Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

The Cisco ICM Application Gateway

Updated on September 11, 2020

Pega Call provides an application gateway that can be used with Cisco ICM to enable enhanced routing. Using the gateway, Pega rules can be executed as part of ICM’s call processing and routing processes to improve or personalize routing. For example, a customer’s telephone number is used to look up account information or interaction history and tailor subsequent IVR processing and call routing.

Note: The ICM application gateway is separate from the Pega Call CTI Link for Cisco ICM. The application gateway is not required to enable screenpops to the CSR desktop or to enable the telephony toolbar.

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us