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Application gateway responses configuration

Configure the ICM routing script to query your Pega application when information from your Pega application is required for call processing or routing.

Each query sends ICM call variables (including ECC variables) to the application. The application evaluates the data received from the ICM and sends its own set of call variables that is used to direct subsequent processing in the ICM script.

Pega Call provides a sample activity, ProcessTaggedFields, in the class ChannelServices-Session-AppGateway to handle application gateway queries and send responses. This activity provides an example of ICM call data being read and used to vary responses. It provides examples of setting ICM call data (including ECC variables) in the response. Save this activity to your ruleset and customize it to suit your needs.

ICM application gateway queries can look up customer data (including data in third-party databases or CPM interaction history), execute business rules in Pega and send back response data that can be used for call processing and routing.

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