IBM SC31-6254-01 manual Host, Transfer

c. Do one of the following:

¹

Click

onUpdate

Target

Host Screen

to

set

the

target

agent’s

screen

to

the

same

screen

you

are

looking

at. Once

the target

agent

has

the

new

screen

on

their

computer,

the

tar

agent

can

make

changes

to

the data in it. (Depending on how your system

administrator

implemented

HAT

files,

the

screen set

for the

target agent

may,

for

example, be

the

fi

application

screen

or

the

last

one

you

worked

on. In either case, the target agent can

resume working

with

the

caller’s

data

after

the transfer.)

¹

Click

onSend

Host

Screen

Image

to send a read-only

image of your screen to the target

agent. In

this type of transfer, the target

agent

can

only

view

the

data

transmitted

b

Note:

You

cannot

enter

a

comment

Commentin thefor

Target

Agent

box

if

you

select

theSend

Host

Screen

Image

option.

d. Do the following to select the host session:

1) Click onDefaults on the CCWin Transfer window menu bar.

The Defaults pull-down menu appears.

2) Click onHost Session on the Defaults pull-down menu.

The Host Session box appears.

3) Select the session by scrolling through the list and clicking on the session you want.

e. If

you

are

only

sending data,Send DataclickOnly on

thepushbutton. The transfer

is complete

at

this

point.

Skip

the

next

step.

Note:

If

you

are

sending

data

only,

CallCoordinator for Windows

displays

a message box

to the

other

agent

asking

the

following

question:

Data received from extension nnnn.

Do you wish to accept the data?

The target

agent

can decline the request, in which case the

data

is

discarded. This

message

useful in situations where

the

target

agent

already has

data

on

the

screen.

5. Click

on

theTransfer

pushbutton

to transfer the call or both

the

call

and

data.

Note:

If

you

are

including

data with

the call transfer,

the

data

is

sent immediately

when you

Transfer .

This step connects you to the target agent, and the caller is placed on Hold. CallCoordinator fo Windows displays the messageCall on Hold.

You can consult with the agent before completing the transfer. If the target agent is busy w another call, reconnect yourself with the callerCancel .by(Thisclickingoptionon may not be avail-

able on your telephone system switch. You may have to use your telephone to manually reconnect yourself to the caller.)

6. Click on theComplete pushbutton to complete the call transfer.

Note: If you are transferring to an ACD group,Complete clickpushbuon theton immediately to complete the transfer (that is, rightTransferafter). clicking on

48 CallPath CallCoordinator for Windows: User’s Guide