Attendant console CUEAC 8.6

[Rajesh Kalra]

We are upgrading CUCM 6.x to CUCM 8.x      

As a result we would be using attendant console 8.x operator instead of the present Attendant console operator 6.x(which comes with CUCM 6.x)

With CUCM6.x, we had a DDI of 3555 which ws translated to 1100 as a pilot point with hunt group members 1101,1102,1103. 1101,1102,1103 as the three line buttons(DN's) on the same IP phone for the reception acting as attendant console operator.

Objective: CUCM 6.x -> CUCM8.6 upgradation should be transparent to the attendant console user, and he would expect the attendant console to work same way as befotre. i.e. the attendant console user would expect the calls to come on 1101,1102,1103 line buttons.

Question:
Now with CUEAC server how the similar configuration for hunt group members would be done.

Setup for CUEAC server/CUCM 8.x setup
DN 3555->translated to 1100(CTI route point in CUCM 8.x) ->re 1100 is the Queue DDI in AC Server.Currently no overflow settings are there.
Do I need to create a hunt group, if yes should the call made to overflow from the queue DDI to huntgroup number, what would be the settings?

Thanks

[jamgale · Accepted solution]

Hi,

CUACEE is new and different software, it does not work exactly the same as the old console.

CUACEE uses queues to distirbute calls to the operators, you would configure a queue (which would have a CTI Route Points) and you would then translate your incomming number the DN of that CTI Route Point. The queue is then assigned to the operator(s) and calls are answered through the queue.

The queue can be confgured to use either broadcast delivery or forced delivery:

Broadcast delivery will present the call to the operator on the PC screen and play an audible alert through the PC speakers, the call will not ring directly on the phone. The operator then selects when to answer the call and this will then redirect it to the operators phone.

Forced delivery is when the call is forced out of the queue down to the operators phone, if the operator does not answer within 10 seconds then call is then presented to another operator (if there is more than one).

The operator signs into a single line and it is this single line which handles all of the calls.

There are some training videos online which would help with the operator learning the new sotware, this can be found at the following link:

http://www.arcsolutions.com/north_america/solutions/products/cisco_oem_consoles.aspx

[Rajesh Kalra]

thanks a lot.

Just few questions:

1.The operator signs into a single line and it is this single line which handles all of the calls.If there is no overflow number/queue size settings. what happened to the next call if the operator is already on call. Does the claler gets a busy tone?

2.If the queue size is selected as 2, what happens to the 2nd and third call/caller when the calls wait in qureue, assuming the operator is already on the first call. Do the caller gets on hold music?

3.Can the overflow number be a hunt group number?.. so that if the operator is busy and queue size is exceeded, the call is transferred to the hunt group.

4.Can the overflow number be a be a unity connection call handler number.

Thanks

[jamgale]

1.The  operator signs into a single line and it is this single line which  handles all of the calls.If there is no overflow number/queue size  settings. what happened to the next call if the operator is already on  call. Does the claler gets a busy tone?

When you configure the Attendant Console Server you will enter a range of numbers called Gateway Devices, these are CTI Ports and are used for holding calls within the queue. You should configure a number of these based on how many calls you expect to be waiting to be answered. If all of those devices are busy only then will the caller get busy tone.

2.If the queue size is  selected as 2, what happens to the 2nd and third call/caller when the  calls wait in qureue, assuming the operator is already on the first  call. Do the caller gets on hold music?

By defaul the caller hears ringing, you can change this under General Properties in the Web Admin, select Hold Queued Calls and the caller will then hear the MoH confgured against the Gateway Devices.

3.Can the overflow number  be a hunt group number?.. so that if the operator is busy and queue size  is exceeded, the call is transferred to the hunt group.

Overflow numbers can be any number dialable by the CUCM

4.Can the overflow number be a be a unity connection call handler number.

Overflow numbers can be any number dialable by the CUCM

[Rajesh Kalra]

Hi,

I am facing an issue for not able to pickup the second call from IP Phone or operator console PC, when the operator is speaking to the caller(the phone has only one line configured).

The Answer next/Answer button for the second call is greayed out. However, the moment I drop/disconnect the first call the second call gets connected.

for the second call I can see the call waiting oin queue(it shows 1 as the call waiting) , i hear a beep sound.

Any suggestions, do i need to set anything on the queue settings for this to work or anything else?

Thanks

[jamgale]

In order to answer a second call you need to first place the initial call on hold, you can only answer a call if the operators line is available.

Again, this is covered in the training videos, I really do recommend you take a look at them:

http://www.arcsolutions.com/north_america/solutions/products/cisco_oem_consoles.aspx