These are the enhancements and the new features that have been added to CallPath CallCoordinator/CICS Version 2.1, since the previous release (CallPath CallCoordinator CICS/MVS Release 1).
Host-based routing allows you to use some caller-related information to determine where to route a call. The Host-Initiated Telephony API has been enhanced to allow your host-based application to redirect a call. For details and an example, see "Host-based Routing Feature".
Parallel sysplex (systems complex) integration is now available with CallCoordinator Version 2.1. This involves using multiple CICS regions known as CallPath Owning Regions (CORs). A CallPath/CICS system and a CallCoordinator system reside in a COR. One switch, or a group of switches, are serviced by one COR.
Using CallCoordinator with parallel sysplex for the computer-aided telephony systems in your call center allows:
New Administration panels have been introduced in CallCoordinator V2.1. These produce a single image of workload in each COR Also, a single system image of the overall Call Center is reported to the MIS log.
For details of the Administration panels see the "Operations" part of the CallPath CallCoordinator/CICS System Management Guide.
Planned and unplanned outages can be catered for by relocating the work for a whole switch from one COR to another. You can allow for this by having one COR as a standby. Alternatively you could configure your CORs to run at a work rate that allows them to take over another switch if the need arises. Some predefining of switch connections to CORs is required.
If expansion of the Call Center is required in the future you may need to add one or more new switches. You can increase the number of CORs to service the new switches, and integrate them into the overall system.
The CallCoordinator V2.1 COBOL code is compiled using IBM COBOL for MVS and VM 1.2.1. This allows CallCoordinator to be installed above the 16M line.
CallCoordinator V2.1 adds a new Set Telephony Feature API (CAMI740C). This API allows agents to change the state of their telephone from their terminals using the features listed below. This ability is known as hands-free telephony. The API also allows the Logon and Logoff of logical agents to ACD Groups or Skills which could be interrogated by logic within the switch to change its course of action.
The features are:
You can use this API when the state of a telephone needs to be changed according to logic in an application program, as opposed to an agent deciding to manually change the state. A front-end application can also be developed that allows the agent to set the state via the terminal instead of using the telephone.
The Host-Initiated Telephony API (CAMI775C) replaces the Host-Initiated Transfer API of CallCoordinator Release 1, and has been extended for CallCoordinator V2.1. As before, it enables agents to perform the following list of telephony actions using their terminals rather than their telephones:
Your application program can use this API so that agents can initiate call transfers, call conferences, call answering, call hang up, and so on by way of the host using an application program. This could be necessary if:
Note that the availability of these functions is dependent upon the telephone switch being used. For more information, see the CallPath Services Reference [Switch Name] for your switch model. This IBM series of manuals gives the details for interfacing switches with the CallPath Services family of products.
CallCoordinator V2.1 is capable of processing dates in the Year 2000 and beyond. You can use two or four digits for the year number in the date format that you specify for display purposes.
The Screen Presentation Manager Exit (CAMI770C) has been enhanced for CallCoordinator V2.1. This exit now keeps the existing transaction environment active on the transferring agent's terminal rather than clearing the screen, the next Transaction ID and the commarea. This allows the transferring agent to continue processing the transaction without having to enter a new Transaction ID on the terminal.
The Management Information System (MIS) feature has been enhanced in CallCoordinator V2.1 to use CICS User journals rather than VSAM files. This simplifies your MIS Log management.
The CallCoordinator V2.1 APIs can now be invoked over an LU 6.2 link by any client such as IMS(TM), OS/2, AS/400®, AIX®, and others. This provides the function of a central telephony server.
The Inquire Call Data API (CAMI726C) has been enhanced for CallCoordinator V2.1. This API now allows call-related data from the original call to be supplied to the business application associated with a related call.
The Sign On API (CAMI710C) allows an application program to sign an agent on to CallCoordinator. This API has been enhanced so that it can now add an agent ID.
In CallCoordinator V2.1 the Transfer Load Balancing (TLB) has been enhanced to provide a usage count for each Inter-Switch Tracking Number and to enable non-dialable target pilot numbers to be supported. The TLB API has been enhanced to return the queue count for the least-busy ACD group as well as its number. An option has been added so that the API can return any of the following:
CallCoordinator V2.1 now supports the following switches:
Revertive Make-call support has been added to the CallCoordinator Host-Initiated Telephony API to allow users to make use of the Revertive (Predictive) Make-call facilities provided by certain switches.
Automatic system recovery is now available in CallCoordinator V2.1. CallCoordinator may be set to automatically restart upon failure of a long running task (LRT).
Automatic switch recovery is also available. CallCoordinator may be set to automatically relocate a failed switch to an alternate COR.
