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Advanced CallRouter
368 AltiWare OE System Installation & Administration Manual
DSN - BankAccount
Table Name - AccountBalance
Matched Field Name - CustomerPhoneNumber
Matched Field Data Type - char
Note: as you build the query, the SQL query sentence will appear in
the window at the bottom.
3. Specify the condition for this query.
a. Select the Caller Match Item data for this query - Caller ID,
CallerEnteredDigits, 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 Data column and the database will be shown
in the DSN column.
Queue Announcements
You can use Advanced CallRouter to inform callers of their position in a
workgroup queue. There are two requirements:
1. In CallRouter, you must create a rule with Target action “Play WG
Queue Status.” In addition, enter an Item Name that matches the name
of the Auto Attendant’s “Data Directed Routing” name. The workgroup
extension information you specify in the rule must also be entered when
CallRouter logs on in the Monitor window. Thus, it is a requirement
to use the same virtual agent extension if you are writing several
different queue announcement rules.
2. In AltiAdmin, you must configure one of the Auto Attendant numbers
to which Call Router is assigned to “Data Directed Routing.” 1) Enter
the same “Item Name” you use in the rule discussed immediately
above. 2) Replace the “No Action” level with “Call – to Ext./
Workgroup,” and enter the workgroup extension number. For further
information on configuring Auto Attendants, see the AltiWare OE
System Installation and Administration Manual and the AltiAPI
Programmer Guide.
If your 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.