IBM SC31-6254-01 manual Status Messages, Comment Line

¹ The	Help	pull-down	menu makes available information	about CallCoordinator for Windows and about
using	the	Help feature.
See	“Getting Help		Information” on page 23 for	instructions.

Status Messages

CallCoordinator for Windows displays a brief message whenever

a

telephone

event

takes

place. The

message

appears

next

to the

telephone

icon

for

the

affected

line. For

example, if a call comes i

on line 3456, CallCoordinator for

Windows

displays

either

theCallnamefrom ofSummersthe

caller

(

Frank) or the incoming numberCall from( 2015551234) next to the icon. When

there

is

no

telephone

activity for line 3456, CallCoordinator for WindowsThe Line dispIdleays.

Additionally, when a telephone event occurs—such

as

when

your

telephone

rings—the

animation and

color of the icon reflect the status. For example,

the

icon

turns

to

yellow

when

your

telephone

ri

(which

is

the default color for representing

an

incoming

call)

and

is

animated

to

indicate

it is

r

When idle, the icon is gray. (See “Setting the Colors for the Telephone

Icons”

on page 21

for

instructions on changing the default colors.)

There

is

an icon and

status

message for each

telephone

line

configured

for your computer. The line

number

is

shown

immediately below the icon. A checkmark

next to the

icon

also

indicates

the

selecte

line. For more information about what status message is displayed and under what

conditions,

see

the

instructions

for

each

telephone

feature

in

Chapter 3,

“Using

the

Telephone

Features.”

(You

can

also display system messages in your

CallCoordinator

for

Windows

window. See

“Displaying

System

Messages”

on page 16

for information.)

Comment Line

You

can

send

a

comment

to

another

agent

when

transferring

a

call, when setting up a three-way

conf

ence

call, or any time during a call. You enter the

comment using either the CCWin Transfer or CCWin

Conference window. The target agent sees your comment next to the telephone icon on their

CallCoordinator for Windows main window. If the target

agent has more than one line, the comment

appears next to the telephone icon

for

the

line

they

have

selected. For

example,

you

can

send a

comment

to

another agent

like

the

following:

Data received from Rhonda

Hi John, this customer wanted to talk to you about his order￿.

This

feature

is

especially

useful

in automaticenvironmentscall distributionwith

(ACD)

groups. When

making

a transfer in such an environment, you can send

a

comment that

may

be

helpful

to

the

agent

receiving the transfer (the next available agent in

the

queue), even though

the

two

of

you

never

communicate.

See

“How

to

Transfer

Calls

and Data”

on

page 46

for

more

information

about

transferring

a

comment

using

the CCWin Transfer window, and “How to Set Up Three-Way

Conference

Calls” on

page 53

for

more

information

about

transferring

a

comment using

the

CCWin

Conference

window.

10 CallPath CallCoordinator for Windows: User’s Guide