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Call class and associated call data customization

Pega Call provides a call class ChannelServices-Interaction-Call in the Pega-CTI ruleset. Call objects are typically created when a call arrives at a CSR desktop. CTI call data, for example, data entered by the caller in the IVR, is stored in properties in the call class.

You can extend the call class or add properties to it to suit your needs.

The data transform pyOffering maps CTI data that sPega Call receives with the Offering event (when a call is ringing at the CSR’s phone) to properties in the Call class. Customize the data transform and the properties in the call class to suit your needs.

By default, the User-To-User Information (UUI) data provided by Avaya AES is stored in the pyApplicationData property in class ChannelServices-Interaction-Call. You can pass data in UUI as a set of values delimited by the pipe (|) character. Pega Call parses pipe-delimited data into the value list .pyCallVariables. You can also pass XML data in UUI. XML strings are parsed into the value group .pyUserData. Parsing is performed by the Activity ChannelServices-Event-CTILink-JTAPI • ParseApplicationData. You can customize the parser to suit your needs.

By default, the User-To-User Information (UUI) data provided by Avaya AACC is stored in the pyApplicationData property in class ChannelServices-Interaction-Call. You can pass data in UUI as a set of values delimited by the pipe (|) character. Pega Call parses pipe-delimited data into the value list .pyCallVariables. You can also pass XML data in UUI. XML strings are parsed into the value group .pyUserData. Parsing is performed by the Activity ChannelServices-Event-CTILink • ParseApplicationData. You can customize the parser to suit your needs. In addition, AACC string data is provided in the pyAttachedDataString property and AACC key-value pair data is provided in the pyUserData value group.

Call data provided by the Genesys Pure Engage platform is stored in the value group .pyUserData in class ChannelServices-Interaction-Call.

Call variables received from Cisco ICM are stored in the value list pyCallVariables in the class ChannelServices-Interaction-Call.

ECC variables received from Cisco ICM are stored in the value group pyUserData in the class ChannelServices-Interaction-Call.AMAZON_CONNECT AVAYA_AACC CTI_ENGINE_AVAYA CTI_ENGINE_CISCO_ICM CTI_ENGINE_GENESYS GENESYS_Web_API

For Amazon Connect, Avaya AACC, Avaya, Cisco ICM, Genesys, and Gensys Web API CTIs, Pega Call provides When records that determine when call objects are saved or updated in the database. These are defined on the call class ChannelServices-Interaction-Call:

pyOverwriteExisting
If set to true, Pega Call overwrites a pre-existing call object if one is found. Any data in the older call object is lost. If set to false, Pega Call updates the call page with the data received from the CTI platform based on the data transform pyOffering. Properties that are not updated is retained from the older call object; this can be useful if another system or process (for example, pre-fetch) creates call objects before Pega Call receives an incoming call (OFFERING event).
pyCheckExisting
If set to true, Pega Call checks for a pre-existing call object with the same ID. If you are certain that a prior call object does not exist (that is, call IDs will not repeat before call objects are purged), you can set this property to false. This rule can optimize database access as part of screen pop handling. However, the screen pops and related processing fails if this property is set to false and a prior call object exists.
pySaveInteraction
This rule determines if a call object is saved as part of Pega Call event processing. Set this to true for OFFERING to ensure that call pages on the user's clipboard have CTI data when a call arrives at a CSR’s phone. This rule also ensures that any data gathered using the pyPrefetch activity is available to the user.
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