Évaluations - 5, GPA: 4
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Facilité d'utilisation
(The virtual extension that Call Router uses does not have to be a member of the workgroup.) Specify this workgroup extension in the textbox that appears when you select Play WG Queue Status. (See “Queue Announcements” on page 13.) 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 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. 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. 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 anticipated 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 information on configuring Auto Attendants, refer to the “Auto Attendant Configuration” chapter of the MAXCS Admin Manual. 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” 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. 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...