English, Release 1.2(1)
Handling Calls
Downloads: This chapterpdf (PDF - 242.0KB) The complete bookPDF (PDF - 964.0KB) | Feedback

Handling Calls

Table Of Contents

Handling Calls

Answering a Call

Placing a Call on Hold

Retrieving a Call from Hold (Resume)

Ending a Call

Placing a Call

Transferring a Call

Transferring a Call

Consult Transferring

Initiating an Ad Hoc Conference Call

Parking a Call

Reverting a Parked Call

Forwarding a Call to Voice Mail

Using 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 that is associated with Cisco CallManager Attendant Console to perform these functions.

This chapter provides the following instructions:

Answering a Call

Placing a Call on Hold

Retrieving a Call from Hold (Resume)

Ending a Call

Placing a Call

Transferring a Call

Initiating an Ad Hoc Conference Call

Parking a Call

Reverting a Parked Call

Forwarding a Call to Voice Mail

Using Keyboard Shortcuts


Tip You can change any default keyboard shortcut that is mentioned in the documentation. See the "Using Keyboard Shortcuts" section if you want to change the shortcut.


Answering a Call

When Cisco CallManager 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.

Table 2-1 Answering a Call

Method
Task

Context-Sensitive Menu

Right-click the call and choose Answer.

Call Control Toolbar

Click the Answer button.

Actions Menu

Choose Answer.

Using the Mouse

Double-click the call in the Call Control window.

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

Default Keyboard Shortcut

Press Ctrl + A.

Cisco IP Phone

Use the Cisco IP Phone to answer the call.



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


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.

Table 2-2 Placing a Call on Hold

Method
Task

Context-Sensitive Menu

Right-click the call and choose Hold.

Call Control Toolbar

Click the call; then, click the Hold button.

Actions Menu

Click the call; from the Actions menu, choose Hold.

Using the Mouse

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

Double-click the active call.

Default Keyboard Shortcut

Click the call; then, press Ctrl + L.

Cisco IP Phone

Use the Cisco IP Phone to place the call on hold.


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.

Table 2-3 Resuming a Call 

Method
Task

Context-Sensitive Menu

Right-click the call that is on hold; choose Resume.

Call Control Toolbar

Click the call that is on hold; then, click the Resume button.

Actions Menu

Click the call that is on hold; from the Actions menu, choose Resume.

Using the Mouse

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.

Default Keyboard Shortcut

Click the call that is on hold; then, press Ctrl + L.

Cisco IP Phone

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


Ending a Call

When Cisco CallManager 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.

Table 2-4 Ending a Call 

Method
Task

Context-Sensitive Menu

Right-click the call and choose Hang Up.

Call Control Toolbar

Click the call; then, click the Hang Up button.

Actions Menu

Click the call; from the Actions menu, choose Hang Up.

Using the Mouse

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

Default Keyboard Shortcut

Click the call; then, press Ctrl + H.

Cisco IP Phone

Use the Cisco IP Phone to end the call.


Placing a Call

You can place calls when a line is available in the Call Control window. You place calls by using keyboard shortcuts, context-sensitive menus, the menu bar, or the mouse. You can place calls to directory or speed-dial entries or to an external phone number.

Use any of the following methods to place a call.

Table 2-5 Placing a Call 

Method
Task

Context-Sensitive Menu

Right-click the directory or speed-dial entry, and choose Dial.

Call Control Toolbar

Click the directory or speed-dial entry; click the Dial button.

Actions Menu

Click the directory or speed-dial entry; from the Actions menu, choose Dial.

Using the Mouse

Double-click the directory or speed-dial entry to automatically dial that number.

Drag the directory or speed-dial entry onto the Dial button on the Call Control toolbar, the Call Details pane, or the Operator Line button in the Call Control window.

Default Keyboard Shortcut

Click the directory or speed-dial entry. Press Ctrl + D; then, click Dial.

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.

To access the dial pad, press Ctrl + D.

Dial Pad

1. Perform one of the following tasks:

Press Ctrl + D on your PC keyboard.

From the Actions menu, choose Dial.

2. Perform one of the following tasks:

Enter the number that you want to dial.

Search the directory for the number/user that you want to contact. Click the directory entry.

3. Click the Dial button.

Cisco IP Phone

Use the Cisco IP Phone to dial the number.


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 transfer a call by using the Transfer keypad, complete the following procedure:

Table 2-6 Transferring a Call

Method
Task

Context-Sensitive Menu

Click the call that you want to transfer; right-click a speed-dial or directory entry and choose Transfer.

Using the Mouse

Drag the call that you want to transfer onto a speed-dial or directory entry.

Default Keyboard Shortcut

1. Click the call that you want to transfer.

2. Press the keys on the PC keyboard to enter the number to which you want to transfer the call.

3. Press Ctrl + X to complete the transfer.

Dial Pad

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.

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

3. Click OK.


Consult Transferring

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

Table 2-7 Consult Transferring

Method
Task

Context-Sensitive Menu

Click the call that you want to transfer; then, right-click a speed-dial or directory entry and choose Consult Transfer.

Default Keyboard Shortcut

1. Click the call that you want to transfer.

2. Press the keys on the PC keyboard to enter the number to which you want to transfer the call.

3. Press Ctrl + T.

Dial Pad

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.

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

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

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

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


Initiating an Ad Hoc 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. 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.


Table 2-8 Initiating an Ad Hoc Conference Call 

Method
Task

Context-Sensitive Menu

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.

Using the Mouse

Drag a speed-dial or directory entry onto the Conference button.

Default Keyboard Shortcut

1. Answer the call.

2. Press the keys on the PC keyboard to enter the directory number that you want to add to the conference.

3. Press Ctrl + C to initiate the conference call.

Dial Pad

1. Perform one of the following tasks:

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

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

Click the appropriate call; choose Actions > Conference.

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

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

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


Parking a Call

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.

From the Parked Call window, you can view and pick up all calls that are parked by all attendants that are connected to the attendant server. You cannot view and pick up calls that were parked before you logged in to the attendant console.

Perform the following procedure to revert a parked call:

Procedure


Step 1 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 2 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 3 Notify the caller of the situation.


Alternative Methods (Shortcuts)

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 a call to voice mail, perform the following procedure:


Step 1 Answer the call.

Step 2 Perform one of the following methods:

Right-click the call; then, choose Voice Mail from the context-sensitive menu.

Click the Voice Mail button on the Call Control toolbar.

From the Actions menu, choose Voice Mail.

On the PC keyboard, press Ctrl + M.

Step 3 You automatically put the call on hold, and the Dial Pad displays. Enter the directory number of the person that you want to contact; then click Dial.

Step 4 The Call Control pane shows that you are transferring the call to voice mail. Wait for the transfer to occur.

The system administrator configures the time that it takes to transfer the call to voice mail. If you want to change the time, contact your system administrator.


Using Keyboard Shortcuts

The keyboard shortcuts that are configured for Cisco CallManager Attendant Console allow you to perform call-control tasks efficiently. Use Table 2-9 as a guide for performing keyboard shortcuts.


Tip Print a copy of this page and attach it to your monitor or desk to use as a reference.


Table 2-9 Keyboard Shortcuts 

Desired Result
System Default Shortcut 1
Shortcut Configured By Attendant 2

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 + M

               

Using Dials Digits

Ctrl + S

 

1 The attendant console automatically sets the default keyboard shortcut.

2 If you want to change the system default shortcuts, enter the keyboard shortcut that you configured in the Shortcut Configured By Attendant column.



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