Advanced Call Router™ Manual 6/2008 4510-0001-6.
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.
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 Menu . . . . . .
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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.
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. 2 Select Operation > Logon Info.
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.
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.
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 data in accompanying
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 the column.
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.
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.
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.
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.
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.
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.
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.
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.
Advanced Call Router For Sales, you create a rule as shown below.
Additional Advanced Call Router Features Similarly, for Support, you create a rule as shown below.
Advanced Call Router In the Monitor window, click Add to log on to Sales, entering both the workgroup extension & password and the virtual extension & password you specified in the “Auto Attendant Sales Queue Announcement” rule: Advanced Call Router Manual 17
Additional Advanced Call Router Features In the Monitor window, click Add to log on to Support, entering both the workgroup extension & password and the virtual extension & password you specified in the “Auto Attendant Sales Queue Announcement” rule: 18 Advanced Call Router Manual
Advanced Call Router The Monitor window shows that 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 match is found and all agents are busy. Testing Call Router To test the performance of Call Router, you can access a test tool from the Call Router main menu. Call Router must be stopped in order to run the test.
Testing Call Router To test Call Router: 1. With Call Router function stopped, go to Test in the Tool drop-down list of the Call Router main menu for the Test dialog box. 2.
Advanced Call Router The total calls processed and average time per call will be updated in real-time during the test. You will know 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 will be shown as “Test(Stopped).” 5. The Total calls that Call Router processed and Average response time per call of this test will be shown in the Result fields.
Testing Call Router 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 has been hard coded, if you want a rule match, you need to add the record to the table. The caller ID of test request will be “1039470405.” IVR Path of test request will be “0&9.
Advanced Call Router The “TestSQL” is the newly added data source. This data source is connected to the SQL server’s “calldb” database. 3. In Call Router, add a rule to access database.
Testing Call Router You can change the rule configuration to fit your own conditions. During the test, Call Router will use this rule to match the DDR request. When using this rule, Call Router will access the SQL server to execute the SQL query.
