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.

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

Step 1: Create your click-to-call surveys

1. Log in to your administrator account at http://login.velaro.com
   
2. Select Surveys > Edit
   
3. Create two new surveys, and an optional third:

• Create a call request survey for when a website visitor requests a callback. Make sure this survey at least requests the users name and phone number.  Select the 'set as username' and 'set as phone number' buttons for the respective questions.  All the information collected in this survey will be presented to your agents when the call request is routed.
• Create a second survey to 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.
• Create a third survey (optional). This will displayed to your customer service agents 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.

For additional help in setting up custom surveys, please see: http://kb.velaro.com/KnowledgebaseArticle10027.aspx

Step 2: Deploy your click-to-call buttons

1. Select Engage > Deploy
2. Choose desired department from the ‘Working on’ drop down box
3. Select ‘Click-to-call’ from the left
4. Change to desired ‘online’ and ‘offline’ buttons
5. Select your desired settings below
6. Copy and paste this script on your website where the click-to-call button will be displayed

Step 3: Configure your click-to-call settings

To editing your pre-call settings:

1. Select Engage > Design
2. Select your department from the ‘Working on’ drop down
3. Select ‘Pre click-to-call’ from the ‘Current Form’ drop down
4. Configure your routing and agent availability settings
5. Under ‘Pre-call Survey’ select the pre-call survey you created in step one
6. In the ‘Edit Form’ section modify the appearance of your pre-call form

To edit your post-call settings:

1. Select Engage > Design
2. Select your department from the ‘Working on’ drop down
3. Select ‘Post click-to-call’ from the ‘Current Form’ drop down
4. Under ‘Post-call Survey’ select the post-call survey you created in step one
5. Under ‘Post-call Agent Survey’ select the post-call agent survey you created in step one (optional)
6. In the ‘Edit Form’ section modify the appearance of your post-call forms

Step 4: Set up your agent settings

1. Select Account > Users
2. Select the agent you would like to enable click-to-call
3. Scroll to the ‘Click to Call Information’ section
4. Select the connection settings you would like to use

• You can use Velaro’s in house conferencing system free of charge, simply leave the username and password blank.  Or select one of the many popular services we integrate with and enter your username and password.

5.   Select 'Save'

Note: Velero does not charge additional telephone connection costs, however any standard local telephone rates apply.

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.