Pega Call

INSTALLATION GUIDE

7133

Copyright 2016 Pegasystems Inc Cambridge MA

All rights reserved

Trademarks For Pegasystems Inc trademarks and registered trademarks all rights reserved Other brand or product names are trademarks of their respective holders

For information about the third-party software that is delivered with the product refer to the third-party license file on your installation media that is specific to your release

Notices This publication describes andor represents products and services of Pegasystems Inc It may contain trade secrets and proprietary information that are protected by various federal state and international laws and distributed under licenses restricting their use copying modification distribution or transmittal in any form without prior written authorization of Pegasystems Inc

This publication is current as of the date of publication only Changes to the publication may be made from time to time at the discretion of Pegasystems Inc This publication remains the property of Pegasystems Inc and must be returned to it upon request This publication does not imply any commitment to offer or deliver the products or services described herein

This publication may include references to Pegasystems Inc product features that have not been licensed by you or your company If you have questions about whether a particular capability is included in your installation please consult your Pegasystems Inc services consultant

Although Pegasystems Inc strives for accuracy in its publications any publication may contain inaccuracies or typographical errors as well as technical inaccuracies Pegasystems Inc may make improvements andor changes to the publication at any time

Any references in this publication to non-Pegasystems websites are provided for convenience only and do not serve as an endorsement of these websites The materials at these websites are not part of the material for Pegasystems products and use of those websites is at your own risk

Information concerning non-Pegasystems products was obtained from the suppliers of those products their publications or other publicly available sources Address questions about non-Pegasystems products to the suppliers of those products

This publication may contain examples used in daily business operations that include the names of people companies products and other third-party publications Such examples are fictitious and any similarity to the names or other data used by an actual business enterprise or individual is coincidental

This document is the property of Pegasystems Inc 1 Rogers Street Cambridge MA 02142-1209 Phone (617) 374-9600 Fax (617) 374-9620 wwwpegacom Document Pega Calltrade Installation Guide Software Version 7133 Updated July 2016

Copyright 2016 Pegasystems Inc Cambridge MA

All rights reserved

Trademarks For Pegasystems Inc trademarks and registered trademarks all rights reserved Other brand or product names are trademarks of their respective holders

For information about the third-party software that is delivered with the product refer to the third-party license file on your installation media that is specific to your release

Notices This publication describes andor represents products and services of Pegasystems Inc It may contain trade secrets and proprietary information that are protected by various federal state and international laws and distributed under licenses restricting their use copying modification distribution or transmittal in any form without prior written authorization of Pegasystems Inc

This publication is current as of the date of publication only Changes to the publication may be made from time to time at the discretion of Pegasystems Inc This publication remains the property of Pegasystems Inc and must be returned to it upon request This publication does not imply any commitment to offer or deliver the products or services described herein

This publication may include references to Pegasystems Inc product features that have not been licensed by you or your company If you have questions about whether a particular capability is included in your installation please consult your Pegasystems Inc services consultant

Although Pegasystems Inc strives for accuracy in its publications any publication may contain inaccuracies or typographical errors as well as technical inaccuracies Pegasystems Inc may make improvements andor changes to the publication at any time

Any references in this publication to non-Pegasystems websites are provided for convenience only and do not serve as an endorsement of these websites The materials at these websites are not part of the material for Pegasystems products and use of those websites is at your own risk

Information concerning non-Pegasystems products was obtained from the suppliers of those products their publications or other publicly available sources Address questions about non-Pegasystems products to the suppliers of those products

This publication may contain examples used in daily business operations that include the names of people companies products and other third-party publications Such examples are fictitious and any similarity to the names or other data used by an actual business enterprise or individual is coincidental

This document is the property of Pegasystems Inc 1 Rogers Street Cambridge MA 02142-1209 Phone (617) 374-9600 Fax (617) 374-9620 wwwpegacom Document Pega Calltrade Installation Guide Software Version 7133 Updated July 2016

CONTENTS

About this Document 1 Intended Audience 1 Database Administrator Skills 1 PegaRULES Process Commander (Pega 7) Administrator Skills 1 Telephony Knowledge 1

Install PegaCALL 2 Verify Prerequisites 2

Pega 7 2 Pega Customer Service 2

Import PegaCALL Rules 2 Install Java Libraries required to connect to your CTI Platform 3 Install Pega Customer Service Hot Fixes 4 Install PegaCALL Hot Fixes 6 Update Service Packages 6 Disable Background Class Saving with JBoss e-Tier 7

Configuring PegaCALL 8 Configuring CTI Links 8 Configuring and Using the Telephony Tools 8 Configuring Interaction Processing 8 PegaCALL Scheduled Agents 8 Purging Stale Call Objects 9

PegaCALL Installation Guide 7133 1

PegaCALL provides telephony integration for Pega applications including Pega Customer Service (PegaCS formerly known as CPM)

This document provides technical guidance for installing PegaCALLtrade Version 7133 However it does not detail steps that may be necessary to uniquely configure your solution for use in a specific environment

Intended Audience This document assumes that the installer has the following skills

Database Administrator Skills Creating databases and users in the DBMS that will be used for the deployment

(Oracle MS SQL Server PostgreSQL or DB2 LUW amp zOS)

Running database scripts in the DBMS that will be used for the deployment (Oracle MS SQL Server PostgreSQL or DB2 LUW amp zOS)

PegaRULES Process Commander (Pega 7) Administrator Skills

Finding and updating rule forms

Using the Pega 7 System Management Application

Telephony Knowledge Familiarity with telephony and CTI terminology

Knowledge of your telephony and CTI environment

About this Document

PegaCALL Installation Guide 7133 2

To install PegaCALL 7133 perform the following steps

Verify Prerequisites Pega 7 Before installing PegaCALL 7133 you must first install the following

PRPC 71 maintenance level (ML) 8 or later

Verify that PRPC 71 (ML 8 or later) has been installed correctly before proceeding with the installation If you using an earlier version you must upgrade PRPC before you proceed

Pega Customer Service PegaCALL 7133 may be used with the following

CPM 713 OR

Pega Customer Service 714

If you use Pega Customer Service (formerly known as CPM) verify that you have installed PegaCS version 713 or 714 before proceeding with the installation of PegaCALL 7133 If you are using an earlier version you must upgrade to PegaCS 713 or 714 before you proceed

Import PegaCALL Rules Run the Import Wizard to load the PegaCALL System Data and RuleSets

Access the PRPC system (httphostnameportprwebPRServlet)

Login using the administratorpegacom operator (default password = install)

From the Designer Studio menu select Application gt Distribution gt Import

Install PegaCALL

PegaCALL Installation Guide 7133 1

PegaCALL provides telephony integration for Pega applications including Pega Customer Service (PegaCS formerly known as CPM)

This document provides technical guidance for installing PegaCALLtrade Version 7133 However it does not detail steps that may be necessary to uniquely configure your solution for use in a specific environment

Intended Audience This document assumes that the installer has the following skills

Database Administrator Skills Creating databases and users in the DBMS that will be used for the deployment

(Oracle MS SQL Server PostgreSQL or DB2 LUW amp zOS)

Running database scripts in the DBMS that will be used for the deployment (Oracle MS SQL Server PostgreSQL or DB2 LUW amp zOS)

PegaRULES Process Commander (Pega 7) Administrator Skills

Finding and updating rule forms

Using the Pega 7 System Management Application

Telephony Knowledge Familiarity with telephony and CTI terminology

Knowledge of your telephony and CTI environment

About this Document

PegaCALL Installation Guide 7133 2

To install PegaCALL 7133 perform the following steps

Verify Prerequisites Pega 7 Before installing PegaCALL 7133 you must first install the following

PRPC 71 maintenance level (ML) 8 or later

Verify that PRPC 71 (ML 8 or later) has been installed correctly before proceeding with the installation If you using an earlier version you must upgrade PRPC before you proceed

Pega Customer Service PegaCALL 7133 may be used with the following

CPM 713 OR

Pega Customer Service 714

If you use Pega Customer Service (formerly known as CPM) verify that you have installed PegaCS version 713 or 714 before proceeding with the installation of PegaCALL 7133 If you are using an earlier version you must upgrade to PegaCS 713 or 714 before you proceed

Import PegaCALL Rules Run the Import Wizard to load the PegaCALL System Data and RuleSets

Access the PRPC system (httphostnameportprwebPRServlet)

Login using the administratorpegacom operator (default password = install)

From the Designer Studio menu select Application gt Distribution gt Import

Install PegaCALL

PegaCALL Installation Guide 7133 2

To install PegaCALL 7133 perform the following steps

Verify Prerequisites Pega 7 Before installing PegaCALL 7133 you must first install the following

PRPC 71 maintenance level (ML) 8 or later

Verify that PRPC 71 (ML 8 or later) has been installed correctly before proceeding with the installation If you using an earlier version you must upgrade PRPC before you proceed

Pega Customer Service PegaCALL 7133 may be used with the following

CPM 713 OR

Pega Customer Service 714

If you use Pega Customer Service (formerly known as CPM) verify that you have installed PegaCS version 713 or 714 before proceeding with the installation of PegaCALL 7133 If you are using an earlier version you must upgrade to PegaCS 713 or 714 before you proceed

Import PegaCALL Rules Run the Import Wizard to load the PegaCALL System Data and RuleSets

Access the PRPC system (httphostnameportprwebPRServlet)

Login using the administratorpegacom operator (default password = install)

From the Designer Studio menu select Application gt Distribution gt Import

Install PegaCALL

PegaCALL Installation Guide 7133 3

TITLE of INTERNAL DOCUMENT ndash Arial Bold 12

Browse to find the following file on the distribution media and click Nextgtgt

minus RulesPegaCALL_7133jar

Follow the instructions in the Import Wizard to import the PegaCALL archive (PegaCALL_7133jar) PegaCALL rules and associated data will be loaded into your database Several tables that PegaCALL uses will be created

When the import is completed click the Done button and you will be returned to Designer Studio

Restart the application server to complete the installation process

Install Java Libraries required to connect to your CTI Platform

Note The PegaCALL CTI Link Engine does not require any third-party libraries to connect to Cisco ICM CTI Server If you use Cisco ICMUCCE you can skip this step

Obtain the required third-party libraries

Avaya

For connecting to the Avaya AES server the PegaCALL CTI Link Engine requires the Avaya AES Java Telephony API (JTAPI) SDK release 63 Contact your Avaya representative to obtain the SDK Once you have installed the SDK locate the following files

ecsjtapiajar

log4j-1212jar

PegaCALL Installation Guide 7133 4

TITLE of INTERNAL DOCUMENT ndash Arial Bold 12

Genesys

For connecting to the Genesys TServer PegaCALL CTI Link Engine requires the Genesys Platform SDK Use SDK version 81 if your Genesys TServer is version 81 or later Use version 80 if your Genesys TServer is version 80 or earlier Contact your Genesys representative to obtain the SDK Once you have installed the SDK locate the following files

commonsjar

configurationprotocoljar

connectionjar

kvlistsjar

protocoljar

systemjar

voiceprotocoljar

netty-365Finaljar (if using Genesys SDK version 81 only)

Copy the files to the Pega 7 node where you wish to install the PegaCALL CTI Link Engine

Run the Pega 7 Import Wizard to load the 3rd-party libraries

Access the PRPC system (httphostnameportprwebPRServlet)

Login using the administratorpegacom operator (default password = install)

From the Designer Studio menu select Application gt Distribution gt Import

Browse to the location where the 3rd-party libraries are located Import the libraries one at a time following the on-screen instructions

Restart the application server to complete the installation process

Install Pega Customer Service Hot Fixes CPM 713 If you use CPM 713 you must install the hotfixes HFIX-21430 HFIX-22419 and HFIX-24821 to ensure compatibility with this version of PegaCALL The hotfixes also address various issues related to telephony integration

Copy the hotfix files from the distribution media to a local folder Hotfixes are located in the folder

minus HotfixesCS713

Install the hotfixes in the following order HFIX-21430 HFIX-22419 and HFIX-24821 following the instructions provided in the ReadMe file included in each hotfix zip file

Customer Service 714 If you use PegaCS 714 you must install the hotfix HFIX-24822 to ensure compatibility with this version of PegaCALL

PegaCALL Installation Guide 7133 4

TITLE of INTERNAL DOCUMENT ndash Arial Bold 12

Genesys

For connecting to the Genesys TServer PegaCALL CTI Link Engine requires the Genesys Platform SDK Use SDK version 81 if your Genesys TServer is version 81 or later Use version 80 if your Genesys TServer is version 80 or earlier Contact your Genesys representative to obtain the SDK Once you have installed the SDK locate the following files

commonsjar

configurationprotocoljar

connectionjar

kvlistsjar

protocoljar

systemjar

voiceprotocoljar

netty-365Finaljar (if using Genesys SDK version 81 only)

Copy the files to the Pega 7 node where you wish to install the PegaCALL CTI Link Engine

Run the Pega 7 Import Wizard to load the 3rd-party libraries

Access the PRPC system (httphostnameportprwebPRServlet)

Login using the administratorpegacom operator (default password = install)

From the Designer Studio menu select Application gt Distribution gt Import

Browse to the location where the 3rd-party libraries are located Import the libraries one at a time following the on-screen instructions

Restart the application server to complete the installation process

Install Pega Customer Service Hot Fixes CPM 713 If you use CPM 713 you must install the hotfixes HFIX-21430 HFIX-22419 and HFIX-24821 to ensure compatibility with this version of PegaCALL The hotfixes also address various issues related to telephony integration

Copy the hotfix files from the distribution media to a local folder Hotfixes are located in the folder

minus HotfixesCS713

Install the hotfixes in the following order HFIX-21430 HFIX-22419 and HFIX-24821 following the instructions provided in the ReadMe file included in each hotfix zip file

Customer Service 714 If you use PegaCS 714 you must install the hotfix HFIX-24822 to ensure compatibility with this version of PegaCALL

PegaCALL Installation Guide 7133 5

TITLE of INTERNAL DOCUMENT ndash Arial Bold 12

Copy the hotfix from the distribution media to a local folder Hotfixes are located in the folder

minus HotfixesCS714

Install the hotfix following the instructions provided in the ReadMe file included in the hotfix zip file

PegaCALL Installation Guide 7133 6

TITLE of INTERNAL DOCUMENT ndash Arial Bold 12

Install PegaCALL Hot Fixes Occasionally PegaCALL ships recent hotfixes with the installation media for your convenience Check your distribution media for a HotFixes directory If one is included review each hotfix in the directory and follow the installation instructions in each hotfix zip file If there is no HotFixes directory in your media you can skip this step

Update Service Packages If you will use PegaCALL without Pega Customer Service you must update service package records as described below

NOTE If you use Pega Customer Service (CPM) with PegaCALL do not perform this step

In the table below locate the CTI Link types you intend to use and note the applicable service packages

CTI Link Type Service Package Access Group

All CTI link types CTI CTIService

All CTI link types Screenpop CTIService

Local or remote CTI links CTILinkEvent CTIService

Classic CTI link for Genesys GenesysTLib GenesysTLib

Remote CTI links CTILinkRequest CTIService

Remote CTI links CTILinkRemoteEvent CTIService

AACC CTI Links CTIAACCLinkEvent1 through 10 CTIService

Update each service package you will use as follows

From Designer Studiorsquos Records explorer locate the Integration-Resources category Open the Service Package list

Search for and open the service package record

Modify the service access group to the one shown in the table above

Save the service package record

PegaCALL Installation Guide 7133 7

TITLE of INTERNAL DOCUMENT ndash Arial Bold 12

Disable Background Class Saving with JBoss e-Tier If you have deployed PRPC in JBossrsquo e-Tier you must disable background class saving in PRPC as follows CTI events may trigger compilation (first-use-assembly) of PRPC rules Background class saving in JBossrsquo e-Tier can cause compilation errors and subsequent problems with PegaCALL event processing

Edit the prconfig setting compilersaveClassesInBackground and set it to false This is typically in your prconfigxml file ltenv name=compilersaveClassesInBackground value=false gt

Restart your application server

PegaCALL Installation Guide 7133 8

Configuring CTI Links Before you can use PegaCALL capabilities you must configure CTI Links to your CTI platform For details on how to do this refer to the PegaCALL Configuration and Operations Guide for your CTI platform PegaCALL provides an operator CTIDeveloper (default password install) that may be used for PegaCALL administration and development If you use Pega Customer Service you may login as CASysAdmin (default password install)

Configuring and Using the Telephony Tools PegaCALL provides a telephony toolbar that provides call control and agent state management capabilities You can access the toolbar from Designer Studio From the Designer Studio menu navigate to Channel Services gt PegaCALL gt Phone Toolbar For information on how to configure and use the toolbar and embed it in your user portal refer to the PegaCALL Configuration and Operations Guide for your CTI platform If you use PegaCS the telephony toolbar is embedded in the default interaction portal

Configuring Interaction Processing

NOTE If you use Pega Customer Service (CPM) with PegaCALL you should skip this step Refer to the PegaCS implementation guide to configure interaction processing

PegaCALL provides the ability to notify a user when a call arrives at his or her phone By default a screen pop window is displayed with information about the call When the user clicks on the Accept button provided on the screen pop the activity ProcessInteraction is called You must override the activity ProcessInteraction on your call class (eg ChannelServices-Interaction-Call) to initiate the call or interaction processing you require Various additional display and processing options are provided in call treatment rules For more information refer the PegaCALL Configuration and Operations Guide for your CTI

PegaCALL Scheduled Agents PegaCALL provides an Agents rule (in the Pega-CTI RuleSet) that periodically performs tasks such as starting CTI Links and purging old call objects from the database Before you can use these capabilities you may need to update the Agent Schedule

From Records Explorer navigate to SysAdmin gt Agent Schedule and locate the PegaCALL agent schedule rule

Configuring PegaCALL

PegaCALL Installation Guide 7133 9

TITLE of INTERNAL DOCUMENT ndash Arial Bold 12

If you will use PegaCALL without PegaCS update the access group on the Security tab to CTIService or another access group with appropriate privileges and access to the Pega-CTI RuleSet

On the Schedule tab review and update the schedule to meet your needs

For more information refer to the PegaCALL Configuration and Operations Guide for your CTI platform

Purging Stale Call Objects In most environments call objects should be purged from the database periodically PegaCALL provides an Agents rule to do this You should configure call object purging on your system Refer to the appendix of the PegaCALL Configuration and Operations Guide for your CTI platform for instructions

• About this Document
• Intended Audience
• Database Administrator Skills
• PegaRULES Process Commander (Pega 7) Administrator Skills
• Telephony Knowledge
• Install PegaCALL
• Verify Prerequisites
• • Pega 7
  • Pega Customer Service
  • • Import PegaCALL Rules
    • Install Java Libraries required to connect to your CTI Platform
    • • Avaya
      • Genesys
      • • Install Pega Customer Service Hot Fixes
        • Install PegaCALL Hot Fixes
        • Update Service Packages
        • Disable Background Class Saving with JBoss e-Tier
        • Configuring PegaCALL
        • Configuring CTI Links
        • Configuring and Using the Telephony Tools
        • Configuring Interaction Processing
        • PegaCALL Scheduled Agents
        • Purging Stale Call Objects

PegaCALL Installation Guide 7133 6

TITLE of INTERNAL DOCUMENT ndash Arial Bold 12

Install PegaCALL Hot Fixes Occasionally PegaCALL ships recent hotfixes with the installation media for your convenience Check your distribution media for a HotFixes directory If one is included review each hotfix in the directory and follow the installation instructions in each hotfix zip file If there is no HotFixes directory in your media you can skip this step

Update Service Packages If you will use PegaCALL without Pega Customer Service you must update service package records as described below

NOTE If you use Pega Customer Service (CPM) with PegaCALL do not perform this step

In the table below locate the CTI Link types you intend to use and note the applicable service packages

CTI Link Type Service Package Access Group

All CTI link types CTI CTIService

All CTI link types Screenpop CTIService

Local or remote CTI links CTILinkEvent CTIService

Classic CTI link for Genesys GenesysTLib GenesysTLib

Remote CTI links CTILinkRequest CTIService

Remote CTI links CTILinkRemoteEvent CTIService

AACC CTI Links CTIAACCLinkEvent1 through 10 CTIService

Update each service package you will use as follows

From Designer Studiorsquos Records explorer locate the Integration-Resources category Open the Service Package list

Search for and open the service package record

Modify the service access group to the one shown in the table above

Save the service package record

PegaCALL Installation Guide 7133 7

TITLE of INTERNAL DOCUMENT ndash Arial Bold 12

Disable Background Class Saving with JBoss e-Tier If you have deployed PRPC in JBossrsquo e-Tier you must disable background class saving in PRPC as follows CTI events may trigger compilation (first-use-assembly) of PRPC rules Background class saving in JBossrsquo e-Tier can cause compilation errors and subsequent problems with PegaCALL event processing

Edit the prconfig setting compilersaveClassesInBackground and set it to false This is typically in your prconfigxml file ltenv name=compilersaveClassesInBackground value=false gt

Restart your application server

PegaCALL Installation Guide 7133 8

Configuring CTI Links Before you can use PegaCALL capabilities you must configure CTI Links to your CTI platform For details on how to do this refer to the PegaCALL Configuration and Operations Guide for your CTI platform PegaCALL provides an operator CTIDeveloper (default password install) that may be used for PegaCALL administration and development If you use Pega Customer Service you may login as CASysAdmin (default password install)

Configuring and Using the Telephony Tools PegaCALL provides a telephony toolbar that provides call control and agent state management capabilities You can access the toolbar from Designer Studio From the Designer Studio menu navigate to Channel Services gt PegaCALL gt Phone Toolbar For information on how to configure and use the toolbar and embed it in your user portal refer to the PegaCALL Configuration and Operations Guide for your CTI platform If you use PegaCS the telephony toolbar is embedded in the default interaction portal

Configuring Interaction Processing

NOTE If you use Pega Customer Service (CPM) with PegaCALL you should skip this step Refer to the PegaCS implementation guide to configure interaction processing

PegaCALL provides the ability to notify a user when a call arrives at his or her phone By default a screen pop window is displayed with information about the call When the user clicks on the Accept button provided on the screen pop the activity ProcessInteraction is called You must override the activity ProcessInteraction on your call class (eg ChannelServices-Interaction-Call) to initiate the call or interaction processing you require Various additional display and processing options are provided in call treatment rules For more information refer the PegaCALL Configuration and Operations Guide for your CTI

PegaCALL Scheduled Agents PegaCALL provides an Agents rule (in the Pega-CTI RuleSet) that periodically performs tasks such as starting CTI Links and purging old call objects from the database Before you can use these capabilities you may need to update the Agent Schedule

From Records Explorer navigate to SysAdmin gt Agent Schedule and locate the PegaCALL agent schedule rule

Configuring PegaCALL

PegaCALL Installation Guide 7133 9

TITLE of INTERNAL DOCUMENT ndash Arial Bold 12

If you will use PegaCALL without PegaCS update the access group on the Security tab to CTIService or another access group with appropriate privileges and access to the Pega-CTI RuleSet

On the Schedule tab review and update the schedule to meet your needs

For more information refer to the PegaCALL Configuration and Operations Guide for your CTI platform

Purging Stale Call Objects In most environments call objects should be purged from the database periodically PegaCALL provides an Agents rule to do this You should configure call object purging on your system Refer to the appendix of the PegaCALL Configuration and Operations Guide for your CTI platform for instructions

• About this Document
• Intended Audience
• Database Administrator Skills
• PegaRULES Process Commander (Pega 7) Administrator Skills
• Telephony Knowledge
• Install PegaCALL
• Verify Prerequisites
• • Pega 7
  • Pega Customer Service
  • • Import PegaCALL Rules
    • Install Java Libraries required to connect to your CTI Platform
    • • Avaya
      • Genesys
      • • Install Pega Customer Service Hot Fixes
        • Install PegaCALL Hot Fixes
        • Update Service Packages
        • Disable Background Class Saving with JBoss e-Tier
        • Configuring PegaCALL
        • Configuring CTI Links
        • Configuring and Using the Telephony Tools
        • Configuring Interaction Processing
        • PegaCALL Scheduled Agents
        • Purging Stale Call Objects

PegaCALL Installation Guide 7133 7

TITLE of INTERNAL DOCUMENT ndash Arial Bold 12

Disable Background Class Saving with JBoss e-Tier If you have deployed PRPC in JBossrsquo e-Tier you must disable background class saving in PRPC as follows CTI events may trigger compilation (first-use-assembly) of PRPC rules Background class saving in JBossrsquo e-Tier can cause compilation errors and subsequent problems with PegaCALL event processing

Edit the prconfig setting compilersaveClassesInBackground and set it to false This is typically in your prconfigxml file ltenv name=compilersaveClassesInBackground value=false gt

Restart your application server

PegaCALL Installation Guide 7133 8

Configuring CTI Links Before you can use PegaCALL capabilities you must configure CTI Links to your CTI platform For details on how to do this refer to the PegaCALL Configuration and Operations Guide for your CTI platform PegaCALL provides an operator CTIDeveloper (default password install) that may be used for PegaCALL administration and development If you use Pega Customer Service you may login as CASysAdmin (default password install)

Configuring and Using the Telephony Tools PegaCALL provides a telephony toolbar that provides call control and agent state management capabilities You can access the toolbar from Designer Studio From the Designer Studio menu navigate to Channel Services gt PegaCALL gt Phone Toolbar For information on how to configure and use the toolbar and embed it in your user portal refer to the PegaCALL Configuration and Operations Guide for your CTI platform If you use PegaCS the telephony toolbar is embedded in the default interaction portal

Configuring Interaction Processing

NOTE If you use Pega Customer Service (CPM) with PegaCALL you should skip this step Refer to the PegaCS implementation guide to configure interaction processing

PegaCALL provides the ability to notify a user when a call arrives at his or her phone By default a screen pop window is displayed with information about the call When the user clicks on the Accept button provided on the screen pop the activity ProcessInteraction is called You must override the activity ProcessInteraction on your call class (eg ChannelServices-Interaction-Call) to initiate the call or interaction processing you require Various additional display and processing options are provided in call treatment rules For more information refer the PegaCALL Configuration and Operations Guide for your CTI

PegaCALL Scheduled Agents PegaCALL provides an Agents rule (in the Pega-CTI RuleSet) that periodically performs tasks such as starting CTI Links and purging old call objects from the database Before you can use these capabilities you may need to update the Agent Schedule

From Records Explorer navigate to SysAdmin gt Agent Schedule and locate the PegaCALL agent schedule rule

Configuring PegaCALL

PegaCALL Installation Guide 7133 9

TITLE of INTERNAL DOCUMENT ndash Arial Bold 12

If you will use PegaCALL without PegaCS update the access group on the Security tab to CTIService or another access group with appropriate privileges and access to the Pega-CTI RuleSet

On the Schedule tab review and update the schedule to meet your needs

For more information refer to the PegaCALL Configuration and Operations Guide for your CTI platform

Purging Stale Call Objects In most environments call objects should be purged from the database periodically PegaCALL provides an Agents rule to do this You should configure call object purging on your system Refer to the appendix of the PegaCALL Configuration and Operations Guide for your CTI platform for instructions

• About this Document
• Intended Audience
• Database Administrator Skills
• PegaRULES Process Commander (Pega 7) Administrator Skills
• Telephony Knowledge
• Install PegaCALL
• Verify Prerequisites
• • Pega 7
  • Pega Customer Service
  • • Import PegaCALL Rules
    • Install Java Libraries required to connect to your CTI Platform
    • • Avaya
      • Genesys
      • • Install Pega Customer Service Hot Fixes
        • Install PegaCALL Hot Fixes
        • Update Service Packages
        • Disable Background Class Saving with JBoss e-Tier
        • Configuring PegaCALL
        • Configuring CTI Links
        • Configuring and Using the Telephony Tools
        • Configuring Interaction Processing
        • PegaCALL Scheduled Agents
        • Purging Stale Call Objects

PegaCALL Installation Guide 7133 8

Configuring CTI Links Before you can use PegaCALL capabilities you must configure CTI Links to your CTI platform For details on how to do this refer to the PegaCALL Configuration and Operations Guide for your CTI platform PegaCALL provides an operator CTIDeveloper (default password install) that may be used for PegaCALL administration and development If you use Pega Customer Service you may login as CASysAdmin (default password install)

Configuring and Using the Telephony Tools PegaCALL provides a telephony toolbar that provides call control and agent state management capabilities You can access the toolbar from Designer Studio From the Designer Studio menu navigate to Channel Services gt PegaCALL gt Phone Toolbar For information on how to configure and use the toolbar and embed it in your user portal refer to the PegaCALL Configuration and Operations Guide for your CTI platform If you use PegaCS the telephony toolbar is embedded in the default interaction portal

Configuring Interaction Processing

NOTE If you use Pega Customer Service (CPM) with PegaCALL you should skip this step Refer to the PegaCS implementation guide to configure interaction processing

PegaCALL provides the ability to notify a user when a call arrives at his or her phone By default a screen pop window is displayed with information about the call When the user clicks on the Accept button provided on the screen pop the activity ProcessInteraction is called You must override the activity ProcessInteraction on your call class (eg ChannelServices-Interaction-Call) to initiate the call or interaction processing you require Various additional display and processing options are provided in call treatment rules For more information refer the PegaCALL Configuration and Operations Guide for your CTI

PegaCALL Scheduled Agents PegaCALL provides an Agents rule (in the Pega-CTI RuleSet) that periodically performs tasks such as starting CTI Links and purging old call objects from the database Before you can use these capabilities you may need to update the Agent Schedule

From Records Explorer navigate to SysAdmin gt Agent Schedule and locate the PegaCALL agent schedule rule

Configuring PegaCALL

PegaCALL Installation Guide 7133 9

TITLE of INTERNAL DOCUMENT ndash Arial Bold 12

If you will use PegaCALL without PegaCS update the access group on the Security tab to CTIService or another access group with appropriate privileges and access to the Pega-CTI RuleSet

On the Schedule tab review and update the schedule to meet your needs

For more information refer to the PegaCALL Configuration and Operations Guide for your CTI platform

Purging Stale Call Objects In most environments call objects should be purged from the database periodically PegaCALL provides an Agents rule to do this You should configure call object purging on your system Refer to the appendix of the PegaCALL Configuration and Operations Guide for your CTI platform for instructions

• About this Document
• Intended Audience
• Database Administrator Skills
• PegaRULES Process Commander (Pega 7) Administrator Skills
• Telephony Knowledge
• Install PegaCALL
• Verify Prerequisites
• • Pega 7
  • Pega Customer Service
  • • Import PegaCALL Rules
    • Install Java Libraries required to connect to your CTI Platform
    • • Avaya
      • Genesys
      • • Install Pega Customer Service Hot Fixes
        • Install PegaCALL Hot Fixes
        • Update Service Packages
        • Disable Background Class Saving with JBoss e-Tier
        • Configuring PegaCALL
        • Configuring CTI Links
        • Configuring and Using the Telephony Tools
        • Configuring Interaction Processing
        • PegaCALL Scheduled Agents
        • Purging Stale Call Objects

PegaCALL Installation Guide 7133 9

TITLE of INTERNAL DOCUMENT ndash Arial Bold 12

If you will use PegaCALL without PegaCS update the access group on the Security tab to CTIService or another access group with appropriate privileges and access to the Pega-CTI RuleSet

On the Schedule tab review and update the schedule to meet your needs

For more information refer to the PegaCALL Configuration and Operations Guide for your CTI platform

Purging Stale Call Objects In most environments call objects should be purged from the database periodically PegaCALL provides an Agents rule to do this You should configure call object purging on your system Refer to the appendix of the PegaCALL Configuration and Operations Guide for your CTI platform for instructions

• About this Document
• Intended Audience
• Database Administrator Skills
• PegaRULES Process Commander (Pega 7) Administrator Skills
• Telephony Knowledge
• Install PegaCALL
• Verify Prerequisites
• • Pega 7
  • Pega Customer Service
  • • Import PegaCALL Rules
    • Install Java Libraries required to connect to your CTI Platform
    • • Avaya
      • Genesys
      • • Install Pega Customer Service Hot Fixes
        • Install PegaCALL Hot Fixes
        • Update Service Packages
        • Disable Background Class Saving with JBoss e-Tier
        • Configuring PegaCALL
        • Configuring CTI Links
        • Configuring and Using the Telephony Tools
        • Configuring Interaction Processing
        • PegaCALL Scheduled Agents
        • Purging Stale Call Objects