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Cisco Attendant Console 9 User Guide

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    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. 
    						
    							 
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    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. 
    						
    							 
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    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. 
    						
    							 
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    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. 
    						
    							 
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    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. 
    						
    							 
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    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. 
    						
    							 
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    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.  
    						
    							 
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    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
      
    						
    							 
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    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. 
    						
    							 
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    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. 
    						
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