Pega Call components

Pega Call CTI Link Engine for Cisco ICM

This component runs within a Pega Platform application server and provides CTI integration with the Cisco ICM. It provides telephony request processing including call control and agent state management. It also processes CTI events from ICM, triggering changes such as screenpops within your Pega Call application. The CTI Link engine connects to the Cisco CTI Server using the CTI Server protocol (GED-188).

Pega Call ICM Application Gateway

The Pega Call ICM application gateway runs within a Pega Platform application server and provides access to Pega Platform rules and processes as part of the ICM routing process. The Cisco ICM router connects to the Pega Call application gateway and can retrieve customer information or other information to assist in improving call routing or IVR processing.

The Pega Call ICM application gateway works independently from the Pega Call CTI Link engine and is not required for providing screenpops or soft phone capability.

Other required components

In addition to the standard component requirements for the Pega Platform application, a Pega Call implementation includes the following requirements:

• Cisco ICM/UCCE — Pega Call CTI Link Engine requires Cisco ICM or UCCE version 9.0 or greater.

• Each Pega Platform node that has a local CTI Link must have TCP/IP network connectivity to each CTI Server that it connects to.

Cisco ECC variable configuration

If you wish to transfer CPM interaction context when you transfer calls (that is, if you use the voice-data transfer feature) you must configure three expanded call context (ECC) variables in Cisco ICM: userOldCallId, userOrigCallId and userCPMInteractionID.

General requirements

For information on general hardware and software requirements for the Pega Platform application, see the Installation guide for the specific platform that you are running at your site.

For more information about installing the Pega Call components, see Pega Call Installation and Update Guide.