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Inbound Channel Processing


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The Inbound Channel Processing strategy handles all inbound channel processing; a separate sub-strategy is called for each of Web, Mobile, Agent Assisted (Call Center or Retail), and Other (everything else).

The InboundChannelProcessing strategy

The Process Web and Mobile Channel strategies

The Process Web Channel and Process Mobile Channel strategies are effectively identical. Each determines if the Channel treatment processing switch is on, and if so passes actions and treatment without alteration, otherwise the Apply Action Limits strategy is called to perform any channel specific filtering based on preset limits.

From version 8.5 onwards, Assign Treatment Placements processing has been moved to Final Action Limits And Bundling, and the extension strategies for implementing channel specific processing logic have been moved to Treatment Placements (within Final Action Limits And Bundling).

The Process Web Channel strategy is shown below.

Process Web Channel strategy

Assisted and Other Inbound Channel strategies

The Assisted Inbound Channel and Other Inbound Channel strategies follow the same pattern. Each calls the Apply Action Limits strategy to perform any channel specific filtering based on preset limits.

An extension point strategy called Assisted / Other Inbound Channel Extension is provided after action limits processing to allow for any additional processing for the channel.

The following example is for the Other channel.

AssistedOtherChannel strategy
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