Adding a CTI Link

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.

• Determine which telephony vendor to use.
• Review the Pega Call CTI Implementation materials to understand the configuration for your vendor.
• Share the information related to the way Pega Call gets connected to the CTI environment with the telephony team.
• 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.
• Ensure that a telephony team resource is available to work with the Pega Call implementation team during the configuration.

1. In App Studio, click Control Panel and then, under Engagement Channels, click Voice.
2. Click CTI Link Setup, and then click Start. 
   
3. Click CTI Link Setup, and then click Add new link.
4. Provide a unique Name and a Short description.
5. In the CTI Link field, select the CTI vendor for whom you want to create a CTI Link.
   
   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.

   Refer to the Adding CTI links topic in the Pega Call documentation for configuration details.

6. On the Connection tab, specify the details that are required for the CTI server connection.
   
7. When you complete the configuration, click Save to add the CTI Link to the list.
   

Depending on the selected CTI vendor, you may see additional settings available on tabs, such as logging, and optional properties. See documentation for the given CTI vendor for more details.

For example, the Amazon Connect CTI link lets you configure the behavior of the telephony environment.

You can use the Region property to enter the value of an AWS region, for example eu-central-1, to enable the embedded chat functionality for Amazon Connect links. For more information, see the documentation for Amazon Connect endpoints and quotas at the AWS documentation portal.

You can set options to Allow framed softphone and Auto attach an interaction during voice transfers. The softphone is a user interface, often a modal dialog, provided by the vendor. A CSR uses the softphone to set their availability, and answer, transfer, or hang-up a call.

For details on how to configure specific CTI links in Constellation, use the links from this table to consult the documentation.