CPM 6.1 SP Upgrade Guide · If you are upgrading from a CPM 6.1 release, load this file:...

Upgrade Guide Customer Process Managertrade 61 SP1

18 December 2009

Copyright 2009 Pegasystems Inc Cambridge MA All rights reserved

This document and the software describe products and services of Pegasystems Inc It may contain trade secrets and proprietary information This information should not be disclosed to third parties without the prior written consent of Pegasystems Inc This document and the software are protected by federal copyright law international laws andor applicable treaties

This document is current as of the date of publication only Changes in the document may be made from time to time at Pegasystemsrsquo discretion This document remains the property of Pegasystems and must be returned to it upon request This document does not imply any commitment to offer or deliver the products or services provided

This document may include references to Pegasystems product features that have not been licensed by your company If you have questions about whether a particular capability is included in your installation please consult your Pegasystems services consultant

Other brand or product names are trademarks or registered trademarks of their respective holders

This document is the property of Pegasystems Inc 101 Main Street Cambridge MA 02142-1590 (617) 374-9600 fax (617) 374-9620 wwwpegacom

Customer Process Managertrade Document Release Notes Software Version 61 SP1

Contents

Intended Audience 1

1 Database administrator skills 1

2 PegaRULES Process Commander (PRPC) skills 1

Upgrading to CPM 61 SP1 from a Prior Release 1

1 Verify the PRPC Prerequisites 1

2 Update Tables in the PegaRULES Database 2

3 Import Upgrade System Data 5

4 Load the Upgrade RuleSets 7

5 Import Example Data 8

6 Verify Upgraded RuleSets 9

7 Update the Pega-ProCom Agent 9

8 Update RuleSet Prerequisites Access Groups and Applications 10

9 Extract Rule Utility Libraries 10

10 Update Developer Access Groups 11

11 Set Developer View Preferences to Use the CPM Portal Skin 12

12 Resave Coaching Tips 13

13 Upgrade the PegaCALL CTI Link Server 14

14 Deploy PegaCHAT Components 14

Upgrading the PegaCALL CTI Link Server 15

1 Verify Prerequisites 15

2 Backup and Uninstall the Existing CTILink Server 16

3 Install the PegaCALL CTI Link Server 16

4 Installing the Microsoft SOAP Toolkit 23

5 Completing the IIS SOAP Server Installation 27

6 Installing the PegaCALL ICR Link 28

7 Verify the PegaCALL CTI Link Server EndPoint URL Setting 29

Updating Your Configuration to Work with CPM 61 SP1 (All Upgrades) 30

1 Update End User Portals to Use Portal Wrappers 30

2 Update Portal Icons 31

3 Enable PegaCHAT Components 32

Updating Your 52 Configuration to Work with CPM 61 SP1 34

1 Verify the CPM Dialog Method 34

2 Verify the Use of Adaptive Suggestions 35

3 Update Custom StyleSheets 35

4 Choose the Interaction Navigation Method 36

5 Update PegaCALL Components 38

Updating Your 4x or 51 Configuration to Work with CPM 61 SP1 41

1 Remove Deprecated CPM Portals and RuleSets 41

2 Update Portals 41

3 Reconcile Flow Actions and Reference HTML 44

4 Remove Style References in Harnesses 44

5 Calling the CPM Interaction Driver Flow Action 45

6 Calling your Customized Customer Composite 46

7 Updating the Contact Information Display 47

8 Upgrading to Interactive Charts 48

9 Updating Campaign Scripts 49

10 Using Datasource Rules for Property Selection in Scripts 49

Appendix A CPM Style Changes 50

Appendix B Reference List for Implementing Tabbed Navigation 54

Appendix C Flow ActionHTML Reference List 1

CPM 61 SP1 UPGRADE GUIDE

CONFIDENTIAL 1

Customer Process Managertrade 61 SP1 Upgrade Guide

Intended Audience

This document assumes that the installer has the following skills

1 Database administrator skills

Creating databases and users in the DBMS that will be used for the deployment (Oracle MS SQL Server or DB2 UDB)

Running database scripts in the DBMS that will be used for the deployment (Oracle MS SQL Server or DB2 UDB)

2 PegaRULES Process Commander (PRPC) skills

Using the PRPC Rulebase Utilities (prdbutil)

Using the PRPC System Management Application

Configuring rule forms including harnesses sections and portals

Upgrading to CPM 61 SP1 from a Prior Release

Follow the steps below to upgrade to Customer Process Managertrade (CPM) 61 SP1 (06-01-10) from a prior CPM release This procedure will also update the PegaCALLtrade component For new installations refer the document titled CPM 61 SP1 Installation Guide

1 Verify the PRPC Prerequisites

Before upgrading to CPM 61 SP1 you must first upgrade the following prerequisite

PRPC 55 SP1 (Pega-ProCom 05-05-15) along with the following Hot Fixes which can be found in the PRPCHotfixes directory of your distribution media

- HFIX-2113 ndash Allow Embedding of PRPC Portals in iFrames - HFix-1965 ndash PRPC Support of thread families for Requestor Pages

If you will be upgrading to a use a UTF-8 encoded database you need to perform the steps described in the PDN article referenced below before proceeding with the rest of the CPM upgrade If you are not upgrading to a UTF-8 Encoded database you can skip this step

- httppdnpegacomdevnetprpcv5kb26025asp

Verify that PRPC 55 SP1 has been upgraded correctly before proceeding with the CPM installation


CONFIDENTIAL 2

2 Update Tables in the PegaRULES Database

Run the SQL scripts as directed below to update the CPM and PegaCALL tables in the PegaRULES database If your implementation has changed the table names used by CPM you should modify the SQL scripts as necessary

Oracle -

As the user for your PEGA database and using the tool of your choice (eg sqlplus) run the appropriate scripts in the order given from the UpgradeDDL directory of your CPM distribution media

If you are upgrading from a CPM 61 release run

- CPM_Oracle_upgrade_61_to_61SP1sql

If you are upgrading from a CPM 52 SP4 release run

- CPM_Oracle_upgrade_52SP4_to_61sql - CPM_Oracle_upgrade_61_to_61SP1sql


- PegaAppCA_Oracle_upgrade_52SP3_to_52SP4sql - CPM_Oracle_upgrade_52SP4_to_61sql - CPM_Oracle_upgrade_61_to_61SP1sql

If you are upgrading from a CPM 52 52 SP1 or 52 SP3 release run

- PegaAppCA_Oracle_upgrade_52_to_52SP4sql - CPM_Oracle_upgrade_52SP4_to_61sql - CPM_Oracle_upgrade_61_to_61SP1sql



If you are upgrading from a CPM 4x release run

- PegaAppCA_Oracle_upgrade_4x_to_52SP4sql - CPM_Oracle_upgrade_52SP4_to_61sql - CPM_Oracle_upgrade_61_to_61SP1sql


CONFIDENTIAL 3

MS SQL

As the user for your PEGA database and using the tool of your choice (eg QueryAnalyzer) run the appropriate scripts in the order given from the UpgradeDDL directory of your CPM distribution media


- CPM_mssql_upgrade_61_to_61SP1sql


- CPM_ mssql _upgrade_52SP4_to_61sql - CPM_ mssql _upgrade_61_to_61SP1sql


- PegaAppCA_ mssql _upgrade_52SP3_to_52SP4sql - CPM_ mssql _upgrade_52SP4_to_61sql - CPM_ mssql _upgrade_61_to_61SP1sql


- PegaAppCA_ mssql _upgrade_52_to_52SP4sql - CPM_ mssql _upgrade_52SP4_to_61sql - CPM_ mssql _upgrade_61_to_61SP1sql




- PegaAppCA_mssql_upgrade_4x_to_52SP4sql - CPM_ mssql _upgrade_52SP4_to_61sql - CPM_ mssql _upgrade_61_to_61SP1sql


CONFIDENTIAL 4

IBM DB2

As the user for your PEGA database and using the tool of your choice (eg Command Center) run the appropriate scripts in the order given from the UpgradeDDL directory of your CPM distribution media


- CPM_db2_upgrade_61_to_61SP1sql


- CPM_db2_upgrade_52SP4_to_61sql - CPM_db2_upgrade_61_to_61SP1sql


- PegaAppCA_db2_upgrade_52SP3_to_52SP4sql - CPM_db2_upgrade_52SP4_to_61sql - CPM_db2_upgrade_61_to_61SP1sql


- PegaAppCA_db2_upgrade_52_to_52SP4sql - CPM_db2_upgrade_52SP4_to_61sql - CPM_db2_upgrade_61_to_61SP1sql




- PegaAppCA_db2_upgrade_4x_to_52SP4sql - CPM_db2_upgrade_52SP4_to_61sql - CPM_db2_upgrade_61_to_61SP1sql


CONFIDENTIAL 5

3 Import Upgrade System Data

Follow these steps to load the Upgrade the System Data

a Stop the prweb application

b Access PRPC Rulebase Utilities (httphostnameportprdbutilFirstStepsFirstStepsjsp)

c Select the Upload Application Files link from the Utilities section Select the zip file from distribution media and select Upload (Figure 1) The files must be Uploaded and Imported one at a time in the order given

If you are upgrading from a CPM 61 release load this file

- CPM_61_SP1_UpgradeSystemDatazip

If you are upgrading from a CPM 52 release load the following files in this sequence

- CPM_0502_Upgrade_System_Data_SP4zip - CPM_61_SystemData_Upgradezip - CPM_61_SP1_UpgradeSystemDatazip

If you are upgrading from CPM 51 load the following files in this sequence

- CPM_51_to_52SP1_Upgrade_System_Datazip - CPM_0502_Upgrade_System_Data_SP4zip - CPM_61_SystemData_Upgradezip - CPM_61_SP1_UpgradeSystemDatazip

If you are upgrading from CPM 4x load the following files in this sequence



CONFIDENTIAL 6

d After the upload is complete select the Import PegaRULES Process Commander Application Instances option from the Utilities section Go to the Import Archive tab Select the appropriate entry from the Select File pull down list and Import (Figure 1)

Figure 1 Importing Upgrade System Data


CONFIDENTIAL 7

4 Load the Upgrade RuleSets

Follow the steps below to load the Upgrade RuleSets

Note Upgrade System Data must be imported before RuleSets can be loaded

a If you have not done so stop the prweb application


c Select the Upload Application Files link from the Utilities section Select the zip file from distribution media and select Upload (Figure 2)

- UpgradeRuleSetsAndDataCPM_61_SP1_Ruleszip

d After the upload is complete select the Import PegaRULES Process Commander Application Instances option from the Utilities section Go to the Import Archive tab Select the CPM_61_SP1_Ruleszip entry from the Select File pull down list and Import (Figure 2)

Figure 2 Importing the Upgrade RuleSets


CONFIDENTIAL 8

5 Import Example Data

This step loads example knowledge content coaching tip and dialog association data

Note Example data cannot be imported until RuleSets have been loaded

a Access PRPC Rulebase Utilities (httphostnameportprdbutilFirstStepsFirstStepsjsp)

b Select the Upload Application Files link from the Utilities section Select the zip file from distribution media and select Upload (Figure 3)

- UpgradeRuleSetsAndDataCPM_61_SP1_ExampleDatazip

c After the upload is complete select the Import PegaRULES Process Commander Application Instances option from the Utilities section Go to the Import Archive tab Select the CPM_61_SP1_ExampleDatazip entry from the Select File pull down list and Import (Figure 3)

Figure 3 Importing Example Data


CONFIDENTIAL 9

6 Verify Upgraded RuleSets

The following lists the highest level version for each RuleSet loaded by the upgrade process Verify that your upgraded system includes the following RuleSets If your system does not contain these RuleSets step 5 of this upgrade procedure was not successfully completed

a Restart the prweb application

b Log into the system as CASysAdmin (password is install) and verify that the correct RuleSets were loaded

PegaApp RuleSets

- PegaApp 06-01-10

PegaCALL RuleSets

- Pega-CTI 06-01-10 - PegaAppCTI 06-01-10 - MyCoCTI 06-01-01

PegaCHAT RuleSets

- Pega-ChannelServices06-01-01 - Pega-Chat06-01-01

CPM RuleSets

- PegaAppCA06-01-10 - MyCoCA 06-01-10

7 Update the Pega-ProCom Agent

Starting in PRPC 55 SLA processing changed and your Pega-ProCom instance of Data-Agent-Queue should no longer reference the PegaAppAgent Access Group

a Logged into the system as CASysAdmin (password is install) and access the Pega-ProCom instance of Data-Agent-Queue (Figure 4) On the Security tab remove PegaAppAgent from the AccessGroup field

b Save the instance

Figure 4 Pega-Procom Instance of Data-Agent-Queue


CONFIDENTIAL 10

8 Update RuleSet Prerequisites Access Groups and Applications

Update your site-specific RuleSet pre-requisites to use the PegaAppCA and MyCoCA 06-01-10 RuleSets Update your site-specific Access Groups and Application instances to reference the CPM or MyCoCA 060102 Applications

If you have installed CPM or PegaCALL hot fix RuleSets to your implementation (prefixed by PegaAppCTI-Hfix or PegaAppCA-Hfix) they can be removed from your access group

9 Extract Rule Utility Libraries

This step extracts rule utility libraries

a Select Tools gt System Management Application to access the PRPC system management application for your system Select the Rule Utility Library Extractor link from the Administration options and click the Extract Libraries button

b Wait until you receive the ldquoSuccessfully extracted Rule Utility Libraryrdquo message before continuing This may take several minutes (Figure 5)

Figure 5 Extracting the Rule Utility Libraries


CONFIDENTIAL 11

10 Update Developer Access Groups

Note If you are upgrading from CPM 61 you can skip this step

A new portal FrameworkDeveloper was introduced with CPM 61 in order to provide developers access to CPM and PegaCALL utilities and functions The standard CPM system administrator access group (CASysAdmin) has been updated to use this new portal however you should update any site-specific developer access groups to use the new portal

On the Settings tab of your site-specific access group instance change the Default Portal Layout to use the FrameworkDeveloper portal as shown in Figure 6 Additionally remove the CTIDeveloperPortal from your list of secondary portal layouts if applicable

Figure 6 Updating Developer Access Groups


CONFIDENTIAL 12

11 Set Developer View Preferences to Use the CPM Portal Skin


In order for developers to view CPM user portals properly (launched from File Open Portal or through rule preview functions) they must set their individual preferences to use the CPM portal skin

a For the default CPM developer login CASysAdmin (password=install) and all other developer IDs perform the following procedure Select Edit Preferences Within the General Preferences area choose the CPM skin as the View option (Figure 7)

b Select Save

Figure 7 Setting the Developer View Preference


CONFIDENTIAL 13

12 Resave Coaching Tips

Note If you are upgrading from CPM 61 or if your implementation does NOT (or will NOT) use coaching tips you can skip this step All others must perform this step

a Access the Data-Admin-DB-Table instance for PegaCA-Admin-CoachingTips as shown below Resave the table definition instance (Figure 8)

Figure 8 Coaching Tips

b Access the PRPC Resaver Utility (httphostnameportprdbutilResaver)

c Enter PegaCA-Admin-CoachingTips in the class name category as shown below Select the Resave button to resave the coaching tip data instances (Figure 9)

Figure 9 Resaver Utility


CONFIDENTIAL 14

13 Upgrade the PegaCALL CTI Link Server

If your implementation uses the PegaCALL CTI Link (PBX Link) Server to integrate with your companyrsquos telephony environment follow the instruction in the section titled Upgrading the PegaCALL CTI Link Server

14 Deploy PegaCHAT Components

If your implementation will use PegaCHAT you must deploy the PegaCHAT jar file This jar contains the Java interfaces required for PegaCHAT to communicate with Smack and OpenFire Deploy the jar file by completing the following steps

a Copy the UpgradeExternalComponentspegactienginejar file to the following folder

- prwebWEB-INFlibpega

b Restart the application server

Refer to the PegaCHAT 61 SP1 Implementation Guide for additional configuration procedures necessary to implement PegaCHAT


CONFIDENTIAL 15

Upgrading the PegaCALL CTI Link Server

Note for Genesys Implementations Prior to installing the PegaCALL CTI Link Server you must first copy Genesys libraries to the Windows server where you will install the PegaCALL CTI Link Server Copy the following Genesys files into the CWINDOWSSystem32 directory

- common_MDdll

- tlib_MDdll

1 Verify Prerequisites

Before installing or upgrading the PegaCALL CTI Link Server verify that you have

a Prepared the telephony environment

Installed the CTI platform (Cisco Aspect Genesys or Envox)

Configured appropriate routing points queues and telephone sets

Placed a test call to confirm that the CTI platform successfully connects to and receives messages from the PBXACD

b Prepared the network environment

Verified network connectivity between the CTI platform and the windows server on which you plan to install the PegaCALL CTI Link Server

Verified network connectivity between PRPC and the Windows server on which you plan to install the PegaCALL CTI Link Server

c Prepared the SOAP Server environment (Microsoft Internet Information Services (IIS) installs only)

Verify that IIS is installed on the server that will be running CTI Link If the machine does not already have IIS installed contact your system administrator to install the IIS software

Verify that the machine is configured to allow VB Scripts to execute

Verify that you have access to the Windows Command Line interface

d Know the location of the default directory for the CTI Link Server as specified during the automated CTI Link installation process


CONFIDENTIAL 16

2 Backup and Uninstall the Existing CTILink Server

As a precaution back up the PegaCALL CTI Link Server configuration file (pegaini file) to another directory outside of the PegaCALL directory path The upgrade procedure should not overwrite your pegaini configuration file

Remove the current PegaCALL CTI Link Server From the Windows Start Menu or Control Panel select the Windows Add or Remove Programs function Select PegaCALL from the program list and remove the program

Using the Windows Add or Remove Programs function verify that Microsoft SOAP Toolkit 30 and White Mesa SOAP Server v32 are installed If your installation has prior versions remove them using the Windows Add or Remove Programs function New versions will be installed along with the PegaCALL CTI Link Server

Reboot the Windows server

Following installation of the PegaCALL CTI Link Server verify that your existing pegaini configuration file is present in the installation directory you specified or copy the back-up copy of the file (from step a) into your installation directory

3 Install the PegaCALL CTI Link Server

The installation program for the PegaCALL CTI Link Server also installs the Microsoft SOAP Toolkit and will also install the White Mesa SOAP Server or configure IIS as the SOAP Server based on selections made during the install process If you already have these components installed the CTI Link server installation process skips several steps

a Double-click PegaCALLInstallerexe to start the InstallShield Wizard Click next on the Welcome Screen shown in Figure 10

Figure 10 PegaCALL InstallShield Welcome Screen


CONFIDENTIAL 17

b Read the license agreement and click the radio button for ldquoI accept the terms of the license agreementrdquo as shown in Figure 11

Figure 11 License Agreement Screen

c Click Next

d Specify the directory in which to install PegaCALL as shown in Figure 12

Figure 12 PegaCALL Select Directory Screen

e Click Next


CONFIDENTIAL 18

f Click the radio button for ldquoPegaCALL for PegaRULESrdquo as shown in Figure 13

Figure 13 Choose the Installation Type Screen

g Click Next

h Click the radio button for the CTI vendor that you plan to integrate with PegaCALL as shown in Figure 14

Figure 14 Select Vendor Screen

i Click Next The White Mesa Introduction screen appears To continue the installation follow the instructions below for installing White Mesa SOAP Server


CONFIDENTIAL 19

j Installing the SOAP Server

If Microsoft Internet Information Services (IIS) installed on the machine where CTILink will be installed you will be prompted to select either IIS or White Mesa as your CTILink SOAP Server (Figure 15)

If IIS is not detected you will see the White Mesa introduction screen as shown in Figure 16

Figure 15 SOAP Service Selection Screen

k Select either IIS or White Mesa as the SOAP Server

Figure 16 White Mesa Introduction Screen

l Click lsquoNextrsquo

If IIS was selected in step 2j proceed to step 5 (Installing the Microsoft SOAP Toolkit)


CONFIDENTIAL 20

m Click Next on the White Mesa Welcome screen shown in Figure 17

Figure 17 White Mesa Welcome Screen

n Read the license agreement and click the radio button for ldquoI Agreerdquo as shown in Figure 18

Figure 18 White Mesa License Agreement Screen

o Click Next


CONFIDENTIAL 21

p Specify the directory in which to install White Mesa as shown in Figure 19

Figure 19 White Mesa Select Directory Screen

q Click the radio button for ldquoEveryonerdquo to make the White Mesa software available to everyone who uses the computer

r Click Next

s Click Next on the White Mesa confirmation screen shown in Figure 20

Figure 20 White Mesa Confirmation Screen

Installing the software takes a few moments The installation program displays progress bars during the process


CONFIDENTIAL 22

t Click Close on the Installation Complete screen shown in Figure 21

Figure 21 White Mesa Installation Complete Screen

u To continue the installation follow the instructions below for installing the Microsoft SOAP Toolkit

Note Default White Mesa SOAP Service Port If you have an existing Web Server installed on the same server as the PegaCALL CTI Link Server you will need to change the default listening port for the White Mesa SOAP Server as follows 1 Locate the wmss-configxml file located in the folder where the SOAP server was installed 2 Change the following entry to your desired port ltlistenPortgt80ltlistenPortgt 3 Restart the White Mesa SOAP server if it is currently running


CONFIDENTIAL 23

4 Installing the Microsoft SOAP Toolkit

a Click Next on the Microsoft SOAP Toolkit introduction screen as shown in Figure 22

Figure 22 Microsoft SOAP Toolkit Introduction Screen

b Click Next on the SOAP Toolkit Welcome screen shown in Figure 23

Figure 23 SOAP Toolkit Welcome Screen


CONFIDENTIAL 24

c Read the license agreement and click the radio button for ldquoI accept the terms in the License Agreementrdquo as shown in Figure 24

Figure 24 SOAP Toolkit License Agreement Screen

d Click Next

e Enter your username and organization in the Customer Information window as shown in Figure 25

Figure 25 SOAP Toolkit Customer Information Screen

f Click Next


CONFIDENTIAL 25

g Click Install to install the complete Microsoft SOAP Toolkit as shown in Figure 26

Figure 26 SOAP Toolkit Custom Setup Screen

Installing the software takes a few moments The installation program displays progress bars during the process Click Finish to close the Wizard as shown in Figure 27

Figure 27 SOAP Toolkit Completing Wizard Screen


CONFIDENTIAL 26

h Confirm the installation information and click Install as shown in Figure 28

Figure 28 PegaCALL Summary Information Screen

i Click Finish to close the InstallShield Wizard as shown in Figure 29

Figure 29 PegaCALL Installation Complete Screen


CONFIDENTIAL 27

5 Completing the IIS SOAP Server Installation

If you are using the Microsoft Internet Information Services (IIS) SOAP server follow the installation instructions as described in this section after the installer finishes

a Ensure the following files are installed in the PegaCALL directory that was designated during the automated installation process

- PGLinkServicewsdl - PGLinkServicewsml - ServerRequestwsdl - ServerRequestwsml - ServiceRequestwsdl - ServiceRequestwsml

b Grant the account IUSR_ltcomputerNamegt Windows administrative access

In the Component Services window select Console Root gt Component Services gt Computers gt My Computer gt DCOM Config The CTI Link DEFAULT instance is located here

Right click and select Properties In the Security tab under Launch and Activation Permissions choose the Customize radio and then click the Edit button

Add IUSR_ltComputerNamegt and grant lsquoLocal launchrsquo and lsquoLocal Activationrsquo permissions For example if the computer is named TestMachine1 then the account that IIS uses is usually IUSR_TestMachine1

See Chapter 7 in the PegaCALL for PegaRULES 61 Configuration and Operations Guide for instructions on starting the IIS SOAP server as a Windows service


CONFIDENTIAL 28

6 Installing the PegaCALL ICR Link

The PegaCALL ICR Link is only used in the Cisco environment If you selected to install the ICRLink software you will need to run the configuration utility This can be found installed in same directory path where CTILink was installed under PegaCALLCiscoICR To configure the ICR Link follow these steps

a Navigate to the ICR directory in the path where CTILink was installed This should be located in the directory PegaCALLCiscoICR

b Run the configureexe utility by double clicking it

c Configure the parameters displayed in Figure 30

PegaCall URL - Specify the URL for the PRPC SOAP Servlet (typically httphostnameportapplicationPRSOAPServlet )

Cisco Listening Port ndash Enter the host name and port number that the Pega ICRLink will use to listen for requests from the ICR This must match the settings configured in your Cisco Application Gateway Script Node

Controller Listening Port ndash do not change unless directed to do so by Pega Global Support

Debug Level ndash default value is 6 Higher values will provide a greater level of detail to debug messages in the ICRLink log files

Pega Command Variable ndash Select the CTI variable that will be used to pass the SOAP Service Method requested by the Cisco Application Gateway If not set the default method is lsquoRoutersquo

Figure 30 - ICR Configuration


CONFIDENTIAL 29

7 Verify the PegaCALL CTI Link Server EndPoint URL Setting

If you are upgrading from PegaCALL 4x or 51 you must update the PegaCALL CTI Link Server definitions EndPoint URL setting The new format requires the server name followed by ldquoPegaCallrdquo in the Endpoint URL setting

You can change your settings by selecting the PegaCALL PegaCALL Utilities Edit Link Servers option from the Frameworks menu within the FrameworkDeveloper portal

httpservernamePegaCall

Verify that all your CTILink servers conform to this format


CONFIDENTIAL 30

Updating Your Configuration to Work with CPM 61 SP1 (All Upgrades)

Note All customers who are upgrading to CPM 61 SP1 from a prior CPM release should perform the steps in this section

If you are upgrading from CPM 52 you must also perform the additional procedures described in the section Updating Your 52 Configuration to Work with CPM 61 SP1

If you are upgrading from CPM 4x or 51 you must also perform the additional procedures described in the section Updating your 4x or 51 Configuration to Work with CPM 61 SP1

1 Update End User Portals to Use Portal Wrappers

CPM 61 SP1 has introduced new portal ldquowrappersrdquo for all end user portals The new portals wrap the CPM end user portals in order to provide multiple session capability for PegaCHAT users Standard CPM access groups have been updated to use these new portal wrappers

If your access groups use the standard CPM Portals and you plan to use PegaCHAT for those access groups update the access groups to use the new wrapper portal definitions as shown below

Access Group CPM End User Portal Change to CPM Wrapper Portal

CACSR CACSRPortal CPMCSRPortal CAManager CAManagerPortal CPMManagerPortal CASalesRep CASalesRepPortal CPMSalesRepPorta CASalesManager CASalesManagerPortal CPMSalesManagerPortal

If you have customized the standard CPM end user portals and also plan to use PegaCHAT you must update your custom portals to include the portal wrapper function Modify your custom portal as shown in Figure 31 to

bull Change the type from ldquoUserrdquo to ldquoCustomrdquo

bull Specify the activity ShowPegaChatPortal

bull In the parameters area specify your custom portal in the HomePortal field and specify CAChatSessionPortal in the ChatSessionPortal field

Figure 31 Updating Custom Portal

Refer to the PegaCHAT 61 SP1 Implementation Guide for additional details on the PegaCHAT portals


CONFIDENTIAL 31

2 Update Portal Icons

CPM 61 SP1 updated the HTML rule CAPortalTitleBarUser to include a new portal icon that enables access to PegaCHAT controls as shown below (Figure 32)

Figure 32 Portal Icons

If your site will not use PegaCHAT customize this rule to remove the PegaCHAT icon

If you have previously modified this fragment and plan to use PegaCHAT you will need to modify your version of the rule to include chat icon as shown in Figure 33 Note that if you are upgrading from a CPM 4x or 51 release you will first need to modify your portals to incorporate the portal icons as described in the Updating your 4x or 51 Configuration to Work with CPM 61 SP1 section of this document

Figure 33 HTML Rule for Chat Icons


CONFIDENTIAL 32

3 Enable PegaCHAT Components

If your implementation will use PegaCHAT there are several configuration procedures that must be performed in order for PegaCHAT to be incorporated into your customized implementation Use the following steps as a guide and review the PegaCHAT 61 SP1 Implementation Guide for additional details on these items

Add a Site-Specific Chat Interaction Class

Create a site-specific chat interaction class that inherits from the PegaCA-Work-Interaction-Chat class

Update the Main Interaction Flow

Copy the CAInteraction flow from the PegaCA-Work-Interaction-Chat Class into your custom RuleSet and modify as needed to match your site-specific search processes

Update Composite Activities to Include Chat Interactions

Several composite activities have been updated to include chat interactions in the composite If any of the following rules in your site-specific RuleSets have been updated review and update the activities to ensure that chat interactions can be seen from the composite section of the user interface

- CAInteractionsByAccountNumber - CAInteractionsByContactID - CAInteractionByBusinessUnit - CAInteractionsByAccountOwner

Update Customized Interaction Search Functions

If you have customized the interaction search capability available through the composite display you will need to update the CAInteractionSearchType HTML rule to add Chat as an option

Update the Chat Perform Harness

If you have customized the Perform Harness used in CPM (PegaCA-WorkPerform) you may need to make similar customization to the chat perform harness PegaCA-Work-Interaction-ChatPerform (Figure 34) You must also include the following scripts on the lsquoScripts and Stylesrsquo tab of the harness rule

- CAEventMgmt - ChatFrequentSayingManager - ChatSetAssociatedWorkDataServiceItem - ChatSetOnFocusCallBack

Figure 34 Perform Harness for Chat Interactions


CONFIDENTIAL 33

Update the Chat Screen Pop UI Pre-fetch and Activities

Update the chat screen pop section pre-fetch activities and other associated activities to include your data For more details see the PegaCHAT 61 SP1 Implementation Guide

Note Ensure that your user desktops load the most recent version of the screen pop control 6101 If allowed the ActiveX will load automatically the first time a portal is loaded that includes a reference to the control

Verify Custom Interaction Reports

If you have created or customized any reports that provide details by Interaction type you should test these to ensure that they include chat interactions The reports shipped with CPM will include these automatically

Update References to New Top-Level Page

All references to the page pxRequestorCAHarnessInfo have been changed to a top level page called CAHarnessInfo (in the PegaCA-HarnessInfo class) to prevent data collisions between sessions You will need to update any references to this page in your site-specific rules to the new top level page

Update Custom Stylesheets to Include PegaCHAT styles

CPM stylesheets were modified in release 61 SP1 to support PegaCHAT If your site has overridden standard CPM stylesheets in your sitersquos RuleSets you many need to duplicate these changes in order for your application to display properly Refer to Appendix A of this document for a list of changes to styles in CPM 61 and later releases

Configure Frequent Sayings

Frequent Sayings are pre-configured phrases and text that can be pushed to a customer by a CSR during a chat interaction CPM provides some pre-configured samples as part of the MyCoCA RuleSet After installing PegaCHAT you will need to configure Frequent Sayings in your site-specific RuleSets to use this feature Refer to the PegaCHAT 61 SP1 Implementation Guide for details on how to configure Frequent Sayings


CONFIDENTIAL 34

Updating Your 52 Configuration to Work with CPM 61 SP1

If you are upgrading from CPM 52 these procedures must be performed in addition to the procedures described in the section Updating Your Configuration to Work with CPM 61 SP1 (All Upgrades)

1 Verify the CPM Dialog Method

CPM 61 introduced an additional method of dialog scripting that works at the flow-action level If a user selects multiple flow actions within an assignment the dialog script is changed accordingly This method has an additional advantage of not requiring specialized assignment rules to be used when creating flows nor HTML instances to be created by the developer This new dialog method is now the default dialog method beginning with CPM 61

If you choose to use the new flow-action based dialog method you will need to create new dialog scripts for each of your processes Refer to the Configuration Tools topic within the CPM 61 User Guide for information on creating dialogs You will also need to modify your migration procedures to include dialog association data in addition to rule data Refer to the CPM 61 Implementation Guide for more details

If you choose to continue to use the assignment-based dialog method and retain your previous scripts you must change the default system setting for dialog method by performing the following procedure From the Find rule gadget enter CADeclareCompatibility (PegaCA-Admin-Compatibility) Select the activity instance and save it to your RuleSet (Figure 35) Update the activity to refer to the 05-01-01 dialog method instead of the 06-01-01 method

Figure 35 Selecting the Dialog Method


CONFIDENTIAL 35

2 Verify the Use of Adaptive Suggestions

Beginning with release 61 CPM captures usage information about tasks and offers as well as contextual snapshot information for each interaction This data is used within the CPM adaptive suggestions feature

By default this feature is turned on in CPM 61 SP1 If you do not wish to use adaptive suggestions and wish to globally turn off collection of intent usage and interaction snapshot data perform the following procedure

In the find gadget type CAUseFreqScoring (Figure 36) Select the When instance and save it to your RuleSet Change the When value in the Conditions tab to false

For more information on using the CPM Adaptive Suggestion feature refer to the CPM 61 Implementation Guide

Figure 36 Adaptive Suggestions Setting

3 Update Custom StyleSheets

CPM stylesheets were modified in release 61 to support PRPC 55 and new CPM features as well as PegaCHAT If your site has overridden standard CPM stylesheets in your sitersquos RuleSets you many need to duplicate these changes in order for your application to display properly Refer to Appendix A of this document for a list of changes to styles in CPM 61 and later releases


CONFIDENTIAL 36

4 Choose the Interaction Navigation Method

Starting with the CPM 61 release two navigation models that determine the display a user sees during customer interactions are supported Classic and Tabbed Refer to the CPM 61 User Guide for more information on each navigation method You can choose to use one or both navigation methods depending on your sitersquos requirements

To control which navigation method is used

As shipped CPM 61 SP1 allows end users to choose the interaction navigation method they prefer Users can make this selection using the User Preference control See Selecting User Preferences in the CPM 61 User Guide

Figure 37 User Navigation Preference

User-level control is implemented by the UpdateNavigation privilege This privilege is included in all standard CPM roles (example PegaCACSR) To disallow users from determining their own navigation method delete the UpdateNavigation privilege from the user role Conversely to allow user selection of navigation method add the privilege to any new roles created for your implementation

Figure 38 Update Navigation Privilege

You can also configure CPM to make the choice of navigation method a system-determined function rather than a user-selected preference Refer to Chapter 3 Modifying the CPM User Interface of the CPM 61 Implementation Guide for details


CONFIDENTIAL 37

To update your custom configuration for the Tabbed Navigation methods

Your custom configuration will continue to work using the Classic navigation method If you wish to also use the Tabbed navigation method you must modify your configuration

Update user portals

The portal gadgets CAContactAndNotes and CAInteractionLogGadget previously defined in the narrow columns of all CPM user portals (CPM 52 and higher) have been replaced with a single gadget CAGadgetLeft This new gadget supports both Classic and Tabbed navigation modes and replaces the prior gadgets

Figure 39 Replacing Portal Gadgets

Create Tabbed navigation customer composite harnesses

The CPM Tabbed navigation method determines which customer composite tabs to display via configuration in the Interaction Driver rule A new harness must be configured for each tab in the Tabbed navigation customer composite display These new harnesses can re-use sections you use in your current Classic navigation composite harness (CAComposite) Refer to the topic Customizing the CPM Composite in the CPM 61 Implementation Guide for more information on configuring the customer composite for Tabbed navigation


CONFIDENTIAL 38

Update other custom configuration components

While many CPM rules including interaction driver rules dialog rules activities and most sections can be re-used between both Classic and Tabbed navigation methods some CPM components such Perform harnesses and interaction flows required changes in order to display screens properly and manage work start and transition CPM uses two when rules to conditionalize processing CATabbedNavigation and CANotTabbedNavigation

Appendix B lists the rules that were modified in CPM to support Tabbed navigation If you have overridden these rules in your custom RuleSets or used these rules as a basis for your custom configuration you will need to add similar conditional logic in order to implement Tabbed navigation Use the CPM rules listed as a guide for modifying your custom configuration to support Tabbed navigation

5 Update PegaCALL Components

If your implementation uses PegaCALL there are a number of configuration changes that must be completed in your site-specific RuleSets In addition there are a number of new features that may be useful in your environment Review the PegaCALL 61 SP1 Release Notes and the PegaCALL 61 Configuration and Operations Guide for more details on these features

Update the CTI Service Package

The CTI Service Package references the CTIService Access Group You should verify that this access group to include your site-specific CTI rulesets and the PegaCALL application or the CPM Application if being used with CPM

Set Global CTI Settings

PegaCALL 61 references Declare Pages for global CTI settings See Chapter 2 of the PegaCALL Configuration and Operations guide for details on these global settings You must define the global settings for your environment after the upgrade

Update references to the PegaCALL ScreenPopControl ActiveX Control

In previous versions of PegaCALL references to the Screen Pop ActiveX were embedded as ltOBJECTgt tags in HTML rules (such as ldquoCAPortalTitleBarUserrdquo in CPM)

In your site specific rulesets wherever the Screen Pop control is referenced update the references and replace the entire ltOBJECTgthellipltOBJECTgt section in the HTML with

ltpegainclude name=ScreenPopControl type=Rule-HTML-Property gt

This reference is dependent on the Global CTI Settings defined in Step 2


CONFIDENTIAL 39

Update Screen Pop UI

Screen Pop activities in previous versions of PegaCALL called multiple HTML rules depending on the data available to PRPC at the time of the call (AppPopAccountContact AppPopAccount AppPopContact or AppPop) The screen pop activity (AppDisplayPopData) now directly shows a harness rule (AppPopCall) The harness contains a section (AppPopCall) that then displays or hides other sections based on what data is available

If your implementation uses any of the PegaCALL screen pop HTML rules or harnesses the sections they reference should be added to the AppPopCall section in your rulesets to display appropriately

Review and Update the AppDisplayPopData Activity

Once you have updated the screen pop UI rules review your implementation to determine if the PegaApp-ScreenPop-CTIScreenPop AppDisplayPopData Activity has been customized in your site-specific rulesets If you have customized this to display different HTML rules based on call data you should use the PegaCALL 61 version after making the screen pop UI changes in Step 4 You may need to review other customizations you have made to AppDisplayPopData

Migrate custom-call attached data properties into the PegaApp-CTI-Call pyDefault model

If you attach custom call data to calls in your environment and you use Genesys or Cisco the mapping of call data variables is defined by the PageData XML Parse Rule To upgrade to PegaCALL 61 you must create mapping entries in the lsquopyOfferingrsquo model rule in your call class

If you have created a custom call class use the model rule lsquopyOfferingrsquo in your class

If you have not created a custom call class

If you are using PegaCALL without CPM the model rule is lsquopyOfferingrsquo in the PegaApp-CTI-Call class

If you are using PegaCALL with CPM the model rule is lsquopyOfferingrsquo in the PegaCA-CTI-Call class

There are two ways to create the new mapping


CONFIDENTIAL 40

i Manually create the mapping by saving pyOffering into your CTI RuleSet and specifying the mappings as shown below

Figure 40 Create New Mapping

Call data values for Cisco (ECC) and Genesys (UserData) are attached to the call event as a value group called NamedVariables You can map the individual properties by referencing them as CTIEventNamedVariables(ldquoVariableNamerdquo) as shown in the screenshot above

ii Run the PegaCALL Configuration Wizard and generate a test call The wizard should be able to detect your call properties allow you to select the ones that you wish to map and create the model rule for you The wizard is detailed in the PegaCALL 61 Configuration and Operations guide

Once you have completed the mapping verify that all properties that you require in your userrsquos call page are included in the model


CONFIDENTIAL 41

Updating Your 4x or 51 Configuration to Work with CPM 61 SP1

If you are upgrading from CPM 4x or 51 these procedures must be performed in addition to the procedures described in these sections



1 Remove Deprecated CPM Portals and RuleSets

a The following CPM portals have been deprecated and should not be used with any CPM 52 or later release Functions available from these portals can be accessed through the Framework Developer portal Remove references to the following portals from your Access Groups

CADevPortal (access to the CPM Service Process Accelerator from this portal is now available from the Run Process menu option from the PRPC Developer portal)

CASysAdminPortal

CTIDeveloperPortal

b If your site previously used CPM with PRPC Metal portal skins remove the PegaCAMetal RuleSet from your access group

2 Update Portals

Update custom portals or copies of CPM portals saved in your RuleSet as follows

Change portals to use the CPM Portal Skin

Modify the Skins tab of your portal rules to specify the new CPM skin (Figure 41) Note that you must select User as the Type of portal User portals do not allow for a utilitiestools gadget that have been used for CTI Toolkit Reference Materials and Location finder utilities in prior releases See below for relocating these functions within your portals

Figure 41 Referencing the CPM Portal Skins


CONFIDENTIAL 42

Incorporate Utility Functions as Portal Icons

Utility functions that were previously located in the Utilities gadget (lower left corner of user portals) have been relocated mdash these functions are now available as portal icons on the top right portion of user screens (Figure 42)

Figure 42 CPM Portal Icons

To incorporate these icons into your portals insert CAUserPortalFragment in the narrow pane entry of the Include Fragments section of the Options tab within the portal rule as shown in Figure 43 If your implementation does not use all of these utilities refer to the CPM 61 Implementation Guide topic Adding and Removing CPM Portal Icons

Figure 43 Incorporating CPM Utilities as Portal Icons


CONFIDENTIAL 43

Update portals with replacement gadgets

Replace the CAContactInformationGadget CAPriorityNoteGadget and CAInteractionGadget entries in the narrow column with a single gadget named CAGadgetLeft This new entry should have a blank value in the Gadget Tile column (Figure 44) The CAGadgetLeft gadget supports both Classic and Tabbed Navigation methods

Replace the Worklist gadget in the wide column with WorklistExpandContract and un-check the Custom box for that row (Figure 44)



CONFIDENTIAL 44

3 Reconcile Flow Actions and Reference HTML

Starting in CPM 52 most flow actions were modified to use auto-generated layouts In prior releases these flow actions called custom reference HTML instances (Figure 45) If your implementation overrides the CPM HTML instances in your RuleSet but does not also override the calling Flow Action rule your customizations will be superseded by CPM unless you perform the following procedure

Refer to Appendix C of this document for a list of Flow Actions and associated reference HTML instances If you have a copy of a reference HTML instance in your RuleSet verify that you also have a copy of the calling Flow Action in your RuleSet If you do not copy the 05-01-01 version of the Flow Action from the PegaAppCA RuleSet into your custom RuleSet

Figure 45 Reference HTML Called from Flow Actions

4 Remove Style References in Harnesses

In order for your Harnesses to use the new CPM portal skin you must delete any styles referenced on the Styles tab of your Harness rules (Figure 46)

Figure 46 Style References in Harness Rules


CONFIDENTIAL 45

5 Calling the CPM Interaction Driver Flow Action

If your implementation has overridden the CAInteractionDriver flow you must modify your flow to use the new CPM Interaction Driver flow action using the procedure below If your site has not overridden this flow you can skip this step as you will automatically inherit these changes

To call the new Interaction Driver flow action replace references to the CASelectIntent flow action with the CAInteractionDriver flow action as shown in Figure 47 If you have copied this flow to multiple classes make sure to change the flow in each class

Figure 47 Referencing the CAInteractionDriver Flow Action

Starting with release 52 CPM can display images along with each suggested process in the new Interaction Driver to provide users with a visual cue as to the reason a suggestion is made by the system To add images to suggestions in your custom configuration refer to the Suggesting or Queuing Business Processes topic in the CPM 61 Implementation Guide


CONFIDENTIAL 46

6 Calling your Customized Customer Composite

Beginning with CPM 52 the Customer Composite display was modified to use auto-generated HTML sections called from a Harness rule In prior releases the Customer Composite display was comprised of custom HTML instances In order for CPM to use the customizations you have made to your Customer Composite display (CACompositeInfo HTML) you must perform the following procedure

a Save a copy of the CADisplayComposite activity from the PegAppCA RuleSet into your RuleSet

b Comment out the Show-Harness step of the activity (Figure 48)

c Add a Show-HTML step to the activity that references the CACompositeInfo HTML stream and the COMPOSITE HTML frame (Figure 48)

Figure 48 Modifying the CADisplayComposite Activity


CONFIDENTIAL 47

d Modify your custom CACompositeInfo HTML instance to call CADisplaySection instead of DisplaySection as shown in Figure 49

Figure 49 Updating the CACompositeInfo HTML Instance

If you are upgrading from a CPM 4x release and see duplicate composite sections or no composite sections following your upgrade refer to the CPM 51 Release Notes document available on the Pega Developer Network for information on changes in prior releases that you may need to make to your configuration

If you wish to modify your custom Customer Composite display to use a harness and auto-generated sections reference the CAComposite harness within the PegaAppCA RuleSet as a guide for configuration Customer Composite views that use harnesses are able to display information in a tabbed format or in collapsible sections

7 Updating the Contact Information Display

If you have made changes to the CAContactInformation HTML instance (baseclass) that is displayed in the left panel during customer interactions these changes will be superseded by the new CPM contact gadget Copy your customizations into the CAContactInfo HTML instance


CONFIDENTIAL 48

8 Upgrading to Interactive Charts

Beginning with CPM 52 all summary view rules that include charts were modified to use new PRPC Interactive Charts (requires Adobe Flash 9) as shown in Figure 50 Your custom charts should continue to function properly however if you wish to upgrade them

Refer to the CPM 61 User Guide for information on using the report wizard to configure Interactive Charts Interactive Charts can also be configured directly from the Summary View rule mdash refer to the PRPC Developer Help for additional instructions

Interactive Charts called via an HTML rule mdash the HTML rule will need to be modified to call the chart properly Refer to the CAGraphsForManager HTML instance within the PegaAppCA RuleSet as a guide for calling Interactive Charts from HTML

Interactive Charts called via a Model mdash the model will need to be modified to call the chart properly Refer to the CAInteractionsReports model within the PegaAppCA RuleSet as a guide for calling Interactive Charts from models If you are upgrading from a CPM 4x release refer to the topic titled Adding Custom Reports to CPM Report Gadgets in the CPM 61 Implementation Guide for additional information on using models to display reports within portal gadgets

Interactive Charts are cached to improve performance To modify the timeout period for Interactive Charts refer to the CPM 61 Implementation Guide

Figure 50 Interactive Charts


CONFIDENTIAL 49

9 Updating Campaign Scripts

In order for campaign and objection handling scripts to display properly in CPM releases you must modify them to remove unnecessary HTML formatting Note that you must make these modifications manually Modifying the script using the campaign wizard will not remove the formatting This change is not necessary for dialog scripts They will continue to display properly without modification

a Remove all formatting included within the HTML records prior to and following the innermost lttablegt definition (see Figure 51)

b Remove all references to bgcolor= included within the HTML (Figure 52)

Figure 51 Campaign Script Prior to Modification

Figure 52 Campaign Script After Modification

10 Using Datasource Rules for Property Selection in Scripts

Beginning with release 52 CPM uses Datasource rules to determine which properties a user can select to insert in dialog and campaign scripts If you previously modified the CAUpdateDialog HTML to enable user to select custom properties remove this record from your custom RuleSet Refer to the CPM 61 Implementation Guide topic on Defining Reference Properties with Dialog Scripts for information on how to configure Datasource rules


CONFIDENTIAL 50

Appendix A CPM Style Changes

The following changes were made in the CPM 61 SP1 style sheets to support the PegaCHAT feature If you have overridden the standard CPM style sheets you may need to make similar changes to your custom configuration in order for your application to display properly

CSS Name Style Reason for change

desktop_cpm iconChatStatus_Available iconChatStatus_Unavailable iconChatStatus_Loggedout

New styles included for PegaCHAT features

PegaChat framePRPC frameChat yui-skin-pega chatWindowPanel chatWindow hdCustomer divChatLog divChatLog introText divChatLog chatText divChatLog prptAgent divChatLog prptCust divChatArea divChatButtons divFreSaying divSend divChatInput chatInputBox buttonSmall yui-panel-containershadow underlay yui-panel yui-panel container-close yui-panel container-closehover yui-panel hd yui-panel bd yui-panel ft yui-panel hd span yui-panel hd tl yui-panel hd tr yuimenuitemlabel yuimenubaritemlabel yuimenu ulfirst-of-type yuimenu ulhastitle yuimenu h6

Required for PegaCHAT


CONFIDENTIAL 51

The following changes were made in the CPM 61 style sheets to support PRPC 55 and new CPM 61 features If you are upgrading from a release other than CPM 61 and have overridden the standard CPM style sheets you may need to make similar changes to your custom configuration in order for your application to display properly


desktop_cpm iconUserPreferences subTasks TD currentSubTask LIcurrSubTaskList LIsubTaskList

Required after upgrade to PRPC 55

desktop_cpm textLabel textLabel AnoDecoration textLabel AnoDecorationhover textLabel AnoDecorationvisited vtextLabel vtextLabel AnoDecoration vtextLabel AnoDecorationhover vtextLabel AnoDecorationvisited

Required after upgrade to PRPC 55 due to changes made for Gadget Headers

workform_cpm Alink_disabled Alink_disabled_hover expandInnerTabStyle titleBarLabelStyleExpanded dialogText div sectionBodyContainerSubHead dialogHR sectionBodyContainerSubHead sectionBodyContainerNoHead NavHorizSeparatorHR Action_HarnessButtons_CPM SPANSendMsg SPANReceiveMsg divUserList divChatWindow divConversation subTabbed selected ATABANCHOR subTabbed selected aTABANCHORhover subTabbed aTABANCHORhover repeatReadOnly tdevenRow repeatReadOnly tdoddRow


workform_cpm RequiredField New style added to PRPC 55 that allows styles to be defined for required fields


CONFIDENTIAL 52

workform_cpm coverTabOverlapLeft

coverTabOverlapRight

coverTabOverlapLeftOnRight

coverTabOverlapRightOnLeft

coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on

Required after upgrade to PRPC 55 due to changes made for display of tabs

workform_cpm RL1 RL2 RL3 RLF RV1 RV2 RV3 RVF RS1 RS2 RS3 RSF RSS1 RSS2 RSS3 RSSF RM1 RM2 RM3 RMF smartInfoHeader ViewSmartInfoHeader ViewSmartInfoHeader TD smartInfoMiddleMiddle smartInfoBottomMiddle smartInfoBodyTableTD smartInfoBodyUpperLeft smartInfoBodyUpperMiddle smartInfoBodyUpperRight smartInfoBodyMiddleLeft smartInfoBodyMiddleMiddle smartInfoBodyMiddleRight smartInfoBodyBottomLeft smartInfoBodyBottomMiddle smartInfoBodyBottomRight

Required after upgrade to PRPC 55 due to changes made for Smart Layout and Smart Info styles


CONFIDENTIAL 53

workform_cpm iconCTITimerGoal

iconCTITimerDeadline

iconCTITimerLate

elapsedCTITimerGoal

elapsedCTITimerDeadline

elapsedCTITimerLate

timerDefaultContainer

Added to support new CPM call timer feature

workform_cpm ratingContainer ratingButton ratingInitialState ratingButton ratingReadOnlyState ratingButton ratingRatedState ratingButton RatingStar_empty RatingStar_filled RatingStar_half RatingStar_empty_blue RatingStar_filled_blue RatingStar_half_blue

Added to support new knowledge content rating feature

reports_cpm BUTTON BUTTONlargeButton BUTTONlittleButton dataLabelWrite dataValueWrite dataValueWriteBold


Starting with CPM 61 the following style sheets were added to support the new Tabbed Navigation method (see topic below) and other new features Customers who have overridden CPM style sheets should asses these style sheets in relation to their current customized styles

CSS Name Description of contents

CATABBEDWORKSTYLES Added to support Tabbed Navigation method

CATABBEDWORKSTYLESOVERRIDE Added to support Tabbed Navigation method

CAWHITETITLEBARBLUETEXT Added to support Tabbed Navigation method

PEGAIC_DEFAULT PegaAppCA RuleSet verstion Used for reports

WORKFORM_WIZARD_CPM Added


CONFIDENTIAL 54

Appendix B Reference List for Implementing Tabbed Navigation

The following CPM user interface components were conditionalized in CPM 61 to support Tabbed navigation in CPM 61 using the when rules CATabbedNavigation and CANotTabbedNavigation If you are upgrading from a version other than CPM 61 use these rules as a guide for modifying your custom configuration

Refer to the topic Working with CPM Harnesses in the CPM 61 Implementation Guide for more information on modifying user interface components

Type Class Instance

Harness PegaCA-Work Confirm

Harness PegaCA-Work Perform

Harness PegaCA-Work Perform_Buttons

Harness PegCA-Work-Interaction CADialogContainerHarness

Harness PegaCA-Work-Interaction Confirm

Harness PegaCA-Work-Interaction Perform

Harness PegaCA-Work-Interaction-Call Perform

Harness PegaCA-Work-Opportunity CAShowOffer

Harness PegaCA-Work-QualityReview PerformScreenFlow

Harness PegaCA-Work-QualityReviewGen PerformScreenFlow

Harness PegaCA-Work-CPMAccelTask Review

Harness PegaCA-Management PerformScreenFlow

Section baseclass CACleanInteractionClipboard

Section Work- CAForceTabClosed

Section PegaCA-Work CAActionDialogWrapper

Section PegaCA-Work CAConfirmButton

Section PegaCA-Work CAConfirmDialogWrapper

Section PegaCA-Work CAConfirmWrapper

Section PegaCA-Work CADialogContents

Section PegaCA-Work CADialogDisplay

Section PegaCA-Work CAInteractionDataWrapper

Section PegaCA-Work-Interaction CAActionCommMsgWrapper

Section PegaCA-Work-Interaction CAActionCommunication

Section PegaCA-Work-Opportunity CAActionOfferScript

Section PegaCA-Work-Opportunity CAActionOfferScriptWrapper

Section PegaCA-Work-Opportunity CAConfirmButton

Section PegaCA-Work-Opportunity CAOfferObjectionScriptWrapper

Section PegaCA-Interface-Account CACompositeDetails

Section PegaCA-Party-AccountOwner CACompositeDetails

Section PegaCA-Party-Contact CACompositeDetails

HTML baseclass CAInteractionLog

HTML PegaApp-Work- AppAccountNotesErrorPage


CONFIDENTIAL 55

HTML PegaApp-Work- AppContactNotesErrorPage

HTML PegaCA-Work-Interaction-Call PerformCommMessageFrameSource

HTML PegaCA-Work-Interaction-Call PerformFrameSource

HTML PegaCA-Work-Interaction-InCorrr PerformFrameSource

HTML PegaCA-Work-Interaction PerformFrameSource

HTML PegaCA-Work-Interaction PerformFramesFrameSource

CPM starting and exit flows were modified in CPM 61 to support Tabbed Navigation Use these rules as a guide for modifying your custom configuration

Type Class Instance

Flow PegaCA-Work-Interaction CAInteraction

Flow PegaCA-Work-Interaction CAWrapUp

Flow PegaCA-Work-Interaction-Call CAInteraction

Flow PegaCA-Work-Interaction-InCorr CAInteraction

Flow PegaCA-Work-Interaction-Research CAWrapUp

The following additional CPM components were modified in CPM 61 to support Tabbed Navigation If you have overridden these rules in your custom configuration you will need to modify your custom rules similarly

Type Class Instance

Activity PegaCA-Work CALogWorkObject

Activity PegaCA-Work CARefreshCompositeFrame

Activity PegaCA-Intent CAGetTasks

Activity PegaCA-Interface-Account AppAddNoteForOneAccount

Activity PegaCA-Interface-Account AppGetNotesForAccount

Activity PegaCA-Work-Interaction CADrive_PresentOffers

Activity PegaCA-Work-Interaction CAInteractionStart

Activity PegaCA-Work-Interaction CAStartFulfillmentTask

Activity PegaCA-Work-Interaction-Incorr CAManualInboundCorrStart

Activity PegaCA-Work-Interaction-Research CASimpleSearchStart

When PegaCA-Work CADislayAcctOwnerComposite

When PegaCA-Work CADisplayBUComposite

When PegaCA-Work CAInCall

When PegaCA-Work CAInCallOrParentPageExists

When PegaCA-Work CAShowDialog

When PegaCA-Work CAConfirmDoesClose

When PegaCA-Work-Interaction-Call CAShowDialog

HTML Fragment NA AppSearchNoFieldsScript

HTML Fragment NA CAAccountChangeDriver

HTML Fragment NA CABusinessUnitChangeDriver

HTML Fragment NA CAContactChangeDriver

HTML Fragment NA CAResearchChangeDriver


CONFIDENTIAL A-1

Appendix C Flow ActionHTML Reference List

This appendix lists Flow Actions and associated reference HTML instances If you are upgrading from CPM 4x or 51 and you have a copy of a reference HTML instance in your custom RuleSet verify that you also have a copy of the calling Flow Action in your RuleSet If you do not copy the 05-01-01 version of the Flow Action from the PegaAppCA RuleSet into your RuleSet to prevent CPM from superseding your customizations This procedure is not necessary if you are upgrading from a CPM 52 or 61 release

Applies to Flow Action Name Label Reference HTML

PegaCA-Work AppAccountNotVerified Account Not Verified AppNotVerified

PegaCA-Work AppAccountVerified Account Verified AppAccountVerified

PegaCA-Work AppAcctContactLinksWithSearch Search For Contacts To Link AppAcctContactLinksWithSearch

PegaCA-Work AppAcctContactNewLink Link a New Contact AppAcctContactNewLink

PegaCA-Work AppAcctContactNewLinkVerify Verify Link a New Contact AppAcctContactNewLinkVerify

PegaCA-Work AppAcctContactUnLink UnLink a Contact AppAcctContactUnLink

PegaCA-Work-NewBusinessUnit

AppAddBusinessDetails Add New Business Unit AppAddBusinessDetails

PegaApp-Work- AppAddPrimaryComm Add Primary Communication AppEnterBusinessCommOptn

PegaCA-Work AppAddtionalBusinessAddress Add Additional Business Address AppAdditionalBusinessAddress

PegaCA-Work AppAddtionalBusinessCommOption Add Additional Business Communication AppAddtionalCommOptForBusiness

PegaCA-Work AppBUContactLinksWithSearch Search For Contacts To Link AppBUContactLinksWithSearch

PegaCA-Work AppBUContactNewLink Link a New Contact AppBUContactNewLink

PegaCA-Work AppBUContactNewLinkVerify Verify Link a New Contact AppBUContactNewLinkVerify

PegaCA-Work AppBUContactUnLink UnLink a Contact AppBUContactUnLink

PegaCA-Work AppCancel Cancel AppNoFields

PegaCA-Work AppChangeAdditionalAddresses Change Additional Addresses AppChangeAdditionalAddresses


CONFIDENTIAL A-2


PegaCA-Work AppContactAcctLinksWithSearch Search For Accounts To Link AppContactAcctLinksWithSearch

PegaCA-Work AppContactAcctNewLink Link a New Account to a Contact AppContactAcctNewLink

PegaCA-Work AppContactAcctNewLinkVerify Verify Link a New Account AppContactAcctNewLinkVerify

PegaCA-Work AppContactAcctUnLink UnLink an Account AppContactAcctUnLink

PegaCA-Work AppContactAdditionalAddresses Enter Additional Contact Addresses AppContactAdditionalAddresses

PegaApp-Work- AppContactAdditionalCommOptions Enter Contact Additional Communication Options

AppContactAdditionalCommOptions

PegaCA-Work AppContactBULinksWithSearch Search For Business Units To Link AppContactBULinksWithSearch

PegaCA-Work AppContactBUNewLink Link a New Business Unit to a Contact AppContactBUNewLink

PegaCA-Work AppContactBUNewLinkVerify Verify Link a New Business Unit AppContactBUNewLinkVerify

PegaCA-Work AppContactBUUnLink UnLink a Business Unit AppContactBUUnLink

PegaCA-Work AppDisplayBusinessDetails New Business Details AppDisplayBusinessDetails

PegaApp-Work- AppDupResults Process Potential Duplicates AppSearchResults

PegaApp-Work- AppDupSearch Search for Duplicates AppActionSearch

PegaApp-Work- AppDupSearchMultiConfidence Search for Duplicates with Multi Confidence Tests

AppActionSearch

PegaCA-Work-NewContact AppEnterAccountLink Enter Account Link AppEnterAccountLink

PegaCA-Work AppEnterContactAddresses Enter Primary Contact Addresses AppEnterContactAddresses

PegaCA-Work AppEnterContactCommOptions Enter Contact Communication Options AppContactCommOptions

PegaCA-Work AppEnterContactName Create New Contact AppSearchNoFields

PegaCA-Work AppFindAccount Find an Account AppFindAccount

PegaCA-Work-Interaction-InCorr

AppFindAccount Find an Account AppFindAccount

PegaCA-Work-Interaction AppFindAssociatedAccounts Select an Account AppAccountResults


CONFIDENTIAL A-3


PegaCA-Work AppFindBusinessUnit Find a Business Unit AppFindBusinessUnit

PegaCA-Work AppFindContact Find a Contact AppFindContact

PegaCA-Work AppFindWorkItem Find a Work Item AppFindWorkItem

PegaCA-Work AppListBU Select a Business Unit AppBUNameAndID

PegaCA-Work AppModifyContactAcctLinks Modify Account Links AppNoFields

PegaCA-Work AppModifyContactBULinks Modify Business Unit Links AppNoFields

PegaCA-Work AppNewContact New Contact AppContactNameProfilePrefs

PegaCA-Work AppNoResults No Results Found AppNotVerified

PegaCA-Work AppNotVerified Contact Not Verified AppNotVerified

PegaApp-Work- AppOwnerAcctLinksWithSearch Search For Accounts To Link AppOwnerAcctLinksWithSearch

PegaCA-Work AppOwnerAcctLinksWithSearch Search For Accounts To Link AppOwnerAcctLinksWithSearch

PegaApp-Work- AppOwnerAcctNewLink Link Owner To A New Account AppOwnerAcctNewLink

PegaCA-Work AppOwnerAcctNewLink Link Owner To A New Account AppOwnerAcctNewLink

PegaCA-Work AppOwnerAcctNewLinkVerify Verify Link a New Account AppOwnerAcctNewLinkVerify

PegaCA-Work AppOwnerAcctUnLink UnLink an Account AppOwnerAcctUnLink

PegaCA-Work AppOwnerBULinksWithSearch Search For Business Units To Link AppOwnerBULinksWithSearch

PegaCA-Work AppOwnerBUNewLink Link a New Business Unit to Owner AppOwnerBUNewLink

PegaCA-Work AppOwnerBUNewLinkVerify Verify Link a New Business Unit AppOwnerBUNewLinkVerify

PegaCA-Work AppOwnerBUUnLink UnLink a Business Unit AppOwnerBUUnLink

PegaCA-Work AppQuickAddContact Quick Add Contact AppQuickAddContactDetails

PegaApp-Work- AppScanDocument Scan a document AppScanDocument

PegaCA-Work AppSearchAgain Search Again AppSearchNoFields

PegaApp-Work- AppSearchAgainForWorkItem Search Again AppSearchAgainForWorkItem


CONFIDENTIAL A-4


PegaApp-Work- AppSelectContact Select a Contact AppContactResults

PegaCA-Work AppSelectContact Select a Contact AppContactResults

PegaApp-Work- AppSelectContactByAcc Select a Contact by account no AppContactAccountResults

PegaCA-Work AppSelectContactByAcc Select a Contact by account no AppContactAccountResults


AppSelectContactByAccIC Select a Contact by account no AppContactAccountResults

PegaCA-Work AppSelectContactByBU Select an Account or a Contact AppAccountAndContactsForBU

PegaCA-Work AppUpdateAddtionalBusAddrDet Update Business Unit Address Details AppUpdateAddressListForBU

PegaCA-Work AppUpdateBusinessDetails Update Business Unit Details AppUpdateBusinessDetails

PegaCA-Work AppUpdateCommOptionsForBU Update Business Unit Comm Details AppCommOptionsForBusinessUnit

PegaCA-Work AppUpdateContactAddress Update Contact Address AppAddressListForContact

PegaCA-Work AppUpdateContactCommOption Update Contact Communication Option AppCommOptionsForContact

PegaCA-Work AppUpdateContactName Update Contact Name AppUpdateContactName

PegaCA-Work-Opportunity CAAcceptOffer Accept Offer CACampaignSummaryH

PegaCA-Work CACallCreateNewBusinessUnit Add New Business Unit AppSearchNoFields

PegaCA-Work CACancel Cancel this work CACancelNoFields

PegaCA-Work-Complaint CACancel Cancel this work CACancelNoFields

PegaCA-Work-General CACancel Cancel this work CACancelNoFields

PegaCA-Work-Opportunity CACancel Cancel this work CACancelNoFields

PegaCA-Work-ScheduleActivity

CACancel Cancel this work CACancelNoFields

PegaCA-Work-AddressChange CAChangeAdditionalAddresses Change Additional Addresses CAChangeAdditionalAddresses

PegaCA-Work-AddressChange CAChangeAddress Change Address CAChangeAddress


CONFIDENTIAL A-5


PegaCA-Work-NewAccount CAChooseAccountType Choose A Product CAChooseAccountType

PegaCA-Work CAClose Close Inbound Correspondence CANoFields

PegaCA-Work-CloseAccount CACloseAccount Close Account CACloseAccountStream

PegaCA-Work-CloseAccount CACloseReason Select Reason CAShowReasonStream

PegaCA-Work-Complaint CAComplaintOrCompliment Complaint or Compliment CAComplaintOrCompliment

PegaCA-Work CACompleteReview Complete Review CACancelNoFields

PegaCA-Work CACompleteTask Complete a Task CANoFields

PegaCA-Work-Interaction CACompleteTask Complete a Task CANoFields


CAContinue SubmittingCont CASubmitOnLoad

PegaCA-Work-Interaction CADisplayContact Contact and Account Information CADisplayContact

PegaCA-Work-DisputeTransaction

CADispute Start Dispute CASearchTransactions

PegaCA-Work-Complaint CAEditComplaintOrCompliment Edit Complaint Or Compliment work item CAComplaintOrComplimentUpdate

PegaCA-Work-NewAccount CAEditNewAccountApplication Resolve CANewAccountApplication

PegaCA-Work-Opportunity CAEditOpportunity Edit Opportunity CAOpportunityDetails


CAEditScheduleAppointment Edit Schedule Appointment CAScheduleAppointmentEdit


CAEditScheduleCall Edit Schedule Call CAScheduleCallEdit


CAEditScheduleTask Edit Schedule Task CAScheduleTaskEdit

PegaCA-Work-Opportunity CAEndFlow End Flow CANoFields

PegaCA-Work-Interaction CAEndInteraction Exit Interaction CACancelNoFields


CONFIDENTIAL A-6



CAEndInteraction Exit Interaction CACancelNoFields

PegaCA-Work CAEndResearch End Research CANoFields

PegaCA-Work-NewAccount CAEnterAccountDetails Enter Account Details CANewAccountApplication

PegaCA-Work-Interaction CAFinishInteraction Finalize Interaction CANoFields

PegaCA-Work-General CAGenServiceUpdate Update Request Details CAGeneralServiceEdit


CAGetReason Select Dispute Reason CAGetReason

PegaCA-Work-Opportunity CAMoreInformation More Information CAOffersMoreInformationStream

PegaCA-Work CANewContactStart Create New Contact AppSearchNoFields

PegaCA-Work-Opportunity CANextActions Next Actions CANextAction

PegaCA-Work-CloseAccount CANoOfferExists No Offers Exists CAShowNoOfferStream

PegaCA-Work-Opportunity CAOpportunityDetails Enter Opportunity Details CAOpportunityDetails

PegaCA-Work-Interaction CAOutboundCorr Outbound Correspondence ActionNoFields

PegaCA-Work CAProcessOffer Process Offer CAProcessOffers

PegaCA-Work-Complaint CAProcessOffer Process Offer CAProcessOffers

PegaCA-Work-Interaction CAProcessOffer Process Offer CAProcessOffers

PegaCA-Work CAQuickAddContactStart Create Quick Contact AppSearchNoFields

PegaCA-Work CARejectOffer Reject Offer ActionNoFields

PegaCA-Work-Opportunity CARejectOffer Reject Offer CARejectOffer

PegaCA-Work CARequestStatusChange Request Status Change CARequestStatusChange

PegaCA-Work CAResolve Resolve this work CAResolveNoFields


CAResolve Resolve this work CAResolveNoFields


CONFIDENTIAL A-7


PegaCA-Work-NewAccount CAResolve Resolve this work CAResolveNoFields

PegaCA-Work-Opportunity CAResolve Resolve this work CAResolveNoFields



PegaCA-Work-Opportunity CAResolveLost Resolve the item (Lost) CAResolveLost

PegaCA-Work-Opportunity CAResolveOpportunity Resolve Opportunity CAOpportunityResolution


CAScheduleActivity Schedule Activity CANoFields


CAScheduleAppointment Schedule Appointment CAScheduleAppointment


CAScheduleCall Schedule Call CAScheduleCall


CAScheduleTask Schedule Task CAScheduleTask

PegaCA-Work-Interaction CASearchAccountAgain Search Account Again AppFindAccount

PegaCA-Work-Interaction CASearchBusinessUnitAgain Search Business Unit Again AppFindBusinessUnit

PegaCA-Work-Interaction CASearchContactAgain Search Contact Again AppFindContact

PegaCA-Work CASearchForAccountsToLink Search For Accounts To Link CANoFields

PegaCA-Work-StatementCopy CASearchStatements Search for Additional Statements CAStatementByDateStream

PegaCA-Work-MaterialFulfillment

CASelectDistributionMethod Select Distribution Method CADistributionMethod


CASelectMaterialList Select Material List CASelectMaterialList

PegaCA-Work-StatementCopy CASelectStatement Select Statement CARecentStatementListStream


CONFIDENTIAL A-8


PegaCA-Work-General CAServiceReason Enter Request Details CAGeneralService

PegaCA-Work-Interaction CASetOverrideSLA Override SLA CASetOverrideSLA

PegaCA-Work-StatementCopy CAShowFeeAndCorrespondence Statement Photocopy Details CAFeeAndCorrespondenceStream


CATakeACallSearch Take A Call Search CANoFields

PegaCA-Work-Interaction CAWrapUp Finalize the Interaction CAWrapUp

Customer Process manager 61 SP1 Upgrade Guide

Contents

Intended Audience

Database administrator skills

PegaRULES Process Commander (PRPC) skills


Verify the PRPC Prerequisites

Update Tables in the PegaRULES Database

Import Upgrade System Data

Load the Upgrade RuleSets

Import Example Data

Verify Upgraded RuleSets

Update the Pega-ProCom Agent

Update RuleSet Prerequisites Access Groups and Applications

Extract Rule Utility Libraries

Update Developer Access Groups

Set Developer View Preferences to Use the CPM Portal Skin

Resave Coaching Tips

Upgrade the PegaCALL CTI Link Server

Deploy PegaCHAT Components


Verify Prerequisites

Backup and Uninstall the Existing CTILink Server

Install the PegaCALL CTI Link Server

Installing the Microsoft SOAP Toolkit

Completing the IIS SOAP Server Installation

Installing the PegaCALL ICR Link

Verify the PegaCALL CTI Link Server EndPoint URL Setting


Update End User Portals to Use Portal Wrappers

Update Portal Icons

Enable PegaCHAT Components


Verify the CPM Dialog Method

Verify the Use of Adaptive Suggestions

Update Custom StyleSheets

Choose the Interaction Navigation Method



Update PegaCALL Components


Remove Deprecated CPM Portals and RuleSets

Update Portals

Reconcile Flow Actions and Reference HTML

Remove Style References in Harnesses

Calling the CPM Interaction Driver Flow Action

Calling your Customized Customer Composite

Updating the Contact Information Display

Upgrading to Interactive Charts

Updating Campaign Scripts

Using Datasource Rules for Property Selection in Scripts




Copyright 2009 Pegasystems Inc Cambridge MA All rights reserved

This document and the software describe products and services of Pegasystems Inc It may contain trade secrets and proprietary information This information should not be disclosed to third parties without the prior written consent of Pegasystems Inc This document and the software are protected by federal copyright law international laws andor applicable treaties

This document is current as of the date of publication only Changes in the document may be made from time to time at Pegasystemsrsquo discretion This document remains the property of Pegasystems and must be returned to it upon request This document does not imply any commitment to offer or deliver the products or services provided

This document may include references to Pegasystems product features that have not been licensed by your company If you have questions about whether a particular capability is included in your installation please consult your Pegasystems services consultant

Other brand or product names are trademarks or registered trademarks of their respective holders

This document is the property of Pegasystems Inc 101 Main Street Cambridge MA 02142-1590 (617) 374-9600 fax (617) 374-9620 wwwpegacom

Customer Process Managertrade Document Release Notes Software Version 61 SP1

Contents

Intended Audience 1






































2 Update Portals 41













CONFIDENTIAL 1


Intended Audience



















CONFIDENTIAL 2



Oracle -















CONFIDENTIAL 3

MS SQL















CONFIDENTIAL 4

IBM DB2















CONFIDENTIAL 5















CONFIDENTIAL 6




CONFIDENTIAL 7











CONFIDENTIAL 8










CONFIDENTIAL 9





PegaApp RuleSets

- PegaApp 06-01-10

PegaCALL RuleSets


PegaCHAT RuleSets


CPM RuleSets





b Save the instance



CONFIDENTIAL 10










CONFIDENTIAL 11







CONFIDENTIAL 12





b Select Save



CONFIDENTIAL 13









CONFIDENTIAL 14










CONFIDENTIAL 15



- common_MDdll

- tlib_MDdll
















CONFIDENTIAL 16












CONFIDENTIAL 17



c Click Next



e Click Next


CONFIDENTIAL 18



g Click Next





CONFIDENTIAL 19










CONFIDENTIAL 20





o Click Next


CONFIDENTIAL 21




r Click Next





CONFIDENTIAL 22






CONFIDENTIAL 23







CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals












Contents

Intended Audience 1






































2 Update Portals 41













CONFIDENTIAL 1


Intended Audience



















CONFIDENTIAL 2



Oracle -















CONFIDENTIAL 3

MS SQL















CONFIDENTIAL 4

IBM DB2















CONFIDENTIAL 5















CONFIDENTIAL 6




CONFIDENTIAL 7











CONFIDENTIAL 8










CONFIDENTIAL 9





PegaApp RuleSets

- PegaApp 06-01-10

PegaCALL RuleSets


PegaCHAT RuleSets


CPM RuleSets





b Save the instance



CONFIDENTIAL 10










CONFIDENTIAL 11







CONFIDENTIAL 12





b Select Save



CONFIDENTIAL 13









CONFIDENTIAL 14










CONFIDENTIAL 15



- common_MDdll

- tlib_MDdll
















CONFIDENTIAL 16












CONFIDENTIAL 17



c Click Next



e Click Next


CONFIDENTIAL 18



g Click Next





CONFIDENTIAL 19










CONFIDENTIAL 20





o Click Next


CONFIDENTIAL 21




r Click Next





CONFIDENTIAL 22






CONFIDENTIAL 23







CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals
























2 Update Portals 41













CONFIDENTIAL 1


Intended Audience



















CONFIDENTIAL 2



Oracle -















CONFIDENTIAL 3

MS SQL















CONFIDENTIAL 4

IBM DB2















CONFIDENTIAL 5















CONFIDENTIAL 6




CONFIDENTIAL 7











CONFIDENTIAL 8










CONFIDENTIAL 9





PegaApp RuleSets

- PegaApp 06-01-10

PegaCALL RuleSets


PegaCHAT RuleSets


CPM RuleSets





b Save the instance



CONFIDENTIAL 10










CONFIDENTIAL 11







CONFIDENTIAL 12





b Select Save



CONFIDENTIAL 13









CONFIDENTIAL 14










CONFIDENTIAL 15



- common_MDdll

- tlib_MDdll
















CONFIDENTIAL 16












CONFIDENTIAL 17



c Click Next



e Click Next


CONFIDENTIAL 18



g Click Next





CONFIDENTIAL 19










CONFIDENTIAL 20





o Click Next


CONFIDENTIAL 21




r Click Next





CONFIDENTIAL 22






CONFIDENTIAL 23







CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals













CONFIDENTIAL 1


Intended Audience



















CONFIDENTIAL 2



Oracle -















CONFIDENTIAL 3

MS SQL















CONFIDENTIAL 4

IBM DB2















CONFIDENTIAL 5















CONFIDENTIAL 6




CONFIDENTIAL 7











CONFIDENTIAL 8










CONFIDENTIAL 9





PegaApp RuleSets

- PegaApp 06-01-10

PegaCALL RuleSets


PegaCHAT RuleSets


CPM RuleSets





b Save the instance



CONFIDENTIAL 10










CONFIDENTIAL 11







CONFIDENTIAL 12





b Select Save



CONFIDENTIAL 13









CONFIDENTIAL 14










CONFIDENTIAL 15



- common_MDdll

- tlib_MDdll
















CONFIDENTIAL 16












CONFIDENTIAL 17



c Click Next



e Click Next


CONFIDENTIAL 18



g Click Next





CONFIDENTIAL 19










CONFIDENTIAL 20





o Click Next


CONFIDENTIAL 21




r Click Next





CONFIDENTIAL 22






CONFIDENTIAL 23







CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals













CONFIDENTIAL 2



Oracle -















CONFIDENTIAL 3

MS SQL















CONFIDENTIAL 4

IBM DB2















CONFIDENTIAL 5















CONFIDENTIAL 6




CONFIDENTIAL 7











CONFIDENTIAL 8










CONFIDENTIAL 9





PegaApp RuleSets

- PegaApp 06-01-10

PegaCALL RuleSets


PegaCHAT RuleSets


CPM RuleSets





b Save the instance



CONFIDENTIAL 10










CONFIDENTIAL 11







CONFIDENTIAL 12





b Select Save



CONFIDENTIAL 13









CONFIDENTIAL 14










CONFIDENTIAL 15



- common_MDdll

- tlib_MDdll
















CONFIDENTIAL 16












CONFIDENTIAL 17



c Click Next



e Click Next


CONFIDENTIAL 18



g Click Next





CONFIDENTIAL 19










CONFIDENTIAL 20





o Click Next


CONFIDENTIAL 21




r Click Next





CONFIDENTIAL 22






CONFIDENTIAL 23







CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals













CONFIDENTIAL 3

MS SQL















CONFIDENTIAL 4

IBM DB2















CONFIDENTIAL 5















CONFIDENTIAL 6




CONFIDENTIAL 7











CONFIDENTIAL 8










CONFIDENTIAL 9





PegaApp RuleSets

- PegaApp 06-01-10

PegaCALL RuleSets


PegaCHAT RuleSets


CPM RuleSets





b Save the instance



CONFIDENTIAL 10










CONFIDENTIAL 11







CONFIDENTIAL 12





b Select Save



CONFIDENTIAL 13









CONFIDENTIAL 14










CONFIDENTIAL 15



- common_MDdll

- tlib_MDdll
















CONFIDENTIAL 16












CONFIDENTIAL 17



c Click Next



e Click Next


CONFIDENTIAL 18



g Click Next





CONFIDENTIAL 19










CONFIDENTIAL 20





o Click Next


CONFIDENTIAL 21




r Click Next





CONFIDENTIAL 22






CONFIDENTIAL 23







CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals













CONFIDENTIAL 4

IBM DB2















CONFIDENTIAL 5















CONFIDENTIAL 6




CONFIDENTIAL 7











CONFIDENTIAL 8










CONFIDENTIAL 9





PegaApp RuleSets

- PegaApp 06-01-10

PegaCALL RuleSets


PegaCHAT RuleSets


CPM RuleSets





b Save the instance



CONFIDENTIAL 10










CONFIDENTIAL 11







CONFIDENTIAL 12





b Select Save



CONFIDENTIAL 13









CONFIDENTIAL 14










CONFIDENTIAL 15



- common_MDdll

- tlib_MDdll
















CONFIDENTIAL 16












CONFIDENTIAL 17



c Click Next



e Click Next


CONFIDENTIAL 18



g Click Next





CONFIDENTIAL 19










CONFIDENTIAL 20





o Click Next


CONFIDENTIAL 21




r Click Next





CONFIDENTIAL 22






CONFIDENTIAL 23







CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals













CONFIDENTIAL 5















CONFIDENTIAL 6




CONFIDENTIAL 7











CONFIDENTIAL 8










CONFIDENTIAL 9





PegaApp RuleSets

- PegaApp 06-01-10

PegaCALL RuleSets


PegaCHAT RuleSets


CPM RuleSets





b Save the instance



CONFIDENTIAL 10










CONFIDENTIAL 11







CONFIDENTIAL 12





b Select Save



CONFIDENTIAL 13









CONFIDENTIAL 14










CONFIDENTIAL 15



- common_MDdll

- tlib_MDdll
















CONFIDENTIAL 16












CONFIDENTIAL 17



c Click Next



e Click Next


CONFIDENTIAL 18



g Click Next





CONFIDENTIAL 19










CONFIDENTIAL 20





o Click Next


CONFIDENTIAL 21




r Click Next





CONFIDENTIAL 22






CONFIDENTIAL 23







CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals













CONFIDENTIAL 6




CONFIDENTIAL 7











CONFIDENTIAL 8










CONFIDENTIAL 9





PegaApp RuleSets

- PegaApp 06-01-10

PegaCALL RuleSets


PegaCHAT RuleSets


CPM RuleSets





b Save the instance



CONFIDENTIAL 10










CONFIDENTIAL 11







CONFIDENTIAL 12





b Select Save



CONFIDENTIAL 13









CONFIDENTIAL 14










CONFIDENTIAL 15



- common_MDdll

- tlib_MDdll
















CONFIDENTIAL 16












CONFIDENTIAL 17



c Click Next



e Click Next


CONFIDENTIAL 18



g Click Next





CONFIDENTIAL 19










CONFIDENTIAL 20





o Click Next


CONFIDENTIAL 21




r Click Next





CONFIDENTIAL 22






CONFIDENTIAL 23







CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals













CONFIDENTIAL 7











CONFIDENTIAL 8










CONFIDENTIAL 9





PegaApp RuleSets

- PegaApp 06-01-10

PegaCALL RuleSets


PegaCHAT RuleSets


CPM RuleSets





b Save the instance



CONFIDENTIAL 10










CONFIDENTIAL 11







CONFIDENTIAL 12





b Select Save



CONFIDENTIAL 13









CONFIDENTIAL 14










CONFIDENTIAL 15



- common_MDdll

- tlib_MDdll
















CONFIDENTIAL 16












CONFIDENTIAL 17



c Click Next



e Click Next


CONFIDENTIAL 18



g Click Next





CONFIDENTIAL 19










CONFIDENTIAL 20





o Click Next


CONFIDENTIAL 21




r Click Next





CONFIDENTIAL 22






CONFIDENTIAL 23







CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals













CONFIDENTIAL 8










CONFIDENTIAL 9





PegaApp RuleSets

- PegaApp 06-01-10

PegaCALL RuleSets


PegaCHAT RuleSets


CPM RuleSets





b Save the instance



CONFIDENTIAL 10










CONFIDENTIAL 11







CONFIDENTIAL 12





b Select Save



CONFIDENTIAL 13









CONFIDENTIAL 14










CONFIDENTIAL 15



- common_MDdll

- tlib_MDdll
















CONFIDENTIAL 16












CONFIDENTIAL 17



c Click Next



e Click Next


CONFIDENTIAL 18



g Click Next





CONFIDENTIAL 19










CONFIDENTIAL 20





o Click Next


CONFIDENTIAL 21




r Click Next





CONFIDENTIAL 22






CONFIDENTIAL 23







CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals













CONFIDENTIAL 9





PegaApp RuleSets

- PegaApp 06-01-10

PegaCALL RuleSets


PegaCHAT RuleSets


CPM RuleSets





b Save the instance



CONFIDENTIAL 10










CONFIDENTIAL 11







CONFIDENTIAL 12





b Select Save



CONFIDENTIAL 13









CONFIDENTIAL 14










CONFIDENTIAL 15



- common_MDdll

- tlib_MDdll
















CONFIDENTIAL 16












CONFIDENTIAL 17



c Click Next



e Click Next


CONFIDENTIAL 18



g Click Next





CONFIDENTIAL 19










CONFIDENTIAL 20





o Click Next


CONFIDENTIAL 21




r Click Next





CONFIDENTIAL 22






CONFIDENTIAL 23







CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals













CONFIDENTIAL 10










CONFIDENTIAL 11







CONFIDENTIAL 12





b Select Save



CONFIDENTIAL 13









CONFIDENTIAL 14










CONFIDENTIAL 15



- common_MDdll

- tlib_MDdll
















CONFIDENTIAL 16












CONFIDENTIAL 17



c Click Next



e Click Next


CONFIDENTIAL 18



g Click Next





CONFIDENTIAL 19










CONFIDENTIAL 20





o Click Next


CONFIDENTIAL 21




r Click Next





CONFIDENTIAL 22






CONFIDENTIAL 23







CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals













CONFIDENTIAL 11







CONFIDENTIAL 12





b Select Save



CONFIDENTIAL 13









CONFIDENTIAL 14










CONFIDENTIAL 15



- common_MDdll

- tlib_MDdll
















CONFIDENTIAL 16












CONFIDENTIAL 17



c Click Next



e Click Next


CONFIDENTIAL 18



g Click Next





CONFIDENTIAL 19










CONFIDENTIAL 20





o Click Next


CONFIDENTIAL 21




r Click Next





CONFIDENTIAL 22






CONFIDENTIAL 23







CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals













CONFIDENTIAL 12





b Select Save



CONFIDENTIAL 13









CONFIDENTIAL 14










CONFIDENTIAL 15



- common_MDdll

- tlib_MDdll
















CONFIDENTIAL 16












CONFIDENTIAL 17



c Click Next



e Click Next


CONFIDENTIAL 18



g Click Next





CONFIDENTIAL 19










CONFIDENTIAL 20





o Click Next


CONFIDENTIAL 21




r Click Next





CONFIDENTIAL 22






CONFIDENTIAL 23







CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals













CONFIDENTIAL 13









CONFIDENTIAL 14










CONFIDENTIAL 15



- common_MDdll

- tlib_MDdll
















CONFIDENTIAL 16












CONFIDENTIAL 17



c Click Next



e Click Next


CONFIDENTIAL 18



g Click Next





CONFIDENTIAL 19










CONFIDENTIAL 20





o Click Next


CONFIDENTIAL 21




r Click Next





CONFIDENTIAL 22






CONFIDENTIAL 23







CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals













CONFIDENTIAL 14










CONFIDENTIAL 15



- common_MDdll

- tlib_MDdll
















CONFIDENTIAL 16












CONFIDENTIAL 17



c Click Next



e Click Next


CONFIDENTIAL 18



g Click Next





CONFIDENTIAL 19










CONFIDENTIAL 20





o Click Next


CONFIDENTIAL 21




r Click Next





CONFIDENTIAL 22






CONFIDENTIAL 23







CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals













CONFIDENTIAL 15



- common_MDdll

- tlib_MDdll
















CONFIDENTIAL 16












CONFIDENTIAL 17



c Click Next



e Click Next


CONFIDENTIAL 18



g Click Next





CONFIDENTIAL 19










CONFIDENTIAL 20





o Click Next


CONFIDENTIAL 21




r Click Next





CONFIDENTIAL 22






CONFIDENTIAL 23







CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals













CONFIDENTIAL 16












CONFIDENTIAL 17



c Click Next



e Click Next


CONFIDENTIAL 18



g Click Next





CONFIDENTIAL 19










CONFIDENTIAL 20





o Click Next


CONFIDENTIAL 21




r Click Next





CONFIDENTIAL 22






CONFIDENTIAL 23







CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals













CONFIDENTIAL 17



c Click Next



e Click Next


CONFIDENTIAL 18



g Click Next





CONFIDENTIAL 19










CONFIDENTIAL 20





o Click Next


CONFIDENTIAL 21




r Click Next





CONFIDENTIAL 22






CONFIDENTIAL 23







CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals













CONFIDENTIAL 18



g Click Next





CONFIDENTIAL 19










CONFIDENTIAL 20





o Click Next


CONFIDENTIAL 21




r Click Next





CONFIDENTIAL 22






CONFIDENTIAL 23







CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals













CONFIDENTIAL 19










CONFIDENTIAL 20





o Click Next


CONFIDENTIAL 21




r Click Next





CONFIDENTIAL 22






CONFIDENTIAL 23







CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals













CONFIDENTIAL 20





o Click Next


CONFIDENTIAL 21




r Click Next





CONFIDENTIAL 22






CONFIDENTIAL 23







CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals













CONFIDENTIAL 21




r Click Next





CONFIDENTIAL 22






CONFIDENTIAL 23







CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals













CONFIDENTIAL 22






CONFIDENTIAL 23







CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals













CONFIDENTIAL 23







CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals













CONFIDENTIAL 24



d Click Next



f Click Next


CONFIDENTIAL 25






CONFIDENTIAL 26






CONFIDENTIAL 27











CONFIDENTIAL 28













CONFIDENTIAL 29







CONFIDENTIAL 30

















CONFIDENTIAL 31








CONFIDENTIAL 32

















CONFIDENTIAL 33













CONFIDENTIAL 34









CONFIDENTIAL 35










CONFIDENTIAL 36










CONFIDENTIAL 37



Update user portals






CONFIDENTIAL 38
















CONFIDENTIAL 39














CONFIDENTIAL 40







CONFIDENTIAL 41








CASysAdminPortal

CTIDeveloperPortal


2 Update Portals






CONFIDENTIAL 42







CONFIDENTIAL 43






CONFIDENTIAL 44









CONFIDENTIAL 45







CONFIDENTIAL 46








CONFIDENTIAL 47








CONFIDENTIAL 48









CONFIDENTIAL 49










CONFIDENTIAL 50









CONFIDENTIAL 51











CONFIDENTIAL 52





coverTabLeft

coverTabLeft_on

coverTabMiddle

coverTabMiddle_on

coverTabRight

coverTabRight_on

coverTabLeftSolo

coverTabRightSolo

coverTabMiddle

coverTabMiddle_on





CONFIDENTIAL 53



iconCTITimerLate

elapsedCTITimerGoal


elapsedCTITimerLate















CONFIDENTIAL 54




Type Class Instance


































CONFIDENTIAL 55








Type Class Instance







Type Class Instance
























CONFIDENTIAL A-1






















CONFIDENTIAL A-2

















AppActionSearch










CONFIDENTIAL A-3


























CONFIDENTIAL A-4


























CONFIDENTIAL A-5



























CONFIDENTIAL A-6



























CONFIDENTIAL A-7



























CONFIDENTIAL A-8









Contents

Intended Audience








Import Example Data




















Update Portal Icons












Update Portals












CPM 6.1 SP Upgrade Guide · If you are upgrading from a CPM 6.1 release, load this file:...

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Transcript of CPM 6.1 SP Upgrade Guide · If you are upgrading from a CPM 6.1 release, load this file:...