Advanced Call Router™ Manual MAX Communication Server Release 7.
WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc., will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use. Although AltiGen Communications, Inc.
Contents Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 32-Bit ODBC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Configure/Run Advanced Call Router . . . . . . . . . . . . . . . . . . . . . . . 2 Advanced Call Router Route Rules . . . . . . . . . . . . . . . . . . . . . . . . . 3 Creating Route Rules . . . . . . . . .
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Advanced Call Router Advanced Call Router Advanced Call Router is the standard AltiGen Call Router application plus call router service. Advanced Call Router requires the purchase and activation of an Advanced Call Router license. Note: The workgroup to which incoming trunk calls will be routed via Call Router must be assigned to the auto attendant whose Action is set to “Adv - Advanced Call Router,” with Ext Num set to the virtual extension you use to configure Call Router.
Installation Installation To install Advanced Call Router, 4. Run the .exe file from the DVD. 5. Setup will confirm the destination for the Call Router application (the default is C:\Program Files\AltiGen\Call Router). To select a different location, use the Browse button to choose the new location. 6. Click Next to proceed. Note: Advanced Call Router Service requires the purchase and activation of the Advanced Call Router license. Configure/Run Advanced Call Router 1.
Advanced Call Router 3. Select Operation > Logon Info. 4. In the Logon Info window, enter the Server Name that Advanced Call Router will connect to, along with the Default Virtual Extension and Password then click OK. (Optional) Check Auto Start Service to have Advanced Call Router start routing calls automatically, after the system restarts or after Advanced Call Router service has been stopped and restarted.
Advanced Call Router Route Rules • Add – opens a Custom Record dialog box, where you can create a new record and build the conditions for the record. • 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.
Advanced Call Router 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), 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.
Advanced Call Router Route Rules 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 digits, or “?” for a single digit.
Advanced Call Router • Minimum Digits and Maximum Digits to collect • PSTN and Web Timeout values Note: Play WG Queue Status - if you select “Play WG Queue Status,” Advanced Call Router must log on as a workgroup extension with password (View > Show Workgroup Status > Add) and Call Router’s virtual extension and password. (The virtual extension that Call Router uses does not have to be a member of the workgroup.
Advanced Call Router Route Rules Call Route Request Data The “Call Router Request” message sent by MAXCS 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, IVR Path, IVR data and DNIS, all collected via real-time monitoring. Note: IVR Path shows the Auto Attendant assignment for the workgroup that receives the call.
Advanced Call Router Note: If no match is found between the Call Route Request Data and the routing rules, the call is routed according to the business rules that check monitored workgroups for the longest available 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.
Clearing Advanced Call Router History Data Time in Queue, type in the desired minutes. (By default, the Extension ID field is grayed out.) • Delete button – click Delete to remove the selected workgroup from the display. • Change Default Wait Time – click this button to change the default anticipated wait time associated with the workgroup queue.
Advanced Call Router 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 a SQL query: 1. Enter User Name and Password information for the database. 2. Enter information for the database you are querying against.
Additional Advanced Call Router Features a. Select the Caller Match Item data for this query – Caller 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.
Advanced Call Router In MaxAdministrator, you configure the Auto Attendant to which Call Router is assigned as shown below. (The example uses Auto Attendant 2.) Note that you must enter a different Item Name for each level. For Sales, you create a rule as shown below.
Additional Advanced Call Router Features Similarly, for Support, you create a rule as shown below.
Advanced Call Router 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: Advanced Call Router Manual 15
Additional Advanced Call Router Features 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: 16 Advanced Call Router Manual
Advanced Call Router The Monitor window shows that Call Router is logged on to both workgroups. 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. To test Call Router, 1.
Testing Call Router 2. In the Configuration fields, you can input the following test parameters: • Number 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.
Advanced Call Router The total calls processed and average time per call will be updated in real-time 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.
Route By Query Result Route By Query Result In MaxCS 7.0 Update 1, the routing target information can be retrieved from the database record. This means that customers need to create (and maintain) far fewer rules to process calls. To accomplish this, rules now have an additional Target action, Route by Query Result, as shown in the following figure. Some additional fields will need to be configured in the Data Source panel when using this Target action.
Advanced Call Router A new column, Purpose, is now included, to retrieve data for multiple data fields. It offers four options: • Target – Retrieves data for the call routing target (an extension number or group number); this option is required for the Route by Query Result action. • Priority – Retrieves data for the call priority value (optional) • Skill – Retrieves data for the call skill value (optional) • UserData – Retrieves data from the SQL query result and assigns that data to the UserData field.
Route By Query Result Routing Configuration Examples This section contains three examples: • “Example: Single Table, Single Purpose Field” on page 22 • “Example: Single Table, Multiple Purpose Fields” on page 24 • “Example: Multiple Tables” on page 26 Example: Single Table, Single Purpose Field This example illustrates a configuration for a single table, which is designed as follows: Field Name Field Type Description ProductNumber Text Source data that Advanced Call Router will search for.
Advanced Call Router In this scenario, the call router data source could be configured as shown in the following figure: 1 – Use "ProductID" for the IVR tag. Advanced Call Router uses this IVR input data as the source to search the database. 2 – Use "productnumber" for the Product Number field value. The first record that matches the entered product number will be used. 3 – Use "extension" for the routing target.
Route By Query Result Example: Single Table, Multiple Purpose Fields In this example, assume we have a single table, designed as follows: Field Name Field Type Description ProductNumber Text Source data that Advanced Call Router will search for. The caller could enter this string through the Auto Attendant. Extension Text The destination extension to which the call will be routed. Priority Number The call priority. Skill Number The required skill level for the agent.
Advanced Call Router 1 – Use "ProductID" for the IVR tag. Advanced Call Router uses this IVR input data as the source to search the database. 2 – Use "productnumber" for the Product Number field value. The first record that matches the entered product number will be used. 3 – Use "extension" for the routing target, "skill" for the call skill level, and "priority" for the call priority.
Route By Query Result Example: Multiple Tables In this example, assume we have two tables: RouteTable for route information and AgentTable for agent information. Here are the fields in the RouteTable table: Field Name Field Type Description ProductNumber Text Source data that Advanced Call Router will search for. The caller could enter this string through the Auto Attendant. Destination Text The destination to which the call will be routed.
Advanced Call Router The call router data source could be configured as follows: 1 – Use "routetable" in the Match Conditions list. Advanced Call Router will search IVR data from this table. 2 – Use "agenttable" in the Data Retrieve from User Database list. This specifies the data to be retrieved from the second table. 3 – Enter additional search criteria in the "Where" clause. This will be used to link AgentTable with RouteTable. Note: You can also create a view, to make the SQL query simpler.
Testing SQL Server Database Testing SQL Server Database To test SQL server database access performance of Call Router: 1. Add a database for the SQL server. For example, for a database “calldb” and table name “RTMCALL”, 10,000 records are added to the table. 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.
Advanced Call Router value to “1039470405”. Then during match process, the matched result will be true. 2. Add a data source to “ODBC” configuration in Windows. 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.
Testing SQL Server Database 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.
