Question
Rabobank
NL
Last activity: 9 Jun 2025 15:43 EDT
How to enable Click-to-call / outbound calls in Pega Customer Service for Constellation
We are using Pega Customer Service 24.1 on Constellation and we have configured CTI Link with Genesys Cloud. How can we enable Outbound calls in a Interaction?
Pegasystems Inc.
GB
To enable outbound calls during an interaction in Pega Customer Service 24.1 on Constellation with a CTI link configured with Genesys Cloud, follow these steps:
- In the navigation pane of App Studio, click Settings > Pega Call.
- In the list of Pega Call settings, click Outbound calls.
- In the Outbound calls section, select the Enable Click-to-Call check box.
- Click Save.
This will enable the click-to-call option, allowing CSRs to initiate outbound calls during interactions.
⚠ This is a GenAI-powered tool. All generated answers require validation against the provided references.
Configuring call treatment > ConfiguringClick-to-Call for outbound calls
Bac El Salvador
HN
@MarijeSchillern I review on PEGA constellation 24.2 version, but the outbound call not appears. Can you confirm if this functionality is available for PEGA constellation?
greettins!
Bac El Salvador
HN
@MarijeSchillernHi, can your confirm if the outbound call is available con contesllation 24.2, I reviewed my application but not appears this option.
greetings.!
Pegasystems Inc.
CA
Could you please check this documentation to enable outbound call?
Bac El Salvador
HN
Hi @RameshSangili thanks for your support. I review the urls we are using a Genesys cloud link type EmbeddedUI. On this type of integration is not available the switch capabilities tab. Do you think this click to call has to be configured by Genesys cloud side? 
Greetings!
Bac El Salvador
HN
Hi @RameshSangili thanks for your support. We are using a Genesys Cloud integration with link type EmbeddedUI. On this one doesn't appear the Switch capabilites tab. Do you think click to call has to be enable from Genesys cloud ?
Thanks for your support.
Updated: 6 Jun 2025 17:00 EDT
Consolidate Comunications
HN
Hi @RameshSangili thanks for your comments. I already review the urls. But we are using Genesys Cloud integration and Link type EmbeddedUI, for this switch capabilities not appears.
Do you think the click to call requires changes on Genesys Cloud.
Thanks for your support.