Setting up Click-to-Call

You can initiate, hang up, or put on hold calls from external applications or websites. When an agent successfully logs in to VCC Live, an embedded HTTP server is started and bound to the port set by a supervisor. Any software that can send HTTP GET requests to the VCC Live Click-to-Call interface can be used to manage calls.

To Set a Firewall Exception to Use Click-to-Call

• Read about this process in the To Set a Firewall Exception to Use Click-to-Call section.

Enabling Click-to-Call

In order to use Click-to-Call, it must be enabled in the generic settings, as well as in your project-specific settings.

Click-to-Call is only activated at the end of a successful login process. Already logged-in agents need to first re-login.

The Click-to-Call interface is available at http://localhost:[port]/[resource]?[parameters]. Port is the port specified by an administrator, resource is one of the three possible commands, and parameters represents optional parameters.

To Enable or Disable Click-to-Call

1. From the VCC Live menu, select Contact Center > Global Settings.
2. Select the General tab.
3. In the Click-to-call pane, mark or unmark the Enable Click-to-Call checkbox.
4. Enter a port.
5. Press Save.

To Enable or Disable Click-to-Call for your Project

1. Select a project from the project list, then select Channels > Voice > Outbound.
2. In the General settings pane, mark or unmark the Click-to-call checkbox.
3. Press Save.

Note: If the Click to Call feature is not enabled in the Channels > Voice > Outbound > General settings pane, then you may encounter with the following error message: Information: Click to Call function is not allowed in this project!

Available Click-to-Call commands

At the moment, VCC Live’s Click-to-Call feature supports 4 different API commands. For more information, click on one of the links below or select them from ‘Resources’ in the left-hand panel:

• Initiating a Call
• Hanging up a Call
• Putting a Call on Hold
• Interacting with a Script