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Retrieving business data from additional sources

Updated on June 4, 2021

To retrieve customer data from additional sources before a screen pop displays or call processing starts, override the pyPrefetch activity from your call class with the properties that you want to include from the additional source.

When a call arrives, Pega Call receives computer telephony integration (CTI) data that is gathered in the telephony system, and executes the pyPrefetch activity from your call class (for example, ChannelServices-Interaction-Call or PegaCA-CTI-Call).

Because the activity is executed on a service rather than a user thread, ensure that your rule changes are saved in the correct application that is specified in the CTIService access group.

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