IBM SC31-6254-01 manual Transfer, Access to a System Directory

for

an

account

number

or the

spelling

of

a

name. YouAnswersimplypushbuttonpress

theto

answer

the

call; the data is already displayed.

This

feature

may be available to you on

each telephone line that you have (up to

four)

if

y

administrator

customized

CallCoordinator

for

Windows

to

provide

this

capability. For

example,

if

you

have

access

to four lines, account data

can

be

displayed

for

the

call

on

each

line. (Check

w

system administrator about your setup.)

Similarly,

CallCoordinator

for

Windows

can

automatically

display

a

customer’s

account

data

when

you

d

the

customer’s number. This enables you to

have

the

data

in

your

window

immediately

for

every

bound

customer call you make. See “Selecting

a

HAT

Table

for

Making

Outbound

Calls”

on

page 39

for

more information about this capability.

Check

with your system administrator to see if intelligent answering

is

implemented in

your

busines

Coordinated

Voice

and

Data

Transfer:

When you transfer a call to another agent, you can

cause the customer’s account data displayed

on

your

screen to appear on the

other

agent’s

scr

data

that

the

other

agent

receives

is a

read-only

form

of

it,

that

is,

the

other agent

canno

to

it. (Along

with

the

screen

image,

you

can

also

transfer

the

customer’s

ID,

and

any

comment

t

want

to

make

to

the

other

agent.)

This coordinatedfeature,voice

calledand data

transfer

,

comes

with

CallCoordinator

for

Windows.

Additionally,

depending

on

how

CallCoordinator

for Windows

is

customized

in

your

business,

you

may

also

have

the

ability

to

transferthe otherdata agentin a canform.updatethat

Check

with

your

system

administrator

to

see

if

this

capability

is

implemented.

You

can

also

perform

a

coordinated

voice

and

data

transfer

when

setting

up a

three-way

confer

You

and

your

co-worker

are

then able

to

talk

to

the

customer

and

look

at

the

same

customer

da

together.

See

“How

to

Transfer

Calls

and

Data”

on

page 46

and

“How

to

Set

Up Three-Way Conference

Calls”

page 53

for

more information about coordinated voice

and

data

transfers.

Faster

Keyboard

Operation through

QuickKeys:

QuickKeys

are key combinationsAlt(

plus

another

key)

that

execute

the

steps

in

one

keystroke

that

you

usually

do

one

at

a time.

example,

you

can perform your entire logon

by pressing a QuickKey combination. Similarly, you can

move

from one

screen (such as a customer’s billing record)

to

another

(such

as

an

order

screen

quickly and

without

data-entry

mistakes

by

using

QuickKeys.

QuickKey combinations are created by your system administrator. If this feature is implemented business, see your system administrator for a list of the QuickKeys and their functions, and fo instructions on using them.

Access to a System Directory:				Your system administrator has probably made available a
system		directory	for your	use with	CallCoordinator	for Windows. System directories usually contain
names	and numbers		of all parties and entities that			your company does business with—for example,
tomers,		suppliers,	service providers, and so on. If a system directory is available to you, Cal
for	Windows can		automatically	dial any	number in it	for you.

Chapter 1. Introducing CallCoordinator for3 Windows