The OpenCTI adapter is a modular component that consists of a collection of rules that are used to send requests to the CTI server and receive events from the CTI server.
An OpenCTI adapter consists of two layers:
- OpenCTI Interface
- OpenCTI Implementation
This layer defines the integration required and acts as an interface between Pega Call and the CTI server. The interface layer is a template for creating implementations and includes some helper methods and an event framework to facilitate the processing of events.
This layer implements the OpenCTI interface to communicate with the CTI server. In this layer, the OpenCTI developer creates or extends the rules to enable Pega Call to send requests and receive events.
In the given architecture diagram, the following components are provided by Pegasystems:
- Pega Call rules
- Pega Platform application or Pega Customer Service application
- Pega desktop with a CTI toolbar