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Ta b l e 1 - 8 provides a description of the icons that appear next to a contact in the Directory area. Ta b l e 1 - 9 
describes the functions of the keys used within the Directory area. 
Personal Directory Groups (F4)
Personal Directory Groups provide the Cisco Unified Attendant Console operator with the ability to 
create custom directories that make navigating the full directory easier to use. 
Table 1-8 Directory Area Contact Icons
Icon Description
Indicates the Presence status of the Contact.
Indicates the status of the extension. 
It can also be used to indicates the type of contact number being used, for example,   
Mobile,   Business,   Home,   Fax or   Pager.
Indicates that the contact has some notes attached.
Indicates that an alternate number has been specified for the contact, or one of the following 
fields have an entry in the Contact Numbers:
Mobile
Business 1
Business 2
Home
Table 1-9 Keys Used for Functions within a Directory 
Key Function
Ctrl-F2 (preference 
specific - See Filter 
Search, page 2-14) 
(in Cisco Unified 
Attendant Console 
Enterprise and Premium 
Editions only)Open a Lateral Search for alternative colleagues of the selected contact. 
This search will be on the category that has been set within the preferences.
When the Lateral Search window opens, its title bar contains details of the 
directory column searched and the data for the selected contact from that 
column. 
The Lateral Search window can be moved or reshaped as required.
F2 Opens BLF, Presence Status and Alternative Numbers.
F4 Create a Personal Directory Group. 
F12 Opens Contact Properties.
Shift-F4 Allows you to edit an existing Personal Directory Group
Ctrl-F4 Allows you to delete an existing Personal Directory Group
Ctrl-Tab and 
Ctrl-Shift-TabWill either select the next or previous directory tab and display the contact 
details.
Alt-, where 
 is a whole 
number in the range 1 to 
10 This allows for an Attendant Operator to jump to a specific Personal 
Directory. You can use this method to view the first 10 directory tabs only. 
Example: If you have five directories and you press Alt-2 the second 
directory tab will be displayed, If you press Alt-4 the fourth directory tab 
will be displayed. 
						

							 
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NoteIf you have a resilient Cisco Unified Attendant Console Premium Edition installation, you must be 
logged into the Publisher server to be able to create Personal Directory Groups. 
To navigate between Personal Directories, you can either select the tab heading. You can also use 
Ctrl-Tab and Ctrl-Shift-Tab to select the next or previous directory. Alternatively, you can navigate 
directly to any of the first ten tabs by pressing Alt-, where  is a whole number in 
the range 1 to 10. 
With Personal Directory Groups you can take a call that has arrived on the Cisco Unified Attendant 
Console and drag and drop it to a specific Personal Directory Group tab and the contacts within that 
group will be available for selection. 
To Create a New Personal Directory Group 
NoteA maximum of 100 Personal Directory Groups can be created.
NotePersonal Directory Group are a way for Cisco Unified Attendant Console Operators to customize their 
directories, and should not be used to add personal numbers to a corporate network as this will impact 
on the contact licenses used,
Step 1To create a new Personal Directory Group, position the mouse within the Directory Field of the Cisco 
Unified Attendant Console and press F4 or right-click within the Directory Field and go to Personal 
Directory Group and New. A dialog box will appear (Figure 1-6) and the following information is 
required.
Figure 1-6 Personal Directory Group Dialog Box
Step 2
Under Details you have to provide a meaningful Name and Description for the group. 
Step 3Within the Filter area you need to enter the criteria that you want to filter the directory group with. Select 
the Field type from the drop down selection. 
Step 4Then select the Measurement type that you will use:
If it is a text based field like Last Name, Department, etc you can select from:
–Begins with, 
–Contains,  
						

							 
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–Ends with, 
–Is equal to.
If is a numeric field, such as Number you can select:
–Begins with,
–Contains,
–Ends with,
–Is equal to,
–Is greater than or equal to,
–Is less than or equal to.
Step 5Enter the Measurement Va l u e.
An Example would be Field: Last Name, Measurement Type: Begins with, and the Measurement 
Va l u e :  K. This would produce a directory with a list of contacts where their last name starting with the 
letter K.
Step 6[Optional] You can click on New to add an additional Criteria. You can use a maximum of three Criteria 
to create or modify a Personal Directory. 
NoteIf a directory is created that uses the parameter Number to filter by, the criteria entered will be measured 
against all of the number fields that are indexed (Main Extension, Business 1, Business 2, and Mobile 
etc, etc) and all results will be displayed that meet the criteria.
With the directory displaying only the Main Extension number, or the substitute number (defined in 
Options > Preferences > General and Internal Contacts Number Priority – it may appear that the 
directory is showing an inconsistent result. This is not the case and will point to the fact that the contact 
has another of the numbered fields that matches the criteria set (eg. Business 1, Business 2, and Mobile 
etc, etc).
Example: - A contact has its primary number as a mobile 22222, yet has a buiness1 number set as 1111. 
So the directory would always show 22222 as that is its primary number based on the priority.
If however business1 is an indexed field and an Attendant Operator creates a personal directory group 
where Number Is equal to 1111, then our example contact would be displayed (because the mobile met 
the criteria) yet the number displayed would be the primary number which is 22222.
Adding Contacts to an Already Created Personal Directory Group
From the Full Directory it is possible to select a contact and drag it to a previously created Personal 
Directory tab. The contact will then appear in that Personal Directory, regardless of if it matches the 
criteria set for that group. 
NoteIf you have a resilient Cisco Unified Attendant Console Premium Edition installation, you must be 
logged into the Publisher server to be able to add, delete or change contacts. 
To Modify a Personal Directory Group 
Pressing Shift-F4 allows you to see the details of an existing Personal Directory Group and modify them. 
						

							 
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To Delete a Personal Directory Group 
Pressing Ctrl-F4 allows you to delete an existing Personal Directory Group. You will be prompted to 
confirm that you want to make the deletion.
Figure 1-7 Example Delete Personal Directory Group Warning
Call Control Toolbar 
The Call Control toolbar is located between the Queued Calls and Active Calls areas. It shows icons for 
all the call control operations available at any given time. Figure 1-8 shows an example of the Call 
Control toolbar with a selection of items available and some unavailable. 
Figure 1-8 Call Control Toolbar
Ta b l e 1 - 1 0 describes the Call Control toolbar icons.
Table 1-10 Call Control Toolbar Icons
Control Name Icon Description
Answer Call Click to answer a ringing call (not a queued call).
Mute Call Click to Mute a Call. This will put the call on hold locally (on the handset) 
and the caller will hear your music on hold.
Clear Call Click to clear an active call. 
Transfer Call Click to complete a pending consultation transfer. 
Retrieve Call Click to retrieve a held call.
Toggle Call Click to switch between Active and Held calls.
Re-establish  Click to redo an action previously performed on a call. 
Hold with Notes Click to attach notes to the current call before placing the call on hold.
NoteThe notes are for your use, and do not get sent on with the call.
Hold Click to place a specific call directly on hold. 
						

							 
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Right-clicking on a call in the Active Calls field and choosing an option from the context menu can also 
perform the above-mentioned operations. You can also access these options using your keyboard (see 
Chapter 1, “Using the Keyboard”).
Call Progress (F5)
The Call Progress field displays two types of calls:
Calls that are placed on hold. 
Timed-out (returned) calls that were transferred or parked on a device.
You can retrieve or re-establish a call from the Call Progress area in the following ways:
Using the mouse, select a call in the Call Progress area and click any call control button on the call 
control toolbar. These buttons have been explained in the previous sections.
Right-click a call and choose an option from the context menu.
Use the keyboard shortcuts to perform call control operations as explained in the previous sections.
Ta b l e 1 - 1 1 provides a description of the fields displayed in the Call Progress area. Contact Properties Click to view contact details of the caller. 
Start Conference Click to consult and start conference with another user.
Conference Click to bring the parties together in conference.
Camp on  Click to transfer a call to a busy extension.
Park Call Click to place the call on a call parking device.
Table 1-10 Call Control Toolbar Icons
Control Name Icon Description
Table 1-11 Fields Displayed for a Call in the Call Progress Area
Control Name Description
Call Progress The caller’s number.
Time It is the elapsed waiting time of the caller.
Extension Extension for which the call was transferred.
Status This indicates whether you have placed the call on hold, or, if the call has returned on 
time-out.
Label  The label indicator is displayed to show that there are notes attached to the call.  
						

							 
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Active Calls (F7)
The Active Calls field displays calls that are being processed. You can view call information such as:
Name of the queue
Current status of the call, that is, Held, Calling, Talking or Busy
Figure 1-9 shows an example of the Active Calls field.
Figure 1-9 Example Active Calls Field
NoteIf a queue has been configured to Forced Delivery in Web Admin, you do not need to press Plus to 
answer the call. It will automatically appear in the Active Call F7 field and the caller will be in circuit.
Ta b l e 1 - 1 2 describes the keys that can be used in the Active Calls Area,
Table 1-12 Keys Used to Handle Calls in Active Calls Field
Key Function
Enter Press to answer the incoming ringing call.
Enter Press to clear the connected call.
Enter Press to complete the Consult Transfer of the call.
PgDn Press to hold.
PgDn Press to retrieve the held call.
- Press to cancel Consult Transfer.
End Press to start and join all parties in Conference.
Delete Press to re-establish a call.
F2 Press to display Alternative Numbers, BLF and Presence Status.
F12 Press for Contact Details
Home Press to park the answered call on a device.
Ctrl-M Used for sending an email to an extension user not responding to a call 
						

							 
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Right-clicking on a call in the Active Calls area and choosing an option from the context menu can also 
access the above-mentioned options.
Parked Calls 
The Parked Calls field displays a list of call park devices. If you are not using call parking, you can hide 
the Parked Calls field by clicking View > Call Park (this option toggles the display). By default you 
view all devices. 
Ta b l e 1 - 1 3 describes the controls you can use to control the Parked Calls field. 
The following fields are also displayed: 
Last call parked at—the number where you parked the last call.
Parked For—when a call is reverted from a busy extension and you park that call, this field displays 
the name of the contact the call bounced back from
A Call Park device with   Out of Service icon indicates that it is out of service and cannot be used 
for parking calls.
You can park or retrieve the calls in the following ways:
Using the mouse, select a Call Park device and click any icon on the call control toolbar. 
Right-click a device and choose an option from the context menu.
Use the keyboard shortcuts to perform call control operations as explained in the previous sections.
Table 1-13 Parked Calls Controls 
Control Function
Show all Call Park devices.
Show all Call Park devices available to you.
Unused devices are listed with this symbol.
Show only those Call Park devices where you have parked calls.
Devices with calls parked by you are listed with this symbol.
Show only those Call Park devices where other operators have parked their calls. 
Devices with calls parked by others are listed with this symbol. 
						

							 
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Speed Dial (F6)
The Speed Dial field contains a list of your frequently-dialled numbers, enabling you to dial them 
quickly. 
Figure 1-10 displays an example of a name in the Speed Dials field.
Figure 1-10 Speed Dial Field
You can perform call control operations in the following ways:
Using the mouse, select a contact and click any icon on the call control toolbar. 
Use the keyboard shortcuts to perform call control operations as explained in the previous sections.
NoteIf you have a resilient Cisco Unified Attendant Console Premium Edition installation, you must be 
logged into the Publisher server to be able to add, delete or change speed dial numbers. 
Adding an entry to the Speed Dial Field 
To add a number to the Speed Dial field, perform the following steps:
Step 1Right-click the Speed Dials field and select Add Speed Dial.
Step 2Enter Number, Name and Company name of the contact. Figure 1-11 displays the Speed Dial dialog 
box.
Figure 1-11 Speed Dial Dialog Box 
						

							 
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Ta b l e 1 - 1 4 describes the fields in the Speed Dial dialog box (shown in Figure 1-11).
Step 3Click OK.
NoteYou can simply drag and drop a contact from the Directory fields to the Speed Dial area.
Deleting an entry from the Speed Dial Field
To delete an entry from the Speed Dial field, perform the following steps:
Step 1Select the speed dial you want to delete.
Step 2Right-click and choose Delete Speed Dial. 
Step 3Click Ye s on the confirmation message. 
Updating an entry in the Speed Dial field
To update an entry in the speed dial field, perform the following steps:
Step 1Select the speed dial you want to update.
Step 2Right-click and choose Edit Speed Dial. 
Step 3Change the Name, Number and Company as required.
Step 4Click OK.
Table 1-14 Speed Dial Window Fields 
Field Example Description
Private Speed Dial Private speed dial numbers can only be edited and viewed by you. 
Other users logging into the application will not be able to view the 
numbers for which this checkbox is selected. If unchecked it will be 
visible to ALL other users.
Number 5550111 Contact number to be saved as speed dial.
Name John Smith Name of the contact.
Company CompanyA Name of the company where your contact works. 
						

							 
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Status Bar 
The status bar is an information area at the bottom of the GUI window; it is divided into sections, each 
of which shows information about the current state of an aspect of the application. From left to right, the 
sections show: 
Server Connection. 
Application Status. For example, Ready.
Database Connection.
If you hover the pointer over the Server Connection section a message is displayed when you lose your 
connection to the server, or when you are connected to the Subscriber server. For example:
Similarly, if you hover the pointer over the Database Connection section a message is displayed when 
you are connected to the Subscriber database. 
In either case, click the cross or wait 10 seconds to close the message. 
After you have viewed these messages, and for as long as the condition persists, the exclamation mark 
icon remains displayed in the relevant status bar section.