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 ?