System Management Guide

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CallPath® CallCoordinator®/CICS® for OS/390®
System Management Guide

Version 2, Release 1

5655-B34

Document Number SC34-5395-01
Note!

Before using this information and the product it supports, be sure to read the general information under "Notices".

Second Edition (June 2000)

This edition applies to IBM CallPath® CallCoordinator®/CICS® for OS/390®, Version 2 Release 1 (program number 5655-B34), and to any subsequent releases and modifications until otherwise indicated in new editions. This edition replaces SC34-5395-00.

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© Copyright International Business Machines Corporation 1992, 2000. All rights reserved.
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Table of Contents

  • Figures

  • Tables

  • Notices
  • Trademarks

  • About this book
  • Who Should Read This Book
  • How This Book is Organized
  • Where to Find More Information
  • Making comments on this book

    • Part 1. Planning

  • Chapter 1. Introduction
  • About the Planning Tasks

  • Chapter 2. Planning for Equipment and Personnel Requirements
  • Hardware Requirements
  • Software Requirements
  • Personnel Requirements
  • Test Environment Requirements

  • Chapter 3. Planning for System Operations
  • CICS Environment
  • Startup and Shutdown
  • System Security
  • System Status
  • Work Sheets
  • Recovery and Restart
  • CallCoordinator Table Sizes
  • Switch Detail Settings
  • COR General Settings
  • COR Telephony Settings
  • Additional Monitored Resource Settings
  • User Screen Control

  • Chapter 4. Planning for Agent Operations
  • Signon and Sign-Off
  • Multiple Agents Sharing One Extension
  • Agent Call Handling
  • Agent Detail Settings

  • Chapter 5. Planning for Intelligent Answering
  • Understanding Intelligent Answering
  • Planning for the Extension Number Method
  • Planning for the DNIS Method
  • Planning for the Trunk ID Method
  • Planning for the Pilot Number Method
  • Planning for ANI

  • Chapter 6. Planning for Coordinated Voice and Data Transfer
  • Evaluating Coordinated Voice and Data Transfer
  • Preparing to Enable Coordinated Voice and Data Transfer

  • Chapter 7. Planning Coordinated Voice, Data Consultation, Conference
  • Consultation
  • Conference
  • Evaluating Coordinated Voice, Data Consultation, Conference
  • Enabling Coordinated Voice, Data Consultation, Conference

  • Chapter 8. Planning for Transfer Load Balancing
  • How Transfer Load Balancing Works
  • Planning Tasks for Transfer Load Balancing
  • Understanding the Transfer Load Balancing Module
  • Evaluating Transfer Load Balancing
  • Preparing to Enable Transfer Load Balancing

  • Chapter 9. Planning for Data Collection and Reporting
  • Planning for Data Collection
  • Planning for Data Reporting

    • Part 2. Installation

  • 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
  • About the CallCoordinator CICS Definitions

  • Chapter 14. Defining CallCoordinator to CICS for SRO
  • Task Overview for Single Region Operation
  • Limiting Access to System Administration Functions
  • Using Macro Tables to Define CICS Resources
  • RDO to Define CICS Resources for SRO
  • Creating the VSAM Data Sets
  • Creating User Journals for Tracing
  • Creating User Journals for MIS Logging
  • 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 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

  • 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 Enter Information on the Panels
  • How to Use Online Help

  • 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
  • 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
  • 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
  • Signing On to CallCoordinator
  • Verification Procedures for Intelligent Answering
  • Verification Procedure for Coordinated Voice and Data Transfer
  • Verification Procedures for Transfer Load Balancing
  • Signing off as Agents

    • Part 3. Operations

  • Chapter 25. Introducing System Administration
  • Overview of the CallCoordinator System Administration Tasks

  • Chapter 26. Operating the CallCoordinator System
  • Starting Up and Shutting Down CallCoordinator
  • Modifying Table Sizes
  • Table Reload
  • Activating Deactivating and Relocating Switches
  • Modifying Switch Information
  • Modifying General Settings
  • Modifying Telephony Settings
  • Defining Additional Monitored Resource

  • Chapter 27. Maintaining the Agent Environment
  • Modifying Agent Information

  • Chapter 28. Maintaining Intelligent Answering
  • Modifying Agent Information for Intelligent Answering
  • Modifying System Settings for Intelligent Answering
  • Modifying DNIS Information for Intelligent Answering
  • Modifying Trunk Information for Intelligent Answering
  • Modifying Pilot Information for Intelligent Answering

  • Chapter 29. Maintaining Transfer Load Balancing
  • Checking CallCoordinator Transfer Load Balancing
  • Modifying CallCoordinator Switch-to-switch Dialing Prefixes
  • Modifying CallCoordinator Inter-switch Tracking Numbers
  • Modifying CallCoordinator Load Balancing Function
  • Modifying CallCoordinator Balance Points

  • Chapter 30. Maintaining Data Collection and Reporting (MIS Log)
  • Maintaining the MIS Log Journal and Backup Files

  • Chapter 31. Performing Agent Tasks
  • Understanding CallCoordinator
  • Accessing the Agent Sign On/Off Panel
  • Customizing Your CallCoordinator Session
  • Signing on to CallCoordinator
  • Disabling your Terminal During a Session
  • Copying a Screen During Conference and Consultation Calls
  • Signing Off of CallCoordinator

    • Part 4. Appendixes

  • Appendix A. What To Do If Verification Fails

  • Appendix B. Determining Time Offset from Greenwich Mean Time

  • Appendix C. CallCoordinator Worksheets

    • Part 5. Glossary and Index

  • Glossary of terms and abbreviations

  • Index

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