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Pega Collections CreateOutboundInteraction SOAP service

Updated on September 10, 2021

The CreateOutboundInteraction SOAP service is used to create cases in the Pega Customer Service™ for Financial Services application for customer service representatives to initiate an outbound interaction with the customer. It is initiated by the Collections Interaction smart shape. For more information, see Collections Interaction smart shape.

Pega does not recommend altering or extending this service as it can cause upgrade issues.

Pega Customer Decision Hub™ for Financial Services uses this service to support several types of outbound interaction including:

  • Outbound calls
  • SMS
  • Email
  • Mail

For all outbound interactions, Pega Customer Decision Hub for Financial Services calls the CreateOutboundInteraction SOAP service to create an interaction record within the Collections application for audit purposes. These outbound interactions can be sent to a specific work basket that is determined by the SelectDialer decision table. For more information, see "Decision tables" in Sample collections rules.

Note: Starting in version 8.5, Pega Customer Decision Hub is Pega's main solution for 1:1 customer engagement, combining the features available in previous versions of Pega Marketing™ and Pega Customer Decision Hub with many new features. Pega Marketing is no longer available as a separate product.
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Pega Collections 8.3 - 8.4 Pega Marketing for Financial Services 8.3 - 8.4 Pega Customer Service for Financial Services 8.3 - 8.6 Pega Customer Decision Hub for Financial Services 8.5

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