Skip to main content
This content is now archived and is no longer updated. Progress is not calculated. Pega Cloud instances are disabled, and badges are no longer awarded. Click here to continue your progress in the latest version.

Adding a CTI Link

Preparing CTI Link configuration

Before starting the Pega Call™ CTI Link configuration, you must ensure that the CTI environment is ready. Use the following steps to plan for the telephony integration.

  1. Understand which telephony vendor is used.
  2. Review the Pega Call CTI Implementation materials to understand the configuration for your vendor.
  3. Share the information related to the way Pega Call gets connected to the CTI environment with the telephony team.
  4. The telephony team must configure the CTI environment to allow Pega Call to connect and share the configuration details with the Pega Call implementation team.
  5. Ensure that a resource from the telephony team is available to work with the Pega Call implementation team during the configuration.

Configuring a CTI Link

In Dev Studio, click Configure > Channel Services > Pega Call > Administration & Configuration to add a CTI Link.

Administration and Configuration
Note: You can configure the CTI Link prior to running the Telephony Experience wizard as shown here or as part of the wizard.

On the CTI Links tab, click Add CTI Link, and then select the CTI vendor for whom you want to create a CTI Link.

Add CTI Link

The following table contains supported CTI vendors.



List option

Avaya Aura Contact Center (AACC) CTI


Genesys CTI






Cisco Finesse CTI


Amazon Connect Contact Control Panel

Embedded UI

Amazon Five9 Softphone

Embedded UI

Note: If your CTI vendor is not listed, you can create integrations based on the OpenCTI standard. The OpenCTI interface allows you to create adapters that you can use to integrate with CTI servers that support the OpenCTI standard. This adapter plugs into the existing Pega Call framework and provides a bridge between the Pega Call framework and the third-party CTI server. Select OpenCTI Desktop to create a client-side integration and OpenCTI Server to create a server-side integration.

Provide a Short description and a unique Link Definition Name.

New CTI Link

Use the Link configuration tab to specify the details required for CTI server connection.

Link configuration

Depending on the selected CTI vendor, there might be additional tabs available. See documentation for given CTI vendor for more details.

For some CTI vendors, Pega Call CTI Link allows you to configure the behavior of the telephony environment and the login screen to match that of your telephony switch (PBX).

Switch capabilities

Under Login Options, use the settings to control the options and fields that are displayed in the Phone Log In window.

Phone Log In window

Under Agent State Options, use the settings to control the behavior when the agent is changes the state.

Under Call Options, use the settings to control the options and fields that are displayed in the softphone.

Caution: Not all switch capabilities are applicable to every CTI vendor. Be cautious when you change the default settings for the CTI vendor.

For some CTI vendors, you can specify which phone books to use.

Phone books

When you complete the configuration, click Save to add the CTI Link to the list.

List of CTI Links

This Topic is available in the following Module:

We'd prefer it if you saw us at our best.

Pega Academy has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice