Dynamic Class Referencing
Dynamic Class Referencing (DCR) is a pattern that enables you to avoid hard-coding of class names, flow names, and workbasket names so that the implementation layers can easily extend the application.
Pega Customer Service implemented the DCR approach using data page and data transforms. The approach helps a specialized layer that is built on the horizontal layer to Save-As the data transform rules in the specialized layer ruleset to update the class names, flow names, and update or add additional property mappings. The approach dynamically sets the specialized layer class names, flow names, and any other values to the appropriate clipboard pages at run time.
To configure DCR on an existing application, do the following steps:
- Log in to the Pega Customer Service Specialized application.
- Search and open the Declare_CAApplicationSettings data page.
- In the Save list, click to copy the data page into your implementation layer ruleset.
- Complete the form with the following information.
- Label – The name and description of class or implementation class.
- Apply to – The class in the specialized layer extended class, for example, PegaCA-Admin-ApplicationSetting.
- Click .
- Enter the field details based on your configuration settings.
- Enter a specialized class name that inherits from PegaCA-Admin-ApplicationSetting in the Object type field.
- Perform the following actions in the Data sources section:
- From the Source list, click .
- Enter
Applicationsettingsin the Data transform name field. - Click to open the data transform rule.
- Refer to the following application configuration settings table to update the properties based on your implementation layer settings.
| Field Name | Description | Default Value |
|---|---|---|
| Site-Specific Prefix | Specifies a prefix that is used with the Pega 7 Case Designer. The Case Designer adds the prefix to flow rules and SLA rules created for easier identification. | CA |
| Composite Search Default | Controls the default tab that displays when the search interaction and service items are selected from the composite.
Supported in legacy portals only. | Service Items |
| Flow Type | Determines how Pega Customer Service flows are presented in the designer portal. Valid values are Modeler or Visio. | Modeler |
| Auto Refresh My Work? | Set the value as true to refresh the user worklist on the dashboard whenever they return to their dashboard if they have completed an interaction or work item/case. Supported in legacy portals only. | True |
| Allow Duplicate Task Open? | Determines whether users are allowed to open multiple instances of the same service process during an interaction. Select true to allow CSR to launch the same service process in parallel. For example, opening 3 of the same service processes at the same time during an interaction. Supported in legacy portals only. | True |
| Display Call Volume? | Set the value as true to display the Contact Center Volume alerts gadget on the Pega Customer Service Interaction Portal. | True |
| Call Volume Refresh Rate (sec) | Set the refresh rate in seconds for the Contact Center Volume alerts gadget. | 120 |
| Alert Gadget Refresh Rate (sec) | Set the refresh rate in seconds for the Messages and Alerts gadget displayed on the dashboard. | 120 |
| Call Timer Refresh Rate (sec) | Set the refresh rate in seconds for the interaction call timer in the customer thumbnail. | 1 |
| Pega Customer Service Default To Report Browser? | Set the option as true to display the Report Browser in the Pega Customer Service Interaction Portal, and the Pega Customer Service Account Manager Portal. When the option is set to false, the Analytics tab displays in the above portals. Supported in legacy portals only. | True |
| Refresh Driver Section? | Set the option as true to allow Sections in the Interaction Driver to automatically refresh with certain UI events so the Sections remain “in-context” with the current process. Supported in legacy portals only. | True |
| Populate RDE Report Properties? | Set the option as true to populate the RDE date properties. For example, RDEDay and RDEMonth, are used in Pega Customer Service reports prior to CPM 6.3 SP2. If an implementation does not include any custom reports that use the RDE properties, set the option to false. | True |
| Interaction Task Logging | This setting supports backward compatibility to existing flows that call the CAAddHeaderTask and CALogWorkObject. Set to false to enable backward compatibility. Supported in legacy portals only. | True |
| Inflight Processes Warning During Wrap Up | Set the option as true to trigger a warning message alerting the user that a service process is still in-flight when the button is clicked. Setting this option to false will not trigger the in-flight warning message. | True |
| NBA Adapter Enabled? | Set the option as Local, Remote or None to enable Pega Customer Service to interact with the Next Best Action Marketing application to drive various offers and guidance on the CSR’s Next Best Action. | False |
- Select the Call superclass data transform check box.
The existing application is configured to use DCR.