Problem Determination

Chapter 5. Using the Verification Panels

This chapter introduces the Installation Verification (IVP) panels.     They are a set of panels used to do the following:

1. Verify CallCoordinator installation and configuration

   The CallCoordinator Intelligent Answering panel (CAMV001) is used to verify that the following CallCoordinator functions are installed, configured, and operating correctly:

   • Intelligent Answering
   • Coordinated Voice and Data Transfer
   • Transfer Load Balancing.

   This chapter gives more details on using these panels to verify these functions in "How to Use the Intelligent Answering Panel". Refer to the Installation part of the CallPath CallCoordinator/CICS System Management Guide for the procedures for using this utility to do verification.

2. Assist in problem determination

   After you have successfully tested the installation of CallCoordinator using the IVP transactions, this test configuration can be saved and used during problem determination.

   Saving the test environment is no problem, as these transactions can coexist with your own application code on the host computer.

3. Assist in Application programming and problem determination

   The CallCoordinator API Verification Utility (VAVU) provides Application Programming Interface (API) verification panels. It exercises some of the CallCoordinator APIs and also shows the application programmer the type of data that is available for the APIs. These panels also provide assistance in problem determination.

4. Assist in problem determination on active calls

   The Inquire Call Data - Search option allows you to look at the Call Management Control Table (CMCT) and the calls that are active in it. Entries are deleted when a call is disconnected.

The Verification Panels

Table 3 lists the panels used for installation verification.

Table 3. Verification Panels

IVP Panel	When Used	How Accessed
CAMV001. CallCoordinator Intelligent Answering	This panel displays the data passed with an initial transaction. Use it as an initial transaction to verify the Intelligent Answering options, coordinated voice and data transfer, and transfer load balancing.	CICS Transaction VITA, VIT1, VIT2, VIT3, and VIT4
CAMV101. CallCoordinator API Verification Utility	Use this panel to select API verification tasks: Set control number, Write record to MIS Log, Inquire call data-search, Inquire Signed-on agents.	CICS Transaction VAVU
CAMV201. CallCoordinator Set Control Number	Use this panel to exercise the Set Control Number API	Option 1 on CallCoordinator API Verification Utility panel (CAMV101)
CAMV301. Write Record to MIS Log	Use this panel to exercise the Write MIS Record API	Option 2 on CallCoordinator API Verification Utility panel (CAMV101)
CAMV401, CAMV501, CAMV601, CAMV701. Inquire Call Data - Search	Use these panels to exercise the Inquire Call Data and Inquire Party Data APIs	Option 3 on CallCoordinator API Verification Utility panel (CAMV101)
CAMV801. Inquire Signed-on Agents	Use this panel to exercise the Inquire Agents API	Option 4 on CallCoordinator API Verification Utility panel (CAMV101)

How to Use the Intelligent Answering Panel

This panel provides an initial transaction panel with a set of transactions (VITA, VIT1 - VIT4) to help verify the CallCoordinator Intelligent Answering, Coordinated Voice and Data Transfer, and Transfer Load Balancing functions.  

Refer to the Installation part of the CallPath CallCoordinator/CICS System Management Guide for detailed procedures for performing these tasks. This panel appears when you type VITA or VIT1 - VIT4   on a blank CICS panel, or enter one of those transaction identifiers in the Init trans ID field in the agent record, or on the Agent Sign On/Off panel or on the System Settings panel.

CAMV001 Intelligent Answering Transaction Data ANI number . . . . . . . . : DNIS ID . . . . . . . . . : Control number . . . . . . : Initial transaction ID . . : VITA Caller extension . . . . . : Start time . . . : Screen delay . . . . . . . : CMCT index . . . : For Host-Initiated-Telephony, enter data and then press a PF key Remarks . . . . . . . . . . . . . _____________________________________ Tel no . . . . . . . . . . . . . . ________________________________ Backup tel no . . . . . . . . . . __________ Function to execute . . . . . . . _ H=Hold call. M=Make call. T=Extend for transfer. C=Extend for conference. I=Immediate transfer. Execution Mode . . . . . . . . . _ A=Asynchronous / S=Synchronous. Load Balancing Function . . . . . . . . . . . . . Message Area F1=Help F2=Execute F3=Exit F4=Retrieve F5=Refresh F6=BlindXfer F7=BlindConf F8=ScrndXfer F9=ScrndConf F10=Answer F11=Hang up F12=Cancel

Using the Transaction to Verify Intelligent Answering

During the verification exercises the Intelligent Answering panel is displayed at an agent's terminal in coordination with an incoming telephone call.

The CICS transaction ID displayed in the Init Trans ID field indicates which CallCoordinator Intelligent Answering transaction is being exercised. The panel also displays DNIS, ANI, and other call information.

Using the Panel to Verify Coordinated Voice and Data Transfer

You also use the Intelligent Answering panel to perform a coordinated transfer of a panel and a telephone call from a client from one CallCoordinator agent to another CallCoordinator agent. This is a telephony-initiated transfer, initiated at the sending agent's telephone.

This panel provides a Tel no field where you can type in the extension number of the agent to whom a call and panel is to be transferred. This is used with host-initiated telephony (F6) initiated at an agent's terminal, if your switch has this feature.

Using the Panel to Verify Transfer Load Balancing

This panel provides a Function field where agents type the name of the function to which they want to transfer a call.

CallCoordinator retrieves a directory number for an agent group and displays this number in the Tel no field. A backup telephone number for the function is also displayed in the Backup tel no field. The agent then can do a system transfer using F6 or complete a manual transfer.

The Transaction IDs for Intelligent Answering

The following table lists the IVP transaction IDs, the Intelligent Answering aspect that they verify, and the CallCoordinator panel where you entered the transaction ID during configuration in preparation for installation verification.  

Table 4. Intelligent Answering Transaction IDs

IVP Transaction ID	The Aspect Being Verified	The CallCoordinator Panel Where Entered
VITA	The default setting. You see VITA in the Init Trans ID field if no other Intelligent Answering configuration transaction ID is initiated.	COR Telephony Settings (VA32)
VIT1	Intelligent Answering based on an incoming call to an individual agent's extension	Agent Detail (VA44)
VIT2	Intelligent Answering based on an incoming call to a Dialed Number Identification Service (DNIS) number	DNIS to Application (VA45)
VIT3	Intelligent Answering based on an incoming call on a trunk	Trunk to Application (VA46)
VIT4	Intelligent Answering based on an incoming call to a pilot number for an ACD group	Pilot to Application (VA47)

How to Use the API Verification Panels

This section provides information about the application programming interface (API) verification panels.     This section discusses the tasks that can assist you in problem determination. These tasks are accessed when you type VAVU on a blank CICS panel.  

Note: You must be in the CICS region where CallCoordinator in installed to exercise APIs, if you are using MRO.

CAMV101 CallCoordinator API Verification Utility Select one of the following. Then press Enter. _ 1. Set control number 2. Write record to MIS log 3. Inquire call data - search 4. Inquire signed-on agents F1=Help F3=Exit F5=Refresh F12=Cancel

You can choose one of the following options:

Option

Meaning

1

Set control number. Used to associate a control number with the current call. The CallCoordinator Set Control Number panel (CAMV201) appears.

2

Write record to MIS log. Used to link to Write MIS Record API to write a record to the MIS log. The Write Record to MIS panel (CAMV301) appears.

3

Inquire call data-search. Used to define search parameters for locating a particular call in the Call Management Control table. The Inquire Call Data-Search panel (CAMV401) appears.

4

Inquire signed-on agents. Used to define search parameters for locating a particular agent's entry in the Agents table. The Inquire Signed-on Agents panel (CAMV801) appears.

Assigning a Control Number to a Call

To associate a control number with the current and subsequent telephony event entries related to the call in progress, do the following:

1. On a blank CICS panel, type VAVU, and press Enter.

2. The CallCoordinator API Verification Utility panel (CAMV101) appears.

3. Type 1 in the Select field and press Enter.

4. The CallCoordinator Set Control Number panel (CAMV201) appears.
   

   CAMV201 CallCoordinator Set Control Number CMCT index . . . . . . . _____ -OR- Terminal ID . . . . . -OR- ------------------------------------------------------------------------------ Switch ID . . . . . . . . . . ________ -WITH- CALLED PARTY number . . . . . . . __________ CALLED PARTY type . . . -OR- CALLING PARTY number . . . . . . __________ CALLING PARTY type . . ------------------------------------------------------------------------------ Request type. . . . . . . . . . . . . . . . . . _ Control number . . . . . . . . . . . . . . . . ______________________________ New control number . . . . . . . . . . . . . . ______________________________ Business value sign . . . . . . . . . . . . . . _ Business value. . . . . . . . . . . . . . . . . ____________

5. To allow the utility to perform correctly, you must enter information in at least the following fields:

   • CMCT index
     or
     Terminal ID
     or
     Switch ID, CALLED PARTY number, and CALLED PARTY type
     and
     

   • New control number or Business value.

6. Type in other information you want to use.

7. To add a control number for the first time, leave the control number field blank and type a number in the New control number field.

8. The data is passed to the Set Control Number API that updates the necessary tables, and it displays either a message indicating that the request was processed successfully or a message with the return code received from the API.

9. To end the session, press F12. The CICS panel appears.

Writing a Record to the MIS Log

To link to the Write MIS Record API to write a record to the MIS Log, do the following:

1. On a blank CICS panel, type VAVU, and press Enter.

2. The CallCoordinator API Verification Utility panel (CAMV101) appears.

3. Type 2 in the Select field and press Enter.

4. The Write Record to MIS Log panel (CAMV301) appears.
   

   CAMV301 Write Record To MIS Log Created by . . . . . . . . . . . . U Originating module . . . . . . . . ___ Record type . . . . . . . . . . . . _ Record version . . . . . . . . . . _ MIS message data . . . . . . . . . __________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ F1=Help F3=Exit F5=Refresh F12=Cancel

5. To write a record to the MIS log, type the information in the fields on the panel.

   Note: No edits are performed on the entries, except that you cannot enter C in the Created by field. That entry is reserved for CallCoordinator-generated records.

6. To end the session, press F12. The CICS panel appears.

Inquiring About Call Data

To see the details of a particular call in the Call Management Control Table (CMCT), do the following:

1. On a blank CICS panel, type VAVU, and press Enter.

2. The CallCoordinator API Verification Utility panel (CAMV101) appears.

3. Type 3 in the Select field and press Enter.

4. The Inquire Call Data - Search panel (CAMV401) appears.
   

   CAMV401 Inquire Call Data - Search Type a search value. Then press Enter. CMCT index . . . . . . . . . . . . . . . . . . _____ or Term ID . . . . . . . . . . . . . . . . . . . . ________ or Switch ID . . . . . . . . . . . . . . . . . . . ________ Party number type . . . . . . . . . . . . . . . _ Party number . . . . . . . . . . . . . . . . . __________ F1=Help F2=Get First Call F3=Exit F5=Refresh F12=Cancel

5. To define search parameters to locate a particular call in the Call Management Control table (CMCT), type search values in the appropriate fields. Valid search criteria are:

   • CMCT index

   • Term ID

   • Switch ID/Party number type/Party number combined.

   Note: No edits are performed on the entries. Refer to CallPath CallCoordinator/CICS Application Programming Guide or online Help for interpretation of any return codes.

6. If a record is located that matches all of the parameters, the Inquire Call Data - Call Detail panel (CAMV501) appears.
   

   CAMV501 Inquire Call Data - Call Detail Search criteria More: + CMCT index . . . . . . : 00001 Term ID . . . . . . . . . . . . : Switch ID . . . . . . . : Party number type . . . . . . . : Party number . . . . . : Call Detail - 1 CMCT index . . . . . . . . . . . . : 00001 Prev CMCT index . . . . . . . . . . : 00000 Received date . . . . . . . . . . . : 1999/03/30 Received time . . . . . . . . . . . : 11:44:03:800AM Sequence number . . . . . . . . . : 01 Record counter . . . . . . . . . . : 000 UW applid/Index . . . . . . . . . . : IYCLZC0E-089114357000 Call applid/Index . . . . . . . . . : IYCLZC0E-089114357000 Application index . . . . . . . . . : 000000001 Message date . . . . . . . . . . . : 1999/03/30 Message time . . . . . . . . . . . : 10:40:27:400AM Message type . . . . . . . . . . . : C01 Source/Parentage . . . . . . . . . : I-O Call state . . . . . . . . . . . . : T End code . . . . . . . . . . . . . : F1=Help F2=First F5=Refresh F6=Next PF8=Fwd F10=Bottom F12=Cancel

7. To see the second part of the details for the call, press F8. The Inquire Call Data - Call Detail panel (CAMV601) appears.
   

   CAMV601 Inquire Call Data - Call Detail More: -+ Search criteria CMCT index . . . . . . : 00001 Term ID . . . . . . . . . . . . : Switch ID . . . . . . . : Party number type . . . . . . . : Party number . . . . . : Call Detail - 2 Party count . . . . . . . . . . . . . . . : 02 Party sequence number . . . . . . . . . . : 00 Party mix index . . . . . . . . . . . . . : 001 Control number . . . . . . . . . . . . . : Business value . . . . . . . . . . . . . : 000000000000 Original group . . . . . . . . . . . . . : Call purpose . . . . . . . . . . . . . . : S DNIS ID . . . . . . . . . . . . . . . . . : Init trans ID . . . . . . . . . . . . . . : VITA User trans ID . . . . . . . . . . . . . . : Server agent function . . . . . . . . . . : Server agent ID . . . . . . . . . . . . . : M31201 Client number source . . . . . . . . . : Client number . . . . . . . . . . . . . . : F1=Help F2=First F5=Refresh F6=Next F7=Bkwd F8=Fwd F10=Bottom F12=Cancel

8. To see the details about the parties involved in the call, press F8. The Inquire Call Data - Party Detail panel (CAMV701) appears.
   

   CAMV701 Inquire Call Data - Party Detail More: -+ Search criteria CMCT index . . . . . . : 00001 Term ID . . . . . . . . . . . . : Switch ID . . . . . . . : Party number type . . . . . . . : Party type-number . . . : Party Detail CMCT index . . . . . . . . . . . . . . . : 00001 Party sequence number . . . . . . . . . . : 01 Role . . . . . . . . . . . . . . . . . . : C Server . . . . . . . . . . . . . . . . . : Party index . . . . . . . . . . . . . . . : LIDBIDCOAJ Switch ID . . . . . . . . . . . . . . . . : MOOREA Party number type . . . . . . . . . . . . : 1 Party number . . . . . . . . . . . . . . : 31207 Connection state . . . . . . . . . . . . : T Agent status . . . . . . . . . . . . . . : Agent class . . . . . . . . . . . . . . . : Agent function . . . . . . . . . . . . . : Agent ID . . . . . . . . . . . . . . . . : F1=Help F2=First F5=Refresh F6=Next F7=Bkwd F8=Fwd F9=Top F10=Bottom F12=Cancel

9. If the call ends while you are viewing the details, the API will be unsuccessful. Message CAMX014E is displayed on the panel. View the message help to determine the specific reason for the failure.

10. To end the session, press F12. The CICS panel appears.

Inquiring About Signed-on Agents

To see the details of a specific entry in the Agents table, do the following:

1. On a blank CICS panel, type VAVU, and press Enter.

2. The CallCoordinator API Verification Utility panel (CAMV101) appears.

3. Type 4 in the Select field and press Enter.

4. The Inquire Signed-on Agents panel (CAMV801) appears.
   

   CAMV801 Inquire Signed-on Agents Type a search value. Then press Enter. Switch ID . . . . . . . . ________ Ext ID . . . . . . . . . . . ___________ or Term ID . . . . . . . . . ________ or Agent ID . . . . . . . . . M31201____ Agent ID . . . . . . . . : M31201 Term ID . . . . . . . . . . : S209 Switch ID . . . . . . . . : MOOREA Ext ID . . . . . . . . . . : 31201 Function . . . . . . . . : Agent class . . . . . . . . : Group . . . . . . . . . . : Recovery msg . . . . . . . : Position ID . . . . . . . : Link down . . . . . . . . . : Lang code . . . . . . . . : Link up . . . . . . . . . . : Transfer ntfn . . . . . . : Switch restart . . . . . . : Panel ID . . . . . . . . : Sound alarm . . . . . . . . : Init trans ID . . . . . . : VITA SPM Start option . . . . . : User trans ID . . . . . . : User control . . . . . . . : Signed on . . . . . . . . : I Agent mode . . . . . . . . : Y Record status . . . . . . : Y Term status . . . . . . . : Y F1=Help F3=Exit F5=Refresh F12=Cancel

5. To begin a search for a specific entry, type search values in the appropriate fields. Valid search criteria are:

   • Switch ID/Ext ID

   • Term ID

   • Agent ID.

   Note: No edits are performed on the entries. Refer to CallPath CallCoordinator/CICS Application Programming Guide or online Help for interpretation of any return codes.

6. If the API locates a record that matches all of the parameters, the panel displays the information for that entry.

7. If the API is unsuccessful, message CAMX016E is displayed on the panel. View the message help to determine the specific reason for the failure.

8. To end the session, press F12. The CICS panel appears.