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Creating the server connection

Updated on July 25, 2022

Add a computer telephony integration (CTI) link to allow Pega Call to interact with your CTI system.

A CTI link is an interface between the Pega Platform server and your CTI server that translates data going to and from Pega Call to the format required by the CTI server.

When a CTI link is created, a CTI connection is created from each node within the Pega Platform cluster to the CTI server, unless you run a CTI link only on specific nodes. For information about configuring a CTI link to run only on specific nodes, see Running CTI links on specific nodes.

You add and edit CTI links from the CTI link setup tab under Pega Call settings in App Studio. The available links belong to either of the following categories:

If you use a CTI system for which Pega Call does not provide a specialized connector, you use a generic link, such as OpenCTI Desktop or Embedded UI. You can build a custom JavaScript-based plugin for Pega Call to connect with your CTI system, and then point to that plugin by using a generic link.
To speed up the link setup for some widely used CTI systems, such as Avaya Aura Contact Center (AACC) and Cisco Finesse, Pega provides specialized connectors that integrate the properties that those systems require. For example, the Cisco Finesse link is a variation of the OpenCTI Desktop link that includes the primary bosh url field, which is a required property when connecting to a Cisco Finesse CTI system. When you select the Cisco Finesse link, the system also pre-populates the Javascript reference required for Cisco Finesse connections.

Some links use the Pega Call user interface, and some links use an embedded third-party UI for CTI. The links that use the Pega Call CTI user interface might either involve server-to-server integration, as in the case of Cisco ICM/UCCE, or client-to-server integration, as in the case of Amazon Connect. By default, all embedded third-party UI links are client-to-server integrations.

The following table provides more information about the CTI links that you can configure, including the CTI system that they support and the type of integration that they involve:

CTI link-specific details

LinkIntegrationCTI UIIntegration typeConnectorConnected component
AACCAvaya Aura Contact Center CTIPega CallServer to serverSOAPAACC server
Genesys Engage Platform SDKGenesys Engage Platform SDKPega CallServer to serverJavaGenesys Engage Platform SDK T-server
Cisco ICM/UCCECisco ICM/UCCE CTIPega CallServer to serverJavaCisco ICM/UCCE server
JTAPIAvaya AES CTIPega CallServer to serverJavaAvaya AES server
OpenCTI DesktopGeneric admin class for custom connectors using Pega Call UIPega CallClient to serverJavaScriptCustom server
Cisco Finesse and Cisco WCCECisco Finesse CTIPega CallClient to serverWeb services or JavaScriptFinesse Server
OpenCTI ServerAPI-based server-to-server connectionsPega CallServer to serverAny Supported Pega Platform connector Custom server
Embedded UIEmbedded third-party UI connections, including Amazon Connect, Five9, and Genesys Cloud CXThird party Client to serverIframe or JavaScript Amazon Connect, Five9, Genesys Cloud, or custom server
Genesys Web ServicesGenesys Web ServicesPega CallClient to serverWeb services or JavaScriptGenesys Web Services Server

For more information about each link, see the topic specific to that link within Adding CTI links.

For more information on embedded UI link configuration, such as server URLs and URL parameters, refer to your CTI provider’s documentation. For example, the documentation about Genesys Cloud Embeddable Framework in the Genesys Cloud Resource Center.

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