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Handling agent state events

Updated on December 28, 2022

You need to map the incoming data from the CTI server to the clipboard by using the Service activity. The Service activity copies the incoming data to a corresponding property on the clipboard page shown in the activity.

After mapping event data to the clipboard page, call the HandleEvent activity of ChannelServicesEmbed-Adapter-OpenCTI, where the properties are mapped to the ChannelServices-EventCTILink clipboard page.

The HandleEvent activity converts the incoming event data to Pega format.

You can override data transforms, decision trees, and activities in the OpenCTI adapter layer and modify them according to the needs of your adapter. For more information see, Handling events from the CTI server.

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