The Cisco Unified Attendant Console Premium Edition is a highly scalable software-based attendant console designed for large Cisco Unified Communications Manager customers whose operator deployments are mission-critical to their business. A single Premium Edition server can support up to 50 concurrent attendant console client logins and up to 100,000 directory entries.
Building upon the features and capabilities of the Cisco Unified Attendant Console Enterprise Edition, the Premium Edition includes a server redundancy option to maintain business continuity of critical operator services. Associated with a Cisco Unified IP Phone, the Cisco Unified Attendant Console Premium 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 Premium 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 Premium Edition client software is loaded on each operator's desktop PC.
The Cisco Unified Attendant Console Premium Edition uses a powerful queuing engine to direct calls to the operator and provides the operator numerous monitoring features to help ensure that incoming calls are handled efficiently. The application provides up to 100 call queues with prioritization and overflow options. In addition, fields for alternative contact numbers and absentee notes are provided.
Support for 100 queues with prioritization
You can configure queue names and priorities per customer needs. 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.
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 Premium Edition queue device groups allow you to play different music to different queues.
Use Cisco Unified Attendant Console Premium Edition server resilience to help ensure your operators are always able to take calls. Included at no additional cost, you have the option to deploy server resilience when you first install your Premium Edition server.
Adjustable font size
Changing the font size is one of the many ways in which individual users can tailor the Cisco Unified Attendant Console Premium Edition application to best suit their needs.
You can gain a better understanding of call volumes by operator and queue, the queues that have the most abandoned calls, and other important metrics through attendant console reports, accessible through the web admin tool.