Discussion
Covance
US
Last activity: 15 Oct 2015 2:21 EDT
Interaction driver rule
I have below questions on interaction driver rule. Please reply if possible?
1. How many interaction driver rule may exist in one application?
2. Where we can configure interaction driver rule? I mean where we call the interaction driver rule?
3. What we need to know before configuring interaction driver rule?
4. Is there PDN articles on interaction driver rule?
Thanks in advance
Pegasystems Inc.
IN
1. An application can have any number of interaction driver rules. Generally, one for each channel(Inbound Call, Social, Chat, Email etc). If same behaviour(task list, composites, dialogs, suggestions etc) is required across all channels then define a single driver rule in a super class(PegaCA-Work-Interaction in product and it's sub class in implementation layer) of these channels.
2. Set the Driver rule name in interaction flow's initialization DT. (In pyDefault DT, set property .CAInteractionDriver). By default in the product it was set as 'Driver'. No need to make any changes in the implementation layer if you create interaction driver rule name as 'Driver'.
3. 4. Check PegaCS implementation guide https://collaborate.pega.com/discussion/creating-pega-customer-service-solutions-71-issues-lab
Virtusa
IN
How can we set the maximum number of interaction that can be launched in a user portal? This can include various call type as Phone, Research etc. But the maximum number of interaction lauched at a time will be fixed. How can we achieve this?
Pegasystems Inc.
IN
In Interaction Portal, there is no OOTB configuration to set limit maximum no.of Interactions lauched (active interactions). But, OOTB Pega Platform provides limit on maximum no.of documents that can be opened in end user portal while configuring Dynamic Container.
In Cusotmer Service(formely CPM), this can be configured in CPMInteractionPortalWorkArea section. This configuraiton considers service cases, Portal Harness, Interactions openeded in End User Portal.
Virtusa
IN
REDDR3: I have see this CPMInteractionPortalWorkArea. But using this functionality is bit risky. I have set 6 in Max Document. So that it allows me to open 5 max tab. Now if i do not perform any action on the opened tab i.e, i just click on New Phone call and did not click anything else in the opened page, than i am allowed to opened as many such tabs i wish. Only catch is, it will show 5 tabs only. On opening the 6th tab, it will close one of the 5 opened tab and than open the 6th.
This is causing a issue because a extra WO get created and stays in the user WL. The last active tab/interaction case get close and 6th Case/WO is opened.
I wish to completely retrict the user from opening/creating the 6th tab if 5 is already opened.