Finesse and Pega CRM integration

[shirpati]

Hello Team,

If you can please help on the below query,

My customer is planning to use PEGA CRM for their agent desktop application.

There are 2 types of integration

• PEGA talks directly to CTI server  and this is the preferred method which PEGA is suggesting, however there is limit of 7 All Event client connection for CTISvr and we already hitting the limit.

• PEGA talks to UCCE via Finesse API.

Is there a slide or any document on the PROS and Cons of integrating CRM via Finesse or directly with CTI.

Any advantages of using Finesse API over directly connecting to CTI Server ?

What should be preferred integration method ?

Thanks,

Shirish.

[ewindgat · Accepted solution]

It is often best to use the Finesse JavaScript library if possible. Otherwise, use the API that is appropriate.