Manual

MaxCS 7.0 Update 1 New Features Guide Page 23 of 26

Product Number Extension Priority Skill

5001

101

1 4

5002

102

5003

103

5 6

The call router data source could be configured as shown in the following figure:

Figure 21: ACR Example 2 configuration

In this case, the program-generated query statement is enough; no additional search criteria were needed.

Example 3: 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

Product Number Text

Source data Adv 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 transferred.

Here is an example of the data in this table:

1 - Use “ProductID” for the IVR tag.

ACR 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.

ACR retrieves these values from the

matched record and uses the values

to route the call and set call

properties.