Requests are actions that the user performs on the CTI toolbar such as answer a call or hang up a call. For OpenCTI, requests are sent from the CTI toolbar to the OpenCTI interface layer which passes the request to the OpenCTI adapter layer. The adapter implementation is responsible for utilizing a Pega Integration Connector that sends the request to the CTI server.

The following flow chart gives you a high level overview of the request flow.

The implemented request activity formats the request data and uses a Pega Platform8.6 integration connector rule to send the request to the CTI server. For example, if the CTI server provides a REST API, the implementation request activity formats the request data and calls the REST connector to forward the request to the CTI server.

• Getting started with OpenCTI