Open Link Builder by selecting Setup > Link Builder from the WebCare menu.

Select which type of link to create by clicking on the appropriate hyperlink in the Add a new web/email/timeout/exit/hover link.

Note: Although you can still select to create a new Exit link, these links are no longer supported by Click-to-Call.

This opens the Link Customization page.

Once the Link Customization page displays, enter the following information:

Link Name: This is a required field where you must provide a unique name for this link. This name is what appears on the Link Builder page.

Link Type: This is a required field where you can specify what type of link you are creating. This is pre-populated with the type of link you clicked on to open the Link Customization page.

Email Link Type: This is a required field for email links only. You can use it to specify whether the link is displayed as text or an image within the email.

Language: This is a required field where you specify the language in which you wish to display the call window.

Phone Number: This is a required field where you specify the telephone number to which calls initiated via the link are routed. You must select the country of the destination phone number from the dropdown. This automatically provides the international dialing code for that country, and you must provide the destination phone number in the text box.

Note: If you select Italy as the destination country, you must define the correct dialing prefix by including a 0 at the start of the destination telephone number if the number refers to a landline. Any Italian destination telephone numbers that do not start with a 0 will be treated as a call to a mobile number.

Extension: This is an optional field where you can provide further information if the destination telephone number calls an Interactive Voice Response (IVR) system. By entering a series of characters you can route the call to the appropriate destination. Valid characters for this field are digits, star (*), pound (#), comma (,), and period (.). The comma represents a two-second delay and the period suppresses audio messages while routing the call.

UI Title: This is an optional field where you specify the title that is displayed in the browser title bar for this link. This title is displayed on every page of the GUI. If nothing is entered, the Link Name is displayed.

HTTPS Link: This is an optional field where you specify whether the link is used on a secure HTTP page. It is preferable to use a HTTPS link rather than a HTTP link as it prevents the user receiving a message telling them they are navigating away from or onto a secure page.

Note: If you select ‘Yes’ for this option, all images displayed on the page must reside on a secure page.

Talk by PC: This feature is no longer available and this field should be left with the default values.

IVR: This field is only available if Talk By PC has been selected. The Talk By PC feature is no longer available and this field should be left with the default value.

Reporting : These are optional fields where you can specify which reporting variables you wish to track for each call. This data is passed to your reports once the call has completed.

Reporting variables, sometimes referred to as Optional Data Fields, allow you to collect any data you want to keep about individual calls or look at in aggregate.

The reporting variables may be populated either statically or dynamically. To statically populate a reporting variable, you can enter values in the Reporting V fields. To populate the variables dynamically you must use Oracle Engagement Engine. For more information on Oracle Engagement Engine, please contact your Oracle Live Help Implementation Specialist.

Link Builder allows you to specify up to three reporting variables (Var 1, Var 2, and Var 3) which will be passed statically for each link. Each of these can accept up to 128 characters.

You can configure a total of 10 possible variables to use as a reporting variable by selecting Reporting > Setup > Edit Reporting Variable Names from the WebCare menu.

For further information on using reporting variables, please contact Oracle Live Help Customer Support.

Title Variable: This is an optional field where you can specify which, if any, of the reporting variables should be populated with the title of the page.

Link Icon: This is a required field where you can specify which image to use for the link. You can choose from the default images provided by clicking on the image displayed or by clicking on the Choose a different image link and selecting the image you desire. Default images are available in English, French, Greek, Portuguese, and Spanish.

Alternatively, you can upload a link of your own design by clicking on the image displayed or the Choose a different image link and selecting the Custom URL option. You must then provide a URL for the image you wish to use and click on the Upload/choose custom icon link.

Once you have selected your desired image, click the Change button to confirm your choice and return to the Link Customization screen.

Debug: This is a required field for Hover and Timeout links only. You can use it to identify what level of debugging you wish to use with this flag. This field has a default value of 0.

Note: Please contact your Oracle Live Help Implementation Specialist for more information about using the debugging feature.

Debug IP Match: This is an optional field where you can provide a RegEx to identify whether debugging should be used. Debugging will only be activated if the visitor’s IP matches the RegEx provided. We recommend that you leave this field blank.

Note: Please contact your Oracle Live Help Implementation Specialist for more information about using this feature.

Mouseover: This is an optional field for Hover and Timeout links where you can specify a URL for an image that will replace the link image when the mouse is moved over the image. The image must be the same width and height in pixels as the original image.

Custom URL: This is an optional field for Hover and timeout links where you can specify a URL to call to display a ‘Before You Go’ style message to the visitor.

Note: Please contact your Oracle Live Help Implementation Specialist for more information about using this feature.

Custom Off URL: this is an optional field for Hover and Timeout links where you can specify a URL to call to display a ‘Before You Go’ style message to the visitor when your customer contact center is set to ‘closed’ or ‘off’ according to the Operating Hours Set in use.

Note: Please contact your Oracle Live Help Implementation Specialist for more information about using this feature.

Custom Features: This is an optional field for Hover and Timeout links where you can specify the features for the window in which the webpage identified in the Custom URL field opens.

Note: Please contact your Oracle Live Help Implementation Specialist for more information about using this feature.

Positioning: This is a required field for Hover and Timeout links where you specify the position of the top left corner of the link.

Minimum Window Size: This is an optional field for Hover and Timeout links where you can specify the minimum dimensions of the browser window if a link is to be displayed.

Relative to Layer ID: This is an optional field for Hover and Timeout links. If you wish to use the link in a static position, you can make it relative to the Layer ID specified in this field.

For example, if you create a DIV object called C2Coffer, then you could enter that name in this field and the link will display relative to the DIV object.

Note: If you enter a value in this field, it will override any selection made about whether the position is relative to the page or window in the Positioning field.

Z-Index: This is a required field for Hover and Timeout links where you can specify the CSS z-index property of this link. This is important in determining the render order of the link and any other HTML elements on the page. This field has a default value of 1,000.

Note: Due to the complex nature of some links, Oracle reserves the right to use z-index values up to 100 higher than the value provided in this field. For example, if this is set to 1,000, Oracle may use z-index values between 1,000 and 1,100 when rendering this link.

In a Window?: This is a required field for Hover and Timeout links where you specify whether or not to display the link in a window which the visitor can close. The default value for this field is ‘No’.

Display: This is a required field for Hover and Timeout links where you specify what to display for the link. The options available are:

Button: This displays a button that opens the Click-to-Call GUI when clicked.

GUI: This displays the GUI directly onto the page.

Imagemap: This displays a client-side imagemap.

Close After Click: This is a required field for Hover and Timeout links where you specify whether or not the layer is closed after the visitor clicks on the button or imagemap. The default value for this field is ‘No’.

Show When Off Or Closed: This is a required field for Hover and Timeout links where you can specify whether or not the link is displayed when it is in an Off or Closed state. If you select ‘Yes’ the Off or Closed links specified in the Advanced Features section will be shown as appropriate. The default value for this field is ‘No’.

Button Shown URL: This is an optional field for Hover and Timeout links where you can specify a URL that is loaded when the button is displayed. The value entered must be either an image URL, a .js file URL, or a JavaScript call starting with JavaScript.

You must ensure you use the img src between the NOSCRIPT tags. The URL is called by the customer’s browser via an IMG SRC= tag. The following additional information is appended to the URL:

varx=x (The link’s varx data value where x can be 1-10)

Callstate=buttonshown (Identifies what action has occurred)

Note: If using WebEvents within this field, the WebEvent’s variable inherits the call’s variable fields.

GUI Loaded URL: This is an optional field where you can specify a URL that is called when the GUI is displayed. The value entered must be either an image URL, a .js file URL, or a JavaScript call starting with JavaScript.

You must ensure you use the img src between the NOSCRIPT tags. The URL is called by the customer’s browser via an IMG SRC= tag. The following additional information is appended to the URL:

jscallid=x (A number that uniquely identifies the call)

varx=x (The link’s varx data value where x can be 1-10)

Callstate=guiloaded (Identifies what action has occurred)

Note: If you want variable data to be passed dynamically, you must use the webVoicePop() JavaScript call as shown below:

Example 1;

webVoicePop('Template=1022','webeventguiloaded=http://as00.estara.com/webcare/webevents/webevent.php?accountid=youraccountid&Template=1022','var1=var1data','var2=var2data');

Example 2;

webVoicePop('Template=1022','var1=var1data','var2=var2data');

These two examples function identically if the field is populated with http://as00.estara.com/webcare/webevents/webevents.php?accountid=youraccountid&Template=1022.

Note: If using WebEvents within this field, the WebEvent’s variable inherits the call’s variable fields.

User-Side Call Started URL: This is an optional field where you can specify a URL to load when a visitor requests that a call is made. The value entered must be either an image URL, a .js file URL, or a JavaScript call starting with JavaScript.

This is less reliable than the Server-Side Call Started URL field as it won’t be loaded if the GUI is closed, but it does enable you to pass the visitor’s cookies.

You must ensure you use the img src between the NOSCRIPT tags. The URL is called by the customer’s browser via an IMG SRC= tag. The following additional information is appended to the URL:

jscallid=x (A number that uniquely identifies the call)

varx=x (The link’s varx data value where x can be 1-10)

Callstate=callstarted (Identifies what action has occurred)

Note: If you want variable data to be passed dynamically, you must use the webVoicePop() JavaScript call as shown below:

Example 1;

webVoicePop('Template=363','usercallstartedurl=http://as00.estara.com/webcare/webevents/webevent.php?accountid=youraccountid&Template=1022','var1=var1data','var2=var2data');

Example 2;

webVoicePop('Template=363','var1=var1data','var2=var2data');

These two examples function identically if the field is populated with http://as00.estara.com/webcare/webevents/webevents.php?accountid=youraccountid&Template=1022.

Note: If using WebEvents within this field, the WebEvent’s variable inherits the call’s variable fields.

Note: Please contact your Oracle Live Help Implementation Specialist for more information about using this feature.

Prohibit Mobile Phones: This is a required field where you can specify whether to prohibit calls if the customer enters a mobile phone number. By default this is set to ‘No’.

In addition to these fields, you can enter some additional information to fine tune your call link configuration by clicking on the Show Advanced Features button at the bottom of the page. In addition to displaying additional fields, the Show Advanced Features button adds two sections to the Link Customization page. These sections are called Button Visibility and Value Added Services. These sections group related fields to aid in customizing the link.

The fields that are displayed by the Show Advanced Features button are:

Group Name: This is an optional field where you can assign this link to a group. The list of links displayed on the Link Builder welcome page can be filtered by group name.

GUI: This is an optional field where you can specify the pop-up User interface to display when the customer clicks on the link presented.

PC to Phone ANI Display: This field relates to the deprecated Pc-to-Phone functionality and should be left blank.

Phone to Phone ANI Display: This is an optional field where you can specify the caller-ID to display to the agent for a Phone-to-Phone call. For the US, this must be a 10-digit number. If it is longer than 10 digits, only the last 10 digits will be used. Internationally, the requirements for this field vary from country to country, but the number used should be a valid telephone number.

Note: All requests to change the number displayed must be tested individually as carrier rules vary and some may not work as required.

If you check the Unique for each user? check box then the system assigns a unique number for that is then associated to all calls from the customer’s computer. You may need to configure your IVR or automatic call distributor (ACD) to pass these numbers along, as they may otherwise be flagged as invalid numbers. The numbers must be passed through for synchronization to work with agent tools such as the Live Calls API and the Agent Console.

The Button Visibility section contains the following additional fields that you can configure:

Percentage Shown: This is a required field where you can specify how often the button is displayed. By default this is set to 100%. This field is most commonly used when a link is first launched as it enables you to slowly ramp up how often it is displayed.

Link Off/On: This is a required field where you can turn a link on or off. If it is set to ‘Off’, the system will display the Off Link Icon if one is specified. If no Off Link Icon is specified then the link is hidden from visitors.

Off Link Icon: This is an optional field where you can specify the link to display to visitors if a link is set to ‘Off’. You can choose from the default images provided by clicking on the image displayed or by clicking on the Choose a different image link and selecting the image you desire.

Alternatively, you can upload a link of your own design by clicking on the image displayed or the Choose a different image link and selecting the Custom URL option. You must then provide a URL for the image you wish to use and click on the Upload/choose custom icon link.

Once you have selected your desired image, click the Change button to confirm your choice and return to the Link Customization screen.

Link Operating Hours: This is a required field where you can specify which set of operating hours to use to determine when your customer contact center is open. The default value for this field is ‘All Hours’. For more information on creating an Operating Hours set, please refer to the Operating Hours section of this document.

You can view an on-screen representation of an Operating Hours set by clicking on the View link beside this field. This displays a pop-up window showing when the customer contact center is available.

Closed Link Icon: This is an optional field where you can specify which icon to display when the customer contact center is closed. You can choose from the default images provided by clicking on the image displayed or by clicking on the Choose a different image link and selecting the image you desire.

Alternatively, you can upload a link of your own design by clicking on the image displayed or the Choose a different image link and selecting the Custom URL option. You must then provide a URL for the image you wish to use and click on the Upload/choose custom icon link.

Once you have selected your desired image, click the Change button to confirm your choice and return to the Link Customization screen.

Max Simultaneous: This is an optional field where you can specify the maximum number of simultaneous calls that may be active at any time. If a caller attempts to view the GUI after this number is reached, the system displays a closed message with ‘Please try again later’.

The Value Added Services section displays the following additional fields that you can configure:

Link Route: This is a mandatory field that is only available if link routes have been defined using Link Router. You can use it to specify what link route should be associated with this link. The default value for this field is ‘None’.

User-Side Termination URL: This is an optional field where you can specify a URL to load when a call terminates. The value entered must be either an image URL, a .js file URL, or a JavaScript call starting with JavaScript.

This is less reliable than the Server-Side Termination URL field as it won’t be loaded if the GUI is closed, but it does enable you to pass the visitor’s cookies.

The URL is loaded via the visitor’s browser.

You should only use this field if you require an external count of your completed calls, otherwise this information is already available through WebCare reports.

Note: If you want variable data to be passed dynamically, you must use the webVoicePop() JavaScript call as shown below:

Example 1;

webVoicePop('Template=1022','usertermination_urlurl=http://as00.estara.com/webcare/webevents/webevent.php?accountid=youraccountid&Template=1022','var1=var1data','var2=var2data');

Example 2;

webVoicePop('Template=1022','var1=var1data','var2=var2data');

These two examples function identically if the field is populated with http://as00.estara.com/webcare/webevents/webevents.php?accountid=youraccountid&Template=1022.

Note: If using WebEvents within this field, the WebEvent’s variable inherits the call’s variable fields.

Note: Please contact your Oracle Live Help Implementation Specialist for more information about using this feature.

Server-Side Call Started URL: This is an optional field where you can specify a URL to load when a call is made. The value entered must be either an image URL, a .js file URL, or a JavaScript call starting with JavaScript.

This is more reliable than the User-Side Call Started URL field as closing the GUI won’t affect the functionality, but it cannot be used to pass the visitor’s cookies.

The URL is loaded via Oracle’s servers.

You must ensure you use the img src between the NOSCRIPT tags. The URL is called by the customer’s browser via an IMG SRC= tag. The following additional information is appended to the URL:

jscallid=x (A number that uniquely identifies the call)

varx=x (The link’s varx data value where x can be 1-10)

Callstate=callstarted (Identifies what action has occurred)

Note: If using WebEvents within this field, the WebEvent’s variable inherits the call’s variable fields.

Note: Please contact your Oracle Live Help Implementation Specialist for more information about using this feature.

Server-Side Termination URL: This is an optional field where you can specify a URL to load when a call terminates. The value entered must be either an image URL, a .js file URL, or a JavaScript call starting with JavaScript.

This is more reliable than the User-Side Termination URL field as closing the GUI won’t affect the functionality, but it cannot be used to pass the visitor’s cookies.

The URL is loaded via Oracle’s servers.

You should only use this field if you require an external count of your completed calls, otherwise this information is already available through WebCare reports.

Note: If using WebEvents within this field, the WebEvent’s variable inherits the call’s variable fields.

Note: Please contact your Oracle Live Help Implementation Specialist for more information about using this feature.

Agent Number Override URL: This is an optional field where you can specify a URL which forces the system to check that URL to see if it returns a valid phone number. This is useful if you are using Contact Management software that maintains a list of valid generated numbers for a short time where the delay between connecting leg one and leg two of the call could mean that the obtained phone number for leg two of the call would no longer be valid.

Use Accessible C2C GUI: This is an optional field where you can specify whether to use an accessibility mode for the Click-to-Call GUI. In accessibility mode, the floating DIV object that is used to enter an extension number as part of the phone number is not displayed. Additionally, the DIV that enables the customer to specify that the call will be answered by a receptionist is not displayed and this information defaults to ‘No’.

Caller Audio: This is an optional field where you can specify the URL of a wave file to play as the leg one message. We recommend you keep this message brief as it must be played in full before the caller is connected. If you have a default caller audio, you can override it by entering ‘0’ or ‘‘none’ in this field.

Destination Audio: This is an optional field where you can specify the URL of a wave file to play as the leg two message. We recommend you keep this message as brief as possible as the customer is waiting on the line at this stage. If you have a default destination audio, you can override it by entering ‘0’ or ‘‘none’ in this field.

Show Pre-Splash Pages: This is an optional field where you can specify whether or not to display a pre-splash page to the visitor. This page can be used to ask the visitor questions, or to provide the visitor with additional information.

Pre-Splash Page Validate URL: This is an optional field where you can specify the URL to call once the visitor is finished with the pre-splash page. All of the parameters that would be passed to the GUI will be passed to this URL, so you can use this URL to validate any information the customer has provided before calling the main GUI.

Pre-Splash Page Custom URL: This is an optional field where you can specify the URL for a pre-splash pop-up to which the following parameters are passed:

wvget– Get parameters

wvpost– Post parameters

wvurl– Click-to-call action URL

wvsplashurl– Custom URL

Note: This field should be left blank if ‘Translations PrePop’ is being used.

Once you have finished configuring the link on the Link Customization page, click on the Add Link button at the bottom of the page.

The Link Created page displays and shows you what your link will look like when it is displayed to a visitor.

This page also displays two code snippets that should be added to any page where you wish to display the link. The first code snippet must be included in the <HEAD> section of your web page and the second code snippet should be placed where you wish the link icon to appear on your web page.

Note: You should NOT use this code snippet if you are making this link available through the Engagement Editor or WebCare Rule Builder.

Note: You can return to the Link Builder welcome screen at any time and click on the icon to get the HTML code for the link you created.

Save the page to your site and it is now available for use with the link included. Visitors can now be connected to the phone number you have designated for this link.

Click on Create Another Link to open a Link Customization window for a new link, or click on Finish to return to the Link Builder welcome screen.