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To create a computer telephony integration (CTI) link, you must meet the system requirements of both Pega Platform™ and the CTI link that you use.

Each Pega Platform™ node that has a local CTI link requires TCP/IP network connectivity to each CTI server that it connects to.

Consider installing a remote connectivity application, such as VPN, modem, or remote management software, to provide diagnostic capabilities.

Table 1. System requirements
CTI platform Requirements
Amazon Connect n/a
Avaya Aura Contact Center (AACC) AACC version 6.4 or higher, with a Communication Control Toolkit (CCT) server that supports integration over (Simple Object Access Protocol) SOAP.
Avaya Application Enablement Services (AES)

Avaya AES JTAPI SDK with Java libraries imported to Pega Platform.

For instructions, see the Importing Java libraries for Avaya AES links section below.
Cisco Finesse Cisco Finesse version 11.5 or higher.
Cisco Intelligent Contact Management (ICM) Cisco ICM or Unified Contact Center Enterprise (UCCE) version 10.05 or higher.
Five9 Licenses to Agent Desktop Toolkit.
NOTE: Agent Desktop Plus licenses are not supported.
Genesys Cloud CX n/a
Genesys Engage Platform SDK

Genesys Engage Platform SDK with Java libraries imported to Pega Platform.

For instructions, see the Importing Java libraries required for a Genesys Engage Platform SDK CTI link section below.
Genesys Web Services n/a
NOTE: CTI link configurations using AACC with Communication Server 1000 (CS1000) are not supported.