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Posted: June 29, 2016
Last activity: July 4, 2016
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PegaCALL CTI jar file
Hi,
We are using Pega 7.1.8, PegaCS 7.1.4. Phone PBS is Avaya.
And we are using ecsjtapia size=1726KB,
In production sometimes the CSR's PegaCALL phone icon doesn't turn to the right color or no change.
Is it because the CTI issue, or jar file, network ?
In PegaCALL doc, it says:
Note: Due to limitations in Avaya’s JTAPI interface, PegaCALL is not always notified of changes in agent
state. As a result, agent state changes made through other applications or through Avaya phones are
usually not reflected in the PegaCALL toolbar.
This could be one of the reasons in certain times, I am not sure all the problems are b/c of this.
Do we have a new CTI jar file for PegaCALL??
Thanks,
Dongsheng
Hi Zhang,
As we know to connect to Avaya AES server, the Pega Call CTI Link engine requires the Avaya AES java telephony API (JTAPI) SDk, release 6.3 and the ecsjtapia.jar file is a part of Avaya SDK.
Verified my local Pega CS 7.1.4 setup running PegaCALL 7.1.3.3 and you have the right jar file which is 1726 KB and don't think we have a new jar file for this.
Regarding the icon changes on PegaCALL telephony toolbar, I've heard couple of issues in past.
1. Can you let us know the PegaCALL version? (you can find it here Designer Studio -> Channel Service -> PegaCALL -> Administration & Config -> Version information)
2. Can you confirm if you are using No-Plugin mode for desktop events delivery ? (use of Plugin-mode is deprecated in new installations)
3. Let us know if icon changes are not happening and behaviour is consistent?
PegaCALL uses PresenseAgent rule when configured to use no plugins. You can refer to section "Understanding desktop event delivery" in this link https://pdn.pega.com/documents/pega-call-configuration-and-operations-guide-cti-link-engine-avaya-aes-cti-7134
BR//
Harish