PegaCALL™ is an optional add-on software component for Process Commander. PegaCALL supports computer-telephony integration (CTI), including the ability to present pop-up forms for inbound phone calls routed through a voice response unit. This capability is used in call centers and customer support centers.

The client component of PegaCALL resides on the Process Commander server and communicates with a server component using SOAP messages. The Windows-based server component communicates directly with telephone equipment such as private branch exchanges (PBXs), automatic call distributors (ACDs) and interactive voice response devices (IVRs).

PegaCALL is typically installed to support a Process-Commander-based solution framework such as Customer Process Manager (CPM).

Consult these publications for additional information: PASHM 3/6/07

• PegaCALL for PegaRULES Installation and Upgrade Guide
• PegaCALL for PegaRULES Configuration and Operations Guide

	Customer Process Management, solution framework
	Process Commander documentation

Definitions — P