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Preparing CTI link implementation

Before running the Pega Call configuration wizard, ensure that your CTI environment is ready for implementation of Pega Call, the required rulesets are available, and extension and agent login credentials are configured.

  1. Contact the person who manages your CTI environment and ensure that it is configured to provide CTI services to Pega Call. Obtain the information required to connect to Pega Call.

    For more information, see the Defining Pega Call configuration section under Define behavior for additional components topic in the latest Pega Customer Service implementation guide available on the Pega Community. Use the Implementation Planning workbook available on the Pega Community to record your requirements.

  2. Create your application (for example, using the Application Wizard or Application express).

    The application must include Pega Call rulesets (Pega-CTI, Pega-ChannelServices, PegaFW-CTI and PegaFW-ChannelServices ) and an open application ruleset in which the Pega Call wizard creates additional rules.

  3. Work with your telephony and CTI team to configure and identify an extension and agent login credentials.

    Pega Call monitors a call coming to a CSR's phone extension, retrieves associated data, and allows the user to map call-associated data to Pega properties to use with your application.

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