CSM Intelligent Router

[darrel]

Has anyone setup 6.01 CSM Intelligent Router on a 5000. I'm missing something reading the manual, can't find programing on how to route traffic to/through the CSM server. Have the system in sync so I know OAI is up.

[619Tech]

Your IR rules are triggered by criteria. Once that criteria is matched it implements commands via the OAI stream. For example, if you want to hang-up on a certain inbound problem caller (ANI), you wouldn’t route calls any different. The IR would detect the Caller ID in the OAI stream, see that it matches a rule criteria, and implement the programmed action for that rule via the stream. Montitors/Actions of ACD/HG/Agents is the same, no routing through the IR, it’s all just monitored by IR looking for a rules criteria match.

[darrel]

Thanks
Was able to setup a route. I've added more routes to test. Odd thing is you have to flag the Condition as Text to pick up the Caller ID for routing

Thanks again

[619Tech]

Correct, your type of comparison in the Condition needs to be Text instead of Numeric, like you would think.