User Guide

Call Routing Server

Release 4.0

Printed on 16 April, 2009

 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this Documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages. License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE AT http://support.avaya.com/LicenseInfo/ ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License type(s) Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail or voice mail account in the name of a person or corporate function (eg., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server. Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Third-party components

Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements (Third Party Components), which may contain terms that expand or limit rights to use certain portions of the Product (Third Party Terms). Information identifying Third Party Components and the Third Party Terms that apply to them is available on Avayas web site at: http://support.avaya.com/ThirdPartyLicense/. Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. Suspected security vulnerabilities with Avaya Products should be reported to Avaya by sending mail to: securityalerts@avaya.com. For additional support telephone numbers, see the Avaya Web site: http://www.avaya.com/support. Trademarks Avaya is a trademark of Avaya Inc. All non-Avaya trademarks are the property of their respective owners. Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site: http://www.avaya.com/support. For the most current versions of documentation, go to the Avaya Contact Center Express support Web site: http://www.avayacce.com/Public_Downloads.htm.

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Contents
Chapter 1 Preface 6

Related Documents .......................................................................................................................................7 Knowledge Base ...........................................................................................................................................8

Chapter 2 Introduction

What is Call Routing Server? .....................................................................................................................10 How does Call Routing Server Work?........................................................................................................11 Starting up ............................................................................................................................11 Calls received to Routing VDN............................................................................................11 Calls received to a monitored VDN .....................................................................................11 SQL Plug-in.....................................................................................................................................12 Licensing .........................................................................................................................................12 Error Logging ..................................................................................................................................13

Chapter 3 System Requirements

14

Installation Requirements ...........................................................................................................................14 Desktop ................................................................................................................................15 Server ...................................................................................................................................15 Interaction Data Service .......................................................................................................15 Database ...............................................................................................................................15 Email Server.........................................................................................................................15 Developers............................................................................................................................15

Installation

16

Install Application ......................................................................................................................................16

Chapter 4 Administration

17

Configure Call Routing Server ...................................................................................................................18 [Error Logging] ....................................................................................................................19 [Telephony Services]............................................................................................................19 [Call Routing Server] ...........................................................................................................19 [AS Client Extensions].........................................................................................................20 [ASG SQL]...........................................................................................................................20 First Section .........................................................................................................................21 [ASG Rules] .........................................................................................................................22 First Section .........................................................................................................................23 [ASG Script].........................................................................................................................23 First Section .........................................................................................................................25 [ASG SOAP]........................................................................................................................25 First Section .........................................................................................................................27

Contents

Start Service................................................................................................................................................28

Appendix 1 Appendix: Plug-ins

30

Call Routing Server to Plug-in....................................................................................................................31 CallDelivered .......................................................................................................................31 CallEstablished.....................................................................................................................32 ConnectionCleared ...............................................................................................................33 CallCleared...........................................................................................................................33 RouteRequest .......................................................................................................................33 RouteEnd..............................................................................................................................34 RouteUsed ............................................................................................................................34 TServerLinkStatus................................................................................................................34 Plug-in to Call Routing Server....................................................................................................................35 RouteSelect ..........................................................................................................................35 RouteEnd..............................................................................................................................35 ClearCall ..............................................................................................................................35 ClearConnection...................................................................................................................35

Index

37

CHAPTER 1

Preface
This following few pages provides information that will help you use this document.

Refer to Upgrade Migration Doc for CCE 3.0.3

In This Chapter
Related Documents ............................................................7 Knowledge Base.................................................................8

Preface

Related Documents
For more information on how the Call Routing Server interacts with the SQL Plug-in, refer to the SQL Plug-in User Guide. For more information on how the Call Routing Server interacts with the Rules Plug-in, refer to the Rules Plug-in User Guide.

Preface

Knowledge Base
For information on any errors and updates relating to this document, visit the Avaya Contact Center Express Knowledge Base (http://support.avayacce.com).

CHAPTER 2

Introduction
In This Chapter
What is Call Routing Server?.............................................10 How does Call Routing Server Work? ...............................11

Introduction

10

What is Call Routing Server?

The Call Routing Server enables intelligent call routing for inbound calls. The routing is based on received call data matched with customer information, contact center statistics or agent availability. The Call Routing Server: Manages the Avaya Computer Telephony connection Monitors VDNs Manages VDN licensing Registers for routing services Receives call events Issues routing instructions Loads (manages) generic plug-ins, such as the SQL Plug-in, which gives the server access to SQL Server databases. Call Routing Server supports a single connection to an Avaya Communication Manager.

Introduction

11

How does Call Routing Server Work?

Starting up
On startup, Call Routing Server extracts all the information it needs to run via the Configuration Client. This configuration information can be sourced from a networked Configuration Server or the ActiveCallRoutingServer.ini file. The configuration allows the Call Routing Server to open a connection to the Telephony Server, and may also provide a secondary telephony link name that can be used if the first link is unavailable or fails during operation. Once connected to the Telephony Server, Call Routing Server issues monitor and routing registration requests for the VDNs listed in the configuration. Call Routing Server then loads each of the listed generic plug-ins.

Calls received to Routing VDN

When routing requests are received from a controlled VDN, Call Routing Server passes them to the correct generic plug-in. The passed event will include all information required for the return routing decision. Call Routing Server will hold a list of outstanding routing requests. When a response is received from a plug-in or the RouteEnd event is received from the Telephony Server, the item is removed from the internal list.

Calls received to a monitored VDN

When a call is processed via a monitored VDN, a sequence of call events is generated. Call Routing Server passes these events to connected generic plug-ins. It will not keep track of these calls.

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SQL Plug-in
Call Routing Server uses the SQL Plug-in to access information stored in any SQL Server database. The database could be a Contact Center Express database or any other type, for example, a Microsoft Access database.
13

Call

Collecting VDN 9859

Vector 149 1. Collect 6 digits after hearing announcement 9711 2. Wait 2 secs of hearing silence 3. Route to VDN 9860

Avaya Communication Manager

Telephony Server

14 7 4 12

Registered VDN 9860

6 Vector 150 1. Make adjunct route request using routing link 9998 2. Wait 10 secs of hearing ringback 3. Queue to skill 51 4. Wait 30 secs of hearing ringback 5. Disconnect.

Call Routing Server

.ini file

Plug-in Manager

8 11

SQL Plug-in

9 10

SQL Server (Containing Contact Center Express databases or any other type of database, eg. Access)

Using a routing link extension, a vector sends an adjunct routing request to the Telephony Server, which, in turn, informs the Call Routing Server that has registered the associated VDN. The Call Routing Server handles the request (usually to a database) for information relating to the collected digits. The database passes back the extension number the call should be sent to (this could be a skill, split, agent DN, DDI or international number). The number is then processed by the Call Routing Server and a route selection request is passed to the Telephony Server and onto the switch. If the switch doesn't receive the call destination within the wait-time specified in the vector, it processes the next command in the list. Note: Only one Call Routing Server can register an adjunct routing VDN at any given time.

Licensing
To run Call Routing Server, you do not need to purchase additional Contact Center Express licenses.

Introduction

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Error Logging
Call Routing Server logs error information relating to its own operation to a series of log files. A new log file is created for each day of the week. The name of the error log file clearly identifies the application and the day of the week, for example, ACRSMon.log. Once a log file reaches the size limit specified in its configuration, it is archived and a new file is created. (Note: The archive only stores one log file. If the second error log reaches the specified maximum size, it overrides the previously archived log file.) The types of errors logged by the error log are determined by the logging level retrieved from the application's configuration data. Levels of error logging are: 0. No error logging takes place. 1. Logs fatal, major, minor and trace information. 2 Logs fatal, major and minor errors. 4. Logs fatal and major errors. 8. Logs fatal errors only. Each file records the selected logging level as well as the date, time, location and description of every error that occurs. Error log files are automatically saved into the application's current working folder (the same folder as the application executable).

Diagnostic Testing Error Logging

There is one other error log level, which enables you to create log files that don't override each other every time the maximum log file size limit is reached. This logging level is designed for diagnostic purposes only and can be achieved by adding 128 to one of the logging level values mentioned above. For example, if you specify Error Log Level=129, new error log files will be continuously created for this application that contain fatal, major, minor and trace information. Each new file has a unique name based on the date (year, month and day) and time (in hours, minutes and seconds) it was created. For example: 20061116155404ASMediaDirector.log. Warning: To prevent a multitude of log files affecting your available disk space, this error logging level should only be used for short periods of time while carrying out diagnostic testing.

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CHAPTER 3

System Requirements
In This Chapter
Installation Requirements...................................................14

Installation Requirements
The specifications listed here are the minimum recommended. As far as is known and unless otherwise stated, Contact Center Express and its components should be compatible with all higher specification hardware configurations and software versions that those listed here. Note: The following are not yet supported Microsoft .Net Framework 3.0 Microsoft .Net Framework 3.5

System Requirements

15

Desktop
For Contact Center Express Desktop, Contact Center Express Reporting, Contact Center Express Control Panel and Supervisor. Hardware: 1.6 GHz Pentium, 512MB of RAM, 50MB of free hard disk space, DVD drive, graphics card capable of supporting 1024x768 resolution monitor, mouse or other Windows-compatible pointing device, and TCP/IP LAN connection. Software: Either Windows Vista (Enterprise), Windows XP Professional 32-bit SP2/SP3, Citrix Presentation Server 3.0.2 or Windows Terminal Services 32-bit with Application Enablement Services (AE Services) client software release 4.2.1, Microsoft Internet Explorer 6.0 SP1 and Microsoft .Net Framework 2.0 or 2.0 SP1.

Server
For License Director, XML Server, Configuration Server, Application Management Director, Media Director, all Media Stores and Gateways, Call Routing Server and Virtual Agent. Hardware: A 2.4 GHz Pentium with 2GB of RAM. Software: Either Windows 2003 Server (Enterprise & Standard) 32-bit, Windows 2008 Server (Enterprise & Standard) 32-bit with Application Enablement Services (AE Services) client software release 4.2.1, Microsoft Internet Explorer 6.0 SP1 and Microsoft .Net Framework 2.0 or 2.0 SP1. VMWare and Virtual Server are also supported.

Interaction Data Service

The Interaction Data Service requires its own dedicated server with the same minimum requirements as the server specifications listed above - excluding Microsoft Internet Explorer which is not required.

Database
Interaction Data Server (ActiveInteractionData), Configuration Server (ACS), ASMSControl Database, ASMSData and ASContact Databases may be installed on either Microsoft SQL Server 2008 or Microsoft SQL Server 2005.

Email Server
Only POP3/SMTP supported: Microsoft Exchange Server 2003, Version 6.5 or Microsoft Exchange Server 2007.

Developers
Developing applications: Windows XP Professional 32-bit SP2/SP3 with Microsoft Visual Studio 2005, Application Enablement Services (AE Services) client software release 4.2.1, Microsoft Internet Explorer 6.0 SP1 and Microsoft .Net Framework 2.0 or 2.0 SP1.

Installation

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Installation
For full instructions on how to install Web Chat for IIS, refer to the Contact Center Express Installation Guide. The Contact Center Express Installation Guide is on the Contact Center Express DVD (Overview and Miscellaneous folder) or can be downloaded from the Avaya Contact Center Express website (http://www.avayacce.com).

Install Application
For full instructions on how to install this application, refer to the Contact Center Express Installation Guide.pdf. In addition to the standard installation steps, this document explains: how you can use command line parameters during installation to dictate where configuration information is retrieved. how you can change the configuration source from the local .inc file to the Configuration Server if an application has already been installed. how to automatically (silently) install an application following a set of pre-defined selection options. Contact Center Express Installation Guide.pdf is on the Contact Center Express DVD (Overview and Miscellaneous folder) or can be downloaded from the Avaya Contact Center Express website (http://www.avayacce.com).

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CHAPTER 4

Administration
This chapter explains how to configure and start the Call Routing Server.

In This Chapter
Configure Call Routing Server...........................................18 Start Service .......................................................................28

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Configure Call Routing Server

1 Click the [Start] button on the Windows Taskbar and select Programs > Avaya Contact Center Express > Server > Call Routing Server > Edit ActiveCallRoutingServer.ini from the pop-up menu. 2 Use the following definitions to define your configuration data. Note: Do not change section names or parameter names.

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[Error Logging]
Error Log Level. The value that determines what level of error detail will be saved in the error log: 0=No error logging takes place, 1=Logs fatal, major, minor and trace information, 2=Logs fatal, major and minor errors, 4=Logs fatal and major errors, 8=Logs fatal errors only. There is also another error log level, which enables you to create log files that don't override each other every time the maximum log file size limit is reached. This logging level is designed for diagnostic purposes only and can be achieved by adding 128 to one of the logging level values mentioned above. For example, if you specify Error Log Level=129, new error log files will be continuously created for this application that contain fatal, major, minor and trace information. Error Log File Path. The directory path for saving error log files. By default, this parameter is left blank, which automatically sets the path to the application's current working folder (the same folder as the application executable). Error Log File Extension. The extension of error log files for this application. Extension refers to part of the file name (usually the name of the application) and the file type extension (eg .log).) The application will automatically precede the default extension with the day of the week (eg, Mon, Tue) when it creates its error logs. Maximum Error Log File Size KB. The maximum amount of information, in kilobytes, that will be stored in an error log file before it is archived and a new file is created. The default is 1000. The minimum you can set this to is 100. Note: The archive will only store one log file. If a second error log reaches the specified maximum size, it overrides the previously archived file. If, however, the diagnostic testing error log level is selected in Error Log Level (this is achieved by adding 128 to any one of the other error log values), a new file with a new name is created every time the maximum log file size limit is reached.

[Telephony Services]
Primary Link Name. The name of the primary link this application will use to connect to the Avaya Telephony Server and switch. Primary User Name. The user name required to gain access to the primary link. Primary User Password. The password associated with above user name. By default, the Contact Center Express application will encrypt this data. For more information, see the Contact Center Express Installation Guide (Configuration Commands). Secondary Link Name. The name of the secondary link this application will use to connect to the Avaya Telephony Server and switch. Secondary User Name. The user name required to gain access to the secondary link. Secondary User Password. The password associated with above user name. By default, the Contact Center Express application will encrypt this data. For more information, see the Contact Center Express Installation Guide (Configuration Commands).

[Call Routing Server]

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Routing VDN List. The VDNs for which the Call Routing Server will issue RouteRequest events. Note: Separate VDNs with commas. Use a hyphen to specify a range. For example: Routing VDN List=9885,9888,9910-9916 Monitored VDN List. The VDNs for which the Call Routing Server will issue monitor request commands. VDNs listed with this configuration setting will generate the CallDelivered, CallEstablished and CallCleared events. Note: Separate VDNs with commas. Use a hyphen to specify a range. For example: Monitored VDN List=4401-4424,4637

[AS Client Extensions]

This section lists all loadable generic plug-ins. Each entry has the format "Friendly name=Plug-in section name". The plug-in section name points to (and is the same as) the section in the file that contains configuration data for that plug-in. Note: The friendly name can contain spaces. For example: SQL Plug-in=ASG SQL Rules Plug-in=ASG Rules Script Plug-in=ASG Script SOAP Plug-in=ASG SOAP

[ASG SQL]
For SQL Plug-in parameter definitions and syntax information, refer to the SQL Plug-in User Guide. For examples of those events supported specifically by the Call Routing Server, refer to the following sample. This sample demonstrates how you can use Call Routing Server with the SQL Plug-in to route incoming calls to the appropriate agent based on caller-entered digits. Upon receiving an event from the Telephony Server, the Call Routing Server searches each section of its configuration, attempting to match the received information with the Event Name, Filter Name and Filter Value values. If the server doesn't make a match with one section, it moves to the next. The Call Routing Server would stop at the following section (named Check Caller Digits) if it receives a RouteRequest event from VDN 9888*. Once the match is made, the server passes the event to the SQL Plug-in, which executes an SQL query on the database identified in the Connection String parameter (sample.mdb). The plug-in uses the specified file path. If the SQL query matches the caller digits received with the RouteRequest event with digits in the CallerDigits column of the database table, the SQL Plug-in will return the string in the Agent column of the table. It returns this value via the RouteSelect event. It will also return the received RouteRegisterReqID and RoutingCrossRefID parameters to identify the route request.

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If the SQL query fails to match the caller digits, the RouteSelect event requests the call be routed to extension 8574. If an error occurs that prevents the execution of the SQL query, the RouteSelect event requests the call be routed to extension 8553. On receiving the RouteSelect event, the Call Routing Server, will pass it to the Telephony Server, which will, in turn, pass it to the Avaya Communication Manager for routing to the agent. * VDN 9888 must be registered as a routing VDN before Call Routing Server can receive RouteRequest events from it (see the Call Routing Server parameter Routing VDN List). Note: It is essential that event parameters are typed accurately, with uppercase letters in the right place and without spaces between words. To confirm a parameter, refer to the Appendix at the end of this document. Enable Client=True Client Library Name=ASGSimpleSQL.dll Display Name=Link to SQL Database Display Icon=someicon.ico Event Type=Native

First Section
Configuration Section Name=Check Caller Digits Connection String=Provider=Microsoft.Jet.OLEDB.4.0;Data Source=C:\Program Files\Avaya\Contact Center Express\Server\Call Routing Server\Samples\SQL Plugin\sample.mdb;Persist Security Info=False Database Server Name= Database Name= Database User Name= Database User Password= SQL Query=SELECT * FROM tblChecking WHERE CallerDigits=cstr(%UserEnteredCode%) SQL Stored Procedure Name= SQL Stored Procedure Parameter Sequence= Event Name=RouteRequest Event Filter Name=VDN Event Filter Value=9888

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Return Event Name=RouteSelect Return Event Parameter Sequence=%RouteRegisterReqID%, %RoutingCrossRefID%, RouteSelected=$Agent$ Return Event Allow Multiple Events=False Return Event Total Record Count Name=RecordCount Return Event Current Record Count Name=CurrentRecord No Record Event Name=RouteSelect No Record Event Parameter Sequence=%RouteRegisterReqID%, %RoutingCrossRefID%, RouteSelected=8574 Error Event Name= RouteSelect Error Event Parameter Sequence=%RouteRegisterReqID%, %RoutingCrossRefID%, RouteSelected=8553 Thread Pool Size= 2 Maximum Queued Requests=10

[ASG Rules]
For Rules Plug-in parameter definitions and syntax information, refer to the Rules Plug-in User Guide. For examples of those events supported specifically by the Call Routing Server, refer to the following sample. This sample demonstrates how you can use Call Routing Server with the Rules Plug-in to route incoming calls to the particular agent based on caller-entered digits. Upon receiving an event from the Telephony Server, the Call Routing Server searches each section of its configuration, attempting to match the received information with the Event Name, Filter Name and Filter Value values. If the server doesn't make a match with one section, it moves to the next. The Call Routing Server would stop at the following section if it receives a RouteRequest event from VDN 9885*. Once the match is made, the server passes the event to the Rules Plug-in, which executes the configured rule(s). In this case, the first rule will run if the received event is RouteRequest and it carries digits collected with the call (user-entered code). If these rule requirements are met, the plug-in will return a RouteSelect event to the Call Routing Server, instructing it to route the call to the extension entered by the user and to display that extension number to the agent as user-to-user information (UUI). It will also return the received RouteRegisterReqID and RoutingCrossRefID parameters to identify the route request.

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If the requirements of the first rule aren't met (in this case there are no collected digits with the call), the second rule will be used and the RouteSelect event will request the call be routed to extension 8888. On receiving the RouteSelect event, the Call Routing Server, will pass it to the Avaya Telephony Server, which will, in turn, pass it to the Avaya Communication Manager for routing to the agent. * VDN 9885 must be registered as a routing VDN before Call Routing Server can receive RouteRequest events from it (see the Call Routing Server parameter Routing VDN List). Note: It is essential that event parameters are typed accurately, with uppercase letters in the right place and without spaces between words. To confirm a parameter, refer to the Appendix at the end of this document. Enable Client=True Client Library Name=ASGRules.dll Display Name=Rules Engine Display Icon=someicon.ico Event Type=Native

First Section
Event Name=RouteRequest Event Filter Name=VDN Event Filter Value=9885 Rule1=When RouteRequest And UserEnteredCode>Nothing Do ReturnEvent RouteSelect , %RouteRegisterReqID%, %RoutingCrossRefID%, RouteSelected=%UserEnteredCode%, UUI=%UserEnteredCode% Then Stop Rule2=When RouteRequest Always Do ReturnEvent RouteSelect , %RouteRegisterReqID%, %RoutingCrossRefID%, RouteSelected=8888

[ASG Script]
For Script Plug-in parameter definitions and syntax information, refer to the Script Plug-in User Guide. For examples of those events supported specifically by the Call Routing Server, refer to the following sample. This sample demonstrates how you can use Call Routing Server with the Script Plug-in to route incoming calls to the appropriate agent based on caller-entered digits. Upon receiving an event from the Telephony Server, the Call Routing Server searches each section of its configuration, attempting to match the received information with the Event Name, Filter Name and Filter Value values. If the server doesn't make a match with one section, it moves to the next.

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The Call Routing Server would stop at the following section (named Check Caller CLI) if it receives a RouteRequest event from VDN 9888*. Once the match is made, the server passes the event to the Script Plug-in, which runs the script identified in the Script File Name parameter (CheckCaller.vbs). The plug-in looks for the script in the same folder that contains the Call Routing Server executable (C:\Program Files\Avaya\Contact Center Express\Server\Call Routing Server\ACR Server). If the script (see below) matches the caller-entered digits received with the RouteRequest event (UserEnteredCode parameter) with the digits 1234, the plug-in will return a RouteSelect event to the Call Routing Server, instructing it to route the call to extension 8574. If the script does not match the caller-entered digits with 1234, the plug-in will instruct the server to route the call to extension 8553. The plug-in sends a RouteSelect event and returns the extension's value to the Call Routing Server as the RouteSelected parameter. It will also return the received RouteRegisterReqID and RoutingCrossRefID parameters to identify the route request.

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If an error occurs that prevents the execution of the script, the RouteSelect event requests the call be routed to extension 8887. On receiving the RouteSelect event, the Call Routing Server, will pass it to the Telephony Server, which will, in turn, pass it to the Avaya switch for routing to the agent. * VDN 9888 must be registered as a routing VDN before Call Routing Server can receive RouteRequest events from it (see the Call Routing Server parameter Routing VDN List). Note: It is essential that event parameters are typed accurately, with uppercase letters in the right place and without spaces between words. To confirm a parameter, refer to the Appendix at the end of this document. Enable Client=True Client Library Name=ASGScriptHost.dll Display Name=Link to SQL Database Display Icon=someicon.ico Event Type=Native

First Section
Configuration Section Name=Check Caller CLI Script Language=VBScript Script File Name=CheckCaller.vbs Script Start Function=main Event Name=RouteRequest Event Filter Name=VDN Event Filter Value=9888 Return Event Name=RouteSelect Return Event Parameter Sequence=%RouteRegisterReqID%,%RoutingCrossRefID% Error Event Name=RouteEnd Error Event Parameter Sequence=%RouteRegisterReqID%,%RoutingCrossRefID%,%ErrorValue%,%VDN% Thread Pool Size=2 Maximum Queued Requests=10

[ASG SOAP]

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For SOAP Plug-in parameter definitions and syntax information, refer to the SOAP Plug-in User Guide. For examples of those events supported specifically by the Call Routing Server, refer to the following sample. This sample demonstrates how you can use Call Routing Server with the SOAP Plug-in to route incoming calls to the appropriate agent based on caller-entered digits. Upon receiving an event from the Telephony Server, the Call Routing Server searches each section of its configuration, attempting to match the received information with the Event Name, Filter Name and Filter Value values. If the server doesn't make a match with one section, it moves to the next. The Call Routing Server would stop at the following section (named Check Customer Details) if it receives a RouteRequest event from VDN 9888*. Once the match is made, the server passes the event to the SOAP Plug-in, which connects to the web service identified in the SOAP URL parameter (http://fitzgers/SOAPSample/Service1.asmx?WSDL). The SOAP connection passes two variables with the RouteRequest event: Collected Digits and UUI. For a select case of collected digits, the service will return a routing destination and account information within the SOAP return.

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The plug-in sends the mandatory parameters RouteRegisterReqID and RoutingCrossRefID parameters to the Call Routing Server (in order to identify the route request), followed by the RouteSelected and UUI parameters from the SOAP return. On receiving the RouteSelect event, the Call Routing Server, passes it to the Avaya Telephony Server, which, in turn, passes it to the Avaya switch for routing to the agent. * VDN 9888 must be registered as a routing VDN before Call Routing Server can receive RouteRequest events from it (see the Call Routing Server parameter Routing VDN List). Note: It is essential that event parameters are typed accurately, with uppercase letters in the right place and without spaces between words. To confirm a parameter, refer to the Appendix at the end of this document. Enable Client=True Client Library Name=ASGSOAP.dll Display Name=Link to SOAP Services Display Icon=someicon.ico Event Type=Native

First Section
Configuration Section Name=Check Customer Details SOAP URL=http://fitzgers/SOAPSample/Service1.asmx?WSDL SOAP Service=Service1 SOAP Port=Service1Soap SOAP Method=ActiveCallRoute SOAP Method Parameter Sequence=CollectedDigits = %UserEnteredCode%, %UUI%, %VDN%, %UCID% Event Name=RouteRequest Event Filter Name=VDN Event Filter Value=9888 Return Event Name=RouteSelect Return Event Parameter Sequence=%RouteRegisterReqID%, %RoutingCrossRefID%, $*$ Thread Pool Size=2 Maximum Queued Requests=10

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Start Service
To start your Contact Center Express service:
1 Click the Start button on the Windows Taskbar and select Control Panel from the pop-up menu. 2 Click Administrative Tools. 3 Click Services. 4 Right-click an Contact Center Express service and select Start from the pop-up menu. AS AOL-ICQ Instant Messenger Gateway AS Application Management Director AS Call Routing Server AS Email Media Store AS IDS MultiMedia AS IDS View AS IDS Voice AS IVR Server AS Media Proxy Service AS MSN Messenger Gateway AS Preview Contact Media Store AS Short Message Service Gateway AS Simple Messaging Media Store AS Web Chat Gateway AS XML Server In this example, AS IDS Voice is started:

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APPENDIX 1

Appendix: Plug-ins
This appendix outlines the events that pass between the Call Routing Server and any of the Contact Center Express plug-ins.

In This Appendix
Call Routing Server to Plug-in ...........................................31 Plug-in to Call Routing Server ...........................................35

Appendix: Plug-ins

31

Call Routing Server to Plug-in

The following events will be sent from the Call Routing Server to the plug-in. For parameter descriptions, refer to the Avaya MultiVantage Application Enablement Services TSAPI for Avaya Communication Manager Programmer's Reference Release 3.1.0 (aes_tsapi-cm.pdf).

CallDelivered
This event is fired when the call is delivered to a monitored VDN. This event will fire whenever the Call Routing Server receives the cstaCallDelivered event from the Telephony Server. The following parameters will be passed with the CallDelivered event. VDN CallID CallingDevice CalledDevice AlertingDevice LastRedirectionDevice Cause DeliveredType Split UserEnteredCode UUI TrunkGroup TrunkGroupMember UCID LAIType LAIPriority LAIHours LAIMinutes LAISeconds LAISourceVDN OCICallingDevice OCICalledDevice OCITrunkMember OCITrunkGroup OCIUserEnteredCode OCIUUI OCIUCID OCILAIType

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OCILAIPriority OCILAIHours OCILAIMinutes OCILAISeconds OCILAISourceVDN

CallEstablished
This event is fired when the call is answered. This will be triggered by receiving the cstaEstablished event from the Telephony Server. The following parameters will be passed with the CallEstabished event. VDN CallID AnsweringDevice CallingDevice CalledDevice Cause LastRedirectionDevice Split UserEnteredCode UUI TrunkGroup TrunkGroupMember UCID LAIType LAIPriority LAIHours LAIMinutes LAISeconds LAISourceVDN OCICallingDevice OCICalledDevice OCITrunkMember OCITrunkGroup OCIUserEnteredCode OCIUUI OCIUCID OCILAIType OCILAIPriority OCILAIHours OCILAIMinutes

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OCILAISeconds OCILAISourceVDN

ConnectionCleared
This event is mapped directly from the cstaConnectionCleared event received from the Telephony Server. The following parameters will be passed with the ConnectionCleared event. VDN CallID ReleasingDevice Cause UUI

CallCleared
This event is mapped directly from the cstaCallCleared event received from the Telephony Server. The following parameters will be passed with the CallCleared event. VDN CallID Cause Reason

RouteRequest
This event is mapped directly from the cstaRouteRequest event received from the Telephony Server. The following parameters will be passed with the RouteRequest event. RouteRegisterReqID RouteCrossRefID CurrentRoute CallID CallingDevice TrunkGroup TrunkGroupMember UserEnteredCode LAIType LAIPriority LAIHours LAIMinutes LAISeconds LAISourceVDN UUI

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UCID VDN

RouteEnd
This event is mapped directly from the cstaRouteEnded event received from the Telephony Server. The following parameters will be passed with the RouteEnd event. RouteRegisterReqID RoutingCrossRefID ErrorValue VDN

RouteUsed
This event is mapped directly from the cstaRouteUsed event received from the Telephony Server. The following parameters will be passed with the RouteUsedEvent. RouteRegisterReqID RoutingCrossRefID RouteUsed CallingDevice DestRoute

TServerLinkStatus
This event will be broadcasted to all extensions when the Telephony Server link status is changed. The following parameters will be passed with the TServerLinkStatus event. LinkStatus: Two values are valid: Up and Down IsPrimaryLink: True or False. This parameter indicates whether this link is the primary link or the secondary link.

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Plug-in to Call Routing Server

The plug-in instructs Call Routing Server to perform tasks by use of a fixed command set. In the following commands there is a mixture of command parameters that are mandatory (M) and those that are optional (O). If a mandatory parameter is missing, the command request will be ignored. For parameter descriptions, refer to the Avaya MultiVantage Application Enablement Services TSAPI for Avaya Communication Manager Programmer's Reference Release 3.1.0 (aes_tsapi-cm.pdf).

RouteSelect
Received from the Contact Center Express plug-in, this event instructs the Call Routing Server to direct a call to the specified destination. This event will expect the following parameters: RouteRegisterReqID (M) RoutingCrossRefID (M) RouteSelected (M) RouteUsedReq (O) CallingDevice (O) DirectAgentCallSplit (O) UserProvidedCode (O) UUI (O)

RouteEnd
Received from the Contact Center Express plug-in, this event instructs the Call Routing Server to end routing association on a specific call. This event will expect the following parameters: RouteRegisterReqID (M) RoutingCrossRefID (M) ErrorValue (M)

ClearCall
Received from the Contact Center Express plug-in, this instructs the Call Routing Server to clear the call. The following parameters will be received with the request: CallID (M) The Avaya Communication Manager that represents the call to be cleared.

ClearConnection
Received from the Contact Center Express plug-in, this instructs the Call Routing Server to clear a party from the call. The following parameters will be received with the request: CallID (M) The Avaya Communication Manager that represents the call. Device (M) The device to be dropped from the call.

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UUI (O) Any user-to-user information that should be inserted with the clear connection request when it is sent to the Avaya Telephony Server.

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Index
A
Administration 17 Appendix Plug-ins 30

C
Call Routing Server to Plug-in 31 Configure Call Routing Server 18

E
Error Logging 13

H
How does Call Routing Server Work? 11

I
Install Application 16 Installation 16 Installation Requirements 14 Introduction 9

K
Knowledge Base 8

L
Licensing 12

P
Plug-in to Call Routing Server 35 Preface 6

R
Related Documents 7

S
SQL Plug-in 12 Start Service 28 System Requirements 14

W
What is Call Routing Server? 10