Jacada Interaction Server supports the ability for customers to contact a call center agent while navigating through an Interaction. When the Allow Call Return setting is set to Yes in the Mobile Web application client settings and/or the Web Self Service application client settings, the following page opens when customers click the Call Return icon on the Contact Us page:


The method of handling a customer's request for a callback is set in the Admin Console, in the Call Return Settings portion of the Connectivity page (Settings > Connectivity).

The following callback methods are supported:

  • Email: When customers request a callback, an email is sent to the call center, and alerts an agent that a customer is waiting for a callback. The email text includes the customer's phone number, and the Interaction Unique ID. The email method is the default callback method.
  • External Service: When customers request a callback, a call is made to a web service with a request to place the customer's number in the queue, and to save the Interaction Unique ID. The web service involved should be one that provides CTI services (e.g., Twilio, Avaya Callback, Cisco Courtesy Callback, etc.).

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

Configuring Call Return Settings: Email

When the Email method is used, an email is sent to an agent when a customer requests a callback. By default, the email is sent to the email address provided in the Primary Contact field on the Account Information page. The content of the email, which is hard coded, provides the agent with the following information:

  • Customer's phone number
  • A link to the Interaction history
  • The time at which the customer requested the callback (timezone is the one in which the customer initiated the request)
  • Other data passed by the call return Email Variable Set (if configured in the Interaction Designer)

To configure email call return 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 dropdown list in the Call Return Settings section, select Email.

  4. In the Email Address field, enter the address to which the alert message to agents should be sent. (This field is populated by default with the address provided on the on the Account Information page.)
  5. At the upper right corner of the page, click Save.
    Changes are saved in the system.

Configuring Call Return Settings: External Service

When the External Service method is used, when customers request a callback, a call is made to an external web service to schedule the callback. The web service that is called should be one that provides CTI services (e.g., Twilio, Avaya Callback, Cisco Courtesy Callback, etc.).

To use the External Service method, one or more integration points of the Callback type need to be created. A callback integration point includes the endpoint URL to be used, and the specific request to be sent. As part of the request, the Unique Interaction ID is saved, ensuring that full Interaction data can be accessed by the agent who gets the call.

Note: For details about how to create Callback type integration points, refer to Adding a REST Integration Point.

To configure External Service call return 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 first dropdown list, select External Service. Then, from the System Integration Point dropdown list, select the integration point to be used. (All defined Callback type integration points are listed.)
    Note: If there are no Callback type integration points defined, or if you want to create an additional Callback integration point, click Add to access the New Integration Point wizard. For details about using the wizard, refer to Creating and Customizing Interactions.
  4. At the upper right corner of the page, click Save.
    Changes are saved in the system.

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