Cisco Systems OL-3053-01 User Manual

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C H A P T E R 4

Using the Call Control Window

When you place or answer a call, the call state, the directory number of the incoming call, the name of the person, if available, the operator directory number, and the elapsed time display in the Call Details pane of the Call Control window.

This section describes the following topics:

Placing Calls from the Call Control Window, page 4-2

Performing Call-Control Tasks in the Call Control Window, page 4-2

 

 

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Placing Calls from the Call Control Window

Placing Calls from the Call Control Window

To place a call from the Call Control window, perform the following procedure:

Procedure

Step 1 Click theOperator Line button in the upper, right corner that indicates the directory number of the Cisco IP Phone that controls the Cisco CallManager Attendant Console.

Step 2 In the dialog box, enter the number that you want to dial.

Step 3 ClickOK orCancel.

Tip To place a call to aspeed-dialor directory entry, drag thespeed-dialor directory entry onto the Operator Line button in the upper, right corner of the Call Control window.

Performing Call-ControlTasks in the Call Control

Window

Table 4-1 describes thecall-controltasks that affect calls in the Call Control window. For additional information on performingcall-controltasks in the Call Control window, see the“Handling Calls” section on page 2-1.

 

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Table 4-1Quick Reference Table

Desired Result

Action Performed

 

 

Answering a

To answer a call, perform one of the following tasks:

Call

Right-clickthe call and chooseAnswer in thecontext-sensitivemenu.

 

 

Click theAnswer button on the Call Control toolbar.

 

From the Actions menu, chooseAnswer.

 

PressCtrl + A key on your PC keyboard.

 

Double-clickthe call in the Call Control window.

 

Use the mouse to drag the highlighted call onto theAnswer 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).

 

 

Placing a Call

To place a call, perform one of the following tasks:

 

Click theDial button on the Call Control toolbar.

 

From the Actions menu, chooseDial.

 

Use the mouse to drag thespeed-dialor directory entry onto theDial button on

 

the Call Control toolbar, the Call Details pane, or the Operator Line button in

 

the Call Control window.

 

PressCtrl + D on your PC keyboard.

 

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 or pressCtrl + D.

 

 

 

 

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Performing Call-ControlTasks in the Call Control Window

Table 4-1Quick Reference Table (continued)

Desired Result

Action Performed

 

 

Ending a Call

To end a call, perform one of the following tasks:

 

In the Call Control window,right-clickthe call and chooseHang Up from the

 

context-sensitivemenu.

 

Click theHang Up button on the Call Control toolbar.

 

PressCtrl + H on your PC keyboard.

 

From the Actions menu, chooseHang Up.

 

Use the mouse to drag the active call onto theHang 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

To place a call on hold, perform one of the following tasks:

on Hold

Right-clickthe active call and chooseHold from thecontext-sensitivemenu.

 

 

In the Call Control window, click the call; then, perform one of the following

 

tasks:

 

Click theHold button on the Call Control toolbar.

 

PressCtrl + L on your PC keyboard.

 

From the Actions menu, chooseHold.

 

Use the mouse to drag the active call onto theHold button.

 

Double-clickthe active call.

 

Use the Cisco IP Phone to place the call on hold (for example, press the Hold

 

softkey).

 

 

 

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Table 4-1Quick Reference Table (continued)

 

 

 

 

Desired Result

Action Performed

 

 

 

 

Retrieving a

To retrieve a call from hold, perform one of the following tasks:

 

Call from Hold

Right-clickthe call that is on hold; chooseResume from thecontext-sensitive

 

(Resume)

 

menu.

 

 

 

Click the call that is on hold and then perform one of the following tasks:

Click the Resume button on the Call Control toolbar.

Press Ctrl + L on your PC keyboard.

From the Actions menu, choose Resume.

Using the mouse, drag the call that is on hold onto the Resume button on the Call Control toolbar.

Double-clickthe call that you placed on hold.

Use the Cisco IP Phone to retrieve the call from hold.

 

Transferring a To complete a transfer, perform the following procedure:

 

Call

1.

Perform one of the following tasks:

 

 

 

 

 

a. Right-clickthe call that you want to transfer; then, chooseTransfer from the

 

 

 

context-sensitivemenu.

 

 

 

b. Click the call that you want to transfer; then, click theTransfer button on

 

 

 

the Call Control toolbar.

 

 

 

c. Click the call that you want to transfer; then, from the Actions menu, choose

 

 

 

Transfer.

 

 

 

d. Click the call that you want to transfer; then, pressCtrl + X.

 

 

2. After the transfer keypad opens, enter the number to which you want to transfer

 

 

 

the call. Click OK.

 

 

Tip

If you prefer, you can perform a transfer by dragging the call onto a speed-dial

 

 

 

or directory entry. You can also right-clickthe entry and chooseTransfer

 

 

 

from the context-sensitivemenu.

 

 

Tip

If you prefer, you can transfer a call without using the transfer keypad. After

 

 

 

you click the call that you want to transfer, press the keys on the PC keyboard

 

 

 

to enter the number to which you want to transfer the call. Press Ctrl + X to

 

 

 

transfer to call.

 

 

 

 

 

 

 

 

 

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Desired Result

Action Performed

Consult

To complete a consult transfer, perform the following procedure:

Transferring

1. Perform one of the following tasks:

 

a.Right-clickthe call that you want to transfer; then, chooseConsult Transfer from thecontext-sensitivemenu.

b.Click the call that you want to transfer; then, click the Consult Transfer button on the Call Control toolbar.

c.Click the call that you want to transfer; then, from the Actions menu, choose

Consult Transfer.

d.Click the call that you want to transfer; then, press Ctrl + T.

2.After the transfer keypad displays, enter the number to which you want to transfer the call. Click OK.

You placed the active call in the Call Control window on hold.

3. Ask the user if you should transfer the call.

Note If the user tells you not to transfer the call, end the consultation with the user; then, click the held call in the Call Control Details pane, and perform one of the methods from the“Retrieving a Call from Hold (Resume)” section on page 2-5.

4. To transfer the held call, perform any of the methods from Step1.

Tip If you prefer, you can consult transfer a call without using the transfer keypad. After you click the call that you want to transfer, press the keys on the PC keyboard to enter the number to which you want to transfer the call. PressCtrl + T to transfer to call.

 

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Table 4-1Quick Reference Table (continued)

Desired Result

Action Performed

Initiating a

To initiate an ad hoc conference, perform the following procedure:

Conference

1. Perform one of the following tasks:

Call

 

a.Right-clickthe call and chooseConference from thecontext-sensitivemenu.

b.Click the appropriate call; click the Conference button on the Call Control toolbar.

c.Click the appropriate call; choose Actions > Conference.

d.Click the appropriate call; press Ctrl + C on the PC keyboard.

Performing the previous tasks places the call on hold, and the conference keypad displays.

2.Using the conference keypad, enter the directory number of the user that you want to add to the conference. Click OK.

3.Click the Conferencebutton, choose Actions > Conference, or press Ctrl + Con the PC keyboard.

Tip If you prefer not to use the conference keypad, you can drag aspeed-dialor directory entry onto theConference button to complete the transaction.

 

 

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Table 4-1Quick Reference Table (continued)

Desired Result

Action Performed

Parking a Call

Note

You can park a call only if the server that is associated with the attendant

 

 

console runs a version of Cisco CallManager Release 3.3 or later.

To park a call, perform the following procedure:

1.Perform one of the following tasks:

a.Right-clickthe call that you want to park; then, chooseCall Park from thecontext-sensitivemenu.

b.Click the call that you want to park; then, click the Call Park button on the Call Control toolbar.

c.Click the call that you want to park; then, from the Actions menu, choose

Call Park.

d.On the PC keyboard, press Ctrl + P.

2.A dialog box displays the directory number where Cisco CallManager parked the call. Click OK.

3.Contact the user that is to retrieve the parked call.

 

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Table 4-1Quick Reference Table (continued)

 

 

 

 

Desired Result

Action Performed

 

 

 

 

Retrieving

To retrieve/revert a parked call, perform the following procedure:

 

(Reverting) a

1. Perform the procedure in the “Parking a Call” section on page 2-10.

 

Parked Call

 

 

 

2.If the user does not answer the call, perform the one of the following tasks to revert the parked call:

a.Right-clickthe call that you want to park; then, chooseRevert Park from thecontext-sensitivemenu.

b.Click the call that you want to park; then, click the Revert Park button on the Call Control toolbar.

c.Click the call that you want to park; then, from the Actions menu, choose

Revert Park.

d.On the PC keyboard, press Ctrl + P.

3.Choose the directory number to revert in the dialog box that displays. Click

Revert.

The active call displays in the Call Details pane.

4.Notify the caller of the situation.

Forwarding a

See the “Using Dial Digits” section on page 3-8 for information on how to perform

Call to Voice

this task.

Mail

 

 

 

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