AltiGen MAXCS 7.0 Update 1 New Features Guide - Manual (Page 22)

MaxCS 7.0 Update 1 New Features Guide Page 22 of 26
In this scenario, the call router data source could be configured as shown in the following figure:
Figure 20: ACR Example 1 configuration
ACR will use the IVR tag name called ProductID to search the ProductNumber field in the RouteTable table. When a
matching record is found, ACR will use the data in the Extension field as the call’s routing target. In this scenario,
the automated SQL query statement suffices; no additional search criteria are needed for the target information.
Example 2: Single Table, Multiple Purpose Fields
In this example, assume we have a single table, designed as following:
Field Name Field Type Description
Product Number Text
Source data Adv Call Router will search for. The caller could
enter this string through the Auto Attendant.
Extension Text The destination extension to which the call will be routed.
Priority Number The call priority.
Skill Number The required skill level for the agent.
Here is an example of the data in this table (the table name is RouteTable):
Product Number Extension Priority Skill
1 - Use “ProductID” for the IVR tag.
ACR uses this IVR input data as the
source to search the database.
2 - Use “productnumber” for the
Product Number field value. The
first record that matches the
entered product number will be
used.
3 - Use “extension” for the routing
target. This tells ACR to retrieve this
field from the matching record and
use that data as the call’s routing
target.