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Planning the infrastructure

Updated on March 25, 2020

To plan for the telephony integration, one of the task is to plan the connectivity to your telephony infrastructure.

  1. Understand which telephony vendor that your site uses.
  2. Review the Pega Call CTI Implementation materials to understand the configuration for your vendor.
  3. Meet with the technical resources responsible for configuration and maintenance of the Contact Center Telephony and CTI infrastructure at your site to get an understanding of the current configuration and desired call flows and customer experience.
    Ensure that a resource from the telephony team is available to work with the Pega Call implementation team.
  4. Share the information related to the way Pega Call gets connected to the CTI environment with the telephony expert. The telephony expert is required to configure the CTI environment to allow Pega Call to connect and share the configuration details with the Pega Call implementation team.
    For more information on CTI-specific configuration details, see the individual configuration guides available on the Pega Call product page.

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