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CPM: Channel Services Integration

This course is for System Architects that need to learn how to integrate CPM with contact service channels.

This course is an intermediate level course designed to teach Customer Process Manager (CPM) architects to integrate CPM with contact center service channels. The course shows students how to configure CPM and PegaCALL to integrate with telephony infrastructure including CTI platforms from Avaya, Cisco and Genesys and use features including soft phone and screenpop. The course also shows students how to configure and use PegaCHAT to provide customer service over chat.

Prerequisites

What you'll learn

By the end of this course, you will be able to successfully:

  • Understand and be able to use the functionality that PegaCALL provides
  • Configure a CTI Link to connect to your telephony infrastructure
  • Understand how PegaCALL and PegaCHAT deliver events to the user's desktop
  • Configure various options for event delivery for PegaCALL and PegaCHAT
  • Understand and be able to use the functionality that PegaCHAT provides
  • Configure the Openfire chat server and PegaCHAT to work together

Course Outline

  1. Orientation

    • Overview
  2. Integrating Channel Services

    • Configuring a Pega Call CTI Link
    • Configuring Event Delivery for PegaCHAT and PegaCALL
    • Configuring screenpops using the PegaCALL Configuration Wizard
    • Transferring Context with a Call in CPM
    • Configuring PegaCHAT to work with Openfire

Choose Your Format

Need help choosing the best format? Learn More.

  • Skill Level

    Intermediate

  • Duration

    4 hours

  • Platform Version

    6.2

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