CallCoordinator/CICS - V 2 Documentation Updates

Last Updated: 17th June 2002

NOTE: The page numbers referenced in these documentation updates match the Version 2.1 documents available on this website. However, since the release of Version 2.1, the documents have been reformatted in FrameMaker. Therefore, these page references do not match the documents on the Genesys Documentation Library CD.

UQ41518 New function to maintain Agent state and ACD AGENT counts from the FEATURE_INVOKED message
This update is for the CallPath CallCoordinator/CICS for OS/390 Application Programming Guide
The Transfer Load Balancing API, CAMI705C, now returns four extra fields:
  • CAMC705-LBA-AVAIL-COUNT which is defined as
    PIC 9 length 3.
  • CAMC705-LBA-TOT-Q-COUNT which is defined as
    PIC 9 length 3.
  • CAMC705-LBA-TOT-Q-ABSTIME which is defined as
    PIC S9 COMP-3 of length 15.
  • LOGON-COUNT will contain the number of agents logged on in zoned decimal format.
AVAIL-COUNT will contain the number of agents available, i.e. ready, in zoned decimal format.
TOT-Q-COUNT will contain the cumulative number of calls that have been queued at this ACD Group in zoned decimal format.
TOT-Q-ABSTIME will contain the cumulative amount of time that calls have spent in queue at this ACD Group in packed decimal format which can be processed by the EXEC CICS FORMATTIME to obtain the HH:MM:SS format.

These fields are also available to the TLB algorithm, CAMB600C, as:

  • BPNT-AGENT-LOGON-COUNT
  • BPNT-AGENT-AVAIL-COUNT
  • BPNT-TOTAL-QUEUED-COUNT
  • BPNT-TOTAL-QUEUED-ABSTIME
in the same format as above. This allows the user to modify the TLB algorithm to use these values to calculate how busy the ACD Groups are rather than using the static balance points and the queue count in the calculation. To take advantage of this the user MUST modify CAMB600C or their own TLB program as specified in the COR Telephony Settings Load Balancing Exit name.

It should be noted that a new parameter has been added to the Set Telephony Feature API called CAMC740-AGENT-STATUS so that the user can decide to only allow an agent to set features if that agent is signed on to CallCoordinator. Setting this parameter to 'Y' will mean that the API will set a return code of 10 if the agent is not signed on and will not send the feature request to the switch.

It is mandatory that this option be used if the user wants to take advantage of the Transfer Load Balancing enhancements that this New Function APAR introduces. This will ensure that the agent telephone is monitored for Feature_Invoked events so that CallCoordinator can keep track of telephone state changes.

It is also mandatory that the Switch Detail parameter 'Receive FI event messages' is set to 'Y' otherwise NO Feature_Invoked events will reach CallCoordinator. Users of this enhancement need to be aware of certain restrictions imposed by differences in the ways various switches report agent state changes.

Lucent Technologies G3 switch

The Lucent G3 does not support either an Invoke_Feature request or a Feature_Invoked message for STL_AGENT_READY but supports STL_AGENT_READY_EXPLICITLY and STL_AGENT_READY_IMPLICITLY. Unfortunately if the agent is made ready implicitly no Feature_Invoked event message flows at the end of a call to indicate that the agent is now ready. For this reason it is not recommended to use the Set Telephony Feature API with the Agent Activity of Ready Implicitly. Furthermore the Feature_Invoked event message for STL_AGENT_READY_EXPLICITLY only flows if the agent was made ready using the Set Telephony Feature with the Agent Activity of Ready Explicitly and NOT if the agent makes the handset ready manually. For this reason it is not recommended to use any of the agent features manually. If the above recommendations are not followed then the ACD Agent Status held in the Agent Table will not reflect the true state of the agent's handset nor will the ACD group's agents logged on and available counts be accurate in the Balance Point Table.

Aspect CallCenter

It should be noted that when an agent logs on the TeleSet immediately goes into 'Not Ready' state so the state 'Logged on' will not be seen in the agent record. It should also be noted that when the agent terminates the call and the TeleSet goes into Wrap Up mode no Disconnected event flows until the agent goes out of Wrap Up. Therefore the after call work known as Wrap Up on the Aspect is all part of the telephone call from a CTI perspective.

Siemens Hicom 300E

This switch fully supports both requests and events.

Other switches

This enhancement has not been tested on any of the other CallCoordinator supported switches and its effectiveness will depend upon the level of support provided for Invoke_Feature and Feature_Invoked by that switch.

UQ43959 Allow user to search agent table with a key of Switch Id and Position Id
This update is for the CallPath CallCoordinator/CICS for OS/390 Application Programming Guide
The Inquire Call Data API, CAMI720C, has been enhanced to allow the user to search the Agents table by specifying the Switch-Id and Position Id.

The following paragraph in "How to use this API" on page 42 of the "Callpath CallCoordinator/CICS for OS/390 Application Programming Guide"

Specify the Switch ID and Extension ID or the Terminal Id or the Agent ID. If more than one selection criteria is specified, the API uses the criteria in Switch ID and Extension ID, Terminal ID, Agent ID order, ignoring subsequent criteria
should be changed to read
Specify the Switch ID and Extension ID or the Terminal Id or the Agent ID or the Switch ID and Position Id. If more than one selection criteria is specified, the API uses the criteria in Switch ID and Extension ID, Switch ID and Position Id, Terminal ID, Agent ID order, ignoring subsequent criteria
Table 13 on pages 43 and 44 of the same book should include the following entry:
"SRCH-POS-ID PIC X(8) In Position Identifier." after the "SRCH-SYSID" field.

UQ54071 CallCoordinator/CICS V2: Provide an INQUIRE CALLCOORDINATOR/CICS STATUS API
This update is for the CallPath CallCoordinator/CICS for OS/390 Application Programming Guide

Inquire System Status API (CAMI725C)

What this API does

This APAR makes available the status of the CallCoordinator/CICS system. The The following information is retrieved via this API:
  • System Status: Active, Inactive, Starting, Stopping, Purged
  • System date and time: The time the system became active
  • Date and time of each LRT: The last posted date and time for each long-running task
  • Status of each LRT: The status of each long-running task
  • Usage statistics: Current, highest, and percentage use of in-core tables

To use the Inquire System Status API in your application programs, do the following:

  1. Create a CICS communication data area in working storage of the program by copying the data area for this API. The fields for this data area are described below. The layout for this data area is provided in the CallCoordinator SEZPCOPY target library, member name CAMC725. Refer to the library member for the actual field names.

    If calling the API from COBOL II or later, INITIALIZE the Communication data area (CAMC725-COMMAREA-DATA) before setting any of the fields.
    CAMC725-FROM-PROGRAM-NAME
    PIC X(8).     		Input (Optional). The name of the program invoking this API.
    CAMC725-TO-PROGRAM-NAME
    PIC X(8).     		Input (Optional). The name of this API (CAMI725C).
    CAMC725-RETURN-CODE
    PIC X(4).     		Output (Optional). Indicates the result of the attempted operation.
    Possible values are:
    • 0 - No errors occurred.
    • 8 - API routing error. See the reason code under API Router on page 19.
    • 9 - System error. Sea reason code.
    CAMC725-SRCH-SYSID
    PIC X(4).     		Input
    (Optional for non-Sysplex).     		The CICS SYSID of the COR region in which the API is to execute.
    CAMC725-APPLID
    PIC X(8).     		Output The CICS Applid of the COR region in which the API has executed.
    CAMC725-CC-STATUS
    PIC X(1).     		Output The status of the COR.
    Possible values are:
    • A - Active
    • I - Inactive
    • U - StartUp
    • S - Shutdown
    • F - Failed
    CAMC725-SYSTEM-DATE
    PIC X(8).     		Output The date the system became active.
    CAMC725-SYSTEM-TIME
    PIC X(6).     		Output The time the system became active.
    CAMC725-CTM-DATE
    PIC X(8).     		Output The date when the Call Tracking transaction, V200 last posted.
    CAMC725-CTM-TIME
    PIC X(6).     		Output The time when the Call Tracking transaction, V200 last posted.
    CAMC725-CTM-STATUS
    PIC X(1).     		Output The status of the Call Tracking transaction, V200.
    Possible values are:
    • A - Active
    • I - Inactive
    CAMC725-MIS-DATE
    PIC X(8).     		Output The date when the MIS transaction, V400 last posted.
    CAMC725-MIS-TIME
    PIC X(6).     		Output The time when the MIS transaction, V400 last posted.
    CAMC725-MIS-STATUS
    PIC X(1).     		Output The status of the MIS transaction, V400.
    Possible values are:
    • A - Active
    • I - Inactive
    CAMC725-REC-DATE
    PIC X(8).     		Output The date when the Receiver transaction, V220 last posted.
    CAMC725-REC-TIME
    PIC X(6).     		Output The time when the Receiver transaction, V220 last posted.
    CAMC725-REC-STATUS
    PIC X(1).     		Output The status of the Receiver transaction, V220.
    Possible values are:
    • A - Active
    • I - Inactive
    CAMC725-EMQ-CURR-USAGE
    PIC X(7).     		Output The current number of event messages in use.
    CAMC725-EMQ-HIGH-USAGE
    PIC X(7).     		Output The highest number of event messages in use.
    CAMC725-EMQ-PCT-UTIL
    PIC X(3).     		Output The percentage utilization of the event messages.
    CAMC725-CDT-CURR-USAGE
    PIC X(5).     		Output The current number of call data records in use.
    CAMC725-CDT-HIGH-USAGE
    PIC X(5).     		Output The highest number of call data records in use.
    CAMC725-CDT-PCT-UTIL
    PIC X(3).     		Output The percentage utilization of the call data records.
    CAMC725-CDT-MAX
    PIC X(5).     		Output The maximum number of call data records.
    CAMC725-PDT-CURR-USAGE
    PIC X(5).     		Output The current number of party data records in use.
    CAMC725-PDT-HIGH-USAGE
    PIC X(5).     		Output The highest number of party data records in use.
    CAMC725-PDT-PCT-UTIL
    PIC X(3).     		Output The percentage utilization of the party data records.
    CAMC725-PDT-MAX
    PIC X(5).     		Output The maximum number of party data records.
    CAMC725-XDT-CURR-USAGE
    PIC X(5).     		Output The current number of connection records in use.
    CAMC725-XDT-HIGH-USAGE
    PIC X(5).     		Output The highest number of connection records in use.
    CAMC725-XDT-PCT-UTIL
    PIC X(3).     		Output The percentage utilization of the connection records.
    CAMC725-XDT-MAX
    PIC X(5).     		Output The maximum number of connection records.
    CAMC725-ADT-CURR-USAGE
    PIC X(5).     		Output The current number ofagent data records in use.
    CAMC725-ADT-HIGH-USAGE
    PIC X(5).     		Output The highest number of agent data records in use.
    CAMC725-ADT-PCT-UTIL
    PIC X(3).     		Output The percentage utilization of the agent data records.
    CAMC725-ADT-MAX
    PIC X(5).     		Output The maximum number of agent data records.
    CAMC725-MMQ-CURR-USAGE
    PIC X(5).     		Output The current number of MIS records in use.
    CAMC725-MMQ-HIGH-USAGE
    PIC X(5).     		Output The highest number of MIS records in use.
    CAMC725-MMQ-PCT-UTIL
    PIC X(3).     		Output The percentage utilization of the MIS records.
    CAMC725-MMQ-MAX
    PIC X(5).     		Output The maximum number of MIS records.
    CAMC725-REASON-CODE
    PIC X(5).     		Output Possible values are:
    • 16 - Invalid Commarea.
    • 20 - Table Addressing error.

  2. Move the data to the input fields of the CICS communication data area created for this API.

  3. Code the following CICS command into your application program: 
          EXEC CICS LINK PROGRAM('CAMI725C')
                     COMMAREA(CAMC725-COMMAREA)
                     LENGTH(CAMC725-COMMAREA-LEN)
                     END-EXEC.

  4. Test the value returned in the return code field in the CICS communication data area to determine if operation of the API was successful.

  5. If operation of the API was not successful, take action applicable to the error indicated by the return code.

If operation of the API was successful, the output fields of the communication data area contain the System statistics information

UQ54137 Allow CallCoordinator/CICS agents to delete any existing call data records during the signon API (CAMI710C).
This update is for the CallPath CallCoordinator/CICS for OS/390 Application Programming Guide
Table 11, Page 8 of 8, CICS Communication Data Area for the SignOn API, CAMC710, on page 35 of the Callpath CallCoordinator /CICS Application Guide needs to be updated as follows:
USER-AREAPIC X 100InUser area.
CLEAR-CALLPIC X 1InIndicates whether to delete Calldata associated with the agent during signon.
  • Y - Delete Calldata
  • N - Do not delete Calldata
Default is 'N'.
RESERVEDPIC X 672N/AReserved for future use

UQ54141 Further improvements to call tracking routines on resource tracking switches
This update is for the CallPath CallCoordinator/CICS for OS/390 Application Programming Guide
The table on Page 187 of the Application Programming Guide should be updated to inform the users of 2 new values for the field:
END-CODE.

These values are as follows:

  • T - A call on a Resource Tracking switch was deleted because there were no remaining monitored resources.
  • D - An old call associated with an agent was deleted during Agent Sign-On (CAMI710C).

UQ55775 Facility to inquire on an ACD Group's queue count without using a function
This update is for the CallPath CallCoordinator/CICS for OS/390 Application Programming Guide
The CallPath CallCoordinator/CICS Application Programming Guide Chapter 7. Transfer Load Balancing has been updated.

Page 145 of SC34-5397-01 has been modified to add the ACTION of 4, CAMC705-ACT-ACD-GROUP, whose description will read:

Return the queue-count, logged-on agents, available agents and balance point numbers for the specified ACD Group
Page 145 should also be updated with REASON-CODE value of '9', CAMC705-RE-NO-ACD-GROUP, which will indicate that the API request failed as an action of CAMC705-ACT-ACD-GROUP was used to request the queue counts etc of an ACD Group but no value was entered in the ACD-GROUP field.

Page 146 should be updated to indicate that ACD-GROUP is now an Input and Output field.

UQ55912 CAMI715C - Agent login and available counts not maintained correctly.
This update is for the CallPath CallCoordinator/CICS for OS/390 Application Programming Guide
Page 37 of the CallPath CallCoordinator/CICS Application Programmimg Guide, should be updated under the heading "What this API Does" to read:
When this API is invoked the Agent Status will be set to 'OF' (Logged Off) because no further event messages will be receive for this agent's resource as monitoring will be stopped. A side effect of this is that the agent's handset may not be in the Logged Off state and it is the application's responsibility to synchronise the handset with this state by logging the agent off before permitting the agent to sign on to CallCoordinator again

UQ57353 Casual User Restore API issues error message CAMS029E to the log when a call is not found
This update is for the CallPath CallCoordinator/CICS for OS/390 Application Programming Guide
Please note that there is a new return code documented in the CAMC760 copybook. This copybook is used with the Casual User Restore API (CAMI760C).

The new Return Code has a value of 6 and indicates that there is no Active call associated with this terminal.

Chapter 3, page 65, of the Application Programming Guide should be updated to include this new return code as follows:

  • 6 No Call Found.

UQ57679 New exit point in CAMI705C (TLB API) required to enable user to select a diallable number for the IST number
This update is for the CallPath CallCoordinator/CICS for OS/390 Application Programming Guide
The following section needs to be added to Chapter 7 'Transfer Load Balancing' in the Application Programming Guide.

Inter Switch Tracking Number Exit (CAMB601C).

What the Inter Switch Tracking Number Exit Does.

The IST Number exit is an exit which enables the user to select a dialable number for the IST number that has been reserved. This exit point occurs in the Transfer Load Balancing API after an IST number has been reserved. The input parameters are the Load Balancing function and the IST number reserved. The output parameters are the Dialable number and the return code. This dialable number is then moved to the CAMC705-PRIMARY-NUMBER field.

What the sample IST Number Exit (CAMB601C) Does.

The sample exit just passes back the IST Number as the dialable number.

How to Use This Exit.

To write your own version of the IST Number exit do the following:

  1. Write your own exit using the supplied CAMC001 copybook for input and output parameters or modify the supplied sample source CAMB601C.(see Table 31a).
  2. Enter the name of your exit in the IST Number Exit field in the COR Telephony Settings panel
Table 31a.
CICS communication Data Area between IST Number exit and the Load Balancing API (CAMC001).
FieldAttributes/td>In/OutDescription
COMMAREAN/AN/A01 Level Name
COMMAREA-LENPIC S9(4) COMP VALUE +300 InLength in bytes of the CICS communication data area
COMMAREA-DATAN/AN/A03 Level Name
FUNCTIONPIC X(10)InTLB Function Name
ISTN-NUMBERPIC X(10)InReserved IST Number.
RETURN-CODEPIC 9(04)OutIndicates the result of the exit.
  • 0 - The PRIMARY-NUMBER in the TLB API is set to the dialable number below.
  • Other - The reserved IST number is released and the TLB API returns with a Return Code = 1 and a Reason Code = 9.
DIAL-NUMBERPIC X(32)OutDialable Number
Table 29 in the Application Programing Guide, needs to be updated to include the following 2 REASON CODES:
  • Reason Code of 9. The IST Number exit returned with a Non Zero Return Code. No number was reserved.
  • Reason Code of 10. The link to the IST Number Exit failed. No number was reserved.
The section titled "Configuring the CallCoordinator Telephony Settings" in Chapter 20, Configuring System Administration, in the System Management Guide needs to be changed as follows;
All references to "Satellite Options" should be removed.
A new field, "IST Dialable Number Exit", has replaced the "Satellite Options" field in the panel.

The section titled "Modifying Telephony Settings" in Chapter 26 , Operating the CallCoordinator System , in the System Management Guide, SC34-5395-01 needs to be changed as follows;

  • All references to "Satellite Options" should be removed.
  • A new field, "IST Dialable Number Exit", has replaced the "Satellite Options" field in the panel.

    The description of this field should read as follows:

    IST Dialable Number Exit - indicates the name of the customer Application that will set the Primary Number in the Transfer Load Balancing API to a dialable number. For more information on this exit see the Application Programming Guide.

UQ58642 Extensions Update panel
This update is for the CallPath CallCoordinator/CICS for OS/390 System Management Guide
The following additions or updates should be made to the 'System Management Guide' for Callpath CallCoordinator/CICS for OS/390.

On page 105, Chapter 13, The following should be added to the VSAM file list;

  • "Position Id ,CAMKPOSV"
On page 106, Chapter 13. The following entry should be added to Table 24.
  • "CAMKPOSJ - Allocate , initialize, and migrate the Position Id files."
On page 118, Chapter 14, The following entries should be added to Figure 4.
  • "CAMKPOSV DD DISP=SHR,DSN=_HLQ_._.VER_.CAMAPOSV.KSDS"
  • "CAMKPOSX DD DISP=SHR,DSN=_HLQ_._.VER_.CAMAPOSV.PATH"
On page 145, Chapter 19, Figure 7 , Flow of CallCoordinator System Administration Panels needs to be updated to include a branch from option 4,VA40, to option 8. The option 8 box should include the following:
  • "VA4F - Position Ids".
On page 147, Chapter 19, Table 30 should be updated to include an entry for VA4F as follows:
VA4F. Position IdsUse this table to administer Extension Id and Position Id entries on the NT Meridian SL1. Option 4 on V800, followed by option 8.

On page 149, Chapter 19.
On page 173,183 and 186 of Chapter 20.
On pages 191,193 and 195 of Chapter 21.
On pages 198 of Chapter 22.
The VA40 screen should include an entry for Option 8, as follows: 

 VA40            CallCoordinator V2.1   Resource Definition      2002/05/24
                                  Main Menu                      10:40:46AM
 Select one of the following.  Then press Enter.
 _  1. Switches
    2. Agents
    3. DNIS to Application
    4. Trunk to Application
    5. Pilot to Application
    6. Additional Monitored Resources
    7. Transfer Load Balancing
    8. Position Ids - NT Meridian 1 only

 COR Sysid:  CORC        TermID: TC35          Local System Status: ACTIVE
On page 230, Chapter 25, Figure 30, Flow of CallCoordinator System Administration Panels needs to be updated to include a branch from option 4,VA40 ,to option 8. The option 8 box should include the following:
  • "VA4F - Position Ids"
On page 232, Chapter 25, Table 39 should be updated to include an entry for the Position Id panel under "Maintining Agent Environment" and should be as follows;
Adding, changing, or deleting Position Id entries. Position Id4.8 See maintaining the Position Environment in Chapter 27 on page 262

On page 262, Chapter 27. The following section should be added on this page:

Maintaining Position Ids.

This panel is for use by Nortel Meridian SL1 users only. Use this panel to view, add, change, or delete information about Position Ids used by CallCoordinator. You can assign specific position identifiers to extensions. You can then select to monitor by the Position Ids rather than by extension.

This panel appears when you select option 4 from V800 followed by option 8.

The position identifier must be defined in this table in order for it to be displayed on other panels .

You can order the list to begin at a specific position identifier by typing in the appropriate search criteria in the search fields. Valid search criteria are:

  • Switch Id
  • Switch Id and Ext Id combined
  • Switch Id and Position Id combined
You can add, change, delete, or insert an entry by selecting the following Action codes:
  • 1 - Add
  • 2 - Change
  • 3 - Delete
  • 4 - Insert
Note: The 'Switch + Ext Id' and the 'Switch + Position Id' is a One-to-One relationship.

Extension Update panel 

 VA4F              CallCoordinator V2.1   Resource Definition   2002/05/24
                                  Position Ids                  10:45:22AM

                        Switch ID       Ext ID           Position ID
 Position to  . . . . . ________        __________        ________
 Type action codes.  Then press Enter.
    1=Add   2=Change   3=Delete   4=Insert                 More:
  Act    Switch ID   Ext ID       Position ID
   _     ALPINE__    42324_____    89092___
   _     ALPINE__    42472_____    88472___
   _     ALPINE__    42497_____    88497___
   _     ALPINE__    43377_____    88377___
   _     I20_____    43041_____    89929___
   _     MERIDIAN    1_________    11______
   _     MERIDIAN    4_________    44______
   _     MERIDIAN    5_________    55______
   _     MERIDIAN    9_________    99______
   _     ________    __________    ________
 COR Sysid:  CORC        TermID: TC35

UQ59878 Provide CICS TS 1.3 RDO definitions for the Temporary Storage Tables in CALLCOORDINATOR/CICS V210
This update is for the CallPath CallCoordinator/CICS for OS/390 Application Programming Guide
The 'TST' entry in "Table 20. CallCoordinator Modules" on page 103 of the System Management Guide needs to be updated as follows:
TSTCAMKTS41
CAMKTS12		TST entriesYes Yesno

References to macros CAMKTS13 and CAMKTA13 should be removed from "Table 21.CICS Jobs Using CallCoordinator/CICS Table Macros " on page 103 of the System Management Guide. Also the entry for job CAMKTSAJ can be removed from the table.

The section "Defining Temporary Storage Table Entries" on page 112 of the System Management Guide should include the following:

For CICS 4.1 and TS 1.2 only. For TS 1.3 use the supplied RDO job as listed in Table 22 on page 104.
The section "Defining the Shared TSQ Structure to the Coupling Facility" on page 127 of the System Management Guide no longer applies and should be removed.

UQ62078 The MIS process is disabled when the MIS Long Running Task has not posted a time for 2 minutes and message CAMA540E is issued.
This update is for the CallPath CallCoordinator/CICS for OS/390 Application Programming Guide
Note: Error messages CAMA532E and CAMA540E have been changed to warning messages CAMA532W and CAMA540W

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