While we're on Attendant Consoles

Unanswered Question
Apr 9th, 2010

Using CUCM 7, the attendants consoles handle calls when logged in with no problems.  However, the operators have several other lines/BLFs that they answer as well.  Is it possible that CUCM can see that their phone is busy (when they are on another line) and not send calls to the phone/console?

I've just asked the operator to set themselves to a non-available state when they are on other calls, but this is a frequent complaint.

I have this problem too.
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htluo Fri, 04/09/2010 - 06:48

Well, this is a debatable topic. 

When people configured multiple lines on a device (phone), they intend to use them simultaneously.

"Busy" is a line level concept other than device level (at least from Cisco point of view).

Maybe you can submit a feature request for "device level busy".

Michael

http://htluo.blogspot.com

Jonathan Schulenberg Fri, 04/09/2010 - 17:37

Actually, the PER should probably be phrased to be a "user-level busy" concept similar to how CUPS tracks presence based on line appearences. An basic example of this would be a user with a wired and wireless phone. Just because they aren't using the wired phone at that moment, doesn't mean they aren't busy. The same could apply for a user with a physical phone and a soft phone.

The general ability for attendant console or contact center software to consider what else the user may be doing is lacking across multiple products. IMO the scope (e.g. line level, user level, etc) of what the application takes into consideration when deciding whether to offer a call to an individual should be configurable at an administrativie and user level.


Good luck getting the respective BUs to give that any weight though.

markduffield Tue, 05/25/2010 - 16:31

Hey Jonathan and Michael

Quick question regarding the attendant console.  We purchased the Business Attendant Console and are setting it up here in our 7.1 environment.  We cant seem to figure out how to set this up the way we had it before with the previous version. 

Can you guys confirm that the following is true?

  • Not possible to have a physical 79xx phone with sidecars AND software based Business Attendant Console in use at the same time?
    • we want our receptionist to have the option of using the phone OR using the software to cover the main line.
    • can both be "active" at the same time?
  • Call Park system is totally separate from the UCM call park system?

Some clarification would be very helpful here.

Thanks.

Jonathan Schulenberg Wed, 05/26/2010 - 09:36

Not possible to have a physical 79xx phone with sidecars AND software based Business Attendant Console in use at the same time?

  • we want our receptionist to have the option of using the phone OR using the software to cover the main line.
  • can both be "active" at the same time?

There is nothing about the CUxAC software that prevents an addon module from being present on the phone to my knowledge; however, since the phone is not involved until after the call is answered, I'm not sure how much value it has. The CUxAC products treat the phone as only a path for audio, not control of the call. The attendant cannot answer, park, or otherwise manipulate the call from their phone.

Call Park system is totally separate from the UCM call park system?

Correct.

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