Appendix: CTI link-specific configuration
This appendix lists topics in the Pega Call Implementation Guide that apply to all computer telephony integration (CTI) links, and topics that apply to specific CTI link(s).
Depending on your CTI provider and the features that you want to use, review the appropriate combination of the generic topics and CTI link-specific topics to configure your Pega Call environment.
Topics that apply to all CTI links
The following topics in the Pega Call Implementation Guide apply to all CTI links:
- Getting started with Pega Call
- System requirements (introduction)
- CTI vendor support matrix
- Creating the server connection (introduction)
- Available actions for existing links
- Configuring device capabilities
- Configuring call treatment
- Customizing the call control panel
- Running the Pega Call configuration wizard
- Configuring call data
- Pega Call access permissions
- Creating dial plans
- Retrieving business data from additional sources
- Running CTI links on specific nodes
- Configuring the Java thread pool
- Maintaining call objects
Topics that apply to specific CTI links
This section lists topics that are relevant to specific CTI links.
In addition to the topics listed for your provider here, you should review the list of features supported for each CTI provider in the Pega Call section of the Pega Customer Service Product Overview.
AACC
- For information about the Pega Call architecture for AACC links, see Server-side integration.
- For information about adding AACC links, see Adding AACC links.
- For information about configuring logging for AACC links, see Configuring diagnostic logging for AACC links.
- For information about configuring switch capabilities for AACC links, see Configuring switch capabilities.
Avaya AES
- For information about the Pega Call architecture for Avaya AES links, see Server-side integration.
- For information about importing the required Java libraries, see Importing Java libraries for Avaya AES links.
- For information about adding Avaya AES links, see Adding JTAPI links.
- For information about setting up phone books for Avaya AES links, see Configuring phone books.
- For information about configuring logging for Avaya AES links, see Configuring diagnostic logging for non-AACC server-side links.
- For information about route points for Avaya AES, see Configuring route points.
- For information about configuring switch capabilities for Avaya AES links, see Configuring switch capabilities.
- For information about setting up SDK tracing for Avaya AES links, see Enabling SDK tracing.
- For information about VDN monitoring for Avaya AES links, see Monitoring vector directory numbers.
Cisco Finesse
- For information about the Pega Call architecture for Cisco Finesse links, see Client-side integration.
- For information about adding Cisco Finesse links, see Adding Cisco Finesse links.
- For information about setting up phone books for Cisco Finesse links, see Configuring phone books.
- For information about setting up application gateways for Cisco Finesse links, see Configuring application gateways.
- For information about configuring switch capabilities for Cisco Finesse links, see Configuring switch capabilities.
- For information about enabling single sign-on for Cisco Finesse links, see Enabling SSO for Cisco Finesse.
Cisco ICM/UCCE
- For information about the Pega Call architecture for Cisco ICM/UCCE links, see Server-side integration.
- For information about adding Cisco ICM/UCCE links, see Adding Cisco ICM/UCCE links.
- For information about setting up phone books for Cisco ICM/UCCE links, see Configuring phone books.
- For information about configuring logging for Cisco ICM/UCCE links, see Configuring diagnostic logging for non-AACC server-side links.
- For information about setting up application gateways for Cisco ICM/UCCE links, see Configuring application gateways.
- For information about configuring switch capabilities for Cisco ICM/UCCE links, see Configuring switch capabilities.
Embedded UI (includes Amazon Connect, Five9, and Genesys Cloud CX)
- For information about the Pega Call architecture for embedded UI links, see Embedded client-side integration.
- For information about adding embedded UI links, see Adding Embedded UI links.
- For information about adding custom attributes for Genesys Cloud CX, see Adding custom attributes for Genesys Cloud CX links.
Genesys Engage Platform SDK
- For information about the Pega Call architecture for Genesys Engage Platform SDK links, see Server-side integration.
- For information about importing the required Java libraries, see Importing Java libraries for Genesys Engage Platform SDK links.
- For information about adding Genesys Engage Platform SDK links, see Adding Genesys Engage (Platform SDK) links.
- For information about setting up phone books for Genesys Engage Platform SDK links, see Configuring phone books.
- For information about configuring logging for Genesys Engage Platform SDK links, see Configuring diagnostic logging for non-AACC server-side links.
- For information about configuring switch capabilities for Genesys Engage Platform SDK links, see Configuring switch capabilities.
- For information about setting up ADDP tracing for Genesys Engage Platform SDK links, see Enabling Advanced Disconnection Detection Protocol tracing.
- For information about setting up SDK tracing for Genesys Engage Platform SDK links, see Enabling SDK tracing.
Genesys Engage Web Services
- For information about the Pega Call architecture for Genesys Web Services links, see Client-side integration.
- For information about adding Genesys Web Services links, see Adding Genesys Web Services links.
- For information about setting up phone books for Genesys Engage Web Services links, see Configuring phone books.
- For information about configuring switch capabilities for Genesys Engage Web Services links, see Configuring switch capabilities.
OpenCTI Desktop
- For information about the Pega Call architecture for OpenCTI Desktop links, see Client-side integration.
- For information about adding OpenCTI Desktop links, see Adding OpenCTI Desktop links.
- For information about setting up phone books for OpenCTI Desktop links, see Configuring phone books.
- For information about configuring switch capabilities for OpenCTI Desktop links, see Configuring switch capabilities.
OpenCTI Server
- For information about the Pega Call architecture for OpenCTI Server links, see Server-side integration.
- For information about adding OpenCTI Server links, see Adding OpenCTI Server links.
- For information about setting up phone books for OpenCTI Server links, seeConfiguring phone books.
- For information about configuring logging for OpenCTI Server links, see Configuring centralized logging.
- For information about configuring switch capabilities for OpenCTI Server links, see Configuring switch capabilities.
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