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Question

 Saravanan Mani (SaravananM17712370)

US
SaravananM17712370 Member since 2026 1 post
Posted: 13 hours 51 minutes ago
Last activity: 13 hours 51 minutes ago
Posted: 14 Feb 2026 22:03 EST
Last activity: 14 Feb 2026 22:03 EST

Phone Pane Not Visible in CSR Interaction Portal – Pega 25.1.1 with AWS Connect Integration
Note: We are currently using Pega 25.1.1 with Customer Service and are performing a POC to test AWS Connect integration and validate the voice capabilities within the CSR Interaction Portal.
Note: As part of the POC:
  • Note: We created an application using Blueprint.
  • Note: The application was successfully imported.
Note: However, when launching the CSR Interaction Portal, the Phone Pane is not visible in the Interaction Portal.
Note: We have:
  • Note: Followed all configuration steps provided in the Pega documentation.
  • Note: Verified the settings related to voice integration and AWS Connect.
  • Note: Checked portal configurations and access roles.
Note: Despite this, the Phone Pane still does not appear.
Note: Question:
Note: Are there any additional configurations, DSS settings, access roles, or telephony-specific configurations that we might be missing to enable the Phone Pane in the CSR Interaction Portal for AWS Connect integration?
Note: Any guidance or checklist for validating AWS Connect voice integration in Pega 25.1.1 would be greatly appreciated.


 
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Pega Customer Service '25
Pega Customer Service
Telephony
Healthcare and Life Sciences
Lead System Architect

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