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Attendant Console/Call Park issue

I'm running ccm 4.1(3) and have an issue with Attendant Console 1.4.1.9. A/C is not showing parked calls in the parked calls box. Should this box show parked calls cluster wide? Is there something I need to configure to get this to work correctly?

Thanks, Glenn

12 REPLIES
Hall of Fame Super Red

Re: Attendant Console/Call Park issue

Hi Glenn,

The Parked Calls Window only shows calls parked by A/C as per this doc;

Parked Calls Window

This window contains the Parked Calls Details pane, which displays calls that you parked at a call park extension. Parking a call places 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.

The Parked Calls entry in the Parked Calls Details pane comprises the following information:

•The directory number of the call that you parked

•The call park extension where you parked the call

•The directory number of the attendant phone that parked the call

For example, the entry in the Park Calls Details pane may read, "2000 parked at 4000 by 3000." This entry indicates that the attendant at directory number 3000 parked the call at directory number 2000 to the extension that Cisco CallManager chose, which, in this case, was call park extension 4000. The call at directory number 2000 remains on hold until the user answers the call or until the parked call reverts to the attendant.

From this doc;

http://www.cisco.com/en/US/products/sw/voicesw/ps555/products_user_guide_chapter09186a0080255f2f.html#wp67963

Hope this helps!

Rob

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Community Member

Re: Attendant Console/Call Park issue

Rob,

Thanks for the response. The problem is that no parked calls are not showing up in the parked calls pane. Regardless of who parked them.

Thanks, Glenn

Green

Re: Attendant Console/Call Park issue

Glen,

1,Upgrade to the latest CCM SR and reinstall AC.

2.Make sure you are using Hunt Groups|Pilot Points, otherwise this will not work.

3.If that doesnt help. Post the detailed CCM|SDL|CTI|SDL-CTI|acclient|TCD traces.

Community Member

Re: Attendant Console/Call Park issue

We are not using hunt groups or pilot points with AC. Is there any documentation that shows you must use them for the call park window to work?

Thanks, Glenn

Green

Re: Attendant Console/Call Park issue

Hi Glenn,

The documentation clearly states that for AC you need to use Hunt Group| Pilot Points.

Not sure if CallPark behaviour is documented or not (I think not)

But since TCD doesnt have control over the call.

The call park event will be ignored and u will get sth like that in the trace:

DEBUG ACClientJTAPIProviderObs.processCallParkEvent(): is not Operator event -> Ignore event

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/4_1/sys_ad/4_1_3/ccmfeat/fsccmac.htm#wp1145198

HTH

//G

Community Member

Re: Attendant Console/Call Park issue

I have the same issue, did you find a solution?

Thanks

Re: Attendant Console/Call Park issue

By design I belive the Attendandt Console software only shows the calls the AC operator parked themselves. Remember AC controls your phone. AC won't show calls that other people parked as it has no knowledge what they are doing.

Test this and confirm. I've never heard of a viewer to show all parked calls system wide.

Green

Re: Attendant Console/Call Park issue

When using AC,

It will show AC parked calls only of other members of the HG that parked the call.

Re: Attendant Console/Call Park issue

The question from the original post was he wants to see Parked calls no matter who/where parked them, which is not a feature of AC.

Community Member

Re: Attendant Console/Call Park issue

Guys the issue is the Parked DN's are not showing up once the AC user logs in. The Park Page is blank. Example the AC user cannot park a call that come in because the AC software does not show call Park DN's even though they are configured in CCM?

Community Member

Re: Attendant Console/Call Park issue

This is supposed to be a feature of A/C. Here is what the A/C help says about the call park window.

This window contains the Parked Calls Details pane, which displays calls that you parked at a call park extension. Parking a call places 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.

The Parked Calls entry in the Parked Calls Details pane comprises the following information:

The directory number of the call that you parked

The call park extension where you parked the call

The directory number of the attendant phone that parked the call

For example, the entry in the Park Calls Details pane may read, "2000 parked at 4000 by 3000." This entry indicates that the attendant at directory number 3000 parked the call at directory number 2000 to the extension that Cisco CallManager chose, which, in this case, was call park extension 4000. The call at directory number 2000 remains on hold until the user answers the call or until the parked call reverts to the attendant.

Note : Cisco CallManager chooses the call park extension, which is based on the configuration that the system administrator entered in Cisco CallManager Administration.

From the Parked Call window, you can view and pick up all calls that are parked by all attendants that are connected to the attendant server. You cannot view and pick up calls that were parked before you logged in to the attendant console.

If the user does not answer the call that is parked at the call park extension, the parked call remains at the extension for a predetermined time, usually 60 seconds, which your system administrator manually configures in Cisco CallManager Administration; then, the call reverts automatically to the Call Control Details pane.

If you want to manually retrieve the parked call, you can do so by using the Revert Park button on the Call Control toolbar, the Revert Park option on the context-sensitive menu or Actions menu, or the Revert Park keyboard shortcut. After you revert the parked call, the call displays in the Call Control Details pane.

Thanks, Glenn

Community Member

Re: Attendant Console/Call Park issue

We have ran into the same issue with one of our clients.

The issue is as follows:

When an AC user parks a call, sometimes the parked call does not show up in the parked calls window (it shows up on the phone) This behavior on this machine is the same regardless if the user is receiving the call via the AC pilot or not.

when we installed AC on another machine we did not run into the same issue.

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