111 © 2003, Cisco Systems, Inc. All rights reserved. AttendantConsole_IP Launch_ © 2002, Cisco Systems, Inc. All rights reserved.

2 © 2003, Cisco Systems, Inc. All rights reserved. AttendantConsole_IP Launch_5.02 Cisco CallManager Attendant Console 1.2 Account Manager Brief April 18, 2003 Gerardo Chaves Product Manager, IPCBU

333 © 2003, Cisco Systems, Inc. All rights reserved. AttendantConsole_IP Launch_5.02 Agenda Why a generic attendant console function is required Cisco CallManager Attendant console Competitive advantages Description, operation Summary

444 © 2003, Cisco Systems, Inc. All rights reserved. AttendantConsole_IP Launch_5.02 Why Is a Generic Attendant Console Function Required? Inbound call-handling alternatives Manual switchboard DID—direct inward dialing Automated attendant Manual attendant console Hybrid of these solutions Manual attendant Courteous, real person Great for customer satisfaction Alternative to auto-attendant/IVR jail Expensive—capital, people Console not scalable—50–100 monitored lines

555 © 2003, Cisco Systems, Inc. All rights reserved. AttendantConsole_IP Launch_5.02 What Is Cisco CallManager Attendant Console 1.2? Cost-Effective Tool for Enterprise Attendants and Receptionists to Answer and Greet Callers, then Efficiently Dispatch Calls

666 © 2003, Cisco Systems, Inc. All rights reserved. AttendantConsole_IP Launch_5.02 What Is Cisco CallManager Attendant Console 1.2? Scale 32 hunt groups per Cisco CallManager cluster 16 hunt group members (DN, user-line) per hunt group, 64 if only one hunt group is configured in the cluster Multiple assigned call loops (simultaneous calls) per Attendant Console (as many as lines configured on IP phone device) 96 Attendant Consoles per Cisco CallManager cluster 512 simultaneous calls per cluster on as many 96 Attendant Console clients Monitor call state for 30,000 lines Distributability—associated with any IP phone in cluster Prerequisites—Cisco CallManager 3.2 or later at server; Windows 2000 or Windows XP for client operating system Price—$0 Packaging—Cisco.com download; installs as downloadable plug-ins

777 © 2003, Cisco Systems, Inc. All rights reserved. AttendantConsole_IP Launch_5.02 Cisco CallManager Attendant Console Competitive Advantages Traditional Attendant Console Cisco CallManager AC Scale Per Console Scale Per System Price Per Console 50–100 Monitored Lines 30,000 Monitored Lines Varies 512 Simultaneous Calls, 96 Clients $0.5K–$2K $0 Redundancy None Triple Call Processing Redundancy, Auto Failover

888 © 2003, Cisco Systems, Inc. All rights reserved. AttendantConsole_IP Launch_5.02 What is new for Cisco CallManager Attendant Console 1.2? More visible icons on SmartLines and line states Extended audible alert on call presentation Single button direct transfer to destination user’s voic Call Forwarding status – icon indicator of call forwarding of user’s line to voic or another number. Ability to park calls and retrieve calls parked by any operator

999 © 2003, Cisco Systems, Inc. All rights reserved. AttendantConsole_IP Launch_5.02 Attendant Console Operation— Client GUI Summary Drag-and-drop hold, transfer Line states Idle line Inbound call Hold Active Unknown Directory Pane Search by any field in the directory Sortable columns Call Forward status icons

10 © 2003, Cisco Systems, Inc. All rights reserved. AttendantConsole_IP Launch_5.02 Cisco CallManager Attendant Console Summary 30,000 lines monitored 512 simultaneous calls per cluster 96 Attendant Console clients per cluster Triple Cisco CallManager redundancy Cost-effective

11 © 2003, Cisco Systems, Inc. All rights reserved. AttendantConsole_IP Launch_5.02 Services and Support Uniquely Provide: Reduced time, complexity, costs Faster business results Resilience and scalability A competitive advantage

12 © 2003, Cisco Systems, Inc. All rights reserved. AttendantConsole_IP Launch_5.02 Cisco IP Communications Service and Support Ecosystem 12 Cisco Systems Customer Advanced Technology Provider and Service Specialization Partners Knowledge Base Cisco Intellectual Property Tools Expertise Best Practices Training

13 © 2003, Cisco Systems, Inc. All rights reserved. AttendantConsole_IP Launch_5.02 Cisco IP Communications Service and Support Programs 13 Cisco Systems Advanced Technology Provider and Service Specialization Partners Cisco Intellectual Property Knowledge Base Tools Expertise Best Practices Training Partner Deployment Services Presales Assessment—Planning—Design—Implementation— Remote Network Operations Technical Support Services Cisco SMARTnet® support, Cisco SMARTnet Onsite Software Application Support plus Upgrades Advanced Services Technology Application Support for IP Telephony Technology Application Support for Cisco IP Contact Center Business Essential Solution for Cisco ICM Total Implementation Solutions for Cisco MCS

14 © 2003, Cisco Systems, Inc. All rights reserved. AttendantConsole_IP Launch_5.0214