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Smart CallConnector Operator

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Cisco® Smart CallConnector Operator is a Windows application that has been specifically designed for the fast call handling plus contact management and messaging requirements of a small business operator position. With Smart CallConnector Operator, operators can:

  • Handle incoming calls quickly and transfer them to the appropriate and available employees with ease
  • View incoming calls to be answered at a glance, plus view the status of parked, transferred, and held calls
  • Easily send email or text (SMS) messages to employees that are not available to take calls
  • Quickly search for users in the directory and manage the organization’s directories
  • View and update the availability, location, and telephone status of all employees.

Cisco Smart CallConnector Operator is an operator solution for the Cisco Smart Business Communications System (SBCS). Easy to install, configure, and use, the application offers a fully customizable user interface, allowing operators to resize feature windows and place them anywhere on the screen to meet individual needs. Users can also choose to use a mouse or a customizable keyboard to access features and for deployment flexibility.

SCC_Operator_1.jpg

Figure - Smart CallConnector Operator - main window

[toc:faq]

Documentation

Training

Download Software

System requirements

  • Personal Computer
    • Operating system:  32-bit or 64-bit Windows operating system. Windows XP (with SP2), Vista, and  Seven are supported.
    • 3.2 GHz or faster dual-core or compatible processor for workstation
    • 2 GB RAM minimum
    • 250 MB free hard disk space. Reserve additional 150 MB for future upgrades
  • IP Phones: Cisco 79(4/6/7)X (preferred with OctoLine support),  Cisco SPA 500, Cisco SPA 300 series
  • Software pack 7.1 or later
  • UC520,  UC540 and UC560 systems.
  • Optional - Access to Cisco  Configuration Assistant or Office Manager may be required to get IP  Phone Username and Password.

Application Notes

TBC

Related Products

Additional Support

The  Cisco Smart CallConnector Operator and Server are  supported by the Small Business Support Center (SBSC). Table below  indicates the SCC Operator SKUs and the services associated to it.

Smart CallConnector Product SKU
Product  DescriptionSmall Business Support
Service SKU
L-SW-SCC-OPERATOR

Smart CallConnector Operator position

CON-SBS-SVC3

L-SW-SCC-SERVER

(required for multiple active operator positions)

Smart CallConnector Server with 8 seats
of   advanced Client
CON-SBS-SVC4

FAQ

What's the SCC Operator?

The Smart CallConnector (SCC) Operator is an application to deliver attendant console functionality for receptionist positions. It is an advanced tool designed for high-usability and handling of a high call load.

What   are the differences of using the SCC Operator in stand-alone mode or  together with the SCC Server?

When used in stand-alone mode  (without the SCC Server), the SCC Operator mode is restricted to  active/backup mode with two SCC Operator accounts and one administrative  account only. At any point in time, call handing between the two  operator positions are not synchronized as they are meant to be on  active or backup state.

When used with the SCC Server, multiple  synchronized SCC Operator clients are supported. At any point in time,  call handling between the multiple SCC Operator positions are  synchronized (all in active mode).

What   are the call control platforms  SCC Operator  support?

UC520, UC540 and UC560 platforms

Can   I update the SCC Operator in stand-alone mode to SCC Operator in  client/server mode?

Yes. Provided the SCC Server is installed and  with licenses, this requires the server components of the SCC Operator  stand-alone to be removed (the

stand-alone SCC Operator is comprised of  the operator client plus server components packed in a single software),  and the SCC Operator client pointed to the SCC Server. This requires  the un-installation of the SCC Operator stand-alone software and the  installation of the SCC Operator client.

Step  1.    Write down the PAK-ID or  serial number from the Server Wizard->Versions page and from the  Popup About dialog accessed by right-clicking on the phone icon in the  system tray.

Step 2.    Make  a record of any configuration information such as selected phone and  user’s contact data that you may require for the new install.

Step 3.    Uninstall  the Standalone CallConnector from the Control Panel.

Step 4.    Create  an operator account on the CallConnector Server and configure the  required operator parameters.

Step 5.    Install the Operator Client at the  operator position and point it to the CallConnector Server IP Address  with the operator user account that you have created.

Can  I combine the SCC Advanced Client and SCC Operator (different PCs) with  the SCC Server?

Yes. The SCC Server supports concurrently SCC  Operator positions and SCC Advanced Clients.

Does the SCC  Operator support Presence?

Yes.

Does the SCC  Operator support Instant Messaging (IM)?

No, it does not support it yet. We are planning for a maintenance release to add such functionality with the SCC Advanced Clients

Does the SCC  Operator support multiple directory integration, such as LDAP Active  Directory?

Yes.

Can I use the SCC Operator with a 64  bit Windown Operating System?

Yes

Can  I use the SCC Operator with another platform outside of UC500?

No,  it will not work and also not supported

Is  it there a limitation of SCC Operator to operate  with Extension Mobility enabled users?

Yes. Cisco SCC Operator and SCC Server does not operate properly with the Extension  Mobility features. In the SCC Server configuration, when a user logs  into an phone to apply their profile, the SCC Server connection to the  phone is not refreshed inmediately. This can take up to six minutes.

How  do the SCC Server, SCC Operator and SCC Advanced Client manage user  licenses installation and activation?

The SCC Server actually  manages all user licenses for users (SCC Advanced Client and SCC  Operator positions) connected to it. After ordering these products, via  Cisco partners, the user/partner receives an electronic delivery license  containing a Product Authorization Key Identifier, known as PAK-ID.

During  installation, two license activation options are presented - Trial  license for 45 days (for evaluation or urgent installations when PAK-ID  is not available), and registration of the PAK-ID. Once applied  (Internet connectivity is required) the result code (=Success) indicates  that the license has been activated.

When installing licenses on  Virtual Machine environments, the license activation checking is not  performed during installation, but when the SCC Server configuration  manager is first run.

The Server Installation is locked to the  UC500 that was specified during installation. If the unit is replaced,  then license checking will fail and you need to contact the Cisco Small  Business Support Center to reset the license. Provide the PAK-ID or  CallConnector serial number and the registering email address to clear  the condition.

Is  it possible to install a SCC Operator with Trial/Evaluation license and  then move to a Full-License without impacting configuration?

Yes.  If the Operator is using the Trial/Evaluation license, then these can be  converted to full-license.

Step 1.  Select  the Server in the License Management page in the Guides, License and  Maintenance section of the Configuration Manager.

Step  2.  In the fields below the table,  enter the PAKID, email address.

Step 3.  Click on the Activate Full-License  button. Result=Success indicates that the activation is completed,

How  can I get support  for the SCC Operator installation?

The  SCC Operator and Server are supported by the Small  Business Support Center.

Comments
Beginner

Do you know when can we expect to see the maintenance release which will allow instant messaging?  I have installed the latest version for the operator client, 1.6.0.16b, and does not appear to function.  The release notes for 1.6.0.16 state Instant Messaging between the Operator and CallConnector clients is not supported.  (I was not able to locate release notes for 16b)

I attempted to install both the  Operator client and Advanced client, but this did not allow the operator client to launch.  I had to remove the Advanced client to restore operation of the Operator client.

Cisco Employee

Dear Sir;

Update for Operator (IM and other) will come with v2.1, scheduled to FCS for February 2011. We will be running BETA probably by end of december. If you would like to participate, please send me an email to amontill at cisco dot com.

Thanks

Alberto

Enthusiast

I noticed that in the Data Sheet for the CallConnector Operator, that the IP Phone compatibility is:

Cisco Unified IP Phone 7940G, 7960G, or 7970G Series models.

This is a little misleading as it looks like this solution onyl works with these EoS/EoL phones and not the newer models.

Rising star

Thanks steve, yep it works with all the newer phones except the SIP only phones.