To create a call link:
Log into Webcare, and go to Setup > Link Builder. The LinkBuilder page appears.
Next to Add a New, click one of the following link types:
Web—Used for exact positioning of the link icon; insert into
DIVIDs or with static code.Email—JavaScript-free and are used on Flash/Flex heavy pages and in marketing email campaigns. Additionally used when a customer cannot have third-party JavaScript on the site.
Note: Cannot be used in conjunction with rules.
Timeout/Hover—Timeout links are used when showing the invite after a specific, configurable durations (for example, x seconds after a page load or x seconds after keyboard inactivity) or when you want to use one of the other timeout features (for example, hide invite after x seconds).
Hover links are used to show the invite in a fixed location on the screen while the visitor is scrolling down a web page.
Exit—Obsolete; this link type is no longer used.
Note: If you want to choose a different link type, you can change the link type on the Link Customization page by selecting from the Link Type menu.
On the Link Customization page, enter the following information:
Link Name—[Required] Descriptive name given to a link to distinguish it from another link or to easily identify it based on its use or placement. This name is what appears on the Link Builder index page for future maintenance.
Link Type—[Required] Refers to the Click-to-Call service type or intended link usage, and affects the HTML code created for the link.
Language—[Required] The language in which the call window is to be displayed.
Phone Number—[Required] Specifies the destination phone number to which the link’s calls will be routed. This is generally the contact center’s phone number.
Select the country of the destination phone number from the menu and then enter the phone number.
Note: For international numbers, calling rules are in place to account for most national prefix (for example, 330 or 33 can be entered). One known exception to this is Italy where the national prefix must be defined by the user (for example, use 390 for calls to landline, and 39 for calls to mobile).
Extension—[Optional] This feature supports destination phone numbers that call an IVR (Interactive Voice Response) system where callers typically need to press a sequence of digits on their telephone keypad to be routed to the appropriate destination (for example, Sales, Customer Support, or Accounting).
By entering a sequence of digits, the system automatically plays the digits required to route the caller to the appropriate destination.
Valid characters include the digits 0 through 9, star (*), pound (#), comma (,) and period (.); where comma (,) represents a two-second delay and period (.) silences audio messages during the auto navigation.
UI Title—[Optional] If a value is entered here, it is the title of the user interface for this link as displayed in the title bar of the browser (every page of the user interface displays this title). If left blank, the default title entry is used.
HTTPS Link—[Optional] Specifies that the link is used on a secure page. It is beneficial to use a HTTPS link on a page whose URL starts with
https://and not use it on a page whose URL starts withhttp://. This action prevents a user from receiving a message that indicates they are navigating away from or into a secure page.IVR—[Optional] Calls are routed to a call center where an Interactive Voice Response (IVR) system is enabled. The call connection display includes a graphic representation of a telephone keypad with buttons the caller can click when prompted by the IVR messages to route the call to the desired destination.
Reporting Vars (Variables)—Reporting variables is a tool you can use to collect any data you want to keep about individual calls or look at in aggregate. Specify what you want to track for each call, and the data is passed to your reports when a completed call has been made.
Reporting variables can be entered in Link Builder for each link and passed in statically. Reporting variables can also be populated dynamically in session via Engagement Engine rules. For more information on using reporting variables with Click-to-Call links, please refer to Set Up Instructions found under Documentation > Training Materials.
There are ten different possible buckets you can use: var1, var2, var3, up to var10. Each reporting variable can accept up to 128 characters. For more information on using reporting variables, please contact Customer Support.
Title Variable—Specifies what, if any, reporting variable field the title of the page should be placed into.
Link Icon—Choose from branded icons to appear as the call image for each link, or upload company specific icons using the Choose a Different Icon link.
Note: Using this component is discussed later in this procedure.
Debug IP Match—[Optional] Contact your Live Help On Demand implementation specialist for more information.
Custom URL—[Optional] Leave blank. Contact your Live Help On Demand implementation specialist for more information.
Custom Off URL—[Optional] Contact your Live Help On Demand implementation specialist for more information.
Custom Features—Contact your Live Help On Demand implementation specialist for more information.
Survey—Identifies the survey that is shown when the call terminates. These can be made by going to Setup > Survey Builder.
Agent Survey—Survey available to the chat agent (in the Survey tab), used to collect feedback and outcomes of each completed chat session.
Button Shown URL—A URL that is loaded when the button is displayed.
Note: This is only valid for timeout and hover links.
Must be either an image URL or a JavaScript call starting with JavaScript or
.jsfile URL. Make sure you use theimg srcbetween theNOSCRIPTtags. The URL is loaded by the customer’s browser via anIMG SRC=tag. The following additional information is appended to the URL:varx=x(The link’svarxdata value where x can be 1-10)callstate=buttonshown(Identifies what action has occurred)Note: If using WebEvents as Button Shown URL, the WebEvent’s variable inherits the call’s variable fields.
Prohibit Mobile Phones—Calls are disallowed when the customer enters a mobile phone.
Under Link Icon, you can accept the default link image or click the Choose a Different Icon link. If you click the link, the Choose Link Image window appears.
Click the Custom URL option to upload a custom icon (usually one that it is specifically branded for your company). You can type in the URL for the custom image, or click the Upload/Choose Custom Icon link to select from the stored files repository.
Make any changes to the language to be displayed.
Click one of the other image options displayed on the page.
Click Change at the bottom of the page to save your changes.
The link icon image on the Link Customization page changes to reflect your choices.
Once you have made all the changes to the Link Customization page, at the bottom of the page, click Add Link. The Link Created page appears.
Place the created code snippets in the appropriate places in your web pages. The first code snippet is placed in the web page
<HEAD>; the second code snippet is placed where the link icon is to appear on your web page.Save the page to your site. It is now available for use. Visitors can now be connected to the phone number you have designated for this link.
Note: You can return to the main LinkBuilder page at any time, and click the icon to get the HTML code for your created links.
Create any additional call links you need for your website using this procedure, or click Finish.
