System requirements
To create a computer telephony integration (CTI) link, you must meet the system
requirements of both Pega Platform and the target CTI
platform. Each Pega Platform node that has a local CTI link requires TCP/IP
network connectivity to each CTI server that it connects to. Consider installing a remote connectivity application, such as VPN, modem, or remote
management software, to provide diagnostic capabilities. Avaya AES JTAPI SDK with Java libraries imported to Pega
Platform. For instructions, see the Importing Java libraries for Avaya
AES links section below. Genesys Engage Platform SDK with Java libraries imported to Pega
Platform. For instructions, see the Importing Java libraries required
for a Genesys Engage Platform SDK CTI link section
below. For information on general hardware and software requirements for Pega Platform, see the Platform Support Guide. You must import selected Genesys Engage Platform SDK Java libraries to Pega Platform to be able to create a Genesys Engage Platform SDK Java
computer telephony integration (CTI) link. You must import selected Avaya Application Enablement Services (AES) SDK Java
libraries to Pega Platform to be able to create an Avaya AES computer
telephony integration (CTI) link. Pega Call provides support for a wide range of computer
telephony integration (CTI) vendors.System requirements
CTI platform Requirements Amazon Connect n/a Avaya Aura Contact Center (AACC) AACC version 6.4 or higher, with a Communication Control Toolkit
(CCT) server that supports integration over (Simple Object Access
Protocol) SOAP. Avaya Application Enablement Services (AES) Cisco Finesse and Cisco Webex Contact Center Enterprise
(WCCE) Cisco Finesse version 11.5 or higher. Cisco Intelligent Contact Management (ICM) Cisco ICM or Unified Contact Center Enterprise (UCCE) version 10.05
or higher. Five9 n/a Genesys Cloud CX n/a Genesys Engage Platform SDK Genesys Web Services n/a Importing Java libraries for Genesys Engage Platform SDK links
commons.jarconfigurationprotocol.jarconnection.jarkvlists.jarprotocol.jarsystem.jarvoiceprotocol.jarnetty-x.x.x.Final.jarlog4j-1.2.x.jar file from the
Apache Log4j repository to the Pega
Platform node on which you want to create the CTI link.Importing Java libraries for Avaya AES links
ecsjtapia.jarlog4j-1.2.x.jarCTI vendor support matrix
Pega Call CTI vendor support matrix
Pega Call version Supported CTI vendor Supported CTI vendor version Unsupported CTI vendor version 8.7 Amazon Connect - 8.7 Avaya 8.7 Cisco 8.7 Five9 Version compatibility will be tested in a future release. Version compatibility will be tested in a future release. 8.7 Genesys
Previous topic CTI link-specific features Next topic Creating the server connection