Cisco Unified CallManager Assistant for Cisco Unified CallManager Version 5.0

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Updated:March 2, 2006

Document ID:1518389348329390

Bias-Free Language

The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.

Data Sheet

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 CallManager 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.

The Cisco Unified Communications system of voice and IP communications products and applications enables organizations to communicate more effectively-helping them to streamline business processes, reach the right resource the first time, and impact the top and bottom line. The Cisco Unified Communications portfolio is a key part of the Cisco Business Communications Solution-an integrated solution for organizations of all sizes which also includes network infrastructure, security, and network management products, wireless connectivity, and a lifecycle services approach, along with flexible deployment and outsourced management options, end-user and partner financing packages, and third-party communications applications.

By offering a console application on office PCs and various soft keys and display panes on Cisco Unified IP phones, Cisco Unified CallManager Assistant supplies job-specific tools to more efficiently manage calls in this important environment

CALL-CONTROL TOOLS FOR ASSISTANTS

The Cisco Unified CallManager 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 using their PC's GUI using keyboard shortcuts, drop-down menus, or drag-and-drop techniques. Directory searches on the PC interface are quick and simple, and speed dials can be easily programmed and activated with a point-and-click on the same interface without having to type numbers on the phone keypad.

Having a larger display area in the Cisco Unified CallManager 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 CallManager Assistant Console

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 soft keys enables them to handle calls without needing the full range of functions they have delegated to their assistants. Administrators can customize the soft key template on the manager's phone to match the manager's preferences (Figure 2).

Figure 2. Manager's Phone Interface

IMPORTANT FEATURES AND BENEFITS

Cisco Unified CallManager Assistant for Cisco Unified CallManager 5.0 is based on the features included with Cisco Unified CallManager 4.1 and uses Skinny Call Control Protocol (SCCP). Cisco Unified CallManager Assistant can be configured 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.

Assistant Features

• Manager call handling through Cisco Unified CallManager Assistant Console

• View of manager status and calls

• Display call state, caller ID, and call timers

• Call-handling context-sensitive buttons

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

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

• Ability to search for people in the Corporate/Cisco Unified CallManager directory (Cisco Unified CallManager Assistant Console)

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

• Answer and release

• Call transfer

• Call conference

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

• Integration with Cisco Unified CallManager dial rules

• Dial digits (Dual Tone Multifrequency) from Cisco Unified CallManager Assistant Console

• Intercom

• 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 voice mail (TrnsfVM)

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

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

• Barge (shared-line mode only)

• Privacy (shared-line mode only)

• Direct transfer (shared-line mode only)

• Join (shared-line mode only)

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

Manager Features

• Immediate divert or transfer

• Do not disturb (DND)

• Divert all calls

• Call intercept

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

• Intercom

• Speed dials

• Transfer to voice mail (TrnsfVM)

• Barge (shared-line mode only)

• Direct transfer (shared-line mode only)

• Join (shared-line mode only)

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 CallManager Phone Application

• 1250 total assistants and 1250 managers per Cisco Unified CallManager cluster

SYSTEM REQUIREMENTS

Server Requirements

• Cisco CallManager 3.3 (proxy-line mode only)

• Cisco Unified CallManager 4.0 or 4.1 (proxy-line and shared-line modes)

• Cisco Unified CallManager 5.0 (proxy-line and shared-line modes)

• Any Cisco Media Convergence Server or third-party server platform that is certified to run Cisco Unified CallManager

Assistant Station

• Pentium II 366-MHz processor PC

• 128 MB of RAM

• Microsoft Windows 2000 or Microsoft Windows XP

• Cisco Unified IP Phone 7940G, 7941G, 7941G-GE, 7960G, 7961G, 7961G-GE, 7970G, or 7971G-GE supporting SCCP

Manager Station

• Cisco Unified IP Phone 7940G, 7941G, 7941G-GE, 7960G, 7961G, 7961G-GE, 7970G, or 7971G-GE supporting SCCP

ORDERING INFORMATION

Cisco Unified CallManager Assistant is shipped with Cisco Unified CallManager. Cisco Unified CallManager Assistant is not orderable separately.

CISCO UNIFIED COMMUNICATIONS SERVICES AND SUPPORT

Using the Cisco Lifecycle Services approach, Cisco Systems and its 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. Upfront 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. Optimize services enhance solution performance for operational excellence. Cisco and its 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.

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