When the customer initiates a call, their customer and order information is written to the database and the customer’s phone number is sent to Webcare. This information is transmitted using a token that creates a unique identifier that correlates the call with the customer’s call data. The token is passed to the Click-to-Call system and is used later to obtain the data for the call, including the appropriate customer and order information, as well as the appropriate landing page for the agent.

Once Click-to-Call has obtained the token it establishes a call with both the telephony system (CTI) and the customer. The telephony system initiates the call with the agent.