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Pega Call high-level architecture

Architecture introduction

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.

When the CTI integration is client-side, the desktop maintains sessions directly with the CTI server. The voice path is always at the desktop, uncontrolled by the CTI integration. The desktop uses Javascript to integrate with the CTI server. There is no integration between the Pega Platform application server and the CTI server.

Client-side high-level architecture

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.

Server-side high-level architecture

Components

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.

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