System Management Guide

Index

Special Characters
A B C D E F G H I J K L M N O P Q R S T U V W

Special Characters

#, the number sign as an identifier (664)

&, using the ampersand to replace the number sign (665)

>, using the greater than symbol during configuration (676)

above-the-line storage (515)

access to system administration functions (508)

accessing the CallCoordinator agent panels (631)

accessing the system administration panels (629)

ACD group

ACD calls (189)

ACD group (144), (301), (363), (364), (365)

adding a new ACD group (378)

least busy ACD group (366), (372)

local ACD group (373)

Percent Busy Number (PBN) (376)

remote ACD group (374)

ACD groups (811)

ACF/VTAM (123)

act (action) field (647)

Action codes (649)

adding entries (651)

types of action (650)

activating, deactivating, relocating switches (888)

adding, changing and deleting agent information (922)

adding, changing and deleting common system settings (903)

adding, changing and deleting DNIS information (936)

adding, changing and deleting pilot information (954)

adding, changing and deleting switch information (894)

adding, changing and deleting system settings (933)

adding, changing and deleting trunk information (945)

Additional Monitored Resource panel (247)

Additional Monitored Resource Panel (788)

Additional Monitored Resource Work Sheet (238), (245)

additional monitored resource, defining (914)

Additional Monitored Resources panel (VA48) (916)

agent call handling (268)

Agent Detail panel (271), (511), (779)

accessing the panel (784)

entering information (785)

Agent Detail Work Sheet (269), (286)

agent environment, maintaining (920)

agent function See function

agent groups (780)

agent operations (252)

agent security (260)

agent sign on (833)

Agent Sign On/Off panel (206)

agent sign on, what to do if it fails (1036)

Agents List panel (VA43) (925)

allocating customization PDS (545)

allocating VSAM data sets (536)

alphanumeric fields (670)

ampersand, using it to replace the number sign (666)

ANI (330), (333), (335)

ANI numbers (226), (296)

ANI service (146)

enabling ANI (336)

evaluating ANI (334)

ANI call verification (841)

AOR See application-owning region, application-owning region

API See Application Programming Interface (API)

application ID (574), (602)

application owning region (581), (609)

CallCoordinator AOR (478)

user AORs (480), (554), (579), (607)

application programmer (140)

Application Programming Interface (API)

Casual User Restore API (284)

Host-Initiated Telephony API (344)

Inquire Agents API (439)

Inquire Call Data API (338), (437)

Inquire Party Data API (436)

Re-initialize API (349)

Screen Copy API (266), (361)

Set Agent Mode API (282)

Sign Off API (280)

Sign On API (259), (264), (279)

Sign-On API (157)

System Status API (170)

Task Sequencing API (227)

Transfer Load Balancing API (388)

Write MIS Record API (442)

Assembler (128)

Assembling and Linking CICS Macro Tables

automatic archiving See archiving

Automatic Number Identification See ANI

backup files (1005)

backup telephone number for a function (623)

Balance Point panel

example of the panel (813)

Balance Point Work Sheet (393), (405), (406)

balance points, setting values (810)

Busy Forward Pilot Number Work Sheet

call center manager (512)

call distribution group See ACD group, agent groups

call queue (152)

call tracking clean-up (221)

call transfer, system initiated (856)

call transfer, telephone initiated (857)

CallCoordinator (418)

CallCoordinator Additional Monitored Resource panel (243)

CallCoordinator Additional Monitored Resource Panel (789)

CallCoordinator Additional Monitored Resource Work Sheet (241)

CallCoordinator Agent Sign On/Off panel (1020), (1024)

CallCoordinator AOR (477), (575), (603)

CallCoordinator Balance Point panel (VA4B) (1000)

CallCoordinator COR (475)

CallCoordinator COR Operations panel (713), (838)

CallCoordinator COR Table Sizes panel (VA34) (878)

CallCoordinator DNIS to Application Work Sheet (312)

CallCoordinator Inter-switch Tracking Number panel (VA4D) (982)

CallCoordinator Load Balancing Function panel (VA4C) (991)

CallCoordinator MIS log (1003)

CallCoordinator Pilot Number to Application Work Sheet (327)

CallCoordinator region (156)

CallCoordinator software (117) See also software

CallCoordinator system administrator (149)

CallCoordinator Table Sizes Panel (726)

CallCoordinator Transfer Load Balancing panel (806)

CallCoordinator Trunk to Application Work Sheet (319)

CallCoordinator work sheets See work sheets, work sheets

CallCoordinatorLoad Balancing Function Work Sheet (400)

CallPath SwitchServer/2 (113), (136)

CallPath SwitchServer/2 software (119)

CallPath/CICS for OS/390 (133), (467)

defining switches to CallPath (468)

CallPath/CICS for OS/390 start up (836)

CallPath/CICS system administrator (147)

Casual User Restore API (283)

changing information (679)

checking Transfer Load Balancing (961)

choice symbol (659)

CICS environment (155)

CICS for MVS/ESA(TM) (121)

CICS test environment (452)

CICS transaction ID See transaction ID

CICS Transaction Server for OS/390 (122)

CICS, validating software load and definition (615)

clear key (656)

CMCT (182)

common panels (783)

Common System Settings panel

determining the host offset (1041)

Common System Settings Work Sheet

determining the host offset (1042)

concatenate load libraries (505), (551)

configuration information

prerequisite tasks (451)

configuration panels See CallCoordinator panels

connect table

Connect Table (572), (600)

contextual (field) Help (685)

coordinated voice and data conference (352), (359)

coordinated voice and data consultation (350), (358)

coordinated voice and data transfer (339), (340), (341), (346)

Copying a Screen During Conference and Consultation Calls (1031)

COR (569), (597)

COR General Settings (196)

COR General Settings panel (200), (202), (212)

COR General Settings panel (VA33) (906)

COR General Settings Work Sheet (195), (198), (204), (290)

COR Operations panel (712), (837)

COR Operations panel (VA10) (871)

COR Telephony Settings (215)

COR Telephony Settings panel (219)

COR Telephony Settings panel (VA32) (910)

COR Telephony Settings Work Sheet (214), (217), (236), (292)

cursor movement (633)

automatic cursor movement (635)

in the host panels (634)

manual cursor movement (636)

customization (487)

data sets (488)

for MRO (555)

for SRO (520)

customization using exits (770)

customizing CallCoordinator sessions (1019)

data

required equipment

personal computer (112)

data collection (421), (423), (425), (428)

data entry (510)

data reporting (422), (443), (445), (447)

data sets (486), (491), (493), (495)

data tables (887)

DD statement (550)

default language (754)

default value symbol (675)

defaults See product defaults

defining CICS Resources to MVS Coupling (492), (494)

defining the CallCoordinator region to CICS (564), (592)

defining the user AORs (576), (604)

defining TORs (582), (610)

determining busy levels (370)

DFHXTENF exit program (559)

dialed number identification service See DNIS, DNIS

dialing prefixes (814)

Disabling and Enabling Your Terminal During a CallCoordinator Session (1025)

display field help (688)

display-only fields (700)

DNIS (306)

verifying DNIS (851)

DNIS to Application (VA45) (942)

DNIS to Application panel

accessing the panel (796)

configuring the panel (798)

example of the DNIS to Application panel (797)

DNIS to Application panel (VA45) (939)

DNIS to Application Work Sheet

DSA (519)

EDSA (518)

EIVP, the software validation program (616)

enabling system administration functions (701)

enterable field Help (686)

entry panels (661)

entering information (662)

selecting an object

equipment requirements (93)

escape key (657)

event message (188)

Exit name file (769)

exit program (560)

exits (913)

extended (panel) Help (Ex Help) (691)

Extensions panel

Extensions Work Sheet

EZPSXTEC, the DFHXTENF exit enabler

adding EZPSXTEC to startup PLTPT (585), (612)

for user AORs (578), (606)

feature names (90)

field (contextual) Help (684)

field classifications (668)

field entries, alphanumeric (669)

fields, numeric (672)

fields, single character (673)

function

defining an agent's function (782)

defining the backup telephone number for a function (622)

requesting a Transfer Load Balancing number for a function (860)

function keys (653)

General Settings panel (746), (760)

accessing the panel (759)

entering information (762)

Host offset default (756)

test environment (750)

glossary (1048)

Greenwich Mean Time (185), (186), (209) See also time offset

calculating the difference (187), (194), (210)

hardware requirements (95)

help function keys (698)

high-level qualifier (482)

HLQ, prefix (483)

host offset (208)

Host offset default (758)

Host offset field (1043)

host software (115)

Host-Initiated Telephony API (343)

host-initiated transfer (367)

IBM products (91)

initial transaction See transaction ID

initialization of the CallCoordinator software (711)

initializing VSAM data sets (538)

input field classifications (667)

Inquire Agents API (438)

Inquire Call Data API (337), (434)

Inquire Party Data API (435)

installation (449)

installation test See test environment requirements, test environment

Installation Verification Program

example of the CallCoordinator Intelligent Answering panel (825)

how to use the program (824)

Transaction IDs to use with the program (826)

Integrated Services Data Network (ISDN) (102)

intelligent answering

Intelligent Answering (297), (840)

Agent Detail panel (792)

ANI (332)

CallCoordinator Telephony Settings panel (791)

DNIS (308)

DNIS to Application panel (793)

enabling the feature (790)

feature (298)

maintaining (930)

methods (302)

pilot number (324)

Pilot to Application panel (795)

trunk ID (316)

Trunk to Application panel (794)

inter-region communication activity (565), (577), (593), (605)

inter-switch tracking number

panel (416)

Transfer Load Balancing (369), (380)

work sheet (415)

Inter-switch Tracking Number panel

Inter-switch Tracking Number Work Sheet (395), (410), (417)

Inter-switch Tracking Number Work Sheet (411)

interactive voice response

sign-on to CallCoordinator (568), (596)

international time zones (1039)

IRC See inter-region communication activity, inter-region communication activity

IVR (158), (287), (294) See also interactive voice response

JCL See job control language

job control language (500), (548), (584)

journaling (503)

installing MIS Log (543)

key fields (642)

keys Help (693)

language-specific software

defining preferred or default language to CallCoordinator (752)

load balancing See Transfer Load Balancing, Transfer Load Balancing

Load Balancing Function panel (403)

example of the panel (808)

Load Balancing Function Work Sheet (390), (391)

load module PDS (499)

loading the CallCoordinator software (460)

names to avoid (461)

printing copy code (471)

printing sample programs (472)

software load tasks (466)

log history file and backup files

maintaining agent environment (919)

maintaining intelligent answering (928)

maintaining system operations (865)

maintaining the log history and backup files (1006)

maintaining transfer load balancing (957)

manual archiving See archiving

memory requirements (516)

menu panels (645)

selecting information (646)

message Help (694)

migrating VSAM data sets (540)

MIS log

MIS Log (232), (502)

installing (542)

messages (1010)

reports (1012)

MIS log data sets (1004)

MIS log Exit (768)

modifying balance points (994)

modifying inter-switch tracking number (976)

modifying load balancing function (985)

modifying switch-to-switch dialing prefixes (970)

modifying table sizes (875)

modifying telephony settings (909)

modules for CallCoordinator (489)

monitored resource, additional (915)

More field (643)

MRO See multiregion operation

multiple agents sharing one extension (267)

multiregion operation

defining the CallCoordinator software to CICS (553)

required tasks for installing (456)

names of products and features (88)

navigation See panel navigation, panel navigation

node error program logic (504)

installing node error program logic (546), (547)

nonprogrammable terminal (NPT) (103)

number sign, using it as an identifier (663)

numeric fields (671)

on-line Help (681)

Operations (862)

panel (extended) Help (Ex Help) (690)

panel navigation

accessing the CallCoordinator agent panels (630)

accessing the system administration panels (628)

panel types (627)

panels

Additional Monitored Resource panel (787)

Agent Detail - CallCoordinator panel (251)

Agent Detail panel (272), (778)

Agent Sign On/Off panel (207)

Agent Utility panel (354)

Balance Point panel (408)

CallCoordinator Additional Monitored Resource panel (244), (248)

CallCoordinator Start up/Shut down panel (165), (706)

CallCoordinatorInter-switch Tracking Number panel (412)

COR General Settings panel (201), (203), (213)

COR Recovery Policy panel (730)

COR Telephony Settings panel (220), (276), (314), (355), (1047)

General Settings panel (744)

Load Balancing Function panel (402)

Problem Determination panel (169)

Switch Detail panel (193), (734)

Switch-to-Switch Dialing Prefix panel (420)

System Administration panel (168)

Table Sizes panel (179)

Telephony Settings panel (763)

PDS load module (498)

PDS, allocating (544)

Percent Busy Number (PBN) (375)

personal computer (109)

personnel requirements (94), (137)

personnel requirements for installation verification (619), (819)

pilot number

Intelligent Answering method (300), (310), (323)

panel (414)

target pilot number (240)

Transfer Load Balancing (368), (379), (386)

work sheet (413)

Pilot Number to Application Work Sheet (328)

Pilot to Application panel

accessing the panel (802)

configuring the panel (804)

example of the Pilot to Application panel (803)

Pilot to Application Work Sheet

planning (92)

planning for system operations (153)

planning for Transfer Load Balancing (362)

Position (781)

Position to field (641)

preferred language (753)

printing copy code (473)

Private Branch Exchange (PBX) See switch

product defaults

defaults for installation verification (626)

table size defaults (717)

Telephony Settings panel defaults (771)

product names (89)

Program Directory (463)

programmable work station (PWS) (101)

queue management (230)

RDO method for defining jobs (490)

Re-initialize API (348)

recovery (173)

recovery after system failure (729)

accessing the panel (732)

entering information (733)

recycle CICS region (506), (552)

reload tables (885)

reloading CallCoordinator tables (881)

restart (174)

Screen Copy API (265), (360)

screen presentation (223)

Screen Presentation Exit (567), (570), (595), (598)

Screen Presentation Manager exit (766)

screen sizes (106)

screen-display environment (747)

General Settings panel (751)

scrolling within a panel (655)

search function (638)

in the Position to field (640)

security (507)

selecting an action (648)

selection field (660)

Set Agent Mode API (281)

Set ANI ID API (430)

Set Control Number API (431)

setting balance points (809)

shutdown (677), (708), (715)

automatic (161)

manual (162)

startup and shutdown (154)

Sign Off API (278)

Sign On API (258), (263), (277)

sign on, agent (834), (839)

sign on, what to do if it fails (1037)

Signing Off of CallCoordinator (1034)

signing on to CallCoordinator (1023)

single-region operation (523)

SIT See System Initialization Table

SMP/E (124)

software

CallCoordinator software elements (474)

defining CallCoordinator software elements to CICS (496)

software release (485)

software version (484)

software load tasks (465)

names to avoid

software requirements (114)

CallCoordinator (130)

CallPath SwitchServer/2 (135)

CallPath/CICS for OS/390 (132)

SRO See single-region operation

start up (831), (835)

Start up/Shut down panel (709)

starting up and shutting down CallCoordinator (868)

startup

automatic (163)

manual (164)

storage, above the line (514)

switch

defining to CallPath (469)

switch configuration for the test environment (625)

switch status (830)

Switch Detail panel (192), (736)

Switch Detail Panel (741)

accessing the panel (739)

entering information (743)

test environment (738)

Switch Detail panel (VA42) (900)

Switch Detail Work Sheet (183), (190), (288)

determining the time offset (1045)

switch engineer (142)

Switch List panel (VA41) (897)

Switch Operations panel (VA20) (891)

switch-to-switch dialing prefix (815)

Switch-to-Switch Dialing Prefix panel

example of the panel (816)

Switch-to-Switch Dialing Prefix Work Sheet (397), (398)

Switches panel

determining the time offset (1044)

symbol for a default value (674)

sysplex operation

Additional Monitored Resource (239)

COR General Settings (197)

COR Telephony Settings (216)

recovery and restart (175)

startup and shutdown (159)

Switch Detail (184)

System Security (167)

User Screen Control (250)

System Administration panel (703)

system administration panels (702)

Additional Monitored Resources (VA48) (918)

Agent Detail panel (777)

Agents (VA43) (927)

CallCoordinator Balance Point (VA4B) (1002)

CallCoordinator COR Table Sizes panel (VA34) (880)

CallCoordinator Inter-switch Tracking Number (VA4D) (984)

CallCoordinator Load Balancing Function (VA4C) (993)

COR General Settings panel (VA33) (908)

COR Operations panel (VA10) (873)

COR Recovery Policy panel (731)

COR Telephony Settings panel (VA32) (912)

DNIS to Application (VA45) (941), (944)

General Settings panel (745)

Start up/Shut down panel (707)

Switch Detail panel (735)

Switch Detail panel (VA42) (902)

Switch List panel (VA41) (899)

Switch Operations panel (VA20) (893)

Table Sizes panel (718)

Telephony Settings panel (764)

TLB Statistics (VA49) (969)

Transfer Load Balancing (VA49) (966), (975), (981), (990), (999)

Trunk to Application (VA46) (950), (953)

system administration tasks (864)

System administration tasks (863)

system administrator (620), (820)

system administrator tasks (867), (921), (931), (960)

activating, deactivating, relocating switches (890)

checking Transfer Load Balancing (963)

modifying agent information (924)

modifying balance points (996)

modifying common system settings (905)

modifying DNIS information (938)

modifying inter-switch tracking number (978)

modifying load balancing function (987)

modifying pilot information (956)

modifying switch information (896)

modifying switch-to-switch dialing prefixes (972)

modifying system settings (935)

modifying trunk information (947)

reloading CallCoordinator tables (883)

starting up and shutting down CallCoordinator (870)

updating table sizes for CallCoordinator (877)

system call transfer (855)

System Initialization Table (513)

System Initialization Table entries (517)

system messages (211)

System Modification Program (125)

system modification program extended (470)

system operations, maintaining (866)

system programmer (138)

system recovery and restart (172)

system security (166)

System Settings panel

System Settings Work Sheet

tab key (637)

table sizes (704)

Table Sizes panel (177), (180), (719)

Table Sizes Panel (725)

accessing the panel (724)

entering new defaults (727)

test environment (722)

Table Sizes Work Sheet (176)

tables, reload (886)

target pilots (812)

telephone switch (96)

Telephony Settings panel (765)

accessing the panel (774)

entering information (776)

test environment (773)

terminal

nonprogrammable (105)

3270 (108)

terminal owning region (481), (583), (611)

terminology used in this book (1049)

test environment (721), (737), (748), (772)

equipment requirements (822)

personnel requirements (621), (821)

switch configuration for the test environment (624)

Table Sizes panel (723)

test environment (818)

test environment for MRO (455)

test environment for single-region operation (453)

test environment for sysplex (458)

validating software load and definition to CICS (614)

test environment requirements (151)

time format (755)

time offset (749)

Time offset field (1046)

time offset from Greenwich Mean Time (GMT) (1038)

time zones for the United States (1040)

TLB Statistics panel (VA49) (967)

tracing (541)

transaction ID (617)

Transaction IDs for the Installation Verification Program (827)

transaction IDs used during verification (618)

transfer load balancing

Transfer Load Balancing (228), (345), (805)

maintaining (959)

preparing for verification (786)

Transfer Load Balancing API (387)

Transfer Load Balancing exit (767)

Transfer Load Balancing panel (807)

Transfer Load Balancing panel (VA49) (964), (973), (979), (988), (997)

Transfer Load Balancing, evaluating (381), (383)

Trunk to Application (VA46) (951)

Trunk to Application panel

accessing the panel (799)

configuring the panel (801)

example of the Trunk to Application panel (800)

Trunk to Application panel (VA46) (948)

Trunk to Application Work Sheet (320)

Understanding CallCoordinator (1013)

updating table sizes (874)

user application-owing region (AOR) (558)

User Screen Control (249)

validating software load and definition to CICS (613)

verification procedures (828)

CallCoordinator operation (829)

start-up CallCoordinator (832)

virtual storage access method (497)

creating data sets (533)

data sets, common software (534)

Virtual Storage Access Method (VSAM) (126)

VSAM (127)

VSAM data sets, allocating (535)

VSAM data sets, initializing (537)

VSAM data sets, migrating (539)

VTAM application ID (573), (601)

V800 (509)

work sheets (171)

Agent Detail Work Sheet (270), (285)

Balance Point Work Sheet (394), (407)

CallCoordinator Additional Monitored Resource Work Sheet (242), (246)

CallCoordinator DNIS to Application Work Sheet (313)

CallCoordinator Pilot to Application Number Work Sheet (329)

CallCoordinator Trunk to Application Work Sheet (321)

COR General Settings Work Sheet (199), (205), (274), (291)

COR Telephony Settings Work Sheet (218), (273), (275), (293)

determining the host offset (1042)

determining the time offset (1045)

Inter-switch Tracking Number Work Sheet (396)

Load Balancing Function Work Sheet (392), (401)

Switch Detail Work Sheet (191), (289)

Switch-to-Switch Dialing Prefix Work Sheet (399), (419)

workstation (823)

Write MIS Record API (441)