IBM SC31-6254-01 manual You May Find This Feature Most Useful When Transferring

Page 63

You

may

find

this

 

feature

most

useful

when

transferring

to

 

an

ACD

 

group

in

that

it

enables

leave

a

comment

for

the

next available

agent. You

can

enter

up

to

254

 

characters

(the

box

Your

comment appears

on

the

 

target

agent’s or

the

next

available

agent’s

window,

next

to

the

phone

icon. (If

the

target

agent

has

more

than one

line,

the

comment

appears

next

to the

t

icon

for

the

line

they

have

selected.)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Note:

You

cannot

enter

a

comment Commentin thefor

Target

Agent

box

if

 

you

selectSend

the

 

 

 

 

 

 

Host Screen

Image

 

option. See

step

4.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

3. If

necessary,

clickCustomeron IDthe

box, and

change

the

customer

identification

in it.

 

 

 

 

 

This box usually contains any customer identification information that has been collected by

 

CallCoordinator

for

Windows

(such

as

a

telephone

number, account

number,

and

so

on). You

may

 

 

need

to

change

it

if,

for example, the caller calls from

a

different

 

location

than

usual,

s

mobile phone

or

public

telephone

(CallCoordinator

for

Windows

cannot

match

the

caller’s

number

 

to

the

customer

ID

in

these

cases).

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Note:

Skip

the

next

 

step

if

 

you

do

not plan

to

transfer

data,

and

go

on

to

step

5.

 

 

 

4. Optionally, to transfer host data (with or without the call), do the following:

a. Click onDefaults on the CCWin Transfer window menu bar.

The Defaults pull-down menu appears.

b. Click onData on the Defaults pull-down menu.

The Data pull-down menu appears, as shown in Figure 26.

Figure 26. CCWin Transfer Window—Data Pull-Down Menu

Chapter 3. Using the Telephone47 Features

Image 63
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 BookBold How to Use This BookHow This Book is Organized Highlighting ConventionsWhat’s New in This Book Where to Find More Information Features What Is CallCoordinator for Windows?Introducing CallCoordinator Personal Directory FeatureCall Intelligent AnsweringTransfer Access to a System DirectoryCallPath CallCoordinator for Windows User’s Guide Files ForWorks HostHAT How to Start CallCoordinator for Windows ChapterSystem Manager Menu Bar Main WindowComment Line Status MessagesHelp PushbuttonsMenu SelectingKey Your KeyboardMenu FromWindow Only By doing Following Move Moving Managing Windows in CallCoordinator for WindowsFor Windows Menu BoxExit 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 ¹ Agent ID How to Log on to Your SwitchSwitch Definity GenericAgent ID OnLogonClick onAgent Activity ActivityActivity Status IndicatingWork Status to the Northern Telecom MeridianNot Available Indicating Activity Status toHow to Make Calls Dialing a NumberPrefix Pad Open Keeping the Dial Pad OpenDirectory Dial Pad WindowOrPersonal Directory DirectoriesUpdating Entries in Your Personal Directory Click onDirectoryCalls HAT OnNotes AfterClick onDo not run HAT with Dial OnHoldMake 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 NumberSession DefaultOnDefaults Your Personal DirectoryOr 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 FeaturesAgent Activity Using the PushbuttonUsing the Features Pull-Down Menu Call LoggingCallPath 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 Columns Setting the FilterFilter ViewTheSort 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 Controlling YourYour Call Log Deleting a Call Log EntryFile 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