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Pega Call CTI Link

Overview

The Pega Call CTI Link interfaces between Pega Platform and the CTI platform. The CTI Link translates telephony events from the CTI platform into messages that are sent to Pega Call rules for processing. In addition, the CTI Link receives telephony requests from Pega Call rules and translates the requests into specific telephony requests for processing by the CTI platform. For some CTI platforms, the CTI Link also monitors the routing point within the PBX/ACD and provides enhanced call routing decisions.

Request flow to the CTI server

Requests are actions that users perform on the CTI toolbar, such as answering or hanging up a call. The Pega Call CTI Link formats the requests and forwards them to the CTI server.

For server-side integration, the CTI toolbar sends a request to Pega Call, which passes the request to the CTI Link. The CTI Link is responsible for utilizing a Pega Integration Connector that sends the request to the CTI server.

CTI Link server-side integration

For client-side integration requests, the CTI toolbar invokes Pega Call Javascript, which passes the request to the CTI Link. The CTI Link uses Javascript to send the request to the CTI server.

CTI Link client-side integration

Event handling from CTI server

The CTI server sends events to indicate a change in either the extension or the agent’s status. Pega Call CTI Link converts the received CTI server events into a format that Pega Call understands. The events drive the CTI toolbar.

Pega Call CTI Link overview

The Pega Call™ CTI Link interfaces between Pega Platform™ and a Computer Telephony Integration (CTI) platform. The CTI Link translates telephony events from the CTI platform into messages that are sent to Pega Call rules for processing.

CTI Link also receives telephony requests from Pega Call rules and translates the requests into specific telephony requests for processing by the CTI platform. For some CTI platforms, the CTI Link also monitors the routing point within the PBX/ACD (Private Branch Exchange/Automatic Call Distribution) and provides enhanced call routing decisions.

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