Cisco Attendant Console 9 User Guide

CH A P T E R
 
3-1
Cisco Unified Attendant Console User Guide
OL-27294-01
3
Using Cisco Unified Attendant Console
As the heading demonstrates, this section is about the operational flow of the application. It covers the 
topics relating to call management. In this section, you are given instructions on how to work within 
Cisco Unified Attendant Console. There are two levels of monitoring that can be displayed within Cisco 
Unified Attendant Console, Phone and Line Status. The icons shown in Ta b l e 3 -...

 
3-2
Cisco Unified Attendant Console User Guide
OL-27294-01
Chapter 3      Using Cisco Unified Attendant Console
Answering Calls
Answer Next
Incoming calls are prioritized by the system before being displayed on screen. Calls are then displayed 
in the Queued Calls Area (F8) in descending order of priority.
Answer Next is the easiest way to answer incoming calls. This option answers calls in the order of 
priority set by the system. The top priority calls are answered first. 
To answer the next call...

 
3-3
Cisco Unified Attendant Console User Guide
OL-27294-01
Chapter 3      Using Cisco Unified Attendant Console
Answering Calls
Cherry Picking (Not in Department Edition) 
NoteThis section does not apply to Cisco Unified Attendant Console Department Edition as the queues are 
not displayed.
The incoming calls being displayed can be cherry picked from a specific queue as required.
In order to answer a call you must select a queue and then select the call you wish to answer.
To select a queue using the...

 
3-4
Cisco Unified Attendant Console User Guide
OL-27294-01
Chapter 3      Using Cisco Unified Attendant Console
Answering Calls
Forced Delivery
A specific queue can be designated to be immediately answered by the next free Attendant. The calls in 
this queue are configured to be presented to the longest idle Attendant or a circular work-share between 
Attendants logged in and able to answer the queue. The Answer Next key (PLUS) is not required as the 
call will go directly to the Active Calls Field and...

 
3-5
Cisco Unified Attendant Console User Guide
OL-27294-01
Chapter 3      Using Cisco Unified Attendant Console
Answering Calls
Alternate Numbers and Presence Status
This Status screen can be triggered in two ways: 
If a contact is selected from a Directory and F2 is pressed.
If an attendant operator transfers a call to an extension with a presence status assigned. This will 
prompt the attendant that the person the call is being forwarded to currently has a presence status 
set. Ta b l e 3 - 2...

 
3-6
Cisco Unified Attendant Console User Guide
OL-27294-01
Chapter 3      Using Cisco Unified Attendant Console
Answering Calls
Answer Call
Call 
Consult Transfer 
Blind Transfer 
Transfer to Voicemail 
Hold 
Hold with Notes 
Start Conference 
Park Call 
Step 3Click Close to cancel. 
Ta b l e 3 - 4 shows the available keystrokes that can be used in order to make the desired transfers:
Table 3-4 Keystrokes for Transferring a Call
Key Description
Enter The call is consulted to the selected alternative...

 
3-7
Cisco Unified Attendant Console User Guide
OL-27294-01
Chapter 3      Using Cisco Unified Attendant Console
Answering Calls
Figure 3-3 shows a phone device that has two lines linked to it. This example does not have a Presence 
Status set and has been triggered by pressing the F2 button.
Figure 3-3 Alternate Numbers/Presence Status Window  

 
3-8
Cisco Unified Attendant Console User Guide
OL-27294-01
Chapter 3      Using Cisco Unified Attendant Console
Transfer Calls
Transfer Calls
After answering the call, you can transfer it to a requested device, contact or external number. A transfer 
can be made either as a blind or consult (announced) transfer. Calls can be transferred to any available 
destination either internally or externally.
Transferring a call is straightforward using the mouse or the keyboard and can be completed by either...

 
3-9
Cisco Unified Attendant Console User Guide
OL-27294-01
Chapter 3      Using Cisco Unified Attendant Console
Transfer Calls
Step 4Double-click the Enter key to transfer the call.
To blind transfer a call to a Directory Contact using the mouse, perform the following steps:
Step 1Answer a call or select the call in the Active Calls field.
Step 2Click into the required Search field in the Directory area. Alternatively, pressing F3 will take you to the 
first Search field in the displayed directory
Step...

 
3-10
Cisco Unified Attendant Console User Guide
OL-27294-01
Chapter 3      Using Cisco Unified Attendant Console
Transfer Calls
Initiating a Consult Transfer
In this case, the destination of the transfer is consulted before the actual transfer takes place.
Consult Transferring to a Known Number
To consult transfer a call to a known number using the keyboard, perform the following steps:
Step 1Answer a call or select the call in the Active Calls field.
Step 2Type in the destination number. The cursor is...