CTI link

The Pega Call computer telephony integration (CTI) link interfaces between Pega Platform and the CTI platform. The CTI link translates telephony events from the CTI platform into messages that are sent to Pega Call rules for processing. In addition, the CTI link receives telephony requests from Pega Call rules and translates the requests into specific telephony requests for processing by the CTI platform.

For Avaya Application Enablement Services (AES), the CTI link also monitors the routing point within the PBX/ACD and provides enhanced call routing decisions.

When deployed on a Pega Platform node, a CTI link uses Java or other interfaces, for example, web services, to integrate with the CTI platform. The Java layer that supports the CTI link is called a CTI Link Engine. The CTI Link Engine supports server-side integration to Avaya AES, Cisco Unified Intelligent Contact Management (ICM), and Genesys Engage Platform SDK platforms.

The CTI link for Avaya Aura Contact Center (ACC) uses Simple Object Access Protocol (SOAP) to integrate with the Communications Control Toolkit (CCT) server.

Pega Call rules

Pega Call includes several rulesets loaded onto your Pega Platform server. These rules process events from the Pega Call CTI link and pass CTI requests to the CTI link.

These rulesets also provide user interfaces for screen pops, telephony mode, and agent state management on the Pega Call Desktop. Details on Pega Call rules are provided in subsequent chapters.

Pega Call Desktop

Pega Call provides various UI elements to manage agent state and provide call control, meaning the ability to answer, start, hold, and transfer calls. Pega Call Desktop is available in full telephony mode for both agent state management and call control, and in simple telephony with agent state management mode for agent state management. For more information, see Configuring device capabilities.

There are two ways to integrate Pega Call with a Computer Telephony Integration (CTI) server: server-side or client-side.

Client-side integration

This integration applies to the following CTI links:

• Cisco Finesse
• Cisco Webex Contact Center Enterprise (WCCE)
• Genesys Web Services
• OpenCTI Desktop

When the CTI integration is client-side, the desktop maintains sessions directly with the CTI server. The voice path is always at the desktop, uncontrolled by the CTI integration. The desktop uses Javascript to integrate with the CTI server. There is no integration between the Pega Platform application server and the CTI server.

Embedded client-side integration

This integration applies to the embedded UI CTI links.

A special type of client-side integration is integration via an Embedded UI link. The Embedded UI link is a generic connector that supports building custom client-to-server integrations for CTI systems with embedded, third-party user interfaces, including Amazon Connect, Five9, and Genesis Cloud CX integrations.

Server-side integration

This integration applies to the following CTI links:

• AACC
• JTAPI (Avaya AES)
• Cisco ICM/UCCE
• Genesys Engage Platform SDK
• OpenCTI Server

Server-side integration means that the Pega Platform application server is integrated with the CTI server, and all communication goes over that interface. The server maintains sessions with the CTI server. Depending on the specific CTI platform, the Pega Platform application server interconnects with the CTI server by using web services or Java.