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Updated:March 15, 2011
Document ID:1474267767930259
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Cisco® Unified CallConnector Operator enhances business efficiency by quickly answering the main-number calls and accurately delivering them to appropriate and available employees. If persons are not available, operators can use integrated directory and messaging options to find alternates or leave messages. An optional part of the Cisco Unified CallConnector suite, the Cisco Unified CallConnector Operator application integrates with Cisco Unified Communications Manager Express to allow operators to handle the incoming business calls efficiently and take advantage of their business's unified communications infrastructure.
Product Overview
Cisco Unified CallConnector Operator is a Windows application that was designed specifically for the fast call handling plus contact management and messaging requirements of a small business operator position. With Cisco Unified CallConnector Operator, operators can:
• Handle incoming calls quickly and transfer them to the appropriate and available employees with ease
• View incoming calls to be answered at a glance, plus view the status of parked, transferred, and held calls
• Easily send instant messages, email, or text (Short Message Service [SMS]) messages to employees who are not available to take calls
• Quickly search for users in the directory and manage the organization's directories
• View and update the availability, location, and telephone status of all employees
Cisco Unified CallConnector Operator is an operator solution for the Cisco Unified Communications Manager Express (Cisco Unified CME). Easy to install, configure, and use, the application offers a fully customizable user interface, allowing operators to resize feature windows and place them anywhere on the screen. Operators can also use a mouse or a customizable keyboard to access features, offering deployment flexibility.
Figure 1 shows an example of the Cisco Unified CallConnector Operator application window.
Figure 1. Cisco Unified CallConnector Operator
Solution Overview
Cisco Unified CallConnector Operator displays queue, directory, and call-control information in user-customizable windows. From the application, operators can monitor incoming and extended calls, answer calls, access the telephony features, easily locate the right available employee, and efficiently transfer the call to the employee at the employee's current number.
Deployment options include the ability to have one or multiple operator positions. You can use the application for a standalone, single position, with a backup operator position to relieve the primary operator. For larger sites you can deploy multiple operator positions with Cisco Unified CallConnector Server, supporting one or more business locations.
Customizable User Interface for Mouse, Keyboard, and Drag-and-Drop Capabilities
Cisco Unified CallConnector Operator allows operators to define how they want to use the solution - by keyboard or mouse. Keyboard shortcuts are available to handle calls faster without having to use a mouse or drag and drop from one window to another. Operators can use the drag-and-drop capability to make, transfer, conference, or pick up calls. The direction of the dragging actions and the state of the line to which the call is dragged affects the resulting operation.
Operators can customize the Cisco Unified CallConnector Operator GUI and the shortcut keys. They can:
• Change the display font face and size
• Show or hide a window
• Lock the windows; while locked, the windows cannot be resized
• Change the location of a window
• Set up shortcut keys for accessing the operator features
• Receive popup notifications of incoming calls
Ability to View Incoming and Operator-Extended Calls in Call Queues
The Cisco Unified CallConnector Operator call queues display both the incoming calls, organized into administrator-defined call queues, and calls that the operator has extended to employees, put on hold, or parked. From the call-queue window, the operator can:
• View the incoming calls waiting to be answered
• Answer the longest-waiting highest-priority call or a specific waiting call
• View the calls that have been placed on hold or transferred to park slots or other numbers
• Recall the longest-waiting, timed-out call or bring back a specific call
The call-queue window supports the features listed in Table 1.
Table 1. Features Available in the Cisco Unified CallConnector Operator Call-Queue Window
Multiple queues
The system administrator can configure multiple incoming call queues in addition to the predefined held, parked, and transferred call queues.
Customized queues
For each queue, the administrator can specify the priority level, timeout values, greeting text, and busy or unavailable routing.
Progress bar display
A progress bar displays the duration of the calls in the queues. Icons change to indicate a timed-out condition.
Next call
Operators can answer the longest-waiting, highest-priority call from the incoming call queues with a single button or key press.
Answer specific call
Operators can answer a specific call from the list of calls in the call queues.
Recall extended calls
The recall feature picks up and connects to the highest-priority, longest-waiting timed-out call from the parked and transferred queues.
Unavailable routing
When the operators are unavailable or busy, incoming calls can be routed to predefined night or operator busy numbers.
Powerful, Multi-field Search to Locate Contacts in Organizational, External, or Outlook Directories
The Cisco Unified CallConnector Operator directory displays a list of names with detailed contact information and integrated click-to-call and click-to-send services using the contact information. Operators can maintain extensive information about the organizational contacts, quickly locate entries, and directly transfer calls or send messages to them. The organizational directory also displays the telephone status (idle, ringing, or connected) as well as the employee's availability (available, busy, or away) and current location (work, home, traveling, or vacation) with graphical icons.
Operators can locate contacts simply by entering the first few letters of any information about that contact - such as first or last name, department, or phone number. The directory window displays the matching results.
The directory supports the functions listed in Table 2.
Table 2. Features Available in Cisco Unified CallConnector Operator Directory
Multiple directories
Operators can access contact information from four directories - organizational with phone status display, external with import option from a comma-separated value (CSV) file or Outlook folder, personal directory, and Outlook Private Address List.
Customizable views
Operators can customize how the directory information is presented by selecting the information fields to view and the display style - tabular or hierarchical.
Global search
Operators can quickly locate a contact by entering the first few letters. The search can be for names, departments, or phone numbers of any entry in the directory.
Multiple listed numbers
Multiple phone numbers are supported per entry, including work, home, mobile, backup, and colleagues' numbers.
Drag and drop
Operators can drag entries to make a call, transfer, pick up a ringing call, or add to a conference.
View phone status
The organizational directory listing shows phone status (idle, ringing, or connected).
Presence status
Operators can view the availability and location of the organizational contacts in real time.
Select directory
Operators can open a different directory database by switching to its displayed information.
Manage contacts
Operators can add, modify, or delete the organizational contact information.
Integrated calling
Operators can dial numbers, transfer calls, and set up conferences from the directory.
Send messages
Operators can send quick messages by email, text, or instant message.
Integrated Messaging and Presence Management Options
The action-bar area gives operators a quick and easy way to handle calls and communicate with others in the organization. Using the action bar after doing a directory search, operators can transfer calls to one of five phone numbers or to voicemail with the press of one button. Operators can also create notes and send them by email, SMS, or instant messaging to give others information about callers on hold, parked, or needing an immediate callback.
Presence information for the organization's employees (with or without a Cisco IP phone) can be viewed and maintained by Cisco Unified CallConnector Operator or by individual users with the optional Cisco Unified CallConnector Server. Having current and accurate availability messages can assist in the effective routing of business calls.
Deployment Options
Cisco Unified CallConnector Operator is available in three configurations (Table 3) and works with a Cisco IP phone for media handling. By using a Cisco IP phone, the operator always has the ability to handle calls, even if the Windows PC is not available.
For installation, an easy-to-use GUI is provided. It connects to the Cisco Unified Communications Manager Express for configuration information, imports the user contact information, and sets up the operator call-control parameters.
Table 3. Deployment Options for Cisco Unified CallConnector Operator
Description
Benefit
Standalone operator
This single self-contained operator position connects to the Cisco Unified CME for telephone status information and call control.
Standalone backup position
A single backup operator position is allowed for each standalone operator. It connects to the primary operator to receive the call-control and configuration information.
Server-based deployment
The operator client is installed at the operator position and connects to Cisco Unified CallConnector Server for configuration and call-control information. The server-based configuration is required for multiple-operator deployments.
The Cisco Unified CallConnector Server makes it easier to deploy and maintain the Cisco Unified CallConnector Operator solutions:
• Administration and updates can be performed without affecting the operator call handling.
• The backup operators are not affected by the status of the primary operator PC.
• Updates to the operator software can be pushed out from the server.
You can install servers in virtual-machine environments for ease of server management. An easy-to-use installation GUI is provided that connects to the Cisco Unified Communications Manager Express for configuration information, imports the user contact information, and sets up the Cisco Unified CallConnector Operator parameters.
System Requirements
Table 4 lists the computer requirements for Cisco Unified CallConnector Operator, Table 5 lists the requirements for the server, and Table 6 lists the required software versions.
Using the Cisco Lifecycle Services approach, Cisco and our partners offer a broad portfolio of end-to-end services to support the Cisco Unified Communications System. These services are based on proven methodologies for deploying, operating, and optimizing IP communications solutions. Initial planning and design services, for example, can help you meet aggressive deployment schedules and minimize network disruption during implementation. Operate services reduce the risk of communications downtime with expert technical support, and optimize services enhance solution performance for operational excellence. Cisco and our partners offer a system-level service and support approach that can help you create and maintain a resilient, converged network that meets your business needs.
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