General Information

Index

A B C D E F G H I J L M N O P R S T V W Y

ACD See automatic call distribution

ACD supervisor (287)

ACF/VTAM (266)

Additional Switch Support (370)

advertising campaign (162)

agent (284)

ANI (160), (163)

information in reports (235)

API See application program interface

application program interface (92), (95)

application programmer (83), (94), (96), (295)

Assembler (271)

automatic call distribution (118), (151), (204)

backup number (193)

Call Analysis Program (223)

call center (77)

plan for improvement (81)

productivity (80)

saving money (79)

service (78)

call center manager (307)

call management (139)

overview (89)

call pattern (208)

Call Queue Management

Call Selection and Dialing

call-progress event (133)

call-progress event message (191), (207)

callback request

CallCoordinator

customization (86)

features (69), (91)

requirements for (241)

CallCoordinator CICS/MVS Release 1. (324)

CallCoordinator system administrator (311), (323)

CallCoordinator, overview (65)

Callpath owning region (336)

CallPath Services (72), (82), (87), (127), (136)

CallPath SwitchServer/2 (73), (129), (134), (262), (279)

CallPath/CICS (74), (128)

CallPath/CICS API (132)

CallPath/CICS for OS/390 (135), (276)

CICS for MVS/ESA(TM) (264)

CICS region (337)

CICS Transaction Server for OS/390 (265)

CMCT browse function enhanced (386)

COBOL version (340)

Common User Access (115)

computer

hardware required (249)

software required (263)

computer operator (301)

configuration panels (190), (322)

Consultation and Conference (177)

and levels of authority (182)

and training (179), (181)

and Transfer Load Balancing (202)

Coordinated Voice and Data Transfer (166), (176), (237)

and Transfer Load Balancing (203)

host-initiated telephony (171)

with an IVR (167), (173)

with different transaction (175)

with same transaction (172)

COR (335)

CUA (116)

customization (84)

customizing

and Transfer Load Balancing (199)

data

collection (205)

coordination with voice (306)

call center manager (308)

system administrator (312)

personnel (294), (314)

application programmer (297)

computer operator (304)

system programmer (300)

required equipment (246), (280)

personal computer (261)

System/390 (247)

technology (76)

Data Collection for Reports (206), (225), (227), (236)

and business events (213), (220)

and call transfers (212)

MIS Log (210)

disabled terminal (98)

distribution group (153)

DNIS (141), (143)

Error Report (232)

Event Message table, larger (388)

exits (93)

extended help (104)

extension (156), (158)

feature names (63)

features of CallCoordinator (67)

field help (102)

glossary (390)

help See online help

help desk personnel (302)

HIT API (184)

Host-based routing (183)

Host-based Routing (330)

Host-Initiated Telephony API (170), (185), (346)

hunt group (152)

IBM products (64)

IBM System/390 (131), (137), (248)

Individual Party Event Report (231)

Inquire Agents API (216), (218)

Inquire Call Data API (217), (221), (361)

Inquire Party Data API (215)

Integrated Services Data Network (ISDN) (251)

Intelligent Answering (140), (165)

ANI (161), (164)

DNIS (142), (144)

extension (157), (159)

pilot number (150), (155)

trunk ID (146), (148)

intelligent answering enhanced (387)

Interactive Voice Response (120), (125)

and Coordinated Voice and Data Transfer (168), (174)

and transfers (123)

IBM IVR recommended (122)

privacy of (124)

IVR See Interactive Voice Response

JCL provided (228)

LU 6.2 Link for APIs (358)

message help (106)

MIS Log (209) See also MIS Log

MIS Log Processing (355)

MIS message table, larger (389)

MRO (110) See also multiregion operation

multi-location switches (238)

Multiple Party Event Report (230)

multiregion operation (109)

names of products and features (61)

new features (382)

New features (326)

nonprogrammable terminal (NPT) (252)

occasional use (97)

online help (100)

extended help (103)

field help (101)

message help (105)

OS/2 (130)

parallel sysplex (333)

PBX (66), (70)

personal computer (258)

personnel (281), (318)

data (293), (316)

application programmer (296)

computer operator (303)

system programmer (299)

voice (282), (317)

ACD supervisor (288)

agent (285)

switch engineer (291)

pilot number (149), (154), (196)

power dialing See system dialing

Predictive Make-call (374)

preview

problem determination enhanced (384)

product names (62)

Program Directory (321)

programmable work station (PWS) (250)

PS/2 See personal computer

recovery options (377)

Release 1 (325)

reports

for CallCoordinator (226)

requirements (242), (319)

resource usage statistics (385)

Revertive Make-call (373)

S/390 See IBM System/390

SAA (113)

sample programs provided (229)

Screen Presentation Manager Exit (352)

screen sizes (255)

security (112)

selective table reload (383)

Set Control Number API (219), (222)

Set Telephony Feature API (343)

Sign On API (364)

single region operation (107)

SMP/E (267)

software requirements

CallCoordinator (273)

CallPath SwitchServer/2 (278)

CallPath/CICS for OS/390 (275)

SRO (108)

switch (244)

defined (71)

engineer (290)

in more than one location (239)

networking (245)

switch recovery (379)

sysplex (111), (334)

system administration (99)

system administrator (310)

system dialing (169)

and Transfer Load Balancing (195)

System Modification Program (268)

system programmer (298)

system recovery (378)

Systems Application Architecture (114)

target pilot number See pilot number

telecommunications services (211)

telephony See voice

terminal

nonprogrammable (254)

3270 (257)

terminology used in this book (391)

Totals Report (224), (233)

training (178), (180)

transfer See Coordinated Voice and Data Transfer

Transfer Load Balancing (186)

and Conference (200)

and Coordinated Voice and Data Transfer (201)

and work load (188)

backup number (194)

call-progress event messages (192)

configuration panels (189)

customizing (198)

with an IVR (197)

Transfer Load Balancing API (367)

trunk ID (145), (147)

Version 2.1 features (327)

Additional Switch Support (369)

and more ... (381)

Host-based Routing (329)

Host-Initiated Telephony API (345)

Inquire Call Data API (360)

LU 6.2 Link for APIs (357)

MIS Log Processing (354)

New version of COBOL (339)

parallel sysplex (332)

recovery options (376)

Revertive Make-call (372)

Screen Presentation Manager Exit (351)

Set Telephony Feature API (342)

Sign On API (363)

Transfer Load Balancing API (366)

Year 2000 Readiness (348)

Virtual Storage Access Method (VSAM) (269)

voice

coordination with data (305)

call center manager (309)

system administrator (313)

equipment required (243)

optional equipment (117), (138)

ACD (119)

IVR (121), (126)

personnel (283), (315)

ACD supervisor (289)

agent (286)

switch engineer (292)

technology (75)

VSAM (270)

work load (187)

work sheets (320)

Write to MIS Record API (214)

Year 2000 Readiness (349)