IBM SC31-6254-01 Features, Introducing CallCoordinator, What Is CallCoordinator for Windows?

Chapter

1.

Introducing

CallCoordinator

for

Windows

This chapter introduces the features

available in IBM CallPath CallCoordinator for

Windows,

which

consist of its telephone capability, Call

Log,

and

Personal

Directory. This

chapter

also

lists

some

tional

features

that

may

be

available

to

you, such

as

intelligent

answering,

if

this

product

is

for

your

business. Finally,

this

chapter

describes

how

Host Application

Transaction

(HAT)

files

are

by your

system

administrator

to

provide

the

additional

features.

Note:

In

the

remainder

of

this

book,

references

to

IBM

CallPath

CallCoordinator

for

Windows

are

a

viated

to

“CallCoordinator

for

Windows.”

What Is CallCoordinator for Windows?

CallCoordinator for Windows is a call-management product

that

can help you handle customer

calls

more

quickly and efficiently. It provides a set of telephone

features

that

you

can

use

conveniently

Windows-based computer to make,

answer,

and

transfer

calls,

and to set up conference

calls. You

use these features with up to four

lines on your telephone set. CallCoordinator

for Windows

also

vides a Call Log for tracking

your

calls,

and

electronic

telephone

directories

for

enabling

faste

dling.

Through CallCoordinator for Windows, you

may also have one or more additional features

that

furthe

enhance

your

ability

to

give

improved

service

to

your

callers. Which

additional

features

you

ha

depends on how your system administrator customized this product for your business. For example,

CallCoordinator

for

Windows can provide

the following

additional

features:

¹

Intelligent

answering

,

which

enables you to have a

caller's

account record

displayed on

your sc

at the

same

time

you

answer

the

call

¹

Coordinated

voice

and

data

transfer

,

which

enables you

to transfer both the

call and the

caller’s

data

to

another

agent

¹QuickKeys , which enable you to automate many of your keyboard operations

CallCoordinator

for

Windows

Features

CallCoordinator

for

Windows

provides

a

telephone

capability

that

you

can use right from your

Wind

based computer, including a Note

Pad feature that enables you

to

take notes while on a call. I

provides a Call Log that collects

call

data

for

you,

and

a

Personal

Directory

feature

for

fast

customer

calls.

Telephone Features:

CallCoordinator for Windows

enables

you

to

use

your

computer

as if

it

wer

a telephone, while you continue to use your computer

as

you normally

do

in your

job. You

can,

example, answer, dial, and transfer calls using the CallCoordinator for Windows pushbuttons. Some

pushbuttons

immediately

execute

a

telephone function,Answer suchandHoldas thepushbuttons.

Other pushbuttons open a window from

which

you

access

the

telephoneDial

function,push-

such as

the

button which opens the CCWin Dial

Pad window. From the CCWin Dial Pad

window, you can dial a

number,

select

the

number

from

a

directory, select

and

update

a

directory,

and

select

a

HAT

 Copyright IBM Corp. 1994 1