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OS/2 Shareware BBS: 16 Announce
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1993-12-21
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DATE 12/21/93
TITLE IBM CALLPATH CALLCOORDINATOR/2 VERSION 1.1 FEATURE ENHANCEMENTS
ABSTRACT CallCoordinator/2 (TM) Version 1.1, an inbound/outbound call
management application, is enhanced to provide additional features
which will help provide a greater array of solutions to customer
situations and environments.
The IBM CallPath (R) CallCoordinator/2 Version 1.1 program
offering now has connectivity to additional switching systems,
provides Cross Switch Support, offers expanded terminal emulation
support, and has an array of new host emulator functions.
Also, these new enhancements provide support for the Dynamic
Data Exchange (DDE) feature if the application program is configured
as a DDE server. Now CallCoordinator/2 can support application
programs configured as DDE clients or DDE servers.
In addition, to the feature enhancements announced today,
there is a price reduction for the basic workstation.
Prices:
Part Feature Program One-Time
Number Number Name Charge
87G7080 7306 CallPath CallCoordinator/2
Version 1.1 $ 600
87G7081 7307 CallPath CallCoordinator/2
Version 1.1 Server 8,400
87G7082 7308 CallPath CallCoordinator/2
Version 1.1 Archive 3,800
Planned Availability Date: December 31, 1993
(TM) Trademark of International Business Machines Corporation
(R) Registered trademark of International Business Machines
Corporation
(1) Trademark of American Telephone and Telegraph
(2) Trademark of Northern Telecom
(3) Trademark of ROLM Company
IN BRIEF . . .
o Support for voice/data transfer between telephone switching
systems through Cross Switch feature
o Support for the AT&T (1) 5ESS (1) Central Office Switching System
o Support for AT&T DEFINITY Generic 3i (1), Generic 3r (1), Generic
3s (1), G3V2 CallVisor ASAI (G3V1 compatibility) switch software
o Support for the Northern Telecom Meridian (2) Link 3, Release 18
software package
o Support for the ROLM (3) 9751 Release 9006 switching system
o Interface to REXX Command files when using OS/2 (R) 2.0 or above
o Additional host emulator functions -- New GET and PUT features
allow Host Application Transaction programs to dynamically send
and retrieve data to and from active cursor locations.
PRODNO 87G7080 7306
87G7081 7307
87G7082 7308
OVERVIEW DESCRIPTION
CallPath CallCoordinator/2 Version 1.1 is a local area network
(LAN)-based system and includes three separately priced programs:
o CallCoordinator/2 Version 1.1 -- The base program which resides
on each agent workstation. This program provides advanced call
management function and merges voice/data with new or existing
business applications. This program also includes a Host
Application Transaction development facility plus the ability to
interface with specific programs and devices such as IBM's Direct
Talk/2 (TM) product.
o CallCoordinator/2 Version 1.1 Server -- An optional server which
provides the ability to coordinate voice and data transfers.
o CallCoordinator/2 Version 1.1 Archive -- An optional program
which provides the function to collect and store call center
data.
CallCoordinator/2 Version 1.1 provides both inbound and
outbound capabilities including intelligent answering, integrated
voice and data transfer, call conferencing and consultation, the
ability to initiate a phone call thru computer control and the
ability to retrieve data on either a calling or called party number.
CallCoordinator/2 Version 1.1 can use both Automatic Number
Identification (ANI) and Dialed Number Identification Service (DNIS)
to provide intelligent answering.
Support for voice/data transfer between supported telephone
switching systems through the Cross Switch feature is available.
Call Coordinator (TM)/2 Version 1.1 includes programs to
interface to the IBM Direct Talk Family of voice processing systems
and the 9274 Voice response unit, enabling the creation of automated
call attendant solutions.
CallCoordinator/2's flexibility and connectivity enables the
development of call center solutions in a distributed data
environment. CallCoordinator/2 Version 1.1 is implemented as a
LAN-based system which runs on Operating System/2 (R) (OS/2)
Version 1.3 Extended Edition, Version 2.0 with Extended Services (TM)
and/or on Version 2.1 with LAPS Support.
CallCoordinator/2 Version 1.1 can interface with a variety of
telephone switching systems through IBM's CallPath Services
Architecture. These include, though not all of the following systems
are supported outside of the US:
o AT&T DEFINITY G2 PBX
o AT&T DEFINITY G3i, G3r AND G3s PBX's
o AT&T 5ESS Central Office
o Northern Telecom Meridian 1 PBX
o Northern Telecom DMS 100
o ROLM 9751 CBX Release 9005
o ROLM 9751 CBX Release 9006.1
o Aspect CSA
o Ericsson MD110
CallCoordinator/2 can also operate with the ROLMphone 244PC
(TM) and the ROLMphone 600D when they are used with ROLM
Release 9005.2 software.
Additional host emulator functions -- CallCoordinator/2
Version 1.1 now has new GET and PUT features which allows Host
Application Transaction programs to dynamically send and retrieve
data to and from active cursor locations.
PRODUCTIVITY
IBM CallPath CallCoordinator/2 Version 1.1 helps increase the
productivity of call center agents by reducing the time of each call
and by reducing the number of keystrokes required to complete a
transaction. Caller information may often be retrieved before an
agent answers the call. This can save the time needed to ask a
caller's name or account number, input it into a query screen, and
wait for the caller profile. Time may also be saved because IBM
CallPath CallCoordinator/2 Version 1.1 can insert the retrieved data
into a transaction record, eliminating additional keystrokes.
If a second agent is consulted or the call is transferred,
screen images and data can be routed to the second agent, saving the
time and keystrokes necessary to recreate the data record.
IBM CallPath CallCoordinator/2 Version 1.1 also provides a
function called QuickKeys. This feature allows a user to execute a
set of host actions by pressing a specified key combination.
CallCoordinator/2 Version 1.1 helps address several problems inherent
in today's call centers:
1. Communication errors -- Using automatic number identification or
a voice response unit, the customer is identified with added
certainty and in many cases, automatically.
2. Agent keying errors -- The service agent is no longer required to
enter the customer identifying data into the computer.
3. Database request delays -- CallCoordinator/2 Version 1.1 gathers
caller information for retrieval at machine speeds, making
optimum use of computer resources.
4. Responsiveness -- In many cases, the agent has all the
information necessary to begin providing service to the customer
as soon as the telephone rings.
5. Effectiveness -- With the customer database information already
in view, the agent is able to respond in a more informed manner.
When used with a voice processing system, CallCoordinator/2
Version 1.1 can help handle routine inquiries automatically.
Interaction with a service representative may be made an option
instead of a requirement.
A special application access development facility is provided
to simplify the process of linking CallCoordinator/2 Version 1.1 to
business applications.
PRODUCT POSITIONING
CallCoordinator/2 (TM) Version 1.1 is an inbound/outbound call
management application which interfaces to IBM CallPath/2 (TM) and
uses IBM CallPath SwitchServer (TM)/2 (TM) for connection to a
variety of telephone switching systems.
Compared to other call management applications,
CallCoordinator/2 Version 1.1 provides a superior combination of
flexibility, function, and connectivity. Many other products support
only one telephone system, or support only one hardware platform, or
operate in only one host computer environment.
To existing business applications, it enhances call management
capabilities and helps increase the productivity of call centers,
help desks, and service centers.
CallPath CallCoordinator/2 Version 1.1 can operate with a
variety of telephone systems, access applications on multiple IBM
computer hardware platforms, and in multiple environments. In
addition, CallCoordinator/2 Version 1.1 provides interfaces for IBM
DirectTalk (TM) voice processing systems and other devices. Finally,
CallCoordinator/2 provides a robust set of call management functions.
Each customer situation will be unique, in terms of
requirements for function, telephone system support, application
platforms and environments. Other issues, such as solution
programming requirements, solution cost, and speed of implementation
may be important.
CallPath CallCoordinator/2 Version 1.1 should be considered
when:
o The customer wishes to add call management function to existing
applications.
o Users have or are planning to install a token-ring or Ethernet
(TM) system of intelligent workstations capable of running OS/2.
o Business applications reside on OS/2 or on a computer and
environment accessible via 3270 or 5250 terminal emulation.
o The customer prefers a distributed, cooperative processing call
management solution which can interface to multiple host
computers.
o The customer desires to implement a call management solution
quickly or start with a pilot program and grow it over time.
o The customer's business applications reside on IBM operating
systems or environments not served by other CallPath products.
CUSTINFO PUBLICATIONS
The publications listed below will be available from IBM
Mechanicsburg after general availability. To order, contact your IBM
representative.
TITLE ORDER NUMBER
CallPath CallCoordinator
For OS/2 and Windows
General Information Manual GC22-0074
CallPath CallCoordinator/2
User's Guide SC22-0075
CallPath CallCoordinator/2
System Administrators' Guide SC22-0076
CallPath CallCoordinator/2 Server
System Administrators' Guide SC22-0077
CallPath CallCoordinator/2 Archive
System Administrators' Guide SC22-0078
CallPath CallCoordinator/2
Quick Reference Card SC22-0079
CallPath CallCoordinator/2
Messages SC30-3620
EDUCATION SUPPORT
The appropriate curriculum will be updated, as necessary, to
include the enhancements in this announcement.
Details of the education support will be provided by product
availability through separate education announcements.
Descriptions of all classroom and self-study courses are
contained in the CATALOG OF IBM EDUCATION (G320-1244). Call IBM
Direct -- Education at the toll-free number 800-IBM-TEACh (426-8322)
for schedules and enrollments.
TECHINFO TECHNICAL INFORMATION
SPECIFIED OPERATING ENVIRONMENT
MACHINE REQUIREMENTS:
For CallPath CallCoordinator/2 Version 1.1
o IBM Personal System/2 (R) with a 80386 or 80486 processor (or
compatible workstation)
- 10MB RAM (or more)
- 80MB (or more) fixed disk drive
- IBM PS/2 (R) Mouse (or compatible pointing device)
- 3.5-inch, 1.44MB diskette drive
- IBM Token-Ring Adapter (or Ethernet Adapter)
- Host Communications Adapter (optional)
For CallPath CallCoordinator/2 Version 1.1 Server
o IBM Personal System/2 with a 80386 or 80486 processor (or
compatible workstation)
- 12MB RAM(or more)
- 80MB (or more) fixed disk drive
- IBM PS/2 Mouse (or compatible pointing device)
- 3.5-inch, 1.44MB diskette drive
- IBM Token-Ring Adapter (or Ethernet Adapter)
For CallPath CallCoordinator/2 Version 1.1 Archive
o IBM Personal System/2 with a 80386 or 80486 processor (or
compatible workstation)
- 10MB RAM(or more)
- 160MB (or more) fixed disk drive
- 3.5-inch, 1.44MB diskette drive
- IBM Token-Ring Adapter (or Ethernet Adapter)
PROGRAMMING REQUIREMENTS:
o CallPath CallCoordinator/2 Version 1.1
- OS/2 Extended Edition Version 1.3
- OS/2 2.0 or 2.1 with Extended Services
- OS/2 Version 2.1 with LAPS Support
- CallPath/2 SingleAgent (if CallPath/2 MultiAgent is not
installed on a separate CallCoordinator/2 Server on a LAN)
o CallPath CallCoordinator/2 Version 1.1 Server
- OS/2 Extended Edition Version 1.3
- OS/2 2.0 or 2.1 with Extended Services
- OS/2 Version 2.1 with LAPS Support
- CallPath/2 MultiAgent (if CallPath/2 SingleAgent is not
installed on each agent workstation)
o CallPath CallCoordinator/2 Version 1.1 Archive
- OS/2 Extended Edition Version 1.3
- OS/2 2.0 or 2.1 with Extended Services
- OS/2 Version 2.1 with LAPS Support
LIMITATIONS: CallCoordinator/2 Version 1.1 depends on the operation
of OS/2 SwitchServer/2 (TM) and CallPath/2 and is subject to the
requirements and limitations of those products.
PERFORMANCE CONSIDERATIONS: IBM CallPath CallCoordinator/2
Version 1.1 performance depends on system call load in any given
period of time. If the volume of calls in any period is sufficiently
large to degrade the performance of the system, it may be necessary
to install additional CallCoordinator/2 Version 1.1 Servers or
CallCoordinator/2 Version 1.1 Archives.
PLANNING INFORMATION
CUSTOMER RESPONSIBILITIES
INSTALLABILITY
PACKAGING
o CallCoordinator/2 Version 1.1
- Two 3.5-inch, 1.44 MB Diskettes
- System Administrator's Guide
- User's Guide
- Quick Reference Card
- CallCoordinator/2 Messages
- IBM Program License Agreement
- Proof Of License
o CallCoordinator/2 Server Version 1.1
- One 3.5-inch, 1.44 MB Diskette
- System Administrator's Guide
- IBM Program License Agreement
- Proof of License
o CallCoordinator/2 Archive Version 1.1
- One 3.5-inch, 1.44 MB Diskette
- System Administrator's Guide
- IBM Program License Agreement
- Proof of License
SECURITY, AUDITABILITY AND CONTROL
IBM CallPath CallCoordinator/2 Version 1.1 uses the security
and auditability features of the OS/2 and the PS/2 Workstation.
User management is responsible for evaluation, selection, and
implementation of security features, administrative procedures, and
appropriate controls in application systems and communication
facilities.
ORDERING ORDERING INFORMATION
Orders for new licenses will be accepted now. Unless a later
date is specified, orders entered prior to the planned availability
date will be assigned a schedule date of January 7, 1994. Shipment
of orders will commence on the availability date. Orders entered
after the planned availability date will be scheduled for shipment on
the Friday following the week of order entry or as soon thereafter as
supply permits.
To order the programs in this announcement for order type,
specify the order type number, feature number, part number, program
name, and quantity.
Order
Type Feature Part
Number Number Number Program Name Media
5871-AAA 7306 87G7080 CallPath CallCoordinator/2 3.5-inch
5872-AAA 7309 87G7083 CallPath CallCoordinator/2
Additional License
5872-AAA 7432 87G7510 CallPath CallCoordinator/2
Proof of Additional License
Certificate
5873-AAA 7312 87G7086 CallPath CallCoordinator/2
Upgrade from Version 1.0
to Version 1.1 3.5-inch
5874-AAA 7315 87G7089 CallPath CallCoordinator/2
Additional License --
Upgrade from Version 1.0
to Version 1.1
5874-AAA 7433 87G7511 CallPath CallCoordinator/2
Proof of Additional License
Certificate Upgrade from
Version 1.0 to Version 1.1
5871-AAA 7307 87G7081 CallPath CallCoordinator/2
Server 3.5-inch
5873-AAA 7313 87G7087 CallPath CallCoordinator/2
Server Upgrade from
Version 1.0 to Version 1.1 3.5-inch
5871-AAA 7308 87G7082 CallPath CallCoordinator/2
Archive 3.5-inch
5873-AAA 7314 87G7088 CallPath CallCoordinator/2
Archive Upgrade from
Version 1.0 to Version 1.1 3.5-inch
The available order types are as follows:
o Program Package -- program diskette with documentation.
o Additional License Copies -- authorization for the customer who
has a program package to make a single copy of the program
diskette and documentation. There are two ways to receive
authorization to copy. Receipt of the invoice authorizes the
customer to make the Additional License Copy. The ICA must be in
effect. The customer also has the option of ordering a Proof of
Additional License certificate. In which case, the ICA is not
required.
o Program Package Upgrade -- program diskette with documentation.
o Additional License Copy Upgrade- authorization for the customer
who has a program package upgrade to make a single copy of the
program diskette and documentation. Receipt of the invoice
authorizes the customer to make the Additional License Copy
upgrade. The ICA must be in effect. The customer also has the
option of ordering a Proof of Additional License Upgrade
certificate. In which case, the ICA is not required.
IBM EDUCATION FULFILLMENT CENTER: The announced program is eligible
to be ordered through the IBM Education Fulfillment Center. Please
note that availability through the IBM Education Fulfillment Center
may not coincide with the programming availability dates noted in
other sections of this document.
The IBM Education Fulfillment Center is the order processing
location for selected Personal Computers and related
hardware/software for eligible education end users.
PROGRAM UPGRADE
The program package upgrade option allows current license
holders of CallPath CallCoordinator/2 Version 1.0 to obtain the
program upgrade at no charge. Orders for program upgrades to
CallPath CallCoordinator/2 Version 1.1 will be accepted after
December 21, 1993. These upgrades will not be available through IBM
Authorized Personal Computer Dealers and industry Remarketers --
Personal Computers certified to market IBM Authorized Advanced
Products.
Each CallCoordinator/2 Version 1.0 license installed as a
workstation may be upgraded to a CallCoordinator/2 Version 1.1
(workstation) license. Each CallCoordinator/2 Version 1.0 license
installed as a gateway may be upgraded to one CallCoordinator/2
Version 1.1 Server license and optionally, one CallCoordinator/2
Version 1.1 Archive license.
Customers may also order upgrades through the local IBM office
using the IBM Personal Computer/System Program IBM US Upgrade and
Certification Order Form included with this announcement.
To receive program package upgrades at a discount, the ICA and
a Volume Discount Addendum with the appropriate volume discount
exhibit must be in effect.
The order may only be placed through the local IBM office
using the IBM Personal Computer/System Program IBM US Upgrade and
Certification Order Form included with this announcement.
To receive additional license upgrades at a discount, the ICA
and a Volume Discount Addendum with the appropriate volume discount
Exhibit must be in effect. The total quantity of upgrades acquired
for a specific program may not exceed the total quantity of program
packages and additional licenses previously acquired for that
program. Proof of License for upgrade eligibility for additional
license upgrades is a copy of this invoice or previously acquired
Proof of Additional License certificate.
Additional license upgrades can be entered through the local
IBM office using the IBM US Upgrade and Certification Order Form
included in this announcement or ordered through an authorized
remarketer.
TERMS AND CONDITIONS
LICENSING: The program in this announcement is licensed under the
terms and conditions of the IBM Program License Agreement. A copy of
the agreement is included in the program package.
ADDITIONAL LICENSE: IBM Customer Agreement (ICA) must be in effect,
or Proof of Additional License certificate must be acquired.
LIMITED WARRANTY: Program: Yes. Media: Three months.
Additional Licenses: Yes. Media: Not applicable.
PROGRAM SERVICES: Central service, including an IBM Support Center,
will be available until December 31, 1995 or until discontinued by
IBM upon six months' written notice, whichever is earlier. Programs
in this announcement are supported by the CallPath Support Center.
Access to this Support Center is through the IBM Support Center via
800-237-5511. The statement of service included in the program
package describes this service. The statement of service included in
the program package describes this service.
CUSTOMER FULFILLMENT OPTION: Yes.
VOLUME DISCOUNT: Volume discounting is available under the terms and
conditions of the IBM Customer Agreement (ICA) and the Exhibit for
Personal Computer/System Programs. The programs in this announcement
are included in the Eligible Program List for Personal
Computer/System Programs. They may be added to the applicable
category in the space provided on the Eligible Program List. Program
Packages are included in Category A under 5871-AAA. Additional
licenses are included in Category A under 5872-AAA.
Program package upgrades and additional licenses upgrades are
included in Category B and are eligible for volume discounting based
on the commitment in Category A.
TESTING PERIOD: Two months for program packages.
IBM Customer Agreement (ICA) must be in effect.
NATIONAL EDUCATION LICENSE FEE: A National Education License Fee
(NELF) is available under the terms and conditions of the Education
Allowance Attachment. The NELF, which represents a 30% discount off
the single unit price, is not subject to any further discount or
allowance.
CHARGES
Program Program
Name/ One-Time Upgrade
Number Order Type Charge Charges
CallCoordinator/2 Version 1.1
87G7080 Program Package $ 600
87G7510 Proof of Additional
License Certificate 565
87G7083 Additional License
Without Certificate 565
87G7086 Program Package Upgrade
from Version 1.0 to
Version 1.1 $0
87G7511 Proof of Additional
License Certificate
Upgrade from Version 1.0
to Version 1.1 0
87G7089 Upgrade from Version 1.0
to Version 1.1
Additional License
Without Certificate 0
CallCoordinator/2 Server Version 1.1
87G7081 Program Package 8,400
87G7087 Program Package Upgrade
from Version 1.0 to
Version 1.1 0
CallCoordinator/2 Archive Version 1.1
87G7082 Program Package 3,800
87G7088 Program Package Upgrade
from Version 1.0 to
Version 1.1 0
ADDITIONAL LICENSES CHARGE: Customers who pay a one-time charge for
additional licenses may copy machine-readable program materials and
printed documentation previously acquired from IBM in a program
package. One copy may be made for each additional license ordered.
PROGRAM UPGRADE CHARGE: A program no charge upgrade will apply for
upgrades from CallCoordinator/2 Version 1.0 to CallCoordinator/2
Version 1.1. Each CallCoordinator/2 Version 1.0 license installed as
a workstation may be upgraded to a CallCoordinator/2 Version 1.1
(workstation) license. Each CallCoordinator/2 Version 1.0 license
installed as a gateway may be upgraded to one CallCoordinator/2
Version 1.1 Server license and optionally, one CallCoordinator/2
Version 1.1 Archive license.
- - - E N D O F P R I N T O U T - - -