Handling Calls
To answer, dial, and transfer calls with Cisco CallManager Attendant Console, you can use the mouse, keyboard shortcuts, or the Cisco IP phone associated with Cisco CallManager Attendant Console to perform these functions.
This chapter provides the following instructions:
•
Retrieving a Call from Hold (Unhold)
–Performing an Unsupervised Transfer
–Performing a Consult (Supervised) Transfer
•Using Default Keyboard Shortcuts
Answering a Call
When Cisco Attendant Console receives an incoming call, the call displays in the Call Details pane of the Control Call window. You answer calls from the Call Control window by using keyboard shortcuts, context-sensitive menus, the menu bar, or the mouse.
Note You cannot answer calls from the Speed Dial or Directory windows.
Use any of the following methods to answer a call. All methods achieve the same result; you can use them interchangeably.
•Right-click the call and choose Answer in the context-sensitive menu.
•Click the Answer button on the Call Control toolbar.
•From the Actions menu, choose Answer.
•Press Ctrl + A key on your PC keyboard.
•Double-click the call in the Call Control window.
•Use the mouse to drag the highlighted call onto the Answer button.
•Use the Cisco IP phone to answer the call (for example, press the line button with the incoming call, or press the Answer softkey).
Note Answering a new call automatically places an active call on hold.
Placing a Call
You can place calls when a line is available in the Call Control window. You place calls from any window by using keyboard shortcuts, context-sensitive menus, the menu bar, or the mouse.
Use any of the following methods to place a call. All methods achieve the same result, and you can use them interchangeably.
•In the Speed Dial or Directory window, right-click the entry, and choose Dial from the context-sensitive menu.
•Click the directory or speed-dial entry; then, perform one of the following tasks:
–Click the Dial button on the Call Control toolbar.
–From the Actions menu, choose Dial.
–Use the mouse to drag the entry onto the Dial button on the Call Control toolbar, the Call Details pane, or the Operator Line button in the Call Control window.
–Press Ctrl + D on your PC keyboard.
•Double-click a directory entry to automatically dial that number.
•Double-click a speed-dial entry to automatically dial that number.
•Use the Cisco IP phone to dial the number.
•Use the numeric keypad on the right side of your PC keyboard to dial a number; then, press Enter.
Ending a Call
When Cisco Attendant Console disconnects the call, the call disappears from the Call Details pane of the Control Call window. You end calls from the Call Control window by using keyboard shortcuts, context-sensitive menus, the menu bar, or the mouse.
Note You cannot end calls from the Speed Dial or Directory windows.
Use any of the following methods to end (disconnect) an active call in the Call Control window. All methods achieve the same result, and you can use them interchangeably.
•In the Call Control window, right-click the call and choose Hang Up from the context-sensitive menu.
•Click the Hang Up button on the Call Control toolbar.
•Click the Operator Line button in the upper, right corner of the Call Control window that indicates the directory number of your Cisco IP phone.
•Press Ctrl + H on your PC keyboard.
•From the Actions menu, choose Hang Up.
•Use the mouse to drag the active call onto the Hang Up button.
•Use the Cisco IP phone to end the call (for example, lift and replace the handset or press the EndCall softkey).
Placing a Call on Hold
You can place an active call on hold to take another incoming call or to check availability of the intended recipient. When you place a call on hold in the Call Control window, the held icon displays in the line status area, and the active icon displays on the Operator Line button.
You place calls on hold from the Call Control window by using keyboard shortcuts, context-sensitive menus, the menu bar, or the mouse.
Note You cannot place calls on hold from the Speed Dial or Directory windows.
Use any of the following methods to place a call on hold. All methods achieve the same result, and you can use them interchangeably.
•Right-click the active call and choose Hold from the context-sensitive menu.
•Click the call in the Call Control window; then, perform one of the following tasks:
–Click the Hold button on the Call Control toolbar.
–Press Ctrl + L on your PC keyboard.
–From the Actions menu, choose Hold.
•Use the mouse to drag the active call onto the Hold button.
•Use the Cisco IP phone to place the call on hold (for example, press the Hold softkey).
Retrieving a Call from Hold (Unhold)
When you retrieve a call from hold, the caller connects to you. When you retrieve a call from hold in the Call Control window, the active icon displays in the line status area, and the active icon displays on the Operator Line button.
You retrieve calls from hold in the Call Control window by using keyboard shortcuts, context-sensitive menus, the menu bar, or the mouse.
Note You cannot retrieve calls from hold from the Speed Dial or Directory windows.
Use any of the following methods to retrieve the call. All methods achieve the same result, and you can use them interchangeably.
•Right-click the call that is on hold; choose Unhold from the context-sensitive menu.
•Click the call that is on hold and then perform one of the following tasks:
–Click the Unhold button on the Call Control toolbar.
–Press Ctrl + L on your PC keyboard.
–From the Actions menu, choose Unhold.
•Using the mouse, drag the call that is on hold onto the Unhold button on the Call Control toolbar.
•Use the Cisco IP phone to retrieve the call from hold.
Transferring a Call
When you transfer an active call, the caller connects to the person that you designate. Cisco CallManager Attendant Console allows you to perform either an unsupervised transfer or consult (supervised) transfer, as defined in the following sections.
You perform unsupervised or consult (supervised) transfers in any window by using keyboard shortcuts, context-sensitive menus, the menu bar, or the mouse.
Note You can perform all transfers from any window.
Performing an Unsupervised Transfer
When you perform an unsupervised transfer, you cannot consult the receiver of the call before transferring the call.
To perform an unsupervised transfer, complete the following procedure:
Procedure
Step 1 Perform one of the following tasks:
•Right-click the call that you want to transfer; then, choose Transfer from the context-sensitive menu.
•Click the call that you want to transfer; then, click the Transfer button on the Call Control toolbar.
•Click the call that you want to transfer; then, from the Actions menu, choose Transfer.
•Click the call that you want to transfer; then, press Ctrl + X.
Step 2 After the dialog box opens, enter the number to which you want to transfer the call.
Step 3 Click OK.
The dialog box closes, and the unsupervised transfer occurs.
Tip If you prefer, you can perform an unsupervised transfer by dragging the call onto a speed-dial or directory entry. You can also right-click the entry and choose Transfer from the context-sensitive menu.
Performing a Consult (Supervised) Transfer
A consult transfer allows you to consult the receiver of the call before transferring the call.
To complete a consult transfer, perform the following procedure:
Procedure
Step 1 Perform one of the following tasks:
•Right-click the call that you want to transfer; then, choose Consult Transfer from the context-sensitive menu.
•Click the call that you want to transfer; then, click the Consult Transfer button on the Call Control toolbar.
•Click the call that you want to transfer; then, from the Actions menu, choose Consult Transfer.
•Click the call that you want to transfer; then, press Ctrl + T.
Step 2 After the dialog box opens, enter the number to which you want to transfer the call.
Step 3 Click OK.
You placed the active call in the Call Control window on hold.
Step 4 Ask the user if you should transfer the call.
Step 5 To transfer the held call, perform any of the methods from Step 1.
To retrieve a held call that you do not want to transfer, end the consultation with the user to whom you want to transfer the call; then, after you click the held call, perform one of the methods from the "Retrieving a Call from Hold (Unhold)" section.
Tip If you prefer, you can perform a consult transfer by right-clicking a speed-dial or directory entry and choosing Consult Transfer from the context-sensitive menu.
Initiating a Conference Call
Cisco CallManager Attendant Console allows you, the conference controller, to build a conference that has not been previously arranged. In an ad hoc conference, you call and add each participant to the conference.
You initiate an ad hoc conference in any window by using keyboard shortcuts, context-sensitive menus, the menu bar, or the mouse.
Note You can initiate an ad hoc conference call from any window.
Perform the following procedure to initiate an ad hoc conference from the Cisco CallManager Attendant Console:
Procedure
Step 1 Click the appropriate call.
Step 2 Perform one of the following tasks:
•Right-click the call and choose Conference from the context-sensitive menu.
•Click the Conference button on the Call Control toolbar.
•Choose Actions > Conference.
•Press Ctrl + C on the PC keyboard.
Performing the previous tasks places the call on hold.
Step 3 Perform one of the following tasks:
•Use the numeric keypad on your PC keyboard to enter the destination number to which you want to conference the call.
•Drag the speed-dial or directory entry onto the Conference button.
Step 4 Perform one of the methods from Step 2 to complete the call-control task.
You initiated the conference.
Parking a Call
Note You can perform this call-control task only if the Cisco CallManager server that is associated with the attendant console runs a version of Cisco CallManager Release 3.3 or later. This icon displays on the Call Control toolbar only if you run a compatible version of Cisco CallManager Release 3.3.
The Call Park feature allows you to place a call on hold, so it can be retrieved from another phone in the system. For example, if you are on an active call at your phone, you can park the call to a call park extension such as 1234. Someone on another phone in your system can then dial 1234 to retrieve the call.
Perform the following procedure to park a call:
Procedure
Step 1 Perform one of the following tasks:
•Right-click the call that you want to park; then, choose Call Park from the context-sensitive menu.
•Click the call that you want to park; then, click the Call Park button on the Call Control toolbar.
•Click the call that you want to park; then, from the Actions menu, choose Call Park.
•On the PC keyboard, press Ctrl + P.
A dialog box displays the directory number where the call is parked.
Step 2 Contact the user that is to retrieve the parked call.
Using Default Keyboard Shortcuts
The keyboard shortcuts configured for Cisco CallManager Attendant Console allow you to perform call-control tasks efficiently. Use Table 2-1 as a guide for performing keyboard shortcuts:
Note You can change any default keyboard shortcut on a per-attendant basis. See the "Using the Menu Bar" section for more information.
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