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Updating the Pega Call application

Updated on October 1, 2021

You can use Pega Call™ as part of the Pega Customer Relationship Management (CRM) suite of applications or as a standalone application.

  • This document applies only to Pega customers who are running the applications on premises or on a third-party cloud installation.
  • In Pega Call used with Pega Customer Service, ensure that both these applications are always on the same patch release version. For example, if your Pega Call version is 8.6.3, then your Pega Customer Service version needs to also be 8.6.3. When you update one of these applications, you need to update the other one as well.
Before you begin: Ensure that you complete the prerequisites for Pega Call update:
  • Update to the latest available release of Pega Platform™ 8.6, and ensure that you can log in as an administrator. For more information, see the Pega Platform Update Guide for your environment available on the Pega Platform page on Pega Community.
  • If you are using Db2 9.7 or later, enable the Automatic REORG setting as described in the documentation provided with your database system. Set the auto_maint, auto_tbl_maint, and auto_reorg configuration parameters to ON.
  • Purge temporary objects before updating.

    Pega Call uses temporary objects to represent calls and the associated data received from your computer telephony integration (CTI) system.

    • If you are updating from Pega Call 6.3 or later, use the call-object purge utility included in Pega Call.
    • If you are updating from an earlier release, use a third party tool or write an activity to delete call objects from the database.
  1. Perform the procedures that apply to your update scenario:
    Update typeRequired actions
    Update of Pega Call with Pega CRM suite of applications
    1. Update the CRM suite of applications. For more information, see Pega CRM 8.6 Update Guide on the Pega Customer Service product page or the Pega Sales Automation product page. Note: Pega Call is packaged with the CRM suite of applications.
    2. When you update to the latest version of Pega Platform™, if the PerformDefaults, NewDefaults, OpenDefaults, and PreClose extension activities in Pega Call are overridden in the implementation layer, incorporate the changes from the PegaCA-Work or PegaCA-Work-Interaction classes into the implementation layer.
    3. Import the Pega Call with CRM application bundle. For more information, see Importing the Pega Call with CRM application bundle.
    4. Disable background class saving. For more information, see Disabling background class saving with JBoss e-Tier.
    5. Verify your update. For more information, see Verifying your update.
    6. Optional: If you customized Pega Call rules accessed by service rules, reconfigure service packages or access groups. For more information, see Modifying the service packages and access groups.
    7. Optional: If you built custom applications with Pega Call, update the version number of your built-on application. For more information, see Setting the version number of your built-on application.
    Update of Pega Call without Pega Customer Relationship Management (Standalone)
    1. Import the standalone application bundle. For more information, see Importing the Pega Call application bundle.
    2. Update the CTIService access group. For more information, see Updating the CTIService access group.
    3. Disable background class saving. For more information, see Disabling background class saving with JBoss e-Tier.
    4. Verify your update. For more information, see Verifying your update.
    5. Optional: If you customized Pega Call rules accessed by service rules, reconfigure service packages or access groups. For more information, see Modifying the service packages and access groups.
    6. Optional: If you built custom applications with Pega Call, update the version number of your built-on application. For more information, see Setting the version number of your built-on application.
  • Previous topic Adding the Pega Call security privilege to custom access roles
  • Next topic Importing the Pega Call application bundle

Tags

Pega Call 8.6

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