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Pega Call feature matrix

Updated on July 11, 2022

The Pega Call™ telephony features available to CSRs depend on your computer telephony integration (CTI) platform.

With Pega Call, you can connect Pega Platform with the CTI platform of your choice:

  • Avaya Aura Contact Center (AACC)
  • Avaya Application Enablement Services (AES)
  • Cisco Intelligent Contact Management (ICM)/Unified Contact Center Enterprise (UCCE)
  • Cisco Finesse and Webex Contact Center Enterprise (WCCE)
  • Genesys Engage Platform SDK (Genesys SDK)
  • Genesys Web Services (Genesys WS)
  • Genesys Cloud CX
  • Amazon Connect
  • Five9

Pega Call features per CTI platform

Feature AACCAvaya

AES

Cisco

ICM/UCCE

Finesse,

WCCE

Genesys

WS

Genesys

SDK

Cloud

CX

Amazon

Connect

Five9

Login

CSRs can log in to Pega Call in the call control panel.

YesYesYesYes1YesYesYesYesYes

Logout

CSRs can log out of Pega Call in the call control panel.

YesYesYesYesYesYesYesYesYes

Logout with reason code

CSRS can log out of Pega Call after providing a reason code in the call control panel.

YesYesYesYesYesYesNoNoNo

Availability state management

CSRs can set their availability state based on the options provided by the CTI system.

YesYesYesYesYesYesYesYesYes

Ready/Available with work mode

CSRs can set their work mode as Auto In or Manual In when setting their availability to Ready/Available.

YesYesNoNoYesYesNoNoNo

Not ready/Unavailable with reason code

CSRs can set their availability to Not ready/Unavailable after providing a reason code.

YesYesYesYesYesYesYes2Yes2Yes2

After call work

CSRs can set their availability to After Call Work (ACW) after disconnecting a call.

YesYesYesYesYesYesYesYesYes

Make call

CSRs can make a call using in the call control panel.

YesYesYesYesYesYesYesYesYes

Pause call

CSRs can put a call on hold in the call control panel.

YesYesYesYesYesYesYesYesYes

Resume call

CSRs can resume a call that is put on hold.

YesYesYesYesYesYesYesYesYes

Hang up

CSRs can disconnect a call in the call control panel.

YesYesYesYesYesYesYesYesYes

Consultation call

CSRs can perform a consultation call with another CSR.

YesYesYesYesYesYesYesYesYes

Merge call

CSRs can add another CSR to a customer call.

YesYesYesYesYesYesYesYesYes

Drop party

CSRs can drop a selected participant from a call with multiple participants.

YesYesYesYesYesYesYesYesYes

Click-to-call

CSRs can dial telephone numbers with a single click on a hyperlink.

YesYesYesYesYesYesYesYesYes

Callback

CSRs can handle callback requests in the call control panel.

YesYesYes3YesYesYesYesYesYes

Warm transfer

CSRs can communicate with a target CSR before transferring a call to them. Also applicable to the voice and data transfer feature available in Pega Customer Service.

YesYesYesYesYesYesYesYesYes

Blind transfer

CSRs can transfer a call to a target CSR without prior communication with the target CSR. Also applicable to the voice and data transfer feature available in Pega Customer Service.

YesYesYesYesYesYesYesYes

Screen pop

A screen pop with caller details displays for an incoming call.

YesYesYesYesYesYesYesYesYes

Phone books

CSRs can store contacts in phone books.

YesYesYesYesYesYesYes4Yes4Yes4

ANI lookup

If a customer is not identified based on automatic number identification (ANI), CSRs can manually search for the customer using a phone number search field.

YesYesYesYesYesYesYesYesYes

Send DTMF

CSRs can send dual-tone multi-frequency (DMTF) signaling inputs by pressing keys in the call control panel.

YesYesYesYesYesYesYesYesYes

Supervisor monitoring

Supervisors can join CSR calls for monitoring.

NoNoNoNoNoNoNoNoNo

Call park

CSRs can park a call on one handset and pick it up on a different handset.

NoNoNoNoNoNoNoNoNo

Initiate call recording

CSRs can initiate ad hoc call recording in the call control panel.

NoNoNoNoNoNoNoNoNo

Voicemail integration

CSRs can access voicemail in the call control panel.

NoNoNoNoNoNoNoNoNo

  1. Single sign-on available starting Pega Call version 8.7.2.
  2. Available only for custom agent availability states.
  3. Available for Cisco UCCE; not supported for Cisco Unified Contact Center Express (UCCX).
  4. Available only for native phone books.

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