Skip to main content


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

System requirements

Updated on March 16, 2023

To create a computer telephony integration (CTI) link, you must meet the system requirements of both Pega Platform and the target CTI platform.

Each Pega Platform node that has a local CTI link requires TCP/IP network connectivity to each CTI server that it connects to.

Consider installing a remote connectivity application, such as VPN, modem, or remote management software, to provide diagnostic capabilities.

System requirements

CTI platformRequirements
Amazon Connectn/a
Avaya Aura Contact Center (AACC)AACC version 6.4 or higher, with a Communication Control Toolkit (CCT) server that supports integration over (Simple Object Access Protocol) SOAP.
Avaya Application Enablement Services (AES)

Avaya AES JTAPI SDK with Java libraries imported to Pega Platform.

For instructions, see the Importing Java libraries for Avaya AES links section below.

Cisco FinesseCisco Finesse version 11.5 or higher.
Cisco Intelligent Contact Management (ICM)Cisco ICM or Unified Contact Center Enterprise (UCCE) version 10.05 or higher.
Five9n/a
Genesys Cloud CXn/a
Genesys Engage Platform SDK

Genesys Engage Platform SDK with Java libraries imported to Pega Platform.

For instructions, see the Importing Java libraries required for a Genesys Engage Platform SDK CTI link section below.

Genesys Web Servicesn/a
Note: CTI link configurations using AACC with Communication Server 1000 (CS1000) are not supported.

For information on general hardware and software requirements for Pega Platform, see the Platform Support Guide on Pega Community.

CTI vendor support matrix

Pega Call provides support for a wide range of computer telephony integration (CTI) vendors.

Pega Call CTI vendor support matrix

Pega Call versionSupported CTI vendorSupported CTI vendor versionUnsupported CTI vendor version
8.6Amazon Connect
  • Connect (API v1.0.5.)
-
8.6Avaya
  • Application Enablement Services (AES)– 6.3.2, 7.x, 8.x (via JTAPI)
  • Avaya Aura Contact Center (AACC) – 6.4, 7.x (non-Nortel ‘Red')
  • AACC Nortel (‘Blue’)
  • Avaya Interaction Center
8.6Cisco
  • Finesse 11.5+
  • Unified Contact Center Express (UCCX) 11.5+ via Finesse
  • Unified Contact Center Enterprise (UCCE) /ICM v7.x – v11.x
  • Cisco Unified Communications Manager (CUCM)
8.6Five9Version compatibility will be tested in a future release.Version compatibility will be tested in a future release.
8.6Genesys
  • Genesys Engage 7.x, 8.x, 9.x (T-Server APIs for Avaya and Genesys Engage Web Services)
  • Genesys Cloud
  • Genesys Engage Web Services
  • Genesys Engage Cloud
  • PureConnect (the former Interactive Intelligence Platforms)
Note: CTI link configurations using AACC with Communication Server 1000 (CS1000) are not supported.

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.

Pega.com is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us