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Cisco Unified CallManager System Guide, Release 4.2(1)
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Index
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Preface
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Introduction
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Cisco IP Telephony Overview
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System Configuration Overview
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Multilevel Administration
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System-Level Configuration Settings
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Clustering
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Redundancy
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Call Admission Control
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Cisco TFTP
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Device Support
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Services
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Auto-Registration
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Partitions and Calling Search Spaces
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Time-of-Day Routing
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Understanding Route Plans
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Application Dial Rules Overview
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Understanding the Directory
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Managing User Directory Information
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Media Resource Management
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Annunciator
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Conference Bridges
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Transcoders
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Music On Hold
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Media Termination Points
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Cisco DSP Resources for Transcoding, Conferencing, and MTP
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Voice Mail Connectivity to Cisco CallManager
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SMDI Voice Mail Integration
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Cisco Unity Messaging Integration
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Cisco DPA Integration
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Call Park and Directed Call Park
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Call Pickup
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Cisco IP Phone Services
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Cisco CallManager Extension Mobility and Phone Login Features
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Cisco CallManager Attendant Console
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Cisco IP Manager Assistant
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Understanding Cisco CallManager Voice Gateways
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Understanding IP Telephony Protocols
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Understanding Session Initiation Protocol (SIP)
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Understanding Cisco CallManager Trunk Types
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Cisco IP Phones
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Understanding Video Telephony
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Computer Telephony Integration (Revised 01/08/2007)
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Cisco ATA 186 and Cisco ATA 188
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Administrative Tools Overview
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Administrative Accounts and Passwords
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Feedback
Table Of Contents
Default Phone Button Templates
Guidelines for Customizing Phone Button Templates
Making and Receiving Multiple Calls Per Directory Number
Transfer and Conference Behavior
Direct Transfer and Join Behavior
Cisco CallManager User Options
MaxPhonesFallBackQueueDepth Service Parameter
Where to Find More Information
Cisco IP Phones
Cisco IP Phones as full-featured telephones can plug directly into your IP network. H.323 clients, CTI ports, and Cisco IP Communicator comprise software-based devices that you configure similarly to the Cisco IP Phones. Cisco CallManager Administration allows you to configure phone features such as call forwarding and call waiting for your phone devices. You can also create phone button templates to assign a common button configuration to a large number of phones.
After you have added the phones, you can associate users with them. By associating a user with a phone, you give that user control over that device.
This section covers the following topics:
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Phone Configuration Checklist
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Supported Cisco IP Phones
Table 40-1 provides an overview of the features that are available on the following Cisco IP Phones that Cisco CallManager supports:
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Not all Cisco IP Phone models support all features and services. For the latest information on features and services that support these phone models, refer to the following documentation:
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Table 40-1 Supported Cisco IP Phones and Features
Cisco IP Phone model 7970 and Cisco IP Phone model 7971
The Cisco IP Phone models 7970 and 7971, full-featured, eight-line business sets, support the SCCP and SIP protocols and the following features:
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The Cisco IP Phone models 7970/71G-GE specifies the gigabit ethernet version of the Cisco IP Phone model 7970/71 while Cisco IP Phones models 7970G, 7960G, and 7940G represent the non-gigabit version.
Cisco IP Phone model 7960 and Cisco IP Phone model 7961
The Cisco IP Phone models 7960 and 7961, full-featured, six-line business sets, support the SCCP and SIP protocols and the following features:
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Cisco IP Phone model 7940 and Cisco IP Phone model 7941
The Cisco IP Phone models 7940 and 7941, two-line business sets with features similar to the Cisco IP Phone model 7960, support the SCCP and SIP protocols and include the following features:
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Cisco IP Phone model 7920
The Cisco Wireless IP Phone model 7920, which is an easy-to-use IEEE 802.11b wireless IP phone, provides comprehensive voice communication in conjunction with Cisco CallManager and Cisco Aironet (r) 1200, 1100, 350, and 340 series of Wi-Fi (IEEE 802.11b) access points. Features include:
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Cisco IP Phone Expansion Module 7914
Cisco IP Phone Expansion Module 7914 extends the functionality of the Cisco IP Phone 7960 by providing 14 additional buttons. To configure these buttons as lines or speed dials, use Phone Button Template Configuration.
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The Cisco IP Phone Expansion Module 7914 includes an LCD to identify the function of the button and the line status.
You can daisy chain two modules to provide 28 additional lines or speed-dial and feature buttons.
Cisco IP Phone model 7912G
The Cisco IP Phone model 7912G, which is a single-line phone that supports a maximum of two calls at the same time, provides basic-feature functionality for individuals who conduct low to medium telephone traffic.
This model, which supports inline power, provides an integrated 10/100 Ethernet switch for connectivity to a collocated PC.
This model offers four dynamic softkeys.
Cisco IP Phone model 7911
The Cisco IP Phone 7911, which is a single-line phone that supports a maximum of two calls at the same time, supports the SCCP and SIP protocols and provides basic-feature functionality for individuals who conduct low to medium telephone traffic.
The Cisco IP Phone 7911 menus are similar to the Cisco IP Phone 7970. The Applications Menu button opens up a main applications menu.
This model, which supports inline power, provides an integrated 10/100 Ethernet switch for connectivity to a collocated PC.
This model offers four dynamic softkeys.
Cisco IP Phone model7910
The Cisco IP Phone model 7910, a single-line, basic-feature phone that is designed primarily for common-use areas with medium telephone traffic such as lobbies or breakrooms, includes the following features:
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Available features include Call Park, Redial, Speed Dial, Call Pickup, Conference, Forward All, Message Waiting, and Meet-Me Conference.
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Cisco IP Phone model 7905G
The Cisco IP Phone model 7905G, a low-cost, single-line, basic-feature phone that is designed primarily for common-use areas such as cafeterias, break rooms, lobbies, and manufacturing floors, includes the following features:
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Cisco IP Phone model 7902G
The Cisco IP Phone model 7902G provides a cost-effective, entry-level IP phone for a lobby, laboratory, manufacturing floor, or another area where only basic calling capability is required. The single-line Cisco IP Phone 7902G includes the following features:
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Cisco IP Conference Station 7936
The Cisco IP Conference Station model 7936, a full-featured, IP-based, hands-free conference station for use on desktops and offices and in small-to medium-sized conference rooms, includes the following features:
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Available features include Call Park, Call Pick Up, Group Call Pick Up, Transfer, and Conference (Ad Hoc and Meet-Me).
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Cisco IP Conference Station 7935
The Cisco IP Conference Station 7935, a full-featured, IP-based, hands-free conference station for use on desktops and offices and in small-to medium-sized conference rooms, includes the following features:
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Available features include Call Park, Call Pick Up, Group Call Pick Up, Transfer, and Conference (Ad Hoc and Meet-Me).
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Cisco IP Phone 12 SP+
The Cisco IP Phone model 12 SP+ offers many of the same features as PBX or POTS telephones. This IP phone includes the following features:
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Cisco IP Phone 30 VIP
The Cisco IP Phone model 30 VIP offers many of the same features as PBX or POTS telephones. This IP phone includes the following features:
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H.323 Clients and CTI Ports
Cisco CallManager Administration enables you to configure software-based devices such as H.323 clients and CTI ports. Software-based Cisco CallManager applications such as Cisco SoftPhone, Cisco AutoAttendant, and Cisco IP Interactive Voice Response (IVR) use CTI ports that are virtual devices.
H.323 clients include Microsoft NetMeeting devices.
You configure H.323 clients and CTI ports through the Phone Configuration window in Cisco CallManager Administration like you do phones, but they often require fewer configuration settings.
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For information on H.323 clients and shared line appearances, see the "Shared Line Appearance" section.
For instructions on how to configure H.323 clients and CTI ports, refer to "Cisco IP Phone Configuration" in the Cisco CallManager Administration Guide.
Cisco IP Communicator
Cisco IP Communicator, a software-based application, allows users to place and receive phone calls by using their personal computers. Cisco IP Communicator depends upon the Cisco CallManager call-processing system to provide telephony features and voice-over-IP capabilities.
This interaction with Cisco CallManager means that Cisco IP Communicator provides the same functionality as a full-featured Cisco IP Phone, while providing the portability of a desktop application. Additionally, it means that you administer Cisco IP Communicator as a phone device by using the Cisco CallManager Administration Phone Configuration window.
Phone Button Templates
Cisco CallManager includes several default phone button templates. When adding phones, you can assign one of these templates to the phones or create a new template.
Creating and using templates provides a fast way to assign a common button configuration to a large number of phones. For example, if users in your company do not use the conference feature, you can create a template that reassigns this button to a different feature, such as speed dial.
To create a template, you must make a copy of an existing template and assign the template a unique name. You can make changes to the custom templates that you created, and you can change the labels of the default phone button templates. You cannot change the function of the buttons in the default templates. You can rename existing templates and modify them to create new ones, update custom templates to add or remove features, lines, or speed dials, and delete custom templates that are no longer being used. When you update a template, the change affects all phones that use the template.
Renaming a template does not affect the phones that use that template. All Cisco IP Phones that use this template continue to use this template after it is renamed.
Make sure that all phones have at least one line that is assigned to each phone. Normally, this assignment specifies button 1. Phones can have additional lines that are assigned, depending on the Cisco IP Phone model. Phones also generally have several features, such as speed dial, that are assigned to the remaining buttons.
You can delete phone templates that are not currently assigned to any phone in your system if they are not the only template for a given phone model. You cannot delete a template that is assigned to one or more devices or the default template for a model (specified in the Device Defaults Configuration window). You must reassign all Cisco IP Phones that are using the template that you want to delete to a different phone button template before you can delete the template.
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Use the Dependency Records link on the Phone Button Template Configuration window to view the devices that are using a particular template.
Cisco CallManager does not directly control all features on Cisco IP Phones through phone button templates. Refer to the Cisco IP Phone Administration Guide for Cisco CallManager and other phone documentation for detailed information about individual Cisco IP Phone 7900 family models.
Default Phone Button Templates
Although all Cisco IP Phones support similar features, you implement these features differently on various models. For example, some models configure features such as Hold or Transfer by using phone button templates; other models have fixed buttons or onscreen program keys for these features that are not configurable. Also, the maximum number of lines or speed dials that are supported differs for some phone models. These differences require different phone button templates for specific models.
Each Cisco IP Phone model comes with a default phone button template. You can use the default templates as is to quickly configure phones. You can also copy and modify the templates to create custom templates.
Custom templates enable you to make features available on some or all phones, restrict the use of certain features to certain phones, configure a different number of lines or speed dials for some or all phones, and so on, depending on how the phone will be used. For example, you may want to create a custom template that can be applied to phones that will be used in conference rooms. Table 40-2 provides descriptions of the default phone button template for each Cisco IP Phone model.
Guidelines for Customizing Phone Button Templates
Use the following guidelines when you are creating custom phone button templates:
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Table 40-3 Phone Button Feature Description
AEC
If you are configuring a template for the Cisco IP Phone model 30 VIP, you must include one occurrence of this feature and assign it to button 26. Auto echo cancellation (AEC) reduces the amount of feedback that the called party receives when the calling party is using a speakerphone. Users should press the AEC button on a Cisco IP Phone model 30 SP+ when they are using speakerphone. Users do not need to press this button when speakerphone is not in use. This feature requires no configuration for it to work.
Answer/release
In conjunction with a headset apparatus, the user can press a button on the headset apparatus to answer and release (disconnect) calls.
Auto answer
If this feature is programmed on the template, activating this button causes the speakerphone to go off hook automatically when an incoming call is received.
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Call park
In conjunction with a call park number or range, when the user presses this button, call park places the call at a directory number for later retrieval. You must have a call park number or range that is configured in the system for this button to work, and you should provide that number or range to your users, so they can dial in to the number(s) to retrieve calls.
Call Park BLF
Users can monitor the busy/idle status of directed call park numbers using the Call Park Busy Lamp Field (BLF) buttons. Users can also speed dial those numbers by pressing the BLF buttons. One directed call park number is configured for each Call Park BLF button. To successfully park or retrieve a call using a Call Park BLF button, the partition and the calling search space of the device must be configured correctly.
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Conference
Users can initiate an ad hoc conference and add participants by pressing the Conference button. (Users can also use the Join softkey to initiate an ad hoc conference.)
Only the person who initiates an ad hoc conference needs a conference button. You must make sure that an ad hoc conference bridge device is configured in Cisco CallManager Administration for this button to work. See Conference Bridges for more information.
Forward all
Users press this button to forward all calls to the designated directory number. Users can designate forward all in the Cisco IP Phone Configuration windows, or you can designate a forward all number for each user in Cisco CallManager Administration.
Hold
Users press this button to place an active call on hold. To retrieve a call on hold, users press the flashing line button or lift the handset and press the flashing line button for the call on hold. The caller on hold receives a tone every 10 seconds to indicate the hold status or music (if the Music On Hold feature is configured). The hold tone feature requires no configuration to work.
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Users press this button to dial a number or to answer an incoming call. You must have added directory numbers on the user phone for this button to work.
Meet-Me conference
When users press this button, they initiate a meet-me conference, and they expect other invited users to dial in to the conference. Only the person who initiates a meet-me conference needs a meet-me button. You must make sure that a meet-me conference device is configured in Cisco CallManager Administration for this button to work.
Message waiting
Users press this button to connect to the voice-messaging system.
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Use None to leave a button unassigned.
Redial
Users press this button to redial the last number that was dialed on the Cisco IP Phone. This feature requires no configuration to work.
Privacy
Users press this button to activate/deactivate privacy.
Service URL
Users press this button to access a Cisco IP Phone Service such as personal fast dials, stock quotes, or weather.
Speed-dial
Users press this button to speed dial a specified number. System administrators can designate speed-dial numbers in Cisco CallManager Administration. Users can designate speed-dial numbers in the Cisco IP Phone User Options Menu.
Transfer
Users press this button to transfer an active call to another directory number. This feature requires no configuration to work.
Softkey Templates
Use softkey templates to manage softkeys that are associated with applications such as Cisco IPMA or call-processing features such as Cisco Call Back on the Cisco IP Phones. The administrator uses the Softkey Template Configuration windows in Cisco CallManager Administration to create and update softkey templates.
Cisco CallManager supports two types of softkey templates: standard and nonstandard. Standard softkey templates in the Cisco CallManager database contain the recommended selection and positioning of the softkeys for an application. Cisco CallManager provides the following standard softkey templates:
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The administrator creates a nonstandard softkey template by using the Softkey Template Configuration windows in Cisco CallManager Administration. To create a nonstandard softkey template, the administrator copies a standard softkey template and makes changes. The administrator can add and remove applications that are associated with any nonstandard softkey template. Additionally, the administrator can configure softkey sets for each call state for a nonstandard softkey template.
The Softkey Template Configuration window lists the standard and nonstandard softkey templates and uses different icons to differentiate between standard and nonstandard templates.
The administrator assigns softkey templates in the following Cisco CallManager Administration configuration windows:
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Add Application
The administrator can add a standard softkey template that is associated with a Cisco application to a nonstandard softkey template. When the administrator clicks the Add Application button from the Softkey Template Configuration window, a separate window displays and allows the administrator to choose the standard softkey template that is to be added to the end of the nonstandard softkey template. Duplicate softkeys get deleted from the end of the set that is moving to the front of the set.
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The number of softkeys in any given call state cannot exceed 16. A message displays, and the add application procedure stops when the maximum number of softkeys is reached. The administrator must manually remove some softkeys from the call state before trying to add another application to the template.
The Delete Application button allows the administrator to delete application softkey templates that are associated with a nonstandard softkey template. Only the softkeys that are associated with the application get deleted. When softkeys are commonly shared between applications, they remain in the softkey template until the last application that shares the softkeys is removed from the softkey template.
Configure Softkey Layout
The administrator can configure softkey sets for each call state for a nonstandard softkey template. When the administrator clicks the Configure Softkey Layout link from the Softkey Template Configuration window, the Softkey Layout Configuration window displays.
The Softkey Layout Configuration window contains the following fields:
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Figure 40-1 Sample Softkey Layout
Softkey Template Operation
For applications such as Cisco IPMA to support softkeys, ensure softkeys and softkey sets are configured in the database for each device that uses the application.
You can mix application and call-processing softkeys in any softkey template. A static softkey template associates with a device in the database. When a device registers with Cisco CallManager, the static softkey template gets read from the database into call processing and then gets passed to the device to be used throughout the session (until the device is no longer registered or is reset). When a device resets, it may get a different softkey template or softkey layout because of updates that the administrator makes.
Softkeys support a field called application ID. An application, such as Cisco IPMA, activates/deactivates application softkeys by sending a request to the device through the Cisco CTIManager and call processing with a specific application ID.
When a user logs into the Cisco IPMA service and chooses an assistant for the service, the application sends a request to the device, through Cisco CTIManager and call processing, to activate all its softkeys with its application ID.
At any time, several softkey sets may display on a Cisco IP Phone (one set of softkeys for each call).
The softkey template that is associated with a device (such as a Cisco IP Phone) in the database designates the one that is used when the device registers with call processing. Perform the association of softkey templates and devices by using Softkey Template configuration in Cisco CallManager Administration. See "Softkey Template Configuration" in the Cisco CallManager Administration Guide.
Methods for Adding Phones
You can automatically add phones to the Cisco CallManager database by using auto-registration, manually by using the phone configuration windows, or in groups with the Bulk Administration Tool (BAT).
By enabling auto-registration before you begin installing phones, you can automatically add a Cisco IP Phone to the Cisco CallManager database when you connect the phone to your IP telephony network. For information on enabling auto-registration, refer to "Enabling Auto-Registration" in the Cisco CallManager Administration Guide. During auto-registration, Cisco CallManager assigns the next available sequential directory number to the phone. In many cases, you may not want to use auto-registration; for example, if you want to assign a specific directory number to a phone or if you plan to implement authentication or encryption, as described in Cisco CallManager Security Guide.
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If you do not use auto-registration, you must manually add phones to the Cisco CallManager database or use the Bulk Administration Tool (BAT). BAT, a plug-in application, enables system administrators to perform batch add, modify, and delete operations on large numbers of Cisco IP Phones. Refer to the Cisco CallManager Bulk Administration Guide for detailed instructions on using BAT.
Directory Numbers
Using Directory Number Configuration in Cisco CallManager Administration, you can configure and modify directory numbers (lines) that are assigned to phones. Keep in mind, however, that directory numbers do not always associate with devices (see the "Managing Directory Numbers" section).
You can configure up to 200 calls for a line on a device in a cluster, with the limiting factor being the device. As you configure the number of calls for one line, the calls available for another line decrease. Cisco IP Phones that support the multicall display (such as a Cisco IP Phone model 7960) support up to 200 calls per DN and 2 calls per DN for non-multicall display devices (such as Cisco IP Phone model 7905).
The Cisco IP Phone displays the following information about each line:
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For configuration information, see "Adding a Directory Number" in the Cisco CallManager Administration Guide.
Shared Line Appearance
You can set up one or more lines with a shared line appearance. A Cisco CallManager system considers a directory number to be a shared line if it appears on more than one device in the same partition. For example, if directory number 9600 on phone A is in the partition called Dallas and on phone B in the partition called Texas, that directory number does not represent a shared line appearance. (The directory number 9600 for phone A and phone B must be in the same partition; for example, Dallas.)
In a shared line appearance, for example, you can set up a shared line, so a directory number appears on line 1 of a manager phone and also on line 2 of an assistant phone. Another example of a shared line would be a single incoming 800 number that is set up to appear as line 2 on every sales representative phone in an office. You can also choose to update a directory number and have the updates apply to all devices that share the directory number.
The following information provides tips and lists the restrictions for using shared line appearances with Cisco CallManager:
Shared Line Tips
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The following example demonstrates how three Cisco IP Phones with the same shared line appearance, directory number 2000, use Call Forward Busy Trigger and Maximum Number of Calls settings. This example assumes that two calls occur. The following values have been configured for the devices:
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When User 1 dials directory number 2000 for the first call, all three devices ring. The user for the Cisco IP Phone 3 picks up the call, and the Cisco IP Phones 1 and 2 go to remote in use. When the user for Cisco IP Phone 3 puts the call on hold, user can retrieve the call from the Cisco IP Phone 1 or Cisco IP Phone 2. When User 2 dials directory number 2000 for the second call, only Cisco IP Phone 2 and Cisco IP Phone 3 ring.
The following example demonstrates how an H.323 client, MGCP POTS Phone, and Cisco IP Phone with the same shared line appearance, directory number 2000, can use the Call Forward Busy Trigger and the Maximum Number of Calls settings. This example assumes that two calls occur. The following values have been configured for the devices:
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When User 1 dials directory number 2000 for the first call, all three devices ring. The user for the Cisco IP Phone picks up the call; when the user for Cisco IP Phone puts the call on hold, the user(s) for H323 client and MGCP POTS Phone cannot retrieve the call. If User 2 dials directory number 2000 for the second call, only the Cisco IP Phone rings. Users for the MCGP POTS Phone or the H.323 Client cannot answer the call.
For information on Maximum Number of Calls setting, refer to the "Directory Number Configuration Settings" in the Cisco CallManager Administration Guide.
The check box, Update Directory Number of All Devices Sharing this Line, in the Directory Number Configuration window, determines whether a shared directory number gets updated to all devices sharing the number. Refer to the "Update Directory Number of All Devices Sharing this Line" section for more information.
A shared line phone should not be able to interact with the call that it rejects, due to the limitation of the maximum number of calls per DN or for other reasons. For example, A and A' share the same DN. A' and A have the maximum number of calls set to 1 and 2, respectively. When C and D call the share line DN, A' answers these two calls. A can only interact with the first call, as it rejects the second call due to its own maximum number of calls per DN limitation. For this reason, Cisco recommends that the same value be configured for the maximum number of calls for all shared line MCID devices. For N number of devices sharing the same line, both Maximum Calls setting and Busy Trigger setting must be set to N. This allows each shared line user to receive at least one call.
The shared line phone should not interact with the call that it does not receive (because the Line Control does not maintain call information). So, a newly registered device will not recognize any existing calls on that line. The newly registered device cannot resume any held call if the call started before this device was registered with the Line Control. For example, A and A' share the same line, A is powered down (or logged out for the extension mobility user), and A's receives an active call. After phone A is on and it registers with Cisco CallManager, A should not see the existing active call in this line.
If shared line phones' calls should interact with each other, Cisco recommends that you set the maximum number of calls for all shared lines MCID devices to 2*N, where N is the number of shared line devices.
Shared Line Restrictions
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Managing Directory Numbers
Directory numbers associate with devices such as phones, route points, CTI ports, and H.323 clients. Administrators manage directory numbers from the Directory Number Configuration and Route Plan Report windows in Cisco CallManager Administration. Use the Directory Number Configuration window to add, update, and remove directory numbers from a device, route point, or port. Use the Route Plan Report window to delete or update unassigned directory numbers from Cisco CallManager database.
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The Directory Number Configuration window contains two check boxes: Active and Update Directory Number of All Device Sharing this Line.
Active Check Box
The Active check box, which only displays for unassigned directory numbers, determines whether the directory number gets loaded and used by Cisco CallManager. By checking the check box, the directory number gets loaded and used by Cisco CallManager. For example, the directory number belonged to an employee who left the company. The directory number had certain settings configured, like call forwarding to voice messaging. By leaving the directory number active, a call that is intended for the directory number will get forwarded. This eliminates the need to reconfigure another employee to have the same call-forwarding options. If the check box is not checked, Cisco CallManager does not load the directory number, which results in settings that are configured for that DN to not be used (for example, call forward destinations), and callers will not get their call properly forwarded.
Update Directory Number of All Devices Sharing this Line
This check box determines whether a shared directory number gets updated to all devices that share the number. By checking the check box, all devices that share the directory number will receive the directory number change. By leaving the check box unchecked, only the current device that displays in the window gets the directory number changed, and all other devices that share the directory number remain unchanged.
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For directory number configuration and update information, refer to "Configuring Directory Numbers" in the Cisco CallManager Administration Guide. For information about deleting and updating unassigned directory numbers, refer to "Deleting Unassigned Directory Numbers" and "Updating Unassigned Directory Numbers" in the Cisco CallManager Administration Guide.
Making and Receiving Multiple Calls Per Directory Number
Cisco CallManager supports various behaviors when users make and receive multiple calls per DN: Transfer/Direct Transfer and Conference/Join.
Transfer allows different line appearances in one device to initiate independent transfer transactions and allows multiple transfer transactions per line appearance per device.
Conference allows different line appearances in one device to initiate independent conference transactions and allows multiple conference transactions per line appearance per device.
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Transfer and Conference Behavior
If only one active call exists on the directory number, the first invocation of a feature results in putting the active call on hold and initiating a new call by using the same directory number. When the new call gets set up, the second invocation of the same feature starts the feature operation. The first invocation of Transfer/Conference will always initiate a new call by using the same directory number, after putting the active call on hold.
Direct Transfer and Join Behavior
The following information describes Direct Transfer and Join behavior:
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Onhook Call Transfer
Modifications to the Call Transfer feature add the onhook (hangup) action as a possible last step to complete a call transfer. The Transfer On-hook Enabled service parameter, which enables onhook call transfer, must be set to True for onhook call transfer to succeed. If the service parameter is set to False, the onhook action ends the secondary call to the third party.
In the existing implementation, if user B has an active call on a particular line (from user A) and user B has not reached the maximum number of calls on this line, the Cisco IP Phone provides a Transfer softkey to user B. If user B presses the Transfer softkey (or Transfer button, if available) once, user B receives dial tone and can make a secondary call: user B dials the number of a third party (user C). Cisco CallManager provides a Transfer softkey to user B again. If user B presses the Transfer softkey again (or Transfer button, if available), the transfer operation completes.
With the new onhook call transfer implementation, user B can hang up after dialing user C's number, and the transfer completes. Both the existing and new implementations work in both the case of a blind transfer (user B disconnects before user C answers) and also in the case of a consult transfer (user B waits for user C to answer and announces the call from user A).
The previous implementation remains unchanged: user B can press the Transfer softkey twice to complete the transfer.
Phone Features
Cisco CallManager enables you to configure the following phone features on Cisco IP Phones: barge, privacy release, call back, call waiting, call forward, call park, call pickup, immediate divert, malicious call identification, quality report tool, service URL, and speed dial and abbreviated dial.
Barge and Privacy
The Barge and Privacy features work together. Both features work with shared lines only.
Barge adds a user to a call that is in progress. Pressing the Barge of cBarge softkey automatically adds the user (initiator) to the shared line call (target), and the users currently on the call receive a tone. Barge supports built-in conference and shared conference bridges.
Privacy allow a user to allow or disallow other users of shared-line devices to view its call information or to allow another user to barge into its active calls.
For more information about Barge and Privacy, refer to Barge, Privacy, and Privacy on Hold in the Cisco CallManager Features and Services Guide.
Call Back
The Cisco Call Back feature allows you to receive callback notification on your Cisco IP Phone when a called party line becomes available. To receive callback notification, a user presses the CallBack softkey while receiving a busy or ringback tone. You can activate callback notification on a line on a Cisco IP Phones within the same Cisco CallManager cluster as your phone. You cannot activate callback notification if the called party has forwarded all calls to another extension.
For more information about the Call Back feature, refer to the Cisco CallManager Features and Services Guide and the user guide for the specific Cisco IP Phone.
Call Forward
Call forward allows a user to configure a Cisco IP Phone, so all calls that are destined for it ring another phone. Several types of call forward exist:
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The administrator can configure call forward information display options to the original dialed number or the redirected dialed number or to both. The administrator can enable or disable the calling line ID (CLID) and calling name ID (CNID). The display option gets configured for each line appearance.
The call forward busy trigger gets configured for each line appearance in a cluster and cannot exceed the maximum number of calls that are configured for a line appearance. The call forward busy trigger determines how many active calls exist on a line before the call forward busy setting gets activated (for example, 10 calls).
The call forward no answer ring duration gets configured for each line appearance in a cluster, and the default specifies 12 seconds. The call forward no answer ring duration determines how long a phone rings before the call forward no answer setting gets activated.
Tip
Configure call forward in the Directory Number Configuration window in Cisco CallManager Administration.
Call Park
Call park allows a user to place a call on hold, so anyone who is configured to use call park on the Cisco CallManager system can retrieve it.
For example, if a user is on an active call at extension 1000, the user can park the call to a call park extension such as 1234, and another use can dial 1234 to retrieve the call.
To use call park, you must add the call park extension (in this case, 1234) in Cisco CallManager Administration when you are configuring phone features. For more information about call park, refer to Call Park and Directed Call Park in the Cisco CallManager Features and Services Guide.
Directed Call Park
Directed Call Park allows a user to transfer a parked call to an available user-selected directed call park number. Configure directed call park numbers in the Cisco CallManager Directed Call Park Configuration window. Configured directed call park numbers exist cluster wide. You can configure phones that support the directed call park Busy Lamp Field (BLF) to monitor the busy/idle status of specific directed call park numbers. Users can also use the BLF to speed dial a directed call park number.
A user can retrieve a parked call by dialing a configured retrieval prefix followed by the directed call park number where the call is parked. For example, if the call is parked on directed call park number 80 and the configured retrieval prefix is 2, a user can retrieve the call by dialing 280.
For more information about directed call park, refer to Call Park and Directed Call Park in the Cisco CallManager Features and Services Guide.
Call Pickup
Cisco CallManager provides the following types of call pickup:
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All three types of call pickup can operate automatically or manually. If the service parameter, AutoCallPickupEnabled, is enabled, the Cisco CallManager automatically connects you to the incoming call after you press one of the following softkeys on the phone:
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After the call pickup feature is automated, you need to use only one keystroke for a call connection except for group call pickup. You dial the DN of that other pickup group after you press the GPickup softkey on the phone.
Note
You configure the call pickup feature when you are configuring phone features in Cisco CallManager.
When adding a line, you can indicate the call pickup group. The call pickup group indicates a number that can be dialed to answer calls to this directory number (in the specified partition). For more information about call pickup, refer to the "Call Pickup" section and the "Call Pickup Group Configuration" chapter of the Cisco CallManager Administration Guide.
Call Select
The Select softkey allows a user to select a call for feature activation, or to lock the call from other devices that share the same line appearance. Pressing the Select softkey on a selected call deselects the call.
When a device selects the call, it gets put in the Remote-In-Use state on all other devices that share the line appearance. No call in the Remote-In-Use state can be selected. In other words, selecting a call instance will lock it from other devices that share the same line appearance.
A special display symbol identifies selected calls.
Call Waiting
Call waiting lets users receive a second incoming call on the same line without disconnecting the first call. When the second call arrives, the user receives a brief call-waiting indicator tone, which is configured with the Ring Setting (Phone Active) in the Directory Number Configuration window.
Configure call waiting in the Directory Number Configuration window in Cisco CallManager Administration by setting the busy trigger (greater than 2) and maximum number of calls.
Tip
Conference List
The conference list feature provides a list of participant directory numbers that are in an ad hoc conference. The name of the participant displays if it is configured in Cisco CallManager Administration.
Any participant can invoke the conference list feature on the phone and can view the participants. The conference controller can invoke the conference list feature and can view and remove any participant in the conference by using the Remove softkey.
Direct Transfer
Using the DirTrfr and Select softkeys, a user can transfer any two established calls, which remove the calls from the IP phone. For more information about Direct Transfer, see the "Making and Receiving Multiple Calls Per Directory Number" section.
Immediate Divert
The Immediate Divert feature allows you to immediately divert a call to a voice-messaging system. Managers and assistants, or anyone who shares lines, use this feature. When the call gets diverted, the line becomes available to make or receive new calls.
Access the Immediate Divert feature by using the iDivert softkey. Configure this softkey by using the Softkey Template Configuration window of Cisco CallManager Administration. The softkey template gets assigned to phones that are in the Cisco CallManager system.
For more information about Immediate Divert, refer to Immediate Divert in the Cisco CallManager Features and Services Guide.
Join
Using the Join softkey, a user can join up to 15 established calls (for a total of 16) to create a conference. For more information about Join, see the "Making and Receiving Multiple Calls Per Directory Number" section.
Malicious Call Identification (MCID)
The MCID feature provides a useful method for tracking troublesome or threatening calls. When a user receives this type of call, the Cisco CallManager system administrator can assign a new softkey template that adds the Malicious Call softkey to the user's phone. For POTS phones that are connected to a SCCP gateway, users can use a hookflash and enter a feature code of *39 to invoke the MCID feature.
For more information about MCID, refer to the "Malicious Call Identification" chapter in the Cisco CallManager Features and Services Guide.
Quality Report Tool
The Quality Report Tool (QRT), a voice-quality and general problem-reporting tool for Cisco IP Phones, allows users to easily and accurately report audio and other general problems with their IP phone. QRT gets loaded as part of the Cisco CallManager installation, and the Cisco Extended Functions (CEF) service supports it.
As system administrator, you enable QRT functionality by creating, configuring, and assigning a softkey template to associate the QRT softkey on a user's IP phone. You can choose from two different user modes, depending upon the level of user interaction that you want with QRT. You then define how the feature will work in your system by configuring system parameters and setting up Cisco CallManager Serviceability tools. You can create, customize, and view phone problem reports by using the QRT Viewer application.
Support for the QRT feature extends to any model IP phone that includes the following capabilities:
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Cisco IP Phone guide for your phone model:
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_ipphon/index.htm.When users experience problems with their IP phones, they can report the type of problem and other relevant statistics by pressing the QRT softkey on the Cisco IP Phone during one of the following call states:
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From a supported call state, and using the appropriate problem classification category, a user can then choose the reason code that best describes the problem that is being reported for the IP phone. A customized phone problem report provides you with the specific information.
For detailed information about configuring and using the Quality Report Tool feature, refer to Quality Report Tool in the Cisco CallManager Features and Services Guide. For more information about configuring and using the
QRT Viewer, refer to the Cisco CallManager Serviceability Administration Guide.For information about the user interface, refer to the appropriate Cisco IP Phone Guide for your model IP phone and the Cisco IP Phone Administration Guide for Cisco CallManager.
Call Diagnostics and Voice-Quality Metrics
You can configure Cisco IP Phones to collect call diagnostics and voice-quality metrics by setting a service parameter in Cisco CallManager Administration as described in the following steps:
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For more information about configuring service parameters in Cisco CallManager Administration, refer to "Service Parameters Configuration" in the Cisco CallManager Administration Guide. For information on configuring Cisco IP Phones in Cisco CallManager Administration, refer to "Cisco IP Phone Configuration" in the Cisco CallManager Administration Guide. For information on configuring the Cisco IP Phones for which call diagnostics and voice-quality metrics are available, refer to the Cisco IP Phone user and administration documentation.
Service URL
You can also configure a Cisco IP Phone Service URL, such as the extension mobility service, to a phone button. When the button gets pressed, the service gets invoked.
To configure a service URL on a phone button for the user, the administrator performs the following steps:
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Speed Dial and Abbreviated Dial
Cisco CallManager supports the configuration of up to 99 speed-dial entries, which are accessed through phone buttons and abbreviated dialing.
When the user configures up to 99 speed-dial entries, part of the speed-dial entries can be assigned to the speed-dial buttons on the IP phone; the remaining speed-dial entries get used for abbreviated dialing. When a user starts dialing digits, the AbbrDial softkey displays, and the user can access any speed-dial entry by entering the appropriate index. For information about configuring speed dials, refer to "Configuring Speed-Dial Buttons" in the Cisco CallManager Administration Guide.
Phone Association
Users can control some devices, such as phones. Applications that are identified as users control other devices, such as CTI ports. When users have control of a phone, they can control certain settings for that phone, such as speed dial and call forwarding. For more information on associating phones with users, refer to "Associating Devices to a User" in the Cisco CallManager Administration Guide.
Phone Administration Tips
The following sections contain information that might help you configure phones in the Cisco CallManager Administration.
Phone Search
The following sections describe how to modify your search to locate a phone. If you have thousands of Cisco IP Phones in your network, you may need to limit your search to find the phone that you want. If you are unable to locate a phone, you may need to expand your search to include more phones.
Note
Searching by MAC Address
To search for a phone by its MAC address, choose Device Name and ends with and enter the last four or five characters in the MAC address.
Searching by Description
If you enter a user name and/or extension in the Description field when you are adding the phone, you can search by using that value in the Find and List Phones window.
Searching by Device Type
To search for a phone by its device type, choose Device Type and either enter a device type or choose a device type from the drop-down list box below the Find button.
Searching by Call Pickup Group
To search for a phone by its call pickup group, choose Call Pickup Group and choose a call pickup group name; then, click the Find button. Alternatively, click the Find button only.
Searching by Directory Number
To search for a phone by its directory number (DN), choose Directory Number and either enter a search criteria (such as begins with or ends with) or click the Find button.
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Searching by Using Wildcard Characters
To search by using wildcard searches, check the Allow wildcard check box. Wildcard searches get checked by default. Refer to the following example for a description of how Cisco CallManager uses the wildcard search on a directory number.
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Example
Create phones with directory numbers that are all digits and another directory number that contains an expression:
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Perform a search for a Directory Number that ends with [123] and Allow wildcards check box checked. The result of the search includes 2001, 2002, and 2003 (because it uses 123 as the wildcard search). If you perform the same search with Allow wildcards check box unchecked, the result of the search includes only 300[123] (the exact pattern). Table 40-5 lists the wildcard search strings that Cisco CallManager allows in the Find and List Phones window.
Searching by Calling Search Space
If you choose calling search space, the options that are available in the database display. You can choose one of these options from the drop-down list box below the Find button.
Searching by Device Pool
If you choose device pool, the options that are available in the database display (for example, default). You can choose one of these options from the drop-down list box below the Find button.
Searching by LSC Status
If you choose LSC status, the options that are available in the database display (for example, operation pending). You can choose one of these options from the drop-down list box below the Find button.
Searching by Device Security Mode
If you choose device security mode, the options that are available in the database display (for example, use system default). You can choose one of these options from the drop-down list box below the Find button.
Finding All Phones in the Database
To find all phones that are registered in the database, choose Device Name from the list of fields; choose "is not empty" from the list of patterns; then, click the Find button.
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Messages Button
By performing the following actions, you can configure a voice-messaging access number for the messages button on Cisco IP Phone models 7970, 7960, and 7940, so users can access the voice-messaging system by simply pressing the messages button:
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For more information on configuring a voice-messaging service, see Voice Mail Connectivity to Cisco CallManager.
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Directories Button
The Cisco IP Phone models 7970, 7960, and 7940 can display a directory of employee names and phone numbers. Although you access this directory from the directories button on the IP phone, you must configure it before users can access it. To use the corporate directory, you must enter users into a Lightweight Directory Access Protocol (LDAP) directory that is configured with Cisco CallManager.
The URL Directories enterprise parameter defines the URL that points to the global directory for display on Cisco IP Phone models 7970, 7960, and 7940 phones. The XML device configuration file for the phone stores this URL.
Tip
If the phone URL was not updated correctly after the URL Directories enterprise parameter was changed, try stopping and restarting the Cisco TFTP service; then, reset the phone.
Cisco CallManager User Options
Cisco IP Phone users can access the Cisco CallManager User Options through their web browser, so they can configure a variety of features on their phone. Some of the configurable features include call forward, speed dial, and personal address book. By setting enterprise parameters as either True or False, administrators can configure which features are made available to users; for example, the administrator can set the Show Speed Dial Settings enterprise parameter to False and users would not be able to configure speed dials on their phones.
MaxPhonesFallBackQueueDepth Service Parameter
The Cisco CallManager service uses the MaxPhonesFallBackQueueDepth service parameter to control the number of phones to queue on the higher priority Cisco CallManager when that Cisco CallManager is available for registration. The default specifies 10 phones per second. If a primary Cisco CallManager were to fail, the phones will fail over to the secondary Cisco CallManager. The failover process happens as fast as possible, using the priority queues to regulate the number of devices that are currently registering.
When the primary Cisco CallManager recovers, the phones get returned to that Cisco CallManager; however, you do not need to remove a phone from a working Cisco CallManager, in this case the secondary, as fast as possible because the phone is on a working system. The queue depth gets monitored (using the MaxPhonesFallBackQueueDepth service parameter setting) to determine whether the phone that is requesting registration gets registered now or later. If the queue depth is greater than 10 (default), the phone stays where it is and tries later to register to the primary Cisco CallManager.
In the Service Parameters Configuration window, you can modify the MaxPhonesFallBackQueueDepth service parameter. If the performance value is set too high (the maximum is 500), phone registrations could slow the Cisco CallManager real-time response. If the value is set too low (the minimum is 1), the total time for a large group of phones to return to the primary Cisco CallManager will be long.
Dependency Records
If you need to find out what directory numbers a specific phone is using or to what phones a directory number is assigned, click the Dependency Records link that the Cisco CallManager Administration Phone Configuration or Directory Number Configuration window provides. The Dependency Records Summary window displays information about directory numbers that are using the phone. To find out more information about the directory number, click the directory number, and the Dependency Records Details window displays. If the dependency records are not enabled for the system, the dependency records summary window displays a message.
For more information about Dependency Records, refer to "Accessing Dependency Records" and "Removing a Directory Number from a Phone" in the Cisco CallManager Administration Guide.
Phone Failover and Fallback
This section describes how phones fail over and fail back if the Cisco CallManager to which they are registered becomes unreachable. This section also covers conditions that can affect calls that are associated with a phone, such as reset or restart.
Cisco CallManager Fails or Becomes Unreachable
The active Cisco CallManager designation applies to the Cisco CallManager from which the phone receives call-processing services. The active Cisco CallManager usually serves as the primary Cisco CallManager for that phone (unless the primary is not available).
If the active Cisco CallManager fails or becomes unreachable, the phone attempts to register with the next available Cisco CallManager in the Cisco CallManager Group that is specified for the device pool to which the phone belongs.
The phone device reregisters with the primary Cisco CallManager as soon as it becomes available after a failure. See the "MaxPhonesFallBackQueueDepth Service Parameter" section for information about phone registration during failover.
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Phone is Reset
If a call is in progress, the phone does not reset until the call finishes.
Phone Configuration Checklist
Table 40-6 provides steps to manually configure a phone in Cisco CallManager Administration. If you are using auto-registration, Cisco CallManager adds the phone and automatically assigns the directory number.
Table 40-6 Phone Configuration Checklist
Step 1
Gather the following information about the phone:
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Step 2
Add and configure the phone.
Adding a Phone, Cisco CallManager Administration Guide
Step 3
Add and configure lines (DNs) on the phone. You can also configure phone features such as call park, call forward, and call pickup.
Adding a Directory Number, Cisco CallManager Administration Guide
Step 4
Configure speed-dial buttons.
You can configure speed-dial buttons for phones if you want to provide speed-dial buttons for users or if you are configuring phones that do not have a specific user who is assigned to them. Users can change the speed-dial settings on their phones by using Cisco IP Phone User Options.
Configuring Speed-Dial Buttons, Cisco CallManager Administration Guide
Step 5
Configure Cisco IP Phone services.
You can configure services for Cisco IP Phone models 7970, 7960, 7940, 7912, 7905, and Cisco IP Communicator if you want to provide services for users or if you are configuring phones that do not have a specific user who is assigned to them. Users can change the services on their phones by using the Cisco IP Phone User Options.
Configuring Cisco IP Phones, Cisco CallManager Administration Guide
Step 6
Customize phone button templates and softkey templates, if required. Configure templates for each phone.
Adding Phone Button Templates, Cisco CallManager Administration Guide
Configuring Cisco IP Phones, Cisco CallManager Administration Guide
Adding Nonstandard Softkey Templates, Cisco CallManager Administration Guide
Step 7
Assign services to phone buttons, if required.
Adding a Cisco IP Phone Service to a Phone Button, Cisco CallManager Administration Guide
Step 8
Provide power, install, verify network connectivity, and configure network settings for the Cisco IP Phone.
Cisco IP Phone Administration Guide for Cisco CallManager
Step 9
Associate user with the phone (if required).
Associating Devices to a User, Cisco CallManager Administration Guide
Step 10
Make calls with the Cisco IP Phone.
Refer to the user guide for your Cisco IP Phone.
Where to Find More Information
Related Topics
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Additional Cisco CallManager Documentation
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