Before CallCoordinator can be installed in your call center, certain equipment and personnel requirements must be met. These requirements include:
The primary hardware requirements are:
CallCoordinator works with a variety of telephone switches. Some switches may not support all of the CallCoordinator features. CallCoordinator may not support all of the features of a particular switch.
If you need more information about the capabilities of your switch, consult with your switch engineer. For information on how your switch interfaces with the CallPath Services products, including CallCoordinator, refer to the CallPath Services reference manual for your switch.
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.
As the call center manager, you work with different voice and data personnel to effectively plan for the installation of CallCoordinator in your call center. One person may perform more than one role in your call center. These roles typically include:
Each role includes specific tasks to be completed before and during installation. These tasks are listed in the sections that follow.
The person acting in the role of a system programmer is responsible for the following tasks:
The person acting in the role of an application programmer is responsible for the following tasks:
The person acting in the role of a switch engineer can be an employee of the switch vendor or an employee of your company. The switch engineer is responsible for the following tasks:
The person acting in the role of a CallPath/CICS system administrator is responsible for the following tasks:
The person acting in the role of a CallCoordinator system administrator is responsible for the following tasks:
Before installing CallCoordinator in your call center, it is recommended that you create a test environment to try the product on a limited basis. This test environment is used for:
You must have the following personnel and equipment available to set up an effective test environment:
You can base the operation of the test environment on the information you enter on the work sheets used at the time of actual installation. Refer to Part 2, "Installation" for specific step-by-step instructions on setting up your test environment.
Note: Additional information on setting up your test environment is shown within labeled boxes
