Cisco® CallManager Attendant Console is an application from Cisco Systems® that supports the traditional role of a manual attendant-console hardware device. Associated with an IP phone, the application allows the attendant to quickly accept and dispatch calls to enterprise users. An integrated directory service provides traditional busy-lamp-field (BLF) and direct-station-select (DSS) functions for any line in the system.
Cisco CallManager Attendant Console integrates traditional time-division multiplexing (TDM) telephony functions with advanced IP telephony applications and services such as Lightweight Directory Access Protocol (LDAP) directory and HTML services. A primary benefit of Cisco CallManager Attendant Console over traditional attendant-console systems is its ability to monitor the state of every line in the system and to efficiently dispatch calls. The absence of a hardware-based line-monitor device offers an affordable and mobile attendant solution.
IMPORTANT FEATURES AND BENEFITS
Enterprises today may choose to route inbound telephone calls through numerous methods. These methods are either completely automated, manually directed, or some hybrid of automated and manual operation.
A separate product, the Cisco Automated Attendant application can accept inbound calls, query the caller for destination information, and rapidly dispatch the call without operator intervention. Automation of inbound call dispatch is efficient and affordable.
Alternatively, many businesses see the benefit of handling each inbound caller through a specially trained and equipped operator. This operator assesses the caller's purpose and intended destination and uses tools to dispatch the call reliably and efficiently. The benefit of such a function is a heightened sense of customer satisfaction and, in many cases, a more reliably dispatched call.
The Cisco CallManager Attendant Console is designed to more efficiently automate both the user operations and the administrative operations of a manual attendant function. The attendant console uses an intuitive and configurable graphical user interface as the primary means of call handling and line-state monitoring. The software nature of the attendant console allows assignment of line-state monitors without the need of physically relabeling extender boxes with each line-monitor change. The directory pane displays the results of queries into the directory of all users in the system. The line state of each user's primary line is presented with each record entry. The benefit over traditional consoles and line extenders is that each user's line is monitored, as opposed to monitoring only a select few in a TDM-based system (refer to Figure 1).
Figure 1. The Cisco CallManager Attendant Console Uses an Intuitive and Configurable Graphical User Interface as the Primary Means of Call Handling and Line-State Monitoring.
Advanced drag-and-drop capabilities and access to corporate LDAP directories combine to offer key advantages over traditional manual attendant stations. In a system with hundreds or thousands of users, the attendant-console operator can accept calls and perform directory lookup by selecting the field title in the directory section and typing in the first few characters of the user's last name, first name, or department. A directory search that matches the query is returned.
The operator can view the status of the user's line (forwarded, busy, idle, or ringing) and advise the caller of the line state. The operator can then transfer the call to the user by either initiating a traditional transfer sequence through the transfer function key or dragging and dropping the call from the selected loop to the desired user's record. The primary benefit of this user interface is quicker transaction time and subsequent customer satisfaction improvement.
The Cisco CallManager Attendant Console is scalable. Call-distribution groups can be assigned to any pilot number, which can in turn be assigned to one or more attendant-console loops. These loops represent answerable lines in a multiple attendant system. Calls are queued to one or more online attendant loops, thereby allowing scale and distribution among multiple operators. Multiple attendant consoles can be configured to monitor the same lines, affording scale to multiple operators when conditions require. Equivalent functions on a traditional system would require the purchase and administration of a line-extender device for each operator.
Access to directory services and content extends the attendant toolbox for providing efficient, courteous service well beyond the capabilities of equivalent, traditional manual attendant functions.
NEW FEATURES IN VERSION 1.3
• Shared-line support
• New hunting algorithm: Broadcast
• Ability to handle more than two calls per line
• Call queuing on pilot points
• Direct transfer
• Call join
USER FEATURES
• Loop keys (simultaneous management of all lines available on associated phone)
• Line states-Idle, active, ringing, and unknown
• User label per line-monitor key for easy reference to user
• Per-call drag-and-drop transfer, hold-Drag call from loop key to line-monitor key or directory record for transfer
• Per-call hold timers with visual indicator that changes over time from green to yellow to red
• Headset capabilities of Cisco IP phones
• Answer and release
• Direct transfer
• Call join
• Log on, log off
• Make attendant busy or available
• System supplementary features-Hold, resume, transfer, consult transfer, park, conference, call waiting, and interposition call transfer
• Extended audible alert on call presentation
• Single-button direct transfer to destination user's voice mail
• Display of all calls parked by any operator in a cluster
• Manual retrieval of parked call from display
• Display of all calls in broadcast hunt group
• Manual retrieval of calls in broadcast hunt group
• Configurable keyboard shortcuts for alternative to mouse operation
• User-interface internationalization and localization
Speed-Dial View
• Unlimited speed-dial keys with line monitoring
• Key grouping in multiple tabs
• Optional Notes field for more labeling options
Directory View
• Line state-One record for every line appearance in the Cisco CallManager cluster
• Query-Searchable by any field in the directory
• Sort-By last name, first name, extension, or department
• Call-forwarding status-Icon indicator of call forwarding of user's line to voice mail or another number for up to 10 entries in a directory search result.
ADMINISTRATIVE FEATURES
• Remote system or device installation and configuration through a Web browser
• Simultaneous line monitor by multiple operators-Operators can view line state of any line from their console user interface
• Call distribution from a single pilot number to multiple directory numbers or user-line pairs
• Simultaneous monitoring of inbound calls from multiple operator positions
• Creation of up to 150 pilot numbers or distribution groups
SYSTEM CAPABILITIES
• Availability-Provision for multiple operators on same loop or pilot and monitoring same line; if operator station fails or is off line, calls are distributed to all other operators with same loops
• Manageability-System device configuration and operation through Web interface; no operator applications to install at each operator's PC
• Affordability-No line-extender hardware devices
SCALABILITY
• Up to 600 total hunt-group members divided in as many as 150 hunt groups (pilot numbers) per Cisco CallManager cluster
• Up to 128 hunt-group members per hunt group
• Four hunting algorithms: Longest Idle, First Available, Circular, and Broadcast
• Ability to queue up to 32 calls (on hold) to a pilot point
• As many call loops per attendant console as lines are configured on the controlled IP phone device-Any loop may be assignable as a hunt-group member
• Two hundred Cisco CallManager attendant consoles per cluster
• Maximum of 512 simultaneous calls on as many as 200 configured attendant consoles
SYSTEM REQUIREMENTS
Client
• Pentium II 366-MHz processor PC
• 128 MB of RAM
• Microsoft Windows 2000 or Microsoft Windows XP
Server
• Any Cisco Media Convergence Server (MCS) or third-party server platform certified to run Cisco CallManager 4.01
• Cisco CallManager 4.01
ORDERING INFORMATION
Cisco CallManager Attendant Console 1.3 ships with each Cisco CallManager 4.01 application. Cisco CallManager Attendant Console is not orderable separately. The client and server applications are installed as plug-ins from Cisco CallManager Administration screens.
SERVICES AND SUPPORT
Cisco IP Communications Services and Support reduce the cost, time, and complexity of implementing a converged network, and they can help you create a resilient IP communications infrastructure that will meet your business needs today-and in the future.
Cisco and its partners have designed and deployed some of today's largest IP communications networks-meaning they understand how to integrate an IP communications solution into your network infrastructure, a solution that will help you more quickly realize business results and gain a competitive advantage.
These results are delivered through a flexible suite of collaborative offerings that help you plan, design, implement, operate, and grow an IP communications solution.
Cisco design tools and best practices ensure that the solution best fits your business needs from the start, eliminating costly redesigns and downtime. Cisco proven methods ensure a sound implementation that will deliver the functions and features you expect-on time. Support services include remote network operations, network management tools to administer the converged application and network infrastructure, and technical support services.
Cisco provides the flexibility you need to employ a services strategy that meets your specific requirements.
