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Question

 Arun Bamaniya (Arun_Bamaniya)
Cognizant

Cognizant
IN
Arun_Bamaniya Member since 2011 8 posts
Cognizant
Posted: Feb 13, 2017
Last activity: Feb 28, 2017
Posted: 13 Feb 2017 16:32 EST
Last activity: 28 Feb 2017 10:27 EST
Closed

Avaya-AES-CTI

Hi,

Anyone here can please let me know, what activity i need to customize to search for contact details in database and get additional details for contact?

And whether it is possible to send some data some data from PEGA 7 to Avaya-AES back to take survey on IVR ? and those details can be passed to Pega back ?

***Updated by moderator: Lochan to add Categories***

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Data Integration
System Administration

Posted: 7 years ago
Posted: 15 Feb 2017 13:30 EST
Keith Whitehouse (Keith_W6)
PEGA
Fellow, Technical Support, Customer Service
Pegasystems Inc.
US

Arun,

Its not clear what search you are referring to.  Are you talking about after the screenpop has arrived and been accepted that you are wanting it to pull more info?  PegaCA-CTI-Call.Startinteraction and ChannelServices-Interaction-Call.StartInteraction are the starting points .  You may want to fire up tracer and see what is being executed. 

There is no OOTB functionality to do what you are inquiring about. I would suggest you look at the Service Java calls that are available for the CTILINKevent  service package for the  JTAPI calls and see if you can leverage those to implement the functionality that you require. 

 

Thanks.

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Posted: 7 years ago
Posted: 16 Feb 2017 14:44 EST
Arun Bamaniya (Arun_Bamaniya)
Cognizant

Cognizant
IN

Thanks for reply, can you please let me know is there any OOTB functionality to send call control back to CTI and get customer feedback on CTI and receive same feedback from CTI once call is over ? 

i.e. call comes in -> CSR receives the call and done with interaction -> call control pass back to CTI for customer feedback on interaction -> CTI pass feedback given by customer back to pega 

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Posted: 7 years ago
Posted: 28 Feb 2017 10:27 EST
Keith Whitehouse (Keith_W6)
PEGA
Fellow, Technical Support, Customer Service
Pegasystems Inc.
US

Arun,  As I mentioned previously there is nothing OOTB to perform such a task.  You are going to have to see if you can leverage the pieces that are out of the box to do something to meet the requirements at hand.  This may be as simple as transferring the call to the survey mechanism rather than hanging up.     If that is the case search on the transfer activities. I would suggest doing an OOTB transfer and tracing it so you can understand the data involved and how it works. 

Also you need to speak with your Avaya resources to understand what they are expecting.    

 

 

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