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Table Of Contents
Overview of Cisco Call Back Architecture
Cisco CTIManager Interface (QBEHelper)
Cisco CallManager Database Interface (DBL Library)
Screen Saver and Call Back Dictionary
Cisco Extended Functions Service Dependency
Multiple Cisco Extended Functions Applications in a Cluster
Cisco Call Back—Normal Operation
Cisco Call Back—Abnormal Operation
System Requirements for Cisco Call Back
Installing and Activating Cisco Extended Functions for the Cisco Call Back Feature
Configuring Cisco Call Back Feature
Configuration Checklist for Cisco Call Back
Creating a Softkey Template with the CallBack Softkey
Configuring CallBack Softkey Template in Device Pool
Adding CallBack Softkey Template in Phone Configuration
Setting the Cisco Extended Functions Service Parameters
Providing Information to Users for Cisco Call Back Feature
Troubleshooting Cisco Call Back Feature
Where to Find More Information
Cisco Call Back
The Cisco Call Back feature allows you to receive call back notification on your Cisco IP Phone when a called party line becomes available. To receive call back notification, a user presses the CallBack softkey while receiving a busy or ringback tone. You can activate call back notification on a line on a Cisco IP Phone within the same Cisco CallManager cluster as your phone. You cannot activate call back notification if the called party has forwarded all calls to another extension.
This chapter provides the following information about Cisco Call Back:
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System Requirements for Cisco Call Back
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Introducing Cisco Call Back
The following sections provide information about the Cisco Call Back feature:
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Overview of Cisco Call Back Architecture
The Cisco Call Back feature uses the Cisco Extended Functions (CEF) service. The CEF service comprises the following interfaces:
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The CEF service interfaces with the phone by using the XML services interface (XSI) over skinny protocol (a protocol that is used between a Cisco IP Phone and Cisco CallManager) and the Quick Byte Encoding protocol (a protocol that is used between the Cisco CTIManager and TSP/JTAPI). See Figure 3-1.
Figure 3-1 Cisco Call Back Using the Cisco Extended Functions Service Architecture
Cisco CTIManager Interface (QBEHelper)
The QBEHelper library provides the interface that allows the CEF service to communicate with a configured Cisco CTIManager.
Cisco CallManager Database Interface (DBL Library)
The DBL library provides the interface that allows the CEF service to perform queries on various devices that are configured and registered in the Cisco CallManager database.
Call Back Handler
The Call Back Handler resides in the CEF service and receives the called extension and calling extension information when the CallBack softkey is pressed. Cisco CallManager passes this information to the CEF service through the Cisco CTIManager interface.
The Cisco Extended Functions service determines the destination device by using the Cisco CallManager Database Interface. The CEF service opens the line and device by using Cisco CTIManager. When the called line becomes available, the CEF service sends an audio alert (a twinkle sound) and visual notification on the Cisco IP Phone through the Cisco CTIManager and XSI interfaces. Only one Call Back can be active on a Cisco IP Phone. The Call Back Handler keeps this information in memory. Phones and lines get opened through Cisco CTIManager only for a Call Back-activated phone and called phone line. When the Call Back notification goes to the Call Back-activated phone, the phone and lines that were opened by Cisco CTIManager close.
Screen Saver and Call Back Dictionary
The screen saver of the Cisco Extended Functions service reads the XML dictionary files and creates Document Object Model (DOM) objects for all installed locales when the CEF service starts. The system uses these DOM objects for constructing XSI screens that are needed by the Cisco IP Phone.
Redundancy Manager
When multiple Cisco Extended Functions are active within a Cisco CallManager cluster, the redundancy manager uses an algorithm to determine which CEF is active and which is the backup CEF. The Redundancy Manager uses the lowest IP address of the server that is running the CEF service as the active service. The remaining CEF services serve as backup services.
DB Change Notifier
The DB Change Notifier handles all the database change notifications, such as service parameter changes, trace parameter changes, and alarm configuration changes, and reports the changes to the CEF service.
SDI Trace and Alarm
The Cisco Extended Functions service uses the SDI Trace and Alarm libraries. The libraries generate trace and alarms to the Event Viewer. The alarm library publishes information to the Cisco RIS Data Collector service about the CEF service. For more information about trace and alarms, refer to the Cisco CallManager Serviceability Administration Guide.
Cisco Extended Functions Service Dependency
Cisco Call Back uses the Cisco Extended Functions service, which depends on the following services (see Figure 3-2):
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Figure 3-2 Cisco Extended Functions Service Dependency (Typical Configuration)
Multiple Cisco Extended Functions Applications in a Cluster
If multiple Cisco Extended Functions applications are active within a Cisco CallManager cluster, Cisco Extended Functions uses an algorithm to determine which application should be active and to order the remaining as backups. The Cisco Extended Functions application with the lowest IP address becomes active. The application with the next lowest IP address becomes the backup to the active application. Any remaining applications act as backups to each other, beginning with the application with the next lowest IP address. If you add any new applications to the cluster, Cisco Extended Functions restarts the algorithm to determine which application will be active.
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To verify the directory status and Cisco Extended Functions application registration status to the Cisco CTIManager, use the Real-Time Monitoring Tool as described in the Cisco CallManager Serviceability Administration Guide.
How to Use Cisco Call Back
After proper installation and configuration, Cisco IP Phone Models 7960 and 7940 include the Cisco Call Back feature. The following sections describe how to use the Call Back feature and what happens during normal and abnormal operations.
For more information about how to use the Call Back feature, refer to the Cisco IP Phone Models 7960 and 7940 User Guide.
Cisco Call Back—Normal Operation
Use Cisco Call Back for notification when a busy phone becomes available. See the following examples.
Phone A and Phone C call Phone B, and both phones activate Call Back. When Phone B becomes available, both Phone A and Phone C receive notification. The phone that initiates the Call Back first connects to Phone B.
Phone A calls Phone B in the same Cisco CallManager cluster. Because Phone B is busy or does not reply, Phone A activates the Call Back feature by using the CallBack softkey. When Phone B becomes available, Phone A receives an audio alert and visual notification.
When Phone A activates Call Back, the following message displays:
Call Back is activated on xxxx (a directory number). Press Cancel to deactivate. Press Exit to quit this screen.
When Phone B becomes available (on hook), Phone A receives audio notification and the following message displays:
xxxx has become available Time <hh:mm mm/dd/yy>. Press Dial to Call. Press Exit to quit this screen.
Cisco Call Back—Abnormal Operation
From time to time, Call Back may not work for various reasons. See the following examples.
Phone A calls Phone B in the same Cisco CallManager cluster. Because Phone B is busy or does not reply, Phone A activates the Call Back feature by using the CallBack softkey. When Phone B becomes available, Phone A receives an audio alert and visual notification.
When Phone A unsuccessfully tries to activate Call Back, the following message displays:
Call Back cannot be invoked for extension xxxx. Press Exit to quit this screen.
If Phone A tries to press the CallBack softkey during the idle state, the following message displays on Phone A:
Call Back is not active. Press Exit to quit this screen.
When Phone A tries to activate Call Back and it is already active, the following message displays:
CallBack is already active on xxxx. Press OK to activate on yyyy. Press Exit to quit this screen.
When Phone A tries to activate Call Back and the extension is not found in the database, the following message displays:
CallBack cannot be activated for xxxx.
When Phone A tries to activate Call Back and the Cisco CTIManager and Cisco Extended Functions services are not registered, the following message displays:
Service not available.
When Phone A tries to activate Call Back and the Cisco Extended Functions service is not working, the following message displays:
Call Back Service Failure.
System Requirements for Cisco Call Back
Cisco Call Back requires the following software components to operate:
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The following phones support Cisco Call Back with the CallBack softkey (can be calling and called phone):
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You can call the following phones and can have Call Back activated on them (must be in same Cisco CallManager cluster as calling phone):
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Interactions and Restrictions
Table 3-1 describes how Cisco Call Back interacts with call waiting and call forward features.
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Installing and Activating Cisco Extended Functions for the Cisco Call Back Feature
Cisco Call Back, a feature within the Cisco Extended Functions service, automatically gets installed with Cisco CallManager installation. Perform three steps after installation to make Cisco Call Back available for use:
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Configuring Cisco Call Back Feature
For successful configuration of the Cisco Call Back feature, review the steps in the configuration checklist, perform the configuration requirements, and activate the Cisco Extended Functions service. The following sections provide configuration information:
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Configuration Checklist for Cisco Call Back
Table 3-2 shows the logical steps for configuring the Cisco Call Back feature in Cisco CallManager.
Table 3-2 Cisco Call Back Configuration Checklist
Step 1
Create a copy of the Standard User softkey template and add the CallBack softkey:
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Add the new softkey template to the device pool.
Step 3
Add the new softkey template to the user phones by using the Phone Configuration window.
Step 4
Use defaults for Cisco Extended Functions service parameters.
Step 5
Choose user locales for Cisco IP Phones.
User Configuration Settings, Cisco CallManager Administration Guide
Cisco IP Telephony Locale Installer documentation.
Step 6
Using the Cisco CallManager Serviceability tool, Service Activation, activate Cisco Extended Functions service.
Cisco CallManager Serviceability Administration Guide
Creating a Softkey Template with the CallBack Softkey
Perform the following procedure to create a new softkey template with the CallBack softkey.
Procedure
Step 1
The Softkey Template Configuration window displays.
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Step 3
The Softkey Template Configuration window displays with new information.
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Step 5
The Softkey Template Configuration redisplays with new information.
Step 6
The Softkey Layout Configuration window displays. You must add the CallBack softkey to the On Hook and Ring Out call states.
Step 7
The Softkey Layout Configuration window redisplays with the Unselected Softkeys and Selected Softkeys lists.
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Step 10
The Softkey Layout Configuration window redisplays with the Unselected Softkeys and Selected Softkeys lists.
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Configuring CallBack Softkey Template in Device Pool
Perform the following procedure to add the Call Back softkey template to the device pool. You can add the template to the default device pool if you want all users to have access to the CallBack softkey, or you can create a customized device pool for Call Back feature users.
Procedure
Step 1
The Device Pool Configuration window displays.
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Adding CallBack Softkey Template in Phone Configuration
Perform the following procedure to add the Call Back softkey template to each user phone.
Procedure
Step 1
The Find and List Phones window displays.
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Setting the Cisco Extended Functions Service Parameters
Set the Cisco Extended Functions service parameters by using Cisco CallManager Administration to access the service parameters (Service > Service Parameters). Choose the server where the Cisco Call Back application resides and then choose the Cisco Extended Functions service.
Cisco recommends that you use the default service parameters settings unless otherwise instructed by the Cisco Technical Assistance Center. Cisco Extended Functions includes the following parameters for Cisco Call Back:
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Providing Information to Users for Cisco Call Back Feature
The Cisco IP Phone Models 7960 and 7940 User Guide provides procedures for how to use the Call Back feature on the Cisco IP Phone.
Troubleshooting Cisco Call Back Feature
Use the Cisco CallManager Serviceability Trace Configuration and Real-Time Monitoring Tool to help troubleshoot Call Back problems. Refer to the Cisco CallManager Serviceability Administration Guide.
For troubleshooting information, refer to the Troubleshooting Guide for Cisco CallManager.
Where to Find More Information
Related Topics
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Additional Cisco Documentation
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