The data Trailhead submits to ICM comes from the Web request, submitted by the caller. Callers place requests using the Web by filling out a callback form served by Trailhead. The callback form is an HTML form used to gather information about the caller. We provide a sample callback form, callform.html, which appears below:
This form gathers information about the caller. Your enterprise can alter the HTML that comprises this page to gather information pertinent to your business.
Some of the data passed in the Web request is entered by the caller; the Web request also captures less visible data, such as information about the Web browsers used in each session. The variables used to store all Web request values appear in the table below:
The fields on this form are described as follows:
Field name |
Field name in HTML source |
Description |
Name |
Name |
The caller's name. Trailhead retrieves the name entered here and inserts it into the forms served back to the caller |
Phone number |
PhoneNumber |
The caller's telephone number. Trailhead retrieves the number entered here and inserts it into the HTML forms served back to the caller. |
I wish to contact... |
Route |
The routing code to which this call should be routed. You can format this as a drop-down box, allowing the caller to choose from a list of skills or geographic locations. Or, you can create several callback forms, one for every agent group, with the appropriate routing code hard-coded into a Route field. |
My internet connection is separate from my phone. I'd like to be able to share Web pages... |
WantsCollab |
This flag determines whether the request is routed to a CALLONLY or a COLLAB destination. If the Collaboration flag is checked, the request is routed to a Collaboration destination. NOTE: The ICM script MUST evaluate the value in this field to route the request correctly. See Understanding the ICM script in this guide for more information. |
Contact me in about ...minutes |
CallBackDelay |
This field lets the caller specify a delayed callback. The caller can enter how long the call center should wait to call back, beginning when the request was submitted. The caller enters this time in minutes (numeric values only). The time entered should not exceed 120 minutes. |
The following table describes the hidden HTML fields included in callform.html that you can pass to the ICM software.
Field |
Description |
Trailhead |
If set to 1, this field identifies this as a Trailhead form. |
RequestFromURL |
This field identifies the page from which the Web request was made. |
User1-User4 |
You can define these fields to provide information about the caller to ICM, Collaboration Server, or Media Blender. See the Media Blender Configuration Handbook for more information on defining these fields. |
The tables above show the fields that are included in the sample callform provided with Trailhead. You can customize the HTML source to add any other fields your site may require or to remove fields that are unimportant to your organization.