IBM SC31-6254-01 Whats New in This Book

What’s New in This Book

CallCoordinator for Windows Version 1.0.2 has new features. The following are described in this book:

¹Multiline capability, which enables CallCoordinator for Windows to work with up to four lines on a

telephone set

¹Directory search capability, which enables alphabetical searches of directory information

¹Switch logon and logoff capability, which enables agents to log on and log off supported switches

¹Agent status indication capability, which enables agents to indicate their status (for example,

“Ready”)

¹Target screen popup, which enables agents to accept or decline incoming data transfers

About This Book xiii

Contents

Main Page Page Second Edition (October 1994) Contents iv Page Page Figures viii Notices Trademarks and Service Marks Page About This Book Who Should Use This Book How to Use This Book How This Book is Organized xii Highlighting Conventions Bold Italic Whats New in This Book Where to Find More Information xiv Chapter 1. Introducing CallCoordinator for Windows What Is CallCoordinator for Windows? QuickKeys Coordinated voice and data transfer Intelligent answering Notes Feature: Call Log Feature: 2 intelligent answering Personal Directory Feature: Coordinated Voice and Data Transfer: coordinated voice and data transfer QuickKeys Faster Keyboard Operation through QuickKeys: the other agent can update Page How CallCoordinator for Windows Works CallCoordinator for Windows Environment: Host Application Transaction (HAT) files Host Application Transaction Files: 6 Chapter 2. Getting Started CallPath CallCoordinator for Windows System Administrators Guide How to Start CallCoordinator for Windows 8 CallCoordinator for Windows Main Window Pushbuttons Menu Bar Status Messages Comment Line 10 automatic call distribution (ACD) Page Making Selections Using Your Keyboard Opening a Pull-Down Menu: 12 Selecting from a Pull-Down Menu: Using Windows Pushbuttons: Canceling a Selection: before Managing Windows in CallCoordinator for Windows Moving the CallCoordinator for Windows Main Window 14 Closing a Window in CallCoordinator for Windows Using the Windows Control Menu Box: Using CallCoordinator for Windows Exit Options: Displaying System Messages 16 Page Page Page Displaying the CallCoordinator for Windows Main Window on Inbound Calls 20 Setting the Colors for the Telephone Icons 22 Getting Help Information Getting Help from CallCoordinator for Windows Getting Help from Your System Administrator Page Chapter 3. Using the Telephone Features How to Select a Line 26 How to Access the Telephone Features Using the Pushbuttons Using the Actions Pull-Down Menu 28 Page How to Log on to Your Switch Logging on to the AT&T DEFINITY Generic 3 Switch: 30 Logging on to the Northern Telecom Meridian 1 Switch: How to Indicate Your Activity Status Indicating Activity Status to the AT&T DEFINITY Generic 3 Switch: 32 Indicating Activity Status to the Northern Telecom Meridian 1 Switch: Indicating Activity Status to the ROLM 9751 Switch: 34 How to Make Calls Dialing a Number Searching the Directory Keeping the Dial Pad Open 36 Selecting a Directory Refreshing the Directories in the CCWin Dial Pad Window 38 Selecting a HAT Table for Making Outbound Calls 40 Using Other Features after Dialing a Number Using the Notes Feature 42 How to Answer Calls Using Other Features after Answering a Call Using the Notes Feature 44 Page How to Transfer Calls and Data Transferring Calls and Data 46 Page 48 if Selecting Your Defaults Data Default for Transfers: Default Directory for Transfers: Default Transfer Number: 50 Default Host Session: Refreshing the Directories in the CCWin Transfer Window 52 How to Set Up Three-Way Conference Calls Setting Up Three-Way Conference Calls 54 Selecting Your Defaults Data Default for Three-Way Conference Calls: Default Directory for Three-Way Conference Calls: 56 Default Conference Number: Default Host Session: Refreshing the Directories in the CCWin Conference Window 58 Page Accessing the Call Log and Personal Directory Features 60 Using the Pushbutton Using the Features Pull-Down Menu Page How to Use the Call Log Enabling the Call Log Opening the Call Log 64 Opening Notes in the Call Log Adding Notes to the Call Log Page Managing the Call Log InformationSettings Feature Setting the View: not 68 Sorting the Call Log: Page Setting the Filter: 72 Filtering the Type Column: Filtering the Date Column: 74 Filtering the Time Column: Filtering the Party Column: 76 Filtering the Phone Number Column: Filtering the Notes Column: 78 Using the View, Sort, and Filter Settings Together Setting the Overflow: 80 Page Setting the Toolbar: 82 Page 84 Controlling Your Call Log Printing Your Call Log: Deleting a Call Log Entry: Clearing Your Call Log: Saving Your Call Log to a File: 86 How to Create Your Personal Directory Adding an Entry 88 Updating an Entry Removing an Entry Refreshing the Personal Directory 90 Displaying Entries Page Page Glossary Dictionary of Computing A C D H I 94 agent L A C (continued) See also D 96 F H See I L T 98 Page Communicating Your Comments to IBM Help us help you! BUSINESS REPLY MAIL