Additional Advanced Call Router Features
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.
In MaxAdministrator, you configure the Auto Attendant to which Call Router is assigned as shown below. (The example uses Auto Attendant 2.) Note that you must enter a different Item Name for each level.
14Advanced Call Router Manual
