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12.2.4.2. Defining routes Previous topic Parent topic Child topic Next topic

Figure 124. Overview of route configuration

ac00b473.wmf.png
ACD routes 2-15 can only be modified with SET.
SET-ACDRT:ART=2,TYPE=MAX,MAXSTEP=5;
  • Configure the ACD routing tables
    • Configure ACD routing table 16 
      ADD-ACDRT:ART=16,MAXSTEP=8;
      Configure ACD route 16:
      Go to ACD group 1 with overflow to ACD group 2 and subsequent breakout to station 7340 if a user has been waiting in the queue for more than 20 s.
      CHA-ACDRT:ART=16,TYPE=ARTSTEP,STEP=1,ACT=DELAYRB; 

CHA-ACDRT:ART=16,TYPE=ARTSTEP,STEP=2,ACT=RTGRP,
ACDGRP=1; 

CHA-ACDRT:ART=16,TYPE=ARTSTEP,STEP=3,ACT=RTGRP,
ACDGRP=2; 

CHA-ACDRT:ART=16,TYPE=ARTSTEP,STEP=4,ACT=COND,
CACDGRP=1,CGSTEP=7,TEST=OLDINQGT,VALOLD=00-20; 

CHA-ACDRT:ART=16,TYPE=ARTSTEP,STEP=5,ACT=WTSEC,
SEC=40; 

CHA-ACDRT:ART=16,TYPE=ARTSTEP,STEP=6,ACT=DISCON; 

CHA-ACDRT:ART=16,TYPE=ARTSTEP,STEP=7,ACT=RTEXT,
EXTNUM=7340; 

CHA-ACDRT:ART=16,TYPE=ARTSTEP,STEP=8,ACT=DISCON;
    • Configure ACD routing table 17 
      COPY-ACDRT:ART=16,NEWART=17;
      Configure ACD route 17:
      Go to ACD group 2 with overflow to ACD group 3 and subsequent breakout to station 7341 if a user has been waiting in the queue for more than 20 s.
      CHA-ACDRT:ART=17,TYPE=ARTSTEP,STEP=2,ACT=RTGRP,
ACDGRP=2; 

CHA-ACDRT:ART=17,TYPE=ARTSTEP,STEP=3,ACT=RTGRP,
ACDGRP=3; 

CHA-ACDRT:ART=17,TYPE=ARTSTEP,STEP=4,ACT=COND,
CACDGRP=2,CGSTEP=7,TEST=OLDINQGT,VALOLD=00-20; 

CHA-ACDRT:ART=17,TYPE=ARTSTEP,STEP=7,ACT=RTEXT,
EXTNUM=7341;
    • Configure ACD routing table 18 
      COPY-ACDRT:ART=17,NEWART=18;
      Configure ACD route 18:
      Go to ACD group 3 with overflow to ACD group 1 and subsequent breakout to station 7342 if a user has been waiting in the queue for more than 20 s.
      CHA-ACDRT:ART=18,TYPE=ARTSTEP,STEP=2,ACT=RTGRP,
ACDGRP=3; 

CHA-ACDRT:ART=18,TYPE=ARTSTEP,STEP=3,ACT=RTGRP,
ACDGRP=1; 

CHA-ACDRT:ART=18,TYPE=ARTSTEP,STEP=4,ACT=COND,
CACDGRP=3,CGSTEP=7,TEST=OLDINQGT,VALOLD=00-20; 

CHA-ACDRT:ART=18,TYPE=ARTSTEP,STEP=7,ACT=RTEXT,
EXTNUM=7342;
    • Configure ACD routing table 19 for end-of-shift, Sundays, and holidays 
      ADD-ACDRT:ART=19, MAXSTEP=3;
      CHA-ACDRT:ART=19,TYPE=ARTSTEP,STEP=1,
ACT=DELAYRB; 

CHA-ACDRT:ART=19,TYPE=ARTSTEP,STEP=2,
ACT=RTEXT,EXTNUM=7300; 

CHA-ACDRT:ART=19,TYPE=ARTSTEP,STEP=3,
ACT=DISCON;
  • Configure and assign route control group (RCG) call numbers
    • Configure RCG call numbers (call numbers only used by flexrouting)
      Only digits 0-9 are permitted. You can use the asterisk (*) to delete the AMO ACDSD entry.
      ADD-WABE:CD=70001&&70003,DAR=RCG;
    • Assign RCG call numbers to the RCGs. 
      CHA-ACDSD:TYPE=CAFRCG,RCG=1,CAFDN=70001; 

CHA-ACDSD:TYPE=CAFRCG,RCG=2,CAFDN=70002; 

CHA-ACDSD:TYPE=CAFRCG,RCG=3,CAFDN=70003;
  • Create shift schedules
    • Extend shift schedules with CHANGE only. 
      ADD-ACDRS:TYPE=DS,DSNUM=1,SHIFT=17-00,
ART=16,EOS=YES,ARTDEF=19; 

ADD-ACDRT:TYPE=DS,DSNUM=2,SHIFT=18-00,
ART=17,EOS=NO,ARTDEF=19; 

ADD-ACDRT:TYPE=DS,DSNUM=3,SHIFT=19-00,
ART=18,EOS=NO,ARTDEF=19; 

ADD-ACDRT:TYPE=DS,DSNUM=4,SHIFT=23-59,
ART=19,EOS=NO,ARTDEF=19;
    • Configure day routing tables. 
      ADD-ACDRT:TYPE=RS,RCG=1,SUN=4,MON=1,TUE=1,
WED=1,THU=1,FRI=1,SAT=4; 

ADD-ACDRT:TYPE=RS,RCG=2,SUN=4,MON=2,TUE=2,
WED=2,THU=2,FRI=2,SAT=4; 

ADD-ACDRT:TYPE=RS,RCG=3,SUN=4,MON=3,TUE=3,
WED=3,THU=3,FRI=3,SAT=4;
    • Configure calendar days with special routing (holidays). 
      ADD-ACDRT:TYPE=CR,RCG=1,STARTMON=12,STARTDAY=24,
ENDMON=12,ENDDAY=26,DSNUM=4;
      ADD-ACDRT:TYPE=CR,RCG=2,STARTMON=12,STARTDAY=24,
ENDMON=12,ENDDAY=26,DSNUM=4; 

ADD-ACDRT:TYPE=CR,RCG=3,STARTMON=12,STARTDAY=24,
ENDMON=12,ENDDAY=26,DSNUM=4; 

ADD-ACDRT:TYPE=CR,RCG=3,STARTMON=11,STARTDAY=1,
ENDMON=11,ENDDAY=1,DSNUM=4; 

ADD-ACDRT:TYPE=CR,RCG=2,STARTMON=11,STARTDAY=1,
ENDMON=11,ENDDAY=1,DSNUM=4; 

ADD-ACDRT:TYPE=CR,RCG=1,STARTMON=11,STARTDAY=1,
ENDMON=11, ENDDAY=1,DSNUM=4; 

ADD-ACDRT:TYPE=CR,RCG=1,STARTMON=1,STARTDAY=1,
ENDMON=1,ENDDAY=1,DSNUM=4; 

ADD-ACDRT:TYPE=CR,RCG=2,STARTMON=3,STARTDAY=1,
ENDMON=1,ENDDAY=1,DSNUM=4; 

ADD-ACDRT:TYPE=CR,RCG=3,STARTMON=1,STARTDAY=1,
ENDMON=1,ENDDAY=1,DSNUM=4; 

ADD-ACDRT:TYPE=CR,RCG=3,STARTMON=1,STARTDAY=5,
ENDMON=1,ENDDAY=5,DSNUM=4; 

ADD-ACDRT:TYPE=CR,RCG=2,STARTMON=1,STARTDAY=5,
ENDMON=1,ENDDAY=5,DSNUM=4; 

ADD-ACDRT:TYPE=CR,RCG=1,STARTMON=1,STARTDAY=5,
ENDMON=1,ENDDAY=5,DSNUM=4;
  • Configure destination-dependent routing
    AMO DNI (Directory number information translation) For normal users
    • Destination selection based on the number dialed (7351) 
      ADD-DNIT:TBL=DNI,INTRTDN=7351,ROUTING=DRTD, 
DISPLAY="CALLS VIA 7351",ACD=YES,RCG=1,
PRI=30,OVRPRI=20;
    • Destination selection based on the number dialed (7352) 
      ADD-DNIT:TBL=DNI,INTRTDN=7352,ROUTING=DRTD, 
DISPLAY="CALLS VIA 7352",ACD=YES,RCG=1,
PRI=30,OVRPRI=20;
    • Destination selection based on the number dialed (7353) 
      ADD-DNIT:TBL=DNI,INTRTDN=7353,ROUTING=DRTD, 
DISPLAY="CALLS VIA 7353", ACD=YES,RCG=1,
PRI=30,OVRPRI=20;
  • Configure destination- and source-based routing

    Figure 125. Overview of route configuration

    ac00b502.wmf.png
AMO DNI (Directory number information translation)
For preferred users
Destination selection based on the number dialed (7354) and the calling number (calling party's call number).
  • Route for source- and destination-based routing 
    ADD-WABE:CD=70004,DAR=RCG;
  • Call number for internal flexrouting addressing (call number is not dialed) 
    ADD-WABE:CD=70100,DAR=STN;
  • Define flexrouting route 4 
    CHA-ACDSD:TYPE=CAFRCG,RCG=4,CAFDN=70004;
  • Route for special stations with disconnection if extension is busy 
    ADD-ACDRT:ART=20,MAXSTEP=3;
 
CHA-ACDRT:ART=20,TYPE=ARTSTEP,STEP=1,
ACT=DELAYRB;

CHA-ACDRT:ART=20,TYPE=ARTSTEP,STEP=2,
ACT=RTEXT,EXTNUM=7367;

CHA-ACDRT:ART=20,TYPE=ARTSTEP,STEP=3,
ACT=DISCON;
  • Day shift number for special customers 
    ADD-ACDRT:TYPE=DS,DSNUM=5,SHIFT=20-
00,ART=20,EOS=NO,ARTDEF=19;

ADD-ACDRT:TYPE=RS,RCG=4,SUN=4,MON=5,TUE=5,
WED=5,THU=5,FRI=5,SAT=4;
  • Route for special stations 
    ADD-DNIT:TBL=DNI,INTRTDN=70100,GDTRRULE=0,
DISPLAY="Customer King 7354",ACD=YES,RCG=4,
PRI=30,OVRPRI=20,AUDSRCID=0,THRSHLD=*;
  • Definition of special stations (all that begin with 71) 
    ADD-DNIT:TBL=GDTR,GDTRRULE=1,DGTSTR=71**,
INTRTDN=70100 ;
  • Miscellaneous stations 
    ADD-DNIT:TBL=DNI,INTRTDN=7354,GDTRRULE=1,
DISPLAY="CUSTOMER Normal 7354",ACD=YES,
RCG=1,PRI=30,OVRPRI=20,AUDSRCID=0,THRSHLD=*;
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