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Planning and Defining Pega Call configuration (telephony integration)

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Planning your Pega Call configuration includes the following processes:

Planning the infrastructure

To plan for the telephony integration, one of the task is to plan the connectivity to your telephony infrastructure.

  1. Understand which telephony vendor that your site uses.

  2. Review the Pega Call CTI Implementation materials to understand the configuration for your vendor.

  3. Meet with the technical resources responsible for configuration and maintenance of the Contact Center Telephony and CTI infrastructure at your site to get an understanding of the current configuration and desired call flows and customer experience.

    Ensure that a resource from the telephony team is available to work with the Pega Call implementation team.
  4. Share the information related to the way Pega Call gets connected to the CTI environment with the telephony expert. The telephony expert is required to configure the CTI environment to allow Pega Call to connect and share the configuration details with the Pega Call implementation team.

    For more information on CTI-specific configuration details, see the individual configuration guides available on the Pega Call product page.

Planning the CSR experience

To plan for the telephony integration, one of the task is to plan the customer service representative (CSR) experience once the call is received.

  1. Determine how customer service representatives control their phone calls (hold, retrieve, and transfer) and manage their agent state (make themselves available or unavailable to receive customer calls). A CSR can choose to take calls by using Pega desktop application (full telephony mode) or another tool. For more information, see the individual configuration guides available on the Pega Call product page.

  2. Determine which data will be sent from the telephony environment to the Pega Platform. Understand which variables and formats will be used for the data and determine how to map these to Pega Platform properties.

  3. Determine how the call will be handled when it arrives at the user's desktop.

    • Screen Pop – A popup notification displays information about the incoming call. Determine which telephony elements will be displayed on the screen pop window.
    • Start Interaction (also known as Auto-Accept) – A call interaction is started automatically. No screen pop window is displayed.
    • No Action – No interaction or screen pop window is triggered. For example, use this setting for internal calls that are not related to the customer interactions.
    • Start Interaction with display popup - A call interaction is started automatically and a screen pop window is displayed.
  4. If the call is handled by a screen pop or start interaction, determine the timeout. For more information, see Configuring screen pops section in the configuration guide found on the Pega Call product page.

  5. Determine which type of call transfers will be supported.

    1. Warm transfer – The customer service representative receiving the transfer has the opportunity to consult with the person transferring the call and has the option to accept the call.

    2. Blind transfer – The call is transferred without the CSR first talking with the transferee. The call is transferred without a consultation call.

  6. Define transfer reasons. Default reasons include Call in Wrong Queue, Caller Needs Additional Services, Escalated to Supervisor, and Other.

    Use this option only if you want to transfer the interaction and cases with the call.

    It is recommended to save the changes before initiating the transfer. While initiating the transfer, if any unsaved changes are present in the interaction, a popup message is displayed with OK and Cancel buttons.

    Click OK to close the interaction and continue the transfer. Click Cancel to remain on interaction. It is recommended to not to click the Cancel button else the interaction is remained open with the agent who initiated the transfer.

Configuring CTI link settings

Improve the efficiency of a contact center and the customer’s experience by configuring the computer telephony integration (CTI). CTI link settings allows you to configure connectivity and other parameters that are related to your CTI server.

For more information about the CTI link setup page columns, see "Administration and Configuration page properties" in the Pega Call Configuration and Operations Guide on the Pega Call product page.
  1. In the navigation pane of App Studio, click Settings Pega Call .

  2. In the list of CTI settings, click CTI link setup.

  3. In the CTI link setup section, click Add new link.

  4. On the CTI link configuration page, configure the basic settings for the new link:

    1. In the Name, field, enter a descriptive label for the link.

    2. In the Short description field, enter a short definition of the link.

  5. Select a Link. The following link types are available and the configuration fields are displayed as per the selection of the CTI link type:

    Choices Actions
    AACC In the Connection section:
    • In the CCT Server Host Name field, enter the host name or IP address of the AACC Communications Control Toolkit (CCT) Server.
    • In the Port field, enter the TCP port number that Pega Call uses to connect to the CTI server.
    • In the Domain Name field, enter the Windows domain for the AACC system. This domain is used to authenticate CSRs when they log in. In the Protocol list, select the protocol type for the link.
    • In the Event Port field, enter the value for the port to which Pega Call connects.

    In the Failover section:

    To activate the failover mechanism in which Pega Call attempts to connect to the secondary server if the connection to the primary server fails, in the Failover section, select the Enable Failover check box, and then configure the secondary server settings:

    • In the Secondary CCT server host name field, enter the secondary CCT server host name.
    • In the Secondary CCT server port field, enter the secondary CCT server port number.
    • In the Username for monitoring CCT field, enter the username for the CCT.
    • In the CCT password field, enter the password for the CCT.

    In the Telephony Switch section select any of the following:

    • Avaya ACM with EAS
    • Avaya ACM without EAS
    • Cisco UCM
    • AACC
    • Other
    Classic In the Connection section:
    • Select the Enabled check box.

      With this option,Pega Call attempts to connect to the CTI server only when the corresponding CTI Link is enabled.

    • In the CTI link server URL field, enter the URL of the CTI server.
    • In the CTI vendor field, enter the name of the CTI vendor.
    • In the Site ID field, enter a unique identifier of the site to which this CTI link connects.
    Genesys In the Connection section:
    • In the T-Server host name field, enter the host name or the IP address of the T-server.
    • In the Port field, enter the port number to which Pega Call connects.
    • In the Tenant ID field, enter the unique identifier of the CTI user or connection on the CTI server.
    • In the Password field, enter the password for the CTI user ID on the CTI server.

    In the Failover section:

    To activate the failover mechanism in which Pega Call attempts to connect to the secondary server if the connection to the primary server fails, in the Failover section, select the Enable Failover check box, and then configure the secondary server settings:

    • In the Secondary T-server host name field, enter the secondary T-server host name.
    • In the Port field, enter the secondary T-server port number.
    • In the Tenant ID field, enter the unique identifier for the CTI user or connection on the CTI server.
    • In the Password field, enter the password for the CTI user ID on the CTI server.

    In the Telephony Switch section select any of the following:

    • Avaya ACM with EAS
    • Avaya ACM without EAS
    • Cisco UCM
    • AACC
    • Other
    CISCO ICM/UCCE In the Connection section:
    • In the CTI server host name field, enter the host name or IP address of the CTI server.
    • In the Port field, enter the TCP port that Pega Call uses to connect to the CTI server.
    • In the Peripheral ID field, enter the ID of the ACD peripheral on Cisco ICM.
    • In the Protocol version field, select a version of the protocol.
    • In the Client ID field, enter the unique identifier for the CTI user or connection on the CTI server.
    • In the Password field, enter the password for the CTI user ID on the CTI server.

    In the Failover section:

    To activate the failover mechanism in which Pega Call attempts to connect to the secondary server if the connection to the primary server fails, in the Failover section, select the Enable Failover check box, and then configure the secondary server settings:

    • In the Secondary CTI server host name field, enter the secondary CTI server host name.
    • In the Secondary CTI server port field, enter the secondary CTI server port number.

    In the Telephony Switch section select any of the following:

    • Avaya ACM with EAS
    • Avaya ACM without EAS
    • Cisco UCM
    • AACC
    • Other
    JTAPI In the Connection section:
    • In the JTAPI Vendor list, select from:
      • Cisco UCM
        • In the Cisco server host name field, enter the host name or IP address of the AES server.
        • In the Port field, enter the port number to which Pega Call connects.
        • In the Cisco User ID field, enter the unique identifier for the CTI user or connection on the CTI server.
        • In the Password field, enter the password for the CTI user ID on the CTI server.

        In the Failover section:

        To activate the failover mechanism in which Pega Call attempts to connect to the secondary server if the connection to the primary server fails, in the Failover section, select the Enable Failover check box, and then configure the secondary server settings:

        • In the Cisco server host name field, enter the host name or IP address of the AES server.
        • In the Port field, enter the port number to which Pega Call connects.
        • In the Cisco User ID field, enter the unique identifier for the CTI user or connection on the CTI server.
        • In the Password field, enter the password for the CTI user ID on the CTI server.
      • Avaya AES
        • In the AES server host name field, enter the host name or IP address of the AES server.
        • In the Port field, enter the port number to which Pega Call connects.
        • In the TLink field, enter the name of the TLink on the Avaya AES server.
        • In the AES User ID field, enter the unique identifier for the CTI user or connection on the CTI server.
        • In the Password field, enter the password for the CTI user ID on the CTI server.

        In the Failover section:

        To activate the failover mechanism in which Pega Call attempts to connect to the secondary server if the connection to the primary server fails, in the Failover section, select the Enable Failover check box, and then configure the secondary server settings:

        • In the AES server host name field, enter the host name or IP address of the AES server.
        • In the Port field, enter the port number to which Pega Call connects.
        • In the TLink field, enter the name of the TLink on the Avaya AES server.
        • In the AES User ID field, enter the unique identifier for the CTI user or connection on the CTI server.
        • In the Password field, enter the password for the CTI user ID on the CTI server.
    • In the Telephony Switch section select any of the following:

      • Avaya ACM with EAS
      • Avaya ACM without EAS
      • Cisco UCM
    Remote In the Connection section:
    • Select the Enabled check box. With this option, Pega Call attempts to connect to the CTI server only when the corresponding CTI Link is enabled.
    • In the CTI Node SOAP URL field, enter the URL for the SOAP servlet on the local CTI node.
    • In the Link Name list, select the name of the standby local CTI link. The list retrieves the names of the CTI links from the local CTI node when you fill in the CTI Node SOAP URL field.
    • In the Site ID field, enter the unique identifier of the site to which this CTI link connects.

    In the Failover section:

    To activate the failover mechanism in which Pega Call attempts to connect to the secondary server if the connection to the primary server fails, in the Failover section, select the Enable Failover check box, and then configure the secondary server settings:

    • In the Secondary CTI node soap URL field, enter the secondary CTI soap URL.
    • In the Local CTI link list, select the name of the local CTI link (on the local CTI node) that this remote CTI link uses.

      The list retrieves the names of the local CTI links from the local CTI node when you fill in the Secondary CTI node soap URL field.

    In the Telephony Switch section select any of the following:

    • Avaya ACM with EAS
    • Avaya ACM without EAS
    • Cisco UCM
    • AACC
    • Other
    Open CTI Desktop In the Connection section:
    • In the Javascript object field, enter the JavaScript reference that performs the operation.
    • In the Primary server URL field, enter the URL of the primary host sever.
    • In the Failover server URL field, enter the URL of the secondary server.
    Finesse In the Connection section:
    • In the Javascript object field, enter the JavaScript reference that performs the operation.
    • In the Deployment type field, enter the name of the Cisco contact center platform.
    • In the Primary server URL field, enter the URL of the primary host of the Finesse server.
    • In the Primary bosh URL field, enter the URL of the primary BOSH host of the CTI server.
    • In the Failover host name field, enter the failover host name of the CTI server.
    • In the Failover bosh URL field, enter the URL of the failover BOSH host of the CTI server.
    Open CTI Server In the Implementation class list, select the class that you want to use for implementation.
    Embedded UI In the Connection section:
    • In the Javascript object field, enter the JavaScript reference that performs the operation.
    • In the Server URL field, enter the URL of the primary sever.
    AWS Connect In the Connection section:
    • In the Javascript object field, enter the JavaScript reference that performs the operation.
    • In the Primary server URL field, enter the URL of the primary sever.
    • In the Failover server URL field, enter the URL of the secondary server.
    OpenCTI Genesys In the Connection section:
    • In the Primary server URL field, enter the URL of the primary sever
    • In the Primary server URL field, enter the URL of the primary sever.
    • In the Failover server URL field, enter the URL of the secondary server.
  6. Ensure that the Pega Platform node can connect to the local CTI node with the configured link parameters by clicking Test Connectivity.

    The connectivity test results appear with the following details:
    • The name of the CTI Link
    • The ACD connectivity status
    • The Pega Platform application that processes requests on the local CTI node
    • The results of the connectivity test
    • Any error messages that were generated
  7. Click Save.

    Once a CTI Link is saved, you can perform any of the following:
    • Delete a cti link: click the name of the cti link on the summary page and click Delete Link at the bottom of the cti link setup page.
    • Edit a cti link: click the name of the cti link on the summary page, edit the details, and click Save.
Configure advanced settings, such logging and monitoring, in Dev Studio. For more information, see "CTI link configuration on Pega Platform" in the Pega Call Configuration and Operations Guide on the Pega Call product page.

Configuring device capabilities

Accelerate case processing by adjusting the telephony mode and enabling the integrated voice data transfer. The telephony mode defines the features that the CSR sees in Pega Call, while the integrated voice data transfer provides the CSR with an option to transfer Pega Support interactions and cases along with a call.

  1. In the navigation pane of App Studio, click Settings Pega Call .

  2. In the list of CTI settings, click Device capabilities.

  3. ">
  4. Optional:

    To allow CSRs to transfer Pega Support interactions and cases along with a call, in the Device capabilities section, select the Enable integrated voice data transfer check box.

    Do not use integrated voice data transfer for transferring a call to parties who do not use Pega Customer Service. If the CSR to whom the call is transferred does not use Pega, the interaction and service cases will remain open.
  5. In the Telephony mode list, select a set of device capabilities that you want to display to the CSR in thePega Call application:

    Choices Actions
    All telephony functions in third-party software Select Simple telephony mode.

    In this mode, the CSR can use a different tool for both call control operations (for example, to place calls on hold or transfer calls) and agent state management (for example, to set their availability for customer calls), Pega Customer Service interaction portal does not display agent-state management or call control features.

    Agent state management in Pega Call; call control through a hardware or software phone Select Simple mode with agent-state management.

    In this mode CSRs can use a separate phone (hardware or software) for call control operations, and perform agent state management in their Pega Customer Service interaction portal.

    All telephony functions in Pega Call
    1. Select Full telephony mode.

    2. In the Number of concurrent calls list, select the number of simultaneous calls that the CSR can see and consult with other CSRs (for example, subject matter experts) or third-party vendors (for example, airlines).

    In this mode, the CSR can control calls (for example, hold, retrieve, transfer, and hang up calls) on their phone and manage their agent state in Pega Customer Service interaction portal.
  6. Click Save.

Configure advanced device capabilities for a specific user in Dev Studio. For more information, see "Device capabilities configuration" in the Pega Call Configuration and Operations Guide on the Pega Call product page.

Configuring call and interaction handling settings

The call and interaction handling settings enables call interaction features, such as whether you want to automatically start an interaction or to start an interaction after manual confirmation when a customer call is received.

  1. In the navigation pane of App Studio, click Settings Pega Call .

  2. In the list of CTI settings, click Call and interaction handling.

  3. In the Inbound calls from queue section, in the Interaction behavior list, select how you want to start an interactions in calls from your queue:

    • To automatically start an interaction, select Automatically start interaction.
    • To start an interaction when the CSR clicks the Accept button or when the timeout duration passes, select Accept interaction through screenpop.
  4. In the Call handling list, select how you want to manage calls from your queue:

    • To immediately answer a call without any CSR actions, select Automatically answer.
    • To automatically answer a call when an interaction starts, select Automatically answer after interaction start.
    • To manually answer a call by using the software phone, select Manually answer through softphone.
  5. In the Screenpop behavior list, select whether you want to display the confirmation dialog box. If Accept interaction through screenpop was selected in the Interaction behavior, the Screenpop behavior field is not displayed/selectable by the user.

  6. In the Consultation calls section, in the Interaction behavior list, select how you want to start interactions for consultation calls:

    • To automatically start an interaction, select Automatically start interaction.
    • To start an interaction when the CSR clicks the Accept button or when the timeout duration passes, select Accept interaction through screenpop.
  7. In the Call handling section, select how you want to manage consultation calls:

    • To immediately answer a call without any CSR actions, select Automatically answer.
    • To automatically answer a call when an interaction starts, select Automatically answer after interaction start.
    • To manually answer a call by using the software phone, select Manually answer through softphone.
  8. In the Screenpop behavior list, select whether you want to display the confirmation dialog box.

  9. Click Save.

Configure call treatments for call types that are not listed in this page in Dev Studio. For more information, see "Call treatment and screen pops configurations" in the Pega Call Configuration and Operations Guide on the Pega Call product page.

Configuring outbound calls

Maximize work efficiency and reduce errors in calls by configuring Click-to-Call. The Click-to-Call functionality enables CSRs to connect with customers with a single click of a button. For example, CSRs can instantly reconnect with a customer after the call is dropped during an interaction, reach out to customers to address a work queue item directly from their work queue, or connect with a contact to collect data.

You can conveniently enable Click-to-Call in App Studio. If you need to adjust the conditions for the feature to fit your business needs, use Dev Studio.

Click-to-Call is available on the following default service cases:

  • Update Contact Profile
  • Open New Account
  • Schedule Activity
  • Create Lead
In addition, you can implement Click-to-Call on other phone properties, such as Customer Composite, by using the CPMMakeCall control in Dev Studio.
  1. In the navigation pane of App Studio, click Settings Pega Call .

  2. In the list of CTI settings, click Outbound calls.

  3. In the Outbound calls section, select the Enable Click-to-Call check box.

    You can enable a phone number for Click-to-Call if the call context meets the following conditions:
    • The agent is logged in to CTI.
    • CTI link allowed for an outbound call to be made.
    • The customer contact has the phone number as their preferred communication channel.
  4. Click Save.

At run time, when a CSR clicks a phone number, Pega Call automatically dials that number.
If your use case requires custom settings, configure additional conditions for outbound calls, click Dev Studio.

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