Question
The Automobile Association
GB
Last activity: 2 Mar 2021 3:37 EST
PegaCall 7.1.3.4 integration with Cisco ICM
I need some further information on how PegaCall integrates with Cisco that doesn't appear to be in any documentation. This is required to understand any impacts on production when we go live in a few weeks time. We understand that in a collocated model that each Pega server has its own local link setup to the Cisco CTI server so if we have 5 Pega servers each with a local link then there would be 5 connections to the CTI server? Is that correct? If that is the case can you help answer the following questions also please? 1. Is the connection that is made from each server, based on agent events only or does PEGA use an “All events” client (ie. does PEGA register only for agent events at the point of login, rather than all events on the CTI server) 4. Is there a different CTI connection for inbound and outbound and do they register for events differently ? NOTE we have setup 2 separate links, 1 for inbound and one for outbound but each connect to the same cisco server.
Pegasystems Inc.
US
1) Each Pega Server has 1 direct TCP/IP connection to a Cisco CTI Server for each configured CTILink endpoint.
2) Pega is not an "all events" service. We add an event monitor for each phone and agent when the agent logs in from Pega.
3) A separate connection is not required for inbound and outbound as long as the connection is to the same CTI Server and peripheral.