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Passing call data to the clipboard

Updated on December 28, 2022

Any call state event that is received from the Computer Telephony Integration (CTI) server is passed to the OpenCTI implementation layer by using a web service such as SOAP or REST, and is mapped to an event page. This event page is the OpenCTI implementation class type.

Map the incoming call data from the CTI server to the clipboard page by using the Service activity. Use the Service activity to copy the incoming data to the corresponding property on the clipboard page of the Service rule. This page acts as the primary page for the Service activity.

Passing basic call details

You can pass the basic call details to the clipboard page by using the Service activity. The following table shows the basic CTI properties that need to be passed with a call event. You can see these properties on the clipboard.

Basic call properties

pyCallStateStores the call state such as hold or retrieved.
pyCallTypeStores the call type, such as Internal or Consult, that is used to invoke call treatment rules from the adapter page to the clipboard.
pyCallIDUnique ID of a call.
pyDNISThe dialed phone number.
pyANIThe internal or external phone number that initiated the call.
pyOtherDNThe phone number of an additional party on the call.
pyEventNameStores the Offering event and converts the Pega Call event name based on the call state.

Passing call variables

The call variables that are received from the CTI server are stored in property-value pairs in the ChannelServices-Event-CTILink > pyNamedVariables value group property. You can see this property on the clipboard.

Call type details

Pega Call supports a call type that can be used to circumstance call treatment rules. The pyCallType property on the Call page specifies call types, which include:

For inbound calls.
For consultations and transferred calls.
For calls placed from the contact center or the CSR's phone to an external phone number.
For calls that are internal to the call center, such as calls from one CSR to another.

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