Any call state event received by the CTI server is passed using a web service like SOAP or REST services and are mapped to an event page. This event page is the OpenCTI implementing class type.
Map the incoming data from the CTI server to the clipboard page using the service activity. Use the Service activity to copy the incoming data to the corresponding property on a clipboard page of the Service rule. This page acts as primary page for the Service activity.
Passing the basic call Info details
You can pass the basic call info details to the clipboard page using the Service activity. The following are the basic CTI properties that needs to passed with a call event. You can see these properties on the clipboard.
Basic call info properties
|pyCallState||Stores the call state such as hold or retrieved.|
|pyCallType||Stores the call type like Internal or Consult used in invoking call treatment rules from the adapter page to the clipboard.|
|pyCallID||Unique ID of a call.|
|pyDNIS||Stores the extension to where the call is connected.|
|pyANI||Stores the extension from which the call arrived.|
|pyOtherDN||Stores the values of other devices from which the call is being placed.|
|pyEventName||Stores the Offering event and normalizes the Pega Call event name based on the call state.|
Passing the call variables
The call variables received from the CTI server are stored as property-value pair in ChannelServices-Event-CTILink > pyCallVariables in the class ChannelServices-Request-CallOptions-OpenCTI. You can see this property on the clipboard.
Call type details
Pega Call supports a call type that can be used to circumstance call treatment rules. The pyCallType property on the call page specifies call types, which include:
- For inbound calls.
- For Consultation and transferred calls.
- For calls placed from the contact center or the CSR's phone to an external phone number.
- For calls that are internal to the call center, such as calls from one CSR to another.