Question
Acel Solutions Pvt Ltd
IN
Last activity: 12 Nov 2021 5:05 EST
Pega CTI Integration with Nice Incontact
Hi,
we have requirement to integrate Pega CTI with nice Incontact. Do we have appropriate documentation on how to achieve it?
Also whether we need to follow client side or server side approach in case of Open CTI?
Pegasystems Inc.
IN
Hi Kripal,
I am not sure of the pega call version your are using.
I am adding the documents for 8.5
you need to do client side implementation in case of Open CTI.
Open CTI documentation:
Below is the config guide for Pega call :
Thanks and Regards,
K.Phani Kiran.
Maantic Inc.
IN
We did implement the integration with NICE In Contact using Open CTI architecture. Please see below link for more details.
https://devpost.com/software/integration-with-nice-incontact-cloud-telephony-software
If you have any further questions about the implementation please reach out.
Pegasystems Inc.
IN
@Tanay Kumar Bal nice work! But for telephony call controls like answer, disconnect etc. you will still have to rely on MAX which is still floating and not embedded inside Pega CS, right?
Abrion Systems, inc.
US
@Tanay Kumar Bal , Thanks for your post. I am trying to see from the NICE documentation how you might get IVR entered information from the event for the new call arriving. In your demo you used ANI, but in our application, there would be something healthcare specific like your member ID and DOB. I looked at the CallContact event, but the only reference that I can find is the OtherInformation field, which seems quite specific to outbound automatic dialers, not IVR. Have you been able to get IVR entered information, and if so how?
Thank you very much.