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Configuring call treatment

You can configure how to answer and start calls and their associated interactions.

Pega Call supports the following call types:

  • Inbound – incoming calls to your call center.
  • Outbound – calls from your call center or a CSR phone to an external contact number.
  • Consult – CSR consultation and transferred calls.
  • Internal – calls within your call center, such as calls from one CSR to another.

You can easily configure treatment of inbound, consult, and outbound calls in App Studio.

Inbound calls

For inbound calls, you can:

  • select how to answer calls: automatically, automatically after an interaction starts, or manually by a CSR.
  • select how to start interactions, meaning a record of information related to the call, automatically with or without a screenpop, or manually after a CSR accepts the interaction in a screenpop.
  • enable Automatic Number Identification (ANI) lookup.

You can enable ANI lookup for incoming calls to automatically look up an incoming caller and display their information on the screenpop and in the interaction.

When ANI lookup detects one match for a phone number, the screenpop displays the matching customer record and opens an interaction with the matched contact information.

If there is no match, the screenpop displays an unknown caller message and a search screen so a Customer Service Representative (CSR) can manually search for the customer record.

If there are multiple matches, for example, if a family shares a phone number, the screenpop displays unknown caller, but the customer search shows all possible matches for the contact number, so that a CSR can easily select the correct customer record.

The ANI format depends on your CTI vendor. To assure that ANI lookup works properly, you need to modify the customer number format so that customer data in which the contact number is saved and the customer number from which a CSR receives a call are in the same format. For instructions, see Modifying the customer contact number format further below.

Outbound calls

For outbound calls, you can enable Click-to-Call, which lets Customer Service Representatives (CSRs) start outbound calls with one click. For instructions, see Configuring Click-to-Call for outbound calls further below.

Consult calls

For consult calls, you can select how to answer calls and start interactions.

You can also enable and configure voice and data transfer to let CSRs transfer calls and attached interactions. For more information, see Enabling voice and data transfer for Pega Call.

Configuring call and interaction handling

You can choose to answer incoming, consult, and transferred calls and interactions automatically or manually, with or without a screen-pop, and with or without Automatic Number Identification (ANI) lookup.

  1. In the navigation pane of App Studio, click Settings Pega Call .

  2. In the list of CTI settings, click Call and interaction handling Incoming and Other Calls .

    The Call treatment info dialog box opens.
  3. In the Call treatment info dialog box, select the Apply call treatment to incoming and other calls checkbox.

    When this checkbox is not selected, no call operations, such as answering or hanging up calls, are available in the Pega Customer Service Interaction Portal.
  4. Click Enable ANI Lookup.

    ANI lookup compares the caller contact number of an incoming call with contact numbers saved in customer records. When ANI lookup detects a contact number match, Pega Call displays the matching customer record. and opens an interaction with the matched contact information.

    To ensure that ANI lookup finds a match if a caller already has a customer record, modify the customer contact number format so the stored customer contact numbers and the incoming caller numbers are in the same format. For instructions, see Modifying the customer contact number format further below.

  5. In the Call answering section, select how to answer incoming calls:

    • Automatically answer to immediately answer a call without a CSR action.
    • Automatically answer after interaction starts to answer calls without a CSR action after an interaction for the call starts.
    • Answer Manually to let CSRs manually answer calls.
  6. In the Interaction start section, select how to start interactions for calls:

    • Start automatically to automatically start an interaction for an incoming call, without a CSR action.

      The Display screenpop field is displayed. Select whether you want to display the screenpop to give the CSR context on the interaction.

      This option is useful for complex, composite interactions that may take a long time to load. It lets the CSR quickly see a snippet of the interaction in the screenpop and prepare for the call.

      Interactions contain the information displayed in screenpops, so you can omit screenpop display for short, quickly loading automatically started interactions.

      If you choose to Display screenpop, select the Enable screenpop timeout disposition checkbox to set screenpop display time in seconds. You need to set the display time as there is no manual way to close this screenpop.

    • Start with screenpop to start an interaction when the CSR clicks the Accept button or when the timeout duration passes.
  7. Select the Enable timeout disposition checkbox under Interaction timeout disposition section to configure a timeout interval for starting an interaction.

    Depending on your selected Interaction start, if the CSR does not click Accept in the screenpop within the timeout interval or the interaction fails to automatically launch, the selected Action to take launches.
    1. Specify Duration of time before timeout (seconds).

    2. Select Action to take.

    For the Start automatically interaction start:
    • Force start the interaction to start Pega Customer Service interaction processing for the call. This option is useful when a CSR has a different interaction open after finishing a call, and a new call is routed to them.
    • Stop requesting interaction start to stop trying to automatically start an interaction and let the CSR to accept it manually when they are ready. This option is useful if the CSR is busy wrapping up a previous interaction and needs the timeout to finish it.
    For the Start with screenpop interaction start:
    • Force start the interaction to start Pega Customer Service interaction processing for the call. This option is useful to avoid a situation in which a CSR accepts a call, but forgets to start an interaction.
    • Close the screenpop, to dismiss the screenpop when the interaction is set to start.
  8. Click Submit.

  9. To configure treatment of consult and transferred calls, click Consultation and Transferred Calls and perform steps 4 through 8.

  10. Click Submit.

You can configure Click-to-Call for outbound calls. For instructions, see Configuring Click-to-Call for outbound calls further below. You can also enable and configure voice and data transfer to let CSRs transfer calls and attached interactions. For more information, Enabling voice and data transfer for Pega Call.

Modifying the customer phone number format

Ensure that Automatic Number Identification (ANI) finds a match if a caller already has a customer record, by verifying that the phone numbers in customer records and the caller phone numbers are in the same format.

When a Customer Service Representative (CSR) receives an incoming call from a new phone number, Pega Call saves the phone number to a customer record.

When you enable ANI lookup, Pega Call compares the phone number of an incoming call with phone numbers saved in customer records. When ANI lookup detects a phone number match, Pega Call displays the matching customer record and opens an interaction with the matched contact information.

To ensure that ANI lookup compares phone numbers effectively, you need to unify their format, for example, by adding a country code to both numbers.

You modify the phone numbers by modifying the Param.ANIToLookup parameter in the following data transforms:

  • ANILookupConfigs
  • CreateInteractionFromEvent
  • ANILookup
  • CPMGetContactByCommOption
  1. In the header of Dev Studio, in the search box, enter and search for the ANILookupConfigs data transform.

  2. Modify the Source of the Param.ANIToLookup parameter to the desired contact number format.

  3. In the header of Dev Studio, in the search box, enter and search for the CreateInteractionFromEvent data transform.

  4. Click to expand Step 15 to open the Method Parameters section and modify the PropertiesValue of the Param.ANIToLookup parameter to the desired phone number format.

  5. In the header of Dev Studio, in the search box, enter and search for the ANILookup data transform.

  6. Click to expand Step 2 to open Method Parameters and modify the PropertiesValue of the Param.ANIToLookup parameter to the desired phone number format.

  7. In the header of Dev Studio, in the search box, enter and search for the CPMGetContactByCommOption data transform.

  8. Click to expand Step 4 to open Method Parameters and modify the PropertiesValue of the Param.ANIToLookup parameter to the desired phone number format.

Enable ANI lookup for incoming calls in App Studio. For more information, see Configuring call treatment.

Configuring Click-to-Call for outbound calls

Maximize work efficiency and reduce errors in calls by configuring Click-to-Call. The Click-to-Call feature lets Customer Service Representatives (CSRs) start outbound calls with one click.

With Click-to-Call, a CSR can also instantly reconnect with a customer after the call is dropped during an interaction, reach out to customers to address a work queue item directly from their work queue, or connect with a contact to collect data.

You create conditions for Click-to-Call by configuring conditions for the pyApplicationCannotClickToCall rule in Dev Studio.

The pyApplicationCannotClickToCall rule is application-specific. If you want to use Click-to-Call conditions in other Pega Customer Service applications, such as Pega Customer Service for Financial Services or Pega Customer Service for Healthcare, you must update the pyApplicationCannotClickToCall rule for each application. For more information, see Defining conditions for a When rule.

Click-to-Call is available for the following default service cases:

  • Update Contact Profile
  • Open New Account
  • Schedule Activity
  • Create Lead

You can implement Click-to-Call on other phone properties, such as Customer Composite, by using the CPMMakeCall control in Dev Studio.

You can enable a phone number for Click-to-Call if the call context meets the following conditions:

  • The agent is logged in to CTI.
  • CTI link allows for an outbound call to be made.
  • The customer contact has the phone number as their preferred communication channel.
  1. In the navigation pane of App Studio, click Settings Pega Call .

  2. In the list of CTI settings, click Outbound calls.

  3. In the Outbound calls section, select the Enable Click-to-Call check box.

  4. Click Save.

At run time, when a CSR clicks a phone number, Pega Call automatically dials that number.
You can also add custom settings by configuring additional conditions for outbound calls in Dev Studio.
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