Throughout this book we use the following short names:
For an introduction to CallCoordinator read the CallPath CallCoordinator/CICS General Information.
Your use of CallCoordinator depends on the specific design or implementation of CallCoordinator for your business application. If you have not established a design or implementation plan, refer to the Planning section of the CallPath CallCoordinator/CICS System Management Guide.
You need to have a basic understanding of the IBM OS/390 host operating system, and the Customer Information Control System (CICS).
Chapter 2, "Intercommunication Support" explains multiregion operation for CallCoordinator and LU 6.2/ CPIC support.
Chapter 3, "Agent Operations" explains how to use CallCoordinator programming interfaces for daily agent operations.
Chapter 4, "Intelligent Answering" explains how to use CallCoordinator programming interfaces to enable the Intelligent Answering functions.
Chapter 5, "Screen Control" explains how to customize CallCoordinator screen processing by developing your own screen control program.
Chapter 6, "Coordinated Voice and Data" explains how to use CallCoordinator programming interfaces to coordinate call processing by the switch with data processing by your business application programs.
Chapter 7, "Transfer Load Balancing" provides information about the Transfer Load Balancing API and how to customize the Transfer Load Balancing feature/function.
Chapter 8, "Data Collection" explains the collection of historical data by CallCoordinator and using CallCoordinator programming interfaces to customize this process.
Chapter 9, "Data Reporting" provides information on how to create error reports and reports about call and agent activity.
This guide uses the term "screen" to refer to the physical display of a terminal. The term panel refers to the formatted display of information that appears on the terminal screen.
The books in the product library are also available in HTML and in Acrobat format for viewing online. Acrobat format is also known as Portable Document Format (PDF). You can read these books using the Acrobat Reader (or in a Web browser with the Acrobat Reader as a plug-in) available from Adobe Systems.
You can find the HTML and the Acrobat versions of our books on the IBM Software : Voice Systems web page.
(follow the links to IBM Universal Access and IBM CallPath) You can also get them on a CD-ROM; contact your IBM representative.
| CallPath/CICS for OS/390 Program Directory | GI10-2504 |
| CallPath/CICS for OS/390 System Management Guide | SC34-5392 |
| CallPath/CICS for OS/390 Application Programming Guide | SC34-5393 |
| Using CallPath SwitchServer/2 | |
| Available on CD-ROM: | |
| CallPath Version 2 Release 2 Online Library | SK2T-6139 |
| Also available from the
IBM
Software : Voice Systems web page.
(follow the links to IBM Universal Access and IBM CallPath) |
| OS/390 V2R4.0 Parallel Sysplex Overview | GC28-1860 |
You can comment on what you regard as specific errors or omissions, and on the accuracy, organization, subject matter, or completeness of this book. Please limit your comments to the information in this book only, and to the way in which the information is presented. Speak to your IBM representative if you have suggestions about the product itself.
When you send us comments, you grant IBM a nonexclusive right to use or distribute your comments in any way it believes appropriate, without incurring any obligation to you.
You can get your comments to us quickly by sending an e-mail to
idrcf@hursley.ibm.com.
