OpenCTI desktop architecture
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.
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