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SameerS7321 Member since 2018 12 posts
Accenture GmbH
Posted: 2 years ago
Last activity: 2 years 6 months ago
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Pega CTI and IVR Integration

In Pega CTI - IVR Integration with Avaya , When customer enters IVR Information and choose an Option to talk to CSR. The call is placed in Queue and my requirement is :

During this time prefetch should happen in pega , which reads the IVR Information and performs prefetch of customer data.

As per my understanding the following steps happen :

1. CTI link is established with Avaya in Pega.

2.When customer is in Queue , CallCtlConnAlertingEv Java Service is triggered. The activity in this Service identifies the call data and creates the pega call clipboard structure which has only call data(Call ID ; Extension etc) but not IVR data.

3. To perform prefetch , In the above step activity i have to define a connector to connect IVR ; fetch the customer entered IVR data based on call ID and do prefetch in pega customer Service database.

I would like to know , Is my understanding correct or any other prefered OOTB way to achieve it.

Many Thanks !!

***2/8/19: Edited by Moderator Marissa to move from Applications to Pega Support Community***

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