AltiGen comm MAXCS 84 Advanced Call Router Manual

Advanced Call Router
Advanced Call Router Manual   17
The Monitor window show
s t
 hat 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 t ool from the 
Call Router main menu. Call Router must be stopped in order to  run the test.
To test Call Router,
1. With Call Router function...

Testing Call Router18  Advanced Call Router Manual
2. In the 
Co
 nfiguration fields, you can input the following test 
parameters:
•Number of concurrent calls
•Interval between calls
•Number of test cycles
For example, inputting 5  f
 or concurrent  calls , 3 for  interval between 
calls , and  4 for  test cycles  means that every 3 se conds, there will be 
5 concurrent call requests to Ca ll Router. Total cycles of concurrent 
requests will be 4 times.
3. After inputting the test parameters, click  St...

Advanced Call Router
Advanced Call Router Manual   19
The total calls processed and av
erag
 e time per call will be updated in 
real-time during the test. You will know how many calls were pr ocessed 
and the average response time per call at that time.
4. After the test has finished, the title of the  Te
 st 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 Result20  Advanced Call Router Manual
Route By Query Result
The routing targ et information can be r etrieved from the database record. 
This means that customers need to  create (and maintain) far fewer rules to 
process calls. 
To accomplish this, rules have an additional Target action,  Ro
 ute by Query 
Result , as shown in the following figure.
Some additional fields will nee d to be configured in the Data Source panel 
when using this T arget action. 

Advanced Call Router
Advanced Call Router Manual  21
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...

Route By Query Result22  Advanced Call Router Manual
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, wh ich is designed 
as follows:
Field NameField TypeDescription
ProductNumber TextSource data that Advanced Call 
Router...

Advanced Call Router
Advanced Call Router Manual   23
In this scenario, the call router data source could be configur
e
 d as shown in 
the following figure:
1  – Use "ProductID" for the IVR ta g. Advanced Call Router uses this IVR 
input data as the source to search the database.
2  – Use "prod
 uctnumber" for the Product Number field value. The  first 
record that matches the entere d product number will be used.
3  – Use "extensio
 n" for the routing target. This tells Advanced...

Route By Query Result24  Advanced Call Router Manual
Example: Single Table, Multiple Purpose Fields
In this example, assume  we have a single table, designed as fol lows:
Field NameField TypeDescription
ProductNumberTextSource data that Advanced Call 
Router

 will search for. The caller 
could enter this string through the 
Auto Attendant.
Extension TextThe destination extension to which 
the call will be r

outed.
Priority NumberThe call priority.
Skill NumberThe required skill level 
 for the agent....

Advanced Call Router
Advanced Call Router Manual   25
1
 – Use "ProductID" fo
 r the IVR tag. Advanced Call Router uses t his IVR 
input data as the source to search the database.
2  – Use "prod
 uctnumber" for the Product Number field value. The  first 
record that matches the entere d product number will be used.
3  – Use "extensio
 n" for the routing target, "skill" for the call skill level, and 
"priority" for the call priority . Advanced Call Router retrieve s...

Route By Query Result26  Advanced Call Router Manual
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 NameField TypeDescription
ProductNumber TextSource data that Advanced Call Router 
will 

search for. The caller could enter this 
string through the Auto Attendant.
Destination TextThe destination to which the call will be 
rout

ed.
Here is an example of the...