CLICK TO CALL feature in Pega Customer service constellation 24.2 version.
Hi,
I am using Amazon Connect link as CTI link set up to create interactions in Pega Customer service constellation 24.2 version.
Is Click to call feature (in order to enable outbound calls), is available in this version?
please let me know or share your knowledge on this
TIA
thank you
Gayani
HCA Healthcare
US
Yes, Click-to-Call feature is supported in Pega Customer Service Constellation 24.2 when using Amazon Connect as your CTI setup. To enable outbound calls, make sure the Amazon Connect integration is correctly configured and outbound calling is allowed in your Amazon Connect instance. In Pega, go to App Studio, then Settings > Telephony, and enable telephony using the Amazon Connect adapter. The phone number fields in your UI should be set as phone-type fields, and you can configure them to trigger outbound calls. The agent should also have the right access to use outbound call features. Click-to-Call may need some additional setup using a data transform or action to initiate the call when clicking the number