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Adding Cisco Finesse and WCCE links

Updated on June 4, 2021

The Cisco Finesse link is a web services or JavaScript-based connector that connects a Pega computer telephony integration (CTI)-enabled desktop to a Cisco Finesse server. This link type is applicable to Cisco Finesse and Webex Contact Center Enterprise (WCCE) connections. This is an out-of-the-box integration that Pega Call provides for Cisco Finesse open CTI desktop connections and Cisco WCCE.

  1. In the navigation pane of App Studio, click SettingsPega Call.
  2. In the list of CTI settings, click CTI link setup.
  3. On the CTI link setup page, click Add new link.
  4. Enter a name and description for the link.
  5. In the Link list, select Cisco Finesse.
    Result: The page displays additional settings specific to Cisco Finesse links.
  6. In the Javascript object field, enter the JavaScript object that implements the connector.
  7. In the Deployment type field, select the deployment type for your Finesse environment.
  8. In the Primary server url field, enter the URL of your primary Finesse server.
  9. In the Primary bosh url field, enter the URL of the primary Finesse notification server.
  10. In the Failover hostname field, enter the failover host name of the failover server.
  11. In the Failover bosh url field, enter the URL of the failover Finesse notification server.
  12. Confirm your updates by clicking Save.
Result: The new link is displayed in the summary table on the CTI link setup home page. For more information about the summary table and the actions that you can perform on existing CTI links, see Available actions for existing links.

Once you set up a CTI link, you can configure switch capabilities and set up diagnostic logging for the link.

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