Modifying call treatment rules
To review and modify the Call Treatment rules from the Pega Call administration landing page, perform the following steps.
- In the header of Dev Studio, click .
- Click the Call Treatment tab to display a list of call
treatment rules, along with the specific circumstance, class, and ruleset
version they apply to.The landing page displays only the call treatment that are rules applicable to offering events. Pega Call includes several call treatment rules that you can use as starting points. The rules are named for the CTI events that trigger processing. Modify the offering call treatment rules.
- To review or modify configuration details associated with a particular call treatment, click Details for the rule.
- To modify the rule, copy it to your application ruleset and then modify it to
suit your needs.
Make sure that the service package that processes CTI events (CTILinkEvent for local CTI links, CTILinkRemoteEvent for remote CTI links) has access to your ruleset.
Note: As of release 8.2, remote links are deprecated and supported only for legacyimplementations.
Ensure that the service packages that processes CTI events (CTIAACCLINKEVENT1 thru CTIAACCLINKEVENT10) have access to your ruleset.
You can circumstance the offering rule to vary call treatment based on a property (for example, pyCallType). A circumstanced rule is included for consultation and transferred calls (pyCallType=CONSULT).
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