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Additional Advanced Call Router Features

18

Advanced Call Router Manual

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:

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Summary of Contents for Advanced Call Router

Page 1: ...Advanced Call Router Manual 2 2008 4510 0001 5 2...

Page 2: ...ade to ensure accuracy AltiGen Communications Inc will not be liable for technical or editorial errors or omissions contained within the documentation The information contained in this documentation i...

Page 3: ...Run Advanced Call Router 2 Advanced Call Router Route Rules 3 Creating Route Rules 5 Viewing Advanced Call Router History Menu 8 Show Workgroup Status 10 Clearing Advanced Call Router History Data 12...

Page 4: ...Advanced Call Router Manual ii...

Page 5: ...he Auto Attendant Configuration chapter of the AltiWare Administration Manual New in Previous Release 5 1 Supports the SKLR Skill Level Requirement setting added to AltiWare ACM Administrator 5 1 Inst...

Page 6: ...igure 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...

Page 7: ...ote Up to 8 login attempts are allowed after which login will be disabled from 1 to 24 hours depending on the setting in AltiWare Administrator 5 Click Start to run Advanced Call Router When Advanced...

Page 8: ...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 The...

Page 9: ...n 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...

Page 10: ...t 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 spec...

Page 11: ...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 Ma...

Page 12: ...l different workgroups you must create separate rules for each 6 Enter optional data to match against the routing rule Set Call Priority Check the box and choose a call priority level Set Call SKLR Ch...

Page 13: ...kgroup that receives the call If the workgroup s AA assignment is 5 this item shows 0 5 if the AA assignment is 3 the item shows 0 3 and so on The 0 indicates transfer to an Auto Attendant Call Route...

Page 14: ...ble 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 The main window box displays t...

Page 15: ...Auto Attendant whose Action is set to Avd Advanced Call Router with Ext Num set to the virtual extension you use to start Call Router For information on configuring Auto Attendants refer to the Auto...

Page 16: ...gram 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...

Page 17: ...r ID IVR Path DNIS Item name or IVR data b Add any additional condition For example Where Balance 1000 4 Click OK You will be returned to the Rule dialog box where the SQL query will be shown in the D...

Page 18: ...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...

Page 19: ...Advanced Call Router Advanced Call Router Manual 15 For Sales you create a rule as shown below...

Page 20: ...Additional Advanced Call Router Features 16 Advanced Call Router Manual Similarly for Support you create a rule as shown below...

Page 21: ...nced Call Router Manual 17 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 Sale...

Page 22: ...ures 18 Advanced Call Router Manual 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 Att...

Page 23: ...kgroups 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...

Page 24: ...r of concurrent calls Interval between calls Number of test cycles For example inputting 5 for concurrent calls 3 for interval between calls and 4 for test cycles means that every 3 seconds there will...

Page 25: ...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 Sto...

Page 26: ...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 wil...

Page 27: ...nced Call Router Advanced Call Router Manual 23 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 datab...

Page 28: ...Router Manual 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...

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