This section describes an overview of the rules provided by Pega Call and how to use them in your application. This includes information you need while customizing or troubleshooting Pega Call.

Rulesets and class hierarchy

Many Pega Call rules are included in the ruleset Pega-CTI. Rules common to various channel services, such as CTI and chat, are in the ruleset Pega-ChannelServices.

Pega Call and other channel services use the class ChannelServices- as a base class for their class hierarchy.

CTI requests

Pega Call provides an API of activities in the class ChannelServices-Device-Phone which you can invoke from other Pega rules. Additional detail is included later in this chapter. Lower level request processing occurs in ChannelServices-Request-CTILink.

CTI events

Pega Call rules receive and process various CTI events from the CTI Link. Event processing is handled in ChannelServices-Event-CTILink and its subclasses. These rules are invoked from Java services (for local CTI links) or SOAP services (for remote CTI links). Additional detail is included later in this chapter.

Desktop events and Presence Agent ("ScreenPop Control")

Various rules related to desktop event delivery are in the class ChannelServices-ScreenPop.

Administration

Landing pages to administer Pega Call are in ChannelServices-Landing-PegaCTI. Rules for administering CTI Links are in ChannelServices-Admin-CTILink and in subclasses specific to each link type. The Pega Call configuration wizard is in ChannelServices-Wizard-CTI-.

Call class

Calls are represented by the class ChannelServices-Interaction-Call. Pega Customer Service uses the call class PegaCA-CTI-Call which inherits from ChannelServices-Interaction-Call. Additional details are included later in this chapter.