IBM SC31-6254-01 - Manuals

Using the Actions Pull-Down Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 How to Log on to Your Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 How to Indicate Your Activity Status . . . . . . . . . . . . . . . . . . . . . . . . . . . ....

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95 Contents v

Figures 1. Example of CallCoordinator for Windows Environment . . . . . . . . . . . . . . . . . . . . . . 5 2. CallCoordinator for Windows Group Window . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 3. CallCoordinator for Windows Main Window . . . . . . . . . . . . . . . . . . . . . . . . ....

46. Log Settings Toolbar Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 47. Call Log—No Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 48. Call Log Toolbar—Icons and Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . ...

Notices References in this publication to IBM products, programs, or services do not imply that IBM intends tomake these available in all countries in which IBM operates. Any reference to an IBM product, program,or service is not intended to state or imply that only IBM’s product, program, or servic...

About This Book This book describes how to use IBM CallPath* CallCoordinator* for Windows to make, answer, transfer,and set up three-way conference calls from your Windows-based computer. This book also describeshow to use the Call Log and Personal Directory features in CallCoordinator for Windows. ...

How to Use This Book This book describes how to use the CallCoordinator for Windows telephone, Call Log, and PersonalDirectory features. How This Book is Organized This book has the following chapters: ¹ Chapter 1, “Introducing CallCoordinator for Windows,” briefly describes CallCoordinator for Wind...

What’s New in This Book CallCoordinator for Windows Version 1.0.2 has new features. The following are described in this book: ¹ Multiline capability, which enables CallCoordinator for Windows to work with up to four lines on atelephone set ¹ Directory search capability, which enables alphabetical se...

Where to Find More Information For additional information about CallCoordinator for Windows, see CallPath CallCoordinator for Windows System Administrator’s Guide (SC31-6255). CallCoordinator for Windows requires the IBM CallPath CallCoordinator/2* Server product. For informa-tion about the IBM Call...

Chapter 1. Introducing CallCoordinator for Windows This chapter introduces the features available in IBM CallPath CallCoordinator for Windows, whichconsist of its telephone capability, Call Log, and Personal Directory. This chapter also lists some addi-tional features that may be available to you, s...

You can use the CallCoordinator for Windows telephone features from any of the telephone lines on yourset (four is the limit). Through CallCoordinator for Windows, you can also log on and log off your tele-phone system switch, and indicate your activity status—just as you currently do from your tele...

for an account number or the spelling of a name. You simply press the Answer pushbutton to answerthe call; the data is already displayed. This feature may be available to you on each telephone line that you have (up to four) if your systemadministrator customized CallCoordinator for Windows to provi...

How CallCoordinator for Windows Works Figure 1 shows a typical environment that is configured for call handling with CallCoordinator forWindows. The agents are equipped with computers that have CallCoordinator for Windows installed onthem. LAN TelephoneSystemSwitch Data Data Voice Customer BusinessD...

Chapter 2. Getting Started This chapter describes what you should know about CallCoordinator for Windows before you begin to useit. How to Start CallCoordinator for Windows CallCoordinator for Windows is already installed on your computer by your system administrator. Theinstallation process is desc...

Figure 3. CallCoordinator for Windows Main Window To help you get started, the rest of this chapter describes how to perform some basic Windows oper-ations in CallCoordinator for Windows. Chapter 3, “Using the Telephone Features,” provides theinstructions for using all of the telephone features in C...

CallCoordinator for Windows Main Window As shown in Figure 3 on page 8, the CallCoordinator for Windows main window has a menu bar and arow of pushbuttons. The telephone features are used in the same way whether you access them fromthe pushbuttons or from the menu bar. The main window also includes ...

¹ The Help pull-down menu makes available information about CallCoordinator for Windows and aboutusing 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. Themessage...

Making Selections in CallCoordinator for Windows You can make selections in CallCoordinator for Windows using your mouse or keyboard. Making Selections Using Your Mouse CallCoordinator for Windows selections are presented as pushbuttons, pull-down menu items, radiobuttons, tabs, and checkboxes. In g...

Making Selections Using Your Keyboard You can select a CallCoordinator for Windows pushbutton, pull-down menu item, radio button, orcheckbox using your keyboard. In general, do the following from a CallCoordinator for Windows window: ¹ To move to a selection, use the Tab key or a cursor key. ¹ To ac...

Canceling a Selection: You can cancel a selection in a window (or any entries that you made in a window) only by doing the following: 1. Move to Cancel (or No) using the Tab key or a cursor key. 2. Press Enter. These steps must be done before exiting. Chapter 2. Getting Started 13

Managing Windows in CallCoordinator for Windows This section describes how to perform basic operations in CallCoordinator for Windows. Moving the CallCoordinator for Windows Main Window You can move the CallCoordinator for Windows main window to any part of your screen. This enablesyou to position i...

Using CallCoordinator for Windows Exit Options: Alternatively, you can use exit to close a window, as follows: 1. Select Actions on the menu bar of any window in CallCoordinator for Windows: ¹ Click on it. or ¹ Press Alt + A. 2. Click on Exit or press X. Chapter 2. Getting Started 15

Displaying System Messages CallCoordinator for Windows generates messages and stores them in a special file if there are any prob-lems with its operation. Ordinarily, CallCoordinator for Windows does not display these messages unlessyou elect to have them displayed. Do the following to display syste...

Selecting the CallCoordinator for Windows Screen Mode When you first start CallCoordinator for Windows, the main window includes a row of pushbuttons withicons. Below each icon is the text label that describes the feature represented by the icon. This is thedefault screen mode for CallCoordinator fo...

Displaying the CallCoordinator for Windows Main Window on Inbound Calls The CallCoordinator for Windows main window normally is in the foreground of your screen. If it ishidden by other windows when you get a call, the CallCoordinator for Windows main window automat-ically comes to the foreground. (...

Setting the Colors for the Telephone Icons Information about your telephone’s status is conveyed to you not only through status messages, but alsothrough animation of the telephone icon and through its color. For example, when your telephone rings,the icon looks as if it is ringing, and it also chan...

Getting Help Information You can get Help information about CallCoordinator for Windows through its Help feature or from yoursystem administrator. Getting Help from CallCoordinator for Windows Do the following to access the Help feature: 1. Click on Help on the CallCoordinator for Windows menu bar o...

Exiting CallCoordinator for Windows You can exit CallCoordinator for Windows using its exit procedure or the Windows procedure. Using CallCoordinator for Windows to Exit Do the following to exit CallCoordinator for Windows using its own procedure: 1. Click on Actions on the CallCoordinator for Windo...

Chapter 3. Using the Telephone Features This chapter describes how to use the CallCoordinator for Windows telephone features. It is organizedas follows: ¹ “How to Select a Line” on page 26 describes how to select a line when you have more than one lineconfigured for you. ¹ “How to Access the Telepho...

How to Select a Line Your system administrator may have configured your CallCoordinator for Windows computer with multiplelines (up to four). Figure 10, for example, shows CallCoordinator for Windows configured with four lines.The currently selected line has a checkmark next to it. Figure 10. CallCo...

How to Access the Telephone Features CallCoordinator for Windows is installed for you by your system administrator. When you startCallCoordinator for Windows, it displays a window that has a menu bar and a row of pushbuttons belowit. If you have not started CallCoordinator for Windows yet, do the fo...

How to Log on to Your Switch If you normally log on to your telephone system switch before taking calls, you can also do so throughCallCoordinator for Windows. Note: Certain menu items and windows mentioned in this section appear only if you have one of thefollowing telephone system switches: AT&...

5. Click on Logon. The screen flashes and CallCoordinator for Windows displays the following message: Logon Successful 6. Click on OK to remove the message box. When you are ready to log off, access this window again and click on Logoff. Logging on to the Northern Telecom Meridian 1 Switch: Do the f...

How to Indicate Your Activity Status Through CallCoordinator for Windows, you can indicate when you are ready to receive calls, when youare not, and so on, just as you do today using your telephone set. Note: You can indicate your activity status through CallCoordinator for Windows only if you have ...

¹ After Call Work, to indicate that you are still working on the previous call ¹ Auxiliary Work, to indicate that you are working on another task When you click on an activity button, CallCoordinator for Windows displays a message box, as forexample: Manual In Successful 6. Click on OK to remove the...

When you click on one or the other, CallCoordinator for Windows displays a message box, as forexample: Ready Successful 6. Click on OK to remove the message box. The checkmark moves to the selected button (for example, Ready) to indicate your current activitystatus. Note: You can leave open the Acti...

How to Make Calls You can make calls from the CCWin Dial Pad window. The telephone number is “dialed” by typing it in,entering it at the dial pad, or selecting it from your Personal Directory or system directory. Do the following to open the CCWin Dial Pad window: Click on the Dial pushbutton on the...

Notes: 1. If you inadvertently try to make a call on an active line, CallCoordinator for Windows displays the message Line nnnn is not in correct state to make a call . 2. Use the ← (Backspace) or Del key for making corrections when entering a number to dial. After dialing the number, the CallCoordi...

The CCWin Dial Pad window appears. 2. Click on Actions on the CCWin Dial Pad window menu bar. The Actions pull-down menu appears, as shown in Figure 19. 3. Click on Keep Dial Pad Open. Figure 19. CCWin Dial Pad Window—Actions Pull-Down Menu The CCWin Dial Pad window continues to be displayed after e...

2. Click on Directory on the CCWin Dial Pad window menu bar. The Directory pull-down menu appears, as shown in Figure 20. 3. Click on either System Directory or Personal Directory in the Directory pull-down menu. Figure 20. CCWin Dial Pad Window—Directory Pull-Down Menu CallCoordinator for Windows i...

Updating Entries in Your Personal Directory You can update entries in your Personal Directory from the CCWin Dial Pad window. Do the following: 1. Click on Directory. The Directory pull-down menu appears. 2. Click on Update Personal Directory. CallCoordinator for Windows displays the CCWin Personal ...

Do the following to select a HAT table for making outbound calls: 1. Click on the Dial pushbutton to open the CCWin Dial Pad window. 2. Click on HAT on the CCWin Dial Pad window menu bar. The HAT pull-down menu appears, as shown in Figure 21. Figure 21. CCWin Dial Pad Window—HAT Pull-Down Menu 3. Cl...

The CCWin Notes window appears (Figure 23 on page 42 shows the CCWin Notes window with asample note). Figure 23. CCWin Notes Window As can be seen in Figure 23, the CCWin Notes window is associated with the line selected for thecall. (The line number appears in the window title bar.) You can open up...

How to Answer Calls When your telephone rings, you can answer the call from the CallCoordinator for Windows main window. Do the following to answer the call: 1. Click on the telephone icon for the ringing line in the CallCoordinator for Windows main window (if you have more than one line and the rin...

How to Transfer Calls and Data CallCoordinator for Windows enables you to transfer calls and data, which is known as coordinated voiceand data transfer. You can also, as needed, transfer just the call or just the data. Do the following tostart a call and data transfer: Click on the Transfer pushbutt...

You may find this feature most useful when transferring to an ACD group in that it enables you toleave a comment for the next available agent. You can enter up to 254 characters (the box scrolls).Your comment appears on the target agent’s or the next available agent’s window, next to the tele-phone ...

c. Do one of the following: ¹ Click on Update Target Host Screen to set the target agent’s screen to the same screenyou are looking at. Once the target agent has the new screen on their computer, the targetagent can make changes to the data in it. (Depending on how your system administratorimplement...

When a call is transferred, CallCoordinator for Windows displays the following message at the bottom ofthe target agent’s window: Call from Summers Frank. Transferred from Mike. The first name in the message ( Summers Frank ) is the name of the person being transferred ( if that name is in the curre...

Default Directory for Transfers: You can set the system directory or Personal Directory as your default directory for call and data transfers. The directory you select should contain the names and extensions of the agents you work with, as wellas certain departments or groups in your company. This e...

How to Set Up Three-Way Conference Calls CallCoordinator for Windows enables you to set up three-way conference calls, including transferring datainto the conference (known as a coordinated voice and data transfer). Do the following to start athree-way conference call: Click on the Conference pushbu...

2. Optionally, click on the Comment for Target Agent box, and enter a comment in it. You can enter up to 254 characters (the box scrolls). Your comment appears on the target agent’swindow, next to the telephone icon. (If the target agent has more than one line, the commentappears next to the telepho...

Figure 30. CCWin Conference Window—Directory Pull-Down Menu 3. Click on either System Directory or Personal Directory in the Directory pull-down menu. CallCoordinator for Windows indicates which is the currently selected directory just below the CCWinConference window menu bar. It remains in effect ...

Accessing the Call Log and Personal Directory Features CallCoordinator for Windows is installed for you by your system administrator. When you startCallCoordinator for Windows, it displays a window that has a menu bar and a row of pushbuttons belowit. If you have not started CallCoordinator for Wind...

Using the Pushbutton The Call Log pushbutton enables you to access the Call Log feature (see Figure 31); just click on thepushbutton using your mouse. Using the Features Pull-Down Menu The Call Log and Personal Directory are available from the Features pull-down menu on theCallCoordinator for Window...

How to Use the Call Log The CallCoordinator for Windows Call Log feature automatically collects (logs) data about each call youreceive, make, and even miss. It records the date and time of the call, the called or calling party, thephone number, the call duration, and any notes you made about the cal...

If you choose not to use the Call Log, you can disable it. Do the following to disable the Call Log: 1. Click on Features on the CallCoordinator for Windows menu bar. The Features pull-down menu appears. 2. Click on Enable Call Logging to disable the Call Log. When you next access this pull-down men...

You can scroll through the Call Log entries using the scroll arrows ( ↓↑ ). Note: If you have not had any call activity as yet, the columns will be empty. The pushbuttons in the CCWin Call Log window give you complete control over the Call Loginformation—for example, you can sort it, print it, delet...

Managing the Call Log Information—Settings Feature The Call Log is intended to give you information that you may find useful in your job. You can work withthis information in a number of ways through its Settings feature. Through this feature, for example, youcan sort your Call Log data by the colum...

Setting the View: The View setting enables you to specify which columns of information are dis- played when you open your Call Log. The default view consists of the following seven columns of infor-mation: Date, Time, Type (for example, outgoing call), Party (the caller’s or called party’s name), Ph...

Sorting the Call Log: The Sort setting enables you to sort your Call Log data. You can sort it by column (for example, Type) in ascending or descending order. Do the following to access the Sort setting: 1. Click on the Sort tab from the Log Settings window. CallCoordinator for Windows displays the ...

Setting the Filter: The Call Log collects complete data about each of your calls (even if you exclude one or more columns from your view). Sometimes you will want to limit the data that is dis-played when you view the Call Log. The Filter setting enables you to filter the log entries so that onlythe...

Filtering the Type Column: If you are filtering the Type column, the Edit Filter box displays the FilterType box (see Figure 39), with the following call types: ¹ Incoming calls ¹ Outgoing calls ¹ Missed calls ¹ Incoming and outgoing calls ¹ Incoming and missed calls ¹ Outgoing and missed calls Do t...

Filtering the Date Column: If you are filtering the Date column, the Edit Filter box displays the FilterDate box (see Figure 40). Do the following to filter the Date column: 1. Click on Before or After. 2. Enter a date in the Enter Date box, as follows: ¹ Double-click on each box to highlight it, th...

Filtering the Time Column: If you are filtering the Time column, the Edit Filter box displays the FilterTime box (see Figure 41). Do the following to filter the Time column: 1. Click on Before or After. 2. Enter a time in the Enter Time box, as follows: ¹ Double-click on each box to highlight it, th...

Filtering the Party Column: If you are filtering the Party column, the Edit Filter box displays the FilterParty box (see Figure 42). Do the following to filter the Party column: 1. Enter the name in the Filter box. The name should be entered as shown in the Call Log. 2. Click on OK. Figure 42. Call ...

Filtering the Phone Number Column: If you are filtering the Phone Number column, the Edit Filterbox displays the Filter Phone Number box (see Figure 43). Do the following to filter the Phone Number column: 1. Enter the phone number in the Filter box. Note: Enter just the digits of the number. Do not...

Filtering the Notes Column: If you are filtering the Notes column, the Edit Filter box displays theFilter Notes box (see Figure 44). Do the following to filter the Notes column: 1. Enter the description of the note in the Filter box. The description should match the descriptions entered in the CCWin...

Using the View, Sort, and Filter Settings Together You can use the view, sort, and filter settings together to further refine the output shown in your Call Log.For example: ¹ Use the view feature to exclude all columns except for Party, Date, and Time. ¹ Use the sort feature to sort on Date. ¹ Use t...

Setting the Overflow: The Overflow setting enables you to specify the maximum number of Call Log entries that you want logged on an ongoing basis. This number is the overflow threshold. You canalso specify a file, the overflow file, to store any entries that exceed the maximum number. Do the followi...

Setting the Toolbar: CallCoordinator for Windows enables you to customize the toolbar in your Call Log window. Your choices are as follows: ¹ No toolbar ¹ Icon and text toolbar ¹ Icon only toolbar ¹ Text only toolbar Do the following to set the toolbar for the Call Log window: 1. Click on the Toolba...

¹ Click on Icon only toolbar if you want only icons displayed. Figure 49 shows the Call Log with an icon-only toolbar. Figure 49. Call Log Toolbar—Icons Only ¹ Click on Text only toolbar if you want only text displayed. Figure 50 shows the Call Log with a text-only toolbar. Figure 50. Call Log Toolb...

Controlling Your Call Log You can print the contents of the Call Log, delete a Call Log entry, clear the entire Call Log, and saveyour Call Log to a file. Figure 51 shows the pushbuttons used to control your Call Log. Figure 51. Pushbuttons for Controlling the Call Log Printing Your Call Log: You ca...

Clearing Your Call Log: You can clear (delete) all the entries in your Call Log by using the Clear Log pushbutton. Do the following to clear the Call Log: 1. Click on the Clear Log pushbutton to clear the Call Log. CallCoordinator for Windows asks if you want to clear the entire log. 2. Click on Y t...

How to Create Your Personal Directory You can create a telephone directory for your own needs. CallCoordinator for Windows considers it to beyour Personal Directory. In your Personal Directory you can include, for example, the names andnumbers you call most frequently—personal numbers (such as for s...

Figure 52. CCWin Personal Directory Window Adding an Entry You create your Personal Directory using the CCWin Personal Directory window, where you can add,update, or remove entries. Do the following to add an entry: 1. Click on Features on the CallCoordinator for Windows menu bar. The Features pull-...

¹ Phone number in the Phone Number box (this field is mandatory; the number entered must becomplete and accurate) You can use hyphens as separators between the area code, exchange, and extension. ¹ Description, if any, in the Description box; this field is optional Use the ← (Backspace) or Del key i...

Removing an Entry To remove an entry, do the following: 1. Click on Features on the CallCoordinator for Windows menu bar. The Features pull-down menu appears. 2. Click on Update Personal Directory. CallCoordinator for Windows displays the CCWin Personal Directory window. 3. Click on the letter (in t...

Glossary This glossary defines all terms and abbreviations used inthis publication that may be new or unfamiliar as well aspreviously defined terms that you may want to look up.The terms are defined as they apply to telephony. This glossary includes terms and definitions from theDictionary of Comput...

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