Embed Size (px)
Citation preview
111© 2003, Cisco Systems, Inc. All rights reserved.AttendantConsole_IP Launch_5.02 111© 2002, Cisco Systems, Inc. All rights reserved.
2© 2003, Cisco Systems, Inc. All rights reserved.AttendantConsole_IP Launch_5.02
Cisco CallManager Attendant Console 1.2
Account Manager Brief April 18, 2003
Gerardo ChavesProduct Manager, IPCBU
333© 2003, Cisco Systems, Inc. All rights reserved.AttendantConsole_IP Launch_5.02
Agenda
• Why a generic attendant console function is required
• Cisco CallManager Attendant console
• Competitive advantages
• Description, operation
• Summary
444© 2003, Cisco Systems, Inc. All rights reserved.AttendantConsole_IP Launch_5.02
Why Is a Generic Attendant Console Function Required?
• Inbound call-handling alternatives
Manual switchboard
DID—direct inward dialing
Automated attendant
Manual attendant console
Hybrid of these solutions
• Manual attendant
Courteous, real person
Great for customer satisfaction
Alternative to auto-attendant/IVR jail
Expensive—capital, people
Console not scalable—50–100 monitored lines
555© 2003, Cisco Systems, Inc. All rights reserved.AttendantConsole_IP Launch_5.02
What Is Cisco CallManager Attendant Console 1.2?
Cost-Effective Tool for Enterprise Attendants and Receptionists to Answer and Greet Callers, then Efficiently Dispatch Calls
666© 2003, Cisco Systems, Inc. All rights reserved.AttendantConsole_IP Launch_5.02
What Is Cisco CallManager Attendant Console 1.2?
• Scale32 hunt groups per Cisco CallManager cluster
16 hunt group members (DN, user-line) per hunt group, 64 if only one hunt group is configured in the cluster
Multiple assigned call loops (simultaneous calls) per Attendant Console (as many as lines configured on IP phone device)
96 Attendant Consoles per Cisco CallManager cluster
512 simultaneous calls per cluster on as many 96 Attendant Console clients
Monitor call state for 30,000 lines
• Distributability—associated with any IP phone in cluster
• Prerequisites—Cisco CallManager 3.2 or later at server; Windows 2000 or Windows XP for client operating system
• Price—$0
• Packaging—Cisco.com download; installs as downloadable plug-ins
777© 2003, Cisco Systems, Inc. All rights reserved.AttendantConsole_IP Launch_5.02
Cisco CallManager Attendant Console Competitive Advantages
TraditionalAttendant Console
TraditionalAttendant Console
CiscoCallManager AC
CiscoCallManager AC
Scale Per ConsoleScale Per Console
Scale Per System Scale Per System
Price Per ConsolePrice Per Console
50–100 Monitored Lines
50–100 Monitored Lines
30,000 Monitored Lines
30,000 Monitored Lines
VariesVaries 512 Simultaneous Calls, 96 Clients
512 Simultaneous Calls, 96 Clients
$0.5K–$2K$0.5K–$2K $0$0
RedundancyRedundancy NoneNoneTriple Call Processing
Redundancy, Auto Failover
Triple Call Processing Redundancy, Auto
Failover
888© 2003, Cisco Systems, Inc. All rights reserved.AttendantConsole_IP Launch_5.02
What is new for Cisco CallManager Attendant Console 1.2?
• More visible icons on SmartLines and line states
• Extended audible alert on call presentation
• Single button direct transfer to destination user’s voicemail
• Call Forwarding status – icon indicator of call forwarding of user’s line to voicemail or another number.
• Ability to park calls and retrieve calls parked by any operator
999© 2003, Cisco Systems, Inc. All rights reserved.AttendantConsole_IP Launch_5.02
Attendant Console Operation— Client GUI Summary
• Drag-and-drop hold, transfer
• Line states
Idle line
Inbound call
Hold
Active
Unknown
• Directory Pane
Search by any fieldin the directory
Sortable columns
Call Forward status icons
101010© 2003, Cisco Systems, Inc. All rights reserved.AttendantConsole_IP Launch_5.02
Cisco CallManager Attendant Console Summary
• 30,000 lines monitored
• 512 simultaneous calls per cluster
• 96 Attendant Console clients per cluster
• Triple Cisco CallManager redundancy
• Cost-effective
111111© 2003, Cisco Systems, Inc. All rights reserved.AttendantConsole_IP Launch_5.02
Services and Support Uniquely Provide:
• Reduced time, complexity, costs
• Faster business results
• Resilience and scalability
• A competitive advantage
121212© 2003, Cisco Systems, Inc. All rights reserved.AttendantConsole_IP Launch_5.02
Cisco IP Communications Service and Support Ecosystem
12
Cisco Systems
CustomerCustomer
Customer
Customer
Advanced Technology Provider and Service Specialization
Partners
Advanced Technology Provider and Service Specialization
Partners
• Knowledge Base• Knowledge Base
Cisco Intellectual Property
Cisco Intellectual Property
• Tools• Tools• Expertise• Expertise
• Best Practices• Best Practices• Training• Training
131313© 2003, Cisco Systems, Inc. All rights reserved.AttendantConsole_IP Launch_5.02
Cisco IP CommunicationsService and Support Programs
13
Cisco Systems
Advanced Technology Provider Advanced Technology Provider and Service Specialization and Service Specialization
PartnersPartners
Advanced Technology Provider Advanced Technology Provider and Service Specialization and Service Specialization
PartnersPartners
Cisco Intellectual Property
Cisco Intellectual Property
• Knowledge Base• Knowledge Base• Tools• Tools
• Expertise• Expertise• Best Practices• Best Practices
• Training• Training
Partner Deployment ServicesPresales Assessment—Planning—Design—Implementation—
Remote Network Operations
Technical Support Services
• Cisco SMARTnet® support, Cisco SMARTnet Onsite
• Software Application Support plus Upgrades
Advanced Services• Technology Application
Support for IP Telephony
• Technology Application Support for Cisco IP Contact Center
• Business Essential Solution for Cisco ICM
• Total Implementation Solutions for Cisco MCS
141414© 2003, Cisco Systems, Inc. All rights reserved.AttendantConsole_IP Launch_5.02 141414
