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Sending agent state requests from the desktop

Updated on October 7, 2021

Copy the following activities from the ChannelServices-Embed-Adpter-OpenCTI class to OpenCTI implementation class, so that Pega Call can invoke these activities to send request to CTI Server:

  • LoginAgent activity
  • SetAgentReady activity
  • SetAgentNotReady activity
  • LogoutAgent activity

The AgentOptions page stores options such as reason code that is used while setting agent state to NotReady or Logout. If other agent options are required to send a request to CTI server, they can be added using a relevant data transform (with name same as agent state change request) in the ChannelServices-Request-AgentOptions class.

The OpenCTI developer must translate the OpenCTI interface's agent state (Pega Call supported agent state) to the equivalent Agent State supported by the CTI Server.

If there is an error in the request, handle it in the activities using Activity-Set-Status method by changing the Severity as Fail. The OpenCTI interface passes this error to the Agent's desktop.

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