Events are sent from the CTI server to indicate a change in status either of the extension or of the agent. The received CTI server events drive the CTI toolbar and the received events are converted into a format that Pega Call understands, and then sent to the desktop.

The OpenCTI developer builds integration services to process events received from the CTI Server and to convert them into Pega Call events. Once the CTI server receives the event, the Integration Service uses the Integration Mapping rules to parse the data from the event into the corresponding properties on the adapter class. For example, a Pega web service notification from a CTI server notifies Pega that a call is now connected on the operator's phone. The Integration Service is a point of entry for all events into the system.

• Getting started with OpenCTI