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Handling Calls
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Handling Calls

Table Of Contents

Handling Calls

Answering a Call

Placing a Call

Ending a Call

Placing a Call on Hold

Retrieving a Call from Hold (Resume)

Transferring a Call

Transferring a Call

Consult Transferring

Initiating a Conference Call

Parking a Call

Reverting a Parked Call

Forwarding a Call to Voice Mail

Using Default Keyboard Shortcuts


Handling Calls


To answer, dial, and transfer calls with Cisco CallManager Attendant Console, you can use the mouse, keyboard shortcuts, or the Cisco IP Phone associated with Cisco CallManager Attendant Console to perform these functions.

This chapter provides the following instructions:

Answering a Call

Placing a Call

Ending a Call

Placing a Call on Hold

Retrieving a Call from Hold (Resume)

Transferring a Call

Initiating a Conference Call

Parking a Call

Reverting a Parked Call

Forwarding a Call to Voice Mail

Using Default Keyboard Shortcuts

Answering a Call

When Cisco Attendant Console receives an incoming call, the call displays in the Call Details pane of the Control Call window. You answer calls from the Call Control window by using keyboard shortcuts, context-sensitive menus, the menu bar, or the mouse.


Note You cannot answer calls from the Speed Dial or Directory windows.


Use any of the following methods to answer a call. All methods achieve the same result; you can use them interchangeably.

Right-click the call and choose Answer in the context-sensitive menu.

Click the Answer button on the Call Control toolbar.

From the Actions menu, choose Answer.

Press Ctrl + A key on your PC keyboard.

Double-click the call in the Call Control window.

Use the mouse to drag the highlighted call onto the Answer button.

Use the Cisco IP Phone to answer the call (for example, press the line button with the incoming call, or press the Answer softkey).


Note Answering a new call automatically places an active call on hold.


Placing a Call

You can place calls when a line is available in the Call Control window. You place calls from any window by using keyboard shortcuts, context-sensitive menus, the menu bar, or the mouse.

Use any of the following methods to place a call. All methods achieve the same result, and you can use them interchangeably.

In the Speed Dial or Directory window, right-click the entry, and choose Dial from the context-sensitive menu.

Click the directory or speed-dial entry; then, perform one of the following tasks:

Click the Dial button on the Call Control toolbar.

From the Actions menu, choose Dial.

Use the mouse to drag the entry onto the Dial button on the Call Control toolbar, the Call Details pane, or the Operator Line button in the Call Control window.

Press Ctrl + D on your PC keyboard.

Double-click a directory entry to automatically dial that number.

Double-click a speed-dial entry to automatically dial that number.

Use the Cisco IP Phone to dial the number.

Use the numeric keypad on the right side of your PC keyboard to dial a number; then, press Enter or Ctrl + D.

Click one of the Operator Line buttons, if you have several buttons configured, to go off hook. Then, enter the phone number by using the dial keypad; click OK to complete the call.

Ending a Call

When Cisco Attendant Console disconnects the call, the call disappears from the Call Details pane of the Control Call window. You end calls from the Call Control window by using keyboard shortcuts, context-sensitive menus, the menu bar, or the mouse.


Note You cannot end calls from the Speed Dial or Directory windows.


Use any of the following methods to end (disconnect) an active call in the Call Control window. All methods achieve the same result, and you can use them interchangeably.

In the Call Control window, right-click the call and choose Hang Up from the context-sensitive menu.

Click the Hang Up button on the Call Control toolbar.

Press Ctrl + H on your PC keyboard.

From the Actions menu, choose Hang Up.

Use the mouse to drag the active call onto the Hang Up button.

Use the Cisco IP Phone to end the call (for example, lift and replace the handset or press the EndCall softkey).

Placing a Call on Hold

You can place an active call on hold to take another incoming call or to check availability of the intended recipient. When you place a call on hold in the Call Control window, the held icon displays in the Call State area, and the active icon displays on the Operator Line button.

You place calls on hold from the Call Control window by using keyboard shortcuts, context-sensitive menus, the menu bar, or the mouse.


Note You cannot place calls on hold from the Speed Dial or Directory windows.


Use any of the following methods to place a call on hold. All methods achieve the same result, and you can use them interchangeably.

Right-click the active call and choose Hold from the context-sensitive menu.

Click the call in the Call Control window; then, perform one of the following tasks:

Click the Hold button on the Call Control toolbar.

Press Ctrl + L on your PC keyboard.

From the Actions menu, choose Hold.

Use the mouse to drag the active call onto the Hold button.

Double-click the active call.

Use the Cisco IP Phone to place the call on hold (for example, press the Hold softkey).

Retrieving a Call from Hold (Resume)

When you retrieve a call from hold, the caller connects to you. When you retrieve a call from hold in the Call Control window, the active icon displays in the line status area, and the active icon displays on the Operator Line button.

You retrieve calls from hold in the Call Control window by using keyboard shortcuts, context-sensitive menus, the menu bar, or the mouse.


Note You cannot retrieve calls from hold from the Speed Dial or Directory windows.


Use any of the following methods to retrieve the call. All methods achieve the same result, and you can use them interchangeably.

Right-click the call that is on hold; choose Resume from the context-sensitive menu.

Click the call that is on hold and then perform one of the following tasks:

Click the Resume button on the Call Control toolbar.

Press Ctrl + L on your PC keyboard.

From the Actions menu, choose Resume.

Using the mouse, drag the call that is on hold onto the Resume button on the Call Control toolbar.

Double-click the call on hold to resume the call.

Use the Cisco IP Phone to retrieve the call from hold.

Transferring a Call

When you transfer an active call, the caller connects to the person that you designate. Cisco CallManager Attendant Console allows you to perform either a transfer or consult transfer, as defined in the following sections.

You transfer or consult transfer in any window by using keyboard shortcuts, context-sensitive menus, the menu bar, or the mouse.


Note See the "Troubleshooting" section if you receive error messages about transferring calls.


Transferring a Call

When you perform a transfer, you cannot consult the receiver of the call before transferring the call.

To perform a transfer, complete the following procedure:

Procedure


Step 1 Perform one of the following tasks:

Right-click the call that you want to transfer; then, choose Transfer from the context-sensitive menu.

Click the call that you want to transfer; then, click the Transfer button on the Call Control toolbar.

Click the call that you want to transfer; then, from the Actions menu, choose Transfer.

Click the call that you want to transfer; then, press Ctrl + X.

Step 2 After the transfer keypad displays, enter the number to which you want to transfer the call.

Step 3 Click OK.

The transfer occurs.



Tip If you prefer, you can perform a transfer by dragging the call onto a speed-dial or directory entry.

If you prefer, after you choose the call that you want to add to the conference, you can right-click a speed-dial or directory entry and choose Conference from the context-sensitive menu to connect the users.

If you prefer, you can transfer a call without using the transfer keypad. After you click the call that you want to transfer, press the keys on the PC keyboard to enter the number to which you want to transfer the call. Press Ctrl + X to complete the transfer.


Consult Transferring

A consult transfer allows you to consult the receiver of the call before transferring the call.

To complete a consult transfer, perform the following procedure:

Procedure


Step 1 Perform one of the following tasks:

Right-click the call that you want to transfer; then, choose Consult Transfer from the context-sensitive menu.

Click the call that you want to transfer; then, click the Consult Transfer button on the Call Control toolbar.

Click the call that you want to transfer; then, from the Actions menu, choose Consult Transfer.

Click the call that you want to transfer; then, press Ctrl + T.

Step 2 After the transfer keypad displays, enter the number to which you want to transfer the call.

Step 3 Click OK.

You placed the active call in the Call Control window on hold.

Step 4 Ask the user if you should transfer the call.

Step 5 To if the user tells you not to transfer the call, end the consultation with the user; then, click the held call in the Call Control Details pane, and perform one of the methods from the "Retrieving a Call from Hold (Resume)" section.

Step 6 To transfer the held call, perform any of the methods from Step 1.



Tip If you prefer, after you choose the call that you want to transfer, you can right-click a speed-dial or directory entry and choose Consult Transfer from the context-sensitive menu to complete the transfer.

If you prefer, you can consult transfer without using the transfer keypad. After you click the call that you want to transfer, press the keys on the PC keyboard to enter the number to which you want to transfer the call. Press Ctrl + T to transfer to call.


Initiating a Conference Call

Cisco CallManager Attendant Console allows you, the conference controller, to build a conference that has not been previously arranged. In an ad hoc conference, you call and add each participant to the conference.

You initiate an ad hoc conference in any window by using keyboard shortcuts, context-sensitive menus, the menu bar, or the mouse.


Note You can initiate an ad hoc conference call from any window.


Perform the following procedure to initiate an ad hoc conference from the Cisco CallManager Attendant Console:

Procedure


Step 1 Perform one of the following tasks:

a. Right-click the call and choose Conference from the context-sensitive menu.

b. Click the appropriate call; click the Conference button on the Call Control toolbar.

c. Click the appropriate call; choose Actions > Conference.

d. Click the appropriate call; press Ctrl + C on the PC keyboard.

Performing the previous tasks places the call on hold, and the conference keypad displays.

Step 2 After the conference keypad displays, enter the directory number of the user that you want to add to the conference. Click OK.

Step 3 Click the Conference button, choose Actions > Conference, or press Ctrl +  C on the PC keyboard.


Tip If you prefer not to use the conference keypad, you can drag a speed-dial or directory entry onto the Conference button to complete the transaction.

If you prefer, after you choose the call that you want to add to the conference, you can right-click a speed-dial or directory entry and choose Conference from the context-sensitive menu to connect the caller and the user.




Tip When you conference from the speed-dial or directory window, performing one of the methods, such as clicking the Conference button or choosing the Conference menu option, adds the participant to the conference call and connects the user that is chosen in the directory or in the speed-dial group to the conference.



Tip If you prefer, you can initiate a conference call without using the conference keypad. After you answer the call, press the keys on the PC keyboard to enter the directory number that you want to add to the conference. Press Ctrl + C to initiate the conference call.


Parking a Call


Note You can perform this call-control task and the Revert Park task only if the Cisco CallManager server that is connected with the attendant console runs a version of Cisco CallManager Release 3.3 or later. The corresponding icons and the window display only if you run a compatible version of Cisco CallManager Release 3.3.


The Call Park feature allows you to place a call on hold, so it can be retrieved from another phone in the system. For example, if you are on an active call at your phone, you can park the call to a call park extension such as 1234. Someone on another phone in your system can then dial 1234 to retrieve the call.

The Parked Calls entry in the Parked Calls Details pane comprises the following information:

The directory number of the call that you parked

The call park extension where you parked the call

The directory number of the attendant phone that parked the call

For example, the entry in the Park Calls Details pane may read, "2000 parked at 4000 by 3000." This entry indicates that the attendant at directory number 3000 parked the call at directory number 2000 to the extension that Cisco CallManager chose, which, in this case, was call park extension 4000. The call at directory number 2000 remains on hold until the user answers the call or until the parked call reverts to the attendant.


Note Cisco CallManager chooses the call park extension, which is based on the configuration that the system administrator entered in Cisco CallManager Administration.


Perform the following procedure to park a call:

Procedure


Step 1 Perform one of the following tasks:

Right-click the call that you want to park; then, choose Call Park from the context-sensitive menu.

Click the call that you want to park; then, click the Call Park button on the Call Control toolbar.

Click the call that you want to park; then, from the Actions menu, choose Call Park.

On the PC keyboard, press Ctrl + P.

From the Call Control window, drag the call that you want to park to the Parked Calls window.

Step 2 A dialog box displays the directory number where the call is parked. Click OK.

The parked call displays in the Parked Call Details pane.

Step 3 Contact the user that is to retrieve the parked call.


Reverting a Parked Call

If the user does not answer the call that is parked at the call park extension, you can retrieve the parked call from the call park extension by using the Revert Park button on the Call Control toolbar, the Revert Park option on the context-sensitive menu or Actions menu, or the Revert Park keyboard shortcut.

Perform the following procedure to revert a parked call:

Procedure


Step 1 Perform the procedure in "Parking a Call" section.

Step 2 If the user does not answer the call, perform one of the following tasks to revert the parked call:

Right-click the call that you want to park; then, choose Revert Park from the context-sensitive menu.

Click the call that you want to park; then, click the Revert Park button on the Call Control toolbar.

Click the call that you want to park; then, from the Actions menu, choose Revert Park.

On the PC keyboard, press Ctrl + P.

Step 3 Choose the directory number to revert in the dialog box that displays. Click Revert.

The active call displays in the Call Control Details pane.

Step 4 Notify the caller of the situation.



Tip On the PC keyboard, you can press the keys for the directory number of the call that you want to revert and then press Ctrl + P. The parked call automatically reverts to the Call Control Details pane.

From the Parked Calls window, you can drag a parked call to the Call Control Details pane to revert the parked call.


Forwarding a Call to Voice Mail

To forward an active call to voice mail, you must use the Dial Digits keypad that displays in the graphic user interface. For detailed information on how to use this feature, see "Using Dial Digits" section.

Using Default Keyboard Shortcuts

The keyboard shortcuts configured for Cisco CallManager Attendant Console allow you to perform call-control tasks efficiently. Use Table 2-1 as a guide for performing keyboard shortcuts:

Table 2-1 Keyboard Shortcuts 

Desired Result
Action Performed

Answer Call

Ctrl + A

Place Call

Ctrl + D

End Call

Ctrl + H

Place Call on Hold

Ctrl + L

Retrieve Call from Hold (Resume)

Ctrl + L

Park a Call

Ctrl + P

Revert a Parked Call

Ctrl + P

Transfer

Ctrl + X

Consult Transfer

Ctrl + T

Conference Call

Ctrl + C

Forward a Call to Voice Mail

Ctrl + S



Note You can change any default keyboard shortcut. See the "Using the Menu Bar" section for more information.