Cisco - Cisco CallManager Attendant Console

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).

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

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 that 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 help ensure that the solution best fits your business needs from the start, eliminating costly redesigns and downtime. Cisco proven methods also help 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.

Data Sheet

Cisco CallManager Attendant Console