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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

Part I: Cisco CallManager Fundamentals

Introduction to Cisco Unified Communications and Cisco Unified CallManager

Cisco Unified CallManager Clustering and Deployment Options

Cisco Unified CallManager Installation and Upgrades

Part II: IPT Devices and Users

Cisco IP Phones and Other User Devices

Configuring Cisco Unified CallManager to Support IP Phones

Cisco IP Telephony Users

Cisco Bulk Administration Tool

Part III: IPT Network Integration and Route Plan

Cisco Catalyst Switches

Configuring Cisco Gateways and Trunks

Cisco Unified CallManager Route Plan Basics

Cisco Unified CallManager Advanced Route Plans

Configuring Hunt Groups and Call Coverage

Implementing Telephony Call Restrictions and Control

Implementing Multiple-Site Deployments

Part IV: VoIP Features

Media Resources

Configuring User Features, Part 1

Configuring User Features, Part 2

Configuring Cisco Unified CallManager Attendant Console

Configuring Cisco IP Manager Assistant

Part V: IPT Security

Securing the Windows Operating System

Securing Cisco Unified CallManager Administration

Preventing Toll Fraud

Hardening the IP Phone

Understanding Cryptographic Fundamentals

Understanding the Public Key Infrastructure

Understanding Cisco IP Telephony Authentication and Encryption Fundamentals

Configuring Cisco IP Telephony Authentication and Encryption

Part VI: IP Video

Introducing IP Video Telephony

Configuring Cisco VT Advantage

Part VII: IPT Management

Introducing Database Tools and Cisco Unified CallManager Serviceability

Monitoring Performance

Configuring Alarms and Traces

Configuring CAR

Using Additional Management and Monitoring Tools

Part VIII: Appendix

Appendix A. Answers to Review Questions

Index





Authorized Self-Study Guide Cisco IP Telephony (CIPT)
Cisco IP Telephony (CIPT) (Authorized Self-Study) (2nd Edition)
ISBN: 158705261X
EAN: 2147483647
Year: 2004
Pages: 329
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