@Bhargavj3227

CSMakeCallControl is designed for outbound calls, but it cannot be directly triggered from the service case context. Instead, you need to use Pega Call APIs or the Call Control gadget configured in your interaction case. If you want to initiate a callback from a service case, the recommended way is to send parameters (like phone number, interaction ID) to the interaction context using data pages or activities, and then invoke CSMakeCallControl from there. Another option is to call the CTI service directly from the service case with proper parameters, but it requires custom implementation. In short, you cannot use CSMakeCallControl as-is in the service case, you need to either pass the context back to the interaction case or trigger the CTI connector directly from the service case.