Cisco Unified Attendant Console Advanced High Availability - License - Hosted - ESD - A-FLEX-CUAC-A-HA

• Support for 100 queues with prioritization
  Configure queue names and priorities per customer needs, and you can prioritize and answer calls out of order. For example, a Cisco Unified Communications Manager customer can have a sales queue, a service queue, and a general business queue. Sales calls can be prioritized and answered first, before service or general business calls.
• Operator queue assignment
  In Web Admin, you can assign one or more queues to each operator, allowing you to segment your call answering processes to fit your business needs.
• Queue operator views
  The operator can view all calls within a queue or view all calls within all queues. If the operator sees many calls in queue, the operator knows that calls need to be processed quickly. If the operator sees only a few calls in queue, then the operator can spend more time with each caller to provide a higher level of customer service. If the operator sees a high-priority caller, the operator can select and answer calls out of sequence.
• Overflow options
  Number of Calls overflow sends calls to the overflow destination when the queue already contains the maximum capacity of calls. No Operator overflow sends calls to the overflow destination when no operators are logged into the queue. Wait Time overflow sends calls to the overflow destination when a call has been waiting in queue for a defined period of time. Overflow settings are defined on a queue-by-queue basis.
• Queue salutations
  You can configure a script to be read by the operator for each queue to help ensure the operator can provide the proper greeting.
• Different music in different queues
  Callers hear music through the Cisco Unified Communications Manager music on hold (MoH) function. Cisco Unified Attendant Console Advanced queue device groups let you play different music to different queues.
• Active Directory or Cisco Unified Communications Manager directory integration
  If you use Active Directory to manage your corporate directory, you can synchronize that data directly with the Cisco Unified Attendant Console Advanced directory. Or use Cisco Unified Communications Manager as the directory source.
• Manually add individual contacts
  Operators may add individual contacts directly to their searchable directory for more flexibility. System administrators can also add individual contacts to the full directory with the server's web-based administration tool.
• Personal directory groups
  Each operator can create up to 100 custom directory groups, displayed as tabs across the top of the directory. These directory groups are subsets of the full directory, which is synchronized with Cisco Unified Communications Manager. Because personal directory groups are created using live directory filters as well as dragging and dropping individual contacts, operators can be confident their groups are always up-to-date.
• Search options
  Six directory search fields are provided. They allow the operator to quickly find call destinations and then quickly dispatch calls. Search options include last name, first name, department, extension, job title, and location, and they can be customized within each attendant console client.
• Presence integration
  Operators can view each contact's Cisco Unified Presence status directly from the Attendant Console directory. This feature allows operators to manage calls efficiently because they can easily see whether a particular contact is available to take a call.
• Operator handset ringing
  When a call comes into a queue configured with operator handset ringing, the call is sent directly to the handset of the operator logged into that queue for the longest duration. This feature enables operators to answer the call from a wireless headset while away from their desks.
• Transfer reversion (call recall)
  This feature allows a transferred call to revert back to the operator so that it can be answered and then transferred to a destination.
• Call park
  With call park, the operator can place a caller on hold while announcing that a call is on hold and waiting for a particular person or group. The call can be answered from any phone by dialing the park extension.
• Call park recall
  If a parked call is not answered, this feature allows that call to revert back to the operator so that it can be transferred to a destination.
• Emergency-mode switch
  This feature provides a manual switch within the application that redirects all calls to another destination in emergencies to alert callers that an emergency such as a snow storm has occurred, and therefore the business is closed until further notice.
• Out-of-hours routing
  For each queue, define specific blocks of time and where to send calls during that time. Create templates that you can apply to queues. Set up call routing for recurring holidays.

Manage high volumes of calls from customers, employees, and business partners smoothly and efficiently. Cisco Unified Attendant Console Advanced gives corporate operators and receptionists the tools they need to professionally handle incoming calls with ease. Its powerful call queuing engine helps your operators easily manage a high call volume from a variety of sources. The robust directory can handle up to 100,000 contacts and synchronize directly with Microsoft Active Directory.
Cisco Unified Attendant Console Advanced delivers standard attendant console functions such as call control, searchable corporate directory, speed dials, and busy lamp field.