The Call Now configuration settings determine the call handling method used when a customer presses the Call button during an Interaction.
Jacada Interact supports the following call handling methods:

  • Direct Dial: The call is directed to the number specified in the Interaction's Call Now Phone Number system variable. By default, no additional information is passed with the call. However, the call center can store a unique identifier, such as the ANI, in the historySearchID URL parameter (for the Interaction instance). This parameter can be used by an agent to search for and access the Interaction history. In the following example, 1-800-0000000 is the default value of the Call Now Phone number variable:

     
    The workflow for the Direct Dial call handling method is shown in the following diagram:
  • Direct Dial with DTMF Code: The call is directed to the number specified in the Interaction's Call Now Phone Number system variable. A DTMF code (which is associated with the unique ID of the Interaction instance) is passed with the call. This method is used by default.

    Note: Due to limitations of the Android platform, the DTMF code will not be passed by Android devices. For assistance in creating alternative solutions for the Android platform, please contact Jacada Support.


    In the following example (from the Web Self Service application), the DTMF code is 1017010.
    The workflow for the Direct Dial with DTMF Code call handling method is shown in the following diagram:
  • DNIS Manager: The call is allocated to one of a group of numbers that are predefined in the Admin Console. For a workflow diagram and more details about DNIS, refer to Working with the DNIS Manager.

The following procedure explains how to set the default call handling method for the Call Now feature. The default method will be used by all applications for which a specific method has not been defined. For information about defining Call Now settings for a specific application, refer to Configuring Application Connectivity Settings.

To configure Call Now settings:

  1. From the menu bar of the Admin Console, select Settings > Connectivity.
    The General tab of the Connectivity page opens, displaying currently defined settings.

  2. At the upper right corner of the page, click Edit.
    The settings become editable.
  3. From the Select the method... dropdown list, select the desired method.

  4. If DNIS Manager is selected, enter an appropriate value in the Number allocation timeout textbox. In runtime, allocated phone numbers will be freed from allocation following the number of minutes specified.
    If a Direct Dial method is selected, the Call Now Phone Number value is configured separately.
  5. If After Hours settings are defined, from the After Hours settings dropdown list, select the relevant After Hours schedule.
    Note: To clear an After Hours schedule that is already defined, select None.
  6. At the upper right corner of the page, click Save.
    Changes are saved in the system.

Setting the Value of the Call Now Phone Number
The default value of the Call Now Phone Number system variable is set from the Interaction Variable: Call Now Phone Number page, which is accessed from a link on the Connectivity page. By default, designers may allocate this variable, so the actual value is determined in runtime. If you do not want the default value to be changed, you may make the variable Read Only.
If the Call Now Phone Number system variable is currently being used in one or more Interactions, a warning popup is presented when you change the default value of the variable.

To set the value of the Call Now Phone Number:

  1. On the Connectivity page, verify that the Call Now handling method selected is Direct Dial or Direct Dial with DTMF Code.
  2. On the right side of the page, click the Change System Variable 'Call Now Phone Number' link.
    The Interaction Variable: Call Now Phone Number page opens.

  3. In the Variable Value textbox, enter the default value of the Call Now phone number.
  4. If desired, in the Description field, enter notes or comments about the value.
  5. If you wish to make the Call Now Phone Number a Read Only variable, from the Read Only dropdown list, select Yes.
    Note: If you make the variable Read Only, designers will not be able to change the default value of the variable.
  6. At the upper right corner of the page, click Save.
    Changes are saved in the system.

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