For users who use the CTI capabilities in Avaya, Cisco ICM, and Genesys Web API, Pega Call provides an Application rule called PegaCTI and an access group PegaCTIDeveloper.
For users who use the CTI capabilities for Avaya AACC, Pega Call provides an Application rule called PegaCALL and an access group CTIDeveloper. CTI_ENGINE_AVAYA CTI_ENGINE_CISCO_ICM CTI_ENGINE_GENESYS GENESYS_Web_API AVAYA_AACC
For Avaya, Cisco ICM, and Genesys Web API, you can customize these access groups or create similar ones for your users. You must ensure that your access group provides access to custom rulesets required for your screen pops and any other rules you customize.
If you use Pega Call with Pega Customer Service, the default application and access groups provided with Pega Customer Service includes Pega Call capabilities.
CTI events received from AACC are processed using ten service packages CTIAACCLinkEvent1 through CTIAACXCLinkEvent10. Make sure that the service packages have access to your application rulesets, including any rules used to customize call processing (for example, Call Treatment, Screen pop and related UI elements).
For Avaya, Cisco ICM, and Genesys Web API, the Pega Call CTI Engine sends telephony events to Pega (local CTI node) through a Java service (Rule-Service-Java). The service package used for this is CTILinkEvent. You must ensure that the CTILinkEvent service package has access to any custom rulesets required for screen pops and other changes you make to telephony event processing.
For Avaya, Cisco ICM, and Genesys Web API, in a distributed deployment model, CTI requests from the remote node execute using the CTILinkRequest service package on the local CTI node. Events from the local CTI node execute services on the remote node using the CTILinkRemoteEvent service package. If you customize any request-processing rules ( activities), you will need to ensure that the CTILinkRequest service package can access them. Ensure that the CTILinkRemoteEvent service package has access to screen pop and other custom rules.