AltiGen MAXCS 7.0 Update 1 New Features Guide - Manual (Page 20)

MaxCS 7.0 Update 1 New Features Guide Page 20 of 26
Figure 18: The Data Source panel showing the new Purpose options
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.
• Priority – Retrieves data for the call priority value.
• Skill – Retrieves data for the call skill value.
• 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, ACR can retrieve data from the database to set call transfer target, priority, skill level, and
user data, so that one rule can perform multiple actions.
When ACR uses call info (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; ACR will continue to the next rule.
• One match – One matching record is found; ACR 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.
• Multiple matches – More than one matching record was found; ACR 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 ACR 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 rule is configured incorrectly, then ACR 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, the default
route will be used.
Refer to Routing Configuration Examples on page 21 for configuration examples.