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akkadian Console Operator
User Guide
Copyright and Trademarks:
I. Copyright:
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reserved.
Except with the prior written permission of Akkadian Labs, LLC, any redistribution
or reproduction of part or all of the contents of this website, including the
redistribution or reproduction of any documentation or other materials
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II. Trademarks:
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used on this website, whether registered or not, are the property of Akkadian
Labs, LLC and may not be used or reproduced without the prior written
permission of Akkadian Labs, LLC.
aCO UG 11/12/2014 0001 ©
For the most current version of this user guide, please use the following link:
http://www.akkadianlabs.com/aco/
Table of Contents
1
2
3
4
akkadian Console Operator System Requirements .......................................................... 6
1.1
System Requirements .................................................................................................... 6
1.2
Cisco Communications Manager Requirements ......................................................... 6
1.3
Call Manager Integration ............................................................................................... 6
1.4
Queuing Requirements.................................................................................................. 7
Cisco Unified Communications Manager Setup ................................................................ 8
2.1
Create a New CUCM Application User for Use with akkadian Console Operator.... 8
2.2
Queued Calls Configuration .......................................................................................... 9
Installation & Setup ............................................................................................................ 11
3.1
akkadian Console Operator Download ...................................................................... 11
3.2
akkadian Console Operator First Time Configuration .............................................. 12
3.3
Exchange Validation ..................................................................................................... 13
3.4
Cisco Unified Communications Manager Settings .................................................... 15
3.5
Choose a Device to Monitor ........................................................................................ 16
3.6
Configure Dial & Directory Rules ................................................................................ 16
3.6.1
Creating Dial/Directory Rules ............................................................................... 17
3.6.2
Testing Dial Rules................................................................................................... 18
3.6.3
Set a Configuration Password .............................................................................. 18
3.7
akkadian Console Operator Centralized Configuration ........................................... 19
3.8
Locating your .XML File ................................................................................................ 19
3.9
Using the .XML File for Additional Console Configuration ....................................... 19
Checking for Updates ......................................................................................................... 21
4.1
5
To Check for Updates ................................................................................................... 21
Menu Bar ............................................................................................................................. 23
5.1
File Menu ....................................................................................................................... 23
5.2
View Menu..................................................................................................................... 23
5.2.1
Layout ..................................................................................................................... 23
akkadian Console Operator User Guide
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5.2.2
Panels...................................................................................................................... 24
5.2.3
Window ................................................................................................................... 25
5.3
6
Tools Menu ................................................................................................................... 25
Advanced Configuration .................................................................................................... 26
6.1
Setting Debug Level...................................................................................................... 26
6.2
Directory Source ........................................................................................................... 27
6.2.1
Field Mapping with Communications Manager as the Directory Source......... 27
6.2.2
CSV File as a Directory Source .............................................................................. 29
6.2.3
Remote CSV ............................................................................................................ 30
6.2.4
LDAP as a Directory Source .................................................................................. 30
6.2.5
Validating LDAP Directory Source ........................................................................ 31
6.2.6
LDAP Authentication ............................................................................................. 32
6.2.7
Separating Directory by Partition......................................................................... 33
6.3
Settings .......................................................................................................................... 33
6.4
User Parameters........................................................................................................... 34
6.5
Exchange Settings ........................................................................................................ 35
6.6
Queue ............................................................................................................................ 36
7
License akkadian Console Operator ................................................................................. 37
8
akkadian Console Operator Overview .............................................................................. 39
8.1
9
akkadian Console Operator Icons .............................................................................. 39
8.1.1
akkadian Console Operator Interface ................................................................. 40
8.1.2
Rearranging the akkadian Console Operator Interface ..................................... 40
Windows .............................................................................................................................. 42
9.1
Lines, Calls, Parked Calls Windows ............................................................................. 42
9.1.1
Lines Window ......................................................................................................... 42
9.1.2
Silencing a Line ...................................................................................................... 42
9.1.3
Labeling a Line ....................................................................................................... 43
9.1.4
Calls Window .......................................................................................................... 44
9.1.5
Parked Calls Window ............................................................................................. 44
9.2
Directory Window ......................................................................................................... 45
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9.2.1
Send an Email......................................................................................................... 46
9.2.2
Send Text ................................................................................................................ 47
9.2.3
Search Order Preferences in Directory ............................................................... 48
9.3
Speed Dials Window..................................................................................................... 48
9.3.1
To Add/Delete/Rename a Speed Dial Group to the Speed Dial window ......... 49
9.3.2
To Add/Edit a speed dial entry in the Speed Dial window ................................. 50
9.3.3
Search for Speed Dials .......................................................................................... 50
9.3.4
Delete a Speed Dial Entry ..................................................................................... 50
9.3.5
Delete a Speed Dial Tab ........................................................................................ 50
9.3.6
Ability to Modify Speed Dial Column Headers .................................................... 51
9.4
10
Speed Dials with CSV Files ........................................................................................... 51
9.4.1
Exporting a Speed Dial CSV File............................................................................ 52
9.4.2
Creating a CSV File from Scratch .......................................................................... 52
9.4.3
Importing a CSV File .............................................................................................. 52
Managing Calls ................................................................................................................. 53
10.1
Make a Call................................................................................................................. 53
10.2
Answer a Call ............................................................................................................. 54
10.3
Place a Call on Hold .................................................................................................. 54
10.4
Retrieve a Call from Hold (Resume) ........................................................................ 55
10.5
End a Call ................................................................................................................... 55
10.6
Queued Calls ............................................................................................................. 56
11
Transfer............................................................................................................................. 57
11.1
Blind Transfer ............................................................................................................ 57
11.1.1
Drag and Drop for a Blind Transfer .................................................................. 57
11.2
Consultative Transfer ............................................................................................... 58
11.3
Transfer from the Directory ..................................................................................... 60
11.4
Direct Transfer .......................................................................................................... 61
11.5
Transfer to Voicemail ................................................................................................ 61
11.5.1
12
Transfer to Voicemail Using the Directory or Speed Dials ............................. 62
Conference ....................................................................................................................... 63
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12.1
Add Participants ........................................................................................................ 63
12.2
Join .............................................................................................................................. 64
13
Park ................................................................................................................................... 65
13.1.1
13.2
Drag and Drop .................................................................................................... 65
Revert a Parked Call .................................................................................................. 65
13.2.1
Drag and Drop .................................................................................................... 66
14
Voicemail .......................................................................................................................... 67
15
Notes ................................................................................................................................. 68
15.1
16
17
View a Saved Note..................................................................................................... 68
Preferences ...................................................................................................................... 69
16.1.1
Changing Selected Language ............................................................................ 69
16.1.2
Changing Shortcut Keys ..................................................................................... 69
Help Menu ........................................................................................................................ 71
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1 akkadian Console Operator System
Requirements
1.1 System Requirements
Client requirements of the akkadian Console Operator:

1 gigahertz (GHz) or faster processor

1 GB or greater RAM

1.0 GB available disk space

100 Mbps or greater network card

17-in. monitor or larger (recommended)

Windows Small Fonts

Windows XP SP3 (32-bit)

Windows 7 (32 and 64-bit)

akkadian Console Operator requires .NET 4.0 SP1 (comes pre-installed on Windows 7)
http://www.microsoft.com/en-us/download/confirmation.aspx?id=17851
Full admin permissions are granted for users to the following directory:

Windows XP: C:\Documents and Settings\<user>\Local Settings\Application
Data\akkadian Labs\akkadian Console

Windows 7 and Higher: C:\Users\<user>\AppData\Local\akkadian Labs\akkadian
Console
Supported End Devices:
akkadian Console Operator supports all phone models that are CTI enabled
Note:

akkadian Console Operator supports a Windows Virtual Machine

akkadian Console Operator supports multiple DN partitions
1.2 Cisco Communications Manager Requirements



Cisco Communications Manager versions 7.x to 10.x
Cisco Communications Manager BE6K, BE7K version 9.x and 10.x
Proper IP access to Communications Manager required
1.3 Call Manager Integration
akkadian Console Operator is compatible with Cisco Unified Communications Manager
version 7.1(3) or higher, but requires version 9.0(1) or higher to support CUCM with Hunt
Groups.
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akkadian Console Operator supports both local and LDAP CUCM authentication.
akkadian Console Operator requires the following items to be configured in Cisco Unified
Communications Manager in order for the application to operate properly:

The Cisco AXL Web Service is activated and started on all call processing nodes in the
cluster.

The Cisco CTI Manager Service is activated and started on all call processing nodes in
the cluster.

A Call Manager Application User has been created with the following rights:

Standard TabSync User

Standard CTI Allow Call Monitoring

Standard CTI Allow Call Park Monitoring

Standard CTI Allow Control of All Devices

Standard CTI Allow Control of Phones supporting Connected Xfer and Conf

Standard CTI Enable
For Call Manager 7.x, 8.x, 9.x and 10.x the following ports need to be open:
Port
Usage
2748/TCP
CTI Application Server
2749/TCP
JTAPI
2789/TCP
JTAPI
8443/TCP
AXL
Table 1
1.4 Queuing Requirements
akkadian Console Operator requires the following items to be configured for the queuing
functionality to operate:

CUCM 10.x or higher

In order to obtain queuing information, aCO leverages the Cisco Real Time Monitoring
Tool (RTMT) services on call manager. To support the RTMT client, several
services/servlets need to be active and running on the server. Please refer to Cisco
documentation for the current list of these services/servlets.
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2 Cisco Unified Communications Manager
Setup
2.1 Create a New CUCM Application User for Use with
akkadian Console Operator
To get started, log in to CUCM using the administrative access. Then browse the User
Management page: Application User> Click Add New.
Figure 2-1
Create a new application user with a name of your choosing (for example “console”). Be
sure to note the User ID and Password as you will need these when configuring the
console on the workstation PC.
Then scroll to the bottom of the Application User Configuration page and click on Add
to User Group.
On the Find and List User Groups window that pops up, populate the check boxes next
to the following: Standard CTI Allow Call Monitoring, Standard CTI Allow Call Park
Monitoring, Standard CTI Allow Control of All Devices, Standard CTI Allow Control of
Phones Supporting Connected Xfer and Conf, Standard CTI Enabled, and Standard
TabSync User.
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Figure 2-2
Click Add Selected.
Click Save at the bottom of the page when finished.
2.2 Queued Calls Configuration
Create a New CUCM Queue Monitor for Use with akkadian Console Operator
To get started, log in to CUCM using the administrative access. Then browse the User
Management page: Application User> Click Add New.
Note: For users of CUCM 9.x and above, queueing details can be made visible within the
akkadian Console Operator.
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Figure 2-3
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10
3 Installation & Setup
3.1 akkadian Console Operator Download
To download the akkadian Console Operator, run the installer from akkadianlabs.com/aCO
and follow the setup walk through.
Figure 3-1
Once completed, launch akkadian Console Operator by double clicking
the icon that appears on your desktop.
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3.2 akkadian Console Operator First Time Configuration
The first time akkadian Console Operator is
started, it will run the initial configuration
wizard to gather information required to
integrate with Cisco Unified
Communications Manager. This section
requires information from the Preparing
Cisco Communications Manager for
akkadian Console Operator section and
should be completed by a system
administrator.
Figure 3-2
Import the license file from your desktop or
enter a volume license key.
For further instruction on licensing your
console, please refer to the License akkadian
Console section.
If you have not yet exceeded the free 30-day trial, you will not need to enter a license at this
time. You can enter a license file at any time.
The system will prompt for a language selection: English, Spanish, or French.
Select OK.
Figure 3-3
If you are upgrading from version 2.x to akkadian Console Operator 3.x you can choose to
migrate your old configuration settings to the new version. Select Yes to import or No to
continue manually.
akkadian Console Operator User Guide
12
Figure 3-4
Next, you will be presented with the option to run a Centralized Configuration. Users
with multiple akkadian Console Operators may use the configuration files obtained from
any previously installed and configured console.
Figure 3-5
For directions on working with Centralized Configuration .XML files, please review
akkadian Console Centralized Configuration.
To import an existing configuration file from FCO 2.x select Import FCO 2.x
configuration.
If this is your first setup and you do not have an existing .XML configuration file, select
Skip from the Remote Configuration Window to continue with a manual configuration.
Fill out all required fields marked in red in the following windows.
3.3 Exchange Validation
Validate Exchange during configuration setup:
1. Enter Username and Password

The username is an email address that will have access to all contacts calendars

The password is the password associated to the email address
2. Select the correct Exchange Version dropdown
3. Press/Select “Discover URL”
4. The exchange Server “Exchange URL” will be populated
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When complete with the above steps click Validate.
Figure 3-6
Figure 3-7
Click OK when finished.
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3.4 Cisco Unified Communications Manager Settings
Figure 3-8








CUCM Server 1: Update the CUCM 1 IP field with the IP address of your Cisco Unified
Communications Manager (CUCM).
CUCM Server 2: Optionally, update or configure CUCM 2&3 IP fields with the
additional IP Addresses of your CUCM nodes.
CUCM Application Username: Enter the user name configured during the Cisco
Unified Communications Manager section.
AXL Server: If the console is used for large cluster environments, input the AXL Server
IP address.
AXL Service Username: The AXL Service user name directly reflects the CUCM
application user name.
AXL Service Password: The AXL Service Password directly reflects the CUCM
password.
Voicemail Transfer Prefix & Voicemail Pilot Number: If applicable, enter or update a
voice mail transfer prefix & pilot number.
Allowed Parking Partition: If desired, enter the name of the Parking Partition that the
attendant will have the ability to monitor. The name must match the park DN partition
in CUCM. If this field is left blank, the attendant will see all parked calls.
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

Allowed Partitions: Name the allowed partition that the attendant will have access to;
this will filter out directory entries by partition. The attendant can have access to a
single partition or multiple partitions.
Click OK when finished.
3.5 Choose a Device to Monitor
Enter the extension of the device you would like to monitor.
Figure 3-9



Click the Search button to locate the MAC address of the phone(s) associated with the
extension.
From the Choose device field use the drop-down menu to select the appropriate MAC
address of the device you wish to control.
Click OK when finished.
3.6 Configure Dial & Directory Rules
Configuring dial & directory rules manipulate the telephone number dialed using the
console.
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Figure 3-10
For example, if the telephone numbers in the CUCM directory are formatted as X-(XXX)XXXXXXX, you can strip any non-digit characters and prefix the number with a 9 for
seamless outbound dialing.
3.6.1
Creating Dial/Directory Rules
When using akkadian Console Operator, you can hover over the rules fields to see tool
tips for each box.

Name: Populate the Name field with a descriptive name for the dial rule.

Begins With: Use this to specify which numbers the rule will apply to by matching the
starting digits from left to right.
For example: if the rule should apply to all numbers beginning with +1-212-555XXXX,
then this field would be populated with 1212555.

Length: Use this field to apply rules based on the length of the number. All characters
including dashes, plus signs and numbers are counted in the length field.
For example: +1-212-555-1212 would be considered 15 digits in length.

Number of Front Digits to Remove: Strip digits from a number matched by a Dial
Rule. Digits are removed from left to right.
For example: if you specified 1 digit to be removed from +1-212-555-1212, the number
would be dialed as 2125551212.

Applied Prefix: Populate this field to prefix digits on numbers matching a Dial Rule.
The Applied Prefix occurs subsequent to the Digits Removed function.
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

For example: if +1-212-555-1212 was converted to 2125551212 as shown above,
populating this field with 9 would convert the number to 92125551212.
Ignore Characters: Populate to remove certain characters from a number.
For example: entering "+1-212-555" in the Ignore Characters box will convert +1212555-1212 to simply the extension 1212.
Remove non-digit characters: To strip all non-numeric characters from a number.
This must be applied if your telephone numbers contain non-numeric characters or
the dial rules may not function properly.
After populating the desired fields, click Add to save the new dial/directory rule. It will now
appear as an option under the Dial Rules Header.
3.6.2
Testing Dial Rules
Once you have created a dial/directory rule, you can use the Rule Testing area to make
sure it works properly.

Enter Sample Number: Select the dial/directory rule and enter the Sample Number
you would like to test.

Test Rule: Click this button to see what the result will be following the applied Dial
Rule.
Note: If Remove Non-Digit Characters is checked, then this takes precedence over other
rules. So, to match pattern +44-123-3456, Begins With should be 44 instead of +44. This
removes non-digit characters (+) and dashes (-), leaving a pattern of 441233456 for other
rules to use. Click OK when finished.
3.6.3
Set a Configuration Password
Choose a configuration password for the akkadian Console Operator. Users will log in to
the console using their personal credentials, while administrators can access protected
settings within the console using this configuration password.
Figure 3-11
Select Finish.
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3.7 akkadian Console Operator Centralized Configuration
Once you have been through the first manual configuration of the akkadian Console
Operator, you can take advantage of the centralized configuration option when setting up
additional consoles. Locate the .XML file containing the configuration coding you just
created on your computer (see below). Then, use that file when installing the console on
other machines to duplicate it, rather than manually inputting the configuration settings.
Centralized Configuration will copy the following coding to a new instance of the console:
1. Dial Rules
2. Directory Rules
3. CUCM Server (IP Address)
4. Monitored Line
5. Username (non-encrypted)
6. PWD (encrypted)
7. VM Configuration
8. VM Transfer Prefix
9. VM Pilot Number
10. Parking Partition
11. Directory Source
3.8 Locating your .XML File
Once you have manually walked through the initial set up on your machine, the akkadian
Console Operator will automatically create an .XML file containing the configuration
coding from that walkthrough.
To access this file with Windows Vista and above go to: C:\ProgramData\akkadian
Labs\akkadian Console and copy profile3.xml to a central location
To access this file with Windows XP go to:
C:\Documents and Settings\All Users\Application Data\akkadian Labs\akkadian Console
and copy profile3.xml to a central location
3.9 Using the .XML File for Additional Console
Configuration
When you have located the .XML file, copy it to a centralized location. During the
installation of subsequent consoles, you can now utilize this file.
akkadian Console Operator User Guide
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Figure 3-12
Follow the steps for akkadian Console Operator First Time Configuration to the Remote
Configuration Window. Search for the .XML file and select OK.
Note: Whenever the akkadian Console Operator that is pulling from an .XML file is
launched, it will read the file for any updates. If akkadian Console Operator loses
connection with the file or central location, it will load the configuration from its last
successful login.
Continue this process for as many akkadian Console Operators as needed.
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4 Checking for Updates
This chapter will show you how to update the akkadian Console Operator. This feature will
allow you to update the console to the latest version available.
4.1 To Check for Updates
Click on Tools > Check Updates
Figure 4-1
If no updates are available, a window will appear stating your application is up to date.
Figure 4-2
If an update is available, a window will appear stating there is an available download.
 Select Read More to view the akkadian Console Operator release notes. You can also
view them here on the Akkadian Labs website.
 Select Update to start the download and installation process. (Note: Clicking update,
will close akkadian Console Operator automatically and immediately begin the update
upon completion of the download).
Figure 4-3

Upon completion of the update, the updated akkadian Console Operator will launch.
akkadian Console Operator User Guide
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Note: If you do not have internet access, you can always receive updates from our
website from another PC with internet access by filling out the form for a free download
here.
akkadian Console Operator User Guide
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5 Menu Bar
This chapter will guide you through the akkadian Console Operator Menu bar.
5.1 File Menu
Clicking on
allows you to Exit the akkadian Console Operator.
5.2 View Menu
From the View menu, you can modify the orientation of the console layout by selecting
one of the following options: Layout, Panels, and Window.
5.2.1
Layout
The Vertical view is designed to reduce the amount of space needed on your desktop.
Figure 5-1
The Reset to Default view resets the akkadian Console Operator windows back to the
default settings.
akkadian Console Operator User Guide
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Figure 5-2
5.2.2
Panels
To hide windows, click either of the four options:
 Click the X icon in the appropriate panel to Hide that window.

Click the Make Sliding icon in the appropriate panel to Minimize
that window and slide up when clicked. The minimized panel will be
placed on either the left or right side of the window based upon the
location of the docked panel. For example, all panels on the left side of the application
will be minimized to the left side of the application.
Note: When you click on a sliding tab, it will remain open until you click on another
window within the console

Click the Dock icon in the appropriate panel to Embed that panel into the
application window. This is the Default setting.

Click Menu > Floating icon in the appropriate panel to separate the
window from the rest of the console.
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Note: To restore a hidden panel, go to View > Panels and
select the window you would like to restore.
5.2.3
Window
Choosing
layout to its original size.
Figure 5-3
will apply the default Window
5.3 Tools Menu
From the Tools menu located on the Menu bar, your system administrator will preconfigure the akkadian Console Operator to be associated with a device and apply the
necessary dialing rules.
To access the Tools, go to Tools > Options. Enter the password configured during the
installation to access the configuration option and click OK.
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6 Advanced Configuration
Following initial akkadian Console Operator setup; additional configuration options can be
accessed within the console by selecting Tools > Options.
A Console Options window will open. Toggle through the options using
the icons on the left.
Please refer to the Installation and Setup section for instructions on
navigating through the following tabs:

Call Manager

Device

Dial Rules

Directory Rules
Figure 6-1
6.1 Setting Debug Level
User/Admin Can Set Debug Level; by default the debugging is not set. To set the debug
go to Tools > Options > and enter the Admin Credentials.
Figure 6-2
Within Application Parameter Settings check the Enable Debug Logging box.
akkadian Console Operator User Guide
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Figure 6-3
Once checked, a pop-up window will appear:
Figure 6-4
Click OK to run debugging.
6.2 Directory Source
6.2.1
Field Mapping with Communications Manager as the Directory
Source
To select CUCM as the Directory Source:
1. Click on Directory Source.
akkadian Console Operator User Guide
27
2. Select CUCM.
3. Select the Browse button while CUCM is selected to open a field mapping window.
Note: Mandatory rules state that type fields First Name, Last Name, and Main Number
should occur only once and should not be duplicated.
4. You can rename data entries and choose which fields to display in the directory by
checking the appropriate box.
5. Click OK to apply the changes.
Figure 6-5
Figure 6-6
Click OK when finished.
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6.2.2
CSV File as a Directory Source
To import data from a CSV File as Directory Source, click on the Directory Source tab,
then choose CSV File. Click Browse to find the appropriate CSV File.
Figure 6-7
Note: If the CSV File is opened by an application like Excel that does not permit file share
in the Read Mode, then the above error is flagged. Close Excel then Browse the file again.
akkadian Console Operator will pull the information based on your column headings on
the CSV File. Once imported, a Field Mapping dialog box will appear allowing you to
modify the Display Name and choose whether that information will display in the
directory. Click OK to save changes.
*CSV Template
Figure 6-8
The first four headers are mandatory and the file will not import correctly unless they are
labeled exactly as shown: firstname/lastname/department/telephonenumber
Note: If you would like to include additional customizable fields, there are six other
headers you may include as shown above. You may later change the end user display
name via the Field Mapping dialogue box.
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6.2.3
Remote CSV
A remote CSV File is centralized way of allowing a CSV File to be shared by all console
users. You can share one CSV with all users, or create separate remote CSV's for different
user groups, regions, business lines, etc. The remote CSV File needs to be located in
network or local path accessible to the end users.
Figure 6-9
6.2.4
LDAP as a Directory Source
Figure 6-10


Connection String: This provides connection to LDAP server. This can be modified
based on each company's LDAP setup. Example below shows the root connection
string to LDAP server. LDAP://yourdomain.com./DC=yourdomain,DC=com
LDAP Username: Verify your LDAP username.
akkadian Console Operator User Guide
30



LDAP Password: Verify your LDAP password for authentication.
Search Filter: Search filters are used to search the akkadian Console Operator
directory. By default, it will pull the following filters from LDAP:
(&(CN=[firstname]*)(SN=[lastname]*)(ipphone=[phone]*)(department=[departme
nt]*)) These filters can be customized to LDAP fields of your choosing. For example,
let's say you would prefer to search by location rather than department. In the Field
Mapping bar change (department=[department]) to (city=[department]).
These filters can also be set to limit the range of results. For example, to limit the
viewable results to only contacts in New York, change (city=[department]) to
(city=New York).
Field Mapping: Provides a direct mapping of the fields of AD and what the console
displays in the directory grid. For example:
firstname=givenname,lastname=sn,title=title,department=department,homeph
one= telephonenumber,mobile=mobile,telephonenumber=ipphone
Any value in the active directory field “givenname” is mapped to the “firstname” in the
directory.
6.2.5
Validating LDAP Directory Source
This feature is accessed by going to Tools > Options and entering the Admin credentials.
From the Directory Source tab click the Validate button. aCO will display LDAP
information as a directory source.
Figure 6-11
Click OK when finished.
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6.2.6
LDAP Authentication
In order to complete configuration, user must choose the method of authentication. This
is done from the Directory Source tab, in the Directory Mapping box. Select the desired
authentication method from the drop down.
Three Types of Authentication:
1. Basic Authentication: Use basic authentication (simple bind) in the LDAP provider.
This method has three modes of operation:
 Anonymous: Anonymous access is requested by providing no name and no
password to the "simple" blind operation.
 Unauthenticated: Unauthenticated access is requested by providing a name but
no password.
 User/password authenticated: Authenticated access is requested by providing a
valid name and password.
2. Secure Authentication: When this flag is set, the provider uses NTLM to authenticate
the client. Active Directory Domain Services uses Kerberos, and possibly NTLM, to
authenticate the client. When the user name and password are a null reference
(Nothing in Visual Basic), ADSI binds to the object using the security context of the
calling thread. This is either the security context of the user account under which the
application is running, or of the client user account that the calling thread is
impersonating.
3. Anonymous: No authentication is performed.
Figure 6-12



Select an Authentication Method.
Click Validate.
When validation is complete, click OK.
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6.2.7
Separating Directory by Partition
This feature allows admin users to grant access to specific partitions for end users. It is
accessed by going to Tools > Options and entering the admin credentials.
From the User Parameters tab enter the partition names you would like to filter out in
the Partitions Configurations box.
Figure 6-13
Click OK when finished.
Note: Ability to add multiple partitions in Allowed Partitions field.
6.3 Settings
General settings allows you to reset your configuration password. Type the new password
in both fields and select Save. If successful, a green text message will appear.
Figure 6-14
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6.4 User Parameters
These settings allow you to customize the configuration for each individually installed
console.
Figure 6-15








Device Refresh Interval (min): System parameter. Defines the interval between the
device extension cache file updates; for example: time between requests to CUCM to
update the current device list.
AXL request chunk size: System parameter. The amount of returned rows per one
AXL request; for example: if the chunk size is 100 and response contains 240 rows, the
application receives 3 responses: 100 rows + 100 rows + 40 rows.
Displayed Speed Dials Limit: Maximal amount of speed dial items in one speed dial
pane.
Displayed Directories Limit: Maximal amount of directory items in the directory dial
pane.
Displayed Call History Limit: Maximal amount of call history items in the call history
pane.
Parked Call Warning After (sec): Time span before the parked call's highlight
becomes yellow.
Parked Call Error After (sec): Time span before the parked call's highlight becomes
red.
Current Language: Change the language interface.
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

Application Auto-Focus: Places the aCO application to the forefront when a call is
made to any monitored line.
Click OK when finished.
6.5 Exchange Settings
This enables the user to associate the Microsoft Outlook contacts and their status with
akkadian Console Operator.
Figure 6-16





Exchange URL: URL to the current Exchange Server. The Exchange URL should reflect
the following format: https://exch-mail.conteso.com/EWS/Exchange.asmx
Account Email: Service account with sufficient rights in Exchange to see presence
status.
Password: Enter the Exchange password.
Exchange Version: Available versions of the Exchange Server.
Click OK when finished.
Note: Once Exchange settings has been setup correctly, the akkadian Console Operator
will start to pull meeting information for each user in the directory. If the Exchange
settings are not configured, the Status Column in the Directory will be shown as N/A.
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6.6 Queue
To successfully configure Queues, a Hunt Group must have call queuing enabled in
addition to the creation of an application user within Call Manager under Standard
CUCM Admin Users and the Standard Real-time and Trace Collection Groups.
Figure 6-17




Service URL: URL to the current CUCM server. The server URL should reflect the
following format:
https://CUCM IP Address/perfmonservice/services/PerfmonPort
Username: Enter the application username created in Call Manager
Password: Enter the application password created in Call Manager
Hunt Pilot Numbers: User the pilot numbers configured in Call Manager
Note: akkadian Console Operator does not validate the hunt pilot numbers; please
ensure the hunt pilot numbers entered are valid within CUCM, as accurate information
will only display with valid pilot numbers.
Click OK when finished.
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7 License akkadian Console Operator
akkadian Console Operator installs with a 30-day free trial license after which it requires a
license file to be installed. In order to obtain a license file, the akkadian Console Operator
Hardware ID must be sent by email to [email protected]. The license request will
be processed within 24 hours on US business days.
To contact Akkadian Labs for a license:
1. Select Help
2. Select About
Figure 7-1
3. Click on the link to Send Email for akkadian Console Licensing
4. An email window will then open with the Hardware ID and addressed to Akkadian Labs
Support in order to submit a request for as many licenses as needed.
After purchasing the license, a license file will be sent to you via email. Save the file to your
computer. Then return to the Help > About in akkadian Console Operator.
1. Select Import License
2. A finder window will then populate
3. Locate the license file and click Open
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4.
5.
6.
7.
A status message will appear indicating the license was successfully imported.
Click OK to close the Status message.
Click OK again to close the About window.
The akkadian Console Operator is now licensed.
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8 akkadian Console Operator Overview
8.1 akkadian Console Operator Icons
This icon chart is designed to help guide you through akkadian Console Operator.
Status Icons
Shortcut Key
What It Means
N/A
The line is idle/open
N/A
There is an incoming call
N/A
The line is in use
N/A
Delete the number in the dial box
Ctrl + A
Answers the call
Ctrl + H
Hangs up the call
N/A
Calls the number input in the dial box
Ctrl + L
Puts the highlighted call on Hold
N/A
The highlighted call will turn yellow when on hold
for 30 seconds
N/A
The highlighted call will turn red when on hold for
60 seconds
Ctrl + L
Resume the highlighted call
Ctrl + X
Conduct a Blind Transfer
Ctrl + T
Conduct a Consult Transfer
Ctrl + R
Directly Transfer two lines together
Ctrl + C
Initiate a Conference Call
Ctrl + J
Join two calls to create a conference call
Ctrl + P
Park an active call
N/A
Revert a call in Park
Ctrl + O
Transfer an active call to a third party's Voicemail
N/A
Call into your own Voicemail
N/A
Open the Dial Pad
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8.1.1
akkadian Console Operator Interface
Figure 8-1
Note: When the akkadian Console Operator is minimized and a new call is created, the
console will maximize to the front.
8.1.2
Rearranging the akkadian Console Operator Interface
akkadian Console Operator has the ability to rearrange the windows:
1. Click and Hold the window you would like to move
2. Use the Guide Arrows to drag and drop the window to a new location
Figure 8-2
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Note: If you drop the window into the middle section of the guide arrows, the selected
window will now become a tab.
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9 Windows
This chapter will review the different Windows within the akkadian Console Operator.
9.1 Lines, Calls, Parked Calls Windows
To learn more about managing calls with the Lines, Calls, or Parked Calls Windows,
please view: Managing Calls or Park.
9.1.1
Lines Window
The Lines window displays the lines on the Cisco IP Phone that the akkadian Console
Operator controls. The number of lines that your system administrator configures for
your Cisco IP Phone determines the number of available lines in the Lines window.
To place a call from the Lines window:
1. Click the line button you would like to
use. This highlights the chosen line.
2. In the Dial Box, enter the number that
you want to dial or choose a number
from the directory.
3. Click the Make Call button or press
enter.
9.1.2
Figure 9-1
Silencing a Line
The Silencing a line feature allows users to add/remove alerts for call activity on selected lines.
This allows users who may only need to manage lines during specific windows of time to be
alerted of activity when it is relevant for them.
To silence a line in aCO, right click on the line you would like to silence and select Silence
Line.
Figure 9-2
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Once the line is silenced, there will be a red icon next to the line indicating it has been
silenced.
Figure 9-3
To unsilence a line, right click on a silenced line and select Unsilence Line.
Figure 9-4
9.1.3
Labeling a Line
In akkadian Console Operator, you can label a line with a title and/or a color to keep
multiple lines organized.
Figure 9-5
To label with a title, right click on the line and select Add Label. Type the label title and
click OK.
Figure 9-6
To change the label, right click on the line and select Edit. Type the new label and press
OK.
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To delete the label, right click on the line and select Delete
Label.
To label a line with a color, right click on the line and select
Change Color. Select a color from the drop down menu
and press OK.
9.1.4
Calls Window
When you place or answer a call using the akkadian
Figure 9-7
Console Operator, the details for the call appear in the Calls
window. Call History appears as a second
tab in the Calls window.
 Call Icons: The most useful Call
Control Toolbar icons for the active or
held call.
 Duration: This field displays the
elapsed time for the call.
Figure 9-8
 Notes: This icon allows you to add
notes to a call.
 Name: This field displays the name of the person, if available.
 Number: This field displays the number of the incoming call, if available.
Select the Call History Tab within the Calls window.
The Call History window comprises the
following components:
 From: This field shows the caller ID
information, if available.
 Time: This field displays the date and time of
each call.
 Status: This field shows whether the call was
incoming or outgoing.
Figure 9-9
Note: Double-click a name/number to auto-dial that person. *Dial rules must be made to
accommodate strings in order for proper functionality.
9.1.5
Parked Calls Window
The Parked Calls window displays calls that you parked at a call park extension. Parking a
call places a call on hold, so it can be retrieved from another Cisco IP Phone in the system.
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




Duration: This field displays the elapsed
time for the parked call.
Notes: This icon allows you to add
reminder notes to the call you parked. Any
parked notes you add will be user specific,
only the note's author will be able to see it.
Figure 9-10
Park: This field displays the call park
extension where you parked the call.
From: This field displays the Caller ID number of the parked call, if available.
From the Parked Calls window, you can only view and pick up calls that were parked by
your console.
Note: Cisco Unified Communications Manager automatically chooses the call park
extension, which is based on the configuration set by your system administrator.
9.2 Directory Window
akkadian Console Operator provides a directory of the telephone extensions in your
system. You can use this Directory to look up directory numbers, search by department,
place calls, or determine if a phone is in use.
Figure 9-11
The directory window comprises the following components:
 First Name Search Box: This field allows akkadian Console Operator to locate users
based on the entered information for first name. You can type letters in the Search
Box. The directory attempts to find the nearest matching entry as you enter the
information.
 Last Name Search Box: This field allows akkadian Console Operator to locate users
based on the entered information for last name.
 Number Search Box: This field allows akkadian Console Operator to locate users
based on the entered information for number. You can type numbers in the Search
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











Box. The directory attempts to find the nearest matching entry as you enter the
information.
Department Dropdown Menu: This menu allows akkadian Console Operator to
narrow down search criteria by the department users are listed under. The Dropdown
Menu will pull department fields from Communications Manager.
The X Button: This button allows you to clear search data and directory entries that
display under the headers for the directory window.
Status: This field shows the status for idle, active, and ringing calls on the configured
lines for the console with different colored bubbles.

Green= Idle

Red= Active call, line in use, Do Not Disturb

Yellow= Ringing line

Grey= Status unknown

VM= Forward directly to Voicemail

PH= Forward directly to another phone
Exchange: This allows you to view presence via Outlook Integration. There are two
available views: Available/Busy.
Notes: This will allow you to add notes to specific directory entries.
First Name: This field displays additional user information about a telephone
extension.
Last Name: This field displays additional user information about a telephone
extension.
Number: This field shows the directory number for the associated user.
Department: This field shows the department information for the associated user.
Email: This field shows the email address for the associated user.
Click on any of the above headings to sort contacts by that field. The heading will first
sort from Z - A, click again to sort A - Z.
Note: When searching for users in the directory, please note the application will only
return data if there are less than 64 entries. For example, if you are searching for the
last name “Smith” and the CUCM directory contains more than 64 entries with the last
name “Smith”, you will need to narrow your results by entering the first few letters of
first name.
9.2.1
Send an Email
To send an email directly from the directory window, right click on the desired contact’s
email address and select Send Email.
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Figure 9-12
A new email window will open.
Note: This functionality is also found in the speed dials window.
9.2.2
Send Text
Sending texts allows the akkadian Console Operator user to send a message directly to
another user’s device.
Figure 9-13
Figure 9-14
1. Highlight a name
2. Right click on Send Text in the context-sensitive menu
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3. In the new window, add a title and message to the receiver
Delivered Validation
Once the message has been sent, the receiver's device will display as such:
Figure 9-15
Press Exit to return to the device's homepage
9.2.3
Search Order Preferences in Directory
To change the search order preference of the directory, select Tools > Preferences and
select Starts with or Contains in the Search Behavior drop down box.
If you select Starts with, only the names that start with the characters you enter will
populate. If you select Contains, names will populate if any consecutive letters are found
anywhere in the name.
9.3 Speed Dials Window
The Speed Dials window displays configured speed dial entries in tabs that the operator
configures for their call handling requirements.
Before you use speed dial entries to perform call-control tasks, you must add at least one
speed dial group and include at least one entry in the group, or you can rename the
Contacts tab and then add entries.
You can organize speed dial entries by configuring them into Speed Dial Groups. Speed
Dial Groups appear in the order in which you configure them in the Speed Dial window,
but are easily rearranged by clicking on the tab you would like to move and sliding it to
the desired position.
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9.3.1
To Add/Delete/Rename a Speed Dial Group to the Speed Dial
window
Figure 9-16
Figure 9-17
1. Right-click in the window and choose New from the context-sensitive menu.
2. Click the tab for Speed Dials and choose the speed dial group you want to rename. In
the Speed Dial window, right-click and choose Rename from the context-sensitive
menu.
3. In the New Name field of the dialog box, enter a new group name then click OK to
save. The dialog box automatically closes, and the renamed tab automatically displays
in the Speed Dial window.
Note: If you click Cancel, no changes will be saved.
To Delete a speed dial, right-click and choose Delete from the context-sensitive menu.
Note: When you click Delete, the tab disappears from the Speed Dial window, there is no
warning when a performed delete has been chosen. It will delete a speed dial group and
all associated speed dial entries for that group.
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9.3.2
To Add/Edit a speed dial entry in the Speed Dial window
To add a speed dial entry to the Speed
Dial window, click the tab where you
want to add the entry. Then right-click
from any speed dial entry and choose
Add from the context-sensitive menu.

Enter the name and number in the
respective fields of the dialog box. Click
OK to save.

OR Drag and Drop a contact from your
directory into the Speed Dial window.

Note: If you click Cancel, no changes
will be saved. Each speed dial tab
displays the following information:
Name/Number Search, Status, Notes.

To edit a speed-dial entry, click the tab
that contains the entry. Right-click the
Figure 9-18
speed dial entry to change and choose
Edit from the context-sensitive menu.

When you are finished making changes, click off the speed dial entry. Your changes are
automatically saved and the updated speed dial entry displays in the speed dial
window.

From a speed dial you can: Dial, Transfer, Consult Transfer, or Conference.
9.3.3
Search for Speed Dials
Use the Name and/or Number search fields in the speed dials window to search through
all set speed dials. The Search All Tabs tab will pull all matches regardless of the speed
dial tab they are assigned to.
9.3.4
Delete a Speed Dial Entry
Click the single speed dial entry that you wish to delete, right-click and choose Delete
from the context-sensitive menu. To delete multiple entries, hold down the Ctrl key,
highlight the speed dials, right click and select Delete.
9.3.5
Delete a Speed Dial Tab
Choose which Speed Dial tab you wish to delete, right-click and choose Delete from the
context-sensitive menu. When you click Delete, the Speed Dial Tab disappears from the
Speed Dial window.
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Note: Deleting a speed dial entry does not delete the speed dial group. Please be aware
that there is no warning when a perform delete has been chosen.
9.3.6
Ability to Modify Speed Dial Column Headers
This feature allows a user to choose the column headers they would like to view.
1. Right click on any column header and click Add/Remove Column.
2. A pop-up window will appear with a list of all column headers with check boxes next to
them.
3. To make a header visible, check the corresponding box.
4. To remove a header uncheck the corresponding box.
Figure 9-19
Note:
 The application will retain the order of the headers even after an application restart. .

The Name column in Speed Dial will always display the configured Display Name. If the
Display Name has not been edited this will be the same as the Name, or Directory Name.
9.4 Speed Dials with CSV Files
If several operators need access to the same speed dial list, they can be imported and
exported as needed utilizing CSV Files within the akkadian Console Operator.
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9.4.1
Exporting a Speed Dial CSV File
If the list of speed dials is already complete on one console, you can
export it to a CSV File.

Use the steps listed above to add a speed dials to any tab within
your console.

Right click within the speed dial window.

Select Export to CSV.

Save the file to a local folder or a remote shared drive.
9.4.2
Creating a CSV File from Scratch
If no speed dial list has been created yet, you can start one from
Figure 9-20
scratch. See CSV template below.

Right click within the speed dial window.

Select CSV-file Template from the menu to open a template suited for akkadian
Console Operator. Populate the template and save locally or to a shared drive.
CSV Template
9.4.3
Importing a CSV File
Once a CSV File has been exported from another console, or created from scratch and
saved either to a local or shared location, it can be imported to other consoles in need of
the same speed dial list.

Use the instructions above to create a new speed dial tab.

Right click within the tab and select Import from CSV.

Locate the CSV File from the local or shared location.
Note: Once the CSV File has been uploaded, you can add, edit or delete any entries you
wish. Changes made to the speed dials within your console will not affect the CSV File.
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10 Managing Calls
10.1 Make a Call
This chapter will take you through the different methods of making calls with akkadian
Console Operator. You can make calls when a line is available in the Call Control window.
You can make calls to directory or speed dial entries or to an external phone number.
Figure 10-1
For any calls that require navigation, click on the Dial Pad icon to populate it:
Figure 10-2
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The Dial Pad supports numeric dialing as well as characters supported by Call Manager
such as /, +, #, and *. These characters can be used when navigating such items as IVR
queues.
10.2 Answer a Call
This lesson will show you the different methods of answering calls with akkadian Console
Operator.
When akkadian Console Operator receives an incoming call, the call details display in the
Calls window.
Figure 10-3
Choose one of the following ways to answer a call on aCO:
 On the incoming call in the Calls window, click on the Answer icon to answer the call.
 Right click the incoming call and choose Answer from the context-sensitive menu.
 Double click the incoming call to answer it.
10.3 Place a Call on Hold
This lesson will show you the different methods of placing calls on hold with akkadian
Console.
You can place an active call on hold to take another incoming call or to check availability
of the intended recipient.
1. On the active call in the Calls window, click on the Hold icon to put the call on hold.
The Hold icon will turn into a Resume icon.
2. Right click the active call and choose Hold from the context-sensitive menu.
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Figure 10-4
10.4 Retrieve a Call from Hold (Resume)
This lesson will show you the different methods of resuming a call on hold with akkadian
Console Operator. When you retrieve a call from hold, the caller connects to you.
Figure 10-5
1. On the held call in the Calls window, click on the Resume icon to take the call off hold.
The Resume icon will be replaced with an End Call and Hold icon.
2. Right click the active call and choose Resume from the context-sensitive menu.
3. Double click the call on hold to resume it.
10.5 End a Call
This lesson will show you the different methods of ending a call with akkadian Console
Operator. When you end a call, the call disappears from the Calls window.
Figure 10-6
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

In the Calls window, click on the End Call icon to end the active call.
OR
Right click the active call and choose End Call from the context-sensitive menu.
10.6 Queued Calls
Unified CM provides call queuing natively to users so that callers can be held in a queue
until hunt members are available to answer them. Typically, callers in a queue receive an
initial greeting announcement followed by music on hold or tone on hold. When an agent
is part of a Hunt Group and calls are in queue, the next available agent (as part of the
Hunt Group) will be presented with the call either with auto answer, or ring.
Figure 10-7
Note: These values are updated every 30 seconds. Updates of RTMT data are limited. The
same limitations apply here.
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11 Transfer
11.1 Blind Transfer
This lesson will show you the different methods of (blind) transferring a call with akkadian
Console Operator. When you transfer an active call, the system connects the caller to the
person that you designate.
Figure 11-1
1. To (blind) transfer, enter the transfer destination number in the dial box
2. Press the Transfer button from the call control toolbar.
OR
Figure 11-2
1. Enter the transfer destination number in the dial box.
2. Right click on the selected call and choose Transfer from the context-sensitive menu.
3. As soon as the transfer button is pressed, the call will be successfully transferred and
out of your Call Windows box.
11.1.1 Drag and Drop for a Blind Transfer
Drag and drop the call that you want to transfer onto a speed-dial or directory entry.
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Figure 11-3
1. Select the active call and hold down to drag to the speed dial or directory entry.
2. Release the mouse button to complete the transfer once you have scrolled over the
desired entry and column.
Note: The call will be transferred to the number you drag and drop it to. Calls can be
dropped to an office extension, mobile number, home number, etc. The number will
become underlined, letting you know the transfer destination.
11.2 Consultative Transfer
This lesson will show you the different methods of performing a consultative transfer with
akkadian Console Operator. A consultative transfer allows you to consult the receiver of
the call before transferring the call.
Figure 11-4
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Figure 11-5
1.
2.
3.
4.
Select the call you want to transfer.
Type the transfer destination number in the Dial Box.
Press the Consult Transfer button from the call control toolbar.
After consulting the transfer recipient, press the Transfer button to complete the
transfer.
OR
Figure 11-6
Figure 11-7
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1. Select the call that you want to transfer then right click and choose Consult Transfer
from the context-sensitive menu.
2. Enter to transfer destination number using the dial pad or keyboard then click Consult
Transfer to have the number dialed.
3. After consulting the transfer recipient, the Consult Transfer button will change to
Transfer; click this button again to complete the transfer.
Note: If the transfer recipient cannot take the call, click the Cancel button; the dial pad
will then close. After which you must use the End Call option to end the call with the
recipient and Resume with the originally held party.
11.3 Transfer from the Directory
1.
2.
3.
4.
Select the call that you want to transfer
Right click a Speed Dial or Directory entry
Choose Consult Transfer from the context-sensitive menu.
After consulting the transfer recipient, press the Transfer button to complete the
consultative transfer
Figure 11-8
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11.4 Direct Transfer
This lesson will show you the different methods of performing a Direct Transfer with
akkadian Console Operator. A Direct Transfer allows you to transfer two calls on your
phone to each other freeing up your lines to receive other incoming calls.
Figure 11-9
1. Choose the calls that you want to directly transfer by holding down the Ctrl key and
clicking the calls.
2. Click the Direct Transfer button.
OR
3. Right-click and choose Direct Transfer from the context-sensitive menu.
11.5 Transfer to Voicemail
This lesson will show you how to transfer calls into a user’s voicemail box.
Figure 11-10
1. Select the call you would like to transfer from the Calls window.
2. Type the desired extension in the Dial Box.
3. Press the Transfer to Voicemail Call Control toolbar button to complete the transfer
to voicemail.
OR
1. Right click the call that you want to transfer to voicemail in the Calls window.
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2. Choose Transfer to Voicemail from the context-sensitive menu.
3. Type the desired extension using the dial pad or keyboard and click Transfer to
complete the transfer to voicemail.
11.5.1 Transfer to Voicemail Using the Directory or Speed Dials
1. Search for the contact using the Directory Window or Speed Dial Window.
2. Right click on the name and select Transfer to Voicemail.
Figure 11-11
Note: You can only use internal numbers to Transfer to Voicemail from the Speed Dial
Window.
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12 Conference
12.1 Add Participants
This lesson will show you how to add participants to an active call to create a conference
call.
Figure 12-1
1.
2.
3.
4.
Select the call you would like to create a conference call with from the Calls window.
Press the Conference toolbar button.
Type the desired number using the dial pad or keypad.
Press the Conference toolbar button to complete the conference call.
OR
1. Right click on the call that you want to create a conference call with in the Calls
window.
2. Choose Conference from the context-sensitive menu.
3. Enter the desired number using the dial pad or keypad.
Figure 12-2
4. Click Conference to complete the conference call.
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12.2 Join
This lesson will show you how to use Join to merge active calls and the operator into a
conference call.
1. Choose the two calls in the Calls window that you want to join by holding down the
Ctrl key and clicking the calls.
2. Click the Join button.
OR
1. Choose the two calls in the Calls window that you want to join by holding down the
Ctrl key and clicking the calls.
2. Right click and choose Join from the context-sensitive menu.
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13 Park
This lesson will show you how to use the Park feature to place active calls on hold to be
retrieved by another Cisco IP Phone in the system.
The parked call will remain on hold until the intended user retrieves the call or the parked
call reverts back to the operator's line.
Note: If the user does not answer the call that is parked at the call park extension, the
parked call remains at the extension for a set amount of time defined by the system
administrator; then, the call reverts automatically to an available operator.
1. In the Calls window, click the call you want to park.
2. Click the Park button on the Call Control toolbar.
OR
3. Right click and choose Park from the context-sensitive menu.
13.1.1 Drag and Drop
From the Call Control window,
use the mouse to drag and drop
the call that you want to park to
the Parked Calls window.
13.2 Revert a Parked Call
This lesson will show you how to revert parked calls if the end user does not retrieve the
call that is parked at the call park extension.
Note: The Cisco Unified Communications system may be configured to automatically
revert calls back to the phone that originally parked the call after a configurable amount
of time has transpired.
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1. Select the call you would like to revert from the Parked Calls window.
2. Press the Revert call control toolbar icon
OR
3. Right click on the call you would like to revert from the Parked Calls window.
4. Choose Revert from the context-sensitive menu.
13.2.1 Drag and Drop
From the Parked Calls window,
use the mouse to drag and drop
the call into the Calls window.
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14 Voicemail
This lesson will show you the different methods for using the console to call into
voicemail.
Figure 14-1
Figure 14-2
1. Select the line you would like to use to call into voicemail.
2. Press the Voicemail icon from the Call Control toolbar and follow the prompts.
3. When an automated voice prompt requires you to enter information, use the Dial Pad
button.
Note: Depending on the requests from the automated voice prompt, enter the
appropriate alphanumeric characters or symbols using the mouse or computer keyboard.
For security reasons, any digits entered by the user while on an active call will not be
shown.
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15 Notes
Notes can be added to lines, active calls, parked calls, directory entries, and speed dials by
using the Note icon.
1. Single click on the Note icon next to the name
2. A text box will appear where you can type in your note
3. Click Save to activate it
Figure 15-1
15.1 View a Saved Note
The Note icon will now turn yellow
and show a paperclip to signify it
has been applied.
If a note icon has a paperclip
attached, use your mouse to hover
over it and quickly read the
message. You can leave a Note on
a call, on a line, in Directories, or in
the Speed Dials Windows.
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Figure 15-2
68
16 Preferences
There are two different Theme Options you can choose from for the akkadian Console
Operator. Select Tools > Preferences. On the theme drop down box, select Expression
Dark, Expression Light, or Default. Press OK when finished.
Figure 16-1
16.1.1 Changing Selected Language
To change the language of the akkadian Console Operator, select Tools > Preferences.
On the language down box, select English, Spanish, or French. Click OK when finished.
Figure 16-2
Note: The new language will only appear once the akkadian Console Operator is closed
and reopened.
16.1.2 Changing Shortcut Keys
To change the shortcut keys used in akkadian Console Operator, click Define. A new
window will open.
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Click in the box of the shortcut you would like to change and hold down the Ctrl key and
press the letter you would like to change the shortcut to. Click Restore to Default to
restore the default shortcut keys. When complete, click Ok.
Figure 16-3
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17 Help Menu
From the Help Menu located on the Menu bar, you have the ability to receive various
methods of assistance from updates to instructions.
Figure 17-1
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Contents: Access akkadian Console Operator user guide.
Report a Bug: This will gather all necessary log files and place them into a single .zip
file on your desktop. These files can then be emailed to [email protected] for
analysis.
Training Video: Launches an instructional video for the akkadian Console Operator.
About: Access akkadian Console Operator version information, link to the akkadian
Console Operator Product Website, End User Documentation, and to send email for
akkadian Console Operator Licensing.
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