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Advanced Call Router ™ Manual 6/2008 4510-000 1-6.0.
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.
Advanced Call Router Manual i Contents New in Previous Release, 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 To Configure/Run Advanced Call Router .
Advanced Call Router Manual ii.
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.
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 .
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 .
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.
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, Co.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Advanced Call Router Advanced Call Router Manual 15 For Sales, you create a rule as shown below..
Additional Advanced Ca ll Router Featu res 16 Advanced Call Router Manual Similarly, for Support, you creat e a rule as show n below..
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 & passwo.
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.
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 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.
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.
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.
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.
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.
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