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Available actions for existing links

Updated on March 31, 2022

The summary table on the CTI link setup home page in App Studio displays key information about each of your computer telephony integration (CTI) links. You can delete, refresh, start, or stop a link directly from the summary table. You can edit the basic link configuration from App Studio and advanced configuration from the link's rule form in Dev Studio.

The available actions vary for different types of links.

The CTI link summary table displays the following details about each link:

The name that you entered while creating the CTI link.
The link type of the CTI link, which is based on the class hierarchy of the link types. For example, within the ChannelServices-Admin_CTILink class, the JTAPI, Cisco, and Genesys connector types are added as separate subclasses of the Local class. Therefore, for JTAPI, Cisco Finesse, and Genesys Engage Platform SDK links, the Link column displays Local:
A server-to-server integration that connects the Pega Platform server to CTI provider server through Java. Pega Call provides the following out-of-the-box connectors JTAPI (Avaya AES), Cisco ICM/UCCE, and Genesys Engage Platform SDK connections.
A SOAP-based local server-to-server integration specific to Avaya Aura Contact Center (AACC) systems.
An API that supports building custom integration from a desktop or browser-based CTI system that Pega Call does not support out of the box. The Cisco Finesse and Genesys Web Services links are variations of this link, which Pega Call provides out of the box for specific CTI systems.
An API that supports building custom integration from an open CTI server.
A connector that supports building custom integrations from a third-party CTI user interface that Pega Call does not support out of the box.
The status of the CTI link:
The CTI link is connected to the CTI environment and provides CTI services.
Stopped or Disconnected
The CTI link has been stopped or is unable to connect to the CTI environment. CTI services are not available through this link.
Connecting or Reconnecting
The CTI link is attempting to connect or reconnect to the CTI server. If failover is configured on a CTI link and the link is unable to connect to the primary CTI server, it attempts to connect to the secondary CTI server.
The CTI link is unable to connect to the Pega Platform node(s). For local CTI links with failover configured, one of the configured CTI end points is not connected (even if it is reachable) and will show this status.
The CTI link is not enabled and does not provide CTI services on this server. The CTI link is configured to run on specific nodes not including this node.

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