Cisco Unified Attendant Consoles are client-server applications that enable operators and receptionists to answer and quickly dispatch incoming calls to their intended recipients or suitable alternatives. The applications offer a rich set of features, including a call-queuing engine, endpoint busy status, presence integration, and Cisco Unified Communications Manager end-user directory search.
The Cisco Unified Attendant Console Enterprise Edition is an attendant console solution designed specifically for Cisco Unified Communications Manager customers. A single attendant console server can support up to 40 concurrent attendant console client logins and the complete Cisco Unified Communications Manager end-user directory. Associated with a Cisco Unified IP Phone, the Cisco Unified Attendant Console Enterprise Edition provides the human attendant console operator with the tools to quickly accept and effectively dispatch incoming calls to individuals across the organization. The Cisco Unified Attendant Console Enterprise Edition includes a web-based administration utility that guides you through configuring the application server with Cisco Unified Communications Manager. The Cisco Unified Attendant Console Enterprise Edition client software is loaded on each operator's desktop PC.
Support for 50 queues with prioritization
You can configure queue names and priorities per customer needs, and you can prioritize and answer calls out of order. For example, a Cisco Unified Communications Manager customer can have a sales queue, a service queue, and a general business queue. Sales calls can be prioritized and answered first, before service or general business calls.
Operator queue assignment
In Web Admin, you can assign one or more queues to each operator, allowing you to segment your call answering processes to fit your business needs.
Queue operator views
The operator can view all calls within a queue or view all calls within all queues. If the operator sees many calls in queue, the operator knows that calls need to be processed quickly. If the operator sees only a few calls in queue, then the operator can spend more time with each caller to provide a higher level of customer service. If the operator sees a high-priority caller, the operator can select and answer calls out of sequence.
Number of Calls overflow sends calls to the overflow destination when the queue already contains the maximum capacity of calls. No Operator overflow sends calls to the overflow destination when no operators are logged into the queue. Wait Time overflow sends calls to the overflow destination when a call has been waiting in queue for a defined period of time. Overflow settings are defined on a queue-by-queue basis.
You can configure a script to be read by the operator for each queue to help ensure the operator can provide the proper greeting.
Different music in different queues
Callers hear music through the Cisco Unified Communications Manager Music on Hold (MoH) function. Cisco Unified Attendant Console Enterprise Edition queue device groups allow you to play different music to different queues.
Support for the entire Cisco Unified Communications Manager end-user directory
The operator can answer calls and view busy status for the entire Cisco Unified Communications Manager end-user directory.
The Cisco Unified Attendant Console Enterprise Edition derives its directory from the Cisco Unified Communications Manager directory. The application includes a utility for keeping the directories synchronized.
Personal directory groups
Each operator can create up to 100 custom directory groups, displayed as tabs across the top of the directory. These directory groups are subsets of the full directory, which is synchronized with Cisco Unified Communications Manager. Because personal directory groups are created using live directory filters as well as dragging and dropping individual contacts, operators can be confident their groups are always up-to-date.
Six directory search fields are provided. They allow the operator to quickly find call destinations and then quickly dispatch calls. Search options include last name, first name, department, extension, job title, and location, and they can be customized within each attendant console client.
Operators can view each contact's Cisco Unified Presence status directly from the Attendant Console directory. This feature allows operators to manage calls efficiently because they can easily see whether a particular contact is available to take a call.
Operator handset ringing
When a call comes into a queue configured with operator handset ringing, the call is sent directly to the handset of the operator logged into that queue for the longest duration. This feature enables operators to answer the call from a wireless headset while away from their desks. (The wireless headset is not included. )
Transfer reversion (call recall)
This feature allows a transferred call to revert back to the operator so that it can be answered and then transferred to a new destination.
With call park, the operator can place a caller on hold while announcing that a call is on hold and waiting for a particular person or group. The call can be answered from any phone by dialing the park extension.
Call park recall
If a parked call is not answered, this feature allows that call to revert back to the operator so that it can be transferred to a new destination.
Call toggle allows the operator to shift between callers.
The conference feature allows the operator to provide a third-party conference call.
This feature provides a manual switch within the application that redirects all calls to another destination in emergencies to alert callers that an emergency such as a snow storm has occurred, and therefore the business is closed until further notice.
You can define working hours on the Cisco Unified Attendant Console Enterprise Edition server, and automatically route calls to an answering service or voicemail system to alert the callers that it is after hours and the business is closed.