Table 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 15-23

configuration tool settings 15-63

configuring broadcast hunting 15-62

configuring circular hunting 15-62

configuring held icon timers 15-61

dependency records 15-67

dial rules 15-52

directory 15-14

directory lookup rules 15-52

hunt groups

configuration settings (table) 15-48

deleting members 15-46

updating members 15-46

viewing members 15-46

installation 15-21

interaction with Extension Mobility 15-19

more information 15-68

overview 15-1

performance monitors 15-67

pilot points, configuring 15-32

redundancy 15-16

service parameters 15-50

users 15-2

users, configuring 15-24

using the Attendant Console Configuration Tool 15-62

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 8-12

configuration checklist (table) 8-14

installing and activating 8-12

interactions and restrictions 8-8

more information 8-18

overview 8-1

service parameters 8-17

softkey 8-4

system requirements 8-8

troubleshooting A-35

broadcast hunting

configuring 15-62

built-in conference bridge

barge 8-12

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) 15-58

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 15-62

call transfer

MLPP interaction 12-35

call waiting

MLPP interaction 12-36

cBarge

activating with shared conference bridge 8-12

softkey 8-6

CDR

recording for precedence calls 12-33

channel nonpreemptable 12-17

Cisco Call Back

configuration checklist 4-8

description 4-2

interactions and restrictions 4-5

interactions with Call Forward, iDivert, and Voice-Mail System features 4-6

overview 4-1

setting service parameters 4-11

softkey template 4-9

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 15-52

client configuration settings (table) 15-58

configuration 15-21

configuration checklist 15-23

configuration tool settings 15-63

configuring broadcast hunting 15-62

configuring circular hunting 15-62

configuring held icon timers 15-61

configuring settings 15-57

creating the corporate directory file 15-54

dependency records 15-67

dial rules 15-52

directory 15-14

hunt groups

configuration settings (table) 15-48

deleting members 15-46

updating members 15-46

viewing members 15-46

installation 15-21

installing 15-55

interaction with Extension Mobility 15-19

more information 15-68

overview 15-1

performance monitors 15-67

pilot points, configuring 15-32

redundancy 15-16

service parameters 15-50

starting after installing Windows XP SP2 15-56

troubleshooting A-41

users 15-2

users, configuring 15-24

using the Attendant Console Configuration Tool 15-62

Cisco CallManager Attendant Console Issues

collecting server logs A-55

directory issues A-49

initialization of telephony errors 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

assistant interfaces 2-7, 3-7

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

understanding 2-6, 3-6

deleting 2-39, 2-44, 3-26, 3-30

desktop interface 2-5, 3-5

dial rules configuration 2-46, 3-33

extension mobility 2-11, 3-10

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

manager interfaces 2-7, 3-6

more information 2-52, 3-38

multilevel precedence and preemption 2-13

Multilevel Precedence and Preemption (MLPP) 3-12

phones

configuration tips 2-35, 3-23

providing information to managers and assistants 3-35

reporting tools 2-11, 3-10

restrictions 2-13, 3-12

route point

configuration tips 2-26

setting service parameters 2-26, 3-18

softkeys 2-8, 3-7

starting the Cisco IPMA service 2-29, 3-20

system configuration with proxy line 2-19

system requirements 2-9, 3-8

time-of-day routing 2-13

understanding 2-3, 3-3

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 15-67

device profiles

and Cisco CallManager Extension Mobility 1-2

devices

driver states, checking 6-23

dial rules

Cisco CallManager Attendant Console 15-52

directory lookup rules 15-52

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)

assistant interfaces 2-7, 3-7

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

desktop interface 2-5, 3-5

extension mobility 2-11, 3-10

manager assistant administration interface 2-8, 3-8

manager interfaces 2-7, 3-6

multilevel precedence and preemption 2-13

Multilevel Precedence and Preemption (MLLP) 3-12

phones 2-35, 3-23

reporting tools 2-11, 3-10

route point 2-26

softkeys 2-8, 3-7

time-of-day routing 2-13

understanding 2-3, 3-3

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 15-61

hunt groups

broadcast

configuring 15-62

understanding 15-11

circular

understanding 15-9

circular hunting

configuring 15-62

configuration settings (table) 15-48

configuring 15-42

deleting members 15-46

linked 15-7

understanding 15-3

updating members 15-46

viewing members 15-46

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-36

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

explained

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

restrictions 12-39, 12-40

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

configuring 6-25, 6-37

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

restrictions 12-39, 12-40

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

creating 13-1, 13-4

overview 13-1

PCM file requirements 13-3

pilot points

configuring 15-32

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 8-13

configuration checklist (table) 8-16

installing and activating 8-12

interactions and restrictions 8-8

more information 8-18

overview 8-1

service parameters 8-17

system requirements 8-8

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 8-17

CDR 11-8

external call transfer restrictions 18-9

MLPP 12-33

privacy 8-17

WebDialer 14-9

services

Cisco CallManager Extension Mobility, adding 1-25

shared conference bridge

cBarge 8-12

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-41

Cisco CallManager Extension Mobility A-1, A-4

Cisco IP Manager Assistant A-7

immediate divert A-36

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