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SurajK65 Member since 2016 1 post
Citizens Bank
Posted: 3 years ago
Last activity: 3 years 6 months ago
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Clarification on CTI functionality of Pega CPM framework

Hi,

We have the below questions pertaining to CTI functionality of Pega CPM Framework

  1. What are the reasons a single CTILINK engine would open more than one client session with ICM CTISVR?
  2. My understanding of the Bind Port error is that the Pega Agent Browser has attempted to open more than one session with Pega Application. Is this correct?
  3. What are the event messages between CTI Link and ICM CTISVR? (OPEN_REQ, MONITOR_START_REQ, MONITOR_CLOSE_REQ)
  4. Is there a way to increase the CTILINK logging in order to capture the ICM PG, Client Session and Monitor ID of a given agent?

Can anyone please help us with information on this.

Thanks,

Suraj K

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