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 stopped, go to  T
 est in the Tool drop-down list 
of the Call Router main menu for the  Test dialog box. 
						

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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
 art. During the test, you can 
click  Stop  to stop the test. The title of the  Test dialog box will be shown 
as “ Test(Started) ” while running. 
						

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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. 
						

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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 that 
data to the UserData field. UserData can be displayed in MaxAgent and 
can be used by the SDK.
With these new options, Advanced Call Router can retrieve data from the 
database to set the call transfer target, priority, skill level, and user data, so 
that one rule can perform multiple actions.
When Advanced Call Router uses call information (Caller ID, IVR input, 
ItemName, or DNIS) to query the database, it can receive one of the 
following results:
•No match – No matching records are found; Advanced Call Router will 
continue to the next rule.
•One match – One matching record is found; Advanced Call Router will 
set the call properties (Priority, Skill, and UserData) if configured, and 
then will route the call according to the target number in the record.
•Mutliple matches – More than one matching record was found; 
Advanced Call Router will set the call properties (Priority, Skill, and 
UserData) if configured, and route the call according to the target 
number in the first record.
While configuring rules, be aware of the following behavior:
•If the target extension does not exist, then Advanced Call Router will 
behave as if no match was found, and continue to the next rule.
•If the Priority or Skill value is out of range (1-9), then the priority and skill 
level will not be set. Instead, the original priority and skill level will be 
used for the call.
•If the query statement or the next rule is configured incorrectly, then 
Advanced Call Router will behave as if no match was found and will 
continue to the next routing rule. If the last rule is reached and no match 
is found, then the default route will be used.
The next figure shows an example where calls come in with different IVR 
tags. Advanced Call Router searches the database and then retrieves 
Target field data for the destination extension. 
						

							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

 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.
Here is an example of the data in this table (the table name is  RouteTable ):
Product NumberExtension
5001 101
5002 102
5003 103 
						

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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  Call Router 
to retrieve this field from the matching record and use that da ta as the call's 
routing target.
Advanced Call Router will use the IVR tag name called  Pro
 ductID to search 
the  ProductNumber  field in the RouteTable  table. When a matching record 
is found, Advanced Call Router will use the data in the  Extension field as the 
call's routing target. In this  scenario, the automated SQL query statement 
suffices; no additional search c riteria are needed for the target information. 
						

							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.
Here is an example of the data in this table (the table name is  RouteTable ):
Product NumberExtensionPrioritySkill
5001 10114
5002 10235
5003 10356
The call router data source coul d be configured as shown in the  following 
figure: 
						

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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 these values 
from the matched record and use s the values to route the call and set call 
properties.
In this case, the program-gener a
 ted query statement is enough; no 
additional search c riteria are needed. 
						

							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 data in this table:
Product NumberDestination
5001 1001
5002 1002
5003 1003
Here are the fields in the AgentTable table:
Field NameField TypeDescription
Destination TextThe transfer destination.
Extension TextThe destination extension number.
Priority NumberThe call priority.
Skill NumberThe required skill level 
 for the agent.
Here is an example of the data in this table:
DestinationExtensionPrioritySkill
1001 10114
1002 10235
1003 10356
Both tables have a "Destination"  field, which will be used to link records of 
the two tables.