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Advanced Call Router Manual

i

Contents

New in Previous Release, 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Installation  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

To Configure/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

Additional Advanced Call Router Features  . . . . . . . . . . . . . . . . . . 12

Testing Call Router   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Testing SQL Server Database. . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Содержание Adv Call Router 6/2008 4510-0001-6.0

Страница 1: ...Advanced Call Router Manual 6 2008 4510 0001 6 0 ...

Страница 2: ...iGen Communications Inc will not be liable for technical or editorial errors or omissions contained within the documentation The information contained in this documentation is subject to change without notice This documentation may be used only in accordance with the terms of the AltiGen Communications Inc License Agreement AltiGen Communications Inc 4555 Cushing Blvd Fremont CA 94538 Telephone 51...

Страница 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 Additional Advanced Call Router Features 12 Testing Call Router 19 Testing SQL Server Database 22 ...

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

Страница 5: ... information on configuring auto attendants refer to the Auto Attendant Configuration chapter of the MAXCS Admin Manual Installation To install Advanced Call Router 1 Run the exe file from the Advanced Call Router folder of the MAX Communication Server ACC ACM 6 0 Installation CD 2 When prompted enter the 20 digit license key for Advanced Call Router in the field and click Next Setup will confirm ...

Страница 6: ...figure 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 from this server click the Disconnect button 3 Select Operation Logon Info ...

Страница 7: ...ed Note Up to 8 login attempts are allowed after which login will be disabled from 1 to 24 hours depending on the setting in MaxAdministrator 5 Click Start to run Advanced Call Router When Advanced Call Router is stopped you can configure the server and login information 6 Route Rules and Show Monitor can be configured after Advanced Call Router is started Advanced Call Router Route Rules To creat...

Страница 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 Default Routing button opens a Default Routing Rule dialog box where you can specify the action for Call Router to take if no match is found in the rules or in the database ...

Страница 9: ...in 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 box Play WG Queue Status specify target data in accompanying text box Creating Route Rules To create a route rule 1 Select Operation Route Rule 2 Click the Add button to open a new Route Rule or Modi...

Страница 10: ...st 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 specify data for an item right click the item select Input data and enter information in the column Caller Entered Digits must be numeric only You can enter as a wildcard character for any length of digi...

Страница 11: ...o 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 Mailbox Access Disconnect System Callback Collect Digits specify fields in accompanying Collect Digit dialog box see below Other DDR Application specify target data in accompanying text box Play WG Que...

Страница 12: ...al 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 Check the box and choose an SKLR level User Data Gathered from a response to an Auto Attendant prompt or another AltiLink Plus application Push URL AltiWeb only Prompt The prompt to play to the callee ...

Страница 13: ...rkgroup 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 Response Data The Call Route Response message sent from Call Router to AltiServ contains the search results of the Call Route Request Message In the Call Router History window this data shows how Cal...

Страница 14: ...able 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 the following workgroup fields ID Agents Longest Idle Time Service Level Queue Average Delay and Default Wait Time Add button Click Add to log on to a workgroup whose incoming trunk call data you want...

Страница 15: ...to the 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 Attendant Configuration chapter of the MAXCS Admin Manual If you want to announce queue status to callers Target action of any routing rule is Play WG Queue Status complete the Virtual Extension...

Страница 16: ...ogram 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 Queries To build an SQL query that Call Router will send to your database use the CallerId Datasource dialog box The customer information retrieved from your database will be used in the routing rul...

Страница 17: ...ller 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 Data column and the database will be shown in the DSN column Queue Announcements Note Queue announcements can now be done directly through MAXCS Or you may use Advanced Call router for this function...

Страница 18: ...ization 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 Example Suppose you use virtual extension 700 to log in to Call Router and you have two workgroups Sales and Support with the following agent and workgroup extensions Sales Support Workgroup extension num...

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

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

Страница 21: ...anced 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 Sales Queue Announcement rule ...

Страница 22: ...tures 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 ...

Страница 23: ...rkgroups 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 Router you can access a test tool from the Call Router main menu Call Router must be stopped in order to run the test ...

Страница 24: ...er 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 be 5 concurrent call requests to Call Router Total cycles of concurrent requests will be 4 times 3 After inputting the test parameters click Start During the test you can click Stop to stop the test...

Страница 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 Stopped 5 The Total calls that Call Router processed and Average response time per call of this test will be shown in the Result fields ...

Страница 26: ...e 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 will be 0 9 To use the SessionId field in the table to match caller ID of the request you must add a record to the table and set the SessionId value to 1039470405 Then during match process the matched r...

Страница 27: ...anced 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 database ...

Страница 28: ...l 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 SQL server to execute the SQL query ...

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