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Working in the Fields
Working in the Fields
Here are some procedures you can use while working in Cisco Unified Attendant Console,
Dialling a Number
Instead of selecting a contact from the directories and then making a call, you can dial a number using 
your keyboard. As you type, the digits appear in the Calling box under the Active Calls area. Ta b l e 1 - 1 5 
lists the available keys that can be used to edit a dialled number.
The following keys can be used,
Finding Contacts in the Directories
Cisco Unified Attendant Console’s search engine enables you to search for a specific person via 
configured criteria within the directories. This is useful if the console is extremely busy. 
To locate a person or number, perform the following steps:
Step 1Select the directory that the required contact is in. This could be either the Full Directory, or a Personal 
Directory Group. 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.
Step 2When the Directory Tab is selected the cursor will default to the first search box. Also if you start typing 
the cursor will automatically go to the first search box.
Step 3You can select any search criteria. You can base your search on any of the following:
Last Name
First Name
Department 
Number
Step 4Press the Ta b key on the keyboard to jump between the search fields or point and click the mouse on the 
relevant search box.
Step 5Enter a keyword.
Table 1-15 Lists the keys used to edit the dialled number
Key Function
Backspace Clears digits when typing a contact number
Space Bar Clears the number while dialling out.
Enter Dials the entered number. 
						

							 
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Lateral Searching (Ctrl-F2) (Enterprise and Premium Editions only)
NoteWith AND Searching enabled, either via Options > Preferences > Filter Searching and ticking I want 
to use AND Searching or Options > Filter Searching and tick Use AND Searching it is possible to 
enter keywords in two places. Example being John in the First Name and Smith in the Last Name field. 
The results will display all records that meet the criteria that has been entered in BOTH fields and would 
eliminate records that only meet one of the criteria.
Step 6Press Enter.
The selected directory will filter out any contacts that do not match the keyword that is entered.
Once the required person has been located, either double click or press the Enter key twice to call the 
contact. Figure 1-12 shows an example of a search for people that have ‘John’ as a first name.
Figure 1-12 Example Search Results
NoteSearch will filter contacts that do not match the criteria if the Filter Search button   is pressed. If this 
button is not pressed the application will only select the contact that match the given keyword. For 
instance, if the Filter Search button   is pressed and you type “A” then the first contact that has its 
first letter “A” will be selected.
Lateral Searching (Ctrl-F2) (Enterprise and Premium Editions 
only) 
Lateral Search provides a filter feature that allows you to search specific criteria, such as Department, 
First or Last Names). This feature can be used within any of the contact directories. 
To use the lateral search feature, select a contact from the directory either by using the mouse or 
keyboard. Then initiate a lateral search by pressing Ctrl-F2 which displays an extended search screen 
showing all contacts matching the lateral search field.
Lateral Searching
The extended search window height can be resized and the window can be moved. After you resize the 
window, the Cisco Unified Attendant Console memorizes the new size and position of the window.  
						

							 
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Lateral Searching (Ctrl-F2) (Enterprise and Premium Editions only)
You can close the extended search window at any time using by pressing the ESC (Escape) key or by 
clicking on the close window icon (x).
When you initiate a Lateral Search, you must complete the selection or close the extended window prior 
to continuing with other features within the Cisco Unified Attendant Console.
To set the Preferred Lateral Search field you must specify the criteria within the Preferences. (Options 
> Preferences and then the Filter Search tab). Selecting None disables the feature. 
						

							 
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Lateral Searching (Ctrl-F2) (Enterprise and Premium Editions only) 
						

							CH A P T E R
 
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2
Customizing Cisco Unified Attendant Console
Cisco Unified Attendant Console provides the ability to customize both the appearance and functionality 
of the application. 
To access the console settings, choose Options > Preferences in the main menu. This will open the 
Preferences window. 
NoteYou can change the size of the font used in the interface from either the Preferences window, or by 
choosing Options > Font Size from the main menu. For the sizes available, see Display, page 2-3
The tabs in the Preferences window are explained below. 
General
The following settings are available in this tab:
Popup Application When 
Cisco Unified Attendant Console provides you the options to pop up the application when:
–Queued calls are waiting to be answered 
–My local device rings (if this is the device you are logged in with)
–Minimize when not in use 
If either or both of the first two options are checked, the application will pop up on your desktop if 
it is minimized. The third option will minimize the application when there are no calls active or 
queuing.
Internal Contacts Number Priority 
You need to set a priority so that if a contact doesn’t have the first number in the list, the next number 
will be substituted instead.
This table shows the possible contact numbers that are available, and the sequence which they will 
populate the Number field within the directory. If the contact does not have a Main Extension then 
the number that will be used is Business 1, then Business 2, then Mobile and so on. 
To change the sequence of the order that the numbers will be substituted, select the number type that 
you want to move and use the Up and Down arrows to move it to the correct location.
NoteNote the following:  
						

							 
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General
If 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 
Preferences Tab > 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.
Figure 2-1 displays the options that can be configured from the General tab. 
Figure 2-1 Preferences Section General Tab 
						

							 
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Display
Display
The Display tab enables you to set the following: 
Queues Order (Cisco Unified Attendant Console Premium Edition only) – if you do not want the 
queues sorted in the order they were created, check Sort queues alphabetically. 
When a section becomes selected – The Change font Colour setting allows you to change the font 
colors of the labels in Cisco Unified Attendant Console for the selected area. This makes it easy to 
see which area you have selected when operating the console. The default is that the text becomes 
red. 
Display Call Information 
–Show Routing Tag allows you to display the intended destination of each call as well as the 
standard details with each call such as Caller ID and internal/external notification. This is set 
by default. 
–Show Time-out Conditions allows you to display details of why a call has returned to the 
operator. 
When making calls – This controls whether the BLF/Presence prompt is displayed. By default 
Prompt if Presence Status is set is not selected. 
When dragging and dropping – The Display a drag image option allows you to see a complete 
image on screen of the call you are dragging across the screen.  
						

							 
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Display
Font Size – Use this to change the size of the font in the Cisco Unified Attendant Console interface 
to help make it easier to use. Select from Default, Medium, Large or Extra Large. You can also 
set this parameter from the main application menu by choosing Options > Font Size. 
Resilience (Cisco Unified Attendant Console Premium Edition only) – Check Prompt when 
switching servers (the default) to be prompted when servers switch during server failure or 
recovery. 
Figure 2-2 displays the options that can be configured from the Display tab. 
Figure 2-2 Preferences Section Display Tab 
						

							 
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Presence
Presence
This tab provides the Operator with the facility to set the preferences for the Presence information.
Default Presence Display – Select between either Microsoft Presence Status, Cisco Presence 
Status or None.
Enable Microsoft Presence Information – To display the Microsoft Presence Information tick this 
box and select which field will be used to retrieve the information.
The selection is made via a drop down selection with the choices being: Email, Email 2, Email 3, 
User Field 1, User Field 2, User Field 3 or User Profile.
Enable Cisco Presence Information – To display the Cisco Presence Information tick this box and 
select which field will be used to retrieve the information.
The selection is made via a drop down selection with the choices being: Email, Email 2, Email 3, 
User Field 1, User Field 2, User Field 3 or User Profile.
Figure 2-3 displays the options that can be configured from the Presence tab. 
Figure 2-3 Preferences Section Presence Tab  
						

							 
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Dialling
Dialling
The following option is available in this tab,
Voicemail Prefix –This option allows you to enter a prefix that will send the call directly to a 
voicemail extension.
Au t o  D i al – This option allows you to automatically dial an internal or external number after a 
defined time. You can set the duration of time for Auto Dial. The desired number is entered in the 
area below Active Calls.
Figure 2-4 displays the options that can be configured from the Dialling tab. 
Figure 2-4 Preferences Section Dialling Tab
Call Transfers
The following options are available in this tab: 
When Dragging and Dropping or Double Clicking (All Editions)
This section allows you to choose the type of transfer you would like to perform when dragging and 
dropping or double clicking a call. You can click a radio button to choose one of the following 
options:
–Perform consultation transfer 
–Perform blind transfer (this is selected by default) 
When Blind Transferring (Cisco Unified Attendant Console Enterprise and Premium Editions 
only)
When Blind Transferring a call, you can select Automatically Campon if busy. This automatically 
stacks the call on to the extension until it becomes available and increases the speed of call handling.
When Re-establishing a Call (Cisco Unified Attendant Console Enterprise and Premium Editions 
only)
When re-establishing a call, you can select Automatically Campon if busy. This automatically 
stacks the call on to the extension until it becomes available and increases the speed of call handling.