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: [phone]
Fax: [phone]
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

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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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Advanced Call Router Manual 7
3. EnterormodifytheRule Name in this field.
4. Select the data to match against routing rules.
•If Callee Info contains - lets you select Call Route Request data to
match against the customer record.
a) Select “Match one”or“Match all” from the dropdown 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.
Notes:
• Caller Entered Digits must be numeric only.
• You can enter “*” as a wildcard character for any length of digits,
or “?” for a single digit.
For example, if you specify Call ID Data “510252*,” this will
match all Caller IDs 510-252-xxxx. If you specify Call ID Data
“510252????,” this will match all Caller IDs 510 252-xxxx.
To specify data from an existing database, right-click the item,
select From user database, and enter information in the
DataSource dialog box.
5. Select a Target action for Call Router to perform when Call Route
Request data matches this record.
Target action options: No Action, Goto Top Level, 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), Mailbox Access,
Disconnect, System Callback, Set Call Priority (set extension that has
call priority and specify the call priority level), Collect Digits (specify
fields in accompanying Collect Digit dialog box, seeNotebelow),
Other DDR Application (specify target data in accompanying textbox),
Play WG Queue Status (specify target data in accompanying text box,
see Note below).

Advanced Call Router Route Rules
8Advanced Call Router Manual
Note: Collect Digit Dialog Box
•Tagname- forexample,“password”(gatheredfroma response
to an Auto Attendant prompt or another AltiLink Plus
application)
•Minimum Digits and Maximum Digits to collect
•PSTN and Web Timeout values
•IVR Data - for example, “username=Michael” (gathered from
a response to an Auto Attendant prompt or another AltiLink
Plus application)
Note: Play WG Queue Status - if you select “Play WG Queue
Status,” Advanced Call Router must log on as a workgroup
extension with password and Call Router’s virtual extension
and password. Specify this workgroup extension in the textbox
that appears when you select Play WG Queue Status.(See
“Queue Announcements” on page 14.)
If you want to apply the “Play WG Queue Status”Target
action to several different workgroups, you must create separate
rules for each.
6. (future release) Enter optional data to match against the routing rule:
• User Data (gathered from a response to an Auto Attendant prompt
or another AltiLink Plus application)

Advanced Call Router
Advanced Call Router Manual 9
• Push URL (AltiWeb only)
• the number of prompt to play to the callee
7. Click OK.
Viewing Advanced Call Router History Menu
The Advanced Call Router window gives a history of all incoming trunk
calls to Advanced Call Router.
To specify Call Router History window content:
1. Choose Select Column from the View Menu.
2. In the Select Columns dialog box, select the columns to display in the
Call Router history window the following:
• Caller ID
• Entered Digit
•IVRdata
•DNIS

Advanced Call Router Route Rules
10 Advanced Call Router Manual
Call Route Request Data
The “Call Router Request” message sent by AltiServ to Call Router
contains data about the incoming call, which Call Router attempts to match
against your routing rules. Call Route Request data consists of Caller ID,
(Caller) Entered Digits, IVR data and DNIS, all collected via real-time
monitoring.
Note: Caller Entered Digits shows the Auto Attendant assignment for the
workgroup that receives the call. If the workgroup’s AA
assignment is 5, this item shows “0 & 5”; is the AA assignment is
3, the item shows “0 & 3,” and so on. The “0” indicates transfer to
an Auto Attendant.
Call Route Response Data
The “Call Route Response” message, sent from Call Router to AltiServ,
contains the search results of the Call Route Request Message. In the Call
Router Historywindow, this data shows how Call Router handled each call.
Call Route Response data includes Matching Record (routing rule Call
Router referred to for call routing) and Result (how and where the call was
routed), all collected via real-time monitoring.
Note: If no match is found between the Call Route Request Data and the
routing rules, the call is routed according to the business rules that
check monitored workgroups for the longest available agent,
maximum service level, and minimum expected delay.

Advanced Call Router
Advanced Call Router Manual 11
Show Workgroup Status
To view real-time data on incoming trunks to workgroup, select Show
Workgroup Status from the View menu.
• The main window box displays the following workgroup fields: ID,
Agents,Longest Idle Time,Service Level,Queue,Average Delay
and DefaultWaitTime.
•Add button - Click Add tologontoaworkgroupwhoseincoming
trunk call data you want to monitor. This opens a Log on Work Group
dialog box.
Enter the workgroup extension as the WorkGroup ID and password,
and enter the virtual extension’s password.InthefieldforDefault

Clearing Advanced Call Router History Data
12 Advanced Call Router Manual
Wait Time in Queue, type in the desired minutes. (By default, the
Extension ID field is grayed out.)
•Delete button - click Delete to remove the selected workgroup from
the display.
•Change Default Wait Time - click this button to change the default
wait time associated with the workgroup queue.
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.
If you want to announce queue status to callers (Target action of
any routing rule is “Play WG Queue Status,”) complete the Virtual
Extension ID and Virtual Extension password fields using the
workgroup agent extension (and its password) specified in the rule.
To log on to multiple workgroups:
• Click Add again and enter the next Workgroup ID and Password.
•Change Start Calculate Call Count - click this button to change the
starting point for the number of calls to be reached for Call Router to
start calculating call data.
Clearing Advanced Call Router History Data
To clear data from the Advanced Call Router History window:
1. Go to the directory “Program Files/AltiGen/Call Router” where Call
Router.exe resides, locate the Call Router.csv file.
2. Open Call Router.csv and delete all contents.
3. Save and close Call Router.csv.

Advanced Call Router
Advanced Call Router Manual 13
Additional Advanced Call Router Features
Building SQL Queries
To build an SQL query that Call Router will send to your database, use the
CallerIdDatasourcedialog box.The customer information retrieved from
your database will be used in the routing rule.
To open the Datasource dialog box, right-click on a data Item you want to
specify using information from an existing database. Select From user
database:
To build and SQL query:
1. Enter User Name and Password information for the database.
2. Enter information for the database you are querying against. For
example:
DSN - BankAccount
Table Name - AccountBalance

Clearing Advanced Call Router History Data
14 Advanced Call Router Manual
Matched Field Name - CustomerPhoneNumber
Matched Field Data Type - char
Note: as you build the query, the SQL query sentence will appear in
the window at the bottom.
3. Specify the condition for this query.
a. Select the Caller Match Item data for this query - Caller ID,
CallerEnteredDigits,Dnis,Item name or IVR data.
b. Add any additional condition. For example Where - &&
Balance>1000
4. Click OK. You will be returned to the Rule dialog box, where the SQL
querywillbeshownintheDatacolumn and the database will be shown
in the DSN column.
Queue Announcements
You can use Advanced Call Router to inform callers of their position in a
workgroup queue. There are two requirements:
1. In Call Router, you must create a rule with Target action “Play WG
Queue Status.” In addition, enter an Item Name that matches the name
of the Auto Attendant’s “Data Directed Routing” name. The workgroup
extension information you specify in therule must also be entered when
Call Router logs on in the Monitor window. Thus, it is a requirement
to use the same virtual agent extension if you are writing several
different queue announcement rules.
2. In AltiAdmin, you must configure one of the Auto Attendant numbers
to which Call Router is assigned to “Data Directed Routing.” 1) Enter
the same “Item Name” you use in the rule discussed immediately
above. 2) Replace the “No Action” level with “Call – to Ext./
Workgroup,” and enter the workgroup extension number. For further
information on configuring Auto Attendants, see the AltiWare OE
System Installation and Administration Manual and the AltiAPI
Programmer Guide.
If your organization has multiple workgroups and you want queue
announcement for several or all of them, you must create separate rules for
each, with workgroup extension information pertinent to each workgroup.
Example:

Advanced Call Router
Advanced Call Router Manual 15
You use virtual extension 700 to log in to Call Router. You have two
workgroups, Sales and Support, with the following agent and workgroup
extensions:
Sales Support
Workgroup extension number 500 600
Call Router virtual extension number 700 700
For both workgroups, you want Call Router to check incoming calls for
Caller ID and Caller Entered Digits, and to play the WG queue status if a
match is found and all agents are busy.
In AltiAdmin, you configure the Auto Attendant to which Call Router is
assigned as shown below. (The example uses Auto Attendant 2.) Note that
you must enter a different Item Name for each level.

Clearing Advanced Call Router History Data
16 Advanced Call Router Manual
For Sales, you create a rule as shown below.