Cisco Attendant Console 9 User Guide

							CH A P T E R
 
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Using Cisco Unified Attendant Console
As the heading demonstrates, this section is about the operational flow of the application. It covers the 
topics relating to call management. In this section, you are given instructions on how to work within 
Cisco Unified Attendant Console. There are two levels of monitoring that can be displayed within Cisco 
Unified Attendant Console, Phone and Line Status. The icons shown in Ta b l e 3 - 1 appear in the 
Directories and reflect the Phone Status.
Answering Calls
Cisco Unified Attendant Console attends two types of calls,
Internal Calls – that are received from a local extension
External Calls – that are received from an external number
Calls that are being attended appear in the Active Call Area (F7). Figure 1-9 on page 1-16 shows an 
example of a call in the Active Calls area. 
The calls coming into the system are prioritized and queued in the Queued Calls Area (F8). Calls can be 
answered using the following three methods,
Answer Next – Answering the next call in queue.
Cherry Picking – Selecting a particular call from the queue to answer.
Forced Delivery - Queues can be configured as Forced Delivery which means the calls will be 
distributed to the longest idle Attendant.
Table 3-1 Directory Area Phone Status Icons
Icon Description
On-hook.
Active
Unavailable.
Ringing in 
						

							 
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Answering Calls
Answer Next
Incoming calls are prioritized by the system before being displayed on screen. Calls are then displayed 
in the Queued Calls Area (F8) in descending order of priority.
Answer Next is the easiest way to answer incoming calls. This option answers calls in the order of 
priority set by the system. The top priority calls are answered first. 
To answer the next call using the keyboard, perform the following steps:
Step 1Press F8 to select the Queued Calls Area.
Step 2Press the ‘+’ key on the keyboard and the call will be delivered to your handset.
To answer the next call using the mouse, perform the following steps:
Step 1Right-click in the Queued Calls Area.
Step 2From the context menu, choose Answer Next.
The following image illustrates how you can use the context menu to answer the next call. The call with 
the next highest priority will be answered irrespective of which call is selected in the Queued Calls Area. 
Figure 3-1 displays a call being answered through the Answer Next option.
Figure 3-1 Example Call Answered Using Answer Next  
						

							 
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Answering Calls
Cherry Picking (Not in Department Edition) 
NoteThis section does not apply to Cisco Unified Attendant Console Department Edition as the queues are 
not displayed.
The incoming calls being displayed can be cherry picked from a specific queue as required.
In order to answer a call you must select a queue and then select the call you wish to answer.
To select a queue using the keyboard, perform the following steps:
Step 1Press F9 to select the Queues field. 
Step 2Use the up and down arrow keys to select the required queue. 
Step 3The F8 field will display the calls that are waiting in the selected queue.
NoteTo revert back to seeing all calls from all Queues, select All Queues icon from F9.
If you are using a mouse, simply click on a queue in the Queues field (F9). After selecting the queue, 
you are ready to take waiting calls. 
To answer calls in the selected queues, using the keyboard, perform the following steps:
Step 1Select the Queued Calls Area by pressing the F8 key. 
Step 2Using the up and down arrow keys, select the call to answer.
Step 3Press Enter key to connect the call.
To answer calls in the selected queue using a mouse, perform the following steps:
Step 1Select the All Queues field.
Step 2Click on the relevant call.
Step 3Click the   Answer Call button in the call control tool bar.
A personal call direct to your extension will show in the Active Calls field, and ring your handset. You 
can answer by picking up the handset, or by clicking the   Answer Call button.
NoteYou can simply drag and drop a call from the Queued Calls Area (F8) to the Active Calls area to 
answer. 
						

							 
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Answering Calls
Forced Delivery
A specific queue can be designated to be immediately answered by the next free Attendant. The calls in 
this queue are configured to be presented to the longest idle Attendant or a circular work-share between 
Attendants logged in and able to answer the queue. The Answer Next key (PLUS) is not required as the 
call will go directly to the Active Calls Field and ring the handset. You can answer by picking up the 
handset, or by clicking the   Answer Call button. 
Operators can log out while a forced delivery call is ringing on their handset. 
Directory Call Forwarding
If a contact has Call Forwarding set on their device then an icon will reflect this in the Directory area. 
NoteIn an instance where a contact has multiple lines the Call Forwarding icon will only be displayed if it is 
configured on the primary line. 
Hovering over the contact will display a tool tip providing further details, such as the number that the 
Call Forwarding is set to divert to. For example: 
To see any secondary lines you will need to press F2, which will display the Presence Status window. In 
Figure 3-2 extension 1001 is shown as diverted and 1027 is shown as on hook.
Figure 3-2 Example of Presence Status Set on a Multiple Line Device  
						

							 
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Alternate Numbers and Presence Status
This Status screen can be triggered in two ways: 
If a contact is selected from a Directory and F2 is pressed.
If an attendant operator transfers a call to an extension with a presence status assigned. This will 
prompt the attendant that the person the call is being forwarded to currently has a presence status 
set. Ta b l e 3 - 2 describes the controls in the Presence Status Window.
The icons that denote the Line Status are shown in Ta b l e 3 - 3. 
To transfer a call, perform the following steps:
Step 1Select a contact from Alternate Contact Details.
Step 2The operator can click on any of the following options as required:
Table 3-2 Presence Status Window Controls 
Control Description
Phone  Status The current status of the contact. The phone state is represented by phone status 
icon and text.
Summary  Panel Phone Status, Cisco Presence and Contact Notes. These can be highlighted and 
the status explained in the Detail Panel.
Detail Panel The contents of this panel change to show the particular status requirement 
selected in the Summary Panel. 
With Phone Status selected in the Summary a list of the individual lines linked 
to the contacts phone will be displayed.
Alternative Contact 
DetailsThis specifies the number to which the call must be forwarded. If the number 
is saved in the directory, contacts full name will be displayed instead of the 
number itself.
Table 3-3 Line Status Icons 
Icon Description
On-hook.
Off-hook.
Unavailable.
Ringing in
Ringing out
Ringing out on busy extension
Connected
Call on hold
Call forwarding 
Notes 
						

							 
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Answer Call
Call 
Consult Transfer 
Blind Transfer 
Transfer to Voicemail 
Hold 
Hold with Notes 
Start Conference 
Park Call 
Step 3Click Close to cancel. 
Ta b l e 3 - 4 shows the available keystrokes that can be used in order to make the desired transfers:
Table 3-4 Keystrokes for Transferring a Call
Key Description
Enter The call is consulted to the selected alternative number.
Enter + Enter (pressing Enter twice) The call is blind transferred to the selected alternative number. 
						

							 
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Figure 3-3 shows a phone device that has two lines linked to it. This example does not have a Presence 
Status set and has been triggered by pressing the F2 button.
Figure 3-3 Alternate Numbers/Presence Status Window  
						

							 
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Transfer Calls
Transfer Calls
After answering the call, you can transfer it to a requested device, contact or external number. A transfer 
can be made either as a blind or consult (announced) transfer. Calls can be transferred to any available 
destination either internally or externally.
Transferring a call is straightforward using the mouse or the keyboard and can be completed by either 
entering the desired extension number (if known), or searching the directories for the correct contact.
A blind transfer is a call that is transferred without consulting the recipient.
Blind Transferring to a Known Number
To blind transfer a call to a known number using the keyboard, perform the following steps:
Step 1Answer a call or select the call in the Active Calls field.
Step 2Type in the destination number (internal or external). The cursor is automatically placed in the Dial Box. 
Step 3Double Press the ENTER key quickly to transfer the call.
To blind transfer a call to a known number using a mouse, perform the following steps:
Step 1Answer a call or select the call in the Active Calls field.
Step 2Using the keyboard type in the destination number (internal or external). The cursor will automatically 
be placed in the Dial Box.
Step 3Press Enter. This will initiate the transfer.
Step 4Press  Tr a n s f e r  again to transfer the call.
Blind Transferring to a Directory Contact
If the extension number of the desired recipient is not known you can easily search the Directory to find 
the correct contact. The directories will allow searches to be made via a number of search fields that 
appear at the top of the Directory area.
To blind transfer a call to a Directory Contact using the keyboard, perform the following steps:
Step 1Answer a call or select the call in the Active Calls field.
Step 2If searching for a contact using the first displayed search field, simply start typing. Alternatively pressing 
F3 will take the cursor to the first displayed search field. The cursor will automatically move to the first 
search field. If you need to use a search field that isn’t the first on the screen, use the Tab key to find the 
right field to type into.
Step 3As you type, the directory will shrink as contacts are matched (Depending on how Filter Search is 
configured, SeeChapter 2, “Filter Search ’on page ”2 - 14). Keep typing until the required contact is 
found, or use the up or down arrow to highlight the contact. 
						

							 
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Transfer Calls
Step 4Double-click the Enter key to transfer the call.
To blind 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 Directory area. Alternatively, pressing F3 will take you to the 
first Search field in the displayed directory
Step 3Start typing and as you type the directory will shrink as contacts are matched. Keep typing until the 
required contact is visible and use the mouse to select the desired contact
Step 4Double-click the contact to initiate the transfer.
Step 5Press  Tr a n s f e r  to transfer the call.
Or
Step 1Point the mouse at the relevant call within the Active Calls field.
Step 2Press the left mouse button. 
Step 3Whilst holding the mouse button down, drag the call to the relevant destination within the Directory area 
and then release mouse button. 
NoteIn an instance where the contact is in a specific Personal Directory, you can open that directory by 
hovering the mouse over the Personal Directory tab, to open it before selecting the contact.
Or
Step 1Select call details that are displayed in the Active Calls field. 
Step 2Point the mouse at the relevant destination within the Directory or Speed Dial fields and click the right 
mouse button to reveal a Popup menu. 
Step 3From the popup menu choose Call.
Step 4Ensure that the call initiated is selected within the Active Calls field. 
Step 5Click the Complete Transfer button.
If a transferred call is not answered within a certain time duration, the call is reverted back to the Active 
Calls Area. These calls can then be handled through Reverted Call Controls explained in the latter part 
of the guide. 
						

							 
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Transfer Calls
Initiating a Consult Transfer
In this case, the destination of the transfer is consulted before the actual transfer takes place.
Consult Transferring to a Known Number
To consult transfer a call to a known number using the keyboard, perform the following steps:
Step 1Answer a call or select the call in the Active Calls field.
Step 2Type in the destination number. The cursor is automatically placed in the Dial Box.
Step 3Press the ENTER key to make the enquiry call.
Step 4After consulting with the destination press the ENTER key to complete the transfer.
To consult transfer a call to a known number using a mouse, perform the following steps:
Step 1Answer a call or select the call in the Active Calls field.
Step 2Using the keyboard type in the destination number. The cursor will automatically be placed in the Dial 
Box.
Step 3Press Enter. This will initiate the transfer.
Step 4Press  Tr a n s f e r  again to transfer the call after consulting.
Consult Transferring to a Directory Contact
If the extension number of the desired recipient is not know you can easily search the Directory to find 
the correct contact. The directories will allow searches to be made via a number of search fields that 
appear at the top of the Directory area.
To consult transfer a call to a Directory Contact using the keyboard,
Step 1Answer a call or select the call in the Active Calls field.
Step 2Select the Directory that the contact appears in. This can be done by pressing Alt and the Number of the 
tab. Example: Alt and 3 will open the 3rd tab, Alt and 5 will open the 5th tab.
Step 3If searching for a contact using the first displayed search field, simply start typing. The cursor will 
automatically move to the first search field. Alternatively, pressing F3 will also move the cursor to the 
first Search field. If you need to use a search field that isn’t the first on the screen, use the Ta b key to 
find the right field to type into.
Step 4As you type the directory will shrink as contacts are matched (Depending on how Filter Search is 
configured, See Chapter 2, “Filter Search ’on page ”2 - 14). Keep typing until the required contact is 
found, or use the up or down arrow to highlight the contact.
Step 5Press the ENTER key to initiate the enquiry call.
Step 6After the consult, press the ENTER key again to complete the transfer.