Configuring call data
Pega Call communicates with a third-party telephony system
through computer telephony integration (CTI). To configure Pega Call and implement features that CTI provides, you need to map CTI data
to Pega Call properties. You create the initial mapping in the configuration wizard. For instructions, see Running the Pega Call configuration wizard. You can then make changes to the
mapping in the associated data transform. Call data properties are stored in the pyOffering data transform, in
the ChannelServices-Interaction-Call class in the
Pega-CTI ruleset. Call objects are typically created when a call arrives at a CSR desktop. CTI call data,
for example, data entered by the caller in the interactive voice response (IVR), is
stored in properties in the call class. The pyOffering data transform maps CTI data that Pega Call receives when a call arrives at the CSR
phone to properties in the ChannelServices-Interaction-Call
class. You can customize the pyOffering data transform and the properties
in the ChannelServices-Interaction-Call class to suit your
needs. The way Pega Call saves call data depends on your computer
telephony integration (CTI) platform. The table below describes how Pega Call saves call data
coming from various CTI platforms. The User-To-User Information (UUI) data provided by Avaya AES is stored in
the pyApplicationData property in the
ChannelServices-Interaction-Call class. Pega Call recognizes and parses UUI data
received in certain formats using the
ChannelServices-Event-CTILink-JTAPI >
ParseApplicationData activity, which parses
pipe-delimited data into the pyCallVariables value
list, and XML strings into the pyUserData value
group. The User-To-User Information (UUI) data provided by Avaya ACC is stored in
the pyApplicationData property in the
ChannelServices-Interaction-Call class. Pega Call recognizes and parses UUI data
received in certain formats using the
ChannelServices-Event-CTILink >
ParseApplicationData activity, which parses
pipe-delimited data into the pyCallVariables value
list, and XML strings into the pyUserData value group.
The activity parses string data into the
pyAttachedDataString property and key-value pairs into the
pyUserData value group. Pega Call stores peripheral variables received
from Cisco ICM in the pyCallVariables value list, in
the ChannelServices-Interaction-Call class. Pega Call stores ECC variables received from
Cisco ICM in the pyUserData value group, in the
ChannelServices-Interaction-Call class. For Avaya ACC or AES, Cisco ICM, and Genesys Engage Platform SDK, the Pega Call CTI Engine sends telephony events to the
local Pega CTI node through a Rule-Service-Java Java service. The
service package used for this is CTILinkEvent. For Avaya ACC or AES, Cisco ICM, and Genesys Engage Platform SDK, in a distributed
deployment model, CTI requests from the remote node execute using the
CTILinkRequest service package on the local CTI node. Events
from the local CTI node execute services on the remote node using the
CTILinkRemoteEvent service package. If you need to perform additional processing when a call arrives at a CSR phone, you can
override the pyPrefetch activity in the
ChannelServices-Interaction-Call class. For Amazon Connect, Avaya AACC, Avaya AES, Cisco ICM, Genesys Platform SDK and
Genesys Web Services, Pega Call provides when rules that determine
when call objects are saved or updated in the database. The following Pega Call when records are defined in the
ChannelServices-Interaction-Call class: If set to true, Pega Call overwrites a
pre-existing call object if one is found. Any data in the older call object
is lost. If set to false, Pega Call updates
the call page with the data received from the computer telephony integration
(CTI) platform based on the pyOffering data
transform. Properties that are not updated are retained from an older call object to
support situations in which a system or process, such as data prefetch,
creates call objects before Pega Call
receives an incoming call. If set to true, Pega Call checks for
a pre-existing call object with the same ID. If you are certain that a prior
call object does not exist and call IDs will not repeat before old call
objects are deleted, you can set this property to false. This rule can
optimize database access as part of screen pop handling. This rule determines if a call object is saved as part of Pega Call event processing. Set this rule to true for the offering event to ensure that call pages on the
clipboard are populated with CTI data when a call arrives at a CSR phone.
This rule also ensures that any data gathered using the
pyPrefetch activity is available to the user. You can view real-time call data on the clipboard in Dev Studio. To view call data on the clipboard, you need to simulate a call. For more information
on the clipboard, see Clipboard tool.Saving call data
CTI platform Description Avaya AES Avaya ACC Genesys Engage Platform SDK Pega Call stores call data
provided by Genesys Engage Platform SDK in the
pyUserData value group, in the
ChannelServices-Interaction-Call class. Cisco ICM Configuring when rules
When rule Description pyOverwriteExisting pyCheckExisting pySaveInteraction Viewing call data on the clipboard
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