Skip to main content

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

Configuring Five9 CTI Links by using the configuration wizard

Updated on September 11, 2020

After creating a new Amazon Connect Embedded UI CTI Link, use the configuration wizard to simplify the configuration process.

You can also use the wizard to update an existing configuration. The wizard detects and updates existing settings in the specified ruleset.

Before you begin:
  1. Ensure that your access group is associated with the Pega-CTI ruleset and the rulesets that you want to use in your Pega Call application.
  2. Create a new EmbeddedUI CTI link. See Adding a new Five9 Native UI OpenCTI link.

Navigate through the wizard screens by clicking Back and Next at the bottom of the screen.

You can close the tab any time during the session to exit the wizard.

  1. In the header of Dev Studio, click ConfigureChannel ServicesPega CallAdministration & Configuration.

  2. In the Pega Call: Administration & Configuration page, click the Telephony Experience tab.

  3. Click Start configuration wizard.

  4. In the Connect CTI stage, select I have already configured a CTI link to use and click Next.

  5. In the Select CTI Link list, select your Amazon ConnectFive9 embedded UI CTI link and click Next.

  6. In the Application and Ruleset stage, select the application context to be used for processing CTI events. Select a ruleset and its version, and then click Next.

    Result: Your access group settings will be verified.
  7. If required, edit the access group associations. Click Next.

  8. In the Telephony Controls stage, Configure how users will control calls and agent state step, select Use the Pega Desktop as the primary means to control calls. Click Next.

  9. In the Configure if users will transfer cases with calls step, select the Users do not need to transfer cases with calls option and click Next.

  10. Optional:

    To place a test incoming call, perform the following actions:

    1. Ensure that the Monitor a Test Agent for Inbound Call check box is selected and click Next.

    2. Click the telephony icon and log in to your Five9 call center instance.

    3. Make the test call to verify connectivity.

    4. In the configuration wizard, click Back to return to the preceding step.

  11. Clear the Monitor a Test Agent for Inbound Call check box and click Next.

  12. Click Next.

  13. In the Call Data and screenpops stage, select the additional data mapping options that you want to use and then click Next.

  14. In the CONFIGURE DESKTOP BEHAVIOR WHEN A CALL ARRIVES step, select the call processing option that you want to use.

    Display Screen Pop
    1. Select the Display Screen Pop option and click Next.
    2. Select the properties to associate with the screen pop and click Next.
    Start Interaction processing
    1. Select the Start Interaction processing option and click Next.
    For more information on screen pops and automatic call processing, see Desktop behavior on arriving calls.
  15. In the Review and Save stage, verify the configuration and click Finish.

    After running the configuration wizard, you can also modify the settings manually from the Pega Call: Administration & Configuration page. See Editing CTI links, telephony experience, and call treatment manually.

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