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USER GUIDE
Cisco Small Business Pro
Cisco Smart CallConnector Operator

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  • Page 1 USER GUIDE Cisco Small Business Pro Cisco Smart CallConnector Operator...
  • Page 2 OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

  • Page 3: Table Of Contents

    Cisco Smart CallConnector Operator Table of Contents PREFACE ..............................1-1 .................................. 1-2 URPOSE ................................. 1-2 UDIENCE ................................1-3 RGANIZATION ..............................1-4 ELATED OCUMENTS ............................ 1-4 EQUIRED ELEPHONE YSTEMS ..........................1-4 UPPORTED INDOWS LATFORMS ................................1-5 ONVENTIONS Conventions Used .............................. 1-5 ................................
  • Page 4 Keyboard ................................2-17 INSTALLATION AND CONFIGURATION ......................3-1 ..................... 3-2 ONNECTOR PERATOR NSTALLATION VERVIEW ..........................3-3 EQUISITES FOR NSTALLATION ....................3-6 OUTER ONFIGURATION FOR ONNECTOR PERATOR Configuration of the Operator’s Phone ......................3-6 Busy and Night Service Routing ......................... 3-7 Park Numbers ..............................
  • Page 5 Idle State Toolbar ............................. 5-10 Incoming Call Toolbar ............................5-11 Dial-Tone State Toolbar ........................... 5-11 Connected Call Toolbar ............................ 5-12 Held Call Toolbar .............................. 5-13 Transfer Pending Toolbar ..........................5-13 Conference Pending Toolbar ..........................5-14 Two Connected Parties Toolbar ........................5-14 Conference Toolbar ............................
  • Page 6 Reload Lines ..............................5-32 Edit Speed Numbers ............................5-33 MONITORING QUEUED CALLS ........................6-35 ............................6-36 UEUE VERVIEW What is an Incoming Call Queue ........................6-37 Hunt-group based Call Queues ........................6-37 Queues for Single Operator ..........................6-38 Queues for Operator and Backup ........................6-39 Queues for Multiple Operators ........................
  • Page 7 Availability Section ............................. 8-2 Group/Department Section ..........................8-3 Notes Section ..............................8-3 Open the Action Bar ............................8-3 Close the Action Bar ............................8-3 ..............................8-4 AVIGATION PTIONS ............................... 8-8 CTIONS ECTION Sending Messages ............................. 8-8 Call Handling ..............................8-9 Sending Messages ............................

  • Page 8: Preface

    CHAPTER 1. Preface This chapter introduces Cisco Smart CallConnector Operator (CallConnector Operator), describes the purpose of this document, and outlines the required software. The chapter includes the following topics: • Purpose • Audience • Organization • Related Documentation • Required Software •...

  • Page 9: Purpose

    Chapter 1 Introduction Purpose This manual is intended for end customers who will be using the CallConnector Operator to handle their business calls. CallConnector Operator has an extensive set of features and customization options to allow you to adapt its functionality to your needs. This purpose of this guide is to acquaint you with these CallConnector Operator features and help you get the most out of the system by providing step- by-step instructions.

  • Page 10: Organization

    Introduction Organization This guide contains ten chapters: Preface - This chapter provides an overview of the User Guide and describes how to use the manual. Overview - This chapter provides an overview of the CallConnector Operator and describes the user interface and screens. Installation and Configuration This chapter describes how to install and setup the CallConnector Operator.

  • Page 11: Related Documents

    Operator Required Telephone Systems The CallConnector Operator supports the following Cisco Systems IP PBXs and telephones. Please visit the Cisco Systems site for the CallConnector Operator for the latest product compatibility list. Supported Windows Platforms The following Windows operating systems and application versions are supported by the...

  • Page 12: Conventions

    Introduction Conventions The following conventions are used in this guide: Convention Description boldface Commands and keywords are in boldface. italic font Arguments for which you supply values are in italics. Elements in square brackets are optional. { x | y | z } Alternative keywords are grouped in braces and separated by vertical bars.

  • Page 13: Terminology

    Chapter 1 Introduction Terminology The following terms are used frequently in the manual to identify different kinds of individuals and objects. Term Meaning Administrator The person responsible for the administration of the CallConnector system. Dialog Popup window from which options are selected. Directory A directory is a database that usually contains names and related information.

  • Page 14: Using The Mouse

    Introduction Using the Mouse The following terms are used in the manual when describing mouse-based operations: Term Meaning Point Move the mouse pointer on screen to the desired item or location. Select Click on the item of choice. Click Quickly press and release the left mouse button. Right-Click Quickly press and release the right mouse button.

  • Page 15: Obtaining Documents

    Chapter 1 Introduction Obtaining Documents Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several ways to obtain technical assistance and other technical resources. These sections explain how to obtain technical information from Cisco Systems. Cisco.com You can access the most current Cisco documentation at this URL: http://www.cisco.com/univercd/home/home.htm...

  • Page 16: Ordering Documentation

    Ordering tool: http://www.cisco.com/en/US/partner/ordering/ Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco Systems Corporate Headquarters (California, USA) at 408 526-7208 or, elsewhere in North America, by calling 1 800 553-NETS (6387). Documentation Feedback You can send comments about technical documentation to: bug-doc@cisco.com...

  • Page 17: Cisco Product Security Overview

    Obtain assistance with security incidents that involve Cisco products. Register to receive security information from Cisco. A current list of security advisories and notices for Cisco products is available at this URL: http://www.cisco.com/go/psirt If you prefer to see advisories and notices as they are updated in real time, you can access a...

  • Page 18: Obtaining Technical Assistance

    Use the Cisco Product Identification (CPI) tool to locate your product serial number before Note submitting a web or phone request for service. You can access the CPI tool from the Cisco Technical Support Website by clicking the Tools & Resources link under Documentation &...

  • Page 19: Submitting A Service Request

    Service Request Tool is located at this URL: http://www.cisco.com/techsupport/servicerequest For S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco TAC engineers are assigned immediately to S1 and S2 service...

  • Page 20: Obtaining Additional Publications Information

    Cisco Press publishes a wide range of general networking, training and certification titles. Both new and experienced users will benefit from these publications. For current Cisco Press titles and other information, go to Cisco Press at this URL: http://www.ciscopress.com Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and networking investments.

  • Page 21: Callconnector Operator Overview

    CHAPTER 2. CallConnector Operator Overview This chapter provides an overview of the CallConnector Operator. It describes the key features and the different modes of operations. It also describes the main graphical user interface components of the CallConnector Operator. This chapter describes the following in more detail: Key Features - Describes the key features of the CallConnector Operator.
  • Page 22 The CallConnector Operator is a Windows application that has been specifically designed for the call, messaging and contact management requirements of the small-to-mid-size business operator positions. It is designed for the Cisco Communication Manager Express (CME) running on both the Integrated Service Routers and the UC5xx family of routers and is tightly integrated with most of the CME/CUE telephony and messaging facilities.

  • Page 23: Callconnector Operator Deployment Options

    Here the CallConnector Operator is installed on the operator’s PC and it manages the calls that are delivered to the operator’s phone. Note: Each CallConnector Operator requires and connects to its own Cisco IP Phone. CallConnector Standalone Operator is a separate install on each Windows workstation with an IP Phone connected to Communication Manager Express.
  • Page 24 All CallConnector Software install and Standalone Operator is self contained and only run on the Operator’s PC requires connection to the Cisco router for its telephony features. Control all operator calls from the PC Makes the operator operations more efficient by using...

  • Page 25: Callconnector Operator Backup

    Incoming calls have to be routed to the backup configured to distribute the calls attendant, when the primary operator is not between the operators available. This can be handled in the Cisco router using hunt groups. Administrative and configuration All the configuration for the CallConnector Operator...

  • Page 26: Callconnector Server-Based Operator

    Chapter 2 Overview CallConnector Server-Based Operator The multiple CallConnector Operator s can also be deployed for larger businesses to share the call handling volumes or be deployed across the branch offices. SMART CONNECTOR OPERATOR CLIENT/SERVER The differences between the CallConnector Server-based Operator and Standalone Operator are summarized in the table below: Differences Description...

  • Page 27: Callconnector Operator Application Windows

    Overview CallConnector Operator Application Windows The CallConnector Operator application is comprised several customizable window panes that present the following information – from the top clockwise: • Call Window: Displays the calls on the operator’s phone and provides access to the telephony features.

  • Page 28: Call Control Window

    Chapter 2 Overview Call Control Window The CallConnector Operator Call Control window displays the operator phone lines and the details of the calls that are on those lines. This window is the focal point for the management of the calls by offering operators a number of ways to efficiently handle large volumes of incoming calls, and quickly and accurately extend them to the right number.

  • Page 29: Call Queue Overview

    Overview use the Resume button or the Next key to re-connect with the call. Parking Calls - Call Park allows a call to be placed on extension number to allow it to be picked up from another phone. Operators can park a call to a specific number from the configured list in the Park menu.
  • Page 30 Chapter 2 Overview The Call Queue window supports the following features: Multiple Queues The system administrator can configure multiple incoming call queues for the CallConnector operators. These are in addition to the pre-defined Held, Parked and Transferred call queues. Customized Queue For each queue, the administrator can specify the priority Properties level, timeout values, greeting text and the busy/unavailable routing.

  • Page 31: Directory Overview

    Overview Directory Overview The CallConnector Operator Directory displays a list of names and their detailed contact information from multiple directory databases and provides integrated communication services utilizing that data. It allows operators to maintain extensive information on the organizational contacts and lets them quickly locate entries and directly use this information for their call handling and messaging needs.
  • Page 32 Chapter 2 Overview Directory Window Figure 2-4 CallConnector Operator Directory Window The Directory window consists of the following regions and buttons: Directory Toolbar: Provides access to features associated with the directory application. Information Window: The contact information is viewed in this window. The information may be viewed in a summary listing or organized hierarchically.

  • Page 33: Action Bar

    Overview Action Bar The CallConnector Operator Action Bar consists of four tabs: • Actions • Availability • Group/Department • Notes Figure 2-6 CallConnector Action Bar The Action Bar provides access to the communication services that are available for the selected contact in the directory.

  • Page 34: Telephone Status Overview

    Chapter 2 Overview Telephone Status Overview The real-time status information on the state of an extension is provided by the router. This state can be idle, ringing, or connected/held. The CallConnector Operator Telephone Status window provides this information in an easy-to-use graphical interface. Figure 2-7 CallConnector Telephone Status Window The monitored extensions are line appearance buttons on the telephone.

  • Page 35: Using Mouse And Keyboard

    Overview Using Mouse and Keyboard The CallConnector Operator application provides access to its functions using either mouse clicks or the customizable shortcut keys. By default the keyboard is partitioned in to two sections: Alphanumeric keyboard: By default the alpha keys immediately start the search for the directory contacts.

  • Page 36: Drag And Drop

    Chapter 2 Overview Drag and Drop The CallConnector Operator supports drag and drop feature to allow information to be dragged from one window and acted on in another. Operators can use drag and drop to make, transfer, conference or pickup calls. The direction of the dragging actions and the state of the line to which the call is dragged affects the resulting operation.

  • Page 37: Customizing The Gui

    Overview Customizing the GUI The CallConnector Operator graphical user interface and the shortcut keys can be customized at each operator position from the Options Preference window. The Appearance section provides a number of options that allows you to customize the look and feel of the Operators window. You can: •...
  • Page 38 Chapter 2 Overview Figure 2-9 CallConnector Operator Shortcut Preferences Window 2-18 CallConnector Operator...

  • Page 39: Installation And Configuration

    CallConnector Operator client and standalone. Configurations on Router - Describes the features and services that need to be setup on the Cisco Router for the CallConnector Operator. Minimum System Requirements - Describes the minimum hardware and software required to run the CallConnector Operator.

  • Page 40: Callconnector Operator Installation Overview

    See the Pre-requisites for Installation section below for these parameters. • Configuring the Cisco Router for the features required by the operator – including the operator’s phone, the routing of calls to the operator phone and also setting up the Telnet access to allow the configuration program to setup the attendant.

  • Page 41: Pre-Requisites For Installation

    Cisco software download site. You will need an account to login to the site. IP Connectivity to the Operator’s Cisco Router: The CallConnector Operator or Server PC needs to connect to the Cisco router providing the telephone service. You will need the router IP address.
  • Page 42 User Password* Password configured for the user on that Service Provider or Sys- IP-Phone. Admin IP Address of Cisco IP Address of the Cisco Router to allow Service Provider or Sys- Router the CallConnector Operator to connect to Admin the router...
  • Page 43 Installation and Configuration Windows Access Rights: To install and run the CallConnector Operator, you need to have local admin or power user rights to the personal computer. This is to allow various system files to be loaded and Windows registry entries to be written.

  • Page 44: Router Configuration For Callconnector Operator

    Main Number calls, Customer Support calls, Sales calls or Internal calls. The routing of these calls to the operator phones needs to be configured in the Cisco Router. Generally these calls will be directed to different numbers in the attendant’s phone.

  • Page 45: Busy And Night Service Routing

    For other call queues, the busy and unavailable forward numbers can be configured when the queues are setup. The Cisco Router night service feature should be setup to route calls during off-hours. Park Numbers The Call Park feature requires the park numbers (DN) to be configured. These ‘park slots’ need to be configured on the router.

  • Page 46: Page Numbers

    Installed and correctly configured Local Area Network with access to the Internet. LAN Access The Local Area Network between the CallConnector PCs (client and/or server) and the Cisco Router and Phones is required to be a non-NATed network. Download Site The CallConnector Operator software can be downloaded and installed from the Web.

  • Page 47: Installing The Callconnector Operator

    CallConnector Operator services is to be accessed. Step 1: Download the Installation Program Log in to the Cisco Software Download site for the CallConnector Operator and download the latest CallConnector Operator client installation program. You can also obtain this from your Cisco Reseller.
  • Page 48 Chapter 3 Installation and Configuration • Portuguese (Standard) • Spanish • Swedish Click on the Next button to continue. The install program will show you the Welcome screen: Figure 3-2 Welcome Screen To terminate the installation at any time, click on the Cancel button. The installation program will reverse the installation process, and delete any data that has been copied to your local machine.
  • Page 49 Installation and Configuration Figure 3-3 Required Software Component for Windows XP If you are installing the CallConnector Operator Standalone, Microsoft .NET Framework 2.0 is required: User Guide 3-11...
  • Page 50 Chapter 3 Installation and Configuration Figure 3-4 Required Software Component for Operator Standalone Click on the Install button to continue. You may have to reboot your computer after the installation. Entering User Data: The installer will ask you for the following information: •...
  • Page 51 The technical support email address is optional. By default the problem reports are emailed to a Cisco support alias, however the installer has the option to have the problem reports sent to an alternate email address. If this is entered, when you report a problem in CallConnector Operator, it will send the description of your problem to this email address.
  • Page 52 PAK-ID or Serial number activation: As a part of the purchase, you have received a document that has the PAK-ID (Product Authorization Key), which is used to authorize and obtain your product licenses for Cisco CallConnector Operator. Enter the PAK-ID to activate the product.
  • Page 53 • Access to Cisco License Registration Site: http://www.cisco.com/go/license • CCO Account: This is used to log in to the Cisco License site. If you do not have an account, you can create one on-line at http://tools.cisco.com/RPF/register/register.do • CallConnector Operator Machine ID and CPU ID: This information is needed for each client or server upon which CallConnector Operator software will be installed.
  • Page 54 Local PC Network Adapter IP Address: In case you have multiple network cards on your local computer, you need to specify the IP address you want to use to connect to the router. Router IP Address: Enter the IP address of the Cisco Router that is providing the telephony service for the attendant.
  • Page 55 Installation and Configuration Area Code: Enter the area code in which the router is located. In some countries the area code is not required. In this case this field should be blank. Number Format: The selection of the country and area code will display the default number pattern.
  • Page 56 CallConnector Server your system administrator will provide your Login User Name. Enter this User Login Name. (Note: This is not the IP-Phone user name.) • Password: Enter the password associated with your Cisco CallConnector account. To proceed: Click Next or press the ENTER key to move to the next window.
  • Page 57 Installation and Configuration Editing user’s configurations: Figure 3-11 Users Configurations Screen Selecting an Email Profile: On the Users Configurations screen, you provide an account to access the Microsoft Outlook/Exchange contacts and view them in the CallConnector Operator Directory. This step is not necessary if you select Run CallConnector Operator in a Windows user account.
  • Page 58 Chapter 3 Installation and Configuration Figure 3-12 MS Outlook Email Profile You can setup Outlook to always use a particular account or to prompt you to select a profile when Outlook is started. The profiles configured on your computer are displayed by the installation program.
  • Page 59 Installation and Configuration Selecting Operator startup options: There are several options for running the CallConnector Operator client: Run CallConnector Operator with Limited User Rights: When you want to run the CallConnector Operator on a machine with limited user rights, you need to check on this option so that the install program will have the Local SIP Server started automatically for you.

  • Page 60: Configuring The Server

    CallConnector Operator, please refer to the CallConnector Server Administrator’s Guide. Performing an update To upgrade your Cisco CallConnector Operator to a newer version, you can download and run a later installation program. The installation program will ask you if you want to upgrade the Cisco CallConnector Operator files.

  • Page 61: Getting Started

    CHAPTER 4. Getting Started This chapter describes how to get started with the CallConnector Operator Standalone and Client and exit the application. This chapter describes the following in more detail: Getting Started Overview - Describes the information the operator needs to have prior to using the CallConnector Operator and the steps to get started and exit the application.

  • Page 62: Getting Started Overview

    Chapter 4 Getting Started Getting Started Overview After the installation and configuration of the CallConnector Operator, the operator can start using the application by logging to the CallConnector Server using the username and password provided by the administrator. However, in order to start receiving calls, the operator has to change the presence status and log into the call queue as well as verify that the Operator standalone or client can actually receive call information and availability status of other operators in the organization.

  • Page 63: Steps For Exiting The Operator

    Getting Started Verify phone Each operator is normally assigned an IP Verifying Operator information phone. The operator should check the phone Information information in the Call Control window to make sure the assigned phone is connected and the displayed line information is correct. Verify the corporate If the system administrator had setup a Verifying Operator...

  • Page 64: Starting Callconnector Operator

    • Automatically start with Windows Starting from Start Menu From the Start - Programs menu, select the Cisco Systems group and select the CallConnector Operator option, then click on CallConnector Operator. Figure 4-1 Starting the Operator from Start Menu Starting from the Desktop Icon Double-click on the CallConnector Operator icon located on the desktop to start the CallConnector Operator application.

  • Page 65: Starting Up With Windows

    Getting Started Starting up with Windows You can setup the CallConnector Operator to start with Windows by checking on the Run at Windows’ Startup option during the installation process. Logging In After the operator starts the CallConnector Operator client or standalone, the login prompt will be displayed.

  • Page 66: Verifying Operator Information

    Chapter 4 Getting Started Verifying Operator Information The CallConnector Operator application comprises of the following components: Call Control Window – Displays all available lines on the operator phone, and the details of all calls currently active on these lines. Call Control Toolbar – Provides access to the telephony features for the call on the selected line.

  • Page 67: Viewing The Operator Window

    Getting Started When there is an incoming call, the call information should be visible in the Call Queues window. Similarly, monitored calls such as parked, transferred and held calls must be displayed in the respective call queues after they have been processed by the attendant. Viewing the Operator Window The Operator Window can be opened in several ways: Select the window to view from the View menu.

  • Page 68: Making Yourself Available/Unavailable

    Chapter 4 Getting Started Making Yourself Available/Unavailable Figure 4-4 Call Queue Status To start receiving incoming calls and monitoring the call status, the operator should change their presence status to “Available” and change the Call Queues status to “Take Call”. This allows the operator to log in to the hunt group queues and receive incoming calls.

  • Page 69: Logging Out Of The Operator

    Getting Started Logging Out of the Operator After the operator sets the presence status to “Unavailable”, logs out of all the hunt group queues and sets call forwards, they can log out by selecting Log out from the File menu. The CallConnector Operator will close all the application windows and present the Login prompt.

  • Page 70: Operator Call Handling

    CHAPTER 5. Operator Call Handling The CallConnector Operator provides a number of ways to efficiently answer the incoming business calls, quickly and accurately transfer or setup conference calls, and view the call and message details. The CallConnector Operator allows operators to work with several different calls at the same time.

  • Page 71: Call Control Window Overview

    Chapter 6 Monitoring Queued Calls Call Control Window Overview The Operator Call Control window displays the operator phone lines and the details of the calls that are on those lines. This window is the focal point for the management of the calls by offering operators a number of ways to efficiently handle large volumes of incoming calls, and quickly and accurately extend them to the right number.

  • Page 72: Working With The Lines/Calls

    Monitoring Queued Calls Working With the Lines/Calls Figure 5-2 Call Control Window Each line in the Call Control window presents the following information. When there are multiple calls on a line, each call is displayed as a separate entry. Field Description Icon The telephone icons graphically display the call/line status.

  • Page 73: Line/Call State Icons

    Chapter 6 Monitoring Queued Calls Line/Call State Icons The table below describes the line and call state icons: Icon State Description Idle The line is idle and ready to receive phone calls. Dial-Tone The line has been selected and is receiving the dial-tone. Ringing There is an incoming call to this line.
  • Page 74 Monitoring Queued Calls Move to the top Click down on the vertical scrollbar of Press the Home key of the window the window and drag it to the top of the window. Move to the Click down on the vertical scrollbar of Press the End key bottom of the the window and drag it to the bottom of...

  • Page 75: Customizing The Call Control Window

    Chapter 6 Monitoring Queued Calls Customizing the Call Control Window The Call Control Window is user-customizable. These customizable options are described in the table below with references to the sections where the steps for making the change are described. Feature Description Change the field size Move the cursor to field separator and drag it to the left or to the...

  • Page 76: Right-Click Menu

    Monitoring Queued Calls Right-click Menu Right-click on a line or call in the Call Control window displays a menu with the features available for that call state. The idle state and connected call state menus are shown below. Figure 5-3 Idle Call Right-Click Menu Connected Call Right-Click Menu Drag and Drop The Call Control window supports the drag and drop operation from both other Operator windows...

  • Page 77: Incoming Call Notification

    Chapter 6 Monitoring Queued Calls Incoming Call Notification The CallConnector Operator can display a popup window with the incoming caller information. The call can be answered or sent to do-not-disturb routing from this window. Figure 5-4 Incoming Call Notification Window The Call Notification window displays the following information: •...

  • Page 78: Fixed Part Of Toolbar

    Monitoring Queued Calls Fixed Part of Toolbar This section describes the parts of the Call Control toolbar that are available in all call states. Feature Procedure Default Shortcut Key Telephone This field displays the telephone number as Enter Number from either the Number they are entered from the keypad.

  • Page 79: Idle State Toolbar

    Chapter 6 Monitoring Queued Calls Idle State Toolbar Figure 5-6 Idle State Toolbar When the selected line is idle, you have access to the following features: Feature Procedure Default Shortcut Key Dial Click on Dial to make a call to the number Press Num-Delete to dial the entered in the Number field.

  • Page 80: Incoming Call Toolbar

    Monitoring Queued Calls Incoming Call Toolbar Figure 5-7 Incoming Call Toolbar When the line has an incoming call, you can use the buttons on the toolbar for: Feature Procedure Default Shortcut Key Answer Select the call in the call window list. The Num-Plus toolbar will display the Answer button.

  • Page 81: Connected Call Toolbar

    Chapter 6 Monitoring Queued Calls Connected Call Toolbar Figure 5-9 Connected Call Toolbar After you connect to a call, the call control buttons on the toolbar change to display new options. These options include: Feature Procedure Default Shortcut Key Num-Enter Hang up This feature disconnects the current call.

  • Page 82: Held Call Toolbar

    Monitoring Queued Calls Held Call Toolbar Figure 5-10 Held Call Toolbar After you put a call on hold, the call control buttons on the toolbar change to display the new options. These options include: Feature Procedure Default Shortcut Key Num-Minus Resume The Resume button re-connects the held call.

  • Page 83: Conference Pending Toolbar

    Chapter 6 Monitoring Queued Calls Conference Pending Toolbar Figure 5-12 Conferencing Pending Toolbar After you put a call on hold, the call control buttons on the toolbar change to display the new options. These options include: Feature Procedure Default Shortcut Hang-up Drops the current call and returns to the held Num-Enter...

  • Page 84: Conference Toolbar

    Monitoring Queued Calls Conference Toolbar Figure 5-14 Conference Toolbar Feature Procedure Default Shortcut Hang-up Drops the current call and returns to the held Num-Enter party. Hold Hold button places the current call on hold. Num-Minus Adds a new line or call to the conference. New Call This option allows you to start a new call.

  • Page 85: Answering The Next Call

    Chapter 6 Monitoring Queued Calls Answering the Next Call The operators can receive multiple calls at a time that have different call handling requirements. To provide consistent level of service, the operators need to answer the highest priority, longest waiting call. The CallConnector Operator supports this capability using the Call Queues and the Next key.

  • Page 86: Automatically Answering Calls

    Monitoring Queued Calls Automatically Answering Calls For higher call volume environments, the CallConnector Operator provides an option to automatically answer an incoming call. This option is enable/disabled from the Settings menu in the Call Control toolbar. An incoming call is answered only if: •...

  • Page 87: Transfer Using Directory

    Chapter 6 Monitoring Queued Calls Transfer using Directory Step 1 Select the connected call to transfer. Step 2 Enter the first few letters of the person’s name. Make sure you have the correct directory selected first. The cursor will move to the nearest matching contact.

  • Page 88: Transfer To Contact's Manager/Assistant

    Monitoring Queued Calls Transfer to Contact’s Manager/Assistant If the desired person is not available, then the caller can be transferred to the contact’s manager, assistant, or backup person if configured in the directory. Only CallConnector users can have these numbers configured. Step 1 Select the connected call to transfer.

  • Page 89: Transfer By Drag And Drop

    Chapter 6 Monitoring Queued Calls Transfer by Drag and Drop Step 1 Select the connected call to transfer. Step 2 Drag the current call by clicking on it and drop it to the desired contact number. The call will be transferred to that contact’s preferred number. The call can dragged to the any of the following: a.

  • Page 90: Operator Call Handling Options

    Monitoring Queued Calls Operator Call Handling Options When a Person is Not Available The following option is available to the operators, when the requested person is not available. The presence information in the directory displays the availability information. Options Methods Send call to voice mail Click on the contact’s voice mailbox from right-click menu or Action Bar and transfer the caller to voicemail.

  • Page 91: When A Person Is On Call

    Chapter 6 Monitoring Queued Calls When a Person is On Call If the requested person is on a call, the operator can: Options Methods Place call on hold and set Find the contact and click on the Notify button. When the person a notify flag becomes available, a popup message will indicate the state change.

  • Page 92: Reconnect A Specific Call

    Monitoring Queued Calls Reconnect a Specific Call The operator can pick up a specific call from the Call Queue window. Step 1 Click on the call to pick up in the Parked or Transferred call list. You can also press the shortcut key for the queue window and use the arrow up/down keys to the call.
  • Page 93 Chapter 6 Monitoring Queued Calls Notes If no line is selected, the first line on the operator phone will be selected to place the outgoing call. If the auto-key is specified for the phone, then that line will be selected if available. If the operator selects a specific line and presses the Dial button, then Dial-Tone will be received on that line to allow digits to be made.

  • Page 94: Using Directory Window

    Monitoring Queued Calls Using Directory window Figure 5-19 CallConnector Operator Directory Window The Directory window shows the detailed contact’s information including the different phone numbers. From this window, you can locate and call any person without having to type their numbers manually.

  • Page 95: Disconnecting Calls

    Chapter 6 Monitoring Queued Calls To Call a Contact’s Manager, Assistant or Backup The contact’s backup numbers are displayed in the Action Bar – Group/Department tab. Step 1 Locate the contact in the directory. Step 2 Click in the Group/Department tab and then click on the Call button for the contact’s manager, assistant or backup.

  • Page 96: Placing Call On Hold

    Monitoring Queued Calls Placing Call on Hold A call can be set aside for later handling by putting it on hold. You may have one or more calls on hold. You may want to put a call on hold during busy periods to take other calls, or to allow the caller to wait for the called number to become available.

  • Page 97: Picking Up Calls

    Step 3 Click on the Group Pickup button. The Cisco CME will select the first incoming call from the selected group, and connect the call to your selected line.

  • Page 98: Parking Calls

    Double click on the parked call in the Call Queue window to reconnect to the parked call. Notes The Default Park feature lets the Cisco CME select the park number. The park numbers displayed in the park menu are the set of park numbers selected for use by the operators by the administrator.

  • Page 99: Making A Page Announcement

    Chapter 6 Monitoring Queued Calls To Conference in an Alternative Number from the Directory Step 1 Select a connected call in the Call Control window. Step 2 Locate the contact in the directory and select it. Step 3 From the Action Bar, right-click on the desired alternate number and select the Conference option from the menu.

  • Page 100: Forwarding Calls

    Monitoring Queued Calls Forwarding Calls Incoming calls to a specific line can be configured to be routed to another phone line or to voicemail. To Activate Call Forward Step 1 Select an idle line you want to setup Call Forward. Step 2 Enter the phone number you want to transfer to in the phone number bar.

  • Page 101: Auto-Transfer

    To enable or disable this option, click on the Auto-Transfer option or press the shortcut key (default Ctrl + Alt + T). Reload Lines This option retrieves the operator's phone information from the Cisco CME and reloads it to the Call Control window. To Reload Line Information Step 1 On the Call Control toolbar, click on Settings.

  • Page 102: Edit Speed Numbers

    Monitoring Queued Calls Edit Speed Numbers This option allows the operators to: • Add a new speed number • Change the category a speed number belongs to • Edit the name and the number of a speed number • Remove a speed number A speed number contains the following information: Field Description...
  • Page 103 Chapter 6 Monitoring Queued Calls the corporate speed numbers will be displayed. Step 3 Select the speed number to be deleted. Step 4 Click on Remove. The speed number will be deleted. Step 5 Click on Close when done. 5-34 CallConnector Operator...

  • Page 104: Monitoring Queued Calls

    Monitoring Queued Calls 6. Monitoring Queued Calls CHAPTER This chapter provides an overview of the CallConnector Operator Call Queue window and the steps to configure and manage the call queues. This chapter describes the following in more detail: Call Queue Overview - Describes the features of different types of call queues.

  • Page 105: Call Queue Overview

    Chapter 6 Monitoring Queued Calls Call Queue Overview The CallConnector Operator Call Queue window displays the call queues that have been configured for the operators. There are two basic types of CallConnector call queues – Incoming Call Queues and Monitored Call Queues. The Incoming Call Queues displays the new, incoming calls that are ringing at the attendant’s phone.

  • Page 106: What Is An Incoming Call Queue

    When they are busy or unavailable, the operators are logged out of the hunt groups. The Cisco CME hunt group should be configured with the following options to support the routing of the calls to the operators.

  • Page 107: Queues For Single Operator

    Chapter 6 Monitoring Queued Calls Cisco CME hunt-group properties for operator call routing: • One or more directory numbers from each attendant’s phone should be added to the hunt group list. • The hunt group should be setup to route the calls to support the following requirements: •...

  • Page 108: Queues For Operator And Backup

    Monitoring Queued Calls Queues for Operator and Backup Button 1: 4300 (dual)  Operator Personal Number Button 2: 4301 (octal) Button 3: 4302 (octal)  Main Number Calls Button 4: 4304 (octal) Button 5: not configured Button 6: 4306 (octal) Button 7: 4307 (octal) ...

  • Page 109: Queues For Multiple Operators

    Chapter 6 Monitoring Queued Calls Queues for Multiple Operators Figure 6-3 Example Queue Configuration for Multiple Operators In the example above, incoming calls to the organization are routed through an auto-attendant to the Main Number and Customer Service queues. Those queues are served by three operators. The Main Number hunt group has eight directory numbers from the three operator positions.

  • Page 110: Monitored Call Queues

    Monitoring Queued Calls Monitored Call Queues The monitored call queues display information for calls that have been processed by the attendant. These queues are pre-configured and comprised of: Held Queue This queue displays the calls placed on hold at the operator position.
  • Page 111 Chapter 6 Monitoring Queued Calls Queue Type Description Local A local queue contains certain directory numbers that belong to the operators’ phones. Routing calls to these directory numbers is setup in the CME. Hunt group A hunt group queue comprises the phone lines that belong to certain hunt groups.
  • Page 112 Monitoring Queued Calls For each state of the phone lines, the following icons will be used: Icon Description The extension number is currently idle. Making an outgoing call on the extension number. There is an incoming call to this directory number. The time this call is ringing exceeds the timeout value of the queue set in the Configuration Manager.

  • Page 113: Progress Bar And Timeout

    Chapter 6 Monitoring Queued Calls Progress Bar and Timeout The progress bar displays the duration of each call in the queue window. Figure 6-5 Progress Bar When this waiting time exceeds the timeout value configured for the queue, the icon and the color of the progress bar change to red as shown below.
  • Page 114 Monitoring Queued Calls The Call Queue Toolbar provides access to the following features: Icon Purpose Description Connect This feature allows you to connect to an incoming call Currently in the local queue or hunt group queue, or reconnect Selected to the held, parked or transferred calls in the Call monitored call queues.

  • Page 115: Right-Click Menus For The Call Queues

    Chapter 6 Monitoring Queued Calls View active Displays only the directory numbers that have active incoming or monitored calls. This option is hidden by default. The operator can display it by right-clicking the toolbar and clicking on Filter Queue’s Calls. Table 6-4 Call Queue Toolbar Right-click Menus for the Call Queues These options are available for all call queues:...

  • Page 116: Right-Click Menus For The Queued Calls

    Monitoring Queued Calls Table 6-6 Extra Features for Hunt Group Queue’s Right-Click Menus For the local queues, the following extra features are available: Feature Description Forward all my This option redirects the incoming calls to the directory numbers in the selected local queue to the Night Routing Number.
  • Page 117 Chapter 6 Monitoring Queued Calls Feature Description Connect Selecting the option will reconnect you to the held, parked or transferred calls in the monitored call queues. Clear Remove all current calls on the selected directory number. Telephone The status of the selected line will be changed to Idle after Status being reset.

  • Page 118: Shortcut Keys

    Monitoring Queued Calls Shortcut Keys Feature Using mouse Using keyboard Open the Call Click on the View/Queue menu. Press F3 Queues window On the Preferences window, click on Press Alt + V to go to Appearance/Appearance option. Then the View menu. The select Show Queue Manager.

  • Page 119: Busy And Unavailable Routing

    Chapter 6 Monitoring Queued Calls Busy and Unavailable Routing The CallConnector Operator can be configured to automatically change the routing of incoming calls when their availability state changes. There are call routing different settings available: the Available, Busy and Away/Unavailable operator states. Availability State Local Hunt Group...

  • Page 120: Incoming Call Queues

    Monitoring Queued Calls Incoming Call Queues The operator can perform the following operations on the Incoming Call Queues. Operations Using mouse Using keyboard Press the Next button to Answer the highest priority Press the shortcut key answer the longest waiting, call (default Num Plus) highest priority call.
  • Page 121 Chapter 6 Monitoring Queued Calls To Login Option 1 Select “Take Call” from the Call Queue toolbar. The CallConnector Operator will clear the call forward features on the local queues and logs the operator in the hunt group call queues. Option 2 Make sure that “Sync Operator Status with Presence Server”...

  • Page 122: Held Call Queue

    Monitoring Queued Calls Held Call Queue The Held Call Queue displays the calls that are on hold at the operator position. The progress bar displays the duration of the waiting call. Operations Using mouse Using keyboard Right-click on the call and Reconnect to the held call Press on F10 click on Connect.

  • Page 123: Parked Call Queue

    Chapter 6 Monitoring Queued Calls Parked Call Queue Parked Call Queue displays the calls that are parked on the Cisco CME park slots when the operators select a parked number. If the operator clicks on Default Park, the call will not be shown in the Parked Call Queue.

  • Page 124: Customizing Queue's View

    Monitoring Queued Calls Note Multi-level grouping is supported. Simply follow step 1 to 3 if you would like to have another grouping within the current grouping. To Display or Hide Columns By default, the CallConnector Operator will display all the columns that contain all the information of the lines visible in the Call Queue window.
  • Page 125 Chapter 6 Monitoring Queued Calls To Show or Hide Your Directory Numbers in Queue This option allows operators to view all the numbers that belong to their phone in a queue. Step 1 Right-click on the name of the queue you want to see. Step 2 When the pop-up menu appears, select the Show only my Directory Numbers option.

  • Page 126: Using Directories

    CHAPTER 7. Using Directories The CallConnector Operator Directory helps operators maintain their organization’s employee and external contact information, view the current availability of employees, make and transfer calls using the auto-dial feature, and quickly change their employee’s status and location information.

  • Page 127: Directory Overview

    Chapter 7 Using Directories Directory Overview The CallConnector Operator Directory displays a list of names and their detailed contact information from multiple directory databases and provides integrated communication services utilizing that data. It allows operators to maintain extensive information on the organizational contacts and lets them quickly locate entries and directly use this information for their call handling and messaging needs.

  • Page 128: Directory Window

    Using Directories Directory Window Figure 7-1 CallConnector Operator Directory Window The Directory window consists of the following regions and buttons: Directory Toolbar: Provides access to features associated with the directory application. Information Window: The contact information is viewed in this window. The information may be viewed in a summary listing or organized hierarchically.
  • Page 129 Chapter 7 Using Directories Search and Query Edit Directory View Figure 7-2 Directory Toolbar Character-by-Character Search As the operator presses the alphabetic keys, the directory search is performed and the cursor moves to the nearest match. The search is performed over the information in the selected column.
  • Page 130 Using Directories View List The View List displays the customized views and allows a different view to be selected or a new view to be saved. The table below describes the directory toolbar buttons: Features Description Default Shortcut Key • Search and For query mode, press If the operator selects All Fields, the query...

  • Page 131: Directory Window Details

    Chapter 7 Using Directories Directory Window Details The CallConnector Operator provides three directories: • Corporate Directory: This directory contains the CallConnector Users and the organization’s employees. Presence and telephone status is displayed for the employees. • External Contacts: This is an additional directory that can be populated with external party contact information.
  • Page 132 Using Directories The fields of these directories are described in the table below: Field Description The current availability status of the contact. The value of this field can be: • Availability The contact is available. • Status The contact is away. •...
  • Page 133 Table 7-2 Fields of Corporate Directory Outlook Directories View The Cisco CallConnector Operator will retrieve your Outlook contacts from your Outlook personal contact folder. This requires the setup of the email profile (see chapter 3: Installation and Configuration) to allow the operator access to this information.
  • Page 134 Using Directories Like the white pages in your phone book, this style lists all the entries in a sorted order. Operators are able to sort the listing by a field name such as display name or last name. A tabular listing may be searched or queried to locate specific entries as described in the next section.

  • Page 135: Directory Menu

    Chapter 7 Using Directories Directory Menu The Directory menu is displayed when you right-click on the Directory entry. Figure 7-6 Directory Pop-up menu Work1: Allows you to make a call to work phone or extension of the selected entry. Work2: Allows you to make a call to work phone 2 or extension of the selected entry.

  • Page 136: Directory Action Bar

    Using Directories Current location: Allows you to change the selected entry’s location displayed in the pop-up location list. Edit: Opens the contact information in an edit window and allow you to modify the selected entry. New: Opens the blank edit window to allow you to add new entry to the currently open Directory.
  • Page 137 Chapter 7 Using Directories The Availability section allows the operator to change the availability settings for the selected contact. The operator can also view and change the Call Forward settings of the contact’s primary phone. Group/Department Section Figure 7-9 Directory Action Bar - Group/Department The Group/Department section displays the contacts’...

  • Page 138: Viewing Directory Information

    Using Directories Viewing Directory Information The Directory application is an integral part of the CallConnector Operator. As described in the Directory Overview section, the CallConnector Operator Directory supports three types of directories: • Corporate Directory • External Directory • Outlook Directory To Open the Directory Step 1 Start the CallConnector Operator.
  • Page 139 Chapter 7 Using Directories Change the sort order and Click on the field you want to sort the data on. Click the sorting field again to reverse the sort order. Select fields to group into a See the Customizing View section. hierarchical view Change the font type and See the Customizing View section.

  • Page 140: Locating Information

    Using Directories Locating Information This section describes the different methods for finding information in the directory database. These include: • Moving up and down in the directory. • Searching for an entry. • Running a query for a list of entries based on the text entered in the query fields. Selected Entry The selected entry is the entry in the Directory window that is highlighted.

  • Page 141: Searching For Information

    Chapter 7 Using Directories Searching for Information The search facility allows you to quickly find an entry by typing in the first few letters of the sorted field. The highlighted cursor immediately moves to the nearest match. The Directory supports character-by-character searching.
  • Page 142 Clearing the query results When you query the information, the Cisco CallConnector Operator displays only the set of records you want to view. In order to return the full directory listing, you may want to clear the query results.

  • Page 143: Maintaining Contacts

    Chapter 7 Using Directories Maintaining Contacts All the directories allow you to add, modify and delete their entries. Before you do any updates, additions, and deletions, you have to select the directory you want to work on. Make sure that you are in the Outlook directory view, for instance, if you want to add a new entry to the Outlook directory.
  • Page 144 Using Directories DISA and Tel passwords are available for CallConnector Users with the CallConnector Advanced Server. Tel Password is used to access the SNR (Single Number Reach) feature of the CallConnector Advanced Server. DISA Password is used to access the Dial-In Access feature of the CallConnector Advanced Server.

  • Page 145: Integrated Call Handling

    Chapter 7 Using Directories To Delete a Contact Step 1 Select the directory where the contact is located. Step 2 In the directory window, select the contact you want to delete. Step 3 Click on the button to delete the selected entry. Notes If you delete CallConnector users from the organization, they will not be able to log into the CallConnector system.

  • Page 146: Making A Call

    If you are on an outgoing call that has not connected, that call will be dropped. The telephone number is converted to a dialable number format with access codes prior to transmission to Cisco CME. To Dial an Alternate Number Step 1 Locate the contact in the directory.

  • Page 147: Transferring Calls

    Chapter 7 Using Directories Other Dialing Options Options Method Make a call to the first available member See Chapter 8: Taking Actions of the contact’s group Make a call to a specific member of the See Chapter 8: Taking Actions contact’s group Make a call to the contact’s manager, See Chapter 8: Taking Actions...

  • Page 148: Setting Up A Conference

    Using Directories party will be dialed. If you have Auto-Transfer option enabled, the call will be automatically transferred. Otherwise you can announce the call and click on the Transfer button to complete the transfer. Other Transfers Options Method Transfer a call to the first available See Chapter 8: Taking Actions member of the contact’s group Transfer a call to a specific member of the...

  • Page 149: Picking Up Calls

    The CallConnector Operator will proceed to dial that phone and retrieve the ringing phone call. Step 4 Your phone line status will become connected to the incoming phone call. Notes Pickup will only work for numbers that are in the same Cisco CME as the attendant. 7-24 CallConnector Operator...

  • Page 150: Changing Status

    Using Directories Changing Status The CallConnector Operator displays the availability status of the contacts in the organizational directory. This information includes: • Availability: information on whether a contact is currently available or busy. • Location: information on the contact’s current location: work, home, travelling or vacation. •...

  • Page 151: Sending Messages

    Chapter 7 Using Directories Sending Messages To Send Email Step 1 Press the Action Bar shortcut key (default F6) to move to the message textbox. Step 2 Enter the message manually, or use Insert Message to add a pre-defined message, or right-click and copy (shortcut Ctrl + C) and paste (shortcut Ctrl + P) a message to the message textbox.

  • Page 152: Customizing View

    Using Directories Customizing View The CallConnector Operator Directory window is highly customizable to provide a convenient and easy-to-use interface to the operators. Operators can: • Sort the directory listing by a particular field • Group the directory listing by specific fields •...
  • Page 153 Chapter 7 Using Directories To Display/Hide Columns By default, the CallConnector Operator will display all the columns that contain all the information of the contacts visible in the Directory window. Operators can decide which columns they do not want to view by deselecting them from a list of columns to display. Step 1 Right-click on any column name in the Directory window.

  • Page 154: Taking Actions

    CHAPTER 8. Taking Actions The Cisco CallConnector Operator Action Bar provides operators a set of communication services that utilize the information from the selected directory contact. These services include access to different telephony features on available contact numbers, sending messages using...

  • Page 155: Action Bar Overview

    Chapter 8 Taking Actions Action Bar Overview The CallConnector Operator Action Bar consists of four tabs: • Actions • Availability • Group/Department • Notes The Action Bar provides access to the communication services that are available for the selected contact in the directory. These communication services include the following: •...

  • Page 156: Group/Department Section

    Taking Actions The Preferred Number is the preferred reach number for the contact. This number is disabled when a call is made from the directory. This section is available only for the Corporate Directory. Group/Department Section The Group/Department section of the Action Bar provides information and access to the employee or contact’s associates or colleagues.

  • Page 157: Navigation Options

    Chapter 8 Taking Actions Navigation Options The most effective method for using the Action Bar is to use the mouse to click on the tabs or controls you want to use. The CallConnector Operator provides a set of shortcut keys that allows navigation to the desired area.
  • Page 158 Taking Actions Step 1 Follow the steps to move to the Actions Tab. Work1 Step 2 Press W. The Actions Tab shows the shortcut keys beginning with W. Step 3 Press O. The shortcut key of the dialing options for work 1 number will be displayed.
  • Page 159 Chapter 8 Taking Actions shortcut keys of the tab components. Step 1 Follow the steps to move to the Availability Tab. Status Step 2 Press S. The Availability Tab shows the shortcut keys beginning with S. Step 3 Press T. Then use the arrow keys to move up and down to the desired item in the drop-down list.
  • Page 160 Taking Actions Step 1 Follow the steps to move to the Group/Department Tab. Call (Backup) Step 2 Press C. The Group/Department Tab shows the shortcut keys beginning with C. Step 3 Press 1 to call the contact’s backup. Step 1 Follow the steps to move to the Group/Department Tab. (Backup) Step 2 Press I.

  • Page 161: Actions Section

    Chapter 8 Taking Actions Step 3 Press I to pickup the call from the selected group member. Notes Remember to select a group member prior to use these steps. By default when you move the Group/Department Tab, the first group member in the list is selected.

  • Page 162: Call Handling

    Taking Actions Displays the number of characters in the message textbox. Some features such as text message or instant message limit the number of characters you can send at a time. Allows you to send a text message to the contact’s mobile phone or pager.

  • Page 163: Sending Messages

    Chapter 8 Taking Actions The operator can also click on the button to make or transfer a call. Sending Messages Operators may choose different delivery methods to send a message to the selected contact based on factors such as contacts’ availability as well as the importance and the length of the message.

  • Page 164: Working With Stored Message Text

    Taking Actions Working with Stored Message Text Operators may define a set of frequently used messages to reuse them without having to type the same message over and over again. Figure 8-3 Stored Messages Dialog The Stored Messages Dialog contains two fields: Title: the title field presents the topic of the message.

  • Page 165: Handling Calls

    Chapter 8 Taking Actions To Edit a Message Step 1 Click on the arrow next to Insert Message or press the shortcut key. A drop-down menu, which may contain a list of predefined messages, will be displayed. Step 2 Select Edit… or press the shortcut key. The Stored Messages dialog will show.

  • Page 166: Availability Tab

    Taking Actions Availability Tab Figure 8-4 Availability Tab The Availability tab displays the availability information of a selected contact, and allows the operator to change the contact’s call forward settings. The table below describes the fields of the Availability tab with references to the sections where the steps for making changes are described. Field Description Status...
  • Page 167 Chapter 8 Taking Actions Preferred The number the contact prefers you to call. The value of this field can be: Number • Work: The contact prefers you to call to work number 1. This is the default setting. • Work 2: The contact prefers you to call to work number 2. •...
  • Page 168 To Refresh Call Forward Information At times, you may want to refresh and get the updated call forward information from the Cisco CME. When you click on Refresh, the Cisco CME is queried and the current settings for the call forward are obtained.

  • Page 169: Group/Department Tab

    Chapter 8 Taking Actions Group/Department Tab Figure 8-5 Group/Department Tab The Group/Department tab presents the availability information of all members in the contact’s group. It shows which person is the manager, assistant or backup of the selected contact. It allows you to call or send an instant message to any team member. Notes In order to display group information, the selected contact must be a CallConnector Operator user.
  • Page 170 Taking Actions You can change the location of a group member in the Directory window. Telephone Status The telephone status of the group member. The value of this field can be: • The line is idle and ready to receive phone calls. •...
  • Page 171 Chapter 8 Taking Actions To navigate in the Group/Department tab The CallConnector Operator windows allow features to be accessed by mouse or with keyboard short cuts. The methods for moving focus to the Group/Department tab and navigating within to access related features are described in the table below: How to Method using Mouse Using Keyboard...

  • Page 172: Notes Tab

    Taking Actions To customize the Group/Department tab The Group/Department tab is user-customizable. These customizable options are described in the table below with references to the sections where the steps for making the change are described. Feature Description Change the field size Move the cursor to field separator and drag it to the left or to the right in order to resize the width of the field.

  • Page 173: Viewing Telephone Status

    9. Viewing Telephone Status CHAPTER The CallConnector Operator Telephone Status window allows you to view and monitor the real- time status of all the lines and extension numbers in your call coverage group. Using this window, you may choose to observe only the ringing numbers, or only the connected numbers, or the combination of them, or all the numbers in your group.

  • Page 174: Telephone Status Overview

    The real-time status information on the state of an extension is provided by the switch (central office or PBX). This state can be idle, ringing, connected or held. The Cisco CallConnector Operator Telephone Status window provides this information in an easy-to-use graphical interface.
  • Page 175 Viewing Telephone Status For each line or extension, the following information will be displayed: Field Description Extension The number of the displayed line or extension. Connect If the status of the call is Connected, the Telephone Status window Time displays the total time the call has been connected. Wait Time If the status of the call is Ringing, the Telephone Status window displays the total time the call has been ringing.

  • Page 176: Opening The Telephone Status Window

    Chapter 9 Viewing Telephone Status Connect to the currently selected line. You can also right-click the selected entry and click Connect, or use the shortcut key (default F10). Refresh the current call list. Opening the Telephone Status Window Step 1 The telephone status window displays the state of all the lines and extension numbers in an organization.

  • Page 177: Navigating In The Telephone Status Window

    Viewing Telephone Status Navigating in the Telephone Status Window The CallConnector Operator windows allow features to be accessed by mouse or with keyboard short cuts. The methods for moving focus to the Telephone Status window and navigating within to access related features are described in the table below: How to Method using Mouse Using Keyboard...

  • Page 178: Customizing The Telephone Status Window

    Chapter 9 Viewing Telephone Status Customizing the Telephone Status Window The CallConnector Operator Telephone Status window is highly customizable to provide a convenient and easy-to-use interface to operators. Within this window, you can: • Resize a field • Change the location of a field •...
  • Page 179 To change the display font Step 1 Open the Preferences dialog by clicking on Options/Preferences on the main menu of the Cisco CallConnector Operator window. Step 2 On the left panel, click on the Appearance/Font option. Step 3 On the right panel, select the font face.
  • Page 180 On the right panel, make sure Enable Dockable Panes is selected. To change the theme of the Telephone Status Window The Cisco CallConnector Operator provides you a list of themes that let you change the color of your CallConnector Operator window. CallConnector Operator supports Blue, Black, Silver, and Aqua themes.

  • Page 181: Filtering The View Information

    Viewing Telephone Status To move the Telephone Status Window Step 1 Make sure the Telephone Status window is dockable. Step 2 Click on the title bar with the mouse and drag the window to the desired location. Note To make sure the Telephone Status window is dockable: On the CallConnector Operator main menu, click on Options/Preferences.

  • Page 182: 10. Setting Up Preferences

    CHAPTER 10. Setting up Preferences The Preferences Window allows the operator to make changes to the way the CallConnector Operator application presents the information and the methods for accessing the information. Access to this window may be restricted to those with admin rights. This chapter describes how to make these changes and includes: Preferences Overview - Provides an overview of the Preferences window as well...

  • Page 183: Preferences Overview

    Chapter 10 Setting up Preferences Preferences Overview There are four areas in the Preferences Window that you may change to adapt the CallConnector Operator user interface and behavior to your preference. They are: Configuration: Defines how the CallConnector Operator communicates to external applications and network.

  • Page 184: Navigating Within The Preferences Window

    Setting up Preferences Navigating within the Preferences window The CallConnector Operator windows allow features to be accessed by mouse or with keyboard short cuts. The methods for navigating within the Preferences window are described in the table below: How to Using Mouse Keyboard Shortcut Expand a section...

  • Page 185: Configuration

    Client-Side Dial Plan The Client-Side Dial Plan can be enabled if the operators wish to use their own dial plan instead of the corporate dial plan configured in the Cisco Configuration Manager .It has three sections: Current Location Setting This section displays the current location settings of the Windows Dialing rules set for your personal computer.
  • Page 186 Setting up Preferences Figure: Windows Phone and Modem Options To Reload Location Setting The Reload button will get the selected location from the Phone and Modems Options window and use it to properly route the telephone call to the desired destination. Any changes in this window will be reflected on the Current Location Setting section.
  • Page 187 Chapter 10 Setting up Preferences CME Configuration This section contains information related to internal (extension) dialing. The following parameters are used for dialing extension numbers: Extension Mask – These are CME extension patterns. They represent the length/the number of digits dialed which are to be treated as internal extension numbers and not PSTN’s that need to be dialed out.

  • Page 188: To Set The Internal Extension Mask

    Setting up Preferences To Set the Internal Extension Mask: • An Extension Mask that consists of four digits: • If you have an 2 Extension Masks, one consists of three digits and another that consists of four digits: • If all the internal extension numbers start with the digit 4 and have a total of five digits: To Set Multiple Special PSTNs: •...
  • Page 189 Chapter 10 Setting up Preferences Number Patterns This section allows you to define the area code and subscriber number format for each country. The number pattern information is used to format dialed phone numbers into display or ‘canonical’ format numbers. Country –...

  • Page 190: Login Settings

    Cisco CallConnector Configuration Manager. Local Port – The port number of the System SIP Server. The default port number is 5060. Make sure that no other service is using this port. This information may be modified in the Cisco CallConnector Configuration Manager.
  • Page 191 Chapter 10 Setting up Preferences The Network Adapters Option window is customizable. These customizable options are described in the table below with references to the sections where the steps for making the change are described. How to… Methods Move focus to a network Click on a network adapter in the list, or use TAB and the adapter item arrow keys Up and Down to move to the desired item.

  • Page 192: Email Settings

    Setting up Preferences Email Settings This information is used by the CallConnector Operator to access your Outlook/Exchange contact information (for the Directory Window). Enable MAPI – This option enables or disables MAPI functions. You can have multiple MAPI profiles defined to be able to log into different email accounts when you start your email client (i.e. Outlook).
  • Page 193 To Show or Hide a Window Step 1 Open the Preferences dialog by clicking on Options/Preferences on the main menu of the Cisco CallConnector Operator window or press the shortcut key. Step 2 On the left panel, click on the Appearance/Appearance option.
  • Page 194 To Change the Position of a Window Step 1 Open the Preferences dialog by clicking on Options/Preferences on the main menu of the Cisco CallConnector Operator window or press the shortcut key. Step 2 On the left panel, click on the Appearance/Appearance option.
  • Page 195 If you select this option, the CallConnector Operator will show only Call Control and Directory windows. Step 1 Open the Preferences dialog by clicking on Options/Preferences on the main menu of the Cisco CallConnector Operator window. Step 2 On the left panel, click on the Appearance/Appearance option. Step 3 On the right panel, click on Show Basic Operator Windows Only.

  • Page 196: Keyboard

    To Turn on/off the automation keypad Step 1 Open the Preferences dialog by clicking on Options/Preferences on the main menu of the Cisco CallConnector Operator window. Step 1 On the left panel, select Keyboard/General. The Dialing Preference options will be displayed.

  • Page 197: Shortcut Keys

    Chapter 10 Setting up Preferences Shortcut Keys Keyboard shortcuts help you save time by allowing you to never take your hands off the keyboard to use the mouse. The following Call Control shortcut keys are modifiable and displayed in the Preferences window: Feature Default Shortcut Keys...
  • Page 198 Setting up Preferences need to complete a transfer. Toggle Dial- No default shortcut Place a call through another number. The Through available phone call will be appeared to come from this second number. Transfer to Ctrl + V Transfer the connected call to the voicemail VoiceMail number of the selected contact in the directory.
  • Page 199 Chapter 10 Setting up Preferences These are the default hotkeys for the CallConnector Operator. You can reassign them as long as the key combination you are planning to use is not in use. Feature Default Shortcut Keys Action Directory No default shortcut Set focus to the Directory window.
  • Page 200 To Assign/Reassign the Shortcut Keys Step 1 Open the Preferences dialog by clicking on Options/Preferences on the main menu of the Cisco CallConnector Operator window. Step 2 On the left panel, select Keyboard/HotKeys. A list of features along with their shortcuts will be displayed.

  • Page 201: Localization

    To Restore Default HotKeys Step 1 Open the Preferences dialog by clicking on Options/Preferences on the main menu of the Cisco CallConnector Operator window. Step 2 On the left panel, select KeyBoard/HotKeys. A list of features along with their shortcuts will be displayed.

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