Skip to main content

This content is closed to future replies and is no longer being maintained or updated.
Links may no longer function. If you have a similar request, please write a new post.

Question

 Fred Goldbach (FredG487)
Highmark Health
Fred Goldbach
Highmark Health
US
FredG487 Member since 2009 38 posts
Highmark Health
Posted: Oct 24, 2018
Last activity: Nov 13, 2018
Posted: 24 Oct 2018 11:11 EDT
Last activity: 13 Nov 2018 10:04 EST
Closed
Solved

PegaCall questions for multiple PBXs

Hello!

We are considering upgrading our Customer Service application from Pega6.2 SP2 to Pega7.4 or Pega8.1. We have a multiple clients with different phone systems which we want to integrate. Here are the questions:

  1. Can one instance of Pega call connect to multiple phone systems (PBX) conditionally?
  2. Is it possible to have multiple Pega Call instances pointing to one application?
  3. If we can deploy multiple Pega Call instances, can each Pega Call point to different vendor PBX?
  4. Can you provide any docs pointing multi-tenant Pega Call solutions?

Thanks!

***Updated by moderator: Lochan to update platform capability***

To see attachments, please log in.
Pega Customer Service
Conversational Channels
Updates

Accepted Solution

Posted: 6 years ago
Posted: 29 Oct 2018 15:21 EDT
Keith Whitehouse (Keith_W6)
PEGA
Fellow, Technical Support, Customer Service
Pegasystems Inc.
US
  1. Can one instance of Pega call connect to multiple phone systems (PBX) conditionally
    1. No, not OOTB.
  2. Is it possible to have multiple Pega Call instances pointing to one application?
    1. Yes.  I suspect you will conditionally route users to certain instances based on some criteria. this would be all custom. 
  3. If we can deploy multiple Pega Call instances, can each Pega Call point to different vendor PBX?
    1. It is possible.  FYI you dont have to deploy multiple instances, by just create diff pegacall ctilink engine instances.
Show More
  1. Can one instance of Pega call connect to multiple phone systems (PBX) conditionally
    1. No, not OOTB.
  2. Is it possible to have multiple Pega Call instances pointing to one application?
    1. Yes.  I suspect you will conditionally route users to certain instances based on some criteria. this would be all custom. 
  3. If we can deploy multiple Pega Call instances, can each Pega Call point to different vendor PBX?
    1. It is possible.  FYI you dont have to deploy multiple instances, by just create diff pegacall ctilink engine instances. These are Data- instances. 
  4. Can you provide any docs pointing multi-tenant Pega Call solutions?
    1. there is a section in the pegacall documentation. 
    2. ex: https://community.pega.com/knowledgebase/documents/pega-call-configuration-and-operations-guide-cti-link-avaya-aes-cti-81
    3. https://community.pega.com/knowledgebase/documents/pega-call-configuration-and-operations-guide-cti-link-engine-avaya-aes-3
      1. Search on multitenancy

Thanks.


Show Less
To see attachments, please log in.

We'd prefer it if you saw us at our best.

Pega Collaboration Center has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice