PegaCALL. Overview. About this Release. Release Notes for Version 6.3 August 2012

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1 PegaCALL Release Notes for Version 6.3 August 2012 Overview PegaCALL provides computer-telephony integration (CTI) capabilities for applications built on PRPC, including Pega Customer Process Manager (CPM). It enables contact center representatives to be more effective by integrating your call center infrastructure with your PRPC application. Capabilities include screen pop with data gathered from your telephony infrastructure (e.g. IVRs) and soft phone capabilities to enable service representatives to control their telephones. About this Release PegaCALL 6.3 adds the following capabilities: Auto-accept and related changes to call processing behavior - PegaCALL and CPM have been updated to provide additional options for the behavior when a new call arrives at a CSR s phone. In addition to the traditional screen pop, you may configure the system to automatically start an interaction ( auto-accept ) for the new call once the CSR has completed his or her prior interaction. You may also configure options for behavior when a CSR does not respond to the screen pop. Telephony Toolbar The telephony toolbar previously included in CPM has been moved to the Pega-CTI RuleSet (Section PegaCallContainer in class ChannelServices-Device-Phone-UI). The toolbar provided in the HTML rule StatefulSoftPhoneUI and related rules has been deprecated. If you use the older toolbar, you should migrate your application to use PegaCallContainer. The CPM CSR and CSR manager portals have been upgraded to include PegaCallContainer from the Pega-CTI RuleSet. Multiple Queue support The CSR may now specify more than one queue when she logs into PegaCALL. Agent state is subsequently changed for all those queues when the CSR requests an agent-state change. Purging Older Call Objects PegaCALL now provides an Agents rule to purge older call objects from the database. Configuration of Remote CTI Links The forms to configure remote CTI have been improved. The list of CTI links is now retrieved automatically from the local CTI node (without the need to save the rule form) when configuring remote CTI links and peer local CTI links. Version Screen The PegaCALL landing page now includes a Version screen that displays the version of the CTI Link engine and related 3 rd -party Java archives (JARs). Desktop heartbeat support with Remote CTI Links Desktop heartbeats are now supported with remote CTI links. If a desktop stops sending heartbeats (e.g. if the browser has been closed without logging out), PegaCALL will stop monitoring the device associated with the desktop. 1

2 Call Data handling with repeating call IDs If the call IDs received from your CTI platform are repeated, PegaCALL now overwrites the call data with data received with the newer call. If you wish to preserve the older call data, please review the PegaCALL Configuration and Operations Guide. Log configuration Logging for the CTI Link engine may now be configured using dynamic system settings. You may also configure a CTI Link to log to a separate file. Dynamic System Settings for Event Delivery Event delivery options ( Screenpop settings ) may now be configured using dynamic system settings. Collected-Digits support with Avaya Adjunct Routing Digits collected on an Avaya ACD may now be used as part of the business rules to respond to an adjunct route request. For additional details on the new features, please see the PegaCALL Configuration and Operations Guide for your CTI platform. Prerequisites PegaCALL 6.3 may be used with PRPC 6.3 and CPM 6.3. A desktop running Internet Explorer web browser is required for configuration. For prerequisites related to a specific CTI platform, please see the PegaCALL Configuration and Operations Guide for your CTI platform. Known Issues Because of the competitive, fast-paced nature of enterprise software development, it is not always possible to address every issue, interoperability concern, or imperfection in a given release of a product. Pegasystems' primary goal is to ensure the success of our customers. We are therefore describing the following known issues that may occur in this release. ID Description Cause or Suggested Resolution When using the CTI Link Engine for Cisco ICM, spurious parties beginning with the letter D are sometimes listed on conferences. These parties cannot be dropped from the conference. When using a CTI Link Engine for Cisco ICM, an agent who is already logged into the ACD may be unable to login through PegaCALL. Cisco ICM adds dummy parties to CTI events in some circumstances. Circumstances may vary depending on the version of ICM and the type of ACD peripheral. This occurs because Cisco ICM returns an error with a generic error code. PegaCALL is unable to identify if the agent is already logged in or if the login failed for other reasons. If the agent is already logged into the ACD, he or she can login to PegaCALL using the extension alone (without providing an agent ID and password). 2

3 ID Description Cause or Suggested Resolution BUG BUG BUG BUG BUG BUG When using a remote CTI link configured with failover, duplicate events are possible during failover. For example, a duplicate screenpop may be received for the same call due to a repeated event. While the CTI links page is loading, items in the Actions menu are not available. On the configuration page for CTI Links (rule form), tabs that do not apply to the type of CTI link may be displayed. This occurs after changing the link type. For example, the Peering tab is listed for remote CTI links and the Failover tab may be shown for classic links. When using the Firefox browser, a CSR receiving a call transferred using the CPM Transfer tool (Voice+data transfer) is unable to Accept the interaction and continue work. When used with the CTI Link Server for Genesys, the synchronized soft phone does not display underlying errors when an ACD login fails. The CSR only gets a message saying "Message from Webpage ** SOAP service failed." The ScreenPop ActiveX control does not install properly on some Windows 7 desktops when it is downloaded from the PRPC server. Adjunct routing does not work with the CTI Link Server for Syntellect. When used with a local CTI Link for Cisco ICM, Test Connectivity is successful even if the peripheral ID or client ID is incorrect. When used with a local CTI Link for Avaya AES, Test Connectivity is successful even if the host name or port is incorrect. This situation occurs infrequently, depending on the sequence of events and the configuration. Actions are available once the page completes loading. Save the rule after changing the link type. The page now displays the tabs appropriate for the chosen CTI link type. This is not a frequent occurrence. Install the ActiveX control on the desktop using the Windows installer provided with the release. Customers who require adjunct routing capability should use the CTI Link engine for Avaya AES. 3

4 ID Description Cause or Suggested Resolution BUG BUG BUG BUG When using the CTI Link Engine for Avaya, external parties are listed as T#nnn and cannot be dropped from conference calls. When using the CPM softphone with a Genesys CTI Link Server, call state is incorrect after a conference. Two connected calls are shown instead of a single conference-call. When using the CTI Link Server for Genesys, party information is incorrect after a call is conferenced. When using the Syntellect CTI Link Server, party information is incorrect after a call is transferred. Avaya JTAPI identifies external call parties (calls placed through trunks) as T#nnn. These parties cannot be dropped through CTI. The CTI Link server for Genesys has been deprecated. Customers may continue to use the PegaCALL softphone with the CTI Link Server or migrate to the CTI Link engine for Genesys. The CTI Link server for Genesys has been deprecated. Customers may continue to use the PegaCALL softphone with the CTI Link Server or migrate to the CTI Link engine for Genesys. Note: To submit new issues or find out more about the known issues, contact support@pega.com. Be sure to reference the Issue ID in your communication. 4

5 Resolved Issues As with any software product, features occasionally do not behave as intended. Pegasystems is committed to a high standard of quality, and has implemented procedures and programs to detect and correct such issues in the product. The following is a list of issues that have been resolved in this release that are of most interest and likely to have the most impact on the Pegasystems user and developer community. Note: The following references are useful if you need to follow-up with our Customer Support team. Reference numbers beginning with BUG- refer to entries in the Pegasystems internal issue tracking system. Reference numbers beginning with SR- or HFix refer service request entries in Pegasystems Customer Support system. ID BUG BUG BUG BUG BUG BUG BUG Description ACD agent state may be displayed incorrectly upon login if using the applet for event delivery. Answer-call fails without error during failover (i.e. failure not detected yet) of a remote CTI link with Cisco ICM links in a hot-standby configuration. If a local CTI link is disconnected from the CTI server and it is attempting to reconnect, the CTI links page displays a blank state for the local link. The remote CTI link status is displayed as Unreachable. Link status is incorrect for disabled remote links. It shows status based on the state of the local links being used, rather than Disabled. Logout and Close-device do not work for remote links. Unable to stop a local CTI link that is in connecting state. The landing page does not enable the Stop button while the link is in this state. When using an Avaya AES CTI Link (local or remote), the initiating CSR s softphone displays incorrect call state after an outbound call is conferenced or a warm transfer is attempted. Two connected calls are displayed. Menus display incorrect options as the phone state is incorrect. This does not occur if the initial call was an incoming call. BUG When using a Genesys CTI Link engine, call data containing special characters (e.g. &, <, >,?) did not come through to the CSR s clipboard. Note: The value part of the data is now conveyed properly. However, the key part may not contain special characters when mapped to PRPC special characters in the key are converted to underscore characters. BUG BUG The PegaCALL configuration wizard failed to generate rules if a property that was being mapped to already existed in an ancestor class of the call class. When using the CTI Link engine for Genesys, the soft phone state was incorrect after an internal call was transferred from one CSR to another. 5

6 ID HFIX-5522 / SR BUG Description This hotfix resolved an issue where Genesys call data containing an ampersand (&) character caused PegaCALL to throw an exception. Call data keys that are special characters are replaced by an underscore. Call data values that are special characters will be passed up without being replaced. Call data keys starting with anything other than a letter will have an 'x' placed in front of it such as '1stName' will be converted to 'x1stname'. The call data key limitations are a requirement of PRPC. The configuration rule form for CTI Links creates a second link if you change the name of a link. Documentation This release includes configuration and operations guides for various CTI platforms that PegaCALL supports. There are separate guides for CTI Link Server and CTI Link Engine based deployments. You should use the guide for the CTI platform and deployment configuration that you use. If a CTI Link Engine exists for your CTI platform, you should use the CTI Link Engine rather than the CTI Link Server for the platform: PegaCALL Configuration and Operations Guide for CTI Link Engine with Avaya AES CTI PegaCALL Configuration and Operations Guide for CTI Link Engine with Cisco ICM CTI PegaCALL Configuration and Operations Guide for CTI Link Engine with Genesys CTI PegaCALL Configuration and Operations Guide for CTI Link Server with Aspect CTI PegaCALL Configuration and Operations Guide for CTI Link Server with Cisco ICM CTI PegaCALL Configuration and Operations Guide for CTI Link Server with Genesys CTI PegaCALL Configuration and Operations Guide for CTI Link Server with Syntellect CT Connect CTI For installation and upgrades, please refer to the CPM installation and upgrade guides. 6

7 Copyright 2012 Pegasystems Inc., Cambridge, MA All rights reserved. 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 described. 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 consultant. For Pegasystems trademarks and registered trademarks, all rights 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. 101 Main Street Cambridge, MA Phone: (617) Fax: (617) PegaCALL Document: Release Notes Software Version: 6.3 Updated: September,