After you configure your application gateway so that the Cisco router can make query requests, depending on your organization’s needs, modify the application gateway rules to respond to the query requests. Based on the data that is returned in response to the query request, the Cisco router can choose the route destination.
The ChannelServices-Admin-AppGateway class contains the rules that are associated with basic settings that you configured for the application gateway.
You also configure the service package that processes application gateway queries and the rules that parse queries and respond to them.
Optionally, you can ensure high availability and fault tolerance by configuring two application gateways that run on separate Pega Platform nodes to respond to the same queries.
Application gateway rules
ICM application gateway queries can look up customer data (including data in third-party databases or Pega Customer Service interaction history), execute business rules in the Pega Platform system, and send back response data for call processing and routing.
Each query sends ICM call variables (including ECC variables) to the application. The application evaluates the data that is received from the ICM and sends its own set of call variables that is used to direct subsequent processing in the ICM script.
You configure the ICM routing script to query your application when information from your application is required for call processing or routing.
The ChannelServices-Session-AppGateway class provides rules for parsing, processing, and responding to ICM application gateway queries, including properties to store ICM variables and activities to process and respond to the query.
This class contains a sample activity ProcessTaggedFields to send responses to application gateway queries. This activity provides an example of ICM call data that is read and used to vary responses, including examples of setting ICM call data (including ECC variables) in the response. You can save this activity to your ruleset and customize it to suit your needs.
In most cases, you do not need to modify the rules in the ChannelServices-Session-AppGateway class, except the ProcessTaggedFields activity.
Application gateway service package
The CTILinkEvent service package processes application gateway queries. Therefore, you must ensure that the application associated with the access group of this service package contains the ruleset where you make application gateway rule changes.
High availability and fault tolerance
To prevent downtime, you can configure two application gateways to run on separate Pega Platform nodes and respond to the same queries. The application gateways must share the rules used to process and respond to queries (for example, your customized ProcessTaggedFields activity).
You can configure the ICM router(s) to send queries to either or both Pega Platform nodes.