Cisco Unified Communications Manager Features and Services Guide

Release 7.0(1)

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Text Part Number: OL-15410-01

THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB’s public domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS” WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. CCDE, CCENT, Cisco Eos, Cisco Lumin, Cisco Nexus, Cisco StadiumVision, the Cisco logo, DCE, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn is a service mark; and Access Registrar, Aironet, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without Limitation, EtherFast, EtherSwitch, Event Center, Fast Step, Follow Me Browsing, FormShare, GigaDrive, HomeLink, Internet Quotient, IOS, iPhone, iQ Expertise, the iQ logo, iQ Net Readiness Scorecard, iQuick Study, IronPort, the IronPort logo, LightStream, Linksys, MediaTone, MeetingPlace, MGX, Networkers, Networking Academy, Network Registrar, PCNow, PIX, PowerPanels, ProConnect, ScriptShare, SenderBase, SMARTnet, Spectrum Expert, StackWise, The Fastest Way to Increase Your Internet Quotient, TransPath, WebEx, and the WebEx logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0805R) Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental. Cisco Unified Communications Manager Features and Services Guide © 2008 Cisco Systems, Inc. All rights reserved.

C O N T E N T S
Preface
1
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CHAPTER

Barge and Privacy

1-1

Introducing Barge, Privacy, and Privacy on Hold 1-2 Barge 1-2 Single Button Barge/cBarge 1-2 Barge Using Built-In Conference—Single Button Barge or Barge Softkey 1-4 Barge Using Shared Conference—Single Button cBarge or cBarge Softkey 1-5 Barge Phone Display Messages 1-5 Privacy 1-5 Privacy on Hold 1-6 System Requirements for Barge, Privacy, and Privacy on Hold Interactions and Restrictions 1-7 Interactions 1-7 Barge and cBarge 1-7 Barge and Call Park 1-8 Barge and Join 1-8 Restrictions 1-8 Installing and Activating Barge, Privacy, and Privacy on Hold 1-10 Activating Barge with Built-In Conference Bridge 1-10 Activating cBarge with Shared Conference Bridge 1-10 Activating Privacy 1-10 Activating Privacy on Hold 1-11 Configuring Barge, Privacy, and Privacy on Hold 1-11 Barge Configuration Checklist 1-11 Privacy and Privacy on Hold Configuration Checklist 1-12 Setting the Service Parameters for Barge, Privacy, and Privacy on Hold Related Topics
2
1-14 1-6

1-13

CHAPTER

Call Back

2-1 2-1 2-2 2-4

Introducing Call Back

Understanding How Call Back Works System Requirements for Call Back

Suspend/Resume Functionality for Call Back
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Interactions and Restrictions 2-5 Additional Information on Call Back Notification with Phones That Are Running SIP 2-6 Feature Interactions with Call Forward, iDivert, and Voice-Messaging System Features 2-6 Installing and Configuring Call Back
2-7

Configuration Checklist for Call Back 2-7 Creating a Softkey Template for the CallBack Softkey 2-8 Configuring CallBack Softkey Template in Common Device Configuration Adding CallBack Softkey Template in Phone Configuration 2-10 Setting Call Back Service Parameters 2-10 Providing Call Back Information to Users Troubleshooting Call Back Related Topics
3
2-11 2-11 2-10

2-9

CHAPTER

Call Display Restrictions

3-1

Introducing Call Display Restrictions 3-1 Overview of Call Display Restrictions 3-2 Enabling Call Display Restrictions 3-2 System Requirements for Call Display Restrictions Scenarios for Using Call Display Restrictions Interactions 3-4 Call Park 3-4 Conference List 3-5 Conference and Voice Mail Extension Mobility 3-5
3-3 3-3

3-5

Configuring Call Display Restrictions 3-5 Call Display Restrictions Configuration Checklist 3-6 Configuring the Translation Pattern Parameters 3-6 Configuring the Phone Configuration 3-8 Sample Configurations 3-8 Partitions 3-9 Calling Search Spaces 3-9 Devices and Gateways 3-10 Translation Patterns 3-10 Call Park 3-12 Sample Call Flow 3-12 Setting the Service Parameter for Connected Number Display Restriction Related Topics
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Contents

CHAPTER

4

Call Park and Directed Call Park Call Park
4-1 4-2

4-1

Introducing Call Park

System Requirements for Call Park

4-4

Interactions and Restrictions 4-5 Interactions 4-5 Attendant Console 4-5 CTI Applications 4-6 Music On Hold 4-6 Route Plan Report 4-6 Calling Search Space and Partitions Immediate Divert 4-6 Barge 4-6 Directed Call Park 4-7 Q.SIG Intercluster Trunks 4-7 Restrictions 4-7 Installing and Activating Call Park
4-8

4-6

Configuring Call Park 4-8 Call Park Configuration Checklist 4-8 Setting the Service Parameters for Call Park Finding a Call Park Number 4-10 Configuring a Call Park Number 4-11 Call Park Configuration Settings 4-11 Deleting a Call Park Number 4-12 Directed Call Park
4-13 4-13 4-14

4-9

Introducing Directed Call Park

System Requirements for Directed Call Park Interactions and Restrictions 4-15 Interactions 4-15 Attendant Console 4-15 Music On Hold 4-15 Route Plan Report 4-16 Calling Search Space and Partitions Immediate Divert 4-16 Barge 4-16 Call Park 4-16 Restrictions 4-17 Installing and Activating Directed Call Park

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Configuring Directed Call Park 4-18 Directed Call Park Configuration Checklist 4-18 Setting the Service Parameters for Directed Call Park Finding a Directed Call Park Number 4-20 Configuring a Directed Call Park Number 4-21 Directed Call Park Configuration Settings 4-22 Configuring BLF/Directed Call Park Buttons 4-22 BLF/Directed Call Park Configuration Settings 4-23 Deleting a Directed Call Park Number 4-24 Related Topics
5
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4-20

CHAPTER

Call Pickup

5-1

Introducing Call Pickup 5-1 Call Pickup 5-2 Group Call Pickup 5-2 Other Group Pickup 5-3 Directed Call Pickup 5-3 Examples of Directed Call Pickup 5-4 Busy Lamp Field Call Pickup 5-7 BLF Call Pickup Example 5-8 Auto Call Pickup 5-8 Call Pickup No Answer 5-9 Call Pickup Busy 5-9 Call Pickup No Bandwidth 5-9 Using Call Pickup Features with Partitions to Restrict Access Call Pickup Notification 5-10 System Requirements for Call Pickup 5-11 Interactions and Restrictions 5-11 Interactions 5-11 Route Plan Report 5-12 Calling Search Space and Partitions Time of Day 5-12 Call Accounting 5-12 Dependency Records 5-12 Restrictions 5-13 Installing and Activating Call Pickup
5-13

5-10

5-12

Configuring Call Pickup Features 5-14 Call Pickup and Group Call Pickup Configuration Checklist Other Group Pickup Configuration Checklist 5-16
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Directed Call Pickup Configuration Checklist 5-18 BLF Call Pickup Configuration Checklist 5-20 Setting the Service Parameters for Call Pickup 5-21 Configuring Call Pickup Groups 5-22 Finding a Call Pickup Group 5-22 Configuring a Call Pickup Group 5-23 Call Pickup Group Configuration Settings 5-23 Deleting a Call Pickup Group 5-26 Defining a Pickup Group for Other Group Pickup 5-27 Assigning a Call Pickup Group to Directory Numbers 5-27 Related Topics
6
5-28

CHAPTER

Call Throttling and the Code Yellow State Introducing Call Throttling Related Topics
6-3 6-1 6-2

6-1

Troubleshooting Call Throttling

CHAPTER

7

Calling Party Normalization

7-1

Introducing Calling Party Normalization 7-1 Globalizing the Calling Party Number 7-2 Localizing the Calling Party Number 7-4 Mapping the Global Party Calling Number to Its Local Variant System Requirements
7-7

7-6

Interactions and Restrictions 7-7 Interactions 7-8 Globalizing and Localizing Calling Party Numbers for Transferred Calls 7-8 Globalizing and Localizing Calling Party Numbers for Forwarded Calls 7-8 Bulk Administration Tool 7-9 Call Detail Records 7-9 Cisco Unified Communications Manager CDR Analysis and Reporting 7-9 Cisco Extension Mobility 7-9 Device Mobility 7-9 Restrictions 7-10 Installing and Activating Calling Party Normalization
7-11

Configuring Calling Party Normalization 7-11 Configuration Checklist for Calling Party Normalization 7-11 Setting the Service Parameters for Calling Party Normalization Configuring the Calling Party Number Type 7-13

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Configuring Prefixes to Globalize the Calling Party Number 7-16 Applying the Calling Party Transformation CSS to Localize the Calling Party Number Providing Information to End Users Related Topics
8
7-22 7-22

7-20

CHAPTER

Cisco Extension Mobility

8-1

Introducing Cisco Extension Mobility 8-1 Understanding Device Profiles 8-2 User Device Profile 8-2 Default Device Profile 8-2 Overview of Cisco Extension Mobility 8-2 SIP Support for Cisco Extension Mobility 8-4 Login and Logout Behavior 8-4 Login Call Flow 8-5 Logout Call Flow 8-6 Extension Mobility Equivalency 8-7 System Requirements for Cisco Extension Mobility
8-8

Interactions and Restrictions 8-9 Interactions 8-9 Cisco Unified Communications Manager Services That Are Running on the Same Server Bulk Administration Tool 8-9 Cisco Unified Communications Manager Assistant 8-10 Cisco Unified Communications Manager Attendant Console 8-10 Call Display Restrictions 8-10 Intercom 8-10 Restrictions 8-11 Installing Cisco Extension Mobility for the First Time
8-12

8-9

Configuring Cisco Extension Mobility 8-12 Configuration Guidelines 8-12 Configuration Example 1 8-13 Configuration Example 2 8-13 Configuration Checklist for Cisco Extension Mobility 8-14 Adding the Cisco Extension Mobility Service 8-17 Setting the Service Parameters 8-18 Creating a Default Device Profile for Each Cisco Unified IP Phone Type 8-22 Creating the Device Profile for a User 8-25 Associating a User Device Profile to a User 8-27 Subscribing Cisco Unified IP Phones to Cisco Extension Mobility 8-28

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Providing Information to Cisco Extension Mobility Users Related Topics
9
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8-29

CHAPTER

Cisco Unified Communications Manager Assistant With Proxy Line Support

9-1

Introducing Cisco Unified Communications Manager Assistant 9-2 Cisco Unified Communications Manager Assistant Architecture Overview 9-2 Cisco IP Manager Assistant Service 9-3 Assistant Console Interface 9-4 Cisco Unified IP Phone Interface 9-5 Cisco Unified Communications Manager Assistant Database Access Architecture Manager Interfaces 9-5 Assistant Interfaces 9-6 Softkeys 9-6 Cisco Unified Communications Manager Assistant Administration Interface 9-6

9-5

System Requirements for Cisco Unified Communications Manager Assistant with Proxy Line Support 9-7 Interactions and Restrictions 9-7 Interactions 9-8 Bulk Administration Tool 9-8 Extension Mobility 9-8 Reporting Tools 9-8 Multilevel Precedence and Preemption (MLPP) Time-of-Day Routing 9-10 Message Waiting Indicator 9-10 Intercom 9-10 Restrictions 9-11

9-10

Installing and Activating Cisco Unified Communications Manager Assistant

9-11

Configuring Cisco Unified Communications Manager Assistant with Proxy Line Support 9-12 Configuration Checklist for Cisco Unified Communications Manager Assistant with Proxy Line Support 9-13 System Configuration with Proxy Line Support 9-17 Cisco Unified Communications Manager Assistant Configuration Wizard 9-17 Calling Search Space and Partitions 9-20 Cisco Unified Communications Manager Assistant CTI Route Point 9-21 Setting the Service Parameters for Cisco Unified Communications Manager Assistant 9-22 Configuring Multiple Servers for Cisco Unified Communications Manager Assistant Scalability Security Considerations 9-26 Starting the Cisco IP Manager Assistant Service 9-27 Cisco Unified IP Phone Service Configuration 9-27

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Manager and Assistant Phone Configuration 9-27 Manager Phones 9-28 Assistant Phones 9-29 Nonmanager and Nonassistant Phones 9-31 Manager and Assistant Configuration 9-31 Configuring a Manager and Assigning an Assistant for Proxy Line Mode 9-32 Deleting Cisco Unified Communications Manager Assistant Information from the Manager 9-34 Updating the Manager Cisco Unified Communications Manager Assistant Configuration Configuring Proxy, Incoming Intercom, and Primary Lines for the Assistant 9-35 Deleting the Cisco Unified Communications Manager Assistant Information from the Assistant 9-37 Updating the Assistant Cisco Unified Communications Manager Assistant Configuration Dial Rules Configuration 9-39 Providing Information to Cisco Unified Communications Manager Assistant Managers and Assistants 9-39 Installing the Assistant Console Application 9-39 Assistant Console Dialog Options 9-41 Manager Configuration 9-41 Related Topics
10
9-42

9-34

9-38

CHAPTER

Cisco Unified Communications Manager Assistant With Shared Line Support

10-1

Introducing Cisco Unified Communications Manager Assistant 10-2 Cisco Unified Communications Manager Assistant Architecture Overview 10-2 Cisco IP Manager Assistant Service 10-3 Assistant Console Interface 10-4 Cisco Unified IP Phone Interface 10-5 Cisco Unified Communications Manager Assistant Database Access Architecture 10-5 Manager Interfaces 10-5 Assistant Interfaces 10-5 Softkeys 10-6 Cisco Unified Communications Manager Assistant Administration Interface 10-6 System Requirements for Cisco Unified Communications Manager Assistant with Shared Line Support 10-6 Interactions and Restrictions 10-7 Interactions 10-7 Bulk Administration Tool 10-7 Extension Mobility 10-8 Reporting Tools 10-8 Multilevel Precedence and Preemption (MLPP)
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Intercom 10-9 Restrictions 10-10 Installing and Activating Cisco Unified Communications Manager Assistant
10-11

Configuring Cisco Unified Communications Manager Assistant with Shared Line Support 10-11 Configuration Checklist for Cisco Unified Communications Manager Assistant with Shared Line Support 10-12 Setting the Service Parameters for Cisco Unified Communications Manager Assistant 10-15 Configuring Multiple Servers for Cisco Unified Communications Manager Assistant Scalability 10-16 Security Considerations 10-18 Starting the Cisco IP Manager Assistant Service 10-18 Manager and Assistant Phone Configuration 10-18 Manager Phones 10-19 Assistant Phones 10-19 Nonmanager and Nonassistant Phones 10-20 Manager and Assistant Configuration 10-20 Configuring a Manager and Assigning an Assistant for Shared Line Mode 10-21 Deleting Cisco Unified Communications Manager Assistant Information for the Manager 10-23 Updating the Manager Cisco Unified Communications Manager Assistant Configuration 10-23 Configuring Shared and Incoming Intercom Lines for the Assistant 10-24 Deleting the Cisco Unified Communications Manager Assistant Information for the Assistant 10-25 Updating the Assistant Cisco Unified Communications Manager Assistant Configuration 10-26 Dial Rules Configuration 10-27 Providing Information to Cisco Unified Communications Manager Assistant Managers and Assistants 10-27 Installing the Assistant Console Application 10-27 Assistant Console Dialog Options 10-29 Manager Configuration 10-29 Related Topics
11
10-30

CHAPTER

Cisco Unified Communications Manager Attendant Console

11-1

Introducing Cisco Unified Communications Manager Attendant Console 11-2 Understanding Cisco Unified Communications Manager Attendant Console Users 11-2 Understanding Pilot Points and Hunt Groups 11-3 Understanding Linked Hunt Groups 11-5 Understanding Circular Hunt Groups 11-7 Understanding Broadcast Hunting 11-9 Understanding Call Queuing 11-10 Understanding the Cisco Unified Communications Manager Attendant Console Directory
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Understanding the Cisco CallManager Attendant Console Server Service Cisco Unified Communications Manager Attendant Console Redundancy Firewall Support for Attendant Console 11-13

11-11 11-12

System Requirements for Cisco Unified Communications Manager Attendant Console 11-13 Attendant PC Requirement 11-13 Cisco Unified IP Phone and Voice-Messaging Requirements for Use with the Attendant Console 11-14 Interactions and Restrictions 11-14 Interactions 11-15 Cisco Extension Mobility 11-15 Music On Hold 11-15 Call Park 11-15 Directed Call Park 11-15 CTI 11-16 Intercom 11-16 Super Provider Feature Support 11-16 Restrictions 11-16 Installing and Activating Cisco Unified Communications Manager Attendant Console
11-18

Configuring Cisco Unified Communications Manager Attendant Console 11-18 Configuration Checklist for Cisco Unified Communications Manager Attendant Console 11-19 Configuring Cisco Unified Communications Manager Attendant Console Users 11-21 Finding an Attendant Console User 11-21 Configuring an Attendant Console User 11-22 Cisco Unified Communications Manager Attendant Console User Configuration Settings 11-23 Deleting an Attendant Console User 11-23 Configuring the ac Application User 11-24 Configuring the ACDeviceAuthenticationUser Application User for Device Security 11-25 Associating Devices with the ACDeviceAuthenticationUser Application User 11-26 Configuring Pilot Points 11-26 Finding a Pilot Point 11-27 Configuring a Pilot Point 11-28 Pilot Point Configuration Settings 11-29 Deleting a Pilot Point 11-30 Resetting a Pilot Point 11-31 Configuring Hunt Groups 11-32 Configuring Hunt Group Members 11-32 Hunt Group Configuration Settings 11-33 Deleting Hunt Group Members 11-34 Cisco CallManager Attendant Console Server Service Configuration 11-35

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Creating and Uploading the CorporateDirectory.txt File 11-36 Deleting the CorporateDirectory.txt File 11-37 Installing the Cisco Unified Communications Manager Attendant Console Plug-in on an Attendant PC 11-38 Starting Cisco Unified Communications Manager Attendant Console After Installing Windows XP SP2 11-39 Configuring Cisco Unified Communications Manager Attendant Console Settings 11-40 Attendant Console Configuration Settings 11-41 Configuring Held Icon Timers 11-42 Dependency Records Related Topics
12
11-43 11-43

CHAPTER

Cisco Unified Communications Manager Auto-Attendant

12-1

Understanding Cisco Unified Communications Manager Auto-Attendant 12-2 Cisco Unified Communications Manager Auto-Attendant Overview 12-2 Components of Cisco Unified Communications Manager Auto-Attendant 12-3 System Requirements for Cisco Unified Communications Manager Auto-Attendant Installing the Cisco Unified Communications Manager Auto-Attendant
12-4 12-4 12-4

Configuring Cisco Unified Communications Manager Auto-Attendant and the Cisco CRS Engine Configuration Checklist for Cisco Unified Communications Manager Auto-Attendant 12-4 Managing Cisco Unified Communications Manager Auto-Attendant Related Topics
13
12-6 12-6

CHAPTER

Cisco Unified Mobility

13-1

Introducing Cisco Unified Mobility 13-2 Definitions 13-2 List of Cisco Unified Mobility Features 13-3 Other Benefits of Cisco Unified Mobility Features 13-4 Mobile Connect 13-5 Mobile Voice Access 13-5 Cisco Unified Mobile Communicator 13-6 Cisco Unified Mobile Communicator Configuration 13-7 Cisco Unified Mobile Communicator Configuration Details Dial-via-Office Reverse Callback 13-9 Time-of-Day Access 13-10 Time-of-Day Access Configuration 13-11 Important Notes for Time-of-Day Access 13-12 Directed Call Park via DTMF 13-13 SIP URI Dialing 13-14

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Use Case Scenarios for Cisco Unified Mobility Features 13-15 Use Case Scenarios for Mobile Connect 13-15 Use Case Scenarios for Mobile Voice Access 13-16 Use Case Scenarios for Dial-via-Office Reverse Callback 13-16 Use Case Scenarios for Time-of-Day Access 13-16 Use Case Scenarios for Directed Call Park via DTMF 13-17 Interactions and Restrictions 13-18 Interactions 13-18 Licensing 13-19 Number of Supported Calls 13-19 Auto Call Pickup 13-19 Restrictions 13-20 System Requirements
13-21 13-22

Migrating from Cisco Unified MobilityManager

Configuring Cisco Unified Mobility 13-22 Cisco Unified Mobility Configuration Checklist 13-23 Access List Configuration 13-24 Finding Access Lists 13-24 Configuring Access Lists 13-25 Deleting Access Lists 13-26 Access List Configuration Settings 13-27 Access List Member Detail Configuration Settings 13-29 Remote Destination Profile Configuration 13-29 Finding Remote Destination Profiles 13-29 Configuring a Remote Destination Profile 13-31 Associating a Directory Number with a Remote Destination Profile 13-31 Deleting Remote Destination Profiles 13-31 Remote Destination Profile Configuration Settings 13-32 Remote Destination Configuration 13-35 Finding Remote Destinations 13-35 Configuring Remote Destinations 13-36 Deleting Remote Destinations 13-37 Remote Destination Configuration Settings 13-38 Mobile Voice Access Media Resource Configuration 13-40 Mobile Voice Access Configuration Settings 13-41 H.323 Gateway Configuration for Mobile Voice Access 13-42 Configuring an H.323 Gateway for System Remote Access by Using PRI 13-43 Configuring an H.323 Gateway for System Remote Access by Using Hairpinning Mobile Voice Access Configuration by Service Parameter 13-47

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and TAPI Applications System Requirements 15-5 15-4 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 xv .Contents Mobility Setting Configuration 13-48 Mobility Configuration Settings 13-48 Mobility Softkey Configuration 13-48 Related Topics 14 13-49 CHAPTER Cisco Web Dialer 14-1 Introducing Cisco Web Dialer 14-1 Webdialer Servlet 14-1 Redirector Servlet 14-2 Redundancy 14-2 14-3 System Requirements for Cisco Web Dialer Interactions and Restrictions Interactions 14-3 Restrictions 14-4 14-3 Installing and Activating Cisco Web Dialer 14-4 Configuring Cisco Web Dialer 14-5 Cisco Web Dialer Configuration Checklist 14-5 Configuring the Webdialer Servlet 14-6 Setting Service Parameters for the Webdialer Servlet 14-6 Configuring the Application User 14-7 Secure TLS Connection to CTI 14-8 Configuring Web Dialer for the Local Language 14-8 Partition Support 14-9 Configuring the Redirector Servlet (Optional) 14-10 Configuring Application Dial Rules (Optional) 14-10 Adding Users to the Standard Cisco Unified Communications Manager End Users Group Creating a Proxy User (Optional) 14-11 Trace Settings (optional) 14-12 Related Topics 15 14-13 14-10 CHAPTER Client Matter Codes and Forced Authorization Codes Introducing Client Matter Codes 15-2 15-2 15-1 Introducing Forced Authorization Codes Interactions and Restrictions 15-3 Using the Cisco Bulk Administration Tool 15-4 Using CDR Analysis and Reporting 15-4 Using FAC/CMC with CTI. JTAPI.

Contents Installation of CMC and FAC 15-5 15-5 CMC and FAC Configuration Checklist Client Matter Codes Configuration Finding Client Matter Codes CMC Configuration Settings Deleting Client Matter Codes 15-6 15-7 15-6 Configuring Client Matter Codes 15-8 15-8 15-9 Enabling Client Matter Codes For Route Patterns Forced Authorization Codes Configuration Finding Forced Authorization Codes FAC Configuration Settings 15-11 15-12 15-10 15-11 15-9 Configuring Forced Authorization Codes Deleting Forced Authorization Codes Providing Information to Users Related Topics 16 15-14 15-13 Enabling Forced Authorization Codes for Route Patterns 15-13 CHAPTER Custom Phone Rings 16-1 16-1 16-2 Introducing Custom Phone Rings Customizing and Modifying Configuration Files Ringlist.xml File Format Requirements Configuring a Custom Phone Ring Related Topics 17 16-3 16-3 16-2 PCM File Requirements for Custom Ring Types 16-3 CHAPTER Device Mobility 17-1 17-1 Introducing Device Mobility Understanding How Device Mobility Works 17-2 Device Mobility Operations Summary 17-3 Device Mobility Groups Operations Summary 17-4 Interactions and Restrictions System Requirements 17-6 17-6 17-5 Supported Cisco Unified IP Phones Installing Device Mobility 17-6 Configuring Device Mobility 17-7 Device Mobility Mode Parameter 17-7 Cisco Unified Communications Manager Features and Services Guide xvi OL-15410-01 .

Contents Device Pool Parameters 17-7 Device Mobility Group Parameter 17-8 Physical Location Parameter 17-8 Network Considerations for Device Mobility Configuration Tips for Device Mobility Enabling Device Mobility 17-11 17-12 17-9 17-10 17-9 Configuration Checklist for Device Mobility Viewing Roaming Device Pool Parameters Troubleshooting Device Mobility Where to Find More Information 18 17-12 17-12 CHAPTER Do Not Disturb 18-1 Introducing the Do Not Disturb Feature 18-1 Incoming Call Alert Settings 18-2 Overview of Do Not Disturb Architecture 18-2 DND Status Notification for SIP Devices 18-2 DND Status Notification for SCCP Devices 18-2 System Requirements for the Do Not Disturb Feature Software Requirements 18-3 Hardware Requirements 18-3 Interactions and Restrictions 18-3 Interactions 18-3 Park Reversion 18-3 Pickup 18-4 Hold Reversion and Intercom MLPP and CER 18-4 Callback 18-4 Pickup Notification 18-4 Hunt List 18-4 Extension Mobility 18-5 Restrictions 18-5 18-3 18-4 Installing and Activating the Do Not Disturb Feature 18-6 Configuring the Do Not Disturb Feature 18-6 Configuration Checklist for the Do Not Disturb Feature Setting the Do Not Disturb Service Parameters 18-6 Configuring DND Softkeys 18-7 Configuring a DND Feature Key 18-7 Configuring Device Parameters for DND 18-7 18-6 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 xvii .

Contents Adding DND to Common Phone Profiles How to Use the Do Not Disturb Feature 18-9 Using the Do Not Disturb Feature 18-10 Do Not Disturb Usage Examples 18-10 DND Ringer Off Option 18-10 DND Call Reject Option 18-13 18-8 Troubleshooting the Do Not Disturb Feature 18-14 Basic DND Troubleshooting 18-14 Troubleshooting Phones That Are Running SIP 18-15 Troubleshooting Phones That Are Running SCCP 18-15 Troubleshooting DND Errors 18-15 Related Topics 19 18-16 CHAPTER External Call Transfer Restrictions 19-1 19-1 19-4 Introducing External Call Transfer Restrictions Interactions and Restrictions Interactions 19-4 Restrictions 19-5 19-4 System Requirements for External Call Transfer Restrictions Installing and Activating External Call Transfer Restrictions 19-5 Configuring External Call Transfer Restrictions 19-5 External Call Transfer Restrictions Configuration Checklist 19-6 Configuring External Call Transfer Restrictions Service Parameters 19-6 Configuring Transfer Capabilities by Using Call Classification Service Parameter Setting the Block OffNet to OffNet Transfer Service Parameter 19-7 Configuring Transfer Capabilities by Using Gateway Configuration 19-7 Configuring Transfer Capabilities by Using Trunk Configuration 19-8 Configuring Transfer Capabilities by Using Route Pattern Configuration 19-8 Related Topics 20 19-9 19-7 CHAPTER Hold Reversion 20-1 20-1 20-2 Introducing Cisco Hold Reversion Understanding How Cisco Hold Reversion Works Hold Reversion Alerting Operations 20-3 Call Focus Operations 20-3 How to Retrieve Reverted Calls 20-4 Timer Deactivation 20-4 Examples 20-4 Cisco Unified Communications Manager Features and Services Guide xviii OL-15410-01 .

Contents System Requirements 20-6 20-6 Supported Cisco Unified IP Phones and Devices Interactions and Restrictions 20-7 Interactions 20-7 Music on Hold 20-7 Call Park 20-7 MLPP 20-7 CTI Applications 20-8 Restrictions 20-8 Installing Cisco Hold Reversion 20-9 Configuring Cisco Hold Reversion 20-9 Hold Reversion Timers 20-9 Call Focus Priority 20-9 Configuration Tips for Cisco Hold Reversion Configuring Call Focus Priority 20-11 20-12 20-13 20-10 20-10 Configuration Checklist for Cisco Hold Reversion Configuring Call Reversion Timer Settings Troubleshooting Cisco Hold Reversion Where to Find More Information 21 20-14 Providing Cisco Hold Reversion Information to Users 20-14 CHAPTER Immediate Divert 21-1 21-1 Introducing Immediate Divert System Requirements for Immediate Divert 21-2 Call-Processing Requirements for Immediate Divert 21-2 Softkey Requirements 21-2 Requirements for Incoming Calls 21-3 Requirements for Outgoing Calls 21-3 Immediate Divert Phone Display Messages 21-4 Using Immediate Divert 21-4 Immediate Divert Scenarios with Use Legacy Immediate Divert Service Parameter Set to True 21-4 Immediate Divert Scenarios With Use Legacy Immediate Divert Service Parameter Set to False 21-5 Interactions and Restrictions 21-6 Interactions 21-6 Multilevel Precedence and Preemption (MLPP) Call Forward 21-7 21-6 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 xix .

Contents Call Detail Records (CDR) Conference 21-7 Hunt List 21-7 Restrictions 21-7 21-7 Installing and Activating Immediate Divert 21-9 Configuring Immediate Divert 21-9 Immediate Divert Configuration Checklist 21-9 Setting the Service Parameters for Immediate Divert Related Topics 22 21-11 21-10 CHAPTER Intercom 22-1 22-1 Introducing Intercom System Requirements 22-2 Intercom Support for Cisco Unified IP Phones Call and Line States 22-3 22-3 Interactions and Restrictions 22-4 Interactions 22-4 Interactions with Barge 22-4 Interactions with Do Not Disturb (DND) 22-4 Call Preservation 22-5 Cisco Unified Survivable Remote Site Telephony (SRST) 22-5 Cisco Unified Communications Manager Assistant 22-5 Interactions with CTI 22-5 Interactions with Cisco Extension Mobility 22-5 Interactions with Cisco Unified Communications Manager Attendant Console Restrictions 22-5 Installing and Activating Intercom 22-6 22-5 Configuring Intercom 22-6 Configuration Checklist for Intercom How to Use Intercom 22-7 Case Studies 22-7 Illustrated Explanation of Intercom Scenario 1 22-8 Scenario 2 22-11 Scenario 3 22-13 Scenario 4 22-15 Scenario 5 22-17 BAT Considerations 22-22 22-7 22-8 Cisco Unified Communications Manager Features and Services Guide xx OL-15410-01 .

Contents Troubleshooting Intercom 22-23 22-24 Where to Find More Information 23 CHAPTER Local Route Groups 23-1 Introducing Local Route Groups 23-1 Local Route Group 23-2 Binding a Provisioned Route Group to a Local Route Group During a Call Routing with Local Route Groups 23-3 Simple Local Routing 23-4 Tail End Hop Off 23-7 Called Party Transformations 23-9 System Requirements for Local Route Groups Interactions and Restrictions 23-11 Interactions 23-11 Supported Devices 23-11 Forwarding 23-12 Other Supplementary Services Route Plan Report 23-12 Restrictions 23-13 Mixed Route Lists 23-13 23-11 23-3 23-12 Installing and Activating Local Route Groups 23-13 Configuring Local Route Groups 23-13 Configuration Checklist for Local Route Groups 23-13 Setting the Local Route Group Service Parameters 23-15 Related Topics 24 23-15 CHAPTER Malicious Call Identification 24-1 Introducing Malicious Call Identification 24-1 Using the Malicious Call ID Feature with Cisco Unified Communications Manager System Requirements for Malicious Call ID Interactions and Restrictions 24-2 Interactions 24-3 Conference Calls 24-3 Extension Mobility 24-3 Call Detail Records 24-3 Alarms 24-3 Restrictions 24-4 Installing Malicious Call ID 24-4 24-2 24-2 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 xxi .

Contents Configuring Malicious Call ID 24-4 Malicious Call ID Configuration Checklist 24-5 Setting the Service Parameter for Malicious Call ID 24-5 Configuring Alarms for Malicious Call ID 24-6 Adding a Softkey Template for Malicious Call ID 24-6 Giving the Malicious Call Identification Feature to Users 24-7 Removing the Malicious Call Identification Feature from a User Troubleshooting Malicious Call ID Related Topics 25 24-8 24-8 24-8 CHAPTER Monitoring and Recording 25-1 Introducing Monitoring and Recording 25-1 Terminology for Call Monitoring and Call Recording 25-2 Call Monitoring Overview 25-2 Call Recording Overview 25-3 Monitoring and Recording Architecture 25-4 Devices That Support Call Monitoring and Call Recording 25-5 Introduction to Call Monitoring 25-6 Invocation of a Silent Monitoring Session 25-6 Supervisor Transfers the Monitoring Call 25-7 Agent Cannot Control a Monitoring Call 25-8 Multiple Monitoring Sessions 25-9 Barging or Monitoring an Agent Call 25-10 Monitoring an Agent in a Conference 25-11 Agent Conferences in the Supervisor 25-11 Supervisor Conferences in Another Supervisor 25-12 Introduction to Call Recording 25-13 Call Recording Modes 25-14 Recorder as SIP Trunk Device 25-14 Automatic Recording 25-15 Application-Invoked Recording 25-15 Recording Calls Do Not Survive Agent Hold 25-16 Recording a Barged Call 25-17 Recording an Agent Conference 25-18 Simultaneous Monitoring and Recording 25-19 Call Characteristics of Monitoring and Recording Calls 25-20 Monitoring and Recording Notification Tones 25-20 Play Tone Behavior 25-21 Codec for Monitoring and Recording Calls 25-21 Cisco Unified Communications Manager Features and Services Guide xxii OL-15410-01 .

Contents Limit Codec Usage for Recording Calls 25-22 Monitoring and Recording Are One-Way Media 25-22 One-Way Media and Firewalls 25-23 Call Preservation in Monitoring and Recording 25-23 Call Information and Call Display 25-23 CTI Event Delivery to Application 25-24 System Requirements for Monitoring and Recording CTI Requirements 25-24 Hardware Requirements 25-25 25-24 Interactions and Restrictions 25-25 Interactions 25-25 CTI and JTAPI/TSP Applications 25-25 Other Cisco Unified Communications Manager Features Restrictions 25-26 Security Handling in Monitoring and Recording 25-26 Intercom 25-26 25-26 Configuring Monitoring and Recording 25-27 Turn on IP Phone BIB to Allow Monitoring or Recording 25-27 Add User for Monitoring or Recording Application 25-28 Add User to Groups That Allow Monitoring and Recording 25-29 Configure Tones for Monitoring or Recording 25-30 Configure Monitoring Calling Search Space 25-31 Enable Recording for a Line Appearance 25-32 Create Recording Profile 25-33 Create a SIP Trunk That Points to the Recorder 25-34 Create a Route Pattern for the Recorder 25-35 Create Recorder Redundancy 25-36 Configuration Checklist for Monitoring and Recording 25-37 Setting the Monitoring and Recording Service Parameters 25-38 Notification 25-38 Codec Usage 25-38 Built-In Bridge 25-38 Related Topics 26 25-38 CHAPTER Multilevel Precedence and Preemption Introducing MLPP 26-1 MLPP Terminology 26-2 Precedence 26-3 26-1 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 xxiii .

Contents Executive Override Precedence Level 26-4 Executive Override Precedence Call Setup 26-5 Executive Override Precedence Calls Across the PRI 4ESS Interface PRI 4ES UUIE-Based MLPP Interface to DRSN 26-6 Preemption 26-6 Domain 26-7 Resource Priority Namespace Network Domain 26-7 Resource Priority Namespace Network Domain List 26-8 Location-Based MLPP 26-9 MLPP Over Intercluster Trunks 26-9 MLPP Precedence Patterns 26-9 MLPP Indication Enabled 26-10 Precedence Call Setup 26-10 Alternate Party Diversion 26-11 MLPP Preemption Enabled 26-12 Receiving Preemption 26-12 Preemption Enabled 26-13 Preemption Details 26-13 User Access Preemption 26-13 User Access Channel Nonpreemptable 26-14 Common Network Facility Preemption 26-15 Location-Based Preemption 26-17 MLPP Announcements 26-19 Unauthorized Precedence Announcement 26-20 Blocked Precedence Announcement 26-21 Busy Station Not Equipped for Preemption 26-21 Announcements Over Intercluster Trunks 26-21 MLPP Numbering Plan Access Control for Precedence Patterns 26-22 MLPP Trunk Selection 26-24 MLPP Hierarchical Configuration 26-26 Service Parameter Special Trace Configuration 26-27 CDR Recording for Precedence Calls 26-27 Line Feature Interaction 26-27 Call Forward 26-27 Call Transfer 26-28 Shared Lines 26-28 Call Waiting 26-28 Call Preservation 26-29 Automated Alternate Routing 26-29 MGCP and PRI Protocol 26-29 Cisco Unified Communications Manager Features and Services Guide 26-5 xxiv OL-15410-01 .

Contents Secure Endpoints and Secure Communications 26-29 Mapping MLPP Precedence to DSCP Values 26-30 MLPP Supplementary Services 26-30 MLPP Support for Multiple Appearance Lines Call Forwarding 26-31 Three-Way Calling 26-32 Call Transfer 26-32 Call Pickup 26-33 Hunt Pilots and Hunt Lists 26-33 Interactions and Restrictions Interactions 26-34 Restrictions 26-35 Installing and Activating MLPP MLPP Configuration Checklist Related Topics 27 26-39 26-34 26-30 26-36 26-37 26-38 Setting the Enterprise Parameters for MLPP CHAPTER Music On Hold 27-1 Understanding Music On Hold 27-1 Music On Hold Definitions 27-2 Music On Hold Characteristics 27-3 Music On Hold Functionality 27-4 User Hold Example 27-5 Transfer Hold Example 27-5 Call Park Example 27-5 Supported Music On Hold Features 27-5 Music On Hold Server 27-8 27-9 Music On Hold Audio Sources Creating Audio Sources 27-9 Storing Audio Source Files 27-10 Managing Audio Sources 27-10 Multicast and Unicast Audio Sources 27-10 Multicast Configuration Checklist 27-12 Music On Hold System Requirements and Limits Music On Hold Failover and Fallback Music On Hold Configuration Checklist 27-14 27-15 27-12 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 xxv .

Contents Monitoring Music On Hold Performance 27-16 Viewing Music On Hold Server Performance Checking Service States 27-17 27-16 Music On Hold Audio Source Configuration 27-17 Finding a Music On Hold Audio Source 27-18 Configuring a Music On Hold Audio Source 27-19 Deleting a Music On Hold Audio Source 27-19 Music On Hold Audio Source Configuration Settings 27-20 Fixed Music On Hold Audio Source Configuration 27-22 Configuring the Fixed Music On Hold (MOH) Audio Source 27-23 Deleting a Fixed Music On Hold (MOH) Audio Source 27-23 Fixed Music On Hold (MOH) Audio Source Configuration Settings 27-23 Music On Hold Server Configuration 27-24 Finding a Music On Hold Server 27-24 Configuring a Music On Hold Server 27-25 Resetting or Restarting a Music On Hold Server 27-26 Music On Hold Server Configuration Settings 27-26 Music On Hold Audio File Management Configuration Displaying Music On Hold Audio Files 27-30 Uploading a Music On Hold Audio File 27-31 Deleting a Music On Hold Audio File 27-32 Related Topics 28 27-32 27-30 CHAPTER Presence 28-1 28-1 28-3 Introducing Presence Understanding How Presence Works with Phones and Trunks Understanding How Presence Works with Route Lists Understanding Presence Groups 28-5 28-7 28-4 Understanding Presence Authorization Understanding How the SUBSCRIBE Calling Search Space Works Understanding How Presence Works with Extension Mobility Presence Feature Interactions/Restrictions Presence Configuration Checklist 28-11 28-10 28-9 28-9 Configuring Presence Service Parameters and Enterprise Parameters Configuring and Applying the SUBSCRIBE Calling Search Space Finding Presence Groups 28-14 28-15 28-13 28-13 Configuring Presence Groups Cisco Unified Communications Manager Features and Services Guide xxvi OL-15410-01 .

Contents Presence Group Configuration Settings Deleting a Presence Group Applying a Presence Group 28-16 28-17 28-16 Presence Group and Presence Authorization Tips Configuring BLF/SpeedDial Buttons BLF/SpeedDial Configuration Settings Where to Find More Information 29 28-22 28-20 28-21 28-18 28-19 Configuring a Customized Phone Button Template for BLF/SpeedDial Buttons CHAPTER Quality Report Tool 29-1 Introducing Quality Report Tool 29-1 Components of QRT 29-2 Overview of QRT Architecture 29-3 Cisco CTIManager Interface (QBEHelper) 29-4 Cisco Unified Communications Manager Database Interface (DBL Library) Screen Helper and Dictionary 29-4 Redundancy Manager 29-4 DB Change Notifier 29-5 SDI Trace and Alarm 29-5 System Requirements for QRT 29-5 29-4 Cisco Extended Functions Service Dependency 29-5 Multiple Cisco Extended Functions Applications in a Cluster Securing a TLS Connection to CTI 29-7 29-6 How to Use QRT 29-8 User Interface 29-8 Extended Menu Choices 29-9 Problem Classification Categories and Reason Codes Interactions and Restrictions 29-14 29-14 29-10 Installing and Activating QRT Functions Configuring the QRT Feature 29-15 Configuration Checklist for QRT 29-16 Creating a Softkey Template with the QRT Softkey 29-17 Configuring the QRT Softkey Template in Common Device Configuration 29-19 Adding the QRT Softkey Template in Phone Configuration 29-20 Configuring the Cisco Unified Serviceability Features 29-21 Activating the Cisco Extended Functions Service for QRT 29-22 Configuring Alarms and Traces for QRT 29-22 Setting the Cisco Extended Functions Service Parameters for QRT 29-24 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 xxvii .

Contents Using the QRT Viewer 29-25 QRT Reports 29-26 Providing Information to Users for the QRT Feature Troubleshooting the QRT Feature Related Topics INDEX 29-30 29-30 29-32 Cisco Unified Communications Manager Features and Services Guide xxviii OL-15410-01 .

Cisco Unified Communications Manager Features and Services Guide OL-15410-01 xxix . Audience The Cisco Unified Communications Manager Features and Services Guide provides information for network administrators who are responsible for managing the Cisco Unified Communications Manager system. This guide requires knowledge of telephony and IP networking technology.html The preface covers these topics: • • • • • • • Note Purpose. This document may not represent the latest Cisco product information available. page xxxiii Purpose The Cisco Unified Communications Manager Features and Services Guide provides the information that you need to understand. page xxix Organization. page xxxiii Cisco Product Security Overview. audience.cisco. and troubleshoot Cisco Unified Communications Manager (formerly Cisco Unified CallManager) features. configure. page xxxii Obtaining Documentation and Submitting a Service Request.com/en/US/products/sw/voicesw/tsd_products_support_category_home. page xxix Audience. organization. You can obtain the most current documentation by accessing Cisco's product documentation page at this URL: http://www. use. page xxxi Conventions.Preface This preface describes the purpose. page xxx Related Documentation. and conventions of this guide and provides information on how to obtain related documentation. install. manage.

Provides a description and configuration procedures for the Cisco Unified Communications Manager Immediate Divert Call Pickup feature.Preface Organization The following table provides an overview of the organization of this guide. Provides a description and configuration procedures for Cisco Call Back. Provides descriptions and configuration procedures for Client Matter Codes (CMC) and Forced Authorization Codes (FAC). Cisco Unified Communications Provides a description and configuration procedures for Cisco Manager Assistant With Proxy Line Unified Communications Manager Assistant (Cisco Unified CM Assistant) with proxy line support. Provides a description and configuration procedures for the Call Display Restrictions feature. Chapter Barge and Privacy Description Provides a description and configuration procedures for the Cisco Unified Communications Manager features Barge and Privacy. Support Cisco Unified Communications Manager Assistant With Shared Line Support Cisco Unified Communications Manager Attendant Console Cisco Unified Communications Manager Auto-Attendant Cisco Unified Mobility Provides a description and configuration procedures for Cisco Unified Communications Manager Assistant (Cisco Unified CM Assistant) with shared line support. Provides a description and configuration procedures for Cisco Unified Communications Manager Auto-Attendant. Calling Party Normalization Cisco Extension Mobility Provides a description of calling party normalization. Provides a description and configuration information for Cisco Unified Mobility. including the Mobile Connect and Mobile Voice Access features. Cisco Web Dialer Client Matter Codes and Forced Authorization Codes Custom Phone Rings Cisco Unified Communications Manager Features and Services Guide xxx OL-15410-01 . Provides a description and configuration procedures for the Cisco Unified Communications Manager Attendant Console application. Provides a description and configuration procedures for Cisco Unified Communications Manager custom phone rings. Provides a description and configuration procedures for Cisco Web Dialer for Cisco Unified Communications Manager. Call Back Call Display Restrictions Call Park and Directed Call Park Call Pickup Call Throttling and the Code Yellow Provides a description of the call throttling feature and the State service parameters you use to configure it. Provides a description and configuration procedures for Cisco Extension Mobility for Cisco Unified Communications Manager. Provides a description and configuration procedures for the Cisco Unified Communications Manager Call Park and Directed Call Park features.

0(1) Cisco Unified Communications Manager System Guide Cisco Unified Communications Manager Administration Guide Cisco Unified Serviceability Administration Guide Cisco Unified Communications Manager Call Detail Records Administration Guide Cisco Unified Communications Manager Features and Services Guide OL-15410-01 xxxi . Provides a description and configuration information for the Do Not Disturb feature. Provides a description and configuration procedures for the Cisco Unified Communications Manager Immediate Divert feature. Provides a description and configuration procedures for the Presence feature. Provides a description and configuration procedures for the Local Route Groups feature. Provides a description and configuration information for the Hold Reversion feature. Provides a description and configuration information for the call monitoring and call recording features. Provides a description and configuration procedures for the Cisco Unified Communications Manager Multilevel Precedence and Preemption feature.0(1) Cisco Unified Communications Manager Documentation Guide Release Notes for Cisco Unified Communications Manager Release 7. Provides a description and configuration procedures for the External Call Transfer Restrictions feature.0(1) Upgrading Cisco Unified Communications Manager Release 7.Preface Chapter Device Mobility Do Not Disturb External Call Transfer Restrictions Hold Reversion Immediate Divert Description Provides a description and configuration information for the Device Mobility feature. Provides a description and configuration procedures for Cisco Music On Hold. Provides a description and configuration information for the Cisco Unified Communications Manager Intercom feature. Provides a description and configuration procedures for the Quality Report Tool (QRT) feature. Provides a description and configuration procedures for the Cisco Unified Communications Manager Malicious Call Identification feature. Intercom Local Route Groups Malicious Call Identification Monitoring and Recording Multilevel Precedence and Preemption Music On Hold Presence Quality Report Tool Related Documentation Refer to the following documents for further information about related Cisco IP telephony applications and products: • • • • • • • • Installing Cisco Unified Communications Manager Release 7.

font Information you must enter is in boldface screen boldface screen font. Arguments for which you supply values are in italics.Preface • • • • • • Cisco Unified Real-Time Monitoring Tool Administration Guide Troubleshooting Guide for Cisco Unified Communications Manager Cisco Unified IP Phone Administration Guide for Cisco Unified Communications Manager Cisco Unified Communications Manager Bulk Administration Guide Cisco Unified Communications Manager Security Guide Cisco Unified Communications Solution Reference Network Design (SRND) Conventions This document uses the following conventions: Convention boldface font italic font [ ] {x|y|z} [x|y|z] string screen Description Commands and keywords are in boldface. Optional alternative keywords are grouped in brackets and separated by vertical bars. the key combination ^D in a screen display means hold down the Control key while you press the D key. Cisco Unified Communications Manager Features and Services Guide xxxii OL-15410-01 . Notes contain helpful suggestions or references to material not covered in the publication. Timesavers use the following conventions: Note Timesaver Means the described action saves time. such as passwords. Command paths in a graphical user interface (GUI). Nonprinting characters. A nonquoted set of characters. are in angle brackets. Alternative keywords are grouped in braces and separated by vertical bars. font Terminal sessions and information the system displays are in screen font. italic screen font ^ Arguments for which you supply values are in italic screen font. < > Action > Reports Notes use the following convention: Means reader take note. Do not use quotation marks around the string or the string will include the quotation marks. Elements in square brackets are optional. The symbol ^ represents the key labeled Control—for example. You can save time by performing the action described in the paragraph. This pointer highlights an important line of text in an example.

which also lists all new and revised Cisco technical documentation. The RSS feeds are a free service and Cisco currently supports RSS version 2. and local country laws.access. Further information regarding U. and gathering additional information.com/en/US/docs/general/whatsnew/whatsnew. Before you work on any equipment.html Subscribe to the What’s New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. transfer and use.cisco.S.gov/bis/ear/ear_data. Warnings use the following conventions: Tip Caution Warning This warning symbol means danger. By using this product you agree to comply with applicable laws and regulations.gpo. and local laws. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 xxxiii . see the monthly What’s New in Cisco Product Documentation. distributors and users are responsible for compliance with U.Preface Tips use the following conventions: Means the information contains useful tips. If you are unable to comply with U.0. Importers. export regulations may be found at http://www. you must be aware of the hazards involved with electrical circuitry and familiar with standard practices for preventing accidents. export. at: http://www.S. submitting a service request. Cautions use the following convention: Means reader be careful. export. Cisco Product Security Overview This product contains cryptographic features and is subject to United States and local country laws governing import. exporters. you might do something that could result in equipment damage or loss of data. Delivery of Cisco cryptographic products does not imply third-party authority to import. Obtaining Documentation and Submitting a Service Request For information on obtaining documentation. In this situation.html. distribute or use encryption. return this product immediately. You are in a situation that could cause bodily injury.S.

Preface Cisco Unified Communications Manager Features and Services Guide xxxiv OL-15410-01 .

When privacy on hold is disabled and a private call is put on hold. Barge supports built-in conference and shared conference bridges. users can activate the feature while the call is on hold by toggling privacy on. Privacy. Administrators can configure Privacy for all devices or configure Privacy for each device. the system removes the call information from all phones that share lines and blocks other shared lines from barging in on its calls. Users toggle the Privacy feature on or off. and Privacy on Hold. page 1-7 Installing and Activating Barge. The Single Button Barge/cBarge feature allows the user to simply press the shared-line button to be added to the call. page 1-6 Interactions and Restrictions. When Privacy is disabled. Administrators can configure privacy for all devices or for each device. When Privacy is enabled. Users toggle the privacy feature on or off. the system displays call information on all phones that have shared line appearances and allows other shared lines to barge in on its calls. the calling name and number that are blocked when privacy is enabled remain blocked when the call is put on hold. Pressing a softkey automatically adds the user (initiator) to the shared-line call (target). users can deactivate privacy on hold by toggling privacy off while the call is on hold.CH A P T E R 1 Barge and Privacy The Single Button Barge/cBarge. Barge adds a user to a call that is in progress. the system displays the call information on all phones that have shared line appearances but does not allow another phone to resume or barge the held call. toggling privacy on or off does not affect the held call. likewise. and Privacy on Hold features work with each other. page 1-2 Privacy on Hold. If a private call is put on hold. If privacy on hold is disabled. and privacy is then toggled off. This chapter provides the following information about Barge and Privacy: • • • • Introducing Barge. Privacy. Barge. and Privacy on Hold. and the users currently on the call receive a tone (if configured). and the system blocks other shared lines from resuming the held call. The administrator enables or disables privacy and privacy on hold features. The Single Button Barge/cBarge feature supports built-in conferences and shared conference bridges. The privacy on hold feature preserves privacy when a private call on a shared line is put on hold. These features work with only shared lines. retrieved at the same phone. page 1-10 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 1-1 . Privacy must be enabled for a device to activate privacy on hold. If privacy on hold is enabled. The administrator enables or disables Privacy setting. the system displays calling name and number on all phones that have shared line appearances and allows other shared lines to resume the held call. Administrators configure privacy on hold for the cluster. When privacy on hold is enabled. Privacy.

Barge supports this type of remote-in-use call. Remotely active calls for a line comprise active (connected) calls that are made to or from another device that shares a directory number with the line. If no conference bridge is available (built-in or shared). This mode uses the cBarge softkey. page 1-11 Setting the Service Parameters for Barge. Single Button Barge/cBarge The Single Button Barge/cBarge feature allows a user to simply press the shared-line button of the remotely active call. Cisco Unified Communications Manager Features and Services Guide 1-2 OL-15410-01 . and Privacy on Hold. All parties receive a barge beep tone (if configured). This mode uses the Single Button Barge feature. If no conference bridge is available (built-in or shared). Privacy. By pressing the Barge or cBarge softkey in the remote in use call state. and Privacy on Hold The following sections describe Barge and Privacy. and a message displays at the barge initiator device. and all parties receive a barge beep tone (if configured). If barge fails. By pressing the shared-line button of the remote in use call. Phones support Single Button Barge/cBarge in two conference modes: • • Built-in conference bridge at the target device (the phone that is being barged). the user gets added to the call with all parties. If barge fails. the original call and status remain active. Phones support Barge in two conference modes: • • Built-in conference bridge at the target device (the phone that is being barged). the barge request gets rejected. Privacy. Shared conference bridge. Privacy. and Privacy on Hold. page 1-14 Introducing Barge. Privacy. and Privacy on Hold Barge and Privacy • • • Configuring Barge. the user gets added to the call with all parties. • • • • Barge. page 1-13 Related Topics. page 1-2 Privacy.Chapter 1 Introducing Barge. the original call and status remain active. the original call and status remain active. and all parties receive a barge beep tone (if configured). If barge fails. This mode uses the Single Button cBarge feature. page 1-2 Single Button Barge/cBarge. Shared conference bridge. page 1-6 Barge Barge allows a user to get added to a remotely active call that is on a shared line. to be added to the call with all parties. and a message displays at the barge initiator device. page 1-5 Privacy on Hold. This mode uses the Barge softkey. the barge request gets rejected.

Initiator and the other party remain connected. and Privacy on Hold Table 1-1 describes the differences between Barge with built-in conference bridge and shared conference. Target puts call on hold and performs direct transfer. Initiator releases the call. or Call Park. Note If the Single Button Barge/cBarge feature is enabled. Initiator gets released. Join. No To Conference To Conference Yes No media interruption occurs for Media break occurs to release the the two original parties. Media break occurs to release the shared conference bridge when only two parties remain and to reconnect the remaining parties as a point-to-point call. Bridge supports a second barge setup to an already barged call. the softkey is not used.Chapter 1 Barge and Privacy Introducing Barge. Media break occurs to reconnect Media break occurs to release the initiator with the other party as a shared conference bridge when only point-to-point call. two parties remain and to reconnect the remaining parties as a point-to-point call. To Conference displays as the To/From Target name at the other phones. All three parties get released. Target releases the call. To Conference displays as the To Barge XXX name at the barge initiator phone. shared conference bridge when only two parties remain and to reconnect the remaining parties as a point-to-point call. No Yes Yes Yes To Conference A media break occurs during barge setup. Table 1-1 Built-In and Shared Conference Bridge Differences Action Using Barge Softkey or Single Button Barge (Built-In Conference Bridge at Target Device) Using cBarge Softkey or Single Button cBarge (Shared Conference Bridge) No The standard softkey template Yes includes the softkey. User receives a barge setup tone. if configured. Privacy. To Conference displays as the To/From O ther name at the target phone. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 1-3 . Other party releases the call.

or default). When the target device releases the call. When the other party releases the call. the media between the barge initiator and the other party gets dropped briefly and then reconnects as a point-to-point call. Most Cisco Unified IP Phones include the built-in conference bridge capability. Cisco Unified IP Phones 7940 and 7960 cannot support two media stream encryptions or SRTP streams simultaneously. assign the cBarge softkey to each device or enable the Single Button cBarge feature. the system automatically disables the built-in bridge for Cisco Unified IP Phones 7940 and 7960 when the device security mode is set to encrypted. Note To use barge with a built-in bridge. A built-in conference bridge proves advantageous because neither a media interruption nor display changes to the original call occur when the barge is being set up. the barge initiator gets released from the barge call while the original call also gets put on hold. To use the Single Button Barge feature. When the barge initiator puts the call on hold. Built-in Bridge Enable. The following settings activate or deactivate the built-in conference bridge: • • Note Note Enable or disable the built-in bridge by setting the Cisco Unified Communications Manager clusterwide service parameter. To prevent instability due to this condition. When network or Cisco Unified Communications Manager failure occurs. The barge initiator can barge into a call again after the media gets reestablished at the target. When the target device puts the call on hold or in a conference or transfers it. Choosing default uses the setting of the service parameter. Privacy is disabled. the barge call gets preserved (like all active calls). and Privacy on Hold” section on page 1-11. off. When the other party puts the call on hold or in a conference or transfers it.Chapter 1 Introducing Barge. which barge uses. to On or Off. refer to the Cisco Unified Communications Manager Security Guide. The display changes at the barge initiator device to reflect the connected party. and the Barge softkey is assigned to each device or the Single Button Barge feature is enabled. in a conference. A barge disconnect tone (beep beep) plays to all remaining parties. ensure the preceding items are enabled. it must be enabled it on the device. Cisco Unified Communications Manager Features and Services Guide 1-4 OL-15410-01 . For more information. both the target device and the barge initiator remain in the call. and Privacy on Hold Barge and Privacy Barge Using Built-In Conference—Single Button Barge or Barge Softkey You can use Single Button Barge or the Barge softkey only in the remote-in-use call state. Privacy. Otherwise. Privacy. The original call between the target device and the other party remains active. On or off override the Built-in Bridge Enable service parameter. For more information. Enable or disable the built-in bridge for each device by using the Built In Bridge drop-down list box in the Phone Configuration window (choose on. see the “Configuring Barge. both the target device and the other party remain in the call. to use shared conference bridge. When the barge initiator releases the call. or transferred. both the original call and the barge call get released. the barge call gets released between the barge initiator and target.

The call information for all parties gets changed to Barge.” When a user initiates a barge to a SCCP device. It can add more parties to the conference or can drop any party. To use the Single Button cBarge feature. Administrators enable or disable Privacy for each phone or for all phones in the cluster. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 1-5 . No standard softkey template includes the cBarge softkey. Add Privacy button to phone button template. it must be enabled on the device. the administrator adds it to a softkey template and then assigns the softkey template to a device. leave the clusterwide service parameter set to True and leave the phone privacy setting set to default. To configure certain phones with access to Privacy. Privacy. which causes a brief media interruption. To enable all phones with Privacy. The barged call becomes a conference call with the barge target device as the conference controller. Additional Information Note See the “Related Topics” section on page 1-14. administrators can enable or disable the capability of users with phones that share the same line (DN) to view call status and to barge the call. or a shared-line. see the “Configuring Barge. When any party releases from the call. if available. the system enables Privacy for all phones in the cluster. which releases the shared conference resource. gets pressed. Privacy. administrators perform the following steps to enable or disable Privacy: • • • • Set a service parameter. Set the phone privacy setting to On. which leaves only two parties in the conference. and Privacy on Hold” section on page 1-11. the barge initiator phone displays “To Barge <Display name> (Shared Line DN). By default. and Privacy on Hold Additional Information See the “Related Topics” section on page 1-14. the remaining two parties experience a brief interruption and then get reconnected as a point-to-point call.” Privacy With Privacy. Add the phone button template that has Privacy button to each device. For more information. Barge Using Shared Conference—Single Button cBarge or cBarge Softkey You can use Single Button cBarge or the cBarge softkey only in the remote-in-use call state. To access the cBarge softkey.Chapter 1 Barge and Privacy Introducing Barge. the barge initiator phone displays “To Barge <Display name>. Barge Phone Display Messages When a user initiates a barge to a SIP device. a barge call gets set up by using the shared conference bridge. The original call gets split and then joined at the conference bridge. When the cBarge softkey.

Privacy on Hold With the privacy on hold feature. Set a Privacy service parameter. Privacy. Add Privacy button to phone button template. shared lines display the status indicators for a private and held call. 7970. When the phone receives an incoming call. To activate privacy on hold. 7961. administrators can enable or disable the capability of users with phones that share the same line (DN) to view call status and retrieve calls on hold. Privacy on hold activates automatically on all private calls when privacy on hold is enabled. The Privacy feature button toggles between on and off. 7940. 7971. or the Barge or cBarge softkey in any Cisco Unified Communications Manager softkey template: • Cisco Unified IP Phones (7905. To enable privacy on hold.1(1) or later Single Button Barge/cBarge and Privacy on hold requires the following software component to operate: • The following phones that are running either SIP or SCCP support Barge by using the Single Button Barge/cBarge feature. and leave the phone privacy setting to default. 7912. it lights. 7960. The phone that put the call on hold displays the status indicator for a held call. the system disables privacy on hold for all phones in the cluster. Administrators enable or disable privacy on hold for all phones in the cluster. 7920. If the button has a lamp. set the clusterwide Privacy service parameter to True. administrators set the Enforce Privacy Setting on Held Calls service parameter to True and set the Privacy setting for the phone to True: • • • • • Set the Enforce Privacy Setting on Held Calls service parameter to True. set the clusterwide Enforce Privacy Setting on Held Calls service parameter to True. Add the phone button template that has Privacy button to each device. the administrator must also enable the privacy feature for the phone or for all phones. To enable all phones with privacy on hold. 7975) Cisco Unified Communications Manager Features and Services Guide 1-6 OL-15410-01 .0 or later Cisco Unified Communications Manager 6. 7941. users press the Resume softkey.Chapter 1 System Requirements for Barge. 7965. 7962. By default. Privacy. To configure certain phones with access to privacy on hold. and the status shows through an icon. and Privacy on Hold Barge and Privacy When the device that is configured for privacy registers with Cisco Unified Communications Manager. the user makes the call private (so the call information does not display on the shared line) by pressing the Privacy feature button. To return to the call. the feature button on the phone that is configured with Privacy gets labeled. users press the Hold softkey while on a private call. 7945. Set the phone privacy setting to On. and Privacy on Hold Barge and Privacy require the following software component to operate: • Cisco Unified Communications Manager 5. 7942. System Requirements for Barge. Additional Information See the “Related Topics” section on page 1-14.

Chapter 1 Barge and Privacy Interactions and Restrictions Note Cisco Cisco Unified IP Phones 7905 and 7912 that run SCCP support cBarge only. page 1-8 Interactions The following sections describe how barge and privacy interact with Cisco Unified Communications Manager applications and call processing: • • Barge and cBarge. The following phones that are running SCCP support Privacy with the Privacy button on the phone button template: • Cisco Unified IP Phones (7905. Note The following phones that are running SIP support Privacy with the Privacy button on the phone button template: • Cisco Unified IP Phones (7940. you can avoid confusion for users and potential performance issues. 7970. 7970) Cisco Unified IP Phones (7941. 7975) Use the programmable line key feature to configure features such as Privacy on the phone button template. 7970. page 1-7 Barge and Join. 7912. 7960. by default. 7931. 7970. 7941. 7945. page 1-8 Barge and cBarge Cisco recommends that you assign either the Barge or cBarge softkey to a softkey template. 7971) The following phones that are running SCCP support the built-in conference bridge capability: • The following phones that are running SIP support the built-in conference bridge capability: • Note If the phone does not support a Privacy button. 7971) Cisco Unified IP Phones (7940. page 1-7 Restrictions. and privacy on hold: • • Interactions. 7961. Interactions and Restrictions The following sections describe the interactions and restrictions for barge. 7960. privacy. 7971. 7961. Cisco Unified IP Phones 7940 and 7960 that run SIP do not support cBarge or Barge. 7965. 7960. 7940. 7961. 7942. By having only one of these softkeys for each device. 7962. the privacy for that phone remains Off (all devices sharing a line with that phone will display the phone information). Cisco Unified Communications Manager Features and Services Guide OL-15410-01 1-7 . See Programmable Line Keys in the Cisco Unified Communications Manager System Guide. 7941.

7961. If the initiator phone is configured for encryption. a busy tone plays on the phone where the user initiated the barge. • • • • • Tip Cisco Unified Communications Manager Features and Services Guide 1-8 OL-15410-01 . even if the initiator phone does not support security. or the barge initiator and the other party remain connected (if using the shared conference). If the initiator phone is configured for encryption. After the barge occurs. CTI generates events for Barge when it is invoked manually from an IP phone by using the Barge or cBarge softkey. disable built-in bridge or turn on Privacy for those devices that do not have shared-line appearances or do not use barge. Restrictions The following restrictions apply to Barge: • • To enhance performance. but Cisco Unified Communications Manager automatically classifies the call as nonsecure. A user can barge into an authenticated call. 7970. The authentication icon continues to display on the authenticated devices in the call. use cBarge instead. When barge fails in this case. Barge and Join When the target joins the call with another call. the barge initiator gets released (if using the built-in bridge). however. some IP phones do not support the Barge feature (Cisco Unified IP Phones 7905 and 7912 support cBarge only). containing the barge softkey.711 codec. Cisco Unified Communications Manager classifies the call as nonsecure. Barge and Call Park When the target parks the call. the barge initiator gets released (if using the built-in bridge). The original call requires G. and the phone indicates that the call state equals encrypted. Cisco recommends that you do not configure cBarge for a user who has Barge configured. but not both. and 7971 that run SIP. A user cannot barge into an encrypted call if the phone that is used to barge is not configured for encryption. Barge supports Cisco Unified IP Phones 7941. the barge initiator can barge into an encrypted call. or the barge initiator and the other party remain connected (if using the shared conference). to any IP phone that uses softkeys. even if the phone that is used to barge is nonsecure.711 is not available.Chapter 1 Interactions and Restrictions Barge and Privacy Note You can enable Single Button Barge or Single Button cBarge for a device. You can assign a softkey template. the barge initiator can barge into an authenticated or nonsecure call from the encrypted phone. CTI does not support Barge through APIs that TAPI/JTAPI applications invoke. If G. Choose only one barge method for each user. You can configure cbarge if you want barge functionality.

and 7971 that run SIP. The system supports only hold and unhold. you choose Encrypted for the Device Security Mode (or System Default equals Encrypted). The following restriction applies to built-in conference bridge: • • • Cisco Unified Communications Manager Features and Services Guide OL-15410-01 1-9 . To enhance performance. or use any feature that is using the CTI/JTAPI/TSP interface. 7970. – In the Enterprise Parameter window. The initiator cannot park a call. you update the Device Security Mode parameter. CTI does not support Privacy through APIs that TAPI/JTAPI applications invoke. CTI generates events when Privacy gets enabled or disabled from an IP phone by using the Privacy feature button. Privacy supports Cisco Unified IP Phones 7941. A message displays in Cisco Unified Communications Manager Administration when you attempt the following configuration: – In the Phone Configuration window. disable built-in bridge or turn on Privacy for those devices that do not have shared-line appearances or do not use barge. The following restrictions apply to Privacy: • • • To enhance performance.Chapter 1 Barge and Privacy Interactions and Restrictions • If you configure encryption for Cisco Unified IP Phones 7960 and 7940. – In the Service Parameter window. A tone plays on the phone to indicate that the barge failed. and 7971 that run SIP. those encrypted devices cannot accept a barge request when they are participating in an encrypted call. On for the Built In Bridge setting (or default setting equals On). Built-in conference bridge supports Cisco Unified IP Phones 7941. the barge attempt fails. 7961. redirect a call. 7970. When the call is encrypted. you update the Built In Bridge Enable parameter. 7961. and you click Insert or Update after you create this specific configuration. disable built-in bridge or turn on Privacy for those devices that do not have shared-line appearances or do not use barge.

The following sections provide information about activating the features: • • • • Activating Barge with Built-In Conference Bridge. page 1-10 Activating cBarge with Shared Conference Bridge. page 1-11 Activating Barge with Built-In Conference Bridge To activate Barge with built-in conference bridge. add the Barge softkey to a softkey template. See the “Barge Configuration Checklist” section on page 1-11 for details. and Privacy on Hold Barge. and privacy on hold system features come standard with Cisco Unified Communications Manager software. To activate the Single Button Barge feature. set the Built-in Bridge Enable service parameter to On.Chapter 1 Installing and Activating Barge. Note Activating cBarge with Shared Conference Bridge To activate Barge with shared conference bridge. and Privacy on Hold Barge and Privacy The following restrictions apply to privacy on hold: • CTI does not support privacy on hold through APIs that TAPI/JTAPI applications invoke. set the Built in Bridge field to On in the Phone Configuration window. Privacy. you must also enable it on the device profile page. assign the softkey template to a device. privacy. To set Barge with built-in conference bridge for individual users. Activating Privacy The system automatically activates Privacy in the Cisco Unified Communications Manager cluster because the Privacy Setting service parameter is set to True and the phone has the Privacy setting at Default. assign the softkey template to a device. The administrator activates the features after installation to make them available for system use. Privacy. and set the party entrance tone to True. To activate the Single Button cBarge feature. CTI generates events when a privacy-enabled call is put on hold and when privacy gets enabled or disabled on held calls from an IP phone by using the Privacy feature button. The administrator must also add Privacy to a phone button template and assign the phone button template to a device. you must also enable it on the device profile page. page 1-10 Activating Privacy. See the “Privacy and Privacy on Hold Configuration Checklist” section on page 1-12 for details. and set the party entrance tone to True. add the cBarge softkey to a softkey template. page 1-10 Activating Privacy on Hold. Cisco Unified Communications Manager Features and Services Guide 1-10 OL-15410-01 . To set Barge with built-in conference bridge for all users. set the Built-in Bridge Enable service parameter to On. Installing and Activating Barge. See the “Barge Configuration Checklist” section on page 1-11 for details.

Privacy.Chapter 1 Barge and Privacy Configuring Barge. set the Single Button Barge/cBarge Policy to Barge. page 1-13 Barge Configuration Checklist Table 1-2 provides a checklist to configure Barge with built-in conference bridge. Configuring Barge. set the Built-In Bridge Enable Manager Administration Guide clusterwide service parameter to On Configuring Cisco Unified IP Phones. Step 4 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 1-11 . and Privacy on Hold This section contains the following information: • • • Barge Configuration Checklist. Step 2 Set the following optional Cisco CallManager service parameters: Configuring Service Parameters for a Service on a Server. page 1-12 Setting the Service Parameters for Barge. Cisco Unified Communications Manager Administration Guide Refer to the phone documentation for instructions on how users access Barge on their Cisco Unified IP Phone. configure Barge for each Unified Communications Manager phone by setting the Built in Bridge field in Phone Administration Guide Configuration • • Note Set the Party Entrance Tone clusterwide service parameter to True (required for tones) To enable Single Button Barge for all users. Cisco Unified Communications Manager Administration Guide Assign the Standard User or Standard Feature softkey template (both contain the Barge softkey) to each device that accesses Barge by using the built-in conference bridge. Cisco Unified Communications • To enable Barge for all users. Notify users that the Barge feature is available. and Privacy on Hold Activating Privacy on Hold The system automatically activates privacy on hold in the Cisco Unified Communications Manager cluster when the Enforce Privacy Setting on Held Calls service parameter is set to True and the phone has the privacy feature configured. If this parameter is set to Off. See the “Privacy and Privacy on Hold Configuration Checklist” section on page 1-12 for details. page 1-11 Privacy and Privacy on Hold Configuration Checklist. Table 1-2 Barge with Built-In Conference Bridge Configuration Checklist Configuration Steps Step 1 Related Procedures and Topics Configuring Cisco Unified IP Phones. Cisco Note If this parameter is set to Off. Privacy. associate the device that has the Barge softkey template that is assigned to it. and Privacy on Hold. Step 3 In the End User Configuration window for each user that is allowed to access the Barge with built-in conference bridge feature. Privacy. configure Single Button Barge for each phone by setting the Single Button Barge field in Phone Configuration End User Configuration.

and Privacy on Hold Barge and Privacy Table 1-3 provides a checklist to configure Barge with shared conference bridge. keep the setting of the Privacy Setting clusterwide service parameter to True (default) and keep the Privacy field in the Phone Configuration window to Default. configure Single Button cBarge for each phone by setting the Single Button cBarge field in Phone Configuration Configuring Service Parameters for a Service on a Server. Privacy. Refer to the phone documentation for instructions on how users access cBarge on their Cisco Unified IP Phone. Cisco Unified to access the cBarge with shared conference bridge feature. make a copy of the Standard Feature softkey template. Notify users that the cBarge feature is available. Step 2 For each phone button template that has Privacy. Phone Button Template Configuration. Continue with the following steps. Configuring Cisco Unified IP Phones. Cisco Unified Communications Manager Administration Guide Cisco Unified Communications Manager Features and Services Guide 1-12 OL-15410-01 . Cisco If only certain phones in the cluster need access to Privacy. • Note To enable Single Button cBarge for all users. add Privacy to one of the feature buttons (some phone models use the Private button). Cisco Unified Communications Manager Administration Guide If all phones in the cluster need access to Privacy. Step 4 Privacy and Privacy on Hold Configuration Checklist Table 1-4 provides a checklist to configure Privacy. Table 1-4 Privacy and Privacy on Hold Configuration Checklist Configuration Steps Step 1 Related Procedures and Topics Configuring Service Parameters for a Service on a Server. Guide Disable privacy on phones to allow cBarge. Continue with the following steps. associate Communications Manager Administration the device that has the cBarge softkey template that is assigned to it. Configuring Cisco Unified IP Phones. Table 1-3 Barge with Shared Conference Bridge (cBarge) Configuration Checklist Configuration Steps Step 1 Related Procedures and Topics See the “Adding Non-Standard Softkey Templates” section in the Cisco Unified Communications Manager Administration Guide for more information on creating copies of standard softkey templates. set the Single Button Barge/cBarge Policy to cBarge If this parameter is set to Off.Chapter 1 Configuring Barge. Cisco Unified Communications Manager Administration Guide Step 3 In the End User Configuration window for each user that is allowed End User Configuration. Modify this user-named copy to add the Conference Barge (cBarge) softkey to the Selected Softkeys in the Remote in Use call state. Cisco Unified Communications Manager Administration Guide To create a softkey template that includes cBarge. Step 2 Set the optional clusterwide service parameter Party Entrance Tone to True (required for tones). set the Unified Communications Manager Administration Guide Privacy Setting service parameter to False and set the Privacy field in the Phone Configuration window to On.

Refer to the phone documentation for instructions on how users access privacy on their Cisco Unified IP Phone. Single Button Barge/cBarge Policy—Default specifies Off. set the service parameter to False and set the Privacy field to On in Phone Configuration. Set this parameter for each server in a cluster that has the Cisco CallManager service and barge configured.If Built in Bridge is set to On in Phone Configuration. This parameter enables or disables the Single Button Barge/cBarge feature for phone users who want to use the Barge or cBarge feature by simply pressing the line button. • • Cisco Unified Communications Manager Features and Services Guide OL-15410-01 1-13 . This parameter enables or disables the tones that play during barge. set the Enforce Configuring Service Parameters for a Service Privacy Setting on Held Calls service parameter to True. Single Button Barge/cBarge policy for Single Button Barge/cBarge features. This parameter enables or disables the privacy on hold feature for phone users who want to preserve privacy on held calls. • Built In Bridge Enable—Default specifies Off. Step 4 Step 5 Step 6 Setting the Service Parameters for Barge. Cisco Unified Communications Manager Administration Guide Notify users that the privacy feature and the privacy on hold feature (if configured) are available. Party Entrance Tone—Default specifies False. Unified Communications Manager Administration Guide In the End User Configuration window. To configure the optional privacy on hold feature. Set this parameter for each server in a cluster that has the Cisco CallManager service and privacy configured. Set this parameter for each server in a cluster that has the Cisco CallManager service and privacy configured. Set this parameter for each server in a cluster that has the Cisco CallManager service and barge (with tones) configured. and Privacy on Hold Table 1-4 Privacy and Privacy on Hold Configuration Checklist (continued) Configuration Steps Step 3 Related Procedures and Topics For each phone user that wants Privacy. Privacy. and Party Entrance Tone for the tones that are played during barge. for each user that does not End User Configuration. Enforce Privacy Setting on Held Calls setting for the privacy on hold feature. If the Privacy field in the Phone Configuration window is set to default. and Privacy on Hold Cisco Unified Communications Manager provides five clusterwide service parameters: Built In Bridge Enable for the built-in conference bridge capability. the service parameter setting gets overridden. choose the phone button Configuring Cisco Unified IP Phones.Chapter 1 Barge and Privacy Configuring Barge. Privacy Setting for the Privacy feature. Cisco template that contains the Privacy feature button. This parameter enables or disables the built-in conference bridge capability for phones that use the Barge softkey. Privacy Setting—Default specifies True. Cisco Unified want information about the shared-line appearances to display. Set this parameter for each server in a cluster that has the Cisco CallManager service and privacy configured. Communications Manager Administration associate the device that has the Privacy feature button that is Guide assigned to it. This parameter enables or disables the privacy feature for phone users who do not want to display information on shared-line appearances. on a Server.If only certain phones need the privacy feature. Privacy. • • Enforce Privacy Setting on Held Calls—Default specifies False. the phone uses the setting that is configured in the Privacy Setting service parameter.

Cisco Unified Communications Manager Administration Guide End User Configuration. Cisco Unified Communications Manager System Guide Programmable Line Keys. Cisco Unified Communications Manager Administration Guide Cisco Unified IP Phone Configuration. Cisco Unified Communications Manager Administration Guide Configuring Phone Button Templates.Chapter 1 Related Topics Barge and Privacy Related Topics • • • • • • • • • • • • Cisco Unified IP Phone administration documentation for Cisco Unified Communications Manager Cisco Unified IP Phone user documentation and release notes Privacy and Privacy on Hold Configuration Checklist. Cisco Unified Communications Manager Administration Guide Configuring Service Parameters for a Service on a Server. Cisco Unified Communications Manager Administration Guide Cisco Unified IP Phones. page 1-12 Phone Button Template Configuration. Cisco Unified Communications Manager Administration Guide Softkey Template Configuration. Cisco Unified Communications Manager System Guide Cisco Unified Communications Manager Security Guide Cisco Unified Communications Manager Features and Services Guide 1-14 OL-15410-01 .

To receive call-back notification. a user presses the CallBack softkey while receiving a busy or ringback tone.CH A P T E R 2 Call Back This chapter provides information on the following topics: • • • • • • • • • • Introducing Call Back. page 2-1 Understanding How Call Back Works. page 2-2 Suspend/Resume Functionality for Call Back. page 2-11 Related Topics. page 2-5 Installing and Configuring Call Back. You can activate call back for a destination phone that is within the same Cisco Unified Communications Manager cluster as your phone or on aremote PINX over QSIG trunks or QSIG-enabled intercluster trunks. page 2-10 Troubleshooting Call Back. page 2-11 Introducing Call Back The Call Back feature allows you to receive call-back notification on your Cisco Unified IP Phone when a called party line becomes available. page 2-5 Interactions and Restrictions. page 2-7 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 2-1 . The following sections provide information on the Call Back feature: • • • • Understanding How Call Back Works. page 2-7 Providing Call Back Information to Users. page 2-5 Interactions and Restrictions. page 2-7 Configuration Checklist for Call Back. page 2-4 System Requirements for Call Back. page 2-2 System Requirements for Call Back. page 2-5 Installing and Configuring Call Back. which is triggered when the no answer timer expires. A user can also activate call back during reorder tone.

Call Back does not get cancelled. If the terminating side (User B) gets reset. page 2-4 Note The calling phone only supports one active call back request. Cisco Unified Communications Manager Features and Services Guide 2-2 OL-15410-01 . and the following message displays on the phone of User A: <DN of User B> has become available Time HH:MM MM/DD/YYYY Press Dial to call Press Cancel to deactivate Press Exit to quit this screen User A presses the Exit softkey and then goes off hook and dials the DN of User B. The called phone can support multiple call back requests. who configured Call Forward No Answer (CFNA) to User C before call-back activation occurs. and the Callback notification screen displays after User B becomes available. Note If the originating side (User A) gets reset after Call Back has been activated. who is not available. page 2-2 Example: User A activates the Call Back feature for User B but is busy when User B becomes available. Call Back only supports spaces and digits 0 through 9 for the name or number of the calling or called party. page 2-3 Example: User A and User C call User B at the same time. Because User B is busy or does not reply. To work with Call Back. the name or number of the calling or called party cannot contain # or * (pound sign or asterisk). The following call back activation message displays on the phone of User A: CallBack is activated on <DN of User B> Press Cancel to deactivate Press Exit to quit this screen User A presses the Exit softkey. who exists either in the same Cisco Unified Communications Manager cluster as User A or in a different cluster. Example: User A calls User B. User A activates the Call Back feature by using the CallBack softkey. page 2-3 Example: User A calls User B. who configures call forwarding to User C after User A activates call back. User A receives an audio alert.Chapter 2 Understanding How Call Back Works Call Back Understanding How Call Back Works The following examples describe how Call Back works after an unavailable phone becomes available: • • • • • Example: User A calls User B. page 2-3 Example: User A calls User B. then Call Back gets automatically cancelled. User A will receive an audio alert. Users A and B go on hook. User B answers the call. User A does not receive an audio alert. who is not available User A calls User B. and the Callback notification screen does not display. After User B becomes available (phone becomes on hook after busy or completes an off-hook and on-hook cycle from idle).

User C then calls User A. User A receives an audio alert. Press the Exit softkey to exit the notification screen and then park (or otherwise handle) the active call. Example: User A activates the Call Back feature for User B but is busy when User B becomes available User A calls User B. User A uses call back to contact User C if User C is not busy. After the active call is handled. User A contacts User B. and the following message displays on the phone of User A: <DN of User B> has become available Time HH:MM MM/DD/YYYY Press Dial to call Press Cancel to deactivate Press Exit to quit this screen User A can interrupt the active call to contact User B in either of two ways: • • Select Dial from the notification screen. and a message displays on User A phone that states that the user is available. User A activates call back because User B is not available. and users A and C go on hook in an active call. Example: User A calls User B. User B becomes available (phone becomes on hook after busy or completes an off-hook and on-hook cycle from idle) while User A is still on an active call. the following message displays on the phone of User A: <DN of User B> has become available Time HH:MM MM/DD/YYYY Press Dial to call Press Cancel to deactivate Press Exit to quit this screen Note Manually dialing a DN that has been activated with Call Back notification does not affect the Call Back status. User B sets up call forwarding to User C. depending on the call-forwarding settings for User B. • User A calls User B. User B does not answer. The active call automatically gets put on hold while User A calls User B. Example: User A calls User B. The following call back activation message displays on the phone of User A: CallBack is activated on <DN of User B> Press Cancel to deactivate Press Exit to quit this screen User A presses the Exit softkey. and Call Forward No Answer. who configured Call Forward No Answer (CFNA) to User C before call-back activation occurs The following scenario applies to Call Forward No Answer. When User B or User C becomes available (on hook). User A can press the CallBack softkey and select Dial to call User B). User A may call back User B or User C.Chapter 2 Call Back Understanding How Call Back Works When User A presses the CallBack softkey. Before User B becomes available to User A. if User C is busy. The call from User A gets forwarded to User C because Call Forward No Answer is configured for User B. User A receives an audio alert. who configures call forwarding to User C after User A activates call back The following scenarios support Call Forward All. who exists in the same Cisco Unified Communications Manager cluster as User A. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 2-3 . Call Forward Busy. User A activates the Call Back feature by using the CallBack softkey.

a message states that User B is available. When User B becomes available. Before User B becomes available to User A. User A may call back User B or User C. It also supports Suspend/Resume notification for QSIG-enabled H. is currently busy and receives call-back notification when the called party becomes available. After the originating user (User A) activates the Call Back feature. When the originating user then becomes available.225 trunks. that presses the Dial softkey first connects to User B. and User A and User C activate call back because User B is unavailable. One of the following events occurs: – If the Callback Recall Timer (T3) has not expired. who exists in a different cluster. Because User B is busy or does not reply. the call completion service resumes for that user. both User A and User C receive an audio alert. User A activates call back because User B is not available. and H. User A can dial User B. the originating PINX sends out a Suspend Callback APDU message that indicates to the peer to suspend monitoring of User B until User A becomes available again. User B sets up call-forwarding to User C. Call Back supports the originating Suspend/Resume call-back notification for both intracluster and intercluster QSIG trunks or QSIG-enabled intercluster trunks. that is. User A or User C. On the phone of User A. The User. If User A does not complete the call back call during the allotted time. Suspend/Resume Functionality for Call Back Call Back provides the ability of the system to suspend the call completion service if the user. Tip Example: User A and User C call User B at the same time User A and User C call User B at the same time. User A always calls back User B. the originating PINX sends the Resume APDU message for the terminating side to start monitoring User B again. even after the call back cancellation. The following call back activation message displays on the phone of User A: CallBack is activated on <DN of User B> Press Cancel to deactivate Press Exit to quit this screen User A presses the Exit softkey. The timer starts when the system notifies User A that User B is available. When User A becomes available. the system cancels call back. and then becomes busy when the called party (User B) becomes available. The call connects by using a QSIG trunk. A call-back activation message displays on the phones of User A and User C. and a message displays on both phones that states that User B is available. who exists either in the same Cisco Unified Communications Manager cluster as User A or in a different cluster. – After the Callback Recall Timer (T3) expires.323 gateways. depending on the call-forwarding settings of User B. User A activates the Call Back feature by using the CallBack softkey. who originated Call Back. The following example describes how the Suspend/Resume feature works: Example: User A is busy when User B becomes available Note User A calls User B.Chapter 2 Suspend/Resume Functionality for Call Back Call Back • User A calls User B. Cisco Unified Communications Manager Features and Services Guide 2-4 OL-15410-01 .

Chapter 2

Call Back System Requirements for Call Back

User A has a busy trigger set to 1. User A becomes busy. User B then becomes available. User A does not receive an audio alert and does not receive a call-back notification screen on the display. The originating side (User A) sends a Suspend Callback APDU message to the terminating side (User B). User A becomes available. The originating side sends a Resume Callback APDU message to the terminating side. This causes monitoring of User B to resume. When User B becomes available, User A receives an audio alert, and a Callback notification screen displays.

System Requirements for Call Back
Call Back requires the following software components:
• • • • • •

Cisco Unified Communications Manager 5.0 or later Cisco CallManager service that is running on at least one server in the cluster Cisco Database Layer Monitor service that is running on the same server as the Cisco CallManager service Cisco RIS Data Collector service that is running on the same server as the Cisco CallManager service Cisco Unified Communications Manager Locale Installer, that is, if you want to use non-English phone locales or country-specific tones Microsoft Internet Explorer or Netscape Navigator

Interactions and Restrictions
Note

If users want the CallBack softkeys and messages on the phone to display in any language other than English, or if you want the user to receive country-specific tones for calls, install the locale installer, as described in the Cisco Unified Communications Operating System Administration Guide. Cisco Unified IP Phones 7970, 7960, 7940, 7912, 7905 and Cisco Communicator support Call Back with the CallBack softkey (can be calling and called phone). You can use call back with some Cisco-provided applications, such as Cisco Unified Communications Manager Assistant. A user cannot activate call back for a Cisco Unified Communications Manager Attendant Console pilot point number over a QSIG-enabled intercluster trunk or QSIG-enabled trunk. If the user attempts to activate call back to a Cisco Unified Communications Manager Attendant Console pilot point number over a QSIG-enabled intercluster trunk or QSIG-enabled trunk, the message “Callback Cannot be activated on xxxx” displays on the user phone. The user can activate call back for a Cisco Unified Communications Manager Attendant Console pilot point if that pilot point exists in the same Cisco Unified Communications Manager cluster as the user DN. The only Session Initiation Protocol (SIP) phones that support Call Back is the Cisco Unified IP Phones 7970, 7971, 7961, and 7941.

Note

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You can call the following devices and can have call back activated on them:
• • • • • • •

Cisco IP Phone 30 SP+, Cisco IP Phone 12 SP+, Cisco IP Phone 12 SP, Cisco IP Phone 12 S, Cisco IP Phone 30 VIP Cisco Unified IP Phone 7902, Cisco Unified IP Phone 7910, Cisco Unified IP Phone 7935, Cisco Unified IP Phone 7936 Cisco VGC Phone (uses the Cisco VG248 Gateway) Cisco Skinny Client Control Protocol (SCCP) Phones 7971, 7970, 7961, and 7941 Cisco Session Initiation Protocol (SIP) Phones 7970, 7971, 7961, and 7941 Cisco Analog Telephone Adapter (ATA) 186 and 188 CTI route point forwarding calls to preceding phones

Tip

When a Cisco Extension Mobility user logs in or logs out, any active call completion that is associated with call back automatically gets canceled. If a called phone is removed from the system after call back is activated on the phone, the caller receives reorder tone after pressing the Dial softkey. The user may cancel or reactivate call back. If you forward all calls to voice-messaging system, you cannot activate call back.

Note

Call Back is not supported over SIP trunks.

Additional Information on Call Back Notification with Phones That Are Running SIP
The way that call back notification works on the Cisco Unified IP Phones 7960 and 7940 that are running SIP differs from the phones that are running SCCP. The Cisco Unified IP Phones 7960 and 7940 that run SIP do not support call-back notification for on-hook/off-hook states. The only way that Cisco Unified Communications Manager would know when a line on a SIP 7960 or 7940 phone becomes available is by monitoring an incoming SIP INVITE message that Cisco Unified Communications Manager receives from the phone. After the phone sends SIP INVITE to Cisco Unified Communications Manager and the phone goes on hook, Cisco Unified Communications Manager can send an audio and call back notification screen the SIP 7960/7940 user.

Feature Interactions with Call Forward, iDivert, and Voice-Messaging System Features
The following call states describe the expected behaviors, for the calling party, that occur when Cisco Unified Communications Manager Call Back interacts with the Call Forward, iDivert, and voice-messaging system features. When a called party (Phone B) either forwards an incoming call by using Forward All, Forward Busy, or Forward No Answer; or diverts a call by using iDivert; to a voice-messaging system, the calling party (Phone A) can enter one of the following states with respect to the call back feature:

VM-Connected state: The call gets connected to voice-messaging system. The CallBack softkey remains inactive on the calling party (Phone A) phone.

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Ring-Out state with the original called party: The voice-mail profile of the called party does not have a voice-mail pilot. The called party (Phone B) will see “Key Is Not Active” after pressing the iDivert softkey. The calling party (Phone A) should be able to activate call back against the original called party (Phone B). Ring-Out state with voice-messaging system feature and voice-mail pilot number as the new called party: The call encounters either voice-messaging system failure or network failure. The called party (Phone B) will see “Temp Failure” after pressing iDivert softkey. The calling party (Phone A) cannot activate call back against the original called party (Phone B) because the call context has the voice mail pilot number as the “new” called party. Ring-Out state with busy voice-mail port and voice-mail pilot number as the new called party: The call encounters busy voice-mail port. The called party (Phone B) will see “Busy” after pressing iDivert softkey. The calling party (Phone A) cannot activate call back against the original called party (Phone B) because the call context has the voice mail pilot number as the “new” called party. Phone Features, Cisco Unified Communications Manager System Guide Immediate Divert, page 21-1

For more information refer to the following sections:
• •

Installing and Configuring Call Back
Call Back automatically installs when you install Cisco Unified Communications Manager. After you install Cisco Unified Communications Manager, you must configure Call Back in Cisco Unified Communications Manager Administration, so phone users can use the Call Back feature. For successful configuration of the Call Back feature, review the steps in the configuration checklist, perform the configuration requirements, and activate the Cisco CallManager service. The following sections provide detailed configuration information:
• • • • •

Configuration Checklist for Call Back, page 2-7 Creating a Softkey Template for the CallBack Softkey, page 2-8 Configuring CallBack Softkey Template in Common Device Configuration, page 2-9 Adding CallBack Softkey Template in Phone Configuration, page 2-10 Setting Call Back Service Parameters, page 2-10

Configuration Checklist for Call Back
Table 2-1 shows the steps for configuring the Call Back feature.
Table 2-1 Call Back Configuration Checklist

Configuration Steps
Step 1

Related Procedures and Topics Cisco Unified Communications Manager Locale Installer documentation

If phone users want the softkeys and messages to display in a language other than English, or if you want the user to receive country-specific tones for calls, verify that you installed the locale installer.

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Table 2-1

Call Back Configuration Checklist (continued)

Configuration Steps
Step 2

Related Procedures and Topics

In Cisco Unified Communications Manager Administration, Creating a Softkey Template for the CallBack create a copy of the Standard User softkey template and add the Softkey, page 2-8 CallBack softkey to the following states:
• • •

On Hook call state Ring Out call state Connected Transfer call state

Step 3 Step 4

In Cisco Unified Communications Manager Administration, add Configuring CallBack Softkey Template in the new softkey template to the Common Device Configuration. Common Device Configuration, page 2-9 In the Phone Configuration window, perform one of the following tasks:
• •

Adding CallBack Softkey Template in Phone Configuration, page 2-10

Choose the common device configuration that contains the new softkey template. Choose the new softkey template from the Softkey Template drop-down list box. End User Configuration Settings, Cisco Unified Communications Manager Administration Guide Phone Configuration Settings, Cisco Unified Communications Manager Administration Guide Cisco Unified Communications Manager Locale Installer documentation

Step 5

In the Phone Configuration window, verify that the correct user locale is configured for the Cisco Unified IP Phone(s).

Step 6 Step 7

If you do not want to use the default settings, configure the Call Setting Call Back Service Parameters, Back service parameters. page 2-10 Verify that the Cisco CallManager service is activated in Cisco Unified Serviceability. Cisco Unified Serviceability Administration Guide

Creating a Softkey Template for the CallBack Softkey
Perform the following procedure to create a new softkey template with the CallBack softkey.
Procedure
Step 1

From Cisco Unified Communications Manager Administration, choose Device > Device Settings > Softkey Template. The Softkey Template Configuration window displays. From the Find and List Softkey Template window, choose the Standard User softkey template. Click the Copy icon. The Softkey Template Configuration window displays with new information. In the Softkey Template Name field, enter a new name for the template; for example, Standard User for Call Back.

Step 2 Step 3

Step 4

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Step 5

Click the Save button. The Softkey Template Configuration redisplays with new information. To add the CallBack softkey to the template, choose Configure Softkey Layout from the Related Links drop-down list box in the upper, right corner and click Go. The Softkey Layout Configuration window displays. You must add the CallBack softkey to the On Hook, Ring Out, and Connected Transfer call states.

Step 6

Step 7

To add the CallBack softkey to the On Hook call state, choose On Hook from the Select a Call State to Configure drop-down list box. The Softkey Layout Configuration window redisplays with the Unselected Softkeys and Selected Softkeys lists.

Step 8 Step 9 Step 10

From the Unselected Softkeys list, choose the CallBack softkey and click the right arrow to move the softkey to the Selected Softkeys list. To save and continue, click the Save button. To add the CallBack softkey to the Ring Out call state, choose Ring Out from the Select a Call State to Configure drop-down list box. The Softkey Layout Configuration window redisplays with the Unselected Softkeys and Selected Softkeys lists.

Step 11 Step 12 Step 13 Step 14 Step 15 Step 16

From the Unselected Softkeys list, choose the CallBack softkey and click the right arrow to move the softkey to the Selected Softkeys list. To save and continue, click the Save button. To add the CallBack softkey to the Connected Transfer call state, choose Connected Transfer from the Select a Call State to Configure drop-down list box. The Softkey Layout Configuration window redisplays with the Unselected Softkeys and Selected Softkeys lists. From the Unselected Softkeys list, choose the CallBack softkey and click the right arrow to move the softkey to the Selected Softkeys list. Click the Save button.

Configuring CallBack Softkey Template in Common Device Configuration
Perform the following procedure to add the CallBack softkey template to the common device configuration. You create customized common device configurations for Call Back feature users.
Procedure
Step 1

From Cisco Unified Communications Manager Administration, choose Device > Device Settings > Common Device Configuration. The Find and List Common Device Configuration window displays. Choose any previously created common device configuration that is in the Common Device Configuration list.

Step 2

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Call Back

Step 3

In the Softkey Template field, choose the softkey template that contains the CallBack softkey from the drop-down list box. (If you have not created this template, see the “Creating a Softkey Template for the CallBack Softkey” section on page 2-8.) Click the Save button.

Step 4

Adding CallBack Softkey Template in Phone Configuration
Perform the following procedure to add the CallBack softkey template to each user phone.
Procedure
Step 1

From Cisco Unified Communications Manager Administration, choose Device > Phone. The Find and List Phones window displays. Find the phone to which you want to add the softkey template. See Finding a Phone in the Cisco Unified Communications Manager Administration Guide. Perform one of the following tasks:
• •

Step 2 Step 3

From the Common Device Configuration drop-down list box, choose the common device configuration that contains the new softkey template. In the Softkey Template drop-down list box, choose the new softkey template that contains the CallBack softkey.

Step 4

Click the Save button. A dialog box displays with a message to press Reset to update the phone settings.

Setting Call Back Service Parameters
You configure Call Back service parameters by accessing System > Service Parameters in Cisco Unified Communications Manager Administration; choose the server where the Cisco CallManager service runs and then choose the Cisco CallManager service. Unless instructed otherwise by the Cisco Technical Assistance Center, Cisco recommends that you use the default service parameters settings. Call Back includes service parameters such as Callback Enabled Flag, Callback Audio Notification File Name, Connection Proposal Type, Connection Response Type, Call Back Request Protection T1 Timer, Callback Recall T3 Timer, Callback Calling Search Space, No Path Preservation, and Set Private Numbering Plan for Callback. For information on these parameters, click the question mark button that displays in the upper corner of the Service Parameter window.

Providing Call Back Information to Users
The Cisco Unified IP Phone user guides that are available on the web provides procedures for how to use the Call Back feature on the Cisco Unified IP Phone. Use this guide in conjunction with the question mark button help that displays on the phone.

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Troubleshooting Call Back
Use the Cisco Unified Serviceability Trace Configuration and Cisco Unified Real-Time Monitoring Tool to help troubleshoot call back problems. Refer to the Cisco Unified Serviceability Administration Guide and the Cisco Unified Real-Time Monitoring Tool Administration Guide.
Additional Information

See the “Related Topics” section on page 2-11.

Related Topics
• • • • • • • • • • •

Softkey Template Configuration, Cisco Unified Communications Manager Administration Guide Device Defaults Configuration, Cisco Unified Communications Manager Administration Guide Service Parameters Configuration, Cisco Unified Communications Manager Administration Guide Cisco Unified IP Phone Configuration, Cisco Unified Communications Manager Administration Guide Cisco Unified Communications Manager Administration Guide Cisco Unified Communications Manager System Guide Cisco Unified Serviceability Administration Guide Troubleshooting Guide for Cisco Unified Communications Manager Cisco Unified IP Phones Model 7960 and 7940 User Guide Cisco Unified IP Phone Administration Guide for Cisco Unified Communications Manager Cisco Unified Communications Manager Installer documentation

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3

Call Display Restrictions
The Call Display Restrictions feature allows you to choose the information that will display for calling and/or connected lines, depending on the parties who are involved in the call. By using specific configuration settings in Cisco Unified Communications Manager, you can choose to present or restrict the display information for each call. For example, in a hotel environment, you may want to see the display information for calls that are made between a guest room and the front desk; however, for calls between guest rooms, you would not want the call information to display on either phone. The Call Display Restrictions feature enables this functionality. This chapter provides the following information about using the Call Display Restrictions feature in Cisco Unified Communications Manager:
• • • • • •

Introducing Call Display Restrictions, page 3-1 System Requirements for Call Display Restrictions, page 3-3 Scenarios for Using Call Display Restrictions, page 3-3 Interactions, page 3-4 Configuring Call Display Restrictions, page 3-5 Related Topics, page 3-13

Introducing Call Display Restrictions
The Call Display Restrictions feature works within a Cisco Unified Communications Manager cluster that is running Cisco Unified Communications Manager 5.0 or a later version. To enable Call Display Restrictions, you must configure the following parameters:
Service Parameter:

Always Display Original Dialed Number

Translation Pattern Parameters
• •

Calling Line ID Presentation Connected Line ID Presentation

Phone Configuration/User Device Profile Parameter:

Ignore Presentation Indicators (internal calls only)

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Call Display Restrictions

The combination of these settings allows you to determine whether the display information for each call is allowed or restricted and how to display the connected number. This section includes the following topics:
• •

Overview of Call Display Restrictions, page 3-2 Enabling Call Display Restrictions, page 3-2

Overview of Call Display Restrictions
Call Display Restrictions allow you to selectively display or restrict calling and/or connected line display information. A hotel environment, which might have the following needs, frequently requires this functionality:
• • • • • •

For calls between a guest room and the front desk, both the room and the front desk should see the call information display of each other. For calls between guest rooms, the rooms should not see the call information display of each other. For calls between guest rooms and other hotel extensions (such as the club house), only the rooms should see the call information display. For external calls from the public switched telephone network (PSTN) to the front desk or guest rooms, the call information of the caller should not display if the display settings are restricted. For all calls to the front desk, the call information of internal calls should display. When the front desk transfers a call from a guest room to security, the room phone shows only the dialed number for the front desk.

Enabling Call Display Restrictions
The basis for the functionality of the Call Display Restrictions feature is calls being routed through different translation patterns before the calls are extended to the actual device. Users then dial the appropriate translation pattern numbers to achieve the display restrictions.
Translation Pattern Configuration

To enable Call Display Restrictions, configure translation patterns with different levels of display restrictions by choosing the appropriate option for the calling line ID presentation and the connected line ID presentation parameters. See the “Configuring the Translation Pattern Parameters” section on page 3-6 for additional information about these parameters. You must configure partitions and calling search spaces, along with translation patterns. For more information about these configurations, refer to the Translation Pattern Configuration chapter in the Cisco Unified Communications Manager Administration Guide.
Phone Configuration/User Device Profile Configuration

Tip

Next, enable the “Ignore Presentation Indicators (internal calls only)” parameter to ignore any presentation restriction that is received for internal calls and to ensure that the device will display the call information of the remote party.

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Call Display Restrictions System Requirements for Call Display Restrictions

See the “Configuring the Phone Configuration” section on page 3-8 for more information about this setting. (For users who log in to phones that are enabled for Extension Mobility, configure this setting from the Cisco Unified Communications Manager Administration User Device Profile window as well. For more information about interactions with Extension Mobility, see the “Extension Mobility” section on page 3-5.)
Connected Number Display

When a call routes through a translation or route pattern, routes to a Call Forward All or Call Forward Busy destination, or gets redirected through a call transfer or CTI application, the connected number display updates to show the modified number or redirected number. To turn off phone display updates, so the phone displays only the dialed digits, set the Cisco CallManager service parameter “Always Display Original Dialed Number” to true. When this service parameter specifies true, the originating phone displays only the dialed digits for the duration of the call.

System Requirements for Call Display Restrictions
The following software components support Call Display Restrictions:

Cisco Unified Communications Manager

The following Cisco Unified IP Phones (SIP and SCCP), software-based devices, and desktop applications support Call Display Restrictions:
• • • •

Cisco Unified IP Phones (7902, 7905, 7910, 7911, 7912, 7920, 7940, 7941, 7960, 7961, 7970, 7971) H.323 clients (such as Microsoft NetMeeting devices) CTI ports (virtual devices that software-based applications use) Cisco IP Communicator

Scenarios for Using Call Display Restrictions
The following scenarios provide examples for using Call Display Restrictions:
• • • • • • • •

Front Desk calls Room-1—Both phones display the call information of each other. Front Desk calls Room-1, and Front Desk transfers the call to Room-2—The final connected parties, Room-1 and Room-2, cannot see the call information display of each other. External (PSTN) calls the Front Desk—The Front Desk honors the display settings of the external caller. External (PSTN) calls Room-1—Room-1 honors the presentation of the external caller; the external caller cannot see the call information display of Room-1. Room-1 calls Front Desk—Both phones display the call information of each other. Room-1 calls Room-2—Neither phone can see the call information display of the other. Room-1 calls Front Desk, and Front Desk transfers the call to Room-2—The final connected parties, Room-1 and Room-2, cannot see the call information display of each other. Room-1 calls Front Desk-1, and Front Desk-1 transfers the call to Front Desk-2—The final connected parties, Room-1 and Front Desk-2, can see the call information display of each other.

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Call Display Restrictions

• • • •

Room-1 calls Room-2, and Room-2 transfers the call to Front Desk—Room-1 and Front Desk see the call information display of each other. Club House calls Room-1—Club House cannot display the call information; Room-1 can see the call information display. All parties in a conference call—All phones see “To Conference” for the call information display. Room-1 calls Club House, and Club House manager has all calls forwarded to his mobile—Room-1 sees the Club House number only.

Interactions
The following sections describe how the Call Display Restrictions feature interacts with Cisco Unified Communications Manager applications and call processing:
• • • •

Call Park, page 3-4 Conference List, page 3-5 Conference and Voice Mail, page 3-5 Extension Mobility, page 3-5

The connected number display restriction applies to all calls that originate in the cluster. When set to true, this setting interacts transparently with existing Cisco Unified Communications Manager applications, features, and call processing. The setting applies to all calls that terminate inside or outside the cluster.

Call Park
When the Call Display Restrictions feature is used with Call Park, you must configure an associated translation pattern for each individual call park number to preserve the Call Display Restrictions feature; you cannot configure a single translation pattern to cover a range of call park numbers. Consider the following scenario as an example:
1.

The system administrator creates a call park range of 77x and places it in a partition called P_ParkRange. (The phones in the guest rooms can see the P_ParkRange partition is made visible to the phones in the guest rooms by inclusion of it in the calling search space of the phones (CSS_FromRoom.)) The administrator configures a separate translation pattern for each call park directory number and configures the display settings to Restricted. (In the current scenario, the administrator creates translations patterns for 770, 771, 772...779.) For the Call Display Restrictions feature to work correctly, the administrator must configure separate translation patterns and not a single translation pattern for a range of numbers (such as 77x or 77[0-9]). Room-1 calls Room-2. Room-2 answers the call, and Room-1 parks the call. When Room-1 retrieves the call, Room-2 does not see Room-1 call information display.

2.

Note

3. 4. 5.

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See the “Call Park and Directed Call Park” section on page 4-1 for additional information about using the Call Park feature.

Conference List
When you use Call Display Restrictions, you restrict the display information for the list of participants in a conference. For more information about conference lists, refer to the “Phone Features” section in the Cisco Unified IP Phones chapter in the Cisco Unified Communications Manager System Guide.

Conference and Voice Mail
When Call Display Restrictions are used with features such as conference and voice mail, the call information display on the phones reflects that status. For example, when the conference feature is invoked, the call information display shows “To Conference.” When voice mail is accessed by choosing the “Messages” button, the call information display shows “To Voicemail.”

Extension Mobility
To use Call Display Restrictions with Extension Mobility, you enable the “Ignore Presentation Indicators (internal calls only)” parameter in both the Cisco Unified Communications Manager Administration Phone Configuration window and the Cisco Unified Communications Manager Administration User Device Profile window. When you enable Call Display Restrictions with Extension Mobility, the presentation or restriction of the call information depends on the line profile that is associated with the user who is logged in to the device. That is, the configuration that is entered in the user device profile (associated with the user) overrides the configuration that is entered in the phone configuration (of the phone that is enabled for Extension Mobility).

Configuring Call Display Restrictions
To use Call Display Restrictions, make sure that you perform the following Cisco Unified Communications Manager configurations:
• • • • •

Configure partitions and calling search spaces before you add a translation pattern. Configure translation patterns with different levels of display restrictions. From the Phone Configuration window, check the “Ignore Presentation Restriction (internal calls only)” check box to ensure that the call information display for internal calls is always visible. Configure individual, associated translation patterns for each individual Call Park directory number, to work with the Call Park feature. Set the “Always Display Original Dial Number” service parameter to True to ensure privacy and to block connected number updates for redirected calls. Call Display Restrictions Configuration Checklist, page 3-6 Configuring the Translation Pattern Parameters, page 3-6

This section contains the following topics:
• •

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Call Display Restrictions

• •

Configuring the Phone Configuration, page 3-8 Sample Configurations, page 3-8

Call Display Restrictions Configuration Checklist
Table 3-1 provides a checklist to configure Call Display Restrictions.
Table 3-1 Call Display Restrictions Configuration Checklist

Configuration Steps
Step 1

Related procedures and topics Configuring a Partition, Cisco Unified Communications Manager Administration Guide

Configure partitions for rooms, front desk, club, and the PSTN. See the “Partitions” section on page 3-9.

Step 2

Configure call park directory numbers or define a range of call Configuring a Call Park Number, Cisco park directory numbers. Configure translation patterns for each Unified Communications Manager call park directory number for call park retrieval from rooms. See Administration Guide the “Call Park” section on page 3-12. Configure a partition for call park directory numbers to make the Configuring a Partition, Cisco Unified partition available only to users who have the partition in their Communications Manager Administration calling search space. See the “Partitions” section on page 3-9 and Guide the “Call Park” section on page 3-12. Configure calling search spaces for rooms, front desk, club, the PSTN, and room park range (for Call Park). See the “Calling Search Spaces” section on page 3-9. Calling Search Space Configuration, Cisco Unified Communications Manager Administration Guide

Step 3

Step 4

Step 5

Configure the phones for the rooms, front desk, club, and the Cisco Unified IP Phone Configuration, Cisco gateway for the PSTN. See the “Devices and Gateways” section Unified Communications Manager on page 3-10. Administration Guide Device Profile Configuration, Cisco Unified Communications Manager Administration Guide

Step 6

Configure translation patterns and route patterns. See the “Translation Patterns” section on page 3-10.

Translation Pattern Configuration, Cisco Unified Communications Manager Administration Guide Understanding Route Plans, Cisco Unified Communications Manager System Guide

Configuring the Translation Pattern Parameters
Configure the following parameters from the Cisco Unified Communications Manager Administration Translation Pattern Configuration window. For outgoing calls, the translation pattern setting at the terminating end can override the originating Cisco Unified Communications Manager cluster settings.

Tip

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• Tip For more information about calling party transformations and connected party transformations. configure the calling line ID presentation to allowed and the connected line ID presentation to restricted to ensure both parties can see the call information. For calls that are made from the front desk to a guest room. Connected Line ID Presentation Cisco Unified Communications Manager uses connected line ID presentation as a supplementary service to allow or restrict the called party phone number on a per-call basis. the system modifies the calling line presentation with the translation or route pattern setting. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 3-7 . the system modifies the connected line presentation indicator with the translation or route pattern setting. Restricted—Cisco Unified Communications Manager blocks the display of the connected party phone number. Note If the incoming call goes through a translation pattern or route pattern and the calling line ID presentation setting is allowed or restricted. the connected number display does not update for modified numbers or redirected calls. Examples • For calls that are made from one guest room to another. Choose one of the following options to allow or restrict the display of the connected party phone number on the calling party phone display for this translation pattern: • • • Default—This option does not change the connected line ID presentation. configure the calling line ID presentation and the connected line ID presentation to restricted to ensure that the call information does not display. Restricted—Cisco Unified Communications Manager blocks the display of the calling number. Note If the incoming call goes through a translation or route pattern and the connected line ID presentation field is set to allowed or restricted. Allowed—Cisco Unified Communications Manager allows the display of the calling number.Chapter 3 Call Display Restrictions Configuring Call Display Restrictions Calling Line ID Presentation Cisco Unified Communications Manager uses calling line ID presentation as a supplementary service to allow or restrict the originating caller phone number on a call-by-call basis. refer to the Understanding Route Plans chapter in the Cisco Unified Communications Manager System Guide. Allowed—This option displays the connected party phone number. Note If the connected number display restriction is enabled. Choose one of the following options to allow or restrict the display of the calling party phone number on the called party phone display for this translation pattern: • • • Default—This option does not change the calling line ID presentation.

Tip For information about phone configurations. refer to the Cisco Unified IP Phone Configuration chapter in the Cisco Unified Communications Manager Administration Guide. page 3-10 Translation Patterns. refer to the Device Profile Configuration chapter in the Cisco Unified Communications Manager Administration Guide. the system maintains the received presentation indicators even if the “Ignore Presentation Indicators (internal calls only)” parameter is set. so the front desk can always see the call information display for internal calls. • • Cisco Unified Communications Manager always displays the remote party call information if the other party is internal. For incoming external calls. page 3-9 Devices and Gateways.Chapter 3 Configuring Call Display Restrictions Call Display Restrictions Configuring the Phone Configuration To complete the configuration of the Call Display Restrictions feature. Cisco Unified Communications Manager does not display the remote party call information if the other party is external and the display presentation is restricted. For information about device profile configurations. check the “Ignore Presentation Indicators (internal calls only)” check box. page 3-12 Cisco Unified Communications Manager Features and Services Guide 3-8 OL-15410-01 . check the “Ignore Presentation Indicators (internal calls only)” check box from the Cisco Unified Communications Manager Administration Phone Configuration window. page 3-10 Call Park. Example • For phones that are used at the hotel front desk. When you set the “Ignore Presentation Indicators (internal calls only)” field. also configure this setting from the Cisco Unified Communications Manager Administration User Device Profile window. For use with Extension Mobility. Sample Configurations The following information provides sample configurations to enable the Call Display Restrictions feature and includes the following topics: • • • • • Partitions. page 3-9 Calling Search Spaces. Note Ensure the calling line ID presentation and the connected line ID presentation are configured with the “Ignore Presentation Indicators (internal calls only)” parameter for Cisco Unified Communications Manager to ignore the presentation settings of internal callers.

Chapter 3 Call Display Restrictions Configuring Call Display Restrictions Partitions From the Cisco Unified Communications Manager Administration Partition Configuration window. P_CallsFromFrontDeskToClub. P_CallsFromRoomToPSTN. P_CallsFromRoomToRoom. configure the following partitions: • • • • • • • • • • • • • • • • • • Insert a real partition P_Room Insert a real partition P_FrontDesk Insert a real partition P_Club Insert a real partition P_PSTN Insert a translation partition P_CallsFromRoomToRoom Insert a translation partition P_CallsFromRoomToFrontDesk Insert a translation partition P_CallsFromRoomToClub Insert a translation partition P_CallsFromRoomToPSTN Insert a translation partition P_CallsFromFrontDeskToRoom Insert a translation partition P_CallsFromFrontDeskToFrontDesk Insert a translation partition P_CallsFromFrontDeskToClub Insert a translation partition P_CallsFromFrontDeskToPSTN Insert a translation partition P_CallsFromPSTN Insert a translation partition P_CallsFromClubToRoom Insert a translation partition P_CallsFromClubToFrontDesk Insert a translation partition P_FrontDeskToParkNumber Insert a translation partition P_RoomToParkNumber Insert a translation partition P_ParkNumberRange Calling Search Spaces From the Cisco Unified Communications Manager Administration Calling Search Space Configuration window. P_RoomToParkNumber. P_CallsFromFrontDeskToFrontDesk } Insert a calling search space CSS_FromPSTN { P_CallsFromPSTN} • • Cisco Unified Communications Manager Features and Services Guide OL-15410-01 3-9 . P_ParkNumberRange} Insert a calling search space CSS_FromFrontDesk { P_CallsFromFrontDeskToRoom. configure the following calling search spaces: • • • • • Insert a calling search space CSS_Room {P_Room} Insert a calling search space CSS_FrontDesk {P_FrontDesk} Insert a calling search space CSS_Club {P_Club} Insert a calling search space CSS_PSTN {P_PSTN} Insert a calling search space CSS_FromRoom { P_CallsFromRoomToFrontDesk. P_CallsFromRoomToClub. P_CallsFromFrontDeskToPSTN.

CSS_Room. IgnorePresentationIndicators set} : 100/Reception Configure phone D (Front Desk-2) with partition P_FrontDesk and device/line calling search space CSS_FromFrontDesk and Ignore Presentation Indicators check box enabled { P_FrontDesk. Connected Line/Name . CSS_FrontDesk.Restricted.Chapter 3 Configuring Call Display Restrictions Call Display Restrictions • • Insert a calling search space CSS_FromClub { P_CallsFromClubToRoom. Calling Line/Name . Calling Line/Name .Restricted. IgnorePresentationIndicators set} : 200/Reception Configure phone E (Club) with partition P_Club and calling search space CSS_FromClub { P_Club. Connected Line/Name .Restricted} Insert a translation pattern TP3 as 3XX Partition: P_CallsFromRoomToClub CSS: CSS_Club • • Cisco Unified Communications Manager Features and Services Guide 3-10 OL-15410-01 . P_CallsFromClubToFrontDesk} Insert a calling search space CSS_ RoomParkRange {P_ParkNumberRange } Devices and Gateways From the Cisco Unified Communications Manager Administration Phone Configuration window and from the Cisco Unified Communications Manager Administration Gateway Configuration window. CSS_FromFrontDesk. RoutePattern {P_PSTN} • • • • • Translation Patterns From the Cisco Unified Communications Manager Administration Translation Pattern Configuration window. CSS_FromClub) : 300/Club Configure PSTN Gateway E with route pattern P_PSTN and calling search space CSS_FromPSTN {CSS_FromPSTN}. configure the following translation patterns: • Insert a translation pattern TP1 as 1XX Partition: P_CallsFromRoomToFrontDesk CSS: CSS_FrontDesk Calling Line ID Presentation and Calling Name Presentation: Restricted Connected Line ID Presentation and Connected Name Presentation: Allowed {P_CallsFromRoomToFrontDesk. CSS_FromRoom} : 222/Room-2 Configure phone C (Front Desk-1) with partition P_FrontDesk and device/line calling search space CSS_FromFrontDesk and Ignore Presentation Indicators check box enabled { P_FrontDesk.Allowed} Insert a translation pattern TP2 as 2XX Partition: P_CallsFromRoomToRoom CSS: CSS_Room Calling Line ID Presentation and Calling Name Presentation: Restricted Connected Line ID Presentation and Connected Name Presentation: Restricted {P_CallsFromRoomToRoom. CSS_FromFrontDesk. configure the following phones and configure the following gateway: • Configure phone A (Room-1) with partition P_Room and device/line calling search space CSS_FromRoom { P_Phones. CSS_FromRoom} : 221/Room-1 Configure phone B (Room-2) with partition P_Room and device/line calling search space CSS_FromRoom { P_Phones.

Default} Insert a route pattern RP5 as 9. Calling Line/Name .Allowed.Allowed. Connected Line/Name .Chapter 3 Call Display Restrictions Configuring Call Display Restrictions Calling Line ID Presentation and Calling Name Presentation: Restricted Connected Line ID Presentation and Connected Name Presentation: Allowed {P_CallsFromRoomToClub. Calling Line/Name . Connected Line/Name .Restricted} Insert a translation pattern TP7 as 1XX Partition: P_CallsFromFrontDeskToFrontDesk CSS: CSS_FrontDesk Calling Line ID Presentation and Calling Name Presentation: Allowed Connected Line ID Presentation and Connected Name Presentation: Allowed {P_CallsFromFrontDeskToFrontDesk. Connected Line/Name . Connected Line/Name Allowed} • Insert a translation pattern TP4 as 9XXXX with called party transform mask as XXX Partition: P_CallsFromRoomToPSTN CSS: CSS_PSTN Calling Line ID Presentation and Calling Name Presentation: Restricted Connected Line ID Presentation and Connected Name Presentation: Default {P_CallsFromRoomToPSTN.Restricted. CSS_PSTN.Restricted.Allowed} Insert a translation pattern TP9 as 9XXXX Partition: P_CallsFromFrontDeskToPSTN CSS: CSS_PSTN Calling Line ID Presentation and Calling Name Presentation: Allowed Connected Line ID Presentation and Connected Name Presentation: Default {P_CallsFromFrontDeskToPSTN.Default} Insert a translation pattern TP6 as 2XX Partition: P_CallsFromFrontDeskToRoom CSS: CSS_Room Calling Line ID Presentation and Calling Name Presentation: Allowed Connected Line ID Presentation and Connected Name Presentation: Restricted {P_CallsFromFrontDeskToRoom.Restricted.XXXX with discard digits as predot Partition: P_CallsFromFrontDeskToPSTN CSS: CSS_PSTN • • • • • • Cisco Unified Communications Manager Features and Services Guide OL-15410-01 3-11 .Default} Insert a route pattern RP10 as 9. Connected Line/Name . Calling Line/Name . Calling Line/Name . CSS_Club.Allowed.Allowed. CSS_Room. Connected Line/Name . CSS_PSTN. Connected Line/Name .Allowed} Insert a translation pattern TP8 as 3XX Partition: P_CallsFromFrontDeskToClub CSS: CSS_Club Calling Line ID Presentation and Calling Name Presentation: Allowed Connected Line ID Presentation and Connected Name Presentation: Allowed {P_CallsFromFrontDeskToClub. Calling Line/Name . Calling Line/Name .XXXXXX with discard digits as predot (DDI : PreDot) Partition: P_CallsFromRoomToPSTN CSS: CSS_PSTN Calling Line ID Presentation and Calling Name Presentation: Restricted Connected Line ID Presentation and Connected Name Presentation: Default {P_CallsFromRoomToPSTN. CSS_FrontDesk. CSS_PSTN. Calling Line/Name . CSS_Club.

Cisco Unified Communications Manager Features and Services Guide 3-12 OL-15410-01 .Default} • Insert a translation pattern TP11 as 1XX Partition: P_CallsFromClubToFrontDesk CSS: CSS_FrontDesk Calling Line ID Presentation and Calling Name Presentation: Allowed Connected Line ID Presentation and Connected Name Presentation: Allowed {P_CallsFromClubToFrontDesk. Calling Line/Name . Connected Line/Name Restricted} Insert a translation pattern TP13 as 1XX Partition: P_CallsFromPSTN CSS: CSS_FrontDesk Calling Line ID Presentation and Calling Name Presentation: Restricted Connected Line ID Presentation and Connected Name Presentation: Allowed { P_CallsFromPSTN.Restricted. configure the following items for the Call Park feature: • • Insert a Call Park directory number 888X Call Park Range: P_ParkNumberRange/888X Configure the translation patterns for the call park retrieval from room: TP (11-20): 8880 to 8889 Partition: P_RoomToParkNumber CSS: CSS_RoomParkRange Calling Line ID Presentation and Calling Name Presentation: Restricted Connected Line ID Presentation and Connected Name Presentation: Restricted Sample Call Flow Figure 3-1 shows a graphic representation of a sample call flow.Allowed. CSS_FrontDesk.Allowed} Insert a translation pattern TP12 as 2XX Partition: P_CallsFromClubToRoom CSS: CSS_Room Calling Line ID Presentation and Calling Name Presentation: Allowed Connected Line ID Presentation and Connected Name Presentation: Restricted { P_CallsFromClubToRoom. with a description of how the Call Display Restrictions feature works in this scenario. CSS_Room. Calling Line/Name . Connected Line/Name . Connected Line/Name . Connected Line/Name Allowed} • • Call Park From the Cisco Unified Communications Manager Administration Call Park Configuration window. CSS_FrontDesk. Calling Line/Name .Allowed. CSS_PSTN. Calling Line/Name .Restricted.Chapter 3 Configuring Call Display Restrictions Call Display Restrictions Calling Line ID Presentation and Calling Name Presentation: Restricted Connected Line ID Presentation and Connected Name Presentation: Default {P_CallsFromFrontDeskToPSTN.

The TP:2XX translation pattern can access the P_Room partition because it is configured with the CSS_Room calling search space. The call connects to Room-2. but theTP:2XX translation pattern restricts the display information. 2. Cisco Unified Communications Manager Administration Guide Cisco Unified IP Phone Configuration. Room-1 has CSS_FromRoom. 5. 4. Set the Always Display Original Dialed Number service parameter to True to enable this feature. 3. The default setting specifies false. As administrator. Room-1 calls Room-2 (directory number 222). Related Topics • • Translation Pattern Configuration. The call routes to translation pattern TP:2XX. you configure the connected number display restriction parameter by accessing System > Service Parameters in Cisco Unified Communications Manager Administration—choose the server where the Cisco CallManager service runs and then choose the Cisco CallManager service. 7. Cisco Unified Communications Manager Administration Guide Cisco Unified Communications Manager Features and Services Guide OL-15410-01 3-13 . This option addresses customer privacy issues as well as connected number displays that are meaningless to phone users. so Room-1 can access only phones that are in the P_CallsFromRoomToRoom partition. which is configured to restrict display information. Setting the Service Parameter for Connected Number Display Restriction The connected number display restriction restricts the connected line ID presentation to dialed digits only. 6. The CSS_Room calling search space contains directory number 222 (Room-2).Chapter 3 Call Display Restrictions Setting the Service Parameter for Connected Number Display Restriction Figure 3-1 Sample Call Flow 1. but it does not contain directory number 222 (Room-2). The P_CallsFromRoomToRoom partition contains 2XX.

Cisco Unified Communications Manager System Guide Additional Cisco Documentation • • • Cisco Unified Serviceability Administration Guide Cisco Unified IP Phone Administration Guide for Cisco Unified Communications Manager Cisco Unified IP Phone user documentation and release notes (all models) Cisco Unified Communications Manager Features and Services Guide 3-14 OL-15410-01 .Chapter 3 Related Topics Call Display Restrictions • • • • • Calling Search Space Configuration. Cisco Unified Communications Manager Administration Guide Cisco Unified IP Phones. Cisco Unified Communications Manager Administration Guide Partition Configuration. Cisco Unified Communications Manager Administration Guide Device Profile Configuration. Cisco Unified Communications Manager System Guide Phone Features.

This chapter provides the following information about call park: • • • • • • • • • • • Introducing Call Park.CH A P T E R 4 Call Park and Directed Call Park This chapter describes the Call Park feature. If you are on an active call at your phone. a phone in another office or in a conference room). page 4-12 Related Topics. page 4-5 Installing and Activating Call Park. You can define either a single directory number or a range of directory numbers for use as call park extension numbers. You can park only one call at each call park extension number. If you do enable both. ensure that the numbers that are assigned to each are exclusive and do not overlap. Someone on another phone in your system can then dial the call park extension to retrieve the call. page 4-9 Finding a Call Park Number. and the Directed Call Park feature. page 4-11 Call Park Configuration Settings. page 4-4 Interactions and Restrictions. page 4-24 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 4-1 . page 4-8 Setting the Service Parameters for Call Park. which is a hold function. page 4-8 Configuring Call Park. you can park the call to a call park extension by pressing the Park softkey or the Call Park button. Cisco recommends that you treat these two features as mutually exclusive: enable one or the other. The information in the following sections will help you utilize these two features to their maximum potential: • • Call Park Directed Call Park Call Park The Call Park feature allows you to place a call on hold. page 4-11 Deleting a Call Park Number. which is a transfer function. so it can be retrieved from another phone in the Cisco Unified Communications Manager system (for example. but not both. page 4-2 System Requirements for Call Park. page 4-10 Configuring a Call Park Number.

Chapter 4 Introducing Call Park Call Park and Directed Call Park Introducing Call Park The Call Park feature works within a Cisco Unified Communications Manager cluster. When a call gets parked. ensure each Cisco Unified Communications Manager server in a cluster has call park extension numbers that are configured. Valid call park extension numbers comprise integers and the wildcard character.See the “Configuring a Call Park Number” section on page 4-11 for configuration details. Phone A user presses the Park softkey. 1234. and each Cisco Unified Communications Manager in a cluster must have call park extension numbers defined. which displays on phone A. Using the Call Park Feature Note Figure 4-1 illustrates the call park process. 3. The user on phone A watches the display for the call park directory number (so he can dial that directory number on phone C). The system establishes call between phones C and B. X. User on phone A wants to take the call in a conference room for privacy. 1. The Cisco Unified Communications Manager server to which phone A is registered sends the first available call park directory. Cisco Unified Communications Manager Features and Services Guide 4-2 OL-15410-01 . Ensure that the directory number or range of numbers is unique. see the “Using Call Park Across Clusters” section on page 4-3. The user goes off-hook on phone C and dials 1234 to retrieve the parked call. Cisco Unified Communications Manager chooses the next call park extension number that is available and displays that number on the phone. 80XX). You can configure a maximum of XX in a call park extension number (for example. The user on phone A leaves the office and walks to an available conference room where the phone is designated as phone C. 5. Cisco Unified Communications Manager can park only one call at each call park extension number.) You can define either a single directory number or a range of directory numbers for use as call park extension numbers. (For information about using call park across clusters. User on phone A calls phone B. 4. 2. which provides up to 100 call park extension numbers. If users will use call park across servers in a cluster.

all users (which have correct partitions configured) in Cluster A and Cluster B can retrieve the parked call because of the route pattern configuration. Example of Retrieving Parked Calls from Another Cluster Two clusters exist in the network (cluster A and cluster B). When user A1 parks a call at 8101. Cluster A includes call park numbers in the range of 81xx. See the following example. all users (which have correct partitions configured) in Cluster A and Cluster B can retrieve the parked call because of the route pattern configuration. Cluster B includes user B1 and user B2. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 4-3 . Cluster A includes user A1 and user A2. Cluster B includes route patterns that are configured to other cluster park ranges as 81xx (routes to Cluster A). you must ensure that calling search spaces and partitions are properly configured.Chapter 4 Call Park and Directed Call Park Introducing Call Park Figure 4-1 Call Park Process Cisco Unified CallManager M 4 Dial "1234" to pick up call IP C 3 Sends call park code to display on phone A "1234" IP 5 B 1 IP 2 Call Park Initial stream 1 Final stream 5 141814 Call Park Code Using Call Park Across Clusters Users can dial the assigned route pattern (for example. Cluster A includes route patterns that are configured to other cluster park ranges as 82xx (routes to Cluster B). a route pattern for an intercluster trunk could be 80XX) and the call park number (for example 8022) to retrieve parked calls from another Cisco Unified Communications Manager cluster. Additionally. See Figure 4-2. which the administrator configured. When user B1 parks a call at 8202. Cluster B includes call park numbers in the range of 82xx.

7971) Cisco Unified Communications Manager Features and Services Guide 4-4 OL-15410-01 . Example 2 1. A1 and A2 talk in connected state. B1 parks call at 8201. A1 dials 8201 to retrieve parked call. B1 dials 8101. 141815 Additional Information See the “Related Topics” section on page 4-24. 7961. A1 parks call at 8101.Chapter 4 System Requirements for Call Park Call Park and Directed Call Park Figure 4-2 Retrieving Parked Calls by Using Intercluster Trunks IP phone A2 IP Call Park Range A 81xx Cisco Unified CallManager cluster A IP IP phone A1 parked at 8101 M M IP phone B2 IP Call Park Range B 82xx Cisco Unified CallManager cluster B M M IP M M Intercluster trunk A Route = 82xx Intercluster trunk B Route = 81xx IP phone B1 parked at 8201 M M Cisco Unified CallManager A Example 1 1. System Requirements for Call Park To operate. 7970. 3. Cisco Unified CallManager B Intercluster Trunk A includes Route 82xx that accesses Intercluster Trunk to Cluster B Intercluster Trunk B includes Route 81xx that accesses Intercluster Trunk to Cluster A Note: Users do not have control of the parked call number. 2. the system assigns the number. 3. 2. call park requires the following software component: • Cisco Unified Communications Manager The following phones that are running SCCP and phones that are running SIP support call park with the Park softkey in the Standard User and Standard Feature softkey templates: • Cisco Unified IP Phones (7941. call gets routed to cluster A. B1 and B2 talk.

7940. page 4-5 CTI Applications. page 4-6 Route Plan Report. page 4-6 Directed Call Park. 7912. 7960) You can configure Call Park on any line (except line 1) or button by using the programmable line key feature. page 4-7 Interactions The following sections describe how call park interacts with Cisco Unified Communications Manager applications and call processing: • • • • • • • • • Attendant Console. page 4-7 Attendant Console Cisco Unified Communications Manager Attendant Console uses the Call Park Retrieval Allowed check box (found on the Cisco Unified Communications Manager Administration User Configuration window) when configuring the ac user. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 4-5 . See “Configuring the ac Application User” in the Cisco Unified Communications Manager Features and Services Guide for details. page 4-7 Q. page 4-5 Restrictions. 12 SP.SIG Intercluster Trunks. page 4-6 Music On Hold. 7931. Note The following phones that are running SCCP support call park with the Call Park button on the phone button template: • • • Cisco Unified IP Phone 30 (30 SP+ and 30 VIP) Cisco Unified IP Phone 12 (12 S.Chapter 4 Call Park and Directed Call Park Interactions and Restrictions The following phones that are running SCCP support call park with the Park softkey in the Standard User and Standard Feature softkey templates: • Cisco Unified IP Phones (7905. page 4-6 Immediate Divert. page 4-6 Calling Search Space and Partitions. 12 SP+) Cisco Unified IP Phone 7910 Additional Information See the “Related Topics” section on page 4-24. Interactions and Restrictions The following sections describe the interactions and restrictions for call park: • • Interactions. 7920. page 4-6 Barge.

Network hold—This type of hold takes place when a user activates the transfer. even when the target is being barged. Barge The following paragraphs describe the differences between Barge and cBarge with call park. Refer to the Route Plan Report chapter in the Cisco Unified Communications Manager Administration Guide. Calling Search Space and Partitions Assign the Call Park directory number or range to a partition to limit call park access to users on the basis of the device calling search space. Immediate Divert Call park supports Immediate Divert (iDivert softkey). Music on hold allows two types of hold: • • User hold—The system invokes this type of hold when a user presses the Hold button or Hold softkey. and the hold automatically gets invoked. Use the route plan report to look for overlapping patterns and directory numbers before assigning a directory number to call park. Cisco Unified Communications Manager Features and Services Guide 4-6 OL-15410-01 . The barge initiator “piggy backs” on the target phone. therefore. To monitor a call park DN. the barge initiator then must release its call (the barge). For example. User A receives the voice-messaging mailbox greeting of user B. or call park feature. User B retrieves the call and then decides to send the call to voice-messaging mailbox by pressing the iDivert softkey. including monitoring activity on call park DNs. and user B parks the call. The target phone includes most of the common features. Attendant Console) access call park functionality.Chapter 4 Interactions and Restrictions Call Park and Directed Call Park CTI Applications CTI applications (for example. When the target parks a call. the barge initiator has no feature access. Refer to the “Configuration Checklist for Cisco Unified Communications Manager Attendant Console” section on page 11-19 for details. Route Plan Report The route plan report displays the patterns and directory numbers that are configured in Cisco Unified Communications Manager. Barge with Call Park The target phone (the phone that is being barged upon) controls the call. Music On Hold Music on hold allows users to place calls on hold with music that a streaming source provides. See Calling Search Space Configuration and Partition Configuration in the Cisco Unified Communications Manager Administration Guide. user A calls user B. you must add an application or end user that is associated with the CTI application to the Standard CTI Allow Call Park Monitoring user group. conference.

when the primary node is down. the server deletion fails. If any call park numbers are configured for Cisco Unified Communications Manager on a node that is being deleted in the Server Configuration window (System > Server). For shared line devices across nodes. Q. To help identify invalid numbers or ranges and potential range overlaps. you must delete the call park numbers in Cisco Unified Communications Manager Administration. the line belongs to subscriber2. configure call park numbers on the publisher server and subscriber nodes. With this configuration. Each node must be configured with the call park number. Both phones (target and barge initiator) have full access to their features. When the call is retrieved from the parked state. use the Cisco Unified Communications Manager Dialed Number Analyzer tool. ensure that the call park and directed call park numbers do not overlap. Each Cisco Unified Communications Manager to which devices are registered needs its own unique call park directory number and range. The cBarge feature uses a conference bridge.Chapter 4 Call Park and Directed Call Park Interactions and Restrictions cBarge with Call Park The target and barge initiator act as peers. For example. Restrictions The following restrictions apply to call park: • • • Cisco Unified Communications Manager can park only one call at each call park extension number. and range is unique within the Cisco Unified Communications Manager cluster. Cisco Unified IP Phone 7902 cannot park a call (retrieval of parked calls only). partition. the caller who has been parked (the parkee) does not see the To parked number message. which makes it behave similar to a MeetMe conference. Before you can delete the node. the line/device association gets changed to the secondary node. Cisco Unified Communications Manager Administration does not validate the call park numbers or range that you use to configure call park. • • • • • Cisco Unified Communications Manager Features and Services Guide OL-15410-01 4-7 . To achieve failover/fallback. If you configure both. and the secondary node call park number gets used. The phone continues to display the original connected number. Ensure each call park directory number. and the user who parked the call can retrieve it. Additional Information See the “Related Topics” section on page 4-24. Directed Call Park Cisco recommends that you do not configure both directed call park and the Park softkey for call park. the call continues. the line will register to the node on which the device registers first. if a device from subscriber2 registers first and the line is created in subscriber2 and the publisher server. but the caller who was parked does not see the newly connected number. but the possibility exists to configure both. The call has been parked.SIG Intercluster Trunks When a user parks a call across a QSIG intercluster trunk or a QSIG gateway trunk.

Cisco Unified Communications Manager Features and Services Guide 4-8 OL-15410-01 . Call Park Configuration Checklist Table 4-1 provides a checklist to configure Call Park. Installing and Activating Call Park Call park. If you entered a Call P Reversion Timer value that is less th the Call Park Display Timer. page 4-9 Finding a Call Park Number. See the “Configuring a Call Park Number” section on page 4-11 for configuration details. comes standard with Cisco Unified Communications Manager software. Additional Information See the “Related Topics” section on page 4-24. a system feature.Chapter 4 Installing and Activating Call Park Call Park and Directed Call Park • Cisco Unified Communications Manager Administration does not check that the value that is entered for Call Park Reversion Timer is less than the value that is entered for the Call Park Display Timer. It does not require special installation. page 4-10 Configuring a Call Park Number. ark an call park numbers will not display on the phone. Configuring Call Park This section contains the following information: • • • • • Call Park Configuration Checklist. page 4-11 Deleting a Call Park Number. page 4-12 Additional Information See the “Related Topics” section on page 4-24. Additional Information See the “Related Topics” section on page 4-24. page 4-8 Setting the Service Parameters for Call Park.

Add all servers that call park uses to the appropriate Cisco Unified Communications Manager group. Cisco Unified Communications Manager Administration Guide Media Termination Point Configuration. This parameter determines how long a call park number displays on the phone that parked the call. Refer to the phone documentation for instructions on how users access call park features on their Cisco Unified IP Phone. Cisco Unified Communications Manager Group Configuration. assign application and Adding Users to a User Group. Set this timer for each server in a cluster that has the Cisco CallManager service and call park configured. Note Step 3 Servers and Cisco Unified Communications Managers get configured during installation. Step 5 In the User Group Configuration window. Step 6 Additional Information See the “Related Topics” section on page 4-24. Setting the Service Parameters for Call Park Cisco Unified Communications Manager provides two clusterwide service parameters for call park: Call Park Display Timer and Call Park Reversion Timer. Cisco Unified Communications Manager Administration Guide Configure a partition for call park extension numbers to make partition available only to users who have the partition in their calling search space. page 4-11 park extension numbers for each Cisco Unified Communications Manager in the cluster. • Cisco Unified Communications Manager Features and Services Guide OL-15410-01 4-9 . Attendant Console). the phone button template with the Call Park button automatically gets configured. Cisco Unified Communications Manager Administration Guide Softkey Template Configuration. Cisco Unified end users to the Standard CTI Allow Call Park Monitoring user Communications Manager Administration group. Step 2 Configure a unique call park number or define a range of call Configuring a Call Park Number. This applies only to users associated with CTI Guide applications requiring Call Park monitoring capability (for example. Cisco Unified Communications Manager Administration Guide Step 4 Assign the Standard User softkey template to each device that has call park access. Each service parameter includes a default and requires no special configuration. When this timer expires. Call Park Reversion Timer—Default specifies 60 seconds. Notify users that the call park feature is available. For phones that do not use softkeys. • Call Park Display Timer—Default specifies 10 seconds. This parameter determines the time that a call remains parked. the parked call returns to the device that parked the call.Chapter 4 Call Park and Directed Call Park Configuring Call Park Table 4-1 Call Park Configuration Checklist Configuration Steps Step 1 Related procedures and topics Configuring a Partition. Set this timer for each server in a cluster that has the Cisco CallManager service and call park configured.

You can delete multiple records from the database by checking the check boxes next to the appropriate record and clicking Delete Selected. choose System > Service Parameters and update the Call Park Display Timer and the Call Park Reversion Timer fields in the Clusterwide Parameters (Feature-General) pane. The Find and List Call Park Numbers window displays. Use the following procedure to locate call park numbers. Additional Information See the “Related Topics” section on page 4-24. click the link for the record that you want to view. ensure the dialog box is empty. the system searches for a record that matches all criteria that you specify. To filter or search records: • • • Step 2 From the first drop-down list box. To add additional search criteria click the + button. You can change the number of items that display on each page by choosing a different value from the Rows per Page drop-down list box. click the – button to remove the last added criteria or click the Clear Filter button to remove all added search criteria. select a search pattern. Procedure Step 1 Note Choose Call Routing > Call Park. Specify the appropriate search text. Note Step 4 From the list of records that display. To find all records in the database. To reverse the sort order. if available. If you navigate to other menu items and return to this menu item. Note Step 3 Click Find. Cisco Unified Communications Manager lets you locate specific call park numbers on the basis of specific criteria. click the up or down arrow. All or matching records display. During your work in a browser session. in the list header. You can delete all configurable records for this selection by clicking Select All and then clicking Delete Selected. Cisco Unified Communications Manager Administration retains your call park number search preferences. When you add criteria. From the second drop-down list box. go to Step 3. select a search parameter. Cisco Unified Communications Manager Administration retains your call park number search preferences until you modify your search or close the browser. Finding a Call Park Number Because you may have several call park numbers in your network. Note Cisco Unified Communications Manager Features and Services Guide 4-10 OL-15410-01 . if applicable.Chapter 4 Configuring Call Park Call Park and Directed Call Park Note To set the timers. To remove criteria.

Configuring a Call Park Number This section describes how to add. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 4-11 . Click the Copy icon. Additional Information See the “Related Topics” section on page 4-24. copy. To copy a Call Park Number. click Add New. see the “Related Topics” section on page 4-24. The Call Park Number Configuration window displays. Additional Information See the “Related Topics” section on page 4-24. For related procedures.Chapter 4 Call Park and Directed Call Park Configuring Call Park The window displays the item that you choose. Perform one of the following tasks: • • • To add a new Call Park Number. click Save. and update a single call park extension number or range of extension numbers. Call Park Configuration Settings Table 4-2 describes the call park configuration settings. use the procedure in the “Finding a Call Park Number” section on page 4-10 to locate the call park number or range of numbers. Procedure Step 1 Step 2 Choose Call Routing > Call Park. To update a Call Park Number. use the procedure in the “Finding a Call Park Number” section on page 4-10 to locate the call park number or range of numbers. Step 3 Step 4 Enter or update the appropriate settings as described in Table 4-2. To save the new or changed call park numbers in the database.

Cisco Unified Communications Manager Features and Services Guide 4-12 OL-15410-01 . Make sure that the call park numbers are unique. locate the call park number or range of numbers. Note Make sure that the combination of call park extension number and partition is unique within the Cisco Unified Communications Manager cluster. You cannot overlap call park numbers between Cisco Unified Communications Manager servers. For example. choose <None> for the partition. Ensure that each Cisco Unified Communications Manager server has its own number range. See Searching for a Partition in the Cisco Unified Communications Manager Administration Guide for instructions on finding a partition when there are a large number of them configured. You cannot overlap call park numbers between Cisco Unified Communications Manager servers. Note Description Partition Provide a brief description of this call park number.Chapter 4 Configuring Call Park Call Park and Directed Call Park Table 4-2 Call Park Configuration Settings Field Call Park Number/Range Description Enter the call park extension number. Cisco Unified Communications Manager Using the drop-down list box. Note You can create a maximum of 100 call park numbers with one call park range definition. You can enter literal digits or the wildcard character X (the system allows one or two Xs). If you want to use a partition to restrict access to the call park numbers. Procedure Step 1 Using the procedure in the “Finding a Call Park Number” section on page 4-10. enter 5555 to define a single call park extension number of 5555 or enter 55XX to define a range of call park extension numbers from 5500 to 5599. Ensure that each Cisco Unified Communications Manager server has its own number range. Note Deleting a Call Park Number This section describes how to delete call park numbers from the Cisco Unified Communications Manager database. choose the Cisco Unified Communications Manager to which these call park numbers apply. Make sure that the call park numbers are unique. Note You can create a maximum of 100 call park numbers with one call park range definition. If you do not want to restrict access to the call park numbers. choose the desired partition from the drop-down list box.

Directed Call Park Directed Call Park allows a user to transfer a call to an available user-selected directed call park number. page 4-24 Related Topics. page 4-13 System Requirements for Directed Call Park. This chapter provides the following information about directed call park: • • • • • • • • • • • • • Introducing Directed Call Park. 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. page 4-15 Installing and Activating Directed Call Park. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 4-13 . You can delete multiple call park numbers from the Find and List Call Park Numbers window by checking the check boxes next to the appropriate call park numbers and clicking Delete Selected. page 4-17 Directed Call Park Configuration Checklist. page 4-20 Finding a Directed Call Park Number. page 4-18 Setting the Service Parameters for Directed Call Park. You can delete all call park numbers in the window by clicking Select All and then clicking Delete Selected. Configure directed call park numbers in the Cisco Unified Communications Manager Directed Call Park Configuration window. page 4-15. Configure the retrieval prefix in the Directed Call Park Configuration window. Note Additional Information See the “Related Topics” section on page 4-24. for a list of the phone models that support the BLF. page 4-22 BLF/Directed Call Park Configuration Settings. a user must dial a configured retrieval prefix followed by the directed call park number at which the call is parked. page 4-20 Configuring a Directed Call Park Number. page 4-14 Interactions and Restrictions. page 4-22 Configuring BLF/Directed Call Park Buttons.Chapter 4 Call Park and Directed Call Park Directed Call Park Step 2 Step 3 Click the call park number or range of numbers that you want to delete. Users can also use the BLF to speed dial a directed call park number. Configured directed call park numbers exist clusterwide. To retrieve a parked call. Click Delete. page 4-23 Deleting a Directed Call Park Number. See Interactions and Restrictions. page 4-24 Introducing Directed Call Park Cisco Unified Communications Manager can park only one call at each directed call park number. page 4-21 Directed Call Park Configuration Settings.

Users A1 and A2 connect in a call. for example) followed by the directed call park number 80 to retrieve the call. Users A1 and A2 connect in a call. 5. The call does not get retrieved before the Call Park Reversion Timer (service parameter) expires. To park the call. 1. This action parks A2 on directed call park number 80. System Requirements for Directed Call Park To operate. The user can complete the transfer only by going on hook rather than pressing the Transfer softkey (or Transfer button) a second time if the Transfer On-hook Enabled service parameter is set to True. user B1 dials the directed call park prefix (21. To park the call. A1 either presses the Transfer softkey (or Transfer button) again or goes on hook to complete the directed call park transfer. Directed Call Park requires the following software component: • Cisco Unified Communications Manager Cisco Unified Communications Manager Features and Services Guide 4-14 OL-15410-01 . 2. 3. From any phone with a correctly configured partition and calling search space. A1 presses the Transfer softkey (or Transfer button. Note 4. The user can complete the transfer only by going on hook rather than pressing the Transfer softkey (or Transfer button) a second time if the Transfer On-hook Enabled service parameter is set to True. 3. if available) and dials directed call park number 80 (for example) or presses the BLF button for directed call park number 80 (if the phone model supports the BLF button). B1 connects to A2. This action parks A2 on directed call park number 80. 2. Additional Information See the “Related Topics” section on page 4-24. A2 reverts to the configured reversion number. if available) and dials directed call park number 80 (for example) or presses the BLF button for directed call park number 80 (if the phone model supports the BLF button). A1 presses the Transfer softkey (or Transfer button. A1 either presses the Transfer softkey (or Transfer button) again or goes on hook to complete the directed call park transfer.Chapter 4 System Requirements for Directed Call Park Call Park and Directed Call Park Example 1: Using the Directed Call Park Feature—Parked Call Gets Retrieved The following example illustrates the use of the directed call park feature and retrieval of the parked call. See “Onhook Call Transfer” in the Cisco Unified Communications Manager System Guide. Note 4. See “Onhook Call Transfer” in the Cisco Unified Communications Manager System Guide. Example 2: Using the Directed Call Park Feature—Parked Call Does Not Get Retrieved The following example illustrates the use of the directed call park feature when the parked call does not get retrieved and reverts to the reversion number. 1.

7940. and 7970. for additional information about directed call park with attendant console. page 4-16 Immediate Divert. 7960) The following phones that are running SCCP support directed call park BLF: • Additional Information See the “Related Topics” section on page 4-24. 7940. 7971) Cisco Unified IP Phone Expansion Module (7914. See Restrictions. 7912.Chapter 4 Call Park and Directed Call Park Interactions and Restrictions A user can park and retrieve a call by using directed call park from any phone that can perform a transfer including Cisco Unified IP Phones 7905. page 4-15 Music On Hold. 7916) Cisco Unified IP Phones (7905. page 4-16 Barge. 7920. Music On Hold Music on hold allows users to place calls on hold with music that is provided from a streaming source. The following phones that are running SCCP and phones that are running SIP support directed call park BLF: • • Cisco Unified IP Phones (7941. page 4-17 Interactions The following sections describe how directed call park interacts with Cisco Unified Communications Manager applications and call processing: • • • • • • • Attendant Console. page 4-15 Restrictions. Music on hold allows two types of hold: Cisco Unified Communications Manager Features and Services Guide OL-15410-01 4-15 . page 4-16 Attendant Console The Cisco Unified Communications Manager Administration End User Configuration window does not include any configuration or activation for directed call park as it does for call park. Cisco VG248 Analog Phone Gateways also support directed call park. 7961. page 4-15 Route Plan Report. Interactions and Restrictions The following sections describe the interactions and restrictions for directed call park: • • Interactions. 7970. page 4-17. 7920. page 4-16 Calling Search Space and Partitions. 7960. 7912. 7915. page 4-16 Call Park.

the barge initiator then must release its call (the barge). even when the target is being barged. The barge initiator “piggy backs” on the target phone. See Calling Search Space Configuration and Partition Configuration in the Cisco Unified Communications Manager Administration Guide. Calling Search Space and Partitions Assign the directed call park directory number or range to a partition to limit directed call park access to users on the basis of the device calling search space. User B retrieves the call and then decides to send the call to voice-messaging mailbox by pressing the iDivert softkey. while parked. but the possibility exists to configure both. Cisco Unified Communications Manager Features and Services Guide 4-16 OL-15410-01 . cBarge with Directed Call Park The target and barge initiator act as peers. user A calls user B. A caller who has been parked (the parkee) by using the directed call park feature cannot. When the target parks a call by using directed call park. Refer to the Route Plan Report chapter in the Cisco Unified Communications Manager Administration Guide. Call Park Cisco recommends that you do not configure both directed call park and the Park softkey for call park. This hold type applies to directed call park because directed call park is a transfer function. conference. Network hold—This type of hold takes place when a user activates the transfer. User A receives the voice-messaging mailbox greeting of user B. The cBarge feature uses a conference bridge that makes it behave similar to a meet-me conference. Use the route plan report to look for overlapping patterns and directory numbers before assigning a directory number to directed call park. use the standard call park feature. Both phones (target and barge initiator) retain full access to their features. For example. If you configure both. Route Plan Report The route plan report displays the patterns and directory numbers that are configured in Cisco Unified Communications Manager. ensure that the call park and directed call park numbers do not overlap. therefore. and the hold automatically gets invoked. Immediate Divert Directed call park supports Immediate Divert (iDivert softkey). the barge initiator has no feature access. Barge with Directed Call Park The target phone (the phone that is being barged upon) controls the call. Barge The following paragraphs describe the differences between Barge and cBarge with directed call park. and user B parks the call. The target phone includes most of the common features. or call park feature.Chapter 4 Interactions and Restrictions Call Park and Directed Call Park • • User hold—The system invokes this type of hold when a user presses the Hold button or Hold softkey.

To determine which devices are using the number. the system cannot revert the call to the attendant when the reversion timer expires. For example. – The following Cisco Unified IP Phones that are running SIP support directed call park BLF: 7941. It does not require special installation. Installing and Activating Directed Call Park Directed call park system feature comes standard with Cisco Unified Communications Manager software. If reversion number is not configured. Ensure each directed call park directory number. – The system does not support directed call park BLF on Cisco Unified IP Phones 7940 and 7960 that are running SIP. and 7971. but not both. 7970. and range is unique within the Cisco Unified Communications Manager cluster.Chapter 4 Call Park and Directed Call Park Installing and Activating Directed Call Park Restrictions The following restrictions apply to directed call park: • • Cisco Unified Communications Manager can park only one call at each directed call park number. If the Park softkey is also activated (not recommended). A message indicates that the directed call park number or range cannot be deleted because it is in use. A user can monitor only individual directed call park numbers by using the directed call park BLF. You cannot delete a directed call park number that a device is configured to monitor (using the BLF button). The transfer functionality remains the same as for phones that are running SCCP. The directed call park BLF cannot monitor a range of directed call park numbers. Any phone that can perform a transfer can use directed call park. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 4-17 . if you configure a directed call park number range 8X. 7961. The following limitations apply to directed call park for phones that are running SIP: – Directed call park gets invoked by using the transfer softkey on Cisco Unified IP Phones 7940 • • • • • and 7960 that are running SIP. Attendant console attendants must use the Consult Transfer button to send calls to a directed call park number. and the caller receives a reorder tone. A caller who has been parked (the parkee) by using the directed call park feature cannot. – The system does not support directed call park when the blind transfer softkey is used on Cisco Unified IP Phones 7940 and 7960 that are running SIP. If you do configure both. and third-party phones that are running SIP. If they use the Transfer button. See the “Configuring a Directed Call Park Number” section on page 4-21 for configuration details. ensure that no overlap exists between call park numbers and directed call park numbers. use the standard call park feature. ensure that the directed call park and call park numbers do not overlap. while parked. partition. Directed Call Park for phones that are running SIP is designed as busy lamp field (BLF) plus call transfer (to a park code). click the Dependency Records link on the Directed Call Park Configuration window. Cisco recommends that you configure either call park or directed call park. you cannot use the directed call park BLF to monitor that whole range of 80 to 89. Additional Information See the “Related Topics” section on page 4-24. the call reverts to the parker (parking party) after the call park reversion timer expires.

page 4-18 Setting the Service Parameters for Directed Call Park. page 4-21 Directed Call Park Configuration Settings. page 4-20 Configuring a Directed Call Park Number. page 4-24 Directed Call Park Configuration Checklist Table 4-3 provides a checklist to configure directed call park. page 4-23 Deleting a Directed Call Park Number. Cisco Unified Communications Manager Features and Services Guide 4-18 OL-15410-01 . page 4-22 BLF/Directed Call Park Configuration Settings. page 4-20 Finding a Directed Call Park Number. page 4-22 Configuring BLF/Directed Call Park Buttons.Chapter 4 Configuring Directed Call Park Call Park and Directed Call Park Additional Information See the “Related Topics” section on page 4-24. Configuring Directed Call Park This section contains the following information: • • • • • • • • Directed Call Park Configuration Checklist.

You can monitor only individual directed call park numbers with the directed call park BLF. Step 2 Configure a unique directed call park number or define a range of directed call park numbers. the range 40XX configures the range as 4000 to 4099. For phones that do not use softkeys.Chapter 4 Call Park and Directed Call Park Configuring Directed Call Park Table 4-3 Directed Call Park Configuration Checklist Configuration Steps Step 1 Related procedures and topics Configuring a Partition. Cisco Unified Communications Manager System Guide buttons and configure the directed call park BLF settings. Configuring BLF/Directed Call Park Buttons Notify users that the directed call park feature is available. Softkey Template Configuration. Step 5 Additional Information See the “Related Topics” section on page 4-24. To successfully retrieve a parked call. the BLF cannot support monitoring of the busy/idle status of the range or of any number within the range. Do not enter a range by using dashes (such as 4000-4040). the phone button template with the Transfer button automatically gets configured. page 4-21 Caution Note Step 3 Assign the Standard User softkey template to each device that has directed call park access. configure Guidelines for Customizing Phone Button the phone button template to include one or more Call Park BLF Templates. You must specify a range by using wildcards. For example. Cisco Unified Communications Manager Administration Guide Calling Search Space Configuration. Cisco Unified Communications Manager Administration Guide Configure a partition for directed call park numbers to make the partition available only to users who have the partition in their calling search space. If you configure a range of numbers. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 4-19 . Cisco Unified Communications Manager Administration Guide Media Termination Point Configuration. Refer to the phone documentation for instructions on how users access directed call park features on their Cisco Unified IP Phone. Cisco Unified Communications Manager Administration Guide Step 4 For phone models that support the directed call park BLF. Configuring a Directed Call Park Number. the calling search space from which the user is retrieving the call must contain the partition that includes the directed call park number.

click the + button. Cisco Unified Communications Manager Features and Services Guide 4-20 OL-15410-01 . Specify the appropriate search text. Use the following procedure to locate directed call park numbers. Procedure Step 1 Note Choose Call Routing > Directed Call Park. To remove criteria. select a search pattern. Finding a Directed Call Park Number Because you may have several directed call park numbers in your network. The default specifies 60 seconds. During your work in a browser session. Note Step 4 From the list of records that display. When the timer expires. the parked call returns to either the device that parked the call or to another specified number. When you add criteria. select a search parameter. go to Step 3. The Find and List Directed Call Park Numbers window displays. Note Step 3 Click Find. ensure the dialog box is empty. All or matching records display. depending on what you configure in the Directed Call Park Configuration window. the system searches for a record that matches all criteria that you specify. To find all records in the database. click the – button to remove the last added criteria or click the Clear Filter button to remove all added search criteria. From the second drop-down list box. Cisco Unified Communications Manager Administration retains your directed call park number search preferences until you modify your search or close the browser. if applicable. You can delete multiple records from the database by checking the check boxes next to the appropriate record and clicking Delete Selected. This parameter determines the time that a call remains parked. click the link for the record that you want to view. To add additional search criteria. Cisco Unified Communications Manager Administration retains your directed call park number search preferences. If you navigate to other menu items and return to this menu item. You can change the number of items that display on each page by choosing a different value from the Rows per Page drop-down list box. Cisco Unified Communications Manager lets you locate specific directed call park numbers on the basis of specific criteria. Additional Information See the “Related Topics” section on page 4-24. You can delete all configurable records for this selection by clicking Select All and then clicking Delete Selected.Chapter 4 Configuring Directed Call Park Call Park and Directed Call Park Setting the Service Parameters for Directed Call Park The Call Park Reversion Timer clusterwide service parameter affects directed call park. To filter or search records: • • • Step 2 From the first drop-down list box.

This occurs because. Additional Information See the “Related Topics” section on page 4-24. use the procedure in the “Finding a Directed Call Park Number” section on page 4-20 to locate the directed call park number or range of numbers. Cisco Unified Communications Manager actually deletes the old information and then adds the new information. At the point that the old information is deleted. click Add New. click Save. Click the Copy icon. when you update a directed call park number. • The Directed Call Park Number Configuration window displays. use the procedure in the “Finding a Directed Call Park Number” section on page 4-20 to locate the directed call park number or range of numbers. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 4-21 . Configuring a Directed Call Park Number This section describes how to add. Step 3 Step 4 Enter or update the appropriate settings as described in Table 4-4. Procedure Step 1 Step 2 Choose Call Routing > Directed Call Park. click the up or down arrow. Change notification automatically restarts impacted devices when it detects directed call park number changes. You can also use the Restart Devices button on the Directed Call Park Configuration window. To save the new or changed call park numbers in the database. if available. Note Updating a directed call park number causes Cisco Unified Communications Manager to immediately revert any call that is parked on that number. copy. Perform one of the following tasks: • • To add a new Directed Call Park Number. The window displays the item that you choose. To update a Directed Call Park Number. in the list header. any devices that are configured to monitor those directed call park numbers by using the BLF must restart to correct the display.Chapter 4 Call Park and Directed Call Park Configuring Directed Call Park Note To reverse the sort order. To copy a Directed Call Park Number. Note Whenever changes are made to directed call park numbers or ranges. a parked call on that number cannot remain parked or be retrieved in the usual way and must be reverted. and update a single directed call park extension number or range of extension numbers. Additional Information See the “Related Topics” section on page 4-24.

Table 4-4 Directed Call Park Configuration Settings Field Number Description Enter the directed call park number. Note A reversion number can comprise digits only. Change notification automatically restarts impacted devices when it detects directed call park number changes. You can enter literal digits or the wildcard character X (the system allows one or two Xs). For this required field. Reversion Number Enter the number to which you want the parked call to return if not retrieved. Additional Information See the “Related Topics” section on page 4-24. Note Whenever changes are made to directed call park numbers. Note Description Partition Make sure that the combination of directed call park number and partition is unique within the Cisco Unified Communications Manager cluster. choose the calling search space or leave the calling search space as the default of <None>. leave the partition as the default of <None>. The system needs the retrieval prefix to distinguish between an attempt to retrieve a parked call and an attempt to initiate a directed park. choose the desired partition from the drop-down list box. You also can use the Restart Devices button on the Directed Call Park Configuration window. enter the prefix for retrieving a parked call. If you want to use a partition to restrict access to the directed call park numbers. For example. See Searching for a Partition in the Cisco Unified Communications Manager Administration Guide for instructions on finding a partition when there are a large number of them configured. enter 5555 to define a single call park number of 5555 or enter 55XX to define a range of directed call park extension numbers from 5500 to 5599. or leave the field blank. Provide a brief description of this directed call park number or range. any devices that are configured to monitor those directed call park numbers by using the directed call BLF must restart to correct the display. perform the following procedure: Cisco Unified Communications Manager Features and Services Guide 4-22 OL-15410-01 . Configuring BLF/Directed Call Park Buttons To configure BLF/Directed Call Park buttons. you cannot use wildcards. Make sure that the directed call park numbers are unique and that they do not overlap with call park numbers. If you do not want to restrict access to the directed call park numbers. Reversion Calling Search Space Retrieval Prefix Using the drop-down list box.Chapter 4 Configuring Directed Call Park Call Park and Directed Call Park Directed Call Park Configuration Settings Table 4-4 describes the directed call park configuration settings.

the system uses the text that displays in the Label ASCII field. This field supports internationalization. Additional Information See the “Related Topics” section on page 4-24. as described in Table 4-5. if it displays) that you want the system to dial when the user presses the speed-dial button. To configure the BLF/Directed Call Park button for user device profiles. as described in the “Cisco Unified IP Phone Configuration” chapter in the Cisco Unified Communications Manager Administration Guide. If your phone does not support internationalization. Step 2 Step 3 Tip Step 4 Step 5 Configure the settings. After the configuration window displays. Table 4-5 BLF/Directed Call Park Button Configuration Settings Field Directory Number Description The Directory Number drop-down list box displays a list of directory numbers that exist in the Cisco Unified Communications Manager database. for example. Directory numbers that display without specific partitions belong to the default partition. For phones that are running SCCP or phones that are running SIP. BLF/Directed Call Park Configuration Settings Table 4-5 describes the settings that you configure for BLF/Directed Call Park buttons. The directory number(s) display in the Association Information pane of the Phone Configuration Window. find the user device profile as described in the “Device Profile Configuration” chapter in the Cisco Unified Communications Manager Administration Guide. 6002 in 3. click Save and close the window. The link does not display in the Association Information pane if the phone button template that you applied to the phone or device profile does not support BLF/Directed Call Park. choose the number (and corresponding partition. Label Enter the text that you want to display for the BLF/Directed Call Park button. find the phone. click the Add a new BLF Directed Call Park link in the Association Information pane. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 4-23 . After you complete the configuration.Chapter 4 Call Park and Directed Call Park Configuring Directed Call Park Procedure Step 1 To configure the BLF/Directed Call Park button in the Phone Configuration window.

a parked call on that number cannot remain parked or be retrieved in the usual way and must be reverted. To determine which devices are using the number. If the phone does not support internationalization. Related Topics • • Call Park and Directed Call Park. Click Delete. Additional Information See the “Related Topics” section on page 4-24. click the Dependency Records link in the Directed Call Park Configuration window. locate the directed call park number or range of numbers. This occurs because. Click the directed call park number or range of numbers that you want to delete. when the number is deleted. A message indicates that the directed call park number cannot be deleted because it is in use.Chapter 4 Related Topics Call Park and Directed Call Park Table 4-5 BLF/Directed Call Park Button Configuration Settings (continued) Field Label ASCII Description Enter the text that you want to display for the BLF/Directed Call Park button. page 4-11 Cisco Unified Communications Manager Features and Services Guide 4-24 OL-15410-01 . Note Deleting a directed call park number causes Cisco Unified Communications Manager to immediately revert any call that is parked on that number. Cisco Unified Communications Manager Administration accepts the configuration for both fields. The ASCII label represents the noninternationalized version of the text that you enter in the Label field. the system uses the text that displays in this field. Note You cannot delete a directed call park number that a device is configured to monitor (using the BLF button). Tip If you enter text in the Label ASCII field that differs from the text in the Label field. even though the text differs. Procedure Step 1 Step 2 Step 3 Using the procedure in the “Finding a Directed Call Park Number” section on page 4-20. Deleting a Directed Call Park Number This section describes how to delete directed call park numbers from the Cisco Unified Communications Manager database. page 4-1 Configuring a Call Park Number.

Cisco Unified Communications Manager Administration Guide Partition Configuration. page 4-20 Configuring BLF/Directed Call Park Buttons. Cisco Unified Communications Manager Administration Guide Clustering.Chapter 4 Call Park and Directed Call Park Related Topics • • • • • • • • • • • • • • • • • Finding a Call Park Number. page 4-24 Phone Button Template Configuration. page 4-18 Finding a Directed Call Park Number. page 4-12 Configuring Directed Call Park. Cisco Unified Communications Manager Administration Guide Media Termination Point Configuration. page 4-10 Deleting a Call Park Number. Cisco Unified Communications Manager Administration Guide Softkey Template Configuration. Cisco Unified Communications Manager Administration Guide Route Plan Report. Cisco Unified Communications Manager Administration Guide Cisco Unified IP Phone Configuration. Cisco Unified Communications Manager Administration Guide End User Configuration. page 4-22 Deleting a Directed Call Park Number. Cisco Unified Communications Manager System Guide Cisco Unified IP Phone Administration Guide for Cisco Unified Communications Manager Cisco Unified IP Phone user documentation and release notes (all models) Cisco Unified Communications Manager Features and Services Guide OL-15410-01 4-25 . Cisco Unified Communications Manager Administration Guide User Group Configuration.

Chapter 4 Related Topics Call Park and Directed Call Park Cisco Unified Communications Manager Features and Services Guide 4-26 OL-15410-01 .

User E hears phone D ring and uses call pickup to pick up the call that is ringing on phone D. If a user invokes call pickup to pick up a call from a phone that has no incoming calls. See the “Call Pickup and Group Call Pickup Configuration Checklist” section on page 5-14. The following scenario provides an example. If a user invokes call pickup to pick up a ringing call from a DN for which the user is not configured to pick up calls. User A calls user C. and the “Directed Call Pickup Configuration Checklist” section on page 5-18. the user receives reorder tone. Call Pickup also functions if user C presses Transfer before either phone D picks up the call or user E invokes Call Pickup. and user C answers. the “Other Group Pickup Configuration Checklist” section on page 5-16. user A and user E connect. User E hears phone D ring and uses call pickup to pick up the call that • • • Cisco Unified Communications Manager Features and Services Guide OL-15410-01 5-1 . The “Introducing Call Pickup” section on page 5-1 describes these features. page 5-13 Configuring Call Pickup Features. other group pickup. page 5-1 System Requirements for Call Pickup. Call Pickup operates with a consult transfer call. page 5-14 Configuring Call Pickup Groups. The administrator must modify the standard softkey template to include these softkeys for the users to invoke the Call Pickup features. The following scenario provides an example. page 5-22 Related Topics. PickUp. After user C presses the Transfer key again. the user receives a “No Call(s) for Pickup” message. directed call pickup. The Call Pickup feature operates with ad hoc conference calls. available.CH A P T E R 5 Call Pickup The Call Pickup features allow users to answer calls that come in on a directory number other than their own. The following information applies to all of the call pickup types: • Both idle and offhook call states make the three softkeys. BLF call pickup. User C presses the Conf key and makes a consultation call to phone D. GPickUp. User C presses the Transfer key and dials phone D. group call pickup. This section covers the following topics: • • • • • • • Introducing Call Pickup. page 5-11 Interactions and Restrictions. and OPickUp. User A calls user C. and auto call pickup. page 5-28 Introducing Call Pickup Cisco Unified IP Phones for SCCP and SIP support the following types of call pickup: call pickup. page 5-11 Installing and Activating Call Pickup. and user C answers.

Group call pickup numbers apply to lines or directory numbers. • If user E successfully invokes call pickup to pick up a call from user A that is ringing on DN C while the Auto Call Pickup Enabled service parameter is set to False. for this type of call pickup. If the user lines are busy with held calls. the original call from user A gets restored and continues to ring at DN C. page 5-2 Group Call Pickup. PickUp. Call Pickup The Call Pickup feature allows users to pick up incoming calls within their own group. The Call Pickup feature functions whether auto call pickup is enabled or not. user C. Note Cisco Unified Communications Manager Features and Services Guide 5-2 OL-15410-01 . page 5-2 Other Group Pickup. page 5-3 Busy Lamp Field Call Pickup. Use the softkey. page 5-8 • For details about each of the types of call pickup. Call Pickup. When the user invokes the Group Call Pickup phone feature while multiple calls are incoming to a pickup group. the user receives a “No Line Available for Pickup” message on the display and the original call continues to ring at the called number. Cisco Unified Communications Manager automatically dials the appropriate call pickup group number when the user activates this feature from a Cisco Unified IP Phone. The same procedures apply for configuring call pickup and group call pickup features. page 5-3 Directed Call Pickup. Additional Information See the “Related Topics” section on page 5-28. the user gets connected to the incoming call that has been ringing the longest. Use the softkey. see the following topics: • • • • • • Additional Information See the “Related Topics” section on page 5-28. Group Call Pickup The Group Call Pickup feature allows users to pick up incoming calls in another group. GPickUp. Call pickup also functions if user C presses the Conf key a second time before user E picks up the call that is ringing on phone D. page 5-7 Auto Call Pickup. and user E connect to an ad hoc conference. and user A.Chapter 5 Introducing Call Pickup Call Pickup is ringing on phone D. A user can only invoke Call Pickup if the user has a line free to pick up the call. User C then presses the Conf key again. for this type of call pickup. but user E then does not pick up the call before the time that is specified in the Call Pickup No Answer Timer expires. User must dial the appropriate call pickup group number when this feature is activated from a Cisco Unified IP Phone. See the “Auto Call Pickup” section on page 5-8 for details.

the priority of answering calls for the associated group goes from the first associated group to the last associated group. If a user wants to pick up a ringing call from a DN directly. First. The associated group of a user specifies one or more call pickup groups that have been associated to the pickup group to which the user belongs. When more than one associated group exists. the user connects to the incoming call that has been ringing the specified DN the longest. and C associate with group X. See the “Auto Call Pickup” section on page 5-8 for details. the longest alerting call (longest ringing time) gets picked up first if multiple incoming calls occur in that group. the user connects to the call that is incoming to the specified phone whether or not the call is the longest ringing call in the call pickup group to which the DN belongs. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 5-3 . Other Group Pickup The Other Group Pickup feature allows users to pick up incoming calls in a group that is associated with their own group. For other group call pickup. Additional Information See the “Related Topics” section on page 5-28. The Directed Call Pickup feature functions whether auto call pickup is enabled or not. and the priority of answering calls goes to group A. Use the softkey. For example. and then C. priority takes precedence over the ringing time if multiple associated pickup groups are configured.Chapter 5 Call Pickup Introducing Call Pickup The Group Call Pickup feature functions whether auto call pickup is enabled or not. The Cisco Unified Communications Manager automatically searches for the incoming call in the associated groups to make the call connection when the user activates this feature from a Cisco Unified IP Phone. See the “Auto Call Pickup” section on page 5-8 for details. for this type of call pickup. Cisco Unified Communications Manager uses the associated group mechanism to control the privilege of a user who wants to pick up an incoming call by using Directed Call Pickup. B. See the “Auto Call Pickup” section on page 5-8 for details. If multiple calls are ringing on a particular DN and the user invokes Directed Call Pickup to pick up a call from the DN. Directed Call Pickup The Directed Call Pickup feature allows a user to pick up a ringing call on a DN directly by pressing the GPickUp softkey and entering the directory number of the device that is ringing. When the user invokes the Directed Call Pickup feature and enters a DN from which to pick up an incoming call. B. groups A. If two users belong to two different call pickup groups and the associated groups of the users do not contain the call pickup group of the other user. Additional Information Note See the “Related Topics” section on page 5-28. the users cannot invoke Directed Call Pickup to pick up calls from each other. OPickUp. Usually. group X picks up incoming call in group A. the associated groups of the user must contain the pickup group to which the DN belongs. though a call may have come in earlier in group C than the incoming call in group A. The Other Group Pickup feature functions whether auto call pickup is enabled or not. within the same group.

User E presses the GPickUp softkey and enters DN of phone C. DN of phone C specifies 1000 in pickup group 111. 2. 7. User A calls phone C. Phone A and phone E connect. Figure 5-2 Basic Directed Call Pickup Completes Pickup Group =111 Pickup Group =222 Association groups =111 and 333 IP Phone A IP Phone C IP Phone E Cisco Unified Communications Manager Features and Services Guide 5-4 OL-15410-01 . and phone C stops ringing. 6. and phone C begins to ring. Figure 5-2 shows the connection state between phone A and phone E after Directed Call Pickup completes. DN of phone E specifies 2000 in pickup group 222. as shown in Figure 5-1: 1. 4. 3. which is 1000. and 333. Three pickup groups that are created comprise group numbers 111. The following setup takes place. 222. Pickup group 222 includes association groups such that its Other Pickup Groups specify 111 and 333. Basic Directed Call Pickup This scenario illustrates Directed Call Pickup.Chapter 5 Introducing Call Pickup Call Pickup Additional Information See the “Related Topics” section on page 5-28. Basic Directed Call Pickup Setup Figure 5-1 Pickup Group =111 alerting IP Phone A IP Phone C Pickup Group =222 Association groups =111 and 333 GPickUp + DN of phone C IP 270828 270829 Phone E 5. Examples of Directed Call Pickup The following examples illustrate various Directed Call Pickup scenarios.

and 333. Figure 5-4 shows the connection state between phone A and phone E after Directed Call Pickup fails. DN of phone C specifies 1000 in pickup group 111. 4. Three pickup groups that are created comprise group numbers 111. Three pickup groups that are created comprise group numbers 111. Figure 5-4 Directed Call Pickup Gets Rejected. Directed Call Pickup Setup 1 That Leads to Rejection Figure 5-3 Pickup Group = 111 alerting IP Phone A IP Phone C Pickup Group = 222 Association group = 333 GPickUp + DN of phone C IP 270830 270831 Phone E 5. 2. 222. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 5-5 . User A calls phone C. and phone C begins to ring. The following setup takes place. DN of phone C specifies PT_C/1000 in pickup group 111. Pickup group 222 includes association groups 111 and 333. Example 1 Pickup Group = 111 alerting IP Phone A IP Phone C Pickup Group = 222 Association group = 333 IP Phone E Directed Call Pickup Control Mechanism—Reject Example 2 This scenario illustrates the control mechanism that causes rejection of a Directed Call Pickup attempt. does not have group 111 in its association list. 3. The following setup takes place. The Directed Call Pickup attempt for phone E gets rejected because the pickup group of phone E. 2. 222. and 333. 7. User E presses the GPickUp softkey and enters DN of phone C. DN of phone E specifies 2000 in pickup group 222.Chapter 5 Call Pickup Introducing Call Pickup Directed Call Pickup Control Mechanism—Reject Example 1 This scenario illustrates the control mechanism that causes rejection of a Directed Call Pickup attempt. 222. 6. which is 1000. as shown in Figure 5-5: 1. as shown in Figure 5-3: 1. Pickup group 222 includes association group 333. and PT_C specifies the partition of phone C. 3.

4. DN of phone E specifies PT_E/2000 in pickup group 222.Chapter 5 Introducing Call Pickup Call Pickup 4. and 333. Directed Call Pickup Setup 2 That Leads to Rejection Figure 5-5 Pickup Group = 111 alerting IP Phone A IP Phone C Pickup Group = 222 Association groups =111 and 333 GPickUp + DN of phone C IP 270832 270833 Phone E 5. Cisco Unified Communications Manager Features and Services Guide 5-6 OL-15410-01 . The Directed Call Pickup attempt for phone E gets rejected because the CSS of phone E does not contain the partition of phone C. DN of phone C specifies 1000. DN of phone D specifies 3000. Example 2 Pickup Group = 111 alerting IP Phone A IP Phone C Pickup Group = 222 Association groups = 111 and 333 IP Phone E Directed Call Pickup Control Mechanism—Multiple Calls This scenario illustrates Directed Call Pickup when multiple calls are available for pickup. The following setup takes place. Three pickup groups that are created comprise group numbers 111. User A calls phone C. and both phones reside in pickup group 111. 222. and the Calling Search Space (CSS) of phone E specifies PT_E. 6. User E presses the GPickUp softkey and enters DN of phone C. 7. and phone C begins to ring. Pickup group 222 includes association groups 111 and 333. Figure 5-6 shows the connected state between phone A and phone E after Directed Call Pickup fails. 2. which is 1000. Figure 5-6 Directed Call Pickup Gets Rejected. DN of phone E specifies 2000 in pickup group 222. PT_E specifies the partition of phone E. as shown in Figure 5-7: 1. 3.

and the phone that picks up the call to the BLF DN represents the BLF call pickup initiator. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 5-7 . User A calls phone C. which is 3000. 7. This allows Cisco Unified Communications Manager to notify a phone user when a call is waiting to be picked up from the DN. You can configure a hunt list member DN as the BLF DN to allow an incoming call to a hunt list member to be picked up by the BLF call pickup initiator. The incoming call on the hunt list member can come from the hunt list or be a directed call. User E presses the GPickUp softkey and enters DN of phone D. Figure 5-8 Directed Call Pickup With Multiple Calls Completes Pickup Group = 111 alerting IP Phone A IP Phone C Pickup Group = 222 Association groups = 111 and 333 IP IP Phone B IP Phone D Phone E 270835 Busy Lamp Field Call Pickup You can associate the busy lamp field (BLF) button on a Cisco Unified IP Phone to a DN. Figure 5-8 shows the connection state between phone B and phone E after Directed Call Pickup completes. Phone C and phone D begin to ring. 6. To use a specified line. and the hunt pilot number. The behavior in each case depends on how call pickup is configured for the hunt list member DN. the line must remain off hook before the BLF SD button is pressed. The following rules apply to the BLF DN and the BLF call pickup initiator: • • The BLF call pickup initiator gets selected as the next available line or as a specified line. Phone B and phone E connect. the BLF DN.Chapter 5 Call Pickup Introducing Call Pickup Figure 5-7 Directed Call Pickup Setup With Multiple Calls Pickup Group = 111 alerting IP Phone A IP Phone C alerting IP Phone B IP Phone D Pickup Group = 222 Association groups = 111 and 333 GPickUp + DN of phone D IP Phone E 270834 5. The DN represents the BLF DN. and user B calls phone D. and phone D stops ringing.

in another pickup group. Alert—Indicates by flashing that at least one incoming call exists on the BLF DN. and other phones. 2. or the user must press the answer key to pick up the call. The BLF SD button on the phone can exist in any of the following states: • • • Note The following actions take place for an incoming call to the BLF DN: 1. Idle—Indicates that no call exists on the BLF DN. group pickup. This action requires only one keystroke. Cisco Unified Communications Manager automatically connects users to the incoming call in their own pickup group. When a call from phone A comes in to phone B. Phone A represents an outside phone. BLF Call Pickup Example This scenario illustrates BLF call pickup. The BLF SD button flashes on the BLF call pickup initiator phone to indicate that an incoming call to the BLF DN exists. the user presses the BLF SD button on the call pickup initiator phone to pick up the incoming call. an outside phone (phone A). directed call pickup. Phone C represents a user phone in Group 222 that has the BLF SD button configured to monitor the phone B BLF DN and has call pickup enabled. other group pickup. It represents the BLF call pickup initiator phone. and BLF call pickup by enabling the Auto Call Pickup Enabled service parameter. but no alerts exist. When this parameter is enabled. Phone B represents the BLF DN phone in Group 111. You can optionally configure an audible alert in addition to the visual alert. a call from phone A to the hunt group causes the BLF SD button on phone c to light. or a pickup group that is associated with their own group after users press the appropriate softkey on the phone. Busy—Indicates that at least one active call exists on the BLF DN. The user at phone c presses the button and connects to the phone A caller. the BLF SD button on phone C lights. Group 222 represents a call pickup group that is associated to Group 111. If a hunt list pilot number is configured as part of Group 111. Additional Information See the “Related Topics” section on page 5-28. The following elements are configured: • • • • • Group 111 represents a call pickup group that includes the BLF DN (phone B). Auto Call Pickup You can automate call pickup. and the user at phone C can press the button to connect to the caller at phone A. Cisco Unified Communications Manager Features and Services Guide 5-8 OL-15410-01 . Group 222 includes phone C.Chapter 5 Introducing Call Pickup Call Pickup • When a call pickup occurs with the service parameter Auto Call Pickup Enabled set to false. the phone must remain off hook or the user must press the answer key to pick up the call. If auto call pickup is configured. the phone must remain off hook. If auto call pickup is not configured.

Auto directed call pickup connects the user to an incoming call in a group that is associated with the group of the user. dial the DN of the ringing phone. The user presses the GPickUp softkey on the phone. When the user presses the PickUp softkey on the phone. If automation is not enabled. then dials the DN of the ringing phone. Refer to “Auto Call Pickup” in the Cisco Unified Communications Manager Features and Services Guide for details. Cisco Unified Communications Manager locates the incoming call in the group and completes the call connection. CTI applications do not support monitoring the pickup requester or the destination of the call that is picked up. Additional Information See the “Related Topics” section on page 5-28. Hence. CTI applications support monitoring the party whose call is picked up. Cisco Unified Communications Manager completes the call connection. the user must press the softkeys. Call Pickup No Answer When a call pickup occurs with the service parameter Auto Call Pickup Enabled set to false. to make the call connection. If the call pickup requestor does not answer the call. the original call gets restored while the call pickup requestor phone is busy. The user presses the GPickUp softkey on the phone. the original call gets restored after the pickup no answer timer expires. Cisco Unified Communications Manager completes the call connection. Upon receiving the pickup group number. PickUp and Answer.Chapter 5 Call Pickup Introducing Call Pickup Auto call pickup connects the user to an incoming call in the group of the user. Call Pickup No Bandwidth When a call pickup occurs with the service parameter Auto Call Pickup Enabled set to false. Cisco Unified Communications Manager automatically searches for the incoming call in the associated groups in the sequence that the administrator enters in the Call Pickup Group Configuration window and completes the call connection after the call is found. Note Note Auto call pickup interacts with Cisco Unified Mobility features on a limited basis. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 5-9 . to make the call connection. The user presses the OPickUp softkey on the phone. Upon receiving the DN. If auto directed call pickup is not enabled. If automation is not enabled. the original call gets restored when no bandwidth exists between the call originator and requestor phones. If auto group call pickup is not enabled. and answer the call that will now ring on the user phone to make the connection. and answer the call to make the connection. dial the group number of another pickup group. the call forward that is configured on the phone gets ignored when one of the pickup softkeys is pressed. Cisco Unified Communications Manager Assistant does not support auto call pickup (one-touch call pickup). Auto group call pickup connects the user to an incoming call in another pickup group. Call Pickup Busy When a call pickup occurs with the service parameter Auto Call Pickup Enabled set to false. the user must press the softkeys. then dials the group number of another pickup group. the user must press the GPickUp softkey. the user must press the GPickUp softkey. OPickUp and Answer. Auto other group pickup connects the user to an incoming call in a group that is associated with the group of the user.

call pickup group. Cisco Unified Communications Manager Features and Services Guide 5-10 OL-15410-01 . the number will display. The visual notification comprises a message on the phone status line. – To configure the visual notification on the Call Pickup Group Configuration window. the calling search space of the user who requests the Directed Call Pickup feature must contain the partition of the DN from which the user wants to pick up a call. In addition to configuring the type of notification. notification on Cisco Unified IP Phones when other members of a pickup group receive a call. This setting allows the administrator to have detailed calling party and/or called party information in the notification message. DN/phone. you can configure the time. to delay the audio and visual alerts after the call comes into that group. or both.Chapter 5 Introducing Call Pickup Call Pickup Using Call Pickup Features with Partitions to Restrict Access You can restrict access to call pickup groups by assigning a partition to the call pickup group number. – To configure whether the notification will be audio or visual. See the “Call Pickup Group Configuration Settings” section on page 5-23. and the group number will not be visible to other tenants. If not. in seconds. Call Pickup Notification The Call Pickup Notification feature provides an audio or visual. use the configuration settings in the Call Information Display For Call Pickup Group Notification section. make sure that the pickup groups are assigned to the appropriate partition for each tenant. The notification gets sent only to the primary line of a device. Additional Information See the “Related Topics” section on page 5-28. Call Pickup Group Configuration—The type of notification for each call pickup group gets configured from the Call Pickup Group Configuration window in Cisco Unified Communications Manager Administration. If partitions represent tenants in a multitenant configuration. This allows the original called party a chance to pick up the call prior to the audio and/or visual alert being sent to the pickup group. only the phones that have a calling search space that includes the partition with the call pickup group number can participate in that call pickup group. This setting becomes the system default. Call Pickup Notification gets configured in three configuration windows for three types of settings: system. Make sure that the combination of partition and group number is unique throughout the system. use the configuration • settings in the Call Pickup Group Notification Settings section of the Call Pickup Group Configuration window. • Service Parameters Configuration—The type of audio notification (beep or ring) to be heard when a phone is idle or busy gets set from the Service Parameters Configuration window. This lets users configure the type of audio alert to be provided when phone is idle or has an active call. A multitenant configuration provides an example of using partitions with call pickup groups. Assign the pickup groups to the appropriate partition for each tenant. With the Directed Call Pickup feature. See Directory Number Configuration Settings in the Cisco Unified Communications Manager Administration Guide. only those phones that can dial numbers in that partition can use the call pickup group. The display will contain the name of calling/called party if available. Configure the type of audio alert for phones by using the Pickup Audio Alert Setting. or both. • • If call pickup group numbers are assigned to a partition. • Directory Number Configuration—This window provides fields where you can configure the audio alert setting for each phone. When this configuration is used.

7912. 7960) Note The administrator must add the Other Pickup (OPickUp) softkey to the softkey templates. call pickup requires the following software component: • Cisco Unified Communications Manager The following phones that are running SCCP and SIP support call pickup with Pick Up (PickUp) and Group Pickup (GPickUp) softkeys in the Standard User and Standard Feature softkey templates: • Cisco Unified IP Phones (7941. 7920. Interactions and Restrictions The following sections describe the interactions and restrictions for call pickup: • • Interactions.Chapter 5 Call Pickup Interactions and Restrictions Keep in mind that call pickup notification can get sent to the other members of a pickup group only when a member of the pickup group receives an incoming call. 7971) The following phones that are running SCCP support call pickup with the Pick Up (PickUp) and Group Pickup (GPickUp) softkeys in the Standard User and Standard Feature softkey templates: • Cisco Unified IP Phones (7905. Other Pickup. and Directed Call Pickup on the phone button template by using the programmable line key feature (see Programmable Line Keys in the Cisco Unified Communications Manager System Guide). 7961. Configure Call Pickup. 7940. page 5-11 Restrictions. 7970. Additional Information See the “Related Topics” section on page 5-28. page 5-12 Calling Search Space and Partitions. System Requirements for Call Pickup To operate. page 5-12 Call Accounting. page 5-13 Additional Information See the “Related Topics” section on page 5-28. Group Call Pickup. Additional Information See the “Related Topics” section on page 5-28. page 5-12 Time of Day. page 5-12 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 5-11 . Interactions The following sections describe how call pickup interacts with Cisco Unified Communications Manager applications and call processing: • • • • Route Plan Report. 7931.

A CDR search returns all CDRs that match a specific time range and other search criteria as specified. Time of Day To pick up calls from a group that is associated with your own group. which applies to the requesting call that is connected. you must configure the calling search space. pickABC contains phone 1 and phone 2. cssABC. click the Dependency Records link that the Cisco Unified Communications Manager Administration Call Pickup Group Configuration window provides. One CDR applies to the original call that is cleared. For example. Phone 1 and phone 2 reside in the same calling search space. and another CDR applies to the requesting call that is connected. When a call pickup occurs via non-auto call pickup. a partition. ABC. The Dependency Records Summary window displays information about devices that are using the call pickup number. contains partition ABC.Chapter 5 Interactions and Restrictions Call Pickup • Dependency Records. If phone 1 rings at 5:30 pm and phone 2 tries to pick up the call. this attempt fails because the partition is not active after 5 pm. Call Accounting Call pickup features interact with call accounting. If phone 1 rings at 9:30 am. phone 2 can pick up the call. cssABC. the system generates two call detail records (CDRs). A calling search space. Use the route plan report to look for overlapping patterns and DNs before assigning a DN to call pickup group. If users are interested in the type of call that is associated with a particular CDR. Refer to the Route Plan Report chapter in the Cisco Unified Communications Manager Administration Guide. the search result displays a call type field that indicates whether the call is a pickup call. the system generates one call detail record. page 5-12 Route Plan Report The route plan report displays the patterns and DNs that are configured in Cisco Unified Communications Manager. • When a call pickup occurs via auto call pickup. Calling Search Space and Partitions Assign a partition to the Call Pickup Group number to limit call pickup access to users on the basis of the device calling search space. A pickup group. remains active between 9 am to 5 pm. Cisco Unified Communications Manager Features and Services Guide 5-12 OL-15410-01 . Refer to Calling Search Space Configuration and Partition Configuration in the Cisco Unified Communications Manager Administration Guide. and the Time of Day (TOD) parameter for members in the associated group to be active and able to accept calls within the same time period as your own group. partition. • • Dependency Records If you need to find devices to which a specific call pickup number is assigned. TOD associates a time stamp to the calling search space and partition.

7941. Cisco Unified Communications Manager automatically updates all directory numbers that are assigned to that call pickup group. and visual alert supports Cisco Unified IP Phones 7911. Additional Information See the “Related Topics” section on page 5-28. comes standard with Cisco Unified Communications Manager software. The attendant console user interface cannot appropriately handle calls that come from or are made to phones that belong to a call pickup group due to JTAPI and CTI limitations. the dependency record of the pickup group shows the association information. and 7971 that are running SIP. The system does not support call pickup notification. audio. Users cannot pick up calls to a DN that belongs to a line group by using the Directed Call Pickup feature. users cannot use the Directed Call Pickup feature to pick up such a call. if pickup group A is associated with pickup group B and pickup group C. 7961. For more information about Dependency Records. refer to “Accessing Dependency Records” in the Cisco Unified Communications Manager Administration Guide. audio. the dependency record of pickup group A shows the information on the association of pickup group A to pickup groups B and C. For example. and 7960 that are running SIP. To delete a call pickup group number. a system feature. audio. • • • • • • • Additional Information See the “Related Topics” section on page 5-28.Chapter 5 Call Pickup Installing and Activating Call Pickup If a pickup group is associated with other pickup groups. You cannot delete a call pickup group number when it is assigned to a line or DN. 7940. If a device belongs to a hunt list and the device rings due to a call that was made by calling the hunt pilot number. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 5-13 . third-party phones that are running SIP. reassign a new call pickup group number to each line or DN. When you update a call pickup group number. If the dependency records are not enabled for the system. It does not require special installation. Call pickup notification. Cisco does not recommend this setup because it can be confusing to users. To determine which lines are using the call pickup group number. Installing and Activating Call Pickup Call pickup. 7912. and visual alert only supports licensed. click the device. and visual alert on Cisco Unified IP Phones 7905. the dependency records summary window displays a message. 7970. use Dependency Records. Restrictions The following restrictions apply to call pickup group: • • Although different lines on a phone can be assigned to different call pickup groups. and the Dependency Records Details window displays. Cisco Unified Communications Manager Attendant Console does not work with the call pickup features. Call pickup notification. To find out more information about the devices.

Call Pickup and Group Call Pickup Configuration Checklist Table 5-1 provides a checklist to configure Call Pickup features. Configuring Call Pickup Features This section contains the following information: • • • • • Call Pickup and Group Call Pickup Configuration Checklist. Make sure that the name and number Configuring a Call Pickup Group. page 5-23 Assign the call pickup group that you created in Step 2 to the directory numbers that are associated with phones on which you want to enable call pickup: • • Assigning a Call Pickup Group to Directory Numbers. are unique. page 5-21 Additional Information See the “Related Topics” section on page 5-28. Cisco Unified Communications Manager Administration Guide Using Call Pickup Features with Partitions to Restrict Access. make sure that the directory numbers that are assigned to the call pickup group have a calling search space that includes the appropriate partitions. Table 5-1 Call Pickup and Group Call Pickup Configuration Checklist Configuration Steps Step 1 Related Procedures and Topics Configuring a Partition. If partitions are used with call pickup numbers.Chapter 5 Configuring Call Pickup Features Call Pickup Additional Information See the “Related Topics” section on page 5-28. page 5-18 BLF Call Pickup Configuration Checklist. page 5-27 To use the Call Pickup feature. Cisco Unified Communications Manager Features and Services Guide 5-14 OL-15410-01 . you must use only directory numbers that are assigned to a call pickup group. page 5-20 Setting the Service Parameters for Call Pickup. Step 2 Step 3 Configure a call pickup group. page 5-16 Directed Call Pickup Configuration Checklist. page 5-10 Configure partitions if you will be using them with call pickup groups. page 5-14 Other Group Pickup Configuration Checklist.

Administration Guide Notify users that the Call Pickup and/or Group Call Pickup feature Refer to the phone documentation for is available. or other group call pickup. instructions on how users access the Call Pickup and Group Call Pickup features on their Cisco Unified IP Phone. Cisco parameter controls the time for call selection for call pickup. Additional Information Step 8 Step 9 Step 10 See the “Related Topics” section on page 5-28. page 5-23 Directory Number Configuration Settings. notification (optional). group call pickup. both) in the Call Pickup Group Configuration window. and 30 VIP. or both. To restrict calls to be picked up by a phone within only its own group. enter a Service Parameters Configuration. page 5-8. deny the GPickUp or OPickUp softkeys in the softkey template by moving them to the Unselected box that is in the Softkey Configuration window. • • • • Set the Call Pickup Group Audio Alert Setting service parameter.Chapter 5 Call Pickup Configuring Call Pickup Features Table 5-1 Call Pickup and Group Call Pickup Configuration Checklist (continued) Configuration Steps Step 4 Related Procedures and Topics Call Pickup Notification. Unified Communications Manager Administration Guide If the Auto Call Pickup Enabled service parameter is False. if needed. visual. This Service Parameters Configuration. Configuring Phone Button Templates. Configure the type of notification (audio. Cisco Unified Communications Manager Administration Guide Step 6 Assign the Standard User or Standard Feature softkey template to the phone that will be using the Pickup (PickUp) and Group Call Pickup (GPickUp) softkeys. Cisco Unified Communications Manager Administration Guide Assigning Softkey Templates to IP Phones. Cisco value True. Configure the notification timer in the Call Pickup Group Configuration window. This Unified Communications Manager parameter controls the time that a call takes to get restored if the Administration Guide call is picked up but not answered by using call pickup. Enter a value for the Pickup Locating Timer service parameter. and other group call pickup. Configure the audio alert setting for each phone in the Directory Number Configuration window. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 5-15 . enable Auto Call Pickup. the Auto Call Pickup Enabled service parameter by choosing the Service Parameters Configuration. Step 5 Add a call pickup or group call pickup button to the phone button templates. group Unified Communications Manager call pickup. page 5-10 Call Pickup Group Configuration Settings. Note Step 7 If you want automatic call answering for call pickup groups. Cisco value for the Call Pickup No Answer Timer service parameter. You only need to do this for Cisco IP Phones 12 SP. 12 SP+. Cisco Unified Communications Manager Administration Guide Configure the audio or visual. The default specifies False.

group Unified Communications Manager call pickup. and other group call pickup. Unified Communications Manager Administration Guide If the Auto Call Pickup Enabled service parameter is False. The default specifies False. This Unified Communications Manager parameter controls the time that a call takes to get restored if a call Administration Guide is picked up but not answered by other group call pickup. Configure Calling Search Space and TOD parameters for members Calling Search Space Configuration. Cisco parameter controls the time for call selection for call pickup. Unified Communications Manager Administration Guide Time-of-Day Routing. Auto Call Pickup. enable the Auto Call Pickup Enabled service parameter by entering Service Parameters Configuration. This Service Parameters Configuration. Cisco of the associated groups to your group. page 5-8. Cisco Unified Communications Manager System Guide Time Schedule Configuration. The list can include up to 10 groups. page 5-27 Configure a list of associated groups that can be chosen from all pickup groups. Cisco the value True. Enter a value for the service parameter Pickup Locating Timer. enter a Service Parameters Configuration. Cisco value for the Call Pickup No Answer Timer service parameter.Chapter 5 Configuring Call Pickup Features Call Pickup Other Group Pickup Configuration Checklist Table 5-2 provides a checklist to configure other group pickup. Cisco Unified Communications Manager Administration Guide Time Period Configuration. Table 5-2 Other Group Pickup Configuration Checklist Configuration Steps Step 1 Step 2 Related Procedures and Topics Defining a Pickup Group for Other Group Pickup. Cisco Unified Communications Manager Administration Guide Step 3 If you want automatic call answering for other group call pickup. Administration Guide Step 4 Step 5 Cisco Unified Communications Manager Features and Services Guide 5-16 OL-15410-01 .

Choose the desired softkey template. Note Step 7 Notify users that the Other Group Pickup feature is available. Choose On Hook or Off Hook call states. modify and add the Standard User or Standard Feature softkey template to the phone. To restrict calls to be picked up by a phone within only its own group. Modify the template to include the OPickUp softkey with the following steps. • • • • • Choose Device > Device Settings > Softkey Template in Cisco Unified Communications Manager Administration. Click the right arrow to move the OPickUp softkey to the Selected Softkeys box. deny the OPickUp softkey in the softkey template.Chapter 5 Call Pickup Configuring Call Pickup Features Table 5-2 Other Group Pickup Configuration Checklist (continued) Configuration Steps Step 6 Related Procedures and Topics Assigning Softkey Templates to IP Phones. Choose OPickUp in the Unselected Softkeys box. Additional Information See the “Related Topics” section on page 5-28. Cisco Unified Communications Manager Administration Guide To configure the Other Group Pickup (OPickUp) softkey for the phone. Refer to the phone documentation for instructions on how users access the Other Group Pickup feature on their Cisco Unified IP Phone. Choose the Softkey Layout Configuration link. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 5-17 .

group Unified Communications Manager call pickup. Configure Calling Search Space and TOD parameters for members Calling Search Space Configuration. enter a Service Parameters Configuration. Unified Communications Manager Administration Guide If the Auto Call Pickup Enabled service parameter is False. Administration Guide Step 4 Step 5 Cisco Unified Communications Manager Features and Services Guide 5-18 OL-15410-01 . This Service Parameters Configuration. The list can include up to 10 groups. This Unified Communications Manager parameter controls the time that a call takes to get restored if a call Administration Guide is picked up but not answered by directed call pickup. Enter a value for the service parameter Pickup Locating Timer. Cisco Unified Communications Manager Administration Guide Step 3 If you want automatic call answering for directed call pickup. Auto Call Pickup. The default specifies False. Cisco the value True. Table 5-3 Directed Call Pickup Configuration Checklist Configuration Steps Step 1 Step 2 Related Procedures and Topics Defining a Pickup Group for Other Group Pickup. Cisco parameter controls the time for call selection for call pickup. page 5-27 Configure a list of associated groups that can be chosen from all pickup groups. enable the Auto Call Pickup Enabled service parameter by entering Service Parameters Configuration. Cisco of the associated groups to your group. and other group call pickup.Chapter 5 Configuring Call Pickup Features Call Pickup Directed Call Pickup Configuration Checklist Table 5-3 provides a checklist to configure other group pickup. Cisco value for the Call Pickup No Answer Timer service parameter. page 5-8. Unified Communications Manager Administration Guide Time-of-Day Routing. Cisco Unified Communications Manager Administration Guide Time Period Configuration. Cisco Unified Communications Manager System Guide Time Schedule Configuration.

Chapter 5 Call Pickup Configuring Call Pickup Features Table 5-3 Directed Call Pickup Configuration Checklist (continued) Configuration Steps Step 6 Related Procedures and Topics Assigning Softkey Templates to IP Phones. Choose the Softkey Layout Configuration link. Choose the desired softkey template. Cisco Unified Communications Manager Administration Guide To configure the Group Call Pickup (GPickUp) softkey for the phone. Note Step 7 Notify users that the Directed Call Pickup feature is available. modify and add the Standard User or Standard Feature softkey template to the phone. To restrict calls to be picked up by phones only within its own group. deny the GPickUp softkey in the softkey template. Choose GPickUp in the Unselected Softkeys box. Refer to the phone documentation for instructions on how users access the Directed Call Pickup feature on their Cisco Unified IP Phone. Click the right arrow to move the GPickUp softkey to the Selected Softkeys box. • • • • • Choose Device > Device Settings > Softkey Template in Cisco Unified Communications Manager Administration. Choose On Hook or Off Hook call states. Modify the template to include the GPickUp softkey with the following steps. Additional Information See the “Related Topics” section on page 5-28. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 5-19 .

Directory Number Configuration Settings. Note Step 3 Add the BLF SD button to the phone device that will be used to pick Cisco Unified IP Phone Configuration. You do not always need to create another call pickup group. Table 5-4 BLF Call Pickup Configuration Checklist Configuration Steps Step 1 Step 2 Related procedures and topics Configure a call pickup group for the BLF DN. select a directory Cisco Unified IP Phone Configuration. name and number are unique. up calls from the BLF DN. If the check box is not checked. A pickup group can have itself as its association group. add the DN that is Directory Number Configuration Settings. you can use the BLF SD button only for BLF speed dial. page 5-23 Create another call pickup group and associate it to the call pickup Configuring a Call Pickup Group. Step 5 In the Directory Number Configuration window. • • Only directory numbers that are assigned to a call pickup group can use the BLF Call Pickup feature. number as the BLF DN to be monitored by the BLF SD button. If partitions are used with call pickup numbers. Use Cisco Unified Communications Manager the Call Pickup check box to enable the pickup feature that is Administration Guide associated with the BLF SD button. This represents the call pickup initiator. group that was created in Step 1. Administration Guide Note The pickup group for the BLF DN should belong to the association groups for the initiator. The pickup group created in Step 2 must include the pickup group created in Step 1 in its set of association groups. make sure that the directory numbers that are assigned to the call pickup group have a calling search space that includes the appropriate partitions. Make sure that the Configuring a Call Pickup Group. you can use the BLF SD button for BLF call pickup and BLF speed dial. Cisco Unified Communications Manager Administration Guide In the BLF Speed dial Configuration window.Chapter 5 Configuring Call Pickup Features Call Pickup BLF Call Pickup Configuration Checklist Table 5-4 provides a checklist to configure BLF call pickup. used as the BLF call pickup initiator to the call pickup group that Cisco Unified Communications Manager was created in Step 2. Cisco Unified Communications Manager Administration Guide Step 6 In the Directory Number Configuration window. add the BLF DN to the call pickup group that was created in Step 1. You can associate a call pickup page 5-23 group to multiple BLF DN call pickup groups. Note Step 4 If the check box is checked. Cisco Unified Communications Manager Features and Services Guide 5-20 OL-15410-01 .

Notify users that the Call Pickup feature is available. who initiates a pickup request. Each service parameter includes a default and requires no special configuration.Chapter 5 Call Pickup Configuring Call Pickup Features Table 5-4 BLF Call Pickup Configuration Checklist (continued) Configuration Steps Step 7 Related procedures and topics (Optional) In the Service Parameter Configuration window. Cisco the following fields to activate BLF call pickup audio alerting for Unified Communications Manager the cluster: Administration Guide • • BLF Pickup Audio Alert Setting of Idle Station BLF Pickup Audio Alert Setting of Busy Station Cisco Unified IP Phone Configuration. Cisco Unified Communications Manager Administration Guide Step 8 (Optional) In the Phone Configuration window. in seconds. in seconds. and Call Pickup No Answer Timer. • • Auto Call Pickup Enabled—Default specifies False. use Enterprise Parameters Configuration. choose System > Service Parameters. otherwise. This parameter determines whether the auto call pickup feature is enabled. Cisco the enterprise parameter Cisco Support Use 1 to allow/disallow a Unified Communications Manager hunt pilot number to be added into a call pickup group. enable Service Parameters Configuration. Call Pickup Locating Timer—Default specifies 1 second. decides not to pick up the call. Setting the Service Parameters for Call Pickup Cisco Unified Communications Manager provides three clusterwide service parameters for call pickup features: Auto Call Pickup Enabled. • Note To set the timers. enable the following fields to activate BLF call pickup audio alerting for the BLF call pickup initiator: • • BLF Audio Alert Setting (Phone Idle) BLF Audio Alert (Phone Busy) Step 9 (Optional) In the Enterprise Parameters Configuration window. and update the fields in the Clusterwide Parameters (Feature-Call Pickup) pane. Step 10 Additional Information See the “Related Topics” section on page 5-28. Call Pickup No Answer Timer—Default specifies 12 seconds. a hunt pilot number cannot get added into a call pickup group. This required parameter specifies the maximum time. set the field to True. To enable this capability. Call Pickup Locating Timer. choose the Advanced icon or click the Advanced button. to wait before restoring the original call if a user. Refer to the phone documentation for instructions on how users access the Call Pickup feature on their Cisco Unified IP Phone. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 5-21 . Use Administration Guide CSCsb42763 to allow a hunt pilot number to be added into a call pickup group. for a pickup to wait to get all alerting calls in the pickup groups from all of the nodes in the cluster. This service parameter specifies the maximum time.

Chapter 5 Configuring Call Pickup Groups Call Pickup Additional Information See the “Related Topics” section on page 5-28. ensure the dialog box is empty. Procedure Step 1 Note Choose Call Routing > Call Pickup Group. if applicable. When you add criteria. To filter or search records. page 5-23 Deleting a Call Pickup Group. the system searches for a record that matches all criteria that you specify. The Find and List Call Pickup Groups window displays. go to Step 3. Cisco Unified Communications Manager Administration retains your call pickup group search preferences until you modify your search or close the browser. If you navigate to other menu items and return to this menu item. Specify the appropriate search text. Cisco Unified Communications Manager Administration retains your call pickup group search preferences. From the second drop-down list box. To remove criteria. Cisco Unified Communications Manager Features and Services Guide 5-22 OL-15410-01 . click the – button to remove the last added criteria or click the Clear Filter button to remove all added search criteria. page 5-27 Assigning a Call Pickup Group to Directory Numbers. Note Step 3 Click Find. Configuring Call Pickup Groups This section contains the following information: • • • • • • Configuring Call Pickup Groups. choose a search parameter. During your work in a browser session. page 5-27 Additional Information See the “Related Topics” section on page 5-28. choose a search pattern. click the + button. page 5-23 Call Pickup Group Configuration Settings. • • • Step 2 From the first drop-down list box. page 5-22 Configuring a Call Pickup Group. page 5-26 Defining a Pickup Group for Other Group Pickup. Cisco Unified Communications Manager lets you locate call pickup groups on the basis of specific criteria. Finding a Call Pickup Group Because you may have several call pickup groups in your network. To add additional search criteria. To find all records in the database. Use the following procedure to locate call pickup groups.

click Save. You can delete multiple records from the database by checking the check boxes next to the appropriate record and clicking Delete Selected. Note Step 4 From the list of records that display. if available. Additional Information See the “Related Topics” section on page 5-28. use the procedure in the “Configuring Call Pickup Groups” section on page 5-22 to locate the call pickup group. Additional Information See the “Related Topics” section on page 5-28. Configuring a Call Pickup Group This section describes how to add. Procedure Step 1 Step 2 Choose Call Routing > Call Pickup Group. Call Pickup Group Configuration Settings Table 5-5 describes the call pickup group configuration settings. Note The window displays the item that you choose.Chapter 5 Call Pickup Configuring Call Pickup Groups All or matching records display. The Call Pickup Group Configuration window displays. To update a Call Pickup Group. click the up or down arrow. use the procedure in the “Configuring Call Pickup Groups” section on page 5-22 to locate the call pickup group. To save the new or changed call pickup groups in the database. click Add New. click the link for the record that you want to view. Perform one of the following tasks: • • • To add a new Call Pickup Group. Step 3 Step 4 Enter or update the appropriate settings as described in Table 5-5. To copy a Call Pickup Group. You can change the number of items that display on each page by choosing a different value from the Rows per Page drop-down list box. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 5-23 . To reverse the sort order. and update a single call pickup group. For related procedures. You can delete all configurable records for this selection by clicking Select All and then clicking Delete Selected. Click the Copy icon. in the list header. see the “Related Topics” section on page 5-28. copy.

Note Call Pickup Group Notification Settings Call Pickup Group Notification Policy From the drop-down list box. Enter a description for the call pickup group (for example. You can configure the number of partitions that display in this drop-down list box by using the Max List Box Items enterprise parameter. choose <None> for the partition.Chapter 5 Configuring Call Pickup Groups Call Pickup Table 5-5 Call Pickup Group Configuration Settings Field Call Pickup Group Information Call Pickup Group Name Description Enter up to 100 alphanumeric characters. If you do not want to restrict access to the call pickup group. Operations Department Group Pickup). Operations. Make sure that the combination of call pickup group number and partition is unique within the Cisco Unified Communications Manager cluster. choose the desired partition from the drop-down list box. The pickup group name associates with the pickup group number. choose one of the following notification types: • • • • No Alert Audio Alert Visual Alert Audio and Visual Alert Call Pickup Group Notification Timer (seconds) Enter the seconds of delay (integer in the range of 1 to 300) between the time that the call first comes into the original called party and the time that the notification to the rest of the call pickup group is to occur. If more partitions exist than the Max List Box Items enterprise parameter specifies. Enter a unique directory number (integers) for the call pickup group that you want to add. If you want to use a partition to restrict access to the call pickup group. Click the Find button to display the Find and List Partitions window. Find and choose a partition name by using the Finding a Partition procedure in the Cisco Unified Communications Manager Administration Guide. Cisco Unified Communications Manager Features and Services Guide 5-24 OL-15410-01 . choose System > Enterprise Parameters and choose CCMAdmin Parameters. the Find button displays next to the drop-down list box. Note Call Pickup Group Number Description Partition To set the maximum list box items. For example. You can choose a pickup group by the pickup group name.

when a user activates call pickup. You can avoid this mismatch by using visual notification without displaying calling or called party information.Chapter 5 Call Pickup Configuring Call Pickup Groups Table 5-5 Call Pickup Group Configuration Settings (continued) Field Calling Party Information Description Check the check box if you want the visual notification message to the call pickup group to include identification of the calling party. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 5-25 . only the first 11 characters of each display. the system does not limit the number of characters in this way. the system does not limit the number of characters in this way. even if that visual alert does not currently display on the phone. However. a generic message reading. the first 23 characters display. You can avoid this mismatch by using visual notification without displaying calling or called party information. when the display name contains a feature tag without an associated number (such as Conference -> Alice). If you choose to display only one or the other. see the “Auto Call Pickup” section on page 5-8 for more information. With this configuration. a generic message reading. “Call(s) available for Pickup” displays. When a user activates call pickup. The system only makes this setting available when the Call Pickup Group Notification Policy is set to Visual Alert or Audio and Visual Alert. The user can obtain the caller identification if Auto Call Pickup (AutoCallPickupEnabled service parameter) is disabled. However. Note Call Information Display For Call Pickup Group Notification In the case of multiple active notification alerts. “Call(s) available for Pickup” displays. see the “Auto Call Pickup” section on page 5-8 for more information. the latest visual alert overwrites the previous ones. If you choose to display both Calling Party Information and Called Party Information. the user connects to the earliest that is call available for pickup. The system makes this setting available when the Call Pickup Group Notification Policy is set to Visual Alert or Audio and Visual Alert. Called Party Information Check the check box if you want the visual notification message to the call pickup group to include identification of the original called party. the latest visual alert overwrites the previous ones. The user can obtain the caller identification if Auto Call Pickup (AutoCallPickupEnabled service parameter) is disabled. only the first 11 characters of each display. the user connects to the earliest call that is available for pickup. the first 23 characters display. when the display name contains a feature tag without an associated number (such as Conference -> Alice). If you choose to display both Calling Party Information and Called Party Information. even if that visual alert does currently display on the phone. If you choose to display only one or the other. With this configuration. However. Note In the case of multiple active notification alerts.

you must reassign each of them to a new call pickup group. To see a list of the directory numbers that are using this call pickup group. the dependency records summary window displays a message. If the dependency records are not enabled for the system. Procedure Step 1 Step 2 Step 3 Locate the call pickup group by using the procedure in the “Configuring Call Pickup Groups” section on page 5-22. Click Delete. Use the Up and Down arrows above this box to move a call pickup group from this box to the Selected Call Pickup Groups box. Cisco Unified Communications Manager Features and Services Guide 5-26 OL-15410-01 . For details. This allows pickup of calls within your own group by using the OPickUp softkey. Before You Begin You cannot delete a call pickup group number that is assigned to a line or directory number. click the Dependency Records link. To enable call pickup again for those directory numbers. click Find. For more information about Dependency Records. Click the call pickup group that you want to delete. click Add to Associated Pickup Groups. To add a member to the associated call pickup group list in the Associated Pickup Group Information area. Click Reverse Order of Selected Numbers to reverse the order of the listings. then. use the Up and Down arrows on the right side of this box to move the listings. choose a DN/partition from this list. Enter the DN or part of the DN of the call pickup group that you want to find. Deleting a Call Pickup Group This section describes how to delete a call pickup group from the Cisco Unified Communications Manager database. then.Chapter 5 Configuring Call Pickup Groups Call Pickup Table 5-5 Call Pickup Group Configuration Settings (continued) Field Partition Call Pickup Group Numbers Contain Available Call Pickup Groups Description See Partition in Call Pickup Group Information in this table. see the “Assigning a Call Pickup Group to Directory Numbers” section on page 5-27. see the “Accessing Dependency Records” section in the Cisco Unified Communications Manager Administration Guide. Associated Call Pickup Group Information—Find Pickup Numbers by Numbers/Partition Associated Call Pickup Group Information—Current Associated Call Pickup Groups Selected Call Pickup Groups To change order of the Call Pickup Groups listings. Removed Call Pickup Groups Additional Information See the “Related Topics” section on page 5-28. The group that is being configured automatically gets added to the list of Current Associated Call Pickup Groups. Use the Up and Down arrows below this box to move a call pickup group from this box to the Removed Call Pickup Groups box.

In the Call Pickup Group Configuration window. Click Save. Step 3 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 5-27 . BLF call pickup. Additional Information See the “Related Topics” section on page 5-28. A list of phones or directory numbers that match the search criteria displays.Chapter 5 Call Pickup Configuring Call Pickup Groups The call pickup group no longer displays in the Call Pickup Group Find/List window. Procedure Step 1 Step 2 Step 3 Step 4 Locate your group by using the procedure in the “Configuring Call Pickup Groups” section on page 5-22. Assigning a Call Pickup Group to Directory Numbers This section describes how to assign a call pickup group to a directory number. you must create the call pickup group as described in the “Configuring a Call Pickup Group” section on page 5-23. Choose the phone or directory number to which you want to assign a call pickup group. Procedure Step 1 Step 2 Choose Device > Phone or Call Routing > Directory Number. Only directory numbers that are assigned to a call pickup group can use call pickup. Before You Begin Before you can assign a call pickup group to a directory number. You can organize the list in the Call Pickup Group Configuration window as described in Table 5-1. Defining a Pickup Group for Other Group Pickup This section describes how to associate a call pickup group to your group for answering incoming calls for this associated group. Enter information in the appropriate fields as described in Table 5-5. You can associate up to 10 call pickup groups with your group. group call pickup. scroll down to the Associated Call Pickup Group Information area. Additional Information See the “Related Topics” section on page 5-28. Enter the appropriate search criteria to find the phone or directory number that you want to assign to a call pickup group and click Find. and directed call pickup. other group pickup. The priority of answering calls for the associated groups goes from the first associated group to the last associated group on the associated group list.

page 5-3 Busy Lamp Field Call Pickup. page 5-16 Directed Call Pickup Configuration Checklist. page 5-10 Call Pickup Notification. page 5-23 Call Pickup Group Configuration Settings. page 5-22 Configuring a Call Pickup Group. page 5-14 Call Pickup and Group Call Pickup Configuration Checklist. choose the desired call pickup group. click Save. page 5-1 Introducing Call Pickup. choose the directory number to which the call pickup group will be assigned. page 5-21 Configuring Call Pickup Groups. Additional Information See the “Related Topics” section on page 5-28. page 5-2 Other Group Pickup. page 5-10 System Requirements for Call Pickup. page 5-27 Cisco Unified Communications Manager Features and Services Guide 5-28 OL-15410-01 . page 5-14 Other Group Pickup Configuration Checklist. proceed to Step 6. To save the changes in the database. page 5-8 Using Call Pickup Features with Partitions to Restrict Access. page 5-3 Directed Call Pickup. page 5-26 Defining a Pickup Group for Other Group Pickup. page 5-27 Assigning a Call Pickup Group to Directory Numbers. page 5-7 Auto Call Pickup. From the Call Pickup Group drop-down list box that displays in the Call Forward and Call Pickup Settings area. page 5-23 Deleting a Call Pickup Group. page 5-20 Setting the Service Parameters for Call Pickup. page 5-13 Configuring Call Pickup Features. page 5-11 Interactions and Restrictions. From the Association Information list on the Phone Configuration window. page 5-22 Finding a Call Pickup Group. page 5-2 Group Call Pickup. page 5-1 Call Pickup. Related Topics • • • • • • • • • • • • • • • • • • • • • • • • • • Call Pickup.Chapter 5 Related Topics Call Pickup Step 4 Step 5 Step 6 Step 7 If you are using the Directory Number Configuration window. page 5-18 BLF Call Pickup Configuration Checklist. page 5-11 Installing and Activating Call Pickup.

Cisco Unified Communications Manager Administration Guide Partition Configuration. Cisco Unified Communications Manager Administration Guide Time-of-Day Routing. Cisco Unified Communications Manager Administration Guide Cisco Unified IP Phone Administration Guide for Cisco Unified Communications Manager (all models) Cisco Unified IP Phone user documentation and release notes (all models) Cisco Unified Communications Manager Features and Services Guide OL-15410-01 5-29 .Chapter 5 Call Pickup Related Topics • • • • • • • • Directory Number Configuration. Cisco Unified Communications Manager Administration Guide Route Plan Report. Cisco Unified Communications Manager Administration Guide Cisco Unified IP Phone Configuration. Cisco Unified Communications Manager System Guide Softkey Template Configuration.

Chapter 5 Related Topics Call Pickup Cisco Unified Communications Manager Features and Services Guide 5-30 OL-15410-01 .

The following list defines several of the call throttling-related service parameters: • Code Yellow Entry Latency defines the maximum allowable delay. could result in a potential delay to dial tone (the interval users experience from going off hook until they receive dial tone). and the system exits throttling automatically when such conditions are alleviated. You can disable call throttling via the System Throttle Sample Size service parameter.CH A P T E R 6 Call Throttling and the Code Yellow State Call throttling allows Cisco Unified Communications Manager to automatically throttle (deny) new call attempts when it determines that various factors. Cisco Unified Communications Manager uses the values that are specified in the call-throttling-related parameters to evaluate the possibility of a delay to dial tone and also to determine when conditions no longer necessitate call throttling. This chapter provides the following information about call throttling: • • • Introducing Call Throttling. disk I/O limitations. If the calculated average expected delay is more than the value that is specified in this service parameter. page 6-1 Troubleshooting Call Throttling. and stops accepting new calls. low CPU availability to Cisco Unified Communications Manager. such as heavy call activity. to handle SDL messages that are sent to Cisco Unified Communications Manager by the various devices in the system as well as the wealth of internal messages that are received and sent by Cisco Unified Communications Manager for various activities such as KeepAlives. change notification. Cisco Unified Communications Manager enters a Code Yellow state. and new call attempts are throttled (denied). disk fragmentation or other such events. Cisco Unified Communications Manager enters a Code Yellow state to initiate call throttling. When throttling is necessary to prevent excessive delay to dial tone. page 6-2 Related Topics. routing loops. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 6-1 . but Cisco does not recommend disabling call throttling. and many more types of internal messaging. page 6-3 Introducing Call Throttling Call throttling occurs automatically when Cisco Unified Communications Manager determines such conditions to be present. See Service Parameters Configuration in the Cisco Unified Communications Manager Administration Guide for information on accessing and configuring service parameters. You can configure the parameters that are associated with entering and exiting call throttling through several service parameters in Cisco Unified Communications Manager Administration (System > Service Parameters) although Cisco does not advise modification of these parameters unless recommended by Cisco customer support. in milliseconds.

For example: Code Yellow Entry Latency service parameter value: 20 msec Code Yellow Exit Latency service parameter value: 40% Code Yellow Exit Latency value = 20 X 0. which indicates whether Cisco Unified Communications Manager has calculated a non-zero value for latency and helps you understand how busy the system is. • When delay to dial tone is calculated to be over the threshold that is configured in the call-throttling-related service parameters. Cisco Unified Communications Manager ceases throttling calls by exiting the Code Yellow state and new calls events are again allowed. Cisco Unified Communications Manager enters a Code Red state. which also produces a memory dump that may be helpful for analyzing the failure. When Cisco Unified Communications Manager enters a Code Red state.4 = 8 msec. Cisco Unified Communications Manager begins rejecting new calls. The basis for the value that you specify in this parameter comprises a formula that uses the value in the Code Yellow Entry Latency parameter. • Code Yellow Duration specifies the number of minutes that a Cisco Unified Communications Manager system can remain in a Code Yellow state (call throttling). may also receive a prompt on the phone display. Also. for example). Cisco Unified Communications Manager ensures that the average expected delay is less than the value of the Code Yellow exit latency. in seconds. the Cisco CallManager service restarts. which means Cisco Unified Communications Manager exits Code Yellow state if the calculated message latency drops to 8 msec or lower. To arrive at a percentage. but the length of delay between going off-hook and receiving dial tone is excessive enough to cause a reaction in the user (such as complaining to the system administrator or questioning whether the system is down or the phone is broken. System Throttle Sample Size indicates the size of the sample. Troubleshooting Call Throttling CCM/SDI and SDL trace files record call throttling events and can provide useful information. You can disable call throttling via this parameter. a user who attempts a new call will receive reorder tone and. that is used to calculate the average expected delay for Cisco Unified Communications Manager to handle an SDL message. For example. To get out of the Code Yellow state. which specifies the delay in milliseconds. When the delay to dial tone is within the guidelines of the call-throttling-related service parameters. consider the possible causes of a system overload. use the following formula: Code Yellow Entry Latency value multiplied by the Code Yellow Exit Latency value. depending on the phone model. When call throttling is engaged. Cisco Unified Communications Manager Features and Services Guide 6-2 OL-15410-01 . Frequent non-zero values in this counter could indicate a potential overload condition on the system. Cisco Unified Communications Manager uses a complex algorithm to constantly monitor the system to anticipate when such latency could occur.Chapter 6 Troubleshooting Call Throttling Call Throttling and the Code Yellow State • Code Yellow Exit Latency Calculation determines the acceptable percentage of Code Yellow Entry Latency to specify exit criteria for leaving the Code Yellow state (Code Yellow exit latency) when Cisco Unified Communications Manager has initiated call throttling. The Cisco CallManager System Performance object (viewable in the Cisco Unified Real-Time Monitoring Tool) includes a counter called ThrottlingSampleActivity. a sample size of 10 means that Cisco Unified Communications Manager must calculate a non-zero latency value for 10 consecutive seconds before it will calculate the average expected delay and compare it to the value in the CodeYellow Entry Latency parameter. which indicates that Cisco Unified Communications Manager has remained in a Code Yellow state for an extended period and cannot recover. you generally will require performance monitoring data for debugging. If this duration is met and the system is still in Code Yellow state. To try to circumvent the possibility of a Code Yellow event. Call throttling effectively avoids the problem in which a user tries to place a new call.

routing loops. and begin to investigate those possibilities. disk fragmentation or other such events. TAC will likely request these trace files for closer examination.Chapter 6 Call Throttling and the Code Yellow State Related Topics such as heavy call activity. Generally. Cisco Unified Communications Manager Administration Guide Cisco Unified Communications Manager Features and Services Guide OL-15410-01 6-3 . low CPU availability to Cisco Unified Communications Manager. disk I/O limitations. repeated call throttling events require assistance from the Cisco Technical Assistance Center (TAC). Related Topics • Service Parameters Configuration.

Chapter 6 Related Topics Call Throttling and the Code Yellow State Cisco Unified Communications Manager Features and Services Guide 6-4 OL-15410-01 .

so the appropriate calling number presentation displays on the phone. calling party normalization enhances the dialing capabilities of some phones and improves call back functionality when a call is routed to multiple geographical locations. In addition. the feature ensures that the called party can return a call without needing to modify the directory number in the call log directories on the phone. page 7-1 Globalizing the Calling Party Number. it allows Cisco Unified Communications Manager to distinguish the origin of the call to globalize or localize the calling party number for the phone user. page 7-22 Related Topics. page 7-11 Providing Information to End Users. page 7-2 Localizing the Calling Party Number.164 standards. page 7-4 Mapping the Global Party Calling Number to Its Local Variant. page 7-11 Configuration Checklist for Calling Party Normalization. page 7-7 Interactions and Restrictions. page 7-7 Installing and Activating Calling Party Normalization. page 7-22 Introducing Calling Party Normalization In line with E.CH A P T E R 7 Calling Party Normalization This chapter provides the following information about calling party normalization: • • • • • • • • • • • Introducing Calling Party Normalization. calling party normalization allows you to globalize and localize phone numbers. that is. Configuring calling party normalization alleviates issues with toll bypass where the call is routed to multiple locations over the IP WAN. page 7-2 Localizing the Calling Party Number. page 7-4 Mapping the Global Party Calling Number to Its Local Variant. Additionally. page 7-6 System Requirements. This section contains information on the following topics: • • • Tip Globalizing the Calling Party Number. page 7-11 Configuring Calling Party Normalization. page 7-6 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 7-1 .

for example. international access codes. translation patterns. if the call comes from a caller in Frankfurt to an enterprise gateway in Hamburg. calling party transformation patterns. the phone shows the localized calling party on the phone screen and in the call log directories on the phone. If a phone supports calling party normalization. country codes. for both called and calling parties to ensure that Cisco Unified Communications Manager stamps the number type during various stages of incoming and outgoing calls. see the “Using the International Escape Character +” in the Cisco Unified Communications Manager System Guide. these phones show both the globalized and localized calling party number in the Call Details. Cisco Unified Communications Manager allows you to configure prefixes for required access codes. escape codes. in the calling party number. You can configure the Calling Party Number Type setting for various patterns. as the “Mapping the Global Party Calling Number to Its Local Variant” section on page 7-6 describes. if the call comes from a caller in Hamburg to an enterprise gateway in Hamburg. based on the calling party number type that the PSTN provides. and route patterns. For example. the call arrives to Cisco Unified Communications Manager with calling party number 69XXXXXXX with number type of Subscriber. Depending on your configuration for globalizing and localizing the calling party number. to the calling party number. subscriber. the phone user may see a localized number. To ensure that the phone user does not need to edit the call log directory entry on the phone before placing a call. page 7-2 Configuration Windows in Cisco Unified Communications Manager Administration for Globalizing the Calling Party Number. international. a globalized number with access codes and prefixes. page 7-3 Globalization of the Calling Party Number Description To globalize the calling party number for calls that get routed to multiple geographical locations.Chapter 7 Introducing Calling Party Normalization Calling Party Normalization Globalizing the Calling Party Number Tip This section does not describe the international escape character. the call arrives to Cisco Unified Communications Manager with caller party number 69XXXXXXX with number type of National. and so on. +. The calling party number type that the PSTN provides determines whether the incoming call arrives from the PSTN as a national. and so on. or unknown call. In addition. you can use route patterns and called party transformation patterns to route the call correctly. If a phone does not support calling party normalization. However. This section contains information on the following topics: • • Globalization of the Calling Party Number Description. Configuring the Calling Party Number Type setting and prefixes in Cisco Unified Communications Manager Administration allows Cisco Unified Communications Manager to reformat the calling party number from the PSTN-localized version to the globally dialable version by prefixing required access codes. +. the call gets routed as expected to its destination. the phone can show the localized calling party number on the phone screen and the globalized number in the call log directories on the phone. Cisco Unified Communications Manager Features and Services Guide 7-2 OL-15410-01 . For information on the international escape character. After Cisco Unified Communications Manager globalizes the calling party number. and/or the international escape character. which you can configure for globalizing the calling party number. map the global calling party number to its local variant to route calls to the correct gateway.

to enter the default value for all incoming calling party settings at the same time. MGCP (T1-PRI/BRI). if you have a gateway in RTP and an incoming call arrives with caller ID 555 1212. Cisco Unified Communications Manager applies the device pool configuration for the incoming calling party number prefix to the device. Cisco Unified Communications Manager applies service parameter configuration for the incoming calling party number prefix to the device. To globalize calling party numbers for incoming calls. for example. and MGCP (E1-PRI/BRI) gateways. before reaching its final destination. to delete the prefixes in all incoming calling party settings at the same time. If the word. For example.323. see Table 7-7. which uses area code 214. Incoming Calling Party International Number Prefix. configure the prefix settings for each gateway in the Gateway Configuration window. and Incoming Calling Party Unknown Number Prefix. The following fields display in the windows. displays in the field. to delete the prefixes in all incoming calling party settings at the same time. you want to prefix the caller ID with 919 to yield 9195551212. unless noted in Table 7-1: Incoming Calling Party National Number Prefix. If the word. in Dallas. click Default Prefix Settings. click Clear Prefix Settings. Gateway You can configure prefixes for H. Table 7-1 Calling Party Normalization Prefix Configuration Configuration Window Considerations Device Pool You can configure prefixes in the device pool.Chapter 7 Calling Party Normalization Introducing Calling Party Normalization Configuration Windows in Cisco Unified Communications Manager Administration for Globalizing the Calling Party Number Table 7-1 lists the configuration windows in Cisco Unified Communications Manager Administration where you can configure prefixes for globalizing the calling party number. you want 91214 to display for the prefix instead of 91919. If you have gateways in multiple geographical locations. click Clear Prefix Settings. to enter the default value for all incoming calling party settings at the same time. Incoming Calling Party Subscriber Number Prefix. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 7-3 . which support digital gateways or trunks. displays in the field. In the Device Pool Configuration window. you must configure the prefixes for gateways that handle incoming calls. For information on these fields. Default. if the call routes to another gateway. Default. However. In the Gateway Configuration window. click Default Prefix Settings.

You configure calling party transformation patterns to provide context-sensitive modifications to a calling party. be aware that all H. and so on. to enter the default value for all incoming calling party settings at the same time. for example. Incoming Calling Party National Number Prefix.323. you can configure the prefix service parameters. Cisco Unified Communications Manager applies the device pool configuration for the incoming calling party number prefix to the device. and SIP (Unknown only for SIP) in the Service Parameters Configuration window. each display for the phone.323. displays in the field. To present the shortest recognizable number on the phone. If you have a single H.323 gateways that you configure in Cisco Unified Communications Manager Administration use the configuration from the service parameter unless you configure the prefix settings for a particular gateway in the Gateway Configuration window. not for routing purposes. Default. which support the Cisco CallManager service. In the Trunk Configuration window. so the number displays on the phone as the end user expects it to display. MGCP. Service Parameter The prefix service parameters. H. or MGCP (E1-PRI/BRI) gateway in your network. click Clear Prefix Settings. international access codes. you can configure the calling party transformation pattern to strip digits or add digits to the calling party number. Cisco Unified Communications Manager allows you to configure calling party transformation patterns. for the particular gateway type in the Service Parameter Configuration window. you can strip unnecessary country codes. that is. depending on the locations of the caller and the called parties. MGCP (T1-PRI/BRI). H. Localizing the Calling Party Number For the final presentation of the calling party number. Incoming Calling Party Subscriber Number Prefix. If you configure the prefix service parameters for a particular gateway type. SIP trunks only support the Incoming Calling Party Unknown Number Prefix setting. and Incoming Calling Party Unknown Number Prefix. Incoming Calling Party International Number Prefix.323. to delete the prefixes in all incoming calling party settings at the same time.Chapter 7 Introducing Calling Party Normalization Calling Party Normalization Table 7-1 Calling Party Normalization Prefix Configuration (continued) Configuration Window Considerations Trunk You can configure prefixes for all trunk types. Tip Cisco Unified Communications Manager Features and Services Guide 7-4 OL-15410-01 . click Default Prefix Settings. If the word.

These transformation patterns. Transformation Pattern 1 does not match. Number Type of National with +49 prefix. To globalize the calling party number in Example 7-1 before localizing the number. 000. If the caller is from Frankfurt. all the patterns in Table 7-2 match the provided dial string. The incoming call over the PSTN in Hamburg gets globalized as +49 40 69XXXXXXX. 49. and then prefix 00 to the calling party number. 40. as shown in Table 7-2: Table 7-2 Calling Party Transformation Patterns (Example) Calling Party Transformation Pattern 1 4940. After the administrator configures the gateway. the administrator can configure the incoming gateway in Hamburg with the following information: Number Type of Subscriber with +4940 prefix.! discard Predot prefix 00 National Calling Party Transformation Pattern 3 .Chapter 7 Calling Party Normalization Introducing Calling Party Normalization Example 7-1 shows how an administrator configured transformation patterns to localize a globalized calling party number. So. strip the German country code. +494069XXXXXXX changes to 0069XXXXXXX. but the administrator has configured multiple transformation patterns to localize the calling party number before it reaches the desk phone of the called party in Hamburg. a call occurs between two parties in Hamburg. however. Transformation Pattern 2 indicates that the system needs to strip the + and the German country code. For example. and add the prefix 0 to the calling party number. +. but Transformation Patterns 2 and 3 match. Example 7-1 Localizing the Calling Party Presentation Tip You can globalize the calling party number before localizing the number. for a long-distance call from Frankfurt to Hamburg. he configures the transformation patterns in Table 7-2.! (Pattern Setting) discard Predot (Discard Digits Instructions Setting) prefix 0 (Prefix Digits Setting) Subscriber (Calling Party Number Type Setting) Calling Party Transformation Pattern 2 49. which use closest match routing to strip unnecessary digits. contain the configuration. 49. So. indicates that if the call is from Germany and from Hamburg. Transformation Pattern 1. and prefixes the German international code. Transformation Pattern 3 works because Cisco Unified Communications Manager strips the international escape character. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 7-5 . If the caller is international. Representing the best match. when both parties in a call are in Hamburg.! discard Predot prefix 000 International By using digit analysis matching semantics. which constitutes the closest match for a call within Hamburg. and the Hamburg city code. Number Type of International with + prefix. to the calling party number. +494069XXXXXXX changes to 069XXXXXXX.

the device uses the Calling Party Transformation CSS in the device pool. In Cisco Unified Communications Manager Administration. Mapping the Global Party Calling Number to Its Local Variant To ensure that the phone user does not need to edit the call log directory entry on the phone before placing a call. If you configure the Calling Party Transformation CSS as None. If you want to do so. you must configure the Calling Party Transformation CSS (calling search space) and assign it to the device. Before the call occurs. as Example 7-2 describes. CTI route points. map the global calling party number to its local variant to route calls to the correct gateway. when you assign the device pool to the device.! Configured for local Hamburg callers that call by using a globalized calling party number. the device must apply the transformation by using digit analysis. Example 7-2 Mapping the Global Calling Party Number to Its Local Variant A Cisco Unified IP Phone in Hamburg (Phone Q) receives calls over the Hamburg or Frankfurt PSTN from different localized and globalized calling party numbers. that is. The Calling Party Transformation CSS does not apply to T1-CAS and FXO ports on the gateway. you configure the route patterns in Table 7-3 in the Route Patterns Configuration window (Call Routing > Route/Hunt > Route Patterns). remote destination profiles.Chapter 7 Introducing Calling Party Normalization Calling Party Normalization Tip All phone device types.! Configured for local Hamburg callers that dial by using a localized calling party number. you can use route patterns and called party transformation patterns to route the call correctly. discard Predot Cisco Unified Communications Manager Features and Services Guide 7-6 OL-15410-01 . Table 7-3 Mapping the Global Calling Party Number to Its Local Variant (Example) Route Pattern Route Pattern 1 Configuration for Route Pattern Setting 4940. and trunks in Cisco Unified Communications Manager Administration localize the calling party number for themselves. Configuration for Discard Digits Setting discard Predot Route Pattern 2 0. to ensure that the device can localize the calling party number. Ensure that you configure the Calling Party Transformation Pattern in a non-null partition that is not used for routing. the transformation does not match and does not get applied. you can associate the route patterns in Table 7-3 to the calling search space in the Phone Configuration window for Phone Q. To ensure that the phone user for the Phone Q does not need to edit the call log directory entry on the phone to return the call. you can choose the Calling Party Transformation CSS in the device pool. gateways. The Calling Party Transformation CSS takes on the attributes of the calling party transformation pattern. if you check the Use Device Pool Calling Party Transformation CSS check box in the device configuration window. which you assign to the partition where the Calling Party Transformation CSS exists.

0.0!. and sends the relevant digits.Chapter 7 Calling Party Normalization System Requirements Table 7-3 Mapping the Global Calling Party Number to Its Local Variant (Example) (continued) Route Pattern Route Pattern 3 Configuration for Route Pattern Setting 0. Configuration for Discard Digits Setting discard Predot Route Pattern 4 49. 0. Cisco Unified Communications Manager matches the pattern. 7970. 7971. 7965. and 7975 Interactions and Restrictions The following sections describe the interactions and restrictions for calling party normalization: • • Interactions. and sends the relevant digits. 49. 49. Cisco Unified Communications Manager matches the pattern.0! Configured for Germany callers that do not have a Hamburg directory number that is associated with their device. the calling party number +49406XXXXXXX displays on the phone screen for Phone Q. discard Predot When Phone Q in Example 7-2 receives a call from the Hamburg calling party number. these callers use a localized calling party number from Frankfurt or other cities in Germany.! Configured for German callers that do not have a Hamburg directory number that is associated with their device. 7911. Cisco Unified Communications Manager matches the pattern. page 7-8 Restrictions. and sends the relevant digits. routes the call to the correct gateway. page 7-10 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 7-7 . 7961.!. When Phone Q in Example 7-2 gets a call from the Frankfurt calling party number XXXXXXX via the PSTN. If the phone user for Phone Q returns the call by using the globalized calling party number. Cisco Unified Communications Manager matches the pattern. via the PSTN. 7962. If the phone user for Phone Q returns the call by using the localized calling party number. routes the call to the correct gateway.!. these callers use a globalized calling party number from Frankfurt or any other city in Germany. If the phone user for Phone Q returns the call by using the globalized calling party number. and the localized calling party number displays as 0069XXXXXXX. 69XXXXXXX.!.0 Cisco Unified IP Phones 7906. the globalized calling party number +4969XXXXXXX displays on the phone screen for Phone Q. and sends the relevant digits. If the phone user for Phone Q returns the call by using the localized calling party number. System Requirements The following system requirements apply to calling party normalization: • • Cisco Unified Communications Manager 7. routes the call to the correct gateway. 7931. routes the call to the correct gateway.

Phone C displays the calling party number for Phone A as 12345. page 7-9 Device Mobility. Cisco Unified Communications Manager Features and Services Guide 7-8 OL-15410-01 . so depending on the scenario. page 7-9 Cisco Unified Communications Manager CDR Analysis and Reporting. After the transfer completes. the globalized version or the localized version (or both) may display on the phone. Phone C displays the calling party number for Phone E as 972 500 6789. Depending on the hop for the call and the configuration of the gateway. Phone C displays the calling party number for Phone B as 972 500 4321. page 7-8 Calling Party Normalization for On Net Transferred Call Across a Gateway Phone A with extension 12345 and phone number of 972 500 2345 calls Phone B with extension 54321 and phone number 972 500 4321. not for mid-call updates. the caller information for Phone D displays as 500 1212/<Subscriber>. which describes how an incoming call via the PSTN gets forwarded to another geographic location. (Calling party normalization supports globalization and localization during call setup for each hop of the call. Globalization and localization of the call occur during call setup for each hop of the call. calling party number 12345 displays on Phone B. page 7-8 Bulk Administration Tool. when the call arrives on extension 54321. During the initiation of the transfer.Chapter 7 Interactions and Restrictions Calling Party Normalization Interactions The following sections describe how calling party normalization interacts with Cisco Unified Communications Manager features and applications: • • • • • • • Globalizing and Localizing Calling Party Numbers for Transferred Calls. which uses extension 7891 and phone number 972 500 6789. page 7-9 Call Detail Records. During the initiation of the transfer. Calling Party Normalization for Transferred Call Through an Incoming Gateway Via the PSTN in Dallas. a caller (Phone D) calls Phone E (Cisco Unified IP Phone). On the incoming Dallas gateway. page 7-8 Globalizing and Localizing Calling Party Numbers for Forwarded Calls. page 7-9 Globalizing and Localizing Calling Party Numbers for Transferred Calls The transfer feature relies on mid-call updates. that is. Phone B transfers the call to Phone C in San Jose through a San Jose gateway. Globalizing and Localizing Calling Party Numbers for Forwarded Calls Forwarded calls support globalized and localized calling party numbers. Phone C displays the calling party number for Phone D as +1 972 500 1212. see the following sections: • • Calling Party Normalization for On Net Transferred Call Across a Gateway. a transferred call may not support globalization and localization of the calling party number. See the following example. page 7-9 Cisco Extension Mobility. page 7-8 Calling Party Normalization for Transferred Call Through an Incoming Gateway.) For examples of how calling party normalization works for transferred calls. the calling party transformation and prefix configuration on the gateway. After the transfer completes. Phone E initiates a transfer to Phone C in San Jose across the San Jose gateway. Phone E displays +1 972 500 1212 for the globalized calling party number and 500 1212 for the localized calling party number for Phone D.

the localized calling party number for Phone F displays as 972 500 5555. Device Mobility The following example shows how calling party normalization works when you move a phone from its home location. DP_Dallas. On the incoming gateway in San Jose. the caller information for Phone F displays as 500 5555/<Subscriber>. the Calling Transform_Dallas CSS contains the DallasPhone and the CommonTransform partitions. via the PSTN in Dallas. that is. on Phone H in San Jose. A Cisco Unified IP Phone (Phone N) with home location in Dallas moves to San Jose.Chapter 7 Calling Party Normalization Interactions and Restrictions For example. a caller with Phone F calls Phone G (Cisco Unified IP Phone). which has forwarded all calls to Phone H (Cisco Unified IP Phone) in San Jose. Call Detail Records For information on how calling party normalization impacts call detail records (CDRs). which has Cisco Unified Communications Manager Features and Services Guide OL-15410-01 7-9 . On the outgoing gateway from Dallas to San Jose. refer to the Cisco Unified Communications Manager Bulk Administration Guide. the outgoing caller information for the Calling Party Transformation CSS comprises 972 500 5555/National. The roaming device in San Jose uses device pool. a phone user that is logged in to a Cisco Extension Mobility phone may see globalized or localized calling party numbers on the phone screen or in the call log directories on the phone. as supported with the Device Mobility feature in Cisco Unified Communications Manager. DP_SanJose. On the incoming Dallas gateway. and the globalized calling party number displays as +1 972 500 5555. refer to CDR Analysis and Reporting Administration Guide. Cisco Unified Communications Manager CDR Analysis and Reporting For information on how calling party normalization impacts Cisco Unified Communications Manager CDR Analysis and Reporting (CAR). the calling party number gets prefixed with +1 for the National number type. which has the Calling Party Transformation CSS as CallingTransform_Dallas. Cisco Extension Mobility Cisco Extension Mobility works as expected. The Cisco Unified IP Phone in Dallas uses device pool. Bulk Administration Tool For information on how calling party normalization relates to the Bulk Administration Tool. refer to the Cisco Unified Communications Manager Call Detail Records Administration Guide.

H. On the phone that is currently in Dallas. the calling party number displays as 1 972 500 1212. make sure that you configure the same Calling Party Transformation CSS for different devices that share the same line. On the incoming San Jose gateway. the calling party number displays as 9 400 2323. SIP trunks and MGCP gateways can support sending the international escape character. On the incoming Dallas gateway. On the incoming San Jose gateway. the calling party number number gets converted to the global format of + 1 408 500 1212. the calling party number gets converted to the global format of + 1 972 400 2323. a call comes via the PSTN from 972 500 1212 <National> in Dallas. a call comes via the PSTN from 400 2323 <Subscriber> from a seven-digit dialing area in Dallas. On the phone that currently is in San Jose. review the following restrictions: • The calling party number that displays for a shared line depends on the sequence of call control events in Cisco Unified Communications Manager. When the phone is in its home location in Dallas. a call comes via the PSTN from 500 1212 <Subscriber> from a seven-digit dialing area in San Jose. Restrictions Before you configure calling party normalization. On the incoming Dallas gateway. On the phone that currently is in San Jose. the CallingTransform_SJ CSS contains the SJPhone and the CommonTransform partitions. To avoid displaying an incorrect localized calling party number on a shared line.408! Partition—SJPhone Disregard Digits Instructions—Predot Prefix—9 Calling Party Number Type—Subscriber Pattern—1972. For outgoing calls through a gateway that does not support +. the calling party number gets converted to the global format of + 1 408 500 1212. When the phone is roaming in San Jose.@ Partition—CommonTransform Disregard Digits Instructions—Predot Calling Party Number Type—National Pattern—1. for calls. the calling party number displays as 1 408 500 1212.Chapter 7 Interactions and Restrictions Calling Party Normalization the Calling Party Transformation CSS as CallingTransform_SJ. When the phone is roaming in San Jose. On the phone that is currently in Dallas. For outgoing calls through a gateway that supports +. a call comes via the PSTN from 408 500 1212 <National> in San Jose.323 gateways do not support the +. Cisco Unified Communications Manager Administration contains the configuration in Table 7-4: Table 7-4 Globalizing and Localizing Calling Party Numbers with Device Mobility (Example) Calling Party Transformation Pattern 1 • • • • Calling Party Transformation Pattern 2 • • • • • Calling Party Transformation Pattern 3 • • • • • Pattern— . the calling party number displays as 9 500 1212. especially when the shared line occurs in different geographical locations. QSIG trunks do not attempt to send the +. • Cisco Unified Communications Manager Features and Services Guide 7-10 OL-15410-01 . the gateway strips the + when Cisco Unified Communications Manager sends the call information to the gateway. the calling party number gets converted to the global format of + 1 408 500 1212. +.! Partition—DallasPhone Discard Digits Instructions—Predot Prefix—9 Calling Party Number Type—Subscriber When the phone is in its home location in Dallas. Cisco Unified Communications Manager can send the + with the dialed digits to the gateway.

Table 7-5 Configuration Checklist for Calling Party Normalization Configuration Steps Step 1 Related Procedures and Topics • • • • Review the interactions and restrictions for this feature. activate the Cisco CallManager Cisco Unified Serviceability Administration service in Cisco Unified Serviceability. page 7-11 Setting the Service Parameters for Calling Party Normalization.0. Globalizing the Calling Party Number. the device must apply the transformation by using digit analysis. the transformation does not match and does not get applied. For localizing the calling party number. Ensure that you configure the Calling Party Transformation Pattern in a non-null partition that is not used for routing. The Calling Party Transformation CSS does not apply to T1-CAS and FXO ports on the gateway. page 7-10 Step 2 If you have not already done so. page 7-20 Configuration Checklist for Calling Party Normalization Table 7-5 lists the tasks that you perform to globalize and localize the calling party number. • Installing and Activating Calling Party Normalization After you install Cisco Unified Communications Manager 7. A QSIG configuration usually supports a uniform dial plan. Guide Cisco Unified Communications Manager Features and Services Guide OL-15410-01 7-11 . page 7-8 Restrictions. Transformation of numbers and prefixes may cause feature interaction issues if you have use QSIG. page 7-2 Localizing the Calling Party Number. you can configure calling party normalization. page 7-16 Applying the Calling Party Transformation CSS to Localize the Calling Party Number. so activate the Cisco CallManager service in Cisco Unified Serviceability before you configure calling party normalization. so calls through SIP trunks only support the Incoming Calling Party Unknown Number Prefix settings.Chapter 7 Calling Party Normalization Installing and Activating Calling Party Normalization • • • SIP does not support the number type. Calling party normalization service parameters support the Cisco CallManager service. Configuring Calling Party Normalization This section contains information on the following topics: • • • • Configuration Checklist for Calling Party Normalization. page 7-13 Configuring Prefixes to Globalize the Calling Party Number. If you configure the Calling Party Transformation CSS as None. page 7-4 Interactions.

323 gateways/trunks. and the CTI Route Point Configuration window. and so on. page 7-13 Globalizing the Calling Party Number. in the Calling Party Transformation Pattern Configuration window. Cisco (CSS) under Calling Routing > Class of Control > Calling Search Unified Communications Manager Space. for example. If you want the device to use the Calling Party Transformation CSS that is assigned to the device pool that the device uses. H. Tip Step 3 Step 4 Applying the Calling Party Transformation CSS to Localize the Calling Party Number. assign the partition that you associated with the calling party transformation CSS to the calling party transformation pattern. Choose Call Routing > Transformation Patterns > Calling Party Configuring a Calling Party Transformation Transformation Pattern to create the Calling Party Pattern. H. page 7-20 To choose the Calling Party Transformation CSS in the device configuration window. for example. SIP trunks.Chapter 7 Configuring Calling Party Normalization Calling Party Normalization Table 7-5 Configuration Checklist for Calling Party Normalization (continued) Configuration Steps Globalizing the Calling Party Number Step 3 Related Procedures and Topics • • If you want to do so. configure the Calling Party Number Type.323 Client Configuration. create the prefixes that you want to associate with these types of calls. subscriber. MGCP gateways. Configuring a Partition. Cisco Unified Communications Manager Features and Services Guide 7-12 OL-15410-01 . Phone Configuration. Choose the Calling Party Transformation CSS in the device configuration window. configure the Calling Party Transformation CSS setting (not the Calling Search Space setting). • • • Localizing the Calling Party Number Step 1 Create a partition for the calling party transformation pattern under Calling Routing > Class of Control > Calling Search Space. Globalizing the Calling Party Number. move the partition that you created for the calling party transformation pattern to the Available Partitions pane. international. page 7-2 Setting the Service Parameters for Calling Party Normalization. page 7-13 Configuring Prefixes to Globalize the Calling Party Number. Cisco Unified Communications Manager Administration Guide Step 2 Create the Calling Party Transformation calling search space Configuring a Calling Search Space. page 7-2 Configuring the Calling Party Number Type. Cisco Unified Communications Manager Administration Guide Transformation Pattern. phones. You create prefixes for device types. and unknown calls. in the Gateway Configuration. in the Calling Search Space Configuration window for the Administration Guide Calling Party Transformation CSS. page 7-16 Step 4 For national. check the Use the Device Pool Calling Party Transformation CSS.

If you configure the prefix service parameters for a particular gateway type.323 If the incoming prefix service parameters for H.MGCP Incoming Calling Party Subscriber Number Prefix . choose System > Service Parameters. which support the Cisco CallManager service.323 use the same prefix as the incoming prefix service parameters for the phone.H. the prefix gets used twice for the calling party.MGCP Tip If you have a single H. when the call terminates at the phone.Chapter 7 Calling Party Normalization Configuring Calling Party Normalization Setting the Service Parameters for Calling Party Normalization To locate the service parameters in Cisco Unified Communications Manager Administration.323 gateways that you configure in Cisco Unified Communications Manager Administration use the configuration from the service parameter unless you configure the prefix settings for a particular gateway in the Gateway Configuration window. For information on the service parameter. Tip Clusterwide Parameters (Device . right corner of the window. when the incoming call gets to the gateway and again. click Advanced.MGCP Incoming Calling Party Unknown Number Prefix . for the particular gateway type in the Service Parameter Configuration window. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 7-13 .H.SIP Configuring the Calling Party Number Type Configuring the Calling Party Number Type setting and prefixes in Cisco Unified Communications Manager Administration allows Cisco Unified Communications Manager to reformat the calling party number from the PSTN-localized version to the globally dialable version by prefixing required access codes. Clusterwide Parameters (Device .323 Incoming Calling Party International Number Prefix . and so on to the calling party number. You can configure the Calling Party Number Type setting for various patterns for both called and calling parties to ensure that Cisco Unified Communications Manager stamps the number type during various stages of incoming and outgoing calls.H323) • • • • Incoming Calling Party National Number Prefix . you can configure the prefix service parameters. choose the server and the Cisco CallManager service.323 Incoming Calling Party Subscriber Number Prefix . click the hyperlink for the service parameter name or the question mark that displays in the upper. first. be aware that all H.323 Incoming Calling Party Unknown Number Prefix . international access codes.MGCP Incoming Calling Party International Number Prefix .H. or MGCP (E1-PRI/BRI) gateway in your network. H.323. for example.SIP) Incoming Calling Party Unknown Number Prefix .H. MGCP (T1-PRI/BRI).PRI and MGCP Gateway) • • • • Incoming Calling Party National Number Prefix . Clusterwide Parameters (Device . After the parameters display.323.

Cisco Unified Communications Manager Features and Services Guide 7-14 OL-15410-01 . Hunt Pilot Configuration. Cisco Unified Communications Manager Administration Guide Table 7-6 describes the Calling Party Number Type setting that displays in Cisco Unified Communications Manager Administration. Cisco Unified Communications Manager Administration Guide Hunt Pilot Configuration. Route Pattern Configuration. • • • Route Pattern Configuration. and the Route List Detail Configuration windows in Cisco Unified Communications Manager Administration. Cisco Unified Communications Manager Administration Guide Configuring a Calling Party Transformation Pattern.Chapter 7 Configuring Calling Party Normalization Calling Party Normalization You configure the Calling Party Number Type setting in the Calling Party Transformation Pattern Configuration. Translation Pattern Configuration.

In the following windows in Cisco Unified Communications Manager Administration. your configuration for this field overwrites the Calling Party Number Type setting for the outgoing call through a particular gateway. To display the Route List Detail Configuration window. Choose one of the following options: • • • • • Cisco Unified Communications Manager—The Cisco Unified Communications Manager sets the directory number type. Subscriber—Use when you are dialing a subscriber by using a shortened subscriber number. If you can configure this setting and choose any other option except for Cisco Unified Communications Manager. Cisco Unified Communications Manager sets the calling directory number (DN) type. you can configure the Calling Party IE Number Type Unknown setting. Unknown—Choose when the dialing plan is unknown. Cisco recommends that you do not change the default value unless you have advanced experience with dialing plans such as NANP or the European dialing plan. the Add a Route Group button displays. click the Add a Route Group button. National—Use when you are dialing within the dialing plan for your country.Chapter 7 Calling Party Normalization Configuring Calling Party Normalization Table 7-6 Description for Calling Party Number Type Setting Description Calling Party Number Type Choose the format for the number type in calling party directory numbers.) Route Pattern Configuration—Calling Routing > Route/Hunt > Route Pattern Hunt Pilot Configuration—Calling Routing > Route/Hunt > Hunt Pilot Translation Pattern Configuration—Call Routing > Translation Pattern Calling Party Transformation Pattern Configuration—Call Routing > Transformation Pattern > Calling Party Transformation Pattern In the Gateway and Trunk Configuration window. You may need to change the default in Europe because Cisco Unified Communications Manager does not recognize European national dialing patterns. after you click Save. you can configure the Calling Party Number Type setting: • Route List Detail Configuration—Call Routing > Route/Hunt > Hunt List (Add the hunt list. • • • • Tip Cisco Unified Communications Manager Features and Services Guide OL-15410-01 7-15 . International—Use when you are dialing outside the dialing plan for your country. You can also change this setting when you are connecting to a PBX that expects the calling directory number to be encoded to a non-national numbering plan type. which is the default.

to delete the prefixes in all incoming calling party settings at the same time. Cisco Unified Communications Manager applies the service parameter configuration for the incoming calling party prefix. click Clear Prefix Settings. displays in the incoming calling party prefix field in the Device Pool Configuration window. and Trunk Configuration windows. to enter the default value for all incoming calling party settings at the same time.Chapter 7 Configuring Calling Party Normalization Calling Party Normalization Configuring Prefixes to Globalize the Calling Party Number Table 7-7 describes the prefix settings that display in the Device Pool. Gateway. If the word. Cisco Unified Communications Manager Administration Guide Gateway Configuration. Cisco Unified Communications Manager Features and Services Guide 7-16 OL-15410-01 . If the word. Default. Cisco Unified Communications Manager Administration Guide Service Parameters Configuration. Gateways. Default. displays in the field in the Gateway or Trunk Configuration window. refer to the following sections: • • • • Configuring a Device Pool. Cisco Unified Communications Manager Administration Guide Tip In the Device Pool. Cisco Unified Communications Manager Administration Guide Configuring a Trunk. For configuration procedures for each configuration window. click Default Prefix Settings. and Trunk Configuration windows. Cisco Unified Communications Manager applies the device pool configuration for the incoming calling party prefix.

call park. Trunk (Device > Trunk)—Displays setting in all trunk configuration windows except the SIP trunk. For example. voice messaging. Cisco Unified Communications Manager applies the prefix that you enter in this field to calling party numbers that use National for the Calling Party Numbering Type. and so on.Chapter 7 Calling Party Normalization Configuring Calling Party Normalization Table 7-7 Prefix Settings for Globalizing the Calling Party Number Setting Incoming Calling Party National Number Prefix Description Used for globalizing the calling party number. parameters display as Incoming Calling Party National Number Prefix . or the pound sign (#).323 gateway configuration window and in the port windows (Gateway Configuration window) for MGCP (T1-PRI/BRI) and MGCP (E1-PRI/BRI). • • • Cisco Unified Communications Manager Features and Services Guide OL-15410-01 7-17 . This setting displays in the following windows in Cisco Unified Communications Manager Administration: • Device Pool (System > Device Pool)—Applies the configuration to all digital gateways and trunks.MGCP. Service Parameter (System > Service Parameters)—Applies to Phone. which include digits. Gateway (Device > Gateway)—Displays setting in the H.323 service parameters. click the Advanced button to display the parameters. When the prefix in this parameter is applied to the incoming calling party number on the device. such as supplementary services including call forwarding.Phone or Incoming Calling Party National Number Prefix . Cisco Unified Communications Manager includes the prefix in the calling party number field for all additional actions that pertain to the call. You can enter up to 8 characters. if you choose the device pool for the device. and H. CDR data. asterisk (*). MGCP. that is. in the Service Parameter Configuration window for the Cisco CallManager service. the international escape character (+).

Chapter 7 Configuring Calling Party Normalization Calling Party Normalization Table 7-7 Prefix Settings for Globalizing the Calling Party Number (continued) Setting Incoming Calling Party International Number Prefix Description Used for globalizing the calling party number. and so on. that is. • • • Cisco Unified Communications Manager Features and Services Guide 7-18 OL-15410-01 . voice messaging. such as supplementary services including call forwarding. This setting displays in the following windows in Cisco Unified Communications Manager Administration: • Device Pool (System > Device Pool)—Applies the configuration to all digital gateways and trunks. Gateway (Device > Gateway)—Displays setting in H. and H.323 service parameters. You can enter up to 8 characters. which include digits. the international escape character (+). For example. Cisco Unified Communications Manager applies the prefix that you enter in this field to calling party numbers that use International for the Calling Party Numbering Type. click the Advanced button to display the parameters. if you choose the device pool for the device. call park. Trunk (Device > Trunk)—Displays setting in all trunk configuration windows except the SIP trunk. asterisk (*). When the prefix in this parameter is applied to the incoming calling party number on the device. parameters display as Incoming Calling Party National Number Prefix . MGCP. Service Parameter (System > Service Parameters)—Applies to Phone. or the pound sign (#). Cisco Unified Communications Manager includes the prefix in the calling party number field for all additional actions that pertain to the call.Phone or Incoming Calling Party National Number Prefix . in the Service Parameter Configuration window for the Cisco CallManager service.323 gateway configuration window and in the port windows (Gateway Configuration) for MGCP (T1-PRI/BRI) and MGCP (E1-PRI/BRI).MGCP. CDR data.

You can enter up to 8 characters. This setting displays in the following windows in Cisco Unified Communications Manager Administration: • Device Pool (System > Device Pool)—Applies the configuration to all digital gateways and trunks. or the pound sign (#). the international escape character (+).323 gateway configuration window and in the port windows for MGCP (T1-PRI/BRI) MGCP (E1-PRI/BRI). in the Service Parameter Configuration window for the Cisco CallManager service. click the Advanced button to display the parameters. Gateway (Device > Gateway)—Displays setting in H. parameters display as Incoming Calling Party National Number Prefix . which include digits. voice messaging. For example. Service Parameter (System > Service Parameters)—Applies to Phone. CDR data.MGCP. Cisco Unified Communications Manager includes the prefix in the calling party number field for all additional actions that pertain to the call. Cisco Unified Communications Manager applies the prefix that you enter in this field to calling party numbers that use Subscriber for the Calling Party Numbering Type. such as supplementary services including call forwarding. • • • Cisco Unified Communications Manager Features and Services Guide OL-15410-01 7-19 . and so on.Phone or Incoming Calling Party National Number Prefix .323 service parameters. and H. Trunk (Device > Trunk)—Displays setting in all trunk configuration windows except the SIP trunk. MGCP. When the prefix in this parameter is applied to the incoming calling party number on the device. that is. if you choose the device pool for the device. asterisk (*).Chapter 7 Calling Party Normalization Configuring Calling Party Normalization Table 7-7 Prefix Settings for Globalizing the Calling Party Number (continued) Setting Incoming Calling Party Subscriber Number Prefix Description Used for globalizing the calling party number. call park.

Table 7-8 describes the Calling Party Transformation CSS and the Use the Device Pool Calling Party Transformation CSS settings and lists the configuration windows in Cisco Unified Communications Manager Administration where you assign the settings. configuring the calling search space. CDR data.323 gateway configuration window and in the port windows for MGCP (T1-PRI/BRI) MGCP (E1-PRI/BRI).323. Service Parameter (System > Service Parameters)—Applies to Phone. the international escape character (+).MGCP. For more information. Cisco Unified Communications Manager applies the prefix that you enter in this field to calling party numbers that use Unknown for the Calling Party Numbering Type. voice messaging.Phone or Incoming Calling Party National Number Prefix .Chapter 7 Configuring Calling Party Normalization Calling Party Normalization Table 7-7 Prefix Settings for Globalizing the Calling Party Number (continued) Setting Incoming Calling Party Unknown Number Prefix Description Used for globalizing the calling party number. including the SIP trunk. and so on. in the Service Parameter Configuration window for the Cisco CallManager service. that is. Cisco Unified Communications Manager includes the prefix in the calling party number field for all additional actions that pertain to the call. For example. and SIP service parameters. When the prefix in this parameter is applied to the incoming calling party number on the device. H. You can enter up to 8 characters. MGCP. which include digits. make sure that you understand the steps that are required to localize the calling party number. parameters display as Incoming Calling Party National Number Prefix . • • • Applying the Calling Party Transformation CSS to Localize the Calling Party Number Before you configure the Calling Party Transformation CSS. configuring the partition. Gateway (Device > Gateway)—Displays setting in H. asterisk (*). click the Advanced button to display the parameters. see the “Configuration Checklist for Calling Party Normalization” section on page 7-11. and so on. for example. if you choose the device pool for the device. call park. Cisco Unified Communications Manager Features and Services Guide 7-20 OL-15410-01 . such as supplementary services including call forwarding. or the pound sign (#). Trunk (Device > Trunk)—Displays setting in all trunk configuration windows. This setting displays in the following windows in Cisco Unified Communications Manager Administration: • Device Pool (System > Device Pool)—Applies the configuration to all digital gateways and trunks.

and trunks in Cisco Unified Communications Manager Administration can localize the calling party number for themselves. remote destination profiles. All phone device types. remote destination profiles. CTI route points. gateways. the device must apply the transformation by using digit analysis. CTI route points. Tip Before the call occurs. If you do not check this check box. and trunks in Cisco Unified Communications Manager Administration can localize the calling party number for themselves. Ensure that you configure the Calling Party Transformation Pattern in a non-null partition that is not used for routing. Trunk (Device > Trunk) Remote Destination Profile (Device > Device Settings > Remote Destination Profile) • • Use Device Pool Calling Party Transformation CSS To use the Calling Party Transformation CSS that is configured in the device pool that is assigned to this device. Make sure that the Calling Party Transformation CSS that you choose contains the calling party transformation pattern that you want to assign to this device. Trunk (Device > Trunk) Remote Destination Profile (Device > Device Settings > Remote Destination Profile) • • Cisco Unified Communications Manager Features and Services Guide OL-15410-01 7-21 . gateways. the setting may display in the port configuration window or the gateway configuration window.Chapter 7 Calling Party Normalization Configuring Calling Party Normalization Table 7-8 Configuring the Calling Party Transformation CSS Setting Calling Party Transformation CSS Description This setting allows you to localize the calling party number on the device. you can access this setting in the following windows in Cisco Unified Communications Manager Administration: • • • • Device Pool (System > Device Pool) Phone (Device > Phone) CTI Route Points (Device > CTI Route Point) Gateway (Device > Gateway)—Depending on the gateway type. you can access this setting in the following windows in Cisco Unified Communications Manager Administration: • • • Phone (Device > Phone) CTI Route Points (Device > CTI Route Point) Gateway (Device > Gateway)—Depending on the gateway type. check this check box. If you configure the Calling Party Transformation CSS as None. therefore. the device uses the Calling Party Transformation CSS that you configured in the device configuration window. the setting may display in the port configuration window or the gateway configuration window. therefore. the transformation does not match and does not get applied. All phone device types.

in the call log directories on the phone.Chapter 7 Providing Information to End Users Calling Party Normalization Providing Information to End Users Depending on your configuration. the phone user may see the international escape character. Related Topics • • • • • • • • • • • • • Globalizing the Calling Party Number. page 7-13 Configuring the Calling Party Number Type. page 7-2 Localizing the Calling Party Number. page 7-16 Applying the Calling Party Transformation CSS to Localize the Calling Party Number. page 7-6 System Requirements. +. page 7-22 Using the International Escape Character +. page 7-20 Providing Information to End Users. page 7-7 Installing and Activating Calling Party Normalization. page 7-13 Configuring Prefixes to Globalize the Calling Party Number. page 7-11 Configuration Checklist for Calling Party Normalization. a phone user may not need to edit the call log directory entry on the phone before placing a call. page 7-4 Mapping the Global Party Calling Number to Its Local Variant. Depending on your configuration. page 7-11 Setting the Service Parameters for Calling Party Normalization. Cisco Unified Communications Manager System Guide Additional Cisco Documentation • • • • • • Cisco Unified Communications Manager System Guide Cisco Unified Communications Manager Administration Guide Cisco Unified Serviceability Administration Guide CDR Analysis and Reporting Administration Guide Cisco Unified Communications Manager Bulk Administration Guide Cisco Unified IP Phone documentation that supports your phone model and this version of Cisco Unified Communications Manager Cisco Unified Communications Manager Features and Services Guide 7-22 OL-15410-01 . page 7-7 Interactions and Restrictions.

page 8-12 Providing Information to Cisco Extension Mobility Users. page 8-2 Overview of Cisco Extension Mobility. Extension mobility functionality extends to most Cisco Unified IP Phones. Check the Cisco Unified IP Phone documentation to verify that Cisco Extension Mobility is supported. You can configure each Cisco Unified IP Phone to support Cisco Extension Mobility by using the Default Device Profile window in Cisco Unified Communications Manager Administration (formerly Cisco Unified CallManager Administration). and speed dials from other Cisco Unified IP Phones. services. so you can configure and troubleshoot the feature: • • • • • Understanding Device Profiles. page 8-29 Related Topics. page 8-12 Configuring Cisco Extension Mobility. This allows users who do not have a user device profile for a particular Cisco Unified IP Phone to use Cisco Extension Mobility with that phone. page 8-8 Interactions and Restrictions. page 8-6 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 8-1 . page 8-30 Introducing Cisco Extension Mobility The following sections will help you to understand Cisco Extension Mobility. page 8-4 Login Call Flow. This chapter provides the following information about Cisco Extension Mobility: • • • • • • • Note Introducing Cisco Extension Mobility. page 8-2 Login and Logout Behavior. page 8-9 Installing Cisco Extension Mobility for the First Time. page 8-5 Logout Call Flow.CH A P T E R 8 Cisco Extension Mobility Cisco Extension Mobility allows users to temporarily access their Cisco Unified IP Phone configuration such as line appearances. page 8-1 System Requirements for Cisco Extension Mobility.

Default Device Profile With Cisco Unified CallManager 4. A phone can have zero or one default device profile.0 and later. user locale. When a device profile has been loaded onto a device. Note Cisco Unified Communications Manager Features and Services Guide 8-2 OL-15410-01 . Refer to the Cisco Unified Serviceability Administration Guide for more information. You can activate/deactivate services from Cisco Unified Serviceability > Service Activation. and speed dials. It includes all the properties of a device except those that are explicitly tied to a device. A device profile includes information such as the phone template. user locale. You create a default device profile by using the Default Device Profile Configuration window. Using the Cisco Unified CM User Options window. A default device profile includes device type (phone). such as MAC address or directory URL. You can add. The device profile does not get associated with a physical phone. the device adopts the attributes of that device profile. The phone takes on the default device profile whenever a user logs in to a phone for which that user does not have a user device profile. phone button template. Overview of Cisco Extension Mobility Cisco Extension Mobility (an XML-based authentication feature) comprises the Cisco Extension Mobility application service and the Cisco Extension Mobility service. a user can access this profile and make changes.Chapter 8 Introducing Cisco Extension Mobility Cisco Extension Mobility Understanding Device Profiles A device profile defines the attributes of a particular device. softkey template. The maximum number of default device profiles cannot exceed the number of phones that support Cisco Extension Mobility. the logout profile replaces the user device profile.0 or later and Cisco Unified Communications Manager 5. The Cisco Extension Mobility service runs as an application on the Cisco Tomcat Web Service. such as adding a service. you configure a user device profile for each individual user. modify or delete a user device profile in Cisco Unified Communications Manager Administration. You need to activate the Cisco Extension Mobility service from Cisco Unified Serviceability to enable EM. subscribed services. When a user logs out. and multilevel precedence and preemption (MLPP) information. When a user logs in to a phone that is configured for Cisco Extension Mobility and the user has a user device profile that is configured for that phone. the user device profile replaces the existing configuration of the device. User Device Profile As system administrator. you can configure a default device profile for each Cisco Unified IP Phone that you want to support Cisco Extension Mobility. Cisco Extension Mobility works on phones within a single Cisco Unified Communications Manager cluster only.

Cisco Extension Mobility behaves as follows: • The phone automatically reconfigures with the individual user device profile information. the login profile will not match the login device on authentication. the user has a user device profile that is configured for a Cisco Unified IP Phone 7960 and logs into a Cisco Unified IP Phone 7960). Users access Cisco Extension Mobility by pressing the Services button on a Cisco Unified IP Phone and then entering login information in the form of a Cisco Unified Communications Manager UserID and a Personal Identification Number (PIN). user locale. In this scenario. the system uses this profile.) Figure 8-1 Cisco Extension Mobility Cisco Extension Mobility Cisco Extension Mobility Application XML/HTTP IP Cisco Communications Directory LDAP Cisco Extension Mobility Service On authentication. speed dials. user hold audio source. you configure a user device profile for each individual user. the system loads the default device profile for that phone model onto the phone. a user can access this profile and make changes. define how the features will work in your system (using the System Parameters window). • Cisco Unified Communications Manager Features and Services Guide OL-15410-01 141808 Database Layer (DBL) Enterprise database 8-3 . such as adding a service like Cisco Extension Mobility. and Cisco Extension Mobility works as described here: • The system copies all device-independent configuration (that is. the user can choose the user device profile that will be used from a list.Chapter 8 Cisco Extension Mobility Introducing Cisco Extension Mobility You can use Cisco Unified Communications Manager Administration to start the Cisco Extension Mobility services (in Cisco Unified Serviceability administration). Using the Cisco Unified CM User Options window. a prompt displays on the phone and asks the user to choose a device profile for use with Cisco Extension Mobility. and directory number configuration except for the setting “line setting for this device”) from the user device profile to the login device. • The user can access all the services that the user configured on the device profile. If that same user logs into a Cisco Unified IP Phone where the user does not have a configured user device profile. for the addon module. if the login profile matches the login device (that is. If the user has more than one user device profile. userid. If a user has more than one user device profile. As system administrator. If the user has one user device profile. (See Figure 8-1. the Cisco Extension Mobility application receives the XML-over-HTTP request for user authentication and verifies the information against the Cisco Unified Communications Manager Directory. The system uses the default device profile for that phone for phone template and softkey template configuration and. When a user logs in. and define the phones that will support the feature (using the Default Device Profile window). if the phone can support addon modules.

If parameters exist for the subscriber service. speed dials and directory number configuration. the system copies the services from the user device profile. not the parameters that the user chose on the Cisco Unified CM User Options window. and the default device profile is loaded on the phone. 7945G. The user can access Cisco Unified IP Phone Services if they are configured for the Cisco Unified IP Phone 7905. This practice ensures that the user device profile gets loaded on the phone. • The user can access the user hold audio source. page 8-30. 7965G. and the parameters may not reflect the correct information. the system copies the parameters from the default device profile. the system will automatically log them out if you configured the Service Parameters to do so. the following scenarios occur when a user who has a user device profile that is configured for Cisco Unified IP Phone 7960 logs in to a Cisco Unified IP Phone 7905. the system configured the phone line setting from the default device profile that is configured for the Cisco Unified IP Phone 7905. After logout. and 7975G 7911G Additional Information See the Related Topics. If the phone supports Cisco Unified IP Phone Services and they are configured. The user can access the phone template and the softkey template of the Cisco Unified IP Phone 7905. Login and Logout Behavior This section describes how login and logout works from the user perspective. the system uses the Cisco Unified IP Phone Services that are configured in the default device profile for the login device that is accessed during login. but the parameters from the subscriber services will reflect the default device profile. user locale. the system uses the default device profile for the phone to configure the phone template. Otherwise. the system uses the phone template from the login profile. • • • Users log out of Cisco Extension Mobility by pressing the Services button and choosing logout.Chapter 8 Introducing Cisco Extension Mobility Cisco Extension Mobility • If the login device supports feature safe on the phone button template and if the phone template that is configured in the login profile matches the number of buttons. Cisco Unified Communications Manager Features and Services Guide 8-4 OL-15410-01 . • Cisco recommends that you direct your users to log in to their phones at the beginning of the work day. Cisco Unified Communications Manager sends the logout profile to the phone and restarts the phone. If users do not log out themselves. SIP Support for Cisco Extension Mobility Cisco Extension Mobility supports the following Cisco Unified IP Phones that are running SIP: • • • • 7970G/7971G 7961G/7941G and 7961GE/7941GE (G = Non Gig. Use this information to respond to questions or problems that users may encounter. The user cannot access an addon module because Cisco Unified IP Phone 7905 does not support it. or the next user of the phone can log out the previous user. 7962G. If the user device profile does not have Cisco Unified IP Phone Services configured. • For example. userid. GE = Gig) 7942G. The user cannot access phone line setting.

users configure these settings directly on the Cisco Unified IP Phone. This action invokes a URL for the Cisco Extension Mobility application. contrast settings. Remember that these operations are sequential. The Cisco Extension Mobility profile of a user does not maintain ring type. they must log in before using the phone.. after a certain time. however. 2. Cisco Extension Mobility supports only one login at a time for a user. If Auto Logout is not enabled and if users forget to log out of a phone. Subsequent logins on other devices will fail until the user logs out on the first device. • • • • • • • • Additional Information See the Related Topics.Chapter 8 Cisco Extension Mobility Introducing Cisco Extension Mobility • • • If users make changes to their profiles on the Cisco Unified CM User Options window.. If you set multiple login not allowed. (Some devices may support more login or logout operations per hour. See the “Setting the Service Parameters” section on page 8-18. not concurrent. Login Call Flow This section describes the flow of events for the Cisco Extension Mobility login from a system perspective. and their phone settings will be available from that phone. choose True to specify a maximum time for logins and then set the maximum login time. When they go on hook after logging in. their phone will display a “Resetting. throughout the cluster. If users are logged out of a Cisco Unified IP Phone that has the Cisco Extension Mobility feature configured for it. Addon module mismatches between profile and device may generate the same behavior. page 8-30. Cisco Extension Mobility supports a maximum of 250 login or logout operations per minute (or 15. the changes will apply the next time that they log in. This occurs because the phone configuration file gets rebuilt. You can set the service parameter to allow for multiple logins. you can log them out. Another user also can log them out when the second user tries to log in to that phone. Users can log in to a phone that is off hook. after a successful login. Understanding the call flow will help you troubleshoot problems that you may have with the feature.) You can establish a time limit. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 8-5 .” message. The Cisco Extension Mobility application sends a formatted XML/HTTP query to the Cisco Extension Mobility service to determine the state of the phone. When a Cisco Extension Mobility user logs out of a device. so Cisco Extension Mobility automatically logs out users. their Cisco Unified IP Phone will not assume their settings until they go on hook. 3. A user presses the Services button on the Cisco Unified IP Phone and requests to log in. If they receive a busy signal after pressing the Messages button or any key on the touchtone key pad. the phone will perform a restart followed by a reset. At the Enforce Maximum Login Time. depending on the logout profile. as system administrator. and volume settings. 1. all Call Back services that are active on the Cisco Extension Mobility user automatically cancel. The application determines the URL of the service. If the User Locale that is associated with the login user or profile does not match the locale or device.000 operations per hour). The system does not apply the change if the user is already logged in. they may not be able to check voice-messaging systems from that phone until they log in.

The application returns the correct notification to the device. 12. Understanding the call flow will help you troubleshoot any problems that you may have with the Cisco Extension Mobility feature. Note Additional Information See the Related Topics. along with links to the applicable End User Profile and Device Profile configuration windows display. Cisco Extension Mobility looks up the URL in the Cisco Unified Communications Manager Directory on the first instance only. page 8-30. 10. If the list has more than one entry. The application generates the XML to query the Cisco Extension Mobility service for the current state of the device. A user presses the Services button on the Cisco Unified IP Phone and requests to log out. the application generates the XML for the service. 6. In the Phone Configuration window. Cisco Unified Communications Manager Features and Services Guide 8-6 OL-15410-01 . The application prompts the user for UserID and PIN. 5. It continues to display the line number that is assigned to the phone when no user is logged in. The application determines the URL of the service. The service responds to the application with the current state of device. In the Phone Configuration window of Cisco Unified Communications Manager Administration. for example. The application prompts the user to confirm that the user wants to log out. When the user chooses an entry from this list (or if the list has only one entry). 4. The user enters the UserID and PIN and presses the Submit softkey. (The application determined the service URL in Step 2. Note 3. The service responds in a defined XML format to the request with a restart to load the user device 11. and the application tries to authenticate the UserID and PIN. via HTTP. 2. the system then stores the URL as a static variable. the Current End User Profile and the Current Device Profile. This action invokes a URL for the Cisco Extension Mobility application.Chapter 8 Introducing Cisco Extension Mobility Cisco Extension Mobility 4. the phone displays “Authentication Error. 8. 1.” If the UserID and PIN are authenticated. If the UserID and PIN cannot be authenticated. 9.) profile (that indicates success) or with a failure message. the generated XML login request to the service URL. the phone displays the device profiles from which the user can choose. The phone restarts with the user device profile. 7. The application posts. <userID> is logged in. The directory responds with the list of the user device profile(s). Logout Call Flow This section describes the flow of events for the Cisco Extension Mobility logout from a system perspective. 5. the line number of the device does not change when a user logs in to the phone. the application queries the Cisco Unified Communications Manager Database to get the list of device profiles that are associated with the user. The phone performs an HTTP request.

7962 SCCP and 7965 SCCP models are equivalent and can share an EM profile. 7. 8. 7970 SIP. EM equivalency introduces the following support feature for the Cisco Unified IP Phones: • Release 7. 7941 SCCP. When the user presses the Yes softkey to confirm that the user wants to log out. Be aware that this feature does not support using an EM profile that is configured for a newer model on the Cisco Unified IP Phone 7960 or 7940. 7960 SCCP and 7961 SCCP models are equivalent and can share an EM profile. and 7975 SIP models are equivalent and can share an EM profile.Chapter 8 Cisco Extension Mobility Introducing Cisco Extension Mobility 6. 10. The XML gets returned as a suitable notification to the device. (The application determined the service URL in Step 2. In the Phone Configuration window. 7970 SCCP and 7971 SCCP models are equivalent and can share an EM profile.0(1) of Cisco Unified Communications Manager enhances the existing Extension Mobility (EM) equivalency mechanism. Note Extension Mobility Equivalency Cisco Extension Mobility (EM) equivalency eliminates the phone-model dependency of phone button templates. The equivalency enhancement works across phone types as follows: • • • • • • • 7940 SCCP. 7942 SCCP. and 7965 SIP models are equivalent and can share an EM profile. The application parses the received XML and creates an XML response message. The following factors determine the model equivalency among the various phones: • • Various features that the phone models support Number of buttons that the phone models support Feature Safe on Phone Button Template—Phones can use any phone button template that has the same number of line buttons that the phone model supports. via HTTP. the phone will restart and load the appropriate device profile. a message gets sent to the phone. and the phone restarts to load the 11. The application posts. and 7945 SIP models are equivalent and can share an EM profile. If a failure occurs.) In the case of a successful operation. 7942 SIP. 7971 SIP. the application generates XML for the logout operation. 7961 SIP. The enhancement works for all phone models that are equivalent and requires no administration tasks to activate. and 7945 SCCP models are equivalent and can share an EM profile. 7940 SIP. In the Phone Configuration window of Cisco Unified Communications Manager Administration. you (the administrator) will no longer see a Current End User Profile and Current Device Profile. 9. the generated XML login request to the service URL. 7941 SIP. 7960 SIP. Note Cisco Unified Communications Manager Features and Services Guide OL-15410-01 8-7 . original user profile or logout profile. the line number of the device does not change when a user logs out from the phone. It continues to display the line number that is assigned to the phone when no user is logged in. 7962 SIP.

Cisco Unified Communications Manager Features and Services Guide 8-8 OL-15410-01 . You do not require an additional server. Name the user cisco and associate the User Profile Test user device profile with this user. Configure each phone to use the Standard phone button template. or Internet Explorer 7 for Cisco Unified Communications Manager Administration Ensure the TFTP server is reachable. Name the 7970 user device profile User Profile Test and configure the profile to use the 7970 phone button template and to include the following lines: – DN: 1050. Cisco Extension Mobility can run on any server in a Cisco Unified Communications Manager cluster. Extension mobility functionality extends to most Cisco Unified IP Phones. 3. because the phone supports feature safe on the phone button template.Chapter 8 System Requirements for Cisco Extension Mobility Cisco Extension Mobility Configuration Scenario 1. 4.0 or later Note Cisco Extension Mobility installs automatically on the same server with Cisco Unified Communications Manager. Use the User Configuration window to create a user. page 8-30.1. You can optionally install TFTP and Cisco Unified Communications Manager on the same server. Check the Cisco Unified IP Phone documentation to verify that Cisco Extension Mobility is supported. 5. 5053. When the user logs in to a Cisco Unified IP Phone 7971 with the User Profile Test user device profile. Use the Phone Configuration window to configure a Cisco Unified IP Phone 7970 and a Cisco Unified IP Phone 7971 with extension mobility. Use the User Device Profile Configuration window to create a 7970 user device profile. Backward Compatibility for Call Forward All Calling Search Space Note An enhancement to the Call Forward All calling search space (CSS) allows Cisco Unified CallManager Release 4. 5054. System Requirements for Cisco Extension Mobility Software Components This version of Cisco Extension Mobility requires the following software components to operate: • Cisco Unified Communications Manager 4. When the user logs in to a Cisco Unified IP Phone 7970 with the User Profile Test user device profile. Cisco Unified IP Phone 7960 and Cisco Unified IP Phone 7960G that are running Cisco Extension Mobility may be equipped with Cisco 7914 Expansion Modules. all the lines (DNs) and speed dials display on the phone screen. and 1052 – Speed Dial: 5051. all the lines (DNs) and speed dials display on the phone screen. and 5055 2. 5052. • • Netscape 7.x customers who are using Cisco Extension Mobility to upgrade to Cisco Unified Communications Manager Release 5.(x) and later releases without loss of functionality. Additional Information See the Related Topics. Internet Explorer 6. 1051.

page 8-11 Interactions The following sections describe how Cisco Extension Mobility interacts with Cisco Unified Communications Manager applications: • • • • • • Cisco Unified Communications Manager Services That Are Running on the Same Server. In the Service Parameter Configuration window.Chapter 8 Cisco Extension Mobility Interactions and Restrictions The CFA CSS Activation Policy service parameter supports this enhancement. page 8-30 Interactions and Restrictions Use the following sections to understand how Cisco Extension Mobility interacts with other Cisco Unified Communications Manager services and to understand restrictions that apply to Cisco Extension Mobility: • • Interactions. page 8-9 Cisco Unified Communications Manager Assistant. this parameter displays in the Clusterwide Parameters (Feature . Refer to the Cisco Unified Communications Manager Bulk Administration Guide for more information. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 8-9 . page 8-10 Call Display Restrictions.Forward) section with two options. page 8-10 Intercom. page 8-9 Bulk Administration Tool. page 8-10 Cisco Unified Communications Manager Services That Are Running on the Same Server Cisco Extension Mobility can run on the same Cisco Unified Communications Manager server with Cisco Unified Communications Manager Assistant and CDR Analysis and Reporting (CAR). page 8-9 Restrictions. Additional Information See the Related Topics. Bulk Administration Tool You can use the Bulk Administration Tool (BAT) to add and delete several user device profiles for Cisco Extension Mobility at one time. page 8-10 Cisco Unified Communications Manager Attendant Console. • • With Configured CSS (default) With Activating Device/Line CSS For more information about configuration options for Call Forward All. refer to the “Directory Number Configuration” chapter in the Cisco Unified Communications Manager Administration Guide and the “Understanding Directory Numbers” chapter in the Cisco Unified Communications Manager System Guide.

the attendant must specify the current directory number of the phone in the Directory Number of Your Phone field of the Settings dialog box. The manager logs into the Cisco Unified IP Phone by using Cisco Extension Mobility and then chooses the Cisco IP Manager Assistant service. For more information on entering a directory number in the Cisco Unified Communications Manager Attendant Console. When the user logs out. the presentation or restriction of the call information depends on the configuration that is defined for that phone type in the Phone Configuration window. Cisco Unified Communications Manager Features and Services Guide 8-10 OL-15410-01 . Cisco Extension Mobility uses a default device that is configured for an intercom line. Cisco Unified Communications Manager Attendant Console displays a message that indicates that the attendant needs to log out and log back in if the directory numbers of the phone have changed. Intercom Beginning with Release 6. An intercom line gets presented only on the default device. For more information about the Call Display Restrictions features. the intercom line does not get presented. refer to the “Call Display Restrictions” chapter. you enable the Ignore Presentation Indicators in both the User Device Profile Configuration window (see the “Creating the Device Profile for a User” section on page 8-25) and the Phone Configuration window (see the “Subscribing Cisco Unified IP Phones to Cisco Extension Mobility” on page 28). refer to the “Configuring Cisco Unified Communications Manager Attendant Console Settings” section. You can assign an intercom line to a device profile. Cisco Extension Mobility functions as usual: when a user is logged in to the device. see the “Cisco Unified Communications Manager Assistant With Proxy Line Support” chapter. page 8-30 Cisco Unified Communications Manager Assistant A manager who uses Cisco Extension Mobility can simultaneously use Cisco Unified Communications Manager Assistant. Call Display Restrictions When you enable Call Display Restrictions with Cisco Extension Mobility. the Cisco Unified IP Phone resets. When the Cisco IP Manager Assistant service starts. Cisco Extension Mobility supports the Intercom feature. the manager can access assistants and all Cisco Unified Communications Manager Assistant features (such as call filtering and Do Not Disturb). For more information about Cisco Unified Communications Manager Assistant.1(1) of Cisco Unified Communications Manager.Chapter 8 Interactions and Restrictions Cisco Extension Mobility Additional Information See the Related Topics. When logging back into the Cisco Unified Communications Manager Attendant Console. the presentation or restriction of the call information depends on the user device profile that is associated with that user. When a user logs on to a device that is not the default device. and the call-control status of the attendant console goes down. Cisco Unified Communications Manager Attendant Console If a user logs in to or logs out of the Cisco Unified IP Phone by using Cisco Extension Mobility while the user is logged in to Cisco Unified Communications Manager Attendant Console. To use Call Display restrictions with Cisco Extension Mobility. To do so. The user must log out of the Cisco Unified Communications Manager Attendant Console.

When assignment of an intercom DN takes place programatically through AXL. When the service parameter “Remember Last Login” gets set to True. the deletion completes. • • • Restrictions The following restrictions apply to Cisco Extension Mobility: • • Cisco Extension Mobility works on phones within a single Cisco Unified Communications Manager cluster only. this file does not get migrated to the database. When Cisco Unified Communications Manager assigns an intercom line to a device and the default device value is empty. When deletion of a device that is set as the intercom default device for an intercom line occurs. ~. For example. auto-logout happens only once in a day. Cisco Extension Mobility requires a physical Cisco Unified IP Phone for login. Addon module mismatches between profile and device may cause the same behavior. \. the current device gets selected as the default device. ensure the intercom DN is updated separately by using Cisco Unified Communications Manager Administration to set the default device. • • • • • • Cisco Unified Communications Manager Features and Services Guide OL-15410-01 8-11 .x to Cisco Unified Communications Manager Release 6.x to Release 6. the Euro sign. (period). %. If the User Locale that is associated with the login user or profile is not the same as the locale or device.1(1) or later automatically designates the intercom default device for that intercom line. the phones will not display the last login user IDs until users log in for the first time after the migration. *. Users of office phones that are configured with Cisco Extension Mobility cannot log in to their phones remotely. For the migration from Release 4. all Call Back services that are active for the Cisco Extension Mobility user automatically cancel. Cisco Extension Mobility supports a limited number of special characters that can be entered on the phone for the login user ID. migration from a Release 6. This occurs because the phone configuration file gets rebuilt. Cisco Extension Mobility displays the previous login user ID whenever the user logs in to the phone. This occurs based on a file on the hard disk. and the pound sterling sign. The characters that display when a user logs in depend on the current locale of the phone. after a successful login.0 (or later) is done. and the intercom default device will no longer be set to the deleted device. the user ID of the previous login user will not display. the phone will perform a restart followed by a reset. the system does not auto log out users who are already logged in after the expiration of logout interval. $.0(1) of Cisco Unified Communications Manager to Release 6. When a migration from Cisco Unified CallManager Release 4. These characters include . +.Chapter 8 Cisco Extension Mobility Interactions and Restrictions The following additional considerations apply to intercom for Cisco Extension Mobility: • For an existing intercom line that is assigned to a device. You can manually log out these users from either the phones or from Cisco Unified Communications Manager Administration. #. @. &. therefore.0 (or later). When a Cisco Extension Mobility user logs out of a device. if the phone is currently in the English locale (based on the Logout profile of the phone). the user can only enter English characters in the UserID. For those phones. If Cisco Extension Mobility gets stopped or restarted.

Installing the Locale Installer ensures that you have the latest translated text that is available for user windows and phone displays. Authentication by proxy does not support end-user authentication by proxy. • Installing Cisco Extension Mobility for the First Time When you install Cisco Unified CallManager 4. page 8-13 Configuration Example 2. perform the procedures in the “Configuring Cisco Extension Mobility” section on page 8-12. page 8-14 Configuration Guidelines To avoid problems with deploying Cisco Extension Mobility. Although you can add an end user to the Standard EM Authentication Proxy Rights user group. refer to the “Understanding Device Profiles” section on page 8-2.0 or later or Cisco Unified Communications Manager 5. refer to the Cisco Unified Communications Operating System Administration Guide. This means that. page 8-12 Configuration Example 1. If you want to enable all phones within a Cisco Unified Communications Manager cluster for Cisco Extension Mobility. page 8-30 Configuring Cisco Extension Mobility Review the Configuration Guidelines before you configure the feature. both the old and new passwords get recognized. Cisco Unified Communications Manager Features and Services Guide 8-12 OL-15410-01 . If a request comes to extension mobility regarding a user who is represented in the cache. if a user changes the password.0 or later. For more information. Then.Chapter 8 Installing Cisco Extension Mobility for the First Time Cisco Extension Mobility • Standard Extension Mobility (EM) Authentication Proxy Rights specifies both a standard role and a standard user group that are intended for use by applications that interact with Cisco Extension Mobility. logs out. perform the configuration procedures in the sequence that shows in the “Configuration Checklist for Cisco Extension Mobility” section on page 8-14: • • • • Configuration Guidelines. that end user does not get authorized to authenticate by proxy. Additional Information See the Related Topics. Now. make sure that you also install the Cisco Unified Communications Manager Locale Installer on every server in the cluster. and then logs back in within 2 minutes. do not allow the users to control these phones. Cisco Extension Mobility maintains a cache of all logged on user information for 2 minutes. If you are unsure how device profiles work. be sure to follow these configuration guidelines: • • Configure a Default Device Profile for each Cisco Unified IP Phone in a cluster that you want to support Cisco Extension Mobility. the user gets validated with information from the cache. page 8-13 Configuration Checklist for Cisco Extension Mobility.

and they cannot modify settings for an individual phone. page 8-30. Configuration Example 2 In another typical Cisco Extension Mobility scenario. such as lobby phones. This method ensures that changes that users make to their services will follow them to any Cisco Unified IP Phone after they log in. the user needs to log in. Before a user can use a phone. they must choose the Device Profiles option from the Select a device to configure drop-down list box. Users do not control individual phones. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 8-13 . Users can access common devices. If the Enterprise Parameter “Synchronization between Auto Device Profile and Phone Configuration” is set to True. when users go to their Cisco Unified CM User Options window to change their services. – As administrator. if you update on the main window (not the popup menu). the user office phone. you can change the services for a phone by using Cisco Unified Communications Manager Administration. and you do not need to update on the main window. • For information on Cisco Extension Mobility redundancy. do not allow anyone else to log in to that device.Chapter 8 Cisco Extension Mobility Configuring Cisco Extension Mobility – In this scenario. All users have a user device profile. Additional Information See the Related Topics. conference room phones. When users go to their Cisco Unified Communications Manager window to change services or speed dials. Caution The Cisco Extension Mobility feature does not operate properly if you allow users to access the assigned phone of another user.com/go/srnd. and cubicle phones that are meant to be shared. the auto device profile automatically updates. • • • • • • All employees represent users of Cisco Extension Mobility. Configuration Example 1 In a typical Cisco Extension Mobility scenario. After making the changes. they can choose only their device profiles from the “Select a device to configure” drop-down menu. Note • If a particular user controls a device. you must reset the phone for the changes to take effect. • Each user has an assigned phone. for example.cisco. refer to the Cisco Unified Communications Solution Reference Network Design (SRND) that is located at http://www. They cannot control an individual phone nor modify the settings for an individual phone. This action ensures that the new snapshot gets stored as the logout profile.

Each user can access common devices. no one can use the assigned phone of anyone else. choose Tools > Service Activation to activate the Cisco Extension Mobility service. Table 8-1 Configuration Checklist for Cisco Extension Mobility Configuration Steps Step 1 Related Procedures and Topics For information on service activation. For a complete set of instructions. Note Cisco Unified Communications Manager Features and Services Guide 8-14 OL-15410-01 . The EMApp service handles the change notification. When a change in activation or deactivation of the Cisco Extension Mobility service occurs. be sure to follow the procedure that is listed in the Related Procedures and Topics.Chapter 8 Configuring Cisco Extension Mobility Cisco Extension Mobility • • • Each user has a device profile that follows the user to every device to which the user logs in. conference room phones. The database tables also get updated when the extension mobility service parameters get modified. such as lobby phones. Using Cisco Unified Serviceability. page 8-30. and cubicle phones that are configured to be shared. the database tables get updated with information that is required to build the service URLs. Configuration Checklist for Cisco Extension Mobility Perform the procedures in the order shown in Table 8-1 to configure Cisco Extension Mobility. on any node. Summary steps in Table 8-1 point out the major tasks that are required to configure Cisco Extension Mobility in Cisco Unified Communications Manager Administration. refer to the Cisco Unified Serviceability Administration Guide. Additional Information See the Related Topics. you must first deactivate the service for that node in Service Activation. Note To disable the extension mobility service on any node. In this scenario.

Summary steps include • • • Choose Device > Device Settings > Phone Services. the service name and service vendor must exactly match the values that are defined in the Java Application Descriptor (JAD) file. page 8-18 Creating a Default Device Profile for Each Cisco Unified IP Phone Type. page 8-17. and press Update Subscriptions or correct the URL and resubscribe each phone to which the wrong service was subscribed. Enter the service name (such as. Extension Mobility Service or EM).Chapter 8 Cisco Extension Mobility Configuring Cisco Extension Mobility Table 8-1 Configuration Checklist for Cisco Extension Mobility (continued) Configuration Steps Step 2 Related Procedures and Topics Adding the Cisco Extension Mobility Service. save it. Select values for Service Category and Service Type. Setting the Service Parameters. Create a default device profile for each phone type that you want to support Cisco Extension Mobility. Enter a value for Service Vendor (Java MIDlet services only). Enter the following URL: http://<IP Address of Extension Mobility server>:8080/emapp/ EMAppServlet?device=#DEVICENAME# If you should enter the URL incorrectly and subscribe the wrong service to the phones. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 8-15 . you can correct the URL. Create the Cisco Extension Mobility Service. page 8-22 Note • • • Note Step 3 Step 4 Configure administration parameters. For Java MIDlet services. Click Save.

• Cisco Unified Communications Manager Features and Services Guide 8-16 OL-15410-01 . enter user information. You configure an intercom DN in the Intercom Directory Number Configuration window. this places the service that you chose in the Controlled Profiles box. Enter the Device Type. configure intercom directory numbers (DNs) for this device profile. Cisco Unified Communications Manager Administration Guide Create the user device profile for a user. page 8-25 Intercom Directory Number Configuration. You must designate a Default Activated Device in the Intercom Directory Number Settings pane for an intercom DN to be active. and click Save. which you can also access by choosing Call Routing > Intercom > Intercom Directory Number. Step 6 Associate a user device profile to a user. Enter the Device Profile Name. choose the service that you created in Step 2 and click the down arrow. In Available Profiles. page 8-27 Choose User Management > End User and click Add New. Summary steps include • • • • • Choose Device > Device Settings >Device Profile and click Add New.Chapter 8 Configuring Cisco Extension Mobility Cisco Extension Mobility Table 8-1 Configuration Checklist for Cisco Extension Mobility (continued) Configuration Steps Step 5 Related Procedures and Topics Creating the Device Profile for a User. Repeat for all DNs. Summary steps include • • Associating a User Device Profile to a User. Enter the directory numbers (DNs) and required information and click Save. choose the phone button template. Click Save. To enable intercom lines for this device profile.

then. For Java MIDlet services. When you subscribe devices to the Cisco Extension Mobility service. page 8-28 Finding an Actively Logged-In Device. enter a name for the service. in Extension Information. In the Log Out Profile drop-down list box. The user receives this name on the phone when the user presses the Services button. To subscribe Cisco Extension Mobility to the Cisco Unified IP Phone. Use a meaningful name. When you update many phones. You must click Update Subscriptions only once and wait for this propagation to complete. choose Device > Device Settings > Phone Services. To add the Cisco Extension Mobility service. Enter the Service URL field as it displays in the following example: http://<IP Address>:8080/emapp/EMAppServlet?device=#DEVICENAME# Cisco Unified Communications Manager Features and Services Guide OL-15410-01 8-17 . perform the following steps: Procedure Step 1 Step 2 Step 3 Tip From Cisco Unified Communications Manager Administration. check Enable Extension Mobility. At the Service Name field. Choose Device > Phone and click Add New. for example. Configure a name. On the Phone Configuration window. the service name must exactly match the name that is defined in the Java Application Descriptor (JAD) file. and the URL for the Cisco Extension Mobility service. Click Add New. choose Use Current Device Settings or a specific configured profile and click Save. it can take some time for the changes to propagate to all devices. description. Cisco Unified Communications Manager Administration Guide Configure and subscribe Cisco Unified IP Phone and user device profile to Cisco Extension Mobility. click Go. right corner of the window and choose Subscribe/Unsubscribe Services. go to the Related Links drop-down list box in the upper. Summary steps include • • • • Subscribe the phone and the user device profile to Cisco Extension Mobility. enter the name of the service to display if the phone cannot display Unicode. an error results if you click Update Subscriptions more than once. • Adding the Cisco Extension Mobility Service Add the Cisco Extension Mobility service as a new Cisco Unified IP Phone Service. Extension Mobility or EM. Step 4 Step 5 At the ASCII Service Name field.Chapter 8 Cisco Extension Mobility Configuring Cisco Extension Mobility Table 8-1 Configuration Checklist for Cisco Extension Mobility (continued) Configuration Steps Step 7 Related Procedures and Topics Cisco Unified IP Phone Configuration. Cisco Unified Communications Manager Administration Guide Subscribing Cisco Unified IP Phones to Cisco Extension Mobility.

Setting the Service Parameters Set the service parameters to define how the Cisco Extension Mobility service will work across a Cisco Unified Communications Manager cluster. the value must exactly match the version that is defined in the JAD file. select whether the service will be provisioned to the Services. Be sure that you activate the Cisco Extension Mobility service before you configure the service parameters. as well as the phone service. Table 8-2 describes the Cisco Extension Mobility service parameters. Note Step 9 Click Save. Be aware that entering a value for Service Version is not required. or Messages button. will fail over automatically in the case of a failover. For Java MIDlet services only. Tip Step 6 Step 7 Step 8 At the Service Category field. enter the service vendor that exactly matches the vendor that is defined in the JAD file. Additional Information See the Related Topics. choose System > Service Parameters in Cisco Unified Communications Manager Administration. You can leave this field blank for XML services. To set the Service Parameters for Cisco Extension Mobility.Chapter 8 Configuring Cisco Extension Mobility Cisco Extension Mobility where IP Address of Extension Mobility server specifies the IP Address of the Cisco Unified Communications Manager where Cisco Extension Mobility Application is activated and running. Cisco Unified Communications Manager Features and Services Guide 8-18 OL-15410-01 . create a Cisco Unified IP Phone Service that uses the host name rather than the IP address. click Save. and then Cisco Extension Mobility. If you enter a value for a Java MIDlet service. For example: http://123. select whether the service is based on XML or Java MIDlet. After you configure the service parameters.89:8080/emapp/EMAppServlet?device=#DEVICENAME# To provide redundancy for the Cisco Unified IP Phone Service. The phone functionality for softkeys and filtering. at the Service Vendor field.67. page 8-30. At the Service Type field.45. Directories. choose the server that is running the Cisco Extension Mobility service. Refer to the Cisco Unified Serviceability Administration Guide for information about using Cisco Unified Serviceability.

At the Alphanumeric User ID field Choose True to allow the user ID to contain alphanumeric characters. Maximum Concurrent Requests Specify the maximum number of login or logout operations that can occur simultaneously. the system automatically logs out the device. You can have a mix of alphanumeric and numeric user IDs. which is the default setting. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 8-19 . To set an automatic logout. Cisco Unified Communications Manager then uses the automatic logout service for all logins.Chapter 8 Cisco Extension Mobility Configuring Cisco Extension Mobility Table 8-2 Service Parameters for Cisco Extension Mobility Service Setting Enforce Maximum Login Time Description Choose True to specify a maximum time for logins. After this time. the Cisco Unified Communications Manager automatically logs the user out of the first device. means that no maximum time for logins exists. The default value. The case-sensitive userid field requires the characters to be lower case. The system supports only user IDs that can be entered by using the alphanumeric keypad. you must choose True for the Enforce Maximum Login Time service parameter and also specify a system maximum login time for the True Maximum Login Time service parameter. Auto Logout—After a user logs in to a second device. Multiple Logins Not Allowed—The second and subsequent login attempts after a user successfully logs in once will fail. Choose one of the following options: • • • Multiple Login Behavior Multiple Logins Allowed—A user can log in to more than one device at a time. addresses most scenarios adequately. which specifies 5. Choosing False allows the user ID to contain only numeric characters. Choosing False. Note The Alphanumeric User ID parameter applies systemwide. This number prevents the Cisco Extension Mobility service from consuming excessive system resources.

or missed) appear in a call log and can be retrieved and seen on the IP phone display. the user can make local. A True setting specifies that the extension mobility application remembers the user ID of the last user that logged in to the phone. where users can come into any office and use any phone on a temporary basis. It makes sense to set the Cisco Extension Mobility to remember the last user ID that logged in. the call logs do not get cleared. Note Call logs get cleared only during manual Cisco Extension Mobility login/logout. For example. At the Clear Call Log Choose True to specify that the call logs are cleared during the Cisco Extension Mobility manual login/logout process. When the field is set to True. set the Clear Call Log service parameter to True. In a typical hoteling scenario. and international calls. long-distance. Individuals who are not logged in and who are using their office phone can make only internal or emergency calls. In this scenario. and no one else uses that phone.Chapter 8 Configuring Cisco Extension Mobility Cisco Extension Mobility Table 8-2 Service Parameters for Cisco Extension Mobility Service (continued) Setting Remember the Last User Logged In Description Choose the default value. and you would set the field to True. To ensure user privacy by preventing other users of the same phone from seeing the call logs of the previous user. Cisco Extension Mobility could be used to enable the types of calls that are allowed from a phone. False. This ensures that the call logs get cleared when a successful login/logout occurs. Cisco Unified Communications Manager Features and Services Guide 8-20 OL-15410-01 . all future logins will cause the user ID of the last successful logged-in user to automatically get filled in and remembered by Cisco Extension Mobility. you should set this parameter to False. all calls (placed. While a user is using the Cisco Extension Mobility service on an IP phone. received. Use this setting in situations where individuals use their own phone on a regular basis. But after logging in using Cisco Extension Mobility. If a Cisco Extension Mobility logout occurs due to an automatic logout or any occurrence other than a manual logout. only this user regularly logs in to the phone.

click Advanced to display this service parameter. the Cisco Extension Mobility log in and log out operations using a web proxy are allowed. the IP address gets checked against the list of trusted IP addresses and host names specified in the Trusted List of IPs service parameter. If the parameter specifies true. separated by semi-colons. Allow Proxy Tip In the Service Parameter Configuration window. Validation gets first performed against the cache for the device to be logged in or logged out. If the IP address of the requesting source is found in the cache or in the list of trusted IP addresses or is a registered device. If the parameter specifies true.1024 characters). If the IP address is not found. This parameter displays as a text box (maximum length . If the requesting source IP address is not found in cache. click Advanced to display this service parameter. If the parameter specifies false. it is checked against the list of devices registered to Cisco Unified CallManager. but it offers an additional layer of security in the effort to prevent unauthorized log in or log out attempts. The setting you select takes effect only if the Validate IP Address parameter specifies true. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 8-21 . Validation of IP addresses may increase the time required to log in or log out a device. This parameter specifies whether validation of the IP address of the source that is requesting login or logout occurs.Chapter 8 Cisco Extension Mobility Configuring Cisco Extension Mobility Table 8-2 Service Parameters for Cisco Extension Mobility Service (continued) Setting Validate IP Address Description Tip In the Service Parameter Configuration window. the IP address from which an Cisco Extension Mobility log in or log out request is made gets validated to ensure that it is a trusted IP address. the log in or log out attempt is blocked. the Cisco Extension Mobility log in and log out requests coming from behind a proxy get rejected. Trusted List of IPs Tip In the Service Parameter Configuration window. in the text box. If the requesting source IP address is not present in the Trusted List of IPs service parameter. especially when used in conjunction with log ins from separate trusted proxy servers for remote devices. the Cisco Extension Mobility log in or log out request does not get validated. IP address ranges and regular expressions do not get supported. If the parameter specifies false. click Advanced to display this service parameter. the device is allowed to perform login or logout. You can enter strings of trusted IP addresses or host names.

If applicable. The minimum value for this field is 1000 and the maximum is 20000. Click Next. the system default. click Advanced to display this service parameter. To add a default device profile for a phone type. choose Media Resources > Music On Hold Audio Source. perform the following procedure. from the Select the device protocol drop-down list box. Cisco Unified Communications Manager Features and Services Guide 8-22 OL-15410-01 . The value you enter takes effect only if the Validate IP Address parameter specifies true. In this field. For more information on how Default Device Profiles work. You define audio sources in the Music On Hold Audio Source Configuration window.Chapter 8 Configuring Cisco Extension Mobility Cisco Extension Mobility Table 8-2 Service Parameters for Cisco Extension Mobility Service (continued) Setting Extension Mobility Cache Size Description Tip In the Service Parameter Configuration window. choose from the drop-down list box to specify the audio source that plays when a user initiates a hold action. From the User Hold Audio Source field. If you do not choose an audio source. Step 2 Step 3 Step 4 Step 5 Step 6 Tip Step 7 At the User Locale drop-down list box. The Default Device Profile Configuration window displays. choose a protocol. The default specifies 10000. Procedure Step 1 From Cisco Unified Communications Manager Administration. From the Device Profile Type drop-down list box. Creating a Default Device Profile for Each Cisco Unified IP Phone Type Configure a clusterwide default device profile for each type of Cisco Unified IP Phone that you want to support Cisco Extension Mobility. page 8-30. configure the size of the device cache that is maintained by Cisco Extension Mobility. if the device pool does not specify an audio source ID. Additional Information See the Related Topics. Click Next. Cisco Unified Communications Manager uses the audio source that is defined in the device pool or. see the “Overview of Cisco Extension Mobility” section on page 8-2. choose the device (such as a Cisco 7970) to which a profile gets created. choose Device > Device Settings > Default Device Profile. choose the locale that is associated with the phone user interface. The phone takes on the default device profile whenever a user logs in to a phone type for which the user has no user device profile. For access.

For more information about call display restrictions. choose one of the following options: • • • Off—This device does not allow users to use the Join Across Lines feature. Cisco Unified Communications Manager uses the user locale that is associated with the device pool. check the “Ignore Presentation Indicators (internal calls only)” check box. Cisco Unified Communications Manager makes this field available only for phone types that support localization. The softkey template determines the configuration of the softkeys on Cisco Unified IP Phones. refer to the “Barge and Privacy” section on page 1-1. choose the appropriate phone button template. At the Softkey Template field. Step 12 From the Join Across Lines drop-down list. From the Single Button Barge/cBarge drop-down list. to support users. Step 8 Step 9 At the Phone Button Template field. Choose None if you want to use the softkey profile that is configured in Common Device Configuration. cBarge—Choosing this option allows users to press the Single Button cBarge shared-line button on the phone to barge in to a call by using cBarge. Step 13 To configure call display restrictions and ignore any presentation restriction that is received for internal calls. choose the appropriate softkey template. On—This device allows users to join calls across multiple lines. choose On for each phone that wants Privacy. Barge—Choosing this option allows users to press the Single Button Barge shared-line button on the phone to barge in to a call by using Barge. including language and font. Default—This device inherits the Join Across Lines setting from the service parameter. refer to “Understanding Directory Numbers” in the Cisco Unified Communications Manager System Guide. refer to the “Barge and Privacy” section on page 1-1. For more configuration information. these settings allow you to configure call display restrictions to selectively present or block calling and/or connected line display information for each call. From the Privacy drop-down list box.Chapter 8 Cisco Extension Mobility Configuring Cisco Extension Mobility The user locale identifies a set of detailed information. Use this configuration in combination with the calling line ID presentation and connected line ID presentation configuration at the translation pattern-level. For more configuration information. If no user locale is specified. refer to the Call Display Restrictions chapter. Default—This device inherits the Single Button Barge/cBarge setting from the service parameter. Note Cisco Unified Communications Manager Features and Services Guide OL-15410-01 8-23 . choose one of the following options: • • • • Step 10 Step 11 Off—This device does not allow users to use the Single Button Barge/cBarge feature. The phone button template determines the configuration of the phone buttons on Cisco Unified IP Phones. Together. For more information. verify that the locale installer is installed before configuring user locale. Note Note If the users require information to display (on the phone) in any language other than English. Refer to the Cisco Unified Communications Manager Locale Installer documentation.

Step 16 Click Save. – Forceful—This device preempts calls in progress when it places an MLPP precedence call. page 8-30. From the drop-down list box. If available. choose a setting from the following options to assign to devices that use this default device profile: – Default—This device inherits its MLPP preemption setting from its device pool. c. b. a. use the drop-down list box to choose the MLPP domain that is associated with this device profile. At the Module 1 drop-down list box. – Disabled—This device does not preempt calls in progress when it places an MLPP precedence call. Cisco Unified Communications Manager displays the expansion module field. At the Module 2 drop-down list box. Step 15 To configure Multilevel Precedence and Preemption (MLPP) information. choose a setting from the following options to assign to devices that use this default device profile: – Default—This device inherits its MLPP indication setting from its device pool. Note Do not configure a default device profile with the following combination of settings: MLPP Indication is set to Off while MLPP Preemption is set to Forceful. – On—This device does send indication of an MLPP precedence call. Note Do not configure a default device profile with the following combination of settings: MLPP Indication is set to Off while MLPP Preemption is set to Forceful. choose the appropriate expansion module or choose None.Chapter 8 Configuring Cisco Extension Mobility Cisco Extension Mobility Step 14 If the phone type supports a Cisco Unified IP Phone Expansion Module. the MLPP Indication setting specifies whether a device will use the capability when it places the MLPP precedence call. At the MLPP Domain. perform the following tasks: Refer to the “Multilevel Precedence and Preemption” section on page 26-1 for more information. – Off—This device does not send indication of an MLPP precedence call. If available. choose the appropriate expansion module. Additional Information See the Related Topics. Cisco Unified Communications Manager Features and Services Guide 8-24 OL-15410-01 . From the drop-down list box. Note a. b. the MLPP Preemption setting specifies whether a device that is capable of preempting calls in progress will use the capability when it places an MLPP precedence call.

If applicable. Before proceeding. Refer to “Presence” for more details. choose Device > Device Settings > Device Profile. choose the appropriate phone button template. You can make this text anything that describes this particular user device profile. to support users. Cisco Unified Communications Manager uses the user locale that is associated with the device pool. such as “Extension Mobility.” At the User Locale drop-down list box. from the Select the device protocol field. that is. The user locale identifies a set of detailed information. verify that the locale installer is installed before configuring user locale. Procedure Step 1 Note Note From Cisco Unified Communications Manager Administration. The Find and List Device Profiles window displays. choose a protocol. including language and font. If no user locale is specified. enter a name of your choice for the device profile. perform the following procedure. choose the locale that is associated with the phone user interface.Chapter 8 Cisco Extension Mobility Configuring Cisco Extension Mobility Creating the Device Profile for a User The User Device Profile contains attributes such as name. a device that supports Cisco Extension Mobility can display the real-time status of the BLF speed-dial buttons after you log in to the device. Refer to the Cisco IP Telephony Locale Installer documentation. addon modules. phone template. directory numbers. Cisco Unified Communications Manager makes this field available only for phone models that support localization. The phone button template determines the configuration of the phone buttons on Cisco Unified IP Phones. description. choose the device type and click Next. and speed-dial information. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 8-25 . Step 5 At the Phone Button Template field. From the Device Profile Type drop-down list box. The Device Profile Configuration window displays. subscribed services. Step 2 Step 3 Step 4 Note Note If the users require information to display (on the phone) in any language other than English. Click Add New. If you configure BLF speed-dial buttons in the Device Profile Configuration window. Click Next. if the Presence Group that is applied to the device profile allows you to view the status of the presence entity. you must ensure that a device profile name and phone button template(s) are configured. At the Device Profile Name field. To add a default device profile for a new user of Cisco Extension Mobility.

– Off—This device does not send indication of an MLPP precedence call. To enable the Call Display Restrictions feature. From the Privacy drop-down list box. If available. refer to the “Barge and Privacy” section on page 1-1. From the MLPP Domain drop-down list box. choose a softkey template. the MLPP Preemption setting specifies whether a device that is capable of preempting calls in progress will use the capability when it places an MLPP precedence call. Note Do not configure a default device profile with the following combination of settings: MLPP Indication is set to Off while MLPP Preemption is set to Forceful. Cisco Unified Communications Manager displays expansion module field. c. choose a setting from the following options to assign to devices that use this default device profile: – Default—This device inherits its MLPP indication setting from its device pool. b. – Forceful—This device preempts calls in progress when it places an MLPP precedence call.Chapter 8 Configuring Cisco Extension Mobility Cisco Extension Mobility Step 6 Step 7 Step 8 From the Softkey Template drop-down list box. perform the following tasks: Refer to the “Multilevel Precedence and Preemption” section on page 26-1 for more information. From the drop-down list box. check the Ignore Presentation Indicators check box. check the Ignore Presentation Indicators check box on the User Device Profile window and also on the Phone Configuration window (see the “Subscribing Cisco Unified IP Phones to Cisco Extension Mobility” section on page 8-28). – Disabled—This device does not preempt calls in progress when it places an MLPP precedence call. For more configuration information. choose a setting from the following options to assign to devices that use this default device profile: – Default—This device inherits its MLPP preemption setting from its device pool. To enable the Call Display Restrictions feature. Note a. Note Step 10 To configure Multilevel Precedence and Preemption (MLPP) information. choose None. At the Module 1 drop-down list box and at the Module 2 drop-down list box. Note Step 9 If the phone type supports Cisco Unified IP Phone Expansion Modules. You may view a phone button list at any time by choosing the View button list link next to the phone button template fields. If available. If you want to use the softkey template that is configured in the Common Device Configuration. the MLPP Indication setting specifies whether a device will use the capability when it places the MLPP precedence call. – On—This device does send indication of an MLPP precedence call. choose a hexadecimal value for the MLPP domain that is associated with this device profile. Cisco Unified Communications Manager Features and Services Guide 8-26 OL-15410-01 . From the drop-down list box. choose On for each phone that wants Privacy. A separate window pops up and displays the phone buttons for that particular expansion module. choose the appropriate expansion module.

From the Association Information section. click Save. Step 11 From the Login User Id drop-down list box. To save your changes and add the user. Refer to the Cisco Unified Communications Manager Bulk Administration Guide for more information. Click Reset and follow the prompts. choose a user ID. The page refreshes. Click Add New. Additional Information See the Related Topics. At the Directory Number field. enter the directory number and click Save. Associating a User Device Profile to a User You associate a User Device Profile to a user in the same way that you associate a physical device. Enter the appropriate settings as described in “End User Configuration Settings” in the Cisco Unified Communications Manager Administration Guide. refer to the “Adding a New User” in the Cisco Unified Communications Manager Administration Guide. You can use the Bulk Administration Tool (BAT) to add and delete several user device profiles for Cisco Extension Mobility at one time.Chapter 8 Cisco Extension Mobility Configuring Cisco Extension Mobility Note Do not configure a default device profile with the following combination of settings: MLPP Indication is set to Off while MLPP Preemption is set to Forceful. Click Save. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 8-27 . page 8-30. choose User Management > End User. Refer to “Directory Number Configuration Settings” in the Cisco Unified Communications Manager Administration Guide for field descriptions. To associate a user device profile to a user for Cisco Extension Mobility. The following prompt displays: Changes to Line or Directory Number settings require restart. Step 12 Step 13 Step 14 Step 15 Refer to the “Device Profile Configuration” chapter in the Cisco Unified Communications Manager Administration Guide for more details of configuring a device profile. click the Add a new DN link. follow these steps: Procedure Step 1 Step 2 Step 3 Step 4 Tip From Cisco Unified Communications Manager Administration. For more details.

perform the following procedure. You can also search and update a configured phone as described in “Finding a Phone” in the Cisco Unified Communications Manager Administration Guide. For a review of device profiles. check the Enable Extension Mobility check box.Chapter 8 Configuring Cisco Extension Mobility Cisco Extension Mobility Note To choose an existing end user. In Extension Information. If you select Use Current Device Settings. choose Device > Phone. refer to “Phone Configuration Settings” in the Cisco Unified Communications Manager Administration Guide. choose the phone type to which you want to subscribe extension mobility and click Next. Subscribing Cisco Unified IP Phones to Cisco Extension Mobility Prerequisite You must configure the Cisco Unified IP Phones in Cisco Unified Communications Manager before you subscribe the phones to Cisco Extension Mobility. Note Cisco Unified Communications Manager Features and Services Guide 8-28 OL-15410-01 . page 8-30. refer to the “Understanding Device Profiles” section on page 8-2. To subscribe to the Cisco Extension Mobility service. Note The Add a New Phone window displays. Note Step 6 From the Log Out Profile drop-down list box. choose the protocol of the phone and click Next. click Find and then choose the end user to whom you want to associate a user device profile. Click Add New. If you select a specific configured profile. a mapping between the login device and the login profile gets retained after the user logs out. Step 3 Step 4 Step 5 From the Phone Type drop-down list box. Additional Information See the Related Topics. refer to the “Cisco Unified IP Phone Configuration” chapter in the Cisco Unified Communications Manager Administration Guide. no mapping gets retained. choose the profile that you want the phone to use when no extension mobility user is logged in. Procedure Step 1 Step 2 From Cisco Unified Communications Manager Administration. For descriptions of all fields. From the Select the device protocol drop-down list box. You can choose either Use Current Device Settings or one of the specific configured profiles that are listed. Refer to “Finding an End User” in the Cisco Unified Communications Manager Administration Guide. To configure the phones.

right corner of the window and choose Subscribe/Unsubscribe Services. Click Save. Click Next. check the Ignore Presentation Indicators check box. to enable the Call Party Restrictions feature. In addition. refer to the “Call Display Restrictions” chapter. notification of changes with respect to activation and deactivation of extension mobility service on any node in the Cisco Unified Communications Manager cluster. choose the service to which you want this IP phone to subscribe. Repeat the procedure for each service to which you want this IP phone to subscribe. To enable the Call Display Restrictions feature. Additional Information See the Related Topics. click Go. Click Subscribe. You must now subscribe the extension mobility IP phone service to both the device profile that you created in the “Creating a Default Device Profile for Each Cisco Unified IP Phone Type” section on page 8-22 and the IP phone target device. check the Ignore Presentation Indicators check box on the Phone Configuration window and also on the User Device Profile window (see the “Creating the Device Profile for a User” section on page 8-25). To unsubscribe a service.Chapter 8 Cisco Extension Mobility Providing Information to Cisco Extension Mobility Users The remaining fields show the current device information with regard to the login status of the device: Log in Time. Step 9 To subscribe extension mobility to the IP phone. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 8-29 . The new service(s) displays under Subscribed Services. Include the name that you gave the Cisco Extension Mobility feature (for example. Step 7 On the Cisco Unified Communications Manager Phone Configuration window. A separate Subscribed Cisco IP Phone Services window displays. page 8-30. To subscribe/unsubscribe services to a device profile. Note Step 8 Click Save. see the “Creating a Default Device Profile for Each Cisco Unified IP Phone Type” section on page 8-22 Step 10 Step 11 Step 12 Step 13 Step 14 Step 15 Step 16 Note You have now configured Cisco Extension Mobility. then. click Unsubscribe and Save. provide your phone users with the following information: • Notification of feature availability and the phone types that support Cisco Extension Mobility. Providing Information to Cisco Extension Mobility Users After you have configured the system for Cisco Extension Mobility. go to the Related Links drop-down list box in the upper. For information about this feature. extension mobility). Log out Time. From the Select a Service drop-down list box.

Note • • • Note When a user logs in from a phone and the phone displays a “Change PIN” message. logging out. UserID. page 8-27 Cisco Unified Communications Manager Features and Services Guide 8-30 OL-15410-01 . Related Topics • • • • • • • • • • • • • • • • • Introducing Cisco Extension Mobility. page 8-9 Installing Cisco Extension Mobility for the First Time. The Customizing Your Cisco Unified IP Phone on the Web document that contains information on using their Cisco Unified CM User Options window. page 8-2 Understanding Device Profiles. When a user logs in from a phone and the phone displays a “Change Password” message. Additional Information See the Related Topics. page 8-8 Interactions and Restrictions. the Cisco Unified Communications Manager administrator must change the CCMSysUser password. page 8-18 Creating the Device Profile for a User. page 8-13 Configuration Example 2. page 8-4 Login Call Flow.Chapter 8 Related Topics Cisco Extension Mobility • • User password. page 8-2 Login and Logout Behavior. page 8-5 Logout Call Flow. page 8-17 Setting the Service Parameters. page 8-1 Overview of Cisco Extension Mobility. the end user must change the end user PIN. page 8-30. page 8-13 Configuration Checklist for Cisco Extension Mobility. page 8-12 Configuring Cisco Extension Mobility. page 8-25 Associating a User Device Profile to a User. and the octothorpe or pound sign (#). page 8-6 System Requirements for Cisco Extension Mobility. page 8-12 Configuration Example 1. Description of the feature login and logout behavior that you defined in the “Setting the Service Parameters” section on page 8-18.9 and their corresponding letters. and PIN URL for the Cisco Unified CM User Options window for the user to change user password and PIN Be aware that user passwords and PINs can only contain characters that the IP phones support: the digits 0 . the asterisk (*). page 8-14 Adding the Cisco Extension Mobility Service. Their phone user guide that contains a Cisco Extension Mobility overview and instructions on logging in. and troubleshooting the feature.

com/go/srnd. Cisco Unified Communications Manager Administration Guide Intercom Directory Number Configuration. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 8-31 .Chapter 8 Cisco Extension Mobility Related Topics • • Subscribing Cisco Unified IP Phones to Cisco Extension Mobility. http://www. Cisco Unified Communications Manager Administration Guide Cisco Unified IP Phone Configuration. Cisco Unified Communications Manager Administration Guide End User Configuration.cisco. page 8-28 Providing Information to Cisco Extension Mobility Users. Cisco Unified Communications Manager Administration Guide Additional Documentation • Cisco Unified Communications Solution Reference Network Design (SRND) (for redundancy). page 8-29 Other Configuration • • • • • Device Profile Configuration. Cisco Unified Communications Manager Administration Guide Finding an Actively Logged-In Device.

Chapter 8 Related Topics Cisco Extension Mobility Cisco Unified Communications Manager Features and Services Guide 8-32 OL-15410-01 .

This chapter provides the following information about Cisco Unified Communications Manager Assistant: • • • • • • • Introducing Cisco Unified Communications Manager Assistant. The feature comprises a call-routing service. The service intercepts calls that are made to managers and routes them to selected assistants. to managers. and assistant console interfaces that are primarily used by the assistant. To accommodate this number of users.CH A P T E R 9 Cisco Unified Communications Manager Assistant With Proxy Line Support The Cisco Unified Communications Manager Assistant feature enables managers and their assistants to work together more effectively. The routing service intercepts manager calls and routes them appropriately. the manager can instruct the service to route all calls to the assistant and can receive status on these calls. Cisco Unified Communications Manager Assistant users comprise managers and assistants. page 9-12 Providing Information to Cisco Unified Communications Manager Assistant Managers and Assistants. page 9-39 Related Topics. enhancements to phone capabilities for the manager and the assistant. the administrator configures up to three Cisco Unified Communications Manager Assistant applications in one Cisco Unified Communications Manager cluster and assigns managers and assistants to each instance of the application. or to other targets on the basis of preconfigured call filters. by pressing a softkey on the phone. see the “Cisco Unified Communications Manager Assistant With Shared Line Support” section on page 10-1. page 9-42 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 9-1 . page 9-7 Installing and Activating Cisco Unified Communications Manager Assistant. The manager can change the call routing dynamically. Cisco Unified Communications Manager Assistant supports up to 3500 managers and 3500 assistants. page 9-11 Configuring Cisco Unified Communications Manager Assistant with Proxy Line Support. Cisco Unified Communications Manager Assistant supports two modes of operation: proxy line support and shared line support. For information about Cisco Unified Communications Manager Assistant with shared line support. An assistant user handles calls on behalf of a manager. The Cisco IP Manager Assistant service supports both proxy line and shared line support simultaneously in a cluster. page 9-7 Interactions and Restrictions. for example. page 9-2 System Requirements for Cisco Unified Communications Manager Assistant with Proxy Line Support.

Additional Information See the “Related Topics” section on page 9-42. Display IP Cisco Unified CallManager Cisco Unified CallManager Manager Phone Cisco Unified Communications Manager Features and Services Guide 9-2 OL-15410-01 . Figure 9-1 Cisco Unified Communications Manager Assistant Architecture Cisco IP Manager Assistant HTTP Tomcat Desktop TC Cisco IP Manager Assistant P/I P Assistant Console Manager Configuration HT HT TP TP IP CTI Manager CM DB M M Assistant Phone So y ftke 141809 Softkey. See the “Setting the Service Parameters for Cisco Unified Communications Manager Assistant” section on page 9-22. page 9-6 Softkeys. page 9-6 Cisco Unified Communications Manager Assistant Administration Interface. page 9-2 Cisco Unified Communications Manager Assistant Database Access Architecture. and the Cisco Unified IP Phone interfaces. page 9-5 Manager Interfaces. See Figure 9-1.Chapter 9 Introducing Cisco Unified Communications Manager Assistant Cisco Unified Communications Manager Assistant With Proxy Line Support Introducing Cisco Unified Communications Manager Assistant The following sections provide information about the Cisco Unified Communications Manager Assistant feature: • • • • • • Cisco Unified Communications Manager Assistant Architecture Overview. page 9-6 Cisco Unified Communications Manager Assistant Architecture Overview The Cisco Unified Communications Manager Assistant feature architecture comprises the Cisco IP Manager Assistant service. the assistant console interfaces. page 9-5 Assistant Interfaces. Cisco IP Manager Assistant service routes calls that are presented to a CTI route point that is defined in the Cisco IP Manager Assistant service parameters.

The Cisco IP Manager Assistant service performs the following tasks: • • • • Hosts the HTTP services that run on the manager phone. Hosts the web pages that the manager uses for configuration. you must configure a second Cisco IP Manager Assistant service in the same cluster. Figure 9-2 . See Figure 9-2. Contains the routing logic that applies filters on an incoming call for a manager. the Cisco IP Manager Assistant service attempts to become the active Cisco IP Manager Assistant service. a Cisco Unified Communications Manager cluster supports only one active Cisco IP Manager Assistant service.Chapter 9 Cisco Unified Communications Manager Assistant With Proxy Line Support Introducing Cisco Unified Communications Manager Assistant Cisco IP Manager Assistant Service Cisco Tomcat loads the Cisco IP Manager Assistant service. • • Cisco Unified Communications Manager supports redundancy of the Cisco IP Manager Assistant service. To achieve redundancy. The other server stays in a standby Cisco Unified Communications Manager Features and Services Guide OL-15410-01 9-3 . At any time. which automatically starts Cisco Unified Communications Manager Assistant. If it is. Cisco Unified Communications Manager Assistant requires only one CTI connection for all users in a cluster. The Cisco IP Manager Assistant service gets installed on all Cisco Unified Communications Manager servers in a cluster. Accesses data from the database. The Cisco IP Manager Assistant service checks to see whether it is one of the Cisco Unified Communications Manager Assistant servers that is configured in the clusterwide service parameter. Currently. Communicates to a Cisco Unified Communications Manager cluster through the Cisco CTIManager for third-party call control. Supports the Assistant Console application. Cisco Tomcat gets installed at Cisco Unified Communications Manager installation. Cisco Unified Communications Manager Assistant Routing Logic for Proxy Line Support Other Cisco IP Manager Assistant Call comes to the manager M Cisco Unified CallManager Assistant Route Point manager Filters assistant Div All IP Manager Phone IP Assistant #1 Phone RNA 141810 IP Assistant #2 Phone Cisco Unified Communications Manager Assistant implements redundancy by using an active/standby server model.After installation. the administrator activates the service from Serviceability. only one Cisco Unified Communications Manager Assistant server remains active and servicing all assistant console applications and phones. Cisco IPMA Server (Primary) IP Address. a servlet.

All connections that were active get restored on the new server. Figure 9-3 Cisco Unified Communications Manager Assistant Redundancy Cisco Unified CallManager Cisco Unified CallManager M M Cisco Unified CallManager M Cisco Unified CallManager M Cisco Unified CallManager M Cisco Unified CallManager Assistant (Active) HTTP Cisco Unified CallManager Assistant (Standby) Client requests to the backup Cisco IP Manager Asistant service are rejected IP The Cisco IP Manager Assistant service includes built-in security to help prevent unauthorized access to its services. The Assistant Console blocks nonauthorized users who are posing as assistants. to configure Cisco Unified Communications Manager Assistant for managers and assistants. log on. and service continues uninterrupted to the users. See Figure 9-3. and filters) Administrators use Cisco Unified Communications Manager Administration. The user ID and password that are collected at the assistant console get encrypted before they are sent over the network. the Assistant Console application fails over automatically to the backup server. assistant preferences. immediate divert target. When it detects a failure. keyboard shortcuts) Manager configuration (used to configure send all calls target. See “Cisco Unified Communications Manager Assistant Administration Interface” section on page 9-6. End User Configuration.Chapter 9 Introducing Cisco Unified Communications Manager Assistant Cisco Unified Communications Manager Assistant With Proxy Line Support mode and will detect failures on the active server. The Cisco IPMA Assistant Console Heartbeat Interval service parameter (see the “Setting the Service Parameters for Cisco Unified Communications Manager Assistant” section on page 9-22) determines the time that the application takes to detect failure. Cisco Unified Communications Manager Features and Services Guide 9-4 141811 OL-15410-01 . Assistant Console Interface Cisco Unified Communications Manager Assistant supports the following assistant console interfaces for managers and assistants: • • Assistant Console (used for call control. the backup server takes over and becomes the active server. A shorter heartbeat interval leads to faster failover. If the active server fails. monitoring managers call activity.

Intercept Call. Divert All Calls. the Cisco IP Manager Assistant service retrieves all data that is related to the manager or assistant from the database and stores it in memory. The state of the features Assistant Watch. Configuration of the filters occurs by using Manager Configuration. Refer to the Cisco Unified Communications Manager Assistant User Guide for more information. except manager configuration. and Transfer to Voice Mail from the Cisco Unified IP Phone softkeys. Manager Interfaces The manager phone makes all manager features available with the exception of Manager Configuration. Cisco Unified Communications Manager Assistant Database Access Architecture The database stores all Cisco Unified Communications Manager Assistant configuration information. refer to the Cisco Unified Communications Manager Assistant User Guide. The manager accesses the Cisco Unified Communications Manager Assistant features Assistant Watch. Cisco Unified Communications Manager Assistant automatically logs in a manager when the Cisco IP Manager Assistant service starts. You can access the Manager Configuration on the assistant console by using a web browser (see the “Manager Configuration” section on page 9-41). and Filtering displays in the Status Window on the Cisco Unified IP Phone. which is available by using a browser. Assistants use the Cisco Unified IP Phone and the assistant console application. Note Cisco Unified Communications Manager Features and Services Guide OL-15410-01 9-5 . Do Not Disturb. The manager can change selected assistants by using the Cisco Unified IP Phone Services button. Managers also have access to Cisco Unified Communications Manager features such as Do Not Disturb and i-Divert. For more information about how to use the Cisco Unified Communications Manager Assistant phone features. You can enable filtering and choose filter mode by using the Cisco Unified IP Phone Services button.Chapter 9 Cisco Unified Communications Manager Assistant With Proxy Line Support Introducing Cisco Unified Communications Manager Assistant Cisco Unified Communications Manager makes all Cisco Unified Communications Manager Assistant manager features available through the Cisco Unified IP Phone. For more information about how to use the Cisco Unified Communications Manager Assistant features. See “Manager Interfaces” section on page 9-5 and “Assistant Interfaces” section on page 9-6. refer to the Cisco Unified Communications Manager Assistant User Guide. See “Manager Interfaces” section on page 9-5 and “Assistant Interfaces” section on page 9-6. Cisco Unified IP Phone Interface Managers and assistants use softkeys and the Cisco Unified IP Phone Services button to access the Cisco Unified Communications Manager Assistant features. When the manager or assistant logs in.

transfer. the softkeys Redirect and Transfer to Voice Mail become active for the proxy lines. Cisco Unified Communications Manager Assistant supports the following softkey templates: • • • Standard Manager—Supports manager for proxy mode Standard Shared Mode Manager—Supports manager for shared mode Standard Assistant—Supports assistant in proxy or shared mode Additionally. divert. and to display the manager configuration window that is used to configure manager preferences. Use Softkey Template configuration in Cisco Unified Communications Manager Administration to associate softkey templates with Cisco Unified Communications Manager Assistant devices and to create custom softkey templates. Cisco Unified Communications Manager Features and Services Guide 9-6 OL-15410-01 . Assistants use the proxy lines to manage calls that are intended for a manager. Note Cisco Unified Communications Manager Assistant Administration Interface The administrator uses the End User Configuration window in Cisco Unified Communications Manager Administration to configure the manager and assistant. and assigns a proxy line for a manager on the assistant phone. and Do Not Disturb on the Cisco Unified IP Phone. configures an intercom line for the manager and assistant.Chapter 9 Introducing Cisco Unified Communications Manager Assistant Cisco Unified Communications Manager Assistant With Proxy Line Support Assistant Interfaces The assistant accesses the Cisco Unified Communications Manager Assistant features by using the Assistant Console application and the Cisco Unified IP Phone. The Assistant Console displays the assistant lines and the manager proxy lines. When the assistant logs in from the Assistant Console. provides call-control functions such as answer. Incoming Intercom. The default process assigns call-processing softkey templates to devices. and Primary Lines for the Assistant” section on page 9-35. For more information on setting up proxy lines. The Assistant Console. see the “Configuring Proxy. Refer to the Cisco Unified Communications Manager Assistant User Guide for more information. Transfer to Voice Mail does not appear if no active calls exist. See Softkey Template Configuration in the Cisco Unified Communications Manager Administration Guide. The administrator configures the appropriate softkey template for the devices that managers and assistants use. Softkeys appear in their appropriate call state. The administrator chooses the device for the manager and assistant. Administrators can create custom softkey templates in addition to using the standard softkey templates that are included in Cisco Unified Communications Manager. an application. Transfer to Voice Mail. to set up assistant preferences. A proxy line specifies a phone line that appears on the assistant Cisco Unified IP Phone. and hold. See the “Manager and Assistant Configuration” section on page 9-31. for example. The assistant uses the Assistant Console to log on and log off. the system makes call-processing (such as hold and dial) softkeys available with the Standard User template. Softkeys The Cisco Unified Communications Manager Assistant feature supports softkeys such as Redirect.

and Netscape 7.1. – The Assistant Console application supports Microsoft Windows 2000. page 9-8 Restrictions. • Cisco Unified Communications Manager Bulk Administration Tool (BAT) if bulk adding of managers and assistants is planned.1. – The Assistant Console application installation program supports Microsoft Internet Explorer (IE) 6.Chapter 9 Cisco Unified Communications Manager Assistant With Proxy Line Support System Requirements for Cisco Unified Communications Manager Assistant with Proxy Line Support System Requirements for Cisco Unified Communications Manager Assistant with Proxy Line Support Cisco Unified Communications Manager Assistant with proxy line support requires the following software components to operate: • • Cisco Unified Communications Manager Microsoft Internet Explorer or Netscape Navigator: – Cisco Unified Communications Manager Assistant administration (using Cisco Unified Communications Manager Administration) supports Microsoft Internet Explorer (IE) 6. Internet Explorer 7. Microsoft Windows XP. Interactions and Restrictions The following sections describe the interactions and restrictions for Cisco Unified Communications Manager Assistant with proxy line support. Internet Explorer 7. The following phones that are running SIP support Cisco Unified Communications Manager Assistant: • • Cisco Unified IP Phone 7970/71 (G and G-GE) Cisco Unified IP Phone 7941/61 (G and G-GE) Because Cisco Unified Communications Manager Assistant is installed automatically on the same server with Cisco Unified Communications Manager. or Windows Vista. – The Manager Configuration application supports Microsoft Internet Explorer (IE) 6 and Internet Explorer 7. The following phones that are running SCCP support Cisco Unified Communications Manager Assistant: • • • Cisco Unified IP Phone 7970/71 Cisco Unified IP Phone 7960/61 Cisco Unified IP Phone 7940/41 (see the “Restrictions” section on page 9-11) Note Cisco Unified IP Phone 7960/61 and 7970/71 that are running Cisco Unified Communications Manager Assistant may be equipped with a Cisco Unified IP Phone Expansion Module 7914.). and Netscape 7. (See the “Interactions and Restrictions” section on page 9-7 for more information. you do not require an additional server. • • Interactions. page 9-11 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 9-7 .

7971. the administrator checks the Mobile Manager check box in the Manager Configuration window in Cisco Unified Communications Manager Administration (which is accessed from the End User Configuration window). “Cisco Extension Mobility. Additional Information See the “Related Topics” section on page 9-42. See the “Configuring a Manager and Assigning an Assistant for Proxy Line Mode” section on page 9-32. page 9-10 Time-of-Day Routing. To have access to Cisco Extension Mobility with Cisco Unified Communications Manager Assistant. 7941 support only the Cisco Unified Communications Manager intercom lines. Extension Mobility A manager who uses the Cisco Extension Mobility feature can simultaneously use Cisco Unified Communications Manager Assistant.Chapter 9 Interactions and Restrictions Cisco Unified Communications Manager Assistant With Proxy Line Support Interactions The following sections describe how Cisco Unified Communications Manager Assistant with proxy line support interacts with Cisco Unified Communications Manager applications and call processing: • • • • • • • Bulk Administration Tool. The following sections describe these reporting tools. page 9-8 Extension Mobility. The BAT templates that are created by the Cisco Unified Communications Manager Assistant Configuration Wizard for Cisco Unified IP Phones 7970.” Reporting Tools Cisco Unified Communications Manager Assistant provides statistical information in the CDR Analysis and Reporting (CAR) tool and provides a summary of changes to configurations in a change log. Refer to the Cisco Unified Communications Manager Bulk Administration Guide for more information. page 9-10 Bulk Administration Tool The administrator can use the Bulk Administration Tool (BAT) to add many users (managers and assistants) at once instead of adding users individually. The manager can then access the Cisco Unified Communications Manager Assistant features. see Chapter 8. For more information about Cisco Unified Communications Manager Extension Mobility. page 9-10 Intercom. For more information about configuring device profiles. 7961. The manager logs into the Cisco Unified IP Phone by using extension mobility. and Cisco Unified Communications Manager Assistant service then automatically gets enabled on that phone. page 9-10 Message Waiting Indicator. page 9-8 Multilevel Precedence and Preemption (MLPP). page 9-8 Reporting Tools. see Configuring a Device Profile in the Cisco Unified Communications Manager Administration Guide. Cisco Unified Communications Manager Features and Services Guide 9-8 OL-15410-01 .

and click Next. for example.log. Refer to the Cisco Unified Serviceability Administration Guide and the CDR Analysis and Reporting Administration Guide for more information. A manager can change defaults by accessing the Manager Configuration from a URL. choose File > Open. Cisco Unified Serviceability supports inventory reporting. divert target number Old Value—The value of the information before the change New Value—The value of the information after the change Because the information in the log file is comma delimited.Chapter 9 Cisco Unified Communications Manager Assistant With Proxy Line Support Interactions and Restrictions CDR Analysis and Reporting Cisco Unified Communications Manager Assistant supports call-completion statistics for managers and assistants and inventory reporting for managers and assistants. file type as Delimited. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 9-9 . The log file contains the following fields: • • • • • • • • • Note LineNumber—The line in the log file with information about changes TimeStamp—The time that the configuration changed for Manager/Assistant—Designation of whether the change is for the manager or the assistant for Userid—The userid of the manager or assistant that is being changed by Manager/Assistant—Designation of whether the manager or the assistant made the change by Userid—The userid of the manager or assistant who made the change Parameter Name—What changed. Use the following procedure to save the log file contents to the Microsoft Excel application. the information gets sent to a log file that is called ipma_changeLogxxx. Choose the Original data type. The CDR Analysis and Reporting (CAR) tool supports call-completion statistics. the administrator can open the log file by using a spreadsheet application such as Microsoft Excel. IPMA_ChangeLog The administrator can view a summary of changes that are made to the Manager or Assistant Configurations. To open the ConfigChange*. Refer to the Cisco Unified Real-Time Monitoring Tool Administration Guide for more information. An assistant can change the manager defaults from the Assistant Console. Procedure Step 1 Step 2 Step 3 Start the Microsoft Excel application. Refer to the Cisco Unified Communications Manager Assistant User Guide for information about the URL and Manager Configuration. When changes are made. The log file resides on the server that runs the Cisco IP Manager Assistant service at the following location: file get activelog tomcat/logs/ipma/log4j The administrator can download this file from the server by using the Trace Collection Tool in the Cisco Unified Cisco Unified Real-Time Monitoring Tool.log file.

For more information about Time-of-Day routing. DN. when an assistant diverts a call to a manager. 7970. The precedence of a call will not affect whether a call is filtered. and after hours. intercom directory number. see Configuring Message Waiting in the Cisco Unified Communications Manager Administration Guide. Cisco Unified Communications Manager intercom (used with Cisco Unified IP Phones 7941. For more information on configuring message waiting indicators. see Time-of-Day Routing in the Cisco Unified Communications Manager System Guide. it does not provide any additional indication of the precedence of a call on the assistant console. click Finish. Multilevel Precedence and Preemption (MLPP) The following points describe the interactions between Cisco Unified Communications Manager Assistant with proxy line support and MLPP: • Cisco Unified Communications Manager Assistant preserves call precedence in the handling of calls. When complete. Message Waiting Indicator The Message Waiting Indicator (MWI) on and off numbers should have the partition of the manager line in their calling search space. during business hours. Cisco Unified Communications Manager Assistant preserves the precedence of the call.Chapter 9 Interactions and Restrictions Cisco Unified Communications Manager Assistant With Proxy Line Support Step 4 Step 5 Choose Delimiters as Comma and click Next. Partitions specify the time schedule and time zone that Time-of-Day routing uses. • • Time-of-Day Routing Time-of-Day routing routes calls to different locations based on the time that the call gets made. Because Cisco Unified Communications Manager Assistant does not perceive the precedence of a call. intercom translation pattern. This intercom feature gets configured by using the intercom partition. This intercom feature gets configured by using the DN configuration and end user (manager and assistant) configuration windows. and end user (manager and assistant) configuration windows. For example. Cisco Unified Communications Manager Assistant partitions and partitions in Cisco Unified Communications Manager Assistant calling search spaces support Time-of-Day routing. calls get routed to a manager office. Intercom Cisco Unified Communications Manager Assistant supports the following intercom features: • Cisco Unified Communications Manager Assistant intercom (used with Cisco Unified IP Phones 7940 and 7960). the calls go directly to voice-messaging service. 7961. and 7971). • Cisco Unified Communications Manager Features and Services Guide 9-10 OL-15410-01 . intercom calling search space. for example. Filtering of precedence calls occurs in the same manner as all other calls. The partition can exist in any order of priority within each calling search space.

existing Cisco Unified Communications Manager Assistant users that use the incoming intercom line do not get upgraded automatically to the Cisco Unified Communications Manager Intercom feature. a servlet. see the “Cisco Unified Communications Manager Assistant Architecture Overview” section on page 9-2. Cisco Unified IP Phone 7940/41 supports only two lines or speed-dial buttons. The system does not support calls between the Cisco Unified Communications Manager Intercom feature and regular lines (which may be configured as Cisco Unified Communications Manager Assistant Intercom lines). Cisco Unified Communications Manager Features and Services Guide OL-15410-01 9-11 .0(1) occurs. To install the Assistant Console application on a computer with Microsoft Internet Explorer 6 (or later) on Windows XP. When an upgrade to Cisco Unified Communications Manager Release 7. Cisco Unified Communications Manager Assistant supports up to 3500 managers and 3500 assistants by configuring multiple Cisco IP Manager Assistant servers (pools). The Assistant Console does not support onhook transfer (the ability to transfer a call by pressing the Transfer softkey and going onhook to complete the transfer). Cisco Tomcat gets installed and started at Cisco Unified Communications Manager installation. When multiple pools are enabled. Cisco Unified Communications Manager Assistant supports up to 3500 managers and 3500 assistants per Cisco Unified Communications Manager cluster when you are using the MCS 7845 server. • • • • • • • • • • • • Installing and Activating Cisco Unified Communications Manager Assistant Cisco Tomcat loads the Cisco Unified Communications Manager Assistant. 7961. install the Microsoft Java Virtual Machine (JVM) with Windows XP Service Pack 1 before the Assistant Console installation. The Assistant Console does not support hunt groups/queues. Cisco Unified IP Phones 7941. The Assistant Console does not support record and monitoring. and 7971 support only the Cisco Unified Communications Manager intercom feature.Chapter 9 Cisco Unified Communications Manager Assistant With Proxy Line Support Installing and Activating Cisco Unified Communications Manager Assistant Restrictions The following restrictions apply to Cisco Unified Communications Manager Assistant: • • Cisco Unified Communications Manager Assistant supports SIP on Cisco Unified IP Phones 7941/61 and 7970/71. One assistant can support up to 33 managers (if each manager has one Cisco Unified Communications Manager Assistant—Controlled Line). 7970. For more information. One manager can have up to 10 assigned assistants. Cisco Unified IP Phones 7960 and 7940 support only the Cisco Unified Communications Manager Assistant Intercom lines feature. The Assistant Console does not support the one-touch Call Pickup feature. a manager and all configured assistants for that manager should belong to the same pool.

For configuration information about shared line support. page 9-17 Setting the Service Parameters for Cisco Unified Communications Manager Assistant. review the steps in the configuration checklist. Note If the managers and assistants will require Cisco Unified Communications Manager Assistant features to display (on the phone and assistant console) in any language other than English. verify that the locale installer is installed before configuring Cisco Unified Communications Manager Assistant.Chapter 9 Cisco Unified Communications Manager Assistant With Proxy Line Support Configuring Cisco Unified Communications Manager Assistant with Proxy Line Support The administrator performs three steps after installation to make Cisco Unified Communications Manager Assistant available for system use: 1. and device configuration requirements. Configuring Cisco Unified Communications Manager Assistant with Proxy Line Support For successful configuration of Cisco Unified Communications Manager Assistant. page 9-25 Security Considerations. The following sections provide configuration information: • • • • • • • • • Note Configuration Checklist for Cisco Unified Communications Manager Assistant with Proxy Line Support. Refer to the Cisco Unified Communications Operating System Administration Guide for information on locale installers. Configure the applicable service parameters for the Cisco IP Manager Assistant service. page 9-22 Configuring Multiple Servers for Cisco Unified Communications Manager Assistant Scalability. Use the Serviceability Control Center Feature Service window to stop and start the Cisco IP Manager Assistant service. 2. Refer to the Cisco Unified Serviceability Administration Guide. perform the system. page 9-31 Cisco Unified Communications Manager Features and Services Guide 9-12 OL-15410-01 . See the “Starting the Cisco IP Manager Assistant Service” section on page 9-27. page 9-13 System Configuration with Proxy Line Support. see Configuring Cisco Unified Communications Manager Assistant with Shared Line Support. located on the Tools menu. Use Cisco Unified Serviceability Service Activation. user. 3. page 9-27 Manager and Assistant Phone Configuration. Cisco Unified Communications Manager Assistant with proxy line support coexists in the same Cisco Unified Communications Manager cluster with Cisco Unified Communications Manager Assistant with shared line support. See the “Setting the Service Parameters for Cisco Unified Communications Manager Assistant” section on page 9-22. page 9-27 Manager and Assistant Configuration. page 9-27 Cisco Unified IP Phone Service Configuration. page 9-26 Starting the Cisco IP Manager Assistant Service. to activate the Cisco IP Manager Assistant service. and configure the managers and assistants.

Chapter 9

Cisco Unified Communications Manager Assistant With Proxy Line Support Configuring Cisco Unified Communications Manager Assistant with Proxy Line Support

Configuration Checklist for Cisco Unified Communications Manager Assistant with Proxy Line Support
Table 9-1 shows the logical steps for configuring the Cisco Unified Communications Manager Assistant feature in Cisco Unified Communications Manager.
Before You Begin

The information in the checklist assumes that you have already configured the phones and the users and have associated the devices to the users. Refer to Configuring an End User, Associating Devices to an End User, and Configuring Cisco Unified IP Phones in the Cisco Unified Communications Manager Administration Guide.
Table 9-1 Cisco Unified Communications Manager Assistant Configuration Checklist with Proxy Line Support

Configuration Steps
Step 1 Step 2

Related Procedures and Topics

Using Cisco Unified Serviceability, Service Activation, activate Cisco Unified Serviceability Administration the Cisco IP Manager Assistant service. Guide Configure system administration parameters:
• •

Add three partitions. Add two calling search spaces.

Calling Search Space and Partitions, page 9-20

Configuring a Partition, Cisco Unified Communications Manager Administration • Add the CTI route point for Cisco Unified Communications Guide Manager Assistant. You can have only one route point per Configuring a Calling Search Space, Cisco server. Unified Communications Manager • Configure Cisco IP Manager Assistant service parameters. Administration Guide
Tip

To automatically configure these system administration parameters, use the Cisco Unified Communications Manager Assistant Configuration Wizard. For more information, see the “Cisco Unified Communications Manager Assistant Configuration Wizard” section on page 9-17. Add the partition of the manager line to the calling search space of the Message Waiting Indicator (MWI) on and off number (if MWI is required). If using the Cisco Unified Communications Manager intercom feature, add the Intercom partition, Intercom calling search space, Intercom directory number, and the Intercom translation pattern.

Cisco Unified Communications Manager Assistant CTI Route Point, page 9-21 Configuring a CTI Route Point, Cisco Unified Communications Manager Administration Guide Cisco Unified Communications Manager Assistant Configuration Wizard, page 9-17 Setting the Service Parameters for Cisco Unified Communications Manager Assistant, page 9-22 Service Parameters Configuration, Cisco Unified Communications Manager Administration Guide Message Waiting Configuration, Cisco Unified Communications Manager Administration Guide Configuring Proxy, Incoming Intercom, and Primary Lines for the Assistant, page 9-35 Intercom, page 22-1

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Chapter 9 Cisco Unified Communications Manager Assistant With Proxy Line Support Configuring Cisco Unified Communications Manager Assistant with Proxy Line Support

Table 9-1

Cisco Unified Communications Manager Assistant Configuration Checklist with Proxy Line Support (continued)

Configuration Steps
Step 3

Related Procedures and Topics Configuring Multiple Servers for Cisco Unified Communications Manager Assistant Scalability, page 9-25

If multiple Cisco Unified Communications Manager Assistant pools are required to support large numbers of assistants and managers, configure the following Cisco IP Manager Assistant clusterwide service parameters:
• •

Enable Multiple Active Mode Pool 2 and Pool 3 Cisco IPMA Server IP Address Setting the Service Parameters for Cisco Unified Communications Manager Assistant, page 9-22 Security Considerations, page 9-26 Starting the Cisco IP Manager Assistant Service, page 9-27 Cisco Unified IP Phone Service Configuration, page 9-27

Step 4

Configure the application user CAPF profile (optional). Configure Cisco IP Manager Assistant service parameters for security (optional).

Step 5 Step 6

Using the Serviceability Control Center Feature Services, stop and start the Cisco IP Manager Assistant service. Configure phone parameters:

Add Assistant Primary Service as a Cisco Unified IP Phone service. If necessary, add Assistant Secondary service Configuring an IP Phone Service, Cisco Unified Communications Manager pointing to the Cisco Unified Communications Manager Assistant backup server as a Cisco Unified IP Phone service. Administration Guide Configure Cisco Unified IP Phone. Configuring Phone Button Templates, Cisco Unified Communications Manager Administration Guide Configuring Cisco Unified IP Phones, Cisco Unified Communications Manager Administration Guide

Step 7

Configure manager and assistant Cisco Unified IP Phone parameters:
• •

Set up manager phone. Set up assistant phone.

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Chapter 9

Cisco Unified Communications Manager Assistant With Proxy Line Support Configuring Cisco Unified Communications Manager Assistant with Proxy Line Support

Table 9-1

Cisco Unified Communications Manager Assistant Configuration Checklist with Proxy Line Support (continued)

Configuration Steps
Step 8

Related Procedures and Topics Manager and Assistant Phone Configuration, page 9-27

Configure manager phone settings:
• •

Assign a softkey template.

Finding a Phone, Cisco Unified If using Do Not Disturb, configure the Do Not Disturb fields Communications Manager Administration on the manager phone. Guide • Add a primary line. Configuring Cisco Unified IP Phones, Cisco • Set up voice-mail profile on primary line. Unified Communications Manager Administration Guide • Add intercom line. For Cisco Unified IP Phones 7940 and 7960, add speed dial Directory Number Configuration Overview, Cisco Unified Communications Manager for outgoing intercom targets Administration Guide • For Cisco Unified IP Phones 7941, 7961, 7970, and 7971, Do Not Disturb, page 18-1 add the intercom capabilities. • Subscribe to Cisco Unified IP Phone Service, Cisco Unified Intercom, page 9-10

Communications Manager Assistant Primary Phone Service. Intercom, page 22-1 If necessary, subscribe to Cisco Unified IP Phone Service, Configuring Speed-Dial Buttons, Cisco Cisco Unified Communications Manager Assistant Unified Communications Manager Secondary Phone Service. Administration Guide • Set user locale. Cisco Unified IP Phone Service • Reset the phone. Configuration, page 9-27
Tip

To automatically configure some of the manager phone settings, choose the automatic configuration check box on the Manager Configuration window. For more information, see the “Manager Phones” section on page 9-28.

Configuring IP Phone Services, Cisco Unified Communications Manager Administration Guide Resetting a Phone, Cisco Unified Communications Manager Administration Guide

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Chapter 9 Cisco Unified Communications Manager Assistant With Proxy Line Support Configuring Cisco Unified Communications Manager Assistant with Proxy Line Support

Table 9-1

Cisco Unified Communications Manager Assistant Configuration Checklist with Proxy Line Support (continued)

Configuration Steps
Step 9

Related Procedures and Topics Manager and Assistant Phone Configuration, page 9-27 Finding a Phone, Cisco Unified Communications Manager Administration Guide Deleting a Phone, Cisco Unified Communications Manager Administration Guide

Configure assistant phone settings:
• • • •

Assign a softkey template. Add a Cisco Unified IP Phone Expansion Module (optional). Add a primary line. Add proxy lines for each configured manager. Add a voice-mail profile that is the same as the voice-mail profile on the manager primary line. Add incoming intercom line.

Directory Number Configuration Overview, • For Cisco Unified IP Phones 7940 and 7960, add speed dial Cisco Unified Communications Manager Administration Guide for outgoing intercom targets
• • • • Tip

For Cisco Unified IP Phones 7941, 7961, 7970, and 7971, add the intercom capabilities. Set user locale. Reset the phone.

Intercom, page 9-10 Intercom, page 22-1 Configuring Speed-Dial Buttons, Cisco Unified Communications Manager Administration Guide

To automatically configure some assistant phone settings, choose the Automatic Configuration check box Resetting a Phone, Cisco Unified Communications Manager Administration on the Assistant Configuration window. For more Guide information, see the “Assistant Phones” section on page 9-29. Configuring a Manager and Assigning an Assistant for Proxy Line Mode, page 9-32 Deleting Cisco Unified Communications Manager Assistant Information from the Manager, page 9-34 Intercom, page 9-10 Intercom, page 22-1 Configuring Proxy, Incoming Intercom, and Primary Lines for the Assistant, page 9-35 Dial Rules Configuration, page 9-39 Installing the Assistant Console Application, page 9-39 Cisco Unified Communications Manager Assistant User Guide

Step 10

Configure Cisco Unified Communications Manager Assistant application:
• • • • •

Create a new manager. Configure lines for manager. Assign an assistant to a manager. Configure lines for the assistant. Configure intercom lines (optional).

Step 11 Step 12 Step 13

Configure the dial rules for the assistant. Install the Assistant Console application. Configure the manager and assistant console applications.

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Chapter 9

Cisco Unified Communications Manager Assistant With Proxy Line Support Configuring Cisco Unified Communications Manager Assistant with Proxy Line Support

System Configuration with Proxy Line Support
Because the Cisco IP Manager Assistant service intercepts calls that are made to managers who are using proxy line mode, it requires configuration of partitions, calling search spaces, and route points. For more information on configuring Cisco Unified Communications Manager Assistant, see the “Configuration Checklist for Cisco Unified Communications Manager Assistant with Proxy Line Support” section on page 9-13. You must perform the following configurations before you configure devices and users for Cisco Unified Communications Manager Assistant:
• •

Calling Search Space and Partitions, page 9-20 Cisco Unified Communications Manager Assistant CTI Route Point, page 9-21

Cisco Unified Communications Manager Assistant provides a one-time-use configuration wizard that helps the administrator configure partitions, calling search spaces, a route point, and the Cisco Unified Communications Manager Assistant phone service. The Cisco Unified Communications Manager Assistant Configuration Wizard also creates the Cisco IP Manager Assistant service parameters in the IPMA Device Configuration Defaults section. For more information on the Cisco Unified Communications Manager Assistant Configuration Wizard, see the “Cisco Unified Communications Manager Assistant Configuration Wizard” section on page 9-17. This document provides specific information about Cisco Unified Communications Manager Assistant configuration. For more information about configuring Calling Search Spaces, Partitions, and CTI Route Points, refer to the Cisco Unified Communications Manager Administration Guide.

Note

Cisco Unified Communications Manager Assistant Configuration Wizard
With the Cisco Unified Communications Manager Assistant Configuration Wizard, configuration takes less time and eliminates errors. The partitions, calling search spaces, and route point automatically get created when the administrator successfully runs and completes the configuration wizard. The wizard also creates BAT templates for the manager phone, the assistant phone, and all other user phones. The administrator can use the BAT templates to configure the managers, assistants, and all other users. Refer to the Cisco Unified Communications Manager Bulk Administration Guide. The Cisco Unified Communications Manager Assistant Configuration Wizard only creates the Cisco IP Manager Assistant service parameters in the IPMA Device Configuration Defaults section of the Service Parameters Configuration window. You must enter the remaining service parameters manually. For service parameter information, see the “Setting the Service Parameters for Cisco Unified Communications Manager Assistant” section on page 9-22. The Cisco Unified Communications Manager Assistant Configuration Wizard provides windows for each configuration parameter. The windows provide the administrator with preconfigured information. If the administrator prefers to use other configuration information (for example, partition names), the administrator can change the preconfigured information to the appropriate information. Perform the following procedure to configure the Cisco Unified Communications Manager Assistant system parameters by using the Cisco Unified Communications Manager Assistant Configuration Wizard.

Note

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Before You Begin

Ensure that the configuration wizard runs from the same server (the Cisco Unified Communications Manager server) as the Bulk Administration Tool (BAT).
Procedure
Step 1

From Cisco Unified Communications Manager Administration, choose Application > Cisco Unified CM Configuration Wizard. The Cisco Unified Communications Manager Assistant Configuration Wizard Overview window displays and provides a description of the configuration wizard process. You can use the Cisco Unified Communications Manager Assistant Configuration Wizard only once in a Cisco Unified Communications Manager cluster configuration. The feature verifies the number of times that the configuration wizard has been run (zero or 1). If the configuration wizard has been run once, the summary window automatically displays. The summary window displays the details and status of the configuration wizard that was previously run. If the configuration has not been run, the configuration process continues.

Note

Step 2

To begin the Cisco Unified Communications Manager Assistant Configuration wizard process, click the Next button. The Partition for Managers window displays. Enter a name in the partition name field and provide a description; otherwise, use the default partition name and description. Click the Next button. The CTI Route Point Partition window displays. Enter a name in the CTI route point name field and provide a description; otherwise, use the default CTI route point name. Click the Next button. The Partition for All Users window displays. Enter a name in the partition name field and provide a description; otherwise, use the default partition name and description. Click the Next button. The Intercom Partition window displays. Enter a name in the name field and provide a description; otherwise, use the default Intercom Partition name. Click the Next button. The Assistant Calling Search Space window displays. Enter a name in the name field and provide a description; otherwise, use the default calling search space name and description. The Available Partitions and Selected Partitions boxes under the Route Partitions for this Calling Search Space automatically list Partitions for the Assistant Calling Search Space. If the defaults that are provided are not wanted, the administrator can choose the applicable partition from the Available Partitions box. Use the up and down arrows to move partitions from one box to the other.

Step 3 Step 4

Step 5 Step 6

Step 7 Step 8

Step 9 Step 10

Step 11

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Step 12

Click the Next button. The Everyone Calling Search Space window displays. Enter a name in the name field and provide a description; otherwise, use the default calling search space name and description. The Available Partitions and Selected Partitions boxes under the Additional Route Partitions for This Calling Search Space automatically list Partitions for the Everyone Calling Search Space. If the defaults that are provided are not wanted, the administrator can choose the applicable partition from the Available Partitions box. Use the up and down arrows to move partitions from one box to the other.

Step 13

Step 14

Click the Next button. If you have existing calling search spaces that are configured in the system, the Existing Calling Search Spaces window displays; otherwise, the Existing Calling Search Spaces window does not display (proceed to Step 15). Cisco Unified Communications Manager Assistant requires that existing calling search spaces add the prefix Generated_Route Point and Generated_Everyone partitions. The Available and Selected Partitions boxes automatically list these partitions. Use the up and down arrows to move partitions from one box to the other. The prefix that is added to the existing calling search spaces may change if the administrator has changed the names of the partitions in Steps 10 and 12.

Note

Step 15

Click the Next button. The CTI Route Point window displays. Enter a name in the CTI route point name field; otherwise, use the default CTI route point name. From the drop-down selection list box, choose the appropriate device pool. Enter a route point directory number; otherwise, use the default route point directory number. From the drop-down selection list box, choose the appropriate numbering plan. Click the Next button. The Phone Services window displays. Enter the Primary Phone Service Name; otherwise, use the default Phone Service name. From the drop-down list box, choose the Primary Cisco Unified Communications Manager Assistant server or enter a server name or IP address. Enter the Secondary Phone Service Name; otherwise, use the default Phone Service name. From the drop-down list box, choose the secondary Cisco Unified Communications Manager Assistant server or enter a server name or IP address. Click the Next button. The Confirmation window displays. It provides all the information that the administrator chose while using the configuration wizard. If the information is not correct, the administrator can cancel the configuration process or return to the previous configuration windows by pressing the Back button.

Step 16 Step 17 Step 18 Step 19 Step 20

Step 21 Step 22 Step 23 Step 24 Step 25

Step 26

To allow the configuration process to execute, click the Finish button; otherwise, to cancel the configuration process, click the Cancel button. Upon completion, a final status window displays. The window shows the success or failure of each part of the wizard.

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Any errors that the configuration wizard generates get sent to a trace file. Access this file by using the following CLI command: file get activelog tomcat/logs/ccmadmin/log4j With the data that is collected from the configuration windows, the wizard automatically creates the partitions, calling search spaces, a route point, and the Cisco Unified Communications Manager Assistant phone services. The wizard populates the Cisco IP Manager Assistant service parameters in the IPMA Device Configuration Defaults section of the Service Parameters Configuration window. Additionally, the wizard creates the manager phone template, the assistant phone template, and the Everyone phone template that BAT uses to configure phones for use with Cisco Unified Communications Manager Assistant. Refer to the Cisco Unified Communications Manager Bulk Administration Guide for information about configuring the manager and assistant devices.

Calling Search Space and Partitions
A Cisco Unified Communications Manager Assistant route point (called CTI route point) intercepts calls for the managers and determines where to route them; therefore, all calls for the managers should flow through the route point first. To accomplish the call flow, Cisco Unified Communications Manager Assistant uses calling search spaces. Calls from lines that the Cisco IP Manager Assistant service must route or act upon should have a calling search space that has the route point partition (you can call this partition CTI Route Point) that is configured as the primary partition, and you can call the secondary partition the Everyone partition. See the following example. For a manager who has multiple lines and who uses proxy line support, those lines must fall in the range that is covered by the route point (for example, a route point of 1xxx means that manager lines must fall in 1000 - 1999 range).
Example

Note

A user (in Everyone partition) places a call to a manager primary line (in Manager partition). Because the partition for the originating call does not include the manager primary line, the manager line number gets searched through the calling search space. The order of priority of the partitions in the calling search space provides basis for the search. Because the user line has a calling search space that comprises CTI Route Point and Everyone, the search for the manager primary line begins with the CTI route point partition. Because the CTI route point matches the manager primary number, the call gets presented to the route point. The Cisco IP Manager Assistant service that is monitoring the route point gets the call and routes the call by using the manager settings. All lines that have calls that should go through a route point should have a calling search space that is called Cisco Unified Communications Manager Assistant and Everyone. Examples of lines that require this calling search space configuration include manager primary and private lines, assistant primary line, and all other user lines. All lines that have calls that should go directly to the manager without having the routing logic applied on them should have a calling search space that is called Managers and Everyone. Examples of lines that require this calling search space configuration include Cisco CTI route point and assistant proxy lines. See Figure 9-4 for an example of the calling search space and partition configuration.

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Figure 9-4

Cisco Unified Communications Manager Assistant Calling Search Space and Partition Configuration Example for Proxy Line Support

"Manager" Partition Manager DN = 1000 CSS=Cisco Unified CallManager Assistant, Everyone CTI Route Point Partition (3)

"Everyone" Partition

Route Point DN = 1xxx Managed by Cisco IPMA Service CSS = Manager, Everyone

Assistant DN = 3000 CSS = Cisco Unified CallManager Assistant, Everyone Manager Proxy Line DN = 2000 CSS = Manager, Everyone User DN = 3001 CSS = Cisco Unified CallManager Assistant, Everyone

(2) (1)

(1) 3001 calls 1000 (2) Cisco IPMA Service Routes to 2000 (3) Assistant diverts to 1000

Configuration Tips
• • • • • • •

Create three partitions that are called CTI Route Point, Manager, and Everyone. Create a calling search space that is called CSS-M-E, which contains the partitions Manager and Everyone. Create a calling search space that is called CSS-I-E, which contains the partitions CTI Route Point and Everyone. Configure the manager primary and private directory numbers (DN) in the partition that is called Manager. Configure all assistants lines and other users lines in the partition that is called Everyone. Configure the Cisco Unified Communications Manager Assistant route point in the partition that is called CTI Route Point. Configure the MWI On/Off numbers with a calling search space CSS-M-E.

Cisco Unified Communications Manager Assistant CTI Route Point
You can have only one Cisco Unified Communications Manager Assistant CTI route point for each server. The directory numbers of CTI route points must match the primary and private directory numbers of the manager; otherwise, the Cisco IP Manager Assistant service routes calls inappropriately. Cisco recommends the use of wild cards to satisfy this condition. When you add directory number ranges for the CTI route point, the caller search space must not contain the Manager partition because Cisco Unified Communications Manager always matches on the most specific match regardless of partition order; for example, the manager line is 1000, and the directory number range that is added to the route point is 1xxx. If a caller search space includes the Manager partition, even when the CTI Route Point partition is at the top, the more specific match applies for the manager directory number, and the call does not get routed by Cisco Unified Communications Manager

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Assistant but gets sent directly to the manager extension. For Cisco Unified Communications Manager Assistant to route the call when using directory number ranges on the route point, the caller search space must include the CTI Route Point partition but not the Manager partition.
Configuration Tips
• •

Create a CTI route point that is called Assistant_RP. Configure the directory numbers of the route point to match the primary and private directory numbers of the managers (for example, for managers whose primary directory numbers are 1000-1999, create a route point DN as 1xxx for line 1; for managers whose primary directory numbers are 2000-2999, create a route point DN as 2xxx for line 2). Configure the directory numbers in the CTI Route Point partition with a calling search space of CSS-M-E. Configure Call Forward No Answer with Destination Internal/External as Route Point DN (for example, CFNA as 1xxx for the Route Point DN 1xxx) with a calling search space of CSS-M-E. Call Forward No Answer forwards the call to the manager if the Cisco IP Manager Assistant service is not available.

Setting the Service Parameters for Cisco Unified Communications Manager Assistant
Service parameters for the Cisco IP Manager Assistant service comprise two categories: general and clusterwide. Specify clusterwide parameters once for all Cisco IP Manager Assistant services. Specify general parameters for each Cisco IP Manager Assistant service that is installed. Set the Cisco IP Manager Assistant service parameters by using Cisco Unified Communications Manager Administration to access the service parameters (System > Service Parameters). Choose the server where the Cisco Unified Communications Manager Assistant application resides and then choose the Cisco IP Manager Assistant service. Cisco IP Manager Assistant includes the following service parameters that must be configured:

Clusterwide
– Cisco IPMA Server (Primary) IP Address—No default. Administrator must manually enter this

IP address. Administrator can assign up to 2500 managers and assistants to this address.
– Cisco IPMA Server (Backup) IP Address—No default. Administrator must manually enter this

IP address.
– Cisco IPMA Server Port—Default specifies Port 2912. – Cisco IPMA Assistant Console Heartbeat Interval—Default specifies 30 seconds. This interval

timer specifies how long it takes for the failover to occur on the assistant console.
– Cisco IPMA Assistant Console Request Timeout—Default specifies 30 seconds. – Cisco IPMA RNA Forward Calls—Default specifies False. If the parameter is set to True, an

assistant phone that does not get answered will forward to another assistant phone.
– Cisco IPMA RNA Timeout—Default specifies 10 seconds. RNA timeout specifies how long an

assistant phone can go unanswered before the call is forwarded to another assistant phone. If Call Forward No Answer (CFNA) and RNA timeout are both configured, the first timeout occurrence takes precedence.
– CTIManager Connection Security Flag has the following two options:

Nonsecure—The security mode specifies nonsecure.

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Use Cluster Default—Cisco IP Manager Assistant service fetches the security mode for the cluster. If the cluster security mode is detected as mixed, Cisco Unified Communications Manager Assistant will open a secure connection to CTI Manager by using the Application CAPF profile. To make the secure connection succeed, configure both the “CTI Manager Connection Security Flag” and the “CAPF Profile Instance ID for Secure Connection to CTI Manager” parameters.

Advanced Clusterwide
– Enable Multiple Active Mode—The default specifies False. When set to True, the administrator

can configure up to 7000 managers and assistants by using multiple pools.
– Pool 2: Cisco IPMA Server (Primary) IP Address—No default. Administrator must manually

enter this IP address. Administrator can assign up to 2500 managers and assistants to this address.
– Pool 2: Cisco IPMA Server (Backup) IP Address—No default. Administrator must manually

enter this IP address.
– Pool 3: Cisco IPMA Server (Primary) IP Address—No default. Administrator must manually

enter this IP address. Administrator can assign up to 2500 managers and assistants to this address.
– Pool 3: Cisco IPMA Server (Backup) IP Address—No default. Administrator must manually

enter this IP address.

Cisco IPMA Service Parameters for each server
– CTIManager (Primary) IP Address—No default. Enter the IP address of the primary

CTIManager that will be used for call control.
– CTIManager (Backup) IP Address—No default. Administrator must manually enter this IP

address.
– Route Point Device Name for Proxy Mode—No default. Choose the Cisco Unified

Communications Manager Assistant route point device name (that you configure by using Device > CTI Route Point).
– CAPF Profile Instance Id for Secure Connection to CTIManager—This service parameter

specifies the Instance Id of the Application CAPF Profile for the Application User IPMASecureSysUser that this Cisco Unified Communications Manager Assistant server will use to open a secure connection to CTIManager. You must configure this parameter if CTIManager Connection Security Flag is enabled. Cisco Unified Communications Manager Assistant includes the following clusterwide parameters that must be configured if you want to use the Cisco Unified Communications Manager Assistant automatic configuration for managers and assistants:

Softkey Templates
– Assistant Softkey Template—Default specifies Standard Assistant softkey template. This

parameter specifies the softkey template that is assigned to the assistant device during assistant automatic configuration.
– Manager Softkey Template for Proxy Mode—Default specifies Standard Manager softkey

template. This parameter specifies the softkey template that is assigned to the manager device during manager automatic configuration.
– Manager Softkey Template for Shared Mode—Default specifies Standard Shared Mode

Manager. This service parameter does not apply to proxy line support.

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IPMA Device Configuration Defaults
– Manager Partition—No default. This parameter specifies the partition that the automatic

configuration assigns to the manager line(s) that Cisco Unified Communications Manager Assistant handles on the manager device. Enter a partition that exists in the system. If you run the Cisco Unified Communications Manager Assistant Configuration Wizard, the wizard populates this value.
– All User Partition—No default. This parameter specifies the partition that the automatic

configuration assigns to the proxy line(s) and the intercom line on the assistant device as well as the intercom line on the manager device. Enter a partition that exists in the system. If you run the Cisco Unified Communications Manager Assistant Configuration Wizard, the wizard populates this value.
– IPMA Calling Search Space—No default. This parameter specifies the calling search space that

the automatic configuration assigns to the manager line(s) that Cisco Unified Communications Manager Assistant handles and the intercom line on the manager device as well as the assistant intercom line on the assistant device. Enter a calling search space that exists in the system. If you run the Cisco Unified Communications Manager Assistant Configuration Wizard, the wizard populates this value.
– Manager Calling Search Space—No default. This parameter specifies the calling search space

that the automatic configuration assigns to the proxy line(s) on the assistant device. Enter a calling search space that exists in the system. If you run the Cisco Unified Communications Manager Assistant Configuration Wizard, the wizard populates this value.
– Cisco IPMA Phone Service—No default. This parameter specifies the IPMA phone service that

the automatic configuration assigns to the manager device. If you run the Cisco Unified Communications Manager Assistant Configuration Wizard, the wizard populates this value.
– IPMA Secondary Phone Service—No default. This parameter specifies a secondary IPMA

phone service that the automatic configuration assigns to the manager device if the primary service is not available.

Proxy Directory Number Range
– Starting Directory Number—No default. The Starting Directory Number and the Ending

Directory Number parameters provide a range of proxy numbers that are available for the assistant configuration. The Starting Directory Number parameter specifies the first directory number in the range. The next available number in the range displays in the Proxy Line field in the End User Configuration window when you are configuring an assistant.
– Ending Directory Number—No default. The Starting Directory Number and the Ending

Directory Number parameters provide a range of proxy numbers that are available for the assistant configuration. The Ending Directory Number parameter specifies the last directory number in the range. If you enter a smaller value in the Ending Directory Number field than you do in the Starting Directory Number field, a message displays when you access the Assistant Configuration in the End User Configuration window.

Proxy Directory Number Prefix
– Number of Characters to be Stripped from Manager Directory Number—Default specifies 0.

This parameter specifies the number of characters that Cisco Unified Communications Manager strips from a manager directory number (DN) in the process of generating a proxy DN. You can use this parameter along with the Prefix for Manager Directory Number parameter to generate a proxy DN. For example, if you strip 2 digits from a manager DN of 2002 and add a prefix of 30 (specified in the Prefix for Manager Directory Number service parameter), Cisco Unified Communications Manager generates a proxy DN of 3002. You can strip 0 to 24 characters.

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– Prefix for Manager DN—No default. This parameter specifies the prefix that Cisco Unified

Communications Manager adds to a manager DN in the process of generating the proxy DN. For example, if manager DN is 1001, number of characters to be stripped is 0, and the prefix is *, Cisco Unified Communications Manager generates a proxy DN of *1001. The maximum prefix length equals 24.

Configuring Multiple Servers for Cisco Unified Communications Manager Assistant Scalability
Cisco Unified Communications Manager supports up to 3500 managers and 3500 assistants for a total of 7000 users. To support 7000 users, the administrator must configure multiple active Cisco IP Manager Assistant servers by enabling and setting service parameters. Administrators can configure up to three active Cisco IP Manager Assistant servers, each managing up to 2500 managers and assistants. Each server can also have a backup server. Configure the Cisco IP Manager Assistant servers by using the Advanced Service Parameters, Enable Multiple Active Mode, Pool 2: Cisco IPMA Server, and Pool3: Cisco IPMA Server. See the “Setting the Service Parameters for Cisco Unified Communications Manager Assistant” section on page 9-22 for more information. See Figure 9-5.

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Figure 9-5

Scalability Architecture

CMA Pool1 Backup CMA Pool1 Primary
CTI DB

CMA Pool2 Backup CMA Pool2 Primary
CTI DB

CMA Pool3 Backup CMA Pool3 Primary
CTI DB

Console Applications and Web pages for Pool 1 users

Primary CM

DB

Console Applications and Web pages for Pool 3 users

Console Applications and Web pages for Pool 2 users
201292

IP Managers Phones

IP Assistants Phones

1. 2. 3. 4.

Activate IPMA service (see the “Installing and Activating Cisco Unified Communications Manager Assistant” section on page 9-11) Enable multiple active mode (see the “Setting the Service Parameters for Cisco Unified Communications Manager Assistant” section on page 9-22) Provide IP addresses for multiple pools (see the “Setting the Service Parameters for Cisco Unified Communications Manager Assistant” section on page 9-22) Add the pool to the manager/assistant from the End User Configuration window (see the “Configuring a Manager and Assigning an Assistant for Proxy Line Mode” section on page 9-32)

Migration Considerations

If you are migrating from a release previous to Cisco Unified Communications Manager Release 7.0(1), all managers and assistants will get migrated to Pool 1 (the default).

Security Considerations
Cisco Unified Communications Manager Assistant supports a secure connection to CTI (transport layer security connection).

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The administrator must configure a CAPF profile (one for each Cisco Unified Communications Manager Assistant node) by choosing User Management > Application User CAPF Profile. From the Application User drop-down list box that is on the Application User CAPF Profile Configuration window, the administrator chooses IPMASecureSysUser. For more information about configuring security for Cisco Unified Communications Manager Assistant, see the information on the CTIManager Connection Security Flag and the CAPF Profile Instance Id for Secure Connection to CTIManager service parameters in the “Setting the Service Parameters for Cisco Unified Communications Manager Assistant” section on page 9-22. The Cisco Unified Communications Manager Security Guide provides detailed security configuration procedures for CTI applications.

Starting the Cisco IP Manager Assistant Service
The Cisco IP Manager Assistant service runs as an application on Cisco Tomcat. To start or stop the Cisco IP Manager Assistant service, use the Serviceability Control Center Feature Services window.

Cisco Unified IP Phone Service Configuration
Add the Cisco IP Manager Assistant service as a new Cisco Unified IP Phone Service. Configure a name, description, and the URL for the Cisco IP Manager Assistant service. The name and description that you enter should be in the local language because it displays on the manager Cisco Unified IP Phone. For more information, see IP Phone Services Configuration in the Cisco Unified Communications Manager Administration Guide. Provide a URL by using the format http://<server-ipaddress>:8080/ma/servlet/MAService?cmd=doPhoneService&Name=#DEVICENAM E# For example http://123.45.67.89:8080/ma/servlet/MAService?cmd=doPhoneService&Name=#DEVICENAME#
Configuration Tips

To provide redundancy for the Cisco Unified IP Phone Service, create a Cisco Unified IP Phone Service that uses the host name rather than the IP address. The host name in DNS should resolve to both Cisco Unified Communications Manager Assistant primary and backup IP addresses. The phone functionality for softkeys and filtering, as well as the phone service, will fail over automatically in the case of a failover.

Manager and Assistant Phone Configuration
You must configure devices for each manager and assistant. Before you begin, complete the following tasks, depending on the phone type.
Cisco Unified IP Phone 7940/41, 7960/ 61, and 7970/71 (SCCP and SIP)

Add a Cisco Unified IP Phone 7940/41, 7960/61, or 7970/71 for each manager and assistant that will be using Cisco Unified Communications Manager Assistant. To add these phones, use one of the following methods:
– Manually (Device > Phone)

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– Auto registration – BAT •

Assign the Standard Assistant or Standard Manager softkey template.

Cisco Unified IP Phone 7940/41

You can use the Cisco Unified IP Phone 7940/41 for Cisco Unified Communications Manager Assistant, but certain restrictions apply.

Add a Cisco Unified IP Phone 7940/41 for each manager with the following items configured:
– Two lines, one for the primary line and one for the intercom – Softkey template for manager with shared line support

Add a Cisco Unified IP Phone 7940/41 for each assistant with the following items configured:
– Two lines, one for the primary line and one for the intercom – Softkey template for assistant

Note

Cisco supports the Cisco Unified IP Phone 7940/41 for Cisco Unified Communications Manager Assistant but recommends the Cisco Unified IP Phone 7960/61 or 7970/71 because they provide more functionality.

Note

Cisco Unified IP Phone 7940/60 supports only the Cisco Unified Communications Manager Assistant intercom feature.

After you complete these tasks, configure the phones as described in the following sections:
• • •

Manager Phones, page 9-28 Assistant Phones, page 9-29 Nonmanager and Nonassistant Phones, page 9-31

Manager Phones
The following section describes the Cisco Unified Communications Manager Assistant requirements and tips for configuring a manager phone.
Manager Phone Configuration

Configure the manager Cisco Unified IP Phones with the following settings:
• • • • • • •

Standard Manager softkey template Primary line Additional lines if required Voice-messaging profile on primary line If using the Cisco Unified IP Phone 7941, 7961, 7970, or 7971, configure the intercom feature If using the Cisco Unified IP Phone 7940/60, configure the incoming intercom line to support the auto answer with speakerphone or headset option If using the Cisco Unified IP Phone 7940/60, configure the speed dial for outgoing intercom targets

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• •

Subscribe to Cisco Unified IP Phone Service, Assistant Primary Phone Service. If necessary, subscribe to Cisco Unified IP Phone Service, Assistant Secondary Phone Service. Set user locale

You can automate some of these settings by choosing the Automatic Configuration check box on the Manager Configuration window when you configure the manager. Automatic Configuration sets the following items for the manager device or device profile:
• • • •

Softkey template Subscription to Cisco Unified Communications Manager Assistant phone service Calling search space and partition for Cisco Unified Communications Manager Assistant-controlled selected lines and intercom line (applies only to Cisco Unified IP Phone7940/60) Auto answer with speakerphone for intercom line (applies only to Cisco Unified IP Phone 7940/60)

Before you can automatically configure a manager phone, you must set the Cisco IP Manager Assistant service parameters in the IPMA Device Configuration Defaults section. These parameters specify information such as which partition and calling search space to use for a manager line. You can enter these parameters manually, or you can populate the parameters by using the Cisco Unified Communications Manager Assistant Configuration Wizard. For more information about these parameters, see the “Setting the Service Parameters for Cisco Unified Communications Manager Assistant” section on page 9-22. For more information on the Cisco Unified Communications Manager Assistant Configuration Wizard, see the “Cisco Unified Communications Manager Assistant Configuration Wizard” section on page 9-17. After you enter the appropriate service parameters, you can automatically configure a manager phone by choosing the Automatic Configuration check box on the Manager Configuration window and clicking Save. For step-by-step instructions, see the “Configuring a Manager and Assigning an Assistant for Proxy Line Mode” section on page 9-32.
Configuration Tips for Manager
• •

Do not configure Call Forward All Calls on the manager primary DN because the manager cannot intercept calls that are routed to the assistant proxy DN when Call Forward All Calls is set. Configure primary lines (Cisco Unified Communications Manager Assistant-controlled lines) and assign DNs; use the Managers partition and the CSS-I-E calling search space for these lines if you are not using the automatic configuration. If the manager is using the Cisco Unified IP Phone 7940 or 7960, configure an incoming intercom line and assign a DN; use the Everyone partition and the CSS-I-E calling search space if you are not using the automatic configuration. If the manager is using the Cisco Unified IP Phone 7941, 7961, 7970, or 7971 and requires intercom, add the intercom DN and choose the applicable intercom partition and intercom calling search space.

Cisco Unified Communications Manager Assistant supports the Cisco Unified IP Phone 7940/41. For more information, see the “Cisco Unified IP Phone 7940/41” section on page 9-28.

Assistant Phones
The following section describes the Cisco Unified Communications Manager Assistant requirements and provides tips for configuring an assistant phone.

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Assistant Phone Configuration

Configure the assistant Cisco Unified IP Phones with the following settings:
• • • • • • • • •

Standard Assistant softkey template Default expansion module (optional) Standard Assistant phone button template (if using an expansion module) Primary line Proxy lines for each configured manager with a voice-mail profile that is the same as the manager voice-mail profile Incoming intercom line to support the auto answer with speakerphone or headset option (applies only to Cisco Unified IP Phone 7940/60) Speed dial to incoming intercom line for each configured manager (applies only to Cisco Unified IP Phone 7940/60) Set user locale Subscribe to Cisco Unified IP Phone Service, Assistant Primary Phone Service. If necessary, subscribe to Cisco Unified IP Phone Service, Assistant Secondary Phone Service.

You can automate some settings by choosing the Automatic Configuration check box on the Assistant Configuration window when you configure the assistant. Automatic Configuration sets the following items for the assistant device or device profile:
• • • • •

Softkey template Phone button template Calling search space and partition for existing proxy lines and intercom line Auto answer with speakerphone for intercom line Autogenerated proxy lines creation, if chosen

Before you can automatically configure an assistant phone, you must set the Cisco IP Manager Assistant service parameters in the IPMA Device Configuration Defaults section. These parameters specify information such as which partition and calling search space to use for assistant proxy and intercom lines. You can enter these parameters manually, or you can populate the parameters by using the Cisco Unified Communications Manager Assistant Configuration Wizard. For more information about these parameters, see the “Setting the Service Parameters for Cisco Unified Communications Manager Assistant” section on page 9-22. For more information on the Cisco Unified Communications Manager Assistant Configuration Wizard, see the “Cisco Unified Communications Manager Assistant Configuration Wizard” section on page 9-17. After you have entered the appropriate service parameters, you can automatically configure an assistant phone by choosing the Automatic Configuration check box on the Assistant Configuration window. For step-by-step instructions, see the “Configuring Proxy, Incoming Intercom, and Primary Lines for the Assistant” section on page 9-35. Automatic configuration allows you to create a proxy line automatically (with the required calling search space and partition information) on the assistant phone. The autogenerated proxy numbers get generated from the values that you enter for the Proxy Directory Number Range and Proxy Directory Number Prefix service parameters as described in the “Setting the Service Parameters for Cisco Unified Communications Manager Assistant” section on page 9-22. Autogenerated numbers appear along with lines on the assistant device in the Proxy Line drop-down list box on the Assistant Configuration window when you configure the assistant. “Line” appears before existing lines on the assistant phone. “Auto” appears before each autogenerated number until the system adds that proxy line to an assistant phone. The system sets the calling search space and partition for the

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proxy line and the intercom line, if any, on the basis of the Cisco IP Manager Assistant service parameter settings. For step-by-step instructions, see the “Configuring Proxy, Incoming Intercom, and Primary Lines for the Assistant” section on page 9-35.
Configuration Tips for Assistant

If the assistant is using the Cisco Unified IP Phone 7940 or 7960, configure an incoming intercom line and assign a DN; use the Everyone partition and the CSS-I-E calling search space if you are not using the automatic configuration. If the assistant is using the Cisco Unified IP Phone 7941, 7961, 7970, or 7971 and requires intercom, add the intercom DN and choose the applicable intercom partition and intercom calling search space. Configure a proxy line and assign a DN for each manager that the assistant will support; use the Everyone partition and the CSS-M-E calling search space if you are not using the automatic configuration.

Cisco Unified Communications Manager Assistant supports the Cisco Unified IP Phone 7940/41. For more information, see the “Cisco Unified IP Phone 7940/41” section on page 9-28.

Nonmanager and Nonassistant Phones
In addition to configuring manager and assistant devices, configure all other users in the Cisco Unified Communications Manager cluster. Proper configuration allows managers and assistants to make calls to and receive calls from all other users in the cluster.
Configuration Tips for Nonmanager and Nonassistant
• • •

Use the Everyone partition for all other users. Use the CSS-I-E calling search space for all other users. If you use auto registration, perform the following tasks:
– On the Device Pool Configuration window (System > Device Pool), choose CSS-I-E from the

Calling Search Space for Auto-registration field.
– On the Cisco Unified Communications Manager Configuration window (System > Cisco

Unified Communications Manager), choose Everyone from the Partition field.

If you use BAT, you can use the Everyone template that the Cisco Unified Communications Manager Assistant Configuration Wizard created to add phones in the Everyone partition and the CSS-I-E calling search space.

Manager and Assistant Configuration
From the Cisco Unified Communications Manager End User Configuration window, configure the settings for the managers and assistants who use the Cisco Unified Communications Manager Assistant feature. You can configure Cisco Unified Communications Manager Assistant in proxy line or shared line mode. To configure the manager and assistant for proxy line mode, see the “Configuring a Manager and Assigning an Assistant for Proxy Line Mode” section on page 9-32. To configure the manager and assistant for shared line mode, see the “Configuring a Manager and Assigning an Assistant for Shared Line Mode” section on page 10-21. From the End User Configuration window, perform the following functions:

Choose manager and assistant devices.

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• • •

Automatically configure a manager or assistant device, if you want one. Choose the local language in which the User Information window displays. Choose the Manager Configuration or Assistant Configuration window to configure the following Cisco Unified Communications Manager Assistant settings:
– Set up primary and incoming intercom lines for intercom capability. For example, configure

extension 3102 as the intercom line for the manager. This line will receive intercom calls from the assistant; for example, the assistant line 1 (1102) and line 2 (1103) display on the assistant console, and the assistant answers them. The intercom line that you choose will be the one that you created by using the Cisco Unified Communications Manager intercom feature (applicable only to Cisco Unified IP Phones 7941, 7961, 7979, and 7971) or by using speed dials (applicable only to Cisco Unified IP Phones 7940 and 7960).

Note

– Configure assistant information for managers. – Set up proxy lines for each manager on the assistant phone. For example, assistant lines 4 and

5 take calls from manager lines 1102 and 1103. The following sections provide details about configuring the manager and assistant settings:
• • • • •

Configuring a Manager and Assigning an Assistant for Proxy Line Mode, page 9-32 Deleting Cisco Unified Communications Manager Assistant Information from the Manager, page 9-34 Configuring Proxy, Incoming Intercom, and Primary Lines for the Assistant, page 9-35 Deleting the Cisco Unified Communications Manager Assistant Information from the Assistant, page 9-37 Intercom, page 22-1

Configuring a Manager and Assigning an Assistant for Proxy Line Mode
Perform the following procedure to configure a manager and assign an assistant to the manager. To configure a new user, see “Configuring an End User” in the Cisco Unified Communications Manager Administration Guide. Configure manager information before configuring assistant information.
Procedure
Step 1 Step 2 Step 3

Tip

To configure the manager and to assign an assistant to an existing user, choose User Management > End User. To find the user that will be the Cisco Unified Communications Manager Assistant manager, click the Find button or enter the user name in the Search Options field and click the Find button. To display user information for the chosen manager, click the user name. The End User Configuration window displays. To configure Cisco Unified Communications Manager Assistant information for the manager, choose Manager Configuration from the Related Links drop-down list box and click Go.

Step 4

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Step 5

The Manager Configuration window displays and contains manager information, assistant information, and controlled lines information for the chosen user. To view existing assistant configuration information, click the assistant name in the Associated Assistants list and click the View Details link. The Assistant Configuration information displays. To return to the manager configuration information, click the manager name in the Associated Managers list and click the View Details link.

Tip

Step 6

To associate a device name or device profile with a manager, choose the device name or device profile from the Device Name/Profile drop-down list box. Extension mobility can optionally use device profiles. For information about using Cisco Extension Mobility with Cisco Unified Communications Manager Assistant, see the “Extension Mobility” section on page 9-8. If the manager telecommutes, click the Mobile Manager check box and optionally choose Device Profile. When Device Profile is chosen, the manager must log on to the phone by using extension mobility before accessing Cisco Unified Communications Manager Assistant.

Note

Step 7

From the Intercom Line drop-down list box, choose the intercom line appearance for the manager, if applicable. The chosen intercom line applies to the Cisco Unified Communications Manager Assistant and Cisco Unified Communications Manager intercom features.

Note

Step 8 Step 9 Step 10

From the Assistant Pool drop-down list box, choose the appropriate Pool number (1 to 3). To assign an assistant to the manager, choose an assistant from the Available Assistants list and click the down arrow to move the chosen assistant to the Associated Assistants list. From the Available Lines selection box, choose a line that you want Cisco Unified Communications Manager Assistant to control and click the down arrow to make the line display in the Selected Lines selection box. Configure up to five Cisco Unified Communications Manager Assistant-controlled lines. To remove a line from the Selected Lines selection box and from Cisco Unified Communications Manager Assistant control, click the up arrow.

Step 11

To automatically configure the softkey template, subscription to the Cisco Unified Communications Manager Assistant phone service, calling search space and partition for Cisco Unified Communications Manager Assistant—Controlled selected lines and intercom line, and auto answer with speakerphone for intercom line for the manager phone based on the Cisco IP Manager Assistant service parameters, check the Automatic Configuration check box. Automatic Configuration for intercom applies only when using the Cisco Unified Communications Manager Assistant intercom feature for the Cisco Unified IP Phones 7940 and 7960.

Note

Step 12

Click the Save button. The update takes effect immediately. If you checked the Automatic Configuration check box and the service parameters are invalid, a message displays.

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Upon successful completion of the automatic configuration, the manager device resets. If you configured a device profile, the manager must log out and log in to the device for settings to take effect.

Note

When non-Cisco Unified Communications Manager Assistant changes such as name, user locale, or PIN, are made to a user, the user (manager or assistant) must log out of Cisco Unified Communications Manager Assistant and log in before the changes occur.
Additional Information

See the “Related Topics” section on page 9-42.

Deleting Cisco Unified Communications Manager Assistant Information from the Manager
Perform the following procedure to delete Cisco Unified Communications Manager Assistant information for a manager. To delete non-Cisco Unified Communications Manager Assistant information for a manager, see the “Configuring an End User” section in the Cisco Unified Communications Manager Administration Guide.
Procedure
Step 1

To search for the manager for whom you want to delete Cisco Unified Communications Manager Assistant information, choose User Management > End User from Cisco Unified Communications Manager Administration. From the Find and List Users window, click the Find button or enter the user name in the Search Options field and click the Find button. A list of configured users displays. Choose the manager whose information you want to delete. From the Related Links drop-down list box, click Manager Configuration. The Manager Configuration window displays and contains manager configuration information. Click the Delete button. The update takes effect immediately.

Step 2

Step 3 Step 4

Step 5

Additional Information

See the “Related Topics” section on page 9-42.

Updating the Manager Cisco Unified Communications Manager Assistant Configuration
Perform the following procedure to update Cisco Unified Communications Manager Assistant information for a manager. To update non-Cisco Unified Communications Manager Assistant information for a manager, see the “Configuring an End User” section in the Cisco Unified Communications Manager Administration Guide.

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Procedure
Step 1

To search for the manager for whom you want to update Cisco Unified Communications Manager Assistant information, choose User Management > End User from Cisco Unified Communications Manager Administration. From the Find and List Users window, click the Find button or enter the user name in the Search Options field and click the Find button. A list of configured users displays. Choose the manager whose information you want to update. From the Related Links drop-down list box, click Manager Configuration. The Manager Configuration window displays and contains manager configuration information. Update the information that you want changed such as device name, controlled lines, assistant, or intercom line appearance. When the Automatic Configuration check box is checked, the system automatically configures the softkey template, subscription to the Cisco Unified Communications Manager Assistant phone service, calling search space and partition for Cisco Unified Communications Manager Assistant—Controlled selected lines and intercom line, and auto answer with speakerphone for intercom line for the manager phone based on the Cisco IP Manager Assistant service parameters.

Step 2

Step 3 Step 4

Step 5

Note

Step 6

Click the Save button. The update takes effect immediately.

Note

When non-Cisco Unified Communications Manager Assistant changes such as name, user locale, or PIN are made to a user, the user (manager or assistant) must log out of Cisco Unified Communications Manager Assistant and log in for the changes to occur.
Additional Information

See the “Related Topics” section on page 9-42.

Configuring Proxy, Incoming Intercom, and Primary Lines for the Assistant
Use the Assistant Configuration of the End User Configuration window to configure the following items:
• • • •

Device name of the assistant phone Intercom line that the assistant uses to answer the incoming intercom call (optional) Primary line to make outgoing calls (optional) Proxy line of the assistant phone that is associated with the manager, the manager name, and the manager line. For example, the assistant phone line 3 gets used to answer manager Mary Smith phone line 2.

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A proxy line specifies a phone line that appears on the assistant Cisco Unified IP Phone. Cisco Unified Communications Manager Assistant uses proxy lines to manage calls that are intended for a manager; for example, manager1. If the call-routing software determines that the call should be presented to the assistant because manager1 cannot accept the call, the call routes to the proxy line that is configured for manager1 on the assistant Cisco Unified IP Phone. You can manually configure a line on the assistant phone to serve as the proxy line, or you can use automatic configuration to generate a DN and to add the line to the assistant phone. For information about configuring shared and intercom lines for Cisco Unified Communications Manager Assistant with shared line mode, see the “Configuring Shared and Incoming Intercom Lines for the Assistant” section on page 10-24. When you display Cisco Unified Communications Manager Assistant information for the assistant, the system generates DNs on the basis of Cisco IP Manager Assistant service parameter entries in the Proxy Directory Number Range and Proxy Directory Prefix sections. For more information about these service parameters, see the “Setting the Service Parameters for Cisco Unified Communications Manager Assistant” section on page 9-22. Perform the following procedure to configure the proxy and incoming intercom line appearances for an assistant. To configure a new user, see the “Configuring an End User” section in the Cisco Unified Communications Manager Administration Guide. Before configuring the Cisco Unified Communications Manager Assistant information for an assistant, you must configure the manager information and assign an assistant to the manager. See “Configuring a Manager and Assigning an Assistant for Proxy Line Mode” section on page 9-32.
Before You Begin

Tip

If you want to automatically configure the proxy line on the assistant phone, configure the service parameters in the Proxy Directory Number Range and Proxy Directory Number Prefix sections.
Procedure
Step 1 Step 2 Step 3

To configure an assistant and assign proxy and incoming intercom lines, choose User Management > End User. To find the user that will be the assistant, click the Find button or enter the user name in the Search Options field and click the Find button. To display user information for the chosen assistant, click the user name. The End User Configuration window displays. To configure Cisco Unified Communications Manager Assistant information for the assistant, choose Assistant Configuration from the Related Links drop-down list box and click Go. The Assistant Configuration window displays. From the Device Name drop-down list box, choose the device name to associate with the assistant. From the Intercom Line drop-down list box, choose the incoming intercom line appearance for the assistant. From the Primary Line drop-down list box, choose the primary line appearance for the assistant. Use the selection boxes in the Manager Association to Assistant Line area to assign and associate manager line numbers to the assistant line numbers.

Step 4

Step 5 Step 6 Step 7 Step 8

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In the Available Lines selection box, choose the assistant line. The word “Auto” precedes the autogenerated proxy lines. If you want Cisco Unified Communications Manager to create an autogenerated proxy line on the assistant phone, choose an autogenerated proxy line and ensure that the Automatic Configuration check box is checked. The system automatically sets the softkey template as well as the calling search space and partition for existing proxy lines and intercom line on the basis of the Cisco IP Manager Assistant service parameter settings when the Automatic Configuration check box is checked. Additionally, the system sets auto answer with speakerphone for intercom line.

Note

Step 9 Step 10 Step 11

In the Manager Names selection box, choose the manager for whom this proxy line will apply. In the Manager Lines selection box, choose the manager line for which this proxy line will apply. Click the Save button. The update takes effect immediately. If you chose automatic configuration, the assistant device automatically resets.

Additional Information

See the “Related Topics” section on page 9-42.

Deleting the Cisco Unified Communications Manager Assistant Information from the Assistant
Perform the following procedure to delete Cisco Unified Communications Manager Assistant information for an assistant. To delete non-Cisco Unified Communications Manager Assistant information for an assistant, see the “Configuring an End User” section in the Cisco Unified Communications Manager Administration Guide.
Procedure
Step 1

To search for the assistant for whom you want to delete Cisco Unified Communications Manager Assistant information, choose User Management > End User from Cisco Unified Communications Manager Administration. From the Find and List Users window, click the Find button or enter the user name in the Search Options field and click the Find button. A list of configured users displays. Choose the assistant whose information you want to delete. From the Related Links drop-down list box, click Assistant Configuration. The Assistant Configuration window displays. Click the Delete button. The update takes effect immediately.

Step 2

Step 3 Step 4

Step 5

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Note

When non-Cisco Unified Communications Manager Assistant changes such as name, user locale, or PIN, are made to a user, the user (manager or assistant) must log out of Cisco Unified Communications Manager Assistant and log in before the changes occur.
Additional Information

See the “Related Topics” section on page 9-42.

Updating the Assistant Cisco Unified Communications Manager Assistant Configuration
Perform the following procedure to update Cisco Unified Communications Manager Assistant information for an assistant. To update non-Cisco Unified Communications Manager Assistant information for an assistant, see the “Configuring an End User” section in the Cisco Unified Communications Manager Administration Guide.
Procedure
Step 1 Step 2

To search for the assistant for whom you want to update information, choose User Management > End User from Cisco Unified Communications Manager Administration. From the Find and List Users window, click the Find button or enter the user name in the Search Options field and click the Find button. A list of configured users displays. Choose the assistant whose information you want to update. From the Related Links drop-down list box, click Assistant Configuration. The Assistant Configuration window displays. Update the information such as device name, intercom line, or manager association information that you want changed. The system automatically configures the softkey template, subscription to the Cisco Unified Communications Manager Assistant phone service, calling search space and partition for Cisco Unified Communications Manager Assistant—Controlled selected lines and intercom line, and auto answer with speakerphone for intercom line for the manager phone based on the Cisco IP Manager Assistant service parameters when the Automatic Configuration check box is checked.

Step 3 Step 4

Step 5

Note

Step 6

Click the Save button. The update takes effect immediately.

Note

When non-Cisco Unified Communications Manager Assistant changes such as name, user locale, or PIN, are made to a user, the user (manager or assistant) must log out of Cisco Unified Communications Manager Assistant and log in before the changes can occur.

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1(x) attendant console application..x or 6.0.1(3)). and Microsoft Internet Explorer 6.0(1). or any 5. choose Start> .0.x version of the assistant console application before you install the plug-in.1. For example. install the plug-in. After you upgrade from Cisco Unified CallManager Release 4. uninstall the 4. Internet Explorer 7.Chapter 9 Cisco Unified Communications Manager Assistant With Proxy Line Support Providing Information to Cisco Unified Communications Manager Assistant Managers and Assistants Additional Information See the “Related Topics” section on page 9-42.x version before 5. Windows XP. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 9-39 . Microsoft Internet Explorer 6. you must install the assistant console plug-in..1(3) or 6. Cisco Unified Communications Manager System Guide Providing Information to Cisco Unified Communications Manager Assistant Managers and Assistants Install the assistant console application for Cisco Unified Communications Manager Assistant by accessing a URL. The assistant console application installation program supports Netscape 7.x or 6.1 (or later). You can install the application on a PC that runs Windows 2000. Previous versions of the assistant console application do not work with Windows Vista. Cisco Unified Communications Manager System Guide Application Dial Rules Configuration Error Checking. to the assistant.x version of the assistant console application works with Cisco Unified Communications Manager 7. The administrator sends the URL. a dial rule can automatically add the digit 9 in front of a 7-digit telephone number to provide access to an outside line. The following sections provide additional information on application dial rules: • • Application Dial Rules Configuration Design. To uninstall a 5. in the “Installing the Assistant Console Application” section on page 9-39. Note Installing the Assistant Console Application The assistant console application installation supports Netscape 7. Before you install the plug-in.x version of the assistant console application.x to Cisco Unified Communications Manager 7. but if you decide to install the 7.x. or Windows Vista. Dial rules for Cisco Unified Communications Manager Assistant automatically strip numbers from or add numbers to telephone numbers that the assistant dials from the directory search window in the Assistant Console. go to the Control Panel and remove it. A previous 5. 4. To uninstall previous versions of the assistant console application (6.Programs > Cisco Unified CallManager Assistant > Uninstall Assistant Console. you must uninstall the previous 5. If the PC runs Windows Vista. and Internet Explorer 7.0 plug-in. Dial Rules Configuration The administrator uses dial rules configuration to add and sort the priority of dialing rules.

Locate the executable and run it. the application installs in C:\Program Files\Cisco\ Unified Communications Manager Assistant Console.. browse to Cisco Unified Communications Manager Administration and choose Application > Plugins.2_05 exist in C:\Program Files\Cisco\Cisco Unified Communications Manager. click the Download link.. save the executable to a location that you will remember. click Next. Choose the location where you want the application to install.Programs menu. Cisco Unified Communications Manager Features and Services Guide 9-40 OL-15410-01 . By default. After you choose the location for the installation. click the desktop icon or choose Cisco Unified Communications Manager Assistant > Assistant Console in the Start. Step 8 Tip To launch the assistant console. click Next. If you install the application on a Windows Vista PC. For the Cisco Unified Communications Manager Assistant plug-in. a security window may display. the assistant must enter the information in the Cisco Unified Communications Manager Assistant Server Port and the Cisco Unified Communications Manager Assistant Server Hostname or IP Address fields. click Finish. Tip Step 7 To install the application. To install the assistant console application. click Next. Before the assistant logs in to the console. The installation begins.4. give the assistant the port number and the IP address or hostname of the Cisco Unified Communications Manager server where the Cisco IP Manager Assistant service is activated. Tip The installation wizard displays. The first time that the assistant logs in to the console. Allow the installation to continue. Accept the license agreement and click Next. Step 4 Step 5 Step 6 In the Welcome window. After the installation completes. perform the following procedure: Procedure Step 1 Step 2 Step 3 From the PC where you want to install the assistant console application.Chapter 9 Cisco Unified Communications Manager Assistant With Proxy Line Support Providing Information to Cisco Unified Communications Manager Assistant Managers and Assistants Tip The assistant console application requires that JRE1.

This parameter determines whether a shortcut is created in the Start menu (Start > Programs > Cisco Unified Communications Manager Assistant > Assistant Console). The administrator must send this URL to the manager.Chapter 9 Cisco Unified Communications Manager Assistant With Proxy Line Support Providing Information to Cisco Unified Communications Manager Assistant Managers and Assistants Before the assistant logs in to the console. Assistant Console Dialog Options The assistant console displays a dialog that contains the following options: • Location to Install—The path of the directory where the assistant console software gets installed. give the assistant the user name and password that is required to log in to the console. for example.jsp where Cisco Unified Communications Manager Assistant server specifies the IP address of the server on which the Cisco IP Manager Assistant service is running.4. the following configuration must exist on the assistant console: – Install JRE 1. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 9-41 . – Create an environment variable—Assistant_JRE on the assistant console. c:\Program Files\Jave\j2re1. Install JRE—Default specifies true. The default specifies following path: c:\Program Files\Cisco\Cisco Unified Communications Manager Assistant Console Create Desktop Shortcut—Default specifies true. The Advanced tab in the Cisco Unified Communications Manager Assistant Settings window allows you to enable trace for the assistant console.2_05 (international version) on the assistant console. Create StartMenu Shortcut—Default specifies true.2_05. Manager Configuration Managers can customize their feature preferences from the Manager Configuration window by using the following URL: https://<Cisco Unified Communications Manager Assistant server>:8443/ma/desktop/maLogin. Additional Information Note See the “Related Topics” section on page 9-42.4. The Manager Configuration only supports Microsoft Internet Explorer (IE) 6 and Internet Explorer 7. This parameter determines whether JRE is installed along with assistant console. This parameter determines whether a shortcut is created on the assistant console. If this option is turned off. which gives the path • • • to the JRE.

Cisco Unified Communications Manager Administration Guide Associating Devices to an End User. page 9-34 Updating the Manager Cisco Unified Communications Manager Assistant Configuration. page 10-1 Cisco IP Manager Assistant Service. Cisco Unified Communications Manager System Guide Cisco Unified Communications Manager Assistant With Shared Line Support. Incoming Intercom. page 22-1 Additional Cisco Documentation • • • • • Cisco Unified Communications Manager Assistant User Guide Cisco Unified Communications Manager Administration Guide Cisco Unified Serviceability Administration Guide Cisco Unified Communications Manager Bulk Administration Guide Cisco Unified Communications Manager Security Guide Cisco Unified Communications Manager Features and Services Guide 9-42 OL-15410-01 . page 9-27 Nonmanager and Nonassistant Phones. page 9-17 Cisco Unified IP Phone Service Configuration. page 9-37 Configuring an End User. page 9-34 Configuring Proxy. and Primary Lines for the Assistant. page 9-3 Cisco Unified IP Phone Interface. page 9-32 Deleting Cisco Unified Communications Manager Assistant Information from the Manager. page 9-35 Deleting the Cisco Unified Communications Manager Assistant Information from the Assistant. Cisco Unified Communications Manager Administration Guide Intercom. page 9-31 Configuring a Manager and Assigning an Assistant for Proxy Line Mode.Chapter 9 Related Topics Cisco Unified Communications Manager Assistant With Proxy Line Support Related Topics • • • • • • • • • • • • • • • Softkey Templates. page 9-5 Cisco Unified Communications Manager Assistant Configuration Wizard.

page 10-2 System Requirements for Cisco Unified Communications Manager Assistant with Shared Line Support. page 10-11 Providing Information to Cisco Unified Communications Manager Assistant Managers and Assistants. page 10-11 Configuring Cisco Unified Communications Manager Assistant with Shared Line Support. page 10-27 Related Topics. Cisco Unified Communications Manager users comprise managers and assistants. page 10-7 Installing and Activating Cisco Unified Communications Manager Assistant. To accommodate this number of users. This chapter provides the following information about Cisco Unified Communications Manager Assistant: • • • • • • • Introducing Cisco Unified Communications Manager Assistant. The feature comprises enhancements to phone capabilities for the manager and the assistant console application that are primarily used by the assistant. Cisco Unified Communications Manager Assistant supports two modes of operation: proxy line support and shared line support. Cisco Unified Communications Manager Assistant supports up to 3500 managers and 3500 assistants.CH A P T E R 10 Cisco Unified Communications Manager Assistant With Shared Line Support The Cisco Unified Communications Manager Assistant feature enables managers and their assistants to work together more effectively. Cisco Unified Communications Manager Assistant comprises features for managers and features for assistants. page 10-6 Interactions and Restrictions. page 10-30 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 10-1 . The Cisco IP Manager Assistant service supports both proxy line and shared line support simultaneously in a cluster. An assistant user handles calls on behalf of a manager. the administrator configures up to three Cisco Unified Communications Manager Assistant applications in one Cisco Unified Communications Manager cluster and assigns managers and assistants to each instance of the application.

page 10-5 Softkeys. page 10-6 Cisco Unified Communications Manager Assistant Architecture Overview The Cisco Unified Communications Manager Assistant feature architecture comprises the Cisco IP Manager Assistant service.Chapter 10 Introducing Cisco Unified Communications Manager Assistant Cisco Unified Communications Manager Assistant With Shared Line Support Introducing Cisco Unified Communications Manager Assistant The following sections provide information about the Cisco Unified Communications Manager Assistant feature: • • • • • • Cisco Unified Communications Manager Assistant Architecture Overview. the assistant console application. Display IP Cisco Unified CallManager Cisco Unified CallManager Manager Phone Cisco Unified Communications Manager Features and Services Guide 10-2 OL-15410-01 . page 10-6 Cisco Unified Communications Manager Assistant Administration Interface. See Figure 10-1. page 10-5 Assistant Interfaces. Figure 10-1 Cisco Unified Communications Manager Assistant Architecture Cisco IP Manager Assistant HTTP Tomcat Desktop TC Cisco IP Manager Assistant P/I P Assistant Console Manager Configuration HT HT TP TP IP CTI Manager CM DB M M Assistant Phone So y ftke 141809 Softkey. and the Cisco Unified IP Phone interfaces. page 10-2 Cisco Unified Communications Manager Assistant Database Access Architecture. Additional Information See the “Related Topics” section on page 10-30. page 10-5 Manager Interfaces.

Currently. which automatically starts Cisco Unified Communications Manager Assistant. Hosts the web pages that the manager uses for configuration. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 10-3 . and service continues uninterrupted to the users. you must configure a second Cisco IP Manager Assistant service in the same cluster. Accesses data from the database. Cisco Tomcat gets installed at Cisco Unified Communications Manager installation. the Assistant Console application fails over automatically to the backup server. See Figure 10-2. the Cisco IP Manager Assistant service attempts to become the active Cisco IP Manager Assistant service. The Cisco IPMA Assistant Console Heartbeat Interval service parameter (see the “Setting the Service Parameters for Cisco Unified Communications Manager Assistant” section on page 10-15) determines the time that the application takes to detect failure. To achieve redundancy. Cisco Unified Communications Manager Assistant requires only one CTI connection for all users in a cluster. All connections that were active get restored on the new server. the administrator activates the service from Serviceability. If it is. When the backup server detects a failure.After installation. Communicates to a Cisco Unified Communications Manager cluster through the Cisco CTIManager for third-party call control. Cisco IPMA Server (Primary) IP Address. Supports the Assistant Console application. it takes over and becomes the active server. The Cisco IP Manager Assistant service checks to see whether it is one of the Cisco Unified Communications Manager Assistant servers that is configured in the clusterwide service parameter. only one Cisco Unified Communications Manager Assistant server remains active and servicing all assistant console applications and phones. a servlet. • • Cisco Unified Communications Manager supports redundancy of the Cisco IP Manager Assistant service. a Cisco Unified Communications Manager cluster supports only one active Cisco IP Manager Assistant service. The Cisco IP Manager Assistant service performs the following tasks: • • • Hosts the HTTP services that run on the manager phone. If the active server fails. Cisco Unified Communications Manager Assistant implements redundancy by using an active/standby server model. The other server stays in a standby mode and will detect failures on the active server. At any time. The Cisco IP Manager Assistant service gets installed on all Cisco Unified Communications Manager servers in a cluster.Chapter 10 Cisco Unified Communications Manager Assistant With Shared Line Support Introducing Cisco Unified Communications Manager Assistant Cisco IP Manager Assistant Service Cisco Tomcat loads the Cisco IP Manager Assistant service. A shorter heartbeat interval leads to faster failover.

The user ID and password that are collected at the assistant console get encrypted before they are sent over the network. log on. See “Cisco Unified Communications Manager Assistant Administration Interface” section on page 10-6. Assistants use the Cisco Unified IP Phone and the assistant console application. The Assistant Console blocks nonauthorized users who are posing as assistants. Use a browser to access Manager configuration. For more information about how to use the assistant console features. keyboard shortcuts) Manager configuration (used for configuring the immediate divert target) Administrators use Cisco Unified Communications Manager Administration. to configure Cisco Unified Communications Manager Assistant for managers and assistants. refer to the Cisco Unified Communications Manager Assistant User Guide. Cisco Unified Communications Manager Features and Services Guide 10-4 141811 OL-15410-01 . Assistant Console Interface Cisco Unified Communications Manager Assistant supports the following assistant console interfaces for managers and assistants: • • Assistant Console (used for call control. End User Configuration. See “Manager Interfaces” section on page 10-5 and “Assistant Interfaces” section on page 10-5.Chapter 10 Introducing Cisco Unified Communications Manager Assistant Cisco Unified Communications Manager Assistant With Shared Line Support Figure 10-2 Cisco Unified Communications Manager Assistant Redundancy Cisco Unified CallManager Cisco Unified CallManager M M Cisco Unified CallManager M Cisco Unified CallManager M Cisco Unified CallManager M Cisco Unified CallManager Assistant (Active) HTTP Cisco Unified CallManager Assistant (Standby) Client requests to the backup Cisco IP Manager Asistant service are rejected IP The Cisco IP Manager Assistant service includes built-in security to help prevent unauthorized access to its services. assistant preferences. Cisco Unified Communications Manager makes the Cisco Unified Communications Manager Assistant manager features available through the Cisco Unified IP Phone. monitoring managers call activity.

divert. Managers also have access to Cisco Unified Communications Manager features such as Do Not Disturb and i-Divert. and Transfer to Voice Mail from the Cisco Unified IP Phone softkeys. the softkeys Redirect and Transfer to Voice Mail become active for the shared lines. The assistant uses the Assistant Console to log on and log off. You can access Intercom and Distinctive Ringing on the assistant Cisco Unified IP Phone. an application. Intercept Call. The Assistant Console. The Assistant Console displays the assistant lines and the manager shared lines. The manager accesses the Cisco Unified Communications Manager Assistant features Assistant Watch. Note Assistant Interfaces The assistant accesses the Cisco Unified Communications Manager Assistant features by using the Assistant Console application and the Cisco Unified IP Phone. When the manager or assistant logs in. See “Manager Interfaces” section on page 10-5 and “Assistant Interfaces” section on page 10-5.Chapter 10 Cisco Unified Communications Manager Assistant With Shared Line Support Introducing Cisco Unified Communications Manager Assistant Cisco Unified IP Phone Interface Assistants and managers use softkeys to access Cisco Unified Communications Manager Assistant features. to set up assistant preferences. Cisco Unified Communications Manager Assistant Database Access Architecture The database stores all Cisco Unified Communications Manager Assistant configuration information. When the assistant logs in from the Assistant Console. Refer to the Cisco Unified Communications Manager Assistant User Guide for more information. provides call-control functions such as answer. the Cisco IP Manager Assistant service retrieves all data that is related to the manager or assistant from the database and stores it in memory. Cisco Unified Communications Manager Assistant automatically logs a manager into the Cisco IP Manager Assistant service when the Cisco IP Manager Assistant service starts. refer to the Cisco Unified Communications Manager Assistant User Guide. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 10-5 . and hold. For more information about how to use the Cisco Unified Communications Manager Assistant phone features. and to display the manager configuration window that is used to configure manager preferences. Assistants access the shared lines to manage calls that are intended for a manager. Manager Interfaces The manager phone makes available the manager features with the exception of Manager Configuration. The state of the Do Not Disturb feature displays in the Status Window on the Cisco Unified IP Phone. Refer to the Cisco Unified Communications Manager Assistant User Guide for more information. transfer.

The administrator sets up the shared line for the manager. Use Softkey Template configuration in Cisco Unified Communications Manager Administration to associate softkey templates with Cisco Unified Communications Manager Assistant devices and to create custom softkey templates.Chapter 10 Cisco Unified Communications Manager Assistant With Shared Line Support System Requirements for Cisco Unified Communications Manager Assistant with Shared Line Support Softkeys The Cisco Unified Communications Manager Assistant feature supports softkeys such as Redirect. and Netscape 7. which gets configured for the assistant. Softkeys only appear in their appropriate call state. The default process assigns call-processing softkey templates to devices. (See the “Interactions and Restrictions” section on page 10-7 for more information.) Cisco Unified Communications Manager Features and Services Guide 10-6 OL-15410-01 . System Requirements for Cisco Unified Communications Manager Assistant with Shared Line Support Cisco Unified Communications Manager Assistant with shared line support requires the following software components to operate: • • Cisco Unified Communications Manager Microsoft Internet Explorer or Netscape Navigator: – Cisco Unified Communications Manager Assistant administration (using Cisco Unified Communications Manager Administration) supports Microsoft Internet Explorer (IE) 6.1. and Netscape 7. the system makes call-processing (such as hold and dial) softkeys available with the Standard User template. Administrators can create custom softkey templates in addition to using the standard softkey templates that are included in Cisco Unified Communications Manager. and Do Not Disturb on the Cisco Unified IP Phone. Transfer to Voice Mail does not appear if no active calls exist. See the “Manager and Assistant Configuration” section on page 10-20. – The Assistant Console application installation program supports Microsoft Internet Explorer (IE) 6. See Softkey Template Configuration in the Cisco Unified Communications Manager Administration Guide. The administrator configures the appropriate softkey template for the devices that managers and assistants use. Internet Explorer 7. Transfer to Voice Mail. Internet Explorer 7. for example. Cisco Unified Communications Manager Assistant supports the following softkey templates: • • • Standard Manager—Supports manager for proxy mode Standard Shared Mode Manager—Supports manager for shared mode Standard Assistant—Supports assistant in proxy or shared mode Additionally. The administrator chooses the device for the manager and assistant and optionally chooses an intercom line for the manager and assistant.1. Note Cisco Unified Communications Manager Assistant Administration Interface The administrator uses the End User Configuration window of Cisco Unified Communications Manager Administration to configure the manager and assistant.

Refer to the Cisco Unified Communications Manager Bulk Administration Guide for more information. page 10-10 Interactions The following sections describe how Cisco Unified Communications Manager Assistant interacts with Cisco Unified Communications Manager applications: • • • • • Bulk Administration Tool. page 10-9 Intercom. page 10-7 Restrictions. page 10-9 Bulk Administration Tool The administrator can use the Bulk Administration Tool (BAT) to add many users (managers and assistants) at once instead of adding users individually.0 or later.) Note Cisco Unified IP Phones 7960/61 and 7970/71 that are running Cisco Unified Communications Manager Assistant may be equipped with a Cisco Unified IP Phone Expansion Module 7914. page 10-7 Extension Mobility. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 10-7 . you do not require an additional server. page 10-8 Reporting Tools. Interactions and Restrictions The following sections describe the interactions and restrictions for Cisco Unified Communications Manager Assistant: • • Interactions. The following phones that are running SCCP support Cisco Unified Communications Manager Assistant: • • • Cisco Unified IP Phone 7970/71 Cisco Unified IP Phone 7960/61 Cisco Unified IP Phone 7940/41 (See the “Restrictions” section on page 10-10. – The Manager Configuration application supports Microsoft Internet Explorer (IE) 6. page 10-8 Multilevel Precedence and Preemption (MLPP). The following phones that are running SIP support Cisco Unified Communications Manager Assistant: • • Cisco Unified IP Phone 7970/71 (G and G-GE) Cisco Unified IP Phone 7941/61 (G and G-GE) Because Cisco Unified Communications Manager Assistant is installed automatically on the same server with Cisco Unified Communications Manager. Microsoft Windows XP. and Microsoft Vista.Chapter 10 Cisco Unified Communications Manager Assistant With Shared Line Support Interactions and Restrictions – The Assistant Console application supports Microsoft Windows 2000.

see Chapter 8. To have access to Cisco Extension Mobility with Cisco Unified Communications Manager Assistant. Additional Information See the “Related Topics” section on page 10-30. Extension Mobility A manager who uses the Cisco Extension Mobility feature can simultaneously use Cisco Unified Communications Manager Assistant.Chapter 10 Interactions and Restrictions Cisco Unified Communications Manager Assistant With Shared Line Support The BAT templates that the Cisco Unified Communications Manager Assistant Configuration Wizard creates for Cisco Unified IP Phones 7970. the administrator checks the Mobile Manager check box in the Manager Configuration window in Cisco Unified Communications Manager Administration (accessed from the End User Configuration window). The log file resides on the server that runs the Cisco IP Manager Assistant service. For more information about configuring device profiles. The manager logs into the Cisco Unified IP Phone by using extension mobility. An assistant can change the manager defaults from the Assistant Console. The CDR Analysis and Reporting (CAR) tool supports call-completion statistics. The manager can then access the Cisco Unified Communications Manager Assistant features. Cisco Unified Serviceability supports inventory reporting. The following sections describe these reporting tools. and Cisco IP Manager Assistant service automatically gets enabled on that phone. Use the following command to obtain the log file: file get activelog tomcat/logs/ipma/log4j/ Note Cisco Unified Communications Manager Features and Services Guide 10-8 OL-15410-01 . Refer to the Cisco Unified Communications Manager Assistant User Guide for information about the URL and Manager Configuration. For more information about Cisco Extension Mobility. 7971.log. and 7941 support only the Cisco Unified Communications Manager intercom lines.” Reporting Tools Cisco Unified Communications Manager Assistant provides statistical information in the CDR Analysis and Reporting (CAR) tool and provides a summary of changes to configurations in a change log. 7961. Refer to the Cisco Unified Communications Manager System Guide. CDR Analysis and Reporting Cisco Unified Communications Manager Assistant supports call-completion statistics for managers and assistants and inventory reporting for managers and assistants. “Cisco Extension Mobility. When changes are made. the Cisco Unified Serviceability Administration Guide. the information gets sent to a log file that is called ipma_changeLogxxx. see Configuring a Device Profile in the Cisco Unified Communications Manager Administration Guide. See the “Configuring a Manager and Assigning an Assistant for Shared Line Mode” section on page 10-21.txt The administrator can view a summary of changes that are made to the Manager or Assistant Configurations. Unified CM AssistantChangeLog*. and the CDR Analysis and Reporting Administration Guide for more information. A manager can change defaults by accessing the Manager Configuration from a URL.

divert target number Old Value—The value of the information before the change New Value—The value of the information after the change Because the information in the log file is comma delimited. for example. Because Cisco Unified Communications Manager Assistant does not have knowledge of the precedence of a call. When complete. file type as Delimited and click Next. The log file contains the following fields: • • • • • • • • • LineNumber—The line in the log file with information about changes TimeStamp—The time that the configuration changed for Manager/Assistant—Designation of whether the change is for the manager or the assistant for Userid—The userid of the manager or assistant that is being changed by Manager/Assistant—Designation of whether the change was made by the manager or the assistant by Userid—The userid of the manager or assistant who made the change Parameter Name—What changed. click Finish. Choose the Original data type. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Start the Microsoft Excel application. Multilevel Precedence and Preemption (MLPP) The following points describe the interactions between Cisco Unified Communications Manager Assistant with shared line support and MLPP: • The system preserves call precedence in the handling of calls by Cisco Unified Communications Manager Assistant.Chapter 10 Cisco Unified Communications Manager Assistant With Shared Line Support Interactions and Restrictions The administrator can download this file from the server by using the Trace Collection Tool in the Cisco Unified Cisco Unified Real-Time Monitoring Tool (RTMT). the system preserves the precedence of the call.txt file. Choose Delimiters as Comma and click Next. For example. when an assistant diverts a call. Use the following procedure to save the log file contents to the Microsoft Excel application. the administrator can open the log file by using a spreadsheet application such as Microsoft Excel. it does not provide any additional indication of the precedence of a call on the assistant console. Refer to the Cisco Unified Real-Time Monitoring Tool Administration Guide for more information. • Intercom Cisco Unified Communications Manager Assistant supports the following two types of intercom: Cisco Unified Communications Manager Features and Services Guide OL-15410-01 10-9 . Choose File > Open to open the Unified CM Assistant.

• • • • • • • • • • • • Cisco Unified Communications Manager Features and Services Guide 10-10 OL-15410-01 . To install the Assistant Console application on a computer with Microsoft Internet Explorer 6 (or later) on Windows XP. intercom directory number. and end user (manager and assistant) configuration windows. 7961.0(1) occurs. intercom translation pattern. One assistant can support up to 33 managers (if each manager has one Cisco Unified Communications Manager-controlled line). The Assistant Console does not support hunt groups/queues. The Assistant Console does not support record and monitoring. Cisco Unified Communications Manager Assistant supports up to 3500 managers and 3500 assistants by configuring multiple Cisco IP Manager Assistant servers (pools). • Restrictions The following restrictions apply to Cisco Unified Communications Manager Assistant: • • Cisco Unified Communications Manager Assistant supports SIP on Cisco Unified IP Phones 7941/61 and 7970/71. a manager and all configured assistants for that manager should belong to the same pool.Chapter 10 Interactions and Restrictions Cisco Unified Communications Manager Assistant With Shared Line Support • Cisco Unified Communications Manager Assistant intercom (used with Cisco Unified IP Phones 7940 and 7960). DN. The system does not support calls between the Cisco Unified Communications Manager Intercom feature and regular lines (which may be configured as Cisco Unified Communications Manager Assistant Intercom lines). Cisco Unified IP Phone 7940/7941 supports only two lines or speed-dial buttons. existing Cisco Unified Communications Manager Assistant users that use the incoming intercom line do not get upgraded automatically to the Cisco Unified Communications Manager Intercom feature. Cisco Unified IP Phones 7960 and 7940 support only the Cisco Unified Communications Manager Assistant intercom lines feature. The Assistant Console does not support on-hook transfer (the ability to transfer a call by pressing the Transfer softkey and going on hook to complete the transfer). intercom calling search space. and 7971 support only the Cisco Unified Communications Manager intercom feature. This intercom feature gets configured by using the intercom partition. install the Microsoft Java Virtual Machine (JVM) with Windows XP Service Pack 1 before the Assistant Console installation. Cisco Unified Communications Manager intercom (used with Cisco Unified IP Phones 7941. and 7971). 7970. Cisco Unified Communications Manager Assistant supports up to 3500 managers and 3500 assistants per Cisco Unified Communications Manager cluster when you are using the MCS 7845 server. This intercom feature gets configured by using the DN configuration and end user (manager and assistant) configuration windows. When multiple pools are enabled. When an upgrade to Cisco Unified Communications Manager Release 7. 7970. 7961. One manager can have up to 10 assigned assistants. Cisco Unified IP Phones 7941. The Assistant Console does not support the one-touch Call Pickup feature.

Chapter 10

Cisco Unified Communications Manager Assistant With Shared Line Support Installing and Activating Cisco Unified Communications Manager Assistant

Installing and Activating Cisco Unified Communications Manager Assistant
Cisco Tomcat loads the Cisco Unified Communications Manager Assistant, a servlet. Cisco Tomcat gets installed and started at Cisco Unified Communications Manager installation. For more information, see the “Cisco IP Manager Assistant Service” section on page 10-3. The administrator performs the following three steps after installation to make Cisco Unified Communications Manager Assistant available for system use:
1. 2.

Use Cisco Unified Serviceability Service Activation, located on the Tools menu, to activate the Cisco IP Manager Assistant service. Refer to the Cisco Unified Serviceability Administration Guide. Configure the applicable service parameters for the Cisco IP Manager Assistant service. See the “Setting the Service Parameters for Cisco Unified Communications Manager Assistant” section on page 10-15. Use Serviceability Control Center Feature Service to stop and start the Cisco IP Manager Assistant service. See the “Starting the Cisco IP Manager Assistant Service” section on page 10-18.

3.

Note

If the managers and assistants will require Cisco Unified Communications Manager Assistant features to display (on the phone and assistant console) in any language other than English, verify that the locale installer is installed before configuring Cisco Unified Communications Manager Assistant. Refer to the Cisco Unified Communications Operating System Administration Guide.

Configuring Cisco Unified Communications Manager Assistant with Shared Line Support
For successful configuration of Cisco Unified Communications Manager Assistant, review the steps in the configuration checklist, perform the user and device configuration requirements, and configure the managers and assistants. Cisco Unified Communications Manager Assistant with shared line support coexists in the same Cisco Unified Communications Manager cluster with Cisco Unified Communications Manager Assistant with proxy line support. For configuration information about proxy line support, see the “Cisco Unified Communications Manager Assistant With Proxy Line Support” section on page 9-1. The following sections provide configuration information:
• • • • •

Note

Configuration Checklist for Cisco Unified Communications Manager Assistant with Shared Line Support, page 10-12 Setting the Service Parameters for Cisco Unified Communications Manager Assistant, page 10-15 Configuring Multiple Servers for Cisco Unified Communications Manager Assistant Scalability, page 10-16 Security Considerations, page 10-18 Starting the Cisco IP Manager Assistant Service, page 10-18

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• •

Manager and Assistant Phone Configuration, page 10-18 Manager and Assistant Configuration, page 10-20

Configuration Checklist for Cisco Unified Communications Manager Assistant with Shared Line Support
Table 10-1 shows the logical steps for configuring the Cisco Unified Communications Manager Assistant with shared line support in Cisco Unified Communications Manager.
Before You Begin

The information in the checklist assumes that you have already configured the phones and the users and have associated the devices to the users. Additionally, for shared line appearances between managers and assistants, you must configure the same directory number on the manager primary line and assistant secondary line. Refer to Configuring an End User, Associating Devices to an End User, Configuring Cisco Unified IP Phones, and Directory Number Configuration Overview in the Cisco Unified Communications Manager Administration Guide.
Table 10-1 Cisco Unified Communications Manager Assistant Configuration Checklist with Shared Line Support

Configuration Steps
Step 1 Step 2

Related Procedures and Topics

Using Cisco Unified Serviceability, Service Activation, activate Cisco Unified Serviceability Administration Cisco IP Manager Assistant service. Guide Configure Cisco IP Manager Assistant service parameters for shared line support. Setting the Service Parameters for Cisco Unified Communications Manager Assistant, page 10-15 Service Parameters Configuration, Cisco Unified Communications Manager Administration Guide

Step 3

If using the Cisco Unified Communications Manager intercom feature, add the Intercom partition, Intercom calling search space, Intercom directory number, and the Intercom translation pattern. If multiple Cisco Unified Communications Manager Assistant pools are required to support large numbers of assistants and managers, configure the following Cisco IP Manager Assistant clusterwide service parameters:
• •

Intercom, page 22-1 Intercom, page 10-9 Configuring Shared and Incoming Intercom Lines for the Assistant, page 10-24 Configuring Multiple Servers for Cisco Unified Communications Manager Assistant Scalability, page 10-16

Step 4

Enable Multiple Active Mode Pool 2 and Pool 3 Cisco IPMA Server IP Address Configure the application user CAPF profile (optional). Configure Cisco IP Manager Assistant service parameters for security (optional). Setting the Service Parameters for Cisco Unified Communications Manager Assistant, page 10-15 Security Considerations, page 10-18 Starting the Cisco IP Manager Assistant Service, page 10-18

Step 5

• •

Step 6

Using the Serviceability Control Center Feature Services, stop and start the Cisco IP Manager Assistant service.

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Table 10-1

Cisco Unified Communications Manager Assistant Configuration Checklist with Shared Line Support (continued)

Configuration Steps
Step 7

Related Procedures and Topics Configuring Phone Button Templates, Cisco Unified Communications Manager Administration Guide Cisco Unified IP Phone Configuration, Cisco Unified Communications Manager Administration Guide

Add the appropriate Cisco Unified IP Phone phone button template. Configure manager and assistant Cisco Unified IP Phone parameters:
• •

Step 8

Set up manager phone. Set up assistant phone. Assign the softkey template for shared line mode.

Step 9

Configure manager phone settings:
• •

Manager and Assistant Phone Configuration, page 10-18

Finding a Phone, Cisco Unified If using Do Not Disturb, configure the Do Not Disturb fields Communications Manager Administration on the manager phone. Guide • Add primary lines. (Use the same DN and partition for the Deleting a Phone, Cisco Unified assistant secondary line DN.) Communications Manager Administration • Set up voice-mail profile on primary line. Guide Directory Number Configuration Overview, For Cisco Unified IP Phones 7940 and 7960, add speed dial Cisco Unified Communications Manager Administration Guide for outgoing intercom targets. Do Not Disturb, page 18-1 • For Cisco Unified IP Phones 7941, 7961, 7970, and 7971, add the intercom capabilities. Intercom, page 10-9
• • • • Tip

Add incoming intercom line (optional).

Set user locale. Reset the phone. To automatically configure some manager phone settings, choose the automatic configuration check box on the Manager Configuration window when you are configuring the manager. For more information, see the “Manager Phones” section on page 10-19.

Intercom, page 22-1 Configuring Speed-Dial Buttons, Cisco Unified Communications Manager Administration Guide Resetting a Phone, Cisco Unified Communications Manager Administration Guide

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Table 10-1

Cisco Unified Communications Manager Assistant Configuration Checklist with Shared Line Support (continued)

Configuration Steps
Step 10

Related Procedures and Topics Manager and Assistant Phone Configuration, page 10-18 Finding a Phone, Cisco Unified Communications Manager Administration Guide Deleting a Phone, Cisco Unified Communications Manager Administration Guide Directory Number Configuration Overview, Cisco Unified Communications Manager Administration Guide

Configure assistant phone settings:
• • • • •

Assign a softkey template. Add a 14-button expansion module (optional). Assign the phone button template. Add a primary line. Add shared lines for each configured manager. (Use the same DN and partition for the assistant secondary line and manager primary line.) Add incoming intercom line (optional).

• •

For Cisco Unified IP Phones 7940 and 7960, add speed dial Intercom, page 10-9 for outgoing intercom targets. Intercom, page 22-1 • For Cisco Unified IP Phones 7941, 7961, 7970, and 7971, add the intercom capabilities. Configuring Speed-Dial Buttons, Cisco Unified Communications Manager • Set user locale. Administration Guide • Reset the phone. Resetting a Phone, Cisco Unified Tip To automatically configure some assistant phone Communications Manager Administration settings, choose the Automatic Configuration check box Guide on the Assistant Configuration window when you are configuring the assistant. For more information, see the “Assistant Phones” section on page 10-19.
Step 11

Configure Cisco Unified Communications Manager Assistant:
• • • • •

Create a new manager. Configure shared lines for manager. Assign an assistant to a manager. Configure lines for the assistant. Configure intercom lines (optional)

Configuring a Manager and Assigning an Assistant for Shared Line Mode, page 10-21 Deleting Cisco Unified Communications Manager Assistant Information for the Manager, page 10-23 Configuring Shared and Incoming Intercom Lines for the Assistant, page 10-24 Intercom, page 10-9 Intercom, page 22-1

Step 12

Configure the dial rules for the assistant.

Application Dial Rules Configuration Error Checking, Cisco Unified Communications Manager System Guide Installing the Assistant Console Application, page 10-27 Cisco Unified Communications Manager Assistant User Guide

Step 13 Step 14

Install the Assistant Console application. Configure the manager and assistant console applications.

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Cisco Unified Communications Manager Assistant With Shared Line Support Configuring Cisco Unified Communications Manager Assistant with Shared Line Support

Setting the Service Parameters for Cisco Unified Communications Manager Assistant
Service Parameters for the Cisco IP Manager Assistant service comprise three categories: general, clusterwide, and clusterwide parameters that must be configured if you want to use the Cisco Unified Communications Manager Assistant automatic configuration for managers and assistants. Specify clusterwide parameters once for all Cisco IP Manager Assistant services. Specify general parameters for each Cisco IP Manager Assistant service that is installed. Set the Cisco IP Manager Assistant service parameters by using Cisco Unified Communications Manager Administration to access the service parameters (System > Service Parameters). Choose the server where the Cisco Unified Communications Manager Assistant application resides and then choose the Cisco IP Manager Assistant service. Cisco IP Manager Assistant includes the following service parameters that must be configured:

Clusterwide Parameters That Apply to All Servers
– Cisco IPMA Server (Primary) IP Address—No default. Administrator must manually enter this

IP address. Administrator can assign up to 2500 managers and assistants to this address.
– Cisco IPMA Server (Backup) IP Address—No default. Administrator must manually enter this

IP address.
– Cisco IPMA Server Port—Default specifies Port 2912. – Cisco IPMA Assistant Console Heartbeat Interval—Default specifies 30 seconds. This interval

timer specifies how long it takes for the failover to occur on the assistant console.
– Cisco IPMA Assistant Console Request Timeout—Default specifies 30 seconds. – Cisco IPMA RNA Forward Calls—Default specifies False. This service parameter does not

apply to shared line support.
– Cisco IPMA RNA Timeout—Default specifies 10 seconds. This service parameter does not

apply to shared line support.
– CTIManager Connection Security Flag has the following two options:

Nonsecure—The security mode specifies nonsecure. Use Cluster Default—Cisco IP Manager Assistant service fetches the security mode for the cluster. If the cluster security mode is detected as mixed, Cisco Unified Communications Manager Assistant will open a secure connection to CTI Manager by using the Application CAPF profile. To make the secure connection succeed, configure both the “CTI Manager Connection Security Flag” and the “CAPF Profile Instance ID for Secure Connection to CTI Manager” parameters.

Advanced Clusterwide
– Enable Multiple Active Mode—The default specifies False. When this parameter is set to True,

the administrator can configure up to 7000 managers and assistants by using multiple pools.
– Pool 2: Cisco IPMA Server (Primary) IP Address—No default. Administrator must manually

enter this IP address. Administrator can assign up to 2500 managers and assistants to this address.
– Pool 2: Cisco IPMA Server (Backup) IP Address—No default. Administrator must manually

enter this IP address.

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– Pool 3: Cisco IPMA Server (Primary) IP Address—No default. Administrator must manually

enter this IP address. Administrator can assign up to 2500 managers and assistants to this address.
– Pool 3: Cisco IPMA Server (Backup) IP Address—No default. Administrator must manually

enter this IP address.

Cisco IPMA Service Parameters for each server
– CTIManager (Primary) IP Address—No default. Enter the IP address of the primary

CTIManager that will be used for call control.
– CTIManager (Backup) IP Address—No default. Administrator must manually enter this IP

address.
– Route Point Device Name for Proxy Mode—Not applicable for shared line support. – CAPF Profile Instance Id for Secure Connection to CTIManager—This service parameter

specifies the Instance Id of the Application CAPF Profile for the Application User IPMASecureSysUser that this Cisco Unified Communications Manager Assistant server will use to open a secure connection to CTIManager. You must configure this parameter if CTIManager Connection Security Flag is enabled. Cisco Unified Communications Manager Assistant includes the following clusterwide parameters that must be configured if you want to use the Cisco Unified Communications Manager Assistant automatic configuration for managers and assistants:

Clusterwide Parameters for Softkey Templates
– Assistant Softkey Template—Default specifies Standard Assistant softkey template. This

parameter specifies the softkey template that is assigned to the assistant device during assistant automatic configuration.
– Manager Softkey Template for Proxy Mode—This service parameter does not apply to shared

line support.
– Manager Softkey Template for Shared Mode—Default specifies Standard Shared Mode

Manager. Set this parameter to specify the shared mode softkey template that is assigned to the manager device during manager automatic configuration.
• • •

IPMA Device Configuration Defaults for Proxy Mode—These parameters do not apply for Cisco Unified Communications Manager Assistant with shared line support. Proxy Directory Number Range for Proxy Mode—These parameters do not apply for Cisco Unified Communications Manager Assistant with shared line support. Proxy Directory Number Prefix for Proxy Mode—These parameters do not apply for Cisco Unified Communications Manager Assistant with shared line support.

Configuring Multiple Servers for Cisco Unified Communications Manager Assistant Scalability
Cisco Unified Communications Manager supports up to 3500 managers and 3500 assistants for a total of 7000 users. To support 7000 users, the administrator must configure multiple active Cisco IP Manager Assistant servers by enabling and setting service parameters. Administrators can configure up to three active Cisco IP Manager Assistant servers, with each managing up to 2500 pairs of managers and assistants. Each server can also have a backup server. Configure the Cisco IP Manager Assistant servers

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by using the Advanced Service Parameters, Enable Multiple Active Mode, Pool 2: Cisco IPMA Server, and Pool3: Cisco IPMA Server. See the “Setting the Service Parameters for Cisco Unified Communications Manager Assistant” section on page 10-15 for more information. See Figure 10-3.
Figure 10-3 Scalability Architecture

CMA Pool1 Backup CMA Pool1 Primary
CTI DB

CMA Pool2 Backup CMA Pool2 Primary
CTI DB

CMA Pool3 Backup CMA Pool3 Primary
CTI DB

Console Applications and Web pages for Pool 1 users

Primary CM

DB

Console Applications and Web pages for Pool 3 users

Console Applications and Web pages for Pool 2 users
201292

IP Managers Phones

IP Assistants Phones

1. 2. 3. 4.

Activate IPMA service (see the “Installing and Activating Cisco Unified Communications Manager Assistant” section on page 10-11) Enable multiple active mode (see the “Setting the Service Parameters for Cisco Unified Communications Manager Assistant” section on page 10-15) Provide IP addresses for multiple pools (see the “Setting the Service Parameters for Cisco Unified Communications Manager Assistant” section on page 10-15) Add pool to the manager/assistant from the End User Configuration window (see the “Configuring a Manager and Assigning an Assistant for Shared Line Mode” section on page 10-21)

Migration Considerations

If you are migrating from a release previous to Cisco Unified Communications Manager Release 7.0(1), all managers and assistants will get migrated to Pool 1 (the default).

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Security Considerations
Cisco Unified Communications Manager Assistant supports a secure connection to CTI (transport layer security connection). The administrator must configure a CAPF profile (one for each Cisco Unified Communications Manager Assistant node) by choosing User Management > Application User CAPF Profile. From the Application User drop-down list box that is on the Application User CAPF Profile Configuration window, the administrator chooses IPMASecureSysUser. For more information about configuring security for Cisco Unified Communications Manager Assistant, see the information on the CTIManager Connection Security Flag and the CAPF Profile Instance Id for Secure Connection to CTIManager service parameters in the “Setting the Service Parameters for Cisco Unified Communications Manager Assistant” section on page 10-15. The Cisco Unified Communications Manager Security Guide provides detailed security configuration procedures for CTI applications.

Starting the Cisco IP Manager Assistant Service
The Cisco IP Manager Assistant service runs as an application on Cisco Tomcat. To start or stop the Cisco IP Manager Assistant service, use the Serviceability Control Center Feature Services window.

Manager and Assistant Phone Configuration
You must configure and associate devices for each Cisco Unified Communications Manager Assistant manager and assistant. Before you begin, complete the following tasks, depending on the phone type.
Cisco Unified IP Phones 7940/7960 SCCP Only and 7941/61 and 7970/71 SCCP and SIP

Add a Cisco Unified IP Phone for each manager and assistant that will be using Cisco Unified Communications Manager Assistant. To add these phones, use one of the following methods:
– Manually (Device > Phone) – Auto registration – BAT

Assign the Standard Assistant or Standard Shared Mode Manager softkey template.

Cisco Unified IP Phone 7940/41

You can use the Cisco Unified IP Phone 7940/41 for Cisco Unified Communications Manager Assistant, but certain restrictions apply:

Add a Cisco Unified IP Phone 7940/41 for each manager with the following items configured:
– Two lines, one for the primary line and one for the intercom – Softkey template for manager with shared line support

Add a Cisco Unified IP Phone 7940/41 for each assistant with the following items configured:
– Two lines, one for the primary line and one for the intercom – Softkey template for assistant

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Cisco Unified Communications Manager Assistant With Shared Line Support Configuring Cisco Unified Communications Manager Assistant with Shared Line Support

Note

Cisco supports the Cisco Unified IP Phone 7940/41 for Cisco Unified Communications Manager Assistant but recommends the Cisco Unified IP Phone 7960/61 or Cisco Unified IP Phone 7970/71 because they provide more functionality.

Note

Cisco Unified IP Phone 7940/60 supports only the Cisco Unified Communications Manager Assistant intercom feature.

After you complete these tasks, configure the phones as described in the following sections:
• • •

Manager Phones, page 10-19 Assistant Phones, page 10-19 Nonmanager and Nonassistant Phones, page 10-20

Manager Phones
The following section describes the Cisco Unified Communications Manager Assistant requirements and tips for configuring a manager phone.
Manager Phone Configuration

Configure the manager Cisco Unified IP Phones with the following settings:
• • • • • • • •

Standard Shared Mode Manager softkey template Primary line Additional lines for shared line support (optional) Voice-mail profile on primary line If using the Cisco Unified IP Phone 7941, 7961, 7970, or 7971, configure the intercom feature. If using the Cisco Unified IP Phone 7940/60, configure the incoming intercom line to support the auto answer with speakerphone or headset option. If using the Cisco Unified IP Phone 7940/60, configure the speed dial for outgoing intercom targets. User locale

You can automate some of these settings by choosing the Automatic Configuration check box on the End User Configuration window when you configure the manager. For step-by-step instructions, see the “Configuring a Manager and Assigning an Assistant for Shared Line Mode” section on page 10-21. Automatic Configuration sets the following items for the manager device or device profile:
• •

Softkey template Auto answer with speakerphone for intercom line (applies only to Cisco Unified IP Phone 7940/60)

Cisco Unified Communications Manager Assistant supports the Cisco Unified IP Phone 7940/41. For more information, see the “Cisco Unified IP Phone 7940/41” section on page 10-18.

Assistant Phones
The following section describes the requirements for configuring an assistant phone and provides tips on configuring an assistant phone. For step-by-step instructions, see the “Configuring Shared and Incoming Intercom Lines for the Assistant” section on page 10-24.

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Assistant Phone Configuration

Configure the assistant Cisco Unified IP Phones with the following settings:
• • • • • • •

Standard Assistant softkey template (must include the Redirect and Transfer to Voice Mail softkeys) Default 14-button expansion module (optional) Primary line Shared lines for each configured manager (Use the same DN and partition as the manager primary line.) Incoming intercom line to support the auto answer with speakerphone or headset option (applies only to Cisco Unified IP Phone 7940/60) Speed dial to incoming intercom line for each configured manager (applies only to Cisco Unified IP Phone 7940/60) User locale

Cisco Unified Communications Manager Assistant supports the Cisco Unified IP Phone 7940/41. For more information, see the “Cisco Unified IP Phone 7940/41” section on page 10-18.

Nonmanager and Nonassistant Phones
In addition to configuring manager and assistant devices, configure all other users in the Cisco Unified Communications Manager cluster. Proper configuration allows managers and assistants to make calls to and receive calls from all other users in the cluster.

Manager and Assistant Configuration
From the Cisco Unified Communications Manager End User Configuration window, configure the settings for the managers and assistants who use the Cisco Unified Communications Manager Assistant feature. From this window, perform the following functions:
• • •

Choose manager and assistant devices. Automatically configure a manager or assistant device, if desired. From the Manager Configuration or Assistant Configuration window that is accessed from the End User Configuration window, configure the following settings:
– Set up primary and incoming intercom lines for intercom capability. For example, extension

3102 serves as the intercom line for the manager. This line will receive intercom calls from the assistant. The assistant line 1 (1102) and line 2 (1103) display on the console, and the assistant answers them. The intercom line that you choose will be the one that you created by using the Cisco Unified Communications Manager intercom feature (applicable only to Cisco Unified IP Phones 7941, 7961, 7970, and 7971) or by using speed dials (applicable only to Cisco Unified IP Phones 7940 and 7960).

Note

– Configure assistants for managers.

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Note

When the shared lines for the manager and assistant are configured (using the Directory Number Configuration window in Cisco Unified Communications Manager Administration), the assistant configuration gets updated appropriately.

Choose the local language in which the End User Configuration window displays. Configuring a Manager and Assigning an Assistant for Shared Line Mode, page 10-21 Deleting Cisco Unified Communications Manager Assistant Information for the Manager, page 10-23 Deleting the Cisco Unified Communications Manager Assistant Information for the Assistant, page 10-25 Configuring Shared and Incoming Intercom Lines for the Assistant, page 10-24 Intercom, page 22-1

The following sections provide details about configuring the manager and assistant settings:
• • • • •

Configuring a Manager and Assigning an Assistant for Shared Line Mode
Perform the following procedure to configure a Cisco Unified Communications Manager Assistant manager and assign an assistant to the manager. To configure a new user and associate the device to the user, see “Configuring an End User” in the Cisco Unified Communications Manager Administration Guide. To configure the same directory number for the manager primary line and assistant secondary line, see “Directory Number Configuration Overview” in the Cisco Unified Communications Manager Administration Guide. Configure manager information before configuring Cisco Unified Communications Manager Assistant information for an assistant.
Procedure
Step 1

Tip

To configure the manager and to assign an assistant to an existing user, choose User Management > End User. From the Find and List Users window, click the Find button. The window displays all of the end users that are configured in Cisco Unified Communications Manager. To display user information for the chosen manager, click the user name. The End User Configuration window displays. To configure Cisco Unified Communications Manager Assistant information for the manager, choose Manager Configuration from the Related Links drop-down list box and click Go. The Manager Configuration window displays and contains manager information, assistant information, and controlled lines information. To automatically configure the softkey template and auto answer with speakerphone for intercom line for the manager phone based on the Cisco IP Manager Assistant service parameters, check the Automatic Configuration check box. Automatic Configuration for intercom applies only when the Cisco Unified Communications Manager Assistant intercom feature is used for the Cisco Unified IP Phones 7940 and 7960.

Step 2

Step 3 Step 4 Step 5

Note

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Step 6 Step 7

Click the Uses Shared Lines check box. To associate a device name or device profile with a manager, choose the device name or device profile from the Device Name/Profile drop-down list box. (Extension mobility uses device profiles.) For information about using Cisco Extension Mobility with Cisco Unified Communications Manager Assistant, see the “Extension Mobility” section on page 10-8. If the manager telecommutes, click the Mobile Manager check box and optionally choose Device Profile. When Device Profile is chosen, the manager must log on to the phone by using extension mobility before accessing Cisco Unified Communications Manager Assistant.

Note

Step 8

From the Intercom Line drop-down list box, choose the intercom line appearance for the manager, if applicable. The chosen intercom line applies to the Cisco Unified Communications Manager Assistant and Cisco Unified Communications Manager intercom features.

Note

Step 9 Step 10

If applicable, from the Assistant Pool drop-down list box, choose the appropriate Pool number (1 to 3). To assign an assistant to the manager, choose the name of the assistant from the Available Assistants list and move it to the Associated Assistants list box by clicking the down arrow. You can go to the Assistant Configuration window by highlighting the assistant name and clicking the View Details link.

Tip

Step 11

To configure the Cisco Unified Communications Manager Assistant controlled lines, choose the appropriate line from the Available Lines list box and move it to the Selected Lines list box by clicking the down arrow. Ensure the controlled line is always the shared line DN.

Note

To remove a line from the Selected Lines selection box and from Cisco Unified Communications Manager Assistant control, highlight the line and click the up arrow.
Step 12

Click the Save button. If you checked the Automatic Configuration check box and the service parameters are invalid, a message displays. Upon successful completion of the automatic configuration, the manager device resets. If you configured a device profile, the manager must log out and log in to the device for settings to take effect.

Note

When non-Cisco Unified Communications Manager Assistant changes such as name, user locale, or PIN, are made to a user, the user (manager or assistant) must log out of Cisco Unified Communications Manager Assistant and log in before the changes occur.
Additional Information

See the “Related Topics” section on page 10-30.

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Deleting Cisco Unified Communications Manager Assistant Information for the Manager
Perform the following procedure to delete Cisco Unified Communications Manager Assistant information for a manager. To delete non-Cisco Unified Communications Manager Assistant information for a manager, see the “Configuring an End User” section in the Cisco Unified Communications Manager Administration Guide.
Procedure
Step 1

To search for the manager for whom you want to delete Cisco Unified Communications Manager Assistant information, choose User Management > End User from Cisco Unified Communications Manager Administration. From the Find and List Users window, click the Find button. The window displays all of the end users that are configured in Cisco Unified Communications Manager. From the Find and List Users window, choose the manager whose information you want to delete. The End User Configuration window displays. From the Related Links drop-down list box, choose Manager Configuration and click Go. The Manager Configuration window displays for the user that you chose. Click the Delete button. The update takes effect immediately.

Step 2 Step 3 Step 4

Step 5

Additional Information

See the “Related Topics” section on page 10-30.

Updating the Manager Cisco Unified Communications Manager Assistant Configuration
Perform the following procedure to update Cisco Unified Communications Manager Assistant information for a manager. To update non-Cisco Unified Communications Manager Assistant information for a manager, see the “Configuring an End User” section in the Cisco Unified Communications Manager Administration Guide.
Procedure
Step 1 Step 2 Step 3 Step 4

To search for the manager for whom you want to update information, choose User Management > End User from Cisco Unified Communications Manager Administration. From the Find and List Users window, click the Find button. The window displays all the end users that are configured in Cisco Unified Communications Manager. From the Find and List Users window, choose the manager whose information you want to update. The End User Configuration window displays. From the Related Links drop-down list box, choose Manager Configuration and click Go. The Manager Configuration window displays for the user that you chose. Update the information that you want changed such as device name, controlled lines, or intercom line appearance. Click the Save button.

Step 5 Step 6

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The update takes effect immediately. The system automatically configures the softkey template and auto answer with speakerphone for intercom line for the manager phone on the basis of the Cisco IP Manager Assistant service parameters when the Automatic Configuration check box is checked.

Note

Note

When non-Cisco Unified Communications Manager Assistant changes such as name, user locale, or PIN, are made to a user, the user (manager or assistant) must log out of Cisco Unified Communications Manager Assistant and log in for the changes to occur.
Additional Information

See the “Related Topics” section on page 10-30.

Configuring Shared and Incoming Intercom Lines for the Assistant
Use the Assistant Configuration of the End User Configuration window to configure the following items:
• • •

Device name of the assistant phone Intercom line that the assistant uses to answer the manager calls (optional) Shared line of the manager to which the assistant phone gets associated (this gets done automatically when the manager and assistant share the same DN).

Administrators can set up one or more lines with a shared line appearance. The Cisco Unified Communications Manager system considers a directory number to be a shared line if it appears on more than one device in the same partition. 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. Perform the following procedure to configure the manager shared line and incoming intercom line appearances for an assistant. To configure a new user and associate devices, see the “Configuring an End User” section in the Cisco Unified Communications Manager Administration Guide. Before configuring the Cisco Unified Communications Manager Assistant information for an assistant, you must configure the manager information and assign an assistant to the manager. See “Configuring a Manager and Assigning an Assistant for Shared Line Mode” section on page 10-21.
Procedure
Step 1

Tip

To search for the assistant for whom you want to configure Cisco Unified Communications Manager Assistant information, choose User Management > End User from Cisco Unified Communications Manager Administration. From the Find and List Users window, click the Find button. The window displays all the end users that are configured in Cisco Unified Communications Manager. To display user information for the chosen assistant, click the user name. The End User Configuration window displays.

Step 2 Step 3

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The Manager Configuration window displays. The update takes effect immediately. The system automatically sets the softkey template and intercom line on the basis of the Cisco IP Manager Assistant service parameter settings when the Automatic Configuration check box is checked. From the Primary Line drop-down list box. Additionally. From the Intercom Line drop-down list box. choose the manager line that will be associated with the assistant line. To return to the Assistant Configuration window. highlight the manager name in the Associated Managers list and click the View Details link. c. perform the following steps from the Manager Association to the Assistant Line selection box: a. In the Associated Manager selection list box. In the Available Lines drop-down list box. b. highlight the assistant name and click the View Details link on the Manager Configuration window. choose the preconfigured manager name with which the assistant is associated. the assistant device automatically resets. In the Manager Names drop-down list box. choose the device name to associate with the assistant. Note Step 5 Step 6 Step 7 From the Device Name drop-down list box. see the “Configuring an End User” section in the Cisco Unified Communications Manager Administration Guide. In the Manager Lines drop-down list box. the system sets auto answer with speakerphone for intercom line. To view existing manager configuration information. the name of the previously configured manager displays.Chapter 10 Cisco Unified Communications Manager Assistant With Shared Line Support Configuring Cisco Unified Communications Manager Assistant with Shared Line Support Step 4 To configure information for the assistant. The Assistant Configuration window displays for the user that you chose. To delete non-Cisco Unified Communications Manager Assistant information for an assistant. choose the incoming intercom line appearance for the assistant. choose the primary line for the assistant. choose Assistant Configuration from the Related Links drop-down list box and click Go. Deleting the Cisco Unified Communications Manager Assistant Information for the Assistant Perform the following procedure to delete Cisco Unified Communications Manager Assistant information for an assistant. Step 9 Click the Save button. Additional Information See the “Related Topics” section on page 10-30. Tip Step 8 To associate the manager line to the assistant line. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 10-25 . If you chose automatic configuration. choose the assistant line that will be associated with the manager line.

The window displays all the end users that are configured in Cisco Unified Communications Manager. Step 5 Note When non-Cisco Unified Communications Manager Assistant changes such as name. From the Find and List Users window. the user (manager or assistant) must log out of Cisco Unified Communications Manager Assistant and log in before the changes occur. see the “Configuring an End User” section in the Cisco Unified Communications Manager Administration Guide. Procedure Step 1 Step 2 Step 3 Step 4 To search for the assistant for whom you want to update t information. choose the assistant whose information you want to delete. or associated manager information. From the Related Links drop-down list box. Step 5 Step 6 Cisco Unified Communications Manager Features and Services Guide 10-26 OL-15410-01 . Additional Information See the “Related Topics” section on page 10-30.Chapter 10 Cisco Unified Communications Manager Assistant With Shared Line Support Configuring Cisco Unified Communications Manager Assistant with Shared Line Support Procedure Step 1 Step 2 Step 3 Step 4 To search for the assistant for whom you want to delete information. The Assistant Configuration window displays for the user that you chose. choose Assistant Configuration and click Go. choose User Management > End User from Cisco Unified Communications Manager Administration. The update takes effect immediately. From the Find and List Users window. choose the assistant whose information you want to update. or PIN. user locale. choose User Management > End User from Cisco Unified Communications Manager Administration. The End User Configuration window displays. Updating the Assistant Cisco Unified Communications Manager Assistant Configuration Perform the following procedure to update Cisco Unified Communications Manager Assistant information for an assistant. Click the Delete button. The window displays all the end users that are configured in Cisco Unified Communications Manager. From the Find and List Users window. intercom line. Click the Save button. From the Related Links drop-down list box. The Assistant Configuration window displays for the user that you chose. click the Find button. To update non-Cisco Unified Communications Manager Assistant information for an assistant. click the Find button. choose Assistant Configuration and click Go. The End User Configuration window displays. Update the information that you want changed such as device name. are made to a user. The update takes effect immediately. From the Find and List Users window.

Windows XP. Note When non-Cisco Unified Communications Manager Assistant changes such as name. The assistant console application installation program supports Netscape 7. or Windows Vista. Note Installing the Assistant Console Application The assistant console application installation supports Netscape 7.Chapter 10 Cisco Unified Communications Manager Assistant With Shared Line Support Providing Information to Cisco Unified Communications Manager Assistant Managers and Assistants Note During automatic configuration. to the assistant. If you do not want to use automatic configuration. The following sections provide additional information on application dial rules: • • Application Dial Rules Configuration Design. You can install the application on a PC that runs Windows 2000.1 (or later). The administrator sends the URL. For example. and Internet Explorer 7. Additional Information See the “Related Topics” section on page 10-30. Microsoft Internet Explorer 6. uncheck the Automatic Configuration check box. the user (manager or assistant) must log out of Cisco Unified Communications Manager Assistant and log in before the changes occur. Dial rules for Cisco Unified Communications Manager Assistant automatically strip numbers from or add numbers to telephone numbers that the assistant dials. or PIN. the system automatically sets the softkey template and intercom line on the basis of the Cisco IP Manager Assistant service parameter settings and sets auto answer with speakerphone for intercom line. Cisco Unified Communications Manager System Guide Providing Information to Cisco Unified Communications Manager Assistant Managers and Assistants Install the assistant console application for Cisco Unified Communications Manager Assistant by accessing a URL. are made to a user. Dial Rules Configuration The administrator uses dial rules configuration to add and sort the priority of dialing rules. user locale. Internet Explorer 7.1. and Microsoft Internet Explorer 6. in the “Installing the Assistant Console Application” section on page 10-27. a dial rule can automatically add the digit 9 in front of a 7-digit telephone number to provide access to an outside line. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 10-27 . Cisco Unified Communications Manager System Guide Application Dial Rules Configuration Error Checking.

If the PC runs Windows Vista. Choose the location where you want the application to install. but if you decide to install the 7. the application installs in C:\Program Files\Cisco\ Unified Communications Manager Assistant Console. Accept the license agreement and click Next. save the executable to a location that you will remember. After you upgrade from Cisco Unified CallManager Release 4.4. choose Start> .0. browse to Cisco Unified Communications Manager Administration and choose Application > Plugins. The assistant console application requires that JRE1.x version of the assistant console application works with Cisco Unified Communications Manager 7. Before you install the plug-in. To uninstall previous versions of the assistant console application (6. Step 8 Cisco Unified Communications Manager Features and Services Guide 10-28 OL-15410-01 . Previous versions of the assistant console application do not work with Windows Vista. or any 5. you must install the assistant console plug-in.x or 6.0. uninstall the 4.x.x version before 5. Step 4 Step 5 Step 6 In the Welcome window.x version of the assistant console application. To install the assistant console application.0 plug-in. Tip Step 7 To install the application..1(x) attendant console application.x to Cisco Unified Communications Manager 7.1(3)). click Next.Programs > Cisco Unified CallManager Assistant > Uninstall Assistant Console. go to the Control Panel and remove it.x or 6. 4. For the Cisco Unified Communications Manager Assistant plug-in. To uninstall a 5.1(3) or 6. By default. If you install the application on a Windows Vista PC. Locate the executable and run it.0(1). click Finish. The installation begins. perform the following procedure: Procedure Step 1 Step 2 Step 3 Tip From the PC where you want to install the assistant console application. After you choose the location for the installation. you must uninstall the previous 5. a security window may display.2_05 exist in C:\Program Files\Cisco\Cisco Unified Communications Manager. click the Download link. Allow the installation to continue.x version of the assistant console application before you install the plug-in. Tip The installation wizard displays. click Next.Chapter 10 Cisco Unified Communications Manager Assistant With Shared Line Support Providing Information to Cisco Unified Communications Manager Assistant Managers and Assistants A previous 5. install the plug-in.. After the installation completes. click Next.

c:\Program Files\Jave\j2re1. The Advanced tab in the Cisco Unified Communications Manager Assistant Settings window allows you to enable trace for the assistant console. give the assistant the port number and the IP address or hostname of the Cisco Unified Communications Manager server where the Cisco IP Manager Assistant service is activated. The Manager Configuration only supports Microsoft Internet Explorer 6.4.. Assistant Console Dialog Options The assistant console displays a dialog that contains the following options: • Location to Install—The path of the directory where the assistant console software gets installed. for example. If this option is turned off. Install JRE—Default specifies true. The first time that the assistant logs in to the console.2_05 (international version) on the assistant console – Create an environment variable—Assistant_JRE on the assistant console. The default specifies following path: c:\Program Files\Cisco\Unified Communications Manager Assistant Console Create Desktop Shortcut—Default specifies true. click the desktop icon or choose Cisco Unified Communications Manager Assistant > Assistant Console in the Start.jsp where Cisco Unified Communications Manager Assistant server specifies the IP address of the server that has the Cisco IP Manager Assistant service running on it. Note Cisco Unified Communications Manager Features and Services Guide OL-15410-01 10-29 . give the assistant the user name and password that is required to log in to the console. the assistant must enter the information in the Cisco Unified Communications Manager Assistant Server Port and the Cisco Unified Communications Manager Assistant Server Hostname or IP Address fields.Chapter 10 Cisco Unified Communications Manager Assistant With Shared Line Support Providing Information to Cisco Unified Communications Manager Assistant Managers and Assistants Tip To launch the assistant console. Before the assistant logs in to the console.2_05 Manager Configuration Managers can customize their feature preferences from the Manager Configuration window by using the following URL: https://<Cisco Unified Communications Manager Assistant server>:8443/ma/desktop/maLogin.0 or later. This parameter determines whether JRE is installed along with Unified CM Assistant assistant console.Programs menu. This parameter determines whether a shortcut is created on the assistant console. you need to ensure that the following configuration is on the assistant console: – Install JRE 1. Create StartMenu Shortcut—Default specifies true.4.. This parameter determines whether a shortcut is created in the Start menu (Start > Programs > Cisco Unified Communications Manager Assistant > Assistant Console). Before the assistant logs in to the console. which gives the path • • • to the JRE.

page 10-3 Cisco Unified IP Phone Interface. page 10-23 Configuring Shared and Incoming Intercom Lines for the Assistant. page 10-18 Nonmanager and Nonassistant Phones. page 10-23 Updating the Manager Cisco Unified Communications Manager Assistant Configuration. Cisco Unified Communications Manager Administration Guide Intercom. page 22-1 Additional Cisco Documentation • • • • • • Cisco Unified Communications Manager Assistant User Guide Cisco Unified Communications Manager Administration Guide Cisco Unified Serviceability Administration Guide CDR Analysis and Reporting Administration Guide Cisco Unified Communications Manager Bulk Administration Guide Cisco Unified Communications Manager Security Guide Cisco Unified Communications Manager Features and Services Guide 10-30 OL-15410-01 . page 10-21 Deleting Cisco Unified Communications Manager Assistant Information for the Manager. page 10-24 Deleting the Cisco Unified Communications Manager Assistant Information for the Assistant. Cisco Unified Communications Manager Administration Guide Associating Devices to an End User. page 10-25 Configuring an End User. page 9-1 Softkey Templates. Cisco Unified Communications Manager Administration Guide Cisco IP Manager Assistant Service. Cisco Unified Communications Manager System Guide Understanding Directory Numbers.Chapter 10 Related Topics Cisco Unified Communications Manager Assistant With Shared Line Support The administrator must send this URL to the manager. Related Topics • • • • • • • • • • • • • • • • Cisco Unified Communications Manager Assistant With Proxy Line Support. page 10-5 Manager and Assistant Phone Configuration. Additional Information See the “Related Topics” section on page 10-30. Cisco Unified Communications Manager System Guide Directory Number Configuration Overview. page 10-20 Configuring a Manager and Assigning an Assistant for Shared Line Mode.

0(1). the attendant console automatically connects to another server in the cluster.CH A P T E R 11 Cisco Unified Communications Manager Attendant Console Tip If you upgraded Cisco Unified Communications Manager to release 7. the Cisco Unified Communications Manager Attendant Console plug-in does not display in Cisco Unified Communications Manager Administration on that server after you install 7. and directory services from the Cisco CallManager Attendant Console Server service on the Cisco Unified Communications Manager server. A receptionist or administrative assistant can use the attendant console to handle calls for a department or company. The attendant console installs on a PC with IP connectivity to the Cisco Unified Communications Manager system.Multiple attendant consoles can connect to a single Cisco Unified Communications Manager system. Cisco recommends that you download the Cisco Unified Communications Manager Attendant Console plug-in from the first node in the cluster. and direct calls. and the plug-in does not display in the Find and List Plugins window in Cisco Unified Communications Manager Administration. The attendant console works with a Cisco Unified IP Phone that is registered to a Cisco Unified Communications Manager system. a client-server application.0 on a server after an upgrade to 7. You can configure the order in which members of the hunt group receive calls and whether Cisco Unified Communications Manager Attendant Console queues calls when all attendants are busy. line state. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 11-1 . Cisco does not support the Cisco Unified Communications Manager Attendant Console with new installations of Cisco Unified Communications Manager 7. or another employee can use it to manage his own telephone calls. If you reinstall Cisco Unified Communications Manager 7.0. monitor line status. allows you to use a graphical user interface that contains speed-dial buttons and quick directory access to look up phone numbers. The application registers with and receives call-dispatching. Cisco recommends that you save the plug-in to a location on a PC that you will remember in case you cannot access Cisco Unified Communications Manager Administration. When a server fails. login.0. Cisco Unified Communications Manager Attendant Console. Cisco Unified Communications Manager Attendant Console receives calls that are made to a virtual directory number that is called a pilot point and directs calls to a list of destinations in a hunt group.0(1). you can download the Cisco Unified Communications Manager Attendant Console plug-in.

page 11-12 Firewall Support for Attendant Console. page 11-43 Introducing Cisco Unified Communications Manager Attendant Console The following sections provide information about the Cisco Unified Communications Manager Attendant Console feature: • • • • • • • Understanding Cisco Unified Communications Manager Attendant Console Users. page 11-3 Understanding Call Queuing. page 11-11 Cisco Unified Communications Manager Attendant Console Redundancy. page 11-19 Dependency Records. page 11-2 System Requirements for Cisco Unified Communications Manager Attendant Console. page 11-2 Understanding Pilot Points and Hunt Groups. page 11-13 Interactions and Restrictions. Be aware that attendant console user IDs and passwords are not the same as directory users and passwords that are entered in the End User Configuration window in Cisco Unified Communications Manager Administration. page 11-14 Installing and Activating Cisco Unified Communications Manager Attendant Console. You can add or delete attendant console users and modify user IDs and password information in the Cisco Unified Communications Manager Attendant Console User Configuration window in Cisco Unified Communications Manager Administration. page 11-18 Configuring Cisco Unified Communications Manager Attendant Console. you must add the user as an attendant console user and optionally assign a password to the user. page 11-13 Understanding Cisco Unified Communications Manager Attendant Console Users Before a user can log in to an attendant console to answer and direct calls. page 11-10 Understanding the Cisco Unified Communications Manager Attendant Console Directory. page 11-10 Understanding the Cisco CallManager Attendant Console Server Service.Chapter 11 Introducing Cisco Unified Communications Manager Attendant Console Cisco Unified Communications Manager Attendant Console This section contains the following topics: • • • • • • • • Introducing Cisco Unified Communications Manager Attendant Console. page 11-18 Configuration Checklist for Cisco Unified Communications Manager Attendant Console. page 11-43 Related Topics. Note Cisco Unified Communications Manager Features and Services Guide 11-2 OL-15410-01 .

make sure that the pilot point number is unique throughout the system (it cannot be a shared line appearance). If you want to use only a subset of phones with Cisco Unified Communications Manager Attendant Console. You can choose this routing option from the Pilot Point Configuration window in Cisco Unified Communications Manager Administration. For Cisco Unified Communications Manager Attendant Console to function properly. see the “Configuration Checklist for Cisco Unified Communications Manager Attendant Console” section on page 11-19. This feature evenly distributes the incoming call load among the members of the hunt group. ACDeviceAuthenticationUser. For information on setting up the Attendant Console application users in Cisco Unified Communications Manager Administration. the attendant console cannot interact with CTIManager. If not. For information on how to perform this task. routes the call. you must choose one of the following routing options: • Note First Available Hunt Group Member—Cisco Unified Communications Manager Attendant Console goes through the members in the hunt group in order until it finds the first available destination for routing the call. a virtual directory number that is never busy. In addition to configuring Cisco Unified Communications Manager Attendant Console users. A hunt group comprises a list of destinations that determine the call redirection order. Tip Understanding Pilot Points and Hunt Groups A pilot point. you must configure one Attendant Console ac application user. If you do not configure this user. You can choose this routing option from the Pilot Point Configuration window in Cisco Unified Communications Manager Administration. and associate the subset of phones that you want to use with Cisco Unified Communications Manager Attendant Console with the ACDeviceAuthenticationUser application user. Cisco Unified Communications Manager Attendant Console finds the member with the longest idle time and. Cisco Unified Communications Manager Attendant Console does not route calls to an instance of a shared line on attendant phone if any other instances of the shared line are in use. When configuring the pilot point. Longest Idle Hunt Group Member—This feature arranges the members of a hunt group in order from longest to shortest idle time. see the “Configuring the ac Application User” section on page 11-24 and the “Interactions and Restrictions” section on page 11-14. including end and application users. make sure that Cisco CallManager and Cisco CallManager Attendant Console Server services are both running. for security purposes. alerts the Cisco Unified Communications Manager Attendant Console to receive and direct calls to hunt group members. if available. • Cisco Unified Communications Manager Features and Services Guide OL-15410-01 11-3 . for example. Verify that the user has been added in the Cisco Unified Communications Manager Attendant Console User Configuration area of Cisco Unified Communications Manager Administration and that the correct user name and password are specified in the Login dialog box in the attendant console client application. Cisco Unified Communications Manager Attendant Console continues to search through the group. Do not associate devices with the ac application user. you must configure the application user. see the “Configuring the ACDeviceAuthenticationUser Application User for Device Security” section on page 11-25.Chapter 11 Cisco Unified Communications Manager Attendant Console Introducing Cisco Unified Communications Manager Attendant Console If a user cannot log in to the attendant console. For a list of tasks that you must perform to configure users.

Cisco Unified Communications Manager Attendant Console only checks whether the line is available (not busy) before routing the call. When a new call arrives. • Circular Hunting—Cisco Unified Communications Manager Attendant Console maintains a record of the last hunt group member to receive a call. configure your hunt groups. you must specify one of the following options for each hunt group member: • Directory number (device member) If a directory number is specified. Cisco Unified Communications Manager Attendant Console uses the hunt group list and the selected call routing method for that pilot point to determine the call destination. When you update a pilot point. For more information about call queuing. Cisco Unified Communications Manager Attendant Console answers the call. While on hold. so Cisco Unified Communications Manager Attendant Console route calls to one or more attendant consoles or voice-messaging numbers. • Attendant console user plus a line number (user member) When you specify a user and line number. places the call on hold. the caller receives music on hold. Any attendant can answer the call from the Broadcast Calls window. Cisco Unified Communications Manager Attendant Console routes the call to the next hunt group member in the hunt group. make sure that you reset the pilot point. if it is configured. To ensure that the voice-messaging number can handle more than one call at a time.Chapter 11 Introducing Cisco Unified Communications Manager Attendant Console Cisco Unified Communications Manager Attendant Console If the voice-mail number is the longest idle member of the group. To handle overflow conditions. During hunt group configuration. When a call comes into a pilot point. check the Always Route Member check box in the Hunt Group Configuration window. Broadcast Hunting—When a call arrives at the pilot point. Cisco Unified Communications Manager Attendant Console routes the call to a voice-messaging system without checking the other members of the group first. If a user and line number are specified. Cisco Unified Communications Manager Attendant Console confirms the following details before routing the call: – That the user is logged in to the attendant console – That the user is online – That the line is available The attendant can only answer calls on the line number that you specify if that line number is configured on the phone that the attendant used to log in to the attendant console. Caution Cisco Unified Communications Manager Features and Services Guide 11-4 OL-15410-01 . see “Understanding Call Queuing” section on page 11-10. adds the call to the queue. Call processing continues to occur when you reset it. Make sure that you configure the ac user and associate all pilot point numbers with the ac user. You can also handle overflow conditions by enabling call queuing. you must choose a device pool that is associated with the pilot point for pilot point redundancy to work. the user can log in to and receive calls on any Cisco Unified IP Phone in the cluster that the attendant console controls. • Note In the Pilot Point Configuration window in Cisco Unified Communications Manager Administration. and displays the call in the Broadcast Calls window on attendant PCs.

the Cisco Unified Communications Manager Attendant Console that is associated with the pilot point checks the members of the hunt group in order. 1024. Because 1026 is available.) Three directory numbers for support staff.Chapter 11 Cisco Unified Communications Manager Attendant Console Introducing Cisco Unified Communications Manager Attendant Console Example 11-1 Pilot Points and Hunt Groups Working Together Assume a pilot point named Support exists at directory number 4000. directory number 4000. that is. beginning with Support Admin. and directory number 1026 is available. Cisco Unified Communications Manager Attendant Console determines that the Support Admin user is not online. 1025. pilot points create a link between hunt groups. which is the final member of the hunt group Pilot Point and Hunt Group Example Figure 11-1 Support Pilot Point 4000 Hunt Group members for Support Pilot Point Support Admin: Line 1 Support Admin: Line 2 1024 1025 1026 5060 9201 9202 9203 9204 Cisco Unified CallManager Attendant Console phone 5060 Voice mail Support staff directory numbers 1024 1025 1026 Support Admin logged in to Cisco Unified CallManager Attendant Console 141818 As shown in Figure 11-1. Because 4000 is a pilot point and First Available Hunt Group Member is chosen as the call-routing option. the Cisco Unified Communications Manager Attendant Console never checks the 5060 number. When they are configured properly. directory number 1025 is busy. Understanding Linked Hunt Groups Linking hunt groups together allows the Cisco Unified Communications Manager Attendant Console to search through more than one hunt group when calls are routed. Cisco Unified Communications Manager Attendant Console searches each hunt group according to the call-routing method that was chosen during configuration. The Cisco Unified Communications Manager Attendant Console receives a call and directs it to the Support Pilot Point. Line 2 (Support Admin represents the attendant console login for the administrative assistant for Support. Line 1 and Support Admin. the following example describes a simple call-routing scenario where the user chose First Available Hunt Member during the configuration of the pilot point: 1. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 11-5 . The hunt group for the Support pilot point contains the following members: • • • Support Admin. directory number 1024 is busy. which is 1026. 5060. 2. and 1026. Cisco Unified Communications Manager Attendant Console routes the call to the first available directory number. listed in the hunt group in that order A voice-messaging number. Line 1. 3.

the call goes immediately to the voice-messaging number in the final hunt group. as seen in Figure 11-2. During hunt group configuration. For all except the last hunt group. In Pilot 2. make sure that the final member of the hunt group is the pilot point for the next hunt group. exist. The administrator checked Always Route Member when he configured this final hunt group member. 2000. The pilot point from each group creates a link between the hunt groups. To handle overflow conditions. choose a voice-messaging or auto-attendant number as the final member of the last linked hunt group in the chain. and 3 exist at directory numbers 1000. If Cisco Unified Communications Manager Attendant Console cannot route the call to any other members in the hunt groups.Chapter 11 Introducing Cisco Unified Communications Manager Attendant Console Cisco Unified Communications Manager Attendant Console Consider the following guidelines when you are linking hunt groups together: • • Configure the individual pilot points and hunt groups first. RJones. Each hunt group contains four members. The final hunt group member of Pilot 3. Cisco Unified Communications Manager Features and Services Guide 11-6 OL-15410-01 . voice-messaging number 5050. including the linked pilot point. two directory numbers. and 3000. The last hunt group member of Pilot 1 acts as the pilot point for Pilot 2. handles overflow conditions. 2. 35201 and 35222. the administrator checked Always Route Member for the last member of each hunt group. JSmith. Check the Always Route Member check box in the Hunt Group Configuration window for only the final member of each hunt group. and CScott designate attendant console users that are specified as user/line pairs in the hunt groups. Example 11-2 Linked Hunt Groups Working Together Consider the following information that is shown in Figure 11-2: • • • • • • • Three pilot points that are numbered 1. respectively. while the last hunt group member of Pilot 2 serves as the pilot point for Pilot 3. • • Caution Cisco strongly recommends that you do not link the last hunt group back to the first hunt group.

Line 1 JSmith. therefore. Cisco Unified Communications Manager Attendant Console routes the first call to a hunt group to the first hunt group member. is the first available member. Cisco Unified Communications Manager Attendant Console determines that the first three members of the hunt group are unavailable and. Cisco Unified Communications Manager Attendant Console never checks voice-messaging number 5050. Line 2. Because 1000 is a pilot point and First Available Hunt Group Member is chosen as the call-routing method. After the last hunt group member receives a call. Cisco Unified Communications Manager Attendant Console routes the call to that line. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 55777 11-7 . Cisco Unified Communications Manager Attendant Console checks the members in the hunt group in order. Line 1. beginning with JSmith. The Cisco Unified Communications Manager Attendant Console receives a call and directs it to the first pilot point of the chain. Cisco Unified Communications Manager Attendant Console routes the call to the last member of the group. directory number 3000. Line 2 CScott. the second call to the second hunt group member. directory number 1000. Because directory numbers 35201 and 35222 are busy. Line 1 CScott. Line 3 3000 Call routing method Longest idle Hunt Group member Hunt group Members CScott. and so on. 4. Cisco Unified Communications Manager Attendant Console dispatches the call to the next hunt group member in the hunt group. Line 3. Line3 5050 Call routing method First available Hunt Group member As represented in Figure 11-2. 2. Line 3 2000 Call routing method First available Hunt Group member Hunt group Members 35201 35222 RJones. When a new call arrives. In other words. When Cisco Unified Communications Manager Attendant Console determines that CScott. routes the call to directory number 2000. Each hunt group maintains a record of which hunt group member receives a call. the link to Pilot 3. the following example describes a simple call.Chapter 11 Cisco Unified Communications Manager Attendant Console Introducing Cisco Unified Communications Manager Attendant Console Figure 11-2 Linked Hunt Group Example Pilot 1 1000 Pilot 2 2000 Pilot 3 3000 Hunt group Members JSmith. Cisco Unified Communications Manager Attendant Console routes calls beginning with the first hunt group member again. Understanding Circular Hunt Groups Circular hunt groups enable Cisco Unified Communications Manager Attendant Console to route calls on the basis of last hunt group member to receive a call. Line 2 JSmith. and RJones. is offline. When the call reaches Pilot 2. Cisco Unified Communications Manager Attendant Console attempts to route the call to the longest idle hunt group member. Cisco Unified Communications Manager Attendant Console searches through Pilot 3 to find the first available member who is not busy.routing scenario for linked hunt groups: 1. 3. the link to Pilot 2.

Cisco Unified Communications Manager Attendant Console receives another call and directs it to the Circular pilot point. Cisco Unified Communications Manager Attendant Console determines whether the directory number is busy before routing the call. Cisco Unified Communications Manager Attendant Console routes the call to the first hunt group member. 4. directory number 1026. 1024. The Cisco Unified Communications Manager Attendant Console receives a call and directs it to the Circular pilot point. Because Circular Hunting is chosen as the call-routing option and directory number 1024 received the last call. 3. Figure 11-3 Circular Hunting Example Circular Pilot 4000 Hunt Group members 1024 1025 1026 Call routing method Circular Hunting 91197 As shown in Figure 11-3. directory number 4000.Chapter 11 Introducing Cisco Unified Communications Manager Attendant Console Cisco Unified Communications Manager Attendant Console If you want to use circular hunting for linked hunt groups. the following example describes a simple call-routing scenario where the user configured a Circular pilot point: 1. Because 4000 is a pilot point and Circular Hunting is chosen as the call-routing option. Cisco Unified Communications Manager Features and Services Guide 11-8 OL-15410-01 . Cisco Unified Communications Manager Attendant Console determines that directory number 1025 is busy and routes the call to the next hunt group member. 1025. Cisco Unified Communications Manager Attendant Console attempts to route the call to the next hunt group member. set each of the pilot points of the linked hunt groups to circular hunting. which is directory number 1025. which is directory number 1024. 6. directory number 4000. 2. Cisco Unified Communications Manager Attendant Console receives another call and directs it to the Circular pilot point. Example 11-3 Circular Hunting Assume a pilot point that is named Circular exists at directory number 4000 and that you chose the Circular Hunting routing algorithm when you configured the pilot point. The hunt group for this pilot point contains the three directory numbers. and 1026. directory number 4000. listed in the hunt group in that order. Because the Always Route check box is not checked for any of the hunt group members. 5. that is.

While in the queue. The attendant console only broadcasts calls to attendants that are set up as user/line number hunt group members in the broadcast hunting pilot point. You can specify the following values for each broadcast hunting pilot point: • Note Queue Size—This field specifies the number of calls that are allowed in the queue. • Example 11-4 Broadcast Hunting Example Assume a pilot point named Service exists at directory number 1000 and supports broadcast hunting. the call remains in the queue until an attendant becomes available. Cisco Unified Communications Manager Attendant Console routes calls to the “always route” hunt group member that i s specified on the Hunt Group Configuration window. 7060. The hunt group for this pilot contains the following members: • • Three user/line number pairs for service staff. If you do not configure an always route member. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 11-9 . which is the final member of the hunt group The following example describes a simple call-routing scenario where the user chose Broadcast Hunting during the configuration of the pilot point: 1. If the call is in the queue for longer than the “HoldTime. that is. Mary Brown/Line #1. Joe Williams/Line #2. listed in the hunt group in that order A voice-messaging number. The attendant console displays the queued calls to all available attendants after inserting the calls into the queue and to all attendants that become available while the call is in the queue. the callers receive music on hold if you have chosen an audio source from the Network Hold Audio Source and the User Hold MOH Audio Source drop-down list boxes in the Common Device Configuration window or the Pilot Point Configuration window. Understanding Broadcast Hunting Broadcast hunting enables Cisco Unified Communications Manager Attendant Console to answer calls and place them into a queue. The Cisco Unified Communications Manager Attendant Console receives a call and directs it to the Service Pilot Point. When an attendant answers a call. Cisco Unified Communications Manager Attendant Console attempts to route the call to the next hunt group member. The queued calls appear in the Broadcast Calls window on the attendant PC. directory number 1000. Cisco Unified Communications Manager Attendant Console removes the call from the Broadcast Calls window and displays it in the Call Control window of the attendant who answered the call. Cisco Unified Communications Manager Attendant Console does not automatically send the calls to an attendant. which is directory number 1024. Hold Time—This field specifies the maximum time (in seconds) that Cisco Unified Communications Manager Attendant Console keeps a call in the queue.Chapter 11 Cisco Unified Communications Manager Attendant Console Introducing Cisco Unified Communications Manager Attendant Console 7. If the queue is full. and Doris Jones/Line #1. Any attendant in the hunt group that is online can answer the queued calls. If you do not specify an always route member. Because Circular Hunting is chosen as the call-routing option and directory number 1026 received the last call.” the call gets redirected to the “AlwaysRoute” member. Cisco Unified Communications Manager Attendant Console drops the call when the queue size limit is reached.

no action occurs. The attendant console searches the following files (in order) for the user list: • User list file that is specified in the Path Name of Local Directory File in the Attendant Settings dialog box on the attendant PC Cisco Unified Communications Manager Features and Services Guide 11-10 OL-15410-01 . Mary Brown answers the call. The hold time specifies the maximum time (in seconds) that Cisco Unified Communications Manager Attendant Console keeps a call in the queue. While in the queue.” the call gets redirected to “AlwaysRoute” member. Cisco Unified Communications Manager Attendant Console redirects the call to that hunt group member. The attendants cannot view the queued calls. You must also enter a value in the Queue Size field and the Hold Time (in Seconds) field. Understanding the Cisco Unified Communications Manager Attendant Console Directory The attendant console server reads and caches directory entries at startup. If the call is in the queue for longer than the “HoldTime. Cisco Unified Communications Manager Attendant Console sends calls to a queue. and Cisco Unified Communications Manager Attendant Console removes the call from the queue. Understanding Call Queuing You can configure a pilot point to support call queuing. therefore. 3. If the “AlwaysRoute” member is not configured. and Doris Jones/Line #1 is available and. If you do not specify an always route member. Because Broadcast is chosen as the call-routing option for the Service pilot point. The caller receives music on hold. 4. After an initial handshake determines whether the directory entries changed since the previous log in. the Cisco Unified Communications Manager Attendant Console that is associated with the pilot point checks the queue. the callers receive music on hold if you have chosen an audio source from the Network Hold Audio Source and the User Hold MOH Audio Source drop-down list boxes in the Common Device Configuration window or the Pilot Point Configuration window. The attendant console also downloads the user list when the interval in the Directory Reload Interval field in the Attendant Settings dialog box expires or when the user clicks the Reload button in the Directory window. Joe Williams/Line #2 is busy. Cisco Unified Communications Manager Attendant Console checks the members of the hunt group in order. Cisco Unified Communications Manager Attendant Console drops the call when the queue size limit is reached. The queue size specifies the number of calls that are allowed in the queue. When a hunt group member becomes available. Cisco Unified Communications Manager Attendant Console determines that Mary Brown/Line #1 is available. beginning with Mary Brown/Line #1. so when a call comes to pilot point and all hunt groups members are busy.Chapter 11 Introducing Cisco Unified Communications Manager Attendant Console Cisco Unified Communications Manager Attendant Console 2. broadcasts the call to Mary Brown/Line #1 and Doris Jones/Line #1. the attendant console downloads the directory user list. Cisco Unified Communications Manager Attendant Console routes calls to the “always route” hunt group member that is specified on the Hunt Group Configuration window. If the queue is full. You enable queuing for a pilot point by checking the Queuing Enabled check box on the Pilot Point Configuration window. Cisco Unified Communications Manager Attendant Console determines that the queue is not full and routes the call to the queue.

available.txt file created by the system. choose System > Service Parameters. To modify the Directory Sync Period service parameter.You must manually activate the Cisco CallManager Attendant Console Server service through Cisco Unified Serviceability.Chapter 11 Cisco Unified Communications Manager Attendant Console Introducing Cisco Unified Communications Manager Attendant Console • AutoGenerated. The attendant console server also stores per-attendant information such as speed-dial groups/entries and window positions in the database. The attendant console saves the file as CorporateDirectory. attendant consoles.txt file. Additional Information See the “Related Topics” section on page 11-43. Choose the appropriate server from the Server drop-down list box and choose the Cisco CallManager Attendant Console Server service from the Service drop-down list box. Understanding the Cisco CallManager Attendant Console Server Service The attendant console application registers with and receives call-dispatching services from the Cisco CallManager Attendant Console Server service. If you use the attendant console in a cluster environment. not all Cisco Unified Communications Manager Attendant Console Servers are required to have a route point.txt. The Cisco CallManager Attendant Console Server service provides communication among Cisco Unified Communications Manager servers. attendant console redundancy requires this setup. Cisco CallManager Attendant Console Server handles attendant console requests for the following items: • • Note Call dispatching from pilot point to the appropriate hunt group destination Line status (unknown. make sure that all Cisco Unified Communications Managers within a cluster have the Cisco CallManager Attendant Console Server service activated and running. on hook. it replaces the AutoGenerated. and the Cisco Unified IP Phones that are used with the attendant consoles. If you import a CorporateDirectory. Last Name First Name Telephone Number Department The user list file exists in comma separate value (CSV) format and contains the following information: • • • • Note Directory entries without telephone numbers do not display in the attendant console Directory window. To work properly. however. • CorporateDirectory. which ensures that each attendant can use the per-attendant settings from any PC into which the attendant logs.txt file that you import by using the Cisco Unified CM Attendant Console User File Upload window (Application > Cisco Unified CM Attendant Console > Cisco Unified CM Attendant Console User File Upload).txt file that is generated by the Cisco Unified Communications Manager Attendant Console service and stored in the userlist directory on the Cisco Unified Communications Manager Attendant Console server when the Cisco CallManager Attendant Console Server service starts and when the directory sync period expires if the Directory Sync Period service parameter does not equal zero. or off hook) Cisco Unified Communications Manager Features and Services Guide OL-15410-01 11-11 .

Customer can provision a single machine as the call processing server (CTI server) instead of running the CTI service on the same machine as the Cisco CallManager service and the Cisco CallManager Attendant Console Server service. The list of CTI services provides scalability. Cisco Unified Communications Manager Attendant Console caches the list of servers into the GlobalSettings. perform one of the following tasks: • In default configurations where CTIManager and Cisco CallManager Attendant Console Server are running on all nodes in the Cisco Unified Communications Manager cluster.) Note Cisco CallManager Attendant Console Server only monitors the status of internal devices and phones. The attendant console that is attached to the failed server uses the list in the GlobalSettings. To ensure redundancy for the Cisco Unified Communications Manager Attendant Console application. the following events occur: • • • Note Automated recovery exists. An attendant console user cannot see line state for a phone that is connected to a gateway. the following events occur: • Cisco Unified Communications Manager Attendant Console connects to a Cisco Unified Communications Manager Attendant Console server and downloads the list of Cisco Unified Communications Manager servers in the attendant phone device pool. its Cisco CallManager Attendant Console Server resumes servicing its route points and attendant consoles. Cisco Unified Communications Manager Attendant Console Redundancy Every time that the attendant opens the Cisco Unified Communications Manager Attendant Console.xml file to locate and connect to another Cisco Unified Communications Manager server. The Cisco Unified Communications Manager Attendant Console server inspects the Cisco Unified Communications Manager database and uses the list of Cisco Unified Communications Manager servers as the list of servers where the Cisco CallManager Attendant Console Server service should be active. • • • If a Cisco CallManager service fails. If a Cisco CallManager Attendant Console Server service fails. enter the IP address of one server that is running Cisco CallManager Attendant Console Server in the Attendant Settings dialog box on the attendant PC. The attendant resumes service with the recovered Cisco Unified Communications Manager after the attendant closes and reopens the console. The Cisco CallManager Attendant Console Server service that is running on the Cisco Unified Communications Manager server takes over servicing of the route points that are associated with the failed Cisco Unified Communications Manager. another Cisco CallManager Attendant Console Server service takes over.Chapter 11 Introducing Cisco Unified Communications Manager Attendant Console Cisco Unified Communications Manager Attendant Console • User directory information (Cisco CallManager Attendant Console Server stores and periodically updates directory information for fast lookup by the attendant console. Cisco Unified Communications Manager Attendant Console client application uses the server list to locate the servers that are running CTIManager. When the failed Cisco Unified Communications Manager comes back up. Cisco Unified Communications Manager Features and Services Guide 11-12 OL-15410-01 .xml file that is located in C:\Program Files\Cisco\Unified Communications Manager Attendant Console\data.

Note System Requirements for Cisco Unified Communications Manager Attendant Console See the following sections for PC requirements and Cisco Unified IP Phone requirements for using the attendant console: • • Attendant PC Requirement. see the “Configuring Cisco Unified Communications Manager Attendant Console Settings” section on page 11-40. Firewall Support for Attendant Console Cisco Unified Communications Manager offers firewall support through Remote Method Indication (RMI). You can configure this by using Service Parameter RMI Bind Port. RMI uses a TCP Callback Port to send callback messages to the attendant console client. which is also how attendant console servers communicate with each other. Note For more information on accessing the Attendant Settings dialog box. page 11-14 Attendant PC Requirement The following list provides PC requirements for the attendant console: • • Operating system—Windows 2000 and Windows XP Network connectivity to the Cisco Unified Communications Manager Cisco Unified Communications Manager Features and Services Guide OL-15410-01 11-13 . You must make sure that the RMI ports are open in the firewall. They only differ in that no firewall exists between servers. enter a comma separated list of the IP addresses of servers in the cluster that have an active CTIManager in the Call Processing Server Host Names or IP Addresses field on the Advanced Tab of the Attendant Settings dialog box on the attendant PC. The attendant console server uses a custom RMI socket to bind to specific TCP ports for sending the RMI response to the client. Attendant console clients and attendant console servers communicate through Java RMI.Chapter 11 Cisco Unified Communications Manager Attendant Console System Requirements for Cisco Unified Communications Manager Attendant Console • If Cisco CallManager Attendant Console Server and CTIManager are not running on all nodes in the cluster. page 11-13 Cisco Unified IP Phone and Voice-Messaging Requirements for Use with the Attendant Console. You can configure the attendant console Client Callback Port by using Settings Dialog.

Cisco Unified IP Phones that are used with the attendant console must meet the following guidelines: • Use the attendant console with any Cisco Unified IP Phone 7905G. make sure that the IP Address or Host Name field in the Attendant Console Settings dialog box specifies the address of the Cisco Unified Communications Manager server to which the Cisco Unified IP Phone is normally registered. but attendants can receive and handle calls from phones that run SIP. ensure that each phone is set up according to these guidelines and that each phone is registered with its own attendant console. 7960G. Do not use a shared-line appearance for pilot points. If you do not. page 11-16 Cisco Unified Communications Manager Features and Services Guide 11-14 OL-15410-01 . 7941G-GE. If an attendant console user will be logging in to the attendant console at more than one phone. 7912G-A. Disable call forwarding for lines and directory numbers on Cisco Unified IP Phones that are used as attendant consoles. 7961G. Make sure that you check the Allow Control of Device from CTI check box on the Phone Configuration window (Device > Phone) for each attendant phone. 7970G and 7970G-GE that is using SCCP. 7961G-GE. 7912G. When no more outgoing calls can be made on a line. You cannot use phones that run SIP as attendant phones. Make sure that the Cisco Unified IP Phone is added as a device in Cisco Unified Communications Manager before it is used with the attendant console. Based on the line settings on Directory Number Configuration window.Chapter 11 Interactions and Restrictions Cisco Unified Communications Manager Attendant Console Cisco Unified IP Phone and Voice-Messaging Requirements for Use with the Attendant Console The attendant console works in conjunction with a Cisco Unified IP Phone. Configure the attendant console to connect the Cisco Unified IP Phone to its registered Cisco Unified Communications Manager server. 7941G. 7911G. page 11-15 Restrictions. If this check box is not checked for the attendant phone. To configure the attendant console. Cisco Unified Communications Manager Attendant Console can support multiple calls on a line. Make sure that directory numbers for pilot points do not appear on any other device in the system. 7940G. the attendant cannot forward calls to voice-messaging system. Attendant phones can share lines with other attendants or non-attendants. • • • • • • • Interactions and Restrictions The following sections describe the interactions and restrictions for Cisco Unified Communications Manager Attendant Console: • • Interactions. Cisco Unified Communications Manager Attendant Console displays a warning message when the attendant attempts to make a call. call control does not come up for the attendant console Make sure that you configure voice messaging for each directory number that the attendant can access. The system enables this field by default.

Music On Hold If you have chosen an audio source from the Network Hold Audio Source and the User Hold MOH Audio Source drop-down list boxes in the Common Device Configuration window or on the Pilot Point window. If they use the Transfer button. page 11-16 Super Provider Feature Support. and the call-control status of the attendant console goes down. and the call control does not go up on the console. When logging back into the Cisco Unified Communications Manager Attendant Console. page 11-15 CTI. page 11-15 Music On Hold. Directed Call Park Attendants must use the Consult Transfer button to send calls to a directed park number. page 11-16 Cisco Extension Mobility If a user logs in to or logs off the Cisco Unified IP Phone by using Cisco Extension Mobility while logged in to Cisco Unified Communications Manager Attendant Console. and the caller receives a reorder tone. If you do not associate the ac application user to this group. Calls that are sent to a directed park number do not display in the Parked Calls window in the Cisco Unified Communications Manager Attendant Console. see “Configuring Cisco Unified Communications Manager Attendant Console Settings” section on page 11-40. queued callers receive music on hold while in the queue. page 11-16 Intercom. pilot points do not register. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 11-15 . For more information on entering a directory number in the Cisco Unified Communications Manager Attendant Console. The user must log out of the Cisco Unified Communications Manager Attendant Console. Call Park You must associate the ac application user to the Standard CTI Allow Call Park Monitoring group (found on the Cisco Unified Communications Manager Administration User Group Configuration window). page 11-15 Call Park. page 11-15 Directed Call Park. the system cannot revert the call to the attendant when the reversion timeout period expires.Chapter 11 Cisco Unified Communications Manager Attendant Console Interactions and Restrictions Interactions The following sections describe how Cisco Unified Communications Manager Attendant Console interacts with Cisco Unified Communications Manager applications: • • • • • • • Cisco Extension Mobility. The selections that you make on the Pilot Point Configuration window override those that you make on the Common Device Configuration window. Cisco Unified Communications Manager Attendant Console displays a message that indicates that the attendant needs to log out and log back in if the directory numbers of the phone have changed. the attendant must specify the current directory number of the phone in the Directory Number of Your Phone field of the Settings dialog box. the Cisco Unified IP Phone resets.

If you use the attendant console in a cluster environment. Cisco Unified Communications Manager Features and Services Guide 11-16 OL-15410-01 . furthermore. for security purposes. you must configure the application user. not all Cisco CallManager Attendant Console Servers are required to have a route point. which is a mandatory task that you must perform. including Cisco Unified IP Phone 7940 and 7960. for example. The attendant console does not show the correct call forward all (CFA) status of certain phones that run SIP. the system automatically converts the ac application user to a superprovider user and disassociates the devices that were previously associated to the application user.Chapter 11 Interactions and Restrictions Cisco Unified Communications Manager Attendant Console CTI You must associate the ac application user to the Standard CTI Enabled users group and the Standard CTI Allow Call Park Monitoring group (found in the Cisco Unified Communications Manager Administration User Group Configuration window). ACDeviceAuthenticationUser. During an upgrade from Cisco Unified CallManager Release 4. you must always enable the super provider feature by associating the ac application user with the user group. If you do not associate the ac application user to these groups. however. Intercom See the “Restrictions” section on page 11-16. attendant console redundancy requires this setup. pilot points do not register. you can use any phone that is registered in the cluster with Cisco Unified Communications Manager Attendant Console. Caution Restrictions The following restrictions apply to Cisco Unified Communications Manager Attendant Console: • • • • You cannot use phones that run SIP as attendant phones. Standard CTI Control of all Devices.x. but attendants can receive and handle calls from phones that run SIP. To work properly. do not associate any devices with the ac application user. In addition. For information on how to perform this task. see the “Configuring the ACDeviceAuthenticationUser Application User for Device Security” section on page 11-25. make sure that all Cisco Unified Communications Managers within a cluster have the Cisco CallManager Attendant Console Server service activated and running. and the call control does not go up on the console. Standard CTI Allow Control of All Devices.You must manually activate the service through Cisco Unified Serviceability. After you associate the ac application user with the user group. and associate the subset of phones that you want to use with Cisco Unified Communications Manager Attendant Console with the ACDeviceAuthenticationUser application user. Cisco CallManager Attendant Console Server does not route calls to an instance of a shared line on attendant phone if any other instances of the shared line are in use. Super Provider Feature Support For Cisco Unified Communications Manager Attendant Console. if you want to use only a subset of phones with Cisco Unified Communications Manager Attendant Console. Associating devices to the ac application user can cause system instability.

If the user attempts to activate call back to a Cisco Unified Communications Manager Attendant Console pilot point number over a QSIG-enabled intercluster trunk or QSIG-enabled trunk. Cisco Unified Communications Manager Attendant Console considers the line state of directory number 2000 (Partition1) to be busy and does not route calls to that directory number. Cisco Unified Communications Manager Attendant Console does not work with the group call pickup feature. – If a directory number in the hunt group also exists in another partition. the call does not get redirected to the next directory number in the group if the call is not answered. This means that an incorrect line state may appear for a particular individual in the directory. The user can activate call back for a Cisco Unified Communications Manager Attendant Console pilot point if that pilot point exists in the same Cisco Unified Communications Manager cluster as the user DN. the attendant console user interface cannot appropriately handle calls coming from or made to phones that belong to a call pickup group. Do not use a shared-line appearance for pilot points and hunt group members. the message “Callback Cannot be activated on xxxx” displays on the user phone. Because of JTAPI and CTI limitations. Cisco Unified Communications Manager Attendant Console may not route calls appropriately. Cisco Unified Communications Manager Attendant Console does not support Barge and cBarge. hunting does not occur if the call is not answered. however. but does not display the hunt group member line when the intercom feature is configured on a phone that is a member of a hunt group. the attendant console displays the line • • state of the DN that changed last. The Cisco Unified Communications Manager Attendant Console does not support the intercom feature. • • • • • • Cisco Unified Communications Manager Features and Services Guide OL-15410-01 11-17 . however. Do not associate any devices with the ac application user. the client interface does display any activity that is related to these features. the correct information regarding who parked the call displays on the PC of attendant #2. The attendant console GUI shows intercom and other lines. the attendant console does not always accurately display the attendant who parked a call in the Call Park window. Disable call forwarding for lines and directory numbers on Cisco Unified IP Phones that are used as attendant consoles. Make sure that directory numbers for pilot points and hunt group members do not appear on any other device in the system. Cisco Unified Communications Manager Attendant Console does not display correct information regarding who parked the call on the PC of attendant #1. On the PC of attendant #1. With Cisco Unified Communications Manager Attendant Console. When two attendant console clients share a line. After a call is directed to a directory number and the phone rings. Cisco Unified Communications Manager Attendant Console displays that attendant #2 parked the call rather than attendant #1. Consider a scenario in which directory number 2000 exists in Partition1 and Partition2. Make sure that you do not add attendant console pilot points or hunt group members or any directory numbers on an attendant phone to line groups in Cisco Unified Communications Manager Administration. and directory number 2000 (Partition1) exists in a hunt group.Chapter 11 Cisco Unified Communications Manager Attendant Console Interactions and Restrictions • • • Cisco Unified Communications Manager Attendant Console does not support a dual-monitor setup on the attendant PC. Cisco Unified Communications Manager Attendant Console recognizes partitions but has the following problems working with them: – If a directory number exists in more than one partition. When attendant #1 parks a call. • A user cannot activate call back for a Cisco Unified Communications Manager Attendant Console pilot point number over a QSIG-enabled intercluster trunk or QSIG-enabled trunk. If directory number 2000 (Partition2) receives a call.

refer to the Cisco Unified Communications Operating System Administration Guide. and the “Configuring Cisco Unified Communications Manager Attendant Console Settings” section on page 11-40. The following sections provide configuration information: • • Configuration Checklist for Cisco Unified Communications Manager Attendant Console. the Cisco Unified Communications Manager Attendant Console plug-in does not display in Cisco Unified Communications Manager Administration on that server after you install 7. 4. page 11-21 Cisco Unified Communications Manager Features and Services Guide 11-18 OL-15410-01 . it operates with the specified settings until the administrator changes them. make sure that you install the Cisco Unified Communications Manager Locale Installer on every server in the cluster.0(1). see the “Installing the Cisco Unified Communications Manager Attendant Console Plug-in on an Attendant PC” section on page 11-38. perform the steps in the configuration checklist. install and configure the Cisco Unified Communications Manager Attendant Console plug-in on each attendant PC.0. After the attendant console is configured. For more information.Chapter 11 Installing and Activating Cisco Unified Communications Manager Attendant Console Cisco Unified Communications Manager Attendant Console Installing and Activating Cisco Unified Communications Manager Attendant Console If you upgraded Cisco Unified Communications Manager to release 7. See the “Configuring Cisco Unified Communications Manager Attendant Console” section on page 11-18. the “Starting Cisco Unified Communications Manager Attendant Console After Installing Windows XP SP2” section on page 11-39. If you reinstall Cisco Unified Communications Manager 7. If the attendants require Cisco Attendant Console user windows to display in a language other than English. For more information. 2.0. you can download the Cisco Unified Communications Manager Attendant Console plug-in. and the plug-in does not display in the Find and List Plugins window in Cisco Unified Communications Manager Administration. Cisco recommends that you save the plug-in to a location on a PC that you will remember in case you cannot access Cisco Unified Communications Manager Administration. 3.0(1). Refer to the Cisco Unified Serviceability Administration Guide. page 11-19 Configuring Cisco Unified Communications Manager Attendant Console Users. Cisco does not support the Cisco Unified Communications Manager Attendant Console with new installations of Cisco Unified Communications Manager 7. Configuring Cisco Unified Communications Manager Attendant Console For successful configuration of Cisco Unified Communications Manager Attendant Console. Cisco recommends that you download the Cisco Unified Communications Manager Attendant Console plug-in from the first node in the cluster.0 on a server after an upgrade to 7. Use Cisco Unified Serviceability to activate and start the Cisco CallManager Attendant Console Server service on all servers that are running the Cisco CallManager service and to activate the CTIManager service on one server in the cluster.0(1). Configure Cisco Unified Communications Manager Attendant Console in Cisco Unified Communications Manager Administration. After you upgrade to Cisco Unified Communications Manager 7. The following lists describes the tasks that you must perform to activate and install Cisco Unified Communications Manager Attendant Console: 1.

page 11-42 Dependency Records. Step 4 Set up pilot points and hunt groups. page 11-21 Configuring a Directory Number. page 11-26 Cisco CallManager Attendant Console Server Service Configuration.txt File. page 11-32 Review the interactions and restrictions for this feature.txt File. page 11-37 Installing the Cisco Unified Communications Manager Attendant Console Plug-in on an Attendant PC. page 11-40 Attendant Console Configuration Settings. page 11-36 Deleting the CorporateDirectory. page 11-32 Associating Devices with the ACDeviceAuthenticationUser Application User. page 11-43 Configuration Checklist for Cisco Unified Communications Manager Attendant Console Perform the steps in Table 11-1 to set up the attendant console. page 11-25 Configuring Pilot Points. Add attendant console users. Step 3 Configure directory numbers for the pilot points. page 11-14 Configuring Cisco Unified Communications Manager Attendant Console Users. Cisco Unified Communications Manager Administration Guide Understanding Pilot Points and Hunt Groups. page 11-41 Configuring Held Icon Timers.Chapter 11 Cisco Unified Communications Manager Attendant Console Configuring Cisco Unified Communications Manager Attendant Console • • • • • • • • • • • • • Configuring the ACDeviceAuthenticationUser Application User for Device Security. page 11-35 Creating and Uploading the CorporateDirectory. page 11-26 Configuring Hunt Groups. page 11-3 Configuring Pilot Points. page 11-26 Configuring Hunt Groups. page 11-38 Starting Cisco Unified Communications Manager Attendant Console After Installing Windows XP SP2. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 11-19 . Table 11-1 Attendant Console Configuration Checklist Configuration Steps Step 1 Step 2 Related Procedures and Topics Interactions and Restrictions. page 11-39 Configuring Cisco Unified Communications Manager Attendant Console Settings.

Cisco Unified Communications Manager Administration Guide Cisco Unified Communications Manager Features and Services Guide 11-20 OL-15410-01 . Adding Users to a User Group. Make sure that the attendant console PC is set up correctly for use with the attendant console. page 11-26 Communications Manager Attendant Console with this application user. In this case. Configuring Directory Lookup Dial Rules.Chapter 11 Configuring Cisco Unified Communications Manager Attendant Console Cisco Unified Communications Manager Attendant Console Table 11-1 Attendant Console Configuration Checklist (continued) Configuration Steps Step 5 Related Procedures and Topics Create the ac application user. Cisco Unified For example. Guide Dial Rules Overview. page 11-25 Step 6 Associating Devices with the After you create the ACDeviceAuthenticationUser application ACDeviceAuthenticationUser Application user. Communications Manager Administration Guide After you create the ac application user. page 36-2. Cisco Unified Tip Do not associate any devices with the ac application user. the Standard CTI Allow Call Park Monitoring group. If you want to use security with the Cisco Unified Communications Manager Attendant Console. Cisco Unified pattern. Each rule specifies which numbers to transform based on Communications Manager Administration the beginning digits and length of the number. page 11-11 Cisco Unified IP Phone and Voice-Messaging Requirements for Use with the Attendant Console. which would transform 4085551212 into 51212. page 11-14 user to the Standard CTI Enabled group. Verify that the CTIManager service activates and runs on one server in the cluster. Step 11 Directory lookup rules transform caller identification numbers into numbers that can be looked up in the directory. Cisco Unified Communications Manager System Guide 10-digit telephone. and the Standard CTI Allow Control of All Devices user group. you can create a dial rule that automatically removes the area code and prefix digits from a 10-digit telephone Communications Manager System Guide number beginning with 408525 and adds 89 to the beginning of the telephone number to provide access to an outside line. page 11-14 Attendant PC Requirement. page 11-13 Step 8 Make sure that each attendant Cisco Unified IP Phone is set up correctly for use with the attendant console. Super Provider Feature Support. Unified Communications Manager Attendant Console to interact page 11-24 with CTIManager. For example. for example. you want to use a subset of phones with Cisco Unified Communications Manager Attendant Console. the number 4085256666 becomes 8956666. Step 9 Step 10 Create dial rules to transform directory numbers into a dialable Configuring Dial Rules. you can create a directory lookup rule that automatically removes the area code and 2 prefix digits from a Directory Lookup Dial Rules. This application user allows Cisco Configuring the ac Application User. add the ac application Interactions and Restrictions. Cisco Unified Serviceability Administration Guide Understanding the Cisco CallManager Attendant Console Server Service. If Cisco Unified Communications Manager Attendant Console can match the number with a user in the speed dial entries of the attendant or in the directory. the attendant console displays the name in the Call Detail window. page 11-16 Configuring the ACDeviceAuthenticationUser Application User for Device Security. create the ACDeviceAuthenticationUser application user. Step 7 Verify that the Cisco CallManager Attendant Console Server service activates and runs on all servers that are running the Cisco CallManager service. associate the phones that you want to use for Cisco Unified User.

Tip Step 13 Installing the Cisco Unified Communications Manager Attendant Console Plug-in on an Attendant PC. If you navigate to other menu items and return to this menu item. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 11-21 . page 11-38 Starting Cisco Unified Communications Manager Attendant Console After Installing Windows XP SP2.Chapter 11 Cisco Unified Communications Manager Attendant Console Configuring Cisco Unified Communications Manager Attendant Console Table 11-1 Attendant Console Configuration Checklist (continued) Configuration Steps Step 12 Related Procedures and Topics If your centralized user list is located on a directory server that is Creating and Uploading the separate from the Cisco Unified Communications Manager CorporateDirectory. you must reinstall the Cisco Unified Communications Manager Attendant Console Plug-in on the attendant PCs. If you upgraded Cisco Unified Communications Manager to release 7. Cisco Unified Communications Manager Administration retains your user search preferences until you modify your search or close the browser. and the plug-in does not display in the Find and List Plugins window in Cisco Unified Communications Manager Administration. page 11-23 Additional Information See the “Related Topics” section on page 11-43. page 11-40 After a Cisco Unified Communications Manager upgrade. Finding an Attendant Console User Use the following procedure to find an attendant console user: During your work in a browser session. Cisco does not support the Cisco Unified Communications Manager Attendant Console with new installations of Cisco Unified Communications Manager 7. Cisco Unified Communications Manager Administration retains your attendant console user search preferences. Procedure Step 1 Note Choose Application > Cisco Unified CM Attendant Console > Cisco Unified CM Attendant Console User. Install and configure the attendant console on each attendant console user PC.0(1). create and upload the CorporateDirectory. page 11-21 Configuring an Attendant Console User. page 11-39 Configuring Cisco Unified Communications Manager Attendant Console Settings.txt File. page 11-22 Cisco Unified Communications Manager Attendant Console User Configuration Settings. you can download the Cisco Unified Communications Manager Attendant Console plug-in. Configuring Cisco Unified Communications Manager Attendant Console Users This section covers the following procedures: • • • • Finding an Attendant Console User. page 11-36 server. page 11-23 Deleting an Attendant Console User.0(1).txt file.

Note Step 4 From the list of records that display. To add additional search criteria. All or matching records display. the system searches for a record that matches all criteria that you specify. in the list header.Chapter 11 Configuring Cisco Unified Communications Manager Attendant Console Cisco Unified Communications Manager Attendant Console The Find and List window displays. if available. You must add users through the Cisco Unified Communications Manager Attendant Console User Configuration window in Cisco Unified Communications Manager Administration before the users can log in to an attendant console. Specify the appropriate search text. You can change the number of items that display on each page by choosing a different value from the Rows per Page drop-down list box. click the link for the record that you want to view. go to Step 3. click the + button. choose a search parameter. To filter or search records. Be aware that attendant console user IDs and passwords are not the same as those for directory users and passwords that are entered in the End User Configuration window in Cisco Unified Communications Manager Administration. Additional Information See the “Related Topics” section on page 11-43. Step 2 To find all records in the database. ensure the dialog box is empty. Configuring an Attendant Console User This section describes how to configure an attendant console user. To remove criteria. Procedure Step 1 Note Choose Application > Cisco Unified CM Attendant Console > Cisco Unified CM Attendant Console User. click the – button to remove the last added criteria or click the Clear Filter button to remove all added search criteria. You can delete all configurable records for this selection by clicking Select All and then clicking Delete Selected. perform one of the following tasks: • • From the drop-down list box. To reverse the sort order. click the up or down arrow. Note Step 3 Click Find. if applicable. Note The window displays the item that you choose. When you add criteria. Cisco Unified Communications Manager Features and Services Guide 11-22 OL-15410-01 . You can delete multiple records from the database by checking the check boxes next to the appropriate record and clicking Delete Selected.

Table 11-2 Attendant Console User Configuration Settings Field User ID Password Confirm Password Description Enter the login name for the attendant console user. refer to the “Accessing Dependency Records” section in the Cisco Unified Communications Manager Administration Guide. Deleting an Attendant Console User This section describes how to view. update. Enter a password of up to 50 alphanumeric characters. the dependency records summary window displays a message. Additional Information See the “Related Topics” section on page 11-43. Enter the same password again. If you try to delete an attendant console user that is in use. locate the appropriate user as described in “Finding an Attendant Console User” section on page 11-21 and click the name of the user you want to update. click the Add New button. For more information about dependency records. Before You Begin To find out which hunt groups are using the attendant console user. click the Dependency Records link from the Cisco Unified Communications Manager Attendant Console User Configuration window. Additional Information See the “Related Topics” section on page 11-43. To update an existing attendant console user. or delete a Cisco attendant console user. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 11-23 . Delete the hunt groups that are using the attendant console user. Step 3 Step 4 Enter the appropriate configuration settings as described in Table 11-2. To delete an attendant console user that is currently in use. Cisco Unified Communications Manager displays a message. See the “Deleting Hunt Group Members” section on page 11-34. Cisco Unified Communications Manager Attendant Console User Configuration Settings Table 11-2 describes Cisco Unified Communications Manager Attendant Console user configuration settings. The Cisco Unified Communications Manager Attendant Console User Configuration window displays. Enter up to 50 alphanumeric characters. If the dependency records are not enabled for the system. you must perform either or both of the following tasks: • • Assign a different attendant console user to any hunt groups that are using the attendant console user that you want to delete. See the “Deleting Hunt Group Members” section on page 11-34.Chapter 11 Cisco Unified Communications Manager Attendant Console Configuring Cisco Unified Communications Manager Attendant Console Step 2 Perform one of the following tasks: • • To add a new attendant console user. Click Save.

Click Save. you can delete multiple users by checking the check boxes next to the appropriate users and clicking Delete Selected. You can delete all users in the window by clicking Select All. To remove the user. the attendant console cannot interact with CTIManager. Procedure Step 1 Tip Choose User Management > Application User. In the Confirm Password field. see the “Cisco CallManager Attendant Console Server Service Configuration” section on page 11-35. From the Find and List window. Cisco Unified Communications Manager Features and Services Guide 11-24 OL-15410-01 . in the User ID field. If you do not configure this user. reenter the password. Do not associate devices with the ac application user. To create the attendant console application user. enter the user ID. Perform the following procedure to configure the ac application user. The Find and List Application Users window displays. The Application User Configuration window displays. ac. Configuring the ac Application User You must configure an attendant console ac application user. and the attendant cannot receive calls. Make sure that the user ID that you use for the attendant console application user is the same as the value in the JTAPI username field in the Service Parameters Configuration window for the Cisco CallManager Attendant Console Server service. enter a password such as 12345. Click the name of the user that you want to delete. Tip Additional Information See the “Related Topics” section on page 11-43. For information on accessing the Cisco CallManager service parameters. then clicking Delete Selected. Step 2 Step 3 Tip Step 4 Step 5 Step 6 In the Password field.Chapter 11 Configuring Cisco Unified Communications Manager Attendant Console Cisco Unified Communications Manager Attendant Console Procedure Step 1 Step 2 Step 3 Locate the user that you want to delete by using the procedure in the “Finding an Attendant Console User” section on page 11-21. Click Add New. click Delete.

associate the phones that you want to use for Cisco Unified Communications Manager Attendant Console with this application user. for example. enter the user ID as ACDeviceAuthenticationUser in the User ID field. enter a password such as 12345. and the Standard CTI Allow Control of All Devices user group. To create the device authentication user. Perform the following procedure to configure the ACDeviceAuthenticationUser application user. Procedure Step 1 Choose User Management > Application User. as well as associate the attendant phones with this application user. reenter password. The Find and List Application Users window displays. see the “Cisco CallManager Attendant Console Server Service Configuration” section on page 11-35. For information on accessing the Cisco CallManager service parameters. Additional Information See the “Related Topics” section on page 11-43.Chapter 11 Cisco Unified Communications Manager Attendant Console Configuring Cisco Unified Communications Manager Attendant Console Next Steps Add the ac application user to the Standard CTI Enabled group. ACDeviceAuthenticationUser. Next Steps After you create the ACDeviceAuthenticationUser application user. Configuring the ACDeviceAuthenticationUser Application User for Device Security If you want to enable device security for the Cisco Unified Communications Manager Attendant Console. Click Add New. Step 2 Step 3 Tip Step 4 Step 5 Step 6 In the Password field. you want to use a subset of phones instead of all phones that the super provider feature supports. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 11-25 . Make sure that the user ID that you use for the device authentication user is the same as the value in the ACDeviceAuthentication field in the Service Parameters Configuration window for the Cisco CallManager Attendant Console Server service. the Standard CTI Allow Call Park Monitoring group. Click Save. you must configure an application user. In the Confirm Password field. Additional Information See the “Related Topics” section on page 11-43.

Configuring Pilot Points Before the Cisco CallManager Attendant Console Server service can route calls. Perform the following procedure: Procedure Step 1 Choose User Management > Application User and perform a search for the device authorization user that you set up in the “Configuring the ACDeviceAuthenticationUser Application User for Device Security” section on page 11-25. Ctrl+click the devices. To locate specific devices. This section contains the following topics: • • • • • Finding a Pilot Point. Click Save. see “Finding an End User” in the Cisco Unified Communications Manager Administration Guide. check the check boxes next to the pilot points that you want to associate to the ac user. you must configure pilot points and hunt groups through Cisco Unified Communications Manager Administration. To choose multiple devices. page 11-31 Pilot Point Configuration Settings. page 11-30 Resetting a Pilot Point.Chapter 11 Configuring Cisco Unified Communications Manager Attendant Console Cisco Unified Communications Manager Attendant Console Associating Devices with the ACDeviceAuthenticationUser Application User Before the attendant uses the attendant console. locate the devices as described in “Finding a Pilot Point” section on page 11-27. Cisco Unified Communications Manager Features and Services Guide 11-26 OL-15410-01 . The device authorization user information displays in the Application User Configuration window. For more information on performing a user search. and click Add Selected. you must associate the attendant console phones to the attendant console device authorization user that you created on the Application User Configuration window. page 11-29 Additional Information See the “Related Topics” section on page 11-43. From the Available Devices list in the Device Associations box. Step 2 Step 3 Additional Information See the “Related Topics” section on page 11-43. click the Find More Phones button. page 11-27 Configuring a Pilot Point. page 11-28 Deleting a Pilot Point. choose the attendant phones that you want to associate with the device authorization user and click the down arrow to move the devices to the Controlled Devices box.

Note Step 4 From the list of records that display. the system searches for a record that matches all criteria that you specify. When you add criteria. perform one of the following tasks: • • • Step 2 From the first drop-down list box. From the second drop-down list box. To reverse the sort order. ensure the dialog box is empty. click the – button to remove the last added criteria or click the Clear Filter button to remove all added search criteria. go to Step 3. Additional Information See the “Related Topics” section on page 11-43.Chapter 11 Cisco Unified Communications Manager Attendant Console Configuring Cisco Unified Communications Manager Attendant Console Finding a Pilot Point This section describes how to find a pilot point. if available. Note Step 3 Click Find. click the + button. You can delete multiple records from the database by checking the check boxes next to the appropriate record and clicking Delete Selected. Cisco Unified Communications Manager Administration retains your pilot point search preferences until you modify your search or close the browser. To filter or search records. The Find and List window displays. During your work in a browser session. To remove criteria. choose a search pattern. To find all records in the database. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 11-27 . Specify the appropriate search text. in the list header. if applicable. You can change the number of items that display on each page by choosing a different value from the Rows per Page drop-down list box. Cisco Unified Communications Manager Administration retains your pilot point search preferences. Note The window displays the item that you choose. All or matching records display. click the up or down arrow. To add additional search criteria. Procedure Step 1 Note Choose Application > Cisco Unified CM Attendant Console > Pilot Point. click the link for the record that you want to view. choose a search parameter. You can delete all configurable records for this selection by clicking Select All and then clicking Delete Selected. If you navigate to other menu items and return to this menu item.

For more information on configuring directory numbers. Step 6 Note Additional Information See the “Related Topics” section on page 11-43. locate the appropriate phone as described in “Finding a Pilot Point” section on page 11-27. To configure the DN fields. For more information. To update an existing phone. Before You Begin Configure directory numbers to associate with the pilot points. you must configure a hunt group to specify which attendants receive the calls that come in to the pilot point. After the pilot point is created. Procedure Step 1 Choose Application > Cisco Unified CM Attendant Console > Pilot Point. Perform one of the followings tasks: • • • Step 2 To copy a pilot point. To associate a directory number for the pilot point. The Find and List Pilot Points window displays. Step 3 Step 4 Step 5 Enter the appropriate settings as described in Table 11-3. see Directory Number Configuration in the Cisco Unified Communications Manager Administration Guide. locate the appropriate phone as described in “Finding a Pilot Point” section on page 11-27. Click Save. The Directory Number Configuration window displays. see the “Configuring a Directory Number” section in the Cisco Unified Communications Manager Administration Guide. click the Add New button. To add a new pilot point. and click the Copy button.Chapter 11 Configuring Cisco Unified Communications Manager Attendant Console Cisco Unified Communications Manager Attendant Console Configuring a Pilot Point This section describes how to configure a pilot point and how to associate the directory number with that pilot point. see the “Configuring Hunt Group Members” section on page 11-32. Cisco Unified Communications Manager Features and Services Guide 11-28 OL-15410-01 . Enter the directory number that you want to use for the pilot point from the Directory Number field and click Save. click Line 1 in the Association Information pane.

• Media Resource Group Choose the appropriate Media Resource Group List. • Location Broadcast Hunting—When a call arrives at the pilot point. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 11-29 . Cisco Unified Communications Manager Attendant Console selects the required media resource (for example. Enter a description of the pilot point. A Media Resource Group List specifies a prioritized list of media resource groups. transcoder. Note For more information on media resource group lists. If the voice-messaging number is the longest idle member of the group. places the call on hold. Longest Idle Hunt Group Member—Routes incoming calls to the route group member that has been idle for the longest time. the caller receives music on hold. adds the call to the queue. The device pool comprises a group of Cisco Unified Communications Managers in prioritized order. Circular Hunting—Cisco Unified Communications Manager Attendant Console maintains a record of the last hunt group member to receive a call. Cisco Unified Communications Manager Attendant Console routes the call to the next hunt group member in the hunt group. The available methods include • • Route Calls To First Available Hunt Group Member—Routes incoming calls to the first available member of a hunt group. Cisco Unified Communications Manager Attendant Console answers the call. When a location is defined. The first Cisco Unified Communications Manager in the list represents the primary Cisco Unified Communications Manager for the pilot point. and displays the call in the Broadcast Calls window on attendant PCs. Cisco Unified Communications Manager Attendant Console routes the call to voice-messaging system without first checking the other members of the group. including spaces. Choose the method by which Cisco Unified Communications Manager Attendant Console routes calls to attendants.Chapter 11 Cisco Unified Communications Manager Attendant Console Configuring Cisco Unified Communications Manager Attendant Console Pilot Point Configuration Settings Table 11-3 describes pilot point configuration settings. While on hold. a location name and audio and video bandwidths get specified. see “Configuring a Media Resource Group List” in the Cisco Unified Communications Manager Administration Guide. Table 11-3 Pilot Point Configuration Settings Field Pilot Name Description Device Pool Description Enter up to 15 alphanumeric characters. This description can contain up to 50 characters. or conference bridge) from the available media resource groups according to the priority order that is defined in the media resource group list. a Music On Hold server. to specify a descriptive name for the pilot point. When a new call arrives. if it is configured. This field specifies a selection of locations that are defined by using System > Location. Any attendant can answer the call from the Broadcast Calls window.

To delete a pilot point that is currently in use. Cisco Unified Communications Manager Attendant Console sends the call to the always route member that is specified on the Hunt Group Configuration window. Cisco Unified Communications Manager Attendant Console routes calls to the “always route” member that is specified on the Hunt Group Configuration window. check the Queuing Enable check box. If the queue is full. Choose the audio source that Cisco Unified Communications Manager Attendant Console uses when the attendant places a caller on hold. This field specifies the number of calls that are allowed in the queue. the call remains in the queue until an attendant becomes available. If a call remains on hold for the number of seconds that are entered in this field and you configured an “always route” hunt group member on the Hunt Group Configuration window. and call park hold. The range comprises 0 to 3600 seconds. you must delete the virtual directory numbers that are using the pilot point. the dependency records summary window displays a message. If you try to delete a pilot point that is in use. If you do not configure an always route member. The numbers range from 0 to 255. If you do not specify an always route member. The default specifies 32. including transfer hold. enter values in the Queue Size and Queue Hold Time (in Seconds) fields. Cisco Unified Communications Manager Features and Services Guide 11-30 OL-15410-01 . Cisco Unified Communications Manager Attendant Console drops the call when the queue size limit is reached. If you want Cisco Unified Communications Manager Attendant Console to queue calls when all attendants in a hunt group are busy. Enter 0 in this field to keep calls in the queue until an attendant becomes available. To complete the call-queuing configuration. Deleting a Pilot Point This section describes how to delete a pilot point. If the dependency records are not enabled for the system. The default specifies 0. Cisco Unified Communications Manager displays a message. For more information about dependency records. This field specifies the maximum time (in seconds) that Cisco Unified Communications Manager Attendant Console keeps a call in the queue. refer to the “Accessing Dependency Records” section in the Cisco Unified Communications Manager Administration Guide. Queue Size Queue Hold Time (in Seconds) Additional Information See the “Related Topics” section on page 11-43. conference hold. Before You Begin To find out which virtual directory numbers are using the pilot point.Chapter 11 Configuring Cisco Unified Communications Manager Attendant Console Cisco Unified Communications Manager Attendant Console Table 11-3 Pilot Point Configuration Settings (continued) Field Network Hold MOH Audio Source User Hold MOH Audio Source Queuing Enable Description Choose the audio source that Cisco Unified Communications Manager Attendant Console uses for network hold. choose the Dependency Records link from the Related Links drop-down list box that is on the Pilot Point Configuration window.

you can delete multiple pilot points by checking the check boxes next to the appropriate pilot points and clicking Delete Selected. and call processing continues to occur. Click one of the following buttons: • • • Step 4 Restart—Restarts the selected device for the pilot point without shutting the device down (reregisters the phones with Cisco Unified Communications Manager). You can delete all pilot points in the window by clicking Select All. Click Reset.Chapter 11 Cisco Unified Communications Manager Attendant Console Configuring Cisco Unified Communications Manager Attendant Console Note You do not have to restart the Cisco CallManager Attendant Console Server service or the Cisco CallManager service after you delete a pilot point for the deletion to take effect. The Pilot Point Configuration window displays with information for the chosen pilot point. the Cisco CallManager service continues to run. To remove the pilot point. From the Find and List window. Close—Returns you to the previous window without restarting or resetting the selected device. Procedure Step 1 Step 2 Step 3 Locate the pilot point by using the procedure in the “Finding a Pilot Point” section on page 11-27. Perform the following procedure to reset the pilot point: Procedure Step 1 Step 2 Step 3 Locate the pilot point that you want to reset by using the procedure in the “Finding a Pilot Point” section on page 11-27. The Reset window displays. Resetting a Pilot Point You must reset the pilot point after you update pilot point configuration settings. Approximately 10 minutes after you delete a pilot point. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 11-31 . Reset—Shuts down the selected device for the pilot point and brings it back up (performs a complete shutdown and reinitialization of the phone). Click the name of the pilot point that you want to delete. then clicking Delete Selected. Click the name of the pilot point that you want to reset. When you reset the pilot point. Tip Additional Information See the “Related Topics” section on page 11-43. click the Delete button. Cisco Unified Communications Manager Attendant Console stops directing calls to any hunt group members that are associated with that pilot point.

To close the Hunt Group Configuration window and return to the Pilot Point Configuration window. Procedure Step 1 Step 2 Find the pilot point for which you want to configure hunt group members as described in the “Finding a Pilot Point” section on page 11-27. To edit an existing hunt group member. choose the hunt group member and click the Edit Member button in the Hunt Group Member Information area. Cisco Unified Communications Manager Features and Services Guide 11-32 OL-15410-01 . Do one of the following: • • To add a hunt group member. click Close. Do one of the following • • • • To add a new hunt group member to the pilot point. page 11-33 Deleting Hunt Group Members. The Hunt Group Configuration window displays. To delete the hunt group member that is displayed. Configuring Hunt Groups After you configure the pilot point. click the Add Member button in the Hunt Group Member Information area. click Add New and repeat Step 3 and Step 4. Step 3 Step 4 Step 5 Enter the appropriate configuration settings for the new hunt group member as described in Table 11-4. you must configure the hunt group. click Delete. click Copy and repeat Step 3 and Step 4. Configuring Hunt Group Members This section describes how to add and update hunt group members. A hunt group comprises an ordered list of destinations (either directory numbers or attendant console user/line numbers) to which Cisco Unified Communications Manager Attendant Console directs incoming calls. To create another hunt group member by copying the hunt group member that is displayed in the Hunt Group Configuration window.Chapter 11 Configuring Cisco Unified Communications Manager Attendant Console Cisco Unified Communications Manager Attendant Console Additional Information See the “Related Topics” section on page 11-43. This section covers the following procedures: • • • Configuring Hunt Group Members. including associating the directory number to the pilot point. page 11-34 Additional Information See the “Related Topics” section on page 11-43. page 11-32 Hunt Group Configuration Settings. Click Save. Before You Begin Configure the pilot point for which you want to add hunt group members.

Note If you specify an attendant console user and line number. This read-only field reflects the information that you choose from the Hunt Group Configuration window whether you enter the device directory number or the attendant console user name and line number. Hunt Group Configuration Settings Table 11-4 describes hunt group configuration settings. Table 11-4 Hunt Group Configuration Settings Field Pilot Point Pilot Number (DirN) Hunt Group Member Description This field displays the name of the pilot point for which you are configuring hunt group members. complete the User Name and Line Number fields in the User Member Information section. Cisco Unified Communications Manager Attendant Console first checks whether the attendant console user is logged in to an attendant console and online before attempting to route the call. If you are configuring a linked hunt group. the user can log in to and receive calls on any Cisco Unified IP Phone in the cluster that the attendant console controls. If you choose the User Member. Caution Additional Information See the “Related Topics” section on page 11-43. complete the fields in the Device Member Information section. choose the member that you want to reorder from the list. When you specify a user and line number. For an example of a linked hunt group. Cisco strongly recommends that you do not link the last hunt group back to the first hunt group.Chapter 11 Cisco Unified Communications Manager Attendant Console Configuring Cisco Unified Communications Manager Attendant Console Step 6 To reorder the hunt group list. make sure that the final member of each hunt group is the pilot point for the next hunt group. Click the up and down arrows to move that member to a new position in the list. This field displays the directory number that is associated with the pilot point for which you are configuring hunt group members. Line 1 (user and line number example) Member Option Choose Device Member or User Member. for example: • • Call directory number 35201 (directory number example) Direct Call to Mary Brown. If you choose the Device Member radio button. see the “Understanding Linked Hunt Groups” section on page 11-5. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 11-33 .

If you are configuring a linked hunt group. For linked hunt groups. Note You can add the same user to the same line only once within a single hunt group. Line Number From the drop-down list. check this check box. To manage overflow conditions. Be aware that this field is only available if you chose the User Member radio button from the Member Option field. you cannot add Mary Brown. choose the attendant console user that will serve as a hunt group member. You can access this field only if you chose the Device Member radio button from the Member Option field. The Pilot Point Configuration window displays. check this check box for voice-messaging or auto-attendant numbers that handle multiple. whether it is busy or not. choose the appropriate line numbers for the hunt group. Including other pilot point numbers in the hunt group may cause a continuous route loop. Cisco Unified Communications Manager Attendant Console does not check whether the line is available before routing the call.Chapter 11 Configuring Cisco Unified Communications Manager Attendant Console Cisco Unified Communications Manager Attendant Console Table 11-4 Hunt Group Configuration Settings (continued) Field Directory Number Description Choose the directory number that you want to include in the hunt group. Only attendant console users that are added in the Cisco Unified Communications Manager Attendant Console User Configuration window appear in this list. If this check box is checked. Cisco Unified Communications Manager Features and Services Guide 11-34 OL-15410-01 . For example. only check the Always Route Member check box when you are configuring the final member of each hunt group. You can access this field only if you chose the User Member radio button from the Member Option field. Line 1. Additional Information See the “Related Topics” section on page 11-43. simultaneous calls. Caution Always Route Member If you want Cisco Unified Communications Manager Attendant Console to always route calls to this hunt group member. User Name From the drop-down list. Deleting Hunt Group Members This section describes how to delete hunt group members. Procedure Step 1 Choose Application > Cisco Unified CM Attendant Console > Pilot Point. Cisco strongly recommends that you do not include any pilot point numbers in the hunt group except as the final member. more than once in the hunt group.

Chapter 11 Cisco Unified Communications Manager Attendant Console Configuring Cisco Unified Communications Manager Attendant Console Step 2 In the Hunt Group member Information group box. The window refreshes. Step 3 Additional Information See the “Related Topics” section on page 11-43. refer to the Cisco Unified Serviceability Administration Guide. Step 5 Click Update. click that parameter in the Cisco Unified Communications Manager Attendant Console Server Configuration window. Perform the following steps to update Cisco CallManager Attendant Console Server service parameters. click the name of the member that you want to delete and click Delete Member. The delete confirmation dialog box displays. To remove the hunt group member. To set all service parameters for this instance of the service to the default values. right corner of the window. Step 2 Step 3 Note The window refreshes and displays all configured service parameters for the Cisco CallManager Attendant Console Server service. click the ? button in the upper. To view a list of parameters and their descriptions. choose the Cisco CallManager Attendant Console Server service. Cisco CallManager Attendant Console Server Service Configuration From the Service Parameters Configuration window. click the Set to Default button. right corner of the window. click OK. You obtain information about the parameters by clicking the ? button help icon in the upper. To cancel the deletion. Doing so may cause system failure. you can set service parameters for the Cisco CallManager Attendant Console Server service. click Cancel. Do not change any service parameters without permission of a Cisco Technical Assistance Center engineer. Procedure Step 1 Caution Choose System > Service Parameters. From the Service drop-down list box. For more information on activating a service. You must activate the Cisco CallManager Attendant Console Server service on a server before the server displays in the Cisco Unified Communications Manager Attendant Console Servers list. From the Server drop-down list box. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 11-35 . choose a server. and Cisco Unified Communications Manager updates the service parameter with your changes. The Service Parameter Configuration window displays. Step 4 Update the appropriate parameter value. To view the list with a particular parameter at the top.

First Name. choose the View Sample CorporateDirectory. 12346.Marketing Clark. Brian.txt filename is case-sensitive. Create one line for each user in the directory. John. If you have previously uploaded a corporate directory file.. choose Application > Cisco Unified CM Attendant Console > Cisco Unified CM Attendant Console User File Upload.txt file if your centralized user list is located on a directory server that is separate from the Cisco Unified Communications Manager server. Creating and Uploading the CorporateDirectory. Department. Although Cisco Unified Communications Manager can import any file that you specify. To do this. Step 4 Note Cisco Unified Communications Manager Features and Services Guide 11-36 OL-15410-01 . Browse to the CorporateDirectory.txt File You can create and upload a CorporateDirectory.txt. Tip Step 3 Choose Upload File.txt File link.). Telephone Number. The Upload File window displays. Customer Support Smith.txt that contains comma separated entries for each user in the format Last Name.txt File link.. a confirmation window displays. Sales Doe. The following example represents a sample directory file: Doe. 67890. The system ignores blank lines and lines that start with pound (#) or semicolons (. 12345. In Cisco Unified Communications Manager Administration.. Engineering Doe. The Attendant Console User File Upload window displays.txt file and click Upload. perform the following procedure: Procedure Step 1 On your PC. click the browser Back button to return to the Attendant Console User File Upload window. Rodney.. To view a sample directory file. You can include empty values for fields. create a corporate directory file that is named CorporateDirectory.Chapter 11 Configuring Cisco Unified Communications Manager Attendant Console Cisco Unified Communications Manager Attendant Console Additional Information See the “Related Topics” section on page 11-43. the system can only use data from files that are named CorporateDirectory. 12347. Note Step 2 Be aware that the CorporateDirectory. When Cisco Unified Communications Manager Administration completes the file upload. Marketing Doe. Jane. Then. you can view that file by clicking the View Current CorporateDirectory.

To update the corporate directory list. The Cisco CallManager Attendant Console Server service will generate a new AutoGenerated. The Attendant Console User File Upload window displays.txt file that you imported. To continue without deleting the file. The Cisco Unified Communications Manager Attendant Console service will generate a new AutoGenerated. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 11-37 .txt File If you want to use the user list that the Cisco Unified Communications Manager Attendant Console service generated rather than a user list that you imported from a separate directory server. update the CorporateDirectory. Step 2 Step 3 Note Additional Information See the “Related Topics” section on page 11-43.txt file.Chapter 11 Cisco Unified Communications Manager Attendant Console Configuring Cisco Unified Communications Manager Attendant Console Step 5 Click Close. Click the Delete button that displays next to the CorporateDirectory. Cisco Unified Communications Manager Administration overwrites the previous file. click Cancel. To delete the CorporateDirectory. Deleting the CorporateDirectory. click OK. you must delete the CorporateDirectory.txt link. To delete the CorporateDirectory.txt file and upload the file again. choose Application > Cisco Unified CM Attendant Console > Cisco Unified CM Attendant Console User File Upload.txt file when the Cisco Unified Communications Manager Attendant Console service starts and when the directory sync period expires if the Directory Sync Period service parameter does not equal zero. Note Additional Information See the “Related Topics” section on page 11-43.txt file when the Cisco CallManager Attendant Console Server service starts and when the directory sync period expires if the Directory Sync Period service parameter does not equal zero.txt file. use the following procedure: Procedure Step 1 In Cisco Unified Communications Manager Administration.

the Cisco Unified Communications Manager Attendant Console plug-in does not display in Cisco Unified Communications Manager Administration on that server after you install 7.0 on a server after an upgrade to 7. Before You Begin Add the attendant console user and the phone that you want to associate with the attendant console to the Cisco Unified Communications Manager database. Procedure Step 1 From each Cisco Unified Communications Manager Attendant Console PC. Make sure that you have administrative privileges on the attendant PC when you are installing Cisco Unified Communications Manager Attendant Console. Cisco Unified Communications Manager Features and Services Guide 11-38 OL-15410-01 . Tip The Cisco Unified Communications Manager Attendant Console installation wizard runs. This section describes how to install the attendant console on a user PC. If you upgraded to Cisco Unified Communications Manager 7. If you reinstall Cisco Unified Communications Manager 7. It does not display if you installed or reinstalled Cisco Unified Communications Manager 7. For more information on adding users. Cisco does not support the Cisco Unified Communications Manager Attendant Console with new installations of Cisco Unified Communications Manager 7. where <CM-server-name> equals the name of the server. Click the icon for the Cisco Unified Communications Manager Attendant Console. Cisco recommends that you save the plug-in to a location on a PC that you will remember in case you cannot access Cisco Unified Communications Manager Administration. To browse into the server. enter https://<CM-server-name>/ccmadmin/showHome. and the plug-in does not display in the Find and List Plugins window in Cisco Unified Communications Manager Administration. you access the Cisco Unified Communications Manager Attendant Console plug-in from the Find and List Plugins window in Cisco Unified Communications Manager Administration.do. in the Address bar in the web browser.0. see the “Configuring an Attendant Console User” section on page 11-22. click Yes. For more information on adding phones.0(1). Step 4 To acknowledge the installation. The icon displays only if you upgraded to Cisco Unified Communications Manager 7. Cisco recommends that you download the Cisco Unified Communications Manager Attendant Console plug-in from the first node in the cluster. browse into a server that is running Cisco Unified Communications Manager Administration and log in with administrative privileges. “Configuring Cisco Unified IP Phones” section in the Cisco Unified Communications Manager Administration Guide. Tip Step 2 Step 3 From Cisco Unified Communications Manager Administration. choose Application > Plugins.0(1).0.Chapter 11 Configuring Cisco Unified Communications Manager Attendant Console Cisco Unified Communications Manager Attendant Console Installing the Cisco Unified Communications Manager Attendant Console Plug-in on an Attendant PC If you upgraded Cisco Unified Communications Manager to release 7.0(1).0(1). you can download the Cisco Unified Communications Manager Attendant Console plug-in.0(1).

the attendants must close and open Cisco Unified Communications Manager Attendant Console. click Next. you install the Cisco Unified Communications Manager Attendant Console in C:\Program Files\Cisco\Communications Manager Attendant Console. After you unblock the firewall. restart the computer. If you do not install the attendant console in the default location. click Unblock. To install the attendant console in the default location. and execute permissions on the folder where you installed Cisco Unified Communications Manager Attendant Console. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 11-39 . choose whether you want to restart the computer now or later. Step 10 If the attendant does not have administrative privileges on the PC. For more information on setting folder permissions. click Next. Configure or update any attendant console settings that you did not configure during the installation process. If you installed Windows XP SP2 on the client PC. To create an exception in the Windows Firewall. you may not be able to launch the Cisco Unified Communications Manager Attendant Console. click Finish. Note Step 7 Step 8 Step 9 In the Ready to Install window. write. a dialog box displays that indicates that Windows Firewall has blocked some features of the ACClient application. The operating system configures the exception automatically. See the “Configuring Cisco Unified Communications Manager Attendant Console Settings” section on page 11-40. Step 11 Tip Additional Information See the “Related Topics” section on page 11-43. If you change IP addresses of the Cisco Unified Communications Manager servers or the device pool of the attendant phone changes after you install the attendant console plug-in. click Next. If prompted. Starting Cisco Unified Communications Manager Attendant Console After Installing Windows XP SP2 When you start Cisco Unified Communications Manager Attendant Console for the first time after you install Windows XP SP2. see the “Starting Cisco Unified Communications Manager Attendant Console After Installing Windows XP SP2” section on page 11-39 for information on unblocking the firewall. grant read. so the attendant can use the attendant console. After the installation program finishes installing files. By default.Chapter 11 Cisco Unified Communications Manager Attendant Console Configuring Cisco Unified Communications Manager Attendant Console Step 5 Step 6 In the initial installation wizard window. configure or update any attendant console settings that you did not configure during the installation process. then. so you can continue using Cisco Unified Communications Manager Attendant Console. so the application can download the list of servers in the Cisco Unified Communications Manager group. refer to your operating system documentation. See the “Configuring Cisco Unified Communications Manager Attendant Console Settings” section on page 11-40.

After it is configured. If you change the IP addresses of the nodes in the cluster. Step 2 Step 3 Step 4 Additional Information See the “Related Topics” section on page 11-43. or to update the attendant console configuration. Click Settings. Click Save. as described in Table 11-5. Enter the appropriate configuration settings. and the settings now can be used for call-distribution activities. you may also need to change the IP address in the Attendant Server Host Name or IP Address field in the Attendant Console Settings dialog box. choose Start > Programs > Cisco Unified Communications Manager > Cisco Unified Communications Manager Attendant Console or click the Cisco Unified Communications Manager Attendant Console icon on the desktop.Chapter 11 Configuring Cisco Unified Communications Manager Attendant Console Cisco Unified Communications Manager Attendant Console Additional Information See the “Related Topics” section on page 11-43. to view current settings. Connect to the correct Cisco Unified Communications Manager Attendant Console server and directory number for the Cisco Unified IP Phone that the attendant uses with the attendant console. Use the procedure in this section to configure settings that are not specified during installation. you must configure the attendant console before a user can log in to the console. then. You now have configured the settings for the attendant console. the attendant console operates with the specified settings until the administrator changes them. After you install the attendant console. Procedure Step 1 Note On the PC where the attendant console is installed. Configuring Cisco Unified Communications Manager Attendant Console Settings Configure each attendant console to meet the following criteria: • • Provide the attendant console username and password. Cisco Unified Communications Manager Features and Services Guide 11-40 OL-15410-01 . click Yes to launch the attendant console.

Confirm or enter the directory number of the Cisco Unified IP Phone that the attendant uses with the attendant console. Advanced Tab (You can enter information in these optional fields to change the default settings. enter the path to the user list file on the attendant PC or network share that contains the directory information. Enter the IP address that your client uses to receive line state updates.) Attendant Console Client CallBack Port If you are using a firewall. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 11-41 . Basic Tab (Cisco requires that you enter the information in the appropriate fields. Directory Reload Interval (in seconds) Enter the time (in seconds) that the Cisco Unified Communications Manager Attendant Console server waits before reloading the user list that displays in the Directory window of the Cisco Unified Communications Manager Attendant Console. you can specify the IP address that will receive line state updates. Call Processing Server Host Name or IP Address Local Host IP Address (for line state) Enter the call processing server host name or IP address if it differs from the attendant server that you specified on the Basic tab. specify the port that the firewall should use to send callback messages to the attendant console client. Enable Trace Check the check box to ensure that you can troubleshoot issues that are associated with the attendant console. Table 11-5 Settings Dialog Box Field/Check Box Attendant Server Host Name or IP Address Directory Number of Your Phone Notes Enter the appropriate information in the field.) Path of Local Directory File If you want the console to access a local user list rather than a centralized user list from Cisco Unified Communications Manager Administration.Chapter 11 Cisco Unified Communications Manager Attendant Console Configuring Cisco Unified Communications Manager Attendant Console Attendant Console Configuration Settings Table 11-5 describes Cisco Unified Communications Manager Attendant Console configuration settings. If you enter a directory number that appears on more than one device. Choose the device that you want to use with the attendant console from the drop-down list box and click OK. Note If the attendant PC has two Network Interface Cards (NICs). Valid port numbers include 0 and port numbers equal to or greater than 1023. the Device Selector dialog box displays when you click Save.

Save and close the GlobalUI.cisco.properties file. edit the WaitTimeMedium parameter. parks calls. For information on accessing the Attendant Settings dialog box. The WaitTimeMedium parameter indicates the time before the held icon turns yellow. drops calls. C:\Program Files\Cisco\Communications Manager Attendant Console\audio. and places calls on hold as well as that indicate how long calls have been on hold. The “audio” subdirectory of the Cisco Unified Communications Manager Attendant Console application contains the audible alert files.html. Show Accessibility Messages You can enable accessibility messages. check the Enable Audible Alerts check box.properties files that are located on the attendant PC in the . edit the WaitTimeLong parameter. By default.Chapter 11 Configuring Cisco Unified Communications Manager Attendant Console Cisco Unified Communications Manager Attendant Console Table 11-5 Settings Dialog Box (continued) Field/Check Box Enable Audible Alerts Notes To enable audible alerts that indicate when the attendant receives calls (incoming and broadcast). Cisco Unified Communications Manager Features and Services Guide 11-42 OL-15410-01 . To change the time before the held icon turns red. The WaitTimeLong parameter indicates the time before the held icon turns red.com/en/US/products/ps7282/products_user _guide_list. Configuring Held Icon Timers The color of the held icons on the attendant console indicates how long a call has been on hold. check this check box. By default. see http://www.. Hold Call When Dial Pad is Active Additional Information See the “Related Topics” section on page 11-43. so dialog boxes display information about the status of the attendant console. To change the time before the held icon turns yellow. Procedure Step 1 Step 2 Step 3 Step 4 Note Open the GlobalUI. To configure the duration after which the held icons change color. such as when call control goes up or down. If you want the attendant console to place a call on hold while the attendant uses the Dial Pad window. the system specifies the directory location. Cisco recommends that you do not change the default values of the held icon timers.\Program Files\Cisco\Communications Manager Attendant Console\etc directory. perform the following procedure. the held icon turns yellow when a call remains on hold for 60 seconds and turns red when the call remains on hold for 120 seconds. The audible alerts sound once per call event.

page 11-35 Attendant Console User • • • • • Understanding Cisco Unified Communications Manager Attendant Console Users. Cisco Unified Communications Manager Administration Guide Dependency Records. page 11-19 Introducing Cisco Unified Communications Manager Attendant Console. refer to the “Dependency Records Buttons” section in the Cisco Unified Communications Manager Administration Guide. page 11-21 Configuring an Attendant Console User. page 11-19 Interactions and Restrictions. page 11-11 Cisco Unified Communications Manager Attendant Console Redundancy. page 11-2 System Requirements for Cisco Unified Communications Manager Attendant Console. page 11-18 Related Topics. page 11-22 Cisco Unified Communications Manager Attendant Console User Configuration Settings. page 11-24 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 11-43 . page 11-23 Attendant Console Application Users (ac and ACDeviceAuthenticationUser application users) • • • Configuration Checklist for Cisco Unified Communications Manager Attendant Console. Related Topics • • • End User Configuration. page 11-23 Deleting an Attendant Console User. page 11-13 Interactions and Restrictions. page 11-43 Attendant Console Server • • • Understanding the Cisco CallManager Attendant Console Server Service. Cisco Unified Communications Manager System Guide Attendant Console • • • • • • • Configuration Checklist for Cisco Unified Communications Manager Attendant Console. page 11-10 Configuring Cisco Unified Communications Manager Attendant Console. Cisco Unified Communications Manager Administration Guide Application Users and End Users. page 11-12 Cisco CallManager Attendant Console Server Service Configuration. page 11-2 Finding an Attendant Console User. page 11-14 Configuring the ac Application User.Chapter 11 Cisco Unified Communications Manager Attendant Console Dependency Records Additional Information See the “Related Topics” section on page 11-43. Dependency Records To find specific directory numbers. page 11-14 Understanding Call Queuing.

page 11-26 Dial Rules • • Application Dial Rules Configuration. page 11-34 Hunt Group Configuration Settings.Chapter 11 Related Topics Cisco Unified Communications Manager Attendant Console • • • Configuring the ACDeviceAuthenticationUser Application User for Device Security. Cisco Unified Communications Manager Administration Guide Directory Lookup Dial Rules Configuration. page 11-28 Deleting a Pilot Point. page 11-37 Attendant Console Plug-in • Installing the Cisco Unified Communications Manager Attendant Console Plug-in on an Attendant PC. page 11-38 Cisco Unified Communications Manager Features and Services Guide 11-44 OL-15410-01 .txt File. page 11-32 Deleting Hunt Group Members. page 11-27 Configuring a Pilot Point. Cisco Unified Communications Manager Administration Guide Directory Lists • • • Understanding the Cisco Unified Communications Manager Attendant Console Directory. page 11-26 Adding Users to a User Group. page 11-31 Associating Devices with the ACDeviceAuthenticationUser Application User. page 11-25 Associating Devices with the ACDeviceAuthenticationUser Application User. page 11-29 Resetting a Pilot Point. Cisco Unified Communications Manager System Guide Pilot Points • • • • • • • Understanding Pilot Points and Hunt Groups. page 11-30 Pilot Point Configuration Settings. page 11-32 Configuring Hunt Group Members. page 11-33 Media Resources • Media Resource Management. page 11-5 Understanding Circular Hunt Groups. page 11-3 Finding a Pilot Point. page 11-3 Understanding Linked Hunt Groups.txt File. page 11-36 Deleting the CorporateDirectory. page 11-7 Understanding Broadcast Hunting. page 11-10 Creating and Uploading the CorporateDirectory. page 11-9 Configuring Hunt Groups. Cisco Unified Communications Manager Administration Guide (for ac application user) Hunt Groups • • • • • • • • Understanding Pilot Points and Hunt Groups.

page 11-40 Attendant Console Configuration Settings. page 11-39 Configuring Cisco Unified Communications Manager Attendant Console Settings. page 11-41 Configuring Held Icon Timers. page 11-42 Additional Documentation • • Cisco Unified Serviceability Administration Guide Cisco Unified Communications Manager Attendant Console User Guide Cisco Unified Communications Manager Features and Services Guide OL-15410-01 11-45 .Chapter 11 Cisco Unified Communications Manager Attendant Console Related Topics • • • • Starting Cisco Unified Communications Manager Attendant Console After Installing Windows XP SP2.

Chapter 11 Related Topics Cisco Unified Communications Manager Attendant Console Cisco Unified Communications Manager Features and Services Guide 11-46 OL-15410-01 .

page 12-4 Managing Cisco Unified Communications Manager Auto-Attendant. page 12-4 Configuring Cisco Unified Communications Manager Auto-Attendant and the Cisco CRS Engine.htm To access the documentation for Cisco Customer Response Solutions. allows callers to locate people in your organization without talking to a receptionist. see the following URL: http://www. page 12-2 Installing the Cisco Unified Communications Manager Auto-Attendant. This chapter describes Cisco Unified Communications Manager Auto-Attendant that is running on Cisco Customer Response Solutions (CRS) 5. install. page 12-6 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 12-1 .CH A P T E R 12 Cisco Unified Communications Manager Auto-Attendant Cisco Unified Communications Manager Auto-Attendant.0.cisco. but you cannot customize how the software interacts with the customer. For information about supported versions of Cisco CRS with Cisco Unified Communications Manager. Cisco Unified Communications Manager Auto-Attendant comes bundled with Cisco Unified Communications Manager on the Cisco Unified Communications Manager 5 agent Cisco Unified Contact Center Express bundle.com/univercd/cc/td/doc/systems/unified/iptmtrix.html Use the following topics to understand.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_ guides_list. see the following URL: http://www. and manage Cisco Unified Communications Manager Auto-Attendant: • • • • Note Understanding Cisco Unified Communications Manager Auto-Attendant.cisco. configure. a simple automated attendant. You can customize the prompts that are played for the caller.

page 12-3 Using Cisco Unified Communications Manager Auto-Attendant Figure 12-1 Voice Gateway PSTN Cisco Unified CallManager Cisco Unified CallManager AutoAttendant Cisco IP SoftPhone IP Data Network Cisco Unified IP Phone IP Cisco Unified Communications Manager Auto-Attendant Overview Cisco Unified Communications Manager Auto-Attendant provides the following functions: • • • Answers a call Plays a user-configurable welcome prompt Plays a main menu prompt that asks the caller to perform one of three actions: – Press 0 for the operator. This section provides an introduction to Cisco Unified Communications Manager Auto-Attendant: • • Cisco Unified Communications Manager Auto-Attendant Overview. – Press 1 to enter an extension number. – Press 2 to spell by name. The software interacts with the caller and allows the caller to search for and select the extension of the party (in your organization) that the caller is trying to reach. Cisco Unified Communications Manager Features and Services Guide 12-2 141813 OL-15410-01 . page 12-2 Components of Cisco Unified Communications Manager Auto-Attendant.Chapter 12 Understanding Cisco Unified Communications Manager Auto-Attendant Cisco Unified Communications Manager Auto-Attendant Understanding Cisco Unified Communications Manager Auto-Attendant Cisco Unified Communications Manager Auto-Attendant (see Figure 12-1) works with Cisco Unified Communications Manager to receive calls on specific telephone extensions.

which are products on the Cisco CRS platform. http://www. The Cisco Unified Communications Manager Auto-Attendant package includes the Cisco CRS Server and Engine. the system compares the letters that are entered with the names that are configured to the available extensions. The platform provides a multimedia (voice/data/web) IP-enabled customer care application environment. the system prompts the caller to enter more characters. the system announces a transfer to the matched user and waits for up to 2 seconds for the caller to press any DTMF key to stop the transfer. If the caller does not stop the transfer. refer to the following URL. Additional Information See the “Related Topics” section on page 12-6 Components of Cisco Unified Communications Manager Auto-Attendant The Cisco Customer Response Solutions (CRS) Platform provides the components that are required to run Cisco Unified Communications Manager Auto-Attendant.Chapter 12 Cisco Unified Communications Manager Auto-Attendant Understanding Cisco Unified Communications Manager Auto-Attendant • If the caller chooses to spell by name (by pressing 2). Cisco Unified Communications Manager Server—Provides the features that are required to implement IP phones. • When the caller has specified the destination. Cisco CRS Server—Contains the Cisco CRS Engine that runs Cisco Unified Communications Manager Auto-Attendant. manage gateways. the system informs the caller accordingly and replays the main menu prompt.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_g uides_list. – If the line is busy or not in service. You must purchase gateways separately. Cisco CRS gets marketed under the names Cisco Unified Contact Center Express and Cisco Unified IP IVR. • • For more information about the Cisco CRS Platform.cisco. the system prompts the caller to choose the correct extension. – If more than one match occurs. – If a match exists. and directs voice over IP traffic to the Cisco CRS system. the system performs an explicit confirmation: it prompts the user for confirmation of the name and transfers the call to the primary extension of that user. the system transfers the call. provides failover and redundancy service for the telephony system.html Additional Information See the “Related Topics” section on page 12-6 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 12-3 . – If too many matches occur. Cisco Unified Communications Manager Auto-Attendant uses three main components of the Cisco CRS Platform: • Note Gateway—Connects the unified communications network to the Public Switched Telephone Network (PSTN) and to other private telephone systems such as Public Branch Exchange (PBX). You must purchase Cisco Unified Communications Manager separately.

Cisco Unified Communications Manager Features and Services Guide 12-4 OL-15410-01 .html Cisco CRS documentation at http://www. Configuration Checklist for Cisco Unified Communications Manager Auto-Attendant Table 12-1 describes the procedures that you perform to configure Cisco Unified Communications Manager Auto-Attendant.com/en/US/products/sw/voicesw/ps556/prod_installation_guides_list. Refer to the following Cisco documentation: • Cisco Unified Communications Manager installation documentation at http://www. See the Cisco Customer Response Solutions Administration Guide. Additional Information See the “Related Topics” section on page 12-6 Configuring Cisco Unified Communications Manager Auto-Attendant and the Cisco CRS Engine This sections provides the configuration checklist for the Cisco Unified Communications Manager Auto-Attendant and the Cisco CRS Engine.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configurati on_guides_list. Auto-Attendant comes standard with the five-seat bundle.Chapter 12 System Requirements for Cisco Unified Communications Manager Auto-Attendant Cisco Unified Communications Manager Auto-Attendant System Requirements for Cisco Unified Communications Manager Auto-Attendant Cisco Unified Communications Manager Auto-Attendant requires the following software components to operate: • • Cisco Unified Communications Manager Cisco CRS Release 5.cisco.0(1) and the Cisco Customer Response Solutions Installation Guide for more information. Release 5.html • Installing the Cisco Unified Communications Manager Auto-Attendant No installation is required.0 Cisco Unified Communications Manager Auto-Attendant runs on the Cisco Media Convergence Server (Cisco MCS) platform or on a Cisco-certified server.

You must install and configure Cisco CRS before you can use Cisco Unified Communications Manager Auto-Attendant. Release 5. Configure the Cisco Customer Response Solutions (CRS) Engine. Add a Unified CM telephony call control group. The Cisco CRS Engine controls the software and its connection to the telephony system. Release 5. Provision a Cisco media termination subsystem. if applicable. Set up the server. so its prompts are meaningful to the way that you are using the automated attendant.Chapter 12 Cisco Unified Communications Manager Auto-Attendant Configuring Cisco Unified Communications Manager Auto-Attendant and the Cisco CRS Engine Table 12-1 Configuration Checklist for Cisco Unified Communications Manager Auto-Attendant Configuration Steps Step 1 Related Procedures and Topics Installing Cisco Unified Communications Manager Release 6.0(1) Cisco Customer Response Solutions Installation Guide Set up the cluster. Step 4 Customize Cisco Unified Communications Manager Auto-Attendant. Add a new Cisco Unified Communications Manager Auto-Attendant. • • These procedures can be found in the following Cisco CRS documentation: Cisco Customer Response Solutions Administration Guide. Configure the Cisco Unified Communications Manager Auto-Attendant prompts. Configure a Unified CM telephony trigger.0(1) Modify an instance of Cisco Unified Communications Manager Auto-Attendant. – Recording the welcome prompt – Configuring the welcome prompt – Uploading a spoken name Cisco Unified Communications Manager Features and Services Guide OL-15410-01 12-5 . • • • • • • Configuring an End User. Cisco Unified Communications Manager Administration Guide These procedures can be found in the following Cisco CRS documentation: Cisco Customer Response Solutions Administration Guide.1 Cisco Unified Communications Manager Administration Guide Cisco Unified Communications Manager System Guide Install and configure Cisco Unified Communications Manager. Step 2 Step 3 Configure Cisco Unified Communications Manager users.

that you created. Choose the trace file of your tracing. you know that the engine is not running. Choose System > Tracing. Table 12-2 Managing Cisco Unified Communications Manager Auto-Attendant Task Purpose Commands (from the Cisco CRS Administration main window) Choose System > Control Center and click the Cisco CRS Engine in the menu on the left. Use the online help to learn how to use the interface and perform these tasks. find “CRS Engine”. Table 12-2 describes the management tasks. In the list that appears. click the radio button next to “CRS Engine” and click Restart. page 12-4 Installing the Cisco Unified Communications Manager Auto-Attendant. page 12-3 System Requirements for Cisco Unified Communications Manager Auto-Attendant. Click the Server Traces link. click the radio button next to “CRS Engine” and click Stop. you know that the engine is running. click Trace File Configuration. page 12-2 Cisco Unified Communications Manager Auto-Attendant Overview. Change the Cisco CRS Engine configuration Set up trace files Modify the engine configuration Choose System > System Parameters. To restart the engine. See the online help performance of the system while for information on using Real Time Reporting. to resolve problems. View trace files View trace files to see the results Choose System > Control Center. page 12-2 Components of Cisco Unified Communications Manager Auto-Attendant. then. then. click server name. If a square shows in this column. time it is running if you install the real-time reporting monitor. If the engine is running and you want to stop it. Additional Information See the “Related Topics” section on page 12-6 Related Topics • • • • • Understanding Cisco Unified Communications Manager Auto-Attendant. Start and stop the Cisco CRS Make sure that the engine is running for your automated Engine attendant to work. You can stop and restart the engine to help resolve or troubleshoot problems. Monitor performance in real You can monitor the Choose Tools > Real-Time Reporting.Chapter 12 Managing Cisco Unified Communications Manager Auto-Attendant Cisco Unified Communications Manager Auto-Attendant Managing Cisco Unified Communications Manager Auto-Attendant Use Cisco CRS Administration to manage Cisco Unified Communications Manager Auto-Attendant. Set up trace files to collect troubleshooting information. if a triangular button points to the right. See the online help for detailed information. In the Status column. page 12-4 Cisco Unified Communications Manager Features and Services Guide 12-6 OL-15410-01 .

Chapter 12 Cisco Unified Communications Manager Auto-Attendant Related Topics • • • Configuring Cisco Unified Communications Manager Auto-Attendant and the Cisco CRS Engine. page 12-6 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 12-7 . page 12-4 Managing Cisco Unified Communications Manager Auto-Attendant. page 12-4 Configuration Checklist for Cisco Unified Communications Manager Auto-Attendant.

Chapter 12 Related Topics Cisco Unified Communications Manager Auto-Attendant Cisco Unified Communications Manager Features and Services Guide 12-8 OL-15410-01 .

Calls that go unanswered on all the designated devices are redirected to the user Cisco Unity messaging system. The chapter provides an overview of the configuration procedures that administrators follow. This chapter includes information on the following topics: • • • • • • • • • • • • • • Introducing Cisco Unified Mobility. page 13-14 Use Case Scenarios for Cisco Unified Mobility Features. page 13-6 Dial-via-Office Reverse Callback. End users can use Cisco Unified CM User Options windows to configure their own personal settings. For example. page 13-15 Interactions and Restrictions. Administrators can configure Cisco Unified Mobility. Cisco Unified Mobility then directs incoming calls to ring on a user mobile phone as well as the business phone. page 13-10 Directed Call Park via DTMF. page 13-21 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 13-1 .CH A P T E R 13 Cisco Unified Mobility Cisco Unified Mobility gives users the ability to redirect incoming IP calls from the Cisco Unified Communications Manager to up to four different designated client devices such as mobile phones or Cisco Unified IP Phones. thus providing a single number for callers to reach the user. Cisco Unified Mobility comprises a number of features that this chapter discusses. page 13-18 System Requirements. page 13-5 Cisco Unified Mobile Communicator. page 13-9 Time-of-Day Access. page 13-5 Mobile Voice Access. page 13-13 SIP URI Dialing. page 13-4 Mobile Connect. Refer to the user guide for a particular Cisco Unified IP Phone phone model for procedures that end users follow to configure the Cisco Unified Mobility settings for their phones by using the Cisco Unified CM User Options windows. formerly known as Cisco Unified MobilityManager. Cisco Unified Mobility associates a user mobile phone number with the user business IP phone number. by using the Cisco Unified Communications Manager Administration windows to configure the setup for end users. page 13-2 List of Cisco Unified Mobility Features. page 13-3 Other Benefits of Cisco Unified Mobility Features. page 13-2 Definitions.

Chapter 13 Introducing Cisco Unified Mobility Cisco Unified Mobility • • • • • • • • • • • Migrating from Cisco Unified MobilityManager. page 13-3 Other Benefits of Cisco Unified Mobility Features. page 13-48 Related Topics. page 13-23 Access List Configuration. page 13-49 Introducing Cisco Unified Mobility Administrators configure the basic setup of Cisco Unified Mobility for end users by using the Cisco Unified Communications Manager Administration windows. page 13-22 Configuring Cisco Unified Mobility. page 13-42 Mobility Setting Configuration. Feature that allows users to answer incoming calls on the desktop phone or at a remote destination and to pick up in-progress calls on the desktop phone or at a remote destination without losing the connection. page 13-29 Remote Destination Configuration. page 13-35 Mobile Voice Access Media Resource Configuration. page 13-48 Mobility Softkey Configuration. page 13-24 Remote Destination Profile Configuration. Definitions Table 13-1 provides definitions of terms that are related to Cisco Unified Mobility. This section discusses the following topics: • • • Definitions. Mobile Voice Access Cisco Unified Communications Manager Features and Services Guide 13-2 OL-15410-01 .323 Gateway Configuration for Mobile Voice Access. Table 13-1 Definitions Term Access List Mobile Connect Definition List that determines the phone numbers that the system can pass or block from being passed to remote destinations. Integrated voice response (IVR) system that is used to initiate Mobile Connect calls and to activate or deactivate Mobile Connect capabilities. page 13-22 Cisco Unified Mobility Configuration Checklist. page 13-2 List of Cisco Unified Mobility Features. page 13-40 H. page 13-4 Additional Information See the “Related Topics” section on page 13-49.

plus locations that are used to reach Mobile Voice Access. Each remote destination presents a mobile or other phone that can be configured to accept transfers from the desktop phone for the user. Refer to the “Mobile Connect” section on page 13-5 for a detailed discussion. Desktop Call Pickup—Users can switch between desktop phone and mobile phone during an active call without losing the connection. Feature that associates ring schedules to access lists and determines whether a call will be extended to a remote destination during the time of day when such a call is received. which were originally part of Cisco Unified MobilityManager. Access List—Users can restrict the set of callers that cause a designated remote destination to ring on an incoming call (allowed access list) or for which the remote destinations do not ring on an incoming call (blocked access list). The following features. • • • Cisco Unified Communications Manager Features and Services Guide OL-15410-01 13-3 . now reside in Cisco Unified Communications Manager: • Mobile Connect—This feature enables users to manage business calls by using a single phone number to pick up in-progress calls on the desktop phone and the mobile phone. Remote destinations may include any of the following devices: • • • • • Single-mode mobile (cellular) phones Smart phones Dual-mode phones Enterprise IP phones that are not in the same cluster as the desktop phone Home phone numbers in the PSTN. List of Cisco Unified Mobility Features This section provides a list of Cisco Unified Mobility features that administrators configure by using Cisco Unified Communications Manager Administration. Refer to the “Mobile Voice Access” section on page 13-5 for a detailed discussion. Based on the needs of the moment. Mobile Voice Access—This feature extends Mobile Connect capabilities by providing an integrated voice response (IVR) system to initiate Mobile Connect calls and activate or deactivate Mobile Connect capabilities.Chapter 13 Cisco Unified Mobility Introducing Cisco Unified Mobility Table 13-1 Definitions (continued) Term Remote Destination Definition Phones that are available for Mobile Connect responses and pickup. they can take advantage of the reliability of the wired office phone or the mobility of the mobile phone. Remote Destination Profile Time-of-Day Access Set of parameters that apply to all remote destinations for the user. Additional Information See the “Related Topics” section on page 13-49.

Cisco Unified Communications Manager then calls the remote destination first. Refer to “SIP URI Dialing” section on page 13-14 for a detailed discussion. the unanswered line automatically stops ringing. resume (default equals *83). so the call can be retrieved later. Refer to the “Cisco Unified Mobile Communicator” section on page 13-6 for a detailed discussion. The smartphone dials the Enterprise Feature Access number for Cisco Unified Communications Manager and then dials the destination number. Two-stage Dialing—Be aware that enterprise features are available with two-stage dialing for smartphones. Other Benefits of Cisco Unified Mobility Features Cisco Unified Mobility allows flexible management of enterprise and mobile phone communications and provides these additional features and benefits: • Simultaneous desktop ringing—Incoming calls ring simultaneously on the IP phone extension and the designated mobile handset. calls get extended to remote destinations if the associated DN is called based on time-of-day-access-based configuration. Two-stage dialing allows smartphones to make outgoing calls through Cisco Unified Communications Manager if the smartphone is in business mode. SIP URI Dialing—This feature supports SIP URI as an additional type of Remote Destination for Cisco Unified Mobility. Dual-mode Phone Support—Cisco Unified Mobility supports dual-mode phones. Time-of-Day Access—When the Mobile Connect feature is enabled. Dial-via-Office Reverse Callback—The Dial-via-Office Reverse Callback feature resembles the Mobile Voice Access feature. • • • Cisco Unified Communications Manager in Release 7. Refer to “Time-of-Day Access” section on page 13-10 for a detailed discussion. When the remote destination answers. Cisco Unified Communications Manager calls the destination number. From the CUMC client. Directed Call Park via DTMF—This feature allows a mobile phone user to park a call by transferring the parkee party to a park code. Users can choose the preferred device each time that a call comes in. exclusive hold (default equals *82).When the user answers one line. • • • • Additional Information See the “Related Topics” section on page 13-49. You configure the Cisco Unified Mobile Communicator in the Phone Configuration window in Cisco Unified Communications Manager Administration. transfer (default equal *84). Manual Handoff of Calls on a Dual-mode Phone—Dual-mode devices offer an option to manually hand off calls from the PSTN to WLAN and vice versa.0 added support for the following Cisco Unified Mobility features: • Cisco Unified Mobile Communicator—Cisco Unified Mobile Communicator (CUMC) specifies a phone device that uses Mobile Smart Client device protocol. The feature combines the standard Cisco Unified Communications Manager Directed Call Park feature with the DTMF feature. and conference (default equals *85).0 added support for the following Cisco Unified Mobility features: • Midcall Enterprise Feature Support Using DTMF—You can configure DTMF feature codes as service parameters: Hold (default equals *81). using the data channel. Refer to “Directed Call Park via DTMF” section on page 13-13 for a detailed discussion. Refer to the “Dial-via-Office Reverse Callback” section on page 13-9 for a detailed discussion. the phone initiates the Reverse Callback feature. Cisco Unified Communications Manager Features and Services Guide 13-4 OL-15410-01 .Chapter 13 Introducing Cisco Unified Mobility Cisco Unified Mobility Cisco Unified Communications Manager in Release 6. except that Cisco Unified Communications Manager makes both calls.

Chapter 13 Cisco Unified Mobility Introducing Cisco Unified Mobility • Single enterprise voice mailbox—The enterprise voice mailbox can serve as single. Users can also enable or disable Mobile Connect from a smartphone. transfer. Mobile Connect Mobile Connect allows users to answer incoming calls on the desktop phone or mobile phone. See the “Configuring Remote Destinations” section on page 13-36. The user Cisco Unified Communications Manager Features and Services Guide OL-15410-01 13-5 . including calls to the desktop or configured remote devices. Remote on/off control—Users can turn their Mobile Connect features on or off from the mobile phone by using Mobile Voice Access or from the Cisco Unified CM User Options windows. you may need to modify timer settings in Cisco Unified Communications Manager to ensure compatibility. You can use existing mobile phones. Incoming callers have a predictable means of contacting employees. Additional Information Note See the “Related Topics” section on page 13-49. and to originate enterprise calls from the mobile phone. User-initiated calls can take advantage of local voice gateways and WAN trunking. resume. the associated desktop IP phone remains secured. • • • • • • Additional Information See the “Related Topics” section on page 13-49. and the enterprise can track employee call initiation. to pick up in-progress calls on the desktop phone or mobile phone without losing the connection. Mobile Voice Access Mobile Voice Access extends Mobile Connect capabilities by allowing users to originate a call from a remote destination such as a mobile phone as if dialing from the desktop phone. Call tracing—The system logs detailed Mobile Connect calls and provides information to help the enterprise optimize trunk usage and debug connection problems. Users can take advantage of Mobile Connect with no loss of expected IP phone features. Refer to the “Use Case Scenarios for Mobile Connect” section on page 13-15 for the use case scenarios that Cisco Unified Communications Manager supports with this feature. consolidated voice mailbox for all business. and users can check multiple voice-messaging systems in less time. which precludes the possibility of an unauthorized person listening in on the call that is bridged to the mobile phone. Smart phone support—Users can use the enterprise hold. Security and privacy for Mobile Connect calls—During an active Mobile Connect call. however. and conference softkeys on the smartphone in an active call. The system eliminates access to the call from the desktop as soon as the mobile connection becomes active. In some cases. Caller ID—The system preserves and displays Caller ID on all calls. System remote access—A mobile phone for the user can initiate calls as if it were a local IP PBX extension. A remote destination represents a phone that is designated as available for Mobile Connect responses and pickup. including Code Division Multiple Access (CDMA) and Global System for Mobile Communications (GSM) phones for Mobile Connect and Mobile Voice Access.

After being authenticated. When Mobile Voice Access is called. if the number is 510-666-9999. The Cisco Unified Mobile Communicator operates with the Mobile Smart Client device protocol and uses three Device License Units (DLUs).Chapter 13 Introducing Cisco Unified Mobility Cisco Unified Mobility dials Mobile Voice Access from the remote destination. the Cisco Unified Mobility user receives English when the IVR is used during a call. or one DLU. but it is entered as 1-408-999-6666 in the database. Additional Information Note See the “Related Topics” section on page 13-49. if English United States displays first in the Selected Locales pane. or the number is 408-999-6666. Cisco Unified Communications Manager Features and Services Guide 13-6 OL-15410-01 . page 13-7 Cisco Unified Mobile Communicator Configuration Details. Refer to the “Use Case Scenarios for Mobile Voice Access” section on page 13-16for the use case scenarios that Cisco Unified Communications Manager supports with this feature. The system prompts the user for the PIN that is assigned to the user in Cisco Unified Communications Manager. • If the user incorrectly enters any requested information (such as mobile phone number or PIN) three times in a row. if adjunct. For example. but it is listed as 666-9999 in the database. the system prompts the user for the originating phone number in addition to the PIN if any of the following statements is true: • • • The number from which the user is calling does not represent one of the remote destinations for the user. page 13-8 Additional Information See the “Related Topics” section on page 13-49. the Mobile Voice Access call disconnects. for example. The user or the carrier for the user blocks the number (shown as “Unknown Number”). and the system locks out the user for a period of time. Mobile Voice Access uses the first locale that displays in the Selected Locales pane in the Mobile Voice Access window in Cisco Unified Communications Manager Administration (Media Resources > Mobile Voice Access) when the IVR is used. Cisco Unified Mobile Communicator The Cisco Unified Mobile Communicator (CUMC) specifies a device type that you can configure in Cisco Unified Communications Manager Administration in the Phone Configuration window. The number does not get accurately matched in the Cisco Unified Communications Manager database. Mobile Voice Access is configured in hairpin mode. See the following topics for configuration details: • • Cisco Unified Mobile Communicator Configuration. the user can make a call by using the same Mobile Connect features that would be available if the user originated the call from the enterprise desktop phone.

see the information that the table references. configure the enterprise feature access directory number (DN). Note Make sure that you check the Enable Mobility check box in the End User Configuration window. configure an application server for a Communications Manager Administration Guide CUMA server. configure a Cisco Unified Mobile Communicator (CUMC) device. Note Step 4 Directory Number Configuration. Checking the Enable Mobility check box triggers licensing to consume device license units (DLUs) for Mobile Connect. Cisco Unified Communications Manager Administration Guide Cisco Unified Mobile Communicator Configuration Details. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 13-7 . Cisco Unified Communications Manager Administration Guide You must perform this configuration step for the Dial-via-Office features to work. Step 3 In Cisco Unified Communications Manager Application Server Configuration. Use the Device > Phone menu option. Refer to the Cisco Unified Communications Manager Security Guide for details. Cisco Unified Mobile Communicator Configuration Use the System > Application Server menu option. Table 13-2 Cisco Unified Mobile Communicator Configuration Checklist Configuration Steps Step 1 Related Procedures and Topics Cisco Unified IP Phone Configuration. page 13-8 In Cisco Unified Communications Manager Administration.Chapter 13 Cisco Unified Mobility Introducing Cisco Unified Mobility Cisco Unified Mobile Communicator Configuration Table 13-2 summarizes the procedures for configuring the Cisco Unified Mobile Communicator for Cisco Unified Mobility. Note Step 2 In Cisco Unified Communications Manager Administration. In Cisco Unified Communications Manager Administration. configure a security profile for a Cisco Unified Mobility Advantage (CUMA) server. Cisco Unified Administration. Use the Call Routing > Directory Number menu option. Use the System > Security Profile > CUMA Server Security Profile menu option. Details. choose the CUMA Provisioning Server type. page 13-8 In the Application Server Type drop-down list box. For detailed instructions.

select the phone type Cisco Unified Mobile Communicator in the Select Phone Type drop-down list box. Mobility Identity—This field must specify the CUMC-enabled smartphone mobile number as the destination number. Remote Destinations—End user chooses his own Cisco Unified Mobile Communicator as the remote destination profile. • • Cisco Unified Communications Manager Features and Services Guide 13-8 OL-15410-01 . the CUMC client user must configure identical remote destination numbers in both Cisco Unified Communications Manager Administration and in the Cisco Unified Mobility Advantage server. Additional Information See the “Related Topics” section on page 13-49. Ensure Cisco Unified Communications Manager nodes are statically created in the Cisco Unified Mobility Advantage server administration console. CSS—Ensure these fields are configured for basic calls to work. Ensure that a directory number is assigned to the Cisco Unified Mobile Communicator. Cisco Unified Mobile Communicator Configuration Details When you configure a Cisco Unified Mobile Communicator (CUMC). Reroute CSS. Refer to the User Guide for a particular Cisco Unified IP Phone model. Mobility User ID—You must configure this field. DND Option—The Cisco Unified Mobile Communicator only supports the Call Reject DND option.Chapter 13 Introducing Cisco Unified Mobility Cisco Unified Mobility Table 13-2 Cisco Unified Mobile Communicator Configuration Checklist (continued) Configuration Steps Step 5 Step 6 Related Procedures and Topics Refer to the Cisco Unified Communications Manager Security Guide for details. In the Cisco Unified CM User Options windows. Keep in mind these other configuration requirements that apply to the Cisco Unified Mobile Communicator: • Due to the lack of an integrated End User Configuration window for Cisco Unified Communications Manager and the Cisco Unified Mobility Advantage server. the user must update the mobile number in the Cisco Unified Mobility Advantage server. Device Name—Ensure this name is unique. The Cisco Unified Mobility Advantage server then uses AXL with the old mobile number to update Cisco Unified Communications Manager with the new mobile number and sends a new SIP REGISTER message to Cisco Unified Communications Manager. You need no MAC address. keep in mind the following configuration requirements as you configure the fields in the Phone Configuration window: • • • • • • When configuring a new Cisco Unified Mobile Communicator. such as the following settings: • • Device—End user specifies his own Cisco Unified Mobile Communicator. If a CUMC client user ever changes his SIM card. Allow the CUMA client to register with Cisco Unified Communications Manager. configure end-user settings for the Cisco Unified Mobile Communicator.

Dial-via-Office Reverse Callback The Dial via Office Reverse Callback feature resembles the Mobile Voice Access feature. the following characteristics apply to a Reverse Callback instance when a remote phone is called: • • Based on SDP parameter “a=setup:passive”. because in 2. General Considerations Keep in mind the following general considerations for the Cisco Unified Mobile Communicator device: • • • • • You can add ne or more remote destinations to the CUMC device (similar to the remote destination profile). except that Cisco Unified Communications Manager makes both calls. When the remote destination answers. When the remote destination answers the call. the reroute CSS and CSS represent key considerations. the data channel does not remain available after the voice call connects. The CUMA server can activate only one CUMC device per user. Only the first call gets supported. Example of Dial-via-Office Reverse Callback The following example illustrates the sequence of events that takes place in an instance of dial-via-office reverse callback: • • • • • User invokes the Dial-via-Office feature on the phone and calls target DN 2000.5G. Cisco Unified Communications Manager calls the destination number. Cisco Unified Communications Manager calls back remote destination 4085551234. You must manually reconfigure the device as a CUMC device. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 13-9 . No automatic migration support exists. Phone sends INVITE 2000 with the callback number that is specified in the SDP parameter “c=PSTN E164 4085551234. Cisco Unified Communications Manager determines its dial-via-office (reverse) call.0 183 Session Progress” message. Dial-via-Office Reverse Callback to Remote Phone Using the preceding example. Cisco Unified Communications Manager redirects the call to the target DN 2000. In configuration of the CUMC device.Chapter 13 Cisco Unified Mobility Introducing Cisco Unified Mobility • The Cisco Unified Mobility Advantage server only uses AXL to update the Cisco Unified Communications Manager database but does not listen to Cisco Unified Communications Manager database change notifications. Additional Information See the “Related Topics” section on page 13-49.” Cisco Unified Communications Manager sends back 183 Session In Progress with Enterprise Feature Access Number (4085556666) in SDP parameter. the phone initiates the Reverse Callback feature. using the data channel. Cisco Unified Communications Manager sends a “SIP/2. From the CUMC client. Cisco Unified Communications Manager then calls the remote destination first.

Therefore. Time-of-Day Access An access list determines whether a call should be extended to a remote destination that is enabled for the Mobile Connect feature. Remote phone answers and gets redirected to the target DN 2000. Refer to the “Use Case Scenarios for Dial-via-Office Reverse Callback” section on page 13-16 for the use case scenarios that Cisco Unified Communications Manager supports with this feature. Cisco Unified Communications Manager sends “SIP/2. which can be any PSTN phone at which the user wants to be contacted. the Time-of-Day Access feature adds time as another determination factor. For calls to remote destinations.” Cisco Unified Communications Manager calls back remote phone. Cisco Unified Communications Manager determines its dial-via-office (reverse) call.Chapter 13 Introducing Cisco Unified Mobility Cisco Unified Mobility • • Based on SDP parameter “c=PSTN E164 4085551234. you can provision the feature through use of both Cisco Unified Communications Manager Administration (by administrators) and Cisco Unified CM User Options (by end users). Dial-via-Office Reverse Callback to Non-Remote Phone Using the preceding example. Non-Remote Phone (4085553456) answers and gets redirected to the target DN 2000. The feature allows administrators and users to determine whether a call should reach a remote destination based on the time of day when the call is received. Additional Information See the “Related Topics” section on page 13-49. Time-of-Day Access Example The following example illustrates a specific time-of-day access application: Block 1800! during business hours for user brownse. the following characteristics apply to a Reverse Callback instance when a non-remote phone is called: • • • Based on SDP parameter “a=setup:passive”. The provisioning process includes provisioning the following entities: • • Access lists Remote destinations (configuring a ring schedule and associating the ring schedule with an access list for a remote destination) As an extension to the existing access list feature. CUMA support for this feature exists. A hotel phone represents an example of such a phone. the Time-of-Day Access feature adds a ring schedule and associates the ring schedule with an access list to determine the time-of-day access settings for a remote destination. Cisco Unified Communications Manager Features and Services Guide 13-10 OL-15410-01 . Based on SDP parameter “c=PSTN E164 4085553456.0 183 Session Progress” message. ensure the Time-of-Day Access feature is accessible to end users of Cisco Unified Communications Manager. • CUMA support for this feature exists.” Cisco Unified Communications Manager calls back the non-remote phone. With the addition of time-based control.

page 13-11 Important Notes for Time-of-Day Access. Table 13-3 Time-of-Day Access Configuration Checklist Configuration Steps Step 1 Related Procedures and Topics In Cisco Unified Communications Manager End User Configuration. including migration considerations when migrating from a release of Cisco Unified Communications Manager prior to Release 7. Cisco Unified Communications Administration. Create separate access lists for callers that are allowed and callers that are blocked. page 13-24 Time-of-Day Access by assigning each list to the user. configure an end user for whom you Manager Administration Guide will enable the Time-of-Day Access feature. Note Make sure that you check the Enable Mobility check box in the End User Configuration window. Use the Call Routing > Class of Control > Access List menu option. Time-of-Day Access Configuration Table 13-3 summarizes the procedures for configuring the Time-of-Day Access feature for Cisco Unified Mobility.Chapter 13 Cisco Unified Mobility Introducing Cisco Unified Mobility Further Topics This section includes the following topics: • • Time-of-Day Access Configuration. No system access list exists. page 13-12 The “Use Case Scenarios for Time-of-Day Access” section on page 13-16 provides use case scenarios for the time-of-day access feature with Cisco Unified Mobility. For information on how licensing works with Mobile Use the User Management > End User menu Connect. configure access lists to use for Access List Configuration. refer to the “Licenses for Cisco Unified option.0(x). Additional Information See the “Related Topics” section on page 13-49. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 13-11 . For detailed instructions. Step 2 For a particular user. Mobility” section in the Cisco Unified Communications Manager System Guide. Note Checking the Enable Mobility check box triggers licensing to consume device license units (DLUs) for Mobile Connect. see the chapters and sections that the table references. Note An access list must have an owner.

Additional Information See the “Related Topics” section on page 13-49. all calls are allowed during the specified ring schedule. Use the When receiving a call during the above ring schedule pane to specify the access list for which the Ring Schedule applies. If an empty access list is chosen in the Ring this destination only if the caller is in drop-down list box. all calls get blocked (instead of allowed). you must configure the following areas in the Remote Destination Configuration window: • • Use the Ring Schedule pane to configure a ring schedule for the remote destination. Either use of an empty access list could cause unnecessary confusion for end users. the settings do not apply to incoming calls to this remote destination. the All the time ring schedule radio button and the Always ring this destination radio button are checked. page 13-35 destinations represent the mobile (or other) phones that can accept transfers from the user desktop phone and that can initiate calls by using Mobile Voice Access. If the Enable Mobile Connect check box is not checked. If an empty access list is chosen in the Do not ring this destination if the caller is in drop-down list box. If a remote destination has no time-of-day access configuration. By default. Note The same configuration also applies to dual-mode phones and to Cisco Unified Mobile Communicator Mobility Identity to set up time-of-day access. Use the Device > Remote Destination menu option. all calls get extended to the remote destination. avoid creating an empty access list that contains no members. • • Cisco Unified Communications Manager Features and Services Guide 13-12 OL-15410-01 . For successful time-of-day access configuration. Use the Time Zone field in the Remote Destination Configuration window to specify the time zone of the remote destination. Remote Remote Destination Configuration. but the settings remain intact for future use. Cisco recommends that you always configure an access list with members. so that all calls get extended to the remote destination. not with the time zone of the Cisco Unified Communications Manager server. Important Notes for Time-of-Day Access The following important notes apply to time-of-day access configuration: • A ring schedule associates with the time zone of a remote destination.Chapter 13 Introducing Cisco Unified Mobility Cisco Unified Mobility Table 13-3 Time-of-Day Access Configuration Checklist (continued) Configuration Steps Step 3 Related Procedures and Topics Configure a remote destination for a user. Checking the Enable Mobile Connect check box for the remote destination enables Cisco Unified Mobility to apply the settings in the When Mobile Connect is Enabled pane to calls that are made to this remote destination.

depending on the mobile phone model. Additional Information See the “Related Topics” section on page 13-49. just like the Call Transfer feature. The following actions take place from the mobile phone: 1. After the call connects. and the call park code specifies 3215. the pin specifies 12345. Dial *82 (to put the call on enterprise hold). The user can subsequently retrieve the call with the code or have someone else retrieve the call with the code. the user can park the call by transferring the parkee party to the user-selected park code. 2. Make a new call to the enterprise with feature DID. the user can park the call by transferring the parkee party to the park code that the system administrator configures and assigns to the user. and the secondary call terminates to a Cisco Unified Communications Manager generic device that associates with the selected park code. *82 specifies exclude hold. Using Directed Call Park from the mobile phone. 4. Directed Call Park via DTMF A user can park an existing call by using DTMF digits. If the dialed park code is valid and available. a user parks a call and inputs a unique mobility user park code. except that a preconfigured parking code replaces the transfer number. The generic device automatically answers and place the parker party on hold with music on hold (MOH) or tone on hold. the Directed Call Park feature intercepts the park code and verifies whether the park code is available. the parkee party receives the MOH or tone on hold. by using the DTMF transfer feature. the digit analysis engine verifies whether the dialed park code digits are valid. Example of Directed Call Park via DTMF—Parking the Call In the following example. After the transfer completes. *84 specifies transfer. dial this digit sequence: 12345#*84#3215#*84#. The dialing sequence resembles the DTMF transfer sequence. The user can park the call and pick up the parked call with only their code. and the parkee gets parked on this selected park code and waits for retrieval. This feature proves useful for certain vertical markets that require different departments or users to pick up calls. When the mobile phone user is on an active call. If so. After Cisco Unified Communications Manager receives the dialed park code digit. the parker party receives the ringback tone. When the mobile phone user is on an active call. they may want to pick the call up on a Cisco Unified IP Phone in a conference room or desk where the DN is not visible. The last *84 completes the transfer of the parkee to the Cisco Unified Communications Manager generic device that associates with the selected park code. 3. put the mobile phone call on Hold.Chapter 13 Cisco Unified Mobility Introducing Cisco Unified Mobility Refer to the “Use Case Scenarios for Time-of-Day Access” section on page 13-16 for the use case scenarios that Cisco Unified Communications Manager supports with this feature. If necessary. This feature allows the mobile phone user to park a call by transferring the parkee party to a user-selected park code. When a user is in the enterprise and picks up a call on their mobile phone. Refer to the user guide for the applicable Cisco Unified IP Phone model for details of the settings that end users can configure to customize their time-of-day access settings by using the Cisco Unified CM User Options windows. Cisco Unified Communications Manager puts the parkee party on hold and provides dial tone to the parker party. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 13-13 . by using the DTMF transfer feature.

The user gets to select another park code. and the user gets to select another park code. all phones that are associated with the shared line will ring. Refer to “Use Case Scenarios for Directed Call Park via DTMF” section on page 13-17 for the use case scenarios that Cisco Unified Communications Manager supports with this feature. Cisco Unified Communications Manager plays reorder tone to the parker party. (From the Cisco Unified Communications Manager Administration menu bar. such as two-stage dialing. SIP URI Dialing This feature supports Session Initiation Protocol (SIP) Universal Resource Identifier (URI) as an additional type of remote destination for Cisco Unified Mobility. the parked call reverts back to the phone number that is associated with the parker party by default. 3215). be aware that the park code and code range are configurable across a cluster. Directed Call Park feature logic in Cisco Unified Communications Manager rejects that selected park code and plays busy tone to the parker party. If the user-selected park code is not valid. Just like the existing Call Park feature. When a remote destination of this type is configured. Upon connection. or DTMF transfer and conferencing. press PIN#1#223215 to retrieve the parked call. the user can go off hook on another mobile phone. The following sequence of events takes place: 1. transformation to DN number when calling into Cisco Unified Communications Manager.) Cisco Unified Communications Manager Features and Services Guide 13-14 OL-15410-01 . 2. SIP URI Administration Details The SIP URI dialing feature entails a relaxation of the business rules to allow the entry of a URI in the Destination Number field of the Remote Destination Configuration window. If a shared line is configured for the phone line of the parker. Example of Directed Call Park via DTMF—Retrieving the Parked Call When a user attempts to retrieve the parked call. the dPark feature allows the user to configure a call park reversion number in the Call Park Administration window. caller ID match. if the call does not get retrieved on time. do not get supported. When the DN is called. instead of to the parker party number. choose the Device > Remote Destination menu option. 22) plus the park code/code range (for example. Dial Enterprise Feature DID on mobile phone. For the Directed Call Park feature. Every Cisco Unified Communications Manager server in the cluster shares the park code and code range.Chapter 13 Introducing Cisco Unified Mobility Cisco Unified Mobility If another user is already using the user-selected park code. This feature only allows routing that is based only on the domain name. Additional Information See the “Related Topics” section on page 13-49. so if the call park reversion number is configured. In addition. Interactive Voice Response (IVR) support. not based on the full SIP URI. and the user must use two-stage dialing to dial a digit string that contains the Directed Call Park retrieval prefix digits (for example. the non-retrieved call reverts to this number. other Cisco Unified Mobility features. Cisco Unified Communications Manager extends the call to a SIP trunk that digit analysis selects with this SIP URI in the To: header.

Use Case Scenarios for Cisco Unified Mobility Features The following sections describe the following use case scenarios that Cisco Unified Communications Manager supports for Cisco Unified Mobility features: • • • • • Use Case Scenarios for Mobile Connect.com must also get configured for the SIP URI remote destination to resolve correctly. transfer. page 13-15 Use Case Scenarios for Mobile Voice Access. The user can switch from the desktop phone to a mobile phone during a call without losing the connection.com gets configured. To configure a SIP route pattern. • • • Additional Information See the “Related Topics” section on page 13-49. Moving back from a mobile phone to a desktop phone—If a call was initiated to or from the desktop phone and then shifted to the mobile phone. including hold/resume.Chapter 13 Cisco Unified Mobility Introducing Cisco Unified Mobility An additional requirement for this feature specifies that a SIP route pattern that matches the configured URI domain must be configured for the feature to work. Using mid-call enterprise features—During a Mobile Connect call. the other phone stops ringing. Consider the function as similar to Mobile Voice Access. Switching gets supported for incoming and outgoing calls. page 13-17 Additional Information See the “Related Topics” section on page 13-49.stage dialing—When a user wants to place a call from a smartphone and the smartphone is in business mode. choose the Call Routing > SIP Route Pattern menu option. Use Case Scenarios for Mobile Connect Mobile Connect supports these use case scenarios: • Receiving an outside call on desktop phone or mobile phone—An outside caller dials the user desktop extension. Users can also use this method to turn Mobile Connect on or off. The desktop phone and mobile phone ring simultaneously. but without voice prompts. Additional Information See the “Related Topics” section on page 13-49. Using enterprise features with two. A SIP route pattern that specifies corporation. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 13-15 . When the user answers one phone. and conference. SIP URI Example For a remote destination. page 13-16 Use Case Scenarios for Time-of-Day Access. the call gets made through Cisco Unified Communications Manager. page 13-16 Use Case Scenarios for Directed Call Park via DTMF. the call can get shifted back to the desktop phone. the SIP URI user@corporation. exclusive hold. from the Cisco Unified Communications Manager Administration menu bar. users can perform mid-call functions. page 13-16 Use Case Scenarios for Dial-via-Office Reverse Callback.

0(x) or later takes place. Additional Information See the “Related Topics” section on page 13-49. Mobile user invokes Reverse Callback feature to non-remote destination and succeeds. • Use Case #2—Only an allowed access list got configured prior to Release 7.0(1) of Cisco Unified Communications Manager.0(x) of Cisco Unified Communications Manager.Chapter 13 Introducing Cisco Unified Mobility Cisco Unified Mobility Use Case Scenarios for Mobile Voice Access Mobile Voice Access supports these use case scenarios: • • Initiating a mobility call from a remote phone. Supported Use Cases for Migrating Activated Access Lists from an Earlier Cisco Unified Communications Manager Release The following use cases detail the function of the Time-of-Day Access feature with Cisco Unified Mobility when migration of an activated access list from a previous release of Cisco Unified Communications Manager to Release 7. the All the time radio button is checked. the Always ring this destination radio button is checked. Use Case Scenarios for Time-of-Day Access The use case scenarios that follow detail the function of the time-of-day access feature with activated access lists that were configured prior to the addition of the time-of-day access feature in Release 7. Result after migration: Only the callers that belong to the allowed access list can reach the associated remote destination.0(1) of Cisco Unified Communications Manager. The Remote Destination Configuration window displays the When Mobile Connect is Enabled pane. • Use Case #1—No allowed or blocked access list got configured prior to Release 7. the All the time radio button is Cisco Unified Communications Manager Features and Services Guide 13-16 OL-15410-01 . In the When Receiving a call during the above ring schedule pane. Result after migration: The system allows all calls at all hours. Use Case Scenarios for Dial-via-Office Reverse Callback The Dial Via Office Reverse Callback feature supports the following use case scenarios: • • • Mobile user invokes Reverse Callback feature to remote destination and succeeds. In the Ring Schedule pane. Moving from a mobile phone to a desktop phone during a mobile-phone-initiated call—If the user initiated a call from a mobile phone by using Mobile Voice Access. Mobile user invokes Reverse Callback feature and fails. The Remote Destination Configuration window displays the When Mobile Connect is Enabled pane. In the Ring Schedule pane. the user can shift to the desktop phone during the call without losing the connection and can shift back again as needed. Additional Information See the “Related Topics” section on page 13-49. as well as with new provisioning that takes place for the feature starting with Release 7. such as a mobile phone—Users can use Mobile Voice Access to initiate calls from a mobile phone as if dialing from the desktop phone.0(x) of Cisco Unified Communications Manager.

Mobile phone user fails to enter park code after entering the DTMF transfer code. Outside business hours. Use Cases for Time-of-Day Access with the Current Cisco Unified Communications Manager Release The following use cases detail the function of the Time-of-Day Access feature with Cisco Unified Mobility with the current release of Cisco Unified Communications Manager: • Use Case #4—Only allow calls during business hours. Configuration: Configure a ring schedule that specifies business hours from Monday to Friday. choose the Don’t ring this destination if the caller is in radio button. • Use Case #6—Block certain numbers (for example. Additional Information See the “Related Topics” section on page 13-49. and the access list displays in the corresponding drop-down list box.Chapter 13 Cisco Unified Mobility Introducing Cisco Unified Mobility checked. Result: Only callers that belong to the access list can call the remote destination during business hours. no calls ring this remote destination. and the access list displays in the corresponding drop-down list box. The Remote Destination Configuration window displays the When Mobile Connect is Enabled pane. • Use Case #5—Only allow calls from certain numbers (for example. no calls ring this remote destination. In the When Receiving a call during the above ring schedule pane. all other callers get blocked during business hours. Use Case Scenarios for Directed Call Park via DTMF The Directed Call Park via DTMF feature of Cisco Unified Mobility supports the following use cases: • • • • • Mobile phone user parks call on selected park code. Mobile phone user parks call on selected park code that is unavailable.0(x) of Cisco Unified Communications Manager. Result after migration: The callers that belong to the blocked access list cannot reach the associated remote destination. Mobile phone user parks call on selected park code that is invalid. but all other callers can call the remote destination at all hours. the Ring this destination only if caller is in radio button is checked. the Do not ring this destination if caller is in radio button is checked. In the When Receiving a call during the above ring schedule pane. from coworkers) during business hours. Configuration: Configure a ring schedule that specifies business hours from Monday to Friday. and specify an access list. Result: The system allows all callers during business hours. choose the Ring this destination only if the caller is in radio button. and specify an access list. Result: Only callers that belong to the access list get blocked from calling the remote destination during business hours. Outside business hours. In the Ring Schedule pane. but no calls get extended to this remote destination outside business hours. the All the time radio button is checked. Configuration: Configure a ring schedule that specifies business hours from Monday to Friday and choose the Always ring this destination radio button. • Use Case #3—Only a blocked access list got configured prior to Release 7. all other callers can call the remote destination during business hours. 1800 numbers) during business hours. Parkee party disconnects while the parker party attempts to park the call. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 13-17 .

the Directed Call Park park-prefix digits. While a park code is occupied. Directed call park gets specified when the network is partitioned. or the Directed Call Park retrieval-prefix digits.Chapter 13 Interactions and Restrictions Cisco Unified Mobility • • • • • • Parkee party disconnects while it is parked on a selected park code and is waiting for retrieval. User retries a parked call. A parked call reverts. so the length of the string of digits to park a call and to retrieve a call are the same. Administrator configures a translation pattern. one of the following entities gets modified or deleted: the park code or code range. page 13-19 Auto Call Pickup. Interactions and Restrictions Most standard Cisco Unified Communications Manager features are fully compatible with Cisco Unified Mobility features. page 13-19 Additional Information See the “Related Topics” section on page 13-49. page 13-19 Number of Supported Calls. • Additional Information See the “Related Topics” section on page 13-49. page 13-18 Restrictions. Interactions The following sections detail the interactions between Cisco Unified Mobility and other Cisco Unified Communications Manager components: • • • Licensing. User dials Directed Call Park retrieval digits plus a park code that has not been occupied. page 13-20 Additional Information See the “Related Topics” section on page 13-49. Cisco Unified Communications Manager Features and Services Guide 13-18 OL-15410-01 . except as indicated in the following sections: • • Interactions.

“End User Configuration Settings” in the Cisco Unified Communications Manager Administration Guide. end users need only to press the PickUp softkey to pick up a call. phone B (Cisco Unified Mobility subscriber). For specific information on how licensing works with Cisco Unified Mobility. Using the enterprise feature access directory number (DID number) to transfer or conference with DTMF counts as one call. phone D. Checking the Enable Mobility check box in the End User Configuration window triggers licensing to consume device license units (DLUs) for Mobile Connect. If Auto Call Pickup is enabled. If the Auto Call Pickup Enabled service parameter is set to False. Each remote destination supports a maximum of two active calls. Additional Information See the “Related Topics” section on page 13-49. if Call Forward No Answer (CFNA) is configured or if the call is not answered on a shared line. Phone A rings. Additional Information See the “Related Topics” section on page 13-49. and phone C belong to the Engineering group. see the following sections: • • “Licenses for Cisco Unified Mobility” section in the Cisco Unified Communications Manager System Guide. Number of Supported Calls Up to two simultaneous Mobile Connect calls get supported at one time. When the Auto Call Pickup Enabled service parameter is set to True. and phone B and phone C in the group receive pickup notice. Auto Call Pickup Cisco Unified Mobility interacts with auto call pickup based on the service parameter selection. For Cisco Unified Mobility. Example Phone A. press the PickUp softkey from phone B to use Cisco Unified Mobility features later on. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 13-19 . Phone D calls phone A in the Engineering Group. or OPickUp softkey and then the Answer softkey. and phone F belong to the Accounting group. end users need to press the PickUp. GPickUp. phone E. When a Cisco Unified Mobility user receives a call while the user has two active calls for the remote destination or while the user is using DTMF to transfer/conference a call from the remote destination. each remote destination supports a maximum of two active calls via Cisco Unified Communications Manager. the received call does not reach the remote destination and instead goes to the enterprise voice mail. the number of licenses that get consumed depends on whether you assign an adjunct device to the end user specifically for Cisco Unified Mobility. that is.Chapter 13 Cisco Unified Mobility Interactions and Restrictions Licensing Mobile Connect uses licensing. Any additional calls that come in automatically get transferred to the user voice mail.

Multilevel Precedence and Preemption (MLPP) Mobile Connect does not work with Multilevel Precedence and Preemption (MLPP). Ensure remote destinations specify PSTN numbers or numbers across ICT trunks. press PickUp softkey from phone B. If a call is preempted with MLPP. no new conference party can get added to the existing conference after the call is sent to a mobile phone or a dual-mode handoff action occurs. Additional Information See the “Related Topics” section on page 13-49. Remote destinations cannot resume calls that Cisco Unified IP Phones put on hold. Restrictions Cisco Unified Mobility enforces the following restrictions in operating with other Cisco Unified Communications Manager components. You cannot configure IP phones within a Cisco Unified Communications Manager cluster as remote destinations. The user can subsequently perform mobile-phone pickup and desktop pickup. QSIG Path Replacement QSIG (Q Signaling) path replacement does not get supported. Mobile Connect features get disabled for that call. Cisco Unified Communications Manager Features and Services Guide 13-20 OL-15410-01 . Remote Destinations Ensure remote destinations are Time Division Multiplex (TDM) devices. which causes the remote destinations to stop ringing. To permit the addition of new conference parties. you must use only ASCII characters in the Display (Internal Caller ID) field on the Directory Number Configuration window. A video call that is received at the desktop phone cannot get picked up on the mobile phone. Forced Authorization Code and Client Matter Code The Forced Authorization Code and Client Matter Code (FAC/CMC) feature does not work with Mobile Voice Access. Conferencing Users cannot initiate a meet-me conference as conference controller by using Mobile Voice Access but can join a meet-me conference. If an existing conference call is initiated from a shared-line IP phone or dual-mode phone or smartphone that is a remote destination. Video Calls Mobile Connect services do not extend to video calls.Chapter 13 Interactions and Restrictions Cisco Unified Mobility If Auto Call Pickup is not enabled. Press the Answer softkey on phone B. which causes the remote destinations that are associated with phone B to ring. Remote Destination Profiles When configuring a directory number that is associated with a remote destination profile. use the Advanced Ad Hoc Conference Enabled service parameter.

Administrators must configure any smartphones that will be used with Mobile Connect to use either the default codes for enterprise feature access or the codes that are specified in the smartphone documentation. 7970/71.Chapter 13 Cisco Unified Mobility System Requirements Dual-Mode Handoff and Caller ID Dual-mode handoff requires that caller ID be available in the cellular network. however. no CTI applications control it nor monitor it. Mobile Connect features do not get supported for T1 CAS. Enterprise Features in GSM That Is Using DTMF Availability of enterprise features in GSM that is using DTMF depends upon the features that are supported in the third-party smartphones. gets supported only from calls from registered single-mode or dual-mode phones Call Forwarding You do not need to configure settings for call forward unregistered. FXS and BRI. Appropriate call forwarding will get handled as part of the Mobile Connect process. Enterprise Features From Cellular Networks Enterprise features from cellular networks require out-of-band DTMF. Dual-Mode Phones While a dual-mode phone is in Wi-Fi enterprise mode. if the Cisco Unified Communications Manager Release 6. which is performed based on caller ID. if the end user has configured remote destinations.0 or later. Multiple-Node Cluster Environment In a multiple-node cluster environment. System Requirements Mobile Connect and Mobile Voice Access work with Cisco Unified IP Phones 7906. any changes that end users make to turn Mobile Connect off or on by way of Mobile Voice Access or two-stage dialing do not get saved. which runs only on the publisher. FXO. 7941/61.0 (or later) publisher is unreachable. Gateways and Ports Only H.323 VoIP gateways get supported for Mobile Voice Access. They require the following software components: • • Cisco Unified Communications Manager 6. smartphones generally use one-touch keys to send the appropriate codes. Service Parameters Enterprise feature access service parameters apply to standard phones and smartphones. Call Anchoring Call anchoring. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 13-21 . 7962/42. Cisco Unified Mobile Voice Access service. The In Use Remote indicator for dual-mode phones on a shared line call in the WLAN will disappear if the dual-mode phone goes out of WLAN range. 7911. Additional Information See the “Related Topics” section on page 13-49. 7975 that are running SIP or SCCP.

323 Gateway Configuration for Mobile Voice Access. page 13-24 Remote Destination Profile Configuration. Log in to Cisco Unified Communications Manager Administration Release 6. page 13-48 Cisco Unified Communications Manager Features and Services Guide 13-22 OL-15410-01 .” “Remote Destination. 3.0(1) (or later) and use the Bulk Administration Import/Export windows to import the CSV data files that were previously exported from Cisco Unified MobilityManager. Refer to the “Access List. Configuring Cisco Unified Mobility This section provides an overview checklist of the procedures and steps that are necessary for an administrator to configure Cisco Unified Mobility in Cisco Unified Communications Manager Administration. page 13-29 Remote Destination Configuration. Additional Information See the “Related Topics” section on page 13-49. if necessary. Log in to Cisco Unified MobilityManager and export the configuration data in CSV format. page 13-35 Mobile Voice Access Media Resource Configuration. The section also includes detailed procedures for each Cisco Unified Communications Manager Administration menu option. Upgrade the Cisco Unified MobilityManager system to Release 1. Migrating from Cisco Unified MobilityManager Follow this process to migrate standalone Cisco Unified MobilityManager data to Cisco Unified Communications Manager Release 6. page 13-40 H.2(5). This section covers the following topics: • • • • • • • • • Cisco Unified Mobility Configuration Checklist. See the Release Notes for Cisco Unified MobilityManager Release 1. see the Release Notes for Cisco Unified MobilityManager Release 1. page 13-47 Mobility Setting Configuration.2(5).2(5).0(1) or later: 1.Chapter 13 Migrating from Cisco Unified MobilityManager Cisco Unified Mobility • Cisco Unified Communications Manager Locale Installer (if you want to use non-English phone locales or country-specific tones).” and “Remote Destination Profile” chapters in the Cisco Unified Communications Manager Bulk Administration Guide. For instructions. 2. page 13-48 Mobility Softkey Configuration. page 13-42 Mobile Voice Access Configuration by Service Parameter. page 13-23 Access List Configuration. Additional Information See the “Related Topics” section on page 13-49. End users use the Cisco Unified CM User Options windows to further configure or modify the Cisco Unified Mobility settings that apply to their mobile phones.

see the chapters and sections that the table references. refer to the “Licenses for Cisco Unified Mobility” section in the Cisco Unified Communications Manager System Guide. each list to the Mobile Connect user and specifying whether the list is allowed. You must activate this service on the first node in the cluster. Activate the Cisco Unified Mobile Voice Access Service in Cisco Unified Serviceability. Table 13-4 Cisco Unified Mobility Configuration Checklist Configuration Steps Step 1 Related Procedures and Topics For information on activating services. Note Step 2 Make sure that you check the Enable Mobility and Mobile Voice Access check boxes in the End User Configuration window. Cisco Unified Communications Manager Administration Guide For information on how licensing works with Mobile Connect. In the Service Parameters Configuration window: • Step 4 Step 5 Step 6 Remote Destination Profile Configuration. page 13-24. Cisco Unified Mobility Configuration Checklist Table 13-4 summarizes the procedures for configuring Cisco Unified Mobility. which is the DID number that end users use to reach Mobile Voice Access. For detailed instructions. Configure user accounts. Service Parameters Configuration. Checking the Enable Mobility check box triggers licensing to consume device license units (DLUs) for Mobile Connect. and conference features from remote destinations. page 13-35. To make Mobile Voice Access calls. Remote Destination Configuration.Chapter 13 Cisco Unified Mobility Configuring Cisco Unified Mobility Additional Information See the “Related Topics” section on page 13-49. Create remote destination profiles and assign each user to a profile. Step 7 Choose True for Enable Mobile Voice Access and enter the Mobile Voice Access number. page 13-31. Associating a Directory Number with a Remote Destination Profile. page 13-29. End User Configuration. transfer. you must configure these service parameters and check the Enable Mobile Voice Access check box in the End User Configuration window. Note Step 3 Create access lists for Mobile Connect by assigning Access List Configuration. refer to the Cisco Unified Serviceability Administration Guide. Associate desktop directory numbers (DNs) for the user. Choose True for Enable Enterprise Feature Access to enable access to hold. Add remote destinations by selecting the previously-defined profile as part of the configuration. Cisco Unified Communications Manager Administration Guide Note • Cisco Unified Communications Manager Features and Services Guide OL-15410-01 13-23 . resume.

choose Call Routing > Class of Control > Access List. As an alternative. Configure time-of-day access for users. page 13-25 Deleting Access Lists. see the following sections: • • • Finding Access Lists. fields in the When Mobile Connect is Enabled pane of the Remote Destination Configuration window to do so. page 13-35. To configure access lists. Configure the media resources for Mobile Voice Access. Step 10 Step 11 Mobility Setting Configuration. Use the following procedure to locate access lists.Chapter 13 Configuring Cisco Unified Mobility Cisco Unified Mobility Table 13-4 Cisco Unified Mobility Configuration Checklist (continued) Configuration Steps Step 8 Step 9 Related Procedures and Topics Mobile Voice Access Media Resource Configuration. If you navigate to other menu items and return to this menu item. Use the Remote Destination Configuration. Additional Information See the “Related Topics” section on page 13-49. Procedure Step 1 Note In the menu bar. page 13-24 Configuring Access Lists. you can define access lists to explicitly allow or block the use of specific phone numbers for Mobile Connect. configure Mobile Voice Access by configuring a service parameter and the enterprise feature access DID directory number. page 13-40. Cisco Unified Communications Manager Administration retains your access list search preferences until you modify your search or close the browser. During your work in a browser session. Cisco Unified Communications Manager Administration retains your access list search preferences. Cisco Unified Communications Manager Features and Services Guide 13-24 OL-15410-01 . Cisco Unified Communications Manager lets you locate specific access lists by using specific criteria as the basis. page 13-48. Finding Access Lists Because you might have several access lists in your network. Configure mobility settings for dual-mode phone handoff. Access List Configuration After the remote destination profiles are created. page 13-26 Additional Information See the “Related Topics” section on page 13-49.

From the second drop-down list box. You can delete multiple records from the database by checking the check boxes next to the appropriate record and clicking Delete Selected. Note Step 4 From the list of records that display. Records from an active (prior) query may also display in the window. choose a search pattern. Step 2 To find all records in the database. if available. Configuring Access Lists The following procedure describes how to configure an access list.Chapter 13 Cisco Unified Mobility Configuring Cisco Unified Mobility The Find and List Access Lists window displays. click the link for the record that you want to view. Additional Information See the “Related Topics” section on page 13-49. Perform one of the following tasks: • Step 2 To copy an existing access list. choose Call Routing > Class of Control > Access List. To remove criteria. click the + button. Click the Copy icon next to the access list that you want to copy. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 13-25 . locate the appropriate access list as described in the “Finding Access Lists” section on page 13-24. Note The window displays the item that you choose. and continue with Step 3. Procedure Step 1 In the menu bar. in the list header. click the – button to remove the last added criterion or click the Clear Filter button to remove all added search criteria. Note Step 3 Click Find. When you add criteria. You can change the number of items that display on each page by choosing a different value from the Rows per Page drop-down list box. if applicable. You can delete all configurable records for this selection by clicking Select All and then clicking Delete Selected. click the up or down arrow. Specify the appropriate search text. The Find and List Access Lists window displays. To reverse the sort order. All matching records display. go to Step 3. The window displays the copy of the access list. ensure the dialog box is empty. the system searches for a record that matches all criteria that you specify. choose a search parameter. Change the value in the Name field. To filter or search records • • • From the first drop-down list box. To add additional search criteria.

see the “Accessing Dependency Records” section on page A-2. choose Dependency Records from the Related Links drop-down list box that is on the Access List Configuration window. and continue with Step 3. To create a new access list with the same members as the existing list. Deleting Access Lists To delete an access list in Cisco Unified Communications Manager Administration. Before deleting an access list that is currently in use. perform the following procedure. select the filter and click Delete. To update an existing access list. click Copy. click the Add New button and continue with Step 3. If the dependency records are not enabled for the system. If you are configuring a new access list. To find out which items are using the access list. If you try to delete an access list that is in use. the window reopens to display Access List Member Information area. click Add Member. the dependency records summary window displays a message. you must perform either or both of the following tasks: • Assign a different access list to any remote destinations that are using the access list that you want to delete. and click Save. add additional filters and also modify any existing access list as needed: • • • • • To modify a DN mask. select the filter in the Selected Filters pane and click the down arrow to move the filter to the Removed Filters pane. The Access List Configuration window reopens to show the new number or filter in the Selected Filters area.Chapter 13 Configuring Cisco Unified Mobility Cisco Unified Mobility • • Step 3 Step 4 To add a new access list. Cisco Unified Communications Manager displays a message. Additional Information See the “Related Topics” section on page 13-49. Cisco Unified Communications Manager Features and Services Guide 13-26 OL-15410-01 . To activate a filter. See the “Remote Destination Configuration” section on page 13-35. click the link for the directory number at the bottom of the window under Access List Members. Before You Begin You cannot delete access lists that remote destinations are using. For more information about dependency records. Enter values for the parameters that are described in Table 13-6. Click Save. Step 6 Step 7 Step 8 From the Access Configuration window. locate the appropriate access list as described in the “Finding Access Lists” section on page 13-24. select the filter in the Removed Filters pane and click the up arrow to move the filter to the Selected filters area. The Access List Member Detail window opens. enter your change. Click Save. To inactivate a filter without deleting it. Enter values for the parameters that are described in Table 13-5. To delete a filter. Step 5 If you want to configure the members of an access list.

Enter a text description of the remote destination profile. After the Access Lists window displays. click OK. Procedure Step 1 Step 2 Step 3 Locate the access list that you want to delete. Click this radio button to allow calls from member phone numbers to be passed to the remote destinations.Chapter 13 Cisco Unified Mobility Configuring Cisco Unified Mobility • Delete the remote destinations that are using the access list that you want to delete. From the drop-down list box. Click this radio button to block calls from member phone numbers from being passed to the remote destinations. Name Description Owner Allowed Blocked Cisco Unified Communications Manager Features and Services Guide OL-15410-01 13-27 . as described in the “Finding Access Lists” section on page 13-24. choose the end user to whom the access list applies. To continue with the deletion. See the “Deleting Remote Destinations” section on page 13-37. Table 13-5 Access List Configuration Settings Field Access List Information Description Enter a text name for the remote destination profile. Additional Information See the “Related Topics” section on page 13-49. Access List Configuration Settings Table 13-5 describes the available settings in the Access Lists window. click Delete.

Use the arrows above this pane to move the access list members to or from this pane. (12345). Not Available—This filter applies to calls that come from numbers that do not have caller ID. Use the arrows below this pane to move the access list members to or from this pane. Removed Filters This pane specifies filters that have been defined for this access list but that are not currently selected.Chapter 13 Configuring Cisco Unified Mobility Cisco Unified Mobility Table 13-5 Access List Configuration Settings (continued) Field Selected Filters Description This pane displays the current members of this access list. Add Member—Click this button to add a new member to the Selected Filters pane. Cisco Unified Communications Manager Features and Services Guide 13-28 OL-15410-01 . and #. Members comprise the following types: • • • Access List Member Information Private—This filter applies to calls that come from private numbers. the wildcard X. Additional Information See the “Related Topics” section on page 13-49. The Add List Member Detail window displays. Valid values include the digits 0 through 9. See the “Access List Member Detail Configuration Settings” section on page 13-29 for details. !. which do not display caller ID. For example. Directory Number—This filter specifies a directory number that is specified between parentheses.

Finding Remote Destination Profiles Because you might have several remote destination profiles in your network. enter a phone number or filter in the DN Mask field. Table 13-6 Access List Member Detail Configuration Settings Field Filter Mask Description Select an option from the drop-down list box. page 13-29 Configuring a Remote Destination Profile. Cisco Unified Communications Manager lets you locate specific remote destination profiles by using specific criteria as the basis. If you chose Directory Number in the Filter Mask field. filter out calls that do not have caller ID (Not Available). Examples: • • Additional Information See the “Related Topics” section on page 13-49. !—Matches any number of digits. 408555123X matches any number between 4085551230 and 4085551239. You can use the following wild cards to define a filter: • • • DN Mask X (upper or lower case)—Matches a single digit. or specify a number that will be allowed or blocked without displaying the caller ID (Private). page 13-31 Additional Information See the “Related Topics” section on page 13-49. You can choose to enter a directory number.Chapter 13 Cisco Unified Mobility Configuring Cisco Unified Mobility Access List Member Detail Configuration Settings Table 13-6 describes the available settings in the Access List Member Detail window. Use the following procedure to locate remote destination profiles. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 13-29 . see the following sections: • • • Finding Remote Destination Profiles. 408! matches any number that starts with 408. Remote Destination Profile Configuration To configure remote destination profiles. page 13-31 Deleting Remote Destination Profiles. #—Used as a single digit for exact match.

All matching records display. click the up or down arrow. the system searches for a record that matches all criteria that you specify. click the + button. click the – button to remove the last added criterion or click the Clear Filter button to remove all added search criteria. Note Step 3 Click Find. Note Step 4 From the list of records that display. choose Device > Device Settings > Remote Destination Profile. To add additional search criteria. Cisco Unified Communications Manager Administration retains your remote destination profile search preferences until you modify your search or close the browser. Cisco Unified Communications Manager Features and Services Guide 13-30 OL-15410-01 . Records from an active (prior) query may also display in the window. choose a search pattern. Procedure Step 1 In the menu bar. From the second drop-down list box. Step 2 To find all records in the database. If you navigate to other menu items and return to this menu item. You can change the number of items that display on each page by choosing a different value from the Rows per Page drop-down list box. Additional Information See the “Related Topics” section on page 13-49.Chapter 13 Configuring Cisco Unified Mobility Cisco Unified Mobility Note During your work in a browser session. choose a search parameter. To filter or search records • • • From the first drop-down list box. Cisco Unified Communications Manager Administration retains your remote destination profile search preferences. Note The window displays the item that you choose. Specify the appropriate search text. To reverse the sort order. You can delete all configurable records for this selection by clicking Select All and then clicking Delete Selected. The Find and List Remote Destination Profiles window displays. if available. in the list header. if applicable. go to Step 3. When you add criteria. click the link for the record that you want to view. ensure the dialog box is empty. To remove criteria. You can delete multiple records from the database by checking the check boxes next to the appropriate record and clicking Delete Selected.

choose Device > Device Settings > Remote Destination Profile. you must check the Line Association check box for the DN on the Remote Destination window to reassociate it.Chapter 13 Cisco Unified Mobility Configuring Cisco Unified Mobility Configuring a Remote Destination Profile The remote destination profile contains the parameters that apply to all remote destinations for the user. To update an existing remote destination profile. • • Step 3 Step 4 Enter the appropriate settings as described in Table 13-7. The window displays the copy of the remote destination profile. Deleting Remote Destination Profiles To delete a remote destination profile in Cisco Unified Communications Manager Administration. Change the value in the Name field and continue with Step 3. perform the following procedure: Procedure Step 1 Step 2 In the menu bar. locate the appropriate remote destination profile as described in the “Finding Remote Destination Profiles” section on page 13-29. Click the Add a New DN link on the Remote Destination Profile Configuration window and follow the instructions in the “Directory Number Configuration” chapter of the Cisco Unified Communications Manager Administration Guide. To add a new remote destination profile. Additional Information Note See the “Related Topics” section on page 13-49. you must associate the DN record for the desktop phone or phones for the user. Perform one of the following tasks: • To copy an existing remote destination profile. Click Save. locate the appropriate remote destination profile as described in the “Finding Remote Destination Profiles” section on page 13-29 and continue with Step 3. To configure a remote destination profile. After configuring user accounts for Mobile Connect (refer to the “End User Configuration” chapter in the Cisco Unified Communications Manager Administration Guide). Associating a Directory Number with a Remote Destination Profile After creating a remote destination profile. If the remote destination profile is dissociated on the Directory Number configuration window. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 13-31 . Additional Information See the “Related Topics” section on page 13-49. you can create a remote destination profile for the user. perform the following procedure. Click the Copy icon next to the remote destination profile that you want to copy. click the Add New button and continue with Step 3.

• Procedure Step 1 Step 2 Step 3 Locate the remote destination profile that you want to update. To find out which items are using the remote destination profiles. If you try to delete a remote destination profile that is in use. choose Dependency Records from the Related Links drop-down list box that is on the Remote Destination Profile Configuration window. Table 13-7 Remote Destination Profile Configuration Settings Field Remote Destination Profile Information Description Enter a text name for the remote destination profile. For more information about dependency records. If the dependency records are not enabled for the system. Remote Destination Profile Configuration Settings Table 13-7 describes the available settings in the Remote Destination Profile Configuration window. the dependency records summary window displays a message. Choose the calling search space to be used for routing Mobile Connect and Mobile Voice Access calls. Choose the user to whom this profile is assigned. click Delete. Additional Information See the “Related Topics” section on page 13-49. you must perform either or both of the following tasks: • Assign a different remote destination profile to any remote destinations and directory numbers that are using the remote destination profile that you want to delete. The device pool defines sets of common characteristics for devices. To continue with the deletion. click OK. softkey template. Enter a text description of the remote destination profile. After the Remote Destination Profiles window displays.Chapter 13 Configuring Cisco Unified Mobility Cisco Unified Mobility Before You Begin You cannot delete remote destination profiles that remote destinations and directory numbers are using. Name Description User ID Device Pool Calling Search Space Cisco Unified Communications Manager Features and Services Guide 13-32 OL-15410-01 . The selection must match the ID of a user in the End User Configuration window where Enable Mobility is checked. Choose the device pool that applies to this profile. and MLPP information. such as region. Delete the remote destinations and directory numbers that are using the remote destination profile that you want to delete. see the “Accessing Dependency Records” section on page A-2. date/time group. Before deleting a remote destination profile that is currently in use. as described in the “Finding Remote Destination Profiles” section on page 13-29. Cisco Unified Communications Manager displays a message. See the “Remote Destination Configuration” section on page 13-35 and the “Directory Number Configuration” chapter in the Cisco Unified Communications Manager Administration Guide. See the “Remote Destination Configuration” section on page 13-35.

Choose the audio source from the IOS gateway that provides multicasting audio source for Mobile Connect and Mobile Voice Access calls. If you do not check this check box. Rerouting Calling Search Space Choose a calling search space to be used if Mobile Connect calls need to be rerouted. refer to Barge and Privacy in the Cisco Unified Communications Manager Features and Services Guide. Note Note Use Device Pool Calling Party Transformation CSS To use the Calling Party Transformation CSS that is configured in the device pool that is assigned to this device. Choose a privacy option for the profile. Note The partitions in the calling search space should contain only calling party transformations. check this check box. you choose the partition where the Calling Party Transformation CSS is assigned. when you configure the Calling Party Transformation CSS under Call Routing > Transformation Pattern > Calling Party Transformation Pattern. Note Ensure that the gateway that is configured for routing mobile calls is assigned to the partition that belongs to the Rerouting Calling Search Space. Calling Party Transformation CSS Choose the calling search space for transformations. For more configuration information. Cisco Unified Communications Manager determines how to route calls based on the remote destination number and the Rerouting Calling Search Space. you assign the CSS to a partition. the device uses the Calling Party Transformation CSS that you configured in the Remote Destination Profile Configuration window. when you configure the Calling Party Transformation CSS under Call Routing > Class of Control > Calling Search Space. The device takes on the attributes of the Calling Party Transformation Pattern because you assign the pattern to a partition where the Calling Party Transformation CSS exists. For example. This setting allows you to localize the calling party number on the device. Ensure the calling search space is not null because no transformations can apply to null partitions. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 13-33 . Make sure that the Calling Party Transformation CSS that you choose contains the calling party transformation pattern that you want to assign to this device.Chapter 13 Cisco Unified Mobility Configuring Cisco Unified Mobility Table 13-7 Remote Destination Profile Configuration Settings (continued) Field User Hold Audio Source Network Hold MOH Audio Source Privacy Description Choose the audio option for users on hold for Mobile Connect and Mobile Voice Access calls.

Cisco Unified Communications Manager Features and Services Guide 13-34 OL-15410-01 . you can only choose the Call Reject option. Cisco Unified Communications Manager uses the user locale that is associated with the device pool. Cisco Unified Communications Manager makes this field available only for phone models that support localization. where you can configure a new remote destination to associate with this remote destination profile. Refer to the Cisco Unified Communications Manager Locale Installer documentation. this column displays the destination number of the remote destination. and phones that are running SCCP. Additional Information See the “Related Topics” section on page 13-49. this column displays the name of the remote destination. dual-mode phones. When you activate DND Call Reject on a mobile device or dual-mode phone. verify that the locale installer is installed before configuring user locale. Note If no user locale is specified. Note Ignore presentation indicators (internal calls only) Associated Remote Destinations Check the check box if you want to ignore the connected line ID presentation. including language and font. choose the locale that is associated with the phone user interface. Note Add a New Remote Destination Name Destination Number Do Not Disturb Do Not Disturb DND Option For mobile devices. This Call Reject option specifies that no incoming call information gets presented to the user. Click this link to open the Remote Destination Configuration window. the current remote destination profile is selected in the Remote Destination Profile field of the new remote destination. If the users require information to display (on the phone) in any language other than English. Refer to the “Remote Destination Configuration” section on page 13-35 for details. By default. no call information gets presented to the device.Chapter 13 Configuring Cisco Unified Mobility Cisco Unified Mobility Table 13-7 Remote Destination Profile Configuration Settings (continued) Field User Locale Description From the drop-down list box. For a remote destination that already exists and has been associated with this remote destination profile. Use this configuration for internal calls. The user locale identifies a set of detailed information. For a remote destination that already exists and has been associated with this remote destination profile. to support users. Check this check box to enable Do Not Disturb on the phone.

choose Device > Remote Destination. To filter or search records • • From the first drop-down list box. choose a search pattern. After you save a new remote destination. ensure the dialog box is empty. Procedure Step 1 Note In the menu bar. Cisco Unified Communications Manager Administration retains your remote destination search preferences. page 13-35 Configuring Remote Destinations. This section lists the desk phone numbers that have been assigned to the remote destination profile. During your work in a browser session. See Configuring a Directory Number in the Cisco Unified Communications Manager Administration Guide. If you navigate to other menu items and return to this menu item. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 13-35 . Cisco Unified Communications Manager lets you locate specific remote destinations by using specific criteria as the basis. the Association Information pane displays in the window. page 13-36 Deleting Remote Destinations. you can enter individual remote destinations and assign each to a profile. The Find and List Remote Destinations window displays. page 13-38 Additional Information See the “Related Topics” section on page 13-49. Cisco Unified Communications Manager Administration retains your remote destination search preferences until you modify your search or close the browser. Step 2 To find all records in the database. Records from an active (prior) query may also display in the window. See the “Finding Remote Destination Profiles” section on page 13-29 for instructions on displaying a remote destination profile. page 13-37 Remote Destination Configuration Settings.Chapter 13 Cisco Unified Mobility Configuring Cisco Unified Mobility Remote Destination Configuration After remote destination profiles and access lists are created. refer to the following sections: • • • • Note Finding Remote Destinations. Use the following procedure to locate remote destinations. Each remote destination presents a mobile or other phone that can be configured to accept transfers from the desktop phone of the user. go to Step 3. From the second drop-down list box. You can also open an existing or new record in the Remote Destination Configuration window by clicking the Add a New Remote Destination link at the bottom of the remote destination profile. You can click a link to open the associated Directory Number Information window. choose a search parameter. To configure remote destinations. This section describes how to access remote destination records by opening the Remote Destination window. Finding Remote Destinations Because you might have several remote destinations in your network.

click the Add New button and continue with Step 3. For information on how to perform this task. You can delete multiple records from the database by checking the check boxes next to the appropriate record and clicking Delete Selected. if applicable. locate the appropriate remote destination as described in the “Finding Remote Destinations” section on page 13-35. Note Step 4 From the list of records that display.Chapter 13 Configuring Cisco Unified Mobility Cisco Unified Mobility • Specify the appropriate search text. Configuring Remote Destinations Note End users can create their own remote destinations in the Cisco Unified CM User Options windows. Change the value in the Name field and continue with Step 3. click the link for the record that you want to view. Perform one of the following tasks: • Step 2 To copy an existing remote destination. To reverse the sort order. choose Device > Remote Destination. Additional Information See the “Related Topics” section on page 13-49. in the list header. To update an existing remote destination. Click the Copy icon next to the remote destination that you want to copy. the system searches for a record that matches all criteria that you specify. The window displays the copy of the remote destination. To add a new remote destination. You can delete all configurable records for this selection by clicking Select All and then clicking Delete Selected. click the up or down arrow. if available. click the – button to remove the last added criterion or click the Clear Filter button to remove all added search criteria. The Remote Destination Configuration window displays. When you add criteria. refer to the user guide for the phone model. • • Cisco Unified Communications Manager Features and Services Guide 13-36 OL-15410-01 . locate the appropriate remote destination as described in the “Finding Remote Destinations” section on page 13-35 and continue with Step 3. perform the following procedure: Procedure Step 1 In the menu bar. Note Step 3 Click Find. To add additional search criteria. To remove criteria. click the + button. All matching records display. Note The window displays the item that you choose. You can change the number of items that display on each page by choosing a different value from the Rows per Page drop-down list box. To add configure a remote destination.

If difficulties in transferring calls by using the default timer settings occur. Deleting Remote Destinations To delete a remote destination in Cisco Unified Communications Manager Administration. click Delete. Step 2 Step 3 Step 4 Additional Information See the “Related Topics” section on page 13-49. choose Dependency Records from the Related Links drop-down list box that is on the Remote Destination Configuration window. To continue with the deletion. click OK. For more information about dependency records.Chapter 13 Cisco Unified Mobility Configuring Cisco Unified Mobility Step 3 Enter the appropriate settings as described in Table 13-8. you may need to adjust the settings to be compatible with the vendor of the remote destination phone. Note Step 4 Step 5 Check the Line Association check boxes for the desktop phones that will be used with this remote destination. Cisco Unified Communications Manager displays a message. If the dependency records are not enabled for the system. Procedure Step 1 In the menu bar. Before You Begin You cannot delete remote destinations that other devices are using. After the Remote Destination window displays. you must perform either or both of the following tasks: • • Assign a different remote destination to any devices that are using the remote destination that you want to delete. If you try to delete a remote destination that is in use. Before deleting a remote destination that is currently in use. Click Save. To find out which items are using the remote destination. choose Device > Remote Destination. perform the following procedure. Be aware that the appropriate timer settings in Table 13-8 may be vendor-specific. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 13-37 . the dependency records summary window displays a message. see the “Accessing Dependency Records” section on page A-2. You must perform this step for Mobile Connect to work. Additional Information See the “Related Topics” section on page 13-49. Locate the remote destination that you want to update. as described in the “Finding Remote Destinations” section on page 13-35. Delete the devices that are using the remote destination that you want to delete. The Remote Destination Configuration window displays.

000 milliseconds Default: 1. Note Add the necessary translation pattern or route patterns to route the destination number.30. Answer Too Soon Timer Enter the minimum time in milliseconds that must pass before the mobile phone can be answered. Dual Mode Phone Cisco Unified Communications Manager Features and Services Guide 13-38 OL-15410-01 .Chapter 13 Configuring Cisco Unified Mobility Cisco Unified Mobility Remote Destination Configuration Settings Table 13-8 describes the available settings in the Remote Destination window. Range: 0 . where you can change the settings of the specified device. where you can change the settings of the specified device. This field displays the Cisco Unified Mobile Communicator device with which this Mobility Identity associates.Click the Configure Device link to display the Phone Configuration window.000 . choose the remote destination profile that you want to use for this remote destination. *. This field displays a dual-mode phone with which this Mobility Identity associates. Table 13-8 Remote Destination Configuration Settings Field Mobile Identity Information Name Destination Number Description Remote Destination Information Enter a name that identifies the remote destination. For the SIP URI feature. up to 126 characters in length. Include the area code and any additional digits that are required to obtain an outside line. individual characters can take the values 0-9. The field displays the device name. Maximum field length equals 24 characters. Click the Configure Device link to display the Phone Configuration window. Cisco recommends that you configure the caller ID of the remote destination. Keep in mind that a SIP route pattern must also be configured.000 milliseconds Remote Destination Profile Cisco Unified Mobile Communicator From the drop-down list box.10.300. Range: 10.000 milliseconds Default: 19. Enter the telephone number for the destination. Range: 0 . such as user@corporation. and #. you can also enter a Universal Resource Indicator (URI) in this field.com.000 milliseconds Default: 4.500 milliseconds Answer Too Late Timer Enter the maximum time in milliseconds that can pass before the mobile phone must be answered.000 milliseconds Delay Before Ringing Timer Enter the time that elapses before the mobile phone rings when a call is transferred from the desktop phone.

(drop-down list box) to (drop-down list box)—For a particular day of the week. clicking this radio button allows this remote destination to ring according to the schedule that the subsequent rows specify. the default ring schedule specifies No Office Hours. choose a time zone to use for this remote destination. As specified below (day of week) Time Zone From the drop-down list box. clicking this radio button allows this remote destination to ring all the time. click the check box for each day of the week when the remote destination should receive calls. Specify the starting time by choosing a value in the drop-down list box that precedes to and specify the ending time by choosing a value in the drop-down list box that follows to. such as Monday. For a particular day. The values that you specify in the drop-down list boxes relate to the time zone that you specify in the Time Zone field for the remote destination. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 13-39 . This setting works in conjunction with the setting in the When receiving a call during the above ring schedule pane below. to specify the ring schedule for that day. If the Enable Mobile Connect check box is checked for this remote destination. You can specify a ring schedule for each day of the week. This setting works in conjunction with the setting in the When receiving a call during the above ring schedule pane below. Note The time-of-day access feature uses the time zone that you choose for this remote destination to allow or block calls to this remote destination. (day of the week)—Check the check box for a day of the week. All Day—Click this check box next to a day of the week to specify that the remote destination should ring at all hours of the day as specified by the setting in the When receiving a call during the above ring schedule pane below. Note You must check this check box for Mobile Connect to work with this remote destination. If the Enable Mobile Connect check box is checked and the As specified below radio button is selected. specify a ring schedule by choosing a starting time and ending time for that day. Enable Mobile Connect Check the check box to allow an incoming call to ring your desktop phone and remote destination at the same time.Chapter 13 Cisco Unified Mobility Configuring Cisco Unified Mobility Table 13-8 Remote Destination Configuration Settings (continued) Field Mobile Phone Description Check the check box if you want calls that the desktop phone answers to be sent to your mobile phone as the remote destination. When Mobile Connect Is Enabled Ring Schedule All the time If the Enable Mobile Connect check box is checked for this remote destination.

you must use the Call Routing > Class of Control > Access List menu option. click the View Details link. This setting applies only if the Enable Mobile Connect check box is checked for this remote destination. To assign localized users prompts for Mobile Voice Access. Check this check box if you want to associate a particular line with this remote destination. you must use the Call Routing > Class of Control > Access List menu option. From the drop-down list box. click the View Details link. Mobile Voice Access Media Resource Configuration Use the Mobile Voice Access window under Media Resources to assign sets of localized user prompts for Mobile Voice Access. From the drop-down list box. (To modify an access list. If you want to view the details of an access list. choose an access list that applies to this setting.) Choosing an access list that contains no members equates to choosing the Always ring this destination radio button.) Choosing an access list that contains no members equates to choosing to never ring this destination. perform the following procedure: Cisco Unified Communications Manager Features and Services Guide 13-40 OL-15410-01 . Additional Information See the “Related Topics” section on page 13-49.Chapter 13 Configuring Cisco Unified Mobility Cisco Unified Mobility Table 13-8 Remote Destination Configuration Settings (continued) Field Description When receiving a call during the above ring schedule Always ring this destination Click this radio button to cause incoming calls to always ring this remote destination according to the Ring Schedule that you specify. Association Information Line Line Association This entry displays a line that can associate with this remote destination. Do not ring this destination Click this radio button to prevent incoming calls from ringing this remote destination if the caller belongs to the access list that is specified if caller is in in the drop-down list box and according to the Ring Schedule that you specify in the Ring Schedule pane. This setting applies only if the Enable Mobile Connect check box is checked for this remote destination. (To modify an access list. choose an access list that applies to this setting. Ring this destination only if Click this radio button to allow incoming calls to ring this remote destination only if the caller belongs to the access list that is specified in caller is in the drop-down list box and according to the Ring Schedule that you specify in the Ring Schedule pane. This setting applies only if the Enable Mobile Connect check box is checked for this remote destination. If you want to view the details of an access list.

From the drop-down list box. choose Media Resources > Mobile Voice Access. Mobile Voice Access Information Cisco Unified Communications Manager Features and Services Guide OL-15410-01 13-41 . Enter values for the parameters that are described in Table 13-9. The combination of directory number and partition makes the Mobile Voice Access directory number unique. choose a partition for Mobile Voice Access. Table 13-9 Mobile Voice Access Configuration Settings Field Mobile Voice Access Directory Number Mobile Voice Access Partition Description Enter the internal DN to receive Mobile Voice Access calls from the gateway. Mobile Voice Access Configuration Settings Table 13-9 describes the available settings in the Mobile Voice Access window. Additional Information See the “Related Topics” section on page 13-49.Chapter 13 Cisco Unified Mobility Configuring Cisco Unified Mobility Procedure Step 1 Step 2 Step 3 In the menu bar. Click Save.

Refer to the Cisco Unified Communications Manager Locale Installer documentation for details. Use the arrow keys to the right of this pane to reorder the locales that are listed in the pane. page 13-45 Additional Information See the “Related Topics” section on page 13-49. If more than nine locales are installed for Cisco Unified Communications Manager. but you can only save up to nine locales in the Selected Locales pane. Note Remember that you can select a maximum of nine locales. the following message displays: “Update failed.cc_ivruserlocale_orderindex) failed. page 13-43 Configuring an H. Note Mobile Voice Access Localization Cisco Unified Mobility supports a maximum of nine locales. you have two options available.” Selected Locales Use the arrows above this pane to move the locales that you want to select to or from this pane. even if more locales are available in the system. then. Cisco Unified Communications Manager Features and Services Guide 13-42 OL-15410-01 .323 Gateway for System Remote Access by Using PRI. Use the Down Arrow key to move the locales that you select to the Selected Locales pane. they will display in the Available Locales pane. the Cisco Unified Mobility user receives English when the IVR is used during a call. Choose a locale by clicking the locale name. For example.323 Gateway for System Remote Access by Using Hairpinning. depending on whether you are using PRI: • • Configuring an H. If you attempt to configure more than nine locales for Cisco Unified Mobility.323 gateways for Mobile Voice Access. Check constraint (informix.323 Gateway Configuration for Mobile Voice Access To configure H. if English United States displays first in the Selected Locales pane. Additional Information See the “Related Topics” section on page 13-49. use the arrow key to change the order of the chosen locale.Chapter 13 Configuring Cisco Unified Mobility Cisco Unified Mobility Table 13-9 Mobile Voice Access Configuration Settings (continued) Field Available Locales Description This pane displays the locales that have been configured. H. Note Mobile Voice Access uses the first locale that displays in the Selected Locales pane in the Mobile Voice Access window when the IVR is used.

follow these steps. If you do not have an H. and you should not be use them.Chapter 13 Cisco Unified Mobility Configuring Cisco Unified Mobility Configuring an H. Versions 12.323 gateway is used.323 gateway that is configured in Cisco Unified Communications Manager. Procedure Step 1 Note Configure the T1/E1 controller for PRI from PSTN. you must add and configure one. Sample configuration before IOS Version 12. 12.vxml call application voice Unified CM http://<Unified CM cluster Publisher IP Addr>:8080/ccmivr/pages/IVRMainpage. Sample configuration for IOS Version 12. the system presents only the internal extension as the caller ID.323 gateway.3(9).3(14)T1. Sample configuration: • • • • • • • interface Serial 1/0:23 ip address none logging event link-status none isdn switch-type primary 4ess isdn incoming-voice voice isdn bchan-number-order ascending no cdp enable Step 3 Load the VXML application from the Cisco Unified Communications Manager server (Publisher).2(15) have VXML issues.2(11). 12. For more information.3 (13) and later: • • application service CCM http://<Unified CM cluster Publisher IP Addr>:8080/ccmivr/pages/IVRMainpage. When a Mobile Connect call is placed from an internal extension.323 Gateway for System Remote Access by Using PRI If you already have an H. To configure the gateway. refer to the “Adding a Cisco IOS H. and 12. you can use translation patterns to address this issue. Sample configuration: • • • • controller T1 1/0 framing esf linecode b8zs pri-group timeslots 1-24 Step 2 Configure the serial interface for the PRI (T1/E1). you can use it to support system remote access.323 Gateway” section in the Cisco Unified Communications Manager Administration Guide.vxml Although VXML was added in Version 12.3(8). If an H.3(12): • • Note Cisco Unified Communications Manager Features and Services Guide OL-15410-01 13-43 .

you do not need to perform this step.30.3(13) and later: • • • • dial-peer voice 58888 pots service cmm incoming called-number 58888 no digit-strip dial-peer voice 100 pots application CMM (Mobile Connect VXML application) incoming called-number 58888 (where 58888 represents the Mobile Voice Access number) no digit-strip Sample configuration for IOS 12.3 codec g711ulaw dtmf-relay h245-alphanumeric no vad dial-peer voice 102 voip preference 2 destination-pattern <Mobile Voice Access DN> If a generic dial-peer is already configured to terminate the calls and is consistent with the Mobile Voice Access DN.30. Sample configuration for secondary Cisco Unified Communications Manager (if needed): • • • Note • • • • session target ipv4:10.4 codec g711ulaw dtmf-relay h245-alphanumeric no vad Cisco Unified Communications Manager Features and Services Guide 13-44 OL-15410-01 . Sample configuration for IOS 12.Chapter 13 Configuring Cisco Unified Mobility Cisco Unified Mobility Step 4 Configure the dial-peer to associate Mobile Connect application with system remote access.1. you do not need to perform this step.1. Sample configuration for primary Cisco Unified Communications Manager: • • • dial-peer voice 101 voip preference 1 destination-pattern <Mobile Voice Access DN> If a generic dial-peer is already configured to terminate the calls and is consistent with the Mobile Voice Access DN. Note • • • • session target ipv4:10.3(12) and earlier: • • • • Step 5 Add a dial-peer to transfer the calls to the Mobile Voice Access DN that is configured in the “Mobile Voice Access Media Resource Configuration” section on page 13-40.

2(15) have VXML issues. and you should use them. Procedure Step 1 Note Load the VXML application from the Cisco Unified Communications Manager server (Publisher). Versions 12. If this check box is not checked. do not want to connect a separate PRI to H. and 12. and want to use a H.323 Gateway for System Remote Access by Using Hairpinning If you do not have an H.3(12): • • Note Step 2 Configure the dial-peer to associate Mobile Connect application with system remote access. Configuring an H.2(11). Sample configuration before IOS Version 12. you must check the Media Termination Point Required check box.3(8).323 gateway in Cisco Unified Communications Manager for hairpin configuration. 12. For more information.3(13) and later: • • • • • dial-peer voice 1234567 voip service CMM incoming called-number 1234567 codec g711u session target ipv4:<ip_address of call manager> dial-peer voice 1234567 voip application CMM incoming called-number 1234567 codec g711u session target ipv4:<ip_address of call manager> Sample configuration for IOS 12.3(9).323 gateway only to support System Remote Access.Chapter 13 Cisco Unified Mobility Configuring Cisco Unified Mobility Additional Information See the “Related Topics” section on page 13-49. follow these steps.323 gateway.vxml Although VXML was added in Version 12. When you are adding an H.3(12) and earlier: • • • • • Cisco Unified Communications Manager Features and Services Guide OL-15410-01 13-45 .vxml call application voice CMM http://<Unified CM cluster Publisher IP Addr>:8080/ccmivr/pages/IVRMainpage.3(14)T1. you must add and configure one. calls might not complete properly for most gateway images. To configure the gateway.323 gateway. refer to the “Adding a Cisco IOS H. Sample configuration for IOS 12. Sample configuration for IOS Version 12.3 (13) and later: • • application service CMM http://<Unified CM cluster Publisher IP Addr>:8080/ccmivr/pages/IVRMainpage. 12.323 Gateway” section in the Cisco Unified Communications Manager Administration Guide.

you do not need to perform this step.4 voice-class h323 1 codec g711ulaw dtmf-relay h245-alphanumeric no vad voice service voip allow-connections h323 to h323 Sample configuration for secondary Cisco Communications Manager (if needed): • • • Note • • • • • Step 4 Configure hairpin. • • Additional Information See the “Related Topics” section on page 13-49. you do not need to perform this step.1.30.3 voice-class h323 1 codec g711ulaw dtmf-relay h245-alphanumeric no vad dial-peer voice 102 voip preference 2 destination-pattern <Mobile Voice Access DN> If a generic dial-peer is already configured to terminate the calls and is consistent with the Mobile Voice Access DN. Note • • • • • session target ipv4:10. Sample configuration for primary Cisco Communications Manager: • • • dial-peer voice 101 voip preference 1 destination-pattern <Mobile Voice Access DN> If a generic dial-peer is already configured to terminate the calls and is consistent with the Mobile Voice Access DN.Chapter 13 Configuring Cisco Unified Mobility Cisco Unified Mobility Step 3 Add a dial-peer for transferring calls to the Mobile Voice Access DN. Cisco Unified Communications Manager Features and Services Guide 13-46 OL-15410-01 .30. session target ipv4:10.1.

Cisco Unified Communications Manager matches the calling number to the destination number that is configured in the Remote Destination Configuration window. Step 6 Step 7 When a caller calls the DID. • Step 3 Step 4 Step 5 To save the service parameter settings. Set the Matching Caller ID for Remote Destination service parameter.Mobility) section: • • Matching Caller ID with Remote Destination Number of Digits for Caller ID Partial Match No IVR exists with this configuration. the administrator can manipulate the quantity of digits of this number by modifying these service parameters in the Clusterwide Parameters (System . Cisco Unified Communications Manager Features and Services Guide OL-15410-01 13-47 .Mobility) area: • • • Set the Enable Enterprise Feature Access service parameter to True. Procedure Step 1 Step 2 Choose System > Service Parameters. Choose either Complete Match or Partial Match. set the Number of Digits for Caller ID Partial Match service parameter. If you choose Partial Match. Choose Call Routing > Mobility Configuration. Additional Information See the “Related Topics” section on page 13-49. click Save. Specify the partition by choosing a value for the Enterprise Feature Access Directory Number Partition. In the scenario where Cisco Unified Communications Manager Administration prepends the digit 9 to get an outside line.Chapter 13 Cisco Unified Mobility Configuring Cisco Unified Mobility Mobile Voice Access Configuration by Service Parameter To configure Mobile Voice Access without using an H. Refer to the User Guide of the remote phone model for the steps that users perform to make outbound calls and to use Mobile Voice Access. use the following procedure. proceed to set a value for the Number of Digits for Caller ID Partial Match service parameter.323 gateway for this feature. click Save. If you set the Matching Caller ID for Remote Destination service parameter to Partial Match. Set the Mobile Voice Access Number service parameter to the number that is configured in the H.323 gateway. For the Cisco CallManager service. so callers do not receive a prompt. In the Mobility Configuration window. To save the Mobility Configuration settings. set the following service parameters in the Clusterwide Parameters (System . configure the Mobile Access DID by specifying a value in the Enterprise Feature Access Directory Number field that matches the value that you configured for the Mobile Voice Access Number service parameter.

Additional Information See the “Related Topics” section on page 13-49. Step 2 Step 3 Additional Information See the “Related Topics” section on page 13-49. Mobility Softkey Configuration To configure mobility handoff settings for dual-mode phones that are used for Mobile Connect. From the drop-down list box. Note Ensure that each DID number is unique. This number supports transfer. Enter the DID number that is required for enterprise feature access. choose the partition to which the handoff direct inward dial (DID) belongs. perform the following procedure. perform the following procedure: Cisco Unified Communications Manager Features and Services Guide 13-48 OL-15410-01 . conference. Enter the appropriate settings as described in Table 13-10. Click Save. and resume and for two-stage dialing from smartphones. From the drop-down list box. Procedure Step 1 Choose Call Routing > Mobility Configuration. The Mobility Configuration window displays. choose the partition of the DID that is Enterprise Feature Access Directory Number Partition required for enterprise feature access. The handoff feature requires this number. Table 13-10 Mobility Configuration Settings Field Handoff Number Handoff Number Partition Enterprise Feature Access Directory Number Description Enter the DID number for handoff between the Wi-Fi and GSM or CDMA networks. Mobility Configuration Settings Table 13-10 describes the available settings in the Mobility Configuration window.Chapter 13 Configuring Cisco Unified Mobility Cisco Unified Mobility Mobility Setting Configuration To configure mobility settings for handoff of dual-mode phones between the Wi-Fi and Global System for Mobile communication (GSM) or Code Division Multiple Access (CDMA) networks.

Select Configure Software Layout from the Go next to Related Link menu in the upper. page 13-2 List of Cisco Unified Mobility Features. To list the existing templates. right corner of the window and click Go. page 13-10 Time-of-Day Access Configuration. click Standard User and then click Copy. Step 11 Step 12 Additional Information See the “Related Topics” section on page 13-49. Select On Hook from the pull-down list box. click Find. Select Connected from the pull-down list box. To create the new template. See Configuring Cisco Unified IP Phones in the Cisco Unified Communications Manager Administration Guide. page 13-8 Dial-via-Office Reverse Callback. page 13-11 Important Notes for Time-of-Day Access. Add Mobility to the selected Softkeys and click Save. page 13-9 Time-of-Day Access. page 13-2 Definitions. page 13-3 Other Benefits of Cisco Unified Mobility Features. page 13-6 Cisco Unified Mobile Communicator Configuration. Related Topics • • • • • • • • • • • • • • • Introducing Cisco Unified Mobility. Click Save. page 13-12 Directed Call Park via DTMF. page 13-4 Mobile Connect.Chapter 13 Cisco Unified Mobility Related Topics Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 Choose Device > Device Settings > Softkey Template. Choose the Owner User ID for the Mobile Connect phone user. page 13-7 Cisco Unified Mobile Communicator Configuration Details. page 13-5 Mobile Voice Access. page 13-5 Cisco Unified Mobile Communicator. Open the Phone Configuration window and associate the Softkey Template with the created Softkey template. Enter a name and description for the Softkey template and click Save. Add Mobility to the selected Softkeys and click Save. page 13-14 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 13-49 . page 13-13 SIP URI Dialing.

page 13-22 Configuring Cisco Unified Mobility. Cisco Unified Communications Manager System Guide Additional Cisco Documentation • • • • Cisco Unified Serviceability Administration Guide Cisco Unified Communications Manager Security Guide Applicable Cisco Unified IP Phone User Guides Applicable Cisco Unified IP Phone Administration Guides Cisco Unified Communications Manager Features and Services Guide 13-50 OL-15410-01 . page 13-24 Remote Destination Profile Configuration. page 13-19 Number of Supported Calls.Chapter 13 Related Topics Cisco Unified Mobility • • • • • • • • • • • • • • • • • • • • Use Case Scenarios for Cisco Unified Mobility Features. page 13-35 Mobile Voice Access Media Resource Configuration. page 13-19 System Requirements. page 13-23 Access List Configuration.323 Gateway Configuration for Mobile Voice Access. page 13-18 Licensing. page 13-40 H. Cisco Unified Communications Manager Administration Guide Service Parameters Configuration. Cisco Unified Communications Manager Administration Guide Licenses for Cisco Unified Mobility. page 13-15 Interactions and Restrictions. page 13-47 Mobility Setting Configuration. page 13-22 Cisco Unified Mobility Configuration Checklist. page 13-19 Auto Call Pickup. page 13-48 End User Configuration. page 13-29 Remote Destination Configuration. page 13-48 Mobility Softkey Configuration. page 13-21 Migrating from Cisco Unified MobilityManager. page 13-42 Mobile Voice Access Configuration by Service Parameter.

allows Cisco Unified IP Phone users to make calls from web and desktop applications. page 14-3 Installing and Activating Cisco Web Dialer. as well as to access their phone and line configuration. page 14-2 Webdialer Servlet The Webdialer servlet. allows Cisco Unified IP Phone users to make calls from web and desktop applications. This chapter provides the following information about Cisco Web Dialer: • • • • • • • Introducing Cisco Web Dialer. allows Cisco Unified Communications Manager users in a specific cluster to make and complete calls. a Java servlet. page 14-1 Redirector Servlet. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 14-1 . For example. Cisco Web Dialer includes the following main components: • • Webdialer Servlet. used in conjunction with Cisco Unified Communications Manager.CH A P T E R 14 Cisco Web Dialer Cisco Web Dialer. which is installed on a Cisco Unified Communications Manager server and used in conjunction with Cisco Unified Communications Manager. page 14-3 Interactions and Restrictions. An application can interact with the Webdialer servlet through two interfaces: • The SOAP over HTTP interface—This interface that is based on the Simple Object Access Protocol (SOAP) gets used to develop desktop applications such as Microsoft Outlook Add-in and SameTime Client Plug-in. page 14-1 Redundancy. Cisco Web Dialer uses hyperlinked telephone numbers in a company directory to allow users to make calls from a web page by clicking on the telephone number of the person that they are trying to call. page 14-2 System Requirements for Cisco Web Dialer. page 14-5 Related Topics. page 14-4 Configuring Cisco Web Dialer. page 14-13 Introducing Cisco Web Dialer Cisco Web Dialer. Developers can use the isClusterUserSoap interface to design multicluster applications that require functionality similar to a Redirector servlet.

The user enters the Cisco Unified Communications Manager user ID and password and clicks the Submit button. 4. The Redirector servlet redirects the original request from the user to SJ-CM1. 6. Example of Cisco Web Dialer Using the Redirector Servlet For example. 3. Redundancy Because redundancy is important for applications that are running in a multicluster environment. Additional Information See the “Related Topics” section on page 14-13. Redirector Servlet The Redirector servlet. D-CM2. For information on configuring the Webdialer servlet and the Redirector servlet. The Redirector servlet reads only the user identification from this information and sends an isClusterUser HTTPS request to each Cisco Web Dialer server that the system administrator has configured. each one in a single city such as San Jose (SJ-CM). Availability of the Redirector servlet occurs only for multicluster applications and only for applications that are developed by using HTML over HTTPS interfaces. a Java-based Tomcat servlet. For a repeat request. If this request is received for the first time. When a user who is located in San Jose clicks on a telephone number in the corporate directory search window that Cisco Web Dialer enables. The Redirector servlet sends a response that asks for information. The user application (client) sends an initial makeCall HTTPS request to the Redirector servlet. 5. refer to the “Configuring the Webdialer Servlet” section on page 14-6 and the “Configuring the Redirector Servlet (Optional)” section on page 14-10. consider three clusters. Each cluster contains three Cisco Unified Communications Manager servers with Webdialer servlets that have been configured for Cisco Unified Communications Manager servers SJ-CM1. and New York (NY-CM). the Redirector servlet reads the Cisco Web Dialer server cookie and finds it empty. Cisco Unified Communications Manager Features and Services Guide 14-2 OL-15410-01 . the Redirector servlet reads the IP address of the Cisco Web Dialer server that previously serviced the client and sends a isClusterUser HTTPS request only to that server. It redirects that request to the specific Cisco Web Dialer server that is located in that user Cisco Unified Communications Manager cluster. and NY-CM3. Dallas (D-CM). which results in the authentication dialog box opening for the user. this section describes one method to achieve that redundancy. the following actions happen: 1. Developers who use this interface can use the Redirector servlet for designing multicluster applications. 2. finds the Cisco Unified Communications Manager cluster for a request that a Cisco Web Dialer user makes.Chapter 14 Redundancy Cisco Web Dialer • HTML over HTTPS interface—This interface that is based on the HTTPS gets used to develop web-based applications. The system administrator configures the Webdialer servlets on any Cisco Unified Communications Manager server by entering the IP address of that specific Cisco Unified Communications Manager server in the List of Web Dialers service parameter (see the “Setting Service Parameters for the Webdialer Servlet” section on page 14-6).

a Redirector servlet runs on the San Jose cluster and also services the New York and Dallas clusters. otherwise. refer to the suite of documents for Cisco DistributedDirector. This virtual link points to a virtual machine that is using a Cisco DistributedDirector. You can access Cisco Web Dialer from Cisco Unified CM User Options.com:8443/webdialer/Redirector. you must • • Install and configure Cisco Unified Communications Manager. You can launch Cisco Web Dialer from the Directory window. under the Directory link.Chapter 14 Cisco Web Dialer System Requirements for Cisco Web Dialer If a single Redirector servlet is supporting multiple Cisco Web Dialers in a multicluster environment. you could access a URL similar to the following one: https://<IP address of Cisco Unified Communications Manager server>:8443/ccmuser/showhome. page 14-3 Restrictions. refer to the “Related Topics” section on page 14-13. For more information on installing and configuring Cisco DistributedDirector. All the Redirector servlets operate behind this virtual link. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 14-3 . configure Redirector servlets for each cluster. the users who are serviced by all three clusters cannot use Cisco Web Dialer. in Figure 14-1. System Requirements for Cisco Web Dialer Cisco Web Dialer requires the following software components: • • Cisco Unified Communications Manager 5. and the user receives reorder tone. it provides a single point of failure. Interactions and Restrictions The following sections describe the interactions and restrictions for Cisco Web Dialer: • • Interactions. For documentation on installing and configuring Cisco Unified Communications Manager. change that URL to a virtual link such as https://webdialer-service. in Cisco Unified CM User Options.company. If the directory search window points to a URL such as https://sanjoseclustercompany. Additional Information See the “Related Topics” section on page 14-13. Configure Cisco Web Dialer. the user must enter the proper code at the tone. For example.do. For example. page 14-4 Interactions The following interactions apply to Cisco Web Dialer: • When using Client Matter Codes (CMC). the IP phone disconnects.com/webdialer/Redirector. To avoid this single point of failure.0(2) or later Cisco Unified IP Phones that CTI supports To configure your company directory search window for Cisco Web Dialer or the Cisco Unified Communications Manager directory search window. If this Redirector servlet fails to run on the San Jose cluster.

check the check box next to Cisco Web Dialer Web Service. Installing and Activating Cisco Web Dialer Cisco Web Dialer automatically installs on the server on which you installed Cisco Unified Communications Manager. To ensure that the CTI Manager service is started. choose Cisco Unified Serviceability and click Go.Feature Services. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 From the navigation area of the Cisco Unified Communications Manager application. Click Save. Choose the Cisco Unified Communications Manager server that is listed in the Servers drop-down list box. Additional Information Note See the “Related Topics” section on page 14-13. Perform the following procedure to activate Cisco Web Dialer on the Cisco Unified Communications Manager server. Cisco Web Dialer supports only the 7970/71 and 7961/41 IP phone models that run SIP. Cisco Unified Communications Manager Features and Services Guide 14-4 OL-15410-01 . Restrictions Cisco Web Dialer supports phones that run Skinny Client Control Protocol (SCCP) and Session Initiation Protocol (SIP) that Cisco Computer Telephony Integration (CTI) supports. the IP phone disconnects. the user must enter the proper code at the tone. You must also activate and start the CTI Manager service for Cisco Web Dialer to function properly. Choose Tools > Service Activation.Chapter 14 Installing and Activating Cisco Web Dialer Cisco Web Dialer • • When using Forced Authorization Codes (FMC). Cisco Web Dialer uses change notifications on the ApplicationDialRule database table to track and use the updated dial rules. choose Tools >Control Center . From CTI Services. and the user receives reorder tone. from Cisco Unified Serviceability. Note Additional Information See the “Related Topics” section on page 14-13. otherwise.

page 14-6 Setting Service Parameters for the Webdialer Servlet. Cisco Web Dialer Configuration Checklist Table 14-1 provides a configuration checklist for Cisco Web Dialer.Chapter 14 Cisco Web Dialer Configuring Cisco Web Dialer Configuring Cisco Web Dialer This section contains the following information: • • • • • • Cisco Web Dialer Configuration Checklist. page 14-11 Trace Settings (optional). Configure the Webdialer servlet. page 14-13 Cisco Unified Serviceability Administration Guide Cisco Unified Communications Manager Features and Services Guide OL-15410-01 14-5 . page 14-6 Adding Users to the Standard Cisco Unified Communications Manager End Users Group. page 14-10 Configuring Application Dial Rules (Optional). page 14-6 Configuring the Application User. page 14-5 Configuring the Webdialer Servlet. Add each user that you want to use Web Dialer to the Standard End User Group for Cisco Unified Communications Manager. see the “Related Topics” section on page 14-13. page 14-8 Configuring the Redirector Servlet (Optional). page 14-4 Setting Service Parameters for the Webdialer Servlet. page 14-10 Creating a Proxy User (Optional). For more information. (Optional) Configure Cisco Web Dialer trace settings. page 14-10 Configuring Web Dialer for the Local Language. (Optional) Configure the application dial rules for multiple cluster applications. Step 4 Step 5 Step 6 Step 7 Step 8 Determine which language Web Dialer displays by setting the locale field in the Cisco Unified CM User Options menu. page 14-10 Additional Information See the “Related Topics” section on page 14-13. Table 14-1 Cisco Web Dialer Configuration Checklist Configuration Steps Step 1 Step 2 Step 3 Related procedures and topics Installing and Activating Cisco Web Dialer. (Optional) Configure the Redirector servlet. page 14-7 Configuring Web Dialer for the Local Language. page 14-12 Cisco Unified Serviceability Administration Guide Activate the Cisco Web Dialer service. Related Topics. page 14-8 Configuring the Redirector Servlet (Optional). (Optional) Create a proxy user. Step 9 Configure Cisco Web Dialer alarms.

for example.Chapter 14 Configuring Cisco Web Dialer Cisco Web Dialer Configuring the Webdialer Servlet To configure the Webdialer servlet • • • • Activate the Cisco Web Dialer service.19.0. Cisco Unified Communications Manager Administration 5. User Session Expiry (in hours)—Enter the duration. until Cisco Web Dialer Web Service is restarted the next time. If more than one Webdialer servlet per cluster is enabled. A default value of 0 indicates that the login session is valid for an indefinite time. See the “Trace Settings (optional)” section on page 14-12. The end user chooses the appropriate location and proceeds to make the call. Set the Cisco Web Dialer service parameters. The maximum length specifies 15 digits. enter the IP address of the Cisco Unified Communications Manager server and the port number on which Cisco Web Dialer is enabled.0. See the “Setting Service Parameters for the Webdialer Servlet” section on page 14-6.0 and later versions require that you specify a port number. List of Web Dialers—This parameter lists IP addresses for all Cisco Web Dialers in your corporation. Additional Information See the “Related Topics” section on page 14-13. • Primary Cisco CTIManager—Enter the IP address of the primary Cisco CTIManager. Set trace settings (optional). This drop-down menu contains the different locations where the calling party (end user making the call) is located. No IP address implies that no backup Cisco CTIManager exists. Backup Cisco CTIManager—Enter the IP address of the backup Cisco CTIManager. The maximum length specifies 15 digits. The default IP address of the Cisco CTI Manager specifies 127. • • Cisco Unified Communications Manager Features and Services Guide 14-6 OL-15410-01 . which is the local host server that is used to set up Cisco Web Dialer.97:8443” with “8443” as the port number. Configure application user. “172. See the “Installing and Activating Cisco Web Dialer” section on page 14-4. Setting Service Parameters for the Webdialer Servlet Cisco Unified Communications Manager provides the following service parameters for the Webdialer servlet: • CAPF Profile Instance ID for Secure Connection to CTI Manager—This parameter specifies the Instance Id of the Application CAPF Profile for Application User WDSecureSysUser that this Cisco Web Dialer server will use to open a secure connection to CTI Manager. for which the user login session is valid.253. a drop-down menu on the computer displays when the user clicks the telephone number of the person that the user wants to call. To enter new values.1. • Note Ensure that a space separates each IP address and that only one Webdialer servlet per cluster is enabled. in hours.

restart the Cisco Web Dialer Web Service. • Duration of End Call Dialog (in seconds)—Enter the duration. change the setting to False. Note All changes require a restart of the Cisco Web Dialer service for the changes to take effect. To disable the Duration of End Call Dialog service parameter. Duration of End Call Dialog. The default value specifies 15 seconds. From the Server drop-down list box. Enter values for this parameter if your application requires a backup Cisco CTIManager. Procedure Step 1 Step 2 Step 3 Choose System > Service Parameters.) To secure a TLS connection to CTI. This dialog indicates that the user must end the call if the user dialed out in error. Cisco Web Dialer opens a secure connection to CTI Manager by using the Application CAPF profile that is configured in Application CAPF Profile Instance Id for Secure Connection to CTI Manager parameter. to display the dialog to end a call. choose the Cisco Unified Communications Manager server on which you want to configure Cisco Web Dialer service parameters. and the maximum length specifies 168 hours. the End Call dialog does not close automatically. Step 4 For new parameter values to take effect. with a maximum value of 60 seconds and a minimum value of 10 seconds. If the Disable Auto-Close check box is checked. The Web Dialer uses the application user and password that are required to create a CTI provider. Configuring the Application User The Web Dialer needs a CTI connection to make and end calls. see the “Secure TLS Connection to CTI” section on page 14-8.Chapter 14 Cisco Web Dialer Configuring Cisco Web Dialer The minimum length specifies 0 hours. Default values already exist for the parameters Primary Cisco CTIManager. If security is enabled. choose the Cisco Web Dialer Web Service. The parameter Backup Cisco CTIManager does not have any default values that are assigned to it. • • Apply Application Dial Rules on Dial—Default specifies True. and the Hangup button returns the user to the Make Call window. (The database stores this value as application user and the system retrieves it from there. Enter new values if your application requires them. User SessionExpiry (InHours). the user checks the Disable Auto-Close check box in the User Options window. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 14-7 . From the Service drop-down list box. If you do not need Cisco Web Dialer to use application dial rules. and Apply Application Dial Rules (True). CTI Manager Connection Security Flag—This clusterwide parameter indicates whether security for the Cisco Web Dialer service CTI Manager connection gets disabled or complies with the security mode of the cluster. Additional Information See the “Related Topics” section on page 14-13. Use the following procedure initially to set or modify existing service parameters for the Webdialer servlet. in seconds.

Microsoft Internet Explorer (see Figure 14-1). refer to “Application User CAPF Profile Configuration” in the Cisco Unified Communications Manager Administration Guide. for example. If you enable security from the service parameters window. You should configure both the “CTI Manager Connection Security Flag” and the “CAPF Profile Instance ID for Secure Connection to CTI Manager” service parameters for the secure connection to succeed. Click Find. Conversely. Refer to “Application User CAPF Profile Configuration” and “Service Parameters Configuration” in the Cisco Unified Communications Manager Administration Guide. From the Application User Configuration window. To configure a CAPF profile. To change the language that the client displays. Perform the following procedure to configure the application user. You must configure a CAPF profile. The application obtains the new password from the database. The Find and List Application Users window displays. use the browser settings (not the Locale field in the Cisco Unified CM User Options menu). click WDSysUser or WDSecureSysUser. Obtain the secure connection by using the “WDSecureSysUser” application user. Step 2 Step 3 Note Note You can change the password that is associated with the WDSysUser. Configuring Web Dialer for the Local Language Cisco Unified Communications Manager gives precedence to languages that are set up in the client browser. Additional Information See the “Related Topics” section on page 14-13. that is configured for the instance ID for application user WDSecureSysUser to obtain a secure connection. the Cisco Web Dialer will open a secure connection to CTI Manager by using the Application CAPF profile. Procedure Step 1 Note Choose User Management > Application User. in the Application User CAPF Profile Configuration windows in Cisco Unified Communications Manager Administration. Cisco Web Dialer gives precedence to the locale that is configured in the Cisco Unified CM User Options menu. Cisco Web Dialer accesses locales in the following ways: Cisco Unified Communications Manager Features and Services Guide 14-8 OL-15410-01 .Chapter 14 Configuring Cisco Web Dialer Cisco Web Dialer Secure TLS Connection to CTI Cisco Web Dialer supports a secure (TLS) connection to CTI.

provided by JTAPI. Additional Information See the “Related Topics” section on page 14-13. the user must add a user-defined locale in the browser (using the format of ll_CC).Chapter 14 Cisco Web Dialer Configuring Cisco Web Dialer • You can configure a Cisco Web Dialer user for a locale from the Cisco Unified CM User Options menu. When the user logs in to Web Dialer. Refer to Customizing Your Cisco Unified IP Phone on the Web for information on how to set the locale in the Cisco Unified CM User Options menu. by using Microsoft Internet Explorer. When the user logs in to Web Dialer. You can configure a Cisco Web Dialer user for no locale (Locale field is set to None in the Cisco Unified CM User Options menu). Cisco Web Dialer recognizes the browser language only in the format ll_CC. Lines with the same DN: Cisco Web Dialer handles same partition and different devices as shared lines. To change the language of the browser. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 14-9 . For example. the Web Dialer preferences window displays in Japanese. Japanese. as well as line information. for example. Additional Information See the “Related Topics” section on page 14-13. Lines with the same DN: Cisco Web Dialer does not support same partition and in same device. Locale Settings in Microsoft Internet Explorer • Figure 14-1 Refer to the documentation that came with your browser for information on how to change a user-defined locale. the Web Dialer preferences window displays in English. for example. The user can change the language to the browser language. For example. the Japanese locale gets defined as ja_JP. the Japanese locale gets defined as ja_JP. The following list comprises the different available configurations: • • • Lines with the same DN: Cisco Web Dialer handles different partition as different lines. Partition Support Cisco Web Dialer includes partition information.

Cisco Web Dialer must pick up the dial rule change without a restart. From the Service drop-down list box. Additional Information See the “Related Topics” section on page 14-13.Chapter 14 Configuring Cisco Web Dialer Cisco Web Dialer Configuring the Redirector Servlet (Optional) Configure the Redirector servlet only if your applications require multiple clusters. choose the Cisco Web Dialer Web Service. refer to the “Application Dial Rules Configuration” section on page 35-1 in the Cisco Unified Communications Manager Administration Guide for dial rule design and error checking. The following procedure describes how to add users to this group. enter new values that your application requires. The Find and List User Group window displays. Configuring Application Dial Rules (Optional) Ensure that the application dial rules are configured for multiple cluster applications of Cisco Web Dialer. For information on configuring these application dial rules. See the “Setting Service Parameters for the Webdialer Servlet” section on page 14-6 for a description of this service parameter. Cisco Unified Communications Manager Features and Services Guide 14-10 OL-15410-01 . Perform the following procedure to configure the Redirector servlet. Procedure Step 1 Step 2 Step 3 Step 4 Choose System > Service Parameters. Adding Users to the Standard Cisco Unified Communications Manager End Users Group For users to use the Cisco Web Dialer links in the User Directory windows in Cisco Unified Communications Manager. Procedure Step 1 Choose User Management > User Group. choose the Cisco Unified Communications Manager server on which you want to configure the Redirector Servlet. List of Web Dialers. you must add each user to the Standard Cisco Unified Communications Manager End Users Group. Additional Information Note See the “Related Topics” section on page 14-13. For the parameter. From the Server drop-down list box.

The Find and List User Group window displays. Click Add End Users to Group. Click the Standard EM Authentication Proxy Rights link. Step 5 Step 6 Note The users display in the Users in Group table on the User Group Configuration window. If you want to add all users in the list of users. For information on the makeCallProxy interface. You can enable authentication proxy rights for either an existing user or a new user. Additional Information See the “Related Topics” section on page 14-13. Click Find. The Find and List Users window displays. You can enter criteria for a specific user. refer to the makeCallProxy section in the Cisco Web Dialer API Reference Guide. click Select All and then click Add Selected. Procedure Step 1 Choose User Management > User Group. The Find and List Users window displays. click Select All and then Add Selected. Step 2 Step 3 Step 4 Click the Standard CCM End Users link. Check the check box next to the users that you want to add to the user group and click Add Selected. Creating a Proxy User (Optional) Create a proxy user if you are using the makeCallProxy HTML over HTTP interface to develop an application for using Cisco Web Dialer. Authentication Proxy Rights for Existing User Perform the following procedure to enable authentication proxy rights for an existing user. Choose the user to which you want to add proxy rights and click Add Selected. If you want to add all the users in the list. The User Group Configuration window displays. Click Find. Click Find.Chapter 14 Cisco Web Dialer Configuring Cisco Web Dialer Click Find. Step 2 Step 3 Step 4 Note Cisco Unified Communications Manager Features and Services Guide OL-15410-01 14-11 . The User Group Configuration window displays. Click Add End Users to Group. You can also add a criteria for a specific user.

The Find and List Users window displays. Enter the following mandatory fields: Last Name. The same trace settings apply to both Cisco Web Dialer and Redirector. Choose the user to which you want to add proxy rights and click Add Selected. Click the Standard EM Authentication Proxy Rights link. Authentication Proxy Rights for New User Perform the following procedure to enable authentication proxy rights for a new user. If you want to add all the users in the list.Chapter 14 Configuring Cisco Web Dialer Cisco Web Dialer The user displays in the Users in Group table on the User Configuration window. Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Note The user displays in the Users in Group table on the User Configuration window. User ID. Confirm Password. The Find and List User Group window displays. Click Add New. PIN. Use the following CLI commands to access the trace files: file get activelog tomcat/logs/webdialer/log4j file get activelog tomcat/logs/redirector/log4j You can use the Cisco Unified Real-Time Monitoring Tool (RTMT) to collect traces. Note Cisco Unified Communications Manager Features and Services Guide 14-12 OL-15410-01 . You can also enter criteria for a specific user. Choose User Management > User Group. Click Find. Perform the following procedure to enable debug traces for Cisco Web Dialer. Click Add End Users to Group. click Select All and then click Add Selected. Procedure Step 1 Step 2 Step 3 Choose User Management > End User. Trace Settings (optional) You can configure trace settings from Cisco Unified Serviceability Administration. The User Group Configuration window displays. Click Save. Additional Information See the “Related Topics” section on page 14-13. and Confirm PIN. Password.

Refer to the Cisco Unified Communications Manager Documentation Guide for Release 7. Cisco Unified IP Phone User Guides for Cisco Unified Communications Manager—The Customizing Your Phone on the Web section of each User Guide describes how to use the Cisco Unified CM User Options windows. Click Save. Step 6 Additional Information See the “Related Topics” section on page 14-13. Related Topics • • • Service Parameters Configuration. In the Trace Configuration window. choose Cisco Unified Serviceability and then click Go. From the Server drop-down list box.0. Cisco Unified Communications Manager Administration Guide Application Dial Rules Configuration. so the user can make calls from the web by clicking a telephone number that is linked to the company directory. Cisco Unified Communications Manager Administration Guide Additional Cisco Documentation • • Cisco Unified Serviceability Administration Guide Cisco Unified Communications Manager Release 7. • • Cisco Unified Communications Manager Features and Services Guide OL-15410-01 14-13 . For more information on traces. Cisco Unified IP Phones for Cisco Unified Communications Manager—This suite of documents relates to the installation and configuration of Cisco Unified IP Phones. This section provides information on Cisco Web Dialer. choose the server on which you want to enable traces for Cisco Web Dialer. choose the Cisco Web Dialer Web Service. refer to the Cisco Unified Serviceability Administration Guide.0—This suite of documents relates to the installation and configuration of Cisco Unified Communications Manager. change the trace settings according to your troubleshooting requirements. Cisco Unified Communications Manager Administration Guide Cisco Unified IP Phone Configuration. From the Service drop-down list box.Chapter 14 Cisco Web Dialer Related Topics Procedure Step 1 Step 2 Step 3 Step 4 Step 5 From the navigation drop-down list box of the Cisco Unified Communications Manager application.0(1) for a list of documents on installing and configuring Cisco Unified Communications Manager 7. Choose Trace > Configuration.

Chapter 14 Related Topics Cisco Web Dialer Cisco Unified Communications Manager Features and Services Guide 14-14 OL-15410-01 .

The CMC and FAC features require that you make changes to route patterns and update your dial plan documents to reflect that you enabled or disabled FAC and/or CMC for each route pattern. page 15-5 Client Matter Codes Configuration.CH A P T E R 15 Client Matter Codes and Forced Authorization Codes Forced Authorization Codes (FAC) and Client Matter Codes (CMC) allow you to manage call access and accounting. page 15-2 Interactions and Restrictions. CMC assists with call accounting and billing for billable clients. The Forced Authorization Codes feature forces the user to enter a valid authorization code before the call completes. page 15-6 CMC Configuration Settings. page 15-5 Installation of CMC and FAC. page 15-9 Forced Authorization Codes Configuration. while Forced Authorization Codes regulate the types of calls that certain users can place. page 15-13 Using CDR Analysis and Reporting. page 15-13 Providing Information to Users. page 15-2 Introducing Forced Authorization Codes. page 15-14 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 15-1 . page 15-8 Enabling Client Matter Codes For Route Patterns. page 15-11 Enabling Forced Authorization Codes for Route Patterns. Client matter codes force the user to enter a code to specify that the call relates to a specific client matter. You can assign client matter codes to customers. page 15-4 Related Topics. page 15-5 CMC and FAC Configuration Checklist. This chapter contains information on the following topics: • • • • • • • • • • • • • • • Introducing Client Matter Codes. students. page 15-3 System Requirements. page 15-9 FAC Configuration Settings. or other populations for call accounting and billing purposes.

individuals. For example. which causes the system to prompt users for the client code when the phone number that is entered starts with the number 8. The name of the authorization writes to call detail records (CDRs). obtain a a list of all clients. for calls that do not relate to clients. and the system prompts the user for the client code. Then. individual. which generates reports for client accounting and billing. Before you implement CMC. When the user enters a valid CMC. for client-related calls. the user enters the appropriate CMC. and so on) that you want to track. You enable or disable CMC through route patterns. for general calls that are not related to clients. universities. users must obtain CMCs and a code. you must enable CMC for new or existing route patterns. Tip Introducing Forced Authorization Codes When you enable FAC through route patterns in Cisco Unified Communications Manager Administration.Chapter 15 Introducing Client Matter Codes Client Matter Codes and Forced Authorization Codes Introducing Client Matter Codes To use the Client Matter Codes feature. In this situation. and other businesses or organizations where tracking the length of the call for each client is required. or whether your organization requires a special code structure. For each user. if the user enters an invalid code. when you assign unique authorization codes. make sure that you update your dial plan documents to indicate the CMC-enabled route patterns. and you can configure multiple client matter codes. you can determine which users placed calls. When a user dials a number that is routed through a FAC-enabled route pattern. The CMC writes to the CDR. if the call does not relate to a client. reorder occurs. After you configure CMC. In Cisco Unified Communications Manager Administration. so you can organize the information by using CDR Analysis and Reporting (CAR). users must enter an authorization code to reach the intended recipient of the call. a user dials a phone number. a user may dial 8-214-555-1234 to invoke CMC. the call occurs. so you can collect the information by using CDR Analysis and Reporting (CAR). a tone prompts the user for the client matter code. The Client Matter Codes feature benefits law offices. Implementing CMC in this manner provides a means to invoke CMC and allows the existing dial plan to remain intact. such as 555. the user enters 555. If the authorization is accepted. consider enabling CMC for most or all route patterns in the dial plan. For each client (or group. When a user dials a number that is routed through a CMC-enabled route pattern. arbitrarily. and so on that you plan to track through CMC. Determine whether you can assign the codes consecutively. If only a select number of users must enter a CMC. If the user authorization code does not meet or exceed the level of authorization that is specified to route the dialed number. using existing client account numbers for CMC. consider creating a new route pattern specifically for CMC. users must enter a client matter code to reach certain dialed numbers. For example. you can configure various levels of authorization. You can use FAC for colleges. All calls automatically prompt the users for a CMC. use 8. if the call relates to a client matter.@. groups. accounting firms. consulting firms. which generates reports for accounting and billing. parties. Likewise. the call occurs. the system plays a tone that prompts for the authorization code. the users just dial 214-555-1234 as usual. in Cisco Unified Communications Manager Administration. you specify an authorization code. or any business or organization when limiting access to specific classes of calls proves beneficial. for example. and the users do not have to invoke CMC or dial special digits. for example. you must add a client matter code in the Client Matter Code Configuration window of Cisco Unified Communications Manager Administration. the user receives a reorder tone. If you want users to enter a CMC for most calls. then enable Cisco Unified Communications Manager Features and Services Guide 15-2 OL-15410-01 .

test the number before you configure call forwarding. if you are prompted for a code. Before you define the levels. Tip Interactions and Restrictions You can implement CMC and FAC separately or together. You can configure call forwarding. Configure an authorization level of 30 for international calls. Before you implement CMC and FAC. hearing-impaired users should wait 1 or 2 seconds before entering the authorization or client matter code. so the feature tells the user to enter the authorization code after the first tone and enter the CMC after the second tone. you may authorize users to place certain classes of calls. Cisco Unified Communications Manager provides redundancy. This limitation applies to call forwarding that is configured in Cisco Unified Communications Manager Administration or the Cisco Unified CM User Options pages. configure an authorization level of 20 for intrastate long-distance calls in North America. Incrementing authorization levels by 10 establishes a structure that provides scalability when you need to add more authorization codes. For example. forwarded calls that use these route patterns drop because no code is entered. Because intrastate calls often cost more than interstate calls. which handles the normal processes that are in place for Cisco Unified Communications Manager. but all calls that are forwarded to a FAC. To implement FAC. If you implement CMC and FAC together as described in the previous example. the user dials a number.or CMC-enabled route pattern fail because no user is present to enter the code. and then enters the client matter code at the next prompt. Calls that are forwarded to a FAC. CMC and FAC tones sound the same to the user. The CMC and FAC features work with all Cisco Unified IP Phones and MGCP-controlled analog gateways. and also assign the class of calls to a specific client. enters the user-specific authorization code when prompted to do so. the user receives reorder. To minimize call-processing interruptions.Chapter 15 Client Matter Codes and Forced Authorization Codes Interactions and Restrictions FAC for relevant route patterns by selecting the appropriate check box and specifying the minimum authorization level for calls through that route pattern. do not configure call forwarding for that number. You must specify authorization levels in the range of 0 to 255. so you define what the numbers mean for your organization.or CMC-enabled route pattern. update your dial plan documents to define the FAC-enabled route patterns and configured authorization level. Cisco allows authorization levels to be arbitrary. review the following restrictions: • • After dialing the phone number. dial the intended forwarding number. and call forwarding fails. When a user presses the CFwdALL softkey and enters a number that has FAC or CMC enabled on the route pattern. you must devise a list of authorization levels and corresponding descriptions to define the levels. Advise users of this practice to reduce the number of complaints that result from forwarded calls that do not reach the intended destination.or CMC-enabled route pattern results in reorder. After you update the route patterns in Cisco Unified Communications Manager Administration. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 15-3 . You cannot prevent the configuration of call forwarding to a FAC. such as long distance calls. To do this. which represent examples or levels that you can configure for your system: • • • Configure an authorization level of 10 for interstate long-distance calls in North America. review the following considerations.

or CMC-enabled route pattern.or CMC-enabled route pattern. the system waits for the T302 timer to extend the call. creates an ad hoc conference. H. Using FAC/CMC with CTI. You cannot configure authorization code or CMC for speed-dial buttons. the Allow Overlap Sending check box becomes disabled. so the application must send the codes to Cisco Unified Communications Manager. and TAPI Applications” section on page 15-4. • • • • • • • • Using the Cisco Bulk Administration Tool You can use Bulk Administration Tool (BAT) to insert. The CMC and FAC features use the same default tone for any locale that is supported with Cisco Unified Communications Manager. JTAPI.323 analog gateways do not support FAC or CMC because these gateways cannot play tones. For more information on how to perform these tasks. and TAPI Applications In most cases.or CMC-enabled route pattern. the user receives no tone. and CMCs. If you check the Require Forced Authorization Code or the Require Client Matter Code check box on the Route Pattern Configuration window. after a Cisco IP Softphone user dials a directory number.Chapter 15 Interactions and Restrictions Client Matter Codes and Forced Authorization Codes • • Cisco does not localize FAC or CMC. refer to the Cisco Unified Communications Manager Bulk Administration Guide that is compatible with this release of Cisco Unified Communications Manager. you must enter the authorization code or CMC when the number that you dialed is routed through a FAC. update. however. the Require Forced Authorization Code and the Require Client Matter Code check boxes become disabled. Restrictions apply to CTI devices that support FAC and CMC. the user must enter a code after receiving the tone. the user can use CMC and FAC by waiting 1 or 2 seconds before entering the code. TAPI/JTAPI ports. When a user places a call. For more information. Cisco Web Dialer does not support FAC or CMC. Cisco IP Softphone cannot play tones. Cisco Unified Communications Manager can alert a CTI. or TAPI application that the user must enter a code during a call. refer to the CDR Analysis and Reporting Administration Guide. and MGCP FXS ports. For information on how to generate reports in CAR. When you press the Redial softkey on the phone. and delete CMC and FAC. If you do not append the FAC or CMC with #. If you check the Allow Overlap Sending check box. authorization levels. or performs a consult transfer through a FAC. JTAPI. Cisco Unified Communications Manager Features and Services Guide 15-4 OL-15410-01 . JTAPI. see the “Using FAC/CMC with CTI. The FAC and CMC tones can only be played on phones that are running SCCP. If Cisco Unified Communications Manager receives the appropriate codes. The CMC and FAC features do not support overlap sending because the Cisco Unified Communications Manager cannot determine when to prompt the user for the code. When a user redirects or blind transfers a call through a FAC. Cisco does not save the code that you entered for the previous call. Using CDR Analysis and Reporting CDR Analysis and Reporting (CAR) allows you to run reports that provide call details for authorization code names. You must enter the code when the system prompts you to do so.

file with your dial plan documents. Cisco Unified Communications Manager does not support call forwarding through FAC. the Forced Authorization Codes comma separated values (CSV) file in BAT can serve as a Configuration. For more information. Table 15-1 Cisco CMC and FAC Configuration Checklist Configuration Steps Step 1 Step 2 Related Procedures and Topics Interactions and Restrictions. Design and document the system.Chapter 15 Client Matter Codes and Forced Authorization Codes System Requirements the call connects to the intended party. add or update route patterns in Cisco Unified Communications Manager Administration. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 15-5 . To make these features work in your Cisco Unified Communications Manager network. Installation of CMC and FAC The CMC and FAC features install automatically when you install Cisco Unified Communications Manager. Step 3 Insert the codes by using Cisco Unified Communications Manager Client Matter Codes Configuration. and so on. page 15-3 Introducing Client Matter Codes. page 15-2 Introducing Forced Authorization Codes. If Cisco Unified Communications Manager does not receive the appropriate codes. page 15-13 Step 4 To enable FAC or CMC. corresponding names. page 15-6 Tip Consider using BAT for small or large batches of codes. corresponding levels. Step 5 Update your dial plan documents or keep a printout of the BAT CSV Refer to your dial plan documents. Enabling Client Matter Codes For Route Patterns. for example. System Requirements The minimum requirements for CMC and FAC specify that every server in the cluster must have Cisco Unified Communications Manager 5. you must perform the tasks that are described in the “CMC and FAC Configuration Checklist” section on page 15-5.0 or a later version.or CMC-enabled route patterns. document a list of client matters that you want to track. CMC and FAC Configuration Checklist Use Table 15-1 as a guide when you configure CMC and FAC. see the “Interactions and Restrictions” section on page 15-3. Cisco Unified Communications Manager sends an error to the application that indicates which code is missing. page 15-9 Enabling Forced Authorization Codes for Route Patterns. Administration or by using Bulk Administration Tool (BAT). page 15-2 Review feature limitations. page 15-9 blueprint for the codes.

Cisco Unified Communications Manager Features and Services Guide 15-6 OL-15410-01 . choose a search pattern. go to Step 3. The Find and List window displays. choose a search parameter. If you navigate to other menu items and return to this menu item. page 15-6 Configuring Client Matter Codes. page 15-8 Enabling Client Matter Codes For Route Patterns. Cisco Unified Communications Manager Administration retains your search preferences. for example. page 15-9 Providing Information to Users. To locate CMCs. From the second drop-down list box.Chapter 15 Client Matter Codes Configuration Client Matter Codes and Forced Authorization Codes Table 15-1 Cisco CMC and FAC Configuration Checklist (continued) Configuration Steps Step 6 Related Procedures and Topics Provide all necessary information. To filter or search records: • • • Step 2 From the first drop-down list box. to users and Providing Information to Users. ensure the dialog box is empty. page 15-8 CMC Configuration Settings. codes. if applicable. page 15-7 Deleting Client Matter Codes. page 15-13 Client Matter Codes Configuration After you obtain the list of CMCs that you plan to use. you add those codes to the database and enable the CMC feature for route patterns. perform the following procedure: During your work in a browser session. explain how the features works. To find all records in the database. Procedure Step 1 Note Choose Call Routing > Client Matter Codes. This section contains the information on the following topics: • • • • • • Finding Client Matter Codes. page 15-13 Finding Client Matter Codes Cisco Unified Communications Manager lets you locate specific CMCs on the basis of specific criteria. Cisco Unified Communications Manager Administration retains your search preferences until you modify your search or close the browser. Specify the appropriate search text.

To add or update CMCs in Cisco Unified Communications Manager Administration. the BAT comma separated values (CSV) file provides a record of CMCs and client names. After you configure CMC. Click Save. All or matching records display. Additional Information See the “Related Topics” section on page 15-14. Step 2 Step 3 Enter the appropriate settings as described in Table 15-2. Continue with Step 2. make sure that you update your dial plan documents or keep a printout of the BAT CSV file with your dial plan documents. You can change the number of items that display on each page by choosing a different value from the Rows per Page drop-down list box. locate the CMC that you want to update. If you use BAT. To update CMCs. You can delete multiple records from the database by checking the check boxes next to the appropriate record and clicking Delete Selected. if available. Note Step 4 From the list of records that display. the system searches for a record that matches all criteria that you specify. click the link for the record that you want to view. as described in the “Finding Client Matter Codes” section on page 15-6 and continue with Step 2. Step 3 Click Find. click the – button to remove the last added criteria or click the Clear Filter button to remove all added search criteria. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 15-7 . click the + button. in the list header. To reverse the sort order. Note The window displays the item that you choose. Configuring Client Matter Codes You enter CMCs in Cisco Unified Communications Manager Administration or through the Cisco Bulk Administration Tool (BAT).Chapter 15 Client Matter Codes and Forced Authorization Codes Configuring Client Matter Codes Note To add additional search criteria. You can delete all configurable records for this selection by clicking Select All and then clicking Delete Selected. click the up or down arrow. To remove criteria. perform the following procedure: Procedure Step 1 Perform one of the following tasks: • • To add CMCs. choose Call Routing > Client Matter Codes and click Add New. When you add criteria.

Enter a name of no more than 50 characters.Chapter 15 CMC Configuration Settings Client Matter Codes and Forced Authorization Codes Step 4 After you add all CMCs. This optional field associates a client code with a client. as described in the “Finding Client Matter Codes” section on page 15-6. perform the following procedure: Procedure Step 1 Step 2 Step 3 Locate the CMC that you want to delete. Additional Information See the “Related Topics” section on page 15-14. The CMC displays in the CDRs for calls that use this code. Additional Information See the “Related Topics” section on page 15-14. After the Client Code Matter Configuration window displays. Cisco Unified Communications Manager Features and Services Guide 15-8 OL-15410-01 . CMC Configuration Settings Use Table 15-2 in conjunction with the “Configuring Client Matter Codes” section on page 15-7. click OK. Table 15-2 Configuration Settings for Adding a CMC Setting Client Matter Code Description Enter a unique code of no more than 16 digits that the user will enter when placing a call. see the “Enabling Client Matter Codes For Route Patterns” section on page 15-9. Deleting Client Matter Codes To delete a CMC in Cisco Unified Communications Manager Administration. Description Additional Information See the “Related Topics” section on page 15-14. To continue with the deletion. click Delete.

If you added a new route pattern. click Save. click Save. check the Require Client Matter Code check box. page 15-13 Enabling Forced Authorization Codes for Route Patterns. refer to “Route Pattern Configuration” in the Cisco Unified Communications Manager Administration Guide. page 15-13 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 15-9 .Chapter 15 Client Matter Codes and Forced Authorization Codes Enabling Client Matter Codes For Route Patterns Enabling Client Matter Codes For Route Patterns Perform the following steps to enable CMCs on route patterns: Procedure Step 1 Step 2 In Cisco Unified Communications Manager Administration. choose Call Routing > Route/Hunt > Route Pattern. • Step 3 Step 4 In the Route Pattern Configuration window. page 15-11 Providing Information to Users. Forced Authorization Codes Configuration To configure FACs. page 15-10 Configuring Forced Authorization Codes. page 15-11 Deleting Forced Authorization Codes. page 15-12 FAC Configuration Settings. Additional Information See the “Related Topics” section on page 15-14. page 15-5 Finding Forced Authorization Codes. Perform one of the following tasks: • • If you updated the route pattern. see the following sections: • • • • • • • CMC and FAC Configuration Checklist. as described in “Route Pattern Configuration” in the Cisco Unified Communications Manager Administration Guide. enter search criteria in the Find and List Route Pattern window. Step 5 Step 6 Repeat Step 2 through Step 4 for all route patterns that require a client matter code. To add a new route pattern. see the “Providing Information to Users” section on page 15-13. After you complete the route pattern configuration. Perform one of the following tasks: • To update an existing route pattern.

perform the following procedure: During your work in a browser session. The Find and List window displays. Note The window displays the item that you choose. click the – button to remove the last added criteria or click the Clear Filter button to remove all added search criteria. Note Step 4 From the list of records that display. choose a search pattern. if applicable. click the up or down arrow. Specify the appropriate search text. Cisco Unified Communications Manager Administration retains your search preferences. From the second drop-down list box. To remove criteria. click the + button. You can change the number of items that display on each page by choosing a different value from the Rows per Page drop-down list box. To locate FACs. ensure the dialog box is empty. Cisco Unified Communications Manager Features and Services Guide 15-10 OL-15410-01 . in the list header. Cisco Unified Communications Manager Administration retains your search preferences until you modify your search or close the browser. All or matching records display. click the link for the record that you want to view. the system searches for a record that matches all criteria that you specify. To add additional search criteria. If you navigate to other menu items and return to this menu item. Additional Information See the “Related Topics” section on page 15-14. To find all records in the database. When you add criteria. To filter or search records: • • • Step 2 From the first drop-down list box. if available.Chapter 15 Finding Forced Authorization Codes Client Matter Codes and Forced Authorization Codes Finding Forced Authorization Codes Cisco Unified Communications Manager allows you to locate specific FACs on the basis of specific criteria. Procedure Step 1 Note Choose Call Routing > Forced Authorization Codes. choose a search parameter. You can delete multiple records from the database by checking the check boxes next to the appropriate record and clicking Delete Selected. You can delete all configurable records for this selection by clicking Select All and then clicking Delete Selected. Note Step 3 Click Find. To reverse the sort order. go to Step 3.

Perform one of the following tasks: • • To add a new FAC. To add a small number of authorization codes in Cisco Unified Communications Manager Administration. make sure that you update your dial plan documents or keep a printout of the CSV file with your dial plan documents. click Add New. FAC Configuration Settings Use Table 15-3 in conjunction with the “Configuring Forced Authorization Codes” section on page 15-11. Click Save. see the “Related Topics” section on page 15-14. Procedure Step 1 Step 2 Note In Cisco Unified Communications Manager Administration. After you add all authorization codes. choose Call Routing > Forced Authorization Codes. perform the steps in the following procedure. To update an FAC. For future reference. and corresponding levels. configure the authorization codes. corresponding names. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 15-11 . Step 3 Step 4 Using the configuration settings in Table 15-3.Chapter 15 Client Matter Codes and Forced Authorization Codes Configuring Forced Authorization Codes Configuring Forced Authorization Codes After you design your FAC implementation. see the “Enabling Forced Authorization Codes for Route Patterns” section on page 15-13. For more information. Note Additional Information See the “Related Topics” section on page 15-14. Consider using BAT for large batches of authorization codes. locate the authorization code that you want to update as described in the “Finding Forced Authorization Codes” section on page 15-10. you enter authorization codes either in Cisco Unified Communications Manager Administration or through the Cisco Bulk Administration Tool (BAT). the comma separated values (CSV) file in BAT serves as a blueprint for authorization codes.

Enter a three-digit authorization level that exists in the range of 0 to 255. this name displays in the CDRs for calls that use this code. The level that you assign to the authorization code determines whether the user can route calls through FAC-enabled route patterns. Cisco Unified Communications Manager Features and Services Guide 15-12 OL-15410-01 .Chapter 15 Deleting Forced Authorization Codes Client Matter Codes and Forced Authorization Codes Table 15-3 Configuration Settings for FAC Setting Authorization Code Name Description Enter a unique name that is no more than 50 characters. click OK. This name ties the authorization code to a specific user or group of users. To successfully route a call. The user enters this code when the user places a call through a FAC-enabled route pattern. Deleting Forced Authorization Codes To delete a FAC. perform the following procedure: Procedure Step 1 Step 2 Step 3 Locate the authorization code that you want to delete. Authorization Code Authorization Level Additional Information See the “Related Topics” section on page 15-14. After the Forced Authorization Code Configuration window displays. the user authorization level must equal or be greater than the authorization level that is specified for the route pattern for the call. Additional Information See the “Related Topics” section on page 15-14. Enter a unique authorization code that is no more than 16 digits. click Delete. as described in the “Finding Forced Authorization Codes” section on page 15-10. To continue with the deletion. the default equals 0.

Tip Step 5 Step 6 Repeat Step 2 through Step 4 for all route patterns that require an authorization code. For FAC. you can specify the authorization level because the database stores the number that you specify. choose Call Routing > Route/Hunt > Route Pattern. Inform users that they can start entering the code before the tone completes. for example. check the Require Forced Authorization Code check box. before a user notifies a phone administrator about a problem. To add a new route pattern. see the “Providing Information to Users” section on page 15-13. and so on. the system attributes calls that are placed with the user authorization code to the user or the user department. Even if you do not check the Require Forced Authorization Code check box.Chapter 15 Client Matter Codes and Forced Authorization Codes Enabling Forced Authorization Codes for Route Patterns Enabling Forced Authorization Codes for Route Patterns Perform the following steps to enable FACs for route patterns: Procedure Step 1 Step 2 In Cisco Unified Communications Manager Administration. Click Save. as described in “Route Pattern Configuration” in the Cisco Unified Communications Manager Administration Guide. refer to “Route Pattern Configuration” in the Cisco Unified Communications Manager Administration Guide. Advise users to memorize the authorization code or to keep a record of it in a secure location. • Step 3 Step 4 In the Route Pattern Configuration window. Providing Information to Users After you configure the feature(s). users should hang up and retry the dialed number and code. communicate the following information to your users: • • Inform users about restrictions that are described in “Interactions and Restrictions” section on page 15-3. Advise users of the types of calls that users can place. Provide users with all necessary information to use the features. Inform users that dialing a number produces a tone that prompts for the codes. authorization level. Additional Information See the “Related Topics” section on page 15-14. enter search criteria in the Find and List Route Pattern window. client matter code. • • • Cisco Unified Communications Manager Features and Services Guide OL-15410-01 15-13 . authorization code. After you complete the route pattern configuration. Perform one of the following tasks: • To update an existing route pattern.

If the reorder tone persists. The phone plays a reorder tone when the user enters an invalid code. users should notify the phone or system administrator that a problem may exist with the code.Chapter 15 Related Topics Client Matter Codes and Forced Authorization Codes • To immediately route the call after the user enters the code. page 15-11 Deleting Forced Authorization Codes. the users can press # on the phone. page 15-11 Enabling Forced Authorization Codes for Route Patterns. the call occurs after the interdigit timer (T302) expires. otherwise. page 15-10 Configuring Forced Authorization Codes. page 15-13 Client Matter Codes • • • • • • • Introducing Client Matter Codes. Cisco Unified Communications Manager Administration Guide Understanding Route Plans. page 15-8 CMC Configuration Settings. that is. Cisco Unified Communications Manager System Guide Interactions and Restrictions. page 15-5 Finding Client Matter Codes. page 15-6 Configuring Client Matter Codes. after 15 seconds by default. Related Topics • • • • Route Pattern Configuration. If users misdial the code. page 15-5 Finding Forced Authorization Codes. page 15-7 Deleting Client Matter Codes. page 15-5 Forced Authorization Codes • • • • • • • Introducing Forced Authorization Codes. the user must hang up and try the call again. page 15-2 CMC and FAC Configuration Checklist. page 15-8 Enabling Client Matter Codes For Route Patterns. page 15-9 Additional Cisco Documentation • • • Cisco Unified Communications Manager Bulk Administration Guide Cisco Unified Communications Manager Administration Guide CDR Analysis and Reporting Administration Guide Cisco Unified Communications Manager Features and Services Guide 15-14 OL-15410-01 . page 15-12 FAC Configuration Settings. • Additional Information See the “Related Topics” section on page 15-14. page 15-3 System Requirements. page 15-2 CMC and FAC Configuration Checklist.

exist in the TFTP directory on each Cisco Unified Communications Manager server. The PCM files.xml File Format Requirements.xml) that describes the ring list options that are available at your site. This chapter covers the following topics: • • • • • Introducing Custom Phone Rings.xml file. page 16-2 Ringlist. page 16-2 PCM File Requirements for Custom Ring Types.xml file from the system using the following admin cli “file” commands: • admin:file – file list* – file view* – file search* – file get* – file dump* – file tail* – file delete* Cisco Unified Communications Manager Features and Services Guide OL-15410-01 16-1 . You can get a copy of the Ringlist. page 16-3 Configuring a Custom Phone Ring.CH A P T E R 16 Custom Phone Rings This chapter describes how you can customize the phone ring types that are available at your site by creating your own PCM files and editing the Ringlist. along with an XML file (named Ringlist. page 16-3 Introducing Custom Phone Rings Cisco Unified IP Phones ship with two default ring types that are implemented in hardware: Chirp1 and Chirp2. Cisco Unified Communications Manager also provides a default set of additional phone ring sounds that are implemented in software as pulse code modulation (PCM) files. page 16-1 Customizing and Modifying Configuration Files.

The Ringlist. edit the xml files) and add customized files (for example. from the TFTP Server File Upload page.xml file that defines two phone ring types: <CiscoIPPhoneRinglist> <Ring> <DisplayName>Analog Synth 1</DisplayName> <FileName>Analog1. Tip The DisplayName and FileName fields must not exceed 25 characters. The following example shows a Ringlist.xml file can include up to 50 ring types. Each ring type contains a pointer to the PCM file that is used for that ring type and the text that will display on the Ring Type menu on a Cisco Unified IP Phone for that ring. call back tones. You can modify files and/or add customized files to the TFTP directory in Cisco Unified Communications Platform Administration.Chapter 16 Customizing and Modifying Configuration Files Custom Phone Rings Customizing and Modifying Configuration Files You can modify configuration files (for example. Ringlist.xml File Format Requirements The Ringlist.xml file defines an XML object that contains a list of phone ring types. The CiscoIPPhoneRinglist XML object uses the following simple tag set to describe the information: <CiscoIPPhoneRinglist> <Ring> <DisplayName/> <FileName/> </Ring> </CiscoIPPhoneRinglist> The following characteristics apply to the definition names: • • DisplayName defines the name of the custom ring for the associated PCM file that will display on the Ring Type menu of the Cisco Unified IP Phone.raw</FileName> </Ring> <Ring> <DisplayName>Analog Synth 2</DisplayName> <FileName>Analog2. phone backgrounds) to the TFTP directory. Cisco Unified Communications Manager Features and Services Guide 16-2 OL-15410-01 . FileName specifies the name of the PCM file for the custom ring to associate with DisplayName.raw</FileName> </Ring> </CiscoIPPhoneRinglist> Tip You must include the required DisplayName and FileName for each phone ring type. custom ring tones. Refer to the Cisco Unified Communications Operating System Administration Guide for information on how to upload files to the TFTP folder on a Cisco Unified Communications Manager server.

Configuring a Custom Phone Ring The following procedure applies to creating custom phone rings for only the Cisco Unified IP Phones 7940. Upload the Ringlist.xml file. Cisco Unified Communications Manager System Guide Service Parameters Configuration. Related Topics • • Cisco TFTP. you can use any standard audio editing packages that support these file format requirements.xml File Format Requirements” section on page 16-2 for information on how to format this file. Cisco Unified Communications Manager Administration Guide Cisco Unified Communications Manager Features and Services Guide OL-15410-01 16-3 .xml file. 7960.Chapter 16 Custom Phone Rings PCM File Requirements for Custom Ring Types PCM File Requirements for Custom Ring Types The PCM files for the rings must meet the following requirements for proper playback on Cisco Unified IP Phones: • • • • • • • • • Raw PCM (no header) 8000 samples per second 8 bits per sample mu-law compression Maximum ring size—16080 samples Minimum ring size—240 samples Number of samples in the ring evenly divisible by 240 Ring starts and ends at the zero crossing. Step 2 Step 3 Step 4 Step 5 Additional Information See the “Related Topics” section on page 16-3. stop and start the TFTP service by using Cisco Unified Serviceability or disable and reenable the “Enable Caching of Constant and Bin Files at Startup” TFTP service parameter (located in the Advanced Service Parameters). Procedure Step 1 Create a PCM file for each custom ring (one ring per file). along with a sample Ringlist. and 7970. To create PCM files for custom phone rings. To cache the new Ringlist. See the “Ringlist. Ensure that the PCM files comply with the format guidelines that are listed in the “PCM File Requirements for Custom Ring Types” section on page 16-3. Refer to the Cisco Unified Communications Operating System Administration Guide. Use an ASCII editor to edit the Ringlist.xml file.xml file.xml file by using the web page interface. Save your modifications and close the Ringlist.

and 7970 Cisco Unified Communications Operating System Administration Guide Cisco Unified Communications Manager Features and Services Guide 16-4 OL-15410-01 .Chapter 16 Related Topics Custom Phone Rings Additional Cisco Documentation • • Cisco Unified IP Phone Administration documentation for Cisco Unified IP Phones 7940. 7960.

CH A P T E R 17 Device Mobility The Device Mobility feature dynamically changes important location settings. page 17-6 Configuring Device Mobility. Administrators no longer need to reconfigure location settings when a phone changes location. and SRST reference. page 17-10 Enabling Device Mobility. page 17-1 Understanding How Device Mobility Works. page 17-9 Configuration Tips for Device Mobility. region. such as calling search space. page 17-12 Where to Find More Information. date/time group. page 17-11 Viewing Roaming Device Pool Parameters. This chapter includes information on the following topics: • • • • • • • • • • • • • • Introducing Device Mobility. and SRST reference. page 17-9 Configuration Checklist for Device Mobility. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 17-1 . page 17-12 Introducing Device Mobility The Device Mobility feature dynamically changes important location settings. page 17-12 Troubleshooting Device Mobility. call admission control (CAC) can ensure video and audio quality with the appropriate bandwidth allocations. page 17-6 Installing Device Mobility. such as calling search space. The dynamically reconfigured location settings ensure that voice quality and allocation of resources are appropriate for the new phone location: • When a mobile user moves to another location. page 17-2 Interactions and Restrictions. date/time group. page 17-7 Network Considerations for Device Mobility. for roaming devices. region. for roaming devices. page 17-5 System Requirements. page 17-6 Supported Cisco Unified IP Phones. Cisco Unified Communications Manager uses device pool settings to implement new parameters when the phone roams away from its home location.

25. Cisco Unified Communications Manager compares the physical location for the device pool in the phone record to the device pool location setting that is configured for the subnet. downloads the settings in a new configuration file. This IP address maps to subnet 10. If a phone with a static IP address roams. Cisco Unified Communications Manager checks the device pool settings for the device and the subnet in the database.81. which maps to subnet 130.81. For roaming devices. The system considers the phone to be in its home location and uses the configuration settings in the phone record.17. The physical location setting for the device pool in the phone record matches the physical location setting for the device pool in the subnet.0/8.5.9 registers with Cisco Unified Communications Manager. Cisco Unified Communications Manager overwrites the phone record configuration settings with configuration settings for the subnet.5. and resets the device. Understanding How Device Mobility Works When a phone device has mobility mode enabled. Cisco Unified Communications Manager uses the IP address of the registering device to find the proper location settings. the phone can access the local gateway instead of the home gateway.5. The phone must have a dynamic IP address to use device mobility. phone A in Richardson with an IP address 10.16. The system compares the physical location that is configured in the device pool for the IP subnet and for the device to determine when a phone is away from its home location. When a mobile user calls the home location. Cisco Unified Communications Manager uses the configuration settings from its home location. For example. Cisco Unified Communications Manager can assign the appropriate codec for the region. If phone A moves to Boulder.0/16. The phone reregisters with the settings from the roaming device pool. The system determines that the device is roaming because the physical locations do not match.5.Chapter 17 Understanding How Device Mobility Works Device Mobility • • When a mobile user makes a PSTN call. Cisco Unified Communications Manager overwrites the following device pool parameters with the device pool settings for the subnet: • • • • • • • • • Note Date/Time Group Region Location Network Locale SRST Reference Connection Monitor Duration Physical Location Device Mobility Group Media Resource Group List Cisco Unified Communications Manager Features and Services Guide 17-2 OL-15410-01 . the phone queries the local DHCP server and gets an IP address of 130.

9. and the phone gets assigned to a device pool. Following initialization. administrators can configure device mobility groups to allow phone users to use their configured dial plan no matter where they roam. media resource allocation.9.9. 3. Device Mobility Operations Summary This section describes how Cisco Unified Communications Manager manages phone registration and assignment of parameters for device mobility. Table 17-1 describes possible scenarios for device mobility and the system responses. If the device pool in the phone record matches the device pool in the matching subnet. Cisco Unified Communications Manager compares the IP address of the device to the subnets that are configured for device mobility in the Device Mobility Info window. The phone registers with Cisco Unified Communications Manager. and resets the device. the system considers the phone to be roaming.0/16. Cisco Unified Communications Manager also overwrites the following device pool parameters: • • • AAR Group AAR Calling Search Space Device Calling Search Space When the phone returns to its home location.Chapter 17 Device Mobility Understanding How Device Mobility Works When networks span geographic locations outside the United States. For example. Refer to these topics for more specific details about the device mobility operations in different scenarios: • • Device Mobility Operations Summary Device Mobility Groups Operations Summary Tip Cisco Unified Communications Manager always uses the Communications Manager Group setting from the phone record.0/24 rather than the subnet 9.8. the system disassociates the roaming device pool. When a phone is roaming.8. If the device pool in the phone record does not match the device pools in the matching subnet. The best match uses the largest number of bits in the IP subnet mask (longest match rule). the device mobility feature operates according to the following process: 1. the IP address 9.The device always registers to its home location Cisco Unified Communications Manager server even when roaming. The device registers with the home location configuration settings. region configuration. the system considers the phone to be in its home location.0. 2. downloads the configuration settings for home location. and the phone retains the parameters of its home device pool. and AAR group get changed. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 17-3 . only network location settings such as bandwidth allocation. 4. When a device is roaming but remains in the same device mobility group. and an IP address gets assigned as part of the registration process.2 matches the subnet 9. A phone device record gets created for an IP phone that is provisioned to be mobile.

Richardson. you can configure a device mobility group for the United States and another group for the United Kingdom.Chapter 17 Understanding How Device Mobility Works Device Mobility Table 17-1 Device Mobility Scenarios Scenario The physical location setting in the phone device pool matches the physical location setting in a device pool that is associated with the matching subnet. It that is assigned to it. Physical location gets defined for the home device pool but is not defined for the device pools that are associated with the matching subnet Physical location that is not defined for the home device pool gets defined for the device pools that are associated with the matching subnet A subnet gets updated or removed. If the device moves to another location with same mobility group (for example. Cisco Unified Communications Manager Features and Services Guide 17-4 OL-15410-01 . With this approach. USA). The matching subnet has a single device pool The system considers the phone to be roaming. The subnet has multiple device pools assigned to it. Note System Response The system does not consider the phone to be roaming. the physical location and associated services have not changed. Device Mobility Groups Operations Summary You can use device mobility groups to determine when a device moves to another location within a geographic entity. Each time that a roaming devices comes in to be registered for the subnet. Although the phone may have moved from one subnet to another. and not the roaming location. if the user is dialing PSTN destinations. new device pool gets assigned according to a round-robin rule. The system considers the phone to be roaming to the defined physical location. the next device pool in the set of available device pools gets assigned. The rules for roaming and assigning device pools get applied by using the remaining subnets. USA. The physical locations differ. so the phone remains registered in the home device pool. the CSS information will get taken from the roaming device pool settings. so a user can use its own dial plan. The physical location has not changed. the subnet device pool reregisters with the parameters of the device pool for differs from the home location device pool. the physical locations differ. and it registers with the parameters of the device pool for the matching subnet. and the matching subnet. and the system uses the settings in the home location device pool. and the matching The system considers the phone to be roaming. AAR Group and AAR CSS from the phone record. If a phone device moves into a different mobility group (such as from the United States to the United Kingdom). the user will reach the local gateway. to Boulder. Cisco Unified Communications Manager uses the Calling Search Space. For example.

• • The phone must have a dynamic IP address to use device mobility. AAR Calling Search Space. Location: Roaming device pool setting Region: Roaming device pool setting Media Resources Group List: Roaming device pool setting Device CSS: Roaming device pool setting (Device Mobility CSS) AAR Group: Roaming device pool setting AAR CSS: Roaming device pool setting A roaming device moves to another location Roaming Device Pool: yes in a different device mobility group. the IP address that is provided during registration may not match the actual IP address of the device. Calling Search Space. it takes the roaming device pool settings. and a device mobility group Because the device is roaming. If the device is assigned an IP address by using NAT/PAT. Table 17-2 Device Mobility Group Scenarios Scenario Parameters Used A roaming device moves to another location Roaming Device Pool: yes in the same device mobility group. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 17-5 . Location: Roaming device pool setting Region: Roaming device pool setting Media Resources Group List: Roaming device pool setting Device CSS: Home location settings AAR Group: Home location settings AAR CSS: Home location settings A device roams.Chapter 17 Device Mobility Interactions and Restrictions Table 17-2 describes the device pool parameters that the system uses for various scenarios. including the Device Mobility does not get defined for the home or roaming device pool. Interactions and Restrictions IP Address The Device Mobility feature depends on the IP address of the device that registers with Cisco Unified Communications Manager. and AAR Group.

If the device is roaming within the same device mobility group. you must configure device mobility settings in Cisco Unified Communications Manager Administration to enable the feature.Chapter 17 System Requirements Device Mobility Roaming When a device is roaming in the same device mobility group. For more information about configuration options for Call Forward All. including • • • • • Cisco Unified IP Phone 7900 series Cisco Unified IP Phone 30 VIP Cisco Unified IP Phone 12 SP+ Computer Telephony Integration (CTI) Ports Cisco IP Communicator Installing Device Mobility Device Mobility automatically installs when you install Cisco Unified Communications Manager. Cisco Unified Communications Manager Features and Services Guide 17-6 OL-15410-01 . If a user sets Call Forward All at the phone. System Requirements Device Mobility requires the following software components: • • • • • Cisco Unified Communications Manager 6. Cisco Unified Communications Manager uses the Device Mobility CSS to reach the local gateway. refer to the Directory Number Configuration chapter in the Cisco Unified Communications Manager Administration Guide and the Understanding Directory Numbers chapter in the Cisco Unified Communications Manager System Guide. If the device is roaming within a different device mobility group. the CFA CSS is set to None. the Device Mobility CSS from the Roaming Device Pool and the Line CSS get used as the CFA CSS. the Device CSS and Line CSS get used as the CFA CSS. After you install Cisco Unified Communications Manager.0 or later Cisco CallManager service running on at least one server in the cluster Cisco Database Layer Monitor service running on the same server as the Cisco CallManager service Cisco TFTP service running on at least one server in the cluster Cisco Unified Communications Manager Locale Installer (if you want to use non-English phone locales or country-specific tones) Supported Cisco Unified IP Phones Any phone that is running either SCCP or SIP and that can be configured in Cisco Unified Communications Manager Administration supports device mobility. and the CFA CSS Activation Policy is set to With Activating Device/Line CSS. then: • • • The Device CSS and Line CSS get used as the CFA CSS when the device is in its home location.

the cluster setting applies to all phones in the cluster that support device mobility. Configuring Device Mobility For successful configuration of the device mobility feature. For an overview of device mobility parameter settings. Cisco Unified Communications Manager uses the clusterwide service parameter setting for the device. and activate the Cisco CallManager service. Device Mobility Mode Parameter To enable device mobility.0 or later. When device mobility mode is enabled or disabled for a phone.Chapter 17 Device Mobility Configuring Device Mobility Note Existing device pools automatically migrate to the new device pool and common profile structure as part of the upgrade to Cisco Unified Communications Manager Release 6. page 17-7 Device Pool Parameters. review the steps in the configuration checklist. perform the configuration requirements. • • • When device mobility mode is enabled or disabled for the cluster. you configure device mobility mode settings for the cluster or for specific phones. review the network design considerations. page 17-8 Physical Location Parameter. page 17-7 Device Mobility Group Parameter. refer to the following sections: • • • • Device Mobility Mode Parameter. See “Enabling Device Mobility” section on page 17-11 for the procedure to enable and disable device mobility. the phone settings take precedence over the cluster settings. When the phone setting for device mobility mode is Default. Device Pool Parameters The Device Pool Configuration window contains these new settings for device mobility: • • • • • • Device Mobility Group Location Physical Location Device Mobility Calling Search Space AAR Calling Search Space AAR Group Cisco Unified Communications Manager Features and Services Guide OL-15410-01 17-7 . page 17-8 See the “Configuration Checklist for Device Mobility” section on page 17-10 for the configuration process and related procedures.

you must configure physical locations to invoke the device mobility feature. Physical Location Parameter The physical location setting represents an optional setting in the Device Pool Configuration window. See Device Mobility Group Configuration in the Cisco Unified Communications Manager Administration Guide for more information. however. MLPP Preemption. These parameters do not apply to device mobility. Network Hold MOH Audio Source. previously located in the device pool configuration window. and MLPP Domain. User Hold MOH Audio Source. The default device mobility group setting in the Device Pool Configuration window specifies None. Note Device Mobility Group Parameter The device mobility group setting represents an optional setting.Chapter 17 Configuring Device Mobility Device Mobility These existing device pool parameters also support device mobility: • • • • • • Date/Time Group Region SRST Reference Media Resource Group List Network Locale Connection Monitor Duration Refer to Device Pool Configuration in the Cisco Unified Communications Manager Administration Guide to configure device pool parameters. Cisco Unified Communications Manager Features and Services Guide 17-8 OL-15410-01 . You must configure physical locations in the Physical Location Configuration window before you can associate physical locations with device pools. now constitute a separate profile. the common device configuration: Name. MLPP Indication. User Locale. Softkey Template. User-related parameters. Refer to Common Device Configuration in the Cisco Unified Communications Manager Administration Guide to configure common device configuration parameters. See Physical Location Configuration in the Cisco Unified Communications Manager Administration Guide for more information. The default physical location setting in the Device Pool Configuration window specifies None.

and so on. primarily to allow users to keep their own dial plans. having the device served by the MOH server at the roaming location represents best practice. divide the network into device mobility groups (optional). if you want a roaming device to access the local gateway for PSTN calls. you can define physical locations based upon city. physical locations. Cisco Unified Communications Manager uses the geographic location to determine which network resources to assign to a phone. For example. the next level in the hierarchy. • Configuration Tips for Device Mobility Consider the following information when you configure device mobility in Cisco Unified Communications Manager Administration: • When the Device Mobility Mode is set to Default in the Phone Configuration window. for a subnet. the system ensures that the phone user uses local media resources and the correct bandwidth for the call. whereas an enterprise with a national or regional network might define device mobility groups that represent states. If a user moves away from the home location. Device mobility groups could represent countries. so a network can be mapped to a single physical location. Depending upon the network structure and allocation of services. your network configuration places each network in one physical location. enterprise campus. such as date/time. provinces. or other entities. An enterprise with a worldwide network might choose device mobility groups that represent individual countries. within the same building. you can assure efficient and cost-effective reassignment of services as devices move from one physical location to another. • Device mobility groups represent the top-level geographic entities in your network. or building. a Music on Hold (MOH) server may serve a specific office or campus within the enterprise. identifies a geographic location for device pool parameters that are location-based. • A subnet may include all the devices at a geographical location. The system does not require defining device mobility groups to use the device mobility feature. • Physical location. See the Call Admission Control chapter in the Cisco Unified Communications Manager System Guide for more information. and subnets. The number and levels of groups in the hierarchy depend on the size and complexity of the organization. cities. By defining the physical location according to availability of services such as MOH. be sure that the device mobility group for the home location device pool and roaming location device pool are the same. Ideally. region. The device mobility group setting determines whether the device is moved within the same geographical entity. You can configure one or more device pools. including device mobility group and physical location. Location identifies the CAC for a centralized call-processing system. When a device roams to another office or campus and reregisters with Cisco Unified Communications Manager. For efficient device mobility design. or on the same LAN. regions.Chapter 17 Device Mobility Network Considerations for Device Mobility Network Considerations for Device Mobility The device mobility structure accommodates different network configurations. For example. You configure a location for a phone and a device pool. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 17-9 . the Device Mobility Mode service parameter determines whether the device is enabled for the device mobility feature. states or provinces. or cities.

Configure subnets and assign one or more device pools to a subnet in the Device Mobility Info window. This process allows you to load share when you expect a large number of phones to roam into an area. Although physical location does not represent a required setting in the Device Pool Configuration window. the device uses the home location device pool settings. Configure device pools in the Device Pool Configuration window. For more information about calling search space settings. Cisco Unified Communications Manager Administration Guide Device Mobility Info Configuration. For example. For more information about AAR group settings. for example.8. Cisco Unified Communications Manager Administration Guide Device Pool Configuration. Cisco Unified Communications Manager Features and Services Guide 17-10 OL-15410-01 . Table 17-3 Cisco Unified Communications Manager Device Mobility Checklist Configuration Steps Step 1 Step 2 Step 3 Step 4 Related Procedures and Topics Physical Location Configuration.9. refer to Calling Search Space Configuration in the Cisco Unified Communications Manager Administration Guide. If no device mobility information entries match the device IP address. refer to Automated Alternate Routing Group Configuration in the Cisco Unified Communications Manager Administration Guide. • • • • • Configuration Checklist for Device Mobility Table 17-3 shows the steps for configuring Device Mobility.2 matches the subnet 9. and roaming device 2 gets assigned the second device pool in the list. you assign device pools to subnets in the Device Mobility Info Configuration window. You can assign one or more device pools to a subnet address. • • • For more information about location settings.9. Cisco Unified Communications Manager Administration Guide Configure physical locations. Cisco Unified Communications Manager assigns device pools for the same subnet to roaming devices in round-robin fashion. After the device mobility structure is in place. Cisco Unified Communications Manager Administration Guide Device Mobility Group Configuration.0/16. you must define a physical location for a device pool to use the device mobility feature.Chapter 17 Configuration Checklist for Device Mobility Device Mobility • Cisco Unified Communications Manager uses the longest match rule to match IP addresses and subnets.0. and AAR groups in Cisco Unified Communications Manager Administration. meaning the best match uses the largest number of bits in the IP subnet mask. Configure device mobility groups. Be sure to configure physical location for the home location device pool and for the roaming device pool. calling search spaces.8. You assign the device pool to the phone device in the Phone Configuration window. you can turn device mobility on for IP phones that support device mobility.9. the IP address 9. such as a meeting in the head office that employees from all branch locations will attend. refer to Location Configuration in the Cisco Unified Communications Manager Administration Guide.0/24 rather than the subnet 9. roaming device 1 gets assigned the first device pool in the list. This procedure assumes that you have configured locations.

Enabling Device Mobility This section describes the procedure to enable the device mobility feature for a cluster or a phone. you can turn device mobility on for phones that support device mobility. meaning that device mobility is disabled for the cluster. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 17-11 . To enable device mobility for specific phones in the cluster. Procedure Step 1 Find the Device Mobility Mode setting for a cluster or a phone: • To enable or disable device mobility for the cluster. Consider the following information when enabling the device mobility feature: • • • • • • At installation. Before You Begin Refer to the Cisco Unified Communications Manager Administration Guide to configure device mobility parameters and related settings: • • • • Physical Location Configuration Device Mobility Group Configuration Device Mobility Info Configuration Device Pool Configuration After the device mobility structure is in place. set the Device Mobility Mode to On for the cluster and configure the Device Mobility Mode to Off for the specific phones. To enable device mobility for all phones in the cluster that support device mobility. set the Device Mobility Mode to On. – From the Server drop-down list box. choose System > Service Parameters in Cisco Unified Communications Manager Administration. To enable or disable device mobility for phones that support device mobility as a group. Verify that the Cisco CallManager service is activated. the default setting for Device Mobility Mode for the cluster specifies Off. All phones that support device mobility take the clusterwide setting. set the Device Mobility Mode to Off for the cluster and configure the Device Mobility Mode to On for the specific phones. keep the Device Mobility Mode setting to Default.Chapter 17 Device Mobility Enabling Device Mobility Table 17-3 Cisco Unified Communications Manager Device Mobility Checklist (continued) Configuration Steps Step 5 Step 6 Related Procedures and Topics Enabling Device Mobility. To disable device mobility for specific phones in the cluster. the default setting for Device Mobility Mode for phones specifies Default. At installation. meaning the phone setting takes the cluster setting. page 17-11 Cisco Unified Serviceability Administration Guide Enable device mobility mode for the cluster or specific phones. select the server that is running the Cisco CallManager service.

choose Device > Phone in Cisco Unified Communications Manager Administration. • To configure device mobility for a phone. choose On. Cisco Unified Communications Manager Administration Guide Service Parameters Configuration. Step 2 Configure the device mobility mode: – In the Device Mobility Mode drop-down list box. The Service Parameters Configuration window displays. The Phone Configuration window displays. . – To enable Device Mobility Mode. you can view the roaming device pool settings by clicking View Current Device Mobility Settings next to the Device Mobility Mode field in the Phone Configuration window. Refer to the Cisco Unified Serviceability Administration Guide. Click Find to display the device pools list. Viewing Roaming Device Pool Parameters When the phone device has mobility mode enabled. Where to Find More Information Related Topic • • • • • Device Pool Configuration. Cisco Unified Communications Manager Administration Guide Cisco Unified Communications Manager Features and Services Guide 17-12 OL-15410-01 . If the device is not roaming.Chapter 17 Viewing Roaming Device Pool Parameters Device Mobility – From the Service drop-down list box. – Choose Default in the Device Mobility drop-down box in the Phone Configuration window to configure all phones that support device mobility to take the clusterwide setting. or use the search results from an active query. the home location settings display. Cisco Unified Communications Manager Administration Guide Physical Location Configuration. Go to Step 2. – Choose a device from the phone list that displays in the Find and List Phones window. Use the Cisco Unified Serviceability Trace Configuration and Cisco Unified Real-Time Monitoring Tool to help troubleshoot device mobility problems.Additional Information See the “Where to Find More Information” section on page 17-12. Go to Step 2. Cisco Unified Communications Manager Administration Guide Device Mobility Info Configuration. choose On to enable device mobility. Troubleshooting Device Mobility View the roaming device parameters when a device is roaming to verify that they are correct. select the Cisco CallManager service. choose Off to disable device mobility. Cisco Unified Communications Manager Administration Guide Device Mobility Group Configuration.

Cisco Unified Communications Manager Administration Guide Date/Time Group Configuration. Cisco Unified Communications Manager Administration Guide Automated Alternate Routing Group Configuration. Cisco Unified Communications Manager System Guide System-Level Configuration Settings. Cisco Unified Communications Manager Administration Guide Survivable Remote Site Telephony Configuration. Cisco Unified Communications Manager Administration Guide Cisco Unified IP Phone Configuration. Cisco Unified Communications Manager Administration Guide Region Configuration.Chapter 17 Device Mobility Where to Find More Information • • • • • • • • • • • • • Common Device Configuration. Cisco Unified Communications Manager System Guide Additional Cisco Documentation • • Cisco Unified Serviceability Administration Guide Troubleshooting Guide for Cisco Unified Communications Manager Cisco Unified Communications Manager Features and Services Guide OL-15410-01 17-13 . Cisco Unified Communications Manager Administration Guide Media Resource Group Configuration. Cisco Unified Communications Manager Administration Guide Call Admission Control. Cisco Unified Communications Manager Administration Guide Calling Search Space Configuration. Cisco Unified Communications Manager System Guide Cisco TFTP. Cisco Unified Communications Manager Administration Guide Location Configuration. Cisco Unified Communications Manager Administration Guide Physical Location Configuration.

Chapter 17 Where to Find More Information Device Mobility Cisco Unified Communications Manager Features and Services Guide 17-14 OL-15410-01 .

High-priority calls. such as Cisco Emergency Responder (CER) calls or calls with Multi-Level Precedence & Preemption (MLPP). The user can enable and disable DND by any of the following methods: • • • Softkey Feature Line Key Cisco Unified CM User Options windows Cisco Unified Communications Manager Features and Services Guide OL-15410-01 18-1 . Depending on how you configure the DND Incoming Call Alert parameter. page 18-9 Troubleshooting the Do Not Disturb Feature. page 18-6 How to Use the Do Not Disturb Feature. the phone may play a beep or display a flash notification of the call. • Users can configure DND directly from their Cisco Unified IP Phone or from the Cisco Unified CM User Options web pages. page 18-16 Introducing the Do Not Disturb Feature When DND is enabled. This chapter provides the following information about Do Not Disturb: • • • • • • • • • Introducing the Do Not Disturb Feature. Ringer Off—This option turns off the ringer. the Auto Answer feature gets disabled. when you enable DND. page 18-3 Interactions and Restrictions.CH A P T E R 18 Do Not Disturb The Do Not Disturb (DND) feature provides the following options: • Call Reject—This option specifies that no incoming call information gets presented to the user. page 18-3 Installing and Activating the Do Not Disturb Feature. page 18-6 Configuring the Do Not Disturb Feature. page 18-2 System Requirements for the Do Not Disturb Feature. all new incoming calls with normal priority will honor the DND settings for the device. will ring on the device. page 18-14 Related Topics. page 18-1 Overview of Do Not Disturb Architecture. but incoming call information gets presented to the device. Also. so that the user can