Posted: 7 Sep 2017 11:41 EDT Last activity: 16 Oct 2018 12:03 EDT
Integrate PegaCall and PegaChat
We have a requirement to manage PegaChat and PegaCall queues to be in a common place so that Agent availability can be managed commonly, idea is that if an agent on call, he should not receive a incoming Chat request (which mean that PegaChat should be aware that agent is on call and not available), and if he is on Chat with customer, he shouldn't receive call. Is there OOB support to achieve this requirement?. IVR queues are amaintained in IVR/PBX/ACD and Chat queues are maintained in Pega CS, how can they be exposed to each other?
Any pointers will be appreciated
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There is no way today in our product to achieve this. This is a great question and suggestion. I can confirm that Pega is evaluating adding to the roadmap for universal presence, common routing, and administration. We do see the need for this. Today, these need to be managed separately with the agents logging on and off of the channels separately and managing the rules separately.
@BEZZJ - The 7.31 release of Pega Customer Service leveraged operator presence functionality in Pega platform. Operator actions around call and chat availability (e.g., signing into a server, logging into a queue, etc.) are captured in a non-persistent table. I don't know how accessible this table is for your use case. See the Pega CS 7.31 Release Notes (p. 5), which includes a link to a Community article on platform presence.