AltiGen MAXCS 7.5 Advanced Call Router - Manual (Page 25)

Advanced Call Router
Advanced Call Router Manual 21
A new column, Purpose, is now included, to retrieve data for multiple data
fields. It offers four options:
• Target – Retrieves data for the call routing target (an extension number
or group number); this option is required for the Route by Query Result
action.
• Priority – Retrieves data for the call priority value (optional)
• Skill – Retrieves data for the call skill value (optional)
• UserData – Retrieves data from the SQL query result and assigns that
data to the UserData field. UserData can be displayed in MaxAgent and
can be used by the SDK.
With these new options, Advanced Call Router can retrieve data from the
database to set the call transfer target, priority, skill level, and user data, so
that one rule can perform multiple actions.
When Advanced Call Router uses call information (Caller ID, IVR input,
ItemName, or DNIS) to query the database, it can receive one of the
following results:
• No match – No matching records are found; Advanced Call Router will
continue to the next rule.
• One match – One matching record is found; Advanced Call Router will
set the call properties (Priority, Skill, and UserData) if configured, and
then will route the call according to the target number in the record.
• Mutliple matches – More than one matching record was found;
Advanced Call Router will set the call properties (Priority, Skill, and
UserData) if configured, and route the call according to the target
number in the first record.
While configuring rules, be aware of the following behavior:
• If the target extension does not exist, then Advanced Call Router will
behave as if no match was found, and continue to the next rule.
• If the Priority or Skill value is out of range (1-9), then the priority and skill
level will not be set. Instead, the original priority and skill level will be
used for the call.
• If the query statement or the next rule is configured incorrectly, then
Advanced Call Router will behave as if no match was found and will
continue to the next routing rule. If the last rule is reached and no match
is found, then the default route will be used.
The next figure shows an example where calls come in with different IVR
tags. Advanced Call Router searches the database and then retrieves
Target field data for the destination extension.