AltiGen MAXCS 7.5 Advanced Call Router - Manual (Page 16)

Additional Advanced Call Router Features
12 Advanced Call Router Manual
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
Note:
Queue announcements can now be done directly through MAXCS.
Or you may use Advanced Call router for this function if you want.
If you 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 MaxAdministrator, 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 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 MAXCS Admin 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 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 IVR Path, and to play the WG queue status if a match is found
and all agents are busy.