Server and Administration Configuration

Step 1.

Add Cisco CallManager Attendant Console users. These individual users will use the Cisco CallManager Attendant Console application. They are not the same as directory users that you configure in the User area of the Cisco CallManager Administration window.

Step 2.

Create the ac user and associate all pilot point devices with the user. You must configure one user named "ac" and associate the attendant IP Phones and the pilot points with the user. If you do not configure this user, the Attendant Console cannot interact with Cisco CTIManager, and the attendant cannot receive calls.

Step 3.

Configure the pilot point for the Cisco CallManager Attendant Console. The pilot point is a DN that provides access to Cisco CallManager Attendant Console users indirectly through hunt groups. The pilot point usually maps to the general company number (switchboard number), but it can use a DN outside of the Direct Inward Dial (DID) range.

Step 4.

Configure hunt groups. Hunt groups consist of Cisco CallManager Attendant Console users or DNs. When adding a Cisco CallManager Attendant Console user with multiple line numbers to the hunt group, you must specify which line to use.

Step 5.

Activate Cisco TCD and CTIManager services. Verify that the Cisco TCD service activates and runs on all servers that are running the Cisco CallManager service. Verify that the Cisco CTIManager service activates and runs on at least one server in the cluster.

Step 6.

Access the Attendant Console Configuration Tool. At a minimum, change the default username and password of the ac user and, optionally, configure queuing and assess other hunting options not available directly from the Pilot Point Configuration window in Cisco CallManager Administration.

Step 1.

Open the Cisco CallManager Attendant Console User Configuration window and choose Service > Cisco CM Attendant Console > Cisco CM Attendant Console User.

Step 2.

In the upper-right corner of the window, click the Add a New Attendant Console User link. The Attendant Console User Configuration window shown in Figure 18-5 appears.

Figure 18-5. Adding an Attendant Console User

Step 3.

Create user accounts for each Cisco CallManager Attendant Console user by entering the appropriate user ID (username) and password for each account.

Step 4.

Click Insert when you are finished.

Step 1.

Choose User > Add a New User in the Cisco CallManager Administration window.

Step 2.

Enter ac in the First Name and Last Name fields.

Step 3.

Enter ac in the User ID field.

Step 4.

Enter 12345 in the User Password field.

Step 5.

Enter 12345 in the Confirm Password field.

Step 6.

"ac" and "12345" are mandatory default settings when first configuring the Attendant Console user.

Step 7.

Enter a personal identification number (PIN) and telephone number.

Step 8.

Check the Enable CTI Application Use check box. You must check this box for the Cisco CallManager Attendant Console to interact with Cisco CTIManager.

Step 9.

Check the Call Park Retrieval Allowed check box. The user configuration should now resemble the settings shown in Figure 18-6.

Figure 18-6. Adding the Attendant Console "ac" User

Step 10.

Click Insert.

Step 11.

Associate all attendant Cisco IP Phones and pilot points with the ac user.

Pilot Name

Enter up to 50 alphanumeric characters, including spaces, to specify a descriptive name for the pilot point.

Device Pool

Assign the pilot point to a device pool. The device pool has the Cisco CallManager whose Cisco TCD service will service this pilot point.

Partition

Choose the partition to which the pilot point belongs. Make sure that the pilot point that you enter in the Pilot Number field is unique within the partition that you choose. If you do not want to restrict access to the pilot number, choose None for the partition.

Calling Search Space

To designate the partitions that the pilot point searches when it attempts to route a call, choose a calling search space from the drop-down list.

Pilot Number

Enter a DN into this field to designate a DN for this pilot point.

Verify that this number is unique throughout the system; it cannot be a shared line appearance.

Route Calls To

Choose the mechanism to distribute calls to hunt group members:

• Choose the First Available Hunt Group Member option to route incoming calls to the first available member of a hunt group. This is the default setting.
• Choose the Longest Idle Hunt Group Member option to order members based on the length of time that each DN or line has remained idle.

If the voice-mail number is the longest-idle member of the group, Cisco TCD will route the call to voice mail without first checking the other members of the group.

If you want to use the Circular Hunting or Broadcast Hunting routing options, use the Attendant Console Configuration Tool.

Location

Designates a Call Admission Control (CAC) location for the pilot point to be used with bandwidth control.

Partition

If a hunt group member is a DN, you can click the drop-down arrow to view the values for the Partition field and then choose the appropriate option. Enter the DN in the Directory Number field in the Device Member Information section.

The partition designates the route partition to which the DN belongs.

If the DN for this hunt group member is in a partition, you must choose a partition.

If the DN is not in a partition, choose None.

Directory Number

Enter the DN of the hunt group member device in this field. When the DN is not in the specified partition, an error message appears.

Always Route Member

Always Route Member is an optional check box that applies to DNs only. If this check box is checked, Cisco TCD always routes the call to this hunt group member, regardless of whether it is busy. Cisco TCD does not check whether the line is available before routing the call.

To manage overflow conditions, check this check box for voice-messaging or Auto Attendant numbers that handle multiple simultaneous calls.

User Name

If the hunt group member is a user and line number, fill in only the User Name and Line Number fields in the User Member Information section.

From the drop-down list, choose Attendant Console users who will serve as hunt group members.

Only Attendant Console users who are added in the Cisco CallManager Attendant Console User Configuration window appear in this list.

Line Number

From the drop-down list, choose the appropriate line numbers for the hunt group.

You can add the same user to the same line only once within a single hunt group. For example, you cannot add Mary Brown, Line 1, more than once in the hunt group.

Step 1.

In the Cisco CallManager Administration window, choose Application > Cisco CallManager Serviceability. The Cisco CallManager Serviceability window appears.

Step 2.

Choose Tools > Service Activation. The Service Activation window displays the list of servers.

Step 3.

From the Servers list, choose the server where Cisco CallManager is running. The Service Activation window shown in Figure 18-9 appears.

The window displays the service names for the server that you chose and the activation status of the services. Verify the active status of the Cisco Telephony Call Dispatcher and CTIManager services, or follow the remaining steps to activate them.

Figure 18-9. TCD and CTIManager Service Activation

Step 4.

Check the check boxes next to the Cisco Telephony Call Dispatcher and CTIManager services.

Step 5.

Click Update.

Step 1.

Verify that the PC is running Microsoft Windows 2000 or Windows XP and has network connectivity to the Cisco CallManager.

Step 2.

Install the Cisco CallManager Attendant Console plug-in on each attendant PC.

• Download the Cisco CallManager Attendant Console plug-in by choosing Application > Install Plugins in the Cisco CallManager Administration window.
• Save the CiscoAttendantConsoleClient.exe file to the local machine.
• Launch the CiscoAttendantConsoleClient.exe file.

Step 3.

As soon as the Attendant Console application launches, the settings window appears. Configure the Cisco CallManager Attendant Console settings on the attendant PC, as shown in Figure 18-12.

• Specify the IP address of the Cisco CallManager TCD server and the DN of the associated IP phone, and click Save.
• Provide the username and password.

Figure 18-12. Configuring the Attendant Console Client