Hi Expert,
We currently have four dunning levels in one dunning procedure. I am requested to remove the 3rd level, which is to generate a list for the external system to initiate IVR call. What will be the implication on the dunning history and future dunning if I remove the current 3rd dunning level? Can I renumber the current 4th dunning level, which is to generate a disconnection approval list and call event 360 to create notification, to 3rd dunning level, or should I keep the 4th number as is, without the 3rd level in place? In addition to that, I am also requested to create a new dunning level after the current 4rd level. This new dunning level will not be triggered by the number of days in arrears. Instead, it needs to be triggered by the completion status of particular task of the notification generated at the current 4th dunning level. Can I create this new dunning level by configuration? It seems that the dunning level by configuration is only driven by the days in arrears. If I need to use a event, which event will be used? Do I still need to create a new dunning level through configuration? If so, how do I connect the configured dunning level with the event?
Thank you very much for your time to answer my email. Please let me know if you need any clarification.
Jennifer