Velaro's click-to-call feature allows you to place a button on your website that when clicked, will forward a request for a call-back to one of your agents that you have logged into the Velaro Desktop application.

By implementing click-to-call on your website, you can make it simple for your customers to request a voice telephone call, and in addition, leverage Velaro's automated routing capabilities to efficiently route incoming call requests to the most appropriate agent.

You will need to complete several areas in the Control Panel to enable Click to call.
1. Create your Click to call surveys.
2. Upload and/or select your Click to call buttons.
3. Configure your Click to call settings.
4. Deploy your Click to Call buttons.

The rest of this article walks you through the steps required to get your account setup for using click-to-call on your website:

Create your Click to call surveys.
[IMPORTANT: IN ORDER TO FULLY USE VELARO'S CLICK TO CALL CAPABILITIES, YOU MUST HAVE ACCESS TO VELARO'S SURVEY MANAGEMENT SYSTEM]

1: Log in as an administrator to the Velaro control panel at http://login.velaro.com
2: Select Setup -> Surveys from the control panel menu.
3: You will need to create two (2) new surveys, and an optional third.

The first survey to create will be displayed when a website visitor requests the callback. Make sure this survey requests the user's NAME and PHONE NUMBER. Make sure that in your Pre-call survey you set the question for Name as "user name" and the question for their phone number is set as "phone number"  All the information collected in this survey will be presented to your agents when the call request is routed.

The second survey to create is displayed to your visitors after the request to call has been made. This survey is typically a customer satisfaction survey that is used to help collect valuable feedback about the quality of the call.

The third survey is optional. It is displayed to your customer service agent that receives the call request and presented to them after the call is complete. It allows you to collect additional information about the call from your agent.

Velaro ties all the above surveys together and presents them in the reporting section of the control panel. You can view them as a site administrator or manager from the Report -> Click-To-Call menu hierarchy.

[IMPORTANT: VELARO ALLOWS YOU TO USE DIFFERENT SURVEYS FOR YOUR MAIN ACCOUNT AND FOR EACH OF THE INDIVIDUAL DEPARTMENTS THAT YOU HAVE SET UP. IF YOU ARE GOING TO USE DIFFERENT SURVEYS PER DEPARTMENT, YOU SHOULD SET THEM ALL UP BEFORE MOVING ON TO THE NEXT STEP.

If you wish to design your own click to call buttons please do so and upload them into your Image Gallery.

1. Upload your custom buttons by going to Customize -> Image Gallery in the Control Panel. Make sure you select "Live Help Buttons" in the category selection before uploading your new buttons.

Now that you have uploaded your new buttons for click to call or if you are going to be using buttons from the public gallery you will need to choose which buttons you want to use.

2. In the Control Panel go to Customize -> Buttons.
3. Select on the left side "Click to call buttons"
4. Select the appropriate department.
5. Choose your online and offline buttons by clicking "change" and select the button you wish to be displayed.
6. Do this for each department that you will be using the Click to call function.

Configure your Click to call settings in the Control Panel.

1. In the Control Panel go to Setup -> Click to Call
2. You will need to configure how calls are routed.
Auto routed will send the call request to the least busy agent in a round robin fashion. Broadcast will send the call request to all available agents and let them choose to take the call or not.
If an agent is in a call you can also configure the system to still route chats to them while in a call or not.

3. Select the "Conferencing" tab to tell Velaro how you want the calls to be made.

[IMPORTANT: IN ORDER TO FULLY USE VELARO'S CONFERENCING THERE ARE ADDITIONAL PER CONNECTION COSTS, PLEASE CONTACT YOUR SALESPERSON FOR FURTHER DETAIL, IN MOST CASES, US TO US CONNECTIONS ARE APPROXIMATELY 10 CENTS PER MINUTE. THERE IS NO ADDITIONAL VELARO COST FOR MANUAL DIAL OR VONAGE FOR SMB AND ENTERPRISE CUSTOMERS]
There are three different methods for calls to be made. Do not call (Manual dial), Velaro Conferencing, and Vonage.
If you have not signed up for Velaro Conferencing or if you do not use Vonage you should configure each user for manual dial.
4. Set your agents for your specific calling method. You can either edit each individual agent or by clicking the link below them you can set all to one specific way.
5. If you have selected Velaro Conferencing you will need to edit each individual agent and set a phone number for that agent by clicking edit next to the agents name and inputting their specific phone number that will reach them. No user or password information will be required.

If you use Vonage you will also need to enter a Vonage ID and password.

6. Make sure after you have input the agent information you click "Update" to save your changes.

Now you will need to configure the surveys you have created for Click to Call.

1. Select the "Surveys" tab from within the Click to call setup page.
2. Select the appropriate survey for your Pre-call, Post-call, and optional Agent Post-call.

Configure the rest of your departments for Click to call by repeating the above steps for each department you would like to use

Now you will need to deploy your Click to call buttons to your web pages.

1. In the Control Panel select Deploy -> Live Help Buttons
2. Select the option "Click to Call button" on the left
3. Select the department this will be for, General is the site level and is not specific for a department.
4. If you need SSL select those options as well.
5. Once the script has refreshed copy and paste the script into your web pages where you would like the Click to call button to appear.
6. Repeat the above steps for buttons directed to individual departments.

Now you will have Click to call setup and your website visitors will be able to request a phone call from one of your agents.

If at any time you feel you need help setting up Velaro's click-to-call capability, please remember that Velaro provides free e-mail, phone, and chat support.