IBM SC31-6254-01 User Manual
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.
Order publications through your IBM representative or the IBM branch serving your locality. Publications are not
stocked at the address given below.
Forms for readers’ comments are provided at the back of this publication. If the forms have been removed, you may
address your comments to:
IBM Corporation
Information Development and Design, Department E15
P.O. Box 12195
Research Triangle Park, NC 27709-9990
U.S.A.
When you send information to IBM, you grant IBM a nonexclusive right to use or distribute the information in any way
it believes appropriate without incurring any obligation to you or restricting your use of it.
Copyright International Business Machines Corporation 1994. All rights reserved.
Note to U.S. Government Users — Documentation related to restricted rights — Use, duplication or disclosure is
subject to restrictions set forth in GSA ADP Schedule Contract with IBM Corp.
Contents
Notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix
Trademarks and Service Marks .................................... ix
About This Book ........................................... xi
Who Should Use This Book ...................................... xi
How to Use This Book ......................................... xii
How This Book is Organized .................................... xii
Highlighting Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xii
What’s New in This Book ........................................ xiii
Where to Find More Information .................................... xiv
Chapter 1. Introducing CallCoordinator for Windows ........................ 1
What Is CallCoordinator for Windows? .................................. 1
CallCoordinator for Windows Features ................................ 1
Customized CallCoordinator for Windows Features ......................... 2
How CallCoordinator for Windows Works ................................ 5
Chapter 2. Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
How to Start CallCoordinator for Windows ................................ 7
CallCoordinator for Windows Main Window ............................... 9
Pushbuttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Menu Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Status Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Comment Line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Making Selections in CallCoordinator for Windows .......................... 11
Making Selections Using Your Mouse ............................... 11
Making Selections Using Your Keyboard .............................. 12
Managing Windows in CallCoordinator for Windows .......................... 14
Moving the CallCoordinator for Windows Main Window ...................... 14
Closing a Window in CallCoordinator for Windows ......................... 14
Displaying System Messages ..................................... 16
Selecting the CallCoordinator for Windows Screen Mode ....................... 17
Displaying the CallCoordinator for Windows Main Window on Inbound Calls ............. 20
Setting the Colors for the Telephone Icons .............................. 21
Getting Help Information ........................................ 23
Getting Help from CallCoordinator for Windows .......................... 23
Getting Help from Your System Administrator ........................... 23
Exiting CallCoordinator for Windows .................................. 24
Using CallCoordinator for Windows to Exit ............................. 24
Using Windows to Exit ....................................... 24
Chapter 3. Using the Telephone Features ............................. 25
How to Select a Line .......................................... 26
How to Access the Telephone Features ................................ 27
Using the Pushbuttons ....................................... 28
Copyright IBM Corp. 1994 iii
Using the Actions Pull-Down Menu ................................. 28
How to Log on to Your Switch ..................................... 30
How to Indicate Your Activity Status .................................. 32
How to Make Calls ........................................... 35
Dialing a Number .......................................... 35
Searching the Directory ....................................... 36
Keeping the Dial Pad Open ..................................... 36
Selecting a Directory ........................................ 37
Refreshing the Directories in the CCWin Dial Pad Window .................... 38
Updating Entries in Your Personal Directory ............................ 39
Selecting a HAT Table for Making Outbound Calls ......................... 39
Using Other Features after Dialing a Number ........................... 41
Using the Notes Feature ...................................... 41
How to Answer Calls .......................................... 43
Using Other Features after Answering a Call ............................ 44
Using the Notes Feature ...................................... 44
How to Transfer Calls and Data .................................... 46
Transferring Calls and Data ..................................... 46
Selecting Your Defaults ....................................... 49
Refreshing the Directories in the CCWin Transfer Window ..................... 51
Updating Entries in Your Personal Directory ............................ 51
How to Set Up Three-Way Conference Calls ............................. 53
Setting Up Three-Way Conference Calls .............................. 53
Selecting Your Defaults ....................................... 55
Refreshing the Directories in the CCWin Conference Window ................... 58
Updating Entries in Your Personal Directory ............................ 58
Chapter 4. Using the Call Log and Creating Your Personal Directory .............. 59
Accessing the Call Log and Personal Directory Features ....................... 60
Using the Pushbutton ........................................ 61
Using the Features Pull-Down Menu ................................ 61
How to Use the Call Log ........................................ 63
Enabling the Call Log ........................................ 63
Opening the Call Log ........................................ 64
Opening Notes in the Call Log ................................... 65
Adding Notes to the Call Log .................................... 65
Managing the Call Log Information—Settings Feature ....................... 67
Using the View, Sort, and Filter Settings Together ......................... 79
Controlling Your Call Log ...................................... 85
How to Create Your Personal Directory ................................ 87
Adding an Entry ........................................... 88
Updating an Entry .......................................... 89
Removing an Entry ......................................... 90
Refreshing the Personal Directory ................................. 90
Displaying Entries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
iv CallPath CallCoordinator for Windows: User’s Guide
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Contents v
vi CallPath CallCoordinator for Windows: User’s Guide
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 .................................... 16
5. CallCoordinator for Windows Screen Mode—Icons Only .................... 17
6. CallCoordinator for Windows Screen Mode—Icons with Text .................. 18
7. CallCoordinator for Windows Screen Mode—Buttons with Text ................. 18
8. CallCoordinator for Windows Screen Settings Pull-Down Menu ................ 19
9. Set Color Window ........................................ 21
10. CallCoordinator for Windows Main Window—Currently Selected Line ............. 26
11. CallCoordinator for Windows Main Window—Pushbuttons ................... 27
12. CallCoordinator for Windows Main Window—Actions Pull-Down Menu ............. 29
13. Logon/Logoff Window for the AT&T DEFINITY Generic 3 Switch ................ 30
14. Logon/Logoff Window for the Northern Telecom Meridian 1 Switch .............. 31
15. Activity Window—AT&T DEFINITY Generic 3 Switch ...................... 32
16. Activity Window—Northern Telecom Meridian 1 Switch ..................... 33
17. Activity Window—ROLM 9751 Switch .............................. 34
18. CCWin Dial Pad Window .................................... 35
19. CCWin Dial Pad Window—Actions Pull-Down Menu ...................... 37
20. CCWin Dial Pad Window—Directory Pull-Down Menu ..................... 38
21. CCWin Dial Pad Window—HAT Pull-Down Menu ........................ 40
22. CCWin Run HAT Window .................................... 40
23. CCWin Notes Window ...................................... 42
24. CCWin Notes Window ...................................... 45
25. CCWin Transfer Window ..................................... 46
26. CCWin Transfer Window—Data Pull-Down Menu ........................ 47
27. CCWin Transfer Window—Directory Pull-Down Menu ..................... 50
28. CCWin Conference Window ................................... 53
29. CCWin Conference Window—Data Pull-Down Menu ...................... 54
30. CCWin Conference Window—Directory Pull-Down Menu .................... 57
31. CallCoordinator for Windows Main Window—Call Log Pushbutton ............... 60
32. CallCoordinator for Windows Main Window—Features Pull-down Menu ............ 62
33. Enabling the Call Log ...................................... 63
34. CCWin Call Log Window ..................................... 64
35. Log Settings Window ...................................... 67
36. Log Settings View Folder .................................... 68
37. Log Settings Sort Folder ..................................... 69
38. Log Settings Filter Folder .................................... 71
39. Call Log Filter Type Box ..................................... 73
40. Call Log Filter Date Box ..................................... 74
41. Call Log Filter Time Box ..................................... 75
42. Call Log Filter Party Box ..................................... 76
43. Call Log Filter Phone Number Box ............................... 77
44. Call Log Filter Notes Box .................................... 78
45. Log Settings Overflow Folder .................................. 80
Copyright IBM Corp. 1994 vii
46. Log Settings Toolbar Folder ................................... 82
47. Call Log—No Toolbar ...................................... 83
48. Call Log Toolbar—Icons and Text ................................ 83
49. Call Log Toolbar—Icons Only .................................. 84
50. Call Log Toolbar—Text Only ................................... 84
51. Pushbuttons for Controlling the Call Log ............................ 85
52. CCWin Personal Directory Window ............................... 88
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. Evaluation and verification
of operation in conjunction with other products, programs, or services, except those expressly designated
by IBM, are the user’s responsibility.
IBM may have patents or pending patent applications covering subject matter in this document. The
furnishing of this document does not give you any license to these patents. You can send license
inquiries, in writing, to IBM Corporation, IBM Director of Licensing, 500 Columbus Avenue, Thornwood,
New York, 10594, United States.
Trademarks and Service Marks
The following terms, denoted by an asterisk (*) in this publication, are trademarks or service marks of the
IBM Corporation in the United States or other countries:
CallCoordinator/2 CallPath
CallCoordinator IBM
The following terms, denoted by double asterisks (**) in this publication, are trademarks of other companies:
Trademark Owned By
AT&T American Telephone and Telegraph Company
DEFINITY American Telephone and Telegraph Company
Meridian 1 Northern Telecom Ltd.
Microsoft Microsoft Corporation
ROLM ROLM Systems
Windows Microsoft Corporation
Copyright IBM Corp. 1994 ix
x CallPath CallCoordinator for Windows: User’s Guide
About This Book
This book describes how to use IBM CallPath* CallCoordinator* for Windows to make, answer, transfer,
and set up three-way conference calls from your Windows-based computer. This book also describes
how to use the Call Log and Personal Directory features in CallCoordinator for Windows.
Note: In the remainder of this book, references to IBM CallPath CallCoordinator for Windows are abbreviated to “CallCoordinator for Windows.”
CallCoordinator for Windows runs under the Microsoft** Windows** 3.1 operating system. To use
CallCoordinator for Windows, you should know how to work in the Windows environment. If you are not
familiar with Windows, read the appropriate Windows documentation.
Who Should Use This Book
This book is for anyone who works with customers and clients over the telephone. Typical users of
CallCoordinator for Windows include agents who handle billing, order, and claim inquiries, as well as
catalog sales personnel, insurance and brokerage professionals, medical office personnel, and so on.
Note: The term “agent” is used generically in this book to refer to any user of this product.
Copyright IBM Corp. 1994 xi
How to Use This Book
This book describes how to use the CallCoordinator for Windows telephone, Call Log, and Personal
Directory features.
How This Book is Organized
This book has the following chapters:
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.
¹ Chapter 3, “Using the Telephone Features,” describes how to use the CallCoordinator for Windows
telephone features.
¹ Chapter 4, “Using the Call Log and Creating Your Personal Directory,” describes how to use the Call
Log and Personal Directory features.
Highlighting Conventions
The following highlighting conventions are used in this book:
Bold
Identifies the following types of information:
¹ Commands
¹ Filenames
¹ Directory names
¹ Information that you should type as shown
¹ Keys that you should press
Bold Italic
Identifies new terms defined in the text and in the glossary
Monospace
Identifies output examples, including the following:
¹ Defaults
¹ Messages from the system
¹ Specific data values
¹ Text displayed in windows
xii CallPath CallCoordinator for Windows: User’s Guide
What’s New in This Book
CallCoordinator for Windows Version 1.0.2 has new features. The following are described in this book:
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 logon and logoff capability, which enables agents to log on and log off supported switches
¹ Agent status indication capability, which enables agents to indicate their status (for example,
“Ready”)
¹ Target screen popup, which enables agents to accept or decline incoming data transfers
About This Book xiii
Where to Find More Information
For additional information about CallCoordinator for Windows, see
System Administrator’s Guide
CallCoordinator for Windows requires the IBM CallPath CallCoordinator/2* Server product. For information about the IBM CallPath CallCoordinator/2 Server and other IBM CallCoordinator/2 products, see the
following publications:
CallPath CallCoordinator for OS/2 and Windows General Information
¹
¹
CallPath CallCoordinator/2 System Administrator’s Guide
¹
CallPath CallCoordinator/2 User’s Guide
¹
CallPath CallCoordinator/2 Quick Reference Card
¹
CallPath CallCoordinator/2 Server System Administrator’s Guide
¹
CallPath CallCoordinator/2 Archive System Administrator’s Guide
¹
CallPath CallCoordinator/2 Messages
(SC31-6255).
(SC22-0075)
(SC22-0079)
(SC30-3620)
CallPath CallCoordinator for Windows
(GC22-0074)
(SC22-0076)
(SC22-0077)
(SC22-0078)
xiv CallPath CallCoordinator for Windows: User’s Guide
Chapter 1. Introducing CallCoordinator for Windows
This chapter introduces the features available in IBM CallPath CallCoordinator for Windows, which
consist of its telephone capability, Call Log, and Personal Directory. This chapter also lists some additional features that may be available to you, such as intelligent answering, if this product is customized
for your business. Finally, this chapter describes how Host Application Transaction (HAT) files are used
by your system administrator to provide the additional features.
Note: In the remainder of this book, references to IBM CallPath CallCoordinator for Windows are abbreviated to “CallCoordinator for Windows.”
What Is CallCoordinator for Windows?
CallCoordinator for Windows is a call-management product that can help you handle customer calls more
quickly and efficiently. It provides a set of telephone features that you can use conveniently from your
Windows-based computer to make, answer, and transfer calls, and to set up conference calls. You can
use these features with up to four lines on your telephone set. CallCoordinator for Windows also provides a Call Log for tracking your calls, and electronic telephone directories for enabling faster call handling.
Through CallCoordinator for Windows, you may also have one or more additional features that further
enhance your ability to give improved service to your callers. Which additional features you have
depends on how your system administrator customized this product for your business. For example,
CallCoordinator for Windows can provide the following additional features:
Intelligent answering
¹
at the same time you answer the call
¹
Coordinated voice and data transfer
data to another agent
¹
QuickKeys
, which enable you to automate many of your keyboard operations
, which enables you to have a caller's account record displayed on your screen
, which enables you to transfer both the call and the caller’s
CallCoordinator for Windows Features
CallCoordinator for Windows provides a telephone capability that you can use right from your Windowsbased computer, including a Note Pad feature that enables you to take notes while on a call. It also
provides a Call Log that collects call data for you, and a Personal Directory feature for faster handling of
customer calls.
Telephone Features: CallCoordinator for Windows enables you to use your computer as if it were
a telephone, while you continue to use your computer as you normally do in your job. You can, for
example, answer, dial, and transfer calls using the CallCoordinator for Windows pushbuttons. Some
pushbuttons immediately execute a telephone function, such as the Answer and Hold pushbuttons.
Other pushbuttons open a window from which you access the telephone function, such as the Dial pushbutton which opens the CCWin Dial Pad window. From the CCWin Dial Pad window, you can dial a
number, select the number from a directory, select and update a directory, and select a HAT table.
Copyright IBM Corp. 1994 1
You can use the CallCoordinator for Windows telephone features from any of the telephone lines on your
set (four is the limit). Through CallCoordinator for Windows, you can also log on and log off your 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.
Notes Feature: CallCoordinator for Windows provides a note pad feature that enables you to take
notes while on the telephone with a caller. Your notes are stored by CallCoordinator for Windows and
easily retrieved through the Call Log.
See “Using the Notes Feature” on page 41 for instructions on using the CallCoordinator for Windows
Notes feature.
Call Log Feature: CallCoordinator for Windows provides a Call Log feature that collects data
about the calls you made, received, or missed. The data it collects includes the date and time of the call,
who the caller or called party was, the phone number, and the duration of the call. The Call Log also
indicates if you made any notes for the call. You can manage the Call Log data by, for example, sorting,
filtering, and printing it.
See “How to Use the Call Log” on page 63 for instructions on using this feature.
Personal Directory Feature: CallCoordinator for Windows enables you to set up your own per-
sonal (electronic) telephone directory. Called the Personal Directory, this feature simplifies making outbound calls to customers, as well as transferring calls to other agents and setting up three-way
conference calls.
See “How to Create Your Personal Directory” on page 87 for instructions on creating and maintaining
your Personal Directory. See Chapter 3, “Using the Telephone Features,” for instructions on using your
Personal Directory when making, transferring, and setting up three-way conference calls.
Customized CallCoordinator for Windows Features
Your system administrator can customize CallCoordinator for Windows so that you have available one or
more of the following additional features:
¹ Intelligent answering
¹ Coordinated voice and data transfer
¹ QuickKeys
¹ Access to a system directory
These features are intended to enhance your call handling capability and your access to the computer
applications you use in your business—such as applications for handling sales calls, service calls, and so
on.
Intelligent Answering: When your phone rings, CallCoordinator for Windows can automatically
retrieve the caller’s account data from your business database and instantly display it in your
window—even before you answer the call. This is called
2 CallPath CallCoordinator for Windows: User’s Guide
intelligent answering
. You do not have to ask
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.)
Similarly, CallCoordinator for Windows can automatically display a customer’s account data when you dial
the customer’s number. This enables you to have the data in your window immediately for every outbound customer call you make. See “Selecting a HAT Table for Making Outbound Calls” on page 39 for
more information about this capability.
Check with your system administrator to see if intelligent answering is implemented in your business.
Coordinated Voice and Data Transfer: When you transfer a call to another agent, you can
cause the customer’s account data displayed on your screen to appear on the other agent’s screen. The
data that the other agent receives is a read-only form of it, that is, the other agent cannot make changes
to it. (Along with the screen image, you can also transfer the customer’s ID, and any comment that you
want to make to the other agent.) This feature, called
CallCoordinator for Windows. Additionally, depending on how CallCoordinator for Windows is customized
in your business, you may also have the ability to transfer data in a form that
Check with your system administrator to see if this capability is implemented.
You can also perform a coordinated voice and data transfer when setting up a three-way conference call.
You and your co-worker are then able to talk to the customer and look at the same customer data
together.
coordinated voice and data transfer
the other agent can update
, comes with
.
See “How to Transfer Calls and Data” on page 46 and “How to Set Up Three-Way Conference Calls” on
page 53 for more information about coordinated voice and data transfers.
Faster Keyboard Operation through QuickKeys:
plus another key) that execute the steps in one keystroke that you usually do one at a time. For
example, you can perform your entire logon by pressing a QuickKey combination. Similarly, you can
move from one screen (such as a customer’s billing record) to another (such as an order screen) more
quickly and without data-entry mistakes by using QuickKeys.
QuickKey combinations are created by your system administrator. If this feature is implemented in your
business, see your system administrator for a list of the QuickKeys and their functions, and for
instructions on using them.
QuickKeys
are key combinations (Alt
Access to a System Directory: Your system administrator has probably made available a
system directory for your use with CallCoordinator for Windows. System directories usually contain the
names and numbers of all parties and entities that your company does business with—for example, customers, suppliers, service providers, and so on. If a system directory is available to you, CallCoordinator
for Windows can automatically dial any number in it for you.
Chapter 1. Introducing CallCoordinator for Windows 3
Note: Your business may have several different system directories. For example, one might be a
mailing list that the system administrator makes available to you during certain seasons. For information
about the system directory, see your system administrator.
See Chapter 3, “Using the Telephone Features,” for instructions on selecting and using system directories.
4 CallPath CallCoordinator for Windows: User’s Guide
How CallCoordinator for Windows Works
Figure 1 shows a typical environment that is configured for call handling with CallCoordinator for
Windows. The agents are equipped with computers that have CallCoordinator for Windows installed on
them.
Customer
LAN
Telephone
System
Switch
Voice
Voice
Data Data
CallPath
CallCoordinator for Windows
Business
Database
CallPath
CallCoordinator for Windows
Figure 1. Example of CallCoordinator for Windows Environment
CallCoordinator for Windows Environment: As shown in Figure 1, CallCoordinator for
Windows runs on personal computers connected to a local area network (LAN).
¹ The telephone system switch provides the call processing functions for your telephone.
CallCoordinator for Windows enables you to use those functions from your computer.
The telephone system switch can also provide information about each caller (such as the caller’s
telephone number) that calls your business. CallCoordinator for Windows can use that information
as a key in finding the caller’s account data in your business database.
¹ The business database has the programs and data (your customers’ account information) that your
business uses.
¹ The LAN provides the means to pass data between you and the business database, and you and the
other agents.
Host Application Transaction Files:
files developed by your system administrator to customize CallCoordinator for Windows for your business.
They are the means by which your system administrator can implement the additional CallCoordinator for
Windows features, such as intelligent answering, coordinated voice and data transfer, and QuickKeys.
HAT files, which are made up of HAT tables, contain the instructions that direct CallCoordinator for
Windows to provide these additional features.
Host Application Transaction (HAT) files
are special
Chapter 1. Introducing CallCoordinator for Windows 5
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 table contains the instructions that CallCoordinator for Windows follows to do all of this,
including processing the caller information provided by your telephone system switch. (Typically, the
switch provides the caller’s telephone number.) You can have this feature on each line available to you
(up to four).
Your system administrator can also create a HAT table to give you a feature similar to intelligent
answering, but which activates when you make outbound calls. For example, when you dial a customer’s
number, CallCoordinator for Windows (by executing the instructions in the table) can display the
customer’s account data on your screen at the same time. It is in front of you before the customer
answers your call.
QuickKeys are also created as tables in a HAT file.
6 CallPath CallCoordinator for Windows: User’s Guide
Chapter 2. Getting Started
This chapter describes what you should know about CallCoordinator for Windows before you begin to use
it.
How to Start CallCoordinator for Windows
CallCoordinator for Windows is already installed on your computer by your system administrator. The
installation process is described in
To start CallCoordinator for Windows, do the following:
1. Start your Windows session.
2. Click on the CallCoordinator for Windows icon in the Program Manager window, or press the
Ctrl+Tab key combination to select the icon, and press Enter.
The CallCoordinator for Windows group window appears, as shown in Figure 2.
CallPath CallCoordinator for Windows System Administrator’s Guide
.
Figure 2. CallCoordinator for Windows Group Window
3. Double-click on CCWin System, or using the arrow keys, move to the icon, and press Enter.
The CallCoordinator for Windows main window appears, as shown in Figure 3 on page 8. (Figure 3 on
page 8 shows CallCoordinator for Windows configured with four lines.)
Copyright IBM Corp. 1994 7
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.
Note: If you want CallCoordinator for Windows to start each time you start Windows, do the following:
1. Click on Window on the Program Manager menu bar.
2. Double-click on StartUp.
The StartUp window appears.
3. Highlight the CallCoordinator for Windows icon, and drag it into the StartUp window by
holding down the left mouse button.
8 CallPath CallCoordinator for Windows: User’s Guide
CallCoordinator for Windows Main Window
As shown in Figure 3 on page 8, the CallCoordinator for Windows main window has a menu bar and a
row of pushbuttons. The telephone features are used in the same way whether you access them from
the pushbuttons or from the menu bar.
The main window also includes a status line, next to a telephone icon, for displaying messages (such as
The Line is Idle) and a comment line for displaying comments.
If you have more than one line on your telephone set, the corresponding number of telephone icons are
displayed (up to four) if your system administrator configured your computer for that number. For
example, if you have four lines, and your system administrator configured all four, your CallCoordinator
for Windows main window will show four telephone icons. See “Status Messages” on page 10 and
“Setting the Colors for the Telephone Icons” on page 21 for more information about the icons.
Pushbuttons
The row of pushbuttons makes available the basic telephone features such as Dial, Answer, Transfer,
and so on, as well as the Call Log and Notes features.
Menu Bar
The menu bar has the following pull-down menus: Actions, Features, Settings, and Help.
¹ The Actions pull-down menu makes available the telephone features.
See Chapter 3, “Using the Telephone Features,” for instructions.
¹ The Features pull-down menu makes available the following items:
– Log on and agent activity control (if your telephone system switch supports these functions); see
“How to Log on to Your Switch” on page 30 and “How to Indicate Your Activity Status” on
page 32, respectively, for instructions.
– Note Pad; see “Using the Notes Feature” on page 41 for instructions.
– Call Log; see “How to Use the Call Log” on page 63 for instructions.
– Personal Directory; see “How to Create Your Personal Directory” on page 87 for instructions.
¹ The Settings pull-down menu makes available the following items:
– Displaying system messages; see “Displaying System Messages” on page 16 for instructions.
– Screen settings; see “Selecting the CallCoordinator for Windows Screen Mode” on page 17 for
instructions.
– Displaying the CallCoordinator for Windows main window for inbound calls; see “Displaying the
CallCoordinator for Windows Main Window on Inbound Calls” on page 20 for instructions.
– Color settings for the telephone icons; see “Setting the Colors for the Telephone Icons” on
page 21 for instructions.
Chapter 2. Getting Started 9
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. For example, if a call comes in to you
on line 3456, CallCoordinator for Windows displays either the name of the caller (Call from Summers
Frank) or the incoming number (Call from 2015551234) next to the icon. When there is no telephone
activity for line 3456, CallCoordinator for Windows displays The Line is Idle.
Additionally, when a telephone event occurs—such as when your telephone rings—the animation and
color of the icon reflect the status. For example, the icon turns to yellow when your telephone rings
(which is the default color for representing an incoming call) and is animated to indicate it is ringing.
When idle, the icon is gray. (See “Setting the Colors for the Telephone Icons” on page 21 for
instructions on changing the default colors.)
There is an icon and status message for each telephone line configured for your computer. The line
number is shown immediately below the icon. A checkmark next to the icon also indicates the selected
line. For more information about what status message is displayed and under what conditions, see the
instructions for each telephone feature in Chapter 3, “Using the Telephone Features.”
(You can also display system messages in your CallCoordinator for Windows window. See “Displaying
System Messages” on page 16 for information.)
Comment Line
You can send a comment to another agent when transferring a call, when setting up a three-way conference call, or any time during a call. You enter the comment using either the CCWin Transfer or CCWin
Conference window. The target agent sees your comment next to the telephone icon on their
CallCoordinator for Windows main window. If the target agent has more than one line, the comment
appears next to the telephone icon for the line they have selected. For example, you can send a
comment to another agent like the following:
Data received from Rhonda
Hi John, this customer wanted to talk to you about his order.
This feature is especially useful in environments with
making a transfer in such an environment, you can send a comment that may be helpful to the agent
receiving the transfer (the next available agent in the queue), even though the two of you never directly
communicate.
See “How to Transfer Calls and Data” on page 46 for more information about transferring a comment
using the CCWin Transfer window, and “How to Set Up Three-Way Conference Calls” on page 53 for
more information about transferring a comment using the CCWin Conference window.
automatic call distribution (ACD)
10 CallPath CallCoordinator for Windows: User’s Guide
groups. When
Making Selections in CallCoordinator for Windows
You can make selections in CallCoordinator for Windows using your mouse or keyboard.
Making Selections Using Your Mouse
CallCoordinator for Windows selections are presented as pushbuttons, pull-down menu items, radio
buttons, tabs, and checkboxes. In general, do the following to make a selection from a CallCoordinator
for Windows window:
Move the mouse pointer to the selection, and press the left mouse button once.
Opening a Pull-Down Menu: Pull-down menus are selected from CallCoordinator for Windows
menu bars. To open a pull-down menu, do the following:
Click on the selection you want on the menu bar.
The pull-down menu appears.
If the pull-down menu is not the one you want, just click on it again to cancel it, and choose the one you
want.
Selecting from a Pull-Down Menu: To select items from a pull-down menu, do the following:
1. Open the pull-down menu by clicking on it on the menu bar.
The pull-down menu appears.
2. Click on the selection you want.
Using Windows Pushbuttons: CallCoordinator for Windows also uses the basic Windows push-
buttons OK, Cancel, and Help:
OK Used in place of the Enter key
Cancel Used to cancel current entries or changes and return to the previous window
Help Used to get Help information
To use any of these pushbuttons, click on the one you want.
Canceling a Selection: You can cancel a selection in a window (or any entries that you made in
a window) by clicking on Cancel (or No)
For more information about using your mouse to make selections, see your Windows documentation.
Chapter 2. Getting Started 11
before
exiting.
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. To open a pull-down menu, do the following:
Simultaneously press the Alt key and the key indicated by the underlined letter of the selection
you want on the menu bar.
The pull-down menu appears.
If the pull-down menu is not the one you want, press the Alt key to cancel it, and choose the one you
want.
Selecting from a Pull-Down Menu: To select items from a pull-down menu, do the following:
1. Open the pull-down menu by pressing the appropriate Alt key combination.
The pull-down menu appears.
2. Using the ↑ or ↓ cursor keys, highlight the selection you want on the pull-down menu, and press
Enter.
or
Just press the key indicated by the underlined letter on the pull-down menu.
Using Windows Pushbuttons: To use the basic Windows pushbuttons—OK, Cancel, and
Help—do the following:
¹ Use the Tab key to move to the pushbutton.
¹ Press Enter.
Making Selections Using Control Key Combinations: You can use control key combi-
nations to select telephone features (dial, answer, hang up, transfer, conference, hold, and retrieve)
directly from the CallCoordinator for Windows main window. For example, to display the CCWin Dial Pad
window from the main window, just press Ctrl+D. You can also access the Notes feature in
CallCoordinator for Windows by pressing Ctrl+N.
To see the valid control key combinations in CallCoordinator for Windows, open the Actions pull-down
menu. Control key combinations are formed by simultaneously pressing the Ctrl key and the letter key
indicated by the underlined letter on the Actions pull-down menu.
12 CallPath CallCoordinator for Windows: User’s Guide
Canceling a Selection: You can cancel a selection in a window (or any entries that you made in
a window) only by doing the following:
1. Move to Cancel (or No) using the Tab key or a cursor key.
2. Press Enter.
These steps must be done
before
exiting.
Chapter 2. Getting Started 13
Managing Windows in CallCoordinator for Windows
This section describes how to perform basic operations in CallCoordinator for Windows.
Moving the CallCoordinator for Windows Main Window
You can move the CallCoordinator for Windows main window to any part of your screen. This enables
you to position it so that more of your regular screen is exposed.
Do the following to move the CallCoordinator for Windows main window:
1. Move your mouse pointer to the title bar at the top of the window (where it says CallCoordinator for
Windows).
2. Click and hold down the mouse button.
3. Drag the window to the location you want and release the mouse button.
The window stays in this location until you move it again or restart CallCoordinator for Windows.
You can move any window in CallCoordinator for Windows using the steps just described.
Closing a Window in CallCoordinator for Windows
You can close a window in CallCoordinator for Windows by using the Windows control menu box or the
exit options in CallCoordinator for Windows.
Using the Windows Control Menu Box: Windows in CallCoordinator for Windows can be
closed by using the Windows control menu box in the upper left-hand corner (it is represented by the
large dash).
Do the following to close a window using your mouse:
Double-click on the control menu box to close the window.
Do the following to close a window using your keyboard:
1. Press Alt+Spacebar.
A pull-down menu appears.
2. Press C or Alt+F4 to close the window.
14 CallPath CallCoordinator for Windows: User’s Guide
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