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-Avaya for use with local and remote CTI links that use Avaya AES. 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-Avaya.MakeCall. You can set data in the value group pyApplicationData by using subscripts of your choice. Source data includes references to pages on the user’s clipboard.
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).