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:
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
|Link||Integration||CTI UI||Integration type||Connector||Connected component|
|AACC||Avaya Aura Contact Center CTI||Pega Call||Server to server||SOAP||AACC server|
|Genesys Engage Platform SDK||Genesys Engage Platform SDK||Pega Call||Server to server||Java||Genesys Engage Platform SDK T-server|
|Cisco ICM/UCCE||Cisco ICM/UCCE CTI||Pega Call||Server to server||Java||Cisco ICM/UCCE server|
|JTAPI||Avaya AES CTI||Pega Call||Server to server||Java||Avaya AES server|
|OpenCTI Server||API-based server-to-server connections||Pega Call||Server to server||Any Supported Pega Platform connector||Custom 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.