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Handling agent state events

Updated on October 7, 2021

Map the incoming data from the CTI server to the clipboard using service activity. The Service activity copies the incoming data to corresponding property on the clipboard page mentioned in Service rule. This page acts as primary page for the Service activity.

After mapping event data to the clipboard page, call the HandleEvent activity of ChannelServicesEmbed-Adapter-OpenCTI, where the properties are mapped to CTIEvent (ChannelServices-EventCTILink) clipboard page. The HandleEvent activity converts the incoming event data to Pega understandable format. As part of the OpenCTI framework, Pega provides Data Transforms, Decision Trees, and Activities. You can override them in the Adapter layer and modify them according to the needs of your implementing adapter. For more information see, Handling events from the CTI server.

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