Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

Maintaining call objects

Updated on June 4, 2021

To maintain the call object database and prevent the buildup of old call objects, delete old call objects at regular intervals.

For each incoming call, Pega Call creates a call object in the Pega Platform database. This object includes computer telephony integration (CTI) data provided by your CTI platform and is used to populate screen pops for incoming and transferred calls. The database key for the call object includes the call ID.

Over time, the call object database table can become so large that screen pop display is delayed. Moreover, depending on your CTI platform, call IDs can repeat, causing call data to be overwritten. To prevent such issues, delete older call objects from the database at regular intervals.

You can use a third-party database management tool or use the Pega Call scheduled agent, and create a dynamic system setting for the maximum age of the call objects that you want to retain. Objects older than the set age are automatically deleted.

  1. Enable a scheduled agent.
    1. In the navigation pane of Dev Studio, click Records.
    2. Click SysAdminAgents.
    3. On the Agents page, click the Pega-CTI agent.
    4. In the Agent-Wide Settings section, select the Enable this agent checkbox.
    5. In the Agent-Wide Settings section, in the Interval field, enter a value in seconds that is lower than the desired call object age.
    Result: The scheduled agent runs each time the Interval value passes from the last agent execution. The default is 120 seconds. Each time the agent runs, a dynamic system setting deletes call objects older than the specified maximum call object age.
  2. Configure call object purging in a dynamic system setting.
    1. In the navigation pane of Dev Studio, click Records.
    2. Click SysAdminDynamic System Settings.
    3. To create a new dynamic system setting, click Create.
    4. In the Short description field, describe the purpose of this setting to easily identify it in the future.
    5. In the Owning Ruleset field, enter Pega-ChannelServices.
    6. In the Setting Purpose field, enter PurgeCallObjects/CallAgeLimit/Default.
    7. Click Create and open to create the dynamic setting.
    8. Click Edit rule.
    9. On the Edit rule page, set the Value in minutes to specify maximum call object age.
    Result: Objects older than this value will be deleted each time the scheduled agent runs.
  • Previous topic Adding custom attributes for Genesys Cloud CX links
  • Next topic Appendix: CTI link-specific configuration

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us