Table Of Contents
How to Use the Assistant Console to Handle Calls
How to Place a Call
How to Answer a Call
How to End a Call
How to Put a Call on Hold
How to Remove a Call from Hold
How to Transfer a Call
How to Set up a Conference Call
How to Divert a Call to Another Number
How to Use Immediate Divert
How to Configure the Immediate Divert Target
How to Send a Call to Voice Mail
How to Use the Assistant Console to Handle Calls
You can use your mouse and keyboard to place, answer, transfer, end, and otherwise handle calls from the Assistant Console.
Note 
Make sure the call you want to handle is selected (highlighted) on the console. Call control buttons and menu items appear grayed-out (inactive) if they are not relevant to the selected call.
To learn more, refer to the following call-handling topics:
•How to Place a Call
•How to Answer a Call
•How to End a Call
•How to Put a Call on Hold
•How to Transfer a Call
•How to Set up a Conference Call
•How to Divert a Call to Another Number
•How to Send a Call to Voice Mail
How to Place a Call
To place a call from the Assistant Console, choose any of the following options:
•Click the Dial call control button.
•Right-click on a phone line in the My Calls panel and choose Dial from the pop-up menu.
•Choose Call > Dial from the menu bar.
•Double-click a speed dial or directory number.
•Drag and drop a directory number into the My Calls panel.
•Use the associated keyboard shortcut.
•With the console open and active on your desktop, enter the phone number that you want to call using your keyboard, then press Enter. You can see the number that you are calling in the status bar along the bottom of the console.
If the Enter Number pop-up window appears, enter the phone number that you want to call and click OK.
Enter the number exactly as you would if you were placing the call from your Cisco IP Phone.
Related Topics
•Getting Started with the Assistant Console, page 1-2
•How to Use Keyboard Shortcuts, page 1-17
•How to Use the Assistant Console to Handle Calls
How to Answer a Call
To answer a selected call, choose any of the following options:
•Click the Answer call control button.
•Double-click on a ringing call in the My Calls panel.
•Right-click on the call and choose Answer from the pop-up menu.
•Choose Call > Answer from the menu bar.
•Use the associated keyboard shortcut.
If the incoming call that you want to answer is not selected (highlighted), click the incoming call to select it before performing one of the above actions.
Related Topics
•Getting Started with the Assistant Console, page 1-2
•How to Use Keyboard Shortcuts, page 1-17
•How to Use the Assistant Console to Handle Calls
How to End a Call
To end a selected call, choose one of the following options:
•Click the Hang Up call control button.
•Right-click on the call and choose Hang Up from the pop-up menu.
•Choose Call > Hang Up from menu bar.
•Use the associated keyboard shortcut.
Related Topics
•Getting Started with the Assistant Console, page 1-2
•How to Use Keyboard Shortcuts, page 1-17
•How to Use the Assistant Console to Handle Calls
How to Put a Call on Hold
To put a selected call on hold, choose one of the following options:
•Click the Hold call control button.
•Double-click on the connected call.
•Right-click on the call and choose Hold from the pop-up menu
•Choose Call > Hold from the menu bar.
•Use the associated keyboard shortcut.
Related Topics
•Getting Started with the Assistant Console, page 1-2
•How to Use Keyboard Shortcuts, page 1-17
•How to Use the Assistant Console to Handle Calls
How to Remove a Call from Hold
To take a selected call off of hold, choose one of the following options:
•Click the Resume call control button.
•Double-click on the held call.
•Right-click on the call and choose Resume from the pop-up menu
•Choose Call > Resume from the menu bar.
•Use the associated keyboard shortcut.
Related Topics
•Getting Started with the Assistant Console, page 1-2
•How to Use Keyboard Shortcuts, page 1-17
•How to Use the Assistant Console to Handle Calls
How to Transfer a Call
There are two ways to transfer a selected call to another number:
•Blind transfer—Immediately redirects the call 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.
Note You must answer a call before you can transfer it. After you transfer a call, you cannot retrieve it (unless the call is transferred back to you).
Blind Transfer
To perform a blind transfer for a selected call, choose one of the following options:
•Click the Transfer call control button.
•Right-click on the call and choose Transfer from the pop-up menu.
•Choose Call > Transfer from the menu bar.
•Drag and drop the call to a listing in the Speed Dials panel.
•Drag and drop the call to a listing in the Directory panel.
•Use the associated keyboard shortcut.
Unless you drag-and-drop the call, the Enter Number pop-up window appears. Enter the transfer recipient's phone number and click OK.
Consult Transfer
To perform a consult transfer for a selected call, choose one of the following options:
•Click the Consult Transfer call control button.
•Right-click on the call and choose Consult Transfer from the pop-up menu.
•Choose Call > Consult Transfer from the menu bar.
•In the Speed Dials or Directory panel, right-click on the listing to which you want to transfer the call, then choose Consult Transfer from the pop-up menu.
•Use the associated keyboard shortcut.
If the Enter Number pop-up window appears, enter the transfer recipient's phone number and click OK.
After you have spoken to the recipient, click the Consult Transfer button again to complete the transfer.
Note You cannot perform a consult transfer by using the drag-and-drop method. This method will result in a blind transfer.
Related Topics
•Getting Started with the Assistant Console, page 1-2
•How to Use Keyboard Shortcuts, page 1-17
•How to Use the Assistant Console to Handle Calls
How to Set up a Conference Call
To add conference participants to an active and selected call, choose one of the following options:
•Click the Conference call control button.
•Right-click on the call and choose Conference from the pop-up menu.
•Choose Call > Conference from the menu bar.
•Right-click on a listing in the Speed Dials or Directory panels and choose Conference from the pop-up menu.
•Use the associated keyboard shortcut.
If the Enter Number pop-up window appears, enter the conference participant's phone number and click OK.
After you have spoken with the new conference participant, click the Conference button again to add the person to the call.
Related Topics
•Getting Started with the Assistant Console, page 1-2
•How to Use Keyboard Shortcuts, page 1-17
•How to Use the Assistant Console to Handle Calls
How to Divert a Call to Another Number
Use Immediate Divert to transfer a selected call to a pre-determined target number. You can divert a call that is ringing, connected, or on hold.
The initial default target is the manager for whom the call was originally intended. However you can configure the target using any valid phone number or extension.
For details, refer to the following sections:
•How to Use Immediate Divert
•How to Configure the Immediate Divert Target
How to Use Immediate Divert
To divert a selected call to the Immediate Divert target, choose one of the following options:
•Click the Immediate Divert call control button.
•Right-click on the call and choose Immediate Divert from the pop-up menu.
•Choose Call > Immediate Divert from the menu bar.
•Use the associated keyboard shortcut.
Tips
•Unlike Transfer, which requires you to specify the target with each use, Immediate Divert sends calls to a single, pre-determined 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 proxy line).
Related Topics
•How to Configure the Immediate Divert Target
How to Configure the Immediate Divert Target
Your Immediate Divert target is either the manager for whom the call was originally intended or another directory number.
By initial default, the target is set to Manager.
To view or change the target, choose Edit > Immediate Divert from the menu bar. The Immediate Divert Target pop-up window appears.
Click Manager or Directory Number to toggle between these targets. If you select Director Number, enter a phone number or office extension. Enter the number exactly as you would dial it from your office phone.
Click Save to preserve your changes.
Tips
•In addition to configuring your own Immediate Divert target, you can do so for you manager. The manager's Divert target is distinct from yours. For instructions, see the "How to Configure the Divert Target for a Manager" section on page 5-4.
•You can divert a call using your Cisco IP Phone. Answer the call, then press the ImmDiv soft key on your Cisco IP Phone to transfer the call to your Immediate Divert target.
Related Topics
•Getting Started with the Assistant Console, page 1-2
•How to Use the Assistant Console to Handle Calls
•How to Use Immediate Divert
•Assistants—How to Use Cisco IPMA on Your Phone, page 3-1
•How to Configure Manager Features, page 5-1
How to Send a Call to Voice Mail
You can immediately transfer a ringing or connected call that you are handling on behalf of a manager to that manager's voice mail.
To send a selected call to voice mail, choose one of the following options:
•Click the Transfer to Voice Mail call control button.
•Right-click on the call and choose Transfer to Voicemail from the pop-up menu.
•Choose Call > Transfer to Voicemail from the menu bar.
•Use the associated keyboard shortcut.
Tips
•You can perform this task from your Cisco IP Phone, as well. Answer the call, then press the TrnsfVM soft key on your Cisco IP Phone to transfer the manager's call to his or her voice mail system.
•This feature does not apply to calls that you have placed or received on one of your own phone lines rather than on a manager proxy line.
Related Topics
•Getting Started with the Assistant Console, page 1-2
•How to Use Keyboard Shortcuts, page 1-17
•How to Use the Assistant Console to Handle Calls
•Assistants—How to Use Cisco IPMA on Your Phone, page 3-1
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