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Altigen Advanced Call Router Manual

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Advanced Call Router™
Manual
05/2004 0000-0001-5.0

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Summary of Contents for Altigen Advanced Call Router

  • Page 1 Advanced Call Router™ Manual 05/2004 0000-0001-5.0...
  • Page 2 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.

  • Page 3: Table Of Contents

    Testing Call Router ........19 Testing SQL Server Database......22 Advanced Call Router Manual i...
  • Page 4 Advanced Call Router Manual...

  • Page 5: New In Version 5.0

    20 digit license key for Advanced Call Router in the field and click Next. Setup will confirm the destination for the Call Router application (default is C:\Program Files\AltiGen\Call Router). Click Next to proceed. To select a different location, use the Browse button to choose the new destination.

  • Page 6: Database Upgrade

    Browse and/or select the 4.6 Basic Call Router’s database at “Source database,” (default name - “callrouter.mdb.”) Browse and/or select the 5.0 Advanced Call Router’s database as the “Destination database,” (default name -“callrouter.mdb.”) Figure 1. Call Router DBUpdate tool 2 Advanced Call Router Manual...

  • Page 7: To Configure/Run Advanced Call Router

    To Configure/Run Advanced Call Router: Launch Call Router from Start>Programs. Click the Connect button to enter the Call Router Server Name or IP address to connect to, then click OK. Advanced Call Router Manual...
  • Page 8 Click Start to run Advanced Call Router. When Advanced Call Router is stopped, you can configure the server and login information. Route Rules and Show Monitor can be configured while Advanced Call Router is started. 4 Advanced Call Router Manual...

  • Page 9: Advanced Call Router Route Rules

    • 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 found in the rules or in the database. Advanced Call Router Manual...

  • Page 10: Creating Route Rules

    To create a route rule: 1. Select Route Rule from the Operation menu. 2. Click the Add button to open a new Route Rule or Modify to modify an existing rule in the Rules List window. 6 Advanced Call Router Manual...
  • Page 11 Collect Digits (specify fields in accompanying Collect Digit dialog box, see Note below), Other DDR Application (specify target data in accompanying text box), Play WG Queue Status (specify target data in accompanying text box, see Note below). Advanced Call Router Manual...
  • Page 12 6. (future release) Enter optional data to match against the routing rule: • User Data (gathered from a response to an Auto Attendant prompt or another AltiLink Plus application) 8 Advanced Call Router Manual...

  • Page 13: Viewing Advanced Call Router History Menu

    Choose Select Column from the View Menu. 2. In the Select Columns dialog box, select the columns to display in the Call Router history window the following: • Caller ID • Entered Digit • IVR data • DNIS Advanced Call Router Manual...
  • Page 14 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. 10 Advanced Call Router Manual...

  • Page 15: Show Workgroup Status

    This opens a Log on Work Group dialog box. Enter the workgroup extension as the WorkGroup ID and password, and enter the virtual extension’s password. In the field for Default Advanced Call Router Manual...

  • Page 16: 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” where Call Router.exe resides, locate the Call Router.csv file. 2. Open Call Router.csv and delete all contents.

  • Page 17: Additional Advanced Call Router Features

    Select From user database: To build and 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 Advanced Call Router Manual...
  • Page 18 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. Example: 14 Advanced Call Router Manual...
  • Page 19 In AltiAdmin, you configure the Auto Attendant to which Call Router is assigned as shown below. (The example uses Auto Attendant 2.) Note that you must enter a different Item Name for each level. Advanced Call Router Manual...
  • Page 20 Clearing Advanced Call Router History Data For Sales, you create a rule as shown below. 16 Advanced Call Router Manual...
  • Page 21 Advanced Call Router Similarly, for Support, you create a rule as shown below. Advanced Call Router Manual...
  • Page 22 Clearing Advanced Call Router History Data 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: 18 Advanced Call Router Manual...

  • Page 23: Testing Call Router

    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. Advanced Call Router Manual...
  • Page 24 4 times. After inputting the test parameters, click Start. During the test, the user can click Stop to stop the test. The title of the Test dialog box will be shown as “Test(Started)” while running. 20 Advanced Call Router Manual...
  • Page 25 After the test has finished, the title of the Test dialog box will be shown as “Test(Stopped).” The Total calls that Call Router processed and Average response time per call of this test will be shown in the Result fields. Advanced Call Router Manual...

  • Page 26: Testing Sql Server Database

    SessionId value to “1039470405”. Then during match process, the matched result will be true. Add a data source to “ODBC” configuration in Windows. 22 Advanced Call Router Manual...
  • Page 27 The user can change the rule configuration to fit his 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. Advanced Call Router Manual...
  • Page 28 Testing Call Router 24 Advanced Call Router Manual...

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Advanced call router 5.0

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