Contacts and busy lamp field

What it is for

Attendants search for their transfer target in the phonebooks that are assigned to the console. Frequently used targets are placed as keys on the busy lamp field. Each key shows at a glance whether the line is free, ringing or busy. With a stored Teams account it also shows the Teams presence.

The line status comes from the CTI monitoring of CUCM, the presence through Microsoft Graph. The phonebook assignment also has a protective function: Transfers to external numbers are only allowed to contacts of the assigned phonebooks.

Prerequisites

• Licence module acd.
• 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.
• At least one phonebook with entries (chapter "Phonebooks for agents and the attendant console").
• For the line status: live monitoring for all devices on the CUCM connection (chapter "Active calls and live monitoring").
• For the Teams presence: The app of the Teams tenant has the permission Presence.Read.All.

Step by step: Assign phonebooks and have keys suggested

1. Open the console and switch to the Contacts & lamp field tab.
2. Under Phonebooks, tick the phonebooks that are to be searchable in the console. Manage phonebooks takes you to the phonebook page.
3. Click Suggest keys by department. EasyUC saves the selection and builds one group per department.
4. Check the message Suggestion: … groups with … keys. and click Take over.
5. Click Save.

Step by step: Create and order keys by hand

1. Under Key groups, click Group and enter the Group name. The group Favourites is the main group.
2. Under Find contacts, enter a name, department or number.
3. Tick the hits (or Select all shown), select the target group under Into group and click Add … selected.
4. For targets without a phonebook entry, click Speed dial, Colleague or Queue after New key:.
5. Click a key and maintain Label, Number, Reachable via, Deputy (internal number) and Colour.
6. Drag keys by the handle to the desired position. With the keyboard: focus the handle, press the space bar, move with the arrow keys, press the space bar again.
7. Move groups with Move group left and Move group right.
8. Check the Live preview on the right. Change states cycles through demo states.
9. Click Save.

Fields and options

Check the result and narrow down errors

• The live preview shows the groups and keys the way they appear in the console. Unsaved changes appear there immediately.
• Choose at least one phonebook to search in it.
• No phonebook yet. Please create one on the phonebook page first.
• Without a phonebook attendants only reach keys and internal numbers. Notice when saving without a phonebook.
• The phonebook entry of this key is missing. The entry was removed during the last synchronisation. Delete the key or create it again.
• External numbers are only allowed via phonebook contacts. A speed dial with an external number is rejected.
• The deputy must be an internal number. What counts as internal is defined by the Patterns of internal numbers in the Behaviour tab.
• Keys stay grey and hatched in the console: The status is unknown, not free. The reason is shown at the tile: CUCM status unreachable, CUCM returned partial data, Teams status unreachable, Not monitored.
• Checklist point Free lines are recognised not green: Switch on live monitoring for all devices on every CUCM connection. The phonebook page can check the line status.
• Checklist point Teams presence is readable not green: Grant the app of the Teams tenant the permission Presence.Read.All.