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.