Click to Call and Commerce Service Center can be configured to work with or without a CTI system. With a CTI system, once the unique call information has been obtained, initiates a browser screen. The browser invokes a URL that passes the caller ID as a query parameter. Commerce Service Center looks up the call token from Webcare using the caller ID, looks up the customer information using the call token, and configures the agent’s environment with the customer and order information.

If the CTI system supports multisite, and you are running in a multisite environment, the siteId is set by the CTI system and the site based on that siteId is loaded into Commerce Service Center. The siteId is stored in the repository and added to the Click to Connect repository.

Commerce Service Center also provides a mechanism for your CTI system to authenticate an agent. The CTI system can be configured to pass the agent username to Commerce Service Center for authentication. The authentication process requires that the system must pass a salted hash of the username for security. If you do not wish to configure authentication, agents can log in to Commerce Service Center manually using the Commerce Service Center log in screen.

You can integrate your CTI system using the Live Help On Demand Agent Console to obtain the caller ID information from a screen scrape. To use the Agent Console, you need to install and configure it on each agent’s desktop.