Implementing the login function
Pega Call uses the login function to log CSRs in to the Automatic Call Distributor (ACD). After logging in to the ACD, the CSR's device is subscribed for Computer Telephony Integration (CTI) server events so that they can receive calls from the call queue and set their agent state.
To enable sending login requests to the CTI server, implement the login JavaScript function in your implementation layer.
This function uses the following parameters:
Parameters of the login function
| Parameter | Description |
| agentID | The CSR ID on the Automatic Call Distributor (ACD) that is populated during the login request. You can save this parameter in a property that is available throughout a session. |
| agentPwd | The password for the agent on the ACD or queue is a required parameter that is populated during the login request. |
| extension | The extension is an optional property that specifies the number of the device to which the agent logs in. You can configure the agents to log in and log out of a specific extension. If you leave this property blank, the agent logs in to the extension that is specified by the CTI server or Automatic Call Distributor (ACD). You can save this parameter in a property that is available throughout a session. |
| linkDefinition | The CTI link definition that is configured. You can save this parameter in a property that is available throughout a session. |
| options | The parameter that holds optional properties that are implementation-specific. |
| success | The callback function that is invoked on success. |
| failure | The callback function that is invoked on failure. |
| forwardEvent | The invoked callback function that is used to pass the event into the Pega Call OpenCTI framework to update the Call Control Panel. |
- Copy the function from the OpenCTI interface JavaScript
pega_cti_desktopAPI.jsfile into your implementation JavaScript file. - When the login request is successful, generate a snapshot event, and then move
the event to the Pega Call layer by using the
fowardEvent parameter for the
login function.The snapshot event synchronizes the Pega Call state with the CTI platform for an extension.
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