AltiGen comm MAXCS 84 Advanced Call Router Manual

Advanced Call Router
Advanced Call Router Manual  7
•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.) Specify this workgroup extension in 
the textbox that...

Advanced Call Router Route Rules8  Advanced Call Router Manual
Call Route Request Data
The “Call Router Request” message sent by MAXCS to Call Router contains 
data about the incoming call, w hich Call Router attempts to mat ch against 
your routing rules. Call Route Request data consists of Caller  ID, IVR Path, 
IVR data and DNIS, all collected via r eal-time monitoring.
Note:IVR Path shows the Auto Attendant assignment for the workgroup 
that receives the call. If the workgroup’s AA assignment is 5,...

Advanced Call Router
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Note:If no match is found between the Call Route Request Data and th e 
routing rules, the call is routed according to the business rul es 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 .
• The main window box displays th e following workgroup fields: ID, 
Agents ,...

Clearing Advanced Call Router History Data
10 Advanced Call Router Manual
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.
Note:The workgroup to which incoming trunk calls will be routed via Call 
Router must be assigned to the Auto Attendant whose...

Advanced Call Router
Advanced Call Router Manual   11
To open the Datasource dial
og box, ri
 ght-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  in
 formation for the database.
2. Enter information fo r the
  database you are querying against.  For 
example:
DSN – BankAccoun
 t
Table  Name  –
  AccountBalance
Matched  Fi
 eld Name – CustomerPhoneNumber
Matched  Fi
 eld Data  Type –...

Additional Advanced Call Router Features
12 Advanced Call Router Manual
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. 
Or you may...

Advanced Call Router
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In MaxAdministrator, you configure the Auto Attendant to which 
Cal
 l 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
14  Advanced Call Router Manual
Similarly, for Support, you cr
eate a rule as shown
  below. 

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In the Monitor window, click 
Add t
 o log on to Sales, entering both the 
workgroup extension & password and the virtual extension & pass word you 
specified in the “Auto Attendant  Sales Queue Announcement” rule: 

Additional Advanced Call Router Features
16  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 “Aut o Attendant Sales Queue Announcement” rule :