When the customer initiates a call, their customer and order information is written to the database. A unique call identification number as well as the customer’s phone number are 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.

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.

When the agent enters the phone number into a Commerce Service Center Start Call screen, Commerce Service Center obtains the information about the call using a token and presents the agent with the customer’s order information. The agent can then assist the customer as with any other Commerce Service Center call.