IBM SC31-6254-01 manual You May Find This Feature Most Useful When Transferring

You

may

find

this

feature

most

useful

when

transferring

to

an

ACD

group

in

that

it

enables

leave

a

comment

for

the

next available

agent. You

can

enter

up

to

254

characters

(the

box

Your

comment appears

on

the

target

agent’s or

the

next

available

agent’s

window,

next

to

the

phone

icon. (If

the

target

agent

has

more

than one

line,

the

comment

appears

next

to the

t

icon

for

the

line

they

have

selected.)

Note:

You

cannot

enter

a

comment Commentin thefor

Target

Agent

box

if

you

selectSend

the

Host Screen

Image

option. See

step

4.

3. If

necessary,

clickCustomeron IDthe

box, and

change

the

customer

identification

in it.

This box usually contains any customer identification information that has been collected by

CallCoordinator

for

Windows

(such

as

a

telephone

number, account

number,

and

so

on). You

may

need

to

change

it

if,

for example, the caller calls from

a

different

location

than

usual,

s

mobile phone

or

public

telephone

(CallCoordinator

for

Windows

cannot

match

the

caller’s

number

to

the

customer

ID

in

these

cases).

Note:

Skip

the

next

step

if

you

do

not plan

to

transfer

data,

and

go

on

to

step

5.

4. Optionally, to transfer host data (with or without the call), do the following:

a. Click onDefaults on the CCWin Transfer window menu bar.

The Defaults pull-down menu appears.

b. Click onData on the Defaults pull-down menu.

The Data pull-down menu appears, as shown in Figure 26.

Figure 26. CCWin Transfer Window—Data Pull-Down Menu

Chapter 3. Using the Telephone47 Features