Edition 2

Welcome to the second edition of the Cisco Unified Attendant Console Newsletter. As part of the Cisco Unified Attendant Console community, we wanted to share with you some important information and tips to ensure that you get the best from your attendant console solution.

In this months newsletter we have provided some excellent tips for choosing the right console solution for your customer, deployment tip for the CUxAC 8.0.3 and useful user feature 'hold with notes'. Plus, don't forget to use our online forum!

Sales Tip

THE BEST SOLUTION MAY BE MULTIPLE ATTENDANT CONSOLE PRODUCTS

Do any of your customers need a robust operator console solution and departmental answering capabilities? Instead of using the Cisco Unified Enterprise Attendant Console across the entire organization, consider proposing Business or Enterprise Attendant Console for the main operator staff and the Cisco Unified Department Attendant Console to meet the departmental answering needs. A mix of Cisco Unified Attendant Console products can be deployed against a single Cisco Unified Communications Manager cluster.

Deployment Tip

COMING IN CUXAC 8.0.3: CHANGING FROM END USER TO APPLICATION USER

For the current version of the Cisco Unified Attendant Consoles, the system admin must create an End User within Cisco Unified Communications Manager to allow the Cisco Unified Attendant Console to communicate with the Cisco Unified Communications Manager via TSP. This can become an issue for customers who use Active Directory to synchronize with the Cisco Unified Communications Manager, as the End User profile must exist in AD; and if mandatory password changes are set in AD, the password of this End User must by changed periodically.
 
CUxAC 8.0.3, slated for an August, 2010 public release, will longer use End User to facilitate the Cisco Unified Communications Manager/Cisco Unified Attendant Console communication; instead, the new release will use Application User. The use of Application User will eliminate the issues around AD password policies, allowing the system admin to set the password of the Application User only once.

End User Tip

HOLD WITH NOTES TO IMPROVE CUSTOMER SERVICE LEVELS

Hold with notes is an excellent feature which can give you a lot of extra information about a call. This is especially useful in an environment where multiple calls are coming in at the same time and each has to be handled as quickly as possible. With a simple key press (Page Up) the note window is called up and you can quickly add a note for the call to keep things organized. When there are multiple calls on hold, each with a little description it is very easy to tell which one(s) have a higher priority, who they are waiting for, who the caller is, etc. The notes are easily visible by simply hovering the mouse over the call and are editable to add or remove information as necessary.