Question
Myknowtech B.V
NL
Last activity: 16 Mar 2017 7:47 EDT
CTi Call - Transfer between node - How it works
Hi,
I want to know like how Transfers in CTI call works.
say Agent1 logged in pega Node A and Agent2 in node B.
Now Agent1(node A) gets call from CTI and wish to transfer the call to Agent2(node B) .
A Popup appears in Agent2 desktop.
I want to know like what is the coding done to transfer call between nodes(Pega Server).
Can anyone share their view
CPM 7.1.3 on Pega 7.1.8
Thanks,
Prem
***Moderator Edit: Vidyaranjan | Updated Categories***
Accepted Solution
Pegasystems Inc.
IN
Nodes share the same CTI Link, hence the same session to which agents are currently logged into.
There are two parts here
1. Sending events to Pega layer
When ever you initiate a transfer request, CTI will publish the events for which we have listeners attached.
After receiving the event packet, we analyze, modify the event format to Pega format and add additional data such as workstation id , client handle etc which will help us in event delivery
2. Sending events from Pega App server to CSR desktop
This is done using Applet/ActiveX plugins (till PegaCall 7.1.3) which will listen for events on a specific port. From Pega App server, we publish the event to the specific IP+Port using TCP/UDP protocol. From PegaCall Proprietary information hidden we are using LongPoll mechanism of Pega platform
Myknowtech B.V
NL
Thanks Jagannath.
Info provided by you is really helpful.
One question here what is the role of CTI server here..
We know each pega nodes run with individual server , so how it uses CTI server