CALLPATH VERSION 2.2 -- COMPUTER TELEPHONY SOLUTIONS FOR A CUSTOMER SERVICE ADVANTAGE

CallPath Version 2.2 -- Computer Telephony Solutions for a Customer Service Advantage

Software Announcement
June 9, 1998
Announcement Letter Number: 298-183


Table of Contents:



At a Glance

With CallPath Version 2.2, you can streamline your customer service operations by using advanced voice and data applications.

This new release of CallPath includes:

  • Support for the AS/400 platform

  • Support for the Web

  • CallPath Intelligent Routing enhancements

  • New switch support and enhancements to existing switch support

  • Expanded Voice Response Unit (VRU) support

  • Enhanced Java Telephony beans including support for DirectTalk and CallPath Web Connection
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Overview

CallPath (R) Version 2.2, networked computer telephony software, enables applications to link the data processing power of a computer with the telephony processing capabilities of telephone systems.

New in CallPath Version 2.2

  • CallPath Web Connection allows Internet connection to a call center

  • CallPath Server for AS/400 (R)

  • CallPath Phone for Java (TM) and the IBM Telephony Toolkit are enhanced:
    • New Java Telephony beans including support for IBM DirectTalk (R) Interactive Voice Response (IVR) platforms and CallPath Web Connections

    • AIX (R) Java Telephony Server
  • CallPath VRU Connections includes support for Voice Response Units (VRU) from Periphonics and Lucent

  • CallPath Intelligent Routing supports: Windows NT (R), expanded database access, and support for switches that do not support trigger

  • CallPath Server and CallPath Enterprise new switch support and enhancements:
    • Alcatel 4400

    • Aspect CallCenter

    • DMS 100 CompuCall Message set 06 (CCM06, CDN06 and SCAI08) including Ethernet attachment

    • Ericsson MD110

    • NEC NEAX2400 ICS and NEC APEX7400 ICS (NEC ICS)

    • Nortel Symposium

    • Philips SOPHO iS3000

    • Siemens Hicom 300E V6.4 Switch Link(North America), 300E V1 and 300 V3.5
  • CallPath Server new switch support
    • TADIRAN Coral



Intended Customers

Customers who need a full range of networked computer telephony offerings on a variety of platforms and want to improve the productivity of their call centers and increase the quality of service delivered to their customers.



Key Prerequisites

  • Server operating systems: Microsoft (TM) Windows NT V3.51 or 4.0 (Intel only), IBM AIX V4.1 to V4.x and IBM OS/2 (R) Warp Connect V3.0 or higher.

  • Client Operating systems: Microsoft Windows NT V3.51 or 4.0 (Intel only), Microsoft Windows (TM) 95 and Windows 3.1, IBM AIX V4.1 to V4.x or HP-UX, SCO UNIX, Sun Solaris and IBM OS/2 Warp V3.0 or higher, or any Java Virtual Machine (JVM) V1.1 or higher. Note that JVM V1.1.4 is required for Year 2000 support.



Planned Availability Date

June 26, 1998

AS/400 Support: Availability and ordering information will be announced later in 1998.

------------------------------

This announcement is provided for your information only. For additional information, contact your IBM representative, call 800-IBM-4YOU, or visit the IBM home page at: http://www.ibm.com



DESCRIPTION

CallPath provides software that enables applications to link the data-processing power of a computer with the telephony processing capabilities of telephone systems. IBM's CallPath family has been an industry leader in the networked computer telephony area since its introduction in 1989, by consistently enhancing rich application enabling capabilities and providing broad industry telephone system interface coverage. IBM has thousands of worldwide CallPath installations providing huge benefits for customers.



CallPath V2.2 Enhancements

CallPath Web Connection

This is a new CallPath Enterprise offering that will enable the integrated servicing of Internet requests, such as Callback, online collaboration, e-mail, and so forth, with the servicing of telephone calls from a switch Automated Call Dispatch (ACD), using single set of agents.

The IBM Telephony Tool Kit for Java has been enhanced to include new Java Telephony Application Programming Interface (APIs) which allow an Internet application to request service such as Callback, enabling a customer to develop a variety of Internet-based service applications.

The IBM Telephony Toolkit and Enterprise Server are a prerequisite for CallPath Web Connection.

Functional components included in this package are:

  • Additional JTAPI APIs that allow an Internet application to request service from a call center. These APIs will be shipped as part of the existing JTAPI Toolkit.

  • The CallPath Web Connection daemon -- a CallPath Enterprise daemon that manages virtual ACD groups and agents.

  • CallPath Web Connection Callback applications -- applications to be installed on an Internet Web server to provide a Callback solution for CallPath Enterprise. Callback is the process by which a customer engaged in self service on the Internet can request a call from a customer service representative of a call center, immediately or at a specific time and day.
CallPath Server for AS/400

The AS/400 system platforms are now supported for use with CallPath Server by the addition of the new CallPath Server for AS/400.

The IBM CallPath Server for AS/400 program provides an API to the AS/400 system application developer and end user, integrating the power of the AS/400 system with a telephone system.

The CallPath Server for AS/400 program enables communication between an AS/400 system and a telephone switch allowing the application program to monitor and influence the actions of the switch. The switch might be a private branch exchange (PBX) on the same premises, a central office (CO) switch at the network supplier's premises, or some other type of specialized telecommunication equipment.

CallPath Server for AS/400 consists of two major components: the CallPath API which is installed on the AS/400, and the CallPath Server V2.2, which is installed on the AS/400 IPCS running Windows NT.

Optionally, the CallPath Server V2.2 may be installed on a network attached Personal Computer running OS/2 or Windows NT, or on an RS/6000 (TM) running AIX.

The CallPath Server for AS/400 program is based on the IBM CallPath Services Architecture (CSA). CSA provides an API that defines a set of platform-independent services. These services allow communication between an AS/400 system and a telephone switch using the CallPath Server V2.2. For further information, refer to the CallPath Server for AS/400 Planning, Installation and Migration Guide.

CallPath Phone for Java and IBM Telephony Toolkit V2.2

  • Enhanced and integrated toolkit which incorporates Java telephony beans for:
    • Interactive Voice Response (IVR) beans that can be executed on any IBM DirectTalk IVR platform

    • CallPath Web Connection

    • CallPath Phone for Java
  • The IBM Telephony Toolkit provides an extensive integrated toolkit that can be used to develop a broad range of CTI applications for call centers.

  • Support for an AIX telephony server, in addition to the previously supported Windows NT and OS/2 platforms.

  • Escape Sequences: This feature enables a customer to write directly to CallPath Enterprise Option APIs that are not currently supported in the Java telephony Toolkit. It will allow custom programming for access to additional functionality within the CallPath Enterprise Option.

  • CallPath Phone for Java and the underlying JTAPI beans have been enhanced to provide richer functionality. These new functions include:
    • Support for the following additional phone features: Autoconnect, DND, Forward, Alternate, Conference and Join

    • Basic Skills Based Routing support

    • Preview Dialer support

    • CallPath reporter support
The IBM Telephony Toolkit is not included with any CallPath V2.2 program package. It will be available via the Web at: on June 26, 1998.

The IVR beans will available August 15, 1998.

CallPath VRU Connections

CallPath VRU Connections provide software that communicates with Voice Response Units. These connections allow faster, easier and more efficient integration of computer telephone applications with these VRU systems. Some examples of capability are:

  • Pass ANIS / DNIS from an incoming call to the VRU

  • Query agent queue wait times

  • Allows the VRU to transfer a call and business data to an agent
In V2.2, VRU connectivity has been expanded. The following VRU systems are now supported:
  • DirectTalk/2 (TM)

  • DirectTalk for AIX

  • Intervoice InterSoft/2

  • Intervoice Version 8

  • INTUITY CONVERSANT System 5.0 and later

  • Syntellect VocalPoint

  • Periphonics (Contact Periphonics for availability date and for further details)
CallPath Intelligent Routing:
  • Windows NT platform support is now included along with AIX and OS/2.

  • Database access has been expanded to provide access to databases other than DB/2. A user exit capability is provided so that a customer application can have an exit routine to connect to other databases allowing applications to be written for databases other than DB/2.

    In addition, an Open DataBase Connectivity (ODBC) interface is provided on the Windows NT platform that allows connection to any database that has implemented the ODBC standard.

    The following table shows function support against platform.

       Functions/Platform                  OS/2        AIX        NT
    

    User Exit Enabler X X X Shared Library for DB2 (R) X X X Shared Library for ODBC X

  • Support for switches that do not support Trigger. The basic design of CallPath Intelligent Routing requires that a trigger capability is offered by the switch. This release can now operate with switches that do not have this facility but require the use of a VRU. The customer must perform some custom programming to take advantage of this capability.

  • CallPath Intelligent Routing now includes support for the Nortel DMS 100 switch.
Nortel DMS 100 Support on CallPath Server and CallPath Enterprise Option:
  • Enhanced software telephony providing support for Answer Call, Hold Call (Hard Hold), Disconnect Call and Retrieve of Hard Hold

  • Support for Centrex lines enabling:
    • Third party Call Control
  • Support for Multiple Logical Circuits on X25
    • Connection of multiple CallPath Switch Connections on a single modem line
  • Ethernet switch connectivity as an alternative to X.25

  • Other features include:
    • Event message when Hard Hold is manually removed

    • Query of Centrex Line status using the Query Party Status API

    • Variable time interval for continuity test

    • Variable number of resources monitoring (previously fixed at 3000 now 1-6000)

    • Improved error messaging
NEC NEAX2400 ICS and NEC APEX7400 ICS (NEC ICS)
  • CallPath Server and CallPath Enterprise Option now support the NEC ICS switches including support for the NEC Infolink. The Infolink support provides for control of the agent states (logon, logoff, ready, not ready, and so on). This will enable a call center to control agent activity through a CTI application.

  • Expanded support to all CallPath Server platforms: NT, AIX and OS/2.
Philips SOPHO iS3000 support on both CallPath Server and CallPath Enterprise Option.

Support for the Philips switch is expanded to cover both the Windows NT platform and connectivity to the switch using Ethernet.

Contact Philips for availability date of the Ethernet support.

Nortel Symposium

CallPath Server and CallPath Enterprise Option now support Nortel's strategic call center switch software in compatibility mode. Symposium supports all the Meridian Link Release 4 function and some of the Release 5 function.

CallPath Server and CallPath Enterprise Option New Switch Support

  • Alcatel 4400

  • Ericsson MD110

  • Philips SOPHO

  • Siemens Hicom 300E V6.4 Switch Link(North America), 300E V1 and 300 V3.5

  • Aspect CallCenter -- A new, CSTA compliant link to the Aspect ACD is now available and supersedes the older CallPath connection provided by Aspect.

    The new link uses the Aspect CSTA Gateway and supports Version 6 of the Aspect ACD. IBM and Aspect have not yet tested with Version 7 and customers interested in this version of the Aspect ACD should contact either their local IBM or Aspect representative.

CallPath Server Adds Support For:
  • TADIRAN Coral -- CallPath Server and SwitchServer/2 (TM) support is now available for the TADIRAN Coral, which connects to CallPath using the CSTA standard. IBM's CSTA support has been upgraded to provide new functions to support the TADIRAN Coral, including trunk monitoring.
The latest switch support status for all CallPath products is available on the Web at:



Year 2000

These products are Year 2000 ready. When used in accordance with its associated documentation, it is capable of correctly processing, providing, and/or receiving date data within and between the 20th and 21st centuries, provided all other products (for example, software, hardware, and firmware) used with the product properly exchange accurate date data with it.

The maintenance end date for this Year 2000 ready product is January 31, 2001.



PRODUCT POSITIONING

CallPath Version 2.2 continues to focus on your call center by:

  • Increasing agent productivity
  • Increasing revenue
  • Reducing costs
  • Improving customer service
  • Enhancing information for managers
  • Leveraging information investments
Trademarks
      RS/6000, DirectTalk/2, and SwitchServer/2 are trademarks of
      International Business Machines Corporation in the United
      States or other countries or both.
      CallPath, AS/400, DirectTalk, AIX, OS/2, and DB2 are registered
      trademarks of International Business Machines Corporation in
      the United States or other countries or both.
      Microsoft and Windows are trademarks of Microsoft Corporation.
      Windows NT is a registered trademark of Microsoft Corporation.
      Java is a trademark of Sun Microsystems, Inc.
      Other company, product, and service names may be trademarks or
      service marks of others.



SUPPLEMENTAL INFORMATION

For more information about each of the CallPath (R) Version 2.2 components, refer to the CallPath General Information manual.



EDUCATION SUPPORT

The appropriate curriculum will be updated, as necessary, to include the enhancements described in this announcement.

Details of available education courses is available on the Web at:

Descriptions of all classroom and self-study courses are available.

Call IBM Education and Training at 800-IBM-TEACH (426-8322) for education catalogs, schedules and enrollments.



PUBLICATIONS

The following publication can be ordered immediately after planned availability. To order, contact your IBM representative or call 800-879-2755.

                                                       Order
Title                                                  Number

CallPath General Information GC31-8698

CallPath Server for AS/400 (R) Planning, GC33-1365 Installation and Migration Guide

Displayable Softcopy Publications: The following CallPath Version 2.2 publications are offered in displayable softcopy form. All unlicensed manuals are included.

The publications are in HTML and Adobe Acrobat.PDF format and are included with the program packages on the publications CD-ROM. The HTML requires an HTML browser that supports HTML 3.0 and is included on the CD-ROM. A reader is also provided for the Acrobat files.

                                                    Order
Title                                               Number

CallPath Publications Package (CD-ROM) SK2T-6139-01

The publication CD-ROM contains the following:

  • CallPath Server
    • CallPath Services General Information Manual

    • CallPath Server Planning, Installation, and Problem Determination Guide

    • CallPath Developer's Toolkit Programmer's Guide and Reference
  • CallPath SwitchServer (R)
    • Using CallPath SwitchServer
  • CallPath Switch References
    • CallPath Services Reference for Nortel DMS 100

    • CallPath Services Reference for Nortel Meridian 1 PBX

    • CallPath Services Reference for Siemens 9751 CBX R9005

    • CallPath Services Reference for Siemens 9751 CBX R9006

    • CallPath Services Reference for Lucent Technologies Definity Generic 3 PBX

    • CallPath Services Reference for NEC NEAX2400 ICS and APEX7400 ICS

    • CallPath Services Reference for Mitel SX2000 LIGHT

    • CallPath Services Reference for Ericsson MD110

    • CallPath Services Reference for Ericsson ACP1000

    • CallPath Services Reference for Alcatel 4400

    • CallPath Services Reference for Philips SOPHO iS3000

    • CallPath Services Reference for Aspect CallCenter

    • CallPath Services Reference for TADIRAN Coral
  • CallPath Enterprise Option 1 and Packages
    • CallPath Enterprise Client and Server Planning, Installation, and Problem Determination Guide

    • CallPath Enterprise Programmer's Guide and Reference

    • CallPath Enterprise Packages Planning, Installation, and Problem Determination Guide

    • CallPath Web Connection User's Guide

    • CallPath Phone for Java (TM) User's Guide
  • CallPath Enterprise Option 2
    • CallPath CallCoordinator (TM) for OS/2 (R) and Windows (TM) General Information Manual

    • CallPath CallCoordinator/2 (TM) Quick Reference

    • CallPath CallCoordinator/2 User's Guide

    • CallPath CallCoordinator/2 System Administrator's Guide

    • CallPath CallCoordinator/2 Server System Administrator's Guide

    • CallPath CallCoordinator/2 Archive System Administrator's Guide

    • CallPath CallCoordinator/2 Messages

    • CallPath CallCoordinator for Windows User's Guide

    • CallPath CallCoordinator for Windows System Administrator's Guide



TECHNICAL INFORMATION



Specified Operating Environment

Hardware Requirements

CallPath Server and CallPath Enterprise Option

  • System Processor:
    • Any Intel-based system, supported by the operating system. A Pentium (TM) 166 MHz or higher is recommended. Or,

    • Any RS/6000 (TM) processor, including PowerPC systems, that supports AIX (R) Version 4.1 to V4.x. Or,

    • Any Sun SPARC processor supported by Sun Solaris V2.2 or higher. Or,

    • Any Hewlett Packard Series 9000 with 700 and 800 workstations. Or,

    • Any Java capable computer supporting JVM V1.1 or higher. Note that JVM V1.1.4 is required for Year 2000 support.
CallPath Server for AS/400
  • Any network attached PC (refer to CallPath Server requirements)

  • For installation on the AS/400 Integrated PC Server (IPCS):
       Order
       Number                                     System Model
    

    6617 640, 650, S30, S40 2854 600, 620, S10, S20 2857 170 2852 150

Telephone System Connectivity Requirements: For the specifics of telephone system hardware required to connect a CallPath Server to the telephone system, refer to the CallPath Services Reference manual for the specific telephone system required.

Switch specific documentation is available on the Web at:

For further information on all switches supported by CallPath SwitchServer/2 (TM), CallPath Switch Connections, CallPath Server and CallPath Enterprise Options, consult your IBM representative and/or the switch vendor.

Software Requirements

For CallPath Web Connection

  • A Web Server that supports JVM V1.1 (or higher) Servlet APIs such as Domino (TM), and so forth

  • A Database that supports Java Database Connectivity (JDBC) such as Domino, and so forth
For CallPath Server for OS/2
  • IBM OS/2 Warp Version 3.0 or higher
For CallPath Server for Windows NT (R)
  • Microsoft (TM) Windows NT Workstation Version 3.51 or 4.0
For CallPath Server for AIX
  • IBM AIX V4.1 to V4.x for RS/6000 workstations and servers
For CallPath Enterprise Option Server for OS/2
  • IBM OS/2 Warp Version 3.0 or higher
For CallPath Enterprise Option Server for Windows NT
  • Microsoft Windows NT Workstation Version 3.51 or 4.0
For CallPath Enterprise Option Server for AIX
  • IBM AIX Version 4.1.4 to V4.x
For CallPath Server Clients -- OS/2, Windows 95, Windows NT, Windows 3.11, AIX, Sun Solaris, HP UNIX (R), and SCO UNIX
  • IBM OS/2 Warp Version 3.0 or higher, or
  • IBM AIX Version 4.1 to V4.x, or
  • Microsoft Windows 3.11, or
  • Microsoft Windows 95 or Windows NT Version 3.51 or 4.0, or
  • SCO Unix System V/386 R3.2
  • Sun Solaris V2.2 or higher
  • HP UNIX V9.01 or higher
For CallPath Enterprise Option Clients -- OS/2, Windows 95, Windows NT, Windows 3.11, AIX, JTAPI and SCO UNIX
  • IBM OS/2 Warp Version 3.0 or higher, or

  • IBM AIX V4.1.4 to V4.x, or

  • Microsoft Windows 3.11, or

  • Microsoft Windows 95 or Windows NT Version 3.51 or 4.0, or

  • SCO UNIX System V/386 R3.2

  • JVM V1.1 or higher
For CallPath Phone for Java
  • JVM V1.1 or higher. Note that JVM V1.1.4 is required for Year 2000 support.
For CallPath Connectivity Software
  • For LU 6.2 (APPC) communication links with CallPath SwitchServer/2 and for some local switch connections, use one of the following for the desired operating system:
    • IBM eNetwork (TM) Personal Communications V4.2 for OS/2 (Recommended), or

    • IBM eNetwork Communications Server for Warp

    • IBM eNetwork Communications Suite for Windows V1.1, (Windows 95 and Windows NT)

    • IBM eNetwork Communications Server for AIX V5.0

    • Microsoft SNA Server, a component of Microsoft BackOffice
  • For Ethernet connectivity and client/server communications, IBM TCP/IP or equivalent TCP/IP for the operating system being run and the latest Corrective Service Diskettes (CSDs) is required.
Refer to detailed software requirements for all CallPath V2.2 products in the available publications.

Compatibility

CallPath Enterprise Option and CallPath Server V2.2 is compatible with IBM SwitchServer/2 (TM) V2.1.

CallCoordinator compatibility with CallPath Enterprise Option.

  • CallCoordinator/2 HAT Facility files will execute under CallPath Enterprise Option's CallPath HAT Facility, some modifications may be required.

  • CallCoordinator for Windows' DDE Interface will run under CallPath DDE, but may require some modifications.

  • CallCoordinator/2 Archive may be replaced by the CallPath Reporter.

  • CallCoordinator/2 and CallCoordinator for Windows may be replaced by the CallPath Enterprise Client, CallPath HAT Facility, and CallPath DDE.
CallPath Server and CallPath Enterprise Option V2.2 must operate with the CallPath Switch Connections V2.2.

CallPath Enterprise Option compatibility with CallPath Server.

  • CallPath Enterprise Option V2.1 Client and Client Applications are compatible with CallPath Enterprise Option V2.2.

  • CallPath Enterprise Option V2.1 Server and Server Applications must be upgraded to V2.2.

  • CallPath Enterprise Option V2.1 is not compatible with CallPath Server V2.2.

  • CallPath Enterprise Option V2.2 is not compatible with CallPath Server V2.1.
Users of previous versions of CallPath products may receive migration planning assistance as a service offering by contacting Customer Relationship Solutions Sales Team (CRSST) in Gaithersburg, Maryland, telephone 301-240-8854. For questions outside of North America, contact the Computer Aided Telephony Systems (CATS) Marketing Support in Hursley, England, telephone number 44-1962-815553.

CallPath Server for AS/400

Full details of application migration from CallPath/400 (TM) to CallPath Server for AS/400 are available in the CallPath Server for AS/400 Planning, Installation and Migration Guide (GC33-1365).

Limitations

  • None of these new switches or switch enhancements listed below apply to any CallCoordinator/2 or CallCoordinator for Windows workstation products.
    • Alcatel 4400

    • Aspect CallCenter

    • DMS 100 CompuCall Message set 06 (CCM06, CDN06 and SCAI08) including Ethernet attachment

    • Ericsson MD110

    • NEC NEAX2400 ICS and NEC APEX7400 ICS (NEC ICS)

    • Nortel Symposium

    • Philips SOPHO iS3000

    • Siemens Hicom 300E V6.4 Switch Link(North America), 300E V1 and 300 V3.5

    • TADIRAN Coral
  • JVM V1.1 is NOT Year 2000 ready. For Year 2000 compliance JVM V1.1.4 or higher is required.

  • CallPath Server and CallPath Enterprise do not support all switches and all switch functions. Refer to the CallPath documentation for full details of product switch support.
Performance Considerations

For CallPath Version 2.2

Performance depends on the call load for a given time period and other applications running concurrently in the system processor.

For assistance, contact your local IBM representative or the Customer Relationship Solutions Sales Team (CRSST), at 301-240-8854, and outside of North America, the Computer Aided Telephony Marketing Support in Hursley, England, at 44-1962-815553.



Planning Information

The customer is responsible for the planning and installation of CallPath Server or CallPath Enterprise Option. In order to take advantage of these products' functions, the customer must evaluate an appropriate application solution based on the specific environment and business needs. For more information on available CallPath solutions, refer to the IBM computer telephony home page at the following Internet address:

IBM and IBM CallPath Business Partners can offer application development, integration, and consulting services based on the CallPath family product line. To complement IBM's CallPath family of products, IBM Business Partners will provide integrated Call Center processing applications.

Customer Responsibilities: The customer is responsible for acquiring a telephone system that is supported by CallPath V2.2 or CallPath SwitchServer/2. To assist customers in planning for CallPath V2.2, information on telephone system support is available at:

The following table shows switch support against CallPath Enterprise options.



CallPath Functions against Telephone Switch Support

Legend:

  • CallPath (SwitchServer/2) -- SS2
  • CallPath Switch Connections -- SC
  • CallPath Skills Based Routing -- SBR
  • CallPath VRU Connections -- VRU
  • CallPath Intelligent Load Balancing -- ILB
  • CallPath Web Connection -- Web
  • CallPath Intelligent Routing -- IR
  • CallPath Phone for Java -- Java
  • CallPath Enterprise -- Ent
  • CallPath Reporter -- Rep
  • CallPath Dialer -- Dialer
Function/Switch         SS2 SC Dialer SBR ILB IR Rep VRU Java Web Ent

Alcatel 4400 Y Y 2,3 Y 4 1 Y Y Y Y Y

Aspect (OEM) Y

Aspect CallCenter Y Y 2 Y 4,5 1 Y Y Y Y Y

Cortelco (OEM) Y

Bosch Integral 33X Y (OEM)

DeTeWe Varix 2000 Y Y

Deutsche Telekom Y Y Octopus 180i/M/M26/S

Ericsson MD110 Y Y 2 Y 4 1 Y Y Y Y Y

Ericsson ACP1000 Y Y

GPT ISDX (OEM) Y

Lucent Definity G3 Y Y 2,3 Y 4,5 Y Y Y Y Y Y

Mitel SX-2000 LIGHT Y Y

NEC ICS Y Y 2 Y 1 Y Y Y Y

Nortel DMS 100 Y Y 2 Y 4,5 Y Y Y Y Y Y

Nortel SL/1 (ML4/ML5) Y Y 2,3 Y 4,5 Y Y Y Y Y Y

Philips SOPHO iS3000 Y Y 2,3 Y 4,5 1 Y Y Y Y

SDX 420N (OEM) Y

Siemens Hicom 300 V3.5 Y 2,3 Y 4 1 Y Y Y Y Y (OEM)

Siemens Hicom 300E V1 Y 2,3 Y 4 1 Y Y Y Y Y (OEM)

Siemens 9751 9005.1 Y Y Y 4 1 Y Y Y Y

Siemens Hicom 300E V6.4 (9751- 9006.4) Y Y Y 4 Y Y Y Y Y Y

TADIRAN Coral Y Y

Notes:

  • ( ) -- Not supported in this release. Contact your IBM representative for further information.
  • Y -- Supported
  • 1 -- Requires a VRU in the solution
  • 2 -- CallPath Dialer preview support
  • 3 -- CallPath Dialer power support
  • 4 -- IVR Based
  • 5 -- Redirect
Installability

Packaging: All CallPath V2.2 Program Packages contain the following:

  • CD-ROM containing all CallPath V2.2 publications
  • CD-ROM containing product code
  • Proof of Entitlement Card for 1 concurrent Use (1 Install for Switch Connections)
  • Registration Card
  • IBM Service and Support Card
  • IPLA Agreement
Program Package Functional Content
  • CallPath Server: The CallPath base product that enables computer telephony integration and the use of other CallPath components, includes CallPath Toolkit.

  • CallPath Enterprise Option: Includes all the functions of CallPath Server plus the CallPath Enterprise client and server code, Enterprise Software developer's Toolkit. The CallCoordinator code is also included.

  • CallPath Switch Connections: Provides the IBM written (non-OEM) switch connections for direct connection to CallPath Server. All of these switch interfaces are shipped on the CD-ROM.

  • CallPath Dialer: Enables integrated preview and power dialing for call centers.

  • CallPath Intelligent Load Balancing: allows ACD queue based load balancing between call centers.

  • CallPath Intelligent Routing: Allows call routing based on customer information from a data base, as well as information provided by a caller. A call may be directed to an ACD queue, the CallPath Intelligent Load balancing or Skills Based routing applications.

  • CallPath Reporter: Captures information about each call, from beginning to end including transfers between locations. Integration of customer specific information and wrap-up codes with telephony events is also supported.

  • CallPath Skills Based Routing: Enables call centers to set up skills profiles for each agent.

  • CallPath VRU Connections: Integration tools to easily add IBM DirectTalk/2 (TM), DirectTalk (R) for AIX and other vendor VRUs to access advanced CallPath Enterprise features such as load balancing, skills based routing and coordinated voice and data transfer, when used with the CallPath Enterprise client.

  • CallPath Phone for Java: Provides a Java based CTI application that allows call center agents to control their telephones from a Java enabled computer. This application provides basic functions such as answering, outbound dialing and disconnect as well as more advanced functions.

    CallPath Phone for Java now replaces both CallPath Monitor V2.1 and CallPath Workbench V2.1. Customers who have these products and are upgrading to CallPath V2.2 must also upgrade CallPath Monitor V2.1 or CallPath Workbench V2.1 to CallPath Phone for Java V2.2. If a customer has both of these products, it is only necessary to purchase a single upgrade and User licenses as required.

  • CallPath Web Connection: Supports interaction between the Web and the call center, allowing information to be obtained from the Web application.
Refer to publications for more details.



Security, Auditability, and Control

CallPath V2.2 uses the security and auditability features of the operating system platform.

The customer is responsible for evaluation, selection, and implementation of security features, administrative procedures, and appropriate controls in application systems and communication facilities.



ORDERING INFORMATION

Program Use Structure

The following product charges are based on installs. The base program package includes a Proof of Entitlement (POE) for 1 install. Addition licenses must be ordered for any additional installations.

  • CallPath Switch Connections:

    A license is required for each switch used by the CallPath Server applications.

The following products have a one-time charge (OTC) and use-based charges available in fixed order quantities of 1, 5, 10, 50, 100, 200 and 500. Each base program package (OTC) includes a use of 1.

Program Package Use Definitions:

The term "seat" means the number of concurrent active agent stations.

  • CallPath Enterprise Option: A Use license is required for every seat and VRU port monitored by CallPath Enterprise Option applications.

  • CallPath Server: A Use license is required for every seat and VRU port monitored by CallPath Server applications.

  • CallPath Dialer: A Use license is required for every seat and VRU port using CallPath Dialer.

  • CallPath Phone for Java: A Use license is required for every seat and VRU port using CallPath Phone for Java.

  • CallPath Skills Based Routing: A Use license is required for every seat and VRU port that will be a target of skills based routing.

  • CallPath Intelligent Load Balancing: A Use license is required for every seat and VRU port that will be a target of intelligent load balancing.

  • CallPath Intelligent Routing: A Use license is required for every seat and VRU port that will be a target of intelligent routing.

  • CallPath Reporter: A Use license is required for every seat and VRU port that will be included in CallPath reporter statistics.

  • CallPath Web Connection A Use license is required for each seat or VRU port that will be a target of CallPath Web Connection.

  • CallPath VRU Connections: A Use license is required for each VRU port using CallPath VRU Connections.

  • CallPath Switch Connections: A license is required for each switch using CallPath.
AS/400 Support: Availability and ordering information will be announced later in 1998.

CallPath Server V2.2

The customer must order the program package and additional Use licenses up to the required number. If required, the customer may also order Switch Connections for use with CallPath Server V2.2. No other CallPath options are valid for use with CallPath Server.

CallPath Enterprise Option V2.2

The customer must order the program package and additional Use licenses up to the required number. The CallPath Server V2.2 product is included with CallPath Enterprise and its use is covered by the CallPath Enterprise licenses.

The customer may also order any of the other available packages.

CallPath V2.2 Upgrade Options

The following upgrade options are available for CallPath V2.2 products:

  • Upgrades from CallPath V2.1 to V2.2.

  • Upgrades to IBM CallPath Enterprise Option V2.2 from any previous version of IBM CallPath Server/2 and CallPath Server/6000.

  • Upgrades to IBM CallPath Enterprise Option V2.2 from any previous version of IBM CallCoordinator/2 Server and CallCoordinator/2 Archive products.

  • Upgrades to IBM CallPath Enterprise Option V2.2 from any previous version of IBM CallCoordinator/2 or IBM CallCoordinator for Windows workstation products.

  • Upgrades to IBM CallPath Server V2.2 from any previous version of IBM CallPath Server/2 and CallPath Server/6000.

  • Upgrades to IBM CallPath Switch Connections V2.2 from any previous version of IBM CallPath SwitchServer/2, and CallPath Server/2 or CallPath Server/6000 switch interface code.

  • Upgrades to IBM CallPath Enterprise Option V2.2 from IBM CallPath Server V2.2.

  • For customers currently licensed for the CallPath/400, an upgrade will be available to CallPath Server V2.2. This includes CallPath Server for AS/400.

  • CallPath Monitor V2.1 and Workbench V2.1 can be upgraded to CallPath Phone for Java V2.2.
The CallPath Version 2.2 Upgrade Program Packages includes authorization for one user.

When upgrading from a user-based product, the customer is authorized to acquire the equivalent number of users, using the User Authorization for Upgrade -- Packs. Order the appropriate Pack sizes to equal the number of previously authorized users for the product being upgraded (refer to order type 5808-AAR).

New and additional users must be acquired at the full price using the User Authorization feature numbers (refer to order type 5807-AAR).

                                             Order
                                             Type     Feature Part
Program Name/Description                     Number   Number  Number

CallPath: Server V2.2 Program Package 5801-AAR 2868 04L7550 (CD-ROM and POE = 1 User) Server 1 Concurrent User 5807-AAR 8627 04L7574 Server 5 Concurrent Users 5807-AAR 8628 04L7575 Server 10 Concurrent Users 5807-AAR 8629 04L7576 Server 50 Concurrent Users 5807-AAR 8630 04L7577 Server 100 Concurrent Users 5807-AAR 8631 04L7578 Server 200 Concurrent Users 5807-AAR 8632 04L7579 Server 500 Concurrent Users 5807-AAR 8633 04L7580

Enterprise Option Program Package 5801-AAR 2869 04L7551 (CD-ROM and POE = 1 User) Enterprise Option 1 Concurrent User 5807-AAR 8634 04L7582 Enterprise Option 5 Concurrent Users 5807-AAR 8635 04L7583 Enterprise Option 10 Concurrent Users 5807-AAR 8636 04L7584 Enterprise Option 50 Concurrent Users 5807-AAR 8637 04L7585 Enterprise Option 100 Concurrent Users 5807-AAR 8638 04L7586 Enterprise Option 200 Concurrent Users 5807-AAR 8639 04L7587 Enterprise Option 500 Concurrent Users 5807-AAR 8640 04L7588

Dialer Program Package 5801-AAR 2873 04L7553 (CD-ROM and POE = 1 User) Dialer 1 Concurrent User 5807-AAR 8641 04L7589 Dialer 5 Concurrent Users 5807-AAR 8642 04L7590 Dialer 10 Concurrent Users 5807-AAR 8643 04L7591 Dialer 50 Concurrent Users 5807-AAR 8644 04L7592 Dialer 100 Concurrent Users 5807-AAR 8645 04L7593 Dialer 200 Concurrent Users 5807-AAR 8646 04L7594 Dialer 500 Concurrent Users 5807-AAR 8647 04L7595 Order Type Feature Part Program Name/Description Number Number Number

Skills Based Routing Program Package 5801-AAR 2893 04L7557 (CD-ROM and POE = 1 User) Skills Based Routing 1 Concurrent User 5807-AAR 8669 04L7617 Skills Based Routing 5 Concurrent Users 5807-AAR 8670 04L7618 Skills Based Routing 10 Concurrent Users 5807-AAR 8671 04L7619 Skills Based Routing 50 Concurrent Users 5807-AAR 8672 04L7620 Skills Based Routing 100 Concurrent Users 5807-AAR 8673 04L7621 Skills Based Routing 200 Concurrent Users 5807-AAR 8674 04L7622 Skills Based Routing 500 Concurrent Users 5807-AAR 8675 04L7623

Intelligent Load Balancing Program Pack. 5801-AAR 2891 04L7555 (CD-ROM and POE = 1 User) Intelligent Load Bal.1 Concurrent User 5807-AAR 8648 04L7596 Intelligent Load Bal.5 Concurrent Users 5807-AAR 8649 04L7597 Intelligent Load Bal.10 Concurrent Users 5807-AAR 8650 04L7598 Intelligent Load Bal.50 Concurrent Users 5807-AAR 8651 04L7599 Intelligent Load Bal.100 Concurrent Users 5807-AAR 8652 04L7600 Intelligent Load Bal.200 Concurrent Users 5807-AAR 8653 04L7601 Intelligent Load Bal.500 Concurrent Users 5807-AAR 8654 04L7602

Intelligent Routing Program Package 5801-AAR 2878 04L7554 (CD-ROM and POE = 1 User) Intelligent Routing 1 Concurrent User 5807-AAR 8655 04L7603 Intelligent Routing 5 Concurrent Users 5807-AAR 8656 04L7604 Intelligent Routing 10 Concurrent Users 5807-AAR 8657 04L7605 Intelligent Routing 50 Concurrent Users 5807-AAR 8658 04L7606 Intelligent Routing 100 Concurrent Users 5807-AAR 8659 04L7607 Intelligent Routing 200 Concurrent Users 5807-AAR 8660 04L7608 Intelligent Routing 500 Concurrent Users 5807-AAR 8661 04L7609

Reporter Program Package 5801-AAR 2892 04L7556 (CD-ROM and POE = 1 User) Reporter 1 Concurrent User 5807-AAR 8662 04L7610 Reporter 5 Concurrent Users 5807-AAR 8663 04L7611 Reporter 10 Concurrent Users 5807-AAR 8664 04L7612 Reporter 50 Concurrent Users 5807-AAR 8665 04L7613 Reporter 100 Concurrent Users 5807-AAR 8666 04L7614 Reporter 200 Concurrent Users 5807-AAR 8667 04L7615 Reporter 500 Concurrent Users 5807-AAR 8668 04L7616

VRU Connections Program Package 5801-AAR 2894 04L7558 (CD-ROM and POE = 1 User) VRU Connections 1 Concurrent User 5807-AAR 8676 04L7624 VRU Connections 5 Concurrent Users 5807-AAR 8677 04L7625 VRU Connections 10 Concurrent Users 5807-AAR 8678 04L7626 VRU Connections 50 Concurrent Users 5807-AAR 8679 04L7627 VRU Connections 100 Concurrent Users 5807-AAR 8680 04L7628 VRU Connections 200 Concurrent Users 5807-AAR 8681 04L7629 VRU Connections 500 Concurrent Users 5807-AAR 8682 04L7630

Phone for Java Program Package 5801-AAR 2897 04L7559 (CD-ROM and POE = 1 User) Phone for Java 1 Concurrent User 5807-AAR 8683 04L7631 Phone for Java 5 Concurrent Users 5807-AAR 8684 04L7632 Phone for Java 10 Concurrent Users 5807-AAR 8685 04L7633 Phone for Java 50 Concurrent Users 5807-AAR 8686 04L7634 Phone for Java 100 Concurrent Users 5807-AAR 8687 04L8035 Phone for Java 200 Concurrent Users 5807-AAR 8688 04L8036 Phone for Java 500 Concurrent Users 5807-AAR 8689 04L8037

Web Program Package 5801-AAR 2898 04L7560 (CD-ROM and POE = 1 User) Web 1 Concurrent User 5807-AAR 8690 04L8038 Web 5 Concurrent Users 5807-AAR 8691 04L8039 Web 10 Concurrent Users 5807-AAR 8692 04L8040 Web 50 Concurrent Users 5807-AAR 8693 04L8041 Web 100 Concurrent Users 5807-AAR 8694 04L8042 Web 200 Concurrent Users 5807-AAR 8695 04L8043 Web 500 Concurrent Users 5807-AAR 8696 04L8044

The following program is licensed by the number of INSTALLS.

                                             Order
                                             Type     Feature Part
Program Name/Description                     Number   Number  Number

CallPath: Switch Connections Program Package 5801-AAR 2871 04L7552 (CD-ROM and POE = 1 Install)

Switch Connections 1 Install 5802-AAR 2477 04L7581

Upgrades

CallPath Server V2.1 to V2.2 5803-AAR 1130 04L7563 Upgrade Program Package Upgrade (CD-ROM and POE for 1 User)

CallPath Server V2.1 to V2.2 5808-AAR 7205 04L8047 Upgrade for 1 Concurrent User

CallPath Server V2.1 to V2.2 5808-AAR 0407 04L8920 Upgrade for 250 Concurrent Users

CallPath Server V2.2 to 5803-AAR 1325 04L8290 CallPath Enterprise Option V2.2 Upgrade Program Package Upgrade (CD-ROM and POE for 1 User)

CallPath Server V2.2 to 5808-AAR 0365 04L8298 CallPath Enterprise Option V2.2 Upgrade for 1 Concurrent User

CallPath Server V2.2 to 5808-AAR 0396 04L8866 CallPath Enterprise Option V2.2 Upgrade for 250 Concurrent Users

CallPath Server V2.2 5803-AAR 1326 04L8291 Program Package Upgrade from any CallPath Server/2 or Server/6000 (CD-ROM and POE for 1 User)

CallPath Server V2.2 Upgrade from 5808-AAR 0409 04L8922 any CallPath Server/2 or Server/6000 Upgrade for 1 Concurrent User

CallPath Server V2.2 Upgrade from 5808-AAR 0410 04L8923 any CallPath Server/2 or Server/6000 Upgrade for 250 Concurrent Users

CallPath Enterprise Option V2.1 to V2.2 5803-AAR 1131 04L7564 Upgrade Program Package Upgrade (CD-ROM and POE for 1 User)

CallPath Enterprise Option V2.1 to V2.2 5808-AAR 7206 04L8048 Upgrade for 1 Concurrent User

CallPath Enterprise Option V2.1 to V2.2 5808-AAR 0390 04L8865 Upgrade for 250 Concurrent Users

CallPath Enterprise Option V2.2 5803-AAR 1328 04L8293 Program Package Upgrade from CallPath Server/2 and Server/6000 (CD-ROM and POE for 1 User)

CallPath Enterprise Option V2.2 5808-AAR 0397 04L8867 Upgrade from CallPath Server/2 and Server/6000 Upgrade for 1 Concurrent User

CallPath Enterprise Option V2.2 5808-AAR 0398 04L8868 Upgrade from CallPath Server/2 and Server/6000 Concurrent Users Upgrade for 250 Concurrent Users Order Type Feature Part Program Name/Description Number Number Number

CallPath Enterprise Option V2.2 5803-AAR 1330 04L8295 Program Package Upgrade from CallCoordinator/2 Server and CallCoordinator/2 Archive Products (CD-ROM + POE for 1 User)

CallPath Enterprise Option V2.2 5808-AAR 0441 04L8869 Upgrade from CallCoordinator/2 Server and CallCoordinator/2 Archive Products Upgrade for 1 Concurrent User

CallPath Enterprise Option V2.2 5808-AAR 0400 04L8870 Upgrade from CallCoordinator/2 Server, CallCoordinator/2 Archive Products Upgrade for 250 Concurrent Users

CallPath Enterprise Option V2.2 5803-AAR 1331 04L8296 Program Package Upgrade from CallCoordinator/2 or CallCoordinator for Windows Workstation products (CD-ROM + POE for 1 User)

CallPath Enterprise Option V2.2 5808-AAR 0401 04L8871 Upgrade from CallCoordinator/2 or CallCoordinator for Windows Workstation products Upgrade for 1 Concurrent User

CallPath Enterprise Option V2.2 5808-AAR 0402 04L8872 Upgrade from CallCoordinator/2 or CallCoordinator for Windows Workstation products Upgrade for 250 Concurrent Users

Dialer V2.1 to V2.2 5803-AAR 1155 04L7566 Upgrade Program Package (CD-ROM and POE for 1 User)

Dialer V2.1 to V2.2 Upgrade 5808-AAR 7208 04L8050 for 1 Concurrent User

Dialer V2.1 to V2.2 Upgrade 5808-AAR 0386 04L8660 for 250 Concurrent Users

Skills Based Routing V2.1 to V2.2 5803-AAR 1159 04L7570 Upgrade Program Package (CD-ROM and POE for 1 User)

Skills Based Routing V2.1 to V2.2 5808-AAR 7212 04L8054 Upgrade for 1 Concurrent User

Skills Based Routing V2.1 to V2.2 5808-AAR 0411 04L8924 Upgrade for 250 Concurrent Users

Intelligent Load Balancing V2.1 to V2.2 5803-AAR 1157 04L7568 Upgrade Program Package (CD-ROM and POE for 1 User)

Intelligent Load Balancing V2.1 to V2.2 5808-AAR 7210 04L8052 Upgrade for 1 Concurrent User

Intelligent Load Balancing V2.1 to V2.2 5808-AAR 0406 04L8912 Upgrade for 250 Concurrent Users

Intelligent Routing V2.1 to V2.2 5803-AAR 1156 04L7567 Upgrade Program Package (CD-ROM and POE for 1 User) Order Type Feature Part Program Name/Description Number Number Number

Intelligent Routing V2.1 to V2.2 5808-AAR 7209 04L8051 Upgrade for 1 Concurrent User

Intelligent Routing V2.1 to V2.2 5808-AAR 0405 04L8677 Upgrade for 250 Concurrent Users

Reporter V2.1 to V2.2 5803-AAR 1158 04L7569 Upgrade Program Package (CD-ROM and POE for 1 User)

Reporter V2.1 to V2.2 Upgrade 5808-AAR 7211 04L8053 for 1 Concurrent User

Reporter V2.1 to V2.2 Upgrade 5808-AAR 0403 04L8918 for 250 Concurrent Users

VRU Connections V2.1 to V2.2 5803-AAR 1160 04L7571 Upgrade Program Package (CD-ROM and POE for 1 User)

VRU Connections V2.1 to V2.2 5808-AAR 7213 04L8055 Upgrade for 1 Concurrent User

VRU Connections V2.1 to V2.2 5808-AAR 0412 04L8926 Upgrade for 250 Concurrent Users

Switch Connections V2.1 to V2.2 5803-AAR 1132 04L7565 Upgrade Program Package (CD-ROM and POE for 1 User)

Switch Connections V2.1 to V2.2 5804-AAR 7207 04L8049 Upgrade for 1 Install

Switch Connections V2.2 5803-AAR 1327 04L8292 Program Package Upgrade from CallPath SwitchServer/2, CallPath Server/2 or Server/6000 switch interface code (CD-ROM and POE for 1 User)

Switch Connections V2.2 5804-AAR 0426 04L9026 Upgrade from CallPath SwitchServer/2, CallPath Server/2 or Server/6000 switch interface code (POE for 1 install)

Note: Customers currently using either CallPath Monitor, Workbench or Phone for Java may upgrade these programs to CallPath Phone for Java V2.2.

                                             Order
                                             Type     Feature Part
Program Name/Description                     Number   Number  Number

Phone for Java Upgrade to V2.2 5803-AAR 1161 04L7572 from Phone for Java V2.1, Monitor V2.1 or Workbench V2.1 Upgrade Program Package (CD-ROM and POE for 1 User)

Phone for Java Upgrade to V2.2 5808-AAR 7214 04L8056 from Phone for Java V2.1, Monitor V2.1 or Workbench V2.1 Upgrade for 1 Concurrent User

Phone for Java Upgrade to V2.2 5808-AAR 0387 04L8915 from Phone for Java V2.1, Monitor V2.1 or Workbench V2.1 Upgrade for 250 Concurrent Users



TERMS AND CONDITIONS

Licensing: IBM International Program License Agreement. Proofs of Entitlement (PoE) are required for all authorized use.

Limited Warranty Applies: Yes

Program Services: Available until January 31, 2001

Money-Back Guarantee: 30-day, money-back guarantee for program packages

Copy and Use on Home/Portable Computer: No

Support Line

  • Personal Systems
  • AIX
  • MS Windows NT
Complimentary Introductory Support: Not available for OS/2 platform
  • Length of time: 60 days
  • Must be part of solution with: RS/6000 brand system acquired from IBM
  • Applies to: First installation in customer enterprise
Upgrades: Customers may acquire upgrades up to the currently authorized level of use of the qualifying programs.

Volume Orders: Yes, contact your IBM representative

Passport Advantage Applies: Yes

AIX/UNIX Upgrade Protection Applies: No

Entitled Upgrade for Current AIX/UNIX Upgrade Protection Licensees: No

Variable Charges Apply: No



CHARGES

The charges provided in this announcement are suggested retail prices for the U.S. only and are provided for your information only. Dealer prices may vary, and prices may also vary by country. Prices are subject to change without notice. For additional information and current prices, contact your local IBM representative.

                                              Part      One-Time
Program Name/Description                      Number    Charge

CallPath: Server V2.2 Program Package 04L7550 $ 200 (CD-ROM and POE = 1 User) Server 1 Concurrent User 04L7574 200 Server 5 Concurrent Users 04L7575 950 Server 10 Concurrent Users 04L7576 1,800 Server 50 Concurrent Users 04L7577 8,500 Server 100 Concurrent Users 04L7578 16,000 Server 200 Concurrent Users 04L7579 30,000 Server 500 Concurrent Users 04L7580 70,000

Enterprise Option Program Package 04L7551 10,000 (CD-ROM and POE = 1 User) Enterprise Option 1 Concurrent User 04L7582 250 Enterprise Option 5 Concurrent Users 04L7583 1,188 Enterprise Option 10 Concurrent Users 04L7584 2,250 Enterprise Option 50 Concurrent Users 04L7585 10,625 Enterprise Option 100 Concurrent Users 04L7586 20,000 Enterprise Option 200 Concurrent Users 04L7587 39,000 Enterprise Option 500 Concurrent Users 04L7588 93,750

Dialer Program Package 04L7553 500 (CD-ROM and POE = 1 User) Dialer 1 Concurrent User 04L7589 50 Dialer 5 Concurrent Users 04L7590 238 Dialer 10 Concurrent Users 04L7591 450 Dialer 50 Concurrent Users 04L7592 2,125 Dialer 100 Concurrent Users 04L7593 4,000 Dialer 200 Concurrent Users 04L7594 7,800 Dialer 500 Concurrent Users 04L7595 18,750

Skills Based Routing Program Package 04L7557 10,000 (CD-ROM and POE = 1 User) Skills Based Routing 1 Concurrent User 04L7617 130 Skills Based Routing 5 Concurrent Users 04L7618 618 Skills Based Routing 10 Concurrent Users 04L7619 1,170 Skills Based Routing 50 Concurrent Users 04L7620 5,525 Skills Based Routing 100 Concurrent Users 04L7621 10,400 Skills Based Routing 200 Concurrent Users 04L7622 20,280 Skills Based Routing 500 Concurrent Users 04L7623 48,750 Part One-Time Program Name/Description Number Charge

Intelligent Load Balancing Program Pack. 04L7555 $30,000 (CD-ROM and POE = 1 User) Intelligent Load Balancing 04L7596 80 1 Concurrent User Intelligent Load Balancing 04L7597 380 5 Concurrent Users Intelligent Load Balancing 04L7598 720 10 Concurrent Users Intelligent Load Balancing 04L7599 3,400 50 Concurrent Users Intelligent Load Balancing 04L7600 6,400 100 Concurrent Users Intelligent Load Balancing 04L7601 12,480 200 Concurrent Users Intelligent Load Balancing 04L7602 30,000 500 Concurrent Users

Intelligent Routing Program Package 04L7554 7,000 (CD-ROM and POE = 1 User) Intelligent Routing 1 Concurrent User 04L7603 200 Intelligent Routing 5 Concurrent Users 04L7604 950 Intelligent Routing 10 Concurrent Users 04L7605 1,800 Intelligent Routing 50 Concurrent Users 04L7606 8,500 Intelligent Routing 100 Concurrent Users 04L7607 16,000 Intelligent Routing 200 Concurrent Users 04L7608 31,200 Intelligent Routing 500 Concurrent Users 04L7609 75,000

Reporter Program Package 04L7556 1,000 (CD-ROM and POE = 1 User) Reporter 1 Concurrent User 04L7610 45 Reporter 5 Concurrent Users 04L7611 214 Reporter 10 Concurrent Users 04L7612 405 Reporter 50 Concurrent Users 04L7613 1,913 Reporter 100 Concurrent Users 04L7614 3,600 Reporter 200 Concurrent Users 04L7615 7,020 Reporter 500 Concurrent Users 04L7616 16,875

VRU Connections Program Package 04L7558 1,000 (CD-ROM and POE = 1 User) VRU Connections 1 Concurrent User 04L7624 100 VRU Connections 5 Concurrent Users 04L7625 475 VRU Connections 10 Concurrent Users 04L7626 900 VRU Connections 50 Concurrent Users 04L7627 4,250 VRU Connections 100 Concurrent Users 04L7628 8,000 VRU Connections 200 Concurrent Users 04L7629 15,600 VRU Connections 500 Concurrent Users 04L7630 37,500

Phone for Java Program Package 04L7559 135 (CD-ROM and POE = 1 User) Phone for Java 1 Concurrent User 04L7631 135 Phone for Java 5 Concurrent Users 04L7632 639 Phone for Java 10 Concurrent Users 04L7633 1,199 Phone for Java 50 Concurrent Users 04L7634 5,749 Phone for Java 100 Concurrent Users 04L8035 10,799 Phone for Java 200 Concurrent Users 04L8036 21,049 Phone for Java 500 Concurrent Users 04L8037 50,999

Web Program Package 04L7560 2,000 (CD-ROM and POE = 1 User) Web 1 Concurrent User 04L8038 100 Web 5 Concurrent Users 04L8039 475 Web 10 Concurrent Users 04L8040 900 Web 50 Concurrent Users 04L8041 4,250 Web 100 Concurrent Users 04L8042 8,000 Web 200 Concurrent Users 04L8043 15,600 Web 500 Concurrent Users 04L8044 37,500

CallPath Switch Connections 04L7552 6,000 Program Package (CD-ROM and POE = 1 Install)

Switch Connections 1 Install 04L7581 5,900



Support Line Charges

Support Line charges are available in suites:

                                                     Prices per Month

Suite AIX OS/2 - NT

CallPath family: $242 $234 -- CallPath Servers and Switch Connections inc inc -- CallPath SwitchServer/2 inc -- CallPath CallCoordinator/2 and features inc -- DirectTalk for AIX inc -- DirectTalk/2 inc

CallPath Enterprise Option 483 512

CallPath Applications 1: 95 95 -- CallPath VRU Connections -- CallPath Web Connections -- CallPath Skills Based Routing -- CallPath Intelligent Load Balancing -- CallPath Intelligent Routing

CallPath Monitor and Reporter 95 95

CallPath Workbench and Phone for Java 48 50

CallPath Dialer 48 50

Upgrades

                                              Part      One-Time
Program Name/Description                      Number    Charge

CallPath Server V2.1 to V2.2 04L7563 $ 200 Upgrade Program Package Upgrade (CD-ROM and POE for 1 User)

CallPath Server V2.1 to V2.2 04L8047 76 Upgrade for 1 Concurrent User

CallPath Server V2.1 to V2.2 04L8920 15,000 Upgrade for 250 Concurrent Users

CallPath Server V2.2 to 04L8290 10,000 CallPath Enterprise Option V2.2 Upgrade Program Package Upgrade (CD-ROM and POE for 1 User)

CallPath Server V2.2 to 04L8298 50 CallPath Enterprise Option V2.2 Upgrade for 1 Concurrent User

CallPath Server V2.2 to 04L8866 13,000 CallPath Enterprise Option V2.2 Upgrade for 250 Concurrent Users

CallPath Enterprise Option V2.1 to V2.2 04L7564 4,000 Upgrade Program Package Upgrade (CD-ROM and POE for 1 User)

CallPath Enterprise Option V2.1 to V2.2 04L8048 95 Upgrade for 1 Concurrent User

CallPath Enterprise Option V2.1 to V2.2 04L8865 19,250 Upgrade for 250 Concurrent Users

Dialer V2.1 to V2.2 04L7566 200 Upgrade Program Package (CD-ROM and POE for 1 User)

Dialer V2.1 to v2.2 04L8050 19 Upgrade for 1 Concurrent User Part One-Time Program Name/Description Number Charge

Dialer V2.1 to v2.2 04L8660 $ 3,850 Upgrade for 250 Concurrent Users

Skills Based Routing V2.1 to V2.2 04L7570 4,000 Upgrade Program Package (CD-ROM and POE for 1 User)

Skills Based Routing V2.1 to V2.2 04L8054 49 Upgrade for 1 Concurrent User

Skills Based Routing V2.1 to V2.2 04L8924 10,000 Upgrade for 250 Concurrent Users

Intelligent Load Balancing V2.1 to V2.2 04L7568 12,000 Upgrade Program Package (CD-ROM and POE for 1 User)

Intelligent Load Balancing V2.1 to V2.2 04L8052 30 Upgrade for 1 Concurrent User

Intelligent Load Balancing V2.1 to V2.2 04L8912 6,200 Upgrade for 250 Concurrent Users

Intelligent Routing V2.1 to V2.2 04L7567 2,800 Upgrade Program Package (CD-ROM and POE for 1 User)

Intelligent Routing V2.1 to V2.2 04L8051 76 Upgrade for 1 Concurrent User

Intelligent Routing V2.1 to V2.2 04L8677 15,500 Upgrade for 250 Concurrent Users

Reporter V2.1 to V2.2 04L7569 400 Upgrade Program Package (CD-ROM and POE for 1 User)

Reporter V2.1 to V2.2 04L8053 17 Upgrade for 1 Concurrent User

Reporter V2.1 to V2.2 04L8918 3,500 Upgrade for 250 Concurrent Users

VRU Connections V2.1 to V2.2 04L7571 400 Upgrade Program Package (CD-ROM and POE for 1 User)

VRU Connections V2.1 to V2.2 04L8055 38 Upgrade for 1 Concurrent User

VRU Connections V2.1 to V2.2 04L8926 7,750 Upgrade for 250 Concurrent Users

Switch Connections V2.1 to V2.2 04L7565 2,400 Upgrade Program Package (CD-ROM and POE for 1 User)

Switch Connections V2.1 to V2.2 04L8049 2,360 Upgrade for 1 Install

CallPath Switch Connections V2.2 04L8292 2,400 Program Package Upgrade from CallPath SwitchServer/2, CallPath Server/2 or Server/6000 switch interface code (CD-ROM and POE for 1 User)

CallPath Switch Connections V2.2 04L9026 2,360 Upgrade from CallPath SwitchServer/2, CallPath Server/2 or Server/6000 switch interface code (POE for 1 User) Part One-Time Program Name/Description Number Charge

Phone for Java Upg to V2.2 from 04L7572 $ 135 Phone for Java V2.1, Monitor V2.1 or Workbench V2.1 Upgrade Program Package (CD-ROM and POE for 1 User)

Phone for Java Upg to V2.2 from 04L8056 51 Phone for Java V2.1, Monitor V2.1 or Workbench V2.1 Upgrade for 1 Concurrent User

Phone for Java Upg to V2.2 from 04L8915 10,400 Phone for Java V2.1, Monitor V2.1 or Workbench V2.1 Upgrade for 250 Concurrent Users

CallPath Server V2.2 04L8291 200 Program Package Upgrade from any CallPath Server/2 or Server/6000 (CD-ROM and POE for 1 User)

CallPath Server V2.2 Upgrade from 04L8922 76 any CallPath Server/2 or Server/6000 for 1 Concurrent User

CallPath Server V2.2 04L8923 18,000 Program Package Upgrade from any CallPath Server/2 or Server/6000 Upgrade for 250 Concurrent Users

CallPath Enterprise Option V2.2 04L8293 10,000 Program Package Upgrade from CallPath Server/2 and Server/6000 (CD-ROM and POE for 1 User)

CallPath Enterprise Option V2.2 04L8867 50 Program Package Upgrade from CallPath Server/2 and Server/6000 for 1 Concurrent User

CallPath Enterprise Option V2.2 04L8868 13,000 Program Package Upgrade from CallPath Server/2 and Server/6000 Upgrade for 250 Concurrent Users

CallPath Enterprise Option V2.2 04L8295 500 Program Package Upgrade from CallCoordinator/2 Server and CallCoordinator/2 Archive Products (CD-ROM and POE for 1 User)

CallPath Enterprise Option V2.2 04L8869 95 Program Package Upgrade from CallCoordinator/2 Server and CallCoordinator/2 Archive Products for 1 Concurrent User

CallPath Enterprise Option V2.2 04L8870 19,250 Program Package Upgrade from CallCoordinator/2 Server and CallCoordinator/2 Archive Products Upgrade for 250 Concurrent Users

CallPath Enterprise Option V2.2 04L8296 2,000 Program Package Upgrade from CallCoordinator/2 and CallCoordinator for Windows Workstation products (CD-ROM and POE for 1 User) Part One-Time Program Name/Description Number Charge

CallPath Enterprise Option V2.2 04L8871 $ 95 Program Package Upgrade from CallCoordinator/2 and CallCoordinator for Windows Workstation products for 1 Concurrent User

CallPath Enterprise Option V2.2 04L8872 19,250 Program Package Upgrade from CallCoordinator/2 and CallCoordinator for Windows Workstation products Upgrade for 250 Concurrent Users



CALL NOW TO ORDER

To order, contact the IBM North America Sales Centers, your local IBM representative, or your IBM Business Partner.

IBM North America Sales Centers, our national direct marketing organization, can add your name to the mailing list for catalogs of IBM products.

 Phone:     800-IBM-CALL (TM)
 Fax:       800-2IBM-FAX
 Internet:  ibm_direct@vnet.ibm.com
 Mail:      IBM North America Sales Centers
            Dept. SE010
            P.O. Box 16848
            Atlanta, GA  30321-0848
 Reference: SE010

To identify your local IBM Business Partner or IBM representative, call 800-IBM-4YOU.

Note: Shipments will begin after the planned availability date.

Trademarks

      CallCoordinator, CallCoordinator/2, RS/6000, CallPath
      SwitchServer/2, eNetwork, SwitchServer/2, CallPath/400,
      DirectTalk/2, and 800-IBM-CALL are trademarks of International
      Business Machines Corporation in the United States or other
      countries or both.
      CallPath, AS/400, SwitchServer, OS/2, AIX, and DirectTalk are
      registered trademarks of International Business Machines
      Corporation in the United States or other countries or both.
      Pentium is a trademark of Intel Corporation.
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      Windows NT is a registered trademark of Microsoft Corporation.
      Java is a trademark of Sun Microsystems, Inc.
      UNIX is a registered trademark in the United States and other
      countries exclusively through X/Open Company Limited.
      Domino is a trademark of Lotus Development Corporation.
      Other company, product, and service names may be trademarks or
      service marks of others.

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