Question
Relconsoft
PL
Last activity: 28 Mar 2016 13:58 EDT
How to use JTAPI for Cisco UCM in PegaCALL?
We have PegaCALL Proprietary information hidden installed. To configure integration with telephony we need to create CTI Link first. There is an option to create JTAPI CTI Link and chose JTAPI Vendor “Cisco UCM”.
Also, if you look inside prchannelservices.jar which is found within PegaCALL distribution package, you can find under com\pega\pegacti\jtapi\cisco following classes:
- CiscoJtapiCall.class
- CiscoJtapiDevice.class
- CiscoJtapiSession.class
We tried to set up such CTI Link and run telephony toolbar to check how it works but it looks like that it doesn’t work at all, because we cannot even make login to CTI. So there are questions
Does anybody has an experience of configuring and using Cisco via JTAPI from PegaCALL?
Or does anybody has information whether such option is really supported by PegaCALL or not?
Accepted Solution
Updated: 28 Mar 2016 6:06 EDT
Pegasystems
US
Pega Call does not support integration to Cisco UCM (using Cisco JTAPI). Yes, there is some older code there as you found. However, this may not work with current Pega Call. Also, it would require the Cisco JTAPI JARs to be loaded into PRPC.
Andrei Trusau, what are you attempting to do? Note that Pega Call provides integration to Cisco UCCE. Refer to Pega Call documentation on PDN for details.
Pegasystems Inc.
US
Kandy Rathinasamy, when you get a chance, can you please comment on this?
Accepted Solution
Updated: 28 Mar 2016 6:06 EDT
Pegasystems
US
Pega Call does not support integration to Cisco UCM (using Cisco JTAPI). Yes, there is some older code there as you found. However, this may not work with current Pega Call. Also, it would require the Cisco JTAPI JARs to be loaded into PRPC.
Andrei Trusau, what are you attempting to do? Note that Pega Call provides integration to Cisco UCCE. Refer to Pega Call documentation on PDN for details.
Relconsoft
PL
Kandy Rathinasamy Thanks for your replay.
Our customer has Cisco CUCM 10.5 and Cisco UCCX 10.5 (not UCCE) and we are trying to find the way to integrate this with PegaCALL. Using Cisco JTAPI CTI Link for this purporse seemed more or less like a solution for us.
As I undersand from your answer this not gonna work, may be you can give us an advise on general aproach to inegrate CTI with PegaCALL?
CUCM 10.5
Pegasystems
US
We don't have an OOTB integration to UCCX at this point. That's on the roadmap (we are considering integration using Finesse).
What functionality are you looking to implement? If you wish to trigger screen pops in PegaCS, you could start with PegaCall services (OFFERING) from either the UCCX script or from another desktop app (e.g. CAD).