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Adding Genesys Engage (Platform SDK) links

Updated on March 31, 2022

The Genesys Engage (Platform SDK) link is a Java-based connector that connects the Pega Platform server to a Genesys Engage server. This is an out-of-the-box integration that Pega Call provides for local Genesys Engage connections.

  1. In the navigation pane of App Studio, click SettingsPega Call.
  2. In the list of computer telephony integration (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 Genesys Engage (Platform SDK).
    Result: The page displays additional settings specific to Genesys Engage (Platform SDK) links.
  6. In the T-Server host name field, enter the host name or the IP address of the T-server.
  7. In the Port field, enter the port number to which Pega Call connects.
  8. In the Tenant ID field, enter the unique identifier for the tenant in a multi-tenant environment.
  9. In the Application Name field, enter the Pega Call application name as configured in the Genesys framework.
  10. In the Password field, enter the application password as configured in the Genesys framework.
  11. If you want Pega Call to attempt to connect to a secondary server if the connection to the primary server fails, select the Enable failover checkbox.
  12. If you have enabled failover, configure the failover settings:
    1. In the Secondary t-server host name field, enter the secondary T-server host name.
    2. In the Port field, enter the secondary T-server port number.
    3. In the Tenant ID field, enter the unique identifier for the tenant in a multi-tenant environment.
    4. In the Application Name field, enter the Pega Call application name as known in the Genesys framework.
    5. In the Password field, enter the application password as configured in the Genesys framework.
  13. In the Telephony switch field, select the telephony switch to which the T-Server connects.
  14. In the Reason Codes section, add one or more reason codes for an agent to indicate to the telephony switch why they are setting themselves as unavailable (not ready) for calls, or logging out of the CTI user interface.
  15. Click 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.

Tags

Pega Call 8.7

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