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Creating outbound interactions in Customer service application

Updated on June 17, 2021

As a best practice for Collections, it is important to list down all the reminders sent from a Next-Best-Action schedule to be available in the Customer service Collections case.

Creating outbound call interaction

While invoking an outbound agent-assisted channel, configure customer REST/SOAP service to create a call interaction in the workbaskets. Place a separate logic to determine the workbasket, Manual/AutoDialer.
  1. Configure hand-off shape in the Action flow of the payment reminder.
  2. Handoff shape properties for creating an outbound reminder
    Handoff shape properties in the payment reminder action flow
  3. Configure an action flow referring an activity to trigger SOAP service: CreateOutboundInteraction by pointing to the customer service SOAP end point: http://localhost/prweb/PRSOAPServlet/SOAP/CPMFSServices/Services?WSDL.

    Create a separate activity for generating the outbound treatment body which can be send in the CreateOutboundInteraction SOAP web service payload. To enable this support:

    1. Create an email correspondence rule with the same messaging content as in the email treatment and SMS treatment. tag. You can have two <info> tags one after another - no problem :-) ">For more information on creating correspondence rules, see Correspondence rules and email.
      Tip: The name of the correspondence rule can be the same as the name of the treatment for clarity.
    2. Create a separate activity (for example, GenerateTreatmentContent) for preparing the treatment body.
    3. You can use a sub-activity CorrCreate to generate the treatment content which will be available in a clipboard page pyCorrpage.
      Note: This activity populates the clipboard and the properties pyCorrPage and pyBody hold the treatment content.
    4. Map the EmailBody parameter with pyCorrpage.pyBody property from clipboard.
    5. In the parent activity, map the value to the property corresponding to EmailBody parameter, which holds the value for the treatment body, of the SOAP service. tag">For more information on request mapping, see Creating a Connect SOAP rule.
  • Previous topic Configuring the action flow for payment reminder actions
  • Next topic Configuring SMS and Email treatments for Payment reminders

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