Pega Call provides the ability to create and configure application gateways that you can use with Cisco ICM to enable enhanced routing. By using the gateway, you can execute Pega Platform rules as part of Cisco ICM call processing to improve or personalize routing.
For example, you can use a customer’s telephone number to look up account information or interaction history, and then automatically tailor subsequent interactive voice response (IVR) processing and call routing.
- Cisco Finesse
- Cisco Webex Contact Center Enterprise (WCCE)
- Cisco ICM/UCCE
The ICM application gateway is separate from the Pega Call CTI link for Cisco ICM. The application gateway is not required to enable screen pops to the CSR desktop or to enable the telephony toolbar. The application gateway implements a Cisco-defined interface known as the Enterprise Application Gateway interface.
The application gateway is implemented as a Java service (SERVICE JAVA CTILinkEvent • ApplicationGateway • QueryRequest) that runs on a Pega Platform node.
The application gateway uses a Pega Platform value group to represent Cisco ICM’s extended call context (ECC) variables. ECC variable names are mapped to Pega Platform property names. Since Pega Platform property names do not include periods (.), Pega Call maps all periods in ECC variable names that are received from ICM to underscore (_) characters in Pega Platform property names. The application gateway has a key conversion setting, which determines how underscores in the Pega Platform property names map to ECC variable names when Pega Call sends variables back to ICM. For more information, see the Key conversions setting description in Adding application gateways.
You can configure more than one application gateway to ensure high availability and fault tolerance.