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Configuring phone books

Updated on March 31, 2022

Enable users to look up phone numbers directly in the Pega Call computer telephony integration (CTI) UI, without having to remember them or look them up in a separate application. Phone books improve the experience of CTI users and enhance their efficiency.

Note: This feature applies to the following computer telephony integration (CTI) links:
  • AACC
  • JTAPI (Avaya AES)
  • Cisco Finesse
  • Cisco Webex Contact Center Enterprise (WCCE)
  • Cisco ICM/UCCE
  • Genesys Engage Platform SDK
  • Genesys Web Services
  • OpenCTI Desktop
  • OpenCTI Server

You can create phone books based on the needs of the agents who log on to specific CTI links. For example, agents might want to see the contact numbers for a specific set of customers with whom they work, queues to which they might want to transfer calls, or specific departments, such as sales, support, or administration.

You can either create phone books in the Pega Call rules within Pega Platform or integrate them from an external system.

Pega Call supports static and dynamic phone books. Personal phone books, team phone books, and CTI link-specific phone books are static phone books, and a phone book that contains all agents that are currently logged in to the automatic call distributor (ACD) through Pega Call is a dynamic phone book.

You need to only create static phone books. Pega Call builds dynamic phone books automatically on demand. After creating a phone book, you associate that book with a CTI link so that CSRs who use that link can look up phone numbers in that phone book.

You can sort and filter the phone books by the phone book name, the date on which the phone book was last updated, and the user who last updated the phone book.

Creating phone books

You create a phone book as an instance of the ChannelServices-Admin-PhoneBook class.

  1. In the navigation pane of Dev Studio, click App.
  2. In the Classes search, find and open the ChannelServices-Admin-PhoneBook class.
  3. On the Instances of Phone Directory page, click Create, and then enter a meaningful description and name for the phone book.
    Examples of meaningful names include an operator ID, a workgroup ID, a department name, a computer telephony integration (CTI) link name, and so on.
  4. Click Create and open.
  5. Click the Add a row icon, and then enter a name, phone number, and contact type.
  6. Click Save.

Integrating external phone books

Use your existing external corporate directory with Pega Call by modifying a sample data transform that Pega Call provides with the format for a custom phone book integration.

  1. In the navigation pane of Dev Studio, click App.
  2. In the Classes search, find and open the Code-Pega-List class.
  3. Open the SearchCustomPhonebook activity by expanding TechnicalActivity.
  4. Replace the Sample CustomPhonebook data transform with an implementation that meets your requirements, for example, a query to an external database, an Active Directory server, or an LDAP server.

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