This section is a draft that’s in public preview. We’re giving you a sneak peek at what to expect. To see the new Calling feature, you can sign up for the beta program at https://gobeta.webex.com.

Click-to-call enables customers to call into your organization using audio directly from their web browser, without additional software downloads. Click-to-call makes it easier for customers to reach out for support, inquiry, or consultation.

Key features

  • Browser-based access: Customers can initiate calls from any modern web browser without any additional downloads or complex setup, simplifying the ease of use.

  • Customizable experience to match organization needs:  You can use the Webex Calling SDK to customize the customer interaction experience according to your organization's specific needs and brand identity.

  • Seamless integration with Webex Calling: Click-to-call works with the main number of Webex Calling Hunt Group, Auto Attendant, Customer Experience Basic Call Queue, and Customer Experience Essentials Call Queue.

  • Secure Communication: Ensures that all calls are encrypted and secure, protecting customer data and privacy.

Benefits

  • Enhanced customer experience: Provides a simple and hassle-free way for customers to reach your organization.

  • Improved efficiency: Streamlines the communication process, by enabling the customers to call agents in Customer Experience Essentials and Basic call queues and hunt groups.

  • Cost effective: Reduces the need for additional software licenses and maintenance.

Use cases

  • Customer support: Allow customers to quickly connect with support representatives for assistance.

  • Sales inquiries: Enable potential customers to reach out for the product information and consultations.

Configure click-to-call in Control Hub

Through the Control Hub, you can enable click-to-call, set up numbers, and adjust preferences, such as privacy settings. You can add the main number of Webex Calling Hunt Group, Auto Attendant, Customer Experience Basic Call Queue, and Customer Experience Essentials Call Queue as destination phone numbers that customers can dial.

Before you begin

You can’t add a PSTN number as a customer calling number.

1

Sign in to Control Hub.

2

Go to Services > Calling > Service Settings.

3

Go to the Click-to-call section and toggle on Enable Click-to-call.

click-to-call enable screen
4

Click Preferences.

5

From the Add destination number drop-down, search and choose the numbers.

These are the main number of Webex Calling Hunt Group, Auto Attendant, Customer Experience Basic Call Queue, or Customer Experience Essentials Call Queue, that your customers can dial.

click-to-call preference settings page

6

Enable Hide connected user's caller ID to hide connected line identity from customers.

Enabling this option hides the name and phone number of the person that the customer is connected to, even if the call is transferred or forwarded to someone else.

7

Click Save.

What to do next

Once you've configured the click-to-call feature, you can then create a click-to-call widget.

Create click-to-call widget

Once you've configured the click-to-call in the Control Hub, you can map the destination phone numbers to a click-to-call widget on your organization's website.

Customers use the widget to call your organization. Based on the configured number, the call is routed to the relevant user or features, such as call queue, auto attendant, and so on. The users within the organization can answer the customer calls using their Webex App or phone.

To create a widget:

1

Integrate the Webex Calling SDK on your web page: See Webex Calling SDK to get started. The Webex Calling SDK helps integrate audio calling capabilities into your solutions.

2

Create a widget:

  1. Create a Service App.

  2. Authorize the Service App in the Control Hub by navigating to Management > Apps > Service Apps.

  3. Generate guest tokens and use it on the web page.

    See  Service App Guest Management to create the Service App and generate guest tokens.

Calling experience for your customers

Customers can use their browsers on the desktop or mobile device to initiate the call, and they can mute or unmute during the call.

  • A customer calling into your organization can’t receive a call.
  • A customer calling into your organization can’t hold, resume, or transfer calls, but the called user can use these features.