Question
Accenture GmbH
DE
Last activity: 17 Apr 2018 11:29 EDT
Pega CTI Integration
In Pega 7.3 CTI - IVR Integration with Avaya , When customer enters IVR Information and choose an Option to talk to CSR. The call is placed in Queue and my requirement is :
During this time prefetch should happen in pega , which reads the IVR Information and performs prefetch of customer data.
As per my understanding the following steps happen :
1. CTI link is established with Avaya in Pega.
2.When customer is in Queue , CallCtlConnAlertingEv Java Service is triggered. The activity in this Service identifies the Incoming UUI data (customer ID, Call ID etc. coming from Avaya AES) and creates the pega call clipboard structure.
3. During Alerting Event (Before call is picked ) I have to perform a prefetch of customer data , There is an OOTB prefetch activity defined to handle this.
Issue here is , As defined in step 2 if there is no UUI data coming from Avaya AES , Is there a way to perform prefetch in this case by exposing a Soap Service in pega which recieves the UUI data and later synch with the call. Is it recommended or possible ?
Many Thanks !!
***Edited by Moderator Marissa to move from Applications to Product Support Community***
Pegasystems Inc.
US
Accenture GmbH
DE
Thanks for your response.
I want to do prefetch before screen pop up and need 360 view data of the customer in prefetch.
So the flow is as follows -
1. AES is not passing UUI data , But IVR pass UUI data to Pega and PEGA should take the UUI data , perform prefetch which store 360 view of the customer and when the call rings at the agent , prepopulate the prefetch data.
Question here is , Is this possible in PEGA to read UUI data from IVR and do prefetch by exposing a soap / Rest service and show the prefetch data after call is received by CSR ?
Pegasystems Inc.
US
Pega can't read data from the UUI unless it passes through Avaya Call Manager and AES. If your IVR can invoke a web service you can use it to pass data to Pega, but the data needs to contain the same call id as is received by the CSR. If the call id changes as part of the transfer from the IVR to the ACD queue, this will not work.
Accenture GmbH
DE
Also , Is it possible to have backward compabilitiy of pega call Features. Using Pega call 6 in Pega 7 ?
Pegasystems Inc.
US
Pega Call 6 to Pega Call 7 is not backwards compatible as there are changes to both the ruleset stack and new classes. It should be possible to reapply customizations to the newer Pega Call 7 rules. The Pega Call CTI wizard might be a good starting point for beginning the customization process.
Pegasystems Inc.
US
The IVR does not talk to Pega, it talks to Avaya.
As long as the data is attached to the call you should be able to access it.
The problem you may run into is that the call is most likely going to arrive faster than you can prefetch the data. Typically prefetch is meant to run when a call is in queue due to prefetch typically being slow. The concept of prefetching is meant to help with extremely busy contact centers.
When the contact center is slow most times that call will arrive at the csr well before you can do the prefetch which means you will end up fetching the data again.
As far as moving pegacall 6x features into 7, that likely would not happen. Is there a certain feature you are inquiring about? As far as I am aware all the 6 features should be in 7, but possibly in a new location.
When you described the issue, you are saying that the pop / alerting event contains no UUI data, so all you are getting is maybe a call id or phone number, correct? The callers name , acct # , etc... would be missing. Is my understanding correct?
Are you getting a screenpop in the above use case?
How much data are you trying to prefetch?
What kind of data are you trying to prefetch?
What are you trying to achieve by trying to sync the UUI data up at a later time?
-- reason for this question is that once you have a CSR on the phone with the caller they will be collecting the key data which may have not come over since no UUI data was sent. During the manual verification process I would expect some of the key UUI data would be getting captured / entered at which that time you can build in another place to fetch customer data as they go from verification -> into PegaCS