IBM SC31-6254-01 manual Pbx

Page 110

H

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

relational

databases. OS/2 has a CUA-compliant graph-

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

ical user interface, called Presentation Manager.

 

 

HAT file .

Host

Application

 

Transaction

 

file.

outbound

 

call

.

 

A

telephone

call that was originated by

Host Application Transaction (HAT) file

 

.

A

set

of

a

party

associated with the local switch and that is

 

directed

toward

 

a

remote

party. In

this

book,

it

refers to

tables

 

containing

commands

for

interaction

 

between

 

the

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

calls made by agents in the call center.

 

 

 

 

CallPath

 

CallCoordinator

for

 

Windows

computer

and

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

host

computers. When

the

 

tables

are

 

executed,

 

the

 

 

 

System/2.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

OS/2 .

 

 

Operating

 

 

 

 

 

 

 

 

 

 

actions

specified

in

the

 

tables

are

carried

out

on

the

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

host.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

P

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

host

computer

 

.

 

A

computer

that

provides

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

customer

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

application

and

database

services. In

a

 

CallPath

 

 

 

 

Private

branch

exchange.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

PBX .

 

 

 

 

 

 

 

 

 

 

 

CallCoordinator

for

 

Windows

environment, the host com-

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

puter

can

 

be

a

 

System/390,

 

System/370,

Application

 

 

branch

exchange

(PBX)

 

.

A

telephone

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

private

 

 

 

 

 

 

 

 

System/400,

System/36,

or

Personal

System/2,

 

commu-

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

switching system, located on a call center’s premises,

nicating

with

CallCoordinator/2

through

3270

 

or

5250

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

emulation or

 

by

a

device

 

driver.

 

 

 

 

 

that transmits calls to and from the public telephone

 

 

 

 

 

 

 

 

network. Many PBXs provide advanced telephony and

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

data

 

communication

 

features.

 

 

 

 

 

 

 

 

 

I

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Q

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

icon .

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

A

graphical

representation

of

an

object,

 

consisting

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

of

an

 

image,

 

background,

 

and

label.

 

 

 

 

QuickKey

 

 

 

.

A

combination

of

keys,

such

 

as

Alt+Q,

that

 

intelligent

 

answering

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

provides

a

shortcut

for

executing

a

complex

series

of

 

 

.

Coordination

of

an

 

incoming

call

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

commands. QuickKeys are defined by the system

 

 

with

a

computer

display

of

information

about

the

 

 

call.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

administrator and can be customized according to the

CallPath

 

CallCoordinator

for

 

Windows

can

use

telephony

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

needs of each service representative.

 

 

 

 

 

data, such as ANI and DNIS, to provide intelligent

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

answering

for

 

incoming

calls.

 

 

 

 

 

 

 

 

 

S

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

L

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

service

 

representative

 

.

Synonym

foragent.

 

 

 

 

 

 

 

LAN .

 

Local

area

network.

 

 

 

 

 

 

 

 

 

 

session

 

.

A

logical

connection

between

a

workstation

 

local

area

 

network

(LAN)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

and a host computer that allows them to communicate

 

 

 

.

A

data

network

located

on

exchange data. CallPath

CallCoordinator

for

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

and

 

 

 

 

the

user’s

premises

which

uses

serial transmission

 

 

for

 

the

computer

to have

multiple

 

sessions

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Windows

allows

 

 

direct

data

communications

 

among

devices,

 

such

as

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

on one or several host computers.

 

 

 

 

 

 

 

 

workstations. In a CallPath CallCoordinator for Windows

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

installation,

the

workstations,

Server(s),

Archive,

and

administrator

 

.

An Individual

responsible

for

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

system

 

 

 

 

SwitchServer/2

 

all

 

communicate

over

the

LAN. Host

 

 

 

 

 

 

configuring,

and managing

CallPath

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

installing,

 

 

 

 

communications

may

also take

place

over

the

LAN.

 

 

 

 

 

 

for

Windows.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

CallCoordinator

 

 

 

 

 

 

 

 

 

 

O

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

T

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

operating

system

 

.

Software

that

controls

the

execution

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

of

programs

 

on

a

 

computer.

 

 

 

 

 

 

 

 

 

telephony . The use or operation of systems for the

 

 

 

 

 

 

 

 

 

 

 

 

transmission of

voice

or

data

between

 

separate

points.

Operating System/2 (OS/2) . An advanced, multitasking operating system with extensions for supporting host computer communications, local area networks, and

94 CallPath CallCoordinator for Windows: User’s Guide

Image 110
Contents User’s Guide Page ÉÂÔ CallPath CallCoordinator for Windows SC31-6254-01 1994 Contents Glossary Index Contents Vi CallPath CallCoordinator for Windows User’s Guide Figures Page Service MarksCallPath CallCoordinator for Windows User’s Guide Who Should Use This Book AboutHighlighting Conventions How to Use This BookHow This Book is Organized BoldWhat’s New in This Book Where to Find More Information Introducing CallCoordinator FeaturesWhat Is CallCoordinator for Windows? Intelligent Answering FeatureCall Personal DirectoryAccess to a System Directory TransferCallPath CallCoordinator for Windows User’s Guide Host ForWorks FilesHAT System How to Start CallCoordinator for WindowsChapter Manager Main Window Menu BarStatus Messages Comment LineSelecting PushbuttonsMenu HelpFrom Your KeyboardMenu KeyWindow Only By doing Following Move Menu Box Managing Windows in CallCoordinator for WindowsFor Windows MovingExit Options Messages MessagesMode For Windows ScreenCallCoordinator for Windows Screen Mode-Icons with Text Click onScreen Settings CallCoordinator for Windows Screen Settings Pull-Down MenuCalls ReceivedSetting the Colors for the Telephone Icons Set Color WindowUsing the steps Just Described Administrator GettingExit Exiting CallCoordinator for WindowsTo Exit Features How To Select Line How to Access the Telephone Features CallCoordinator for Windows Main Window-PushbuttonsUsing the Actions Pull-Down Menu Displays Text Icon for That Feature Gray. You cannot Select Definity Generic How to Log on to Your SwitchSwitch ¹ Agent IDOnLogon Agent IDIndicating ActivityActivity Status Click onAgent ActivityNot WorkStatus to the Northern Telecom Meridian Indicating Activity Status to AvailablePrefix How to Make CallsDialing a Number Keeping the Dial Pad Open Pad OpenDirectory Directories WindowOrPersonal Directory Dial PadCalls Updating Entries in Your Personal DirectoryClick onDirectory HAT OnHold AfterClick onDo not run HAT with Dial OnNotesMake any other edits.←UseBackspace How to Answer Calls After Can Seen Agent How to Transfer Calls and DataData You May Find This Feature Most Useful When Transferring Host Image Selecting Your DefaultsTransfers Number Directory For TransfersYour Personal Directory DefaultOnDefaults SessionOr Del Key to Delete any Characters Enter any New Ones Click How to Set Up Three-Way Conference Calls Setting Up Three-Way Conference CallsOptionally, click You cannot Enter ¹ Send Data Default for Three-WayDefault Directory for Three-Way Session Your Personal Chapter Using CreatingAccessing the Call Log and Personal Directory Features CallCoordinator for Windows Main Window-Call Log PushbuttonCall Logging Using the PushbuttonUsing the Features Pull-Down Menu Agent ActivityCallPath CallCoordinator for Windows User’s Guide Use the Call Enabling the Call LogOpening the Call Log OrDel CallCallPath CallCoordinator for Windows User’s Guide Log Managing the CallSetting View Log Settings View FolderAscending Call LogSorting Button for the columnSortedin Columnsthe Box View Setting the FilterFilter ColumnsTheSort Type Column TypeDate OrAfterTheTime Call Log Filter Time BoxFiltering Phone Number Column DisplaysFilterhe Phone NumberDescription Call Log Filter Notes BoxSettings SortSetting ThresholdUsing the Call Log and Creating Your Personal81 Directory Setting Toolbar Log Settings Toolbar Folder¹ Click onNo toolbar Call Log Toolbar-Icons and TextCall Log Toolbar-Icons Only Deleting a Call Log Entry YourYour Call Log ControllingFile FileHow Adding an Entry CCWin Personal Directory WindowUpdating an Entry Personal OnCancelRemoving an Entry Using the Call Log and Creating Your Personal91 Directory CallPath CallCoordinator for Windows User’s Guide Glossary PBX Index Window See Host Switches Page Communicating Your Comments to IBM For User’sBusiness Reply Mail Page Éâôù