Application Programming Guide

Index

Special Characters
A B C D E F G H I L M N O P R S T U V W

Special Characters

Agents Table (146), (156), (214)

accessing data

data from table (292)

getting data for selected entries (185)

retrieving latest information (195)

updating data (147)

updating the terminal status flag field (155)

abandoned call capture (626)

account code record (647)

ACD group See automatic call distribution

Agent class (320)

agent operations (59), (144)

automatic mode (344)

casual user restore (235), (398)

changing state of telephone (228)

directing calls (447)

enabling/disabling terminal (211)

host-initiated telephony (424)

screen copy validation (266)

screen copying (254)

screening calls (446)

sign off (173)

sign-on validation (194)

signing on (152), (191)

signon validation (168)

transferring calls (438)

user mode (348)

verifying copy request (326)

Agent status (319)

Agent Utility menu (220), (242), (244), (257), (259)

Agents Table (186)

ANI See Automatic Number Identification

API See Application Program Interface, application program interface

API router program (136)

application program interface (5), (39)

Casual User Restore (233)

CPIC support (143)

Get Next CICS Transaction ID API (388)

Host-Initiated Telephony API (425)

Inquire Agents (182)

Inquire Agents API (364)

Inquire Call Data API (586)

Inquire Party Data API (314), (323)

Language requirements (English) (48)

LU 6.2 support (142)

MRO support (112)

Re-initialize API (429)

Screen Copy API (251)

Set Agent Mode API (210)

Set ANI ID (575)

Set Control Number API (360), (541)

Set Telephony Feature API (227)

Sign OffAPI (172)

Sign On API (150)

Sysplex support (113)

Task Sequencing API (395)

Transfer Load Balancing API (460)

Write MIS Record API (594)

application programming (26), (56)

requirements (57)

application programs (21)

interface types (27)

application-owning region (AOR) (119)

defining exit programs (139)

automatic call distribution (91)

adding a new ACD group (521)

least busy ACD group (515)

local ACD group (516)

logic to determine least busy ACD group (93)

monitoring queues (482)

multiple ACD groups (468)

number of least busy ACD group (462), (485)

Percent Busy Number (PBN) (519)

pilot numbers and backup numbers (464)

remote ACD group (517)

used in Transfer Load Balancing (463)

automatic mode transaction (432)

backup number (465), (469), (492)

balance points (488), (508), (511)

business application programs (22)

writing and modifying (23)

Call Analysis (Totals) file (109)

Call Analysis (Totals) Listing Program (CAMM455B) (707)

file format

call data (287)

Call Index (614)

Call Management Control Table (97)

add, change or delete (545)

control number (101)

cprty data (324)

getting data (288)

locating a correct entry (299)

new Transaction ID (433)

re-initializing transactions (434)

updating ANI number (580)

Call Management Control Table (CMCT) (284)

call tracking (289)

Call Tracking Manager (500)

call-combining record (641)

CallCoordinator call tracking (290)

CallCoordinator processes (187)

Agents Table (158), (216)

Agents Table (188)

Call Tracking Manager (503)

screen control program (505)

CallCoordinator Translatable Fields (49)

CallCoordinator-supplied listings (656)

CallPath-owning region (COR) (121)

CAMB600C (478)

CAMC500 (269)

CAMI700C (592)

CAMI705C (458)

CAMI710C (148)

CAMI715C (169)

CAMI720C (180)

CAMI726C (280)

CAMI727C (312)

CAMI730C (538)

CAMI740C (225)

CAMI745C (208)

CAMI750C (249)

CAMI760C (230)

CAMI770C (405)

CAMI775C (422)

CAMI784C (393)

CAMI786C (572)

CAMI788C (427)

CAMJERRP (668)

CAMJEXTR (659)

CAMJIRPT (688), (700)

CAMJMRPT (679)

CAMMCARJ (703)

CAMMM430B (682)

CAMM410B (665)

CAMM420B (671)

CAMM425B (674)

CAMM435B (685), (697)

CAMM440B (691)

CAMM450B (705)

CAMM490B (662)

CAMS515C (386)

casual user restore (236), (397)

Casual User Restore API (231)

communication data area (246)

interface, definition (237), (241)

interface, how to use (243)

changing state of telephone (229)

CICS (14)

CICS regions (122)

application-owning (123)

CallPath-owning (125)

multiregion operation (MRO) (126)

terminal-owning (124)

CICS terminology (18)

CICS V4.1 (132)

CMCT (317), (546), (630) See also Call Management Control Table

COBOL terminology (17)

collecting data (536), (547)

business value of calls (548)

cpssing data

communication data area (351), (390), (568)

between the interface manager. & MIS Log exit (651)

Casual User Restore API (245)

copy code copies

Get Next CICS Transaction ID API (391)

Initiate With Data Interface (278)

Inquire Agents API (203)

Inquire Call Data API (309)

Inquire Party Data API (330)

Re-initialize API (453)

Screen Control Interface (352)

Screen Copy API (260)

Screen Presentation Manager Exit (419)

Set Agent Mode API (222)

Set ANI ID API (589)

Set Control Number API (569)

Sign Off API (177)

Sign On API (162)

Task Sequencing API (399)

Transfer Load Balancing API (472)

Write MIS Record API (622)

control access (197)

control number (96), (542), (604)

add, change or delete (544)

control numbers (361)

copy code (42)

copybook names (44)

copying screens (65), (253), (327)

CTM See Call Tracking Manager

Customer Information Control System (15)

customizing modules (484)

MIS Interface Manager (628)

Transfer Load Balancing

customizing processes (648)

data reporting (104), (555), (654)

business value of calls (559)

Create the Totals Listing job stream (698)

Error Record Extract Program (669)

Extract Individual Party Event Message File (689)

Extract Processed Event File job stream (657)

Extract Processed Event File Program (663)

Individual Party Event Listing (695)

Multiple Party Event Extract Program (680)

Multiple Party Event Listing (683)

Print Error Listing job stream (666)

Print Error Listing program (672)

Print Multiple Party Event Listing job stream (677), (686)

Sample Call Analysis (Totals) Extraction Program (701)

sorting by control number (556)

User Journal Extract Program (660)

deferred transfer (442)

Dialed Number Identification Service (293)

direct transfer (441)

distributed program link (DPL) (130)

distributed transaction processing (DTP) (129)

DNIS See Dialed Number Identification Service

DPL command (128)

DSHIPIDL (133)

DSHIPINT (134)

enabling/disabling terminal (212), (219)

English translation values (52)

environment, MRO (118)

error record (643)

Event message data (291)

event records (602)

exits (410)

Screen Presentation Manager Exit (411)

extracting MIS log records (110)

feature names (12)

features of CallCoordinator (25)

agent operations (60), (145)

control numbers (362)

coordinated voice and data (403)

Coordinated Voice and Data (78)

data collection (95), (537)

data reporting (105)

Initiate with data (271)

inquiring call data (283)

inquiring party data (315)

intelligent answering (268)

Intelligent Answering (68)

screen control (335)

Transfer Load Balancing (88), (457)

user screen control (72)

general use programming interfaces

generating reports (655)

business value of calls (560)

Create the Totals Listing job stream (699)

Error Record Extract Program (670)

Extract Individual Party Event Message File (690)

Extract Processed Event File job stream (658)

Extract Processed Event Records Program (664)

Individual Party Event Listing (696)

Multiple Party Event Extract Program (681)

Multiple Party Event Listing (684)

Print Error Listing job stream (667)

Print Error Listing program (673)

Print Multiple Party Event Listing job stream (678), (687)

Sample Call Analysis (Totals) Extraction Program (702)

sorting by control number (558)

User Journal Extract Program (661)

Get Next CICS Transaction ID API (387)

communication data area (392)

glossary (708)

host-initiated telephony (423)

interface, definition (426)

IBM products (13)

Individual Party Event Message file (108)

Individual Party Event Records file (693)

Record format (694)

initial transactions (69)

CMCT data (305)

cpssing key data (273)

getting data (70)

initiate voice/data transfer (83)

Initiate With Data Interface (270)

communication data area (279)

definition (272)

interface, how to use (277)

interface, when to use (274)

required input data (311)

Initiate With Data Interface API (583)

Inquire Agents API (181), (363), (607)

communication data area (204)

control access (198)

interface, definition (184)

interface, how to use (202)

interface, when to use (189)

multiple entries (206)

required input data (205)

user screen control (201)

Inquire Call Data API (281), (585)

communication data area (310)

Inquire Party Data API (313)

communication data area (331)

interface, definition (316)

interface, how to use (329)

interface, when to use (321)

required input data (332)

installation-wide exits (8), (33)

intelligent answering (267)

Intelligent Answering (67)

Initiate With Data Interface (308)

Inquire Call Data API (306)

Inquire Party Data API (322)

inter-switch tracking number (474)

interactive voice response (582)

interactive voice response (IVR) (450)

intercommunication support (111)

interface, when to use (175)

IVR See interactive voice response

Language requirements (47)

translatable fields (51)

Load Balancing Module (483)

algorithm (513)

communication data area (525)

how to customize algorithm (523)

Transfer Load Balancing exit (524)

when to customize algorithm (522)

load balancing source code (529), (533)

MIS Interface Manager (629)

reasons to customize (649)

MIS log (553), (600), (631)

MIS Log

abandoned call capture (627)

account code record (646)

business records

business value of calls (561)

business-related events (599)

call data

call-combining record (640)

CMCT data

control number (605)

control numbers (554)

creating records (307), (325)

data types (632)

error record (642)

event records (603)

extracting MIS log records

from Load Balancing Module (496)

log records (495)

non-processed event record (638)

processed event continuation record (637)

processed event record (634)

record formats (633)

reformat, edit, filter, or develop records

sending records (494)

set control number (298)

status change record (644)

Write MIS Record API (595)

writing records from business applications (598)

MIS Log exit (624)

communication data area (652)

how to use (650)

MRO environment (117)

MRO example (141)

multiple entries (207)

multiregion operation (MRO) (114)

defining sessions (115)

names of products and features (10)

non-processed event record (639)

one-way interface

screen control (340)

One-way interfaces (28)

original call

providing call related data from (302)

panel, definition (20)

Party Index (609), (617)

Percent Busy Number (PBN) (518)

processed event continuation record (636)

processed event record (635)

product names (11)

product sensitive programming interfaces (7)

program exits (41)

programming interfaces (2), (37), (53), (565) See also application programs

by feature/function (58)

Casual User Restore (234)

general use (3)

general-use (38)

Get Next CICS Transaction ID API (389)

Inquire Agents (183)

installation-wide exits (32)

one-way interface (29)

product-sensitive (6), (36)

reference summary (54)

Screen Control Interface (343), (566)

Screen Copy API (252)

Screen Presentation Manager Exit (407)

Set Control Number (296)

Sign On API (151)

Task Sequencing API (396)

providing call related data (300)

Re-initialize API (428)

communication data area (454)

interface, definition (431)

interface, how to use (452)

interface, when to use (435)

required input data (455)

reference summary of programming interfaces (55)

related call

providing call related data to (304)

Release 1 copybook names (45)

renaming of TSQs (247)

renaming TSQs (417)

restore transaction (371), (377)

restoring panel environment (232), (263)

retrieving latest information (196)

router program (137)

Sample Call Analysis (Totals) Extraction Program (704)

save transaction (368), (374)

screen buffer (TSQ) (385)

screen control (333), (338)

Screen Control Interface (31), (342)

communication data area (353)

screen control program (73), (504)

Screen Copy API (250)

automatic mode (345)

communication data area (261)

entire screen transfer (365)

interface data (354)

interface, definition (255)

interface, how to use (258)

interface, when to use (256)

load balancing algorithm (528), (532)

Passing data between screens (383)

required input data (262)

restore transaction (372), (378)

save transaction (369), (375)

Screen Control Interface (341)

TSQ name (357), (381)

user mode (349)

validation (265)

screen display (63)

non-CallCoordinator panel display (218)

screen display (66)

screen environment (238)

automatic panel activity

automatic screen display

disabling (239)

restoring (240)

Screen Presentation Manager Exit (406), (412)

communication data area (420)

screen transfer

screen, definition (19)

screening calls (448)

Set Agent Mode API (209)

communication data area (223)

interface, definition (213)

interface, how to use (221)

interface, when to use (217)

required input data (224)

Set ANI ID API (294), (573)

communication data area (590)

interface, definition (578)

interface, how to use (588)

interface, when to use (581)

required input data (591)

Set Control Number API (295), (359), (539), (606)

communication data area (570)

interface, definition (543)

interface, how to use (567)

interface, when to use (552)

required input data (571)

user screen control (564)

Set Telephony Feature API (226)

Sign Off API (170)

communication data area (178)

interface, definition (174)

interface, how to use (176)

required data input (179)

Sign On API (149)

interface, definition (154)

interface, how to use (160)

interface, when to use (159)

required input data (164)

signing off (62), (171)

signing on (61), (153), (190)

communication data area (163)

validation (167), (193)

sorting MIS data (608)

source code (527), (531)

status change record (645)

sysplex environment (135), (611)

sysplex example (140)

target switch number (490)

Task Sequencing API (394)

communication data area (400)

required input data (401)

temporary storage queues (81)

for screen processing functions (415)

in an MRO environment (421)

renaming function (414)

renaming TSQs (248), (418)

Screen Presentation TSQ (413)

SYSID (127)

to pass data (82)

to pass data from screen to screen (416)

terminal definition (131)

terminal-owning region (TOR) (120)

terminology (16)

terminology used in this book (709)

Transfer Load Balancing API (459)

communication data area (473)

interface, definition (461)

interface, how to use (471)

interface, when to use (467)

required input data (476)

Transfer Load Balancing Exit (479)

algorithm (487), (507)

algorithm source code (530), (534)

backup number (493)

balance points (489), (509), (512)

defining for MRO

dialing prefix (499)

installation-wide exits

inter-switch tracking number

MIS Log exit (625)

MIS records from (497)

queue levels (510)

sample program (526)

target switch number (491)

Transfer Load Balancing (480)

transferring calls (437)

deferred transfer (440)

direct transfer (439)

example

new transaction for transaction-to-terminal

translatable Fields (50)

TSQ See temporary storage queues

TSQ name (380)

TSQ name. (356)

Unit of Work Index (615)

user mode (347)

user screen control (71), (199), (334), (562)

automatic mode (346)

entire screen transfer (366)

Inquire Agents API (200)

interface data (355)

Passing data between screens (384)

restore transaction (373), (379)

save transaction (370), (376)

sequence of screen presentation tasks (76)

Set Control Number API (563)

to access data (74)

TSQ name (358), (382)

user mode (350)

user-written programs (35), (408)

User-written programs (336)

screen control (337)

Screen Presentation Manager Exit (409)

validation (165)

agent sign on (166), (192)

screen copy (264)

verifying copy request (328)

Version 2.1 copybook names (46)

voice/data transfer (85)

Write MIS Record API (593)

communication data area (623)

interface, definition (596)

interface, how to use (621)

interface, when to use (601)

writing business application programs (24)