Altigen Advanced Call Router User manual

Advanced Call Router™

Manual

05/2004 0000-0001-5.0

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: [email protected]

Web site: www.altigen.com

TRADEMARKS

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

AltiConsole, AltiAdmin, ACM Admin, AltiVRPlayer, Zoomerang, and

Dynamic Messaging are trademarks or registered trademarks of AltiGen

Communications, Inc.

All other brand names mentioned are trademarks or registered trademarks

of their respective manufacturers.

05/2004 0000-0001-5.0

Advanced Call Router Manual i

Contents

NewinVersion5.0 .....................................1

Installation ............................................1

DatabaseUpgrade ......................................2

CallRouterDBUpdateTool.............................2

ToConfigure/RunAdvancedCallRouter: ...................3

AdvancedCallRouterRouteRules.........................5

CreatingRouteRules..................................6

ViewingAdvancedCallRouterHistoryMenu ..............9

ShowWorkgroupStatus...............................11

ClearingAdvancedCallRouterHistoryData ................12

AdditionalAdvancedCallRouterFeatures................13

TestingCallRouter ....................................19

TestingSQLServerDatabase...........................22

Advanced Call Router Manual ii

Advanced Call Router

Advanced Call Router Manual 1

Advanced Call Router

Advanced Call Router is the standard Call Router application plus call

router service. Advanced Call Router requires the purchase and activation

of a 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 “Avd - Data Directed Routing, with Application set to the

virtual extension you use to start Call Router. For further

information on configuring Auto Attendants, refer to the Auto

Attendant Configuration chapter of the AltiWare System

Administration Manual and the AltiAPI Programmer Guide.

New in Version 5.0

•Setting Call Priority - when a call data element matches one of the

business rules configured in Advanced Call Router’s database, the

priority of this call can be set to a pre-defined value configued in the

matched business rule.

•Extensionpasswordprotectionforlogins- AltiServ maintains a

counter for each extension to track login failures. Up to 8 login

attempts are allowed, after which login will be disabled from 1 to 24

hours (depending on the Adminstrator’s setting).

Installation

To install Advanced Call Router, run the .exe file from the Advanced Call

Router folder of the AltiWare 5.0 Installation CD. 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). Click Next to proceed.

To select a different location, use the Browse button to choose the new

destination.

Note: Advanced Call Router Service requires the purchase and

activation of the Advance Call Router license.

Database Upgrade

2Advanced Call Router Manual

Database Upgrade

If a user has Basic Call Router installed to a machine without AltiServ, the

user will not be able to upgrade the Basic Call Router’s database to the

Advanced Call Router’s database.

If a user has Basic Call Router already installed to a machine running

AltiServ, then Basic Call Router’s database will be upgraded automatically

if the Advanced Call Router is installed on the machine.

If the user wants to re-use routing rule information from Basic Call Router,

the user should perform a fresh install of Advanced Call Router to the

machine running AltiServ. From there, the user can use the CRDBUpdate

tool to update the Basic Call Router’s database to the Advanced Call

Router’s database.

After upgrading all the old rules from the Basic Call Router’s database,

they can then be re-used by Advanced Call Router.

Call Router DBUpdate Tool

Important: Before using the CRDBUpdate tool to update Basic Call

Router’s database to Advanced Call Router’s 5.0 database,

please stop Advanced Call Router service and/or Basic Call

Router.

To run the Call Router DB update tool:

1. Open CRDBUpdate.exe.

2. Browse and/or select the 4.6 Basic Call Router’s database at “Source

database,” (default name - “callrouter.mdb.”)

3. Browse and/or select the 5.0 Advanced Call Router’s database as the

“Destination database,” (default name -“callrouter.mdb.”)

Figure 1. Call Router DBUpdate tool

Advanced Call Router

Advanced Call Router Manual 3

4. Afterselectingthetwodatabases,presstheUpgradebuttontoupgrade

the 4.6 Basic Call Router’s database to the 5.0 Advanced Call Router’s

database.

5. After updating the database, restart the Advanced Call Router’s

service for the changes to take effect.

6. If the Basic Call Router and Advanced Call Router are installed on

different machine, the user can simply share the Basic Call Router

database file for conversion or copy the callrouter.mdb file to the

machine running Advanced Call Router for conversion.

Notes:

• The tool will copy the source database to overwrite destination

database. If the user wants to keep destination database infomation,

please backup destination database before upgrade.

• If Basic Callrouter and Altiserv are installed on the same machine, the

installation of Advanced Call Router will automatically upgrade the

Basic Call Router database. So after installing Advanced Call Router,

the user does need not to manually run this tool.

To Configure/Run Advanced Call Router:

1. Launch Call Router from Start>Programs.

2. Click the Connect button to enter the Call Router Server Name or IP

address to connect to, then click OK.

To Configure/Run Advanced Call Router:

4Advanced Call Router Manual

To disconnect from this server, click the Disconnect button.

3. Select Operation>Logon Info.

4. In the Logon Info window, enter the Server Name and Default

Virtual Extension and Password, that Advanced Call Router will

connect to, 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: AltiServ maintains a counter for each extension to track login

failures. Up to 8 login attempts are allowed, after which login

will be disabled from 1 to 24 hours (depending on the

Adminstrator’s setting).

5. Click Startto run Advanced Call Router. When AdvancedCall Router

is stopped, you can configure the server and login information.

6. Route Rules and Show Monitor can be configured while Advanced

Call Router is started.

Advanced Call Router

Advanced Call Router Manual 5

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/delete

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.

•TheDefault 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 Route Rules

6Advanced Call Router Manual

DefaultRoutingActionoptions: NoAction,GotoTopLevel,Goto

Menu Item, 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),MailboxAccess,Disconnect,SystemCallback,CollectDigits

(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 Route Rule from the Operation menu.

2. Click the Add button to open a new Route Rule or Modify to modify

an existing rule in the Rules List window.

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