My question is if I have a receptionist that uses attendant console to answer calls to the office main number, if she can't log in, will it push calls to voicemail automatically until she logs in? Where can I check into this to understand it better?
Also, am I looking in the wrong place? Other than translation patterns, how can I troubleshoot issues with a DID i.e. 404-xxx-xxxx if calls to it go straight to voicemail?
Note - this office has a voice gateway bringing all of their calls in. We use a multisite deployment with centralized call processing.
This is attendant console 7. The end users have installed on their workstations. It links to CUCM 7 and Cisco Unified CM Attendant Console User...
It'll depend on your config but you can configure an always route member that will get the calls, read about it here:
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The Attendant Console feature is really two related, but seperate applications, and they don't always have to go together. One is the server-side application, which is built into CUCM 5.X, 6.X, and 7.X. This allows for basic (very basic) call distribution and queuing based in directory numbers or agent logins. The other component is the client-side application, which allows for GUI call handling, line presence monitoring, and agent login status. The two together are required for call queuing and allowing agents to login and go online or offline. However, they can be used seperately.
If you have only one receptionist, you can install Attendant Console on his/her computer without creating a Attendant Console Pilot Point at all. He/she will still need a AC username and password, but he/she will not need to go online. Instead, the Attendnat Console application would only allow the receptionist to hold, park, transfer, and conference calls from his/her PC and see the line status ofother users. The receptionist would still have the main number of his/her phone and would be able to receive and handle all calls in the case of the Attendant Console not working.