Use the Call channel option in the Collections Interaction smart shape to create an Outbound Call interaction work object in Pega Customer Service™ for Financial Services. This channel option also allows the case worker to place the Collections case in a specified workbasket, which a customer service representative can take action on and then contact the customer.

Outbound calls are triggered by the Collections Interaction smart shape and are usually executed by using the Customer Service for Financial Services application.

Before you begin

To enable the Call channel option, configure the list of available work baskets:

1. Locate the DialerList property in the Embed-PegaMKT-InteractionDetails class.
2. In the property’s Display and validation section, in the Prompt values subsection, fill in the prompt values with valid work basket names for your implementation, as shown in the following example:

   

   In the smart shape, the names are prompted as drop-down options for work baskets.

Steps

To configure the Call channel option, perform the following steps:

1. In the Pega Customer Decision Hub portal, from the navigation pane, select Content > Actions.
2. Open your action and, on the Flow tab, right-click the Collections Interaction smart shape, and then select Properties.
3. In the Collections Interaction Properties window, select Call.
4. In the Select dialer WorkBasket field, select the target work basket.
5. Set the Goal and Deadline values for this action.
   The Goal value defines the number of days in which the system has to complete the action. The Deadline value defines when this action is deemed late, if for some reason the action has not taken place. For more information, see Goals and Deadlines or consult your system administrator.
6. Leave the following fields blank:
   • Audit note field
   • Enable navigation link check box
   • In the Advanced area, the Status and Tickets fields
     Using these fields within the context of Collections offers is not currently supported.
7. Click Submit.