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April Technologie
Posted: June 26, 2019
Last activity: July 13, 2019
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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****
The route request is contained in a top level page CTIEvent.
CTIEvent.pyANI contains the ANI
CTIEvent.pyDNIS contains the DNIS
CTIEvent.pyApplicationData contains the UUI.