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Getting Started
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Getting Started

Table Of Contents

Getting Started

Cisco CallManager Attendant Console Interface

Cisco CallManager Attendant Console Settings Dialog Box

Cisco CallManager Attendant Console Login Dialog Box

Cisco CallManager Attendant Console Window

Call Control Window

Broadcast Calls Window

Speed Dial Window

Directory Window

Call/Line Status for the Call Control, Directory, and Speed Dial Windows

Parked Calls Window

Menu Bar

Call Control Toolbar

Context-Sensitive Menus

Status Bar

Dial/Transfer/Conference Dial Pad

Starting the Cisco CallManager Attendant Console for the First Time

Logging In and Going On Line

Going Off Line, Logging Out, and Exiting


Getting Started


Cisco CallManager Attendant Console allows you to set up Cisco IP Phones as attendant consoles. Employing a graphical user interface (GUI), the Cisco CallManager Attendant Console uses speed-dial entries and quick directory access to look up phone numbers, monitor line status, and handle calls. A receptionist or administrative assistant uses Cisco CallManager Attendant Console to handle calls for a department or company, or another employee can use it to manage his own telephone calls.

The Cisco CallManager Attendant Console installs on a PC with IP connectivity to the Cisco CallManager system. The attendant console works with a Cisco IP Phone that is registered to a Cisco CallManager system (one console for each phone that will be used as an attendant console). Multiple consoles can connect to a single Cisco CallManager system.

This section contains the following topics:

Cisco CallManager Attendant Console Interface

Starting the Cisco CallManager Attendant Console for the First Time

Logging In and Going On Line

Going Off Line, Logging Out, and Exiting

Cisco CallManager Attendant Console Interface

On startup, the Settings dialog box opens and prompts you for the Cisco CallManager server name and the directory number of the phone that you are using with the attendant console. The Cisco CallManager Attendant Console login dialog box opens and prompts you for your username and password. After you log in to the server, the Cisco CallManager Attendant Console interface displays windows, menu bar, toolbar, and status bar, as described in the following sections.

The Cisco CallManager Attendant Console graphical user interface (GUI) supports the following display resolutions: 800x600, 1024x768, 1280x1024, and 1600x1200.

You run the console on Windows 2000 Professional, Windows XP, or Windows N.T 4.0 platforms. Make sure that you have the latest Microsoft service packs installed on the PC. If you have questions about your platform, contact your system administrator.

If your PC has a sound card and speakers, you can configure an audible ring, a "beep," that plays by using the PC sound card and speakers.

If you use a touch-enabled monitor, you have touch screen support with the attendant console.

When you log off the console, the server automatically saves attendant preferences such as speed-dial groups/entries and window position/size.


Tip You can manually resize each window by clicking the Maximize or Minimize buttons in the upper, right corner of the window or by dragging the arrow that displays when the mouse pointer touches the outer edge of the window.

You can resize columns by dragging the arrow that displays when the mouse pointer touches the outer edge of the column.


Figure 1-1 shows the Cisco CallManager Attendant Console interface and provides callouts to highlight components on the interface.

Figure 1-1 Cisco CallManager Attendant Console Interface

1

Cisco CallManager Attendant Console Window

9

Operator Line Button

2

Menu Bar

10

Call Details Pane

3

Directory Window

11

Call Control Window

4

Call-Control Toolbar

12

Call State Area

5

Speed Dial Window

13

Parked Calls Details Pane

6

Speed-Dial Group Tab

14

Parked Calls Window

7

Server IP Address

15

Broadcast Calls Pane

8

Pop-to-Top Icon

16

Broadcast Calls Window


Cisco CallManager Attendant Console Settings Dialog Box

Upon startup for the first time, the Cisco CallManager Attendant Console Settings dialog box displays. This dialog box prompts for server, phone (see Basic Tab), directory information, call-processing servers, and the local IP address for line state (see Advanced Tab), which your system administrator must provide. Contact your system administrator for more information.

In the Advanced tab, you can enable trace for troubleshooting purposes. If your PC has a sound card and speakers, you can configure an audible ring, a "beep," that alerts you to calls through the PC.

Related Topic

Starting the Cisco CallManager Attendant Console for the First Time

Cisco CallManager Attendant Console Login Dialog Box

The Cisco CallManager Attendant Console login dialog box prompts you for your attendant username and password. From this dialog box, you can perform the following tasks:

Stipulate that the attendant console remembers your username and password.

Change the settings that affect your ability to use the Cisco CallManager Attendant Console

Specify the language in which you want the attendant console to display.

Related Topics

Logging In and Going On Line

Going Off Line, Logging Out, and Exiting

Cisco CallManager Attendant Console Window

This window contains the Broadcast Calls window, Parked Calls window, the Call Control window, the Speed Dial window, the Directory window, the menu bar, the Call Control toolbar, and the status bar. In the upper, left corner of the window, you can see the name of the window and the attendant who is currently using the attendant console. In the upper, right corner of the window, you can see the Maximize and Minimize buttons for the window. In the lower, right corner of the window, you can see the status bar.

Related Topic

Cisco CallManager Attendant Console Interface

Call Control Window

The Call Control window comprises the following components:

Call Details pane—The call state, the directory number of the incoming call, the name of the person, if available, the attendant directory number, and the action performed by attendant, if applicable.

For example, the entry in the Call Details pane may read, "2000 to 4000 forwarded by 3000." This entry indicates that the user who was using directory number 3000 forwarded the call at directory number 2000 to the attendant at directory number 4000.

Time indicator for active or held calls—In the Call Details pane, a timer displays the elapsed time for the active or held call.

When you answer a call, the timer automatically displays the elapsed time that the call has been active.

When you place a call on hold, the timer resets and displays the time that the call has been on hold.

When you resume the call, that is, take the call off hold, the timer automatically shows the total time that the call has remained in the Call Details pane, which includes the period when the call was in a hold and in an active state.

Operator Line buttons—The line status and the directory number of the attendant Cisco IP Phone display in the upper, right corner of the window.

The Call Details pane displays the lines on the Cisco IP Phone that are controlled by the Cisco CallManager Attendant Console. The number of lines configured by your system administrator for your Cisco IP Phone determines the number of available lines in the window. For example, if you have a Cisco IP Phone Model 7960 with two attachments of the Cisco IP Phone Expansion Module 7914, a total of 34 lines can display if your system administrator associated a directory number with each line.

The Call Details pane also displays calls that are active on a shared line. A shared line represents the same directory number on multiple phones. When a shared line is in use, Cisco CallManager Attendant Console displays an icon in the Call Control window, as shown in Table 1-1. Cisco CallManager Attendant Console does not route calls to an attendant on a shared line if any of the shared lines are in use.


Note For information on the capabilities of your phone or the Cisco 7914 Expansion Module, refer to the documentation that accompanied your phone or contact your system administrator.


Depending on the number of lines that you configure, the lines display in one, two, or three columns. You perform call-control tasks on these lines by using the menus at the top of the window or by using context-sensitive menus, keyboard shortcuts, or the mouse.


Note If you have only one call in the window, the call gets highlighted unless you choose an empty row in the Call Details pane.


Related Topics

Menu Bar

Using the Call Control Window

Handling Calls.

Broadcast Calls Window

This window contains the Broadcast Calls Details pane, which displays the list of incoming calls that have been placed in a queue and broadcast to the attendants but not answered. Any available attendant can answer a broadcast call. After an attendant answers a broadcast call, the call moves from the Broadcast Calls window to the Call Control window of the attendant who answered the call. If the attendant has an active call, the Attendant Console places that active call on hold when the attendant answers the broadcast call.

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

The directory number (pilot point) that the broadcast caller dialed

The directory number and user name of the call that is broadcast

Time that the call has been queued

Related Topics

Menu Bar

Using the Call Control Window

Handling Calls

Speed Dial Window

Speed-dial entries, configured on a per-attendant basis, display in speed-dial group tabs in the Speed Dial window. Each speed-dial entry displays the following information:

Line state, as indicated by the same icons that display in the Call Control window (See Table 1-1.)

Name of individual

Telephone number

Notes, which is an optional field

Related Topics

Menu Bar

Using the Speed Dial Window

Handling Calls

Directory Window

The Directory window displays line status, last name, first name, telephone, and department information from the Cisco CallManager user directory. The attendant console automatically updates the directory at an interval that your system administrator configures. You can manually reload the directory by clicking the Reload button.

When you perform a directory search based on first name, last name, or department, the entries display dynamically as you enter the criteria in the field. You can perform an advanced search by clicking the Advanced Search button and entering the appropriate information for the user in the fields. After the entries from the search display, you can sort the entries in ascending or descending order or determine the line status, as indicated by the same icons that are used in the other windows.

Related Topics

Menu Bar

Using the Directory Window

Handling Calls

Call/Line Status for the Call Control, Directory, and Speed Dial Windows

Each line or the operator line button in the Call Control window indicate one of the following states, as represented by corresponding icons displayed in Table 1-1.

Table 1-1 Call or Line State 

Line/Call State
Corresponding Icon
Window/Operator Line Button

A call is ringing on the line.

Displays in the Call Control, Directory, and Speed Dial windows

A call is ringing on the line.

Displays on the Operator Line Button

The line is active.

Displays on the Operator Line button

The line is busy.

Displays in Call Control, Speed Dial, and Directory windows

The line is held.

Three icons exist for this state. When you initially put a call on hold, the icon displays in green. If the call remains on hold for 60 seconds, the icon color changes to yellow. If the call remains on hold for 120 seconds, the icon color changes to red.

Your system administrator can change the time value for the icons.

Displays in the Call Control window

The line is idle.

Displays in the Directory and Speed Dial windows and on the Operator Line button

The shared line is in use.

A shared line represents the same directory number on multiple phones. Cisco CallManager Attendant Console does not route calls to an attendant on a shared line if any of the shared lines are in use.

Displays in the Call Control window

The line state is unknown.

Displays in the Call Control, Speed Dial, and Directory windows and on the Operator Line button

The status of the line indicates that the user configured Call Forward All to voice mail on the Cisco IP Phone.

Displays in the Directory window when the number of search entries is less than 10.

The status of the line indicates that the user configured Call Forwarding to a specific directory number.

Displays in the Directory and Speed Dial windows


Parked Calls Window

This window contains the Parked Calls Details pane, which displays calls that you parked at a call park extension. Parking a call places 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.


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.

If the user does not answer the call that is parked at the call park extension, the parked call remains at the extension for a predetermined time, usually 60 seconds, which is manually configured by your system administrator in Cisco CallManager Administration; then, the call reverts automatically to the Call Control Details pane.

If you want to manually retrieve the parked call, you can do so 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. After you revert the parked call, the call displays in the Call Control Details pane.

Related Topic

Using the Parked Calls Window

Handling Calls

Menu Bar

From the menu bar, you go online/offline, log out, edit keyboard shortcuts, change text size and color scheme of the console, control the window size and placement, perform call-control tasks, and obtain online help.

Related Topic

Using the Menu Bar

Call Control Toolbar

The Call Control toolbar displays a set of buttons for the most common call-control tasks that the attendant performs. The attendant console enables buttons on the Call Control toolbar only when you can perform call-control tasks with them. Clicking a button automatically enables the corresponding menu options on the menu bar or context-sensitive menu.

See Table 1-2 for call-control tasks and the corresponding buttons:

Table 1-2 Call Control Toolbar 

Call Control Buttons
Call-Control Tasks

Offline/Online

Note This Call Control button toggles, allowing you to click the same button to perform the two call-control tasks.

See the following sections for more information:

Logging In and Going On Line

Going Off Line, Logging Out, and Exiting

Dial


See the "Placing a Call" section for more information.

Answer


See the "Answering a Call" section for more information.

Hang Up


See the "Ending a Call" section for more information.

Hold/Resume

Note This Call Control button toggles, allowing you to click the same button to perform the two call-control tasks.

See the following sections for more information:

Placing a Call on Hold

Retrieving a Call from Hold (Resume)

Transfer


See the "Transferring a Call" section for more information.

Consult Transfer


See the "Consult Transferring" section for more information.

Direct Transfer


See the "Direct Transferring" section for more information.

Join


See the "Joining Calls" section for more information.

Park/Revert Park

Note You can perform this call-control task only if the Cisco CallManager server that is connected to the attendant console runs a version of Cisco CallManager Release 3.3 or later. Contact your system administrator for more information.

These icons display on the Call Control toolbar only if you run a compatible version of Cisco CallManager Release 3.3 on the server that is connected to the attendant console.

Note This Call Control button toggles, allowing you to click the same button to perform the two call-control tasks.

Note If you answer an active call in the Call Details pane, the Park icon and the tool-tip text display. When a parked call displays in the Parked Calls Details pane, the Revert Park icon and tool-tip text display.

See the following sections for more information:

Parking a Call

Reverting a Parked Call

Conference


See the "Initiating an Ad Hoc Conference Call" section for more information.

Forward a Call to Voice Mail


See the "Forwarding a Call to Voice Mail" section.


At any time, you can change the location where the toolbar displays. Position choices include the following positions:

Left—The toolbar displays down the left side of the Cisco CallManager Attendant Console window.

Top—The toolbar displays between the menu bar and the Call Control window.

Right—The toolbar displays down the right side of the Cisco CallManager Attendant Console window.

Down—The toolbar displays across the bottom, left corner of the Cisco CallManager Attendant Console window below the status bar.


Tip To recall the function of a button, use the tool-tip text that displays when the mouse pointer hovers over the button.


To change the location where the toolbar displays in the window, perform the following procedure:

Procedure


Step 1 Right-click the Call Control toolbar and choose Position.

Step 2 From the following list, choose the position in which you want the toolbar to display:

Left

Top

Right

Down

You changed the position of the toolbar.


Related Topic

Handling Calls

Context-Sensitive Menus

Each window includes a set of context-sensitive menus that display when you right-click the mouse in the window. These menus allow you to perform tasks such as adding speed-dial entries and changing text size.

Related Topics

Handling Calls

Using the Call Control Window

Using the Speed Dial Window

Using the Directory Window

Using the Parked Calls Window

Status Bar

The status bar displays the following information:

The pop-to-top icon

Figure 1-2 shows the pop-to-top icon.

Figure 1-2 Pop-to-Top Icon

When the Call Control window is minimized or behind another window, the pop-to-top icon in the lower, right corner of the status bar allows you to quickly display the Call Control window when you receive an incoming call or place an outgoing call from the attendant phone.

Call-control status (Trying, Call Control Up)

The Offline/Online status icon

The IP address or hostname of the attendant server that is connected to the attendant console

Related Topic

Cisco CallManager Attendant Console Interface

Dial/Transfer/Conference Dial Pad

You can place/transfer/conference a call by using one of several interchangeable methods. If you want to do so, you can perform these tasks by using the dial pad. The dial pad contains the following items:

A field where you can enter the number that you want to dial

A pane where you can search for a user in the directory

A button that allows you to complete the transaction (for example, transfer or conference a call)

Related Topic

Handling Calls

Starting the Cisco CallManager Attendant Console for the First Time

Starting the Cisco CallManager Attendant Console for the first time requires that you enter or verify information in the Settings dialog box. Your system administrator provides the information.

Perform the following procedure to start the Cisco CallManager Attendant Console:

Procedure


Step 1 Double-click the Cisco CallManager Attendant Console icon on the desktop or choose Start > Programs > Cisco CallManager Attendant Console.

Figure 1-3 shows the Cisco CallManager Attendant Console icon.

Figure 1-3 Cisco CallManager Attendant Console Icon

Step 2 Before you log in to the PC, click the Settings button.

The Settings dialog box contains the Basic and Advanced Tabs.

The Settings dialog box displays and prompts you for the following information in the Basic tab:

Server Host Name or IP Address

Directory Number of Your Phone

Step 3 Enter the appropriate information in the fields.

Step 4 If you do not want to configure settings that display in the Advanced Tab, click OK.

You can configure an audible ring that plays through the PC sound card, you can enable trace for troubleshooting, or you can configure alternate settings through the Advanced Tab.

Step 5 Click the Advanced tab.

Your system administrator must provide the information that you enter in the fields that display.

Step 6 To change the path of the local directory file, enter the new path in the Path of Local Directory File field.


Note The local directory file, defined as the user list file, provides the directory information that displays in the windows.


Step 7 To change the interval at which the attendant console reloads the directory file, enter a new interval (in seconds) in the Directory Reload Interval field.

Step 8 To change the call-processing server host name or IP address, enter the appropriate information in the Call Processing Server Host Name or IP Address field.

Step 9 Enter the local IP address of the attendant console in the Local Host IP Address (for line state) field.


Note If the attendant PC has two Network Interface Cards (NICs), your system administrator can specify the IP address that will receive line state updates.

If your administrator wants to receive the line state on a specific UDP port for security reasons, the administrator can specify the UDP port in the format IP Address:Port in the Local Host IP Address (for line state) field.


Step 10 Check the Enable Trace check box.

Step 11 To configure an audible ring, a "beep," that alerts you to calls through the PC sound card, perform the following procedure:

a. Click Audible Alert Ring Setting.

b. Click the No Ring, Ring Once, or Ring Continuously radio button:

c. Click OK.

Step 12 Click Save. Now you can log in and go on line.


Logging In and Going On Line

When you log in to the attendant PC, you enter your username and password and choose the language in which you want the GUI to display.

Perform the following steps to log in, go on line, and handle calls:

Procedure


Step 1 If you have not already done so, double-click the Cisco CallManager Attendant Console icon on the desktop or choose Start > Programs > Cisco CallManager Attendant Console.

Step 2 When prompted, enter your attendant console username and password in the login dialog box.


Tip To save this information, so you do not enter it each time that you log in to the attendant console, check the Remember user name and password check box.


Step 3 The first time that you log in to the attendant console, the text in the login dialog box displays in the language that your operating system supports. You can only view languages that your operating system supports. If you cannot view the chosen language, contact your system administrator.

From the Language drop-down list box, choose the language in which you want the GUI to display.

In subsequent login dialog boxes, the text automatically displays in the language that you chose in the previous login.


Caution If some text displays in English after you choose a different language, see the "Troubleshooting" section.


Tip To review or change settings that are configured for the attendant console, click the Settings button. For information on changing settings, see the "Starting the Cisco CallManager Attendant Console for the First Time" section.


Step 4 Click Log In.

When you log in, Cisco CallManager Attendant Console checks the information that is provided in the Settings dialog box.

Logging in enables you to use Cisco CallManager Attendant Console to answer, place, and handle calls, to view line status, to use the directory, and to configure and use speed-dial entries.

Your system administrator sets up your Cisco CallManager Attendant Console user ID and password. Contact your system administrator if you cannot log in.


Note The attendant console saves the user name of the attendant that last used the attendant console on the PC.


Step 5 On the Call Control toolbar, click the Online button or choose File > Online.

When you go on line, the color of the arrows in the button changes from green to white, and the menu option Online changes to Offline. The status bar at the bottom of the console indicates that you are on line.

The Cisco Telephony Call Dispatcher receives notice that you are available to answer calls. The status bar should read, "Call Control Up."


Going Off Line, Logging Out, and Exiting

When you are not using Cisco CallManager Attendant Console, go off line, so the Cisco Telephony Call Dispatcher knows that you are not available to handle calls from directory numbers that are configured specifically for the attendant console. Be aware that you can still answer calls that come to your personal phone number on the Cisco IP Phone.


Note Be aware that the Online/Offline buttons and menu options are context-sensitive. If you are on line, the Offline button and menu option display. If you are off line, the Online button and menu option display.


If you need to stop handling calls for a short time, click the Offline button on the Call Control toolbar or choose File > Offline.

When you want to resume handling calls, click the Online button on the Call Control toolbar or choose File > Online.

To exit Cisco CallManager Attendant Console completely and close the application window, choose File > Logout or File > Exit.

When you choose File > Logout, you exit the application, and the Cisco CallManager Attendant Console Login dialog box automatically displays. When you choose File > Exit, you exit the application, and no dialog box displays.