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Configuring call data

Updated on December 17, 2021

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.

Saving call data

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.

CTI platformDescription
Avaya AES

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.

Avaya ACC

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.

Genesys Engage Platform SDKPega Call stores call data provided by Genesys Engage Platform SDK in the pyUserData value group, in the ChannelServices-Interaction-Call class.
Cisco ICM

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.

Note: Do not override any of the activities that are used to process Pega Call events.

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.

Configuring when rules

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:

When ruleDescription
pyOverwriteExisting

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.

pyCheckExisting

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.

Note: Screen pop loading and related processing fails if this property is set to false and a prior call object exists.
pySaveInteraction

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.

Viewing call data on the clipboard

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.

  1. In the header of Dev Studio, click ConfigureChannel Services Pega CallTools & Settings.
  2. Click the phone icon and log in with CSR credentials.
  3. Click the phone icon again to set availability.
  4. Make a phone call to the CSR extension.
  5. Click the phone icon once more to answer.
  6. When connected to the call, click the Clipboard and view the call data.

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