Table Of Contents

Preface

Purpose

Audience

Organization

Related Documentation

Conventions

Obtaining Documentation

Cisco.com

Documentation DVD

Ordering Documentation

Documentation Feedback

Cisco Product Security Overview

Reporting Security Problems in Cisco Products

Obtaining Technical Assistance

Cisco Technical Support Website

Submitting a Service Request

Definitions of Service Request Severity

Obtaining Additional Publications and Information

Preface

---

This preface describes the purpose, audience, organization, and conventions of this guide and provides information on how to obtain related documentation.

The preface covers these topics:

•Purpose

•Audience

•Organization

•Related Documentation

•Conventions

•Obtaining Documentation

•Documentation Feedback

•Cisco Product Security Overview

•Obtaining Technical Assistance

•Obtaining Additional Publications and Information

Purpose

The Cisco CallManager Features and Services Guide provides the information that you need to understand, install, configure, manage, use, and troubleshoot Cisco CallManager features.

Audience

The Cisco CallManager Features and Services Guide provides information for network administrators who are responsible for managing the Cisco CallManager system. This guide requires knowledge of telephony and IP networking technology.

Organization

The following table provides an overview of the organization of this guide.

Chapter	Description
Cisco CallManager Extension Mobility	Provides a description and configuration procedures for Cisco CallManager Extension Mobility for Cisco CallManager.
Cisco IP Manager Assistant With Proxy Line Support	Provides a description and configuration procedures for Cisco IP Manager Assistant with proxy line support for Cisco CallManager.
Cisco IP Manager Assistant With Shared Line Support	Provides a description and configuration procedures for Cisco IP Manager Assistant with shared line support for Cisco CallManager.
Cisco Call Back	Provides a description and configuration procedures for Cisco Call Back for Cisco CallManager.
Client Matter Codes and Forced Authorization Codes	Provides a description and configuration procedures for the Client Matter Codes (CMC) and Forced Authorization Codes (FAC) features.
Music On Hold	Provides a description and configuration procedures for Cisco Music On Hold.
Cisco CallManager AutoAttendant	Provides a description and configuration procedures for Cisco CallManager AutoAttendant.
Barge and Privacy	Provides a description and configuration procedures for the Cisco CallManager features Barge and Privacy.
Call Park	Provides a description and configuration procedures for the Cisco CallManager Call Park feature.
Immediate Divert	Provides a description and configuration procedures for the Cisco CallManager Immediate Divert feature.
Malicious Call Identification	Provides a description and configuration procedures for the Cisco CallManager Malicious Call Identification feature.
Multilevel Precedence and Preemption	Provides a description and configuration procedures for the Cisco CallManager Multilevel Precedence and Preemption feature.
Custom Phone Rings	Provides a description and configuration procedures for Cisco CallManager custom phone rings.
Cisco WebDialer	Provides a description and configuration procedures for Cisco WebDialer for Cisco CallManager.
Cisco CallManager Attendant Console	Provides a description and configuration procedures for the Cisco CallManager Attendant Console application.
Call Display Restrictions	Provides a description and configuration procedures for the Call Display Restrictions feature.
Quality Report Tool	Provides a description and configuration procedures for the Quality Report Tool (QRT) feature.
External Call Transfer Restrictions	Provides a description and configuration procedures for the External Call Transfer Restrictions feature.
Troubleshooting Features and Services	Contains error and recovery procedures for Cisco CallManager Extension Mobility, Cisco IPMA, and Cisco AutoAttendant.

Related Documentation

Refer to the following documents for further information about related Cisco IP telephony applications and products:

•Installing Cisco CallManager Release 4.1(3)

•Upgrading Cisco CallManager Release 4.1(3)

•Cisco IP Telephony Backup and Restore System (BARS) Administration Guide

•Release Notes for Cisco CallManager Release 4.1(3)

•Cisco CallManager System Guide

•Cisco CallManager Administration Guide

•Cisco CallManager Serviceability System Guide

•Cisco CallManager Serviceability Administration Guide

•Troubleshooting Guide for Cisco CallManager

•Cisco IP Phone Administration Guide for Cisco CallManager

•Bulk Administration Tool Guide for Cisco CallManager

Conventions

This document uses the following conventions:

Convention	Description
boldface font	Commands and keywords are in boldface.
italic font	Arguments for which you supply values are in italics.
[   ]	Elements in square brackets are optional.
{ x | y | z }	Alternative keywords are grouped in braces and separated by vertical bars.
[ x | y | z ]	Optional alternative keywords are grouped in brackets and separated by vertical bars.
string	A nonquoted set of characters. Do not use quotation marks around the string or the string will include the quotation marks.
screen font	Terminal sessions and information the system displays are in screen font.
boldface screen font	Information you must enter is in boldface screen font.
italic screen font	Arguments for which you supply values are in italic screen font.
	This pointer highlights an important line of text in an example.
^	The symbol ^ represents the key labeled Control—for example, the key combination ^D in a screen display means hold down the Control key while you press the D key.
<   >	Nonprinting characters, such as passwords, are in angle brackets.
Action > Reports	Command paths in a graphical user interface (GUI).

Notes use the following convention:

---

Note Means reader take note. Notes contain helpful suggestions or references to material not covered in the publication.

---

Timesavers use the following conventions:

---

Timesaver Means the described action saves time. You can save time by performing the action described in the paragraph.

---

Tips use the following conventions:

---

Tip Means the information contains useful tips.

---

Cautions use the following convention:

---

Caution Means reader be careful. In this situation, you might do something that could result in equipment damage or loss of data.

---

Warnings use the following conventions:

---

Warning This warning symbol means danger. You are in a situation that could cause bodily injury. Before you work on any equipment, you must be aware of the hazards involved with electrical circuitry and familiar with standard practices for preventing accidents.

---

Obtaining Documentation

Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several ways to obtain technical assistance and other technical resources. These sections explain how to obtain technical information from Cisco Systems.

Cisco.com

You can access the most current Cisco documentation at this URL:

http://www.cisco.com/univercd/home/home.htm

You can access the Cisco website at this URL:

http://www.cisco.com

You can access international Cisco websites at this URL:

http://www.cisco.com/public/countries_languages.shtml

Documentation DVD

Cisco documentation and additional literature are available in a Documentation DVD package, which may have shipped with your product. The Documentation DVD is updated regularly and may be more current than printed documentation. The Documentation DVD package is available as a single unit.

Registered Cisco.com users (Cisco direct customers) can order a Cisco Documentation DVD (product number DOC-DOCDVD=) from the Ordering tool or Cisco Marketplace.

Cisco Ordering tool:

http://www.cisco.com/en/US/partner/ordering/

Cisco Marketplace:

http://www.cisco.com/go/marketplace/

Ordering Documentation

You can find instructions for ordering documentation at this URL:

http://www.cisco.com/univercd/cc/td/doc/es_inpck/pdi.htm

You can order Cisco documentation in these ways:

•Registered Cisco.com users (Cisco direct customers) can order Cisco product documentation from the Ordering tool:

http://www.cisco.com/en/US/partner/ordering/

•Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco Systems Corporate Headquarters (California, USA) at 408 526-7208 or, elsewhere in North America, by calling 1 800 553-NETS (6387).

Documentation Feedback

You can send comments about technical documentation to bug-doc@cisco.com.

You can submit comments by using the response card (if present) behind the front cover of your document or by writing to the following address:

Cisco Systems
Attn: Customer Document Ordering
170 West Tasman Drive
San Jose, CA 95134-9883

We appreciate your comments.

Cisco Product Security Overview

Cisco provides a free online Security Vulnerability Policy portal at this URL:

http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html

From this site, you can perform these tasks:

•Report security vulnerabilities in Cisco products.

•Obtain assistance with security incidents that involve Cisco products.

•Register to receive security information from Cisco.

A current list of security advisories and notices for Cisco products is available at this URL:

http://www.cisco.com/go/psirt

If you prefer to see advisories and notices as they are updated in real time, you can access a Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed from this URL:

http://www.cisco.com/en/US/products/products_psirt_rss_feed.html

Reporting Security Problems in Cisco Products

Cisco is committed to delivering secure products. We test our products internally before we release them, and we strive to correct all vulnerabilities quickly. If you think that you might have identified a vulnerability in a Cisco product, contact PSIRT:

•Emergencies — security-alert@cisco.com

•Nonemergencies — psirt@cisco.com

---

Tip We encourage you to use Pretty Good Privacy (PGP) or a compatible product to encrypt any sensitive information that you send to Cisco. PSIRT can work from encrypted information that is compatible with PGP versions 2.x through 8.x.

Never use a revoked or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one that has the most recent creation date in this public key server list:

http://pgp.mit.edu:11371/pks/lookup?search=psirt%40cisco.com&op=index&exact=on

---

In an emergency, you can also reach PSIRT by telephone:

•1 877 228-7302

•1 408 525-6532

Obtaining Technical Assistance

For all customers, partners, resellers, and distributors who hold valid Cisco service contracts, Cisco Technical Support provides 24-hour-a-day, award-winning technical assistance. The Cisco Technical Support Website on Cisco.com features extensive online support resources. In addition, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not hold a valid Cisco service contract, contact your reseller.

Cisco Technical Support Website

The Cisco Technical Support Website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day, 365 days a year, at this URL:

http://www.cisco.com/techsupport

Access to all tools on the Cisco Technical Support Website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL:

http://tools.cisco.com/RPF/register/register.do

---

Note Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting a web or phone request for service. You can access the CPI tool from the Cisco Technical Support Website by clicking the Tools & Resources link under Documentation & Tools. Choose Cisco Product Identification Tool from the Alphabetical Index drop-down list, or click the Cisco Product Identification Tool link under Alerts & RMAs. The CPI tool offers three search options: by product ID or model name; by tree view; or for certain products, by copying and pasting show command output. Search results show an illustration of your product with the serial number label location highlighted. Locate the serial number label on your product and record the information before placing a service call.

---

Submitting a Service Request

Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco TAC engineer. The TAC Service Request Tool is located at this URL:

http://www.cisco.com/techsupport/servicerequest

For S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco TAC engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly.

To open a service request by telephone, use one of the following numbers:

Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
EMEA: +32 2 704 55 55
USA: 1 800 553-2447

For a complete list of Cisco TAC contacts, go to this URL:

http://www.cisco.com/techsupport/contacts

Definitions of Service Request Severity

To ensure that all service requests are reported in a standard format, Cisco has established severity definitions.

Severity 1 (S1)—Your network is "down," or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.

Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.

Severity 3 (S3)—Operational performance of your network is impaired, but most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.

Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.

Obtaining Additional Publications and Information

Information about Cisco products, technologies, and network solutions is available from various online and printed sources.

•Cisco Marketplace provides a variety of Cisco books, reference guides, and logo merchandise. Visit Cisco Marketplace, the company store, at this URL:

http://www.cisco.com/go/marketplace/

•Cisco Press publishes a wide range of general networking, training and certification titles. Both new and experienced users will benefit from these publications. For current Cisco Press titles and other information, go to Cisco Press at this URL:

http://www.ciscopress.com

•Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and networking investments. Each quarter, Packet delivers coverage of the latest industry trends, technology breakthroughs, and Cisco products and solutions, as well as network deployment and troubleshooting tips, configuration examples, customer case studies, certification and training information, and links to scores of in-depth online resources. You can access Packet magazine at this URL:

http://www.cisco.com/packet

•iQ Magazine is the quarterly publication from Cisco Systems designed to help growing companies learn how they can use technology to increase revenue, streamline their business, and expand services. The publication identifies the challenges facing these companies and the technologies to help solve them, using real-world case studies and business strategies to help readers make sound technology investment decisions. You can access iQ Magazine at this URL:

http://www.cisco.com/go/iqmagazine

•Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL:

http://www.cisco.com/ipj

•World-class networking training is available from Cisco. You can view current offerings at this URL:

http://www.cisco.com/en/US/learning/index.html