Maintenance Manual

Callback Template Sets 65
Configuring Call Request Page Parameters
Build the web form which customers must fill in to initiate a web callback interaction. The system uses the
customer’s contact details (for example, email address, phone number, etc.) to identify existing customers and
add the session to their customer records automatically. It also creates customer records for new customers.
Phone number is a required attribute for callback and delayed callback activities. Schedule call is a required
attribute for delayed callback activities and should not be removed from templates configured for delayed
callback activities.
You can:
 Change the text of the options
 Remove fields
 Change the order of fields
 Change the primary key
Out-of-the-box login page
To configure the call request page:
1. Open the Cisco_Home \eService\templates\callback\ Template_Folder \eGainLiveConfig.js file
in a text editor.
2. Locate the
loginParameters property, and do the following.
a. To remove an existing field, select the code for the field and delete it from the file. For example, to
remove the question field from the page, delete the following lines:
{
paramName : 'L10N_YOUR_QUESTION_PROMPT',
objectName : 'casemgmt::activity_data',
attributeName : 'subject',
primaryKey : '0',