Unified Attendant Consoles System Test Configuration Release 8.5(1)

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Applicable to UC System Release 8.5(1)

Contents

Introduction

This page provides a reference configuration for Cisco Unified Attendant Consoles within the Cisco Unified Communications deployment. The configuration information is based primarily on testing performed on test beds having Cisco Unified Attendant Consoles configured during Cisco Unified Communications system releases. The intended audience should be able to perform system-level configuration of Cisco Unified Communications components and deployments and be familiar with the Cisco Unified Communications family of products.

TIP: Use Unified Attendant Server (Project Features Tested label) as a keyword to search for related test cases in System Test Results for IP telephony. This topic does not contain detailed step-by-step procedures; for detailed information about installing, configuring, and administering Unified Attendant Consoles, refer to Unified Attendant Consoles documentation.

Design

Cisco Unified Enterprise/Business/Department Attendant Console provides Attendant Console functionality for Unified Communications Manager. This application is specially designed for handling calls and messages. This application enables you to answer calls from predefined set of queues and transfer them to desired extensions. It enables you to perform comprehensive tasks like Call Conference, Call Transfer, Call Parking and Call Retrievals.

Cisco Unified Enterprise/Business/Department Attendant Console includes Server and Client machines. The server acts as the central point of the system and conducts all communications with Unified Communications Manager and clients (Operators).There is no direct communication between the clients (operators) and the Unified Communications Manager or the phones being used.

The Cisco Unified Attendant Console comprises of the following three operator attendant consoles.

  • Cisco Unified Department Attendant Console: For enterprises with support for up to two operator clients and up to 150 Cisco Unified IP Phone users per attendant console system.
  • Cisco Unified Business Attendant Console: For midmarket businesses with support for up to six operator clients and up to 500 Cisco Unified IP Phone users per attendant console system.
  • Cisco Unified Enterprise Attendant Console: For large enterprises with support for 25 operator clients and 100,000 Cisco Unified IP Phone users per attendant console system.

For information on design considerations and guidelines for configuring Attendant Console, see Cisco Unified Communications Manager 8.x Solution Reference Network Design (SRND).

For information on end-to-end RSVP specific deployments and sites where system testing was performed, see Tested Deployments and Site Models for IP telephony.

Topologies

This section contains Unified Attendant Consoles deployment scenario and call flows in system test environment.

Component Deployment

During Cisco Unified Communications Release system testing, Cisco Unified Enterprise Attendant Console server is deployed in Site A. The server is installed on Microsoft Windows 2008 Server and three clients (Operators) are installed on Microsoft Windows Vista. Unified IP Phone 6900, 8900 and 9900 series were used as operators. The Unified Client Services Framework client such as Unified Personal Communicator was also used as Operators.

Figure 1: Cisco Unified Enterprise Attendant Console server is deployed in Site A

SiteModel EUEM MultiCentral CDG.jpg

Cisco Unified Business Attendant Console server is deployed in MidMarket site Site B. One Unified Business Attendant Console client (operator) was deployed in central and another in a remote site. Unified IP Phone 6900, 8900 and 9900 series were used as operators. The Client Services Framework clients such as Unified Personal Communicator were also used as Operators.

Figure 2: Unified Business Attendant Console server is deployed in MidMarket site Site B.

SiteModel MediumBusiness MAN.jpg

The system-wide testing of IP telephony for Cisco Unified Communications System focused on the following Unified Attendant Console component features:

  • Auto dial extensions
  • Operator holding and retrieving calls
  • Call Transfer feature - consult & blind transfer
  • Call Park & retrieval
  • Auto Answer
  • Recall Timer
  • Night Service
  • Emergency
  • Operator Overflow
  • Conferences
  • Directory Integration
  • Adding/Deleting/Editing speed dial
  • Playing ring tones when a queued call is waiting to be answered or when a call is timed out
  • Secondary sorting feature
  • Directory synchronization and LDAP integration

For more information on Unified Attendant Console tested functionality, see IP Telephony Test Results. Use Unified Attendant Server (Project Features Tested label) as a keyword to search for related test cases.

Call Flow Diagram

Example call flow for Unified Attendant Consoles.

ARC-call-flow.jpg

Configuration

This section provides the high-level tasks and related information for configuring Unified Attendant Consoles. Default and recommended values specified in the product documentation were used during system testing to configure Unified Attendant Consoles, except as noted.

The following table provides this information:

Configuration Tasks: List of high-level configuration tasks.

System Test Specifics: System test variations from procedures and settings documented in the product documentation.

More Information: Links to product documentation for detailed configuration information related to the high-level tasks.

Table 1: Unified Attendant Consoles Configuration.

Configuration Task System Test Specific Configuration More information
Unified Attendant Console Manager Configuration   Refer to Engineering section in Cisco Unified Consoles Web Admin and Installation Guides.
Unified Attendant Console System Configuration   Refer to System Configuration section in Cisco Unified Consoles Web Admin and Installation Guides.
Unified Attendant Console User Configuration   Refer to User Configuration section in Cisco Unified Consoles Web Admin and Installation Guides.
Unified Communications Manager Configuration for Cisco Unified Attendant Applications:
1. Set up Unified Attendant Console as an application user.
2. Create a User Group with the correct roles associated.
3. Associate the user with the User Group.
  Refer Appendix A: Creating the Attendant Application End User for Cisco Unified Communications Manager in Cisco Unified Consoles Web Admin and Installation Guides.

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