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OpenCTI adapter

Updated on December 28, 2022

The OpenCTI adapter is a modular component that consists of a collection of rules for sending requests to the CTI server and receiving events from the CTI server. The OpenCTI adapter lets you integrate Pega Call with a telephony system.

An OpenCTI adapter consists of the following layers:

  • OpenCTI Interface
  • OpenCTI Implementation

OpenCTI interface layer

The OpenCTI interface layer defines the integration that is required and acts as an interface between Pega Call and the CTI server. This layer is a template for creating implementations and includes some helper methods and an event framework to facilitate event processing.

OpenCTI implementation layer

The OpenCTI implementation layer implements the OpenCTI interface for communication with the CTI server. As an OpenCTI developer, you use this layer to create or extend rules to enable Pega Call to send requests and receive events.

In the following architecture diagram shows the available components in Pega Infinity:

  • Pega Call rules
  • Pega Platform application or Pega Customer Service application
  • Desktop with a Call Control Panel
OpenCTI adapter architecture
The OpenCTI adapter consists of a collection of rules.

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