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Implementing the answerCall activity

Updated on December 28, 2022

Pega Call uses the answerCall activity to initiate the call answer state for an incoming call that is in the ringing state. This activity uses the CallID and the device number (DN) properties to place an answer call request to the Computer Telephony Integration (CTI) server.

Before you begin: Set the CallID and DN properties on the Adapter page.
Note: If you do not set the CallID property before initiating this activity, the CTI server is queried to find any call in the ringing or alerting states. If no calls are found in the ringing state, the CTI server returns an error to the Call Control Panel.
  1. In Dev Studio, map the CallID and DN properties of the OpenCTI adapter page to the corresponding request parameters of Pega Platform integration connectors.
  2. In the OpenCTI adapter class, search for the AnswerCall activity.
    This activity answers the specified call on the CSR extension.
  3. Copy the AnswerCall activity into the OpenCTI adapter implementation class.
  4. On the Activity page, add the required steps to call the Pega Platform version 8.7 integration connector to send the answer call request to the CTI server.
  5. If the call to the CTI server results in an error, resolve the issue.
    For more information, see Handling Errors.

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