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CTI server events handling

Updated on October 6, 2021

Events are sent from the CTI server to indicate a change in the status either of the extension or the agent state. The received CTI server events are converted into a format that Pega Call understands and they are forwarded to the Pega layer, which updates the CTI toolbar.

The OpenCTI developer builds the JavaScript implementation functions to process events that are received from the CTI Server and converts them into Pega Call events. For example, CTI server notifies OpenCTI desktop layer that a call is now connected on the operator's phone, which is received by a JavaScript function. The JavaScript implementation function is the point of entry for all events into the system.

OpenCTI flow of events
OpenCTI flow of events

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