Specifications

Basic Call Router & Call Router Advanced
AltiContact Manager Administration Manual 25-21
25.CallRouter
To open the Datasource dialog box, right-click on a data Item you want to
specify using information from an existing database. Select From user
database:
To build and SQL query:
1. Enter User Name and Password information for the database.
2. Enter information for the database you are querying against. For
example:
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 Call Router Advanced to inform callers of their position in a
workgroup queue. There are two requirements:
1. In Call Router, you must create a rule with Target action “Play WG
Queue Status.” In addition, enter an Item Name that matches the name
of the IVR’s “Data Directed Routing” name. The workgroup extension
information you specify in the rule must also be entered when Call
Router 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 IVR 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)