AltiGen comm Network Card Advanced Call RouterTM User Manual

Advanced Call Router™  
Manual  
12/2006 4510-0001-5.1  
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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  
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Advanced Call Router  
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. Run the .exe file from the Advanced Call Router folder of the AltiWare  
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  
(default is C:\Program Files\AltiGen\Call Router). To select a 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.  
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Database Upgrade  
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 infomation, 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 Upgrade button to upgrade  
the 5.0A Basic Call Router’s database to the 5.1 Advanced Call  
Router’s database.  
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Advanced Call Router  
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.  
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Advanced Call Router Route Rules  
4. In the Logon Info window, enter the Server Name 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 Adminstrator).  
5. Click Start to run Advanced Call Router. When Advanced 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 >  
Route Rule to open the Route Rule List window. This window also allows  
you to view existing route rules, and modify and delete route rules.  
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Advanced Call Router  
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.  
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Advanced Call Router Route Rules  
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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Advanced Call Router  
3. In the Rule Name field, enter or modify the rule name.  
4. Select the data to match against routing rules.  
If Caller 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.  
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Advanced Call Router Route Rules  
• 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, 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—see below), Other DDR Application (specify target data in  
accompanying text box), Play WG Queue Status (specify target data in  
accompanying text box—see Note below).  
Collect Digit Dialog Box  
Tag name - for example, “password” (gathered from a response  
to an Auto Attendant prompt or another AltiLink Plus  
application)  
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Advanced Call Router  
PSTN and Web Timeout values  
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. Enter optional data to match against the routing rule:  
Set Call Priority—Check the box and choose a call priority level.  
Set Call SKLR—Check the box and choose an SKLR level.  
User Data—Gathered from a response to an Auto Attendant  
prompt or another AltiLink Plus application.  
Push URL (AltiWeb only).  
Prompt—The 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 View > Select Column.  
2. In the Select Columns dialog box, select the following columns to  
display in the Call Router history window:  
Caller ID  
IVR Path  
IVR data  
DNIS  
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Advanced Call Router Route Rules  
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,  
IVR Path, IVR data and DNIS, all collected via real-time monitoring.  
Note: IVR Path 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”; if 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 History window, 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.  
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Advanced Call Router  
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.  
Show Workgroup Status  
To view real-time data on incoming trunks to workgroup, select View >  
Show Workgroup Status.  
The main window box displays the following workgroup fields: ID,  
Agents, Longest Idle Time, Service Level, Queue, Average Delay  
and Default Wait Time.  
Add button—Click Add to log on to a workgroup whose incoming  
trunk call data you want to monitor. This opens a Log On Work Group  
dialog box.  
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Advanced Call Router Route Rules  
Enter the workgroup extension as the WorkGroup ID and password,  
and enter the virtual extension’s password. In the field for Default  
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 - 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 Administrator  
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.  
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Advanced Call Router  
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” and locate the  
Call Router.csv file.  
2. Open Call Router.csv and delete all contents.  
3. Save and close Call Router.csv.  
Additional Advanced Call Router Features  
Building SQL Queries  
To build an SQL query that Call Router will send to your database, use the  
CallerId Datasource dialog box. The customer information retrieved from  
your database will be used in the routing rule.  
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Clearing Advanced Call Router History Data  
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 a 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  
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, IVR  
Path, 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  
query will be shown in the Data column 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 “Advanced Call Routing” name. The  
workgroup extension information you specify in the rule 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 AltiWare Administrator, you must configure one of the Auto  
Attendant numbers to which Call Router is assigned to “Advanced Call  
Router.” 1) Enter the same “Item Name” you use in the rule discussed  
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Advanced Call Router  
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  
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:  
Suppose you use virtual extension 700 to log in to Call Router, and you  
have two workgroups, Sales and Support, with the following agent and  
workgroup extensions:  
Sales  
500  
Support  
600  
Workgroup extension number  
Call Router virtual extension number  
700  
700  
For both workgroups, you want Call Router to check incoming calls for  
Caller ID and IVR Path, and to play the WG queue status if a match is found  
and all agents are busy.  
In AltiWare Administrator, 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.  
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Clearing Advanced Call Router History Data  
For Sales, you create a rule as shown below.  
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Advanced Call Router  
Similarly, for Support, you create a rule as shown below.  
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Clearing Advanced Call Router History Data  
In the Monitor window, click Add to log on to Sales, entering both the  
workgroup extension & password and the virtual extension & password  
you specified in the “Auto Attendant Sales Queue Announcement” rule:  
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Advanced Call Router  
In the Monitor window, click Add to log on to Support, entering both the  
workgroup extension & password and the virtual extension & password  
you specified in the “Auto Attendant Sales Queue Announcement” rule:  
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Testing Call Router  
The Monitor window shows that Call Router is logged on to both  
workgroups. Calls to each workgroup will be checked against the rules and  
will trigger a queue announcement if a match is found and all agents are  
busy.  
Testing Call Router  
To test the performance of Call Router, you can access a test tool from the  
Call Router main menu. Call Router must be stopped in order to run the  
test.  
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Advanced Call Router  
To test Call Router:  
1. With Call Router function stopped, go to Test in the Tool drop-down  
list of the Call Router main menu for the Test dialog box.  
2. In the Configuration fields, you can input the following test  
parameters:  
Number of concurrent calls  
Interval between calls  
Number of test cycles  
For example, inputting 5 for concurrent calls, 3 for interval between  
calls, and 4 for test cycles means that every 3 seconds, there will be 5  
concurrent call requests to Call Router. Total cycles of concurrent  
requests will be 4 times.  
3. After inputting the test parameters, click Start. During the test, you  
can click Stop to stop the test. The title of the Test dialog box will be  
shown as “Test(Started)” while running.  
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Testing Call Router  
The total calls processed and average time per call will be updated in  
real-time during the test. You will know how many calls were  
processed and the average response time per call at that time.  
4. After the test has finished, the title of the Test dialog box will be  
shown as “Test(Stopped).”  
5. The Total calls that Call Router processed and Average response  
time per call of this test will be shown in the Result fields.  
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Advanced Call Router  
Testing SQL Server Database  
To test SQL server database access performance of Call Router:  
1. Add a database for the SQL server.  
For example, for a database “calldb” and table name “RTMCALL”,  
10,000 records are added to the table.  
Note: Because the data of DDR request has been hard coded, if you want  
a rule match, you need to add the record to the table. The caller ID  
of test request will be “1039470405.” IVR Path of test request will  
be “0&9.”  
To use the “SessionId” field in the table to match caller ID of the request,  
you must add a record to the table and set the SessionId value to  
“1039470405”. Then during match process, the matched result will be true.  
2. Add a data source to “ODBC” configuration in Windows.  
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Testing Call Router  
The “TestSQL” is the newly added data source. This data source is  
connected to the SQL server’s “calldb” database.  
3. In Call Router, add a rule to access database.  
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Advanced Call Router  
You can change the rule configuration to fit your own conditions.  
During the test, Call Router will use this rule to match the DDR  
request. When using this rule, Call Router will access the SQL server  
to execute the SQL query.  
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Testing Call Router  
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