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Implementing the retrieveCall activity

Updated on December 28, 2022

Pega Call uses the retrieveCall activity to retrieve the call in the hold state to the active state. This activity uses the CallID and the DN properties to send the call request to the Computer Telephony Integration (CTI) server.

If the system successfully retrieves the call, then the state of the call is changed to active. If the request is unsuccessful, 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 the Pega Platform 8.7 integration connectors.
  2. Build a request appropriate for your connector.
  3. Invoke the appropriate request to the CTI server by using the integration connector for Pega Platform version 8.7.
  4. Identify and resolve errors.
    For more information, see Handling Errors.

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