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Telephony functions: CTI capabilities invocation from your application

Updated on October 12, 2021

Pega Call provides an API of activities that you can use to invoke device capabilities such as call control and agent state management. For example, you can call an activity to answer a phone call or make a customer service representative (CSR) or agent available to receive phone calls from customers.

These activities are used by the telephony toolbars. You can also invoke the activities from within your application and business processes. The activities are in class ChannelServices-Device-Phone.

In most cases, call and agent state changes generate events from the CTI platform to Pega Call.

Attaching call data on telephony functions

You can associate data with a call when invoking call control requests that place, transfer, or conference calls. Pega Call provides data transform rule(s) in class ChannelServices-Request-CallOptions-Genesys for use with local and remote CTI links that use Genesys CTI. Copy the relevant data transform to your application ruleset and modify it to set the data you need to associate with the call. You can review the sample data transform ChannelServices-Request-CallOptions-Genesys.MakeCall.

Use the value group pyNamedVariables with the Genesys keys as the subscript. Source data includes references to pages on the user's clipboard.

Note: As of release 8.2, remote links are deprecated and supported only for legacyimplementations.

Genesys variable types

By default, Pega Call variables are set as strings in Genesys call data. If you want to use a different type, use the value group pyNamedVariableDataType to map the variable-name to the required data type – "INTEGER", "UTF-16", or "BINARY".

Named variable aliases

Pega property names and the names of subscripts in value groups cannot use special characters – they must use Java variable naming conventions. If a Genesys key or variable name includes such a character (for example, cpm.customerName includes a period character), you can use an alias to represent the variable within Pega. You must then map the alias to the Genesys variable name using the value group pyNamedVariableAlias – these map the variable name used in pyNamedVariables (target) to the actual Genesys variable name (source).

Note: If you use need to transfer the CPM interaction context with a call (that is, if you use the voice-data transfer feature), you must ensure that the data transforms PegaCallData and PegaAppData are invoked from the data transforms BlindTransfer, TransferInitiate and ConsultationCall in class ChannelServices-Request-CallOptions-Genesys. Do not modify rules in the ChannelServices-Request-CallOptions-Remote class. These are for internal use only.

Setting Genesys extensions and location

If you need to set Genesys extension parameters on call control requests that place, transfer, or conference calls, you can set them in the value group pyExtensions in the relevant data transform rules in class ChannelServices-Request-CallOptions-Genesys. If you need to set the Genesys location parameter, set the variable pyLocation in the relevant data transform rules.

Request and Response Events

In addition to the CTI events (agent state, call state) received from the CTI platform, the toolbars use two events for state change requests:

SoftphoneRequest Event
This event captures information related to a call control or agent state change request. The toolbar sends this event to invoke a corresponding call control or agent state change activity on the Pega server. These activities are described in the section Desktop Telephony Functions.
SoftphoneResponse Event
This event is a response to a SoftphoneRequest event. It indicates that the requested activity was invoked on the Pega server. The event includes the result or error returned by the activity. A “Good” result only indicates that the activity was run – it does not indicate that the call or agent state was changed as requested. A separate agent or call state event should follow, indicating the state change.

Extension point for the OFFERING activity

As a rule, do not override any of the activities used to process Pega Call events. If you need to perform any additional processing when a call arrives at a CSR’s phone (that is, as part of the event handling for OFFERING), you can override the activity pyPrefetch in your call class (for example, ChannelServices-Interaction-Call or PegaCA-CTI-Call).

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