CallPath CallCoordinator for Windows User’s Guide Version 1 SC31-6254-01
ÉÂÔ 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.
Contents Notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Trademarks and Service Marks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About This Book Who Should Use This Book . How to Use This Book . . . . How This Book is Organized Highlighting Conventions . What’s New in This Book . . . Where to Find More Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using the Actions Pull-Down Menu . . . . . . . . . . . . . How to Log on to Your Switch . . . . . . . . . . . . . . . . . How to Indicate Your Activity Status . . . . . . . . . . . . . . How to Make Calls . . . . . . . . . . . . . . . . . . . . . . . Dialing a Number . . . . . . . . . . . . . . . . . . . . . . Searching the Directory . . . . . . . . . . . . . . . . . . . Keeping the Dial Pad Open . . . . . . . . . . . . . . . . . Selecting a Directory . . . . . . . . . . . . . . . . . . . .
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
vi CallPath CallCoordinator for Windows: User’s Guide
Figures 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. Example of CallCoordinator for Windows Environment . . . . . . . . CallCoordinator for Windows Group Window . . . . . . . . . . . . . CallCoordinator for Windows Main Window . . . . . . . . . . . . . . Settings Pull-Down Menu . . . . . . . . . . . . . . . . . . . . . . . CallCoordinator for Windows Screen Mode—Icons Only . . . . .
46. 47. 48. 49. 50. 51. 52. Log Settings Toolbar Folder . . . Call Log—No Toolbar . . . . . . Call Log Toolbar—Icons and Text Call Log Toolbar—Icons Only . . Call Log Toolbar—Text Only . . . Pushbuttons for Controlling the Call CCWin Personal Directory Window . . . . . . Log . . . . viii 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.
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 abbreviated to “CallCoordinator for Windows.” CallCoordinator for Windows runs under the Microsoft** Windows** 3.
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,” explains what you should know about CallCoordinator for Windows before using it.
What’s New in This Book CallCoordinator for Windows Version 1.0.2 has new features.
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.
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 additional features that may be available to you, such as intelligent answering, if this product is customized for your business.
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 telephone 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.
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 access to four lines, account data can be displayed for the call on each line. (Check with your system administrator about your setup.
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 directories.
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 LAN Telephone System Switch Data Data Business Database Voice Voice CallPath CallCoordinator for Windows CallPath CallCoordinator for Windows Figure 1.
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.
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 System Administrator’s Guide. To start CallCoordinator for Windows, do the following: 1. Start your Windows session. 2.
Figure 3. CallCoordinator for Windows Main Window To help you get started, the rest of this chapter describes how to perform some basic Windows operations 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 Creating Your Personal Directory,” provides the instructions for using the Call Log and Personal Directory features.
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.
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 affected line.
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.
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 Enter key. Opening a Pull-Down Menu: Pull-down menus are selected from CallCoordinator for Windows menu bars.
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.
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. Do the following to move the CallCoordinator for Windows main window: 1.
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.
Displaying System Messages CallCoordinator for Windows generates messages and stores them in a special file if there are any problems 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. Figure 4. Settings Pull-Down Menu 2.
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 like, select a different screen mode. Your choices are as follows: ¹ Icons only (no text), as shown in Figure 5. Figure 5.
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.
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. CallCoordinator for Windows Screen Settings Pull-Down Menu 3.
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 automatically comes to the foreground. (This enables you to answer the call without having to find the CallCoordinator for Windows main window.) If you find this distracting, you can disable this feature.
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.
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.
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.
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-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.
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 to access the telephone features from the pushbuttons and menu bar on the CallCoordinator for Windows main window.
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.
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.
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 acces
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 pushbuttons. 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.
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), and Northern Telecom Meridian 1**. If your switch is not one of these, they will not appear.
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.
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 Meridian 1, or ROLM 9751 switch.
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 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.
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.
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). Figure 18.
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.
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 Open feature, click on it again on the Actions pull-down menu. (A checkmark indicates whether this feature is on.
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 selected directory just below the CCWin Dial Pad window menu bar. It remains in effect until you change to the other directory, using the steps just described.
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. 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.
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 window appears, as shown in Figure 22. Figure 22.
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 that you select performs the function that your system administrator intended for outbound calling.
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. 2. Enter your note in the Note box. 3. Enter a brief identifier for it in the Description box. 4. Click on Save.
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 the other lines are idle, the ringing line is automatically selected. 2. Click on the Answer pushbutton on the CallCoordinator for Windows main window.
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.
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.
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). Figure 25.
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 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.
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 agent may, for example, be the first application screen or the last one you worked on.
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 telephone number is displayed).
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.
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.
4. Click on the entry that you want to update. (Use the scroll arrows to scroll through the list if necessary.) 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 change your mind about updating this entry, click on Cancel. The entry will be cleared from this window (but not from your Personal Directory).
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 Conference window with sample entries). Figure 28.
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.
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.
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 with the caller or ¹ 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;
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 the steps just described. If you have more than one system directory available to you, do the following from the Directory pulldown menu: 1.
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. Click on the Conference pushbutton to open the CCWin Conference window. 2.
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 the CallCoordinator for Windows main window. ¹ “How to Use the Call Log” on page 63 describes how to use the Call Log feature.
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.
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.
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.
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 composed of seven columns (date, time, party, and so on).
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.
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.
3. Enter your note in the Note box. 4. Enter a brief identifier for it in the Description box. 5. Click on Save.
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.
Setting the View: The View setting enables you to specify which columns of information are displayed when you open your Call Log. The default view consists of the following seven columns of information: Date, Time, Type (for example, outgoing call), Party (the caller’s or 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).
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 Settings Sort Folder 2. Do the following to sort the data: a.
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).
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 displayed 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).
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, the three filters that you applied cumulatively filter the Call Log data.
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 ¹ ¹ ¹ ¹ ¹ Incoming calls Outgoing calls Missed calls Incoming and outgoing calls Incoming and missed calls 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. Figure 39.
Filtering the Date Column: Date box (see Figure 40). If you are filtering the Date column, the Edit Filter box displays the Filter 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-click on each box to highlight it, then use the spin buttons to set the month, day, and year. 3. Click on OK. Figure 40.
Filtering the Time Column: Time box (see Figure 41). If you are filtering the Time column, the Edit Filter box displays the Filter 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 need to) or ¹ 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.
Filtering the Party Column: Party box (see Figure 42). If you are filtering the Party column, the Edit Filter box displays the Filter 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 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.
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 example, do not enter 201-555-1234). 2. Click on OK. Figure 43.
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 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.
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 (from the Type column).
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 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.
Setting the Toolbar: CallCoordinator for Windows enables you to customize the toolbar in your Call Log window. Your choices are as follows: ¹ ¹ ¹ ¹ No toolbar Icon and text toolbar Icon only toolbar 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. Figure 46.
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 with an icon-and-text toolbar. Figure 48. Call Log Toolbar—Icons and Text Chapter 4.
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 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.
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, including when the Call Log is sorted, filtered, or both. Do the following to print the Call Log: Click on the Print pushbutton.
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.
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).
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.
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 Add or press Enter to add the entry. The fields will clear; you can add the next entry.
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) 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 necessary.
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.
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. This 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.
H relational databases. OS/2 has a CUA-compliant graphical user interface, called Presentation Manager. HAT file. Host Application Transaction file. 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. Host Application Transaction (HAT) file.
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 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, u
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 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 windo
displaying CallCoordinator for Windows main window on inbound calls, controlling 20 N F Notes feature CCWin Notes window using 41, 44 Features pull-down menu 61 P 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 I intelligent answering 42, 44 2 L LAN (local area network) 5 lin
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, getting 23 intelligent answering, implementing 2 system directory, implementing 3 system directory description of 3, 37 searching 36 CCWin Dial Pad window, from 36 selec
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.
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 completing this form.
Help us help you! SC31-6254-01 Fold and Tape ÉÂÔÙ Please do not staple Cut or Fold Along Line Fold and Tape NO POSTAGE NECESSARY IF MAILED IN THE UNITED STATES BUSINESS REPLY MAIL FIRST-CLASS MAIL PERMIT NO.
ÉÂÔÙ Part Number: 87G7221 87G7221 Printed in U.S.A.
