LinkedIn
Copied!

Table of Contents

Connecting new CTI links by using the configuration wizard

Configure and test the connectivity to your CTI server by using the Pega Call configuration wizard.

Pega Call uses a CTI link to configure connectivity and other parameters related to your CTI server.
For more information about how to connect from your telephony vendor, see the Defining Pega Call configuration section under Define behavior for additional components topic in the latest Pega Customer Service Implementation Guide on Pega Community.
  1. Log in to Pega Platform as a user with access to your application to process CTI.

  2. In the header of Dev Studio, click Configure Channel Services Pega Call Administration & Configuration .

  3. Click the Telephony Experience tab.

  4. In the Configuration wizard section, review the instructions and click Start configuration wizard to start the wizard.

  5. Select Configure a new CTI Link now, and then click Next.

  6. Provide the following information:

    1. Choose your CTI Link.

    2. In the CTI Link Name field, enter a name for the CTI link that is configured.

    3. In the Short Description field, enter a short description of the configured CTI link.

  7. Click Next.

  8. Complete the following details:

    CCT Server Host Name
    The host name or IP address of the AACC Communications Control Toolkit (CCT) server.
    Port
    The TCP port used to connect to the CTI server.
    Domain Name
    The Windows domain for the AACC system. This domain will be used to authenticate customer service representatives (CSRs) when they log in.
    AES Server Host Name
    The host name or IP address of the AES server.
    Port
    The TCP port used to connect to the CTI server.
    TLink
    The name of the TLink on the Avaya AES server.
    AES User ID
    User ID for the CTI user or connection on the CTI server.
    Password
    Password for the CTI user ID on the CTI server.
    CTI Server Host Name
    The host name or IP address of the CTI server.
    Port
    The TCP port used to connect to the CTI server.
    Peripheral ID
    ID of the ACD peripheral on Cisco ICM.
    Protocol Version
    Select the protocol version from the options provided.
    CTI protocol version ICM/UCCE version
    10 7.0 and later
    14 8.0 and later
    15 8.5 and later
    16 9.0 and later
    18 10.0 and later
    T-Server Host Name
    The host name or IP address of the T-server.
    Javascript Object
    The JavaScript reference that is used to perform the operation. This is a read-only field. It displays the name and JavaScript object that implements the Finesse Interface. It displays the name and JavaScript object that implements the OpenCTI Genesys interface.
    Primary Server URL
    Primary host of the Finesse server.Primary host of the OpenCTI Genesys server.
    Failover Server URL
    Failover host of the Finesse server.Failover host of the OpenCTI Genesys server.
    Dial Plan
    The dial plan is used to modify a telephone number to ensure that it can be dialed by the ACD/PBX. For example, if your PBX requires that the number 9 be dialed to reach an external line before external calls can be placed, the dial plan is used to prefix the digit 9 before external telephone numbers.
    Deployment Type
    Select one of the Cisco contact center platforms: Unified Contact Center Enterprise (UCCE) or Unified Contact Center Express (UCCX).
    Contact Center Instance
    Enter the Amazon Connect contact center instance.
  9. Click Next.

  10. In the Configure Failover step:

    • If you have a secondary CTI server configured to fail over, select Yes under Is your CTI Server Configured to fail over?, and enter the required details to connect to the secondary CTI server in the next step.
    • If your CTI server is not configured to fail over, select No under Is your CTI Server Configured to fail over?, and then click Next.

    If you have a secondary CCT serverAES serverCTI ServerT-serverFinesse server, or OpenCTI Genesys server, you can configure a connection to it as part of CTI link configuration. Pega Call attempts to connect to the secondary CCT server, AES server, CTI server, T-server, Finesse server, or OpenCTI Genesys server if it cannot connect to the primary server.

  11. Based on your telephony type, select a telephony switch that is listed.

  12. Click Next. A confirmation message appears. If an error occurs, check your CTI link configuration from the CTI link configuration page.

  13. Click Next.

The specified CTI link will be used for call testing in later wizard steps.
Configure your link. Follow the instructions in Configuring existing CTI links using the configuration wizard.
Suggest Edit

Have a question? Get answers now.

Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.