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Question

 Dinesh Kumar Sundaravadivelu (DSundaravadivelu)
TSYS
Dinesh Kumar Sundaravadivelu
TSYS
US
DSundaravadivelu Member since 2010 18 posts
TSYS
Posted: May 17, 2021
Last activity: May 18, 2021
Posted: 17 May 2021 15:17 EDT
Last activity: 18 May 2021 16:13 EDT
Closed

Pega CTI cisco finesse integration through API

Hi, 

     I am working on integrating CISCO Finesse with Pega 8.3 for one our client, Our client is using API approach.

We can integrate CISCO Finesse with 3 ways.

1) API  Req/Resp

2) Subscription  Request/Events ( BOSH/WebSocket)

3) Subscription Requests/Events (XMPP).  ( PEGA SUPPORTED )

 

The Question, is there a way to integrate Finesse with option #1 ? 

 

 

***Edited by Moderator: Pooja Gadige to add platform capability tag***
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Pega Call 8.3
Case Management
Conversational Channels
Data Integration
Financial Services
Senior System Architect

Posted: 3 years ago
Posted: 18 May 2021 12:05 EDT
Bob Ferguson (fergb) Principal Product Manager, Customer Service
Pegasystems Inc.
US

@DSundaravadivelu

These are all the same approach.

1) API Req/Resp via REST is for agent state changes and call control

2) Events are received via BOSH or WebSocket (depending on Cisco/Pega Version) which contain XMPP Payload.

This is all supported OOTB with Pega Call in 8.3. Simply add a Finesse CTILink endpoint in Pega Call.

 

 

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