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How to setup Attendant Console for two (2) Receptionists / Operators

I have Attendant Console setup for the main receptionist successfully. She has 6 separate lines (1001 - 1006) on the same partition using a 7960 phone.

The backup receptionishts has a 7960 with lines (1007 - 1012. But she doesnt have attendant console yet.

When I tried setting up Attendant Console on the Second Receptionist, I created a separate loging for her and created a user called AC2 on the Global Directory.

I am able to open the Attendant Console but the lines are grayed out. --- After reading it seems that it only uses the AC user in the Global Directory, is this true?

MY QUESTION: How can I successfully setup Attendant Console for 2 (two) receptionists/Operators ? What strategies can you give me?

I have tried everything and they are waiting on me!!!

1 ACCEPTED SOLUTION

Accepted Solutions

Re: How to setup Attendant Console for two (2) Receptionists / O

You use the same AC user in the Directory for all the accounts that you create for you operators, just make sure that you associate the device of this new operator to the AC user. Here is the complete procedure, some of them you already have because of the first user:

1)

Go to CCM Admin > application > install plugins > download "Cisco CallManager

Attendant Console" and "Cisco JTAPI" and install them in receptionist?s PC.

2)

Now, you need to create the "AC" user. Note that the AC user is NOT the

recepcionist. You need both, the AC user and the recepcionist. Use the

following steps to create AC user in an Active Directory environment:

Go to CCM Admin > user > add a new user > use the following settings:

1. In the First Name and Last Name fields, enter ac.

2. In the User ID field, enter ac.

3. In the User Password field, enter 12345 (*)

4. In the Confirm Password field, enter 12345 (*)

5. Enter a PIN and telephone number.

6. >>>>VERY IMPORTANT<<<< Check the "Enable CTI Application Use"

and "Call Park Retrieval Allowed" checkboxes.

3)

At CCM Admin go to service > Cisco CM Attendant console > pilot point >

click on "Add a New Pilot Point" > at the "Pilot Point Configuration"

page, enter the following parameters:

-Pilot Name

-Device Pool

-Calling Search Space

-Pilot Number

-Route Calls to

At CCM Admin, go to service > Cisco CM Attendant console > Cisco CM Attendant

console user > click on "Add a New Attendant Console User" > at the "Attendant

Console User Configuration" page, enter the following information:

-Receptionist?s user ID

-Password

-Confirm password

At CCM Admin, go to service > Cisco CM Attendant console > Hunt group > select

the Pilot point that you created from the left pane > click on "add member" >

use the "Device Member Information" section if you want to associate a physical

device to the hunt group or use the "User Member Information" section if you want

to associate a callmanager user (receptionist?s user ID) to the hunt group > click

on "update".

Please note: if you used the "User Member Information" section to associate a

callmanager user to the hunt group, make sure that the specified phone line is

actually associated to this user. In order to confirm this go to ccm admin > user >

global directory > search/select the user > click on "device association" >

confirm that the phone line (extension) configured on the hunt group is associated

to this user.

Very important:

You need to associate the AC user to the Pilot Point number and to the extension

number used by the receptionist. You need to use the AC user "device association"

page for doing this.

Last, you have to restart the services "Cisco Telephony Call Dispatcher" and "Cisco

CTIManager" on ALL callmanager servers in the cluster. For restarting services, go

to start > programs > admin tools > services > select the service > click on the

"restart" button at the top if the page.

Please note:

-"Cisco Telephony Call Dispatcher" service has to be running on

ALL CallManagers in your cluster.

-Line state updates from the server to the client are sent using

User Datagram Protocol (UDP) packets. If a Network Address

Translation (NAT) device or a firewall separates the client and

server,then the client will most likely not receive line state

updates from the server. Ensure that both client and server are

on the same side of the NAT device or the firewall. If AC client

3 REPLIES

Re: How to setup Attendant Console for two (2) Receptionists / O

You use the same AC user in the Directory for all the accounts that you create for you operators, just make sure that you associate the device of this new operator to the AC user. Here is the complete procedure, some of them you already have because of the first user:

1)

Go to CCM Admin > application > install plugins > download "Cisco CallManager

Attendant Console" and "Cisco JTAPI" and install them in receptionist?s PC.

2)

Now, you need to create the "AC" user. Note that the AC user is NOT the

recepcionist. You need both, the AC user and the recepcionist. Use the

following steps to create AC user in an Active Directory environment:

Go to CCM Admin > user > add a new user > use the following settings:

1. In the First Name and Last Name fields, enter ac.

2. In the User ID field, enter ac.

3. In the User Password field, enter 12345 (*)

4. In the Confirm Password field, enter 12345 (*)

5. Enter a PIN and telephone number.

6. >>>>VERY IMPORTANT<<<< Check the "Enable CTI Application Use"

and "Call Park Retrieval Allowed" checkboxes.

3)

At CCM Admin go to service > Cisco CM Attendant console > pilot point >

click on "Add a New Pilot Point" > at the "Pilot Point Configuration"

page, enter the following parameters:

-Pilot Name

-Device Pool

-Calling Search Space

-Pilot Number

-Route Calls to

At CCM Admin, go to service > Cisco CM Attendant console > Cisco CM Attendant

console user > click on "Add a New Attendant Console User" > at the "Attendant

Console User Configuration" page, enter the following information:

-Receptionist?s user ID

-Password

-Confirm password

At CCM Admin, go to service > Cisco CM Attendant console > Hunt group > select

the Pilot point that you created from the left pane > click on "add member" >

use the "Device Member Information" section if you want to associate a physical

device to the hunt group or use the "User Member Information" section if you want

to associate a callmanager user (receptionist?s user ID) to the hunt group > click

on "update".

Please note: if you used the "User Member Information" section to associate a

callmanager user to the hunt group, make sure that the specified phone line is

actually associated to this user. In order to confirm this go to ccm admin > user >

global directory > search/select the user > click on "device association" >

confirm that the phone line (extension) configured on the hunt group is associated

to this user.

Very important:

You need to associate the AC user to the Pilot Point number and to the extension

number used by the receptionist. You need to use the AC user "device association"

page for doing this.

Last, you have to restart the services "Cisco Telephony Call Dispatcher" and "Cisco

CTIManager" on ALL callmanager servers in the cluster. For restarting services, go

to start > programs > admin tools > services > select the service > click on the

"restart" button at the top if the page.

Please note:

-"Cisco Telephony Call Dispatcher" service has to be running on

ALL CallManagers in your cluster.

-Line state updates from the server to the client are sent using

User Datagram Protocol (UDP) packets. If a Network Address

Translation (NAT) device or a firewall separates the client and

server,then the client will most likely not receive line state

updates from the server. Ensure that both client and server are

on the same side of the NAT device or the firewall. If AC client

New Member

Re: How to setup Attendant Console for two (2) Receptionists / O

Yup all that I was missing was to associate the second device to the "AC" Account.

I didn't know it could be on the same profile... anyhow is working great!

Green

Re: How to setup Attendant Console for two (2) Receptionists / O

Cisco JTAPI is not necessary to run AC client.

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