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OpenCTI desktop architecture

Updated on October 6, 2021

The OpenCTI Desktop framework consists of a collection of JavaScript functions that are used to send requests to the CTI server and to receive events from the CTI server.

This framework consists of two layers:

  • OpenCTI Desktop Interface - this interface specifies the functions that are invoked by various user actions, such as an agent state change from Unavailable to Available or a call state change, such as Hold or In Progress.
  • OpenCTI Desktop Implementation - this layer implements the OpenCTI interface to communicate with the CTI server. In the following OpenCTI desktop architecture diagram, the components are provided by Pega as follows:
    • Pega Call rules
    • Pega Platform application or Pega Customer Service application
    • Pega desktop with a CTI toolbar.

OpenCTI architecture
OpenCTI architecture

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