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Call types

Suggest edit Updated on October 12, 2021

Pega Call provides a call type that can be used to circumstance call treatment rules.

The pyCallType property on the call page specifies call types, which includes:

  • INBOUND – Inbound calls including customer calls that are routed through an ACD queue.
  • CONSULT – Consultation and transferred calls.
  • OUTBOUND – Calls placed from the contact center or the CSR's phone to an external phone number.
  • INTERNAL – Calls that are internal to the call center, such as calls from one CSR to another.
Note: Embedded UI CTI links (for example CTI Link with Amazon Connect Contact Control PanelFive9 Contact Center with native UI) only persist data and set call type for inbound calls.

The call type values depend on the CTI platform and link type – your platform cannot detect all of the above call types. Modify Pega Call's call type detection or add additional call types by modifying the decision tree ChannelServices-Event-CTILink • SelectCallType in your application ruleset.

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