- ROLM 9751 - Set Emulation 5 The above information is provided by AVAYA Inc. See disclaimer on page 1 Note1: The ROLM CBX allows up to 48 members in a Hunt/Distribution Group. If the MAS is equipped with more than 48 integrated ports, simply configure a second Hunt/Distribution Group, assigning the remaining ports to it.
- PB60019-01 Rev B Octel 200/300 S.4.1 Table of Contents (Continued) Chapter 8.2 ROLM 9751, Model 30 and Model 80 Adaptive Integration 8.2.1 Operation of ROLM 9751 Adaptive Integration 8.2-1.
- 9751 CBX Release 9005/9006m System Service Manual Model 10, 40, 50 This document contains the following Field Service Notes, Field Alerts, and/or TNLs: GN25-2784-00, FNCX5606 October 3, 1994 GN25-2844-00, FNCX5630 September 16, 1996 FNCX5642 July 18, 1997 Those notes containing replacement pages to the original document have been.
- The ROLM 9751 Model 70 Computerized Branch Exchange is a digital telephone private exchange capable of supporting up to 1045 simultaneous voice or data connections per node 1. A multi-node 9751 CBX has from two to fifteen nodes functioning as a single system.
- Rolm 9751 Config Manual Guide
- Rolm 9751 Config Manual Pdf
- Rolm 9751 Config Manual Download
- Rolm 9751 Commands
- Advanced PBX Data Logger
Rolm 9751 (acd ans report). SMDR/CDR data format and connection settings This data is being extracted with help of the ' Advanced PBX Data Logger ' software only.
This data is being extracted with help of the 'Advanced PBX Data Logger' software only. It may not applicable for other software titles.
| Description | Data type | Column name |
|---|---|---|
| Call time | datetime | CALL_TIME |
| Call time | datetime | CALL_TIME2 |
| Number of calls answered | integer | FLAG1 |
| Number of calls answered | integer | FLAG2 |
| Calls answered within 10 seconds | integer | FLAG3 |
| Calls answered within 20 seconds | integer | FLAG4 |
| Calls answered within 30 seconds | integer | FLAG5 |
| Calls answered within 40 seconds | integer | FLAG6 |
| Calls answered within 50 seconds | integer | FLAG7 |
| Calls answered within 60 seconds | integer | FLAG8 |
Note: Products and companies mentioned here are used only for definition and identification purposes and can be trademarks and/or registered trademarks of the respective companies.
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5695-083 IBM CallPath CallCoordinator CICS/MVS
IBM U.S. Sales Manual
Revised: September 05, 2000.
| Table of contents | Documentoptions | |||||||||
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| IBM U.S. Product Life Cycle Dates |
| Program Number | VRM | Announced | Available | Marketing Withdrawn | Service Discontinued | Replaced By |
|---|---|---|---|---|---|---|
| 5695-083 | 1.00.0 | 1992/01/21 | 1992/05/29 | 1998/02/11 | 2001/09/30 | - |
Back to top
| 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 productthat unites the voice and data communications worlds by coordinating IBMSystem/370 and System/390 business applications with telephony systems.Its functional capabilities can improve call center productivity andcustomer service, enhance employee productivity, personalize callerinteractions, and optimize the overall use of assets. Functions that areprovided include intelligent answering, coordinated voice and datatransfer, consultation, transfer load balancing, caller event datacollection, outbound call queue management and automatic call placement.
CallPath CallCoordinator is a substantially enhanced upgrade productfor IBM CallPath Host*. It is part of the CallPath Services family ofproducts, and uses IBM CallPath CICS/MVS* to work with telephone systemsthat support the CallPath Services Architecture and the IBM CallPathSwitchServer/2*. CallPath CallCoordinator can be used with various CICSproducts (CICS/OS/VS, CICS/MVS* and CICS/ESA*) and their correspondingoperating systems (MVS/XA* or MVS/ESA*). This product uses only existinginterfaces 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 maybe installed separately or together. When installed together, integratedinbound and outbound call management provides synergistic function suchas:
- the ability to schedule a follow-up call when an inquiry requiresfurther research;
- the ability to transfer an outbound call or establish a conferencecall.
CallPath CallCoordinator offers the customer a way to quickly getstarted to unite business applications with telephone activity and gainthe resultant benefits. The customer does not have to build a newapplication system. CallPath CallCoordinator is installed through tablesettings and use of application programming interfaces (APIs) tointegrate the customer's existing business applications with thetelephone systems for a complete call management solution.
CallPath CallCoordinator supports advanced public network features,including Automatic Number Identification (ANI) and Dialed NumberIdentification Service (DNIS).Back to top
Rolm 9751 Config Manual Guide
| Product Positioning |
IBM CallPath CallCoordinator CICS/MVS is an enhanced, upgrade productto CallPath Host. CallPath Host was designed to provide inbound callmanagement exclusively for the ROLM 9751 CBX environment. CallPathCallCoordinator significantly expands IBM's opportunity in thismarketplace. CallPath CallCoordinator utilizes IBM CallPath CICS/MVSV.and, therefore, will operate in any telephone system environment whichsupports the architecture and is supported by CallPath SwitchServer/2.
Migration of current CallPath Host customers to CallPathCallCoordinator will be accomplished with minimum disruption.Application Programming Interfaces (APIs), have been held constant withthe exception of those APIs that deal with certain field size formatswhich have been changed to comply with the CallPath Services Architectureformats. Migration planning will be supported by documentation andNetworking Systems Services and Support, Gaithersburg, MD.
CallPath CallCoordinator with IBM CallPath CICS/MVSV.
CallPath CallCoordinator provides a call management layer between IBMCallPath CICS/MVSV and the customer's business applications. It allows acustomer to quickly get started in integrating their businessapplications with these advanced call management functions withoutapplication programming.
CallPath CallCoordinator makes use of IBM CallPath CICS/MVSV andprovides an easy to use, pre-programmed implementation of call managementfunctions. Using event information provided by the telephone systemthrough IBM CallPath CICS/MVSV, CallPath CallCoordinator provides theapplication logic to coordinate the telephone call to arrive at theagent's desk with the appropriate CICS business application screendisplayed at the agent's workstation. For example:
- an 800 number is received by the telephone system for the order entrydepartment. The telephone system sends the call to order entry and the800 number to IBM CallPath CICS/MVSV, which routes it to CallPathCallCoordinator.
- CallPath CallCoordinator takes this number and does a table lookupto:
- decide what the terminal I.D. is for the agent receiving the call,
- select the appropriate CICS transaction, and
- send the order entry screen to the receiving agent's terminal.
- The receiving agent receives the phone call simultaneous with theorder entry screen and is now prepared to do business with the clientknowing more about the nature of the call.
Back to top
| Highlights |
- CallPath CallCoordinator together with IBM CallPath CICS/MVSV andCallPath SwitchServer/2 provides a call management application solutionfor the System/370 and System/390 customers.
- CallPath CallCoordinator is a complete, end-to-end call managementfacility topch connects a customers 'telephone system with their businessapplications.
- With CallPath CallCoordinator, the customer can quickly get startedin integrating their business application with these advanced callmanagement functions without application programming.
- CallPath CallCoordinator provides inbound, outbound and integratedinbound/outbound call management application functions.
- CallPath CallCoordinator provides the business enterprise withintegrated voice/data facilities that can create a competitive advantage.
- CallPath CallCoordinator enhances agent productivity and customerservice through coordination of information in a customer data base withtelephone calls to and from their clients.
- CallPath CallCoordinator provides a broad range of telephonyapplication capabilities and protects existing investment of current CICSapplications running under MVS.
- CallPath CallCoordinator can be used effectively in a variety ofbusiness settings, e.g., universities, insurance companies, governmentoffices, hospitals, banks, etc.
- CallPath CallCoordinator allows for enterprise growth by implementingan architecture for coordinating voice-data services.
- CallPath CallCoordinator captures detailed information about callsand agents which can be used for many types of analysis to improveefficiency and customer service.
Rolm 9751 Config Manual Pdf
Back to top
| Description |
IBM CallPath Host, announced May 2, 1989, was the initial IBM productthat united voice and data by integrating data applications with the ROLM9751 CBX. On May 15, 1990, IBM announced CallPath Services Architecture,and a statement of intent that CallPath Host would be enhanced to use theCallPath Services Architecture (CSA) for its required telephony services.On September 11, 1991, IBM announced IBM CallPath CICS/MVS, IBM CallPathCICS/VSE, IBM CallPath/DOS for Windows, IBM CallPath/2, IBM CallPathSwitchServer/2 and re-announced a statement of intent that CallPath Hostwould be enhanced to use CSA.
CallPath CallCoordinator uses IBM CallPath CICS/MVSV and CallPathSwitchServer/2, and now provides call management functions to multipletelephone system environments. In addition, an outbound call managementcapability is being announced which provides significant additional newfunction.
Business Solutions
Many aspects of business applications and telecommunications can beenhanced by integrating telephony functions and data processing in callhandling operations. CallPath CallCoordinator provides coordinated voiceand data applications capable of managing the data processing and callhandling for incoming calls, outgoing calls, and a combination ofincoming and outgoing calls. Existing business applications can beutilized and new applications can be created to work with CallPathCallCoordinator for all industry segments. Key business functions thatwill benefit by these capabilities include customer service centers, callcenter and message centers, telemarketing and teleservicing centers, helpdesks, accounts receivables, and collection operations.
Customer Service and Productivity
Existing CICS applications can utilize CallPath CallCoordinator toimprove productivity in several aspects of telephone communications. Inmany locations, the telephone number of the calling party, known asAutomatic Number Identification (ANI), is available from the telephonenetwork and can be used by CallPath CallCoordinator to automate theretrieval of client account information and provide it on the answeringagent's terminal. This will allow more personalized client answering,less questions to the client, and faster overall turn-around time for thetransaction.
CallPath CallCoordinator can direct a supported telephone system togenerate outbound calls, transfer calls, establish conference calls,disconnect and answer calls. When client calls are transferred within anestablishment, CallPath CallCoordinator can coordinate the transfer ofthe telephone call and the workstation information to another agent'stelephone and workstation. In this coordinated transfer, the secondagent receives all the pertinent information from the original agentsession, thus, improving employee productivity and enhancing customerservice. These capabilities can be integrated with existing businessapplications.Back to top
| Technical Description |
| Operating Environment | Hardware Requirements | Software Requirements |
IBM CallPath CallCoordinator CICS/MVS processes call-event informationfrom telephone systems to a System/370 or System/390 host, and sendsrequests from the host to a telephone system. CallPath CallCoordinatoruses this capability for tracking phone calls from the time they arereceived, or initiated, until disconnection. Because it tracks phonecalls anywhere in the system, both inbound and outbound, CallPathCallCoordinator provides the following unique capabilities:
Inbound Call Management
CallPath CallCoordinator 's intelligent answering improves employeeproductivity by providing information about the call on the agent'sterminal before the actual call is received. CallPath CallCoordinatormatches each incoming call with an application panel which is based uponthe trunk number, or, the number dialed, such as the Dialed NumberIdentification Service (DNIS) number. Automatic Number Identification(ANI), the caller's number, can also be used by the business applicationto select the caller record(s) and appropriate panel. This allows theemployee to spend less time on each call while at the same timepersonalizing response and improving customer service. Intelligentanswering is also available if calls are handled through a VRU or voiceresponse unit (such as IBM CallPath DirectTalk products or IBM 9270).The host, using identifying information about the call, provides the VRUwith a panel which allows the VRU to give the caller a customizedgreeting.
Coordinated Voice and Data Transfer
Coordinated voice and data transfer can improve customer service andagent productivity by ensuring that agents are better prepared to receivetransferred calls. With CallPath CallCoordinator, the customers businessapplication 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 dothis, and at the same time moves the CICS transaction environment fromthe transferring agent's terminal or voice processing system to thereceiving agent's terminal. CallPath CallCoordinator can also start adifferent transaction at the receiving agent's terminal. For instance,the original agent handles a client inquiry about their life insurancepolicy, then transfers the call to the second agent on a home fireinsurance question. The screen at the receiving agent's terminal wouldcontain home owner's policy information on this client. Throughout thisvoice/data transfer, the original caller information flow avoids the needfor the caller to repeat information, resulting in shorter conversationsand improved customer service.
Consultation
With this feature, two employees may view, simultaneously, a record ofa customer's transaction during the the consultation telephone call. Theagent originating the consultation controls this feature through histelephone, and allows sequence. The time-related calls have top priority.
Call Assignment and Placement Computer hardware servicingwebsite of carmelito lauron.
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 astelemarketing from a campaign list. In agent-select mode, the agentwould be shown a list of calls to be made, and would pick the next callto be attempted. This mode might be commonly used for 'callback' callsresulting from a customer service incoming inquiry, or, where a pre-existing relationship might exist between an agent and client. Callplacement would normally be accomplished in the system-select mode, withagent-select mode available for backup.
Call Recycling
When a call attempt is not successful, CallPath CallCoordinatorprovides the logic to delete the call after a specified number ofattempts or continue trying. In addition, further flexibility isprovided with an API to allow a user-written program to make the decisionon a more sophisticated basis.
Call and Agent History File Download doogee x5 max pro twrpfasrweek price.
History files on outbound calling are created to provide detailedinformation for analysis and improvement in agent productivity,telemarketing productivity, callback service levels and other likeinformation. This history file can also serve as evidence of duediligence, important in many applications such as collections or claimsevaluation.
Integrated Inbound and Outbound Call Management
Callback Request: Often in inbound customer service applications, acallback to the client must be arranged. With CallPath CallCoordinator,the inbound agent can have a record placed in an outbound queue for callplacement on a certain date between specified times. This feature willoptimize the agent's time to arrange the callback and improve clientservice by committing to a specific callback appointment, and, ensuringthat the appointment is actually scheduled.
Rolm 9751 Config Manual Download
Outbound Call Queue Record
A message can be placed in an outbound call queue record. Forinstance, when an inbound agent creates a callback record, a messagecould be added which is pertinent to the original inquiry or the callbackitself, e.g., 'before making this callback, check the coverage dates onthe clients earthquake damage rider'.
Additional Outbound Call Handling
CallPath CallCoordinator can utilize Inbound features such as calltransfer, Consultation and Conferencing when Inbound is installed withOutbound. This will increase customer service and increase agentproductivity. For instance, in an outbound telemarketing application, arespondent might become interested, however, additional information andexpertise is required to close the sale. The call, and the appropriateinformation screen, would be transferred to a product expert.
Rolm 9751 Commands
Customization
Through the use of CallPath CallCoordinator APIs and user exits, thefunctionality of CallPath CallCoordinator can be enhanced and/orexpanded. A Transfer Feature API allows the customer to select various,user-specified transactions at the transferred-to agent's terminal. ThisAPI will allow users to present transferred-to screens based on anycriteria that suits them. For instance, if a client is transferred totalk to an agent with more expertise on a product, more detailedinformation about the product and the client could be placed on panels tobe presented to the transferred-to expert agent's screen. The customercould make this decision logic as extensive as they choose.
Call Event Data Collection
CallPath CallCoordinator provides data which gives management theinformation to evaluate customer service, agent productivity, facilitiesutilization, etc. Details about every call made or received, includingagent information, is written to a VSAM file which may be used, with userprogramming, 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 IBMCallPath SwitchServer/2*. The IBM CallPath CICS/MVSV. platform providesthe CallPath Services API which allows CallPath CallCoordinator to sendrequests and receive events from supported telephone systems, and IBMCallPath CICS/MVSV. provides the telephony subsystem services tocommunicate with these telephone systems. IBM CallPath SwitchServer/2provides the protocol mapping between the System/370 and System/390 hostsand selected telephone systems, allowing CallPath CallCoordinator to workwith a variety of telephone systems thus preserving computing andtelephony investments.
Installation Verification Program
CallPath CallCoordinator provides installation verification programsand procedures for system validation for Inbound Call Management andOutbound Call Management.
Operating Environment
See Hardware and Software Requirements.
Hardware Requirements
- 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/XA
- MVS/SP JES2 V2 (5740-XC6) or MVS/SP JES3 V2 (5665-291) or
- MVS/ESA
- 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 orabove
A COBOL Run-Time Library is required for CallPath CallCordinatorexecution. 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 CallPathCallCoordinator, are source level compatible but may require modificationdue to changes to the format and content of telephony events to conformto CSA specifications.
Limitations
CallPath CallCoordinator is designed to work only with IBM CallPathCICS/MVS. It supports only select telephone systems supported by IBMCallPath SwitchServer/2.
Performance Considerations
Performance depends on the call load for a given time period, and onother applications that are running concurrently in the host.Back to top
| Planning Information |
Customer Responsibilities
The customer is responsible for the planning and installation of theproduct.
Conversion
Product installation by the customer is supported by productpublications (Inbound Installation, Outbound Installation) and by branchpersonnel. Branch personnel receive technical support from IBMNetworking Systems Service and Support, Gaithersburg MD.
Migration planning aids will be provided to customers migrating fromCallPath Host to CallPath CallCoordinator.Back to top
| Security, Auditability, and Control |
The announced programs use the security and auditability features ofSystem/370 and System/390 MVS and CICS. The specific auditabilityfeature of the announced programs is that all applications andapplication connections are recorded with time-stamps in a local file.For MVS, it is an SMF file. User management is responsible forevaluation, selection, and implementation of security features,administrative procedures, and appropriate controls in applicationsystems and communication facilities.
Trademarks
(R), (TM), * Trademark or registered trademark of InternationalBusiness Machines Corporation.
** Company, product, or service name may be a trademark or servicemark of others.
Windows is a trademark of Microsoft Corporation.
© IBM Corporation 2003.