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Question

 Gayatri Simhadri (GayatriS8260)
Adqura

Adqura
IN
GayatriS8260 Member since 2016 14 posts
Adqura
Posted: Oct 16, 2019
Last activity: Nov 20, 2019
Posted: 16 Oct 2019 10:38 EDT
Last activity: 20 Nov 2019 6:31 EST
Closed

Configure contact policy for custom channels

Hi,

I am currently working with NBA Designer in Pega 8.3.0 version and configuring contact policies. My question is, we can specify any channel(IVR outbound etc.,) treatments available outside of pega system under "Other" channel. Suppose if an organization consists of two channels A & B that does not falls under Pega provided default channels like Email, SMS, Web etc., then in that case, the same contact policy defined for other channel in attached screenshot applies to both A & B channel treatments. Please confirm if my understanding is correct.

Thanks.

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Pega Marketing

Posted: 5 years ago
Posted: 16 Oct 2019 15:35 EDT
Seth Robinson (SethRobinson)
PEGA
Director, Product Management, Next Best Action
Pegasystems Inc.
US

Hi,

Contact policies operate on the outcomes that get written to Interaction History (IH).  So if your company has additional channels of A & B, then you can simply extend the contact policy treatment dropdown to include the A & B channels.

Seth

 

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Posted: 5 years ago
Posted: 20 Nov 2019 6:31 EST
Sai Suman Rekala (SAISUMAN.R)
ADQURA
Architect
ADQURA
IN

Hi Seth, Could you please guide us how to extend the contact policy treatment dropdown as am unable to find any help in docs.

And also is there any way we can configure more channels apart from the pega OOTB channels.

Thanks

SaiSuman R

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