How CallCoordinator | for | Windows | Works |
Figure 1 shows | a | typical | environment that is configured for call handling with CallCoordinator for |
Windows. The agents are | equipped with computers that have CallCoordinator for Windows installed on | ||
them. |
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Customer |
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| LAN | |
Telephone | Data | Data | |
System | |||
| Business | ||
Switch |
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| Database | ||
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Voice |
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Voice |
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CallPath | CallPath |
CallCoordinator for Windows | CallCoordinator for Windows |
Figure 1. Example of CallCoordinator for Windows Environment |
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CallCoordinator for | Windows Environment: | As shown in Figure 1, CallCoordinator for |
Windows runs | on personal computers | connected to a local area network (LAN). |
¹The telephone system switch provides the call processing functions for your telephone.
CallCoordinator for Windows enables you to use those functions from your computer.
The telephone system switch can | also provide information about each caller (such as the calle | ||
telephone | number) that | calls your | business. CallCoordinator for Windows can use that information |
as a key | in finding | the caller’s | account data in your business database. |
¹The business database has the programs and data (your customers’ account information) that yo business uses.
¹ | The | LAN | provides | the | means to | pass data between you and the business database, and you | an | ||||||||
| other | agents. |
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Host | Application Transaction | Files: | Host Application Transaction (HAT) files | are special |
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files developed by your system | administrator | to customize | CallCoordinator for Windows for your bu | ||||||||||||
They | are | the means by which your system administrator can | implement | the | additional | CallCoordinator | |||||||||
Windows | features, | such | as | intelligent | answering, | coordinated | voice and data transfer, and QuickKey | ||||||||
HAT | files, | which are made up of | HAT tables, contain the instructions | that | direct | CallCoordinator | f | ||||||||
Windows | to | provide | these | additional | features. |
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Chapter 1. Introducing CallCoordinator for5 Windows
