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™
Advanced Call Router
Manual
12/2006 4510-0001-5.1
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WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc. will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use. Although AltiGen Communications, Inc., has designed security features into its products,
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Contents New in Release 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Database Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Call Router DBUpdate Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 To Configure/Run Advanced Call Router . . . . . . . . . . . . . . . . . . . . 3 Advanced Call Router Route R
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Advanced Call Router Manual ii
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Advanced Call Router Advanced Call Router Advanced Call Router is the standard AltiGen Call Router application plus call router service. Advanced Call Router requires the purchase and activation of an Advanced Call Router license. Note: The workgroup to which incoming trunk calls will be routed via Call Router must be assigned to the auto attendant whose Action is set to “Adv - Advanced Call Router,” with Ext Num set to the virtual extension you use to start Call Router. For further inform
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Database Upgrade If Basic Call Router and AltiServ are installed on different machines, you will not be able to upgrade the Basic Call Router’s database to the Advanced Call Router’s database. If you want to re-use routing rule information from Basic Call Router, you should perform a fresh install of Advanced Call Router to the machine running AltiServ. From there, you can use the CRDBUpdate tool to update the Basic Call Router’s database to the Advanced Call Router’s database. After upgrad
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Advanced Call Router 6. After upgrading the database, restart the Advanced Call Router’s service for the changes to take effect. 7. If the Basic Call Router and Advanced Call Router are installed on different machines, you can simply share the Basic Call Router database file for conversion or copy the callrouter.mdb file to the machine running Advanced Call Router for conversion. To Configure/Run Advanced Call Router 1. Launch Call Router from the Windows Start menu. 2. Click the Connect but
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Advanced Call Router Route Rules 4. In the Logon Info window, enter the Server Name that Advanced Call Router will connect to, along with the Default Virtual Extension and Password then click OK. (Optional) Check Auto Start Service to have Advanced Call Router start routing calls automatically, after the system restarts or after Advanced Call Router service has been stopped and restarted. Note: Up to 8 login attempts are allowed, after which login will be disabled from 1 to 24 hours (depend
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Advanced Call Router • Add - opens a Custom Record dialog box, where you can create a new record and build the conditions for the record. • Modify - opens the Customer Record dialog box to modify the record selected in the Record List. • Delete - deletes the record selected in the Record List. • Delete All - deletes all records in the Record List. • The Default Routing button opens a Default Routing Rule dialog box, where you can specify the action for Call Router to take if no match is fou
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Advanced Call Router Route Rules Default Routing Action options: No Action, Goto Top Level, Repeat Current Level, Call to Extension/Workgroup, Call to Operator, Dial by Name, Collect Extension, Directory Service, Record Message (specify target data in accompanying text box), Mailbox Access, Disconnect, System Callback, Collect Digits (specify fields in accompanying Collect Digit dialog box), Other DDR Application (specify target data in accompanying text box), Play WG Queue Status (specif
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Advanced Call Router 3. In the Rule Name field, enter or modify the rule name. 4. Select the data to match against routing rules. • If Caller Info contains—lets you select Call Route Request data to match against the customer record. a) Select “Match one” or “Match all” from the drop-down list. b) Select the items you want. c) Click in the Data column and type to specify the data. To manually specify data for an item, right-click the item, select Input data and enter information in the column.
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Advanced Call Router Route Rules • You can enter “*” as a wildcard character for any length of digits, or “?” for a single digit. For example, if you specify Call ID Data “510252*,” this will match all Caller IDs 510-252-xxxx. If you specify Call ID Data “510252????,” this will match all Caller IDs 510 252-xxxx. • To specify data from an existing database, right-click the item, select From user database, and enter information in the DataSource dialog box. 5. Select a Target action for Call
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Advanced Call Router • Minimum Digits and Maximum Digits to collect • PSTN and Web Timeout values Note: Play WG Queue Status - if you select “Play WG Queue Status,” Advanced Call Router must log on as a workgroup extension with password and Call Router’s virtual extension and password. Specify this workgroup extension in the textbox that appears when you select Play WG Queue Status. (See “Queue Announcements” on page 14.) If you want to apply the “Play WG Queue Status” Target action to sev
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Advanced Call Router Route Rules Call Route Request Data The “Call Router Request” message sent by AltiServ to Call Router contains data about the incoming call, which Call Router attempts to match against your routing rules. Call Route Request data consists of Caller ID, IVR Path, IVR data and DNIS, all collected via real-time monitoring. Note: IVR Path shows the Auto Attendant assignment for the workgroup that receives the call. If the workgroup’s AA assignment is 5, this item shows “0 &
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Advanced Call Router Note: If no match is found between the Call Route Request Data and the routing rules, the call is routed according to the business rules that check monitored workgroups for the longest available agent, maximum service level, and minimum expected delay. Show Workgroup Status To view real-time data on incoming trunks to workgroup, select View > Show Workgroup Status. • The main window box displays the following workgroup fields: ID, Agents, Longest Idle Time, Service Leve
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Advanced Call Router Route Rules Enter the workgroup extension as the WorkGroup ID and password, and enter the virtual extension’s password. In the field for Default Wait Time in Queue, type in the desired minutes. (By default, the Extension ID field is grayed out.) • Delete button—click Delete to remove the selected workgroup from the display. • Change Default Wait Time—click this button to change the default wait time associated with the workgroup queue. Note: The workgroup to which incom
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Advanced Call Router Clearing Advanced Call Router History Data To clear data from the Advanced Call Router History window: 1. Go to the directory “Program Files\AltiGen\Call Router” and locate the Call Router.csv file. 2. Open Call Router.csv and delete all contents. 3. Save and close Call Router.csv. Additional Advanced Call Router Features Building SQL Queries To build an SQL query that Call Router will send to your database, use the CallerId Datasource dialog box. The customer information
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Clearing Advanced Call Router History Data To open the Datasource dialog box, right-click on a data Item you want to specify using information from an existing database. Select From user database: To build a SQL query: 1. Enter User Name and Password information for the database. 2. Enter information for the database you are querying against. For example: DSN - BankAccount Table Name - AccountBalance Matched Field Name - CustomerPhoneNumber Matched Field Data Type - char Note: as you build th
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Advanced Call Router immediately above. 2) Replace the “No Action” level with “Call – to Ext./Workgroup,” and enter the workgroup extension number. For further information on configuring Auto Attendants, see the AltiWare Administration Manual and the AltiAPI Programmer Guide. If your organization has multiple workgroups and you want queue announcement for several or all of them, you must create separate rules for each, with workgroup extension information pertinent to each workgroup. Exampl
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Clearing Advanced Call Router History Data For Sales, you create a rule as shown below. 16 Advanced Call Router Manual
