CallPath Version 2.1 -- Computer Telephony Solutions for a Customer Service Advantage Announced on May 6, 1997 SOFTWARE Announcement 297-130 At a Glance With CallPath Version 2.1, you can streamline your customer service operations by using advanced voice and data applications. This new release of CallPath: o Supports CallPath server on Microsoft Windows NT in addition to existing support on IBM AIX and OS/2 Warp. o Provides an enhanced application development environment with support for Java Telephony API and CallPath DDE. o Includes Enterprise Option applications and solution enablers for your advanced call management routing, call reporting, and agent productivity needs. o CallPath Version 2.1 year 2000 ready. o Adds Mitel and Ericsson CSTA telephone system support. o Enhances seven telephone system interfaces. ----------------------------------------- For ordering, contact: Your IBM representative, an IBM Business Partner, or IBM North America Sales Call Center at 800-IBM-CALL Reference: YE005 Overview IBM CallPath (R) Version 2.1 can help businesses increase employee productivity and improve customer satisfaction by linking telephones and computers. CallPath Version 2.1 is networked computer telephony software that enables applications to link the data processing power of a computer with the telephony processing capabilities of telephone systems. Prior to Version 2.1, IBM's CallPath provided a rich, application enabling foundation. In Version 2.1, IBM is enhancing the breadth and depth of its application enabling function and is enriching it with advanced call management applications and solution enablers for call management. With CallPath 2.1, your agents can view customers' profiles along with the telephone call. This intelligent answering function allows agents to handle incoming calls with increased speed and accuracy. Outbound customer applications (like tele-sales and collections) can deliver streamlined campaigns and increase the contact rate. An increased contact rate can substantially increase revenue. New in CallPath Version 2.1 With CallPath Version 2.1, IBM takes its CallPath offering to new and exciting levels of networked computer telephony capability and openness. CallPath Version 2.1: o Adds server support on Microsoft (R) Windows (R) NT. o Provides application independence and portability with support for Java (TM) Telephony object programming. This allows developers to focus on solutions to business problems instead of the portability and compatibility of the applications they develop. o Adds a new CallPath development tool -- Callpath DDE o Now, for the first time, includes advanced call management applications (routing, agent tools, and reporting) that provide customers with total solutions -- not just enablers. o Adds CSTA* support for two new telephone systems plus enhancements for seven existing systems, totaling support of 20 systems from 14 vendors. o Is year 2000 ready. * Computer Supported Telecommunications Applications Intended Customers o Customers who want to improve the productivity of their network of call centers and increase the quality of service delivered to their customers. o Customers who need a full range of networked computer telephony offerings on a variety of popular platforms. o Customers who want to maximize application portability. Key Prerequisites o Server operating systems: Microsoft Windows NT Version 3.51 or 4.0 (Intel (R) only), IBM AIX (R) Version 4.1 or 4.2 and IBM OS/2 (R) Warp Connect Version 3.0 or higher. o Client Operating systems: Microsoft Windows NT Version 3.51 or 4.0 (Intel only), Microsoft Windows 95 and Windows 3.1, IBM AIX Version 4.1 or 4.2, HP-UX, SCO UNIX, Sun Solaris and IBM OS/2 Warp Version 3.0 or higher. o CallPath supported switches. DESCRIPTION Planned Availability Dates o June 27, 1997 -- All program packages except function for CallPath Java Telephony Toolkit, and selected Windows NT functions for CallPath Enterprise Option, CallPath Dialer, CallPath Skills Based Routing, and CallPath Intelligent Load Balancing. o September 26, 1997 -- Complete Windows NT functions for CallPath Enterprise Option, CallPath Dialer, CallPath Skills Based Routing, and CallPath Intelligent Load Balancing. o December 19, 1997 -- CallPath Java Telephony Toolkit Notes: o Selected Enterprise Option functions will be available on Microsoft Windows NT. Refer to the Technical Information section, Enterprise Option 1 table showing Functions/Platform Support, for details on what functions are available on this date. o After availability, existing customers of CallPath Enterprise Option, CallPath Dialer, CallPath Skills Based Routing, and CallPath Intelligent Load Balancing can acquire these program packages with complete function on Windows NT via Corrective Service Delivery (CSD) from IBM Service. Computer Telephony Software The synergy that is provided by marrying telephones with computers opens nearly unlimited opportunities for companies to dramatically enhance service to their networked call centers. Inbound customer inquiries can be handled with increased speed and accuracy, significantly boosting customer satisfaction. As an example, outbound customer applications like tele-sales can deliver more streamlined campaigns and increase the contact rate, which can substantially increase revenue generation. CallPath provides software which enables applications to link the data-processing power of a computer with the telephony processing capabilities of telephone systems. IBM's CallPath family has been an industry leader in the networked computer telephony area since its introduction in 1989, by providing and consistently enhancing rich application enabling capabilities and providing broad industry telephone system interface coverage. IBM has thousands of worldwide CallPath installations providing huge benefits for customers. With the introduction of CallPath Version 2.1, IBM is taking its CallPath offering to new and exciting levels of networked computer telephony capability and openness with the addition of applications and solution enablers for call management that provide total customer solutions. CallPath Version 2.1 Prior to Version 2.1, CallPath focused on providing a rich, application-enabling foundation. On that foundation, customers, IBM service providers, and IBM Business Partners have built a variety of applications that utilize computer telephony software to satisfy complex customer service needs. CallPath Version 2.1 enhances this robust application-enabling capability with o CallPath Server support on Windows NT o CallPath Enterprise Option on Windows NT, IBM AIX and OS/2 Warp o CallPath Application and Solution Enablers for Call Management o CallPath Enhanced Application Development and Integration o CallPath Version 2.1 is year 2000 ready CallPath Server IBM CallPath Server is the CallPath base product that enables networked computer telephony integration and the use of CallPath components. IBM today announces that the benefits of CallPath Services Architecture on IBM AIX and OS/2 Warp Connect are extended to Microsoft Windows NT. CallPath Enterprise Option CallPath Enterprise Option includes Callpath Server (the base product) but also adds additional call management applications and solution enablers, and enhanced application development and integration tools. When considering CallPath Enterprise, customers have two choices from which they can select. Option 1: The first choice is referred to as Option 1 on the program CD. It offers a set of higher-level APIs, on which the optional call management applications and solution enablers for call management operate. It includes the Enterprise Server, the Enterprise Clients, CallPath Applications and Solution Enablers for Call Management such as call routing and reporting. It also includes enhanced application development and integration tools such as the CallPath HAT facility, CallPath Dynamic Data Exchange (DDE), Developers toolkits and more. It is year 2000 ready. The CallPath Enterprise, Option 1 supports a subset of the telephone switches that are supported by the base CallPath Server (Lucent G3, Nortel SL1 and DMS 100, Siemens 9751, 9005 and 9006.3). Option 2: The second choice is referred to as Option 2 on the program CD. For those switches that are not yet supported by CallPath Enterprise, Option 2 provides you with the IBM Call Coordinator Family. CallCoordinator (TM) is an existing IBM product, previously a separately orderable call management application, that is repackaged under CallPath Version 2.1. This computer telephony software delivers the following functions: o Intelligent answering o Coordinated voice and data transfer and conference o Call archive facility o Agent productivity tool for desktop telephony o Access and control of legacy applications o DDE interface (Windows only) You may wish to deploy CallCoordinator now and migrate to CallPath Enterprise Option in the future as additional switches are supported. DDE applications or HAT Facility tables written to work on CallCoordinator are upward compatible with CallPath Enterprise Client/Server. CallPath Enterprise, Option 1: The sections which follow provide additional detail on the applications, solution enablers for call management and enhanced application development and integration that are available in CallPath Enterprise, Option 1. CallPath Application and Solution Enablers for Call Management CallPath Version 2.1 takes an evolutionary, yet dramatic step forward in its networked computer telephony application-oriented capabilities. CallPath Version 2.1 not only enhances the richness of its application enabling capability with NT server support, but also forges ahead in providing call management applications and advanced solution enablers. The application and solution enablers in CallPath 2.1 include the following CallPath software: o Call routing o Call Center Productivity o Reporting o VRU (voice response unit) connections IBM has repackaged the local telephone system interface code in CallPath Version 2.1, as the Switch Connections program package. Call Routing Software Call routing software consists of CallPath Intelligent Load Balancing, CallPath Skills Based Routing, and CallPath Intelligent Routing. o CallPath Intelligent Load Balancing can monitor the load at each of multiple call centers and then route incoming calls to the least busy center or the center chosen according to such parameters as time-of-day, day-of-week and call center balance thresholds. This creates a single "networked call center" and provides customers with a consistent level of service, even if the call center they called is experiencing a heavy volume of calls. This provides call centers with - Quicker call answering - Better agent resource usage - Easier peak load handling - Time zone call distribution - Single numbers for customer to call - Disaster recovery capability o CallPath Skills Based Routing provides a better match of agent skills to calling customers needs and provides call routing based on this more detailed customer information. This feature lets you receive information from a VRU or other custom application and use it to route calls to the most qualified agent. Or you can use this feature in conjunction with a CallPath Intelligent Routing application. When used this way, this feature will maximize your call center efficiency and increase your customer's satisfaction levels by - More appropriate matching of agent skill to the call need and - Solving the customer problem correctly the first time o CallPath Intelligent Routing automates retrieval of customer profiles from your database with information such as Automatic Number Identification (ANI), Dialed Number Identification Service (DNIS) or data collected by a VRU without any customer programming. CallPath Intelligent Routing can be used in a stand-alone mode by routing a call to a specific ACD queue based on your specifications. CallPath Intelligent Routing can also provide a very powerful total solution by acting in conjunction with CallPath Intelligent Load Balancing or CallPath Skills Based Routing. For example, CallPath Intelligent Routing can retrieve a customer profile from your database and determine the skill requirements for the call. It can then use CallPath Skills Based Routing to select the best agent to satisfy your customer's needs. Call Center Productivity Software Agent productivity software consists of CallPath Workbench, CallPath Monitor and CallPath Dialer. The optional call management applications and solution enablers are shown in greater detail below. You can use these applications and enablers individually or together to deliver high-function capability to your call center. o CallPath Workbench provides a standard graphical user interface (GUI) for access to basic telephone features such as answering, holding and transferring calls at your agent desktops. CallPath Workbench is designed to work seamlessly with CallPath Monitor providing several CallPath Monitor functions so that agents can view real-time statistics for the queues they are working. CallPath Monitor is shown in more detail in the following section. o CallPath Monitor monitors agent activities in one or more ACD queues or ACD groups. It graphically displays the agent status in the group, as well as provides summary statistics on the ACD group. Example statistics show load on the ACD group, estimated wait time, and number of calls in the ACD group. It can be purchased separately as a stand alone application. CallPath Monitor is designed to work seamlessly with CallPath Workbench. o CallPath Dialer allows you to build applications for computer-assisted automated dialing of outbound telephone numbers. It allows numbers to be previewed by the agent with the correct skill before allowing dialing (Preview Dialing). Or it lets the computer do the dialing automatically for the skilled agent as programmed (Power Dialing). Reporting Software o CallPath Reporter gathers information about the entire networked call center. CallPath Reporter enables reporting on agents calls in ACD groups and any extension in the call center that is monitored by CallPath. It records call activity, agent activity, and application-defined wrap-up data for the entire call wherever it may appear in your virtual center (cradle-to-grave reporting). CallPath VRU Connections o CallPath VRU Connections provides software that communicates with IBM DirectTalk for AIX and IBM DirectTalk/2 (TM). IBM is also providing the first non-IBM VRU connection to InterVoice InterSoft/2. These connections allow faster, easier and more efficient integration of computer telephone applications with these popular VRU systems. Some examples of capability are: select best call routing, query agent queue wait times, and add user-defined business data to the call. CallPath Switch Connections IBM announces the repackaging of local telephone system interface software code as CallPath Switch Connections. This software includes two new CSTA telephone systems now supported by CallPath, the Mitel SX-2000 LIGHT and Ericsson MD110 with ApplicationLink with CSTA V3.0. The MD110 was previously supported by Ericsson switch-dependent software. Enhancements to previously supported systems are included for the following systems: o Lucent Technologies DEFINITY G3 Version 5 o Nortel SL-1 Meridian Link 5 Release 22 o Nortel DMS-100 BCS 35, 36 o Siemens 9751 Release 9006.3 o Alcatel 4400 o Philips SOPHO iS3000 Series IBM is working with various switch vendors, worldwide, to enable the CallPath Services API to be used with their switches. Check the IBM networking computer telephony home page at the following Internet address: http://www.networking.ibm.com/callpath or ask your IBM representative about any additional switches that may be supported by CallPath or about switches that are no longer supported. IBM CallPath works with a wide variety of telephone systems and switches as follows. o Alcatel 4400* o Aspect** o Bosch Integral 33X** o Cortelco** o DeTeWe Varix 2000* and** o Deutsche Telekom octopus* o Ericsson MD110 with ApplicationLink for CSTA V3.0* o Ericsson MD110 Release 7** o Ericsson ACP1000 with ApplicationLink for CSTA V1.0* o GPT ISDX** o Lucent Definity Generic 3i, 3r and 3s o Lucent Definity Generic 5e CO o Mitel SX-2000 LIGHT* o NEC 2400 ICS Series o Nortel Meridian 1 PBX/Meridian Link 5 o Nortel DMS-100 CO o Philips SOPHO iS3000* o SDX 420N** o Siemens 9751 CBX, Release 9005 o Siemens 9751 CBX, Release 9006 o Siemens Hicom 300 V3.4** o Siemens Hicom 300 V3.3 * Indicates CSTA switch interfaces. ** Indicates OEM switch interfaces. Notes: o Some CallPath features and applications may not be supported for each switch type. Contact your IBM sales representative for a list of the features and applications supported for each switch. o CallPath Server can also support remote connection to the telephone system with IBM CallPath SwitchServer/2 (TM) (part number 4230045). o For telephone system support in your country, see your IBM representative. Enhanced Application Development and Integration CallPath 2.1 offers software for integrating voice and data within your existing call center applications, as well as building your own specialized computer telephony applications. CallPath 2.1 includes the following aides: o CallPath Java Telephony Toolkit o CallPath Dynamic Data Exchange (DDE) o Scripting (CallPath HAT Facility) o CallPath Toolkit o CallPath Enterprise Option Advanced Application Development These toolkits/aides include sample code and test tools on both the CallPath Server and the CallPath Enterprise Option. CallPath Java Telephony IBM, as an industry sponsor of the Java Telephony initiative, is embracing JTAPI in its ongoing effort to drive toward openness. The CallPath JTAPI environment, using object programming, offers easier and more open application development. This open environment allows applications to become increasingly divorced from platforms, operating systems, or proprietary protocols. Customers and solution providers are therefore free to focus on solutions to business problems instead of the compatibility and portability of the applications they develop. IBM is announcing application development and integration software for CallPath JTAPI interfaces. This software supports the following packages: o Core objects for basic telephony o Call Control objects and events o Call Center objects and events IBM is also providing CallPath Telephony Beans, which are a set of interfaces that use CallPath JTAPI and Java Bean. With CallPath Telephony Beans, you can develop applications using a Java based visual builder which supports Java Bean technology. By stringing objects together, you can easily add telephony functions to an existing Java based application, or you can develop brand-new, telephony-enabled applications. A toolkit is available for CallPath JTAPI and CallPath Beans to assist application developers. Initially, the CallPath JTAPI and Beans support is provided for the telephone systems supported by the Enterprise Server (Lucent G3, Nortel SL1 and DMS100, Siemens 9751 9005 and 9006.3). The Java Internet web address is: http://www.javasoft.com/products/javatel Refer to the IBM Computer Telephony home page for details on how to access this no-charge CallPath Java Telephony Toolkit, when it becomes available, December 19, 1997. http://www.networking.ibm.com/callpath CallPath Dynamic Data Exchange CallPath DDE provides convenient access to telephony from any application or application development tool that supports DDE. CallPath DDE runs as an application enabler. It provides a DDE server for your business applications to use to issue telephony requests and receive telephony events. CallPath DDE is installed separately on the client workstation. It is included with the CallPath Enterprise Client. Note: CallPath DDE provides a superset of the DDE interface that is available on the Call Coordinator for Windows product. Scripting (CallPath HAT Facility) The CallPath HAT (Host Application Transaction) Facility provides a scripting engine at the client workstation which interfaces between CallPath Enterprise and your existing business applications. The scripts are called HAT files. Specifically, the CallPath HAT Facility is well suited as an interface to: o Host-based applications using 3270 or 5250 protocols o Existing client/server applications using DDE o Most back-end systems, using DLL extensions written to the CallPath Hat Facility The CallPath HAT Facility is included with CallPath Enterprise Option and is installed separately on the client workstation. CallPath Toolkit To assist in your development efforts, the CallPath Toolkit included with CallPath Server offers developers the following: o Program libraries written in "C" or "C++" for use with CallPath or supported clients o Sample code demonstrating methods of creating application code using CallPath Server o Test/Trace application aid for evaluation of running programs CallPath Enterprise Option Advanced Application Development To assist in your development efforts, the CallPath Enterprise Option offers developers the following: o Java based application development toolkit o DDE interface provided by CallPath DDE o Scripting interface provided by CallPath HAT Facility o "C" Interface including headers and libraries for all supported CallPath Enterprise Client platforms o "C++" interface including header files, libraries and a sample program o Microsoft Visual Basic interface including sample files o IBM REXX interface Year 2000 Ready CallPath Version 2.1 Option 1 is ready for the year 2000 changeover at availability. IBM is heavily involved in helping to prepare customers for the year 2000 and has created many venues for accomplishing this, including: o Providing customers with worldwide seminars o Offering tools from IBM and other vendors o Providing implementation services in a year 2000 project o Providing consulting services o Maintaining a web site that is devoted to this critical topic. The Year 2000 Internet web address is: http://www.ibm.com/year2000 Check the year 2000 status of CallPath products on the IBM Year 2000 Internet web page at the above address. PRODUCT POSITIONING CallPath Version 2.1 continues to focus on your call center by: o Increasing agent productivity o Increasing revenue o Reducing costs o Improving customer service o Enhancing information for managers o Leveraging information investments Trademarks CallCoordinator, DirectTalk/2, and CallPath SwitchServer/2 are trademarks of International Business Machines Corporation in the United States or other countries or both. CallPath, AIX, and OS/2 are registered trademarks of International Business Machines Corporation in the United States or other countries or both. Intel is a registered trademark of Intel Corporation. Microsoft and Windows are registered trademarks of Microsoft Corporation. Java is a trademark of Sun Microsystems, Inc. Other company, product, and service names may be trademarks or service marks of others. SUPPLEMENTAL INFORMATION PUBLICATIONS For more information about each of the CallPath (R) Version 2.1 components, refer to the CallPath General Information manual. The following publication can be ordered immediately after planned availability. To order, contact your IBM representative or call 800-879-2755. Order Title Number IBM CallPath General Information GC31-8529 Displayable Softcopy Publications: The following CallPath Version 2.1 publications are offered in displayable softcopy form. All unlicensed manuals are included. The publications are in HTML and Adobe Acrobat.PDF format and are included with the program packages on the publications CD-ROM. The HTML requires an HTML browser that supports HTML 3.0 and is included on the CD-ROM. A reader is also provided for the Acrobat files. o CallPath Server Planning, Installation, and Problem Determination Guide o CallPath Developers Toolkit Programming Guide and Reference o CallPath Enterprise Programmer's Guide and Reference o CallPath Enterprise Client and Server Planning, Installation, and Problem Determination Guide o CallPath Enterprise Packages Planning, Installation, and Problem Determination Guide o CallPath Services Reference for Nortel Meridian 1 PBX/ Meridian Link o CallPath Services Reference for Nortel DMS-100 CO Switch Version 2.0 o CallPath Services Reference for Lucent Technologies DEFINITY Generic 3 PBX o CallPath Services Reference for Siemens 9751 CBX (Release 9006) o CallPath Services Reference for ROLM 9751 CBX (Release 9005) o CallPath Services (CSTA) Reference for Alcatel 4400 o CallPath Services (CSTA) Reference for Philips IS PBX o CallPath Services (CSTA) Reference for Ericsson MD110 o CallPath Services (CSTA) Reference for Ericsson ACP1000 o CallPath Services (CSTA) Reference for Mitel SX-2000 LIGHT o CallPath CallCoordinator (TM)/2 General Information Manual o CallPath CallCoordinator/2 (TM) User's Guide o CallPath CallCoordinator/2 System Administrators' Guide o CallPath CallCoordinator/2 Server System Administrators' o CallPath CallCoordinator/2 Archive System Administrators' o CallPath CallCoordinator/2 Quick Reference Card o CallPath CallCoordinator/2 Messages o CallPath CallCoordinator for Windows (R) System Administration Guide o CallPath CallCoordinator for Windows User's Guide Open Enterprise: IBM CallPath Server, Enterprise Option, and Switch Connections provide for the merging of telephone and computer technologies. They support the Computer Telephony Integration (CTI) industry-standard interface from the European Computer Manufacturer's Association (ECMA) to facilitate open, distributed, multivendor interoperability. These programs support the CSTA industry-standard protocol from the ECMA, (European Computer Manufactures Association). This CSTA protocol is used for managing the telephone system links and flow of information between host computers and telephone systems. Open standards such as DDE (Dynamic Data Exchange), TCP/IP, SNMP (Simple Network Management Protocol), and Java (TM) Telephony API (JTAPI) are supported by these programs. As of the JTAPI 1.1 release, it will be moving to a working group under ECTF. More information is available on Internet site: http://www.javasoft.com/products/javatel TECHNICAL INFORMATION Specified Operating Environment Hardware Requirements CallPath Server -- OS/2 (R) and Windows NT o System processor: Any Intel (R)-based system, supported by OS/2 Warp Version 3.0 or higher or Microsoft (R) Windows NT Version 3.51 or Version 4.0. A 80486** or higher processor is required. o CD-ROM drive or network attached CD-ROM CallPath Enterprise Server -- OS/2 and Windows NT o System processor: Any Intel-based system, supported by OS/2 Warp Version 3.0 or higher or Microsoft Windows NT Version 3.51 or Version 4.0. o CD-ROM drive or network attached CD-ROM CallPath Server -- AIX (R) o System processor: All RS/6000 (TM) processors, including SP2 (R) and PowerPC (R) systems, that support AIX Version 4.1 or Version 4.2 o CD-ROM drive or network attached CD-ROM CallPath Enterprise Server -- AIX o System processor: Any RS/6000 workstation, including SP2 and PowerPC systems, that support AIX Version 4.1.4 or higher or Version 4.2. o CD-ROM drive or network attached CD-ROM CallPath Clients -- OS/2, Windows 3.11, Windows 95, Windows NT, AIX, HP UNIX (R), Sun Solaris, and SCO UNIX o System processor: - Any Intel-based system, supported by OS/2 Warp Version 3.0 or higher or Microsoft Windows NT Version 3.51 or Version 4.0 or SCO UNIX A 80486** or higher processor is required. Or, - Any RS/6000 processor, including PowerPC systems, that supports AIX Version 4.1 or Version 4.2. Or, - Any Sun SPARC processor supported by Sun Solaris V2.2 or higher. Or, - Any Hewlett-Packard Series 9000 with 700 and 800 workstations CallPath Enterprise Server Clients- OS/2, Windows 95, Windows NT, Windows 3.11, AIX, and SCO UNIX o System processor: - Any Intel-based system, supported by OS/2 Warp Version 3.0 or higher or SCO UNIX - Any RS/6000 processor, including PowerPC systems, that support AIX Version 4.1.4 through Version 4.2 See detailed hardware requirements for CallPath V2.1 program packages in the following softcopy publications: o CallPath Server Planning, Installation, and Problem Determination Guide o CallPath Enterprise Client and Server Planning, Installation, and Problem Determination Guide o IBM CallPath CallCoordinator for OS/2 and Windows General Information (GC22-0074) o IBM CallPath CallCoordinator/2 System Administrator's Guide o IBM CallCoordinator for Windows System Administrator's Guide Telephone System Connectivity Requirements: For the specifics of telephone system hardware, required to connect the CallPath Server to the telephone system, refer to the CallPath Services Reference manual for the specific telephone system required. o For Lucent Technologies DEFINITY G3i, 3r, and 3s Version 4 or 5 telephone systems, any one of the following: 1. Data Terminal Adapter (XLT DTA) card, with an appropriate connection cable for PCs with ISA architecture. 2. Data Terminal Adapter/Microchannel (XLT DTA/MC) card, with an appropriate connection cable for PCs with microchannel architecture. Note: Both cards are available from: EXCELLTECH, Inc. 113 West Third Avenue Yankton, SD 57078 Contact telephone numbers: 605-367-3540 605-665-5811 605-665-8324 Note: The EXCELLTECH XLT DTA/MC adapter card was formerly called the NCR ISDN BRI DTA/MC card 3. If Ethernet connection is required, any 10BASE-T Ethernet card with an RJ45 connector and an appropriate connection cable A single Ethernet card should not be used for both host and telephone system connectivity. It is required that a separate Ethernet card be used for connectivity to the telephone system to prevent performance and toll fraud problems. A 10BASE-T hub with RJ45 connectors is also required for connectivity to the telephone system Note: Local attachment to CallPath Server on Windows NT is only supported by Ethernet connectivity. Note: Contact your Lucent installation representative for more information on G3 hardware. o For Nortel Meridian 1 Telephone System: - One of the following sets of hardware for active connection (up to two active connections are supported): 1. IBM X.25 Interface Co-Processor/2 for a PC with microchannel architecture, (part number 16F1858) or IBM X.25 Interface Co-Processor for a PC with ISA architecture, (part number 71G6459) 2. Ethernet adapter if connecting via TCP/IP, Meridian Link 5 only 3. IBM 7855-10 modem or equivalent for V.24 - A connection from the PC to the Nortel Meridian 1 PBX using an IBM X.25 Interface Co-Processor cable option V.24, part number 16F1869. Note: Contact your Nortel Meridian 1 representative for more information on Meridian 1 hardware. o For Nortel DMS-100 CO Telephone System: - One of the following sets of hardware: 1. IBM X.25 Interface Co-Processor/2 for a PC with microchannel architecture, (part number 16F1858) or IBM X.25 Interface Co-Processor for a PC with ISA architecture, (part number 71G6459) 2. IBM 7855-10 modem (or equivalent for V.24) or IBM 5822-10 Data Service Unit (DSU) - A connection from the PC to the Nortel DMS-100 CO using an IBM X.25 Interface Co-Processor cable option V.24, part number 16F1869. Note: Contact your Nortel DMS-100 installation representative for more information on DMS-100 hardware. o For Siemens 9751 CBX, Release 9006 and Release 9005 Telephone Systems: - If connection between these Siemens telephone systems and the CallPath Server or Enterprise Server on AIX or Windows NT platforms is required, a remote IBM CallPath SwitchServer/2 (TM) is required. For hardware requirements for SwitchServer/2 (TM), see Using SwitchServer/2 publication on the CD-ROM (SC34-2406). Refer to Software Announcement 297-129, dated May 6, 1997, for more information about SwitchServer/2. Note: Contact your Siemens 9751 CBX, Release 9005 or 9006, installation agent for information on supported hardware configurations. o For Alcatel 4400, Ericsson ACP1000, Ericsson MD110, or Mitel SX-2000 LIGHT telephone systems. - IBM Ethernet adapter for ISA bus (PN 55G2480) or equivalent - Standard Ethernet cable connected to a hub, or refer to softcopy publications CallPath Services CSTA Reference for Ericsson MD110, Ericsson ACP1000, Alcatel 4400, and Mitel SX-2000 LIGHT, for information on special cables for direct connection. Note: Contact your telephone system installation agent for more information on your specific system's hardware. o For Philips SOPHO iS3000 Series and Deustche Telekom octopus 180i/M/M26/S PBX attachment: - An SCOM ISDN BRI adapter from Eicon Technology Corporation - Standard ISDN attachment cable delivered with the ISDN adapter Notes: - Consult your IBM representative for details of suitable ISDN adapters. - The Philips telephone system supports attachment to CallPath Server for Windows NT only via the IBM CallPath SwitchServer/2. - Contact your Philips installation representative for more information on the SOPHO or octopus hardware requirements. Software Requirements For CallPath Server for OS/2 o IBM OS/2 Warp Version 3.0 or higher For CallPath Server for Windows NT o Microsoft Windows NT Workstation Version 3.51 or 4.0 For CallPath Server for AIX o IBM AIX Version 4.1 or 4.2 for RS/6000 workstations and servers For CallPath Enterprise Server for OS/2 o IBM OS/2 Warp Version 3.0 or higher For CallPath Enterprise Server for Windows NT o Microsoft Windows NT Workstation Version 3.51 or 4.0 For CallPath Enterprise Server for AIX o IBM AIX Version 4.1.4 through Version 4.2 For CallPath Clients -- OS/2, Windows 95, Windows NT, Windows 3.11, AIX, Sun Solaris, HP UNIX, and SCO UNIX o IBM OS/2 Warp Version 3.0 or higher, or o IBM AIX Version 4.1 or Version 4.2, or o Microsoft Windows 3.11, or o Microsoft Windows 95 or Windows NT Version 3.51 or 4.0, or o SCO UNIX System V/386 R3.2 o Sun Solaris V2.2 or higher o HP UNIX V9.01 or higher For CallPath Enterprise Server Clients -- OS/2, Windows 95, Windows NT, Windows 3.11, AIX, and SCO UNIX o IBM OS/2 Warp Version 3.0 or higher, or o IBM AIX Version 4.1.4 through Version 4.2, or o Microsoft Windows 3.11, or o Microsoft Windows 95 or Windows NT Version 3.51 or 4.0, or o SCO UNIX System V/386 R3.2 For CallPath Connectivity Software o For LU 6.2 (APPC) communication links with CallPath SwitchServer/2 and for some local switch connections, use one of the following for the desired operating system: - IBM Communication Manager/2 (CM/2) Version 1.1 (PN 79G0258) - IBM Communication Server for OS/2, Version 4.1 - IBM Communication Server for AIX, Version 4.2 - Microsoft SNA Server, a component of Microsoft BackOffice o For Ethernet connectivity and client/server communications, IBM TCP/IP or equivalent TCP/IP for the operating system being run and the latest Corrective Service Diskettes (CSDs) is required. Other CallPath Version 2.1 Program Requirements: See detailed software requirements for all CallPath V2.1 products in the following publications: o IBM CallPath Server Planning, Installation, and Problem Determination Guide o IBM CallPath Enterprise Client and Server Planning, Installation, and Problem Determination Guide o IBM CallPath CallCoordinator for OS/2 and Windows General Information o IBM CallPath CallCoordinator/2 System Administrator's Guide o IBM CallPath CallCoordinator for Windows System Administrator's Guide Telephone System Software Requirements: Each telephone system can attach locally or remotely via IBM CallPath SwitchServer/2, to CallPath Server or Enterprise Server. For Attachment to Lucent Technologies DEFINITY Generic 3, using either of the following two adapter software: o EXCELLTECH Inc., ISDN OS/2 device driver program (supplied with the EXCELLTECH card), or ISDN AIX device driver program (supplied with CallPath V2.1) o Ethernet device driver software (supplied with the operating system) Note: Local attachment to CallPath Server on Windows NT is supported by Ethernet adapter only. For Attachment to Nortel Meridian 1 PBX, either of the following adapter software: o For OS/2, IBM X.25 Interface Co-Processor/2 adapter device driver and API software. (See CallPath Services Reference for Nortel Meridian 1 PBX/Meridian Link publication for more details on how to acquire X.25 device driver software), or o For AIX, IBM AIX X.25 and AIXLink/X.25, or o For Windows NT, the X.25 device driver must be downloaded from the Internet site: http://wwprodsoln.bocaraton.ibm.com/artic Select "ARTIC File Repository" Select "Completed File List" Target files required are: ARTIC Support Windows NT Miniport and ARTIC Support for X.25 on Windows NT; see details on the CD-ROM. o Ethernet device driver software for the operating system being run For Attachment to Nortel DMS-100 CO o For OS/2, IBM X.25 adapter device driver and API software (See CallPath Services Reference for Nortel DMS-100 CO Switch publication for more details on how to acquire the X.25 device driver code. higher), or o For AIX, X.25 AIXLink Licensed Program Product is required. o For Windows NT, the X.25 device driver must be downloaded from the Internet site: http://wwprodsoln.bocaraton.ibm.com/artic See details on the CD-ROM. For Attachment to Siemens 9751 CBX, Release 9006 and 9005: Contact your Siemens installation representative for the software requirements of the Siemens CallBridge product that resides on the CallPath workstation. Note: Siemens 9751 CBX Release 9005 and 9006 can only support local attachment to CallPath Server on OS/2. The other CallPath platforms can attach to these telephone systems remotely, using IBM SwitchServer/2. For Attachment to Alcatel 4400, Ericsson ACP1000, Ericsson MD110, or Mitel SX-2000 LIGHT o Ethernet device driver software for the platform being run o LAPS (Lan Adapter and Protocol Support, included in Network Transport Services/2 of latest versions of Communications Manager/2) or Communications Server for OS/2, AIX, or Windows NT For Attachment to Philips SOPHO iS3000 Series and Deutsche Telekom octopus PBX o For CallPath Server for OS/2, ISDN Common API(CAPI) and 1TR6 software drivers from Eicon Technology Corporation o For CallPath Server for AIX, Net ISDN 1.4 for AIX Version 4.1 Note: For information on software prerequisites on the CSTA telephone systems, contact your telephone system representative. Note: Philips SOPHO and Deustche Telekom octopus can only support local attachment to CallPath Server on AIX and OS/2. The Windows NT CallPath platform can attach to these switches remotely, using IBM SwitchServer/2. For telephone system configurations through a CallPath OEM gateway, contact your OEM telephone system representative. It is recommended that customers verify the configuration with the telephone system manufacturer before ordering equipment. IBM is not responsible for changes to telephone system configurations. Telephone System Communications -- New CallPath Supported Features o Lucent Technologies DEFINITY G3 PBX with Version 4 or Version 5 CallVisor Adjunct/Switch Applications Interface ASAI switch software. - New G3V5 features: -- Listen Path Blocking, (Lucent "Selective Listening") -- Billing Change (Lucent "Flexible Billing") -- Reason code for changing Agent state -- Call forwarding query (Agent phone forwarded) -- Message Waiting Light query (Query message waiting lamp on) -- Query name of particular device configured at switch (Lucent "ASAI Accessed Integrated Directory database") -- Expands identification of the type of the calling party, (Lucent "II-Digits Over ASAI link") -- Alternate Call o Nortel (Northern Telecom) Meridian 1 Communications System with Meridian Link Software Module Release 5(ML5) Release 22, or Module Releas 4(ML4) Release 19 through 21 - New ML5 features: -- Hold Call request -- Enhanced Invoke Feature request for agent logon and logoff (Now supports manual, as well as program controlled) -- Enhanced message flow (Better tracking of calls transferred or conferenced) -- Message Waiting Lamp -- Manual Hold and Retrieve -- ACD Agent activity walkaway and return -- Enhanced ready/not ready support -- Limited call tracking support for Meridian Mail and Customer Control Routing (CCR) -- Network ACD Note: Contact your Nortel installation agent for installation, configuration and upgrades for your Nortel Meridian 1 PBX software o ROLM 9751 Release 9006i - Release 9006.2 or higher, with the CallBridge for Workgroups-CSA software - New 9006.3 features: -- Host-based Routing -- User-to-User Information (Consult and redirect call with data across multiple Release 9006.3 switches) -- Cross switch transfer -- (Limited availability to CallPath CICS/MVS (TM) and CallPath CallCoordinator CICS (R)/MVS (R)) o Alcatel 4400 features supported: - Selected CSTA Phase II, (Continued support for CSTA Phase I) - Call Center Distributor (CCD) - Invoke Feature (Forward calls) - Redirect call - Query Agent state events - Program data (Allows switch to hold data and transfer with call) o Philips SOPHO iS3000 IS PBX - Support for PCI/ISA PowerPC systems for CallPath Server for AIX o Mitel SX-2000 LIGHT -- Refer to CallPath Services (CSTA) Reference for Mitel for details of new CallPath supported telephone system features o Ericsson MD110 -- Refer to CallPath Services (CSTA) Reference for Ericsson MD110 for details of new CallPath supported telephone system features Compatibility CallPath Enterprise Option and Server Version 2.1 are compatible with: o IBM SwitchServer/2 Version 2.1 and previous versions of SwitchServer/2 Version 1.2.4 through Version 1.2.6. Refer to Software Announcement 297-129, dated May 6, 1997, for more information about SwitchServer/2 Version 2.1. o IBM CallPath CallCoordinator/2, CallCoordinator Server and CallCoordinator Archive for V2.1 o IBM CallPath CallCoordinator for Windows V1.2 and 1.3 o CallPath HAT Facility and DDE CallCoordinator compatibility with CallPath Enterprise Option o CallCoordinator/2 HAT Facility files will execute under CallPath Enterprise Option's CallPath HAT Facility, with little or no modifications. o CallCoordinator for Windows' DDE Interface will run with little or no modification, under CallPath DDE o CallCoordinator/2 Server may be replaced by the CallPath Enterprise Server o CallCoordinator/2 Archive may be replaced by the CallPath Reporter. o CallCoordinator/2 and CallCoordinator for Windows may be replaced by the CallPath Enterprise Client, CallPath HAT Facility, CallPath DDE, and optionally, CallPath Workbench CallPath Server and Enterprise Option Version 2.1 are not compatible with the switch dependent code component of CallPath Server Version 1.1.1 through Version 1.2.6. CallPath Server and Enterprise Option V2.1 must operate with the CallPath Switch Connections V2.1. Users of previous versions of CallPath products may receive migration planning assistance as a service offering by contacting Customer Relationship Solutions Sales Team (CRSST) in Gaithersburg, Maryland, telephone 301-240-8854. For questions outside of North America, contact the Computer Aided Telephony Systems (CATS) Marketing Support in Hursley, England, telephone number 44-1962-815553 for more information. Limitations o The CallCoordinator for Windows component of the Enterprise Option program package is not year 2000 compliant. Specifically, the CallCoordinators' "Standard Application" development aid, does not use 4-digit year. All other CallPath Version 2.1 program packages are YR2000 ready. Refer to IBM's Year 2000 web site for more information on the status of this component's year 2000 Readiness: http://www.ibm.com/year2000 o Telephone System Connectivity - CallPath Server for Windows NT and AIX does not support direct connection to Siemens 9751 CBX telephone systems (Release 9005 and 9006). Connection via a remote IBM SwitchServer/2 product is required. - CallPath Server for Windows NT does not support Lucent Technologies DEFINITY Generic 3 via the EXCELLTECH ISDN adapter. Connectivity to this Windows NT Server is possible via any Ethernet adapter. - Connecting to the Lucent Technologies DEFINITY Generic 3 via the EXCELLTECH ISDN adapter requires a Microchannel processor, using CallPath Server for AIX - CallPath Server for Windows NT does not support the Philips SOPHO or Deutsche Telekom octopus telephone systems, as a direct connection. IBM CallPath SwitchServer/2 for these systems can be remotely connected to this Server platform. o CallPath Enterprise Option Server and Client does not exploit any of the new CallPath supported telephone system features enabled by CallPath Switch Connections or CallPath SwitchServer/2 Version 2.1. Performance Considerations For CallPath Version 2.1: Performance depends on the call load for a given time period and other applications running concurrently in the system processor. Refer to the Capacity Planning Guide for CallPath Server. For access to this document, in North America, contact your local IBM representative. For access outside of North America, contact Computer Aided Telephony Marketing Support in Hursley, England, 44-1962-815553. Proof of Entitlement is required for access to this document. The customer is responsible for the planning and installation of CallPath Server or CallPath Enterprise Option. In order to take advantage of these products' functions, the customer must evaluate an appropriate application solution based on the specific environment and business needs. For more information on available CallPath solutions, see the IBM computer telephony home page at the following Internet address: http://www.networking.ibm.com/callpath Refer to the Internet Solutions Catalog. To assist customers in North America, contact the Customer Relationship Solutions Sales Team (CRSST), at 301-240-8854, and outside of North America, the Computer Aided Telephony Marketing Support in Hursley, England, at 44-1962-815553. IBM CallPath Business Partners can offer application development, integration, and consulting services based on the CallPath family product line. To complement IBM's CallPath family of products, IBM Business Partners will provide integrated voice processing applications. Customer Responsibilities: The customer is responsible for acquiring a telephone system that is supported by CallPath V2.1 or CallPath SwitchServer/2. To assist customers in planning for CallPath V2.1, the following tables are provided. The first shows the telephone system software version supported by the CallPath products. All connections are a single box solution, unless the IBM CallPath SwitchServer/2 (SS/2) is required. This then becomes a remote processor to the CallPath Enterprise Server or the CallPath Server processor. All telephone systems supplied by IBM offer a remote SwitchServer/2 version. Telephone Systems Connectivity Matrix to CallPath Products .-----------+------+------+------+----------+------+--------. | | CP | CP | CP | CP Enterp| CP |CallPath| |Telephone | Svr/2| Svr/ | Svr/ |Opt1 Opt2| AS/ |CICS/MVS| | System | | 6000 | NT | | 400 | | |-----------+------+------+------+-----+----+------+--------| |Lucent G3 | E,I | E,I# | E | Y | Y | SS/2 | SS/2 | | R5 | | | | | | | | |-----------+------+------+------+-----+----+------+--------| |NortelML4/ | E,X | E,X | E,X | Y | Y | | | | ML5 | | | | | | SS/2 | SS/2 | | REL 19-22 | | | | | | | | |-----------+------+------+------+-----+----+------+--------| |Nortel | X | X | X | Y | Y | SS/2 | SS/2 | | DMS100 | | | | | | | | | BCS 33-36 | | | | | | | | |-----------+------+------+------+-----+----+------+--------| |Siemens | A | SS/2 | SS/2 | Y | Y | SS/2 | SS/2 | | 9751 | | | | | | | | | 9005.1.73 | | | | | | | | |-----------+------+------+------+-----+----+------+--------| |Siemens | A | SS/2 | SS/2 | Y | Y | SS/2 | SS/2 | | 9751 | | | | | | | | | 9006.3 | | | | | | | | |-----------+------+------+------+-----+----+------+--------| |*Alcatel | E | E | E | N | Y | SS/2 | SS/2 | | 4400 | | | | | | | | |-----------+------+------+------+-----+----+------+--------| |*Eric. | E | E | E | N | Y | SS/2 | SS/2 | | ACP1000 | | | | | | | | |-----------+------+------+------+-----+----+------+--------| |*Eric. | E | E | E | N | Y | SS/2 | SS/2 | | MD110 | | | | | | | | | ApplLink | | | | | | | | | V3 | | | | | | | | |-----------+------+------+------+-----+----+------+--------| |*MitelSX- | E | E | E | N | Y | SS/2 | SS/2 | | 2000 | | | | | | | | |-----------+------+------+------+-----+----+------+--------| |*Philips- | I | I | SS/2 | N | Y | SS/2 | SS/2 | | SOPHO | | | | | | | | | iS3000 | | | | | | | | |-----------+------+------+------+-----+----+------+--------| |*DT | I | I | SS/2 | N | Y | SS/2 | SS/2 | | octopus | | | | | | | | | 180i/M/ | | | | | | | | | M26/S | | | | | | | | '-----------+------+------+------+-----+----+------+--------' Notes: 1. Local connection via adapter cards: E=Ethernet, I=ISDN, I#=Microchannel processor required, X=X.25, A=ARTIC 2. CP Enterprise Option for OS/2,AIX, and Windows NT includes CallCoordinator 3. SS/2 = Only CallPath SwitchServer/2 connection. All CP APIs can connect remotely via SS/2, if required 4. Y=Supported by product; N=Not Supported by product 5. * = CSTA switch 6. DT = Deustche Telekom 7. Opt1 = Option 1 containing CallPath Enterprise Server and Client, CallPath HAT Facility, and CallPath DDE 8. Opt2 = Option 2 containing CallPath CallCoordinator Products, including support for Windows 3.11 The second table shows the Enterprise Option -- Option 1 Functions versus telephone system and operating system platform. Enterprise Option 1 Functions Versus Telephone Systems .--------------+-------+-------+-------+-------+-------. | | ROLM | ROLM | Lucent| NORTEL|NORTEL | | Functions | 9005 | 9006 | G3 | SL/1 |DMS100 | |--------------|-------+-------+-------+-------+-------| | CallPath | | | | | | | Intelligent | | | | | | | Routing | | X** | X | X | | |--------------+-------+-------+-------+-------+-------| | CallPath | | | | | | | Load Balance | | | | | | | IVR Based | X | X | X | X | X | | Redirect | | X | X | X | X | |--------------+-------+-------+-------+-------+-------| | CallPath | | | | | | | Reporter | | X | X | X | X | |--------------+-------+-------+-------+-------+-------| | CallPath | | | | | | | Skills Based | | | | | | | Routing | X | X | X | X | X | |--------------+-------+-------+-------+-------+-------| | CallPath | | | | | | | Dialer | | | | | | | Preview | X | X | X | X | X | | Power | | | X | X | | |--------------+-------+-------+-------+-------+-------| | CallPath | | | | | | | WorkBench | X | X | X | X | X | |--------------+-------+-------+-------+-------+-------| | CallPath | | | | | | | Monitor | | X | X | X | X | |--------------+-------+-------+-------+-------+-------| | CallPath | | | | | | | VRU Connectn | X | X | X | X | X | '--------------+-------+-------+-------+-------+-------' Notes: 1. ( ) -- Omissions indicate no support in this announcement. Contact your IBM representative for further information. 2. ** -- limited function on this telephone system Enterprise Option 1 Functions/Platform Support .-------------+-------+-------+------+-------+-------+-------. | | | AIX | | | | | |Enterprise | OS/2 | 4.1.4 |SCO |Windows|Windows|Windows| |Functions | WARP | 4.2 |UNIX | 3.11 | NT | 95 | |-------------+-------+-------+------+-------+-------+-------| |CallPath | | | | | | | |Enterprise | | | | | | | |Server | X | X | NA | NA | X(3) | NA | |-------------+-------+-------+------+-------+-------+-------| |Enterprise | | | | | | | |Configurator | X | X | NA | NA | X | X | |-------------+-------+-------+------+-------+-------+-------| |CallPath | | | | | | | |Enterprise | | | | | | | |Client | X | X | X **| X **| X | X | |-------------+-------+-------+------+-------+-------+-------| |CallPath | | | | | | | |HAT Facility | X | NA | NA | (1) | X | X | |-------------+-------+-------+------+-------+-------+-------| |CallPath | | | | | | | |DDE | X | NA | NA | (1) | X | X | |-------------+-------+-------+------+-------+-------+-------| |CallPath | | | | | | | |Reporter | X | | NA | NA | | | '-------------+-------+-------+------+-------+-------+-------' Enterprise Option 1 Functions/Platform Support Continued .-------------+-------+-------+------+-------+-------+-------. | | | AIX | | | | | |Enterprise | OS/2 | 4.1.4 |SCO |Windows|Windows|Windows| |Functions | WARP | 4.2 |UNIX | 3.11 | NT | 95 | |-------------+-------+-------+------+-------+-------+-------| |CallPath | | | | | | | |WorkBench | X | | NA | NA | X | X | |-------------+-------+-------+------+-------+-------+-------| |CallPath | | | | | | | |Intelligent | | | | | | | |Routing | | | | | | | |-------------| | | | | | | | Server | X | X | | NA | (2) | | | Component | | | | | | | |-------------+-------+-------+------+-------+-------+-------| | Configurator| X | | | NA | X | X | |-------------+-------+-------+------+-------+-------+-------| |CallPath | | | | | | | |ILB | X | X | NA | NA | X(3) | NA | |-------------+-------+-------+------+-------+-------+-------| |CallPath | | | | | | | |Skills Based | | | | | | | |Routing | X | X | NA | NA | X(3) | NA | |-------------+-------+-------+------+-------+-------+-------| |CallPath | | | | | | | |Monitor | X | | | | X | X | |-------------+-------+-------+------+-------+-------+-------| |CallPath | | | | | | | |Dialer | X | X | NA | NA | X(3) | NA | |-------------+-------+-------+------+-------+-------+-------| |Enterprise | | | | | | | |SDK | X | X | | X** | X | X | |-------------+-------+-------+------+-------+-------+-------| |Enterprise | | | | | | | |REXX Interfac| X | NA | NA | NA | NA | NA | |-------------+-------+-------+------+-------+-------+-------| |Enterprise | | | | | | | |Daemon SDK | X | X | NA | NA | X(3) | NA | |-------------+-------+-------+------+-------+-------+-------| |Enterprise | | | | | | | |Visual Basic | | | | | | | |Interface | NA | NA | NA | X **| | X ** | '-------------+-------+-------+------+-------+-------+-------' Notes: o ( ) -- Omissions indicate no support in this announcement. Contact your IBM representative for further information. o (NA)- Not Applicable o ** -- limited function denotes subset of Enterprise Server APIs o (1) -- provided by CallCoordinator for Windows o (2) -- Users with an Windows NT Enterprise Server can connect to a remote OS/2 or AIX system, where IR Server is running o (3) -- General Availability Planned for September 26, 1997 .--------------+-------+-------+------------. | VRU | DT/2 |DT/6000| InterVoice | | Functions | | | | |--------------+-------+-------+------------| | VRU Connect. | X | X | X(OS/2) | '--------------+-------+-------+------------' Packaging Customers ordering CallPath Enterprise Option or CallPath Server Version 2.1 will receive: o Two CD-ROMs, containing the IBM International Program Agreement (IPLA), License Information Sheet, IPLA Pointer Sheet, all program product code (encrypted), all publications and SupportLine Information. o Key(s) card with decryption key(s), for CallPath Enterprise Option and/or CallPath Server o Proof of Entitlement Card o Registration Card o IBM Service and Support Card Note: Customers ordering any other program package(s), will receive the appropriate decryption key, plus Proof of Entitlement, Registration Card, and IBM Service and Support Card. Security, Auditability, and Control CallPath V2.1 uses the security and auditability features of the operating system platform that it is running on: o OS/2 Warp Version 3 or higher o RS/6000 and the AIX Version 4 o Microsoft Windows NT operating system Version 3.51 or 4.0 User management is responsible for evaluation, selection, and implementation of security features, administrative procedures, and appropriate controls in application systems and communication facilities. ORDERING INFORMATION Some changes have been made to the terminology used for IBM software. These changes do not affect terms and conditions, charges, or ordering processes. Key elements are: o License: The license shows rights and obligations that complement copyright protection provided by law, and applies to all use of IBM software. o Charging: IBM software is charged according to the number of Use Authorizations acquired. Definition of this Use and its associated charges for a given product are stated in the product announcement. Use Authorizations come with the Program Package or are available separately, and may be for users or resources. They are reflected as Proofs of Entitlement (PoE), provided by IBM. Use Authorizations continue to be available for some products in use-packs of 1, 5, 10, 50, 100, 200, 500. o Supply of Code: The software program itself will be available on CD-ROM. This supply is accompanied by a Use Authorization. The following highlights the key changes. Previous Terminology New Terminology Program Package Program Package Additional License Use Authorization for the right to copy and use the program, (for example, a PoE for "1 Server Install") Use Based Feature Use Authorization for Users or Resources, (for example, a PoE for "5 Concurrent Users" or "10 Connected Ports") Tips for Ordering CallPath V2.1 o All telephone system connection code for local attachment to the CallPath Enterprise Server or CallPath Server is included in the program package, CallPath Switch Connections. The product license authorizes use of one telephone system connection. The customer can select the desired connection. A Use Authorization is required for each telephone system link of the same system. If a different telephone system is required, a new program package license must be obtained for this new telephone system, (that is, Lucent G3 and Ericsson MD110 would require two program package licenses.) o When ordering the CallPath Enterprise Option program package, the CallPath Server will be included in the package shipped. o For all program packages operable on multiple operating systems, the program package includes all environments. o The CallPath V2.1 CD-ROM, contains all eleven program products. If ordering CallPath Server or CallPath Enterprise Option, the CD-ROM will be shipped with two unique decryption keys. Only the unique decryption keys will be shipped when any of the other program packages are ordered. o The CallPath Developers Toolkit includes the Enterprise SDK. The Toolkit is not encrypted and is included on the CD-ROM containing the CallPath Version 2.1 media and documentation. Orders for new licenses will be accepted now. Shipments will begin on the planned availability date. To order these programs for order type, specify the order type number, feature number, part number, program name, media and quantity. Program Package: Program supply (for example, CD's, electronic programs) documentation and PoE. Note: CallPath Version 2.1 consists of the following components: o Server -- CallPath Server or CallPath Enterprise Option(includes CallPath Server) program Authorization to use Server program -- User Authorization (that is, 1,5,10,50,100,200,500) o Switch Interface -- CallPath Switch Connections program -- one or more local switch connections o Options -- call management applications and solution enablers -- Requires Enterprise Option program, such as Intelligent Routing, Skills Based Routing - Authorization to use call management applications and solution enabler program -- User Authorization (that is, 1,5,10,50,100,200,500) Notes: o To determine the number of use authorization required, each agent using the application should be counted in the "Use Authorization" count. VRU ports should be counted as "virtual agents", thus each port counts as one user. In the example of how to count users for CallPath Intelligent Load Balancing, the use count should equal the total of the number of call center agents between the multiple call centers using the Intelligent Load Balancing program. o All IBM supplied CallPath switch interfaces can connect via local connection or remote connection, via IBM CallPath SwitchServer/2, except for NEC 2400 ICS Series. This telephone system allows connection via SwitchServer/2 only. o See the IBM Computer Telephony home page, for access information on the CallPath Java Telephony Toolkit. http://www.networking.ibm.com/callpath Order Type Feature Part Program Name Number Number Number CallPath Server V2.1 -- 5801-AAR 2364 4230002 OS/2,AIX,NT CallPath Switch Connections 5801-AAR 2365 4230003 CallPath Enterprise Option 5801-AAR 1995 4230054 V2.1 CallPath Workbench 5801-AAR 2366 4230004 CallPath Dialer 5801-AAR 2367 4230005 CallPath Skills-Based Routing 5801-AAR 2368 4230006 CallPath Intelligent Load 5801-AAR 2369 4230007 Balancing CallPath Intelligent Routing 5801-AAR 2370 4230008 CallPath Reporter 5801-AAR 2371 4230009 CallPath Monitor 5801-AAR 2372 4230010 CallPath VRU Connections 5801-AAR 1994 4230053 Use Authorization for the Right to Copy and use the Program -- Non-Software Advantage: Authorization to copy and use the Program Package supply and documentation. Order Type Feature Part Definition Program Name Number Number Number of Use CallPath Switch 5802-AAR 1894 4230020 Copy & Use Connect. Use Program Authorization Use Authorization for the Right to Copy and use the Program -- Software Advantage: Authorization to copy and use the Program Package supply and documentation. Proof of Entitlement will be provided monthly as a report. Order Type Feature Part Definition Program Name Number Number Number of Use CallPath Switch 5802-AAR 4001 4230078 Copy & Use Connect. Use Program Authorization for Software Advantage User or Resource Authorization -- Non-Software Advantage: Authorization for a User of the Program or Authorization for a Resource to be used or managed by the Program. Order Type Feature Part Definition Program Name Number Number Number of Use CallPath Server 5807-AAR 0921 4230011 Registered User Authorization User 1 Pack CallPath Server 5807-AAR 0922 4230012 Registered User Authorization User 5 Pack CallPath Server 5807-AAR 0923 4230013 Registered User Authorization User 10 Pack CallPath Server 5807-AAR 0924 4230014 Registered User Authorization User 50 Pack CallPath Server 5807-AAR 0925 4230015 Registered User Authorization User 100 Pack CallPath Server 5807-AAR 0926 4230016 Registered User Authorization User 200 Pack Order Type Feature Part Definition Program Name Number Number Number of Use CallPath Server 5807-AAR 0927 4230017 Registered User Authorization User 500 Pack CallPath Enterp. 5807-AAR 0491 4230101 Registered Opt User Author- User ization 1 Pack CallPath Enterp. 5807-AAR 0492 4230102 Registered Opt User Author- User ization 5 Pack CallPath Enterp. 5807-AAR 0493 4230103 Registered Opt User Author- User ization 10 Pack CallPath Enterp. 5807-AAR 0494 4230104 Registered Opt User Author- User ization 50 Pack CallPath Enterp. 5807-AAR 0495 4230105 Registered Opt User Author- User ization 100 Pack CallPath Enterp. 5807-AAR 0496 4230106 Registered Opt User Author- User ization 200 Pack CallPath Enterp. 5807-AAR 0497 4230107 Registered Opt User Author- User ization 500 Pack CallPath Work- 5807-AAR 1041 4230108 Registered bench User User Authorization 1 Pack CallPath Work- 5807-AAR 1042 4230109 Registered bench User User Authorization 5 Pack CallPath Work- 5807-AAR 1043 4230110 Registered bench User User Authorization 10 Pack CallPath Work- 5807-AAR 1044 4230111 Registered bench User User Authorization 50 Pack CallPath Work- 5807-AAR 1045 4230112 Registered bench User User Authorization 100 Pack CallPath Work- 5807-AAR 1046 4230113 Registered bench User User Authorization 200 Pack CallPath Work- 5807-AAR 1047 4230114 Registered bench User User Authorization 500 Pack CallPath Dialer 5807-AAR 0877 4306511 Registered User Authori- User zation 1 Pack CallPath Dialer 5807-AAR 0878 306512 Registered User Authori- User zation 5 Pack CallPath Dialer 5807-AAR 0879 4306513 Registered User Authori- User zation 10 Pack Order Type Feature Part Definition Program Name Number Number Number of Use CallPath Dialer 5807-AAR 0880 4306514 Registered User Authori- User zation 50 Pack CallPath Dialer 5807-AAR 0881 4306515 Registered User Authori- User zation 100 Pack CallPath Dialer 5807-AAR 0882 4306516 Registered User Authori- User zation 200 Pack CallPath Dialer 5807-AAR 0883 4306517 Registered User Authori- User zation 500 Pack CallPath Skill- 5807-AAR 0652 4306518 Registered Based Routing, User User Authoriz. 1 Pack CallPath Skill- 5807-AAR 0653 4306519 Registered Based Routing, User User Authoriz. 5 Pack CallPath Skill- 5807-AAR 0654 4306520 Registered Based Routing, User User Authoriz. 10 Pack CallPath Skill- 5807-AAR 0655 4306521 Registered Based Routing, User User Authoriz. 50 Pack CallPath Skill- 5807-AAR 0656 4306522 Registered Based Routing, User User Authoriz. 100 Pack CallPath Skill- 5807-AAR 0657 4306523 Registered Based Routing, User User Authoriz. 200 Pack CallPath Skill- 5807-AAR 0658 4306524 Registered Based Routing, User User Authoriz. 500 Pack CallPath 5807-AAR 0765 4230115 Registered Intelligent Load Balancing User User Authori- zation 1 Pack CallPath 5807-AAR 0766 4230116 Registered Intelligent User Load Balancing User Authori- zation 5 Pack CallPath 5807-AAR 0767 4230117 Registered Intelligent User Load Balancing, User Authori- zation 10 Pack CallPath 5807-AAR 0768 4230118 Registered Intelligent User Load Balancing, User Authori- zation 50 Pack CallPath 5807-AAR 0769 4230119 Registered Intelligent User Load Balancing User Authori- zation 100 Pack Order Type Feature Part Definition Program Name Number Number Number of Use CallPath 5807-AAR 0770 4230120 Registered Intelligent Load Balancing User User Authori- zation 200 Pack CallPath 5807-AAR 0771 4230121 Registered Intelligent Load Balancing, User User Authori- zation 500 Pack CallPath 5807-AAR 0900 4230122 Registered Intelligent User Routing, User Authorization 1 Pack CallPath 5807-AAR 0901 4230123 Registered Intelligent User Routing, User Authorization 5 Pack CallPath 5807-AAR 0902 4230124 Registered Intelligent User Routing, User Authorization 10 Pack CallPath 5807-AAR 0903 4230125 Registered Intelligent User Routing, User Authorization 50 Pack CallPath 5807-AAR 0904 4230126 Registered Intelligent User Routing, User Authorization 100 Pack CallPath 5807-AAR 0905 4306541 Registered Intelligent User Routing, User Authorization 200 Pack CallPath 5807-AAR 0906 4230127 Registered Intelligent User Routing, User Authorization 500 Pack CallPath 5807-AAR 0744 4230128 Registered Reporter User User Authori- zation 1 Pack CallPath 5807-AAR 0745 4230129 Registered Reporter User User Authori- zation 5 Pack CallPath 5807-AAR 0746 4230130 Registered Reporter User User Authori- zation 10 Pack CallPath 5807-AAR 0747 4230131 Registered Reporter User User Authori- zation 50 Pack CallPath 5807-AAR 0748 4230132 Registered Reporter User User Authori- zation 100 Pack Order Type Feature Part Definition Program Name Number Number Number of Use CallPath 5807-AAR 0749 4230133 Registered Reporter User User Authori- zation 200 Pack CallPath 5807-AAR 0750 4230134 Registered Reporter User User Authori- zation 500 Pack CallPath Monitor 5807-AAR 0721 4230135 Registered User Authori- User zation 1 Pack CallPath Monitor 5807-AAR 0722 4230136 Registered User Authori- User zation 5 Pack CallPath Monitor 5807-AAR 0723 4230137 Registered User Authori- User zation 10 Pack CallPath Monitor 5807-AAR 0724 4230138 Registered User Authori- User zation 50 Pack CallPath Monitor 5807-AAR 0725 4230139 Registered User Authori- User zation 100 Pack CallPath Monitor 5807-AAR 0726 4230140 Registered User Authori- zation 200 Pack User CallPath Monitor 5807-AAR 0727 4230141 Registered User Authori- User zation 500 Pack CallPath VRU 5807-AAR 1112 4230142 Registered Connection User User Authori- zation 1 Pack CallPath VRU 5807-AAR 1113 4230143 Registered Connection User User Authori- zation 5 Pack CallPath VRU 5807-AAR 1114 4230144 Registered Connection User User Authori- zation 10 Pack CallPath VRU 5807-AAR 1115 4230145 Registered Connection User User Authori- zation 50 Pack CallPath VRU 5807-AAR 1116 4230146 Registered Connection User User Authori- zation 100 Pack CallPath VRU 5807-AAR 1117 4230147 Registered Connection User User Authori- zation 200 Pack CallPath VRU 5807-AAR 1118 4230148 Registered Connection User User Authori- zation 500 Pack User or Resource Authorization -- Software Advantage: Order Type Part Definition Program Name Number Number of Use CallPath Server, User 5807-AAR 4230018 Registered Authorization -- 1 User User for Software Advantage CallPath Enterprise 5807-AAR 4306502 Registered Option, User User Authorization -- 1 Pack for Software Advantage CallPath Workbench 5807-AAR 4306503 Registered User Authorization 1Pack User for Software Advantage CallPath Dialer, User 5807-AAR 4306504 Registered Authorization -- 1 Pack User for Software Advantage CallPath Skills-Based 5807-AAR 4306505 Registered Routing, User User Authorization -- 1 User for Software Advantage CallPath Intelligent 5807-AAR 4306506 Registered Load Balancing, User User Authorization -- 1 User for Software Advantage CallPath Intelligent 580l-AAR 4306507 Registered Routing, User User Authorization -- 1 User for Software Advantage CallPath Reporter 5807-AAR 4306508 Registered User Authorization,1 User User for Software Advantage CallPath Monitor 5807-AAR 4306509 Registered User Authorization,1 User User for Software Advantage CallPath VRU Connections 5807-AAR 4306510 Registered User Authorization,1 User User for Software Advantage Program Package Upgrade: Program supply, for example, diskettes, CD's, electronic programs, with documentation and PoE. Program Package Upgrade Ordering Notes for CallPath Version 2.1 o Upgrades to CallPath Version 2.1, including CallPath Server V2.1, CallPath Enterprise Option V2.1, and CallPath Switch Connections V2.1, are available from any previous versions of the IBM CallPath product, as follows: - Upgrades to IBM CallPath Enterprise Option V2.1 from any previous version of IBM CallPath Server/2 and CallPath Server/6000 - Upgrades to IBM CallPath Enterprise Option V2.1 from any previous version of IBM CallCoordinator/2 Server and CallCoordinator/2 Archive products - Upgrades to IBM CallPath Enterprise Option V2.1 from any previous version of IBM CallCoordinator/2 and IBM CallCoordinator for Windows workstation products - Upgrades to IBM CallPath Server V2.1 from any previous version of IBM CallPath Server/2 and CallPath Server/6000 - Upgrades to IBM CallPath Switch Connections V2.1 from any previous version of IBM CallPath SwitchServer/2, and CallPath Server/2 or CallPath Server/6000 switch interface code - Upgrades to IBM CallPath Enterprise Option V2.1 from IBM CallPath Server V2.1 o CallPath Server V2.1 may upgrade to CallPath Enterprise Option V2.1 o The CallPath Version 2.1 Upgrade Program Packages includes authorization for one user. o When upgrading from the user-based products, CallPath Server/2 and CallPath Server/6000, the customer is authorized to acquire the equivalent number of users, using the User Authorization for Upgrade -- Packs. Order the appropriate Pack size(s) to equal the number of previously authorized users for the product being upgraded. (See order type 5808-AAR) o New and additional users must be acquired at the full price using the User Authorization feature numbers for 1, 5, 10, 50, 100, 200, 500 pack (see order type 5807-AAR). Order Type Feature Part Program Name Number Number Number CallPath Server V2.1 5803-AAR 1200 4230028 Program Package Upgrade from any CallPath Server/2 or Server/6000 CallPath Switch Connections 5803-AAR 1201 4230029 Program Package Upgrade from CallPath SwitchServer/ 2 and CallPath Server/2 or Server/6000 switch interface code CallPath Enterprise Option 5803-AAR 1219 4230065 V2.1 Program Package Upgrade from CallPath Server/2 and Server/6000 CallPath Enterprise Option 5803-AAR 1211 4230057 V2.1 Program Package Upgrade from CallPath Server V2.1 CallPath Enterprise Option 5803-AAR 1212 4230058 V2.1 Program Package Upgrade from CallCoordinator/2 Server and CallCoordinator/2 Archive Products CallPath Enterprise Option 5803-AAR 1213 4230059 V2.1 Program Package Upgrade from CallCoordinator/2 and CallCoordinator for Windows Workstation products Use Authorization for Upgrade -- Non-Software Advantage: Authorization to copy and use the Program Package supply and documentation acquired as an upgrade. Order Type Feature Part Definition Program Name Number Number Number of Use CallPath Switch 5804-AAR 0705 4230031 Copy & Use Connect. Use Program Authorization for Upgrade Use Authorization for Upgrade -- Software Advantage: Authorization to copy and use the Program Package supply and documentation acquired as an upgrade. Proof of Entitlement will be provided monthly as a report. Order Type Part Definition Program Name Number Number of Use CallPath Switch Connect. 5804-AAR 4230089 Copy & Use Use Authorization Program for Upgrade for Software Advantage User or Resource Authorization for Upgrade -- Non-Software Advantage: Authorization for a User of the Program or Authorization for a Resource to be used or managed by the Program acquired as an upgrade. Order Type Feature Part Definition Program Name Number Number Number of Use CallPath Server 5808-AAR 0140 4230032 Registered User Authorization User for Upgrade -- 1 Pack CallPath Enterprise 5808-AAR 0141 4230033 Registered Option User User Authorization for Upgrade -- 1 Pack CallPath Enterprise 5808-AAR 0144 4230036 Registered Option User User Authorization for Upgrade -- 200 Pack CallPath Enterprise 5808-AAR 0145 4230037 Registered Option User User Authorization for Upgrade -- 500 Pack User or Resource Authorization for Upgrade -- Software Advantage: Order Type Part Definition Program Name Number Number of Use CallPath Server 5808-AAR 4230099 Registered User Authorization User for Upgrade for Software Advantage -- 1 Pack CallPath Enterprise Option 5808-AAR 4230035 Registered User Authorization User for Upgrade for Software Advantage -- 1 Pack Software Advantage Media Packs and Documentation Packs Part Program Name/Description Number IBM CallPath Version 2.1 Media Pack 4230100 Optionally available media packs and documentation packs are only available through an authorized Software Advantage remarketer. Program Upgrade The program package upgrade option allows currently licensed users of any CallPath Server/2 or Server/6000 or CallCoordinator product to obtain the new function for a program upgrade charge. The program upgrade to CallPath Version 2.1 will be available on June 27, 1997. Orders will be accepted after May 6, 1997. These upgrades will be available through IBM authorized remarketers. The remarketer may require a Proof of Entitlement for each upgrade ordered. Customers can also order upgrades through the local IBM office. End user customers may acquire upgrades up to the number of qualifying programs for which they are currently authorized. Use Authorization for upgrades can be entered through the local IBM office or ordered through an authorized remarketer. TERMS AND CONDITIONS Licensing: IBM International Program License Agreement. Proofs of Entitlement (PoE) are required for all authorized use. Limited Warranty: Yes Program Services: Available until November 27, 1998 Guarantee: 30-day, money-back guarantee Copy and Use on Home/Portable Computer: No Program Transfer: Yes Support Line o Personal Systems o AIX o MS Windows NT Complimentary Introductory Support: Not available for OS/2 and Microsoft Windows NT platforms Length of time: 60 days Must be part of RS/6000 brand system acquired solution with: from IBM Applies to: First installation in customer enterprise Volume Orders: Contact your IBM representative Software Advantage Applies: Yes Software Advantage: Optional Software Advantage Media and Documentation packs are only available through an authorized Software Advantage remarketer and do aggregate for Software Advantage credit but are not eligible for Software Advantage discounting. Upgrades: Customers may acquire upgrades up to the quantity of the qualifying programs licensed to them. Upgrade Protection Applies: No Entitled Upgrade for Current Upgrade Protection Licensees: No Variable Charges Apply: No Educational Allowance Available: Yes, to qualified education customers. CHARGES Contact your IBM representative for charges information for this announcement. CALL NOW TO ORDER To order, contact IBM North America Sales Call Center, your local IBM representative, or your IBM Business Partner (TM). IBM North America Sales Call Center, our national direct marketing organization, can also arrange to put your name on the mailing list for catalogs of IBM products. Phone: 800-IBM-CALL Fax: 800-2IBM-FAX Internet: ibm_direct@vnet.ibm.com Mail: IBM North America Call Sales Center Dept. YE005 P.O. Box 16848 Atlanta, GA 30321-0848 Reference: YE005 To identify your local IBM Business Partner or IBM representative, call 800-IBM-4YOU. Note: Shipments will begin after the planned availability date. Trademarks CallCoordinator, CallCoordinator/2, RS/6000, CallPath SwitchServer/2, SwitchServer/2, CallPath CICS/MVS, and Business Partner are trademarks of International Business Machines Corporation in the United States or other countries or both. CallPath, OS/2, AIX, SP2, PowerPC, CICS, MVS, AS/400, and CICS/MVS are registered trademarks of International Business Machines Corporation in the United States or other countries or both. Intel is a registered trademark of Intel Corporation. Windows and Microsoft are registered trademarks of Microsoft Corporation. Java is a trademark of Sun Microsystems, Inc. UNIX is a registered trademark in the United States and other countries exclusively through X/Open Company Limited. Other company, product, and service names may be trademarks or service marks of others. .