Question
US
Last activity: 20 Jan 2026 14:54 EST
How to integrate AWS Connect (CCP) with Pega 25.x without using the Customer Service Framework?
I am working on Pega 25.x and need to integrate AWS Connect ( Contact Control Panel – CCP ) into our Pega case management portal without using the Customer Service (CS) Framework.
I understand that Pega 25.x introduces Pega Call, which can connect to AWS CCP, and I have reviewed the implementation guide:
🔗 https://docs.pega.com/bundle/pega-call/page/pega-call/constellation-implementation/pega-call-implementation-guide.html
However, the documentation does not provide clear, step-by-step instructions on how to:
-
Configure AWS Connect CCP (and necessary AWS resources)
-
Set up Pega Call to connect with AWS CCP
-
Embed the AWS CCP portal in a Pega Constellation UI or Case Management portal
-
Handle authentication and session continuity between Pega and AWS Connect
-
Ensure click-to-call and other telephony interactions work directly within the UI
Specifically, I would like to know:
I am working on Pega 25.x and need to integrate AWS Connect ( Contact Control Panel – CCP ) into our Pega case management portal without using the Customer Service (CS) Framework.
I understand that Pega 25.x introduces Pega Call, which can connect to AWS CCP, and I have reviewed the implementation guide:
🔗 https://docs.pega.com/bundle/pega-call/page/pega-call/constellation-implementation/pega-call-implementation-guide.html
However, the documentation does not provide clear, step-by-step instructions on how to:
-
Configure AWS Connect CCP (and necessary AWS resources)
-
Set up Pega Call to connect with AWS CCP
-
Embed the AWS CCP portal in a Pega Constellation UI or Case Management portal
-
Handle authentication and session continuity between Pega and AWS Connect
-
Ensure click-to-call and other telephony interactions work directly within the UI
Specifically, I would like to know:
🔹 What are the exact steps to add AWS CCP into Pega UI without the CS Framework?
🔹 Are there any sample implementations, code snippets, or reference implementations available?
🔹 Any required authentication setup between Pega and AWS Connect?
Your guidance, examples, and any documentation links would be greatly appreciated.