Posted: 26 Jun 2019 12:08 EDT Last activity: 13 Jul 2019 11:45 EDT
CTI : how to implement Enhanced Routing
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 ?
***Edited by Moderator Marissa to update platform capability tags****