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Advanced Call
™
Router
Manual
6/2008 4510-0001-6.0
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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 Previous Release, 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 To Configure/Run Advanced Call Router . . . . . . . . . . . . . . . . . . . . 2 Advanced Call Router Route Rules . . . . . . . . . . . . . . . . . . . . . . . . . 3 Creating Route Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Viewing Advanced Call Router History Men
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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 configure Call Router. For information
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To Configure/Run Advanced Call Router To Configure/Run Advanced Call Router 1. Launch Call Router from the Windows Start menu. 2. Click the Connect button to enter the Call Router Server Name or IP address to connect to, then click OK. To disconnect from this server, click the Disconnect button. 3. Select Operation > Logon Info. 2 Advanced Call Router Manual
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Advanced Call Router 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 (depending on the s
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Advanced Call Router Route Rules • 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
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Advanced Call Router 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 (specify target dat
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Advanced Call Router Route Rules 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
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Advanced Call Router 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 Router to perform when Call Route Request data matches this record. Target action options: No Action, Goto To
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Advanced Call Router Route Rules Note: Play WG Queue Status - if you select “Play WG Queue Status,” Advanced Call Router must log on as a workgroup extension with password (View > Show Workgroup Status > Add) and Call Router’s virtual extension and password. (The virtual extension that Call Router uses does not have to be a member of the workgroup.) Specify this workgroup extension in the textbox that appears when you select Play WG Queue Status. (See “Queue Announcements” on page 13.) If
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Advanced Call Router 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 & 5”; if the A
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Advanced Call Router Route Rules 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,
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Advanced Call Router 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 anticipated wait time associated with the workgroup queue. Note: The workgroup to which incom
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Clearing Advanced Call Router History Data 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
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Advanced Call Router 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 the query, the SQL query
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Additional Advanced Call Router Features requirement to use the same virtual agent extension if you are writing several different queue announcement rules. 2. In MaxAdministrator, you must configure one of the Auto Attendant numbers to which Call Router is assigned to “Advanced Call Router.” 1) Enter the same “Item Name” you use in the rule discussed immediately above. 2) Replace the “No Action” level with “Call – to Ext./Workgroup,” and enter the workgroup extension number. For further in
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Advanced Call Router For Sales, you create a rule as shown below. Advanced Call Router Manual 15
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Additional Advanced Call Router Features Similarly, for Support, you create a rule as shown below. 16 Advanced Call Router Manual
