Installation manual

Advanced CallRouter
364 AltiWare OE System Installation & Administration Manual
Call Route Request Data
The “Call Router Request” message sent by AltiServ to CallRouter
contains data about the incoming call, which CallRouter attempts to match
against your routing rules. Call Route Request data consists of Caller ID,
(Caller) Entered Digits, IVR data and DNIS, all collected via real-time
monitoring.
Note: Caller Entered Digits shows the Auto Attendant assignment for the
workgroup that receives the call. If the workgroup’s AA
assignment is 5, this item shows “0 & 5”; is 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 CallRouter to AltiServ,
contains the search results of the Call Route Request Message. In the
CallRouter History window, this data shows how CallRouter handled each
call. Call Route Response data includes Matching Record (routing rule
CallRouter referred to for call routing) and Result (how and where the call
was routed), all collected via real-time monitoring.
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 Show
Workgroup Status from the View menu.