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Weber 89960 Gas Grill User Manual

1. Currently Selected HAT COLLECT Figure 22 CCWin Run HAT Window 40 CallPath CallCoordinator for Windows User s Guide 4 Scroll through the list of HAT table names in the Available HAT Names list box to find the one you want an
2. Agent ID Figure 13 Logon Logoff Window for the AT amp T DEFINITY Generic 3 Switch The following entry boxes appear e Agent ID e Password appears only if the switch has EASe e Pool appears only if the switch does not have EASe 4 Enter the required information in the boxes displayed in your window 30 CallPath CallCoordinator for Windows User s Guide 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 following to log on to the Northern Telecom Meridian 1 switch using CallCoordinator for Windows 1 Select the line you want to log on from if it is different from the currently selected line by clicking on the corresponding telephone icon 2 Click on Features on the CallCoordinator for Windows menu bar The Features pull down menu appears 3 Click on Logon Logoff The Logon Logoff window appears as shown in Figure 14 Logon Logoff x3456 Figure 14 Logon Logoff Window for the Northern Telecom Meridian 1 Switch The following entry box appears Agent ID 4 Enter the ID in the box displayed in your window 5 Click on Logon The screen flashes and CallCoordinator for Windows displays the following message Logon Successful 6 Cli
3. Duration 06 00 54 Incoming Joe Monte 2025558217 00 02 07 06 03 13 Incoming Steve Hamilton 2025559944 00 03 29 06 08 31 Incoming 2035555202 2035555202 00 10 35 06 28 26 Outgoing Agent 2 5202 00 04 50 06 39 53 Outgoing Agent 2 5202 00 01 05 09 51 36 Incoming Mike Smith 2225551234 00 03 31 09 56 00 Incoming Agent 2 5202 00 00 23 09 55 20 Incoming Agent 2 00 00 34 Figure 50 Call Log Toolbar Text Only 3 Close the Log Settings window using the Windows control menu to save the toolbar setting You will need to close and reopen the Call Log window to display the toolbar as you have set it This setting will remain in effect until you change it 84 CallPath CallCoordinator for Windows User s Guide Controlling Your Call Log You can print the contents of the Call Log delete a Call Log entry clear the entire Call Log and save your Call Log to a file Figure 51 shows the pushbuttons used to control your Call Log CCWin Call Log Actions Help Joe Monte 2025558217 Puration _ 02 07 Incoming Steve Hamilton 2025559944 00 03 29 Incoming 2035555202 2035555202 00 10 35 Outgoing Agent 2 5202 00 04 50 Outgoing Agent 2 5202 00 01 05 Incoming Mike Smith 2225551234 00 03 31 Incoming Agent 2 5202 00 00 23 09 55 20 Incoming Agent 2 5202 00 00 34 Figure 51 Pushbuttons for Controlling the Call Log Printing Your Call Log You can print the contents of your Call Log at any time including when the Call Log is
4. Note If your telephone system switch does not support a particular telephone feature CallCoordinator for Windows displays the text and icon for that feature in gray You cannot select the feature Chapter 3 Using the Telephone Features 29 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 through CallCoordinator for Windows Note Certain menu items and windows mentioned in this section appear only if you have one of the following telephone system switches AT amp T DEFINITY Generic 3 ROLM 9751 9005 and Northern Telecom Meridian 1 If your switch is not one of these they will not appear Logging on to the AT amp T DEFINITY Generic 3 Switch Do the following to log on to the AT amp T DEFINITY Generic 3 switch using CallCoordinator for Windows 1 Select the line you want to log on from if it is different from the currently selected line by clicking on the corresponding telephone icon 2 Click on Features on the CallCoordinator for Windows menu bar The Features pull down menu appears 3 Click on Logon Logoff The Logon Logoff window appears as shown in Figure 13 Note Figure 13 shows the Logon Logoff window as it appears for the AT amp T DEFINITY Generic 3 switch without the Expert Agent Selection EASe feature If your switch has this feature this window contains an entry box for a password instead of the pool ID Logon Logoff x3456
5. Solarev Ivan 617 555 1234 Trent Paula 718 555 1234 Washburn Cynthia 206 555 1234 Figure 18 CCWin Dial Pad Window Dialing a Number Do the following to dial a number Pres Emerald Ti Owner Greene Purchasing Mgr Buyer City Tran Pillman and Son Owner Camera Partner Eckert Owner Solarevy Buyer NLC Corg Owner NewDes _ 1 Click on the line that you want to use in the CallCoordinator for Windows main window if you have more than one line and the one you want is not selected 2 Do one of the following e Double click on the name of the person you want to call in the directory displayed to the right of the dial pad or e Type the number in the space below the dial pad then click on Dial or e Click on each digit in the dial pad of the number you are calling the number appears in the space below the dial pad then click on Dial If your telephone system switch requires a prefix for example to obtain an outside line enter it in the Dial Prefix box located above the dial pad You can enter up to three digits Delete the prefix after each call unless you need it for the next call To delete it select the Dial Prefix box and use the Backspace or Del key Chapter 3 Using the Telephone Features 35 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
6. 00 00 34 e Click on Icon and text toolbar if you want both icons and text displayed This is the default Figure 48 shows the Call Log with an icon and text toolbar Actions Help 06 08 31 06 28 26 06 39 53 09 51 36 09 56 00 09 55 20 CCWin Call Log Incoming Incoming Outgoing Outgoing Incoming Incoming Incoming Figure 48 Call Log Toolbar Icons and Text Chapter 4 Using the Call Log and Creating Your Personal Directory Joe Monte Steve Hamilton 2035555202 Agent 2 Agent 2 Mike Smith Agent 2 Agent 2 AE 2025559944 2035555202 5202 5202 2225551234 5202 5202 00 02 07 00 03 29 00 10 35 00 04 50 00 01 05 00 03 31 00 00 23 00 00 34 83 e Click on Icon only toolbar if you want only icons displayed Figure 49 shows the Call Log with an icon only toolbar CCWin Call Log Date Time Type Party Phone Number Duration _ 06 00 54 Incoming Joe Monte 2025558217 06 03 13 Incoming Steve Hamilton 2025559944 06 08 31 Incoming 2035555202 2035555202 06 28 26 Outgoing Agent 2 06 39 53 Outgoing Agent 2 09 51 36 Incoming Mike Smith 2225551234 09 56 00 Incoming Agent 2 5202 09 55 20 Incoming Agent 2 5202 Figure 49 Call Log Toolbar icons Only e Click on Text only toolbar if you want only text displayed Figure 50 shows the Call Log with a text only toolbar CCWin Call Log Actions Help setings Pan Delete Cal Cow Lag Save Fie
7. 51 52 viii Log Settings Toolbar Folder zoss fe cnc ere ho a we Boe ew ee gE ew i ee E h 82 Call Log No Toolbar 2 a 83 Call Log Toolbar Icons and Text 2 2 2 83 Call Log Toolbar Icons Only o oo aaa a 84 Call Log Toolbar Text Only ooa a 84 Pushbuttons for Controlling the Call Log aoaaa ee 85 CCWin Personal Directory Window oaaae a 88 CallPath CallCoordinator for Windows User s Guide Notices References in this publication to IBM products programs or services do not imply that IBM intends to make 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 service may be used Any functionally equivalent product program or service that does not infringe any of IBM s intellectual property rights may be used instead of the IBM product program or service Evaluation and verification of operation in conjunction with other products programs or services except those expressly designated by IBM are the user s responsibility IBM may have patents or pending patent applications covering subject matter in this document The furnishing of this document does not give you any license to these patents You can send license inquiries in writing to IBM Corporation IBM Director of Licensing 500 Columbus Avenue Thornwood New York 10594 United States Trademarks and Serv
8. Click on the letter in the row of letters below the menu bar corresponding to the first letter of the last name of the entry to be changed Use the scroll arrow to display the remaining letters if neces sary For example to locate an entry beginning with the letter G click on G CallCoordinator for Windows displays the entries beginning with that letter 4 Click on the entry that you want to update Use the scroll arrows to scroll through the list if neces sary CallCoordinator for Windows displays the entry 5 Move to the appropriate box 6 Make your changes using the lt Backspace or Del key to delete any characters and enter any new ones 7 Click on Update or press Enter If you change your mind about updating this entry click on Cancel The entry will be cleared from this window but not from your Personal Directory In addition to updating you can also add and remove Personal Directory entries from the CCWin Dial Pad window See How to Create Your Personal Directory on page 87 for complete instructions on creating and maintaining your Personal Directory Selecting a HAT Table for Making Outbound Calls Host Application Transaction HAT files are special files developed by your system administrator to provide additional features to you through CallCoordinator for Windows One such feature that can be provided through HAT files is intelligent answering For example when your telephone rings the HAT file
9. 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 CCWin Conference window menu bar It remains in effect until you change to the other directory using the steps just described If you have more than one system directory available to you do the following from the Directory pull down menu 1 Click on Select System Directory The Open window appears 2 Select the system directory you want from the File Name list box 3 Click on OK Default Conference Number CallCoordinator for Windows keeps the last extension you entered in the Target Agent box If you always conference with the same person or department that extension becomes in effect the default conference number You do not have to enter the number again when you set up three way conference calls Default Host Session You can set one host session as your default It should be the session that you use when you transfer data during three way conference calls Do the following to set the default host session 1 Click on the Conference pushbutton to open the CCWin Conference window 2 Click on Defaults The Defaults pull down menu appears 3 Click on Host Session on the Defaults pull down menu The Host Session box appears 4 Select the session by scrolling through the list and clicking on the session you wa
10. Do the following to select the screen mode that you prefer 1 Click on Settings on the CallCoordinator for Windows main window menu bar or press Alt S The Settings pull down menu appears 2 Click on Screen Settings or press S CallCoordinator for Windows displays the Screen Settings pull down menu as shown in Figure 8 CallCoordinator for Windows x Setings Mr a Display System Messages Screen Settings Icons Only i Answer S Display Window When Call is Received v Icons w Text Buttons w Text S The Line is Idl S The Line is Idle S The Line is Idle S The Line is Idle Figure 8 CallCoordinator for Windows Screen Settings Pull Down Menu 3 Select one of the following screen modes by clicking on it with your mouse or by pressing the key indicated by the underlined letter e Icons Only I e Icons with Text T e Buttons with Text B The screen mode remains in effect until you change it To change it use the instructions just described Chapter 2 Getting Started 19 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 is hidden by other windows when you get a call the CallCoordinator for Windows main window automat ically comes to the foreground This enables you to answer the call without having to find the CallCoordinator for Windows
11. and the duration of the call The Call Log also indicates if you made any notes for the call You can manage the Call Log data by for example sorting filtering and printing it See How to Use the Call Log on page 63 for instructions on using this feature Personal Directory Feature CallCoordinator for Windows enables you to set up your own per sonal electronic telephone directory Called the Personal Directory this feature simplifies making out bound calls to customers as well as transferring calls to other agents and setting up three way conference calls See How to Create Your Personal Directory on page 87 for instructions on creating and maintaining your Personal Directory See Chapter 3 Using the Telephone Features for instructions on using your Personal Directory when making transferring and setting up three way conference calls Customized CallCoordinator for Windows Features Your system administrator can customize CallCoordinator for Windows so that you have available one or more of the following additional features e Intelligent answering e Coordinated voice and data transfer e QuickKeys e Access to a system directory These features are intended to enhance your call handling capability and your access to the computer applications you use in your business such as applications for handling sales calls service calls and so on Intelligent Answering When your phone rings CallCoordinator for W
12. ee 11 Making Selections Using Your Mouse a 11 Making Selections Using Your Keyboard 0 00000 eee eee 12 Managing Windows in CallCoordinator for Windows 000002 eee eee 14 Moving the CallCoordinator for Windows Main Window 2 200 14 Closing a Window in CallCoordinator for Windows 22 2 020008 14 Displaying System Messages 1 a 16 Selecting the CallCoordinator for Windows Screen Mode 005 17 Displaying the CallCoordinator for Windows Main Window on Inbound Calls 20 Setting the Colors for the Telephone Icons 2 1 a 21 Getting Help Information lt eaaa s prsesia ae Ee ES ee SS oa Be 23 Getting Help from CallCoordinator for Windows 2 00000 eee ee 23 Getting Help from Your System Administrator 0 0 000020 epee 23 Exiting CallCoordinator for Windows 1 a 24 Using CallCoordinator for Windows to Exit 0 0 200000 ee ee 24 Using Windows To Exit 2 6 hea eee eR Be ee ae eee Se ae bed Roane 24 Chapter 3 Using the Telephone Features 0 22 004 25 How to selecta Line 242 253 die bee eee wy le eae beh Ae ate A aoe ae 26 How to Access the Telephone Features 0 00000 epee ee 27 Usingthe Pushbuttons 08 42 4 62 bee YP BS ee a ee ek bebe y 28 Copyright IBM Corp 1994 iii Using the Actions Pull Down Menu 2 2 2 2 a 28 How to Log on to Your Switch
13. how to 35 Notes feature using 41 other features using 41 status messages understanding 36 N Notes feature CCWin Notes window 42 44 using 41 44 P Personal Directory accessing 60 call transfer using with 50 creating 88 description of 87 dial pad using with 37 entries adding 88 entries removing 90 entries updating CCWin Conference window from 58 CCWin Dial Pad window from 39 CCWin Personal Directory window from 89 CCWin Transfer window from 51 searching 36 CCWin Dial Pad window from 36 three way conference call using with 56 pull down menu opening using keyboard 12 using mouse 11 Q QuickKeys 3 S screen mode button with text setting 18 buttons only setting 18 description of 17 icons only setting 17 setting 19 Set Color window 22 Settings pull down menu 9 16 status messages icons and 10 multiple lines and 10 Set Color window 22 telephone icons setting colors for 21 switches AT amp T DEFINITY Generic 3 Activity window 32 agent activity status indicating 32 Index 97 switches continued transferring calls continued AT amp T DEFINITY Generic 3 continued defaults selecting logging on to 30 data 49 Login Logoff window 30 directory 50 Northern Telecom Meridian 1 host session 51 Activity window 33 transfer number 46 agent activity status indicating 31 directory refreshing 51 logging on to 31 how to 46 Login Logoff window 31 ROLM 9751 Activity window 34 agent activity st
14. 100 entries on an ongoing basis Chapter 4 Using the Call Log and Creating Your Personal Directory 81 Setting the Toolbar CallCoordinator for Windows enables you to customize the toolbar in your Call Log window Your choices are as follows e No toolbar e Icon and text toolbar e Icon only toolbar e Text only toolbar Do the following to set the toolbar for the Call Log window 1 Click on the Toolbar tab from the Log Settings window CallCoordinator for Windows displays the Toolbar folder as shown in Figure 46 Log Settings No toolbar Icon and text toolbar Icon only toolbar Text only toolbar Figure 46 Log Settings Toolbar Folder 82 CallPath CallCoordinator for Windows User s Guide 2 Do the following to select the toolbar setting e Click on No toolbar if you do not want any toolbar displayed in the Call Log window Figure 47 shows the Call Log without the toolbar Actions Help CCWin Call Log Date Time Type Party Phone Number Duration 06 00 54 06 03 13 06 08 31 06 28 26 06 39 53 09 51 36 09 56 00 09 55 20 Figure 47 Call Log No Toolbar Incoming Incoming Incoming Outgoing Outgoing Incoming Incoming Incoming Joe Monte Steve Hamilton 2035555202 Agent 2 Agent 2 Mike Smith Agent 2 Agent 2 2025558217 2025559944 2035555202 5202 5202 2225551234 5202 5202 00 02 07 00 03 29 00 10 35 00 04 50 00 01 05 00 03 31 00 00 23
15. Backspace or Del key for making corrections Note You must be on a call to use the Notes feature although you can continue entering notes after hanging up Otherwise the Notes pushbutton is grayed out to indicate that it is inactive Chapter 3 Using the Telephone Features 45 How to Transfer Calls and Data CallCoordinator for Windows enables you to transfer calls and data which is known as coordinated voice and data transfer You can also as needed transfer just the call or just the data Do the following to start a call and data transfer Click on the Transfer pushbutton on the CallCoordinator for Windows main window CallCoordinator for Windows displays the CCWin Transfer window Figure 25 shows the CCWin Transfer window with sample entries CCWin Transfer Directory Defaults Help Actions Personal Directory arget Agent 468 Transfer Le Comment for Target Agent Complete Disagrees with Bill Gand Daca One ustomer ID 9195551 234 Figure 25 CCWin Transfer Window You can simplify call and host data transfers for yourself by setting a few defaults in the CCWin Transfer window See Selecting Your Defaults on page 49 for instructions Transferring Calls and Data You can transfer calls and data directly to another agent or to the next available agent in an ACD group If the transfer is to an ACD group the data is automatically held for the next available agent Do the following t
16. Dorothy 919 555 1234 Solarey Ivan 617 555 1234 Trent Paula 718 555 1234 Washburn Cynthia 206 555 1234 Figure 19 CCWin Dial Pad Window Actions Pull Down Menu Pres Emerald Ti Owner Greene Purchasing Mgr Buyer City Tran Pillman and Son Owner Camera Partner Eckert Owner Solarev Buyer NLC Corg Owner NewDes _ The CCWin Dial Pad window continues to be displayed after each call you make To disable the Keep Dial Pad Open feature click on it again on the Actions pull down menu A checkmark indicates whether this feature is on Selecting a Directory To simplify making calls you can use either of the following electronic directories from your CCWin Dial Pad window the system directory or your Personal Directory e The system directory is set up by your system administrator and has a company wide application It typically contains the names and numbers of all parties and entities that your company does busi ness with for example customers suppliers service providers and so on For information about the system directory see your system administrator e Your Personal Directory is a directory that you can set up for your own calling needs You can include in it for example the names and numbers you call most frequently personal numbers such as for schools and doctors and job related numbers such as for other agents certain customers technicians that service equipment in your area and so on N
17. Hold CallCoordinator for Windows displays the message Call on Hold You can consult with the agent before completing the transfer If the target agent is busy with another call reconnect yourself with the caller by clicking on Cancel This option 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 the Complete pushbutton to complete the call transfer Note If you are transferring to an ACD group click on the Complete pushbutton immediately to complete the transfer that is right after clicking on Transfer 48 CallPath CallCoordinator for Windows User s Guide When a call is transferred CallCoordinator for Windows displays the following message at the bottom of the 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 f that name is in the currently selected directory otherwise the telephone number is displayed The second name Mike is the name of the agent transferring the call if the agent is in the currently selected directory otherwise the extension is given instead of the name Selecting Your Defaults You can simplify call and data transfers for yourself by setting a few defaults The following defaults are available for you to set e The type of data to transfer see Data Default for Transfers for more
18. Menu 2 2 2 ee 38 CCWin Dial Pad Window HAT Pull Down Menu 2 20004 40 CCWin Run HAT Window 2 e e ee 40 CCWin Notes Window 2 2 42 CCWin Notes Window aaa ee 45 CCWin Transfer Window 2 2 46 CCWin Transfer Window Data Pull Down Menu 200584 47 CCWin Transfer Window Directory Pull Down Menu 2 2 2 ee ee ee 50 CCWin Conference Window 2 2 a ee 53 CCWin Conference Window Data Pull Down Menu 2 20004 54 CCWin Conference Window Directory Pull Down Menu 208 57 CallCoordinator for Windows Main Window Call Log Pushbutton 60 CallCoordinator for Windows Main Window Features Pull down Menu 62 Enabling the Call Log 2 2 2 a 63 CCWin Call Log Window 2 2 a 64 Log Settings WindOW 1 aisa seeded eee ae Ee a ee ES Se Soa dee 67 Log Settings View Folder 2 2 2 a 68 Log Settings Sort Folder lt 040 4 ee Beware EA OA SE ee BY he ees 69 Log Settings Filter Folder 0 4 lt 2 es eee an ee RY AP ee EE g ee A 71 Call Log Filter Type Box 2 2 a 73 Call Log Filter Date Box 2 2 ee 74 Call Log Filter Time Box aoaaa a 75 Call Log Filter Party Box 2 2 ee 76 Call Log Filter Phone Number Box 1 2 2 a 77 Call Log Filter Notes Box 6 aaa a 78 Log Settings Overflow Folder 2 0 0 0 00 2 80 Copyright IBM Corp 1994 vii 46 47 48 49 50
19. User s Guide How to Create Your Personal Directory You can create a telephone directory for your own needs CallCoordinator for Windows considers it to be your Personal Directory In your Personal Directory you can include for example the names and numbers you call most frequently personal numbers such as for schools and doctors and job related numbers such as for other agents certain customers technicians that service equipment in your area and so on Once created your Personal Directory is easily maintained to reflect any changes and addi tions Your Personal Directory like the system directory gives you an easy way to dial calls and to locate extensions for call transfers and conference calls e When you want to call someone listed in your Personal Directory you can dial the number simply by double clicking on the name see How to Make Calls on page 35 for more information e When you want to transfer or conference a call you can use your Personal Directory to quickly locate the number if needed see Transferring Calls and Data on page 46 and Setting Up Three Way Conference Calls on page 53 for more information Do the following to open the Personal Directory 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 Figure 52 on
20. Windows displays the Filter folder as shown in Figure 38 Log Settings Unfiltered Columns Filtered Columns Filter gt gt Phone Number Type lt lt Unfilter Figure 38 Log Settings Filter Folder 2 Do the following to filter the Call Log data for sorting and viewing a Click on the column Date Party Phone Number Time Type or Notes you want to filter in the Unfiltered Columns box b Click on the Filter button to move the column into the Filtered Columns box You can include as many columns as you want but you can only filter one at a time If you change your mind highlight the column in the Filtered Columns box and click on the Unfilter button The column will reappear in the Unfiltered Columns box When the Filtered Columns box contains an entry the Edit Filter box becomes operational c Click on the column you want to filter in the Filtered Columns box d Click on Edit Filter CallCoordinator for Windows displays a filter window for the column you selected Chapter 4 Using the Call Log and Creating Your Personal Directory 71 The sections that follow describe how to filter the Date Party Phone Number Time Type and Notes columns Note Unlike the Sort setting you can use multiple Filter settings to refine the data you want as your output For example you can include three columns in the Filtered Columns box You can then filter each one separately When you close the Log Settings window
21. appears 2 Select the system directory you want from the File Name list box 3 Click on OK Default Transfer Number CallCoordinator for Windows keeps the last extension you entered in the Target Agent box If you always transfer to the same person or department that extension becomes in effect the default transfer number You do not have to enter the number again when you transfer calls or data 50 CallPath CallCoordinator for Windows User s Guide If your company has an ACD group you may want to use the extension of a department as the default transfer number Then when transferring a call with or without data you can add a comment that will be seen by the next available agent in that department This enables you to communicate with the other agent even though you cannot do it directly Default Host Session You can set one host session as your default It should be the session that you use when you transfer data Do the following to establish the default host session 1 Click on the Transfer pushbutton to open the CCWin Transfer window 2 Click on Defaults The Defaults pull down menu appears 3 Click on Host Session on the Defaults pull down menu The Host Session box appears 4 Select the session by scrolling through the list and clicking on the session you want Refreshing the Directories in the CCWin Transfer Window When you make changes to your Personal Directory which is done in the CCWin Personal Director
22. displays the associated text button and icon in gray You cannot select the feature Using the Notes Feature When you answer a call you can open the CallCoordinator for Windows note pad feature to take notes while talking to the caller You can continue taking notes after hanging up The notes that you enter are stored by CallCoordinator for Windows Do the following to record a note during a telephone call 1 Click on the Notes pushbutton The CCWin Notes window appears Figure 24 on page 45 shows the CCWin Notes window with a sample note 44 CallPath CallCoordinator for Windows User s Guide CCWin Notes 4781 Mr Jones is interested in the new product He will be able to make a decision one week from today Description Callback Figure 24 CCWin Notes Window As can be seen in Figure 24 the CCWin Notes window is associated with the line selected for the call The line number appears in the window title bar You can open up this window from each line that you are using 2 Enter your note in the Note box 3 Enter a brief identifier for it in the Description box 4 Click on Save CallCoordinator for Windows stores the note in the Call Log When you open the Call Log the Notes column displays the description Double click on the row to see the entire note You can edit the note after you open it in the Call Log you can add more information delete information and make any other edits Use the lt
23. incoming calls L LAN Local area network local area network LAN A data network located on the user s premises which uses serial transmission for direct data communications among devices such as workstations In a CallPath CallCoordinator for Windows installation the workstations Server s Archive and SwitchServer 2 all communicate over the LAN Host communications may also take place over the LAN O operating system Software that controls the execution of programs on a computer Operating System 2 OS 2 An advanced multitasking operating system with extensions for supporting host computer communications local area networks and 94 CallPath CallCoordinator for Windows User s Guide relational databases OS 2 has a CUA compliant graph ical user interface called Presentation Manager outbound call A telephone call that was originated by a party associated with the local switch and that is directed toward a remote party In this book it refers to calls made by agents in the call center OS 2 Operating System 2 P PBX Private branch exchange private branch exchange PBX A telephone switching system located on a call center s premises that transmits calls to and from the public telephone network Many PBXs provide advanced telephony and data communication features Q QuickKey A combination of keys such as Alt Q that provides a shortcut for executing a complex series of commands Quic
24. information in this manual and the way in which the information is presented To request additional publications or to ask questions or make comments about the functions of IBM products or systems you should talk to your IBM representative or to your IBM authorized remarketer When you send comments to IBM you grant IBM a nonexclusive right to use or distribute your comments in any way it believes appropriate without incurring any obligation to you If you are mailing a readers comment form RCF from a country other than the United States you can give the RCF to the local IBM branch office or IBM representative for postage paid mailing e If you prefer to send comments by mail use the RCF at the back of this book e If you prefer to send comments by FAX use this number United States and Canada 1 800 227 5088 e If you prefer to send comments electronically use this network ID IBM Mail Exchange USIB2HPD at IBMMAIL IBMLink CIBMORCF at RALVM13 Internet USIB2HPD VNET IBM COM Make sure to include the following in your note e Title and publication number of this book e Page number or topic to which your comment applies Help us help you CallPath CallCoordinator for Windows User s Guide Version 1 Publication No SC31 6254 01 We hope you find this publication useful readable and technically accurate but only you can tell us Your comments and suggestions will help us improve our technical publications Plea
25. of your screen This enables you to position it so that more of your regular screen is exposed Do the following to move the CallCoordinator for Windows main window 1 Move your mouse pointer to the title bar at the top of the window where it says CallCoordinator for Windows 2 Click and hold down the mouse button 3 Drag the window to the location you want and release the mouse button The window stays in this location until you move it again or restart CallCoordinator for Windows You can move any window in CallCoordinator for Windows using the steps just described Closing a Window in CallCoordinator for Windows You can close a window in CallCoordinator for Windows by using the Windows control menu box or the exit options in CallCoordinator for Windows Using the Windows Control Menu Box Windows in CallCoordinator for Windows can be closed by using the Windows control menu box in the upper left hand corner it is represented by the large dash Do the following to close a window using your mouse Double click on the control menu box to close the window Do the following to close a window using your keyboard 1 Press Alt Spacebar A pull down menu appears 2 Press C or AIt F4 to close the window 14 CallPath CallCoordinator for Windows User s Guide 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 CallC
26. page 88 shows the CCWin Personal Directory window with a sample entry Chapter 4 Using the Call Log and Creating Your Personal Directory 87 CCWin Personal Directory ea Actions Help ALBICT TET ej j fs bt b gt Ts First Name a Ree Phone Number Accounting Manager 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 down menu appears 2 Click on Update Personal Directory CallCoordinator for Windows displays the CCWin Personal Directory window 3 Enter the following information click on each box first e Last name in the Last Name box this field is mandatory e First name in the First Name box e Middle initial in the M I box 88 CallPath CallCoordinator for Windows User s Guide 4 e Phone number in the Phone Number box this field is mandatory the number entered must be complete and accurate You can use hyphens as separators between the area code exchange and extension e Description if any in the Description box this field is optional Use the lt Backspace or Del key if you need to correct an entry Click on Add or press Enter to add the entry The fields will clear you can add the next entry When you add an entry the initial letter of
27. sorted filtered or both Do the following to print the Call Log Click on the Print pushbutton CallCoordinator for Windows prints your Call Log view See your system administrator to find out which printer the log output is sent to Deleting a Call Log Entry You can delete a Call Log entry by using the Delete Call push button Do the following to delete a Call Log entry 1 Click on the row of the entry you want to delete 2 Click on the Delete Call pushbutton CallCoordinator for Windows asks if you want to delete the entry 3 Click on Yes to delete the entry CallCoordinator for Windows deletes the entry from your Call Log Chapter 4 Using the Call Log and Creating Your Personal Directory 85 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 to clear it Saving Your Call Log to a File You can copy your Call Log to a file by using the Save File pushbutton Do the following to save the Call Log to a file 1 Click on the Save File pushbutton The Save As box appears which asks for the name of the file 2 Enter the name and click on OK CallCoordinator for Windows copies your Call Log in ASCII format to the file you specified 86 CallPath CallCoordinator for Windows
28. the following to set your data default 1 Click on the Conference pushbutton to open the CCWin Conference window 2 Click on Defaults on the menu bar The Defaults pull down menu appears 3 Click on Data on the Defaults pull down menu 4 Do one of the following e Click on Update Target Host Screen or e Click on Send Host Screen Image If you do not have a need to send host data click on No Host Data to establish this option as your default Default Directory for Three Way Conference Calls You can set the system directory or Personal Directory as your default directory for setting up three way conference calls The directory you select should contain the names and extensions of the agents you work with as well as certain departments or groups in your company This enables you to quickly find an extension for an agent or department when you need to set up a three way conference call Do the following to set a default directory 1 Click on the Conference pushbutton to open the CCWin Conference window 2 Click on Directory on the CCWin Conference window menu bar The Directory pull down menu appears as shown in Figure 30 on page 57 56 CallPath CallCoordinator for Windows User s Guide CCWin Conference Actions MiGs Defaults Help Personal Personal Directory 2526 Select System Directory Update Personal comment with Bill Send Data Send Data Only Customer Customer ID T _tarea_ Figure 30 CCWin Conference Window
29. the three filters that you applied cumulatively filter the Call Log data After setting filters for the Call Log new entries that do not meet the filter criteria will not be displayed in it To return the Call Log to its original state you must unfilter the Call Log by clicking on the Unfilter button for the columns in the Filtered Columns box 72 CallPath CallCoordinator for Windows User s Guide Filtering the Type Column f you are filtering the Type column the Edit Filter box displays the Filter Type box see Figure 39 with the following call types e Incoming calls e Outgoing calls e Missed calls e Incoming and outgoing calls e Incoming and missed calls e Outgoing and missed calls Do the following to filter the Type column 1 Click on the type you want to filter and click on OK The type you select is for the calls that you want to see Filter Type Specify types of calls to display in the Call Log Outgoing calls Missed calls Incoming amp Outgoing calls Incoming amp Missed calls Outgoing amp Missed calls Figure 39 Call Log Filter Type Box CallCoordinator for Windows displays a message box with the following message Filter Criteria accepted for Type 2 Click on OK 3 Close the window using the Windows control menu Chapter 4 Using the Call Log and Creating Your Personal Directory 73 Filtering the Date Column f you are filtering the Date column the Edit Filter box displays the Filt
30. 1
31. 12 coordinated voice and data transfer 3 D data transferring 48 default data selecting 49 56 default directory selecting 50 56 default host session selecting 51 57 default transfer and conference number description of 50 57 selecting 50 57 dial pad description of 35 keeping open 36 using 35 directory CCWin Conference window using with 56 CCWin Dial Pad window using with 37 CCWin Transfer window using with 50 default transfer number using with 50 57 personal 2 87 refreshing 38 51 58 searching 36 CCWin Dial Pad window from 36 system 3 50 56 displaying CallCoordinator for Windows main window on inbound calls controlling 20 F Features pull down menu 61 H HAT Host Application Transaction file See Host Application Transaction HAT file help information from CallCoordinator for Windows 23 from system administrator 23 Host Application Transaction HAT file CCWin Run HAT window using 40 description of 5 39 selecting 40 intelligent answering 2 L LAN local area network 5 line selecting 26 local area network LAN 5 logging on to switch AT amp T DEFINITY Generic 3 switch 30 Northern Telecom Meridian 1 switch 31 Logon Logoff window AT amp T DEFINITY Generic 3 switch for 30 Northern Telecom Meridian 1 switch for 31 making calls CCWin Dial Pad window 35 CCWin Run HAT window 40 dial pad keeping open 36 dialing a number how to 35 directory selecting 37 38 HAT table selecting 5 39
32. 2 2 a 30 How to Indicate Your Activity Status 2 2 2 aa ee 32 How to Make Calls 2 2 a a a E a e a e a E oa AE a E a E 35 Di ling a Number 2 e daci a narn daa aihe eee he y oe be a a A a a es 35 Searching the DIrECtony puz etae ay ae ae aes dee a ae A ao eR ee e ace Ee a A aA 36 Keeping the Dial Pad Open 2 2 a 36 Selecting a Directory saai e ae u e a ea a A a E e a aa a E E a 37 Refreshing the Directories in the CCWin Dial Pad Window 2 2 a 38 Updating Entries in Your Personal Directory oaoa aaa a 39 Selecting a HAT Table for Making Outbound Calls ooa aaa a 39 Using Other Features after Dialing a Number aoaaa aa 20000 pee eee 41 Using the Notes Feature aaa a a 41 How to Answer GallS lt ai Sangis a e a ehh Re eee ee a aaeoa Gy Hot Aut Behe ude O want Ee ae EDA 43 Using Other Features after Answering a Call oaoa aaa a epee ee 44 Using the Notes Feature aoaaa aaa ee 44 How to Transfer Calls and Data ooa aa a 46 Transferring Galls and Data si moci eia at E at aa a e a a D E N p aE 46 Selecting Your Defaults 2 2 a 49 Refreshing the Directories in the CCWin Transfer Window aaao aa a a 51 Updating Entries in Your Personal Directory aoaaa a 51 How to Set Up Three Way Conference Calls o oo oaa aa a a 53 Setting Up Three Way Conference Calls o oo a aaa a 53 Selecting Your Defaults 2 2 ee 55 Refreshing the Directories in the CCWin Conference Window 58 Updatin
33. 2 17 16 moving 14 pull down menu using 11 12 pushbuttons 9 screen mode selecting 17 selections making using keyboard 12 using mouse 11 status messages 10 CCWin Conference window three way conference call setting up calls and data 54 calls only 53 comment transferring 54 default data selecting 56 default directory selecting 56 default host session selecting 57 default transfer number selecting 57 how to 53 transfer defaults selecting data 56 directory 56 host session 57 transfer number CCWin Dial Pad window dial pad keeping open 36 dialing a number 35 directory refreshing 38 directory searching 36 directory selecting 37 HAT table selecting 39 making calls 35 other features using 41 CCWin Notes window 42 CCWin Personal Directory window adding entries 88 removing entries 90 57 96 CallPath CallCoordinator for Windows User s Guide CCWin Personal Directory window continued updating entries 89 CCWin Transfer window calls transferring calls and data 47 calls only 48 comment 47 data only 46 48 default data selecting 49 default directory selecting 50 default host session selecting 51 default transfer number selecting 50 how to 46 defaults selecting data 49 directory 50 host session 51 transfer number 50 directory refreshing 51 Personal Directory entry updating 51 comment line 10 conference calls 53 See also three way conference calls setting up control key combinations
34. CallCoordinator 2 Quick Reference Card SC22 0079 e CallPath CallCoordinator 2 Server System Administrator s Guide SC22 0077 e CallPath CallCoordinator 2 Archive System Administrator s Guide SC22 0078 e CallPath CallCoordinator 2 Messages SC30 3620 xiv CallPath CallCoordinator for Windows User s Guide Chapter 1 Introducing CallCoordinator for Windows This chapter introduces the features available in IBM CallPath CallCoordinator for Windows which consist of its telephone capability Call Log and Personal Directory This chapter also lists some addi tional features that may be available to you such as intelligent answering if this product is customized for your business Finally this chapter describes how Host Application Transaction HAT files are used by your system administrator to provide the additional features Note In the remainder of this book references to IBM CallPath CallCoordinator for Windows are abbre viated to CallCoordinator for Windows What Is CallCoordinator for Windows CallCoordinator for Windows is a call management product that can help you handle customer calls more quickly and efficiently It provides a set of telephone features that you can use conveniently from your Windows based computer to make answer and transfer calls and to set up conference calls You can use these features with up to four lines on your telephone set CallCoordinator for Windows also pro vides a Call Log for t
35. CallPath CallCoordinator for Windows Serle User s Guide Version 1 CallPath CallCoordinator for Windows User s Guide Version 1 SC31 6254 01 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 Part Number 87G7210 IBM CallPath CallCoordinator 2 Server Part Number 03H3625 and IBM CallPath CallCoordinator 2 Archive Part Number 03H3626 and to all subsequent releases and modifications until otherwise indicated in new editions Order publications through your IBM representative or the IBM branch serving your locality Publications are not stocked at the address given below Forms for readers comments are provided at the back of this publication If the forms have been removed you may address your comments to IBM Corporation Information Development and Design Department E15 P O Box 12195 Research Triangle Park NC 27709 9990 U S A When you send information to IBM you grant IBM a nonexclusive right to use or distribute the information in any way it believes appropriate without incurring any obligation to you or restricting your use of it Copyright International Business Machines Corporation 1994 All rights reserved Note to U S Government Users Documentation related to r
36. D in the Agent ID entry box 5 Click on the appropriate activity button to indicate your status as follows e Ready to indicate that you are ready to receive calls e Not Ready to indicate that you are not ready to receive calls Chapter 3 Using the Telephone Features 33 When you click on one or the other CallCoordinator for Windows displays a message box as for example 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 activity status Note You can leave open the Activity window the entire time you are handling calls This enables you to quickly and easily change your status as needed by clicking on the appropriate activity button Indicating Activity Status to the ROLM 9751 Switch Do the following to indicate your activity status to the ROLM 9751 switch using CallCoordinator for Windows 1 Select the line from which you want to indicate your activity status if it is different from the currently selected line by clicking on the corresponding telephone icon 2 Click on Features on the CallCoordinator for Windows menu bar The Features pull down menu appears 3 Click on Agent Activity The Activity window appears as shown in Figure 17 Activity 34565 M y Unavailable Figure 17 Activity Window ROLM 9751 Switch 4 Click on the appropriate activity button to indicate your status as follows e Availab
37. F ON ee GOIN SO OO OP OT ON OO OO SO OI Go Ne OD Example of CallCoordinator for Windows Environment 04 5 CallCoordinator for Windows Group Window 2 2 a 7 CallCoordinator for Windows Main Window 2 2 2 a eee ee 8 Settings Pull Down Menu 2 2 a 16 CallCoordinator for Windows Screen Mode Icons Only 008 17 CallCoordinator for Windows Screen Mode lIcons with Text 4 18 CallCoordinator for Windows Screen Mode Buttons with Text 18 CallCoordinator for Windows Screen Settings Pull Down Menu 19 SetColor Window se cea hy ee hoe a we a ale ok a A Aa 21 CallCoordinator for Windows Main Window Currently Selected Line 26 CallCoordinator for Windows Main Window Pushbuttons 4 27 CallCoordinator for Windows Main Window Actions Pull Down Menu 29 Logon Logoff Window for the AT amp T DEFINITY Generic 3 Switch 2 2 30 Logon Logoff Window for the Northern Telecom Meridian 1 Switch 31 Activity Window AT amp T DEFINITY Generic 3 Switch 0 32 Activity Window Northern Telecom Meridian 1 Switch 33 Activity Window ROLM 9751 Switch 0 0 0 0 2 20000000202 eee 34 CCWin Dial Pad Window 1 d ar iaa e a a a A a A A a 35 CCWin Dial Pad Window Actions Pull Down Menu aaa 22 20004 37 CCWin Dial Pad Window Directory Pull Down
38. Hold Retrieve Calllog Notes q The Line is Idle 3456 The Line is Idle _ E gt The Line is Idle The Line is Idle _ Figure 31 CallCoordinator for Windows Main Window Call Log Pushbutton The CallCoordinator for Windows Call Log can be accessed from the pushbutton or from the Features pull down menu the Personal Directory can be accessed from the Features pull down menu and from the CCWin Dial Pad CCWin Transfer and CCWin Conference windows 60 CallPath CallCoordinator for Windows User s Guide Using the Pushbutton The Call Log pushbutton enables you to access the Call Log feature see Figure 31 just click on the pushbutton using your mouse Using the Features Pull Down Menu The Call Log and Personal Directory are available from the Features pull down menu on the CallCoordinator for Windows menu bar To open them from the Features pull down menu do the following Click on Features When selected Features displays a pull down menu of the following items see Figure 32 on page 62 Update Personal Directory Enables you to access the Personal Directory feature Note Pad Enables you to access the Note Pad feature Display Call Log Enables you to display the Call Log Enable Call Logging Enables you to activate or deactivate the Call Log feature Logon Logoff Enables you to log on or log off your telephone system switch Agent Activity Enables you to indicate your status to your tel
39. Send Host Screen Image to send a read only image of your screen to the other agent In this type of transfer the other agent can only view the data transmitted by you 54 CallPath CallCoordinator for Windows User s Guide Note You cannot enter a comment in the Comment for Target Agent box if you select the Send Host Screen Image option d Do the following to select the host session 1 Click on Defaults on the CCWin Conference window menu bar The Defaults pull down menu appears 2 Click on Host 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 5 Click on the Conference pushbutton Note When transferring data into a three way conference call the data is sent at this step even though the call has not been conferenced yet This step connects you to the other agent and the caller is placed on Hold CallCoordinator for Windows displays the message Call on Hold You can consult with the agent before connecting the caller If the other agent is busy with another call reconnect yourself with the caller by clicking on Cancel If this option is not available on your telephone system switch use your telephone to manually reconnect yourself to the caller 6 Click on Complete to complete the three way conference call CallCoordinator for Windows displays the message Call on Conference Selecting Your Defaults You can simplif
40. Solarev Trent Paula 718 555 1234 Buyer NLC Corg Washburn Cynthia 206 555 1234 Owner NewDes _ Figure 21 CCWin Dial Pad Window HAT Pull Down Menu 3 Click on Run HAT with Dial The CCWin Run HAT window appears as shown in Figure 22 a d Help Available HAT Hames COLLECT bill customer REORDER notify customer
41. ake any other edits Use the lt Backspace or Del key for making any corrections Adding Notes to the Call Log You can also add notes to Call Log entries that do not have notes For example if you could not take a note with the caller on the line or if you want to leave a reminder for yourself about any particular call you can add the note when you are ready Do the following to add a note 1 Click on the Call Log pushbutton on the CallCoordinator for Windows main window The CCWin Call Log window appears shown in Figure 34 on page 64 2 Double click on the row of the entry that you want to add the note for The CCWin Notes window appears Chapter 4 Using the Call Log and Creating Your Personal Directory 65 3 Enter your note in the Note box 4 Enter a brief identifier for it in the Description box 5 Click on Save 66 CallPath CallCoordinator for Windows User s Guide 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 with this information in a number of ways through its Settings feature Through this feature for example you can sort your Call Log data by the column of information that is of the most interest to you Do the following to access the Call Log settings feature 1 Click on the Call Log pushbutton on the CallCoordinator for Windows main window CallCoordinator for Windows displays the CCWin Call Lo
42. all Log information for example you can sort it print it delete it and more The following pushbuttons are available Settings Enables you to use the Call Log information in different ways Print Enables you to print the Call Log Delete Call Enables you to delete a Call Log entry Clear Log Enables you to clear the contents of the Call Log Save File Enables you to save the Call Log to a file Opening Notes in the Call Log You can take notes while on a call using the CallCoordinator for Windows Notes feature You can take notes after answering or making a call and after completing a call You enter the notes in the CCWin Notes window and provide a short description to serve as an identifier For instructions on taking notes see Adding Notes to the Call Log Each note that you take for a call is stored with the other Call Log information Any notes that you have taken about a call can be opened in the Call Log Do the following to open a note in the Call Log 1 Click on the Call Log pushbutton on the CallCoordinator for Windows main window The CCWin Call Log window appears shown in Figure 34 on page 64 2 Double click on the row of the entry that you want to open the note for Look in the Notes column in the CCWin Call Log window to locate the description for the note The CCWin Notes window appears displaying the note Once the note is opened you can edit it You can add more information delete information and m
43. at you want to automatically receive the next call when you disconnect from the previous one 32 CallPath CallCoordinator for Windows User s Guide e After Call Work to indicate that you are still working on the previous call e 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 for example Manual In Successful 6 Click on OK to remove the message box The checkmark moves to the selected button for example Manual In to indicate your current activity status Note You can leave open the Activity window the entire time you are handling calls This enables you to quickly and easily change your status as needed by clicking on the appropriate activity button Indicating Activity Status to the Northern Telecom Meridian 1 Switch Do the following to indicate your activity status to the Northern Telecom Meridian 1 switch using CallCoordinator for Windows 1 Select the line from which you want to indicate your activity status if it is different from the currently selected line by clicking on the corresponding telephone icon 2 Click on Features on the CallCoordinator for Windows menu bar The Features pull down menu appears 3 Click on Agent Activity The Activity window appears as shown in Figure 16 Activity 34569 B Help sd Figure 16 Activity Window Northern Telecom Meridian 1 Switch 4 Enter your I
44. atus indicating 34 system administrator HAT file implementing 6 39 help getting 23 intelligent answering implementing 2 system directory implementing 3 system directory description of 3 37 searching 36 CCWin Dial Pad window from 36 selecting 37 50 57 system messages displaying 16 T telephone features 28 accessing menu bar using 28 61 pushbuttons using 28 61 overview 1 three way conference calls setting up calls and data transferring 53 calls only transferring 53 CCWin Conference window description of 53 comment transferring 54 defaults selecting data 56 directory 56 host session 57 transfer number 57 directory refreshing 58 how to 53 Personal Directory entry updating 39 58 transferring calls calls and data 47 calls only 46 CCWin Transfer window description of 46 comment 47 data only 46 98 CallPath CallCoordinator for Windows User s Guide Communicating Your Comments to IBM CallPath CallCoordinator for Windows User s Guide Version 1 Publication No SC31 6254 01 If you especially like or dislike anything about this book please use one of the methods listed below to send your comments to IBM Whichever method you choose make sure you send your name address and telephone number if you would like a reply Feel free to comment on specific errors or omissions accuracy organization subject matter or completeness of this book However the comments you send should pertain to only the
45. called party s name Phone Number Duration and Notes You can exclude one or more of these columns from your view of the Call Log at minimum one column must remain For example you may only be interested in a Call Log view that displays the Date Time Party and Notes Do the following to set the view 1 Click on the View tab from the Log Settings window CallCoordinator for Windows displays the View folder as shown in Figure 36 Log Settings Included Columns Excluded Columns Phone Number Time Type Figure 36 Log Settings View Folder 2 Do the following to specify the view a Define the call information you do not want if any by clicking on the column Date Duration Party Phone Number Time Type or Notes in the Included Columns box b Click on the Exclude button to move the highlighted column to the Excluded Columns box The columns remaining in the Included Columns box are the ones that you will see when you open the Call Log window c Repeat these steps for each column you do not want if any If you change your mind highlight the column in the Excluded Columns box and click on the Include button It will reappear in the Included Columns box 3 Close the window using the Windows control menu to save the view 68 CallPath CallCoordinator for Windows User s Guide Sorting the Call Log The Sort setting enables you to sort your Call Log data You can sort it by column for examp
46. can instruct CallCoordinator for Windows to access your business database locate the caller s account and display the account data on your screen A similar capability can be provided for outbound calling when you dial a number the HAT file can execute instructions to display the account data of the party you are calling The data is in front of you before the customer answers your call HAT files are made up of tables that contain different types of instructions for CallCoordinator for Windows When CallCoordinator for Windows was installed for you your system administrator specified what HAT tables are available for your use You can if applicable select the HAT table designed for outbound calls Chapter 3 Using the Telephone Features 39 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 CCWin Dial Pad Actions Directory Sahi Help Dial Prefix L Run HAT with Dial Searci v Do not run HAT with Dial Carter David 405 555 1234 Pres Emerald Ti Greene Ellen 201 555 1234 Owner Greene Jarman Ben 405 555 2234 Purchasing Mgr Lyman Jerry 908 555 1234 Buyer City Trani Pillmann William 202 555 1234 Pillman and Son Randall Steve 404 555 1234 Owner Camera Smith Dorothy 919 555 1234 Partner Eckert Solarev Ivan 617 555 1234 Owner
47. ck on OK to remove the message box When you are ready to log off access this window again and click on Logoff Chapter 3 Using the Telephone Features 31 How to Indicate Your Activity Status Through CallCoordinator for Windows you can indicate when you are ready to receive calls when you are 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 an AT amp T DEFINITY Generic 3 Northern Telecom Meridian 1 or ROLM 9751 switch Indicating Activity Status to the AT amp T DEFINITY Generic 3 Switch Do the following to indicate your activity status to the AT amp T DEFINITY Generic 3 switch using CallCoordinator for Windows 1 Select the line from which you want to indicate your activity status if it is different from the currently selected line by clicking on the corresponding telephone icon 2 Click on Features on the CallCoordinator for Windows menu bar The Features pull down menu appears 3 Click on Agent Activity The Activity window appears as shown in Figure 15 sActivity 34565 Help sd After Call Work vi Auxiliary Work Figure 15 Activity Window AT amp T DEFINITY Generic 3 Switch 4 Enter your ID in the Pool entry box 5 Click on the appropriate activity button to indicate your status as follows e Manual In to indicate that you are ready to receive the next call e Auto In to indicate th
48. cribed in CallPath CallCoordinator for Windows System Administrator s Guide To start CallCoordinator for Windows do the following 1 Start your Windows session 2 Click on the CallCoordinator for Windows icon in the Program Manager window or press the Ctrl Tab key combination to select the icon and press Enter The CallCoordinator for Windows group window appears as shown in Figure 2 CallCoordinator tor Yfindows Se Cwn System HAT Facility Configuration Figure 2 CallCoordinator for Windows Group Window 3 Double click on CCWin System or using the arrow keys move to the icon and press Enter The CallCoordinator for Windows main window appears as shown in Figure 3 on page 8 Figure 3 on page 8 shows CallCoordinator for Windows configured with four lines Copyright IBM Corp 1994 7 CallCoordinator for Windows Actions Features Settings Help Dial Answer Hang Up Transter Conference Hold Retrieve Calllog Notes f The Line is Idle 3456 The Line is Idle E The Line is Idle _ The Line is Idle _ E 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 the instructions for using all of the telephone features in CallCoordinator for Windows Chapter 4 Using the Call Log and Creati
49. ctions Pull Down Menu The same telephone features are available from the Actions pull down menu on the CallCoordinator for Windows menu bar To open the Actions pull down menu do the following Click on Actions When selected Actions displays a pull down menu of the following telephone features see Figure 12 on page 29 Dial Enables you to make a call Answer Enables you to answer a call Hang Up Enables you to disconnect a call Transfer Enables you to transfer a call Conference Enables you to set up a three way conference call Hold Enables you to place a call on Hold Retrieve Enables you to reconnect to a call on Hold The Actions pull down menu also includes an exit option as follows Exit Enables you to exit CallCoordinator for Windows 28 CallPath CallCoordinator for Windows User s Guide CallCoordinator for Windows etnitiem Features Settings Help Dial Ctrl D Answer Hang Up onterence Hold Retrieve Calllog Notes Transfer Ctrl4 T Conference Ctrl C Hold Ctrl 0 Retrieve Ctrl R The Line is Idle E5 The Line is Idle E5 Figure 12 CallCoordinator for Windows Main Window Actions Pull Down Menu The telephone features work the same way whether you access them from this menu or from the push buttons Instructions on using them are presented in this chapter for use with your mouse If you prefer to use your keyboard see Making Selections Using Your Keyboard on page 12 for instructions
50. d Refreshing the Directories in the CCWin Conference Window on page 58 for instructions Displaying Entries Do the following to display entries in your Personal Directory 1 Click on Features on the CallCoordinator for Windows menu bar The Features pull down menu appears Click on Update Personal Directory CallCoordinator for Windows displays the CCWin Personal Directory window Click on the letter in the row of letters below the menu bar corresponding to the first letter of the last name of the entries you want to display For example to see all the entries beginning with the letter G click on G CallCoordinator for Windows displays the entries beginning with that letter a To locate a specific entry scroll through the list using the scroll arrows 90 CallPath CallCoordinator for Windows User s Guide To update or remove an entry click on the entry The entry appears in the CCWin Personal Directory window where it can be updated or removed To exit the list of entries click on Cancel The CCWin Personal Directory window appears Chapter 4 Using the Call Log and Creating Your Personal Directory 91 92 CallPath CallCoordinator for Windows User s Guide Glossary This glossary defines all terms and abbreviations used in this publication that may be new or unfamiliar as well as previously defined terms that you may want to look up The terms are defined as they apply to telephony Th
51. d click on it The table name that you select appears in the Currently Selected HAT box 5 Click on OK The next time you access this window the name of the last table you selected appears in the Currently Selected HAT box The HAT table that you select performs the function that your system administrator intended for outbound calling The HAT table remains in effect until you change it using the steps just described To stop using a HAT table when making calls do the following 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 see Figure 21 on page 40 3 Click on Do not run HAT with Dial This selection stops the HAT table from running when making outbound calls Using Other Features after Dialing a Number After you make a call you can also use the following features from the CallCoordinator for Windows main window Hang Up Click on Hang Up to hang up your telephone Transfer Click on Transfer to transfer a call Conference Click on Conference to set up a three way conference call Hold Click on Hold to place a caller on Hold Retrieve Click on Retrieve to reconnect to a caller on Hold Notes Click on Notes to use the note pad feature In the event a telephone feature is not available because your telephone system does not support it CallCoordinator for Windows displays the associated text button and icon in gray You canno
52. d clients over the telephone Typical users of CallCoordinator for Windows include agents who handle billing order and claim inquiries as well as catalog sales personnel insurance and brokerage professionals medical office personnel and so on Note The term agent is used generically in this book to refer to any user of this product Copyright IBM Corp 1994 xi How to Use This Book This book describes how to use the CallCoordinator for Windows telephone Call Log and Personal Directory features How This Book is Organized This book has the following chapters e Chapter 1 Introducing CallCoordinator for Windows briefly describes CallCoordinator for Windows e Chapter 2 Getting Started explains what you should know about CallCoordinator for Windows before using it e Chapter 3 Using the Telephone Features describes how to use the CallCoordinator for Windows telephone features e Chapter 4 Using the Call Log and Creating Your Personal Directory describes how to use the Call Log and Personal Directory features Highlighting Conventions The following highlighting conventions are used in this book Bold Identifies the following types of information e Commands e Filenames e Directory names e Information that you should type as shown e Keys that you should press Bold Italic Identifies new terms defined in the text and in the glossary Monospace Identifies output examples
53. dows Environment CallCoordinator for Windows Environment As shown in Figure 1 CallCoordinator for Windows runs on personal computers connected to a local area network LAN e The telephone system switch provides the call processing functions for your telephone CallCoordinator for Windows enables you to use those functions from your computer The telephone system switch can also provide information about each caller such as the caller s telephone number that calls your business CallCoordinator for Windows can use that information as a key in finding the caller s account data in your business database e The business database has the programs and data your customers account information that your business uses e The LAN provides the means to pass data between you and the business database and you and the other agents Host Application Transaction Files Host Application Transaction HAT files are special files developed by your system administrator to customize CallCoordinator for Windows for your business They are the means by which your system administrator can implement the additional CallCoordinator for Windows features such as intelligent answering coordinated voice and data transfer and QuickKeys HAT files which are made up of HAT tables contain the instructions that direct CallCoordinator for Windows to provide these additional features Chapter 1 Introducing CallCoordinator for Windows 5 For example your syst
54. e it if for example the caller calls from a different location than usual such as from a 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 into the three way conference call Go on to Step 5 4 Optionally to send host data for the three way conference call do the following a Click on Defaults on the CCWin Conference window menu bar The Defaults pull down menu appears b Click on Data on the Defaults pull down menu The Data pull down menu appears as shown in Figure 29 CCWin Conference gt Actions Directory WIA CILE No Host Data Data Update Target Host Screen Host T a a Send Host Screen ae a Agen with Bill Send Data Send Data Oniy Customer ID ID ms E a Figure 29 CCWin Conference Window Data Pull Down Menu c Do one of the following e Click on Update Target Host Screen to set the other agent s screen to the same screen you are looking at Once the other agent has the new screen on their computer the other agent can make changes to the data in it Depending on how your system administrator implemented HAT files the screen set for the other agent may for example be the first application screen or the last one that you worked on In either case the other agent can resume working with the caller s data after the transfer e Click on
55. ed 64 disabling 64 displaying 63 enabling 63 entry deleting 85 filter setting date column 74 how to 71 notes column 78 party column 76 phone number column 77 time column 75 type column 73 Copyright IBM Corp 1994 Call Log continued notes adding 65 notes opening 65 opening 64 overflow threshold setting 80 printing 85 saving 86 settings specifying filter 71 overflow 80 sort 69 toolbar 82 view 68 sorting 69 toolbar setting how to 82 icons and text 83 icons only 84 no toolbar 83 text only 84 view setting 68 view sort and filter using together 79 CallCoordinator for Windows description of 1 exiting using CallCoordinator for Windows 24 using Windows 24 features Call Log 2 coordinated voice and data transfer 3 intelligent answering 2 Note Pad 2 Personal Directory 2 QuickKeys 3 system directories access to 3 telephone 1 help getting 23 Host Application Transaction files using 5 main window comment line 10 displaying on inbound calls controlling 20 menu bar 9 27 28 60 moving 14 pushbuttons 9 28 61 screen mode selecting 17 status messages 10 95 CallCoordinator for Windows continued operation 5 pull down menu using screen mode selecting selections making 11 starting 7 system messages displaying windows closing 14 windows managing 14 CallCoordinator for Windows main window comment line 10 displaying on inbound calls controlling 20 help getting 23 menu bar 9 11 1
56. em administrator can create a HAT table to provide the intelligent answering feature for you The HAT table instructs CallCoordinator for Windows to do the following when your telephone rings e Access your business database e Locate the callers account data there e Display the account data on your screen The HAT table contains the instructions that CallCoordinator for Windows follows to do all of this including processing the caller information provided by your telephone system switch Typically the switch provides the caller s telephone number You can have this feature on each line available to you up to four Your system administrator can also create a HAT table to give you a feature similar to intelligent answering but which activates when you make outbound calls For example when you dial a customer s number CallCoordinator for Windows by executing the instructions in the table can display the customer s account data on your screen at the same time It is in front of you before the customer answers your call QuickKeys are also created as tables in a HAT file 6 CallPath CallCoordinator for Windows User s Guide Chapter 2 Getting Started This chapter describes what you should know about CallCoordinator for Windows before you begin to use it How to Start CallCoordinator for Windows CallCoordinator for Windows is already installed on your computer by your system administrator The installation process is des
57. ephone system switch Note The last two menu items appear only if you have certain telephone system switches See How to Log on to Your Switch on page 30 and How to Indicate Your Activity Status on page 32 for more information Chapter 4 Using the Call Log and Creating Your Personal Directory 61 CallCoordinator for Windows Actions REGES Settings Help Far Update Personal Directory E Ans Display Call Log g T Enable Call Logging Logon Logoft Ctrl L g T Agent Activity Ctrl G g ty The Line is Idle _ The Line is Idle _ E5 Figure 32 CallCoordinator for Windows Main Window Features Pull down Menu Instructions for using the Call Log and Personal Directory features are presented in this chapter for use with your mouse If you prefer to use your keyboard see Making Selections Using Your Keyboard on page 12 62 CallPath CallCoordinator for Windows User s Guide How to Use the Call Log The CallCoordinator for Windows Call Log feature automatically collects logs data about each call you receive make and even miss It records the date and time of the call the called or calling party the phone number the call duration and any notes you made about the call All of this data makes up your Call Log When you open it CallCoordinator for Windows presents a view of this data which is com posed of seven columns date time party and so on You can tailor your vie
58. er Date 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 e Double click on each box to highlight it then enter the month day or year or e Double click on each box to highlight it then use the spin buttons to set the month day and year 3 Click on OK Filter Date Enter Date mm dd yy Figure 40 Call Log Filter Date Box CallCoordinator for Windows displays a message box with the following message Filter Criteria accepted for Date 4 Click on OK 5 Close the window using the Windows control menu This filter enables you to filter through all entries that are recorded before or after the date you specify 74 CallPath CallCoordinator for Windows User s Guide Filtering the Time Column lf you are filtering the Time column the Edit Filter box displays the Filter Time 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 e Double click on each box to highlight it then enter the hour or minute and seconds if you need to or e Double click on each box to highlight it then use the spin buttons to set the hour or minute and seconds if you need to 3 Click on AM or PM 4 Click on OK Filter Time Enter Time hh mm ss Figure 41 Call Log Filter Time Box CallCoordinator for Windows displays a message box w
59. er states are as follows e Gray represents the Idle state e Green represents the Active state e A red light represents the Held state the telephone icon is gray You can change these colors which are defaults in CallCoordinator for Windows to those that you prefer to represent Idle Ringing Active and Held The colors that you select apply to each line that you have For example if you have four lines all the icons will be one color when the lines are idle Do the following to set the colors for the telephone icons 1 Click on Settings on the CallCoordinator for Windows main window menu bar or press Alt S The Settings pull down menu appears 2 Click on Colors or press C CallCoordinator for Windows displays the Set Color window as shown in Figure 9 Set Color ODBEOUDUDOREORee DECEHO0OOCOC QCOER AHAAA DERC OIETATACCEEN Figure 9 Set Color Window Chapter 2 Getting Started 21 This window shows four telephone icons and a color palette Next to the four icons are the available activity states for example Idle that you can color code 3 Click on the activity state icon that you want to set a color for for instance Idle 4 Click on one of the colors from the color palette The icon turns to that color 5 Click on OK For example if you selected a blue color for the Idle state your telephone icons on the CallCoordinator for Windows main window will be blue when your telephone is not being used CallCo
60. estricted rights Use duplication or disclosure is subject to restrictions set forth in GSA ADP Schedule Contract with IBM Corp Contents Notices 0 4850 6445 246 arei bSO2 4 6 Me te ete ee bh ele weds ead bag ix Trademarks and Service Marks 2 2 1 a ix About This Book o oh gc 46 4464 4 alee bone Yee RPV AS POS ee ee bk xi Who Should Use This Book 2 0 see ee eR AOE ee Ew Ree wo xi How to Use This Book 2 xii How This Book is Organized 2 2 a xii Highlighting Conventions 2 1 ee xii What s New in This Book 2 2 anaoa nAg a teda ias po dAn aa a ar a Gau a D d 5 xiii Where to Find More Information ooo aa a xiv Chapter 1 Introducing CallCoordinator for Windows aaa aa aa 1 What Is CallCoordinator for Windows oaoa aaa a 1 CallCoordinator for Windows Features aooaa aaa 1 Customized CallCoordinator for Windows Features aoaaa 2 a 2 How CallCoordinator for Windows Works 2 2 a 5 Chapter 2 Getting Started llaa aa Biden Bel a 7 How to Start CallCoordinator for Windows 2 2 7 CallCoordinator for Windows Main Window 2 2 a 9 Pushbuttons i ia aod e Ae EE he ee OP a i ee A ee i eg es 9 Menu Balt acsi 2 4 fe amp aed eke ee ee ee ee Boece ele hh S ees es 9 Status Messages o c5 4 ee Bt Se ble Beet tle es pale ee ee Sa 10 Comments Lines iiaee a Gea te See a pce ln Ge Bel dhe PRAY Shwe ee BES 10 Making Selections in CallCoordinator for Windows 2 2
61. esume working with the caller s data after the transfer e Click on Send 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 by you Note You cannot enter a comment in the Comment for Target Agent box if you select the Send Host Screen Image option d Do the following to select the host session 1 Click on Defaults on the CCWin Transfer window menu bar The Defaults pull down menu appears 2 Click on Host 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 click on the Send Data Only pushbutton 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 is useful in situations where the target agent already has data on the screen 5 Click on the Transfer 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 click on Transfer This step connects you to the target agent and the caller is placed on
62. etting the Colors for the Telephone Icons on page 21 for instructions Chapter 2 Getting Started 9 e 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 in to you on line 3456 CallCoordinator for Windows displays either the name of the caller Call from Summers Frank or the incoming number Call from 2015551234 next to the icon When there is no telephone activity for line 3456 CallCoordinator for Windows displays The Line is Idle 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 rings which is the default color for representing an incoming call and is animated to indicate it is ringing 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 selected line For more information abou
63. formation about transferring a comment using the CCWin Conference window 10 CallPath CallCoordinator for Windows User s Guide 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 radio buttons tabs and checkboxes In general do the following to make a selection from a CallCoordinator for Windows window Move the mouse pointer to the selection and press the left mouse button once Opening a Pull Down Menu Pull down menus are selected from CallCoordinator for Windows menu bars To open a pull down menu do the following Click on the selection you want on the menu bar The pull down menu appears If the pull down menu is not the one you want just click on it again to cancel it and choose the one you want Selecting from a Pull Down Menu To select items from a pull down menu do the following 1 Open the pull down menu by clicking on it on the menu bar The pull down menu appears 2 Click on the selection you want Using Windows Pushbuttons CallCoordinator for Windows also uses the basic Windows push buttons OK Cancel and Help OK Used in place of the Enter key Cancel Used to cancel current entries or changes and return to the previous window Help Used to get Help information To use any of these pushbutto
64. g 1 Click on Features on the CallCoordinator for Windows menu bar The Features pull down menu appears Click on Update Personal Directory CallCoordinator for Windows displays the CCWin Personal Directory window Click on the letter in the row of letters below the menu bar corresponding to the first letter of the last name of the entry to be deleted Use the scroll arrow to display the remaining letters if neces sary For example to locate an entry beginning with the letter G click on G CallCoordinator for Windows displays the entries beginning with that letter Click on the entry that you want to remove Use the scroll arrows to scroll through the list if neces sary CallCoordinator for Windows displays the entry Click on Remove CallCoordinator for Windows displays a message box with the following message Do you wish to remove this entry from the directory Click on Yes to delete it If you change your mind about deleting this entry click on No and then click on Cancel The entry will be cleared from this window but not from your Personal Directory Refreshing the Personal Directory Whenever you modify the Personal Directory through additions deletions and updates you need to refresh the Personal Directory in the three windows where you use it See Refreshing the Directories in the CCWin Dial Pad Window on page 38 Refreshing the Directories in the CCWin Transfer Window on page 51 an
65. g Entries in Your Personal Directory 00 2002002004 58 Chapter 4 Using the Call Log and Creating Your Personal Directory 59 Accessing the Call Log and Personal Directory Features 2005 60 Using the Pushbutton e motea watia aeg A e ee 61 Using the Features Pull Down Menus 2 2 a 61 How to Use the Call Log 2 2 2 a 63 Enabling the Call Log aoaaa 63 Op ning the Cal Logi dsd os gatge ee sen we ke i aa we ee Ee a a i ai 64 Opening Notes in the Call Log oaoa aa a 65 Adding Notes to the Call Log o oo aaa a 65 Managing the Call Log Information Settings Feature ooo aa a a 67 Using the View Sort and Filter Settings Together o oo aa a 79 Controlling Your Call Log zir amari e beeen eae ee ea ee Gee Ge a 85 How to Create Your Personal Directory 0 00 ee 87 Adding an Entry Amien 2 ac8 Ses bea HO ha anit re SO ele ko ee ety 88 Updating aniEnthy 2 24 44 ase ee BEEK Seon Ge OEE De es oe ee 2 be 89 Removingian Entry a esa 3 be Coe et eS ee fi Oe Sk a eee 90 Refreshing the Personal Directory 2 2 2 a 90 Displaying Entries s a p 3 esd ee bo ee ee done Re ee ed 90 Glossary feces ean 6 we Gea Ae BA ee ae SO ae ee end ee eS eA 93 v CallPath CallCoordinator for Windows User s Guide Contents Vv vi CallPath CallCoordinator for Windows User s Guide Figures OO OV OO RRRARRRWWWWWWWWWAWONNNNNNANNNNABHABBBBsain a GU PO N E O 1000 O
66. g window 2 Click on the Settings pushbutton CallCoordinator for Windows displays the Log Settings window arranged as a series of folders with labeled tabs see Figure 35 Log Settings Included Columns Excluded Columns Phone Number Time Type Figure 35 Log Settings Window 3 You can select one of the following settings View to specify which columns of Call Log information you want displayed in your Call Log window see Setting the View on page 68 for instructions Sort to sort the Call Log information by column in ascending or descending order see Sorting the Call Log on page 69 for instructions Filter to display only certain Call Log information see Setting the Filter on page 71 for instructions Overflow to send Call Log entries that exceed a pre specified limit to a file see Setting the Overflow on page 80 for instructions Toolbar to specify whether the toolbar in the CCWin Call Log window shows text only icons only text and icons or to specify no toolbar at all see Setting the Toolbar on page 82 for instructions Chapter 4 Using the Call Log and Creating Your Personal Directory 67 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
67. h and How to Indicate Your Activity Status on page 32 describes how to indicate your status e How to Make Calls on page 35 describes how to make telephone calls using the Dial feature e How to Answer Calls on page 43 describes how to answer telephone calls using the Answer feature e How to Transfer Calls and Data on page 46 describes how to transfer telephone calls and data using the Transfer feature e How to Set Up Three Way Conference Calls on page 53 describes how to set up three way confer ence calls using the Conference feature Note This chapter explains how to use each telephone feature using your mouse If you want to use your keyboard see Making Selections Using Your Keyboard on page 12 for instructions Copyright IBM Corp 1994 25 How to Select a Line Your system administrator may have configured your CallCoordinator for Windows computer with multiple lines 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 CallCoordinator for Windows ns Features Settings Help Answer Hang Up Transfer Conference Hold Retrieve Calllog Notes f B The Line is Idle 3456 The Line is Idle E5 The Line is Idle The Line is Idle Figure 10 CallCoordinator for Windows Main Window Currently Selected Line If you have more than one line do the following t
68. ice Marks The following terms denoted by an asterisk in this publication are trademarks or service marks of the IBM Corporation in the United States or other countries CallCoordinator 2 CallPath CallCoordinator IBM The following terms denoted by double asterisks in this publication are trademarks of other compa nies Trademark Owned By AT amp T American Telephone and Telegraph Company DEFINITY American Telephone and Telegraph Company Meridian 1 Northern Telecom Ltd Microsoft Microsoft Corporation ROLM ROLM Systems Windows Microsoft Corporation Copyright IBM Corp 1994 ix X CallPath CallCoordinator for Windows User s Guide 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 describes how to use the Call Log and Personal Directory features in CallCoordinator for Windows Note In the remainder of this book references to IBM CallPath CallCoordinator for Windows are abbre viated to CallCoordinator for Windows CallCoordinator for Windows runs under the Microsoft Windows 3 1 operating system To use CallCoordinator for Windows you should know how to work in the Windows environment If you are not familiar with Windows read the appropriate Windows documentation Who Should Use This Book This book is for anyone who works with customers an
69. ick on the entry that you want to update Use the scroll arrows to scroll through the list if neces sary CallCoordinator for Windows displays the entry Move to the appropriate box Make your changes using the lt Backspace or Del key to delete any characters and enter any new ones Click on Update or press Enter If you change your mind about updating this entry click on Cancel The entry will be cleared from this window but not from your Personal Directory In addition to updating you can also add and remove Personal Directory entries from the CCWin Confer ence window See How to Create Your Personal Directory on page 87 for complete instructions on creating and maintaining your Personal Directory 58 CallPath CallCoordinator for Windows User s Guide Chapter 4 Using the Call Log and Creating Your Personal Directory This chapter describes how to use the Call Log and how to create and maintain your Personal Directory It is organized as follows e Accessing the Call Log and Personal Directory Features on page 60 describes how to access these features from the pushbuttons and menu bar on the CallCoordinator for Windows main window e How to Use the Call Log on page 63 describes how to use the Call Log feature e How to Create Your Personal Directory on page 87 describes how to create and maintain your Personal Directory Note This chapter explains how to use these features using you
70. including the following e Defaults e Messages from the system e Specific data values e Text displayed in windows xii CallPath CallCoordinator for Windows User s Guide What s New in This Book CallCoordinator for Windows Version 1 0 2 has new features The following are described in this book Multiline capability which enables CallCoordinator for Windows to work with up to four lines on a telephone set Directory search capability which enables alphabetical searches of directory information Switch logon and logoff capability which enables agents to log on and log off supported switches Agent status indication capability which enables agents to indicate their status for example Ready Target screen popup which enables agents to accept or decline incoming data transfers About This Book xiii 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 CallPath CallCoordinator 2 Server and other IBM CallCoordinator 2 products see the following publications e CallPath CallCoordinator for OS 2 and Windows General Information GC22 0074 e CallPath CallCoordinator 2 System Administrator s Guide SC22 0076 e CallPath CallCoordinator 2 User s Guide SC22 0075 e CallPath
71. indows can automatically retrieve the caller s account data from your business database and instantly display it in your window even before you answer the call This is called intelligent answering You do not have to ask 2 CallPath CallCoordinator for Windows User s Guide for an account number or the spelling of aname You simply press the Answer pushbutton to answer the 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 system administrator customized CallCoordinator for Windows to provide this capability For example if you have access to four lines account data can be displayed for the call on each line Check with your system administrator about your setup Similarly CallCoordinator for Windows can automatically display a customer s account data when you dial the customer s number This enables you to have the data in your window immediately for every out bound customer call you make See Selecting a HAT Table for Making Outbound Calls on page 39 for more information about this capability Check with your system administrator to see if intelligent answering is implemented in your business Coordinated Voice and Data Transfer When you transfer a call to another agent you can cause the customer s account data displayed on your screen to appear on the other agent s screen The data that the other agent receives is a read only form of it
72. information e A default telephone directory see Default Directory for Transfers on page 50 for more information e A default transfer number see Default Transfer Number on page 50 for more information e A default host session see Default Host Session on page 51 for more information Note When you exit CallCoordinator for Windows any defaults that you set are lost To use them again you must reset them Data Default for Transfers You can select either of the following data options as your default e Update Target Host Screen which causes the target agent s screen to be the same as yours when you initiate the transfer the other agent can update the data with this option thus enabling the agent to take over the transaction with the caller or e Send Host Screen Image which will display a copy of your current host screen on the target agent s screen when you initiate the transfer with this option however the other agent can only view the data If you regularly or only send one type of data you can establish it as your default and avoid having to specify it each time you transfer data Do the following to set your data default 1 Click on the Transfer pushbutton to open the CCWin Transfer window 2 Click on Defaults on the menu bar The Defaults pull down menu appears 3 Click on Data on the Defaults pull down menu 4 Do one of the following e Click on Update Target Host Screen or e Click on Send H
73. ing Windows Pushbuttons To use the basic Windows pushbuttons OK Cancel and Help do the following e Use the Tab key to move to the pushbutton e Press Enter Making Selections Using Control Key Combinations You can use control key combi nations to select telephone features dial answer hang up transfer conference hold and retrieve directly from the CallCoordinator for Windows main window For example to display the CCWin Dial Pad window from the main window just press Ctrl D You can also access the Notes feature in CallCoordinator for Windows by pressing Ctrl N To see the valid control key combinations in CallCoordinator for Windows open the Actions pull down menu Control key combinations are formed by simultaneously pressing the Ctrl key and the letter key indicated by the underlined letter on the Actions pull down menu 12 CallPath CallCoordinator for Windows User s Guide 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
74. is glossary includes terms and definitions from the Dictionary of Computing SC20 1699 The following cross references are used in this glossary Contrast with This refers to a term that has an opposed or substantively different meaning See This refers the reader to multiple word terms in which this term appears See also This refers the reader to terms that have a related but not synonymous meaning Synonym for This indicates that the term has the same meaning as a preferred term which is defined in the glossary Acronyms are defined under their expanded form A ACD Automatic call distribution ACD group A set of service representatives assigned to process incoming calls directed to the same dialed number The ACD feature of the switch routes an incoming call to a member of the ACD group based on such factors as availability of the member and length of time since the member last completed an incoming call Agent A call center employee whose job it is to handle incoming and outgoing telephone calls ANI Automatic number identification application The use to which an information proc essing system is put for example a payroll application an airline reservation a network application automatic call distribution ACD A PBX feature that allows incoming calls to one dialed number to be routed to any member of the ACD group all of whom can provide the same service to the calling party Automatic call dis
75. ith the following message Filter Criteria accepted for Time 5 Click on OK 6 Close the window using the Windows control menu This filter enables you to filter through all entries that are recorded before or after the time you specify Chapter 4 Using the Call Log and Creating Your Personal Directory 75 Filtering the Party Column f you are filtering the Party column the Edit Filter box displays the Filter Party 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 Filter Party Filter Figure 42 Call Log Filter Party Box CallCoordinator for Windows displays a message box with the following message Filter Criteria accepted for Party 3 Click on OK 4 Close the window using the Windows control menu 76 CallPath CallCoordinator for Windows User s Guide Filtering the Phone Number Column f you are filtering the Phone Number column the Edit Filter box 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 use hyphens or parentheses as delimiters for example do not enter 201 555 1234 2 Click on OK Filter Phone Number Filter 3025551234 Figure 43 Call Log Filter Phone Number Box CallCoordinator for Windows displays a mes
76. kKeys are defined by the system administrator and can be customized according to the needs of each service representative S service representative Synonym for agent session A logical connection between a workstation and a host computer that allows them to communicate and exchange data CallPath CallCoordinator for Windows allows the computer to have multiple sessions on one or several host computers system administrator An Individual responsible for installing configuring and managing CallPath CallCoordinator for Windows T telephony The use or operation of systems for the transmission of voice or data between separate points Index A ACD automatic call distribution 10 Actions pull down menu 28 Activity window AT amp T DEFINITY Generic 3 switch for 32 Northern Telecom Meridian 1 switch for 33 ROLM 9751 switch for 34 additional CallCoordinator for Windows features 2 agent activity status indicating AT amp T DEFINITY Generic 3 switch for 32 Northern Telecom Meridian 1 switch for 33 ROLM 9751 switch for 34 answering calls displaying CallCoordinator for Windows main window on inbound calls controlling 20 how to 43 Notes feature using 44 other features using 44 status messages understanding 43 automatic call distribution ACD 10 C Call Log accessing 60 CCWin Call Log window description of 64 clearing 86 controlling clearing log 86 deleting entry 85 printing 85 saving log 86 data track
77. l order As a result you will have a list of Call Log activity that quickly shows you for example who called you however you lose the chrono logical order of the calls for the Call Log Chapter 4 Using the Call Log and Creating Your Personal Directory 69 Note The Call Log keeps the sort order that you specified New entries are added to the Call Log then automatically resorted To return the Call Log to its original order you must unsort the Call Log by clicking on the Unsort button for the column in the Sorted Columns box 70 CallPath CallCoordinator for Windows User s Guide 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 only the entries that meet the criteria you specify are displayed in the Call Log For example you can filter through only missed calls from the Type column that is excluding incoming and outgoing calls Note The Filter setting is different from the View setting in that it affects the data within a column View on the other hand affects entire columns The filters that you set work with both the Sort and the View settings for the Call Log Do the following to access the Filter setting 1 Click on the Filter tab from the Log Settings window CallCoordinator for
78. lCoordinator for Windows main window or e Click on Features on the CallCoordinator for Windows menu bar then click on Display Call Log CallCoordinator for Windows displays the CCWin Call Log window Figure 34 shows the CCWin Call Log window with sample Call Log entries CCWin Call Log Incoming Joe Monte 2025558217 Incoming Steve Hamilton 2025559944 Incoming 2035555202 2035555202 Outgoing Agent 2 5202 Outgoing Agent 2 5202 Incoming Mike Smith 2225551234 Incoming Agent 2 5202 Incoming Agent 2 Figure 34 CCWin Call Log Window The CCWin Call Log window displays information about your telephone activity on a call by call basis For each call it shows the following information e Date of the call e Time of the call e Type of call outgoing incoming or missed e Name or number of the Party that called you or that you called the name is displayed if the party is in the currently selected directory otherwise the number is displayed e Phone number of the caller or called party e Duration of the call e Short description of any Notes about the call Note Use the scroll arrow to scroll the view in order to see the Notes column 64 CallPath CallCoordinator for Windows User s Guide You can scroll through the Call Log entries using the scroll arrows 1 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 C
79. le 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 Sort folder as shown in Figure 37 Log Settings Unsorted Columns Sorted Columns a Sot gt gt Phone Number Time Type lt lt Unsort Sort Order Ascending Descending Figure 37 Log Settings Sort Folder 2 Do the following to sort the data a Define the call information you want to use as your sort criterion by clicking on the column Date Duration Party Phone Number Time or Type in the Unsorted Columns box b Click on the Sort button to move the highlighted column to the Sorted Columns box If you change your mind highlight the column in the Sorted Columns box and click on the Unsort button It will reappear in the Unsorted Columns box Note You can sort on only one column at a time c Click on one of the following radio buttons e Ascending if you want the data sorted in ascending order e Descending if you want the data sorted in descending order 3 Close the window using the Windows control menu to save the sorted information CallCoordinator for Windows will sort the call data by the selected column in ascending or descending order For example if you select the Party column in ascending order this sort criterion arranges all of your Call Log data by the calling and called parties in alphabetica
80. le to indicate that you are ready to receive calls e Unavailable to indicate that you are not ready to receive calls When you click on one or the other CallCoordinator for Windows displays a message box as for example Available Successful 5 Click on OK to remove the message box The checkmark moves to the selected button for example Available to indicate your current activity status Note You can leave open the Activity window the entire time you are handling calls This enables you to quickly and easily change your status as needed by clicking on the appropriate activity button 34 CallPath CallCoordinator for Windows User s Guide 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 CallCoordinator for Windows main window CallCoordinator for Windows displays the CCWin Dial Pad window Figure 18 shows the CCWin Dial Pad window with sample Personal Directory entries CCWin Dial Pad Actions Directory HAT Help Search for Dial Prefix L Personal Directory Carter David 405 555 1234 Greene Ellen 201 555 1234 Jarman Ben 405 555 2234 Lyman Jerry 908 555 1234 Pillmann William 202 555 1234 Randall Steve 404 555 1234 Smith Dorothy 919 555 1234
81. lt Backspace or Del key for making corrections when entering a number to dial After dialing the number the CallCoordinator for Windows main window reappears displaying a message next to the telephone icon for the selected line e If the person you are calling is in the active directory either the system directory or your Personal Directory CallCoordinator for Windows displays the person s name For example the message dis played might be Dialing Summers Frank e If the person you are calling is not in the active directory CallCoordinator for Windows displays the number you are calling For example the message displayed might be Dialing 2015551234 You can begin talking once the call is answered using your handset headset or speakerphone if you have one See Selecting a Directory on page 37 for more information about the CallCoordinator for Windows directories Searching the Directory You may have directories personal and system that contain dozens to hundreds of entries Finding a name among so many others can take time if you try to do it by scrolling through the directory to reach the entry To help you to quickly and easily locate an entry CallCoordinator for Windows provides a fast search capability in the CCWin Dial Pad window Do the following to quickly search the currently selected directory 1 Enter the first two or three letters of the last name in the Search for box just above the directory As yo
82. main window If you find this distracting you can disable this feature Do the following to prevent the CallCoordinator for Windows main window from coming to the foreground on inbound calls when you are working in another window 1 Click on Settings on the CallCoordinator for Windows main window menu bar or press Alt S The Settings pull down menu appears shown in Figure 4 on page 16 2 Click on Display Window When Call is Received or press W When you select this option the pull down menu disappears the checkmark next to Display Window When Call is Received is no longer there the next time you open this pull down menu The CallCoordinator for Windows main window will not come to the foreground when inbound calls come in and you are working in another application This setting remains in effect until you change it using the instructions just described Note CallCoordinator for Windows is shipped with the main window coming to the foreground on inbound calls as the default 20 CallPath CallCoordinator for Windows User s Guide Setting the Colors for the Telephone Icons Information about your telephone s status is conveyed to you not only through status messages but also through 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 changes to yellow to indicate the ringing state Yellow is the default color The colors for the oth
83. mber account number and so on You may need to change it if for example the caller calls from a different location than usual such as from a 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 on Defaults on the CCWin Transfer window menu bar The Defaults pull down menu appears b Click on Data on the Defaults pull down menu The Data pull down menu appears as shown in Figure 26 CCWin Transfer Actions Directory WMA CILE Help No Host Data Data gt Update Target Host Screen Host Session gt anu Send Host Screen Image B Comment for Target gent Disagrees with Bill Send Data Only Figure 26 CCWin Transfer Window Data Pull Down Menu Chapter 3 Using the Telephone Features 47 c Do one of the following e Click on Update 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 target 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 first application screen or the last one you worked on In either case the target agent can r
84. more applications dialed number identification service DNIS A number supplied by the public telephone network to identify the digits dialed For example two or more 1 800 numbers might both call the same call center switch DNIS tells the switch which of the 1 800 numbers was actually dialed DNIS can be used by CallPath CallCoordinator for Windows to automatically select between several host computer applications DNIS Dialed number identification service 93 H HAT file Host Application Transaction file Host Application Transaction HAT file A set of tables containing commands for interaction between the CallPath CallCoordinator for Windows computer and host computers When the tables are executed the actions specified in the tables are carried out on the host host computer A computer that provides customer application and database services In a CallPath CallCoordinator for Windows environment the host com puter can be a System 390 System 370 Application System 400 System 36 or Personal System 2 commu nicating with CallCoordinator 2 through 3270 or 5250 emulation or by a device driver icon A graphical representation of an object consisting of an image background and label intelligent answering Coordination of an incoming call with a computer display of information about the call CallPath CallCoordinator for Windows can use telephony data such as ANI and DNIS to provide intelligent answering for
85. n the CCWin Conference window See Selecting Your Defaults on page 55 for instructions Setting Up Three Way Conference Calls Do the following to set up a three way conference call 1 Enter the target agent s extension in the Target Agent box using any of the following methods e Accept the default transfer number which is the last extension you entered or e Click on the box and type the extension into it over any existing information or e Click on the scroll arrow to display the current directory scroll through the list and click on the name and extension that you want The name and extension appear in the Target Agent box Chapter 3 Using the Telephone Features 53 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 s window next to the telephone icon If the target agent has more than one line the comment appears next to the telephone icon for the line they have selected Note You cannot enter a comment in the Comment for Target Agent box if you select the Send Host Screen Image option See Step 4 3 If necessary click on the Customer ID 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 chang
86. ndow menu bar It remains in effect until you change to the other directory using the steps just described If you have more than one system directory available to you do the following from the Directory pull down menu 1 Click on Select System Directory The Open window appears 2 Select the system directory you want from the File Name list box 3 Click on OK Refreshing the Directories in the CCWin Dial Pad Window When you make changes to your Personal Directory which is done in the CCWin Personal Directory window or when the system administrator notifies you of an updated system directory you must update your version in the CCWin Dial Pad window This is called a refresh Do the following to refresh either directory in the CCWin Dial Pad window 1 Click on the Dial pushbutton to open the CCWin Dial Pad window 2 Click on Directory on the CCWin Dial Pad window menu bar The Directory pull down menu appears see Figure 20 3 Click on Personal Directory or System Directory to update the version in the CCWin Dial Pad window 38 CallPath CallCoordinator for Windows User s Guide 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 Directory window see Figure 52 on page 88 3
87. ng Your Personal Directory provides the instructions for using the Call Log and Per sonal Directory features Note If you want CallCoordinator for Windows to start each time you start Windows do the following 1 Click on Window on the Program Manager menu bar 2 Double click on StartUp The StartUp window appears 3 Highlight the CallCoordinator for Windows icon and drag it into the StartUp window by holding down the left mouse button 8 CallPath CallCoordinator for Windows User s Guide CallCoordinator for Windows Main Window As shown in Figure 3 on page 8 the CallCoordinator for Windows main window has a menu bar and a row of pushbuttons The telephone features are used in the same way whether you access them from the pushbuttons or from the menu bar The main window also includes a status line next to a telephone icon for displaying messages such as The Line is Idle and a comment line for displaying comments If you have more than one line on your telephone set the corresponding number of telephone icons are displayed up to four if your system administrator configured your computer for that number For example if you have four lines and your system administrator configured all four your CallCoordinator for Windows main window will show four telephone icons See Status Messages on page 10 and Setting the Colors for the Telephone Icons on page 21 for more information about the icons Pushbuttons The
88. ns click on the one you want Canceling a Selection You can cancel a selection in a window or any entries that you made in a window by clicking on Cancel or No before exiting For more information about using your mouse to make selections see your Windows documentation Chapter 2 Getting Started 11 Making Selections Using Your Keyboard You can select a CallCoordinator for Windows pushbutton pull down menu item radio button or checkbox using your keyboard In general do the following from a CallCoordinator for Windows window e To move to a selection use the Tab key or a cursor key e To activate or execute your selection press the Enter key Opening a Pull Down Menu Pull down menus are selected from CallCoordinator for Windows menu bars To open a pull down menu do the following Simultaneously press the Alt key and the key indicated by the underlined letter of the selection you want on the menu bar The pull down menu appears If the pull down menu is not the one you want press the Alt key to cancel it and choose the one you want Selecting from a Pull Down Menu To select items from a pull down menu do the following 1 Open the pull down menu by pressing the appropriate Alt key combination The pull down menu appears 2 Using the f or cursor keys highlight the selection you want on the pull down menu and press Enter or Just press the key indicated by the underlined letter on the pull down menu Us
89. nt Chapter 3 Using the Telephone Features 57 Refreshing the Directories in the CCWin Conference Window When you make changes to your Personal Directory which is done in the CCWin Personal Directory window or when the system administrator notifies you of an updated system directory you must update the version in the CCWin Conference window This is called a refresh Do the following to refresh either directory in the CCWin Conference window 1 2 Click on the Conference pushbutton to open the CCWin Conference window Click on Directory on the CCWin Conference window menu bar The Directory pull down menu appears Click on Personal Directory or System Directory to update the version in the CCWin Conference window Updating Entries in Your Personal Directory You can update entries in your Personal Directory from the CCWin Conference window Do the fol lowing 1 Click on Directory The Directory pull down menu appears Click on Update Personal Directory CallCoordinator for Windows displays the CCWin Personal Directory window see Figure 52 on page 88 Click on the letter in the row of letters below the menu bar corresponding to the first letter of the last name of the entry to be changed Use the scroll arrow to display the remaining letters if neces sary For example to locate an entry beginning with the letter G click on G CallCoordinator for Windows displays the entries beginning with that letter Cl
90. nt logged on an ongoing basis in the Overflow Threshold box as follows e Double click on the box to highlight it and enter a number or e Use the spin buttons to increase or decrease the current number Note The maximum number of entries that can be set as the overflow threshold is 200 3 Enter the filename in the Overflow File box of the file that will store overflow entries You can use any filename and extension as long as it conforms to DOS filename conventions 4 Click on the Active box to specify that overflow entries are to be saved to the overflow file Note If this box is not selected overflow entries may be lost CallCoordinator for Windows deletes the oldest entries once the overflow threshold is reached and keeps the most recent on an ongoing basis 5 Close the window using the Windows control menu to save the overflow information 80 CallPath CallCoordinator for Windows User s Guide CallCoordinator for Windows logs entries up to the number specified as the overflow threshold The first overflow entry causes the first half of the logged entries to be sent to the overflow file For example if 100 entries is the specified limit then the 101st entry will force entries 1 through 50 to the overflow file As a result the Call Log will retain 50 entries which were entries 51 through 100 and has space for the next 50 If you elect not to activate the overflow file CallCoordinator for Windows only retains the most recent
91. o select a line other than the currently selected line Click on the telephone icon associated with the line you want The checkmark then appears next to it You can now make or answer a call using the selected line When answering a call CallCoordinator for Windows automatically selects the ringing line if there are no other active calls Note You can also log on to your switch or indicate your activity status from any line simply by selecting the line you want See page 30 and page 32 for instructions on logging on and indicating your activity status respectively 26 CallPath CallCoordinator for Windows User s Guide How to Access the Telephone Features CallCoordinator for Windows is installed for you by your system administrator When you start CallCoordinator for Windows it displays a window that has a menu bar and a row of pushbuttons below it If you have not started CallCoordinator for Windows yet do the following 1 Start your Windows session 2 Click on the CallCoordinator for Windows icon in the Program Manager window The CallCoordinator for Windows group window appears 3 Double click on CCWin System The CallCoordinator for Windows main window appears It has a menu bar a row of pushbuttons and at least one telephone icon for status messages Note If you have more than one line on your telephone set the corresponding number of tele phone icons are displayed up to four if your system administrator config
92. o transfer a call and data 1 Enter the extension of the target agent or of the ACD group in the Target Agent box using any of the following methods e Accept the default transfer number which is the last extension you entered or e Click on the box then type the extension into it over any existing information or e Click on the scroll arrow to display the current directory scroll through the list and click on the name and extension that you want The name and extension appear in the Target Agent box 2 Optionally click on the Comment for Target Agent box and enter a comment in it 46 CallPath CallCoordinator for Windows User s Guide You may find this feature most useful when transferring to an ACD group in that it enables you to leave 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 icon If the target agent has more than one line the comment appears next to the telephone icon for the line they have selected Note You cannot enter a comment in the Comment for Target Agent box if you select the Send Host Screen Image option See step 4 3 If necessary click on the Customer ID 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 nu
93. oordinator for Windows e Click on it or e 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 unless you elect to have them displayed Do the following to display system messages 1 Click on Settings on the CallCoordinator for Windows main window menu bar or press Alt S The Settings pull down menu appears as shown in Figure 4 CallCoordinator for Windows M Actions Features Faire Help si ui Display System Messages 3 Screen Settings Answer HangUp Trad V Display Window When Call is Received v The Line is tal _Colors 3456 The Line is Idle S amp The Line is Idle E The Line is Idle Figure 4 Settings Pull Down Menu 2 Click on Display System Messages or press M When you select this option the pull down menu disappears a checkmark appears next to Display System Messages the next time you open this pull down menu The bottom of the CallCoordinator for Windows main window expands to include a boxed area for displaying any messages This setting remains in effect until you change it using the instructions just described 16 CallPath CallCoordinator for Windows User s Guide Selecting the CallCo
94. oordinator 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 Windows menu bar or press AIt A The Actions pull down menu appears 2 Click on Exit or press X A message box appears asking if you want to exit CallCoordinator for Windows 3 Click on Yes or press Enter to exit Using Windows to Exit Do the following to exit CallCoordinator for Windows using the Windows procedure 1 Click on the control menu box on the CallCoordinator for Windows main window or press Alt Spacebar 2 Click on Close or press C or Alt F4 A message box appears asking if you want to exit CallCoordinator for Windows 3 Click on Yes or press Enter to exit 24 CallPath CallCoordinator for Windows User s Guide Chapter 3 Using the Telephone Features This chapter describes how to use the CallCoordinator for Windows telephone features It is organized as follows e How to Select a Line on page 26 describes how to select a line when you have more than one line configured for you e How to Access the Telephone Features on page 27 describes how to access the telephone fea tures from the pushbuttons and menu bar on the CallCoordinator for Windows main window e How to Log on to Your Switch on page 30 describes how to log on to your telephone system switc
95. ordinator for Windows Screen Mode When you first start CallCoordinator for Windows the main window includes a row of pushbuttons with icons Below each icon is the text label that describes the feature represented by the icon This is the default screen mode for CallCoordinator for Windows icons with text You can if you like select a different screen mode Your choices are as follows e Icons only no text as shown in Figure 5 CallCoordinator for Windows Actions Features Settings Help amp The Line is Idle 3456 gt The Line is Idle The Line is Idle The Line is Idle Figure 5 CallCoordinator for Windows Screen Mode Icons Only Chapter 2 Getting Started 17 Icons with text labels below them which is the default as shown in Figure 6 CallCoordinator for Windows Settings Help Actions Features Answer Hang Up Transfer Conterence Hold Retrieve Calllog Notes Dial J gt The Line is Idle 3456 S The Line is Idle _ The Line is Idle _ Figure 6 CallCoordinator for Windows Screen Mode lIcons with Text e Buttons instead of icons with text labels as shown in Figure 7 CallCoordinator for Windows Actions Features Settings Help The Line is Idle The Line is Idle _ The Line is Idle _ Figure 7 CallCoordinator for Windows Screen Mode Buttons with Text User s Guide 18 CallPath CallCoordinator for Windows
96. ordinator for Windows saves the colors you select They remain in effect until you change them using the steps just described 22 CallPath CallCoordinator for Windows User s Guide Getting Help Information You can get Help information about CallCoordinator for Windows through its Help feature or from your system 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 or press Alt H The Help pull down menu appears with the following Help selections On Window Provides a description of the window that is currently opened Contents Provides a list of the Help topics Search Provides a means of searching for a specific topic Help On Help Provides information about using the Help system About Provides copyright information 2 Click on the Help topic you want or use the f or cursor key to highlight the topic and press Enter Do the following to exit a Help topic 1 Click on File on the menu bar or press Alt F The File pull down menu appears 2 Click on Exit or press X See your Windows documentation for more information on using Help Getting Help from Your System Administrator If you have a problem with any of the CallCoordinator for Windows functions or a question about your setup see your system administrator Chapter 2 Getting Started 23 Exiting CallCoordinator for Windows You can exit CallC
97. ost Screen Image If you do not have a need to send host data click on No Host Data to establish this option as your default Chapter 3 Using the Telephone Features 49 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 well as certain departments or groups in your company This enables you to quickly find an extension of an agent or department when you need to transfer a call Do the following to select a default directory 1 Click on the Transfer pushbutton to open the CCWin Transfer window 2 Click on Directory on the menu bar The Directory pull down menu appears as shown in Figure 27 CCWin Transfer E Directory Personal f Select System Directory Disagrees with Bill O Figure 27 CCWin Transfer Window Directory Pull Down Menu Actions 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 CCWin Transfer window menu bar It remains in effect until you change to the other directory using the steps just described If you have more than one system directory available to you do the following from the Directory pull down menu 1 Click on Select System Directory The Open window
98. ote You must first create your Personal Directory in order to have it available to use from the CCWin Dial Pad window For instructions on creating it see How to Create Your Personal Directory on page 87 When you select a directory the directory appears to the right of the dial pad and remains there as your working directory Do the following to select the directory you want to use when making calls 1 Click on the Dial pushbutton to open the CCWin Dial Pad window Chapter 3 Using the Telephone Features 37 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 CCWin Dial Pad HAT Help Personal Directory Personal Directory Select System Directory 405 555 1234 Pres Emerald Ti 201 555 1234 Owner Greene Update Personal Directory 405 555 2234 Purchasing Mgr Lyman Jerry 908 555 1234 Buyer City Tran Pillmann William 202 555 1234 Pillman and Son Randall Steve 404 555 1234 Owner Camera Smith Dorothy 919 555 1234 Partner Eckert Solarey Ivan 617 555 1234 Owner Solarev Trent Paula 718 555 1234 Buyer NLC Corg Washburn Cynthia 206 555 1234 Owner NewD es Figure 20 CCWin Dial Pad Window Directory Pull Down Menu CallCoordinator for Windows indicates which directory is the currently selected directory just below the CCWin Dial Pad wi
99. ou must be on a call to use the Notes feature although you can continue entering notes after hanging up Otherwise the Notes pushbutton is grayed out to indicate that it is inactive 42 CallPath CallCoordinator for Windows User s Guide 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 2 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 ringing line is not currently selected Note If all the other lines are idle the ringing line is automatically selected Click on the Answer pushbutton on the CallCoordinator for Windows main window You can begin talking with the caller using your handset headset or speakerphone if you have one Check with your system administrator to see if the intelligent answering feature is implemented for your use If it is CallCoordinator for Windows displays certain information about the caller when you answer the call such as for example the caller s account data When answering a call the CallCoordinator for Windows main window displays a message next to the telephone icon for the selected line If the caller is in the system directory or your Personal Directory whichever is currently selected CallCoordinator for Windows displays the callers name For example the message displayed migh
100. propriate box 6 Make your changes using the lt Backspace or Del key to delete any characters and enter any new ones 7 Click on Update or press Enter If you change your mind about updating this entry click on Cancel The entry will be cleared from this window but not from your Personal Directory In addition to updating you can also add and remove Personal Directory entries from the CCWin Transfer window See How to Create Your Personal Directory on page 87 for complete instructions on creating and maintaining your Personal Directory 52 CallPath CallCoordinator for Windows User s Guide How to Set Up Three Way Conference Calls CallCoordinator for Windows enables you to set up three way conference calls including transferring data into the conference known as a coordinated voice and data transfer Do the following to start a three way conference call Click on the Conference pushbutton on the CallCoordinator for Windows main window CallCoordinator for Windows displays the CCWin Conference window Figure 28 shows the CCWin Con ference window with sample entries CCWin Conference Directory Defaults Help Actions Personal Directory Target Agent 2626 Conference Le Comment for Target gent Complete Disagrees with Bill Send Data Only ustomer ID 201 5559876 Figure 28 CCWin Conference Window You can simplify making conference calls for yourself by setting a few defaults i
101. r mouse If you want to use your keyboard see Making Selections Using Your Keyboard on page 12 for instructions Copyright IBM Corp 1994 59 Accessing the Call Log and Personal Directory Features CallCoordinator for Windows is installed for you by your system administrator When you start CallCoordinator for Windows it displays a window that has a menu bar and a row of pushbuttons below it If you have not started CallCoordinator for Windows yet do the following 1 Start your Windows session 2 Click on the CallCoordinator for Windows icon in the Program Manager window The CallCoordinator for Windows group window appears 3 Double click on CCWin System The CallCoordinator for Windows main window appears It has a menu bar a row of pushbuttons and at least one telephone icon for status messages Note If you have more than one line on your telephone set the corresponding number of tele phone icons are displayed up to four if your system administrator configured your computer for that number For example if you have four lines and your system administrator configured all four your CallCoordinator for Windows main window will show four telephone icons as shown in Figure 31 See Status Messages on page 10 and Setting the Colors for the Telephone Icons on page 21 for more information about the icons CallCoordinator for Windows Actions Features Settings Help Dial Answer Hang Up Transfer Conference
102. racking your calls and electronic telephone directories for enabling faster call han dling Through CallCoordinator for Windows you may also have one or more additional features that further enhance your ability to give improved service to your callers Which additional features you have depends on how your system administrator customized this product for your business For example CallCoordinator for Windows can provide the following additional features e Intelligent answering which enables you to have a caller s account record displayed on your screen at the same time you answer the call Coordinated voice and data transfer which enables you to transfer both the call and the caller s data to another agent e QuickKeys which enable you to automate many of your keyboard operations CallCoordinator for Windows Features CallCoordinator for Windows provides a telephone capability that you can use right from your Windows based computer including a Note Pad feature that enables you to take notes while on a call It also provides a Call Log that collects call data for you and a Personal Directory feature for faster handling of customer calls Telephone Features CallCoordinator for Windows enables you to use your computer as if it were a telephone while you continue to use your computer as you normally do in your job You can for example answer dial and transfer calls using the CallCoordinator for Windows pushbuttons Some pushbut
103. row of pushbuttons makes available the basic telephone features such as Dial Answer Transfer and so on as well as the Call Log and Notes features Menu Bar The menu bar has the following pull down menus Actions Features Settings and Help e The Actions pull down menu makes available the telephone features See Chapter 3 Using the Telephone Features for instructions e The Features pull down menu makes available the following items Log on and agent activity control if your telephone system switch supports these functions see How to Log on to Your Switch on page 30 and How to Indicate Your Activity Status on page 32 respectively for instructions Note Pad see Using the Notes Feature on page 41 for instructions Call Log see How to Use the Call Log on page 63 for instructions Personal Directory see How to Create Your Personal Directory on page 87 for instructions e The Settings pull down menu makes available the following items Displaying system messages see Displaying System Messages on page 16 for instructions Screen settings see Selecting the CallCoordinator for Windows Screen Mode on page 17 for instructions Displaying the CallCoordinator for Windows main window for inbound calls see Displaying the CallCoordinator for Windows Main Window on Inbound Calls on page 20 for instructions Color settings for the telephone icons see S
104. s see your system administrator for a list of the QuickKeys and their functions and for instructions on using them Access to a System Directory Your system administrator has probably made available a system directory for your use with CallCoordinator for Windows System directories usually contain the names and numbers of all parties and entities that your company does business with for example cus tomers suppliers service providers and so on If a system directory is available to you CallCoordinator for Windows can automatically dial any number in it for you Chapter 1 Introducing CallCoordinator for Windows 3 Note Your business may have several different system directories For example one might be a mailing list that the system administrator makes available to you during certain seasons For information about the system directory see your system administrator See Chapter 3 Using the Telephone Features for instructions on selecting and using system directo ries 4 CallPath CallCoordinator for Windows User s Guide How CallCoordinator for Windows Works Figure 1 shows a typical environment that is configured for call handling with CallCoordinator for Windows The agents are equipped with computers that have CallCoordinator for Windows installed on them Customer Business Database CallPath CallPath CallCoordinator for Windows CallCoordinator for Windows Figure 1 Example of CallCoordinator for Win
105. sage box with the following message Filter Criteria accepted for Phone Number 3 Click on OK 4 Close the window using the Windows control menu Chapter 4 Using the Call Log and Creating Your Personal Directory 77 Filtering the Notes Column If you are filtering the Notes column the Edit Filter box displays the Filter 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 Notes window 2 Click on OK Filter Notes Figure 44 Call Log Filter Notes Box CallCoordinator for Windows displays a message box with the following message Filter Criteria accepted for Notes 3 Click on OK 4 Close the window using the Windows control menu You may find filtering your notes useful for certain situations For example if you enter call back in the Description box of the CCWin Notes window to remind yourself to follow up on certain calls you can filter through all such calls in your Call Log Your filtered output will list all the persons that you need to call back 78 CallPath CallCoordinator for Windows User s Guide 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 e Use the view feature to exclude all columns except for Party Date and Time e Use the sor
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107. t be Call from Summers Frank If the caller is not in the currently selected directory CallCoordinator for Windows displays the caller s telephone number For example the message displayed might be Call from 2015551212 Note CallCoordinator for Windows can display the caller s number to you only if your telephone system switch provides this information If your telephone system switch does not provide any caller information CallCoordinator for Windows displays Caller not identified There is no caller identification of any kind Note If you do not want the CallCoordinator for Windows main window to pop up whenever you receive a call and you are working in another window see Displaying the CallCoordinator for Windows Main Window on Inbound Calls on page 20 for instructions Chapter 3 Using the Telephone Features 43 Using Other Features after Answering a Call After you answer a call you can also use the following features from the CallCoordinator for Windows main window Hang Up Click on Hang Up to hang up your telephone Transfer Click on Transfer to transfer a call Conference Click on Conference to set up a three way conference call Hold Click on Hold to place a caller on Hold Retrieve Click on Retrieve to reconnect to a caller on Hold Notes Click on Notes to access the note pad feature In the event a telephone feature is not available because your telephone system does not support it CallCoordinator for Windows
108. t feature to sort on Date e Use the filter feature to retain only missed calls from the Type column Your Call Log view as a result will consist of a list of missed calls ordered by Date but showing only who the calling party was and the date and time of the missed calls You can then print this output Note You can sort on a certain column but choose not to display it in your view In the example just described even though Date was the sort column you can exclude this column from your view if you look at this kind of information each day Your Call Log will then display the missed calls but only show who the calling parties were and the time of the missed calls Chapter 4 Using the Call Log and Creating Your Personal Directory 79 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 can also specify a file the overflow file to store any entries that exceed the maximum number Do the following to specify the overflow threshold and the overflow file 1 Click on the Overflow tab from the Log Settings window CallCoordinator for Windows displays the Overflow folder Figure 45 shows the Overflow folder with a sample filename Log Settings Overflow Threshold Overflow File CLOGOVR ASC O Active Figure 45 Log Settings Overflow Folder 2 Specify the maximum number of entries you wa
109. t select the feature Using the Notes Feature When you make a call you can open the CallCoordinator for Windows note pad feature to take notes while talking to the party you called You can continue taking notes after hanging up The notes that you enter are stored by CallCoordinator for Windows Do the following to record a note during a telephone call 1 Click on the Notes pushbutton Chapter 3 Using the Telephone Features 41 The CCWin Notes window appears Figure 23 on page 42 shows the CCWin Notes window with a sample note CCWin Notes 4781 Mr Jones is interested in the new product He will be able to make a decision one week from today Description Callback Figure 23 CCWin Notes Window As can be seen in Figure 23 the CCWin Notes window is associated with the line selected for the call The line number appears in the window title bar You can open up this window from each line that you are using 2 Enter your note in the Note box 3 Enter a brief identifier for it in the Description box 4 Click on Save CallCoordinator for Windows stores the note in the Call Log When you open the Call Log the Notes column displays the description for the note Double click on the row to see the entire note You can edit the note after you open it in the Call Log you can add more information delete information and make any other edits Use the lt Backspace or Del key for making corrections Note Y
110. t 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 confer 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 environments with automatic call distribution 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 directly 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 in
111. that is the other agent cannot make changes to it Along with the screen image you can also transfer the customer s ID and any comment that you want to make to the other agent This feature called coordinated voice and data transfer comes with CallCoordinator for Windows Additionally depending on how CallCoordinator for Windows is customized in your business you may also have the ability to transfer data in a form that the other agent can update Check with your system administrator to see if this capability is implemented You can also perform a coordinated voice and data transfer when setting up a three way conference call You and your co worker are then able to talk to the customer and look at the same customer data together See How to Transfer Calls and Data on page 46 and How to Set Up Three Way Conference Calls on page 53 for more information about coordinated voice and data transfers Faster Keyboard Operation through QuickKeys QuickKeys are key combinations Alt plus another key that execute the steps in one keystroke that you usually do one at atime For example you can perform your entire logon by pressing a QuickKey combination Similarly you can move from one screen such as a customer s billing record to another such as an order screen more quickly and without data entry mistakes by using QuickKeys QuickKey combinations are created by your system administrator If this feature is implemented in your busines
112. the last name becomes highlighted in the row of letters in the CCWin Personal Directory window If you change your mind about adding the entry press Cancel instead of Add The fields will clear Updating an Entry Do the following to update an entry 1 Click on Features on the CallCoordinator for Windows menu bar The Features pull down menu appears Click on Update Personal Directory CallCoordinator for Windows displays the CCWin Personal Directory window Click on the letter in the row of letters below the menu bar corresponding to the first letter of the last name of the entry to be changed Use the scroll arrow to display the remaining letters if neces sary For example to locate an entry beginning with the letter G click on G CallCoordinator for Windows displays the entries beginning with that letter Click on the entry that you want to update Use the scroll arrows to scroll through the list if neces sary CallCoordinator for Windows displays the entry 5 Move to the appropriate box 6 Make your changes using the lt Backspace or Del key to delete any characters and enter any new ones Click on Update or press Enter If you change your mind about updating this entry click on Cancel The entry will be cleared from this window but not from your Personal Directory Chapter 4 Using the Call Log and Creating Your Personal Directory 89 Removing an Entry To remove an entry do the followin
113. tons immediately execute a telephone function such as the Answer and Hold pushbuttons Other pushbuttons open a window from which you access the telephone function such as the Dial push button which opens the CCWin Dial Pad window From the CCWin Dial Pad window you can dial a number select the number from a directory select and update a directory and select a HAT table Copyright IBM Corp 1994 1 You can use the CallCoordinator for Windows telephone features from any of the telephone lines on your set 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 telephone set See Chapter 3 Using the Telephone Features for instructions on using all of the CallCoordinator for Windows telephone features Notes Feature CallCoordinator for Windows provides a note pad feature that enables you to take notes while on the telephone with a caller Your notes are stored by CallCoordinator for Windows and easily retrieved through the Call Log See Using the Notes Feature on page 41 for instructions on using the CallCoordinator for Windows Notes feature Call Log Feature CallCoordinator for Windows provides a Call Log feature that collects data about the calls you made received or missed The data it collects includes the date and time of the call who the caller or called party was the phone number
114. tribution enables the efficient distribution of a high volume of incoming calls automatic number identification ANI A service offered by commercial telephone networks that provides Copyright IBM Corp 1994 the billing directory number associated with a calling party This is the telephone number of the incoming call This information is used for call setup activities and can be used by CallPath CallCoordinator for Windows as a key for retrieving data from host computer applications C call An attempt by a caller to reach one or more parties by using a telephone whether or not the attempt is successful call center A customer business center where initial access is by telephone Examples of call centers include help desks order desks and customer service centers Call center employees usually have terminals for access to information stored in databases on host computers caller A person dialing into a call center s telephone system CallPath Services An architecture that defines com munication between a computer and a telephone switch so that a program on the computer can monitor and influence the actions of the switch coordinated voice and data transfer The function where telephony data and a copy of a host screen are sent from one agent to another when a call is trans ferred D database A collection of interrelated data stored together with controlled redundancy according to a schema to serve one or
115. u are entering the letters the directory automatically scrolls to the first entry that begins with them Typically CallCoordinator for Windows finds the exact entry that you want with just two to three letters 2 If necessary enter the next letter 3 When the name you want to call is highlighted that is located simply click on Dial or press the Enter key to dial the number Keeping the Dial Pad Open Normally the CCWin Dial Pad window closes after you make a call and the CallCoordinator for Windows main window reappears to make the next call you would have to access the CCWin Dial Pad window again If you want the Dial Pad available to you after each call you make you can select the Keep Dial Pad Open option This enables you to make successive calls more quickly and conveniently To keep the dial pad available for making a series of calls do the following 1 Click on the Dial pushbutton on the CallCoordinator for Windows main window 36 CallPath CallCoordinator for Windows User s Guide 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 CCWin Dial Pad tnithiem Directory HAT Help Dial Personal Directory Cancel Keep Dial Pad Open 405 555 1234 201 555 1234 z z 405 555 2234 Lyman Jerry 908 555 1234 Pillmann William 202 555 1234 Randall Steve 404 555 1234 Smith
116. ured your computer for that number For example if you have four lines and your system administrator configured all four your CallCoordinator for Windows main window will show four telephone icons as shown in Figure 11 See Status Messages on page 10 and Setting the Colors for the Telephone Icons on page 21 for more information about the icons CallCoordinator for Windows ctions Features ales se Dial Answer s Transfer aS Hold Call Li eS The Line is Idle 3456 The Line is Idle S The Line is Idle gt The Line is Idle E Figure 11 CallCoordinator for Windows Main Window Pushbuttons The CallCoordinator for Windows telephone features can be accessed from the pushbuttons or from the Actions pull down menu on the menu bar Chapter 3 Using the Telephone Features 27 Using the Pushbuttons The row of pushbuttons makes available the following telephone features see Figure 11 on page 27 Dial Enables you to make a call Answer Enables you to answer a call Hang Up Enables you to disconnect a call Transfer Enables you to transfer a call Conference Enables you to set up a three way conference call Hold Enables you to place a call on Hold Retrieve Enables you to reconnect to a call on Hold Call Log Enables you to access the Call Log Notes Enables you to access the note pad feature To access one of these features just click on the pushbutton with your mouse Using the A
117. w of the Call Log by specifying which columns of data you want Enabling the Call Log You must enable the Call Log feature in order for CallCoordinator for Windows to track your call activity Do the following to enable 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 enable the Call Log see Figure 33 When you next access this pull down menu you will see a checkmark next to Enable Call Logging which indicates that the Call Log is enabled Your call activity will be logged CallCoordinator for Windows Actions BEAGE Settings Help The Line is Idle E5 The Line is Idle E5 Figure 33 Enabling the Call Log You can also enable the Call Log by clicking on the Call Log pushbutton on the CallCoordinator for Windows main window Chapter 4 Using the Call Log and Creating Your Personal Directory 63 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 menu you will see that the checkmark next to Enable Call Logging is gone Your call activity will not be logged Opening the Call Log Do one of the following to open the Call Log e Click on the Call Log pushbutton on the Cal
118. y window or when the system administrator notifies you of an updated system directory you must update your version in the CCWin Transfer window This is called a refresh Do the following to refresh either directory in the CCWin Transfer window 1 Click on the Transfer pushbutton to open the CCWin Transfer window 2 Click on Directory on the CCWin Transfer window menu bar The Directory pull down menu appears 3 Click on Personal Directory or System Directory to update the version in the CCWin Transfer window Updating Entries in Your Personal Directory You can update entries in your Personal Directory from the CCWin Transfer 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 Directory window see Figure 52 on page 88 3 Click on the letter in the row of letters below the menu bar corresponding to the first letter of the last name of the entry to be changed Use the scroll arrow to display the remaining letters if neces sary For example to locate an entry beginning with the letter G click on G CallCoordinator for Windows displays the entries beginning with that letter Chapter 3 Using the Telephone Features 51 4 Click on the entry that you want to update Use the scroll arrows to scroll through the list if neces sary CallCoordinator for Windows displays the entry 5 Move to the ap
119. y conferencing calls and data for yourself by setting a few defaults The following defaults are available for you to set e The type of data to transfer see Data Default for Three Way Conference Calls on page 56 for more information e A default telephone directory see Default Directory for Three Way Conference Calls on page 56 for more information e A default conference number see Default Conference Number on page 57 for more information e A default host session see Default Host Session on page 57 for more information Note When you exit CallCoordinator for Windows any defaults that you set are lost To use them again you must reset them Chapter 3 Using the Telephone Features 55 Data Default for Three Way Conference Calls You can select either of the following data options as your default e Update Target Host Screen which causes the target agent s screen to be the same as yours when you initiate the conference the other agent can update the data with this option thus enabling the agent to take over the transaction with the caller or e Send Host Screen Image which will display a copy of your current host screen on the target agent s screen when you initiate the conference with this option however the other agent can only view the data If you regularly or only send one type of data you can establish it as your default and avoid having to specify it each time you conference data Do

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