Cisco Attendant Console 9 User Guide

							 
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Cisco Unified Attendant Console User 
Guide
Version 9.0.1
June 20, 2012 
Text Part Number:  OL-27294-01 
						

							 
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Cisco Unified Attendant Console
© 2012 Cisco Systems, Inc. All rights reserved. 
						

							 
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CONTENTS
Preface1
chapter 1Getting Started1-1
Accessibility for Users with Disabilities1-1
Using the Keyboard1-1
Key Descriptions1-2
Additional Functions1-3
Logging In1-4
Go Unavailable (F10)1-6
Interface1-7
Menu Bar1-8
Queues (F9) (Not in Department Edition)1-8
Queued Incoming Calls (F8)1-9
Directories1-9
Full Directory1-10
Personal Directory Groups (F4)1-11
To Create a New Personal Directory Group1-12
Adding Contacts to an Already Created Personal Directory Group1-13
To Modify a Personal Directory Group1-13
To Delete a Personal Directory Group1-14
Call Control Toolbar 1-14
Call Progress (F5)1-15
Active Calls (F7)1-16
Parked Calls 1-17
Speed Dial (F6)1-18
Adding an entry to the Speed Dial Field 1-18
Deleting an entry from the Speed Dial Field1-19
Updating an entry in the Speed Dial field1-19
Status Bar1-20
Working in the Fields1-21
Dialling a Number1-21
Finding Contacts in the Directories1-21
Lateral Searching (Ctrl-F2) (Enterprise and Premium Editions only)1-22
Lateral Searching1-22 
						

							 
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chapter 2Customizing Cisco Unified Attendant Console2-1
General2-1
Display2-3
Presence2-5
Dialling2-6
Call Transfers2-6
Call Park2-7
Mute2-7
Tones2-8
Directory 2-9
Alternate Numbers2-11
Field Headers2-11
Secondary Sort2-13
Filter Search2-14
Logging2-15
Advanced2-16
chapter 3Using Cisco Unified Attendant Console3-1
Answering Calls3-1
Answer Next3-2
Cherry Picking (Not in Department Edition)3-3
Forced Delivery3-4
Directory Call Forwarding3-4
Alternate Numbers and Presence Status3-5
Transfer Calls3-8
Blind Transferring to a Known Number3-8
Blind Transferring to a Directory Contact3-8
Initiating a Consult Transfer3-10
Consult Transferring to a Known Number3-10
Consult Transferring to a Directory Contact3-10
Making Calls3-12
Making Internal Calls3-12
Making External Calls3-12
Placing Calls on Hold3-13
Retrieving Held Calls3-14
Muting Calls3-14
Call Parking3-14 
						

							 
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Retrieving Parked Calls3-15
Conference Calls3-16
Re-establish Calls3-16
Toggle Calls3-17
Reverted Call Control3-17
Call Controls for Reverted Calls3-17
FAC and CMC Settings3-18
Forced Authorization Code (FAC)3-18
Client Matter Code (CMC)3-19
Clearing Calls3-19
Using Emergency Mode (Not in Department Edition)3-19
Sending Email3-21
Call Status3-21
Contact Properties3-22
Adding Absent Message and Contact Information3-25
Microsoft Presence Status3-26
Cisco Unified Presence Status3-27
appendix AGlossary A-1 
						

							 
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1
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Preface
The following manual relates to the operation of the Cisco Unified Attendant Console software product 
range. It applied to the following Cisco Unified Attendant Console Editions:
•Department
Business
Enterprise
Premium. 
Where there are differences in functionality between the editions, these are noted in the text. The main 
differences are: 
Cisco Unified Attendant Console is an efficient application specially designed for handling calls and 
messages. This application enables you to answer calls from predefined set of queues and transfer them 
to desired extensions.
The application enables you to perform comprehensive tasks like Call Conference, Call Transfer, Call 
Parking and Call Retrievals. The user-friendly design of the application gives speed and flexibility and 
facilitates you to manipulate calls with simple mouse clicks or keystrokes.
The screen-based operator console that has been developed to work exclusively on Cisco Unified 
Communications Manager. The traditional functions of a telephone switchboard have been re-created as 
a Windows application. It is visually more appealing, easier to operate and more user friendly. The 
default layout of the Cisco Unified Attendant Console is shown in Figure 1-4 on page 7.  Feature Department Business Enterprise Premium
Queues (F9)
N o Ye s Ye s Ye s
Emergency Mode (Ctrl-E)
N o Ye s Ye s Ye s
Lateral Search
NoNo Yes Yes
Blind transfer with automatic camp on if busy
NoNo Yes Yes
Re-establish a call with automatic camp on if busy
NoNo Yes Yes
More than 3 directory search fields
NoNo Yes Yes
Alternative Numbers display
NoNo Yes Yes 
						

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Preface
Purpose of this Guide
The purpose of this user guide is to: 
Provide information on configuring and initializing Cisco Unified Attendant Console. 
Instruct you to perform actions related to answering, holding, receiving, conferencing, and 
transferring calls. It also discusses procedures for toggling, making and retrieving calls.
Who Should Read this Guide
The document is intended for:
Those involved in the training of Cisco Unified Attendant Console 
Users of Cisco Unified Attendant Console.
Organization
This guide includes the following chapters:
Conventions
This document uses the following conventions: Chapter Title Description
1Getting StartedThis section explains the interface of Cisco Unified Attendant 
Console. The basic functions of starting up and logging into 
the application are explained here.
2Customizing Cisco Unified 
Attendant ConsoleThis section guides you to customize the application. Different 
configurations and preferences are also explained in this 
section.
3Using Cisco Unified 
Attendant ConsoleThis section covers topics on answering and clearing calls, 
taking notes, holding, transferring and making calls.
Convention Indication
bold font Commands and keywords and user-entered text appear in bold font.
italic  font Document titles, new or emphasized terms, and arguments for which you supply 
values are in italic font.
[ ] Elements in square brackets are optional.
{x | y | z} Required alternative keywords are grouped in braces and separated by 
vertical bars.
[x | y | z] Optional alternative keywords are grouped in brackets and separated by 
vertical bars.
string A non-quoted set of characters. Do not use quotation marks around the string or 
the string will include the quotation marks. 
						

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NoteMeans reader take note.
TipMeans the following information will help you solve a problem. 
CautionMeans reader be careful. In this situation, you might perform an action that could result in equipment 
damage or loss of data.
TimesaverMeans the described action saves time. You can save time by performing the action described in the 
paragraph. 
WarningMeans reader be warned. In this situation, you might perform an action that could result in bodily 
injury.
Obtaining Documentation and Submitting a Service Request
For information on obtaining documentation, submitting a service request, and gathering additional 
information, see the monthly What’s New in Cisco Product Documentation, which also lists all new and 
revised Cisco technical documentation, at:
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html
Subscribe to the What’s New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed 
and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free 
service and Cisco currently supports RSS Version 2.0.
courier font Terminal sessions and information the system displays appear in courier font.
<   > Non-printing characters such as passwords are in angle brackets.
[ ] Default responses to system prompts are in square brackets.
!, # An exclamation point (!) or a pound sign (#) at the beginning of a line of code 
indicates a comment line. 
						

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