Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

Handling Events from the CTI server

Updated on October 7, 2021

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.

Flow of events to the CTI server
Flow of events to the CTI server

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us