IBM SC31-6254-01 manual

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120

Go to page of

A good user manual

The rules should oblige the seller to give the purchaser an operating instrucion of IBM SC31-6254-01, along with an item. The lack of an instruction or false information given to customer shall constitute grounds to apply for a complaint because of nonconformity of goods with the contract. In accordance with the law, a customer can receive an instruction in non-paper form; lately graphic and electronic forms of the manuals, as well as instructional videos have been majorly used. A necessary precondition for this is the unmistakable, legible character of an instruction.

What is an instruction?

The term originates from the Latin word „instructio”, which means organizing. Therefore, in an instruction of IBM SC31-6254-01 one could find a process description. An instruction's purpose is to teach, to ease the start-up and an item's use or performance of certain activities. An instruction is a compilation of information about an item/a service, it is a clue.

Unfortunately, only a few customers devote their time to read an instruction of IBM SC31-6254-01. A good user manual introduces us to a number of additional functionalities of the purchased item, and also helps us to avoid the formation of most of the defects.

What should a perfect user manual contain?

First and foremost, an user manual of IBM SC31-6254-01 should contain:
- informations concerning technical data of IBM SC31-6254-01
- name of the manufacturer and a year of construction of the IBM SC31-6254-01 item
- rules of operation, control and maintenance of the IBM SC31-6254-01 item
- safety signs and mark certificates which confirm compatibility with appropriate standards

Why don't we read the manuals?

Usually it results from the lack of time and certainty about functionalities of purchased items. Unfortunately, networking and start-up of IBM SC31-6254-01 alone are not enough. An instruction contains a number of clues concerning respective functionalities, safety rules, maintenance methods (what means should be used), eventual defects of IBM SC31-6254-01, and methods of problem resolution. Eventually, when one still can't find the answer to his problems, he will be directed to the IBM service. Lately animated manuals and instructional videos are quite popular among customers. These kinds of user manuals are effective; they assure that a customer will familiarize himself with the whole material, and won't skip complicated, technical information of IBM SC31-6254-01.

Why one should read the manuals?

It is mostly in the manuals where we will find the details concerning construction and possibility of the IBM SC31-6254-01 item, and its use of respective accessory, as well as information concerning all the functions and facilities.

After a successful purchase of an item one should find a moment and get to know with every part of an instruction. Currently the manuals are carefully prearranged and translated, so they could be fully understood by its users. The manuals will serve as an informational aid.

Table of contents for the manual

  • Page 1

    CallPath CallCoordinator for Windows User’s Guide Version 1 SC31-6254-01[...]

  • Page 2

    [...]

  • Page 3

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

  • Page 4

    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 03H[...]

  • Page 5

    Contents Notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix Trademarks and Service Marks .................................... i x About This Book ........................................... x i Who Should Use This Book ...................................... x i How to Use This Book .........[...]

  • Page 6

    Using the Actions Pull-Down Menu ................................. 2 8 How to Log on to Your Switch ..................................... 3 0 How to Indicate Your Activity Status .................................. 3 2 How to Make Calls ........................................... 3 5 Dialing a Number .......................................... 3 5 Se[...]

  • Page 7

    Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95 Contents v[...]

  • Page 8

    vi CallPath CallCoordinator for Windows: User’s Guide[...]

  • Page 9

    Figures 1. Example of CallCoordinator for Windows Environment ...................... 5 2. CallCoordinator for Windows Group Window ........................... 7 3. CallCoordinator for Windows Main Window ............................ 8 4. Settings Pull-Down Menu .................................... 1 6 5. CallCoordinator for Windows Screen Mode—Ic[...]

  • Page 10

    46. Log Settings Toolbar Folder ................................... 8 2 47. Call Log—No Toolbar ...................................... 8 3 48. Call Log Toolbar—Icons and Text ................................ 8 3 49. Call Log Toolbar—Icons Only .................................. 8 4 50. Call Log Toolbar—Text Only ............................[...]

  • Page 11

    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 pro[...]

  • Page 12

    x CallPath CallCoordinator for Windows: User’s Guide[...]

  • Page 13

    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 [...]

  • Page 14

    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: ¹ Chapter 1, “Introducing CallCoordinator for Windows,” briefly describes CallCoordinator for Windows. ¹ Chapter 2, “Getting Started,” ex[...]

  • Page 15

    What’s New in This Book CallCoordinator for Windows Version 1.0.2 has new features. The following are described in this book: ¹ Multiline capability, which enables CallCoordinator for Windows to work with up to four lines on a telephone set ¹ Directory search capability, which enables alphabetical searches of directory information ¹ Switch log[...]

  • Page 16

    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 Cal[...]

  • Page 17

    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[...]

  • Page 18

    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 Telepho[...]

  • Page 19

    for an account number or the spelling of a name. 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 acc[...]

  • Page 20

    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[...]

  • Page 21

    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. LAN Telephone System Switch Data Data Voice Customer Business Database CallPath CallCoordinator [...]

  • Page 22

    For example, your system 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: ¹ Access your business database. ¹ Locate the caller’s account data there. ¹ Display the account data on your screen. The HAT tabl[...]

  • Page 23

    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 described in CallPath CallCoordinator for Windows Sy[...]

  • Page 24

    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, “Us[...]

  • Page 25

    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 dis[...]

  • Page 26

    ¹ 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[...]

  • Page 27

    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[...]

  • Page 28

    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: ¹ To move to a selection, use the Tab key or a cursor key. ¹ To activate or execute your selection, press the Ent[...]

  • Page 29

    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[...]

  • Page 30

    Managing Windows in CallCoordinator for Windows This section describes how to perform basic operations in CallCoordinator for Windows. Moving the CallCoordinator for Windows Main Window You can move the CallCoordinator for Windows main window to any part of your screen. This enables you to position it so that more of your regular screen is exposed.[...]

  • Page 31

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

  • Page 32

    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 CallCoor[...]

  • Page 33

    Selecting the CallCoordinator 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 lik[...]

  • Page 34

    ¹ Icons with text labels below them (which is the default), as shown in Figure 6. Figure 6. CallCoordinator for Windows Screen Mode—Icons with Text ¹ Buttons (instead of icons) with text labels, as shown in Figure 7. Figure 7. CallCoordinator for Windows Screen Mode—Buttons with Text 18 CallPath CallCoordinator for Windows: User’s Guide[...]

  • Page 35

    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. Figure 8. CallCoor[...]

  • Page 36

    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 havi[...]

  • Page 37

    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. ([...]

  • Page 38

    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[...]

  • Page 39

    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[...]

  • Page 40

    Exiting CallCoordinator for Windows You can exit CallCoordinator for Windows using its exit procedure or the Windows procedure. Using CallCoordinator for Windows to Exit Do the following to exit CallCoordinator for Windows using its own procedure: 1. Click on Actions on the CallCoordinator for Windows menu bar or press Alt + A . The Actions pull-do[...]

  • Page 41

    Chapter 3. Using the Telephone Features This chapter describes how to use the CallCoordinator for Windows telephone features. It is organized as follows: ¹ “How to Select a Line” on page 26 describes how to select a line when you have more than one line configured for you. ¹ “How to Access the Telephone Features” on page 27 describes how [...]

  • Page 42

    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. Figure 10. CallCoordinator for Windows Main Window—Currently Se[...]

  • Page 43

    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[...]

  • Page 44

    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 t[...]

  • Page 45

    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” o[...]

  • Page 46

    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&T** DEFINITY** Generic 3, ROLM** 9751 (9005), a[...]

  • Page 47

    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 Merid[...]

  • Page 48

    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&T DEFINITY Generic 3, Northern Telecom [...]

  • Page 49

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

  • Page 50

    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 ca[...]

  • Page 51

    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. Cal[...]

  • Page 52

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

  • Page 53

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

  • Page 54

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

  • Page 55

    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. [...]

  • Page 56

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

  • Page 57

    4. Scroll through the list of HAT table names in the Available HAT Names list box to find the one you want, and 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[...]

  • Page 58

    The CCWin Notes window appears (Figure 23 on page 42 shows the CCWin Notes window with a sample note). 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. [...]

  • Page 59

    How to Answer Calls When your telephone rings, you can answer the call from the CallCoordinator for Windows main window. Do the following to answer the call: 1. Click on the telephone icon for the ringing line in the CallCoordinator for Windows main window (if you have more than one line and the ringing line is not currently selected). Note: If all[...]

  • Page 60

    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 [...]

  • Page 61

    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[...]

  • Page 62

    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 windo[...]

  • Page 63

    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 on[...]

  • Page 64

    c. Do one of the following: ¹ 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 [...]

  • Page 65

    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 ( if that name is in the currently selected directory; otherwise, the telepho[...]

  • Page 66

    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 age[...]

  • Page 67

    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.[...]

  • Page 68

    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 ← ( Backspace ) or Del key to delete any characters, and enter any new ones. 7. Click on Update or press Enter . If you cha[...]

  • Page 69

    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 win[...]

  • Page 70

    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[...]

  • Page 71

    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[...]

  • Page 72

    Data Default for Three-Way Conference Calls: You can select either of the following data options as your default: ¹ 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[...]

  • Page 73

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

  • Page 74

    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 re[...]

  • Page 75

    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: ¹ “Accessing the Call Log and Personal Directory Features” on page 60 describes how to access these features from the pushbuttons and menu bar on t[...]

  • Page 76

    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[...]

  • Page 77

    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-[...]

  • Page 78

    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 Guid[...]

  • Page 79

    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[...]

  • Page 80

    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 [...]

  • Page 81

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

  • Page 82

    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[...]

  • Page 83

    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 interes[...]

  • Page 84

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

  • Page 85

    Sorting the Call Log: The Sort setting enables you to sort your Call Log data. You can sort it by column (for example, Type) in ascending or descending order. Do the following to access the Sort setting: 1. Click on the Sort tab from the Log Settings window. CallCoordinator for Windows displays the Sort folder, as shown in Figure 37. Figure 37. Log[...]

  • Page 86

    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[...]

  • Page 87

    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 [...]

  • Page 88

    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 [...]

  • Page 89

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

  • Page 90

    Filtering the Date Column: If you are filtering the Date column, the Edit Filter box displays the Filter 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: ¹ Double-click on each box to highlight it, then enter the month, day, or year or ¹ Double-c[...]

  • Page 91

    Filtering the Time Column: If 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: ¹ Double-click on each box to highlight it, then enter the hour or minute (and seconds if you[...]

  • Page 92

    Filtering the Party Column: If 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 . Figure 42. Call Log Filter Party Box CallCoordinator for Windows[...]

  • Page 93

    Filtering the Phone Number Column: If 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 ex[...]

  • Page 94

    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 . Figure 44. Call L[...]

  • Page 95

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

  • Page 96

    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 over[...]

  • Page 97

    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 [...]

  • Page 98

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

  • Page 99

    2. Do the following to select the toolbar setting: ¹ 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. Figure 47. Call Log—No Toolbar ¹ Click on Icon and text toolbar if you want both icons and text displayed. This is the default. Figure 48 shows the Call Log w[...]

  • Page 100

    ¹ Click on Icon only toolbar if you want only icons displayed. Figure 49 shows the Call Log with an icon-only toolbar. Figure 49. Call Log Toolbar—Icons Only ¹ Click on Text only toolbar if you want only text displayed. Figure 50 shows the Call Log with a text-only toolbar. Figure 50. Call Log Toolbar—Text Only 3. Close the Log Settings windo[...]

  • Page 101

    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. Figure 51. Pushbuttons for Controlling the Call Log Printing Your Call Log: You can print the contents of your Call Log at any time[...]

  • Page 102

    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 ca[...]

  • Page 103

    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 ([...]

  • Page 104

    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 Di[...]

  • Page 105

    ¹ 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. ¹ Description, if any, in the Description box; this field is optional Use the ← ( Backspace ) or Del key if you need to correct an entry. 4. Click on[...]

  • Page 106

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

  • Page 107

    b. 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. c. 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[...]

  • Page 108

    92 CallPath CallCoordinator for Windows: User’s Guide[...]

  • Page 109

    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. This glossary includes terms and definitions from the Dictionary of Computing , SC20-1699. The following cross-reference[...]

  • Page 110

    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 pro[...]

  • Page 111

    Index A ACD (automatic call distribution) 10 Actions pull-down menu 28 Activity window AT&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&T DEFINITY Generic 3 switch, for 32 Northern Telecom Meridian[...]

  • Page 112

    CallCoordinator for Windows (continued) operation 5 pull-down menu, using 11, 12 screen mode, selecting 17 selections, making 11 starting 7 system messages, displaying 16 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 moving 14 [...]

  • Page 113

    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 4[...]

  • Page 114

    switches (continued) AT&T DEFINITY Generic 3 (continued) logging on to 30 Login/Logoff window 30 Northern Telecom Meridian 1 Activity window 33 agent activity status, indicating 31 logging on to 31 Login/Logoff window 31 ROLM 9751 Activity window 34 agent activity status, indicating 34 system administrator HAT file, implementing 6, 39 help, get[...]

  • Page 115

    [...]

  • Page 116

    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[...]

  • Page 117

    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. Please take a few minutes to let us know what you think by [...]

  • Page 118

    Cut or Fold Along Line Cut or Fold Along Line Help us help you! SC31-6254-01 ÉÂÔÙ Fold and Tape Please do not staple Fold and Tape NO POSTAGE NECESSARY IF MAILED IN THE UNITED STATES BUSINESS REPLY MAIL FIRST-CLASS MAIL PERMIT NO. 40 ARMONK, NEW YORK POSTAGE WILL BE PAID BY ADDRESSEE Information Development Department CGMD International Busines[...]

  • Page 119

    [...]

  • Page 120

    ÉÂÔÙ Part Number: 87G7221 Printed in U.S.A. 87G7221 SC31-6254-01[...]