Question
Coforge
US
Last activity: 25 Oct 2023 16:59 EDT
PEGA CTI CALL - Post Call Answered then only interaction should be created, I am unable to get to tshi behavior
We have implemented PEGA CALL using Amazon CTI Integration and when a call is received the Call treatment defined when Call is Offered " Either rope a new interaction and so on..
But what I am looking at is When call is Offered it should do nothing but when call is Answered
i.e Connected need to create a new iNteraction.
This should be straight forward thing but somehow when I enable the feature as
When a Call is Offered - Do nothing
When a Call is Answered/Connected - Create a new Interaction
But that doesn't work anyone else faced such issue ?
Infosys Limited
IN
The default behaviour is when call came to csr then csr can see the alerting symbol on phone icon and popup displays on screen. Only when clicking the accept button then interaction gets created.
If you want the interaction to be created automatically then customize the call treatment rules for that respective cti configuration.
Coforge
US
My bad i should give you more technical details in my implementation may be.
I have configured Embedded UI and CSR would receive call in Pega Application and by default configuration is WHen call is Offered Create a new Interaction, I have overwritten that behavior and made No Action on Call Offering by modifying teh Treatement for Base rule of Offering. And created a new base version for COnnected assuming this will be invoked on Accepting Call to create a new Interaction. But that doesnt work with this new setting i am unable to see an interaction is created in any case.
Infosys Limited
IN
The purpose of call treatment applies only when call arrived to csr (which is offering event). I think it shouldn't be applied for the Connected event. It doesn't work in the way you created. If you want the interaction to be created only when answering the call then you need to customize the action set of answering the call by adding the create interaction.