Question
TSYS
US
Last activity: 25 Jun 2018 17:15 EDT
Is Pega Call can be extended to support other CTIs other than recommended by Pega (NICS, Novell, Nortel etc) ??
Issue Description :
I have some clarification on extending the PegaCall capabilities to other CTI products available in the market like NICS, Novell, Nortel etc.
We would like to know is there anyway that we can extend the current PegaCall Ver 7.2.2 engine to support other CTI products in the market.
If in case we decided to extend the current PegaCall feature, what are the other factors we need to consider ?
***Edited by Moderator Marissa to update SR Details***
Pegasystems Inc.
US
It's possible to build your own but starting with Pega Call 7.21.1 we added support for custom CTI connectors using OpenCTI Server interface. In Pega Call 7.31 support was added to build custom CTI connectors using javascript at the desktop.
TSYS
US
Hi Ferg,
Thanks for the response. Our Application currently run on PEGA 7.2.2. Based on your response, I understand that only 7.31 has the feature to build custom CTI connectors using Javascript at the desktop.
Question 1:
What are all the limitations with just having 7.2.2 and trying to implement a custom CTI solution to connect to a Third Party telephony vendor?
Question 2:
One of our upcoming client dont use Genesys CIM instead they use Genesys Voice CTI product. Should we go for custom solution in this case or the out of the box CTI template for Genesys support Genesys voice product as well?
Thank,
Nagarajan Kadhiresan
Pegasystems Inc.
US
Whether the custom integration is done at the desktop or server depends on the API and event notification mechanism used by the CTI provider. It's possible to either without using OpenCTI, it just requires more work and customization on your part.
As for Genesys, we support their voice platform SDK for what is currently marketed as Genesys Pure Engage.