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 appears when you select Play WG Queue 
Status. (See 
“Queue Announcements” on page 12.)
If you want to apply the “Play WG Queue Status” Target action 
to several different workgroups, you must create separate rules 
for each.
6. Enter optional data to match against the routing rule, and click OK.
•Set Call Priority – Check the box and choose a call priority level.
•Set Call SKLR – Check the box and choose an SKLR level.
•User Data - Gathered from a response to an Auto Attendant prompt 
or another AltiLink Plus application, or the text an agent typed in the 
User Data dialog box using the method DISP= 
•Push URL (AltiWeb only).
•Prompt – The prompt to play to the callee.
Viewing Advanced Call Router History Menu
The Advanced Call Router window gives a history of all incoming t ru nk  c alls  
to Advanced Call Router.
To specify Call Router History window content,
1. Choose View > Select Column.
2. Select the following columns to display in the Call Router history 
window:
•Caller ID
•IVR Path
•IVR data
•DNIS 
						

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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,  this 
item shows “0 & 5”; if the AA assi gnment 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” mess age, sent from Call Router to MAX CS, 
contains the search results of the Call Route Request Message.  In the Call 
Router History window, this data shows how Call Router handled  each call. 
Call Route Response data includes Matching Record (routing rule  Call 
Router referred to for call rout ing) and Result (how and where  the call was 
routed), all collected via real-time monitoring. 
						

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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 , Longest  Idle  Time , Service  Level , Queue , Average  Delay 
and  Default Wait Time .
• Add button – Click  Add to
  log on to a workgroup whose incoming 
trunk call data you want to monitor.
Enter the workgroup extension as the  WorkGroup ID and password , 
and enter the virtual extension’s  password. I n th e fi eld f or  Default Wait  
						

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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 Action is set 
to “Avd - Advanced Call Router,” with Ext Num set to the virtual 
extension you use to start Call Router. For information on 
configuring Auto Attendants, refer to the “Auto Attendant 
Configuration” chapter of the MAXCS Admin Manual.
If you want to announce queue status to callers (Target action of 
any routing rule is “Play WG Queue Status,”) complete the Virtual 
Extension ID and Virtual Extension password fields using the 
workgroup agent extension (and its password) specified in the rule.
To log on to multiple workgroups:
•Click Add again and enter the next Workgroup ID and Password.
•Change Start Calculate Call Count – click this button to change the 
starting point for the number of calls to be reached for Call Router to 
start calculating call data.
Clearing Advanced Call Router History Data
To clear data from the Advanced Call Router History window,
1. Go to the directory “Program Files\AltiGen\Call Router” and locate the 
Call Router.csv file.
2. Open Call Router.csv and delete all contents.
Note:Use Notepad to make this change. Do not use Microsoft Excel, 
because deleting data and saving the file using Excel will not save 
the file in the correct format.
3. Save and close Call Router.csv.
Additional Advanced Call Router Features
Building SQL Queries
To build an SQL query that Call Router will send to your database, use the 
CallerId Datasource dialog box. The customer information retrieved from 
your database will be used in the routing rule. 
						

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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 – char
Note: as you build the query, the  SQ
 L query sentence will appear in the 
window at the bottom.
3. Specify the condition for this query. 
						

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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 use Advanced Call router for this function if you want.
If you use Advanced Call Router to inform callers of their position in a 
workgroup queue, there are two requirements:
1. In Call Router, you must create a rule with Target action “Play WG 
Queue Status.” In addition, enter an Item Name that matches the name 
of the Auto Attendant’s “Advanced Call Routing” name. The workgroup 
extension information you specify in the rule must also be entered when 
Call Router logs on in the Monitor window. Thus, it is a requirement to 
use the same virtual agent extension if you are writing several different 
queue announcement rules.
2. In MaxAdministrator, you must configure one of the Auto Attendant 
numbers to which Call Router is assigned to “Advanced Call Router.” 1) 
Enter the same “Item Name” you use in the rule discussed immediately 
above. 2) Replace the “No Action” level with “Call – to Ext./Workgroup,” 
and enter the workgroup extension number. For further information on 
configuring Auto Attendants, see the MAXCS Admin Manual and the 
AltiAPI Programmer Guide.
If your organization has multiple workgroups and you want queue 
announcement for several or all of them, you must create separate rules for 
each, with workgroup extension information pertinent to each workgroup.
Example:
Suppose you use virtual extension 700 to log in to Call Router, and you have 
two workgroups, Sales and Support, with the following agent and workgroup 
extensions:
                                                                         Sales               Support
Workgroup extension number                         500                    600
Call Router virtual extension number            700                    700
For both workgroups, you want Call Router to check incoming calls for 
Caller ID and IVR Path, and to play the WG queue status if a match is found 
and all agents are busy.  
						

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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.  
						

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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: 
						

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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 :