IBM SC31-6254-01 manual For, Works, Host, Files, Application Transaction

Page 21

How CallCoordinator

for

Windows

Works

Figure 1 shows

a

typical

environment that is configured for call handling with CallCoordinator for

Windows. The agents are

equipped with computers that have CallCoordinator for Windows installed on

them.

 

 

 

Customer

 

 

 

 

LAN

Telephone

Data

Data

System

 

Business

Switch

 

 

Database

 

 

Voice

 

 

Voice

 

 

CallPath

CallPath

CallCoordinator for Windows

CallCoordinator for Windows

Figure 1. Example of CallCoordinator for Windows Environment

 

CallCoordinator for

Windows Environment:

As shown in Figure 1, CallCoordinator for

Windows runs

on personal computers

connected to a local area network (LAN).

¹The telephone system switch provides the call processing functions for your telephone.

CallCoordinator for Windows enables you to use those functions from your computer.

The telephone system switch can

also provide information about each caller (such as the calle

telephone

number) that

calls your

business. CallCoordinator for Windows can use that information

as a key

in finding

the caller’s

account data in your business database.

¹The business database has the programs and data (your customers’ account information) that yo business uses.

¹

The

LAN

provides

the

means to

pass data between you and the business database, and you

an

 

other

agents.

 

 

 

 

 

 

 

 

 

 

 

Host

Application Transaction

Files:

Host Application Transaction (HAT) files

are special

 

 

files developed by your system

administrator

to customize

CallCoordinator for Windows for your bu

They

are

the means by which your system administrator can

implement

the

additional

CallCoordinator

Windows

features,

such

as

intelligent

answering,

coordinated

voice and data transfer, and QuickKey

HAT

files,

which are made up of

HAT tables, contain the instructions

that

direct

CallCoordinator

f

Windows

to

provide

these

additional

features.

 

 

 

 

 

 

Chapter 1. Introducing CallCoordinator for5 Windows

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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 Features What Is CallCoordinator for Windows?Introducing CallCoordinator Call FeatureIntelligent Answering Personal DirectoryTransfer Access to a System DirectoryCallPath CallCoordinator for Windows User’s Guide Works ForHost FilesHAT How to Start CallCoordinator for Windows ChapterSystem 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 AdministratorExiting CallCoordinator for Windows To ExitExit 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 ActivityWork Status to the Northern Telecom MeridianNot Available Indicating Activity Status toHow to Make Calls Dialing a NumberPrefix Pad Open Keeping the Dial Pad OpenDirectory OrPersonal Directory WindowDirectories Dial PadUpdating Entries in Your Personal Directory Click onDirectoryCalls HAT Click onDo not run HAT with Dial AfterOnHold OnNotesMake any other edits.←UseBackspace How to Answer Calls After Can Seen How to Transfer Calls and Data DataAgent You May Find This Feature Most Useful When Transferring Host Selecting Your Defaults TransfersImage 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 Data Default for Three-Way Default Directory for Three-Way¹ Send 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 ViewCall Log SortingAscending 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 OnCancel Removing an EntryPersonal 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
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