Posted: 22 Jun 2018 12:02 EDT Last activity: 9 Jul 2018 16:53 EDT
Using PegaCALL with Avaya POM dialer
We have an upcoming project where we will be adding an Avaya POM dialer to our solution. It has a JDK available that could be used to drive screen pop and agent states. The incoming call traffic and click-to-dial traffic goes through an Avaya AES instance. I know we have another Pega CS app that uses PegaCALL with AES, so I know that works. Is it possible for PegaCALL to also integrate with POM dialer to allow for a single CTI integration layer for both inbound and outbound calls?
Our application is currently on PRPC 6.2SP2 with CPM and Collections Framework 6.2.1. The POM JDK needs Java 7, so I know that will not work in out 6.2 installation (which uses Java 6). Second question is, can PegaCALL instance be Pega 7 and CPM instance be 6.2?
(Note: we will be upgrading to Pega 7 but this effort will precede the upgrade.)
***Edited by Moderator Marissa to update platform capability tags***
Avaya POM is on the Pega Call roadmap but currently unscheduled. We haven't take a deep dive on POM, but with Avaya Proactive Contact, if one is using Proactive Contact with CTI (ie "softdialer" with ACM) then Pega Call should be able to control the calls once they arrive at the agent/station. Unless a better option presents itself, we would load the POM java SDK as part of the future product implementation.