Creating the server connection
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:
- Generic
- 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.
- Specialized
- 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
| 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 Desktop | Generic admin class for custom connectors using Pega Call UI | Pega Call | Client to server | JavaScript | Custom server |
| Cisco Finesse and Cisco WCCE | Cisco Finesse CTI | Pega Call | Client to server | Web services or JavaScript | Finesse Server |
| OpenCTI Server | API-based server-to-server connections | Pega Call | Server to server | Any Supported Pega Platform connector | Custom server |
| Embedded UI | Embedded third-party UI connections, including Amazon Connect, Five9, and Genesys Cloud CX | Third party | Client to server | Iframe or JavaScript | Amazon Connect, Five9, Genesys Cloud, or custom server |
| Genesys Web Services | Genesys Web Services | Pega Call | Client to server | Web services or JavaScript | Genesys 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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