AltiGen comm MAXCS 84 Advanced Call Router Manual

							Advanced Call
Router
™
Manual
MAX Communication Server
Release 8.0
September 2015 
						

							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.,  has designed security features into its products, it 
is your sole responsibility to use the security features and to establish 
security practices within your company, including training, security 
awareness, and call auditing.
NOTICE
While every effort has been made to ensure accuracy, AltiGen 
Communications, Inc., will not be liable for technical or editorial errors or 
omissions contained within the documentation. The information contained 
in this documentation is subject to change without notice.
This documentation may be used only in accordance with the terms of the 
AltiGen Communications, Inc., License Agreement.
AltiGen Communications, Inc. 
679 River Oaks Parkway 
San Jose, CA 95134 
Telephone:    888-AltiGen (258-4436) 
Fax:               408-597-9020 
E-mail:          [email protected] 
Web site:       www.altigen.com
TRADEMARKS
MAX Communication Server, MaxAdministrator, MaxCommunicator, 
MaxAgent, MaxSupervisor, MaxInSight, MaxOutlook, MaxCall, 
Enterprise Manager, AltiServ, AltiLink, AltiConsole, VRPlayer, 
Zoomerang, IPTalk, Alti-Mobile Extension, InTouch Dialer, AltiReport, 
and SuperQ are trademarks or registered trademarks of AltiGen 
Communications, Inc.
All other brand names mentioned are trademarks or registered trademarks 
of their respective manufacturers.
Copyright © AltiGen Communications, Inc. 2015. All rights reserved. 
						

							Advanced Call Router Manual i
Contents
Requirements  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
32-Bit ODBC  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Installation  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Configure/Run Advanced Call Router  . . . . . . . . . . . . . . . . . . . . . . . 2
Advanced Call Router Route Rules  . . . . . . . . . . . . . . . . . . . . . . . . . 3
Creating Route Rules  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Viewing Advanced Call Router History Menu  . . . . . . . . . . . . . . 7
Show Workgroup Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Clearing Advanced Call Router History Data  . . . . . . . . . . . . . . . . 10
Additional Advanced Call Router Features  . . . . . . . . . . . . . . . . . . 10
Testing Call Router   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Route By Query Result   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Routing Configuration Examples . . . . . . . . . . . . . . . . . . . . . . . . 22
Testing SQL Server Database   . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 
						

							Advanced Call Router Manual     ii  
						

							Advanced Call Router
Advanced Call Router Manual  1
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 ex
-
tension you use to configure Call Router. For information on config-
uring auto attendants, refer to the Auto Attendant Configuration 
chapter of the MAXCS Administration Manual.
Requirements
Supported Operating systems:
•Windows Server 2008 SP2 (32-bit)
•Windows Server 2008 R2 SP1 (64-bit)
•Windows Server 2012 R2
•Windows 7 (32-bit and 64-bit)
Minimum system requirements:
•Intel 2GHz Pentium 4 or equivalent
•40GB available hard drive disk space
•1GB RAM
32-Bit ODBC
If you plan to use Advanced Call Router with a database, you will need to 
create a 32-bit ODBC connection on the MaxCS system. The ODBC is used 
to connect to a database at your SQL system. 
To create a 32-bit ODBC connection on a 64-bit OS system,
1. Run C:\Windows\SysWOW64\odbcad32.exe. 
2. Create an ODBC data source in System DSN to access your SQL 
database. Select SQL Authentication and test the database 
connection.
3. Use the same SQL authentication information in Advanced Call Router 
configuration. 
						

							Installation2  Advanced Call Router Manual
Installation
To install Advanced Call Router, 
4. Run the .exe file from  th
 e installation media.
5. Setup will confirm the desti natio
 n for the Call Router applic ation (the 
default is C:\Program Files \AltiGen\Call Router). 
To select a different location, use the  Brows
 e button to choose the new 
location.
6. Click  N
 ext to proceed.
Note:Advanced Call Router  Service requires the purchase and 
activation of the Advanced Call Router license.
Configure/Run Advanced Call Router
1. Launch Call Router from the Windows  Start menu.
2. Click the Connect button to enter t he Call Router Server Name or IP 
address to connect to, then click  OK. 
To disconnect from thi s ser
 ver, click the Disconnect button. 
						

							Advanced Call Router
Advanced Call Router Manual   3
3. Select 
Op
 eration > Logon Info .
4. In the Logon Info  window, enter the  Server Name that Advanced Call 
Router will connec t 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 h as been stopped and restarted.
Note:Up to 8 login attempts are allowed, after which login will be 
disabled from 1 to 24 hours (depending on the setting in 
MaxAdministrator).
5. Click  Start to
  run Advanced Call Router . When Advanced Call Router 
is stopped, you can configure the server a nd login information.
6. Route Rules and Show Monitor can be configured after Advanced  
 Call 
Router is started.
Advanced Call Router Route Rules
To create route rules that wil l be used to route calls, select Operation  > 
Route Rule  to open the Route Rule List  window. This window also allows 
you to view existing route rules , and modify and delete route rules. 
						

							Advanced Call Router Route Rules4  Advanced Call Router Manual
•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 d ialog box to modify the record 
selected in the Record List.
•Delete – deletes the record selec ted in the Record List.
•Delete All – deletes all records  in the Record List.
•The Default Routing  button opens a Default Routing Rule  dialog box, 
where you can specify  the action for Call Router to take if no  match is 
found in the rules  or in the database.
Default Routing Action  options: No Action, Goto Top Level, 
Repeat Current Level, Call to Extension/Workgroup, Call to  
						

							Advanced Call Router
Advanced Call Router Manual   5
Operator, Dial by Name, Collect
 Extension, Directory Service, 
Record Message (s
 pecify target data in accompanying text box), 
Mailbox Access, Disconnect, Sys tem 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 Op
 eration > Route Rule . 
2. Click the  Add 
 button to open a new Route Rule or  Modify to modify an 
existing rule in the  Rules List dialog box.
3. In the Rule Name  field, enter or m odify the rule name.
4. Select the data to mat ch aga
 inst routing rules.
•If Caller Info contains - lets you select Call Route Request data to 
match against the customer record. 
						

							Advanced Call Router Route Rules6  Advanced Call Router Manual a)  Select “
Match one” 
 or “Match all ” from the drop-down list.
b) Select the it ems you want.
c) Click in the  Da
 ta column and type t o specify the data.
To manually specify data  fo
 r 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 dig its, 
or “?” for a single digit.
For example, if you specify Ca ll ID Data “5
 10252*,” this will 
match all Caller IDs  510-252-xxxx. If you spec ify Call ID Data 
“510252????,” this will matc h all Caller IDs 510 252-xxxx.
•To specify data from an existing  database, right-click the item, 
select  From user database , and enter information in the 
DataSource  dialog box.
5. Select a  T
 arget action for Call Router to perform when Call Route 
Request data matches this record.
Target action  option
 s: No Action, Goto Top Level,  Repeat Current 
Level, Call to Extensi on/Workgroup, Call to Operator, Dial by N ame, 
Collect Extension, Directory Ser vice, Record Message (specify target 
data in accompanying text box) , Mailbox Access, Disconnect, Sys tem 
Callback, Collect Digits (specify fields in accompanying Collec t Digit 
dialog box; see  below), Other DDR Applicatio n (specify target data in 
accompanying text box), Play WG Queue Status (specify target data in 
accompanying text box; see  Note below), Route by Query Result.
  Col
lect Digit Dialog Box
•Tag name  - for example, “password” (gathered from a response 
to an Auto Attendant prompt or  another AltiLink Plus application)