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Configuring the OpenCTI adapter

Updated on December 28, 2022

Use the OpenCTI adapter to integrate Pega Call with a third-party computer-telephony integration (CTI) system, and to create a new OpenCTI implementation class and an OpenCTI link definition.

To use the OpenCTI adapter, you must:
  • Create a new OpenCTI implementation class that extends the ChannelServices-Embed-AdapterOpenCTI class provided by Pega Call. This class contains properties and activities required for the adapter implementation.
  • Create an OpenCTI link definition to connect your adapter to the Call Control Panel and to provide configuration data for the adapter.
  1. In Dev Studio, to find the class that contains properties and activities for the adapter implementation, in the navigation pane, click App and then search for ChannelServices-Admin-CTILinkOpenCTI.
  2. Click Create to create a new instance of this class.
  3. On the Create OpenCTI CTI Link page, in the Short description field, provide a description for your class instance.
  4. In the Link Definition Name field, provide a name for your class instance.
  5. Click Create and open.
  6. On the LinkConfiguration tab, select the newly created class from the Implementation Class list.
  7. Add the properties that you need for configuring your instance as key-value pairs.

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