Cisco Unified Attendant Console 

INTRODUCTION

Cisco Unified Communications Attendant Console (Attendant Console) is a software application that allows a human attendant console operator to quickly accept and effectively dispatch incoming calls to enterprise users. Attendant Console is designed to more efficiently automate the user and the administrative operations of a manual attendant function. The Attendant Console uses an intuitive and configurable graphical interface as the primary means of call handling and line-state monitoring.

The Attendant Console user interface is individually configurable helping the attendants to work comfortably in their own environment.  Attendants have the ability to monitor the state of every line in the system and advise the caller accordingly.

Attendant Console is scalable to a maximum of 500 pilot points and 500 attendants per cluster.  The Cisco Unified Communications Attendant Console user interface allows for quicker transaction time, a more reliably dispatched call, and a subsequent heightened sense of customer satisfaction.

FEATURES

• Directory lookup - Directory lookup is performed by simply typing in the first few characters of the user's last name, first name or department. Directory searches that match are queried and returned.
• Call handling - Attendants can transfer a call to the user by either initiating a traditional transfer or dragging and dropping the calls into the desired user's record.
• Mute video-on-audio - When users mute the audio on the phone, video is automatically muted until the audio is resumed.
• Navigation - Enhanced keyboard shortcuts simplify navigation of the user interface elements and allow for full mouseless operation.
• Attendant Console features - Users have per call hold timers with visual and audible indicators that change from green to yellow to red over time; unlimited speed dials keys with line monitoring; headset capabilities; features to make the attendant busy or available; display of calls parked by any operator in a cluster; display of calls in a broadcast hunt group with audible notification of new calls, and manual retrieval of calls in a broadcast hunt group.

BENEFITS

• The software nature of the Attendant Console allows assignment of line-state monitors without the need to physically relabeling extender boxes with each line-monitor change.
• The absence of a hardware-based line monitor device offers an affordable and mobile attendant solution.
  If an operator station fails or is off line, calls are distributed to all other operators with the same loops.
•  Remote system administration or device installation is completed through a Web browser.
•  Attendant Console runs on any Cisco Media Convergence Server or third-party platform certified to run Attendant Console.