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, the CTI system 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.

Commerce Service Center also provides a mechanism for your CTI system to authenticate an agent. The CTI system can be configured to pass the a concatenation of the user name, the FTCallID, the caller’s telephone number and the hash key to Commerce Service Center for authentication. The authentication process requires that this hash key is the same on both servers. 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.

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