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Sunil Vinnakota (SunilVinnakota)
NIIT Incessant
NIIT Incessant
SunilVinnakota Member since 2014 3 posts
NIIT Incessant
Posted: June 10, 2020
Last activity: June 10, 2020

PegaCall To Support Full Telephony and Simple Telephony

Hi ,

There is a new requirement to implement different telephone capabilities using Pega call.

Pega Call will be integrating with Cisco CTI platform

Inbound call should allow Pega to have full call control and agent state management

Outbound call should suppress those features and delegate call control and agent state management to different tool called Cisco Finesse.

As part of initial analysis , have identified Default Device Telephony Capability data instance is created where configuration can be either Full Telephony or Simple Telephony.

A decision tree "SelectTelephonyCapability" associated to it , where a logical condition can be defined to invoke respective telephone capability device 

Any suggestions or any documentation available to guide this implementation where we can have different config for Inbound and Outbound? Any help is appreciated..


***Edited by Moderator Kayla to update Platform Capability tags****

Pega Call Decision Management Solutions Consultant