Question
Cognizant
IN
Last activity: 16 Mar 2017 15:26 EDT
Needed information on CTI integration
Needed information on below pointers
1. We would like to have an estimate of the bandwidth necessary for the following applications:
- Citrix
- PEGA (the CRM itself)
- PEGA CTI events
i.e. How much bandwidth required if we have 1000 users connecting to system via CTI call.
2. Is it possible to break the implementation phase in two subphases, in order to make troubleshooting easier:
- PEGA with the CTI events, but still using the hardphone;
- PEGA with full CTI integration.
3. We would like to know how is the application going to behave in the following cases:
- If internet connection suffers high latency or packet losses during any part of the operation (e.g.: during a call, or during logon or logoff)
- If we lose connection with PEGA during a call, before logging in or before receiving a call;
4. What’s the CTI protocol that Avaya (our call provider) must use? (they are assuming it’s TSAPI but they didn’t find it stated in the documentation)
***Updated by moderator: Lochan to add Categories***
Pegasystems Inc.
US
1. You need to go through a sizing engagement to determine these items since there are multiple variables at play. Sizing recommendations would come from pega services, not GCS nor the support forums. Reach out to your Pega Account Executive to inquire about a sizing engagement.
2. Possible, yes. You need to understand the pegacti functionality and have a clear plan on how to proceed. This is something outside of GCS and /or support forums. I would engage with Pega Services if assistance is needed.
3. These what if questions couldnt impact the entire application. Packet loss would affect CTI or even basic prpc operations. Latency will most likely cause performance impacts. If you loose connection this could break things in multiple ways. Again, i would rather not address What If's due to the number of variables in play. Each situation could potentially be handled differently. I suggest you review the pegacall documentaiton and understand what is available in the product from a failover perspective.
4. Jtapi / tsapi -- We require the jars to be loaded into PRPC. Review the install documentation for pegacall. I believe the CPM install docs detail this out.