CTI Integration through Cisco ICM
Hi,
We have to implement CTI integration for our customer. I have gone through the CTI integration operations and guide document. In that it is mentioned that "ICM Script may call the PegaCall ICM application gateway to retrieve additional data". How does ICM Script call Pega Call?
Could you please forward any guide/sample script related to ICM script change?
Thanks.
Message was edited by: Lochan to add Category
Pegasystems Inc.
IN
I have requested Jagannadham Parupudi From CTI Framework to respond on this post regarding the reported issue.
Pegasystems Inc.
IN
Hello Anusha,
I found the following content from one of our documents. Please check if it is helpful in creating ICM script
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To configure the application gateway to talk with the PRPC server follow the steps below:
- In the PegaCall Admin and Config window create the application gateway. Assign it a port to use that is currently unused.
- Change the PRPC host/port on the ICM server
- Log into the ICM server using an account with admin privileges
- Open the file ApplicationGateway_Proxy_Config
- Modify the Host and Port values at the top of the file. Do not modify anything else in the file. Save and close the file.
- Right click on the file and select "Run as administrator".
- It takes a few minutes for windows to pick up the changes.
Configuring an Application Gateway
The application gateway requires use of a VDN number on the switch. The call is placed to VDN and the vector for the VDN has a adjunct routing call to the ICM server CTI link.
Here are the required configuration steps:
Hello Anusha,
I found the following content from one of our documents. Please check if it is helpful in creating ICM script
--------------------------------------------------------------------------------------------
To configure the application gateway to talk with the PRPC server follow the steps below:
- In the PegaCall Admin and Config window create the application gateway. Assign it a port to use that is currently unused.
- Change the PRPC host/port on the ICM server
- Log into the ICM server using an account with admin privileges
- Open the file ApplicationGateway_Proxy_Config
- Modify the Host and Port values at the top of the file. Do not modify anything else in the file. Save and close the file.
- Right click on the file and select "Run as administrator".
- It takes a few minutes for windows to pick up the changes.
Configuring an Application Gateway
The application gateway requires use of a VDN number on the switch. The call is placed to VDN and the vector for the VDN has a adjunct routing call to the ICM server CTI link.
Here are the required configuration steps:
- Create the VDN that will be used to run the ICM script.
- Create the vector for the VDN. The step "adjunct routing link X" where X is the CTI link for the ICM server must be in the vector. This step is the call to run the script.
- In the ICM configuration create the following:
- Call Type using the Call Type List
- Dialed Number for the VDN number created above. Use the Dialed Number / Script Selector List
- Application Gateway using the Application Gateway List
- Add the VDN to the monitored devices on the Peripheral Gateway
- Create the routing script using the Script editor
- Add the Application Gateway call as a Gateway node in the script.
- Using the Call Type Manager in the script editor, select a Dial Number (the VDN) and add the script to it.
- On the Schedules tab of the Call Type Manager select the Call Type and add the script to it.
- Make the script Active
- Test the script using the Call Tracer
Common Wealth Bank of Australia
AU
Thanks Jagannadham for the provided information.
I am also looking for the service which would be called from CTI server to display the screen pop up. We might need to change the pop up screen.
Could you please shed some light on this?