Question
Maantic
US
Last activity: 10 Jun 2020 9:41 EDT
PegaCall To Support Full Telephony and Simple Telephony
Hi ,
There is a new requirement to implement different telephone capabilities using Pega call.
Pega Call will be integrating with Cisco CTI platform
Inbound call should allow Pega to have full call control and agent state management
Outbound call should suppress those features and delegate call control and agent state management to different tool called Cisco Finesse.
As part of initial analysis , have identified Default Device Telephony Capability data instance is created where configuration can be either Full Telephony or Simple Telephony.
A decision tree "SelectTelephonyCapability" associated to it , where a logical condition can be defined to invoke respective telephone capability device
Any suggestions or any documentation available to guide this implementation where we can have different config for Inbound and Outbound? Any help is appreciated..
Thanks
***Edited by Moderator Kayla to update Platform Capability tags****