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Handling incoming calls and call treatment

Updated on October 7, 2021

The incoming call event from a CTI server should be passed to the Pega Platform 8.6. To achieve thisyou must first create a Pega Platform 8.6 integration service which can be invoked by the CTI server by a third party connector.

An event is required to signify a new call arrival and is called alerting, ringing, or offering. For an incoming call, the EventName is mapped to Offering. This mapping is done using the SetEventType decision tree.

For the Simple Telephony mode, Alerting or Ringing or Offering or Delivered events are required based on the CTI server which indicates a new inbound call.

For more information, see Handling events from the CTI server.

  1. In Dev Studio, search for the SetEventType decision tree.
  2. Copy the decision tree to the OpenCTI adapter class.
  3. Modify the decision steps to map the event names appropriately.

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