Genesys 8.x CTI Solution with PegaCall CTI Link Engine

[thomas.sarnes]

Hi all,

a short introduction to my person.

Thomas, working as Freelance Consultant/Projectmanager for Genesys Contact Center Solutions for around 15 Years across  Europe and Westafrica.

Currently, I am working for a huge Telco in Germany as a external Programm Manager for the Genesys Platform with ~ 8.000 Agents and nearly all channels working.

Know I need to discover a solution with Pega. Some of the Agents need to have a screen pop up within Pega.

As the Genesys Platform is mission critical, we need to secure the platform againt other platforms (like Pega) although they are internal. For this reason we think about, beside Firewalls, a proxy Server between the two platforms. We need to have a switch off on our side to control the traffic in case of problems. On the ohter hand, we have 24 Sip Server on our side and 10 Pega Server. For this reason we need to reduce the traffic a little bit.

Is someone here who has experience in connecting a Pega environment? Or use a proxy to connect to several SipServer/T-Server?

Would be great to get an idea about it.

Thanks in advance
Thomas

[Fra]

Hi,

I have never had the chance to work on a Pega to Genesys integration, however, a few considerations here:

- you're looking, if I have correctly interpreted your question, for something sitting between SIP Servers, from which agents hang off, and Pega, which I suppose can act as a CTI extension.
- if that is the case, one option could be using Genesys LDS in TProxy mode, but as far as I know, this construct is valid only with a single TServer.
- Personally, I am wary of LDS, as it's an old product, no longer developed, which in my experience eventually leads to a number of issues and in any case introduces another point of failure.
- However, the key issue I see here is that if Pega has the capability of acting as an agent desktop and hence registers DNs at SIP Server, should you need to switch off traffic between Pega and Genesys, SIP Servers will never receive acknowledgment of key TEvents when calls are distributed, hence they will lose track of calls..

I strongly suggest you approach Genesys PS.

Fra

[thomas.sarnes]

Hi Fra,

thanks for your reply.

PS is requested, but not yet onside. Hope someone will arrive next week.

To be a little more precise on my Problem.

We are searching for a solution to secure the traffic between Pega and Genesys SipServer with an on/off Switch. In additon we like to decrease the number of connections between 24 SipServer and 10 Pega Server. Somehow something like SBC for SIP, but here we have Tlib traffic...........

cheers and thanks
Thomas

[Fra]

Then my answer addresses your question: if at any time you kill Tlib traffic between SIP Server and an agent desktop connected to it (in this case Pega), then you lose calls.

And as each SIP Server instance handles a subgroup of your agents, there is no way you can aggregate / reduce traffic through the CTI pipe.

[thomas.sarnes]

Hi Fra,

yes, there is no T-Server Proxy for t-Lip communications.

The archtitecture we agreed with Genesys and Pega is, that we will have a Connection from each SipServer to one single Pega CTI Link Server, which interacts as a Proxy Server for Pega.
We found a solution to control the traffic to that Server on OS Level and will use it to cut traffic in case of failure or flooding traffic to the sipServer.

We will use the Standard Solution from Pega in the smallest way of working together.

This is, in my opinion, not the best solution, but a solution to start. As we will have a second bigger Pega Environment upcoming in 2017, I will search for better solution.

I will Keep you updated here. Thanks for your replies.

Best reagards and have nice xmas and good Arrival in 2017
Thomas