5695-083 IBM CallPath CallCoordinator CICS/MVS

IBM U.S. Sales Manual
Revised:  September 05, 2000.

Table of contents  Document options 
IBM U.S. Product Life Cycle Dates Description
Abstract Technical Description
Product Positioning Planning Information
Highlights Security, Auditability, and Control
 
Printable version
 

 
IBM U.S. Product Life Cycle Dates
Program NumberVRMAnnounced AvailableMarketing Withdrawn Service DiscontinuedReplaced By
5695-0831.00.01992/01/211992/05/29 1998/02/112001/09/30 -

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Abstract

(For IBM US, No Longer Available as of February 11, 1998)

(For IBM US, Program Services Discontinued as of September 30, 2001)

IBM CallPath* CallCoordinator CICS/MVS* is a call management product that unites the voice and data communications worlds by coordinating IBM System/370 and System/390 business applications with telephony systems. Its functional capabilities can improve call center productivity and customer service, enhance employee productivity, personalize caller interactions, and optimize the overall use of assets. Functions that are provided include intelligent answering, coordinated voice and data transfer, consultation, transfer load balancing, caller event data collection, outbound call queue management and automatic call placement.

CallPath CallCoordinator is a substantially enhanced upgrade product for IBM CallPath Host*. It is part of the CallPath Services family of products, and uses IBM CallPath CICS/MVS* to work with telephone systems that support the CallPath Services Architecture and the IBM CallPath SwitchServer/2*. CallPath CallCoordinator can be used with various CICS products (CICS/OS/VS, CICS/MVS* and CICS/ESA*) and their corresponding operating systems (MVS/XA* or MVS/ESA*). This product uses only existing interfaces of the System/390 products to which it attaches.

CallPath CallCoordinator is a single product with two features, inbound call management and outbound call management. These features may be installed separately or together. When installed together, integrated inbound and outbound call management provides synergistic function such as:

  1. the ability to schedule a follow-up call when an inquiry requires further research;
  2. the ability to transfer an outbound call or establish a conference call.

CallPath CallCoordinator offers the customer a way to quickly get started to unite business applications with telephone activity and gain the resultant benefits. The customer does not have to build a new application system. CallPath CallCoordinator is installed through table settings and use of application programming interfaces (APIs) to integrate the customer's existing business applications with the telephone systems for a complete call management solution.

CallPath CallCoordinator supports advanced public network features, including Automatic Number Identification (ANI) and Dialed Number Identification Service (DNIS).
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Product Positioning

IBM CallPath CallCoordinator CICS/MVS is an enhanced, upgrade product to CallPath Host. CallPath Host was designed to provide inbound call management exclusively for the ROLM 9751 CBX environment. CallPath CallCoordinator significantly expands IBM's opportunity in this marketplace. CallPath CallCoordinator utilizes IBM CallPath CICS/MVSV. and, therefore, will operate in any telephone system environment which supports the architecture and is supported by CallPath SwitchServer/2.

Migration of current CallPath Host customers to CallPath CallCoordinator will be accomplished with minimum disruption. Application Programming Interfaces (APIs), have been held constant with the exception of those APIs that deal with certain field size formats which have been changed to comply with the CallPath Services Architecture formats. Migration planning will be supported by documentation and Networking Systems Services and Support, Gaithersburg, MD.

CallPath CallCoordinator with IBM CallPath CICS/MVSV.

CallPath CallCoordinator provides a call management layer between IBM CallPath CICS/MVSV and the customer's business applications. It allows a customer to quickly get started in integrating their business applications with these advanced call management functions without application programming.

CallPath CallCoordinator makes use of IBM CallPath CICS/MVSV and provides an easy to use, pre-programmed implementation of call management functions. Using event information provided by the telephone system through IBM CallPath CICS/MVSV, CallPath CallCoordinator provides the application logic to coordinate the telephone call to arrive at the agent's desk with the appropriate CICS business application screen displayed at the agent's workstation. For example:

  • an 800 number is received by the telephone system for the order entry department. The telephone system sends the call to order entry and the 800 number to IBM CallPath CICS/MVSV, which routes it to CallPath CallCoordinator.

  • CallPath CallCoordinator takes this number and does a table lookup to:
    1. decide what the terminal I.D. is for the agent receiving the call,
    2. select the appropriate CICS transaction, and
    3. send the order entry screen to the receiving agent's terminal.
    4. The receiving agent receives the phone call simultaneous with the order entry screen and is now prepared to do business with the client knowing more about the nature of the call.

CallPath CallCoordinator provides other pre-programmed call management functions such as coordinated voice/data transfer, transfer load balancing, outbound call queue management and computer-assisted dialing in a similar manner by utilizing call information routed to and from a telephone system by IBM CallPath CICS/MVSV.
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Highlights

  • CallPath CallCoordinator together with IBM CallPath CICS/MVSV and CallPath SwitchServer/2 provides a call management application solution for the System/370 and System/390 customers.

  • CallPath CallCoordinator is a complete, end-to-end call management facility topch connects a customers 'telephone system with their business applications.

  • With CallPath CallCoordinator, the customer can quickly get started in integrating their business application with these advanced call management functions without application programming.

  • CallPath CallCoordinator provides inbound, outbound and integrated inbound/outbound call management application functions.

  • CallPath CallCoordinator provides the business enterprise with integrated voice/data facilities that can create a competitive advantage.

  • CallPath CallCoordinator enhances agent productivity and customer service through coordination of information in a customer data base with telephone calls to and from their clients.

  • CallPath CallCoordinator provides a broad range of telephony application capabilities and protects existing investment of current CICS applications running under MVS.

  • CallPath CallCoordinator can be used effectively in a variety of business settings, e.g., universities, insurance companies, government offices, hospitals, banks, etc.

  • CallPath CallCoordinator allows for enterprise growth by implementing an architecture for coordinating voice-data services.

  • CallPath CallCoordinator captures detailed information about calls and agents which can be used for many types of analysis to improve efficiency and customer service.

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Description

IBM CallPath Host, announced May 2, 1989, was the initial IBM product that united voice and data by integrating data applications with the ROLM 9751 CBX. On May 15, 1990, IBM announced CallPath Services Architecture, and a statement of intent that CallPath Host would be enhanced to use the CallPath Services Architecture (CSA) for its required telephony services. On September 11, 1991, IBM announced IBM CallPath CICS/MVS, IBM CallPath CICS/VSE, IBM CallPath/DOS for Windows, IBM CallPath/2, IBM CallPath SwitchServer/2 and re-announced a statement of intent that CallPath Host would be enhanced to use CSA.

CallPath CallCoordinator uses IBM CallPath CICS/MVSV and CallPath SwitchServer/2, and now provides call management functions to multiple telephone system environments. In addition, an outbound call management capability is being announced which provides significant additional new function.

Business Solutions

Many aspects of business applications and telecommunications can be enhanced by integrating telephony functions and data processing in call handling operations. CallPath CallCoordinator provides coordinated voice and data applications capable of managing the data processing and call handling for incoming calls, outgoing calls, and a combination of incoming and outgoing calls. Existing business applications can be utilized and new applications can be created to work with CallPath CallCoordinator for all industry segments. Key business functions that will benefit by these capabilities include customer service centers, call center and message centers, telemarketing and teleservicing centers, help desks, accounts receivables, and collection operations.

Customer Service and Productivity

Existing CICS applications can utilize CallPath CallCoordinator to improve productivity in several aspects of telephone communications. In many locations, the telephone number of the calling party, known as Automatic Number Identification (ANI), is available from the telephone network and can be used by CallPath CallCoordinator to automate the retrieval of client account information and provide it on the answering agent's terminal. This will allow more personalized client answering, less questions to the client, and faster overall turn-around time for the transaction.

CallPath CallCoordinator can direct a supported telephone system to generate outbound calls, transfer calls, establish conference calls, disconnect and answer calls. When client calls are transferred within an establishment, CallPath CallCoordinator can coordinate the transfer of the telephone call and the workstation information to another agent's telephone and workstation. In this coordinated transfer, the second agent receives all the pertinent information from the original agent session, thus, improving employee productivity and enhancing customer service. These capabilities can be integrated with existing business applications.
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Technical Description
Operating Environment Hardware Requirements Software Requirements


IBM CallPath CallCoordinator CICS/MVS processes call-event information from telephone systems to a System/370 or System/390 host, and sends requests from the host to a telephone system. CallPath CallCoordinator uses this capability for tracking phone calls from the time they are received, or initiated, until disconnection. Because it tracks phone calls anywhere in the system, both inbound and outbound, CallPath CallCoordinator provides the following unique capabilities:

Inbound Call Management

CallPath CallCoordinator 's intelligent answering improves employee productivity by providing information about the call on the agent's terminal before the actual call is received. CallPath CallCoordinator matches each incoming call with an application panel which is based upon the trunk number, or, the number dialed, such as the Dialed Number Identification Service (DNIS) number. Automatic Number Identification (ANI), the caller's number, can also be used by the business application to select the caller record(s) and appropriate panel. This allows the employee to spend less time on each call while at the same time personalizing response and improving customer service. Intelligent answering is also available if calls are handled through a VRU or voice response unit (such as IBM CallPath DirectTalk products or IBM 9270). The host, using identifying information about the call, provides the VRU with a panel which allows the VRU to give the caller a customized greeting.

Coordinated Voice and Data Transfer

Coordinated voice and data transfer can improve customer service and agent productivity by ensuring that agents are better prepared to receive transferred calls. With CallPath CallCoordinator, the customers business application screens are transferred automatically with the phone calls. For example, instead of transferring the call using the telephone keypad, CallPath CallCoordinator sends a request to the telephone system to do this, and at the same time moves the CICS transaction environment from the transferring agent's terminal or voice processing system to the receiving agent's terminal. CallPath CallCoordinator can also start a different transaction at the receiving agent's terminal. For instance, the original agent handles a client inquiry about their life insurance policy, then transfers the call to the second agent on a home fire insurance question. The screen at the receiving agent's terminal would contain home owner's policy information on this client. Throughout this voice/data transfer, the original caller information flow avoids the need for the caller to repeat information, resulting in shorter conversations and improved customer service.

Consultation

With this feature, two employees may view, simultaneously, a record of a customer's transaction during the the consultation telephone call. The agent originating the consultation controls this feature through his telephone, and allows data-screen access by the second agent by executing a transfer before the conference. CallPath CallCoordinator can also leave the conference originator in control of the customer's file, and provides a copy of the screen to the second employee. This feature can enhance the productivity of an expert/supervisor, and provide answers to a caller's questions in shorter time, enhancing customer service.

Conference

Conference calls include the caller and up to seven agents. Agents who are added to the conference can request a copy of the first agent's current application panel. If the first agent changes the transaction, the other agents can request a new copy. Agents participating in a conference call can be at the same or different sites, as long as they all can access the same host computer application and use the Transfer Load Balancing feature.

Transfer Load Balancing

Transfer load balancing allows more efficient usage of network and human resources. It allows incoming calls and associated data to be transferred within a network of telephone systems spread across a geographical area, including multiple time zones. When an agent requests a transfer, CallPath CallCoordinator provides information on optimal transfer destinations to requesting agents by using a simple load balancing algorithm that is based upon queue threshold levels. The customer may modify this algorithm to better suit his needs.

Outbound Call Management

Call Queue Management: Outbound call management can automatically dial calls from two types of queues. In one queue calls are dialled based on one or more time intervals on one or more specified dates. In the second type of queue, calls are dialed based on a "first-in-first-out" sequence. The time-related calls have top priority.

Call Assignment and Placement

Two call assignment modes can be selected by the customer. In system- select mode the first available call would be assigned to the agent. This mode would provide the most productivity for applications such as telemarketing from a campaign list. In agent-select mode, the agent would be shown a list of calls to be made, and would pick the next call to be attempted. This mode might be commonly used for "callback" calls resulting from a customer service incoming inquiry, or, where a pre- existing relationship might exist between an agent and client. Call placement would normally be accomplished in the system-select mode, with agent-select mode available for backup.

Call Recycling

When a call attempt is not successful, CallPath CallCoordinator provides the logic to delete the call after a specified number of attempts or continue trying. In addition, further flexibility is provided with an API to allow a user-written program to make the decision on a more sophisticated basis.

Call and Agent History File

History files on outbound calling are created to provide detailed information for analysis and improvement in agent productivity, telemarketing productivity, callback service levels and other like information. This history file can also serve as evidence of due diligence, important in many applications such as collections or claims evaluation.

Integrated Inbound and Outbound Call Management

Callback Request: Often in inbound customer service applications, a callback to the client must be arranged. With CallPath CallCoordinator, the inbound agent can have a record placed in an outbound queue for call placement on a certain date between specified times. This feature will optimize the agent's time to arrange the callback and improve client service by committing to a specific callback appointment, and, ensuring that the appointment is actually scheduled.

Outbound Call Queue Record

A message can be placed in an outbound call queue record. For instance, when an inbound agent creates a callback record, a message could be added which is pertinent to the original inquiry or the callback itself, e.g., "before making this callback, check the coverage dates on the clients earthquake damage rider".

Additional Outbound Call Handling

CallPath CallCoordinator can utilize Inbound features such as call transfer, Consultation and Conferencing when Inbound is installed with Outbound. This will increase customer service and increase agent productivity. For instance, in an outbound telemarketing application, a respondent might become interested, however, additional information and expertise is required to close the sale. The call, and the appropriate information screen, would be transferred to a product expert.

Customization

Through the use of CallPath CallCoordinator APIs and user exits, the functionality of CallPath CallCoordinator can be enhanced and/or expanded. A Transfer Feature API allows the customer to select various, user-specified transactions at the transferred-to agent's terminal. This API will allow users to present transferred-to screens based on any criteria that suits them. For instance, if a client is transferred to talk to an agent with more expertise on a product, more detailed information about the product and the client could be placed on panels to be presented to the transferred-to expert agent's screen. The customer could make this decision logic as extensive as they choose.

Call Event Data Collection

CallPath CallCoordinator provides data which gives management the information to evaluate customer service, agent productivity, facilities utilization, etc. Details about every call made or received, including agent information, is written to a VSAM file which may be used, with user programming, to produce reports for analyzing call patterns and times, and correlating call activity with CICS transaction activity.

CallPath Services Architecture

CallPath CallCoordinator operates with IBM CallPath CICS/MVS and IBM CallPath SwitchServer/2*. The IBM CallPath CICS/MVSV. platform provides the CallPath Services API which allows CallPath CallCoordinator to send requests and receive events from supported telephone systems, and IBM CallPath CICS/MVSV. provides the telephony subsystem services to communicate with these telephone systems. IBM CallPath SwitchServer/2 provides the protocol mapping between the System/370 and System/390 hosts and selected telephone systems, allowing CallPath CallCoordinator to work with a variety of telephone systems thus preserving computing and telephony investments.

Installation Verification Program

CallPath CallCoordinator provides installation verification programs and procedures for system validation for Inbound Call Management and Outbound Call Management.

Operating Environment

See Hardware and Software Requirements.

Hardware Requirements

  • IBM System/370 or System/390 supported by the operating systems shown below.

Software Requirements

The program numbers listed below are for a particular version/release of the product. Different program version/release numbers may be used if they satisfy the particular CICS environment running IBM CallPath CallCoordinator CICS/MVS.

  • CICS
    • CICS/OS/VS Release 1.7 (5740-XX1) if currently installed, or
    • CICS/MVS Version 2 (5665-403) or
    • CICS/ESA Version 3 (5685-083)

  • MVS

    • MVS/XA

      • MVS/SP JES2 V2 (5740-XC6) or MVS/SP JES3 V2 (5665-291) or

    • MVS/ESA
      • MVS/SP-JES2 V3 (5685-001) or MVS/SP-JES3 V3 (5685-002) or
      • MVS/ESA SP-JES2 V4 (5695-047) or MVS/ESA SP-JES3 V4 (5695-048)

  • VSAM support: DFP/XA Release 2.3 (5665-XA2)

  • VTAM*
    • ACF/VTAM* Version 3 Release 3 (5665-289) for MVS/XA or
    • ACF/VTAM Version 3 Release 3 and above (5685-085) for MVS/ESA

  • ACF/NCP (optional)

  • System Modification Program Extended (SMP/E) (5668-949) Release 5 or above

A COBOL Run-Time Library is required for CallPath CallCordinator execution. Any of the following products may be used:

  • COBOL/VS Release 2.4 Library Only (5740-LM1)

  • COBOL/VS Release 2.4 Compiler and Library (5740-CB1)

  • IBM COBOL II Library Only (5688-022)

  • IBM COBOL II Copiler and Library (5688-023)

IBM CallPath CallCoordinator CICS/MVS also requries CallPath CICS/MVS (5695-089) and CallPath SwitchServer/2 (5621-159).

Compatibility

Customers' CICS programs going from CallPath Host to CallPath CallCoordinator, are source level compatible but may require modification due to changes to the format and content of telephony events to conform to CSA specifications.

Limitations

CallPath CallCoordinator is designed to work only with IBM CallPath CICS/MVS. It supports only select telephone systems supported by IBM CallPath SwitchServer/2.

Performance Considerations

Performance depends on the call load for a given time period, and on other applications that are running concurrently in the host.
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Planning Information

Customer Responsibilities

The customer is responsible for the planning and installation of the product.

Conversion

Product installation by the customer is supported by product publications (Inbound Installation, Outbound Installation) and by branch personnel. Branch personnel receive technical support from IBM Networking Systems Service and Support, Gaithersburg MD.

Migration planning aids will be provided to customers migrating from CallPath Host to CallPath CallCoordinator.
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Security, Auditability, and Control

The announced programs use the security and auditability features of System/370 and System/390 MVS and CICS. The specific auditability feature of the announced programs is that all applications and application connections are recorded with time-stamps in a local file. For MVS, it is an SMF file. User management is responsible for evaluation, selection, and implementation of security features, administrative procedures, and appropriate controls in application systems and communication facilities.

Trademarks

(R), (TM), * Trademark or registered trademark of International Business Machines Corporation.

** Company, product, or service name may be a trademark or service mark of others.

Windows is a trademark of Microsoft Corporation.
 © IBM Corporation 2003.

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