Question
Vodafone DE
DE
Last activity: 25 Jan 2019 5:19 EST
Pega Call mapping of properties from CTI
We are using PEGA Call 7.1.3 together with PEGA platform 7.2.1. The integration is done between PEGA Call and Genesys SDK (Genesys CTI).
I can see that the java services are creating the “CTIEvent” page that holds the properties sent from the SDK. I know as well that some (if not all) are mapped out of the box, for example:
- AttributeConnID (Genesys) is mapped to CTIEvent.pyCallID
- AttributeCallType (Genesys) is mapped to CTIEvent.pyCallType
The problem is that some of those I do not know where they are being mapped from. Example AttributeTransferConnID (Genesys) I could not find a property that would hold that value. I could only find a property called pyTransferingCallID but is on a totally different class.
Is there a place inside the Java Services or the SOAP services from PEGA call where this translation could be examined or extended if needed?
Accepted Solution
Vodafone DE
DE
Thanks for the document. Really good info in it.
After reading it and also dumping in the PEGA logs the Pages that CTILinkEvent service uses. It turns out that it maps removing the ATTRIBUTE and replacing it for PY.
For example: Genesys > Pega
- AttributeCallType > pyCallType
- AttributeConnID > pyConnID
- AttributeLocalCallType > pyLocalCallType
- AttributeOtherDN > pyOtherDN
- AttributeThisDN > pyThisDN
Then another mapping takes place in the Event Specific Data transforms pyOffering, pyEstablished, pyConnected, etc.
Pegasystems Inc.
US
I would suggest reviewing one of the pegacall documents
search on call data or application data.
ex: ChannelServices-Request-CallOptions-Genesys
review the Data transform rules.
Accepted Solution
Vodafone DE
DE
Thanks for the document. Really good info in it.
After reading it and also dumping in the PEGA logs the Pages that CTILinkEvent service uses. It turns out that it maps removing the ATTRIBUTE and replacing it for PY.
For example: Genesys > Pega
- AttributeCallType > pyCallType
- AttributeConnID > pyConnID
- AttributeLocalCallType > pyLocalCallType
- AttributeOtherDN > pyOtherDN
- AttributeThisDN > pyThisDN
Then another mapping takes place in the Event Specific Data transforms pyOffering, pyEstablished, pyConnected, etc.