Altigen Advanced Call Router User manual

Advanced Call Router™

Manual

2/2008 4510-0001-5.2

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.

4555 Cushing Blvd.

Fremont, CA 94538

Telephone: 510-252-9712

Fax: 510-252-9738

E-mail: info@altigen.com

Web site: www.altigen.com

TRADEMARKS

AltiGen, AltiServ, AltiWare, AltiContact Manager, AltiReach, AltiLink,

AltiConsole, AltiAdmin, ACM Admin, AltiVRPlayer and Zoomerang are

trademarks or registered trademarks of AltiGen Communications, Inc.

All other brand names mentioned are trademarks or registered trademarks

of their respective manufacturers.

4510-0001-5.2

Advanced Call Router Manual i

Contents

New in Previous Release, 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

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 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

virtualextension you use to configureCallRouter.For information

on configuring auto attendants, refer to the Auto Attendant

Configuration chapter of the AltiWare Administration Manual.

New in Previous Release, 5.1

Supports the SKLR (Skill Level Requirement) setting added to AltiWare

ACM Administrator 5.1.

Installation

To install Advanced Call Router,

1. Runthe.exe file from the Advanced CallRouterfolderoftheAltiWare

5.2 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

(defaultisC:\Program Files\AltiGen\CallRouter). Toselect adifferent

location, use the Browse button to choose the new location.

3. Click Next to proceed.

Note: Advanced Call Router Service requires the purchase and

activation of the Advanced Call Router license.

To Configure/Run Advanced Call Router

2Advanced Call Router Manual

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. Select Operation > Logon Info.

Advanced Call Router

Advanced Call Router Manual 3

4. In the LogonInfowindow,entertheServerNamethatAdvanced 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

AltiWare Administrator).

5. ClickStartto run Advanced Call Router.WhenAdvanced 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 >

RouteRuleto open the RouteRuleListwindow. This window also allows

you to view existing route rules, and modify and delete route rules.

Advanced Call Router Route Rules

4Advanced 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 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.

Advanced Call Router

Advanced Call Router Manual 5

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 Route Rules

6Advanced Call Router Manual

3. In the Rule Name field, enter or modify the rule name.

4. Select the data to match against routing rules.

•IfCaller 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.

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