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Toshiba Strata CIX Call Router Installation Manual

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TOSHIBA
Telecommunication Systems Division
®

Call Router

Installation Guide

Title Page
March 2009

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  Summary of Contents for Toshiba Strata CIX Call Router

  • Page 1: Call Router

    TOSHIBA Telecommunication Systems Division ® Call Router Installation Guide Title Page March 2009...
  • Page 2: Publication Information

    To view the latest version of this or other documents please refer to the Toshiba FYI web site. Toshiba America Information Systems shall not be liable for any commercial losses, loss of revenues or...
  • Page 3 TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (“TAIS”) Telecommunication Systems Division License Agreement IMPORTANT: THIS LICENSE AGREEMENT (“AGREEMENT”) IS A LEGAL AGREEMENT BETWEEN YOU (“YOU”) AND TAIS. CAREFULLY READ THIS LICENSE AGREEMENT. USE OF ANY SOFTWARE OR ANY RELATED INFORMATION (COLLECTIVELY, “SOFTWARE”) INSTALLED ON OR SHIPPED WITH A TAIS DIGITAL SOLUTIONS PRODUCT OR OTHERWISE MADE AVAILABLE TO YOU BY TAIS IN WHATEVER FORM OR MEDIA, WILL CONSTITUTE YOUR ACCEPTANCE OF THESE TERMS, UNLESS SEPARATE TERMS ARE PROVIDED BY THE SOFTWARE SUPPLIER.
  • Page 4 The sole obligation of TAIS or Toshiba Corporation under this warranty, or under any other legal obligation with respect to the equipment, is the repair or replacement of such defective or missing parts as are causing the malfunc- tion by TAIS or its authorized dealer with new or refurbished parts (at their option).
  • Page 5: Table Of Contents

    Contents Overview ..............................1 Requirements.......................... 1 PC Requirements......................1 Power-Up .......................... 1 Installation ............................... 3 Installing Call Router....................... 3 Installing Call Router Administrator..................4 Call Router ............................... 5 Menu Options.......................... 6 File Menu .......................... 6 Setup Menu........................6 Help Menu......................... 6 Tab Options ..........................
  • Page 6 Contents Database Repair ..........................43 Browse ..........................43 Repair / Compact ........................44 Appendix A: Call Variables ......................45 Tokens ..........................45 Examples ........................46 Appendix B: Voice Assistant ......................47 Standard Scripts ........................47 Script #1: Play message and hang up ................47 Script #2: Play message, transfer call, and hang up............
  • Page 7: Overview

    Overview Call Router is an optional application for Strata ACD. Call Router is used to route calls based on the identity of the caller. It is an intelligent call routing system that uses caller information and schedules to route calls to a specific person, group, or automated application. Callers can be routed based on Caller ID, Account Codes, or other identifying information.
  • Page 8 Overview Requirements Call Router Installation Guide 03/09...
  • Page 9: Installation

    Installation Call Router consists of two programs, Call Router and Call Router Administrator. They should be installed in the following order: 1. Call Router 2. Call Router Administrator. Installing Call Router 1. Save your existing call-routing database before upgrading from a version of Call Handler. To save the existing call-routing database, use a file management program to rename your existing database, CLID.MDB, CLID1_3.MDB or CLID_131.MDB, to some other name, such as SAVCLID.MDB, before you begin the installation procedure.
  • Page 10: Installing Call Router Administrator

    Router Administrator. Select OK when you are ready. The install program will display the files as they are installed. 4. After the Installation is completed, Call Router can be accessed from Toshiba Program Group. 5. Call Router is now ready to run. Click the icon to open it.
  • Page 11: Call Router

    Call Router Installing Call Router Administrator Call Router The following picture shows the main window of the Call Router. Call Router Installation Guide 03/09...
  • Page 12: Menu Options

    Call Router Administrator This menu option is used to launch the Call Router Administrator. (The Call Router Administrator can also be launched through Start > Programs > Toshiba > Call Router Administrator.) Show Activity This menu option is used to display Call Router events. It is primarily used for troubleshooting.
  • Page 13: Tab Options

    Call Router Tab Options Tab Options Access Menu Log In / Log Out This button is used to log in and log out of Call Router. After successfully logging in, your access level will display under the Log Out button. Enter the appropriate password.
  • Page 14: Oai Server Connection

    Call Router Tab Options OAI Server Connection This button is used to view and edit the Net Server configuration information. If you have a valid connection to the Net Server, the light will display green to indicate it is operating. Login Name –...
  • Page 15: Testing

    Call Router Tab Options Use Remote Access Port – Enable this check box if you are accessing a remote Net Server through the Internet. Access Passwords This section is used to Add, Delete, and Update user access information and passwords. Testing Use this tab to troubleshoot.
  • Page 16: Active Calls

    Call Router Tab Options Active Calls This tab displays calls that are currently active in Call Router. Routing Extensions This tab is used to Add, Delete, and Change the extensions that Call Router will monitor. If you have a successful connection to your routing database, the Route Dbase will show a status of Operating.
  • Page 17: Monitored Extensions

    Call Router Tab Options Monitored Extensions Use the arrows to navigate to the monitored extension you wish to change or click on Add to add a new monitored extension. Find the extension you want to delete, and click on the Delete button if you want to delete a monitored extension.
  • Page 18 Call Router Tab Options Once you have defined how Call Router should handle a new call, enter the Voice Assistant Script with Parameters as instructions to Voice Assistant for processing. This, of course, is not necessary if you have chosen to Never send calls to Voice Assistant. Press the Edit button for Run Voice Assistant Script to bring up the Edit Destination dialogue box: Voice Assistant radio button will be the only one enabled since this destination information has to be a Voice Action Script.
  • Page 19 Call Router Tab Options Edit Destination Intercom Extension This form allows you to enter a simple extension number, or an extension number in combination with a Voice Mailbox number. If you enter a Voice Mailbox number, the call is routed as follows: it is routed first to the extension specified, but when and if the call is forwarded to Voice Mail, it is routed to the mailbox number specified.
  • Page 20 Call Router Tab Options Voice Assistant In the Edit Destination dialogue box, if Voice Assistant is a permitted destination, the Voice Assistant radio button will be available. Choosing this radio button will bring up the entry form for entering scripts and their parameters as shown below. Script # –...
  • Page 21 Call Router Tab Options Always – This option means that Forwarded Intercom calls will always be routed. If no match is found in the database, the default extension will be used. Only if Match Found in dbase “Called Name” – This option will ignore Forwarded Intercom calls if they don’t have a matching extension number in the Called Name field in the database.
  • Page 22 Call Router Tab Options ANI/CallerID Information Do Phone # Search (exact match) – Enable this option to perform a database search of the Phone Number field based on an exact match of the CallerID or, if you are also using Voice Assistant, of the Phone number or Main number entered at a Voice Script prompt.
  • Page 23 Call Router Tab Options extension numbers into the “Called Name” field in the Call Router database. This new feature allows you to route calls that come in on a specific trunk. Unknown Database Enable Unknown Database – This option is used to enable the use of the Unknown Database.
  • Page 24 Call Router Tab Options If a new record is created, the fields are set according to the following rules: 1) The Phone Number field of the new record is set to the CallerID / ANI information provided with the incoming call 2) The Modify To # field of the new record is copied from the same field of the matched record unless: a) the Modify To # field of the matched record is blank, and...
  • Page 25 Call Router Tab Options Call Modify tab Add / Modify “Caller” Info on Call Replace Calling Number with “Main #” – When this option is enabled, the CallerID / ANI information will be modified to the number of the Modify To # field of a matched record if there is a value entered in that field.
  • Page 26 Call Router Tab Options Attach Name – When this option is enabled, names can be added to calls that arrive without a “Name” field provided. If a call arrives from the telephone company without a “Name” field and a match for the number is found in the database, Call Router will attach the name entered in the Caller Name field of the database.
  • Page 27: Call Router Administrator

    Call Router Administrator When you first open Call Router Administrator, the Window looks like the following: File Menu Open Database If at any time you need to change the path to the primary Call Routing Database, you can use the Open Database menu option to tell Call Administrator where the new database is located.
  • Page 28 Call Router Administrator File Menu File to Import Enter the text file to be imported. The Browse button can be used to easily find the desired file. On Duplicate Records Select one of the following options for dealing with a situation in which a duplicate Calling Number is encountered during the course of the import (a Null in the Calling Number field can never create a duplicate and any record with a Null in this field will automatically be added, whether or not there are duplications in any of the other fields):...
  • Page 29 Call Router Administrator File Menu create a blank field for the Account Number. A blank field is created by having no entry in the field (two commas side by side), like the following line:. 505 438-8032,Golden Gate,”V299,110”<CR><LF> (4 fields w/ no Account No for this record) (see the examples below) All records must be on one line and terminated with Carriage Return (<CR>) and Line Feed <LF>...
  • Page 30 Call Router Administrator File Menu Temporary – This flag can be either a Zero, marking the record as permanent, or One, marking the record as temporary or auto-learned, and is defaulted to zero automatically. (for further field definitions, see the section titled “Tab Choices”...
  • Page 31: Import

    Call Router Administrator File Menu Import When the Import button is selected, the following screen will appear: While the records are being imported, Call Administrator is rendered inactive. The import process can be aborted by pressing the Cancel Import button at any time. If aborted, records already read will become part of the database, but no further records will be imported.
  • Page 32: Setup Menu

    Call Router Administrator Setup Menu Setup Menu Extra Info Fields Use this feature to set up your extra information fields. These are the four fields that appear in the Database Individual tab of your Call Router Administrator. By default, these fields are URL, Customer ID, Preferred Agent, and Call Priority.
  • Page 33 Call Router Administrator Setup Menu When the Auto Import menu is selected the following screen appears: Enable Auto Import – To enable the Auto Import feature click on one of the three time choices which represent how often the utility will check for a valid file to import: every minute, hour, or day. On Duplicate Records –...
  • Page 34 Call Router Administrator Setup Menu //Count of New Imported Records: x,xxx,xxx //Duplicate Records Ignored: x,xxx,xxx //Duplicate Records Overwritten: x,xxx,xxx //Count of Failed Import Records: x,xxx,xxx Miscellaneous Line Syntax Comment Records – Comment records can be imbedded anywhere in the import file. These comment records will be simply ignored by the import process.
  • Page 35 Call Router Administrator Setup Menu File Options Create Result File – If selected, a results file will be stored in the same directory and have the same name as the delete file except the filename will have a DER suffix (ex: OLDCUST.DER). The results file is constructed so that the failed records are copied exactly as they were in the delete file so that the results file can be used again once corrections are made.
  • Page 36: Incorporate Menu

    Call Router Administrator Incorporate Menu Incorporate Menu Old Version DBase This menu choice allows you to import the records from a previous version of the Call Routing Database. This import screen looks and operates the same as the Incorporate / Unknown DBase screen, as described below.
  • Page 37: Help Menu

    Call Router Administrator Help Menu Edit Unknown Caller Records Records in the Unknown Database can be edited or deleted in the same fashion as records in the Call-Routing Database are edited and deleted. You can edit these records before you move them to the Call-Routing Database or once they have been moved.
  • Page 38: Tab Choices

    Call Router Administrator Tab Choices Tab Choices DBase Individual Tab Incoming Calls Phone Number This is an optional field. However, if it has anything in it at all, that entry must be unique. When a call is received with either CallerID / ANI or DID / DNIS information, and the equivalent search options are enabled in the Preferences / Database section of Call Router, this Phone Number field is searched for a match.
  • Page 39 Call Router Administrator Tab Choices Called Name This is an optional field of up to sixteen letters or digits describing the name of the called party. When the FWDed CO Call Information search is enabled, this field is checked for the Forwarding Extension number of the call.
  • Page 40 Call Router Administrator Tab Choices If you select <none>, Call Router will automatically go to the next option, Choice #2 - All Other Times, for its Routing instructions. If, however, a valid Schedule is selected for this option, Call Router will search the Schedule Settings to determine which, if any, of the Segment Destinations should be used.
  • Page 41 Call Router Administrator Tab Choices Choice #2 - All Other Times This is an optional field of up to twelve digits to determine where a call is to be routed if Choice #1 - Schedule does not have an entry or does not find a match. This number can be an Intercom Extension, a combination of an extension number and Voice Mailbox number, an Outside Number, or a Voice Action Script to be processed by Voice Assistant, if it is installed.
  • Page 42 Call Router Administrator Tab Choices To add a new record to the database, first press the Add button. All the fields will be cleared. Enter the new information in each of the text boxes for each of the fields that you want to use. When the information is correct, press the Save button.
  • Page 43: Dbase Table Tab

    Call Router Administrator Tab Choices DBase Table Tab This form allows a scrolling, table view of the currently selected database. If you highlight a Record and click Change, the program will return you to the DBase Individual view of that Record. Double- clicking on any entry will do the same thing.
  • Page 44: Schedules Tab

    Call Router Administrator Tab Choices Schedules Tab This form allows you to enter any number of routing schedules based on time-of-day, day-of-week, and date-of-year. As a sub-set of every Schedule, there are as many Segments as you might need to specify different time slices. And, as a sub-set of every Segment, there are Weekday and Calendar entries which further refine the definition of a Schedule.
  • Page 45 Call Router Administrator Tab Choices Add New Schedule – When you click this button, a Schedule Name dialogue box appears. Enter the name of the schedule you are adding and click OK. The Schedule that you have just added is entered and you can now begin defining its Segments. Delete Schedule –...
  • Page 46 Call Router Administrator Tab Choices Start / Stop Times Enter the Start and Stop time of the day for this Segment. Any time falling between these entries will make this Segment a match when Call Router is searching for routing information. When entering times, you must specify AM or PM by either typing in ‘AM’...
  • Page 47: Calendars Tab

    Call Router Administrator Tab Choices Calendars Tab Use the Calendar screen form for Adding new calendars and Modifying or Deleting existing ones. Adding a New Calendar – To Add a new calendar, click on the Add New Calendar button. A Calendar Name dialogue box will appear.
  • Page 48 Call Router Administrator Tab Choices Modify a Calendar – In the calendar drop-down box, select the calendar you want to modify. The existing dates specified will be displayed in the Dates section. If this is a new calendar, this area will be blank.
  • Page 49: Database Repair

    Database Repair Browse Database Repair The Database Repair program is a companion program for Call Router. This program provides a way to Repair and Compact a Call-Routing Database that is used by Call Router to route calls. Browse Use this button to select a Database other than the default Database currently selected. Call Router Installation Guide 03/09...
  • Page 50: Repair / Compact

    Database Repair Repair / Compact Repair / Compact Typically both processes, Repair and Compact, should be done periodically to the main Call- Routing Database (CLID_131.MDB) used by Call Router. Also, both of these processes should be done on any ‘new’ database before it is Incorporated into the main Call-Routing Database Both Repair and Compact work by creating a temporary database.
  • Page 51: Appendix A: Call Variables

    Appendix A: Call Variables Tokens Appendix A: Call Variables Tokens Tokens can be used to insert run-time information into database fields, which can then be used to modify the information on a call. This run-time data insertion occurs only after a successful search and match.
  • Page 52: Examples

    Appendix A: Call Variables Tokens Examples %-7P The last 7 digits of the calling phone number (“5054388032” would be “4388032”) %+3P The first 3 digits of the calling phone number (“5054388032” would be “505”) (505)%-7P (505) plus the last 7 digits of the calling phone number (“5054388032” would be “(505)4388032”) or (“4388032”...
  • Page 53: Appendix B: Voice Assistant

    Appendix B: Voice Assistant Standard Scripts Appendix B: Voice Assistant Standard Scripts Script #1: Play message and hang up Script Listing 1. //,Play Message and Hangup 2. ANSWER 3. PLAY,%1 4. HANGUP Sample Entry This script will play message number 8901 and then hang-up. Direct entry equivalent: S,1,8901 Call Router Installation Guide 03/09...
  • Page 54: Script #2: Play Message, Transfer Call, And Hang Up

    Appendix B: Voice Assistant Standard Scripts Script #2: Play message, transfer call, and hang up Script Listing 1. //,Play Message and Transfer Call 2. ANSWER 3. PLAY,%1 4. XFR,%2 5. HANGUP Sample Entry This script will play message number 102 (“Please hold while your call is forwarded”), transfer the call to extension 1601, and then hang-up.
  • Page 55: Script 4: Play Message And Do A Centrex Transfer

    Appendix B: Voice Assistant Standard Scripts This script will play message number 101 (“Please enter your customer number then press Pound”), gather the DTMF input of the caller until either a maximum of 7 digits or a # sign is dialed, send the call back to Call Router with instructions to search the Account Numbers in the database for a match to the customer input, and play message 107 (“Thank You.
  • Page 56: Additional Voice Scripts

    Appendix B: Voice Assistant Standard Scripts This script will transfer the call to 1-505-438-8032 using a Centrex transfer. Direct entry equivalent: S,4,107,15054388032 Additional Voice Scripts Additional VA scripts can be added by changing the “CRVA_SCR.INI” file. If not supplied, this INI file will be automatically created with the 4 scripts shown below.