System Management Guide

Return to Library Contents Previous Topic Bottom of Topic Next Topic Index Help

Part 1. Planning

 

This part of the book is about planning for the installation of CallCoordinator in your call center.

Partial Table-of-Contents

  • Chapter 1. Introduction
  • About the Planning Tasks
  • About the Evaluation Task
  • About the Preparation Task

  • Chapter 2. Planning for Equipment and Personnel Requirements
  • Hardware Requirements
  • Telephone Switch
  • Host computer, Terminals and Personal Computer
  • Software Requirements
  • Personnel Requirements
  • System Programmer
  • Application Programmer
  • Switch Engineer
  • CallPath/CICS System Administrator
  • CallCoordinator System Administrator
  • Test Environment Requirements

  • Chapter 3. Planning for System Operations
  • CICS Environment
  • MRO
  • Parallel sysplex
  • Recommendations for CallCoordinator with MRO
  • Startup and Shutdown
  • System Security
  • System Status
  • Work Sheets
  • Recovery and Restart
  • Facilities provided by Recovery / Restart
  • Recovery Policy
  • CallCoordinator Table Sizes
  • Tuning Table Sizes
  • Switch Detail Settings
  • COR General Settings
  • Default Languages
  • Date/Time Formats
  • Display Defaults
  • System Messages
  • COR Telephony Settings
  • Call Tracking Clean-up
  • Screen Presentation
  • Transfer Load Balancing
  • Queue Management
  • MIS Log
  • CallPath Services
  • Trace
  • Additional Monitored Resource Settings
  • User Screen Control

  • Chapter 4. Planning for Agent Operations
  • Signon and Sign-Off
  • Agent Security
  • Multiple Agents Sharing One Extension
  • Agent Call Handling
  • Agent Control of the Work Environment
  • Agent Detail Settings

  • Chapter 5. Planning for Intelligent Answering
  • Understanding Intelligent Answering
  • Planning for the Extension Number Method
  • Preparing to Enable the Extension Number Method
  • Planning for the DNIS Method
  • Preparing to Enable the DNIS Method
  • Planning for the Trunk ID Method
  • Preparing to Enable the Trunk ID Method
  • Planning for the Pilot Number Method
  • Preparing to Enable the Pilot Number Method
  • Planning for ANI
  • Evaluating ANI
  • Preparing to Enable ANI

  • Chapter 6. Planning for Coordinated Voice and Data Transfer
  • Evaluating Coordinated Voice and Data Transfer
  • Preparing to Enable Coordinated Voice and Data Transfer

  • Chapter 7. Planning Coordinated Voice, Data Consultation, Conference
  • Consultation
  • Conference
  • Evaluating Coordinated Voice, Data Consultation, Conference
  • Enabling Coordinated Voice, Data Consultation, Conference

  • Chapter 8. Planning for Transfer Load Balancing
  • How Transfer Load Balancing Works
  • Planning Tasks for Transfer Load Balancing
  • Understanding the Transfer Load Balancing Module
  • Determining Busy Levels
  • Calculating the Percent Busy Number (PBN)
  • Busy Levels and Percent Busy Numbers
  • Setting Balance Points
  • The Transfer Load Balancing Algorithm
  • Evaluating Transfer Load Balancing
  • Preparing to Enable Transfer Load Balancing
  • Coordinating the Programming Tasks
  • Completing the Work Sheets

  • Chapter 9. Planning for Data Collection and Reporting
  • Planning for Data Collection
  • Evaluating Data Collection
  • Preparing to Enable Data Collection
  • Planning for Data Reporting
  • Evaluating Data Reporting
  • Preparing to Enable Data Reporting

    • Return to Library Contents Previous Topic Top of Topic Next Topic Index Help