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Pega Call implementation

Updated on September 11, 2020

This section describes the architecture for a Pega Call implementation with Genesys Pure Engage platform. In this architecture, Pega Call connects to the Genesys TServer (rather than directly to your telephony equipment) to provide telephony services to your Pega application. The Genesys Pure Engage platform manages interfaces with your telephony equipment including IVRs, PBXs and ACDs. The topic includes descriptions of the components used in the implementation and their connectivity.

Pega Call for Genesys can be implemented as a CTI Link Engine as discussed in this guide. If you are implementing a new Pega Call system, use the CTI Link Engine.

Note: In this section, Genesys Pure Engage refers to the overall Genesys Pure Engage platform while Genesys TServer refers to the server that Pega Call connects to, in order to provide telephony services.

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