Cisco Attendant Console 9 User Guide

							CH A P T E R
 
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Getting Started
Cisco Unified Attendant Console must have the relevant telephony software and hardware installed and 
configured. For details see, Cisco Unified Attendant Console Web Admin and Installation Guide. 
Contact your system administrator to configure your system.
Accessibility for Users with Disabilities
Cisco Unified Attendant Console provides accessibility features that make it easier for blind and visually 
impaired users to use the application.
Cisco Unified Attendant Console provides the ability to customize the appearance of the application 
making it simpler for users with low vision to adjust the look of the console. This allows users to work 
in the manner that they find most comfortable. To access the console settings choose Options > 
Preferences or Options > Font Size from the menu bar. For more information, see Chapter 2, 
“Customizing Cisco Unified Attendant Console”. 
The software can be used with a mouse as well as keyboard navigations. The keyboard navigations have 
been listed in the following section. For the user’s convenience graphical buttons are also available. Each 
icon displays a tool tip when the mouse is hovered on it, clearly defining the function of the graphic 
button. A list of icons along with their descriptions has also been provided in the following sections.
Attendants also have an option to use Cisco Unified Attendant Console with a screen reader plug in 
called JAWS. The screen reader provides the attendant with information on the status of the attendant 
console as well as with information about the text in the attendant console windows.
Cisco Unified Attendant Console also comes with context-sensitive help. For every page, users can 
access help specific to a window or a field by simply clicking F1.
For more information on Cisco Accessibility Program please contact through the following link,
http://www.cisco.com/web/about/responsibility/accessibility/contact.html
Using the Keyboard 
Most of the operations can be performed through mouse clicks; however, you can also use the keyboard 
to perform call control operations. Ta b l e 1 - 1 Shows the function keys that can be used to operate Cisco 
Unified Attendant Console. 
						

							 
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Using the Keyboard
Key Descriptions
Table 1-1 Key Descriptions
Key Name Description
F1 Help
F2 Alternative Numbers, BLF and Presence Status
F3 Will bring the cursor to the first Search Field in the Directory area.
F4 Create a Personal Directory Group
F5 Call Progress Field
F6 Speed Dials Field
F7 Active Calls Field
F8 Queued Calls Field (Incoming Calls)
F9 (not in Department 
Edition)Queues Field
F10 Go Unavailable
F12 Contact Details
Backspace Number Correction. Cancels the mis-dialed numbers
Insert Camp on. Used to stack a call against a busy extension.
Delete Re-establish. Retry a call.
Page Down Hold/Retrieve. One key depression places the call on Hold. Pressing the key 
again retrieves the held call. Any call that returns to the Call Progress Field; 
for example, no reply or a parked call is retrieved in the same way
Enter Connect/Clear. Either connects the call or clears the call down depending on 
the operating transaction in process
 
Plus Answer Next/Toggle. Answers the next highest priority call or when offering 
a call will toggle between calling and called parties. 
If a queue has Forced Delivery set then this button will not be needed for the 
call to be moved to the Active Call area F7.
Minus Cancel Consult. Having offered a call, if the called party refuses, the key will 
drop the called party and the calling party is in circuit
Home Call Park. Press to park a call on a park extension number
End Conference. Used to start the conference procedure and then add parties
Context Key Used to bring up the associated menu in the highlighted Field Header, use   
 to required item and Enter key to select
Space Bar Used to delete the number whilst in the process of dialling out 
Tab Key When you are in a Directory Search box, the Tab key can be used to jump 
across the search Fields
Alt- Used to jump across Personal Directory Tabs. The  is a whole 
number in the range 1 to 10, which selects the corresponding tab. 
						

							 
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Using the Keyboard
Additional Functions
You can perform additional functions using the CONTROL (Ctrl) key. These are explained in Ta b l e 1 - 2. 
Table 1-2 Combination Key Functions 
Key Combination Description
Ctrl-F2 Used to display the Lateral Search (Cross tab) within the directories. 
This requires enabling in Preferences
Ctrl-F5 Used to Display My Camped on Calls
Ctrl-M Used for sending an email to an extension user not responding to a 
call
Ctrl-E (not in Department 
Edition)Used to force the queues into Emergency Mode
Ctrl-I Used when the console is opened to trigger the Login screen.
Ctrl-O Used to log the attendant console operator out of the system.
Ctrl-Q Used to Mute a call when certain actions are taken. This is set up in 
preferences and the actions include Performing a Search, Pressing 
numeric keys to dial numbers or Changing or Selecting Directory 
screens.
Ctrl-R Used to reclaim a call 
						

							 
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Chapter 1      Getting Started
Logging In
Logging In
You must log in to the application with your Login Name, Password and Extension number. Each user 
has a unique identity to log in to Cisco Unified Attendant Console. Logging on to Cisco Unified 
Attendant Console also logs you on to Cisco Unified Attendant Server. After logging on successfully 
you can process both internal and external calls.
To login to the Cisco Unified Attendant Console, perform the following steps:
Step 1Press Ctrl-I or choose File > Login, this will open the Login window. 
Figure 1-1 shows the Login window.
Figure 1-1 Login Window 
Step 2
Ty p e  Login Name and Password.
Step 3Enter an Extension.
Step 4Click Login.
Ta b l e 1 - 3 explains the fields displayed in the Login window. 
If you are logging in to a resilient Cisco Unified Attendant Console Premium Edition installation, which 
has a Publisher (primary) and Subscriber (secondary) server, the application connects to the server it was 
last connected to. If the default Publisher server fails, as soon as there are no active calls the application 
Table 1-3 Login Window Fields 
Field Example Description 
Operator Details 
Login Name OPERATOR1 You must provide a login name here in order to log into the application.
Password *** The password is required for secure login.
Device Details 
Extension 1000 Enter the extension number you are using to handle calls. 
						

							 
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Logging In
cuts over to the Subscriber server. If the application cannot connect to the Publisher server at login, you 
are informed that you are being logged in to the Subscriber server. If the application cannot connect to 
either server, a failure message is displayed. 
NoteWhen you are logged in to the Subscriber server you cannot create, update or delete directory contacts, 
including contacts in the BLF or personal directory groups, nor can you create, update or delete personal 
directory groups. 
If the Publisher becomes available while you are logged in to the Subscriber, you are asked whether you 
want to log into the Publisher or to stay logged in on the Subscriber. If the Subscriber fails while you are 
logged in to it, and if the Publisher is available, you are prompted that you are being logged in to the 
Publisher. 
The Extension number that is entered during login must be the Primary Number for a device. It is 
possible that the same extension number might be configured as a primary number for another device on 
a different partition. In order to differentiate between the two devices configured on the same extension 
number, the MAC address can be used to identify each device. A MAC address is a unique identifier for 
each device.
During login, if multiple instances exist in Cisco Unified Communications Manager for the directory 
number you entered, a Duplicate Device window will be displayed. You can select a MAC address and 
view the relevant details for the directory number and select the correct device as shown Figure 1-2.
Figure 1-2 Duplicate Device Window with Information for the Selected Device 
						

							 
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Go Unavailable (F10)
When you select a MAC address, the following information for the selected MAC Address is displayed 
as configured in Cisco Unified Communications Manager. This information is described in Ta b l e 1 - 4.
Once the extension is selected, the application will initialize using the selected number. The selected 
extension will be used for subsequent sessions from the same PC.
NoteShared Lines are NOT supported as Operator phones. 
Go Unavailable (F10)
You can take a break by going unavailable for a specific time. The calls will still appear on the console 
but you will not be able to answer them. The short cut key for going Unavailable is F10. Figure 1-3 
displays the Go Unavailable window that appears when F10 is pressed. 
Figure 1-3 Go Unavailable Window
To become available, click Go Available (F10).
Table 1-4 Duplicate Device Window Fields 
Field Example Description
MAC  Address SEP00141C48DDD9 This field specifies the MAC Address. This is the unique 
identifier for a device. If the directory number for a 
device has multiple instances in Cisco Unified 
Communications Manager, the MAC Address is used to 
identify the relevant device.
Directory Number 5351 The number used by the operator to log in.
Description Auto5351 This field provides the description for the device.
Route Partition FACAccess The route partition the extension is configured on.
Calling Search Space FACAccess The calling search space the extension is configured on. 
						

							 
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Interface
Interface
Figure 1-4 displays Cisco Unified Attendant Console interface. 
Figure 1-4 Cisco Unified Attendant Console Layout 
Key to Figure: 
1.Menu Bar 
2.Queues (F9) (Not in Department Edition) 
3.Queued Incoming Calls (F8) 
4.Directories 
5.Call Control Toolbar 
6.Call Progress (F5) 
7.Active Calls (F7) 
8.Parked Calls 
9.Speed Dial (F6) 
10.Status Bar. 
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Interface
Menu Bar
Ta b l e 1 - 5 describes the Menu Bar. 
Queues (F9) (Not in Department Edition)
The Queues field displays the queues that are available to the logged in operator. Each icon represents a 
different queue. When an incoming call is delivered to the queue, a numeric indicator shows the number 
of calls waiting to be answered. A ringing tone is heard by the caller until the call is answered.
Within the Web Admin application it is possible to designate a specific queue to be immediately 
answered by the next free Attendant (This is referred to as Forced Distribution). The calls in the queue 
are configured to be presented on longest idle Attendant Operator or Circular i.e. work share between 
Attendants logged in and able to answer the queue. The Answer Next key is not required to be pressed 
and the call will automatically appear in the Active Call Field F7. The Caller is in circuit.
Table 1-5 Menu Options 
Control Name Description
File
Login This option is used to login. 
Log out This option logs you out from Cisco Unified Attendant Console.
Exit This option is used to close the application.
View
Toolbars This option activates/deactivates the Call Control tool bar.
Queues (not in Department 
Edition)This option allows you to either View All Queues or View Individual 
Queues.
Speed Dial This option activates/deactivates the Speed Dial field.
Call Park  This option activates/deactivates the Parked Calls field.
Display Salutation This option enables/disables the Salutation Window.
Display My Camped on Calls This option enables/disables the display of camped on calls. The 
shortcut for this function is (Ctrl-F5).
Options
Preferences This option opens the preferences window to customize Cisco Unified 
Attendant Console.
Emergency (not in Department 
Edition)The option allows you to send all the queues in Emergency Mode. All 
calls will be forwarded to a pre-configured destination.
Filter Searching You can select to switch on AND searching from this menu.
Font Size  Use this to change the font size displayed in the interface. 
Help
Contents It opens on-screen help.
Keyword Search Allows you to use keywords to search the help file.
Graphics Displays a graphic panel that displays all of the graphic icons used 
within the Cisco Unified Attendant Console.
About Attendant Console The version and copyright information. 
						

							 
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Interface
Ta b l e 1 - 6 describes the icons that are displayed in the Queues (F9) area of the screen.
Right-clicking on a call in the Queues area and choosing an option from the context menu can also access 
the above-mentioned options.
Press Ctrl-E to force the queues into Emergency Mode.
Queued Incoming Calls (F8) 
This field displays calls waiting in queues, plus the following information:
Name of the caller
Number of the caller
Elapsed time the call has been waiting in queue
Name of the queue (optional)
Ta b l e 1 - 7 describes the functions that can be performed on the calls in this area using the keyboard,
These functions can be accessed through the right-click context menu. 
Directories
There are two types of directories in Cisco Unified Attendant Console:
Full Directory - This shows all of the contacts that are available within the Cisco Unified Attendant 
Console environment.
Table 1-6 Queues Area Icons 
Icons Types of Queues
Console Queues that have Forced Delivery configured.
Console Queues that are active and ready to receive calls.
Queues in night service.
Queues in Emergency mode.
Table 1-7 Function Keys for Queued Incoming Calls Field
Key Function
+ Answers the next incoming call.
NoteIf a queue has Forced Delivery set then this button will not be needed for the call to be 
moved to the Active Calls field F7.
Enter Press to answer the incoming call. 
						

							 
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Interface
Personal Directory Groups - These directories can be modified to display a portion of the Full 
Directory. These directory groups are specific to the credentials used to the login used with the Cisco 
Unified Attendant Console. 
Full Directory
The Cisco Unified Attendant Console has a directory area where contact information can be easily 
retrieved. The initial directory that is displayed is titled Full Directory, and will display all of the contacts 
that are registered within the Cisco Unified Attendant Console environment. This can include both 
internal and external contacts.
There are aspects of the directory that are configured through the Cisco Unified Attendant – admin, but 
the basic information that is normally displayed will include contact details such as:
First Name
Last Name
Department
Job Title
Extension Number
Email
These are the default settings and can be changed. Figure 1-5 is an example of a Full Directory display.
Figure 1-5 Full Directory 
Call control operations can be performed on the contacts in the any of the Directories in the following 
ways:
Using the mouse, select a contact in the directory and click any call control button on the call control 
toolbar. These buttons have been explained in the previous sections.
Right-click a contact and choose an option from the context menu.
Use the keyboard shortcuts to perform call control operations as explained in the previous sections.