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Transfer Calls
To consult 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 required Directory. In the case where Personal Directories have 
been created, click on the respective Directory tab.
Step 3Start typing and as you type the directory...

 
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Making Calls
Making Calls
Cisco Unified Attendant Console allows you to dial and make calls. Calls can either be made directly to 
a contact or can be made using different call controls such as Call Parking, Transferring and Conference. 
These call controls are explained in detail, see Chapter 1, “Call Control Toolbar Icons ’on page ”1 - 14. 
There are two types of call that can be made,...

 
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Placing Calls on Hold
Placing Calls on Hold
While answering a call, Cisco Unified Attendant Console can place the active call on hold to answer 
other incoming calls. The call is held on a Service Queue for the time period set as Hold Recall Time 
in Cisco Unified Attendant Admin. After the Hold Recall Time elapses, the status of the call will change 
from Held to Hold Timeout. These calls...

 
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Retrieving Held Calls
Retrieving Held Calls
Calls placed on hold can be retrieved from the Call Progress area to Active Calls area. Calls reverted 
from Hold, Park and Transfer can also be seen in Call Progress area. 
To retrieve a held call using keyboard, perform the following steps:
Step 1Press F5 key to select Call Progress area.
Step 2Select a call using up and down arrow keys.
Step...

 
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Retrieving Parked Calls
Step 2Click the   Park Call button.
To Park a call on a specific device using the mouse, perform the following steps:
Step 1Select the call in the Active Calls field
Step 2Drag the call to the desired Park device and drop the call by releasing the mouse button.
If a parked call is not answered within a certain time duration, the call is reverted back to the Call...

 
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Conference Calls
Conference Calls
A Conference call allows you to add a third person to a call session.
With a connected call, to start conference with a third party using a mouse, perform the following steps:
Step 1Select the extension that is to be added into the conference or type the number.
Step 2Press the Start Conference button and the conference is initiated.
Step 3Wait for the third...

 
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Toggle Calls
Toggle Calls
With two active calls in progress, one held and one connected, you can toggle between them.
When a contact is called for consultation, the incoming call is put on hold. Once the destination accepts 
answers, you can right-click on the incoming call in the Active Calls area and choose To g g l e. The 
incoming call that was held during consultation will become...

 
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FAC and CMC Settings
Right-clicking on a call in the Active Calls area and choosing an option from the context menu can also 
perform the above-mentioned operations. You can also access these options using your keyboard (Please 
refer to Chapter 1, “Using the Keyboard ’on page ”1 - 1).
FAC and CMC Settings
You may need to provide a Forced Authorization Code (FAC) and/or Client Matter Code...

 
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Clearing Calls
Client Matter Code (CMC)
Client Matter Codes are used to provide extra call logging facilities within Cisco Unified 
Communications Manager. This is used to log calls for different clients.
The concept of the CMC is that you must enter CMC Code before an external call or transfer can 
proceed. The call detail records are updated with the CMC code along with the call...

 
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Using Emergency Mode (Not in Department Edition)
You can also use the keyboard shortcut to switch to Emergency Mode. Select the Queue Area and press 
Ctrl-E. The following window is displayed. Click OK to continue. Figure 3-6 displays an example of the 
Emergency Mode screen with a Queue placed in Emergency Mode.
Figure 3-6 Queues in Emergency Mode
To take queues out of Emergency Mode,...