Cisco Unified Attendant Console Advanced Version 11.0 Data Sheet

Queue Features

Support for 100 queues with prioritization

Configure queue names and priorities to match your call answering requirements. You can prioritize and answer calls out of order. For example, you might have a sales queue, a service queue, and a general business queue. Sales calls can be prioritized and answered first, before service or general business calls.

Operator queue assignment

In the web-based administration tool, you can assign one or more queues to each operator, allowing you to segment and answer calls based on your business needs.

Queue operator views

View all calls within a queue or view all calls within all queues. If operators see many queued calls, they know that calls need to be processed quickly. If operators see only a few queued calls, they can spend more time with each caller to provide a higher level of customer service. If operators see a high-priority caller, they can select and answer calls out of sequence.

Queue statistics

Operators can see the following details in real time for each queue:

Queue color coding

Each operator may assign color codes to queues to know at a glance which queue the caller dialed.

Overflow options

You can define overflow settings on a queue-by-queue basis.

Queue salutations

Deliver the most appropriate greeting to each caller by setting up a script to be read by the operator for each queue.

Different music in different queues

Callers hear music through the Cisco Unified Communications Manager Music on Hold (MoH) function. The attendant console’s queue device groups let you play different music to different queues.

Directory Features

Active Directory or Cisco Unified Communications Manager directory integration

If you use Active Directory to manage your corporate directory, you can synchronize that data directly with the attendant console directory. Or use Cisco Unified Communications Manager as the directory source.

Manually add individual contacts

Operators may add individual contacts directly to their searchable directory for more flexibility. System administrators can also add individual contacts to the full directory with the server’s web-based administration tool.

Bulk add, update, and delete contacts

System administrators can import, update, and delete contacts in bulk from the server’s web-based administration tool.

Personal directory groups

Each operator can create and share up to 100 custom directory groups, displayed as tabs across the top of the directory. These directory groups are subsets of the full directory, which is synchronized with Cisco Unified Communications Manager. Your operators can create personal directory groups by using live directory filters or by dragging and dropping individual contacts. This enables them to be confident that their groups are always up to date.

Search options

Six directory search fields are provided. They allow the operator to find call destinations quickly and then dispatch calls quickly. Search options include last name, first name, department, extension, job title, and location, and they can be customized within each attendant console client.

Presence integration

Operators can view each contact's Cisco Unified Presence status directly from the attendant console directory. They can manage calls more efficiently by seeing whether a particular contact is available to take a call. Microsoft OCS and Microsoft Lync are also supported presence sources in the attendant console directory.

Telephony Features

Operator handset ringing

When a call comes into a queue configured with operator handset ringing, the call is sent directly to the handset of the operator who has been logged in to that queue the longest. This feature lets operators answer the call from a wireless headset while away from their desks. (The wireless headset is not included.)

Transfer reversion (call recall)

Enable a transferred call to revert back to the operator so that it can be answered and then transferred to a new destination.

Call park

With call park, the operator can place a caller on hold while announcing that a call is on hold and waiting for a particular person or group. The call can be answered from any phone by dialing the park extension.

Call park recall

If a parked call is not answered, it reverts back to the operator so that it can be transferred to a new destination.

Call toggle

Call toggle allows the operator to shift between callers.

Conference

The conference feature allows the operator to provide a third-party conference call.

Emergency Mode switch

Redirect all calls to another destination if an emergency such as a natural disaster or weather event occurs. This manual switch lets you stay in touch with callers or alert them that the business is closed until further notice.

Out-of-hours routing

For each queue, define specific blocks of time and where to send calls during that time. Create templates that you can apply to queues. Set up call routing for recurring holidays.

Additional Features

High availability (additional license per server)

Use the attendant console’s high availability feature to help ensure that your operators are always able to take calls.

Auto-unavailable on idle

If an operator’s PC is idle for a specified period of time, the attendant console can automatically change their state to unavailable.

Adjustable font size

Changing the font size is one of the many ways in which individual users can tailor the Cisco Unified Attendant Console Advanced application to best suit their needs.

Server-based console preferences

Many of the attendant console client preferences can now follow users to different PCs running Cisco Unified Attendant Console Advanced.

Reports

Gain a better understanding of call volumes by operator and queue, the queues that have the most abandoned calls, and other important metrics through attendant console reports. Reports are easily accessible through the web-based administration tool.

VMware support

The attendant console server is supported in a production environment on VMware ESXi 4.x, 5.0, 5.1 or 6.0 running on a host machine that is compliant with the Cisco Specifications-Based Hardware Support program. For more information about this program, visit: http://docwiki.cisco.com/wiki/Specification-Based_Hardware_Support.

Note: This feature is supported with Cisco Unified Communications Manager 8.0(1) and later.

Accessibility

The visually impaired can use the attendant console with ZoomText and JAWS screen reading software.

Attendant console client localization

English, French, German, Italian, Portuguese, Spanish, Dutch, Swedish, Danish, Russian, Arabic, Korean, Japanese, Traditional Chinese, and Simplified Chinese are supported.

Processor

2.2 GHz Pentium 4 processor

Memory

4 GB

Available disk space

80 GB

Networking

Network card, connected to the network using TCP/IP

Operating system

One of the following operating systems, with Windows regional settings set to English:

Additionally, the following software packages should be installed on the Cisco Unified Attendant Console Advanced server:

Database

One of the following databases:

Notes

Processor

2.0 GHz Pentium 4 processor

Memory

4 GB

Available disk space

1 GB

Hardware

Operating system

One of the following operating systems:

Product Name

Version

Delivery Method

Top-Level Configuration Product Number

Product Number

Cisco Unified Attendant Console Advanced

11.x

Electronic

L-CUAC11X

L-CUAC11X-ADV

Cisco Unified Attendant Console Advanced High Availability

11.x

Electronic

L-CUAC11X

L-CUAC11X-ADV-HA

Cisco Unified Attendant Console Advanced

11.x

Paper

CUAC11X

CUAC11X-ADV

Cisco Unified Attendant Console Advanced High Availability

11.x

Paper

CUAC11X

CUAC11X-ADV-HA