Before running the Pega Call configuration wizard, ensure that your CTI
environment is ready for implementation of Pega Call, the required rulesets are
available, and extension and agent login credentials are configured.
- Contact the person who manages your CTI environment and ensure that it is
configured to provide CTI services to Pega Call. Obtain the information required
to connect to Pega Call.
For more information, see the Defining Pega Call configuration
section under Define behavior for additional components
the latest Pega Customer Service
available on the Pega Community. Use the
Implementation Planning workbook available on the Pega Community
to record your requirements.
- Create your application (for example, using the Application Wizard or
The application must include Pega Call rulesets
PegaFW-ChannelServices ) and an open application
ruleset in which the Pega Call wizard creates additional rules.
- Work with your telephony and CTI team to configure and identify an extension
and agent login credentials.
Pega Call monitors a call coming to a CSR's phone
extension, retrieves associated data, and allows the user to map call-associated
data to Pega properties to use with your application.