Before installing CallCoordinator in your call center, you must make decisions that involve the overall system operations. System operations includes the items that affect the day-to-day use of CallCoordinator in your call center. You must make decisions about these items based on the specific needs of your call center. These items include:
The sections that follow describe these areas of operation in detail. For each area of system operation, you must evaluate your call center and decide how to enable these areas of operation.
CallCoordinator can run under a single-region operation, multiregion operation (MRO) of CICS, or in a sysplex environment. Consult with your CICS system programmer to verify which type of environment exists in your OS/390 system.
With MRO, your CICS system programmer will be able to define the terminals and applications used for CallCoordinator in one region and your business application or terminals in another region. If a problem occurs with CallCoordinator in one region, your other business applications or terminals will not be affected.
With parallel sysplex, you can use 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.
One COR may be defined as a backup COR. This backup COR does not initially service any switches, but it is available for switch relocation from a failed COR.
Refer to Part 2, "Installation" for more specific information.
Consider the following if you install CallCoordinator in a multiregion environment:
A Terminal Control Table Entry (TCTTE) or dummy TCTTE must be available in the CallPath owning region (COR) for all signed on agents. In an MRO or sysplex environment this is achieved by enabling the CICS exits XALTENF and XICTENF at CICS start-up. This is done by adding program EZPSXTEC in the startup PLT. See "Defining Program List Table (PLT) Entries".
Note: For more information on the CICS exits XALTENF and XICTENF, refer to the CICS Customization Guide.
Note: Refer to the CallPath CallCoordinator/CICS Application Programming Guide for information on the Screen Presentation exit.
Two of the tasks performed by the system administrator are starting up and shutting down the system. CallCoordinator provides these methods of starting up and shutting down your system:
The method you choose will depend on how your call center currently operates when starting up and shutting down application programs.
Because CallCoordinator runs as a CICS application, you can use the same security method for CallCoordinator as you use on your other applications. Your existing security methods can be set up to provide adequate protection for both the agent and system administration interfaces. CallCoordinator has no unique requirements for enabling security.
You decide who needs access to the System Administration panel (CICS transaction ID V800) according to the needs and organization of your call center. Consult with your CICS system programmer if you have questions about security for your CallCoordinator installation.
Your system administrator can check on the system status by looking at the COR Operations panel. More specific status information can be seen by selecting CC Status on this panel for the desired COR.
If your business application requires information about the status of CallCoordinator, your application programmer can use the System Status API (CAMI725C). This is especially useful if your application requires CallCoordinator availability before it can continue processing. For example, you can use the System Status API to verify that CallCoordinator is running before an agent signs on.
As part of the planning process for installation, you can enter specific information on work sheets that match the panels used to install CallCoordinator. After you have completed the necessary work sheets, your system administrator will use these work sheets to enter information on the panels. A sample of each work sheet is included in this book. Each field on the work sheets includes a boxed number ((1)) that matches a boxed number in text where that field is described.
Note: Certain recovery policy options are only applicable in a parallel sysplex environment. These restrictions are identified in the following descriptions of recovery and restart features.
Using the Systems Administration panels you can define a Recovery Policy for each CallPath Owning Region(COR). The Recovery Policy allows you to make certain choices about the actions that will be performed in the event of a failure of CallCoordinator or any switch connected to the COR.
The choices you have are:
You configure each COR's recovery requirements in a Recovery Policy. You do not need to make the recovery policy for each COR the same. There may be good operational reasons why you would have different requirements in different CORs.
Note: This section covers recovery of the system if a COR fails. COR failure means that an LRT has failed or the COR region has failed. Recovery of a switch due to switch failure is covered in "Switch Detail Settings"
In planning for recovery there are important decisions to make. These decisions will help you make the correct choices when configuring your recovery policies. Consider the following factors:
If not, you will need to include in your plan time to train operators or time to develop automated operator procedures to handle the manual recovery prompts that will be sent via WTORs to the system console. (2) Or, if you choose No Recovery, a CallCoordinator failure may go undetected for a period of time. Once an outage is detected, CallCoordinator needs to be brought back up manually.
If not, they must be signed on manually when the system is available again. Since they are not signed on, CallCoordinator cannot inform them that it is available. (3)
After you have made the necessary decisions and
determined your recovery policy, complete the Recovery Policy Work Sheet.
Your system administrator uses this work sheet to enter information on
the Recovery Policy panel during installation.
See Table 1 for a sample of the work sheet.
The number following each question matches the boxed
number ((1)) on the correct
field on the work sheet.
Table 1. Sample of the Recovery Policy Work Sheet
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CallCoordinator - Work Sheet VA31 COR RECOVERY POLICY | ||
| Authorized by:
| Date: | |
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| ||
| Recovery Type | (1) |
0=No Recovery 1=Local Restart 2=Alternate Restart 1 3=Switch Relocation 1 |
| Recovery Method | (2) |
A (Automatic) M (Manual) |
| Agent Recovery | (3) | Y (Yes) or N (No) |
| Alternate SysId | (4) | 1-4 characters 1 |
Footnotes:
| ||
Your system programmer uses the Table Sizes panel to set up different table sizes for your installation. You can save memory usage by setting the table sizes appropriately. For example, if you have a small number of CallCoordinator agents you set the table size for the Agents table to a small number.
The table below shows the product defaults and the size range
for the table settings.
Table 2. Default Values for the Table Sizes
| Table | Product default | Size range |
|---|---|---|
| Agents | 1000 | 1 to 9999 agents |
| Call Management Control Table | 3000 | 1 to 9000 CallCoordinator calls (each party in a call counts as one entry in this table) |
| CTM Event Message Queue | 409600 | 204800 to 1024000 bytes of storage. |
| MIS message queue | 400 | 200 to 4000 messages |
The value entered in the Call Management Control Table (CMCT) field is used to calculate the size of the individual tables that comprise the Call Management Table. The individual tables and their size calculations are as follows:
In the event of CallCoordinator messages indicating that the CMCT is full or that records cannot be written to one of the tables that comprise the CMCT, it is possible for you to directly affect the size of any of these tables. Do this by tuning the value entered for the CMCT. In the case of the Party Data Table, you can affect its size by tuning both the CMCT value and the value entered in the Agents field.
To assist in the tuning of table sizes, shutdown statistics are written to the system log. Statistics are output for the CMCT, Party Data, Connections Data, MIS message queue and Agents Tables in CAMT056I messages. Statistics for the Event Message Queue (EMQ) are output in message CAMT059I. Here are some examples of the messages:
CAMT056I SHUTDOWN STATISTICS: MAXIMUM = 3000, HIGH WATER = 0000 CMCT ENTRIES.
CAMT056I SHUTDOWN STATISTICS: MAXIMUM = 4000, HIGH WATER = 0000 PARTIES.
CAMT056I SHUTDOWN STATISTICS: MAXIMUM = 9000, HIGH WATER = 0000 CONNECTIONS.
CAMT056I SHUTDOWN STATISTICS: MAXIMUM = 1000, HIGH WATER = 0000 AGENTS.
CAMT056I SHUTDOWN STATISTICS: MAXIMUM = 0400, HIGH WATER = 0002 MIS MSG QUEUE.
CAMT059I SHUTDOWN STATISTICS: TIMES WAITING = 0000,
MAX UTILIZATION = 0097% EVENT MESSAGE QUEUE.
Monitoring the information contained in these messages enables you to tune table sizes and eliminate the risk of "table full" conditions.
Note that the Party Data, and Connection Data tables are two of the internal tables that comprise the CMCT. By monitoring the activity of each of these tables, as well as the CMCT itself, it is possible to tune the CMCT as a whole.
Table sizes are COR-specific. A COR may be defined with a specific number of switches, but a switch may be relocated to that COR. Table sizes must be large enough to accommodate the maximum number of switches that may be in the COR at any given time.
After deciding on the table sizes,
make a copy of the
Table Sizes Work Sheet, and complete the details.
Your system administrator uses this work
sheet to enter information on the Table Sizes panel during
installation.
See Table 3 for a sample of the work sheet.
Table 3. Sample of Table Sizes Work Sheet
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CallCoordinator - Work Sheet VA34 TABLE SIZES | ||||
| Authorized by:
| Date: | |||
| Table Name | Field Entry * | Product Default | Size Range | Comments |
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| ||||
| Agents (EZPSAGIL) |
| 1000 | 1 to 9999 agent entries |
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| Call management control (CAMTACTH) |
| 1500 | 1 to 6000 entries |
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| Event Message Queue (CAMLEMQL) |
| 102400 | 102400 to 1024000 bytes |
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| MIS message queue (CAMLMMQL) |
| 400 | 200 to 4000 messages |
|
Footnotes:
| ||||
To set up your system operation, you must define all of the necessary information for the switches that will be operating with CallCoordinator. Consult with your CallPath/CICS administrator and your switch engineer to obtain some of the required information. Refer to the CallPath Services reference book for your switch that was shipped with CallPath SwitchServer/2 for information on specific switch settings.
All fields on the Switch Detail Work Sheet require an entry. The fields have a corresponding boxed number ((1)) that appears on the sample work sheet on Table 4.
Answer the following questions about your switch settings and then enter the information on the Switch Detail work sheet:
If your switch is not included in the above list, use the letter U. Refer to the online help for more information on using this option. (2)
This field is required. Consult with your switch administrator about the correct setting for your switch. (4)
Note: If Position Id is not available for an agent, CallCoordinator uses their Extension number. (9)
If so, specify in this field the size of the data area in bytes Up to 512 is possible, although the exact amount available depends on your switch. Refer to the CallPath Services Reference manual for your switch for further information.
If you do not wish to implement this feature, type 0 in the field (10)
After you have answered these questions, enter the
information on the Switch Detail Work Sheet.
The number following each question matches the boxed
number ((1)) on the correct
field on the work sheet.
Table 4. Sample of the Switch Information Detail Work Sheet (Part 1)
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CallCoordinator - Work Sheet VA42 (Page 1 of 2) SWITCH DETAIL | ||
| Authorized by:
| Date: | |
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| Switch ID | (1) | 1-8 characters |
| Switch Type | (2) | 1 character |
| Time offset | (3) | -11 to +12 (hours from Greenwich Mean Time) |
| Queue message 1 | (4) |
When a call reaches a pilot number or is queued: 0=no event message is sent by switch 1=one event message is sent by switch 2=two event messages are sent by switch |
| Extend purpose required 1 | (5) | Y (yes) or N (no) |
| Agent monitoring 1 | (6) |
0=don't send agent monitoring at signon 1=send monitor command using agent extension ID 2=send monitor command using Position ID |
| Track call supported 1 | (7) | Y (yes) or N (no) |
| Call extension as transfer | (8) | Y (yes) or N (no) |
| Make call resource type | (9) | E (Extension number) or P (Position ID) |
| Program data size 1 | (10) |
0=Do not use program data 1 - 512= Use program data(The numerical value indicates the size of the data area available in bytes.) |
| Receive FI event messages | (11) | Y (yes) or N (no) |
| Activate at Startup | (12) | Y (yes) or N (no) |
Footnotes:
| ||
Table 5. Sample of the Switch Information Detail Work Sheet (Part 2)
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CallCoordinator - Work Sheet VA42 (Page 2 of 2) SWITCH DETAIL | ||
| Authorized by:
| Date: | |
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| Primary COR | (13) | 1-8 characters |
| Secondary COR + | (14) | 1-8 characters |
| Automatic answer 1 | (15) |
0=automatic answer 1=no automatic answer 2=switch-defined value used |
| Called party alerting time 1 | (16) |
0 seconds entry uses switch-defined time 1 to 86,400 seconds (24 hours) |
| Held call connection 1 | (17) |
0=switch default, 1=silence 2=music, 3=recording |
| Make call DND override 1 | (18) |
0=no DND override, 1=override DND party 1 2=override DND party 2, 3=override DND all parties |
| Make call forward override 1 | (19) |
0=no forward override, 1=override forward party 1 2=override forward party 2, 3=override forward all |
| Make call notification 1 | (20) |
0=no notification given 1=notification given |
| Make call party order 1 | (21) |
0=connect party 1 first 1=connect party 2 first |
| Call Action Option 1 | (22) |
00=Call action provided set by switch default 01=Call action provided to all parties in a call 02=Call action provided to a specified party in a call only |
Footnotes:
| ||
As the CallCoordinator system administration manager, you decide how to customize the panels, system log, and messages for your users. Answer the questions below and then complete the COR General Settings Work Sheet. Your system administrator uses this work sheet to enter information on the COR General Settings panel during installation. The boxed number ((1)) following each question matches the boxed number on the corresponding field on the sample work sheet. See Table 6 for a sample of the work sheet.
The COR General Settings parameters are grouped in four categories. An entry is required in every field on this panel. Product default values are supplied for all of these parameters and can be used for initial installation. To define these parameters, answer the questions about the parameters in each of the following categories:
The default languages settings show what language is used on panels for the CallCoordinator agent, the CallCoordinator system administrator, and system messages. You only can select a language that is installed with CallCoordinator in your call center.
Note: CallCoordinator is enabled for NLS (National Language Support) but, at present, only US English (ENU) is available. Answer the following questions regarding language:
You can select a date and time format for display and input. Answer the following questions:
The display defaults determine how certain items appear on the agent's panel. Answer the following questions to determine how to set these values:
The system messages setting determines how these messages are handled. Answer the following question to define this value:
After you have answered these questions, enter the information on the COR General Settings Work Sheet. The boxed number ((1)) following each question matches the boxed number on the correct field on the work sheet. Your system administrator uses this work sheet to enter information on the COR General Settings panel during installation. See Table 6 for a sample of the work sheet.
Table 6. Sample of COR General Settings Work Sheet
|
CallCoordinator - Work Sheet VA33 COR General Settings | |||
| Authorized by:
| Date: | ||
|
|
| Product Default |
| Default Languages | |||
| Agents | (1) | 3 characters (language code) | ENU |
| Administrator | (2) | 3 characters (language code) | ENU |
| Syslog | (3) | 3 characters (language code) | ENU |
| Date/Time Formats | |||
| Date | (4) | 1 character (1, 2, 3, or 4) 1 | 1 |
| Separator (date) | (7) | 1 character (slash [/], dash [-], or period [.] ) | / (slash) |
| Time | (6) | 1 character (1 or 2) 2 | 1 |
| Separator (time) | (7) | 1 character (colon [:] or period [.] ) | : (colon) |
| Host offset | (8) | -11 to +12 (hours) | -08 (PST) |
| Display Defaults | |||
| Panel ID | (9) | Y (yes) or N (no) | Y |
| Choice symbol | (10) | 1 character | / (slash) |
| Sound alarm | (11) | Y (yes) or N (no) | Y |
| System Messages | |||
| System log ID | (12) | 1-8 characters (CICS TDQ name) | CSMT |
Footnotes:
| |||
As the call center manager, you must decide how to define certain parameters that are used in CallCoordinator processing. The way you define these parameters determines how the CallCoordinator feature will operate in your call center. The values you select should be those values used by most of the users on the CallCoordinator system. For example, you must decide which client transaction is started on an agent's terminal when an agent answers an incoming call.
These parameters include both data and telephony information. You must consult with your programmers and switch engineer when deciding about some of these parameters. Product default values are supplied for most of these parameters and can be used for initial installation.
After you have answered these questions, enter the information on the COR Telephony Settings Work Sheet. See Table 7 for a sample of the work sheet. The boxed number ((1)) following each question matches the boxed number on the corresponding field on the sample work sheet. Your system administrator uses this work sheet to enter information on the COR Telephony Settings panel during installation.
The COR Telephony Settings parameters are grouped in six categories. To define these parameters, answer the questions about the parameters in each of the following categories:
Screen presentation refers to those settings that determine how the agent's terminal operates in CallCoordinator. Before defining these settings you must answer the following questions:
Do you want to take advantage of CICS Dynamic Transaction Routing (DTR)? If so, set the SPM Start option field to I for the application to be invoked by a RETURN TRANSID IMMEDIATE command WITHOUT data, or to R. for the application to be invoked by a RETURN TRANSID IMMEDIATE command WITH data.
The SPM Start option sets the default to be used if the field is not defined in the agent's record in the Agents table, or entered at sign on.
The product default for the SPM Start option field is N. Note that if your application retrieves its own data and the SPM Start option field is set to Y, your application might not operate correctly. Consult with your application programmer to find out the correct setting for this required field. (8)
The load balancing settings affect the operation of the Transfer Load Balancing feature on your system. Before defining these settings, answer the following questions:
Refer to the section "Features, Functions, and APIs" in CallPath CallCoordinator/CICS Application Programming Guide for more information. This field is required. The product default value is CAMB600C. (15)
The queue management settings refer to the length of an interval between attempts to put event messages in the Event Message and MIS Log message queues. These settings only apply when the specific queue is full. Before defining these settings, answer the following questions:
The MIS Log settings involve defining where MIS Log data will be stored, and what user application will handle the MIS Log processing. See Chapter 9, "Planning for Data Collection and Reporting" for more information on using the MIS Log. Before defining the MIS Log settings, answer the following questions:
If you are customizing the MIS Log records, enter the program name for the program that formats and writes MIS Log records in the Exit name field. Before entering the program name, make sure it is defined to CICS.
Refer to CallPath CallCoordinator/CICS Application Programming Guide for more information on customizing MIS Log records. This field is optional. (20)
This system setting involves defining the CallPath Services Architecture interface program name used for the CallCoordinator feature. The program name must be unique and begin with CAM. The product default value is CAMAPP00. Consult with your systems programmer about this setting. If you have multiple CallCoordinators installed, and only one CallPath/CICS, this program name must be unique for each CallCoordinator. This field is required. (22)
An entry in the Trace Journal Id
field is required for the Id of the CICS User
Journal selected for tracing.
User Journal numbers can be in the range 2 through 99.
You cannot use the same value as that used for the MIS Journal.
You cannot use the System Journal. (23)
Table 7. Sample of the COR Telephony Settings Work Sheet
|
CallCoordinator - Work Sheet VA32 COR Telephony Settings | |||
| Authorized by:
| Date: | ||
|
|
| Product Default |
| Call Tracking Clean-up | |||
| Max call life * | (1) | 0 to 9999 (MMMM -- minutes) | 0120 |
| Interval * | (2) | 0 to 9999 (MMMM -- minutes) | 0060 |
| Screen Presentation | |||
| Recovery msg * | (3) | Y (yes) or N (no) | Y |
| Transfer msg * | (4) | Y (yes) or N (no) | Y |
| Clear screen * | (5) | Y (yes) or N (no) | N |
| Msg position * | (6) | T (top) or B (bottom) | T |
| Init trans ID * | (7) | 1-8 characters (CICS transaction ID) | |
| SPM Start option * | (8) | Y, N, I or R | N |
| Exit name (Screen) 1 | (9) | 1-8 characters | |
| Screen delay * | (10) | 1 to 180 (seconds) | 030 |
| User trans ID | (11) | 1-8 characters (CICS transaction ID) | |
| User Mode task seq * | (12) | Y (yes) or N (no) | N |
| SPM on Alert or Connect * | (13) | A (Alert) or C (Connect) | A |
| Load Balancing | |||
| Load bal req * | (14) | Y (yes) or N (no) | N |
| Exit name (Load Bal) *, 1 | (15) | 1-8 characters | CAMB600C |
| Resv duration | (16) | 1 to 9 (seconds) | 2 |
| Queue Management | |||
| CTM queue write attempts * | (17) | 1 to 99 (attempts) | 3 |
| MIS queue write attempts * | (18) | 1 to 99 (attempts) | 3 |
| MIS Log | |||
| MIS Option | (19) | 1 character (J, X, or blank) | A |
| Exit name (MIS Log) 1 | (20) | 1-8 characters | |
| User Journal Id | (21) | 2 - 99 | 2 |
| CallPath Services | |||
| Program name *, 2 | (22) | 1-8 characters (A-Z; 0-9) | CAMAPP00 |
| Trace | |||
| Trace Journal Id | (23) | 2 - 99 | 3 |
| |||
CallCoordinator automatically monitors telephony resources that are defined using other CallCoordinator work sheets and panels. Those telephony resources that are automatically monitored by CallCoordinator include:
Each switch operates differently in terms of the telephony information that can be monitored and sent to the host. Consult with your switch administrator and your CallPath/CICS for OS/390 administrator to find out if there are resources that can be monitored on your switch that are not automatically monitored by CallCoordinator.
If you want these telephony resources monitored by CallCoordinator, you need to define them on the CallCoordinator Additional Monitored Resource panel. These additional resources can include such items as a Position identifier for an agent's extension, pilot numbers, and a telephony group. For example, with some switches, you can monitor all the resources that are configured for monitoring by using a resource type of 1 (group) and a resource identifier of CPCOS.
You enter these additional monitored resources on the Additional Monitored Resource Work Sheet. Consult with your switch administrator and your CallPath/CICS for OS/390 and SwitchServer/2 administrator about the type of resource being monitored. The CallPath Services reference book for your switch includes more detailed information.
After you have answered the questions that follow, enter the information on the CallCoordinator Additional Monitored Resource Work Sheet. The number following each question matches the number on the corresponding field on the work sheet. Your system administrator uses the completed work sheet to enter information on the CallCoordinator Additional Monitored Resource panel during installation. See Table 8 for a sample of the work sheet.
To define the additional monitored resources to CallCoordinator, answer the following questions:
Note: The name will be used in the Transfer Load Balancing panels to refer to the resource. (4)
After you have answered these questions, enter the
information on the Additional Monitored Resource Work Sheet.
The number following each question matches the number on the correct
field on the work sheet.
Your
system administrator uses the completed work sheet to enter information
on the Additional Monitored Resource panel during installation.
See Table 8 for a sample of the work sheet.
Table 8. Sample of the CallCoordinator Additional Monitored Resource Work Sheet
|
CallCoordinator - Work Sheet VA48 ADDITIONAL MONITORED RESOURCES | ||||||
| Authorized by:
| Date: | |||||
|
| Resource Type *, 2 | Resource Number * | ACD Group + | ACD Number | Trigger Transaction |
| 1/2/3/4 1 | 1-8 characters | 1 character | 1-10 characters | 1-6 characters | 1-10 characters | 1-8 characters |
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| (1) | (2) | (3) | (4) | (5) | (6) |
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Footnotes:
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In your call center, you might want to override CallCoordinator screen processing and implement an application program that does screen control for your specific business needs. This program is called User Screen Control or User mode. CallCoordinator screen processing is called automatic mode.
User Screen Control is required if any of the following conditions exist in your call center:
Your user screen control program supplements the CallCoordinator screen control program rather than replacing it. You implement your own user screen control program as an alternative method of determining which screen to display to a particular agent for a particular call. See Table 10 for information on how CallCoordinator determines which panel to display to an agent.
You can implement a User Screen Control program to perform tasks such as the following:
Consult with your application programmer about implementing User Screen Control. The CallPath CallCoordinator/CICS Application Programming Guide contains detailed information on implementing this option.
