Question
Rabobank
Rabobank
NL
Rabobank
Posted: Aug 13, 2024
Last activity: Sep 2, 2024
Last activity: 2 Sep 2024 8:24 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?
Posted: 2 months ago
MOD
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