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Altigen Adv Call Router 6/2008 4510-0001-6.0 manual

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Table of contents for the manual

  • Page 1

    Advanced Call Router ™ Manual 6/2008 4510-000 1-6.0[...]

  • Page 2

    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 telecommuni cat ion s system that is immune to this type of cri minal activity. Alt iGen Comm unications, Inc., will not accept liability for any damages, including long distanc[...]

  • Page 3

    Advanced Call Router Manual i Contents New in Previous Release, 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 To Configure/Run Advanced Call Router . . . . . . . . . . . . . . . . . . . . 2 Advanced Call Router Route Rules . . [...]

  • Page 4

    Advanced Call Router Manual ii[...]

  • Page 5

    Advanced Call Router Advanced Call Router Manual 1 Advanced Call Router Advanced Call Router is the standard AltiGen Call Router application plus call router service. A dvanced Call Router requires the purchase and activation of an Advanced Call Router license. Note: The workgroup to which incom ing tr unk calls w ill be routed via Call Router must[...]

  • Page 6

    To Configure/Run Advanced Call Router 2 Advanced Call Router Manual 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 &g[...]

  • Page 7

    Advanced Call Router Advanced Call Router Manual 3 4. In the Logon Info window, enter the Server Name that Advanced Call Router will connect to, along with the Default Virtua l Extension and Password then click OK . (Optional) C heck Auto Start Service to have Advanced Call Router start routing calls auto matically, after the system restarts or aft[...]

  • Page 8

    Advanced Call Router Route Rules 4 Advanced Call Router Manual • Add - opens a Custom Record di alog box, where you can create a new record and build the c onditions for the record. • Modi fy - opens the Customer Record dialog box to modify the record selected in the Record List. • Delete - deletes the record selected in the Record List. • [...]

  • Page 9

    Advanced Call Router Advanced Call Router Manual 5 Default Routing Action op tions: No Acti on, Goto Top Level , Repeat Current Level, Call to Extension/W ork group, Call to Operator, Dial by Name, Collect Extension, Direct ory Service, Record Message (specify target da ta in accompanying text box), Mailbox Access, Disconnect, Syst em Callback, Col[...]

  • Page 10

    Advanced Call Router Route Rules 6 Advanced Call Router Manual 3. In th e Rule Name field, enter or modify the ru le 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 th e drop-dow[...]

  • Page 11

    Advanced Call Router Advanced Call Router Manual 7 For example, if you specify Call ID Data “51 0252 *,” this will match all Caller IDs 510-25 2-xxxx. If you specify Call ID Data “510252????,” this will match all Caller ID s 510 252-xxxx. • To specify data from an existi ng database, right-cli ck the item , select From user database , and[...]

  • Page 12

    Advanced Call Router Route Rules 8 Advanced Call Router Manual 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 th at Call Router uses d[...]

  • Page 13

    Advanced Call Router Advanced Call Router Manual 9 Call Route Request Data The “Call Router Request” message se nt b y AltiServ to Call Router contains data about the incom ing call, which Call Router attempts to match against your routing rules. Cal l Route Request data consists of Caller ID, IVR Path, IVR d ata and DNIS, all collected via rea[...]

  • Page 14

    Advanced Call Router Route Rules 10 Advanced Call Router Manual 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 mon itored workgroups for the longest ava ilable agent, maximum service lev el, and minimum expected delay. Show Workgroup Status To view [...]

  • Page 15

    Advanced Call Router Advanced Call Router Manual 11 Enter the workgroup extension as the WorkGroup ID and password , and enter the virtual extension’s passw ord . In the field for Default Wait Time in Queue , type in the desired minu tes. (By defau lt, the Extension ID field is grayed out.) • Delete button—click Delete to remove the selected [...]

  • Page 16

    Clearing Advanced Call Router History Data 12 Advanced Call Router Manual Clearing Advanced Call Router History Data To clear data from the Advanced Call Ro uter History window 1. Go to the direct ory “Program FilesAltiGen C all Router” and locate the Call Router.csv file. 2. Open Call Router.csv and delete all contents. 3. Save and close Cal[...]

  • Page 17

    Advanced Call Router Advanced Call Router Manual 13 To open the Datasource dialog bo x, right-click on a data Item you want to specify using information from an existi ng dat abase. Select From user database : To build a SQL query: 1. Enter User Name and Password inform ation for the database. 2. Enter information for the database you are querying [...]

  • Page 18

    Additional Advanced Ca ll Router Featu res 14 Advanced Call Router Manual requirement to use the same virtual agen t extension if you are w riting several different queue announcement rules. 2. In MaxAdministrator, you must configure one of the Auto Att endant numbers to which Call Router is a ssigned to “Advanced Call Router.” 1) Enter th e sa[...]

  • Page 19

    Advanced Call Router Advanced Call Router Manual 15 For Sales, you create a rule as shown below.[...]

  • Page 20

    Additional Advanced Ca ll Router Featu res 16 Advanced Call Router Manual Similarly, for Support, you creat e a rule as show n below.[...]

  • Page 21

    Advanced Call Router Advanced Call Router Manual 17 In the M onitor windo w, click Add to log on to Sales, ent ering both the workgroup extension & password and the vi rtual extension & password you specified in the “Auto Attendan t Sales Queue Announcement” rule:[...]

  • Page 22

    Additional Advanced Ca ll Router Featu res 18 Advanced Call Router Manual In the Monitor window, click Add to log on to Support, enteri ng bot h the workgroup exten sion & password and the virtual ext ension & password you specified in the “Auto Attendan t Sales Queue Anno uncement” rule:[...]

  • Page 23

    Advanced Call Router Advanced Call Router Manual 19 The Monitor window shows that Call Rout er is logg ed on to both workgroups. Calls to each workgroup will be checked against the rules and will trigger a queue annou ncement if a match is found and all agents are busy. Testing Call Router To test the performance of Call Rout er, you can access a t[...]

  • Page 24

    Testing Call Router 20 Advanced Call Router Manual To test Call Rout er: 1. With Call Rou ter function stopped, go to Test in the Tool drop-d own list of t he Call Router ma in menu for the Tes t dial og box. 2. In th e Configuration fields, you can input t he following test parameters: • Number of concurrent calls • Interval between calls • [...]

  • Page 25

    Advanced Call Router Advanced Call Router Manual 21 The total calls processed and average time per call will be updated in real-time during the test. You will know how m any calls were processed and the average resp onse time per call at that time. 4. After the test has finished, the title of the Test dialog box will be shown as “ Test(Stopped) .[...]

  • Page 26

    Testing Call Router 22 Advanced Call Router Manual Testing SQL Server Database To test SQL server database acce ss performance of Call Router: 1. Add a database for the SQL server. For example, for a database “calld b” and table name “RTMCALL”, 10,000 records are added to the table. Note: Because the data of DDR request has been hard coded,[...]

  • Page 27

    Advanced Call Router Advanced Call Router Manual 23 The “TestSQL” is the newly added da ta source. This data source is connected to the SQL server’s “calldb” database. 3. In Call Router, add a rule to access database.[...]

  • Page 28

    Testing Call Router 24 Advanced Call Router Manual You can change the rule configuration to fit your ow n conditions. During the test, Call Router will use this rule to match the DD R request. When using this rule, Call Router will access the SQL server to execute the SQL query.[...]