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Table of Contents

Pega Call components

The following section provides an overview of the primary components of the Pega Call solution. Additional details and information on each of these components can be found in subsequent chapters of this document.

Pega Call consists of two main components – Pega Call CTI Link and a set of Pega Call rules for Pega Platform. Depending on the specific CTI platform and configuration used, these components interconnect using web services or Java.

Pega Call CTI Link

The Pega Call CTI Link interfaces between Pega Platform and the CTI platform. The CTI Link translates telephony events from the CTI platform into messages that are sent to Pega Call rules for processing. In addition, the CTI Link receives telephony requests from Pega Call rules and translates the requests into specific telephony requests for processing by the CTI platform.

For some CTI platforms, the CTI Link also monitors the routing point within the PBX/ACD and provides enhanced call routing decisions.

When deployed on a Pega Platform node, a CTI Link uses Java or other interfaces (for example, web services) to integrate with the CTI platform. The Java layer that supports the CTI Link is called a CTI Link engine. CTI Link Engines are provided for Avaya AES, Cisco ICM, and Genesys Pure Engage.

The CTI Link for AACC uses Simple Object Access Protocol (SOAP) to integrate with the Communications Control Toolkit (CCT) server.

Pega Call also provides a remote deployment option for the CTI Link Engine, thereby allowing for CTI Link capabilities from one Pega Platform server to be used from another Pega Platform server. For example, a Pega Platform server that runs the CTI capability is located in geographic proximity to the CTI platform, while Pega Platform servers that CSRs log in to is located centrally in a data center.

As of release 8.2, remote links are deprecated and supported only for legacy implementations.

Pega Call rules

Pega Call includes several rulesets that are loaded onto your Pega Platform server. These rules process events from Pega Call CTI Link (for example, provide a screen pop when notified of an incoming call to an agent) and pass CTI requests to CTI Link (for example, answer a call).

These ruleset also provide user interfaces for screen pop, telephony control, and agent state management on the customer service desktop. Details on Pega Call rules are provided in subsequent chapters.

The UI control maybe in the form of an embedded third-party UI.

The Pega Call Desktop

Pega Call provides various UI elements that are used as part of a Pega application. These include UI elements that manage the agent state and provide call control (hold, retrieve call, make call, and transfer). When the telephony state changes, the Pega Call desktop receives events from the server. The events can then trigger changes on the desktop, including UI changes.

The UI control maybe in the form of an embedded third-party UI.

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