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4.8.7

ACD and attendant console

Checklist and device check of the console

Use the checklist to find out whether console, CUCM, devices and paths are ready for operation.

EasyUC · Version 4.8.7

In EasyUC: Calling Features → Calls → Attendant Console → Open → Checklist

What it is for

The checklist is the first tab of every console. It checks the setup against the actual state: are there enough attendants, does the number reach the queue, does the CTI application user have all roles, can every device be controlled, are there free CTI ports.

Every point has a traffic light. Green means ready, yellow means please check, red means action required, grey means not applicable. Each open point carries a hint that says what to do. Some points can be fixed directly from the list.

Prerequisites

  • Licence module acd.
  • Permission: ROLE_APP_ACD_WORKSPACE and ROLE_APP_ACD_ATTENDANT. For fixes also ROLE_APP_ACD_ATTENDANT_EDIT. Administrators with ROLE_APP_ADMIN, ROLE_OWNER, ROLE_ADMIN or ROLE_SUPER_ADMIN have all rights of the area.
  • A console that has been created. The check is useful once the wizard has been completed.

Step by step

  1. Open Calling Features → Calls → Attendant Console and click Checklist or Open for the console.
  2. Read the counters at the top: … to fix, … to check, … OK.
  3. Leave Only open points switched on to see only red and yellow points.
  4. Work through the groups from top to bottom. For each point, read the message and the hint.
  5. Click Go there to jump to the tab in which the point is fixed.
  6. Where offered, click Repair CTI user, Assign device or Unlock. The message The fix was started. The list is checked again in a moment. confirms the start.
  7. Click Check devices now to check all devices afresh against CUCM and Teams.
  8. Confirm points that cannot be checked automatically with Confirm. Confirm only what you have checked yourself.
  9. Click Check again until no red points remain open.

Fields and options

Field / actionMeaning and use
ConsoleConsole is set up: complete the wizard and enable at least one queue.
AttendantsEnough attendants (a second attendant covers breaks), Attendants can sign in (remove the lock or assign a PIN or password).
QueuesScript routes callers into the queue (Queue block without agent targets, connected from the start), CUCM number reaches the queue (script active, check the CTI route point), Teams number reaches the queue, Overflow and night action also work for Teams callers.
CUCMCTI user has all required roles, Console uses the CTI connection of call control (the console and the CTI application user must use the same CUCM connection).
Devices (Cisco)Device and line exist in CUCM, Device can be controlled by CTI ("Allow Control of Device from CTI"), Device is assigned to the CTI user, Line is not shared with other devices, No forward on no answer, Automatic answering works (Auto Answer on the line).
Devices (Teams)Teams user and number found, Teams presence is readable (Presence.Read.All), Voicemail and forwarding on no answer are off (can only be confirmed manually).
Call controlCall control is running, Enough free CTI ports: the Call Control Group of the script needs free, registered CTI ports with Max Calls of at least 2 and Busy Trigger 1.
Call deliveryOne point per path: CUCM calls can be delivered to Cisco devices, CUCM calls can be delivered to Teams devices, Teams calls can be delivered to Cisco devices, Teams calls can be delivered to Teams devices.
Busy lamp fieldFree lines are recognised: live monitoring for all devices on every CUCM connection.
PhonebooksPhonebooks assigned.
Times / Night modeOpening hours set, Night action is complete.
VoicemailVoicemail pilot set, so that keys can transfer to voicemail.
LicencePlaceholder point with the hint Licensing is not decided yet.

Check the result and narrow down errors

  • Goal: Everything is ready with the text No open points. Switch off the filter to see all checks.
  • Call control is running red with The media service does not report back. Calls continue on the phones; please inform your system administrator. The media server is stopped or cannot be reached.
  • Call control is running yellow: if the console is switched off, this is intended. Otherwise wait a moment.
  • Enough free CTI ports red or yellow: add ports or set Max Calls and Busy Trigger on the lines of the CTI ports in CUCM.
  • Device is assigned to the CTI user red: click Assign device. If there is no CTI user yet, set it up first on the Call Control Groups page.
  • Line is not shared with other devices yellow: if the line is on several devices, answering on another device counts as answering, and commands to this device do not apply to the call. Use a dedicated line for the console.
  • Console uses the CTI connection of call control red: save the CTI user in the CUCM connection of this console, or select the connection of the CTI user in the Numbers & queues tab.
  • Paths with Teams with the hint This path comes with the Teams integration of the console. The point turns green as soon as it is ready.: the path is not in operation on this system. Do not plan on answering for this pairing.

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