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Cisco Unified Communications Manager

Features and Services Guide
Release 7.0(1)

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Text Part Number: OL-15410-01

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Cisco Unified Communications Manager Features and Services Guide
© 2008 Cisco Systems, Inc. All rights reserved.

C O N T E N T S

Preface xxix

CHAPTER 1 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 1-6

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 1-13

Related Topics 1-14

CHAPTER 2 Call Back 2-1

Introducing Call Back 2-1

Understanding How Call Back Works 2-2

Suspend/Resume Functionality for Call Back 2-4

System Requirements for Call Back 2-5

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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 2-9
Adding CallBack Softkey Template in Phone Configuration 2-10
Setting Call Back Service Parameters 2-10
Providing Call Back Information to Users 2-10

Troubleshooting Call Back 2-11

Related Topics 2-11

CHAPTER 3 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 3-3

Scenarios for Using Call Display Restrictions 3-3

Interactions 3-4
Call Park 3-4
Conference List 3-5
Conference and Voice Mail 3-5
Extension Mobility 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 3-13

Related Topics 3-13

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CHAPTER 4 Call Park and Directed Call Park 4-1

Call Park 4-1

Introducing Call Park 4-2

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 4-6
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

Configuring Call Park 4-8
Call Park Configuration Checklist 4-8
Setting the Service Parameters for Call Park 4-9
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
Introducing Directed Call Park 4-13

System Requirements for Directed Call Park 4-14

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 4-16
Immediate Divert 4-16
Barge 4-16
Call Park 4-16
Restrictions 4-17
Installing and Activating Directed Call Park 4-17

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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 4-20
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 4-24

CHAPTER 5 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 5-10
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 5-12
Time of Day 5-12
Call Accounting 5-12
Dependency Records 5-12
Restrictions 5-13
Installing and Activating Call Pickup 5-13

Configuring Call Pickup Features 5-14
Call Pickup and Group Call Pickup Configuration Checklist 5-14
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 5-28

CHAPTER 6 Call Throttling and the Code Yellow State 6-1

Introducing Call Throttling 6-1

Troubleshooting Call Throttling 6-2

Related Topics 6-3

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 7-6

System Requirements 7-7

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 7-13
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 7-20

Providing Information to End Users 7-22

Related Topics 7-22

CHAPTER 8 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 8-9
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
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 8-29

Related Topics 8-30

CHAPTER 9 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 9-5
Manager Interfaces 9-5
Assistant Interfaces 9-6
Softkeys 9-6
Cisco Unified Communications Manager Assistant Administration Interface 9-6
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) 9-10
Time-of-Day Routing 9-10
Message Waiting Indicator 9-10
Intercom 9-10
Restrictions 9-11
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 9-25
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 9-34
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 9-38
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 9-42

CHAPTER 10 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) 10-9

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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 10-30

CHAPTER 11 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 11-10

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Understanding the Cisco CallManager Attendant Console Server Service 11-11
Cisco Unified Communications Manager Attendant Console Redundancy 11-12
Firewall Support for Attendant Console 11-13
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 11-43

Related Topics 11-43

CHAPTER 12 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 12-4

Installing the Cisco Unified Communications Manager Auto-Attendant 12-4

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

Related Topics 12-6

CHAPTER 13 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 13-8
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

Migrating from Cisco Unified MobilityManager 13-22

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 13-45
Mobile Voice Access Configuration by Service Parameter 13-47

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and TAPI Applications 15-4 System Requirements 15-5 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 13-49 CHAPTER 14 Cisco Web Dialer 14-1 Introducing Cisco Web Dialer 14-1 Webdialer Servlet 14-1 Redirector Servlet 14-2 Redundancy 14-2 System Requirements for Cisco Web Dialer 14-3 Interactions and Restrictions 14-3 Interactions 14-3 Restrictions 14-4 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 14-10 Creating a Proxy User (Optional) 14-11 Trace Settings (optional) 14-12 Related Topics 14-13 CHAPTER 15 Client Matter Codes and Forced Authorization Codes 15-1 Introducing Client Matter Codes 15-2 Introducing Forced Authorization Codes 15-2 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.

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

Contents Device Pool Parameters 17-7 Device Mobility Group Parameter 17-8 Physical Location Parameter 17-8 Network Considerations for Device Mobility 17-9 Configuration Tips for Device Mobility 17-9 Configuration Checklist for Device Mobility 17-10 Enabling Device Mobility 17-11 Viewing Roaming Device Pool Parameters 17-12 Troubleshooting Device Mobility 17-12 Where to Find More Information 17-12 CHAPTER 18 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 18-3 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 18-4 MLPP and CER 18-4 Callback 18-4 Pickup Notification 18-4 Hunt List 18-4 Extension Mobility 18-5 Restrictions 18-5 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 18-6 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 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 xvii .

Contents Adding DND to Common Phone Profiles 18-8 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 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 18-16 CHAPTER 19 External Call Transfer Restrictions 19-1 Introducing External Call Transfer Restrictions 19-1 System Requirements for External Call Transfer Restrictions 19-4 Interactions and Restrictions 19-4 Interactions 19-4 Restrictions 19-5 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 19-7 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 19-9 CHAPTER 20 Hold Reversion 20-1 Introducing Cisco Hold Reversion 20-1 Understanding How Cisco Hold Reversion Works 20-2 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 Supported Cisco Unified IP Phones and Devices 20-6 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 20-10 Configuration Checklist for Cisco Hold Reversion 20-10 Configuring Call Focus Priority 20-11 Configuring Call Reversion Timer Settings 20-12 Providing Cisco Hold Reversion Information to Users 20-13 Troubleshooting Cisco Hold Reversion 20-14 Where to Find More Information 20-14 CHAPTER 21 Immediate Divert 21-1 Introducing Immediate Divert 21-1 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) 21-6 Call Forward 21-7 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 xix .

Contents Call Detail Records (CDR) 21-7 Conference 21-7 Hunt List 21-7 Restrictions 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 21-10 Related Topics 21-11 CHAPTER 22 Intercom 22-1 Introducing Intercom 22-1 System Requirements 22-2 Intercom Support for Cisco Unified IP Phones 22-3 Call and Line States 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 22-5 Restrictions 22-5 Installing and Activating Intercom 22-6 Configuring Intercom 22-6 Configuration Checklist for Intercom 22-7 How to Use Intercom 22-7 Case Studies 22-7 Illustrated Explanation of Intercom 22-8 Scenario 1 22-8 Scenario 2 22-11 Scenario 3 22-13 Scenario 4 22-15 Scenario 5 22-17 BAT Considerations 22-22 Cisco Unified Communications Manager Features and Services Guide xx OL-15410-01 .

Contents Troubleshooting Intercom 22-23 Where to Find More Information 22-24 CHAPTER 23 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 23-3 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 23-11 Interactions and Restrictions 23-11 Interactions 23-11 Supported Devices 23-11 Forwarding 23-12 Other Supplementary Services 23-12 Route Plan Report 23-12 Restrictions 23-13 Mixed Route Lists 23-13 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 23-15 CHAPTER 24 Malicious Call Identification 24-1 Introducing Malicious Call Identification 24-1 Using the Malicious Call ID Feature with Cisco Unified Communications Manager 24-2 System Requirements for Malicious Call ID 24-2 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 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 24-8 Troubleshooting Malicious Call ID 24-8 Related Topics 24-8 CHAPTER 25 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 25-24 CTI Requirements 25-24 Hardware Requirements 25-25 Interactions and Restrictions 25-25 Interactions 25-25 CTI and JTAPI/TSP Applications 25-25 Other Cisco Unified Communications Manager Features 25-26 Restrictions 25-26 Security Handling in Monitoring and Recording 25-26 Intercom 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 25-38 CHAPTER 26 Multilevel Precedence and Preemption 26-1 Introducing MLPP 26-1 MLPP Terminology 26-2 Precedence 26-3 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 26-5 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 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 26-30 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 26-34 Interactions 26-34 Restrictions 26-35 Installing and Activating MLPP 26-36 MLPP Configuration Checklist 26-37 Setting the Enterprise Parameters for MLPP 26-38 Related Topics 26-39 CHAPTER 27 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 Music On Hold Audio Sources 27-9 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 27-12 Music On Hold Failover and Fallback 27-14 Music On Hold Configuration Checklist 27-15 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 27-16 Checking Service States 27-17 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 27-30 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 27-32 CHAPTER 28 Presence 28-1 Introducing Presence 28-1 Understanding How Presence Works with Phones and Trunks 28-3 Understanding How Presence Works with Route Lists 28-4 Understanding Presence Groups 28-5 Understanding Presence Authorization 28-7 Understanding How the SUBSCRIBE Calling Search Space Works 28-9 Understanding How Presence Works with Extension Mobility 28-9 Presence Feature Interactions/Restrictions 28-10 Presence Configuration Checklist 28-11 Configuring Presence Service Parameters and Enterprise Parameters 28-13 Configuring and Applying the SUBSCRIBE Calling Search Space 28-13 Finding Presence Groups 28-14 Configuring Presence Groups 28-15 Cisco Unified Communications Manager Features and Services Guide xxvi OL-15410-01 .

Contents Presence Group Configuration Settings 28-16 Deleting a Presence Group 28-16 Applying a Presence Group 28-17 Presence Group and Presence Authorization Tips 28-18 Configuring a Customized Phone Button Template for BLF/SpeedDial Buttons 28-19 Configuring BLF/SpeedDial Buttons 28-20 BLF/SpeedDial Configuration Settings 28-21 Where to Find More Information 28-22 CHAPTER 29 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) 29-4 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 Cisco Extended Functions Service Dependency 29-5 Multiple Cisco Extended Functions Applications in a Cluster 29-6 Securing a TLS Connection to CTI 29-7 How to Use QRT 29-8 User Interface 29-8 Extended Menu Choices 29-9 Problem Classification Categories and Reason Codes 29-10 Interactions and Restrictions 29-14 Installing and Activating QRT Functions 29-14 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 29-30 Troubleshooting the QRT Feature 29-30 Related Topics 29-32 INDEX Cisco Unified Communications Manager Features and Services Guide xxviii OL-15410-01 .

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

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

Preface Chapter Description Device Mobility Provides a description and configuration information for the Device Mobility feature.0(1) • Cisco Unified Communications Manager Documentation Guide • Release Notes for Cisco Unified Communications Manager Release 7. Hold Reversion Provides a description and configuration information for the Hold Reversion feature. Do Not Disturb Provides a description and configuration information for the Do Not Disturb feature. Music On Hold Provides a description and configuration procedures for Cisco Music On Hold. Multilevel Precedence and Provides a description and configuration procedures for the Preemption Cisco Unified Communications Manager Multilevel Precedence and Preemption feature. Malicious Call Identification Provides a description and configuration procedures for the Cisco Unified Communications Manager Malicious Call Identification feature. Presence Provides a description and configuration procedures for the Presence feature. External Call Transfer Restrictions Provides a description and configuration procedures for the External Call Transfer Restrictions feature. Immediate Divert Provides a description and configuration procedures for the Cisco Unified Communications Manager Immediate Divert feature.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 . Intercom Provides a description and configuration information for the Cisco Unified Communications Manager Intercom feature. Quality Report Tool Provides a description and configuration procedures for the Quality Report Tool (QRT) feature. Local Route Groups Provides a description and configuration procedures for the Local Route Groups feature. Monitoring and Recording Provides a description and configuration information for the call monitoring and call recording features.0(1) • Upgrading Cisco Unified Communications Manager Release 7. 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.

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

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

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

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

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

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

and the Barge softkey is assigned to each device or the Single Button Barge feature is enabled. Privacy. A barge disconnect tone (beep beep) plays to all remaining parties. Choosing default uses the setting of the service parameter. to On or Off. it must be enabled it on the device. The original call between the target device and the other party remains active. The display changes at the barge initiator device to reflect the connected party. When the other party puts the call on hold or in a conference or transfers it. • 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. or transferred. ensure the preceding items are enabled. to use shared conference bridge. the barge initiator gets released from the barge call while the original call also gets put on hold. 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. Cisco Unified Communications Manager Features and Services Guide 1-4 OL-15410-01 . both the target device and the barge initiator remain in the call. the barge call gets released between the barge initiator and target. When the target device releases the call. Otherwise. When the barge initiator puts the call on hold. Note To use barge with a built-in bridge. in a conference. When the target device puts the call on hold or in a conference or transfers it. 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. see the “Configuring Barge. On or off override the Built-in Bridge Enable service parameter. and Privacy on Hold 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. Note To use the Single Button Barge feature. When network or Cisco Unified Communications Manager failure occurs. the barge call gets preserved (like all active calls). When the barge initiator releases the call. The following settings activate or deactivate the built-in conference bridge: • Enable or disable the built-in bridge by setting the Cisco Unified Communications Manager clusterwide service parameter. assign the cBarge softkey to each device or enable the Single Button cBarge feature. or default). refer to the Cisco Unified Communications Manager Security Guide. the media between the barge initiator and the other party gets dropped briefly and then reconnects as a point-to-point call. both the target device and the other party remain in the call. off. For more information. When the other party releases the call. Privacy is disabled. Built-in Bridge Enable. both the original call and the barge call get released. The barge initiator can barge into a call again after the media gets reestablished at the target. Most Cisco Unified IP Phones include the built-in conference bridge capability. For more information. Note Cisco Unified IP Phones 7940 and 7960 cannot support two media stream encryptions or SRTP streams simultaneously. Chapter 1 Barge and Privacy Introducing Barge. and Privacy on Hold” section on page 1-11. which barge uses. To prevent instability due to this condition.

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

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

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

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

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

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

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

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

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

Cisco Unified Communications Manager Administration Guide • Cisco Unified IP Phones. Cisco Unified Communications Manager System Guide • Programmable Line Keys. 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 . Cisco Unified Communications Manager Administration Guide • End User Configuration. Chapter 1 Barge and Privacy Related Topics 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 Phone Button Templates. page 1-12 • Phone Button Template Configuration. Cisco Unified Communications Manager Administration Guide • Softkey Template Configuration. Cisco Unified Communications Manager Administration Guide • Cisco Unified IP Phone Configuration. Cisco Unified Communications Manager Administration Guide • Configuring Service Parameters for a Service on a Server.

page 2-5 • Interactions and Restrictions. page 2-11 • Related Topics. page 2-5 • Interactions and Restrictions. 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. To receive call-back notification. which is triggered when the no answer timer expires. A user can also activate call back during reorder tone. page 2-5 • Installing and Configuring Call Back. page 2-7 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 2-1 . 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 2-7 • Providing Call Back Information to Users. a user presses the CallBack softkey while receiving a busy or ringback tone. page 2-4 • System Requirements for Call Back. page 2-2 • System Requirements for Call Back. The following sections provide information on the Call Back feature: • Understanding How Call Back Works. CH A P T E R 2 Call Back This chapter provides information on the following topics: • Introducing Call Back. page 2-5 • Installing and Configuring Call Back. page 2-2 • Suspend/Resume Functionality for Call Back. page 2-7 • Configuration Checklist for Call Back. page 2-10 • Troubleshooting Call Back. page 2-1 • Understanding How Call Back Works.

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

who configures call forwarding to User C after User A activates call back The following scenarios support Call Forward All. and Call Forward No Answer. • User A calls User B. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 2-3 . and a message displays on User A phone that states that the user is available. The active call automatically gets put on hold while User A calls User B. User C then calls User A. User A receives an audio alert. User A contacts User B. if User C is busy. 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. 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 can press the CallBack softkey and select Dial to call User B). User A activates call back because User B is not available. Example: User A calls User B. depending on the call-forwarding settings for User B. After the active call is handled. who configured Call Forward No Answer (CFNA) to User C before call-back activation occurs The following scenario applies to Call Forward No Answer. User A receives an audio alert. 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. The call from User A gets forwarded to User C because Call Forward No Answer is configured for User B. • Press the Exit softkey to exit the notification screen and then park (or otherwise handle) the active call. User B does not answer.Chapter 2 Call Back Understanding How Call Back Works When User A presses the CallBack softkey. who exists in the same Cisco Unified Communications Manager cluster as User A. Example: User A calls User B. Before User B becomes available to User A. 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. User A activates the Call Back feature by using the CallBack softkey. Call Forward Busy. and users A and C go on hook in an active call. User A uses call back to contact User C if User C is not busy. 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 A may call back User B or User C. When User B or User C becomes available (on hook). User B sets up call forwarding to User C.

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

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.

Note The only Session Initiation Protocol (SIP) phones that support Call Back is the Cisco Unified IP Phones
7970, 7971, 7961, and 7941.

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Interactions and Restrictions

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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Chapter 2 Call Back
Installing and Configuring Call Back

• 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.
For more information refer to the following sections:
• Phone Features, Cisco Unified Communications Manager System Guide
• Immediate Divert, page 21-1

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 Related Procedures and Topics
Step 1 If phone users want the softkeys and messages to display in a Cisco Unified Communications Manager
language other than English, or if you want the user to receive Locale Installer documentation
country-specific tones for calls, verify that you installed the
locale installer.

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Chapter 2 Call Back
Configuration Checklist for Call Back

Table 2-1 Call Back Configuration Checklist (continued)

Configuration Steps Related Procedures and Topics
Step 2 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 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
Step 4 In the Phone Configuration window, perform one of the Adding CallBack Softkey Template in Phone
following tasks: 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.
Step 5 In the Phone Configuration window, verify that the correct user End User Configuration Settings, Cisco
locale is configured for the Cisco Unified IP Phone(s). Unified Communications Manager
Administration Guide
Phone Configuration Settings, Cisco Unified
Communications Manager Administration
Guide
Cisco Unified Communications Manager
Locale Installer documentation
Step 6 If you do not want to use the default settings, configure the Call Setting Call Back Service Parameters,
Back service parameters. page 2-10
Step 7 Verify that the Cisco CallManager service is activated in Cisco Cisco Unified Serviceability Administration
Unified Serviceability. 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.
Step 2 From the Find and List Softkey Template window, choose the Standard User softkey template.
Step 3 Click the Copy icon.
The Softkey Template Configuration window displays with new information.
Step 4 In the Softkey Template Name field, enter a new name for the template; for example, Standard User for
Call Back.

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Configuration Checklist for Call Back

Step 5 Click the Save button.
The Softkey Template Configuration redisplays with new information.
Step 6 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 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 From the Unselected Softkeys list, choose the CallBack softkey and click the right arrow to move the
softkey to the Selected Softkeys list.
Step 9 To save and continue, click the Save button.
Step 10 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 From the Unselected Softkeys list, choose the CallBack softkey and click the right arrow to move the
softkey to the Selected Softkeys list.
Step 12 To save and continue, click the Save button.
Step 13 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.
Step 14 The Softkey Layout Configuration window redisplays with the Unselected Softkeys and Selected
Softkeys lists.
Step 15 From the Unselected Softkeys list, choose the CallBack softkey and click the right arrow to move the
softkey to the Selected Softkeys list.
Step 16 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.
Step 2 Choose any previously created common device configuration that is in the Common Device
Configuration list.

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Providing Call Back Information to Users

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.)
Step 4 Click the Save button.

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.
Step 2 Find the phone to which you want to add the softkey template. See Finding a Phone in the Cisco Unified
Communications Manager Administration Guide.
Step 3 Perform one of the following tasks:
• 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

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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Related Topics

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CH A P T E R 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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Introducing 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.

Tip 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
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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Chapter 3 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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Chapter 3 Call Display Restrictions
Interactions

• 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.))
2. 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.)

Note 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]).

3. Room-1 calls Room-2.
4. Room-2 answers the call, and Room-1 parks the call.
5. When Room-1 retrieves the call, Room-2 does not see Room-1 call information display.

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Chapter 3 Call Display Restrictions
Configuring Call Display Restrictions

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.
This section contains the following topics:
• Call Display Restrictions Configuration Checklist, page 3-6
• Configuring the Translation Pattern Parameters, page 3-6

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Chapter 3 Call Display Restrictions
Configuring 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 Related procedures and topics
Step 1 Configure partitions for rooms, front desk, club, and the PSTN. Configuring a Partition, Cisco Unified
See the “Partitions” section on page 3-9. Communications Manager Administration
Guide
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.
Step 3 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.
Step 4 Configure calling search spaces for rooms, front desk, club, the Calling Search Space Configuration, Cisco
PSTN, and room park range (for Call Park). See the “Calling Unified Communications Manager
Search Spaces” section on page 3-9. Administration Guide
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 Pattern Configuration, Cisco
“Translation Patterns” section on page 3-10. 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.

Tip For outgoing calls, the translation pattern setting at the terminating end can override the originating
Cisco Unified Communications Manager cluster settings.

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the system modifies the connected line presentation indicator with the translation or route pattern setting. 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. 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. 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. the connected number display does not update for modified numbers or redirected calls. • Restricted—Cisco Unified Communications Manager blocks the display of the calling number. 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. • Restricted—Cisco Unified Communications Manager blocks the display of the connected party phone number. refer to the Understanding Route Plans chapter in the Cisco Unified Communications Manager System Guide. • Allowed—This option displays the connected party phone number. Tip For more information about calling party transformations and connected party transformations. • Allowed—Cisco Unified Communications Manager allows the display of the calling number. 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. Note If the connected number display restriction is enabled. • For calls that are made from the front desk to a guest room. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 3-7 . Note If the incoming call goes through a translation pattern or route pattern and the calling line ID presentation setting is allowed or restricted. Examples • For calls that are made from one guest room to another.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.

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. Tip For information about phone configurations. check the “Ignore Presentation Indicators (internal calls only)” check box. For information about device profile configurations. 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. refer to the Cisco Unified IP Phone Configuration chapter in the Cisco Unified Communications Manager Administration Guide. page 3-10 • Call Park. page 3-9 • Devices and Gateways. refer to the Device Profile Configuration chapter in the Cisco Unified Communications Manager Administration Guide. page 3-9 • Calling Search Spaces. When you set the “Ignore Presentation Indicators (internal calls only)” field. Example • For phones that are used at the hotel front desk. Chapter 3 Call Display Restrictions Configuring Call Display Restrictions Configuring the Phone Configuration To complete the configuration of the Call Display Restrictions feature. the system maintains the received presentation indicators even if the “Ignore Presentation Indicators (internal calls only)” parameter is set. For incoming external calls. check the “Ignore Presentation Indicators (internal calls only)” check box from the Cisco Unified Communications Manager Administration Phone Configuration window. page 3-10 • Translation Patterns. • Cisco Unified Communications Manager does not display the remote party call information if the other party is external and the display presentation is restricted. page 3-12 Cisco Unified Communications Manager Features and Services Guide 3-8 OL-15410-01 . 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. also configure this setting from the Cisco Unified Communications Manager Administration User Device Profile window.

P_CallsFromFrontDeskToPSTN. P_CallsFromRoomToRoom. P_ParkNumberRange} • Insert a calling search space CSS_FromFrontDesk { P_CallsFromFrontDeskToRoom. P_RoomToParkNumber. P_CallsFromFrontDeskToClub. P_CallsFromRoomToClub. P_CallsFromRoomToPSTN. P_CallsFromFrontDeskToFrontDesk } • Insert a calling search space CSS_FromPSTN { P_CallsFromPSTN} Cisco Unified Communications Manager Features and Services Guide OL-15410-01 3-9 . 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. 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. Chapter 3 Call Display Restrictions Configuring Call Display Restrictions Partitions From the Cisco Unified Communications Manager Administration Partition Configuration window.

Calling Line/Name . 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.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_Room. 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. IgnorePresentationIndicators set} : 200/Reception • Configure phone E (Club) with partition P_Club and calling search space CSS_FromClub { P_Club. 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. 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. Connected Line/Name . 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. Connected Line/Name . CSS_FromRoom} : 221/Room-1 • Configure phone B (Room-2) with partition P_Room and device/line calling search space CSS_FromRoom { P_Phones. Calling 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 .Restricted. CSS_FromFrontDesk. RoutePattern {P_PSTN} Translation Patterns From the Cisco Unified Communications Manager Administration Translation Pattern Configuration window. CSS_FromFrontDesk. CSS_FrontDesk. CSS_FromClub) : 300/Club • Configure PSTN Gateway E with route pattern P_PSTN and calling search space CSS_FromPSTN {CSS_FromPSTN}. Chapter 3 Call Display Restrictions Configuring Call Display Restrictions • Insert a calling search space CSS_FromClub { P_CallsFromClubToRoom.Restricted.

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_PSTN.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.Default} • Insert a route pattern RP10 as 9. Connected Line/Name . CSS_Club.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. Connected Line/Name . Calling Line/Name .Allowed. CSS_Room.Allowed. Connected Line/Name . Calling Line/Name .Restricted. CSS_FrontDesk. Calling Line/Name .Default} • Insert a route pattern RP5 as 9. 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} • 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 . CSS_PSTN.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. CSS_PSTN. Calling Line/Name . Calling Line/Name . CSS_Club. Connected Line/Name .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 .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.Restricted.Allowed. Calling Line/Name . Calling Line/Name . Connected Line/Name .Allowed.

Cisco Unified Communications Manager Features and Services Guide 3-12 OL-15410-01 .Restricted. Calling 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: Default {P_CallsFromFrontDeskToPSTN. Connected Line/Name - Allowed} Call Park From the Cisco Unified Communications Manager Administration Call Park Configuration window. CSS_Room. Calling Line/Name . with a description of how the Call Display Restrictions feature works in this scenario.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. 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. CSS_FrontDesk.Allowed.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. Connected Line/Name .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. Calling Line/Name . CSS_FrontDesk. Calling Line/Name .Allowed. Connected Line/Name . CSS_PSTN.

3. Room-1 calls Room-2 (directory number 222). 4. Setting the Service Parameter for Connected Number Display Restriction The connected number display restriction restricts the connected line ID presentation to dialed digits only. Cisco Unified Communications Manager Administration Guide • Cisco Unified IP Phone Configuration. The call routes to translation pattern TP:2XX. The P_CallsFromRoomToRoom partition contains 2XX. The call connects to Room-2. so Room-1 can access only phones that are in the P_CallsFromRoomToRoom partition. The TP:2XX translation pattern can access the P_Room partition because it is configured with the CSS_Room calling search space. but theTP:2XX translation pattern restricts the display information. Cisco Unified Communications Manager Administration Guide Cisco Unified Communications Manager Features and Services Guide OL-15410-01 3-13 . As administrator. 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. 5. Set the Always Display Original Dialed Number service parameter to True to enable this feature. Related Topics • Translation Pattern Configuration.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). 6. Room-1 has CSS_FromRoom. which is configured to restrict display information. The default setting specifies false. 2. 7. This option addresses customer privacy issues as well as connected number displays that are meaningless to phone users. The CSS_Room calling search space contains directory number 222 (Room-2).

Chapter 3 Call Display Restrictions Related Topics • Calling Search Space Configuration. 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 . Cisco Unified Communications Manager Administration Guide • Partition Configuration. Cisco Unified Communications Manager Administration Guide • Cisco Unified IP Phones. 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. page 4-2 • System Requirements for Call Park. page 4-5 • Installing and Activating Call Park. page 4-24 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 4-1 . page 4-11 • Deleting a Call Park Number. If you are on an active call at your phone. but not both. page 4-4 • Interactions and Restrictions. page 4-8 • Configuring Call Park. which is a transfer function. page 4-11 • Call Park Configuration Settings. a phone in another office or in a conference room). 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 4-8 • Setting the Service Parameters for Call Park. which is a hold function. CH A P T E R 4 Call Park and Directed Call Park This chapter describes the Call Park feature. so it can be retrieved from another phone in the Cisco Unified Communications Manager system (for example. page 4-9 • Finding a Call Park Number. Cisco recommends that you treat these two features as mutually exclusive: enable one or the other. You can define either a single directory number or a range of directory numbers for use as call park extension numbers. page 4-12 • Related Topics. If you do enable both. ensure that the numbers that are assigned to each are exclusive and do not overlap. You can park only one call at each call park extension number. you can park the call to a call park extension by pressing the Park softkey or the Call Park button. page 4-10 • Configuring a Call Park Number. Someone on another phone in your system can then dial the call park extension to retrieve the call. and the Directed Call Park feature.

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

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

3. A1 parks call at 8101. B1 and B2 talk. B1 dials 8101. 7970. 7961. B1 parks call at 8201. 2. 7971) Cisco Unified Communications Manager Features and Services Guide 4-4 OL-15410-01 . Additional Information See the “Related Topics” section on page 4-24. 3. call gets routed to cluster A. A1 and A2 talk in connected state. 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 141815 Note: Users do not have control of the parked call number. 2. Chapter 4 Call Park and Directed Call Park System Requirements for Call Park Figure 4-2 Retrieving Parked Calls by Using Intercluster Trunks IP phone A2 IP phone B2 IP IP Call Park Range A Call Park Range B 81xx 82xx Cisco Unified CallManager Cisco Unified CallManager cluster A cluster B M M IP M M IP M Intercluster trunk A M IP phone A1 Route = 82xx IP phone B1 parked at Intercluster trunk B parked at 8101 Route = 81xx 8201 M M Cisco Unified Cisco Unified CallManager A CallManager B Example 1 1. the system assigns the number. System Requirements for Call Park To operate. Example 2 1. A1 dials 8201 to retrieve parked call. 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.

page 4-6 • Music On Hold. 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. page 4-6 • Route Plan Report. 12 SP+) • Cisco Unified IP Phone 7910 Additional Information See the “Related Topics” section on page 4-24. 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. 7940. 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. 7920. 7960) Note You can configure Call Park on any line (except line 1) or button by using the programmable line key feature. page 4-5 • Restrictions. 12 SP.SIG Intercluster Trunks. page 4-7 • Q. page 4-7 Interactions The following sections describe how call park interacts with Cisco Unified Communications Manager applications and call processing: • Attendant Console. page 4-6 • Barge. page 4-6 • Immediate Divert. page 4-5 • CTI Applications. 7931. 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 • Calling Search Space and Partitions. 7912. page 4-6 • Directed Call Park. Interactions and Restrictions The following sections describe the interactions and restrictions for call park: • Interactions.

and the hold automatically gets invoked. When the target parks a call. including monitoring activity on call park DNs. Attendant Console) access call park functionality. User A receives the voice-messaging mailbox greeting of user B. Barge with Call Park The target phone (the phone that is being barged upon) controls the call. even when the target is being barged. the barge initiator has no feature access. 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. 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. The barge initiator “piggy backs” on the target phone. Immediate Divert Call park supports Immediate Divert (iDivert softkey). Use the route plan report to look for overlapping patterns and directory numbers before assigning a directory number to call park. Barge The following paragraphs describe the differences between Barge and cBarge with call park. Refer to the “Configuration Checklist for Cisco Unified Communications Manager Attendant Console” section on page 11-19 for details. user A calls user B. 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. Chapter 4 Call Park and Directed Call Park Interactions and Restrictions CTI Applications CTI applications (for example. User B retrieves the call and then decides to send the call to voice-messaging mailbox by pressing the iDivert softkey. Refer to the Route Plan Report chapter in the Cisco Unified Communications Manager Administration Guide. The target phone includes most of the common features. and user B parks the call. the barge initiator then must release its call (the barge). Route Plan Report The route plan report displays the patterns and directory numbers that are configured in Cisco Unified Communications Manager. 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. • Network hold—This type of hold takes place when a user activates the transfer. therefore. For example. or call park feature. conference. To monitor a call park DN. Cisco Unified Communications Manager Features and Services Guide 4-6 OL-15410-01 .

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

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

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

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

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

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

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

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 . Note 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. 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. 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). To park the call. A1 presses the Transfer softkey (or Transfer button. A1 presses the Transfer softkey (or Transfer button. 2. See “Onhook Call Transfer” in the Cisco Unified Communications Manager System Guide. 4. The call does not get retrieved before the Call Park Reversion Timer (service parameter) expires. See “Onhook Call Transfer” in the Cisco Unified Communications Manager System Guide. 1. 1. Additional Information See the “Related Topics” section on page 4-24. Chapter 4 Call Park and Directed Call Park System Requirements for 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. A1 either presses the Transfer softkey (or Transfer button) again or goes on hook to complete the directed call park transfer. To park the call. for example) followed by the directed call park number 80 to retrieve the call. From any phone with a correctly configured partition and calling search space. 4. Users A1 and A2 connect in a call. 5. Note 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. A2 reverts to the configured reversion number. A1 either presses the Transfer softkey (or Transfer button) again or goes on hook to complete the directed call park transfer. user B1 dials the directed call park prefix (21. 3. 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. Users A1 and A2 connect in a call. 2. This action parks A2 on directed call park number 80. This action parks A2 on directed call park number 80. 3. System Requirements for Directed Call Park To operate.

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 • Route Plan Report. See Restrictions. Music On Hold Music on hold allows users to place calls on hold with music that is provided from a streaming source. 7960) Additional Information See the “Related Topics” section on page 4-24. 7960. 7961. Cisco VG248 Analog Phone Gateways also support directed call park. The following phones that are running SCCP and phones that are running SIP support directed call park BLF: • Cisco Unified IP Phones (7941. 7920. page 4-16 • Immediate Divert. page 4-16 • Calling Search Space and Partitions. 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. 7912. page 4-16 • Call Park. 7916) The following phones that are running SCCP support directed call park BLF: • Cisco Unified IP Phones (7905. page 4-17. 7915. 7971) • Cisco Unified IP Phone Expansion Module (7914. 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. 7912. 7940. and 7970. 7940. for additional information about directed call park with attendant console. Music on hold allows two types of hold: Cisco Unified Communications Manager Features and Services Guide OL-15410-01 4-15 . page 4-15 • Music On Hold. 7970. page 4-16 • Barge. page 4-15 • Restrictions. Interactions and Restrictions The following sections describe the interactions and restrictions for directed call park: • Interactions. 7920.

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

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

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

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

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

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

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

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

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

Cisco Unified Communications Manager Administration Guide • User Group Configuration. Cisco Unified Communications Manager Administration Guide • Softkey Template Configuration. Cisco Unified Communications Manager Administration Guide • Partition Configuration. page 4-24 • Phone Button 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 • Media Termination Point Configuration. Cisco Unified Communications Manager Administration Guide • Clustering. page 4-10 • Deleting a Call Park Number.Chapter 4 Call Park and Directed Call Park Related Topics • Finding a Call Park Number. page 4-22 • Deleting a Directed Call Park Number. page 4-20 • Configuring BLF/Directed Call Park Buttons. page 4-12 • Configuring Directed Call Park. 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 . page 4-18 • Finding a Directed Call Park Number. Cisco Unified Communications Manager Administration Guide • End User Configuration.

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

page 5-22 • Related Topics. • The Call Pickup feature operates with ad hoc conference calls. page 5-13 • Configuring Call Pickup Features. User A calls user C. BLF call pickup. and user C answers. page 5-11 • Installing and Activating Call Pickup. User C presses the Transfer key and dials phone D. user A and user E connect. available. GPickUp. directed call pickup. group call pickup. other group pickup. page 5-14 • Configuring Call Pickup Groups. 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 . page 5-28 Introducing Call Pickup Cisco Unified IP Phones for SCCP and SIP support the following types of call pickup: call pickup. and the “Directed Call Pickup Configuration Checklist” section on page 5-18. The following scenario provides an example. User C presses the Conf key and makes a consultation call to phone D. page 5-11 • Interactions and Restrictions. User A calls user C. the user receives a “No Call(s) for Pickup” message. This section covers the following topics: • Introducing Call Pickup. The administrator must modify the standard softkey template to include these softkeys for the users to invoke the Call Pickup features. The “Introducing Call Pickup” section on page 5-1 describes these features. User E hears phone D ring and uses call pickup to pick up the call that is ringing on phone D. the user receives reorder tone. PickUp. 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. See the “Call Pickup and Group Call Pickup Configuration Checklist” section on page 5-14. After user C presses the Transfer key again. The following scenario provides an example. and auto call pickup. and user C answers. and OPickUp. the “Other Group Pickup Configuration Checklist” section on page 5-16. Call Pickup also functions if user C presses Transfer before either phone D picks up the call or user E invokes Call Pickup. • Call Pickup operates with a consult transfer call. • If a user invokes call pickup to pick up a call from a phone that has no incoming calls. 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. page 5-1 • System Requirements for Call Pickup. The following information applies to all of the call pickup types: • Both idle and offhook call states make the three softkeys.

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

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

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

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

Figure 5-5 Directed Call Pickup Setup 2 That Leads to Rejection Pickup Group = 111 Pickup Group = 222 Association groups =111 and 333 alerting GPickUp + DN of phone C IP IP IP Phone A Phone C Phone E 270832 5. Chapter 5 Call Pickup Introducing Call Pickup 4. 2. 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 E specifies 2000 in pickup group 222. Figure 5-6 Directed Call Pickup Gets Rejected. Cisco Unified Communications Manager Features and Services Guide 5-6 OL-15410-01 . 7. 6. 222. and phone C begins to ring. Pickup group 222 includes association groups 111 and 333. DN of phone C specifies 1000. PT_E specifies the partition of phone E. and 333. The following setup takes place. and the Calling Search Space (CSS) of phone E specifies PT_E. and both phones reside in pickup group 111. as shown in Figure 5-7: 1. Figure 5-6 shows the connected state between phone A and phone E after Directed Call Pickup fails. which is 1000. DN of phone D specifies 3000. Example 2 Pickup Group = 111 Pickup Group = 222 Association groups = 111 and 333 alerting IP IP IP Phone A Phone C Phone E 270833 Directed Call Pickup Control Mechanism—Multiple Calls This scenario illustrates Directed Call Pickup when multiple calls are available for pickup. Three pickup groups that are created comprise group numbers 111. 4. User A calls phone C. User E presses the GPickUp softkey and enters DN of phone C. DN of phone E specifies PT_E/2000 in pickup group 222. 3.

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

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

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

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

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. 7960) Note The administrator must add the Other Pickup (OPickUp) softkey to the softkey templates. page 5-12 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 5-11 . System Requirements for Call Pickup To operate. Additional Information See the “Related Topics” section on page 5-28. 7920. Configure Call Pickup. 7940. 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). 7970. page 5-12 • Time of Day. Other Pickup. page 5-12 • Call Accounting. Interactions and Restrictions The following sections describe the interactions and restrictions for call pickup: • Interactions. 7961. page 5-12 • Calling Search Space and Partitions. page 5-11 • Restrictions. Interactions The following sections describe how call pickup interacts with Cisco Unified Communications Manager applications and call processing: • Route Plan Report. page 5-13 Additional Information See the “Related Topics” section on page 5-28. 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. Additional Information See the “Related Topics” section on page 5-28. 7912. 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. 7931. Group Call Pickup.

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

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

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

and 30 VIP. Step 6 Assign the Standard User or Standard Feature softkey template to Assigning Softkey Templates to IP Phones. • Configure the audio alert setting for each phone in the Directory Number Configuration window. group Unified Communications Manager call pickup. Additional Information See the “Related Topics” section on page 5-28. 12 SP+. Step 9 Enter a value for the Pickup Locating Timer service parameter. The default specifies False. or both. instructions on how users access the Call Pickup and Group Call Pickup features on their Cisco Unified IP Phone. page 5-23 • Configure the type of notification (audio. deny the GPickUp or OPickUp softkeys in the softkey template by moving them to the Unselected box that is in the Softkey Configuration window. enter a Service Parameters Configuration. notification (optional). Step 7 If you want automatic call answering for call pickup groups. Cisco Unified Communications Manager Administration Guide You only need to do this for Cisco IP Phones 12 SP. Administration Guide Step 10 Notify users that the Call Pickup and/or Group Call Pickup feature Refer to the phone documentation for is available. group call pickup. visual. Unified Communications Manager Administration Guide Step 8 If the Auto Call Pickup Enabled service parameter is False. 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. parameter. Chapter 5 Call Pickup Configuring Call Pickup Features Table 5-1 Call Pickup and Group Call Pickup Configuration Checklist (continued) Configuration Steps Related Procedures and Topics Step 4 Configure the audio or visual. templates. Administration Guide Note To restrict calls to be picked up by a phone within only its own group. enable Auto Call Pickup. or other group call pickup. This Service Parameters Configuration. Cisco value True. if needed. Cisco Unified Communications Manager Administration Guide • Configure the notification timer in the Call Pickup Group Configuration window. Cisco parameter controls the time for call selection for call pickup. page 5-8. and other group call pickup. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 5-15 . Call Pickup Group Configuration window. Step 5 Add a call pickup or group call pickup button to the phone button Configuring Phone Button Templates. both) in the Directory Number Configuration Settings. the Auto Call Pickup Enabled service parameter by choosing the Service Parameters Configuration. Call Pickup Notification. page 5-10 • Set the Call Pickup Group Audio Alert Setting service Call Pickup Group Configuration Settings. the phone that will be using the Pickup (PickUp) and Group Call Cisco Unified Communications Manager Pickup (GPickUp) softkeys. Cisco value for the Call Pickup No Answer Timer service parameter.

Cisco value for the Call Pickup No Answer Timer service parameter. Table 5-2 Other Group Pickup Configuration Checklist Configuration Steps Related Procedures and Topics Step 1 Configure a list of associated groups that can be chosen from all Defining a Pickup Group for Other Group pickup groups. Unified Communications Manager Administration Guide Time-of-Day Routing. This Service Parameters Configuration. enable the Auto Call Pickup Enabled service parameter by entering Service Parameters Configuration. Cisco the value True. The default specifies False. Cisco parameter controls the time for call selection for call pickup. Unified Communications Manager Administration Guide Step 4 If the Auto Call Pickup Enabled service parameter is False. Chapter 5 Call Pickup Configuring Call Pickup Features Other Group Pickup Configuration Checklist Table 5-2 provides a checklist to configure other group pickup. enter a Service Parameters Configuration. Auto Call Pickup. group Unified Communications Manager call pickup. Pickup. Cisco Unified Communications Manager System Guide Time Schedule Configuration. 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. Cisco Unified Communications Manager Administration Guide Time Period Configuration. The list can include up to 10 groups. Administration Guide Cisco Unified Communications Manager Features and Services Guide 5-16 OL-15410-01 . and other group call pickup. page 5-27 Step 2 Configure Calling Search Space and TOD parameters for members Calling Search Space Configuration. Cisco Unified Communications Manager Administration Guide Step 3 If you want automatic call answering for other group call pickup. Cisco of the associated groups to your group. Step 5 Enter a value for the service parameter Pickup Locating Timer. page 5-8.

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

Table 5-3 Directed Call Pickup Configuration Checklist Configuration Steps Related Procedures and Topics Step 1 Configure a list of associated groups that can be chosen from all Defining a Pickup Group for Other Group pickup groups. This Service Parameters Configuration. Cisco Unified Communications Manager System Guide Time Schedule Configuration. Chapter 5 Call Pickup Configuring Call Pickup Features Directed Call Pickup Configuration Checklist Table 5-3 provides a checklist to configure other group pickup. Auto Call Pickup. enable the Auto Call Pickup Enabled service parameter by entering Service Parameters Configuration. 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. Cisco Unified Communications Manager Administration Guide Step 3 If you want automatic call answering for directed call pickup. Cisco of the associated groups to your group. and other group call pickup. Cisco value for the Call Pickup No Answer Timer service parameter. Administration Guide Cisco Unified Communications Manager Features and Services Guide 5-18 OL-15410-01 . Unified Communications Manager Administration Guide Time-of-Day Routing. page 5-8. enter a Service Parameters Configuration. group Unified Communications Manager call pickup. The default specifies False. Cisco Unified Communications Manager Administration Guide Time Period Configuration. Step 5 Enter a value for the service parameter Pickup Locating Timer. Cisco the value True. Pickup. The list can include up to 10 groups. Cisco parameter controls the time for call selection for call pickup. page 5-27 Step 2 Configure Calling Search Space and TOD parameters for members Calling Search Space Configuration. Unified Communications Manager Administration Guide Step 4 If the Auto Call Pickup Enabled service parameter is False.

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

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

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

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

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

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

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

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

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

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

Cisco Unified Communications Manager Administration Guide • Route Plan Report. 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 . Cisco Unified Communications Manager System Guide • Softkey Template Configuration.Chapter 5 Call Pickup Related Topics • Directory Number Configuration. Cisco Unified Communications Manager Administration Guide • Partition Configuration. Cisco Unified Communications Manager Administration Guide • Cisco Unified IP Phone Configuration. Cisco Unified Communications Manager Administration Guide • Time-of-Day Routing.

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

but Cisco does not recommend disabling call throttling. page 6-1 • Troubleshooting Call Throttling. and the system exits throttling automatically when such conditions are alleviated. in milliseconds. change notification. low CPU availability to Cisco Unified Communications Manager. disk fragmentation or other such events. 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. Cisco Unified Communications Manager enters a Code Yellow state to initiate call throttling. and stops accepting new calls. page 6-2 • Related Topics. and new call attempts are throttled (denied). disk I/O limitations. 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. See Service Parameters Configuration in the Cisco Unified Communications Manager Administration Guide for information on accessing and configuring service parameters. could result in a potential delay to dial tone (the interval users experience from going off hook until they receive dial tone). and many more types of internal messaging. When throttling is necessary to prevent excessive delay to dial tone. page 6-3 Introducing Call Throttling Call throttling occurs automatically when Cisco Unified Communications Manager determines such conditions to be present. If the calculated average expected delay is more than the value that is specified in this service parameter. such as heavy call activity. You can disable call throttling via the System Throttle Sample Size service parameter. Cisco Unified Communications Manager enters a Code Yellow state. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 6-1 . 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. The following list defines several of the call throttling-related service parameters: • Code Yellow Entry Latency defines the maximum allowable delay. This chapter provides the following information about call throttling: • Introducing Call Throttling. 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. routing loops.

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

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

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

page 7-11 • Configuring Calling Party Normalization. calling party normalization enhances the dialing capabilities of some phones and improves call back functionality when a call is routed to multiple geographical locations. page 7-7 • Installing and Activating Calling Party Normalization. This section contains information on the following topics: • Globalizing the Calling Party Number. so the appropriate calling number presentation displays on the phone. page 7-1 • Globalizing the Calling Party Number. Additionally. page 7-11 • Configuration Checklist for Calling Party Normalization. page 7-6 • System Requirements. page 7-22 Introducing Calling Party Normalization In line with E. page 7-4 • Mapping the Global Party Calling Number to Its Local Variant. page 7-22 • Related Topics. page 7-2 • Localizing the Calling Party Number. page 7-2 • Localizing the Calling Party Number. calling party normalization allows you to globalize and localize phone numbers. page 7-7 • Interactions and Restrictions. 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. CH A P T E R 7 Calling Party Normalization This chapter provides the following information about calling party normalization: • Introducing Calling Party Normalization. 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 7-6 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 7-1 . that is. Tip Configuring calling party normalization alleviates issues with toll bypass where the call is routed to multiple locations over the IP WAN. page 7-11 • Providing Information to End Users. In addition.164 standards. page 7-4 • Mapping the Global Party Calling Number to Its Local Variant.

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

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

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

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

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

and the localized calling party number displays as 0069XXXXXXX. page 7-8 • Restrictions.0!. 0. and 7975 Interactions and Restrictions The following sections describe the interactions and restrictions for calling party normalization: • Interactions. these callers use a localized calling party number from Frankfurt or other cities in Germany. routes the call to the correct gateway. and sends the relevant digits. 7965. 7961. and sends the relevant digits.! discard Predot Configured for German callers that do not have a Hamburg directory number that is associated with their device. 7911. Chapter 7 Calling Party Normalization System Requirements Table 7-3 Mapping the Global Calling Party Number to Its Local Variant (Example) (continued) Configuration for Discard Digits Route Pattern Configuration for Route Pattern Setting Setting Route Pattern 3 0. 7971. page 7-10 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 7-7 . routes the call to the correct gateway. If the phone user for Phone Q returns the call by using the localized calling party number. 7962. Cisco Unified Communications Manager matches the pattern.!. Cisco Unified Communications Manager matches the pattern. routes the call to the correct gateway. When Phone Q in Example 7-2 receives a call from the Hamburg calling party number.0 • Cisco Unified IP Phones 7906. If the phone user for Phone Q returns the call by using the localized calling party number. Cisco Unified Communications Manager matches the pattern. 7931.!.!. \+49.0! discard Predot Configured for Germany callers that do not have a Hamburg directory number that is associated with their device. the globalized calling party number +4969XXXXXXX displays on the phone screen for Phone Q. When Phone Q in Example 7-2 gets a call from the Frankfurt calling party number XXXXXXX via the PSTN. 0. 69XXXXXXX. System Requirements The following system requirements apply to calling party normalization: • Cisco Unified Communications Manager 7. these callers use a globalized calling party number from Frankfurt or any other city in Germany. via the PSTN. routes the call to the correct gateway. If the phone user for Phone Q returns the call by using the globalized calling party number. If the phone user for Phone Q returns the call by using the globalized calling party number. \+49. the calling party number +49406XXXXXXX displays on the phone screen for Phone Q. and sends the relevant digits. 7970. Route Pattern 4 \+49. Cisco Unified Communications Manager matches the pattern. and sends the relevant digits.

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

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

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

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

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

H. be aware that all H. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 7-13 . which support the Cisco CallManager service. Clusterwide Parameters (Device . choose System > Service Parameters. choose the server and the Cisco CallManager service.H. Clusterwide Parameters (Device . when the incoming call gets to the gateway and again. international access codes.MGCP • Incoming Calling Party Unknown Number Prefix .323. After the parameters display.323 • Incoming Calling Party Unknown Number Prefix .MGCP Tip If you have a single H. for example.H.323 Tip If the incoming prefix service parameters for H.MGCP • Incoming Calling Party Subscriber Number Prefix .323 use the same prefix as the incoming prefix service parameters for the phone.323 • Incoming Calling Party International Number Prefix . MGCP (T1-PRI/BRI). If you configure the prefix service parameters for a particular gateway type.MGCP • Incoming Calling Party International Number Prefix . you can configure the prefix service parameters. H. Clusterwide Parameters (Device . the prefix gets used twice for the calling party. 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. For information on the service parameter. click Advanced. first.H323) • Incoming Calling Party National Number Prefix . click the hyperlink for the service parameter name or the question mark that displays in the upper.SIP) Incoming Calling Party Unknown Number Prefix . when the call terminates at the phone.323 • Incoming Calling Party Subscriber Number Prefix .H. or MGCP (E1-PRI/BRI) gateway in your network.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.PRI and MGCP Gateway) • Incoming Calling Party National Number Prefix .323. right corner of the window. for the particular gateway type in the Service Parameter Configuration window. and so on to the calling party number. 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.

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

you can configure the Calling Party IE Number Type Unknown setting. 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. Choose one of the following options: • Cisco Unified Communications Manager—The Cisco Unified Communications Manager sets the directory number type. after you click Save. 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. In the following windows in Cisco Unified Communications Manager Administration.) • 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 Tip In the Gateway and Trunk Configuration window. • Subscriber—Use when you are dialing a subscriber by using a shortened subscriber number. your configuration for this field overwrites the Calling Party Number Type setting for the outgoing call through a particular gateway. which is the default. click the Add a Route Group button. • National—Use when you are dialing within the dialing plan for your country. If you can configure this setting and choose any other option except for Cisco Unified Communications Manager. You may need to change the default in Europe because Cisco Unified Communications Manager does not recognize European national dialing patterns. you can configure the Calling Party Number Type setting: • Route List Detail Configuration—Call Routing > Route/Hunt > Hunt List (Add the hunt list.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. the Add a Route Group button displays. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 7-15 . To display the Route List Detail Configuration window. Cisco Unified Communications Manager sets the calling directory number (DN) type. • International—Use when you are dialing outside the dialing plan for your country. • Unknown—Choose when the dialing plan is unknown.

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

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

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

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

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

• 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 . and trunks in Cisco Unified Communications Manager Administration can localize the calling party number for themselves. • Trunk (Device > Trunk) • Remote Destination Profile (Device > Device Settings > Remote Destination Profile) Use Device Pool Calling To use the Calling Party Transformation CSS that is configured in the Party Transformation CSS device pool that is assigned to this device. therefore. the setting may display in the port configuration window or the gateway configuration window. 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. remote destination profiles. the device uses the Calling Party Transformation CSS that you configured in the device configuration window. Tip Before the call occurs. If you do not check this check box. check this check box. and trunks in Cisco Unified Communications Manager Administration can localize the calling party number for themselves. 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. therefore. 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. All phone device types. 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. CTI route points. If you configure the Calling Party Transformation CSS as None.Chapter 7 Calling Party Normalization Configuring Calling Party Normalization Table 7-8 Configuring the Calling Party Transformation CSS Setting Description Calling Party This setting allows you to localize the calling party number on the Transformation CSS device. remote destination profiles. the device must apply the transformation by using digit analysis. All phone device types. gateways. the setting may display in the port configuration window or the gateway configuration window. gateways. CTI route points.

page 7-4 • Mapping the Global Party Calling Number to Its Local Variant. page 7-20 • Providing Information to End Users. page 7-7 • Interactions and Restrictions. page 7-22 • Using the International Escape Character +. a phone user may not need to edit the call log directory entry on the phone before placing a call. page 7-2 • Localizing the Calling Party Number. page 7-13 • Configuring Prefixes to Globalize the Calling Party Number. page 7-16 • Applying the Calling Party Transformation CSS to Localize the Calling Party Number. +. page 7-13 • Configuring the Calling Party Number Type. Related Topics • Globalizing the Calling Party Number. the phone user may see the international escape character. Depending on your configuration. page 7-7 • Installing and Activating Calling Party Normalization. Chapter 7 Calling Party Normalization Providing Information to End Users Providing Information to End Users Depending on your configuration. 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 7-11 • Configuration Checklist for Calling Party Normalization. page 7-6 • System Requirements. in the call log directories on the phone. page 7-11 • Setting the Service Parameters for Calling Party Normalization.

page 8-12 • Providing Information to Cisco Extension Mobility Users. page 8-5 • Logout Call Flow. page 8-12 • Configuring Cisco Extension Mobility. Note Check the Cisco Unified IP Phone documentation to verify that Cisco Extension Mobility is supported. page 8-4 • Login Call Flow. page 8-6 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 8-1 . page 8-9 • Installing Cisco Extension Mobility for the First Time. so you can configure and troubleshoot the feature: • Understanding Device Profiles. page 8-8 • Interactions and Restrictions. services. 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 8-30 Introducing Cisco Extension Mobility The following sections will help you to understand Cisco Extension Mobility. Extension mobility functionality extends to most Cisco Unified IP Phones. page 8-29 • Related Topics. page 8-2 • Overview of Cisco Extension Mobility. 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. 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. page 8-1 • System Requirements for Cisco Extension Mobility. page 8-2 • Login and Logout Behavior. This chapter provides the following information about Cisco Extension Mobility: • Introducing Cisco Extension Mobility.

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

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

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

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

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

In the Phone Configuration window of Cisco Unified Communications Manager Administration. The XML gets returned as a suitable notification to the device. 11. • 7960 SIP. When the user presses the Yes softkey to confirm that the user wants to log out. If a failure occurs. the phone will restart and load the appropriate device profile. via HTTP. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 8-7 . 7961 SIP. The application parses the received XML and creates an XML response message. The application posts. and 7945 SIP models are equivalent and can share an EM profile. the application generates XML for the logout operation. and the phone restarts to load the original user profile or logout profile. The enhancement works for all phone models that are equivalent and requires no administration tasks to activate. Release 7. It continues to display the line number that is assigned to the phone when no user is logged in. 7941 SIP. (The application determined the service URL in Step 2.0(1) of Cisco Unified Communications Manager enhances the existing Extension Mobility (EM) equivalency mechanism.) 8. 7. 7942 SCCP. In the case of a successful operation. • 7970 SCCP and 7971 SCCP models are equivalent and can share an EM profile. 7971 SIP. • 7962 SCCP and 7965 SCCP models are equivalent and can share an EM profile. The equivalency enhancement works across phone types as follows: • 7940 SCCP. Note 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. 10. • 7960 SCCP and 7961 SCCP models are equivalent and can share an EM profile. • 7940 SIP. 9. 7941 SCCP. Extension Mobility Equivalency Cisco Extension Mobility (EM) equivalency eliminates the phone-model dependency of phone button templates. and 7965 SIP models are equivalent and can share an EM profile. you (the administrator) will no longer see a Current End User Profile and Current Device Profile. 7942 SIP. • 7970 SIP. the generated XML login request to the service URL. a message gets sent to the phone. and 7975 SIP models are equivalent and can share an EM profile. Chapter 8 Cisco Extension Mobility Introducing Cisco Extension Mobility 6. Note In the Phone Configuration window. 7962 SIP. 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 EM equivalency introduces the following support feature for the Cisco Unified IP Phones: • 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. and 7945 SCCP models are equivalent and can share an EM profile. the line number of the device does not change when a user logs out from the phone.

You can optionally install TFTP and Cisco Unified Communications Manager on the same server. You do not require an additional server. all the lines (DNs) and speed dials display on the phone screen. 5. Name the user cisco and associate the User Profile Test user device profile with this user. 5053. Internet Explorer 6. Use the Phone Configuration window to configure a Cisco Unified IP Phone 7970 and a Cisco Unified IP Phone 7971 with extension mobility. Backward Compatibility for Call Forward All Calling Search Space An enhancement to the Call Forward All calling search space (CSS) allows Cisco Unified CallManager Release 4. Note 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. When the user logs in to a Cisco Unified IP Phone 7971 with the User Profile Test user device profile. 5054. and 1052 – Speed Dial: 5051. 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. Cisco Unified Communications Manager Features and Services Guide 8-8 OL-15410-01 . 3. Cisco Extension Mobility can run on any server in a Cisco Unified Communications Manager cluster. 1051.1. 5052. Check the Cisco Unified IP Phone documentation to verify that Cisco Extension Mobility is supported.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. 4. and 5055 2. Use the User Device Profile Configuration window to create a 7970 user device profile. 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. page 8-30. or Internet Explorer 7 for Cisco Unified Communications Manager Administration • Ensure the TFTP server is reachable. • Netscape 7. Use the User Configuration window to create a user.0 or later Note Cisco Extension Mobility installs automatically on the same server with Cisco Unified Communications Manager. because the phone supports feature safe on the phone button template. Configure each phone to use the Standard phone button template. When the user logs in to a Cisco Unified IP Phone 7970 with the User Profile Test user device profile. Extension mobility functionality extends to most Cisco Unified IP Phones. Chapter 8 Cisco Extension Mobility System Requirements for Cisco Extension Mobility Configuration Scenario 1.

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 8-10 • Intercom. page 8-9 • Restrictions. page 8-10 • Cisco Unified Communications Manager Attendant Console. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 8-9 . 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. 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. this parameter displays in the Clusterwide Parameters (Feature . 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 • Cisco Unified Communications Manager Assistant. • 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. page 8-10 • Call Display Restrictions. In the Service Parameter Configuration window. page 8-9 • Bulk Administration Tool. Additional Information See the Related Topics.Forward) section with two options. Chapter 8 Cisco Extension Mobility Interactions and Restrictions The CFA CSS Activation Policy service parameter supports this enhancement. Refer to the Cisco Unified Communications Manager Bulk Administration Guide for more information.

An intercom line gets presented only on the default device. When the user logs out. page 8-30 Cisco Unified Communications Manager Assistant A manager who uses Cisco Extension Mobility can simultaneously use Cisco Unified Communications Manager Assistant. 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 intercom line does not get presented. Chapter 8 Cisco Extension Mobility Interactions and Restrictions Additional Information See the Related Topics. When logging back into the Cisco Unified Communications Manager Attendant Console. For more information about the Call Display Restrictions features. 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). Intercom Beginning with Release 6. see the “Cisco Unified Communications Manager Assistant With Proxy Line Support” chapter. Call Display Restrictions When you enable Call Display Restrictions with Cisco Extension Mobility. 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. Cisco Extension Mobility functions as usual: when a user is logged in to the device. You can assign an intercom line to a device profile. The user must log out of the Cisco Unified Communications Manager Attendant Console. Cisco Unified Communications Manager Features and Services Guide 8-10 OL-15410-01 . the presentation or restriction of the call information depends on the configuration that is defined for that phone type in the Phone Configuration window.1(1) of Cisco Unified Communications Manager. and the call-control status of the attendant console goes down. Cisco Extension Mobility uses a default device that is configured for an intercom line. When the Cisco IP Manager Assistant service starts. the Cisco Unified IP Phone resets. 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. For more information about Cisco Unified Communications Manager Assistant. refer to the “Call Display Restrictions” chapter. refer to the “Configuring Cisco Unified Communications Manager Attendant Console Settings” section. When a user logs on to a device that is not the default device. To use Call Display restrictions with Cisco Extension Mobility. Cisco Extension Mobility supports the Intercom feature. the presentation or restriction of the call information depends on the user device profile that is associated with that user. 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 do so. the manager can access assistants and all Cisco Unified Communications Manager Assistant features (such as call filtering and Do Not Disturb).

the current device gets selected as the default device. ~. • When assignment of an intercom DN takes place programatically through AXL. *. the deletion completes. the phone will perform a restart followed by a reset. the user ID of the previous login user will not display. migration from a Release 6. and the intercom default device will no longer be set to the deleted device. +. This occurs because the phone configuration file gets rebuilt. &. Restrictions The following restrictions apply to Cisco Extension Mobility: • Cisco Extension Mobility works on phones within a single Cisco Unified Communications Manager cluster only. after a successful login. • Cisco Extension Mobility requires a physical Cisco Unified IP Phone for login.1(1) or later automatically designates the intercom default device for that intercom line. For the migration from Release 4.0(1) of Cisco Unified Communications Manager to Release 6. • Cisco Extension Mobility supports a limited number of special characters that can be entered on the phone for the login user ID. #. For example. all Call Back services that are active for the Cisco Extension Mobility user automatically cancel. ensure the intercom DN is updated separately by using Cisco Unified Communications Manager Administration to set the default device. For those phones. @. • If the User Locale that is associated with the login user or profile is not the same as the locale or device. therefore. the user can only enter English characters in the UserID. the phones will not display the last login user IDs until users log in for the first time after the migration. These characters include . Users of office phones that are configured with Cisco Extension Mobility cannot log in to their phones remotely. this file does not get migrated to the database. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 8-11 . (period). Addon module mismatches between profile and device may cause the same behavior.0 (or later) is done. • The characters that display when a user logs in depend on the current locale of the phone. • If Cisco Extension Mobility gets stopped or restarted.x to Release 6. if the phone is currently in the English locale (based on the Logout profile of the phone). $. • When a migration from Cisco Unified CallManager Release 4. When the service parameter “Remember Last Login” gets set to True. and the pound sterling sign.0 (or later). \. • When Cisco Unified Communications Manager assigns an intercom line to a device and the default device value is empty. the system does not auto log out users who are already logged in after the expiration of logout interval. auto-logout happens only once in a day. %. the Euro sign. • When deletion of a device that is set as the intercom default device for an intercom line occurs. You can manually log out these users from either the phones or from Cisco Unified Communications Manager Administration. 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.x to Cisco Unified Communications Manager Release 6. This occurs based on a file on the hard disk. Cisco Extension Mobility displays the previous login user ID whenever the user logs in to the phone. • When a Cisco Extension Mobility user logs out of a device.

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

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

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

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

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

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

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

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

the user can make local. In this scenario. where users can come into any office and use any phone on a temporary basis. the call logs do not get cleared. received. This ensures that the call logs get cleared when a successful login/logout occurs. set the Clear Call Log service parameter to True. When the field is set to True. If a Cisco Extension Mobility logout occurs due to an automatic logout or any occurrence other than a manual logout. At the Clear Call Log Choose True to specify that the call logs are cleared during the Cisco Extension Mobility manual login/logout process. 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. While a user is using the Cisco Extension Mobility service on an IP phone. For example. and international calls. To ensure user privacy by preventing other users of the same phone from seeing the call logs of the previous user. or missed) appear in a call log and can be retrieved and seen on the IP phone display. you should set this parameter to False. all calls (placed. Cisco Unified Communications Manager Features and Services Guide 8-20 OL-15410-01 . A True setting specifies that the extension mobility application remembers the user ID of the last user that logged in to the phone. False. Use this setting in situations where individuals use their own phone on a regular basis. Cisco Extension Mobility could be used to enable the types of calls that are allowed from a phone. Logged In In a typical hoteling scenario. But after logging in using Cisco Extension Mobility. Chapter 8 Cisco Extension Mobility Configuring Cisco Extension Mobility Table 8-2 Service Parameters for Cisco Extension Mobility Service (continued) Setting Description Remember the Last User Choose the default value. Individuals who are not logged in and who are using their office phone can make only internal or emergency calls. Note Call logs get cleared only during manual Cisco Extension Mobility login/logout. and no one else uses that phone. and you would set the field to True. It makes sense to set the Cisco Extension Mobility to remember the last user ID that logged in. long-distance. 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. You can enter strings of trusted IP addresses or host names. the device is allowed to perform login or logout. 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. If the parameter specifies false. Trusted List of IPs Tip In the Service Parameter Configuration window. If the parameter specifies true. If the requesting source IP address is not found in cache. If the parameter specifies false. This parameter displays as a text box (maximum length . especially when used in conjunction with log ins from separate trusted proxy servers for remote devices. If the parameter specifies true. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 8-21 .1024 characters). it is checked against the list of devices registered to Cisco Unified CallManager. in the text box. The setting you select takes effect only if the Validate IP Address parameter specifies true. separated by semi-colons. This parameter specifies whether validation of the IP address of the source that is requesting login or logout occurs. but it offers an additional layer of security in the effort to prevent unauthorized log in or log out attempts. the Cisco Extension Mobility log in or log out request does not get validated. the Cisco Extension Mobility log in and log out requests coming from behind a proxy get rejected. Validation gets first performed against the cache for the device to be logged in or logged out.Chapter 8 Cisco Extension Mobility Configuring Cisco Extension Mobility Table 8-2 Service Parameters for Cisco Extension Mobility Service (continued) Setting Description Validate IP Address Tip In the Service Parameter Configuration window. the log in or log out attempt is blocked. click Advanced to display this service parameter. 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. Validation of IP addresses may increase the time required to log in or log out a device. Allow Proxy Tip In the Service Parameter Configuration window. If the requesting source IP address is not present in the Trusted List of IPs service parameter. click Advanced to display this service parameter. If the IP address is not found. IP address ranges and regular expressions do not get supported. the IP address gets checked against the list of trusted IP addresses and host names specified in the Trusted List of IPs service parameter.

Step 3 Click Next. 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. To add a default device profile for a phone type. choose Media Resources > Music On Hold Audio Source. Step 5 Click Next. Step 6 From the User Hold Audio Source field. Additional Information See the Related Topics. choose a protocol. 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. see the “Overview of Cisco Extension Mobility” section on page 8-2. The Default Device Profile Configuration window displays. from the Select the device protocol drop-down list box. configure the size of the device cache that is maintained by Cisco Extension Mobility. In this field. For more information on how Default Device Profiles work. choose the device (such as a Cisco 7970) to which a profile gets created. the system default. Procedure Step 1 From Cisco Unified Communications Manager Administration. Step 4 If applicable. page 8-30. If you do not choose an audio source. Chapter 8 Cisco Extension Mobility Configuring Cisco Extension Mobility Table 8-2 Service Parameters for Cisco Extension Mobility Service (continued) Setting Description Extension Mobility Cache Tip In the Service Parameter Configuration window. if the device pool does not specify an audio source ID. Cisco Unified Communications Manager uses the audio source that is defined in the device pool or. The value you enter takes effect only if the Validate IP Address parameter specifies true. choose from the drop-down list box to specify the audio source that plays when a user initiates a hold action. The minimum value for this field is 1000 and the maximum is 20000. choose Device > Device Settings > Default Device Profile. choose the locale that is associated with the phone user interface. The default specifies 10000. Cisco Unified Communications Manager Features and Services Guide 8-22 OL-15410-01 . Step 7 At the User Locale drop-down list box. Tip You define audio sources in the Music On Hold Audio Source Configuration window. For access. Step 2 From the Device Profile Type drop-down list box. perform the following procedure. click Size Advanced to display this service parameter.

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

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

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

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

Refer to “Directory Number Configuration Settings” in the Cisco Unified Communications Manager Administration Guide for field descriptions. Step 14 Refer to the “Device Profile Configuration” chapter in the Cisco Unified Communications Manager Administration Guide for more details of configuring a device profile. Step 11 From the Login User Id drop-down list box. The page refreshes. Click Reset and follow the prompts. Refer to the Cisco Unified Communications Manager Bulk Administration Guide for more information. choose a user ID. choose User Management > End User. enter the directory number and click Save. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 8-27 . 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. To associate a user device profile to a user for Cisco Extension Mobility. Step 3 Enter the appropriate settings as described in “End User Configuration Settings” in the Cisco Unified Communications Manager Administration Guide. Additional Information See the Related Topics. For more details. Step 12 From the Association Information section. Step 15 The following prompt displays: Changes to Line or Directory Number settings require restart. click the Add a new DN link. 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. click Save. page 8-30. Step 13 At the Directory Number field. refer to the “Adding a New User” in the Cisco Unified Communications Manager Administration Guide. Step 4 To save your changes and add the user. Tip You can use the Bulk Administration Tool (BAT) to add and delete several user device profiles for Cisco Extension Mobility at one time. follow these steps: Procedure Step 1 From Cisco Unified Communications Manager Administration. Step 2 Click Add New.

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

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

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

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

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

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

page 9-6 • Softkeys. Display M M IP Cisco Cisco Manager Phone Unified Unified CallManager CallManager Cisco Unified Communications Manager Features and Services Guide 9-2 OL-15410-01 . page 9-6 • Cisco Unified Communications Manager Assistant Administration Interface. and the Cisco Unified IP Phone interfaces. Figure 9-1 Cisco Unified Communications Manager Assistant Architecture Cisco IP Manager Assistant Desktop HTTP Tomcat P Assistant Manager P/I TC Console Configuration Cisco IP HT Manager HT TP Assistant TP IP CTI Assistant Phone Manager y CM ftke So DB 141809 Softkey. See the “Setting the Service Parameters for Cisco Unified Communications Manager Assistant” section on page 9-22. the assistant console interfaces. 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. page 9-5 • Manager Interfaces. See Figure 9-1. 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. page 9-2 • Cisco Unified Communications Manager Assistant Database Access Architecture. Additional Information See the “Related Topics” section on page 9-42. Chapter 9 Cisco Unified Communications Manager Assistant With Proxy Line Support Introducing Cisco Unified Communications Manager Assistant 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 9-5 • Assistant Interfaces.

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

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

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

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

page 9-11 Cisco Unified Communications Manager Features and Services Guide OL-15410-01 9-7 . or Windows Vista. page 9-8 • Restrictions. 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. • Interactions. 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. – The Assistant Console application installation program supports Microsoft Internet Explorer (IE) 6. • Cisco Unified Communications Manager Bulk Administration Tool (BAT) if bulk adding of managers and assistants is planned. and Netscape 7. you do not require an additional server. and Netscape 7. (See the “Interactions and Restrictions” section on page 9-7 for more information.).1. 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. Interactions and Restrictions The following sections describe the interactions and restrictions for Cisco Unified Communications Manager Assistant with proxy line support. Internet Explorer 7.1. – The Assistant Console application supports Microsoft Windows 2000. – The Manager Configuration application supports Microsoft Internet Explorer (IE) 6 and Internet Explorer 7. Microsoft Windows XP.

see Configuring a Device Profile in the Cisco Unified Communications Manager Administration Guide. Additional Information See the “Related Topics” section on page 9-42. page 9-10 • Message Waiting Indicator. 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. and Cisco Unified Communications Manager Assistant service then automatically gets enabled on that phone. See the “Configuring a Manager and Assigning an Assistant for Proxy Line Mode” section on page 9-32. Cisco Unified Communications Manager Features and Services Guide 9-8 OL-15410-01 . The following sections describe these reporting tools. 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. page 9-8 • Extension Mobility. 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). page 9-8 • Reporting Tools. “Cisco Extension Mobility. 7971. 7961. Refer to the Cisco Unified Communications Manager Bulk Administration Guide for more information. The manager can then access the Cisco Unified Communications Manager Assistant features. For more information about configuring device profiles. page 9-10 • Intercom. For more information about Cisco Unified Communications Manager Extension Mobility. page 9-10 • Time-of-Day Routing. Chapter 9 Cisco Unified Communications Manager Assistant With Proxy Line Support Interactions and Restrictions 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. To have access to Cisco Extension Mobility with Cisco Unified Communications Manager Assistant. page 9-8 • Multilevel Precedence and Preemption (MLPP). see Chapter 8. The manager logs into the Cisco Unified IP Phone by using 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 Real-Time Monitoring Tool Administration Guide for more information. 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 manager or the assistant made the change • by Userid—The userid of the manager or assistant who made the change • Parameter Name—What changed. Step 3 Choose the Original data type. A manager can change defaults by accessing the Manager Configuration from a URL. the administrator can open the log file by using a spreadsheet application such as Microsoft Excel. file type as Delimited. Step 2 To open the ConfigChange*. Note Refer to the Cisco Unified Communications Manager Assistant User Guide for information about the URL and Manager Configuration. An assistant can change the manager defaults from the Assistant Console. choose File > Open. 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.log.log file. Cisco Unified Serviceability supports inventory reporting. and click Next. 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. Use the following procedure to save the log file contents to the Microsoft Excel application. for example. Procedure Step 1 Start the Microsoft Excel application. the information gets sent to a log file that is called ipma_changeLogxxx. Refer to the Cisco Unified Serviceability Administration Guide and the CDR Analysis and Reporting Administration Guide for more information. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 9-9 . The CDR Analysis and Reporting (CAR) tool supports call-completion statistics. IPMA_ChangeLog The administrator can view a summary of changes that are made to the Manager or Assistant Configurations.

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

• The Assistant Console does not support record and monitoring. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 9-11 . • 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. 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. • 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). 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. 7970. see the “Cisco Unified Communications Manager Assistant Architecture Overview” section on page 9-2. For more information. • Cisco Unified IP Phone 7940/41 supports only two lines or speed-dial buttons. • One assistant can support up to 33 managers (if each manager has one Cisco Unified Communications Manager Assistant—Controlled Line). 7961. • The Assistant Console does not support hunt groups/queues. • When an upgrade to Cisco Unified Communications Manager Release 7. install the Microsoft Java Virtual Machine (JVM) with Windows XP Service Pack 1 before the Assistant Console installation. and 7971 support only the Cisco Unified Communications Manager intercom feature. • 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. • 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 Assistant supports up to 3500 managers and 3500 assistants by configuring multiple Cisco IP Manager Assistant servers (pools). a manager and all configured assistants for that manager should belong to the same pool. Installing and Activating Cisco Unified Communications Manager Assistant Cisco Tomcat loads the Cisco Unified Communications Manager Assistant. When multiple pools are enabled. a servlet. Cisco Unified IP Phones 7941. • One manager can have up to 10 assigned assistants. • To install the Assistant Console application on a computer with Microsoft Internet Explorer 6 (or later) on Windows XP.0(1) occurs. Cisco Tomcat gets installed and started at Cisco Unified Communications Manager installation.

Refer to the Cisco Unified Communications Operating System Administration Guide for information on locale installers. perform the system. For configuration information about shared line support. 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. See the “Setting the Service Parameters for Cisco Unified Communications Manager Assistant” section on page 9-22. page 9-27 • Cisco Unified IP Phone Service Configuration. 2. 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. review the steps in the configuration checklist. Configuring Cisco Unified Communications Manager Assistant with Proxy Line Support For successful configuration of Cisco Unified Communications Manager Assistant. page 9-13 • System Configuration with Proxy Line Support. page 9-27 • Manager and Assistant Phone Configuration. Use the Serviceability Control Center Feature Service window to stop and start the Cisco IP Manager Assistant service. Configure the applicable service parameters for the Cisco IP Manager Assistant service. and configure the managers and assistants. Refer to the Cisco Unified Serviceability Administration Guide. and device configuration requirements. page 9-25 • Security Considerations. see Configuring Cisco Unified Communications Manager Assistant with Shared Line Support. 3. The following sections provide configuration information: • Configuration Checklist for Cisco Unified Communications Manager Assistant with Proxy Line Support. Use Cisco Unified Serviceability Service Activation. page 9-27 • Manager and Assistant Configuration. page 9-22 • Configuring Multiple Servers for Cisco Unified Communications Manager Assistant Scalability. page 9-17 • Setting the Service Parameters for Cisco Unified Communications Manager Assistant. verify that the locale installer is installed before configuring Cisco Unified Communications Manager Assistant. user. 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. Note 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. page 9-26 • Starting the Cisco IP Manager Assistant Service. to activate the Cisco IP Manager Assistant service. located on the Tools menu.

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 Related Procedures and Topics
Step 1 Using Cisco Unified Serviceability, Service Activation, activate Cisco Unified Serviceability Administration
the Cisco IP Manager Assistant service. Guide
Step 2 Configure system administration parameters: Calling Search Space and Partitions,
• Add three partitions. page 9-20
Configuring a Partition, Cisco Unified
• Add two calling search spaces.
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 Cisco Unified Communications Manager
parameters, use the Cisco Unified Communications Assistant CTI Route Point, page 9-21
Manager Assistant Configuration Wizard. For more
Configuring a CTI Route Point, Cisco Unified
information, see the “Cisco Unified Communications
Communications Manager Administration
Manager Assistant Configuration Wizard” section on
Guide
page 9-17.
Cisco Unified Communications Manager
• Add the partition of the manager line to the calling search Assistant Configuration Wizard, page 9-17
space of the Message Waiting Indicator (MWI) on and off
number (if MWI is required). Setting the Service Parameters for Cisco
Unified Communications Manager Assistant,
• If using the Cisco Unified Communications Manager page 9-22
intercom feature, add the Intercom partition, Intercom
Service Parameters Configuration, Cisco
calling search space, Intercom directory number, and the
Unified Communications Manager
Intercom translation pattern.
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 Related Procedures and Topics
Step 3 If multiple Cisco Unified Communications Manager Assistant Configuring Multiple Servers for Cisco
pools are required to support large numbers of assistants and Unified Communications Manager Assistant
managers, configure the following Cisco IP Manager Assistant Scalability, page 9-25
clusterwide service parameters:
• Enable Multiple Active Mode
• Pool 2 and Pool 3 Cisco IPMA Server IP Address
Step 4 Configure the application user CAPF profile (optional). Setting the Service Parameters for Cisco
Unified Communications Manager Assistant,
Configure Cisco IP Manager Assistant service parameters for
page 9-22
security (optional).
Security Considerations, page 9-26
Step 5 Using the Serviceability Control Center Feature Services, stop Starting the Cisco IP Manager Assistant
and start the Cisco IP Manager Assistant service. Service, page 9-27
Step 6 Configure phone parameters: Cisco Unified IP Phone Service
Configuration, page 9-27
• Add Assistant Primary Service as a Cisco Unified IP Phone
service. If necessary, add Assistant Secondary service Configuring an IP Phone Service, Cisco
pointing to the Cisco Unified Communications Manager 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
Step 7 Configure manager and assistant Cisco Unified IP Phone Configuring Cisco Unified IP Phones, Cisco
parameters: Unified Communications Manager
• Set up manager phone. Administration Guide

• 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 Related Procedures and Topics
Step 8 Configure manager phone settings: Manager and Assistant Phone Configuration,
page 9-27
• 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
• Add intercom line. Administration Guide
• For Cisco Unified IP Phones 7940 and 7960, add speed dial Directory Number Configuration Overview,
for outgoing intercom targets Cisco Unified Communications Manager
Administration Guide
• For Cisco Unified IP Phones 7941, 7961, 7970, and 7971,
add the intercom capabilities. Do Not Disturb, page 18-1

• 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 Configuring IP Phone Services, Cisco Unified
settings, choose the automatic configuration check box Communications Manager Administration
on the Manager Configuration window. For more Guide
information, see the “Manager Phones” section on
Resetting a Phone, Cisco Unified
page 9-28.
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 Related Procedures and Topics
Step 9 Configure assistant phone settings: Manager and Assistant Phone Configuration,
page 9-27
• Assign a softkey template.
Finding a Phone, Cisco Unified
• Add a Cisco Unified IP Phone Expansion Module (optional).
Communications Manager Administration
• Add a primary line. Guide
• Add proxy lines for each configured manager. Add a Deleting a Phone, Cisco Unified
voice-mail profile that is the same as the voice-mail profile Communications Manager Administration
on the manager primary line. Guide
• Add incoming intercom line. Directory Number Configuration Overview,
• For Cisco Unified IP Phones 7940 and 7960, add speed dial Cisco Unified Communications Manager
for outgoing intercom targets Administration Guide

• For Cisco Unified IP Phones 7941, 7961, 7970, and 7971, Intercom, page 9-10
add the intercom capabilities. Intercom, page 22-1
• Set user locale. Configuring Speed-Dial Buttons, Cisco
• Reset the phone. Unified Communications Manager
Administration Guide
Tip To automatically configure some assistant phone
settings, choose the Automatic Configuration check box Resetting a Phone, Cisco Unified
on the Assistant Configuration window. For more Communications Manager Administration
information, see the “Assistant Phones” section on Guide
page 9-29.
Step 10 Configure Cisco Unified Communications Manager Assistant Configuring a Manager and Assigning an
application: Assistant for Proxy Line Mode, page 9-32
• Create a new manager. Deleting Cisco Unified Communications
Manager Assistant Information from the
• Configure lines for manager.
Manager, page 9-34
• Assign an assistant to a manager.
Intercom, page 9-10
• Configure lines for the assistant.
Intercom, page 22-1
• Configure intercom lines (optional).
Configuring Proxy, Incoming Intercom, and
Primary Lines for the Assistant, page 9-35
Step 11 Configure the dial rules for the assistant. Dial Rules Configuration, page 9-39
Step 12 Install the Assistant Console application. Installing the Assistant Console Application,
page 9-39
Step 13 Configure the manager and assistant console applications. Cisco Unified Communications Manager
Assistant User 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

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.

Note 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.

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.

Note 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.

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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

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.

Note 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.

Step 2 To begin the Cisco Unified Communications Manager Assistant Configuration wizard process, click the
Next button.
The Partition for Managers window displays.
Step 3 Enter a name in the partition name field and provide a description; otherwise, use the default partition
name and description.
Step 4 Click the Next button.
The CTI Route Point Partition window displays.
Step 5 Enter a name in the CTI route point name field and provide a description; otherwise, use the default CTI
route point name.
Step 6 Click the Next button.
The Partition for All Users window displays.
Step 7 Enter a name in the partition name field and provide a description; otherwise, use the default partition
name and description.
Step 8 Click the Next button.
The Intercom Partition window displays.
Step 9 Enter a name in the name field and provide a description; otherwise, use the default Intercom Partition
name.
Step 10 Click the Next button.
The Assistant Calling Search Space window displays.
Step 11 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.

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Configuring Cisco Unified Communications Manager Assistant with Proxy Line Support

Step 12 Click the Next button.
The Everyone Calling Search Space window displays.
Step 13 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 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.

Note 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.

Step 15 Click the Next button.
The CTI Route Point window displays.
Step 16 Enter a name in the CTI route point name field; otherwise, use the default CTI route point name.
Step 17 From the drop-down selection list box, choose the appropriate device pool.
Step 18 Enter a route point directory number; otherwise, use the default route point directory number.
Step 19 From the drop-down selection list box, choose the appropriate numbering plan.
Step 20 Click the Next button.
The Phone Services window displays.
Step 21 Enter the Primary Phone Service Name; otherwise, use the default Phone Service name.
Step 22 From the drop-down list box, choose the Primary Cisco Unified Communications Manager Assistant
server or enter a server name or IP address.
Step 23 Enter the Secondary Phone Service Name; otherwise, use the default Phone Service name.
Step 24 From the drop-down list box, choose the secondary Cisco Unified Communications Manager Assistant
server or enter a server name or IP address.
Step 25 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 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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Configuring Cisco Unified Communications Manager Assistant with Proxy Line Support

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.

Note 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
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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Configuring Cisco Unified Communications Manager Assistant with Proxy Line Support

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" Partition
Everyone

CTI Route Point Partition Assistant DN = 3000
(3)
CSS = Cisco Unified
CallManager Assistant,
Route Point DN = 1xxx Everyone
Managed by Cisco IPMA Service (2) Manager Proxy Line
CSS = Manager, Everyone DN = 2000
CSS = Manager, Everyone
(1)
User DN = 3001
CSS = Cisco Unified
CallManager Assistant,
(1) 3001 calls 1000 Everyone

141812
(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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Configuring Cisco Unified Communications Manager Assistant with Proxy Line Support

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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Configuring Cisco Unified Communications Manager Assistant with Proxy Line Support

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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Configuring Cisco Unified Communications Manager Assistant with Proxy Line Support

• 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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Configuring Cisco Unified Communications Manager Assistant with Proxy Line Support

Figure 9-5 Scalability Architecture

CMA Pool1 CMA Pool2 CMA Pool3
Backup Backup Backup

CMA Pool1 CMA Pool2 CMA Pool3
Primary Primary Primary

CTI CTI CTI
DB DB DB

Console Primary CM Console
Applications Applications
and Web pages and Web pages
for Pool 1 users DB for Pool 3 users

Console
Applications
and Web pages
for Pool 2 users

IP IP

201292
Managers Phones Assistants Phones

1. Activate IPMA service (see the “Installing and Activating Cisco Unified Communications Manager
Assistant” section on page 9-11)
2. Enable multiple active mode (see the “Setting the Service Parameters for Cisco Unified
Communications Manager Assistant” section on page 9-22)
3. Provide IP addresses for multiple pools (see the “Setting the Service Parameters for Cisco Unified
Communications Manager Assistant” section on page 9-22)
4. 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.

Note 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).

– 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.

Tip Configure manager information before configuring assistant information.

Procedure

Step 1 To configure the manager and to assign an assistant to an existing user, choose User Management >
End User.
Step 2 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.
Step 3 To display user information for the chosen manager, click the user name.
The End User Configuration window displays.
Step 4 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.

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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.

Tip 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.

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.

Note 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.

Step 7 From the Intercom Line drop-down list box, choose the intercom line appearance for the manager, if
applicable.

Note The chosen intercom line applies to the Cisco Unified Communications Manager Assistant and
Cisco Unified Communications Manager intercom features.

Step 8 From the Assistant Pool drop-down list box, choose the appropriate Pool number (1 to 3).
Step 9 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.
Step 10 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.

Note 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.

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.
Step 2 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.
Step 3 Choose the manager whose information you want to delete.
Step 4 From the Related Links drop-down list box, click Manager Configuration.
The Manager Configuration window displays and contains manager configuration information.
Step 5 Click the Delete button.
The update takes effect immediately.

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.
Step 2 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.
Step 3 Choose the manager whose information you want to update.
Step 4 From the Related Links drop-down list box, click Manager Configuration.
The Manager Configuration window displays and contains manager configuration information.
Step 5 Update the information that you want changed such as device name, controlled lines, assistant, or
intercom line appearance.

Note 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 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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Configuring Cisco Unified Communications Manager Assistant with Proxy Line Support

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.

Tip 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
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 To configure an assistant and assign proxy and incoming intercom lines, choose User Management >
End User.
Step 2 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.
Step 3 To display user information for the chosen assistant, click the user name.
The End User Configuration window displays.
Step 4 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.
Step 5 From the Device Name drop-down list box, choose the device name to associate with the assistant.
Step 6 From the Intercom Line drop-down list box, choose the incoming intercom line appearance for the
assistant.
Step 7 From the Primary Line drop-down list box, choose the primary line appearance for the assistant.
Step 8 Use the selection boxes in the Manager Association to Assistant Line area to assign and associate
manager line numbers to the assistant line numbers.

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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.

Note 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.

Step 9 In the Manager Names selection box, choose the manager for whom this proxy line will apply.
Step 10 In the Manager Lines selection box, choose the manager line for which this proxy line will apply.
Step 11 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.
Step 2 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.
Step 3 Choose the assistant whose information you want to delete.
Step 4 From the Related Links drop-down list box, click Assistant Configuration.
The Assistant Configuration window displays.
Step 5 Click the Delete button.
The update takes effect immediately.

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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 To search for the assistant for whom you want to update information, choose User Management > End
User from Cisco Unified Communications Manager Administration.
Step 2 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.
Step 3 Choose the assistant whose information you want to update.
Step 4 From the Related Links drop-down list box, click Assistant Configuration.
The Assistant Configuration window displays.
Step 5 Update the information such as device name, intercom line, or manager association information that you
want changed.

Note 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 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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and Internet Explorer 7..x version of the assistant console application. The administrator sends the URL.1(3)). Previous versions of the assistant console application do not work with Windows Vista.0. A previous 5.x or 6. Cisco Unified Communications Manager System Guide • Application Dial Rules Configuration Error Checking. go to the Control Panel and remove it. or Windows Vista. After you upgrade from Cisco Unified CallManager Release 4. Dial Rules Configuration The administrator uses dial rules configuration to add and sort the priority of dialing rules. uninstall the 4.Programs > Cisco Unified CallManager Assistant > Uninstall Assistant Console. Installing the Assistant Console Application The assistant console application installation supports Netscape 7.x or 6.1. and Microsoft Internet Explorer 6. 4.x version of the assistant console application works with Cisco Unified Communications Manager 7.x version of the assistant console application before you install the plug-in. If the PC runs Windows Vista. You can install the application on a PC that runs Windows 2000. in the “Installing the Assistant Console Application” section on page 9-39. The following sections provide additional information on application dial rules: • Application Dial Rules Configuration Design.0 plug-in. Note The assistant console application installation program supports Netscape 7. you must uninstall the previous 5. a dial rule can automatically add the digit 9 in front of a 7-digit telephone number to provide access to an outside line. For example. To uninstall a 5.1(x) attendant console application.x version before 5. Before you install the plug-in. but if you decide to install the 7. To uninstall previous versions of the assistant console application (6.x.0(1). Internet Explorer 7.1(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. install the plug-in.0. 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. Microsoft Internet Explorer 6.. choose Start> . Windows XP. 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 9-42.1 (or later). you must install the assistant console plug-in. or any 5. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 9-39 .x to Cisco Unified Communications Manager 7. to the assistant.

To install the assistant console application. Tip By default. The first time that the assistant logs in to the console.Programs menu. The installation wizard displays. click the Download link. 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. Cisco Unified Communications Manager Features and Services Guide 9-40 OL-15410-01 . click Next. Step 3 Locate the executable and run it. Allow the installation to continue. Step 5 Accept the license agreement and click Next.4. Tip To launch the assistant console. click the desktop icon or choose Cisco Unified Communications Manager Assistant > Assistant Console in the Start.. After you choose the location for the installation. click Next. browse to Cisco Unified Communications Manager Administration and choose Application > Plugins. perform the following procedure: Procedure Step 1 From the PC where you want to install the assistant console application.. 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. The installation begins. save the executable to a location that you will remember. Step 2 For the Cisco Unified Communications Manager Assistant plug-in. click Finish. Before the assistant logs in to the console.2_05 exist in C:\Program Files\Cisco\Cisco Unified Communications Manager. Step 4 In the Welcome window. 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. Tip If you install the application on a Windows Vista PC. the application installs in C:\Program Files\Cisco\ Unified Communications Manager Assistant Console. click Next. Step 8 After the installation completes. Step 6 Choose the location where you want the application to install. a security window may display. Step 7 To install the application.

– Create an environment variable—Assistant_JRE on the assistant console.4. which gives the path to the JRE.2_05. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 9-41 . This parameter determines whether a shortcut is created on the assistant console. the following configuration must exist on the assistant console: – Install JRE 1. • Create StartMenu Shortcut—Default specifies true. for example. This parameter determines whether JRE is installed along with assistant console.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. 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.4. The Advanced tab in the Cisco Unified Communications Manager Assistant Settings window allows you to enable trace for the assistant console. The administrator must send this URL to the manager. Additional Information See the “Related Topics” section on page 9-42.2_05 (international version) on the assistant console. This parameter determines whether a shortcut is created in the Start menu (Start > Programs > Cisco Unified Communications Manager Assistant > Assistant Console). If this option is turned off. give the assistant the user name and password that is required to log in to the console. c:\Program Files\Jave\j2re1. Note The Manager Configuration only supports Microsoft Internet Explorer (IE) 6 and Internet Explorer 7. The default specifies following path: c:\Program Files\Cisco\Cisco Unified Communications Manager Assistant Console • Create Desktop Shortcut—Default specifies true. 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. • Install JRE—Default specifies true. 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.

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

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

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

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

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

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

The administrator chooses the device for the manager and assistant and optionally chooses an intercom line for the manager and assistant. See the “Manager and Assistant Configuration” section on page 10-20. Transfer to Voice Mail. (See the “Interactions and Restrictions” section on page 10-7 for more information. and Do Not Disturb on the Cisco Unified IP Phone. and Netscape 7. for example. which gets configured for the assistant. Softkeys only appear in their appropriate call state. 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.1. Internet Explorer 7. Note The default process assigns call-processing softkey templates to devices. The administrator sets up the shared line for the manager. 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. Internet Explorer 7. 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. 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. and Netscape 7. Transfer to Voice Mail does not appear if no active calls exist.) Cisco Unified Communications Manager Features and Services Guide 10-6 OL-15410-01 . 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. the system makes call-processing (such as hold and dial) softkeys available with the Standard User template. – The Assistant Console application installation program supports Microsoft Internet Explorer (IE) 6. Administrators can create custom softkey templates in addition to using the standard softkey templates that are included in Cisco Unified Communications Manager. 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.1.

page 10-7 • Restrictions. page 10-8 • Reporting Tools. 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.) 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. – The Manager Configuration application supports Microsoft Internet Explorer (IE) 6. Chapter 10 Cisco Unified Communications Manager Assistant With Shared Line Support Interactions and Restrictions – The Assistant Console application supports Microsoft Windows 2000. page 10-8 • Multilevel Precedence and Preemption (MLPP). and Microsoft Vista. page 10-7 • Extension Mobility. Microsoft Windows XP. you do not require an additional server. page 10-9 • Intercom.0 or later. 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 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. Refer to the Cisco Unified Communications Manager Bulk Administration Guide for more information. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 10-7 . Interactions and Restrictions The following sections describe the interactions and restrictions for Cisco Unified Communications Manager Assistant: • Interactions. 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.

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

For example. Step 3 Choose the Original data type. Refer to the Cisco Unified Real-Time Monitoring Tool Administration Guide for more information.txt file. Step 2 Choose File > Open to open the Unified CM Assistant. Step 5 When complete. 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. for example. 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. • Because Cisco Unified Communications Manager Assistant does not have knowledge of the precedence of a call. Procedure Step 1 Start the Microsoft Excel application. click Finish. it does not provide any additional indication of the precedence of a call on the assistant console. file type as Delimited and click Next. when an assistant diverts a call. Step 4 Choose Delimiters as Comma and click Next. the system preserves the precedence of the call. 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 . Use the following procedure to save the log file contents to 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 administrator can open the log file by using a spreadsheet application such as Microsoft Excel.

7961. 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. • To install the Assistant Console application on a computer with Microsoft Internet Explorer 6 (or later) on Windows XP. and 7971 support only the Cisco Unified Communications Manager intercom feature. intercom calling search space. • The Assistant Console does not support record and monitoring.0(1) occurs. Cisco Unified IP Phones 7941. When multiple pools are enabled. • One assistant can support up to 33 managers (if each manager has one Cisco Unified Communications Manager-controlled line). • Cisco Unified IP Phone 7940/7941 supports only two lines or speed-dial buttons. a manager and all configured assistants for that manager should belong to the same pool. DN. • 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). 7961. • When an upgrade to Cisco Unified Communications Manager Release 7. • Cisco Unified Communications Manager intercom (used with Cisco Unified IP Phones 7941. 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. • Cisco Unified IP Phones 7960 and 7940 support only the Cisco Unified Communications Manager Assistant intercom lines feature. install the Microsoft Java Virtual Machine (JVM) with Windows XP Service Pack 1 before the Assistant Console installation. 7970. intercom directory number. This intercom feature gets configured by using the DN configuration and end user (manager and assistant) configuration windows. This intercom feature gets configured by using the intercom partition. • 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. • One manager can have up to 10 assigned assistants. • 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). and end user (manager and assistant) configuration windows. and 7971). • The Assistant Console does not support the one-touch Call Pickup feature. • The Assistant Console does not support hunt groups/queues. 7970. intercom translation pattern. • Cisco Unified Communications Manager Assistant supports up to 3500 managers and 3500 assistants by configuring multiple Cisco IP Manager Assistant servers (pools). Cisco Unified Communications Manager Features and Services Guide 10-10 OL-15410-01 . Chapter 10 Cisco Unified Communications Manager Assistant With Shared Line Support Interactions and Restrictions • Cisco Unified Communications Manager Assistant intercom (used with Cisco Unified IP Phones 7940 and 7960).

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. 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.
2. 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.
3. 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.

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.

Note 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:
• 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

Cisco Unified Communications Manager Features and Services Guide
OL-15410-01 10-11

Chapter 10 Cisco Unified Communications Manager Assistant With Shared Line Support
Configuring Cisco Unified Communications Manager Assistant with Shared Line Support

• 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 Related Procedures and Topics
Step 1 Using Cisco Unified Serviceability, Service Activation, activate Cisco Unified Serviceability Administration
Cisco IP Manager Assistant service. Guide
Step 2 Configure Cisco IP Manager Assistant service parameters for Setting the Service Parameters for Cisco
shared line support. 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 Intercom, page 22-1
feature, add the Intercom partition, Intercom calling search
Intercom, page 10-9
space, Intercom directory number, and the Intercom translation
pattern. Configuring Shared and Incoming Intercom
Lines for the Assistant, page 10-24
Step 4 If multiple Cisco Unified Communications Manager Assistant Configuring Multiple Servers for Cisco
pools are required to support large numbers of assistants and Unified Communications Manager Assistant
managers, configure the following Cisco IP Manager Assistant Scalability, page 10-16
clusterwide service parameters:
• Enable Multiple Active Mode
• Pool 2 and Pool 3 Cisco IPMA Server IP Address
Step 5 • Configure the application user CAPF profile (optional). Setting the Service Parameters for Cisco
• Configure Cisco IP Manager Assistant service parameters Unified Communications Manager Assistant,
for security (optional). page 10-15
Security Considerations, page 10-18
Step 6 Using the Serviceability Control Center Feature Services, stop Starting the Cisco IP Manager Assistant
and start the Cisco IP Manager Assistant service. Service, page 10-18

Cisco Unified Communications Manager Features and Services Guide
10-12 OL-15410-01

Chapter 10 Cisco Unified Communications Manager Assistant With Shared Line Support
Configuring Cisco Unified Communications Manager Assistant with Shared Line Support

Table 10-1 Cisco Unified Communications Manager Assistant Configuration Checklist
with Shared Line Support (continued)

Configuration Steps Related Procedures and Topics
Step 7 Add the appropriate Cisco Unified IP Phone phone button Configuring Phone Button Templates, Cisco
template. Unified Communications Manager
Administration Guide
Step 8 Configure manager and assistant Cisco Unified IP Phone Cisco Unified IP Phone Configuration, Cisco
parameters: Unified Communications Manager
• Set up manager phone. Administration Guide

• Set up assistant phone.
Step 9 Configure manager phone settings: Manager and Assistant Phone Configuration,
• Assign the softkey template for shared line mode. 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
• Add incoming intercom line (optional). Directory Number Configuration Overview,
• For Cisco Unified IP Phones 7940 and 7960, add speed dial 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. Intercom, page 10-9
• Set user locale. Intercom, page 22-1
• Reset the phone. Configuring Speed-Dial Buttons, Cisco
Tip To automatically configure some manager phone Unified Communications Manager
settings, choose the automatic configuration check box Administration Guide
on the Manager Configuration window when you are Resetting a Phone, Cisco Unified
configuring the manager. For more information, see the Communications Manager Administration
“Manager Phones” section on page 10-19. Guide

Cisco Unified Communications Manager Features and Services Guide
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Chapter 10 Cisco Unified Communications Manager Assistant With Shared Line Support
Configuring Cisco Unified Communications Manager Assistant with Shared Line Support

Table 10-1 Cisco Unified Communications Manager Assistant Configuration Checklist
with Shared Line Support (continued)

Configuration Steps Related Procedures and Topics
Step 10 Configure assistant phone settings: Manager and Assistant Phone Configuration,
page 10-18
• Assign a softkey template.
Finding a Phone, Cisco Unified
• Add a 14-button expansion module (optional).
Communications Manager Administration
• Assign the phone button template. Guide
• Add a primary line. Deleting a Phone, Cisco Unified
• Add shared lines for each configured manager. (Use the Communications Manager Administration
same DN and partition for the assistant secondary line and Guide
manager primary line.) Directory Number Configuration Overview,
• Add incoming intercom line (optional). Cisco Unified Communications Manager
Administration Guide
• For Cisco Unified IP Phones 7940 and 7960, add speed dial
for outgoing intercom targets. Intercom, page 10-9

• For Cisco Unified IP Phones 7941, 7961, 7970, and 7971, Intercom, page 22-1
add the intercom capabilities. Configuring Speed-Dial Buttons, Cisco
• Set user locale. Unified Communications Manager
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: Configuring a Manager and Assigning an
Assistant for Shared Line Mode, page 10-21
• Create a new manager.
Deleting Cisco Unified Communications
• Configure shared lines for manager.
Manager Assistant Information for the
• Assign an assistant to a manager. Manager, page 10-23
• Configure lines for the assistant. Configuring Shared and Incoming Intercom
• Configure intercom lines (optional) 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
Step 13 Install the Assistant Console application. Installing the Assistant Console Application,
page 10-27
Step 14 Configure the manager and assistant console applications. Cisco Unified Communications Manager
Assistant User Guide

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Chapter 10 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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Chapter 10 Cisco Unified Communications Manager Assistant With Shared Line Support
Configuring Cisco Unified Communications Manager Assistant with Shared Line Support

– 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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Chapter 10 Cisco Unified Communications Manager Assistant With Shared Line Support
Configuring Cisco Unified Communications Manager Assistant with Shared Line Support

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 CMA Pool2 CMA Pool3
Backup Backup Backup

CMA Pool1 CMA Pool2 CMA Pool3
Primary Primary Primary

CTI CTI CTI
DB DB DB

Console Primary CM Console
Applications Applications
and Web pages and Web pages
for Pool 1 users DB for Pool 3 users

Console
Applications
and Web pages
for Pool 2 users

IP IP

201292
Managers Phones Assistants Phones

1. Activate IPMA service (see the “Installing and Activating Cisco Unified Communications Manager
Assistant” section on page 10-11)
2. Enable multiple active mode (see the “Setting the Service Parameters for Cisco Unified
Communications Manager Assistant” section on page 10-15)
3. Provide IP addresses for multiple pools (see the “Setting the Service Parameters for Cisco Unified
Communications Manager Assistant” section on page 10-15)
4. 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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Chapter 10 Cisco Unified Communications Manager Assistant With Shared Line Support
Configuring Cisco Unified Communications Manager Assistant with Shared Line Support

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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Chapter 10 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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Chapter 10 Cisco Unified Communications Manager Assistant With Shared Line Support
Configuring Cisco Unified Communications Manager Assistant with Shared Line Support

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.

Note 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).

– Configure assistants for managers.

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Chapter 10 Cisco Unified Communications Manager Assistant With Shared Line Support
Configuring Cisco Unified Communications Manager Assistant with Shared Line Support

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

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.

Tip Configure manager information before configuring Cisco Unified Communications Manager Assistant
information for an assistant.

Procedure

Step 1 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.
Step 2 To display user information for the chosen manager, click the user name.
The End User Configuration window displays.
Step 3 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 The Manager Configuration window displays and contains manager information, assistant information,
and controlled lines information.
Step 5 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.

Note 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.

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Chapter 10 Cisco Unified Communications Manager Assistant With Shared Line Support
Configuring Cisco Unified Communications Manager Assistant with Shared Line Support

Step 6 Click the Uses Shared Lines check box.
Step 7 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.

Note 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.

Step 8 From the Intercom Line drop-down list box, choose the intercom line appearance for the manager, if
applicable.

Note The chosen intercom line applies to the Cisco Unified Communications Manager Assistant and
Cisco Unified Communications Manager intercom features.

Step 9 If applicable, from the Assistant Pool drop-down list box, choose the appropriate Pool number (1 to 3).
Step 10 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.

Tip You can go to the Assistant Configuration window by highlighting the assistant name and
clicking the View Details link.

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.

Note Ensure the controlled line is always the shared line DN.

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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Chapter 10 Cisco Unified Communications Manager Assistant With Shared Line Support
Configuring Cisco Unified Communications Manager Assistant with Shared Line Support

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.
Step 2 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.
Step 3 From the Find and List Users window, choose the manager whose information you want to delete. The
End User Configuration window displays.
Step 4 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.
Step 5 Click the Delete button.
The update takes effect immediately.

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 To search for the manager for whom you want to update information, choose User Management > End
User from Cisco Unified Communications Manager Administration.
Step 2 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.
Step 3 From the Find and List Users window, choose the manager whose information you want to update. The
End User Configuration window displays.
Step 4 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.
Step 5 Update the information that you want changed such as device name, controlled lines, or intercom line
appearance.
Step 6 Click the Save button.

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Chapter 10 Cisco Unified Communications Manager Assistant With Shared Line Support
Configuring Cisco Unified Communications Manager Assistant with Shared Line Support

The update takes effect immediately.

Note 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 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.

Tip 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 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.
Step 2 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.
Step 3 To display user information for the chosen assistant, click the user name.
The End User Configuration window displays.

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

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

uncheck the Automatic Configuration check box. Dial rules for Cisco Unified Communications Manager Assistant automatically strip numbers from or add numbers to telephone numbers that the assistant dials. Note The assistant console application installation program supports Netscape 7. are made to a user. 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. a dial rule can automatically add the digit 9 in front of a 7-digit telephone number to provide access to an outside line. If you do not want to use automatic configuration. Dial Rules Configuration The administrator uses dial rules configuration to add and sort the priority of dialing rules. to the assistant. Note When non-Cisco Unified Communications Manager Assistant changes such as name. and Internet Explorer 7. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 10-27 . Microsoft Internet Explorer 6. Windows XP. user locale. Installing the Assistant Console Application The assistant console application installation supports Netscape 7. The following sections provide additional information on application dial rules: • Application Dial Rules Configuration Design. and Microsoft Internet Explorer 6. or Windows Vista. The administrator sends the URL. or PIN.1 (or later). Internet Explorer 7. the user (manager or assistant) must log out of Cisco Unified Communications Manager Assistant and log in before the changes occur.1. 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. in the “Installing the Assistant Console Application” section on page 10-27. Additional Information See the “Related Topics” section on page 10-30. 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. For example. Cisco Unified Communications Manager System Guide • Application Dial Rules Configuration Error Checking. You can install the application on a PC that runs Windows 2000.

0 plug-in. Tip By default.x or 6. save the executable to a location that you will remember.. 4.4. a security window may display. After you upgrade from Cisco Unified CallManager Release 4. Before you install the plug-in. To uninstall previous versions of the assistant console application (6.1(3) or 6.x version before 5. choose Start> . Step 4 In the Welcome window. Step 3 Locate the executable and run it. Step 2 For the Cisco Unified Communications Manager Assistant plug-in. browse to Cisco Unified Communications Manager Administration and choose Application > Plugins. Tip If you install the application on a Windows Vista PC. click Next. click the Download link. The installation begins.2_05 exist in C:\Program Files\Cisco\Cisco Unified Communications Manager. perform the following procedure: Procedure Step 1 From the PC where you want to install the assistant console application.x or 6. Step 6 Choose the location where you want the application to install. The installation wizard displays.x to Cisco Unified Communications Manager 7.x version of the assistant console application.0. click Next. click Finish. the application installs in C:\Program Files\Cisco\ Unified Communications Manager Assistant Console.. To install the assistant console application. Step 8 After the installation completes. install the plug-in. If the PC runs Windows Vista.x version of the assistant console application before you install the plug-in. 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.x version of the assistant console application works with Cisco Unified Communications Manager 7. Step 7 To install the application. go to the Control Panel and remove it. Tip The assistant console application requires that JRE1.1(3)). but if you decide to install the 7. Step 5 Accept the license agreement and click Next. uninstall the 4.x. you must install the assistant console plug-in. To uninstall a 5. or any 5. you must uninstall the previous 5.0(1). Chapter 10 Cisco Unified Communications Manager Assistant With Shared Line Support Providing Information to Cisco Unified Communications Manager Assistant Managers and Assistants A previous 5.1(x) attendant console application. After you choose the location for the installation.0.Programs > Cisco Unified CallManager Assistant > Uninstall Assistant Console. Allow the installation to continue. click Next.

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. 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. 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.0 or later.. The first time that the assistant logs in to the console.Programs menu.4. This parameter determines whether a shortcut is created on the assistant console. This parameter determines whether JRE is installed along with Unified CM Assistant assistant console. The default specifies following path: c:\Program Files\Cisco\Unified Communications Manager Assistant Console • Create Desktop Shortcut—Default specifies true. 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. The Advanced tab in the Cisco Unified Communications Manager Assistant Settings window allows you to enable trace for the assistant console. c:\Program Files\Jave\j2re1. This parameter determines whether a shortcut is created in the Start menu (Start > Programs > Cisco Unified Communications Manager Assistant > Assistant Console). give the assistant the user name and password that is required to log in to the console. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 10-29 . • Install JRE—Default specifies true.4.2_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. for example. Note The Manager Configuration only supports Microsoft Internet Explorer 6. you need to ensure that the following configuration is on the assistant console: – Install JRE 1.. which gives the path to the JRE. Before the assistant logs in to the console. If this option is turned off. • Create StartMenu Shortcut—Default specifies true.2_05 (international version) on the assistant console – Create an environment variable—Assistant_JRE on 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.

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

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

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. Chapter 11 Cisco Unified Communications Manager Attendant Console Introducing Cisco Unified Communications Manager Attendant Console This section contains the following topics: • Introducing Cisco Unified Communications Manager Attendant Console. page 11-18 • Configuring Cisco Unified Communications Manager Attendant Console. Note 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 11-19 • Dependency Records. 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 11-14 • Installing and Activating Cisco Unified Communications Manager Attendant Console. page 11-10 • Understanding the Cisco CallManager Attendant Console Server Service. page 11-11 • Cisco Unified Communications Manager Attendant Console Redundancy. page 11-3 • Understanding Call Queuing. page 11-12 • Firewall Support for Attendant Console. you must add the user as an attendant console user and optionally assign a password to the user. page 11-13 • Interactions and Restrictions. page 11-10 • Understanding the Cisco Unified Communications Manager Attendant Console Directory. page 11-18 • Configuration Checklist for Cisco Unified Communications Manager Attendant Console. page 11-2 • System Requirements for Cisco Unified Communications Manager Attendant Console. Cisco Unified Communications Manager Features and Services Guide 11-2 OL-15410-01 . page 11-2 • Understanding Pilot Points and Hunt Groups. page 11-43 • Related Topics. 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.

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

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

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

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

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

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

While in the queue. 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. 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. Joe Williams/Line #2. Chapter 11 Cisco Unified Communications Manager Attendant Console Introducing Cisco Unified Communications Manager Attendant Console 7. Cisco Unified Communications Manager Features and Services Guide OL-15410-01 11-9 . Note 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. Mary Brown/Line #1. listed