What types of APIs does CallFlow expose?

CallFlow does not expose any REST or SOAP APIs. Integration is primarily achieved through CICS transaction invocations and data exchange via VSAM files or DB2 databases. Supported programming languages include COBOL and Assembler, which are used to develop CICS applications.

How is CallFlow architected?

The architecture is based on CICS transactions. The Call Routing Engine, Agent Management Module, and Data Recording Subsystem are the main components. Communication occurs through CICS internal messaging and data exchange via VSAM files and DB2 databases.

What databases or storage mechanisms are used?

CallFlow uses VSAM files for storing call data and configuration information. For more complex data management, DB2 databases are used. These storage mechanisms are accessed through CICS transactions and associated data access routines.

What are the network requirements?

CallFlow relies on CICS for its operational environment. Network requirements are dictated by CICS and the underlying z/OS system. Specific ports used are determined by CICS configuration, and there is no direct network exposure from CallFlow itself.

What business value did CallFlow provide?

CallFlow provided call routing, agent management, and call data recording capabilities within a CICS environment. It enabled call centers to manage call flow and agent interactions efficiently. The system was designed to handle a large volume of calls.

What were the primary use cases for CallFlow?

CallFlow's primary use case was in call centers, where it managed call routing, agent availability, and call data recording. It was designed to integrate with existing telephony systems and provide a robust platform for call center operations.

What were the key benefits of using CallFlow?

CallFlow's value proposition included efficient call handling, improved agent productivity, and detailed call data analysis. It aimed to optimize call center operations and provide insights into call patterns and agent performance.

How did CallFlow integrate with existing infrastructure?

CallFlow's integration with CICS and z/OS provided a stable and scalable platform for call center operations. It leveraged the reliability and performance of the mainframe environment to handle high call volumes and ensure system availability.

What authentication methods are supported?

CallFlow supports authentication through CICS security features, which can include RACF or other security managers integrated with z/OS. Access control is managed through CICS transaction security and resource-level permissions.

What access control model is used?

Access control in CallFlow is primarily managed through CICS transaction security and resource-level permissions. This allows administrators to control which users can access specific functions and data within the system.

What encryption is used and where?

Encryption is handled at the z/OS and CICS levels. CallFlow itself does not provide specific encryption features. Data security relies on the underlying security mechanisms provided by the mainframe environment.

What audit/logging capabilities exist?

Auditing and logging are provided through CICS facilities. CallFlow leverages CICS transaction logging to record system events and user actions. These logs can be used for security audits and troubleshooting.

What administrative interfaces are available?

Administrative interfaces are limited to CICS transaction commands and system console operations. There is no GUI or web console available. Configuration is managed through CICS resource definitions and control files.

How is user management handled?

User management is handled through CICS security features, such as RACF or other security managers integrated with z/OS. User access is controlled via CICS transaction security and resource-level permissions.

What are the main configuration parameters?

Main configuration parameters are defined within CICS resource definitions and CallFlow control files. These parameters control call routing, agent behavior, and data recording settings. Configuration changes require CICS system administration.

What monitoring/logging capabilities exist?

Monitoring and logging are provided through CICS facilities. CICS transaction logs capture system events and user actions. Performance monitoring relies on CICS monitoring tools and z/OS system monitoring capabilities.

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CallFlow

Name: CallFlow
Availability: InStock

IBM Not Supported z/OS

Application - Other

Vendor

IBM

Product Overview

The architecture of CallFlow is centered around CICS transactions. The main components include the Call Routing Engine, Agent Management Module, and Data Recording Subsystem. These components communicate via CICS internal messaging and data exchange through VSAM files and DB2 databases.

The Call Routing Engine handles call routing logic based on predefined rules. The Agent Management Module manages agent status and availability. The Data Recording Subsystem captures call data for reporting and analysis.

Configuration is managed through CICS resource definitions and CallFlow control files. Security is provided by CICS, including authentication via RACF. The system does not expose any REST or SOAP APIs.

For a modern architecture, consider Genesys Cloud CX, which offers a cloud-based, scalable solution with comprehensive APIs.

Frequently Asked Questions

What is CallFlow?

CallFlow is a CICS-based call center application designed for z/OS environments. It provides features for call routing, agent management, and call data recording. The application was first released in 1994.

What are the main components of CallFlow?

The main system components include the Call Routing Engine, Agent Management Module, and Data Recording Subsystem. These components communicate via CICS transactions and internal messaging. Data is stored using VSAM files and DB2 databases.

What are the common operations performed in CallFlow?

Common operations include call routing configuration, agent status management, and call data retrieval. These operations are typically performed through CICS transactions and associated commands. Configuration is managed through CICS resource definitions and specific CallFlow control files.

What interfaces are available for administration?

CallFlow's primary interface is through CICS transactions. There is no GUI or web console. User management is handled through CICS security features, and configuration parameters are set within CICS resource definitions and CallFlow control files.

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CallFlow

Product Overview

Frequently Asked Questions

What is CallFlow?

What are the main components of CallFlow?

What are the common operations performed in CallFlow?

What interfaces are available for administration?

What types of APIs does CallFlow expose?

How is CallFlow architected?

What databases or storage mechanisms are used?

What are the network requirements?

What business value did CallFlow provide?

What were the primary use cases for CallFlow?

What were the key benefits of using CallFlow?

How did CallFlow integrate with existing infrastructure?

What authentication methods are supported?

What access control model is used?

What encryption is used and where?

What audit/logging capabilities exist?

What administrative interfaces are available?

How is user management handled?

What are the main configuration parameters?

What monitoring/logging capabilities exist?

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