The Cisco Unified Enterprise Attendant Console is a feature-rich and scalable operator attendant console solution that is designed especially for Cisco Unified Communications Manager customers. The console can support up to 25 operator clients with a directory size of more than 100,000 Cisco Unified IP Phone users per system. Associated with a Cisco Unified IP Phone, this application provides the human attendant console operator with the tools to quickly accept and effectively dispatch incoming calls to enterprise users. The application offers a rich set of features, including a call-queuing engine, busy status, and directory search capabilities that are integrated into both the Cisco Unified Communications Manager directory and Cisco Unified Presence.
The Cisco Unified Enterprise Attendant Console includes a web-based installation utility that guides you through configuring the application server with Cisco Unified Communications Manager. For each operator client, Cisco Unified Enterprise Attendant Console client software is loaded on the operator's desktop PC.
Support for 50 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 could have a sales queue, a service queue, and a general business queue. Sales calls could be prioritized and answered first, before service or general business calls.
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 queue.
Support for more than 100,000 IP phone users
The operator can answer calls and view busy status for more than 100,000 Cisco Unified IP Phone users. Both the user's Cisco Unified IP Phone and cell phone numbers can be listed.
The Cisco Unified Enterprise Attendant Console derives its directory from the Cisco Unified Communications Manager's embedded directory. The application includes a utility for staying synchronized with the Cisco Unified Communications Manager directory.
Six directory search options are provided. They allow the operator to quickly find call destinations and then to quickly dispatch calls. Search options include last name, first name, department, extension, department, job title, and location.
Cisco presence integration
Rules-based consolidated presence can be provided so the operator can view a destination with multiple devices, with weighting per device. For example, mobile workers can have their mobile device weighted high and their desk phone weighted low. Alternatively, desk-based workers can have their mobile phone weighted low and their desk phone weighted high. This presence information is summarized "at a glance", allowing the operator to view the destination's presence status and best target to transfer the call to.
With call park, the operator can place a caller on hold while announcing that a call is holding for a particular person or group. The call can be answered by any phone by using an access code. Both directed call park and undirected call park are supported. To ensure that parked calls are properly managed, they are viewable from a specific call park area on the operator's GUI, which informs the operator whom the call is parked for.
Emergency mode switch
This feature provides a manual switch within the application that redirects all calls to another destination in emergencies to alert callers that an emergency has occurred, such as a snow storm, and therefore the business is closed until further notice.
Night mode serviceProduct Highlights
Operators can use a time and day or manual switch within the application to turn on night mode service. This feature can be used to alert callers that it is after hours and that the business is closed.
- Overflow options
- Queue salutations
- Transfer reversion (call recall)
- Call park recall
- Call toggle