We have implemented Pega Call 6.3, Integreted with CISCO ICM CTI link engine, we have a scenario where a call has to be transferred to another department, we have to update call varaibles and send the updated call variables to CTI, may I know how can we acheive this?
I am trying to change the XML Params we sed in Transferinitiate activity but CTI fols say that the Call Variables are not updated with this change.
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Hi Simon, Yeah Pega has inbuilt features to transfer a call.
Whenever a Call is delivered from CTI to Pega Call, CallDeliveredEvent is triggered, Pega reads the Call variables sent by the CTI event.
We process the Call Variables and display them on screen, if a call has to be transfered to another department we are using pega OOTB features to transfer the call. our CTI environment has ICM which has some intelligence to transfer a call to a department instead CCP transfering the call, ICM team is asking us to send Department label as one of the Call Variable (same Call Variables we received from CTI event) so that they can read the label and transfer the call.
In this scenario CCP will everytime dial the same number from Pega call box to transfer thecall, we will have to add a Department label in the call variables sent so that ICM will take care of transferring the call.
Scenario is a bit tricky, Let me know if you understood it clear
Posted: 7 years ago
Posted: 29 Jun 2015 5:26 EDT
Simon Chan (chans3)
Senior Principal Engineer, Technical Support - 1:1 Customer Engagement
When a CCP receives a call, Callvariables wil not have Department label, requirement is to send updated Callvariables with Department label in them, CTI/CIM is asking us to send Department label in one of the CallVariables.
below method is called to transfer a call, callOptions is a string which contains the updated call data. we are passing it but CTI/ICM is not receiving the updated CallVariables.
I had a look into Pega 7 logic where they provided a Data Transform to pass the Call Options, in Pega 7 data provided in Options Data transform are inturn converted into String and passed to the below method.
I raised SR with Pega on how to pass the CallVariables in Pega Call 6.3, as we were discussing the XML Params need to be modified but I was sending a wrong string as XML. below is the right string to be passes .
<pagedata><CallData><userOldCallId>14965</userOldCallId><CallVariables5>0020000022 DEPT </CallVariables5></CallData></pagedata> -- this is the right format. I was trying as below
<pagedata><CallData><userOldCallId>14965</userOldCallId><pyCallVariables5>0020000022 DEPT </pyCallVariables5></CallData></pagedata> -- this is wrong