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.
Copyright © AltiGen Communications, Inc. 2008. All rights reserved.
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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