Configuring CCS Q for Web Callback

Overview

A Call-Back button or hyperlink can be placed on a website or in an email. A prospective customer can then click the link and be taken to a form to enter their details. As well as a name and phone number, these details can include a text message and a preferred time for the call-back. The form can also include options for which queue the customer will be called from, such as sales, service, accounts or a specific product group.

 After being submitted, the form data must be entered into a table in the iPECS CCS SQL Database by communicating with the CCS Desk Web Gateway service. CCS Q will then take this information and treat the Call-back as any other incoming or outgoing call in the system, presenting it to the next available agent at the appropriate time. The Agent also has a hyper-link button that can pop the web page from which the Call-Back was requested.

Agents must enter completion code when the call-back is completed, and the completion statistics can be provided in real-time to the dashboard and for review in historical reporting. The CCS Q Real-Time screens and also historical reports log and present traffic and statistical details for Web Call-backs tasks and performance just the same as live calls in the system features.

This document does not cover the following topics which should be handled by your Web Admin / Developer.

1. a)HTML, CSS, and scripts to design the web pages and forms
2. b)Programming scripts / codes on the web site to integrate with CCS Desk Web Gateway.

Configure the Web Server

The critical requirement for the system is the integration between the web server and the CCS Desk Web Gateway. Please consult IPECS CCS Support for more information about the web services methods supported by the CCS Desk Web Gateway.

A sample web form integration with CCS Desk Web Gateway is available in iPECS Report Plus Web. Assuming the iPECS Report Plus website is installed on a machine called CCS, the URL is:http://CCS/iPECS Report Plus/WebGatewayTestPage.aspx

Configure Queue

Web Call-back utilizes the campaign and queuing engine as illustrated below

It is assumed that readers already have knowledge on how to create campaigns, queues, and completion codes within the iPECS CCS system by using the CCS Desk Manager application.

The Web Callbacks node in CCS Desk Manager needs to be configured to specify which source reference point relates to which campaign (Campaign type: Callback)

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