Flow of requests to the CTI server
Requests are actions that the user performs on the CTI toolbar such as answering or hanging up a call. For OpenCTI, users send requests from the CTI toolbar to the OpenCTI interface layer that passes the request to the OpenCTI adapter layer. The adapter implementation utilizes a Pega Platform integration connector that sends the request to the CTI server.
The following diagram gives you a high level overview of the request flow:
The implemented request activity formats the request data and uses a Pega Platform version 8.7 integration connector rule to send the request to the CTI server. For example, if the CTI server provides a REST API, the implementation request activity formats the request data and calls the REST connector to forward the request to the CTI server.
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