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The Telephony toolbar

The telephony toolbar is included at the top of the Pega Customer Service interaction portal, if the CSR has the role PegaCTI:CSR or the privilege HasTelephony. Depending on the configuration performed by using the Pega Call configuration wizard, the modes are based on the CTI link that is used.

Simple telephony

Simple telephony mode is intended for users who use a different tool for call control operations (for example, placing calls on hold, transferring calls) and agent-state management (making themselves Available or Unavailable for customer calls). The user receives new call notifications (screen pop or automatic interaction start) when calls arrive at their phone. The CTI data that is associated with the call is available for use within the Pega application for screen pops and related processing. Agent state management and call control features are not available on the Pega desktop.

Click Phone to log in. Once logged in, the incoming calls trigger the call notification and related processing.

Simple telephony with agent-state management

Simple telephony mode with Agent State Management is intended for users who use a separate phone (hardware or software) for call control operations, but need to perform agent-state management from their Pega desktop. When this mode is selected, the user can manage their agent state (Available or Unavailable) from the Pega desktop. In addition, call notifications with CTI data are available in the Pega application. Call control features are not available from the Pega desktop.

Click Phone to log in. To change the agent state, click Agent State. For more information about the ACD Agent button, Work Modes, and Reason codes, see the Telephony toolbar controls section.

Full telephony

Full telephony is not currently supported for Web API Genesys CTI links.

Full telephony mode is intended for users who perform all telephony functions from the Pega desktop. When this mode is selected, the user can control calls (for example, Hold, Retrieve, Transfer, Hangup) on their phone and manage agent state from their Pega desktop. In addition, they receive call notifications the same way as simple telephony mode.

To launch the toolbar, in the header of Dev Studio, click Configure > Channel Services > Pega Call > Tools & Settings.

The Telephony Toolbar includes these controls:

ACD Agent State Menu

This panel changes the agent’s state on the ACD. To change the state, select the desired state. For Unavailable, the reason for the state change can be included. If you specified more than one queue when you logged in, changing the selection on this button changes the state for all queues.

The current ACD agent state is reflected in the menu panel.

Cisco Unified CCE does not permit agent logout from the Available and After-Call states. You must switch to the Unavailable state before logging out.
Work Modes

Under Available, a sub-menu of work modes lets the user set his or her work mode to Auto-In or Manual-In. A work mode is not specified if you select Available without selecting a work mode from the sub-menu.

If your ACD does not support work modes, remove the work-modes sub-menu by editing the navigation rule ChannelServices-Device-Phone-UI • AgentAvailabilityCall in your application ruleset.

Reason Codes

Under Unavailable, a sub-menu of reasons is provided. These are mapped to reason codes on your ACD. To modify the reasons or codes, refer to the section on using telephony rules.

Line State Buttons

This set of buttons displays the state of the agent’s phone lines.

  • — A line with no call (IDLE state).
  • — A ringing call (Incoming state) is indicated by a ringing icon. Click the icon to answer the call.
  • — A connected call (CONNECTED or TALKING state) is indicated by a In Progress icon. Click the icon to place the call on hold.
  • — A call that is on hold (HELD state) is indicated by a On Hold icon. Click the icon to retrieve the call from hold.
  • — A call that is being placed (INITIATING state) is indicated by a New Call icon.
Phone Number Text area

This tool provides a text box for entering text or digits to dial. While you enter the first three digits of the phone number or the first three characters of the phone book, you are prompted with the available numbers or values which match. You can either select from the list displayed or complete your entry.

For more information about this feature, see the Phonebook configuration section.

Call Controls

This tool provides call control capabilities (for example, Consult, Transfer, Conference). It is context-sensitive, so it enables call control functions relevant to the state of the phone lines.

If you use the toolbar within Pega Customer Service, the call control menu includes options to transfer the interaction (and associated service processes) along with the call.

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