System Management Guide

Chapter 1. Introduction

For a description of CallCoordinator and its features, see the book CallPath CallCoordinator/CICS General Information. This chapter introduces the CallCoordinator planning tasks you can perform using this book.

About the Planning Tasks

Planning for the installation of CallCoordinator includes two major tasks:

• Evaluating the CallCoordinator product in terms of your call center

• Preparing to enable the CallCoordinator product in your call center.

About the Evaluation Task

In order to evaluate CallCoordinator for your call center, you must answer the following questions for each of the features that CallCoordinator offers :

• How does the CallCoordinator feature operate?

• Does your switch support this CallCoordinator feature? Refer to the CallPath Services reference book for your switch for more information on the CallCoordinator features and switch support.

• What is the best way to use this CallCoordinator feature in your call center?

The various features available with CallCoordinator are described in the chapters that follow. If you need more examples or descriptions of a particular feature, you can refer to the book CallPath CallCoordinator/CICS General Information. After evaluating each feature, you decide how to implement this feature in your call center, given your specific needs.

About the Preparation Task

After evaluating the CallCoordinator features and deciding how to use them in your call center, you must complete some preparation tasks before CallCoordinator can be installed in your call center. These tasks include:

• Gathering specific voice and data information related to each CallCoordinator feature.

• Deciding which CallCoordinator Application Programming Interfaces (APIs), if any, to use to implement the CallCoordinator features in your call center.

  Refer to the section "Features, Functions, and APIs" in CallPath CallCoordinator/CICS Application Programming Guide for more detailed information on the APIs and the relationship to CallCoordinator features and functions.

• Deciding if you want to use the exits available with CallCoordinator. These exits include:

  • The Screen Presentation Manager® (SPM) exit which allows you to modify the way SPM operates.

  • The Transfer Load Balancing (TLB) exit which allows you to replace the TLB algorithm with your own.

  • The MIS Log exit which allows you to modify MIS records before they are written to the log, or take other actions, such as "Abandoned Call" processing.

    See "COR Telephony Settings" for more information on using these exits.

• Recording this information on CallCoordinator work sheets that are based on the panels used during the installation of CallCoordinator; these work sheets should be part of an ongoing file that includes all of the information about your CallCoordinator system. Samples of these work sheets are included in this Planning section of the book, and in Part 2, "Installation".