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Chapter 1. Introducing CallCoordinator for Windows
This chapter introduces the features available in IBM CallPath CallCoordinator for Windows, which
consist of its telephone capability, Call Log, and Personal Directory. This chapter also lists some addi-
tional features that may be available to you, such as intelligent answering, if this product is customized
for your business. Finally, this chapter describes how Host Application Transaction (HAT) files are used
by your system administrator to provide the additional features.
Note: In the remainder of this book, references to IBM CallPath CallCoordinator for Windows are abbre-
viated to “CallCoordinator for Windows.”
What Is CallCoordinator for Windows?
CallCoordinator for Windows is a call-management product that can help you handle customer calls more
quickly and efficiently. It provides a set of telephone features that you can use conveniently from your
Windows-based computer to make, answer, and transfer calls, and to set up conference calls. You can
use these features with up to four lines on your telephone set. CallCoordinator for Windows also pro-
vides a Call Log for tracking your calls, and electronic telephone directories for enabling faster call han-
dling.
Through CallCoordinator for Windows, you may also have one or more additional features that further
enhance your ability to give improved service to your callers. Which additional features you have
depends on how your system administrator customized this product for your business. For example,
CallCoordinator for Windows can provide the following additional features:
Intelligent answering
, which enables you to have a caller's account record displayed on your screen
at the same time you answer the call
Coordinated voice and data transfer
, which enables you to transfer both the call and the caller’s
data to another agent
QuickKeys
, which enable you to automate many of your keyboard operations
CallCoordinator for Windows Features
CallCoordinator for Windows provides a telephone capability that you can use right from your Windows-
based computer, including a Note Pad feature that enables you to take notes while on a call. It also
provides a Call Log that collects call data for you, and a Personal Directory feature for faster handling of
customer calls.
Telephone Features: CallCoordinator for Windows enables you to use your computer as if it were
a telephone, while you continue to use your computer as you normally do in your job. You can, for
example, answer, dial, and transfer calls using the CallCoordinator for Windows pushbuttons. Some
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 push-
button which opens the CCWin Dial Pad window. From the CCWin Dial Pad window, you can dial a
number, select the number from a directory, select and update a directory, and select a HAT table.
Copyright IBM Corp. 1994 1