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Cognizant
Posted: February 13, 2017
Last activity: February 28, 2017
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Avaya-AES-CTI
Hi,
Anyone here can please let me know, what activity i need to customize to search for contact details in database and get additional details for contact?
And whether it is possible to send some data some data from PEGA 7 to Avaya-AES back to take survey on IVR ? and those details can be passed to Pega back ?
***Updated by moderator: Lochan to add Categories***
Arun,
Its not clear what search you are referring to. Are you talking about after the screenpop has arrived and been accepted that you are wanting it to pull more info? PegaCA-CTI-Call.Startinteraction and ChannelServices-Interaction-Call.StartInteraction are the starting points . You may want to fire up tracer and see what is being executed.
There is no OOTB functionality to do what you are inquiring about. I would suggest you look at the Service Java calls that are available for the CTILINKevent service package for the JTAPI calls and see if you can leverage those to implement the functionality that you require.
Thanks.