Question
Centene Corporation
US
Last activity: 20 Dec 2022 11:39 EST
Customer Service - Pega Support for Amazon Connect Chat Interactions
Our current Pega application is built to handle incoming and transfer calls via Amazon Connect CCP iframe within user portals.
Does Pega support/listen for events to trigger Screen Pops for incoming Chats through Amazon Connect CCP?
Is there is any implementation guide or supporting documentation available?
Are there any changes needed for the AWSConnect Embedded API java script to enable chat events?
Please provide any information that can help in this context.
Pegasystems Inc.
IN
Pegasystems Inc.
IN
@Abhishek0256 - Please find my in-line answers here
Does Pega support/listen for events to trigger Screen Pops for incoming Chats through Amazon Connect CCP?
Sandeep - Yes
Is there is any implementation guide or supporting documentation available?
Sandeep --
Currently, we do not have a separate version of the Implementation Guide per CTI provider. To minimize repetition and inconsistency, we consolidated the Implementation Guide during the 8.6 release. In the consolidated Implementation Guide, we added an appendix that explains to users how to find the information applicable to each CTI provider.
For Amazon connect, here’s how users can find applicable information in the Implementation Guide:
- Go through Topics that apply to all CTI links
- Go through topics listed under “Embedded UI” link type under Topics that apply to specific CTI links
Are there any changes needed for the AWSConnect Embedded API java script to enable chat events?
Sandeep - No