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H
HAT file. Host Application Transaction file.
Host Application Transaction (HAT) file. A set of
tables containing commands for interaction between the
CallPath CallCoordinator for Windows computer and
host computers. When the tables are executed, the
actions specified in the tables are carried out on the
host.
host computer. A computer that provides customer
application and database services. In a CallPath
CallCoordinator for Windows environment, the host com-
puter can be a System/390, System/370, Application
System/400, System/36, or Personal System/2, commu-
nicating with CallCoordinator/2 through 3270 or 5250
emulation or by a device driver.
I
icon. A graphical representation of an object, consisting
of an image, background, and label.
intelligent answering. Coordination of an incoming call
with a computer display of information about the call.
CallPath CallCoordinator for Windows can use telephony
data, such as ANI and DNIS, to provide intelligent
answering for incoming calls.
L
LAN. Local area network.
local area network (LAN). A data network located on
the user’s premises which uses serial transmission for
direct data communications among devices, such as
workstations. In a CallPath CallCoordinator for Windows
installation, the workstations, Server(s), Archive, and
SwitchServer/2 all communicate over the LAN. Host
communications may also take place over the LAN.
O
operating system. Software that controls the execution
of programs on a computer.
Operating System/2 (OS/2). An advanced, multitasking
operating system with extensions for supporting host
computer communications, local area networks, and
relational databases. OS/2 has a CUA-compliant graph-
ical user interface, called Presentation Manager.
outbound call. A telephone call that was originated by
a party associated with the local switch and that is
directed toward a remote party. In this book, it refers to
calls made by agents in the call center.
OS/2. Operating System/2.
P
PBX. Private branch exchange.
private branch exchange (PBX). A telephone
switching system, located on a call center’s premises,
that transmits calls to and from the public telephone
network. Many PBXs provide advanced telephony and
data communication features.
Q
QuickKey. A combination of keys, such as Alt+Q, that
provides a shortcut for executing a complex series of
commands. QuickKeys are defined by the system
administrator and can be customized according to the
needs of each service representative.
S
service representative. Synonym for
agent
.
session. A logical connection between a workstation
and a host computer that allows them to communicate
and exchange data. CallPath CallCoordinator for
Windows allows the computer to have multiple sessions
on one or several host computers.
system administrator. An Individual responsible for
installing, configuring, and managing CallPath
CallCoordinator for Windows.
T
telephony. The use or operation of systems for the
transmission of voice or data between separate points.
94 CallPath CallCoordinator for Windows: User’s Guide