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Multiple Operator Positions
When there are more than one operator positions, then for each call queue, a hunt group should
be configured in the router. The hunt group is required to have the DNs for that call queue on
each of the operator phones in the hunt group number list.
So in the example above, a hunt group for the Main Number queue would need to have the two
DNs from each of the operator phone in the hunt list.
For more detailed discussion, please see the CallConnector Server Administrator Guide.
Softkey features for the operators' phone
The CallConnector Operator utilizes several softkey features that need to be configured and
enabled in the attendant's phone. These features need to be enabled in the default ephone-DN
templates. The required softkeys include:
•
Standard softkey options for the basic telephony features – hold, transfer, conference,
pickup etc.
•
Transfer-to-Voicemail. This softkey should be enabled for the connected state to the
called to be transferred to the requested contact's voicemail.
•
HLog Hunt group login/logout for the configurations with hunt groups.
•
Record. To allow emergency or problem calls to be recorded and saved to voicemail.
Busy and Night Service Routing
The routing for the incoming calls when the operator is busy or unavailable/off hours needs to be
configured. The configuration options are different for deployments using hunt groups versus
where calls terminate directly at the attendant's phone.
When the operators make themselves available, busy or unavailable, the CallConnector software
will log out of the operator hunt groups and set call forwards for the non-hunt-group (local)
queues.
Notes
This automatic setting can be disabled from the Call Queue toolbar.
When the hunt groups are used to distribute the calls to the operators, the busy and unavailable
numbers have to be configured for the hunt group.
For other call queues, the busy and unavailable forward numbers can be configured when the
queues are setup.
The Cisco Router night service feature should be setup to route calls during off-hours.
Park Numbers
The Call Park feature requires the park numbers (DN) to be configured. These 'park slots' need to
be configured on the router. During the operator configuration, all or some these park numbers
can be allocated for operator use.
Installation and Configuration
User Guide 3-7
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