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Table of Contents

Telephony rules

This section describes an overview of the rules provided by Pega Call and how to use them in your application. This includes information you need while customizing or troubleshooting Pega Call.

Avoid overriding Pega Call activities and JavaScript. Overriding activities and JavaScript makes it harder to upgrade Pega Call and benefit from fixes and enhancements in future versions of the product. Where possible, use a data transform or extension point provided instead.

Rulesets and class hierarchy

Many Pega Call rules are included in the ruleset Pega-CTI. Rules common to various channel services, such as CTI and chat, are in the ruleset Pega-ChannelServices.

Pega Call and other channel services use the class ChannelServices- as a base class for their class hierarchy.

The CTI- class hierarchy is deprecated and should not be used.

CTI requests

Pega Call provides an API of activities in the class ChannelServices-Device-Phone which you can invoke from other Pega rules. Additional detail is included later in this chapter. Lower level request processing occurs in ChannelServices-Request-CTILink.

CTI events

Pega Call rules receive and process various CTI events from the CTI Link. Event processing is handled in ChannelServices-Event-CTILink and its subclasses. These rules are invoked from Java services (for local CTI links) or SOAP services (for remote CTI links). Additional detail is included later in this chapter.

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

Desktop events and Presence Agent ("ScreenPop Control")

Various rules related to desktop event delivery are in the class ChannelServices-ScreenPop.

Administration

Landing pages to administer Pega Call are in ChannelServices-Landing-PegaCTI. Rules for administering CTI Links are in ChannelServices-Admin-CTILink and in subclasses specific to each link type. The Pega Call configuration wizard is in ChannelServices-Wizard-CTI-.

Call class

Calls are represented by the class ChannelServices-Interaction-Call. Pega Customer Service uses the call class PegaCA-CTI-Call which inherits from ChannelServices-Interaction-Call. Additional details are included later in this chapter.

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