System Management Guide

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Part 2. Installation

 

This part of the book is about installing CallCoordinator in your call center.

Partial Table-of-Contents

  • Chapter 10. Installation, Configuration and Verification Tasks
  • About the Test Environment
  • About Your Production Environment

  • Chapter 11. Preparing For Installation
  • The Installation Task Sequence
  • Hardware and software requirements
  • Prerequisite Tasks
  • What You Need for the CICS Test Environment
  • Reference Material

  • Chapter 12. Loading the CallCoordinator software
  • Naming Conventions
  • About the Program Directory
  • Software Load Sequence
  • Printing Copy Code and Sample Programs

  • Chapter 13. About CallCoordinator Software
  • The CallCoordinator CICS Environment
  • MRO Environment
  • Sysplex Environment
  • About the CallCoordinator CICS Definitions
  • The High-Level Qualifier
  • Types of CICS Region
  • Types of Definition

  • Chapter 14. Defining CallCoordinator to CICS for SRO
  • Task Overview for Single Region Operation
  • Limiting Access to System Administration Functions
  • Recommendations for System Initialization Table (SIT)
  • Storage Requirements
  • Using Macro Tables to Define CICS Resources
  • Assembling and Linking CICS Macro Tables
  • Defining Destination Control Table (DCT) Entries
  • Defining Program List Table (PLT) Entries
  • Defining Journal Control Table (JCT) Entries
  • Defining Temporary Storage Table (TST) Entries
  • RDO to Define CICS Resources for SRO
  • Customizing a Job
  • Creating the VSAM Data Sets
  • Allocating and Initializing VSAM Data Sets (CAMKALLJ)
  • Migrating VSAM Data Sets (CAMKMIGJ)
  • Creating User Journals for Tracing
  • Creating Trace User Journals for CICS V4.1
  • Creating Trace User Journals for CICS TS 1.2 and TS 1.3
  • Creating User Journals for MIS Logging
  • Creating MIS User Journals for CICS V4.1
  • Creating MIS User Journals for CICS TS 1.2 and TS 1.3
  • Allocating Customization PDS
  • Installing CallCoordinator Node Error Program Logic
  • Including CallCoordinator VSAM Data Sets in Your CICS Startup JCL
  • Concatenating Load Libraries in Your CICS Startup JCL
  • Recycling the CICS Region

  • Chapter 15. Defining CallCoordinator Software to CICS for MRO
  • Customizing CICS Table Entries for MRO
  • Defining Programs and Transactions for MRO Using RDO
  • Incorporating the CallCoordinator COR in your MRO
  • Defining CallCoordinator in the User AORs
  • Defining CallCoordinator in the TORs

  • Chapter 16. Defining to CICS for Sysplex Operation
  • Defining the Shared TSQ Structure to the Coupling Facility
  • Defining the Coupling Facility Data Table Structure
  • Installing CICS Resources in the AORs (SYSPLEX)
  • Installing CICS Resources in the TORs (SYSPLEX)
  • Installing CICS Resources in Other CORs (SYSPLEX)
  • CallCoordinator COR in Sysplex Environment
  • Defining CallCoordinator in the User AORs
  • Defining CallCoordinator in the TORs

  • Chapter 17. Validating Software Load and Definition to CICS
  • About the Software Validation Program
  • Accessing and Running the Validation Program
  • Message Output from the Validation Program

  • Chapter 18. Getting Ready for Configuration
  • Prerequisite Equipment
  • Prerequisite Information
  • Prerequisite Tasks
  • About Configuring the Test Environment
  • Transaction IDs to Use with the Installation Verification Program
  • CallCoordinator Configuration for the Test Environment
  • Additional CallCoordinator Configuration for Transfer Load Balancing
  • Switch Configuration for the Test Environment
  • The Product Defaults
  • Information for Test Personnel

  • Chapter 19. How to Use the CallCoordinator Panels
  • Who Uses the Panels
  • The Panel Types
  • The CallCoordinator System Administration Panels
  • The Installation Verification Program Panels
  • The CallCoordinator Agent Panels
  • How to Use the Panel Functions
  • How to Move the Cursor
  • How to Use the Position to Field
  • How to Use the More Field
  • How to Use the Option field
  • How to Use the Action Field
  • How to Use the Function Keys
  • How to Use the Choice Symbol to Select an Object
  • How to Enter Information on the Panels
  • Replacing the Number Sign with the Ampersand
  • Input Field Classifications
  • The CallCoordinator Symbol for a Default Value
  • Enterable and Non-enterable Fields
  • When You Can Change Information on a Panel
  • How to Use Online Help
  • How to Use the Function Keys on the Help Panels

  • Chapter 20. Configuring System Administration
  • Configuration Overview
  • Shutting Down CallCoordinator
  • Setting Table Sizes
  • Defining COR Recovery Policy
  • Defining Switches to CallCoordinator
  • Configuring the General System Settings
  • Configuring the CallCoordinator Telephony Settings
  • Defining Agents, Extensions, and Position IDs
  • Defining Agent for TLB Verification
  • Adding Other Resources to be Monitored by CallCoordinator

  • Chapter 21. Configuring Intelligent Answering
  • About Intelligent Answering
  • Configuring the DNIS to Application panel
  • Configuring the Trunk to Application panel
  • Configuring the Pilot to Application Panel

  • Chapter 22. Configuring Transfer Load Balancing
  • Configuration Overview
  • Accessing the Transfer Load Balancing Main Panel
  • Defining the Load Balancing Functions
  • Setting Balance Points
  • Defining Switch-to-switch Dialing Prefixes
  • Defining the Inter-switch Tracking Numbers

  • Chapter 23. Preparing for Installation Verification
  • Prerequisite Personnel and Equipment
  • Prerequisite Information
  • Using the Installation Verification Program
  • About the IVP Intelligent Answering Panel
  • Description of Fields on the Intelligent Answering Panel
  • The Transaction IDs for the Intelligent Answering Panel
  • How to Use the IVP to Verify Intelligent Answering
  • How to Use the IVP to Verify Coordinated Voice and Data Transfer
  • How to Use the IVP to Verify Transfer Load Balancing

  • Chapter 24. Verifying CallCoordinator Installation
  • Verifying that CallCoordinator is Operational
  • Checking Switch Status
  • Starting Up CallCoordinator
  • Signing On to CallCoordinator
  • Verification Procedures for Intelligent Answering
  • Verifying an ANI Call
  • Verifying a Call to an Agent Extension
  • Verifying a Call to an ACD Dedicated Trunk
  • Verifying a Distribution Group Pilot Extension Call
  • Verifying a Call to a DNIS Number
  • Verification Procedure for Coordinated Voice and Data Transfer
  • Making a Telephone-Initiated Call Transfer
  • Making a System Call Transfer
  • Verification Procedures for Transfer Load Balancing
  • Signing off as Agents

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