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BILLDALEY Member since 2012 8 posts
US Bank
Posted: 2 years ago
Last activity: 2 years 2 months ago
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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.)

Thank you

***Edited by Moderator Marissa to update platform capability tags***

Pega Customer Service Data Integration
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