Question
Novelvox
IN
Last activity: 10 Dec 2024 10:56 EST
Embed Third party CTI in Pega Call (Community Edition)
Hi,
I have created an application using the Community Edition of Pega, where I was only able to select the Constellation UI option (which was the only option present).
I am trying to integrate a third-party CTI within Pega CRM. Following the documentation, I attempted to configure the CTI links in both App Studio and Dev Studio, but I cannot find the Pega Call option.
In App Studio, the documentation suggests going to Settings > Pega Call, but the Pega Call option is not visible. Similarly, in Dev Studio, it advises navigating to Configure > Channel Services > Pega Call, but there is no Channel Services option under Configure.
I also tried setting up the access group, but I couldn’t figure out the exact configuration required. Could someone guide me on how to enable the Pega Call option and configure CTI links in Pega Call?
Or is a paid account required for this?
Pegasystems Inc.
IN
Novelvox
IN
@SandeepPenumadu
I am using Pega Infinity '24.2 for App Studio. Unfortunately, there is no option for the Control Panel, even when I search for it—no relevant results are found.
Regarding Dev Studio, you were correct that the pyMainMenu rule does not include the pyChannelServicesMainMenu navigation. I attempted to add it but was unsuccessful. I have attached a screenshot of the pyMainMenu navigation for reference.
Could you please guide me on how to proceed with integrating the third-party CTI with Pega CRM?
Additionally, I would like to know how to access Pega CRM online
Updated: 10 Dec 2024 10:56 EST
Pegasystems Inc.
IN
@ShreyaS17316799 I recommend you submit a support incident with all the details, we will review and help you, accordingly, thank you
*** Edit by Moderator: please post a reply here with the INC id so we can help track it ****
@ShreyaS17316799 May I know the version of Pega CRM you are using? If it's 8.8, you should be able to find Pega Call when you click on Settings from App Studio. If it's 24.2, in the navigation pane of App Studio, click Control Panel > Engagement Channels > Voice > CTI link Set-up. Thanks for the feedback. We will review the documentation.
In Dev Studio, to view Channel Services, check for the pyMainMenu (class: Pega-Landing) rule. This rule might be overridden and not include the pyChannelServicesMainMenu navigation in it. As a result, we are not seeing the ChannelServices menu.