Cisco Attendant Console 9 User Guide
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Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0883 Cisco Unified Attendant Console User Guide Version 9.0.1 June 20, 2012 Text Part Number: OL-27294-01
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB’s public domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS” WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTabILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. CCDE, CCENT, CCSI, Cisco Eos, Cisco HealthPresence, Cisco Ironport, the Cisco logo, Cisco Lumin, Cisco Nexus, Cisco Nurse Connect , Cisco Stackpower, Cisco StadiumVision, Cisco TelePresence, Cisco Unified Computing System, Cisco WebEx, DCE, Flip Channels, Flip for Good, Flip Mino, Flip Video, Flip Video (Design), Flipshare (Design), Flip Ultra, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn, Cisco Store, and Flip Gift Card are service marks; and Access Registrar, Aironet, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, CiscoUnity, Collaboration Without Limitation, EtherFast, EtherSwitch, Event Center, Fast Step, Follow Me Browsing, FormShare, GigaDrive, HomeLink, Internet Quotient, IOS, iPhone, iQuick Study, IronPort, the IronPort logo, LightStream, Linksys, MediaTone, MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, Network Registrar, PCNow, PIX, PowerPanels, ProConnect, ScriptShare, SenderBase, SMARTnet, Spectrum Expert, StackWise, The Fastest Way to Increase Your Internet Quotient, TransPath, WebEx, and the WebEx logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0907R) Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental. Cisco Unified Attendant Console © 2012 Cisco Systems, Inc. All rights reserved.
iii Cisco Unified Attendant Console User Guide OL-27294-01 CONTENTS Preface1 chapter 1Getting Started1-1 Accessibility for Users with Disabilities1-1 Using the Keyboard1-1 Key Descriptions1-2 Additional Functions1-3 Logging In1-4 Go Unavailable (F10)1-6 Interface1-7 Menu Bar1-8 Queues (F9) (Not in Department Edition)1-8 Queued Incoming Calls (F8)1-9 Directories1-9 Full Directory1-10 Personal Directory Groups (F4)1-11 To Create a New Personal Directory Group1-12 Adding Contacts to an Already Created Personal Directory Group1-13 To Modify a Personal Directory Group1-13 To Delete a Personal Directory Group1-14 Call Control Toolbar 1-14 Call Progress (F5)1-15 Active Calls (F7)1-16 Parked Calls 1-17 Speed Dial (F6)1-18 Adding an entry to the Speed Dial Field 1-18 Deleting an entry from the Speed Dial Field1-19 Updating an entry in the Speed Dial field1-19 Status Bar1-20 Working in the Fields1-21 Dialling a Number1-21 Finding Contacts in the Directories1-21 Lateral Searching (Ctrl-F2) (Enterprise and Premium Editions only)1-22 Lateral Searching1-22
Contents iv Cisco Unified Attendant Console User Guide OL-27294-01 chapter 2Customizing Cisco Unified Attendant Console2-1 General2-1 Display2-3 Presence2-5 Dialling2-6 Call Transfers2-6 Call Park2-7 Mute2-7 Tones2-8 Directory 2-9 Alternate Numbers2-11 Field Headers2-11 Secondary Sort2-13 Filter Search2-14 Logging2-15 Advanced2-16 chapter 3Using Cisco Unified Attendant Console3-1 Answering Calls3-1 Answer Next3-2 Cherry Picking (Not in Department Edition)3-3 Forced Delivery3-4 Directory Call Forwarding3-4 Alternate Numbers and Presence Status3-5 Transfer Calls3-8 Blind Transferring to a Known Number3-8 Blind Transferring to a Directory Contact3-8 Initiating a Consult Transfer3-10 Consult Transferring to a Known Number3-10 Consult Transferring to a Directory Contact3-10 Making Calls3-12 Making Internal Calls3-12 Making External Calls3-12 Placing Calls on Hold3-13 Retrieving Held Calls3-14 Muting Calls3-14 Call Parking3-14
Contents v Cisco Unified Attendant Console User Guide OL-27294-01 Retrieving Parked Calls3-15 Conference Calls3-16 Re-establish Calls3-16 Toggle Calls3-17 Reverted Call Control3-17 Call Controls for Reverted Calls3-17 FAC and CMC Settings3-18 Forced Authorization Code (FAC)3-18 Client Matter Code (CMC)3-19 Clearing Calls3-19 Using Emergency Mode (Not in Department Edition)3-19 Sending Email3-21 Call Status3-21 Contact Properties3-22 Adding Absent Message and Contact Information3-25 Microsoft Presence Status3-26 Cisco Unified Presence Status3-27 appendix AGlossary A-1
Contents vi Cisco Unified Attendant Console User Guide OL-27294-01
1 Cisco Unified Attendant Console User Guide OL-27294-01 Preface The following manual relates to the operation of the Cisco Unified Attendant Console software product range. It applied to the following Cisco Unified Attendant Console Editions: •Department Business Enterprise Premium. Where there are differences in functionality between the editions, these are noted in the text. The main differences are: Cisco Unified Attendant Console is an efficient application specially designed for handling calls and messages. This application enables you to answer calls from predefined set of queues and transfer them to desired extensions. The application enables you to perform comprehensive tasks like Call Conference, Call Transfer, Call Parking and Call Retrievals. The user-friendly design of the application gives speed and flexibility and facilitates you to manipulate calls with simple mouse clicks or keystrokes. The screen-based operator console that has been developed to work exclusively on Cisco Unified Communications Manager. The traditional functions of a telephone switchboard have been re-created as a Windows application. It is visually more appealing, easier to operate and more user friendly. The default layout of the Cisco Unified Attendant Console is shown in Figure 1-4 on page 7. Feature Department Business Enterprise Premium Queues (F9) N o Ye s Ye s Ye s Emergency Mode (Ctrl-E) N o Ye s Ye s Ye s Lateral Search NoNo Yes Yes Blind transfer with automatic camp on if busy NoNo Yes Yes Re-establish a call with automatic camp on if busy NoNo Yes Yes More than 3 directory search fields NoNo Yes Yes Alternative Numbers display NoNo Yes Yes
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Cisco Unified Attendant Console User Guide
OL-27294-01
Preface
Purpose of this Guide
The purpose of this user guide is to:
Provide information on configuring and initializing Cisco Unified Attendant Console.
Instruct you to perform actions related to answering, holding, receiving, conferencing, and
transferring calls. It also discusses procedures for toggling, making and retrieving calls.
Who Should Read this Guide
The document is intended for:
Those involved in the training of Cisco Unified Attendant Console
Users of Cisco Unified Attendant Console.
Organization
This guide includes the following chapters:
Conventions
This document uses the following conventions: Chapter Title Description
1Getting StartedThis section explains the interface of Cisco Unified Attendant
Console. The basic functions of starting up and logging into
the application are explained here.
2Customizing Cisco Unified
Attendant ConsoleThis section guides you to customize the application. Different
configurations and preferences are also explained in this
section.
3Using Cisco Unified
Attendant ConsoleThis section covers topics on answering and clearing calls,
taking notes, holding, transferring and making calls.
Convention Indication
bold font Commands and keywords and user-entered text appear in bold font.
italic font Document titles, new or emphasized terms, and arguments for which you supply
values are in italic font.
[ ] Elements in square brackets are optional.
{x | y | z} Required alternative keywords are grouped in braces and separated by
vertical bars.
[x | y | z] Optional alternative keywords are grouped in brackets and separated by
vertical bars.
string A non-quoted set of characters. Do not use quotation marks around the string or
the string will include the quotation marks.
3 Cisco Unified Attendant Console User Guide OL-27294-01 Preface NoteMeans reader take note. TipMeans the following information will help you solve a problem. CautionMeans reader be careful. In this situation, you might perform an action that could result in equipment damage or loss of data. TimesaverMeans the described action saves time. You can save time by performing the action described in the paragraph. WarningMeans reader be warned. In this situation, you might perform an action that could result in bodily injury. Obtaining Documentation and Submitting a Service Request For information on obtaining documentation, submitting a service request, and gathering additional information, see the monthly What’s New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at: http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html Subscribe to the What’s New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS Version 2.0. courier font Terminal sessions and information the system displays appear in courier font. < > Non-printing characters such as passwords are in angle brackets. [ ] Default responses to system prompts are in square brackets. !, # An exclamation point (!) or a pound sign (#) at the beginning of a line of code indicates a comment line.
4 Cisco Unified Attendant Console User Guide OL-27294-01 Preface