Pega Call high-level architecture
To support a broad range of functions, Pega Call™ has an open architectural design that brings together the business process management capabilities of the Pega Platform™ and the call treatment and routing capabilities of call center equipment.
Client-side versus server-side
There are two ways to integrate Pega Call with a Computer Telephony Integration (CTI) server: client-side or server-side.
Server-side integration means that the Pega Platform application server is integrated with the CTI server, and all communication goes over that interface. The server maintains sessions with the CTI server. Depending on the specific CTI platform, the Pega Platform application server interconnects with the CTI server by using web services or Java.
Pega Call consists of two main components: Pega Call CTI Link and a set of Pega Call rules for the Pega Platform.
Pega Call CTI Link
The Pega Call CTI Link is the interface between the Pega Platform and the CTI server. The CTI Link translates data going to and from Pega Call to the vendor-specific format required by the CTI server.
Pega Call rules
Pega Call rules process events from the Pega Call CTI Link and passes CTI requests to the Pega Call CTI Link. The Pega Call rules provide user interfaces for screen pop, telephony control, and agent state management on the customer service desktop.