Posted: 11 Jul 2016 13:28 EDT Last activity: 1 Aug 2016 11:12 EDT
PegaCall CTI events configuration
We are using PegaCall 7.1.3 for CTI. We need it only for the Alerting event to get the CTI pop on Agent desktop.
Is there any configuration to avoid PegaCall to listen to other events like Connected, Disconnected, Established etc. We are seeing so many events being published, which are not required in our application.
***Updated by moderator: Marissa. Removed user added Ask the Expert tag. Apologies for confusion, shouldn't have been an end-user option.***
Are you using Simple Telephony and still want to disable specific events in 'callEvents'. Please confirm.
If yes, there are two ways to handle, one would be not registering for the events in JS level itself or to have an activity which takes the event and stops if that is not specified in the decision tree(filtering events).
Yes, we are using Simple Telephony and still want to disable specific events in 'callEvents'. We need only the alerting event to display the screen pop on agent receving the call, other events we want to disable to avoid keeping the threads busy unnecessarily.
Are you refering to 'pega_cti_callEventHandler' js file to customize registering the events?
This can be implemented at App thread side - filtering events based on pyEventName in event page. You can stop publishing the messages other than 'Alerting'. But I'm not sure of the impact of this change on Warm/Blind transfers.
Did you configure "Allow user to transfer interaction with call" in your Telephony capabilites rule? if not, you can do the above change