Assign attendants and devices

What it is for

Attendants answer the calls of a console. Each attendant has a login, a role and one or more devices. When signing in, the attendant selects the device used for calls that day.

There are two kinds of logins. An existing agent can be added and signs in with the same sign-in data as at the agent workplace. For persons who are not agents, you create a separate attendant login.

Four device types are available: Cisco desk phone, Jabber or Webex softphone, Microsoft Teams desk phone and Microsoft Teams app. With Cisco devices, EasyUC controls the phone via CTI. With Teams, the call rings at the user account, that is on all Teams devices of this account at the same time.

Prerequisites

• Licence module acd. Cisco devices need cucm, Teams devices 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.
• For Cisco devices: The phone exists in CUCM, is assigned to a user and allows "Allow Control of Device from CTI". The line should be on this device only and should have no call forward no answer to voicemail.
• For Teams devices: The user has a Teams phone number. Voicemail and forwarding on no answer are switched off for this user.
• For sign-in with the CUCM password: the CUCM module and an end user in CUCM.

Step by step: Add an agent as attendant

1. Open the console and switch to the Attendants & devices tab.
2. Under Add an existing agent, select the agent and click Add.
3. Select the Role: Attendant or Lead. The first attendant of a console is preset as lead.
4. If required, enter the Teams account (UPN). It is used for Teams devices and presence.

Step by step: Create a separate attendant login

1. Click New attendant login.
2. Enter Display name and Sign-in name.
3. Under Sign in with, select PIN (digits only), Password or CUCM password.
4. For PIN or password: Select Generate or Enter myself. For CUCM password, enter the CUCM user ID.
5. Select the Role.

Step by step: Assign a Cisco device

1. At the attendant, click Suggest devices to take over the attendant's devices from the directory, or click Add device.
2. Under On which device does this attendant speak?, select Cisco desk phone or Jabber or Webex softphone.
3. Under Cisco user and phone, search for the user in CUCM.
4. Under Assigned Cisco phone, select the phone, and under Line on the phone the line.
5. Enter a Label, for example Tischtelefon Empfang.
6. If required, switch on Answer offered calls automatically.
7. Leave Active switched on and, with several devices, set one as Default.
8. Click Save. Generated sign-in data now appears once in the New sign-in data dialog.
9. At the device, click Check device now and then Test call. EasyUC rings the device from a free CTI port and plays a test text.

Step by step: Assign a Teams device

1. Click Add device and select Microsoft Teams app or Microsoft Teams desk phone.
2. Under Microsoft Teams user and endpoint, search for the user by name, e-mail or phone number.
3. Check the Teams number in +E.164 format, for example +493012345101.
4. For the desk phone, select the physical phone under Assigned Teams phone.
5. Enter a Label and click Save.
6. In the checklist, confirm the point Voicemail and forwarding on no answer are off after you have checked the user's call settings in Teams.

Fields and options: Login

Fields and options: Devices

Check the result and narrow down errors

• Test call: Test call running: the device should ring now. and after answering Answered. The test text is now playing on the device.
• Not answered: no answer within 20 seconds. The device rang, nobody picked up.
• Forwarded: a call forward or voicemail took the call. Switch off or lengthen call forward no answer on this line.
• No free CTI port for the test call. Please try again later.
• A test call only works for a saved, enabled Cisco device with a line (directory number).
• Add at least one attendant. and Add at least one active device. Required entries.
• Only one attendant: breaks and sick days are not covered. Notice. Create a second person.
• Nobody is lead, so nobody can switch day and night from the console.
• An agent already uses this sign-in name. Add the agent instead.
• Softphones on Android and iPhone cannot be answered by click; the attendant answers in the app.
• Queue calls from … cannot reach this device right now. The route between call source and device type is not available. The section Which device can do what? and the checklist show the state per route.
• The telephony directory could not be loaded. CUCM or Graph is not reachable. Manual entry remains possible.