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CTI functions

Updated on August 4, 2022

The OpenCTI adapter sends requests from the call control panel to the computer telephony integration (CTI) server by using the Pega Platform 8.7 integration connectors that are invoked from call control panel actions based on the type of request.

You implement connector activities to pass request information in a CTI server-specific format.

For new adapter implementations, you copy the request API activities from the parent OpenCTI adapter class to the implementation class. For example, to implement an Answer request, copy the AnswerCall activity in the ChannelServices-Embed-Apapter-OpenCTI class to the adapter implementation class.

The following table shows the activities to implement to send requests in each available telephony mode:

Activities required in each telephony mode

Telephony modeFunctions to implement
Simple telephony
Simple telephony with agent state management
Full telephony

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