Posted: 19 Mar 2018 9:10 EDT Last activity: 8 Feb 2019 14:37 EST
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***
When a call arrives, Pega Call receives CTI data gathered in the telephony system. To retrieve data from additional sources before a screen pop displays or call processing starts, override the activity pyPrefetch in your call class (for example, ChannelServices-Interaction-Call or PegaCA-CTI-Call). Pega Call executes pyPrefetch when a call arrives. Add properties to the call class or create a separate object to hold the additional data. Since the activity is executed from a service package (not the operator), ensure that your application ruleset is accessible to the service package that processes CTI events.