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Question

 Purushotam Thakur (PurushotamT6192)
TD Bank Financial Group

TD Bank Financial Group
CA
PurushotamT6192 Member since 2017 2 posts
TD Bank Financial Group
Posted: Oct 28, 2017
Last activity: Oct 8, 2018
Posted: 28 Oct 2017 12:36 EDT
Last activity: 8 Oct 2018 22:37 EDT
Closed
Solved

Pega Call Setup

Hi ,

We have upgraded our system from Pega6.2 to Pega 7.2.2 along with following frameworks-

  1. FSIF 7.2.2
  2. FSIS 7.2.2
  3. Pega CRM/CPM Version 7.2.2

CTI Platform: Cisco ICM/UCCE

In Pega v6 we had Pega Call configured and now we want to configure it in Pega v7.2.2.

Can anyone please let me know whether we need to raise separate request for "Pega Call CTI Link Server" software?

Do we have any troubleshoot documents which can help us while configuring the Pega Call in Pega v7.2.2?

Thanks

Purushotam

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Data Integration

Posted: 7 years ago
Posted: 30 Oct 2017 22:17 EDT
Shubham Shekhar (Shekhar_Shubham) Senior Solutions Engineer
Pegasystems Inc.
IN

Hi,

It will have PegaCall_721.jar file which you would need to import.

If you want to know specific files then even I need to download and see.

Besides I can see from the note that PegaCall is packaged as part of Pega customer service 7.2.1

You can verify that, or get PegaCall 7.21 setup by media request.

Thank You.

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Posted: 7 years ago
Posted: 30 Oct 2017 22:41 EDT
Purushotam Thakur (PurushotamT6192)
TD Bank Financial Group

TD Bank Financial Group
CA

Thanks Shekhar for your response.

We already have this jar file and we also added the required CTI and ChannelServices RSV in our application stack.

My concern is regarding the software "Pega Call CTI Link Server"  which is going to interact with IVRS system. From where we will get this? 

Please find attachment for the detail we got from the installation guide of pegaCall

Thanks

Purushotam

 

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Posted: 7 years ago
Posted: 31 Oct 2017 4:22 EDT
Shubham Shekhar (Shekhar_Shubham) Senior Solutions Engineer
Pegasystems Inc.
IN

Hi,

I just downloaded PegaCall 721.1 and inside that I could see "PegaCall CTILink Server Proprietary information hidden". If you extract that you will find Cisco folder too.

So you can raise a media request for pega call.

Extract it go to Resource Kit folder you will find PegaCall CTILink Server Proprietary information hidden.

Hope this helps.

Thank You.

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Posted: 6 years ago
Posted: 8 Oct 2018 4:35 EDT
Srinivasa Rao Ancha (SriniAncha)
Capgemini Sverige AB
Srinivasa Rao Ancha
Capgemini Sverige AB
SE

Hi Purushotam and Shekar,

I have same scenario now, upgraded the application from 6.2 to 7.2 and configured the CTI link as well.

Able to connect to CTI and login to Pega call as well. When dial in as User and give account number details in IVR, call is getting connected and status is getting changed in Pega call. But Call pop up is not appearing and in trace i don't see any account number details except the caller number details.

Could you please suggest what could be the issue?

Thanks,

Srini

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Posted: 6 years ago
Posted: 8 Oct 2018 22:37 EDT
Lochana Durgada Vijayakumar (Lochan_DV)
PEGA
Senior Manager, Knowledge Management
Pegasystems Inc.
IN

Hi Srini,

I see that your post has 2 replies. Please address them stating if they helped you or if your requirements are different. That way the other community members would know and can try helping you better. Active engagement is the key!

Regards,

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