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CallPath CallCoordinator for Windows User’s Guide Version 1 SC31-6254-01.
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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.
Contents Notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix Trademarks and Service Marks .................................... i x About This Book ........................................... x i Who Should Use This Book .
Using the Actions Pull-Down Menu ................................. 2 8 How to Log on to Your Switch ..................................... 3 0 How to Indicate Your Activity Status .................................. 3 2 How to Make Calls ...............
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 .
46. Log Settings Toolbar Folder ................................... 8 2 47. Call Log—No Toolbar ...................................... 8 3 48. Call Log Toolbar—Icons and Text ................................ 8 3 49. Call Log Toolbar—Icons Only .
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.
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.
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.
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 wo.
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.
You can use the CallCoordinator for Windows telephone features from any of the telephone lines on your set (four is the limit). Through CallCoordinator for Windows, you can also log on and log off your tele- phone system switch, and indicate your activity status—just as you currently do from your telephone set.
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.
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.
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.
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.
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.
Figure 3. CallCoordinator for Windows Main Window To help you get started, the rest of this chapter describes how to perform some basic Windows oper- ations in CallCoordinator for Windows. Chapter 3, “Using the Telephone Features,” provides the instructions for using all of the telephone features in CallCoordinator for Windows.
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.
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.
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.
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.
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.
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.
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 .
Displaying System Messages CallCoordinator for Windows generates messages and stores them in a special file if there are any prob- lems with its operation. Ordinarily, CallCoordinator for Windows does not display these messages unless you elect to have them displayed.
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.
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.
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.
Displaying the CallCoordinator for Windows Main Window on Inbound Calls The CallCoordinator for Windows main window normally is in the foreground of your screen. If it is hidden by other windows when you get a call, the CallCoordinator for Windows main window automat- ically comes to the foreground.
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.
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 ).
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 .
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.
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.
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.
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 En.
Figure 12. CallCoordinator for Windows Main Window—Actions Pull-Down Menu The telephone features work the same way whether you access them from this menu or from the push- buttons. Instructions on using them are presented in this chapter for use with your mouse.
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.
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.
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.
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.
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.
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.
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.
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.
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).
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.
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 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.
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).
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.
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.
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 may find this feature most useful when transferring to an ACD group in that it enables you to leave a comment for the next available agent. You can enter up to 254 characters (the box scrolls). Your comment appears on the target agent’s or the next available agent’s window, next to the tele- phone icon.
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.
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.
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.
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.
4. Click on the entry that you want to update. (Use the scroll arrows to scroll through the list if neces- sary.) CallCoordinator for Windows displays the entry. 5. Move to the appropriate box. 6. Make your changes using the ← ( Backspace ) or Del key to delete any characters, and enter any new ones.
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).
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. 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.
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.
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.
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.
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.
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.
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.
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.
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.
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 . 66 CallPath CallCoordinator for Windows: User’s Guide.
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.
Setting the View: The View setting enables you to specify which columns of information are dis- played when you open your Call Log. The default view consists of the following seven columns of infor- mation: Date, Time, Type (for example, outgoing call), Party (the caller’s or called party’s name), Phone Number, Duration, and Notes.
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.
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 dis- played when you view the Call Log.
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.
Filtering the Type Column: If you are filtering the Type column, the Edit Filter box displays the Filter Type box (see Figure 39), with the following call types: ¹ Incoming calls ¹ Outgoing calls ¹ Missed calls ¹ Incoming and outgoing calls ¹ Incoming and missed calls ¹ Outgoing and missed calls Do the following to filter the Type column: 1.
Filtering the Date Column: If you are filtering the Date column, the Edit Filter box displays the Filter Date box (see Figure 40). Do the following to filter the Date column: 1.
Filtering the Time Column: If you are filtering the Time column, the Edit Filter box displays the Filter Time box (see Figure 41). Do the following to filter the Time column: 1.
Filtering the Party Column: If you are filtering the Party column, the Edit Filter box displays the Filter Party box (see Figure 42). Do the following to filter the Party column: 1. Enter the name in the Filter box. The name should be entered as shown in the Call Log.
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.
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.
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.
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.
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.
Setting the Toolbar: CallCoordinator for Windows enables you to customize the toolbar in your Call Log window. Your choices are as follows: ¹ No toolbar ¹ Icon and text toolbar ¹ Icon only toolbar ¹ Text only toolbar Do the following to set the toolbar for the Call Log window: 1.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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 ad.
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, .
displaying CallCoordinator for Windows main window on inbound calls, controlling 20 F Features pull-down menu 61 H HAT (Host Application Transaction) file See Host Application Transaction (HAT) file h.
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 3.
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