AltiGen comm 6/2008 4510-0001-6.0 manual Call Route Request Data, Call Route Response Data

Advanced Call Router

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.

Advanced Call Router Manual 9