The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
You can use your mouse and keyboard to place, answer, transfer, end, and generally handle calls from the Assistant Console.
Make sure that the call you want to handle is selected (highlighted) on the console. Call-control buttons and menu items appear dimmed (inactive) if they are not relevant to the selected call.
To place a call from the Assistant Console:
Calls originated from Assistant Console use the first physical line of the assistant phone.
To answer a selected call:
To end a selected call:
To put a selected call on hold:
To transfer a call, you must answer it first. After you transfer a call, you cannot retrieve it unless the call is transferred back to you.
Transfer calls using:
Transfer—Redirects the call immediately without allowing you to speak to the transfer recipient (the person to whom you are transferring the call).
Consult transfer—Redirects the call after first allowing you to speak to the transfer recipient.
Direct transfer—Connects two calls (active calls and calls on hold) directly.
You can set up a conference call using:
Conference—Initiate a call to add participants in a conference.
Join—Connect active calls and calls on hold in a single conference call.
To add conference participants to an active and selected call:
|Step 1||Select one of these options:|
The Enter Number popup window appears (unless you drag the call to a listing in the Speed Dials or Directory panel).
|Step 2||Enter the conference participant’s phone number and click OK.|
|Step 3||Click the Conference button again to add the person to the call, after speaking to the new conference participant.|
Use Redirect to transfer a selected call to a predetermined target number. You can redirect a call that is ringing, connected, or on hold. The default targets differ based on the mode:
Unlike Transfer, which requires you to specify the target with each use, Redirect sends calls to a single, predetermined target number. You can divert a call that is ringing, connected, or on hold.
You cannot divert a call that you have placed or received on one of your own phone lines (rather than on a manager’s proxy line).
To redirect a selected call to the divert target:
You can set your divert target to be the manager for whom the call was originally intended or another directory number.
To view or change the target:
|Step 1||Select from the menu bar. |
The Divert Target popup window appears.
|Step 2||In the shared-line mode, enter a phone number or office extension in the text box. Enter the number exactly as you would dial it from your office phone.|
|Step 3||In the proxy-line mode, you can choose to toggle between a manager or directory number target. If you choose the directory number option, enter a phone number or office extension. Enter the number exactly as you would dial it from your office phone.|
|Step 4||Click Save. |
You can also configure a divert target for your manager, which is unique from your target. For instructions, see Configure the Divert Target for a Manager.
You can divert a call using your Cisco Unified IP Phone. Answer the call, then press the Redirect softkey on your Cisco Unified IP Phone to transfer the call to your divert target.
You can transfer a ringing or connected call that you are handling for a manager to that manager’s voice-messaging service.
This feature does not apply to calls that you have placed or received on one of your own phone lines. It applies only to calls on your manager’s proxy line.
To send the selected call:
|Step 1||Select one of these options:|
|Step 2||You can also perform this task from your Cisco Unified IP Phone. Answer the call and then press the TrnsfVM softkey on your Cisco Unified IP Phone to transfer the manager’s call to the voice-messaging service.|