Pegacall Configuration and Operations Guide for CTI Link Server with Cisco ICM

PegaCALL

Configuration and Operations Guide for

CTI Link Server with Cisco ICM CTI

This document describes products and services of Pegasystems Inc. It may contain trade secrets and proprietary information. The document and product are protected by copyright and distributed under licenses restricting their use, copying, distribution, or transmittal in any form without prior written authorization of Pegasystems Inc.

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

This document may include references to Pegasystems product features that have not been licensed by your company. If you have questions about whether a particular capability is included in your installation, please consult your Pegasystems service con- sultant.

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

Although Pegasystems Inc. strives for accuracy in its publications, any publication may contain inaccuracies or typographical errors. This document or Help System could contain technical inaccuracies or typographical errors. Changes are periodically added to the information herein. Pegasystems Inc. may make improvements and/or changes in the information described herein at any time.

This document is the property of: Pegasystems Inc. 1 Rogers St. Cambridge, MA 02142 (617) 374-9600, fax: (617) 374-9620 www.pega.com

PegaCALL Document: Configuration and Operations Guide

Software Version: 7.1.3 Updated: October, 2014 Deprecated server

The CTI Link Server for Cisco ICM has been deprecated. New deployments of PegaCALL should use the CTI Link Engine described in PegaCALL Configuration and Operations Guide - CTI Link Engine with Cisco ICM CTI. Existing deployments should plan to migrate to the CTI Link Engine as well. How to use this manual

This guide tells you how to configure and use the features of PegaCALL.

Introductory information: The first two chapters provide information you need before you start configuring and using PegaCALL.

Chapter 1 describes the functionality available in PegaCALL.

Chapters 2 describes how PegaCALL integrates with your CTI platform and covers requirements for the system(s) you will need.

For installation and upgrade information, please refer to the CPM or PegaCALL Install- ation and Upgrade guides respectively.

Configuring and using basic functionality: Chapters 3 through 6 walk you through configuring and using the basic features of PegaCALL.

Chapter 3 guides you through configuring the CTI Link server.

Chapter 4 provides information on connecting PRPC to the CTI Link server.

Chapter 5 covers customizing and using the stateless soft phone

Chapter 6 introduces the PegaCALL configuration wizard, which helps you define call classes, configure event delivery, map call properties, and perform several other configuration functions.

We suggest that new users of PegaCALL start with these chapters to become familiar with basic functionality before attempting more advanced configuration. References direct you to detailed discussions of certain topics in later chapters.

Additional topics

The rest of this book covers additional topics to enable you to customize PegaCALL to suit your needs and to fully utilize its features.

Appendices:The appendices provide information for customers who are upgrading from a prior release and wish to continue to use the soft phone, tools and rules that were provided in the prior release. Information on troubleshooting tools and contacting Pegasystems is also included. Table of Contents

Deprecated server ii

How to use this manual i

Table of Contents 2

Chapter 1: What is PegaCALL? 5

Traditional contact center environment 5

Contact center environment with PegaCALL for PegaRULES 6

PegaCALL features 8

High-level architecture 10

Supported CTI platforms 11

PegaCALL components 12

Chapter 2: Implementing PegaCALL 14

Call flow for Cisco ICM integration 14

Call flow overview 14

System requirements 16

Chapter 3: Configuring the CTI Link server 18

Configuring the CTI Link server 18

CTI Platform Specific Configuration 23

Cisco CTI Server Protocol Version 24

Warm Restart 24

Configuring Multiple CTI Link Instances on a Single Server 25

Chapter 4: CTI Link configuration on PRPC 28

CTI Link types 28

Working with site IDs 28

Adding and configuring CTI Link(s) 28

Chapter 5: Customizing and using the stateless soft phone 32 Enabling the soft phone 32

Working with the soft phone 34

Transferring CPM context with calls (Voice-Data Transfer) 37

Customizing the stateless soft phone 37

Using the Stateless Soft Phone in another PRPC application 37

Chapter 6: PegaCALL Configuration Wizard 38

Prerequisite steps 38

Using the wizard 38

Chapter 7: Enabling desktop event delivery 47

Understanding desktop event delivery 47

The PegaCALL Presence Agent 47

Network protocol and desktop port for event delivery 47

Desktops with multiple IP addresses (IP-address matching) 48

Configuring desktop event delivery 48

Chapter 8: Configuring call treatment and screen pops 52

Call Treatment rules 52

Configuring screen pops 53

Starting interaction processing automatically ("auto-accept") 54

No call processing 55

Answering calls 55

Modifying Call Treatment rules 55

Call types 56

Retrieving additional data 56

Chapter 9: Administering PegaCALL 57

Accessing the PegaCALL landing page 57

Chapter 10: Running the CTI Link Server and Related Components 62 Running the ICR Link Server 62

Chapter 11: Using telephony rules 64

Rulesets and class hierarchy 64

Setting access to PegaCALL rules and custom rulesets 65

Customizing the call class and associated call data 65

Telephony functions: invoking CTI capabilities from your application 66

Appendix: Developer and debugging tools 70

Appendix: Contacting Pegasystems i

Customer support i

Education services i

Documentation feedback ii

Office locations ii

Index v Chapter 1: What is PegaCALL?

PegaCALL™ for PegaRULES provides Computer Telephony Integration (CTI) to improve contact center operations. PegaCALL enhances telephone-based customer interactions such as service inquiries, tele- marketing, sales, and collection efforts by integrating Process Commander-based business process management capabilities with telephony infrastructures, increasing agent productivity and enhancing customer satisfaction.

This chapter describes the capabilities and high-level architecture of PegaCALL for PegaRULES.

Traditional contact center environment In a traditional contact center environment, calls come into the contact center and are connected to an Interactive Voice Response (IVR) system (sometimes also called VRU). The IVR plays voice menus that allow customers to choose from several selections and obtain information related to their account. Callers can subsequently speak to a Customer Service Representative (CSR) for further service, as in the diagram below.

The numbers on the diagram correspond to the steps outlined below. These steps give a high-level overview of a call as it moves through a traditional contact center environment:

1. A customer calls a contact center. Mr. Brown is a high-balance account holder at The Com- pany. He calls the company’s customer service center because he wants to make an

5 PegaCALL Configuration and Operations Guide Version 7.1.3

adjustment to his account.

2. When the call arrives in the IVR, Mr. Brown is prompted to enter his account number. He enters his account number, account verification information, and proceeds to move through the IVR voice menus. He then selects the option to make an adjustment to his account. Mr. Brown is unsure about updating his account from the IVR and wants to speak with someone to help him make the adjustment.

3. Mr. Brown opts to speak with a Customer Service Representative. The call is transferred from the IVR to the contact center telephone switch (often referred to as a PBX or ACD) where it is routed to queue for an available representative.

4. A CSR becomes available and answers the call. The CSR asks Mr. Brown for his account number again before servicing can begin. Mr. Brown must repeat the account information he has already entered into the IVR, including his account number and personal identification code (PIN number) because the information is not available to the CSR.

From this overview, it is apparent that the traditional contact center is not servicing the customer as effectively and efficiently as possible. When a customer has to repeat information to a CSR that he already entered into a system, it wastes both the customer and the CSR’s time. The result is an unsat- isfactory service experience for the customer and increased costs to the company.

Inefficiencies of traditional contact centers can cost a company valuable time, money, and opportunities for building customer relationships.

Contact center environment with PegaCALL for PegaRULES

PegaCALL uses computer telephony integration (CTI) to improve the efficiency of a contact center and helps improve the customer’s experience. CTI typically involves connecting a computer system to the contact center’s IVR and a telephone switch.

The IVR passes information about calls it is servicing to the PegaRULES application so this information is available when the caller decides to speak to a CSR. This information typically includes the caller’s account number as entered into the touch-tone phone and other information about the IVR interaction. The call is queued at the telephone switch (PBX or ACD) and is connected to the next available representative. PegaCALL uses CTI to receive information about the call. When the call reaches a CSR, the CSR’s PRPC desktop application can use the information provided at the IVR to look up and display the caller’s information, enabling the CSR to serve the customer quicker and better.

While serving the customer, the CSR can use PegaCALL to control the telephone from the PegaRULES application without the need to switch focus to the phone. For instance, a CSR can place a call on hold or transfer a call from the desktop application without having to switch focus to the telephone.

6 Chapter 1: What is PegaCALL?

PegaCALL can also assist the ACD in routing calls. For example, information from a customer’s profile may be used to determine the appropriate ACD queue in which the call should be placed.

The following diagram shows an overview of the PegaCALL contact center environment.

The numbers on the diagram correspond to the steps outlined below. These steps give a high-level overview of a call as it moves through the PegaCALL contact center environment:

1. A customer, Mr. Brown, calls a PegaCALL enabled contact center. Mr. Brown is a high-balance account holder at The Company. He calls The Company’s customer service center because he wants to make an adjustment on his account.

2. When the call arrives in the IVR, Mr. Brown is prompted to enter his account number. He enters his account number, account verification information, and proceeds through the IVR voice menus. He then selects the option to make an adjustment on his account. Mr. Brown is not sure how to update his account from the IVR and wants to speak with someone to help him make the adjustment.

3. Mr. Brown opts to speak with a CSR. The information gathered in the IVR, including Mr. Brown’s account number, is now passed to PegaCALL, through the CTI Server.

4. As soon as a CSR is available, the call is connected to the CSR and key information per- taining to the customer is displayed on the CSR’s workstation. This is known as a screen

7 PegaCALL Configuration and Operations Guide Version 7.1.3

pop. The CSR immediately knows that Mr. Brown is on the line. There is no need to ask Mr. Brown to repeat any account information because it is displayed on the CSR's screen. In addition, the CSR is able to see other information, such as what Mr. Brown was attempting to do within the IVR, and can proceed to assist him.

The screen-pop information appears in a concise window or popup area that highlights the key information required to begin servicing the call, as shown here:

As the CSR proceeds with the call by clicking on a button from the screen-pop window, additional account information is available at the CSR’s workstation.

Note: The screen-pop window does not replace the contents of the application window and does not delete work in progress. The context of the business process that the CSR is executing is preserved until the CSR takes an action from the screen-pop window and calls an activity.

With a PegaCALL contact center that includes Pegasystems’ Customer Process Manager (CPM), the customer service application provided by Pegasystems, or a custom-developed customer service application built on PegaRULES Process Commander, CSRs are armed with the functions they need to service a call more efficiently and effectively than they could in a traditional contact center.

All data is presented to the CSR in an easy-to-view format, making data immediately available to answer customer questions and complete service interactions. Business rules guide CSRs throughout the interaction to ensure a consistently high level of service.

PegaCALL features

The sections below describe the main features of PegaCALL at a high level. These are described in greater detail in subsequent chapters.

8 Chapter 1: What is PegaCALL?

Adaptive screen pop The PegaCALL screen pop functions coordinate the arrival of an incoming call with the display of caller information at the CSR workstation. This capability eliminates the need to have the CSR collect the caller number or other identification information to retrieve customer information manually.

The type of screen-pop window and the information it displays is determined by evaluating the information gathered about the caller. Examples of this include what the person requested at the IVR, language preference (so that bilingual operators can greet the caller in their native language), and qualification for promotion and/or cross-selling opportunities.

The screen-pop window displays key information about the caller and includes buttons and messages that can lead the CSR into specific contact center business processes. All information about the call is then passed to the business processes so servicing can begin.

Examples

A caller provides an account number to the IVR to check an account balance, but fails to provide the PIN number. After that person opts out to speak to a CSR, a customized screen pop can be presented that prompts the CSR to verify the caller by requesting security information.

A caller enters information in the IVR and attempts to transfer money between two accounts. The caller has difficulty with the IVR and opts out to speak with a CSR. A customized screen- pop window can display the account information collected in the IVR as well as buttons that lead the CSR to the Balance Transfer window.

Data Prefetch Data prefetch allows the system to gather customer information before the call reaches a CSR. The PegaRULES application includes interfacing capabilities that can gather data from external systems based on information collected in the IVR.

As a caller moves through the IVR menus, information such as the account number is collected. This information can be used to look up or pre-fetch additional information about the caller before the call reaches a CSR. Information collected in this manner may be used to make call routing decisions, or may be provided to the PegaRULES application as the call reaches a CSR.

Desktop telephony PegaCALL enables CSRs to control their phones from their desktops, so they don’t need to switch focus to the phone. For example, a CSR may transfer a call to another queue or place a call on hold while he consults another CSR, using buttons in the desktop application. Telephony functions include hold,

9 PegaCALL Configuration and Operations Guide Version 7.1.3 retrieve, consult, conference, transfer and hang-up. These functions can be invoked using desktop buttons or as part of application business processes.

Agent state management CSRs log into ACDs as agents. While logged in, they need to indicate to the ACD if they are available to answer calls from customers.

For example, a CSR may need to change state to Not-Ready when they are taking a break for lunch. PegaCALL enables CSRs to do this from their PegaRULES desktop, rather than having to switch focus to their phone.

High-level architecture To support a broad range of functions, PegaCALL has an open architectural design that brings together the business process management capabilities of PegaRULES Process Commander and the call treatment and routing capabilities of call center equipment. The diagram below illustrates the PegaCALL architectural design used to integrate with a contact center’s telephony infrastructure.

10 Chapter 1: What is PegaCALL?

Supported CTI platforms PegaCALL integrates with a variety of telephony equipment (including IVRs, ACDs and PBXs) through one or more CTI servers. The following CTI platforms are supported:

Aspect Contact Server – for integration with Aspect CallCenter ACDs

Avaya Aura™ Application Enablement Services (AES) for integration with Avaya Aura Com- munications Manager

Cisco Intelligent Contact Management (ICM) platform (including Cisco Unified Contact Center Enterprise)

Genesys Customer Interaction Management (CIM) Platform

Enghouse (formerly Syntellect) CT Connect

11 PegaCALL Configuration and Operations Guide Version 7.1.3

PegaCALL components The following section provides an overview of the primary components of the PegaCALL solution. Addi- tional details and information on each of these components can be found in subsequent chapters of this document.

PegaCALL consists of two main components – PegaCALL CTI Link and a set of PegaCALL rules for PegaRULES Process Commander. Depending on the specific CTI platform and configuration used, these components may interconnect using SOAP or Java.

PegaCALL CTI Link The PegaCALL CTI Link interfaces between PegaRULES and the CTI platform. The CTI Link translates telephony events from the CTI platform into messages that are sent to PegaCALL rules for processing. In addition, the CTI Link receives telephony requests from PegaCALL rules and translates the requests into specific telephony requests for processing by the CTI platform.

For some CTI platforms, the CTI Link also monitors the routing point within the PBX/ACD and provides for enhanced call routing decisions.

Depending on your CTI platform, PegaCALL CTI Link may run on a separate Windows server or on a PRPC node. When CTI Link is deployed on a separate Windows Server, it is called a CTI Link Server. The CTI Link Server communicates with PegaRULES using the Simple Object Access Protocol (SOAP).

When deployed on a PRPC node,a CTI Link may use Java or other interfaces (e.g. web services) to integrate with the CTI platform. The Java layer supporting the CTI Link is called a CTI Link engine. CTI Link Engines are provided for Avaya AES, Cisco ICM, and Genesys CIM.

PegaCALL also provides a remote deployment option for the CTI Link Engine, allowing for CTI Link capabilities from one PRPC server to be used from another PRPC server. For example, a PRPC server executing CTI capability may be located in geographic proximity to the CTI platform, while PRPC servers which CSRs log into may be located centrally in a data center.

Note: The CTI Link server was previously called the PBX Link server. You may notice that some names still contain PBX.

PegaCALL rules for PegaRULES Process Commander PegaCALL provides several rulesets for PegaRULES Process Commander (PRPC). These rules process events from PegaCALL CTI Link (e.g. provide a screen pop when notified of an incoming call to an agent) and pass CTI requests to CTI Link (e.g. answer a call).

12 Chapter 1: What is PegaCALL?

These Rule Sets also provide user interfaces for screen pop, telephony control and agent state management on the customer service desktop. Details on PegaCALL rules are provided in subsequent chapters.

The PegaCALL Presence Agent PegaCALL uses a component that is loaded into the CSR’s browser to listen for events from the PRPC server. The component, called the Presence Agent, may be an applet or an ActiveX control.

The component binds to a network port on the CSR’s desktop and receives events from the PRPC server. The events can then trigger changes on the desktop, including UI changes.

13 Chapter 2: Implementing PegaCALL

This chapter describes the architecture for a PegaCALL implementation with Cisco ICM, including implementations with Cisco’s Unified Contact Center Enterprise ACD. The chapter includes descriptions of the components used in the implementation and in their connectivity.

Call flow for Cisco ICM integration The figure below presents a graphical overview of a call flow.

Call flow overview For this scenario, a call moves through the system according to the diagram above. The relevant steps in the call flow are numbered and correspond to the steps described below. Some steps include events that occur simultaneously in different parts of the system. The steps for these events have the same number. For example, step seven appears three times in the diagram. The call flow consists of the following steps:

14 PegaCALL Configuration and Operations Guide Version 7.1.3

1. The call comes into the PBX/ACD from the PSTN.

2. As soon as the call arrives at the PBX/ACD, it is routed to the IVR (also called a VRU).

3. Caller identification, such as account number, is gathered in the IVR. The caller proceeds with automated IVR inquiries such as account balance. This information is typically obtained from various backend systems or databases.

4. When the caller chooses to speak with an agent, the IVR passes information about the call in progress to the Cisco ICM via the Cisco Peripheral Gateway (PG). This is commonly known as attaching data to the call. Typically, the information sent by the IVR includes:

Caller identification such as Account Number.

Indication of what the caller was doing when he opted out (for example, a Balance Inquiry). This is commonly referred to as “last action.”

Verify flag indicating whether the caller successfully provided authentication information, such as a PIN number, to the IVR.

Any other information that could be used in a call routing decision. For example, if the IVR menu includes an alternate language selection, it would include the customer’s language selection.

The call is transferred to a routing point in the PBX/ACD, which the Cisco Intelligent Contact management (ICM) system is controlling.

5. The call arrives at the PBX/ACD routing point which is under the control of the Cisco ICM. The ICM begins executing its routing logic to deal with the incoming call.

6. The ICM script may call the PegaCALL ICM application gateway to retrieve additional data to be used to enhance or personalize routing. This message contains the caller information collected by the IVR and attached to the call in Step 4. The PegaRULES system that receives this request uses the information from the IVR to gather the customer data from backend systems needed for the call routing decision, screen pop, and subsequent servicing of the caller. This process is commonly referred to as prefetching since caller information is collected before the call reaches a CSR. The prefetched data is stored in PegaCALL

Note: this step does not occur automatically. You must add a step to the ICM script.

7. The ICM application gateway passes customer information to the ICM, where it is made available to the ICM script in the form of Cisco call variables. The ICM uses this information with the information it already has to control the routing of the call and sends routing instructions to the PBX/ACD. The call is transferred to a queue where it waits for an available Customer Service Representative (CSR).

8. When a CSR becomes available, the PBX/ACD delivers the call to the CSR. At the same time, the PBX/ACD sends a message by way of the Peripheral Gateway (PG) to the

15 Chapter 2: Implementing PegaCALL

PegaCALL CTI Link engine indicating which CSR received the call

A screen pop containing the customer information from the IVR and back-end systems is sent to the CSR’s workstation. The screen pop is displayed at the workstation as a separate window alerting the CSR to the new call. Clicking appropriate buttons in the screen-pop window allows the CSR to begin servicing the call.

System requirements This section describes the components required for a PegaCALL installation.

PegaCALL components PegaCALL CTI Link Engine for Cisco ICM

This component runs within a PRPC app server and provides CTI integration with the Cisco ICM. It provides for telephony request processing including call control and agent state management. It also processes CTI events from ICM, triggering changes such as screenpops within your PegaCALL application. The CTI Link engine connects to the Cisco CTI Server using the CTI Server protocol (GED-188).

PegaCALL ICM Application Gateway

The PegaCALL ICM application gateway runs within a PRPC application server and provides access to PRPC rules and processes as part of the ICM routing process. The Cisco ICM router connects to the PegaCALL application gateway and can retrieve customer information or other information to assist in improving call routing or IVR processing.

The PegaCALL ICM application gateway works independently from the PegaCALL CTI Link engine and is not required for providing screenpops or soft phone capability.

Other required components In addition to the standard component requirements for the PegaRULES application, a PegaCALL implementation includes the following requirements:

Cisco ICM — PegaCALL CTI Link Engine requires Cisco ICM version 7.0 or greater. Cisco requires that certain switch packages be installed. Consult Cisco for the most current information.

Each PRPC node that has a local CTI Link must have TCP/IP network connectivity to each CTI Server that it connects to.

Cisco ECC variable configuration If you wish to transfer CPM interaction context when you transfer calls (i.e. if you use the voice-data transfer feature) you must configure three expanded call context (ECC) variables in Cisco ICM: user- OldCallId, userOrigCallId and userCPMInteractionID.

16 PegaCALL Configuration and Operations Guide Version 7.1.3

General requirements For information on general hardware and software requirements for the PegaRULES application, see the Installation guide for the specific platform that you are running at your site.

For more information about installing the PegaCALL components, see PegaCALL Installation and Upgrade Guide.

17 Chapter 3: Configuring the CTI Link server Chapter 3: Configuring the CTI Link server

Before you configure PegaCALL rules to connect to the CTI Link Server, you should configure the server as described below.

Configuring the CTI Link server After you have installed the PegaCALL CTI Link server software, you must configure the CTI Link server. On the server where you installed the CTILink server, run the PegaCALL CTI Link server configuration tool by going to Start > Programs > PegaCALL > Configure PegaCALL. The configuration tool may also be accessed through the configure.exe program from the CTI Link server folder (by default, C:\Program Files\Pegasystems\PegaCALL\CTILink).

Note: Configuration information is stored in the pega.ini file, located in the same folder as the CTI Link executable. The installation procedure creates a default file, but if the file does not exist the system creates it. Ensure that the CT ILink executable has write access to the folder it is located in.

When you start the configure.exe program, a prompt appears allowing you to select a CTILink instance to configure. If the server will only have a single CTILink configured, select the ‘DEFAULT’ option and click OK. If you will need to configure multiple CTILink instances, see the section titled ‘Configuring Mul- tiple CTILinks on a single server’.

The CTI Link server configuration window appears. The window has two sections: Generic Configuration and API Specific:

The following sections detail setting configurations.

18 PegaCALL Configuration and Operations Guide Version 7.1.3

Note that the Redundancy, Route Points, and VRU Devices functions are not supported. Do not use those buttons.

CTI Link

When you click the CTI Link button in the Generic Configuration section, the configuration window appears:

Enter configuration information as required and then click OK to save your changes or Cancel to discard them. Using this window, you can configure the following:

Listening Port: This function is not supported. Do not use it.

Location Prefix: Use the location prefix to distinguish one location in a multi-site (multi- PBX/ACD) implementation from another. Within the PegaRULES application, the location prefix is referred to as the site ID. It is prefixed to an operator’s extension and call IDs so that agent extensions and call IDs within the application remain unique even if there is overlap between sites.

Use Prefix: Check this box if you have a multi-site implementation. Leave the box blank if no prefix is needed.

19 Chapter 3: Configuring the CTI Link server

Prefix: Enter the prefix to use for this site.

Expire Calls: Use this option to specify how frequently the CTI Link server should delete calls that have timed out. Select a value between 2 and 60 seconds. The default is ten seconds.

Debug Level: Select Normal, Debug, or Heavy Debug. The default is Normal, which does not provide any debug messages. The PegaCALL CTI Link Server periodically re-reads its logging level from the configuration file. This is to facilitate diagnosing server problems without having to re-start the server. The server will only re-read the setting if the configuration file has been modified.

Error Exit Program: Enter the name of a program to run if the CTI Link Server stops because of an error. You can include up to three arguments to pass to the program. Click Clear to clear these fields. By default, no program is executed.

Connection Loss Execute: Check Execute program when connection lost and enter the program name to execute the program when a connection is lost. By default, no program is executed.

Log File Location: You can change the location of the PegaCALL CTI Link Server log file by modifying the configuration file. The default location is the working directory. For example:

[PBXLinkServer]

LogPath=c:\directoryname PegaRULES

When you click the PegaRULES button in the Generic configuration section, the configuration window appears:

20 PegaCALL Configuration and Operations Guide Version 7.1.3

Enter configuration information as required and then click OK to save your changes, or Cancel to discard them. Using this window, you can configure:

PegaRULES SOAP Servlet URL: Enter the URL for the PegaRULES SOAP Servlet.

Concurrent SOAP requestors: The maximum number of SOAP requestors that can connect to the CTI Link server at one time. This is coordinated with the number of SOAP Service requestors in PegaRULES Process Commander. The numbers that you use will depend on factors such as your call volume and the number of agents. The default is ten requestors. Dialing Plan

When you click the Dialing Plan button in the Generic configuration section, the following window appears:

21 Chapter 3: Configuring the CTI Link server

The dialing plan modifies the numbers the PegaRULES application passes for making outbound calls. The plan prefixes additional digits passed by the PegaRULES application configuration to work with the PBX/ACD and local telecom network. Use this window to define various dialing algorithms.

To determine whether the dialing plan is needed, consider the PegaRULES application configuration. You must understand the nature and format of the phone numbers that the PegaRULES application configuration will attempt to dial before you can determine if and how those numbers are manipulated by the CTI Link server according to the dialing plan.

Enter configuration information as required and then click OK to save your changes, or Cancel to discard them.

22 PegaCALL Configuration and Operations Guide Version 7.1.3

CTI Platform Specific Configuration In the API Specific section, click the Cisco button to display the configuration screen.

Note: The TAPI and TSAPI buttons represent deprecated options. Do not click these buttons.

Cisco ICM

Click the Cisco button to display the following window:

Use this window to configure connectivity to Cisco ICM’s CTI Servers. CTI Link will first attempt a connection to the CTI server on Host A. If the response times out or connectivity cannot be established, it will then attempt a connection to the CTI server on Host B. This sequence is repeated until the CTILink successfully connects with a Cisco ICM CTI server.

23 Chapter 3: Configuring the CTI Link server

Enter configuration information as required and then click OK to save your changes, or click Cancel to discard them. The window supports the following settings:

Host A: Enter the host name and port number for the primary Cisco CTI server.

Host B: Enter the host name and port number for the backup Cisco CTI server.

Peripheral: Enter the peripheral number assigned by Cisco.

Cisco Variable to Use: Enter a number to specify which call variable to use to send the Cisco RouterCallKey if it is necessary to locate a previous RouterCallKey value.

Offering Variables: Select up to ten call variables that will be passed to the CSR with the Offering activity. Select the check box for Peripheral if you want to include the peripheral property in the XML data.

The following settings are not supported. Do not use them:

Monitor Agent State

Cisco CTI Server Protocol Version The protocol version used by the CTI Link Server must be updated to enable the CTI Link Server to work with recent versions of Cisco ICM. Edit the pega.ini file found in the CTILink folder. Add the line

Protocol=8 in the [Geotel] section of the file.

Warm Restart The CTI Link Server can "warm start" after a crash or restart. The server maintains user and call information in file-backed memory.

If the server crashes or is intentionally stopped and then restarted within a relatively short time, the server can continue processing using the existing-state information. The information will be considered stale after a specified duration of down time. The server will then undergo a full (normal) start using new data.

The duration is determined by the WarmStartThreshold in the configuration file. This value is specified in seconds, the default value is 300 seconds.

24 PegaCALL Configuration and Operations Guide Version 7.1.3

To enable a warm start, UseSharedMemory must be enabled by setting its preference value to 1. For example:

[PBXLinkServer]

UseSharedMemory=1

WarmStartThreshold=300

Configuring Multiple CTI Link Instances on a Single Server Note: New installations should not configure multiple CTI Link instances on a single Windows server. Vir- tual machines may be used to run more than one CTI Link on a physical server instead.

If you need to configure multiple CTI link instances on one server, follow the instructions below.

1. Create and name multiple CTI Link instances using the ‘Configure.exe’ utility

2. Edit CTI Link definitions in PRPC to specify the appropriate CTI Link URL Endpoint

3. Update the WhiteMesa Config file or IIS Soap Server WSML file, based on which SOAP server you are using.

Create a CTI Link server instance Run the Configure.exe program on the CTI Link server.

Create a new CTI Link Server instance by selecting Create Instance from the opening screen:

In the next screen, enter an instance name. PRPC uses the name you enter to define the CTI Link End- point.

Click OK to create the instance, or Cancel to leave the form without saving your work.

You must update the IIS WSML file, depending on which you use.

25 Chapter 3: Configuring the CTI Link server

Update the SOAP server configuration If you enable more than one instance of CTI Link Server on a single server, you must update the IIS WSML file.

1. Copy the WSDL and WSML files installed in the default PegaCALL directory (PGLinkSer- vice.wsdl, PGLinkService.wsml, ServerRequest.wsdl, ServerRequest.wsml, Ser- viceRequest.wsdl and ServiceRequest.wsml) to the PegaCALL directory for the specified instance (..\PegaCall\CTILink\instancename)

2. Update the PGLinkService.wsml (in the instance directory ..\PegaCall\CTILink\instancename\PGLinkService.wsml). Change

3. Update the ServerRequest.wsml (in the instance directory \PegaCall\CTILink\instancename\Server.wsml). Change

4. Repeat the Windows Component services configuration step for the new instance. In the Component Services window, select Console Root > Component Services > Computers > My Computer > DCOM Config. The CTI Link entry is located here.

5. Right click and select Properties. In the Security tab under Launch and Activation Per- missions, choose the Customize radio button, and then click the Edit button.

26 PegaCALL Configuration and Operations Guide Version 7.1.3

6. Add IUSR_ and grant ‘Local launch’ and ‘Local Activation’ permissions. For example, if the computer is named TestMachine1, then the account that IIS uses is usually IUSR_TestMachine1.

27 Chapter 4: CTI Link configuration on PRPC

This chapter describes basic configuration for the PegaCALL CTI Link.

Before you can use PegaCALL capabilities, you need to:

Configure the CTI Link.

Check Link status to ensure connectivity to the CTI platform.

CTI Link types There are three types of CTI Links:

Local: A local CTI link connects a PRPC server (or cluster) to a CTI server, and provides CTI services to users on the PRPC server.

Remote: A remote CTI link connects a PRPC server (or cluster) to another PRPC server, from which they access CTI services. Local CTI Links use a CTI Link Engine. If you wish to use a CTI Link Engine, refer to the PegaCALL configuration and operations guide for the CTI Link Engine for your CTI platform.

Classic: A classic CTI link connects a PRPC server (or cluster) to a PegaCALL CTI link server, as described below.

Working with site IDs PegaCALL uses site IDs to differentiate between ACDs. An ACD, in this context, is a telephony system that generates unique call IDs – i.e. the call IDs from a single ACD are known to be unique within the CTI infrastructure.

If you have a PegaCALL application that uses several ACDs (each being a “site”), you should choose a unique site ID for each ACD and configure site IDs on all CTI links.

If more than one CTI Link connects to the same ACD, those CTI Links should be configured with the same site ID. This allows PegaCALL to properly identify calls and ensure that the right data is matched to a call when it is transferred.

Adding and configuring CTI Link(s) Once a CTI Link is created, a CTI connection will be created from each node within the PRPC cluster to the Server.

Configuring a classic CTI Link Log in to the PRPC Server as PegaCTIDeveloper (or another user whose access group includes the Pega- CTI ruleset). From the Designer Studio menu, select Channel Services > PegaCALL > Administration &

28 PegaCALL Configuration and Operations Guide Version 7.1.3

Configuration, as shown below:

On the PegaCALL Administration & Configuration landing page, select the CTI Links tab. A list of existing CTI links appears, with information about their status.

1. Click Add CTI Link and select "Classic" from the pulldown options to create a new CTI Link. (You can also edit an existing CTI link using the Edit action in the Actions menu for the link.)

2. In the New dialog that appears, provide a name and short description for the CTI link and click Create and Open.

29 Chapter 4: CTI Link configuration on PRPC

3. In the rule form that appears, enter the information for your CTI Link:

In the Link Configuration tab, fill in the following:

Enabled Select if this CTI Link is enabled. PegaCALL will only attempt to connect to the CTI server if the corresponding CTI Link is enabled.

CTI Link Server The URL of the CTI Link Server instance to connect to. For the default CTI Link URL Server instance, this is http:///PegaCall. For other instances, use http:///PegaCall/

CTI Vendor Pick your CTI platform vendor.

Site ID Provide a unique identifier for the ACD that this CTI link will connect to. If more than one link connects to the same ACD, they should all have the same Site ID.

Connection Time in seconds before a CTI Link is considered to be disconnected. The CTI Link Timeout(s) Engine will wait for this duration after a connection interruption, before attempting to connect to a backup CTI server (if one is configured).

Retry Interval(s) Time in seconds between attempts to reconnect to the CTI server. The Retry Interval should be set to a lower value than the Connection Timeout, to allow the CTI Link Engine to attempt to reconnect to a CTI Server before attempting to fail over to the backup CTI Server.

30 PegaCALL Configuration and Operations Guide Version 7.1.3

4. Save the CTI Link configuration.

Testing connectivity Note: Save your CTI Link configuration before testing connectivity.

Use the Test Connectivity button to ensure that the PRPC node is able to connect to the CTI Server (or CTI Link Server, for Classic links) using the configured link parameters. A results screen that appears provides:

The name of the CTI Link tested.

Connectivity status to the ACD.

The PRPC application that will process requests on the local CTI node.

The results of the connectivity test.

Any error messages that were generated. Using telephony within other PRPC applications You may use PegaCALL to provide telephony control in any PRPC application. Besides configuring PegaCALL, as described in prior chapters, you must do the following to be able to use the telephony toolbar and screen pops:

Embed the screen pop control within your custom application. Adding the PegaCALL screen pop control to your custom application If you are using PegaCALL with a custom PRPC application, follow these steps to incorporate the PegaCALL presence agent into your application:

1. Identify the location in your application where the PegaCALL Active-X control should be embedded. Access the HTML for this location.

2. Insert the following text within the HTML:

3. Save the HTML and test your application using your standard procedures.

31 Chapter 5: Customizing and using the stateless soft phone

PegaCALL includes a stateless soft phone option using the Pega-CTI ruleset. The soft phone

allows the CSR to control phone calls and agent state from PegaCALL.

works with all link types (classic, local, and remote).

appears in its own window, freeing up space on the main portal screen

The stateless soft phone works with the Pega-CTI rulesets.

Enabling the soft phone By default, the stateful soft phone appears in the User menu in the CPM CSR portal. Here are the steps for enabling and using the stateless soft phone instead:

32 PegaCALL Configuration and Operations Guide Version 7.1.3

1. Locate the Navigation rule CPMInteractionPortalUserMenu (Applies to class CPM-Portal):

2. Save a copy of the rule into your application ruleset.

3. Modify the copy:

a. Double-click the Phone Tools menu item.

33 Chapter 5: Customizing and using the stateless soft phone

b. In the General tab of the editing dialog that appears, change the When condition under "Visibility" from Never to Always:

c. Click OK to make the Phone Tools menu option available in the user menu.

d. In your copy of CPMInteractionPortalUserMenu , double click the Phone menu item.

e. Change the When condition under "Show" to Never. Then click OK.

f. Save your copy of CPMInteractionPortalUserMenu and close the rule.

Working with the soft phone To use the soft phone, launch the CSR portal. From the User menu select Phone Tools.

The soft phone appears in its own window:

34 PegaCALL Configuration and Operations Guide Version 7.1.3

Agent State: Click the down-arrow beside Agent State to adjust your current state from the menu options:

Note that you must log in before you can use any of the soft phone's capabilities. Select Login and provide the required information:

The Not Ready selection has these options:

35 Chapter 5: Customizing and using the stateless soft phone

In a Meeting

Break

Lunch Break

Button options: The soft phone buttons provide these options:

ANSWER a call

END CALL

Put the current call on HOLD

RETRIEVE a call previously put on hold

Call Handling: Enter a telephone number or extension number in the field below the buttons, then click the down arrow beside Call Handling to access the menu of call options:

Select

Call to initiate a call.

Consult to place a consultation call to a supervisor or other party. The currently-active call will automatically be placed on hold.

36 PegaCALL Configuration and Operations Guide Version 7.1.3

Initiate Transfer to initiate the transfer of the currently-active call to another party or queue. A consultation call will be placed, so you can speak to the other party before you complete transferring the call.

Complete Transfer to complete the transfer.

Blind Transfer to transfer the call without verifying that the receiving CSR is available

Initiate Conference to start a conference call

Complete Transfer to end a conference call

Send DTMF to send dual-tone multifrequency tones to navigate IVR menus using touch tones.

Transferring CPM context with calls (Voice-Data Transfer) If you use CPM and wish to transfer the CPM context (interaction and service processes) along with the call, add a button or link within the interaction and invoke the flow action PegaCA-Work • CPMTrans- ferCallModal

Customizing the stateless soft phone The stateless soft phone may be found in the harness ChannelServices-Device-Phone-UI • State- lessSoftphone . Associated rules are in the same class - ChannelServices-Device-Phone-UI, including sections and navigation rules. You may customize these rules to suit your needs.

Note that the stateless soft phone uses -1 for a call ID.

Using the Stateless Soft Phone in another PRPC application To use the stateless softphone in an application besides CPM, use the harness or sections described above.

By default, the StatelessSoftphone harness includes the section StatelessSoftphone. This does not include the PegaCALL presence agent. If you have not included the presence agent elsewhere in your desktop, you should include it as part of the soft phone harness. You may replace the section State- lessSoftphone with the section StatelessSoftphoneWithScreenPopControl.

37 Chapter 6: PegaCALL Configuration Wizard Chapter 6: PegaCALL Configuration Wizard

The PegaCALL configuration wizard will create the basic configuration for PegaCALL, including

defining custom call classes

configuring event delivery, and the ports used

mapping call properties

creating a custom section to be included in the screen pop

Once those basic settings are configured you can make more advanced configuration changes manually.

The wizard also allows for maintenance of existing configurations by re-running the wizard against the same ruleset. When maintaining an existing configuration, the wizard defaults to the previously selected values in the entry fields.

Prerequisite steps Complete these steps before running the PegaCALL Configuration Wizard:

1. Configure a CTI Link instance.

2. Create or identify an open ruleset and version to be used for CTI configuration changes.

3. Identify an extension and agent login credentials to use for test call evaluation. If you opt to perform this step, you need the details required to log in and accept a call.

Using the wizard You can use the PegaCALL Configuration Wizard to create a new configuration or to modify an existing configuration. When you are updating an existing configuration, the wizard detects and updates existing settings in the specified ruleset.

To use the wizard:

1. Log in to the PRPC Designer Studio as a user with access to PegaCALL rulesets.

2. From the Designer Studio menu, navigate to Channel Services > PegaCALL > Administration and Configuration.

3. On the PegaCALL Administration and Configuration landing page, navigate to the Con- figuration Wizard tab.

4. Review the instructions and launch the configuration wizard.

38 PegaCALL Configuration and Operations Guide Version 7.1.3

Navigate through the wizard screens by using the Back and Next buttons at the bottom of the screen. Select Cancel at any time to exit the wizard without saving your changes,

At certain points, the wizard displays the PRPC ‘Edit Rule’ icon next to a rule name or data field. Select- ing the ‘Edit Rule’ icon opens a rule form that must be edited and saved outside of the wizard process. Once the rule is saved, you can use PRPC navigation features to return to the wizard.

Specify ruleset, version and CTI Link

Select from the list of available rulesets the ruleset and version in which CTI configuration rules will be saved. The version must be unlocked and available in the user’s access group.

Specify a CTI Link definition to be used during the wizard process. Select an existing definition by press- ing the down arrow and using SmartPrompt.

The specified CTI Link will be used for call testing in later wizard steps.

Edit the access group The wizard checks the access groups used for screen pop creation CTI event handling. The access group display varies depending on whether the CTI Link you specified is remote, local, or classic.

The ruleset you specified in Step 1 must be included in those access groups for PegaCALL features to work properly. If the wizard detects that the ruleset is not part of the correct access groups, it will not let you continue until the rulesets have been added. If the ruleset versions are available in the selected access groups, this step displays a message that "no additional changes are needed". Click the Next button to continue.

39 Chapter 6: PegaCALL Configuration Wizard

Note: if you update an access group on this screen, after saving the access group click the Back button in the wizard to return to the previous screen, and then click the Next button to return to this screen. This allows the wizard to refresh its view of the access groups.

Verify CTI Link Details Review the details of the CTI Link definition. If anything is incorrect, click Back to return to the previous screen to select or create a different CTI Link definition.

Click the Test Connectivity button to validate that the CTI link is functioning properly. A connectivity report appears in a pop-up window. If the status is SUCCESS, all is well with the specified CTI Link definition.

Configure event delivery

Complete the fields to configure desktop delivery. Further configuration details are available in the following chapter, Enabling desktop event delivery.

Event Listener Control -- Required. Select the type of plugin you wish to use to receive events at the desktop. You may choose to use an applet or an ActiveX control (which works only with Internet Explorer). You may also choose Automatic Selection. In this case, an ActiveX control will be used on Internet Explorer browsers and an applet will be used on other browsers.

Event Delivery Protocol -- Required. Select UDP or TCP as the network protocol used to send events to the desktop. UDP works only if the event listener chosen is the ActiveX control.

Event Listener Port -- Optionally specify the network port used to listen for events on the desktop.

To configure more-advanced options, click Open Default Rule.

40 PegaCALL Configuration and Operations Guide Version 7.1.3

Select a call class

Select a call class to be used for site specific CTI customizations.

Note: If you are using PegaCALL with CPM, you must select PegaCA-CTI-Call.

If you choose to use a custom call class, your class must inherit from ChannelServices-Interaction-Call (PegaCA-CTI-Call if you use CPM).

Most customers will not need a custom call class and should select one of the existing classes. Using a custom call class may be useful in implementations where system architects choose to extend existing PegaCALL classes rather than customize the rules in pre-existing classes. This allows architects additional flexibility to change call handling and behaviors or specify different class inheritance for example.

Once the call class has been selected, the wizard can generate a test call that the to detect and map call- data elements to PegaCALL properties. Check the “Monitor a Test Agent for Inbound Call” checkbox to let PegaCALL attempt call inspection.

Select Next when ready.

If you did not select the option to have PegaCALL inspect a test call, screens for the following two steps do not appear.

Enter extension details

When you first come to this screen, the PegaCALL presence agent (an applet or a ScreenPop ActiveX control) is instantiated. Accept the security warning that appears to allow it to be installed.

On this screen, provide the information required to log in an agent:

41 Chapter 6: PegaCALL Configuration Wizard

Place a test call

The system attempts to connect to the telephony environment using the agent and extension information provided, If successful, the screen shown below appears.

Note: In environments where end users are on a virtual host (such as Citrix) additional configuration may be needed to ensure screen pop will work successfully. This is detailed in the section titled “Event Delivery /Network ”

At this point, the system is waiting for a test call. Using a different device than the one specified in the previous step, place a test call to the extension. The call should match the calls in your production

42 PegaCALL Configuration and Operations Guide Version 7.1.3 environment as closely as possible in order to make sure the same types of call data will be attached as will be attached on a real call.

When the screen pop appears, select Next for PegaCALL to complete the call inspection process.

Map call properties This step displays call properties that PegaCALL maps automatically from properties detected on the test call’s payload of attached data (if any).

Select additional properties This step displays additional CTI data detected on the test call. The properties listed depend on the data attached to the test call by your telephony and CTI environment.

43 Chapter 6: PegaCALL Configuration Wizard

Select additional properties to appear on the call page, and map them to call page properties. If you specify new properties, the wizard adds them to the ruleset version you specified.

44 PegaCALL Configuration and Operations Guide Version 7.1.3

Select properties for screen pop

For each property on the list, select the checkbox if PegaCALL should map the call data value to the screen pop when a call is received. Leave the box unchecked to leave it off of the screen pop.

You can modify the property labels to improve usability.

Properties you do not select are available on the clipboard, but do not appear on the screen pop.

Review and save Review the configuration settings the wizard has recorded. Return to any step in the wizard to modify your choices.

When the configuration is as you want it, click FINISH to generate the rules. The process may take several minutes; the wizard then displays a list of what was generated.

45 Chapter 6: PegaCALL Configuration Wizard

You can further customize many settings:

Modify newly created properties

Modify PegaCALL data transforms

Modify the custom screen pop section

Click the icon beside an entry to access its rule.

Note: The presence agent's settings are loaded into a data page, Declare_ScreenPopControlSettings, that is refreshed every 24 hours. You may need to force-reload the page using the PRPC System Man- agement Application if you wish to see the new settings sooner.

46 PegaCALL Configuration and Operations Guide Version 7.1.3 Chapter 7: Enabling desktop event delivery

Understanding desktop event delivery PegaCALL receives and processes a variety of telephony events. Most of these events trigger changes on the CSR’s desktop – for example, changes in the state of a call on the CSR’s phone trigger changes in the telephony toolbar displayed on the CSR’s desktop. This chapter describes various options for delivering events to the CSR desktop.

The PegaCALL Presence Agent PegaCALL uses a component that is loaded into the CSR's browser to listen for events from the PRPC server. The component, called the Presence Agent, may be an applet or an ActiveX control. It binds to a network port on the CSR’s desktop and receives events from the PRPC server. The events can then trigger changes on the desktop, including UI changes. Note that the presence agent does not provide UI elements for telephony control; its role is limited to receiving asynchronous events and passing them on to other elements on the CSR desktop.

Depending on the configuration of CSR desktops, you may choose to use the applet or the ActiveX control for event delivery. As ActiveX controls are supported only on Internet Explorer, you will need to choose the applet if any of your CSRs are expected to use other web browsers to access PegaCALL functionality.

You must ensure that desktop firewalls and browser settings are configured to allow the component (applet or ActiveX control) to run in the CSR’s browser and listen for network events. If you use the applet, you must ensure that the Java Runtime Environment (JRE) is installed on each CSR desktop.

To configure your choice of PegaCALL desktop component, you may run the PegaCALL configuration wizard, or change the settings directly as described later in this chapter.

Network protocol and desktop port for event delivery PegaCALL may be configured to use either TCP or UDP as a network protocol for event delivery from PRPC to CSR desktops. If you have a reliable network between your PRPC server(s) and CSR desktops, you may use UDP for event delivery. UDP is supported only with the ActiveX desktop control, so you will need to choose the ActiveX control in order to use UDP. For most environments, TCP is the recom- mended network protocol.

You may configure the network port(s) on the CSR desktop that will be used for event delivery. The PegaCALL desktop control will open the port and listen for messages using the configured network protocol. If a single port may not always be available (for example, in virtual desktop environments where many CSRs may share a single IP address), you may configure a range of ports that PegaCALL may use.

To configure your choice of network protocol and desktop port(s), you may run the PegaCALL configuration wizard, or change the settings directly as described later in this chapter.

47 Chapter 7: Enabling desktop event delivery

You must configure your network and firewalls to ensure that PRPC can communicate with the CSR desktop using the chosen network protocol.

If you choose UDP, the PRPC server(s) must be able to send UDP messages to the chosen port (s) on each CSR desktop.

If you choose TCP, the PRPC server(s) must be able to open a TCP socket to the chosen port(s) on each CSR desktop.

The PRPC server will initiate a connection for each event that must be delivered to a CSR desktop and close the connection once the event has been delivered.

Desktops with multiple IP addresses (IP-address matching) In environments where desktops may have more than one IP address (e.g. multiple network adapters), you may configure a wild card for the IP address. The presence-agent will only bind to IP addresses that match the wild card. For example, if you configure a wild card 10.*.*.* for the presence-agent IP address and a desktop has network adapters with IP addresses 198.168.1.5 and 10.15.1.5, the presence agent will bind to the IP address 10.15.1.5 on that desktop.

Configuring desktop event delivery PegaCALL uses PresenceAgent rules to configure desktop event delivery. To configure desktop event delivery, configure one or more of these rules.

From the App Explorer in Designer Studio, navigate to ChannelServices-Admin-PresenceAgent and review the available instances:

A default rule (named "Default") is provided. You can edit the rule to suit your needs:

48 PegaCALL Configuration and Operations Guide Version 7.1.3

Provide appropriate values in these fields.

Field Description Presence Agent Select the type of presence agent to listen for events on the desktop:

Automatic selection -- This option loads the ActiveX control on Internet Explorer and the applet on other web browsers.

Applet -- This option loads an applet which runs as a Java plugin in the browser.

ActiveX -- This option loads the ActiveX control on the browser. This option is limited to Inter- net Explorer. Network Protocol Select the network protocol that will be used to send events to the desktop.

49 Chapter 7: Enabling desktop event delivery

Field Description If you use ActiveX as the presence agent, choose either TCP or UDP.

If you use Automatic Selection or Applet for the presence agent, the protocol is set to TCP. Wildcard for ip- Enter a wild card for the desktop IP address that the presence agent should bind to. For example, to bind address matching to any ip-address beginning in 10., you should enter 10.*.*.*. You may specify more than one wild card, separating them with commas. For example, to allow ip addresses beginning in 10. or 192.168., you should enter 10.*.*.*, 192.168.*.*. To allow any ip address, you should set the wild card to *.*.*.*. Enable Port Scanning Select this checkbox if you need to allow a range of network ports on each desktop ip address. Port scanning should only be required in virtual desktop environments. Configure the range of ports that the presence agent may use in the Port Scan From and Port Scan To fields. Network Port Enter a network port that the presence agent should bind to on the desktop. If you use port scanning, you will need to configure a range of ports as described above. Desktop Logging To troubleshoot problems with event delivery, configure the presence agent to write a log. If you enable logging, the Log Level pulldown menu also allows you to specify if message contents should be logged for each message. If you use the applet, you may also configure the Applet Log Location pulldown to direct logging to a file, the Java console, or both. The log file is located in the desktop’s TEMP folder. The ActiveX control creates a file named Screenpop.log. The applet creates a file named pega_screenPopApplet.log. Advanced Para- You may configure these parameters if required to modify how events are sent over TCP. These parameters meters do not apply if you use UDP.

Connection Timeout - The value in milliseconds that the server will wait while trying to establish a socket connection to the client desktop presence agent. If the server cannot establish a connection within this time period it will timeout. Valid values are positive integers. A value of “0” will disable the timeout feature.

Connection Retries - The number of times the server will try to establish a connection to the client desktop presence agent after a failure has occurred. Valid values are positive integers.

Send Timeout - The value in milliseconds that the server will wait while sending a message to the client desktop presence agent. If the server cannot successfully send the message within this time period then it cancels the send with a failure status. Valid values are positive integers. A value of “0” will disable the timeout feature.

Send Retries - The number of times the server will try to send a message to the client desktop presence agent after a message send failure has occurred. Valid values are positive integers.

Varying presence agent configuration You may configure more than one presence agent rule if you need to vary the configuration for different sets of users. You may copy the Default presence agent rule and modify it, or create new instances of ChannelServices-Admin-PresenceAgent as needed. Then override the decision tree ChannelServices-

50 PegaCALL Configuration and Operations Guide Version 7.1.3

Admin-PresenceAgent • pySelectpresenceAgent and modify it to include your logic for selecting which PresenceAgent rule applies to each user.

A user’s configuration is loaded into a requestor-scope data page D_ScreenPopControlSettings when his or her desktop loads the presence agent.

51 Chapter 8: Configuring call treatment and screen pops Chapter 8: Configuring call treatment and screen pops

This chapter describes options related to the processing triggered when a phone call arrives at the CSR's phone. You can specify:

that the CSR sees a popup window ("screen pop") with information about the call and caller, or that CPM interaction processing starts automatically.

what happens if the CSR does not respond to a screen pop.

that PegaCALL answers the call on behalf of the user.

These options are configured in Call Treatment rules. You may circumstance these rules to process different call types (e.g. consultation and transferred calls vs. incoming customer calls).

Call Treatment rules Call Treatment rules let you configure actions triggered on a CSR's desktop when a phone call arrives.

52 PegaCALL Configuration and Operations Guide Version 7.1.3

Configuring screen pops To configure PegaCALL to trigger a “screen pop” on the CSR’s desktop, select the radio button Display in a pop up window (as in the image above). Configure parameters for the popup window, including size and position, in the "Pop Up Details" section.

Note that some of these parameters will depend on your browser and security settings.

Inline pop-ups: You may configure the screen pop to use an inline pop-up rather than a separate browser window. To configure this behavior, check the Use inline pop up, if possible checkbox.

This functionality is not supported when using the CPM CSR portal or when using the PegaCALL without CPM. It is only supported when PegaCALL is used with the CPM interaction portal.

Timeout Disposition: You may configure a timeout interval and behavior in the call treatment rule. If the CSR does not respond to the screen pop (does not click the Accept or Decline buttons in the popup window) within the timeout interval, the timeout behavior launches. The options for timeout behavior are:

53 Chapter 8: Configuring call treatment and screen pops

Take no action – No action triggered by the timeout. Popup window remains open.

Close the window – Closes the popup window. No further processing is triggered for the call. This option does not apply to inline pop-ups.

Set focus to the popup window – Depending on your browser and operating system, this may bring the popup window to the foreground. This option does not apply to inline pop-ups.

Start the interaction – Starts CPM interaction processing for the call.

Screen Pop User Interface: The popup window displays the section OFFERING (applies to your call class – e.g. ChannelServices-Interaction-Call or PegaCA-CTI-Call). To configure the UI elements and information displayed in the popup window, modify the section or its component rules in your application ruleset. You may circumstance the section based on call type, or include elements conditionally if you need different information displayed for different types of call; the sample sections in ChannelServices- Interaction-Call use circumstancing and the sample section included in CPM (PegaCA-CTI-Call) uses con- ditional includes. If you use the CPM interaction portal, you should customize the included section CPMToasterContent.

Starting interaction processing automatically ("auto-accept") If you use PegaCALL with CPM, you can configure the call treatment rule to initiate CPM interaction processing for the call automatically. No screen pop window displays in this case.

Select the radio button Automatically start an interaction to configure this behavior:

Refer to the CPM implementation guide for additional details, including information about setting timeout options and behavior.

54 PegaCALL Configuration and Operations Guide Version 7.1.3

No call processing For some calls (for instance,internal calls), it may be desirable not to trigger any desktop processing (popup window or interaction start). To configure this behavior, circumstance a call treatment rule and select the radio button Take No Action.

Answering calls You can configure the call treatment rule to answer some or all calls on the CSR's behalf. To answer all calls that a call treatment rule applies to, choose the Always when condition in the Auto Answer section of the call treatment rule. To answer no calls, select the Never when condition:

To answer a subset of calls, define or use another When rule.

To configure PegaCALL to wait until interaction processing starts before answering the call, check the checkbox but wait until the interaction is started. You can use this option with screen pops (i.e. answer the call when the CSR clicks the Accept button) and with auto-accept.

Notes:

If your telephone equipment is configured to automatically answer calls, you should not configure PegaCALL to answer calls.

You should not configure PegaCALL to answer consultation and transferred calls automatically. This may cause problems for blind-transferred calls.

Modifying Call Treatment rules

55 Chapter 8: Configuring call treatment and screen pops

You may review and modify Call Treatment rules from the PegaCALL administration landing page. From the Designer Studio menu, navigate to Channel Services > PegaCALL > Administration & Con- figuration. Select the Call Treatment tab to display a list of call treatment rules, along with the specific circumstance, class and ruleset version they apply to. The landing page displays only call treatment rules applicable to offering events. As a rule, you should only modify these.

PegaCALL includes several call treatment rules you can use as starting points. The rules are named for the CTI events that trigger processing. Modify only the OFFERING call treatment rules.

To review or modify configuration details associated with a particular call treatment, click the Details button for the rule. To modify the rule, copy it to your application ruleset and then modify it to suit your needs. Make sure that the service package that processes CTI events (CTI for classic CTI links) has access to your ruleset.

You may circumstance the OFFERING rule to vary call treatment based on a property (e.g. pyCallType). A circumstanced rule is included for consultation and transferred calls (pyCallType=CONSULT).

Call types PegaCALL provides a call type that may be used to circumstance call treatment rules. The pyCallType property on the call page specifies call types, which may include:

INBOUND – Inbound calls including customer calls that are routed through an ACD queue.

CONSULT – Consultation and transferred calls.

OUTBOUND – Calls placed from the contact center or the CSR's phone to an external phone number.

INTERNAL – Calls that are internal to the call center, such as calls from one CSR to another.

The call type values depend on the CTI platform and link type – your platform may not detect all of the above call types. You may modify PegaCALL's call type detection or add additional call types by modifying the decision tree ChannelServices-Event-CTILink • SelectCallType in your application ruleset. Ensure that the service package used to process CTI events has access to your application ruleset.

Retrieving additional data When a call arrives, PegaCALL receives CTI data that may have been gathered in the telephony system. If you need to retrieve data from additional sources before a screen pop displays or call processing starts, override the activity pyPrefetch in your call class (e.g. ChannelServices-Interaction-Call or PegaCA-CTI-Call). PegaCALL executes pyPrefetch when a call arrives.

You may add properties to the call class or create a separate object to hold the additional data. Note that the activity is executed from a service package (not the operator), so you should ensure that your application ruleset is accessible to the service package that processes CTI events.

56 Chapter 9: Administering PegaCALL

PegaCALL provides several utilities to help you administer CTI Links and, that are useful in development and troubleshooting. The utilities include a soft phone that may be used to test PegaCALL and utilities to administer and edit CTI Links and log out users.

Accessing the PegaCALL landing page The utilities are part of a "landing page" that provides quick access to CTI Link tools.

To use the landing page, you must have the Pega-CTI ruleset in your access group.

To open the landing page, click the Designer Studio menu, and then select Channel Services > PegaCALL >Administration & Configuration.

Administration & Configuration pages When you select Administration & Configuration, you have access to these pages:

CTI Links

Configuration Wizard

Call Treatment

Application Gateways

Version Information

They are described in the following sections:

CTI Links

The CTI Links tab lists all available CTI Links, and gives information about their nature and current status.

Click Refresh to refresh the display. Click Add CTI Link to add a CTI link.

57 PegaCALL Configuration and Operations Guide Version 7.1.3

In the table, information appears for each available link:

Name: The name of the CTI link.

Description: A short description of the link.

Link Type: The options are Local, Remote, or Classic.

Status: The current status of the CTI link. The following icons can appear here:

Connected: The CTI link is connected to the CTI environment and is able to provide CTI services.

Stopped or Disconnected: The CTI link has been stopped or is unable to connect to the CTI environment. CTI services are not available through this link.

Connecting or Reconnecting: The CTI link is attempting to connect or reconnect to the CTI server. If the CTI link was configured to failover, it may be attempting to reconnect to the secondary CTI server if it is unable to connect to the primary CTI server.

Unreachable: The CTI link is unable to connect to the PRPC node(s), or to the CTI link server that provides CTI services. For local CTI links with failover configured, one of the configured CTI end points is not connected (even if it is reachable) and will show this status.

Partial: This status can appear for remote CTI links with failover configured. One of the links that provides CTI services to the remote CTI link is connected and is providing CTI services. The other peer link is unreachable or disconnected, and is thus not providing CTI services.

Disabled: The CTI link is not enabled and is not providing CTI services on this server. The CTI link may not be enabled, or it may be configured to run on specific nodes not including this node.

AutoStart: This column is applicable to local CTI link engines only. A checkmark in this column indicates that the CTI Link is set to auto-start on system startup. The CTI agent will periodically attempt to start any link that has this setting enabled and is currently stopped.

Click the icon in the first column to see additional details about the endpoints providing service to the CTI link.

For local CTI links you can see the endpoints (CTI servers) configured in Primary and Fail- over roles, and see the status of the connection. Only one endpoint can be connected at a time (the other is marked as unreachable even if there is a network connection to it). Current role is not applicable to local CTI links:

58 Chapter 9: Administering PegaCALL

For remote CTI links, Endpoint refers to the local CTI link and the PRPC node providing CTI service. If the link has failover enabled, the endpoints configured in Primary and Failover roles are displayed. The Status column shows the status of each endpoint. The Current Role lists the role (Active, Warm-Standby, or Hot-Standby) of the endpoint, if it is connected. If the endpoint is not connected, no current role appears:

The Actions menu provides actions for each CTI link. The available actions depend on the type of the link:

Edit - Displays the configuration page for the CTI link so you can edit its configuration.

Start - Starts the CTI link. The CTI link attempts to connect to the configured endpoint(s) to provide CTI services. This action relates to local CTI links only, and is not available for remote CTI links.

Stop - Stops the CTI link. The CTI link disconnects from its endpoint(s) and stops providing CTI services. This action relates to local CTI links only, and is not available for remote CTI links. Note that if a CTI link is configured to auto-start, the CTI agent will periodically attempt to start any link that is stopped. To prevent this, disable AutoStart or disable the CTI link.

You can drill down into an endpoint listing to see the CTI sessions currently in progress. As a rule, each CTI link endpoint has one CTI session. For each CTI session, you can see a number of devices that PegaCALL is monitoring.

You can drill down further to see information about the devices being monitored. For each device, an array of information appears if it is available:

59 PegaCALL Configuration and Operations Guide Version 7.1.3

The information available includes:

Device Id - The device (PBX extension) the CTI link is monitoring.

Agent Id - The ACD agent logged into the device.

Operator Id - The Operator ID of the PRPC user associated with the device. This user receives CTI events for the device.

Workstation Id - The desktop IP address, protocol (TCP or UDP), and port using which the user receives CTI events.

Application Node - The PRPC node that the user is logged into. This displays only for local CTI links used in a distributed deployment. In a distributed deployment, the local CTI node sends CTI events to the application node and then to the user's workstation.

Logout Agent - Click to log the ACD agent out of the ACD. This action is only available for local CTI links.

Close Device - Click to stop monitoring the device. The user no longer receives CTI events. This action is only available for local CTI links.

Note: Each CTI Link typically has a single CTI session on a PRPC node.

Click the header of the Name column to sort the links in alphabetical or reverse-alphabetical order.

Logging out ACD agents

Logging out a user logs the corresponding agent out from the ACD. That agent will stop receiving phone calls from ACD queues. Stopping device monitoring stops the flow of CTI events from the ACD to PegaCALL for that device. If a user is using the device with PegaCALL, he or she will stop receiving screen pops and will be unable to use telephony controls and utilities. You should use these utilities only if you are unable to log the agent out of the ACD through other means (e.g. through the agent’s telephone).

Go to the Administer CTI Links utility as described earlier in this chapter. From the list of CTI Links, select the CTI Link for the ACD that the agent or device is connected to. Double-click the CTI session displayed in the lower part of the window. If there is more than one CTI session, you will need to select the one that the device or agent is connected to. A list of devices and associated agents is displayed. The list also shows the PRPC operator and workstation id (ip address and port) of the PRPC user who is logged into the device.

To log an agent out of the ACD and stop receiving events from the associated device, use the Logout Agent button. To stop monitoring the device so PegaCALL stops receiving events from the ACD for that device, use the Close Device button.

60 Chapter 9: Administering PegaCALL

Configuration Wizard

This tab provides a link to the configuration wizard.

Call Treatment

This tab displays a list of call treatment rules configured on your system. For each rule, the tab displays the rule's description, circumstance, configured behavior, class, and ruleset version. Click the Details button to review details or edit the rule.

Application Gateways

This tab provides administration of Cisco application gateways.

Version Information

The Version Information gadget provides detailed information on the PegaCALL CTI Link engine and third-party CTI Java archives that are loaded into the system. This information may be useful if you experience problems while installing and configuring the system to connect to your CTI environment.

The PegaCALL engine must be accessible and the channel services codeset must be set appropriately for CTI engines to function normally.

If third-party jar files for Avaya JTAPI or the Genesys voice platform SDK have been imported, they should be listed as accessible.

The gadget lists version information if it is available.

Note: it is normal for the Genesys version to be listed as "N/A", as in the image below:

61 Chapter 10: Running the CTI Link Server and Related Components

Chapter 10: Running the CTI Link Server and Related Components

This chapter provides information about running the PegaCALL CTI Link Server and the PegaCALL ICR Link server.

The CTI Link Server runs as a Windows service and can be set up to start manually or automatically when the server is booted. The major benefit of a Windows service when it is auto-started is that it can run while no one is logged into the Windows server.

To start the CTI Link server from the Control Panel, open Administrative Tools and then open Services. Select Pegasystems CTILink Service and click the Start button. The service status should change to Started. If you prefer that the CTI Link server start automatically, use the Properties dialog box (from the Action menu).

To start the CTI Link server from a command window, type:

net start ctilink

Running the ICR Link Server The ICR Link server is only used in the Cisco environment when enhanced routing (using Cisco App Gateway) is used. It is not required for screen pop and call control functions. The ICR Link server can be run in two modes - as a console application or as a Windows service .

Console Application A console application can only be run when a user is logged into the Windows server. When PegaICR.exe is executed, it opens a DOS application window and the output is directed into that window as well as the log file. This mode is preferable for development systems, but is not necessary.

Starting in Console Application Mode

To run as a console application, either create a shortcut to the PegaICR.exe or run a DOS window and change into the directory where the PegaICR.exe is located. In either case, the executable is launched using the following:

…/PegaCallICR/…/PegaICR.exe –console

- 62 - Chapter 7

Note: If the first parameter of the executable is not set to –console the application will not start properly. In addition, PegaICR.exe will not launch properly if the executable is simply double-clicked in the file folder.

Service Application A service application runs as a Windows service. It can be setup to start manually or automatically when the server is booted. The major benefit to a service application is the fact that it can auto start when the system is booted and can run while no one is logged into the Windows server.

Starting in Service Application Mode

To start the application as a service, open the Services program in the Windows Con- trol Panel. Select the service you wish to start and click the start button. The service status should change to Started.

- 63 - Chapter 11: Using telephony rules

This chapter provides an overview of the rules provided by PegaCALL and how to use them in your application. The chapter includes information you need while customizing or troubleshooting PegaCALL.

Note: Avoid overriding PegaCALL activities and JavaScript. Overriding activities and JavaScript makes it harder to upgrade PegaCALL and benefit from fixes and enhancements in future versions of the product. Where possible, use a data transform or extension point provided instead.

Rulesets and class hierarchy Many PegaCALL rules are included in the ruleset Pega-CTI. Rules common to various channel services, such as CTI and chat, are in the ruleset Pega-ChannelServices.

PegaCALL and other channel services use the class ChannelServices- as a base class for their class hierarchy.

Note: The CTI- class hierarchy is deprecated and should not be used.

CTI requests PegaCALL provides an API of activities in the class ChannelServices-Device-Phone which you may invoke from other PRPC rules. Additional detail is included later in this chapter. Lower level request processing occurs in ChannelServices-Request-CTILink.

CTI events PegaCALL rules receive and process various CTI events from the CTI Link. Event processing is handled in ChannelServices-Event-CTILink and its subclasses. These rules are invoked from Java services (for local CTI links) or SOAP services (for remote and classic CTI links). Additional detail is included later in this chapter.

Desktop events and Presence Agent ("ScreenPop Control") Various rules related to desktop event delivery are in the class ChannelServices-ScreenPop.

Administration Landing pages to administer PegaCALL are in ChannelServices-Landing-PegaCTI. Rules for administering CTI Links are in ChannelServices-Admin-CTILink and in subclasses specific to each link type. The PegaCALL configuration wizard is in ChannelServices-Wizard-CTI-.

Call class Calls are represented by the class ChannelServices-Interaction-Call. CPM uses the call class PegaCA-CTI-Call which inherits from ChannelServices-Interaction-Call. Additional details are included later in this chapter.

64 PegaCALL Configuration and Operations Guide Version 7.1.3

Setting access to PegaCALL rules and custom rulesets For users who use the CTI capabilities, PegaCALL provides an Application rule called PegaCTI and an access group PegaCTIDeveloper. You may customize these access groups or create similar ones for your users. You must ensure that your access group provides access to custom rulesets required for your screenpops and any other rules you customize.

If you use PegaCALL with CPM, note that the default application and access groups provided with CPM include PegaCALL capabilities.

Customizing the call class and associated call data PegaCALL provides a call class ChannelServices-Interaction-Call in the Pega-CTI ruleset. Call objects are typically created when a call arrives at a CSR desktop. CTI call data, for example data entered by the caller in the IVR, is stored in properties in the call class. You may extend the call class or add properties to it to suit your needs.

The data transform pyOffering maps CTI data that PegaCALL receives with the Offering event (when a call is ringing at the CSR’s phone) to properties in the Call class. You should customize the data transform and the properties in the call class to suit your needs.

Call variables received from Cisco ICM are stored in the value list pyCallVariables in the class Chan- nelServices-Interaction-Call.

ECC variables received from Cisco ICM are stored in the value group pyUserData in the class Chan- nelServices-Interaction-Call.

PegaCALL provides When records that determine when call objects are saved or updated in the database. These are defined on the call class ChannelServices-Interaction-Call:

pyOverwriteExisting - If set to true, PegaCALL will overwrite a pre-existing call object if one is found. Any data in the older call object will be lost. If set to false, PegaCALL will update the call page with the data received from the CTI platform based on the data transform pyOffering. Properties that are not updated will be retained from the older call object; this can be useful if another system or process (e.g. pre-fetch) creates call objects before PegaCALL receives an incoming call (OFFERING event).

pyCheckExisting - If set to true, PegaCALL will check for a pre-existing call object with the same ID. If you are certain that a prior call object would not exist (i.e.call IDs will not repeat before call objects are purged), you may set this to false. This can optimize database access as part of screen pop handling. However, note that screen pops and related processing may fail if this is set to false and a prior call object exists.

pySaveInteraction - This rule determines if a call object is saved as part of PegaCALL event processing. You should set this to true for OFFERING to ensure that call pages on the user's

65 Chapter 11: Using telephony rules

clipboard have CTI data when a call arrives at a CSR’s phone. This also ensures that any data gathered using the pyPrefetch activity is available to the user.

Telephony functions: invoking CTI capabilities from your application PegaCALL provides an API of activities you can use to invoke telephony capabilities such as call control and agent state management. For example, you may call an activity to answer a phone call or make a CSR (agent) available to receive phone calls from customers.

These activities are used by the telephony toolbars. You may also invoke the activities from within your application and business processes. The activities are in class ChannelServices-Device-Phone. Descrip- tions of these activities appear later in this chapter.

In most cases, call and agent state changes generate events from the CTI platform to PegaCALL. Event processing is covered later in this chapter.

Attaching call data on telephony functions You may associate data with a call when invoking call control requests that place, transfer, or conference calls. PegaCALL provides data transform rule(s) in class ChannelServices-Request-CallOptions- Classic for this purpose. Copy the relevant data transform to your application ruleset and modify it to set the data you need to associate with the call.

To set Cisco call variables, use the value-list pyCallVariables (with subscripts 1 through 10). To set Cisco extended call context (ECC) variables, use the value group pyNamedVariables with the ECC variable name as the subscript.

If you use need to transfer the CPM interaction context with a call (i.e. if you use the voice-data transfer feature), you must ensure that the data transforms PegaCallData is invoked from the TransferInitiate data transform in class ChannelServices-Request-CallOptions-Classic.

Activities for telephony control The following activities are included in the class ChannelServices-Device-Phonee and may be used to control telephony functions initiated by the user or workflow. These activities accept various input parameters. The parameters can usually be found on the PegaCALL clipboard pages described earlier in this chapter.

The most common parameters are the following

DN – refers to the Directory Number (DN) of a specified telecom device, typically the extension number for a phone.

66 PegaCALL Configuration and Operations Guide Version 7.1.3

Party – refers to the Directory Number (DN) of a party on a multi-party call on which the selected action will be performed.

CallId – refers to the CTI identifier for a specific call on which the specified action will be performed. This parameter should be used with local and remote CTI links. If a call ID is not specified (e.g. for stateless soft phone), CTI Link will attempt to locate the appropriate call on the CSR's extension.

Line – refers to the telephone line and call on which the specified action will be performed. This should be used only with classic CTI links. If a line number is not specified (e.g. for stateless soft phone), CTI Link server will attempt to locate the appropriate call on the CSR's extension.

XMLParms – Optional parameters, including call data parameters which may be used with some requests. In most cases you should use the data transform rules described earlier, rather than using this parameter.

The activities are:

Activity Description

AnswerCall Answers the specified call on the CSR's extension.

BlindTransfer Initiates a blind-transfer for a call, which is one that is transferred without a consultation call. The call is transferred without the CSR first talking with the transferee.

CloseDevice Stops monitoring the specified extension without logging the agent out. The CSR is no longer be able to use PegaCALL functionality or receive screen pops.

ConferenceComplete Completes a conference call. When this activity ends, all three parties are together on one conference call. This activity assumes Con- ferenceInitiate was called successfully prior to executing.

ConferenceInitiate Initiates a conference call. This activity completes the first step of the conference by placing the active call on hold and making a consultation call to the number given.

ConsultationInitiate Automatically places the active call on hold and initiates a consultation call to the provided number or extension. This may be useful when an agent needs to consult with another party but is unsure as to whether they will need to later transfer or conference the call. Users have the option of transferring or conferencing the consultation call and a held call.

DisplayLoginScreen Displays the login screen popup UI. This is necessary to allow the agent to login to an extension and/or queue.

67 Chapter 11: Using telephony rules

DropParty Drops the selected party from a conference.

HangUpCall Hangs up (disconnects) the specified call or line.

HoldCall Places the specified call on hold.

Login Logs a CSR into the ACD so that the CSR is able to use CTI to get screen pops and perform desktop telephony functions. The activity:

1. Associates the PRPC operator with an ACD agent and extension

2. Sends a login request to the CTI server.

The operator can then receive screen pops and other call and agent state change events at his or her workstation.

Logout Logs out a CSR so the CSR is no longer able to perform CTI functions. This eliminates unnecessary system overhead and frees the extension the operator was using so that another operator can log in using that extension.

MakeCall Initiates a call to the specified destination.

NotReady sets a CSR to a not-ready state, which indicates that the CSR is not available to receive calls. Following the execution of this command, the PBX/ACD will not send inbound calls to the CSR until the Ready command is executed.

This activity can be configured and integrated into a CSR's flow, making it possible for the CSR to wrap up the flow without receiving a new call, or to take a break.

Ready Sets the agent to a ready state, which indicates that the agent is available to receive calls.

Reset Resets an agent's device information. This activity is used if the PegaCALL data is not synchronized with the status of the phone. This activity can correct problems from limitations of certain PBX/ACD mid- dleware layers. This function is not needed in the majority of PegaCALL implementations.

If the user has difficulty executing telephony commands from the workstation because of problems with synchronization, this function can be used after clearing all calls from the phone. This causes PegaCALL to also clear all calls in memory on that phone, so that the software and the hardware are synchronized again.

68 PegaCALL Configuration and Operations Guide Version 7.1.3

RetrieveCall Retrieves a call previously placed on hold.

SendDTMF Sends dual-tone multi-frequency (DTMF) tones for the specified digits.

WarmTransferComplete Completes the supervised transfer of a call. Following the execution of this activity, the CSR who initially received the call will drop off the line and the original caller will be connected with the transferee.

WarmTransferInitiate Initiates a consultation call and places the active call on hold. This is for a supervised transfer, otherwise known as a "warm transfer", which allows a CSR to talk with the transferee before transferring the caller. This activity completes the first step of the transfer by placing the active call on hold and making a consultation call to the number given.

Event Description

Logout An ACD agent logged out of the ACD.

Ready The agent's ACD state changed to Ready, indicating that he or she is available to receive customer calls.

Not The agent's ACD state changed to Not Ready, indicating that he or she is not available to Ready receive customer calls.

Device This event is used to synchronize PegaCALL's state with the CTI platform for an exten- Snapshot sion. It typically occurs after a CSR logs into PegaCALL or when PegaCALL reconnects to the CTI platform after a disruption.

69 Appendix: Developer and debugging tools

Desktop logging To troubleshoot problems with desktop event delivery, you may turn on logging at the desktop. To do this, configure the Log Level in the presence agent rule applicable to the user(s). See the chapter Enabling desktop event delivery for details.

CTI Link Server Logging To configure logging on the CTI Link Server, please refer to the chapter on configuring the CTI Link Server.

70 Appendix: Contacting Pegasystems

This appendix describes how to contact Pegasystems for the following:

Customer support

Education services

Documentation feedback

Office locations

For more information about our company and products, visit our Web site at www.pega.com.

Customer support Pegasystems Global Services has a dedicated team of support engineers and product specialists ready to respond with support and consulting services. Pegasystems offers a choice of customer support programs to meet your business requirements.

Global Services is committed to working in partnership with our customers to deliver world-class support and service.

To contact Pegasystems, go to www.pega.com.

Education services Pegasystems Education department offers a wide range of courses for our customers. For course descriptions and contact information, go to www.pega.com. Courses can be presented at customer sites. Courses are given at these locations:

Headquarters in Cambridge, Massachusetts

Chicago, Illinois

San Francisco, California

Reading, United Kingdom

Sydney, Australia

i PegaCALL Configuration and Operations Guide Version 7.1.3

Pegasystems Certified Professional program The Pegasystems Certified Professional Program is an important part of Education Services. The program provides certification examinations for System Architects on the aspects of PegaRULES Process Commander essential to implementing successful applications. For more information, go to www.pega.- com.

Documentation feedback Pegasystems strives to produce high-quality documentation. If you have comments or suggestions, please send us a fax or e-mail with the following information:

Document name, version number, and order number (located on the copyright page)

Page number

Brief description of the problem — for example, what instructions are inaccurate, or what information requires clarification

Send faxes to: 617-374-9620, attention Technical Communications.

Send e-mail to: [email protected].

Note: This e-mail address is only for documentation feedback. For a product or technical question, contact Pegasystems Global Services department.

Office locations Pegasystems maintains offices in these locations:

North America

Cambridge, Massachusetts (Headquarters)

Alpharetta, Georgia

Bedford, New Hampshire

Chicago, Illinois

Cupertino, California

Irving, Texas

ii Appendix: Contacting Pegasystems

New York, New York

Toronto, Ontario, Canada Europe

Reading, United Kingdom

London, United Kingdom

Paris, France

München, Germany

Amsterdam, The Netherlands

Warsaw, Poland

Madrid, Spain

Stockholm, Sweden

Zürich, Switzerland Asia

Melbourne, Australia

Sydney, Australia

Beijing, China

Hong Kong, China

Hyderabad, India

Singapore,

Tokyo, Japan

For more information, contact your Pegasystems Sales Representative or go to www.pega.com.

iii

Index clearing calls in memory 68

A flow 14

Access groups 39, 57, 65 incoming 9, 15, 65

ACD 6, 56, 60, 68 on hold 6, 67

Activities 8, 64-67 outbound 22

ConferenceComplete 67 processing 55

ConferenceInitiate 67 retrieve 16

hold 36, 56 routing 9, 15

logout 60, 68 transfer 9, 16, 37, 66

MakeCall 68 call treatment 52

NotReady 68 Configure

offering 24 configure.exe 18

PreFetch 9 Contact center

Ready 10, 35, 41, 68, i traditional 5

Reset 68 with PegaCALL 6

UpdateFromEvent 7, 25 CSR 5-6

Agent CTI 5-6

state management 13, 16 CTI Link

API 18, 23, 64, 66 server i, 12, 18, 20, 22, 25, 62, 67

Application Gateway 15-16 D

Architecture Debug 20

high-level 5, 10 E

C Error Exit Program 20

Call Execute program when connection lost 20 attaching CTI data 43, 56, 65

attaching data 42, 65-66

- v - Index: ICR Link – wild card

I Requirements i, 16

ICR Link 62 Restart

Implementation 14, 16, 54 warm 24

multi-site 19 Route 19

IVR 5 S

L Screen Pop 7, 9, 12, 16, 38, 52, 62, 65 Listening Port 19 SOAP Login 24, 28, 35, 38, 68 concurrent SOAP requestors 21 M

Monitor Agent State 24 requestors 21

O Status 28, 40, 50, 57, 63, 68

Overview 5, 7, 12, 14, 64 T

P Telephony Functions 66

PBX/ACD call activities 12, 15, 19 Transfer

pega.ini 18, 24 supervised 69

PegaCALL TSAPI 23

components 47, 54 W

Peripheral Gateway 15 wild card 48

Port 30, 47, 60

Prefix 19

location 19

Presence Agent 13, 31, 37, 41, 47, 64, 70

Queue 9, 15, 37, 67

Redundancy 19

- vi -