Cisco Small Business Pro - Page 6

Reload Lines ..................................................................................................................................................... 5-32
Edit Speed Numbers ......................................................................................................................................... 5-33
6. MONITORING QUEUED CALLS ................................................................................................................... 6-35
CALL QUEUE OVERVIEW ............................................................................................................................................ 6-36
What is an Incoming Call Queue ...................................................................................................................... 6-37
Hunt-group based Call Queues ........................................................................................................................ 6-37
Queues for Single Operator ............................................................................................................................. 6-38
Queues for Operator and Backup .................................................................................................................... 6-39
Queues for Multiple Operators ........................................................................................................................ 6-40
Monitored Call Queues .................................................................................................................................... 6-41
CALL QUEUE WINDOW .............................................................................................................................................. 6-41
Progress Bar and Timeout................................................................................................................................ 6-44
NAVIGATING IN THE CALL QUEUE WINDOW................................................................................................................... 6-44
Call Queue Toolbar .......................................................................................................................................... 6-44
Right-click Menus for the Call Queues ............................................................................................................. 6-46
Right-click Menus for the Queued Calls ........................................................................................................... 6-47
Shortcut Keys ................................................................................................................................................... 6-49
Drag and Drop ................................................................................................................................................. 6-49
BUSY AND UNAVAILABLE ROUTING .............................................................................................................................. 6-50
INCOMING CALL QUEUES ........................................................................................................................................... 6-51
HELD CALL QUEUE .................................................................................................................................................... 6-53
TRANSFERRED CALL QUEUE ........................................................................................................................................ 6-53
PARKED CALL QUEUE ................................................................................................................................................ 6-54
VIEWING QUEUE WINDOW ........................................................................................................................................ 6-54
CUSTOMIZING QUEUE’S VIEW ..................................................................................................................................... 6-55
7. USING DIRECTORIES .................................................................................................................................... 7-1
DIRECTORY OVERVIEW ................................................................................................................................................ 7-2
Directory Window .............................................................................................................................................. 7-3
Directory Toolbar ............................................................................................................................................... 7-3
Directory Window Details .................................................................................................................................. 7-6
Directory Menu ................................................................................................................................................ 7-10
Directory Action Bar ......................................................................................................................................... 7-11
VIEWING DIRECTORY INFORMATION ............................................................................................................................. 7-13
LOCATING INFORMATION ........................................................................................................................................... 7-15
Selected Entry .................................................................................................................................................. 7-15
Moving Up and Down ...................................................................................................................................... 7-15
Searching for Information ................................................................................................................................ 7-16
Search Field ...................................................................................................................................................... 7-16
MAINTAINING CONTACTS ........................................................................................................................................... 7-18
INTEGRATED CALL HANDLING ...................................................................................................................................... 7-20
Making a Call ................................................................................................................................................... 7-21
Transferring Calls ............................................................................................................................................. 7-22
Setting up a Conference ................................................................................................................................... 7-23
Picking up Calls ................................................................................................................................................ 7-24
CHANGING STATUS ................................................................................................................................................... 7-25
SENDING MESSAGES ................................................................................................................................................. 7-26
CUSTOMIZING VIEW .................................................................................................................................................. 7-27
8. TAKING ACTIONS ......................................................................................................................................... 8-1
ACTION BAR OVERVIEW ............................................................................................................................................... 8-2
Actions Section ................................................................................................................................................... 8-2