Working at the attendant console

What it is for

The attendant console is a web page for attendants. It shows the queue on the left, your own calls in the middle and the contact search with the busy lamp field on the right. The attendant conducts the conversation on the phone or in Teams; the console controls the call.

You transfer by dragging the call card onto a contact or with the keyboard. With safe transfer EasyUC waits for the target and brings the call back if nobody answers. As long as the undo bar is visible, a transfer can be taken back.

If the connection to the server fails, calls continue on the phone. The console shows the state of the connection.

Prerequisites

• Licence module acd. Without the module the page shows Attendant console not available.
• An attendant login that is assigned to a console, with at least one active device (chapter "Assign attendants and devices"). An EasyUC role is not required.
• The console is active and in day mode so that calls appear in the queue.
• A current browser. For the Microsoft sign-in, pop-ups must be allowed for EasyUC.

Step by step: Sign in and choose a device

1. Open https://<server>/admin/attendant.
2. Enter Login and Password or PIN and click Sign in. The same credentials apply as at the agent workplace: PIN, local password or CUCM password. If a Microsoft organisation is set up, Sign in with Microsoft is shown below.
3. Under Which device are you using today?, choose your device. Each device shows which calls it can take (CUCM calls, Teams calls) and whether it is Free or In another session.
4. Under How do you want to start?, choose Ready or Paused.
5. Click Start.

Step by step: Take and transfer a call

1. In the Queue, click Take next or press F2. Alternatively, drag a call card into the My calls area.
2. Answer on the device if the console asks for it (Please answer on your phone., Please answer in Microsoft Teams.). Cisco devices with CTI control answer by click.
3. Answer with the Greeting shown on the call card.
4. Just start typing. The search starts and shows contacts with their line status.
5. Highlight the target with the arrow keys and press Enter for Connect or Shift+Enter for Consult. With the mouse, drag the call card onto the contact and drop it on Connect or Consult.
6. After Connect the card shows Transferring to … and the remaining time returns in … s. At the bottom the bar Transferred to … appears with Undo.
7. If the target answers, the call is done. If it does not answer, the call comes back with the reason and you choose one of the Quick actions, for example Try again, Mobile, Deputy, Callback note or Back to queue.

Step by step: Consultation, hold and note

1. Start the consultation with Shift+Enter or through the Consult zone. The caller is put on hold and you talk to the target.
2. Click Connect to hand over the caller, Swap to switch between the two, or End consultation to return to the caller.
3. Put a call on hold with F4 or Hold and continue it with Resume.
4. Click Note and enter, for example, a callback request.
5. Hand back an offered call with Give back or put a call back with To queue.
6. End a call with Hang up.

Step by step: Pause, queues, change device, sign out

1. In the header, under Your status, switch between Ready and Paused. The pause reasons available are Break, After-call work and Other.
2. Under Queues, join or leave individual queues.
3. Click Change device to take over another device. This works as long as no calls are in progress.
4. Adjust the display with Smaller text, Larger text, High contrast and Language.
5. Press ? to open the help with all keyboard shortcuts and the colour legend.
6. Click Sign out. If calls are active, the console asks for confirmation; the calls continue on the phone but no longer appear in the console.

Fields and options: Keyboard shortcuts

Fields and options: Displays

Check the result and narrow down errors

• After Start the header shows the name of the console, the status Ready and the connection Live.
• Sign-in failed. Please check your login and password. After several failed attempts the access is locked for 15 minutes. The administration can unlock it.
• Your account is not assigned to an attendant console yet. Please contact your administrator.
• No device has been set up for you yet. Please contact your administrator.
• This device is currently used in another session. With End my other session and take over the device you get it back.
• Sign-in via CUCM is currently unavailable. Please try again shortly.
• There is no waiting call you can take right now. The queue is empty, or waiting calls cannot be delivered to your device type.
• The transfer failed. The call is back with you. Check the target and try again.
• The phone system rejected the action. The call is back with you.
• No free CTI port. Please try again later. The Call Control Group is fully used.
• Call control is currently unavailable. Calls continue on your phone.
• Available in a later version. The action is not yet implemented for this call or this device. This applies, among others, to parking, transfer to voicemail, conference and the control of Teams calls after answering; you control these in the Teams client.
• Not available for calls that did not come through the console. EasyUC does not hold direct calls to the line itself.