Altigen AltiContact Manager Version 4.6, Administration Manual

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Basic Call Router & Call Router Advanced
AltiContact Manager Administration Manual 25-17
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Call Route Request Data
The “Call Router Request” message sent by AltiContact Manager to Call
Router contains data about the incoming call, which Call Router attempts
to match against your routing rules. Call Route Request data consists of
Caller ID, (Caller) Entered Digits, IVR data and DNIS, all collected via
real-time monitoring.
Note: Caller Entered Digits shows the IVR assignment for the workgroup
that receives the call. If the workgroup’s IVR assignment is 5, this
item shows “0 & 5”; is the IVR assignment is 3, the item shows “0
& 3,” and so on. The “0” indicates transfer to an IVR.
Call Route Response Data
The “Call Route Response” message, sent from Call Router to AltiContact
Manager, contains the search results of the Call Route Request Message. In
the Call 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.