Altigen Advanced Call RouterTM User manual
Advanced Call Router™
Manual
11/2007 Version 2 4510-0001-5.1
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. 2006. All rights reserved.
4510-0001-5.1
Advanced Call Router Manual i
Contents
New in Release 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Database Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Call Router DBUpdate Tool. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
To Configure/Run Advanced Call Router . . . . . . . . . . . . . . . . . . . . 3
Advanced Call Router Route Rules . . . . . . . . . . . . . . . . . . . . . . . . . 4
Creating Route Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Viewing Advanced Call Router History Menu . . . . . . . . . . . . . . 9
Show Workgroup Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Clearing Advanced Call Router History Data . . . . . . . . . . . . . . . . 13
Additional Advanced Call Router Features . . . . . . . . . . . . . . . . 13
Testing Call Router . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Testing SQL Server Database. . . . . . . . . . . . . . . . . . . . . . . . . . . 23
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
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 Administration
Manual and the AltiAPI Programmer Guide.
New in 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.exefilefromtheAdvancedCallRouter folder oftheAltiWare
5.1 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:\ProgramFiles\AltiGen\CallRouter).To selecta different
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.
Database Upgrade
If Basic Call Router and Altiserv are installed on the same machine, the
installation of Advanced Call Router will automatically upgrade the Basic
Call Router database.
Database Upgrade
2Advanced Call Router Manual
If Basic Call Router and AltiServ are installed on different machines, you
will not be able to upgrade the Basic Call Router’s database to the
Advanced Call Router’s database.
If you want to re-use routing rule information from Basic Call Router, you
should perform a fresh install of Advanced Call Router to the machine
running AltiServ. From there, you can use the CRDBUpdate tool to update
the Basic Call Router’s database to the Advanced Call Router’s database.
After upgrading, the old rules from the Basic Call Router’s database can
then be used by Advanced Call Router.
Call Router DBUpdate Tool
This tool will copy the source database to overwrite the destination
database. If you want to keep the destination database information, please
back up the destination database before upgrade.
To upgrade Basic Call Router’s database to Advanced Call Router’s 5.1
database,
1. Stop Advanced Call Router service and/or Basic Call Router.
2. Run CRDBUpdate.exe.
3. Beside the Source database field, browse and select the 5.0A Basic
Call Router’s database (default name - callrouter.mdb)
4. Beside the Destination database field, browse and select the 5.1
Advanced Call Router’s database (default name - callrouter.mdb)
Figure 1. Call Router DBUpdate tool
5. After selecting the two databases, click the Upgradebutton to upgrade
the 5.0A Basic Call Router’s database to the 5.1 Advanced Call
Router’s database.
Advanced Call Router
Advanced Call Router Manual 3
6. After upgrading the database, restart the Advanced Call Router’s
service for the changes to take effect.
7. If the Basic Call Router and Advanced Call Router are installed on
different machines, you 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.
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 Route Rules
4Advanced Call Router Manual
4. Inthe LogonInfowindow, entertheServerName 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
AltiWare Administrator).
5. ClickStartto run Advanced Call Router.WhenAdvancedCallRouter
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 >
RouteRuletoopen the Route RuleListwindow. This window also allows
you to view existing route rules, and modify and delete route rules.
Advanced Call Router
Advanced Call Router Manual 5
•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 Route Rules
6Advanced Call Router Manual
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.
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