IBM SC31-6254-01 manual Pbx

H

relational

databases. OS/2 has a CUA-compliant graph-

ical user interface, called Presentation Manager.

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

calls made by agents in the call center.

CallPath

CallCoordinator

for

Windows

computer

and

host

computers. When

the

tables

are

executed,

the

System/2.

OS/2 .

Operating

actions

specified

in

the

tables

are

carried

out

on

the

host.

P

host

computer

.

A

computer

that

provides

customer

application

and

database

services. In

a

CallPath

Private

branch

exchange.

PBX .

CallCoordinator

for

Windows

environment, the host com-

puter

can

be

a

System/390,

System/370,

Application

branch

exchange

(PBX)

.

A

telephone

private

System/400,

System/36,

or

Personal

System/2,

commu-

switching system, located on a call center’s premises,

nicating

with

CallCoordinator/2

through

3270

or

5250

emulation or

by

a

device

driver.

that transmits calls to and from the public telephone

network. Many PBXs provide advanced telephony and

data

communication

features.

I

Q

icon .

A

graphical

representation

of

an

object,

consisting

of

an

image,

background,

and

label.

QuickKey

.

A

combination

of

keys,

such

as

Alt+Q,

that

intelligent

answering

provides

a

shortcut

for

executing

a

complex

series

of

.

Coordination

of

an

incoming

call

commands. QuickKeys are defined by the system

with

a

computer

display

of

information

about

the

call.

administrator and can be customized according to the

CallPath

CallCoordinator

for

Windows

can

use

telephony

needs of each service representative.

data, such as ANI and DNIS, to provide intelligent

answering

for

incoming

calls.

S

L

service

representative

.

Synonym

foragent.

LAN .

Local

area

network.

session

.

A

logical

connection

between

a

workstation

local

area

network

(LAN)

and a host computer that allows them to communicate

.

A

data

network

located

on

exchange data. CallPath

CallCoordinator

for

and

the

user’s

premises

which

uses

serial transmission

for

the

computer

to have

multiple

sessions

Windows

allows

direct

data

communications

among

devices,

such

as

on one or several host computers.

workstations. In a CallPath CallCoordinator for Windows

installation,

the

workstations,

Server(s),

Archive,

and

administrator

.

An Individual

responsible

for

system

SwitchServer/2

all

communicate

over

the

LAN. Host

configuring,

and managing

CallPath

installing,

communications

may

also take

place

over

the

LAN.

for

Windows.

CallCoordinator

O

T

operating

system

.

Software

that

controls

the

execution

of

programs

on

a

computer.

telephony . The use or operation of systems for the

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

94 CallPath CallCoordinator for Windows: User’s Guide