Cisco Cisco Smart CallConnector Server and Advanced Client Maintenance Manual
Chapter 8 Configuring Operator Parameters
8-6 Cisco CallConnector Server
8.2.1.3 Routing of incoming calls when operators are Busy or Not Available
(Night time/Off-hours periods)
When operators are not available to take calls, the organizations incoming calls need to be re-
routed to alternate numbers or allowed to leave voice messages.
routed to alternate numbers or allowed to leave voice messages.
Busy condition is when there are no operators available to take calls during business hours.
Night condition is for call routing during non-working hours.
The re-direction methods vary depending on the incoming call routing methods.
Night condition is for call routing during non-working hours.
The re-direction methods vary depending on the incoming call routing methods.
8.2.1.4 Setting up voice mailboxes and direct-transfer-to-voicemail feature.
In an employee is not available or is busy on a cal, then their calls can be sent to their voice
mailbox. The CallConnector uses the Transfer-to-Voicemail feature
mailbox. The CallConnector uses the Transfer-to-Voicemail feature
1. Setup the voice mailboxes for the employees
2. Enable the Direct Transfer to Voice Mail feature
8.2.1.5 Setting up the Park Numbers to allow calls to be parked for users.
The park numbers are provisioned in the router and available to the Configuration Manager after
download of router phone configuration. Administrators can select the operator park numbers
from this list.
download of router phone configuration. Administrators can select the operator park numbers
from this list.
8.2.1.6 Setting up the overhead or zone paging for parking calls and
announcing the call.
If overhead paging is setup in the router, the administrators can specify the Page DNs for display
in the operator page menu button.
in the operator page menu button.
8.2.2 Configuration Examples
Two operator console configurations will be used to describe the router configuration
requirements
a) Single Operator console position and
b) a customer site with multiple operator console positions with a hunt-group distributing the calls
to these operator positions.
Also each operator position in the example shall handle two types in incoming calls
a) Main Number calls and
b) Customer Service calls.
requirements
a) Single Operator console position and
b) a customer site with multiple operator console positions with a hunt-group distributing the calls
to these operator positions.
Also each operator position in the example shall handle two types in incoming calls
a) Main Number calls and
b) Customer Service calls.
8.2.3 Operator’s Phone
8.2.3.1 Phone Type
The operator’s phone needs to have the processing capacity to handle the expected volume of
incoming calls. The operator phone must be one of 796x, 797x or a SPA525 with the required
number of buttons.
incoming calls. The operator phone must be one of 796x, 797x or a SPA525 with the required
number of buttons.