Cisco Attendant Console 9 User Guide
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3-11 Cisco Unified Attendant Console User Guide OL-27294-01 Chapter 3 Using Cisco Unified Attendant Console Transfer Calls To consult 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 required Directory. In the case where Personal Directories have been created, click on the respective Directory tab. Step 3Start typing and as 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 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 after consulting. 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 required Directory by hovering over the Directory tab, and then selecting the contact before releasing the mouse button. This sets up the enquiry call. Step 4Press Tr a n s f e r to transfer the call after consulting. Or Step 1Select call details that are displayed in the Active Calls field. Step 2Point the mouse at the relevant destination within the required 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. Although in these procedures a consult, or enquiry call has been made, if for some reason the transferred call is not connected 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.
3-12 Cisco Unified Attendant Console User Guide OL-27294-01 Chapter 3 Using Cisco Unified Attendant Console Making Calls Making Calls Cisco Unified Attendant Console allows you to dial and make calls. Calls can either be made directly to a contact or can be made using different call controls such as Call Parking, Transferring and Conference. These call controls are explained in detail, see Chapter 1, “Call Control Toolbar Icons ’on page ”1 - 14. There are two types of call that can be made, Internal Call – Calls that are made to the numbers existing within the system. For example, in a call centre, calls made to the numbers within the call centre are called internal numbers. External Call – Calls that are made to the numbers external to the system. For example, an operator in a call centre can make a call to a customer for marketing purposes. Making Internal Calls To call a local extension, perform the following steps: Step 1Enter the required number. No matter which area of the console you have selected, as you type, the digits will appear in the Calling box under the Active Calls area. Step 2Press Connect/Clear with the mouse or Enter key using the keyboard. A call will be initiated for the selected contact and the details will be displayed in the Active Calls area. Making External Calls To make an external call using a keyboard, perform the following steps: Step 1Dial the number of the access code and then the external number. (Unless Cisco Unified Attendant Console is configured to add the Access Number. This is done on the Cisco Unified Attendant Console). Step 2Press Enter key to start dialling. It is not necessary to place the cursor in the Calling Box, when you start typing the numerical values, it will automatically type in it. To make an external call using a mouse, perform the following steps: Step 1Select the required Directory using the mouse. Step 2Double click on the number to dial.
3-13 Cisco Unified Attendant Console User Guide OL-27294-01 Chapter 3 Using Cisco Unified Attendant Console Placing Calls on Hold Placing Calls on Hold While answering a call, Cisco Unified Attendant Console can place the active call on hold to answer other incoming calls. The call is held on a Service Queue for the time period set as Hold Recall Time in Cisco Unified Attendant Admin. After the Hold Recall Time elapses, the status of the call will change from Held to Hold Timeout. These calls can be handled through Reverted Call Controls explained in the latter part of the guide. A call can be reverted whether the Timeout has been reached or not.Figure 3-4 shows an example of a call on hold in the Call Progress Area. Figure 3-4 Call On Hold in the Call Progress Area The call will be shown in the Call Progress area and retrieved to the Active Calls area at any time. To hold a call through the keyboard, perform the following steps: Step 1Press F7 key to select Active Calls area. Step 2Select a call using up and down arrow keys. Step 3Press the (Page down) key to hold the selected call. To hold a call using a mouse, perform the following steps: Step 1Select a call in Active Call field. Step 2Click the Hold button.
3-14 Cisco Unified Attendant Console User Guide OL-27294-01 Chapter 3 Using Cisco Unified Attendant Console Retrieving Held Calls Retrieving Held Calls Calls placed on hold can be retrieved from the Call Progress area to Active Calls area. Calls reverted from Hold, Park and Transfer can also be seen in Call Progress area. To retrieve a held call using keyboard, perform the following steps: Step 1Press F5 key to select Call Progress area. Step 2Select a call using up and down arrow keys. Step 3Press the (Page down) key to retrieve the held call. To retrieve the held call using mouse, perform the following steps: Step 1Click on a held call in the Call Progress area. Step 2Click the Retrieve button. Muting Calls Cisco Unified Attendant Console provides the ability to mute a call when certain actions are being undertaken. There are two types of Mute, the first is automated and is set via the Options > Preferences > Mute tab. If this has been enabled it can include when a search is being made, when a number is being dialed, or if you are changing or selecting Directory screens. The second type of muting a call is manual and is instigated either by pressing the Mute button ( ) or pressing Ctrl-Q. The same key combination will also un-mute a call. Alternatively you can right-click on the active call and select Mute from the menu. Call Parking Cisco Unified Attendant Console provides you with the ability to park calls on to a call parking device. A parked call can be picked up from any phone on the Cisco Unified Communications Manager by simply dialling the extension number at which the call is parked. You can either park a call on a specific Park Device, or let the system select the device for you. You can see the available Call Parking devices in the Call Park area. To park a call using a keyboard, perform the following steps: Step 1Press F7 key to select Active Calls area. Step 2Select a call using up and down arrow keys. Step 3Press the Home key to park the call on one of the available call parking devices. To park call using a mouse, perform the following steps: Step 1Select a call in the Active Calls field.
3-15 Cisco Unified Attendant Console User Guide OL-27294-01 Chapter 3 Using Cisco Unified Attendant Console Retrieving Parked Calls Step 2Click the Park Call button. To Park a call on a specific device using the mouse, perform the following steps: Step 1Select the call in the Active Calls field Step 2Drag the call to the desired Park device and drop the call by releasing the mouse button. If a parked call is not answered within a certain time duration, the call is reverted back to the Call Progress Area. Such calls can then be handled through Reverted Call Controls explained in the latter part of the guide. Retrieving Parked Calls To retrieve a parked call using a mouse, perform the following steps: Step 1Select the relevant call parking device. Step 2Click the Retrieve button. To retrieve a parked call using the keyboard, perform the following steps: Step 1Dial the Park device number. Step 2Alternatively, if a parked call remains unanswered for a certain period of time (known as Call Park Recall), it will revert back to the Call Progress area, from where the Cisco Unified Attendant Console can retrieve the call using methods stated in Retrieving Held Calls section.
3-16 Cisco Unified Attendant Console User Guide OL-27294-01 Chapter 3 Using Cisco Unified Attendant Console Conference Calls Conference Calls A Conference call allows you to add a third person to a call session. With a connected call, to start conference with a third party using a mouse, perform the following steps: Step 1Select the extension that is to be added into the conference or type the number. Step 2Press the Start Conference button and the conference is initiated. Step 3Wait for the third party to answer and press the Conference button. With a connected call, to start conference with a third party using the keyboard, perform the following steps: Step 1Select the extension that is to be added into the conference or type the number. Step 2Press the End key on the keyboard Step 3Wait for the third party to answer and press the End key to join all three parties. Once the conference is in progress an additional field is highlighted in the Active Calls area. The field is labeled as Conference Controller and is used to drop you out from the call once all the parties are in conversation. Figure 1-9 on page 1-16 shows an example of a conference call in the Active Calls area. If any of the parties does not respond to the conference call, the call is reverted back. Such calls can then be handled through Reverted Call Controls explained in the latter part of the guide. NoteIf the third person does not want to start the conference, Cisco Unified Attendant Console clears the initiated call. This will take you back to the original call. Re-establish Calls This feature is a time saver. The re-establishing of calls means to repeat the previous process in a single click. From the F5 and F7 fields you can re-establish the calls to undo the previous action as in the following areas: Hold Call Transfer Call Conference Call Park Call If due to some reason the process does not succeed, you can click the Re-establish button to repeat it. If you are using a keyboard, press Delete to re-establish.
3-17 Cisco Unified Attendant Console User Guide OL-27294-01 Chapter 3 Using Cisco Unified Attendant Console Toggle Calls Toggle Calls With two active calls in progress, one held and one connected, you can toggle between them. When a contact is called for consultation, the incoming call is put on hold. Once the destination accepts answers, you can right-click on the incoming call in the Active Calls area and choose To g g l e. The incoming call that was held during consultation will become active. On the other hand, the call made to the external contact will be put on hold. You can also toggle using the keyboard using the ‘+’ key. Reverted Call Control If a call cannot be put through to an extension, it will be returned to the Call Progress Area (F5). This may be because the contact could not answer the call in time. Cisco Unified Attendant Console provides a set of call controls specifically configured to handle reverted calls without having to search for the recipient again. Once the call hits the Active Calls area after being recalled from the Call Progress area, you can view the Reverted Call Controls by simply right-clicking on the call. These call controls are similar to the ones explained previously. The only difference is that in case of reverted calls, all the call controls are in context to the contact the call was initially transferred to. If you right-click on the retrieved call and choose Start Conference, the contact on the extension from where the call was reverted will be added to the conference automatically. You would not need to search through the directory or specify the extension for that particular contact. Call Controls for Reverted Calls Ta b l e 3 - 5 gives a brief description of the functionalities that can be performed on a retrieved call. Ta b l e 3 - 5Lists the Call Controls Used on Reverted Calls Control Name Icon Description Clear Call Click to clear an answered call. Consult Click to consult and transfer the answered call to the extension from where the call was initially reverted. Blind Transfer Click to transfer the answered call to the extension from where the call was initially reverted. Re-establish Click to redo an action previously performed on the reverted call. Hold with Notes Click to attach notes to the current call before placing the call on hold. Hold Click to place the reverted call directly on hold for the same extension/contact the call was reverted from, without taking notes for the contact. Contact Properties Click to add or update details of the contact from which the call was reverted.
3-18 Cisco Unified Attendant Console User Guide OL-27294-01 Chapter 3 Using Cisco Unified Attendant Console FAC and CMC Settings Right-clicking on a call in the Active Calls area and choosing an option from the context menu can also perform the above-mentioned operations. You can also access these options using your keyboard (Please refer to Chapter 1, “Using the Keyboard ’on page ”1 - 1). FAC and CMC Settings You may need to provide a Forced Authorization Code (FAC) and/or Client Matter Code (CMC) to perform an External Blind Transfer. The Administrator configures these codes through Cisco Unified Attendant Admin. If this is required during a consultation transfer you will see a dialog box on screen, simply enter the correct code and your call will be made. Forced Authorization Code (FAC) Forced Authorization Codes are used to provide security in Cisco Unified Communications Manager for dialling Route Patterns. Traditionally, this is used to block calls to external or international numbers. For example, often in call centers, only some agents are allowed to make external consult transfers to certain numbers. In order to enforce security, these callers are provided with a Forced Authorization Code. The concept of FAC is that if you make such an external call transfer that is protected by a FAC, you must enter the FAC before the call can continue. If an incorrect FAC is entered, or if no FAC is entered, the call fails. Figure 3-5 displays the FAC Dialog box. Figure 3-5 FAC Dialog Box Start Conference Click to consult and start conference with the contact the call was reverted from. Camp on Click to transfer a call to a busy Operator. Park Call Click to place the call on a Call Parking Device. Ta b l e 3 - 5Lists the Call Controls Used on Reverted Calls (continued) Control Name Icon Description
3-19 Cisco Unified Attendant Console User Guide OL-27294-01 Chapter 3 Using Cisco Unified Attendant Console Clearing Calls Client Matter Code (CMC) Client Matter Codes are used to provide extra call logging facilities within Cisco Unified Communications Manager. This is used to log calls for different clients. The concept of the CMC is that you must enter CMC Code before an external call or transfer can proceed. The call detail records are updated with the CMC code along with the call information. This can then be used later on to charge calls to different cost centers. Clearing Calls In order to disconnect an active call when the enquiry is complete, you need to clear the call from the Active Calls area. To clear a call using the keyboard, perform the following steps: Step 1Press F7 to select the Active Calls field. Step 2Press Enter. To clear a call using a mouse, perform the following steps: Step 1Click on a relevant call within the Active Calls field. Step 2Right-click to open the context menu. Step 3Choose the Clear Call option. Using Emergency Mode (Not in Department Edition) NoteThis functionality is not available in Cisco Unified Attendant Console Department Edition. Cisco Unified Attendant Console allows you to set Emergency Mode for all the queues. When the queues are in Emergency Mode, all calls are automatically redirected to another destination, Night Service or Voicemail for example. These destinations are configured by the Cisco Unified Attendant Console. To put a queue in Emergency Mode using the mouse, perform the following steps: Step 1From the main menu, choose Options > Emergency. Step 2Move the Available Queues to the Emergency Queues list using the button to move all Queues, or the button to select Queues from the list. Step 3In the Set Emergency Mode message box, click Ye s to move all the queues to Emergency Mode. Step 4Press OK to complete the process.
3-20 Cisco Unified Attendant Console User Guide OL-27294-01 Chapter 3 Using Cisco Unified Attendant Console Using Emergency Mode (Not in Department Edition) You can also use the keyboard shortcut to switch to Emergency Mode. Select the Queue Area and press Ctrl-E. The following window is displayed. Click OK to continue. Figure 3-6 displays an example of the Emergency Mode screen with a Queue placed in Emergency Mode. Figure 3-6 Queues in Emergency Mode To take queues out of Emergency Mode, perform the following steps: Step 1Right-click on any selected queue. Step 2Select Emergency from the context menu. Step 3Click OK to complete the process.