Manuale d’uso / di manutenzione del prodotto Advanced Call RouterTM del fabbricante Altigen
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Advanced Call Router ™ Manual 11/2007 Versio n 2 4510-00 01-5.1.
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 telecommuni cat ion s system that is immune to this type of cri minal activity.
Advanced Call Router Manual i Contents New in Release 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Database Upgrade .
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. A dvanced Call Router requires the purchase and activation of an Advanced Call Router license.
Database Upgrade 2 Advanced Call Router Manual If Basic Call Router and AltiServ are installed on different machin es, you will not be able to upgrad e the Basic Call Router’s datab ase to the Advanced Call Router’s database.
Advanced Call Router Advanced Call Router Manual 3 6. After upgrading the database, rest art the Advanced Call Router’s service for the changes to take effect. 7. If the Basic Call Router and Adva nced Call Router are installed on different machines, you can simply share the Basic Call Router database file for conversion or copy the callrouter.
Advanced Call Router Route Rules 4 Advanced Call Router Manual 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 .
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 co nditions for th e record. • Modify - opens the Customer Record di alog box to mod i fy the record selected in the Record List.
Advanced Call Router Route Rules 6 Advanced Call Router Manual Default Routing Action options: No Action, Goto Top Lev el, Repeat Current Level, Call to Extension/Workgrou p, Call to Operator, Dial by.
Advanced Call Router Advanced Call Router Manual 7 3. In t he Rule Name field, enter or modify the rule name. 4. Select the data to match again st routing rules. • If Caller Info contains —lets you select Call Route Request dat a to match against the customer record.
Advanced Call Router Route Rules 8 Advanced Call Router Manual • 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*,” thi s will match all Caller IDs 510-2 52-xxxx.
Advanced Call Router Advanced Call Router Manual 9 • Minimum Digits and Maximum D igits to collect • PSTN and Web Timeout values Note: Play WG Queue Status - if you select “Play WG Queue Status,” Advanced Cal l Router mu st log on as a workgroup extension with password and Call Router’s virtual exte nsion and password.
Advanced Call Router Route Rules 10 Advanced Call Router Manual Call Route R equest Data The “Call Router Request” message sen t by Al tiServ to Call Router contains data about the incoming call, which Call Router att empts to match against your routi ng ru les.
Advanced Call Router Advanced Call Router Manual 11 Note: If no match is found between the Call Route Request Dat a and the routing rules, the call is ro uted according to th e business rules that check monitored work groups for the longest available agent, maximum service level, and minim um expected delay.
Advanced Call Router Route Rules 12 Advanced Call Router Manual Enter the work group extension as th e WorkGroup ID and password , and enter th e virtual extens ion’s password . In the field for Default Wait Time in Queue , type in the desired minutes.
Advanced Call Router Advanced Call Router Manual 13 Clearing Advanced Call Router History Data To clear data from the Adva nce d Call Router Hi story window: 1. Go to the directory “Program File sAltiGenCall Router” and locate the Call Router.csv file.
Clearing Advanced Call Router History Data 14 Advanced Call Router Manual To open the Datasource dialog box, right-click on a data Item you wan t to specify using information from an existing database. Select From user database : To build a SQL query: 1.
Advanced Call Router Advanced Call Router Manual 15 immediately above. 2) Replace th e “No Ac tio n” level with “Call – to Ext./Workgroup,” and enter the work group extension number. For further information on configuring Auto Attendants, see the AltiWare Administration Manual and the AltiAPI Programmer Guide .
Clearing Advanced Call Router History Data 16 Advanced Call Router Manual For Sales, you create a rule as shown below..
Advanced Call Router Advanced Call Router Manual 17 Similarly, for Support, you create a rule as shown below..
Clearing Advanced Call Router History Data 18 Advanced Call Router Manual In the Monitor window, click Add to log on to Sales, entering bo th the workgroup exten sion & password and the virtual ex.
Advanced Call Router Advanced Call Router Manual 19 In the M onitor window, click Add to log on to Supp ort , entering both the workgroup extension & password and the vi rtual extension & pass.
Testing Call Router 20 Advanced Call Router Manual The Monitor window show s that Call Router is logged on to both workgroups. Calls to each workgroup will be checked against the rules and will trigger a queue announcem ent if a m atch is found and all agents are busy.
Advanced Call Router Advanced Call Router Manual 21 To test Call Router: 1. With Call Router functio n stopped, go to Test in the Tool drop-down list of the Call Router main menu for the Test dialog bo x.
Testing Call Router 22 Advanced Call Router Manual The total calls processed and average time per call w ill be updated in real-time during the test. You will kn ow how many calls were processed and the average response time per call at that time.
Advanced Call Router Advanced Call Router Manual 23 Testing SQL Server Database To test SQL server database access performance of Call Router: 1. Add a database for the SQL s erver. For example, for a database “calldb” and table name “RTMCALL”, 10,000 records are added to the table.
Testing Call Router 24 Advanced Call Router Manual The “TestSQL” is the newly added da ta source. This data so urce is connected to the SQL serv er’s “calldb” database.
Advanced Call Router Advanced Call Router Manual 25 You can change the rule configuratio n to fi t your own conditions. During the t est, Call Rou ter will use th is rule to match the DDR request. When using this rule, Call Router will access the SQL server to execute the SQL query.
Testing Call Router 26 Advanced Call Router Manual.
Un punto importante, dopo l’acquisto del dispositivo (o anche prima di acquisto) è quello di leggere il manuale. Dobbiamo farlo per diversi motivi semplici:
Se non hai ancora comprato il Altigen Advanced Call RouterTM è un buon momento per familiarizzare con i dati di base del prodotto. Prime consultare le pagine iniziali del manuale d’uso, che si trova al di sopra. Dovresti trovare lì i dati tecnici più importanti del Altigen Advanced Call RouterTM - in questo modo è possibile verificare se l’apparecchio soddisfa le tue esigenze. Esplorando le pagine segenti del manuali d’uso Altigen Advanced Call RouterTM imparerai tutte le caratteristiche del prodotto e le informazioni sul suo funzionamento. Le informazioni sul Altigen Advanced Call RouterTM ti aiuteranno sicuramente a prendere una decisione relativa all’acquisto.
In una situazione in cui hai già il Altigen Advanced Call RouterTM, ma non hai ancora letto il manuale d’uso, dovresti farlo per le ragioni sopra descritte. Saprai quindi se hai correttamente usato le funzioni disponibili, e se hai commesso errori che possono ridurre la durata di vita del Altigen Advanced Call RouterTM.
Tuttavia, uno dei ruoli più importanti per l’utente svolti dal manuale d’uso è quello di aiutare a risolvere i problemi con il Altigen Advanced Call RouterTM. Quasi sempre, ci troverai Troubleshooting, cioè i guasti più frequenti e malfunzionamenti del dispositivo Altigen Advanced Call RouterTM insieme con le istruzioni su come risolverli. Anche se non si riesci a risolvere il problema, il manuale d’uso ti mostrerà il percorso di ulteriori procedimenti – il contatto con il centro servizio clienti o il servizio più vicino.
