Feature Configuration Guide for Cisco Unified Communications

Manager, Release 12.5(1)

First Published: 2019-01-22
Last Modified: 2021-01-18

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 CONTENTS

PART I Getting Started 33

CHAPTER 1 Feature Configuration Overview 1

About the Feature Configuration Guide 1

Generate a Phone Feature List 1

CHAPTER 2 Configuration Tools 3

About the Feature Configuration Guide 3

Configuration Tools Overview 3
Cisco Unified Communications Manager Administration 3
Log In to Cisco Unified CM Administration 4

Cisco Unified Communications Manager Serviceability 4

Log into Cisco Unified Communications Manager Serviceability 5
Generate a Phone Feature List 5

PART II Remote Worker Features 7

CHAPTER 3 Cisco Unified Mobility 9

Cisco Unified Mobility Overview 9

Mobility Features 10
Cisco Unified Mobility Prerequisites 11
Cisco Unified Mobility Configuration Task Flow 12
Configure a Mobility User 13
Configure Mobility Users through Bulk Administration 14
Provision Mobility Users Through LDAP 14
Configure Mobility for IP Phones 15

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Configure Softkey Template for Mobility 16

Enable Mobility within Feature Control Policy 17
Configure IP Phone for Mobility 18
Configure a Remote Destination Profile 18
Configure a Remote Destination 19
Configure an Access List 20
Configure Mobile Voice Access 20
Activate the Cisco Unified Mobile Voice Access Service 22
Enable Mobile Voice Access 22
Configure Directory Number for Mobile Voice Access 23
Restart Cisco CallManager Service 23
Configure an Existing H.323 or SIP Gateway for Remote Access 24
Configure a New H.323 Gateway for Remote Access 25
Configure Enterprise Feature Access 27
Configure Intelligent Session Control 28
Configure Mobility Service Parameters 29
Configure Cisco Jabber Dual-Mode 29
Configure Other Dual-Mode Devices 30
Configure a Mobility Profile 31
Add a Dual-Mode Device for Cisco Jabber 31
Dual-Mode Device Configuration Fields 32
Add Other Dual-Mode Device 33
Configure a Mobility Identity 34
Configure Handoff Number 34
Cisco Unified Mobility Call Flow 35
Cisco Unified Mobility Interactions 35
Cisco Unified Mobility Restrictions 37
Cisco Unified Mobility Troubleshooting 41
Cannot Resume Call on Desktop Phone 41

CHAPTER 4 Device Mobility 43

Device Mobility Overview 43

Device Pool Assignment 45
Device Mobility Groups Operations Summary 46

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Device Mobility Prerequisites 47

Device Mobility Configuration Task Flow 48
Enable Device Mobility Clusterwide 48
Enable Device Mobility for Individual Devices 49
Configure a Physical Location 49
Configure a Device Mobility Group 50
Configure a Device Pool for Device Mobility 50
Configure Device Mobility Information 51
View Roaming Device Pool Parameters 51
Device Mobility Interactions 52
Device Mobility Restrictions 53

CHAPTER 5 Extend and Connect 55

Extend and Connect Overview 55
Extend and Connect Prerequisites 56
Extend and Connect Configuration Task Flow 56
Configure User Account 56
Add User Permissions 57
Create CTI Remote Devices 58
Add Directory Number to a Device 58
Add Remote Destination 59
Verify Remote Destination 60
Associate User with Device 60
CTI Remote Device (CTIRD) Call Flows 61
Extend and Connect Interactions 62
Extend and Connect Restrictions 63

CHAPTER 6 Remote Worker Emergency Calling 65

Remote Worker Emergency Calling Overview 65

Remote Worker Emergency Calling Prerequisites 65
Remote Worker Emergency Calling Configuration Task Flow 66
Configure User As a Remote Worker 66
Specify Alternate Routing for Emergency Calling 67
Configure the Application Server 67

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Configure E911 Messages 67

PART III Remote Network Access 69

CHAPTER 7 Wireless LAN 71

Wireless LAN Overview 71

Wireless LAN Configuration Task Flow 71
Configure a Network Access Profile 72
Configure a Wireless LAN Profile 72
Configure a Wireless LAN Profile Group 72
Link a Wireless LAN Profile Group to a Device or Device Pool 73
Link a Wireless LAN Profile Group to a Device 73
Link a Wireless LAN Profile Group to a Device Pool 73

CHAPTER 8 VPN Client 75

VPN Client Overview 75

VPN Client Prerequisites 75
VPN Client Configuration Task Flow 75
Complete Cisco IOS Prerequisites 77
Configure Cisco IOS SSL VPN to Support IP Phones 77

Complete ASA Prerequisites for AnyConnect 79

Configure ASA for VPN Client on IP Phone 79
Upload VPN Concentrator Certificates 81
Configure VPN Gateway 82
VPN Gateway Fields for VPN Client 82
Configure VPN Group 83
VPN Group Fields for VPN Client 83
Configure VPN Profile 84
VPN Profile Fields for VPN Client 84
Configure VPN Feature Parameters 85
VPN Feature Parameters 86
Add VPN Details to Common Phone Profile 87

PART IV Monitoring and Recording 89

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CHAPTER 9 Silent Monitoring 91

Silent Monitoring Overview 91

Silent Monitoring Prerequisites 92
Configure Silent Monitoring Task Flow 92
Enable Built in Bridge for Phones Clusterwide 93
Enable Built in Bridge for a Phone 93
Enable Monitoring Privileges for Supervisor 94
Assign a Monitoring Calling Search Space 94
Configure Silent Monitoring Notification Tones 95
Configure Secure Silent Monitoring 95
Configure an Encrypted Phone Security Profile 95

Assign Security Profile to Phone 96

Configure Silent Monitoring for Unified Contact Center Express 96
Silent Monitoring Interactions 97
Silent Monitoring Restrictions 98

CHAPTER 10 Recording 99

Recording Overview 99
Multi-Fork Recording 100
Recording Media Source Selection 101
Recording Prerequisites 102
Recording Configuration Task Flow 103
Create a Recording Profile 103
Configure SIP Profile for Recording 104
Configure SIP Trunks for Recording 104
Configure Route Pattern for Recording 105
Configure Agent Phone Line for Recording 105
Enable Built in Bridge for Cluster 106

Enable Built in Bridge for a Phone 106

Enable Gateway for Recording 107
Configure Recording Notification Tones 107
Configure a Record Feature Button 108
Configure a Phone Button Template for Recording 108

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Associate a Phone Button Template with a Phone 109

Configure a Record Softkey 109
Configure a Softkey Template for Recording 110
Associate a Softkey Template with a Phone 110
Associate a Softkey Template with a Common Device Configuration 111
Recording Call Flow Examples 112
Recording Interactions and Restrictions 112

PART V Call Center Features 115

CHAPTER 11 Agent Greeting 117

Agent Greeting Overview 117

Agent Greeting Prerequisites 117
Agent Greeting Configuration Task Flow 117
Configure Built In Bridge 119
Agent Greeting Troubleshooting 119

CHAPTER 12 Auto-Attendant 121

Auto-Attendant Overview 121

Cisco Unity Connection Configuration 122
Cisco Unity Connection Configuration Task Flow 122
Configure CTI Route Point 123
Configure Auto-Attendant System Call Handler 124
Configure Caller Input Option 124
Configure Extension for Operator Call Handler 125
Modify Standard Call Transfer Rule for Operator 125
Update Default System Transfer Restriction Table 125
Cisco Unity Connection Auto-Attendant Troubleshooting 126
Cisco Unified CCX Configuration 126
Cisco Unified CCX Prerequisites 126
Cisco Unified CCX Auto-Attendant Task Flow 126
Cisco Unified CCX Auto-Attendant Troubleshooting 128
Cisco Unity Express Configuration 128
Cisco Unity Express Auto-Attendant Troubleshooting 128

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CHAPTER 13 Manager Assistant 129

Cisco Unified Communications Manager Assistant Overview 129

Manager Assistant Shared Line Overview 130
Manager Assistant Proxy Line Overview 131
Manager Assistant Prerequisites 131
Manager Assistant Task Flow for Proxy Lines 131
Run the Cisco Unified CM Assistant Configuration Wizard 132
Manager Assistant Service Parameters for Proxy Line 134
Configure Manager And Assign Assistant For Proxy Line 139
Configure Assistant Line Appearances for Proxy Line 141
Manager Assistant Task Flow for Shared Lines 142
Configure Partitions for Manager Assistant Shared Line Support 143
Partition Name Guidelines for Manager Assistant Shared Line Support 144
Configure Calling Search Spaces for Manager Assistant Shared Line Support 144
Configure Cisco IP Manager Assistant Service Parameters 145
Configure Intercom Settings 145
Configure an Intercom Partition 146
Configure an Intercom Calling Search Space 146
Configure an Intercom Directory Number 147
Configure an Intercom Translation Pattern 147
Configure Multiple Manager Assistant Pool 148
Configure Secure TLS Connection to CTI for Manager Assistant 148
Configure IPMASecureSysUser Application User 149
Configure CAPF Profile 149
Configure Cisco WebDialer Web Service 151

Configure CTI Route Point 152

Configure IP Phone Services for Manager and Assistant 152
Cisco IP Phone Services Configuration Fields 152
Configure Phone Button Templates for Manager, Assistant, and Everyone 155
Configure a Phone Button Template for Manager Assistant 156
Associate a Manager Assistant Button Template with a Phone 156
Configure Manager and Assign Assistant for Shared Line Mode 157
Configure Assistant Line Appearances for Shared Line 158

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Install Assistant Console Plugin 159

Manager Assistant Interactions 160
Manager Assistant Restrictions 162
Cisco Unified Communications Manager Assistant Troubleshooting 163

Calling Party Gets Reorder Tone 164

Calls Do Not Get Routed When Filtering Is On or Off 165
Cisco IP Manager Assistant Service Unreachable 165
Cannot Initialize Cisco IP Manager Assistant Service 167
Assistant Console Installation from Web Fails 167
HTTP Status 503—This Application Is Not Currently Available 167
Manager Is Logged Out While the Service Is Still Running 168
Manager Cannot Intercept Calls That Are Ringing on the Assistant Proxy Line 168
No Page Found Error 169
System Error - Contact System Administrator 169
Unable to Call Manager When Cisco IP Manager Assistant Service is Down 170
User Authentication Fails 171

PART VI Voice Messaging Features 173

CHAPTER 14 Audible Message Waiting Indicator 175

Audible Message Waiting Indicator Overview 175

Audible Message Waiting Indicator Prerequisites 175
Audible Message Waiting Indicator Configuration Task Flow 175
Configure Audible Message Waiting Indicator Service Parameters 176
Configure Audible Message Waiting Indicator for a Directory Number 176
Configure Audible Message Waiting Indicator for a SIP Profile 177
Audible Message Waiting Indicator Troubleshooting 177
Audible Message Waiting Indicator Is Not Heard on the Phone 177
Localized AMWI Tone Is Not Played in a Specific Locale 178

CHAPTER 15 Immediate Divert 179

Immediate Divert Overview 179

Immediate Divert Prerequisites 180
Immediate Divert Configuration Task Flow 180

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Configure Immediate Divert Service Parameters 181

Configure a Softkey Template for Immediate Divert 182
Associate a Softkey Template with a Common Device Configuration 183
Add a Softkey Template to the Common Device Configuration 184
Associate a Common Device Configuration with a Phone 184
Associate a Softkey Template with a Phone 185
Immediate Divert Interactions 185
Immediate Divert Restrictions 186
Immediate Divert Troubleshooting 188
Key is not active 188
Temporary Failure 188
Busy 188

PART VII Conferencing Features 189

CHAPTER 16 Ad Hoc Conferencing 191

Ad Hoc Conferencing Overview 191

Ad Hoc Conferencing Task Flow 191
Configure Softkey Template for Conferencing 192
Associate Softkey Template Common Device 193
Add a Softkey Template to a Common Device Configuration 194
Associate a Common Device Configuration with a Phone 195
Associate a Softkey Template with a Phone 195
Configure Ad Hoc Conferencing 195
Ad Hoc Conferencing Service Parameters 196
Configure Join Across Lines 198
Conference Interactions 199
Conference Restrictions 199

CHAPTER 17 Meet-Me Conferencing 203

Meet-Me Conferencing Overview 203

Meet-Me Conferencing Task Flow 203
Configure a Softkey Template for Meet-Me Conferencing 204
Associate a Softkey Template with a Common Device Configuration 205

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Add a Softkey Template to a Common Device Configuration 205

Associate a Common Device Configuration with a Phone 206
Associate a Softkey Template with a Phone 206
Configure a Meet-Me Conferencing Number 207
Meet-Me Number and Pattern Settings 207
Meet-Me Conferencing Restrictions 208

CHAPTER 18 Conference Now 209

Conference Now Overview 209

Conference Now Prerequisites 209
Activate Cisco IP Voice Media Streaming 210
Configure Conference Now Settings 210
Enable Conference Now for User 211
Enable Conference Now via LDAP 211
Conference Now Interactions 212
Conference Now Restrictions 213

PART VIII Placing Calls 215

CHAPTER 19 Call Back 217

Call Back Overview 217

Call Back Prerequisites 217
Call Back Configuration Task Flow 218
Configure Softkey Template for CallBack 219
Associate CallBack Softkey Template with a Common Device Configuration 220
Associate CallBack Softkey Template with Phone 221
Configure CallBack Button 222
Configure Phone Button Template for Call Back 222
Associate a Button Template with a Phone 223
Call Back Interactions 223
Call Back Restrictions 224
Call Back Troubleshooting 225
Unplug/Reset Phone After Pressing CallBack Softkey but Before CallBack Occurs 225
Caller Misses to View Availability Notification Before Phone Reset 225

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Call Back Error Messages 225

CallBack Is Not Active 226
CallBack Is Already Active 226
CallBack Cannot Be Activated 226
Key Not Active 227

CHAPTER 20 Hotline 229

Hotline Overview 229

System Requirements for Hotline 230
Hotline Configuration Task Flow 230
Create Custom Softkey Template 230
Configure Hotline on Phones 231
Configure Route Class Signaling Task Flow 232
Enable Route Class Signaling in the Cluster 232
Enable Route Class Signaling on Trunks 233
Enable Route Class Signaling on Gateways 233
Configure Signaling Labels for the Hotline Route Class 234
Configure the Route Class on Hotline Route Patterns 235
Configure the Route Class on Hotline Translation Patterns 235
Configure Hotline to Call Only or Receive Only Task Flow 236
Configure Partitions for Hotline Call Only Receive Only 236
Configure Calling Search Space for Hotline Call Only Receive Only 236
Configure Call Only on Hotline Phone 237
Configure Receive Only on Hotline Phone 237
Configure Call Screening with a Calling Search Space 238

Configure Partitions for Hotline Call Screening 238

Create Calling Search Space for Hotline Call Screening 239
Configure Hotline Phones for Call Screening 240
Hotline Troubleshooting 240

CHAPTER 21 Speed Dial and Abbreviated Dial 243

Speed Dial and Abbreviated Dial Overview 243

Programming Speed Dials with Pauses 243
Speed Dial and Abbreviated Dial Configuration Task Flow 244

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Configure Speed Dial and Abbreviated Dial 244

CHAPTER 22 WebDialer 247

WebDialer Overview 247

WebDialer Prerequisites 247
WebDialer Configuration Task Flow 247
Activate WebDialer 249
Enable WebDialer Tracing 249
Configure WebDialer Servlet 250
Configure Redirector Servlet 250
Configure WebDialer Application Server 251
Configure Secure TLS Connection to CTI 251
Configure WDSecureSysUser Application User 252
Configure CAPF Profile 252
Configure Cisco IP Manager Assistant 255
Configure Language Locale for WebDialer 255

Configure WebDialer Alarms 255

Configure Application Dial Rules 256
Add Users to Standard CCM End User Group 257
Configure Proxy User 257
Add a WebDialer End User 258
Assign Authentication Proxy Rights 258
WebDialer Interactions 258
WebDialer Restrictions 259
WebDialer Troubleshooting 259
Authentication Error 259
Service Temporarily Unavailable 260
Directory Service Down 260
Cisco CTIManager Down 260
Session Expired, Please Login Again 261
User Not Logged In on Any Device 261
Failed to Open Device/Line 262
Destination Not Reachable 262

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CHAPTER 23 Paging 263

Paging Overview 263

InformaCast Basic Paging 263
InformaCast Advanced Notification 263
InformaCast Mobile 264
Paging Prerequisites 264
Cisco Unified Communications Manager Configuration for Basic Paging Task Flow 265
Configure SNMP for Paging 266
Enable SNMP Service 266
Create an InformaCast SNMP Community String 267
Configure Region for Paging 267
Set Default Codec to G.711 267

Configure a Device Pool for Paging 268

Configure Partitions and Calling Search Spaces for Paging 268
Configure Route Partition for InformaCast Paging 269
Configure Calling Search Space for InformaCast Paging 269
Configure CTI Ports for Paging 270
Configure Access Control Group with AXL Access 270
Configure Application User for Paging 271
Enable Web Access for a Phone 272
Enable Web Access for Common Phone Profile 272
Enable Web Access for Enterprise Phone Configuration 273
Configure Authentication URL 273
Set Authentication URL 273
Reset Your Phones 274
Test Your Phones 274
Advanced Notification Paging Configuration Task Flow 275
Install the InformaCast Virtual Appliance 275
Configure Connection to InformaCast 277
Configure Panic Button 278
Configure CallAware Emergency Call Alerting 280
Paging Interactions 281
Advanced Notification Paging Interactions 282

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CHAPTER 24 Intercom 283

Intercom Overview 283

Intercom and Default Devices 283
Intercom Prerequisites 284
Intercom Configuration Task Flow 284
Configure Intercom Partition 284
Configure an Intercom Calling Search Space 285
Configure an Intercom Translation Pattern 286
Configure an Intercom Directory Number 286
Intercom Line and Speed Dial Configuration 287
Intercom Interactions 287
Intercom Restrictions 289
Intercom Troubleshooting 290
Busy Tone When Dialing Out of Intercom Line 290
Intercom Calls cannot use Talkback with Speaker, Handset or Headset 290

Troubleshooting SCCP 290

Intercom Lines Not Showing Up on Phone 290
Intercom Lines Not Showing Up When Phone Falls Back to SRST 291
Troubleshooting SIP 291
Debug Phones That Are Running SIP 291
Configuration of Phones That Are Running SIP 291
Cisco Extension Mobility User Is Logged In But Intercom Line Does Not Display 291

Intercom Line Fails to Display on Phone 292

PART IX Receiving Calls 293

CHAPTER 25 Prime Line Support 295

Prime Line Support Overview 295

Prime Line Support Prerequisites 295
Prime Line Support Configuration Task Flow 295
Configure Clusterwide Prime Line Support 296
Configure Prime Line Support for Devices 297
Prime Line Support Interactions 297

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Prime Line Support Troubleshooting 298

Prime Line Support Does Not Work When Set To True 298
Unable To Answer Inbound Calls 298
Inbound Calls Are Answered Automatically 298

CHAPTER 26 Call Forwarding 299

Call Forwarding Overview 299

Call Forward All, Including CFA Loop Prevention and CFA Loop Breakout 300
Call Forwarding Configuration Task Flow 301
Configure Partitions for Call Forwarding 301
Partition Name Guidelines for Call Forwarding 302
Configure Calling Search Space for Call Forwarding 303
Configure Call Forwarding when Hunt List is Exhausted or Hunt Timer Expires 304
Hunt Call Treatment Fields for Call Forwarding 304
Configure Call Forward No Bandwidth 306
Directory Number Configuration Fields for Call Forwarding 306
Configure Call Forward Alternate Destination 307
MLPP Alternate Party And Confidential Access Level Settings Fields for Call Forwarding 308
Configure Other Call Forwarding Types 308
Call Forwarding Fields 309
Enable Destination Override for Call Forwarding 317
Call Forwarding Interactions 317
Call Forwarding Restrictions 321

CHAPTER 27 Call Pickup 323

Call Pickup Overview 323

Group Call Pickup Overview 323
Other Group Pickup Overview 323
Directed Call Pickup Overview 324
BLF Call Pickup Overview 324
Call Pickup Configuration Task Flow 325
Configure a Call Pickup Group 327
Assign a Call Pickup Group to Directory Numbers 327
Configure Partitions for Call Pickup 328

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Configure Calling Search Space 329

Assign a Call Pickup Group to Hunt Pilots 330
Configure Call Pickup Notification 330
Configure Call Pickup Notification for a Call Pickup Group 331
Configure Call Pickup Notification for a Directory Number 332
Configure BLF Call Pickup Notification 332
Configure Directed Call Pickup 334
Configure a Time Period 334
Configure Time Schedule 334
Associate a Time Schedule with a Partition 334
Configure Automatic Call Answering 335
Configure Auto Call Pickup 335
Configure BLF Auto Pickup 336
Configure Call Pickup Phone Buttons 336
Configure Call Pickup Phone Button Template 337
Associate Call Pickup Button Template with Phone 337
Configure BLF Speed Dial Number for the BLF Call Pickup Initiator 338
Configure Softkeys for Call Pickup 338
Configure a Softkey Template for Call Pickup 339
Associate a Softkey Template with a Common Device Configuration 340
Associate a Softkey Template with a Phone 341

Call Pickup Interactions 342

Call Pickup Restrictions 342

CHAPTER 28 Call Park and Directed Call 345

Call Park Overview 345

Call Park Prerequisites 346
Call Park Configuration Task Flow 346
Configure Clusterwide Call Park 347
Configure a Partition for Call Park 348
Configure a Call Park Number 349
Call Park Configuration Fields 350
Configure a Softkey Template for Call Park 351
Associate a Softkey Template with a Common Device Configuration 352

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Add a Softkey Template to a Common Device Configuration 352

Associate a Common Device Configuration with a Phone 353

Associate a Softkey with a Phone 353
Configure Call Park Button 354
Configure a Phone Button Template for Call Park 354
Associate a Button Template with a Phone 354
Configure Park Monitoring 355
Configure Park Monitoring System Timers 355
Configure Park Monitoring for Hunt Pilots 356
Configure Park Monitoring for a Directory Number 357
Configure Park Monitoring via Universal Line Template 358
Call Park Interactions 360
Call Park Restrictions 361
Troubleshooting Call Park 361
User Cannot Park Calls 361
Call Park Number is Not Displayed Long Enough 362
Directed Call Park Overview 362
Directed Call Park Prerequisites 362
Directed Call Park Configuration Task Flow 362
Configure ClusterWide Directed Call Park 363
Configure a Directed Call Park Number 363
Directed Call Park Configuration Settings 364
Configure BLF/Directed Call Park Buttons 365
BLF/Directed Call Park Configuration Fields 365
Synchronize Directed Call Park with Affected Devices 366
Directed Call Park Interactions 366
Directed Call Park Restrictions 368
Troubleshooting Directed Call Park 368
User Cannot Retrieve Parked Calls 368
User Cannot Park Calls 369
User Receives a Reorder Tone After the Reversion Timer Expires 369
User Receives a Reorder Tone or Announcement 369
User Cannot Park a Call at a Number Within The Range 369
Parked Calls Revert Too Quickly 369

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Park Slot Unavailable 369

Parked Calls Do Not Revert to the Parked Call Number 370
Number or Range Cannot Be Deleted Because It Is in Use 370

CHAPTER 29 Extension Mobility 371

Extension Mobility Overview 371

Extension Mobility Prerequisites 371
Extension Mobility Configuration Task Flow 371
Activate Extension Mobility Services 372
Configure the Cisco Extension Mobility Phone Service 373
Create an Extension Mobility Device Profile for Users 374
Associate a Device Profile to a User 374
Subscribe to Extension Mobility 375
Configure the Change Credential IP Phone Service 375
Configure Service Parameters for Extension Mobility 376
Extension Mobility Service Parameters 377
Cisco Extension Mobility Interactions 380
Cisco Extension Mobility Restrictions 381
Extension Mobility Troubleshooting 382
Troubleshoot Extension Mobility 382
Authentication Error 383
Blank User ID or PIN 383
Busy Please Try Again 383
Database Error 383
Dev Logon Disabled 383
Device Name Empty 383
EM Service Connection Error 384
Host Not Found 384
HTTP Error 384
Phone Resets 384
Phone Services Unavailable After Login 384
Phone Services Unavailable After Logout 385
User Logged in Elsewhere 385
User Profile Absent 385

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CHAPTER 30 Extension Mobility Cross Cluster 387

Extension Mobility Cross Cluster Overview 387

Extension Mobility Cross Cluster Prerequisites 387
Extension Mobility Cross Cluster Configuration Task Flow 387
Configure Extension Mobility 389
Activate Services for Extension Mobility Cross Cluster 390
Configure the Extension Mobility Phone Service 390
Configure a Device Profile for Extension Mobility Cross Cluster 391
Enable Extension Mobility Cross Cluster for a User 397
Subscribe Devices to Extension Mobility 397
Configure Certificates for Extension Mobility Cross Cluster 397
Activate the Bulk Provisioning Service 398
Configure Bulk Certificate Management and Export Certificates 398
Consolidate the Certificates 399
Import the Certificates into the Clusters 400
Configure Extension Mobility Cross Cluster Devices and Templates 401
Create a Common Device Configuration 401
Configure an Extension Mobility Cross Cluster Template 402
Set the Default Template 402
Add Extension Mobility Cross Cluster Devices 403
Configure a Geolocation Filter for Extension Mobility Cross Cluster 403
Configure Feature Parameters for Extension Mobility Cross Cluster 403
Feature Parameter Fields for Extension Mobility Cross Cluster 404
Configure Intercluster SIP Trunk for Extension Mobility Cross Cluster 407
Configure an Intercluster Service Profile for Extension Mobility Cross Cluster 407
Configure Remote Cluster Services 408
Extension Mobility Cross Cluster Interactions 408
Extension Mobility Cross Cluster Restrictions 409
Extension Mobility Cross Cluster and Security Mode for Different Cluster Versions 411
Extension Mobility Cross Cluster Troubleshooting 413
Extension Mobility Application Error Codes 413
Extension Mobility Service Error Codes 415

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CHAPTER 31 Extension Mobility Roaming Across Clusters 421

Extension Mobility Roaming Across Clusters Overview 421

System Requirements for Extension Mobility Roaming Across Clusters 422
Extension Mobility Roaming Across Clusters Login 422
ILS Interaction 425
Extension Mobility Roaming Across Clusters Task Flow 425
Generate a Phone Feature List 426
Activate Extension Mobility Services 426
Configure the Cisco Extension Mobility Phone Service 426
Create an Extension Mobility Device Profile for Users 427
Associate a Device Profile to a User 428
Subscribe to Extension Mobility 429
Configure Roaming for Extension Mobility Users 429
Extension Mobility Roaming Across Clusters Interactions and Restrictions 430
Different Types of Extension Mobility 430
Extension Mobility Roaming Across Clusters Troubleshooting 431
Authentication Error 431
Blank User ID or PIN 431
Busy Please Try Again 431
Database Error 431
Dev Logon Disabled 432
Device Name Empty 432
EM Service Connection Error 432
Host Not Found 432
HTTP Error 432
Phone Resets 432
Phone Services Unavailable After Login 433
Phone Services Unavailable After Logout 433
User Logged in Elsewhere 433
User Profile Absent 433

CHAPTER 32 Hold Reversion 435

Hold Reversion Overview 435

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Hold Reversion Prerequisites 435

Hold Reversion Configuration Task Flow 436
Configure Call Focus Priority for Hold Reversion 436
Configure Hold Reversion Timer Defaults for Cluster 437
Configure Hold Reversion Timer Settings for Phone 438
Hold Reversion Interactions 439
Hold Reversion Restrictions 440

CHAPTER 33 Accessing Hunt Groups 441

Hunt Group Overview 441

Hunt Group Prerequisites 442
Hunt Group Configuration Task Flow 442
Configure a Softkey Template for Hunt Group 443
Associate a Softkey Template with a Common Device Configuration 444
Add a Softkey Template to a Common Device Configuration 444
Associate a Common Device Configuration with a Phone 445
Associate a Softkey Template with a Phone 445
Configure Phones for Hunt Group 446
Configure Hunt Group Service Parameter 446
Hunt Group Interactions 447
Hunt Group Restrictions 448

CHAPTER 34 Malicious Call Identification 449

Malicious Call Identification Overview 449

Malicious Call Identification Prerequisites 449
Malicious Call Identification Configuration Task Flow 450
Set Malicious Call ID Service Parameter 451
Configure Malicious Call ID Alarms 451
Configure a Softkey Template for Malicious Call Identification 452
Associate a Softkey Template with a Common Device Configuration 452
Add a Softkey Template to a Common Device Configuration 453
Associate a Common Device Configuration with a Phone 454
Associate a Softkey Template with a Phone 454
Configure Malicious Call Identification Button 454

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Configure Malicious Call ID Phone Button Template 455

Associate a Button Template with a Phone 455

Malicious Call Identification Interactions 456

Malicious Call Identification Restrictions 457
Malicious Call ID Troubleshooting 458

CHAPTER 35 Call Transfer 459

Call Transfer Overview 459

Call Transfer Configuration Task Flow 460
Configure Consult and Blind Transfer 460
Configure a Softkey Template for Transfer 460
Configure Transfer Button 463
Configure Transfer On-Hook 465
Configure Direct Transfer 465
Configure a Softkey Template for Direct Transfer 465
Configure Direct Transfer Button 468
Call Transfer Interactions 470
Call Transfer Restrictions 471

CHAPTER 36 External Call Transfer Restrictions 473

External Call Transfer Restrictions Overview 473

Configure External Call Transfer Restrictions Task Flow 474
Configure the Service Parameter for Call Transfer Restrictions 474
Configure Incoming Calls Task Flow 475
Configure the Clusterwide Service Parameter 475
Configure Gateways for Call Transfer Restrictions 476
Configure Trunks for Call Transfer Restrictions 476
Configure Outgoing Calls 477
External Call Transfer Restrictions Interactions 478
External Call Transfer Restrictions Restrictions 478

PART X Presence and Privacy Features 479

CHAPTER 37 Barge 481

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Barge Overview 481

Built-In Conference 482
Shared Conference 482
Built-In and Shared Conference Differences 482
Barge Configuration Task Flow 483
Configure Softkey Template for Built-In Conferencing 484
Configure Softkey Template for Shared Conferencing 485
Associate Softkey Template with Phone 486
Associate a Softkey Template with Common Device Configuration 486
Add a Softkey Template to Common Device Configuration 487
Associate Common Device Configuration with Phone 488
Configure Barge for Built-In Conferencing 488
Configure Barge for Shared Conferencing 489
Associate User with Device 489
Barge Interactions 490
Barge Restrictions 490
Barge Troubleshooting 491
No Conference Bridge Available 491
Error: Past Limit 491

CHAPTER 38 BLF Presence 493

BLF Presence Overview 493

BLF Presence Prerequisites 493
BLF Presence Configuration Task Flow 494
Configure/Synchronize Cluster-Wide Enterprise Parameters for BLF 495
Configure Cluster-Wide Service Parameters for BLF 496
Configure BLF Presence Groups 496
BLF Presence Group Fields for BLF 497
BLF Presence Group Association with Devices and Users 498
Associate BLF Presence Groups with Phone 498
Associate BLF Presence Groups with SIP Trunk 499
Associate BLF Presence Groups with End User 500
Associate BLF Presence Groups with Application User 501
Accept BLF Presence Requests from External Trunks and Applications 502

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Configure a Calling Search Space for Presence Requests 502

Configure a Phone Button Template for BLF and SpeedDial Buttons 503
Associate Button Template with a Device 504
Configure User Device Profile 504
BLF Presence Interactions 505
BLF Presence Restrictions 505

CHAPTER 39 Call Display Restrictions 507

Call Display Restrictions Overview 507

Call Display Restrictions Configuration Task Flow 507
Configure Partitions for Call Display Restrictions 508
Partition Name Guidelines 509
Configure Calling Search Spaces for Call Display Restrictions 509
Configure the Service Parameter for Connected Number Display Restriction 510
Configure Translation Patterns 511
Translation Pattern Fields for Call Display Restrictions 511
Configure Phones for Call Display Restrictions 512
Configure the PSTN Gateway for Call Display Restrictions 514
Configure Call Display Restrictions on SIP Trunks 514
SIP Trunk Fields for Call Display Restrictions 515
Call Display Restrictions Interactions 516
Call Display Restrictions Feature Restrictions 518

CHAPTER 40 Do Not Disturb 519

Do Not Disturb Overview 519

Do Not Disturb Configuration Task Flow 520
Configure Busy Lamp Field Status 521
Configure Do Not Disturb on a Common Phone Profile 521
Apply Do Not Disturb Settings to the Phone 522
Configure a Do Not Disturb Feature Button 523
Configure Phone Button Template for Do Not Disturb 523
Associate Button Template with Phone 524
Configure a Do Not Disturb Softkey 524
Configure Softkey Template for Do Not Disturb 525

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Associate a Softkey Template with a Common Device Configuration 526

Associate Softkey Template with a Phone 527
Do Not Disturb Interactions and Restrictions 528
Interactions 528
Restrictions 529
Do Not Disturb Troubleshooting 530

CHAPTER 41 Privacy 531

Privacy Overview 531

Privacy on Hold 531
Privacy Configuration Task Flow 532
Enable Privacy Cluster-wide 532
Enable Privacy for a Device 532
Configure Privacy Phone Button Template 533
Associate Privacy Phone Button Template with a Phone 533
Configure Shared Line Appearance 534
Configure Privacy on Hold 535
Privacy Restrictions 535

CHAPTER 42 Private Line Automatic Ringdown 537

Private Line Automatic Ringdown Overview 537

Private Line Automatic Ringdown Configuration Task Flow for SCCP Phones 537
Create Partition 538
Assign Partitions to Calling Search Spaces 538
Assign Partition to the Private Line Automatic Ringdown Destination 539
Configure Translation Pattern for Private Line Automatic Ringdown on Phones 539
Private Line Automatic Ringdown Configuration Task Flow for SIP Phones 540
Create SIP Dial Rule for Private Line Automatic Ringdown 540
Assign Private Line Automatic Ringdown Dial Rule to SIP Phone 540
Private Line Automatic Ringdown Troubleshooting 541

CHAPTER 43 Secure Tone 543

Secure Tone Overview 543

Protected Device Gateways 544

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Secure Tone Prerequisites 544

Secure Tone Configuration Task Flow 544
Configure Phone As a Protected Device 545
Configure Directory Number for Secure Tones 545
Configure Secure Tone Service Parameters 546
Configure MGCP E1 PRI Gateway 546
Secure Tone Interactions 547
Secure Tone Restrictions 547

PART XI Custom Features 549

CHAPTER 44 Branding Customizations 551

Branding Overview 551

Branding Prerequisites 551
Branding Task Flow 552
Enable Branding 552
Disable Branding 553

Restart the Tomcat Service 553

Branding File Requirements 554

CHAPTER 45 Client Matter Codes and Forced Authorization Codes 559

Client Matter Codes and Forced Authorization Codes Overview 559

Client Matter Codes and Forced Authorization Codes Prerequisites 559
Client Matter Codes and Forced Authorization Codes Configuration Task Flow 560
Configure Client Matter Codes 560
Add Client Matter Codes 561
Enable Client Matter Codes 561
Configure Forced Authorization Codes 561
Add Forced Authorization Codes 562
Enable Forced Authorization Codes 562
Client Matter Codes and Forced Authorization Codes Interactions 563
Client Matter Codes and Forced Authorization Codes Restrictions 564

CHAPTER 46 Custom Phone Rings and Backgrounds 565

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Custom Phone Rings Overview 565

Custom Phone Rings Prerequisites 565
Custom Phone Rings Configuration Task Flow 566
Prepare Custom Phone Rings for Upload 566
Upload Custom Phone Rings to TFTP Server 566
Restart TFTP Service 567
PCM File Format Requirements 567
Ringlist.xml File Format Requirements 567
Custom Backgrounds 568
Custom Backgrounds Configuration Task Flow 568
Create Phone Background Images 569
Edit the List.xml file 570
Upload Backgrounds to TFTP Server 570
Restart the TFTP Server 571
Assign Phone Background for Phone Users 571

CHAPTER 47 Music On Hold 573

Music On Hold Overview 573
Caller-Specific Music On Hold 573
Increased Capacity of IP Voice Media Streaming Application and Expanded MOH Audio Source
574

Performance Impact of Media Devices with Services 574

Configuration Limitations for Capacity Planning 576
Interwork External Multicast MOH to Unicast MOH 577
Music On Hold Prerequisites 578
Music On Hold Configuration Task Flow 578
Activate Cisco IP Voice Media Streaming 579
Configure Music On Hold Server 580
Upload Audio File for Music On Hold 580
Configure Music On Hold Audio Source 581
Configure Fixed Music On Hold Audio Source 582
Add MOH to Media Resource Group 582
Configure Media Resource Group List 583
Add Media Resources to Device Pool 583

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Configure MOH Service Parameters 584

View Music on Hold Audio File 584
Unicast and Multicast Audio Sources 585
Music On Hold Interactions and Restrictions 587
Music On Hold Interactions 587
Music On Hold Restrictions 588
Music On Hold Troubleshooting 590
Music On Hold Does Not Play on Phone 590

CHAPTER 48 Self Care Portal 591

Self Care Portal Overview 591

Self Care Portal Task Flow 591
Grant User Access to the Self Care Portal 592
Configure the Self Care Portal Options 592
Self Care Portal Interactions and Restrictions 593

CHAPTER 49 Emergency Call Handler 595

Emergency Call Handler Overview 595

Emergency Call Handler Prerequisites 596
Emergency Call Handler Task Flow 596
Enable Emergency Call Handler 597
Configure Emergency Location Groups 598
Add a Device Pool to an Emergency Location Group 598
Add Device to an Emergency Location Group 599
Enable Route Patterns and Translation Patterns 600
Bulk Administration of Emergency Location Groups and Phones 600
Bulk Administration of Emergency Location Groups and Phones Task Flow 600
Interactions 603
Emergency Call Handler Troubleshooting 605
About Emergency Call Handler Troubleshooting Scenarios 605
Configuration Scenarios 605
Emergency Calls Get Busy Signals and Are Not Routed 605
Emergency Location Numbers Are Dialed from Outside Running a Reorder Tone 605
Outgoing Calls Scenarios 606

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Outgoing Emergency Call Does Not Contain Calling Party as Emergency Location Number 606
Outgoing Emergency Call Contains Modified Emergency Location Number 606
Incoming Calls Scenarios 606
Incoming PSAP Callback Call Fails 606
Incoming PSAP CallBack Call is Not Routed as Expected 607

CHAPTER 50 Enterprise Groups 609

Enterprise Groups Overview 609

Enterprise Groups Prerequisites 610
Enterprise Groups Configuration Task Flow 610
Verify Group Sync from LDAP Directory 611
Enable Enterprise Groups 611
Enable Security Groups 612
Create Security Group Filter 612
Synchronize Security Groups from LDAP Directory 612
Configure Cisco Jabber for Security Groups 613
View User Groups 614
Enterprise Groups Deployment Models (Active Directory) 614
Enterprise Groups Limitations 616

CHAPTER 51 Separate Calling Party Number and Billing Number in SIP 619

External Presentation Name and Number Overview 619

Configuration Overview 619
Call Processing 620
Incoming Call Process 620
Outgoing Call Process 621
External Presentation Number Mask Operation 621
Directory Number Overview 622
Directory Number Configuration Tasks 622
Import an End User from LDAP 622
Add an End User Manually 623
Add New Phone for End User 624

Move an Existing Phone to a End User 625

Configure External Presentation Information on DN 625

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SIP Profile Overview 626

SIP Profile Configuration Tasks 627
Configure SIP Profiles 627
Configure External Presentation Information on SIP Profile 627
SIP Trunk Overview 628
Trunk Configuration Tasks 629
Configure SIP Trunk Security Profile 629
Configure Common Device Configuration 630
Configure SIP Trunks 631
Configure Presentation Information on SIP Trunks 632
Intercluster SME Call Flows 633

CHAPTER 52 Configure Presentation Sharing using BFCP 635

Binary Floor Control Protocol Overview 635
BFCP Architecture 635
BFCP Limitations 636
Presentation Sharing using BFCP Prerequisites 636
Presentation Sharing using BFCP Configuration Task Flow 637
Enable BFCP Support for SIP Trunks 637
Enable Presentation Sharing using BFCP for Third-Party Phones 638

CHAPTER 53 SIP OAuth Mode 639

SIP OAuth Mode Overview 639

SIP OAuth Mode Prerequisites 639
SIP OAuth Mode Configuration Task Flow 640
Configure Refresh Logins 640
Configure OAuth Ports 640
Enable SIP OAuth Mode 641
Restart Cisco CallManager Service 642
Configure OAuth Support in Security Profile 642

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Getting Started
• Feature Configuration Overview, on page 1
• Configuration Tools, on page 3
 CHAPTER 1
Feature Configuration Overview
• About the Feature Configuration Guide, on page 1
• Generate a Phone Feature List, on page 1

About the Feature Configuration Guide

This guide provides information about the tasks that you need to complete in order to configure features on
the Unified Communications Manager system. Use this guide after you have configured the call control system,
which includes "day 1" configurations such as inbound and outbound calling, dial plans, and network resources.
For information about configuring the call control system, see System Configuration Guide for Cisco Unified
Communications Manager.

Generate a Phone Feature List

Generate a phone feature list report to determine which devices support the feature that you want to configure.

Procedure

Step 1 From Cisco Unified CM Administration, choose System Reports.

Step 2 From the list of reports, click Unified CM Phone Feature List.
Step 3 Perform one of the following steps:
• Choose Generate New Report (the bar chart icon) to generate a new report.
• Choose Unified CM Phone Feature List if a report exists.

Step 4 From the Product drop-down list, choose All.

Step 5 Click the name of the feature that you want to configure.
Step 6 Click Submit, to generate the report.

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 CHAPTER 2
Configuration Tools
• About the Feature Configuration Guide, on page 3
• Configuration Tools Overview, on page 3
• Generate a Phone Feature List, on page 5

About the Feature Configuration Guide

This guide provides information about the tasks that you need to complete in order to configure features on
the Unified Communications Manager system. Use this guide after you have configured the call control system,
which includes "day 1" configurations such as inbound and outbound calling, dial plans, and network resources.
For information about configuring the call control system, see System Configuration Guide for Cisco Unified
Communications Manager.

Configuration Tools Overview

The procedures in this guide require you to use the following two configuration tools:
• Cisco Unified Communications Manager Administration
• Cisco Unified Serviceability

This chapter provides a brief description of the tools and how to access them.

Cisco Unified Communications Manager Administration

Cisco Unified Communications Manager Administration Administration is a web-based application that allows
you to make individual, manual configuration changes to the Unified Communications Manager nodes. The
procedures in this guide describe how to configure features using this application.
If you need to perform bulk configuration tasks and want to automate the configuration process, you can use
the Unified Communications Manager Bulk Administration Tool (BAT) to make a large number of configuration
changes at the same time. For more information, see Bulk Administration Guide for Cisco Unified
Communications Manager.

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 Getting Started
Log In to Cisco Unified CM Administration

Log In to Cisco Unified CM Administration

Use the following procedure to log in to Cisco Unified Communications Manager Administration. After you
log in to Cisco Unified Communications Manager Administration, messages may display that indicate the
current state of licenses for Unified Communications Manager in the main window. For example, Unified
Communications Manager may identify the following situations:
• Unified Communications Manager currently operates with starter (demo) licenses, so upload the
appropriate license files.
• Unified Communications Manager currently operates with an insufficient number of licenses, so upload
additional license files.
• Unified Communications Manager does not currently use the correct software feature license. In this
case, the Cisco CallManager service stops and does not start until you upload the appropriate software
version license and restart the Cisco CallManager service.

Use the following procedure to browse into the server and log in to Cisco Unified CM Administration.

Procedure

Step 1 Start your preferred operating system browser.

Step 2 In the address bar of the web browser, enter the following case-sensitive URL:
https://<Unified CM-server-name>:{8443}/ccmadmin/showHome.do
where: <Unified CM-server-name> equals the name or IP address of the server
Note You can optionally specify a port number.

Step 3 A Security Alert dialog box displays. Click the appropriate button.
Step 4 At the main Cisco Unified CM Administration window, enter the username and password that you specified
during Unified Communications Manager installation and click Login. (If you want to clear the content of
both fields, click Reset.)
Note For security purposes, Cisco Unified Communications Manager Administration logs you out after
30 minutes of inactivity, and you must log back in.

Cisco Unified Communications Manager Serviceability

Some procedures in this guide require you to use the Cisco Unified Serviceability application to start or restart
services on the Unified Communications Manager nodes.
Cisco Unified Serviceability is a web-based troubleshooting tool that provides the following functionality:
• Saves alarms and events for troubleshooting and provides alarm message definitions.
• Saves trace information to log files for troubleshooting.
• Monitors real-time behavior of components through the Cisco Unified Real-Time Monitoring Tool
(Unified RTMT).

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Log into Cisco Unified Communications Manager Serviceability

• Provides audit capability by logging configuration changes to the system by a user or due to result of the
user action. This functionality supports the Information Assurance feature of Unified Communications
Manager and Cisco Unity Connection.
• Provides feature services that you can activate, deactivate, and view through the Service Activation
window.
• Generates and archives daily reports; for example, alert summary or server statistic reports.
• Allows Unified Communications Manager, IM and Presence Service and Cisco Unity Connection to
work as a managed device for Simple Network Management Protocol (SNMP) remote management and
troubleshooting.
• Monitors the disk usage of the log partition on a node (or all nodes in the cluster).
• Monitors the number of threads and processes in the system; uses cache to enhance the performance.
• Unified Communications Manager only: Generates Unified Communications Manager reports for
Quality of Service, traffic, and billing information through Cisco Unified Communications Manager
CDR Analysis and Reporting.

Log into Cisco Unified Communications Manager Serviceability

Use the following procedure to log in to Cisco Unified Serviceability.

Procedure

Step 1 Start your preferred operating system browser.

Step 2 In the address bar of the web browser, enter the following case-sensitive URL:
https://<Unified CM-server-name>:{8443}/ccmadmin/showHome.do
where: <Unified CM-server-name> equals the name or IP address of the server

Step 3 A Security Alert dialog box displays. Click the appropriate button.
Step 4 From Cisco Unified CM Administration, choose Cisco Unified Serviceability from the Navigation menu
drop-down list and click Go.
Step 5 Enter the username and password that you specified during Unified Communications Manager installation
and click Login.
Note For security purposes, the system logs you out after 30 minutes of inactivity, and you must log back
in.

Generate a Phone Feature List

Generate a phone feature list report to determine which devices support the feature that you want to configure.

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Procedure

Step 1 From Cisco Unified CM Administration, choose System Reports.

Step 2 From the list of reports, click Unified CM Phone Feature List.
Step 3 Perform one of the following steps:
• Choose Generate New Report (the bar chart icon) to generate a new report.
• Choose Unified CM Phone Feature List if a report exists.

Step 4 From the Product drop-down list, choose All.

Step 5 Click the name of the feature that you want to configure.
Step 6 Click Submit, to generate the report.

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PA R T II
Remote Worker Features
• Cisco Unified Mobility, on page 9
• Device Mobility, on page 43
• Extend and Connect, on page 55
• Remote Worker Emergency Calling, on page 65
 CHAPTER 3
Cisco Unified Mobility
• Cisco Unified Mobility Overview, on page 9
• Cisco Unified Mobility Prerequisites, on page 11
• Cisco Unified Mobility Configuration Task Flow, on page 12
• Cisco Unified Mobility Call Flow, on page 35
• Cisco Unified Mobility Interactions, on page 35
• Cisco Unified Mobility Restrictions, on page 37
• Cisco Unified Mobility Troubleshooting, on page 41

Cisco Unified Mobility Overview

Cisco Unified Mobility offers a set of mobility-related features that allow users to interact with Unified
Communications applications no matter where they may be, or which device they are using. Whether the
device you are using is a home office phone, a dual-mode Cisco Jabber on iPhone or Android client over a
WiFi connection, or a mobile phone from another cellular provider, you can still access Unified Communications
features and have the call be anchored in the enterprise.
For example, you can answer a call that is directed to your enterprise number from any of your configured
phones and then transfer the call to your mobile phone, allowing you to continue an in-progress conversation
as you are leaving the office.

Benefits of Cisco Unified Mobility

Most of the mobility features offer call anchoring within the enterprise–even if the call is placed to or from a
mobile device, the call is routed through an enterprise gateway.
This provides the following benefits:
• Single enterprise phone number and voicemail for all business calls, regardless of which device you are
using, and whether you are in the office or out of the office.
• Ability to extend business calls to a mobile device and have the call still be handled as if it were your
office phone.
• Calls placed from mobile devices are anchored to the enterprise and routed through an enterprise gateway.
This provides access to UC mid-call features, centralized billing and call detail records, and potential
cost savings from avoiding expensive cellular networks.
• Ability to roam from one network to another and have the call not be dropped.

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 Remote Worker Features
Mobility Features

Mobility Features
Cisco Unified Mobility offers the following mobility-related features:

Mobility Feature Description

Single Number Reach Provides you with a single enterprise phone number and voicemail by which you
can be reached, regardless of whether you are in the office or outside the office.
When someone dials your enterprise number, you can answer the call from your
deskphone, or from any of your configured remote destinations (for example, a
home office phone, a dual-mode Cisco Jabber on iPhone or Android client, and
even a mobile phone from another provider) .

Move to Mobile Allows you to transfer an active call from your desk-phone to a mobile device
that is configured as a remote destination by pressing the Mobility soft-key on
your Cisco IP Phone. It is associated with Single Number Reach as a part of the
Remote Destination configuration.
Similar to the Move to Mobile option is the Desk Pickup option, which fits the
example where you are on a mobile call and are just arriving at the office. You
can hang up on the call on your mobile device and immediately resume the call
by picking up your deskphone before the Maximum Wait Time for Desk Pickup
timer expires (the default is 10 seconds). This option is enabled as part of your
Single Number Reach configuration.
Note You can also use the Enterprise Feature Access code and the
Session Handoff codes to transfer calls between your remote
destinations and desk phone.

Mobile Voice Access Allows you to place calls from any remote phone and have the call be anchored
in the enterprise and presented to the called party as if you had called from your
office phone. When using this feature, you must dial in to a system IVR from
your mobile device. After authenticating you, and prompting you for the call
destination, the system places the call as if you had called from your enterprise
phone.
You can also use Mobile Voice Access prompts to enable or disable Single
Number Reach for a remote destination.

Enterprise Feature Access Provides two-stage dialing from a configured remote destination and have the
call that is presented to the called party as if it originated from your desk phone.
.
Unlike Mobile Voice Access, to use Enterprise Feature Access, you must be
dialing from one of your configured remote destinations.
Enterprise Feature Access also allows you to access mid-call features while on
a call from a remote destination. You can access mid-call features by sending
DTMF digits that represent the codes for the various features such as Hold,
Exclusive Hold, Transfer.

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Cisco Unified Mobility Prerequisites

Mobility Feature Description

Intelligent Session Enables automatic call anchoring for enterprise-originated calls that are placed
Control directly to configured remote destination numbers (for example, an
enterprise-originated call to a cell phone number that is configured as a remote
destination). By configuring a service parameter, you can have the system redirect
those calls automatically to the associated enterprise number, providing cost
savings and added UC functionality.

Dual-Mode Phones Cisco Jabber on iPhone and Android clients can be provisioned as dual-mode
devices. Dual-Mode phones have the capability of connecting over Wifi or
through cellular networks. When the client is within the enterprise network, Cisco
Jabber can register to Unified Communications Manager over Wifi, and has UC
calling and instant messaging functionality. If you configure a mobile identity
with the phone number of the mobile device, allowing the call to be transferred
from Jabber to the cellular device when leaving the enterprise network.
Note An added feature that is available to Cisco Jabber mobile clients is
Mobile and Remote Access, which allows Cisco Jabber clients to
connect to data networks when outside of the enterprise network. For
more information, see "Configure Mobile and Remote Access" section
in Feature Configuration Guide for Cisco Unified Communications
Manager.

Cisco Unified Mobility Prerequisites

Refer to the following prerequisites:
• Enabling Mobility features requires proper planning to ensure that your dial plan and call routing
configuration can handle the deployment needs. For more information, see "Mobile Collaboration"
section in the Cisco Collaboration System Solution Reference Network Designs guide.
• For information on which Cisco IP Phones support Mobility feature, see Generate a Phone Feature List,
on page 1.
• For a list of Cisco IP Phones that support the Mobility softkey, run a report for the Mobility feature.
• For a list of supported dual-mode phones, run a report for the Dual-Mode feature.

• If you are deploying Mobile Voice Access and you want to make additional locales available to your
system (if you want to use non-English phone locales or country-specific tones), you can download the
locale installers from cisco.com and install them through the Cisco Unified OS Administration interface.
For more information on installing locales, see Installation Guide for Cisco Unified Communications
Manager and the IM and Presence Service.
• Configure Self-Provisioning so that phone users can provision their own Cisco Jabber clients and remote
destinations. For more information, see "Configure Self Provisioning" and "Provisioning End Users"
section in the System Configuration Guide for Cisco Unified Communications Manager.

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Cisco Unified Mobility Configuration Task Flow

Caution The Cisco mobility solution is verified with only Cisco equipment. This solution may also work with other
third-party PSTN gateways and Session Border Controllers (SBCs), but the features might not work as
described here. If you are using this solution with third-party PSTN gateways or SBCs, Cisco technical support
may not be able to resolve problems that you encounter.

Cisco Unified Mobility Configuration Task Flow

Complete these tasks to configure Mobility features for your deployment.

Procedure

Command or Action Purpose

Step 1 Perform one of the following: Adds mobility features for an individual end
user.
• Configure a Mobility User, on page 13
• Configure Mobility Users through Bulk Configures Mobility features for a large number
Administration, on page 14 of existing end users, use the Bulk
• Provision Mobility Users Through LDAP, Administration Tool.
on page 14 Provisions new users with mobility
functionality, you can use a feature group
template and LDAP sync.

Step 2 Configure Mobility for IP Phones, on page 15 Configures Cisco IP Phones for Mobility
including setting up the Single Number Reach
(SNR) and Move to Mobile features. This
allows enterprise phone users to extend
enterprise calls to a wide range of mobile
devices, including a home office phone or a
mobile phone.

Step 3 Configure Mobile Voice Access, on page 20 Optional. Provides a system IVR so that mobile
users can call from any mobile device and have
the call that is presented to the called party as
if the caller were dialing from their enterprise
desk phone.

Step 4 Configure Enterprise Feature Access, on page Optional. Provides two-stage dialing from a
27 configured remote destination and have the call
that is presented to the called party as if it
originated from a desk phone. This feature also
allows you to access mid-call features while on
a call from a remote destination.

Step 5 Configure Intelligent Session Control, on page Configure the system so that inbound calls to a
28 remote destination are rerouted to an associated
enterprise, if one is available. This provides
automatic call anchoring within the enterprise

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Command or Action Purpose

for mobility calls, providing cost savings and
added Unified Communications functionality.

Step 6 Configure Mobility Service Parameters, on page Optional. Configure optional mobility-related
29 service parameters if you want to change the
behavior of Cisco Unified Mobility.

Step 7 Configure Cisco Jabber Dual-Mode, on page Configure Cisco Jabber for mobility so your
29 users can access enterprise communications
features through a Jabber client on their
smartphone.

Step 8 Configure Other Dual-Mode Devices, on page Complete this task flow if you want to deploy
30 other dual-mode devices, such as FMC or IMS
clients that can connect through Wi-Fi.

Configure a Mobility User

Use this procedure to configure an end user with the mobility feature.

Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > End User.
Step 2 In Find and List Users window, perform one of the following tasks:
• Click Find and select an existing user to modify the settings.
• Click Add New to configure a new user.

Step 3 Configure values for the following fields:

• User ID
• Last Name

Step 4 In the Mobility Information section, complete the following fields:

a) Check the Enable Mobility check box.
b) Optional. Check the Enable Mobile Voice Access check box to allow this user to use Mobile Voice
Access.
c) In the Maximum Wait Time for Desk Pickup field, enter a value in milliseconds. After hanging up a
call from a remote destination, this timer represents the amount of time where the user still has the option
of resuming the call from a deskphone.
d) In the Remote Destination Limit field, enter the number of remote destinations that a user is permitted
to have for single number reach (SNR) targets.
Step 5 Complete the remaining fields in the End User Configuration window. For more information on the fields
and their configuration options, see Online Help.
Step 6 Click Save.

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Configure Mobility Users through Bulk Administration

Configure Mobility Users through Bulk Administration

Use this procedure to use Bulk Administration's Update Users menu to add the Mobility feature to existing
end users by bulk.

Note Bulk Administration contains other features that allow you to update existing users by bulk. For example,
you can use the Export and Import functions to import a CSV file with the new Mobility settings. For more
information, see the Bulk Administration Guide for Cisco Unified Communications Manager.

Procedure

Step 1 From Cisco Unified CM Administration, choose Bulk Administration > Users > Update Users > Query.
Step 2 Apply the filter and click Find to select the users whom you want to assign as mobility users.
Step 3 Click Next.
Step 4 In the Mobility Information section, modify the following four fields by first checking the check box on the
far left to indicate that this field is to be updated, and then configuring the setting on the right as follows:
• Enable Mobility—Check this check box to enable the users provisioned with this template for Mobility
features.
• Enable Mobile Voice Access—Check this check box for provisioned users to be able to use Mobile
Voice Access.
• Maximum Wait Time for Desk Pickup—This field represents the amount of time, after hanging up a
call on a mobile phone, that you have to resume the call on your deskphone.
• Remote Destination Limit—This field represents the number of Remote Destinations and Mobile
Identities that you can assign to users whom are provisioned through this template.

Step 5 Under Job Information, check Run Immediately.

Step 6 Click Submit.

Provision Mobility Users Through LDAP

If you have not yet synced your LDAP directory, you can use this procedure to configure synced end users
with mobility capability through the Feature Group Template configuration. Newly synced users inherit the
mobility settings from the template.

Note This method works only if you have not yet synced your LDAP directory. You cannot assign new feature
group template configurations to an LDAP directory sync after the initial sync has occurred.

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Configure Mobility for IP Phones

Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > User/Phone Add > Feature Group
Template.
Step 2 In the Find and List Feature Group Templates window, perform one of the following:
• Click Add New to configure a new template.
• Click Find and select an existing template to configure.

Step 3 Assign a Name to the template.

Step 4 Configure the following Mobility fields:
• Enable Mobility—Check this check box to enable the users provisioned with this template for Mobility
features.
• Enable Mobile Voice Access—Check this check box for provisioned users to be able to use Mobile
Voice Access.
• Maximum Wait Time for Desk Pickup—This field represents the amount of time in milliseconds, after
hanging up a call on a mobile phone, that you have to resume the call on your deskphone.
• Remote Destination Limit—This field represents the number of Remote Destinations and Mobile
Identities that you can assign to users whom are provisioned through this template.

Step 5 Configure the remaining fields in the Feature Group Template Configuration window. For more information
on the fields and their configuration options, see Online Help.
Step 6 Click Save.
Note Assign the configured Feature Group Template to an LDAP Directory that has not yet been synced.
Newly synced users have Mobility enabled. For more information, on provisioning users through
LDAP see "Provisioning End Users" chapter in System Configuration Guide for Cisco Unified
Communications Manager.

Configure Mobility for IP Phones

Complete these tasks to configure mobility features for Cisco IP Phones. This includes setting up Single
Number Reach (SNR) and the Move To Mobile feature. This provides users with a single enterprise number
that rings all their devices, in addition to an enterprise-level voicemail that can be reached no matter which
device rings. And also, users are able to transfer active calls between their deskphone and mobile device.

Procedure

Command or Action Purpose

Step 1 Configure Softkey Template for Mobility, on Configures a mobility softkey template for
page 16 Cisco IP Phones that includes the Mobility
softkey. Users can transfer calls from their
deskphone to a mobile phone by pressing the
softkey.

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Command or Action Purpose

Step 2 Configure IP Phone for Mobility, on page 18 Configures an IP phone for mobility so that
incoming calls to an enterprise number are
extended to remote destinations.

Step 3 Configure a Remote Destination Profile, on Configures common settings that you want to
page 18 apply to all the remote destination numbers for
a user.

Step 4 Configure a Remote Destination, on page 19 Configures a remote destination that is a virtual
device that represents a mobile device where
the user can be reached (for example, a home
office phone, or a mobile phone on a cellular
network). The remote destination carries many
of the same settings as the user's desk phone.

Step 5 Configure an Access List, on page 20 Optional. Controls which calls can ring which
remote destinations, and at which times of day.
The access list filters callers based on the Caller
ID and can either allow calls or block calls from
the caller during that remote destination's ring
schedule.

Configure Softkey Template for Mobility

Use this procedure to configure a softkey template that includes the Mobility softkey. The softkey will be
enabled for all phones that use this template.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Softkey Template.
Step 2 To create a new softkey template do the following. Otherwise, proceed to the next step.
a) Click Add New.
b) Select a default template and click Copy.
c) In the Softkey Template Name field, enter a new name for the template.
d) Click Save.
Step 3 To add mobility softkeys to an existing template.
a) Enter search criteria and click Find.
b) Choose an existing template.
Step 4 (Optional) Check the Default Softkey Template check box if you want to designate this softkey template as
the default softkey template.
Note If you designate a softkey template as the default softkey template, you cannot delete it unless you
first remove the default designation.

Step 5 Click Save.

Step 6 From the Related Links drop-down list, choose Configure Softkey Layout and click Go.

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Enable Mobility within Feature Control Policy

Step 7 From the Select a Call State to Configure drop-down list, choose the call state for which you want to add
the softkey. Typically, you will want to add the softkey for both the OnHook and Connected call states.
Step 8 From the Unselected Softkeys list, choose the Mobility softkey and use the arrows to move the softkey to
the Selected Softkeys list. Use the up and down arrows to change the position of the new softkey.
Step 9 To display the softkey in additional call states, repeat the previous step.
Step 10 Click Save.
Note If you created a new softkey template, you can assign the template to a phone through the Phone
Configuration window or to a group of phones through Bulk Administration's Update Phones
menu.
There are several methods to assign softkey template to phones during provisioning. For example,
you can use the Universal Device Template configuration, or you can assign it as the default device
profile for a specific model.

Enable Mobility within Feature Control Policy

If you have configured feature control policies to enable or disable features for Cisco IP Phones, then you
will also have to enable Mobility within the policy that is used by your Cisco IP Phones. If the feature is
disabled within the feature control policy configuration that is used by your phones, then the Mobility softkey
will be disabled for all Cisco IP Phones that use that policy.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Feature Control Policy.
Step 2 Click Find and choose the applicable policy.
Note You can also choose Add New if you want to create a new feature control policy that you will assign
to your phones to enable mobility, along with other associated features. You can assign the policy
to phones through the Phone Configuration window, or to a set of phones through the Common
Phone Profile Configuration. You can also assign the policy to a universal device template to
assign the policy to phones as they are provisioned.

Step 3 In the Name field, enter a name for the feature control policy. The name can include up to 50 alphanumeric
characters and can contain any combination of spaces, periods (.), hyphens (-), and underscore characters (_).
Ensure that each feature control policy name is unique to the system.
Step 4 In the Description field, enter a brief description for the feature control policy. The description can include
up to 50 alphanumeric characters and can contain any combination of spaces, periods (.), hyphens (-), and
underscore characters (_).
Step 5 In the Feature Control Section, check both the Override Default check box and the Enable Setting check
box that corresponde to the Mobility softkey.
Step 6 Click Save.

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Configure IP Phone for Mobility

If you have Single Number Reach or Move to Mobility configured, use this procedure to configure your
deskphone with the Mobility feature so that enterprise calls can be redirected to a remote destination.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Perform one of the following tasks:
• Click Find and select an existing phone to modify the settings.
• Click Add New and choose a phone from the Phone type drop-down list to add a new phone.

Step 3 Click Next.

Step 4 From the SoftKey Template drop-down list, choose the mobility softkey template that you configured.
Step 5 From the Owner User ID drop-down list, choose the user account on which you enabled mobility.
Note You can configure either the Owner User ID or Mobility User ID field. Mobility users are
configured for mobility enabled devices and Owner users are configured for Non-Mobility devices.
Configuring both users for the same device is not recommended.

Step 6 (Optional) If you are using a Feature Control Policy to enable features, select the policy from the drop-down
list.
Step 7 Click Save.

Configure a Remote Destination Profile

Configures common settings that you want to apply to all the remote destination numbers for a user.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Profile > Remote Destination Profile.
Step 2 Click Add New.
Step 3 Enter a Name for the profile.
Step 4 From the User ID drop-down list, select the end user to whom this profile applies.
Step 5 From the Device Pool drop-down list, select the device pool where this profile should reside.
Step 6 Configure the remaining fields in the Remote Destination Profile Configuration window. For more
information on the fields and their configuration options, see Online Help.
Step 7 Click Save.
Step 8 Under Association Information, click Add a New DN.
Step 9 In the Directory Number field, add the directory number of the user's desk phone.

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Configure a Remote Destination

A remote destination is a virtual device that represents a mobile device where the user can be reached (for
example, a home office phone, a mobile phone on a cellular network, or a PSTN phone). The remote destination
carries many of the same settings as the user's desk phone.

Note • When an enterprise user initiates a call from a remote destination to Cisco Jabber, Unified Communications
Manager tries to establish a data call with Cisco Jabber by sending an INVITE message to Cisco
TelePresence Video Communication Server (VCS). The call is established regardless of receiving a
response from VCS.
• If you have Self-Provisioning enabled, your end users can provision their own phones from the Self-Care
Portal. Refer to the System Configuration Guide for Cisco Unified Communications Manager and the
"Configure Self-Provisioning" chapter for details on configuring the system for self-provisioning and
the "Provisioning End Users" part for details on enabling self--provisioning for users as a part of a User
Profile.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Remote Destination.
Step 2 Click Add New.
Step 3 In the Destination field, enter the number of the remote destination. For example, this could be a cellular
number or PSTN number.
Step 4 From the Mobility User ID field, select the mobility-enabled end user who uses this remote destination.
Step 5 Check the Enable Unified Mobility features check box.
Step 6 From the Remote Destination Profile drop-down list, select the profile that you set up for the user who owns
this remote destination.
Step 7 From the Single Number Reach Voicemail Policy drop-down list, configure the voicemail policy.
a) From the Single Number Reach Voicemail Policy drop-down list, configure the voicemail policy.
b) Check the Enable Single Number Reach checkbox.
Step 8 Check the Move to Mobile check box to include this remote destination to the list of available destinations
when the user hits the Mobility softkey on their desk phone.
Step 9 (Optional) Configure a Ring Schedule if you want to limit enterprise calls to this remote destination to just
specific days such as office hours.
Step 10 In the When receiving a call during the above ring schedule area, apply the list configured for this remote
destination.
Step 11 Configure the remaining fields on the Remote Destination Configuration window. For more information
on the fields and their configuration options, see Online Help.
Step 12 Click Save.

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Configure an Access List

An access list is an optional remote destination configuration if you want to control which calls can ring which
remote destinations, and at which times of day. The access list filters callers based on the Caller ID and can
either allow calls or block calls during that remote destination's ring schedule.

Note Phone users can configure their own access lists through the Self-Care Portal.

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Class of Control > Access List.
Step 2 Click Add New to create an access list.
Step 3 Enter a name and description to identify the new access list.
Step 4 Associate the access list to a user by choosing an ID from the Owner drop-down list.
Step 5 Choose one of the following options:
• Allowed—All numbers in the access list are allowed.
• Blocked—All numbers in the access list are blocked.

Step 6 Click Save.

Step 7 From the Filter Mask drop-down list, choose the filters that you want to apply to the access list:
• Not Available—All callers that advertise a not available status are added to the access list.
• Private—All callers that advertise a private status are added to the access list.
• Directory Number—All directory numbers or directory strings that you specify are added to the access
list. If you choose this option, add a number or number string in the DN Mask field.

Step 8 Choose Save.

Step 9 Apply the access list to a remote destination:
a) From Cisco Unified CM Administration, choose Device > Remote Destination and reopen the remote
destination that you created.
b) Configure the Ring Schedule for this access list and do either of the following:
• If you created an allowed access list, click the Ring this destination only if caller is in radio button
and choose the access list that you created from the drop-down list.
• If you created a blocked access list, click the Do not ring this destination if caller is in radio button
and choose the access list that you created from the drop-down list.

c) Click Save.

Configure Mobile Voice Access

Complete the following tasks to configure the system for Mobile Voice Access, which lets users place
enterprise-anchored calls from any device. Users dial a system IVR for authentication, following which the

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call is sent out as an enterprise call that will appear to the end user as if the call were sent from the office
phone.

Before you begin

To use Mobile Voice Access:
• Users must be enabled as mobility users with the Enable Mobile Voice Access option checked within
End User Configuration For details, see Configure a Mobility User, on page 13.
• Interactive Voice Response service must be active, and included in a Media Resource Group List that
the trunk uses.

Procedure

Command or Action Purpose

Step 1 Activate the Cisco Unified Mobile Voice In Cisco Unified Serviceability, make sure that
Access Service, on page 22 the Cisco Unified Mobile Voice Access feature
service is activated.

Step 2 Enable Mobile Voice Access, on page 22 Enable the Mobile Voice Access feature and
specify a directory number that users can dial
to reach the enterprise.

Step 3 Configure Directory Number for Mobile Voice Configure mobile voice access (MVA) to assign
Access, on page 23 sets of localized prompts for users who dial in
from outside the enterprise.

Step 4 Restart Cisco CallManager Service, on page 23 After you activate Mobile Voice Access, restart
the Cisco CallManager service.

Step 5 Configure a gateway for legacy MVA or Note Gateway configuration is no longer
enterprise feature access (EFA) by performing mandatory for Mobile Voice Access.
one of the following tasks: This is an optional configuration
only if you want to configure legacy
• Configure an Existing H.323 or SIP
Mobile Voice Access through an ISR
Gateway for Remote Access, on page 24
G2 router.
• Configure a New H.323 Gateway for
Remote Access, on page 25 Depending on your system requirements, you
can add a new gateway or configure an existing
gateway to handle calls that come from outside
the enterprise through MVA or EFA.
If you have an existing H.323 or SIP PSTN
gateway in your system, you can configure it
for MVA. This function is accessed by calling
a system-configured DID number that is
answered and handled by an H.323 or SIP
VoiceXML (VXML) gateway. After you
configure your gateway, it uses a vxml script
on the publisher node to pull the interactive
voice response (IVR) prompts that are played
to the MVA users. These prompts request user

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Command or Action Purpose

authentication and input of a number that users
must dial on their phone keypad.
If you do not have an existing H.323 or SIP
PSTN gateway and you want to configure
mobile voice access, you must add a new H.323
gateway and configure it for MVA functionality
by using the hairpinning method. From a
technical standpoint, this method refers to using
a second gateway to receive the inbound call,
apply the MVA service and then the inbound
call leg returns to the PSTN gateway (original
source) after the system applies the MVA
service.

Activate the Cisco Unified Mobile Voice Access Service

Use the following procedure to activate this service in your publisher node.

Procedure

Step 1 From Cisco Unified Serviceability, choose Tools > Service Activation.
Step 2 From the Server drop-down list, choose the publisher node.
Step 3 Click Go.
Step 4 Under CM Services, check the Cisco Unified Mobile Voice Access Service check box.
Step 5 Click Save.

Enable Mobile Voice Access

Configure service parameters to enable Mobile Voice Access (MVA) and to specify the directory number or
PSTN DID number that users can dial in order to reach the IVR.

Before you begin

The Cisco Unified Mobile Voice Access feature service must be activated for Mobile Voice Access to work.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose publisher node.
Step 3 From the Service drop-down list, choose Cisco CallManager.
Step 4 Configure the following service parameters:
• Enable Mobile Voice Access—Set this parameter to True.

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• Mobile Voice Access Number—Enter the access number that you want users to dial when they access
the enterprise.

Step 5 Click Save.

Configure Directory Number for Mobile Voice Access

Configure mobile voice access (MVA) to assign sets of localized prompts for users who dial in from outside
the enterprise.

Procedure

Step 1 From Cisco Unified CM Administration, choose Media Resources > Mobile Voice Access.
Step 2 In the Mobile Voice Access Directory Number, enter the internal directory number (DN) to receive Mobile
Voice Access calls from the gateway.
Enter a value between 1-24 digits in length. Valid values are 0-9.

Step 3 In the Localization pane, use the arrows to move the locales that you want to select to or from this pane.
Note Mobile Voice Access uses the first locale that appears in the Selected Locales pane in the Mobile
Voice Access window. For example, if English United States appears first in the Selected Locales
pane, the Cisco Unified Mobility user hears English when the IVR is used during a call.

Step 4 Click Save.

Restart Cisco CallManager Service

After you enable the Mobile Voice Access feature, restart the Cisco CallManager service.

Procedure

Step 1 From Cisco Unified Serviceability, choose Tools > Control Center - Feature Services
Step 2 From the Server drop-down list, select the Cisco Unified Communications Manager publisher node.
Step 3 Under CM Services, select the radio button that corresponds to the Cisco CallManager service.
Step 4 Click Restart.

What to do next
You have now completed all the tasks that are required to configure Unified Communications Manager with
native Mobile Voice Access support. However, if you want to configure legacy Mobile Voice Access where
an ISR G2 router provides the IVR and voice prompts, you can complete either of the following two optional
tasks:
• Configure an Existing H.323 or SIP Gateway for Remote Access, on page 24

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• Configure a New H.323 Gateway for Remote Access, on page 25

Configure an Existing H.323 or SIP Gateway for Remote Access

If you have an existing H.323 or SIP PSTN gateway in your system, you can configure it for MVA. This
function is accessed by calling a system-configured DID number that is answered and handled by an H.323
or SIP VoiceXML (VXML) gateway. After you configure your gateway, it uses a vxml script on the publisher
node to pull the interactive voice response (IVR) prompts that are played to the MVA users. These prompts
request user authentication and input of a number that users must dial on their phone keypad.

Before you begin

Configure Directory Number for Mobile Voice Access, on page 23

Procedure

Step 1 Configure the T1/E1 controller for PRI from the PSTN.
Example:
controller T1 1/0
framing esf
linecode b8zs
pri-group timeslots 1-24

Step 2 Configure the serial interface for the PRI (T1/E1).

Example:
interface Serial 1/0:23
ip address none
logging event link-status none
isdn switch-type primary 4ess
isdn incoming-voice voice
isdn bchan-number-order ascending
no cdp enable

Step 3 Load the VXML application from the publisher node.

Example:
Sample configuration for IOS Version 12.3 (13) and later:
application service CCM
http://<Unified CM Publisher IP Addr>:8080/ccmivr/pages/IVRMainpage.vxml

Example:
Sample configuration before IOS Version 12.3(12):
call application voice Unified CCM
http://<Unified CM Publisher IP Addr>:8080/ccmivr/pages/IVRMainpage.vxml

Caution Although VXML was added in Version 12.2(11), other versions such as 12.3(8), 12.3(9), 12.3(14)T1,
and 12.2(15) have VXML issues.

Step 4 Configure the dial peer to associate the Cisco Unified Mobility application with system remote access.
Example:

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Sample configuration for IOS 12.3(13) and later:

dial-peer voice 58888 pots
service CCM (Cisco Unified Mobility VXML application)
incoming called-number 58888

Example:
Sample configuration for IOS 12.3(12) and earlier:
dial-peer voice 100 pots
application CCM (Cisco Unified Mobility VXML application)
incoming called-number 58888

(58888 represents the mobile voice access (MVA) number)

Step 5 Add a dial peer to transfer the calls to the MVA DN.
Example:
Sample configuration for primary Unified Communications Manager:
dial-peer voice 101 voip
preference 1
destination-pattern <Mobile Voice Access DN>
session target ipv4:10.1.30.3
codec g711ulaw
dtmf-relay h245-alphanumeric
no vad

Example:
Sample configuration for secondary Unified Communications Manager (if needed):
dial-peer voice 102 voip
preference 2
destination-pattern <Mobile Voice Access DN>
session target ipv4:10.1.30.4
codec g711ulaw
dtmf-relay h245-alphanumeric
no vad

Note If a generic dial peer is already configured to terminate the calls and is consistent with the MVA
DN, you do not need to perform this step.

Example:
Sample configuration for SIP gateway VoIP dial-peer:
dial-peer voice 80 voip
destination-pattern <Mobile Voice Access DN>
rtp payload-type nse 99
session protocol sipv2
session target ipv4:10.194.107.80
incoming called-number .T
dtmf-relay rtp-nte
codec g711ulaw

Configure a New H.323 Gateway for Remote Access

If you do not have an existing H.323 or SIP PSTN gateway and you want to configure mobile voice access,
you must add a new H.323 gateway and configure it for MVA functionality by using the hairpinning method.
From a technical standpoint, this method refers to using a second gateway to receive the inbound call, apply

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the MVA service and then the inbound call leg returns to the PSTN gateway (original source) after the system
applies the MVA service.

Note If you use Mobile Voice Access with hairpinning, users calling into your system will not be identified
automatically by their caller ID. Instead, users must enter their remote destination number manually before
they enter their PIN. The reason is that the PSTN gateway must first route the call to Unified Communications
Manager to reach the hairpinned Mobile Voice Access gateway. Because of this route path, the conversion
of the calling number from a mobile number to an enterprise directory number occurs before the Mobile Voice
Access gateway handles the call. As a result, the gateway is unable to match the calling number with a
configured remote destination, and therefore the system prompts users to enter their remote destination number.

Before you begin

Configure Directory Number for Mobile Voice Access, on page 23

Procedure

Step 1 Load the VXML application from the publisher node.

Example:
Sample configuration for IOS Version 12.3 (13) and later:
application service CCM
http://<Unified CM Publisher IP Addr>:8080/ccmivr/pages/IVRMainpage.vxml

Example:
Sample configuration before IOS Version 12.3(12):
call application voice CCM
http://<Unified CM Publisher IP Addr>:8080/ccmivr/pages/IVRMainpage.vxml

Caution Although VXML was added in Version 12.2(11), other versions such as 12.3(8), 12.3(9), 12.3(14)T1,
and 12.2(15) have VXML issues.

Step 2 Configure the dial-peer to associate the Cisco Unified Mobility application with system remote access.
Example:
Sample configuration for IOS 12.3(13) and later:
dial-peer voice 1234567 voip
service CCM
incoming called-number 1234567
codec g711u
session target ipv4:<ip_address of call manager>

Example:
Sample configuration for IOS 12.3(12) and earlier:
dial-peer voice 1234567 voip
application CCM
incoming called-number 1234567
codec g711u
session target ipv4:<ip_address of call manager>

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Step 3 Add a dial-peer for transferring calls to the Mobile Voice Access (MVA) DN.
Example:
Sample configuration for primary Unified Communications Manager:
dial-peer voice 101 voip
preference 1
destination-pattern <Mobile Voice Access DN>
session target ipv4:10.1.30.3
voice-class h323 1
codec g711ulaw
dtmf-relay h245-alphanumeric
novad

Example:
Sample configuration for secondary Unified Communications Manager (if needed):
dial-peer voice 102 voip
preference 2
destination-pattern <Mobile Voice Access DN>
session target ipv4:10.1.30.4
voice-class h323 1
codec g711ulaw
dtmf-relay h245-alphanumeric
novad

Note If a generic dial peer is already configured to terminate the calls and is consistent with the MVA
DN, you do not need to perform this step.

Step 4 Configure hairpin.

voice service voip
allow-connections h323 to h323

Step 5 On the Unified Communications Manager, create a new route pattern to redirect the incoming MVA number
to the H.323 gateway that has the vxml script loaded. Ensure that the incoming CSS of the gateway can access
the partition in which the new route pattern is created.

Configure Enterprise Feature Access

Use the following procedure to configure Enterprise Feature Access from a remote destination for:
• Two-stage dialing to place enterprise calls from a configured remote destination. Calls appear to the
called party as if they were placed from an associated desk phone.
• Remote destination access to mid-call features through EFA codes that are sent using DTMF digits sent
from the remote destination.

Note Unlike Mobile Voice Access, with Enterprise Feature Access you must be calling from a configured remote
destination.

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Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Mobility > Enterprise Feature Access
Number Configuration.
Step 2 In the Number field, enter the unique DID number that mobile users will dial from a remote destination in
order to access the Enterprise Feature Access feature.
Step 3 From the Route Partition drop-down list, choose the partition where the DID resides.
Step 4 (Optional) Check the Default Enterprise Feature Access Number check box to make this EFA number the
default for this system.
Step 5 Click Save.
Step 6 Configure the Enteprise Feature Access service parameters:
a) From Cisco Unified CM Administration, choose System > Service Parameters.
b) From the Server drop-down list, choose the publisher node.
c) From the Service drop-down list, choose Cisco CallManager.
d) Set the Enable Enterprise Feature Access service parameter to True.
e) (Optional) In the Clusterwide Parameters (System - Mobility) area, edit the DTMF digits that you must
enter to access midcall features through Enterprise Feature Access. For example, you could edit the
Enterprise Feature Access Code for Hold service parameter, which has a default value of *81. The
default values are as follows:
• Hold: *81
• Exclusive Hold: *82
• Resume: *83
• Transfer: *84
• Conference: *85
• Session Handoff: *74
• Starting Selective Recording: *86
• Stopping Selective Recording: *87
• Hunt group login—enter a new code
• Hunt group logout—enter a new code

f) Click Save.

Configure Intelligent Session Control

Configure the system so that inbound calls to a remote destination are rerouted to an associated enterprise
number, if one is available. This provides automatic call anchoring within the enterprise for mobility calls,
providing cost savings and added Unified Communications functionality.

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Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose a Cisco Unified Communications Manager node.
Step 3 From the Service drop-down list, choose Cisco CallManager.
Step 4 Under Clusterwide Parameters (Feature - Reroute Remote Desination Calls to Enterprise Number) set
the following service parameters:
• Reroute Remote Destination Calls to Enterprise Number—To enable Intelligent Session Control, set
this parameter to True.
• Ring All Share Lines—Set the value of the parameter to True. If Intelligent Session Control is enabled,
and this service parameter is also enabled, the system anchor calls to remote destinations within the
enterprise, and will also ring all the user's shared lines.
• Ignore Call Forward All on Enterprise DN—This parameter applies only to outgoing calls to a remote
destination when Intelligent Session Control is enabled. By default, this parameter is set to True.

Step 5 Click Save.

Configure Mobility Service Parameters

Use this procedure to configure optional Mobility-related service parameters.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose the publisher node.
Step 3 From the Service drop-down list, choose Cisco CallManager.
Step 4 Configure any service parameters that you want to edit. The Mobility-related parameters are listed under the
following headings. For help descriptions, click the parameter name:
• Clusterwide Parameters (System - Mobility)
• Clusterwide Parameters (System - Mobility Single Number Reach Voicemail)
• Clusterwide Parameters (Feature - Reroute Remote Destination Calls to Enterprise Number)

Step 5 Click Save.

Configure Cisco Jabber Dual-Mode

Complete these tasks to configure Cisco Jabber on iPhone or Android as dual-mode mobile devices that can
connect over WiFi. Cisco Jabber registers to Unified Communications Manager over WiFi and can be reached
through an enterprise number if Single Number Reach is enabled in the user's mobile identity.

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Procedure

Command or Action Purpose

Step 1 Configure a Mobility Profile, on page 31 Configure a mobility profile to send consistent
caller ID to Jabber mobile clients that are
placing Dial through Office calls.

Step 2 Add a Dual-Mode Device for Cisco Jabber, on Configure a dual-mode device type for Cisco
page 31 Jabber on iPhone or Android clients.

Step 3 Configure a Mobility Identity, on page 34 Add a Mobility Identity to the Jabber mobile
client that points to the device phone number
(that is, the iPhone number) to provide calling
when Jabber roams out of WiFi range. Enable
Single Number Reach destination for the Mobile
Identity.

Step 4 Required: Configure Handoff Number, on page Configure a handoff number for dual-mode
34 devices that are leaving enterprise. Even when
the device disconnects from the enterprise WiFi
network the call can be maintained without
interruption by reconnecting to a remote mobile
or cellular network.

Configure Other Dual-Mode Devices

Complete these tasks to configure other dual-mode mobile devices that can place calls over the cellular network
and can also connect over WiFi. For example:
• Carrier-Integrated Mobile Devices that connect over Fixed Mobile Convergence (FMC) networks.
• IMS-integrated Mobile Devices over IP Multimedia networks

Procedure

Command or Action Purpose

Step 1 Add a Dual-Mode Device for Cisco Jabber, on Configure an IMS or FMC dual-mode device.
page 31
Step 2 Configure a Mobility Identity, on page 34 Add a Mobility Identity that points to the phone
number of the actual device.

Step 3 Required: Configure Handoff Number, on page Configure a handoff number for dual-mode
34 devices that are leaving the enterprise. Even
when the device disconnects from the enterprise
WiFi network the call can be maintained
without interruption by reconnecting to a remote
mobile or cellular network.

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Configure a Mobility Profile

Configure a mobility profile for dual-mode Cisco Jabber on iPhone and Android clients. The profile configures
the client with a consistent caller ID for dial via office calls.

Note From a technical standpoint, this caller ID is sent during the dial via office reverse (DVO-R) callback portion
of a call to the mobility identity or alternate callback number. DVO-R call feature uses enbloc dialing. If no
mobility profile is assigned to the mobility identity or if the Callback Caller ID field is left blank, the system
sends the default enterprise feature access number.

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Mobility > Mobility Profile.
Step 2 Click Add New.
Step 3 Enter a Name for the profile.
Step 4 From the Mobile Client Calling Option drop-down list, select Dial via Office Reverse.
Note Despite the field options, Dial via Office Forward is not available.

Step 5 Configure a Callback Caller ID for Dial-via-Office Reverse.

Step 6 Configure the fields in the Mobility Profile Configuration window. For more information on the fields and
their configuration options, see Online Help.
Step 7 Click Save.

Add a Dual-Mode Device for Cisco Jabber

Use the following procedure to configure a dual-mode device type for Cisco Jabber on iPhone or Android
clients.

Before you begin

Make sure that your end users are mobility-enabled. Also, if you want to add remote destinations to your
Jabber client, make sure that you have a softkey template that includes the Mobility softkey.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Perform one of the following:
• Click Find to edit an existing device.
• Click Add New and select either Cisco Dual Mode for Android or Cisco Dual Mode for iPhone as
the phone model, to add a new device. Click Next.

Step 3 Configure the fields in the Phone Configuration window.

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For detailed information about product specific configuration layout fields, see your Jabber client documentation
at http://www.cisco.com/go/jabber.

Step 4 Configure the following mandatory fields:

• Device Name
• Device Pool
• Softkey Template
• Owner User ID—The user must have mobility enabled.
• Mobility User ID—The user must have mobility enabled.
• Device Security Profile
• SIP Profile

Step 5 Click Save.

Step 6 Add a directory number:
a) In the left Association area, click Add a New DN.
b) Enter a new Directory Number and click Save.
c) Complete any fields that you want in the Directory Number Configuration window and click Save. For
more information on the fields and their configuration options, see Online Help.
d) Click Associate End Users .
e) Click Find and select the mobility-enabled end user whom owns this DN.
f) Click Add Selected.
g) Click Save.

What to do next
Add a Mobility Identity that points to the phone number of the iPhone or Android device. This allows you to
transfer the call to the phone if you move out of Wi-Fi range. You can also add the device as a Single Number
Reach destination. For details, Configure a Mobility Identity, on page 34.
Optionally, add Remote Destinations and Single Number Reach to your Cisco Jabber client. When someone
calls the Jabber client, the remote destination rings as well. Configure a Remote Destination, on page 19.

Dual-Mode Device Configuration Fields

Table 1: Dual-Mode Device Configuration Fields

Field Description

Softkey Template Choose the Mobility Softkey template.

Owner User ID Choose the user ID of the assigned phone user. The user ID is recorded in the
call detail record (CDR) for all calls made from this device.

Mobility User ID Choose the user ID of the person to whom this dual-mode phone is assigned.

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Field Description

Device Security Profile Choose the security profile to apply to the device.
You must apply a security profile to all phones that are configured in Cisco
Unified Communications Manager Administration. To enable security features
for a phone, you must configure a new security profile for the device type and
protocol, and then apply it to the phone.

Rerouting Calling Search Choose a calling search space for routing calls to configured remote destinations
Space and mobility identities that are configured for this device.

SIP Profile Choose Standard SIP Profile for Mobile Device.

Add Other Dual-Mode Device

Use this procedure to add another dual-mode device (for example, a Carrier-integrated Mobile Device for
network-based FMC, or an IMS-integrated Mobile Device.

Before you begin

Make sure that your end users are mobility-enabled. Refer to topics earlier in this chapter for details on how
to enable mobility for users.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Add New.
Step 3 From the Phone Model drop-down list Carrier-integrated Mobile Device or IMS-integrated Mobile Device.
Step 4 Configure the following mandatory fields:
• Device Name
• Device Pool
• Owner User ID—The user must have mobility enabled.
• Mobility User ID—The user must have mobility enabled.

Step 5 Configure the remaining fields in the Phone Configuration window. For more information on the fields and
their configuration options, see Online Help.
Step 6 Click Save.
Step 7 Add a directory number:
a) In the left Association area, click Add a New DN.
b) Enter a new Directory Number and click Save.
c) Complete any fields that you want in the Directory Number Configuration window and click Save. For
more information on the fields and their configuration options, see Online Help.
d) Click Associate End Users.
e) Click Find and select the mobility-enabled end user whom owns this DN.
f) Click Add Selected.

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g) Click Save.

Configure a Mobility Identity

Add a Mobility Identity that points to the phone number of the device if you want to enable the device as a
Single Number Reach that can be reached through the enterprise number.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Enter search criteria if needed, click Find, and choose the dual-mode device that you created.
Step 3 Click Add New Mobility Identity.
Step 4 In the Destination field, enter the phone number of the mobile device. For example, for a Cisco Jabber on
iPhone client, this would be the phone number of the iPhone.
Step 5 Cisco Jabber only. Select the Mobility Profile that you configured.
Step 6 If you want to make this Mobile Identity available from an enteprise phone number:
a) Check the Enable Single Number Reach check box.
b) Configure a Single Number Reach Voicemail policy
Step 7 Configure a Dial-via-Office Reverse Voicemail policy.
Step 8 Configure the fields on the Mobility Identity Configuration window. For more information on the fields
and their configuration options, see Online Help.
Step 9 Click Save.
Note If you want to apply a Ring Schedule and access list to limit calls to this mobile identity to specific
times and users, Configure an Access List, on page 20.

Configure Handoff Number

Configure handoff mobility for dual-mode phones if you want your system to preserve a call while the user
moves out of the enterprise. Even when a user's device disconnects from the enterprise WiFi network and
reconnects to the mobile voice or cellular network, an in-progress call is maintained without interruption.

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Mobility > Handoff Configuration.
Step 2 In the Handoff Number field, enter the direct inward dialing (DID) number for handoff between the Wi-Fi
and mobile voice or cellular network.
For numbers that start with the international escape character (+), you must precede the + with a backslash
(\). Example: \+15551234.

Step 3 From the Route Partition drop-down list, choose the partition to which the handoff DID number belongs.

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Step 4 Click Save.

Cisco Unified Mobility Call Flow

This section describes the incoming and outgoing call flows of Cisco Unified Mobility commonly known as
Single Number Reach (SNR). Unified Communications Manager supports the separate calling party number
and billing number feature when SNR is configured for users to allow desk phones to extend calls to mobile
devices.
For example, User-A calls from a PSTN network to User-B whose directory number configured to SNR. If
Enable External Presentation Name and Number check box is checked in SIP profile and Display External
Presentation Name and Number service parameter value set to True, then Unified Communications Manager
displays the FROM header information on both the User-B’s desk phone and the configured remote destination
device. In the same way, if any one option is disabled, Unified Communications Manager displays
P-Asserted-Identity (PAID) header information on the called device.
Similarly, in outgoing call scenario User B (SNRD line) configured with External Presentation Information
on Directory Number configuration page initiates a call to a PSTN network through a SIP trunk. If Enable
External Presentation Name and Number is configured in its SIP profile, then, Unified Communications
Manager send the External Presentation Information in the FROM header of the outgoing SIP message to
display on the called device.
If Enable External Presentation Name and Number check box is disabled, then Unified Communications
Manager sends the directory number information in the FROM and PAID to display on the called device and
configured External Presentation Information in the X-Cisco-Presentation header.
If you check the Anonymous External Presentation check box, the configured External Presentation Name
and External Presentation Number are removed from the respective fields and external presentation displayed
as anonymous on the called device.
For more details on Configuring External Presentation Information, see Configure Directory Number chapter
in the System Configuration Guide for Cisco Unified Communications Manager.

Cisco Unified Mobility Interactions

Table 2: Cisco Unified Mobility Interactions

Feature Interaction
Auto Call Pickup Cisco Unified Mobility interacts with auto call pickup depending on how you
configured the service parameter. When the Auto Call Pickup Enabled service
parameter is set to True, users must press only the PickUp softkey to pick up a
call.
If the service parameter is set to False, users must press the PickUp, GPickUp,
or OPickUp softkey and then the Answer softkey.

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Feature Interaction
Automatic Alternate Cisco Unified Mobility supports automatic alternate routing (AAR) as follows:
Routing
• If a rejection occurs because of a lack of bandwidth for the location-based
service, the rejection triggers AAR and reroutes the call through the PSTN
so the caller does not need to hang up and redial.
• If a rejection occurs because of resource reservation protocol (RSVP),
however, AAR is not triggered for calls to remote destinations and the call
stops.

Extend and Connect Users who need the capabilities of both Cisco Unified Mobility and Extend and
Connect can configure the same remote destination on the remote device profile
and CTI remote device types when the owner ID of both device types is the same.
This configuration allows Cisco Unified Mobility features to be used concurrently
with Extend and Connect.
For more information, see the “Extend and Connect” chapter.

External Call Control If external call control is configured, Unified Communications Manager follows
the route decision from the adjunct route server for these Cisco Unified Mobility
features:
• Cisco Unified Mobility
• Mobile voice access
• Enterprise feature access
• Dial via office

Unified Communications Manager does not send a routing query for the following
Cisco Unified Mobility features:
• Cell pickup
• Desk pickup
• Session handoff

Intelligent Session For direct calls to remote destinations that are anchored to the enterprise number,
Control and Session mobile users can use the session handoff feature to hand off the call to their
Handoff deskphones.
You must enable Cisco Unified Mobility before you implement intelligent session
control.

Licensing Cisco Unified Mobility is included in all user-based licenses from basic to
professional.

Local Route Groups For single number reach calls to a remote destination, the device pool of the
originating calling party determines the selection of the standard local route group.
Note Local Route Group is not supported when the AgentGreeting with
BiB (Built in Bridge) is invoked.

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Feature Interaction
Number of Supported Each remote destination supports a maximum of six active calls. However, the
Calls number of supported calls depends on the Unified Communications Manager
configuration.
For example, the Cisco Unified Mobility user receives a call while the user already
has six calls for the remote destination or while the user is using DTMF to transfer
or conference a call from the remote destination.
The received call is sent to the enterprise voice mail when:
• The number of calls with user exceeds Busy trigger configuration
• CFB is configured
• All shared lines are busy

Note The calls sent to the enterprise voice mail is not based on the maximum
supported calls.

SIP Trunks with Cisco Cisco Unified Mobility supports the Cisco Unified Mobility feature without
Unified Border Element midcall features over SIP trunks with Cisco Unified Border Element (CUBE).

Cisco Unified Mobility Restrictions

Table 3: Cisco Unified Mobility Interactions

Restriction Description

Auto Answer A remote destination call does not work when auto answer is enabled.
Note Auto Answer is not supported with Dual-Mode phones.

Call Forwarding Call Forward Unregistered (CFUR) support for Cisco Jabber on iPhone and
Unregistered Android is as follows:
• CFUR is supported if Cisco Jabber on iPhone or Android does not have
either a mobile identity or remote destination configured.
• CFUR is not supported, and will not work, if a Remote Destination is
configured
• CFUR is not supported, and will not work, if a Mobile Identity is configured
with a mobile phone number and Single Number Reach is enabled.

If you have a mobile identity or remote destination configured, use Call Forward
Busy and Call Forward No Answer instead.

Call Queuing Unified Communications Manager does not support call queuing with Cisco
Unified Mobility.

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Restriction Description

Conferencing Users cannot initiate a meet-me conference as conference controller by using

mobile voice access, but they can join a meet-me conference.
If an existing conference call is initiated from a shared-line IP phone or dual-mode
phone or smartphone that is a remote destination, no new conference party can
be added to the existing conference after the call is sent to a mobile phone or a
dual-mode handoff action occurs.
To permit the addition of new conference parties, use the Advanced Ad Hoc
Conference Enabled service parameter.

Dialing + Character from Users can dial a + sign through dual-tone multifrequency (DTMF) on a mobile
Mobile Phones phone to specify the international escape character.
Cisco Unified Mobility does not support + dialing through DTMF for IVR to
make an outgoing call from a mobile phone to an enterprise IP phone for which
the directory number contains the + character.
Cisco Unified Mobility does not support + dialing through DTMF for two-stage
dialing to make an outgoing call from a mobile phone to an enterprise IP phone
for which the directory number contains the + character.

Do Not Disturb on the If do not disturb (DND) is enabled on a desk phone, the desk phone cannot be
Desk Phone and Direct placed in the remote In use state and the call is not anchored in the following
Calls to Remote scenarios:
Destination
• DND is enabled with the call reject option.
• DND is activated by pressing the DND softkey on the desk phone.

If DND is enabled with the ring off option, however, the call is anchored.

Dual-Mode Phones Dual-Mode Handoff and Caller ID

The handoff DN method of dual-mode handoff requires a caller ID in the
cellular network. The mobility softkey method does not require caller ID.
Dual-Mode Phones and CTI Applications
While a dual-mode phone is in Wi-Fi enterprise mode, no CTI applications
control it nor monitor it.
The In Use Remote indicator for dual-mode phones on a shared line call in
the WLAN disappears if the dual-mode phone goes out of WLAN range.
Dual-Mode Phones and SIP Registration Period
For dual-mode phones, Unified Communications Manager determines the
registration period by using the value in the Timer Register Expires
(seconds) field of the SIP profile that associates with the phone, not the value
that the SIP Station KeepAlive Interval service parameter specifies. The
standard SIP profile for mobile devices determines the registration period as
defined by the Time Register Expires field in that profile.

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Restriction Description

Enterprise Features From Enterprise features from cellular networks require out-of-band DTMF.
Cellular Networks
When using intercluster DNs as remote destinations for an IP phone over a SIP
trunk (either intercluster trunk or gateway), check the Require DTMF Reception
check box when configuring the IP phone. This allows DTMF digits to be received
out of band, which is crucial for enterprise feature access midcall features.

Gateways and Ports Both H.323 and SIP VoIP gateways are supported for mobile voice access.
Cisco Unified Mobility features are not supported for T1 CAS, FXO, FXS and
BRI.
SNR(Single Number Reach) is not supported with MGCP(Media Gateway
Controlled Protocol).

Jabber Devices When initially configured, Jabber devices count as registered devices. These
devices increase the count of registered devices in a node, set by the Maximum
Number of Registered Devices service parameter.

Locales Cisco Unified Mobility supports a maximum of nine locales. If more than nine
locales are installed, they appear in the Available Locales pane, but you can only
save up to nine locales in the Selected Locales pane.
If you attempt to configure more than nine locales for Cisco Unified Mobility,
the following message appears: “Update failed. Check constraint
(informix.cc_ivruserlocale_orderindex) failed.”

Maximum Wait Timer for If a user presses the *81 DTMF code from a remote destination (either a
Desktop Call Pickup smartphone or any other phone) to put a call on hold, the user desk phone displays
the Resume softkey. However, the desk phone does not apply a timer for Desktop
Call Pickup. The Resume key continues to be displayed even after the timeout
that is configured for the end user to pick up the call elapses and the call is not
dropped.
Instead, users should hang up the call on the remote phone, which triggers the
desk phone to apply the timer for desktop call pickup. (Use the Maximum Wait
Time for Desk Pickup field on the End User Configuration window to change
this setting.)

Multilevel Precedence and Cisco Unified Mobility does not work with multilevel precedence and preemption
Preemption (MLPP). If a call is preempted with MLPP, Cisco Unified Mobility features are
disabled for that call.

Overlap Sending Overlap sending patterns are not supported for the Intelligent Session Control
feature.

Q Signaling Mobility does not support Q signaling (QSIG).

QSIG Path Replacement QSIG path replacement is not supported.

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Restriction Description

Service Parameters Enterprise feature access service parameters apply to standard phones and
smartphones; however, smartphones generally use one-touch keys to send the
appropriate codes. You must configure any smartphones that will be used with
Cisco Unified Mobility to use either the default codes for enterprise feature access
or the codes that are specified in the smartphone documentation.

Session Handoff The following limitations apply to the session handoff feature:
• Session handoff can take place only from mobile phone to desk phone. For
session handoff from desk phone to mobile phone, the current remote
destination pickup method specifies that you must use send call to mobile
phone.
• Only audio call session handoff is supported.

Single Number Reach If you have a hunt group configured and one or more of the directory numbers
with Hunt Groups that the hunt group points toward also has Single Number Reach (SNR) enabled,
the call does not extend to the SNR remote destinations unless all devices in the
hunt group are logged in.
For each device within the hunt group, the Logged Into Hunt Group check box
must be checked within the Phone Configuration window for that device.

SIP Trunks The Cisco Unified Mobility feature is supported only for primary rate interface
(PRI) public switched telephone network (PSTN) connections.
For SIP trunks, Cisco Unified Mobility is supported over IOS gateways or
intercluster trunks.

SIP URI and Direct Calls The Intelligent session control feature does not support direct URI dialing.
to Remote Destination Therefore, calls that are made to a SIP URI cannot be anchored to an enterprise
number.

Unified Communications In a cluster environment, the publisher must be reachable in order to enable or
Manager publisher disable Single Number Reach. Some features may not function if the publisher
dependent features is not actively running.
Mobile voice access is not available when the publisher node is not reachable;
IVR prompts for Mobile Voice Access are stored only on the publisher.

Video Calls Cisco Unified Mobility services do not extend to video calls. A video call that is
received at the desk phone cannot be picked up on the mobile phone.

Mobile Voice Access Cisco 4000 Series Integrated Services Routers do not support Voice XML
(MVA) (VXML). Hence, when these routers function as Unified Communications
gateways with Cisco Unified Communications Manager, they do not support
Mobile Voice Access (MVA) application.

Related Topics
Ad Hoc Conferencing Service Parameters, on page 196

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Cisco Unified Mobility Troubleshooting

Cannot Resume Call on Desktop Phone
Problem When a remote destination (mobile phone) is not a smartphone and a call to this mobile phone is
anchored through Cisco Unified Communications Manager, the user can hang up the mobile phone and expect
to see a Resume softkey on the user desktop phone to resume the call. The user cannot resume this call on
the user desktop phone.
Possible Cause If the calling party receives a busy, reorder, or disconnect tone when the mobile phone
hangs up, the mobile phone provider probably did not disconnect the media. No disconnect signals came
from the provider. To verify this possibility, let the calling party wait for 45 seconds. After this wait, the
service provider will time out and send disconnect signals, at which time Cisco Unified Communications
Manager can provide a Resume softkey to resume the call.
• Add the following command to the gateway:
voice call disc-pi-off

• For the Cisco CallManager service, set the Retain Media on Disconnect with PI for Active Call service
parameter to False.

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Device Mobility
• Device Mobility Overview, on page 43
• Device Mobility Prerequisites, on page 47
• Device Mobility Configuration Task Flow, on page 48
• Device Mobility Interactions, on page 52
• Device Mobility Restrictions, on page 53

Device Mobility Overview

Device mobility lets mobile users roam between sites, taking on the site-specific settings of the local site.
When this feature is configured, Cisco Unified Communications Manager matches the IP address of a roaming
device to IP subnets in the Device Mobility configuration to determine the physical location of the device so
that an appropriate device pool can be assigned. The settings from this dynamically-assigned device pool
override the settings in the Phone Configuration for that device and ensure that voice quality and allocation
of resources are appropriate for the new phone location.
For roaming mobile devices, this feature provides a more efficient use of network resources:
• When a mobile user moves to another location, call admission control (CAC) can ensure video and audio
quality with the appropriate bandwidth allocations for that location.
• When a mobile user makes a PSTN call, the phone is routed to the local gateway. Otherwise, PSTN calls
would first be routed back to the home site over IP WAN connections, and then on to a PSTN gateway
at the home site.
• When a mobile user calls the home location, Cisco Unified Communications Manager can assign the
appropriate codec for the region.

Site-Specific Settings
For roaming devices, Cisco Unified Communications Manager overwrites the following device pool parameters
from the device configuration with values from the dynamically assigned device pool:
• Date/Time Group
• Region
• Location
• Network Locale

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• SRST Reference
• Connection Monitor Duration
• Physical Location
• Device Mobility Group
• Media Resource Group List

When networks span geographic locations outside the United States, you can configure device mobility groups
to allow phone users to use their configured dial plan no matter where they roam. When a device is roaming
but remains in the same device mobility group, Cisco Unified Communications Manager also overwrites the
following device pool parameters:
• AAR Group
• AAR Calling Search Space
• Device Calling Search Space

When the phone returns to its home location, the system disassociates the roaming device pool, downloads
the configuration settings for home location, and resets the device. The device registers with the home location
configuration settings.

Note Cisco Unified Communications Manager always uses the Communications Manager Group setting from the
phone record. The device always registers to its home location Cisco Unified Communications Manager server
even when roaming. When a phone is roaming, only network location settings such as bandwidth allocation,
media resource allocation, region configuration, and AAR group get changed.

Configuration
This feature needs to be enabled at both the system-level, and at the device level. At the system level, this
feature uses the following components:
• Physical Location—The physical location of the device pool. During registration, the system matches
the device registration location to a subnet in the Device Mobility Info in order to assign an appropriate
device pool.
• Device Pool—Location-specific device settings such as media resources, regions, and SRST references.
For roaming devices, the system assigns the device pool that matches that device’s physical location.
• Device Mobility Group—A logical group of sites with similar dialing patterns. For example, an enterprise
with a worldwide network might set up groups that represent individual countries. The device mobility
group setting determines whether the device is moved within the same geographical entity, primarily to
allow users to keep their own dial plans.
• Device Mobility Info—This info contains the subnets that the system provides for roaming devices, and
the device pools that the system can assign to roaming devices that register to one of those subnets.

At the device level, the feature must be turned on for devices to use this feature.

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Device Pool Assignment

Figure 1: Device Mobility-Related Configurations

Device Pool Assignment

This section describes how Unified Communications Manager assigns device pools when device mobility is
enabled. Depending on whether the device is roaming, the device may be assigned a device pool in the local
site, or it may use the device pool from its home site.
Following initialization, the device mobility feature operates according to the following process:
1. A phone device record gets created for an IP phone that is provisioned to be mobile, and the phone gets
assigned to a device pool. The phone registers with Unified Communications Manager, and an IP address
gets assigned as part of the registration process.
2. Unified Communications Manager compares the IP address of the device to the subnets that are configured
for device mobility in the Device Mobility Info Configuration window. The best match uses the largest
number of bits in the IP subnet mask (longest match rule). For example, the IP address 9.9.8.2 matches
the subnet 9.9.8.0/24 rather than the subnet 9.9.0.0/16.
3. If the device pool in the phone record matches the device pool in the matching subnet, the system considers
the phone to be in its home location, and the phone retains the parameters of its home device pool.
4. If the device pool in the phone record does not match the device pools in the matching subnet, the system
considers the phone to be roaming. The following table describes possible scenarios for device mobility
and the system responses.

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Device Mobility Groups Operations Summary

Table 4: Device Mobility Scenarios

Scenario System Response

The physical location setting in the phone device The system does not consider the phone to be
pool matches the physical location setting in a roaming, and the system uses the settings in the
device pool that is associated with the matching home location device pool.
subnet.
Note Although the phone may have moved
from one subnet to another, the physical
location and associated services have not
changed.

The matching subnet has a single device pool that The system considers the phone to be roaming. It
is assigned to it; the subnet device pool differs from reregisters with the parameters of the device pool
the home location device pool, and the physical for the matching subnet.
locations differ.

The physical locations differ, and the matching The system considers the phone to be roaming. The
subnet has multiple device pools assigned to it. new device pool gets assigned according to a
round-robin rule. Each time that a roaming device
comes in to be registered for the subnet, the next
device pool in the set of available device pools gets
assigned.

Physical location gets defined for the home device The physical location has not changed, so the phone
pool but is not defined for the device pools that are remains registered in the home device pool.
associated with the matching subnet.

Physical location that is not defined for the home The system considers the phone to be roaming to
device pool gets defined for the device pools that the defined physical location, and it registers with
are associated with the matching subnet. the parameters of the device pool for the matching
subnet.

A subnet gets updated or removed. The rules for roaming and assigning device pools
get applied by using the remaining subnets.

Note If no device mobility information entries match the device IP address, the device uses the home location device
pool settings.

Device Mobility Groups Operations Summary

You can use device mobility groups to determine when a device moves to another location within a geographic
entity, so a user can use its own dial plan. For example, you can configure a device mobility group for the
United States and another group for the United Kingdom. If a phone moves into a different mobility group
(such as from the United States to the United Kingdom), Unified Communications Manager uses the Calling
Search Space, AAR Group and AAR CSS from the phone record, and not from the roaming location.

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Device Mobility Prerequisites

If the device moves to another location with same mobility group (for example, Richardson, USA, to Boulder,
USA), the CSS information gets taken from the roaming device pool settings. With this approach, if the user
is dialing PSTN destinations, the user reaches the local gateway.
The following table describes the device pool parameters that the system uses for various scenarios.

Table 5: Device Mobility Group Scenarios

Scenario Parameters Used

A roaming device moves Roaming Device Pool: yes

to another location in the
Location: Roaming device pool setting
same device mobility
group. Region: Roaming device pool setting
Media Resources Group List: Roaming device pool setting
Device CSS: Roaming device pool setting (Device Mobility CSS)
AAR Group: Roaming device pool setting
AAR CSS: Roaming device pool setting

A roaming device moves Roaming Device Pool: yes

to another location in a
Location: Roaming device pool setting
different device mobility
group. Region: Roaming device pool setting
Media Resources Group List: Roaming device pool setting
Device CSS: Home location settings
AAR Group: Home location settings
AAR CSS: Home location settings

A device roams, and a Because the device is roaming, it takes the roaming device pool settings, including
device mobility group the Device Mobility Calling Search Space, AAR Calling Search Space, and AAR
does not get defined for Group.
the home or roaming
device pool.

Device Mobility Prerequisites

• The phone must have a dynamic IP address to use device mobility. If a phone with a static IP address
roams, Unified Communications Manager uses the configuration settings from its home location.
• The Device Mobility feature requires you to set up device pools with site-specific settings. This chapter
describes only the device pool settings that relate to device mobility. For more detailed information on
configuring device pools, see the "Configure Device Pools" chapter in the System Configuration Guide
for Cisco Unified Communications Manager.
• Cisco Database Layer Monitor service must be running on the same node as the Cisco CallManager
service.
• Cisco TFTP service must be running on at least one node in the cluster.

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Device Mobility Configuration Task Flow

• Cisco Unified Communications Manager Locale Installer (if you want to use non-English phone locales
or country-specific tones).
• Any phone that runs either SCCP or SIP.

Device Mobility Configuration Task Flow

Complete these tasks to configure device mobility.

Procedure

Command or Action Purpose

Step 1 Enable device mobility at the device level by Enables device support through a clusterwide
completing either of these tasks: service parameter, or within the Phone
Configuration window of an individual device.
• Enable Device Mobility Clusterwide, on
page 48
• Enable Device Mobility for Individual
Devices, on page 49

Step 2 Configure a Physical Location, on page 49 Set up the physical locations that you will assign
to your device pools.

Step 3 Configure a Device Mobility Group, on page A device mobility group is a logical grouping
50 of sites with similar dialing patterns.

Step 4 Configure a Device Pool for Device Mobility, Assign the physical location, device mobility
on page 50 group, and other device mobility-related
information to device pools that will be used
for device mobility.

Step 5 Configure Device Mobility Information, on Assign the IP subnets where roaming devices
page 51 can register and the device pools that can be
assigned to those roaming devices.

Enable Device Mobility Clusterwide

Use the following procedure to configure a service parameter that sets the default device mobility setting to
On for all phones clusterwide except where there is an overriding configuration in that phone's Phone
Configuration.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose the node that is running the Cisco CallManager service.
Step 3 From the Service drop-down list, choose Cisco CallManager Service.
Step 4 Under Clusterwide Parameters (Device - Phone), set the Device Mobility Mode service parameter to On.

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Enable Device Mobility for Individual Devices

Step 5 Click Save.

For devices that are already registered, you must restart the Cisco CallManager service for this new setting
to be enabled.

What to do next
If you want to configure device mobility settings for an individual device, go to Enable Device Mobility for
Individual Devices, on page 49.
Otherwise, you can begin configuring the system for device mobility. Go to Configure a Physical Location,
on page 49.

Enable Device Mobility for Individual Devices

Use this procedure to enable device mobility for an individual device. This configuration overrides the setting
of the Device Mobility Mode clusterwide service parameter.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find and select the device that you want to configure.
Step 3 From the Device Mobility Mode drop-down list, choose one of the following:
• On—Device mobility is enabled for this device.
• Off—Device mobility is disabled for this device.
• Default—The device uses the setting of the Device Mobility Mode clusterwide service parameter. This
is the default setting.

Step 4 Click Save.

Configure a Physical Location

Use this procedure to configure a physical location that you will assign to a device pool. Device Mobility uses
the location of the device registration to assign an appropriate device pool.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Physical Location.
Step 2 Click Add New.
Step 3 Enter a Name for the location.
Step 4 Enter a Description for the location.
Step 5 Click Save.

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Configure a Device Mobility Group

Configure a Device Mobility Group

Use the following procedure to configure device mobility group is a logical grouping of sites with similar
dialing patterns. For example, a company with a worldwide network may want to set up device mobility
groups that represent individual countries.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Device Mobility > Device Mobility Group.
Step 2 Click Add New.
Step 3 Enter a Name for the device mobility group.
Step 4 Enter a Description for the device mobility group.
Step 5 Click Save.

Configure a Device Pool for Device Mobility

Use this procedure to set up a device pool with parameters that you configured for device mobility.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Device Pool.
Step 2 Do either of the following:
• Click Find and select an existing device pool.
• Click Add New to create a new device pool.

Step 3 Under Roaming Sensitive Settings, assign the parameters that you set up in the previous device mobility
tasks:
• Physical Location—From the drop-down list, select the physical location that you set up for this device
pool. Device mobility uses this location to assign a device pool for a roaming device.
• Device Mobility Group—From the drop-down list, select the device mobility group that you set up for
this device pool.

Step 4 Under Device Mobility Related Information, configure the following device mobility-related fields. For
more information on the fields and their configuration options, see Online Help.
• Device Mobility Calling Search Space—Select the CSS to be used by a roaming device that uses this
device pool.
• AAR Calling Search Space—Select the calling search space for the device to use when automated
alternate routing (AAR) is performed.
• AAR Group—If AAR is configured, select the AAR Group for this device.
• Calling Party Transformation CSS—Select the calling party transformation CSS for roaming devices
that use this device pool.

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Configure Device Mobility Information

Note • The Calling Party Transformation CSS overrides the device level configuration for roaming
devices, even if the Use Device Pool Calling Party Transformation CSS check box is
unchecked in the Phone Configuration window.
• The Called Party Transformation CSS setting is applied to the gateway rather than to the
roaming device.

Step 5 Configure any remaining fields in the Device Pool Configuration window. For more information on the
fields and their configuration options, see the system Online Help.
Step 6 Click Save.

Configure Device Mobility Information

Use this procedure to configure Device Mobility Info, representing the IP subnets to which roaming devices
can register and the corresponding device pools that the system can assign to roaming devices.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Device Mobility > Device Mobility Info.
Step 2 Click Add New.
Step 3 Enter a Name for the Device Mobibility Info.
Step 4 Enter the IP subnet details for roaming device registrations.
• If you are using IPv4 addresses for your mobile devices, complete the IPv4 subnet details.
• If you are using IPv6 addresses for your mobile devices, complete the IPv6 subnet details.

Step 5 Select the device pools that you want the system to assign for roaming devices that register to one of these
subnets. Use the arrows to move the appropriate device pools from the Selected Device Pools list box to the
Available Device Poolss list box.
Step 6 Click Save.
For more information on the fields and their configuration options, see Online Help.

View Roaming Device Pool Parameters

Use the following procedure to view and verify the current device mobility settings for a device.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Enter search criteria and click Find to find the device with device mobility mode enabled.
Step 3 Click View Current Device Mobility Settings next to the Device Mobility Mode field.

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Device Mobility Interactions

The roaming device pool settings appear. If the device is not roaming, the home location settings appear.

Device Mobility Interactions

Table 6: Device Mobility Interactions

Feature Interaction

Calling Party Calling party normalization enhances the dialing capabilities of some phones and
Normalization improves call-back functionality when a call is routed to multiple geographical
locations; that is, the feature ensures that the called party can return a call without
the need to modify the directory number in the call log directories on the phone.
Additionally, calling party normalization allows you to globalize and localize
phone numbers, so the appropriate calling number presentation is displayed on
the phone.

Roaming When a device is roaming in the same device mobility group, Unified
Communications Manager uses the device mobility CSS to reach the local
gateway. If a user sets call forward all (CFA) at the phone, the CFA CSS is set
to None, and the CFA CSS activation policy is set to With Activating Device/Line
CSS, then the following behaviors will occur, depending on the device location:
• The Device CSS and Line CSS are used as the CFA CSS when the device
is in its home location.
• If the device is roaming within the same device mobility group, the device
mobility CSS from the roaming device pool and the line CSS are used as
the CFA CSS.
• If the device is roaming within a different device mobility group, the Device
CSS and Line CSS are used as the CFA CSS.

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Device Mobility Restrictions

Device Mobility Restrictions

Table 7: Device Mobility Restrictions

Restriction Description

IP Address The device mobility feature depends on the IPv4 address or IPv6 address of the
device that registers with Unified Communications Manager.
• The phone must have a dynamic IPv4 address or IPv6 address to use the
device mobility.
• If the device is assigned an IP address by using network address translation
(NAT) or port address translation (PAT), the IP address that is provided
during registration may not match the actual IP address of the device.
• If the Cisco IP phone supports IPv4-Only Stack or IPv6-Only Stack, then
the phone gets re-associated either with IPv4 or IPv6 Device Mobility
Information, based on the IP addressing mode preference defined. For
example, when a phone is defined with IPv6 preference but has no matching
Device Mobility Information (IPv6 subnet and mask size), then it is
associated with IPv4. When you add matching IPv6 Device Mobility
Information, then the phone gets re-associated with IPv6 Device Mobility
Information.

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 CHAPTER 5
Extend and Connect
• Extend and Connect Overview, on page 55
• Extend and Connect Prerequisites, on page 56
• Extend and Connect Configuration Task Flow, on page 56
• CTI Remote Device (CTIRD) Call Flows, on page 61
• Extend and Connect Interactions, on page 62
• Extend and Connect Restrictions, on page 63

Extend and Connect Overview

The Extend and Connect feature allows administrators to deploy Unified Communications Manager (UC)
Computer Telephony Integration (CTI) applications that interoperate with any endpoint. With Extend and
Connect, users can access UC applications from any location using any device.
The Extend and Connect feature for Unified Communications Manager provides the following UC features:
• Receive incoming enterprise calls
• Make Call
• Disconnect
• Hold and Retrieve
• Redirect and Forward
• Call Forward All
• Call Forward Busy
• Call Forward No Answer
• Do Not Disturb
• Play Dual Tone Multi Frequency (DTMF) (out-of-band and in-band)
• Consult Transfer, Conference
• Add, edit, and delete remote destinations
• Set remote destination as Active or Inactive

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Extend and Connect Prerequisites

• Persistent Connection
• Play Whisper Announcement

Extend and Connect Prerequisites

• Cisco Jabber, Release 9.1(1) or later
• Cisco Unified Workspace License (CUWL) Standard, CUWL Professional, or Cisco User Connect
License (UCL) - Enhanced

Extend and Connect Configuration Task Flow

This section describes the procedures that you must complete to provision Unified Communications Manager
users with Extend and Connect capabilities. For information about provisioning Cisco Jabber for Windows
users with Extend and Connect, see the Cisco Jabber for Windows Installation and Configuration Guide.

Before you begin

Procedure

Command or Action Purpose

Step 1 Configure User Account, on page 56 Enable mobility for users so that they can use
CTI remote devices. CTI devices are off-cluster
phones that work with Cisco UC applications.
Step 2 Add User Permissions, on page 57 Add access control group permissions.
Step 3 Create CTI Remote Devices, on page 58 Configure off-cluster phones that users can use
with Cisco UC applications.
Step 4 Add Directory Number to a Device, on page Associate a directory number with the CTI
58 remote device.
Step 5 Add Remote Destination, on page 59 Add a numerical address or directory URI that
represents the other phones that the user owns.

Step 6 Verify Remote Destination, on page 60 Verify if the remote destination is successfully
added for a user.

Step 7 Associate User with Device, on page 60 Associate an end user account to the CTI remote
device.

Configure User Account

Use the following procedure to configure a new or existing user in Unified Communications Manager, you
must enable user mobility so that they can use CTI remote devices. If you do not enable mobility for users,
you cannot assign those users as owners of CTI remote devices.

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Add User Permissions

Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > End User.
Step 2 Perform either of the following:
• Click Add New, to configure a new user.
• Apply the filters using the Find User Where field and click Find to retrieve a list of users.
Note You may add the new end user account through LDAP integration or local configuration.

Step 3 Locate the Mobility Information section.

Step 4 Check the Enable Mobility check box.
Step 5 Click Save.

Add User Permissions

After the end user is active in Unified Communications Manager, add access control group permissions.

Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > End User.
Step 2 Specify the appropriate filters in the Find User Where field, and then select Find to retrieve a list of users.
Step 3 Select the user from the list.
Step 4 Locate the Permissions Information section.
Step 5 Click Add to Access Control Group.
The Find and List Access Control Groups window appears.

Step 6 Click Find.

The Access Control Group list for Standard Users appears.

Step 7 Check the check boxes next to the following permissions:

• Standard CCM End-Users
• Standard CTI Enabled

Step 8 Click Add Selected.

Step 9 Click Save.

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Create CTI Remote Devices

Create CTI Remote Devices

Use the following procedure to create a CTI remote device is a device type that represents off-cluster phones
that users can use with Cisco UC applications. The device type is configured with one or more lines (directory
numbers) and one or more remote destinations.
Unified Communications Manager provides Extend and Connect capabilities to control calls on devices such
as public switched telephone network (PSTN) phones and private branch exchange (PBX) devices.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Add New.
Step 3 Select CTI Remote Device from the Phone Type drop-down list and then click Next.
Step 4 Select the appropriate user ID from the Owner User ID drop-down list.
Note Only users for whom you enable mobility are available from the Owner User ID drop-down list.

Unified Communications Manager populates the Device Name field with the user ID and a CTRID prefix,
for example, CTRIDusername.

Step 5 Edit the default value in the Device Name field, if appropriate.
Step 6 Enter a meaningful description in the Description field.
Note Cisco Jabber displays device descriptions to users. If Cisco Jabber users have multiple devices of
the same model, the descriptions from Unified Communications Manager help users tell the difference
between them.

Step 7 Ensure that you select an appropriate option from the Rerouting Calling Search Space drop-down list in the
Protocol Specific Information section.
The Rerouting Calling Search Space drop-down list defines the calling search space for rerouting and ensures
that users can send and receive calls from the CTI remote device.

Step 8 Configure the remaining fields in the Phone Configuration window. For more information on the fields and
their configuration options, see Online Help.
Step 9 Click Save.
The fields to associate directory numbers and add remote destinations are displayed in the Phone Configuration
window.

Add Directory Number to a Device

A directory number (DN) is a numerical address that is configured as a line on the CTI remote device. A DN
typically represents the primary work number of a user (for example, 2000 or +1 408 200 2000).

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Add Remote Destination

Note • The Calling Search Space (CSS) and partition of DN are mandatory on devices.
• The CTI Remote Device should not block its own DN. The CSS is important for the CTIRD device to
reach its own DN.

Follow these steps to add a directory number to a CTI remote device.

Procedure

Step 1 Locate the Association Information section in the Phone Configuration window.
Step 2 Click Add a new DN.
Step 3 Specify a directory number in the Directory Number field.
Step 4 Configure all other required fields. For more information on the fields and their configuration options, see
Online Help.
Step 5 Click Save.

Add Remote Destination

Use the following procedure to add a remote destination is a numerical address or directory URI that represents
the other phones that the user owns (for example, a home office line or other PBX phone). A remote destination
may be any off-cluster device. Unified Communications Manager automatically applies application dial rules
to all remote destination numbers for CTI remote devices. By default, four remote destinations are supported
per device. You can set the maximum number to 10 remote destinations per device in End User Configuration
window.

Note You can determine which remote destination the Jabber client has set as Active by opening the Phone
Configuration window from the Cisco Unified Communications Manager Administration interface.

Note Unified Communications Manager users can add remote destinations through the Cisco Jabber interface. For
more information, see the Cisco Jabber for Windows Installation and Configuration Guide.
• Unified Communications Manager automatically verifies whether it can route calls to remote destinations
that Cisco Jabber users add through the client interface.
• Unified Communications Manager does not verify whether it can route calls to remote destinations that
you add through the Cisco Unified Communications Manager Administration interface.

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Verify Remote Destination

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Specify the appropriate filters in the Find Phone Where field to and then click Find to retrieve a list of
phones.
Step 3 Select the CTI remote device from the list.
Step 4 Locate the Associated Remote Destinations section.
Step 5 Click Add a New Remote Destination.
Step 6 Enter the destination number in the Destination Number field.
To use the remote destination with Cisco Jabber clients, you must configure the destination name as JabberRD.

Step 7 Configure the remaining fields in the Remote Destination Information window. For more information on
the fields and their configuration options, see Online Help.
Step 8 Click Save.

Verify Remote Destination

Perform these steps to verify if the remote destination is successfully added for a user.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Specify the appropriate filters in the Find Phone Where field to and then click Find to retrieve a list of
phones.
Step 3 Select the CTI remote device from the list.
Step 4 Locate the Associated Remote Destinations section and verify that the remote destination is available.
Step 5 Click Apply Config.
Note The Device Information section on the Phone Configuration window indicates when a remote
destination is active or controlled by Cisco Jabber.

Associate User with Device

Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > End User.
Step 2 Specify the appropriate filters in the Find User Where field to and then click Find to retrieve a list of users.
Step 3 Select the user from the list.
Step 4 Locate the Device Information section.

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CTI Remote Device (CTIRD) Call Flows

Step 5 Click Device Association.

Step 6 Find and select the CTI remote device.
Step 7 To complete the association, click Save Selected/Changes.
Step 8 From Related Links drop-down list, choose Back to User, and then click Go.
The End User Configuration window appears, and the associated device that you chose appears in the
Controlled Devices pane.

CTI Remote Device (CTIRD) Call Flows

Unified Communications Manager supports the separate calling party number and billing number feature
when users are added as CTI Remote Device. Each CTI Remote Device is configured with the user directory
number (DN) (for example, 2000) and a remote destination that represents any off-cluster device (for example,
a PBX phone with the number +1 408 111 1111).
When a call is initiated from the PSTN network to a CTIRD line, Unified Communications Manager looks
for FROM and PAID header information. The FROM header contains the external presentation name and
number and PAID contains the identity of the user (that is a user’s DN or DDI).
If FROM and PAID headers have different numbers and Enable External Presentation Name and Number
check box is checked in its SIP profile and Display External Presentation Name and Number service
parameter value set to True, then Unified Communications Manager displays the FROM header information
on the called device. In the same way, if any one option is disabled,Unified Communications Manager displays
PAID header information on the called device.
Similarly, in the outgoing call scenario a user calls from Remote Destination (CTIRD line) configured with
External Presentation Name and External Presentation Number on Directory Number configuration page
to a PSTN network through a SIP trunk with Enable External Presentation Name and Number configured
in its SIP profile. Then, Unified Communications Manager send the External Presentation Information
configured on the Directory Number Configuration page in the FROM header of the outgoing SIP message
to display on the called device.
If Enable External Presentation Name and Number check box is unchecked, then Unified Communications
Manager sends the directory number information in the FROM and PAID to display on the called device and
configured External Presentation Information in the X-Cisco-Presentation header.
If you check the Anonymous External Presentation check box, the configured External Presentation Name
and Number are removed from the respective fields and external presentation displayed as anonymous on the
called device.
For more details on Configuring External Presentation Information, see the Configure Directory Number
chapter in the System Configuration Guide for Cisco Unified Communications Manager.

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Extend and Connect Interactions

Extend and Connect Interactions

Table 8: Extend and Connect Interactions

Feature Interaction

Directory URI Dialing Configure a Directory URI as the DN, remote destination, or both for the CTI
remote device.

Unified Mobility Extend and Support does not support moving active calls between a Cisco Unified
IP Phone and a remote destination.
If you want the capabilities of both Unified Mobility and Extend and Connect,
you can configure the same remote destination on the Remote Device Profile and
CTI Remote Device types when the Owner ID of both device types is the same.
This configuration allows Cisco Mobility features to be used concurrently with
Extend and Connect. The ability to configure the same remote destination on
both device types is supported using Cisco Unified Communications Manager
Release 10.0(1) or later.
Do not configure remote destinations that are used with the Cisco Extend and
Connect feature on Cisco Dual-mode for iPhone, Cisco Dual-mode for Android,
and Carrier-integrated Mobile device types. Do not use prefixes to differentiate
the same remote destination address. For example, 91-4085555555 and
+1-4085555555 are treated as the same number.

Hunt List The Extend and Connect feature allows users to receive hunt calls on remote
destination phones under the following conditions:
• The user has a Cisco Unified IP Phone.
• The Cisco Unified P Phone is available to answer hunt calls
(logged-in/HLog).
• Cisco Jabber is running in Extend and Connect mode.

CallerID Information • The incoming caller ID information (name and number) is displayed on the
Jabber client.
• This information may also be displayed on the device, depending on your
carrier and trunk configuration.
• Outbound Dial Via Office calls to the remote destination display Voice
Connect as the name and the trunk DID as the number.
• Configure the trunk DID in the Unified CM Trunk Pattern, Route Pattern,
or Cisco Gateway. This configuration may also be assigned by the carrier.
The number field may display as blank if the trunk DID is not configured.
• Outbound calls to the desired party display the CTI Remote Device Display
Name and Directory Number (DN) as configured in Unified Communications
Manager.
• Remote destination numbers are never displayed to the called party.

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Extend and Connect Restrictions

Extend and Connect Restrictions

Table 9: Extend and Connect Restrictions

Restriction Description

Maximum number of You can configure up to ten remote destinations for each CTI remote device.
remote destinations
Note By default, four remote destinations are supported per device. You
can set the maximum number to 10 remote destinations per device.

Off-cluster devices • Remote destination numbers must represent off-cluster devices.

• Remote destinations can be off-cluster URIs.

Directory numbers You cannot configure directory numbers as remote destination numbers.

Cisco Jabber Before you save the remote destinations that are configured using Cisco Jabber,
verify if the remote destinations can be routed by the configured dial plan.

Application dial rules Application Dial Rules are applied to all remote destinations that are configured
on the CTI remote device through the Cisco Unified Communications Manager
Administration interface and Cisco Jabber.
Note Advise end users which number formats the Application Dial Rules
are configured to support (for example, nn-nnn-nnnn, E.164, both).

Remote destination Each remote destination number must be unique within the cluster.
number
Note The same remote destination number cannot be used by two or more
users.

Remote destination • Remote destination numbers are validated using the CTI remote device
validation reroute calling search space.
• Remote destinations that are configured using the Cisco Unified
Communications Manager Administration interface and AXL interface are
not validated.

Call Forward Extend and Connect does not support Call Forward Unregistered Internal or Call
Unregistered Forward Unregistered External.

Route Next Hop By Extend and Connect does not support Translation Patterns when the "Route Next
Calling Party Number Hop By Calling Party Number" option is enabled.

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 CHAPTER 6
Remote Worker Emergency Calling
• Remote Worker Emergency Calling Overview, on page 65
• Remote Worker Emergency Calling Prerequisites, on page 65
• Remote Worker Emergency Calling Configuration Task Flow, on page 66

Remote Worker Emergency Calling Overview

The Remote Worker Emergency Calling feature enables customers to provide reliable emergency calling
support to remote workers by using remote Virtual Private Network (VPN) connections. Emergency calls
from off-premises users are routed to the Public Safety Answering Point (PSAP), and user-provided location
information is delivered with each call.
To use this feature, remote workers must confirm or update their location whenever their device registration
is interrupted. A customizable disclaimer notice is first displayed on the devices that are designated for
off-premises (connected remotely to the customer network), which advises the users to provide correct location
information. After the location information is provided, the off-premises location that is currently associated
with the designated device is displayed. Users can confirm their current location or select another previously
stored location from their device display; if their location is new, they are directed to the Cisco Emergency
Responder Off-Premises User web page to create a new location.
Before completing this process, the administrator may restrict the device to calling a single configured
destination. This action ensures that the device user has acknowledged the disclaimer and provided current
location information before the device is enabled for normal use.

Remote Worker Emergency Calling Prerequisites

You must configure Intrado (a third party application) on the Cisco Emergency Responder before you configure
the Remote Worker Emergency Calling feature. For information about configuring Intrado on the Cisco
Emergency Responder, see Cisco Emergency Responder Administration Guide

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Remote Worker Emergency Calling Configuration Task Flow

Remote Worker Emergency Calling Configuration Task Flow

Before you begin

Procedure

Command or Action Purpose

Step 1 Configure User As a Remote Worker, on page Associate the off-premises device with the
66 owner of the device.
Step 2 Specify Alternate Routing for Emergency These parameters specify the calling search
Calling, on page 67 space and destination number that are used to
restrict the routing of any call that is made from
a registered off-premises device where the user
chose not to set a location. If these parameters
are not configured, calls are routed normally.
Step 3 Configure the Application Server, on page 67 Direct end users to the application server where
they enter the location of the device.
Step 4 Configure E911 Messages, on page 67 Configure the E911 messages that appear on an
off-premises end-user phone.

Configure User As a Remote Worker

Before you begin
Ensure that you have configured Intrado on the Cisco Emergency Responder. For more information about
configuring Intrado on the Cisco Emergency Responder, see Cisco Emergency Responder Administration
Guide.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Enter the appropriate search criteria to find the phone and click Find.
A list of phones that match the search criteria is displayed.
Step 3 Choose the phone for which you want to configure Remote Worker Emergency Calling.
The Phone Configuration window is displayed.
Step 4 From the Device Information section, select the appropriate user ID from the Owner User ID drop-down
list and check the Remote Device check box.
Step 5 Click Save.

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Specify Alternate Routing for Emergency Calling

Specify Alternate Routing for Emergency Calling

Perform the following steps to configure calling search space and destination number. These parameters are
used to restrict the routing of any call made from a registered off-premises device where the user has not set
a location. If you do not configure these parameters, the calls are routed normally.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose a server.
Step 3 From the Service drop-down list, choose Cisco CallManager.
The Service Parameter Configuration window appeares.
Step 4 In the Clusterwide Parameters (Emergency Calling for Required Off-premise Location) section, specify
Alternate Destination for Emergency Call.
Step 5 Specify Alternate Calling Search Space for Emergency Call.
Step 6 Click Save.

Configure the Application Server

You must configure the application server to enable the E911 Proxy to communicate with the Cisco Emergency
Responder. E911 proxy is used to direct the users to the application server where they enter the location of
the device.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Application Server.
Step 2 Click Add New.
The Application Server window appears.
Step 3 From the Application Server Type drop-down list, select CER Location Management.
Step 4 Click Next.
Step 5 In the Name field, specify a name to identify the application server that you are configuring.
Step 6 In the IP address field, specify the IP address of the server that you are configuring.
Step 7 From the list of Available Application Users, select the application user and click the Down arrow.
Step 8 In the End User URL field, enter a URL for the end users that are associated with this application server.
Step 9 Click Save.

Configure E911 Messages

Use the following procedure to select and edit E911 messages for off-premises devices.

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Configure E911 Messages

Procedure

Step 1 From Cisco Unified CM Administration, choose System > E911 Messages.
Step 2 Select the required language link of the E911 messages.
The E911 Messages Configuration page displays the Agreement, Disclaimer, and Error messages.

Step 3 (Optional) Edit the E911 messages to be displayed on off-premises devices.

Step 4 Click Save.

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PA R T III
Remote Network Access
• Wireless LAN, on page 71
• VPN Client , on page 75
 CHAPTER 7
Wireless LAN
• Wireless LAN Overview, on page 71
• Wireless LAN Configuration Task Flow, on page 71

Wireless LAN Overview

This feature removes the need for users to configure WiFi parameters on their phones. You can configure
WiFi profiles for them. Devices can then automatically download and apply the WiFi configuration from your
system. You can configure a network access profile, which contains further security layers that are related to
VPN connectivity and HTTP proxy settings.

Wireless LAN Configuration Task Flow

Procedure

Command or Action Purpose

Step 1 Generate a Phone Feature List, on page 1 Generate a report to identify devices that
wireless LAN profiles.

Step 2 Configure a Network Access Profile, on page Optional: Configure a network access profile
72 if you want to configure VPN and HTTP proxy
settings that you can link to a wireless LAN
profile.

Step 3 Configure a Wireless LAN Profile, on page 72 Configure a wireless LAN profile with common
WiFi settings to apply to devices or device pools
in the enterprise.

Step 4 Configure a Wireless LAN Profile Group, on Group wireless LAN profiles together.
page 72
Step 5 To Link a Wireless LAN Profile Group to a After you complete the device link, TFTP adds
Device or Device Pool, on page 73, perform the wireless LAN profile group to the existing
one of the following subtasks: device configuration file, which the device (or

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Configure a Network Access Profile

Command or Action Purpose

• Link a Wireless LAN Profile Group to a devices that are tied to a device pool) proceeds
Device, on page 73 to download.
• Link a Wireless LAN Profile Group to a
Device Pool, on page 73

Configure a Network Access Profile

Configure a network access profile if you want to configure VPN and HTTP proxy settings that you can link
to a wireless LAN profile.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Network Access Profile
Step 2 Click Add New.
Step 3 Configure the fields in the Network Access Profile Configuration window. For more information on the
fields and their configuration options, see Online Help.
Step 4 Click Save.

Configure a Wireless LAN Profile

Configure a wireless LAN profile with common WiFi settings to apply to devices or device pools in enterprise.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Wireless LAN Profile
Step 2 Click Add New.
Step 3 Configure the fields in the Wireless LAN Profile Configuration window. For more information on the fields
and their configuration options, see Online Help.
Step 4 Click Save.

Configure a Wireless LAN Profile Group

Group your wireless LAN profiles.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Wireless LAN Profile Group.
Step 2 Click Add New.

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Link a Wireless LAN Profile Group to a Device or Device Pool

Step 3 Configure the fields in the Wireless LAN Profile Group Configuration window. For more information on
the fields and their configuration options, see Online Help.
Step 4 Click Save.

Link a Wireless LAN Profile Group to a Device or Device Pool

After you complete the device link, TFTP adds the wireless LAN profile group to the existing device
configuration file, which the device (or devices tied to a device pool) proceeds to download.

Procedure

Command or Action Purpose

Step 1 Link a Wireless LAN Profile Group to a Device,
on page 73
Step 2 Link a Wireless LAN Profile Group to a Device
Pool, on page 73

Link a Wireless LAN Profile Group to a Device

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Perform one of the following tasks:
• Click Find to enter search criteria and choose an existing device from the resulting list.
• Click Add New, and choose the device type from the Phone Type drop-down list.

Step 3 From the Wireless LAN Profile Group drop-down list, choose a wireless LAN profile group that you created.
Step 4 Click Save.

Link a Wireless LAN Profile Group to a Device Pool

If you link a wireless LAN profile group at the device and device pool level, your system uses the device pool
setting.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Device Pool.
Step 2 Perform one of the following tasks:
• Click Find to enter search criteria and choose an existing device pool from the resulting list.
• Click Add New.

Step 3 From the Wireless LAN Profile Group drop-down list, choose a wireless LAN profile group that you created.

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Step 4 Click Save.

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 CHAPTER 8
VPN Client
• VPN Client Overview, on page 75
• VPN Client Prerequisites, on page 75
• VPN Client Configuration Task Flow, on page 75

VPN Client Overview

The Cisco VPN Client for Cisco Unified IP Phone creates a secure VPN connection for employees who
telecommute. All settings of the Cisco VPN Client are configured through Cisco Unified Communications
Manager Administration. After the phone is configured within the Enterprise, the users can plug it into their
broadband router for instant connectivity.

Note The VPN menu and its options are not available in the U.S. export unrestricted version of Unified
Communications Manager.

VPN Client Prerequisites

Pre-provision the phone and establish the initial connection inside the corporate network to retrieve the phone
configuration. You can make subsequent connections using VPN, as the configuration is already retrieved on
the phone.

VPN Client Configuration Task Flow

Pre-provision the phone and establish the initial connection inside the corporate network to retrieve the phone
configuration. You can make subsequent connections using VPN, as the configuration is already retrieved on
the phone.

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VPN Client Configuration Task Flow

Procedure

Command or Action Purpose

Step 1 Complete Cisco IOS Prerequisites, on page Complete Cisco IOS prerequisites. Perform
77 this action if you want to configure Cisco IOS
VPN.
Step 2 Configure Cisco IOS SSL VPN to Support IP Configure Cisco IOS for VPN client on an IP
Phones , on page 77 Phone. Perform this action if you want to
configure Cisco IOS VPN.
Step 3 Complete ASA Prerequisites for AnyConnect, Complete ASA prerequisites for AnyConnect.
on page 79 Perform this action if you want to configure
ASA VPN.
Step 4 Configure ASA for VPN Client on IP Phone, Configure ASA for VPN client on an IP Phone.
on page 79 Perform this action if you want to configure
ASA VPN.
Step 5 Configure the VPN concentrators for each To avoid long delays when the user upgrades
VPN Gateway. the firmware or configuration information on
a remote phone, set up the VPN concentrator
close in the network to the TFTP or Unified
Communications Manager server. If this is not
feasible in your network, you can set up an
alternate TFTP or load server that is next to
the VPN concentrator.

Step 6 Upload VPN Concentrator Certificates, on Upload the VPN concentrator certificates.
page 81
Step 7 Configure VPN Gateway, on page 82 Configure the VPN gateways.
Step 8 Configure VPN Group, on page 83 After you create a VPN group, you can add
one of the VPN gateways that you just
configured to it.
Step 9 Perform one of the following: You must configure a VPN profile only if you
have multiple VPN groups. The VPN Profile
• Configure VPN Profile, on page 84
fields take precedence over the VPN Feature
• Configure VPN Feature Parameters, on Configuration fields.
page 85

Step 10 Add VPN Details to Common Phone Profile, Add the VPN Group and VPN Profile to a
on page 87 Common Phone Profile.
Step 11 Upgrade the firmware for Cisco Unified IP To run the Cisco VPN client, a supported Cisco
Phone to a version that supports VPN. Unified IP Phone must be running firmware
release 9.0(2) or higher. For more information
about upgrading the firmware, see Cisco
Unified IP Phone Administration Guide for
Unified Communications Manager for
yourCisco Unified IP Phone model.
Step 12 Using a supported Cisco Unified IP Phone, Connect your Cisco Unified IP Phone to a
establish the VPN connection. VPN.

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Complete Cisco IOS Prerequisites

Complete Cisco IOS Prerequisites

Use this procedure to complete Cisco IOS Prerequisites.

Procedure

Step 1 Install Cisco IOS Software version 15.1(2)T or later.

Feature Set/License: Universal (Data & Security & UC) for IOS ISR-G2 and ISR-G3
Feature Set/License: Advanced Security for IOS ISR

Step 2 Activate the SSL VPN License.

Configure Cisco IOS SSL VPN to Support IP Phones

Use this procedure to complete Cisco IOS SSL VPN to Support IP Phones.

Procedure

Step 1 Configure Cisco IOS locally.

a) Configure the Network Interface.
Example:
router(config)# interface GigabitEthernet0/0
router(config-if)# description "outside interface"
router(config-if)# ip address 10.1.1.1 255.255.255.0
router(config-if)# duplex auto
router(config-if)# speed auto
router(config-if)# no shutdown
router#show ip interface brief (shows interfaces summary)

b) Configure static and default routes by using this command:

router(config)# ip route <dest_ip> < mask> < gateway_ip>
Example:
router(config)# ip route 10.10.10.0 255.255.255.0 192.168.1.1

Step 2 Generate and register the CAPF certificate to authenticate the IP phones with an LSC.
Step 3 Import the CAPF certificate from Unified Communications Manager.
a) From the Cisco Unified OS Administration, choose Security > Certificate Management.
Note This location changes based on the Unified Communications Manager version.
b) Find the Cisco_Manufacturing_CA and CAPF certificates. Download the .pem file and save as .txt file.
c) Create trustpoint on the Cisco IOS software.
hostname(config)# crypto pki trustpoint trustpoint_name
hostname(config-ca-trustpoint)# enrollment terminal
hostname(config)# crypto pki authenticate trustpoint

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When prompted for the base 64-encoded CA certificate, copy and paste the text in the downloaded .pem
file along with the BEGIN and END lines. Repeat the procedure for the other certificates.
d) Generate the following Cisco IOS self-signed certificates and register them with Unified Communications
Manager, or replace with a certificate that you import from a CA.
• Generate a self-signed certificate.
Router> enable
Router# configure terminal
Router(config)# crypto key generate rsa general-keys label <name>
<exportable -optional>Router(config)# crypto pki trustpoint <name>
Router(ca-trustpoint)# enrollment selfsigned
Router(ca-trustpoint)# rsakeypair <name> 2048 2048
Router(ca-trustpoint)#authorization username subjectname commonname
Router(ca-trustpoint)# crypto pki enroll <name>
Router(ca-trustpoint)# end

• Generate a self-signed certificate with Host-id check enabled on the VPN profile in Unified
Communications Manager.
Example:
Router> enable
Router# configure terminal
Router(config)# crypto key generate rsa general-keys label <name>
<exportable -optional>Router(config)# crypto pki trustpoint <name>
Router(ca-trustpoint)# enrollment selfsigned
Router(config-ca-trustpoint)# fqdn <full domain
name>Router(config-ca-trustpoint)# subject-name CN=<full domain
name>, CN=<IP>Router(ca-trustpoint)#authorization username
subjectname commonname
Router(ca-trustpoint)# crypto pki enroll <name>
Router(ca-trustpoint)# end

• Register the generated certificate with Unified Communications Manager.

Example:
Router(config)# crypto pki export <name> pem terminal

Copy the text from the terminal and save it as a .pem file and upload it to the Unified Communications
Manager using the Cisco Unified OS Administration.

Step 4 Install AnyConnect on Cisco IOS.

Download the Anyconnect package from cisco.com and install to flash.
Example:
router(config)#webvpn install svc
flash:/webvpn/anyconnect-win-2.3.2016-k9.pkg

Step 5 Configure the VPN feature.

Note To use the phone with both certificate and password authentication, create a user with the phone
MAC address. Username matching is case sensitive. For example:
username CP-7975G-SEP001AE2BC16CB password k1kLGQIoxyCO4ti9 encrypted

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Complete ASA Prerequisites for AnyConnect

Complete ASA Prerequisites for AnyConnect

Use this procedure to complete ASA Prerequisites for AnyConnect.

Procedure

Step 1 Install ASA software (version 8.0.4 or later) and a compatible ASDM.
Step 2 Install a compatible AnyConnect package.
Step 3 Activate License.
a) Check features of the current license using the following command:
show activation-key detail
b) If necessary, obtain a new license with additional SSL VPN sessions and enable the Linksys phone.
Step 4 Make sure that you configure a tunnel-group with a non-default URL as follows:
tunnel-group phonevpn type remote-access
tunnel-group phonevpn general-attribute
address-pool vpnpool
tunnel-group phonevpn webvpn-attributes
group-url https://172.18.254.172/phonevpn enable

Consider the following when configuring non-default URL:

• If the IP address of the ASA has a public DNS entry, you can replace it with a Fully Qualified Domain
Name (FQDN).
• You can only use a single URL (FQDN or IP address) on the VPN gateway in Unified Communications
Manager.
• It is preferred to have the certificate CN or subject alternate name match the FQDN or IP address in the
group-url.
• If the ASA certificate CN or SAN does not match with the FQDN or IP address, uncheck the host ID
check box in the Unified Communications Manager.

Configure ASA for VPN Client on IP Phone

Use this procedure to configure ASA for VPN Client on IP Phone.

Note Replacing ASA certificates results in non-availability of Unified Communications Manager.

Procedure

Step 1 Local configuration

a) Configure network interface.

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Example:
ciscoasa(config)# interface Ethernet0/0
ciscoasa(config-if)# nameif outside
ciscoasa(config-if)# ip address 10.89.79.135 255.255.255.0
ciscoasa(config-if)# duplex auto
ciscoasa(config-if)# speed auto
ciscoasa(config-if)# no shutdown
ciscoasa#show interface ip brief (shows interfaces summary)

b) Configure static routes and default routes.

ciscoasa(config)# route <interface_name> <ip_address> <netmask> <gateway_ip>
Example:
ciscoasa(config)# route outside 0.0.0.0 0.0.0.0 10.89.79.129

c) Configure the DNS.

Example:
ciscoasa(config)# dns domain-lookup inside
ciscoasa(config)# dns server-group DefaultDNS
ciscoasa(config-dns-server-group)# name-server 10.1.1.5 192.168.1.67 209.165.201.6

Step 2 Generate and register the necessary certificates for Unified Communications Manager and ASA.
Import the following certificates from the Unified Communications Manager.
• CallManager - Authenticating the Cisco UCM during TLS handshake (Only required for mixed-mode
clusters).
• Cisco_Manufacturing_CA - Authenticating IP phones with a Manufacturer Installed Certificate (MIC).
• CAPF - Authenticating IP phones with an LSC.

To import these Unified Communications Manager certificates, do the following:

a) From the Cisco Unified OS Administration, choose Security > Certificate Management.
b) Locate the certificates Cisco_Manufacturing_CA and CAPF. Download the .pem file and save as a .txt
file.
c) Create trustpoint on the ASA.
Example:
ciscoasa(config)# crypto ca trustpoint trustpoint_name
ciscoasa(ca-trustpoint)# enrollment terminal
ciscoasa(config)# crypto ca authenticate trustpoint_name

When prompted for base 64 encoded CA Certificate, copy-paste the text in the downloaded .pem file
along with the BEGIN and END lines. Repeat the procedure for the other certificates.
d) Generate the following ASA self-signed certificates and register them with Unified Communications
Manager, or replace with a certificate that you import from a CA.
• Generate a self-signed certificate.
Example:
ciscoasa> enable
ciscoasa# configure terminal
ciscoasa(config)# crypto key generate rsa general-keys label <name>
ciscoasa(config)# crypto ca trustpoint <name>

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ciscoasa(ca-trustpoint)# enrollment self

ciscoasa(ca-trustpoint)# keypair <name>
ciscoasa(config)# crypto ca enroll <name>
ciscoasa(config)# end

• Generate a self-signed certificate with Host-id check enabled on the VPN profile in Unified
Communications Manager.
Example:
ciscoasa> enable
ciscoasa# configure terminal
ciscoasa(config)# crypto key generate rsa general-keys label <name>
ciscoasa(config)# crypto ca trustpoint <name>
ciscoasa(ca-trustpoint)# enrollment self
ciscoasa(ca-trustpoint)# fqdn <full domain name>
ciscoasa(config-ca-trustpoint)# subject-name CN=<full domain name>,CN=<IP>
ciscoasa(config)# crypto ca enroll <name>
ciscoasa(config)# end

• Register the generated certificate with Unified Communications Manager.

Example:
ciscoasa(config)# crypto ca export <name> identity-certificate

Copy the text from the terminal and save it as a .pem file and upload it to Unified Communications
Manager.

Step 3 Configure the VPN feature. You can use the Sample ASA configuration summary below to guide you with
the configuration.
Note To use the phone with both certificate and password authentication, create a user with the phone
MAC address. Username matching is case sensitive. For example:
ciscoasa(config)# username CP-7975G-SEP001AE2BC16CB password k1kLGQIoxyCO4ti9
encrypted
ciscoasa(config)# username CP-7975G-SEP001AE2BC16CB attributes
ciscoasa(config-username)# vpn-group-policy GroupPhoneWebvpn
ciscoasa(config-username)#service-type remote-access

ASA Certificate Configuration

For more information on ASA certificate configuration, see Configure AnyConnect VPN Phone with
Certificate Authentication on an ASA

Upload VPN Concentrator Certificates

Generate a certificate on the ASA when you set it up to support the VPN feature. Download the generated
certificate to your PC or workstation and then upload it to Unified Communications Manager using the
procedure in this section. Unified Communications Manager saves the certificate in the Phone-VPN-trust list.
The ASA sends this certificate during the SSL handshake, and the Cisco Unified IP Phone compares it against
the values stored in the Phone-VPN-trust list.

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If a Locally Significant Certificate (LSC) is installed on the Cisco Unified IP Phone, it will send its LSC by
default.
To use device level certificate authentication, install the root MIC or CAPF certificate in the ASA, so that the
Cisco Unified IP Phone are trusted.
To upload certificates to Unified Communications Manager, use the Cisco Unified OS Administration.

Procedure

Step 1 From Cisco Unified OS Administration, choose Security > Certificate Management.
Step 2 Click Upload Certificate.
Step 3 From the Certificate Purpose drop-down list, choose Phone-VPN-trust.
Step 4 Click Browse to choose the file that you want to upload.
Step 5 Click Upload File.
Step 6 Choose another file to upload or click Close.
For more information, see Certificate Management chapter.

Configure VPN Gateway

Ensure that you have configured VPN concentrators for each VPN gateway. After configuring the VPN
concentrators, upload the VPN concentrator certificates. For more information, see Upload VPN Concentrator
Certificates, on page 81.
Use this procedure to configure the VPN Gateway.

Procedure

Step 1 From Cisco Unified CM Administration, choose Advanced Features > VPN > VPN Gateway.
Step 2 Perform one of the following tasks:
a) Click Add New to configure new profile.
b) Click the Copy next to the VPN gateway that you want to copy.
c) Locate the appropriate VPN gateway and modify the settings to update an existing profile.
Step 3 Configure the fields in the VPN Gateway Configuration window. For more information, see VPN Gateway
Fields for VPN Client, on page 82.
Step 4 Click Save.

VPN Gateway Fields for VPN Client

The table describes the VPN Gateway fields for VPN Client.

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Table 10: VPN Gateway Fields for VPN Client

Field Description

VPN Gateway Name Enter the name of the VPN gateway.

VPN Gateway Enter a description of the VPN gateway.

Description

VPN Gateway URL Enter the URL for the main VPN concentrator in the gateway.
Note You must configure the VPN concentrator with a group URL and use
this URL as the gateway URL.

For configuration information, refer to the documentation for the VPN

concentrator, such as the following:
• SSL VPN Client (SVC) on ASA with ASDM Configuration Example

VPN Certificates in this Use the up and down arrow keys to assign certificates to the gateway. If you do
Gateway not assign a certificate for the gateway, the VPN client fails to connect to that
concentrator.
Note You can assign up to 10 certificates to a VPN gateway, and you must
assign at least one certificate to each gateway. Only certificates that
are associated with the Phone-VPN-trust role appear in the available
VPN certificates list.

Configure VPN Group

Use this procedure to configure VPN Group.

Procedure

Step 1 From Cisco Unified CM Administration, choose Advanced Features > VPN > VPN Group.
Step 2 Perform one of the following tasks:
a) Click Add New to configure new profile.
b) Click Copy next to the VPN group that you want to copy an existing VPN group.
c) Locate the appropriate VPN group and modify the settings to update an existing profile.
Step 3 Configure the fields in the VPN Group Configuration window. For more information, see VPN Gateway
Fields for VPN Client, on page 82 for the field description details.
Step 4 Click Save.

VPN Group Fields for VPN Client

The table describes the VPN Group Fields for VPN Client.

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Table 11: VPN Group Fields for VPN Client

Field Definition

VPN Group Name Enter the name of the VPN group.

VPN Group Description Enter a description of the VPN group.

All Available VPN Scroll to see all available VPN gateways.

Gateways

Selected VPN Gateways Use the up and down arrow buttons to move available VPN gateways into and
in this VPN Group out of this VPN group.
If the VPN client encounters critical error and cannot connect to a particular VPN
gateway, it will attempt to move to the next VPN gateway in the list.
Note You can add up to a maximum of three VPN gateways to a VPN group.
Also, the total number of certificates in the VPN group cannot exceed
10.

Configure VPN Profile

Use this procedure to configure the VPN Profile.

Procedure

Step 1 From Cisco Unified CM Administration, choose Advanced Features > VPN > VPN Profile.
Step 2 Perform one of the following tasks:
a) Click Add New to configure new profle.
b) Click Copy next to the VPN profile that you want to copy an existing profile.
c) To update an existing profile, specify the appropriate filters in the Find VPN Profile Where, click Find,
and modify the settings.
Step 3 Configure the fields in the VPN Profile Configuration window. For more information, see VPN Profile
Fields for VPN Client, on page 84 for the field description details.
Step 4 Click Save.

VPN Profile Fields for VPN Client

The table describes the VPN profile field details.

Table 12: VPN Profile Field Details

Field Definition

Name Enter a name for the VPN profile.

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Field Definition

Description Enter a description for the VPN profile.

Enable Auto Network When you check this check box, the VPN client can only run when it detects that
Detect it is out of the corporate network.
Default: Disabled.

MTU Enter the size, in bytes, for the Maximum Transmission Unit (MTU).
Default: 1290 bytes.

Fail to Connect This field specifies the amount of time to wait for login or connect operations to
complete while the system creates the VPN tunnel.
Default: 30 seconds

Enable Host ID Check When you check this check box, the gateway certificate subjectAltName or CN
must match the URL to which the VPN client is connected.
Default: Enabled

Client Authentication From the drop-down list, choose the client authentication method:
Method
• User and password
• Password only
• Certificate (LSC or MIC)

Enable Password When you check this check box, a user password gets saved in the phone until
Persistence either a failed log in attempt occurs, a user manually clears the password, or the
phone resets or loses power.

Configure VPN Feature Parameters

Procedure

Step 1 From Cisco Unified CM Administration, choose Advanced Features > VPN > VPN Feature Configuration.
Step 2 Configure the fields in the VPN Feature Configuration window. For more information, see VPN Feature
Parameters, on page 86.
Step 3 Click Save.
Perform the following tasks:
• Upgrade the firmware for Cisco Unified IP Phones to a version that supports VPN. For more information
about upgrading the firmware, see Cisco Unified IP Phone Administration Guide for your Cisco Unified
IP Phone model.
• Using a supported Cisco Unified IP Phone, establish the VPN connection.

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VPN Feature Parameters

The table describes the VPN feature parameters.

Table 13: VPN Feature Parameters

Field Default

Enable Auto Network When True, the VPN client can only run when it detects that it is out of the
Detect corporate network.
Default: False

MTU This field specifies the maximum transmission unit:

Default: 1290 bytes
Minimum: 256 bytes
Maximum: 1406 bytes

Keep Alive This field specifies the rate at which the system sends the keep alive message.
Note If it is non zero and less than the value specified in Unified
Communications Manager, the keep alive setting in the VPN
concentrator overwrites this setting.

Default: 60 seconds
Minimum: 0
Maximum: 120 seconds

Fail to Connect This field specifies the amount of time to wait for login or connect operations to
complete while the system creates the VPN tunnel.
Default: 30 seconds
Minimum: 0
Maximum: 600 seconds

Client Authentication From the drop-down list, choose the client authentication method:
Method
• User and password
• Password only
• Certificate (LSC or MIC)

Default: User And Password

Enable Password When True, a user password gets saved in the phone, if Reset button or “**#**”
Persistence is used for reset. The password does not get saved and the phone prompts for
credentials if the phone loses power or you initiate a factory reset.
Default: False

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Field Default

Enable Host ID Check When True, the gateway certificate subjectAltName or CN must match the URL
to which the VPN client is connected.
Default: True

Add VPN Details to Common Phone Profile

Use this procedure to add VPN details to common phone profile.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Common Phone Profile.
Step 2 Click Find and choose common phone profile to which you want to add the VPN details.
Step 3 In the VPN Information section, choose the appropriate VPN Group and VPN Profile.
Step 4 Click Save and then Apply Config.
Step 5 Click OK in apply configuration window.

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PA R T IV
Monitoring and Recording
• Silent Monitoring , on page 91
• Recording , on page 99
 CHAPTER 9
Silent Monitoring
• Silent Monitoring Overview, on page 91
• Silent Monitoring Prerequisites, on page 92
• Configure Silent Monitoring Task Flow, on page 92
• Silent Monitoring Interactions, on page 97
• Silent Monitoring Restrictions, on page 98

Silent Monitoring Overview

Silent call monitoring allows a supervisor to eavesdrop on a phone conversation. The most common scenario
is in a call center where a call agent is speaking with a customer. Call centers need to be able to guarantee the
quality of customer service that an agent in a call center provides. With silent monitoring, the supervisor can
hear both call participants, but neither of the call participants can hear the supervisor.
Silent monitoring can only be invoked by a CTI application through the JTAPI or TAPI interfaces. Many
Cisco applications, such as Cisco Unified Contact Center Enterprise and Cisco Unified Contact Center Express
have the ability to use silent monitoring. Any CTI application that monitors calls must have the corresponding
monitoring privileges that are enabled for the application-user or end-user account.
Silent monitoring is call based. When a supervisor invokes a silent monitoring session, the following occurs:
• The supervisor selects a specific call to be monitored.
• The start-monitoring request from the application triggers the supervisor phone to go off hook and
automatically triggers a monitoring call to the agent.
• The agent phone automatically answers the monitoring call. The monitoring call does not get presented
to the agent.

Secure Silent Monitoring

You can also configure secure silent monitoring. Secure silent monitoring allows encrypted media (sRTP)
calls to be monitored. Monitoring calls are always established using the highest level of security that is
determined by the capabilities of the agent phone regardless of the security status of the call being observed.
The highest level of security is maintained by exchanging the secure media key in any call between the
customer, agent, and supervisor. Monitoring calls using secured media carries approximately 4000 bits per
second of additional bandwidth overhead, same as standard secure media (sRTP) calls.

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Silent Monitoring Prerequisites

If the agent phone has encryption that is enabled, the supervisor phone must also have encryption enabled in
order to allow secure silent monitoring. If the agent phone has encryption that is enabled, but the supervisor
phone does not, the monitoring request fails.

Whisper Coaching
Unified Communications Manager also supports whisper coaching, a CTI enhancement on silent monitoring
whereby a supervisor can speak to the agent while the monitoring session is underway without the customer
hearing. Whisper coaching can only be initiated by a CTI application. If silent monitoring is already configured,
then no additional configuration of Unified Communications Manager is required for whisper coaching.

Silent Monitoring Prerequisites

Silent monitoring can only be invoked by an external CTI application. Cisco applications such as Cisco Unified
Contact Center Enterprise or Cisco Unified Contact Center Express can initiate silent monitoring sessions.
For details, see the following:
• Cisco Unified Contact Center Enterprise—For details on how to set up silent monitoring in Cisco Unified
Contact Center Enterprise, see Cisco Remote Silent Monitoring Installation and Administration Guide.
• Cisco Unified Contact Center Express—This chapter contains a sample configuration to set up Silent
Monitoring for Unified Contact Center Express via Cisco Finesse. For additional documentation that is
related to your Cisco Unified Contact Center Express deployment, go to https://www.cisco.com/c/en/us/
support/customer-collaboration/unified-contact-center-express/tsd-products-support-series-home.html.

Configure Silent Monitoring Task Flow

This task flow describes the tasks that you must perform within Unified Communications Manager to allow
CTI applications to use the monitoring feature.

Before you begin

• Determine which phones support silent monitoring by running a phone feature list report. For more
information,Generate a Phone Feature List, on page 1

Procedure

Command or Action Purpose

Step 1 Perform one of the following procedures: Turn on the Built in Bridge on agent phones.
You can use a service parameter to configure
• Enable Built in Bridge for Phones
the clusterwide default setting or you can enable
Clusterwide, on page 93
the Built in Bridge for individual phones.
• Enable Built in Bridge for a Phone, on
page 93 Note The Built in Bridge setting on
individual phones overrides the
clusterwide default setting.

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Command or Action Purpose

Step 2 Enable Monitoring Privileges for Supervisor, Add the supervisor to a group that allows silent
on page 94 monitoring.
Step 3 Assign a Monitoring Calling Search Space, on Set up the monitoring calling search space for
page 94 the supervisor phone.
Step 4 Configure Silent Monitoring Notification Tones, Configure whether you want to play notification
on page 95 tones to the call participants.
Step 5 Configure Secure Silent Monitoring, on page Optional. If your calls are encrypted, configure
95 secure silent monitoring.
Step 6 Configure Silent Monitoring for Unified For Unified Contact Center Express
Contact Center Express, on page 96 deployments, configure Silent Monitoring via
Cisco Finesse.

Enable Built in Bridge for Phones Clusterwide

When you set the Built-in-Bridge clusterwide service parameter to enable, the Built-in-Bridge default setting
for all phones in the cluster is changed to enabled. However, the Built-in-Bridge setting in the Phone
Configuration window for individual phones overrides the clusterwide service parameter.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose the server on which the CallManager service is running.
Step 3 From the Service drop-down list, choose Cisco CallManager.
Step 4 Set the Builtin Bridge Enable service parameter to On.
Step 5 Click Save.

Enable Built in Bridge for a Phone

Use this procedure to enable the Built in Bridge on an individual phone. The Built in Bridge setting on an
individual phone overrides the clusterwide service parameter.

Before you begin

Use a service parameter to set the Built in Bridge defaults for all phones in the cluster. For details, see Enable
Built in Bridge for Phones Clusterwide, on page 93.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find to select the agent phone.

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Step 3 From the Built in Bridge drop-down list, choose one of the following options:
• On—The Built in Bridge is enabled.
• Off—The Built in Bridge is disabled.
• Default—The setting of the clusterwide Builtin Bridge Enable service parameter is used.

Step 4 Click Save.

Enable Monitoring Privileges for Supervisor

In order for a supervisor to be able to monitor agent conversations, the supervisor must be part of a group that
allows monitoring.

Before you begin

Perform one of the following procedures to enable the Built in Bridge on agent phones:
• Enable Built in Bridge for Phones Clusterwide, on page 93
• Enable Built in Bridge for a Phone, on page 93

Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > End User.
Step 2 Select the supervisor from the list of users.
Step 3 In the Permissions Information section, click Add to Access Control Group.
Step 4 Add the Standard CTI Allow Call Monitoring and Standard CTI Enabled user groups.
Step 5 Click Save.

Assign a Monitoring Calling Search Space

For monitoring to work, you must assign a Monitoring Calling Search Space to the supervisor phone line.
The Monitoring Calling Search Space must include both the supervisor phone line and the agent phone line.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find and select the supervisor phone.
The left navigation pane displays the available phone lines for the supervisor's phone.
Step 3 Perform the following steps for each of the supervisor's phone lines that are used for monitoring:
a) Click the phone line. The Directory Number Configuration window displays configuration information
for that phone line.
b) From the Monitoring Calling Search Space drop-down list, choose a calling search space that includes
both the supervisor phone line and the agent phone line.

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c) Click Save.

Configure Silent Monitoring Notification Tones

In certain jurisdictions, a notification tone must be played to either the agent, the customer, or both, that
indicates that the call is being monitored. By default, Unified Communications Manager does not play
notification tones. You must configure a service parameter to allow notification tones.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose the server one which the CallManager service is running.
Step 3 From the Service drop-down list, choose Cisco CallManager.
Step 4 Configure values for the following service parameters:
• If you want to play a notification tone to the agent, change the value of the Play Monitoring Notification
Tone To Observed Target service parameter to True.
• If you want to play a notification tone to the customer, change the value of the Play Monitoring
Notification Tone To Observed Connected Parties service parameter to True.

Step 5 Click Save.

Step 6 Reset the agent phone, if you changed the service parameter configuration.

Configure Secure Silent Monitoring

To configure secure silent monitoring using sRTP, you must configure phone security profiles that include
encryption and apply them to the supervisor phone and to any agent phones that are being monitored.

Procedure

Command or Action Purpose

Step 1 Configure an Encrypted Phone Security Profile Configure phone security profiles that include
, on page 95 encryption for the agent phone and supervisor
phone.

Step 2 Assign Security Profile to Phone, on page 96 Apply the encrypted phone security profile to
the agent phone and the supervisor phone.

Configure an Encrypted Phone Security Profile

To configure secure silent monitoring, you must configure the phone security profile for your supervisor
phone and any agent phones to specify Encrypted as the Device Security Mode.

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Procedure

Step 1 From Cisco Unified CM Administration, choose System > Security > Phone Security Profile.
Step 2 Perform either of the following steps:
• Click Add New to create a new phone security profile.
• Click Find and select an existing phone security profile.

Step 3 If you have created a new phone security profile, select your phone model from the Phone Security Profile
Type drop-down list.
Step 4 Enter a Name for the Phone Security Profile.
Step 5 From the Device Security Mode drop-down list, choose Encrypted.
Step 6 Click Save.
Step 7 Repeat the above steps to configure phone security profiles for your supervisor phone and any agent phones.

Assign Security Profile to Phone

Perform the following steps to assign a phone security profile to a phone. For secure silent monitoring to
work, you must assign the phone security profile to both the agent phone and the supervisor phone.

Procedure

Step 1 From Cisco Unified CM Administration, chooseI Device > Phone.

Step 2 Click Find and select the agent phone on which you want to configure a phone security profile.
Step 3 From the Device Security Profile drop-down list, choose the phone security profile that you have set up.
Step 4 Click Save.
Step 5 Repeat the previous steps for the supervisor phone.

Configure Silent Monitoring for Unified Contact Center Express

The following steps contain a sample Silent Monitoring for Cisco Unified Contact Center Express configuration
via Cisco Finesse.

Before you begin

Make sure that both the agent and supervisor phone are compatibile for Cisco Finesse. Refer to the Unified
CCX Software Compatibility Matrix at https://www.cisco.com/c/en/us/support/customer-collaboration/
unified-contact-center-express/products-device-support-tables-list.html.

Procedure

Step 1 Configure a test agent and supervisor on Unified Contact Center Express.

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Note The IP Contact Center (IPCC) Extension for the Agents and Supervisors must be unique. This can
be verified from Cisco Unified Communications Manager under Call Routing > Route Plan Report.

Step 2 Ensure that the agent phone has the Built in Bridge (BIB) On. This can be done on the phone or at the Cluster
level (Set the Default Service Parameter to On).
Step 3 Log in to Finesse as an Agent.
Step 4 Log in to Finesse as a Supervisor and ensure that the supervisor is in NOT READY State.
Step 5 Ensure that the Resource Manager Contact Manager (RMCM) user has the required roles for Call Monitoring
and Call Recording -- Standard Computer Telephony Integration (CTI) Allow Call Monitoring and Recording.
Note This is automatically done by Unified Contact Center Express at the initial setup of the RMCM
user. Ensure the roles exist on the Application User window of Cisco Unified Communications
Manager.

Step 6 Assign the Monitoring CSS (Calling Search Space) on the Supervisor Phone to contain the Partition of the
agent line.
Step 7 Place a call to Unified Contact Center Express so that the call is routed to the agent logged in. Once the agent
is in the TALKING state, from the supervisor, start the Silent Monitoring. The supervisor will then be able
to hear the conversation between the agent and the caller

Silent Monitoring Interactions

Feature Interaction

Call preservation If the agent call that is being monitored goes to call preservation, Unified
Communications Manager also puts the monitoring call into call preservation
mode.

Transfer of secure Unified Communications Manager supports transferring a secure monitoring

monitoring call session so long as the destination supervisor device exceeds the security capabilities
of the agent that is being monitored.

Recording Tones Recording Tones take precedence over Monitoring Tones for calls that are both
recorded and monitored. If a call is recorded and monitored, only the recording
tone plays.

Secure Tones If Secure Tones are configured and the call is secured, the secure tone plays to
both call participants at the outset of the call irrespective of whether Monitoring
Tones are configured.
If Secure Tones and Monitoring Tones are both configured, the secure tone plays
once, followed by the monitoring tones.
If Secure Tones, Monitoring Tones, and Recording Tones are all configured, and
the call is recorded and monitored, the secure tone plays once followed by the
recording tone. The monitoring tone does not play.

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Silent Monitoring Restrictions

Silent Monitoring Restrictions

Feature Restriction

Barge Unified Communications Manager does not support barge with silent
monitoring. If an agent call is being monitored, the barge-in call from a
shared line fails. If the agent call has already been barged, the monitoring
call fails.

Transfer of Secure Silent Unified Communications Manager does not support transferring Secure
Monitoring over an intercluster Silent Monitoring calls over an intercluster trunk.
trunk

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Recording
• Recording Overview, on page 99
• Recording Prerequisites, on page 102
• Recording Configuration Task Flow, on page 103
• Recording Call Flow Examples, on page 112
• Recording Interactions and Restrictions, on page 112

Recording Overview
Call recording is a Unified Communications Manager feature that enables a recording server to archive agent
conversations. Call recording is one of the essential features in call centers, financial institutions and other
enterprises. The call recording feature sends copies of the agent and the end-user media streams to the recording
server over a SIP trunk. Each media stream is sent separately in an effort to best support a wide range of voice
analytic applications.
Unified Communications Manager offers IP phone-based or network-based recording.
• In IP phone based recording, recording media is sourced from the phone. The phone forks two media
streams to the recording server.
• In network-based recording, recording media can be sourced from either the phone or the gateway. When
you implement network-based recording, the gateway in your network must connect to Unified
Communications Manager over a SIP trunk.

Unified Communications Manager supports call recording in both single cluster and multi-cluster environments
and offers three different recording modes:
• Automatic Silent Recording—Automatic silent recording records all calls on a line appearance
automatically. Unified Communications Manager invokes the recording session automatically with no
visual indication on the phone that an active recording session is established.
• Selective Silent Recording—A supervisor can start or stop the recording session via CTI-enabled
desktop. Alternatively, a recording server can invoke the session based on predefined business rules and
events. There is no visual indication on the phone that an active recording session is established.
• Selective User Call Recording—An agent can choose which calls to record. The agent invokes the
recording session through CTI-enabled desktop, or by a softkey or programmable line key. When selective
user call recording is used, the Cisco IP phone displays recording session status messages.

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Multi-Fork Recording

Unified Communications Manager supports recording to a single recording server and can be deployed with
CUBE as media proxy to record to more than one recording server.
• In multi-fork recording, Unified Communications Manager is connected to CUBE Media Proxy server
through SIP trunk. The CUBE Media Proxy server receives two media streams from phone or gateway
and it forks the media streams to one or more recording servers simultaneously.
• In recording to single recording servers, Unified Communications Manager is directly connected to
recording server through SIP trunk. The phone or the gateway forks two media streams to the recording
server.

Multi-Fork Recording
Unified Communications Manager supports simultaneous, multiple stream recordings through Cisco Unified
Border Element (CUBE) as Media Proxy. In Multi-fork recording, the recording stream is sent to a CUBE
Media Proxy server, which relays the media stream to up to five recording servers simultaneously. This is
supported for both phone-based and network-based recording, and for both automatic and selective recording.
The multi-forking feature provides the following benefits:
• Adds redundancy and failover to your recording deployment.
• Provides additional media streams for speech analysis and monitoring.
• Helps organization, such as financial industry, to be compliant to MiFID requirements, that mandate
recording of customer calls to multiple recording servers for redundancy.

When you implement multi-fork recording, you must configure the CUBE Media Proxy server in your network
which connects to Unified Communications Manager over a SIP trunk.
For more information on CUBE Media Proxy, see Cisco Unified Border Element Configuration Guide.

Note Connection from Unified Communications Manager to CUBE Media Proxy server over a SIP trunk must be
configured with Early Offer.

The following example illustrates the phone-based recording of multi-fork recording through CUBE Media
Proxy.
Figure 2: Phone-based recording

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Recording Media Source Selection

The following example illustrates the network-based recording of multi-fork recording through CUBE Media
Proxy.
Figure 3: Network-based recording

For more information on method summary, see "Cisco Device-Specific Extensions" section of Cisco Unified
JTAPI Developers Guide for Cisco Unified Communications Manager Release 12.5(1).

Supported Platforms
Multi-fork recording through CUBE Media Proxy server is supported on the following Cisco Router Platforms
running on Cisco IOS XE Gibraltar Release 16.10.1:
• Cisco 4000 Series-Integrated Services Routers (ISR G3 - ISR4331, ISR4351, ISR4431, ISR4451).
• Cisco Aggregated Services Routers (ASR - ASR1001-X, ASR1002-X, ASR1004 with RP2, ASR1006
with RP2).
• Cisco Cloud Services Routers (CSR1000V series).

Restrictions for Multi-fork recording through CUBE Media Proxy

Multi-fork recording through CUBE Media Proxy server does not support the following:
• Video recording.
• Secure media (SRTP) forking of non secure calls.
• SRTP fall back.
• Midcall block.

Recording Media Source Selection

When you configure network-based recording, you must configure either the phone or the gateway as your
preferred source of recording media for the agent phone line. However, depending on your deployment,
Unified Communications Manager may not select your preferred choice as the recording media source. The
following table displays the logic Unified Communications Manager uses to select the recording media source.

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Table 14: Recording Media Source Selection

Preferred Media Source Media Type Gateway in call path? Selected Media Source

Gateway Unsecure (RTP) Yes Gateway

No Phone

Secure (sRTP) Yes Phone

No Phone

Phone Unsecure (RTP) Yes Phone

No Phone

Secure (sRTP) Yes Phone

No Phone

Alternate Recording Media Source if the First Choice is Unavailable

If the recording media source that Unified Communications Manager selects is unavailable, Unified
Communications Manager attempts to use an alternate source. The following table shows the logic Unified
Communications Manager uses to select an alternate source for recording media.

Table 15: Alternate Recording Media Source if First Choice is Unavailable

Selected Media Source Gateway Preferred Phone Preferred

First attempt First gateway in call path Phone

Second attempt Last gateway in call path First gateway in call path

Third attempt Phone Last gateway in call path

Recording Prerequisites
• Cisco Unified IP Phone support—To view a list of the Cisco Unified IP Phone that support recording,
log in to Cisco Unified Reporting and run the Unified CM Phone Feature List report, selecting Record
as the feature. For a detailed procedure, see Generate a Phone Feature List, on page 1.
• Gateway support—For details on which gateways support recording, see https://developer.cisco.com/
web/sip/wiki/-/wiki/Main/Unified+CM+Recording+Gateway+Requirements.
• If you are configuring multiple-stream recording, deploy and configure a CUBE Media Proxy. For details,
see the section CUBE Media Proxy in the Cisco Unified Border Element Configuration Guide.

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Recording Configuration Task Flow

Before you begin

Procedure

Command or Action Purpose

Step 1 Create a Recording Profile, on page 103 Create a recording profile.
Step 2 Configure SIP Profile for Recording, on page Optional. Configure the SIP Profile if you want
104 to deliver the Conference Bridge Identifier to
the recorder.

Step 3 Configure SIP Trunks for Recording, on page Configure the recorder server or CUBE Media
104 Proxy as a SIP trunk device.
Step 4 Configure Route Pattern for Recording, on page Create a route pattern that routes to the recorder
105 server or CUBE Media Proxy.
Step 5 Configure Agent Phone Line for Recording, on Configure the agent phone line for recording.
page 105
Step 6 Enable the built in bridge for your agent phones. To use the agent phone as the recording media
Perform one of the following tasks to enable source you must enable the phone's built in
the built-in-bridge for recording: bridge for recording. You can use a service
parameter to set the built in bridge defaults
• Enable Built in Bridge for Cluster , on
across the cluster, or enable the built in bridge
page 106
on an individual phone.
• Enable Built in Bridge for a Phone, on
page 106 Note The Built in Bridge setting on
individual phones overrides the
clusterwide defaults.

Step 7 Enable Gateway for Recording, on page 107 Configure Unified Communications services
on the gateway.

Step 8 Configure Recording Notification Tones, on Configure whether you want a notification tone
page 107 to play when calls are recorded.
Step 9 Perform one of the following procedures, Configure a Record feature button or softkey
depending on whether your phone uses feature for your phone.
buttons or softkeys:
• Configure a Record Feature Button, on
page 108
• Configure a Record Softkey, on page 109

Create a Recording Profile

Use this procedure to create a recording profile.

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Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Recording Profile.
Step 2 Click Add New.
Step 3 In the Name field, enter a name for your recording profile.
Step 4 In the Recording Calling Search Space field, select the calling search space that contains the partition with
the route pattern that is configured for the recording server.
Step 5 In the Recording Destination Address field, enter the directory number or the URL of the recording server
or the URL of the CUBE Media Proxy server.
Step 6 Click Save.

Configure SIP Profile for Recording

Use this procedure to deliver the conference bridge identifier to the recorder and configure the SIP Profile.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > SIP Profile.
Step 2 Select the SIP profile that you want to use for your network.
Step 3 Set a value for the Early Offer Support for Voice and Video calls field. SIP trunk from Unified
Communications Manager to CUBE Media Proxy server must be enabled for an Early Offer support and
configuration options are Best Effort (no MTP inserted) and Mandatory (insert MTP if needed).
Note We recommend that you enable SIP trunk for Mandatory (insert MTP if needed).

Step 4 Check the Deliver Conference Bridge Identifier check box.

Step 5 Click Save.

Configure SIP Trunks for Recording

Use this procedure to assign the recording server information in the SIP Trunk Configuration window.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Trunk.

Step 2 Click Add New.
Step 3 From the Trunk Type drop-down list, choose SIP Trunk.
Device Protocol is auto-populated to SIP, which is the only available option.

Step 4 From the Trunk Service Type drop-down list, choose the service type that you want to use in your network.
The default value is None.

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Step 5 Click Next.

Step 6 In the Destination Address field of the SIP Information pane, enter an IP address, fully qualified domain
name, or DNS SRV of the recording server or CUBE Media proxy.
Step 7 From the SIP Profile drop-down list in the SIP Information pane, choose the SIP profile that you want to
use in your network.
Step 8 From the Recording Information pane, select one of the following options:
• None—This trunk is not used for recording.
• This trunk connects to a recording-enabled gateway.
• This trunk connects to other clusters with recording-enabled gateways.

Step 9 Click Save.

Note SIP trunk from Unified Communications Manager to Media Proxy must be enabled for Early Offer
support in the SIP Profile that is used for this trunk. The configuration options are Mandatory
(insert MTP if needed) and Best Effort (no MTP inserted).

Configure Route Pattern for Recording

Use this procedure to describe the route pattern configurations that are specific to recorders. You must configure
a route pattern that routes to the recording server or CUBE Media Proxy server.

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Route/Hunt > Route Pattern.
Step 2 Click Add New to create a new route pattern.
Step 3 Complete the fields in the Route Pattern Configuration window.For more information on the fields and
their configuration options, see Online Help.
Step 4 For call recording, complete the following fields:
• Pattern—Enter a pattern that matches the recording destination address from the recording profile.
• Gateway/Route List—Choose the SIP trunk or route list that points to the recording server.

Step 5 Click Save.

Configure Agent Phone Line for Recording

Use this procedure to configure the agent phone line for recording.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find.

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Step 3 Select the agent's phone.

Step 4 In the left Association pane, click the phone line for the agent to view the settings.
Step 5 From the Recording Option drop-down list, choose one of the following options:
• Call Recording Disabled—Calls on this phone line are not recorded.
• Automatic Call Recording Enabled—All calls on this phone line are recorded.
• Selective Call Recording Enabled—Only selected calls on this phone line are recorded.

Step 6 From the Recording Profile drop-down list, choose the recording profile that is configured for the agent.
Step 7 From the Recording Media Source drop-down list, choose whether you want to use the gateway or the phone
as the preferred source of recording media.
Step 8 Set the Busy Trigger field to a minimum of 3 if you also have Multilevel Precedence and Preemption (MLPP)
configured.
Step 9 Click Save.

Enable Built in Bridge for Cluster

Use this procedure to enable the phone's built in bridge for recording to use the agent phone as the recording
media source.
When you set the Built-in-Bridge clusterwide service parameter to enable, the Built-in-Bridge default setting
for all phones in the cluster is changed to enabled. However, the Built-in-Bridge setting in the Phone
Configuration window for an individual phone overrides the clusterwide service parameter setting if the
default option is not selected for that phone.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose the server on which the CallManager service is running.
Step 3 From the Service drop-down list, choose Cisco CallManager.
Step 4 Set the Builtin Bridge Enable service parameter to On.
Step 5 Click Save.

Enable Built in Bridge for a Phone

Use this procedure to enable the Built in Bridge for an individual phone. If the default option is not selected,
the Built in Bridge setting in the Phone Configuration window overrides the clusterwide service parameter.
Optionally, use a service parameter to set the Built in Bridge defaults across the cluster. For more information,
see Enable Built in Bridge for Cluster , on page 106.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

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Step 2 Click Find to select the agent phone.

Step 3 From the Built in Bridge drop-down list, choose one of the following options:
• On—The Built in Bridge is enabled.
• Off—The Built in Bridge is disabled.
• Default—The setting of the clusterwide Builtin Bridge Enable service parameter is used.
Note The recording can fail if the Built-in-Bridge is ON and if you check the Media Termination Point
Required check box.

Step 4 Click Save.

Enable Gateway for Recording

Use this procedure to configure the gateway for recording. You must enable Unified Communications Gateway
Services. The following task flow contains the high-level process to enable Unified Communications Gateway
Services.

Procedure

Step 1 Configure Unified Communications Manager IOS Services on the Device.

Step 2 Configure the XMF Provider.
Step 3 Verify Unified Communications Gateway Services.

For detailed configuration steps, including examples, refer to the Cisco Unified Communications Gateway
Services chapter for either of the following documents:
• For more information, see ASR routers Cisco Unified Border Element (Enterprise) Protocol-Independent
Features and Setup Configuration Guide. Cisco IOS XE Release 35.
• For more information, see ISR routers Cisco Unified Border Element Protocol-Independent Features and
Setup Configuration Guide, Cisco IOS Release 15M&T.

Configure Recording Notification Tones

Use this procedure to configure notification tone to play when calls are recorded. For legal compliance, an
explicit notification in the form of a periodic tone can be made audible to the agent, the caller, or both, to
indicate that a recording session is in progress. This tone can also be disabled.

Note Recording tone settings override monitoring tone settings when both are enabled for the same call.

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Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose the server on which the Cisco CallManager service is running.
Step 3 From the Service drop-down list, choose Cisco CallManager.
Step 4 If you want a notification tone to be played to the agent, set the Play Recording Notification Tone to Observed
Target (agent) service parameter to True.
Step 5 If you want a notification tone to be played to the customer, set the value of the Play Recording Notification
Tone To Observed Connected Parties (customer) service parameter to True.
Step 6 Click Save.

Configure a Record Feature Button

Use this procedure to assign the Record feature button to your phone if your phone uses feature buttons.

Procedure

Command or Action Purpose

Step 1 Configure a Phone Button Template for Configure a phone button template that includes
Recording, on page 108 the Record button.

Step 2 Associate a Phone Button Template with a Associate the phone button template that you
Phone, on page 109 set up for recording to the phone.

Configure a Phone Button Template for Recording

Use this procedure to create a phone button template that includes the Record feature button.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Phone Button Template.
Step 2 Click Find to display list of supported phone templates.
Step 3 Perform the following steps if you want to create a new phone button template; otherwise, proceed to the next
step.
a) Select a default template for the model of phone and click Copy.
b) In the Phone Button Template Information field, enter a new name for the template.
c) Click Save.
Step 4 Perform the following steps if you want to add phone buttons to an existing template.
a) Click Find and enter the search criteria.
b) Choose an existing template.
Step 5 From the Line drop-down list, choose feature that you want to add to the template.
Step 6 Click Save.

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Step 7 Perform one of the following tasks:

• Click Apply Config if you modified a template that is already associated with devices to restart the
devices.
• If you created a new softkey template, associate the template with the devices and then restart them.

Associate a Phone Button Template with a Phone

Use this procedure to associate the phone button template that you created for the Record button of the phone.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find to display the list of configured phones.
Step 3 Choose the phone to which you want to add the phone button template.
Step 4 In the Phone Button Template drop-down list, choose the phone button template that contains the new feature
button.
Step 5 Click Save.
A dialog box is displayed with a message to press Reset to update the phone settings.

Configure a Record Softkey

Use this procedure to add a Record softkey to the phone, if your phone uses softkeys. The Record softkey is
only available in the Connected call state for the Cisco Chaperone Phone with Feature Hardkeys template.

Procedure

Command or Action Purpose

Step 1 Configure a Softkey Template for Recording, Configure a softkey template that includes the
on page 110 Record softkey.

Step 2 Perform one of the following procedure: Associate the softkey template to a phone
directly, or to a Common Device Configuration.
• Associate a Softkey Template with a
You can then associate the Common Device
Phone, on page 110
Configuration to a group of phones.
• Associate a Softkey Template with a
Common Device Configuration, on page
111

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Configure a Softkey Template for Recording

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Softkey Template.
Step 2 Perform the following steps to create a new softkey template; otherwise, proceed to the next step.
a) Click Add New.
b) Select a default template and click Copy.
c) Enter a new name for the template in the Softkey Template Name field.
d) Click Save.
Step 3 Perform the following steps to add softkeys to an existing template.
a) Click Find and enter the search criteria.
b) Select the required existing template.
Step 4 Check the Default Softkey Template check box to designate this softkey template as the default softkey
template.
Note If you designate a softkey template as the default softkey template, you cannot delete it unless you
first remove the default designation.

Step 5 Choose Configure Softkey Layout from the Related Links drop-down list in the upper right corner and
click Go.
Step 6 From the Select a Call State to Configure drop-down list, choose the call state for which you want the softkey
to display.
Step 7 From the Unselected Softkeys list, choose the softkey to add and click the right arrow to move the softkey
to the Selected Softkeys list. Use the up and down arrows to change the position of the new softkey.
Step 8 Repeat the previous step to display the softkey in additional call states.
Step 9 Click Save.
Step 10 Perform one of the following tasks:
• Click Apply Config if you modified a template that is already associated with devices to restart the
devices.
• If you created a new softkey template, associate the template with the devices and then restart them. For
more information, see Add a Softkey Template to a Common Device Configuration and Associate a
Softkey Template with a Phone sections.

Associate a Softkey Template with a Phone

Use this procedure to assign the Record softkey to the phone by associating the softkey template that includes
the Record softkey directly to a phone.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

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Step 2 Click Find to select the phone to add the softkey template.
Step 3 From the Softkey Template drop-down list, choose the template that contains the new softkey.
Step 4 Click Save.
Step 5 Press Reset to update the phone settings.

Associate a Softkey Template with a Common Device Configuration

Use this procedure to add a Record softkey to the phone by associating the softkey template to a Common
Device Configuration.

Procedure

Command or Action Purpose

Step 1 Add a Softkey Template to the Common Device
Configuration, on page 111
Step 2 Add Common Device Configuration to Phone,
on page 112

Add a Softkey Template to the Common Device Configuration

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Common Device Configuration.
Step 2 Perform the following steps to create a new Common Device Configuration and associate the softkey template
with it; otherwise, proceed to the next step.
a) Click Add New.
b) Enter a name for the Common Device Configuration in the Name field.
c) Click Save.
Step 3 Perform the following steps to add the softkey template to an existing Common Device Configuration.
a) Click Find and enter the search criteria.
b) Click an existing Common Device Configuration.
Step 4 In the Softkey Template drop-down list, choose the softkey template that contains the softkey that you want
to make available.
Step 5 Click Save.
Step 6 Perform one of the following tasks:
• If you modified a Common Device Configuration that is already associated with devices, click Apply
Config to restart the devices.
• If you created a new Common Device Configuration, associate the configuration with devices and then
restart them.

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Add Common Device Configuration to Phone

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find and select the phone device to add the softkey template.
Step 3 From the Common Device Configuration drop-down list, choose the common device configuration that
contains the new softkey template.
Step 4 Click Save.
Step 5 Click Reset to update the phone settings.

Recording Call Flow Examples

For call flow examples for both network-based call recording and IP phone-based call recording use cases,
refer to Call Recording Examples for Network-Based and Phone-Based Recording at the following URL:
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/configExamples/cucm_b_recording-use-cases.html

Recording Interactions and Restrictions

Feature Interactions and Restrictions

Monitoring Tones Recording Tones take precedence over Monitoring Tones for calls that are both
recorded and monitored. If both are configured, and a call is both recorded and
monitored, only the recording tone plays.

Multilevel Precedence and If you also have Multilevel Precedence and Preemption (MLPP) configured, the
Preemption Busy Trigger setting on the agent phone line that you are recording must be set
to a minimum of 3.

Secure Tones If Secure Tones are configured, the secure tone plays to both call participants at
the outset of a secure call, irrespective of whether Recording Tones are configured.
If Secure Tones and Recording Tones are both configured and the call is secure,
the secure tone plays once at the outset of the call followed by the recording tone.
If Secure Tones, Recording Tones, and Monitoring Tones are all configured, and
the call is secured, recorded, and monitored, the secure tone plays once followed
by the recording tone. The monitoring tone does not play.

Customer Voice Portal Agent - customer calls that are routed through the Customer Voice Portal may
be recorded using the agent phone as the recording source.

SIP Proxy Servers If you are using the gateway as your recording source, you cannot place SIP
proxy servers between Unified Communications Manager and the gateway.

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Feature Interactions and Restrictions

Busy Hour Call Each recording session adds two calls to the Busy Hour Call Completion (BHCC)
Completion Rate rate with a minimal impact on CTI resources.

Selective Recording with When Selective Recording is configured, the Media Sense server does not record
Media Sense the consult call during a transfer. For example, if a call between an agent and a
customer is being recorded and the agent initiates a transfer to a second agent,
the consult call that takes place between the two agents, prior to the call being
transferred, is not recorded.
To ensure that the consult call is recorded, the agent must press the ‘Record’
softkey when the consult call starts.
Recording on To record a call for authenticated phones, On the Cisco Unified CM Service
authenticated phones Parameter page, set the Authenticated Phone Recording field to Allow
Recording. The default value is Do Not Allow Recording. Unified
Communications Manager allows call recording for authenticated phones while
using non secure recorder. In case of secure recorder, recording is allowed only
if the recorder supports Secure Real-Time Transport protocol (SRTP) fallback.

Codec locking for auto Skinny Client Control Protocol (SCCP) phone adversities one single codec when
recording calls in select recording is enabled and there is a select and join conference performed in Unified
and join conference Communications Manager.

Recording Calls Do Not Survive Agent Hold

Recording calls get torn down when the agent puts the call on hold, and they get reestablished when the agent
resumes the call.
Figure 4: Recording Calls Do Not Survive Agent Hold

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PA R T V
Call Center Features
• Agent Greeting , on page 117
• Auto-Attendant , on page 121
• Manager Assistant , on page 129
 CHAPTER 11
Agent Greeting
• Agent Greeting Overview, on page 117
• Agent Greeting Prerequisites, on page 117
• Agent Greeting Configuration Task Flow, on page 117
• Agent Greeting Troubleshooting, on page 119

Agent Greeting Overview

Agent Greeting enables Unified Communications Manager to automatically play a prerecorded announcement
following a successful media connection to the agent device. Agent Greeting is audible for the agent and the
customer.
The process of recording a greeting is similar to recording a message for voicemail. Depending on how your
contact center is set up, you can record different greetings that play for different types of callers (for example,
an English greeting for English speakers or an Italian greeting for Italian speakers).
By default, agent greeting is enabled when you log in to your agent desktop but you can turn it off and on as
necessary.

Agent Greeting Prerequisites

• Install Cisco Unified Contact Center Enterprise. See Cisco Unified Contact Center Enterprise Installation
and Upgrade Guide.
• Install Cisco Unified Customer Voice Portal. See Installation and Upgrade Guide for Cisco Unified
Customer Voice Portal .
• Ensure that you enable Built In Bridge. To view the details, see Configure Built In Bridge, on page 119.

Agent Greeting Configuration Task Flow

Agent Greeting configuration tasks are completed in Cisco Unified Contact Center Enterprise (Unified CCE)
and Cisco Unified Customer Voice Portal (Unified CVP). To view detailed steps for the following tasks, see
the Agent Greeting section in the Cisco Unified Contact Center Enterprise Features Guide.

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Agent Greeting Configuration Task Flow

Before you begin

• Review Agent Greeting Prerequisites, on page 117

Procedure

Command or Action Purpose

Step 1 Configure a media server for Agent Greeting. Agent Greeting uses the Unified CVP media
server to store and serve prompt and greeting
• Configure a server to act as a media
files.
server.
• Add the media server in Unified CVP.
• Configure the media server to write files.

Step 2 Republish .tcl scripts to Voice Extensible The .tcl script files that ship with Unified CVP
Markup Language (VXML) Gateway. Release 9.0(1) include updates to support
Agent Greeting. You must republish these
updated files to your VXML Gateway.
Republishing scripts to the VXML Gateways
is a standard task in Unified CVP upgrades. If
you did not upgrade Unified CVP and
republish the scripts, you must republish the
scripts before you can use Agent Greeting.

Step 3 Set the cache size on the VXML Gateway. To ensure adequate performance, set the size
of the cache on the VXML Gateway to the
maximum allowed. The maximum size is 100
megabytes; the default is 15 kilobytes. Failure
to set the VXML Gateway cache to its
maximum can result in slowed performance
to increased traffic to the media server.
Step 4 Create voice prompts to record greetings. Create audio files for each of the voice prompts
that agents hear as they record a greeting.
Step 5 Configure call types. Complete to record and play agent greetings.

Step 6 Configure a dialed number. Complete to record and play agent greetings.

Step 7 Schedule the script.

Step 8 Define network VRU scripts. For Agent Greeting record and play scripts to
interact with Unified CVP, Network VRU
scripts are required.
Step 9 (Optional) Import sample Agent Greeting
scripts.
Step 10 Modify the Unified CCE call routing scripts. Modify the Unified CCE call routing scripts
to use the Play Agent Greeting script.

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Configure Built In Bridge

Configure Built In Bridge

The Built in Bridge field setting in the Phone Configuration window for an individual phone overrides the
setting for the Builtin Bridge Enable clusterwide service parameter.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find to select the agent phone.
Step 3 From the Built in Bridge drop-down list, choose one of the following options:
• On—The Built in Bridge is enabled.
• Off—The Built in Bridge is disabled.
• Default—The setting of the clusterwide Builtin Bridge Enable service parameter is used.

Step 4 Click Save.

Agent Greeting Troubleshooting

For information about how to troubleshoot Agent Greeting issues, see “Troubleshooting Agent Greeting”
chapter in the Agent Greeting and Whisper Announcement Feature Guide for Cisco Unified Contact Center
Enterprise guide.

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 CHAPTER 12
Auto-Attendant
• Auto-Attendant Overview, on page 121
• Cisco Unity Connection Configuration, on page 122
• Cisco Unified CCX Configuration, on page 126
• Cisco Unity Express Configuration, on page 128

Auto-Attendant Overview
Auto-Attendant allows callers to locate people in your organization without talking to a receptionist. You can
customize the prompts that are played for the caller.
Auto-Attendant works with Unified Communications Manager to receive calls on specific telephone extensions.
The software interacts with the caller and allows the caller to search for and select the extension of the party
(in your organization) that the caller is trying to reach.
Auto-Attendant provides the following functions:
• Answers a call
• Plays a user-configurable welcome prompt
• Plays a main menu prompt that asks the caller to perform one of three actions:
• Press 0 for the operator
• Press 1 to enter an extension number
• Press 2 to spell by name
If the caller chooses to spell by name (by pressing 2), the system compares the letters that are entered
with the names that are configured to the available extensions. One of the following results can
occur:
• If a match exists, the system announces a transfer to the matched user and waits for up to 2
seconds for the caller to press any Dual Tone Multifrequency (DTMF) key to stop the transfer.
If the caller does not stop the transfer, the system performs an explicit confirmation: it prompts
the user for confirmation of the name and transfers the call to the primary extension of that
user.
• If more than one match occurs, the system prompts the caller to choose the correct extension.
• If too many matches occur, the system prompts the caller to enter more characters.

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Cisco Unity Connection Configuration

• If no match occurs, that is, if the user presses wrong options, the system prompts that the user
pressed the wrong options and prompts the user to press the correct options.

• When the caller specifies the destination, the system transfers the call.
• If the line is busy or not in service, the system informs the caller accordingly and replays the main menu
prompt.

Auto-Attendant solution can be deployed in three different ways as follows using different Cisco products
that can provide interactive voice response functionality.
• Auto-Attendant using Cisco Unity Connection (CUC); the most widely used Auto-Attendant solution
configuration by customers
• Auto-Attendant using Cisco Unified Contact Center Express (Unified CCX)
• Auto-Attendant using Cisco Unity Express (CUE)

Cisco Unity Connection Configuration

The Cisco Unity Connection server provides Automated-Attendant functionality for both external and internal
callers. An Auto-Attendant allows callers to be automatically transferred to an extension without the intervention
of an operator or receptionist.
Auto-Attendants offer a menu system; it may also allow a caller to reach a live operator by dialing a number,
usually “0”. Multiple Auto-Attendants may be implemented to support individual site locations. Within Cisco
Unity Connection, an Auto-Attendant is a customized application tree structure that is built by creating and
linking multiple Call Handlers together. The Auto-Attendant is defined by entry and exit points, and intermediate
routing decisions based on the callers DTMF input choices.
For more information about Auto-Attendant default behavior and examples, see System Administration Guide
for Cisco Unity Connection.

Cisco Unity Connection Configuration Task Flow

You can use this task flow to configure auto-attendant using Cisco Unity Connection:

Procedure

Command or Action Purpose

Step 1 Configure CTI Route Point, on page 123 Perform this task on the Cisco Unified CM
Administration. Create a CTI Route Point which
maps to the Direct-Inward Dial (DID) number
of the company (board number).
Step 2 Configure Auto-Attendant System Call Handler, Call handlers answer calls, greet callers with
on page 124 recorded prompts, provide callers with
information and options, route calls, and take
messages.

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Command or Action Purpose

Note You can customize the greeting for
the AutoAttendant Call Handler by
choosing Edit > Greetings. For
more information about customizing
greetings, see System Administration
Guide for Cisco Unity Connection.

Step 3 Configure Caller Input Option, on page 124 Caller input option enables you to designate a
single digit to represent a user extension,
alternate contact number, call handler, interview
handler, or directory handler. The caller presses
a single key during a call handler greeting
instead of entering the full extension, and Cisco
Unity Connection responds accordingly. Several
different keys configured as caller input options
offers the callers a menu of choices in the call
handler greeting.
Step 4 Configure Extension for Operator Call Handler, Configure an extension for the operator to allow
on page 125 callers to speak to an operator during a call
handler greeting.
Step 5 Modify Standard Call Transfer Rule for Modify the Standard Call Transfer Rule to
Operator, on page 125 enable the call to be transferred to the operator
when the caller presses 0 to speak to an
operator.
Step 6 Update Default System Transfer Restriction Update the Default System Transfer restriction
Table, on page 125 table. The Default System Transfer restriction
table restricts numbers that can be used for
Caller system transfers, which allow
unidentified callers to transfer to a number that
they specify.

Configure CTI Route Point

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > CTI Route Point.
Step 2 Click Add New.
Step 3 In the Device Name field, enter a device name for the route point.
Step 4 From the Device Pool drop-down list, choose Default.
Step 5 Click Save.
The Add successful message is displayed.
Step 6 From the Association area, click Line [1] - Add a new DN.
The Directory Number Configuration window is displayed.
Step 7 In the Directory Number field, enter the directory number that matches with the DID of the company.
Step 8 From the Route Partition drop-down list, choose the required route partition.

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Step 9 From the Call Forward and Call Pickup Settings area, for Forward All, choose the appropriate calling
search space and check the Voice Mail check box.
Step 10 Click Save.

Configure Auto-Attendant System Call Handler

Procedure

Step 1 From Cisco Unity Connection Administration, from the Cisco Unity Connection tree on the left, navigate to
Call Management and choose System Call Handlers.
Step 2 Click Add New.
The New Call Handler window is displayed.
Step 3 In the Display Name field, enter AutoAttendant.
Step 4 In the Extension field, enter the same extension that you provided for the CTI Route Point.
Step 5 Click Save.
The Edit Call Handler Basics (AutoAttendant) window is displayed.
Step 6 Edit the required fields and click Save.

Configure Caller Input Option

Procedure

Step 1 From Cisco Unity Connection Administration, from the Cisco Unity Connection tree on the left, navigate to
Call Management and choose System Call Handlers.
Step 2 Click AutoAttendant.
The Edit Call Handler Basics (AutoAttendant) window is displayed.
Step 3 Choose Edit > Caller Inputs.
The Caller Input window is displayed.
Step 4 In the Key column, click 0.
The Edit Caller Input (0) window is displayed.
Step 5 Click the Call Handler radio button, choose Operator from the drop-down list, and click the Attempt
Transfer radio button.
Step 6 Click Save.
The Updated Caller Input status message is displayed.
Step 7 Choose Edit > Caller Inputs.
The Caller Input window is displayed.
Step 8 In the Key column, click 1.
The Edit Caller Input (0) window is displayed.
Step 9 In the Conversation radio button, choose Caller System Transfer from the drop-down list.
Step 10 Click Save.

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The Updated Caller Input status message is displayed.

Configure Extension for Operator Call Handler

Procedure

Step 1 From Cisco Unity Connection Administration, from the Cisco Unity Connection tree on the left, navigate to
Call Management and choose System Call Handlers.
Step 2 Click Operator.
The Edit Call Handler Basics (Operator) window is displayed.
Step 3 Enter the extension of the operator in the Extension field and click Save.
The Updated Caller Input status message is displayed.

Modify Standard Call Transfer Rule for Operator

Procedure

Step 1 From Cisco Unity Connection Administration, from the Cisco Unity Connection tree on the left, navigate to
Call Management and choose System Call Handlers.
Step 2 Click Operator.
The Edit Call Handler Basics (Operator) window is displayed.
Step 3 From the Edit menu, choose Transfer Rules.
The Transfer Rules window is displayed.
Step 4 Click Standard.
The Edit Transfer Rule (Standard) window is displayed.
Step 5 In the Transfer Calls to option, click the Extension radio button and enter the configured operator extension
number.
Step 6 Click Save.

Update Default System Transfer Restriction Table

Procedure

Step 1 From Cisco Unity Connection Administration, from the Cisco Unity Connection tree on the left, navigate to
System Settings and choose Restriction Tables.
Step 2 Click Default System Transfer.
The Edit Restriction Table Basics (Default System Transfer) window is displayed.
Step 3 Uncheck the check box in the Blocked column for 6 in the Order column.

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Cisco Unity Connection Auto-Attendant Troubleshooting

Step 4 Click Save.

Cisco Unity Connection Auto-Attendant Troubleshooting

For information about troubleshooting Auto-Attendant using Cisco Unity Connection, see the following:
• http://www.cisco.com/c/en/us/support/docs/voice-unified-communications/
unified-communications-manager-callmanager/107517-calltrf.html
• http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/8x/troubleshooting/guide/8xcuctsgx/
8xcuctsg110.html
• http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/8x/troubleshooting/guide/8xcuctsgx/
8xcuctsg040.html
• http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/8x/troubleshooting/guide/8xcuctsgx/
8xcuctsg180.html

Cisco Unified CCX Configuration

Auto-Attendant comes standard with the five-seat bundle of Cisco Unified Contact Center Express (Unified
CCX).

Note For information about the supported versions of Cisco Unified CCX with Unified Communications Manager,
see Cisco Collaboration Systems Release Summary Matrix for IP Telephony.

For information about getting started with scripts, see the Cisco Unified Contact Center Express Getting
Started with Scripts.

Cisco Unified CCX Prerequisites

• Install and configure Cisco Unified CCX before you can use Auto-Attendant. Cisco Unified CCX controls
the software and its connection to the telephony system.
• Configure users on Unified Communications Manager.

Cisco Unified CCX Auto-Attendant Task Flow

Auto-Attendant configuration tasks are completed in Cisco Unified Contact Center Express (Unified CCX).
To view detailed steps for the following tasks, see Cisco Unified CCX Administration Guide and the Cisco
Unified Contact Center Express Getting Started with Scripts respectively.

Before you begin

• Learn more about the Auto-Attendant feature by reviewing Auto-Attendant Overview, on page 121.

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Cisco Unified CCX Auto-Attendant Task Flow

• Learn more about Cisco UCCX with Auto-Attendant functionality by reviewing Cisco Unified CCX
Configuration, on page 126
• Review Cisco Unified CCX Prerequisites, on page 126.

Procedure

Command or Action Purpose

Step 1 Configure Unified CM Telephony call control The Unified CCX system uses Unified CM
groups. Telephony call control groups to pool together
a series of CTI ports, which the system uses to
serve calls as they arrive or depart from the
Unified CCX server.

Step 2 Add a Cisco Media Termination (CMT) dialog The Cisco Media subsystem is a subsystem of
control group. the Unified CCX Engine. The Cisco Media
subsystem manages the CMT media resource.
CMT channels are required for Unified CCX
to be able to play or record media.
The Cisco Media subsystem uses dialog groups
to organize and share resources among
applications. A dialog group is a pool of dialog
channels in which each channel is used to
perform dialog interactions with a caller, during
which the caller responds to automated prompts
by pressing buttons on a touch-tone phone.
Caution All media termination strings begin
with “auto” and contain the same ID
as the call control group—not the
CMT dialog group. Perform this
procedure if the default media
termination is configured and the ID
differs.

Step 3 Configure a Cisco script application. The Unified CCX script applications are
applications that are based on scripts created in
the Unified CCX Editor. These applications
come with every Unified CCX system and
executes scripts that are created in the Unified
CCX Editor.
Step 4 Provision a Unified CM Telephony trigger. A Unified CM Telephony trigger responds to
calls that arrive on a specific route point by
selecting telephony and media resources to
serve the call and invoking an application script
to handle the call.

Step 5 Customize Auto-Attendant. The Cisco Unified CCX Administration page

allows you to modify any existing
• Modify an existing Auto-Attendant
Auto-Attendant instance as necessary.
instance

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Command or Action Purpose

• Configure the Auto-Attendant prompts Cisco Unified CCX allows you to customize
the Auto-Attendant prompts from the Cisco
Unified CCX Administration Media
Configuration window. It allows you to record
the welcome prompt, configure the welcome
prompt, and upload a spoken name.

Cisco Unified CCX Auto-Attendant Troubleshooting

For information about troubleshooting Auto-Attendant using Cisco Unified CCX, see http://docwiki.cisco.com/
wiki/List_of_Troubleshooting_Tips_for_Unified_CCX_7.0#Cisco_Unified_Communications_Manager_
Automated_Attendant (applicable only for Windows version).

Cisco Unity Express Configuration

For information about Auto-Attendant Configuration using Cisco Unity Express, see the “Configuring Auto
Attendants” chapter in Cisco Unity Express VoiceMail and Auto Attendant CLI Administrator Guide for 3.0
and Later Versions.
For information about deploying a sample Auto-Attendant script, see “Deployment of sample script aa.aef”
chapter in the Getting Started with Cisco Unified IP IVR.
For information about an Auto-Attendant example, see “Auto Attendant Script Example” chapter in the Cisco
Unity Express Guide to Writing and Editing Scripts for 7.0 and Later Versions.
For information about Auto-Attendant design considerations, see “Auto Attendant Design Considerations”
chapter in the Cisco Unity Express Design Guide.

Cisco Unity Express Auto-Attendant Troubleshooting

For information about Auto-Attendant troubleshooting using Cisco Unity Connection, see the “Troubleshooting
Cisco Unity Express Automated Attendant” in Excerpts from Cisco IP Communications Express: CallManager
Express with Cisco Unity Express.

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Manager Assistant
• Cisco Unified Communications Manager Assistant Overview, on page 129
• Manager Assistant Prerequisites, on page 131
• Manager Assistant Task Flow for Proxy Lines, on page 131
• Manager Assistant Task Flow for Shared Lines, on page 142
• Manager Assistant Interactions, on page 160
• Manager Assistant Restrictions, on page 162
• Cisco Unified Communications Manager Assistant Troubleshooting , on page 163

Cisco Unified Communications Manager Assistant Overview

The Unified Communications Manager Assistant feature is a plug-in that an assistant can use to handle calls
on behalf of a manager, intercept manager calls, and route them appropriately.
Manager Assistant supports up to 3500 managers and 3500 assistants. To accommodate this number of users,
you can configure up to three Manager Assistant applications in one Unified Communications Manager cluster
and assign managers and assistants to each instance of the application.
Manager Assistant supports shared line support and proxy line support.

Manager Assistant Architecture

The Manager Assistant architecture comprises the following:
• Cisco IP Manager Assistant service—After you install Unified Communications Manager, activate
this service from the Cisco Unified Serviceability interface.
• Assistant Console interface—Allows assistants to access the Manager Assistant features on their
computer to handle calls for managers. The Manager Assistant handles calls for an assistant and for as
many as 33 managers.
• Cisco Unified IP Phone interface: Managers and assistants use softkeys and the Cisco Unified IP Phone
Services button to access the Manager Assistant features.

For more information, see chapter Manager Assistant, in Feature Configuration Guide for Cisco Unified
Communications Manager.

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Manager Assistant Database Access Architecture

The database stores all Manager Assistant configuration information. When the manager or assistant logs in,
the Cisco IP Manager Assistant service retrieves all data that is related to the manager or assistant from the
database and stores it in memory. The database includes two interfaces:
• Manager interface—The manager phone makes available the manager features except Manager
Configuration. Manager Assistant automatically logs in a manager in to the Cisco IP Manager Assistant
service when the Cisco IP Manager Assistant service starts.

Note Managers also have access to Unified Communications Manager features such
as Do Not Disturb and Immediate Divert.

• Assistant interface—The assistant accesses the Manager Assistant features by using the Assistant
Console application and the Cisco Unified IP Phone. The Assistant Console, an application, provides
call-control functions such as answer, divert, transfer, and hold. The assistant uses the Assistant Console
to log in and log out, to set up assistant preferences, and to display the Manager Configuration window
that is used to configure manager preferences.

For more information, see chapter Manager Assistant, in Feature Configuration Guide for Cisco Unified
Communications Manager.

Softkeys
Manager Assistant supports the following softkeys:
• Redirect
• Transfer to VoiceMail
• Do Not Disturb

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
• Standard User—The system makes call-processing (such as Hold and Dial) softkeys available with the
Standard User template.

Manager Assistant Shared Line Overview

When you configure Manager Assistant in shared line mode, the manager and assistant share a directory
number, for example, 8001. The assistant handles calls for a manager on the shared directory number. When
a manager receives a call on 8001, both the manager phone and the assistant phone ring.
The Manager Assistant features that do not apply to shared line mode include Default Assistant Selection,
Assistant Watch, Call Filtering, and Divert All Calls. An assistant cannot see or access these features on the
Assistant Console application.

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Manager Assistant Proxy Line Overview

When you configure Manager Assistant in proxy line mode, the assistant handles calls for a manager using a
proxy number. The proxy number is not the directory number for the manager, but is an alternate number
chosen by the system that an assistant uses to handle manager calls. In proxy line mode, a manager and an
assistant have access to all features that are available in Manager Assistant, which include Default Assistant
Selection, Assistant Watch, Call Filtering, and Divert All Calls.

Manager Assistant Prerequisites

• The user should install JRE on 32 or 64-bit Windows platform before the user upgrades the Manager
Assistant client to a newer version for Releases 11.5(1)SU9 and 12.0(1)SU4 onwards.

Note Before you perform the upgrade, ensure that you uninstall the Cisco Unified
Communications Manager Assistant client that is currently installed on your
machine.

• Manager Assistant supports the following browsers and platform:

• Unified Communications Manager Assistant Administration and the Assistant Console are supported
on Internet Explorer 11 with Windows 10 (64 bit) or later, Firefox with Windows 10 (64 bit) or
later, and Safari with MacOS (10.x) or later.
• On a computer running Windows 10 or Apple MAC OS X, customers can open one of the browsers
specified above.

• To display Manager Assistant features in other languages, install the locale installer before you configure
the Manager Assistant.
• The Assistant Console application is supported on computers that run Windows 10, or later.
• You must configure the phones and users, and associated the devices to the users. In addition, for shared
line appearances between managers and assistants, you must configure the same directory number on
the manager primary line and assistant secondary line.
• To add managers and assistants in bulk, install the Cisco Unified Communications Manager Bulk
Administration Tool. For more information, see the Bulk Administration Guide.

Manager Assistant Task Flow for Proxy Lines

Before you begin
• Review Manager Assistant Prerequisites, on page 131.

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Procedure

Command or Action Purpose

Step 1 Run the Cisco Unified CM Assistant
Configuration Wizard, on page 132
Step 2 Configure Manager And Assign Assistant For
Proxy Line, on page 139
Step 3 Configure Assistant Line Appearances for
Proxy Line, on page 141
Step 4 Install Assistant Console Plugin, on page 159 The assistant accesses the Unified
Communications Manager Assistant features
by using the Assistant Console application and
the Cisco Unified IP Phone. The Assistant
Console provides call-control functions such as
answer, divert, transfer, and hold.
Step 5 Configure the manager and Assistant Console See Cisco Unified Communications Manager
applications. Assistant User Guide for Cisco Unified
Communications Manager.

Run the Cisco Unified CM Assistant Configuration Wizard

You can run the Cisco Unified CM Assistant Configuration Wizard to automatically create partitions, calling
search spaces, and route points. The wizard also creates Bulk Administration Tool (BAT) templates for the
manager phones, the assistant phones, and all other user phones. You can use the BAT templates to configure
the managers, assistants, and all other users. For more information about BAT, see Bulk Administration Guide
for Cisco Unified Communications Manager .

Before you begin

Ensure that the configuration wizard runs on the same server (the Unified Communications Manager server)
as the Bulk Administration Tool.

Procedure

Step 1 From Cisco Unified CM Administration, choose Application > Cisco Unified CM Assistant Configuration
Wizard.
Step 2 Click Next to begin the Cisco Unified CM Assistant Configuration wizard process.
Step 3 In the Partition for Managers window, enter a name, provide a description, and then click Next. Alternatively,
you can accept the default partition name and description.
Step 4 In the Partition for CTI Route Point window, enter a name, provide a description, and then click Next.
Alternatively, you can accept the default CTI route point name.
Step 5 In the Partition for All Users window, enter a name, provide a description and then click Next. Alternatively,
you can accept the default partition name and description for all users.
Step 6 In the Intercom Partition window, enter a name, provide a description, and then click Next. Alternatively,
you can accept the default intercom partition name.

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Step 7 In the Assistant Calling Search Space window, enter a name, and provide a description. Alternatively, you
can 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. You can accept the default values or you
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 8 Click Next.
Step 9 In the Everyone Calling Search Space window, enter a name, and provide a description. Alternatively, you
can accept the default calling search space name and description for everyone.
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. You can accept the default values or you
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 10 Click Next.
If you have existing calling search spaces that are configured on the system, the Existing Calling Search
Spaces window is displayed; otherwise, proceed to the next step.
Manager Assistant requires that the existing calling search spaces add the prefix Generated_Route Point
and Generated_Everyone partitions. The Available Calling Search Spaces and Selected Calling Search
Spaces 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.

Step 11 Click Next.

Step 12 In the CTI Route Point window, enter a name in the CTI route point name field; otherwise, use the default
CTI route point name.
Step 13 From the drop-down list, choose the appropriate device pool.
Step 14 Enter a route point directory number; otherwise, use the default route point directory number.
Step 15 From the drop-down list, choose the appropriate numbering plan and then click Next.
Step 16 In the Phone Services window, enter the primary phone service name; otherwise, use the default Phone
Service name.
Step 17 From the drop-down list, choose the primary Cisco Unified Communications Manager Assistant server or
enter a server name or IP address.
Step 18 Enter the secondary phone service name; otherwise, use the default phone service name.
Step 19 From the drop-down list, choose the secondary Cisco Unified Communications Manager Assistant server or
enter a server name or IP address and then click Next.
The Confirmation window is displayed. It provides all the information that you chose. If the information is
not correct, you can cancel the configuration process or return to the previous configuration windows.
Step 20 Click Finish.
Upon completion, a final status window is displayed.
Any errors that the configuration wizard generates is sent to a trace file. Access this file by using the following
CLI command: file get activelog tomcat/logs/ccmadmin/log4j

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What to do next
The Cisco Unified CM Assistant Configuration Wizard only creates the Cisco IP Manager Assistant service
parameters. You must enter the remaining service parameters manually. For service parameter information,
see Manager Assistant Service Parameters for Proxy Line, on page 134.

Manager Assistant Service Parameters for Proxy Line

From Cisco Unified CM Administration, choose System > Service Parameters. Choose the server on which
the Cisco IP Manager Assistant service is active and click ? for detailed descriptions.

Setting Description

Cisco IP Manager Assistant (Active) Parameters

CTIManager (Primary) IP Address This parameter specifies the IP address of the primary
CTIManager that this Cisco IPMA server uses to
process calls.
No default value.

CTIManager (Backup) IP Address This parameter specifies the IP address of the backup
CTIManager that this Cisco IPMA server uses to
process calls when primary CTIManager is down.
No default value.

Route Point Device Name for Proxy Mode This parameter specifies the device name of the CTI
route point that this Cisco IPMA server uses to
intercept all calls to managers' primary lines for
intelligent call routing.
Cisco recommends that you use same CTI route point
device for all servers running the IPMA service. You
must configure the CTI route point device name if
any manager or assistant will be configured to use
proxy mode.

CAPF Profile Instance Id for Secure Connection to This service parameter specifies the Instance ID of
CTIManager the Application CAPF Profile for the application user
IPMASecureSysUser that this Manager Assistant
will use to open a secure connection to CTIManager.
Configure this parameter if CTIManager Connection
Security Flag is enabled.

Clusterwide Parameters (Parameters that apply to all servers)

Important Click Advanced to view the hidden parameters.

Cisco IPMA Server (Primary) IP Address This parameter specifies the IP address of the primary
Cisco IPMA server.
No default value.

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Setting Description

Cisco IPMA Server (Backup) IP Address This parameter specifies the IP address of the backup
Cisco IPMA server. The backup server provides IPMA
service when the primary IPMA server fails.
No default value.

Cisco IPMA Server Port This parameter specifies the TCP/IP port on the Cisco
IPMA servers to which the IPMA Assistant Consoles
will open socket connections. You may change the
parameter if a port conflict exists.
Default value: 2912

Cisco IPMA Assistant Console Heartbeat Interval This parameter specifies the interval, in seconds, at
which the Cisco IPMA server sends keepalive
messages (commonly referred to as heartbeat) to the
IPMA Assistant Consoles. The IPMA Assistant
Consoles initiate failover when they fail to receive
heartbeat from the server before the time that is
specified in this parameter expires.
Default value: 30 seconds

Cisco IPMA Assistant Console Request Timeout This parameter specifies the time, in seconds, that the
IPMA Assistant Consoles wait to receive a response
from the Cisco IPMA server.
Default value: 30 seconds

Cisco IPMA RNA Forward Calls This parameter determines whether Cisco IPMA Ring
No Answer (RNA) forwarding is enabled. Valid
values are True (Cisco IPMA forwards unanswered
calls to next available assistant) or False (Cisco IPMA
does not forward calls).
This parameter works in conjunction with the Cisco
IPMA RNA Timeout parameter; calls are forwarded
after the time that is specified in the Cisco IPMA
RNA Timeout parameter. If a voicemail profile is
specified for the line, unanswered calls that cannot be
forwarded to an assistant are sent to voicemail when
this timer expires.
Default value: False

Alpha Numeric UserID This parameter determines whether Cisco IPMA

Assistant Phone uses an alphanumeric user ID or a
numeric user ID.
Default value: True

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Setting Description

Cisco IPMA RNA Timeout This parameter specifies the time, in seconds, that the
Cisco IPMA server waits before forwarding an
unanswered call to the next available assistant. This
parameter works in conjunction with the Cisco IPMA
RNA Forward Calls parameter; forwarding occurs
only if the Cisco IPMA RNA Forward Calls
parameter is set to True.
Default value: 10 seconds

CTIManager Connection Security Flag This parameter determines whether security for the
Cisco IP Manager Assistant service CTIManager
connection is enabled. If it is enabled, Cisco IPMA
opens a secure connection to CTIManager using the
CAPF profile that is configured for the instance ID
(as specified in the CAPF Profile Instance ID for
Secure Connection to CTIManager service
parameter) for the application user
IPMASecureSysUser.
Default value: Non Secure
To enable security, you must select an instance ID in
the CAPF Profile Instance ID for Secure
Connection to CTIManager service parameter.

Redirect call to Manager upon failure to reach This parameter determines whether the Cisco Unified
Assistant IP Manager Assistant application redirects the call
back to the intended manager if the call fails to reach
the selected proxy assistant.
Default value: False

Advanced Clusterwide parameters

Important Configure unique IP addresses for each pool so that the same Cisco IPMA server IP address does
not appear in more than one pool.

Enable Multiple Active Mode This parameter determines whether multiple instances
of the Cisco IP Manager Assistant service must be
run for scalability. If it is enabled, Cisco IPMA can
run on the other nodes as configured in the Pool 2 and
Pool 3 parameters.
To enable multiple active mode, you must enter the
IP addresses of the nodes on which you want to run
the additional instances of Cisco IPMA. Configure
the Cisco IP Manager Assistant service parameters
on those nodes.
Default value: False

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Setting Description

Pool 2: Cisco IPMA Server (Primary) IP Address If multiple active mode is enabled, this parameter
specifies the IP address of the primary Cisco IPMA
server of the second instance of Cisco IPMA.
Configure the Cisco IP Manager Assistant service
parameters on this node.

Pool 2: Cisco IPMA Server (Backup) IP Address If multiple active mode is enabled, this parameter
specifies the IP address of the backup Cisco IPMA
server of the second instance of Cisco IPMA. The
backup server provides IPMA service when the
primary IPMA server fails.
Configure the Cisco IP Manager Assistant service
parameters on this node.

Pool 3: Cisco IPMA Server (Primary) IP Address If multiple active mode is enabled, this parameter
specifies the IP address of the primary Cisco IPMA
server of the third instance of Cisco IPMA.
Configure the Cisco IP Manager Assistant service
parameters on this node.

Pool 3: Cisco IPMA Server (Backup) IP Address If multiple active mode is enabled, this parameter
specifies the IP address of the primary Cisco IPMA
server of the third instance of Cisco IPMA. The
backup server provides IPMA service when the
primary IPMA server fails.
Configure the Cisco IP Manager Assistant service
parameters on this node.

Clusterwide Parameters (Softkey Templates)

Important Configure these parameters if you want to use the Manager Assistant automatic configuration for
managers and assistants.

Assistant Softkey Template This parameter specifies the assistant softkey template
that is assigned to assistant devices during Automatic
Configuration. The value that is specified in this
parameter is used when the Automatic Configuration
check box is checked on the Cisco IPMA Assistant
Configuration page.

Manager Softkey Template for Proxy Mode This parameter specifies the manager softkey template
for proxy mode that is assigned to manager devices
during Automatic Configuration. This parameter
applies only for managers that use proxy mode.

Clusterwide Parameters (IPMA Device Configuration Defaults for Proxy Mode)

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Setting Description

Manager Partition This parameter defines the partition that is assigned

to manager lines that IPMA handles on manager
devices during Automatic Configuration. Make sure
the partition you want to use has already been added
to Cisco Unified CM Administration. If the Cisco
IPMA Configuration Wizard is run, it will populate
this value. This parameter applies only for managers
that use proxy mode.

All User Partition This parameter specifies the partition that is

configured on all proxy lines and the intercom line
on assistant devices, as well as the intercom line on
manager devices, during Automatic Configuration.
Make sure the partition you want to use has already
been added to Cisco Unified CM Administration. If
the Cisco IPMA Configuration Wizard is run, it
will populate this value. This parameter applies only
for managers or assistants that use proxy mode.

IPMA Calling Search Space This parameter specifies the calling search space that
is configured for manager lines on manager devices
that IPMA handles and the intercom line, as well as
the assistant intercom line on assistant devices during
Automatic Configuration. Make sure the calling search
space you want to use has already been added to Cisco
Unified CM Administration. If Cisco IPMA
Configuration Wizard is run, it will populate this
value. This parameter applies only for managers or
assistants that use proxy mode.

Manager Calling Search Space This parameter defines the manager calling search
space that is configured on proxy lines on assistant
devices during Automatic Configuration. This calling
search space must be a calling search space that
already exists in the system. If Cisco IPMA
Configuration Wizard is run, it will populate this
value. This parameter applies only for assistants that
use proxy mode.

Cisco IPMA Primary Phone Service This parameter defines the IP phone service to which
manager/assistant devices will be subscribed during
Automatic Configuration. If Cisco IPMA
Configuration Wizard is run, it will populate this
value. This parameter applies only for managers or
assistants that use proxy mode.

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Setting Description

Cisco IPMA Secondary Phone Service This parameter defines the secondary IP phone service
to which manager or assistant devices will be
subscribed during Automatic Configuration. If Cisco
IPMA Configuration Wizard is run, it will populate
this value. This parameter applies only for managers
or assistants that use proxy mode.

Clusterwide Parameters (Proxy Directory Number Range for Proxy Mode)

Starting Directory Number This parameter specifies the starting directory number
that is used as the starting number for automatic
generation of proxy directory numbers during IPMA
assistant configuration. After an auto-generated proxy
line number is used for an assistant, the next number
will be generated for the next assistant, and so on.
This parameter applies only for assistants that use
proxy mode.

Ending Directory Number This parameter specifies the ending directory number
for automatic generation of proxy directory numbers
during IPMA assistant configuration. Configuration
will stop at this number. This parameter applies only
for assistants that use proxy mode.

Clusterwide Parameters (Proxy Directory Number Range for Proxy Mode)

Number of Characters to be Stripped from Manager This parameter specifies the number of characters to
DN be stripped from the manager directory number (DN)
in the process of generating the proxy DN. Generating
a proxy DN may involve stripping some number of
digits and adding a prefix. Digits are stripped starting
from the left. This parameter applies only for
assistants that use proxy mode.

Prefix for Manager DN This parameter specifies the prefix to be added to a

manager DN in the process of generating the proxy
DN. Generating a proxy DN may involve some
stripping of digits and adding a prefix. This parameter
applies only for assistants that use proxy mode.

Configure Manager And Assign Assistant For Proxy Line

For information about configuring a new user and associating a device to the user, see Administration Guide
for Cisco Unified Communications Manager.

Note Make sure you configure manager information before you configure assistant information for an assistant.

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Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > End User.
Step 2 Click Find.
The search result displays all the end users that are configured in Unified Communications Manager.
Step 3 From the Related Links drop-down list, choose Manager Configuration and click Go.
Tip To view existing assistant configuration information, click the assistant name in the Associated
Assistants list and click View Details. The Cisco Unified CM Assistant - Assistant Configuration
window is displayed. To return to the manager configuration information, click the manager name
in the Associated Managers list and click View Details.
The Cisco Unified CM Assistant - Manager Configuration window is displayed.
Step 4 From the Device Name/Profile drop-down list, choose the device name or device profile to associate a device
name or device profile with a manager. For more information about Extension Mobility with Manager Assistant,
see Manager Assistant Interactions, on page 160.
Note If the manager telecommutes, click the Mobile Manager check box and optionally choose a device
profile from the Device Name/Profile drop-down list. After you choose a device profile, the manager
must log in to the phone by using extension mobility before accessing Manager Assistant.

Step 5 From the Intercom Line drop-down list, choose the intercom line appearance for the manager, if applicable.
Note The chosen intercom line applies to the Manager Assistant and Unified Communications Manager
intercom features.

Step 6 From the Assistant Pool drop-down list, choose the appropriate pool number (1 to 3).
Step 7 From the Available Lines selection box, choose a line that you want Manager Assistant to control and click
the down arrow to make the line display in the Selected Lines selection box. Configure up to five Manager
Assistant—controlled lines.
Tip To remove a line from the Selected Lines selection box and from Manager Assistant control, click
the up arrow.

Step 8 Check the Automatic Configuration check box to automatically configure the softkey template, subscribe
to the Manager Assistant phone service, calling search space, and partition for 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.
Note Automatic Configuration for intercom applies only when using the Manager Assistant intercom
feature for the Cisco Unified IP Phones 7940 and 7960.

Step 9 Click Save.

If you checked the Automatic Configuration check box and the service parameters are invalid, a message
displays. Ensure that the service parameters are valid. 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.

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Configure Assistant Line Appearances for Proxy Line

A proxy line specifies a phone line that appears on the assistant Cisco Unified IP Phone. Manager Assistant
uses proxy lines to manage calls that are intended for a manager. The administrators can manually configure
a line on the assistant phone to serve as the proxy line, or you can enable the Automatic Configuration check
box to generate a DN and to add the line to the assistant phone.

Note 1. Make sure that you configure manager information and assign an assistant to the manager before you
configure assistant information for an assistant.
2. If you want to automatically configure proxy line on the assistant phone, configure the service parameters
in Proxy Directory Number Range and Proxy Directory Number Prefix sections.

Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > End User.
Step 2 Click Find.
Step 3 Click on the user name to display user information for the chosen assistant
The End User Configuration window is displayed.
Step 4 From the Related Links drop-down list, choose Assistant Configuration and click Go.
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. In addition, the system also sets Auto Answer with Speakerphone for intercom line.
The Assistant Configuration window is displayed.
Step 5 From the Device Name drop-down list, choose the device name to associate with the assistant.
Step 6 From the Intercom Line drop-down list, choose the incoming intercom line appearance for the assistant.
Step 7 From the Primary Line drop-down list, choose the primary line for the assistant.
Step 8 To associate the manager line to the assistant line, perform the following steps from the Manager Association
to Assistant Line selection box:
a) From the Available Lines drop-down list, choose the assistant line that will be associated with the manager
line.
b) From the Manager Names drop-down list, choose the preconfigured manager name for whom this proxy
line will apply.
c) From the Manager Lines drop-down list, choose the manager line for which this proxy line will apply.
Step 9 Click Save.
The update takes effect immediately. If you chose Automatic Configuration, the assistant device automatically
resets.

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Manager Assistant Task Flow for Shared Lines

Manager Assistant Task Flow for Shared Lines

Before you begin
• Review Manager Assistant Prerequisites, on page 131.

Procedure

Command or Action Purpose

Step 1 Configure Partitions for Manager Assistant Configure a partition for lines that is used by
Shared Line Support, on page 143 Manager Assistant.
Step 2 Configure Calling Search Spaces for Manager Configure calling search spaces for manager
Assistant Shared Line Support, on page 144 and assistant lines.
Step 3 Configure Cisco IP Manager Assistant Service Configure these parameters to use automatic
Parameters, on page 145 configuration for managers and assistants.
Step 4 Configure Intercom Settings
• Configure an Intercom Partition, on page
146
• Configure an Intercom Calling Search
Space, on page 285
• Configure an Intercom Directory Number,
on page 286
• Configure an Intercom Translation
Pattern, on page 286

Step 5 Configure Multiple Manager Assistant Pool, Configure multiple pools if you need to support
on page 148 a large number of managers and assistants.
You can configure up to three active Cisco IP
Manager Assistant servers, with each
managing up to 2500 pairs of managers and
assistants.
Step 6 Configure Secure TLS Connection to CTI for Follow these procedures if your system is
Manager Assistant running in mixed mode.
• Configure IPMASecureSysUser
Application User, on page 149
• Configure CAPF Profile, on page 149
• Configure Cisco WebDialer Web Service
, on page 151

Step 7 Configure CTI Route Point, on page 152 Cisco Unified Communications Manager
Assistant requires creation of CTI route point
to intercept and route calls from managers.
Step 8 Configure IP Phone Services for Manager and
Assistant, on page 152

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Command or Action Purpose

Step 9 Configure Phone Button Templates for
Manager, Assistant, and Everyone, on page
155
Step 10 Configure Manager and Assign Assistant for
Shared Line Mode, on page 157
Step 11 Configure Assistant Line Appearances for
Shared Line, on page 158
Step 12 Install Assistant Console Plugin, on page 159 The assistant accesses the Cisco Unified
Communications Manager Assistant features
by using the Assistant Console application and
the Cisco Unified IP Phone. The Assistant
Console provides call-control functions such
as answer, divert, transfer, and hold.
Step 13 Configure the manager and assistant console See Cisco Unified Communications Manager
applications. Assistant User Guide for Cisco Unified
Communications Manager.

Configure Partitions for Manager Assistant Shared Line Support

You must create three partitions: Generated_Everyone, Generated_Managers, and Generated_Route_Point.

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Class of Control > Partition.
Step 2 Click Add New to create a new partition.
Step 3 In the Partition Name, Description field, enter a name for the partition that is unique to the route plan.
Partition names can contain alphanumeric characters, as well as spaces, hyphens (-), and underscore characters
(_). See the online help for guidelines about partition names.
Step 4 Enter a comma (,) after the partition name and enter a description of the partition on the same line.
The description can contain up to 50 characters in any language, but it cannot include double quotes ("),
percentage sign (%), ampersand (&), backslash (\), angle brackets (<>), or square brackets ([ ]).
If you do not enter a description, Cisco Unified Communications Manager automatically enters the partition
name in this field.
Step 5 To create multiple partitions, use one line for each partition entry.
Step 6 From the Time Schedule drop-down list, choose a time schedule to associate with this partition.
The time schedule specifies when the partition is available to receive incoming calls. If you choose None, the
partition remains active at all times.
Step 7 Select one of the following radio buttons to configure the Time Zone:
• Originating Device—When you select this radio button, the system compares the time zone of the calling
device to the Time Schedule to determine whether the partition is available is available to receive an
incoming call.

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• Specific Time Zone—After you select this radio button, choose a time zone from the drop-down list.
The system compares the chosen time zone to the Time Schedule to determine whether the partition is
available is available to receive an incoming call.

Step 8 Click Save.

Partition Name Guidelines for Manager Assistant Shared Line Support

The list of partitions in a calling search space is limited to a maximum of 1024 characters. This means that
the maximum number of partitions in a CSS varies depending on the length of the partition names. Use the
following table to determine the maximum number of partitions that you can add to a calling search space if
partition names are of fixed length.

Table 16: Partition Name Guidelines

Partition Name Length Maximum Number of Partitions

2 characters 340

3 characters 256

4 characters 204

5 characters 172

... ...

10 characters 92

15 characters 64

Configure Calling Search Spaces for Manager Assistant Shared Line Support
A calling search space is an ordered list of route partitions that are typically assigned to devices. Calling search
spaces determine the partitions that calling devices can search when they are attempting to complete a call.
You must create two calling search spaces: Generated_CSS_I_E and Generated_CSS_M_E.

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Class of Control > Calling Search Space.
Step 2 Click Add New.
Step 3 In the Name field, enter a name.
Ensure that each calling search space name is unique to the system. The name can include up to 50 alphanumeric
characters and can contain any combination of spaces, periods (.), hyphens (-), and underscore characters (_).

Step 4 In the Description field, enter a description.

The description can include up to 50 characters in any language, but it cannot include double-quotes ("),
percentage sign (%), ampersand (&), back-slash (\), or angle brackets (<>).

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Step 5 From the Available Partitions drop-down list, perform one of the following steps:
• For a single partition, select that partition.
• For multiple partitions, hold down the Control (CTRL) key, then select the appropriate partitions.

Step 6 Select the down arrow between the boxes to move the partitions to the Selected Partitions field.
Step 7 (Optional) Change the priority of selected partitions by using the arrow keys to the right of the Selected
Partitions box.
Step 8 Click Save.

Configure Cisco IP Manager Assistant Service Parameters

Configure Cisco IP Manager Assistant service parameters if you want to use the Manager Assistant automatic
configuration for managers and assistants. You must specify the cluster-wide parameters once for all Cisco
IP Manager Assistant services and general parameters for each Cisco IP Manager Assistant service that is
installed.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose the server on which the Cisco IP Manager Assistant service is active.
Step 3 From the Service drop-down list, choose Cisco IP Manager Assistant service.
The Service Parameter Configuration window, which lists the parameters, is displayed.
Step 4 Configure the Cisco IP Manager Assistant Parameters, Clusterwide Parameters (Parameters that apply
to all servers), and Clusterwide Parameters (Softkey Templates).
click ? for detailed descriptions.

Step 5 Click Save.

Configure Intercom Settings

Procedure

Command or Action Purpose

Step 1 Configure an Intercom Partition, on page 146
Step 2 Configure an Intercom Calling Search Space,
on page 146
Step 3 Configure an Intercom Directory Number, on
page 147
Step 4 Configure an Intercom Translation Pattern, on
page 147

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Configure an Intercom Partition

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Intercom > Intercom Route Partition.
The Find and List Intercom Partitions window appears.

Step 2 Click Add New.

An Add New Intercom Partition window appears.

Step 3 Under the Intercom Partition Information section, in the Name box, enter the name and description of the
intercom partition that you want to add.
Note To enter multiple partitions, use one line for each partition entry. You can enter up to 75 partitions;
the names and descriptions can have up to a total of 1475 characters. The partition name cannot
exceed 50 characters. Use a comma (,) to separate the partition name and description on each line.
If a description is not entered, Unified Communications Manager uses the partition name as the
description.

Step 4 Click Save.

Step 5 Locate the partition that you want to configure.
Intercom Partition Configuration window is displayed
Step 6 Configure the fields in the Intercom Partition Configuration field area. See the online help for more information
about the fields and their configuration options.
Step 7 Click Save.
The Intercom Partition Configuration window appears.

Step 8 Enter the appropriate settings. For detailed information about the Intercom Partition Configuration parameters,
see online help.
Step 9 Click Save.
Step 10 Click Apply Config.

Configure an Intercom Calling Search Space

Procedure

Step 1 In the menu bar, choose Call Routing > Intercom > Intercom Calling Search Space.
Step 2 Click the Add New.
Step 3 Configure the fields in the Intercom Calling Search Space field area. For more information on the fields and
their configuration options, see Online Help.
Step 4 Click Save.

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Configure an Intercom Directory Number

Procedure

Step 1 Choose Call Routing > Intercom > Intercom Directory Number.
The Find and List Intercom Directory Numbers window is displayed.

Step 2 To locate a specific intercom directory number, enter search criteria and click Find.
A list of intercom directory numbers that match the search criteria displayed.
Step 3 Perform one of the followings tasks:
a) To add an intercom directory number, click Add New.
b) To update an intercom directory number, click the intercom directory number to update.
The Intercom Directory Number Configuration window displayed.

Step 4 Configure the fields in the Intercom Directory Number Configuration field area. For more information on the
fields and their configuration options, see Online Help.
Step 5 Click Save.
Step 6 Click Apply Config.
Step 7 Click Reset Phone.
Step 8 Restart devices.
During the restart, the system may drop calls on gateways.

Configure an Intercom Translation Pattern

Procedure

Step 1 Choose Call Routing > Intercom > Intercom Translation Pattern.
The Find and List Intercom Translation Patterns window appears.

Step 2 Perform one of the followings tasks:

a) To copy an existing intercom translation pattern, locate the partition to configure, click Copy eside the
intercom translation pattern to copy.
b) To add a new intercom translation pattern, click the Add New.
Step 3 Configure the fields in the Intercom Translation Pattern Configuration field area. For more information on
the fields and their configuration options, see Online Help.
Step 4 Click Save.
Ensure that the intercom translation pattern that uses the selected partition, route filter, and numbering plan
combination is unique. if you receive an error that indicates duplicate entries, check the route pattern or hunt
pilot, translation pattern, directory number, call park number, call pickup number, or meet-me number
configuration windows.

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The Intercom Translation Pattern Configuration window displays the newly configured intercom translation
pattern.

What to do next
Refer to the Manager Assistant Task Flow for Shared Lines, on page 142 to determine the next task to complete.

Configure Multiple Manager Assistant Pool

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose the server on which the Cisco IP Manager Assistant service is active.
Step 3 From the Service drop-down list, choose the Cisco IP Manager Assistant service.
The Service Parameter Configuration window, which lists the parameters, is displayed.
Step 4 Click Advanced.
The advanced parameters for Clusterwide Parameters (Parameters that apply to all servers) are displayed.
Step 5 Configure the following parameters to add multiple manager assistant pools in Clusterwide Parameters
(Parameters that apply to all servers):
a) Enable Multiple Active Mode—The default is False. When this parameter is set to True, the administrator
can configure up to 7000 managers and assistants by using multiple pools.
b) Pool 2: Cisco IPMA Server (Primary) IP Address—No default. The administrator must manually enter
this IP address. Administrator can assign up to 2500 managers and assistants to this address.
c) Pool 2: Cisco IPMA Server (Backup) IP Address—No default. The administrator must manually enter
this IP address.
d) Pool 3: Cisco IPMA Server (Primary) IP Address—No default. The administrator must manually enter
this IP address and can assign up to 2500 managers and assistants to this address.
e) Pool 3: Cisco IPMA Server (Backup) IP Address—No default. The administrator must manually enter
this IP address.
click ? for detailed descriptions.
Step 6 Click Save.

What to do next
Refer to the Manager Assistant Task Flow for Shared Lines, on page 142 to determine the next task to complete.

Configure Secure TLS Connection to CTI for Manager Assistant

Manager Assistant uses WDSecureSysUser application user credentials to establish a secure TLS connection
to CTI to make calls.
To configure the WDSecureSysUser application user to establish a secure TLS connection, complete the
following tasks.

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Before you begin

• Install and configure the Cisco CTL Client.
For more information about CTL Client, see Security Guide for Cisco Unified Communications Manager.
• Verify that the Cluster Security Mode in the Enterprise Parameters Configuration window is 1
(mixed mode). Operating the system in mixed mode impacts other security functions in your system. If
your system is not currently running in mixed mode, do not switch to mixed mode until you understand
these interactions. For more information, see Security Guide for Cisco Unified Communications Manager.
• Verify that the Cluster SIPOAuth Mode field in the Enterprise Parameters Configuration window
is set to Enabled.
• Activate the Cisco Certificate Authority Proxy Function (CAPF) service on the first node.

Procedure

Command or Action Purpose

Step 1 Configure IPMASecureSysUser Application Configure IPMASecureSysUser Application
User, on page 149 User.
Step 2 Configure CAPF Profile, on page 149 Configure Certificate Authority Proxy Function
(CAPF) Profile for the IPMASecureSysUser
Application User.

Step 3 Configure Cisco WebDialer Web Service , on Configure service parameters for the Cisco IP
page 151 Manager Assistant service.

Configure IPMASecureSysUser Application User

Use this procedure to configure IPMASecureSysUser application user.

Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > Application User.
Step 2 Click Find.
Step 3 From the Find and List Application Users Application window, choose WDSecureSysUser.
Step 4 Configure the fields in the Application User Configuration window and click Save.

Configure CAPF Profile

Certificate Authority Proxy Function (CAPF) is a component that performs tasks to issue and authenticate
security certificates. When you create an application user CAPF profile, the profile uses the configuration
details to open secure connections for the application.

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Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > Application User CAPF Profile.
Step 2 Perform one of the following tasks:
• Click Add New in the Find window, to add a new CAPF profile.
• Click Copy for that record in the Copy column, to copy an existing profile, and locate the appropriate
profile.
To update an existing entry, locate and display the appropriate profile.
Step 3 Configure or update the relevant CAPF profile fields. See the Related Topics section information about the
fields and their configuration options.
Step 4 Click Save.
Step 5 Repeat the procedure for each application and end user that you want to use security.

CAPF Profile Settings

Setting Description

Application User From the drop-down list, choose the application user for the CAPF operation.
This setting displays configured application users.
This setting does not appear in the End User CAPF Profile window.

End User ID From the drop-down list, choose the end user for the CAPF operation. This setting
displays configured end users.
This setting does not appear in the Application User CAPF Profile window.

Instance ID Enter 1 to 128 alphanumeric characters (a-z, A-Z, 0-9). The Instance ID identifies
the user for the certificate operation.
You can configure multiple connections (instances) of an application. To secure
the connection between the application and CTIManager, ensure that each instance
that runs on the application PC (for end users) or server (for application users)
has a unique certificate.
This field relates to the CAPF Profile Instance ID for Secure Connection to
CTIManager service parameter that supports web services and applications.

Certificate Operation From the drop-down list, choose one of the following options:
• No Pending Operation—This message is displayed when no certificate
operation is occurring. (default setting)
• Install/Upgrade—This option installs a new certificate or upgrades an
existing locally significant certificate for the application.

Authentication Mode The authentication mode for the Install/Upgrade certificate operation specifies
By Authentication String, which means CAPF installs, upgrades, or troubleshoots
a locally significant certificate only when the user or administrator enters the
CAPF authentication string in the JTAPI/TSP Preferences window.

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Setting Description

Authentication String To create your own authentication string, enter a unique string.
Each string must contain 4 to 10 digits.
To install or upgrade a locally significant certificate, the administrator must enter
the authentication string in the JTAPI/TSP preferences GUI on the application PC.
This string supports one-time use only; after you use the string for the instance,
you cannot use it again.

Generate String To automatically generate an authentication string, click this button. The 4-
to10-digit authentication string appears in the Authentication String field.

Key Size (bits) From the drop-down list, choose the key size for the certificate. The default setting
is 1024. The other option for key size is 512.
Key generation, which is set at low priority, allows the application to function
while the action occurs. Key generation may take up to 30 or more minutes.

Operation Completes by This field, which supports all certificate operations, specifies the date and time
by which you must complete the operation.
The values that are displayed apply for the first node.
Use this setting with the CAPF Operation Expires in (days) enterprise parameter,
which specifies the default number of days in which the certificate operation
must be completed. You can update this parameter at any time.

Certificate Operation This field displays the progress of the certificate operation, such as pending,
Status failed, or successful.
You cannot change the information that is displayed in this field.

Configure Cisco WebDialer Web Service

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose the server on which the Cisco WebDialer Web service is active.
Step 3 From the Service drop-down list, choose the Cisco WebDialer Web service.
A list of parameters appears.
Step 4 Navigate to and update the CTIManager Connection Security Flag and CAPF Profile Instance ID for Secure
Connection to CTIManager parameters.
To view parameter descriptions, click the parameter name link.
Note CTIManager supports IPv4 and IPv6 addresses.

Step 5 Click Save.

Step 6 Repeat the procedure on each server on which the service is active.

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What to do next
Refer to the Manager Assistant Task Flow for Shared Lines, on page 142 to determine the next task to complete.

Configure CTI Route Point

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > CTI Route Point.
Step 2 Click Add New.
The CTI Route Point Configuration window is displayed.
Step 3 In the Device Name field, enter the device name.
Step 4 From the Device Pool drop-down list, choose Default.
Step 5 From the Calling Search Space drop-down list, choose Generated_CSS_M_E.
Step 6 Check the Use Device Pool Calling Party Transformation CSS check box.
Step 7 Click Save.
Add successful status message is displayed.
Step 8 From the Association area, click Line [1] - Add a new DN.
The Directory Number Configuration window is displayed.
Step 9 Enter a directory number in the Directory Number field.
Step 10 From the Route Partition drop-down list, choose Generated_Route_Point.
Step 11 Click Save.

Configure IP Phone Services for Manager and Assistant

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Phone Services.
Step 2 Click Add New.
The IP Phone Services Configuration window is displayed.
Step 3 For each supported phone for managers and assistants, enter the required fields and click Save. See Cisco IP
Phone Services Configuration Fields, on page 152 for more information about the fields and their configuration
options.
The Update successful message is displayed.

Cisco IP Phone Services Configuration Fields

Field Description

Service Information

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Field Description

Service Name Enter the name of the service. If the service is not marked as an enterprise
subscription, the service name will display in areas where you can subscribe
to a service, for example, under Cisco Unified Communications Self Care
Portal.
Enter up to 128 characters for the service name.
For Java MIDlet services, the service name must exactly match the name that
is defined in the Java Application Descriptor (JAD) file.
Note Unified Communications Manager allows you to create two or more
IP phone services with identical names. Cisco recommends that
you do not do so unless most or all phone users are advanced, or
unless an administrator always configures the IP phone services.
Be aware that if AXL or any third-party tool accesses the list of IP
phone services for configuration, you must use unique names for
IP phone services.
Note When the service URL points to an external customized URL, you
cannot localize the service name according to the device locale of
the phone. The service name gets displayed in English alphabets
only.

ASCII Service Name Enter the name of the service to display if the phone cannot display Unicode.

Service Description Enter a description of the content that the service provides. The description
can include up to 50 characters in any language, but it cannot include double
quotation marks (") or single quotation marks (').

Service URL Enter the URL of the server where the IP phone services application is located.
Make sure that this server remains independent of the servers in your Unified
Communications Manager cluster. Do not specify a Unified Communications
Manager server or any server that is associated with Unified Communications
Manager (such as a TFTP server or directory database publisher server).
For the services to be available, the phones in the Unified Communications
Manager cluster must have network connectivity to the server.
For Cisco-signed Java MIDlets, enter the location where the JAD file can be
downloaded; for example, a web server or the back-end application server to
which the Java MIDlet communicates.
For Cisco-provided default services, the service URL is displayed as
Application:Cisco/<name of service> by default; for example,
Application:Cisco/CorporateDirectory. If you modify the
service URL for Cisco-provided default services, verify that you configured
both for the Service Provisioning setting, which displays in the Phone,
Enterprise Parameter, and Common Phone Profile Configuration windows.
For example, you use a custom corporate directory, so you change
Application:Cisco/CorporateDirectory to the external service
URL for your custom directory; in this case, change the Service Provisioning
value to Both.

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Field Description

Secure-Service URL Enter the secure URL of the server where the Cisco Unified IP Phone services
application is located. Make sure that this server remains independent of the
servers in your Unified Communications Manager cluster. Do not specify a
Unified Communications Manager server or any server that is associated with
Unified Communications Manager (such as a TFTP server or publisher database
server).
For the services to be available, the phones in the Unified Communications
Manager cluster must have network connectivity to the server.
Note If you do not provide a Secure-Service URL, the device uses the
nonsecure URL. If you provide both a secure URL and a nonsecure
URL, the device chooses the appropriate URL, based on its
capabilities.

Service Category Choose a service application type (XML or Java MIDlet).

If you choose Java MIDlet, when the phone receives the updated configuration
file, the phone retrieves the Cisco-signed MIDlet application (JAD and JAR)
from the specified Service URL and installs the application.

Service Type Choose whether the service is provisioned to the Services, Directories, or
Messages button or option on the phone; that is, if the phone has these buttons
or options. To determine whether your phone supports these buttons or options,
see the Cisco Unified IP Phone Administration Guide that supports your phone
model.

Service Vendor Allows you to specify the vendor or manufacturer for the service. This field
is optional for XML applications, but it is required for Cisco-signed Java
MIDlets.
For Cisco-signed Java MIDlets, the value that you enter in this field must
exactly match the vendor that is defined in the MIDlet JAD file.
This field displays as blank for Cisco-provided default services.
You can enter up to 64 characters.

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Field Description

Service Version Enter the version number for the application.

For XML applications, this field is optional and is informational only. For
Cisco-signed Java MIDlets, consider the following information:
• If you enter a version, the service version must exactly match the version
that is defined in the JAD file. If you enter a version, the phone attempts
to upgrade or downgrade the MIDlet if the version is different than what
is installed on the phone.
• If the field is blank, the version gets retrieved from the Service URL.
Leaving the field blank ensures that the phone attempts to download the
JAD file every time that the phone reregisters to Unified Communications
Manager as well as every time that the Cisco-signed Java MIDlet is
launched; this ensures that the phone always runs the latest version of the
Cisco-signed Java MIDlet without you having to manually update the
Service Version field.

This field displays as blank for Cisco-provided default services.

You can enter numbers and periods in this field (up to 16 ASCII characters).

Enable Allows you to enable or disable the service without removing the configuration
from Cisco Unified CM Administration (and without removing the service
from the database).
Uncheck the check box to remove the service from the phone configuration
file and the phone.

Service Parameter Information

Parameters Lists the service parameters that apply to this IP phone service. Use the
following buttons to configure service parameters for this pane:
• New Parameter—Click this button to display the Configure Cisco
Unified IP Phone Service Parameter window, where you configure a
new service parameter for this IP phone service.
• Edit Parameter—Highlight a service parameter that is displayed in the
Parameters pane, then click this button to display the Configure Cisco
Unified IP Phone Service Parameter window, where you can edit the
selected service parameter for this IP phone service.
• Delete Parameter—Highlight a service parameter that is displayed in
the Parameters pane, then click this button to delete a service parameter
for this IP phone service. A popup window asks you to confirm deletion.

Configure Phone Button Templates for Manager, Assistant, and Everyone

The procedures in this section describe how to configure phone button for manager and assistant.

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Procedure

Command or Action Purpose

Step 1 Configure a Phone Button Template for Perform this step to assign manage and assistant
Manager Assistant, on page 156 button features to line or speed dial keys.

Step 2 Associate a Manager Assistant Button Template Perform this step to configure the manager and
with a Phone, on page 156 assistant button for a phone.

Configure a Phone Button Template for Manager Assistant

Use this procedure to configure a phone button template for the Manager Assistant feature.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Phone Button Template.
Step 2 Click Find to display list of supported phone templates.
Step 3 Perform the following steps if you want to create a new phone button template; otherwise, proceed to the next
step.
a) Select a default template for the model of phone and click Copy.
b) In the Phone Button Template Information field, enter a new name for the template.
c) Click Save.
Step 4 Perform the following steps if you want to add phone buttons to an existing template.
a) Click Find and enter the search criteria.
b) Choose an existing template.
Step 5 From the Line drop-down list, choose feature that you want to add to the template.
Step 6 Click Save.
Step 7 Perform one of the following tasks:
• Click Apply Config if you modified a template that is already associated with devices to restart the
devices.
• If you created a new softkey template, associate the template with the devices and then restart them.

Associate a Manager Assistant Button Template with a Phone

Before you begin

Configure a Phone Button Template for Manager Assistant, on page 156

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find to display the list of configured phones.

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Step 3 Choose the phone to which you want to add the phone button template.
Step 4 In the Phone Button Template drop-down list, choose the phone button template that contains the new feature
button.
Step 5 Click Save.
A dialog box is displayed with a message to press Reset to update the phone settings.

Configure Manager and Assign Assistant for Shared Line Mode

Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > End User.
Step 2 Click Find.
The search result displays all the end users that are configured in Unified Communications Manager.
Step 3 From the Related Links drop-down list, choose Manager Configuration and click Go.
Step 4 Check the Automatic Configuration check box 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.
Note Automatic Configuration for intercom applies only when the Unified Communications Manager
Assistant intercom feature is used for the Cisco Unified IP Phones 7940 and 7960.

Step 5 Check Uses Shared Lines check box.

Step 6 From the Device Name/Profile drop-down list, choose the device name or device profile to associate a device
name or device profile with a manager.
Note If the manager telecommutes, check the Mobile Manager check box and optionally choose a device
profile from the Device Name/Profile drop-down list. When device profile is chosen, the manager
must log in to the phone by using Cisco Extension Mobility before accessing Manager Assistant.
See the related topics for more information about Extension Mobility with Manager Assistant.

Step 7 From the Intercom Line drop-down list, choose the intercom line appearance for the manager, if applicable.
The chosen intercom line applies to the Manager Assistant and Unified Communications Manager intercom
features.
Step 8 From the Assistant Pool drop-down list, choose the appropriate pool number (1 to 3).
Step 9 Choose the name of the assistant from the Available Assistants selection box and move it to the Associated
Assistants selection box by clicking the down arrow to assign an assistant to the manager.
You can go to the Assistant Configuration window by highlighting the assistant name and clicking the View
Details link.
Step 10 Choose the appropriate line from the Available Lines list box and move it to the Selected Lines list box by
clicking the down arrow to configure the Manager Assistant controlled lines.
Make sure that the controlled line is always the shared line DN.
Step 11 Click Save.
If you checked the Automatic Configuration check box and the service parameters are invalid, a message
is displayed. Ensure that the service parameters are valid. After successful completion of the automatic

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configuration, the manager device resets. If you configured a device profile, the manager must log out and
log in to the device for the changes to take effect.

Configure Assistant Line Appearances for Shared Line

Administrators can set up one or more lines with a shared line appearance. The 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.

Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > End User.
Step 2 Click Find.
The search result displays all the end users that are configured in Unified Communications Manager.
Step 3 Click on the username to display user information for the chosen assistant.
The End User Configuration window is displayed.
Step 4 From the Related Links drop-down list, choose Assistant Configuration and click Go.
The Assistant Configuration window is displayed. The system automatically sets the softkey template and
intercom line on the basis of the Cisco IP Manager Assistant service parameter settings when you check the
Automatic Configuration check box. In addition, the system also sets Auto Answer with Speakerphone for
intercom line.
Step 5 From the Device Name drop-down list, choose the device name to associate with the assistant.
Step 6 From the Intercom Line drop-down list, choose the incoming intercom line appearance for the assistant.
Step 7 From the Primary Line drop-down list, choose the primary line for the assistant.
a) To view existing manager configuration information, highlight the manager name in the Associated
Managers list and click View Details.
The Manager Configuration window is displayed.
b) To return to the Assistant Configuration window, highlight the assistant name and click View Details
link in the Manager Configuration window.
In the Associated Manager selection list box, the name of the previously configured manager is displayed.
Step 8 To associate the manager line to the assistant line, perform the following steps from the Manager Association
to Assistant Line selection box:
a) From the Available Lines drop-down list, choose the assistant line that will be associated with the manager
line.
b) From the Manager Names drop-down list, choose the preconfigured manager name for whom this proxy
line will apply.
c) From the Manager Lines drop-down list, choose the manager line for which this proxy line will apply.
Step 9 Click Save.
The update takes effect immediately. If you chose Automatic Configuration, the assistant device automatically
resets.

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Install Assistant Console Plugin

Install Assistant Console Plugin

Procedure

Step 1 From Cisco Unified CM Administration, choose Application > Plugins.

The Find and List Plugins window is displayed.
Step 2 Click Find.
A list of installable application plug-ins is displayed.
Step 3 Click on the Download link for Cisco Unified CM Assistant Console and save the executable to a location.
Step 4 Run the executable file.
Note If you install the application on a Windows Vista PC, a security window may be displayed. Allow
the installation to continue.
The Cisco Unified CallManager Assistant Console installation wizard is displayed.
Step 5 In the Introduction window, click Next.
Step 6 In the License Agreement window, click Next.
Step 7 Choose a location where you want the application to install and click Next.
Note By default, the application installs in C:\Program Files\Cisco\ Unified CallManager
Assistant Console.

Step 8 In the Pre-installation Summary window, review the summary and click Install.
The installation begins.
Step 9 After the installation is complete, click Finish.
Step 10 Provide the assistant the username and password that is required to log in to the console.
Step 11 To launch the Assistant Console, click the desktop icon or choose Cisco Unified Communications Manager
Assistant > Assistant Console from the Start...Programs menu.
Step 12 The Advanced tab in the Cisco Unified Communications Manager Assistant Settings window allows you
to enable trace for the Assistant Console.
Step 13 Provide the assistant with the port number and the IP address or hostname of the Unified Communications
Manager server on which the Cisco IP Manager Assistant service is active. The first time that the assistant
logs in to the console, the assistant must enter the information in the Cisco Unified Communications Manager
Assistant Server Port and the Cisco Unified Communications Manager Assistant Server Hostname or
IP Address fields.

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Manager Assistant Interactions

Manager Assistant Interactions

Feature Interaction

Bulk Administration Tool You can use the Bulk Administration Tool to add many users (managers
and assistants) at once instead of adding users individually.
The Bulk Administration Tool templates that the Cisco Unified CM
Assistant Configuration Wizard creates for Cisco Unified IP Phones
support only the Unified Communications Manager intercom lines.
For more information, see the Bulk Administration Guide for Cisco
Unified Communications Manager.

Calling Party Normalization Manager Assistant automatically supports localized and globalized calls
if you configure the Calling Party Normalization feature. Manager
Assistant can display localized calling party numbers on the user
interfaces. In addition, for an incoming call to the manager, Manager
Assistant can display localized and globalized calling party numbers
when filter pattern matching occurs.

Extension Mobility You can simultaneously use Manager Assistant with the Cisco Extension
Mobility feature. When you log in to the Cisco Unified IP Phone using
Extension Mobility, the Cisco IP Manager Assistant service is
automatically enabled on that phone. You can then access the Manager
Assistant features.
For more information about Cisco Extension Mobility, see Extension
Mobility Overview, on page 371.

Internet Protocol Version 6 (IPv6) Manager Assistant does not support IPv6, so you cannot use phones with
an IP Addressing Mode of IPv6 Only with Manager Assistant. To use
Manager Assistant with the phone, ensure that you configure the phone
with an IP Addressing Mode of IPv4 Only or IPv4 and IPv6.

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Feature Interaction

Reporting tools 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.
The administrator can view a summary of changes that are made to the
Manager or Assistant Configurations in Unified CM
AssistantChangeLog*.txt. A manager can change defaults by accessing
the Manager Configuration from a URL. An assistant can change the
manager defaults from the Assistant Console. For information about the
URL and Manager Configuration, see the Cisco Unified Communications
Manager Assistant User Guide.
When the manager or assistant makes changes, the changes are sent to a
log file called ipma_changeLogxxx.log. The log file resides on the server
that runs the Cisco IP Manager Assistant service. Use the following
command to obtain the log file: file get activelog tomcat/logs/ipma/log4j/
For more information about downloading the log file, see the Cisco
Unified Real -Time Monitoring Tool Administration Guide.

CDR Analysis and Reporting Manager Assistant supports call-completion statistics and inventory
reporting for managers and assistants. The CAR tool supports
call-completion statistics. Cisco Unified Serviceability supports inventory
reporting.
For more information, see the following guides:
• Cisco Unified Serviceability Administration Guide
• Call Reporting and Billing Administration Guide for Cisco Unified
Communications Manager

Multilevel Precedence and The following points describe the interactions between Manager Assistant
Preemption (MLPP) with shared line support and MLPP:
• The system preserves call precedence in the handling of calls by
Manager Assistant. For example, when an assistant diverts a call,
the system preserves the precedence of the call.
• Filtering of precedence calls occurs in the same manner as all other
calls. The precedence of a call will not affect whether a call is
filtered.
• Because Manager Assistant does not have information about the
precedence of a call, it does not provide any additional indication
of the precedence of a call on the Assistant Console.

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Manager Assistant Restrictions

Feature Interaction

Intercom Manager Assistant supports the following two types of intercom:

• Manager Assistant intercom (used with Cisco Unified IP Phones
7940 and 7960). You can configure this intercom feature using the
DN configuration and end user (manager and assistant) configuration
windows.
• Unified Communications Manager intercom (used with Cisco Unified
IP Phones 7940 and 7960). You can configure this intercom feature
using the intercom partition, intercom calling search space, intercom
directory number, intercom translation pattern, DN, and end user
(manager and assistant) configuration windows.

Message Waiting Indicator The Message Waiting Indicator feature interacts with proxy line support
only.
The Message Waiting Indicator (MWI) on and off numbers should have
the partition of the manager line in their calling search space. The partition
can exist in any order of priority within each calling search space.

Time-of-Day Routing The Time-of-Day feature interacts with proxy line support only.
Time-of-Day routing routes calls to different locations based on the time
that the call gets made; for example, during business hours, calls get
routed to a manager office, and after hours, the calls go directly to
voicemail service.
For more information about Time-of-Day Routing, see the System
Configuration Guide for Cisco Unified Communications Manager.

Manager Assistant Restrictions

Feature Restriction

Assistant Console Application To install the Assistant Console application on a computer with Microsoft
Internet Explorer 7 (or later), install the Microsoft Java Virtual Machine
(JVM) before the Assistant Console installation.

Call Management features The Assistant Console does not support hunt groups or queues, recording
and monitoring, one-touch Call Pickup, and On-Hook transfer (the ability
to transfer a call by pressing the Transfer softkey and going on hook to
complete the transfer).

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Cisco Unified Communications Manager Assistant Troubleshooting

Feature Restriction

Cisco IP Phones Manager Assistant supports SIP on Cisco Unified IP Phones 7900 Series,
except for Cisco Unified IP Phones 7940 and 7960.
Manager Assistant supports up to 3500 managers and 3500 assistants by
configuring multiple Cisco IP Manager Assistant servers (pools). When you
enable multiple pools, the manager and all configured assistants for that
manager should belong to the same pool.
Cisco Unified IP Phones 7960 and 7940 support only the Unified
Communications Manager Assistant Intercom lines feature. Cisco Unified
IP Phones 7900 (except 7940 and 7960) support only the Unified
Communications Manager Intercom feature.
One manager can have up to ten assigned assistants and one assistant can
support up to 33 managers (if each manager has one Unified
Communications Manager–controlled line).
Only one assistant at a time can assist a manager.
Manager Assistant supports up to 3500 managers and 3500 assistants per
Unified Communications Manager cluster.

Intercom After an upgrade, Manager Assistant users that use the incoming intercom
line do not get upgraded automatically to the Unified Communications
Manager Intercom feature.
The system does not support calls between the Unified Communications
Manager Intercom feature and regular lines (which may be configured as
Manager Assistant Intercom lines).

Single Sign-On Manager Assistant is not supported in the Single Sign-On environment.

Speed Dial Cisco Unified IP Phones 7940, 7942, and 7945 support only two lines or
speed-dial buttons.

Cisco Unified Communications Manager Assistant

Troubleshooting
This section describes the troubleshooting tools for Manager Assistant and the client desktop, and
troubleshooting information for Manager Assistant.

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Calling Party Gets Reorder Tone

Tool Description Location

Cisco Unified CM Assistant server The trace files reside on the server that runs the Cisco IP Manager
trace files Assistant service.
You can download these files from the server using one of the following
methods:
• Use the CLI command file get activelog tomcat/logs/ipma/log4j.
• Use the trace collection features in the Cisco Unified Real-Time
Monitoring Tool (RTMT). For more information, see the Cisco
Unified Real-Time Monitoring Tool Administration Guide.

You can enable debug tracing by choosing Cisco Unified

Serviceability > Trace > Configuration.

Cisco IPMA client trace files $INSTALL_DIR\logs\ACLog*.txt on the client desktop, in the same
location where the Unified CM Assistant assistant console resides.
To enable debug tracing, go to the Settings dialog box in the Assistant
Console. In the Advanced panel, check the Enable Trace check box.
Note This check box enables only debug tracing. Error tracing
always remains On.

Cisco IPMA client install trace $INSTALL_DIR\InstallLog.txt on the client desktop, in the same
files location where the Assistant Console resides.

Cisco IPMA Client AutoUpdater $INSTALL_DIR\UpdatedLog.txt on the client desktop, in the same
trace files location where the Unified CM Assistant Console resides.

Install directory By default—C:\Program Files\Cisco\Unified

Communications Manager Assistant Console\

Calling Party Gets Reorder Tone

Problem
Calling party gets a reorder tone or a message:
This call cannot be completed as dialed.

Possible Cause
The calling search space of the calling line may not be configured correctly.

Solution
Check the calling search space of the line. For more information about configuration, see the System
Configuration Guide for Cisco Unified Communications Manager.
You can also use the Cisco Dialed Number Analyzer service to check for flaws in the calling search space.
For more information, see the Cisco Unified Communications Manager Dialed Number Analyzer Guide.

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Calls Do Not Get Routed When Filtering Is On or Off

Calls Do Not Get Routed When Filtering Is On or Off

Problem
Calls are not routed properly.

Possible Cause 1
Cisco CTI Manager service may have stopped.

Solution 1
Restart the Cisco CTI Manager and Cisco IP Manager Assistant services from Cisco Unified Serviceability >
Tools > Control Center—Feature Services.

Possible Cause 2
The Unified Communications Manager Assistant route point was not configured properly.

Solution 2
Use wildcards to match the directory number of the Unified Communications Manager Assistant CTI route
point and the primary directory numbers of all managers that are configured for Unified Communications
Manager Assistant.

Possible Cause 3
The status window on the manager phone displays the message Filtering Down. This message can
indicate that Unified Communications Manager Assistant CTI route point may be deleted or may not be in
service.

Solution 3
Use the following procedure to configure the CTI route point and restart the Cisco IP Manager Assistant
service:
1. From Cisco Unified CM Administration, choose Device > CTI Route Point.
2. Find the route point, or add a new route point. For more information about configuration, see the System
Configuration Guide for Cisco Unified Communications Manager.
3. Restart the Cisco CTI Manager and Cisco IP Manager Assistant services from Cisco Unified
Serviceability > Tools > Control Center—Feature Services.

Cisco IP Manager Assistant Service Unreachable

Problem
After you open the Assistant Console, the following message is displayed:
Cisco IPMA Service Unreachable

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Cisco IP Manager Assistant Service Unreachable

Possible Cause 1
Cisco IP Manager Assistant service may have stopped.

Solution 1
Restart the Unified Communications Manager Assistant from Cisco Unified Serviceability > Tools > Control
Center—Feature Services.

Possible Cause 2
The server address for the primary and secondary Unified Communications Manager Assistant servers may
be configured as DNS names, but the DNS names are not configured in the DNS server.

Solution 2
Use the following procedure to replace the DNS name.
1. From Cisco Unified CM Administration, choose System > Server.
2. Replace the DNS name of the server with the corresponding IP address.
3. Restart the Unified Communications Manager Assistant from Cisco Unified Serviceability > Tools >
Control Center—Feature Services.

Possible Cause 3
The Cisco CTI Manager service may have stopped.

Solution 3
Restart the Unified Communications Manager Assistant from Cisco Unified Serviceability > Tools > Control
Center—Feature Services.

Possible Cause 4
The Unified Communications Manager Assistant service might be configured to open a CTI connection in
secure mode, but the security configuration may not be complete.
If this scenario occurs, the following message is displayed in the alarm viewer or in the Unified Communications
Manager Assistant service logs:
IPMA Service cannot initialize - Could not get Provider.

Solution 4
Check the security configuration in the service parameters of Cisco IP Manager Assistant service.
Restart the Unified Communications Manager Assistant from Cisco Unified Serviceability > Tools > Control
Center—Feature Services.

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Cannot Initialize Cisco IP Manager Assistant Service

Cannot Initialize Cisco IP Manager Assistant Service

Problem
The Cisco IP Manager Assistant service cannot open a connection to CTI Manager, and the following message
is displayed:
IPMA Service cannot initialize - Could not get Provider

Possible Cause
The Cisco IP Manager Assistant service cannot open a connection to CTIManager. You can see the message
in the alarm viewer or in the Unified CM Assistant service logs.

Solution
Restart the Cisco CTI Manager and Cisco IP Manager Assistant services from Cisco Unified Serviceability >
Tools > Control Center—Feature Services.

Assistant Console Installation from Web Fails

Problem
Assistant Console installation from the web fails. The following message is displayed:
Exception: java.lang.ClassNotFoundException: InstallerApplet.class

Possible Cause
Using the Sun Java plug-in virtual machine instead of the Microsoft JVM with the standard Unified
Communications Manager Assistant Console install causes failures.

Solution
The administrator directs the user to the following URL, which is a JSP page that supports the Sun Java
plug-in:
https://<servername>:8443/ma/Install/IPMAConsoleInstallJar.jsp

HTTP Status 503—This Application Is Not Currently Available

Problem
http://<server-name>:8443/ma/Install/IPMAConsoleInstall.jsp displays the following error message:
HTTP Status 503—This application is not currently available

Possible Cause
Cisco IP Manager Assistant service has not been activated or is not running.

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Manager Is Logged Out While the Service Is Still Running

Solution
Ensure that the Cisco IP Manager Assistant service has been activated by checking the activation status of
the service from Cisco Unified Serviceability > Tools > Service Activation.
If the Cisco IP Manager Assistant service has already been activated, restart the Unified Communications
Manager Assistant from Cisco Unified Serviceability > Tools > Control Center—Feature Services.

Manager Is Logged Out While the Service Is Still Running

Problem
Although the manager is logged out of Unified Communications Manager Assistant, the service still runs.
The display on the manager IP phone disappears. Calls do not get routed, although filtering is On. To verify
that the manager is logged out, view the application log using the Cisco Unified Real-Time Monitoring Tool.
Look for a warning from the Cisco Java Applications that indicates that the Cisco IP Manager Assistant service
logged out.

Possible Cause
The manager pressed the softkeys more than four times per second (maximum limit allowed).

Solution
The Unified Communications Manager administrator must update the manager configuration. Perform the
following procedure to correct the problem:
1. From Cisco Unified CM Administration, choose User Management > End User.
The Find and List Users window is displayed.
2. Enter the manager name in the search field and click Find.
3. From the search results list, choose the manager that you want to update.
The End User Configuration window is displayed.
4. From the Related Links drop-down list, choose Cisco IPMA Manager and click Go.
5. Make the necessary changes to the manager configuration and click Update.

Manager Cannot Intercept Calls That Are Ringing on the Assistant Proxy Line
Problem
The manager cannot intercept the calls that are ringing on the assistant proxy line.

Possible Cause
The calling search space of the proxy line is not configured properly.

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No Page Found Error

Solution
Check the calling search space of the proxy line for the assistant phone. Perform the following procedure to
correct the problem:
1. From Cisco Unified CM Administration, choose Device > Phone.
The Find and List Phones search window is displayed.
2. Click the assistant phone.
The Phone Configuration window is displayed.
3. Verify the calling search space configuration for the phone and for the directory number (line) and update
as appropriate.

No Page Found Error

Problem
http://<server-name>:8443/ma/Install/IPMAConsoleInstall.jsp displays the following
error message:
No Page Found Error

Possible Cause 1
Network problems.

Solution 1
Ensure that the client has connectivity to the server. Ping the server name that is specified in the URL and
verify that it is reachable.

Possible Cause 2
Misspelled URL.

Solution 2
Because URLs are case sensitive, ensure that the URL matches exactly with the URL in the instructions.

System Error - Contact System Administrator

Problem
After you open the Assistant Console, the following message is displayed:
System Error - Contact System Administrator

Possible Cause 1
You may have upgraded the Unified Communications Manager. The system does not upgrade the Assistant
Console automatically when you upgrade the Unified Communications Manager.

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Unable to Call Manager When Cisco IP Manager Assistant Service is Down

Solution 1
Uninstall the console by choosing Start > Programs > Cisco Unified Communications
Manager Assistant > Uninstall Assistant Console and reinstall the console from URL
https://<server-name>:8443/ma/Install/IPMAConsoleInstall.jsp.

Possible Cause 2
The user is not configured correctly in the database.

Solution 2
Ensure that the user ID and the password are run as a Unified Communications Manager user through Cisco
Unified CM Administration.

Possible Cause 3
When you deleted a manager from an assistant, Cisco Unified CM Administration left a blank line for the
assistant.

Solution 3
From the Assistant Configuration window, reassign the proxy lines.

Unable to Call Manager When Cisco IP Manager Assistant Service is Down

Problem
Calls do not get routed properly to managers when Cisco IP Manager Assistant service goes down.

Possible Cause
The Unified Communications Manager Assistant CTI route point does not have Call Forward No Answer
enabled.

Solution
Perform the following procedure to properly configure the Unified Communications Manager Assistant route
point.
1. From Cisco Unified CM Administration, choose Device > CTI Route Point.
The Find and List CTI Route Point search window is displayed.
2. Click Find.
A list of configured CTI route points is displayed.
3. Choose the Unified Communications Manager Assistant CTI route point that you want to update.
4. In the CTI Route Point Configuration window, click the line to update from the Association area.
5. In the Call Forward and Pickup Settings section, check the Forward No Answer Internal and the
Forward No Answer External check box and enter the CTI route point DN in the Coverage/Destination
field (for example, CFNA as 1xxx for the route point DN 1xxx).

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User Authentication Fails

6. In the Calling Search Space drop-down list, choose CSS-M-E (or appropriate calling search space).
7. Click Update.

User Authentication Fails

Problem
User authentication fails when you sign in using the login window from the Assistant Console.

Possible Cause
The following probable causes can apply:
• Incorrect management of the user in the database
• Incorrect management of the user as an assistant or a manager

Solution
Ensure that the user ID and the password are ran as a Unified Communications Manager user through Cisco
Unified CM Administration.
You must run the user as an assistant or a manager by associating the Unified Communications Manager
Assistant user information, which you access through Cisco Unified CM Administration under User
Management > End User.

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PA R T VI
Voice Messaging Features
• Audible Message Waiting Indicator , on page 175
• Immediate Divert , on page 179
 CHAPTER 14
Audible Message Waiting Indicator
• Audible Message Waiting Indicator Overview, on page 175
• Audible Message Waiting Indicator Prerequisites, on page 175
• Audible Message Waiting Indicator Configuration Task Flow, on page 175
• Audible Message Waiting Indicator Troubleshooting, on page 177

Audible Message Waiting Indicator Overview

You can configure Audible Message Waiting Indicator (AMWI) to play a stutter dial tone on the Cisco Unified
IP Phone to notify users of new voice messages. Users hear a stutter dial tone whenever the phone goes off
hook on a line on which a voice message was left.
You can configure AMWI for all the phones in a cluster or for only certain directory numbers. The
directory-number-level configuration takes precedence over the cluster-wide configuration.

Audible Message Waiting Indicator Prerequisites

You can configure AMWI only on Cisco Unified IP Phone that are running phone firmware Release 8.3(1)
or later.

Audible Message Waiting Indicator Configuration Task Flow

Before you begin
• Review Audible Message Waiting Indicator Prerequisites, on page 175.

Procedure

Command or Action Purpose

Step 1 Generate a Phone Feature List, on page 1 Generate a report to identify devices that
support the Audible Message Waiting Indicator
feature.

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Configure Audible Message Waiting Indicator Service Parameters

Command or Action Purpose

Step 2 Configure Audible Message Waiting Indicator Configure AMWI default setting for all phones
Service Parameters, on page 176 in a cluster.
Step 3 Configure Audible Message Waiting Indicator Configure AMWI for a directory number that
for a Directory Number, on page 176 is associated to a device.
Step 4 Configure Audible Message Waiting Indicator Configure AMWI for SIP profiles. Perform this
for a SIP Profile, on page 177 procedure to configure AMWI for SIP phones.

Configure Audible Message Waiting Indicator Service Parameters

This procedure describes how to configure AMWI default setting for all the phones in a cluster.

Before you begin

Generate a Phone Feature List, on page 1

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose the server that is running the Cisco CallManager service.
Step 3 From the Service drop-down list, choose Cisco CallManager.
Step 4 In the Clusterwide Parameters ( Feature - General) section, choose the Audible Message Waiting Indication
Policy service parameter. This parameter determines whether the Audible Message Waiting Indicator is turned
on of off for all the devices in the cluster.
Step 5 Click Save.

Configure Audible Message Waiting Indicator for a Directory Number

Follow these steps to configure AMWI for a directory number that is associated with a device.

Note The AMWI setting on an individual directory number overrides the clusterwide setting.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 In the Association section, click Add a new DN.
The Directory Number Configuration window appears.
Step 3 Select the Audible Message Waiting Indicator Policy. Choose one of the following options:
• Off

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• On—When you select this option, the users will receive a stutter dial tone when the handset is off hook
.
• Default—When you select this option, the phone uses the default that was set at the system level.

Step 4 Configure the remaining fields in the Directory Number Configuration window. See the online help for
more information about the fields and their configuration options.
Step 5 Click Save.

Configure Audible Message Waiting Indicator for a SIP Profile

Follow these steps to configure Audible Message Waiting Indicator (AMWI) for a SIP profile.

Note The AMWI setting on an individual SIP profile overrides the clusterwide setting.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > SIP Profile.
The Find and List SIP Profiles window appears.
Step 2 Enter the search criteria to use and click Find.
The window displays a list of SIP profiles that match the search criteria.
Step 3 Click the SIP profile that you want to update.
The SIP Profile Configuration window appears.
Step 4 Check the Stutter Message Waiting check box to activate stutter dial tone when the phone is off hook and
a message is waiting.
Step 5 Click Save.
Step 6 Click Apply Config.

Audible Message Waiting Indicator Troubleshooting

Audible Message Waiting Indicator Is Not Heard on the Phone
Problem Phone does not play stutter dial tone to notify the user of new voice messages.

If the user uses an SCCP phone, check the following:

• Ensure that the phone firmware release is 8.3(1) or later.
• Check the AMWI setting for the phone and the line on which the user went off hook.
• Verify that the Cisco CallManager service is running on the server.

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Localized AMWI Tone Is Not Played in a Specific Locale

• Check the sniffer trace between the phone and Unified Communications Manager. Make sure that the
phone receives the StartTone message with tone type equal to 42.

If the user uses a SIP phone, check the following:

• Ensure that the phone firmware release is 8.3(1) or later.
• Check the line (directory number) configuration. The phone must display the settings such as
line1_msgWaitingAMWI : 1, line2_msgWaitingAMWI : 0.
• Ensure that the Stutter Message Waiting check box is checked in the SIP Profile Configuration window
in Cisco Unified CM Administration.

Localized AMWI Tone Is Not Played in a Specific Locale

Problem The phone that is configured in a non-English locale does not play the localized tone.

Solution Check the following:

• From Cisco Unified CM Administration, verify the User Locale in the Device Profile Configuration
window (Device > Device Settings > Device Profile).
• Make sure that the user resets the phone after changing the locale.
• Check user/local/cm/tftp /<locale name> directory and verify that the AMWI tone
is defined in the localized g3-tones.xml file.

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 CHAPTER 15
Immediate Divert
• Immediate Divert Overview, on page 179
• Immediate Divert Prerequisites, on page 180
• Immediate Divert Configuration Task Flow, on page 180
• Immediate Divert Interactions, on page 185
• Immediate Divert Restrictions, on page 186
• Immediate Divert Troubleshooting, on page 188

Immediate Divert Overview

The Immediate Divert feature is a Unified Communications Manager supplementary service that allows you
to immediately divert a call to a voicemail system. When Immediate Divert diverts a call, the line becomes
available to make or receive new calls. Access the Immediate Divert feature by using the iDivert or Divert
softkey on the IP phone.
Immediate Divert provides the following functions:
• Diverts a call to a voicemail system in the following manner:
• Legacy iDivert diverts the call to the voice mailbox of the party that invokes the iDivert feature.
• Enhanced iDivert diverts the call to either the voice mailbox of the party that invokes the iDivert
feature or to the voice mailbox of the original called party.

• Diverts inbound calls that are in the Call Offering, Call on Hold, or Call Active states.
• Diverts outbound calls in the Call Active or Call on Hold states.

Note Although the Immediate Divert feature is not available to CTI applications, a CTI redirect operation exists
that performs the same function as Immediate Divert. Application developers can use the CTI redirect operation
to accomplish Immediate Divert.

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Immediate Divert Prerequisites

Immediate Divert Prerequisites

• You must configure the voicemail profiles and hunt pilots.
For information on how to configure voicemail profiles and hunt pilots, see System Configuration Guide
for Cisco Unified Communications Manager
• The following devices support Immediate Divert:
• Voice-messaging systems such as Cisco Unity Connection that use the Skinny Client Control
Protocol (SCCP).
• QSIG devices (QSIG-enabled H.323 devices, MGCP PRI QSIG T1 gateways, and MGCP PRI QSIG
E1 gateways), depending on the setting of the Use Legacy Immediate Divert and Allow QSIG
During iDivert clusterwide service parameters.
• The following table lists the phones that use the Divert or iDivert softkey.

Table 17: Cisco Unified IP Phones That Use Immediate Divert Softkeys

Cisco Unified IP Phone Divert Softkey iDivert Softkey What to configure in

Model softkey template

Cisco Unified IP Phone X iDivert

6900 Series (except
6901 and 6911)

Cisco Unified IP Phone X iDivert

7900 Series

Cisco Unified IP Phone X Configured by default

8900 Series

Cisco Unified IP Phone X Configured by default

9900 Series

Note Cisco Unified IP Phones 8900 and 9900 series have the Divert softkey assigned by default.

Immediate Divert Configuration Task Flow

Before you begin
• Review Immediate Divert Prerequisites, on page 180.

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Procedure

Command or Action Purpose

Step 1 Configure Immediate Divert Service Configure the service parameters to enable
Parameters, on page 181 Immediate Divert across various devices and
applications.
Step 2 Configure a Softkey Template for Immediate Create and configure a softkey template and
Divert, on page 182 add the iDivert softkey to that template.
Step 3 To Associate a Softkey Template with a Optional. To make the softkey template
Common Device Configuration, on page 183, available to phones, you must complete either
complete the following subtasks: this step or the following step. Follow this step
if your system uses a Common Device
• Add a Softkey Template to the Common
Configuration to apply configuration options
Device Configuration, on page 184
to phones.
• Associate a Common Device
Configuration with a Phone, on page 184 This is the most commonly used method for
making a softkey template available to phones.

Step 4 Associate a Softkey Template with a Phone, on Optional. Use this procedure either as an
page 185 alternative to associating the softkey template
with the Common Device Configuration, or in
conjunction with the Common Device
Configuration. Use this procedure in
conjunction with the Common Device
Configuration if you need assign a softkey
template that overrides the assignment in the
Common Device Configuration or any other
default softkey assignment.

Configure Immediate Divert Service Parameters

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose the server that is running the Cisco CallManager service.
Step 3 From the Service drop-down list, choose Cisco CallManager.
Step 4 Configure the relevant service parameters and click Save.

Table 18: Service Parameter Fields for Immediate Divert

Field Description
Call Park Display Timer Enter a number from 0 to 100 (inclusive) to control the timer for the Immediate
Divert text display on the IP phones. Set this timer for the server or for each
server in a cluster that has the Cisco CallManager service and Immediate Divert
configured. The default value for this service parameter is 10 seconds.

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Field Description
Use Legacy Immediate Select one of the following options from the drop-down list:
Divert
• True—The user that invokes the iDivert feature can divert an incoming call
only to his own voice mailbox. This is the default setting.
• False—Immediate Divert allows diversion of an incoming call to either the
voice mailbox of the original called party or to the voice mailbox of the user
that invokes the iDivert feature.

Allow QSIG During Select one of the following options from the drop-down list:
iDivert
• True—Immediate Divert diverts calls to voicemail systems that can be
reached over QSIG, SIP, and QSIG-enabled H.323 devices.
• False—Immediate Divert does not support access to voicemail systems over
QSIG or SIP trunks. This is the default setting.

Immediate Divert User Enter a number from 5 to 30 (inclusive) to determine the time given to the iDivert
Response Timer softkey user to choose the party to whom to divert a call. If the user does not
choose a party, the call remains connected. The default value for this service
parameter is 5 seconds.

Configure a Softkey Template for Immediate Divert

To divert incoming calls or outgoing calls, configure a softkey template and assign the iDivert softkey to that
template. You can configure the iDivert softkey in the following call states:
• Connected
• On hold
• Ring in

Immediate Divert supports the following call states:

• For incoming calls:
• Call offering (shown as Ring In on the softkey template).
• Call on hold
• Call active

• For outgoing calls:

• Call on hold
• Call active

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Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Softkey Template.
Step 2 Perform the following steps to create a new softkey template; otherwise, proceed to the next step.
a) Click Add New.
b) Select a default template and click Copy.
c) Enter a new name for the template in the Softkey Template Name field.
d) Click Save.
Step 3 Perform the following steps to add softkeys to an existing template.
a) Click Find and enter the search criteria.
b) Select the required existing template.
Step 4 Check the Default Softkey Template check box to designate this softkey template as the default softkey
template.
Note If you designate a softkey template as the default softkey template, you cannot delete it unless you
first remove the default designation.

Step 5 Choose Configure Softkey Layout from the Related Links drop-down list in the upper right corner and
click Go.
Step 6 From the Select a Call State to Configure drop-down list, choose the call state for which you want the softkey
to display.
Step 7 From the Unselected Softkeys list, choose the softkey to add and click the right arrow to move the softkey
to the Selected Softkeys list. Use the up and down arrows to change the position of the new softkey.
Step 8 Repeat the previous step to display the softkey in additional call states.
Step 9 Click Save.
Step 10 Perform one of the following tasks:
• Click Apply Config if you modified a template that is already associated with devices to restart the
devices.
• If you created a new softkey template, associate the template with the devices and then restart them. For
more information, see Add a Softkey Template to a Common Device Configuration and Associate a
Softkey Template with a Phone sections.

Associate a Softkey Template with a Common Device Configuration

Optional. There are two ways to associate a softkey template with a phone:
• Add the softkey template to the Phone Configuration.
• Add the softkey template to the Common Device Configuration.

The procedures in this section describe how to associate the softkey template with a Common Device
Configuration. Follow these procedures if your system uses a Common Device Configuration to apply
configuration options to phones. This is the most commonly used method for making a softkey template
available to phones.

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To use the alternative method, see Associate a Softkey Template with a Phone, on page 185

Procedure

Command or Action Purpose

Step 1 Add a Softkey Template to the Common Device
Configuration, on page 184
Step 2 Associate a Common Device Configuration
with a Phone, on page 184

Add a Softkey Template to the Common Device Configuration

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Common Device Configuration.
Step 2 Perform the following steps to create a new Common Device Configuration and associate the softkey template
with it; otherwise, proceed to the next step.
a) Click Add New.
b) Enter a name for the Common Device Configuration in the Name field.
c) Click Save.
Step 3 Perform the following steps to add the softkey template to an existing Common Device Configuration.
a) Click Find and enter the search criteria.
b) Click an existing Common Device Configuration.
Step 4 In the Softkey Template drop-down list, choose the softkey template that contains the softkey that you want
to make available.
Step 5 Click Save.
Step 6 Perform one of the following tasks:
• If you modified a Common Device Configuration that is already associated with devices, click Apply
Config to restart the devices.
• If you created a new Common Device Configuration, associate the configuration with devices and then
restart them.

Associate a Common Device Configuration with a Phone

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find and select the phone device to add the softkey template.
Step 3 From the Common Device Configuration drop-down list, choose the common device configuration that
contains the new softkey template.
Step 4 Click Save.

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Step 5 Click Reset to update the phone settings.

Associate a Softkey Template with a Phone

Optional. Use this procedure as an alternative to associating the softkey template with the Common Device
Configuration. This procedure also works in conjunction with the Common Device Configuration. You can
use it when you need to assign a softkey template that overrides the assignment in the Common Device
Configuration or any other default softkey assignment.

Before you begin

Configure a Softkey Template for Immediate Divert, on page 182

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find to select the phone to add the softkey template.
Step 3 From the Softkey Template drop-down list, choose the template that contains the new softkey.
Step 4 Click Save.

Immediate Divert Interactions

Feature Interaction
Multilevel Precedence and Immediate Divert diverts calls to voice-messaging mailboxes regardless of the
Preemption (MLPP) type of call (for example, a precedence call).
When Alternate Party Diversion (call precedence) is activated, Call Forward No
Answer (CFNA) gets deactivated.

Call Forward When the Forward No Answer setting on the Directory Number Configuration
window is not configured, Call Forward uses the clusterwide CFNA timer service
parameter, Forward No Answer Timer.
If a user presses the iDivert softkey at the same time as the call is being forwarded,
the call gets diverted to an assigned call forward directory number (because the
timer was too short), not the voice-messaging mailbox. To resolve this situation,
set the CFNA timer service parameter to enough time (for example, 60 seconds).

Call Detail Records Immediate Divert uses the immediate divert code number in the Onbehalf of
(CDR) fields (for example, joinOnbehalfOf and lastRedirectRediectOnBehalfOf) in
CDR.

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Feature Interaction
Call Park and Directed When user A calls user B, and user B parks the call; user B retrieves the call and
Call Park then decides to send the call to a voice-messaging mailbox by pressing the iDivert
or Divert softkey. User A receives the voice-messaging mailbox greeting of user
B.

Conference When a conference participant presses the iDivert softkey, the remaining
conference participants receive the voice-messaging mailbox greeting of the
immediate divert initiator. Conference types include Ad Hoc, Meet-Me, Barge,
cBarge, and Join.

Hunt List For calls that reach the phone directly through a hunt list pilot (as part of the
hunting algorithms), the iDivert softkey appears dimmed if the Use Legacy
Immediate Divert clusterwide service parameter is set to True; otherwise, it does
not appear dimmed.
For calls that do not reach the phone directly through a hunt list pilot (as part of
the hunting algorithms), the iDivert softkey does not appear dimmed when the
Use Legacy Immediate Divert clusterwide service parameter is set to True or
False.
Note For Jabber in desk phone mode, iDivert feature redirection to VM is
done through CTI application where ‘Use Legacy Immediate Divert’
parameter will not take effect and HP number will be sent as diversion
info to Voice mail servers.

Auto Call Pickup If the Use Legacy Immediate Divert clusterwide service parameter is set to False,
and the Auto Call Pickup Enabled clusterwide service parameter is set to True,
and a user of call pickup group uses call pickup to answer a call, the IP phone
display will not present any choices to the user when the iDivert softkey is pressed.

Immediate Divert Restrictions

Restriction Description
Voice Mail Profile When you use QSIG integration with your voicemail system, a voicemail profile
that includes either a voicemail pilot or a voicemail mask or both should leave
the Make this the default Voice Mail Profile for the System check box
unchecked. Ensure the default Voice Mail Profile setting is always set to No
Voice Mail.

Call Forward All (CFA) When Call Forward All (CFA) and Call Forward Busy (CFB) are activated, the
and Call Forward Busy system does not support Immediate Divert (CFA and CFB have precedence over
(CFB) Immediate Divert).

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Restriction Description
Busy Voicemail System The iDivert detects a busy condition on the voicemail ports, when iDivert reaches
a voicemail system over a local or SCCP connection.
Note Immediate Divert cannot divert a call to a busy voicemail port;
voicemail ports can exist as members of a route or hunt list.
The call cannot divert to a busy voicemail system, but the original call
gets maintained. The phone displays “Busy” message on which iDivert
was invoked to indicate that the call was not diverted.
When a voicemail system is reached over a QSIG or SIP trunk, iDivert
can be detected, but the call does not get maintained. When the Allow
QSIG During iDivert clusterwide service parameter is set to True,
or the Use Legacy Immediate Divert clusterwide service parameter
is set to False, Immediate Divert supports access to voicemail systems
that can be reached over QSIG or SIP trunks. When the Allow QSIG
During iDivert clusterwide service parameter is set to False, and the
Use Legacy Immediate Divert clusterwide service parameter is set
to True, Immediate Divert does not support access to voicemail
systems over QSIG or SIP trunks.

Malicious Caller ID System does not support using Malicious Caller ID and Immediate Divert features
together.

Forward No Answer A race condition in connection with the Forward No Answer Timeout exists when
Timeout you press the iDivert softkey. For example, if a manager presses the iDivert
softkey immediately after the Forward No Answer timeout, call forward forwards
the call to a preconfigured directory number. However, if the manager presses
the iDivert softkey before the Forward No Answer timeout, immediate divert
diverts the call to the voice-messaging mailbox of the manager.

Calling Parties and Called The calling parties and called parties can divert the call to their voice mailboxes
Parties if both simultaneously press the iDivert softkey.

Conference Types When one participant in a conference presses the iDivert softkey, all remaining
participants receive an outgoing greeting of the participant who pressed iDivert.
Conference types include Meet-Me, Ad Hoc, cBarge, and Join.

Split or Join Operation If the last action on a call was Auto Pickup, Call Transfer, Call Park, Call Park
Reversion, Conference, Meet-Me Conference, or any application that performs
a split or join operation, enhanced iDivert does not present a screen to a called
party to choose the voice mailbox. Instead, enhanced iDivert immediately diverts
the call to the voice mailbox that is associated with the called party.

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Immediate Divert Troubleshooting

Key is not active
The phone displays this message when the user presses iDivert:

Key is not active

The voice-messaging profile of the user who pressed iDivert does not have a voice-messaging pilot.
Configure a voice-messaging pilot in the user voice-messaging profile.

Temporary Failure
The phone displays this message when the user presses iDivert:

Temporary Failure

The voice-messaging system does not work, or a network problem exists.

Troubleshoot your voice-messaging system. See troubleshooting or voice-messaging documentation.

Busy
The phone displays this message when the user presses iDivert:

Busy

This message means that the voice-messaging system is busy.

Configure more voice-messaging ports or try again.

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Conferencing Features
• Ad Hoc Conferencing , on page 191
• Meet-Me Conferencing , on page 203
• Conference Now , on page 209
 CHAPTER 16
Ad Hoc Conferencing
• Ad Hoc Conferencing Overview, on page 191
• Ad Hoc Conferencing Task Flow, on page 191
• Conference Interactions, on page 199
• Conference Restrictions, on page 199

Ad Hoc Conferencing Overview

Ad Hoc conferences allow the conference controller (or in some cases, another participant) to add participants
to the conference.
Ad Hoc conferences comprise two types: basic and advanced. In basic ad hoc conferencing, the originator of
the conference acts as the controller of the conference and is the only participant who can add or remove other
participants. In advanced Ad Hoc conferencing, any participant can add or remove other participants. Advanced
Ad Hoc conferencing also allows you to link multiple ad hoc conferences together.
Advanced Ad Hoc conferencing allows you to link multiple Ad Hoc conferences together by adding an Ad
Hoc conference to another Ad Hoc conference as if it were an individual participant. If you attempt to link
multiple conferences together when the Advanced Ad Hoc Conference Enabled service parameter is set to
False, the IP phone displays a message. You can also use the methods that are available for adding individual
participants to an Ad Hoc conference to add another conference to an Ad Hoc conference.

Ad Hoc Conferencing Task Flow

Procedure

Command or Action Purpose

Step 1 Configure Softkey Template for Conferencing, Add the Conference List, Join, and Remove
on page 192 Last Conference Party softkeys to a softkey
template.

Step 2 To Associate Softkey Template Common Optional. To make the softkey template
Device, on page 193, complete the following available to phones, you must complete either
subtasks: this step or the following step. Follow this step

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Command or Action Purpose

• Add a Softkey Template to a Common if your system uses a Common Device
Device Configuration, on page 194 Configuration to apply configuration options
• Associate a Common Device to phones. This is the most commonly used
Configuration with a Phone, on page 195 method for making a softkey template available
to phones.

Step 3 Associate a Softkey Template with a Phone, on Optional. Use this procedure either as an
page 195 alternative to associating the softkey template
with the Common Device Configuration, or in
conjunction with the Common Device
Configuration. Use this procedure in
conjunction with the Common Device
Configuration if you need assign a softkey
template that overrides the assignment in the
Common Device Configuration or any other
default softkey assignment.

Step 4 Configure Ad Hoc Conferencing, on page 195 Enable advanced conferencing, specify the
maximum number of participants, and specify
when to drop a conference connection.

Step 5 Configure Join Across Lines, on page 198 Enable Join Across Lines to create a conference.

Configure Softkey Template for Conferencing

Use this procedure to make the following conferencing softkeys available:

Softkey Description Call States

Conference List (ConfList) View a list of participant directory On Hook

numbers that are in an Ad Hoc
Connected
conference. The name of the
participant is displayed if it is
configured in Cisco Unified
Communications Manager
Administration.

Join Join up to 15 established calls (for On Hold

a total of 16) to create a conference.

Remove Last Conference Party The conference controller can On Hook

(Remove) invoke the conference list and
Connected
remove any participant in the
conference by using the Remove
softkey.

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Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Softkey Template.
Step 2 Perform the following steps to create a new softkey template; otherwise, proceed to the next step.
a) Click Add New.
b) Select a default template and click Copy.
c) Enter a new name for the template in the Softkey Template Name field.
d) Click Save.
Step 3 Perform the following steps to add softkeys to an existing template.
a) Click Find and enter the search criteria.
b) Select the required existing template.
Step 4 Check the Default Softkey Template check box to designate this softkey template as the default softkey
template.
Note If you designate a softkey template as the default softkey template, you cannot delete it unless you
first remove the default designation.

Step 5 Choose Configure Softkey Layout from the Related Links drop-down list in the upper right corner and
click Go.
Step 6 From the Select a Call State to Configure drop-down list, choose the call state for which you want the softkey
to display.
Step 7 From the Unselected Softkeys list, choose the softkey to add and click the right arrow to move the softkey
to the Selected Softkeys list. Use the up and down arrows to change the position of the new softkey.
Step 8 Repeat the previous step to display the softkey in additional call states.
Step 9 Click Save.
Step 10 Perform one of the following tasks:
• Click Apply Config if you modified a template that is already associated with devices to restart the
devices.
• If you created a new softkey template, associate the template with the devices and then restart them. For
more information, see Add a Softkey Template to a Common Device Configuration and Associate a
Softkey Template with a Phone sections.

What to do next
Complete one of the following procedures:
• Associate Softkey Template Common Device, on page 193
• Associate a Softkey Template with a Phone, on page 195

Associate Softkey Template Common Device

Optional. There are two ways to associate a softkey template with a phone:
• Add the softkey template to the Phone Configuration.

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• Add the softkey template to the Common Device Configuration.

The procedures in this section describe how to associate the softkey template with a Common Device
Configuration. Follow these procedures if your system uses a Common Device Configuration to apply
configuration options to phones. This is the most commonly used method for making a softkey template
available to phones.
To use the alternative method, go to Associate a Softkey Template with a Phone, on page 195

Before you begin

Configure Softkey Template for Conferencing, on page 192

Procedure

Command or Action Purpose

Step 1 Add a Softkey Template to a Common Device Perform this step to add a conferencing softkey
Configuration, on page 194 template to the Common Device Configuration.

Step 2 Associate a Common Device Configuration Perform this step to link the conferencing
with a Phone, on page 195 softkey Common Device Configuration to a
phone.

Add a Softkey Template to a Common Device Configuration

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Common Device Configuration.
Step 2 Perform the following steps to create a new Common Device Configuration and associate the softkey template
with it; otherwise, proceed to the next step.
a) Click Add New.
b) Enter a name for the Common Device Configuration in the Name field.
c) Click Save.
Step 3 Perform the following steps to add the softkey template to an existing Common Device Configuration.
a) Click Find and enter the search criteria.
b) Click an existing Common Device Configuration.
Step 4 In the Softkey Template drop-down list, choose the softkey template that contains the softkey that you want
to make available.
Step 5 Click Save.
Step 6 Perform one of the following tasks:
• If you modified a Common Device Configuration that is already associated with devices, click Apply
Config to restart the devices.
• If you created a new Common Device Configuration, associate the configuration with devices and then
restart them.

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Associate a Common Device Configuration with a Phone

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find and select the phone device to add the softkey template.
Step 3 From the Common Device Configuration drop-down list, choose the common device configuration that
contains the new softkey template.
Step 4 Click Save.
Step 5 Click Reset to update the phone settings.

Associate a Softkey Template with a Phone

Optional. Use this procedure as an alternative to associating the softkey template with the Common Device
Configuration. This procedure also works in conjunction with the Common Device Configuration. You can
use it when you need to assign a softkey template that overrides the assignment in the Common Device
Configuration or any other default softkey assignment.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find to select the phone to add the softkey template.
Step 3 From the Softkey Template drop-down list, choose the template that contains the new softkey.
Step 4 Click Save.
Step 5 Press Reset to update the phone settings.

Configure Ad Hoc Conferencing

Configure advanced Ad Hoc conferencing to allow non-controller participants to add and remove other
participants and the ability of all participants to link ad hoc conferences together.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose the server.
Step 3 From the Service drop-down list, choose Cisco CallManager.
Step 4 Configure the fields in the Clusterwide Parameters (Features - Conference) area. For parameter descriptions,
see Ad Hoc Conferencing Service Parameters, on page 196.

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Step 5 Click Save.

What to do next
Configure Join Across Lines, on page 198

Ad Hoc Conferencing Service Parameters

The following table lists the main service parameters for Ad Hoc conferencing. For additional conferencing
service parameters, refer to the Service Parameter Configuration window's Advanced option. Conferencing
service parameters appear under Clusterwide Parameters (Feature - Conference).

Table 19: Ad Hoc Conference Service Parameters

Service Parameters Description

Drop Ad Hoc Conference Drop Ad Hoc Conference, prevents toll fraud (where an internal conference
controller disconnects from the conference while outside callers remain
connected). The service parameter settings specify conditions under which an ad
hoc conference gets dropped.
• Never—The conference does not get dropped. (We recommend that you
use the default option to avoid unintentional termination of a conference).
• When No OnNet Parties Remain in the Conference—The system drops
the active conference when the last on-network party in the conference hangs
up or drops out of the conference. Unified Communications Manager releases
all resources that are assigned to the conference.
Note Drop Ad Hoc Conference feature in an ILS deployment will not
drop the parties when it set at When No OnNet Parties Remain
in the Conference because the route patterns learned are
classified as On Net.

• When Conference Controller Leaves—The active conference terminates

when the primary controller (conference creator) hangs up. Unified
Communications Manager releases all resources that are assigned to the
conference.

Note We recommend that you set this service parameter to Never. Any
other setting can result in unintentional termination of a conference.
The Drop Ad Hoc Conference service parameter works differently for
conference calls that are initiated from a Cisco Unified IP Phone 7940
or 7960 that is running SIP, or a third-party phone that is running SIP
.

Maximum Ad Hoc This parameter specifies the maximum number of participants that are allowed
Conference in a single Ad Hoc conference.
Default Value: 4

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Service Parameters Description

Advanced Ad Hoc This parameter determines whether advanced Ad Hoc conference features are
Conference Enabled enabled. This includes the ability of non-controller participants to add and remove
other participants and the ability of all participants to link ad hoc conferences
together.

Non-linear Ad Hoc This parameter determines whether more than two Ad Hoc conferences can be
Conference Linking linked directly to an Ad Hoc conference in a non-linear fashion ( three or more
Enabled conferences linked to any one conference).

Choose Encrypted Audio This parameter determines whether Unified Communications Manager chooses
Conference Instead Of an encrypted audio conference bridge or an unencrypted video conference bridge
Video Conference for an Ad-Hoc conference call when the conference controller's Device Security
Mode is set to either Authenticated or Encrypted and at least two conference
participants are video-capable. Because encrypted video conference bridges are
not supported in this release, Unified Communications Manager must choose
between an encrypted audio conference bridge and an unencrypted video
conference bridge. The default value is True.

Minimum Video Capable This parameter specifies the number of video-capable conference participants
Participants To Allocate that must be present in an Ad Hoc conference to allocate a video conference
Video Conference bridge. If the number of video-capable participants is less than the number
specified in this parameter, Unified Communications Manager allocates an audio
conference bridge. If the number of video-capable participants is equal to, or
greater than, the number specified in this parameter, Unified Communications
Manager allocates a video conference bridge, when available, from the configured
media resource group list (MRGL). Specifying a value of zero means that video
conference bridges will always be allocated, even when none of the participants
on the conference are video-capable. When a conference has been established
using an audio bridge and then additional video-capable participants join the
conference, the conference will remain on the audio bridge and will not convert
to video. The default value is 2.

Allocate Video This parameter determines whether Unified Communications Manager chooses
Conference Bridge For a video conference bridge, when available, for an Ad Hoc audio-only conference
Audio Only Conferences call when the video conference bridge has a higher priority than an audio
When The Video conference bridge in the media resource group list (MRGL). If an audio conference
Conference Bridge Has bridge has higher priority than any video conference bridge in the MRGL, Unified
Higher Priority Communications Manager ignores this parameter. This parameter proves useful
in situations where the local conference bridge is a video bridge (and configured
in the MRGL with the highest priority) and audio conference bridges are only
available in remote locations; in that situation, enabling this parameter means
thatUnified Communications Manager would attempt to use the local video
conference bridge first, even for audio-only conference calls. The default value
is False.

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Service Parameters Description

Enable This parameter determines whether the Click-to-Conference functionality over

Click-to-Conference for the SIP trunk is enabled on Unified Communications Manager. The
Third-Party Applications Click-to-Conference feature allows third-party applications to setup a conference
using the SIP out of dialog REFER method and subscribe to the SIP trunk for
Conference Event Package through SIP SUBSCRIBE/NOTIFY.
Warning Enabling this parameter could negatively affect CTI applications that
are not coded to support this feature.

Default value: False

Cluster Conferencing This parameter defines a number, up to 8 digits (e.g. 0001), that is prefixed to a
Prefix Identifier conference identifier generated for Adhoc and Meet-Me conferences that will be
hosted on a SIP conference bridge such as Cisco Telepresence MCU or Cisco
Telepresence Conductor. This field should be populated by the administrator
when there are multiple clusters in a network that will be sharing the SIP
conference bridges that Unified Communications Manager manages. Every cluster
should be configured with a unique prefix to ensure that the conference identifier
for Adhoc and Meet-Me conferences is unique. If conference resources are not
being shared across clusters, then this field may not be populated.

Configure Join Across Lines

The Join Across Lines feature allows a user to join calls on multiple phone lines (either on different directory
numbers or on the same directory number but on different partitions) to create a conference.

Before you begin

• Ensure the phone model supports Join Across Lines Generate a Phone Feature List, on page 1
• Configure Ad Hoc Conferencing, on page 195

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Default Device Profile.
The Default Device Profile Configuration window is displayed.
Step 2 From the Device Profile Type drop-down list, choose the phone model.
Step 3 From the Device Protocol drop-down list, choose the relevant SCCP or SIP protocol.
Step 4 Set the Join Across Lines to On.
Step 5 Click Save.

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Conference Interactions
Feature Interaction

Conference by Using Initiate a conference by pressing the cBarge softkey, or if the Single Button
cBarge cBarge feature is enabled, by pressing the shared-line button of the active call.
When cBarge is initiated, a barge call gets set up by using the shared conference
bridge, if available. The original call gets split and then joined at the conference
bridge. The call information for all parties gets changed to Conference.
The barged call becomes a conference call with the barge target device as the
conference controller. It can add more parties to the conference or can drop any
party.
When any party releases from the call, leaving only two parties in the conference,
the remaining two parties experience a brief interruption and then get reconnected
as a point-to-point call, which releases the shared conference resource.

Interaction with Call Park, If the conference controller transfers, parks, or redirects the conference to another
Call Transfer, and party, the party that retrieves the call acts as the virtual controller for the
Redirect conference. A virtual controller cannot add new parties to the conference nor
remove any party that was added to the conference, but a virtual controller can
transfer, park, or redirect the conference to another party, who would, in turn,
become the virtual controller of the conference. When this virtual controller hangs
up the call, the conference ends.

Softkey display on SIP The ConfList and the Remove softkey feature is available only on SCCP phones.
phones The SIP phones have a Show Details button with similar functionality.

Conference Restrictions
The following restrictions apply to ad hoc conferencing:

Feature Restrictions

Ad Hoc conference Unified Communications Manager supports a maximum of 100 simultaneous Ad

Hoc conferences for each Unified Communications Manager server.
Cisco Unified Communications Manager supports a maximum of 64 participants
per Ad Hoc conference (provided adequate conference resources are available).
In the case of linked Ad Hoc conferences, the system considers each conference
as one participant.

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Feature Restrictions

Ad Hoc conference on Unified Communications Manager uses“ beep” and “beep beep” tones when a
SIP phones: new party is added and when the new party drops from the Ad Hoc conference,
respectively. When a party is added to an Ad Hoc conference, a user on a phone
• Cisco Unified IP
that is running SIP may not hear the beep; when a participant drops from the Ad
Phone 7911
Hoc conference, a user on a phone that is running SIP may not hear the
• Cisco Unified IP “beep beep”. Users might not hear the beeps because of the time it takes Unified
Phone 7941 Communications Manager to set up and tear down connections during the
conferencing process.
• Cisco Unified IP
Phone 7961 You can invoke Ad Hoc conference linking for phones that are running SIP only
by using the Conference and Transfer functions. The system does not support
Direct Transfer and Join. Supported phones that are running SIP comprise Cisco
Unified IP Phone 7911, 7941, 7961.

Ad Hoc conference on • Phones display individual calls as conference calls. Cisco Unified IP Phones
SIP phones: 7940 and 7960 can create local conference calls but not Ad Hoc conference
calls.
• Cisco Unified IP
Phone 7940 • Conference list (ConfList), is not available.
• Cisco Unified IP • Remove last conference participant (RmLstC), is not available.
Phone 7960
• Drop Ad Hoc conference is not supported.
• Third-Party Phone
• The SIP Profile parameter Conference Join Enabled controls behavior of
the phone that is running SIP when the conference controller exits a locally
hosted conference. If the Conference Join Enabled check box is unchecked,
all legs disconnect when the conference controller exits the Ad Hoc
conference call. If the Conference Join Enabled check box is checked, the
remaining two parties stay connected.
• To achieve the same level of control that the Drop Ad Hoc Conference
parameter settings provide for conference calls that a phone that is running
SCCP initiates, the administrator can use a combination of the Conference
Join Enabled SIP profile parameter and the Block OffNet to OffNet Transfer
service parameter for conferences that are initiated on the phone that is
running SIP (Cisco Unified IP Phone 7940 or 60). (Because the phone that
is running SIP performs a transfer when it drops out of the conference call,
the Block OffNet to OffNet Transfer can prevent toll fraud by not allowing
two offnet phones to remain in the call.)
• Unified Communications Manager uses “beep” and “beep beep” tones when
a new party is added and when the new party drops from the Ad Hoc
conference, respectively. When a party is added to an Ad Hoc conference,
a user on a phone that is running SIP may not hear the beep when a
participant drops from the Ad Hoc conference, a user on a phone that is
running SIP may not hear the “beep beep”. Users might not hear the beeps
because of the time it takes Unified Communications Manager to set up and
tear down connections during the conferencing process.

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Phone displaying "To Configure a Call Manager cluster with Publisher (CmA11) and Subscribers
Conference" even when (CmA2).
two parties are connected
Phones A, B, C are registered with CmA1. Phones D is registered with CmA2.
• Setup an consultative or blind ad-hoc conference between A(1000), B(4000),
C(5000), D(6000) with A as the controller.
• Shutdown Cma2.
• Phone D will go to Preservation mode & press end call softkey .
• Phone A,B & C are in conference.
• Phone A,B & C are in conference.
• Disconnect Phone A ,then Phone B & C should be in a Direct call. Issue:
Phone B & C are still in conference
• Disconnect Phone A ,then Phone B & C should be in a Direct call. Issue:
Phone B & C are still in conference
• Disconnect Phone B, there should be no call on phone C. Phone B & C are
still in conference. Issue: Phone C is still in Conference .

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Meet-Me Conferencing
• Meet-Me Conferencing Overview, on page 203
• Meet-Me Conferencing Task Flow, on page 203
• Meet-Me Conferencing Restrictions, on page 208

Meet-Me Conferencing Overview

Users can use Meet-Me Conferencing to set up or join conferences. A user that sets up a conference is called
the conference controller. A user that joins a conference is called a participant.

Meet-Me Conferencing Task Flow

Before you begin
• Refer to the configuration documentation which came with your router and check for any settings which
you may need to configure before proceeding with the Meet-Me Conferencing Task Flow.

Procedure

Command or Action Purpose

Step 1 Configure a Softkey Template for Meet-Me Add the Meet-Me softkey to a softkey template.
Conferencing, on page 204
Step 2 To Associate a Softkey Template with a Optional. To make the softkey template
Common Device Configuration, on page 205, available to phones, you must complete either
complete the following subtasks: this step or the following step.
• Add a Softkey Template to a Common
Device Configuration, on page 205
• Associate a Common Device
Configuration with a Phone, on page 206

Step 3 Common Device ConfigurationAssociate a Optional. Use this procedure either as an

Softkey Template with a Phone, on page 206 alternative to associating the softkey template
with the Common Device Configuration, or in

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Command or Action Purpose

conjunction with the Common Device
Configuration. Use this procedure in
conjunction with the Common Device
Configuration if you need assign a softkey
template that overrides the assignment in the
Common Device Configuration or any other
default softkey assignment.

Step 4 Configure a Meet-Me Conferencing Number, Enable advanced conferencing, specify the
on page 207 maximum number of participants, and specify
when to drop a conference connection.

Configure a Softkey Template for Meet-Me Conferencing

Use this procedure to make the Meet Me softkey available in the off hook call state.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Softkey Template.
Step 2 Perform the following steps to create a new softkey template; otherwise, proceed to the next step.
a) Click Add New.
b) Select a default template and click Copy.
c) Enter a new name for the template in the Softkey Template Name field.
d) Click Save.
Step 3 Perform the following steps to add softkeys to an existing template.
a) Click Find and enter the search criteria.
b) Select the required existing template.
Step 4 Check the Default Softkey Template check box to designate this softkey template as the default softkey
template.
Note If you designate a softkey template as the default softkey template, you cannot delete it unless you
first remove the default designation.

Step 5 Choose Configure Softkey Layout from the Related Links drop-down list in the upper right corner and
click Go.
Step 6 From the Select a Call State to Configure drop-down list, choose the call state for which you want the softkey
to display.
Step 7 From the Unselected Softkeys list, choose the softkey to add and click the right arrow to move the softkey
to the Selected Softkeys list. Use the up and down arrows to change the position of the new softkey.
Step 8 Repeat the previous step to display the softkey in additional call states.
Step 9 Click Save.
Step 10 Perform one of the following tasks:
• Click Apply Config if you modified a template that is already associated with devices to restart the
devices.

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• If you created a new softkey template, associate the template with the devices and then restart them. For
more information, see Add a Softkey Template to a Common Device Configuration and Associate a
Softkey Template with a Phone sections.

Associate a Softkey Template with a Common Device Configuration

Optional. There are two ways to associate a softkey template with a phone:
• Add the softkey template to the Phone Configuration.
• Add the softkey template to the Common Device Configuration.

The procedures in this section describe how to associate the softkey template with a Common Device
Configuration. Follow these procedures if your system uses a Common Device Configuration to apply
configuration options to phones. This is the most commonly used method for making a softkey template
available to phones.
To use the alternative method, see Associate a Softkey Template with a Phone, on page 206.

Before you begin

Configure a Softkey Template for Meet-Me Conferencing, on page 204

Procedure

Command or Action Purpose

Step 1 Add a Softkey Template to a Common Device
Configuration, on page 205
Step 2 Associate a Common Device Configuration
with a Phone, on page 206

Add a Softkey Template to a Common Device Configuration

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Common Device Configuration.
Step 2 Perform the following steps to create a new Common Device Configuration and associate the softkey template
with it; otherwise, proceed to the next step.
a) Click Add New.
b) Enter a name for the Common Device Configuration in the Name field.
c) Click Save.
Step 3 Perform the following steps to add the softkey template to an existing Common Device Configuration.
a) Click Find and enter the search criteria.
b) Click an existing Common Device Configuration.

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Step 4 In the Softkey Template drop-down list, choose the softkey template that contains the softkey that you want
to make available.
Step 5 Click Save.
Step 6 Perform one of the following tasks:
• If you modified a Common Device Configuration that is already associated with devices, click Apply
Config to restart the devices.
• If you created a new Common Device Configuration, associate the configuration with devices and then
restart them.

Associate a Common Device Configuration with a Phone

Before you begin

Add a Softkey Template to a Common Device Configuration, on page 205

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find and select the phone device to add the softkey template.
Step 3 From the Common Device Configuration drop-down list, choose the common device configuration that
contains the new softkey template.
Step 4 Click Save.
Step 5 Click Reset to update the phone settings.

Associate a Softkey Template with a Phone

Optional. Use this procedure as an alternative to associating the softkey template with the Common Device
Configuration. This procedure also works in conjunction with the Common Device Configuration. You can
use it when you need to assign a softkey template that overrides the assignment in the Common Device
Configuration or any other default softkey assignment.

Before you begin

Configure a Softkey Template for Meet-Me Conferencing, on page 204

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find to select the phone to add the softkey template.
Step 3 From the Softkey Template drop-down list, choose the template that contains the new softkey.
Step 4 Click Save.

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Step 5 Press Reset to update the phone settings.

Configure a Meet-Me Conferencing Number

The Cisco Unified Communications Manager administrator provides the Meet-Me conference directory
number range to users, so that they can access the feature. The user chooses a directory number from the range
that is specified for the Meet-Me Number or Pattern to establish a Meet-Me conference and becomes the
conference controller.

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Meet-Me Number/Pattern.
The Find and List Meet-Me Numbers window appears.
Step 2 Enter the appropriate search criteria and click Find.
All matching records are displayed.
Step 3 In the list of records, click the link for the record that you want to view.
Step 4 Perform one of the followings tasks:
• To copy a Meet-Me number or pattern, click the Meet-Me number or pattern that you want to copy. The
Meet-Me Number/Pattern Configuration window appears. Click Copy.
• To add a Meet-Me Number or Pattern, click the Add New button.
• To update an existing Meet-Me Number or Pattern, click the Meet-Me Number or Pattern that you want
to update.

Step 5 Enter the appropriate settings.

See the Related Topics section for information about the fields and their configuration options.

Step 6 Click Save.

Meet-Me Number and Pattern Settings

Field Description

Directory Number or Enter a Meet-Me number or a range of numbers.

Pattern
To configure a range, the dash must appear within brackets and follow a digit;
for example, to configure the range 1000 to 1050, enter 10[0-5]0.

Description The description can include up to 50 characters in any language, but it cannot
include double quotation marks ("), percentage sign (%), ampersand (&), or angle
brackets (<>).

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Field Description

Partition To use a partition to restrict access to the Meet-Me number or pattern, choose
the desired partition from the drop-down list box.
If you do not want to restrict access to the Meet-Me number or pattern, choose
<None> for the partition.
You can configure the number of partitions that are displayed in this drop-down
list box by using the Max List Box Items enterprise parameter. If more partitions
exist than the Max List Box Items enterprise parameter specifies, the Find button
is displayed next to the drop-down list box. Click the Find button to display the
Find and List Partitions window.
Note To set the maximum list box items, choose System > Enterprise
Parameters and update the Max List Box Items field under
CCMAdmin Parameters.

Note Make sure that the combination of Meet-Me number or pattern and
partition is unique within the Unified Communications Manager
cluster.

Minimum Security Level Choose the minimum Meet-Me conference security level for this Meet-Me number
or pattern from the drop-down list box.
• Choose Authenticated to block participants with nonsecure phones from
joining the conference.
• Choose Encrypted to block participants with authenticated or nonsecure
phones from joining the conference.
• Choose Non Secure to allow all participants to join the conference.

Note To use this feature, ensure that you have a secure conference bridge
that is configured and available.

Meet-Me Conferencing Restrictions

Unified Communications Manager supports a maximum of 100 simultaneous Meet-Me conferences for each
Unified Communications Manager server.
After the maximum number of participants that is specified for that conference is has been exceeded, no other
callers can join the conference.

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Conference Now
• Conference Now Overview, on page 209
• Conference Now Prerequisites, on page 209
• Activate Cisco IP Voice Media Streaming, on page 210
• Configure Conference Now Settings, on page 210
• Enable Conference Now for User, on page 211
• Enable Conference Now via LDAP, on page 211
• Conference Now Interactions, on page 212
• Conference Now Restrictions, on page 213

Conference Now Overview

Conference Now provides a basic audio conferencing solution for small business customers that allows internal
and external callers to join a conference via a centralized IVR.
To host a meeting, configured users must configure a meeting PIN that they will need to enter, along with the
meeting number, when starting the meeting. The host provides the other meeting participants with the relevant
meeting information, including the time slot, meeting number (which is usually the host’s primary extension)
and an optional access code for secure conferences. At the designated time, the other participants can join the
call by dialing the IVR, and entering the meeting information at the prompts.
Administrators must configure end users with the ability to host Conference Now conferences. After the
feature is configured, meeting hosts can edit their meeting access code from within the Self-Care Portal.

Note Cisco recommends that you use IPVMS software-based conference bridges for Conference Now. If you use
other conference bridges, the conference entry and exit tones may not play to participants.

Conference Now Prerequisites

To use Conference Now you must make sure that the following media resources are configured, and are
available to the devices that will be initiating conferences.

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• Conference Bridge—For the best user experience, we recommend using a software-based Cisco IPVMS
conference bridge. Using another conference bridge might not provide the conference party entry and
exit tone.
• Interactive Voice Response (IVR)

After you configure these resources, you can make them available to devices by configuring a media resource
group list that includes these resources and then associating that media resource group list to the device pools
that will be used by your devices, or to individual devices. For more information on configuring Conference
Bridges, Interactive Voice Response, and Media Resource Groups, see "Configure Media Resources" section
of the System Configuration Guide for Cisco Unified Communications Manager.

Activate Cisco IP Voice Media Streaming

The Cisco IP Voice Media Streaming Service must be running in order to use IVR services and Conference
Now.

Procedure

Step 1 From Cisco Unified Serviceability, choose Tools > Service Activation.
Step 2 From the Server drop-down list, choose the Cisco Unified Communications Manager publisher node.
Step 3 If the Cisco IP Voice Media Streaming application is deactivated, check the corresponding check box and
click Save.

Configure Conference Now Settings

Use this procedure to configure Conference Now system settings on Unified Communications Manager.

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Conference Now.
Step 2 In the Conference Now IVR Directory Number field, enter a DID (Direct Inward Dial) number for a Unified
Communications Manager cluster to provide access for external callers.
Step 3 From the Route Partition drop-down list, select a partition.
Note The combination of the number and the partition must be unique within a cluster.

Step 4 Complete the remaining fields in the Conference Now Configuration window. For more information on the
fields and their configuration options, see Online Help.
Step 5 Click Save.

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What to do next
Enable the feature for end users:
• If you haven't yet synced your LDAP directory, add Conference Now to your LDAP sync, so that newly
synced users will be able to host Conference Now meetings. See Enable Conference Now via LDAP, on
page 211.
• To enable the feature for an existing end user, see Enable Conference Now for User, on page 211.

Enable Conference Now for User

Use this procedure to configure an existing end user with the ability to host Conference Now meetings.

Note You can also use Bulk Administration's Update Users feature to enable Conference Now for a large number
of users via a csv file. You must ensure that the same settings as in the below task are configured. For more
information, on how to use Update Users, see Bulk Administration Guide for Cisco Unified Communications
Manager.

Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > End User.
Step 2 Click Find and select the user for whom you want to add Conference Now.
Step 3 Under Conference Now, check the Enable End User to Host Conference Now check box.
Step 4 (Optional) For secure conferencing, enter an Attendees Access Code. Note that end users will be able to
modify their access code setting within the Self-Care Portal.
Note If the user has a Self-Service User ID assigned, the Conference Now Meeting Number prepopulates
with the value of the Self-Service User ID, which defaults to the user's primary extension.

Step 5 Complete any remaining fields within the End User Configuration window. For more information on the
fields and their configuration options, see Online Help.
Step 6 Click Save.

Enable Conference Now via LDAP

If you have not yet synced your LDAP directory, you can enable Conference Now for synced users by adding
the option to a feature group template and then adding that feature group template to the initial LDAP sync.
New users provisioned via the LDAP sync will have Conference Now enabled.

Note You cannot apply feature group template edits to an LDAP directory sync where the initial sync has already
occurred. To apply these edits to an LDAP sync, the initial sync must not yet have occurred.

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Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > User Phone/Add > Feature Group
Template.
Step 2 Do either of the following:
• Select Find and select an existing template.
• Click Add New to create a new template.

Step 3 From the drop-down list, select a Service Profile.

Step 4 From the drop-down list, select a User Profile.
Step 5 Check the Enable End User to Host Conference Now check box.
Step 6 Click Save.

What to do next
Assign the template to an LDAP directory sync so that synced users will be configured for Conference Now.
For more information on configuring an LDAP sync, see the "Configure End Users" section of the System
Configuration Guide for Cisco Unified Communications Manager.
Alternatively, you can add a new user with Conference Now functionality via the Quick User/Phone Add
menu. You would need to add a new user that uses this feature group template in addition to assigning a
primary extension.

Conference Now Interactions

Feature Interactions

Mobility EFA (Enterprise A mobility user dials an Enterprise Feature Access DID number from a remote
Feature Access) destination. After the call is connected, the remote destination phone is used to
send DTMF digits to Unified Communications Manager via the PSTN gateway.
The user PIN followed by the # key is first authenticated with Unified
Communications Manager. After the user PIN authentication is successful, press
1 and the # key, to indicate a two-stage dialed call, followed by the desired phone
number. If the dialed phone number is a Conference Now IVR Directory Number
and the user is a meeting host, then the user must enter the PIN again.

Mobility MVA (Mobile A call is directed to Unified Communications Manager through the enterprise
Voice Access) PSTN H.323 or SIP gateway. The IVR prompts the user to enter the User ID, #
key, PIN, # key, number 1 (to make a Mobile Voice Access call) and then the
desired phone number. If the phone number is a Conference Now IVR Directory
Number and the user is a meeting host, then the user must enter the PIN again.
Note Users are not prompted for entering their PIN if they dial directly from
their remote destination. However, if they dial from a different phone
to Mobile Voice Access Directory Number, then they are prompted
to enter PIN before they can make the call. If the users call Conference
Now IVR Directory Number, they are prompted to enter the PIN again.

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Conference Now Restrictions

The Conference Now feature has the following restrictions:
• The host cannot mute attendees.
• The attendee cannot mute the audio by entering DTMF digits.
• The list of Conference Now participants is not supported.
• Maximum number of participants in a conference is controlled by the existing CallManager service
parameter "Maximum MeetMe Conference Unicast". It applies to both internal and external callers.
• Maximum number of simultaneous Conference Now and MeetMe conference instances combined together
is 100 per Unified Communications Manager CallManager node.
• Video on hold is not supported.
• The IPVMS software conference bridge only supports codec G.711 (ALaw & ULaw) and Wide Band
256k. If there is a codec mismatch between the calling device and the software conference bridge, a
transcoder will be allocated.
• Ensure that at least one of the following conditions are met to play the conference party entry and exit
tone:
• At least one conference participant is using the Cisco IP Phone.
• IPVMS is the allocated software conference bridge.

• When the sets up a Conference Bridge, the conference will continue with the remaining attendees
irrespective whether the host is present or not. If the host wants to rejoin the conference, an announcement
to enter the Attendee Access Code is played if it is configured by host. The host cannot schedule or mute
attendees; therefore, the host status is no longer valid.
• No audio announcement will play if the host is the first person to join the conference. However, when
the host dials into Conference Now from an internal IP Phone, there is a visual display on the IP Phone
showing “To Conference”.

Note If the host joins the Conference Now from any external phone, then there will be
no visual display on the phone.

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PA R T VIII
Placing Calls
• Call Back , on page 217
• Hotline , on page 229
• Speed Dial and Abbreviated Dial, on page 243
• WebDialer , on page 247
• Paging , on page 263
• Intercom , on page 283
 CHAPTER 19
Call Back
• Call Back Overview, on page 217
• Call Back Prerequisites, on page 217
• Call Back Configuration Task Flow, on page 218
• Call Back Interactions, on page 223
• Call Back Restrictions, on page 224
• Call Back Troubleshooting, on page 225

Call Back Overview

The CallBack feature allows you to receive notification when a busy extension is available to receive calls.
You can activate Call Back for a destination phone that is within the same Unified Communications Manager
cluster as your phone or on a remote Private Integrated Network Exchange (PINX) over QSIG trunks or
QSIG-enabled intercluster trunks.
To receive CallBack notification, press the CallBack softkey or feature button while receiving a busy or
ringback tone. You can activate Call Back during reorder tone, which is triggered when the No Answer timer
expires.

Suspend/Resume
The Call Back feature enables the system to suspend the call completion service if the user who originated
Call Back is busy. When the originating user then becomes available, the call completion service resumes for
that user.

Note Call Back supports Suspend/Resume CallBack notification for both intracluster and intercluster QSIG trunks
or QSIG-enabled intercluster trunks.

Call Back Prerequisites

To use the Call Back feature, the destination phone must be in one of the following locations:
• In the same Unified Communications Manager cluster as the user phone

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• On a remote PINX over QSIG trunks

• On a remote PINX over QSIG-enabled intercluster trunks

If you want to use non-English phone locales or country-specific tones, you must install locales.
• The following devices support the Call Back feature:
• Cisco Unified IP Phones 6900, 7900, 8900, and 9900 Series (except 6901 and 6911)
• Cisco IP Phones 7800 and 8800 Series
• Cisco VGC Phone (uses the Cisco VG248 Gateway)
• Cisco Analog Telephone Adapter (ATA) 186 and 188
• Busy Subscriber for Cisco VG224 endpoints
• No Answer for Cisco VG224 endpoints

• A CTI route point that forwards calls to any of the supported phones.

Call Back Configuration Task Flow

Complete one of the task flows depending on whether your phone supports softkey or buttons.
Use this table to determine whether to configure the CallBack softkey or the button for the Call Back supported
IP phones.

Table 20: Cisco IP Phones That Use CallBack Softkeys and Buttons

Cisco Phone Model CallBack Softkey CallBack Button

Cisco Unified IP Phone 6900 Series (except X X

6901 and 6911)

Cisco Unified IP Phone 7900 Series X

Cisco IP Phone 7800 and 8800 Series X X

Cisco Unified IP Phone 8900 Series X X

Cisco Unified IP Phone 9900 Series X X

Cisco IP Communicator X

Before you begin

• Review Call Back Prerequisites, on page 217.

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Procedure

Command or Action Purpose

Step 1 Configure Softkey Template for CallBack, on Perform this step to add CallBack softkey to
page 219 template and configure the softkey using the
Common Device Configuration or phone.

Step 2 Configure CallBack Button, on page 222 Perform this step to add and configure the
CallBack button to a phone.

Configure Softkey Template for CallBack

CallBack softkey has the following call states:
• On Hook
• Ring Out
• Connected Transfer

Use this procedure to make the CallBack softkey available:

Before you begin

Ensure your phone supports Call Back.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Softkey Template.
Step 2 Perform the following steps to create a new softkey template; otherwise, proceed to the next step.
a) Click Add New.
b) Select a default template and click Copy.
c) Enter a new name for the template in the Softkey Template Name field.
d) Click Save.
Step 3 Perform the following steps to add softkeys to an existing template.
a) Click Find and enter the search criteria.
b) Select the required existing template.
Step 4 Check the Default Softkey Template check box to designate this softkey template as the default softkey
template.
Note If you designate a softkey template as the default softkey template, you cannot delete it unless you
first remove the default designation.

Step 5 Choose Configure Softkey Layout from the Related Links drop-down list in the upper right corner and
click Go.
Step 6 From the Select a Call State to Configure drop-down list, choose the call state for which you want the softkey
to display.

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Step 7 From the Unselected Softkeys list, choose the softkey to add and click the right arrow to move the softkey
to the Selected Softkeys list. Use the up and down arrows to change the position of the new softkey.
Step 8 Repeat the previous step to display the softkey in additional call states.
Step 9 Click Save.
Step 10 Perform one of the following tasks:
• Click Apply Config if you modified a template that is already associated with devices to restart the
devices.
• If you created a new softkey template, associate the template with the devices and then restart them. For
more information, see Add a Softkey Template to a Common Device Configuration and Associate a
Softkey Template with a Phone sections.

What to do next
Perform one the following procedures:
• Associate CallBack Softkey Template with a Common Device Configuration, on page 220
• Associate CallBack Softkey Template with Phone, on page 221

Associate CallBack Softkey Template with a Common Device Configuration

Optional. There are two ways to associate a softkey template with a phone:
• Add the softkey template to the Phone Configuration.
• Add the softkey template to the Common Device Configuration.

The procedures in this section describe how to associate the softkey template with a Common Device
Configuration. Follow these procedures if your system uses a Common Device Configuration to apply
configuration options to phones. This is the most commonly used method for making a softkey template
available to phones.
To use the alternative method, see Associate CallBack Softkey Template with Phone, on page 221.

Procedure

Command or Action Purpose

Step 1 Add CallBack Softkey Template to the Perform this step to add CallBack softkey
Common Device Configuration, on page 220 template to the Common Device Configuration.

Step 2 Associate a Common Device Configuration Perform this step to link the CallBack softkey
with a Phone, on page 221 Common Device Configuration to a phone.

Add CallBack Softkey Template to the Common Device Configuration

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Common Device Configuration.

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Step 2 Perform the following steps to create a new Common Device Configuration and associate the softkey template
with it; otherwise, proceed to the next step.
a) Click Add New.
b) Enter a name for the Common Device Configuration in the Name field.
c) Click Save.
Step 3 Perform the following steps to add the softkey template to an existing Common Device Configuration.
a) Click Find and enter the search criteria.
b) Click an existing Common Device Configuration.
Step 4 In the Softkey Template drop-down list, choose the softkey template that contains the softkey that you want
to make available.
Step 5 Click Save.
Step 6 Perform one of the following tasks:
• If you modified a Common Device Configuration that is already associated with devices, click Apply
Config to restart the devices.
• If you created a new Common Device Configuration, associate the configuration with devices and then
restart them.

Associate a Common Device Configuration with a Phone

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find and select the phone device to add the softkey template.
Step 3 From the Common Device Configuration drop-down list, choose the common device configuration that
contains the new softkey template.
Step 4 Click Save.
Step 5 Click Reset to update the phone settings.

Associate CallBack Softkey Template with Phone

Optional: Use this procedure either as an alternative to associating the softkey template with the Common
Device Configuration, or in conjunction with the Common Device Configuration. Use this procedure in
conjunction with the Common Device Configuration if you need to assign a softkey template that overrides
the assignment in the Common Device Configuration or any other default softkey assignment.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find to select the phone to add the softkey template.
Step 3 From the Softkey Template drop-down list, choose the template that contains the new softkey.
Step 4 Click Save.

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Configure CallBack Button

Step 5 Press Reset to update the phone settings.

Configure CallBack Button

The procedures in this section describe how to configure the CallBack button.

Procedure

Command or Action Purpose

Step 1 Configure Phone Button Template for Call Perform this step to assign CallBack button
Back, on page 222 features to line or speed dial keys.

Step 2 Associate a Button Template with a Phone, on Perform this step to configure the CallBack
page 223 button for a phone.

Configure Phone Button Template for Call Back

Follow this procedure when you want to assign features to line or speed dial keys.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Phone Button Template.
Step 2 Click Find to display list of supported phone templates.
Step 3 Perform the following steps if you want to create a new phone button template; otherwise, proceed to the next
step.
a) Select a default template for the model of phone and click Copy.
b) In the Phone Button Template Information field, enter a new name for the template.
c) Click Save.
Step 4 Perform the following steps if you want to add phone buttons to an existing template.
a) Click Find and enter the search criteria.
b) Choose an existing template.
Step 5 From the Line drop-down list, choose feature that you want to add to the template.
Step 6 Click Save.
Step 7 Perform one of the following tasks:
• Click Apply Config if you modified a template that is already associated with devices to restart the
devices.
• If you created a new softkey template, associate the template with the devices and then restart them.

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Associate a Button Template with a Phone

Associate a Button Template with a Phone

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find to display the list of configured phones.
Step 3 Choose the phone to which you want to add the phone button template.
Step 4 In the Phone Button Template drop-down list, choose the phone button template that contains the new feature
button.
Step 5 Click Save.
A dialog box is displayed with a message to press Reset to update the phone settings.

Call Back Interactions

Feature Interaction

Call Forward Calls that are made from CallBack notification screen will override
all the Call Forward configured values on the target DN. The calls
should be made before CallBack recall timer expires otherwise the
calls will not override the Call Forward configured values.

CallBack notification with phones CallBack notification works differently only for Cisco Unified IP
running SIP Phones 7960 and 7940. All other SIP phones and all SCCP phones
support on-hook and off-hook notification.
The only way that Unified Communications Manager knows when
a line on a SIP 7960 or 7940 phone becomes available is by
monitoring an incoming SIP INVITE message that Unified
Communications Manager receives from the phone. After the phone
sends the SIP INVITE to Unified Communications Manager and
the phone goes on-hook, Unified Communications Manager sends
an audio and CallBack notification screen to the Cisco Unified IP
Phone 7960 and 7940 (SIP) user.

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Call Back Restrictions

Feature Interaction

Do Not Disturb (DND) CallBack would work normally in case or when DND-Reject is set
to Off at the originating or the terminating end. The behavior differs
only when DND-Reject is set to On.
• DND-Reject On on Originating end—User A calls User B
and invokes Call Back. User A goes on DND-R. After User B
is available, the CallBack notification will still be displayed to
User A. That is, user will still be notified with the availability
of the other party irrespective of the DND status.
• DND-Reject On on Terminating end—User A calls User B,
and User B has set DND-Reject to On. User A will get a fast
busy tone. User A can initiate CallBack on a busy endpoint. If
User B is still on DND-Reject and goes Offhook and Onhook,
User A will get a notification “User B is available now but on
DND-R”, and it will not show the Dial option. If User A does
not choose to cancel, CallBack will still monitor User B until
User B sets DND-Reject to Off.

Cisco Extension Mobility When a Cisco Extension Mobility user logs in or logs out, any active
call completion that is associated with Call Back is automatically
canceled. If a called phone is removed from the system after Call
Back is activated on the phone, the caller receives a reorder tone
after pressing the Dial softkey. The user may cancel or reactivate
Call Back.

Call Back Restrictions

Feature Restriction

Call Back with video The Call Back feature does not work for video calls when the call is placed
across CUBE between two Unified CM clusters that are connected via CUBE with qsig-enabled
SIP trunks. For additional detail, see CSCun46243.

SIP Trunks Call Back is not supported over SIP trunks but is supported over QSIG-enabled
SIP trunks.

Supported characters for Call Back only supports spaces and digits 0 through 9 for the name or number of
name or number of the calling or called party. To work with CallBack, the name or number of the
calling or called party calling or called party cannot contain a pound sign (#) or asterisk (*).

Voicemail You cannot activate Call Back if you forward all calls to Voice-Messaging System.

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Call Back Troubleshooting

Call Back Troubleshooting

This section describes the problems, possible causes, and solutions for various scenarios, and error messages
that are displayed on the IP phone for Call Back.

Unplug/Reset Phone After Pressing CallBack Softkey but Before CallBack

Occurs
Problem
You have unplugged or reset the phone after pressing the CallBack Softkey but before activating CallBack.

Possible Cause
Unified Communications Manager cancels the Call Back activation.

Solution
After the caller phone registers, the caller phone does not display the Call Back activation window after the
reset. The caller must press the CallBack Softkey to view the active Call Back service. CallBack notification
occurs on the phone.

Caller Misses to View Availability Notification Before Phone Reset

Problem
In an intracluster or intercluster Call Back scenario, a caller initiates Call Back for a user, for example, User
B, who is unavailable. When User B becomes available, the availability notification screen displays on the
caller phone, and a tone plays. The caller misses the availability notification for some reason, and the phone
resets.
The caller contacts a different user, User C, for example, and presses the CallBack softkey because User C
appears busy. The replace/retain screen displays on the caller phone, but the screen does not state that the
availability notification already occurred for User B.

Possible Cause
The user reset the phone.

Solution
After a phone reset but not during an active call, review the Call Back notifications on the phone. Press the
CallBack softkey.

Call Back Error Messages

The following section describes the error messages that display on the IP phone screen.

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CallBack Is Not Active

CallBack Is Not Active

Problem
The following error message is displayed:
CallBack is not active. Press Exit to quit this screen.

Possible Cause
User pressed the CallBack softkey during the idle state.

Solution
Follow the recommended action provided in the error message.

CallBack Is Already Active

Problem
The following error message is displayed:
CallBack is already active on xxxx. Press OK to activate on yyyy. Press Exit to quit this
screen.

Possible Cause
A user tried to activate Call Back, but it is already active.

Problem
Follow the recommended action provided in the error message.

CallBack Cannot Be Activated

Problem
The following error message is displayed:
CallBack cannot be activated for xxxx.

Possible Cause
When a user tried to activate Call Back, either the extension is not available in Unified Communications
Manager database or there is no QSIG route to the destination (that is, the extension belongs to remote Proxy
which is connected via non-QSIG trunk), and the extension is not found in the database.

Solution
The user must try again, or the administrator must add the directory number to the Cisco Unified CM
Administration.

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Key Not Active

Key Not Active

Problem
During a call, the CallBack softkey displays on the phone and the user presses the CallBack softkey before
the phone rings. But, the following error message is displayed on the phone:
Key Not Active

Possible Cause
User may not be pressing the CallBack softkey at the appropriate time.

Solution
Users must press the CallBack softkey after a ringing or busy signal is received. Pressing the softkey at the
wrong time may cause an error message to display on the phone.

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 CHAPTER 20
Hotline
• Hotline Overview, on page 229
• System Requirements for Hotline, on page 230
• Hotline Configuration Task Flow, on page 230
• Hotline Troubleshooting, on page 240

Hotline Overview
The Hotline feature extends the Private Line Automatic Ringdown (PLAR) feature, which allows you to
configure a phone so that when the user goes off hook (or the NewCall softkey or line key gets pressed), the
phone immediately dials a preconfigured number. The phone user cannot dial any other number from a phone
that is configured for PLAR. Hotline adds the following additional restrictions and administrator controls for
phones that use PLAR:
• Hotline devices (devices configured to use hotline) that receive calls will receive calls only from other
hotline devices, and will reject non-hotline callers.
• You can configure a Hotline phone to call only, receive only, or both call and receive.
• You can restrict the features available on a Hotline phone by applying a softkey template to the phone.
• Analog hotline phones ignore inbound hookflash signals.

Route Class Signaling

Hotline uses route class signaling to allow Hotline phones to receive calls only from other Hotline phones. A
route class is a DSN code that identifies the class of traffic for a call. The route class informs downstream
devices about special routing or termination requirements. A Hotline phone can only accept calls from a
Hotline phone with the same route class.

Call Screening
Hotline also provides Configurable Call Screening based on caller ID. Configurable Call Screening allows a
receiving Hotline phone to screen calls based on caller ID information and allow only callers in a screening
list to connect.

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System Requirements for Hotline

System Requirements for Hotline

The following hotline system requirements exist for Unified Communications Manager:
• Unified Communications Manager 8.0(1) or higher on each server in the cluster
• MGCP gateway POTS phones (FXS).
• SCCP gateway POTS phones (FXS).

Tip Cisco Feature Navigator allows you to determine which Cisco IOS and Catalyst OS software images support
a specific software release, feature set, or platform. To access Cisco Feature Navigator, go to
http://cfn.cloudapps.cisco.com/ITDIT/CFN/.
You do not need a Cisco.com account to access Cisco Feature Navigator.

Hotline Configuration Task Flow

Procedure

Command or Action Purpose

Step 1 Generate a Phone Feature List, on page 1 Log in to Cisco Unified Reporting and run a
phone feature list report to determine which
phones support Hotline.
Step 2 Create Custom Softkey Template, on page 230 Optional. If you want to restrict features on a
Hotline phone, create a softkey template that
allows only the features that you want.
Step 3 Configure Hotline on Phones, on page 231 Enable the phone as a Hotline device.
Step 4 Configure Route Class Signaling Task Flow, Configure route class signaling to support the
on page 232 Hotline feature.

Step 5 Configure Hotline to Call Only or Receive Only Optional. If you want to restrict a Hotline
Task Flow, on page 236 phone to either originating calls only or
terminating calls only, configure call and
receive settings.
Step 6 Configure Call Screening with a Calling Search Optional. Use calling search spaces and
Space , on page 238 partitions to configure a call screening list for
your Hotline phones.

Create Custom Softkey Template

When configuring Hotline, you can customize a softkey template to display only those features that you want
to make available to a Hotline phone.

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Unified Communications Manager includes standard softkey templates for call processing and applications.
When creating custom softkey templates, copy the standard templates and make modifications as required.

Before you begin

Generate a Phone Feature List, on page 1

Procedure

Step 1 Choose Device > Device Settings > Softkey Template.

Step 2 Click Add New.
Step 3 From the drop-down list, select a softkey template and click Copy to create a new template.
Step 4 In the Softkey Template Name field, enter a unique name to identify the softkey template.
Step 5 Enter a description that describes the use of the template. The description can include up to 50 characters in
any language, but it cannot include double-quotes ("), percentage sign (%), ampersand (&), backslash (\), or
angle brackets (<>).
Step 6 To designate this softkey template as the standard softkey template, check the Default Softkey Template
check box.
Note If you designate a softkey template as the default softkey template, you will not be able to delete
this softkey template unless you first remove the default designation.

Step 7 Click Save.

The softkey template gets copied, and the Softkey Template Configuration window redisplays.

Step 8 (Optional) Click the Add Application button.

Step 9 Configure the positions of the softkeys on the Cisco Unified IP Phone LCD screen.
Step 10 To save your configuration, click Save.

Configure Hotline on Phones

Use this procedure to enable the phone as a Hotline device.

Before you begin

Optional. If you want to create a custom softkey template to display only those features that you want to make
available to a Hotline phone, see Create Custom Softkey Template, on page 230.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find and select the phone that you want to enable as a Hotline device.
Step 3 Check the Hotline Device check box.

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Step 4 If you have created a custom softkey template specifically for the Hotline phone, from the Softkey Template
drop-down list, choose the softkey template.
Step 5 Click Save.
Note You can also assign a softkey template to a Device Pool and then assign that Device Pool to the
phone.

Configure Route Class Signaling Task Flow

Perform this task flow to configure route class signaling for Hotline calls.

Procedure

Command or Action Purpose

Step 1 Enable Route Class Signaling in the Cluster, on Set the route class signaling clusterwide defaults
page 232 for trunks and gateways to enabled.
Note The settings for individual trunks
and gateways override the
clusterwide defaults. If you use this
service parameter to enable route
class signaling across the cluster,
route class signaling can still be
disabled on an individual trunk or
gateway.

Step 2 Enable Route Class Signaling on Trunks, on Enable route class signaling on an individual
page 233 trunk.

Step 3 Enable Route Class Signaling on Gateways, on Enable route class signaling on an MGCP
page 233 T1/CAS or MGCP PRI gateway.

Step 4 Configure Signaling Labels for the Hotline Configure SIP signaling labels for Hotline route
Route Class, on page 234 classes.

Step 5 Configure the Route Class on Hotline Route Configure the route class on the route patterns
Patterns, on page 235 that are routing your Hotline calls.

Step 6 Configure the Route Class on Hotline Optional. If you use translation patterns on your
Translation Patterns, on page 235 Hotline calls, configure the route class on your
translation patterns.

Enable Route Class Signaling in the Cluster

When you set the Route Class Trunk Signaling Enabled service parameter to True, the default route class
signaling setting for all trunks or gateways in the cluster that support route class signaling is set to enabled.

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Enable Route Class Signaling on Trunks

Note The settings for individual trunks and gateways override the clusterwide defaults. If you use this service
parameter to enable route class signaling across the cluster, route class signaling can still be disabled on an
individual trunk or gateway.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 Set the Route Class Trunk Signaling Enabled service parameter to True.
Step 3 Click Save.

What to do next
Use the following procedures to configure route class signaling on individual trunks or gateways.
Enable Route Class Signaling on Trunks, on page 233
Enable Route Class Signaling on Gateways, on page 233

Enable Route Class Signaling on Trunks

Use this procedure to enable route class signaling on an individual trunk. The configuration for individual
trunks overrides the clusterwide service parameter setting.

Before you begin

Follow the Enable Route Class Signaling in the Cluster, on page 232 procedure to use a clusterwide service
parameter to configure the default route class signaling settings for all trunks in the cluster.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Trunks.

Step 2 Click Find and select the SIP trunk on which you want to enable route class signaling.
Step 3 From the Route Class Signaling Enabled drop-down list box, choose one of the following options:
• Default—This trunk uses the setting from the Route Class Signaling Enabled service parameter.
• Off—Route class signaling is disabled for this trunk.
• On—Route class signaling is enabled for this trunk.

Step 4 Click Save.

Enable Route Class Signaling on Gateways

Use this procedure to enable route class signaling on an individual MGCP PRI or MGCP T1/CAS gateway.
The configuration for individual gateways overrides the clusterwide service parameter setting.

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Configure Signaling Labels for the Hotline Route Class

Before you begin

Follow the Enable Route Class Signaling in the Cluster, on page 232 procedure to use a clusterwide service
parameter to set the default route class signaling setting for gateways in the cluster.
Perform the Enable Route Class Signaling on Trunks, on page 233 procedure to configure route class signaling
for individual trunks.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Gateways.

Step 2 Click Find and select the gateway on which you want to configure route class signaling.
Step 3 From the Route Class Signaling Enabled drop-down list box, choose one of the following options:
• Default—This gateway uses the setting from the clusterwide Route Class Signaling Enabled service
parameter.
• Off—Route class signaling is disabled on this gateway.
• On—Route class signaling is enabled on this gateway.

Step 4 If you want to encode voice route class for voice calls, check the Encode Voice Route Class check box.
Step 5 Click Save.

Configure Signaling Labels for the Hotline Route Class

You must configure a SIP signaling label value for the Hotline route class that you want to use.

Before you begin

Enable route class signaling on your trunks and gateways. For details, see Enable Route Class Signaling in
the Cluster, on page 232.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose the server on which the CallManager service is running.
Step 3 From the Service drop-down list, choose Cisco CallManager.
Step 4 Click Advanced.
Step 5 In the SIP Route Class Naming Authority service parameter field, enter a value to represent the naming
authority and context for the labels used in SIP signaling to represent route class. The default value is cisco.com.
Step 6 In the SIP Hotline Voice Route Class Label service parameter field, enter a label to represent the Hotline
Voice route class. The default value is hotline.
Step 7 In the SIP Hotline Data Route Class Label service parameter field, enter a lable to represent the Hotline
Data route class. The default value is ccdata.
Step 8 Click Save.

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Configure the Route Class on Hotline Route Patterns

This procedure describes call routing instructions that are specific to Hotline devices. For more information
on how to configure route patterns and translation patterns in your network, see the System Configuration
Guide for Cisco Unified Communications Manager.
For each route pattern that you expect to route a Hotline call, you must set the route class for that route pattern
to Hotline Voice or Hotline Data.

Before you begin

Configure Signaling Labels for the Hotline Route Class, on page 234
Before you perform this procedure, it is expected that your network call routing is set up with route patterns.

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Route/Hunt > Route Patterns.
Step 2 Click Find to display a list of route patterns in your network.
Step 3 For each T1/CAS route pattern that is used to route a Hotline call:
a) From the Find and List Route Patterns window, select the route pattern.
b) From the Route Class drop-down list box, choose either Hotline Voice or Hotline Data as the route class
for this route pattern.
c) Click Save.

Configure the Route Class on Hotline Translation Patterns

Before you begin

Before you perform this procedure, it is expected that you have set up network call routing with route patterns
and translation patterns.
Perform the Configure the Route Class on Hotline Route Patterns, on page 235 procedure.

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Translation Pattern.
Step 2 Click Find to display the translation patterns in your cluster.
Step 3 For each translation pattern that you want to use on a Hotline number, perform the following steps:
a) From the Route Class drop-down list box, select either Hotline Voice or Hotline Data.
b) Click Save.

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Configure Hotline to Call Only or Receive Only Task Flow

Configure Hotline to Call Only or Receive Only Task Flow

The configuration example in this task flow describes how to set up a Hotline phone to either place calls only
or receive calls only.

Procedure

Command or Action Purpose

Step 1 Configure Partitions for Hotline Call Only Create two partitions: one should be empty and
Receive Only, on page 236 the other will be assigned to a new CSS.

Step 2 Configure Calling Search Space for Hotline Create a new calling search space and assign
Call Only Receive Only, on page 236 one of the new partitions to this CSS. This CSS
will contain no other partition.

Step 3 Perform one of the following procedures: If you want to configure call only, assign the
empty partition to the phone line. If you want
• Configure Call Only on Hotline Phone, on
to configure receive only, assign the new CSS
page 237
to the phone.
• Configure Receive Only on Hotline Phone,
on page 237

Configure Partitions for Hotline Call Only Receive Only

If you want to configure a Hotline phone to either place calls only, or to receive calls only you must create
two partitions.

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Class of Control > Partitions.
Step 2 Click Add New.
Step 3 Create a new partition.
Step 4 Enter a unique name and description for the partition. For example, IsolatedPartition.
Note This partition will not be assigned to any CSS.

Step 5 Click Save

Step 6 Repeat steps 2-5 and create a second partition. For example, EmptyPartition.
Note This partition will not be assigned to any phone line, but it will be assigned to the NoRouteCSS.

Configure Calling Search Space for Hotline Call Only Receive Only
You must create a calling search and assign one of the two partitions that you've created to the calling search
space.

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Before you begin

Configure Partitions for Hotline Call Only Receive Only, on page 236

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Class of Control > Calling Search Space.
Step 2 Click Add New.
Step 3 Enter a Name and Description for the calling search space.
Step 4 From the Available Partitions list box, use the arrows to select the EmptyPartition partition.
Note Make sure that the partition is assigned to only this calling search space and to no phone lines.

Step 5 Click Save

What to do next
Perform one of the following procedures:
• Configure Call Only on Hotline Phone, on page 237
• Configure Receive Only on Hotline Phone, on page 237

Configure Call Only on Hotline Phone

If you have set up your partitions and calling search spaces, perform these steps to configure the Hotline phone
to place calls only.

Before you begin

Configure Calling Search Space for Hotline Call Only Receive Only, on page 236

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Phone.
Step 2 Click Find and select the Hotline phone.
Step 3 From the left navigation pane, click the phone line.
The Directory Number Configuration window displays.
Step 4 From the Route Partition drop-down list, select the empty partition that you created.
Step 5 Click Save.

Configure Receive Only on Hotline Phone

If you have created your calling search space and partitions already, perform these steps to configure the
Hotline phone to receive calls only.

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Before you begin

Configure Calling Search Space for Hotline Call Only Receive Only, on page 236

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find and select the Hotline phone.
Step 3 From the Calling Search Space drop-down list, select the new CSS that you created in the previous procedure.
Step 4 Click Save.

Configure Call Screening with a Calling Search Space

Configure call screening for any intraswitched (line to line) Hotline calls by assigning a unique CSS where
the Hotline phones that are in the partitions are only those Hotline phones that you want to be able to call each
other.

Note You can also configure call screening by creating translation patterns where each pattern matches each number
pattern that you want to either allow or screen.

Procedure

Command or Action Purpose

Step 1 Configure Partitions for Hotline Call Screening, Create any new partitions for your Hotline
on page 238 phone lines.

Step 2 Create Calling Search Space for Hotline Call Create a new CSS for the screening list. The
Screening, on page 239 CSS must include partitions with only those
Hotline numbers that you want to allow.

Step 3 Configure Hotline Phones for Call Screening, Assign the new CSS and partition to the Hotline
on page 240 phone.

Configure Partitions for Hotline Call Screening

To configure call screening in Hotline phones using a calling search space, you must set up partitions where
the only Hotline numbers are those that you want to allow.
Perform the following procedure if you need to create a new partition for your Hotline call screening list.

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Class of Control > Partition.
Step 2 Click Add New to create a new partition.

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Step 3 In the Partition Name, Description field, enter a name for the partition that is unique to the route plan.
Partition names can contain alphanumeric characters, as well as spaces, hyphens (-), and underscore characters
(_). See the online help for guidelines about partition names.
Step 4 Enter a comma (,) after the partition name and enter a description of the partition on the same line.
The description can contain up to 50 characters in any language, but it cannot include double quotes ("),
percentage sign (%), ampersand (&), backslash (\), angle brackets (<>), or square brackets ([ ]).
If you do not enter a description, Cisco Unified Communications Manager automatically enters the partition
name in this field.
Step 5 To create multiple partitions, use one line for each partition entry.
Step 6 From the Time Schedule drop-down list, choose a time schedule to associate with this partition.
The time schedule specifies when the partition is available to receive incoming calls. If you choose None, the
partition remains active at all times.
Step 7 Select one of the following radio buttons to configure the Time Zone:
• Originating Device—When you select this radio button, the system compares the time zone of the calling
device to the Time Schedule to determine whether the partition is available is available to receive an
incoming call.
• Specific Time Zone—After you select this radio button, choose a time zone from the drop-down list.
The system compares the chosen time zone to the Time Schedule to determine whether the partition is
available is available to receive an incoming call.

Step 8 Click Save.

Create Calling Search Space for Hotline Call Screening

Perform the following procedure to create a new calling search space for the Hotline phones in the call screening
list. Make sure that the only Hotline numbers in the partitions that you select for this CSS are those Hotline
numbers that you want to allow in the call screening list. No Hotline numbers that you want to screen out
should be included in the partitions for this CSS.

Before you begin

Configure Partitions for Hotline Call Screening, on page 238

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Class of Control > Calling Search Space.
Step 2 Click Add New.
Step 3 In the Name field, enter a name.
Ensure that each calling search space name is unique to the system. The name can include up to 50 alphanumeric
characters and can contain any combination of spaces, periods (.), hyphens (-), and underscore characters (_).

Step 4 In the Description field, enter a description.

The description can include up to 50 characters in any language, but it cannot include double-quotes ("),
percentage sign (%), ampersand (&), back-slash (\), or angle brackets (<>).

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Step 5 From the Available Partitions drop-down list, perform one of the following steps:
• For a single partition, select that partition.
• For multiple partitions, hold down the Control (CTRL) key, then select the appropriate partitions.

Step 6 Select the down arrow between the boxes to move the partitions to the Selected Partitions field.
Step 7 (Optional) Change the priority of selected partitions by using the arrow keys to the right of the Selected
Partitions box.
Step 8 Click Save.

Configure Hotline Phones for Call Screening

If you have already configured calling search spaces and partitions for Hotline call screening, perform this
procedure to assign the calling search spaces and partitions to your Hotline phones.

Before you begin

Create Calling Search Space for Hotline Call Screening, on page 239

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find and select the Hotline phone.
Step 3 From the Calling Search Space drop-down list, select the new calling search space that you created for the
Hotline call screening list.
Step 4 Click Save.
Step 5 From the left navigation pane, click the phone line that you want to use for Hotline calls.
The Directory Number Configuration window displays.
Step 6 From the Route Partition drop-down list, select a partition that is included in the calling search space that
you set up.
Step 7 Click Save.

Hotline Troubleshooting
The following table provides troubleshooting information for cases where hotline calls do not dial correctly.

Table 21: Troubleshooting Hotline—Calls Do Not Dial Correctly

Problem Solution

Dial tone Check PLAR configuration.

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Problem Solution

Reorder tone or VCA (intracluster call) • Check PLAR configuration.

• Verify that the phones on both ends are
configured as hotline phones.

Reorder tone or VCA (intercluster or TDM call) • Check PLAR configuration.

• Verify that the phones on both ends are
configured as hotline phones.
• Verify that route class signalling is enabled on
trunks.
• Check the configuration of route class
translations on CAS gateways.

The following table provides troubleshooting information for cases where call screening based on caller ID
does not work.

Table 22: Troubleshooting Hotline—Call Screening Based on Caller ID Problems

Problem Solution

Call not allowed • Check Caller ID.

• Add pattern to screen CSS.

Call allowed Remove pattern from screen CSS.

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Speed Dial and Abbreviated Dial
• Speed Dial and Abbreviated Dial Overview, on page 243
• Speed Dial and Abbreviated Dial Configuration Task Flow, on page 244

Speed Dial and Abbreviated Dial Overview

Administrators can configure speed dial numbers for phones to provide speed dial buttons for users or to
configure phones that do not have a specific user that is assigned to them. Users use the Cisco Unified
Communications Self Care Portal to change the speed dial buttons on their phones. When configuring speed
dial entries, some of the speed dial entries are assigned to the speed dial buttons on the IP phone; the remaining
speed dial entries are used for abbreviated dialing. When a user starts dialing digits, the AbbrDial softkey
displays, and the user can access any speed dial entry by entering the appropriate index (code) for abbreviated
dialing.
The speed dial settings on the phone are associated with a physical button on a phone, whereas the abbreviated
dial settings are not associated with a phone button.

Programming Speed Dials with Pauses

You can program commas in your speed dials to reach destinations that require a Forced Authorization Code
(FAC), Client Matter Code (CMC), dialing pause, or additional digits (such as a user extension, meeting
access number, or voice mail password). Within a speed dial, each comma (,) represents either:
• A delimiter that separates the destination call address from an FAC or CMC code
• A pause of 2 seconds prior to sending post-connect DTMF digits

For example, let’s say that you want a speed dial that includes FAC and CMC codes, followed by IVR prompts
where:
• The called number is 91886543.
• The FAC code is 8787.
• The CMC code is 5656.
• The IVR response is 987989#, which must be entered 4 seconds after the call connects.

In this case, you would program 91886543,8787,5656,,987989# as the speed dial.

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Speed Dial and Abbreviated Dial Configuration Task Flow

Speed Dial and Abbreviated Dial Configuration Task Flow

Procedure

Command or Action Purpose

Step 1 Generate a Phone Feature List, on page 1 Generate a report to identify devices that
support the Speed Dial and Abbreviated Dial
feature.

Step 2 Configure Speed Dial and Abbreviated Dial, Configure Speed Dial and Abbreviated Dial
on page 244 numbers.

Configure Speed Dial and Abbreviated Dial

You can configure a total of 199 speed dial and abbreviated dial settings. Configure speed dial settings for
the physical buttons on the phone. Configure abbreviated dial settings for the speed dial numbers that you
access with abbreviated dialing. You can configure speed dial entries and abbreviated dial indexes in the same
window.
You can also configure post connect DTMF digits as well as FAC , CMC codes as part of the speed dial.
Follow these steps to configure speed dial and abbreviated dial.

Note Not all Cisco Unified IP Phones support abbreviated dialing. See the phone user guide for information.

Before you begin

Generate a Phone Feature List, on page 1

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone. Enter your search criteria and click Find.
Choose the phone for which you want to configure speed dial buttons.
Step 2 From the Phone Configuration window, choose Add/Update Speed Dials from the Related Links drop-down
list at the top of the window and click Go.
The Speed Dial and Abbreviated Dial Configuration window appears for the phone.
Step 3 In the Number field, enter the number that you want the system to dial when the user presses the speed dial
button or the abbreviated dial index for abbreviated dial. You can enter digits 0 through 9, *, #, and +, which
is the international escape character. To include dialing pauses in the speed dial, you can enter comma (,)
which can act as a delimiter before sending DTMF digits. Each comma you include represents an additional
pause of 2 seconds. For example, two commas (,,) represent a pause of 4 seconds. Use of commas also allows
you to separate FAC and CMC from the other digits in the speed dial string.

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Note Ensure that the following requirements are met when you include FAC and CMC in the speed dial
string:
• FAC must always precede CMC in the speed dial string.
• A speed dial label is required for speed dials with FAC and DTMF digits.
• Only one comma is allowed between FAC and CMC digits in the string.

Step 4 In the Label field, Enter the text that you want to display for the speed dial button or abbreviated dial number.
Note This field is not available for all the phones. To determine whether this field is available for your
Cisco Unified IP Phone, see the user documentation for your phone model.

Step 5 (Optional) If you are configuring a pause in speed dial, you must add a label so that FAC, CMC, and DTMF
digits are not displayed on the phone screen.

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WebDialer
• WebDialer Overview, on page 247
• WebDialer Prerequisites, on page 247
• WebDialer Configuration Task Flow, on page 247
• WebDialer Interactions, on page 258
• WebDialer Restrictions, on page 259
• WebDialer Troubleshooting, on page 259

WebDialer Overview
Cisco WebDialer is installed on a Unified Communications Manager node and used along with Unified
Communications Manager. It allows Cisco Unified IP Phone users to make calls from web and desktop
applications.
Cisco WebDialer uses hyperlinked telephone numbers in a company directory to allow users to make calls
from a web page by clicking on the telephone number of the person that they are trying to call. Cisco WebDialer
supports both IPv4 and IPv6 addressing.
In the Cisco Unified Communications Self-Care Portal, from the Directory window, launch Cisco WebDialer
using a URL similar to the following:
https://<IP address of Cisco Unified Communications Manager server>:8443/webdialer/
Webdialer

WebDialer Prerequisites
Cisco WebDialer requires the following software components:
• CTI-supported Cisco Unified IP Phones

WebDialer Configuration Task Flow

Before you begin
• Review WebDialer Prerequisites, on page 247.

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Procedure

Command or Action Purpose

Step 1 Activate WebDialer, on page 249 Activate the WebDialer service.
Step 2 (Optional) Enable WebDialer Tracing, on page To view WebDialer traces, enable tracing.
249
Step 3 (Optional) Configure WebDialer Servlet, on Configure the WebDialer servlet.
page 250
Step 4 (Optional) Configure Redirector Servlet, on If you have multi cluster applications that you
page 250 develop using HTML over HTTPS interfaces,
configure the Redirector servlet.
Step 5 (Optional) Configure WebDialer Application To configure Redirector for Cisco WebDialer.
Server, on page 251
Step 6 (Optional) To Configure Secure TLS WebDialer uses WDSecureSysUser application
Connection to CTI, on page 251, complete the user credentials to establish a secure TLS
following sub tasks: connection to CTI to make calls. Follow these
procedures if your system is running in mixed
• Configure WDSecureSysUser
mode.
Application User, on page 252
• Configure CAPF Profile, on page 149
• Configure Cisco WebDialer Web Service
, on page 151

Step 7 Configure Language Locale for WebDialer , Determine which language WebDialer displays
on page 255 by setting the locale field in the Cisco Unified
Communications Self Care Portal menu.

Step 8 Configure WebDialer Alarms, on page 255 If there are any issues with the Web Dialer
feature it alerts the administrator.
Step 9 (Optional) Configure Application Dial Rules, If your application requires multiple clusters,
on page 256 configure application dial rules.

Step 10 Add Users to Standard CCM End User Group, Add each WebDialer user to the Standard End
on page 257 User Group for Cisco Unified Communications
Manager.

Step 11 (Optional) To Configure Proxy User, on page If you use makeCallProxy HTML over HTTP
257, complete the following sub tasks: interface to develop an application for using
Cisco WebDialer, create a proxy user.
• Add a WebDialer End User, on page 258
• Assign Authentication Proxy Rights, on
page 258

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Activate WebDialer
Procedure

Step 1 From Cisco Unified Serviceability, choose Tools > Service Activation.
Step 2 From the Servers drop-down list, choose the Unified Communications Manager server that is listed.
Step 3 From CTI Services, check the Cisco WebDialer Web Service check box.
Step 4 Click Save.
Step 5 From Cisco Unified Serviceability, choose Tools > Control Center - Feature Services to confirm that the
CTI Manager service is active and is in start mode.
For WebDialer to function properly, the CTI Manager service must be active and in start mode.

What to do next
Configure Language Locale for WebDialer , on page 255 or complete any or all of the following optional
tasks:
• Enable WebDialer Tracing, on page 249
• Configure WebDialer Servlet, on page 250
• Configure Redirector Servlet, on page 250
• Configure WebDialer Application Server, on page 251
• Configure Secure TLS Connection to CTI, on page 251

Enable WebDialer Tracing

To enable Cisco WebDialer tracing, use the Cisco Unified Serviceability Administration application. Trace
settings apply to both the WebDialer and Redirector servlets. To collect traces, use the Real Time Monitoring
Tool (RTMT).
To access the WebDialer trace files, use the following CLI commands:
• file get activelog tomcat/logs/webdialer/log4j
• file get activelog tomcat/logs/redirector/log4j

For more information about traces, see the Cisco Unified Serviceability Administration Guide.

Before you begin

Activate WebDialer, on page 249

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Procedure

Step 1 From the navigation drop-down list of the Cisco Unified Communications Manager application, choose Cisco
Unified Serviceability and then click Go.
Step 2 Choose Trace > Configuration.
Step 3 From the Server drop-down list, choose the server on which to enable tracing.
Step 4 From the Service Group drop-down list, choose CTI Services.
Step 5 From the Service drop-down list, choose the Cisco WebDialer Web Service.
Step 6 In the Trace Configuration window, change the trace settings according to your troubleshooting requirements.
Note For more information about WebDialer trace configuration settings, see the Cisco Unified
Serviceability Administration Guide.

Step 7 Click Save.

Configure WebDialer Servlet

The WebDialer servlet is a Java servlet that allows Cisco Unified Communications Manager users in a specific
cluster to make and complete calls.

Before you begin

Activate WebDialer, on page 249

Procedure

Step 1 Choose System > Service Parameters.

Step 2 From the Server drop-down list, choose the Cisco Unified Communications Manager server on which to
configure Cisco WebDialer web service parameters.
Step 3 From the Service drop-down list, choose Cisco WebDialer Web Service.
Step 4 Configure the relevant WebDialer Web Service parameters. For detailed information about the parameters,
see online help.
Step 5 Restart the Cisco WebDialer Web Service for new parameter values to take effect.

Configure Redirector Servlet

Redirector servlet is a Java-based Tomcat servlet. When a Cisco WebDialer user makes a request, the Redirector
servlet looks for that request in the Cisco Unified Communications Manager cluster and redirects the request
to the specific Cisco WebDialer server that is located in the Cisco Unified Communications Manager cluster.
The Redirector servlet is available only for multi cluster applications that are developed by using HTML over
HTTPS interfaces.

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Before you begin

Activate WebDialer, on page 249

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose the Cisco Unified Communications Manager server on which to
configure the Redirector Servlet.
Step 3 From the Service drop-down list, choose the Cisco WebDialer Web Service.
Step 4 Configure the relevant WebDialer Web Service parameters. For detailed information about the parameters,
see online help.
Step 5 Restart the Cisco WebDialer Web Service for new parameter values to take effect.
For more information on WebDialer Web Service, see the Cisco Unified Serviceability Administration Guide.

Configure WebDialer Application Server

Application server is required to configure the Redirector Servlet. Redirector is required only when you have
multiple Unified Communications Manager servers configured in a cluster.

Before you begin

Activate WebDialer, on page 249

Procedure

Step 1 From Cisco Unified Communications Manager Administration Application server window, choose System >
Application Server.
Step 2 From the Application Server Type drop-down list, choose a Cisco WebDialer application server.
The server appears in the List of WebDialers field in the Service Parameter Configuration window for the
Cisco WebDialer Web Service.

Configure Secure TLS Connection to CTI

WebDialer uses WDSecureSysUser application user credentials to establish a secure TLS connection to CTI
to make calls. To configure the WDSecureSysUser application user to establish a secure TLS connection,
complete the following tasks.

Before you begin

• Install and configure the Cisco CTL Client. For more information about CTL Client, see Security Guide
for Cisco Unified Communications Manager .

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• Verify that the Cluster Security Mode in the Enterprise Parameters Configuration window is 1 (mixed
mode). Operating the system in mixed mode impacts other security functions in your system. If your
system is not currently running in mixed mode, do not switch to mixed mode until you understand these
interactions. For more information, see Security Guide for Cisco Unified Communications Manager.
• Verify that the Cluster SIPOAuth Mode field is set to Enabled.
• Activate the Cisco Certificate Authority Proxy Function service on the first node.
• Activate WebDialer, on page 249

Procedure

Command or Action Purpose

Step 1 Configure WDSecureSysUser Application User, Configure a WDSecureSysUser application
on page 252 user.
Step 2 Configure CAPF Profile, on page 149 Configure a CAPF profile for the
WDSecureSysUser application user.
Step 3 Configure Cisco WebDialer Web Service , on Configure service parameters for the Cisco
page 151 WebDialer Web service.

Configure WDSecureSysUser Application User

Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > Application User.
Step 2 Click Find.
Step 3 From the Find and List Application Users Application window, choose WDSecureSysUser.
Step 4 Configure the fields in the Application User Configuration window and click Save.

What to do next
Configure CAPF Profile, on page 149

Configure CAPF Profile

Certificate Authority Proxy Function (CAPF) is a component that performs tasks to issue and authenticate
security certificates. When you create an application user CAPF profile, the profile uses the configuration
details to open secure connections for the application.

Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > Application User CAPF Profile.
Step 2 Perform one of the following tasks:

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• To add a new CAPF profile, click Add New in the Find window.
• To copy an existing profile, locate the appropriate profile and click the Copy icon for that record in the
Copy column.
To update an existing entry, locate and display the appropriate profile.
Step 3 Configure or update the relevant CAPF profile fields. See the Related Topics section information about the
fields and their configuration options.
Step 4 Click Save.
Step 5 Repeat the procedure for each application and end user that you want to use security.

CAPF Profile Settings

Setting Description

Application User From the drop-down list, choose the application user
for the CAPF operation. This setting displays
configured application users.
This setting does not appear in the End User CAPF
Profile window.

End User ID From the drop-down list, choose the end user for the
CAPF operation. This setting displays configured end
users.
This setting does not appear in the Application User
CAPF Profile window.

Instance ID Enter 1 to 128 alphanumeric characters (a-z, A-Z,

0-9). The Instance ID identifies the user for the
certificate operation.
You can configure multiple connections (instances)
of an application. To secure the connection between
the application and CTIManager, ensure that each
instance that runs on the application PC (for end users)
or server (for application users) has a unique
certificate.
This field relates to the CAPF Profile Instance ID for
Secure Connection to CTIManager service parameter
that supports web services and applications.

Certificate Operation From the drop-down list, choose one of the following
options:
• No Pending Operation—This message is
displayed when no certificate operation is
occurring. (default setting)
• Install/Upgrade—This option installs a new
certificate or upgrades an existing locally
significant certificate for the application.

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Setting Description

Authentication Mode The authentication mode for the Install/Upgrade

certificate operation specifies By Authentication
String, which means CAPF installs, upgrades, or
troubleshoots a locally significant certificate only
when the user or administrator enters the CAPF
authentication string in the JTAPI/TSP Preferences
window.

Authentication String To create your own authentication string, enter a

unique string.
Each string must contain 4 to 10 digits.
To install or upgrade a locally significant certificate,
the administrator must enter the authentication string
in the JTAPI/TSP preferences GUI on the
application PC. This string supports one-time use
only; after you use the string for the instance, you
cannot use it again.

Generate String To automatically generate an authentication string,

click this button. The 4- to10-digit authentication
string appears in the Authentication String field.

Key Size (bits) From the drop-down list, choose the key size for the
certificate. The default setting is 1024. The other
option for key size is 512.
Key generation, which is set at low priority, allows
the application to function while the action occurs.
Key generation may take up to 30 or more minutes.

Operation Completes by This field, which supports all certificate operations,

specifies the date and time by which you must
complete the operation.
The values that are displayed apply for the first node.
Use this setting with the CAPF Operation Expires
in (days) enterprise parameter, which specifies the
default number of days in which the certificate
operation must be completed. You can update this
parameter at any time.

Certificate Operation Status This field displays the progress of the certificate
operation, such as pending, failed, or successful.
You cannot change the information that is displayed
in this field.

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Configure Cisco IP Manager Assistant

Configure Cisco IP Manager Assistant

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose the server on which the Cisco WebDialer Web service is active.
Step 3 From the Service drop-down list, choose the Cisco WebDialer Web service.
A list of parameters appears.
Step 4 Navigate to and update the CTIManager Connection Security Flag and CAPF Profile Instance ID for Secure
Connection to CTIManager parameters.
To view parameter descriptions, click the parameter name link.
Note CTIManager supports IPv4 and IPv6 addresses.

Step 5 Click Save.

Step 6 Repeat the procedure on each server on which the service is active.

What to do next
Refer to the Manager Assistant Task Flow for Shared Lines, on page 142 to determine the next task to complete.

Configure Language Locale for WebDialer

Use the Cisco Unified Communications Self Care Portal to configure a language locale for Cisco WebDialer.
The default language is English.

Before you begin

Activate WebDialer, on page 249

Procedure

Step 1 From the Cisco Unified Communications Self Care Portal, click the General Settings tab.
Step 2 Click Language.
Step 3 From the Display Language drop-down list, select a language local, and then click Save.

Configure WebDialer Alarms

Cisco WebDialer service uses Cisco Tomcat to generate alarms.

Before you begin

Configure Language Locale for WebDialer , on page 255

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Procedure

Step 1 From Cisco Unified Serviceability, choose Alarm > Configuration.

Step 2 From the Server drop-down list, choose the server on which to configure the alarm and then click Go.
Step 3 From the Services Group drop-down list, choose Platform Services and then click Go.
Step 4 From the Services drop-down list, choose Cisco Tomcat and then click Go.
Step 5 If your configuration supports clusters, check the Apply to All Nodes check box to apply the alarm
configuration to all nodes in the cluster.
Step 6 Configure the settings, as described in Alarm configuration settings, which includes descriptions for monitors
and event levels.
Note For more information about the Alarm configuration settings, see the Cisco Unified Serviceability
Guide.

Step 7 Click Save.

What to do next
Add Users to Standard CCM End User Group, on page 257 or (optionally) if your application requires multiple
clusters, see Configure Application Dial Rules, on page 256.

Configure Application Dial Rules

Before you begin
Configure WebDialer Alarms, on page 255

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Dial Rules > Application Dial Rules.
Step 2 In the Name field, enter a name for the dial rule.
Step 3 In the Description field, enter a description for the dial rule.
Step 4 In the Number Begins With field, enter the initial digits of the directory numbers to which you want to apply
this application dial rule.
Step 5 In the Number of Digits field, enter the length of the dialed numbers to which you want to apply this application
dial rule.
Step 6 In the Total Digits to be Removed field, enter the number of digits that you want Unified Communications
Manager to remove from the beginning of dialed numbers that apply to this dial rule.
Step 7 In the Prefix With Pattern field, enter the pattern to prepend to dialed numbers that apply to this application
dial rule.
Step 8 For Application Dial Rule Priority, choose the dial rule priority as top, bottom, or middle.
Step 9 Click Save.

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Add Users to Standard CCM End User Group

Add Users to Standard CCM End User Group

To use the Cisco WebDialer links in the User Directory windows in Unified Communications Manager, you
must add each user to the Standard Unified Communications Manager End Users Group.

Procedure

Step 1 Choose User Management > User Group.

Step 2 In the Find and List User Group window, click Find.
Step 3 Click Standard CCM End Users.
Step 4 In the User Group Configuration window, click Add End Users to Group.
Step 5 In the Find and List Users window, click Find. You can enter criteria for a specific user.
Step 6 To add one or more users to the user group, complete one of the following steps:
• To add one or more users, check the check box beside each user to add and then click Add Selected.
• To add all users, click Select All and then click Add Selected.
The users appear in the Users in Group table of the User Group Configuration window.

Configure Proxy User

If you use makeCallProxy HTML over HTTP interface to develop an application for using Cisco WebDialer,
create a proxy user. For information about the makeCallProxy interface, see the makeCallProxy section in
the Cisco WebDialer API Reference Guide.

Note MakeCallProxy HTTP Methods is a service parameter under WebDialer Service. This parameter controls the
HTTP methods that the MakeCallProxy API accepts. HTTP GET is considered insecure because the credentials
required by the API are included as parameters in HTTP GET requests. Hence these HTTP GET parameters
can be captured in the application logs and in the web browser's history.
When the service parameter MakeCallProxy HTTP Methods is set to Secure, request made by the HTTP GET
will be rejected. By default the parameter MakeCallProxy HTTP Methods is set to Insecure, so that the API
accepts both GET and POST methods and the backward compatibility is maintained.

Before you begin

Add Users to Standard CCM End User Group, on page 257

Procedure

Command or Action Purpose

Step 1 (Optional) Add a WebDialer End User, on page Add a new user. If the user exists, you can
258 proceed to the next task.
Step 2 Assign Authentication Proxy Rights, on page Assign authentication proxy rights to an end
258 user.

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Add a WebDialer End User

Add a WebDialer End User

Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > End User.
Step 2 Click Add New.
Step 3 Enter a Last Name.
Step 4 Enter and confirm a Password.
Step 5 Enter and confirm a PIN.
Step 6 Complete any remaining fields in the End User Configuration window. For more information on the fields
and their configuration options, see Online Help.
Step 7 Click Save.

Assign Authentication Proxy Rights

Perform the following procedure to enable authentication proxy rights for an existing user.

Procedure

Step 1 Choose User Management > User Group.

The Find and List User Group window appears.
Step 2 Click Find.
Step 3 Click the Standard EM Authentication Proxy Rights link.
The User Group Configuration window appears.
Step 4 Click Add End Users to Group.
The Find and List Users window appears.
Step 5 Click Find. You can also add a criteria for a specific user.
Step 6 To assign proxy rights to one or more users, complete one of the following steps:
Step 7 To add a single user, select the user and then click Add Selected.
Step 8 To add all users that appear in the list, click Select All and then click Add Selected.
The user or users appear in the Users in Group table in the User Group Configuration window.

WebDialer Interactions
Feature Interaction
Client Matter Codes When you use CMCs, you must enter the proper code at the tone; otherwise, the IP
(CMC) phone disconnects and the user receives a reorder tone.
Forced Authorization When you use FACs, you must enter the proper code at the tone; otherwise, the IP
Codes (FAC) phone disconnects and the user receives a reorder tone.

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WebDialer Restrictions

Feature Interaction
ApplicationDialRule Cisco WebDialer uses change notifications on the ApplicationDialRule database table
table to track and use updated dial rules.
Client Matter Codes Web Dialer supports CMCs and FACs in the following ways:
and Forced
• A user can enter the destination number in the dial text box of the WD HTML
Authorization Codes
page or SOAP request, and then manually enter the CMC or FAC on the phone.
• A user can enter the destination number followed by the FAC or CMC in the
dial text box of the WD HTML page or SOAP request.

For example, if the destination number is 5555, the FAC is 111, and the CMC is 222,
a user can make a call by dialing 5555111# (FAC), 5555222# (CMC), or 5555111222#
(CMC and FAC).
Note • WebDialer does not handle any validation for the destination number.
The phone handles the required validation.
• If a user does not provide a code or provides the wrong code, the call
will fail.
• If a user makes a call from the WebApp with a DN that contains
special characters, the call goes successfully after stripping the special
characters. The same rules do not work in SOAP UI.

WebDialer Restrictions
Feature Restrictions

Phones Cisco WebDialer supports phones that run Skinny

Client Control Protocol (SCCP) and Session Initiation
Protocol (SIP) that Cisco Computer Telephony
Integration (CTI) supports.
Note Few older phone models do not support
Cisco Web Dialer that run SIP.

WebDialer Troubleshooting
Authentication Error
Problem
Cisco WebDialer displays the following message:
Authentication failed, please try again.

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Service Temporarily Unavailable

Possible Cause
User entered wrong user ID or password.

Solution
Ensure that you use your Unified Communications ManagerCisco Unified Communications Manager user
ID and password to log in.

Service Temporarily Unavailable

Problem
Cisco WebDialer displays the following message:
Service temporarily unavailable, please try again later.

Possible Cause
The Cisco CallManager service became overloaded because it has reached its throttling limit of three concurrent
CTI sessions.

Solution
After a short time, retry your connection.

Directory Service Down

Problem
Cisco WebDialer displays the following message:
Service temporarily unavailable, please try again later: Directory service down.

Possible Cause
The Cisco Communications Manager directory service may be down.

Solution
After a short time, retry your connection.

Cisco CTIManager Down

Problem
Cisco WebDialer displays the following message:
Service temporarily unavailable, please try again later: Cisco CTIManager down.

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Session Expired, Please Login Again

Possible Cause
Cisco CTIManager service that is configured for Cisco Web Dialer went down.

Solution
After a short time, retry your connection.

Session Expired, Please Login Again

Problem
Cisco WebDialer displays the following message:
Session expired, please login again.

Possible Cause
A Cisco Web Dialer session expires:
• After the WebDialer servlet gets configured
• If the Cisco Tomcat Service is restarted.

Solution
Log in by using your Unified Communications Manager User ID and Password.

User Not Logged In on Any Device

Problem
Cisco Web Dialer displays the following message:
User not logged in on any device.

Possible Cause
The user chooses to use Cisco Extension Mobility from the Cisco WebDialer preference window but does
not get log in to any IP phone.

Solution
• Log in to a phone before using Cisco WebDialer.
• Choose a device from the Cisco WebDialer preference list in the dialog box instead of choosing the
option Use Extension Mobility.

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Failed to Open Device/Line

Failed to Open Device/Line

Problem
After a user attempts to make a call, Cisco WebDialer displays the following message:
User not logged in on any device.

Possible Cause
• The user chose a Cisco Unified IP Phone that is not registered with Unified Communications Manager.
For example, the user chooses a Cisco IP SoftPhone as the preferred device before starting the application.
• The user who has a new phone chooses an old phone that is no longer in service.

Solution
Choose a phone that is in service and is registered with Unified Communications Manager.

Destination Not Reachable

Problem
Cisco WebDialer displays the following message on the End Call window:
Destination not reachable.

Possible Cause
• User dialed the wrong number.
• The correct dial rules did not get applied. For example, the user dials 5550100 instead of 95550100.

Solution
Check the dial rules.

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 CHAPTER 23
Paging
• Paging Overview, on page 263
• Paging Prerequisites, on page 264
• Cisco Unified Communications Manager Configuration for Basic Paging Task Flow, on page 265
• Advanced Notification Paging Configuration Task Flow, on page 275
• Paging Interactions, on page 281

Paging Overview
Unified Communications Manager can be configured to integrate with Cisco Paging Server to provide basic
paging services for Cisco Unified IP Phone and a variety of endpoints. The Cisco Paging Server product is
offered through the InformaCast Virtual Appliance and offers the following deployment options:

InformaCast Basic Paging

InformaCast Basic Paging provides phone-to-phone live audio paging to individual Cisco IP phones or groups
of up to 50 phones simultaneously. InformaCast Basic Paging is free to all Unified Communications Manager
customers and all Cisco Business Edition 6000 and Cisco Business Edition 7000 customers.

InformaCast Advanced Notification

InformaCast Advanced Notification is a full-featured emergency notification and paging solution that allows
you to reach an unlimited number of Cisco IP phones and various devices and systems with text and audio
messages.
To streamline the configuration process, Unified Communications Manager comes with a provisioning wizard
that allows you to quickly configure advanced notifications services.
Some of the features include:
• Text and audio (live or pre-recorded) to Cisco IP Phones and other endpoints
• Analog and IP overhead paging systems integration
• 911 or emergency call monitoring or alerting or recording
• Cisco Jabber integration
• Cisco Spark integration

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InformaCast Mobile

• Automated weather notifications

• Dynamically triggered emergency conference calls
• Pre-recorded or scheduled broadcasts (school bells or shift changes)
• Event accountability with message confirmation and reporting
• Notification to computer desktops (Windows and Mac OS)
• Facilities integration (control lighting, door locks)
• Security integration (panic or duress buttons, motion detectors, fire)

Purchase a license key to access InformaCast Advanced Notification features.

InformaCast Mobile
InformaCast Mobile is a cloud-based service that allows users to send images, text, and pre-recorded audio
to mobile devices running iOS or Android. It also has bi-directional integration with InformaCast Advanced
Notification.
Some of the features include:
• The ability to send and receive InformaCast messages via mobile devices running iOS or Android
• Bi-directional integration with InformaCast Advanced Notification
• Message confirmations and read receipts
• No calling or SMS messaging fees

InformaCast Mobile must be purchased direct from Singlewire Software. Please refer to the Singlewire website
for addtional details and downloads.
If you have already configured Unified Communications Manager to integrate with InformaCast Advanced
Notification, no further configuration of Unified Communications Manager is required.

Paging Prerequisites
Cisco Paging Server is designed to work in a multicast environment. You must configure your network for
multicast.
For a list of Cisco Unified IP Phones that support paging, refer to the Cisco Unified IP Phones section of the
Singlewire Compatibility Matrix at:
http://www.singlewire.com/compatibility-matrix.html.

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Cisco Unified Communications Manager Configuration for Basic Paging Task Flow

CiscoUnifiedCommunicationsManagerConfigurationforBasic
Paging Task Flow
Perform the following tasks to configure Unified Communications Manager to integrate with Cisco Paging
Server for an InformaCast Basic Paging deployment.

Before you begin

• Learn more about the feature by reviewing the following:
• Paging Overview, on page 263
• InformaCast Basic Paging, on page 263

• Review Paging Prerequisites, on page 264

• The configuration in this section is automated when using the Advanced Notification Paging Configuration
Task Flow wizard.

Procedure

Command or Action Purpose

Step 1 Enable SNMP Service, on page 266 Configure SNMP in Unified Communications
Manager.

Step 2 Set Default Codec to G.711, on page 267 Set the default codec to G.711.

Step 3 Configure a Device Pool for Paging, on page Configure a device pool.
268
Step 4 Configure Route Partition for InformaCast Configure a route partition for Basic Paging.
Paging, on page 269
Step 5 Configure Calling Search Space for Configure a calling search space for Basic
InformaCast Paging, on page 269 Paging.

Step 6 Configure CTI Ports for Paging, on page 270 Configure CTI ports.

Step 7 Configure Access Control Group with AXL Configure an AXL access control group.
Access, on page 270
Step 8 Configure Application User for Paging, on Configure an application user.
page 271
Step 9 Enable web access for the phone using one of You can enable web access on all phones
the following procedures: globally using Enterprise Phone Configuration,
a group of phones using a Common Phone
• Enable Web Access for a Phone, on page
Profile, or an individual phone.
272
• Enable Web Access for Common Phone
Profile, on page 272

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Command or Action Purpose

• Enable Web Access for Enterprise Phone
Configuration, on page 273

Step 10 Configure Authentication URL, on page 273 Configure the Unified Communications
Manager authentication URL to point to
InformaCast so that when InformaCast pushes
broadcasts to Cisco Unified IP Phone, the
phones will authenticate with InformaCast.

For detailed procedures on how to configure Cisco Unified Communications Manager and Cisco Paging
Server, refer to the InformaCast Virtual Appliance Basic Paging Installation and User Guide .

Configure SNMP for Paging

Perform the following tasks to configure SNMP services in the cluster.

Procedure

Command or Action Purpose

Step 1 Enable SNMP Service, on page 266 Enable the SNMP and other services in the
cluster.

Step 2 Create an InformaCast SNMP Community Configure an SNMP community string.

String, on page 267

Enable SNMP Service

To configure paging, you must enable SNMP on every node in the cluster. In addition, you must enable the
following services:
• Cisco CallManager SNMP Service—Enable on all nodes in the cluster.
• Cisco CallManager—Enable on at least one node.
• Cisco AXL Web Services—Enable on at least one node.
• Cisco CTIManager—Enable on at least one node.

Procedure

Step 1 From Cisco Unified Serviceability, choose Tools > Service Activation.
Step 2 From the Server drop-down list, choose the server on which you want to configure SNMP.
Step 3 Check the check boxes that correspond to the Cisco CallManager SNMP Service.
Step 4 For at least one server in the cluster, check the check boxes that correspond to Cisco CallManager, Cisco
CTIManager, and Cisco AXL Web Service services.
Step 5 Click Save.
Step 6 Click OK.

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Create an InformaCast SNMP Community String

Step 7 Repeat the previous steps for all nodes in the cluster.

Create an InformaCast SNMP Community String

Perform this procedure for Basic Paging to set up an SNMP community string.

Before you begin

Enable SNMP Service, on page 266

Procedure

Step 1 From Cisco Unified Serviceability, choose SNMP > V1/V2c > Community String.
Step 2 From the Server drop-down list, choose a server and click Find.
Step 3 Click Add New.
Step 4 In the Community String Name field, enter ICVA.
Step 5 From the Access Privileges drop-down list, select ReadOnly.
Step 6 Check the Apply to All Nodes check box if the check box is active.
Step 7 Click Save.
Step 8 Click OK.

What to do next
Set Default Codec to G.711, on page 267

Configure Region for Paging

For Basic Paging, you must set up a region for your paging deployment.

Procedure

Command or Action Purpose

Step 1 Set Default Codec to G.711, on page 267 Create a region that uses the G.711 codec for
calls to other regions.

Step 2 Configure a Device Pool for Paging, on page Set up a device pool for paging and assign the
268 region that you created to that device pool.

Set Default Codec to G.711

You must create an InformaCast region that uses G.711 as the default codec for calls to other regions.

Before you begin

Configure SNMP for Paging, on page 266

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Procedure

Step 1 From Cisco Unified CM Administration, choose System > Region Information > Region.
Step 2 Click Add New.
Step 3 In the Name field, enter ICVA.
Step 4 Click Save.
Step 5 In the Regions text box, select all regions by pressing the CTRL key and clicking all of the selected regions.
Step 6 From the Maximum Audio Bit Rate drop-down list, select 64 kbps (G.722, G.711).
Step 7 From the Maximum Session Bit Rate for Video Calls column click the None radio button.
Step 8 Click Save.

Configure a Device Pool for Paging

Perform this procedure to configure a device pool for your paging deployment.

Before you begin

Set Default Codec to G.711, on page 267

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Device Pool.
Step 2 Click Add New.
Step 3 In the Device Pool Name field, enter ICVA.
Step 4 From the Cisco Unified Communications Manager Group drop-down list, select the group that contains
the Cisco Unified Communications Manager cluster with which the InformaCast Virtual Appliance will
communicate.
Step 5 From the Date/Time Group drop-down list, select a date/time group. Select CMLocal unless you are
performing dialing restrictions by the time of day.
Step 6 From the Region drop-down list, choose ICVA.
Step 7 From the SRST Reference drop-down list, select Disable.
Step 8 Click Save.

Configure Partitions and Calling Search Spaces for Paging

Perform the following tasks to configure a partition and calling search space (CSS) for paging as follows:
• For Basic Paging deployments, create a single partition and CSS for InformaCast paging.

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Configure Route Partition for InformaCast Paging

Procedure

Command or Action Purpose

Step 1 Configure Route Partition for InformaCast Configure a route partition for InformaCast
Paging, on page 269 paging.

Step 2 Configure Calling Search Space for Configure a calling search space for
InformaCast Paging, on page 269 InformaCast paging.

Configure Route Partition for InformaCast Paging

Create a route partition for InformaCast paging.

Before you begin

Configure a Device Pool for Paging, on page 268

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Class of Control > Route Partitions.
Step 2 Click Add New.
Step 3 In the Name field, enter the following name and description for the partition:
ICVA-CTIOutbound,ICVA-Do not add to any phone CSS.
Step 4 Click Save.

Configure Calling Search Space for InformaCast Paging

Perform this procedure to configure a calling search space for InformaCast paging.

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Class of Control > Calling Search Space.
Step 2 Click Add New.
Step 3 In the Name field, enter ICVA.
Step 4 In the Available Partitions list box, use the arrows to move the following partitions to the Selected Partitions
list box.
• The partition that you created for InformaCast paging
• The partitions that contain your users' extensions and any analog paging extensions

Step 5 Click Save.

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Configure CTI Ports for Paging

Perform this procedure to configure CTI ports for your paging deployment. The number of CTI ports that you
need depends on your deployment type and your applications' usage:
• For Basic Paging deployments, you must create a minimum of two CTI ports for InformaCast paging.

Before you begin

Configure Calling Search Space for InformaCast Paging, on page 269

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Add New.
Step 3 From the Phone Type drop-down list, choose CTI Port.
Step 4 In the Device Name field, enter a name for the CTI Port. For example, ICVA-IC-001 for an InformaCast
port.
Step 5 In the Description field, enter a description for the port. For example, InformaCast Recording Port
for Call Monitoring.
Step 6 From the Device Pool drop-down list, select ICVA.
Step 7 From the Calling Search Space drop-down list, select ICVA.
Step 8 From the Device Security Profile drop-down list, select Cisco CTI Port - Standard SCCP Non-Secure
Profile.
Step 9 Click Save.
Step 10 Click OK.
Step 11 In the left association area, click Line [1] - Add a new DN.
Step 12 In the Directory Number field, enter a directory number. This directory number should not be used for any
purpose other than making paging calls. It should not be assigned to a phone and should not be within a
direct-inward-dialing range.
Step 13 In the Route Partition drop-down list, select the following ports:
• For InformaCast ports, select ICVA-CTIOutbound.

Step 14 In the Display (Internal Caller ID) text box, enter InformaCast.
Step 15 In the ASCII Display (Internal Caller ID) text box, enter InformaCast.
Step 16 Click Save.
Step 17 Repeat this procedure for each CTI port that you need.

What to do next

Configure Access Control Group with AXL Access

Perform this procedure to create an access control group that includes AXL access.

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Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > User Settings > Access Control
Group.
Step 2 Click Add New.
Step 3 In the Name text box, enter ICVA User Group.
Step 4 Click Save.
Step 5 From the Related Links drop-down list, select Back to Find/List and click Go.
Step 6 In the Roles column, click the i icon that corresponds to the new access control group.
Step 7 Click Assign Role to Group.
Step 8 Click Find.
Step 9 Select Standard AXL API Access check box, and click Add Selected.
Step 10 Click Save.

Configure Application User for Paging

Perform this procedure to configure an application user:
• For Basic Paging, configure an InformaCast application user.

Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > Application User.
Step 2 Click Add New.
Step 3 In the User ID text box, enter a user ID for the application user. For example, ICVA InformaCast.
Step 4 Enter a password in the Password and Confirm Password fields.
Step 5 In the Available Devices list box, click the CTI ports that you created for your deployment and use the arrows
to move the devices to the Controlled Devices list box. For example, select ICVA-IC-001 for InformaCast
and ICVA-CA-001 for CallAware.
Step 6 Click the Add to Access Control Group.
Step 7 Click Find.
Step 8 Check the following check boxes (unless otherwise indicated, select these permissions for all application
users):
• ICVA User Group
• Standard CTI Allow Control of All Devices
• Standard CTI Allow Control of Phones supporting Connected Xfer and conf
• Standard CTI Allow Control of Phones supporting Rollover Mode
• Standard CTI Enabled

Step 9 Click Add Selected.

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Step 10 Click Save.

Enable Web Access for a Phone

Perform this procedure in Basic Paging to enable web access for a Cisco Unified IP Phone. You can also use
a Common Phone Profile to enable web access for a group of phones that use that profile. For details, see
Enable Web Access for Common Phone Profile, on page 272.

Before you begin

Configure Application User for Paging, on page 271

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find and select the phone for which you want to enable web access.
Step 3 In the Product Specific Configuration Layout area, from the Web Access drop-down list, select Enabled.
Step 4 Click Save.

What to do next
Configure Authentication URL, on page 273

Enable Web Access for Common Phone Profile

Perform this procedure in Basic Paging to enable web access for a group of Cisco Unified IP Phones that use
a Common Phone Profile. You can also enable web access on an individual phone. For details, see Enable
Web Access for a Phone, on page 272.

Before you begin

Configure Application User for Paging, on page 271

Procedure

Step 1 From Cisco Unified CM Administration, chooseI Device > Device Settings > Common Phone Profile.
Step 2 Click Find and select the profile that applies to the group of phones for which you want to enable web access.
Step 3 In the Product Specific Configuration Layout area, from the Web Access drop-down list, select Enable.
Step 4 Click Save.
Step 5 Click Apply Config to reset the phones that use the Common Phone Profile.
Step 6 Click OK.

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Enable Web Access for Enterprise Phone Configuration

What to do next
Configure Authentication URL, on page 273

Enable Web Access for Enterprise Phone Configuration

Perform this procedure in Unified Communications Manager to enable web access for a group of Cisco Unified
IP Phone that use a Common Phone Profile. You can also enable web access on an individual phone. For
more details, see Enable Web Access for a Phone, on page 272.

Before you begin

Configure Application User for Paging, on page 271.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Enterprise Phone Configuration.
Step 2 From the Web Access drop-down list, select Enable.
Step 3 Click Save.
Step 4 Click Apply Config to reset the phones that use the Common Phone Profile.
Step 5 Click OK.

Configure Authentication URL

Perform the following tasks to configure an authentication URL that points to InformaCast so that when
InformaCast pushes broadcasts to Cisco Unified IP Phones, the phones authenticate with InformaCast instead
of Unified Communications Manager.

Procedure

Command or Action Purpose

Step 1 Set Authentication URL, on page 273 Set the Unified Communications Manager
authentication URL to point InformaCast.

Step 2 Reset Your Phones, on page 274 Reset the phones in your deployment so that
your phones use the new settings.

Step 3 Test Your Phones, on page 274 Verify that the phones in your deployment use
the new authentication URL settings.

Set Authentication URL

Perform this procedure to set the Unified Communications Manager authentication URL to point to the
InformaCast Virtual Appliance.

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Procedure

Step 1 From Cisco Unified CM Administration, choose System > Enterprise Parameters.
Step 2 Scroll to the Phone URL Parameters area, and in the URL Authentication field, enter http://<IP
Address>:8081/InformaCast/phone/auth where <IP Address> is the IP Address of the InformaCast
Virtual Appliance.
Note Make a note of the existing URL in the URL Authentication field. You may need this when you
configure InformaCast. See your InformaCast documentation for details.

Step 3 Scroll to the Secured Phone URL Parameters area, and in the Secured Authentication URL field, enter
http://<IP Address>:8081/InformaCast/phone/auth where <IP Address> is the IP Address
of the InformaCast Virtual Appliance.
Step 4 Click Save.

Reset Your Phones

After you set the authentication URL to point to the InformaCast Virtual Applicance, you must reset your
phones. This procedures describes how to manually reset the phones in device pools. There are many methods
for resetting your phones. For example, you can also use Bulk Administration Tool to schedule the reset during
off hours. See the Cisco Unified Communications Manager Bulk Administration Guide for information on
the Bulk Administration Tool.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 In the From Phone Where box, select Device Pool.
Step 3 Set the other drop-down menus and field items to settings that will bring up the device pools that you contain
your phones.
Step 4 Click Find.
Step 5 Select the device pools that you want to reset.
Step 6 Click Reset Selected.
Step 7 Click Reset.

Test Your Phones

Verify that your phones are authenticating with the InformaCast Virtual Appliance.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Use the drop-down list and fields in the Find and List Phones window to filter your search for a phone that
should be using the new authentication URL, and click Find.

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Step 3 For the phone that should be using the new settings, click the IP Address link in the IPv4 Address column.
Step 4 Click Network Configuration.
The Network Configuration page appears.
Step 5 Verify that the Authentication URL field displays the InformaCast Virtual Appliance IP address that you
entered for the URL Authentication enterprise parameter. If the correct URL does not appear, you will need
to set the authentication URL.

Advanced Notification Paging Configuration Task Flow

Perform the following tasks to integrate InformaCast Paging Server with Unified Communications Manager
for IP paging and emergency call alerting. It includes the following features:
• InformaCast advanced notification
• Panic button configuration
• Text and audio notification to IP phones when a user dials an emergency services number (CallAware)

Procedure

Command or Action Purpose

Step 1 Install the InformaCast Virtual Appliance, on Download the InformaCast OVA file from the
page 275. Singlewire website and upload it to vSphere.

Step 2 Configure Connection to InformaCast, on page Configure Unified Communications Manager

277. and InformaCast.

Step 3 Configure Panic Button, on page 278. Configure a panic button to send a text and
audio notification to IP phones.

Step 4 Configure CallAware Emergency Call Alerting, Configure emergency call text and audio
on page 280. notifications.

Install the InformaCast Virtual Appliance

Singlewire supports InformaCast Virtual Appliance on the VMware ESXi platform, which is managed through
the vSphere client.

Note To view a list of Singlewire-supported VMware ESXi versions, go to this URL: https://www.singlewire.com/
compatibility-matrix and click the Server Platforms link under InformaCast Platform section.

Note If you have purchased a license, refer to https://www.singlewire.com/icva-kb-activate to activate your license.
This will ensure that Emergency Notifications stay active after the 90-day trial.

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Install the InformaCast Virtual Appliance

Note For more details on the installation, including InformaCast screen captures, go to this URL:
https://www.singlewire.com/icva-kb-install.

Before you begin

Import InformaCast Virtual Appliance using the vSphere client. This can be downloaded from your VMware
server.

Procedure

Step 1 Download the OVA file from the Singlewire website and then log in to the vSphere client.
Note If you are using InformaCast on the Communications Manager Business Edition 6000, you are
supplied with a DVD in a package with an OVA on it (physical media).

The vSphere Client window appears.

Step 2 From the vSphere Client window, choose File > Deploy OVF Template.
The Deploy OVF Template dialog box appears.
Step 3 Click the Deploy from File radio button and then click Browse to select the saved the OVA file (or to the
OVA file on the supplied DVD). After you select the OVA file, click Open.
The Source location is selected in the Deploy OVF Template dialog box.
Step 4 Click Next to continue.
The Deploy OVF Template dialog box refreshes and OVF Template Details appears.
Step 5 Click Next to verify the Name and Location, and then click Next to select the network to store the new
virtual machine files.
Tip It is good practice to place the Virtual Appliance on the same VLAN as your Cisco Unified
Communications Manager.

Step 6 Click Next to continue, and then click Finish.

The InformaCast Virtual Appliance begins importing.
Step 7 From the vSphere Client window, click Hosts and Clusters icon and then select your host server.
The vSphere Client window refreshes.
Step 8 Click the Configuration tab and select the Virtual Machine Startup/Shutdown link in the Software section.
Step 9 Click the Properties link.
The Virtual Machine Startup and Shutdown dialog box appears.
Step 10 Check the Allow virtual machines to start and stop automatically with the system check box under System
Settings.
Step 11 Under Startup Order, scroll to the Manual Startup section and select your virtual machine (by default, this
is Singlewire InformaCast VM), and then move it from the Manual Startup section to the Automatic Startup
section, by using the Move Up button. After moving it, click OK.
The InformaCast Virtual Appliance starts and stops automatically with the server on which it is hosted. Now
you can turn on InformaCast's virtual machine and set its network configuration.
Step 12 Choose View > Inventory > VMs and Templates and then select your virtual machine.
Step 13 Choose the Inventory > Virtual Machine > Open Console

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The Singlewire InformaCast VM console window appears.

Step 14 InformaCast configuration starts for the first time. During this configuration, perform the following tasks for
the InformaCast Virtual Appliance:
a) Accept Cisco End User License Agreement (EULA)
b) Accept Singlewire EULA
c) Set up hostname
d) Set up IP address, subnet mask, and default gateway
e) Set up DNS server IP address and domain name
f) Set up NTP server IP address or hostname
g) Set up time zone
h) Set up Secure Socket Layer (SSL) certificate parameters
i) Set up SSL subject alternate names (optional)
j) Set up the OS admin password
k) Set up the InformaCast and PTT (PushToTalk) admin password. This password is required to connect the
Cisco Unified Communications Manager and InformaCast in the Cisco Unified CM Administration,
Advanced Features > Emergency Notifications Paging.
l) Set up security passphrase for backup and communication
When your configuration is successful, the “Welcome to Singlewire InformaCast” message is displayed.
Step 15 Click Continue to work with Singlewire InformaCast.

Configure Connection to InformaCast

Use this procedure to load the InformaCast certificate to the Unified Communications Manager Tomcat trust
store.

Before you begin

Install the InformaCast Virtual Appliance, on page 275.

Procedure

Step 1 From Cisco Unified CM Administration, choose Advanced Features > Emergency Notifications Paging.
Step 2 In the Introduction to InformaCast Emergency Notifications page, click Next to continue.
The Installing the InformaCast Virtual Appliance page appears.
Step 3 In the Installing the InformaCast Virtual Appliance page, click Next to continue.
Note You should have successfully installed InformaCast Virtual Appliance to configure with the Unified
Communications Manager.

The Connecting Cisco Unified Communications Manager and InformaCast page appears.
Step 4 In the IP address of InformaCast VM field, enter either IP address or Hostname.
Note By default, the username is stated as admin in the Username to use in InformaCast field, and it
is not editable.

Step 5 In the Password for admin app user field, enter the administrator password of the InformaCast application.

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The dialog box displaying the thumbprint of InformaCast certificate is displayed.

Step 6 Click OK to load the InformaCast certificate to the Unified Communications Manager Tomcat trust store.
Configuration process starts.
Note When the configuration is successful, the Status field displays the completion status.

Step 7 Click Next.

The wizard performs the following tasks:
• Activates SNMP service
• Configures SNMP Service with locally generated random credentials
• Activates CTI Manager Service
• Configures Unified Communications Manager for InformaCast
• Creates new region (1 per cluster)
• Creates new device pool (1 per cluster)
• Creates SIP trunk (1 per cluster)
• Creates route group (1 per cluster)
• Creates route list
• Creates role
• Creates app user

• Configures InformaCast for Unified Communications Manager

• Creates a cluster
• Refreshes recipient groups
• Sets SIP access to deny
• Creates SIP access

Configure Panic Button

Use this procedure to configure a panic button to send a text and audio notification to IP phones. This allows
you to initiate a one click alarm if there is emergency.

Before you begin

Configure Connection to InformaCast, on page 277.

Procedure

Step 1 From Cisco Unified CM Administration, choose Advanced Features > Emergency Notifications Paging.

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Step 2 In the Introduction to InformaCast Emergency Notifications page, click Next to continue.
Step 3 In the Installing the InformaCast Virtual Appliance page, click Next to continue.
Step 4 In the Connecting Cisco Unified Communications Manager and InformaCast page, click Next to continue.
The Configuring a Panic Button page appears.
Step 5 From the Choose pre-recorded message by name drop-down list, select the pre-recorded message to be
displayed on Cisco Unified IP phones and various devices and systems in emergency.
Note You can change the pre-recorded message in InformaCast administration, as required.

Step 6 In the Enter DN to trigger the panic button field, enter the Directory Number (DN), which includes the
digits 0 to 9, asterisks (*), and pound signs (#). Default value is ***5.
Step 7 From the Route Partition drop-down list, select a partition to restrict access to the route pattern.
Note If you do not want to restrict access to the route pattern, select <None> for the partition.

Step 8 Click Choose Phones to Send Notification button.

The Phones to Send Notification dialog box appears.
Step 9 From the Phones to Send Notification dialog box, select the Cisco Unified IP phones to send the pre-recorded
message. The dial pattern entered by you (for example, ***5) is configured as speed dial on the selected
phones.
The selected Cisco Unified IP Phone are displayed in the Selected Phones to Send Notification list box.
Step 10 Click Add Rules, to create a new rule for the selected Cisco Unified IP Phone to receive notifications.
a) Select one of the parameters from the drop-down list. The available options are Device Pool, Description,
and Directory Number.
b) In the second drop-down list, select a criteria from the following options:
• Does
• Does not

c) In the third drop-down list, select a criteria from the following options:
• Begins with
• Ends with
• Contains

d) In the text box, enter the search criterion.

Note Minimum of one new rule and maximum of new five rules can be created. The Add Rules
button gets disabled when five rules are created.

Note To delete a rule, click Delete Rules.

e) Click Test Rules, to validate the created rules. When the test rule is completed with more than zero phones,
the Next button is enabled.
Note Phones added to Cisco Unified Communications Manager at a later date that match this rule will
be included as recipients in notifications to this group.

Step 11 Click Next.

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The wizard performs the following tasks:

• Adds a speed dial for the entered DN to the selected phones. If the selected phones have unused speed
dials assigned to existing phone button templates, this speed dial appears directly on the selected phones.
If the selected phones do not have unused speed dial buttons, the panic button speed dial is created, but
it does not appear on the phone.
• Adds route pattern for entered DN in selected partition using created route list.
• Creates an InformaCast DialCast entry for the entered DN to send the selected message to the phones
matching the selected rules.

Configure CallAware Emergency Call Alerting

Use this procedure to configure the CallAware emergency call alerting details. This sends a text and audio
notification to IP phones when an emergency number is dialed. It can also detect calls to numbers other than
911.

Before you begin

Configure Panic Button, on page 278.

Procedure

Step 1 From Cisco Unified CM Administration, choose Advanced Features > Emergency Notifications Paging.
Step 2 In the Introduction to InformaCast Emergency Notifications page, click Next to continue.
Step 3 In the Installing the InformaCast Virtual Appliance page, click Next to continue.
Step 4 In the Connecting Cisco Unified Communications Manager and InformaCast page, click Next to continue.
Step 5 In the Configuring a Panic Button page, click Next to continue.
The Configuring CallAware Emergency Call Alerting page appears.
Step 6 From the Choose pre-recorded message by name drop-down list, select the pre-recorded message to be
displayed on Cisco Unified IP phones and various devices and systems in emergency.
Note You can change the pre-recorded message in InformaCast administration, as required.

Step 7 Click Choose Emergency Route Patterns button.

The Route Patterns dialog box appears.
Step 8 From the Route Patterns dialog box, select the route patterns by checking the box next to the desired patterns.
a) Click the Save Selected/Changes button.
The selected route patterns are displayed in the Selected Route Patterns list box.
Step 9 Click Add Rules, to create a new rule for the selected Cisco Unified IP Phone to receive notifications.
a) Select one of the parameters from the drop-down list. The available options are Device Pool, Description,
and Directory Number.
b) In the second drop-down list, select a criteria from the following options:
• Does

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• Does not

c) In the third drop-down list, select a criteria from the following options:
• Begins with
• Ends with
• Contains

d) In the text box, enter the search criterion.

Note Minimum of one new rule and maximum of five new rules can be created. The Add Rules
button gets disabled when five rules are created.

Note To delete a rule, click Delete Rules.

e) Click Test Rules, to validate the created rules. When the test rule is completed with more than zero phones,
the Finish button is enabled.
Note Phones added to Unified Communications Manager at a later date that match this rule will be
included as recipients in notifications to this group.

Step 10 Click Finish.

The wizard performs the following tasks:
• Adds External Call Control profile for InformaCast
• For each selected route pattern, modify that route pattern to reference the External Call Control profile
• Creates a recipient group with rules that match phones to receive the notification
• Creates an InformaCast routing request with the selected message and recipient group

The Summary page appears and confirms the successful configuration of InformaCast with Unified
Communications Manager. For more information, see https://www.singlewire.com.

Paging Interactions
• Advanced Notification Paging Interactions, on page 282

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Advanced Notification Paging Interactions

Table 23: Advanced Notification Paging Interactions

Feature Interaction

Emergency Notifications Paging You can configure the Emergency Notifications Paging wizard
using InformaCast Release 11.5(1)SU3 and later versions in
basic paging mode only.
You can configure call monitoring to route patterns that
contain digits only in the Emergency Notifications Paging
wizard. For route patterns that contain wildcard characters,
configure in InformaCast.

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Intercom
• Intercom Overview, on page 283
• Intercom Prerequisites, on page 284
• Intercom Configuration Task Flow, on page 284
• Intercom Interactions, on page 287
• Intercom Restrictions, on page 289
• Intercom Troubleshooting, on page 290

Intercom Overview
Intercom is a type of phone line that combines the functionality of a traditional line and a speed dial. With an
intercom line, a user can call the intercom line of another user, which answers automatically to one-way audio
whisper. The recipient can then acknowledge the whispered call and initiate a two-way intercom call.
You can use an intercom line to dial any other intercom line in the intercom partition, or you can preconfigure
the line to target an intercom line outside the intercom partition.
Intercom allows a user to place a call to a predefined target. The called destination answers the call automatically
in speakerphone mode with mute activated. This sets up a one-way voice path between the initiator and the
destination, so the initiator can deliver a short message, regardless of whether the called party is busy or idle.
To ensure that the voice of the called party does not get sent back to the caller when the intercom call is
automatically answered, Unified Communications Manager implements whisper intercom. Whisper intercom
ensures that only one-way audio exists from the caller to the called party. The called party must manually
press a key to talk to the caller.
An auto-answer tone indicates the beginning of the whisper intercom state for both the sender and the recipient.

Intercom and Default Devices

Each intercom line needs a default device. The intercom line is displayed only on the designated default
device.
When the administrator assigns an intercom line to a device, the system sets the device as the default device
for the intercom line if not set previously. The administrator can modify the default device for the intercom
line. When the administrator changes the default device to a different device, the intercom line gets removed
from the original device, even though the intercom line may still be assigned to the original device.

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Intercom Prerequisites

You can assign an intercom line to a device profile. Only when a user uses a device profile to log in to the
default device that matches the default device of the intercom line does the intercom line become available.
Otherwise, no intercom line is displayed when the user logs in.

Intercom Prerequisites
The intercom feature has the following system requirements:
• Cisco Unified IP Phones Firmware Release 8.3(1) or later

Intercom Configuration Task Flow

Before you begin
• Review Intercom Prerequisites, on page 284.

Procedure

Command or Action Purpose

Step 1 Configure Intercom Partition, on page 284 To add a new Intercom partition or configure
an existing partition.
Step 2 Configure an Intercom Calling Search Space, To add a new Intercom Calling Search Space.
on page 285
Step 3 Configure an Intercom Translation Pattern, on To add a new Intercom Translation Pattern or
page 286 to configure an existing Intercom Translation
Pattern .
Step 4 Configure an Intercom Directory Number, on To add or update an Intercom Directory
page 286 Number.
Step 5 Intercom Line and Speed Dial Configuration, Configure Intercom Line and Speed Dial.
on page 287

Configure Intercom Partition

Before you begin
Ensure the phone model supports the Intercom feature for a particular release and device pack Generate a
Phone Feature List, on page 1

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Intercom > Intercom Route Partition.
The Find and List Intercom Partitions window appears.

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Step 2 Click Add New.

An Add New Intercom Partition window appears.

Step 3 Under the Intercom Partition Information section, in the Name box, enter the name and description of the
intercom partition that you want to add.
Note To enter multiple partitions, use one line for each partition entry. You can enter up to 75 partitions;
the names and descriptions can have up to a total of 1475 characters. The partition name cannot
exceed 50 characters. Use a comma (,) to separate the partition name and description on each line.
If a description is not entered, Unified Communications Manager uses the partition name as the
description.

Step 4 Click Save.

Step 5 Locate the partition that you want to configure.
Intercom Partition Configuration window is displayed
Step 6 Configure the fields in the Intercom Partition Configuration field area. See the online help for more information
about the fields and their configuration options.
Step 7 Click Save.
The Intercom Partition Configuration window appears.

Step 8 Enter the appropriate settings. For detailed information about the Intercom Partition Configuration parameters,
see online help.
Step 9 Click Save.
Step 10 Click Apply Config.

Configure an Intercom Calling Search Space

Before you begin
Configure Intercom Partition, on page 284

Procedure

Step 1 In the menu bar, choose Call Routing > Intercom > Intercom Calling Search Space.
Step 2 Click the Add New.
Step 3 Configure the fields in the Intercom Calling Search Space field area. For more information on the fields and
their configuration options, see Online Help.
Step 4 Click Save.

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Configure an Intercom Translation Pattern

Before you begin
Configure an Intercom Calling Search Space, on page 285

Procedure

Step 1 Choose Call Routing > Intercom > Intercom Translation Pattern.
The Find and List Intercom Translation Patterns window appears.

Step 2 Perform one of the followings tasks:

a) To copy an existing intercom translation pattern, locate the partition to configure, click Copy eside the
intercom translation pattern to copy.
b) To add a new intercom translation pattern, click the Add New.
Step 3 Configure the fields in the Intercom Translation Pattern Configuration field area. For more information on
the fields and their configuration options, see Online Help.
Step 4 Click Save.
Ensure that the intercom translation pattern that uses the selected partition, route filter, and numbering plan
combination is unique. if you receive an error that indicates duplicate entries, check the route pattern or hunt
pilot, translation pattern, directory number, call park number, call pickup number, or meet-me number
configuration windows.
The Intercom Translation Pattern Configuration window displays the newly configured intercom translation
pattern.

Configure an Intercom Directory Number

You can assign patterns to intercom directory numbers; for example, 352XX. To avoid user confusion, when
you assign a pattern to an intercom directory number, add text or digits to these intercom DN configuration
fields, Line Text Label, Display (Internal Caller ID), and External Phone Number Mask. These fields are
displayed for an intercom directory number only after you add the intercom directory number and you associate
the intercom directory number with a phone.
For example, add the username to the line text label and internal caller ID, and add the outside line number
to the external number mask, when the calling information is displayed, it says John Chan, not 352XX.

Procedure

Step 1 Choose Call Routing > Intercom > Intercom Directory Number.
The Find and List Intercom Directory Numbers window is displayed.

Step 2 To locate a specific intercom directory number, enter search criteria and click Find.
A list of intercom directory numbers that match the search criteria displayed.

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Step 3 Perform one of the followings tasks:

a) To add an intercom directory number, click Add New.
b) To update an intercom directory number, click the intercom directory number to update.
The Intercom Directory Number Configuration window displayed.

Step 4 Configure the fields in the Intercom Directory Number Configuration field area. For more information on the
fields and their configuration options, see Online Help.
Step 5 Click Save.
Step 6 Click Apply Config.
Step 7 Click Reset Phone.
Step 8 Restart devices.
During the restart, the system may drop calls on gateways.

Intercom Line and Speed Dial Configuration

Before you begin
Configure an Intercom Directory Number, on page 286

Procedure

Step 1 Choose Device > Device Settings > Phone Button Template and add the intercom line to an existing phone
button template or create a new template.
Note The intercom line cannot be configured as the primary line.

Step 2 From the Button Information area, from Feature drop-down list, choose Intercom.
Step 3 From the Button Information area, from Feature drop-down list, choose Speed Dial.
Note You can configure the intercom line with a predefined destination (speed dial) to allow fast access.

Step 4 Click Save.

Step 5 Click Apply Config.

Intercom Interactions
Feature Interaction

Bulk Administration Tool The Unified Communications Manageradministrator can use the Bulk
Administration Tool to add many intercom users at once instead of adding users
individually. For more information, see Bulk Administration Guide for Cisco
Unified Communications Manager.

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Feature Interaction

Barge When the intercom destination is a barge target, the Cisco Unified IP Phone can
still support whisper intercom.
When the destination caller chooses to talk to the intercom caller by pressing the
intercom button, the original call is put on hold, and the barge initiator is released.

Do Not Disturb (DND) The intercom call will override DND on the destination phone.

Call Preservation When a call is preserved, the end user must hang up before the phone can
reregister with Unified Communications Manager.
When the intercom call is in whisper mode, it represents a one-way medium, and
the terminating side might have no user at all; therefore, only the intercom call
in talkback mode will get preserved. (Whisper intercom will not get preserved.)

Cisco Unified Survivable When Cisco Unified IP Phones register with SRST, the phones do not register
Remote Site Telephony intercom lines; therefore, the feature will not be available when the phones are
(SRST) registered with SRST.

Cisco Unified With the Unified Communications Manager Assistant Configuration Wizard,
Communications Manager Cisco Unified Communications Manager Assistant configuration takes less
Assistant time and eliminates errors. The partitions, calling search spaces, route point, and
translation pattern automatically get created when the administrator successfully
runs and completes the configuration wizard.

CTI You can use CTI/JTAPI/TSP to set or modify the preconfigured target directory
number for an intercom line. You will receive notification if the target directory
number is updated or reconfigured through Cisco Unified Communications
Manager Administration.
Be aware that CTI/JTAPI/TSP is backward compatible if the intercom line is not
configured to be controlled by the application. If the intercom line is configured
in the application user list, you may have to make changes and test the
compatibility.

Cisco Extension Mobility The intercom feature interacts with Cisco Extension Mobility. The system presents
an intercom line to a user who uses Cisco Extension Mobility to log in to a phone
that supports the feature if the device profile that the user uses to log in has an
intercom line that is provisioned. The phone must be the default device for that
intercom line.

Internet Protocol Version Intercom can support phones with an IP Addressing Mode of IPv4 Only or IPv4
6 (IPv6) and IPv6. During an intercom call, the talkback mode establishes media streams
with the same IP version as the media stream that is used when the caller initiates
intercom.

Intercom directory Intercom directory numbers (lines) are restricted to one device per intercom line.
numbers (lines) Cisco Extension Mobility is widely used; mobile users need the intercom feature
but need it to be available only on a single device. You can assign intercom lines
to either a regular device or to an extension mobility profile, but the system needs
to enforce that an intercom line gets associated to either a regular device or to an
extension mobility profile.

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Feature Interaction

Extension mobility profile An extension mobility profile can be used on more than one phone simultaneously,
use the Default Activated Device field in the Intercom Directory Number
Configuration window ( Cisco Unified CM Administration > Call Routing >
Intercom > ntercom Directory Number Configuration) to specify which device
can display this intercom line. Intercom lines that are not used for Extension
Mobility also require configuration of the Default Activated Device field.

Intercom Restrictions
The following restrictions apply to the Intercom feature:

Feature Restrictions

Hold The system does not allow intercom calls to be placed on hold.

Call Forwarding Intercom calls cannot be forwarded.

Transfer The system does not allow an intercom call to be transferred.

iDivert The system does not allow an intercom call to be diverted.

Call Pickup/Directed Call The call pickup groups do not include intercom calls.
Pickup

DND Intercom overrides Do Not Disturb (DND).

Bandwidth If sufficient bandwidth does not exist, the intercom call fails.

Call Target If two intercom calls are directed to a target, the first one goes through; the second
fails with a busy tone.

Barge and cBarge Intercom does not work with Barge and cBarge.

Conferencing The system does not allow intercom calls to be in conference.

Monitoring and Recording When an active call is being monitored or recorded, the user cannot receive nor
place intercom calls.

Video Video is not supported with intercom.

Intercom Partition An intercom partition assigned to an item such as calling search space or to a
route pattern cannot be deleted.

Intercom Calling Search Intercom calling search spaces that devices, lines (DNs), translation patterns, or
Spaces other items are using cannot be deleted.

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Intercom Troubleshooting
Busy Tone When Dialing Out of Intercom Line
Problem
Phone plays busy tone when user is dialing out of intercom line.

Possible Cause
The DN is not in the same intercom partition as the calling number.

Solution
• Ensure that the DN is in the same intercom partition as the calling number.
•I
f it is, ensure that the dialed-out DN is configured on another phone and that the phone is registered with
the same Unified Communications Manager cluster.

Intercom Calls cannot use Talkback with Speaker, Handset or Headset

Problem
User cannot go into talkback mode for intercom calls by using headset, handset, or speaker.

Possible Cause
This situation exists by design. The only way to go into the connected state for intercom calls is by pressing
the corresponding line button.

Solution
User can end call by using speaker, handset, or headset.

Troubleshooting SCCP
Intercom Lines Not Showing Up on Phone

Problem
Intercom lines do not display on the phone.

Possible Cause
The phone version may be earlier than 8.3(1), or the button template may not be assigned to the phone.

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Solution
• Check the phone version. Ensure that it is 8.3(1) or later.
• Determine whether the button template is assigned to the phone.
• Capture the sniffer trace between Cisco Unified Communications Manager and the phone. In the button
template response, see whether intercom lines get sent to the phone (button definition = Ox17).

Intercom Lines Not Showing Up When Phone Falls Back to SRST

Problem
A phone that was configured with Unified Communications Manager Release 6.0(x) or later, includes two
intercom lines. Unified Communications Manager stops and falls back to SRST. The intercom lines do not
display.

Possible Cause
The SCCP version of SRST does not support SCCP Version 12.

Solution
• Check the SCCP Version of SRST. If SRST supports SCCP Version 12, it will support intercom lines.
• If SRST supports SCCP Version 12, capture a sniffer trace and ensure that the button template that the
phone sent includes intercom lines.

Troubleshooting SIP
Debug Phones That Are Running SIP
Use this debug command: Debug sip-messages sip-task gsmfsmIsm sip-adapter.

Configuration of Phones That Are Running SIP

Show config —The command on the phone is displayed if intercom lines are configured as regular lines with
featureid-->23.

Cisco Extension Mobility User Is Logged In But Intercom Line Does Not Display
Problem
The Cisco Extension Mobility user is logged in to a phone, but the user intercom line does not display.

Possible Cause
Default Activated Device is configured incorrectly.

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Intercom Line Fails to Display on Phone

Solution
• Check that the Default Activated Device is configured on the intercom directory number.
• Check that the Default Activated Device matches the device to which the user is logged in.

Intercom Line Fails to Display on Phone

Problem
An intercom line has been configured and assigned to a phone but fails to display on the phone.

Possible Cause
Default Activated Device value is set to the intercom line of this device.

Solution
If the configuration has been done, reset the phone.

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Receiving Calls
• Prime Line Support , on page 295
• Call Forwarding , on page 299
• Call Pickup , on page 323
• Call Park and Directed Call, on page 345
• Extension Mobility , on page 371
• Extension Mobility Cross Cluster , on page 387
• Extension Mobility Roaming Across Clusters, on page 421
• Hold Reversion , on page 435
• Accessing Hunt Groups , on page 441
• Malicious Call Identification , on page 449
• Call Transfer , on page 459
• External Call Transfer Restrictions , on page 473
 CHAPTER 25
Prime Line Support
• Prime Line Support Overview, on page 295
• Prime Line Support Prerequisites, on page 295
• Prime Line Support Configuration Task Flow, on page 295
• Prime Line Support Interactions, on page 297
• Prime Line Support Troubleshooting, on page 298

Prime Line Support Overview

You can configure the Prime Line Support in Cisco Unified CM Administration so that when the phone is
off-hook and receives a call on any line, the system always chooses the primary line for the call.

Prime Line Support Prerequisites

The following devices are compatible with the Prime Line Support feature:
Cisco Unified IP Phone 7900 Series, 8900 Series, and 9900 Series
For more information on the supported devices, see the latest version of Cisco Unified IP Phone Guide and
Cisco Unified IP Phone Administration Guide.

Prime Line Support Configuration Task Flow

To configure the Prime Line Support feature for either the Cisco CallManager service or devices and device
profiles, perform one of the following procedures.

Before you begin

• Review Prime Line Support Prerequisites, on page 295.

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Procedure

Command or Action Purpose

Step 1 Configure Clusterwide Prime Line Support, on (Optional). Configure the Prime Line Support
page 296 feature for the Cisco CallManager service,
which applies to the entire cluster.

Step 2 Configure Prime Line Support for Devices, on (Optional). Configure the Prime Line Support
page 297 feature for specific devices within the cluster,
if you do not want to enable the feature
clusterwide.
Note When you configure this parameter,
going off-hook makes only the first
line active on the phone, even when
a call rings on another line on the
phone. So the call does not get
answered on the other line.

Configure Clusterwide Prime Line Support

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose the server that is running the Cisco CallManager service.
Step 3 From the Service drop-down list, choose Cisco CallManager.
Step 4 From the Always Use Prime Line clusterwide service parameter, choose one of the following options from
the drop-down list:
• True- When a phone goes off-hook, the primary line gets chosen and becomes the active line.
• False- When a phone goes off-hook, the IP phone automatically chooses an available line as the active
line.

The default value for this service parameter is False.

Step 5 For this change to take effect on the SIP phones, click the ApplyConfig button in Cisco Unified CM
Administration (for example, on the Device Configuration window, the Device Pool Configuration window,
or any other window on which ApplyConfig is an option).
Note If the new configuration is not applied on the SIP phones, the SIP Prime Line Support feature
changes will not be implemented until the next reset of the Cisco CallManager service or reset of
each affected device.

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Configure Prime Line Support for Devices

Configure Prime Line Support for Devices

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Common Phone Profile.
Step 2 From the Find and List window, choose the phone for which you want to change the Always Use Prime Line
setting.
The Phone Configuration window appears.
Step 3 From the Always Use Prime Line drop-down list, choose one of the following options:
• Off- When the phone is idle and receives a call on any line, the phone user answers the call from the line
on which the call is received.
• On- When the phone is idle (off hook) and receives a call on any line, the primary line is chosen for the
call. Calls on other lines continue to ring, and the phone user must select those other lines to answer these
calls.
• Default- Unified Communications Manager uses the configuration from the Always Use Prime Line
service parameter, which supports the Cisco CallManager service.

Step 4 Click Save.

Prime Line Support Interactions

Feature Interaction
Always Use Prime Line If you select On for the Always Use Prime Line
parameter in the Device Profile or Default Device
Profile Configuration window, a Cisco Extension
Mobility user can use this feature after logging in to
the device that supports Cisco Extension Mobility.

Maximum Number of Calls and Busy Trigger Settings When the phone already has a call on a line, Unified
Communications Manager uses the configuration for
the Maximum Number of Calls and Busy Trigger
settings to determine how to route the call.

Auto Answer If you choose the Auto Answer with Headset option
or Auto Answer with Speakerphone option from the
Auto Answer drop-down list in Cisco Unified CM
Administration, the Auto Answer configuration
overrides the configuration for the Always Use Prime
Line parameter.

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Prime Line Support Troubleshooting

Prime Line Support Troubleshooting

Prime Line Support Does Not Work When Set To True
Problem When the cluster-wide service parameter Always use Prime Line is set to True and the IP phone
goes off-hook, the primary line becomes the active line. Even if a call rings on the second line, when the user
goes off-hook, it activates only the first line. The phone does not answer the call on the second line. However,
when IP phones with multiple line appearances are used with the 7.1.2 phone load, the phone does not use
the primary line when a second line rings. If the user picks up the handset, the phone answers the call on the
second line.
Solution Press the line button for the primary line so that the secondary line is not engaged when a call is
initiated.

Unable To Answer Inbound Calls

Problem The users are unable to automatically answer inbound calls after they go off-hook on IP phones, and
must press the Answer softkey to answer the calls.
Solution To resolve the problem, perform the following procedure:

1. From Cisco Unified CM Administration, choose System > Service Parameters.

2. From the Server drop-down list, choose the server that is running the Cisco CallManager service.
3. From the Service drop-down list, choose Cisco CallManager.
4. In Cluster wide parameters (Device - phone), set Always Use Prime Line to False.

Inbound Calls Are Answered Automatically

Problem When an inbound call is received on a shared line of an IP phone, the call is answered immediately
as the handset is lifted, without the option to either answer the call or make an outbound call. This behavior
does not change even though Auto Line Select is set to disabled.
Solution To resolve the problem, perform the following procedure:

1. From Cisco Unified CM Administration, choose System > Service Parameters.

2. From the Server drop-down list, choose the server that is running the Cisco CallManager service.
3. From the Service drop-down list, choose Cisco CallManager.
4. In Cluster wide parameters (Device - phone), set Always Use Prime Line to False.

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Call Forwarding
• Call Forwarding Overview, on page 299
• Call Forwarding Configuration Task Flow, on page 301
• Call Forwarding Interactions, on page 317
• Call Forwarding Restrictions, on page 321

Call Forwarding Overview

As a user, you can configure a Cisco Unified IP Phone to forward calls to another phone. The following call
forwarding types are supported:
• Call Forward No Bandwidth—Forwards calls when a call to a directory number fails due to insufficient
bandwidth, and provides forwarding functionality to an Automated Alternate Routing (AAR) destination
using public switched telephone network (PSTN) as the alternate route or to a voicemail system.
• Call Forward with Alternate Destination—Forwards calls when a call to a directory number and the
forwarded destination are not answered. The call gets diverted to an alternate destination as a last resort.
This Call Forwarding type is also referred to as “MLPP Alternate Party destination.”
• Call Forward All (CFA)—Forwards all calls to a directory number.
• Call Forward Busy (CFB)—Forwards calls only when the line is in use and the configured Call Forward
Busy trigger value is reached.
• Call Forward No Answer (CFNA)—Forwards calls when the phone is not answered after the configured
No Answer Ring Duration timer is exceeded or the destination is unregistered.
• Call Forward No Coverage (CFNC)—Forwards calls when the hunt list is exhausted or timed out, and
the associated hunt-pilot for coverage specifies “Use Personal Preferences” for its final forwarding.
• Call Forward Unregistered (CFU)—Forwards calls when the phone is unregistered due to a remote
WAN link failure, and provides automated rerouting through the Public Switched Telephone Network
(PSTN). Calls can also be forwarded based on the type of caller: internal or external.
• CFA Destination Override—Forwards calls when the user to whom calls are being forwarded (the
target) calls the user whose calls are being forwarded (the initiator). The phone of the initiator rings
instead of call forwarding back to the target.

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Call Forward All, Including CFA Loop Prevention and CFA Loop Breakout

Call Forward All, Including CFA Loop Prevention and CFA Loop Breakout
Call Forward All (CFA) allows a phone user to forward all calls to a directory number.
You can configure CFA for internal and external calls and can forward calls to a voicemail system or a dialed
destination number by configuring the calling search space (CSS). Unified Communications Manager includes
a secondary Calling Search Space configuration field for CFA. The secondary CSS for CFA combines with
the existing CSS for CFA to allow support of the alternate CSS system configuration. When you activate
CFA, only the primary and secondary CSS for CFA are used to validate the CFA destination and redirect the
call to the CFA destination. If these fields are empty, the null CSS is used. Only the CSS fields that are
configured in the primary CSS for CFA and secondary CSS for CFA fields are used. If CFA is activated from
the phone, the CFA destination is validated by using the CSS for CFA and the secondary CSS for CFA, and
the CFA destination gets written to the database. When a CFA is activated, the CFA destination always gets
validated against the CSS for CFA and the secondary CSS for CFA.
Unified Communications Manager prevents CFA activation on the phone when a CFA loop is identified. For
example, Unified Communications Manager identifies a call forward loop when the user presses the CFwdALL
softkey on the phone with directory number 1000 and enters 1001 as the CFA destination, and 1001 has
forwarded all calls to directory number 1002, which has forwarded all calls to directory number 1003, which
has forwarded all calls to 1000. In this case, Unified Communications Manager identifies that a loop has
occurred and prevents CFA activation on the phone with directory number 1000.

Tip If the same directory number exists in different partitions, for example, directory number 1000 exists in
partitions 1 and 2, Unified Communications Manager allows the CFA activation on the phone.

CFA loops do not affect call processing because Unified Communications Manager supports CFA loop
breakout, which ensures that if a CFA loop is identified, the call goes through the entire forwarding chain,
breaks out of the Call Forward All loop, and the loop is completed as expected, even if CFNA, CFB, or other
forwarding options are configured along with CFA for one of the directory numbers in the forwarding chain.
For example, the user for the phone with directory number 1000 forwards all calls to directory number 1001,
which has forwarded all calls to directory number 1002, which has forwarded all calls to directory number
1000, which creates a CFA loop. In addition, directory number 1002 has configured CFNA to directory number
1004. The user at the phone with directory number 1003 calls directory number 1000, which forwards to 1001,
which forwards to 1002. Unified Communications Manager identifies a CFA loop, and the call, which breaks
out of the loop, tries to connect to directory number 1002. If the No Answer Ring Duration timer expires
before the user for the phone with directory number 1002 answers the call, Unified Communications Manager
forwards the call to directory number 1004.
For a single call, Unified Communications Manager may identify multiple CFA loops and attempt to connect
the call after each loop is identified.

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Call Forwarding Configuration Task Flow

Call Forwarding Configuration Task Flow

Procedure

Command or Action Purpose

Step 1 Configure Partitions for Call Forwarding, on Administrators can configure partitions to
page 301 restrict Call Forwarding to certain numbers
based on the design criteria and requirements.

Step 2 Configure Calling Search Space for Call Administrators can configure calling search
Forwarding, on page 303 spaces to restrict Call Forwarding to certain
numbers based on the design criteria and
requirements.

Step 3 Configure Call Forwarding when Hunt List is You can forward a call when hunting fails (that
Exhausted or Hunt Timer Expires, on page 304 is, when hunting is terminated without any hunt
party answering, either because no hunt number
from the list picked up or because the hunt timer
timed out).

Step 4 Configure Call Forward No Bandwidth, on page You can forward a call to an Automated
306 Alternate Routing (AAR) destination using
public switched telephone network (PSTN) as
the alternate route or to a voicemail system
when a call to a called directory number fails
due to insufficient bandwidth.

Step 5 Configure Call Forward Alternate Destination, You can forward calls that go unanswered to
on page 307 the directory number and the forwarded
destination. Calls will get diverted to an
alternate destination as a last resort.

Step 6 Configure Other Call Forwarding Types, on You can configure additional forwarding types
page 308 such as CFA, CFB, CFNA, CFNC, and CFU.
You can configure all these forwarding types
from the Directory Number Configuration
window.

Step 7 Enable Destination Override for Call Administrators can override the CFA when the
Forwarding, on page 317 target of the CFA calls the initiator of the CFA.
This allows the CFA target can reach the
initiator for important calls.

Configure Partitions for Call Forwarding

Configure partitions to create a logical grouping of directory numbers (DNs) and route patterns with similar
reachability characteristics. Partitions facilitate call routing by dividing the route plan into logical subsets that
are based on organization, location, and call type. You can configure multiple partitions.

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Partition Name Guidelines for Call Forwarding

Configure partitions to restrict call forwarding to certain numbers based on your design criteria and
requirements.

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Class of Control > Partition.
Step 2 Click Add New to create a new partition.
Step 3 In the Partition Name, Description field, enter a name for the partition that is unique to the route plan.
Partition names can contain alphanumeric characters, as well as spaces, hyphens (-), and underscore characters
(_). See the online help for guidelines about partition names.
Step 4 Enter a comma (,) after the partition name and enter a description of the partition on the same line.
The description can contain up to 50 characters in any language, but it cannot include double quotes ("),
percentage sign (%), ampersand (&), backslash (\), angle brackets (<>), or square brackets ([ ]).
If you do not enter a description, Cisco Unified Communications Manager automatically enters the partition
name in this field.
Step 5 To create multiple partitions, use one line for each partition entry.
Step 6 From the Time Schedule drop-down list, choose a time schedule to associate with this partition.
The time schedule specifies when the partition is available to receive incoming calls. If you choose None, the
partition remains active at all times.
Step 7 Select one of the following radio buttons to configure the Time Zone:
• Originating Device—When you select this radio button, the system compares the time zone of the calling
device to the Time Schedule to determine whether the partition is available is available to receive an
incoming call.
• Specific Time Zone—After you select this radio button, choose a time zone from the drop-down list.
The system compares the chosen time zone to the Time Schedule to determine whether the partition is
available is available to receive an incoming call.

Step 8 Click Save.

Partition Name Guidelines for Call Forwarding

The list of partitions in a calling search space is limited to a maximum of 1024 characters. This means that
the maximum number of partitions in a CSS varies depending on the length of the partition names. Use the
following table to determine the maximum number of partitions that you can add to a calling search space if
partition names are of fixed length.

Table 24: Partition Name Guidelines

Partition Name Length Maximum Number of Partitions

2 characters 340

3 characters 256

4 characters 204

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Partition Name Length Maximum Number of Partitions

5 characters 172

... ...

10 characters 92

15 characters 64

Configure Calling Search Space for Call Forwarding

A calling search space is an ordered list of route partitions that are typically assigned to devices. Calling search
spaces determine the partitions that calling devices can search when they are attempting to complete a call.
Configure calling search spaces to restrict Call Forwarding to certain numbers based on your design criteria
and requirements.

Before you begin

Configure Partitions for Call Forwarding, on page 301

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Class of Control > Calling Search Space.
Step 2 Click Add New.
Step 3 In the Name field, enter a name.
Ensure that each calling search space name is unique to the system. The name can include up to 50 alphanumeric
characters and can contain any combination of spaces, periods (.), hyphens (-), and underscore characters (_).

Step 4 In the Description field, enter a description.

The description can include up to 50 characters in any language, but it cannot include double-quotes ("),
percentage sign (%), ampersand (&), back-slash (\), or angle brackets (<>).

Step 5 From the Available Partitions drop-down list, perform one of the following steps:
• For a single partition, select that partition.
• For multiple partitions, hold down the Control (CTRL) key, then select the appropriate partitions.

Step 6 Select the down arrow between the boxes to move the partitions to the Selected Partitions field.
Step 7 (Optional) Change the priority of selected partitions by using the arrow keys to the right of the Selected
Partitions box.
Step 8 Click Save.

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Configure Call Forwarding when Hunt List is Exhausted or Hunt Timer Expires

Configure Call Forwarding when Hunt List is Exhausted or Hunt Timer Expires
The concept of hunting differs from that of call forwarding. Hunting allows Unified Communications Manager
to extend a call to one or more lists of numbers, where each list specifies a hunting order that is chosen from
a fixed set of algorithms. When a call extends to a hunt party from these lists and the party fails to answer or
is busy, hunting resumes with the next hunt party. (The next hunt party varies depending on the current hunt
algorithm.) Hunting then ignores the Call Forward No Answer (CFNA), Call Forward Busy (CFB), or Call
Forward All (CFA) configured values for the attempted party.
Call Forwarding allows detailed control as to how to extend (divert or redirect) a call when a called party fails
to answer, or is busy and hunting is not taking place. For example, if the CFNA value for a line is set to a
hunt-pilot number, a call to that line that is not answered diverts to the hunt-pilot number and begins hunting.

Before you begin

Configure Calling Search Space for Call Forwarding, on page 303

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Route/Hunt > Hunt Pilot.
The Find and List Hunt Pilots window is displayed.
Step 2 Click Find.
A list of configured Hunt Pilots is displayed.
Step 3 Choose the pattern for which you want to configure call treatment when hunting fails.
The Hunt Pilot Configuration window is displayed.
Step 4 Configure the fields in the Hunt Pilot Configuration for the Hunt Call Treatment Settings area. For more
information on the fields and their configuration options, see Online Help.
Step 5 Click Save.

Hunt Call Treatment Fields for Call Forwarding

Field Description

Hunt Call Treatment Settings

Note Forward Hunt No Answer or Forward Hunt Busy fields are designed to move calls through
the route list. Queuing is used to hold callers in a route list. Therefore, if queuing is enabled, both
Forward Hunt No Answer and Forward Hunt Busy are automatically disabled. Conversely,
if Forward Hunt No Answer or Forward Hunt Busy are enabled, queuing is automatically
disabled.

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Field Description

Forward Hunt No Answer When the call that is distributed through the hunt list is not answered in a specific
period of time, this field specifies the destination to which the call gets forwarded.
Choose one of the following options:
• Do Not Forward Unanswered Calls
• Forward Unanswered Calls to
• Destination—Enter a directory number to which calls must be
forwarded to.
• Calling Search Space—Choose a calling search space from the
drop-down list which applies to all devices that use this directory
number.

• Maximum Hunt Timer—Enter a value (in seconds) that specifies the

maximum time for hunting without queuing.
Valid values are 1 to 3600. The default value is 1800 seconds (30 minutes).
Caution Do not specify the same value for the Maximum Hunt Timer and
the RNA Reversion Timeout on the associated line group.
The forward no answer timer should be greater than the RNA
timer of the line group.
The forward no answer timer should not be multiples of RNA
timer of line group.

This timer is canceled if either a hunt member answers the call or the hunt
list gets exhausted before the timer expires. If you do not specify a value
for this timer, hunting continues until a hunt member answers or the hunt
list is exhausted. If neither event takes place, hunting continues for 30
minutes, after which the call is received for final treatment.

Note If hunting exceeds the number of hops that the Forward Maximum
Hop Count service parameter specifies, hunting expires before the
30 minute maximum hunt timer value, and the caller receives a reorder
tone.

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Field Description

Forward Hunt Busy When the call that is distributed through the hunt list is not answered in a specific
period of time, this field specifies the destination to which the call gets forwarded.
Choose one of the following options:
• Do Not Forward Unanswered Calls
• Use Forward Settings of Line Group Member
• Forward Unanswered Calls to
• Destination—Enter a directory number to which calls must be
forwarded to.
• Calling Search Space—Choose a calling search space from the
drop-down list which applies to all devices that use this directory
number.

Configure Call Forward No Bandwidth

Before you begin
Configure Call Forwarding when Hunt List is Exhausted or Hunt Timer Expires, on page 304

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Directory Number Configuration.
The Find and List Directory Numbers window is displayed.
Step 2 Click Find.
A list of configured directory numbers is displayed.
Step 3 Choose the directory number for which you want to configure call forward when there is insufficient bandwidth.
The Directory Number Configuration window is displayed.
Step 4 Configure the fields In the AAR Settings area. See Directory Number Configuration Fields for Call Forwarding,
on page 306 for more information about the fields and their configuration options.
Step 5 Click Save.

Directory Number Configuration Fields for Call Forwarding

Field Description

Voice Mail Check this check box to forward the call to the
voicemail.
Note When you check this check box, Unified
Communications Manager ignores the
values in the Destination and Calling
Search Space fields.

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Field Description

AAR Destination Mask Enter a destination mask to determine the AAR

destination to dial instead of using the external phone
number mask.

AAR Group Choose an AAR group from the drop-down list. It

provides the prefix digits that are used to route calls
that are otherwise blocked due to insufficient
bandwidth. If you choose None, the server does not
attempt to reroute the blocked calls.
You can also configure this value in the Precedence
Alternate Party Timeout service parameter from
System > Service Parameters.

Retain this destination in the call forwarding By default, the directory number configuration retains
history the AAR leg of the call in the call history, which
ensures that the AAR forward to voicemail system
will prompt the user to leave a voice message.
If you check the check box, the AAR leg of the call
will be present in the call forwarding history.

Configure Call Forward Alternate Destination

Before you begin
Configure Call Forward No Bandwidth, on page 306

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Directory Number Configuration.
The Find and List Directory Numbers window is displayed.
Step 2 Click Find.
A list of configured directory numbers is displayed.
Step 3 Choose the directory number for which you want to configure an alternate destination.
The Directory Number Configuration window is displayed.
Step 4 Configure the fields in the MLPP Alternate Party And Confidential Access Level Settings area. See MLPP
Alternate Party And Confidential Access Level Settings Fields for Call Forwarding, on page 308 for more
information about the fields and their configuration options.
Step 5 Click Save.

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MLPP Alternate Party And Confidential Access Level Settings Fields for Call Forwarding

MLPP Alternate Party And Confidential Access Level Settings Fields for Call Forwarding
Field Description

Target (Destination) Enter the number to which MLPP precedence calls

should be diverted if this directory number receives
a precedence call and neither this number nor its Call
Forward destination answers the precedence call.
Values can include numeric characters, octothorpe
(#), and asterisk (*).

MLPP Calling Search Space From the drop-down list, choose a calling search space
to associate with the MLPP alternate party target
(destination) number.

MLPP No Answer Ring Duration (seconds) Enter the number of seconds (between 4 and 60) after
which an MLPP precedence call will be directed to
this directory number alternate party, if this directory
number and its Call Forward destination have not
answered the precedence call.
You can also configure this value in the Precedence
Alternate Party Timeout service parameter from
System > Service Parameters from Cisco Unified
CM Administration.

Configure Other Call Forwarding Types

You can configure Call Forward All (CFA), Call Forward Busy (CFB), Call Forward No Answer (CFNA),
Call Forward No Coverage (CFNC), and Call Forward Unregistered (CFU) from the Directory Number
Configuration window.

Before you begin

• For Call Forwarding functionality to work as intended, Cisco recommends that for the configured phones
and the directory numbers in various partitions, the Call Forward Calling Search Spaces also be configured
or else the forwarding may fail. When a call is forwarded or redirected to the Call Forward destination,
the configured Call Forward Calling Search Space is used to forward the call.
• Configure Call Forward Alternate Destination, on page 307

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Directory Number Configuration.
The Find and List Directory Numbers window is displayed.

Step 2 Configure the Call Forwarding and Call Pickup Settings fields in the Directory Number Configuration
window to configure CFA, CFB, CFNA, CFNC, and CFU. See Call Forwarding Fields, on page 309 for
information about the fields and their configuration options.

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Step 3 Click Save.

Call Forwarding Fields

Field Description

Call Forward and Call Pickup Settings

Calling Search Space Activation Three possible values exist for this option:
Policy
• Use System Default—The CFA CSS Activation Policy service parameter determines which Forward All Calling Search
Space to use for Call Forwarding. If the CFA CSS Activation Policy service parameter is set to With Configured CSS,
then Forward All Calling Search Space and secondary Calling Search Space for Forward All will be used for Call
Forwarding. This is the default setting.

• With Configured CSS—The Forward All Calling Search Space that is explicitly configured in the Directory Number
Configuration window controls the Forward All activation and Call Forwarding.
If the Forward All Calling Search Space is set to None, no CSS is configured for Forward All. A Forward All activation
attempt to any directory number with a partition will fail. No change in the Forward All Calling Search Space and secondary
Calling Search Space for Forward All occurs during the Forward All activation.

• With Activating Device/Line CSS—A combination of the Directory Number Calling Search Space and Device Calling
Search Space controls the Forward All activation and Call Forwarding without explicitly configuring a Forward All
Calling Search Space.
When Forward All is activated from the phone, the Forward All Calling Search Space and secondary Calling Search
Space for Forward All automatically gets populated with the Directory Number Calling Search Space and Device Calling
Search Space for the activating device.
If the Forward All Calling Search Space is set to None, and when Forward All is activated through the phone, the
combination of Directory Number Calling Search Space and activating Device Calling Search Space controls the Forward
All attempt.

CFA CSS Activation Policy—Ensure that you configure this service parameter correctly for Forward All to work as intended
in the Service Parameter Configuration window. The service parameter includes two possible values:
• With Configured CSS—The primary and secondary CFA Calling Search Space controls the Call Forwarding attempt.

• With Activating Device/Line CSS—The primary and secondary CFA Calling Search Space is updated with primary
Line Calling Search Space and activating Device Calling Search Space.

Roaming—When a device is roaming in the same device mobility group, Cisco Unified Communications Manager uses the
Device Mobility CSS to reach the local gateway. If a user sets Call Forward All at the phone, the CFA CSS is set to None, and
the CFA CSS Activation Policy is set to With Activating Device/Line CSS, then:
• The Device CSS and Line CSS is used as the CFA CSS when the device is in its home location.

• If the device is roaming within the same device mobility group, the Device Mobility CSS from the Roaming Device Pool
and the Line CSS is used as the CFA CSS.

• If the device is roaming within a different device mobility group, the Device CSS and Line CSS is used as the CFA CSS.

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Field Description

Forward All The fields in this row of fields specify the Call Forwarding treatment for calls to this directory number if the directory number
is set to forward all calls. The value in the Calling Search Space field is used to validate the Forward All destination that is
entered when the user activates Call Forward All from the phone. This field is also used to redirect the call to the Call Forward
All destination.
Configure the following values:
• Voice Mail—Check this check box to use the value that is set in the Voice Mail Profile Configuration window.

Note When this check box is checked, Unified Communications Manager ignores the values in the Destination and
Calling Search Space fields.

• Destination—This field indicates the directory number to which all calls are forwarded. Use any dialable phone number,
including an outside destination.

• Calling Search Space—This value applies to all devices that use this directory number.

• Forward Maximum Hop Count—Configure this parameter from the Cisco Unified CM Administrator, choose System >
Service Parameters.
This service parameter specifies the maximum number of times that a single call can be forwarded or diverted, and has
special considerations for QSIG calls. For an incoming QSIG call, the maximum value is 15 (per ISO specifications); if
you specify a greater value in this field, the specified value will apply to non-QSIG calls and for an incoming QSIG call,
the call will only divert a maximum of 15 times. When QSIG trunks are configured, Cisco recommends setting this
parameter to 15.
For example, if the value of this parameter is seven, and a Call Forward All chain occurs consecutively from directory
numbers 1000 to 007, which comprises seven hops, Cisco Unified Communications Manager prevents a phone user with
directory number 2000 from activating CFA to directory number 1000, because no more than seven forwarding hops are
supported for a single call.

Secondary Calling Search Space Because Call Forwarding is a line-based feature, in cases where the Device Calling Search Space is unknown, the system uses
for Forward All only the Line Calling Search Space to forward the call. If the Line Calling Search Space is restrictive and not routable, the
forward attempt fails.
Addition of a secondary calling search space for Call Forward All provides a solution to enable forwarding. The primary calling
search space for Call Forward All and secondary calling search space for Call Forward All get concatenated (primary CFA CSS
+ secondary CFA CSS). Unified Communications Manager uses this combination to validate the CFA destination and to forward
the call.

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Field Description

Forward Busy Internal The fields in this row of fields specify the forwarding treatment for internal calls to this directory number if the directory number
is busy. The values in the Destination and the Calling Search Space fields are used to redirect the call to the forward destination.
Configure the following values:
• Voice Mail—Check this check box to use the configured values in the Voice Mail Profile Configuration window for
internal calls.

Note When this check box is checked, the calling search space of the voicemail pilot is used. Unified Communications
Manager ignores the values in the Destination and the Calling Search Space fields.

Note When this check box is checked for internal calls, the system automatically checks the Voice Mail check box
for external calls. If you do not want external calls to be forwarded to the voicemail system, you must uncheck
the Voice Mail check box for external calls.

• Destination—This field indicates the Call Forward Busy destination for internal calls. Use any dialable phone number,
including an outside destination.

Note When you enter a destination value for internal calls, the system automatically copies this value to the
Destination field for external calls. If you want external calls to be forwarded to a different destination, you
must enter a different value in the Destination field for external calls.

• Calling Search Space—The Forward Busy Internal Calling Search Space is used to forward the call to the Forward Busy
Internal destination. It applies to all devices that use this directory number.

Note If the system is using partitions and calling search spaces, Cisco recommends that you configure the Call
Forward Calling Search Spaces. When a call is forwarded or redirected to the Call Forward destination, the
configured Call Forward Calling Search Space is used to forward the call. If the Calling Search Space field
is set to None, the forward operation fails if the system uses partitions and calling search spaces. For example,
if you configure the Forward Busy destination, you should also configure the Forward Busy Calling Search
Space. If you do not configure the Forward Busy Calling Search Space and the Forward Busy destination is
in a partition, the forward operation fails.

Note When you choose a calling search space for internal calls, the system automatically copies this value to the
calling search space setting for external calls. If you want external calls to be forwarded to a different calling
search space, you must choose a different value in the Calling Search Space field for external calls.

The Call Forward Busy trigger is configured for each line appearance and cannot exceed the maximum number of calls that are
configured for a line appearance. The Call Forward Busy trigger determines how many active calls exist on a line before the
Call Forward Busy setting is activated (for example, ten calls).

Tip Keep the busy trigger slightly lower than the maximum number of calls so that users can make outgoing calls and
perform transfers.

Tip If a call gets forwarded to a directory number that is busy, the call is not completed.

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Field Description

Forward Busy External The fields in this row of fields specify the forwarding treatment for external calls to this directory number if the directory number
is busy. The Destination and Calling Search Space fields is used to redirect the call to the forward destination.
Configure the following values:
• Voice Mail—Check this check box to use the configured values in the Voice Mail Profile Configuration window for
external calls.

Note When this check box is checked, the calling search space of the voicemail pilot is used. Unified Communications
Manager ignores the values in the Destination and the Calling Search Space fields.

Note When this check box is checked for internal calls, the system automatically checks the Voice Mail check box
for external calls. If you do not want external calls to be forwarded to the voicemail system, you must uncheck
the Voice Mail check box for external calls.

• Destination—This field indicates the Call Forward Busy destination for external calls. Use any dialable phone number,
including an outside destination.

Note When you enter a destination value for internal calls, the system automatically copies this value to the
Destination field for external calls. If you want external calls to be forwarded to a different destination, you
must enter a different value in the Destination field for external calls.

• Calling Search Space—The Forward Busy External Calling Search Space forwards the call to the Forward Busy External
destination. It applies to all devices that use this directory number.

Note If the system is using partitions and calling search spaces, Cisco recommends that you configure the Call
Forward Calling Search Spaces. When a call is forwarded or redirected to the Call Forward destination, the
configured Call Forward Calling Search Space is used to forward the call. If the Calling Search Space field
is set to None, the forward operation fails if the system uses partitions and calling search spaces. For example,
if you configure the Forward Busy destination, you should also configure the Forward Busy Calling Search
Space. If you do not configure the Forward Busy Calling Search Space and the Forward Busy destination is
in a partition, the forward operation fails.

Note When you choose a calling search space for internal calls, the system automatically copies this value to the
calling search space setting for external calls. If you want external calls to be forwarded to a different calling
search space, you must choose a different value in the Calling Search Space field for external calls.

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Field Description

Forward No Answer Internal The fields in this row of fields specify the forwarding treatment for internal calls to this directory number if the directory number
does not answer. The Destination and Calling Search Space fields are used to redirect the call to the forward destination.
Configure the following values:
• Voice Mail—Check this check box to use the configured values in the Voice Mail Profile Configuration window.

Note When this check box is checked, the calling search space of the voicemail pilot is used. Unified Communications
Manager ignores the values in the Destination and the Calling Search Space fields.

Note When this check box is checked for internal calls, the system automatically checks the Voice Mail check box
for external calls. If you do not want external calls to be forwarded to the voicemail system, you must uncheck
the Voice Mail check box for external calls.

• Destination—This field indicates the directory number to which an internal call is forwarded when the call is not answered.
Use any dialable phone number, including an outside destination.

Note When you enter a destination value for internal calls, the system automatically copies this value to the
Destination field for external calls. If you want external calls to be forwarded to a different destination, you
must enter a different value in the Destination field for external calls.

• Calling Search Space—The Forward No Answer Internal Calling Search Space is used to forward the call to the Forward
No Answer Internal destination. It applies to all devices that use this directory number.

Note If the system is using partitions and calling search spaces, Cisco recommends that you configure the Call
Forward Calling Search Spaces. When a call is forwarded or redirected to the Call Forward destination, the
configured Call Forward Calling Search Space is used to forward the call. If the Calling Search Space field
is set to None, the forward operation fails if the system uses partitions and calling search spaces. For example,
if you configure the Forward No Answer destination, you should also configure the Forward No Answer
Calling Search Space. If you do not configure the Forward No Answer Calling Search Space and the Forward
No Answer destination is in a partition, the forward operation fails.

Note When you choose a calling search space for internal calls, the system automatically copies this value to the
calling search space setting for external calls. If you want external calls to be forwarded to a different calling
search space, you must choose a different value in the Calling Search Space field for external calls.

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Field Description

Forward No Answer External The fields in this row of fields specify the forwarding treatment for external calls to this directory number if the directory number
does not answer. The Destination and Calling Search Space fields are used to redirect the call to the forward destination.
Configure the following values:
• Voice Mail—Check this check box to use the configured values in the Voice Mail Profile Configuration window.

Note When this check box is checked, the calling search space of the voicemail pilot is used. Unified Communications
Manager ignores the values in the Destination and the Calling Search Space fields.

Note When this check box is checked for internal calls, the system automatically checks the Voice Mail check box
for external calls. If you do not want external calls to be forwarded to the voicemail system, you must uncheck
the Voice Mail check box for external calls.

• Destination—This field indicates the directory number to which an external call is forwarded when the call is not answered.
Use any dialable phone number, including an outside destination.

Note When you enter a destination value for internal calls, the system automatically copies this value to the
Destination field for external calls. If you want external calls to be forwarded to a different destination, you
must enter a different value in the Destination field for external calls.

• Calling Search Space—The Forward No Answer External Calling Search Space is used to forward the call to the Forward
No Answer External destination. It applies to all devices that use this directory number.

Note If the system is using partitions and calling search spaces, Cisco recommends that you configure the Call
Forward Calling Search Spaces. When a call is forwarded or redirected to the Call Forward destination, the
configured Call Forward Calling Search Space is used to forward the call. If the Calling Search Space field
is set to None, the forward operation fails if the system uses partitions and calling search spaces. For example,
if you configure the Forward Busy destination, you should also configure the Forward No Answer Calling
Search Space. If you do not configure the Forward No Answer Calling Search Space and the Forward No
Answer destination is in a partition, the forward operation fails.

Note When you choose a calling search space for internal calls, the system automatically copies this value to the
calling search space setting for external calls. If you want external calls to be forwarded to a different calling
search space, you must choose a different value in the Calling Search Space field for external calls.

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Field Description

Forward No Coverage Internal The Destination and Calling Search Space fields are used to redirect the call to the forward destination.
Configure the following values:
• Voice Mail—Check this check box to use the configured values in the Voice Mail Profile Configuration window.

Note When this check box is checked, Unified Communications Manager ignores the values in the Destination and
Calling Search Space fields. When this check box is checked for internal calls, the system automatically
checks the Voice Mail check box for external calls. If you do not want external calls to forward to the voicemail
system, you must uncheck the Voice Mail check box for external calls.

• Destination—This field specifies the directory number to which an internal nonconnected call is forwarded when an
application that controls that directory number fails. Use any dialable phone number, including an outside destination.

Note When you enter a destination value for internal calls, the system automatically copies this value to the
Destination field for external calls. If you want external calls to be forwarded to a different destination, you
must enter a different value in the Destination field for external calls.

• Calling Search Space—The Forward No Coverage Internal Calling Search Space is used to forward the call to the
Forward No Coverage Internal destination. This value applies to all devices that use this directory number.

Note If the system is using partitions and calling search spaces, Cisco recommends that you configure the Call
Forward Calling Search Spaces. When a call is forwarded or redirected to the Call Forward destination, the
configured Call Forward Calling Search Space is used to forward the call. If the Calling Search Space field
is set to None, the forward operation fails if the system uses partitions and calling search spaces. For example,
if you configure the Forward Busy destination, you should also configure the Forward No Coverage Calling
Search Space. If you do not configure the Forward No Coverage Calling Search Space and the Forward Busy
destination is in a partition, the forward operation fails.

Note When you choose a calling search space for internal calls, the system automatically copies this value to the
calling search space setting for external calls. If you want external calls to be forwarded to a different calling
search space, you must choose a different value in the Calling Search Space field for external calls.

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Field Description

Forward No Coverage External The Destination and Calling Search Space fields are et used to redirect the call to the forward destination.
Specify the following values:
• Voice Mail—Check this check box to use the configured values in the Voice Mail Profile Configuration window.

Note When this check box is checked, Unified Communications Manager ignores the values in the Destination and
the Calling Search Space fields. When this check box is checked for internal calls, the system automatically
checks the Voice Mail check box for external calls. If you do not want external calls to forward to the voicemail
system, you must uncheck the Voice Mail check box for external calls.

• Destination—This field specifies the directory number to which an internal nonconnected call is forwarded when an
application that controls that directory number fails. Use any dialable phone number, including an outside destination.

Note When you enter a destination value for internal calls, the system automatically copies this value to the
Destination field for external calls. If you want external calls to be forwarded to a different destination, you
must enter a different value in the Destination field for external calls.

• Calling Search Space—The Forward No Coverage External Calling Search Space is used to forward the call to the
Forward No Coverage External destination. This value applies to all devices that use this directory number.

Note If the system is using partitions and calling search spaces, Cisco recommends that you configure the Call
Forward Calling Search Spaces. When a call is forwarded or redirected to the Call Forward destination, the
configured call forward calling search space is used to forward the call. If the Calling Search Space is None,
the forward operation may fail if the system is using partitions and calling search spaces. For example, if you
configure the Forward No Coverage destination, you should also configure the Forward No Coverage Calling
Search Space. If you do not configure the Forward No Coverage Calling Search Space, and the Forward No
Coverage destination is in a partition, the forward operation may fail.

Note When you choose a calling search space for internal calls, the system automatically copies this value to the
calling search space setting for external calls. If you want external calls to be forwarded to a different calling
search space, choose a different value in the Calling Search Space field for external calls.

Forward on CTI Failure This field applies only to CTI route points and CTI ports. The fields in this row specify the forwarding treatment for external
calls to this CTI route point or CTI port if the CTI route point or CTI port fails.
Configure the following values:
• Voice Mail—Check this check box to use the configured values in the Voice Mail Profile Configuration window.

Note When this check box is checked, Unified Communications Manager ignores the values in the Destination and
Calling Search Space fields.

• Destination—This field specifies the directory number to which an internal nonconnected call is forwarded when an
application that controls that directory number fails. Use any dialable phone number, including an outside destination.

• Calling Search Space—This value applies to all devices that use this directory number.

Forward Unregistered Internal This field applies to unregistered internal DN calls. The calls are rerouted to a specified destination or voicemail.

Note You must also specify the maximum number of forwards in the Service Parameters Configuration window for a
directory number in the Max Forward UnRegistered Hops to DN service parameter.
This parameter specifies the maximum number of forward unregistered hops that are allowed for a directory number
at the same time. This parameter limits the number of times the call can be forwarded due to unregistered DN when
a forwarding loop occurs. Use this count to stop forward loops for external calls that have been Call Forward
Unregistered. Unified Communications Manager terminates the call when the value that is specified in this service
parameter is exceeded.

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Enable Destination Override for Call Forwarding

Field Description

Forward Unregistered External This field applies to unregistered external DN calls. The calls are rerouted to a specified destination or voicemail.

Note You must also specify the maximum number of forwards in the Service Parameters Configuration window for a
directory number in the Max Forward UnRegistered Hops to DN service parameter.
This parameter specifies the maximum number of forward unregistered hops that are allowed for a directory number
at the same time. This parameter limits the number of times the call can be forwarded due to unregistered DN when
a forwarding loop occurs. Use this count to stop forward loops for external calls that have been Call Forward
Unregistered. Unified Communications Manager terminates the call when the value that is specified in this service
parameter is exceeded.

No Answer Ring Duration This field specifies the seconds to wait before forwarding the unanswered call to the Call Forward No Answer destination, if
(seconds) specified. Make sure the value that is specified in this parameter is less than the value that is specified in the T301 Timer service
parameter. If the value in the Forward No Answer Timer service parameter is greater than the value that is specified in the
T301 Timer service parameter, the call is not forwarded and the caller receives a busy signal.
Leave this field empty if you want to set the value in the Cisco Unified Communications Manager Forward No Answer Timer
service parameter.

Enable Destination Override for Call Forwarding

Enable the destination override for call forwarding, Unified Communications Manager ignores the CFA
destination when it matches the calling party number. The override applies to both internal and external calls.
In cases where the calling party number has been transformed, the calling party number does not match the
CFA destination, no override occurs.

Before you begin

Configure Other Call Forwarding Types, on page 308

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
The Service Parameter Configuration window is displayed.
Step 2 In the Clusterwide Parameters (Feature - Hold Reversion) area, set the CFA Destination Override service
parameter value to True.

Call Forwarding Interactions

Feature Interaction

Call Back Calls that are made from the CallBack notification screen will override all
the Call Forward configured values on the target DN. The calls should be
made before the CallBack recall timer expires, otherwise the calls will not
override the Call Forward configured values.

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Feature Interaction

Call Display Restrictions The Connected Number Display restriction applies to all calls that originate
in the system. When this value is set to True, this field interacts
transparently with existing Unified Communications Manager applications,
features, and call processing. The value applies to all calls that terminate
inside or outside the system. The Connected Number Display is updated to
show the modified number or redirected number when a call is routed to a
Call Forward All or Call Forward Busy destination, or gets redirected
through a call transfer or CTI application.

Do Not Disturb On Cisco Unified IP Phones, the message that indicates that the Do Not
Disturb (DND) feature is active takes priority over the message that indicates
that the user has new voice messages. However, the message that indicates
that the Call Forward All feature is active has a higher priority than DND.

External Call Control External Call Control intercepts calls at the translation pattern level, while
Call Forward intercepts calls at the directory number level. External Call
Control has higher priority; for calls where call forward is invoked, Unified
Communications Manager sends a routing query to the adjunct route server
if the translation pattern has an External Call Control profile assigned to it.
Call Forwarding is triggered only when the adjunct route server sends a
Permit decision with a Continue obligation to the Unified Communications
Manager.
Note The Call Diversion Hop Count service parameter that supports
External Call Control, and the Call Forward Call Hop Count
service parameter that supports Call Forwarding are independent
of each other; they work separately.

Extension Mobility Cross Cisco Extension Mobility Cross Cluster supports Call Forwarding.
Cluster

Extend and Connect Extend and Connect supports Call Forward All.

Immediate Divert When the Forward No Answer field in the Directory Number
Configuration window is not configured, Call Forward uses the clusterwide
CFNA timer service parameter, Forward No Answer Timer.
If a user presses the iDivert softkey at the same time as the call is being
forwarded, the call gets diverted to an assigned call forward directory
number (because the amount of time set on the timer was too short), not
the voicemail. To resolve this situation, set the CFNA timer service
parameter to enough time (for example, 60 seconds).

Logical Partitioning Unified Communications Manager performs logical partitioning policy

check using the geolocation identifier information that associates with the
incoming and forwarded devices. This handling applies to all types of call
forwarding.

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Feature Interaction

Multilevel Precedence and Call Forward Busy

Preemption (MLPP)
• You can optionally configure a preconfigured Precedence Alternate
Party target for any MLPP-enabled station.
• Cisco Unified Communications Manager applies the Call Forward
Busy feature to forward a precedence call in the usual manner before
it applies to any Precedence Alternate Party Diversion procedures to
the call.
• The system preserves precedence of calls across multiple forwarded
calls.
• If the incoming precedence call is of higher precedence than the
existing call, preemption occurs. Both the preempted parties in the
active call receive a continuous preemption tone until the station to
which the precedence call is directed hangs up. After hanging up, the
station to which the precedence call is directed receives precedence
ringing. The destination station connects to the preempting call when
the station goes off hook.

Call Forward No Answer

• For calls of Priority precedence level and above, call processing
preserves the precedence level of calls during the forwarding process
and may preempt the forwarded-to user.
• If an Alternate Party is configured for the destination of a precedence
call, call processing diverts the precedence call to the Alternate Party
after the Precedence Call Alternate Party timeout expires. If no
Alternate Party value is configured for the destination of a precedence
call, call processing diverts the precedence call to the Call Forward
No Answer value.
• Normally, precedence calls are routed to users and not to the voicemail
system. The administrator sets the Use Standard VM Handling For
Precedence Calls enterprise parameter to avoid routing precedence
calls to voicemail systems.

If the incoming precedence call is of equal or lower precedence than the

existing call, call processing invokes normal call-forwarding behavior. If
the destination station for a precedence call is nonpreemptable (that is, not
MLPP-configured), call processing invokes call-forwarding behavior.
Alternate Party Diversion (APD) comprises a special type of call forwarding.
If users are configured for APD, APD takes place when a precedence call
is directed to a directory number (DN) that is busy or does not answer.
MLPP APD applies only to precedence calls. An MLPP APD call disables
the DN Call Forward No Answer value for precedence calls.

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Feature Interaction

Originally called party name in When privacy is configured only in the SIP profile of the called party device
Placed Call History and Call Forward All (CFA), or Call Forward Busy (CFB), or Call Forward
Unregistered (CFUR) is enabled, the configured alerting name is displayed
instead of “private”. To ensure that “private” is displayed for call forwarding,
Cisco recommends that you configure the name presentation restriction in
the translation pattern or the route pattern rather than in the SIP profile.

Rollover Lines By using call forwarding settings, you can create rollover lines for a shared
line. This could be a useful for some call center situations.
With rollover lines, when someone dials a number (e.g. 1-800-HOTLINE),
the call always is routed to a specific phone line. This may be a shared line
that is shared by multiple phones. If line 1 is busy, the call rolls over to line
2, if line 2 is busy it rolls over to line 3, and so on. Line 2 or 3 become
available only if line 1 is busy.
This type of call functionality is possible via call forwarding busy settings
and the Busy Trigger as follows:
• On line 1, set the Busy Trigger to 1 and configure Call Forward Busy
to the second line in the chain.
• On line 2, set the Busy Trigger to 1 and configure Call Forward Busy
to the third line in the chain
• Continue this for as many lines as meets your needs.

Secure Tone Call Forward All is supported on protected phones.

Session Handoff When the user hands off a call, a new call gets presented on the desk phone.
While the desk phone is flashing, Call Forward All is not triggered on the
desk phone for the call that was handed off.

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Call Forwarding Restrictions

Call Forwarding Restrictions

Feature Restriction

Call Forwarding • If Call Forward All activation occurs in Unified Communications

Manager or the Cisco Unified Communications Self Care Portal,
Unified Communications Manager does not prevent the CFA loop.
• Unified Communications Manager prevents Call Forward All loops
if CFA is activated from the phone, if the number of hops for a Call
Forward All call exceeds the value that is specified for the Forward
Maximum Hop Count service parameter, and if all phones in the
forwarding chain have CFA activated (not CFB, CFNA, or any other
call forwarding options).
For example, if the user with directory number 1000 forwards all calls
to directory number 1001, which has CFB and CFNA configured to
directory number 1002, which has CFA configured to directory
number 1000, Unified Communications Manager allows the call to
occur because directory number 1002 acts as the CFB and CFNA (not
CFA) destination for directory number 1001.
• You cannot activate Call Back if you forward all calls to voicemail
system.
• An uncommon condition in connection with the Forward No Answer
Timeout exists when you press the iDivert softkey. For example, if a
manager presses the iDivert softkey immediately after the Forward
No Answer timeout, Call Forward forwards the call to a preconfigured
directory number. However, if the manager presses the iDivert softkey
before the Forward No Answer timeout, Immediate Divert diverts the
call to the voicemail of the manager.

Immediate Divert When Call Forward All (CFA) and Call Forward Busy (CFB) are activated,
the system does not support Immediate Divert (CFA and CFB have
precedence over Immediate Divert).

Intercom You cannot forward Intercom calls.

Log Out of Hunt Group When a phone that is running SIP (7906, 7911, 7941, 7961) is logged in
to hunt groups and Call Forward All is activated, the call gets presented
to the phone that is running SIP.
When 7940 and 7960 IP phones that are running SIP are logged in to hunt
groups and Call Forward All is activated, the phone gets skipped and the
next phone in the line group is rung.

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Feature Restriction

Logical Partitioning Logical partitioning handling does not take place in the following
circumstances:
• When both the caller and forwarded devices are Voice over IP (VoIP)
phones.
• When geolocation or a geolocation filter is not associated with any
device.

Multilevel Precedence and Multilevel Precedence and Preemption (MLPP) support for supplementary
Preemption (MLPP) services specifies the following restrictions for Call Forwarding:
• Call Forward All (CFA) support for inbound MLPP calls always
forwards the call to the MLPP Alternate Party (MAP) target of the
called party, if the MAP target is configured. In the event of an
incorrect configuration (that is, if no MAP target is specified), the
call gets rejected, and the calling party receives reorder tone.
• Call Forward No Answer (CFNA) support for inbound MLPP calls
forwards the call once to a CFNA target. After the first hop, if the
call remains unanswered, the call is sent to the MAP target of the
original called party, if the MAP target is configured. In the event of
an incorrect configuration (that is, if no MAP target is specified), the
call gets rejected, and the calling party receives reorder tone.
• Call Forward Busy (CFB) support for inbound MLPP calls forwards
the call up to the maximum number that is configured for forwarding
hops. If the maximum hop count is reached, the call is sent to the
MAP target of the original called party, if the MAP target is
configured. In the event of an incorrect configuration (that is, no MAP
target is specified), the call gets rejected, and the calling party receives
reorder tone.

Call Forward Classification with When a call is transferred, the call classification takes on the classification
Call Transfer of the transferred leg, rather than the original leg. For example:
• Incoming call from PSTN is received by a receptionist. This is an
external call.
• The receptionist transfers the call to extension 3100. The transferred
call is now an internal call.
• The user at extension 3100 is busy, but has Call Forward External
configured to send external calls back to the receptionist. However,
because the call takes on the classification of the second leg (internal),
the call goes to voicemail.

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Call Pickup
• Call Pickup Overview, on page 323
• Call Pickup Configuration Task Flow, on page 325
• Call Pickup Interactions, on page 342
• Call Pickup Restrictions, on page 342

Call Pickup Overview

The Call Pickup feature allows users to answer calls that come in on a directory number other than their own.

Group Call Pickup Overview

The Group Call Pickup feature allows users to pick up incoming calls in another group. Users must dial the
appropriate call pickup group number when this feature is activated from a Cisco Unified IP Phone. Use the
softkey, GPickUp, for this type of call pickup. When the user invokes the Group Call Pickup phone feature
while multiple calls are incoming to a pickup group, the user gets connected to the incoming call that has been
ringing the longest. Depending on the phone model, the users can either use the Group Pickup programmable
feature button or the Group Pickup softkey to pick up an incoming call. If Auto Group Call Pickup is not
enabled, the user must press the GPickUp softkey, dial the group number of another pickup group, and answer
the call to make the connection.

Other Group Pickup Overview

The Other Group Pickup feature allows users to pick up incoming calls in a group that is associated with their
own group. The 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. Users use the softkey, OPickUp, for this type of call pickup. If Auto Other Group Pickup is not enabled,
the user must press the softkeys, OPickUp and Answer, to make the call connection. Depending on the phone
model, the users can either use the Call Pickup programmable feature button or the Call Pickup softkey to
pick up an incoming call.
When more than one associated group exists, the first associated group has the highest the priority of answering
calls for the associated group. For example, groups A, B, and C associate with group X, the group A has the
highest priority and the group C has the lowest priority of answering calls. The group X picks up incoming
call in group A, though a call may have come in earlier in group C than the incoming call in group A.

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Directed Call Pickup Overview

Note The longest alerting call (longest ringing time) gets picked up first if multiple incoming calls occur in that
group. For other group call pickup, priority takes precedence over the ringing time if multiple associated
pickup groups are configured.

Directed Call Pickup Overview

The Directed Call Pickup feature allows a user to pick up a ringing call on a DN directly by pressing the
GPickUp or Group Pickup softkeys and entering the directory number of the device that is ringing. If Auto
Directed Call Pickup is not enabled, the user must press the GPickUp softkey, dial the DN of the ringing
phone, and answer the call that will now ring on the user phone to make the connection. 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. The associated group of a user specifies one or
more call pickup groups that are associated to the pickup group to which the user belongs.
If a user wants to pick up a ringing call from a DN directly, the associated groups of the user must contain
the pickup group to which the DN belongs. 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, the users cannot invoke
Directed Call Pickup to pick up calls from each other.
When the user invokes the Directed Call Pickup feature and enters a DN to pick up an incoming call, 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. If multiple calls are ringing on a particular DN and the user
invokes Directed Call Pickup to pick up a call from the DN, the user connects to the incoming call that has
been ringing the specified DN the longest.

BLF Call Pickup Overview

The BLF Call Pickup feature allows Unified Communications Manager to notify a phone user when a call is
waiting to be picked up from a BLF DN. The BLF call pickup initiator (the phone that picks up the call) is
selected as the next available line or as a specified line. To use a specified line, the line must remain off hook
before the BLF SD button is pressed. 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. The behavior in each case depends on
how you configure call pickup for the hunt list member DN, the BLF DN, and the hunt pilot number. When
a Call Pickup occurs with the service parameter Auto Call Pickup Enabled set to false, the phone must remain
off hook or the user must press the answer key to pick up the call.
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.
• Busy—Indicates that at least one active call exists on the BLF DN, but no alerts exist.
• Alert— Indicates by flashing that at least one incoming call exists on the BLF DN.

When there is an incoming call to 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 Auto Call Pickup is configured, the user
presses the BLF SD button on the call pickup initiator phone to pick up the incoming call. If auto call pickup
is not configured, the phone must remain off hook, or the user must press the answer key to pick up the call.

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Call Pickup Configuration Task Flow

Call Pickup Configuration Task Flow

Procedure

Command or Action Purpose

Step 1 Configure a Call Pickup Group, on page 327 Configure a call pickup group for each of the
call pickup features that you want to use:
• Call Pickup
• Group Call Pickup
• Other Call Pickup
• Directed Call Pickup
• BLF Call Pickup

You must define groups with unique names

and numbers.

Step 2 Assign a Call Pickup Group to Directory Assign each of the call pickup groups that you
Numbers, on page 327 created to the directory numbers that are
associated with phones on which you want to
enable call pickup. Directory numbers must
be assigned to a call pickup group to use this
feature.
Repeat this procedure for each call pickup
group that you create.

Step 3 Create another call pickup group and associate Perform this step if you are configuring BLF
it with the BLF call pickup group that you Call Pickup.
created in Step 1, on page 325. You can
Note You do not always need to create
associate a call pickup group with multiple
another call pickup group. For
BLF DN call pickup groups.
example, you can have a single call
pickup group that includes both the
initiator DN and the destination
DN. In such cases, associate the
BLF call pickup group with itself.

Step 4 Configure Partitions for Call Pickup, on page Configure partitions to create a logical
328 grouping of directory numbers (DN) with
similar reachability characteristics. You can
use partitions to restrict access to call pickup
groups. If you assign call pickup group
numbers to a partition, only those phones that
can dial numbers in that partition can use the
call pickup group.

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Command or Action Purpose

You must complete this procedure for directed
call pickup. It is optional for other types of call
pickup.

Step 5 Configure Calling Search Space, on page 329 If you configure partitions, you must also
configure calling search spaces. Configure
calling search spaces to identify the partitions
that calling devices can search when they
attempt to complete a call.
You must complete this procedure for directed
all pickup. It is optional for other types of call
pickup.

Step 6 Assign a Call Pickup Group to Hunt Pilots, on (Optional). Assign a call pickup group to a
page 330 hunt pilot DN so that users can pick up calls
that are alerting in the line group members.
Hunt lists that are assigned to a call pickup
group can use Call Pickup, Group Call pickup,
BLF Call Pickup, Other Group Pickup, and
Directed call pickup.

Step 7 Configure notifications: (Optional). Configure notifications when other

members of a pickup group receive a call. You
• Configure Call Pickup Notification, on
can configure audio or visual notifications, or
page 330
both.
• Configure Call Pickup Notification for a
Directory Number, on page 332
• Configure BLF Call Pickup Notification,
on page 332

Step 8 Configure Directed Call Pickup: Before you configure directed call pickup, you
must configure partitions and calling search
• Configure a Time Period, on page 334
spaces. With directed call pickup, the calling
• Configure Time Schedule, on page 334 search space of the user who requests the
• Associate a Time Schedule with a Directed Call Pickup feature must contain the
Partition, on page 334 partition of the DN from which the user wants
to pick up a call.
Time periods and time schedules specify the
times when members in the associated group
are available to accept calls.

Step 9 Configure automatic call answering: (Optional). Enable automatic call answering
and configure timers for automatic call
• Configure Auto Call Pickup, on page 335
answering.
• Configure BLF Auto Pickup, on page 336

Step 10 Configure phone button templates: Configure phone button templates for any of
the call pickup features that you want to use:
• Configure Call Pickup Phone Button
Template, on page 337 • Speed Dial BLF

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Configure a Call Pickup Group

Command or Action Purpose

• Associate Call Pickup Button Template • Call Pickup
with Phone, on page 337
• Group Call Pickup
• Configure BLF Speed Dial Number for
the BLF Call Pickup Initiator, on page • Other Group Pickup
338
For Directed Call Pickup, use the Group Call
Pickup button.

Step 11 Configure Softkeys for Call Pickup, on page Configure softkeys for any of the call pickup
338 features that you want to use:
• Configure a Softkey Template for Call • Call Pickup (Pickup)
Pickup, on page 339
• Group Call Pickup (GPickup)
• Associate a Softkey Template with a
Common Device Configuration, on page • Other Group Pickup (OPickup)
340
• Associate a Softkey Template with a For Directed Call Pickup, use the Group Call
Phone , on page 341 Pickup softkey.

Configure a Call Pickup Group

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Call Pickup Group.
The Find and List Call Pickup Groups window appears.
Step 2 Click Add New.
The Call Pickup Group Configuration window appears.
Step 3 Configure the fields in the Call Pickup Group Configuration window. For more information on the fields
and their configuration options, see Online Help.

Assign a Call Pickup Group to Directory Numbers

This section describes how to assign a call pickup group to a directory number. Only directory numbers that
are assigned to a call pickup group can use call pickup, group call pickup, BLF call pickup, other group pickup,
and directed call pickup. If partitions are used with call pickup numbers, make sure that the directory numbers
that are assigned to the call pickup group have a calling search space that includes the appropriate partitions.

Before you begin

Configure a Call Pickup Group, on page 327

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Procedure

Step 1 Choose Device > Phone or Call Routing > Directory Number.
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.

Step 3 Choose the phone or directory number to which you want to assign a call pickup group.
Step 4 From the Association Information list in the Phone Configuration window, choose the directory number
to which the call pickup group will be assigned.
Step 5 From the Call Pickup Group drop-down list that displays in the Call Forward and Call Pickup Settings area,
choose the desired call pickup group.
Step 6 To save the changes in the database, click Save.

What to do next
Perform the following tasks:
• Configure Partitions for Call Pickup, on page 328
• Configure Calling Search Space, on page 329

Configure Partitions for Call Pickup

You can restrict access to call pickup groups by assigning a partition to the call pickup group number. When
this configuration is used, 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. Make sure that the combination of partition
and group number is unique throughout the system. You can create multiple partitions.
If you assign call pickup group numbers to a partition, only those phones that can dial numbers in that partition
can use the call pickup group. If partitions represent tenants in a multitenant configuration, make sure that
you assign the pickup groups to the appropriate partition for each tenant.

Before you begin

Assign a Call Pickup Group to Directory Numbers, on page 327

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Class of Control > Partition.
Step 2 In the Partition Name, Description field, enter a name for the partition that is unique to the route plan.
Partition names can contain alphanumeric characters, as well as spaces, hyphens (-), and underscore characters
(_). See the online help for guidelines about partition names.
Step 3 Enter a comma (,) after the partition name and enter a description of the partition on the same line.
The description can contain up to 50 characters in any language, but it cannot include double quotes ("),
percentage sign (%), ampersand (&), backslash (\), angle brackets (<>), or square brackets ([ ]).

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If you do not enter a description, Cisco Unified Communications Manager automatically enters the partition
name in this field.
Step 4 To create multiple partitions, use one line for each partition entry.
Step 5 From the Time Schedule drop-down list, choose a time schedule to associate with this partition.
The time schedule specifies when the partition is available to receive incoming calls. If you choose None, the
partition remains active at all times.
Step 6 Select one of the following radio buttons to configure the Time Zone:
• Originating Device—When you select this radio button, the system compares the time zone of the calling
device to the Time Schedule to determine whether the partition is available is available to receive an
incoming call.
• Specific Time Zone—After you select this radio button, choose a time zone from the drop-down list.
The system compares the chosen time zone to the Time Schedule to determine whether the partition is
available is available to receive an incoming call.

Step 7 Click Save.

Configure Calling Search Space

A calling search space is an ordered list of route partitions that are typically assigned to devices. Calling search
spaces determine the partitions that calling devices can search when they are attempting to complete a call.

Before you begin

Configure Partitions for Call Pickup, on page 328

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Class of Control > Calling Search Space.
Step 2 Click Add New.
Step 3 In the Name field, enter a name.
Ensure that each calling search space name is unique to the system. The name can include up to 50 alphanumeric
characters and can contain any combination of spaces, periods (.), hyphens (-), and underscore characters (_).

Step 4 In the Description field, enter a description.

The description can include up to 50 characters in any language, but it cannot include double-quotes ("),
percentage sign (%), ampersand (&), back-slash (\), or angle brackets (<>).

Step 5 From the Available Partitions drop-down list, perform one of the following steps:
• For a single partition, select that partition.
• For multiple partitions, hold down the Control (CTRL) key, then select the appropriate partitions.

Step 6 Select the down arrow between the boxes to move the partitions to the Selected Partitions field.
Step 7 (Optional) Change the priority of selected partitions by using the arrow keys to the right of the Selected
Partitions box.

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Step 8 Click Save.

Assign a Call Pickup Group to Hunt Pilots

Only hunt lists that are assigned to a call pickup group can use Call Pickup, Group Call Pickup, BLF Call
Pickup, Other Group Pickup, and Directed Call Pickup. Follow these steps to assign a call pickup group to
hunt pilots:

Before you begin

Configure Calling Search Space, on page 329

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Route/Hunt > Hunt Pilot.
Step 2 Enter the appropriate search criteria to find the hunt pilot that you want to assign to a call pickup group and
click Find. A list of hunt pilots that match the search criteria appears.
Step 3 Choose the hunt pilot to which you want to assign a call pickup group.
Step 4 From the Call Pickup Group drop-down list that appears in the Hunt Forward Settings area, choose the
desired call pickup group.
Step 5 Click Save.

Configure Call Pickup Notification

You can configure Call Pickup Notification at the system level, call pickup group level, or individual phone
level.

Before you begin

Assign a Call Pickup Group to Hunt Pilots, on page 330

Procedure

Command or Action Purpose

Step 1 Configure Call Pickup Notification for a Call To allow the original called party to pick up the
Pickup Group, on page 331 call prior to the audio and/or visual alert being
sent to the pickup group.

Step 2 Configure Call Pickup Notification for a To configure the type of audio alert to be
Directory Number, on page 332 provided when phone is idle or has an active
call.
Step 3 Configure BLF Call Pickup Notification, on
page 332

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Configure Call Pickup Notification for a Call Pickup Group

Before you begin

Assign a Call Pickup Group to Hunt Pilots, on page 330

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Call Pickup Group.
The Call Pickup Group window appears.
Step 2 Configure the fields in the Call Pickup Group Notification Settings section in the Call Pickup Group
Configuration window. See Call Pickup Notification Fields for Call Pickup, on page 331 for details about
the fields and their configuration options.
Note Refer to Call Pickup Interactions and Restrictions for feature interactions and restrictions that
will affect your Call Pickup configuration.

Call Pickup Notification Fields for Call Pickup

Field Description

Call Pickup Group Notification Policy From the drop-down list, select the notification policy.
The available are options are No Alert, Audio Alert,
Visual Alert, and Audio and Visual Alert.

Call Pickup Group Notification Timer Enter the seconds of delay (integer in the range of 1
to 300) between the time that the call first comes into
the original called party and the time that the
notification to the rest of the call pickup group is sent.

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. The system
only makes this setting available when the Call Pickup
Group Notification Policy is set to Visual Alert or
Audio and Visual Alert.
Note The notification is sent only to the primary
line of a device.

Called Party Information Check the check box if you want the visual
notification message to the call pickup group to
include identification of the original called party. The
system makes this setting available when the Call
Pickup Group Notification Policy is set to Visual Alert
or Audio and Visual Alert.

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Configure Call Pickup Notification for a Directory Number

Perform these steps to configure the type of audio notification that is provided when a phone is idle or in use.

Before you begin

Configure Call Pickup Notification for a Call Pickup Group, on page 331

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Directory Number.
The Find and List Directory Numbers window appears.
Step 2 Enter the search criteria and click Find.
Step 3 Click the directory number for which you want to configure the Call Pickup Notification.
The Directory Number Configuration window appears.
Step 4 Choose a device name in the Associated Devices pane and click the Edit Line Appearance button.
The Directory Number Configuration window refreshes to show the line appearance for this DN on the
device that you choose.
Step 5 From the Call Pickup Group Audio Alert Setting(Phone Idle) drop-down list, choose one of the following:
• Use System Default
• Disable
• Ring Once

Step 6 From the Call Pickup Group Audio Alert Setting(Phone Active) drop-down list, choose one of the following:
• Use System Default
• Disable
• Beep Only

Step 7 Click Save.

Configure BLF Call Pickup Notification

Before you begin

Configure Call Pickup Notification for a Directory Number, on page 332

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose the server that is running the Cisco CallManager service.
Step 3 From the Service drop-down list, choose Cisco CallManager.

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Step 4 Configure the fields from Clusterwide Parameters (Device - Phone section in the Service Parameter
Configuration window. See Service Parameter Fields for BLF Call Pickup Notification, on page 333 for more
information about the fields and their configuration options.

Service Parameter Fields for BLF Call Pickup Notification

Field Description

Call Pickup Group Audio Alert Setting of Idle Station This parameter determines the kind of audio
notification that is provided when a phone is idle (not
in use) and it needs to be alerted regarding an
incoming call on its Call Pickup Group. Valid values
are as follows:
• Disable
• Ring Once

Call Pickup Group Audio Alert Setting of Busy This parameter determines the kind of audio
Station notification that is provided when a phone is busy (in
use) and it needs to be alerted regarding an incoming
call on its Call Pickup Group. Valid values are as
follows:
• Disable
• Beep Only

BLF Pickup Group Audio Alert Setting of Idle Station This parameter determines the kind of audio
notification that is provided when a phone is idle and
it needs to be alerted regarding an incoming call on
the BLF Pickup Button. Valid values are as follows:
• No Ring
• Ring Once

BLF Pickup Group Audio Alert Setting of Busy This parameter determines the kind of audio
Station notification that is provided when a phone is busy and
it needs to be alerted regarding an incoming call on
the BLF Pickup Button. Valid values are as follows:
• No Ring
• Beep Only

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Configure Directed Call Pickup

Procedure

Command or Action Purpose

Step 1 Configure a Time Period, on page 334 Configure time period for members of the
associated groups to your group.
Step 2 Configure Time Schedule, on page 334 Configure time schedule for members of the
associated groups to your group.
Step 3 Associate a Time Schedule with a Partition, on Associate time schedules with partitions to
page 334 determine where calling devices search when
they are attempting to complete a call during a
particular time of a day.

Configure a Time Period

Use this procedure to define time periods. You can define a start time and an end time, and also specify
repetition interval either as days of the week or a specified date on the yearly calendar.

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Class of Control > Time Period.
Step 2 Configure the fields in the Time Period Configuration window. For more information on the fields and their
configuration options, see the system Online Help.
Step 3 Click Save.

Configure Time Schedule

Before you begin

Configure a Time Period, on page 334

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Class of Control > Time Schedule.
Step 2 Configure the fields in the Time Schedule Configuration window. For more information on the fields and
their configuration options, see Online Help.

Associate a Time Schedule with a Partition

Associate time schedules with partitions to determine where calling devices search when they are attempting
to complete a call during a particular time of day.

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Before you begin

Configure Time Schedule, on page 334

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Class of Control > Partition.
Step 2 From the Time Schedule drop-down list, choose a time schedule to associate with this partition.
The time schedule specifies when the partition is available to receive incoming calls. If you choose None, the
partition remains active at all times.
Step 3 Click Save.

Configure Automatic Call Answering

Procedure

Command or Action Purpose

Step 1 Configure Auto Call Pickup, on page 335 You can automate call pickup, group pickup,
other group pickup, directed call pickup, and
BLF call pickup. If you do not enable automatic
call answering, users must press additional
softkeys or dial group numbers to complete the
connection.

Step 2 Configure BLF Auto Pickup, on page 336

Configure Auto Call Pickup

Auto call pickup connects the user to an incoming call. When the user presses the softkey on the phone,
Unified Communications Manager locates the incoming call in the group and completes the call connection.
You can automate call pickup, group pickup, other group pickup, directed call pickup, and BLF call pickup.
If you do not enable automatic call answering, users must press additional softkeys or dial group numbers to
complete the connection.

Before you begin

Associate a Time Schedule with a Partition, on page 334

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose the server that is running the Cisco CallManager service.
Step 3 From the Service drop-down list, choose Cisco CallManager.
Step 4 In the Clusterwide Parameters (Feature – Call Pickup) section, select True or False from the Auto Call
Pickup Enabled drop-down list to enable or disable automatic call answering for call pickup groups.

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Step 5 If the Auto Call Pickup Enabled service parameter is False, enter a value from 12 to 300 in the Call Pickup
No Answer Timer field. This parameter controls the time that a call takes to get restored if the call is picked
up but not answered by using call pickup, group call pickup, or other group call pickup.
Step 6 In the Pickup Locating Timer field, enter a value from 1 to 5. This service parameter specifies the maximum
time, in seconds, for Cisco Unified Communications Manager to identify all alerting calls from all nodes in
the cluster. This information is then used to help ensure that the call that has been waiting longest in the queue
is delivered to the next user who presses the PickUp, GPickUp, or OPickUp softkey.
Step 7 Click Save.

Configure BLF Auto Pickup

Before you begin

Configure Auto Call Pickup, on page 335

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose the server that is running the Cisco CallManager service.
Step 3 From the Service drop-down list, choose Cisco CallManager.
Step 4 Configure values for the following clusterwide service parameters.
• BLF Pickup Audio Alert Setting of Idle Station—Select True or False from the drop-down list to enable
or disable automatic call answering for call pickup groups. The default value for this service parameter
is False.
• BLF Pickup Audio Alert Setting of Busy Station—If the Auto Call Pickup Enabled service parameter is
False, enter a value from 12 to 300 (inclusive). This parameter controls the time that a call takes to get
restored if the call is picked up but not answered by using call pickup, group call pickup, or other group
call pickup.

Configure Call Pickup Phone Buttons

Procedure

Command or Action Purpose

Step 1 Configure Call Pickup Phone Button Template, Add Call Pickup feature to the phone button
on page 337 template.

Step 2 Associate Call Pickup Button Template with

Phone, on page 337
Step 3 Configure BLF Speed Dial Number for the BLF
Call Pickup Initiator, on page 338

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Configure Call Pickup Phone Button Template

Follow these steps to add Call Pickup feature to the phone button template.

Before you begin

Configure Automatic Call Answering, on page 335

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Phone Button Template.
Step 2 Click Find to display list of supported phone templates.
Step 3 Perform the following steps if you want to create a new phone button template; otherwise, proceed to the next
step.
a) Select a default template for the model of phone and click Copy.
b) In the Phone Button Template Information field, enter a new name for the template.
c) Click Save.
Step 4 Perform the following steps if you want to add phone buttons to an existing template.
a) Click Find and enter the search criteria.
b) Choose an existing template.
Step 5 From the Line drop-down list, choose feature that you want to add to the template.
Step 6 Click Save.
Step 7 Perform one of the following tasks:
• Click Apply Config if you modified a template that is already associated with devices to restart the
devices.
• If you created a new softkey template, associate the template with the devices and then restart them.

Associate Call Pickup Button Template with Phone

Before you begin

Configure Call Pickup Phone Button Template, on page 337

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find to display the list of configured phones.
Step 3 Choose the phone to which you want to add the phone button template.
Step 4 In the Phone Button Template drop-down list, choose the phone button template that contains the new feature
button.
Step 5 Click Save.

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A dialog box is displayed with a message to press Reset to update the phone settings.

Configure BLF Speed Dial Number for the BLF Call Pickup Initiator

Before you begin

Associate Call Pickup Button Template with Phone, on page 337

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Select the phone that you want to use as the BLF call pickup initiator.
Step 3 In the Association pane, Add a new BLF SD link.
The Busy Lamp Field Speed Dial Configuration window appears.
Step 4 Select a Directory Number (BLF DN) that should be monitored by the BLF SD button.
Step 5 Check the Call Pickup check box to use the BLF SD button for BLF Call Pickup and BLF Speed Dial. If you
do not check this check box, the BLF SD button will be used only for BLF Speed Dial.
Step 6 Click Save.

Configure Softkeys for Call Pickup

Procedure

Command or Action Purpose

Step 1 Configure a Softkey Template for Call Pickup, Add the Pickup, GPickup, and OPickup softkeys
on page 339 to a softkey template.

Step 2 To Associate a Softkey Template with a Optional. To make the softkey template
Common Device Configuration, on page 340, available to phones, you must complete either
complete the following subtasks: this step or the following step. Follow this step
if your system uses a Common Device
• Add a Softkey Template to Common
Configuration to apply configuration options to
Device Configuration, on page 340
phones. This is the most commonly used
• Associate a Common Device method for making a softkey template available
Configuration with a Phone, on page 341 to phones.

Step 3 Associate a Softkey Template with a Phone , Optional. Use this procedure either as an
on page 341 alternative to associating the softkey template
with the Common Device Configuration, or in
conjunction with the Common Device
Configuration. Use this procedure in
conjunction with the Common Device
Configuration if you need assign a softkey
template that overrides the assignment in the

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Command or Action Purpose

Common Device Configuration or any other
default softkey.

Configure a Softkey Template for Call Pickup

Use this procedure to make the following call pickup softkeys available:

Softkey Description Call States

Call Pickup (Pickup) Allows you to answer a call on On Hook

another extension in your group.
Off Hook

Group Call Pickup (GPickup) Allows you to answer a call on On Hook

extension outside your group.
Off Hook

Other Group Pickup (OPickup) Allows you to answer a call On Hook

ringing in another group that is
Off Hook
associated with your group.

Before you begin

Configure Call Pickup Phone Buttons, on page 336

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Softkey Template.
Step 2 Perform the following steps to create a new softkey template; otherwise, proceed to the next step.
a) Click Add New.
b) Select a default template and click Copy.
c) Enter a new name for the template in the Softkey Template Name field.
d) Click Save.
Step 3 Perform the following steps to add softkeys to an existing template.
a) Click Find and enter the search criteria.
b) Select the required existing template.
Step 4 Check the Default Softkey Template check box to designate this softkey template as the default softkey
template.
Note If you designate a softkey template as the default softkey template, you cannot delete it unless you
first remove the default designation.

Step 5 Choose Configure Softkey Layout from the Related Links drop-down list in the upper right corner and
click Go.
Step 6 From the Select a Call State to Configure drop-down list, choose the call state for which you want the softkey
to display.

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Step 7 From the Unselected Softkeys list, choose the softkey to add and click the right arrow to move the softkey
to the Selected Softkeys list. Use the up and down arrows to change the position of the new softkey.
Step 8 Repeat the previous step to display the softkey in additional call states.
Step 9 Click Save.
Step 10 Perform one of the following tasks:
• Click Apply Config if you modified a template that is already associated with devices to restart the
devices.
• If you created a new softkey template, associate the template with the devices and then restart them. For
more information, see Add a Softkey Template to a Common Device Configuration and Associate a
Softkey Template with a Phone sections.

What to do next
Perform one of the following tasks:
• Associate a Softkey Template with a Common Device Configuration, on page 340
• Associate a Softkey Template with a Phone , on page 341

Associate a Softkey Template with a Common Device Configuration

Optional. There are two ways to associate a softkey template with a phone:
• Add the softkey template to the Phone Configuration.
• Add the softkey template to the Common Device Configuration.

The procedures in this section describe how to associate the softkey template with a Common Device
Configuration. Follow these procedures if your system uses a Common Device Configuration to apply
configuration options to phones. This is the most commonly used method for making a softkey template
available to phones.
To use the alternative method, see Associate a Softkey Template with a Phone , on page 341.

Procedure

Step 1 Add a Softkey Template to Common Device Configuration, on page 340

Step 2 Associate a Common Device Configuration with a Phone, on page 341

Add a Softkey Template to Common Device Configuration

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Common Device Configuration.

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Step 2 Perform the following steps to create a new Common Device Configuration and associate the softkey template
with it; otherwise, proceed to the next step.
a) Click Add New.
b) Enter a name for the Common Device Configuration in the Name field.
c) Click Save.
Step 3 Perform the following steps to add the softkey template to an existing Common Device Configuration.
a) Click Find and enter the search criteria.
b) Click an existing Common Device Configuration.
Step 4 In the Softkey Template drop-down list, choose the softkey template that contains the softkey that you want
to make available.
Step 5 Click Save.
Step 6 Perform one of the following tasks:
• If you modified a Common Device Configuration that is already associated with devices, click Apply
Config to restart the devices.
• If you created a new Common Device Configuration, associate the configuration with devices and then
restart them.

Associate a Common Device Configuration with a Phone

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find and select the phone device to add the softkey template.
Step 3 From the Common Device Configuration drop-down list, choose the common device configuration that
contains the new softkey template.
Step 4 Click Save.
Step 5 Click Reset to update the phone settings.

Associate a Softkey Template with a Phone

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find to select the phone to add the softkey template.
Step 3 From the Softkey Template drop-down list, choose the template that contains the new softkey.
Step 4 Click Save.

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Call Pickup Interactions

Feature Interaction

Route Plan Report The route plan report displays the patterns and DNs that are configured in Unified
Communications Manager. Use the route plan report to look for overlapping
patterns and DNs before assigning a DN to call pickup group.

Calling search space and Assigning a partition to the Call Pickup Group number limits call pickup access
partitions to users on the basis of the device calling search space.

Time of Day (TOD) Time of Day (TOD) parameter for members in the associated group enable them
to accept calls within the same time period as their own group. TOD associates
a time stamp to the calling search space and partition.

Call Accounting When a call pickup occurs through auto call pickup, the system generates two
call detail records (CDRs). One CDR applies to the original call that is cleared,
and another CDR applies to the requesting call that is connected.
When a call pickup occurs via non-auto call pickup, the system generates one
call detail record, which applies to the requesting call that is connected.
A CDR search returns all CDRs that match a specific time range and other search
criteria. You can also search for a type of call that is associated with a particular
CDR. The search result displays a call type field that indicates whether the call
is a pickup call.

Call Forwarding When a call pickup occurs with the service parameter Auto Call Pickup Enabled
set to false, the call forward that is configured on the phone gets ignored when
one of the pickup softkeys is pressed. If the call pickup requestor does not answer
the call, the original call gets restored after the pickup no answer timer expires.

Call Pickup Restrictions

Restriction Description

Different phone lines to Although you can assign different lines on a phone to different call pickup groups,
different call pickup Cisco does not recommend this setup because it can be confusing to users.
groups

Call Pickup Group • You cannot delete a call pickup group number when it is assigned to a line
Number or DN. To determine which lines are using the call pickup group number,
use Dependency Records in Call Pickup Configuration window. To delete
a call pickup group number, reassign a new call pickup group number to
each line or DN.
• When you update a call pickup group number, Cisco Unified
Communications Manager automatically updates all directory numbers that
are assigned to that call pickup group.

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Restriction Description

SIP Phones • The system does not support Call Pickup Notification on a few Cisco Unified
IP Phones that run SIP.
• Call Pickup Notification is only supported on licensed, third-party phones
that run SIP.

Directed Call Pickup • If a device that belongs to a hunt list rings due to a call that was made by
calling the hunt pilot number, users cannot use the Directed Call Pickup
feature to pick up such a call.
• Users cannot pick up calls to a DN that belongs to a line group by using the
Directed Call Pickup feature.

BLF Pickup The system does not support Call Pickup Notification on a few Cisco Unified IP
Phones that run SIP.

Incoming Calling Party If you have configured a prefix in the “Incoming Calling Party International
International Number Number Prefix - Phone ” service parameter, and an international call is placed
Prefix - Phone to a member in the Call Pickup Group, the prefix does not get invoked in the
calling party field if the call gets picked up by another member of the Call Pickup
Group.

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 CHAPTER 28
Call Park and Directed Call
• Call Park Overview, on page 345
• Call Park Prerequisites, on page 346
• Call Park Configuration Task Flow, on page 346
• Call Park Interactions, on page 360
• Call Park Restrictions, on page 361
• Troubleshooting Call Park, on page 361
• Directed Call Park Overview, on page 362
• Directed Call Park Prerequisites, on page 362
• Directed Call Park Configuration Task Flow, on page 362
• Directed Call Park Interactions, on page 366
• Directed Call Park Restrictions, on page 368
• Troubleshooting Directed Call Park, on page 368

Call Park Overview

The Call Park feature allows you to place a call on hold so that can be retrieved from another phone in the
Unified Communications Manager system (for example, a phone in another office or in a conference room).
If you are on an active call, you can park the call to a call park extension by pressing the Park softkey. Another
phone in your system can then dial the call park extension to retrieve the call.
You can define either a single directory number or a range of directory numbers for use as Call Park extension
numbers. You can park only one call at each Call Park extension number.
The Call Park feature works within a Unified Communications Manager cluster, and each Unified
Communications Manager node in a cluster must have Call Park extension numbers defined. You can define
either a single directory number or a range of directory numbers for use as Call Park extension numbers.
Ensure that the directory number or range of numbers is unique.
Users can dial the assigned route pattern (for example, a route pattern for an intercluster trunk could be 80XX)
and the Call Park number (for example, 8022) to retrieve parked calls from another Unified Communications
Manager cluster. You must ensure that calling search spaces and partitions are properly configured. Call Park
works across clusters.
Valid Call Park extension numbers comprise integers and the wildcard character X. You can configure a
maximum of XX in a Call Park extension number (for example, 80XX), which provides up to 100 Call Park
extension numbers. When a call gets parked,Unified Communications Manager chooses the next Call Park
extension number that is available and displays that number on the phone.

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Call Park Prerequisites

Park Monitoring
Park Monitoring is an optional Call Park feature where Cisco Unified Communications Manager monitors
the status of a parked call until a timer expires. After the timer expires, the call is forwarded to a preassigned
number, sent to voicemail, or returned to the call parker. You can apply park monitoring to phone lines and
to hunt pilots.

Call Park Prerequisites

If you are using call park across clusters, you must have partitions and calling search spaces configured.

Table 25: Cisco Unified IP Phones that Support Park Softkey Template and Call Park Button Template

Phone Model Supported in Softkey Template Supported in Phone Button

Template

Cisco Unified IP Phones 6900 X X

series (except 6901 and 6911)

Cisco IP Phone 7800 Series X X

Cisco Unified IP Phones 7900 X

series (except 7921, 7925, 7936,
7937)

Cisco IP Phone 8800 Series X X

Cisco Unified IP Phones 8900 X X

series

Cisco Unified IP Phones 9900 X X

series

Cisco Unified IP Phones 7900 X

series (except 7906, 7911, 7921,
7925, 7936, 7937)

Note You can configure Call Park on any line (except line 1) or button by using the programmable line key feature.

Call Park Configuration Task Flow

Before you begin
• Review Call Park Prerequisites, on page 346

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Procedure

Command or Action Purpose

Step 1 Configure Clusterwide Call Park, on page 347 (Optional). Configure Call Park for the entire
cluster, or use the procedure in step 3 to
configure Call Park on servers within the cluster
Step 2 Configure a Partition for Call Park, on page 348 Create a partition to add a Call Park Number

Step 3 Configure a Call Park Number, on page 349 Configure a Call Park Number to use Call Park
across servers in a cluster.
Step 4 Configure a Softkey Template for Call Park, on Add the Park softkey to a softkey template.
page 351
Step 5 To Associate a Softkey Template with a Optional. To make the softkey template
Common Device Configuration , on page 352, available to phones, you must complete either
complete the following subtasks: this step or the following step. Follow this step
if your system uses a Common Device
• Add a Softkey Template to a Common
Configuration to apply configuration options
Device Configuration , on page 352
to phones. This is the most commonly used
• Associate a Common Device method for making a softkey template available
Configuration with a Phone, on page 353 to phones.

Step 6 Associate a Softkey with a Phone, on page 353 Optional. Use this procedure either as an
alternative to associating the softkey template
with the Common Device Configuration, or in
conjunction with the Common Device
Configuration. Use this procedure in
conjunction with the Common Device
Configuration if you need assign a softkey
template that overrides the assignment in the
Common Device Configuration or any other
default softkey assignment.

Step 7 To Configure Call Park Button, on page 354,

complete the following subtasks:
• Configure a Phone Button Template for
Call Park, on page 354
• Associate a Button Template with a Phone,
on page 354

Step 8 Configure Park Monitoring, on page 355 Complete this optional task flow to add Park
Monitoring to your Call Park configuration.

Configure Clusterwide Call Park

Procedure

Step 1 Choose System > Service Parameters.

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Step 2 Select the desired node as Server and the service as Cisco CallManager (active).
Step 3 Click the Advanced.
The advanced service parameters are displayed in the window.

Step 4 In Clusterwide Parameter(Feature- General) section set the Enable cluster-wide Call Park Number/Ranges
to True.
The default value is False. This parameter determines whether the Call Park feature is implemented clusterwide
or restricted to a specific Unified CM node.

Step 5 Set the Call Park Display Timer for each server in a cluster that has the Cisco CallManager service and Call
Park configured.
The default is 10 seconds. This parameter determines how long a Call Park number displays on the phone
that parked the call.

Step 6 Set the Call Park Reversion Timer for each server in a cluster that has the Unified Communications Manager
service and Call Park configured.
The default is 60 seconds. This parameter determines the time that a call remains parked. When this timer
expires, the parked call returns to the device that parked the call. If a hunt group member parks a call that
comes through a hunt pilot, the call goes back to the hunt pilot when the Call Park Reversion Timer expires.
Note If you enter a Call Park Reversion Timer value that is less than the Call Park Display Timer, Call
Park numbers may not display on the phone.

Step 7 Click Save.

Step 8 Restart all Unified Communications Manager and CTI Manager services.

Configure a Partition for Call Park

Configure partitions to create a logical grouping of directory numbers (DNs) and route patterns with similar
reachability characteristics. Partitions facilitate call routing by dividing the route plan into logical subsets that
are based on organization, location, and call type. You can configure multiple partitions.

Before you begin

(Optional) Configure Clusterwide Call Park, on page 347

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Class of Control > Partition.
Step 2 Click Add New to create a new partition.
Step 3 In the Partition Name, Description field, enter a name for the partition that is unique to the route plan.
Partition names can contain alphanumeric characters, as well as spaces, hyphens (-), and underscore characters
(_). See the online help for guidelines about partition names.
Step 4 Enter a comma (,) after the partition name and enter a description of the partition on the same line.

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The description can contain up to 50 characters in any language, but it cannot include double quotes ("),
percentage sign (%), ampersand (&), backslash (\), angle brackets (<>), or square brackets ([ ]).
If you do not enter a description, Cisco Unified Communications Manager automatically enters the partition
name in this field.
Step 5 To create multiple partitions, use one line for each partition entry.
Step 6 From the Time Schedule drop-down list, choose a time schedule to associate with this partition.
The time schedule specifies when the partition is available to receive incoming calls. If you choose None, the
partition remains active at all times.
Step 7 Select one of the following radio buttons to configure the Time Zone:
• Originating Device—When you select this radio button, the system compares the time zone of the calling
device to the Time Schedule to determine whether the partition is available is available to receive an
incoming call.
• Specific Time Zone—After you select this radio button, choose a time zone from the drop-down list.
The system compares the chosen time zone to the Time Schedule to determine whether the partition is
available is available to receive an incoming call.

Step 8 Click Save.

Configure a Call Park Number

If you want to use Call Park across servers in a cluster, you must configure Call Park extension numbers on
each server.
Ensure that each Call Park directory number, partition, and range is unique within the Unified Communications
Manager. Each Unified Communications Manager to which devices are registered requires its own unique
Call Park directory number and range. Cisco Unified Communications Manager Administration does not
validate the Call Park numbers or range that you use to configure Call Park. To help identify invalid numbers
or ranges and potential range overlaps, use the Unified Communications Manager Dialed Number Analyzer
tool.

Before you begin

Configure a Partition for Call Park, on page 348

Procedure

Step 1 Choose Call Routing > Call Park.

Step 2 Perform one of the following tasks:
• To add a new Call Park number, click Add New.
• To copy a Call Park number, find the Call Park number or range of numbers and then click the Copy
icon.
• To update a Call Park number, find the Call Park number or range of numbers.

The Call Park number configuration window displays.

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Call Park Configuration Fields

Step 3 Configure the fields in the Call Park configuration fields. See Call Park Configuration Fields, on page 350 for
more information about the fields and their configuration options.
Step 4 To save the new or changed Call Park numbers in the database, click Save.

Call Park Configuration Fields

Field Description

Call Park Number/Range Enter the Call Park extension number. You can enter
digits or the wildcard character X (the system allows
one or two Xs). For example, 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.
Note You can create a maximum of 100 Call
Park numbers with one call park range
definition. Make sure that the call park
numbers are unique.

Note You cannot overlap call park numbers

between Unified Communications Manager
servers. Ensure that each Unified
Communications Manager server has its
own number range.

Note The call park range is selected from the list

of servers where the call originates. For
example, if phone A (registered to node A)
calls phone B (registered to node B) and
the phone B user presses Park, phone B
requires a call park range in the CSS that
resides on node A. In a multinode
environment where phones and gateways
communicate with various nodes and
where calls that originate from any server
may need to be parked, the phones require
a CSS that contains call park ranges from
all servers.

Description Provide a brief description of this call park number.

The description can include up to 50 characters in any
language, but it cannot include double-quotes (“),
percentage sign (%), ampersand (&), or angle brackets
(<>).

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Field Description

Partition If you want to use a partition to restrict access to the

call park numbers, choose the desired partition from
the drop-down list. If you do not want to restrict
access to the call park numbers, choose <None> for
the partition.
Note Make sure that the combination of call park
extension number and partition is unique
within the Unified Communications
Manager.

Unified Communications Manager Using the drop-down list, choose the Cisco Unified
Communications Manager to which these call park
numbers apply.

Configure a Softkey Template for Call Park

Use this procedure to make the Park softkey available.
Park softkey has the following call states:
• On Hook
• Ring Out
• Connected Transfer

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Softkey Template.
Step 2 Perform the following steps to create a new softkey template; otherwise, proceed to the next step.
a) Click Add New.
b) Select a default template and click Copy.
c) Enter a new name for the template in the Softkey Template Name field.
d) Click Save.
Step 3 Perform the following steps to add softkeys to an existing template.
a) Click Find and enter the search criteria.
b) Select the required existing template.
Step 4 Check the Default Softkey Template check box to designate this softkey template as the default softkey
template.
Note If you designate a softkey template as the default softkey template, you cannot delete it unless you
first remove the default designation.

Step 5 Choose Configure Softkey Layout from the Related Links drop-down list in the upper right corner and
click Go.

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Step 6 From the Select a Call State to Configure drop-down list, choose the call state for which you want the softkey
to display.
Step 7 From the Unselected Softkeys list, choose the softkey to add and click the right arrow to move the softkey
to the Selected Softkeys list. Use the up and down arrows to change the position of the new softkey.
Step 8 Repeat the previous step to display the softkey in additional call states.
Step 9 Click Save.
Step 10 Perform one of the following tasks:
• Click Apply Config if you modified a template that is already associated with devices to restart the
devices.
• If you created a new softkey template, associate the template with the devices and then restart them. For
more information, see Add a Softkey Template to a Common Device Configuration and Associate a
Softkey Template with a Phone sections.

Associate a Softkey Template with a Common Device Configuration

Optional. There are two ways to associate a softkey template with a phone:
• Add the softkey template to the Phone Configuration.
• Add the softkey template to the Common Device Configuration.

The procedures in this section describe how to associate the softkey template with a Common Device
Configuration. Follow these procedures if your system uses a Common Device Configuration to apply
configuration options to phones. This is the most commonly used method for making a softkey template
available to phones.
To use the alternative method, see the section Associate a Softkey Template with a Phone .

Procedure

Step 1 Add a Softkey Template to a Common Device Configuration , on page 352

Step 2 Associate a Common Device Configuration with a Phone, on page 353

Add a Softkey Template to a Common Device Configuration

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Common Device Configuration.
Step 2 Perform the following steps to create a new Common Device Configuration and associate the softkey template
with it; otherwise, proceed to the next step.
a) Click Add New.
b) Enter a name for the Common Device Configuration in the Name field.
c) Click Save.

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Step 3 Perform the following steps to add the softkey template to an existing Common Device Configuration.
a) Click Find and enter the search criteria.
b) Click an existing Common Device Configuration.
Step 4 In the Softkey Template drop-down list, choose the softkey template that contains the softkey that you want
to make available.
Step 5 Click Save.
Step 6 Perform one of the following tasks:
• If you modified a Common Device Configuration that is already associated with devices, click Apply
Config to restart the devices.
• If you created a new Common Device Configuration, associate the configuration with devices and then
restart them.

Associate a Common Device Configuration with a Phone

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find and select the phone device to add the softkey template.
Step 3 From the Common Device Configuration drop-down list, choose the common device configuration that
contains the new softkey template.
Step 4 Click Save.
Step 5 Click Reset to update the phone settings.

Associate a Softkey with a Phone

Optional. Use this procedure as an alternative to associating the softkey template with the Common Device
Configuration. This procedure also works in conjunction with the Common Device Configuration. You can
use it when you need to assign a softkey template that overrides the assignment in the Common Device
Configuration or any other default softkey assignment.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find to select the phone to add the softkey template.
Step 3 From the Softkey Template drop-down list, choose the template that contains the new softkey.
Step 4 Click Save.
Step 5 Press Reset to update the phone settings.

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Configure Call Park Button

Configure a Phone Button Template for Call Park

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Phone Button Template.
Step 2 Click Find to display list of supported phone templates.
Step 3 Perform the following steps if you want to create a new phone button template; otherwise, proceed to the next
step.
a) Select a default template for the model of phone and click Copy.
b) In the Phone Button Template Information field, enter a new name for the template.
c) Click Save.
Step 4 Perform the following steps if you want to add phone buttons to an existing template.
a) Click Find and enter the search criteria.
b) Choose an existing template.
Step 5 From the Line drop-down list, choose feature that you want to add to the template.
Step 6 Click Save.
Step 7 Perform one of the following tasks:
• Click Apply Config if you modified a template that is already associated with devices to restart the
devices.
• If you created a new softkey template, associate the template with the devices and then restart them.

Associate a Button Template with a Phone

Before you begin

Configure a Phone Button Template for Call Park, on page 354

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find to display the list of configured phones.
Step 3 Choose the phone to which you want to add the phone button template.
Step 4 In the Phone Button Template drop-down list, choose the phone button template that contains the new feature
button.
Step 5 Click Save.
A dialog box is displayed with a message to press Reset to update the phone settings.

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Configure Park Monitoring

Complete these optional tasks to add Park Monitoring to your Call Park configuration.

Before you begin

Park Monitoring is supported on only a subset of phones that support Call Park. The following Cisco Unified
IP Phones support Park Monitoring:
• Cisco IP Phone 8811
• Cisco IP Phone 8841
• Cisco IP Phone 8845
• Cisco IP Phone 8851
• Cisco IP Phone 8851NR
• Cisco IP Phone 8861
• Cisco IP Phone 8865
• Cisco IP Phone 8865NR
• Cisco Unified IP Phone 8961
• Cisco Unified IP Phone 9951
• Cisco Unified IP Phone 9971

Procedure

Command or Action Purpose

Step 1 Configure Park Monitoring System Timers, on Configure system-level timers for the Park
page 355 Monitoring feature.

Step 2 Configure Park Monitoring for Hunt Pilots, on Optional. If you have hunt pilots deployed,
page 356 assign a Park Monitoring destination to a hunt
pilot.
Step 3 Configure Park Monitoring for a Directory Assign a Park Monitoring destination for an
Number, on page 357 individual phone line.
Step 4 Configure Park Monitoring via Universal Line If you have an LDAP directory sync configured,
Template, on page 358 you can use universal line templates to
provision directory number settings for multiple
users with park monitoring configured.

Configure Park Monitoring System Timers

Use this procedure to configure system-level timers for the Park Monitoring feature.

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Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, select the publisher node.
Step 3 From the Service drop-down list, select Cisco CallManager.
Step 4 Configure values for the following service parameters:
• Park Monitoring Reversion Timer—The number of seconds that Cisco Unified Communications
Manager waits before prompting the user to retrieve a parked call. For individual phone lines, this setting
can be overridden by the same setting in the Directory Number Configuration window. When the call
park reversion timer expires, the call will be forwarded to the hunt pilot.
• Park Monitoring Periodic Reversion Timer—The number of seconds between reversion attempts
when a call has been parked. Cisco Unified Communications Manager prompts the user about the parked
call by ringing, beeping, or flashing the parker's phone. When the park monitoring reversion timer expires,
the call will be forwarded to the parked party and not the hunt pilot.
• Park Monitoring Forward No Retrieve Timer—The number of seconds that park reminder notifications
occur before the parked call is forwarded to the Park Monitoring Forward No Retrieve destination
specified in the call parker's Directory Number configuration. When park monitoring forward no retrieve
timer expires, the call will be forwarded to the hunt pilot.

Note For additional details on these fields, see the service parameter online help.

Step 5 Click Save.

What to do next
Use any of these optional tasks to assign how expired timers get handled for individual phones lines and hunt
pilots:
• Configure Park Monitoring for Hunt Pilots, on page 356
• Configure Park Monitoring for a Directory Number, on page 357
• Configure Park Monitoring via Universal Line Template, on page 358

Configure Park Monitoring for Hunt Pilots

If your deployment uses hunt pilots, use this optional procedure to assign a Park Monitoring destination to a
hunt pilot.

Note For general information on setting up hunt pilots, see the "Configure Hunt Pilots" chapter of the System
Configuration Guide for Cisco Unified Communications Manager.

Before you begin

Configure Park Monitoring System Timers, on page 355

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Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Route/Hunt > Hunt Pilot.
Step 2 Click Find and select the hunt pilot on which you want to configure a Park Monitoring destination.
Step 3 In the Park Monitoring No Retrieve Destination field, assign a Destination directory number and Calling
Search Space.
Step 4 Complete any remaining fields in the Hunt Pilot Configuration window. For more information on the fields
and their configuration options, see Online Help.
Step 5 Click Save.

Configure Park Monitoring for a Directory Number

Use this procedure to assign a Park Monitoring destination for an individual phone line. You can forward
calls to another number, send to voicemail, or return to the call parker.

Note The following tools are available to provision settings for multiple phone lines:
• Use a universal line template to provision park monitoring settings for multiple phone lines via an LDAP
directory sync. For details, see Configure Park Monitoring via Universal Line Template, on page 358.
• Use the Bulk Administration Tool to import a CSV file with settings for a large number of phone lines.
For more information, see the Bulk Administration Guide for Cisco Unified Communications Manager.

Before you begin

Configure Park Monitoring System Timers, on page 355

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Directory Number.
Step 2 Click Find and select the directory number that you want to configure.
Step 3 Enter values for the following Park Monitoring fields:
• Park Monitoring Forward No Retrieve Destination External—When the Park Monitoring Forward
No Retrieve Timer expires, and the parkee is an external party, the call is forwarded either to voicemail
or to a specified directory number. If this field s empty, the call is redirected to the call parker’s line.
• Park Monitoring Forward No Retrieve Destination Internal—When the Park Monitoring Forward
No Retrieve Timer expires, and the parkee is an internal party, the call is forwarded either to voicemail
or to a specified directory number. If this field s empty, the call is redirected to the call parker’s line.
• Park Monitor Reversion Timer—The number of seconds that Cisco Unified Communications Manager
waits before prompting the user to retrieve a call parked on this phone line. If the value is 0 or empty,
then Cisco Unified Communications Manager uses the value of the Park Monitor Reversion Timer
service parameter.

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Step 4 Complete any remaining fields in the Directory Number Configuration window.For more information on
the fields and their configuration options, see Online Help.
Step 5 Click Save.

Configure Park Monitoring via Universal Line Template

Use this procedure to assign park monitoring settings to a universal line template. If you have an LDAP
directory sync configured, you can use the universal line template configuration to provision directory number
settings with park monitoring configured for multiple users.

Before you begin

Configure Park Monitoring System Timers, on page 355

Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > User Phone/Add > Universal Line
Template.
Step 2 Perform one of the following steps:
• Click Find and select an existing template.
• Click Add New to create a new template.

Step 3 Expand the Park Monitoring Settings section and complete the fields. For field descriptions, see Park
Monitoring Settings for Universal Line Templates, on page 358.
Step 4 Click Save.

What to do next
To apply the universal line template to individual directory numbers, you must assign the template to a user
profile, feature group template, and LDAP directory sync. When the sync occurs, the template settings get
applied to the phone lines that are a part of the sync. For LDAP setup, see the "Configure End Users" chapters
in the System Configuration Guide for Cisco Unified Communications Manager.

Park Monitoring Settings for Universal Line Templates

The following table contains the Park Monitoring fields in the Universal Line Template Configuration
window of Cisco Unified Communications Manager.

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Park Monitoring Settings for Universal Line Templates

Table 26: Park Monitoring Settings for Universal Line Templates

Field Description

Forward Destination for External When the person whose call is parked is an external party and the Park
Calls When Not Retrieved Monitoring Forward No Retrieve Timer expires, the system sends
the call to one of these destinations:
• Voicemail—Uses the configuration in Voice Mail Profile to
determine where to send the call.
• Revert to Originator—Returns the call to the call parker.
• To forward calls to another number, input the other number in the
text box.

If no option is selected, the call returns to the call parker.

Calling Search Space for If you have configured parked calls to be redirected to a configured
Forwarding External Calls When number, select the calling search space for the forward destination.
Not Retrieved

Forward Destination for Internal When the person whose call is parked is an internal party and the Park
Calls When Not Retrieved Monitoring Forward No Retrieve Timer expires, the system sends
the call to one of these destinations:
• Voicemail—Uses the configuration in Voice Mail Profile to
determine where to send the call.
• Revert to Originator—Returns the call to the call parker.
• To forward calls to another number, input the other number in the
text box.

If no option is selected, the call returns to the call parker.

Calling Search Space for If you have configured parked calls to be redirected to a configured
Forwarding Internal Calls When number, select the calling search space for the forward destination.
Not Retrieved

Park Monitor Reversion Timer This timer determines the number of seconds that Unified
(seconds) Communications Manager waits before prompting the user to retrieve
a call that the user parked. This timer starts when the user presses the
Park softkey on the phone, and a reminder is issued when the timer
expires. The default value is 60 seconds.
Note If you select 0 for the timer then phone lines that use this
template will use the value of the Park Monitor Reversion
Timer cluster-wide service parameter.

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Call Park Interactions

Call Park Interactions

Feature Interaction

CTI Applications CTI applications access call park functionality, including monitoring activity on
call park DNs. To monitor a call park DN, add an application or end user that is
associated with the CTI application to the Standard CTI Allow Call Park
Monitoring user group.

Music On Hold Music On Hold allows users to place calls on hold with music that a streaming
source provides. The Music On Hold audio source for Call Park is selected by
the setting of the Network Hold MOH Audio Source setting within the Phone
Configuration window. If you do not choose an audio source within the device
configuration, Cisco Unified CM uses the audio source that is defined in the
device pool or the system default if the device pool does not specify an audio
source ID.

Route Plan Report The route plan report displays the patterns and directory numbers that are
configured in Unified Communications Manager. Use the route plan report to
look for overlapping patterns and directory numbers before assigning a directory
number to Call Park.

Calling Search Space and Assign the call park directory number or range to a partition to limit call park
Partitions access to users on the basis of the device calling search space.

Immediate Divert Call Park supports Immediate Divert (iDivert or Divert softkey). For example,
user A calls user B, and user B parks the call. User B retrieves the call and then
decides to send the call to a voice-messaging mailbox by pressing the iDivert or
Divert softkey. User A receives the voice mail greeting of user B.

Barge • Barge with Call Park–The target phone (the phone that is being barged upon)
controls the call. The barge initiator “piggybacks” on the target phone. The
target phone includes most of the common features, even when the target
is being barged; therefore, the barge initiator has no feature access. When
the target parks a call, the barge initiator then must release its call (the barge).
• cBarge with Call Park–The target and barge initiator act as peers. The cBarge
feature uses a conference bridge, which causes it to function like a MeetMe
conference. Both phones (target and barge initiator) have full access to their
features.

Directed Call Park We recommend that you do not configure both Directed Call Park and the Park
softkey for Call Park, but the possibility exists to configure both. If you configure
both, ensure that the call park and directed call park numbers do not overlap.

QSIG Intercluster Trunks When a user parks a call across a QSIG intercluster trunk or a QSIG gateway
trunk, the caller who has been parked (the parkee) does not see the To parked
number message. The phone continues to display the original connected number.
The call has been parked, and the user who parked the call can retrieve it. When
the call is retrieved from the parked state, the call continues, but the caller who
was parked does not see the newly connected number.

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Call Park Restrictions

Feature Restriction

Call Park Unified Communications Manager can park only one call at each call park
extension number.

Shared Line For shared line devices across nodes, the line registers to the node on which the
device registers first. For example, if a device from subscriber2 registers first and
the line is created in subscriber2 and the publisher node, the line belongs to
subscriber2. Each node must be configured with the call park number.

Backup To achieve failover or fallback, configure call park numbers on the publisher
node and subscriber nodes. With this configuration, when the primary node is
down, the line device association gets changed to the secondary node, and the
secondary node call park number gets used.

Directed Call Park If a directed call park (or call park) is initiated from a shared line and the call is
not retrieved from any device, the parked call does not always get reverted to the
recipient in the shared line (parker).

Conference When a conference call is set up between both the shared line and the caller on
park reversion or park reversion fails causing a two-party call (between the other
shared line and caller). The reason is that, on park reversion, Unified
Communications Manager extends the call to both devices sharing the line and
tries to add either party in conference (party already in conference or party that
hit the park). If the party attempts to add the party who is already in the conference
first, then the park reversion fails. When park reversion fails, the shared line can
still barge into the call as usual.

Delete Server If any call park numbers are configured for Unified Communications Manager
on a node that is being deleted in the Server Configuration window (System >
Server), the node deletion fails. Before you can delete the node, you must delete
the call park numbers in Cisco Unified Communications Manager Administration.

Troubleshooting Call Park

User Cannot Park Calls
Problem
User cannot park calls. When the user presses the Park softkey or feature button, the call does not get parked.

Solution
Ensure that a unique call park number is assigned to each Unified Communications Manager in the cluster.

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Call Park Number is Not Displayed Long Enough

The partition that is assigned to the call park number does not match the partition that is assigned to the phone
directory number. For more information on partition, see the System Configuration Guide for Cisco Unified
Communications Manager.

Call Park Number is Not Displayed Long Enough

Problem
The call park number is not displayed long enough for the user.

Solution
Set the Call Park Display Timer to a longer duration. See Configure Clusterwide Call Park, on page 347 for
more information about the Timer.

Directed Call Park Overview

Directed Call Park allows a user to transfer a call to an available user-selected directed call park number.
Configured Directed Call Park numbers exist cluster-wide. You can configure phones that support the directed
call park Busy Lamp Field (BLF) to monitor the busy or idle status of specific directed call park numbers.
Users can also use the BLF to speed dial a directed call park number.
Unified Communications Manager can park only one call at each directed call park number. To retrieve a
parked call, a user must dial a configured retrieval prefix followed by the directed call park number at which
the call is parked.

Directed Call Park Prerequisites

Make sure that the phones in your deployment support Directed Call Park. For a list of supported phones, run
the Phone Feature List report from Cisco Unified Reporting, selecting Assisted Directed Call Park as the
feature. For details, see Generate a Phone Feature List, on page 1.

Directed Call Park Configuration Task Flow

Before you begin
• Review Directed Call Park Prerequisites, on page 362

Procedure

Command or Action Purpose

Step 1 Configure ClusterWide Directed Call Park, on To configure clusterwide parameter for directed
page 363 call park.

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Command or Action Purpose

Step 2 Configure a Directed Call Park Number, on To add, copy, and update a single Directed Call
page 363 Park extension number or range of extension
numbers.
Step 3 Configure BLF/Directed Call Park Buttons, on Configure a phone button template for
page 365 BLF/Directed Call Park.

Step 4 Synchronize Directed Call Park with Affected Synchronize Directed Call Park with Affected
Devices, on page 366 Devices

Configure ClusterWide Directed Call Park

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 To set the timer, update the Call Park Reversion Timer fields in the Clusterwide Parameter(Feature- General)
section.
The default is 60 seconds. This parameter determines the time that a call remains parked. When this timer
expires, the parked call returns to the device that parked the call or to another specified number, depending
on what you configure in the Directed Call Park Configuration window.

Configure a Directed Call Park Number

Before you begin
Ensure that each directed call park directory number, partition, and range is unique within the Unified
Communications Manager. Before you begin, generate a route plan report. If the Park softkey is also activated
(not recommended), ensure that no overlap exists between call park numbers and directed call park numbers.
If reversion number is not configured, the call reverts to the parker (parking party) after the Call Park Reversion
Timer expires.
Configure ClusterWide Directed Call Park, on page 363

Procedure

Step 1 Choose Call Routing > Directed Call Park.

Step 2 Perform one of the following tasks:
• To add a new directed call park number, click Add New.
• To copy a directed call park number, find the directed call park number or range of numbers and then
click the Copy icon.
• To update a directed call park number, find the directed call park number or range of numbers.

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The directed call park number configuration window is displayed.

Step 3 Configure the fields in the Directed Call Park settings area. See Directed Call Park Configuration Settings,
on page 364 for more information about the fields and their configuration options.
Step 4 To save the new or changed call park numbers in the database, click Save.
If you update a directed call park number, Unified Communications Manager reverts any call that is parked
on that number only after the Call Park Reversion Timer expires.

Step 5 Click Apply Config.

The Apply Configuration Information dialog is displayed.

Step 6 Click OK.

Step 7 If you are using BLF to monitor directed Call Park numbers, click Restart Devices on the Directed Call
Park Configuration window. This step is optional if you are using change notification.

Directed Call Park Configuration Settings

Field Description

Number Enter the directed call park number. You can enter
digits (0-9) or the wildcard character ([], - , *, ^, #)
and X (the system allows one or two Xs). For
example, 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. Make sure that the directed call park numbers
are unique and that they do not overlap with call park
numbers.

Description Provide a brief description of this directed call park

number or range. The description can include up to
50 characters in any language, but it cannot include
double quotation marks (“), percentage sign (%),
ampersand (&), or angle brackets (<>) and tabs.

Partition If you want to use a partition to restrict access to the

directed call park numbers, choose the desired
partition from the drop-down list. If you do not want
to restrict access to the directed call park numbers,
leave the partition as the default of <None>.
Note Make sure that the combination of directed
call park number and partition is unique
within Unified Communications Manager.

Reversion Number Enter the number to which you want the parked call
to return if not retrieved, or leave the field blank.
Note A reversion number can comprise digits
only; you cannot use wildcards.

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Configure BLF/Directed Call Park Buttons

Field Description

Reversion Calling Search Space Using the drop-down list, choose the calling search
space or leave the calling search space as the default
of <None>.

Retrieval Prefix For this required field, enter the prefix for retrieving
a parked call. The system needs the retrieval prefix
to distinguish between an attempt to retrieve a parked
call and an attempt to initiate a directed park.

Configure BLF/Directed Call Park Buttons

Before you begin
Configure ClusterWide Directed Call Park, on page 363

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Phone Button Template.
Step 2 After the configuration window displays, click the Add a new BLF Directed Call Park link in the Association
Information pane.
Note 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.

Step 3 Configure the fields in the BLF/Directed Call Park fields area. See BLF/Directed Call Park Configuration
Fields, on page 365 for more information about the fields and their configuration options.
Step 4 After you complete the configuration, click Save and close the window.
The directory numbers are displayed in the Association Information pane of the Phone Configuration Window.

BLF/Directed Call Park Configuration Fields

Table 27: BLF/Directed Call Park Button Configuration Fields

Field Description

Directory Number The Directory Number drop-down list displays a list of Directed Call Park number
that exist in the Unified Communications Manager database.
For phones that are running SCCP or phones that are running SIP, choose the
number (and corresponding partition, if it is displayed) that you want the system
to dial when the user presses the speed-dial button; for example, 6002 in 3.
Directory numbers that display without specific partitions belong to the default
partition.

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Field Description

Label Enter the text that you want to display for the BLF/Directed Call Park button.
This field supports internationalization. If your phone does not support
internationalization, the system uses the text that displays in the Label ASCII
field.

Label ASCII Enter the text that you want to display for the BLF/Directed Call Park button.
The ASCII label represents the noninternationalized version of the text that you
enter in the Label field. If the phone does not support internationalization, the
system uses the text that displays in this field.
Note If you enter text in the Label ASCII field that differs from the text in
the Label field, Cisco Unified Communications Manager
Administration accepts the configuration for both fields, even though
the text differs.

Synchronize Directed Call Park with Affected Devices

Procedure

Step 1 Choose Call Routing > Directed Call Park.

The Find and List Directed Call Parks window is displayed.

Step 2 Choose the search criteria to use.

Step 3 Click Find.
The window displays a list of directed call parks that match the search criteria.

Step 4 Click the directed call park to which you want to synchronize applicable devices. The Directed Call Park
Configuration window is displayed.
Step 5 Make any additional configuration changes.
Step 6 Click Save.
Step 7 Click Apply Config.
The Apply Configuration Information dialog is displayed.

Step 8 Click OK.

Directed Call Park Interactions

The following table describes feature interactions with the Directed Call Park feature.

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Feature Interaction

Music On Hold The Music On Hold Audio Source for directed call park is assigned via the Default
Network Hold MOH Audio Source service parameter. To assign the parameter:
1. From Cisco Unified CM Administration, choose System > Service
Parameters.
2. From the Server drop-down list, choose a Unified Communications Manger
cluster node.
3. From the Service drop-down list, select Cisco CallManager.
4. Under Clusterwide Paramters (Service), assign a MOH audio source to the
Default Network Hold MOH Audio Source ID parameter. The default is
1.
5. Click Save.

Note For detailed information on adding MOH audio sources to the system,
refer to the "Configure Music On Hold" section of this guide.

Calling Search Space and Assign the Directed Call Park Directory number or range to a partition to limit
Partitions Directed Call Park access to users on the basis of the device calling search space.

Immediate Divert Directed call park supports Immediate Divert (iDivert or Divert softkey). For
example, user A calls user B, and user B parks the call. User B retrieves the call
and then decides to send the call to a voice-messaging mailbox by pressing the
iDivert or Divert softkey. User A receives the voicemail greeting of user B.

Barge • Barge with Directed Call Park–The target phone (the phone that is being
barged upon) controls the call. The barge initiator “piggybacks” on the target
phone. The target phone includes most of the common features, even when
the target is being barged; therefore, the barge initiator has no feature access.
When the target parks a call by using directed call park, the barge initiator
then must release its call (the barge).
• cBarge with Directed Call Park–The target and barge initiator act as peers.
The cBarge feature uses a conference bridge that makes it behave like to a
meet-me conference. Both phones (target and barge initiator) retain full
access to their features.

Call Park We recommend that you do not configure both directed call park and the Park
softkey for call park, but the possibility exists to configure both. If you configure
both, ensure that the call park and directed call park numbers do not overlap.
A caller who has been parked (the parkee) by using the directed call park feature
cannot, while parked, use the standard call park feature.

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Directed Call Park Restrictions

Feature Restriction

Directed Call Park Cisco Unified Communications Manager one party can park only one call at each
number Directed Call Park number.
You cannot delete a Directed Call Park number that a device is configured to
monitor (using the BLF button). A message indicates that the Directed Call Park
number or range cannot be deleted because it is in use. To determine which
devices are using the number, click the Dependency Records link on the Directed
Call Park Configuration window.

Standard Call Park feature A caller who has been parked (the parkee) by using the Directed Call Park feature
cannot, while parked, use the standard call park feature.

Directed Call Park BLF The Directed Call Park BLF cannot monitor a range of Directed Call Park
numbers. A user can monitor only individual Directed Call Park numbers by
using the Directed Call Park BLF. For example, if you configure a Directed Call
Park number range 8X, you cannot use the Directed Call Park BLF to monitor
that whole range of 80 to 89.

Directed Call Park for The following limitations apply to Directed Call Park for phones that are running
phones that are running SIP:
SIP
• Directed Call Park gets invoked by using the Transfer softkey on Cisco
Unified IP Phones 7940 and 7960 that are running SIP.
• 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.
• The system does not support directed call park BLF on Cisco Unified IP
Phones 7940 and 7960 that are running SIP, and third-party phones that are
running SIP.

Troubleshooting Directed Call Park

User Cannot Retrieve Parked Calls
User cannot retrieve parked calls. After dialing the directed call park number to retrieve a parked call, the
user receives a busy tone, and the IP phone displays the message, “Park Slot Unavailable”.
Ensure that the user dials the retrieval prefix followed by the directed call park number.

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User Cannot Park Calls

User Cannot Park Calls

User cannot park calls. After the Transfer softkey (or Transfer button if available) is pressed and the directed
call park number is dialed, the call does not get parked.
Ensure that the partition that is assigned to the call park number matches the partition that is assigned to the
phone directory number. Ensure that the partition and calling search space are configured correctly for the
device. For more information about the partition, see the System Configuration Guide for Cisco Unified
Communications Manager.

User Receives a Reorder Tone After the Reversion Timer Expires

User cannot park calls. The user receives a reorder tone after the reversion timer expires.
Ensure that the user presses the Transfer softkey (or Transfer button if available) before dialing the directed
call park number, and then presses the Transfer softkey (or Transfer button) again or goes on hook after dialing
the directed call park number. Because directed call park is a transfer function, the directed call park number
cannot be dialed alone.

Note You can complete the transfer only by going on hook rather than pressing the Transfer softkey (or Transfer
button) a second time if the Transfer On-hook Enabled service parameter is set to True.

User Receives a Reorder Tone or Announcement

User cannot park calls. After pressing the Transfer softkey (or Transfer button if available) and dialing the
directed call park number, the user receives a reorder tone or announcement.
Ensure that the dialed number is configured as a directed call park number.

User Cannot Park a Call at a Number Within The Range

After configuring a range of directed call park numbers, the user cannot park a call at a number within the
range.
Review the syntax for entering a range of directed call park numbers. If incorrect syntax is used, the system
may appear to configure the range when it actually does not.

Parked Calls Revert Too Quickly

Parked calls revert too quickly.
Set the Call Park Reversion Timer to a longer duration.

Park Slot Unavailable

User cannot park calls. After pressing the Transfer softkey (or Transfer button if available) and dialing the
directed call park number, the user receives a busy tone, and the IP phone displays the message, “Park Slot
Unavailable".

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Parked Calls Do Not Revert to the Parked Call Number

Ensure that the dialed directed call park number is not already occupied by a parked call or park the call on
a different directed call park number.

Parked Calls Do Not Revert to the Parked Call Number

Parked calls do not revert to the number that parked the call.
Check the configuration of the directed call park number to ensure that it is configured to revert to the number
that parked the call rather than to a different directory number.

Number or Range Cannot Be Deleted Because It Is in Use

When an attempt is made to delete a directed call park number or range, a message displays that indicates that
the number or range cannot be deleted because it is in use.
You cannot delete a directed call park number that a device is configured to monitor (by using the BLF button).
To determine which devices are using the number, click the Dependency Records link in the Directed Call
Park Configuration window.

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 CHAPTER 29
Extension Mobility
• Extension Mobility Overview, on page 371
• Extension Mobility Prerequisites, on page 371
• Extension Mobility Configuration Task Flow, on page 371
• Cisco Extension Mobility Interactions, on page 380
• Cisco Extension Mobility Restrictions, on page 381
• Extension Mobility Troubleshooting, on page 382

Extension Mobility Overview

Cisco Extension Mobility allows users to temporarily access their phone settings, such as line appearances,
services, and speed dials, from other phones within your system. If you have a single phone that will be used
by multiple workers, for example, you can configure extension mobility so that individual users can log in to
the phone and access their settings without affecting settings on other user accounts.

Extension Mobility Prerequisites

• A TFTP server that is reachable.
• Extension mobility functionality extends to most Cisco Unified IP Phones. Check the phone documentation
to verify that Cisco Extension Mobility is supported.

Extension Mobility Configuration Task Flow

Before you begin

Procedure

Command or Action Purpose

Step 1 Generate a Phone Feature List, on page 1 Generate a report to identify devices that
support the extension mobility feature.

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Activate Extension Mobility Services

Command or Action Purpose

Step 2 Activate Extension Mobility Services, on page
372
Step 3 Configure the Cisco Extension Mobility Phone Configure the extension mobility IP phone
Service, on page 373 service to which users can later subscribe to
access extension mobility.

Step 4 Create an Extension Mobility Device Profile Configure an extension mobility device profile.
for Users, on page 374 This profile acts as a virtual device that maps
onto a physical device when a user logs in to
extension mobility. The physical device takes
on the characteristics in this profile.

Step 5 Associate a Device Profile to a User, on page Associate a device profile to users so that they
374 can access their settings from a different phone.
You associate a user device profile to a user in
the same way that you associate a physical
device.

Step 6 Subscribe to Extension Mobility, on page 375 Subscribe IP phones and device profiles to the
extension mobility service so that users can log
in, use, and log out of extension mobility.

Step 7 Configure the Change Credential IP Phone To allow users to change their PINs on their
Service, on page 375 phones, you must configure the change
credential Cisco Unified IP Phone service and
associate the user, the device profile, or the IP
phone with the change credential phone service.

Step 8 (Optional) Configure Service Parameters for If you want to modify the behavior of extension
Extension Mobility, on page 376 mobility, configure the service parameters.

Activate Extension Mobility Services

Procedure

Step 1 From Cisco Unified Serviceability, choose Tools > Service Activation.
Step 2 From the Server drop-down list, choose the requried node.
Step 3 Activate the following services:
a) Cisco CallManager
b) Cisco Tftp
c) Cisco Extension Mobility
d) ILS Service
Note You must choose publisher node to activate the ILS services.

Step 4 Click Save.

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Step 5 Click OK.

Configure the Cisco Extension Mobility Phone Service

Configure the extension mobility IP phone service to which users can later subscribe to access extension
mobility.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Phone Services.
Step 2 Click Add New.
Step 3 In the Service Name field, enter a name for the service.
Step 4 In the Service URL field, enter the Service URL.
The format is http://<IP Address>:8080/emapp/EMAppServlet?device=#DEVICENAME#.
IP Address is the IP address of the Unified Communications Manager where Cisco Extension Mobility
is activated and running.
It can either be a IPv4 or a IPv6 address.
Example:
http://123.45.67.89:8080/emapp/EMAppServlet?device=#DEVICENAME#
Example:
http://[2001:0001:0001:0067:0000:0000:0000:0134]:8080/emapp/EMAppServlet?device=#DEVICENAME#
This format allows a user to sign-in using User ID and PIN. You can configure more sign-in options for IP
phone users who have subscribed to the extension mobility service. To configure more sign-in options, append
the loginType parameter to the Service URL, in the following formats:
• loginType=DN enables users to sign in using Primary Extension and PIN.
The Service URL format is:http://<IP
Address>:8080/emapp/EMAppServlet?device=#DEVICENAME#&loginType=DN.
• loginType=SP enables users to sign in using Self Service User ID and PIN.
The Service URL format is:http://<IP
Address>:8080/emapp/EMAppServlet?device=#DEVICENAME#&loginType=SP.
• loginType=UID enables users to sign in using User ID and PIN.
The Service URL format is:http://<IP
Address>:8080/emapp/EMAppServlet?device=#DEVICENAME#&loginType=UID.

If you do not append loginType to the end of the URL, the default sign-in option displayed is User ID and
PIN.

Step 5 In the Service Type field, choose whether the service is provisioned to the Services, Directories, or Messages
button.

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Step 6 Click Save.

Create an Extension Mobility Device Profile for Users

Configure an extension mobility device profile. This profile acts as a virtual device that maps onto a physical
device when a user logs in to extension mobility. The physical device takes on the characteristics in this
profile.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Device Profile.
Step 2 Perform one of the following tasks:
• Click Find to modify the settings and choose an existing device profile from the resulting list.
• Click Add New to add a new device profile and choose an option from the Device Profile Type. Click
Next.
• Choose a device protocol from the Device Protocol drop-down list and click Next.

Step 3 Configure the fields. For more information on the fields and their configuration options, see Online Help.
Step 4 Click Save.
Step 5 From the Association Information section, click Add a new DN.
Step 6 In the Directory Number field, enter the directory number and click Save.
Step 7 Click Reset and follow the prompts.

Associate a Device Profile to a User

Associate a device profile to users so that they can access their settings from a different phone. You associate
a user device profile to a user in the same way that you associate a physical device.

Tip You can use the Bulk Administration Tool (BAT) to add and delete several user device profiles for Cisco
Extension Mobility at one time. See the Bulk Administration Guide for Cisco Unified Communications
Manager.

Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > End User.
Step 2 Perform one of the following tasks:
• Click Find to modify the settings for an existing user, enter search criteria, and choosing an existing user
from the resulting list.
• Click Add New to add a new user.

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Subscribe to Extension Mobility

Step 3 Under Extension Mobility, locate the device profile that you created and move it from Available Profiles
to Controlled Profiles.
Step 4 Check the Home Cluster check box.
Step 5 Click Save.

Subscribe to Extension Mobility

Subscribe IP phones and device profiles to the extension mobility service so that users can log in, use, and
log out of extension mobility.

Procedure

Step 1 Perform one of the following tasks from Cisco Unified CM Administration:
• Choose Device > Phone, specify search criteria, click Find, and choose a phone which users will use
for extension mobility.
• Choose Device > Device Settings > Device Profile, specify search criteria, click Find, and choose the
device profile that you created.

Step 2 From the Related Links drop-down list, choose Subscribe/Unsubscribe Services, and then click Go.
Step 3 From the Select a Service drop-down list, choose the Extension Mobility service.
Step 4 Click Next.
Step 5 Click Subscribe.
Step 6 Click Save and close the popup window.

Configure the Change Credential IP Phone Service

To allow users to change their PINs on their phones, you must configure the change credential Cisco Unified
IP Phone service and associate the user, the device profile, or the IP phone with the change credential phone
service.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Phone Services.
Step 2 Click Add New.
Step 3 In the Service Name field, enter Change Credential.
Step 4 In the Service URL field, enter the following value, where server designates the server where the Change
Credential IP phone service runs:
http://server:8080/changecredential/ChangeCredentialServlet?device=#DEVICENAME#

Step 5 (Optional) In the Secure-Service URL field, enter the following value, where server is the server where
the Change Credential IP phone service runs:

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https://server:8443/changecredential/ChangeCredentialServlet?device=#DEVICENAME#

Step 6 Configure the remaining fields in the IP Phone Services Configuration window, and choose Save.
Step 7 To subscribe the Cisco Unified IP Phone to the Change Credential IP phone service, choose Device > Phone.
Step 8 In the Phone Configuration window, go to the Related Links drop-down list and choose
Subscribe/Unsubscribe Services.
Step 9 Click Go.
Step 10 From the Select a Service drop-down list, choose the Change Credential IP phone service.
Step 11 Click Next.
Step 12 Click Subscribe.
Step 13 Click Save.

Configure Service Parameters for Extension Mobility

(Optional)
If you want to modify the behavior of extension mobility, configure the service parameters.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server field, choose the node that is running the Cisco Extension Mobility service.
Step 3 From the Service field, choose Cisco Extension Mobility.
Step 4 Click Advanced to show all service parameters.
See Extension Mobility Service Parameters, on page 377 for more information about these service parameters
and their configuration options.

Step 5 Click Save.

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Extension Mobility Service Parameters

Table 28: Extension Mobility Service Parameters

Service Parameter Description

Enforce Intra-cluster Select True to specify a maximum time for local logins. After this time, the
Maximum Login Time system automatically logs out the device. False, which is the default setting,
means that no maximum time for logins exists.
To set an automatic logout, you must choose True for this service parameter and
also specify a system maximum login time for the Intra-cluster Maximum
Login Time service parameter. Cisco Unified Communications Manager then
uses the automatic logout service for all logins.
If the value of Enforce Intra-cluster Maximum Login Time is set to False and
you specify a valid maximum login time for the Intra-cluster Maximum Login
Time service parameter, then the value of Enforce Intra-cluster Maximum
Login Time automatically changes to True.

Intra-cluster Maximum This parameter sets the maximum time that a user can be locally logged in to a
Login Time device, such as 8:00 (8 hours) or :30 (30 minutes).
The system ignores this parameter and set the maximum login time to 0:00, if
the Enforce Intra-cluster Maximum Login Time parameter is set to False.
Valid values are between 0:00 and 168:00 in the format HHH:MM, where HHH
represents the number of hours and MM represents the number of minutes.
Note If you grant a user access to set their Extension Mobility maximum
login time (configured via the Allow End User to set their Extension
Mobility maximum login time check box in the User Profile
Configuration) the user's configuration in the Self-Care Portal
overrides the value of the Intra-cluster Maximum Login Time service
parameter.

Maximum Concurrent Specify the maximum number of login or logout operations that can occur
Requests simultaneously. This number prevents the Cisco Extension Mobility service from
consuming excessive system resources. The default value of 5 is acceptable in
most cases.

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Service Parameter Description

Multiple Login Behavior When users are logged in to one phone and then login to a second phone either
in the same cluster or on a different cluster, users can view the login behavior on
the second phone based on the Multiple Login Behavior setting defined on the
Service Parameter Configuration page.
Choose one of the following options from the drop–down list:
• Multiple Logins Allowed—You can login to more than one device at a time.
• Multiple Logins Not Allowed—You can be logged in to only one device.
The login attempts to the second device fails and the phone displays the
error code “25” (Multi-Login Not Allowed). You can login successfully,
only when you have logged out from the first device. This is the default
value.
• Auto Logout—When you try to login to a second device (either Extension
Mobility or Extension Mobility Cross Cluster), the Cisco Unified
Communications Manager automatically logs you out of the first device.

This is a required field.

Note Multiple login behavior is also applicable between two Extension
Mobility Cross Cluster logins.

Alphanumeric User ID Choose True to allow the user ID to contain alphanumeric characters. Choosing
False allows the user ID to contain only numeric characters.
Note The Alphanumeric User ID parameter applies systemwide. You can
have a mix of alphanumeric and numeric user IDs. The system supports
only user IDs that can be entered by using the alphanumeric keypad.
The case-sensitive userid field requires the characters to be lowercase.

Remember the Last User When you choose False, the system does not remember the last user who logged
Logged In in to the phone. Use this option when the user access the phone on a temporary
basis only. Choose True to remember the last user that logged into the phone.
Use this option when a phone has only one user.
For example, Cisco Extension Mobility is used to enable the types of calls that
are allowed from a phone. Individuals who are not logged in and who are using
their office phone can make only internal or emergency calls. But after logging
in using Cisco Extension Mobility, the user can make local, long-distance, and
international calls. In this scenario, only this user regularly logs in to the phone.
It makes sense to set the Cisco Extension Mobility to remember the last user ID
that logged in.

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Service Parameter Description

Clear Call Logs on Choose True to specify that the call logs are cleared during the Cisco Extension
Intra-cluster EM Mobility manual login and logout process.
While a user is using the Cisco Extension Mobility service on an IP phone, all
calls (placed, received, or missed) appear in a call log and can be retrieved and
seen on the IP phone display. To ensure privacy, set the Clear Call Log service
parameter to True. This ensures that the call logs are cleared when a user logs
out and another user logs in.
For extension mobility cross cluster (EMCC), the call log is always cleared when
the user logs in or out of a phone.
Note Call logs are cleared only during manual login/logout. If a Cisco
Extension Mobility logout occurs automatically or any occurrence
other than a manual logout, the call logs are not cleared.

Validate IP Address This parameter sets whether validation occurs on the IP address of the source
that is requesting login or logout.
If the parameter is set to True, the IP address from which a Cisco Extension
Mobility log in or log out request occurs and is validated to ensure that it is trusted.
Validation is first performed against the cache for the device that will log in or
log out.
If the IP address is found in the cache or in the list of trusted IP addresses or is
a registered device, the device can log in or log out. If the IP address is not found,
the log in or log out attempt is blocked.
If the parameter is set to False, the Cisco Extension Mobility log in or log out
request is not validated.
Validation of IP addresses can affect the time that is required to log in or log out
a device, but it offers additional security that prevents unauthorized log in or log
out attempts. This function is recommended, especially when used with logins
from separate trusted proxy servers for remote devices.

Trusted List of IPs This parameter appears as a text box (the maximum length is 1024 characters).
You can enter strings of trusted IP addresses or hostnames which are separated
by semicolons, in the text box. IP address ranges and regular expressions are not
supported.

Allow Proxy If the parameter is True, the Cisco Extension Mobility log in and log out
operations that use a web proxy are allowed.
If the parameter is False, the Cisco Extension Mobility log in and log out requests
coming from behind a proxy get rejected.
The setting that you select takes effect only if the Validate IP Address parameter
specifies true.

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Service Parameter Description

Extension Mobility Cache In this field, enter the size of the device cache that is maintained by Cisco
Size Extension Mobility. The minimum value for this field is 1000 and the maximum
is 20000. The default value is 10000.
The value that you enter takes effect only if the Validate IP Address parameter
is True.

Cisco Extension Mobility Interactions

Table 29: Cisco Extension Mobility Interactions

Feature Interaction
Assistant A manager who uses Cisco Extension Mobility can simultaneously use Cisco Unified
Communications Manager Assistant. The manager logs in to the Cisco Unified IP
Phone by using Cisco Extension Mobility and then chooses the Cisco IP Manager
Assistant service. When the Cisco IP Manager Assistant service starts, the manager
can access assistants and all Cisco Unified Communications Manager Assistant
features (such as call filtering and Do Not Disturb).

BLF Presence When you configure BLF/speed dial buttons in a user device profile, a phone that
supports Cisco Extension Mobility displays BLF presence status on the BLF/SpeedDial
buttons after you log in to the device.
When the extension mobility user logs out, a phone that supports Cisco Extension
Mobility displays BLF presence status on the BLF/SpeedDial buttons for the logout
profile that is configured.

Call Display When you enable call display restrictions, Cisco Extension Mobility functions as
Restrictions usual: when a user is logged in to the device, the presentation or restriction of the call
information depends on the user device profile that is associated with that user. When
the user logs out, the presentation or restriction of the call information depends on
the configuration that is defined for that phone type in the Phone Configuration
window.
To use call display restrictions with Cisco Extension Mobility, check the Ignore
Presentation Indicators (internal calls only) check obx in both the Device Profile
Configuration window and the Phone Configuration window.

Call Forward All An enhancement to call forward all calling search space (CSS) lets you upgrade to
Calling Search Space later releases of Cisco Unified Communications Manager without loss of functionality.
The CFA CSS Activation Policy service parameter supports this enhancement. In
the Service Parameter Configuration window, this parameter displays in the
Clusterwide Parameters (Feature - Forward) section with two options:
• With Configured CSS (default)
• With Activating Device/Line CSS

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Feature Interaction
Do Not Disturb For extension mobility, the device profile settings include do not disturb (DND)
incoming call alert and DND status. When a user logs in and enables DND, the DND
incoming call alert and DND status settings are saved, and these settings are used
when the user logs in again.
Note When a user who is logged in to extension mobility modifies the DND
incoming call alert or DND status settings, this action does not affect the
actual device settings.

Intercom Cisco Extension Mobility supports the intercom feature. To support intercom, Cisco
Extension Mobility uses a default device that is configured for an intercom line. An
intercom line is presented on only the default device.
You can assign an intercom line to a device profile. When a user logs in to a device
that is not the default device, the intercome line is not presented.
The following additional considerations apply to intercom for Cisco Extension
Mobility:
• When Unified Communications Manager assigns an intercom line to a device
and the default device value is empty, the current device is selected as the default
device.
• When AXL programatically assigns an intercom DN, you must update the
intercom DN separately by using Cisco Unified Communications Manager
Administration to set the default device.
• When you delete a device that is set as the intercom default device for an intercom
line, the intercom default device is no longer set to the deleted device.

Internet Protocol Cisco Extension Mobility Supports IPv6. You can use phones with an IP addressing
Version 6 (IPv6) mode of IPv6 or dual-stack (IPv4 and IPv6).

Prime Line If you select On for the Always Use Prime Line parameter in the Device Profile or
Default Device Profile Configuration window, a Cisco Extension Mobility user can
use this feature after logging in to the device that supports Cisco Extension Mobility.

Cisco Extension Mobility Restrictions

Table 30: Cisco Extension Mobility Restrictions

Feature Restriction
Cache Cisco Extension Mobility maintains a cache of all logged-in user information for 2
minutes. If a request comes to extension mobility regarding a user who is represented
in the cache, the user is validated with information from the cache. For example, if
a user changes the password, logs out, and then logs back in within 2 minutes, both
the old and new passwords are recognized.
Call Back When a Cisco Extension Mobility user logs out of a device, all call back services that
are active for the Cisco Extension Mobility user are automatically cancelled.

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Feature Restriction
Character Display The characters that display when a user logs in depend on the current locale of the
phone. For example, if the phone is currently in the English locale (based on the
Logout profile of the phone), the user can only enter English characters in the UserID.
Hold Reversion Cisco Extension Mobility does not support the hold reversion feature.
IP Phones Cisco Extension Mobility requires a physical Cisco Unified IP Phone for login. Users
of office phones that are configured with Cisco Extension Mobility cannot remotely
log in to their phones.
Locale If the user locale that is associated with the user or profile is not the same as the locale
or device, after a successful login, the phone will restart and then reset. This behavior
occurs because the phone configuration file is rebuilt. Addon-module mismatches
between profile and device can cause the same behavior.
Log Out If Cisco Extension Mobility is stopped or restarted, the system does not automatically
log out users who are already logged in after the logout interval expires. Those phones
automatically log out users only once a day. You can manually log out these users
from either the phones or from Cisco Unified CM Administration.
Secure Tone Cisco Extension Mobility and join across line services are disabled on protected
phones.
User Group Although you can add users to the Standard EM authentication proxy rights user
group, those users are not authorized to authenticate by proxy.
Remember the Last The service parameter Remember the Last User Logged In is applicable only for
User Logged In default Extension Mobility service URL or the Extension Mobility service URL with
loginType as UID.

Extension Mobility Troubleshooting

Troubleshoot Extension Mobility
Procedure
• Configure the Cisco Extension Mobility trace directory and enable debug tracing by performing the
following steps:
a) From Cisco Unified Serviceability, choose Trace > Trace Configuration.
b) From the Servers drop-down list, select a server.
c) From the Configured Services drop-down-list, select Cisco Extension Mobility.
• Make sure that you entered the correct URL for the Cisco Extension Mobility service. Remember that
the URL is case sensitive.
• Check that you have thoroughly and correctly performed all the configuration procedures.
• If a problem occurs with authentication of a Cisco Extension Mobility user, go to the user pages and
verify the PIN.

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Authentication Error

Authentication Error
Problem “Error 201 Authentication Error” appears on the phone.

Solution The user should check that the correct user ID and PIN were entered; the user should check with the
system administrator that the user ID and PIN are correct.

Blank User ID or PIN

Problem “Error 202 Blank User ID or PIN” appears on the phone.

Solution Enter a valid user ID and PIN.

Busy Please Try Again

Problem “Error 26 Busy Please Try Again” appears on the phone.

Solution Check whether the number of concurrent login and logout requests is greater than the Maximum
Concurrent requests service parameter. If so, lower the number of concurrent requests.

Note To verify the number of concurrent login and logout requests, use the Cisco Unified Real-Time Monitoring
Tool to view the Requests In Progress counter in the Extension Mobility object. For more information, see
the Cisco Unified Real-Time Monitoring Tool Administration Guide at http://www.cisco.com/c/en/us/support/
unified-communications/unified-communications-manager-callmanager/products-maintenance-guides-list.html

Database Error
Problem “Error 6 Database Error” appears on the phone.

Solution Check whether a large number of requests exists. If a large number of requests exists, the Requests
In Progress counter in the Extension Mobility object counter shows a high value. If the requests are rejected
because of a large number of concurrent requests, the Requests Throttled counter also shows a high value.
Collect detailed database logs.

Dev Logon Disabled

Problem “Error 22 Dev Logon Disabled” appears on the phone.

Solution Verify that you checked the Enable Extension Mobility check box in the Phone Configuration
window (Device > Phone).

Device Name Empty

Problem “Error 207 Device Name Empty” appears on the phone.

Solution Check that the URL that is configured for Cisco Extension Mobility is correct. See the Related Topics
section for more information.

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Related Topics
Configure the Cisco Extension Mobility Phone Service, on page 373

EM Service Connection Error

Problem “Error 207 EM Service Connection Error” appears on the phone.

Solution Verify that the Cisco Extension Mobility service is running by selecting Tools > Control
Center—Feature in Cisco Unified Serviceability.

Host Not Found

Problem The “Host Not Found” error message appears on the phone.

Solution Check that the Cisco Tomcat service is running by selecting Tools > Control Center—Network
Services in CIsco Unified Serviceability.

HTTP Error
Problem HTTP Error (503) appears on the phone.

Solution

• If you get this error when you press the Services button, check that the Cisco IP Phone Services service
is running by selecting Tools > Control Center—Network Services in Cisco Unified Serviceability.
• If you get this error when you select Extension Mobility service, check that the Cisco Extension Mobility
Application service is running by selecting Tools > Control Center—Network Services in Cisco Unified
Serviceability.

Phone Resets
Problem After users log in or log out, their phones reset instead of restarting.

Possible Cause Locale change is the probable cause of the reset.

Solution No action is required. If the user locale that is associated with the logged-in user or profile is not the
same as the locale or device, after a successful login the phone will restart and then reset. This pattern occurs
because the phone configuration file is rebuilt.

Phone Services Unavailable After Login

Problem After logging in, the user finds that the phone services are not available.

Possible Cause This problem occurs because the user profile had no services associated with it when it
was loaded on the phone.
Solution

• Ensure that the user profile includes the Cisco Extension Mobility service.
• Change the configuration of the phone where the user is logged in to include Cisco Extension Mobility.
After the phone is updated, the user can access the phone services.

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Phone Services Unavailable After Logout

Phone Services Unavailable After Logout

Problem After a user logs out and the phone reverts to the default device profile, the phone services are no
longer available.
Solution

• Verify that the Synchronization Between Auto Device Profile and Phone Configuration enterprise
parameter is set to True.
• Subscribe the phone to the Cisco Extension Mobility service.

User Logged in Elsewhere

Problem “Error 25 User Logged in Elsewhere” appears on the phone.

Solution Check whether the user is logged in to another phone. If multiple logins must be allowed, ensure that
the Multiple Login Behavior service parameter is set to Multiple Logins Allowed.

User Profile Absent

Problem “Error 205 User Profile Absent” appears on the phone.

Solution Associate a device profile to the user.

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Extension Mobility Cross Cluster
• Extension Mobility Cross Cluster Overview, on page 387
• Extension Mobility Cross Cluster Prerequisites, on page 387
• Extension Mobility Cross Cluster Configuration Task Flow, on page 387
• Extension Mobility Cross Cluster Interactions, on page 408
• Extension Mobility Cross Cluster Restrictions, on page 409
• Extension Mobility Cross Cluster Troubleshooting, on page 413

Extension Mobility Cross Cluster Overview

The extension mobility cross cluster (EMCC) feature provides users with the same functionality as extension
mobility, but also allows them to move from one cluster (the home cluster) and log in to a temporary phone
on another remote cluster (the visiting cluster). From there, they can access their phone settings from any
location as if the they were using an IP phone at the home office.

Extension Mobility Cross Cluster Prerequisites

• Other call-control entities that support and use the extension mobility cross cluster (EMCC) configuration;
for example, other Cisco Unified Communications Manager clusters, EMCC intercluster service profiles,
and EMCC remote cluster services
• Clusters that are set to nonsecure or mixed mode. See Extension Mobility Cross Cluster and Security
Mode for Different Cluster Versions, on page 411 for more information.
• Supported phones in secure or nonsecure mode

Extension Mobility Cross Cluster Configuration Task Flow

Before you begin
• Review Extension Mobility Cross Cluster Prerequisites, on page 387
• Review Extension Mobility Cross Cluster Interaction and Restriction

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Procedure

Command or Action Purpose

Step 1 Generate a Phone Feature List, on page 1 Generate a report to identify devices that
support the extension mobility cross cluster
feature.

Step 2 To Configure Extension Mobility, on page 389, Configure extension mobility to allow users to
perform the following subtasks: temporarily access their phone settings, such as
line appearances, services, and speed dials, from
• Activate Services for Extension Mobility
other phones in one cluster. Perform this task
Cross Cluster, on page 390
flow on both home and remote clusters, so that
• Configure the Extension Mobility Phone users will be able to access settings from either
Service, on page 390 a home or visiting cluster.
• Configure a Device Profile for Extension
Mobility Cross Cluster, on page 391
• Enable Extension Mobility Cross Cluster
for a User, on page 397
• Subscribe Devices to Extension Mobility,
on page 397

Step 3 To Configure Certificates for Extension To configure the home and remote clusters
Mobility Cross Cluster, on page 397, perform properly, you must export certificates on each
the following subtasks: cluster to the same SFTP server and SFTP
directory and consolidate them on one of the
• Activate the Bulk Provisioning Service,
participating clusters. This procedure ensures
on page 398
that trust is established between the two clusters.
• Configure Bulk Certificate Management
and Export Certificates, on page 398
• Consolidate the Certificates, on page 399
• Import the Certificates into the Clusters,
on page 400

Step 4 To Configure Extension Mobility Cross Cluster

Devices and Templates, on page 401, perform
the following subtasks:
• Create a Common Device Configuration,
on page 401
• Configure an Extension Mobility Cross
Cluster Template, on page 402
• Set the Default Template, on page 402
• Add Extension Mobility Cross Cluster
Devices, on page 403

Step 5 Configure a Geolocation Filter for Extension Configure a geolocation filter to specify criteria
Mobility Cross Cluster, on page 403 for device location matching, such as country,
state, and city values. Geolocations are used to
identify the location of a device, and the filter
indicates what parts of the geolocation are
significant.

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Command or Action Purpose

Step 6 Configure Feature Parameters for Extension Select values for the feature parameters that you
Mobility Cross Cluster, on page 403 configured, such as the geolocation filter.

Step 7 Configure Intercluster SIP Trunk for Extension Configure trunks to process inbound or
Mobility Cross Cluster, on page 407 outbound traffic for intercluster PSTN access
and RSVP agent services. You can configure
one trunk for both PSTN access and RSVP
agent services or one trunk for each service.
You do not need more than two SIP trunks for
extension mobility cross cluster.

Step 8 Configure an Intercluster Service Profile for Configure the intercluster service profile to
Extension Mobility Cross Cluster, on page 407 activate extension mobility cross cluster. The
profile collects all the configuration that
precedes and provides a results report.

Step 9 Configure Remote Cluster Services, on page Configure the remote cluster for extension
408 mobility cross cluster. This step completes the
link between the home cluster with remote
(visiting) cluster.

Configure Extension Mobility

Configure extension mobility to allow users to temporarily access their phone settings, such as line appearances,
services, and speed dials, from other phones in one cluster. Perform this task flow on both home and remote
clusters, so that users will be able to access settings from either a home or visiting cluster.

Procedure

Command or Action Purpose

Step 1 Activate Services for Extension Mobility Cross
Cluster, on page 390
Step 2 Configure the Extension Mobility Phone Create the Extension Mobility phone service to
Service, on page 390 which you can subscribe your users.

Step 3 Configure a Device Profile for Extension Create a device profile to map settings onto a
Mobility Cross Cluster, on page 391 real device when a user logs in to Extension
Mobility cross cluster.

Step 4 Enable Extension Mobility Cross Cluster for a

User, on page 397
Step 5 Subscribe Devices to Extension Mobility, on Enable Extension Mobility on devices and
page 397 subscribe to the service if you have not set up
an enterprise subscription for all devices.

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Activate Services for Extension Mobility Cross Cluster

Activate Services for Extension Mobility Cross Cluster

Procedure

Step 1 From Cisco Unified Serviceability, choose Tools > Service Activation.
Step 2 From the Server drop-down list, choose the requried node.
Step 3 Activate the following services:
a) Cisco CallManager
b) Cisco Tftp
c) Cisco Extension Mobility
d) ILS Service
Note You must choose publisher node to activate the ILS services.

Step 4 Click Save.

Step 5 Click OK.

Configure the Extension Mobility Phone Service

Create the Extension Mobility phone service to which you can subscribe your users.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Phone Services.
Step 2 Click Add New.
Step 3 In the Service Name field, enter a name for the service.
For example, enter a name such as Extension Mobility or EM. For Java MIDlet services, the service name
must exactly match the name that is defined in the Java Application Descriptor (JAD) file.

Step 4 In the Service URL field, enter the service URL in the following format:
http://<IP Address>:8080/emapp/EMAppServlet?device=#DEVICENAME#&EMCC=#EMCC#.

Step 5 (Optional) If you want to create a secure URL using HTTPS, enter the secure service URL in the following
format:
https://<IP
Address>:8443/emapp/EMAppServlet?device=#DEVICENAME#&EMCC=#EMCC#

Step 6 (Optional) If you want to configure more sign-in options, append the loginType parameter to the Service
URL in the following formats:
• loginType=DN enables users to sign in using Primary Extension and PIN.The Service URL format is:
http://<IP Address>:8080/emapp/EMAppServlet?device=#DEVICENAME#&EMCC=#EMCC#&loginType=DN.

• loginType=SP enables users to sign in using Self Service User ID and PIN.

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The Service URL format is:

http: //<IP
Address>:8080/emapp/EMAppServlet?device=#DEVICENAME#&EMCC=#EMCC#&loginType=SP.

• loginType=UID enables users to sign in using User ID and PIN.

The Service URL format is: http://<IP
Address>:8080/emapp/EMAppServlet?device=#DEVICENAME#&EMCC=#EMCC#&loginType=UID.

The loginType parameter can also be appended to a secure URL. If you do not append loginType to the
end of the URL, the default sign in option displayed is User ID and PIN.

Step 7 Use the default values for the Service Category and Service Type fields.
Step 8 Check the Enable check box.
Step 9 (Optional) Check the Enterprise Subscription check box to subscribe all phones and device profiles to this
phone service.
Note If you check this check box when configuring the service for the first time, you will set up this IP
phone service as an enterprise subscription service. All phones and device profiles in the enterprise
will automatically subscribe to this IP phone service, removing the need for you to subscribe them
individually.

Step 10 Click Save.

Configure a Device Profile for Extension Mobility Cross Cluster

Create a device profile to map settings onto a real device when a user logs in to Extension Mobility cross
cluster.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Device Profile.
Step 2 Perform one of the following tasks:
• Click Find to modify an existing device profile, enter search criteria. Click a device profile name in the
resulting list.
• Click Add New to add a new device profile and click Next to choose a device profile type. Click Next
to choose a protocol, then click Next.

Step 3 Configure the fields on the Device Profile Configuration window. See Device Profile Fields for Extension
Mobility Cross Cluster, on page 392 for more information about the fields and their configuration options.
Step 4 Click Save.
Step 5 Add a directory number (DN) to the new device profile.

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Device Profile Fields for Extension Mobility Cross Cluster

Device Profile Fields for Extension Mobility Cross Cluster

Table 31: Device Profile Settings

Field Description

Product Type Displays the product type to which this device profile applies.

Device Protocol Displays the device protocol to which this device profile applies.

Device Profile Name Enter a unique name. This name can comprise up to 50 characters in length.

Description Enter a description of the device profile. For text, use anything that describes this
particular user device profile.

User Hold MOH Audio Specifies the audio source that plays when a user initiates a hold action, choose
Source an audio source from the User Hold MOH Audio Source drop-down list.
If you do not choose an audio source, Unified Communications Manager uses
the audio source that is defined in the device pool or the system default if the
device pool does not specify an audio source ID.
Note You define audio sources in the Music On Hold Audio Source
Configuration window. For access, choose Media Resources > Music
On Hold Audio Source.

User Locale From the drop-down list, choose the locale that is associated with the phone user
interface. The user locale identifies a set of detailed information, including
language and font, to support users.
Unified Communications Manager makes this field available only for phone
models that support localization.
Note If no user locale is specified, Unified Communications Manager uses
the user locale that is associated with the device pool.
If the users require information to display (on the phone) in any
language other than English, verify that the locale installer is installed
before configuring user locale. See the Unified Communications
Manager Locale Installer documentation.

Phone Button Template From the Phone Button Template drop-down list, choose a phone button template.
Tip If you want to configure BLF/SpeedDials for the profile for presence
monitoring, choose a phone button template that you configured for
BLF/SpeedDials. After you save the configuration, the Add a New
BLF SD link displays in the Association Information pane. For more
information on BLF/SpeedDials, see the Feature Configuration Guide
for Cisco Unified Communications Manager.

Softkey Template From the Softkey Template drop-down list, choose the softkey template from
the list that displays.

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Field Description

Privacy From the Privacy drop-down list, choose On for each phone on which you want
privacy. For more information, see the Feature Configuration Guide for Cisco
Unified Communications Manager.

Single Button Barge From the drop-down list, choose from the following options:
• Off—This device does not allow users to use the Single Button Barge/cBarge
feature.
• Barge—Choosing this option allows users to press the Single Button Barge
shared-line button on the phone to barge into a call using Barge.
• Default—This device inherits the Single Button Barge/cBarge setting from
the service parameter and device pool settings.
Note If the server parameter and device pool settings are different, the
device will inherit the setting from the service parameter setting.

For more information, see the Feature Configuration Guide for Cisco Unified
Communications Manager.

Join Across Lines From the drop-down list, choose from the following options:
• Off—This device does not allow users to use the Join Across Lines feature.
• On—This device allows users to join calls across multiple lines.
• Default—This device inherits the Join Across Lines setting from the service
parameter and device pool settings.
Note If the server parameter and device pool settings are different, the
device will inherit the setting from the service parameter setting.

For more information, see the System Configuration Guide for Cisco Unified
Communications Manager.

Always Use Prime Line From the drop-down list, choose one of the following options:
• Off—When the phone is idle and receives a call on any line, the phone user
answers the call from the line on which the call is received.
• On—When the phone is idle (off hook) and receives a call on any line, the
primary line gets chosen for the call. Calls on other lines continue to ring,
and the phone user must select those other lines to answer these calls.
• Default—Unified Communications Manager uses the configuration from
the Always Use Prime Line service parameter, which supports the Cisco
CallManager service.

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Field Description

Always Use Prime Line From the drop-down list, choose one of the following options:
for Voice Message
• On—If the phone is idle, the primary line on the phone becomes the active
line for retrieving voice messages when the phone user presses the Messages
button on the phone.
• Off—If the phone is idle, pressing the Messages button on the phone
automatically dials the voice-messaging system from the line that has a voice
message. Unified Communications Manager always selects the first line
that has a voice message. If no line has a voice message, the primary line
gets used when the phone user presses the Messages button.
• Default—Unified Communications Manager uses the configuration from
the Always Use Prime Line for Voice Message service parameter, which
supports the Cisco CallManager service.

Ignore Presentation To configure call display restrictions and ignore any presentation restriction that
Indicators (internal calls is received for internal calls, check the “Ignore Presentation Indicators (internal
only) calls only)” check box.
Tip Use this configuration in combination with the calling line ID
presentation and connected line ID presentation configuration at the
translation pattern level. Together, these settings allow you to configure
call display restrictions to selectively present or block calling and/or
connected line display information for each call. For more information
about call display restrictions, see the Feature Configuration Guide
for Cisco Unified Communications Manager.

Do Not Disturb Check this check box to enable Do Not Disturb.

DND Option When you enable DND on the phone, this parameter allows you to specify how
the DND feature handles incoming calls:
• Call Reject—This option specifies that no incoming call information gets
presented to the user. Depending on how you configure the DND Incoming
Call Alert parameter, the phone may play a beep or display a flash
notification of the call.
• Ringer Off—This option turns off the ringer, but incoming call information
gets presented to the device, so that the user can accept the call.
• Use Common Phone Profile Setting—This option specifies that the DND
Option setting from the Common Phone Profile window will get used for
this device.

Note For 7940/7960 phones that are running SCCP, you can only choose
the Ringer Off option. For mobile devices and dual-mode phones, you
can only choose the Call Reject option. When you activate DND Call
Reject on a mobile device or dual-mode phone, no call information
gets presented to the device.

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Field Description

DND Incoming Call Alert When you enable the DND Ringer Off or Call Reject option, this parameter
specifies how a call displays on a phone.
From the drop-down list, choose one of the following options:
• None—This option specifies that the DND Incoming Call Alert setting from
the Common Phone Profile window will get used for this device.
• Disable—This option disables both beep and flash notification of a call but
for the DND Ringer Off option, incoming call information still gets
displayed. For the DND Call Reject option, no call alerts display and no
information gets sent to the device.
• Beep Only—For an incoming call, this option causes the phone to play a
beep tone only.
• Flash Only—For an incoming call, this option causes the phone to display
a flash alert.

Extension Mobility Cross From the drop-down list, choose an existing Calling Search Space (CSS) to use
Cluster CSS for this device profile for the Extension Mobility Cross Cluster feature. (To
configure a new CSS or modify an existing CSS, choose Call Routing > Class
of Control > Calling Search Space in Unified Communications Manager.)
Default value specifies None.
The home administrator specifies this CSS, which gets used as the device CSS
that gets assigned to the phone when the user logs in to this remote phone. For
more information, see the Feature Configuration Guide for Cisco Unified
Communications Manager.

Module 1 You can configure one or two expansion modules for this device profile by
choosing phone templates from the expansion module drop-down list in the
expansion module fields.
Note You can view a phone button list at any time by choosing the View
button list link next to the phone button template fields. A separate
dialog box pops up and displays the phone buttons for that particular
expansion module.

Choose the appropriate expansion module or None.

Module 2 Choose the appropriate expansion module or None.

MLPP Domain If this user device profile will be used for MLPP precedence calls, choose the
MLLP Domain from the drop-down list.
Note You define MLPP domains in the MLPP Domain Configuration
window. For access, choose System > MLPP Domain.

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Field Description

MLPP Indication If this user device profile will be used for MLPP precedence calls, assign an
MLPP Indication setting to the device profile. This setting specifies whether a
device that can play precedence tones will use the capability when it places an
MLPP precedence call.
From the drop-down list, choose a setting to assign to this device profile from
the following options:
1. Default—This device profile inherits its MLPP indication setting from the
device pool of the associated device.
2. Off—This device does not handle nor process indication of an MLPP
precedence call.
3. On—This device profile does handle and process indication of an MLPP
precedence call.

Note Do not configure a device profile with the following combination of

settings: MLPP Indication is set to Off or Default (when default is
Off) while MLPP Preemption is set to Forceful.

MLPP Preemption If this user device profile will be used for MLPP precedence calls, assign an
MLPP Preemption setting to the device profile. This setting specifies whether a
device that can preempt calls in progress will use the capability when it places
an MLPP precedence call.
From the drop-down list, choose a setting to assign to this device profile from
the following options:
1. Default—This device profile inherits its MLPP preemption setting from the
device pool of the associated device.
2. Disabled—This device does not allow preemption of lower precedence calls
to take place when necessary for completion of higher precedence calls.
3. Forceful—This device allows preemption of lower precedence calls to take
place when necessary for completion of higher precedence calls.

Note Do not configure a device profile with the following combination of

settings: MLPP Indication is set to Off or Default (when default is
Off) while MLPP Preemption is set to Forceful.

Login User Id From the Login User ID drop-down list, choose a valid login user ID.
Note If the device profile is used as a logout profile, specify the login user
ID that will be associated with the phone. After the user logs out from
this user device profile, the phone will automatically log in to this
login user ID.

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Enable Extension Mobility Cross Cluster for a User

Enable Extension Mobility Cross Cluster for a User

Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > End User.
Step 2 Perform one of the following tasks:
• Click Find to modify the settings for an existing user and choosing an existing user from the resulting
list.
• Click Add New to add a new user.

Step 3 In the Extension Mobility pane, check the Enable Extension Mobility Cross Cluster check box.
Step 4 Choose the device profile from the Available Profiles list pane in the Extension Mobility pane.
Step 5 Move the device profile to the Controlled Profiles list pane.
Step 6 Click Save.

Subscribe Devices to Extension Mobility

Enable Extension Mobility on devices and subscribe to the service if you have not set up an enterprise
subscription for all devices.

Procedure

Step 1 From From Cisco Unified CM Administration, choose Device > Phone.
Step 2 Find the phone on which users can use Extension Mobility Cross Cluster.
Step 3 For this device, check the Enable Extension Mobility check box in the Extension Information pane.
Step 4 In the Phone Configuration window, choose the Subscribe/Unsubscribe Services option in the Related
Links drop-down list.
Step 5 Click Go.
Step 6 In the popup window that opens, choose the Extension Mobility service in the Select a Service drop-down
list.
Step 7 Click Next.
Step 8 Click Subscribe.
Step 9 From the popup window, click Save, and then close the window.
Step 10 In the Phone Configuration window, click Save.
Step 11 Click OK if prompted.

Configure Certificates for Extension Mobility Cross Cluster

To configure the home and remote clusters properly, you must export certificates on each cluster to the same
SFTP server and SFTP directory and consolidate them on one of the participating clusters. This procedure
ensures that trust is established between the two clusters.

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Activate the Bulk Provisioning Service

Before you begin

Configure Extension Mobility, on page 389

Procedure

Command or Action Purpose

Step 1 Activate the Bulk Provisioning Service, on page
398
Step 2 Configure Bulk Certificate Management and Configure bulk certificate management in Cisco
Export Certificates, on page 398 Unified OS Administration to export the
certificates from both the home and remote
clusters.

Step 3 Consolidate the Certificates, on page 399 Consolidate certificates when all participating
clusters have exported their certificates. This
option is available only if two or more clusters
exported their certificates to the SFTP server.

Step 4 Import the Certificates into the Clusters, on page Import the certificates back into the home and
400 remote (visiting) clusters.

Activate the Bulk Provisioning Service

Before you begin

Configure Extension Mobility, on page 389

Procedure

Step 1 From Cisco Unified Serviceability, choose Tools > Service Activation.
Step 2 From the Server drop-down list, choose the publisher node.
Step 3 Check the Cisco Bulk Provisioning Service check box.
Step 4 Click Save.
Step 5 Click OK.

Configure Bulk Certificate Management and Export Certificates

Configure bulk certificate management in Cisco Unified OS Administration to export the certificates from
both the home and remote clusters.
This procedure creates a PKCS12 file that contains certificates for all nodes in the cluster.

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Consolidate the Certificates

Note • Every participating cluster must export certificates to the same SFTP server and SFTP directory.
• You must export certificates on the cluster whenever the Tomcat, Tomcat-ECDSA, TFTP, or CAPF
certificates are regenerated on any of the cluster nodes.

Procedure

Step 1 From Cisco Unified OS Administration, choose Security > Bulk Certificate Management.
Step 2 Configure the settings for a TFTP server that both the home and remote clusters can reach. See the online
help for information about the fields and their configuration options.
Step 3 Click Save.
Step 4 Click Export.
Step 5 In the Bulk Certificate Export window, choose All for the Certificate Type field.
Step 6 Click Export.
Step 7 Click Close.
Note When the bulk certificate export is performed, the certificates are then uploaded to the remote cluster
as follows:
• CAPF certificate gets uploaded as a CallManager-trust
• Tomcat certificate gets uploaded as a Tomcat-trust
• CallManager certificate gets uploaded as a CallManager-trust
• CallManager certificate gets uploaded as a Phone-SAST-trust
• ITLRecovery certificate gets uploaded as a PhoneSast-trust and CallManager-trust

The above steps are performed when certificates are self-signed and there is no common trust in
another cluster. If there is a common trust or the same signer then the export of ALL certificates is
not needed.

Consolidate the Certificates

Consolidate certificates when all participating clusters have exported their certificates. This option is available
only if two or more clusters exported their certificates to the SFTP server.
This procedure consolidates all PKCS12 files in the SFTP server to form a single file.

Note If you export new certificates after consolidation, you must perform this procedure again to include the newly
exported certificates.

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Import the Certificates into the Clusters

Procedure

Step 1 From From Cisco Unified OS Administration, choose Security > Bulk Certificate Management >
Consolidate > Bulk Certificate Consolidate.
Step 2 In the Certificate Type field, choose All.
Step 3 Click Consolidate.
Note When the bulk certificate consolidate is performed, the certificates are then uploaded to the remote
cluster as follows:
• CAPF certificate gets uploaded as a CallManager-trust
• Tomcat certificate gets uploaded as a Tomcat-trust
• CallManager certificate gets uploaded as a CallManager-trust
• CallManager certificate gets uploaded as a Phone-SAST-trust
• ITLRecovery certificate gets uploaded as a PhoneSast-trust and CallManager-trust

Import the Certificates into the Clusters

Import the certificates back into the home and remote (visiting) clusters.

Note After an upgrade, these certificates are preserved. You do not need to reimport or reconsolidate certificates.

Caution After you import the certificates, the phones on the cluster will automatically restart.

Procedure

Step 1 From From Cisco Unified OS Administration, choose Security > Bulk Certificate Management > Import >
Bulk Certificate Import.
Step 2 From the Certificate Type drop-down list, choose All.
Step 3 Choose Import.

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Configure Extension Mobility Cross Cluster Devices and Templates

Note When the bulk certificate import is performed, the certificates are then uploaded to the remote cluster
as follows:
• CAPF certificate gets uploaded as a CallManager-trust
• Tomcat certificate gets uploaded as a Tomcat-trust
• CallManager certificate gets uploaded as a CallManager-trust
• CallManager certificate gets uploaded as a Phone-SAST-trust
• ITLRecovery certificate gets uploaded as a PhoneSast-trust and CallManager-trust

Note The following types of certificates determines phones that are restarted:
• Callmanager - ALL phones only IF TFTP service is activated on the node the certificate belongs.
• TVS - SOME phones based on Callmanager group membership.
• CAPF - ALL phones only IF CAPF is activated.

Configure Extension Mobility Cross Cluster Devices and Templates

Procedure

Command or Action Purpose

Step 1 Create a Common Device Configuration, on Configure a common device configuration to
page 401 specify the services or features that will be
associated with a particular user.

Step 2 Configure an Extension Mobility Cross Cluster Create an extension mobility cross cluster
Template, on page 402 template to link the common device
configuration with this feature.

Step 3 Set the Default Template, on page 402 Set the extension mobility cross cluster template
that you created as the default template.

Step 4 Add Extension Mobility Cross Cluster Devices, Insert extension mobility cross cluster device
on page 403 entries into your system database. Each device
is identified with a unique name in the format
EMCC1, EMCC2, and so on. The Bulk
Administration Tool assigns device numbers
by obtaining the last one used.

Create a Common Device Configuration

Configure a common device configuration to specify the services or features that will be associated with a
particular user.

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Configure an Extension Mobility Cross Cluster Template

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Common Device Configuration.
Step 2 Perform one of the following tasks:
• Click Find to modify an existing common device configuration and choose a common device configuration
from the resulting list.
• Click Add New to add a new common device configuration.

Step 3 Configure the fields on the Common Device Configuration window. For more information on the fields and
their configuration options, see Online Help.
Step 4 Click Save.

Configure an Extension Mobility Cross Cluster Template

Create an extension mobility cross cluster template to link the common device configuration with this feature.

Procedure

Step 1 From Cisco Unified CM Administration, choose Bulk Administration > EMCC > EMCC Template.
Step 2 Click Add New.
Step 3 Configure the fields on the EMCC Template Configuration window. For more information on the fields
and their configuration options, see Online Help.
Step 4 Click Save.

Set the Default Template

Set the extension mobility cross cluster template that you created as the default template.

Procedure

Step 1 From Cisco Unified CM Administration, choose Bulk Administration > EMCC > Insert/Update EMCC.
Step 2 Click Update EMCC Devices.
Step 3 From the Default EMCC Template drop-down list, choose the extension mobility cross cluster device
template that you configured.
Step 4 Click Run Immediately.
Step 5 Click Submit.
Step 6 Verify the success of the job:
a) Choose Bulk Administration > Job Scheduler.
b) Locate the Job ID of your job.

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Add Extension Mobility Cross Cluster Devices

Add Extension Mobility Cross Cluster Devices

Insert extension mobility cross cluster device entries into your system database. Each device is identified with
a unique name in the format EMCC1, EMCC2, and so on. The Bulk Administration Tool assigns device
numbers by obtaining the last one used.

Procedure

Step 1 From From Cisco Unified CM Administration, choose Bulk Administration > EMCC > Insert/Update
EMCC.
Step 2 Click Insert EMCC Devices.
Step 3 Enter the number of devices you are adding in the Number of EMCC Devices to be added field.
Step 4 Click Run Immediately and click Submit.
Step 5 Refresh the window and verify that the Number of EMCC Devices already in database value shows the
number of devices that you added.

Configure a Geolocation Filter for Extension Mobility Cross Cluster

Configure a geolocation filter to specify criteria for device location matching, such as country, state, and city
values. Geolocations are used to identify the location of a device, and the filter indicates what parts of the
geolocation are significant.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Geolocation Filter.
Step 2 Click Add New.
Step 3 Configure the fields on the Geolocation Filter Configuration window. For more information on the fields
and their configuration options, see Online Help.
Step 4 Click Save.

Configure Feature Parameters for Extension Mobility Cross Cluster

Select values for the feature parameters that you configured, such as the geolocation filter.

Procedure

Step 1 From Cisco Unified CM Administration, choose Advanced Features > EMCC > EMCC Feature
Configuration.
Step 2 Configure the fields on the EMCC Feature Configuration window. See Feature Parameter Fields for
Extension Mobility Cross Cluster, on page 404 for more information about the fields and their configuration
options.

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Step 3 Click Save.

Feature Parameter Fields for Extension Mobility Cross Cluster

Table 32: Feature Parameter Fields for Extension Mobility Cross Cluster

EMCC Parameter Description

Default TFTP Server for Choose the computer name or IP address of the default TFTP server that devices
EMCC Login Device logging into extension mobility cross cluster (EMCC) from a remote cluster
should use.

Backup TFTP Server for Choose the computer name or IP address of the backup TFTP server that devices
EMCC Login Device logging into EMCC from a remote cluster should use.

Default Interval for Specify the number of minutes that elapse between system checks for expired
Expired EMCC Device EMCC devices.
Maintenance
An expired EMCC device is a device that logged in to EMCC from a remote
cluster, but that, because of a WAN failure or a connectivity issue, the phone
logged out of the visiting cluster. When connectivity was restored, the device
logged back into the visiting cluster.
During this maintenance job, the Cisco Extension Mobility service checks the
Unified Communications Manager database for any expired EMCC devices and
automatically logs them out.
The default value is 1440 minutes. Valid values range from 10 minutes to 1440
minutes.

Enable All Remote Choose whether you want all services on a new remote cluster to be automatically
Cluster Services When enabled when you add a new cluster.
Adding A New Remote
Valid values are True (enable all services on the remote cluster automatically)
Cluster
or False (manually enable the services on the remote cluster via the Remote
Cluster Configuration window in Unified Communications Manager). You can
enable the services manually so that you have time to configure the EMCC feature
completely before enabling the remote services.
The default value is False.

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EMCC Parameter Description

CSS for PSTN Access SIP Choose the calling search space (CSS) that the PSTN Access SIP trunk for
Trunk processing EMCC calls uses.
The PSTN Access SIP trunk is the SIP trunk that you configured for PSTN access
in the Intercluster Service Profile window. Calls over this trunk are intended
for and are routed to only the local PSTN that is co-located with the EMCC
logged-in phone that initiates the call.
Valid values are the following:
• Use Trunk CSS (PSTN calls use the local route group, which can prove
useful for properly routing emergency service calls)
• Use phone's original device CSS (PSTN calls are routed using the configured
calling search space on the remote phone, that is, the CSS that is used when
the phone is not logged into EMCC).

The default value is Use trunk CSS.

EMCC Geolocation Filter Choose the geolocation filter that you have configured for use EMCC.
Based on the information in the geolocation that associates with a phone that is
logged in through Extension Mobility from another cluster, as well as the selected
EMCC geolocation filter, Cisco Unified Communications Manager places the
phone into a roaming device pool.
Cisco Unified Communications Manager determines which roaming device pool
to use by evaluating which device pool best matches the phone geolocation
information after the EMCC geolocation filter is applied.

EMCC Region Max This parameter specifies the maximum audio bit rate for all EMCC calls,
Audio Bit Rate regardless of the region associated with the other party.
The default value is 8 kbps (G.729).
Note All participating EMCC clusters must specify the same value for the
EMCC region max audio bit rate.

EMCC Region Max This parameter specifies the maximum video call bit rate for all EMCC video
Video Call Bit Rate calls, regardless of the maximum video call bit rate of the region associated with
(Includes Audio) the other party.
The default value is 384. Valid values range from 0 to 8128.
Note All participating EMCC clusters must specify the same value for the
EMCC region max video call bit rate.

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EMCC Parameter Description

EMCC Region Link Loss This parameter specifies the link loss type between any EMCC phone and devices
Type in any remote cluster.
Note To allow two-way audio on EMCC calls, all participating EMCC
clusters must use the same EMCC region link loss type.

Based on the option that you choose, Cisco Unified Communications Manager
attempts to use the optimal audio codec for the EMCC call while observing the
configured EMCC region max audio bit rate.
Valid values are the following:
• Lossy—A link where some packet loss can or may occur, for example, DSL.
• Low Loss—A link where low packet loss occurs, for example, T1.

When you set this parameter to Lossy, Cisco Unified Communications Manager
chooses the optimal codec within the limit that is set by the EMCC Region Max
Audio Bit Rate, based on audio quality. Some packet loss will occur.
When this parameter is set to Low Loss, Cisco Unified Communications Manager
chooses the optimal codec within the limit that is set by the EMCC Region Max
Audio Bit Rate, based on audio quality. Little or no packet loss will occur.
The only difference in the audio codec preference ordering between the low loss
and lossy options is that G.722 is preferred over Internet Speech Audio Codec
(iSAC) when the link loss type is set as low loss, whereas iSAC is preferred over
G.722 when the link loss type is set as lossy.
The default value is Low Loss.

RSVP SIP Trunk Specify the number of seconds that Unified Communications Manager waits
KeepAlive Timer between sending or receiving KeepAlive messages or acknowledgments between
two clusters over EMCC RSVP SIP trunks.
An EMCC RSVP SIP trunk is a SIP trunk that has Cisco Extension Mobility
Cross Cluster configured as the Trunk Service Type and that has been selected
as the SIP Trunk for RSVP Agent in the Intercluster Service Profile window.
When two of these intervals elapse without receipt of a KeepAlive message or
an acknowledgment, Unified Communications Manager releases the RSVP
resources with the remote cluster.
The default value is 15 seconds. Valid values range from 1 second to 600 seconds.

Default Server For Choose the default server name or IP address of the primary node in this local
Remote Cluster Update cluster that has the Cisco Extension Mobility service activated. The remote cluster
accesses this node to get information about this local cluster.

Backup Server for Remote Choose the default server name or IP address of the secondary node in this local
Cluster Update cluster that has the Cisco Extension Mobility service activated. The remote cluster
accesses this node when the primary node is down to retrieve information about
this local cluster.

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EMCC Parameter Description

Remote Cluster Update Specify an interval, in minutes, during which the Cisco Extension Mobility service
Interval on the local node collects information about the remote EMCC cluster. Collected
information includes such details as the remote cluster Unified Communications
Manager version and service information.
The default value is 30. Valid values range from 15 minutes to 10,080 minutes.

Configure Intercluster SIP Trunk for Extension Mobility Cross Cluster

Configure trunks to process inbound or outbound traffic for intercluster PSTN access and RSVP agent services.
You can configure one trunk for both PSTN access and RSVP agent services or one trunk for each service.
You do not need more than two SIP trunks for extension mobility cross cluster.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Trunk.

Step 2 Click Add New.
Step 3 From the Trunk Type drop-down list, choose SIP Trunk.
Step 4 From the Trunk Service Type drop-down list, choose Extension Mobility Cross Clusters.
Step 5 Click Next.
Step 6 Configure the fields in the Trunk Configuration window. For more information on the fields and their
configuration options, see Online Help.
Step 7 Click Save.

Configure an Intercluster Service Profile for Extension Mobility Cross Cluster

Configure the intercluster service profile to activate extension mobility cross cluster. The profile collects all
the configuration that precedes and provides a results report.

Procedure

Step 1 From Cisco Unified CM Administration, choose Advance Features > EMCC > EMCC Intercluster Service
Profile.
Step 2 Configure the fields on the EMCC Intercluster Service Profile Configuration window. For more information
on the fields and their configuration options, see Online Help.
Step 3 If no failure messages appear in the popup window, click Save.

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Configure Remote Cluster Services

Configure Remote Cluster Services

Configure the remote cluster for extension mobility cross cluster. This step completes the link between the
home cluster with remote (visiting) cluster.

Procedure

Step 1 From From Cisco Unified CM Administration, choose Advanced Features > Cluster View.
Step 2 Click Find to show a list of known remote clusters.
Step 3 Perform one of the following steps:
• Click the remote cluster name and verify the fields if the remote cluster that you want to configure appears.
• Click Add New if the remote cluster that you want to configure does not appear and configure the
following fields:
a. For the Cluster Id field, ensure that the ID matches the enterprise parameter value of the cluster ID
of the other clusters.
b. n the Fully Qualified Name field, enter the IP address of the remote cluster or a domain name that
can resolve to any node on the remote cluster.
c. Click Save.

Note For extension mobility cross cluster, the TFTP check box should always be disabled.

Extension Mobility Cross Cluster Interactions

Table 33: Extension Mobility Cross Cluster Interactions

Feature Interaction
Audio The default maximum audio bit-rate for EMCC login device is set to 8 kbps (G.729).

Call Admission • The home cluster is unaware of visiting cluster locations and regions.
Control (CAC)
• The system cannot apply Cisco Unified Communications Manager locations and
regions across the cluster boundaries.
• RSVP agent-based CAC uses RSVP agents in the visiting cluster.

Call Forwarding EMCC supports call forwarding.

Cisco Extension User authentication takes place across clusters.
Mobility login and
logout

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Feature Interaction
Media resources for Examples include RSVP agent, TRP, music on mold (MOH), MTP, transcoder, and
the visiting phone conference bridge.
Media resources are local to the visiting phone (other than RSVP agents).

PSTN access for the • E911 calls are routed to the local gateways of the PSTN.
visiting phone
• Local calls are routed to the local gateways of the PSTN.
• Calls terminating to local route groups route to local gateways in the visiting
cluster.

Other call features Example restriction: Intercom configuration specifies configuration to a static device,
and services so EMCC does not support the intercom feature.

Security • Cross-cluster security is provided by default.

• Cisco Unified IP Phones with secure and nonsecure phone security profiles are
supported.

Internet Protocol Cisco Extension Mobility Cross Cluster Supports IPv6. You can use phones with an
Version 6 (IPv6) IP addressing mode of IPv6 or dual-stack (IPv4 and IPv6).

Extension Mobility Cross Cluster Restrictions

Table 34: Extension Mobility Cross Cluster Restrictions

Restriction Description
Unsupported Features • EMCC does not support the intercom feature, because intercom configuration
requires a static device.
• Location CAC is not supported, but RSVP-based CAC is supported.

EMCC Device For EMCC to function properly, you cannot configure the same phone (device name)
Cannot Be in two clusters. Otherwise, login will fail due to the duplicate device error (37). For
Provisioned in More this reason, for cluster deployed with EMCC you should disable Autoregistration on
Than One Cluster all Unified Communication Manager nodes to prevent a new device being created in
the home cluster after EMCC logout.

Number of EMCC Cisco Unified Communications Manager can support a MaxPhones value of 60,000.
Devices
Include EMCC in the total number of devices that are supported in the cluster by
using the following calculation:
Phones + (2 x EMCC devices) = MaxPhones
Note EMCC login does not affect the number of licenses that are used in the
home cluster.

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Restriction Description
Visiting Device • If the home cluster administrator disables EMCC for a user while the user is
Logout Limitations logged in with EMCC, the system does not automatically log this user out.
Instead, the system does not allow future EMCC attempts by this user. The
current EMCC session continues until the user logs out.
• In the visiting cluster, the Phone Configuration window has a Log Out button
for extension mobility. This button is also used by the visiting cluster
administrator to log out an EMCC phone. Because the EMCC phone is not
currently registered with the visiting Cisco Unified Communications Manager,
this operation is like a database cleanup in the visiting cluster. The EMCC phone
remains registered with the home Cisco Unified Communications Manager until
the phone returns to the visiting cluster because of a reset or a logout from the
home cluster.

Visiting Device The extension mobility service in participating clusters performs a periodic remote
Login Limitations cluster update. The Remote Cluster Update Interval feature parameter controls the
update interval. The default interval is 30 minutes.
If the extension mobility service on cluster A does not receive a reply from a remote
cluster (such as cluster B) for this update, the Remote Cluster window for cluster A
shows that the Remote Activated service is set to False for cluster B.
In this case, the visiting cluster does not receive any response from the home cluster
and sets the Remote Activated values for the home cluster to False.
During this interval, a visiting phone may not be able to log in by using EMCC. The
visiting phone receives the “Login is unavailable” error message.
At this point, a login attempt to EMCC from a visiting phone can fail; the phone
displays the “Login is unavailable” error message. This error occurs because the
visiting cluster has not yet detected the change of the home cluster from out-of-service
to in-service.
Remote cluster status change is based on the value of the Remote Cluster Update
Interval EMCC feature parameter and on when the visiting extension mobility service
performed the last query or update.
You can select Update Remote Cluster Now in the Remote Cluster Service
Configuration window (Advanced Features > EMCC > EMCC Remote Cluster)
to change Remote Activate values to True, which also allows EMCC logins. Otherwise,
after the next periodic update cycle, EMCC logins by visiting phones will return to
normal.

EMCC Login Result for Different Cluster Versions with loginType

The following table shows the login result of the Extension Mobility Cross Cluster feature for different cluster
versions when the loginType parameter is used in the service URL.

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Table 35: EMCC Login Result for Different Cluster Versions with loginType

Visiting Cluster Version Home Cluster Version loginType in Visiting EMCC Login Result
Cluster EM URL*

12.0 12.0 Not mentioned (Default Success

URL)

12.0 12.0 UID, SP, or DN Success

12.0 11.5 and below Not mentioned (Default Success

URL)

12.0 11.5 and below UID, SP, or DN Fail

Fail with error code - 1 **

11.5 and below 12.0 Not mentioned (Default Success

URL)

11.5 and below 12.0 UID, SP, or DN *** Success

Note • * Following are the loginType parameter options:

• UID—Users login using User ID and PIN
• SP—Users login using Self Service User ID and PIN
• DN—Users login using Primary Extension and PIN

• ** Fail with error code - 1 — (When EMService could not parse the XML request from
EMApp/EMService)
• *** loginType will be ignored and User ID / PIN login prompt gets populated on the phone

Extension Mobility Cross Cluster and Security Mode for Different Cluster
Versions

Note Phone configuration files can be encrypted only if both the home cluster and visiting cluster versions are 9.x
or later, and when the TFTP encryption configuration flag is enabled.

During EMCC login, if both the visiting cluster and home cluster versions are in 9.x or later, the phone will
behave in various modes as shown in the following table.

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Table 36: Supported Security Modes When Both Visiting Cluster and Home Cluster Are In 9.x or later Versions

Home Home Cluster Visiting Cluster Visiting Cluster Visiting Phone EMCC Status
Cluster Mode Version Mode Mode
Version

9.x or Mixed 9.x or later Mixed Secure Secure EMCC

later

9.x or Mixed 9.x or later Mixed Non-secure Non-secure

later EMCC

9.x or Mixed 9.x or later Non-secure Non-secure Non-secure

later EMCC

9.x or Non-secure 9.x or later Mixed Secure Login fails

later

9.x or Non-secure 9.x or later Non-secure Non-secure Non-secure

later EMCC

During EMCC login, if the visiting cluster version is 8.x and the home cluster version is 9.x or later, the phone
will behave in various modes as shown in the following table.

Table 37: Supported Security Modes When Visiting Cluster Is In 8.x and Home Cluster Is In 9.x or later Version

Home Home Cluster Visiting Cluster Visiting Cluster Visiting Phone EMCC Status
Cluster Mode Version Mode Mode
Version

9.x or Mixed 8.x Mixed Secure Not supported

later

9.x or Mixed 8.x Mixed Non-secure Non-secure

later EMCC

9.x or Mixed 8.x Non-secure Non-secure Non-secure

later EMCC

9.x or Non-secure 8.x Mixed Secure Not supported

later

9.x or Non-secure 8.x Non-secure Non-secure Non-secure

later EMCC

During EMCC login, if the visiting cluster version is 9.x or later and the home cluster version is 8.x, the phone
will behave in various modes as shown in the following table.

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Table 38: Supported Security Modes When Visiting Cluster Is In 9.x or later and Home Cluster Is In 8.x Version

Home Home Cluster Visiting Cluster Visiting Cluster Visiting Phone EMCC Status
Cluster Mode Version Mode Mode
Version

8.x Mixed 9.x or later Mixed Secure Login fails

8.x Mixed 9.x or later Mixed Non-secure Non-secure

EMCC

8.x Mixed 9.x or later Non-secure Non-secure Non-secure

EMCC

8.x Non-secure 9.x or later Mixed Secure Login fails

8.x Non-secure 9.x or later Non-secure Secure Non-secure

EMCC

Extension Mobility Cross Cluster Troubleshooting

Extension Mobility Application Error Codes
Table 39: Extension Mobility Application Error Codes

Error Code Phone Display Quick Description Reason

201 Please try to login again Authentication Error If the user is an EMCC
(201) user, this error can occur
if “EMCC” is not
activated on the
Intercluster Service
Profile window.

202 Please try to login again Blank userid or pin The user enters a blank
(202) user ID or PIN.

204 Login is unavailable (204) Directory server error The EMApp sends this
error to the phone when
IMS could not
authenticate the user with
the given PIN.

205 Login is unavailable (205) User Profile Absent Occurs when the user
profile information cannot
Logout is unavailable
be retrieved from the
(205)
cache or the database.

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Error Code Phone Display Quick Description Reason

207 Login is unavailable(207) Device Name Empty Occurs when the device
or name tag is missing in
Logout is
the request URI. This
unavailable(207)
cannot happen with real
devices and can occur
only if the request is sent
from third-party
applications.

208 Login is unavailable(208) EMService Connection The visiting EMApp

Error cannot connect to any
Logout is
Visiting EMService. (The
unavailable(208)
service is down or not
activated.)
The visiting EMService
cannot connect to the
Home EMService (the
WAN is down or
certificates are not
trusted.)

210 Login is unavailable(210) Init Fail-Contact Admin An error (such as a

database connection
Logout is
failure) occurred while
unavailable(210)
initializing EMApp. The
error can occur because of
a failure to connect to the
database during startup.

211 Login is unavailable(211) EMCC Not Activated Occurs when the PSTN is
not activated in the
Logout is
Intercluster Service
unavailable(211)
Profile window of the
visiting cluster.

212 Login is unavailable(212) Cluster ID is invalid Occurs when a remote

cluster update fails by
sending an incorrect
cluster ID to the remote
cluster.

213 Login is unavailable(213) Device does not support Occurs when a device
EMCC does not support EMCC.
Logout is
unavailable(213)

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Extension Mobility Service Error Codes

Error Code Phone Display Quick Description Reason

215 LoginType invalid(215) Login Type is invalid Occurs when loginType

is invalid. The allowed
values are:
• SP for Self-service
User ID
• DN for Primary
Extension
• UID for User ID

216 DN has multiple DN has multiple users Occurs when the

users(216) Extension used for EM
login is assigned for
multiple users as Primary.

Extension Mobility Service Error Codes

Table 40: Extension Mobility Service Error Codes

Error Code Phone Display Quick Description Reason

0 Login is unavailable(0) Unknown Error The EMService failed for

an unknown reason.
Logout is unavailable(0)

1 Login is unavailable(1) Error on parsing When the EMService

cannot parse the XML
Logout is unavailable(1)
request from the EMApp
or EMService. This error
occurs when third-party
applications send an
incorrect query to login
XML (EM API). The
error can also occur
because of a version
mismatch between home
and visiting clusters.

2 Login is unavailable(2) EMCC Authentication The EMCC user

Error credentials cannot be
authenticated because the
user entered an incorrect
PIN.

3 Login is unavailable(3) Invalid App User Invalid application user.

This error commonly
Logout is unavailable(3)
occurs because of the EM
API.

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Extension Mobility Service Error Codes

Error Code Phone Display Quick Description Reason

4 Login is unavailable(4) Policy Validation error The EM Service sends

this error when it cannot
Logout is unavailable(4)
validate the login or
logout request because of
an unknown reason, an
error while querying the
database or an error while
retrieving information
from the cache.

5 Login is unavailable(5) Dev. logon disabled A user logs into a device

that has Enable
Logout is unavailable(5)
Extension Mobility
unchecked in the Phone
Configuration window.

6 Login is unavailable(6) Database Error Whenever the database

returns an exception while
Logout is unavailable(6)
executing the query or
stored procedure that the
EM Service requests
(login/logout or
device/user query), the
EM Service sends this
error code to EMApp.

8 Login is unavailable(8) Query type undetermined No valid query was sent

to the EMService
Logout is unavailable(8)
(DeviceUserQuery and
UserDeviceQuery are
valid ones). This error
occurs because of the EM
API or incorrect XML
input.

9 Login is unavailable(9) Dir. User Info Error This error appears in two
cases:
Logout is unavailable(9)
1. IMS returns an
exception when it
attempts to
authenticate a user.
2. When information
about a user cannot be
retrieved either from
the cache or database.

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Error Code Phone Display Quick Description Reason

10 Login is unavailable(10) User lacks app proxy The user tries to log in on
rights behalf of another user. By
Logout is unavailable(10)
default, a CCMSysUser
has administrative rights.

11 Login is unavailable(11) Device Does not exist The phone record entry is
absent in the device table.
Logout is unavailable(11)

12 Phone record entry is Dev. Profile not found No device profile is

absent in the device table associated with the remote
user.

18 Login is unavailable(18) Another user logged in Another user is already

logged in on the phone.

19 Logout is unavailable(19) No user logged in The system attempted to

log out a user who has not
logged in. This error
occurs when sending
logout requests from
third-party applications
(EM API).

20 Login is unavailable(20) Hoteling flag error Enable Extension

Mobility is unchecked in
Logout is unavailable(20)
the Phone Configuration
window.

21 Login is unavailable(21) Hoteling Status error The current user status

was not retrieved from
Logout is unavailable(21)
either the local cache or
database.

22 Login is unavailable(22) Dev. logon disabled Occurs when EM is not

enabled on device and the
request is sent via EM
API or when the services
button is pressed on
phone.

23 Login is Unavailable (23) User does not exist Occurs when the given
user ID is not found (in
Logout is Unavailable
any of the remote
(23)
clusters).

25 Multi-Login Not Allowed User logged in elsewhere The user is currently

(25) logged in to some other
phone either in the local
cluster or remote cluster.

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Error Code Phone Display Quick Description Reason

26 Login is unavailable(26) Busy, please try again Occurs when the

EMService has currently
Logout is unavailable(26)
reached the threshold
level of Maximum
Concurrent Requests
service parameter.

28 Login is unavailable(28) Untrusted IP Error Occurs when the Validate

IP Address service
Logout is unavailable(28)
parameter is set to True
and the user tries to log in
or log out from a machine
whose IP address is not
trusted. For example, a
third-party application or
EM API from a machine
is not listed in the Trusted
List of Ips service
parameter.

29 Login is unavailable(29) ris down-contact admin The Real-Time

Information Server Data
Logout is unavailable(29)
Collector (RISDC) cache
is not created or
initialized, and the
EMService is unable to
connect to RISDC.

30 Login is unavailable(30) Proxy not allowed When login and logout

occur through proxy
Logout is unavailable(30)
(“Via” is set in HTTP
header) and the Allow
Proxy service parameter
is set to False.

31 Login is unavailable(31) EMCC Not Activated for Occurs when the Enable
the user Extension Mobility
Logout is unavailable(31)
Cross Cluster check box
is not checked in the End
User Configuration
window of the home
cluster.

32 Login is unavailable(32) Device does not support Occurs when a device

EMCC model does not have
Logout is unavailable(32)
EMCC capability.

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Error Code Phone Display Quick Description Reason

33 Login is unavailable(33) No free EMCC dummy Occurs when all the

device EMCC dummy devices
Logout is unavailable(33)
are in use by other EMCC
logins.

35 Login is unavailable(35) Visiting Cluster Occurs when the home

Information is not present cluster does not have an
Logout is unavailable(35)
in Home Cluster entry for this visiting
cluster.

36 Login is unavailable(36) No Remote Cluster Occurs when the

administrator has not
Logout is unavailable(36)
added a remote cluster.

37 Login is Unavailable (37) Duplicate Device Name Occurs when the same
device name exists in both
Logout is Unavailable
the home cluster and
(37)
visiting cluster.

38 Login is unavailable(38) EMCC Not Allowed Occurs when the home

cluster does not want to
Logout is unavailable(38)
allow EMCC login (The
Enable Extension
Mobility Cross Cluster
check box is not checked
in the home cluster).

39 Please try to login again Configuration Issue Occurs when the Default
(201) TFTP Server and
Backup TFTP Server for
EMCC login device are
not set properly in EMCC
Feature Configuration
Page.
Note This is internal
error code.

40 Please try to login again No Response from Occurs when response not
(23) Remote Host getting from Remote
Host.
Note This is internal
error code.

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Error Code Phone Display Quick Description Reason

41 PIN change is required PIN change is required Occurs when admin

enables User Must
Change at Next Login
for PIN. In that case user
is redirected to Change
credentials page.
Note This is internal
error code.

42 Login is unavailable(42) Invalid ClusterID Occurs when the remote

cluster ID is not valid.
Logout is unavailable(42)
This error can occur
during a remote cluster
update.

43 Login is unavailable(43) Device Security mode The Device Security

error Profile that is associated
to the EMCC device
should be set to
Nonsecure for its Device
Security Mode.

44 Please try to login again Configuration Issue Occurs when the cluster
(201) ID is not valid.
Note This is internal
error code.

45 Login is unsuccessful(45) Remote Cluster version Occurs during EMCC

not supported login when the visiting
cluster version is 9.x and
is in mixed mode, the
phone is in secure mode,
and the home cluster
version is 8.x.

46 Login is unsuccessful(46) Remote Cluster security Occurs during EMCC

mode not supported login when the visiting
cluster security mode is in
mixed mode, the phone is
in secure mode, and the
home cluster is in
nonsecure mode.

47 DN has multiple users(47) DN has multiple users Occurs during EMCC

login when the Extension
used for login is assigned
for multiple users as
Primary.

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 CHAPTER 31
Extension Mobility Roaming Across Clusters

Note To deploy Extension Mobility Roaming Across Clusters, you must be running a minimum release of Cisco
Unified Communications Manager 12.0(1)SU1.

• Extension Mobility Roaming Across Clusters Overview, on page 421

• System Requirements for Extension Mobility Roaming Across Clusters, on page 422
• Extension Mobility Roaming Across Clusters Login, on page 422
• ILS Interaction, on page 425
• Extension Mobility Roaming Across Clusters Task Flow, on page 425
• Extension Mobility Roaming Across Clusters Interactions and Restrictions, on page 430
• Different Types of Extension Mobility, on page 430
• Extension Mobility Roaming Across Clusters Troubleshooting, on page 431

Extension Mobility Roaming Across Clusters Overview

Extension Mobility Roaming Across Clusters gives users the ability to roam across multiple cluster and make
or receive calls even when the user's home cluster is down. This feature leverages the Intercluster Lookup
Service (ILS) to replicate Extension Mobility users' directory numbers across all the clusters.
When a user logs in to a roaming cluster, their phone registers to the roaming cluster using the directory
number. Unlike Extension Mobility Cross Cluster (EMCC), where the phone from the visiting cluster registers
to the home cluster, the roaming feature allows the user to maintain their registration in whichever cluster
they are visiting.

Configuration Overview
To deploy this feature, you must do the following:
• Set up an ILS network - ILS is used to synchronize directory number across the clusters.
For details on configuring ILS, see the Configure Intercluster Lookup Service chapter in the System
Configuration Guide for Cisco Unified communications Manager at https://www.cisco.com/c/en/us/
support/unified-communications/unified-communications-manager-callmanager/
products-installation-and-configuration-guides-list.html
• Set up a uniform dial plan - you require a uniform dial plan across the ILS network.

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To set up a dial plan, see Configure the Dial Plan chapter in the System Configuration Guide for Cisco
Unified Communications Manager at https://www.cisco.com/c/en/us/support/unified-communications/
unified-communications-manager-callmanager/products-installation-and-configuration-guides-list.html
• Device profile and user information must be synced in all the clusters.
• Configure Extension Mobility.
• Configure Roaming access to your Extension Mobility users.
• Super User Synchronization Tool - to synchronize the superuser information across the clusters.

System Requirements for Extension Mobility Roaming Across

Clusters
The following system requirements exist for Cisco Unified Communications Manager:
• Cisco Unified Communications Manager, Release 12.0(1)SU1 or higher.
• Cisco Extension Mobility service must be running.
• Intercluster Lookup Service must be running.

Extension Mobility Roaming Across Clusters Login

Login Terminology
The following figure depicts the home cluster versus roaming cluster in Extension Mobility Roaming across
Cluster.
Figure 5: Home Cluster vs. Roaming Cluster

Home Cluster
Home cluster is a cluster, where the user configuration such as User Device profile, Dial Plans reside
here.
Roaming Cluster
Roaming cluster is a cluster, where users can do the Extension Mobility login to any Extension Mobility
capable phone just like in their home cluster.

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Superuser
A superuser is a user, who is associated to the Standard EM Roaming Across Clusters Super Users
access control group. This user has a privilege to do the Extension Mobility login from a roaming cluster
and can make or receive calls.

Note • Superuser information must be shared across all the clusters irrespective of the cluster in which user
is logging-in.
• A web-based application called Super User Synchronization Tool is provided to synchronize the
superuser information across the clusters. This sync happens during a scheduled sync time that
admin can configure on the tool. You can download the Super User Synchronization Tool from
https://software.cisco.com.

Login Process
Cisco Unified Communications Manager supports the Extension Mobility login for a superuser created across
multiple clusters. Extension Mobility login, in the roaming cluster allows superuser to access their phone
settings, such as line appearances, services, dial plans. A superuser can make or receive calls from the roaming
cluster, in the same way as they do in the home cluster.
Figure 6: Call Flow When a User Is in Home Cluster

In the preceding figure, let us assume Bob's DN as 1000-001, Alice's DN as 2000-001 and Kally's DN as
3000-001 registered with Cluster 1, 2 and 3 respectively. When Kally dials Bob's DN 1000-001, Cluster 3
routes the call to Cluster 1 and Bob and Kally are connected.

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Figure 7: Call Flow When User Is in Roaming Cluster

Let us assume Bob's home cluster is down and Bob is configured as superuser who can roam across the
clusters. When Bob moves to Cluster 2 and does Extension Mobility Login, hosting phone gets re-registered
with Bob's settings. Once the login is successful, all other clusters are updated with Bob's new location. Now
when Kally dials Bob's DN 1000-01, Cluster 3 routes the call to Cluster 2 and Bob and Kally are connected.
Similarly, Bob can call Kally by dialing DN 3000-001.

Note • If a superuser did the Extension Mobility login to another cluster, user will automatically log out from
the home cluster. If the cluster is down, it waits until the cluster is up to log out from the user's previous
login.
• Extension Mobility Roaming Across Clusters supports the multi login behavior. Hence, superuser can
login from multiple devices within the same cluster but not across the clusters.

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ILS Interaction

ILS Interaction
In Cisco Unified CM Administration, you can configure ILS on a pair of clusters and then join those clusters
to form an ILS network. Once you have established the ILS network, you can join additional clusters to the
network without having to configure the connections between each cluster.
Whenever Extension Mobility login or logout occurs, ILS sync starts to update the available information to
other clusters.

Note Configuring user as superuser automatically initiates the ILS sync irrespective of Directory Number
configuration for ILS.

For more information, see the Configure Intercluster Lookup Service chapter in the System Configuration
Guide for Cisco Unified Communications Manager at https://www.cisco.com/c/en/us/support/
unified-communications/unified-communications-manager-callmanager/
products-installation-and-configuration-guides-list.html.

Extension Mobility Roaming Across Clusters Task Flow

Procedure

Command or Action Purpose

Step 1 Generate a Phone Feature List, on page 1 Generate a report to identify devices that
support the Extension Mobility feature.

Step 2 Configure Extension Mobility by completing, Configure Extension Mobility to allow users to
the following subtasks in order: temporarily access their phone settings, such as
line appearances, services, and speed dials, from
• Activate Extension Mobility Services, on
other phones when they login from remote
page 372
cluster. Perform this task flow on both home
• Configure the Cisco Extension Mobility and remote clusters, so that users will be able
Phone Service, on page 373 to access settings from either a home or remote
• Create an Extension Mobility Device cluster.
Profile for Users, on page 374
• Associate a Device Profile to a User, on
page 374
• Subscribe to Extension Mobility, on page
375

Step 3 Configure Roaming for Extension Mobility Use this procedure to give Extension Mobility
Users, on page 429 users the ability to roam between different
clusters in an ILS network, while using the same
login credentials.

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Generate a Phone Feature List

Generate a Phone Feature List

Generate a phone feature list report to determine which devices support the feature that you want to configure.

Procedure

Step 1 From Cisco Unified CM Administration, choose System Reports.

Step 2 From the list of reports, click Unified CM Phone Feature List.
Step 3 Perform one of the following steps:
• Choose Generate New Report (the bar chart icon) to generate a new report.
• Choose Unified CM Phone Feature List if a report exists.

Step 4 From the Product drop-down list, choose All.

Step 5 Click the name of the feature that you want to configure.
Step 6 Click Submit, to generate the report.

Activate Extension Mobility Services

Procedure

Step 1 From Cisco Unified Serviceability, choose Tools > Service Activation.
Step 2 From the Server drop-down list, choose the requried node.
Step 3 Activate the following services:
a) Cisco CallManager
b) Cisco Tftp
c) Cisco Extension Mobility
d) ILS Service
Note You must choose publisher node to activate the ILS services.

Step 4 Click Save.

Step 5 Click OK.

Configure the Cisco Extension Mobility Phone Service

Configure the extension mobility IP phone service to which users can later subscribe to access extension
mobility.

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Create an Extension Mobility Device Profile for Users

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Phone Services.
Step 2 Click Add New.
Step 3 In the Service Name field, enter a name for the service.
Step 4 In the Service URL field, enter the Service URL.
The format is http://<IP Address>:8080/emapp/EMAppServlet?device=#DEVICENAME#.
IP Address is the IP address of the Unified Communications Manager where Cisco Extension Mobility
is activated and running.
It can either be a IPv4 or a IPv6 address.
Example:
http://123.45.67.89:8080/emapp/EMAppServlet?device=#DEVICENAME#
Example:
http://[2001:0001:0001:0067:0000:0000:0000:0134]:8080/emapp/EMAppServlet?device=#DEVICENAME#
This format allows a user to sign-in using User ID and PIN. You can configure more sign-in options for IP
phone users who have subscribed to the extension mobility service. To configure more sign-in options, append
the loginType parameter to the Service URL, in the following formats:
• loginType=DN enables users to sign in using Primary Extension and PIN.
The Service URL format is:http://<IP
Address>:8080/emapp/EMAppServlet?device=#DEVICENAME#&loginType=DN.
• loginType=SP enables users to sign in using Self Service User ID and PIN.
The Service URL format is:http://<IP
Address>:8080/emapp/EMAppServlet?device=#DEVICENAME#&loginType=SP.
• loginType=UID enables users to sign in using User ID and PIN.
The Service URL format is:http://<IP
Address>:8080/emapp/EMAppServlet?device=#DEVICENAME#&loginType=UID.

If you do not append loginType to the end of the URL, the default sign-in option displayed is User ID and
PIN.

Step 5 In the Service Type field, choose whether the service is provisioned to the Services, Directories, or Messages
button.
Step 6 Click Save.

Create an Extension Mobility Device Profile for Users

Configure an extension mobility device profile. This profile acts as a virtual device that maps onto a physical
device when a user logs in to extension mobility. The physical device takes on the characteristics in this
profile.

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Associate a Device Profile to a User

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Device Profile.
Step 2 Perform one of the following tasks:
• Click Find to modify the settings and choose an existing device profile from the resulting list.
• Click Add New to add a new device profile and choose an option from the Device Profile Type. Click
Next.
• Choose a device protocol from the Device Protocol drop-down list and click Next.

Step 3 Configure the fields. For more information on the fields and their configuration options, see Online Help.
Step 4 Click Save.
Step 5 From the Association Information section, click Add a new DN.
Step 6 In the Directory Number field, enter the directory number and click Save.
Step 7 Click Reset and follow the prompts.

Associate a Device Profile to a User

Associate a device profile to users so that they can access their settings from a different phone. You associate
a user device profile to a user in the same way that you associate a physical device.

Tip You can use the Bulk Administration Tool (BAT) to add and delete several user device profiles for Cisco
Extension Mobility at one time. See the Bulk Administration Guide for Cisco Unified Communications
Manager.

Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > End User.
Step 2 Perform one of the following tasks:
• Click Find to modify the settings for an existing user, enter search criteria, and choosing an existing user
from the resulting list.
• Click Add New to add a new user.

Step 3 Under Extension Mobility, locate the device profile that you created and move it from Available Profiles
to Controlled Profiles.
Step 4 Check the Home Cluster check box.
Step 5 Click Save.

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Subscribe to Extension Mobility

Subscribe to Extension Mobility

Subscribe IP phones and device profiles to the extension mobility service so that users can log in, use, and
log out of extension mobility.

Procedure

Step 1 Perform one of the following tasks from Cisco Unified CM Administration:
• Choose Device > Phone, specify search criteria, click Find, and choose a phone which users will use
for extension mobility.
• Choose Device > Device Settings > Device Profile, specify search criteria, click Find, and choose the
device profile that you created.

Step 2 From the Related Links drop-down list, choose Subscribe/Unsubscribe Services, and then click Go.
Step 3 From the Select a Service drop-down list, choose the Extension Mobility service.
Step 4 Click Next.
Step 5 Click Subscribe.
Step 6 Click Save and close the popup window.

Configure Roaming for Extension Mobility Users

Use this procedure to give Extension Mobility users the ability to roam between different clusters in an ILS
network, while using the same login credentials. To do this, you must assign the selected users to the Standard
EM Roaming Across Clusters Super Users access control group.

Before you begin

An ILS network must have been set up as ILS is used to replicate user and login information across the clusters.

Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > User Settings > Access Control
Group.
Step 2 Click Find and select the Standard EM Roaming Across Clusters Super Users group.
Step 3 Click Add End Users to Group button. The Find and List Users pop-up window appears.
Step 4 Click Find and select all the users to whom you want to provide roaming ability.
Step 5 Click Add Selected.

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Extension Mobility Roaming Across Clusters Interactions and Restrictions

Extension Mobility Roaming Across Clusters Interactions and

Restrictions
Extension Mobility Roaming Across Clusters Interactions
This section lists the interactions of the Extension Mobility Roaming across Cluster with other Cisco Unified
Communications Manager Administration components.
• Extension Mobility
• Inter-Cluster Lookup Service (ILS)

Extension Mobility Roaming Across Clusters Restrictions

This section lists the restrictions of the Extension Mobility Roaming across Cluster with other Cisco Unified
Communications Manager Administration components.
• If the hub ILS is down, the spokes connected to it will not synchronize until the hub is back.

Different Types of Extension Mobility

The following table lists the different types of Extension Mobility features available in Cisco Unified
Communications Manager and their differences.

Table 41: Differences Between EM, EMCC, and Extension Mobility Roaming Across Cluster

Extension Mobility (EM) Extension Mobility Cross Extension Mobility

Cluster (EMCC) Roaming Across Cluster

Description Allows users to Allows users to access Allows user to roam

temporarily access their their phone settings from across other clusters using
phone settings from other a phone in another cluster. own login credentials.
phones in the same
cluster.

When the user logs in to N/A The remote cluster phone The roaming cluster
a phone in another cluster registers to the user’s phone registers in the
home cluster, accessing roaming cluster only.
the settings in the home
cluster.

Intercluster Single cluster only Multiple clusters Multiple clusters

Configuration Single cluster only EMCC must be Extension Mobility

configured in the home Roaming must be
cluster and each cluster configured in all the
that the user visit. cluster.

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Extension Mobility Roaming Across Clusters Troubleshooting

Extension Mobility (EM) Extension Mobility Cross Extension Mobility

Cluster (EMCC) Roaming Across Cluster

User Information Single cluster only Must be maintained in all Superuser information
clusters. maintained in all the
cluster.

Extension Mobility Roaming Across Clusters Troubleshooting

This section provides information about error codes for EMApp and EMService.

Authentication Error
Problem “Error 201 Authentication Error” appears on the phone.

Solution The user should check that the correct user ID and PIN were entered; the user should check with the
system administrator that the user ID and PIN are correct.

Blank User ID or PIN

Problem “Error 202 Blank User ID or PIN” appears on the phone.

Solution Enter a valid user ID and PIN.

Busy Please Try Again

Problem “Error 26 Busy Please Try Again” appears on the phone.

Solution Check whether the number of concurrent login and logout requests is greater than the Maximum
Concurrent requests service parameter. If so, lower the number of concurrent requests.

Note To verify the number of concurrent login and logout requests, use the Cisco Unified Real-Time Monitoring
Tool to view the Requests In Progress counter in the Extension Mobility object. For more information, see
the Cisco Unified Real-Time Monitoring Tool Administration Guide at http://www.cisco.com/c/en/us/support/
unified-communications/unified-communications-manager-callmanager/products-maintenance-guides-list.html

Database Error
Problem “Error 6 Database Error” appears on the phone.

Solution Check whether a large number of requests exists. If a large number of requests exists, the Requests
In Progress counter in the Extension Mobility object counter shows a high value. If the requests are rejected
because of a large number of concurrent requests, the Requests Throttled counter also shows a high value.
Collect detailed database logs.

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Dev Logon Disabled

Dev Logon Disabled

Problem “Error 22 Dev Logon Disabled” appears on the phone.

Solution Verify that you checked the Enable Extension Mobility check box in the Phone Configuration
window (Device > Phone).

Device Name Empty

Problem “Error 207 Device Name Empty” appears on the phone.

Solution Check that the URL that is configured for Cisco Extension Mobility is correct. See the Related Topics
section for more information.
Related Topics
Configure the Cisco Extension Mobility Phone Service, on page 373

EM Service Connection Error

Problem “Error 207 EM Service Connection Error” appears on the phone.

Solution Verify that the Cisco Extension Mobility service is running by selecting Tools > Control
Center—Feature in Cisco Unified Serviceability.

Host Not Found

Problem The “Host Not Found” error message appears on the phone.

Solution Check that the Cisco Tomcat service is running by selecting Tools > Control Center—Network
Services in CIsco Unified Serviceability.

HTTP Error
Problem HTTP Error (503) appears on the phone.

Solution

• If you get this error when you press the Services button, check that the Cisco IP Phone Services service
is running by selecting Tools > Control Center—Network Services in Cisco Unified Serviceability.
• If you get this error when you select Extension Mobility service, check that the Cisco Extension Mobility
Application service is running by selecting Tools > Control Center—Network Services in Cisco Unified
Serviceability.

Phone Resets
Problem After users log in or log out, their phones reset instead of restarting.

Possible Cause Locale change is the probable cause of the reset.

Solution No action is required. If the user locale that is associated with the logged-in user or profile is not the
same as the locale or device, after a successful login the phone will restart and then reset. This pattern occurs
because the phone configuration file is rebuilt.

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Phone Services Unavailable After Login

Phone Services Unavailable After Login

Problem After logging in, the user finds that the phone services are not available.

Possible Cause This problem occurs because the user profile had no services associated with it when it
was loaded on the phone.
Solution

• Ensure that the user profile includes the Cisco Extension Mobility service.
• Change the configuration of the phone where the user is logged in to include Cisco Extension Mobility.
After the phone is updated, the user can access the phone services.

Phone Services Unavailable After Logout

Problem After a user logs out and the phone reverts to the default device profile, the phone services are no
longer available.
Solution

• Verify that the Synchronization Between Auto Device Profile and Phone Configuration enterprise
parameter is set to True.
• Subscribe the phone to the Cisco Extension Mobility service.

User Logged in Elsewhere

Problem “Error 25 User Logged in Elsewhere” appears on the phone.

Solution Check whether the user is logged in to another phone. If multiple logins must be allowed, ensure that
the Multiple Login Behavior service parameter is set to Multiple Logins Allowed.

User Profile Absent

Problem “Error 205 User Profile Absent” appears on the phone.

Solution Associate a device profile to the user.

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User Profile Absent

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Hold Reversion
• Hold Reversion Overview, on page 435
• Hold Reversion Prerequisites, on page 435
• Hold Reversion Configuration Task Flow, on page 436
• Hold Reversion Interactions, on page 439
• Hold Reversion Restrictions, on page 440

Hold Reversion Overview

When you place a call on hold, the Hold Reversion feature alerts you when the held call exceeds a configured
time limit. When the configured time limit expires, an alert is generated on your phone to remind you to handle
the call.
The following alerts are available:
• The Phone rings or beeps once
• The status line displays “Hold Reversion”
• The LED next to the line button flashes continuously
• A vibrating handset icon displays

Note The type of alert that you receive depends on the capabilities of your phone.

To retrieve a reverted call, you can:

• Pick up the handset
• Press the speaker button on the phone
• Press the headset button
• Select the line that is associated with the reverted call
• Press the Resume softkey
For details, see the user guide for your particular phone model.

Hold Reversion Prerequisites

• Cisco CallManager service must be running on at least one node in the cluster

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Hold Reversion Configuration Task Flow

• Cisco CTIManager service must be running on at least one node in the cluster
• Cisco Database Layer Monitor service must be running on the same node as the Cisco CallManager
service
• Cisco RIS Data Collector service must be running on the same node as the Cisco CallManager service
• Cisco Tftp service must be running on at least one node in the cluster
• Cisco Unified Communications Manager Locale Installer must be installed, if you want to use non-English
phone locales or country-specific tones

Hold Reversion Configuration Task Flow

Perform the following steps to configure Hold Reversion for your phones. This procedure assumes that you
have configured directory numbers for phones, or that you are using auto-registration.

Before you begin

• If phone users want the hold reversion messages to display in a language other than English, or if you
want the user to receive country-specific tones for calls, verify that you have installed the locale installer.
• Review Hold Reversion Prerequisites, on page 435

Procedure

Command or Action Purpose

Step 1 Generate a Phone Feature List, on page 1 Run a phone feature list report to determine
which phones support the Hold Reversion
feature.

Step 2 Configure Call Focus Priority for Hold Configure the call focus priority setting against
Reversion, on page 436 the device pool for your phones.
Step 3 Perform one of the following procedures: Configure the Hold Reversion timer settings.
You can configure the timer using a clusterwide
• Configure Hold Reversion Timer Defaults
service parameter, or configure the settings on
for Cluster, on page 437
an individual phone line.
• Configure Hold Reversion Timer Settings
for Phone, on page 438 Note The settings on an individual phone
line override the clusterwide service
parameter settings.

Configure Call Focus Priority for Hold Reversion

As an administrator, you can prioritize incoming calls and reverted calls. By default, all incoming calls are
handled before reverted calls, however you can change the call focus priority so that reverted calls take
precedence.

Before you begin

Generate a Phone Feature List, on page 1

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Configure Hold Reversion Timer Defaults for Cluster

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Device Pool and open the device pool that applies
to your phones.
Step 2 In the Reverted Call Focus Priority field, choose one of the following options and click Save:
• Default—Incoming calls have priority over reverted calls.
• Highest—Reverted calls have priority over incoming calls.

Step 3 Click Save.

Step 4 Reset any devices in the Device Pool by performing the following steps:
a) Click Reset. The Device Reset window displays.
b) In the Device Reset window, click Reset.

What to do next
Perform one of the following procedures to configure Hold Reversion Timer Settings:
• Configure Hold Reversion Timer Defaults for Cluster, on page 437
• Configure Hold Reversion Timer Settings for Phone, on page 438

Configure Hold Reversion Timer Defaults for Cluster

Perform this procedure to configure clusterwide service parameters that apply hold reversion timer default
settings for all phones in the cluster.

Note When you configure the clusterwide service parameters, the configuration is applied as the default hold
reversion setting for all phones in the cluster. However, the settings on an individual phone line can override
the clusterwide defaults.

Before you begin

Configure Call Focus Priority for Hold Reversion, on page 436

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose the server that is running the CallManager service.
Step 3 From the Service drop-down list, choose Cisco CallManager.
Step 4 Configure values for the following clusterwide service parameters:
• Hold Reversion Duration—Enter a number from 0 to 1200 (inclusive) to specify the wait time in seconds
before Cisco Unified Communications Manager issues a reverted call alert to the holding party phone.

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If you enter 0, Cisco Unified Communications Manager does not issue reverted call alerts, unless it is
configured on a phone line.
• Hold Reversion Interval Notification—Enter a number from 0 to 1200 (inclusive) to specify the wait
time in seconds before Cisco Unified Communications Manager sends periodic reminder alerts to the
holding party phone. If you enter 0, Cisco Unified Communications Manager does not send periodic
reminder alerts unless the timer is configured on a phone line.

Step 5 Click Save.

Configure Hold Reversion Timer Settings for Phone

Perform this procedure to configure Hold Reversion timer settings for a phone and phone line.

Note You can also configure Hold Reversion timer settings using a clusterwide service parameter. However, the
settings on an individual phone line override the clusterwide service parameter setting.

Before you begin

Perform Configure Hold Reversion Timer Defaults for Cluster, on page 437 to configure Hold Reversion
clusterwide defaults.

Procedure

Step 1 In Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find and select the phone on which you want to configure Hold Reversion.
Step 3 In the Association pane on the left, click the phone line on which you want to configure Hold Reversion.
Step 4 Configure values for the following fields:
• Hold Reversion Ring Duration—Enter a number from 0 to 1200 (inclusive) to specify the wait time
in seconds before Cisco Unified Communications Manager issues a reverted call alert. If you enter 0,
Cisco Unified Communications Manager does not issue reverted call alerts to this DN. If you leave the
field empty (the default setting), Cisco Unified Communications Manager applies the setting from the
Hold Reversion Duration service parameter.
• Hold Reversion Ring Interval Notification—Enter a number from 0 to 1200 (inclusive) to specify the
wait time in seconds before Cisco Unified Communications Manager sends periodic reminder alerts. If
you enter 0, Cisco Unified Communications Manager does not send periodic reminder alerts to this DN.
If you leave the field empty (the default setting), Cisco Unified Communications Manager applies the
setting from the Hold Reversion Interval Notification service parameter.

Step 5 Click Save.

Step 6 Reset the phone by performing the following steps:
a) Click Reset. The Reset Device window displays.
b) Click Reset.

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Hold Reversion Interactions

Hold Reversion Interactions

Table 42: Hold Reversion Feature Interactions

Feature Interactions

Music on Hold MOH is supported on a reverted call if MOH is configured for a normal held call.

Call Park If hold reversion is invoked and the held party presses the Park softkey, the holding
party still receives hold reversion alerts and can retrieve the call. When the holding
party retrieves the call, the holding party receives MOH, if configured.
If the held party parks before the hold duration exceeds the configured time limit, the
system suppresses all hold reversion alerts until the call is picked up or redirected.

MLPP When a multilevel precedence and preemption (MLPP) call is put on hold and reverts,
the MLPP call loses its preemption status, and the reverted call gets treated as a routine
call.
After the call reverts, the system does not play a preemption ring. If a high precedence
call becomes a reverted call, the system does not play a precedence tone.

CTI Applications CTI applications can access hold reversion functionality when the feature is enabled
for a line or the system. Cisco-provided applications such as Cisco Unified
Communications Manager Assistant and attendant console provide hold reversion
functionality using the CTI interface.
When hold reversion gets invoked, the CTI port receives event notification instead of
the audible tone presented on Cisco Unified IP Phones. CTI ports and route points
receive the event notification once only, whereas Cisco Unified IP Phones receive
alerts at regular intervals.
See the following API documents for information about CTI requirements and
interactions with hold reversion:
• Cisco Unified Communications JTAPI Developer Guide
• Cisco Unified Communications TAPI Developer Guide

Hold Reversion SCCP phones support a minimum Hold Reversion Notification Interval (HRNI) of 5
Interval for SCCP seconds, whereas SIP phones support a minimum of 10 seconds. SCCP phones set
phones when for the minimum HRNI of 5 seconds may experience a Hold Reversion Notification
interacting with SIP ring delay of 10 seconds when handling calls involving SIP phones.
Phones

Shared Lines If a Cisco Unified IP Phone that supports hold reversion shares a line with a phone
device that does not support hold reversion, the hold reversion configuration settings
display only for the line on the supporting device.
If a shared line device disables the feature, hold reversion gets disabled on all other
devices that share the line.

Ring Settings If the ring settings that are configured for the phone specify Disabled, the phone does
not ring, flash, or beep for the hold reversion feature.

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Hold Reversion Restrictions

Hold Reversion Restrictions

Feature Restriction

Cisco Extension Mobility Cisco Extension Mobility and Cisco Web Dialer features do not support the hold
and Cisco Web Dialer reversion feature.

Directory numbers If a directory number is associated to a phone that does not support hold reversion,
the feature settings do not display for that directory number in the Directory
Number Configuration window.

Shared lines If a Cisco Unified IP Phone that supports hold reversion shares a line with a
phone device that does not support hold reversion, the hold reversion configuration
settings display only for the line on the supporting device.
If a shared-line device disables this feature, hold reversion gets disabled on all
other devices that share this line.

Ring settings Hold reversion ring uses the ring settings that Cisco Unified Communications
Manager Administration defines for that user (disable, flash only, ring once, ring,
beep only) except that flash gets converted to flash once, and ring gets converted
to ring once.
Note When an IP Phone call is on normal hold, the ring settings (Phone
Idle) from the Call Manager is applied.

Maximum number of The maximum number of reverted calls on a line equals the maximum number
reverted calls of calls on your system.

Cisco Unified IP Phones You cannot configure hold reversion settings for DNs that are associated with
phones that do not support this feature. Only Cisco Unified IP Phones that support
the hold reversion feature display the hold reversion timer settings in the Directory
Number Configuration window.
When Hold Reversion is configured for the system, the phone must support the
feature or the feature does not activate.
See Cisco Unified IP Phone administration guides for Cisco Unified IP Phone
models that support hold reversion and this version of Unified Communications
Manager for any phone restrictions with hold reversion.

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 CHAPTER 33
Accessing Hunt Groups
• Hunt Group Overview, on page 441
• Hunt Group Prerequisites, on page 442
• Hunt Group Configuration Task Flow, on page 442
• Hunt Group Interactions, on page 447
• Hunt Group Restrictions, on page 448

Hunt Group Overview

A Hunt Group is a group of lines that are organized hierarchically, so that if the first number in the hunt group
list is busy, the system dials the second number. If the second number is busy, the system dials the next number,
and so on.
The phone users can log in to or log out of the hunt groups by using the HLog softkey or the Hunt Group line
button on the IP phone. The phone provides a visual status of the login state, so that the user can determine
whether they are logged in to one or more of their line groups.
The Hunt Group feature provides the following functions:
• The HLog softkey on the IP phone allows the user to toggle between login and logout of phone.
• A hunt group allows a caller to automatically find an available line from amongst a group of extensions.
• The Hunt Group Log Off feature allows phone users to prevent their phones from receiving incoming
calls that get routed to directory numbers. Regardless of the phone status, the phone rings normally for
incoming calls that are not calls to one or more line groups associated with the phone.

Note The directory numbers (DNs) belong to line groups that are associated with the
phone.

• System administrators can log in or log out the users from the phones that are automatically logged into
hunt groups.
• The HLog softkey allows a phone user to log a phone out of all line groups to which the phone directory
numbers belong.

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Hunt Group Prerequisites

• From Cisco Unified Communications Manager Release 9.0 onward, the Hunt Group Log Off feature
enables the use of mobile device as a desk phone. When you use the Hlog softkey through your mobile
client, you no longer receive calls that are placed to the hunt pilot.

Hunt Group Prerequisites

• The phones must be running Skinny Client Control Protocol (SCCP) or Session Initiation Protocol (SIP).
• The phone ringtone file must be located in the TFTP directory (/usr/local/cm/tftp).

Hunt Group Configuration Task Flow

Before you begin
• Review Hunt Group Prerequisites, on page 442

Procedure

Command or Action Purpose

Step 1 Configure a Softkey Template for Hunt Group, Configure a softkey template for the HLog
on page 443 softkey.

Step 2 To Associate a Softkey Template with a Optional. To make the softkey template
Common Device Configuration, on page 444, available to phones, you must complete either
complete the following subtasks: this step or the following step. Follow this step
if your system uses a Common Device
• Add a Softkey Template to a Common
Configuration to apply configuration options to
Device Configuration, on page 444
phones. This is the most commonly used
• Associate a Common Device method for making a softkey template available
Configuration with a Phone, on page 445 to phones.

Step 3 Associate a Softkey Template with a Phone, on Optional. Use this procedure either as an
page 445 alternative to associating the softkey template
with the Common Device Configuration, or in
conjunction with the Common Device
Configuration. Use this procedure in
conjunction with the Common Device
Configuration if you need to assign a softkey
template that overrides the assignment in the
Common Device Configuration or any other
default softkey assignment.

Step 4 Configure Phones for Hunt Group, on page 446 Configure phones to automatically log in to or
log out of hunt groups and hunt lists.

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Configure a Softkey Template for Hunt Group

Configure a Softkey Template for Hunt Group

The HLog softkey appears on the phone when the phone is in the following call states:
• Connected
• On Hook
• Off Hook

Note You must create a new softkey template to configure the HLog softkey. You cannot configure the HLog
softkey in a standard softkey template.

Use this procedure to make the HLog softkey available:

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Softkey Template.
Step 2 Perform the following steps to create a new softkey template; otherwise, proceed to the next step.
a) Click Add New.
b) Select a default template and click Copy.
c) Enter a new name for the template in the Softkey Template Name field.
d) Click Save.
Step 3 Perform the following steps to add softkeys to an existing template.
a) Click Find and enter the search criteria.
b) Select the required existing template.
Step 4 Check the Default Softkey Template check box to designate this softkey template as the default softkey
template.
Note If you designate a softkey template as the default softkey template, you cannot delete it unless you
first remove the default designation.

Step 5 Choose Configure Softkey Layout from the Related Links drop-down list in the upper right corner and
click Go.
Step 6 From the Select a Call State to Configure drop-down list, choose the call state for which you want the softkey
to display.
Step 7 From the Unselected Softkeys list, choose the softkey to add and click the right arrow to move the softkey
to the Selected Softkeys list. Use the up and down arrows to change the position of the new softkey.
Step 8 Repeat the previous step to display the softkey in additional call states.
Step 9 Click Save.
Step 10 Perform one of the following tasks:
• Click Apply Config if you modified a template that is already associated with devices to restart the
devices.

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Associate a Softkey Template with a Common Device Configuration

• If you created a new softkey template, associate the template with the devices and then restart them. For
more information, see Add a Softkey Template to a Common Device Configuration and Associate a
Softkey Template with a Phone sections.

What to do next
Perform one of the following procedures:
• Add a Softkey Template to a Common Device Configuration, on page 444
• Associate a Softkey Template with a Phone, on page 445

Associate a Softkey Template with a Common Device Configuration

Optional. There are two ways to associate a softkey template with a phone:
• Add the softkey template to the Phone Configuration.
• Add the softkey template to the Common Device Configuration.

The procedures in this section describe how to associate the softkey template with a Common Device
Configuration. Follow these procedures if your system uses a Common Device Configuration to apply
configuration options to phones. This is the most commonly used method for making a softkey template
available to phones.
To use the alternative method, see Associate a Softkey Template with a Phone, on page 445.

Before you begin

Configure a Softkey Template for Hunt Group, on page 443

Procedure

Command or Action Purpose

Step 1 Add a Softkey Template to a Common Device
Configuration, on page 444
Step 2 Associate a Common Device Configuration
with a Phone, on page 445

Add a Softkey Template to a Common Device Configuration

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Common Device Configuration.
Step 2 Perform the following steps to create a new Common Device Configuration and associate the softkey template
with it; otherwise, proceed to the next step.
a) Click Add New.

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b) Enter a name for the Common Device Configuration in the Name field.
c) Click Save.
Step 3 Perform the following steps to add the softkey template to an existing Common Device Configuration.
a) Click Find and enter the search criteria.
b) Click an existing Common Device Configuration.
Step 4 In the Softkey Template drop-down list, choose the softkey template that contains the softkey that you want
to make available.
Step 5 Click Save.
Step 6 Perform one of the following tasks:
• If you modified a Common Device Configuration that is already associated with devices, click Apply
Config to restart the devices.
• If you created a new Common Device Configuration, associate the configuration with devices and then
restart them.

Associate a Common Device Configuration with a Phone

Before you begin

Add a Softkey Template to a Common Device Configuration, on page 444

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find and select the phone device to add the softkey template.
Step 3 From the Common Device Configuration drop-down list, choose the common device configuration that
contains the new softkey template.
Step 4 Click Save.
Step 5 Click Reset to update the phone settings.

Associate a Softkey Template with a Phone

This procedure is optional. You can use this procedure as an alternative to associating the softkey template
with the Common Device Configuration. This procedure also works in conjunction with the Common Device
Configuration: use it when you need to assign a softkey template that overrides the assignment in the Common
Device Configuration or any other default softkey assignment.

Before you begin

Configure a Softkey Template for Hunt Group, on page 443

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Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

The Find and List Phones window appears.
Step 2 Choose the phone to which you want to add the softkey template.
The Phone Configuration window appears.
Step 3 From the Softkey Template drop-down list, choose the template that contains the new softkey.
Step 4 Click Save.
A dialog box appears with a message to press Reset to update the phone settings.

Configure Phones for Hunt Group

Use this procedure to configure phones to automatically log in to or log out of hunt groups and hunt lists.

Before you begin

Ensure the phone directory numbers belong to one or more hunt groups.
See the Administration Guide for Cisco Unified Communications Manager for information on hunt groups
and hunt lists.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Perform one of the following tasks:
a) To modify the fields for an existing phone, enter search criteria and choose a phone from the resulting
list. The Phone Configuration window appears.
b) To add a new phone, click Add New.
The Add a New Phone window appears.

Step 3 In the Phone Configuration window, perform one of the following tasks:
a) To log out the phone from the hunt group, uncheck the Logged Into Hunt Group check box.
b) To log in the phone to the hunt group, ensure that the Logged Into Hunt Group check box is checked.
Note The Logged Into Hunt Group check box remains checked by default for all phones.

Step 4 Click Save.

Configure Hunt Group Service Parameter

The Hunt Group Logoff Notification service parameter provides the option to turn audible ringtones on or
off when calls that come in to a line group arrive at a phone that is currently logged out. This ringtone alerts
a logged-out user that there is an incoming call to a hunt list to which the line is a member, but the call will
not ring at the phone of that line group member because of the logged-out status.

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To configure the Hunt Group Logoff Notification service parameter, perform the following steps.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose the server that is running the Cisco CallManager service.
Step 3 From the Service drop-down list, choose Cisco CallManager.
The Service Parameter Configuration window appears.
Step 4 In the Clusterwide Parameters (Device - Phone) section, configure values for the following Hunt Group
Logoff Notification service parameter:
Enter a name for the ringtone file that Cisco IP Phones play when a member of a line group (hunt group) has
logged out. The default value for this service parameter is None, which indicates no ringtone. You can enter
a maximum of 255 characters.
Step 5 Click Save.
The window refreshes, and Cisco Unified Communications Manager updates the service parameter with your
changes.

Hunt Group Interactions

Feature Interaction
Non-shared-line Directory If a phone is logged out of a line group and an extension on the phone is not
Number shared, the line group does not ring that directory number (DN) in the line group.
When the line group would normally offer the call to the DN, call processing
skips the DN and acts as if the DN does not belong to the line group.

Shared-line Directory Because the Log Out of Hunt Group feature is device-based, when a user logs a
Number phone out, the feature affects only the logged-out phone. Calls to a line group
that contains a shared-line directory number behave as follows:
• The DN does not ring if all phones that share that DN are logged out.
• The DN does ring if one or more phones that share the DN are logged in.
• The audible ring on a phone that is logged out is turned off by default. Cisco
Unified Communications Manager provides a system parameter that can be
set, so that a different ring tone plays when a call comes in to a logged-out
hunt group member.

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Hunt Group Restrictions

Restriction Description
Multiple Line Groups When the user enables the Hunt Group Log Off feature by pressing the HLog
softkey, the phone gets logged out from all associated line groups. This is because
Hunt Group Log Off is a device-based feature. If a phone has DNs that belong
to multiple line groups, pressing the HLog softkey logs the phone out of all
associated line groups.

7940, 7960, and • When a phone that is running SIP (7906, 7911, 7941, 7961, ) is logged in
third-party SIP phones to hunt groups and Call Forward All is activated, the call gets presented to
the phone that is running SIP.
• When 7940 and 7960 phones that are running SIP are logged in to hunt
groups and Call Forward All is activated, the phones get skipped and the
next phone in the line group rings.
• 7940 and 7960 phones that are running SIP and third-party phones that are
running SIP can be logged in to or logged out of hunt groups by using the
Phone Configuration window, but no softkey support exists.
• 7940 and 7960 phones that are running SIP and third-party phones that are
running SIP do not show “Logged out of hunt groups” on the status line.
• 7940 and 7960 phones that are running SIP and third-party phones that are
running SIP do not play the Hunt Group Logoff Notification tone regardless
of whether the tone is configured.

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Malicious Call Identification
• Malicious Call Identification Overview, on page 449
• Malicious Call Identification Prerequisites, on page 449
• Malicious Call Identification Configuration Task Flow, on page 450
• Malicious Call Identification Interactions, on page 456
• Malicious Call Identification Restrictions, on page 457
• Malicious Call ID Troubleshooting, on page 458

Malicious Call Identification Overview

You can configure the Malicious Call Identification (MCID) feature to track troublesome or threatening calls.
Users can report these calls by requesting that Cisco Unified Communications Manager identify and register
the source of the incoming call in the network.
When the MCID feature is configured, the following actions take place:
1. The user receives a threatening call and presses Malicious call (or enters the feature code *39 if using a
POTS phone that is connected to an SCCP gateway).
2. Cisco Unified Communications Manager sends the user a confirmation tone and a text message, if the
phone has a display, to acknowledge receiving the MCID notification.
3. Cisco Unified Communications Manager updates the call details record (CDR) for the call with an indication
that the call is registered as a malicious call.
4. Cisco Unified Communications Manager generates the alarm and local syslogs entry that contains the
event information.
5. Cisco Unified Communications Manager sends an MCID invocation through the facility message to the
connected network. The facility information element (IE) encodes the MCID invocation.
6. After receiving this notification, the PSTN or other connected network can take actions, such as providing
legal authorities with the call information.

Malicious Call Identification Prerequisites

• Gateways and connections that support MCID:
• PRI gateways that use the MGCP PRI backhaul interface for T1 (NI2) and E1 (ETSI) connections
• H.323 trunks and gateways

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• IP Phones that support MCID

Malicious Call Identification Configuration Task Flow

Before you begin
• Review Malicious Call Identification Prerequisites, on page 449

Procedure

Command or Action Purpose

Step 1 Generate a Phone Feature List, on page 1 Generate a report to identify devices that
support the MCID feature.

Step 2 Set Malicious Call ID Service Parameter, on Enable Cisco Unified Communications Manager
page 451 to flag a call detail record (CDR) with the
MCID indicator.
Step 3 Configure Malicious Call ID Alarms, on page Configure alarms to ensure that alarm
451 information displays in the system logs.
Step 4 Configure a Softkey Template for Malicious Configure a softkey template with MCID.
Call Identification, on page 452
Note The Cisco Unified IP Phones 8900
and 9900 Series support MCID with
feature button only.

Step 5 To Associate a Softkey Template with a Optional. To make the softkey template
Common Device Configuration, on page 452, available to phones, you must complete either
complete the following subtasks: this step or the following step. Follow this step
if your system uses a Common Device
• Add a Softkey Template to a Common
Configuration to apply configuration options
Device Configuration, on page 453
to phones. This is the most commonly used
• Associate a Common Device method for making a softkey template available
Configuration with a Phone, on page 454 to phones.

Step 6 Associate a Softkey Template with a Phone, on Optional. Use this procedure either as an
page 454 alternative to associating the softkey template
with the Common Device Configuration, or in
conjunction with the Common Device
Configuration. Use this procedure in
conjunction with the Common Device
Configuration if you need assign a softkey
template that overrides the assignment in the
Common Device Configuration or any other
default softkey assignment.

Step 7 To Configure Malicious Call Identification Perform this step to add and configure the
Button, on page 454, complete the following MCID button to a phone.
subtasks:

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Command or Action Purpose

• Configure Malicious Call ID Phone Button
Template, on page 455
• Associate a Button Template with a Phone
, on page 455

Set Malicious Call ID Service Parameter

To enable Unified Communications Manager to flag a CDR with the MCID indicator, you must enable the
CDR flag.

Before you begin

Configure Malicious Call ID Alarms, on page 451

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose the Unified Communications Manager server name.
Step 3 From the Service drop-down list, choose Cisco CallManager.
The Service Parameter Configuration window displays.
Step 4 In the System area, set the CDR Enabled Flag field to True.
Step 5 Click Save.

Configure Malicious Call ID Alarms

In the Local Syslogs, you must set the alarm event level and activate alarms for MCID.

Before you begin

Set Malicious Call ID Service Parameter, on page 451

Procedure

Step 1 From Cisco Unified Serviceability, choose Alarm > Configuration.

The Alarm Configuration window displays.
Step 2 From the Server drop-down list, choose the Unified Communications Manager server and click Go.
Step 3 From the Service Group drop-down list, choose CM Services. The Alarm Configuration window updates
with configuration fields.
Step 4 From the Service drop-down list, choose Cisco CallManager.
Step 5 Under Local Syslogs, in the Alarm Event Level drop-down list, choose Informational.
The Alarm Configuration window updates with configuration fields.
Step 6 Under Local Syslogs, check the Enable Alarm check box.

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Step 7 If you want to enable the alarm for all nodes in the cluster, check the Apply to All Nodes check box.
Step 8 To turn on the informational alarm, click Update.

Configure a Softkey Template for Malicious Call Identification

Note Skinny Client Control Protocol (SCCP) IP phones use a softkey to invoke the MCID feature.

Before you begin

Configure Malicious Call ID Alarms, on page 451

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Softkey Template.
Step 2 Perform the following steps to create a new softkey template; otherwise, proceed to the next step.
a) Click Add New.
b) Select a default template and click Copy.
c) Enter a new name for the template in the Softkey Template Name field.
d) Click Save.
Step 3 Perform the following steps to add softkeys to an existing template.
a) Click Find and enter the search criteria.
b) Select the required existing template.
Step 4 Check the Default Softkey Template check box to designate this softkey template as the default softkey
template.
Note If you designate a softkey template as the default softkey template, you cannot delete it unless you
first remove the default designation.

Step 5 Choose Configure Softkey Layout from the Related Links drop-down list in the upper right corner and
click Go.
Step 6 In the Select a call state to configure field, choose Connected.
The list of Unselected Softkeys changes to display the available softkeys for this call state.
Step 7 In the Unselected Softkeys drop-down list, choose Toggle Malicious Call Trace (MCID).
Step 8 From the Unselected Softkeys list, choose the softkey to add and click the right arrow to move the softkey
to the Selected Softkeys list. Use the up and down arrows to change the position of the new softkey.
Step 9 Click Save.

Associate a Softkey Template with a Common Device Configuration

Optional. There are two ways to associate a softkey template with a phone:

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• Add the softkey template to the Phone Configuration.

• Add the softkey template to the Common Device Configuration.

The procedures in this section describe how to associate the softkey template with a Common Device
Configuration. Follow these procedures if your system uses a Common Device Configuration to apply
configuration options to phones. This is the most commonly used method for making a softkey template
available to phones.
To use the alternative method, see Associate a Softkey Template with a Phone, on page 454.

Before you begin

Configure a Softkey Template for Malicious Call Identification, on page 452

Procedure

Command or Action Purpose

Step 1 Add a Softkey Template to a Common Device
Configuration, on page 453
Step 2 Associate a Common Device Configuration
with a Phone, on page 454

Add a Softkey Template to a Common Device Configuration

Before you begin

Configure a Softkey Template for Malicious Call Identification, on page 452

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Common Device Configuration.
Step 2 Perform the following steps to create a new Common Device Configuration and associate the softkey template
with it; otherwise, proceed to the next step.
a) Click Add New.
b) Enter a name for the Common Device Configuration in the Name field.
c) Click Save.
Step 3 Perform the following steps to add the softkey template to an existing Common Device Configuration.
a) Click Find and enter the search criteria.
b) Click an existing Common Device Configuration.
Step 4 In the Softkey Template drop-down list, choose the softkey template that contains the softkey that you want
to make available.
Step 5 Click Save.
Step 6 Perform one of the following tasks:
• If you modified a Common Device Configuration that is already associated with devices, click Apply
Config to restart the devices.

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• If you created a new Common Device Configuration, associate the configuration with devices and then
restart them.

Associate a Common Device Configuration with a Phone

Before you begin

Add a Softkey Template to a Common Device Configuration, on page 453

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find and select the phone device to add the softkey template.
Step 3 From the Common Device Configuration drop-down list, choose the common device configuration that
contains the new softkey template.
Step 4 Click Save.
Step 5 Click Reset to update the phone settings.

Associate a Softkey Template with a Phone

Optional. Use this procedure as an alternative to associating the softkey template with the Common Device
Configuration. This procedure also works in conjunction with the Common Device Configuration. You can
use it when you need to assign a softkey template that overrides the assignment in the Common Device
Configuration or any other default softkey assignment.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find to select the phone to add the softkey template.
Step 3 From the Softkey Template drop-down list, choose the template that contains the new softkey.
Step 4 Click Save.
Step 5 Press Reset to update the phone settings.

Configure Malicious Call Identification Button

The procedures in this section describe how to configure the Malicious Call Identification button.

Before you begin

Configure Malicious Call ID Alarms, on page 451

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Procedure

Command or Action Purpose

Step 1 Configure Malicious Call ID Phone Button Perform this step to assign Malicious Call
Template, on page 455. Identification button features to line or speed
dial keys.

Step 2 Associate a Button Template with a Phone , on Perform this step to configure the Malicious
page 455 Call Identification button for a phone.

Configure Malicious Call ID Phone Button Template

Before you begin

Configure Malicious Call ID Alarms, on page 451

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Phone Button Template.
Step 2 Click Find to display list of supported phone templates.
Step 3 Perform the following steps if you want to create a new phone button template; otherwise, proceed to the next
step.
a) Select a default template for the model of phone and click Copy.
b) In the Phone Button Template Information field, enter a new name for the template.
c) Click Save.
Step 4 Perform the following steps if you want to add phone buttons to an existing template.
a) Click Find and enter the search criteria.
b) Choose an existing template.
Step 5 From the Line drop-down list, choose feature that you want to add to the template.
Step 6 Click Save.
Step 7 Perform one of the following tasks:
• Click Apply Config if you modified a template that is already associated with devices to restart the
devices.
• If you created a new softkey template, associate the template with the devices and then restart them.

Associate a Button Template with a Phone

Before you begin

Configure Malicious Call ID Phone Button Template, on page 455

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Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find to display the list of configured phones.
Step 3 Choose the phone to which you want to add the phone button template.
Step 4 In the Phone Button Template drop-down list, choose the phone button template that contains the new feature
button.
Step 5 Click Save.
A dialog box is displayed with a message to press Reset to update the phone settings.

Malicious Call Identification Interactions

Table 43: Malicious Call Identification Interactions

Feature Interaction
Conference Calls When a user is connected to a conference, the user can use the MCID feature to
flag the call as a malicious call. Cisco Unified Communications Manager sends
the MCID indication to the user, generates the alarm, and updates the CDR.
However, Cisco Unified Communications Manager does not send an MCID
invoke message to the connected network that might be involved in the conference.
Extension Mobility Extension Mobility users can have the MCID softkey as part of their user device
profile and can use this feature when they are logged on to a phone.
Call Detail Records To track malicious calls by using CDR, you must set the CDR Enabled Flag to
True in the Cisco CallManager service parameter. When the MCID feature is
used during a call, the CDR for the call contains CallFlag=MALICIOUS in the
Comment field.

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Feature Interaction
Alarms To record alarms for the MCID feature in the Local Syslogs, you must configure
alarms in Cisco Unified Serviceability. Under Local Syslogs, enable alarms for
the Informational alarm event level.
When the MCID feature is used during a call, the system logs an SDL trace and
a Cisco Unified Communications Manager trace in alarms. You can view the
Alarm Event Log by using Cisco Unified Serviceability. The traces provide the
following information:
• Date and time
• Type of event: Information
• Information: The Malicious Call Identification feature is invoked in Cisco
Unified Communications Manager
• Called Party Number
• Called Device Name
• Called Display Name
• Calling Party Number
• Calling Device Name
• Calling Display Name
• Application ID
• Cluster ID
• Node ID
For more information about alarms and traces, see the Cisco Unified Serviceability
Administration Guide at http://www.cisco.com/c/en/us/support/
unified-communications/unified-communications-manager-callmanager/
products-maintenance-guides-list.html.

Cisco ATA 186 analog The Cisco ATA 186 analog phone ports support MCID by using the feature code
phone ports (*39).

Malicious Call Identification Restrictions

Table 44: Malicious Call Identification Restrictions

Feature Restriction

Malicious Call Identification Terminating (MCID-T) Cisco Unified Communications Manager supports
function only the malicious call identification originating
function (MCID-O). Cisco Unified Communications
Manager does not support the malicious call
identification terminating function (MCID-T). If Cisco
Unified Communications Manager receives a
notification from the network of a malicious call
identification, Cisco Unified Communications
Manager ignores the notification.

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Feature Restriction

Intercluster trunks MCID does not work across intercluster trunks

because Cisco Unified Communications Manager
does not support the MCID-T function.

Cisco MGCP FXS gateways Cisco MGCP FXS gateways do not support MCID.
No mechanism exists for accepting the hookflash and
collecting the feature code in MGCP.

QSIG trunks MCID does not work over QSIG trunks because
MCID is not a QSIG standard.

Cisco VG248 Analog Phone Gateway Cisco VG248 Analog Phone Gateway does not
support MCID.

SIP trunks MCID does not support SIP trunks.

Immediate Divert System does not support using MCID and Immediate
Divert features together.

Malicious Call ID Troubleshooting

To track and troubleshoot Malicious Call ID, you can use Cisco Unified Communications Manager SDL
traces and alarms. For information about setting traps and traces for MCID, see the Cisco Unified Serviceability
Administration Guide. For information about how to generate reports for MCID, see the Cisco Unified CDR
Analysis and Reporting Administration Guide.

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Call Transfer
• Call Transfer Overview, on page 459
• Call Transfer Configuration Task Flow, on page 460
• Call Transfer Interactions, on page 470
• Call Transfer Restrictions, on page 471

Call Transfer Overview

The transfer feature allows you to redirect a connected call from your phone to another number. After call
transfer, your call is disconnected and the transferred call is established as a new call connection.
Following are the different types of call transfers:
• Consult Transfer and Blind Transfer—In Consult Transfer, a transferring phone user can redirect the
caller to a different target address, after consulting with the target phone user that answers the call. That
is, the transferring phone user will stay on the call until the target phone user answers the call. In Blind
Transfer, the transferring phone user connects the caller to a destination line before the target of the
transfer answers the call.
Most phones use hard keys or softkeys for Transfer. Both Consult Transfer and Blind Transfer do not
require separate configuration. The difference between the two types of transfer depends on when the
transferring party presses the Transfer button a second time. For a consult transfer, the transferring party
presses the Transfer button after the target answers, while for a Blind Transfer, the transferring party
presses the Transfer button before the target answers.
For SCCP-initiated blind transfers, Cisco Unified Communications Manager provides call progress
indications in the form of ring-back to the transferred user.
• Transfer On-Hook—In this type of call transfer, the user presses the Transfer softkey, dials the number
to which the call will be transferred, and then presses the Transfer softkey again, or simply goes on-hook
to complete the transfer operation. You must set the Transfer On-Hook service parameter to True. This
service parameter determines whether a call transfer is completed as a result of the user going on-hook
after initiating a transfer operation.
Both Consult Transfer and Blind Transfer use the Transfer On-Hook option.
• Direct Transfer—This type of transfer allows a user to join two established calls (the two calls can
either be on hold or in the connected state) into one call and then drop the initiator from the transfer.
Direct Transfer does not initiate a consultation call and does not put the active call on hold. The user
uses the DirTrfr softkey to join any two established calls and remove the initiator.

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Call Transfer Configuration Task Flow

Procedure

Command or Action Purpose

Step 1 Configure Consult and Blind Transfer, on page Transfer allows you to redirect a single call to
460 a new number with or without consulting the
transfer recipient. Perform this step to configure
Trnsfer as a softkey and/or button.

Step 2 Configure Transfer On-Hook, on page 465 (Optional) Transfer On-Hook is an option to
complete call transfers. Press Trnsfer, dial the
number to which the call should be transferred
to, and go on-hook to complete the transfer.
Perform this step to configure the service
parameter.

Step 3 Configure Direct Transfer, on page 465 (Optional) Direct Transfer allows you to transfer
two calls to each other (without you remaining
on the line). Perform this step to configure
DirTrfr as a softkey and/or button.

Configure Consult and Blind Transfer

Complete one of the task flows depending on whether your phone supports softkey or buttons.

Procedure

Command or Action Purpose

Step 1 Configure a Softkey Template for Transfer, on
page 460
Step 2 Configure Transfer Button, on page 463

Configure a Softkey Template for Transfer

Trnsfer softkey is used for consult and blind transfer of a call. The trnsfer sofkey has the following call states:
• connected
• on hold

Use this procedure to make the Trnsfer softkey available:

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Softkey Template.

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Step 2 Perform the following steps to create a new softkey template; otherwise, proceed to the next step.
a) Click Add New.
b) Select a default template and click Copy.
c) Enter a new name for the template in the Softkey Template Name field.
d) Click Save.
Step 3 Perform the following steps to add softkeys to an existing template.
a) Click Find and enter the search criteria.
b) Select the required existing template.
Step 4 Check the Default Softkey Template check box to designate this softkey template as the default softkey
template.
Note If you designate a softkey template as the default softkey template, you cannot delete it unless you
first remove the default designation.

Step 5 Choose Configure Softkey Layout from the Related Links drop-down list in the upper right corner and
click Go.
Step 6 From the Select a Call State to Configure drop-down list, choose the call state for which you want the softkey
to display.
Step 7 From the Unselected Softkeys list, choose the softkey to add and click the right arrow to move the softkey
to the Selected Softkeys list. Use the up and down arrows to change the position of the new softkey.
Step 8 Repeat the previous step to display the softkey in additional call states.
Step 9 Click Save.
Step 10 Perform one of the following tasks:
• Click Apply Config if you modified a template that is already associated with devices to restart the
devices.
• If you created a new softkey template, associate the template with the devices and then restart them. For
more information, see Add a Softkey Template to a Common Device Configuration and Associate a
Softkey Template with a Phone sections.

What to do next
Perform one the following procedures:
• Associate Transfer Softkey Template with a Common Device Configuration, on page 461
• Associate Transfer Softkey Template with a Phone, on page 463

Associate Transfer Softkey Template with a Common Device Configuration

Optional. There are two ways to associate a softkey template with a phone:
• Add the softkey template to the Phone Configuration.
• Add the softkey template to the Common Device Configuration.

The procedures in this section describe how to associate the softkey template with a Common Device
Configuration. Follow these procedures if your system uses a Common Device Configuration to apply

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configuration options to phones. This is the most commonly used method for making a softkey template
available to phones.
To use the alternative method, see Associate Transfer Softkey Template with a Phone, on page 463.

Before you begin

Configure a Softkey Template for Transfer, on page 460

Procedure

Command or Action Purpose

Step 1 Add Transfer Softkey Template to the Common Perform this step to add Trnsfer softkey
Device Configuration, on page 462 template to the Common Device Configuration.

Step 2 Associate a Common Device Configuration Perform this step to link the Trnsfer softkey
with a Phone, on page 463 Common Device Configuration to a phone.

What to do next
Configure Transfer Button, on page 463

Add Transfer Softkey Template to the Common Device Configuration

Before you begin

Configure a Softkey Template for Transfer, on page 460

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Common Device Configuration.
Step 2 Perform the following steps to create a new Common Device Configuration and associate the softkey template
with it; otherwise, proceed to the next step.
a) Click Add New.
b) Enter a name for the Common Device Configuration in the Name field.
c) Click Save.
Step 3 Perform the following steps to add the softkey template to an existing Common Device Configuration.
a) Click Find and enter the search criteria.
b) Click an existing Common Device Configuration.
Step 4 In the Softkey Template drop-down list, choose the softkey template that contains the softkey that you want
to make available.
Step 5 Click Save.
Step 6 Perform one of the following tasks:
• If you modified a Common Device Configuration that is already associated with devices, click Apply
Config to restart the devices.

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• If you created a new Common Device Configuration, associate the configuration with devices and then
restart them.

Associate a Common Device Configuration with a Phone

Before you begin

Add Transfer Softkey Template to the Common Device Configuration, on page 462

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find and select the phone device to add the softkey template.
Step 3 From the Common Device Configuration drop-down list, choose the common device configuration that
contains the new softkey template.
Step 4 Click Save.
Step 5 Click Reset to update the phone settings.

Associate Transfer Softkey Template with a Phone

Optional. Use this procedure as an alternative to associating the softkey template with the Common Device
Configuration. This procedure also works in conjunction with the Common Device Configuration. You can
use it when you need to assign a softkey template that overrides the assignment in the Common Device
Configuration or any other default softkey assignment.

Before you begin

Configure a Softkey Template for Transfer, on page 460

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find to select the phone to add the softkey template.
Step 3 From the Softkey Template drop-down list, choose the template that contains the new softkey.
Step 4 Click Save.
Step 5 Press Reset to update the phone settings.

Configure Transfer Button

The procedures in this section describe how to configure the Transfer button.

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Procedure

Command or Action Purpose

Step 1 Configure a Phone Button Template for Perform this step to assign Transfer button
Transfer, on page 464 features to line or speed dial keys.

Step 2 Associate Transfer Button Template with a Perform this step to configure the Transfer
Phone, on page 464 button for a phone.

Configure a Phone Button Template for Transfer

Optional. Follow this procedure when you want to assign features to line or speed dial keys.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Phone Button Template.
Step 2 Click Find to display list of supported phone templates.
Step 3 Perform the following steps if you want to create a new phone button template; otherwise, proceed to the next
step.
a) Select a default template for the model of phone and click Copy.
b) In the Phone Button Template Information field, enter a new name for the template.
c) Click Save.
Step 4 Perform the following steps if you want to add phone buttons to an existing template.
a) Click Find and enter the search criteria.
b) Choose an existing template.
Step 5 From the Line drop-down list, choose feature that you want to add to the template.
Step 6 Click Save.
Step 7 Perform one of the following tasks:
• Click Apply Config if you modified a template that is already associated with devices to restart the
devices.
• If you created a new softkey template, associate the template with the devices and then restart them.

Associate Transfer Button Template with a Phone

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find to display the list of configured phones.
Step 3 Choose the phone to which you want to add the phone button template.
Step 4 In the Phone Button Template drop-down list, choose the phone button template that contains the new feature
button.
Step 5 Click Save.

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Configure Transfer On-Hook

A dialog box is displayed with a message to press Reset to update the phone settings.

Configure Transfer On-Hook

Before you begin
Configure Consult and Blind Transfer, on page 460

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
The Service Parameter Configuration window is displayed.
Step 2 From the Server drop-down list, choose the server on which you want to configure the parameter.
Step 3 From the Service drop-down list, choose the Cisco CallManager (Active) service.
Step 4 In the Clusterwide Parameters (Device - Phone), choose True for the Transfer On-Hook Enabled service
parameter.
Step 5 Click Save.

Configure Direct Transfer

Complete one of the task flows depending on whether your phone supports softkey or buttons.

Procedure

Command or Action Purpose

Step 1 Configure a Softkey Template for Direct Perform this step to add Direct Transfer softkey
Transfer, on page 465 to template and configure the softkey using the
Common Device Configuration or phone.

Step 2 Configure Direct Transfer Button, on page 468 Perform this step to add and configure the
Direct Transfer button to a phone.

Configure a Softkey Template for Direct Transfer

Direct Transfer softkey has the following call states:
• Connected
• On hold

Use this procedure to make the Direct Transfer softkey available:

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Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Softkey Template.
Step 2 Perform the following steps to create a new softkey template; otherwise, proceed to the next step.
a) Click Add New.
b) Select a default template and click Copy.
c) Enter a new name for the template in the Softkey Template Name field.
d) Click Save.
Step 3 Perform the following steps to add softkeys to an existing template.
a) Click Find and enter the search criteria.
b) Select the required existing template.
Step 4 Check the Default Softkey Template check box to designate this softkey template as the default softkey
template.
Note If you designate a softkey template as the default softkey template, you cannot delete it unless you
first remove the default designation.

Step 5 Choose Configure Softkey Layout from the Related Links drop-down list in the upper right corner and
click Go.
Step 6 From the Select a Call State to Configure drop-down list, choose the call state for which you want the softkey
to display.
Step 7 From the Unselected Softkeys list, choose the softkey to add and click the right arrow to move the softkey
to the Selected Softkeys list. Use the up and down arrows to change the position of the new softkey.
Step 8 Repeat the previous step to display the softkey in additional call states.
Step 9 Click Save.
Step 10 Perform one of the following tasks:
• Click Apply Config if you modified a template that is already associated with devices to restart the
devices.
• If you created a new softkey template, associate the template with the devices and then restart them. For
more information, see Add a Softkey Template to a Common Device Configuration and Associate a
Softkey Template with a Phone sections.

What to do next
Perform one the following procedures:
• Associate Direct Transfer Softkey Template with a Common Device Configuration, on page 466
• Associate Direct Transfer Softkey Template with a Phone, on page 468

Associate Direct Transfer Softkey Template with a Common Device Configuration

Optional. There are two ways to associate a softkey template with a phone:
• Add the softkey template to the Phone Configuration.

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• Add the softkey template to the Common Device Configuration.

The procedures in this section describe how to associate the softkey template with a Common Device
Configuration. Follow these procedures if your system uses a Common Device Configuration to apply
configuration options to phones. This is the most commonly used method for making a softkey template
available to phones.
To use the alternative method, see Associate Direct Transfer Softkey Template with a Phone, on page 468

Before you begin

Configure a Softkey Template for Direct Transfer, on page 465

Procedure

Command or Action Purpose

Step 1 Add Direct Transfer Softkey Template to the Perform this step to add Direct Transfer softkey
Common Device Configuration, on page 467 template to the Common Device Configuration.

Step 2 Associate a Common Device Configuration Perform this step to add Direct Transfer softkey
with a Phone, on page 468 template to the Common Device Configuration.

Add Direct Transfer Softkey Template to the Common Device Configuration

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Common Device Configuration.
Step 2 Perform the following steps to create a new Common Device Configuration and associate the softkey template
with it; otherwise, proceed to the next step.
a) Click Add New.
b) Enter a name for the Common Device Configuration in the Name field.
c) Click Save.
Step 3 Perform the following steps to add the softkey template to an existing Common Device Configuration.
a) Click Find and enter the search criteria.
b) Click an existing Common Device Configuration.
Step 4 In the Softkey Template drop-down list, choose the softkey template that contains the softkey that you want
to make available.
Step 5 Click Save.
Step 6 Perform one of the following tasks:
• If you modified a Common Device Configuration that is already associated with devices, click Apply
Config to restart the devices.
• If you created a new Common Device Configuration, associate the configuration with devices and then
restart them.

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Associate a Common Device Configuration with a Phone

Before you begin

Add Direct Transfer Softkey Template to the Common Device Configuration, on page 467

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find and select the phone device to add the softkey template.
Step 3 From the Common Device Configuration drop-down list, choose the common device configuration that
contains the new softkey template.
Step 4 Click Save.
Step 5 Click Reset to update the phone settings.

Associate Direct Transfer Softkey Template with a Phone

Optional. Use this procedure as an alternative to associating the softkey template with the Common Device
Configuration. This procedure also works in conjunction with the Common Device Configuration. You can
use it when you need to assign a softkey template that overrides the assignment in the Common Device
Configuration or any other default softkey assignment.

Before you begin

Configure a Softkey Template for Direct Transfer, on page 465

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find to select the phone to add the softkey template.
Step 3 From the Softkey Template drop-down list, choose the template that contains the new softkey.
Step 4 Click Save.
Step 5 Press Reset to update the phone settings.

Configure Direct Transfer Button

The procedures in this section describe how to configure the Direct Transfer button.

Procedure

Command or Action Purpose

Step 1 Configure Phone Button Template for Direct Perform this step to assign Direct Transfer
Transfer, on page 469 button features to line or speed dial keys.

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Command or Action Purpose

Step 2 Associate Direct Transfer Button Template with Perform this step to configure the Direct
a Phone, on page 469 Transfer button for a phone.

Configure Phone Button Template for Direct Transfer

Optional. Follow this procedure when you want to assign features to line or speed dial keys.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Phone Button Template.
Step 2 Click Find to display list of supported phone templates.
Step 3 Perform the following steps if you want to create a new phone button template; otherwise, proceed to the next
step.
a) Select a default template for the model of phone and click Copy.
b) In the Phone Button Template Information field, enter a new name for the template.
c) Click Save.
Step 4 Perform the following steps if you want to add phone buttons to an existing template.
a) Click Find and enter the search criteria.
b) Choose an existing template.
Step 5 From the Line drop-down list, choose feature that you want to add to the template.
Step 6 Click Save.
Step 7 Perform one of the following tasks:
• Click Apply Config if you modified a template that is already associated with devices to restart the
devices.
• If you created a new softkey template, associate the template with the devices and then restart them.

Associate Direct Transfer Button Template with a Phone

Before you begin

Configure Phone Button Template for Direct Transfer, on page 469

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find to display the list of configured phones.
Step 3 Choose the phone to which you want to add the phone button template.
Step 4 In the Phone Button Template drop-down list, choose the phone button template that contains the new feature
button.
Step 5 Click Save.

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Call Transfer Interactions

A dialog box is displayed with a message to press Reset to update the phone settings.

Call Transfer Interactions

Feature Interaction

Logical Partitioning The logical partitioning policy check is performed between the
geolocation identifier of the device that is acting as a transferred party
and the geolocation identifier of the device that is acting as a transferred
destination.
Logical partitioning handling takes place in the following circumstances:
• When a phone user uses Transfer softkey to transfer the call, the
second press of the softkey invokes and processes the Call Transfer
feature.
• When other transfer mechanisms, such as Direct Transfer, On-Hook
Transfer, Hook Flash Transfer, and CTI-application-initiated
Transfer results in invoking the Call Transfer feature.
• When the transferred and the transferred destination specifies a
PSTN participant.
• When Cisco Unified Communications Manager uses the geolocation
identifier information that associates with the transferred and
transferred destination device to perform logical partitioning policy
checking.
• Before splitting of the primary and secondary calls, and before
joining.

Logical partitioning handles a denied call as follows:

• Sends External Transfer Restricted message to the VoIP phone.
• Normal Transfer—For a phone that is running SCCP, the primary
call remains on hold, and the consultation call remains active. For
a phone that is running SIP, both primary and consultation calls
remain on hold and must be resumed manually after the failure.
• On-Hook, Hook-Flash and Analog-Phone-Initiated Transfer—Both
the primary and secondary calls are cleared by using the cause
code=63 “Service or option not available” with a reorder tone from
Cisco Unified Communications Manager.
• The Number of Transfer Failures perfmon counter is incremented.

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Feature Interaction

Multilevel Precedence and When a switch initiates a call transfer between two segments that have
Preemption (MLPP) the same precedence level, the segments maintain the precedence level
upon transfer. When a call transfer is made between call segments that
are at different precedence levels, the switch that initiates the transfer
marks the connection at the segment that has the higher precedence level.
Cisco Unified Communications Manager supports this requirement by
upgrading the precedence level of a call leg that is involved in a Call
Transfer operation. For example, party A calls party B with Priority
precedence level. Party B then initiates a transfer to party C and dials
the Flash precedence digits when dialing. When the transfer is complete,
the precedence level of party A gets upgraded from Priority to Flash.
The Call Transfer feature is enabled automatically when MLPP is
enabled, and the phones support the Transfer softkey.
Note The precedence level upgrade does not work over a trunk
device such as an intercluster trunk (ICT) or a PRI trunk.

Call Transfer Restrictions

Feature Restriction

Logical Partitioning Logical partitioning handling does not take place when both the transferred
and the transferred destination devices are VoIP phones.
Logical partitioning handling does not take place when geolocation or a
geolocation filter is not associated with any device.

External Call Transfer Restrictions To restrict transfer for external call scenarios, see the “External Call
Transfer Restrictions” chapter.

Hunt Pilot If a call transfer to a hunt pilot is initiated when an announcement is in

progress, the call is redirected only after the announcement is complete.

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External Call Transfer Restrictions
• External Call Transfer Restrictions Overview, on page 473
• Configure External Call Transfer Restrictions Task Flow, on page 474
• External Call Transfer Restrictions Interactions, on page 478
• External Call Transfer Restrictions Restrictions, on page 478

External Call Transfer Restrictions Overview

External Call Transfer Restrictions is a feature that you can use to configure gateways, trunks, and route
patterns as OnNet (internal) or OffNet (external) devices at the system level. By setting the devices as OffNet,
you can restrict the transferring of an external call to an external device and thus help prevent toll fraud.
If you try to transfer a call on an OffNet gateway or trunk when the service parameter Block OffNet to OffNet
Transfer is set to True, a message displays on the user phone to indicate that the call cannot be transferred.
This chapter uses the following terms:

Term Description
OnNet Device A device that is configured as OnNet and considered
to be internal to the network.

OffNet Device A device that is considered as OffNet and, when

routed, is considered to be external to the network.

Network Location The location of the device, which is considered as

OnNet or OffNet, with respect to the network.

Originating End The device that gets transferred. The system considers
this device as OnNet or OffNet.

Terminating End The device that receives the transferred call. The
system considers this device as OnNet or OffNet.

Incoming Call A call for which only gateways and trunks call
classification settings get used to classify it as OnNet
or OffNet. Route Pattern call classification settings
do not apply.

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Term Description
Outgoing Call A call for which the call classification setting of the
trunk, gateway, and route pattern gets considered. The
Allow Device Override setting on the route pattern
determines whether the trunk or gateway call
classification setting gets used instead of the route
pattern call classification setting.

Configure External Call Transfer Restrictions Task Flow

Procedure

Command or Action Purpose

Step 1 Configure the Service Parameter for Call Block external calls from being transferred to
Transfer Restrictions, on page 474 another external device or number.
Step 2 To configure incoming calls perform the Configure gateways and trunks as OnNet
following procedures: (internal) or OffNet (external) by using Gateway
Configuration or Trunk Configuration or by
• Configure the Clusterwide Service
setting a clusterwide service parameter.
Parameter, on page 475
• Configure Gateways for Call Transfer
Restrictions, on page 476
• Configure Trunks for Call Transfer
Restrictions, on page 476

Step 3 Configure Outgoing Calls, on page 477 Configure transfer capabilities with route pattern
configuration.

Configure the Service Parameter for Call Transfer Restrictions

To block external calls from being transferred to another external device or number:

Procedure

Step 1 From the Cisco Unified CM Administration user interface choose System > Service Parameters.
Step 2 On the Service Parameter Configuration window choose the Cisco Unified CM server you want to configure
from the Server drop-down list.
Step 3 Choose Cisco CallManager (Active) from the Service drop-down list.
Step 4 Choose True from the Block OffNet to OffNet Transfer drop-down list. The default value specifies False.
Step 5 Click Save.

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Configure Incoming Calls Task Flow

Procedure

Command or Action Purpose

Step 1 (Optional) Configure the Clusterwide Service Configure all gateways or trunks in the Cisco
Parameter, on page 475 Unified Communications Manager cluster to
be OffNet (external) or OnNet (internal).

Step 2 Configure Gateways for Call Transfer Configure gateways as OnNet (internal) or
Restrictions, on page 476 OffNet (external) by using Gateway
Configuration. When the feature is used in
conjunction with the clusterwide service
parameter Block OffNet to OffNet Transfer, the
configuration determines whether calls can
transfer over a gateway.
You can configure the following devices as
internal and external to Cisco Unified
Communications Manager:
• H.323 gateway
• MGCP FXO trunk
• MGCP T1/E1 trunk

Step 3 Configure Trunks for Call Transfer Restrictions, Configure trunks as OnNet (internal) or OffNet
on page 476 (external) by using Trunk Configuration. When
the feature is used in conjunction with the
clusterwide service parameter Block OffNet to
OffNet Transfer, the configuration determines
whether calls can transfer over a trunk.
You can configure the following devices as
internal and external to Cisco Unified
Communications Manager:
• Intercluster trunk
• SIP trunk

Configure the Clusterwide Service Parameter

To configure all gateways or trunks in the Cisco Unified Communications Manager cluster to be OffNet
(external) or OnNet (internal), perform the following steps:

Before you begin

Configure the Service Parameter for Call Transfer Restrictions, on page 474

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Procedure

Step 1 From the Cisco Unified CM Administration user interface choose System > Service Parameters.
Step 2 On the Service Parameter Configuration window choose the Cisco Unified CM server you want to configure
from the Server drop-down list.
Step 3 Choose Cisco CallManager (Active) from the Service drop-down list.
Step 4 Choose either OffNet or OnNet (the default specifies OffNet) from the Call Classification drop-down list.

Configure Gateways for Call Transfer Restrictions

To configure the gateway as OffNet, OnNet, or Use System Default, perform the following procedure. The
system considers calls that come to the network through that gateway as OffNet or OnNet, respectively.

Before you begin

Configure the Clusterwide Service Parameter, on page 475

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Gateway.

The Find and List Gateways window displays.

Step 2 To list the configured gateways, click Find.

The gateways that are configured in Unified Communications Manager display.

Step 3 Choose the gateway that you want to configure as OffNet or OnNet.
Step 4 In the Call Classification field choose OffNet or OnNet. If you have enabled clusterwide restrictions an all
gateways, configure each gateway to Use System Default (this reads the setting in the Call Classification
service parameter and uses that setting for the gateway).
Step 5 Click Save.

Configure Trunks for Call Transfer Restrictions

To configure the trunk as OffNet, OnNet, or Use System Default, perform the following procedure. The system
considers calls that come to the network through that trunk as OffNet or OnNet, respectively.

Before you begin

Configure Gateways for Call Transfer Restrictions, on page 476

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Trunk.

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The Find and List Trunk window displays.

Step 2 To list the configured trunks, click Find.

The trunks that are configured in Unified Communications Manager display.

Step 3 Choose the trunk that you want to configure as OffNet or OnNet.
Step 4 From the Call Classification drop-down list, choose one of the following fields:
• OffNet - When you choose this field, this identifies the gateway as an external gateway. When a call
comes in from a gateway that is configured as OffNet, the system sends the outside ring to the destination
device.
• OnNet - When you choose this field, this identifies the gateway as an internal gateway. When a call
comes in from a gateway that is configured as OnNet, the system sends the inside ring to the destination
device.
• Use System Default - When you choose this field, this uses the Unified Communications Manager
clusterwide service parameter Call Classification.

Note If you have enabled clusterwide restrictions an all trunks, configure each trunk to Use System Default
(this reads the setting in the Call Classification service parameter and uses that setting for the trunk)

Step 5 Click Save.

Configure Outgoing Calls

To classify a call as OnNet or OffNet, administrators can set the Call Classification field to OnNet or OffNet,
respectively, on the Route Pattern Configuration window. Administrators can override the route pattern
setting and use the trunk or gateway setting by checking the Allow Device Override check box on the Route
Pattern Configuration window.

Before you begin

Configure Trunks for Call Transfer Restrictions, on page 476

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Route/Hunt > Route Pattern and click
Find to list all route patterns.
Step 2 Choose the route pattern you want to configure, or click Add New.
Step 3 In the Route Pattern Configuration window, use the following fields to configure transfer capabilities with
route pattern configuration:
a) Call Classification—Use this drop-down list to classify the call that uses this route Pattern as OffNet or
OnNet.
b) Provide Outside Dial Tone—If Call Classification is set to OffNet, this check box gets checked.
c) Allow Device Override—When this check box is checked, the system uses the Call Classification setting
of the trunk or gateway that is associated with the route pattern instead of the Call Classification setting
on the Route Pattern Configuration window.

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Step 4 Click Save.

External Call Transfer Restrictions Interactions

Feature Interaction

Drop Conference The Drop Conference feature determines whether an

existing ad hoc conference should be dropped by
checking whether the conference parties are
configured as OffNet or OnNet. You use the service
parameter Drop Ad Hoc Conference and choose the
option When No OnNet Parties Remain in the
Conference to configure the feature. You determine
OnNet status for each party by checking the device
or route pattern that the party is using. For more
information, see topics related to Ad Hoc Conference
linking in the “Ad Hoc Conferencing” chapter.

Bulk Administration Bulk Administration inserts gateway configuration

(OffNet or OnNet) on the Gateway Template. For
more information, see the Cisco Unified
Communications Manager Bulk Administration Guide.

Dialed Number Analyzer (DNA) When used to perform digit analysis on a gateway,
DNA displays the Call Classification that is
configured for the gateway and the route pattern. For
more information, see the Cisco Unified
Communications Manager Dialed Number Analyzer
Guide.

External Call Transfer Restrictions Restrictions

Restriction Description

FXS Gateways FXS gateways such as Cisco Catalyst 6000 24 Port

do not have a Call Classification field on the Gateway
Configuration window; therefore, the system always
considers them as OnNet.

Cisco VG248 Gateway The system does not support the Cisco VG248
Gateway which does not have a Call Classification
field.

FXS Ports Cisco Unified Communications Manager considers

all Cisco Unified IP Phones and FXS ports as OnNet
(internal) that cannot be configured as OffNet
(external).

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PA R T X
Presence and Privacy Features
• Barge , on page 481
• BLF Presence , on page 493
• Call Display Restrictions , on page 507
• Do Not Disturb , on page 519
• Privacy , on page 531
• Private Line Automatic Ringdown , on page 537
• Secure Tone , on page 543
 CHAPTER 37
Barge
• Barge Overview, on page 481
• Barge Configuration Task Flow, on page 483
• Barge Interactions, on page 490
• Barge Restrictions, on page 490
• Barge Troubleshooting, on page 491

Barge Overview
Barge allows a user to be added to a remotely active call that is on a shared line. Remotely active calls for a
line are the active (connected) calls that are made to or from another device that shares a directory number
with the line.
If you configure party entrance tone, a tone plays on the phone when a basic call changes to a barged call or
cbarged call. In addition, a different tone plays when a party leaves the multiparty call.
Phones support Barge in the following conference modes:
• Built-in conference bridge at the phone that is barged—This mode uses the Barge softkey. Most Cisco
Unified IP Phones include the built-in conference bridge capability.
• Shared conference bridge—This mode uses the cBarge softkey.

By pressing the Barge or cBarge softkey in the remote-in-use call state, the user is added to the call with all
parties, and all parties receive a barge beep tone (if configured). If Barge fails, the original call remains active.
If no conference bridge is available (built-in or shared), the barge request gets rejected, and a message displays
on the Barge initiator device. When network or Unified Communications Manager failure occurs, the Barge
call is preserved.

Note To display the softkey option for both Barge and cBarge, disable the Privacy option in Unified Communications
Manager user interface for those devices that have shared line appearances.

For a list of Cisco Unified IP Phones that support Barge, log in to Cisco Unified Reporting and run the Unified
CM Phone Feature List report. Make sure to select Built In Bridge as the feature. For details, see Generate a
Phone Feature List, on page 1.

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Built-In Conference

Single-Button Barge and Single-Button cBarge

The Single-Button Barge and Single-Button cBarge features allow a user to press the shared-line button of
the remotely active call, to be added to the call. All parties receive a barge beep tone (if configured). If barge
fails, the original call remains active.
Phones support Single-Button Barge and Single-Button cBarge in two conference modes:
• Built-in conference bridge at the phone that is barged—This mode uses the Single-Button Barge feature.
• Shared conference bridge—This mode uses the Single-Button cBarge feature.

By pressing the shared-line button of the remote-in-use call, the user is added to the call with all parties, and
all parties receive a barge beep tone (if configured). If barge fails, the original call remains active. If no
conference bridge is available (built-in or shared), the barge request gets rejected, and a message is displayed
at the Barge initiator device.

Built-In Conference
When the user presses the Barge softkey or a shared-line button, a Barge call is set up by using the built-in
conference bridge, if available. A built-in conference bridge is advantageous because neither a media
interruption nor display changes to the original call occur when the Barge is being set up.

Shared Conference
When the user presses the cBarge softkey, or a shared-line button, a barge call is set up by using the shared
conference bridge, if available. The original call is split and then joined at the conference bridge, which causes
a brief media interruption. The call information for all parties changes to “Barge”. The barged call becomes
a conference call with the barge target device as the conference controller. It can add more parties to the
conference or can drop any party. When any party releases the call, the remaining two parties experience a
brief interruption and then get reconnected as a point-to-point call, which releases the shared conference
resource.

Built-In and Shared Conference Differences

This table describes the differences between barge with built-in conference bridge and shared conference.

Feature Barge with Built-In Conference Barge with Shared Conference

The standard softkey template Yes No

includes the Barge/cBarge softkey.
Note If the single button
Barge/cBarge feature is
enabled, the softkey is
not used.

A media break occurs during barge No Yes

setup.

If configured, a user receives a Yes Yes

barge setup tone.

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Barge Configuration Task Flow

Feature Barge with Built-In Conference Barge with Shared Conference

Text displays at the barge initiator To barge XXX To Conference

phone.

Text displays at the target phone. To/From Other To Conference

Text displays at the other phones. To/From Target To Conference

Bridge supports a second barge No Yes

setup to an already barged call.

Initiator releases the call. No media interruption occurs for Media break occurs to release the
the two original parties. shared conference bridge when only
two parties remain and to reconnect
the remaining parties as a
point-to-point call.

Target 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. two parties remain and to reconnect
the remaining parties as a
point-to-point call.

Other party releases the call. All three parties get released. 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.

Target puts call on hold and Initiator gets released. Initiator and the other party remain
performs Direct Transfer, Join, or connected.
Call Park.

Barge Configuration Task Flow

Procedure

Command or Action Purpose

Step 1 Configure Softkey Template for Built-In Add the Barge softkey to a softkey template.
Conferencing, on page 484 Follow this procedure when you are configuring
barge for built-in conference bridges.
Step 2 Configure Softkey Template for Shared Add the cBarge softkey to a softkey template.
Conferencing, on page 485 Follow this procedure when you are configuring
barge for shared conference bridges.
Step 3 To Associate a Softkey Template with Common Optional. To make the softkey template
Device Configuration, on page 486, complete available to phones, you must complete either
the following subtasks: this step or the following step. Follow this step

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Command or Action Purpose

• Add a Softkey Template to Common if your system uses a Common Device
Device Configuration, on page 487 Configuration to apply configuration options to
• Associate Common Device Configuration phones. This is the most commonly used
with Phone, on page 488 method for making a softkey template available
to phones.
Step 4 Associate Softkey Template with Phone, on Optional. Use this procedure either as an
page 486 alternative to associating the softkey template
with the Common Device Configuration, or in
conjunction with the Common Device
Configuration. Use this procedure in
conjunction with the Common Device
Configuration if you need assign a softkey
template that overrides the assignment in the
Common Device Configuration or any other
default softkey.
Step 5 Configure Barge for Built-In Conferencing, on Configure barge for built-in conference bridges.
page 488
Step 6 Configure Barge for Shared Conferencing, on Configure barge for shared conference bridges.
page 489
Step 7 Associate User with Device, on page 60 Associate users with devices.

Configure Softkey Template for Built-In Conferencing

Configure a softkey template for Barge and assign the Barge softkey to that template. You can configure the
Barge softkey in the Remote In Use call state.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Softkey Template.
Step 2 Perform the following steps to create a new softkey template; otherwise, proceed to the next step.
a) Click Add New.
b) Select a default template and click Copy.
c) Enter a new name for the template in the Softkey Template Name field.
d) Click Save.
Step 3 Perform the following steps to add softkeys to an existing template.
a) Click Find and enter the search criteria.
b) Select the required existing template.
Step 4 Check the Default Softkey Template check box to designate this softkey template as the default softkey
template.
Note If you designate a softkey template as the default softkey template, you cannot delete it unless you
first remove the default designation.

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Step 5 Choose Configure Softkey Layout from the Related Links drop-down list in the upper right corner and
click Go.
Step 6 From the Select a Call State to Configure drop-down list, choose the call state for which you want the softkey
to display.
Step 7 From the Unselected Softkeys list, choose the softkey to add and click the right arrow to move the softkey
to the Selected Softkeys list. Use the up and down arrows to change the position of the new softkey.
Step 8 Repeat the previous step to display the softkey in additional call states.
Step 9 Click Save.
Step 10 Perform one of the following tasks:
• Click Apply Config if you modified a template that is already associated with devices to restart the
devices.
• If you created a new softkey template, associate the template with the devices and then restart them. For
more information, see Add a Softkey Template to a Common Device Configuration and Associate a
Softkey Template with a Phone sections.

What to do next
Perform one of the following procedures:
• Add a Softkey Template to Common Device Configuration, on page 487
• Associate Common Device Configuration with Phone, on page 488

Configure Softkey Template for Shared Conferencing

Configure a softkey template for shared conferencing and assign the cBarge softkey to that template. You can
configure the cBarge softkey in the Remote In Use call state.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Softkey Template.
Step 2 Perform the following steps to create a new softkey template; otherwise, proceed to the next step.
a) Click Add New.
b) Select a default template and click Copy.
c) Enter a new name for the template in the Softkey Template Name field.
d) Click Save.
Step 3 Perform the following steps to add softkeys to an existing template.
a) Click Find and enter the search criteria.
b) Select the required existing template.
Step 4 Check the Default Softkey Template check box to designate this softkey template as the default softkey
template.
Note If you designate a softkey template as the default softkey template, you cannot delete it unless you
first remove the default designation.

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Step 5 Choose Configure Softkey Layout from the Related Links drop-down list in the upper right corner and
click Go.
Step 6 From the Select a Call State to Configure drop-down list, choose the call state for which you want the softkey
to display.
Step 7 From the Unselected Softkeys list, choose the softkey to add and click the right arrow to move the softkey
to the Selected Softkeys list. Use the up and down arrows to change the position of the new softkey.
Step 8 Repeat the previous step to display the softkey in additional call states.
Step 9 Click Save.
Step 10 Perform one of the following tasks:
• Click Apply Config if you modified a template that is already associated with devices to restart the
devices.
• If you created a new softkey template, associate the template with the devices and then restart them. For
more information, see Add a Softkey Template to a Common Device Configuration and Associate a
Softkey Template with a Phone sections.

Associate Softkey Template with Phone

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

The Find and List Phones window is displayed.
Step 2 Find the phone to which you want to add the softkey template.
Step 3 Perform one of the following tasks:
• From the Common Device Configuration drop-down list, choose the common device configuration
that contains the required softkey template.
• In the Softkey Template drop-down list, choose the softkey template that contains the Barge or cBarge
softkey.

Step 4 Click Save.

A dialog box is displayed with a message to press Reset to update the phone settings.

Associate a Softkey Template with Common Device Configuration

Optional. There are two ways to associate a softkey template with a phone:
• Add the softkey template to the Phone Configuration.
• Add the softkey template to the Common Device Configuration.

The procedures in this section describe how to associate the softkey template with a Common Device
Configuration. Follow these procedures if your system uses a Common Device Configuration to apply

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configuration options to phones. This is the most commonly used method for making a softkey template
available to phones.
To use the alternative method, see Associate Softkey Template with Phone, on page 486.

Procedure

Step 1 Add a Softkey Template to Common Device Configuration, on page 340

Step 2 Associate a Common Device Configuration with a Phone, on page 341

Add a Softkey Template to Common Device Configuration

Before you begin

Perform one or both of the following as needed:
• Configure Softkey Template for Built-In Conferencing, on page 484
• Configure Softkey Template for Shared Conferencing, on page 485

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Common Device Configuration.
Step 2 Perform the following steps to create a new Common Device Configuration and associate the softkey template
with it; otherwise, proceed to the next step.
a) Click Add New.
b) Enter a name for the Common Device Configuration in the Name field.
c) Click Save.
Step 3 Perform the following steps to add the softkey template to an existing Common Device Configuration.
a) Click Find and enter the search criteria.
b) Click an existing Common Device Configuration.
Step 4 In the Softkey Template drop-down list, choose the softkey template that contains the softkey that you want
to make available.
Step 5 Click Save.
Step 6 Perform one of the following tasks:
• If you modified a Common Device Configuration that is already associated with devices, click Apply
Config to restart the devices.
• If you created a new Common Device Configuration, associate the configuration with devices and then
restart them.

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Associate Common Device Configuration with Phone

Before you begin

Perform one or both of the following as needed:
• Configure Softkey Template for Built-In Conferencing, on page 484
• Configure Softkey Template for Shared Conferencing, on page 485

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find and select the phone device to add the softkey template.
Step 3 From the Common Device Configuration drop-down list, choose the common device configuration that
contains the new softkey template.
Step 4 Click Save.
Step 5 Click Reset to update the phone settings.

What to do next
Perform one or both of the following:
• Configure Barge for Built-In Conferencing, on page 488
• Configure Barge for Shared Conferencing, on page 489

Configure Barge for Built-In Conferencing

Most Cisco Unified IP Phones include the built-in conference bridge capability; that is, these Cisco IP Phones
have an internal DSP that acts as a small conference bridge to support the barge feature. It can support only
a maximum of three parties that include the phone itself. Starting from firmware version 11.x, Cisco IP Phone
8800 Series have the capability to daisy chain the built-in bridge (BIB) feature.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters and set the Built In Bridge
Enable clusterwide service parameter to On.
Note If this parameter is set to Off, configure barge for each phone by setting the Built in Bridge field
in the Phone Configuration window.

Step 2 Set the Party Entrance Tone clusterwide service parameter to True (required for tones) or configure the
Party Entrance Tone field in the Directory Number Configuration window.
Step 3 Set the Single Button Barge/CBarge Policy to Barge.
Note If this parameter is set to Off, configure single-button barge for each phone by setting the Single
Button Barge field in the Phone Configuration window.

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Step 4 Set the Allow Barge When Ringing service parameter to True.
Step 5 Click Save.

Configure Barge for Shared Conferencing

Cisco recommends that you do not configure Barge for shared conferencing (cBarge) for a user who has Barge
configured. Choose only one barge method for each user.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters and set the Built In Bridge
Enable clusterwide service parameter to On.
Note If this parameter is set to Off, configure cBarge for each phone by setting the Built in Bridge field
in the Phone Configuration window.

Step 2 Set the Party Entrance Tone clusterwide service parameter to True (required for tones) or configure the
Party Entrance Tone field in the Directory Number Configuration window.
Step 3 Set the Single Button Barge/CBarge Policy to cBarge.
Note If this parameter is set to Off, configure Single-button cBarge for each phone by setting the Single
Button cBarge field in the Phone Configuration window.

Step 4 Set the Allow Barge When Ringing service parameter to True.
Step 5 Click Save.

Associate User with Device

Before you begin
Perform one or both of the following:
• Configure Barge for Built-In Conferencing, on page 488
• Configure Barge for Shared Conferencing, on page 489

Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > End User.
Step 2 Specify the appropriate filters in the Find User Where field to and then click Find to retrieve a list of users.
Step 3 Select the user from the list.
The End User Configuration window appears.
Step 4 Locate the Device Information section.
Step 5 Click Device Association.

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The User Device Association window appears.

Step 6 Find and select the CTI remote device.
Step 7 To complete the association, click Save Selected/Changes.
Step 8 From Related Links drop-down list, choose Back to User, and then click Go.
The End User Configuration window appears, and the associated device that you chose appears in the
Controlled Devices pane.

Barge Interactions
Feature Interaction

cBarge Cisco recommends that you assign either the Barge or cBarge softkey to a softkey
template. By having only one of these softkeys for each device, you can prevent
confusion for users and avoid potential performance issues.
Note You can enable Single-Button Barge or Single-Button cBarge for a
device, but not both.

Call Park When the target parks the call, the barge initiator gets released (if using the built-in
bridge), or the barge initiator and the other party remain connected (if using the
shared conference).

Join When the target joins the call with another call, the barge initiator gets released
(if using the built-in bridge), or the barge initiator and the other party remain
connected (if using the shared conference).

Private Line Automatic A Barge, cBarge, or Single-Button Barge initiator can barge into a call through
Ringdown (PLAR) a shared line that is configured for Barge and Private Line Automatic Ringdown
(PLAR). The initiator can barge into the call if the barge target uses the
preconfigured number that is associated with the PLAR line while on the call.
Cisco Unified Communications Manager does not send the barge invocation to
the PLAR line before connecting the barge call, so the barge occurs regardless
of the state of the PLAR destination.
To make Barge, cBarge, or Single-Button Barge function with PLAR, you must
configure Barge, cBarge, or Single-Button Barge. In addition, you must configure
the PLAR destination, a directory number that is used specifically for PLAR.

Barge Restrictions
Restriction Description

Additional callers The Barge initiator cannot conference in additional callers.

Computer Telephony CTI does not support Barge through APIs that TAPI and JTAPI applications
Interface (CTI) invoke. CTI generates events for Barge when it is invoked manually from an IP
phone by using the Barge or cBarge softkey.

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Restriction Description

G.711 codec The original call requires G.711 codec. If G.711 is not available, use cBarge
instead.

Cisco Unified IP Phones You can assign a softkey template that contains the Barge softkey to any IP phone
that uses softkeys; however, some IP phones do not support the Barge feature.

Encryption If you configure encryption for Cisco Unified IP Phones 7960 and 7940, those
encrypted devices cannot accept a barge request when they are participating in
an encrypted call. When the call is encrypted, the barge attempt fails. A tone
plays on the phone to indicate that the Barge failed.

Maximum number of calls If the number of shared-line users in the conference is equal to or greater than
the configuration for the Maximum Number of Calls setting for the device from
which you are attempting to barge, the phone displays the message, Error:
Past Limit.

Barge Troubleshooting
No Conference Bridge Available
When the Barge softkey is pressed, the message No Conference Bridge Available is displayed on
the IP phone.
The Built In Bridge field in the Phone Configuration window for the target phone is not set properly.
To resolve the problem, perform the following steps:
1. From Cisco Unified CM Administration, choose Device > Phone and click Find the phone to find the
phone configuration of the phone that is having the problem.
2. Set the Built In Bridge field to On.
3. Click Update.
4. Reset the phone.

Error: Past Limit

The phone displays the message, Error: Past Limit.
The number of shared-line users in the conference is equal to or greater than the configuration for the Maximum
Number of Calls field for the device from which you are attempting to barge.
• Go to Service Parameter Configuration window and locate the Clusterwide Parameters (Feature -
Conference) section. Increase the value of Maximum Ad Hoc Conference parameter as required.
• Check the Maximum Number of Calls value for the shared lines on the device from which you are
attempting to barge and increase the value as required.

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BLF Presence
• BLF Presence Overview, on page 493
• BLF Presence Prerequisites, on page 493
• BLF Presence Configuration Task Flow, on page 494
• BLF Presence Interactions, on page 505
• BLF Presence Restrictions, on page 505

BLF Presence Overview

The Busy Lamp Field (BLF) presence feature allows a user who is a watcher to monitor the real-time status
of another user at a directory number or Session Initiation Protocol (SIP) uniform resource identifier (URI)
from the device of the watcher.
A watcher can monitor the status of the user or BLF presence entity (also called presentity) by using the
following options:
• BLF and SpeedDial buttons
• Missed call, placed call, or received call lists in the directories window
• Shared directories, such as the corporate directory
Call lists and directories display the BLF status for existing entries. When you configure BLF and SpeedDial
buttons, the BLF presence entity appears as a speed dial on the device of the watcher.
To view the status of a BLF presence entity, watchers send BLF presence requests to Cisco Unified
Communications Manager. After administrators configure BLF presence features, real-time status icons appear
on the watcher device to indicate whether the BLF presence entity is on the phone, is not on the phone, the
status is unknown, and so on.
Extension mobility users can use BLF presence features on phones with extension mobility support.
BLF presence group authorization ensures that only authorized watchers can access the BLF presence status
for a destination. Because the administrator ensures that the watcher is authorized to monitor the destination
when a BLF or Speed Dial is configured, BLF presence group authorization does not apply to BLF or Speed
Dials.

BLF Presence Prerequisites

• Configure the phones that you want to use with the BLF presence feature.

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• Configure the SIP trunks that you want to use with the BLF presence feature.

BLF Presence Configuration Task Flow

Before you begin
• Review BLF Presence Prerequisites, on page 493

Procedure

Command or Action Purpose

Step 1 Configure and synchronize cluster-wide Configure BLF options that apply to all devices
enterprise parameters for Busy Lamp Field and services in the same cluster. You can
(BLF). See Configure/Synchronize synchronize enterprise-parameter configuration
Cluster-Wide Enterprise Parameters for BLF, changes with the configured devices in the
on page 495. least-intrusive manner. For example, a reset or
restart may not be required on some affected
devices.
Step 2 Configure cluster-wide service parameters for Configure presence service parameters to
BLF. See Configure Cluster-Wide Service configure different services on selected servers
Parameters for BLF, on page 496. in Cisco Unified Communications Manager
Administration.
Step 3 Configure BLF presence groups. See Configure Configure BLF presence groups to control the
BLF Presence Groups, on page 496. destinations that watchers can monitor.
Step 4 To associate BLF presence group with devices Apply a BLF presence group to a directory
and users, perform the following subtasks: number, SIP trunk, phone that is running SIP,
phone that is running SCCP, application user
• Associate BLF presence groups with
(for application users that are sending presence
phones. See Associate BLF Presence
requests over the SIP trunk), or end user.
Groups with Phone, on page 498.
• Associate BLF presence groups with SIP
trunks. See Associate BLF Presence
Groups with SIP Trunk, on page 499.
• Associate BLF presence groups with an
end user. See Associate BLF Presence
Groups with End User, on page 500.
• Associate BLF presence groups with an
application user. See Associate BLF
Presence Groups with Application User,
on page 501.

Step 5 Accept BLF presence requests from external To enable application-level authorization for a
trunks and applications. See Accept BLF SIP trunk application in addition to trunk-level
Presence Requests from External Trunks and authorization.
Applications, on page 502.

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Command or Action Purpose

Step 6 Configure Calling Search Space. See Configure Apply a SUBSCRIBE Calling Search Space to
a Calling Search Space for Presence Requests, the SIP trunk, phone, or end user. The
on page 502. SUBSCRIBE Calling Search Space determines
how Cisco Unified Communications Manager
routes presence requests that come from the
trunk or the phone. Calling search spaces
determine the partitions that calling devices
search when they are attempting to complete a
call. If you do not select a different calling
search space for presence requests, the
SUBSCRIBE Calling Search Space selects the
default option, which is None.
Step 7 Configure a phone button template for BLF and Configure a phone button template for BLF and
SpeedDial buttons. See Configure a Phone SpeedDial buttons for a phone, or user device
Button Template for BLF and SpeedDial profile.
Buttons, on page 503.
Note If the template does not support BLF
and SpeedDials, the Add a new BLF
SD link appears in the Unassigned
Associated Items pane.

Step 8 Associate button template with a device. See Use a button template with a configured device
Associate Button Template with a Device, on for the BLF presence.
page 504.
Step 9 Configure user device profile. See Configure Configure the user device profiles for BLF
User Device Profile, on page 504. presence.

Configure/Synchronize Cluster-Wide Enterprise Parameters for BLF

Use enterprise parameters for default configuration that apply to all devices and services in the same cluster.
A cluster consists of a set of Cisco Unified Communications Managers that share the same database. When
you install a new Cisco Unified Communications Manager, it uses the enterprise parameters to set the initial
values of its device defaults.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Enterprise Parameters.
Step 2 Configure the fields in the Enterprise Parameters Configuration window. For more information on the
fields and their configuration options, see Online Help.
Tip For details about an enterprise parameter, click the parameter name or the question mark that appears
in the Enterprise Parameter Configuration window.

Step 3 Click Save.

Step 4 (Optional) Click Apply Config to synchronize cluster-wide parameters.
The Apply Configuration Information dialog box appears.

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Step 5 Click OK.

Configure Cluster-Wide Service Parameters for BLF

You can configure one or multiple services available in the Service Parameter Configuration window for
BLF.

Before you begin

Configure/Synchronize Cluster-Wide Enterprise Parameters for BLF, on page 495

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose the server where you want to configure the parameter.
Step 3 Configure the fields in the Service Parameters Configuration window. For more information on the fields
and their configuration options, see Online Help.
Tip For details about the service parameters, click the parameter name or the question mark that appears
in the Service Parameter Configuration window.

Step 4 Click Save.

Note The Default Inter-Presence Group Subscription parameter does not apply to BLF and SpeedDials.

Configure BLF Presence Groups

You can use BLF presence groups to control the destinations that watchers can monitor. To configure a BLF
presence group, create the group in Cisco Unified Communications Manager Administration and assign one
or more destinations and watchers to the same group.
When you add a new BLF presence group, Unified Communications Manager defines all group relationships
for the new group with the default cluster field as the initial permission fields. To apply different permissions,
configure new permissions between the new group and existing groups for each permission that you want to
change.

Note The system always allows BLF presence requests within the same BLF presence group.

To view the status of a presence entity, watchers send presence requests to Unified Communications Manager.
The system requires watchers to be authorized to initiate status requests for a presence entity with these
requirements:
• The watcher BLF presence group be authorized to obtain the status for the presence entity presence
group, whether inside or outside of the cluster.

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• Unified CM must be authorized to accept BLF presence requests from an external presence server or
application.

Before you begin

Configure Cluster-Wide Service Parameters for BLF, on page 496

Procedure

Step 1 From Cisco Unified CM Administration, choose System > BLF Presence Group.
Step 2 Configure the fields in the BLF Presence Group Configuration window. See BLF Presence Group Fields
for BLF, on page 497 for details about the fields and their configuration options.
Note Use the Default Inter-Presence Group Subscription service parameter for the Cisco CallManager
service. It sets the clusterwide permissions parameter for BLF presence groups to allow subscription
or disallow subscription. This field enables administrators to set a system default and configure
BLF presence group relationships by using the default field for the cluster.

Step 3 Click Save.

Note The permissions that you configure for a BLF presence group appear in the BLF Presence Group
Relationship pane. Permissions that use the system default permission field for the group-to-group
relationship do not appear.

What to do next
Associate BLF presence group with devices and users by performing the following subtasks:
• Associate BLF Presence Groups with Phone, on page 498
• Associate BLF Presence Groups with SIP Trunk, on page 499
• Associate BLF Presence Groups with End User, on page 500
• Associate BLF Presence Groups with Application User, on page 501

BLF Presence Group Fields for BLF

Presence authorization works with BLF presence groups. The following table describes the BLF presence
group configuration fields.

Field Description

Name Enter the name of the BLF presence group that you
want to configure. For example, Executive_Group.

Description Enter a description for the BLF presence group that

you are configuring.

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Field Description

Modify Relationship to Other Presence Groups Select one or more BLF presence groups to configure
the permission fields for the named group to the
selected groups.

Subscription Permission For the selected BLF presence groups, choose one of
the following options from the drop-down list:
• Use System Default—Set the permissions field
to the Default Inter-Presence Group Subscription
clusterwide service parameter field (Allow
Subscription or Disallow Subscription).
• Allow Subscription—Allow members in the
named group to view the real-time status of
members in the selected groups.
• Disallow Subscription—Block members in the
named group from viewing the real-time status
of members in the selected groups.
The permissions that you configure appear in the BLF
Presence Group relationship pane when you click
Save. All groups that use system default permission
field do not appear.

BLF Presence Group Association with Devices and Users

Perform the following procedures to apply a BLF presence group to the phone, SIP trunk, phone that is running
SIP, phone that is running SCCP, directory number, application user (for application users that are sending
presence requests over the SIP trunk), and end user.

Note The system allows presence requests between members in the same BLF presence group.

Associate BLF Presence Groups with Phone

You can use BLF presence for phones and trunks when the phones and trunks have permission to send and
receive presence requests.
Cisco Unified Communications Manager handles the BLF presence requests for Cisco Unified Communications
Manager users, whether inside or outside the cluster. For a Cisco Unified Communications Manager watcher
that sends a BLF presence request through the phone, Cisco Unified Communications Manager responds with
the BLF presence status if the phone and BLF presence entity are colocated

Before you begin

Configure BLF Presence Groups, on page 496

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Procedure

Step 1 In the Cisco Unified CM Administration, choose Device > Phone, and click Add New.
The Add a New Phone window appears.
Step 2 From the Phone Type drop-down list, select the type of phone that you want to associate BLF presence group
to.
Step 3 Click Next.
Step 4 Configure the fields in the Phone Configuration window. See the online help for information about the fields
and their configuration options.
Note From the SUBSCRIBE Calling Search Space drop-down list, select a SUBSCRIBE calling search
space to use for presence requests for the phone. All calling search spaces that you configure in
Cisco Unified Communications Manager Administration appear in the SUBSCRIBE Calling Search
Space drop-down list. If you do not select a different calling search space for the end user from the
drop-down list, the value of this field applies the default value as None. To configure a SUBSCRIBE
calling search space specifically for this purpose, configure a calling search space as you configure
all calling search spaces.

Step 5 Click Save.

What to do next
Associate BLF presence group with devices and users by performing the following subtasks:
• Associate BLF Presence Groups with SIP Trunk, on page 499
• Associate BLF Presence Groups with End User, on page 500
• Associate BLF Presence Groups with Application User, on page 501

Associate BLF Presence Groups with SIP Trunk

If digest authentication is not configured for the SIP trunk, you can configure the trunk to accept incoming
subscriptions, but application-level authorization cannot be initiated, and Unified CM accepts all incoming
requests before performing group authorization. When digest authentication is used with application-level
authorization, Unified CM also authenticates the credentials of the application that is sending the BLF presence
requests.
When there is a BLF presence request for a device that exists outside of the cluster, Unified Communications
Manager queries the external device through the SIP trunk. If the watcher has permission to monitor the
external device, the SIP trunk sends the BLF presence request to the external device, and returns BLF presence
status to the watcher.

Tip To use BLF presence group authorization with incoming presence requests on a SIP trunk, configure a presence
group for the trunk, such as External_Presence_Serv_Group1, and configure the appropriate permissions to
other groups inside the cluster.

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If you configure both levels of authorization for SIP trunk presence requests, the BLF presence group for the
SIP trunk gets used only when no BLF presence group is identified in the incoming request for the application.

Before you begin

Configure BLF Presence Groups, on page 496

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Trunk, and click Add New.
Step 2 From the Trunk Type drop-down list, select the type of phone that you want to associate BLF presence group.
The value in the Device Protocol drop-down list populates automatically.
Step 3 Click Next.
Step 4 Configure the fields in the Trunk Configuration window. See the online help for information about the fields
and their configuration options.
Note To authorize the Unified CM system to accept incoming BLF presence requests from the SIP trunk,
check the Accept Presence Subscription check box in the SIP Trunk Security Profile Configuration
window. To block incoming presence requests on a SIP trunk, uncheck the check box. When you
allow SIP trunk BLF presence requests, Unified CM accepts requests from the SIP user agent (SIP
proxy server or external BLF presence server) that connects to the trunk. Consider digest
authentication as optional when Unified CM is configured to accept BLF presence requests from a
SIP trunk.

Step 5 Click Save.

What to do next
Associate BLF presence group with devices and users by performing the following subtasks:
• Associate BLF Presence Groups with Phone, on page 498
• Associate BLF Presence Groups with End User, on page 500
• Associate BLF Presence Groups with Application User, on page 501

Associate BLF Presence Groups with End User

An administrator associates BLF presence groups with end user for user directories and call lists and to
configure extension mobility settings.

Before you begin

Configure BLF Presence Groups, on page 496

Procedure

Step 1 In the Cisco Unified CM Administration, choose User Management > End User, and click Add New.

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The End User Configuration window appears.

Step 2 Configure the fields in the End User Configuration window. See the online help for information about the
fields and their configuration options.
Step 3 Click Save.

What to do next
Associate BLF presence group with devices and users by performing the following subtasks:
• Associate BLF Presence Groups with Phone, on page 498
• Associate BLF Presence Groups with SIP Trunk, on page 499
• Associate BLF Presence Groups with Application User, on page 501

Associate BLF Presence Groups with Application User

An administrator associates BLF Presence groups with an application user for external applications. These
external applications send BLF presence requests that is SIP trunk or home on a proxy server which is connected
on SIP trunk. For example, Web Dial, Meeting Place, conference servers, and presence servers.

Before you begin

Configure BLF Presence Groups, on page 496

Procedure

Step 1 In the Cisco Unified CM Administration, choose User Management > Application User, and click Add
New.
The Application User Configuration window appears.
Step 2 Configure the fields in the Application User Configuration window. See the online help for information
about the fields and their configuration options.
Step 3 Click Save.

What to do next
Associate BLF presence group with devices and users by performing the following subtasks:
• Associate BLF Presence Groups with Phone, on page 498
• Associate BLF Presence Groups with SIP Trunk, on page 499
• Associate BLF Presence Groups with End User, on page 500

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Accept BLF Presence Requests from External Trunks and Applications

To allow BLF presence requests from outside the cluster, configure the system to accept BLF presence requests
from the external trunk or application. You can assign BLF presence groups to trunks and applications outside
the cluster to invoke BLF presence group authorization.

Before you begin

Associate BLF presence group with devices and users by performing the following subtasks:
• Associate BLF Presence Groups with Phone, on page 498
• Associate BLF Presence Groups with SIP Trunk, on page 499
• Associate BLF Presence Groups with End User, on page 500
• Associate BLF Presence Groups with Application User, on page 501

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Trunk, and click Add New.
The Trunk Configuration window appears.
Step 2 To allow BLF presence requests from a SIP trunk, check the Accept Presence Subscription check box in
the SIP Trunk Security Profile Configuration window.
Step 3 To enable application-level authorization for a SIP trunk application in addition to trunk-level authorization,
check the following check boxes in the SIP Trunk Security Profile Configuration window:
• Enable Digest Authentication
• Enable Application Level Authorization

Note You cannot check Enable Application Level Authorization unless Enable Digest Authentication
is checked.

Step 4 Apply the profile to the trunk. Click Reset so that the changes to the trunk can take effect.
Note If you checked Enable Application Level Authorization, check the Accept Presence Subscription
check box in the Application User Configuration window for the application.

Configure a Calling Search Space for Presence Requests

The SUBSCRIBE Calling Search space option allows you to apply a calling search space separate from the
call-processing Calling Search Space for BLF presence requests. Select a different calling search space for
presence requests, else the SUBSCRIBE Calling Search Space selects the None default option. The
SUBSCRIBE Calling Search Space that is associated with an end user is used for extension mobility calls.
You apply the SUBSCRIBE Calling Search Space to the SIP trunk, phone, or end user. The SUBSCRIBE
Calling Search Space that is associated with an end user is used for extension mobility calls.

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Configure a Phone Button Template for BLF and SpeedDial Buttons

Before you begin

Accept BLF Presence Requests from External Trunks and Applications, on page 502

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Class of Control > Calling Search Space.
Step 2 In the Calling Search Space configuration window, choose the calling search space from the SUBSCRIBE
Calling Search Space drop-down list.
Step 3 Click Add New.
Step 4 In the Name field, enter a name.
Step 5 (Optional) In the Description field, enter a description to identify the calling search space.
Step 6 From the Available Partitions list, select one or multiple partitions, and click the arrow keys.
The selected partitions appear in the Selected Partitions list.
Step 7 (Optional) To add or remove a partition from the Selected Partitions list, click the arrow keys next to the list
box.
Step 8 Click Save.
All calling search spaces that you configure in Cisco Unified Communications Manager Administration appear
in the SUBSCRIBE Calling Search Space drop-down list in the Trunk Configuration or Phone
Configuration window.

Configure a Phone Button Template for BLF and SpeedDial Buttons

You can configure BLF and SpeedDial buttons for a phone or user device profile. After you apply the template
to the phone or device profile (and save the phone or device profile configuration), the Add a new BLF SD
link appears in the Association Information pane in Cisco Unified Communications Administration.

Note If the template does not support BLF and SpeedDials, the Add a new BLF SD link appears in the Unassigned
Associated Items pane.

When an administrator decides to add or change a BLF and SpeedDial button for a SIP URI, the administrator
ensures that the watcher is authorized to monitor that destination. If the system uses a SIP trunk to reach a
SIP URI BLF target, the BLF presence group associated with the SIP trunk applies.

Note You do not need to configure BLF presence groups or the Default Inter-Presence Group Subscription parameter
for BLF and SpeedDials.

Before you begin

Configure a Calling Search Space for Presence Requests, on page 502

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Associate Button Template with a Device

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Phone Button Template.
Step 2 Click the Add New button.
The Phone Button Template Configuration window appears.
Step 3 In the Button Template Name field, enter a name for the template.
Step 4 From the Phone Button Template drop-down list, select a template of phone button.
Step 5 Click Copy to create a new button template based on the layout of the selected button template.
Step 6 Click Save.

Associate Button Template with a Device

You configure BLF and SpeedDial buttons for a phone or user device profile. The BLF value does not have
to be on the cluster. For information on the Busy Lamp Field (BLF) status icons that display on the phone,
see the Cisco Unified IP Phone documentation that supports your phone. To identify whether your phone
supports BLF presence, see the Cisco Unified IP Phone documentation that supports your phone and this
version of Unified Communications Manager.

Before you begin

Configure a Phone Button Template for BLF and SpeedDial Buttons, on page 503

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Device Profile.
Step 2 Enter the search parameters to find the configured phone button templates, and click Find.
The records matching all the search criteria appear.
Step 3 Click one of the records.
The Device Profile Configuration window appears.
Step 4 From the Phone Button Template list, select a configured phone button template.
Step 5 (Optional) Modify the values of the configured device.
Step 6 Click Save.

Configure User Device Profile

See the “BLF Presence with Extension Mobility” section of BLF Presence Interactions, on page 505 for details.

Before you begin

Associate Button Template with a Device, on page 504

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Procedure

Step 1 In the Cisco Unified CM Administration, choose Device > Device Settings > Device Profile.
Step 2 Click Add New.
The Device Profile Configuration window appears.
Step 3 Configure the fields in Device Profile Configuration window. See the online help for information about the
fields and their configuration options.
Note If the phone button template that you applied to the phone or device profile does not support BLF
and SpeedDials, the link does not appear in the Association Information pane, but appears in the
Unassigned Associated Items pane.

Step 4 Click Save.

BLF Presence Interactions

Feature Interaction
Presence BLF with When the H.323 phone is in the RING IN state, the BLF status gets reported as Busy.
DNs on H.323 phones For the presence entities of phones that are running either SCCP or SIP and that are
when the H.323 in the RING IN state, the BLF status gets reported as Idle.
phone device serves
as presence entity

Presence BLF with When the H.323 phone is not connected to Cisco Unified Communications Manager
DNs on H.323 phones for any reason, such as the Ethernet cable is unplugged from the phone, the BLF
when the H.323 status gets reported as Idle all the time. For presence entities of phones that are running
phone device serves either SCCP or SIP and that are not connected to Cisco Unified Communications
as presence entity Manager, the BLF status gets reported as Unknown.

BLF Presence with When you configure BLF and SpeedDial buttons in a user device profile in Cisco
Extension Mobility Unified Communications Manager Administration, a phone that supports Cisco
Extension Mobility displays BLF presence status on the BLF and SpeedDial buttons
after you log in to the device.
When the extension mobility user logs out, a phone that supports Cisco Extension
Mobility displays BLF presence status on the BLF and SpeedDial buttons for the
logout profile that is configured.

BLF Presence Restrictions

Restriction Description

SIP Presence Cisco Unified Communications Manager Assistant does not support SIP presence.

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Restriction Description

BLF Presence Requests Cisco Unified Communications Manager Administration rejects BLF presence
requests to a directory number that is associated with a hunt pilot.

BLF on Call List Feature The BLF on call list feature is not supported on the Cisco Unified IP Phone 7940
and Cisco Unified IP Phone 7960.

BLF and SpeedDials The administrator ensures that the watcher is authorized to monitor the destination
when configuring a BLF and SpeedDial. BLF presence group authorization does
not apply to BLF and SpeedDials.
Note BLF presence group authorization does not apply to any directory
number or SIP URI that is configured as a BLF and Speed Dial that
appears in a call list for phones that are running SIP.

If there is an overlapping DN, where there is the same extension in different

partitions, the presence notifications are selected based on the order of the
partitions configured within the SUBSCRIBE CSS assigned to the device.
For example, two BLF speed dials are configured on a phone.
• Extension 1234 in the "internal" partition
• Extension 1234 in the "external" partition

Whichever partition is listed first within the SUBSCRIBE CSS is the one that
will provide BLF presence to the subscribed devices.

BLF Presence For Cisco Unified IP Phones with multiple lines, the phone uses the cached
Authorization information that is associated with the line directory number for missed and
placed calls to determine BLF presence authorization. If this call information is
not present, the phone uses the primary line as the subscriber for BLF presence
authorization. For BLF and SpeedDial buttons on Cisco Unified IP Phones with
multiple lines, the phone uses the first available line as the subscriber.

Cisco Unified IP Phone When a user monitors a directory number that is configured for Cisco Unified
IP Phones 7960 and 7940 that are running SIP, the system displays a status icon
for ‘not on the phone’ on the watcher device when the presence entity is off-hook
(but not in a call connected state). These phones do not detect an off-hook status.
For all other phone types, the system displays the status icon for ‘on the phone’
on the watcher device for an off-hook condition at the presence entity.

SIP Trunks BLF presence requests and responses must route to SIP trunks or routes that are
associated with SIP trunks. The system rejects BLF presence requests routing to
MGCP and H323 trunk devices.

BLF Presence-supported For BLF presence-supported phones that are running SIP, you can configure
Phones that are running directory numbers or SIP URIs as BLF and SpeedDial buttons. For BLF
SIP presence-supported phones that are running SCCP, you can only configure
directory numbers as BLF and SpeedDial buttons.

Phones that are running For phones that are running SIP, BLF presence group authorization also does not
SIP apply to any directory number or SIP URI that is configured as a BLF and Speed
Dial that appears in a call list.

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Call Display Restrictions
• Call Display Restrictions Overview, on page 507
• Call Display Restrictions Configuration Task Flow, on page 507
• Call Display Restrictions Interactions, on page 516
• Call Display Restrictions Feature Restrictions, on page 518

Call Display Restrictions Overview

Cisco Unified Communications Manager provides flexible configuration options that allow and also restrict
the display of the number and name information for both calling and connected users. You can restrict connected
numbers and names independently of each other.
You can configure connected number and name restrictions on the SIP trunk level or on a call-by-call basis.
The SIP trunk level configuration overrides a call-by-call configuration.
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 can restrict the call
information to display on either phone.

Call Display Restrictions Configuration Task Flow

Before you begin
• Review Call Display Restrictions Interactions, on page 516

Procedure

Command or Action Purpose

Step 1 Generate a Phone Feature List, on page 1 Generate a report to identify endpoints that
support the Call Display Restrictions feature.
Step 2 Configure Partitions for Call Display Configure partitions to create a logical grouping
Restrictions, on page 508 of directory numbers (DN) and route patterns
with similar reachability characteristics. For
example, in a hotel environment, you can a

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Command or Action Purpose

configure a partition for dialing between rooms,
and a partition for dialing the public switched
telephone network (PSTN).
Step 3 Configure Calling Search Spaces for Call Configure calling search spaces to identify the
Display Restrictions, on page 509. partitions that calling devices can search when
they attempt to complete a call. Create calling
search spaces for rooms, the front desk, other
hotel extensions, the PSTN, and the room park
range (for call park).
Step 4 Configure the Service Parameter for Connected Configure the service parameter to display the
Number Display Restriction, on page 510. connected line ID as dialed digits only.
Step 5 Configure Translation Patterns, on page 511. Configure translation patterns with different
levels of display restrictions.
Step 6 Configure Phones for Call Display Restrictions, Associate endpoints with the partitions and the
on page 512 calling search spaces that you want to use for
call display restrictions.
Step 7 Configure the PSTN Gateway for Call Display Associate the PSTN gateway with the partitions
Restrictions, on page 514 and the calling search spaces that you want to
use for call display restrictions.
Step 8 Optional. Configure Call Display Restrictions Use this procedure to configure connected
on SIP Trunks, on page 514 number and name restrictions on the SIP trunk
level. The SIP trunk level configuration
overrides call-by-call configuration.

Configure Partitions for Call Display Restrictions

Configure partitions to create a logical grouping of directory numbers (DNs) and route patterns with similar
reachability characteristics. Partitions facilitate call routing by dividing the route plan into logical subsets that
are based on organization, location, and call type. You can configure multiple partition

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Class of Control > Partition.
Step 2 Click Add New to create a new partition.
Step 3 In the Partition Name, Description field, enter a name for the partition that is unique to the route plan.
Partition names can contain alphanumeric characters, as well as spaces, hyphens (-), and underscore characters
(_). See the online help for guidelines about partition names.
Step 4 Enter a comma (,) after the partition name and enter a description of the partition on the same line.
The description can contain up to 50 characters in any language, but it cannot include double quotes ("),
percentage sign (%), ampersand (&), backslash (\), angle brackets (<>), or square brackets ([ ]).
If you do not enter a description, Cisco Unified Communications Manager automatically enters the partition
name in this field.

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Partition Name Guidelines

Step 5 To create multiple partitions, use one line for each partition entry.
Step 6 From the Time Schedule drop-down list, choose a time schedule to associate with this partition.
The time schedule specifies when the partition is available to receive incoming calls. If you choose None, the
partition remains active at all times.
Step 7 Select one of the following radio buttons to configure the Time Zone:
• Originating Device—When you select this radio button, the system compares the time zone of the calling
device to the Time Schedule to determine whether the partition is available is available to receive an
incoming call.
• Specific Time Zone—After you select this radio button, choose a time zone from the drop-down list.
The system compares the chosen time zone to the Time Schedule to determine whether the partition is
available is available to receive an incoming call.

Step 8 Click Save.

Partition Name Guidelines

The list of partitions in a calling search space is limited to a maximum of 1024 characters. This means that
the maximum number of partitions in a CSS varies depending on the length of the partition names. Use the
following table to determine the maximum number of partitions that you can add to a calling search space if
partition names are of fixed length.

Table 45: Partition Name Guidelines

Partition Name Length Maximum Number of Partitions

2 characters 340

3 characters 256

4 characters 204

5 characters 172

... ...

10 characters 92

15 characters 64

Configure Calling Search Spaces for Call Display Restrictions

Configure calling search spaces to identify the partitions that calling devices can search when they attempt
to complete a call. Create calling search spaces for rooms, the front desk, other hotel extensions, the PSTN,
and the room park range (for call park).

Before you begin

Configure Partitions for Call Display Restrictions, on page 508

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Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Class of Control > Calling Search Space.
Step 2 Click Add New.
Step 3 In the Name field, enter a name.
Ensure that each calling search space name is unique to the system. The name can include up to 50 alphanumeric
characters and can contain any combination of spaces, periods (.), hyphens (-), and underscore characters (_).

Step 4 In the Description field, enter a description.

The description can include up to 50 characters in any language, but it cannot include double-quotes ("),
percentage sign (%), ampersand (&), back-slash (\), or angle brackets (<>).

Step 5 From the Available Partitions drop-down list, perform one of the following steps:
• For a single partition, select that partition.
• For multiple partitions, hold down the Control (CTRL) key, then select the appropriate partitions.

Step 6 Select the down arrow between the boxes to move the partitions to the Selected Partitions field.
Step 7 (Optional) Change the priority of selected partitions by using the arrow keys to the right of the Selected
Partitions box.
Step 8 Click Save.

Configure the Service Parameter for Connected Number Display Restriction

The connected number display restriction restricts the connected line ID display to dialed digits only. This
option addresses customer privacy issues as well as connected number displays that are meaningless to phone
users.

Before you begin

Configure Calling Search Spaces for Call Display Restrictions, on page 509

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 Select the server where the Cisco CallManager service runs, and then select the Cisco CallManager service.
Step 3 Set the Always Display Original Dialed Number service parameter to True to enable this feature.
The default value is False.

Step 4 (Optional) Set the Name Display for Original Dialed Number When Translated service parameter.
The default field shows the alerting name of the original dialed number before translation. You can change
this parameter to show the alerting name of the dialed number after translation. This parameter is not applicable
if the Always Display Original Number service parameter is set to False.

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Step 5 Click Save.

Configure Translation Patterns

Unified Communications Manager uses translation patterns to manipulate dialed digits before it routes a call.
In some cases, the system does not use the dialed number. In other cases, the public switched telephone
network (PSTN) does not recognize the dialed number. For the Call Display Restrictions feature, calls are
routed through different translation patterns before the calls are extended to the actual device.

Before you begin

Configure the Service Parameter for Connected Number Display Restriction, on page 510

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Translation Pattern.
Step 2 Configure the fields in the Translation Pattern Configuration window. See Translation Pattern Fields for
Call Display Restrictions, on page 511 for more information about the fields and their configuration options.
Step 3 Click Save.

Translation Pattern Fields for Call Display Restrictions

Field Description
Translation Pattern Enter the translation pattern, including numbers and
wildcards. Do not use spaces. For example, for the NANP,
enter 9.@ for typical local access or 8XXX for a typical
private network numbering plan.
Valid characters include the uppercase characters A, B, C,
and D and \+, which represents the international escape
character +.

Description Enter a description for the translation pattern. The

description can include up to 50 characters in any language,
but it cannot include double quotes ("), percentage sign
(%), ampersand (&), or angle brackets (<>).

Partition From the drop-down list, choose the partition to associate

with this translation pattern.

Calling Search Space From the drop-down list, choose the calling search space
to associate with this translation pattern.

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Field Description
Calling Line ID Presentation From the drop-down list, choose one of the following
options:
• Default—Choose this option if you do not want to
change the presentation of the calling line ID.
• Allowed—Choose this option if you want to display
the phone number of the calling party.
• Restricted—Choose this option if you want Cisco
Unified Communications Manager to block the
display of the calling party phone number.

Calling Name Presentation From the drop-down list, choose one of the following
options:
• Default—Choose this option if you do not want to
change the presentation of the calling name.
• Allowed—Choose this option if you want to display
the name of the calling party.
• Restricted—Choose this option if you want Cisco
Unified Communications Manager to block the
display of the calling name.

Connected Line ID Presentation From the drop-down list, choose one of the following
options:
• Default—Choose this option if you do not want to
change the presentation of the connected line ID.
• Allowed—Choose this option if you want to display
the phone number of the connected party.
• Restricted—Choose this option if you want Cisco
Unified Communications Manager to block the
display of the connected party phone number.

Connected Name Presentation From the drop-down list, choose one of the following
options:
• Default—Choose this option if you do not want to
change the presentation of the connected name.
• Allowed—Choose this option if you want to display
the name of the connected party.
• Restricted—Choose this option if you want Cisco
Unified Communications Manager to block the
display of the connected name.

Configure Phones for Call Display Restrictions

Use this procedure to associate phones with the partitions and the calling search spaces used for call display
restrictions.

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Before you begin

Configure Translation Patterns, on page 511

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Perform one of the following tasks:
a) To modify the fields for an existing phone, enter search criteria and choose a phone from the resulting
list. The Phone Configuration window appears.
b) To add a new phone, click Add New.
The Add a New Phone window appears.

Step 3 From the Calling Search Space drop-down list, choose the calling search space that you want the system to
use when it determines how to route a dialed number.
Step 4 Check the Ignore presentation indicators (internal calls only) check box to ignore any presentation restriction
on internal calls.
Step 5 Click Save.
The phone is added to the database.
Step 6 To associate the added phone to a directory number, choose Device > Phone, enter search parameters to
search the phone that you added.
Step 7 In the Find and List Phones window, click the phone name.
The Phone Configuration window appears.
Step 8 From the Association pane, click the phone name to add or modify the directory number.
The Directory Number Configuration window appears.
Step 9 In the Directory Number Configuration window, add or modify the value of directory number in the
Directory Number text box, and select a value in the Route Partition drop-down list.
Step 10 Click Save.

Phone Configuration Example

Configure phone A (Room-1) with partition P_Room and device/line calling search space
CSS_FromRoom
{ P_Phones, CSS_FromRoom} : 221/Room-1
Configure phone B (Room-2) with partition P_Room and device/line calling search space
CSS_FromRoom
{ P_Phones, 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, CSS_FromFrontDesk, 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

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{ P_FrontDesk, CSS_FromFrontDesk, IgnorePresentationIndicators set} : 200/Reception

Configure phone E (Club) with partition P_Club and calling search space CSS_FromClub
{ P_Club, CSS_FromClub) : 300/Club

Configure the PSTN Gateway for Call Display Restrictions

Associate the PSTN gateway with the partitions and the calling search spaces that you want to use for call
display restrictions.

Before you begin

Configure Phones for Call Display Restrictions, on page 512

Procedure

Step 1 In Cisco Unified CM Administration, choose Device > Gateway.

Step 2 Enter search criteria and choose the PSTN gateway from the resulting list.
The Gateway Configuration window appears.
Step 3 From the Calling Search Space drop-down list, choose the calling search space that you want the system to
use when it determines how to route an incoming call from the PSTN.
Step 4 Click Save and Reset to apply the configuration changes.
Step 5 (Optional) To associate the available trunk or gateway, in Cisco Unified Communications Manager
Administration, choose SIP Route Pattern, and select a SIP trunk or route list from the SIP Trunk/Route
List drop-down list.

Gateway Configuration Example

Configure PSTN Gateway E with route pattern P_PSTN and calling search space CSS_FromPSTN
{CSS_FromPSTN}, RoutePattern {P_PSTN}

Configure Call Display Restrictions on SIP Trunks

You can configure connected number and name restrictions on the SIP trunk level. The SIP trunk-level
configuration overrides call-by-call configuration.

Before you begin

(Optional) Configure the PSTN Gateway for Call Display Restrictions, on page 514

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Trunk.

The Find and List Trunks window appears.

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Step 2 Enter search criteria and click Find.

Step 3 Select the name of the trunk that you want to update.
Step 4 Configure the fields in the SIP Trunk Configuration window. See SIP Trunk Fields for Call Display
Restrictions, on page 515 for more information about the fields and their configuration options.
Step 5 Click Save.

SIP Trunk Fields for Call Display Restrictions

Table 46: Inbound Calls

Field Description
Calling Line ID Presentation From the drop-down list, choose one of the following
options:
• Default—Choose this option if you do not want to
change the presentation of the calling line ID.
• Allowed—Choose this option if you want to display
the phone number of the calling party.
• Restricted—Choose this option if you want Cisco
Unified Communications Manager to block the
display of the calling party phone number.

Calling Name Presentation From the drop-down list, choose one of the following
options:
• Default—Choose this option if you do not want to
change the presentation of the calling name.
• Allowed—Choose this option if you want to display
the name of the calling party.
• Restricted—Choose this option if you want Cisco
Unified Communications Manager to block the
display of the calling name.

Calling Search Space From the drop-down list, choose the calling search space
to associate with this translation pattern.

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Table 47: Outbound Calls

Field Description
Connected Line ID Presentation From the drop-down list, choose one of the following
options:
• Default—Choose this option if you do not want to
change the presentation of the connected line ID.
• Allowed—Choose this option if you want to display
the phone number of the connected party.
• Restricted—Choose this option if you want Cisco
Unified Communications Manager to block the
display of the connected party phone number.

Connected Name Presentation From the drop-down list, choose one of the following
options:
• Default—Choose this option if you do not want to
change the presentation of the connected name.
• Allowed—Choose this option if you want to display
the name of the connected party.
• Restricted—Choose this option if you want Cisco
Unified Communications Manager to block the
display of the connected name.

Call Display Restrictions Interactions

This section describes how the Call Display Restrictions feature interacts with Cisco Unified Communications
Manager applications and call processing features.

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Feature Interaction
Call Park When you use the Call Display Restrictions feature 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 that
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 fields 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.

See Call Park Overview

Conference List When you use Call Display Restrictions, you restrict the display information for
the list of participants in a conference.
See Ad Hoc Conferencing Overview
Conference and Voice When you use Call Display Restrictions with features, such as conference and
Mail 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, 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 Device Profile
Configuration 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. 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).

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Feature Interaction
Call Forwarding The Connected Number Display restriction applies to all calls that originate in
the system. When this value is set to True, this field interacts with existing Cisco
Unified Communications Manager applications, features, and call processing.
This value applies to all calls that terminate inside or outside the system. The
Connected Number Display is updated to show the modified number or redirected
number when a call is routed to a Call Forward All or Call Forward Busy
destination, or gets redirected through a call transfer or CTI application.

Call Display Restrictions Feature Restrictions

Translation Patterns—Duplicate entries are not allowed in translation patterns.

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Do Not Disturb
• Do Not Disturb Overview, on page 519
• Do Not Disturb Configuration Task Flow, on page 520
• Do Not Disturb Interactions and Restrictions, on page 528
• Do Not Disturb Troubleshooting, on page 530

Do Not Disturb Overview

Do Not Disturb (DND) provides the following options:
• Call Reject—This option specifies that the incoming call gets rejected. Depending on how you configure
the DND Incoming Call Alert parameter, the phone may play a beep, or display a flash notification of
the call.
• Ringer Off—This option turns off the ringer, but incoming call information gets presented to the device,
so that the user can accept the call.
When DND is enabled, all new incoming calls with normal priority honor the DND settings for the device.
High-priority calls, such as Cisco Emergency Responder (CER) calls, or calls with Multilevel Precedence
and Preemption (MLPP), ring on the device. Also, when you enable DND, the Auto Answer feature gets
disabled.
Users can activate Do Not Disturb on the phone in the following ways:
• Softkey
• Feature button
• Cisco Unified Communications Self-Care Portal

Note You can also enable or disable the feature on a per-phone basis from within Cisco Unified Communications
Manager.

Phone Behavior
When you enable Do Not Disturb, the Cisco Unified IP Phone displays the message “Do Not Disturb is active”.
Some Cisco Unified IP Phones display DND status icons. For details on how individual phone models use
Do Not Disturb, consult the user guide for that particular phone model.

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When you activate DND, you can still receive incoming call notifications on the phone as specified by the
Incoming Call Alert settings in Cisco Unified Communications Manager Administration, but the phone will
not ring, except for high-priority calls (such as Cisco Emergency Responder and MLPP calls). Also, if you
enable DND while the phone is ringing, the phone stops ringing.

Status Notifications
Do Not Disturb is supported on both SIP and Cisco Skinny Call Control Protocol (SCCP) devices.
SIP phones use the SIP PUBLISH method to signal a DND status change to Cisco Unified Communications
Manager. Cisco Unified Communications Manager uses a Remote-cc REFER request to signal a DND status
change to the SIP phone.
SCCP phones use SCCP messaging to signal a DND status change to Cisco Unified Communications Manager.

Do Not Disturb Configuration Task Flow

Procedure

Command or Action Purpose

Step 1 Generate a Phone Feature List, on page 1 Run a Phone Feature List report from Cisco
Unified Reporting to determine which phones
support Do Not Disturb.
Note Cisco Unified IP Phones 7940 and
7960 that are running SIP use their
own backwards-compatible
implementation of Do Not Disturb,
which you configure on the SIP
Profile.

Step 2 Configure Busy Lamp Field Status, on page 521 Configure the Busy Lamp Field status service
parameter.
Step 3 Configure Do Not Disturb on a Common Phone Optional. Configure Do Not Disturb against a
Profile, on page 521 Common Phone Profile. The profile allows you
to apply Do Not Disturb settings to a group of
phones in your network.
Step 4 Apply Do Not Disturb Settings to the Phone, Apply Do Not Disturb settings to the phone.
on page 522.
Step 5 Depending on whether your phone uses softkeys Add a Do Not Disturb feature button or softkey
or feature buttons, perform either of the to your phone.
following tasks:
• Configure a Do Not Disturb Feature
Button, on page 523
• Configure a Do Not Disturb Softkey, on
page 524

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Configure Busy Lamp Field Status

Configure how the Busy Lamp Field (BLF) status depicts Do Not Disturb by setting the BLF Status Depects
DND service parameter. To set the BLF status, do the following:

Before you begin

Generate a Phone Feature List, on page 1

Procedure

Step 1 In Cisco Unified CM Administration, choose System > Service Parameters.

Step 2 Choose the Cisco CallManager service for the server that you want to configure.
Step 3 In the Clusterwide Parameters (System - Presence) pane, specify one of the following values for the BLF
Status Depicts DND service parameter:
• True—If Do Not Disturb is activated on the device, the BLF status indicator for the device or line
appearance reflects the Do Not Disturb state.
• False—If Do Not Disturb is activated on the device, the BLF status indicator for the device or line
appearance reflects the actual device state.

What to do next
Perform one of the following procedures:
Configure Do Not Disturb on a Common Phone Profile, on page 521
Apply Do Not Disturb Settings to the Phone, on page 522

Configure Do Not Disturb on a Common Phone Profile

Common Phone Profiles allow you to configure Do Not Disturb settings and then apply those settings to a
group of phones in your network that use that profile.

Before you begin

Configure Busy Lamp Field Status, on page 521

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Common Phone Profile.
Step 2 From the DND Option drop-down list, choose how you want the Do Not Disturb feature to handle incoming
calls.
• Call Reject—No incoming call information gets presented to the user. Depending on how you configure
the DND Incoming Call Alert parameter, the phone may play a beep or display a flash notification of
the call.

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• Ringer Off—This option turns off the ringer, but incoming call information gets presented to the device,
so the user can accept the call.
Note For mobile phones and dual-mode phones, you can only choose the Call Reject option.

Step 3 From the Incoming Call Alert drop-down list, choose how you want to alert phone users of incoming calls
while Do Not Disturb is turned on.
• Disable—Both beep and flash notification of a call are for disabled. If you configured the DND Ringer
Off option, incoming call information still gets displayed. However, for the DND Call Reject option, no
call alerts display, and no information gets sent to the device.
• Flash Only—The phone flashes for incoming calls.
• Beep Only—The phone displays a flash alert for incoming calls.

Step 4 Click Save.

Apply Do Not Disturb Settings to the Phone

This procedure describes how to apply Do Not Disturb settings on your Cisco Unified IP Phones. You can
apply DND settings through the Phone Configuration window in Cisco Unified CM Administration, or you
can apply DND settings to a Common Phone Profile and then apply that profile to your phone.

Before you begin

If you are using a Common Phone Profile, complete Configure Do Not Disturb on a Common Phone Profile,
on page 521.
Otherwise, complete Configure Busy Lamp Field Status, on page 521

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone

Step 2 Click Find and select the phone on which you want to configure Do Not Disturb.
Step 3 If you want to apply Do Not Disturb settings from a Common Phone Profile, from the Common Phone Profile
drop-down list, choose the profile on which you have configured Do Not Disturb.
Step 4 Check the Do Not Disturb check box to enable Do Not Disturb on the phone.
Step 5 In the DND Option drop-down list, specify from the following options how you want the DND feature to
handle incoming calls.
• Call Reject—No incoming call information gets presented to the user. Depending on the configuration,
the phone either plays a beep or displays a flash notification.
• Ringer Off—Incoming call information gets presented to the device so that the user can accept the call,
but the ringer is turned off.
• Use Common Profile Setting—The Do Not Disturb setting for the Common Phone Profile that is
specified for this device gets used.

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Note For 7940/7960 phones that are running SCCP, you can only choose the Ringer Off option. For
mobile devices and dual-mode phones, you can only choose the Call Reject option. When you
activate DND Call Reject on a mobile device or dual-mode phone, no call information gets presented
to the device.

Step 6 In the DND Incoming Call Alert drop-down list, specify from the following options how you want the phone
to display an incoming call when DND is turned on.
• None—The DND Incoming Call Alert setting from the Common Phone Profile gets used for this device.
• Disable—For DND Ringer Off, both beep and flash notifications are disabled, but incoming call
information is still displayed. For Call Reject, beep and flash notifications are disabled, and no incoming
call information gets passed to the device.
• Beep only—For incoming calls, the phone plays a beep tone only.
• Flash only—For incoming calls, the phone displays a flash alert.

Step 7 Click Save.

What to do next
Complete either of the following procedures:
Configure a Do Not Disturb Feature Button, on page 523
Configure a Do Not Disturb Softkey, on page 524

Configure a Do Not Disturb Feature Button

Follow these steps to add a Do Not Disturb feature button to your Cisco Unified IP Phone.

Procedure

Command or Action Purpose

Step 1 Configure Phone Button Template for Do Not Create a phone button template that includes
Disturb, on page 523 the Do Not Disturb button.

Step 2 Associate a Button Template with a Phone, on Associate the Do Not Disturb button template
page 223 to a phone.

Configure Phone Button Template for Do Not Disturb

Follow this procedure to configure a phone button template that includes the Do Not Disturb button.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Phone Button Template.
Step 2 Click Find to display list of supported phone templates.
Step 3 Perform the following steps if you want to create a new phone button template; otherwise, proceed to the next
step.

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a) Select a default template for the model of phone and click Copy.
b) In the Phone Button Template Information field, enter a new name for the template.
c) Click Save.
Step 4 Perform the following steps if you want to add phone buttons to an existing template.
a) Click Find and enter the search criteria.
b) Choose an existing template.
Step 5 From the Line drop-down list, choose feature that you want to add to the template.
Step 6 Click Save.
Step 7 Perform one of the following tasks:
• Click Apply Config if you modified a template that is already associated with devices to restart the
devices.
• If you created a new softkey template, associate the template with the devices and then restart them.

Associate Button Template with Phone

Before you begin

Configure Phone Button Template for Do Not Disturb, on page 523

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find to display the list of configured phones.
Step 3 Choose the phone to which you want to add the phone button template.
Step 4 In the Phone Button Template drop-down list, choose the phone button template that contains the new feature
button.
Step 5 Click Save.
A dialog box is displayed with a message to press Reset to update the phone settings.

Configure a Do Not Disturb Softkey

Optional. If your phone uses softkeys, perform the tasks in the following task flow to add a Do Not Disturb
softkey to the phone.

Procedure

Command or Action Purpose

Step 1 Configure Softkey Template for Do Not Create a softkey template that includes the Do
Disturb, on page 525 Not Disturb softkey.

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Command or Action Purpose

Step 2 Perform either of the following procedures: You can associate the softkey to a Common
Device Configuration and then associate that
• Associate a Softkey Template with a
configuration to a group of phones, or you can
Common Device Configuration, on page
associate the softkey template directly to a
526
phone.
• Associate Softkey Template with a Phone,
on page 527

Configure Softkey Template for Do Not Disturb

Perform these steps to configure a softkey template that includes the Do Not Disturb softkey.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Softkey Template.
Step 2 Perform the following steps to create a new softkey template; otherwise, proceed to the next step.
a) Click Add New.
b) Select a default template and click Copy.
c) Enter a new name for the template in the Softkey Template Name field.
d) Click Save.
Step 3 Perform the following steps to add softkeys to an existing template.
a) Click Find and enter the search criteria.
b) Select the required existing template.
Step 4 Check the Default Softkey Template check box to designate this softkey template as the default softkey
template.
Note If you designate a softkey template as the default softkey template, you cannot delete it unless you
first remove the default designation.

Step 5 Choose Configure Softkey Layout from the Related Links drop-down list in the upper right corner and
click Go.
Step 6 From the Select a Call State to Configure drop-down list, choose the call state for which you want the softkey
to display.
Step 7 From the Unselected Softkeys list, choose the softkey to add and click the right arrow to move the softkey
to the Selected Softkeys list. Use the up and down arrows to change the position of the new softkey.
Step 8 Repeat the previous step to display the softkey in additional call states.
Step 9 Click Save.
Step 10 Perform one of the following tasks:
• Click Apply Config if you modified a template that is already associated with devices to restart the
devices.

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• If you created a new softkey template, associate the template with the devices and then restart them. For
more information, see Add a Softkey Template to a Common Device Configuration and Associate a
Softkey Template with a Phone sections.

What to do next
Perform one of the following procedures to add the softkey template to a phone.
Associate a Softkey Template with a Common Device Configuration, on page 526
Associate Softkey Template with a Phone, on page 527

Associate a Softkey Template with a Common Device Configuration

When you associate the Do Not Disturb (DND) softkey template to a Common Device Configuration you
can add the DND softkey to a group of Cisco Unified IP Phones that use that Common Device Configuration.

Before you begin

Configure Softkey Template for Do Not Disturb, on page 525

Procedure

Command or Action Purpose

Step 1 Add Softkey Template to Common Device Associate the DND softkey template to a
Configuration, on page 526 Common Device Configuration.

Step 2 Associate Common Device Configuration with Add the DND softkey to a phone by associating
Phone, on page 527 the Common Device Configuration to the
phone.

Add Softkey Template to Common Device Configuration

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Common Device Configuration.
Step 2 Perform the following steps to create a new Common Device Configuration and associate the softkey template
with it; otherwise, proceed to the next step.
a) Click Add New.
b) Enter a name for the Common Device Configuration in the Name field.
c) Click Save.
Step 3 Perform the following steps to add the softkey template to an existing Common Device Configuration.
a) Click Find and enter the search criteria.
b) Click an existing Common Device Configuration.
Step 4 In the Softkey Template drop-down list, choose the softkey template that contains the softkey that you want
to make available.

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Step 5 Click Save.

Step 6 Perform one of the following tasks:
• If you modified a Common Device Configuration that is already associated with devices, click Apply
Config to restart the devices.
• If you created a new Common Device Configuration, associate the configuration with devices and then
restart them.

Associate Common Device Configuration with Phone

Before you begin

Associate a Softkey Template with a Common Device Configuration, on page 526

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find and select the phone device to add the softkey template.
Step 3 From the Common Device Configuration drop-down list, choose the common device configuration that
contains the new softkey template.
Step 4 Click Save.
Step 5 Click Reset to update the phone settings.

Associate Softkey Template with a Phone

Perform this procedure if you have configured a softkey template with the Do Not Disturb softkey and you
want to associate that softkey template to a phone.

Before you begin

Configure Softkey Template for Do Not Disturb, on page 525

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find to select the phone to add the softkey template.
Step 3 From the Softkey Template drop-down list, choose the template that contains the new softkey.
Step 4 Click Save.
Step 5 Press Reset to update the phone settings.

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Do Not Disturb Interactions and Restrictions

This section provides information about Do Not Disturb interactions and restrictions.

Interactions
The following table describes feature interactions with the Do Not Disturb (DND) feature. Unless otherwise
stated, the interactions apply to both the DND Ringer Off and the DND Call Reject option.

Feature Interaction with Do Not Disturb

Call Forward All On Cisco Unified IP Phones, the message that indicates that the Do Not Disturb
(DND) feature is active takes priority over the message that indicates that the user
has new voice messages. However, the message that indicates that the Call Forward
All feature is active has a higher priority than DND.

Park Reversion For locally parked calls, Park Reversion overrides DND. If Phone A has DND
turned on, and a call is parked, the park reversion to Phone A occurs and Phone
A rings.
For remotely parked calls, DND overrides Park Reversion:
• If Phone A activates DND Ringer Off and shares a line with Phone A-prime,
when Phone A-prime parks the call, park reversion on Phone A honors the
DND settings and does not ring.
• If Phone A activated DND Call Reject, the park reversion is not presented to
Phone A.

Pickup For locally placed Pickup requests, Pickup overrides DND. If Phone A has DND
turned on, and has initiated any type of Pickup, the Pickup call presents normally,
and Phone A rings.
For remotely placed Pickup requests, DND overrides Pickup as follows:
• If Phone A is in DND Ringer Off mode and shares a line with Phone A-prime,
when Phone A-prime initiates Pickup, the Pickup call to Phone A honors the
DND settings and Phone A does not ring.
• If Phone A is in DND Call Reject mode, the Pickup call is not presented to
Phone A.

Hold Reversion and Hold Reversion and Intercom override DND, and the call gets presented normally.
Intercom

MLPP and CER Multilevel Precedence and Preemption (phones that are running SCCP) and Cisco
Emergency Responder calls override DND. Multilevel Precedence and Preemption
and Cisco Emergency Responder calls get presented normally, and the phone rings.

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Restrictions

Feature Interaction with Do Not Disturb

Call Back For the originating side, callback overrides DND. When the activating device is
on DND mode, the callback notification (both audio and visual) is still presented
to the user.
For the terminating side, DND overrides callback as follows:
• When the terminating side is on DND Ringer Off, the Callback Available
screen is sent after the terminating side goes off hook and on hook.
• When the terminating side is on DND Call Reject, and is available, a new
screen is sent to the activating device as “<DirectoryNumber> has become
available but is on DND-R” if the activating device is in same cluster. Callback
available notification is sent only after the terminating side disables DND
Call Reject.

Pickup Notification For the DND Ringer Off option, only visual notification gets presented to the
device.
For the DND Call Reject option, no notification gets presented to the device.

Hunt List If a device in a Hunt List has DND Ringer Off activated, the call is still presented
to the user. However, the DND Incoming Call Alert settings would still apply.
If a device in a Hunt List has DND Call Reject activated, any calls to that Hunt
List will go to the next member and will not get sent to this device.

Extension Mobility For Extension Mobility, the device profile settings include DND incoming call
alert and DND status. When a user logs in and enables DND, the DND incoming
call alert and DND status settings get saved, and these settings get used when the
user logs in again.
Note When a user who is logged in to Extension Mobility modifies the DND
incoming call alert or DND status settings, this action does not affect
the actual device settings.

Restrictions
Some restrictions apply to DND usage, depending on the phone or device type in use.
• The following phone models and devices that are running SCCP support only the DND Ringer Off option:
• Cisco Unified IP Phone 7940
• Cisco Unified IP Phone 7960
• Cisco IP Communicator

Note Cisco Unified IP Phones 7940 and 7960 that run SIP use their own implementation
of Do Not Disturb, which is backward compatible.

• The following phone models and devices support only the DND Call Reject option:

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Do Not Disturb Troubleshooting

• Mobile devices (dual mode)

• Remote Destination Profile
• Cisco Unified Mobile Communicator

Do Not Disturb Troubleshooting

This section provides troubleshooting information for Cisco Unified IP Phones (SCCP and SIP).
For SIP phones, use the following information for troubleshooting:
• debugs: sip-dnd, sip-messages, dnd-settings
• show: config, dnd-settings
• sniffer traces
For SCCP phones, use the following information for troubleshooting:
• debug: jvm all info
• sniffer traces

Troubleshooting Errors
The following table describes how to troubleshoot errors with Do No Disturb.

Symptom Actions

DND softkey does not display • Verify that the softkey or button template for this phone includes
DND.
or
• Capture a sniffer trace and verify that the phone gets the correct
DND feature button does not display softkey or button template.
• Verify that the phone firmware is Version 8.3(1) or later.

BLF speed dial does not show DND • Verify that the BLF DND is set to enabled in Enterprise
status parameters.
• Capture a sniffer trace and verify that the phone gets the correct
notification message.
• Verify that the phone firmware is Version 8.3(1) or later.

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Privacy
• Privacy Overview, on page 531
• Privacy Configuration Task Flow, on page 532
• Privacy Restrictions, on page 535

Privacy Overview
The Privacy feature allows you to enable or disable the capability of users with phones that share the same
line (DN) to view call status and to barge into the call. You can enable or disable privacy for each phone or
for all phones. By default, the system enables privacy for all phones in the cluster.
When the device that is configured for privacy registers with Cisco Unified Communications Manager, the
feature button on the phone that is configured with privacy gets labeled, and the status is indicated through
an icon. If the button has a lamp, it comes on.
When the phone receives an incoming call, the user makes the call private (so the call information does not
display on the shared line) by pressing the Privacy feature button. The Privacy feature button toggles between
On and Off.
To verify if your Cisco Unified IP Phone supports Privacy, see the user documentation for your phone model.

Privacy on Hold
Privacy on Hold allows you to enable or disable the capability of users with phones that share the same line
(DN) to view call status and retrieve calls on hold.
You can enable or disable Privacy on Hold for specific phones or all the phones. Privacy on Hold activates
automatically on all private calls when Privacy on Hold is enabled. By default, the system disables Privacy
on Hold for all phones in the cluster.
To activate Privacy on Hold, users press the Hold softkey or Hold button while on a private call. To return
to the call, users press the Resume softkey. The phone that puts the call on hold displays the status indicator
for a held call; shared lines display the status indicators for a private and held call.

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Privacy Configuration Task Flow

Procedure

Command or Action Purpose

Step 1 Generate a Phone Feature List, on page 1 Generate a report to identify devices that
support the Privacy feature.

Step 2 Enable Privacy Cluster-wide, on page 532 Enable Privacy by default for all the phones in
the cluster.
Step 3 Enable Privacy for a Device, on page 532 Enable Privacy for specific devices.

Step 4 Configure Privacy Phone Button Template, on Configure Privacy phone button template for a
page 533 device.
Step 5 Associate Privacy Phone Button Template with Associate the phone button template with a user.
a Phone, on page 533
Step 6 Configure Shared Line Appearance, on page Configure the shared line appearance.
534
Step 7 (Optional) Configure Privacy on Hold, on page Configure Privacy on Hold.
535

Enable Privacy Cluster-wide

Perform these steps to enable Privacy by default for the entire cluster.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
The Service Parameter Configuration window appears.
Step 2 From the Server drop-down list, choose the server that is running the Cisco CallManager service.
Step 3 From the Service drop-down list, choose Cisco CallManager.
Step 4 From the Privacy Setting drop-down list, choose True.
Step 5 Click Save.

Enable Privacy for a Device

Before you begin
Ensure that the phone model supports Privacy. For more information, see Generate a Phone Feature List, on
page 1.

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Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Specify search criteria and click Find.
The phone search results appear.
Step 3 Select the phone.
Step 4 From the Privacy drop-down list, select Default.
Step 5 Click Save.

Configure Privacy Phone Button Template

Before you begin
Enable Privacy for a Device, on page 532

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Phone Button Template.
Step 2 Click Find to display list of supported phone templates.
Step 3 Perform the following steps if you want to create a new phone button template; otherwise, proceed to the next
step.
a) Select a default template for the model of phone and click Copy.
b) In the Phone Button Template Information field, enter a new name for the template.
c) Click Save.
Step 4 Perform the following steps if you want to add phone buttons to an existing template.
a) Click Find and enter the search criteria.
b) Choose an existing template.
Step 5 From the Line drop-down list, choose feature that you want to add to the template.
Step 6 Click Save.
Step 7 Perform one of the following tasks:
• Click Apply Config if you modified a template that is already associated with devices to restart the
devices.
• If you created a new softkey template, associate the template with the devices and then restart them.

Associate Privacy Phone Button Template with a Phone

Before you begin
Configure Privacy Phone Button Template, on page 533

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Configure Shared Line Appearance

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find to display the list of configured phones.
Step 3 Choose the phone to which you want to add the phone button template.
Step 4 In the Phone Button Template drop-down list, choose the phone button template that contains the new feature
button.
Step 5 Click Save.
A dialog box is displayed with a message to press Reset to update the phone settings.

Configure Shared Line Appearance

Before you begin
Associate Privacy Phone Button Template with a Phone, on page 533

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

The Find and List Phones window appears.
Step 2 To locate a specific phone, enter search criteria and click Find.
A list of phones that match the search criteria is displayed.
Step 3 Choose the phone for which you want to configure shared line appearance.
The Phone Configuration window is displayed.
Step 4 Click Add a new DN link in the Association Information area on the left side of the Phone Configuration
window.
The Directory Number Configuration window appears.
Step 5 Enter the Directory Number and choose the Route Partition to which the directory number belongs.
Step 6 Configure the remaining fields in the Directory Number Configuration window. For more information on
the fields and their configuration options, see Online Help.
Step 7 Repeat Step 3, on page 534 to Step 6, on page 534 for all the phones for which you want to create a shared line
appearance.
Note Ensure that you assign the same directory number and route partition to all the phones that are part
of the shared line appearance.

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Configure Privacy on Hold

Configure Privacy on Hold

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
The Service Parameter Configuration window appears.
Step 2 From the Server drop-down list, choose the server that is running the Cisco CallManager service.
Step 3 From the Service drop-down list, choose Cisco CallManager.
Step 4 Set the Enforce Privacy Setting on Held Calls service parameter to True.
Step 5 Click Save.

Privacy Restrictions
Restriction Description

CTI • CTI does not support Privacy through APIs that

TAPI and JTAPI applications invoke. CTI
generates events when Privacy is enabled or
disabled from an IP phone by using the Privacy
feature button.
• CTI does not support Privacy on Hold through
APIs that TAPI/JTAPI applications invoke. 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.

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 CHAPTER 42
Private Line Automatic Ringdown
• Private Line Automatic Ringdown Overview, on page 537
• Private Line Automatic Ringdown Configuration Task Flow for SCCP Phones, on page 537
• Private Line Automatic Ringdown Configuration Task Flow for SIP Phones, on page 540
• Private Line Automatic Ringdown Troubleshooting, on page 541

Private Line Automatic Ringdown Overview

The Private Line Automatic Ringdown (PLAR) feature configures a phone so that when the user goes off
hook (or the NewCall softkey or line key gets pressed), the phone immediately dials a preconfigured number.
The phone user cannot dial any other number from the phone line that gets configured for PLAR.
PLAR works with features such as Barge, cBarge, or single button Barge. If you use PLAR with a feature,
you must configure the feature as described in the feature documentation, and you must configure the PLAR
destination, which is a directory number that is used specifically for PLAR.

Private Line Automatic Ringdown Configuration Task Flow for

SCCP Phones
Perform the following tasks to configure Private Line Automatic Ringdown (PLAR) on SCCP phones.

Procedure

Command or Action Purpose

Step 1 Create Partition, on page 538 Create a partition for the PLAR destination. The
only directory number that you can assign to
this partition is the PLAR destination.

Step 2 Assign Partitions to Calling Search Spaces, on Assign the partition to a unique CSS, and a CSS
page 538 that includes the PLAR destination device.

Step 3 Assign Partition to the Private Line Automatic Assign the null partition and a CSS to your
Ringdown Destination, on page 539 PLAR destination directory number.

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Create Partition

Command or Action Purpose

Step 4 Configure Translation Pattern for Private Line Create a null translation pattern and assign it to
Automatic Ringdown on Phones, on page 539 your PLAR destination directory number.

Create Partition
Create a new partition for the Private Line Automatic Ringdown (PLAR) destination. For the feature to work,
only the null translation pattern that you configure for PLAR can be assigned to this partition.

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Class of Control > Partition.
Step 2 Click Add New.
Step 3 In the Name field, enter a partition name and a description separated by a comma.
Step 4 Click Save.

Assign Partitions to Calling Search Spaces

For Private Line Automatic Ringdown (PLAR) on SCCP phones, you must configure two calling search
spaces (CSS):
• The first CSS should include the new partition for the null translation pattern as well as a partition that
routes to the destination phone.
• The second CSS should include only the new partition for the null translation pattern.

Before you begin

Create Partition, on page 538

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Control > Class of Control > Calling Search Space.
Step 2 Click Find and select the calling search space for the PLAR destination device.
Step 3 Use the arrows to move both of the following partitions to the Selected Partitions list box: the new partition
that you created for the null translation pattern and a partition that routes to the destination device.
Step 4 Click Save.
Step 5 Click Add New.
Step 6 Enter a name and description for the calling search space.
Step 7 Use the arrows to move the new partition to the Selected Partitions list box.
Step 8 Click Save.

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Assign Partition to the Private Line Automatic Ringdown Destination

Assign Partition to the Private Line Automatic Ringdown Destination

When configuring Private Line Automatic Ringdown (PLAR) on SCCP phones, assign a null partition to the
directory number that you want to use as the PLAR destination.

Note Each PLAR destination directory number must have its own unique partition. Do not add any other directory
numbers to the null partition that you created for the PLAR destination.

Before you begin

Assign Partitions to Calling Search Spaces, on page 538

Procedure

Step 1 In Cisco Unified CM Administration, choose Call Routing > Directory Number.
Step 2 Click Find and select the directory number that you want to use as the PLAR destination.
Step 3 In the Route Partition field, select a partition that you created for your PLAR destination.
Step 4 In the Calling Search Space drop-down list, select the CSS that includes both the null partition and the
destination device.
Step 5 Click Save.

Configure Translation Pattern for Private Line Automatic Ringdown on Phones

To configure Private Line Automatic Ringdown (PLAR) on phones, configure a null translation pattern and
assign the PLAR destination number to that translation pattern.

Before you begin

Assign Partition to the Private Line Automatic Ringdown Destination, on page 539

Procedure

Step 1 In Cisco Unified CM Administration, choose Call Routing > Translation Pattern.
Step 2 Click Add New to create a new translation pattern.
Step 3 Leave the Translation Pattern field empty.
Step 4 From the Partition drop-down list, select the new partition that you created for the null translation pattern.
Step 5 From the Calling Search Space drop-down list, select a calling search space that includes both the new
partition and the partition for the PLAR destination device.
Step 6 In the Called Party Transformation Mask field, enter the PLAR destination directory number.
Step 7 Click Save.

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Private Line Automatic Ringdown Configuration Task Flow for SIP Phones

Private Line Automatic Ringdown Configuration Task Flow for

SIP Phones
Perform these tasks to configure Private Line Automatic Ringdown (PLAR) on SIP Phones.

Procedure

Command or Action Purpose

Step 1 Create SIP Dial Rule for Private Line Automatic Create a SIP dial rule for PLAR.
Ringdown, on page 540
Step 2 Assign Private Line Automatic Ringdown Dial Assign the PLAR dial rule to the phone.
Rule to SIP Phone, on page 540

Create SIP Dial Rule for Private Line Automatic Ringdown

To configure Private Line Automatic Ringdown (PLAR) on SIP phones, you must configure a SIP dial rule
for your PLAR destination number.

Before you begin

Create Partition, on page 538
Assign Partitions to Calling Search Spaces, on page 538
Assign Partition to the Private Line Automatic Ringdown Destination, on page 539
Configure Translation Pattern for Private Line Automatic Ringdown on Phones, on page 539

Procedure

Step 1 In Cisco Unified CM Administration, choose Call Routing > Class of Control > SIP Dial Rules.
Step 2 Click Add New.
Step 3 From the Dial Pattern drop-down list, choose 7940_7960_OTHER.
Step 4 Click Next.
Step 5 Enter a name and description for the dial rule.
Step 6 Click Next.
Step 7 In the Pattern field, enter a pattern that matches the PLAR destination number and click Add PLAR.
Step 8 Click Save.

Assign Private Line Automatic Ringdown Dial Rule to SIP Phone

You can configure Private Line Automatic Ringdown (PLAR) on SIP phones by assigning a PLAR-enabled
SIP Dial Rule to the phone.

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Private Line Automatic Ringdown Troubleshooting

Before you begin

Create SIP Dial Rule for Private Line Automatic Ringdown, on page 540

Procedure

Step 1 In Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find and select the phone on which you want to configure PLAR.
Step 3 From the SIP Dial Rules drop-down list, choose the dial rule that you created for PLAR.
Step 4 Click Save.

Private Line Automatic Ringdown Troubleshooting

Troubleshooting Private Line Automatic Ringdown on SCCP Phones

Symptom Solution

The phone goes off hook Make sure that the CSS that is assigned to the PLAR translation pattern contains
and the user hears a fast the partition of the PLAR destination.
busy (reorder) tone.

The phone goes off hook Make sure that the CSS that is assigned to the phone contains the partition of
and receives dial tone. the null PLAR translation pattern.

Troubleshooting Private Line Automatic Ringdown on SIP Phones

Symptom Solution

The phone goes off hook Make sure that the CSS of the SIP phone can reach the PLAR destination.
and the user hears fast busy
(reorder) tone.

The phone goes off hook Make sure that the SIP Dial Rule has been created and is assigned to the phone.
and receives a dial tone.

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Secure Tone
• Secure Tone Overview, on page 543
• Secure Tone Prerequisites, on page 544
• Secure Tone Configuration Task Flow, on page 544
• Secure Tone Interactions, on page 547
• Secure Tone Restrictions, on page 547

Secure Tone Overview

The Secure Tone feature can configure a phone to play a secure indication tone when a call is encrypted. The
tone indicates that the call is protected and that confidential information may be exchanged. The 2-second
tone comprises three long beeps. If the call is protected, the tone begins to play on a protected phone as soon
as the called party answers.
When the call is not protected, the system plays a nonsecure indication tone, which comprises six short beeps,
on a protected phone.

Note Only callers on protected phones can hear secure and nonsecure indication tones. Callers on phones that are
not protected cannot hear these tones.

The secure and nonsecure indication tones are supported on the following types of calls:
• Intracluster to IP-to-IP calls
• Intercluster protected calls
• IP-to-Time-Division-Multiplexing (TDM) calls through a protected MGCP E1 PRI gateway
For video calls, the system plays secure and nonsecure indication tones on protected devices.

Note For video calls, the user may first hear secure indication tone for the audio portion of the call and then nonsecure
indication tone for overall nonsecure media.

A lock icon that is displayed on a Cisco Unified IP Phone indicates that the media are encrypted, but does not
indicate that the phone has been configured as a protected device. However, the lock icon must be present for
a protected call to occur.

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Protected Device Gateways

Protected Device Gateways

You can configure only supported Cisco Unified IP Phones and MGCP E1 PRI gateways as protected devices
in Cisco Unified Communications Manager.
Cisco Unified Communications Manager can also direct an MGCP Cisco IOS gateway to play secure and
nonsecure indication tones when the system determines the protected status of a call.
Protected devices provide these functions:
• You can configure phones that are running SCCP or SIP as protected devices.
• Protected devices can call nonprotected devices that are either encrypted or nonencrypted. In such cases,
the call specifies nonprotected and the system plays nonsecure indication tone to the phones on the call.
• When a protected phone calls another protected phone, but the media is not encrypted, the system plays
a nonsecure indication tone to the phones on the call.

Secure Tone Prerequisites

• You must configure the MGCP gateway for SRTP encryption. Configure the gateway with this command:
mgcp package-capability srtp-package.
• The MGCP gateway must specify an Advanced IP Services or Advanced Enterprise Services image (for
example, c3745-adventerprisek9-mz.124-6.T.bin).

Secure Tone Configuration Task Flow

Before you begin
• Review Secure Tone Prerequisites, on page 544

Procedure

Command or Action Purpose

Step 1 Generate a Phone Feature List, on page 1 Generate a report to identify devices that
support the Secure Tone feature.

Step 2 Configure Phone As a Protected Device, on Configure the phone as a protected device.
page 545
Step 3 Configure Directory Number for Secure Tones, Configure multiple calls and call waiting
on page 545 settings for the protected device.
Step 4 Configure Secure Tone Service Parameters, on Configure service parameters.
page 546
Step 5 (Optional) Configure MGCP E1 PRI Gateway, This configuration allows the system to pass
on page 546 protected status of the call between Cisco
Unified IP Phone endpoints and the protected
PBX phones that connect to the MGCP
gateway.

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Configure Phone As a Protected Device

Before you begin
Generate a Phone Feature List, on page 1

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click the phone for which you want to set secure tone parameters.
The Phone Configuration window is displayed.
Step 3 From the Softkey Template drop-down list in the Device Information portion of the window, choose Standard
Protected Phone.
Note You must use a new softkey template without supplementary service softkeys for a protected phone.

Step 4 Set the Join Across Lines option to Off.

Step 5 Check the Protected Device check box.
Step 6 From the Device Security Profile drop-down list (in the Protocol Specific Information portion of the window),
choose a secure phone profile that is already configured in the Phone Security Profile Configuration window
(System > Security Profile > Phone Security Profile.
Step 7 Click Save.

What to do next
Perform one of the following procedures:
• Configure Directory Number for Secure Tones, on page 545
• Configure MGCP E1 PRI Gateway, on page 546

Configure Directory Number for Secure Tones

Before you begin
Configure Phone As a Protected Device, on page 545

Procedure

Step 1 Locate the Association section on the Phone Configuration window.

Step 2 Select Add a new DN.
The Directory Number Configuration window is displayed.
Step 3 Specify a directory number in the Directory Number field.
Step 4 In the Multiple Call/Call Waiting Settings on Device [device name] area of the Directory Number
Configuration window, set the Maximum Number of Calls and Busy Trigger options to 1.

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Step 5 Configure the remaining fields in the Directory Number Configuration window. For more information on
the fields and their configuration options, see Online Help.
Step 6 Click Save.

Configure Secure Tone Service Parameters

Procedure

Step 1 In Cisco Unified Communications Manager Administration, choose System > Service Parameters.
Step 2 From the Server drop-down list, choose a server.
Step 3 From the Service drop-down list, choose Cisco CallManager .
Step 4 In the Clusterwide Parameters (Feature - Secure Tone) area, set the Play Tone to Indicate
Secure/Non-Secure Call Status option to True.
Step 5 Click Save.

Configure MGCP E1 PRI Gateway

If you want the system to pass the protected status of the call between Cisco Unified IP Phone endpoints and
the protected PBX phones that connect to the MGCP gateway, follow these steps:

Before you begin

Configure Phone As a Protected Device, on page 545

Procedure

Step 1 In Cisco Unified Communications Manager Administration, choose Device > Gateway.
Step 2 Specify the appropriate search criteria and click Find.
Step 3 Choose a MGCP gateway.
The Gateway Configuration window appears.
Step 4 Set Global ISDN Switch Type to Euro.
Step 5 Configure the fields in the Gateway Configuration window. See the online help for more information about
the fields and their configuration options.
Step 6 Click Save.
Step 7 Click the Endpoint icon that appears to the right of subunit 0 in the window. The Enable Protected Facility
IE check box appears. Check this check box.

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Secure Tone Interactions

Secure Tone Interactions

Feature Interaction

Call Transfer, Conference, and Call Waiting When the user invokes these features on a protected
phone, the system plays a secure or nonsecure
indication tone to indicate the updated status of the
call.

Hold/Resume and Call Forward All These features are supported on protected calls.

Secure Tone Restrictions

Restriction Description

Cisco Extension Mobility and Join Across Line Cisco Extension Mobility and Join Across Line
services services are disabled on protected phones.

Shared-line configuration Shared-line configuration is not available on protected

phones.

Non-encrypted media If the media between the Cisco Unified IP Phone and
the MGCP E1 PRI gateway are not encrypted, the call
drops.

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PA R T XI
Custom Features
• Branding Customizations , on page 551
• Client Matter Codes and Forced Authorization Codes, on page 559
• Custom Phone Rings and Backgrounds, on page 565
• Music On Hold, on page 573
• Self Care Portal , on page 591
• Emergency Call Handler , on page 595
• Enterprise Groups , on page 609
• Separate Calling Party Number and Billing Number in SIP, on page 619
• Configure Presentation Sharing using BFCP, on page 635
• SIP OAuth Mode, on page 639
 CHAPTER 44
Branding Customizations
• Branding Overview, on page 551
• Branding Prerequisites, on page 551
• Branding Task Flow, on page 552
• Branding File Requirements, on page 554

Branding Overview
The Branding feature lets you upload customized branding for Cisco Unified Communications Manager.
Branding gets applied to the Cisco Unified CM Administration login and configuration windows. Among the
items that you can modify include:
• Company logos
• Background colors
• Border colors
• Font colors

Append Logo in Self Care Portal

The Branding feature allows you to append your company logo to the Unified Communications Self Care
Portal login page and to the user interface header. You must include the branding_logo.png file in your
branding.zip file and upload the zip file into Cisco Unified Communications Manager. The logo displays
in the Self Care Portal after you enable branding in Cisco Unified Communications Manager.
There is no option to customize background colors or fonts for the Self-Care portal.

Branding Prerequisites
You must create your branding.zip file that contains the specified folder structure and files. For details,
see Branding File Requirements, on page 554.

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Branding Task Flow

Complete these tasks to apply branding in Cisco Unified Communications Manager and the Unified
Communications Self-Care Portal.

Before you begin

• Review Branding Prerequisites, on page 551

Procedure

Command or Action Purpose

Step 1 Configure your branding settings using one of Apply branding across the Cisco Unified
these procedures: Communications Manager cluster.
• Enable Branding, on page 552
• Disable Branding , on page 553

Step 2 Restart the Tomcat Service, on page 553 You must restart the Cisco Tomcat service for
the new branding setting to get picked up by
the Unified Communications Self-Care Portal.

Enable Branding
Use this procedure to enable branding customization for Unified Communications Manager. Branding updates
appear even if the system is enabled for SAML Single Sign-On.

Note To enable branding, you must use the primary administrator account with privilege level 4 access. This is the
main administrator account that is created during installation.

Before you begin

Prepare your branding.zip file and save it in a location that Unified Communications Manager can access.

Procedure

Step 1 Log in to Cisco Unified OS Administration.

Step 2 Choose Software Upgrades > Branding.
Step 3 Browse to your remote server and select the branding.zip file.
Step 4 Click Upload File.
Step 5 Click Enable Branding.
Note You can also enable branding by running the utils branding enable CLI command.

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Disable Branding

Step 6 Refresh your browser.

Step 7 Repeat this procedure on all Cisco Unified Communications Manager cluster nodes.
If you want to append your company logo to the Self-Care Portal user interface, see Restart the Tomcat Service,
on page 553.

Disable Branding
Use this procedure to disable branding in your Cisco Unified Communications Manager cluster. You also
need to disable branding if you want to remove your company logo from the Self-Care Portal.

Note To disable branding, you must use the primary administrator account with privilege level 4 access. This is
the main administrator account that is created during installation.

Procedure

Step 1 Log in to Cisco Unified OS Administration.

Step 2 Choose Software Upgrades > Branding.
Step 3 Click Disable Branding.
Note You can also disable branding by running the utils branding disable CLI command.

Step 4 Refresh your browser.

Step 5 Repeat this procedure on all Cisco Unified Communications Manager cluster nodes.
If you want to remove your company logo from the Self-Care Portal user interface, see Restart the Tomcat
Service, on page 553

Restart the Tomcat Service

You must restart the Cisco Tomcat service for the branding updates to reflect in the Self-Care Portal.

Before you begin

Make sure that you have completed the following:
• To append your logo to the Self-Care Portal, you must first enable branding in Cisco Unified
Communications Manager. The branding.zip upload file must include a 44x25 pixel
branding_logo.png file with your company logo. For details, Enable Branding, on page 552.
• To remove your logo from the Self-Care Portal, you must disable branding in Cisco Unified
Communications Manager. For details, Disable Branding , on page 553.

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Procedure

Step 1 Log in to the Command Line Interface.

Step 2 Run the utils service restart Cisco Tomcat CLI command.
Step 3 Repeat this procedure on all Cisco Unified Communications Manager cluster nodes.

What to do next
After the service restarts, refresh your browser to see the changes in the Self-Care Portal.

Branding File Requirements

Before you apply customized branding to your system, create your branding.zip file according to the
prescribed specifications. On a remote server, create a Branding folder and fill the folder with the specified
contents. Once you have added all the image files and subfolders, zip the entire folder and save the file as
branding.zip.
There are two options for the folder structure, depending on whether you want to use a single image for the
header or a combination of six images in order to create a graded effect for the header.

Table 48: Folder Structure Options

Branding Option Folder Structure

Single Header Option If you want a single image for the header background (callout item 3), your
branding folder must contain the following subfolders and image files:

Branding (folder)
ccmadmin (folder)
BrandingProperties.properties (properties file)
brandingHeader.gif (2048*1 pixel image)
ciscoLogo12pxMargin.gif (44*44 pixel image)
branding_logo.png (44*25 pixel image)

Graded Header Option If you want to create a graded image for the header background, you need six
separate image files to create the graded effect. Your branding folder must contain
these subfolders and files

Branding(folder)
ccmadmin (folder)
BrandingProperties.properties (file)
brandingHeaderBegLTR.gif (652*1 pixel image)
brandingHeaderBegRTR.gif (652*1 pixel image)
brandingHeaderEndLTR.gif (652*1 pixel image)
brandingHeaderEndRTR.gif (652*1 pixel image)
brandingHeaderMidLTR.gif (652*1 pixel image)
brandingHeaderMidRTR.gif (652*1 pixel image)
ciscoLogo12pxMargin.gif (44*44 pixel image)
branding_logo.png (44*25 pixel image)

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User Interface Branding Options

The following images display the customization options for the Cisco Unified CM Administration user
interface:
Figure 8: Branding Options for Unified CM Administration Login Screen

Figure 9: Branding Options for Unified CM Administration Logged In Screen

The following table describes the callout options.

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Table 49: User Interface Branding Options: Login Screen

Item Description Branding edits

1 Company Logo To add your logo to Cisco Unified Communications

Manager, save your company logo as a 44x44 pixel
image with the following filename:
ciscoLogo12pxMargin.gif (44*44 pixels)
Note If you also want to append your logo to the
header and login screen of the Self-Care
Portal, you should also save your logo as
the 44x25 pixel branding_logo.png
file.

2 Unified CM Administration header font heading.heading.color

color

3 Header Background You can use a single image or a combination of six

images to create a grading effect.
Single Image option—Save your header background
as a single image:
• brandingHeader.gif (2048*1 pixel)

Graded background option:—Save your header

background as six images for a graded effect:
• brandingHeaderBegLTR.gif (652*1 pixel)
• brandingHeaderBegRTR.gif (652*1 pixel)
• brandingHeaderEndLTR.gif (652*1 pixel)
• brandingHeaderEndRTR.gif (652*1 pixel)
• brandingHeaderMidLTR.gif (652*1 pixel)
• brandingHeaderMidRTR.gif (652*1 pixel)

4 Navigation text header.navigation.color

5 Go button header.go.font.color
header.go.background.color
header.go.border.color

6 Username text splash.username.color

7 Password text splash.password.color

8 Login button splash.login.text.color

splash.login.back.ground.color

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Item Description Branding edits

9 Reset button splash.reset.text.color

splash.reset.back.ground.color

10 Bottom background color – right splash.hex.code.3

11 Bottom background color – left splash.hex.code.2

12 Banner splash.hex.code.1

Table 50: User Interface Branding Options: Logged In Screen

Item Description Branding edits

13 User text (for example, 'admin') header.admin.color

14 Search, About and Login text header.hover.link.color

15 Unified CM Administration text heading splash.header.color

16 System Version, VMware Installation splash.reset.text.color

text
splash.version.color

Branding Properties Editing Example

Branding properties can be edited by adding the hex code in the properties file
(BrandingProperties.properties). The properties file uses HTML-based hex code. For example,
if you want to change the color of the Navigation text item (callout item #4) to red, add the following code
to your properties file:
header.navigation.color="#FF0000"

In this code, header.navigation.color is the branding property that you want to edit, and "#FF0000" is the
new setting (red).

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 CHAPTER 45
Client Matter Codes and Forced Authorization
Codes
• Client Matter Codes and Forced Authorization Codes Overview, on page 559
• Client Matter Codes and Forced Authorization Codes Prerequisites, on page 559
• Client Matter Codes and Forced Authorization Codes Configuration Task Flow, on page 560
• Client Matter Codes and Forced Authorization Codes Interactions, on page 563
• Client Matter Codes and Forced Authorization Codes Restrictions, on page 564

Client Matter Codes and Forced Authorization Codes Overview

With client matter codes (CMCs) and forced authorization codes (FACs), you can effectively manage call
access and accounting. CMCs assist with call accounting and billing for clients, and FACs regulate the types
of calls that certain users can place.
CMCs force the user to enter a code; this action specifies that the call relates to a specific client matter. You
can assign client matter codes to customers, students, or other populations for call accounting and billing
purposes. FACs force the user to enter a valid authorization code that is assigned at a certain access level
before the call is completed.

Client Matter Codes and Forced Authorization Codes

Prerequisites
• Cisco Unified IP Phones that are running SCCP and SIP support CMC and FAC.
• The CMC and FAC tones play only on Cisco Unified IP Phones that are running SCCP or SIP;
TAPI/JTAPI ports; and MGCP FXS ports.

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Client Matter Codes and Forced Authorization Codes

Configuration Task Flow
You can implement CMCs and FACs separately or together. For example, you may authorize users to place
certain classes of calls, such as long distance calls, and also assign the class of calls to a specific client. CMC
and FAC tones sound the same to the user; if you configure both codes, the feature prompts the user to enter
the FAC after the first tone and enter the CMC after the second tone.

Before you begin

• Review Client Matter Codes and Forced Authorization Codes Prerequisites, on page 559

Procedure

Command or Action Purpose

Step 1 To Configure Client Matter Codes, on page 560, After you finalize the list of CMCs that you
complete the following subtasks: plan to use, add those codes to the database and
enable the CMC feature in route patterns.
• Add Client Matter Codes, on page 561
• Enable Client Matter Codes, on page 561

Step 2 To Configure Forced Authorization Codes, on After you finalize the list of FACs and
page 561, complete the following subtasks: authorization levels that you plan to use, add
those codes to the database and enable the FAC
• Add Forced Authorization Codes, on page
feature in route patterns.
562
• Enable Forced Authorization Codes, on
page 562

Configure Client Matter Codes

Procedure

Command or Action Purpose

Step 1 Add Client Matter Codes, on page 561 Determine unique client matter codes that you
want to use and add them to your system.
Because the number of CMCs directly affects
the time that is required for your system to start
up, limit the number of CMCs to a maximum
of 60,000. If you configure more CMCs than
the maximum number, expect significant delays.

Step 2 Enable Client Matter Codes, on page 561 Enable client matter codes through a route
pattern.

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Add Client Matter Codes

Determine unique client matter codes that you want to use and add them to your system. Because the number
of CMCs directly affects the time that is required for your system to start up, limit the number of CMCs to a
maximum of 60,000. If you configure more CMCs than the maximum number, expect significant delays.

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Client Matter Codes.
Step 2 Click Add New.
Step 3 In the Client Matter Code field, enter a unique code of no more than 16 digits that the user will enter when
placing a call.
Step 4 In the Description field, enter a client name if you want to identify the client matter code.
Step 5 Click Save.

Enable Client Matter Codes

Enable client matter codes through a route pattern.

Before you begin

Add Client Matter Codes, on page 561

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Route/Hunt > Route Pattern.
Step 2 Perform one of the following tasks:
• To update an existing route pattern, enter search criteria, click Find, and choose a route pattern from the
resulting list.
• To create a new route pattern, click Add New.

Step 3 In the Route Pattern Configuration window, check the Require Client Matter Code check box.
Step 4 Click Save.

Configure Forced Authorization Codes

Procedure

Command or Action Purpose

Step 1 Add Forced Authorization Codes, on page 562 Determine unique forced authorization codes
that you want to use and add them to your
system.

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Command or Action Purpose

Step 2 Enable Forced Authorization Codes, on page Enable forced authorization codes through a
562 route pattern.

Add Forced Authorization Codes

Use this procedure to determine unique forced authorization codes that you want to use and add them to your
system. To successfully route a call, the user authorization level must be equal to or greater than the
authorization level that is specified for the route pattern for the call.

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Forced Authorization Codes.
Step 2 In the Authorization Code Name field, enter a unique name that is no more than 50 characters.
This name ties the authorization code to a specific user or group of users.

Step 3 In the Authorization Code field, enter a unique authorization code that is no more than 16 digits.
Users enter this code when they place a call through an FAC-enabled route pattern.

Step 4 In the Authorization Level field, enter a three-digit authorization level in the range of 0 to 255.
Step 5 Click Save.

Enable Forced Authorization Codes

Use this procedure to enable forced authorization codes through a route pattern.

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Route/Hunt > Route Pattern.
Step 2 Perform one of the following tasks:
• Click Find, and then choose a route pattern from the resulting list to update an existing route pattern.
• Click Add New to create a new route pattern.

Step 3 In the Route Pattern Configuration window, check the Require Forced Authorization Code check box.
Step 4 In the Authorization Level field, enter the authorization level value between 0 and 255.
The FAC level for the user must be greater than or equal to the configured level for the call to route successfully.

Step 5 Click Save.

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Client Matter Codes and Forced Authorization Codes

Interactions
Table 51: Client Matter Codes and Forced Authorization Codes Interactions

Feature Interaction
CDR Analysis and CDR Analysis and Reporting (CAR) allows you to run reports that provide call details
Reporting (CAR) for client matter codes (CMCs), forced authorization codes (FACs), and authorization
levels.

CTI, JTAPI, and In most cases, your system can alert a CTI, JTAPI, or TAPI application that the user
TAPI applications must enter a code during a call. When a user places a call, creates an ad hoc conference,
or performs a consult transfer through a CMC- or FAC-enabled route pattern, the
user must enter a code after receiving the tone.
When a user redirects or blind transfers a call through a CMC- or FAC-enabled route
pattern, the user receives no tone, so the application must send the codes to Cisco
Unified Communications Manager. If your system receives the appropriate codes,
the call connects to the intended party. If your system does not receive the appropriate
codes, Cisco Unified Communications Manager sends an error to the application that
indicates which code is missing.

Cisco Web Dialer Web Dialer supports CMCs and FACs in the following ways:
• A user can enter the destination number in the dial text box of the WD HTML
page or SOAP request, and then manually enter the CMC or FAC on the phone.
• A user can enter the destination number followed by the FAC or CMC in the
dial text box of the WD HTML page or SOAP request.

For example, if the destination number is 5555, the FAC is 111, and the CMC is 222,
a user can make a call by dialing 5555111# (FAC), 5555222# (CMC), or 5555111222#
(CMC and FAC).
Note • WebDialer does not handle any validation for the destination number.
The phone handles the required validation.
• If a user does not provide a code or provides the wrong code, the call
will fail.
• If a user makes a call from the WebApp with a DN that contains
special characters, the call goes successfully after stripping the special
characters. The same rules do not work in SOAP UI.

Speed Dial and You can use speed dial to reach destinations that require a FAC, CMC, dialing pauses,
Abbreviated Speed or additional digits (such as a user extension, a meeting access code, or a voicemail
Dial password). When the user presses the configured speed dial, the phone establishes
the call to the destination number and sends the specified FAC, CMC, and additional
digits with dialing pauses inserted.

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Client Matter Codes and Forced Authorization Codes

Restrictions
Table 52: Client Matter Codes and Forced Authorization Codes Restrictions

Restriction Description
Analog gateways H.323 analog gateways do not support CMCs or FACs because these gateways cannot
play tones.

Call forwarding Calls that are forwarded to a CMC- or FAC-enabled route pattern fail because no
user is present to enter the code. When a user presses the CFwdALL softkey and
enters a number that has CMC or FAC enabled on the route pattern, call forwarding
fails.
To minimize call-processing interruptions, test the number before you configure call
forwarding. To do this, dial the intended forwarding number; if you are prompted for
a code, do not configure call forwarding for that number. Advise users of this practice
to reduce the number of complaints that result from forwarded calls that do not reach
the intended destination.

Cisco Unified Calls that originate from a SIP trunk, H.323 gateway, or MGCP gateway fail if they
Mobility encounter a route pattern that requires CMCs or FACs and the caller is not configured
with Cisco Unified Mobility.

Dial via Office The CMC and FAC feature on Cisco Mobility does not support an alternative number
callback number as its dial via office (DVO) callback number. The DVO callback number must be the
number that is registered on the Mobility Identity window.

Failover calls CMCs and FACs do not work with failover calls.

Hearing-impaired After dialing the phone number, hearing-impaired users should wait one or two
users seconds before entering the authorization or client matter code.

Localization Cisco does not localize CMCs or FACs. The CMC and FAC features use the same
default tone for any locale that is supported with Cisco Unified Communications
Manager.
Note For Cisco Mobility, CMCs and FACs are localized.

Overlap sending The CMC and FAC features do not support overlap sending because Cisco Unified
Communications Manager cannot determine when to prompt the user for the code.
If you check the Require Forced Authorization Code or the Require Client Matter
Code check box in the Route Pattern Configuration window, the Allow Overlap
Sending check box is automatically unchecked and vice-versa.

Speed-dial buttons You cannot configure CMCs or FACs for speed-dial buttons. You must enter the
code when the system prompts you to do so.

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Custom Phone Rings and Backgrounds
• Custom Phone Rings Overview, on page 565
• Custom Phone Rings Prerequisites, on page 565
• Custom Phone Rings Configuration Task Flow, on page 566
• Custom Backgrounds, on page 568
• Custom Backgrounds Configuration Task Flow, on page 568

Custom Phone Rings Overview

Custom Phone Rings allows you to create customized phone rings and upload the customized files to the
Cisco Unified Communications Manager TFTP server where they can be accessed by Cisco Unified IP Phones.
Cisco Unified IP Phones ship with default ring types that are implemented in hardware: Chirp1 and Chirp2.
In addition, Cisco Unified Communications Manager provides the capability of uploading the following files
to phones:
PCM Files
Cisco Unified Communications Manager provides a default set of phone ring sounds that are implemented
in software as pulse code modulation (PCM) audio files. Each PCM file specifies a single ring type.
Ringlist.xml File
The Ringlist.xml file describes the list of ring options that are available for phones.
You can upload customized PCM audio files, such as custom ring tones and call back tones, as well as the
modified Ringlist.xml file to the TFTP directory in Cisco Unified Communications Manager.

Custom Phone Rings Prerequisites

The following prerequisites apply to Custom Phone Rings:
• In order to upload your custom phone rings, the Cisco TFTP service must be running.
• Any PCM files that you want to upload must meet a set of file requirements in order to be compatible
with Cisco Unified IP Phones. For details, review the topic PCM File Format Requirements, on page
567.
• The Ringlist.xml file must meet a set of formatting guidelines. For details, review the topic Ringlist.xml
File Format Requirements, on page 567.

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Custom Phone Rings Configuration Task Flow

Before you begin
• Review Custom Phone Rings Prerequisites, on page 565

Procedure

Command or Action Purpose

Step 1 Prepare Custom Phone Rings for Upload, on Create your customized PCM and Ringlist.xml
page 566 files.

Step 2 Upload Custom Phone Rings to TFTP Server, Upload customized files to the Cisco Unified
on page 566 Communications Manager TFTP server.

Step 3 Restart TFTP Service, on page 567 After the upload completes, restart the Cisco
TFTP service.

Prepare Custom Phone Rings for Upload

Procedure

Step 1 Use the file get tftp <tftp path> CLI command to download the existing Ringlist.xml file, in addition
to any PCM files that you want to modify.
Step 2 Create a PCM file for each ring type that you want to upload. For guidelines on PCM file compatibility with
Cisco Unified Communications Manager, see PCM File Format Requirements, on page 567.
Step 3 Use an ASCII editor to update the Ringlist.xml file with your new phone rings. For details on Ringlist.xml
file formatting requirements, see Ringlist.xml File Format Requirements, on page 567.

Upload Custom Phone Rings to TFTP Server

Before you begin
Prepare Custom Phone Rings for Upload, on page 566

Procedure

Step 1 From Cisco Unified OS Administration, choose Software Upgrades > TFTP > File Management.
Step 2 Click Upload File.
Step 3 Click Browse and select the Ringlist.xml file, as well as any PCM files that you want to upload.

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Step 4 Click Upload File.

Restart TFTP Service

Before you begin
Upload Custom Phone Rings to TFTP Server, on page 566

Procedure

Step 1 Log in to Cisco Unified Serviceability and choose Tools > Control Center - Feature Services.
Step 2 From the Server drop-down list, choose the server on which the Cisco TFTP service is running.
Step 3 Click the radio button that corresponds to the Cisco TFTP service.
Step 4 Click Restart.

PCM File Format Requirements

PCM files for phone rings must meet a set of requirements for proper playback on Cisco Unified IP Phones.
When creating or modifying your PCM files, you can use any standard audio editing packages that support
the following file format requirements:
• Raw PCM
• 8000 samples per second
• 8 bits per sample
• mu-law compression
• Maximum ring size: 16080 samples
• Number of samples in the ring must be evenly divisible by 240
• Ring starts and ends at the zero crossing

Ringlist.xml File Format Requirements

The Ringlist.xml file defines an XML object that contains a list of phone ring types. Each ring type contains
a pointer to the PCM file that is used for that ring type and the text that will display on the Ring Type menu
on a Cisco Unified IP Phone for that ring.
The CiscoIPPhoneRinglist XML object uses the following simple tag set to describe the information:
<CiscoIPPhoneRinglist> <Ring>
<DisplayName/>
<FileName/>
</Ring>
</CiscoIPPhoneRinglist>

The following characteristics apply to the definition names:

• DisplayName defines the name of the custom ring for the associated PCM file that will display on the
Ring Type menu of the Cisco Unified IP Phone.

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• FileName specifies the name of the PCM file for the custom ring to associate with DisplayName.

Tip The DisplayName and FileName fields must not exceed 25 characters.

The following example shows a Ringlist.xml file that defines two phone ring types:
<CiscoIPPhoneRinglist> <Ring>
<DisplayName>Analog Synth 1</DisplayName>
<FileName>Analog1.raw</FileName>
</Ring>
<Ring>
<DisplayName>Analog Synth 2</DisplayName>
<FileName>Analog2.raw</FileName>
</Ring>
</CiscoIPPhoneRinglist>

Tip You must include the required DisplayName and FileName for each phone ring type. The Ringlist.xml file
can include up to 50 ring types.

Custom Backgrounds
You can also use the TFTP server to upload new custom background images to the phones in your network.
Phone users can select the images that you upload as their phone backgrounds. You can configure your system
so that phone users can select from an assortment of images or you can assign a specific background image
for all phone.
If you want your phone users to be able to customize their phone backgrounds, then you must prepare and
upload the following files to the TFTP server whenever you upload new images:
• Full-size background image—Refer to your phone documentation for image specifications, including
the image size (in pixels) and color-type, for your phone model.
• A thumbnail image—This is only required if you want your phone users to be able to choose their own
background image. Refer to your phone documentation for the thumbnail image specifications
• An edited List.xml file—This file contains a listing of the background images from which phone
users can select. You must add your new images to this file.

If you want to assign a specific image for all phones then you need to upload the main background image
only. In addition, you also must update the Common Phone Profile to direct the phones to use the image that
you assign.

Custom Backgrounds Configuration Task Flow

Complete these tasks to configure and upload customized background images for the phones in your deployment.
You can configure the system so that phone users can select from an assortment of images, or you can assign
a specific background image that displays on all phones.

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Create Phone Background Images

Procedure

Command or Action Purpose

Step 1 Create Phone Background Images, on page 569 Create your full-size background image and
corresponding thumbnail image (if required).
Refer to your phone documentation for image
specifications, including file type, image size
(in pixels) and color-type.
Note The thumbnail is not required if you
are assigning a specific background
image.

Step 2 Edit the List.xml file, on page 570 Update the List.xml file from the appropriate
TFTP directory with your new images. This is
required so that phone users see the new images
in their list of phone background options.
Note This procedure is required only if
you are giving your users the option
to choose their own background. If
you are assigning a specific
background image then there is no
need to edit this file.

Step 3 Upload Backgrounds to TFTP Server, on page Upload your files to the TFTP server.
570
Step 4 Restart the TFTP Server, on page 571 Restart the Cisco TFTP service in order to push
the images to your phones.

Step 5 Assign Phone Background for Phone Users, on Optional. By default, Cisco Unified
page 571 Communications Manager gives phone users
the option to select their own phone background
image. However, you can use the Common
Phone Profile to assign a specific background
image for all phones that use this Common
Phone Profile.

Create Phone Background Images

Refer to your phone documentation for background image specifications and thumbnail image specifications.
This includes the image sizes (in pixels), file type, and the appropriate destination TFTP directory for that
phone model (the TFTP directory is based on the image specifications).
• If you want phone users to have the option to use, or not use, the image that you upload, you must prepare
both a full-size image and a thumbnail image according to the specifications for that particular phone
model.
• If you want to assign the image to specific phones, you need the full-size image only.

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Edit the List.xml file

What to do next
If you want phone users to be able to choose their own background image, Edit the List.xml file, on page 570.
If you want to assign a specific background image, you don't need to update the List.xml file. Proceed to
Upload Backgrounds to TFTP Server, on page 570

Edit the List.xml file

If you want phone users to be able to choose their background images, use this procedure to add any new
background images that you upload to the existing List.xml file. Each TFTP image directory contains a
List.xml file that gets used by the phones that use that TFTP directory. This file points to the specific
background and thumbnail image for each background option and can include up to 50 background images.
The images are listed using the order in which they appear on the phone. For each image, the file contains an
<ImageItem> element that includes these two attributes:

• Image: Uniform resource identifier (URI) that specifies where the phone obtains the thumbnail image
that will appear on the Background Images menu of a phone.
• URL: URI that specifies where the phone obtains the full size image.

Example:
The following example (for a Cisco Unified IP Phone 7971G-GE and 7970G) shows a List.xml file that
defines two images. The required Image and URL attributes must be included for each image. The TFTP URI
that displays in the example is the only supported method for linking to full size and thumbnail images as
HTTP URL support is not provided.

<CiscoIPPhoneImageList>
<ImageItem Image=”TFTP:Desktops/320x212x12/TN-Fountain.png”
URL=”TFTP:Desktops/320x212x12/Fountain.png”/>
<ImageItem Image=”TFTP:Desktops/320x212x12/TN-FullMoon.png”
URL=”TFTP:Desktops/320x212x12/FullMoon.png”/>
</CiscoIPPhoneImageList

Procedure

Step 1 Log in to the Command Line Interface

Step 2 Run the file get tftp <filename> CLI command where <filename> represents the file and filepath of the
List.xml file for the appropriate TFTP directory.
Note Make sure that you download the List.xml file from the appropriate TFTP directory as each
image directory has its own file. Refer to your phone documentation for information on the
appropriate TFTP directory for that phone model as the directory is based on the image specifications.

Step 3 Edit the xml file with a new <ImageItem> element for each new background option that you want to add.

Upload Backgrounds to TFTP Server

Use this procedure to upload new phone background files to the TFTP server.

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Restart the TFTP Server

• If you want your phone users to be able to choose their own background image, then you must upload
your full-size background image, a thumbnail image, and the updated List.xml file.
• If you are assigning a specific background image, you need to upload the full-size background image
only.

Procedure

Step 1 From Cisco Unified OS Administration, choose Software Upgrades > TFTP File Management
Step 2 Click Upload File and do the following:
a) Click Choose File and select the background file that you want to upload.
b) In the Directory field, enter the appropriate TFTP directory for that phone model. The TFTP directory
corresponds to the image size and color type. Refer to your phone documentation for images specification.
c) Click Upload File
d) Repeat these steps to upload both the thumbnail image and list.xml files as well. These files should
be loaded to the same TFTP directory as the main background image.
Step 3 Click Close.

Restart the TFTP Server

After you have uploaded your custom files to the TFTP directory, restart the Cisco TFTP server to push the
files to the phones.

Procedure

Step 1 Log in to Cisco Unified Serviceability and choose Tools > Control Center - Feature Services.
Step 2 From the Server drop-down list, choose the server on which the Cisco TFTP service is running.
Step 3 Click the radio button that corresponds to the Cisco TFTP service.
Step 4 Click Restart.

Assign Phone Background for Phone Users

By default, Cisco Unified Communications Manager allows phone users to customize their own phone
background image. However, you can use the Common Phone Profile setting to assign a specific background
image for all phones that use this Common Phone Profile.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Common Phone Profile.
Step 2 Do one of the following:

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• Click Find and select the Common Phone Profile that your phones use.
• Click Add New to create a new Common Phone Profile.

Step 3 If you want users to be able to choose their background image, make sure that the Enable End User Access
to Phone Background Image Setting check box is checked (this is the default setting).
Step 4 If you want to assign a specific background image for phones that use this profile:
• Uncheck the Enable End User Access to Phone Background Image Setting check box.
• In the Background Image text box, enter the filename of the image file that you want to assign. Also,
check the Override Enterprise Settings check box that corresponds to this text box.

Step 5 Complete any remaining fields in the Common Phone Profile window. For help with the fields and their
settings, refer to the online help.
Step 6 Click Save.
If you have assigned a specific background image, all phones that use this Common Phone Profile will use
the image that you specify.

What to do next
If you have created a new Common Phone Profile, reconfigure your phones so that they use this profile. For
details on how to configure phones in Cisco Unified Communications Manager, see the "Configure Endpoint
Devices" section of the System Configuration Guide for Cisco Unified Communications Manager.

Tip If you have a large number of phones to assign, use the Bulk Administration Tool to assign a Common Phone
Profile to a large number of phones in a single operation. For details, see the Bulk Administration Guide for
Cisco Unified Communications Manager.

Note After you complete your configuration, reset your phones.

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Music On Hold
• Music On Hold Overview, on page 573
• Interwork External Multicast MOH to Unicast MOH, on page 577
• Music On Hold Prerequisites, on page 578
• Music On Hold Configuration Task Flow, on page 578
• Unicast and Multicast Audio Sources, on page 585
• Music On Hold Interactions and Restrictions, on page 587
• Music On Hold Troubleshooting, on page 590

Music On Hold Overview

Use the integrated Music On Hold (MOH) feature to place on-net and off-net users on hold with music from
a streaming source. This source makes music available to any on-net or off-net device that you place on hold.
On-net devices include station devices and applications that an interactive voice response (IVR) or call
distributor places on hold, consult hold, or park hold. Off-net users include those users who are connected
through Media Gateway Control Protocol (MGCP) or Skinny Call Control Protocol (SCCP) gateways, Cisco
IOS H.323 gateways, and Cisco IOS Media Gateway Control Protocol gateways. The system also makes the
Music On Hold feature available for Cisco IP POTS phones that connect to the Cisco IP network through
Foreign Exchange Station (FXS) ports on Cisco IOS H.323 or MGCP and for Cisco MGCP or SCCP gateways.
Start Cisco Unified Communications Manager to create a media resource manager. Music On Hold server
registers to the media resource manager with its music on hold resources. Music On Hold server is a software
application that provides music on hold audio sources and connects a music on hold audio source to multiple
streams.
When an end device or feature places a call on hold, Cisco Unified Communications Manager connects the
held device to a music resource. When the held device is retrieved, it disconnects from the music on hold
resource and resumes normal activity.

Caller-Specific Music On Hold

For SIP calls that a phone receives over the SIP trunk, Cisco Unified Communications Manager can use a
different MOH audio source.
An external application, such as the Cisco Unified Customer Voice Portal (CVP) contact center solution,
determines the most appropriate MOH audio source based on the caller ID, dialed number, or IVR interaction
when a call is received from the public switched telephone network (PSTN).

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Increased Capacity of IP Voice Media Streaming Application and Expanded MOH Audio Source

For details, see the Cisco Unified Customer Voice Portal documentation at http://www.cisco.com/c/en/us/
support/customer-collaboration/unified-customer-voice-portal/tsd-products-support-series-home.html.

Increased Capacity of IP Voice Media Streaming Application and Expanded

MOH Audio Source
Cisco IP Voice Media Streaming application is installed automatically when you install Cisco Unified
Communications Manager. Activate this application to enable the Music On Hold (MOH) feature.
With this release, the capacity of Cisco Unified Communications Manager to support unique and concurrent
MOH audio sources, while the Music On Hold service is running on the MOH server, is increased from 51
to 501. The MOH audio sources are numbered from 1 to 501 with the fixed MOH audio source remaining at
the number 51.
The fixed MOH device cannot use an audio source that connects through a USB MOH device, because Cisco
Unified Communications Manager does not support USB when running on VMware. Use of the fixed MOH
USB device is not supported on VMware. However, provision the external sound device for use with
deployments that utilize Cisco Unified Survivable Remote Site Telephony (SRST) multicast MOH.
You can configure each MOH audio source to use a custom announcement as an initial greeting and/or an
announcement that is played periodically to callers who are hearing the music. Cisco Unified Communications
Manager provides 500 custom announcements that you can use on one or multiple MOH audio sources. These
announcements are not distributed between the Cisco Unified Communications Manager servers within a
cluster. You have to upload these custom announcement files to each server that provides the MOH and
announcement services. You must also upload each custom music file for MOH audio sources to each server.

Performance Impact of Media Devices with Services

The Cisco IP Voice Media Streaming application runs as a service for four media devices—annunciator
(ANN), software conference bridge, Music On Hold (MOH), and software media termination point. Activate
this service on a Cisco Unified Communications Manager server as coresident with call processing. When
you activate this service, ensure that you configure these media devices for limited capacity to avoid any
impact on the call processing. The default settings for the media devices are defined based on this coresident
operation. You can adjust these settings by reducing the use of one or more media devices to increase other
settings.
For example, if you are not using software media termination point devices, you can choose the Run Flag
setting for the SW MTP to False, select System > Service Parameters > Cisco IP Voice Media Streaming
App service > MTP Parameters , and add the MTP Call Count setting to Media Resource > MOH Server >
Maximum Half Duplex Streams configuration. Depending on the call traffic, you can modify the default
settings. However, monitor the server performance activity for CPU, memory, and IO wait. For higher capacity
clusters, such as the ones using 7500 user OVA configuration, it is possible to increase the default media
device settings for Call Count by 25%.
For installations where you expect high usage of the media devices, such as Music On Hold, or where high
call volumes require higher number of media connections, activate the Cisco IP Voice Media Streaming
application service on one or more of the Cisco Unified Communications Manager servers which do not have
call processing activated. Activating this service limits the impact of media device usage to other services,
such as call processing. Then, you can increase the configuration settings for maximum number of calls for
the media devices.
When you activate Cisco IP Voice Media Streaming application as co-resident with Cisco Unified
Communications Manager service, it can impact call processing performance. To increase the capacity settings

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Performance Impact of Media Devices with Services

for Music On Hold or annunciator from the default settings, it is suggested to activate Cisco IP Voice Media
Streaming application on a server without activating Cisco Unified Communications Manager.
The CPU performance is impacted by MOH when active callers are on hold or when multicast MOH audio
streams are configured.

Table 53: General Performance Results

Configuration Notes CPU Performance

Dedicated MOH server, 1000 held calls, 500 MOH 25–45% (7500 user OVA configuration)
sources with greeting and periodic announcements.

Native call queuing with dedicated MOH server and 25–45% (7500 user OVA configuration)
annunciator server, 1000 queued calls, 500 MOH
sources with greeting and periodic announcements.
An annunciator can play up to 300 simultaneous
greeting announcements.

Dedicated MOH server, 500 held calls, 500 MOH 15–35% (7500 user OVA configuration)
sources with greeting and periodic announcements.

Table 54: Extrapolated Recommendations

Configuration Recommendation Limit

When Cisco IP Voice Media Streaming application MOH: 500 held callers, 100 MOH sources, and 48 to
is co-resident with Cisco Unified Communications 64 annunciator callers.
Manager on 2500 OVA (moderate call processing).

When Cisco IP Voice Media Streaming application MOH: 750 held callers, 250 MOH sources, and 250
is a dedicated server on 2500 OVA. annunciator callers.

When Cisco IP Voice Media Streaming application MOH: 500 held callers, 250 MOH sources, and 128
is co-resident with Cisco Unified Communications annunciator callers.
Manager on 7500/10K OVA (moderate call
processing).

When Cisco IP Voice Media Streaming application MOH: 1000 held callers, 500 MOH sources, and
is a dedicated server on 7500/10K OVA. 300-700 annunciator callers (with 1 MOH codec).
Note Reduce annunciator to 300 for two MOH
codecs.

Note These recommendations are specific to MOH/ANN devices. If you combine these devices with the software
media termination point (MTP) and call forward busy (CFB) devices, reduce the limits to provide streams.

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Configuration Limitations for Capacity Planning

Configuration Limitations for Capacity Planning

The Cisco IP Voice Media Streaming application and Self Provisioning IVR services use a media kernel
driver to create and control Real-time Transfer Protocol (RTP) streams. This media kernel driver has a capacity
of 6000 streams. These streams allow the media devices and IVR to make resource reservations.
These reservations are based on the following capacity calculations:

Media Device Capacity

Annunciator (Call Count service parameter) * 3

Where 3 indicates total of receiving (RX) and transmitting (TX) calls for
endpoint and 1 for .wav file.

Software Conference Bridge (Call Count service parameter) * 2

Where 2 indicates total streams of RX and TX endpoints.

Software Media Termination (Call Count service parameter) * 2

Point
Where 2 indicates total streams of RX and TX endpoints.

Music On Hold ((Maximum Half Duplex Streams) * 3) + (501 * 2 * [number of enabled MOH
codecs])
Where:
• (Maximum Half Duplex Streams) is a configuration setting on the MOH
device configuration administration web page.
• 3 indicates total steams of RX, TX, and greeting announcement .wav
file.
• 501 indicates the maximum number of Music On Hold (MOH) sources.
• 2 indicates music .wav stream and possible multicast TX stream.
• [number of enabled MOH codecs] is based on how many MOH codecs
are enabled in the Cisco IP Voice Media Streaming application service
parameters.

Self Provisioning IVR (500 * 2)

Service
Where 500 indicates callers, and 2 indicates total streams from RX and TX
streams.

Hence, to enable MOH to support a maximum of 1000 callers, use the following equation: 1000 * 3 +
501 * 2 * 1 = 4002 driver streams with one enabled codec and 1000 * 3 +501 * 2 * 2 =
5004 with two enabled codecs. Reduce the remaining devices and deactivate the Self Provisioning IVR
service to limit total reservations to 6000, which allows the MOH device to make these reservations. It may
also require that you do not activate the Self Provisioning IVR service on the same server with Cisco IP Voice
Media Streaming application.
If configuration settings of the media devices exceed the capacity of the media device driver, the media devices
that register with the device driver first will be able to reserve their required stream resources. The media
devices that register later are restricted to fewer than requested stream resources. The later registered media

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devices result in logging some alarm messages and automatically reducing the call count for the restricted
media device.

Note A media kernel driver with a capacity of 6000 streams might not support that many simultaneous media device
connections.

Interwork External Multicast MOH to Unicast MOH

With this release, you can configure a Cisco Unified Survivable Remote Site Telephony (SRST) router as an
audio source. This router provides multicast MOH audio for devices that are capable of multicast reception.
In this approach, devices act as if Cisco Unified Communications Manager is sending the multicast MOH
audio. However, devices that are capable of only the unicast reception cannot hear the MOH audio that an
external MOH source (for example, Cisco Unified SRST router) sends. Examples of devices that are capable
of unicast reception only can be public switched telephone network (PSTN) phones, destination to session
border controllers (SBC), and Session Initiation Protocol (SIP) trunks.
In this release of Cisco Unified Communications Manager, this feature is enhanced to receive multicast MOH
audio from an external audio source and send it as unicast MOH audio. Cisco Unified Communications
Manager uses this feature to play multicast MOH audio as unicast MOH for the devices that are capable of
unicast MOH reception only. Examples of an external MOH audio source can be a Cisco Unified SRST router
or software that can send multicast MOH audio.
An administrator configures the fields for this feature from Cisco Unified CM Administration Music On
Hold Audio Source Configuration window.

Note • This feature has no impact on existing functionality of playing multicast MOH audio using an external
audio source for the devices that are capable of multicast reception.
• For the unicast media connection, Cisco Unified Communications Manager MOH Server plays the initial
announcement and periodic announcement even if you configure the MOH audio source with external
multicast source.

Configuration Tips for the Codec-Specific Inbound Audio Stream

Configure an external multicast audio source, such as Cisco Unified SRST router, to MOH server for streaming
the required audio feed.
To configure an external multicast audio source, such as a Cisco Unified SRST router, configure the Source
IPv4 Multicast Address and Source Port Number fields in the MOH Audio Source Configuration window.
• Cisco Unified Communications Manager listens to multicast G.711 mu-law stream on external multicast
IP address and port that you configured on the MOH Audio Source configuration window. An MOH
server can transcode between the G.711 mu-law or a-law or L16 256K wideband MOH codecs. The
external multicast RTP stream uses G.711 mu-law codec for MOH as a source for G.711 mu-law or a-law
or L16 256K wideband MOH codecs. For G.711 a-law and wideband calls, Cisco Unified Communications
Manager MOH server transcodes the inbound G.711 mu-law stream to outbound G.711 a-law or wideband
stream before sending it to the device.

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Music On Hold Prerequisites

• Cisco Unified Communications Manager listens to multicast G.729 stream on external multicast IP and
port value added with four that is configured on the MOH audio source configuration window. For
example, if you configure an MOH audio Source with 239.1.1.1:16384, Cisco Unified Communications
Manager listens to G.711 mu-law stream on 239.1.1.1:16384 and G.729 stream on 239.1.1.1:16388 (port
value added with four). An MOH server cannot transcode for G.729 codecs. Callers who are using MOH
G.729 codec require an external multicast RTP stream using G.729 or G.729a codec.

Music On Hold Prerequisites

• Before you configure multicast, ensure that you configure MOH server and audio sources. If you want
to use fixed audio source, configure it before you configure multicast.
• Make sure to decide whether you are going to do unicast or multicast Music On Hold
• It is crucial to plan the capacity of the deployed and configured hardware and ensure that it can support
the anticipated call volume of the network. You need to know the hardware capacity for MOH resources
and consider the implications of multicast and unicast MOH in relation to this capacity. Ensure that
network call volumes do not exceed these limits. When MOH sessions reach these limits, an additional
load can result in poor MOH quality, erratic MOH operation, or loss of MOH functionality.
• If you use multicast MOH and the devices that listen to multicast MOH streams are not in the same IP
network, you must enable multicast routing in the IP network. Take care when you enable the multicast
routing to avoid the potential flooding of parts of the network with wrongly sent multicast packets
(specially, across WAN links). Disable multicasts on interfaces on which the multicast MOH packets
are not required and use the Max Hops parameter.
• For detailed information on planning your Music On Hold deployment, including server capacities, refer
to the Music On Hold capacities topics in the Cisco Collaboration System Solution Reference Network
Design.

Music On Hold Configuration Task Flow

Complete these tasks to configure Music On Hold (MOH) for your system.

Procedure

Command or Action Purpose

Step 1 Activate Cisco IP Voice Media Streaming, on Activate the Cisco IP Voice Media Streaming
page 579 Service Application service to enable Music
On Hold.

Step 2 Configure Music On Hold Server, on page 580 Configure basic server settings for the MOH
server.

Step 3 Upload Audio File for Music On Hold, on page Optional. Upload your own audio files to make
580 them available as MOH audio streams.

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Command or Action Purpose

Step 4 Configure Music On Hold Audio Source, on Configure Music On Hold audio streams. You
page 581 can also associate an uploaded audio files to an
MOH audio stream.

Step 5 Configure Fixed Music On Hold Audio Source, Configure the fixed Music On Hold audio
on page 582 source. The system supports a single fixed
MOH audio source (stream 51).

Step 6 Add MOH to Media Resource Group, on page Assign the Music On Hold service to a Media
582 Resource Group. The group compiles the media
resources that are available to an endpoint in a
call.

Step 7 Configure Media Resource Group List, on page Assign your Media Resouce Groups to a
583 prioritized Media Resource Group List.

Step 8 Add Media Resources to Device Pool, on page Make Music On Hold available to endpoints by
583 assigning the Media Resource Group List to a
device or device pool.

Step 9 Configure MOH Service Parameters, on page Optional. Configure optional Music On Hold
584 parameters such as default codecs and default
audio streams for calls on hold.

Activate Cisco IP Voice Media Streaming

The Cisco IP Voice Media Streaming Application service must be Activated in order to use Music On
Hold.

Note During installation, Unified Communications Manager installs and configures a default Music On Hold audio
source. Music On Hold functionality can proceed by using the default audio source.

Procedure

Step 1 From Cisco Unified CM Administration, choose Tools > Service Activation.
Step 2 Choose a server from the Server drop-down list.
Step 3 Under CM Services , make sure the Cisco IP Voice Media Streaming App service is Activated. If the
service is deactivated, check the service and click Save.

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Configure Music On Hold Server

Before you begin
Make sure one or multiple Music On Hold (MOH) servers are available.

Note The Cisco Unified Communications Manager MOH server is automatically added when the Cisco IP Voice
Media Streaming Application service is activated.

Procedure

Step 1 From Cisco Unified CM Administration, choose Media Resources > Music On Hold Server.
Step 2 Click Find and select the Music On Hold server that you want to update.
Step 3 Select the Host Server.
Step 4 Enter a descriptive Music On Hold Server Name along with a Description.
Step 5 Select the Device Pool you want to use for this server.
Step 6 Configure server capacity by configuring the following fields:
• Maximum Half Duplex Stream—Set this to the maximum number of devices that can be on unicast
music on hold that is streamed from this music on hold server at any given time. You can use the following
formula to calculate the maximum:
Note (Server and deployment capacity) – ([Number of multicast MOH sources] * [Number
of enabled MOH codecs])

• Maximum Multi-cast Connections—Set this to a value that is greater than or equal to the number of
devices that might be placed on multicast MOH at any given time.

Step 7 (Optional) To enable multi-casting, check the Enable Multi-cast Audio Sources on this MOH Server check
box, and configure the multicast IP address ranges.
Step 8 Configure the additional fields in the Music On Hold Server Configuration window. For help with the fields
and their settings, see the online help.
Step 9 Click Save.

Upload Audio File for Music On Hold

Use this procedure if you want to upload customized audio files that you can make available as Music On
Hold audio streams.

Procedure

Step 1 From Cisco Unified CM Administration, choose Media Resources > MOH Audio File Management.
Step 2 Click Upload File.

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Step 3 Click Choose File and browse to the file you want to upload. Once you've selected the file, click Open.
Step 4 Click Upload.
The Upload Result window shows the result of the upload. The uploading procedure uploads the file and
performs audio conversions to create codec-specific audio files for MOH. Depending on the size of the original
file, processing may take several minutes to complete.

Step 5 Click Close to close the Upload Result window.

Step 6 Repeat this procedure if you want to upload additional audio files.
Note When you import an audio source file, Cisco Unified Communications Manager processes the file
and converts the file to the proper formats for use by the Music On Hold server. Followoing are
examples of valid input audio source files:
• 16-bit PCM .wav file
• Stereo or mono
• Sample rates of 48 kHz, 44.1 kHz, 32 kHz, 16 kHz, or 8 kHz

Note MOH audio source files do not automatically propagate to other MOH servers in a cluster. You
must upload an audio source file to each MOH server or each server in a cluster separately

Configure Music On Hold Audio Source

Use this procedure to configure Music On Hold audio sources. You can configure audio streams and associate
uploaded files to an audio stream. You can configure up to 500 audio streams.

Note If a new version of an audio source file is available, perform the update procedure to use the new version.

Procedure

Step 1 From Cisco Unified CM Administration, choose Media Resources > Music On Hold Audio Source.
Step 2 Do either of the following:
• Click Find and select an existing audio stream.
• Click Add New to configure a new stream.

Step 3 From the MOH Audio Stream Number, select an audio stream.
Step 4 Enter a unique name in the MOH Audio Source Name field.
Step 5 Optional. Check the Allow Multi-casting check box if you want to allow this file to be multi-casted.
Step 6 Configure the audio source:
• Check the Use MOH WAV file source radio button and from the MOH Audio Source File, select the
file you want to assign.

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• Check the Rebroadcast External Multicast Source radio button and enter the multicast source IP
Address details.

Step 7 In the Announcement Settings for Held and Hunt Pilot Calls section, assign the announcements that you
want to use for this audio source.
Step 8 Configure the remaining fields in the Music On Hold Audio Source Configuration window. For help with
the fields and their settings, see the online help.
Step 9 Click Save.

Configure Fixed Music On Hold Audio Source

For each cluster, you may define one fixed audio source (Source 51). You must set up the fixed audio source
that is configured per cluster on each MOH server. The fixed audio source originates from a fixed device that
uses the local computer audio driver.

Procedure

Step 1 From Cisco Unified CM Administration, choose Media Resources > Fixed MOH Audio Source.
Step 2 Optional. Check the Allow Multi-casting check box if you want to allow this audio source to be multi-casted.
Step 3 Check the Enable check box to enable the fixed audio source. When you check this check box, a Name is
required.
Step 4 In the Announcement Settings for Held and Hunt Pilot Calls area, configure announcements for this audio
source.
Step 5 Configure the fields in the Fixed MOH Audio Source Configuration window. For help with the fields and
their settings, see the online help.
Step 6 Click Save.

Add MOH to Media Resource Group

A Media Resource Group is a logical grouping of media resources. You may associate a media resource group
with a geographical location or a site, as required. You can also form media resource groups to control server
usage, or unicast or multicast service type.

Procedure

Step 1 From Cisco Unified CM Administration, choose Media Resources > Media Resource Group.
Step 2 Do either of the following:
• Click Find and select an existing group.
• Click Add New to create a new group.

Step 3 Enter a Name and Description.

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Step 4 In the Available Media Resources list, select the Music On Hold resource and use the down arrow to add
the resource to the Selected Media Resources. Repeat this step for the other media resources you want to
assign to this group.
Step 5 (Optional) Check the Use Multi-cast for MOH Audio check box if you want to allow Music On Hold
multi-casting.
Step 6 Click Save.

Configure Media Resource Group List

Media Resource Group List lists the prioritized media resource groups. An application can select required
media resources from among ones that are available according to the priority order that is defined in a media
resource group list.

Procedure

Step 1 From Cisco Unified CM Administration, choose Media Resources > Media Resource Group List.
Step 2 Do either of the following:
• Click Find and select an existing media resource group list.
• Click Add New to create a new media resource group list.

Step 3 Enter a Name for the list.

Step 4 From the Available Media Resource Groups list, select the groups you want to add to this list and use the
down arrow to move them to Selected Media Resource Groups.
Step 5 In the Selected Media Resource Groups list use the up and down arrows to the right of the list to edit the
prioritized order of groups.
Step 6 Click Save.

Add Media Resources to Device Pool

You can make MOH available to devices by assigning the media resource group list that contains the MOH
resource to a device or to the device pool.

Note The device in a call will use the media resource group list that is assigned to the device in the Phone
Configuration window. If none is assigned, it will use the media resource group list for the device pool that
is used for the call.

Procedure

Step 1 From Cisco Unified CM Administration, do either of the following:

• Choose System > Device Pool.

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• Choose Device > Phone.

Step 2 Click Find and select an existing phone or an existing device pool.
Step 3 From the Media Resource Group List drop-down list, select the media resource group list that contains the
Music On Hold resource.
Step 4 Complete the remaining fields in the configuration window. For more information on the fields and their
configuration options, see Online Help.
Step 5 Click Save.

Configure MOH Service Parameters

Use this procedure to configure optional service parameters for Music On Hold (MOH). For many deployments
the default settings will be sufficient.

Procedure

Step 1 In Cisco Unified CM Administration, choose System > Service Parameters.

Step 2 From the Server drop-down list, select the server.
Step 3 From the Service drop-down list, select Cisco IP Voice Media Streaming.
Step 4 From the Clusterwide Parameters (Parameters that apply to all servers) area, configure optional MOH
service parameters.
Step 5 Click Save.
Step 6 From the Service drop-down list, select Cisco CallManager.
Step 7 Configure optional MOH parameters. For example, under Clusterwide Parameters (Service), you can assign
the default audio sources for Hold.
Step 8 Click Save.
Note All parameters apply only to the current server except parameters that are in the cluster-wide group.

View Music on Hold Audio File

View existing Music On Hold audio files that are stored on the system.

Procedure

Step 1 In Cisco Unified CM Administration, choose Media Resources > MOH Audio File Management.
The Music On Hold Audio File Management window appears.
Step 2 View the following information for each record:
• Check box—If the audio file can be deleted, a check box appears before the File Name column.
• File Name—This column displays the audio file name.

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• Length—This column displays the audio file length in minutes and seconds.
• File Status—This column displays one of the following statuses of an audio file:
• Translation Complete—This status appears after a file is uploaded successfully and is available
for use as audio files for a music on hold audio source.
• In Use—This status appears after you add a Music On Hold audio source that uses this audio file
as its MOH audio source file.
Note You cannot a delete a file with In Use status.

Unicast and Multicast Audio Sources

Unicast Music On Hold is the system default option. However, you need to configure for multicast, if required.
Both multicast and unicast configurations present the same audio-source behavior to held parties. Each audio
source is used once, and the stream is split internally and is sent to the held parties. The only difference between
multicast and unicast, in this case, is how the data is sent over the network.

Table 55: Differences Between Unicast and Multicast Audio Sources

Unicast Audio Source Multicast Audio Source

Consists of streams that are sent directly from the Consists of streams that are sent from the MOH server
MOH server to the endpoint that requests an MOH to a multicast group IP address. Endpoints that request
audio stream. an MOH audio stream can join multicast MOH, as
needed.

A unicast MOH stream is a point-to-point, one-way A multicast MOH stream is a point-to-multipoint,

audio RTP stream between the server and the endpoint one-way audio RTP stream between the MOH server
device. and the multicast group IP address.

Unicast MOH uses a separate source stream for each Enables multiple users to use the same audio source
user or connection. As more endpoint devices go on stream to provide MOH.
hold through a user or network event, the number of
MOH streams increases.

An MOH audio source may be configured with an For multicast users, this announcement is not heard.
initial (greeting) announcement, which will be played
to unicast held parties. For unicast MOH users, this
announcement is heard from the beginning.

The additional MOH streams can have a negative Multicast MOH conserves system resources and
effect on network throughput and bandwidth. bandwidth.

Extremely useful in networks in which multicast is Can be problematic in situations in which a network
not enabled or devices are incapable of multicast. is not enabled for multicast or the endpoint devices
are incapable of processing multicast.

Includes managing devices only. Includes managing devices, IP addresses, and ports.

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Unicast Audio Source Multicast Audio Source

No requirement to define the Music On Hold server. Administrators must define at least one audio source
to allow multicasting. To define Music On Hold
servers for multicast, first define the server to allow
multicasting.

Functions without configuring MOH audio source, Functions only if both media resource groups and
MOH server, or media resource group list. media resource group lists are defined to include a
multicast Music On Hold server. For media resource
groups, you must include a Music On Hold server that
is set up for multicast. These servers are labeled as
(MOH) [Multicast]. Also, check the Use Multicast
for MOH Audio check box when you define a media
resource group for multicast.

Note The Multicast MOH Direction Attribute for SIP service parameter determines whether Cisco Unified
Communications Manager sets the direction attribute of the Session Description Protocol (SDP) in its multicast
Music On Hold (MOH) INVITE message to sendOnly or recvOnly.
If your deployment uses SIP phone uses Release 8.4 and earlier for Cisco Unified IP Phones 7940 and 7960,
or SIP phone uses Release 8.1(x) and earlier for Cisco Unified IP Phones 7906, 7911, 7941, and 7961, set
this parameter to sendOnly. Otherwise, leave this parameter set to the default value, recvOnly.

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Music On Hold Interactions and Restrictions

Music On Hold Interactions
Feature Interaction

Multicast Music On Hold Using the multicast MOH over H.323 intercluster trunk feature, you can multicast
over H.323 Intercluster MOH to work over H.323 intercluster trunks (ICT). When a call connects over
Trunks an intercluster trunk and one of the parties presses the Hold key, MOH streams
over the intercluster trunk. If you have turned on the multicast MOH and have
configured the holding party and trunk to use the multicast MOH server, MOH
streams with multicast. Only one multicast MOH stream streams over the trunk
regardless of the number of calls that are put on hold on this trunk.
Additional points regarding this feature:
• This feature does not work if any middle box between Cisco Unified
Communications Managers does not pass the new fields in Terminal
Capability Set (TCS) and OLC message.
• This feature requires no additional configuration for field up multicast MOH,
and applies only between Cisco Unified Communications Managers that
support single-transmitter multicast.
• The feature is On by default, but can be turned off by setting the Send
Multicast MOH in H.245 OLC Message service parameter to False. Setting
this value can resolve interoperability issues that the feature might cause.

Music On Hold Failover The MOH server supports Cisco Unified Communications Manager lists and
and Fallback failover as implemented by the software conference bridge and media termination
point. Upon failover, the system maintains connections to a backup Cisco Unified
Communications Manager, if available.
When a Music On Hold server fails during an active Music On Hold session, the
held party hears no music from this point. However, this situation does not affect
normal call functions.

Call Park and Directed Music On Hold allows users to place calls on hold with music that a streaming
Call Park source provides. 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.
• Network hold—This type of hold takes place when a user activates the
Transfer, Conference, or Call Park feature, and the hold automatically gets
invoked. This hold type applies to directed call park because directed call
park is a transfer function. However, Directed Call Park uses the Cisco Call
Manager service parameter, Default Network Hold MOH Audio Source, for
the audio source.

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Feature Interaction

Extension Mobility Cross Examples include RSVP Agent, TRP, Music On Hold (MOH), MTP, transcoder,
Cluster—Media resources and conference bridge.
for the visiting phone
Media resources are local to the visiting phone (other than RSVP Agents).

Hold Reversion Cisco Unified Communications Manager supports MOH on a reverted call if
MOH is configured for a normal held call.

Media Resource Selection Held parties determine the media resource group list that a Cisco Unified
Communications Manager uses to allocate a Music On Hold resource.

Secured Music On Hold Cisco Unified Communications Manager enhances the Cisco IP Voice Media
with SRTP Streaming application service to support Secure Real-Time Protocol (SRTP).
Hence, when you enable the Cisco Unified Communications Manager cluster or
system for security, the MOH server registers with Cisco Unified Communications
Manager as an SRTP capable device. If the receiving device is also SRTP-capable,
the music media is encrypted before streaming to the receiving device.
Make sure of the following:
• Cluster security should be mixed mode—Run the utils ctl set-cluster
mixed-mode CLI command

• SIP trunks in the path support SRTP—The SRTP Allowed check box must
be checked in the Trunk Configuration window for SRTP to work over
the trunk.
• Devices support SRTP—In the Phone Security Profile used by the endpoint,
the Device Security Mode must be Encrypted.

Music On Hold Restrictions

Restriction Description

Multicast Music On Hold Computer Telephony Integration (CTI) and media termination point (MTP)
Support devices do not support the multicast Music On Hold feature. If you configure
CTI or MTP devices with a multicast MoH device in the media resource
group list of the CTI device, call control issues may result. CTI and MTP
devices do not support multicast media streaming.

Internet Protocol Support Multicast Music On Hold supports only IPv4. The Cisco IP Voice Media
Streaming Application, which is a component of Music On Hold, supports
both IPv4 and IPv6 audio media connections for unicast Music On Hold.
Multicast Music On Hold supports IPv4 only. Devices with an IP addressing
mode of IPv6 only cannot support multicast.

Distribution of fixed-device Cisco Unified Communications Manager does not support distribution of
audio sources fixed-device (hardware) audio sources across Music On Hold servers within
a media resource group.

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Restriction Description

Unacceptable Audio Quality Because the G.729a codec is designed for human speech, if you use it with
with G.729a codec Music On Hold for music, it may not provide acceptable audio quality.

Cisco Unified Communications A Cisco Unified Communications Manager cluster or system supports only
Manager System Support virtualized deployments on Cisco Unified Computing System (UCS) servers
or other Cisco-approved third-party server configurations. You cannot use
the Music On Hold feature with an external source (USB audio dongle) for
the nodes that provide MOH from an external source.

Multicast Support The administrator can designate a Music On Hold server as either unicast
or multicast, provided that resources exist to support multicast.

Caller-specific MOH Support Caller-specific MOH is not supported when calls are received or transferred
over QSIG tunneling-enabled SIP trunks.

MP3 Format Support The Music On Hold feature does not support the MP3 format.

Interoperability between H.323 Multicast MOH does not support interoperability between H.323 and SIP
and SIP Protocols protocols.

SRTP Support Multicast MoH audio streams are not encrypted and do not support SRTP.

Multicast Streams MTPs do not support multicast streams.

Encryption of Multicast Music Cisco Unified Communications Manager does not support encryption of
On Hold RTP Streams multicast Music On Hold RTP streams. For secure MOH audio, you should
not configure multicast audio sources.

Fixed Music On Hold Device The fixed Music On Hold device cannot specify an audio source that
connects through a USB, because Cisco Unified Communications Manager
does not support USB when running on VMware. However, VMware
supports internal Music On Hold.

MOH Server Failure Cisco Unified Communications Manager takes no action when a Music On
Hold server fails during an active Music On Hold session.

Multicast MOH When an MTP resource gets invoked in a call leg at a site that is using
multicast MOH, Cisco Unified Communications Manager falls back to
unicast MOH instead of multicast MOH.

Provisioning If you do not provision the user and network MOH audio source identifiers,
or if one or both values are invalid, the caller-specific MOH information
in the SIP header is ignored. The call reverts to tone on hold and an invalid
MOH audio source alarm is raised.

Header Values • When both the user and network MOH audio source identifiers are
present in the header, any invalid value is replaced by the default value
(0).
• If both values are zero, or the only value is zero, the header in the
incoming INVITE is ignored.

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Restriction Description

MOH Audio Source Identifier • If you provide only one MOH audio source identifier in the SIP header,
including if a comma appears before or after the MOH audio source
identifier value, the same MOH ID is used for both user and network
MOH. The SIP trunk populates both the user and the network MOH
audio source identifiers in the SIP header so that Call Control always
receive both values.
• If there are more than two MOH audio source identifier values
separated by a comma in the header, then the first two values are used.
Subsequent values are ignored.

Administrators for Consistent Administrators are responsible to maintain consistent caller-specific MOH
Caller-specific MOH configurations when multiple Cisco Unified Communications Manager
Configurations clusters are involved.

Original Incoming Caller The original incoming caller to the call center cannot change during the
course of the entire call.

MOH Information The Music On Hold information is shared only across SIP trunks.

Music On Hold Troubleshooting

Music On Hold Does Not Play on Phone
Phone user cannot hear Music On Hold.
• G.729a codec is used with MOH for music, which may not provide acceptable audio quality.
• An MTP resource is invoked in a call leg at a site that is using multicast MoH.

• When an MTP resource gets invoked in a call leg at a site that is using multicast MoH, the caller receives
silence instead of Music On Hold. To avoid this scenario, configure unicast MoH or Tone on Hold instead
of multicast MoH.

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Self Care Portal
• Self Care Portal Overview, on page 591
• Self Care Portal Task Flow, on page 591
• Self Care Portal Interactions and Restrictions, on page 593

Self Care Portal Overview

From the Cisco Unified Communications Self Care Portal, users can customize features and settings for their
phones. As the administrator, you control access to the portal. Before an end user can access the portal, you
must add the user to the default Standard CCM End Users access control group, or to any access control
group that has the Standard CCM End Users role assignment. In addition, users require their user ID,
password, and the URL with which to access the portal. Users can access the portal via the following URL:
http(s)://<server_name>:<port_number>/ucmuser/
where:
• <server_name> represents the Unified Communications Manager IP address, hostname or fully
qualified domain name
• <port_number> represents the port on which to connect. The port is optional, but is useful in firewall
situations.
• ucmuser is a mandatory subpath that points to Self Care

Optionally, you can also configure enterprise parameters within Cisco Unified Communications Manager in
order to assign which phone settings are available for end users to configure. For example, the Show Call
Forwarding enterprise parameter determines whether users can configure Call Forward via the portal.

Self Care Portal Task Flow

Procedure

Command or Action Purpose

Step 1 Grant User Access to the Self Care Portal, on To access the portal, end users must be assigned
page 592 to the Standard CCM End Users access

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Command or Action Purpose

control group or to any group that has the
Standard CCM End Users role assignment.

Step 2 Configure the Self Care Portal Options, on page Configure enterprise parameters in order to
592 control what configuration options are available
to users whom access the portal.

Grant User Access to the Self Care Portal

To access the portal, end users must be assigned to the Standard CCM End Users access control group or
to any group that has the Standard CCM End Users role assignment.

Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > End User.
Step 2 Search for the user for whom you want to provide Self-Care access.
Step 3 In the End User section, ensure that the user has a password and PIN configured.
Usually these credentials are entered when a new user is added.

Step 4 In the Permission Information section, click Add to Access Control Group.
Step 5 Click Find and select the Standard CCM End Users group or a customized group that contains the Standard
CCM End Users role.
Note For information on editing and configuring access control groups, and role assignments for access
control groups, refer to the "Configure User Access" chapter of the System Configuration Guide
for Cisco Unified Communications Manager.

Step 6 Select Save.

Configure the Self Care Portal Options

Use this procedure to configure Self Care Portal enterprise parameters in order to control what configuration
options are available to users whom access the portal.

Before you begin

Grant User Access to the Self Care Portal, on page 592

Procedure

Step 1 From Cisco Unified Communications Manager Administration, select System > Enterprise Parameters.
Step 2 Under Self Care Portal Parameters, set the Self Care Portal Default Server by selecting one of the available
servers from the drop-down list.

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This parameter determines which Cisco Unified CM server Jabber uses to display embedded Self Care options
pages. If you select None, Jabber defaults to the Publisher.

Step 3 Configure any of the remaining Self Care Portal Parameters to enable or disable features for the portal. For
help with the fields, refer to the enterprise parameters help.
Step 4 Select Save.

Self Care Portal Interactions and Restrictions

The following table highlights feature interactions and restrictions with the Self-Care Portal.

Feature Interaction or Restriction

Device Onboarding via Activation If you want users to be able to activate their phones via the Self-Care
Codes Portal, the Show Phones Ready to Activate enterprise parameter must
be set to True (this is the default setting).
With this feature, users can obtain their activation code by logging in
to the Self-Care portal. They can either use the phone's video camera to
scan the barcode, or they can enter the code manually on the phone in
order to activate and register the phone.
For more information on activation codes, see the "Device Onboarding
via Activation Codes" chapter of the System Configuration Guide for
Cisco Unified Communications Manager.

Authenticated user https request When an authenticated user makes a request to

https://{CUCM_address}/ucmuser/hostAlive/{host},
the following happens:
• If the request is successful at getting http:{host}/ or if the
request can ping {host} Cisco Unified Communications Manager
returns the string, "true".
• If the request is unsuccessful, Cisco Unified Communications
Manager returns the string "false".

Maximum Login for Extension For end users to be able to configure this setting within the Self-Care
Mobility Portal, an administrator must have checked the Allow End User to set
their Extension Mobility maximum login time option in the associated
User Profile of Cisco Unified CM Administration.
If this option is selected within the User Profile, for all users whom use
the profile, the Self-Care Portal setting overrides the
administrator-configured values of the Intra-cluster Maximum Login
Time and Inter-cluster and Maximum Login Time service parameters
in Cisco Unified Communications Manager.

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Emergency Call Handler
• Emergency Call Handler Overview, on page 595
• Emergency Call Handler Prerequisites, on page 596
• Emergency Call Handler Task Flow, on page 596
• Interactions, on page 603
• Emergency Call Handler Troubleshooting, on page 605

Emergency Call Handler Overview

Emergency Call Handler helps you to manage emergency calls in your telephony network while following
local ordinances and regulations.
When an emergency call is made the following is required:
• The emergency call must be routed to the local Public-Safety Answering Point (PSAP) based on the
location of the caller.
• The caller's location information must be displayed at the emergency operator terminal. The location
information can be obtained from an Automatic Location Information (ALI) database.

The caller's location is determined by the Emergency Location Identification Number (ELIN). An ELIN is a
Direct Inward Dial (DID) number that the PSAP can dial to reconnect to the emergency caller if the emergency
call is cut off or if the PSAP needs to talk to the caller again. The emergency call is routed to the PSAP based
on the location information that is associated with this number.
For multiline phone systems, such as an office system, the ELIN can be associated with more than one telephone
by grouping the phones in an ELIN group. An ELIN group in Emergency Call Handler identifies a location.
The ELINs under this ELIN group must be mapped to the location in the ALI database.
Each location should have as many ELINs created as needed to support simultaneous emergency calls. For
example, to support five simultaneous calls, five ELINs would be needed in an ELIN group.

Note Emergency Call Handler supports a maximum of 100 ELINs per cluster.

The following types of phone are supported to use ELIN groups:

• SIP and SCCP IP phones

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• CTI ports
• MGCP and SCCP analog phones
• H.323 phones

Emergency Call Handler Prerequisites

Example
Before deploying Emergency Call Handler in your network, we recommend that you test the ALI
submission process. With your service provider's help, test that the PSAP can successfully call back
into your network using the ALI data.
Reserve the ELIN number from your local PSAP. Ordinances and regulations can differ across
different locations and across different companies, so research your security and legal needs before
deploying this feature.

Emergency Call Handler Task Flow

Before you begin
• Review Emergency Call Handler Prerequisites, on page 596

Procedure

Command or Action Purpose

Step 1 Enable Emergency Call Handler, on page 597 Enable the Emergency Call Handler feature on
Cisco Unified Communications Manager.
Emergency Call Handler provides essential
emergency call features and supports a limited
number of locations with phone location
assignment by static configuration. If you
require advanced emergency call features, such
as a greater amount of specific locations or
dynamic location assignment, consider Cisco
Emergency Responder.

Step 2 Configure Emergency Location Groups, on Configure an Emergency Location (ELIN)

page 598 Group for a particular site or location.

Step 3 Add a Device Pool to an Emergency Location Configure device pools to use an Emergency
Group, on page 598 Location (ELIN) Group.

Step 4 (Optional) Add Device to an Emergency Configure a particular device to use a particular
Location Group, on page 599 Emergency Location (ELIN) Group. If you want
to use the device pool ELIN Group that is

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Command or Action Purpose

associated for this device, you can ignore this
section.
Note Configurations that are made at the
device level will overwrite any
configurations that were made at the
device pool level.

Step 5 Enable Route Patterns and Translation Patterns, Enable the Emergency Location (ELIN) service
on page 600 for a route pattern or a translation pattern.
Caution No Calling Party Transformation
masks are set at the Gateway or
Trunk, because these may transform
the ELIN that is set by Emergency
Call Handler.

Note It is mandatory that you enable either

route patterns or translation patterns,
but it is possible to enable both.

Step 6 (Optional) Use the following procedures to This section provides information about the
perform bulk administration tasks on ELIN Bulk Administration tasks you can use to update
group information and phones: ELIN group information and to add phones to
new ELIN groups. For Bulk Administration,
• Import Emergency Location Group
see the Cisco Unified Communications Manager
Information, on page 601
Bulk Administration Guide, Release 11.0(1).
• Export Emergency Location Group
Information, on page 601
• Update Phones with a new Emergency
Location Group, on page 602

Enable Emergency Call Handler

Enable the Emergency Call Handler feature on Cisco Unified Communications Manager. Emergency Call
Handler provides essential emergency call features and supports a limited number of locations with phone
location assignment by static configuration. If you require advanced emergency call features, such as a greater
amount of specific locations or dynamic location assignment, consider Cisco Emergency Responder.

Note Do not enable this feature if you are already using an external emergency calling solution such as Cisco
Emergency Responder.
If you decide to enable this feature, make sure you disable the external one.

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Configure Emergency Location Groups

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Emergency Call Handler > Emergency
Location Configuration.
Step 2 From the Emergency Location Configuration window:
• To enable the Emergency Call Handler feature, check the Enable Emergency Location (ELIN) Support
check box. The setting default is Disabled. When enabled, the settings related to this feature appear in
the Related Settings pane. You must configure these settings for the feature to work. Refer to the tasks
below for further details on how to configure these related settings.
• To disable the Emergency Call Handler feature, uncheck the Enable Emergency Location (ELIN)
Support check box.
Note If you disable this feature, all related settings that are configured will be removed. See the
Related Settings Pane for all configured settings.

Note If you want to disable the feature and you have more than 500 devices associated with ELIN
Groups, then you must manually delete the associations until there are fewer than 500
associations before you can disable the feature.

Step 3 Click Save.

Configure Emergency Location Groups

Configure an Emergency Location (ELIN) Group for a particular site or location.

Before you begin

Enable Emergency Call Handler, on page 597

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Emergency Call Handler > Emergency
Location (ELIN) Group.
Step 2 In the Emergency Location (ELIN) Group Configuration window, enter a name for the group in the Name
field.
Step 3 In the Number field, enter the pool of DID numbers that are registered in the Public Safety Answering Point
(PSAP).
Step 4 Click Save.

Add a Device Pool to an Emergency Location Group

Configure device pools to use an Emergency Location (ELIN) Group.

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Add Device to an Emergency Location Group

Before you begin

Configure Emergency Location Groups, on page 598

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Device Pool.
Step 2 In the Find and List Device Pools window, if you are adding an existing device pool, click Find and choose
the device pool from the list. If you are adding a new device pool click Add New.
Step 3 In the Device Pool Configuration window, choose the ELIN group to which you want to add the device pool
from the Emergency Location (ELIN) Group drop-down list. If you are adding a new device pool, fill out
any other required fields.
Step 4 Click Save.

Add Device to an Emergency Location Group

Configure a particular device to use a particular Emergency Location (ELIN) Group. If you want to use the
device pool ELIN Group that is associated for this device, you can ignore this section.

Note Configurations that are made at the device level will overwrite any configurations that were made at the device
pool level.

Note The devices that you add to the ELIN Group, should be added to the ELIN Group that represents the particular
location at which those devices are located.

Before you begin

Add a Device Pool to an Emergency Location Group, on page 598

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Note If you are using a type of phone that is not an IP phone, go to the relevant configuration page for
that type of phone.

Step 2 In the Find and List Phones window, if you are adding an existing device, click Find and choose the device
you want to configure from the list. If you are adding a new device, click Add New.
Step 3 If you are adding a new phone, choose the type of phone you want to add from the Phone Type drop-down
list and click Next.

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Step 4 In the Phone Configuration window, choose the ELIN group to which you want to add the device from the
Emergency Location (ELIN) Group drop-down list. If you are adding a new device, fill out any other
required fields.
Step 5 Click Save.

Enable Route Patterns and Translation Patterns

Enable the Emergency Location (ELIN) service for a route pattern or a translation pattern.

Note It is mandatory that you enable either route patterns or translation patterns, but it is possible to enable both.

Before you begin

Add Device to an Emergency Location Group, on page 599

Procedure

Step 1 From Cisco Unified CM Administration, choose one of the following:

• To enable a route pattern, choose Call Routing > Route/Hunt > Route Pattern.
• To enable a translation pattern, choose Call Routing > Translation Pattern.

Step 2 In the Find and List Route Patterns or Find and List Translation Patterns window, click Find and choose
a route pattern or translation pattern from the list.
Step 3 In the Route Pattern Configuration or Translation Pattern Configuration window, check the Is an
Emergency Services Number check box.
Note Check this check box only if you are using Emergency Call Handler and not another external
emergency calling solution such as Cisco Emergency Responder.

Step 4 Click Save.

Bulk Administration of Emergency Location Groups and Phones

• Bulk Administration of Emergency Location Groups and Phones Task Flow, on page 600

Bulk Administration of Emergency Location Groups and Phones Task Flow

This section provides information about the Bulk Administration tasks you can use to update ELIN group
information and to add phones to new ELIN groups. For more information about Bulk Administration, see
the Cisco Unified Communications Manager Bulk Administration Guide, Release 11.0(1).

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Import Emergency Location Group Information

Note Before you perform these procedures, make sure that you have enable the Emergency Call Handler feature.
See Enable Emergency Call Handler, on page 597.

Procedure

Command or Action Purpose

Step 1 Import Emergency Location Group Information, Import Emergency Location (ELIN) Group
on page 601 information using the Bulk Administration Tool.

Step 2 Export Emergency Location Group Information, Export Emergency Location (ELIN) Group
on page 601 information using the Bulk Administration Tool.

Step 3 Update Phones with a new Emergency Location Find and list multiple phones and configure
Group, on page 602 them with a new Emergency Location (ELIN)
Group.

Import Emergency Location Group Information

Import Emergency Location (ELIN) Group information using the Bulk Administration Tool.

Procedure

Step 1 From Cisco Unified CM Administration, choose Bulk Administration > Import/Export > Import.
Step 2 From the File Name drop-down list, choose the name of the .tar file you want to import, and click Next.
Step 3 The Import Configuration section lists all the components of the .tar file. Check the ELIN Group-related
check boxes for the options that you want to import.
Step 4 Choose to run the job immediately or later by clicking the corresponding radio button.
Step 5 To create a job for importing the selected data, click Submit. A message in the Status section notifies you
know that the job was submitted successfully.
Step 6 Use the Job Scheduler option in the Bulk Administration main menu to schedule or activate this job.

Export Emergency Location Group Information

Export Emergency Location (ELIN) Group information using the Bulk Administration Tool.

Before you begin

Import Emergency Location Group Information, on page 601

Procedure

Step 1 From Cisco Unified CM Administration, choose Bulk Administration > Import/Export > Export.

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Step 2 In the Export Data window, in the Job Information pane, enter the .tar file name, without the extension,
in the Tar File Name field. BPS uses this filename to export the configuration details.
Note All files that are exported at the same time get bundled together (.tar) and can be downloaded from
the server.

Step 3 To export ELIN Group information, check the Elin Group check box on the Select items to Export pane.
Step 4 (Optional) Perform these steps:
• To export device pools with ELIN Groups configured, check the Device Pools check box.
• To export phones with ELIN Groups configured, check the Phone check box.

Step 5 In the Job Descripton field, enter the description that you want to override for the job. Export Configuration
is the default description.
Step 6 You can choose to run the job immediately or later by clicking the corresponding radio button.
Step 7 To create a job for exporting the selected data, click Submit. A message in the Status pane notifies you that
the job was submitted successfully.
Step 8 Use the Job Scheduler option in the Bulk Administration main menu to schedule or activate this job.

Update Phones with a new Emergency Location Group

Find and list multiple phones and configure them with a new Emergency Location (ELIN) Group.

Before you begin

Export Emergency Location Group Information, on page 601

Procedure

Step 1 From Cisco Unified CM Administration, choose Bulk Administration > Phones > Update Phone > Query.
Step 2 In the Find and List Phones To Update window, set the parameters for your search and click Find.
Note To update all phones, click Find and do not specify a query.

Step 3 The Find and List Phones To Update window displays the details of the phones that you chose. Click Next.
Step 4 In the Update Phones window, check the Emergency Location (ELIN) Group check box, and choose a
new ELIN Group from the drop-down list.
Step 5 Click Submit.

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Interactions

Interactions
Feature Interaction

Do Not Disturb Call Calls made by PSAP CallBack will overwrite a Do Not Disturb (DND)
Reject configuration of a destination device.
If DND Call Reject is enabled, when the emergency number is dialed using the
translation pattern, an ELIN will be associated for this outbound emergency call.
If the call is disconnected and the ELIN is called back using PSAP CallBack, the
call is routed to the phone irrespective of the phone's DND settings.

Call Forward All Calls made by PSAP CallBack will overwrite Call Forward All (CFA) settings
of the destination device.
If a phone has CFA enabled and if the emergency number using the translation
pattern is dialed, an ELIN will be associated for this outbound emergency call.
If the call is disconnected and the ELIN is called back using PSAP CallBack, the
call is routed to the phone irrespective of the phone's CFA settings.

Single Number Reach PSAP CallBack will ignore the Single Number Reach (SNR) configuration.
When a phone has SNR enabled with the Remote Destination pointing to a mobile
number. If the emergency number is dialed using the translation pattern, an ELIN
will be associated for this outbound emergency call. If the call is disconnected,
and the ELIN number is called back using PSAP CallBack, the call is routed to
the phone and not to the remote destination.

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Feature Interaction

Extension Mobility PSAP CallBack call will consider Extension Mobility (EM) status.
If you log in with EM profile credentials and dial the emergency number using
the translation pattern, an ELIN will be associated for this outbound emergency
call. If the call is disconnected and the ELIN where the user is still logged in is
called back using PSAP CallBack, the call is routed to the device which initiated
the call.
Note This is the device on which the user is still logged in.

PSAP CallBack will fail if a user logs out of EM before a PSAP CallBack is
performed.
When a user logs in with EM profile credentials, and the emergency number is
dialed using the translation pattern, an ELIN will be associated for this outbound
emergency call. If the call is disconnected and is called back using PSAP
CallBack, if the user has since logged out, the call will not route to the device
that initiated the call and will fail.

PSAP CallBack with a user logged in on a different device.

When a user logs in with EM profile credentials at Phone A and dials the
emergency number using the translation pattern, an ELIN will be associated for
this outbound emergency call. If the call is disconnected, the user should log out
from Phone A. If the user then logs in to another phone, Phone B, with the same
profile, and the ELIN is called back using PSAP CallBack, the call is then be
routed to Phone B with normal priority, meaning CFA settings will be ignored
and DND settings will not be ignored.

PSAP CallBack call with multiple logins.

When a user logs in with EM profile credentials at Phone A and dials the
emergency number using the translation pattern, an ELIN number will be
associated for this outbound emergency call. If the call is disconnected and the
user logs in to another phone, Phone B, with the same profile while the user is
still logged in on Phone A, and the ELIN is called back using PSAP CallBack,
then the call is routed to Phone A only, the device on which the call originated.

Device Mobility A roaming device will use the Roaming Device Pool's ELIN Group for an
outbound emergency call.
Move a device with Device Mobility enabled from its home location to the
Roaming location, a change in IP subnet, so that it gets associated with the
Roaming device pool. If the emergency number is dialed using the translation
pattern, an ELIN is associated for this outbound emergency call. The ELIN
belongs to the ELIN Group that is associated with the Roaming Device Pool.

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Feature Interaction

Shared Lines PSAP CallBack rings only on the device which made the emergency call even if
the line is shared by different devices.
Phone A and Phone B share a Directory Number (DN). If the emergency number
is dialed using the translation pattern, an ELIN is associated for this outbound
emergency call. If the call is disconnected, and the ELIN is called back using
PSAP CallBack, the call is routed to Phone A only, the device from which the
call originated.

Emergency Call Handler Troubleshooting

About Emergency Call Handler Troubleshooting Scenarios
This section provides information about some Emergency Call Handler troubleshooting scenarios in the
following areas:
• Configuration Scenarios
• Outgoing Calls Scenarios
• Incoming Calls Scenarios

Configuration Scenarios
Emergency Calls Get Busy Signals and Are Not Routed
Problem:
Emergency calls get busy signals and are not routed.
Solution:
If a user who is dialing the emergency call is running a reorder tone, perform the following checks:
• Check whether the translation or route pattern for the emergency call has been used. This may require
checking for the device or phone on CSS.
• Check whether the Is an Emergency Services Number check box has been checked for the translation
or route pattern of the emergency call, and that it is correctly routing to the gateway.

If the user who is dialing the emergency call is not reaching the correct gateway or Public Service Answering
Point (PSAP), check that the settings or device pool settings for the phone or device are configured with the
correct Emergency Location (ELIN) Group.

Emergency Location Numbers Are Dialed from Outside Running a Reorder Tone
Problem:
Emergency Location (ELIN) numbers are dialed from outside while running a reorder tone.

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Outgoing Calls Scenarios

Cause:
In this case the ELINs have been set as DID which is used to identify a caller's location. This should not be
used on any phone or for any other purpose.
Solution:
Check the ELIN configuration information, and unset the ELINs that have been set as DID.

Outgoing Calls Scenarios

Outgoing Emergency Call Does Not Contain Calling Party as Emergency Location Number
Problem:
An outgoing emergency call does not contain the calling party as an Emergency Location (ELIN) number.
Cause:
The translation pattern or route pattern for this ELIN was not configured correctly.
Solution:
Check that the translation pattern or route pattern settings are correctly configured for this ELIN, and make
sure that the Is an Emergency Services number check box is checked on the relevant translation pattern or
route pattern configuration page.

Outgoing Emergency Call Contains Modified Emergency Location Number

Problem:
An outgoing emergency call contains a modified Emergency Location (ELIN) number.
Cause:
The outgoing trunk or route list contains extra transformations that are not required for ELINs.
Solution:
Check the transformations that were applied for the call, and make sure that only the required transformations
for ELINs are present on the outgoing trunk or route list.

Incoming Calls Scenarios

Incoming PSAP Callback Call Fails
Problem:
An incoming PSAP Callback call fails.
Cause:
The device that made the original emergency call was not registered correctly.
Solution:
Check whether the device that made the original emergency call is still registered and whether any Extension
Mobility is involved.

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Incoming PSAP CallBack Call is Not Routed as Expected

Incoming PSAP CallBack Call is Not Routed as Expected

Problem:
An incoming PSAP CallBack call does not get routed as expected.
Cause:
The Emergency Location (ELIN) number does not match the number of the original dialed party.
Solution:
For an ELIN to be successfully reverse mapped to the original dialed party, these two numbers must match.
If there are already transformations at the incoming Gateway or Trunk and significant digits configured, make
sure that the final transformed called party matches the ELIN number.

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Enterprise Groups
• Enterprise Groups Overview, on page 609
• Enterprise Groups Prerequisites, on page 610
• Enterprise Groups Configuration Task Flow, on page 610
• Enterprise Groups Deployment Models (Active Directory), on page 614
• Enterprise Groups Limitations, on page 616

Enterprise Groups Overview

When Enterprise Groups is configured, Cisco Unified Communications Manager includes user groups when
it synchronizes its database with an external LDAP directory. In Cisco Unified CM Administration, you can
view synced groups in the User Groups window.
This feature also helps administrators to:
• Provision users with similar characteristics traits with a comment set of features (for example, the sales
and accounting teams).
• Target messages to all users in a specific group.
• Configure uniform access for all members of a specific group

This feature also helps Cisco Jabber users to quickly build contact lists of users who shares common traits.
Cisco Jabber users can search the external LDAP Directory for user groups and then add them to their contact
list. For example, a Jabber user can search the external LDAP directory and add the sales group to a contact
list, thereby adding all of the sales team members into the contact list as well. If the group gets updated in the
external directory, the user's contact list is updated automatically.
Enterprise Groups is supported with Microsoft Active Directory on Windows as the external LDAP directory.

Note If you disable the Enterprise Groups feature, Cisco Jabber users cannot search for enterprise groups or see
the groups that they already added to their contact lists. If a user is already logged in when you disable the
feature, the group will be visible until the user logs out. When the user logs in again, the group will not be
visible

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Enterprise Groups Prerequisites

Security Groups
Security Groups are a subfeature of Enterprise Groups. Cisco Jabber users can also search for, and add, security
groups to their contact list. To set up this feature, administrators must configure a customized LDAP filter
and apply it to the configured LDAP directory sync. Security Groups are supported with Microsoft Active
Directory only.

Maximum Allowed Entries

When configuring Enterprise Groups, make sure that you configure contact list maximums that handle groups
• The maximum number of entries that are allowed in a contact list is the sum of the number of entries in
the contact list and the number of entries in groups that are already added to the contact list.
• Maximum entries in contact list = (number of entries in contact list) + (number of entries in groups)
• When the Enterprise Groups feature is enabled, Cisco Jabber users can add the groups to the contact list
if the number of entries in the contact list is less than the maximum allowed entries. If the maximum
allowed entries is exceeded while the feature is disabled, the users are not restricted until the feature is
enabled. If the user continues to be logged in after the feature is enabled, no error message is displayed.
When the user logs out and logs in again, an error message is displayed that asks the users to clear the
excess entries.

Enterprise Groups Prerequisites

This feature assumes that you already have an LDAP Directory sync schedule configured with the below
conditions. For details on how to configure an LDAP Directory sync, see the "Import Users from LDAP
Directory" chapter of the System Configuration Guide for Cisco Unified Communications Manager.
• The Cisco DirSync service must be activated
• The LDAP Directory sync must include both users and groups
• Regular LDAP Directory syncs, as configured with the LDAP Directory Synchronization Schedule
must be scheduled.

Supported LDAP Directories

Only Microsoft Active Directory is supported with enterprise groups.

Enterprise Groups Configuration Task Flow

Complete these tasks to configure the Enterprise Groups feature.

Procedure

Command or Action Purpose

Step 1 Verify Group Sync from LDAP Directory, on Confirm that your LDAP Directory sync
page 611 includes both users and groups.

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Command or Action Purpose

Step 2 Enable Enterprise Groups, on page 611 Complete this task to enable Cisco Jabber users
to search for enterprise groups in Microsoft
Active Directory and add them to their contact
lists.

Step 3 Enable Security Groups, on page 612 (Optional) If you want Cisco Jabber users to be
able to search for and add security groups to
their contact lists, complete this task flow.

Step 4 View User Groups, on page 614 (Optional) View enterprise groups and security
groups that are synchronized with Cisco Unified
Communications Manager database.

Verify Group Sync from LDAP Directory

Use this procedure to confirm that your LDAP Directory sync includes users and groups.

Procedure

Step 1 From Cisco Unified CM Administration, choose Server > LDAP > LDAP Directory.
Step 2 Click Find and select the LDAP directory from which you are syncing enterprise groups.
Step 3 Confirm that the Synchronize field has Users and Groups selected.
Step 4 Complete any remaining fields in the LDAP Directory configuration window. For help with the fields and
their settings, refer to the online help.
Step 5 Click Save.

Enable Enterprise Groups

Configure the system to include enterprise groups in LDAP Directory syncs.

Procedure

Step 1 From Cisco Unified CM Administration, chooseSystem > Enterprise Parameters.

Step 2 Under User Management Parameters, set the Directory Group Operations on Cisco IM and Presence
parameter to Enabled.
Step 3 Enter a value for the Maximum Enterprise Group Sized to allow Presence Information parameter. The
permitted range is 1 to 200 users with a default value of 100 users.
Step 4 From the Syncing Mode for Enterprise Groups drop-down list configure the LDAP sync that you want to
perform at regular intervals: None, Differential Sync, Full Sync.
Note Refer to the enterprise parameter help for additional assistance in configuring these fields.

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Enable Security Groups

Step 5 Click Save.

Enable Security Groups

If you want to allow Cisco Jabber users to be able to add a security group to their contact list, complete these
optional tasks to include security groups in an LDAP Directory sync.

Note Security group sync is supported from Microsoft Active Directory only.

Note You cannot add new configurations into an existing LDAP Directory configuration in Cisco Unified
Communications Manager where the initial sync has already occurred.

Procedure

Command or Action Purpose

Step 1 Create Security Group Filter, on page 612 Create an LDAP filter that filters both directory
groups and security groups.

Step 2 Synchronize Security Groups from LDAP Add your new LDAP filter to an LDAP
Directory, on page 612 Directory sync.

Step 3 Configure Cisco Jabber for Security Groups, Update existing service profiles to give Cisco
on page 613 Jabber users whom are associated to that service
profile access to search and add security groups.

Create Security Group Filter

Create an LDAP filter that filters security groups.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > LDAP > LDAP Filter.
Step 2 Click Add New.
Step 3 Enter a unique Filter Name. For example, syncSecurityGroups.
Step 4 Enter the following Filter: (&(objectClass=group)(CN=*)).
Step 5 Click Save.

Synchronize Security Groups from LDAP Directory

Add your Security Group filter to an LDAP Directory sync and complete a sync.

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Configure Cisco Jabber for Security Groups

Note You cannot add new configurations into an existing LDAP Directory configuration in Cisco Unified
Communications Manager if the initial LDAP sync has already occurred.

Note For detailed information on how to set up a new LDAP Directory sync, see the "Configure End Users" part
of the System Configuration Guide for Cisco Unified Communications Manager.

Before you begin

Create Security Group Filter, on page 612

Procedure

Step 1 In Cisco Unified CM Administration, choose System > LDAP > LDAP Directory.
Step 2 Do one of the following:
• Click Add New to create a new LDAP Directory.
• Click Find and select the LDAP Directory from which the security groups will be synchronized.

Step 3 From the LDAP Custom Filter for Groups drop-down list, select the security group filter that you created.
Step 4 Click Save.
Step 5 Configure any remaining fields in the LDAP Directory Configuration window. For more information on
the fields and their configuration options, see Online Help.
Step 6 Click Perform Full Sync Now to synchronize immediately. Otherwise, security groups will be synchronized
when the next scheduled LDAP sync occurs.

Configure Cisco Jabber for Security Groups

Update existing service profiles to allow Cisco Jabber users whom are associated to that service profile to add
security groups from an LDAP directory to their contact lists.

Note For information on how to set up new service profiles and assign them to Cisco Jabber users, see the "Configure
Service Profiles" chapter of the System Configuration Guide for Cisco Unified Communications Manager.

Before you begin

Synchronize Security Groups from LDAP Directory, on page 612

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Procedure

Step 1 Complete any remaining fields in the Service Profile Configuration window. For help with the fields and
their settings, refer to the online help.
Step 2 Click Find and select the service profile that your Jabber users use.
Step 3 Under Directory Profile, check the Allow Jabber to Search and Add Security Groups check box.
Step 4 Click Save.
Cisco Jabber users who are associated to this service profile can now search and add security groups.
Step 5 Repeat this procedure for all service profiles that your Cisco Jabber users use.

View User Groups

You can view the enterprise groups and security groups that are synchronized with the Cisco Unified
Communications Manager database using the following steps.

Procedure

Step 1 From Cisco Unified CM Administration, choose User Management > User Settings > User Group.
The Find and List User Groups window appears.
Step 2 Enter search criteria and click Find.
A list of user groups that match the search criteria is displayed.
Step 3 To view a list of users that belong to a user group, click on the required user group.
The User Group Configuration window appears.
Step 4 Enter search criteria and click Find.
A list of users that match the search criteria is displayed.
If you click on a user in the list, the End User Configuration window appears.

Enterprise Groups Deployment Models (Active Directory)

The Enterprise Groups feature offers two deployment options for Active Directory.

Important Ensure that Cluster 1 and Cluster 2 have a unique set of UserGroup, UserGroupMember, and
UserGroupWatcherList records before synchronizing data through the Cisco Intercluster Sync Agent service.
If both the clusters have unique sets of records, both the clusters will have a super set of all the records after
synchronization.

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Enterprise Groups Deployment Model 1

In this deployment model, Cluster 1 and Cluster 2 synchronize different subsets of users and groups from
Microsoft Active Directory. The Cisco Intercluster Sync Agent service replicates the data from Cluster 2 into
Cluster 1 to build the complete database of users and groups.
Figure 10: Enterprise Groups Deployment Model 1

Enterprise Groups Deployment Model 2

In this deployment model, Cluster 1 synchronizes all the users and groups from Microsoft Active Directory.
Cluster 2 synchronizes only users from Microsoft Active Directory. The Cisco Intercluster Sync Agent service
replicates groups information from Cluster 1 into Cluster 2.

Caution If you are using this deployment model, ensure that you synchronize the groups data in only one cluster. The
Enterprise Groups feature will not work as expected if you fail to do so.
You can verify your configuration on the Cisco Unified CM IM and Presence Administration > Presence >
Inter-Clustering window.
Check the status of the Enterprise Groups LDAP Configuration parameter in the Inter-cluster peer table.
No conflict found means there are no misconfigurations between peers. If there are conflicts found, click the
Enterprise GroupConflicts link, and click the details button which appears. This opens a Reporting window
for a detailed report.

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Figure 11: Enterprise Groups Deployment Model 2

Enterprise Groups Limitations

Table 56: Enterprise Groups Limitations

Limitation Description

Block Everyone When a Cisco Jabber user enables the "Block Everyone" feature from
within their Cisco Jabber policy settings, the block prevents other Jabber
users from viewing or exchanging IMs and Presence with the blocking
user, unless they are listed as a contact in the blocking user's contact
list.
For example, a Cisco Jabber user (Andy) has enabled Block everyone
within his personal Jabber settings. The following list breaks down how
Andy's block affects other Jabber users whom may or may not be
included in Andy's personal contact list. In addition to the block, Andy
has a personal contact list that:
• Includes Bob—Because Bob is in Andy's personal contact list, he
can still send IMs and view Andy's presence despite the block.
• Omits Carol—Carol cannot view Andy's presence or send IMs due
to the block..
• Omits Deborah as a personal contact. However, Deborah is a
member of an enterprise group that Andy has listed as a
contact—Deborah is blocked from viewing Andy's presence or
sending IMs to Andy.

Note that Deborah is blocked from viewing Andy's presence, or sending

IMs to Andy, despite the fact that she is a member of an enterprise group
in Andy's contact list. For additional details on enterprise group contacts
behavior, see CSCvg48001.

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Limitation Description

Intercluster peering with a 10.x Enterprise Groups is supported for releases 11.0(1) and higher.
cluster
If the synced group includes group members from a 10.x intercluster
peer, users on the higher cluster cannot view the presence of synced
members from the 10.x cluster. This is due to database updates that were
introduced in 11.0(1) for the Enterprise Groups sync. These updates are
not a part of the 10.x releases.
To guarantee that users homed on the higher cluster can view the
presence of group members homed on the 10.x cluster, users on the
higher cluster should manually add the 10.x users to their contact lists.
There are no presence issues for manually added users.

Multilevel grouping Multilevel grouping is not allowed for the group sync.

Group-only synchronization When a user group and users are present in the same search base,
group-only synchronization is not allowed. Instead, the user group as
well as the users are synchronized.

Maximum number of user groups You can synchronize a maximum of 15000 user groups from Microsoft
Active Directory server to the Unified Communications Manager
database. Each user group can contain from 1 to 200 users. You can
configure the exact amount on the Cisco Unified CM IM and Presence
Administration > System > Service Parameters window.
The maximum number of user accounts in the database cannot exceed
160,000.

User group migration If a user group is moved from one organization unit to another, you must
perform a full sync on the original unit followed by a full sync on the
new unit.

Local groups Local groups are not supported. Only groups synchronized from
Microsoft Active Directory are supported.

Group members not assigned to IM Group members that are not assigned to IM and Presence Service nodes
and Presence Service nodes display in the contact list with the presence bubble greyed out. However,
these members are considered when calculating a maximum numbers
of users allowed in the contact list.

Migration from Microsoft Office During migration from Microsoft Office Communication Server, the
Communication Server Enterprise Groups feature is not supported until users are fully migrated
to the IM and Presence Service node.

LDAP synchronization If you change the synchronization option in the LDAP Directory
Configuration window while the synchronization is in progress, the
existing synchronization remains unaffected. For example, if you change
the synchronization option from Users and Groups to Users Only when
the synchronization is in progress, the users and groups synchronization
still continues.

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Limitation Description

Group search functionality over the Group search functionality over the Edge is offered in this release, but
Edge has not been fully tested. As a result, full support for group searches
over the Edge cannot be guaranteed. Full support is expected to be
offered in a future release.

Cisco Intercluster Sync Agent If a group name or a group member name is updated in the external
service periodic synchronization LDAP directory, it gets updated on the Cisco Jabber contact list only
after the periodic Cisco Intercluster Sync Agent service synchronization.
Typically, the Cisco Intercluster Sync Agent service synchronization
occurs every 30 minutes.

Synchronization of users and user If users and user groups are synchronized into the Cisco Unified
groups through different Communications Manager database as part of the same synchronization
synchronization agreements in agreement, the user and group association gets updated as expected in
LDAP configuration Cisco Unified Communications Manager database after synchronization.
However, if a user and user group are synchronized as part of different
synchronization agreements, the user and the group may not get
associated in the database after the first synchronization. The user and
group association in the database depends on the sequence in which the
synchronization agreements are processed. If the users are synchronized
ahead of the groups, then the groups may not be available in the database
for association. In such cases, you must ensure that the synchronization
agreement with groups is scheduled ahead of the synchronization
agreement with the users. Otherwise, after the groups synchronize into
the database, the users will get associated with the groups after the next
manual or periodic sync with the sync type set as Users and Groups.
Users and corresponding group info will be mapped only when the
agreement sync type is set as Users and Groups
.

Tested OVA information for Tested Scenario

Enterprise Groups
In a Intercluster deployment with two clusters Cluster A and Cluster B:
Cluster A has 15K OVA and 15K users enabled for IM and Presence
Service out of 160K users that are synced from Active Directory. The
tested and supported average number of enterprise groups per user on
15K OVA cluster is 13 enterprise groups .
Cluster B has 25K OVA and 25K users enabled for IM and Presence
Service out of 160K users that are synced from Active Directory. The
tested and supported average number of enterprise groups per user on
25K OVA is 8 enterprise groups.
The tested and supported sum of user's personal contacts in roster and
the contacts from enterprise groups that are in a user's roster is less than
or equal to 200.
Note In environments with more than 2 clusters these numbers are
not supported.

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 CHAPTER 51
Separate Calling Party Number and Billing
Number in SIP
• External Presentation Name and Number Overview, on page 619
• Call Processing, on page 620
• Directory Number Overview, on page 622
• SIP Profile Overview, on page 626
• SIP Trunk Overview, on page 628
• Intercluster SME Call Flows, on page 633

External Presentation Name and Number Overview

Cisco Unified Communications Manager Administration can be configured to contain separate calling party
and presentation number.
In previous releases, Cisco Unified Communications Manager cannot be configured on a per line basis to
have a different number sent to the PSTN in the FROM and PAID header. If a group of users is configured
to present the same Calling Line Identification Number to PSTN users, which is a nongeographic E.164
number and cannot be used for billing. Therefore, the users actual DDI must be sent in a different field than
the presentation number. With this release, Cisco Unified Communications Manager supports External
Presentation Name and Number that is different from existing Identification Name and Number. The configured
Presentation Name and Number are for display purpose on the following devices:
• SIP
• SCCP
• Single Number Reach Destination (SNRD)
• CTIRD
• SparkRD

Configuration Overview
You can configure the external presentation name and number feature on the following pages:
• Directory Number Configuration

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• SIP Profile Configuration

• Trunk Configuration

Note • When you configure the External Presentation Information on the SIP Profile Configuration page, the
value of External Presentation Number and External Presentation Name on the SIP Profile
Configuration page is used, overriding the settings configured on the Directory Number page.
• When you configure the Presentation Information on the Trunk Configuration page, the value of
Presentation Number and Presentation Name on the Trunk Configuration page is used, overriding the
settings configured on the SIP Profile Configuration and Directory Number Configuration pages.

Call Processing
This section describes the incoming and outgoing call behavior when you configure the external presentation
name and number feature.

Incoming Call Process

Cisco Unified Communications Manager looks for FROM and PAID header information when there is a call
initiated from the PSTN network. The FROM header contains the external presentation name and number (if
configured). However, this is not the real identity of a user, it is used only for display purpose. The PAID
header contains the identity (original DN or DDI) of the user.
If FROM and PAID headers have different numbers and Enable External Presentation Name and Number
option is enabled in the SIP Profile Configuration page and Display External Presentation Name and
Number service parameter value is set to True, then Cisco Unified Communications Manager displays the
FROM header information (configured external presentation name and number) on the called device. Similarly,
if an option is disabled, Cisco Unified Communications Manager displays PAID header information (user's
original DN or DDI) on the called device.

Note • By default, Enable External Presentation Name and Number field is unchecked.
• Default value of a service parameter Display External Presentation Name and Number is False.

Invite Received from the PSTN Network

From: "Customer Care" <sip:[email protected]>;

To: <sip:[email protected]>
P-Asserted-Identity: "Your personal adviser <sip:[email protected]>
Remote-Party-ID: "Your personal adviser <sip:[email protected]>

In the preceding example, FROM header contains a number different from the PAID header. If you
check Enable External Presentation Name and Number check box and set Display External

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Presentation Name and Number value to True, Cisco Unified Communications Manager displays
Customer Care / 1800000 on the called device.
If you uncheck the Enable External Presentation Name and Number check box or set the Display
External Presentation Name and Number to False, then Cisco Unified Communications Manager
displays Your personal adviser / [email protected] on the called device.

Outgoing Call Process

Let us assume, a user configured with External Presentation Name and Number initiates a call to a PSTN
network through the SIP trunk with Enable External Presentation Name and Number configured in its
SIP Profile. Then, Cisco Unified Communications Manager sends the configured External Presentation
Information in the FROM header of the outgoing SIP message and displays on the called device.
If Enable External Presentation Name and Number option is disabled or External Presentation Number
and External Presentation Name fields are not configured, the Cisco Unified Communications Manager
sends the directory number information in the FROM and PAID headers and displays on the called device.

External Presentation Number Mask Operation

Cisco Unified Communications Manager allows you to mask the external presentation number, to be displayed
on the called device. You can mask the presentation number on the Directory Number Configuration, SIP
Profile Configuration, and Trunk Configuration pages.
When you enter the digits in the External Presentation Number field with trailing X, the value of X is
replaced with the directory number information starting from right to left.

Mask Operation on Directory Number Configuration

If you mask External Presentation Number as 180011XXXX on Directory Number Configuration page for
a Directory Number 5551234, then Cisco Unified Communications Manager displays the presentation number
as 1800111234 on the called device.

Mask Operation on SIP Profile Configuration

Let us assume External Presentation Number on Directory Number page is 180011XXXX and if you mask
External Presentation Number on SIP Profile Configuration page as 180022XXXX for a Directory Number
5551234, then Cisco Unified Communications Manager displays the presentation number as 1800221234
on the called device.

Mask Operation on Trunk Configuration

Let us assume External Presentation Number on Directory Number page is 180011XXXX and on SIP
Profile Configuration page is 180022XXXX. If you mask Presentation Number on Trunk Configuration
page as 180033XXXX for a Directory Number 5551234, then Cisco Unified Communications Manager
displays the presentation number as 1800331234 on the called device.

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Directory Number Overview

Directory Number Overview

In Cisco Unified Communications Manager Administration, use the Call Routing > Directory Number menu
path to configure Directory Numbers (DNs). Using Cisco Unified Communications Manager Administration,
you can configure and modify the DNs that are assigned to specific phones.
A new section External Presentation Information is added on the Directory Number Configuration page.
The administrator can now configure the presentation name and number of their choice to display on the
supported devices for external calls. If an administrator does not want to show users' identity, they have a
privilege to display configured External Presentation Number and External Presentation Name as
Anonymous on the called party device.

Directory Number Configuration Tasks

Procedure

Command or Action Purpose

Step 1 Add a new end user using one of the following If your system is synchronized with a company
methods: LDAP directory, you can import the new end
user directly from LDAP.
• Import an End User from LDAP, on page
622 Otherwise, you can add and configure the end
• Add an End User Manually, on page 623 user manually.

Step 2 Assign a phone to new or existing end user by You can use the 'Add New Phone' procedure to
performing one of the following tasks: configure a new phone for the end user using
settings from a universal device template.
• Add New Phone for End User , on page
624 You can also use the 'Move' procedure to assign
• Move an Existing Phone to a End User, an existing phone already configured or
on page 625 pre-configured.

Step 3 Configure External Presentation Information To configure the external presentation number
on DN, on page 625 and external presentaion name for DNs that are
assigned to specific phones.

Import an End User from LDAP

Perform the following procedure to manually import a new end user from a company LDAP directory. If your
LDAP synchronization configuration includes a feature group template with a user profile that includes
universal line and device templates and a DN pool, the import process automatically configures the end user
and primary extension.

Note You cannot add new configurations (for example, adding a feature group template) into an LDAP directory
sync after the initial sync has occurred. If you want to edit an existing LDAP sync, you must either use Bulk
Administration, or configure a new LDAP sync.

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Before you begin

Before you begin this procedure make sure that you have already synchronized Cisco Unified Communications
Manager with a company LDAP directory. The LDAP synchronization must include a feature group template
with universal line and device templates.

Procedure

Step 1 In Cisco Unified CM Administration, choose System > LDAP > LDAP Directory.
Step 2 Click Find and select the LDAP directory to which the user is added.
Step 3 Click Perform Full Sync.
Cisco Unified Communications Manager synchronizes with the external LDAP directory. Any new end users
in the LDAP directory are imported into the Cisco Unified Communications Manager database.

What to do next
If the user is enabled for self-provisioning, the end user can use the Self-Provisioning Interactive Voice
Response (IVR) to provision a new phone. Otherwise, perform one of the following tasks to assign a phone
to the end user:
• Add New Phone for End User , on page 624
• Move an Existing Phone to a End User, on page 625

Add an End User Manually

Perform the following procedure to add new end user and configure them with an access control group and
a primary line extension.

Note Make sure that you have already set up an access control groups that has the role permissions to which you
want to assign your user. For details, see the "Manage User Access" chapter.

Before you begin

Verify that you have a user profile configured that includes a universal line template. If you need to configure
a new extension, Cisco Unified Communications Manager uses the settings from the universal line template
to configure the primary extension.

Procedure

Step 1 In Cisco Unified CM Administration, choose User Management > User/Phone Add > Quick User/Phone
Add.
Step 2 Enter the User ID and Last Name.
Step 3 From the Feature Group Template drop-down list, select a feature group template.
Step 4 Click Save.

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Step 5 From the User Profile drop-down list, verify that the selected user profile includes a universal line template.
Step 6 From the Access Control Group Membership section, click the + icon.
Step 7 From the User is a member of drop-down list, select an access control group.
Step 8 Under Primary Extension, click the + icon.
Step 9 From the Extension drop-down list, select a DN that displays as (available).
Step 10 If all line extensions display as (used), perform the following steps:
a) Click the New... button.
The Add New Extension popup displays.
b) In the Directory Number field, enter a new line extension.
c) From the Line Template drop-down list, select a universal line template.
d) Click OK.
Cisco Unified Communications Manager configures the directory number with the settings from the
universal line template.
Step 11 (Optional) Complete any additional fields in the Quick User/Phone Add Configuration window.
Step 12 Click Save.

What to do next
Perform one of the following procedures to assign a phone to this end user:
• Add New Phone for End User , on page 624
• Move an Existing Phone to a End User, on page 625

Add New Phone for End User

Perform the following procedure to add a new phone for a new or existing end user. Make sure that the user
profile for the end user includes a universal device template. Cisco Unified Communications Manager uses
the universal device template settings to configure the phone.

Before you begin

Perform one of the following procedures to add an end user:
• Add an End User Manually, on page 623
• Import an End User from LDAP, on page 622

Procedure

Step 1 In Cisco Unified CM Administration, choose User Management > User/Phone Add > Quick/User Phone
Add.
Step 2 Click Find and select the end user for whom you want to add a new phone.
Step 3 Click the Manage Devices.
The Manage Devices window appears.
Step 4 Click Add New Phone.

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The Add Phone to User popup displays.

Step 5 From the Product Type drop-down list, select the phone model.
Step 6 From the Device Protocol drop-down list select SIP or SCCP as the protocol.
Step 7 In the Device Name text box, enter the device MAC address.
Step 8 From the Universal Device Template drop-down list, select a universal device template.
Step 9 If the phone supports expansion modules, enter the number of expansion modules that you want to deploy.
Step 10 If you want to use Extension Mobility to access the phone, check the In Extension Mobility check box.
Step 11 Click Add Phone.
The Add New Phone popup closes. Cisco Unified Communications Manager adds the phone to the user and
uses the universal device template to configure the phone.
Step 12 If you want to make additional edits to the phone configuration, click the corresponding Pencil icon to open
the phone in the Phone Configuration window.

Move an Existing Phone to a End User

Perform this procedure to move an existing phone to a new or existing end user.

Procedure

Step 1 In Cisco Unified CM Administration, choose User Management > User/Phone Add > Quick/User Phone
Add.
Step 2 Click Find and select the user to whom you want to move an existing phone.
Step 3 Click the Manage Devices button.
Step 4 Click the Find a Phone to Move To This User button.
Step 5 Select the phone that you want to move to this user.
Step 6 Click Move Selected.

Configure External Presentation Information on DN

Perform the following procedure to configure the external presentation information for DNs that are assigned
to specific phones.

Before you begin

• Check the Enable External Presentation Name and Number check box on the SIP Profile Configuration
page.
• Perform one of the following procedures to add an end user:
• Add an End User Manually, on page 623
• Import an End User from LDAP, on page 622

• Assign a phone to a new or existing end user by performing one of the following tasks:
• Add New Phone for End User , on page 624

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• Move an Existing Phone to a End User, on page 625

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Directory Number.
Step 2 From the Find and List Directory Numbers page, perform one of the following steps:
• To update a DN, click Find and select the Directory Number for which you want to display unique
identity.
• To create a new Directory Number, click Add New.

Step 3 In the External Presentation Information section, enter the name and number that you want to display on
the called device.
Note • External Presentation Number field accepts up to 32 digits and can contain the following
characters: [0-9, X, *, #, \, +].
• External Presentation Name field accepts up to 50 characters.

Step 4 (Optional), if you want to show configured External Presentation Number and External Presentation
Name as anonymous, check the Anonymous External Presentation check box.
Note • By default, the Anonymous External Presentation field is unchecked.
• If you check the Anonymous External Presentation field:
External Presentation Number and External Presentation Name fields are noneditable.
Also, the entries from these fields disappear.

Step 5 Complete the remaining fields on the Directory Number Configuration page. For help with the fields and
their settings, refer to the online help.
Step 6 Click Save.

SIP Profile Overview

A SIP profile is a template that comprises common SIP settings. You must assign a SIP profile for every SIP
trunk and SIP device in your network. When you configure a SIP profile and then assign that profile to a SIP
trunk, or a SIP device, the system applies the configured SIP settings to that trunk or device.

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SIP Profile Configuration Tasks

Procedure

Command or Action Purpose

Step 1 Configure SIP Profiles, on page 627 Use this procedure to configure a SIP profile.

Step 2 Configure External Presentation Information To configure the external presentation number
on SIP Profile, on page 627 and external presentation name for a SIP profile.

Configure SIP Profiles

Use this procedure to configure a SIP profile with common SIP settings that you can assign to SIP devices
and trunks that use this profile.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > SIP Profile.
Step 2 Perform one of the following steps:
• Click Find and select the SIP profile to edit an existing profile, .
• Click Add New to create a new profile.

Step 3 If you want your SIP phones and trunks to support IPv4 and IPv6 stacks, check the Enable ANAT check box.
Step 4 If you want to assign an SDP transparency profile to resolve SDP interoperability, from the SDP Transparency
Profile drop-down list.
Step 5 If you want to assign a normalization or transparency script to resolve SIP interoperability issues, from the
Normalization Script drop-down list, select the script.
Step 6 (Optional) Check the Send ILS Learned Destination Route String check box for Global Dial Plan Replication
deployments where you may need to route calls across a Cisco Unified Border Element.
Step 7 Complete the remaining fields in the SIP Profile Configuration window. For more information on the fields
and their configuration options, see Online Help.
Step 8 Click Save.

Configure External Presentation Information on SIP Profile

Use this procedure to configure the separate external presentation name and number on SIP Profile
Configuration page.

Before you begin

• Check the Enable External Presentation Name and Number check box on the SIP Profile
Configuration page.
• Set Display External Presentation Name and Number parameter value to True under Clusterwide
Parameters (Device-Phone) section on Service Parameter Configuration page.

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SIP Trunk Overview

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > SIP Profile.
Step 2 Perform one of the following steps:
• To edit an existing profile, click Find and select the SIP profile.
• To create a new profile, click Add New.

Step 3 In the External Presentation Information section, enter the name and number that you want to display on
the called device.
Note • External Presentation Number field accepts up to 32 digits and can contain the following
characters: [0-9, X, *, #, \, +].
• External Presentation Name field accepts a maximum of 50 characters.

Step 4 (Optional), if you want to show configured External Presentation Number and External Presentation
Name as anonymous, check the Anonymous External Presentation check box.
Note • By default, the Anonymous External Presentation field is unchecked.
• If you check the Anonymous External Presentation field:
External Presentation Number and External Presentation Name fields are noneditable.
Also, the entries from these fields disappear.

Step 5 Complete the remaining fields in the SIP Profile Configuration page. For more information on the fields
and their configuration options, see the system Online Help.
Step 6 Click Save.

SIP Trunk Overview

If you are deploying SIP for call control signaling, configure SIP trunks that connect Cisco Unified
Communications Manager to external devices such as SIP gateways, SIP Proxy Servers, Unified
Communications applications, remote clusters, or a Session Management Edition.
Within the Cisco Unified CM Administration, the SIP Trunk Configuration window contains the SIP signaling
configurations that Cisco Unified Communications Manager uses to manage SIP calls.
SIP Trunk supports the separate presentation name and number that is different from existing Caller ID DN
and Caller Name. A new check box Anonymous Presentation is provided to show the configured presentation
name and number as Anonymous on the called device.

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Trunk Configuration Tasks

Procedure

Command or Action Purpose

Step 1 Configure SIP Trunk Security Profile, on page Configure SIP trunk security profiles with any
629 security settings that you want to apply to your
SIP trunks. For example, you can configure
digest authentication, device security mode, and
TLS encryption for SIP signaling.
If you don't configure SIP trunk security
profiles, by default, Cisco Unified
Communications Manager applies a nonsecure
sip trunk security profile.

Step 2 Configure Common Device Configuration, on Set up a Common Device Configuration for the
page 630 trunk. For dual-stack trunks, configure the IP
addressing preference.

Step 3 Configure SIP Trunks, on page 631 Configure the SIP trunks in your network. In
the Trunk Configuration window, configure
the SIP settings for your trunks. Assign a SIP
profile, SIP trunk security profile, and a
Common Device Configuration to your SIP
trunk. In addition, assign any SIP normalization
or transparency scripts that your trunk
connection requires. For example, if your SIP
trunk connects to a Cisco TelePresence VCS,
you must assign the vcs-interop script to the
SIP trunk.

Step 4 Configure Presentation Information on SIP To configure the presentation name and number
Trunks, on page 632 on SIP Trunk page.

Configure SIP Trunk Security Profile

Configure a SIP Trunk Security Profile with security settings such as digest authentication or TLS signaling
encryption. When you assign the profile to a SIP trunk, the trunk takes on the settings of the security profile.

Note If you don't assign a SIP trunk security profile to your SIP trunks, Cisco Unified Communications Manager
assigns a nonsecure profile by default.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Security > SIP Trunk Security Profile.
Step 2 Click Add New.

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Step 3 To enable SIP signaling encryption with TLS, perform the following:
a) From the Device Security Mode drop-down list, select Encrypted.
b) From the Incoming Transport Type and Outgoing Transport Type drop-down lists, choose TLS.
c) For device authentication, in the X.509 Subject Name field, enter the subject name of the X.509 certificate.
d) In the Incoming Port field, enter the port on which you want to receive TLS requests. The default for
TLS is 5061.
Step 4 To enable digest authentication, do the following
a) Check the Enable Digest Authentication check box
b) Enter a Nonce Validity Timer value to indicate the number of seconds that must pass before the system
generates a new nonce. The default is 600 (10 minutes).
c) To enable digest authentication for applications, check the Enable Application Level Authorization
check box.
Step 5 Complete the additional fields in the SIP Trunk Security Profile Configuration window.For more information
on the fields and their configuration options, see Online Help.
Step 6 Click Save.
Note You must assign the profile to a trunk in the Trunk Configuration window so that the trunk can
uses the settings.

Configure Common Device Configuration

A common device configuration comprises a set of optional set of user-specific feature attributes. If you are
deploying IPv6, you can use this configuration to assign IPv6 preferences for SIP trunks or SCCP phones.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Device Settings > Common Device Configuration.
Step 2 Click Add New.
Step 3 For SIP trunks, SIP Phones or SCCP phones, choose a value for the IP Addressing Mode drop-down list:
• IPv4 Only—The device uses only an IPv4 address for media and signaling.
• IPv6 Only—The device uses only an IPv6 address for media and signaling.
• IPv4 and IPv6 (Default)—The device is a dual-stack device and uses whichever IP address type is
available. If both IP address types are configured on the device, for signaling the device uses the IP
Addressing Mode Preference for Signaling setting and for media the device uses the IP Addressing
Mode Preference for Media enterprise parameter setting.

Step 4 If you configure IPv6 in your previous step, then configure an IP addressing preference for the IP Addressing
Mode for Signaling drop-down list:
• IPv4—The dual stack device prefers IPv4 address for signaling.
• IPv6—The dual stack device prefers IPv6 address for signaling.
• Use System Default—The device uses the setting for the IP Addressing Mode Preference for Signaling
enterprise parameter.

Step 5 Configure the remaining fields in the Common Device Configuration window. For more information on the
fields and their configuration options, see the system Online Help.

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Step 6 Click Save.

Configure SIP Trunks

Use this procedure to configure a SIP trunk. You can assign up to 16 destination addresses for a SIP trunk.

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Trunk.

Step 2 Click Add New.
Step 3 From the Trunk Type drop-down list, choose SIP Trunk.
Step 4 From the Protocol Type drop-down list, choose the type of SIP trunk that matches your deployment and click
Next:
• None (Default)
• Call Control Discovery
• Extension Mobility Cross Cluster
• Cisco Intercompany Media Engine
• IP Multimedia System Service Control

Step 5 (Optional) If you want to apply a Common Device Configuration to this trunk, select the configuration from
the drop-down list.
Step 6 Check the SRTP Allowed check box if you want to allow encypted media over the trunk.
Step 7 Check the Run on All Active Unified CM Nodes check box if you want to enable the trunk for all cluster
nodes.
Step 8 Configure the destination address for the SIP trunk:
a) In the Destination Address text box, enter an IPv4 address, fully qualified domain name, or DNS SRV
record for the server or endpoint that you want to connect to the trunk.
b) If the trunk is a dual stack trunk, in the Destination Address IPv6 text box, enter an IPv6 address, fully
qualified domain name, or DNS SRV record for the server or endpoint that you want to connect to the
trunk.
c) If the destination is a DNS SRV record, check the Destination Address is an SRV check box.
d) To add additional destinations, click the (+).
Step 9 From the SIP Trunk Security Profile drop-down, assign a security profile. If you don't select this option, a
nonsecure profile will be assigned.
Step 10 From the SIP Profile drop-down list, assign a SIP profile.
Step 11 (Optional) If you want to assign a normalization script to this SIP trunk, from the Normalization Script
drop-down list, select the script that you want to assign.
Step 12 Configure any additional fields in the Trunk Configuration window. For more information on the fields and
their configuration options, see Online Help.
Step 13 Click Save.

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Configure Presentation Information on SIP Trunks

Use this procedure to configure the presentation name and number on SIP Trunk page.

Before you begin

• Check the Enable External Presentation Name and Number check box on the SIP Profile Configuration
page.
• Configure SIP Trunks, on page 631

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Trunk.

Step 2 Click Add New.
Step 3 From the Trunk Type drop-down list, choose SIP Trunk.
Step 4 From the Trunk Service Type drop-down list, choose the type of SIP trunk that you want to configure:
• None (Default): The trunk will not be used for Call Control Discovery, Extension Mobility Cross-Cluster,
Intercompany Media Engine, or IP Multimedia System Service Control.
• Call Control Discovery: The trunk supports the Call Control Discovery feature.
• Extension Mobility Cross Cluster: The trunk supports Extension Mobility Cross Cluster.
• Cisco Intercompany Media Engine: The trunk supports the Intercompany Media Engine (IME). Make
sure that the IME server is installed before you configure this type of trunk.
• IP Multimedia System Service Control: Choose this option to enable the trunk with support for IP
Multimedia System Service Control.

Step 5 Click Next.

Step 6 In the Presentation Information section, enter the name and number that you want to display on the called
device.
Note • Presentation Number field accepts up to 32 digits and can contain the following characters:
[0-9, X, *, #, \, +].
• Presentation Name field accepts a maximum of 50 characters.

Step 7 (Optional) If you want to show the presentation name and number as anonymous, check the Anonymous
Presentation check box.
Note • By default, the Anonymous Presentation field is unchecked.
• If you check the Anonymous External Presentation field:
Presentation Number and Presentation Name fields are noneditable. Also, the entries from
these fields disappear.

Step 8 (Optional) Check the Send Presentation Name and Number only in the FROM header and not in the
other identity headers check box, if you want to send presentation information that is configured on the SIP
Trunk only to FROM header.

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Intercluster SME Call Flows

Step 9 Configure any additional fields in the Trunk Configuration window.For more information on the fields and
their configuration options, see Online Help.
Step 10 Click Save.

Intercluster SME Call Flows

The Cisco Unified Communications Manager Session Management Edition software is same as the Cisco
Unified Communications Manager used mainly for a call routing between clusters or various devices. With
this release, Cisco Unified Communications Manager supports the intercluster SME calls.
Incoming Calls
Let us assume a user from a PSTN network initiates a call with Enable External Presentation Name
and Number enabled in its SIP profile. If Display External Presentation Name and Number service
parameter is set to True, then Cisco Unified Communications Manager sends the presentation number
information to the X-Cisco-Presentation header and displays on the called device. The FROM and PAID
headers contains the identity of the user that is the user's DN or DDI.
If Display External Presentation Name and Number service parameter is set to False, then Cisco
Unified Communications Manager sends the presentation number information to the X-Cisco-Presentation
header. The FROM and PAID headers contains the user’s DN or DDI and displays on the called device.
Outgoing Calls
A user who is configured with External Presentation Name and External Presentation Number
initiates a call to a PSTN network through intercluster SIP trunks. If Enable External Presentation
Name and Number check box is disabled in its SIP profile, then, Cisco Unified Communications
Manager sends the original directory number information in the FROM and PAID headers and displays
on the called device and configured External Presentation Information in the X-Cisco-Presentation header.
Similarly, if Enable External Presentation Name and Number check box is enabled in its SIP profile,
Cisco Unified Communications Manager sends the configured External Presentation Information in the
FROM header and displays on the called device and original Directory Number in the PAID header.

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Configure Presentation Sharing using BFCP
• Binary Floor Control Protocol Overview, on page 635
• Presentation Sharing using BFCP Prerequisites, on page 636
• Presentation Sharing using BFCP Configuration Task Flow, on page 637

Binary Floor Control Protocol Overview

Unified Communications Manager supports presentation sharing using the Binary Floor Control Protocol
(BFCP) for supported Cisco endpoints and third-party video endpoints. This feature lets users share a
presentation within ongoing audio or video conversation.
The following example describes how presentation sharing works using BFCP:
• An ongoing video conversation exists between two video phones. User A decides to share content with
User B during the conversation. User A has the option to share the entire screen or share the specific
application.
• The BFCP stream allows User B to view User A's shared content.

An audio-video call with content share requires at least four channels: audio, main video, the second video,
and BFCP control channel, to achieve video conferencing and sharing presentations in the second video
channel. If the call parties are capable of Far-End Camera Control (FECC), a fifth channel must be established.

BFCP Architecture
Presentation sharing using BFCP is supported only on BFCP enabled SIP networks. The entire network,
including the endpoint devices and trunks, must be SIP.
Unified Communications Manager aids in the negotiation of the BFCP stream by relaying SIP messages
between two endpoints.
This negotiation involves establishing a floor, which is a temporary permission to access shared resources.
The BFCP stream is a point-to-point stream between the endpoints. Unified Communications Manager is
never a target of the BFCP stream.
The following figure provides an example of a complex video network with multiple Unified Communications
Manager clusters. BFCP must be enabled on all the trunks and lines connecting the devices. For this network,
BFCP must be enabled on the four SIP trunks and two SIP lines that connect the endpoints.

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BFCP Limitations

Figure 12: Video Network with Multiple Cisco Unified Communications Manager Clusters

BFCP Limitations
Unified Communications Manager rejects the BFCP stream in the following scenarios:
• The Allow Presentation Sharing using BFCP check box on the SIP Profile page is unchecked for one
of the SIP lines or trunks in the network.
• One endpoint offers BFCP, but the other does not.
• When the SIP line or SIP trunk uses MTP (non pass-through mode) or Transcoder.
• For SIP line endpoints, the BFCP share does not work when,
• Two endpoints are in Receive Only mode for the main video endpoint with BFCP support.
• TRP is allocated during the call.

Note BFCP control channel is always unencrypted. However, the presentation channel is encrypted if both phones
are encrypted.

Presentation Sharing using BFCP Prerequisites

• Make sure all endpoints and trunks in the call flow are running SIP profile.
• Check Phone Support procedure and generate a report for the feature BFCP Support to obtain a list of
Cisco endpoints that support Presentation Sharing using BFCP. For these endpoints, BFCP support is
enabled by default. You need not perform any additional configuration for the phone to support BFCP.
For more information, see Generate a Phone Feature List, on page 1.

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Presentation Sharing using BFCP Configuration Task Flow

Complete the following tasks to enable Presentation sharing using the Binary Floor Control Protocol (BFCP).

Procedure

Command or Action Purpose

Step 1 Enable BFCP Support for SIP Trunks, on page Enables BFCP support on all SIP trunks in the
637 call flow.

Step 2 Enable Presentation Sharing using BFCP for Enables BFCP support in the third-party phone
Third-Party Phones, on page 638 configuration, if you are using third-party SIP
endpoints.

Enable BFCP Support for SIP Trunks

If you are using Presentation sharing with BFCP, the feature must be enabled in the SIP Profile that is used
by all trunks in the messaging or call flow. The BFCP stream will be rejected by any trunk that does not
support presentation sharing.

Procedure

Step 1 Enable BFCP support within the SIP Profile that is used by the SIP trunk:
a) From the Cisco Unified CM Administration, choose Device > Device Settings > SIP Profile.
b) Perform either of the following steps:
• Click Find to select an existing SIP profile.
• Click Add New to create a new SIP profile.

c) In the SDP Information section, check the Allow Presentation Sharing using BFCP check box to
enable BFCP in the Unified Communications Manager.
By default, the check box is unchecked. For presentation sharing, BFCP must be enabled for all SIP trunks
between the Unified CM clusters.
d) Complete any other fields in the SIP Profile Configuration window. For more information on the fields
and their configuration options, see the system Online Help.
e) Click Save.
Step 2 Associate the BFCP enabled SIP Profile to your SIP trunks:
a) From the Cisco Unified CM Administration, choose Device > Trunks.
b) Click Find and select an existing SIP trunk.
c) In the SIP Information section, choose the SIP Profile for which you enabled BFCP to share the
presentation in the intercluster call from the SIP Profile drop-down list.
d) Click Save.

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e) Repeat this step for all SIP trunks that will be in the call flow of a BFCP session.

Enable Presentation Sharing using BFCP for Third-Party Phones

If you want to use Presentation sharing using BFCP with third-party SIP Phones, you must make sure that
the feature is enabled for the endpoint. This feature is supported by the following third-party phone types:
• Third-party SIP Device (Advanced)
• Third-party AS-SIP Endpoint

Procedure

Step 1 From Cisco Unified CM Administration, choose Device > Phone.

Step 2 Click Find and select an existing third-party SIP phone.
Step 3 Check the Allow Presentation Sharing using BFCP check box.
Step 4 Click Save.

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SIP OAuth Mode
• SIP OAuth Mode Overview, on page 639
• SIP OAuth Mode Prerequisites, on page 639
• SIP OAuth Mode Configuration Task Flow, on page 640

SIP OAuth Mode Overview

Secure registrations to Unified Communications Manager involves a process of updating CTL files, setting
up a mutual certificate trust store and so on. If a Cisco Jabber device is switching between on-premises and
off-premises, it is difficult to update LSCs and renew Certificate Authority Proxy Function (CAPF) enrollment
each time when a secure registration is completed.
SIP OAuth mode allows you to use OAuth refresh tokens for Cisco Jabber authentication in secure
environments. Supporting OAuth on the Unified Communications Manager SIP line allows secure signalling
and media without CAPF. OAuth token validation during SIP registration is completed when OAuth based
authorization is enabled on Unified Communication Manager cluster and Cisco Jabber endpoints.
OAuth support for SIP registrations is extended only for Cisco Jabber devices from Cisco Unified
Communications Manager 12.5 release onwards.
The following are the Phone Security Profile Types that can be configured for OAuth. Currently, this is
supported only for Cisco Jabber.
• Cisco Dual Mode For iPhone (TCT device)
• Cisco Dual Mode For Android (BOT device)
• Cisco Unified Client Service Framework (CSF device)
• Cisco Jabber for Tablet (TAB device)
• Universal Device Template

SIP OAuth Mode Prerequisites

This feature assumes that you have already completed the following:
• Ensure that Mobile and Remote Access is configured and the connection is established between Unified
Communication Manager and Expressway.

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• Ensure that Unified Communications Manager is registered to a Smart or Virtual account with allow
export-controlled functionality.

SIP OAuth Mode Configuration Task Flow

Complete the following tasks to configure SIP OAuth for your system.

Procedure

Command or Action Purpose

Step 1 Configure Refresh Logins, on page 640 Enable oauth with refresh login flow on Unified
Communications Manager to register the device
via SIP OAuth.

Step 2 Configure OAuth Ports, on page 640 Assign the ports for OAuth for each node that
has OAuth registration.

Step 3 Enable SIP OAuth Mode, on page 641 Enable OAuth services using a CLI command
on the publisher node.

Step 4 Restart Cisco CallManager Service, on page 642 Restart this service on all nodes that have
OAuth registrations.

Step 5 Configure OAuth Support in Security Profile, Configure OAuth support within a Phone
on page 642 Security Profile if you are deploying encryption
for the endpoints.

Configure Refresh Logins

Use this procedure to configure Refresh Logins with OAuth access tokens and refresh tokens for Cisco Jabber
clients.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Enterprise Parameters.
Step 2 Under SSO and OAuth Configuration, set the OAuth with Refresh Login Flow parameter to Enabled.
Step 3 (Optional) Set any other parameters in the SSO and OAuth Configuration section. For parameter descriptions,
click on the parameter name.
Step 4 Click Save.

Configure OAuth Ports

Use this procedure to assign the ports that are used for SIP OAuth.

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Enable SIP OAuth Mode

Procedure

Step 1 From Cisco Unified CM Administration, choose, System > Cisco Unified CM.
Step 2 Do the following for each server that uses SIP OAuth.
Step 3 Select the server.
Step 4 Under Cisco Unified Communications Manager TCP Port Settings, set the port values for the following
fields:
• SIP Phone OAuth Port
Default value is 5090. Acceptable configurable range is 1024 to 49151.

• SIP Mobile and Remote Access Port

Default value is 5091. Acceptable configurable range is 1024 to 49151.

Note Cisco Unified Communications Manager uses SIP Phone OAuth Port (5090) to listen for SIP line
registration from Jabber OnPremise devices over TLS. However, Unified CM uses SIP Mobile
Remote Access Port (default 5091) to listen for SIP line registrations from Jabber over Expressway
through mLTS.
Both ports use the Tomcat certificate and Tomcat-trust for incoming TLS/mTLS connections. Make
sure that your Tomcat-trust store is able to verify the Expressway-C certificate for SIP OAuth mode
for MRA to function accurately.
You need to perform extra steps to upload the Expressway-C certificate into the Tomcat certificate
of Unified Communications Manager, when:
• Expressway-C certificate and Tomcat certificate is not signed by the same CA certificate.
• Unified CM Tomcat certificate is not CA signed.

Step 5 Click Save.

Step 6 Repeat this procedure for each server that uses SIP OAuth.

Enable SIP OAuth Mode

Use the Command Line Interface to enable SIP OAuth mode. Enabling this feature on the publisher node also
enables the feature on all cluster nodes.

Procedure

Step 1 On the Unified Communications Manager publisher node, log in to the Command Line Interface.
Step 2 Run the utils sipOAuth-mode enable CLI command.

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Restart Cisco CallManager Service

Restart Cisco CallManager Service

After enabling SIP OAuth through CLI, restart the Cisco CallManager service on all nodes where endpoints
register through SIP OAuth.

Procedure

Step 1 From Cisco Unified Serviceability, choose Tools > Control Center > Feature Services.
Step 2 From the Server drop-down list, select the server.
Step 3 Check the Cisco CallManager service and click Restart.

Configure OAuth Support in Security Profile

Use this procedure to configure OAuth authentication if you are deploying encrypted endpoints. This procedure
is required only if you have set the Device Security Mode within that phone’s Phone Security Profile to
Encrypted.

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Phone Security Profile.
Step 2 Click Find and select the security profile that is used by the phone.
Step 3 Ensure that the Device Security Mode is Encrypted and the Transport Type is TLS.
Step 4 Check the Enable OAuth Authentication check box.
Step 5 Click Save.
Note When SIP OAuth Mode is enabled, Enable Digest Authentication and TFTP Encrypted Config
options are not supported.

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