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RameshB19 Member since 2017 5 posts
Infosys
Posted: 3 years ago
Last activity: 2 years 3 months ago
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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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