CallCoordinator brings together voice and data resources. As you work with CallCoordinator, your voice-people will learn more about the application programs your call center uses, and your programmers will learn the capabilities of switches and call centers. Figure 17 shows an overview of a typical CallCoordinator system.
Figure 17. Overview of a CallCoordinator system.
Other configurations are possible. SwitchServer/2 is capable of supporting multiple CallPath platforms, in addition to CallPath/CICS for OS/390. SwitchServer/2 can also support multiple CallPath/CICS for OS/390 platforms for testing and other purposes. Switches and switch resources can be shared between test and production CallPath/CICS for OS/390 systems.
Your switch may be capable of supporting multiple SwitchServer/2s.
CallCoordinator protects your investment in voice equipment by working with a variety of switches available from several vendors.
IBM CallPath SwitchServer/2 is required by CallCoordinator This product supports switches from several vendors that use different protocols. IBM is working to increase the number of makes and models of switches that CallPath SwitchServer/2 supports. Contact your IBM representative for an up-to-date list of supported switches.
One host computer can support multiple switches. You can connect switches that are in several geographical locations in a network. If you have switches from more than one vendor and they are all supported, you can connect them to one host computer in a network. The capabilities for each switch can vary.
This section lists the specific data equipment requirements for CallCoordinator.
CallCoordinator and CallPath/CICS, a prerequisite, reside on a host computer, the IBM System/390 (S/390). Information is sent between CallCoordinator and a switch through CallPath SwitchServer/2, which resides on a personal computer (PC).
If you are using parallel sysplex, you require the IBM Coupling Facility for your System/390 host. See OS/390 Parallel Sysplex Hardware and Software Migration, GC28-1862.
CallCoordinator can work with your existing network of the IBM 3270 family of terminals, or with programmable work stations (PWS). You need not buy programmable work stations if you do not have them, or use Integrated Services Data Network (ISDN) protocol for links, as might be required to run other coordinated voice and data systems.
IBM 3270 Terminals: The family of nonprogrammable terminals (NPTs) associated with the IBM 3270 Information Display System (IDS) provide several screen sizes (1920, 2560, 3440, and 3564) and features to accommodate the differing requirements of your applications. You can also use IBM 3270 display controller-attached PWS operating in 3270 emulation mode, thus providing you with work station use as well as host computer access.
For details of specific IBM 3270 terminals supported by CallCoordinator, see the documemtation for your CICS installation.
Workstations: Any CICS-supported non-3270 workstation can also be used with CallCoordinator if a user-written User Screen Control Program is provided.
IBM CallPath SwitchServer/2 is the protocol converter between the host computer and the switch. It resides on an IBM, or other compatible, personal computer.
The following prerequisite and co-requisite software products must be installed on the IBM S/390 host computer:
For parallel sysplex systems:
The CallCoordinator software is delivered on the CallPath/CICS for OS/390 product tape as a feature.
CallCoordinator requires CallPath/CICS for OS/390. The CallPath/CICS for OS/390 software is the base software delivered on the CallPath/CICS for OS/390 product tape.
CallPath/CICS for OS/390 is an IBM licensed program that implements the CallPath Services Architecture architecture and controls the link between the host computer and the switch or switch network. CallPath/CICS for OS/390 establishes, monitors, and ends calls between a switch and a computer. CallPath/CICS for OS/390 resides on an IBM S/390 computer.
Refer to the CallPath/CICS for OS/390 System Management Guide, for information about requirements.
If your company has separate voice and data departments, be aware that CallCoordinator brings these two worlds together, and your company must provide for good communications between your voice people and your data people.
Your voice resources who will work with CallCoordinator include the following people:
Your agents use CallCoordinator to receive incoming or outgoing calls with the correct transaction started at their terminals. They can transfer calls with transactions, make a telephone call by pressing a key on their terminal keyboard, or use any of the other features that your programmers have enabled or customized.
Your data resources who will work with CallCoordinator include the following people:
One or more of the following people coordinate the voice and data worlds:
CallCoordinator comes with a library of task-oriented books designed for planning, installing, customizing, maintaining, and problem solving: See "Where to Find More Information".
Use the Planning section of the CallPath CallCoordinator/CICS System Management Guide together with this book to make decisions about how you want CallCoordinator to work in your call center. As you make your decisions and gather information, you can record this data on work sheets (samples are in the CallPath CallCoordinator/CICS System Management Guide)
When you are ready to install and configure CallCoordinator, your installer can use the work sheets. The work sheets are organized like the configuration panels that the installer uses to enter the data into the CallCoordinator system. Use the Program Directory delivered with the product tapes to install CallCoordinator.
Then configure your system using the Installation section of the CallPath CallCoordinator/CICS System Management Guide This contains step-by-step instructions, referring to the work sheets and configuration panels at the same time. This book also covers the operation of CallCoordinator. and how to maintain the system, for your system administrator. It gives instructions for adding new agent IDs, reconfiguring system operation or feature options, and adding new switches to your system. The book also contains a section on agent activities and instructions for using the agent panels.
Later, when you want to customize CallCoordinator for your specific needs, your application programmers use the CallPath CallCoordinator/CICS Application Programming Guide This books describes all the APIs and exits, with instructions for their use.
The CallPath CallCoordinator/CICS Problem Determination book gives procedures for diagnosing and solving problems and describe the tools to use. This book also lists CallCoordinator messages.
