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| relational | databases. OS/2 has a |
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| ical user interface, called Presentation Manager. |
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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 |
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| calls made by agents in the call center. |
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CallPath |
| CallCoordinator | for |
| Windows | computer | and |
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host | computers. When | the |
| tables | are |
| executed, |
| the |
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| System/2. |
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| OS/2 . |
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| Operating |
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actions | specified | in | the |
| tables | are | carried | out | on | the |
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host. |
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host | computer |
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| A | computer | that | provides |
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application | and | database | services. In | a |
| CallPath |
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| Private | branch | exchange. |
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| PBX . |
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CallCoordinator | for |
| Windows | environment, the host com- |
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puter | can |
| be | a |
| System/390, |
| System/370, | Application |
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| branch | exchange | (PBX) |
| . | A | telephone |
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System/400, | System/36, | or | Personal | System/2, |
| commu- |
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| switching system, located on a call center’s premises, | |||||||||||||||||||||||
nicating | with | CallCoordinator/2 | through | 3270 |
| or | 5250 |
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emulation or |
| by | a | device |
| driver. |
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| that transmits calls to and from the public telephone |
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| network. Many PBXs provide advanced telephony and |
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| data |
| communication |
| features. |
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I |
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icon . |
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| A | graphical | representation | of | an | object, |
| consisting |
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of | an |
| image, |
| background, |
| and | label. |
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| QuickKey |
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| . | A | combination | of | keys, | such |
| as | Alt+Q, | that |
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intelligent |
| answering |
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| provides | a | shortcut | for | executing | a | complex | series | of | ||||||||||||||||||
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| . | Coordination | of | an |
| incoming | call |
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| commands. QuickKeys are defined by the system |
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with | a | computer | display | of | information | about | the |
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| administrator and can be customized according to the | |||||||||||||||||||||||
CallPath |
| CallCoordinator | for |
| Windows | can | use | telephony |
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| needs of each service representative. |
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data, such as ANI and DNIS, to provide intelligent |
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answering | for |
| incoming | calls. |
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L |
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| service |
| representative |
| . | Synonym | foragent. |
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LAN . |
| Local | area | network. |
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| session |
| . | A | logical | connection | between | a | workstation |
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local | area |
| network | (LAN) |
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| and a host computer that allows them to communicate |
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| . | A | data | network | located | on | exchange data. CallPath | CallCoordinator | for |
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the | user’s | premises | which | uses | serial transmission |
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| for |
| the | computer | to have | multiple |
| sessions |
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| Windows | allows |
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direct | data | communications |
| among | devices, |
| such | as |
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| on one or several host computers. |
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workstations. In a CallPath CallCoordinator for Windows |
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installation, | the | workstations, | Server(s), | Archive, | and | administrator |
| . | An Individual | responsible | for |
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| system |
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SwitchServer/2 |
| all |
| communicate | over | the | LAN. Host |
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| configuring, | and managing | CallPath |
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| installing, |
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communications | may | also take | place | over | the | LAN. |
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| for | Windows. |
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| CallCoordinator |
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O |
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operating | system |
| . | Software | that | controls | the | execution |
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of | programs |
| on | a |
| computer. |
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| telephony . The use or operation of systems for the |
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| 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