Click-to-Call is a part of the Oracle Live Help Cloud Service suite of applications that enables you to provide visitors to your website with a means of speaking to a representative for assistance. The visitor clicks on a link, provides a telephone number and a call is made connecting the visitor with a customer contact agent.

The visitor’s experience is customizable and Click-to-Call is the means by which you carry out the customization. Using Click-to-Call you can change the appearance of the link, specify different links to display based on criteria such as the visitor’s location, the time of day, the availability of agents, etc.

The only requirement for a visitor to use the Click-to-Call phone-to-phone service is the visitor’s phone number. Once this information is provided, an immediate phone connection is made between the Click-to-Call system and the visitor, using regular phone lines. There are no phone numbers to dial or extra phone lines needed to connect a web call. The phone number is sent to the application server, and the connection between the caller and the call agent or call center is established. Call agents then answer the phone just like any other call.