Question

2
Replies
233
Views
Close popover
Kevin Fages (kevin.fages)
April Technologie
Responsable application
April Technologie
FR
kevin.fages Member since 2015 7 posts
April Technologie
Posted: June 26, 2019
Last activity: July 13, 2019
Closed
Solved

CTI : how to implement Enhanced Routing

Hi

I am looking how we can use PegaCALL to use as a routing decision. The operation guide explains :

  • Pega Call uses the Decision Tree ChannelServices-Event-CTILink-JTAPI • SelectRoute to route calls. Modify this rule in your own ruleset and write your own routing logic
  • Configurable rules determine the appropriate call routing based on data from the IVR, PBX/ACD, and customer information systems. The data used for routing decisions includes ANI (Automatic Number Identification – identifies the telephone number the caller is calling from), DNIS (Dialed Number Identification Service – identifies the number the
    person called), caller-entered data from the IVR...

I understand it but how get the data from the IVR and the ANI/DNIS data in the decision tree SelectRoute ?

Are these information in the Primary Page ? If it is, in which properties / embedded page ?

Are these information in other page in the clipboard ? If it is, in which page ?

Regards,

***Edited by Moderator Marissa to update platform capability tags****

Pega Customer Service Conversational Channels
Moderation Team has archived post,
Close popover This thread is closed to future replies. Content and links will no longer be updated. If you have the same/similar Question, please write a new Question.