Altigen | Advanced Call RouterTM | Advanced Call Router™

Advanced Call
Router™
Manual
12/2010
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.
410 East Plumeria Dr.
San Jose, CA 95134
Telephone: 888-AltiGen (258-4436)
Fax:
408-597-9020
E-mail:
info@altigen.com
Web site:
www.altigen.com
TRADEMARKS
MaxACD, MaxACD Administrator, MaxAgent, MaxSupervisor,
MaxInSight, MaxReports, VRManager, and Enterprise Manager 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., 2010. All rights reserved.
Contents
Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
To Configure/Run Advanced Call Router . . . . . . . . . . . . . . . . . . . . 2
Advanced Call Router Route Rules . . . . . . . . . . . . . . . . . . . . . . . . . 3
Creating Route Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Viewing Advanced Call Router History Menu . . . . . . . . . . . . . . 8
Show Workgroup Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Clearing Advanced Call Router History Data . . . . . . . . . . . . . . . . 12
Additional Advanced Call Router Features . . . . . . . . . . . . . . . . . . 12
Testing Call Router . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Testing SQL Server Database. . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Advanced Call Router Manual
i
Advanced Call Router Manual
ii
Advanced Call Router
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 extension you use to configure Call Router.
Installation
To install Advanced Call Router,
1.
Run the .exe file from the Advanced Call Router folder of the
MaxACD installation CD.
2.
When prompted, enter the 20-digit license key for Advanced Call
Router in the field and click Next.
Setup will confirm the destination for the Call Router application
(default is C:\Program Files\AltiGen\Call Router). To select a different
location, use the Browse button to choose the new location.
3.
Click Next to proceed.
Advanced Call Router Manual
1
To Configure/Run Advanced Call Router
To Configure/Run Advanced Call Router
1.
Launch Call Router from the Windows Start menu.
2.
Click the Connect button to enter the Call Router Server Name or IP
address to connect to, then click OK.
To disconnect from this server, click the Disconnect button.
3.
2
Select Operation > Logon Info.
Advanced Call Router Manual
Advanced Call Router
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 automatically, after the system restarts or after
Advanced Call Router service has 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
MaxACD).
5.
Click Start to run Advanced Call Router. When Advanced Call Router
is stopped, you can configure the server and 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 will 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 Manual
3
Advanced Call Router Route Rules
• 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 dialog box to modify the record
selected in the Record List.
• Delete - deletes the record selected 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.
4
Advanced Call Router Manual
Advanced Call Router
Default Routing Action options: No Action, Goto Top Level,
Repeat Current Level, Call to Extension/Workgroup, Call to
Operator, Dial by Name, Collect Extension, Directory Service,
Record Message (specify target data in accompanying text box),
Mailbox Access, Disconnect, System 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 Operation > 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.
Advanced Call Router Manual
5
Advanced Call Router Route Rules
3. In the Rule Name field, enter or modify the rule name.
4. Select the data to match against routing rules.
•
If Caller Info contains—lets you select Call Route Request data to
match against the customer record.
a) Select “Match one” or “Match all” from the drop-down list.
b) Select the items you want.
c) Click in the Data column and type to specify the data.
To manually specify data for 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
digits, or “?” for a single digit.
6
Advanced Call Router Manual
Advanced Call Router
For example, if you specify Call ID Data “510252*,” this will
match all Caller IDs 510-252-xxxx. If you specify Call ID Data
“510252????,” this will match 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 Target action for Call Router to perform when Call Route
Request data matches this record.
Target action options: No Action, Goto Top Level, Repeat Current
Level, Call to Extension/Workgroup, Call to Operator, Dial by Name,
Collect Extension, Directory Service, Record Message (specify target
data in accompanying text box), Mailbox Access, Disconnect, System
Callback, Collect Digits (specify fields in accompanying Collect Digit
dialog box—see below), Other DDR Application (specify target data in
accompanying text box), Play WG Queue Status (specify target data in
accompanying text box—see Note below).
Collect Digit Dialog Box
•
Tag name - for example, “password” (gathered from a response
to an Auto Attendant prompt or another AltiGen SDK
application)
•
Minimum Digits and Maximum Digits to collect
•
PSTN timeout value
Advanced Call Router Manual
7
Advanced Call Router Route Rules
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 13.)
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:
•
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 AltiGen SDK application, or the text an agent
typed in the User Data dialog box using the method DISP=
•
Prompt—The prompt to play to the callee.
7. Click OK.
Viewing Advanced Call Router History Menu
The Advanced Call Router window gives a history of all incoming trunk
calls to Advanced Call Router.
To specify Call Router History window content
1.
Choose View > Select Column.
2. In the Select Columns dialog box, select the following columns to
display in the Call Router history window:
8
•
Caller ID
•
IVR Path
•
IVR data
•
DNIS
Advanced Call Router Manual
Advanced Call Router
Call Route Request Data
The “Call Router Request” message sent by MaxACD to Call Router
contains data about the incoming call, which Call Router attempts to match
against your routing rules. Call Route Request data consists of Caller ID,
IVR Path, IVR data and DNIS, all collected via real-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 assignment 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” message, sent from Call Router to MaxACD,
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 routing) and Result (how and where the call was
routed), all collected via real-time monitoring.
Advanced Call Router Manual
9
Advanced Call Router Route Rules
Note:
If no match is found between the Call Route Request Data and the
routing rules, the call is routed according to the business rules 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 the 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. This opens a Log On Work Group
dialog box.
10 Advanced Call Router Manual
Advanced Call Router
Enter the workgroup extension as the WorkGroup ID and password,
and enter the virtual extension’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 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.
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.
Advanced Call Router Manual
11
Clearing Advanced Call Router History 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.
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.
12 Advanced Call Router Manual
Advanced Call Router
To open the Datasource dialog box, right-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 information for the database.
2. Enter information for the database you are querying against. For
example:
DSN - BankAccount
Table Name - AccountBalance
Matched Field Name - CustomerPhoneNumber
Matched Field Data Type - char
Note: as you build the query, the SQL query sentence will appear in
the window at the bottom.
3. Specify the condition for this query.
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
MaxACD. 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
Advanced Call Router Manual
13
Additional Advanced Call Router Features
requirement to use the same virtual agent extension if you are writing
several different queue announcement rules.
2. In MaxACD Administrator, 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.
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.
In MaxACD Administrator, you configure the Auto Attendant to which
Call Router is assigned as shown below. (The example uses Auto Attendant
2.) Note that you must enter a different Item Name for each level.
14 Advanced Call Router Manual
Advanced Call Router
For Sales, you create a rule as shown below.
Advanced Call Router Manual
15
Additional Advanced Call Router Features
Similarly, for Support, you create a rule as shown below.
16 Advanced Call Router Manual
Advanced Call Router
In the Monitor window, click Add to log on to Sales, entering both the
workgroup extension & password and the virtual extension & password
you specified in the “Auto Attendant Sales Queue Announcement” rule:
Advanced Call Router Manual
17
Additional Advanced Call Router Features
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 “Auto Attendant Sales Queue Announcement” rule:
18 Advanced Call Router Manual
Advanced Call Router
The Monitor window shows that 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 tool from the
Call Router main menu. Call Router must be stopped in order to run the
test.
Advanced Call Router Manual
19
Testing Call Router
To test Call Router:
1.
With Call Router function stopped, go to Test in the Tool drop-down
list of the Call Router main menu for the Test dialog box.
2.
In the Configuration fields, you can input the following test
parameters:
• Number of concurrent calls
• Interval between calls
• Number of test cycles
For example, inputting 5 for concurrent calls, 3 for interval between
calls, and 4 for test cycles means that every 3 seconds, there will be 5
concurrent call requests to Call Router. Total cycles of concurrent
requests will be 4 times.
3.
After inputting the test parameters, click Start. 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.
20 Advanced Call Router Manual
Advanced Call Router
The total calls processed and average time per call will be updated in
real-time during the test. You will know how many calls were
processed and the average response time per call at that time.
4.
After the test has finished, the title of the Test 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.
Advanced Call Router Manual
21
Testing Call Router
Testing SQL Server Database
To test SQL server database access performance of Call Router:
1.
Add a database for the SQL server.
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 has been hard coded, if you want
a rule match, you need to add the record to the table. The caller ID
of test request will be “1039470405.” IVR Path of test request will
be “0&9.”
To use the “SessionId” field in the table to match caller ID of the request,
you must add a record to the table and set the SessionId value to
“1039470405”. Then during match process, the matched result will be true.
2.
Add a data source to “ODBC” configuration in Windows.
22 Advanced Call Router Manual
Advanced Call Router
The “TestSQL” is the newly added data source. This data source is
connected to the SQL server’s “calldb” database.
3.
In Call Router, add a rule to access database.
Advanced Call Router Manual
23
Testing Call Router
You can change the rule configuration to fit your own conditions.
During the test, Call Router will use this rule to match the DDR
request. When using this rule, Call Router will access the SQL server
to execute the SQL query.
24 Advanced Call Router Manual
Download PDF

advertising