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Cisco Unified Communications Manager Assistant

Cisco Unified Communications Manager Assistant for Cisco Unified Communications Manager Version 7.0

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Cisco® Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications. It enables more effective, more secure, more personal communications that directly affect both sales and profitability. It brings people together by enabling a new way of communicating - where your business moves with you, security is everywhere, and information is always available...whenever and wherever it is needed. Cisco Unified Communications is part of an integrated solution that includes network infrastructure, security, mobility, network management products, lifecycle services, flexible deployment and outsourced management options, end-user and partner financing packages, and third-party communications applications.

A busy assistant can be overwhelmed by the multitude of calls from various sources to an executive's phone, especially when working with more than one manager. The small display of traditional phones can make things worse, because only a few calls can be shown with full caller ID and call status details. Cisco Unified Communications Manager Assistant (formerly Cisco IP Manager Assistant) provides the call-routing and display capabilities required in a business environment while giving you a choice of phone devices to best fit your needs.
By offering a console application on office PCs and various softkeys and display panes on Cisco Unified IP Phones, Cisco Unified Communications Manager Assistant supplies job-specific tools to more efficiently manage calls in this important environment. If an assistant does not use a PC, Cisco offers several IP phones suited for that purpose with high-resolution displays in 4-bit grayscale or 12-bit color. For applications where assistants handle five or fewer managers, some of the feature capabilities of the PC-based console application can be extended to the displays on the phone. Assistants can manage calls from their phones, from their PCs, or from both.

Call-Control Tools for Assistants

The Cisco Unified Communications Manager Assistant Console (Figure 1) allows assistants to quickly determine a manager's status and decide what to do with a call. Assistants can manipulate calls on their PC GUI using keyboard shortcuts, drop-down menus, or drag-and-drop techniques. Directory searches on the PC interface are quick and simple, and assistants can easily program and activate speed dials with a point and click without having to type numbers on the phone keypad.
Having a larger display area in the Cisco Unified Communications Manager Assistant Console window than is available on the Cisco Unified IP Phone makes it easier for assistants to keep track of multiple calls. Assistants can use the Cisco Unified IP Phone buttons to invoke features, and the correct call states are reflected on the PC interface (Figure 1).

Figure 1. Cisco Unified Communications Manager Assistant Console

Some assistants answer phones in areas away from their PC, or they prefer to use the phone exclusively to manage calls. In these instances, some of the capabilities of the Cisco Unified Communications Manager Assistant Console are extended to the display panes of the phone with the Cisco Unified Communications Manager Assistant Phone Application using XML technology (Figure 2).

Figure 2. Cisco Unified Communications Manager Assistant Phone Application

Giving Managers Complete Information and the Ability to Take Control

An IP phone-based user interface allows managers to monitor the way their calls are being handled, and a simplified set of softkeys enables them to handle calls without needing the full range of functions they have delegated to their assistants. Administrators can customize the softkey template on the manager's phone to match the manager's preferences (Figure 3).

Figure 3. Manager's Phone Interface

Important Features and Benefits

You can configure Cisco Unified Communications Manager Assistant in either proxy-line mode or shared-line mode. In proxy-line mode, managers and assistants have different directory numbers or lines on their phones, but calls to managers are usually diverted to the assistant's line. In shared-line mode, both managers and assistants share the same directory number, but assistants can handle calls without disturbing managers. You can use the Cisco Unified Communications Manager Assistant Phone Application in either mode.
With Cisco Unified Communications Manager Version 6.0, Cisco Unified Communications Manager Assistant enhancements included multiple active mode, which supports greater scalability. With Version 6, up to three instances of Cisco Unified Communications Manager Assistant can support up to 3500 managers and 3500 assistants, for a total of 7000 users. Additionally, new features included whisper with intercom, support for selected Session Initiation Protocol (SIP) phones, incoming call alert tone on diverted calls, and Arabic and Hebrew locale support.

New Features in Version 7.0

• E.164 + support for manager filter lists

• Support for Microsoft Internet Explorer 7 and Vista

• Support for Turkish and Thai locales

Cisco Unified Communications Manager Assistant Features

Cisco Unified Communications Manager Assistant offers the following features:

• Manager call handling through Cisco Unified Communications Manager Assistant Console or Cisco Unified Communications Manager Phone Application

• View of manager status and calls

• Display of call state, caller ID, and call timers

• Call-handling context-sensitive buttons

• Call-handling menus and shortcuts (Cisco Unified Communications Manager Assistant Console)

• Reflection of call states on console even when handled using phone user interface

• Ability to search for people in the corporate or Cisco Unified Communications Manager directory (Cisco Unified Communications Manager Assistant Console)

• Display of up to 25 directory entries at a time (Cisco Unified Communications Manager Assistant Console)

• Answer and release

• Call transfer

• Call conference

• Per-call drag-and-drop transfer and hold-drag call from loop key to directory record for transfer (Cisco Unified Communications Manager Assistant Console only)

• Integration with Cisco Unified Communications Manager dial rules

• Dial digits (dual tone multifrequency) from Cisco Unified Communications Manager Assistant Console

• Native Cisco Unified Communications Manager Intercom with whisper

• Ability to immediately divert or transfer selected calls to a preconfigured target

• Ability to divert all calls (proxy-line mode only)

• Ability to transfer to voicemail (TrnsfVM)

• Ability to create speed dials for frequently used numbers (Cisco Unified Communications Manager Assistant Console only)

• Ability to handle calls on managers' own lines (shared-line mode only)

• Barge in (shared-line mode only)

• Privacy (shared-line mode only)

• Direct transfer (shared-line mode only)

• Transfer of call to manager (TransfMg)

• Join (shared-line mode only)

• Message-waiting-indicator (MWI) status of manager's phone (shared-line mode only when used with Cisco Unified Communications Manager Assistant Console)

• Do not disturb (DND)

Manager Features

Features on the manager's phone are as follows:

• Transfer of call to assistant (TransfAs)

• DND

• Divert all calls

• Call intercept

• Call filtering on calling line ID (CLID) (proxy-line mode only)

• Intercom with whisper

• Speed dials

• Transfer to voicemail (TrnsfVM)

• Barge in (shared-line mode only)

• Direct transfer (shared-line mode only)

• Join (shared-line mode only)

Cisco Unified Communications Manager Assistant Phone Application Features

Features of Cisco Unified Communications Manager Assistant Phone Application follow:

• Support for proxy-line and shared-line modes

• Password protection

• Ability to view manager call status: Busy, on hold, on or off hook, ringing, and message waiting

• Manager call handling

• Intercom with whisper

• Configuration of manager settings: Filter on or off, exclusive or inclusive, DND on or off, divert calls on or off, and divert target

• Smart sort

• Distinctive ringing

Scale and Limits

• Up to 10 assistants per manager

• Up to 33 proxy lines (monitored manager lines) per assistant

• Recommended no more than five managers on Cisco Unified Communications Manager Phone Application

• Total of 1250 total assistants and 1250 managers per Cisco Unified Communications Manager Assistant application instance; up to 3 instances per Cisco Unified Communications Manager cluster, for a total of 3500 managers and 3500 assistants

System Requirements

Server Requirements

• Cisco Unified Communications Manager 7.0

• Cisco Unified Communications Manager Assistant Phone Application

• Any Cisco media convergence server or third-party server platform that is certified to run Cisco Unified Communications Manager

Cisco Unified Communications Manager Assistant Station

• Pentium II 366-MHz processor PC

• 128 MB of RAM

• Microsoft Windows 2000, XP, or Vista

• Microsoft Internet Explorer Version 6.0 or 7

• Cisco Unified IP Phone 7940G, 7941G, 7941G-GE, 7942G, 7945G, 7960G, 7961G, 7961G-GE, 7962G, 7965G, 7970G, 7971G-GE, or 7975G model supporting Skinny Call Control Protocol (SCCP)

• Cisco Unified IP Phone 7941G, 7941G-GE, 7942G, 7945G, 7961G, 7961G-GE, 7962G, 7965G, 7970G, 7971G-GE, or 7975G model supporting SIP

Manager Station

• Cisco Unified IP Phone 7940G, 7941G, 7941G-GE, 7942G, 7945G, 7960G, 7961G, 7961G-GE, 7962G, 7965G, 7970G, 7971G-GE, or 7975G model supporting SCCP

• Cisco Unified IP Phone 7941G, 7941G-GE, 7942G, 7945G, 7961G, 7961G-GE, 7962G, 7965G, 7970G, 7971G-GE, or 7975G model supporting SIP

Ordering Information

Cisco Unified Communications Manager Assistant is shipped with Cisco Unified Communications Manager - it is not orderable separately.

Cisco Unified Communications Services and Support

Using the Cisco Lifecycle Services approach, Cisco and our partners offer a broad portfolio of end-to-end services to support the Cisco Unified Communications System. These services are based on proven methodologies for deploying, operating, and optimizing IP communications solutions. Initial planning and design services, for example, can help you meet aggressive deployment schedules and minimize network disruption during implementation. Operate services reduce the risk of communications downtime with expert technical support, and optimize services enhance solution performance for operational excellence. Cisco and our partners offer a system-level service and support approach that can help you create and maintain a resilient, converged network that meets your business needs.