IBM Books

Planning, Installation, and Problem Determination Guide

Table of Contents

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Tables

About This Book

  • Who Should Use This Book
  • How This Book is Organized
  • Highlighting Conventions
  • Where to Find More Information

    • Chapter 1. An Overview of CallPath

  • An Introduction to CallPath
  • CallPath Server
  • CallPath Enterprise Server
  • CallPath Enterprise Daemons
  • CallPath Enterprise Client
  • Product Availability by Switch and Platform
  • System Architecture

    • Chapter 2. Features of the CallPath Enterprise Option

  • Call Control and Monitoring
  • ACD Queue Monitoring
  • Intelligent Call Answering and Transferring
  • Inter-Switch Intelligent Call Transfer
  • Network ACD
  • CallPath Enterprise Extension Data Daemon
  • CallPath Enterprise Configuration Daemon
  • CallPath Enterprise JTAPI Daemon

    • Chapter 3. Hardware and Software Requirements

  • The CallPath Enterprise Server
  • Hardware and Software Requirements
  • Switch Requirements
  • CallPath Enterprise Client
  • AIX Workstation
  • OS/2 Workstation
  • Windows 95 or Windows NT Workstation
  • Windows 3.11 Workstation
  • SCO UNIX Workstation
  • CallPath Enterprise JTAPI Configuration Utility

    • Chapter 4. Installing the CallPath Enterprise Option

  • Before You Begin
  • Installation Package Contents
  • Directories and Subdirectories Created During Installation
  • Installing CallPath Enterprise Components on AIX
  • Uninstalling CallPath Enterprise Components on AIX
  • Installing CallPath Enterprise Components on OS/2
  • Uninstalling CallPath Enterprise Components on OS/2
  • Installing CallPath Enterprise Components on Windows 95 or Windows NT
  • Uninstalling CallPath Enterprise Components on Windows 95 or Windows NT
  • Installing the CallPath Enterprise Client on Windows 3.11
  • Installing the CallPath Enterprise Client for SCO UNIX

    • Chapter 5. Customizing CallPath Enterprise Components

  • Customizing CallPath Enterprise Components
  • Customizing for AIX
  • Customizing for OS/2
  • Customizing for Windows 95 or Windows NT
  • Using Environment Variables
  • Optional Environment Variables
  • Setting Environment Variables

    • Chapter 6. Configuring CallPath Enterprise Components

  • Configuration Considerations
  • CallPath Enterprise Client/Server Relationships
  • Network Protocol Considerations
  • Using the CallPath Enterprise Configuration Utility
  • Remote Administration of CTI Features
  • Configuring CallPath Enterprise Component INI files
  • CallPath Enterprise INI File Sections and Examples
  • The BEACON_INFORMATION Section
  • The DAEMONS Section
  • The DIAG Section
  • The DISPATCHER Section
  • The INITIALIZATION Section
  • The USERS Section
  • CallPath Enterprise Server INI File Example
  • CallPath Enterprise Client INI File Example
  • CallPath Enterprise Daemon INI File Example
  • Configuring the CallPath Enterprise Windows 3.11 Client
  • Configuring the CallPath Enterprise SCO UNIX Client
  • Configuring the CallPath Enterprise Conversant UNIX Client
  • Configuring CallPath Enterprise Call Control and Monitoring
  • The AGENT_EXTENSIONS Section
  • The VRU_EXTENSIONS Section
  • The AGENTIDS Section
  • The ACD_GROUPS Section
  • The OTHER_RESOURCES Section
  • The SWITCH Section
  • The TADSCP Section
  • Example of CallPath Enterprise Configuration INI File Containing Call Control and Monitoring Sections
  • Configuring the CallPath Enterprise Extension Data Daemon
  • Configuring CallPath ACD Queue Monitoring
  • Configuring CallPath Network ACD
  • Configuring CallPath Inter-Switch Intelligent Call Transfer
  • The TADSRICT Section
  • The TADSRICT_DIALRES Section
  • The TADSRICT_SERVERS Section
  • The TADSRICT_TRANSFERPOOL Section
  • Configuring the JTAPI Daemon and the Telephony Toolkit
  • Configuring the JTAPI Daemon
  • Configuring the Telephony Toolkit

    • Chapter 7. Running CallPath Enterprise Components

  • Back Level Switch Limitations
  • Starting and Stopping CallPath Enterprise Components
  • Starting and Stopping CallPath Enterprise Components on AIX
  • Starting and Stopping CallPath Enterprise Components on OS/2
  • Starting and Stopping CallPath Enterprise Components on Windows NT
  • Starting and Stopping the CallPath Enterprise Client for Windows 3.11
  • Starting and Stopping the CallPath Enterprise Client for SCO UNIX
  • Starting and Stopping the CallPath Enterprise Client for Conversant UNIX
  • Verifying CallPath Enterprise Components
  • Verifying the CallPath Enterprise Server and the CallPath Enterprise Client on AIX
  • Verifying the CallPath Enterprise Server and the CallPath Enterprise Client on OS/2
  • Verifying the CallPath Enterprise Server and the CallPath Enterprise Client on Windows NT
  • Verifying the CallPath Enterprise Client for Windows 3.11
  • Verifying the CallPath Enterprise Client for SCO UNIX
  • Verifying the CallPath Enterprise Client for Conversant UNIX

    • Chapter 8. Using the CallPath HAT Facility

  • An Introduction to the CallPath HAT Facility
  • Interfacing to Host-Based Applications
  • Interfacing to Client/Server Applications Using DDE
  • Additional HAT Functions
  • An Introduction to HAT Tables
  • Call Tables
  • Navigate Tables
  • QuickKey Tables
  • Installing the CallPath HAT Facility
  • Selecting a CallPath HAT Facility Initialization File
  • Loading an Initialization File
  • Copying an Initialization File
  • Using the CallPath HAT Facility Configuration Menu
  • Preferences
  • Host Emulator
  • Message Logging
  • Telephony
  • HAT File
  • HAT Table Mapping

    • Chapter 9. Creating and Editing HAT Files

  • Designing a HAT File
  • Using the HAT Editor
  • HAT File Example
  • Using User Variables
  • Using a Data File
  • Testing a HAT File
  • Testing a HAT File While It Executes
  • Testing a HAT File From the Run QuickKey Option
  • Testing a HAT File From the Run Call Table Option

    • Chapter 10. HAT Table Language Statements

  • Table Language Statements
  • Table Language Control Words
  • Table Language Data Components
  • Using Meta Control Words
  • .*--Comment
  • .IM--Imbed a File
  • .MS--Print a Compile Message
  • .SE--Set a Variable
  • Using Command Control Words
  • :ASSIGN--Assign a Value to a Variable
  • :BLINK--Turn HAT Window Frame Blinking On or Off
  • :CALLDRIVER--Call a Driver
  • :CLOSEFILE--Close a File
  • :COMPARE--Compare Text
  • :CURRENTSCREEN--Specify the Current Screen
  • :ELSE--Clause of an :IF Statement
  • :ENDIF--End an :IF Statement
  • :ENDNAVTABLE--End a NAVIGATE Table
  • :ENDQUICKKEY--End a QuickKey Definition
  • :ENDTABLE--End a Call Table Definition
  • :FINDSTRING--Find a String
  • :FINETUNE--Finetune a HAT Table
  • :GET--Get a String
  • :GOTO--Go to a Label
  • :IF--Alter the Flow of Control
  • :INSERTCHAR--Insert Characters
  • :LABEL--Specify a Label
  • :MESSAGE--Display a Message
  • :NAVIGATE--Execute a Navigate Table
  • :NAVTABLE--Begin a Navigate Table
  • :OPENFILE--Open a File
  • :OTHERWISE--Default Navigate Table
  • :PAUSE--Pause
  • :PUT--Put a String on a Host or Application Screen
  • :QUERYCURSORX--Locate the Row of the Cursor
  • :QUERYCURSORY--Locate the Column of the Cursor
  • :QUICKKEY--Define a QuickKey
  • :SENDKEY--Send a Keystroke
  • :SETCHECKS--Change Settings for Error Detection
  • :SETCURSOR--Set a Cursor Position
  • :SETSESSION--Set a Host or Application Session
  • :TABLE--Begin a Call Table
  • :TARGETSCREEN--Specify the Target Screen
  • :USERPROMPT--Prompt the User
  • :VERIFY--Verify the Host Screen
  • :WRITELN--Start a New Line
  • :WRITETXT--Write Text to a File

    • Chapter 11. CallPath HAT Facility Call Drivers

  • Using CallPath HAT Facility Call Drivers
  • Date and Time Call Driver (AZADTIME)
  • Date and Time Functions
  • Date and Time Call Driver Return Codes
  • DirectTalk/2 Call Driver (EXGDV)
  • DirectTalk/2 Call Driver Functions
  • DirectTalk/2 Call Driver Return Codes
  • Using the DirectTalk/2 Version 2.0 Call Driver
  • DirectTalk for AIX Call Driver (EXGD6)
  • Installing the DirectTalk for AIX Call Driver
  • DirectTalk for AIX Call Driver Functions
  • DirectTalk for AIX Call Driver Return Codes
  • Using CallPath Enterprise Client for OS/2 with DirectTalk for AIX
  • Dynamic Data Exchange (DDE) Client Call Driver (AZADDDEC)
  • DDE Client Call Driver Functions
  • DDE Client Call Driver Return Codes
  • Dynamic Data Exchange (DDE) Server Call Driver (AZADDDE)
  • DDE Server Call Driver Functions
  • DDE Server Call Driver Return Codes
  • Execute Program Call Driver (AZADPGM)
  • Execute Program Call Driver Functions
  • Execute Program Call Driver Return Codes
  • REXX Command Call Driver for OS/2 (AZADREXX)
  • REXX Command Call Driver Functions
  • File Call Driver (AZADIO)
  • File Call Driver Functions
  • File Call Driver Return Codes
  • Global Focus QuickKey Call Driver (AZADQKF)
  • Global Focus QuickKey Call Driver Functions
  • Global Focus QuickKey Call Driver Return Codes
  • Global HAT Variable Call Driver (AZADGLOB)
  • Global HAT Variable Call Driver Functions
  • Global HAT Variable Call Driver Return Codes
  • Host Emulator Call Driver (AZADHLPI)
  • Host Emulator Call Driver Functions
  • Host Emulator Call Driver Return Codes
  • Math Call Driver (AZADMATH)
  • Math Call Driver Functions
  • Math Call Driver Return Codes
  • MultiArchive Call Driver (AZADARC)
  • MultiArchive Functions
  • MultiArchive Call Driver Return Codes
  • String Call Driver (AZADSTRG)
  • String Call Driver Functions
  • String Call Driver Return Codes
  • Telephony Call Driver (AZADTELD)
  • Telephony Call Driver Functions
  • Telephony Call Driver Return Codes
  • Developing Your Own Call Drivers
  • :CALLDRIVER Commands and DLL Subfunctions
  • Call Driver Example
  • Using the CallPath HAT Facility DDE Interface
  • CallPath HAT Facility DDE Requests
  • CallPath HAT Facility DDE Items

    • Chapter 12. Using CallPath DDE

  • An Introduction to CallPath DDE
  • Installing CallPath DDE
  • Choosing CallPath DDE Options
  • Configuring CallPath DDE
  • Messages Options
  • Message Logging Options
  • Establishing a DDE Conversation
  • Supported DDE Items
  • ACDQ_AVAILAGENT
  • ACDQ_QUEUESIZE
  • ACDQ_QUEUETIME
  • AGENT_STATE
  • ALERTING_CALLED_NUMBER
  • ALERTING_CALLER_NUMBER
  • ALERTING_DATA
  • ALERTING_DNIS
  • ALERTING_STRUCT
  • CALL_DATA
  • CALLING_STRUCT
  • CONFERENCED
  • CONFERENCED_STRUCT
  • CONNECTED_PARTY_NUMBER
  • CONNECTED_STRUCT
  • DATA_ONLY
  • DISCONNECTED
  • DISCONNECTED_STRUCT
  • HELD_NUMBER
  • HELD_STRUCT
  • INBOUND_DATA
  • ITEMS_SUPPORTED
  • NEGATIVE_RESPONSE
  • ON_HOLD_NUMBER
  • ON_HOLD_STRUCT
  • POSITIVE_RESPONSE
  • REJECTED_REASON
  • REQUESTS_SUPPORTED
  • RESPONSE_STRUCT
  • ROUTED_FROM_STRUCT
  • ROUTED_TO_STRUCT
  • SWITCH_LINK_STATUS
  • SYSTEM_ERROR_MSG
  • SYSTEM_INFO_MSG
  • TRANSFERRED
  • TRANSFERRED_STRUCT
  • Supported DDE Execute Functions
  • Formatting the DDE Execute String
  • AGENT_ACTIVITY
  • ANSWER
  • ARCHIVE
  • CONFERENCE
  • DISCONNECT
  • EXTEND
  • HOLD
  • IMMED_TRAN
  • JOIN_CALL
  • MAKE_CALL
  • QUERY_ACDQ
  • QUERY_CALL_DATA
  • QUERY_ITEMS
  • QUERY_PARTY
  • QUERY_REQUESTS
  • RETRIEVE
  • SEND_DATA
  • SET_CALL_DATA
  • SHUTDOWN
  • TRANSFER

    • Chapter 13. If You Have a Problem

  • Identifying Points of Failure -- Support Components
  • Identifying Points of Failure -- CallPath Server and CallPath Enterprise Components
  • Obtaining a Diagnostics File
  • CallPath Enterprise Component Diagnostic Files
  • Identifying Points of Failure -- Agent or VRU Applications
  • CallPath Enterprise Test Tool
  • Troubleshooting Checklist
  • Cannot Transfer Calls from One Center to Another
  • Call Information Not Passed to Agents
  • No Agent Receives Call Data
  • VRU Reports Problems with CallPath Enterprise System Requests
  • CallPath Enterprise Client Status Panels Down

    • Appendix A. CallCoordinator Migration Considerations

  • Choosing Your Installation Option
  • Option 2
  • Option 1
  • Mapping CallCoordinator to CallPath Enterprise Option 1
  • Migrating Your HAT Configuration
  • Changes in Supported Functions

    • Appendix B. Using Sample INI Files

  • Using CallPath Enterprise Server INI Files
  • Using CallPath Enterprise Client INI Files
  • Using Call Control and Monitoring INI Files
  • Using ACD Queue Monitoring INI Files
  • Using NACD INI Files
  • Sample Scenario
  • Using Inter-Switch Intelligent Call Transfer INI Files
  • Sample Scenario
  • Using CallPath Intelligent Load Balancing INI Files
  • Using CallPath Skills-Based Routing INI Files
  • Using CallPath Dialer INI Files
  • Using CallPath Predictive Dialer INI Files

    • Appendix C. Notices

  • Trademarks

    • Chapter 14. Glossary

  • Glossary

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