IBM SC31-6254-01 Features, Introducing CallCoordinator, What Is CallCoordinator for Windows?

Page 17

Chapter

1.

Introducing

CallCoordinator

for

Windows

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

This chapter introduces the features

available in IBM CallPath CallCoordinator for

Windows,

which

 

consist of its telephone capability, Call

Log,

and

Personal

Directory. This

chapter

 

also

lists

some

tional

features

that

may

be

available

to

you, such

as

intelligent

answering,

if

this

product

 

is

for

your

business. Finally,

this

chapter

describes

how

Host Application

Transaction

 

(HAT)

files

are

by your

system

administrator

to

provide

the

additional

features.

 

 

 

 

 

 

 

 

 

 

 

 

 

Note:

In

the

remainder

of

this

book,

references

to

IBM

CallPath

CallCoordinator

for

Windows

are

a

viated

to

“CallCoordinator

for

Windows.”

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

What Is CallCoordinator for Windows?

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

CallCoordinator for Windows is a call-management product

that

can help you handle customer

calls

more

quickly and efficiently. It provides a set of telephone

features

that

you

can

 

use

conveniently

Windows-based computer to make,

answer,

and

transfer

calls,

and to set up conference

calls. You

use these features with up to four

lines on your telephone set. CallCoordinator

for Windows

also

vides a Call Log for tracking

your

calls,

and

electronic

telephone

directories

for

enabling

faste

dling.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Through CallCoordinator for Windows, you

may also have one or more additional features

that

furthe

enhance

your

ability

to

give

improved

service

to

your

callers. Which

additional

features

you

ha

depends on how your system administrator customized this product for your business. For example,

CallCoordinator

for

Windows can provide

the following

additional

features:

 

 

¹

Intelligent

answering

,

which

enables you to have a

caller's

account record

displayed on

your sc

 

at the

same

time

you

answer

the

call

 

 

 

 

¹

Coordinated

voice

and

data

transfer

,

which

enables you

to transfer both the

call and the

caller’s

 

data

to

another

agent

 

 

 

 

 

 

 

¹QuickKeys , which enable you to automate many of your keyboard operations

CallCoordinator

for

Windows

Features

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

CallCoordinator

for

Windows

provides

a

telephone

capability

that

you

can use right from your

Wind

based computer, including a Note

Pad feature that enables you

to

take notes while on a call. I

provides a Call Log that collects

call

data

for

you,

and

a

Personal

 

Directory

feature

for

fast

customer

calls.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Telephone Features:

 

 

CallCoordinator for Windows

enables

you

to

use

your

computer

as if

it

wer

a telephone, while you continue to use your computer

as

you normally

do

in your

job. You

can,

example, answer, dial, and transfer calls using the CallCoordinator for Windows pushbuttons. Some

 

pushbuttons

immediately

execute

a

telephone function,Answer suchandHoldas thepushbuttons.

 

 

 

 

 

 

Other pushbuttons open a window from

which

you

access

the

telephoneDial

function,push-

such as

the

 

button which opens the CCWin Dial

Pad window. From the CCWin Dial Pad

window, you can dial a

 

number,

select

the

number

from

a

directory, select

and

update

a

directory,

and

select

a

HAT

Copyright IBM Corp. 1994

1

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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 Marks ServiceCallPath CallCoordinator for Windows User’s Guide About Who Should Use This BookHow This Book is Organized How to Use This BookHighlighting Conventions BoldWhat’s New in This Book Where to Find More Information Introducing CallCoordinator FeaturesWhat Is CallCoordinator for Windows? Call FeatureIntelligent Answering Personal DirectoryTransfer Access to a System DirectoryCallPath CallCoordinator for Windows User’s Guide Works ForHost FilesHAT System How to Start CallCoordinator for WindowsChapter Manager Menu Bar Main WindowComment Line Status MessagesMenu PushbuttonsSelecting HelpMenu Your KeyboardFrom KeyWindow Only By doing Following Move For Windows Managing Windows in CallCoordinator for WindowsMenu Box MovingExit Options Messages MessagesFor Windows Screen ModeCallCoordinator for Windows Screen Mode-Icons with Text CallCoordinator for Windows Screen Settings Pull-Down Menu Click onScreen SettingsReceived CallsSet Color Window Setting the Colors for the Telephone IconsUsing the steps Just Described Getting AdministratorExit Exiting CallCoordinator for WindowsTo Exit Features How To Select Line CallCoordinator for Windows Main Window-Pushbuttons How to Access the Telephone FeaturesUsing the Actions Pull-Down Menu Displays Text Icon for That Feature Gray. You cannot Select Switch How to Log on to Your SwitchDefinity Generic ¹ Agent IDAgent ID OnLogonActivity Status ActivityIndicating Click onAgent ActivityNot WorkStatus to the Northern Telecom Meridian Available Indicating Activity Status toPrefix How to Make CallsDialing a Number Pad Open Keeping the Dial Pad OpenDirectory OrPersonal Directory WindowDirectories Dial PadCalls Updating Entries in Your Personal DirectoryClick onDirectory HAT Click onDo not run HAT with Dial AfterOnHold 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 Directory For Transfers NumberOnDefaults DefaultYour Personal Directory SessionOr Del Key to Delete any Characters Enter any New Ones Click Setting Up Three-Way Conference Calls How to Set Up Three-Way Conference CallsOptionally, click You cannot Enter ¹ Send Data Default for Three-WayDefault Directory for Three-Way Session Your Personal Creating Chapter UsingCallCoordinator for Windows Main Window-Call Log Pushbutton Accessing the Call Log and Personal Directory FeaturesUsing the Features Pull-Down Menu Using the PushbuttonCall Logging Agent ActivityCallPath CallCoordinator for Windows User’s Guide Enabling the Call Log Use the CallOpening the Call Log Call OrDelCallPath CallCoordinator for Windows User’s Guide Managing the Call LogLog Settings View Folder Setting ViewAscending Call LogSorting Button for the columnSortedin Columnsthe Box Filter Setting the FilterView ColumnsTheSort Type Type ColumnOrAfter DateCall Log Filter Time Box TheTimeFiltering DisplaysFilterhe Phone Number Phone Number ColumnCall Log Filter Notes Box DescriptionSort SettingsThreshold SettingUsing the Call Log and Creating Your Personal81 Directory Log Settings Toolbar Folder Setting ToolbarCall Log Toolbar-Icons and Text ¹ Click onNo toolbarCall Log Toolbar-Icons Only Your Call Log YourDeleting a Call Log Entry ControllingFile FileHow CCWin Personal Directory Window Adding an EntryUpdating 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 User’s ForBusiness Reply Mail Page Éâôù