© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Cisco Unified CallManager Features and Services Configuring Cisco Unified CallManager Attendant Console

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Introducing Cisco Unified CallManager Attendant Console Client-server application Installs on a PC Graphical user interface Speed-dial-button capable Directory access phone number lookup Line-status monitor Works with Cisco IP phone Multiple attendant consoles on a single Cisco Unified CallManager

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Bundled with Cisco Unified CallManager Download client plugin from Applications > Install Plugins Cisco Unified CallManager Attendant Console Client

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Terms and Definitions Cisco Unified CallManager Attendant Console server: Server application; distributes calls, monitors line state, and performs call control; one per Cisco Unified CallManager Cisco Unified CallManager Attendant Console client: Client application; browser user interface; maximum of 96 per cluster Cisco Unified CallManager Attendant Console user: Cisco Unified CallManager database entry that represents the Cisco Unified CallManager Attendant Console client; one per client Hunt group: Ordered list of members to which calls are distributed by Cisco TCD according to distribution algorithm; maximum of 32 per cluster Pilot point or pilot number: Virtual directory number; Cisco Attendant Console Server receives calls that are made to the pilot number and directs calls to a list of destinations in a hunt group; one per hunt group Hunt group member: Either a directory number (extension) or user-line pair; maximum of 16 per hunt group

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Cisco Attendant Console Server, Directory, and Client Cisco Attendant Console server: Dispatches calls, monitors line states, interfaces to the directory Directory: attendant console user configuration, user and line configuration Attendant console client: Associated with IP phone; must be registered to Cisco Attendant Console server on same Cisco Unified CallManager server as IP phone Attendant Console Client 1 ACS Cisco Unified CallManager Server Attendant Console Client 2 Database/ Directory

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Pilot Points and Hunt Groups Pilot point: A virtual directory number that Cisco Unified CallManager Attendant Console server uses to receive and direct calls to hunt group members according to a distribution algorithm –First Available Hunt Group –Longest Idle Hunt Group –Circular hunting –Broadcast hunting Hunt group: A list of destinations that determines the call-redirection order

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Basic Call Routing Example Cisco ACS Server Cisco Unified CallManager Attendant Console Client and IP phone Cisco ACS Directs to Pilot Point (DN) Busy 1025 (DN) Not Online 1026 (DN) Available 5060 (VM) Not Checked Hunt Group Members for Support Pilot Point Incoming Call to Support Number Support Pilot Point 3 First Available Hunt Group Member Cisco ACS Checks Members, Routes Call to 1027 Cisco Unified CallManager

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Call Queuing Busy 1025 Busy 1026 Busy Hunt Group Members Support Pilot Point 2 All Members Are Busy 3 Send Call to Queue 1 Incoming Call 1024 Available 4 Route Call to Member Queue size (number of calls allowed in queue) and hold time (maximum time a call remains in the queue) configurable with pilot point. If the queue is full or hold time expires, ACS routes calls to always route hunt group member, if configured in Hunt Group Configuration window.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Redundancy Server2Server1 Client 1 Server3 Cisco ACS CCM Cisco ACS CCM Cisco ACS CCM Database Directory 1 Server2Server1 Server3 Cisco ACS CCM Cisco ACS CCM Cisco ACS CCM 2 Client 1 Database Directory Cisco ACS = Cisco Unified CallManager Attendant Console ServerCCM = Cisco Unified CallManager

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Attendant Console Server Configuration Steps Follow these steps to configure an Attendant Console Server: Step 1: Verify that the Cisco Unified CallManager Attendant Console Server service and CTIManager service are running. Step 2: Add attendant console users. Step 3: Set up hunt groups and pilot point. Step 4: Create the attendant console user and associate all pilot point devices with the user. Step 5: Add the attendant console user to the Standard CTI Enabled group and the Standard CTI Allow Call Park Monitoring group.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Step 6: Create dial rules to transform directory numbers into a dialable pattern. Step 7: Create directory lookup rules. Step 8: If centralized user list is located on a separate directory server, create and upload the CorporateDirectory.txt file. Step 9: Make sure that each attendant IP phone is set up correctly for use with the attendant console. Step 10: Install and configure the attendant console on each attendant console user PC. Attendant Console Server Configuration Steps (Cont.)

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Verify that Services are Running Services Required for Attendant Console

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Add Attendant Console Users

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Configure Hunt Groups

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Configure Pilot Point Route calls to either longest-idle hunt group member or first available hunt group member.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Create the Attendant Console User and Associate Pilot Point Devices

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Add the Attendant Console User to the User Groups The ac user must be associated to these two groups. The Attendant Console user must be associated to these two groups.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Create and Upload the CorporateDirectory.txt File Required, if centralized user list is located on separate directory server.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Cisco Unified IP Phones Guidelines for Use with Attendant Console Only SCCP Cisco Unified IP Phone 7902, 7905, 7912, 7940, 7960, and 7970 models. Attendant directory numbers must be associated with the Attendant Console user. Voice messaging for each directory number the attendant can access. Do not use a shared-line appearance for pilot points. Disable call forwarding. Cisco Unified CallManager Attendant Console can support multiple calls on a line.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Attendant Console Client Installation

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Attendant Console Client Configuration Steps Follow these steps to configure an Attendant Console client: Step 1: Start the client application. Step 2: Specify the IP address of the Attendant Server and the DN associated with attendant IP phone. Step 3: Save the changes. Step 4: Use the client for call- distribution activities.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Client Menu Options EditViewActionsHelpFile

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Invoke Features Drag and Drop Keyboard Shortcuts Cisco Unified CallManager Attendant Console Interface Call Control Toolbar

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Cisco Unified CallManager Attendant Console Client GUI: Call Control 1 2 3

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Cisco Unified CallManager Attendant Console Client GUI: Customized Speed Dials Speed dial with user label and line state monitor Configured by dragging user entry from Directory section

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Cisco Unified CallManager Attendant Console Client GUI: Directory Lookup Line state Access to all users in LDAP directory Sortable columns; column header character string entry queries LDAP/local directory

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Cisco Unified CallManager Attendant Console Client GUI: Parked Calls List all calls that are parked by all attendants Attendant can use Revert Park for parked calls

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v List all calls that arrive at the broadcast hunting pilot point Broadcast the call to all available attendants Cisco Unified CallManager Attendant Console Client GUI: Broadcast Calls

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Summary Cisco Unified CallManager Attendant Console is a client- server application that allows you to set up Cisco IP phones as attendant consoles. Key Cisco Unified CallManager Attendant Console components include Cisco Unified CallManager Attendant Console server and client, Cisco Unified CallManager Attendant Console user, a hunt group, and a pilot point. Cisco Unified CallManager Attendant Console server provides call routing for incoming calls to the pilot point. The pilot point can be configured for queuing. Automatic failover occurs if the Cisco Unified CallManager Attendant Console server component (Cisco Unified CallManager) fails or is inaccessible.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Summary (Cont.) Configuring the server requires adding the attendant console users, configuring the pilot points and hunt groups, creating the Attendant Console user, and activating Cisco Unified CallManager Attendant Console server and Cisco CTIManager services. Configuring the client includes installing the attendant console plug-in on the attendant PC and specifying the attendant server IP address and attendant directory number. Cisco Unified CallManager Attendant Console user features include a GUI, line-state monitors, drag-and-drop capability, and access to directories. Cisco Unified CallManager Attendant Console administrative features include call distribution from a single pilot number, call queuing, simultaneous monitoring of line state and inbound calls from multiple operators, and 16 pilot numbers or distribution groups.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v