Configuring Cisco Unified CallManager Attendant Console

This chapter covers the following topics:

• Explaining the features and functions of the Cisco CallManager Attendant Console
• Defining the key Cisco CallManager Attendant Console components and explaining their operation
• Explaining the basic operation of call routing and call queuing as it relates to Cisco CallManager Attendant Console
• Describing the Cisco CallManager Attendant Console redundancy process
• Configuring the server portion of Cisco CallManager Attendant Console
• Installing and configuring the client portion of Cisco CallManager Attendant Console
• Using the user and administrative features of Cisco CallManager Attendant Console

Enterprises today can choose to route inbound telephone calls through numerous methods. These methods are either completely automated, manually directed, or some hybrid of automated and manual operation. An automated operation uses an application that can accept inbound calls, query the caller for destination information, and rapidly dispatch the call without operator intervention. A manual operation handles each inbound caller through a specially trained and equipped operator who assesses the purpose of the call and intended destination and uses tools to dispatch the call.

There are benefits associated with each method. Handling each inbound caller through an operator can lead to a heightened sense of customer satisfaction and, in many cases, a more reliably dispatched call. Automation of inbound call dispatch is efficient and affordable.

An operator or receptionist can use the Cisco CallManager Attendant Console to accept inbound calls, query the caller for destination information, and rapidly dispatch the call without operator intervention. For businesses that desire operator intervention, Cisco CallManager Attendant Console is designed to more efficiently automate both the user operations and the administrative operations of a manual attendant function. Cisco CallManager Attendant Console has an additional benefit over traditional consoles and line extenders because each user line is monitored, as opposed to monitoring only a select few in a time-division multiplexing (TDM)based system.

This chapter covers the features, operation, installation, and configuration of Cisco CallManager Attendant Console on both Cisco CallManager and on the Attendant Console station.

Introduction to Cisco CallManager Attendant Console