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Cisco CallManager Features and Services Guide, Release 4.1(2)
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Index
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Preface
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Cisco CallManager Extension Mobility
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Cisco IP Manager Assistant With Proxy Line Support
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Cisco IP Manager Assistant With Shared Line Support
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Cisco Call Back
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Client Matter Codes and Forced Authorization Codes
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Music On Hold
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Cisco CallManager AutoAttendant
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Barge and Privacy
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Call Park
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Immediate Divert
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Malicious Call Identification
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Multilevel Precedence and Preemption
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Custom Phone Rings
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Cisco WebDialer
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Cisco CallManager Attendant Console
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Call Display Restrictions
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Quality Report Tool
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External Call Transfer Restrictions
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Troubleshooting Features and Services
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FeedbackTable Of Contents
A - B - C - D - E - F - H - I - J - L - M - N - P - Q - R - S - T - U - W -
Index
A
AAR
MLPP interaction 12-37
access control
MLPP numbering plan
example (figure) 12-28
explained 12-27
precedence patterns
example (figure) 12-28
explained 12-27
alternate party diversion (APD)
example (figure) 12-13
explained 12-12
announcements
blocked precedence 12-25
blocked precedence (figure) 12-25
busy station 12-25
MLPP 12-23
unauthorized precedence 12-23
unauthorized precedence (figure) 12-24
application dial rules
configuring for WebDialer 14-11
Attendant Console, Cisco CallManager
configuration 15-21
configuration checklist 15-22
configuration tool settings 15-61
configuring broadcast hunting 15-60
configuring circular hunting 15-60
configuring held icon timers 15-59
dependency records 15-64
dial rules 15-51
directory 15-14
directory lookup rules 15-51
hunt groups
configuration settings (table) 15-47
deleting members 15-45
updating members 15-45
viewing members 15-45
installation 15-21
interaction with Extension Mobility 15-19
more information 15-65
overview 15-1
performance monitors 15-64
pilot points, configuring 15-30
redundancy 15-16
service parameters 15-49
users 15-2
users, configuring 15-23
using the Attendant Console Configuration Tool 15-60
audio sources
creating for MOH 6-13
for MOH 6-12
managing for MOH 6-14
MOH CD-ROM 6-12
multicast 6-14
unicast 6-14
automated alternate routing (AAR)
MLPP interaction 12-37
B
bandwidth
insufficient with AAR for MLPP 12-37
barge
activating with built-in conference bridge 8-11
configuration checklist (table) 8-12
installing and activating 8-10
interactions and restrictions 8-8
more information 8-15
overview 8-1
service parameters 8-15
softkey 8-4
system requirements 8-7
troubleshooting A-35
broadcast hunting
configuring 15-60
built-in conference bridge
barge 8-11
C
call display restrictions
configuration checklist (table) 16-7
configuring 16-7
enabling 16-3
interactions 16-5
introduction 16-2
more information 16-21
overview 16-1
sample configurations 16-14
scenarios 16-4
system requirements 16-3
troubleshooting 16-21
call forward
MLPP interaction 12-34
calling search spaces
Cisco IP Manager Assistant (IPMA)
configuration tips 2-24
CallManager Attendant Console, Cisco
client configuration settings (table) 15-57
call park
adding a number 9-13
configuration checklist (table) 9-9
configuration settings (table) 9-15
configuring 9-8
deleting a number 9-14
example with MOH 6-7
finding a number 9-10
installing and activating 9-8
interactions 9-5
introduction 9-2
more information 9-17
overview 9-1
restrictions 9-7
setting service parameters 9-10
system requirements 9-5
troubleshooting 9-17
updating a number 9-13
usage example 9-2
call preservation
with MLPP 12-36
call queuing 15-13
configuring 15-60
call transfer
MLPP interaction 12-35
call waiting
MLPP interaction 12-36
cBarge
activating with shared conference bridge 8-11
softkey 8-6
CDR
recording for precedence calls 12-33
channel nonpreemptable 12-17
Cisco Call Back
configuration checklist 4-7
description 4-2
interactions and restrictions 4-5
overview 4-1
setting service parameters 4-10
softkey template 4-8
system requirements 4-5
Cisco CallManager
configuring for Cisco CallManager AutoAttendant 7-9
MOH servers 6-9
Cisco CallManager AA
troubleshooting A-29
Cisco CallManager Attendant Console 15-51
client configuration settings (table) 15-57
configuration 15-21
configuration checklist 15-22
configuration tool settings 15-61
configuring broadcast hunting 15-60
configuring circular hunting 15-60
configuring held icon timers 15-59
dependency records 15-64
dial rules 15-51
directory 15-14
hunt groups
configuration settings (table) 15-47
deleting members 15-45
updating members 15-45
viewing members 15-45
installation 15-21
interaction with Extension Mobility 15-19
more information 15-65
overview 15-1
performance monitors 15-64
pilot points, configuring 15-30
redundancy 15-16
service parameters 15-49
troubleshooting A-42
users 15-2
users, configuring 15-23
using the Attendant Console Configuration Tool 15-60
Cisco CallManager Attendant Console Issues
collecting server logs A-55
directory issues A-49
initialization of telephony error message displays A-42
interface issues A-52
problems making and receiving calls A-45
serviceability does not generate JTAPI logs A-54
voice mail issues A-51
Cisco CallManager AutoAttendant 7-9, 7-13, 7-25, 7-27
adding CTI ports 7-11
adding CTI route points 7-9
adding to Cisco CRA 7-22
components 7-4
configuring directory server settings 7-14
customizing 7-24
description 7-1
installation requirements 7-5
installing 7-5
managing 7-29
modifying instance 7-24
overview 7-3
reinstalling 7-7
script 7-3
understanding 7-2
upgrading 7-7
uploading spoken name 7-28
Cisco CallManager Extension Mobility
adding 1-25
configuration checklist 1-21
configuration checklist (table) 1-21, 7-8, 7-9, 7-13
configuration example 1-20
configuring 1-18
description 1-4
device profiles 1-2
error clearing A-4
general problems, clearing A-2
illustrated (figure) 1-5
installing 1-15
login call flow 1-9
logout call flow 1-10
overview 1-1
subscribing 1-38
system requirements 1-11
troubleshooting A-1
user device profile, associating 1-36
using 1-41
Cisco CRA
viewing trace settings 7-29
Cisco CRA Engine
adding Cisco CallManager AutoAttendant 7-22
adding CTI port group 7-19
configuring for Cisco CallManager AutoAttendant 7-13
configuring JTAPI subsystem 7-18
starting and stopping 7-29
Cisco Customer Response Platform
components 7-4
Cisco IP Manager Assistant
troubleshooting A-7
Cisco IP Manager Assistant (IPMA)
architecture overview 2-2, 3-2
bulk administration tool 1-13, 2-10, 3-10
calling search space and partitions
configuration tips 2-24
Cisco IP Phone interface 2-6, 3-6
Cisco IP Phone Services, configuration tips 2-30
configuration checklist for proxy line support (table) 2-15
configuration checklist with shared line support (table) 3-14
configuration wizard for proxy line 2-20
configuring assistant proxy and incoming intercom lines 2-41
configuring manager and assigning assistant for proxy line 2-36
configuring manager and assigning assistant for shared line 3-24
configuring manager primary and incoming intercom lines 2-36, 3-24
configuring shared and incoming intercom lines for assistant 3-28
database and directory access architecture
deleting 2-39, 2-44, 3-26, 3-30
dial rules configuration 2-46, 3-33
installing and activating 2-14, 3-13
installing the assistant console application 2-49, 3-36
LDAP configuration settings (table) 2-47, 3-34
manager and assistant phone configuration 2-30, 3-20
manager assistant administration interface 2-8, 3-8
multilevel precedence and preemption 2-13
Multilevel Precedence and Preemption (MLPP) 3-12
phones
providing information to managers and assistants 3-35
route point
configuration tips 2-26
setting service parameters 2-26, 3-18
starting the Cisco IPMA service 2-29, 3-20
system configuration with proxy line 2-19
time-of-day routing 2-13
updating 2-40, 2-45, 3-27, 3-31
Cisco IP Phone Services
Cisco IP Manager Assistant (IPMA)
configuration tips 2-30
Cisco TCD
understanding 15-15
Cisco WebDialer 14-1
Client Matter Codes
adding 5-11
configuration checklist (table) 5-8
configuration settings (table) 5-14
CTI, JTAPI, and TAPI usage 5-6
deleting 5-13
described 5-2
enabling for route patterns 5-14
finding 5-9
installation 5-7
interactions 5-4
requirements 5-7
restrictions 5-4
system requirements 5-7
updating 5-12
user information 5-23
common network facility preemption
example (figure) 12-18
example with retry timer Trr (figure) 12-20
explained 12-17
computer management (device driver) window (figure) 6-24
configuring Cisco CallManager 7-9
configuring Cisco CRA Engine 7-13
configuring welcome prompt 7-27
CTI ports
adding for Cisco CallManager AutoAttendant 7-11
adding to Cisco CRA 7-19
CTI route points
adding for Cisco CallManager AutoAttendant 7-9
Cisco IP Manager Assistant (IPMA) configuration tips 2-26
custom phone rings
creating 13-4
more information 13-4
overview 13-1
PCM file requirements 13-3
D
database
scalability 6-10
dependency records
Cisco CallManager Attendant Console 15-64
device profiles
and Cisco CallManager Extension Mobility 1-2
devices
driver states, checking 6-23
dial rules
Cisco CallManager Attendant Console 15-51
directory lookup rules 15-51
directory server settings, Cisco CallManager AutoAttendant 7-14
domain
identifier for MLPP 12-8
E
enterprise parameters
MLPP 12-44
error
Cisco CallManager Extension Mobility A-4
external call transfer restrictions
block offnet to offnet transfer service parameter 18-10
call classification service parameter 18-9
configuration checklist (table) 18-8
gateway configuration 18-11
installing and activating 18-7
interactions 18-6
more information 18-13
overview 18-1
restrictions 18-7
route pattern configuration 18-12
service parameters 18-9
system requirements 18-5
trunk configuration 18-11
F
features
barge 8-1
call display restrictions 16-1
call park 9-1
Cisco IP Manager Assistant (IPMA)
bulk administration tool 1-13, 2-10, 3-10
calling search space and partitions 2-24
Cisco IP Phone interface 2-6, 3-6
Cisco IP Phone Services 2-30
configuration checklist for proxy line support (table) 2-15
configuration checklist with shared line support (table) 3-14
manager assistant administration interface 2-8, 3-8
multilevel precedence and preemption 2-13
Multilevel Precedence and Preemption (MLLP) 3-12
route point 2-26
time-of-day routing 2-13
understanding architecture 2-2, 3-2
understanding database and directory access architecture 2-6, 3-6
external call transfer restrictions 18-1
immediate divert 10-1
Malicious Call ID (MCID) 11-1
Multilevel Precedence and Preemption (MLPP)
using with Cisco IPMA 3-12
privacy 8-1
QRT 17-1
WebDialer 14-1
file format
RingList.xml 13-2
Forced Authorization Codes
adding 5-17
configuration checklist (table) 5-8
configuration settings (table) 5-21
CTI, JTAPI, and TAPI usage 5-6
deleting 5-20
described 5-3
enabling for route patterns 5-22
finding 5-16
installation 5-7
interactions 5-4
requirements 5-7
restrictions 5-4
system requirements 5-7
updating 5-19
user information 5-23
H
held icon timers, configuring 15-59
hunt groups
broadcast
configuring 15-60
understanding 15-11
circular
understanding 15-9
circular hunting
configuring 15-60
configuration settings (table) 15-47
configuring 15-41
deleting members 15-45
linked 15-7
understanding 15-3
updating members 15-45
viewing members 15-45
I
immediate divert
configuration checklist (table) 10-11
installing and activating 10-10
interactions 10-8
more information 10-12
overview 10-1
restrictions 10-9
setting service parameters 10-12
system requirements 10-2
troubleshooting A-37
using 10-5
indication enabled 12-10
insufficient bandwidth
AAR for MLPP 12-37
J
JTAPI subsystem, configuring 7-18
L
LDAP
for Cisco IPMA configuration settings (table) 3-34
lines
interaction with MLPP 12-34
login call flow
Cisco CallManager Extension Mobility 1-9
logout call flow
Cisco CallManager Extension Mobility 1-10
M
malicious call ID
adding a softkey template 11-9
configuration checklist (table) 11-6
configuring alarms 11-8
giving MCID to users 11-10
installing 11-6
interactions 11-3
more information 11-12
overview 11-1
removing MCID feature 11-11
restrictions 11-5
services 11-1
setting service parameters 11-8
system requirements 11-3
troubleshooting 11-12
using feature with Cisco CallManager 11-2
feature code 11-2
Malicious Call Identification (MCID), see malicious call ID
MCGP
and MLPP 12-37
MLPP
activating 12-42
announcements
blocked precedence 12-25
blocked precedence (figure) 12-25
busy station 12-25
explained 12-23
unauthorized precedence 12-23
unauthorized precedence (figure) 12-24
automated alternate routing (AAR) 12-37
call forward 12-34
call preservation 12-36
call transfer 12-35
call waiting 12-36
CDR recording 12-33
configuration checklist (table) 12-42
configuring 12-42
described 12-1
domain 12-8
enterprise parameters 12-44
hierarchical configuration 12-32
indication 12-10
installing 12-42
interactions 12-39
introducing 12-2
line feature interaction 12-34
MGCP 12-37
more information 12-46
numbering plan
example (figure) 12-28
explained 12-27
precedence
alternate party diversion (APD) 12-12
alternate party diversion example (figure) 12-13
call setup 12-10
explained 12-4
patterns 12-9
precedence patterns
example (figure) 12-28
explained 12-27
preemption
common network facility 12-17
common network facility example (figure) 12-18
common network facility example with retry timer Trr (figure) 12-20
details 12-15
enabled 12-14
explained 12-8
receiving 12-14
user access 12-15
user access channel nonpreemptable 12-17
user access example (figure) 12-16
PRI 12-37
service parameter 12-33
shared lines 12-35
terminology 12-3
trunk selection
example (figure) 12-31
explained 12-29
modifying prompts 7-25
MOH
audio sources
adding 6-26
configuration settings (table) 6-30
configuring 6-25
copying 6-28
deleting 6-29
explained 6-12
updating 6-27
call park example 6-7
CD-ROM 6-12
characteristics 6-4
configuration checklist (table) 6-19
creating audio sources 6-13
database scalability 6-10
definitions 6-2
described 6-1
failover and fallback 6-18
features
database requirements 6-9
database scalability 6-10
manageability 6-10
MOH servers 6-7
server manageability 6-9
server redundancy 6-9
server scalability 6-8
fixed audio source
configuration settings (table) 6-34
described 6-33
functionality 6-5
list of topics 6-1
managing audio sources 6-14
monitoring performance
computer management (device driver) window (figure) 6-24
device driver states 6-23
overview (table) 6-20
service states 6-22
more information 6-50
requirements and limits 6-17
server configuration settings (table) 6-46
servers
adding 6-40
characteristics 6-7
copying 6-42
database requirements 6-9
deleting 6-43
explained 6-11
finding 6-38
manageability 6-9
perfmon counters 6-21
redundancy 6-9
resetting 6-45
scalability 6-8
updating 6-41
supported features 6-7
transfer hold example 6-7
understanding 6-2
user hold example 6-7
multicast
audio sources for MOH 6-14
configuration checklist (table) 6-16
explained 6-14
multilevel precedence and preemption
activating 12-42
announcements
blocked precedence 12-25
blocked precedence (figure) 12-25
busy station 12-25
explained 12-23
unauthorized precedence 12-23
unauthorized precedence (figure) 12-24
automated alternate routing (AAR) 12-37
call forward 12-34
call preservation 12-36
call transfer 12-35
call waiting 12-36
CDR recording 12-33
configuration checklist (table) 12-42
configuring 12-42
described 12-1
domain 12-8
enterprise parameters 12-44
hierarchical configuration 12-32
indication 12-10
installing 12-42
interactions 12-39
introducing 12-2
line feature interaction 12-34
MGCP 12-37
more information 12-46
numbering plan
example (figure) 12-28
explained 12-27
precedence
alternate party diversion (APD) 12-12
alternate party diversion example (figure) 12-13
call setup 12-10
explained 12-4
patterns 12-9
precedence patterns
example (figure) 12-28
explained 12-27
preemption
common network facility 12-17
common network facility example (figure) 12-18
common network facility example with retry timer Trr (figure) 12-20
details 12-15
enabled 12-14
explained 12-8
receiving 12-14
user access 12-15
user access channel nonpreemptable 12-17
user access example (figure) 12-16
service parameter 12-33
shared lines 12-35
terminology 12-3
trunk selection
example (figure) 12-31
explained 12-29
music on hold (MOH) 6-25, 6-37
audio sources 6-12
call park example 6-7
CD-ROM 6-12
characteristics 6-4
configuration checklist (table) 6-19
creating audio sources 6-13
definitions 6-2
described 6-1
failover and fallback 6-18
functionality 6-5
list of topics 6-1
managing audio sources 6-14
monitoring performance
computer management (device driver) window (figure) 6-24
device driver states 6-23
overview (table) 6-20
service states 6-22
more information 6-50
requirements and limits 6-17
servers
characteristics 6-7
database requirements 6-9
explained 6-11
manageability 6-9
perfmon counters 6-21
redundancy 6-9
scalability 6-8
supported features 6-7
transfer hold example 6-7
understanding 6-2
user hold example 6-7
N
nonpreemptable user access channel 12-17
numbering plan
MLPP (figure) 12-28
MLPP access control 12-27
P
parameters, service
CDR 11-8
PCM file requirements
for custom ring types 13-3
perfmon counters
counter descriptions (table) 6-22
using to view MOH servers 6-21
phones
custom rings
overview 13-1
PCM file requirements 13-3
pilot points
configuring 15-30
understanding 15-3
precedence
alternate party diversion (APD)
example (figure) 12-13
explained 12-12
blocked 12-25
blocked (figure) 12-25
busy station 12-25
call setup 12-10
CDR recording 12-33
explained 12-4
patterns
access control 12-27
MLPP (figure) 12-28
setup 12-9
unauthorized 12-23
unauthorized (figure) 12-24
preemption
common network facility 12-17
common network facility example (figure) 12-18
common network facility example with retry timer Trr (figure) 12-20
details 12-15
enabled 12-14
explained 12-8
receiving 12-14
user access 12-15
user access channel nonpreemptable 12-17
user access example (figure) 12-16
PRI
and MLPP 12-37
privacy
activating 8-11
configuration checklist (table) 8-14
installing and activating 8-10
interactions and restrictions 8-8
more information 8-15
overview 8-1
service parameters 8-15
system requirements 8-7
prompts, Cisco CallManager AutoAttendant 7-25
proxy user
creating for WebDialer 14-11
Q
QRT
adding softkey template to phones 17-25
Cisco Extended Functions service 17-7
configuration checklist 17-19
configuring 17-18
creating softkey template 17-20
description 17-2
extended menu choices 17-11
installing 17-17
interactions and restrictions 17-17
IP phone support 17-7
overview 17-1
problem categories and reason codes 17-12
QRT reports 17-36
serviceability features 17-27
setting service parameters 17-33
system requirements 17-7
user interface 17-10
using 17-9
using the QRT Viewer 17-36
Quality Report Tool (QRT) 17-1
R
recording welcome prompt 7-25
redirector servlet
configuring 14-10
redundancy
MOH servers 6-9
WebDialer 14-4
requirements
Cisco Call Back 4-5
Cisco CallManager Extension Mobility 1-11
retry timer Trr example (figure) 12-20
RingList.xml file format 13-2
S
service parameters
barge 8-15
CDR 11-8
external call transfer restrictions 18-9
MLPP 12-33
privacy 8-15
WebDialer 14-9
services
Cisco CallManager Extension Mobility, adding 1-25
shared conference bridge
cBarge 8-11
shared lines
MLPP interaction 12-35
softkey
barge 8-4
cBarge 8-6
softkey templates
MCID 11-9
spoken name, uploading 7-28
T
templates, softkey
MCID 11-9
trace settings
WebDialer 14-13
transfer
external call transfer restrictions 18-1
transfer hold, example with MOH 6-7
troubleshooting
barge A-35
Cisco CallManager AA A-29
Cisco CallManager Attendant Console A-42
Cisco CallManager Extension Mobility A-1, A-4
Cisco IP Manager Assistant A-7
immediate divert A-37
WebDialer A-38
Trr retry timer preemption example (figure) 12-20
trunks
selection for MLPP
example (figure) 12-31
explained 12-29
U
unicast
audio sources for MOH 6-14
explained 6-14
user hold, example with MOH 6-7
W
WebDialer
configuration checklist (table) 14-8
configuring application dial rules 14-11
configuring Webdialer servlet 14-8
creating a proxy user 14-11
installing and activating 14-6
interactions and restrictions 14-5
more information 14-14
overview 14-1
redirector servlet 14-2
redundancy 14-4
service parameters 14-9
servlet 14-2
system requirements 14-5
trace settings 14-13
troubleshooting A-38
upgrading 14-7
WebDialer servlet
configuring 14-8