IBM SC31-6254-01 - Manual

IBM SC31-6254-01

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Table of Contents:

  • Page 3 – ÉÂÔ; CallPath CallCoordinator for Windows; User’s Guide; Version 1
  • Page 4 – Note
  • Page 5 – Contents; Notices; iii
  • Page 6 – iv
  • Page 7 – Index
  • Page 9 – Figures; vii
  • Page 10 – viii
  • Page 11 – Trademarks and Service Marks; Trademark; ix
  • Page 13 – About This Book; Who Should Use This Book; xi
  • Page 14 – Bold; Monospace; xii
  • Page 15 – What’s New in This Book; xiii
  • Page 16 – Where to Find More Information; xiv
  • Page 17 – Chapter 1. Introducing CallCoordinator for Windows; What Is CallCoordinator for Windows?
  • Page 18 – CallCoordinator for Windows enables you to set up your own per-; Customized CallCoordinator for Windows Features; Intelligent answering; Intelligent Answering:; intelligent answering. You do not have to ask
  • Page 19 – Coordinated Voice and Data Transfer:; When you transfer a call to another agent, you can; coordinated voice and data transfer, comes with; the other agent can update.; Faster Keyboard Operation through QuickKeys:; QuickKeys are key combinations (Alt; Access to a System Directory:; Your system administrator has probably made available a
  • Page 21 – How CallCoordinator for Windows Works; CallCoordinator for Windows Environment:; As shown in Figure 1, CallCoordinator for; Host Application Transaction Files:; Host Application Transaction (HAT) files are special
  • Page 23 – Chapter 2. Getting Started; How to Start CallCoordinator for Windows; To start CallCoordinator for Windows, do the following:; Ctrl
  • Page 24 – Click on Window on the Program Manager menu bar.; The StartUp window appears.
  • Page 25 – CallCoordinator for Windows Main Window; The Line is Idle; Pushbuttons
  • Page 26 – See “Getting Help Information” on page 23 for instructions.; Status Messages; Call from Summers; Comment Line; This feature is especially useful in environments with
  • Page 27 – OK; Canceling a Selection:
  • Page 28 – Help—do the following:; Making Selections Using Control Key Combinations:; D. You can also access the Notes feature in
  • Page 29 – a window) only by doing the following:
  • Page 30 – Click and hold down the mouse button.; Closing a Window in CallCoordinator for Windows; Windows in CallCoordinator for Windows can be; F4 to close the window.
  • Page 31 – Using CallCoordinator for Windows Exit Options:; Alternatively, you can use exit to close; or; Press Alt
  • Page 32 – Displaying System Messages; Do the following to display system messages:
  • Page 33 – Selecting the CallCoordinator for Windows Screen Mode
  • Page 36 – Click on Display Window When Call is Received, or press W.
  • Page 37 – Setting the Colors for the Telephone Icons; Gray represents the Idle state
  • Page 39 – On Window; Getting Help from Your System Administrator
  • Page 40 – Click on Yes or press Enter to exit.; Using Windows to Exit; Alt
  • Page 41 – Chapter 3. Using the Telephone Features
  • Page 42 – How to Select a Line; Click on the telephone icon associated with the line you want.
  • Page 43 – How to Access the Telephone Features; The CallCoordinator for Windows group window appears.
  • Page 46 – Agent ID
  • Page 47 – Logging on to the Northern Telecom Meridian 1 Switch:; Logon Successful
  • Page 48 – Do the following; Click on Features on the CallCoordinator for Windows menu bar.; The Activity window appears, as shown in Figure 15.; Enter your ID in the Pool entry box.
  • Page 49 – Auxiliary Work, to indicate that you are working on another task; Manual In Successful; Ready, to indicate that you are ready to receive calls
  • Page 50 – Ready Successful; Indicating Activity Status to the ROLM 9751 Switch:; Available, to indicate that you are ready to receive calls; Available Successful
  • Page 51 – How to Make Calls; Dialing a Number
  • Page 52 – Searching the Directory; Enter key to dial the number.; Keeping the Dial Pad Open
  • Page 53 – The CCWin Dial Pad window appears.; Click on Actions on the CCWin Dial Pad window menu bar.; The Actions pull-down menu appears, as shown in Figure 19.; Selecting a Directory; Click on the Dial pushbutton to open the CCWin Dial Pad window.
  • Page 54 – Refreshing the Directories in the CCWin Dial Pad Window
  • Page 55 – Updating Entries in Your Personal Directory; The Directory pull-down menu appears.; Click on Update Personal Directory.; CallCoordinator for Windows displays the entry.; (Backspace) or Del key to delete any characters, and enter any; Selecting a HAT Table for Making Outbound Calls
  • Page 56 – Do the following to select a HAT table for making outbound calls:; The HAT pull-down menu appears, as shown in Figure 21.; The CCWin Run HAT window appears, as shown in Figure 22.
  • Page 58 – Enter your note in the Note box.
  • Page 59 – How to Answer Calls; Do the following to answer the call:
  • Page 62 – How to Transfer Calls and Data; Transferring Calls and Data; Do the following to transfer a call and data:
  • Page 63 – a. Click on Defaults on the CCWin Transfer window menu bar.; The Data pull-down menu appears, as shown in Figure 26.
  • Page 64 – d. Do the following to select the host session:; ) Click on Defaults on the CCWin Transfer window menu bar.; The Host Session box appears.; Click on the Complete pushbutton to complete the call transfer.
  • Page 65 – Selecting Your Defaults
  • Page 66 – Default Directory for Transfers:; Default Transfer Number:
  • Page 69 – How to Set Up Three-Way Conference Calls; Setting Up Three-Way Conference Calls; Do the following to set up a three-way conference call:
  • Page 70 – a. Click on Defaults on the CCWin Conference window menu bar.; The Data pull-down menu appears, as shown in Figure 29.
  • Page 73 – The Open window appears.; Default Conference Number:; CallCoordinator for Windows keeps the last extension you; Default Host Session:; Click on Host Session on the Defaults pull-down menu.
  • Page 76 – Accessing the Call Log and Personal Directory Features
  • Page 77 – Update Personal Directory
  • Page 79 – Click on Features on the CallCoordinator for Windows menu bar.
  • Page 80 – Opening the Call Log; Date of the call
  • Page 81 – Opening Notes in the Call Log
  • Page 83 – Managing the Call Log Information—Settings Feature; Do the following to access the Call Log settings feature:; You can select one of the following settings:
  • Page 84 – Setting the View:; Do the following to set the view:; Click on the View tab from the Log Settings window.; Do the following to specify the view:
  • Page 85 – Sorting the Call Log:; Do the following to access the Sort setting:; Do the following to sort the data:; Note: You can sort on only one column at a time.; c. Click on one of the following radio buttons:; Ascending if you want the data sorted in ascending order
  • Page 87 – Setting the Filter:; Do the following to access the Filter setting:; Unfiltered Columns box.; as many columns as you want, but you can only filter one at a time.; c. Click on the column you want to filter in the Filtered Columns box.
  • Page 89 – Filter Criteria accepted for Type.
  • Page 90 – Filter Criteria accepted for Date.
  • Page 91 – Filter Criteria accepted for Time.
  • Page 92 – Do the following to filter the Party column:; Enter the name in the Filter box.; The name should be entered as shown in the Call Log.; Filter Criteria accepted for Party.
  • Page 93 – Do the following to filter the Phone Number column:; Enter the phone number in the Filter box.; Filter Criteria accepted for Phone Number.
  • Page 94 – Do the following to filter the Notes column:; Enter the description of the note in the Filter box.; Filter Criteria accepted for Notes.
  • Page 95 – Using the View, Sort, and Filter Settings Together; Use the sort feature to sort on Date.
  • Page 96 – Setting the Overflow:; Click on the Overflow tab from the Log Settings window.; Double-click on the box to highlight it, and enter a number
  • Page 98 – Setting the Toolbar:
  • Page 100 – Click on Icon only toolbar if you want only icons displayed.; Figure 49 shows the Call Log with an icon-only toolbar.; Click on Text only toolbar if you want only text displayed.; Figure 50 shows the Call Log with a text-only toolbar.
  • Page 101 – Controlling Your Call Log; Printing Your Call Log:
  • Page 102 – Clearing Your Call Log:; Clear Log pushbutton.; Saving Your Call Log to a File:
  • Page 103 – How to Create Your Personal Directory; Do the following to open the Personal Directory:
  • Page 104 – Adding an Entry; Do the following to add an entry:
  • Page 105 – Updating an Entry
  • Page 106 – Removing an Entry; Do you wish to remove this entry from the directory?; Refreshing the Personal Directory
  • Page 109 – Glossary; ANI. Automatic number identification.
  • Page 116 – Communicating Your Comments to IBM
  • Page 118 – ÉÂÔÙ; Please do not staple; BUSINESS REPLY MAIL; Please do not staple
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CallPath CallCoordinator for Windows

User’s Guide

Version 1

SC31-6254-01

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Summary

Page 3 - ÉÂÔ; CallPath CallCoordinator for Windows; User’s Guide; Version 1

ÉÂÔ CallPath CallCoordinator for Windows User’s Guide Version 1 SC31-6254-01

Page 4 - Note

Note Before using this information and the product it supports, be sure to read the general information under “Notices”on page ix. Second Edition (October 1994) This edition applies to Version 1.0.2 of IBM CallPath CallCoordinator for Windows, Program Number 5871-AAA (PartNumber 87G7210), IBM CallPa...

Page 5 - Contents; Notices; iii

Contents Notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix Trademarks and Service Marks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix About This Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ...

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