To add a new OpenCTI link perform the following steps.
In the Explorer panel, click App Explorer.
Open the ChannelServices-Admin-CTILink-OpenCTIDesktop-Finesse class.
To create a new instance of the OpenCTI link, click Create.
Enter the Short description and the Link Definition Name In the Create OpenCTI link page.
In the Deployment type field, select one of the Cisco contact center platforms: Unified Contact Center Enterprise (UCCE) or Unified Contact Center Express (UCCX). For more information on the differences between UCCE and UCCX, see Pega Community.
In the Primary Server URL field, enter the primary host of the CTI server.
In the Primary BOSH URL field, enter the primary BOSH host of the CTI server.
In the Failover Server URL field, enter the failover host of the CTI server.
In the Failover BOSH URL field, enter the failover BOSH host of the CTI server.
In the Dial Plan field, enter the dial plan is used to modify a telephone number to ensure that it can be dialed by the ACD/PBX. For example, if your PBX requires that the number 9 be dialed to reach an external line before external calls are placed, the dial plan is used to prefix the digit 9 before external telephone numbers.