Техническая Спецификация для Cisco Cisco CRM Communications Connector
Data Sheet
© 2011 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information.
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Set up shortcut keys for accessing the operator features
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Receive popup notifications of incoming calls
Ability to View Incoming and Operator-Extended Calls in Call Queues
The Cisco Unified CallConnector Operator call queues display both the incoming calls, organized into administrator-
defined call queues, and calls that the operator has extended to employees, put on hold, or parked. From the call-
queue window, the operator can:
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View the incoming calls waiting to be answered
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Answer the longest-waiting highest-priority call or a specific waiting call
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View the calls that have been placed on hold or transferred to park slots or other numbers
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Recall the longest-waiting, timed-out call or bring back a specific call
The call-queue window supports the features listed in Table 1.
Table 1.
Features Available in the Cisco Unified CallConnector Operator Call-Queue Window
Multiple queues
The system administrator can configure multiple incoming call queues in addition to the predefined held,
parked, and transferred call queues.
parked, and transferred call queues.
Customized queues
For each queue, the administrator can specify the priority level, timeout values, greeting text, and busy or
unavailable routing.
unavailable routing.
Progress bar display
A progress bar displays the duration of the calls in the queues. Icons change to indicate a timed-out condition.
Next call
Operators can answer the longest-waiting, highest-priority call from the incoming call queues with a single
button or key press.
button or key press.
Answer specific call
Operators can answer a specific call from the list of calls in the call queues.
Recall extended calls
The recall feature picks up and connects to the highest-priority, longest-waiting timed-out call from the parked
and transferred queues.
and transferred queues.
Unavailable routing
When the operators are unavailable or busy, incoming calls can be routed to predefined night or operator busy
numbers.
numbers.
Powerful, Multi-field Search to Locate Contacts in Organizational, External, or Outlook Directories
The Cisco Unified CallConnector Operator directory displays a list of names with detailed contact information and
integrated click-to-call and click-to-send services using the contact information. Operators can maintain extensive
information about the organizational contacts, quickly locate entries, and directly transfer calls or send messages to
them. The organizational directory also displays the telephone status (idle, ringing, or connected) as well as the
employee’s availability (available, busy, or away) and current location (work, home, traveling, or vacation) with
graphical icons.
Operators can locate contacts simply by entering the first few letters of any information about that contact – such as
first or last name, department, or phone number. The directory window displays the matching results.
The directory supports the functions listed in Table 2.
Table 2.
Features Available in Cisco Unified CallConnector Operator Directory
Multiple directories
Operators can access contact information from four directories – organizational with phone status display,
external with import option from a comma-separated value (CSV) file or Outlook folder, personal directory, and
Outlook Private Address List.
external with import option from a comma-separated value (CSV) file or Outlook folder, personal directory, and
Outlook Private Address List.
Customizable views
Operators can customize how the directory information is presented by selecting the information fields to view
and the display style – tabular or hierarchical.
and the display style – tabular or hierarchical.
Global search
Operators can quickly locate a contact by entering the first few letters. The search can be for names,
departments, or phone numbers of any entry in the directory.
departments, or phone numbers of any entry in the directory.
Multiple listed numbers
Multiple phone numbers are supported per entry, including work, home, mobile, backup, and colleagues’
numbers.
numbers.
Drag and drop
Operators can drag entries to make a call, transfer, pick up a ringing call, or add to a conference.