Chapter 2
Overview
2-2 CallConnector Operator
CallConnector Operator Overview
The CallConnector Operator is a Windows application that has been specifically designed for the
call, messaging and contact management requirements of the small-to-mid-size business
operator positions. It is designed for the Cisco Communication Manager Express (CME) running
on both the Integrated Service Routers and the UC5xx family of routers and is tightly integrated
with most of the CME/CUE telephony and messaging facilities.
The CallConnector Operator offers these features:
Deployable as single or multiple operator positions
for one or more routers/sites. (Note -
multiple operator positions are server-based and require the CallConnector Server to be installed
on a separate PC.)
Highly customizable graphical user interface
optimized for both mouse and keyboard access
to operator calls, message management and employee contact information administration.
Powerful Operator Call Handling features
to allow the operator to efficiently handle large
volumes of calls and accurately direct them to the most appropriate and available person.
Busy/Idle status of extensions and availability of all employees can be viewed prior to extending
the call. Operator can also click to dial the alternate contacts for an employee and even send the
call to an available member of their group.
Graphical call queues
display the incoming operator calls and allow for answering the highest
priority call or a specific call listed in the queue. Queues also display the calls that are parked by
the operator and the calls that have been extended/transferred to allow them to be monitored and
pulled-back.
Presence and Telephone Status-integrated Directories
that can be searched to locate
contacts and provide click-to-dial, drag-n-drop for transfer or conference and messaging options.
Operator can view information in multiple directories including the organizational or employee
directory, external directory with imported contacts or their Outlook contacts.
Flexible and Powerful Query Option
allows the operator to enter any search text when looking
for a contact. They can enter the last name or first name, the department of the contact in any
order. If the search text matches the contact information in any of the fields, then those contacts
are displayed. This very flexible search method allows the operators to locate the desired contact
from the partial information provided by the callers.
Maintain Organizational Contacts
and keep current all telephone numbers,
presence/availability status and even setup the call forwards for the employee phones.
Receive Popup notifications of Incoming Calls
display information on the incoming calls to the
attendant.
