AltiGen comm Advanced Call RouterTM manual

Advanced Call Router ™ Manual 12/2006 4510-00 01-5.1[...]

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 telecommunication s system that is immune to this type of crimi nal activity. AltiGen Comm unications, Inc. will not accept liability for any damages, including long distance ch[...]

Advanced Call Router Manual i Contents New in Release 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Database Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Call Router DBUp[...]

Advanced Call Router Manual ii[...]

Advanced Call Router Advanced Call Router Manual 1 Advanced Call Router Advanced Call Router is the standard AltiGen Call Router application plu s call router service. A dvanced Call Router requires the purchase and activation of an Advanced Call Router license. Note: The workgroup to which incoming tr unk calls will be routed v ia Call Router must[...]

Database Upgrade 2 Advanced Call Router Manual If Basic Call Router and AltiServ are installed on different machines, you will not be able to upgrade the Basic Call Router’s datab ase to the Advanced Call Router’s database. If you want to re-use rout ing rule inform ation from Basic Call Router, you should perform a fresh install of Advanced Ca[...]

Advanced Call Router Advanced Call Router Manual 3 6. After upgrading the database, restart th e Advanced Call Router’s service for the changes to take effect. 7. If the Basic Call Router and Adva nced Call Router are installed on different machines, you can simply share the Basic Call Router database file for conversion or copy the callrouter.md[...]

Advanced Call Router Route Rules 4 Advanced Call Router Manual 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 , aft e r the system res[...]

Advanced Call Router Advanced Call Router Manual 5 • Add - opens a Custom Record dialog box, where you can create a new record and build the co nditions for the record . • Modify - opens the Customer Record di alog box to modi fy the record selected in the Record List. • Delete - deletes the record selected in the Record Lis t. • Delete All[...]

Advanced Call Router Route Rules 6 Advanced Call Router Manual Default Routing Action options: No Action, Goto Top Leve l, Repeat Current Level, Call to Extension/Workgroup, Call to Operator, Dial by Name, Collect Extension, Dir ectory Service, Record Message (specify target data in accompanying text box), Mailbox Access, Disconnect, Syst em Callba[...]

Advanced Call Router Advanced Call Router Manual 7 3. In the Rule Name field, enter or modify the rule name. 4. Select the data to match agains t rou ting 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) Se[...]

Advanced Call Router Route Rules 8 Advanced Call Router Manual • 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-xxx x. If you specify Call ID Data “510252????,” this will match all Caller IDs 5[...]

Advanced Call Router Advanced Call Router Manual 9 • 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 l og on as a work group extension with password and Call Router’s virtual extension and password. Specify this workgrou[...]

Advanced Call Router Route Rules 10 Advanced Call Router Manual Call Route Re quest Data The “Call Router Request” message sent by AltiServ to Call Router contains data about the incoming call, which Call Router attempt s to match against your routing ru les. Call Route Request data consists of Caller ID, IVR Path, IVR data and DNIS, all co lle[...]

Advanced Call Router Advanced Call Router Manual 11 Note: If no match is foun d between the Call Rout e Request Data and th e routing rules, the call is routed according to the busin ess rules that check monitored workgro ups for the longest available agent, maximum service level, and minimum expected delay. Show Workgroup Status To view real-time [...]

Advanced Call Router Route Rules 12 Advanced Call Router Manual Enter the workgro up extension as the WorkGroup ID and password , and enter the v irtual extension’s password . In the field fo r Default Wait Time in Qu eue , type in the desired minutes. (By default, the Extension ID field is grayed out.) • Delete button—click Delete to remove [...]

Advanced Call Router Advanced Call Router Manual 13 Clearing Advanced Call Router History Data To clear data from the Advance d Cal l Router History window: 1. Go to the directory “Program File sAltiGenCall Router” and locate the Call Router.csv file. 2. Open Call Router.csv and delete all contents. 3. Save and close Call Router.csv . Additio[...]

Clearing Advanced Call Router History Data 14 Advanced Call Router Manual To open the Datasource dialog box, right-cli ck on a data Item you want to specify using inform ation from an existin g database. Select From user database : To build a SQL query: 1. Enter User Name and Password information fo r the dat abase. 2. Enter information for the dat[...]

Advanced Call Router Advanced Call Router Manual 15 immediately above. 2) Replace the “No Actio n” level with “Call – to Ext./Workgroup,” and enter the workgroup extension numb er. For further information on configuring Au to Attendants, see the AltiWare Administration Manual and the AltiAPI Programmer Guide . If your organization has m u[...]

Clearing Advanced Call Router History Data 16 Advanced Call Router Manual For Sales, you create a rule as shown below.[...]

Advanced Call Router Advanced Call Router Manual 17 Similarly, for Support, you create a rule as shown below.[...]

Clearing Advanced Call Router History Data 18 Advanced Call Router Manual In the Monitor window, click Add to log on to Sales, entering both the workgroup extens ion & password and the virtual extension & passw ord you specified in the “Auto Attendant Sales Queue Anno uncement” rule:[...]

Advanced Call Router Advanced Call Router Manual 19 In the Monit or window, cli ck Add to log on to Support, entering both the workgroup extension & password and the virtu al extension & password you specified in the “Auto Attendan t Sales Queue Announcement” rule:[...]

Testing Call Router 20 Advanced Call Router Manual The Monitor window shows th at Call Router is logged on to both workgroups. Calls to each workgroup will be checked against the rules and will trigger a queue announcement if a m atch is fou nd and all agents are busy. Testing Call Rou t er To test the performance of Call Rout er, you can access a [...]

Advanced Call Router Advanced Call Router Manual 21 To test Call Router: 1. With Call Router function stopp ed, go to Test in the Tool drop-down list of the Call Router main menu for the Test dialog box. 2. In the C onfiguration fields, you can input the followin g test parameters: • Number of concurrent calls • Interval between calls • Numbe[...]

Testing Call Router 22 Advanced Call Router Manual The total calls processed and average time per call will be updated i n real-time during the test. You will kn ow how many calls were processed and the average response time per call at that time. 4. After the test has finished, the title of the Test dialog box wil l be shown as “ Test(Stopped) .[...]

Advanced Call Router Advanced Call Router Manual 23 Testing SQL Server Database To test SQL server database access performance of Call Router: 1. Add a database for the SQL server. For example, for a database “calldb” and table name “RTMCALL”, 10,000 records are added to the table. Note: Because the data of DDR request ha s been hard coded,[...]

Testing Call Router 24 Advanced Call Router Manual The “TestSQL” is the newly added da ta source. This data source is connected to the SQL serv er’s “calldb” database. 3. In Call Router, add a rule to access database.[...]

Advanced Call Router Advanced Call Router Manual 25 You can change the rule configuration to fi t you r own conditions. During the test , Call Router will u se this rule to match the DDR request. When using this rule, Call Router will access the SQL server to execute the SQL query.[...]

Testing Call Router 26 Advanced Call Router Manual[...]