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.
Copyright © AltiGen Communications, Inc. 2004. All rights reserved.
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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