The Cisco® Unified Enterprise Attendant Console is a feature-rich and scalable attendant console solution that is designed specifically for Cisco Unified Communications Manager customers (Figure 1). A single attendant console server can support up to 25 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 Enterprise Attendant Console provides the human attendant console operator with the tools to quickly accept and effectively dispatch incoming calls to individuals across the organization. The application offers a rich set of features, including a call-queuing engine, endpoint busy status, presence integration, and full Cisco Unified Communications Manager directory search.
Figure 1. Cisco Unified Enterprise Attendant Console
Features and Benefits
Table 1. Features and Benefits of Cisco Unified Enterprise Attendant Console
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Feature |
Benefit |
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Queue Features |
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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 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. |
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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. |
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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. |
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Overflow options |
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. |
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Queue salutations |
You can configure a script to be read by the operator for each queue to help ensure the operator can provide the proper greeting. |
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Music in queue |
Callers hear music through the Cisco Unified Communications Manager Music on Hold (MoH) function. |
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Directory Features |
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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. Users' Cisco Unified IP Phone and cell phone numbers can both be listed in the directory. |
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Directory integration |
The Cisco Unified Enterprise Attendant Console derives its directory from the embedded directory of Cisco Unified Communications Manager. The application includes a utility for staying synchronized with the Cisco Unified Communications Manager Directory. |
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* Personal directory groups |
Each operator can create up to nine 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. |
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Search options |
Six directory search options 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. |
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Presence integration |
You can view each contact's Cisco Unified Presence status directly from the Attendant Console Internal Directory. This feature allows operators to manage calls efficiently because they can easily see whether a particular contact is available to take a call. Microsoft OCS 2007 and Microsoft Lync are also supported presence sources in the Attendant Console Internal Directory. |
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Telephony Features |
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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.) |
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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. |
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Call park |
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 by any phone by using an access code. Both directed call park and undirected call park are supported. |
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Call park recall |
This feature allows an unanswered parked call to revert back to the operator so that it can be transferred to a new destination. |
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Call toggle |
Call toggle allows the operator to shift between callers. |
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Conference |
The conference feature allows the operator to provide a third-party conference call. |
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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 such as a snow storm has occurred, and therefore the business is closed until further notice. |
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Night-mode service |
Operators can use a time and day or manual switch within the application to turn on night-mode service. You can use this feature to alert callers that it is after hours and the business is closed. |
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Additional Features |
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Reports |
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. |
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VMware support |
Cisco Unified Attendant Console server is supported in a production environment on VMware ESXi 4.0 or 4.1 running on a host machine that is compliant with Cisco's Specifications-Based Hardware Support program. For more information about this program, please visit: http://docwiki.cisco.com/wiki/Specification-Based_Hardware_Support. Note: This feature is supported only with Cisco Unified Communications Manager 8.0(1) and later. |
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Accessibility |
The visually impaired can use Cisco Unified Enterprise Attendant Console because both ZoomText and JAWS scripts are supported. |
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Attendant console client localization |
English, French, German, Italian, Portuguese, Spanish, Dutch, Swedish, Danish, Russian, Arabic, Korean, Japanese, Traditional Chinese, and Simplified Chinese are supported. |
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Product Specifications
Table 2. Server Requirements for Cisco Unified Enterprise Attendant Console
Note: The operator client for the Cisco Unified Enterprise Attendant Console requires the PC specifications listed in Table 3. You can install Cisco Unified Enterprise Attendant Console client software on many PCs, but only up to 25 can be concurrently logged into a server. Refer to the "Ordering Information" section for additional licensing details.
Table 3. Client Requirements
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Ordering Information
Table 4. Ordering Information
Service and Support
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