Pega Call CTI Link for Amazon Conncet

Pega Call CTI Link for Amazon Connect runs on a Pega Platform application server and provides CTIintegration with Amazon Connect. It provides telephony request processing including call control andagent state management. It also processes CTI events from Amazon Connect, triggering changes such asscreen pops within your Pega Call application. The CTI link uses the Amazon Connect API version 1.2.0.2 toconnect to Amazon Connect.

The CTI link can be implemented in two ways:

• Using embedded UI that takes advantage of the native Amazon Connect widget
• An API-based version that relies on Amazon Connect API and a user interface created on Pega Platform. For new implementations, native Amazon Connect UI is the best practice because it provides tighter and more light-weight integration with the cloud-based service. The deprecated API-based version is supported for legacy implementations.

If you want to transfer the Pega Customer Service interaction context when you transfer calls (for example, if you use the voice-data transfer feature) you must configure three expanded call context (ECC) variables in Cisco Finesse: userOldCallId, userOrigCallId, and userCPMInteractionID.

General requirements

For information on general hardware and software requirements for Pega Platform, see the Platform Support Guide on the Pega Community.

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

Access settings for Pega Call rules and custom rulesets

If you use Pega Call with Pega Customer Service, the default application and access groups provided with Pega Customer Service include Pega Call capabilities.