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4.8.7

ACD and attendant console

Set up the attendant console: overview and wizard

Create a console with the wizard in five steps and maintain it in tabs afterwards.

EasyUC · Version 4.8.7

In EasyUC: Calling Features → Calls → Attendant Console

Images come from the EasyUC lab. Names and example values provide orientation. A different interface language is indicated beside the relevant image.

What it is for

The Attendant Console is the attendant console of EasyUC. A console bundles the reception: queues, attendants with their devices, the busy lamp field and the behaviour by day and night. Calls reach a queue through a script. There an attendant answers them and transfers them.

EasyUC itself keeps every call that comes through the console on a CTI port. Hold, transfer, consultation and undo therefore work from the console, independent of the device. Cisco devices with CTI control can additionally be answered by click.

You set up a new console with a wizard in five steps. Afterwards you maintain the same content in tabs and see in the checklist whether everything is ready.

Prerequisites

  • Licence module acd. For Cisco devices and CUCM calls additionally cucm, for Teams devices and Teams calls teams.
  • Permission: ROLE_APP_ACD_WORKSPACE and ROLE_APP_ACD_ATTENDANT to view, additionally ROLE_APP_ACD_ATTENDANT_EDIT to change. Administrators with ROLE_APP_ADMIN, ROLE_OWNER, ROLE_ADMIN or ROLE_SUPER_ADMIN have all rights of the area.
  • A CTI application user and a Call Control Group with free CTI ports (chapter "Call Control Groups and CTI ports").
  • A script with a number per queue (chapter "Create a script with a number"). The queue can also be saved without a script and completed later.
  • At least one phonebook if attendants are to search for contacts (chapter "Phonebooks for agents and the attendant console").

Step by step: New console with the wizard

  1. Open Calling Features → Calls → Attendant Console.
  2. Click New console (if the list is empty: Start setup).
  3. Step 1 Numbers & queues: Enter the Name of the console, select the CUCM connection and create at least one queue with Script (number). Click Save and continue.
  4. Step 2 Attendants & devices: Add the persons and assign at least one device to each of them. Click Save and continue.
  5. Step 3 Contacts & lamp field: Select the phonebooks and create keys. Click Save and continue.
  6. Step 4 Times: Select Opening hours or Always day. Click Save and continue.
  7. Step 5 Texts & overflow: Check the welcome text, hold announcement, overflow and night action.
  8. Click Finish setup. The console opens with the Checklist tab and the notice Setup finished. Check the list below; green means ready.
  9. If PINs or passwords are generated during creation, the New sign-in data dialog shows them exactly once. Copy them with Copy, pass them on and confirm with I have noted them.

Step by step: Maintain an existing console

  1. In the overview, click Open at the console. If the setup is incomplete, the button is called Continue setup.
  2. Select the tab: Checklist, Numbers & queues, Attendants & devices, Contacts & lamp field, Times, Texts & overflow, Behaviour or Recordings.
  3. Change the fields. Unsaved changes appears at the bottom.
  4. Click Save. Changes are saved per tab. Discard restores the saved state.
  5. Click Preview in the attendant portal to see the console the way an attendant sees it. Nothing can be transferred in the preview.

Step by step: Delete a console

  1. Open the console and switch to the Behaviour tab.
  2. Click Delete console at the bottom and confirm the prompt.
  3. If attendants are still signed in, EasyUC asks: Attendants are still signed in. End their sessions and delete anyway?

Fields and options

Field / actionMeaning and use
Call control (overview)State of the runtime: running, delayed or no free CTI port, disrupted: not reachable, calls continue on the phones, not active: call control is running, the console is disabled, not connected yet. Next to it Free CTI ports: … of ….
Routes (overview)Per pairing of call source and device type: available, disrupted, not active, not connected, follows with round 2c, unknown, call control not reachable.
Key figures per consoleSigned in, Ready, Waiting, Longest wait, plus the current operating mode. Without a connection to the runtime: No live data (call control not reachable).
Setup: … of 5 steps doneProgress of the wizard with a percentage bar.
Save and continue / Save and exit / LeaveButtons of the wizard. A step with errors is not saved; notices (yellow) allow you to continue.
Current operationDay, Night or Special with its source. Switch with Automatic or the operating mode; Valid until selects the duration. See chapter "Opening hours and operating modes".
Delete consoleRemoves queues, keys and assignments. Attendant logins, their devices and the agents are kept.
Sign-in addressBelow the overview you find the address at which attendants sign in: https://<server>/admin/attendant.

Check the result and narrow down errors

  • The tile of the console shows the operating mode and live figures. The Checklist tab shows only green points or Everything is ready.
  • The attendant console is not available on this server yet. It needs an update of admin-api; until then nothing can be saved. The server is older than the user interface.
  • Please check … marked fields. A step contains errors. The fields are marked.
  • This step has errors and will not be saved. Leave anyway? Prompt when leaving the wizard.
  • This tab has unsaved changes. Discard them? Prompt when switching tabs.
  • The preview is not available on this server yet. or The preview could not be opened. Allow the browser to open a new window and try again.
  • Saving failed. possibly with an error ID: Note the ID for your system support.

Related chapters