Attended Console Config

Cisco CallManager Attendant Console
Installation and Administration Guide,

Release 1.1(3)
Caution Unless otherwise stated in this document, Cisco WebAttendant refers to

Cisco CallManager Attendant Console. This document does not apply if you are
using the attendant console with Cisco CallManager Release 3.3. If you are using
Cisco CallManager Attendant Console with Cisco CallManager Release 3.3, refer
to the Cisco CallManager Administration Guide and the Cisco CallManager
System Guide for that release.
Cisco CallManager Attendant Console, a client-server application, allows you to

set up Cisco IP Phones as attendant consoles. Employing a graphical user
interface, the attendant console uses speed-dial buttons and quick directory access
to look up phone numbers, monitor line status, and direct calls. A receptionist or
administrative assistant can use the attendant console to handle calls for a
department or company, or another employee can use it to manage his own
telephone calls.
Corporate Headquarters:
Cisco Systems, Inc., 170 West Tasman Drive, San Jose, CA 95134-1706 USA
Copyright © 2002. Cisco Systems, Inc. All rights reserved.

Contents
The attendant console installs on a PC with IP connectivity to the

Cisco CallManager system. The attendant console works with a Cisco IP Phone
that is registered to a Cisco CallManager system. Multiple attendant consoles can
connect to a single Cisco CallManager system.
The application registers with and receives call-dispatching services from the
Cisco Telephony Call Dispatcher (TCD) service on the Cisco CallManager.
Contents
This document contains the following topics:
• Cisco CallManager Attendant Console Configuration Checklist, page 3
• Before You Begin, page 4
• Configuring Cisco CallManager Attendant Console Users, page 4
• Understanding Pilot Points and Hunt Groups, page 7
• Configuring Pilot Points, page 13
• Configuring Hunt Groups, page 16
• Configuring the ac User in the User Information Window, page 24
• Associating Devices and Pilot Points with the ac User, page 25
• Activating the Cisco Telephony Call Dispatcher Service, page 26
• Activating the CTIManager Service, page 28
• Cisco CallManager Attendant Console Server Configuration, page 29
• Viewing Cisco CallManager Attendant Console Performance Monitors,
page 31
• Cisco CallManager Attendant Console Requirements, page 34
• Understanding the Cisco CallManager Attendant Console Directory, page 36
• Downloading Cisco CallManager Attendant Console from CCO, page 37
• Installing the Cisco CallManager Attendant Console on the User PC, page 38
• Configuring Cisco CallManager Attendant Console Settings on the User PC,
page 39
Cisco CallManager Attendant Console Installation and Administration Guide, Release 1.1(3)
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Cisco CallManager Attendant Console Configuration Checklist
Cisco CallManager Attendant Console Configuration

Checklist
Perform the following steps in the table to set up the attendant console:
Table 1 Attendant Console Configuration Checklist
Configuration Steps Related Procedures and Topics

Step 1 Verify that the servers in the cluster run a Before You Begin, page 4
compatible version of Cisco CallManager.
Step 2 Add attendant console users in Configuring Cisco CallManager Attendant
Cisco CallManager Administration. Console Users, page 4
Step 3 Set up pilot points and hunt groups in Understanding Pilot Points and Hunt Groups,
Cisco CallManager Administration. page 7
Step 4 Configure a user called “ac” in Configuring the ac User in the User Information
Cisco CallManager Administration and Window, page 24
associate the attendant console phones and Associating Devices and Pilot Points with the ac
pilot points to the ac user. User, page 25
Step 5 Make sure that the Cisco Telephony Call Activating the Cisco Telephony Call Dispatcher
Dispatcher (TCD) service activates and Service, page 26
runs on all servers that run the
Cisco CallManager service.
Activating the CTIManager Service, page 28
Make sure that the CTIManager service
runs on one server in the cluster.
Step 6 Make sure that each attendant Cisco IP Phone Requirements for Use with the
Cisco IP Phone is set up correctly for use Attendant Console, page 35
with attendant console.
Step 7 Download the Cisco CallManager Downloading Cisco CallManager Attendant
Attendant Console plugin from the web. Console from CCO, page 37
Step 8 Install and configure the attendant console Installing the Cisco CallManager Attendant
on each attendant console user PC. Console on the User PC, page 38
Configuring Cisco CallManager Attendant
Console Settings on the User PC, page 39
Attendant Console Requirements, page 35
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Before You Begin
Before You Begin

Before you configure and install Cisco CallManager Attendant Console, verify
that the Cisco CallManager cluster associated with the attendant console runs one
of the following versions of Cisco CallManager, which serve as minimum
compatibility requirements:
• Cisco CallManager 3.2(1)
• Cisco CallManager 3.1(3a)
• Cisco CallManager 3.1(2c)
For Cisco CallManager installation and upgrade procedures, click the following
URL and navigate to the appropriate documentation:
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/index.htm
When you download the executable from the web, you automatically replace the
Cisco CallManager Attendant Console plugin in Cisco CallManager
Administration with the plugin that is used for the Cisco CallManager Attendant
Console. You also replace the existing Cisco TCD service with an updated version
of the Cisco TCD service. You must download the executable onto each server in
the cluster.
Configuring Cisco CallManager Attendant Console

Users
Attendant console users comprise special user accounts that are created in the
Cisco CallManager Attendant Console User Configuration window in
Cisco CallManager Administration. Administrators can add or delete attendant
console users and modify user IDs and password information from
Cisco CallManager Administration.
Before a user can log in to an attendant console to answer and direct calls, you
must add the user as an attendant console user and assign the user a password.
Note Be aware that attendant console user IDs and passwords are not the same as
Directory users and passwords that are entered in the User area of
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Configuring Cisco CallManager Attendant Console Users
If a user cannot log in to the attendant console, make sure that Cisco CallManager
and Cisco TCD are both running. Verify that the user has been added in the
Cisco CallManager Attendant Console User Configuration area of
Cisco CallManager Administration and that the correct user name and password
are specified in the attendant console Settings dialog box.
This section covers the following procedures:
• Adding an Attendant Console User, page 5
• Viewing, Updating, and Deleting Attendant Console Users, page 6
Adding an Attendant Console User

This section describes how to add an attendant console user. You must add users
through the Cisco CallManager Attendant Console User Configuration window in
Cisco CallManager Administration before they can log in to an attendant console.
Note Be aware that attendant console user IDs and passwords are not the same as
Directory users and passwords that are entered in the User area of
Cisco CallManager.
Procedure
Step 1 Choose Service > Cisco WebAttendant.

Step 2 In the upper, right corner of the window, click the Cisco CallManager Attendant
Console User Configuration link.
Step 3 Enter the appropriate configuration settings as described in Table 2.
Step 4 Click Insert to add the new user. The Cisco CallManager Attendant Console User
Configuration window refreshes, and the new User ID displays in the list on the
left side of the window.
Step 5 To add additional users, repeat Step 3 and Step 4.
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Configuring Cisco CallManager Attendant Console Users
Viewing, Updating, and Deleting Attendant Console Users

This section describes how to view, update, or delete a Cisco attendant console
user.
Procedure

Step 2 In the upper, right corner of the window, click the Cisco WebAttendant User
Configuration link.
The Cisco WebAttendant User Configuration window displays with a list of
current users on the left side of the window.
Step 3 Click the name of the user that you want to modify or delete.
Step 4 Make the desired changes. See Table 2 for a description of Cisco CallManager
Attendant Console user configuration settings.
Step 5 Click Update to save the changes, Delete to remove the user, or Cancel Changes
to exit the window without making any changes.
Attendant Console User Configuration Settings

Use Table 2, which describes Cisco CallManager Attendant Console user
configuration settings, to complete procedures in the “Adding an Attendant
Console User” and “Viewing, Updating, and Deleting Attendant Console Users”
sections.
Table 2 Attendant Console User Configuration Settings
Field Description
User ID Enter the login name for the new attendant console user.
Enter up to 50 alphanumeric characters.
Password Enter a password of up to 50 alphanumeric characters.
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Understanding Pilot Points and Hunt Groups
Table 2 Attendant Console User Configuration Settings
Field Description
Confirm Re-enter the same password.
Station Type Not used. If specified, the attendant console ignores this
setting.

A pilot point, a virtual directory number that is never busy, alerts the
Cisco Telephony Call Dispatcher (TCD) to receive and direct calls to hunt group
members. A hunt group comprises a list of destinations that determine the call
redirection order.
For Cisco TCD to function properly, make sure that the pilot point number is
unique throughout the system (it cannot be a shared line appearance). When
configuring the pilot point, you must choose one of the following options from the
Pilot Point Configuration window in Cisco CallManager Administration:
• First Available Hunt Group Member—Cisco TCD goes through the members
in the hunt group in order until it finds the first available destination for
routing the call.
• Longest Idle Hunt Group Member—This feature arranges the members of a
hunt group in order from longest to shortest idle time. Cisco TCD finds the
member with the longest idle time and, if available routes the call. If not,
Cisco TCD continues to search through the group. This feature evenly
distributes the incoming call load among the members of the hunt group.
If the voice-mail number is the longest idle member of the group, Cisco TCD will
route the call to voice mail without checking the other members of the group first.
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Note In the Pilot Point Configuration window in Cisco CallManager Administration,

you must choose a device pool associated with the pilot point for pilot point
redundancy to work.
Make sure that you configure the ac user and associate all pilot point numbers
with the ac user. For information on how to perform these tasks, see “Configuring
the ac User in the User Information Window” and “Associating Devices and Pilot
Points with the ac User”.
When a call comes into a pilot point, Cisco TCD uses the hunt group list and the
selected call routing method for that pilot point to determine the call destination.
During hunt group configuration, you must specify one of the following options
for each hunt group member:
• Directory number (device member)
If a directory number is specified, Cisco TCD only checks whether the line is
available (not busy) before routing the call.
• Attendant console user plus a line number (user member)
The number of lines configured for the attendant phone determines the
number of available lines that display in the attendant console graphical user
interface. For example, if you provide the attendant with a Cisco IP Phone
Model 7960 and two attachments of the Cisco IP Phone Expansion Module
7914, a total of 34 lines can display in the graphical user interface if you
associated a directory number with each line.
If a user and line number are specified, Cisco TCD confirms the following
details before routing the call:
– That the user is logged in to the attendant console
– That the user is online
– That the line is available
When you specify a user and line number, the user can log in to and receive
calls on any Cisco IP phone in the cluster that is controlled by the attendant
console.
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Caution To handle overflow conditions, configure your hunt groups, so Cisco TCD can
route calls to one or more attendant consoles or voice-mail numbers. To ensure
that the voice-mail number can handle more than one call at a time, check the
Always Route Member check box in the Hunt Group Configuration window.
Example 1 Pilot Points and Hunt Groups Working Together
Assume a pilot point named Support exists at directory number 4000. The hunt
group for the Support pilot point contains the following members:
• Support Admin, Line 1 and Support Admin, Line 2 (Support Admin
represents the attendant console login for the administrative assistant for
Support.)
• Three directory numbers for support staff, i.e., 1024, 1025, and 1026, listed
in the hunt group in that order
• A voice-mail number, 5060, which is the final member of the hunt group
Figure 1 Pilot Point and Hunt Group Example
Support Pilot Hunt Group members

Point for Support Pilot Point
4000 Support Admin: Line 1 9201 Cisco CallManager

Support Admin: Line 2 9202 Attendant Console
1024 9203 phone
1025 9204
1026
5060
Support Admin
Support staff logged in to
5060 directory numbers Cisco CallManager
1024 Attendant Console
Voice mail 1025
1026
79919
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Understanding Linked Hunt Groups
As shown in Figure 1, the following example describes a simple call-routing

scenario where the user chose First Available Hunt Member during the
configuration of the pilot point:
1. The attendant console receives a call and directs it to the Support Pilot Point,
directory number 4000.
2. Because 4000 is a pilot point and First Available Hunt Group Member is
chosen as the call-routing option, the Cisco Telephony Call Dispatcher
(TCD) that is associated with the pilot point checks the members of the hunt
group in order, beginning with Support Admin, Line 1. Cisco TCD
determines that the Support Admin user is not online, directory number 1024
is busy, directory number 1025 is busy, and directory number 1026 is
available.
3. Cisco TCD routes the call to the first available directory number, which is
1026. Because 1026 is available, the Cisco TCD never checks the 5060
number.

Linking hunt groups together allows the Cisco TCD to search through more than
one hunt group when routing calls. When configured properly, pilot points create
a link between hunt groups. Cisco TCD searches each hunt group according to the
call-routing method chosen during configuration.
Consider the following guidelines when linking hunt groups together:
• Configure the individual pilot points and hunt groups first.
• For all except the last hunt group, make sure that the final member of the hunt
group is the pilot point for the next hunt group. The pilot point from each
group creates a link between the hunt groups, as seen in Figure 2.
• To handle overflow conditions, choose a voice-mail or auto-attendant number
as the final member of the last linked hunt group in the chain. If Cisco TCD
cannot route the call to any other members in the hunt groups, then the call
goes immediately to the voice-mail number in the final hunt group.
• Check the Always Route Member check box in the Hunt Group Configuration
window for only the final member of each hunt group.
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Caution Cisco strongly recommends that you do not link the last hunt group back to the
first hunt group.
Example 2 Linked Hunt Groups Working Together
Consider the following information shown in Figure 2:

• Three pilot points that are numbered 1, 2, and 3 exist at directory numbers
1000, 2000, and 3000, respectively.
• The last hunt group member of Pilot 1 acts as the pilot point for Pilot 2, while
the last hunt group member of Pilot 2 serves as the pilot point for Pilot 3.
• During hunt group configuration, the administrator checked Always Route
Member for the last member of each hunt group.
• Each hunt group contains four members, including the linked pilot point.
• JSmith, RJones, and CScott designate attendant console users specified as
user/line pairs in the hunt groups.
• In Pilot 2, two directory numbers, 35201 and 35222, exist.
• The final hunt group member of Pilot 3, voice-mail number 5050, handles
overflow conditions. The administrator checked Always Route Member when
he configured this final hunt group member.
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Figure 2 Linked Hunt Group Example
Pilot 1 Pilot 2 Pilot 3
1000 2000 3000
Hunt group Hunt group Hunt group

Members Members Members
JSmith, Line 1 35201 CScott, Line 1
JSmith, Line 2 35222 CScott, Line 2
JSmith, Line 3 RJones, Line 3 CScott, Line3
2000 3000 5050
Call routing method Call routing method Call routing method
55777
First available Longest idle First available
Hunt Group member Hunt Group member Hunt Group member
As represented in Figure 2, the following example describes a simple call- routing

scenario for linked hunt groups:
1. The attendant console receives a call and directs it to the first pilot point of
the chain, directory number 1000.
2. Because 1000 is a pilot point and First Available Hunt Group Member is
chosen as the call-routing method, the Cisco Telephony Call Dispatcher
(TCD) checks the members in the hunt group in order, beginning with JSmith,
Line 1. Cisco TCD determines that the first three members of the hunt group
are unavailable and, therefore, routes the call to directory number 2000, the
link to Pilot 2.
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Configuring Pilot Points
3. When the call reaches Pilot 2, Cisco TCD attempts to route the call to the
longest idle hunt group member. Directory numbers 35201 and 35222 are
busy, and RJones, Line 3, is offline. Cisco TCD routes the call to the last
member of the group, directory number 3000, the link to Pilot 3.
4. Cisco TCD searches through Pilot 3 to find the first available member who is
not busy. When Cisco TCD determines that CScott, Line 2, is the first
available member, Cisco TCD routes the call to that line. Cisco TCD never
checks voice-mail number 5050.

You must configure pilot points and hunt groups through
Cisco CallManager Administration before the Cisco Telephony Call Dispatcher
(TCD) can route calls.
This section contains the following topics:
• Adding a Pilot Point, page 13
• Viewing, Updating, or Deleting a Pilot Point, page 14
• Pilot Point Configuration Settings, page 15
Note After you configure the pilot points, make sure that you configure the ac user and
associate all pilot points with the ac user. For information on how to perform these
tasks, see “Configuring the ac User in the User Information Window” and
“Associating Devices and Pilot Points with the ac User”.
Adding a Pilot Point

This section describes how to add a pilot point.
Procedure

The Pilot Point Configuration window displays, and the list on the left side of the
window shows all currently configured pilot points.
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Step 2 Enter the appropriate settings as described in Table 3.

Step 3 Click Insert.
Now that the pilot point is created, the Pilot Point Configuration window refreshes
to display the name of the new pilot point in the list on the left. The new pilot point
and its settings display.
Once the pilot point is created, you must configure a hunt group to specify how
the calls that come in to the pilot point are redirected.
Viewing, Updating, or Deleting a Pilot Point

This section describes how to view, update, or delete a pilot point.
Note You do not have to restart Cisco TCD or Cisco CallManager after deleting a pilot
point for the deletion to take effect.
Procedure

The Pilot Point Configuration window displays, and the list on the left side of the
window shows all currently configured pilot points.
Step 2 Click the name of the pilot point that you want to modify or delete. The window
refreshes to display information for the chosen pilot point.
Step 3 Make the desired changes. See Table 3 for a description of pilot point
configuration settings.
Step 4 Click Update to modify the pilot point or click Delete to remove the pilot point.
Within approximately 10 minutes after you delete a pilot point, Cisco TCD will
stop directing calls to any hunt group members that are associated with that pilot
point.
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Pilot Point Configuration Settings

Use Table 3, which describes pilot point configuration settings, to complete
procedures in the “Adding a Pilot Point” and “Viewing, Updating, or Deleting a
Pilot Point” sections.
Table 3 Pilot Point Configuration Settings
Field Description
Pilot Name Enter up to 50 alphanumeric characters, including
spaces, to specify a descriptive name for the pilot point.
Device Pool The device pool comprises a group of
Cisco CallManagers in prioritized order. The first
Cisco CallManager in the list represents the primary
Cisco CallManager for the pilot point.
Partition Choose None from the drop-down list box.
Attendant console pilot points do not belong to
partitions.
Calling Search Space To designate the partitions that the pilot point searches
when attempting to route a call, choose a calling search
space from the drop-down list.
Pilot Number (DirN) Enter a directory number into this field to designate a
directory number for this pilot point.
Make sure that this number is unique throughout the
system (that is, it cannot be a shared line appearance).
Route Calls To From the drop-down list, choose the First Available
Hunt Group Member option to route incoming calls
to the first available member of a hunt group.
From the drop-down list, choose the Longest Idle
Hunt Group Member option to order members based
on the time that each directory number or line remains
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.
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Configuring Hunt Groups

After you configure the pilot point, you must configure the hunt group. A hunt
group comprises a list of destinations (either directory numbers or attendant
console user/line numbers) that determine the call redirection order.
This section covers the following procedures:
• Adding Hunt Group Members, page 16
• Configuring Linked Hunt Groups, page 19
• Viewing, Updating, or Deleting Hunt Group Members, page 20
• Hunt Group Configuration Settings, page 21
Adding Hunt Group Members

This section describes how to add hunt group members.
Procedure
Step 1 Choose Service > Cisco WebAttendant. The Pilot Point Configuration window
displays.
Step 2 Choose the pilot point for which you want to add hunt group members. A list of
available pilot points appears on the left side of the Pilot Point Configuration
window.
Step 3 To add hunt group members to this pilot point, click the link to Hunt Group
Configuration in the upper, right corner of the Pilot Point Configuration window.
Figure 3 shows an example of the Hunt Group Configuration window.
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Figure 3 Hunt Group Configuration Window
Step 4 Click Add Member. The Hunt Group Members list initially displays the text
<<Not Configured>>.
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Step 5 Decide whether the hunt group member that you want to add will be a directory
number (device member) or a user and line number (user member):
• If you specify a directory number, Cisco TCD always attempts to route the
call to that number.
Note Cisco TCD handles overflow conditions by routing calls to multiple

attendant consoles or voice-mail numbers. In the Hunt Group
Configuration window, check the Always Route Member check box, so
the voice-mail number receives multiple calls at the same time.
• If you specify an attendant console user and line number, Cisco TCD first
checks whether the attendant console user is logged in to an attendant console
and online before attempting to route the call. When you specify a user and
line number, the user can log in to and receive calls on any Cisco IP Phone in
the cluster that is controlled by the attendant console.
Step 6 Enter the appropriate configuration settings for the new hunt group member as
described in Table 4:
• If the hunt group member is a directory number, fill in only the Partition and
Directory Number fields in the Device Member Information section. The
optional Always Route Member check box only applies to directory numbers.
• 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.
Note The User Name that you specify designates an attendant console User ID.
This user name does not duplicate a User ID added through the
Cisco CallManager User area of Cisco CallManager Administration.
As you make selections, the Hunt Group Members list box reflects the
information that you choose. The Hunt Group Members list displays either the
device directory number or the attendant console user name and line number; for
example:
#1 Call directory number 35201 (directory number example)
#2 Direct Call to Mary Brown, Line 1 (user and line number example)
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Step 7 To add more hunt group members to the pilot point, repeat Step 5 and Step 6.
Note To reorder the hunt group list, choose the member that you want to reorder
from the list. Then, using the up and down arrows, move that member to
a new position in the list.
Step 8 Click Update to save the hunt group member information and complete hunt
group configuration.
Configuring Linked Hunt Groups

This section describes how to configure linked hunt groups.
Procedure
Step 1 For each hunt group in the chain, use the following information when performing
Step 1 through Step 6 from the “Adding Hunt Group Members” section on
page 16.
• For all except the last hunt group in the chain, make sure that the final
member of the hunt group is the pilot point for the next hunt group.
Caution Cisco strongly recommends that you do not include any other pilot point numbers
(besides the final member) in the hunt group. Including other pilot point numbers
in the hunt group may cause a continuous route loop.
• Check the Always Route Member check box for only the final member of
each hunt group.
• To handle overflow conditions, choose a voice-mail or auto-attendant number
as the final member of the last linked hunt group in the chain. Check the
Always Route Member check box to ensure that voice mail can handle
multiple, simultaneous calls.
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Step 2 After you configure each hunt group, click Update to save the information.
Caution Cisco strongly recommends that you do not link the last hunt group back to the
first hunt group.
Step 3 Verify configuration of the linked hunt groups by reviewing the information that
you entered in the previous steps.
Viewing, Updating, or Deleting Hunt Group Members

This section describes how to view, update, or delete hunt group members.
Procedure

The Pilot Point Configuration window displays.
Step 2 At the top of the window, click the Hunt Group Configuration link.
The Hunt Group Configuration window displays, and the list on the left side of
the window displays all currently configured pilot points.
Step 3 Click the name of the pilot point associated with the hunt group for which you
want to view, modify, or delete members.
The Hunt Group Configuration window displays information for the chosen pilot
point.
Step 4 Make any desired changes. See Table 4 for a description of hunt group
configuration settings:
• To update settings for a hunt group member, choose that member name in the
list; modify the settings as needed; then, click Update to save the changes.
• To change the order of the hunt group members, choose the name of the
member that you want to move and use the arrow buttons to move it to a new
position in the list.
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• To delete a hunt group member, highlight that member name in the list and
click Delete Member.
• You can press Cancel Changes at any time to restore any settings that you
changed before clicking Update.
Step 5 Click Update to save the changes before leaving the Hunt Group Configuration
window.
Hunt Group Configuration Settings

Use Table 4 to complete procedures in the following sections:
• Adding Hunt Group Members
• Configuring Linked Hunt Groups
• Viewing, Updating, or Deleting Hunt Group Members
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Table 4 Hunt Group Configuration Settings
Field Description
Partition If a hunt group member is a directory number, fill in the
Partition and Directory Number fields in the Device
Member Information section.
This field designates the route partition to which the
directory number belongs:
• If the directory number for this hunt group member
is in a partition, you must choose a partition from
the drop-down list.
• If the directory number is not in a partition, choose
None.
Always Route Member, an optional check box, applies
only to directory numbers.
If this check box is checked, Cisco Telephony Call
Dispatcher (TCD) always routes the call to this hunt
group member, whether it is busy or not.
If this check box is checked, Cisco TCD does not check
whether the line is available before routing the call.
To manage overflow conditions, check this check box
for voice-mail or auto-attendant numbers that handle
multiple, simultaneous calls.
For linked hunt groups, only check the Always Route
Member check box when you are configuring the final
member of each hunt group.
Directory Number Enter the directory number of the hunt group member
device in this field. Make sure that this number is
unique throughout the system (that is, it cannot be a
shared line appearance).
When the directory number is not in the specified
partition, an error dialog box displays.
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Table 4 Hunt Group Configuration Settings (continued)
Field Description
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 that will serve as hunt group members.
Only attendant console user names added using
Cisco CallManager Attendant Console User
Configuration appear in this list.
Line Number From the drop-down list, choose the appropriate line
numbers for the hunt group.
Note 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.
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Configuring the ac User in the User Information Window
Configuring the ac User in the User Information

Window
You must configure one user named “ac” in Cisco CallManager Administration
and associate the attendant phones and the pilot points with the user. If you do not
configure this user, the attendant console cannot interact with CTIManager.
Perform the following procedure to configure the ac user:
Procedure
Step 1 From Cisco CallManager Administration, choose User > Add a New User.
The User Information window displays, as shown in the example in Figure 4.
Figure 4 User Information Window
Step 2 In the First Name and Last Name fields, enter ac or another name that you can
remember.
Step 3 In the User ID field, enter ac.
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Associating Devices and Pilot Points with the ac User
Step 4 In the User Password field, enter 12345.

Step 5 In the Confirm Password field, enter 12345.
Step 6 Enter a PIN and telephone number.
Step 7 Check the Enable CTI Application Use check box. You must check this box for
the attendant console to interact with CTIManager.
Step 8 Click Insert.
Step 9 Associate the devices by performing the procedure in “Associating Devices and
Pilot Points with the ac User” section on page 25.
Associating Devices and Pilot Points with the ac

User
Before the attendant uses the attendant console, you must associate the attendant
console phones and pilot points to the ac user. Perform the following procedure:
Procedure
Step 1 Make sure that the ac user information appears in the User Information window.
If it does not display, perform a search for the user. Refer to the
Cisco CallManager Administration Guide for more information on how to
perform this task.
Step 2 In the Application Profiles column of the User Information window, click Device
Association.
Step 3 Perform one of the following tasks:
a. To view all devices, click Select Devices, and go to Step 4.
b. To limit the list of available devices to a specific selection, enter the criteria
by which you want to search using the following methods:
• Choose device name, description, or directory number.
• Choose the comparison operator.
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Activating the Cisco Telephony Call Dispatcher Service
• Enter a text or number entry.

• Click Select Devices, and go to Step 4.
Step 4 Check the check box(es) of the attendant console phones and pilot point numbers
that Cisco requires that you associate with the user.
Step 5 When you have completed the assignment, click Update to assign the phones to
the ac user.
Activating the Cisco Telephony Call Dispatcher

Service
The attendant console application registers with and receives call dispatching
services from the Cisco Telephony Call Dispatcher (TCD). The Cisco TCD, a
Cisco CallManager service, provides communication among Cisco CallManager
servers, attendant consoles, and the Cisco IP Phones used with the attendant
consoles.
Administration. You also replace the Cisco TCD service.
Note If you use the attendant console in a cluster environment, make sure that you
install and run the Cisco TCD service on all servers that run the
Cisco CallManager service. Attendant console redundancy requires this setup to
work properly; however, not all Cisco TCDs are required to have a route point.
Cisco TCD handles attendant console requests for the following items:
• Call dispatching from pilot point to the appropriate hunt group destination
• Line status (unknown, available, on hook, or off hook)
• User directory information (Cisco TCD stores and periodically updates
directory information for fast lookup by the attendant console.)
26 OL-3593-01
Activating the Cisco Telephony Call Dispatcher Service
Note Cisco TCD only monitors the status of internal devices and phones. An attendant
console user cannot see line state for a phone that is connected to a gateway.
Cisco TCD also provides the mechanism for automated recovery for the attendant
console if a Cisco CallManager fails. If a Cisco CallManager fails, the following
events occur:
• Another Cisco TCD service running on a Cisco CallManager server within
the cluster takes over servicing of the route points associated with the failed
Cisco CallManager.
• The attendant console attached to the failed Cisco TCD service attempts to
locate and connect to the Cisco TCD service on the Cisco CallManager server
where its associated Cisco IP Phone registered after failover.
• When the Cisco CallManager comes back up, its Cisco TCD will resume
servicing its route points and attendant consoles.
Note Automated recovery exists. If a Cisco TCD service fails, another Cisco TCD
service takes over.
The following procedure describes how to verify that the Cisco TCD service is
running and how to start Cisco TCD if it is stopped.
Procedure
Step 1 Choose Application > Cisco CallManager Serviceability.

Step 2 Choose Tools > Control Center.
Step 3 Choose a Cisco CallManager server from the server list on the left side of the
window. The window refreshes.
The Service Name column lists all services that are configured on this server.
OL-3593-01 27
Activating the CTIManager Service
Step 4 Look at the Service Status column for the Cisco Telephony Call Dispatcher:
• If an arrow icon displays, the Cisco TCD service is running.
• If a square icon displays, the Cisco TCD service is stopped.
Step 5 If the Cisco TCD service is not running, click the Start button in the Service
Control column.
Step 6 Activate the Cisco TCD service on all servers in the cluster that run the
Cisco CallManager service.
Activating the CTIManager Service

For hunt groups and the attendant console to function properly, you must start and
run the CTIManager service on one server in the cluster. Perform the following
procedure to start the service:
Procedure
Step 1 Choose Application > Cisco CallManager Serviceability.

Step 2 Choose Tools > Control Center.
Step 3 Choose any server from the server list on the left side of the window. The window
refreshes.
The Service Name column lists all services that are configured on this server.
Step 4 Look at the Service Status column for the CTIManager service:
• If an arrow icon displays, the Cisco TCD service is running.
• If a square icon displays, the Cisco TCD service is stopped.
Step 5 If the service is not running, click the Start button in the Service Control column.
28 OL-3593-01
Cisco CallManager Attendant Console Server Configuration
Cisco CallManager Attendant Console Server

Configuration
The Cisco CallManager Attendant Console Server Configuration window lists
service parameters and enables you to configure trace parameters for the
Cisco Telephony Call Dispatcher (TCD). You obtain information about the
parameters by clicking the “i” button help icon in the upper, right corner of the
Cisco CallManager Attendant Console Server Configuration window.
Caution Do not change any service parameters without permission of a Cisco Technical
Assistance Center engineer. Doing so may cause system failure.
Perform the following steps to update Cisco TCD trace parameters.
Procedure

The Pilot Point Configuration window displays.
Step 2 Click Cisco WebAttendant Server Configuration in the upper, right corner of
the window.
The Cisco CallManager Attendant Console Server Configuration window
appears.
Step 3 Choose a server from the list on the left side of the window or choose a server
from the drop-down box and click Insert.
Step 4 Choose a server from the Cisco CallManager Attendant Console Servers list.
The window refreshes and displays all configured service parameters for the
Cisco TCD. Figure 5 shows an example of the Cisco CallManager Attendant
Console Server Configuration window.
OL-3593-01 29
Cisco CallManager Attendant Console Server Configuration
Figure 5 Cisco CallManager Attendant Console Server Configuration

Window
Note After you insert or choose a server from the Cisco WebAttendant
Configuration window, you can click Trace Configuration in the
Cisco WebAttendant Server Configuration window and then refer to the
Cisco CallManager Serviceability Administration Guide and the
Cisco CallManager Serviceability System Guide to configure trace
parameters.
30 OL-3593-01
Viewing Cisco CallManager Attendant Console Performance Monitors
Viewing Cisco CallManager Attendant Console

Performance Monitors
The CcmLineLinkState performance monitor for the attendant console provides a
quick way to check whether the attendant console is functioning correctly:
• If the CcmLineLinkState counter is 11, this state indicates that Cisco TCD is
functioning normally.
• The left-most digit of CcmLineLinkState indicates whether Cisco TCD is
connected to and registered with the Cisco CallManager CTI. If this digit
is 0, a problem may exist with the CTI or the directory.
• The right-most digit of CcmLineLinkState indicates whether Cisco TCD can
perceive line state information through Cisco CallManager. If this digit is 0,
a problem probably exists with Cisco CallManager.
Note When an attendant console user cannot log in to the attendant console and no line
state information is available, view the CcmLineLinkState performance monitor
to verify that all components of attendant console are functioning properly.
OL-3593-01 31
When viewing a counter report for attendant console, as seen in Figure 6, you may
see similar performance monitoring information.
Figure 6 Sample Performance Counter Report for Cisco CallManager

Attendant Console
The following list gives other performance monitoring information that is

provided for the attendant console:
• Heartbeat—This counter represents the number of seconds that the
Cisco TCD has been running.
• StartTime—This counter represents the time in milliseconds since the
Cisco TCD started. Based on the real-time clock in the PC, this counter
indicates the current time and the length of time since the service started. The
reference point for the real-time clock equals January 1, 1970.
• CallsTotal—This counter represents the total number of all calls that have
occurred since the Cisco TCD service started.
• CallsActive—Do not use this counter. Information in this counter may not
accurately represent the total number of active calls.
32 OL-3593-01
• LinesTotal—Do not use this counter. Information in this counter may not
accurately represent the total number of lines.
• ClientsTotal—This counter represents the total number of attendant consoles
that are currently registered with the Cisco TCD service. This number equals
the number of attendant console users that are configured in the
Cisco CallManager Attendant Console User Configuration window in
• TotalCtiRoutePoints—This counter provides the number of pilot points
(route points) for this Cisco TCD.
• ClientsOnline—This counter represents the total number of attendant
consoles that are currently online. This number equals the number of
configured attendant console users that are currently online. This number
increases by one for each user that goes online and decreases by one for each
user that goes offline.
• PilotPointsTotal—This counter represents the total number of pilot points
that are configured in Cisco CallManager Administration.
• Lines Active—Do not use this counter. Information in this counter may not
accurately represent the total number of active lines.
• LinesIdle—Do not use this counter. Information in this counter may not
accurately represent the total number of idle lines.
• CallsRedirected—This counter represents the total number of redirected calls
for this Cisco TCD service. This number increases every time that a pilot
point receives a call and redirects the call to a member of its hunt group.
• ClientsRegistered—This counter represents the total number of registered
clients for this Cisco TCD service. This number increases by one for each
new registration of a Cisco CallManager Attendant Console client when the
client logs in to the application.
OL-3593-01 33
Cisco CallManager Attendant Console Requirements
• CcmLineLinkState—This counter represents the line state. Line state values

equal 0, 1, 10, or 11. A value of 0 indicates that the Cisco TCD service has
not registered or has not received line link state information from
Cisco CallManager. A value of 1 indicates that the Cisco TCD service has
registered and is receiving line link state information from the
Cisco CallManager. A value of 10 indicates the Cisco TCD service has
logged in to CTI but has not registered or has not received line link state
information from Cisco CallManager. A value of 11 indicates that the TCD
service has logged into CTI, has registered, and is receiving line link state
information.
• Version—This counter represents the Cisco TCD version.
Perform the following procedures to view CcmLineLinkState and other
performance monitoring information for Cisco TCD and the attendant console:
Procedure
Step 1 Log in to the Cisco CallManager server.

Step 2 Choose Start > Programs > Administrative Tools > Performance.
Step 3 Click the View report data icon.
Step 4 Click the + (Add counter) icon.
Step 5 Choose System Monitor; enable All Counters, and choose Cisco CallManager
Attendant Console from the Object drop-down list box.
Step 6 Click Add.
Cisco CallManager Attendant Console

Requirements
See the following sections for PC requirements and Cisco IP Phone requirements
for using the attendant consoles:
• Attendant Console Requirements, page 35
• Cisco IP Phone Requirements for Use with the Attendant Console, page 35
34 OL-3593-01
Cisco CallManager Attendant Console Requirements
Attendant Console Requirements

The following list provides PC requirements for the attendant console:
• Operating system—Microsoft Windows 98, Windows 2000, or
Windows NT 4.0 (highest Service Pack 6) workstation or server
• Network connectivity to the Cisco CallManager
Cisco IP Phone Requirements for Use with the Attendant Console

The attendant console works in conjunction with a Cisco IP Phone. Configure the
attendant console to connect the Cisco IP Phone to its registered
Cisco CallManager server. To do this, make sure that the IP Address or Host
Name field in the Attendant Console Settings dialog box specifies the address of
the Cisco CallManager server to which the Cisco IP Phone is normally registered.
Cisco IP Phones that are used with the attendant console must meet the following
guidelines:
• Use the attendant console with any Cisco IP Phone Model 7960/7940.
• Make sure that the Cisco IP Phone is added as a device in Cisco CallManager
before it is used with the attendant console.
• Do not use a shared-line appearance on any phone that is used with the
attendant console. Make sure that directory numbers assigned to a
Cisco IP Phone do not appear on any other device in the system.
• Make sure that you associate the attendant directory numbers (the pilot points
and devices) with the ac user that you configured in User area of
• Disable call forwarding for lines and directory numbers on Cisco IP Phones
that are used as attendant consoles.
• If an attendant console user will be logging in to the attendant console at more
than one phone, ensure that each phone is set up according to these guidelines
and that each phone is registered with its own attendant console.
• Cisco does not support the use of Cisco CallManager Extension Mobility
with Cisco IP Phones that are used as attendant consoles.
• Cisco does not support the use of call waiting with Cisco IP Phones that are
used as attendant consoles.
OL-3593-01 35
Understanding the Cisco CallManager Attendant Console Directory
Understanding the Cisco CallManager Attendant

Console Directory
The attendant console server reads and caches directory entries at startup; after an
initial handshake determines if the directory entries changed since the previous
log in, the attendant console downloads the directory user list. The attendant
console searches the following files for the user list, as indicated in the following
order:
• Specified user list file on the attendant console
• CorporateDirectory.txt file under the User List Directory on the server
• Automatically generated user list file on the server
The user list file exists in comma separate value (CSV) format and contains the
following information:
• Last Name
• First Name
• Telephone Number
• Department
Note Directory entries without telephone numbers do not display in the attendant
console Directory window.
The attendant console server also stores per-attendant information such as

speed-dial groups/entries and window positions in the directory, which ensures
that each attendant can see the saved information and GUI layout from any
attendant console.
36 OL-3593-01
Downloading Cisco CallManager Attendant Console from CCO
Downloading Cisco CallManager Attendant Console

from CCO
Administration with the new Cisco CallManager Attendant Console plugin that
works with the Cisco CallManager Attendant Console. If you do not download the
files, you cannot use Cisco CallManager Attendant Console. To download the
executable from the web, perform the following procedure on each server in the
cluster:
Procedure
Step 1 Click http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml and complete the

following procedure:
a. Depending on the Cisco CallManager version that is running in the cluster,
click Cisco CallManager Version 3.2 or Cisco CallManager Version 3.1.
b. Download the file executable onto Cisco CallManager server(s) in the cluster.
c. Double-click the downloaded file.
d. Wait while the files load to your server.
e. Choose Install.
Step 2 After the installation completes, restart your computer for the update to take
effect.
Step 3 Make sure that you perform this procedure on each Cisco CallManager server in
the cluster.
OL-3593-01 37
Installing the Cisco CallManager Attendant Console on the User PC
Installing the Cisco CallManager Attendant Console

on the User PC
This section describes how to install the attendant console on a user PC.
Procedure
Step 1 If you have not already done so, add the attendant console user and the phone that
you want to associate with the attendant console to the Cisco CallManager
database.
Step 2 If you have not already done so, download the plugin from the web onto each
server in the cluster. See the “Downloading Cisco CallManager Attendant
Console from CCO” section on page 37.
Step 3 From each Cisco CallManager Attendant Console PC, browse into a server
running Cisco CallManager Administration and log in with administrative
privileges.
Tip To browse into the server, enter http://<CM-server-name>/CCMAdmin/main.asp,

where <CM-server-name> equals the name of the server, in the Address bar in the
web browser.
Step 4 From Cisco CallManager Administration, choose Application > Install Plugins.
Step 5 Click the icon for the Cisco CallManager Attendant Console
(Cisco WebAttendant).
The Cisco CallManager Attendant Console installation wizard runs.
Step 6 Click Yes to acknowledge the installation.
Step 7 Click Next in the initial installation wizard window.
Step 8 You can install the attendant console to the default location or use the Browse
button to specify a new location; after specifying a location, click Next.
Step 9 In the Ready to Install window, click Next.
38 OL-3593-01
Configuring Cisco CallManager Attendant Console Settings on the User PC
Step 10 After the installation program finishes installing files, choose whether you want
to restart the computer now or later; then, click Finish.
Step 11 If prompted, restart the computer.
After you install the application, you can configure or update any attendant
console settings that you did not configure during the installation process.
Configuring Cisco CallManager Attendant Console

Settings on the User PC
On the attendant console user PC, configure each attendant console to meet the
following criteria:
• Provide the attendant console user and password
• Connect to the correct Cisco CallManager TCD server and directory number
for the Cisco IP Phone that the attendant uses with the attendant console
After you install the attendant console, you must configure the attendant console
before a user can log in to the console. Use the procedure in this section to
configure settings that are not specified during installation, to view current
settings, or to update the attendant console configuration.
Once configured, the attendant console operates with the specified settings until
the administrator changes them.
Procedure
Step 1 On the PC where the attendant console is installed, choose

Start > Programs > Cisco CallManager > Cisco CallManager Attendant
Console or click the Cisco CallManager Attendant Console icon on the desktop;
then, click Yes to launch the attendant console.
Step 2 Click Settings.
OL-3593-01 39
Step 3 Enter the appropriate configuration settings, as described in Table 5.

Step 4 Click Save. You have now configured the settings for the attendant console, and
the settings can now be used for call-distribution activities.
Use Table 5, which provides information on attendant console configuration

settings, with the “Configuring Cisco CallManager Attendant Console Settings on
the User PC” section on page 39.
Table 5 Settings Dialog Box
Field/Check Box Notes

Basic Tab (Cisco requires that you enter the information in the
appropriate fields.)
Attendant Server Host Name or Enter the appropriate
IP Address information in the field.
Directory Number of Your Confirm or enter the directory
Phone number of the Cisco IP Phone
that the attendant uses with the
attendant console
Advanced Tab (You can enter information into these optional fields
to change the default settings.)
Path of Local Directory File Enter the user list file that
specifies the directory
information.
Call Processing Server Host Enter the appropriate
Name or IP Address information in the field.
40 OL-3593-01
Table 5 Settings Dialog Box (continued)
Field/Check Box Notes

Local Host IP Address (for line Enter the appropriate
state) information in the field.
Note If the attendant PC has
two Network Interface
Cards (NICs), you can
specify the IP address
that will receive line
state updates.
Enable Trace check box Check the check box to ensure
that you can troubleshooting
issues associated with the
attendant console.
OL-3593-01 41
Obtaining Documentation
Obtaining Documentation
The following sections explain how to obtain documentation from Cisco Systems.
World Wide Web

You can access the most current Cisco documentation on the World Wide Web at
the following URL:
http://www.cisco.com
Translated documentation is available at the following URL:
http://www.cisco.com/public/countries_languages.shtml
Documentation CD-ROM
Cisco documentation and additional literature are available in a Cisco
Documentation CD-ROM package, which is shipped with your product. The
Documentation CD-ROM is updated monthly and may be more current than
printed documentation. The CD-ROM package is available as a single unit or
through an annual subscription.
Ordering Documentation
Cisco documentation is available in the following ways:
• Registered Cisco.com users (Cisco direct customers) can order Cisco product
documentation from the Networking Products MarketPlace:
http://www.cisco.com/cgi-bin/order/order_root.pl
• Registered Cisco.com users can order the Documentation CD-ROM through
the online Subscription Store:
http://www.cisco.com/go/subscription
• Nonregistered Cisco.com users can order documentation through a local
account representative by calling Cisco corporate headquarters (California,
USA) at 408 526-7208 or, elsewhere in North America, by calling 800
553-NETS (6387).
42 OL-3593-01
Obtaining Technical Assistance
Documentation Feedback
If you are reading Cisco product documentation on Cisco.com, you can submit
technical comments electronically. Click the Fax or Email option under the
“Leave Feedback” at the bottom of the Cisco Documentation home page.
You can e-mail your comments to bug-doc@cisco.com.
To submit your comments by mail, use the response card behind the front cover
of your document, or write to the following address:
Cisco Systems, Inc.
Attn: Document Resource Connection
170 West Tasman Drive
San Jose, CA 95134-9883
We appreciate your comments.

Cisco provides Cisco.com as a starting point for all technical assistance.
Customers and partners can obtain documentation, troubleshooting tips, and
sample configurations from online tools by using the Cisco Technical Assistance
Center (TAC) Web Site. Cisco.com registered users have complete access to the
technical support resources on the Cisco TAC Web Site.
Cisco.com
Cisco.com is the foundation of a suite of interactive, networked services that
provides immediate, open access to Cisco information, networking solutions,
services, programs, and resources at any time, from anywhere in the world.
Cisco.com is a highly integrated Internet application and a powerful, easy-to-use
tool that provides a broad range of features and services to help you to
• Streamline business processes and improve productivity
• Resolve technical issues with online support
• Download and test software packages
OL-3593-01 43
• Order Cisco learning materials and merchandise

• Register for online skill assessment, training, and certification programs
You can self-register on Cisco.com to obtain customized information and service.
To access Cisco.com, go to the following URL:
http://www.cisco.com
Technical Assistance Center

The Cisco TAC is available to all customers who need technical assistance with a
Cisco product, technology, or solution. Two types of support are available through
the Cisco TAC: the Cisco TAC Web Site and the Cisco TAC Escalation Center.
Inquiries to Cisco TAC are categorized according to the urgency of the issue:
• Priority level 4 (P4)—You need information or assistance concerning Cisco
product capabilities, product installation, or basic product configuration.
• Priority level 3 (P3)—Your network performance is degraded. Network
functionality is noticeably impaired, but most business operations continue.
• Priority level 2 (P2)—Your production network is severely degraded,
affecting significant aspects of business operations. No workaround is
available.
• Priority level 1 (P1)—Your production network is down, and a critical impact
to business operations will occur if service is not restored quickly. No
workaround is available.
Which Cisco TAC resource you choose is based on the priority of the problem and
the conditions of service contracts, when applicable.
Cisco TAC Web Site

The Cisco TAC Web Site allows you to resolve P3 and P4 issues yourself, saving
both cost and time. The site provides around-the-clock access to online tools,
knowledge bases, and software. To access the Cisco TAC Web Site, go to the
following URL:
http://www.cisco.com/tac
44 OL-3593-01
All customers, partners, and resellers who have a valid Cisco services contract
have complete access to the technical support resources on the Cisco TAC Web
Site. The Cisco TAC Web Site requires a Cisco.com login ID and password. If you
have a valid service contract but do not have a login ID or password, go to the
following URL to register:
http://www.cisco.com/register/
If you cannot resolve your technical issues by using the Cisco TAC Web Site, and
you are a Cisco.com registered, you can open a case online by using the TAC Case
Open tool at the following URL:
http://www.cisco.com/tac/caseopen
If you have Internet access, it is recommended that you open P3 and P4 cases
through the Cisco TAC Web Site.
Cisco TAC Escalation Center

The Cisco TAC Escalation Center addresses issues that are classified as priority
level 1 or priority level 2; these classifications are assigned when severe network
degradation significantly impacts business operations. When you contact the TAC
Escalation Center with a P1 or P2 problem, a Cisco TAC engineer will
automatically open a case.
To obtain a directory of toll-free Cisco TAC telephone numbers for your country,
go to the following URL:
http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml
Before calling, please check with your network operations center to determine the
level of Cisco support services to which your company is entitled; for example,
SMARTnet, SMARTnet Onsite, or Network Supported Accounts (NSA). In
addition, please have available your service agreement number and your product
serial number.
OL-3593-01 45
CCIP, the Cisco Arrow logo, the Cisco Powered Network mark, the Cisco Systems Verified logo, Cisco Unity,
Follow Me Browsing, FormShare, iQ Breakthrough, iQ Expertise, iQ FastTrack, the iQ Logo, iQ Net Readiness
Scorecard, Networking Academy, ScriptShare, SMARTnet, TransPath, and Voice LAN are trademarks of Cisco
Systems, Inc.; Changing the Way We Work, Live, Play, and Learn, Discover All That’s Possible, The Fastest Way
to Increase Your Internet Quotient, and iQuick Study are service marks of Cisco Systems, Inc.; and Aironet, ASIST,
BPX, Catalyst, CCDA, CCDP, CCIE, CCNA, CCNP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco
IOS, the Cisco IOS logo, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Empowering
the Internet Generation, Enterprise/Solver, EtherChannel, EtherSwitch, Fast Step, GigaStack, Internet Quotient,
IOS, IP/TV, LightStream, MGX, MICA, the Networkers logo, Network Registrar, Packet, PIX, Post-Routing,
Pre-Routing, RateMUX, Registrar, SlideCast, StrataView Plus, Stratm, SwitchProbe, TeleRouter, and VCO are
registered trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and certain other countries.
All other trademarks mentioned in this document or Web site are the property of their respective owners. The use of
the word partner does not imply a partnership relationship between Cisco and any other company. (0208R)
46 OL-3593-01

Attended Console Config

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Cisco CallManager Attendant Console

Installation and Administration Guide,

Caution Unless otherwise stated in this document, Cisco WebAttendant refers to

Cisco CallManager Attendant Console, a client-server application, allows you to

Copyright © 2002. Cisco Systems, Inc. All rights reserved.

The attendant console installs on a PC with IP connectivity to the

Cisco CallManager Attendant Console Configuration

Table 1 Attendant Console Configuration Checklist

Configuration Steps Related Procedures and Topics

Before You Begin

Configuring Cisco CallManager Attendant Console

Adding an Attendant Console User

Step 1 Choose Service > Cisco WebAttendant.

Viewing, Updating, and Deleting Attendant Console Users

Step 1 Choose Service > Cisco WebAttendant.

Attendant Console User Configuration Settings

Table 2 Attendant Console User Configuration Settings

Table 2 Attendant Console User Configuration Settings

Understanding Pilot Points and Hunt Groups

Note In the Pilot Point Configuration window in Cisco CallManager Administration,

Example 1 Pilot Points and Hunt Groups Working Together

Figure 1 Pilot Point and Hunt Group Example

Support Pilot Hunt Group members

4000 Support Admin: Line 1 9201 Cisco CallManager

As shown in Figure 1, the following example describes a simple call-routing

Understanding Linked Hunt Groups

Example 2 Linked Hunt Groups Working Together

Consider the following information shown in Figure 2:

Figure 2 Linked Hunt Group Example

Pilot 1 Pilot 2 Pilot 3

1000 2000 3000

Hunt group Hunt group Hunt group

JSmith, Line 1 35201 CScott, Line 1

JSmith, Line 2 35222 CScott, Line 2

JSmith, Line 3 RJones, Line 3 CScott, Line3

2000 3000 5050

Call routing method Call routing method Call routing method

As represented in Figure 2, the following example describes a simple call- routing

Configuring Pilot Points

Adding a Pilot Point

Step 1 Choose Service > Cisco WebAttendant.

Step 2 Enter the appropriate settings as described in Table 3.

Viewing, Updating, or Deleting a Pilot Point

Step 1 Choose Service > Cisco WebAttendant.

Pilot Point Configuration Settings

Table 3 Pilot Point Configuration Settings

Configuring Hunt Groups

Adding Hunt Group Members

Figure 3 Hunt Group Configuration Window

Note Cisco TCD handles overflow conditions by routing calls to multiple

Configuring Linked Hunt Groups

Viewing, Updating, or Deleting Hunt Group Members

Step 1 Choose Service > Cisco WebAttendant.

Hunt Group Configuration Settings

Table 4 Hunt Group Configuration Settings

Table 4 Hunt Group Configuration Settings (continued)

Configuring the ac User in the User Information

Figure 4 User Information Window

Step 4 In the User Password field, enter 12345.

Associating Devices and Pilot Points with the ac

• Enter a text or number entry.

Activating the Cisco Telephony Call Dispatcher