CTI connection

You can use the wizard to configure a new link for the CTI or connect to an existing link.

The Pega Call implementation path suggests completing this configuration in App Studio instead of the wizard. For more information on configuring a CTI link, see Creating the server connection.

To configure a new link for the CTI, you need to provide information about the server that hosts your telephony system, including its primary URL and URLs for secondary, or failover, systems.

If you have an existing CTI link, you can just select the link name.

The wizard tests the link to confirm connectivity to the CTI.

Application and ruleset

You set the application context and the ruleset where the configuration rules related to Pega Call are created. The wizard checks and confirms your access group settings for the ruleset.

Telephony controls

The wizard telephony controls let you select the telephony mode, meaning how users control calls and agent state.

The Pega Call implementation path suggests completing this configuration in App Studio instead of the wizard. For more information on telephony modes, see Configuring device capabilities.

Call data mapping

The wizard connects to the CTI and maps the call data that is available to Pega Call. The properties in your telephony system (in the CTI and the IVR) are mapped to Pega Call properties. When a call is live, the mapped call data is available in the Clipboard and can help you debug the configuration.

You connect to the telephony system with a live call. The wizard monitors the call to create a list of the properties that are available from your telephony system and maps each property to a Pega Call property.

The system attempts to connect to the telephony environment by using the provided agent and extension information. Use a different phone to place a test call to the extension. The test call must match the incoming customer calls in your production environment as closely as possible to ensure that the same type of call data is attached, as the data attached on a real call.

Once the test call connection is successful, additional CTI data that is detected on the test call is displayed. The properties listed depend on the data attached to the test call by your telephony and CTI environment. Select additional properties to appear on the call page and map them to call page properties. If you specify new properties, the wizard adds them to the ruleset version that you specified. If any properties do not exist in the call class, the configuration wizard automatically creates the properties.

You can configure call data mapping outside of the configuration wizard, but keep in mind that the configuration wizard streamlines that process.

Mapping call properties to the screen pop

You can choose whether to show the screen pop in Pega Desktop. The screen pop displays information about an incoming call. If you display the screen pop, you need to choose the properties that you want to display in the screen pop.

In the screen pop, a CSR clicks Accept to start the customer interaction. If you do not want to display the screen pop, you can click Start interaction processing. In this case, the customer interaction starts when the CSR receives the call.