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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. Determine which telephony vendor to use.
  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 telephony team resource is available to work with the Pega Call implementation team during the configuration.

Configuring a CTI Link

In App Studio, click Settings > Pega Call to add a CTI Link.

Settings menu
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 Link Setup tab, click Add Link to display the link properties.

Provide a unique Name and a Short description.

CTI Link type

In the Link field, select the CTI vendor for whom you want to create a 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.

Specify the details that are required for the CTI server connection.

CTI Link setup

Advanced configuration

Depending on the selected CTI vendor, there might be additional settings, such as Switch capabilities, available in Dev Studio. See documentation for the given CTI vendor for more details.

To access the Dev Studio settings, on the CTI link setup screen, under Advanced configuration, click go to Dev Studio. Alternatively, in Dev Studio, click Configure > Channel Services Pega Call > Administration & Configuration, and then select the CTI Link tab. Click the CTI link to show the Link configuration tab.

CTI Link configuration

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

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

Phone Log In window

In the Agent State Options section, use the settings to control the behavior when the agent changes the state.

In the Call Options section, use the settings to control the options and fields that are displayed on the softphone.

Caution: Not all switch capabilities apply 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

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