Altigen Advanced Call RouterTM manuale d’uso

Advanced Call Router ™ Manual 11/2007 Versio n 2 4510-00 01-5.1[...]

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 telecommuni cat ion s system that is immune to this type of cri minal activity. Alt iGen Communications, In c. will not accept liability for any damages, including long distance[...]

Advanced Call Router Manual i Contents New in Release 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Database Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Call Router DBUp[...]

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. A dvanced Call Router requires the purchase and activation of an Advanced Call Router license. Note: The workgroup to which incom ing tr unk calls w ill be routed via Call Router must[...]

Database Upgrade 2 Advanced Call Router Manual If Basic Call Router and AltiServ are installed on different machin es, you will not be able to upgrad e the Basic Call Router’s datab ase to the Advanced Call Router’s database. If you want to re-use routing rule info rmation from Basi c Call Router, you should perform a fresh install of Advanced [...]

Advanced Call Router Advanced Call Router Manual 3 6. After upgrading the database, rest art the Advanced Call Router’s service for the changes to take effect. 7. If the Basic Call Router and Adva nced Call Router are installed on different machines, you can simply share the Basic Call Router database file for conversion or copy the callrouter.m [...]

Advanced Call Router Route Rules 4 Advanced Call Router Manual 4. In the Logon Info window, enter the Server Name that Advanced Call Router will connect 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 automati cally , after the system rest[...]

Advanced Call Router Advanced Call Router Manual 5 • Add - opens a Custom Record dialog box, where you can create a new record and build the co nditions for th e record. • Modify - opens the Customer Record di alog box to mod i fy the record selected in the Record List. • Delete - deletes the record selected in the Record List. • Delete All[...]

Advanced Call Router Route Rules 6 Advanced Call Router Manual Default Routing Action options: No Action, Goto Top Lev el, Repeat Current Level, Call to Extension/Workgrou p, Call to Operator, Dial by Name, Collect Extension, Dir ectory Service, Record Message (specify target data in accompanying text box), Mailbox Access, Disconnect, Syst em Callb[...]

Advanced Call Router Advanced Call Router Manual 7 3. In t he Rule Name field, enter or modify the rule name. 4. Select the data to match again st routing rules. • If Caller Info contains —lets you select Call Route Request dat a to match against the customer record. a) Select “ Match one ” or “ Match all ” from the drop-down list. b) S[...]

Advanced Call Router Route Rules 8 Advanced Call Router Manual • You can enter “*” as a wildcard character for any length of digits, or “?” for a single digit. For example, if you specify Call ID Data “510252*,” thi s will match all Caller IDs 510-2 52-xxxx. If you specify Call ID Data “510252????,” this w ill match all Caller IDs[...]

Advanced Call Router Advanced Call Router Manual 9 • Minimum Digits and Maximum D igits to collect • PSTN and Web Timeout values Note: Play WG Queue Status - if you select “Play WG Queue Status,” Advanced Cal l Router mu st log on as a workgroup extension with password and Call Router’s virtual exte nsion and password. Specify this workgr[...]

Advanced Call Router Route Rules 10 Advanced Call Router Manual Call Route R equest Data The “Call Router Request” message sen t by Al tiServ to Call Router contains data about the incoming call, which Call Router att empts to match against your routi ng ru les. Call Route Request data consists of Caller ID , IVR Path, IVR data and DNIS, all co[...]

Advanced Call Router Advanced Call Router Manual 11 Note: If no match is found between the Call Route Request Dat a and the routing rules, the call is ro uted according to th e business rules that check monitored work groups for the longest available agent, maximum service level, and minim um expected delay. Show Workgroup Status To view real-time [...]

Advanced Call Router Route Rules 12 Advanced Call Router Manual Enter the work group extension as th e WorkGroup ID and password , and enter th e virtual extens ion’s password . In the field for Default Wait Time in Queue , type in the desired minutes. (By default, the Extension ID field is grayed out.) • Delete button—click Delete to remove [...]

Advanced Call Router Advanced Call Router Manual 13 Clearing Advanced Call Router History Data To clear data from the Adva nce d Call Router Hi story window: 1. Go to the directory “Program File sAltiGenCall Router” and locate the Call Router.csv file. 2. Open Call Router.csv and delete all contents. 3. Save an d close Call Router.csv . Addit[...]

Clearing Advanced Call Router History Data 14 Advanced Call Router Manual To open the Datasource dialog box, right-click on a data Item you wan t to specify using information from an existing database. Select From user database : To build a SQL query: 1. Enter User Name and Password informati on for the database. 2. Enter information fo r the datab[...]

Advanced Call Router Advanced Call Router Manual 15 immediately above. 2) Replace th e “No Ac tio n” level with “Call – to Ext./Workgroup,” and enter the work group extension number. For further information on configuring Auto Attendants, see the AltiWare Administration Manual and the AltiAPI Programmer Guide . If your organization has mu[...]

Clearing Advanced Call Router History Data 16 Advanced Call Router Manual For Sales, you create a rule as shown below.[...]

Advanced Call Router Advanced Call Router Manual 17 Similarly, for Support, you create a rule as shown below.[...]

Clearing Advanced Call Router History Data 18 Advanced Call Router Manual In the Monitor window, click Add to log on to Sales, entering bo th the workgroup exten sion & password and the virtual ext ension & password you specified in the “Auto Attendan t Sales Queue Anno uncement” rule:[...]

Advanced Call Router Advanced Call Router Manual 19 In the M onitor window, click Add to log on to Supp ort , entering both the workgroup extension & password and the vi rtual extension & password you specified in the “Auto Attendan t Sales Queue Announcement” rule:[...]

Testing Call Router 20 Advanced Call Router Manual The Monitor window show s that Call Router is logged on to both workgroups. Calls to each workgroup will be checked against the rules and will trigger a queue announcem ent if a m atch is found and all agents are busy. Testing Ca ll Rou ter To test the performance of Call Rout er, you can access a [...]

Advanced Call Router Advanced Call Router Manual 21 To test Call Router: 1. With Call Router functio n stopped, go to Test in the Tool drop-down list of the Call Router main menu for the Test dialog bo x. 2. In the Configuration fields, you can inp ut the follo wing test parameters: • Number of concurrent calls • Interval between calls • Numb[...]

Testing Call Router 22 Advanced Call Router Manual The total calls processed and average time per call w ill be updated in real-time during the test. You will kn ow how many calls were processed and the average response time per call at that time. 4. After the test has fini shed, the title of the Test di alog box will be shown as “ Test(Stopped) [...]

Advanced Call Router Advanced Call Router Manual 23 Testing SQL Server Database To test SQL server database access performance of Call Router: 1. Add a database for the SQL s erver. For example, for a database “calldb” and table name “RTMCALL”, 10,000 records are added to the table. Note: Because the data of DDR request ha s been hard coded[...]

Testing Call Router 24 Advanced Call Router Manual The “TestSQL” is the newly added da ta source. This data so urce is connected to the SQL serv er’s “calldb” database. 3. In Call Router, add a rule to access database.[...]

Advanced Call Router Advanced Call Router Manual 25 You can change the rule configuratio n to fi t your own conditions. During the t est, Call Rou ter will use th is rule to match the DDR request. When using this rule, Call Router will access the SQL server to execute the SQL query.[...]

Testing Call Router 26 Advanced Call Router Manual[...]