Customer Click2Call

How customer click2call works

How call from a website works

A free WebRTC to SIP gateway with GUI for contact centers

Customer Click2Call is a free app that allows website visitors to call your company directly from your website without downloading anything.

It uses WebRTC technology supported by almost all desktop and mobile browsers.

The application converts the WebRTC call to SIP and sends it to your IP PBX which, in turn, transfers the call to company rep according to routing rules configured.

Customer Click2Call is totally free and only takes 2 hours to deploy.

Why?

Customer Click2Call’s advantages are in its simplicity, speed and cost.

No matter, which question a site visitor has – whether he can’t find something, needs assistance with choosing a product or has an issue with an online service. In any situation, he can get in touch with a consultant immediately with a single click.

The online call is totally free for visitors and they can call you wherever they are. It also allows them to bypass your IVR and get directly to the right group of the agents. Calls from different webpages can be routed to different groups of agents.

All of that means:

  • increased sales,
  • reduced abandoned shopping carts,
  • more loyal customers, thanks to awesome customer experience.

Try it right now

This is how the click-to-call button may look like. You can make a live call to our team right now. Click the button, allow your browser to access your mic, and see how it works.

How it works:

  • a visitor clicks on the widget embedded into your website (the style of the widget is fully customizable including colors, shadows, animations etc);
  • Customer Click2Call server initiates a SIP call to the line number configured in your IP PBX – the phone number of your sales team, or the number of queue to the skill-group,
  • your IP PBX (or contact center software) then routes the online call just like any other incoming phone call and the call finally reaches one of the company reps.

IMPORTANT: if the online call is initiated by your existing customer, the Customer Click2Call server will supplement the online call with customer phone number and customer ID for your contact center to use it when routing the call.

To install Customer Click2Call, read the manual below or download it as a PDF file here:

1. System requirements

Click2Call requires the following software installed:

  • Linux Ubuntu 16.04 LTS, 18.04 LTS
  • Docker CE (18.06.1-ce)
  • Docker Compose (1.14.0)

The server should be accessible from the Internet via UDP protocol (ports: 10000-10200). Besides that, the Click2Call server should have access to the PBX that will be used.

The server needs to be integrated with your IP PBX via a SIP trunk. On the other hand, it provides a web widget, which needs to be accessible publicly (embedded into your website). So you might consider deploying the server in DMZ.

2. Installation

To install the product, perform the following steps:

1. Create a directory for the application:

~$ sudo mkdir /opt/click2call

2. Proceed to this directory.

3. Execute the following command:

~$ sudo docker run --rm -it aurus5/click2call-webapp compose > docker-compose.yml

A configuration file docker-compose.yml will be created.

4. Modify docker-compose.yml to set the parameter values:

  • ${LOCAL_IP} — Click2Call server local IP address;
  • ${PUBLIC_IP} — public IP address of this server, accessible from the Internet (can be identical with ${LOCAL_IP});
  • ${PUBLIC_HTTP_PORT} — server will be accessed on this port via HTTP/HTTPS and WS/WSS;
  • ${CERT_PATH} — path to the file containing the certificates for the domain that will be accessed via HTTPS/WSS;
  • ${PK_PATH} — path to the private key file;
  • ${C2C_ROUTES} — list of route pairs (pattern: <alias>:<phone-address>), separated by comma (“,”). At least one route should be specified;
  • ${SIP_REGISTRAR} — SIP registration server address.

If certificate and public key aren’t specified, the server will work via HTTP and WS. WebRTC requires secure connections, therefore, SSL termination should be performed separately.

5. If necessary, specify the optional parameters in environment section of click2call-webapp service in docker-compose.yml:

  • C2C_SIP_DOMAIN — domain for the SIP addresses. If this parameter is specified, it will be used in all SIP addresses that aren’t fully qualified. If this parameter is empty,
  • C2C_SIP_REGISTRAR domain will be used.
  • C2C_SIP_PROXY — SIP proxy address.
  • C2C_SIP_AUTH_TYPE — authentication type for registration on proxy or PBX server.
    Possible values:
    • none — authentication disabled (default value);
    • plain — plain text login and password;
    • ha1 — password is stored as hash;
  • C2C_SIP_AUTH_USER — username for registration;
  • C2C_SIP_AUTH_PASSWORD — password for registration;
  • C2C_LOG_LEVEL — logging level (info, error, debug);
  • C2C_ORIGINS — optional list of websites that are allowed access to the server (CORS).
    By default, all websites have access. The list is separated by comma (‘,’).

6. If ${LOCAL_IP} and ${PUBLIC_IP} are identical and public (accessible from the Internet), you should close port 8188 for external access.

3. Application launch

1. To launch the application, execute the following command from the application directory:

$ sudo docker-compose up -d

2. Make sure that containers have started successfully:

$ sudo docker-compose ps

4. Embedding the widget

To embed Click2Call on a website page:

  • Embed the widget script url: https://<appdomain>/js/c2c.widget.js, <appdomain> here stands for the Click2Call server address;
  • Use the <c2c-widget></c2c-widget> tag to embed the script. It has the following parameters:
    • data-rc-client-phone — phone number to be used as CallerID;
    • data-rc-client-name — client’s name of your choosing;
    • data-rc-route — one of the routes from the C2C_ROUTES list in server configuration file.
  • Use CSS to manage the widget appearance;
  • Add any error handling code for a ‘callError’ CustomEvent.

The widget can have the following states:

  • default – widget was initialized and is ready to call;
  • calling – widget is establishing the connection with IP PBX;
  • incall – call established.

A page example:


After the page has loaded, the widget button will be displayed as the one above.

Click the button to make a call to the phone specified as «q&a» in the route list from a client named «John Doe» with phone number
«123456».



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