Custom CTI integration example

Pega Customer Service can integrate with an external CTI system in various ways. The following example describes one possible method by which a CTI system can route calls to an agent desktop with Voice AI features integrated:

1. The CTI system sends a REST request to the Pega server to alert an incoming call to a CSR.
2. The Pega server notifies the agent desktop of the incoming call by using a notification channel.
3. Custom JavaScript code running on the agent desktop subscribes to the incoming call event, displays a screen pop, and starts the interaction.
4. A JavaScript action invokes the function for the Voice AI desktop app to capture the audio.

To implement a customization that works in this way, make the following changes:

1. Update the REST service activity with the following properties before invoking the notification channel:

   .AISessionID

   Use the @Utilities.pxGetNewGUID() function to generate a GUIDV4 string.

   .AIChannelID

   Use the Voice AI Channel ID setting in the Voice AI configuration set.

   Use the Expression Builder to build this property value.

   .AIIsolationID

   Use the Isolation ID setting of the Voice AI configuration set.

   Use the Expression Builder to build this property value.

   .AILanguageModel

   Use the Language Model setting of the Voice AI configuration set.

   Use the Expression Builder to build this property value.

   .AISpeechModel

   Use the Speech Model setting of the Voice AI configuration set.

   Use the Expression Builder to build this property value.

   .AIRecordOnlyMode

   Use the VAD Record Only Mode setting of the Voice AI configuration set.

   Use the Expression Builder to build this property value.

   .AIAccessToken

   Populate this parameter by calling the RetrieveAccessToken activity on the current primary page.

   OperatorID

   Enter the ID of the operator to whom the notification is sent.

   RouterURL

   Use the RetrieveAudioRouterURL data transform to populate the Voice AI transcript URL on the current primary page.

2. Update the JavaScript function that is subscribed to the notification to invoke the pega.cs.voiceai.startCall function with the following parameters:
   1. sessionID
   2. channelId
   3. accessToken
   4. isolationId
   5. languageModel
   6. speechModel
   7. operatorId
   8. recordOnlyMode
   9. callTransfer
      Note: As of Pega Customer Service version 8.6, the callTransfer parameter is a placeholder for future implementation. For now, set this parameter to null or "".
   10. routerURL
3. Modify the invocation of the CreateWork API to start the interaction and to pass the AISessionID to the interaction flow. For example:

   pega.desktop.createNewWork(<Interaction Class>, "", "<Flow name>", "&AISessionID=" + sessionId..” 

4. If you made an override to the PostCloseResponse HTML rule in the out-of-the-box implementation, configure an alternate way to trigger the Pega.cs.voiceai.endcall function based on the call disconnection event.
   Note: The PostCloseResponse rule alerts the Voice AI desktop app to end the audio recording when a call is disconnected.