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Flow of events from the CTI server

Updated on December 28, 2022

The Computer Telephony Integration (CTI) server sends events to the OpenCTI Desktop framework to indicate a change in the status of the extension or the agent state. The OpenCTI implementation layer receives the CTI server events and converts them to a format that Pega Call can process, and then forwards them to the OpenCTI interface layer, which updates the Call Control Panel.

As an OpenCTI developer, you build integration services to process events that you receive from the CTI Server and to convert them to Pega Call events.

When the CTI server sends the event, the integration service uses the integration mapping rules to parse the data from the event into the corresponding properties on the adapter class. The integration service is a point of entry for all events into Pega Call.

For example, a web service notification from a CTI server notifies the integration service that a call is now connected on the CSR's phone.

Flow of events from the CTI server
The integration service uses integration mapping rules.

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