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Related Manuals for Altigen Advanced Call Router
Summary of Contents for Altigen Advanced Call Router
- Page 1 Advanced Call Router ™ Manual 2/2008 4510-0001-5.2...
- 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 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.
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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...
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Page 5: New In Previous Release, 5.1
(default is C:\Program Files\AltiGen\Call Router). To select a different location, use the Browse button to choose the new location. Click Next to proceed. Note: Advanced Call Router Service requires the purchase and activation of the Advanced Call Router license. Advanced Call Router Manual... -
Page 6: To Configure/Run Advanced Call Router
Launch Call Router from the Windows Start menu. 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. Select Operation > Logon Info. 2 Advanced Call Router Manual... -
Page 7: Advanced Call Router Route Rules
To create route rules that will be used to route calls, select Operation > Route Rule to open the Route Rule List window. This window also allows you to view existing route rules, and modify and delete route rules. Advanced Call Router Manual... - Page 8 • 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. 4 Advanced Call Router Manual...
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Page 9: Creating Route Rules
Creating Route Rules To create a route rule: 1. Select Operation > Route Rule. 2. Click the Add button to open a new Route Rule or Modify to modify an existing rule in the Rules List dialog box. Advanced Call Router Manual... - Page 10 Input data and enter information in the column. • Caller Entered Digits must be numeric only. • You can enter “*” as a wildcard character for any length of digits, or “?” for a single digit. 6 Advanced Call Router Manual...
- Page 11 Collect Digit Dialog Box • Tag name - for example, “password” (gathered from a response to an Auto Attendant prompt or another AltiLink Plus application) • Minimum Digits and Maximum Digits to collect • PSTN and Web Timeout values Advanced Call Router Manual...
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Page 12: Viewing Advanced Call Router History Menu
Choose View > Select Column. 2. In the Select Columns dialog box, select the following columns to display in the Call Router history window: • Caller ID • IVR Path • IVR data • DNIS 8 Advanced Call Router Manual... - Page 13 Router History window, this data shows how Call Router handled each call. Call Route Response data includes Matching Record (routing rule Call Router referred to for call routing) and Result (how and where the call was routed), all collected via real-time monitoring. Advanced Call Router Manual...
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Page 14: Show Workgroup Status
Agents, Longest Idle Time, Service Level, Queue, Average Delay and Default Wait Time. • Add button—Click Add to log on to a workgroup whose incoming trunk call data you want to monitor. This opens a Log On Work Group dialog box. 10 Advanced Call Router Manual... - Page 15 • Click Add again and enter the next Workgroup ID and Password. • Change Start Calculate Call Count—click this button to change the starting point for the number of calls to be reached for Call Router to start calculating call data. Advanced Call Router Manual...
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Page 16: Clearing Advanced Call Router History Data
Building SQL Queries To build an SQL query that Call Router will send to your database, use the CallerId Datasource dialog box. The customer information retrieved from your database will be used in the routing rule. 12 Advanced Call Router Manual... - Page 17 Queue Status.” In addition, enter an Item Name that matches the name of the Auto Attendant’s “Advanced Call Routing” name. The workgroup extension information you specify in the rule must also be entered when Call Router logs on in the Monitor window. Thus, it is a Advanced Call Router Manual...
- Page 18 In AltiWare Administrator, 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. 14 Advanced Call Router Manual...
- Page 19 Advanced Call Router For Sales, you create a rule as shown below. Advanced Call Router Manual...
- Page 20 Additional Advanced Call Router Features Similarly, for Support, you create a rule as shown below. 16 Advanced Call Router Manual...
- Page 21 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...
- Page 22 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...
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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, you 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...
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Page 26: Testing Sql Server Database
To use the “SessionId” field in the table to match caller ID of the request, you must add a record to the table and set the 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 Advanced Call Router The “TestSQL” is the newly added data source. This data source is connected to the SQL server’s “calldb” database. In Call Router, add a rule to access database. Advanced Call Router Manual...
- Page 28 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. 24 Advanced Call Router Manual...