IBM SC31-6254-01 manual Status Messages, Comment Line

Page 26

¹ The

Help

pull-down

menu makes available information

about CallCoordinator for Windows and about

using

the

Help feature.

 

See

“Getting Help

Information” on page 23 for

instructions.

Status Messages

CallCoordinator for Windows displays a brief message whenever

a

telephone

 

event

takes

place. The

 

message

appears

next

to the

telephone

icon

for

the

affected

line. For

 

example, if a call comes i

on line 3456, CallCoordinator for

Windows

displays

either

theCallnamefrom ofSummersthe

 

caller

(

 

 

 

 

Frank) or the incoming numberCall from( 2015551234) next to the icon. When

there

is

no

telephone

 

 

 

activity for line 3456, CallCoordinator for WindowsThe Line dispIdleays.

 

 

 

 

 

 

 

 

 

 

 

 

 

Additionally, when a telephone event occurs—such

as

when

your

telephone

rings—the

 

animation and

 

color of the icon reflect the status. For example,

the

icon

turns

to

yellow

when

your

telephone

ri

(which

is

the default color for representing

an

incoming

call)

and

is

animated

to

indicate

it is

r

When idle, the icon is gray. (See “Setting the Colors for the Telephone

Icons”

 

on page 21

for

 

instructions on changing the default colors.)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

There

is

an icon and

status

message for each

telephone

line

configured

 

for your computer. The line

number

 

is

shown

immediately below the icon. A checkmark

next to the

icon

also

indicates

the

selecte

line. For more information about what status message is displayed and under what

 

conditions,

see

the

instructions

for

each

telephone

feature

in

Chapter 3,

“Using

the

Telephone

Features.”

 

 

 

 

(You

can

also display system messages in your

CallCoordinator

for

Windows

 

window. See

“Displaying

 

System

 

Messages”

on page 16

for information.)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Comment Line

You

can

send

a

comment

to

another

agent

when

transferring

a

call, when setting up a three-way

conf

ence

call, or any time during a call. You enter the

comment using either the CCWin Transfer or CCWin

Conference window. The target agent sees your comment next to the telephone icon on their

 

 

CallCoordinator for Windows main window. If the target

agent has more than one line, the comment

 

appears next to the telephone icon

for

the

line

they

have

selected. For

example,

you

can

send a

comment

to

another agent

like

the

following:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Data received from Rhonda

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Hi John, this customer wanted to talk to you about his order￿.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

This

feature

is

especially

useful

in automaticenvironmentscall distributionwith

(ACD)

groups. When

 

 

 

 

 

 

 

 

making

a transfer in such an environment, you can send

a

comment that

may

be

helpful

to

the

agent

receiving the transfer (the next available agent in

the

queue), even though

the

two

of

you

never

communicate.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

See

“How

to

Transfer

Calls

and Data”

on

page 46

for

more

information

about

transferring

a

comment

using

the CCWin Transfer window, and “How to Set Up Three-Way

Conference

Calls” on

page 53

for

 

more

information

about

transferring

a

comment using

the

CCWin

Conference

window.

 

 

 

 

 

 

 

10 CallPath CallCoordinator for Windows: User’s Guide

Page 25 Page 27
Image 26
Page 25 Page 27
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
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