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Handling Calls
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Handling Calls

Table Of Contents

Handling Calls

Answering a Call

Answering a Broadcast 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

Direct Transferring

Joining Calls

Initiating an Ad Hoc Conference Call

Parking a Call

Reverting a Parked Call

Forwarding a Call to Voice-Messaging System

Using Dial Digits

Using Keyboard Shortcuts


Handling Calls


To handle calls with Cisco Unified CallManager Attendant Console, you can use the mouse, toolbar buttons, menu bar, keyboard shortcuts, or the Cisco Unified IP Phone that is associated with Cisco Unified CallManager Attendant Console to perform these functions.

This chapter provides the following instructions:

Answering a Call

Answering a Broadcast Call

Placing a Call on Hold

Retrieving a Call from Hold (Resume)

Ending a Call

Placing a Call

Transferring a Call

Joining Calls

Initiating an Ad Hoc Conference Call

Parking a Call

Reverting a Parked Call

Forwarding a Call to Voice-Messaging System

Using Dial Digits

Using Keyboard Shortcuts

Answering a Call

When Cisco Unified 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 any method that is listed in Table 1. You cannot answer calls from the Speed Dial or Directory windows.


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



Note To answer broadcast calls from the Broadcast Calls window, see the "Answering a Broadcast Call" section.


Table 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.

Keyboard Shortcut

Press the keyboard shortcut that is configured for answering a call. The default specifies Ctrl + A.

Cisco Unified IP Phone

Use the Cisco Unified IP Phone to answer the call.


Answering a Broadcast Call

Your administrator can configure Cisco Unified CallManager Attendant Console to place incoming calls into a queue and broadcast the calls to attendants who are available when the call arrives or who become available before the call is answered. You can see the broadcast calls in the Broadcast Calls window. The call remains in the Broadcast Calls window until an attendant answers the call. You answer broadcast calls by using keyboard shortcuts, context-sensitive menus, the menu bar, or the mouse. After an attendant answers a broadcast call, the call moves from the Broadcast Calls window to the Call Control window of the attendant who answers the call.

The Attendant Console allows you to view and answer broadcast calls that have not been answered. Perform the following procedure to answer a queued call:


Note You must be online to answer a broadcast call.


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

Click the call that you want to answer; then, click Answer button on the call-control toolbar.

Click the call that you want to answer; then, from the Actions menu, choose Answer.

Double-click the call in the Broadcast Calls window and use the mouse to drag the highlighted call onto the Answer button.

Drag the call from the Broadcast Calls window to an operator line button.

On the PC keyboard, press Ctrl + A.


Note If you have an active call, the attendant console places that active call on hold when you answer the broadcast call.


Related Topic

Broadcast Calls Window, page 6 (for descriptive information)

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 any method that is listed in Table 2.


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


Table 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.

Keyboard Shortcut

Click the call; then, press the keyboard shortcut that is configured for placing a call on hold. The default specifies Ctrl + L.

Cisco Unified IP Phone

Use the Cisco Unified 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 any method that is listed in Table 3.


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


Table 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.

Keyboard Shortcut

Click the call that is on hold; then, press the keyboard shortcut that is configured for retrieving a call from hold. The default specifies Ctrl + L.

Cisco Unified IP Phone

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


Ending a Call

When Cisco Unified 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 any method that is listed in Table 4.


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


Table 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.

Keyboard Shortcut

Click the call; then, press the keyboard shortcut that is configured for ending a call. The default specifies Ctrl + H.

Cisco Unified IP Phone

Use the Cisco Unified IP Phone to end the call.


Placing a Call

You can place calls when a line is available in the Call Control window. You can place calls to directory or speed-dial entries or to an external phone number. You place calls by using any method that is listed in Table 5.

Table 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 or the Operator Line button in the Call Control window.

Keyboard Shortcut

Click the directory or speed-dial entry. Press the keyboard shortcut that is configured for placing a call; then, click Dial. The default specifies Ctrl + D.

Use the numeric keys on your PC keyboard to dial a number; then, press Enter or the keyboard shortcut that is configured for placing a call. The default specifies Ctrl + D.

Click one Operator Line button, if you have several buttons configured, to go off hook. Then, enter the phone number by using the dial keypad or choose a number from the directory list; click OK or press Enter to complete the call.

To access the dial pad, press the keyboard shortcut that is configured for placing a call. The default specifies 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 or press Enter.

Cisco Unified IP Phone

Use the Cisco Unified IP Phone to dial the number.


Transferring a Call

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

Transferring a Call

Consult Transferring

Direct Transferring

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


Note See the "Troubleshooting" section on page 73 if you receive 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, use any method that is listed in Table 6.

Table 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. Use any method that is listed in Table 7 to consult transfer a call.

Table 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.


Direct Transferring

A direct tranfer allows you to merge two calls into the same call. To use the direct transfer feature, in the Call Details window, you must choose the active call and another call on the same line.

To direct transfer a call, use any method that is listed in Table 8.

Table 8 Direct Transferring

Method
Task

Context-Sensitive Menu

Choose the calls in the Call Control window that you want to transfer by holding down the Ctrl key and clicking the calls; then, right-click and choose Direct Transfer from the context-sensitive menu.

Call Control Toolbar

Ctrl+click the calls that you want to transfer; then, click the Direct Transfer button.

Actions Menu

Ctrl+click the calls that you want to transfer; then, from the Actions menu, choose Direct Transfer.

Default Keyboard Shortcut

1. Ctrl+click the calls that you want to transfer.

2. To complete the transfer, press Ctrl + R.


Joining Calls

Join merges a group of calls and the attendant into a conference. To use the join feature, you must choose the active call and other calls on the same line.

You can join calls by using any method described in Table 9.


Note For information on merging two active calls without the attendant, see the "Direct Transferring" section.


Table 9 Joining Calls 

Method
Task

Context-Sensitive Menu

Choose the calls in the Call Control window that you want to join by holding down the Ctrl key and clicking the calls; then, right-click and choose Join from the context-sensitive menu.

Call Control Toolbar

Ctrl+click the calls that you want to join; then, click the Join button.

Actions Menu

Ctrl+click the calls that you want to join; then, from the Actions menu, choose Join.

Default Keyboard Shortcut

1. Ctrl+click the calls that you want to join.

2. To complete the join, press Ctrl + J.


Initiating an Ad Hoc Conference Call

Cisco Unified 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 any method that is listed in Table 10.


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 10 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. To initiate the conference call, press Ctrl + N.

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 + N 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 +  N 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 Unified 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 Unified CallManager chooses the call park extension, which is based on the configuration that the system administrator entered in Cisco Unified 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 the keyboard shortcut that is configured for parking a call. The default specifies 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.

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 the keyboard shortcut that is configured for reverting a parked call. The default specifies 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 the keyboard shortcut that is configured for reverting a parked call. The default specifies Ctrl + P. The parked call automatically reverts to the Call Control Details pane.

From the Parked Calls window, you can drag a parked call onto a Operator Line button to revert the parked call.

Forwarding a Call to Voice-Messaging System

To forward a call to a voice-messaging system, 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 the keyboard shortcut that is configured for forwarding a call to a voice-messaging system. The default specifies Ctrl + O.

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-messaging system. Wait for the transfer to occur.

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


Using Dial Digits

When an automated voice prompt, such as Cisco IP AutoAttendant, tells you to perform a task by using the Cisco Unified IP Phone or the attendant PC numeric keypad, you must use the Dial Digits keypad to perform the task.

Example: Using the Dial Digits Keypad

If you call another company and an automated voice prompt tells you to "press 1 to dial the extension," you perform one of the various methods to display the keypad and then enter 1.


Tip You can click the mouse or press keys on the keyboard while using the Dial Digits keypad.


To use the Dial Digits keypad, perform the following procedure:

Procedure


Step 1 To display the Dial Digits keypad, perform one of the following tasks:

Choose Actions > Dial Digits.

Press Ctrl + S.

Step 2 Perform one of the following tasks when the Dial Digits keypad displays:

If you are sending a call to voice-messaging system, enter the directory number of a user in your directory and then enter the appropriate alphanumeric characters or symbols in the field, depending on the requests from the automated voice prompt.

If you dial an external directory number and receive an automated voice prompt, enter the appropriate alphanumeric characters or symbols in the field, depending on the requests from the automated voice prompt.

Step 3 After you complete the tasks, click Close.


Alternate Method (Shortcut)

If you prefer, you can enter dial digits without using the Dial Digits keypad. When you receive the automated voice prompt, press the appropriate keys on the PC keyboard; then, press Ctrl + S.

Using Keyboard Shortcuts

The keyboard shortcuts that are configured for Cisco Unified CallManager Attendant Console allow you to perform call-control tasks and navigate the attendant console user interface efficiently. Use Table 11 as a guide for performing call-control tasks by using keyboard shortcuts. Use Table 12 as a guide for navigating the interface by using keyboard shortcuts.

Table 11 Keyboard Shortcuts for Call Control 

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

            

Direct Transfer

Ctrl + R

 

Join Calls

Ctrl + J

 

Conference Call

Ctrl + N

            

Forward a Call to Voice Mail

Ctrl + O

               

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 To change the default keyboard shortcuts, see the "Creating and Editing Keyboard Shortcuts" section on page 43.


Table 12 Keyboard Shortcuts for Navigation 

Desired Result
System Shortcut

Move from one window to another

Ctrl + F6

Move to the Call Control window

Ctrl + Shift + L

Move to the Broadcast Calls window

Ctrl + Shift + B

Move to the Directory window

Ctrl + Shift + D

Move to the Parked Calls window

Ctrl + Shift + P

Move to the Speed Dials window

Ctrl + Shift + S

Move from cell to cell in a table

Tab

Move to the next row in a table

Down Arrow

Move to the previous row in a table

Up Arrow

Move to areas of a window, including the scroll bars (if any)

Note At times, pressing Ctrl + Tab performs the same function as pressing Tab.

Note After you navigate to the scrollbar in the Dial Pad window, you must press Tab to navigate to the Enter Number field.

Ctrl + Tab

Scroll down

Note Before you scroll down in the window, make sure that you put the focus on the scroll bar. Press Ctrl + Tab until you navigate to the scroll bar.

Down Arrow

Scroll up

Note Before you scroll up in the window, make sure that you put the focus on the scroll bar. Press Ctrl + Tab until you navigate to the scroll bar.

Up Arrow

Move to the next tab

Note Before you move to the next tab in the window, make sure that you put the focus on a tab. Press Ctrl + Tab until you navigate to the tabs.

Right Arrow

Move to the previous tab

Note Before you move to the previous tab in the window, make sure that you put the focus on a tab. Press Ctrl + Tab until you navigate to the tabs.

Left Arrow

Moves to components of a given window. You may need to press Ctrl + Tab to navigate to different components within a window.

Tab

Activates buttons

Space bar

Move to the Department combo box in the Dial Pad

Alt + C

Move to the Directory table in the Dial Pad

Alt + T

Move to the First Name field in the Dial Pad

Alt + F

Move to the Last Name field in the Dial Pad

Alt + L

Move to the Number field in the Dial Pad

Alt + N