I am looking for some high level information that talks to integrating CPM and NBAM/NBAA. I am not looking for "how" to do it, but I am looking for more along the lines of what happens where once the integration is complete.
For instance: 1. Do all inbound calls start in CPM?
2. If a call has a service intent, do you work/close the intent in CPM and then go to NBAM/NBAA to work the offer?
***Edited by Moderator: Maryrita, added Group Tag***
CPM to NBAM integration takes place in two ways. The call starts in CPM as it normally would. During the process of evaluating intents, a REST call is made to the NBAM system to see what the appropriate next best action is for this contact. The infromation returned from this REST call is shown in the Interaction driver area as "Make Sales Offer" or alike. When the CSR clicks on the offer, the screen for the intent is rendered using FCM. So, the case is processed in the NBAM system, but the UI is rendered in the CPM Interaction area using the FCM gadget. Once that's completed, the CPM Interaction can be wrapped up normally.
Thanks very much! It's more than I had. Are you aware of any documentation available within Pega that references this process? I haven't been able to locate any. (Maybe my search parameters need modifying)