Cisco Attendant Console 9 User Guide
Have a look at the manual Cisco Attendant Console 9 User Guide online for free. It’s possible to download the document as PDF or print. UserManuals.tech offer 53 Cisco manuals and user’s guides for free. Share the user manual or guide on Facebook, Twitter or Google+.
3-21 Cisco Unified Attendant Console User Guide OL-27294-01 Chapter 3 Using Cisco Unified Attendant Console Sending Email Sending Email When you forward a call to an extension and it is returned on time out, you have the option to send an email to the person to provide important information about the call. The shortcut key for sending email is Ctrl-M. Alternatively you can select a contact with a Right mouse click and from the Contact sub menu there is an option to Send Email. NoteThere has to be an email address in the Contact Details for the Cisco Unified Attendant Console to be able to function. Call Status You can view the call status for any device in the Directory. The Status window allows the operator to view the status of a contact prior to transferring a call or connecting a contact to a conference call. To view device status, perform the following steps: Step 1In the Directory, right-click on a contact. Step 2Choose Status > Calls from the menu. The Call Status of the selected contact is displayed. For example:
3-22 Cisco Unified Attendant Console User Guide OL-27294-01 Chapter 3 Using Cisco Unified Attendant Console Contact Properties The Calls columns are described in Ta b l e 3 - 6. You can also answer any ringing call by clicking the Answer button. Contact Properties Each directory contact will have relevant pieces of information attached to it. Some information will be displayed in the directory area. To see more information for a specific contact a Contact Details form can be displayed by pressing the F12 key on the keyboard. When a contact is opened information already attached to the contact is displayed, and certain fields will be greyed out. This information cannot be changed. All other fields are available for editing as required. You can change the details and click on the OK button to save the changes. Please note the fields that you can edit are the ones that are not mapped through LDAP synchronization. Table 3-6 Call Status Window Fields Field Example Description Name John Smith Name of the contact CLI 2000 This is the number call was made from DDI 1001 This is the number call was made to Status Talking The current status of the call
3-23 Cisco Unified Attendant Console User Guide OL-27294-01 Chapter 3 Using Cisco Unified Attendant Console Contact Properties Email Contact If the email address of the contact person is added in the Contact Details, then Cisco Unified Attendant Console can mail the contact from this window. It will open the mail client configured on your machine. You can click the to write an email. Figure 3-7 displays the Contact Details window. Figure 3-7 Contact Details Tab
3-24 Cisco Unified Attendant Console User Guide OL-27294-01 Chapter 3 Using Cisco Unified Attendant Console Contact Properties Use Number In the Contact Numbers tab of the Contact Details window, you can select an external phone number of the contact person, by clicking in the respective number and then click the Use Number button to automatically dial the number. Figure 3-8 Contact Numbers Tab To edit contact properties using the mouse, perform the following steps: Step 1,Select a contact from the Directory. Step 2Right-click on the contact to view the context menu. Step 3Choose Properties. Step 4Amend the details in the Contact Details window. Step 5Click OK. To edit contact properties using the keyboard, perform the following steps: Step 1Press Alt-Number to select a directory. The number relates to the tab. e.g. Alt-1 would open Full Directory which is the 1st tab, Alt-3 would open the 3rd tab along, etc. Step 2Use Up and Down arrow keys to select a contact. Step 3Press F12 to open the Contact Properties window. Step 4Amend the details for the contact. Step 5Click OK.
3-25 Cisco Unified Attendant Console User Guide OL-27294-01 Chapter 3 Using Cisco Unified Attendant Console Adding Absent Message and Contact Information Adding Absent Message and Contact Information It is also possible to add Absent Messages and General Contact Information through the Notes tab. Contact Information - Add extra information to any of the contacts in the directories. This information will be displayed with the contact as tool tip. Absent Message - Add an absent message with any of the devices in Directory area. NoteThis information is displayed with the contact as tool tip. Figure 3-9 Contact Details Notes Tab
3-26 Cisco Unified Attendant Console User Guide OL-27294-01 Chapter 3 Using Cisco Unified Attendant Console Microsoft Presence Status Microsoft Presence Status Cisco Unified Attendant Console can view Microsoft Presence Information for contacts that have been added to the local copy of Microsoft Office Communicator. This allows you to manage calls efficiently since it reflects the status that the contact has set regarding their availability. Where a contact status has been set, the following presence status icons will be displayed in the Directory area. The different icons are reflected in the Ta b l e 3 - 7. To view Presence Status, perform the following steps: Step 1Select a contact in a Directory. Step 2Hover over a presence status graphic. Step 3Presence Status details will be displayed There is also facility to hover over the contact icon with the mouse and a pop up display will provide any additional information that might be available for the status (ie in the case of Vacation it will display a return date). Table 3-7 Microsoft Presence Status Icons. Icon Status Description Away Presence status away\be right back. Busy Presence status busy. Busy (Urgent interruptions)Presence status busy. This is similar to Busy but will allow interruption depending how the system is configured. Do Not Disturb Presence status no not disturb (Reachability status of Do Not Disturb) Interactive Presence Status Inactive. This is automatically triggered by Communicator if the account is inactive for a defined period. Default is 5 minutes. Busy (Inactive) Presence Status Busy Inactive. This is automatically triggered by Communicator if the account has gone from Busy to inactive for a defined period. Default is 5 minutes. Appear Offline Presence status offline Online Presence status online (Reachability status of Available) Unknown Presence status unknown (Reachability status of Unknown)
3-27 Cisco Unified Attendant Console User Guide OL-27294-01 Chapter 3 Using Cisco Unified Attendant Console Cisco Unified Presence Status Cisco Unified Presence Status Cisco Unified Attendant Console can view CUP (Cisco Unified Presence) Information for all contacts. IP Phone users can now set a status for themselves that is reflected onto the Attendant Console Directory area. This allows you to manage calls efficiently since it can be easily found out whether a particular contact is available or not. Figure 3-10 shows an example of CUP information displayed in the Internal directory area. Figure 3-10 CUP Information Where a contact status has been set, the following presence status icons will be displayed in the Directory area. The different icons are reflected in the Ta b l e 3 - 8. To view Presence Status, perform the following steps: Step 1Select a contact in a Directory. Step 2Hover over a presence status graphic. The Presence Status details are displayed There is also facility to hover over the contact icon with the mouse and a pop up display will provide any additional information that might be available for the status (ie in the case of Vacation it will display a return date). Table 3-8 CUP Presence Status Icons Icon Status Description Away Presence status away\be right back. Busy Presence status busy. DND Presence status Do Not Disturb (DND). Offline Presence status offline. Online Presence status online (available). Unknown Presence status unknown.
3-28 Cisco Unified Attendant Console User Guide OL-27294-01 Chapter 3 Using Cisco Unified Attendant Console Cisco Unified Presence Status
A-1 Cisco Unified Attendant Console User Guide OL-27294-01 APPENDIXA Glossary Absent MessageA little note about the extension when it is not to be disturbed or absent. Busy Lamp FieldSet of Internal Extensions assigned to the Operator. Operator can monitor their status through Cisco Unified Attendant Console. Call OriginWhether the call is an internal or external call. (INT or EXT). Call Parking DevicesVirtual devices where calls can be held temporarily and picked from any other call centre extension. Call QueuingThe ability for a physical phone to have several calls stacked on the line waiting to be answered. Call StatusIt tells what is currently happening to the call. It can be Ringing, Held, Connected or Busy. Call TypeIt tells whether the call is an inbound, outbound or a transferred call. (IN/OUT/TFR). CLI NumberIt is defined as Caller Line Identification The callers number. ExtensionPhysical phone in call centre. Full DirectoryThe Full Directory will list all of the contacts that are associated to an Attendant Operator. Field HeadersTitles of different sections in Cisco Unified Attendant Console. Personal Directory GroupsPersonal Directory Groups are a way of customizing the Full Directory Group to smaller, more manageable sizes. If the Attendant has permissions they can create a directory specific to a set of criteria and this directory will be available to them within the Directory field. Reverted CallA call that hits the Call Progress area if it is left unanswered by a contact. ToggleChanges a call state from ‘held’ to ‘active’ or vice versa.
A-2 Cisco Unified Attendant Console User Guide OL-27294-01 Chapter A Glossary