Rolm 9751 Config Manual

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ROLM Corporation was a technology company founded in Silicon Valley in 1969.[1]IBM Corp. partnered with the company, and ROLM Mil-Spec was sold to Loral Corporation and later to Lockheed Martin in 1996 as Tactical Defense Systems. IBM's ROLM division was later half sold to Siemens AG in 1989, whereupon the manufacturing and development became wholly owned by Siemens and called ROLM Systems, while marketing and service became a joint venture of IBM with Siemens, called ROLM Company. After nearly 30 years, phone products with the name 'Rolm' were discontinued in the late 1990s, as sales dropped in markets dominated by new technology with other products or other companies.

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  1. Smooth Operator Configuration Note (77237) Rolm 9751 9006i Confidential Page 2 The above information is provided by Octel Communications Corporation as a guide. See disclaimer on page 1 Octel Communications 3.0 PBX HARDWARE REQUIREMENTS. 9751 CBX Models 30, 30E, 80 Release 9006i Note: For 9000 or 9751 Models 10, 40, 50, 70 see CN 77235.
  2. Siemens Rolm branch serving you. Publications are not stocked at the address below. Siemens Rolm Communications Inc. 4900 Old Ironsides Drive P.O. Box 58075 Santa Clara, CA (408) 492-2000 TWX: ROLM SNTA B Telex: 278156 ROLM UR ROLM, ROLMphone, ROLM CBX, and PhoneMail are registered trademarks.
  3. TWX: ROLM SNTA B Telex: 278156 ROLM UR. Not installed and used in accordance with the instruction manual, may cause harmful interfer-ence to radio communication. Operation of this equipment in a residential area is likely to. Single Line Telephone User Guide for 9751 CBX & Hicom 300 E CS.
  4. Online Help Keyboard Shortcuts Feed Builder What’s new.

Products[edit]

A RolmPhone 400.

The ROLM corporation had two distinct operations, depending on the application of the associated hardware, with a cross blending of technologies from one division to the other.

Military Hardware[edit]

The company first produced rugged mil-spec (military specification) computer systems running Data General software. The company divisionalized in 1978, becoming both Rolm Mil-Spec Computers and Rolm Telecom.[citation needed] The Telecom division spent much of the considerable profit realized by the Mil-Spec Computer division over the ensuing 1980s trying to penetrate the convoluted phone-interconnect business.[citation needed]

The first computer system was the 1601 Ruggednova Processor, announced at the 1969 Fall Joint Computer Conference with deliveries beginning in March 1970. In the military it was designated the AN/UYK-12(V)[2] It was a licensed implementation of the Data General Nova architecture. It consisted of a 5-board processor card set and core or read only MOS memory in 4K increments up to 32K in a standard ATR box which contained the power supply and 14 card slots.[3] The 1601 was a popular machine with RCA TIPI. The processor was developed into a smaller-form card set as the ALR-62 and ultimately into a single-card version as the ALR-46A, both sold to Dalmo Victor.

The Models 1602 and 1603 soon followed with greater capability and more memory - the ROLM 1602 was used on the AN/MLQ-34 TACJAM jamming system as the primary system computer and controller. The newer 1606 was leveraged into the Raytheon (Goleta) AN/SLQ-32 naval shipboard electronic warfare system for signal identification purposes and into units sold to Singer Librascope. Bob Maxfield and Alan Foster were responsible for the design of the early processor chassis until Art Wellman from Sylvania was brought in to take the computers to their next level mechanically. Both half-ATR and full-ATR-sized chassis were developed for a wide array of defense applications.

The 1602B and 2150 I/O boxes were developed and standardized expressly for the Army ILS program and were top sellers at the time. The Rolm 1602 was used on AN/MLQ-34 'TACJAM' as the primary mission computer (please see https://books.google.com/books?id=d3c-AAAAYAAJ&pg=SA2-PA140&lpg=SA2-PA140&dq=tacjam+system&source=bl&ots=XBwQfngum6&sig=SG92qxiaZmqZCw1V6-EGOh5khYg&hl=en&sa=X&ved=0ahUKEwjVu_D4i_fbAhXL6oMKHXvECWEQ6AEIZTAO#v=onepage&q=tacjam%20system&f=false Page B-2). The 1666 was leveraged into the GLCM (Ground Launched Cruise Missile) and SLCM (Surface Launched Cruise Missile) hardware for McDonnell Douglas (MDAC), St. Louis, and the follow-on 1666B was incorporated into MDAC's Tomahawk Weapons Control System (TWCS). Despite developing most products with Rolm's own money, the substantial increase in military sales in the 1980s caused the loss of the commercial exemption enjoyed in the early years. This required all product-pricing to be negotiated directly with the DoD, so margins eroded somewhat. Some 32-bit machines (versus 16-bit) were developed into the Hawk/32 computer and sold well. Engineering in the latter years scrambled to come up with a new product line as the military was enticed into ruggedized commercial computer systems by Rugged Digital, and Rolm worked on a militarized version of Mercury Computer's Digital Signal Processor. Brisk sales of the DG-based computers continued up to the time the ROLM Mil-Spec Computer division was closed in June 1998.

Commercial hardware[edit]

The Telecom division leveraged the 1603 processor into the heart of its original CBX. Over time, the company began to focus on digital voice, and produced some of the earliest examples of all-digital voice equipment, including Computerized Branch Exchanges (CBXs) and digital phones. Two of the most popular telecom systems were the ROLM CBX and ROLM Redwood (PBX and Key Systems Unit (KSU) models, respectively). The CBX was meant to directly compete with Northern Telecom's SL-1, AT&T Dimension telephone systems and other computerized digital-voice systems being developed at the time. By 1980, ROLM had shot past AT&T in number of systems deployed to become the #2 PBX in North America. The Redwood, often called the 'Deadwood' by many ROLM techs because it never caught on, was intended to compete with the Nortel Norstar Key System. When Siemens bought ROLM from IBM and introduced their 'newer' models, which were renamed Siemens switches, the early ROLM phone switches were widely pressed into service as old technology (though a number of 8000 and 9751-9005 CBXs remain online at some companies), but the digital phone handsets were quite valuable for those expanding their phone networks. The later ROLM 9200 (actually a Siemens HCM200 Hybrid system renamed) was more competition for the leading Key Systems as the 9200 had intensive Least Call Routing software, which the Redwood did not. The company also produced one of the first commercially successful voicemail systems, PhoneMail. Digital ROLM telephones, called ROLMphones, were unique from other telephones in many ways, one of which was a lack of a physical switchhook button. Instead, the handset contains a small magnet which triggers a switch in the phone base. The opening or closing of this switch lets the phone and system know if the phone is on hook (not in use) or off-hook (in use).

History[edit]

The company name 'ROLM' was formed from the first letters of the founders names: Gene Richeson, Ken Oshman, Walter Loewenstern, and Robert Maxfield. The four men had studied electrical engineering at Rice University and earned graduate degrees at Stanford University. At Rice, Oshman and Loewenstern were members of Wiess College. Not an original founder, Leo Chamberlain was hired and became very much the soul of ROLM, advancing progressive workplace ideas such as GPW (Great Place to Work). The Old Ironsides Drive campus (ROLM Campus-Santa Clara, CA) was equipped with a swimming pool, openspace park areas, a cafeteria and recreation center.

Rolm 9751 Config Manual User

ROLM originally made flight computers for the military and heavy commercial industries such as oil exploration (Halliburton). Beginning in the early 1970s, International Paper Company bought a significant number of the 1602 series computers. These became the environmentally-hardened base for that company's in-house-developed process control system, which informally became known as the dual-ROLM.[4] Later, in an attempt at diversification, ROLM themselves branched off into energy management by buying a company producing an early version of such a system and the telecom industry by designing the CBX, internally running a 1603 computer. It quickly outsold AT&T, who at the time had not come out with a digital PBX, and became #2 behind the Nortel SL-1 switch by 1980. At one point, ROLM was poised to overtake Nortel as the leader in PBX sales in North America.[5]

In May 1982 IBM purchased 15% of Rolm.[6] IBM partnered with[7] and in 1984 acquired[8][9] ROLM Corporation in Santa Clara, California. The Mil-Spec Computer portion of the business was sold to Loral Corporation when IBM's Federal Systems Division was determined by government regulatory agencies to be already too large and dominant in military markets to retain ROLM Mil-Spec. Ultimately the Mil-Spec group ended up in the hands of Lockheed Martin as Tactical Defense Systems.

In the phone markets, ROLM started to lose pace with Nortel, due to product issues, and they never recovered. The 9751 CBX, which has IBM's name on it, was initially a successful product; but when ISDN service became more affordable, IBM never really updated the 9751 to integrate correctly with ISDN. Nortel leaped ahead on that issue alone; AT&T (now Avaya) and others gained ground and started to overtake ROLM. IBM's ROLM division was later half sold to Siemens AG in 1989, whereupon manufacturing and development became wholly owned by Siemens and called ROLM Systems, while marketing and service became a joint venture of IBM with Siemens, called ROLM Company.[10][11][12][13] By 1992, Siemens bought out IBM's share in ROLM[14][15] and later changed its name to SiemensROLM Communications. However, the die was cast, and the downturn (across the telecom sector) continued. The ROLM name was eventually dropped in the late 1990s, though Siemens still retained copyright of it.

Mac

Currently, secondary vendors offer support for ROLM phone systems, including repair services for broken phones and sales of refurbished units and Phonemail systems. Many systems have remained in use in large-scale universities, institutions and some corporations (Entergy, School of the Art Institute of Chicago, Huntsman, The Southern Company, the Santa Fe railroad (now part of BNSF, etc.), which were large-scale ROLM users from the early days. These older systems are still known for being very reliable, though Siemens no longer offers updates or new models of the CBX. Siemens still offers some technical support, however, most real ROLM systems quietly keep running, and unless they suffered a lightning strike or an IBM hard-drive failure (in the 9751s), no support was really needed.

The Great America Campus was leveled and is now a parking lot for the adjacent Levi's Stadium. The River Oaks campus was leveled and is now high density housing. The Zanker campus remains as Broadcom.

CBX (Computer Branch eXchange) technical information[edit]

The original CBX were not named except for the software release (i.e., 'Release 5' or 'Release 6'), but then they changed with the release of the 7000 CBX, later becoming the 8000 (8000-8004 series, which had more memory and newer CPU cards as well as offering redundant critical electronics, power supplies, etc.). The models under the CBX and later CBXII product line were the VS (Very Small; one CPU and no redundant electronics and one half of a normal cabinet of the larger models), S (Small: similar to the VS but normal size cabinet and could be upgraded; offered power supply redundancy), M (redundant CPUs and electronics and power supply options) and L (multi-cabinet with total redundancy). The CBXII 8004 Mdump 18a was the last release of the original series.

In the early 80s, ROLM introduced the CBXII VL9000 ('VL' for Very Large). Multi-node capable, it could have up to 15 nodes with over 20,000 stations. The nodes could be connected via T1s or fiber. The box and a lot of hardware was similar or the same as the 8000 series, but the main bus and software were totally different. The 9000 could offer many newer features the 8000 could not. The 1st 9000VL was going to Georgia Power/Southern Company but was delayed in its delivery, while SN002 was delivered to Gulf States Utilities HQ in Beaumont, Texas and installed by GSU's own telecom group ahead of SN001 being delivered to Georgia. GSU, now part of Entergy, retired the VL9000 in the late 1990s, and it was replaced with a SiemensROLM 9006i (actually sold by Siemens overseas 1st as the HiCoM (HCM) 300 and was nothing like a real ROLM). Georgia Power ran their VLCBX in tandem with an existing multi-cabinet 8000 and each extension had a switch to select either of the two CBXs in case of a malfunction until the reliability of the VL model was up to acceptable standards. NASA's Johnson Space Center (JSC) in Clear Lake, TX was the push behind the 9000 series, with JSC eventually having a 13 node 9000VLCBX on its campus (replaced by a Siemens 9006i and later a Siemens HiPath switch).

The various models of IBM produced ROLM 9751 CBX are 10, 20, 40, 50 & 70. PhoneMail (succeeded by eXpressions470 in later VoIP offerings from Siemens but using the same command structure and female 'Silicon Sally' voice). However, IBM did not keep up with telecom standards on the Central Office as well as it should have; which kept IBM/ROLM from delivering an ISDN PRI solution for the 9751 until late in the game. By then, Nortel, the old AT&T (later Lucent and now Avaya) as well as others had pulled ahead and ROLM never regained ground.

ROLM 9751[edit]

The Model 10 cannot use Cornet hardware (RPDN card); CORNet is a proprietary networking software (an extension of ISDN PRI protocols) for Siemens PBXs and the original 9751-9005 model. Also the cabinet is a different design from the other models (the Model 20 through 70 use the same cabinet design, etc.).

In the early 1990s, Siemens came out with new '9751-9006i' models called the Model 30 and Model 80, respectively. They were nothing like the original ROLM systems. The only devices that were kept from the older models were the RolmPhones and PhoneMail. The Mod 30/80 9006i series was a disaster for Siemens, and this caused a lot of old ROLM customers to jump ship to another vendor like Nortel or Avaya. The 9006i models were really HiCoM (HCM) 300 models sold overseas. Eventually, Siemens changed the name back to the HCM name, ending production in the late 1990s with Version 6.6 (original release was 6.1 or 9006 release 1).

Further reading[edit]

  • Maxfield, Katherine (2014). Starting Up Silicon Valley: How ROLM Became a Cultural Icon and Fortune 500 Company. Austin, TX: Emerald Book Company. ISBN978-1937110628.

References[edit]

  1. ^New York Times January 22, 1995
  2. ^Bochannek, Alex (December 4, 2012). 'If it moves, it should be Ruggednova'. Computer History Museum. Retrieved March 28, 2019.
  3. ^'The world's toughest mini-computer goes anywhere'(PDF). Bitsavers. Rolm Corp. c. 1970. Retrieved March 28, 2019.
  4. ^[1]
  5. ^http://www.telizent.com/siemens-history/
  6. ^Greenwald, John (1983-07-11). 'The Colossus That Works'. TIME. Archived from the original on 2008-05-14. Retrieved 2019-05-18.
  7. ^IBM Archives: 1983. IBM. Retrieved June 10, 2012.
  8. ^Reuters November 22, 1984
  9. ^IBM Archives: 1984. IBM. Retrieved June 10, 2012.
  10. ^New York Times, December 14, 1988.
  11. ^Reuters August 18, 1989
  12. ^New York Times, October 3, 1989.
  13. ^IBM Archives: 1989. IBM. Retrieved June 10, 2012.
  14. ^NY Times May 8, 1992
  15. ^IBM Archives: 1992. IBM. Retrieved June 10, 2012.
Retrieved from 'https://en.wikipedia.org/w/index.php?title=ROLM&oldid=972536982'

5695-083 IBM CallPath CallCoordinator CICS/MVS

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

Table of contentsDocumentoptions
IBM U.S. Product Life Cycle DatesDescription
AbstractTechnical Description
Product PositioningPlanning Information
HighlightsSecurity, Auditability, and Control
Printable version

IBM U.S. Product Life Cycle Dates
Program NumberVRMAnnouncedAvailableMarketing WithdrawnService DiscontinuedReplaced By
5695-0831.00.01992/01/211992/05/291998/02/112001/09/30 -

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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 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:

  1. the ability to schedule a follow-up call when an inquiry requiresfurther research;
  2. 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).
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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:
    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 theorder entry screen and is now prepared to do business with the clientknowing more about the nature of the call.
CallPath CallCoordinator provides other pre-programmed call managementfunctions such as coordinated voice/data transfer, transfer loadbalancing, outbound call queue management and computer-assisted dialingin a similar manner by utilizing call information routed to and from atelephone system by IBM CallPath CICS/MVSV.
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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.

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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.

Config

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.
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Technical Description
Operating EnvironmentHardware RequirementsSoftware 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

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.

Rolm 9751 Config Manual Instructions

Call and Agent History File

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.

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.

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
    • 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

    Rolm 9751 Config Manual Pdf

    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.
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    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.
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    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

    Rolm 9751 Commands

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

    Rolm 9751 Config Manual Guide

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

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