CH A P T E R 13

Client Matter Codes and Forced Authorization

Codes

Forced Authorization Codes (FAC) and Client Matter Codes (CMC) allow you to manage call access and
accounting. CMC assists with call accounting and billing for billable clients, while Forced Authorization
Codes regulate the types of calls that certain users can place.
Client matter codes force the user to enter a code to specify that the call relates to a specific client matter.
You can assign client matter codes to customers, students, or other populations for call accounting and
billing purposes. The Forced Authorization Codes feature forces the user to enter a valid authorization
code before the call completes.
The CMC and FAC features require that you make changes to route patterns and update your dial plan
documents to reflect that you enabled or disabled FAC and/or CMC for each route pattern.
This chapter contains information on the following topics:
• Introducing Client Matter Codes, page 13-2
• Introducing Forced Authorization Codes, page 13-2
• Interactions and Restrictions, page 13-3
• System Requirements, page 13-5
• Installation of CMC and FAC, page 13-5
• CMC and FAC Configuration Checklist, page 13-5
• Client Matter Codes Configuration, page 13-6
• CMC Configuration Settings, page 13-8
• Enabling Client Matter Codes For Route Patterns, page 13-8
• Forced Authorization Codes Configuration, page 13-9
• FAC Configuration Settings, page 13-11
• Enabling Forced Authorization Codes for Route Patterns, page 13-12
• Providing Information to Users, page 13-13
• Using CDR Analysis and Reporting, page 13-4
• Related Topics, page 13-13

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Introducing Client Matter Codes

Introducing Client Matter Codes

To use the Client Matter Codes feature, users must enter a client matter code to reach certain dialed
numbers. You enable or disable CMC through route patterns, and you can configure multiple client
matter codes. When a user dials a number that is routed through a CMC-enabled route pattern, a tone
prompts the user for the client matter code. When the user enters a valid CMC, the call occurs; if the user
enters an invalid code, reorder occurs. The CMC writes to the CDR, so you can collect the information
by using CDR Analysis and Reporting (CAR), which generates reports for client accounting and billing.
The Client Matter Codes feature benefits law offices, accounting firms, consulting firms, and other
businesses or organizations where tracking the length of the call for each client is required. Before you
implement CMC, obtain a a list of all clients, groups, individuals, parties, and so on that you plan to track
through CMC. Determine whether you can assign the codes consecutively, arbitrarily, or whether your
organization requires a special code structure; for example, using existing client account numbers for
CMC. For each client (or group, individual, and so on) that you want to track, you must add a client
matter code in the Client Matter Code Configuration window of Cisco Unified Communications
Manager Administration. Then, in Cisco Unified Communications Manager Administration, you must
enable CMC for new or existing route patterns. After you configure CMC, make sure that you update
your dial plan documents to indicate the CMC-enabled route patterns.

Tip If you want users to enter a CMC for most calls, consider enabling CMC for most or all route patterns
in the dial plan. In this situation, users must obtain CMCs and a code, such as 555, for calls that do not
relate to clients. All calls automatically prompt the users for a CMC, and the users do not have to invoke
CMC or dial special digits. For example, a user dials a phone number, and the system prompts the user
for the client code; if the call relates to a client matter, the user enters the appropriate CMC; if the call
does not relate to a client, the user enters 555.

If only a select number of users must enter a CMC, consider creating a new route pattern specifically for
CMC; for example, use 8.@, which causes the system to prompt users for the client code when the phone
number that is entered starts with the number 8. Implementing CMC in this manner provides a means to
invoke CMC and allows the existing dial plan to remain intact. For example, for client-related calls, a
user may dial 8-214-555-1234 to invoke CMC; for general calls that are not related to clients, the users
just dial 214-555-1234 as usual.

Introducing Forced Authorization Codes

When you enable FAC through route patterns in Cisco Unified Communications Manager
Administration, users must enter an authorization code to reach the intended recipient of the call. When
a user dials a number that is routed through a FAC-enabled route pattern, the system plays a tone that
prompts for the authorization code.
In Cisco Unified Communications Manager Administration, you can configure various levels of
authorization. If the user authorization code does not meet or exceed the level of authorization that is
specified to route the dialed number, the user receives a reorder tone. If the authorization is accepted,
the call occurs. The name of the authorization writes to call detail records (CDRs), so you can organize
the information by using CDR Analysis and Reporting (CAR), which generates reports for accounting
and billing.
You can use FAC for colleges, universities, or any business or organization when limiting access to
specific classes of calls proves beneficial. Likewise, when you assign unique authorization codes, you
can determine which users placed calls. For each user, you specify an authorization code, then enable

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Interactions and Restrictions

FAC for relevant route patterns by selecting the appropriate check box and specifying the minimum
authorization level for calls through that route pattern. After you update the route patterns in Cisco
Unified Communications Manager Administration, update your dial plan documents to define the
FAC-enabled route patterns and configured authorization level.
To implement FAC, you must devise a list of authorization levels and corresponding descriptions to
define the levels. You must specify authorization levels in the range of 0 to 255. Cisco allows
authorization levels to be arbitrary, so you define what the numbers mean for your organization. Before
you define the levels, review the following considerations, which represent examples or levels that you
can configure for your system:
• Configure an authorization level of 10 for interstate long-distance calls in North America.
• Because intrastate calls often cost more than interstate calls, configure an authorization level of 20
for intrastate long-distance calls in North America.
• Configure an authorization level of 30 for international calls.

Tip Incrementing authorization levels by 10 establishes a structure that provides scalability when
you need to add more authorization codes.

Interactions and Restrictions

You can implement CMC and FAC 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.
If you implement CMC and FAC together as described in the previous example, the user dials a number,
enters the user-specific authorization code when prompted to do so, and then enters the client matter
code at the next prompt. CMC and FAC tones sound the same to the user, so the feature tells the user to
enter the authorization code after the first tone and enter the CMC after the second tone.
Cisco Unified Communications Manager provides redundancy, which handles the normal processes that
are in place for Cisco Unified Communications Manager.
The CMC and FAC features work with all Cisco Unified IP Phones and MGCP-controlled analog
gateways.
Before you implement CMC and FAC, review the following restrictions:
• After dialing the phone number, hearing-impaired users should wait 1 or 2 seconds before entering
the authorization or client matter code.
• Calls that are forwarded to a FAC- or CMC-enabled route pattern fail because no user is present to
enter the code. This limitation applies to call forwarding that is configured in Cisco Unified
Communications Manager Administration or the Cisco Unified Communications Manager User
Options Pages. You can configure call forwarding, but all calls that are forwarded to a FAC- or
CMC-enabled route pattern results in reorder. When a user presses the CFwdALL softkey and enters
a number that has FAC or CMC enabled on the route pattern, the user receives reorder, and call
forwarding fails.
You cannot prevent the configuration of call forwarding to a FAC- or CMC-enabled route pattern;
forwarded calls that use these route patterns drop because no code is entered. 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.

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Interactions and Restrictions

• Cisco does not localize FAC or CMC. The CMC and FAC features use the same default tone for any
locale that is supported with Cisco Unified Communications Manager.
• The CMC and FAC features do not support overlap sending because the Cisco Unified
Communications Manager cannot determine when to prompt the user for the code. If you check the
Require Forced Authorization Code or the Require Client Matter Code check box on the Route
Pattern Configuration window, the Allow Overlap Sending check box becomes disabled. If you
check the Allow Overlap Sending check box, the Require Forced Authorization Code and the
Require Client Matter Code check boxes become disabled.
• The FAC and CMC tones can only be played on SCCP phones, TAPI/JTAPI ports, and MGCP FXS
ports.
• H.323 analog gateways do not support FAC or CMC because these gateways cannot play tones.
• Restrictions apply to CTI devices that support FAC and CMC. For more information, see the “Using
FAC/CMC with CTI, JTAPI, and TAPI Applications” section on page 13-4.
• Cisco Web Dialer does not support FAC or CMC.
• Cisco IP Softphone cannot play tones; however, after a Cisco IP Softphone user dials a directory
number, the user can use CMC and FAC by waiting 1 or 2 seconds before entering the code.
• If you do not append the FAC or CMC with #, the system waits for the T302 timer to extend the call.
• When you press the Redial softkey on the phone, you must enter the authorization code or CMC
when the number that you dialed is routed through a FAC- or CMC-enabled route pattern. Cisco does
not save the code that you entered for the previous call.
• You cannot configure authorization code or CMC for speed-dial buttons. You must enter the code
when the system prompts you to do so.

Using the Cisco Bulk Administration Tool

You can use Bulk Administration Tool (BAT) to insert, update, and delete CMC and FAC. For more
information on how to perform these tasks, refer to the Cisco Unified Communications Manager Bulk
Administration Guide that is compatible with this release of Cisco Unified Communications Manager.

Using CDR Analysis and Reporting

CDR Analysis and Reporting (CAR) allows you to run reports that provide call details for authorization
code names, authorization levels, and CMCs. For information on how to generate reports in CAR, refer
to the Cisco Unified Communications Manager CDR Analysis and Reporting Administration Guide.

Using FAC/CMC with CTI, JTAPI, and TAPI Applications

In most cases, Cisco Unified Communications Manager can alert a CTI, JTAPI, or TAPI application that
the user 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 FAC- or CMC-enabled route pattern, the user must enter a code
after receiving the tone. When a user redirects or blind transfers a call through a FAC- or CMC-enabled
route pattern, the user receives no tone, so the application must send the codes to Cisco Unified
Communications Manager. If Cisco Unified Communications Manager receives the appropriate codes,

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System Requirements

the call connects to the intended party. If Cisco Unified Communications Manager does not receive the
appropriate codes, Cisco Unified Communications Manager sends an error to the application that
indicates which code is missing.
Cisco Unified Communications Manager does not support call forwarding through FAC- or
CMC-enabled route patterns. For more information, see the “Interactions and Restrictions” section on
page 13-3.

System Requirements
The minimum requirements for CMC and FAC specify that every server in the cluster must have Cisco
Unified Communications Manager 5.0 or a later version.

Installation of CMC and FAC

The CMC and FAC features install automatically when you install Cisco Unified Communications
Manager. To make these features work in your Cisco Unified Communications Manager network, you
must perform the tasks that are described in the “CMC and FAC Configuration Checklist” section on
page 13-5.

CMC and FAC Configuration Checklist

Use Table 13-1 as a guide when you configure CMC and FAC.

Table 13-1 Cisco CMC and FAC Configuration Checklist

Configuration Steps Related Procedures and Topics

Step 1 Review feature limitations. Interactions and Restrictions, page 13-3
Step 2 Design and document the system; for example, document a list of Introducing Client Matter Codes,
client matters that you want to track. page 13-2
Introducing Forced Authorization Codes,
page 13-2
Step 3 Insert the codes by using Cisco Unified Communications Manager Client Matter Codes Configuration,
Administration or by using Bulk Administration Tool (BAT). page 13-6
Tip Consider using BAT for small or large batches of codes; the Forced Authorization Codes
comma separated values (CSV) file in BAT can serve as a Configuration, page 13-9
blueprint for the codes, corresponding names,
corresponding levels, and so on.
Step 4 To enable FAC or CMC, add or update route patterns in Cisco Enabling Client Matter Codes For Route
Unified Communications Manager Administration. Patterns, page 13-8
Enabling Forced Authorization Codes for
Route Patterns, page 13-12
Step 5 Update your dial plan documents or keep a printout of the BAT CSV Refer to your dial plan documents.
file with your dial plan documents.

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Client Matter Codes Configuration

Table 13-1 Cisco CMC and FAC Configuration Checklist (continued)

Configuration Steps Related Procedures and Topics

Step 6 Provide all necessary information, for example, codes, to users and Providing Information to Users,
explain how the features works. page 13-13

Client Matter Codes Configuration

After you obtain the list of CMCs that you plan to use, you add those codes to the database and enable
the CMC feature for route patterns.
This section contains the information on the following topics:
• Finding Client Matter Codes, page 13-6
• Configuring Client Matter Codes, page 13-7
• Deleting Client Matter Codes, page 13-8
• CMC Configuration Settings, page 13-8
• Enabling Client Matter Codes For Route Patterns, page 13-8
• Providing Information to Users, page 13-13

Finding Client Matter Codes

Cisco Unified Communications Manager lets you locate specific CMCs on the basis of specific criteria.
To locate CMCs, perform the following procedure:

Note During your work in a browser session, Cisco Unified Communications Manager Administration retains
your search preferences. If you navigate to other menu items and return to this menu item, Cisco Unified
Communications Manager Administration retains your search preferences until you modify your search
or close the browser.

Procedure

Step 1 Choose Call Routing > Client Matter Codes.

The Find and List window displays.
Step 2 To find all records in the database, ensure the dialog box is empty; go to Step 3.
To filter or search records:
• From the first drop-down list box, choose a search parameter.
• From the second drop-down list box, choose a search pattern.
• Specify the appropriate search text, if applicable.

Note To add additional search criteria, click the + button. When you add criteria, the system searches
for a record that matches all criteria that you specify. To remove criteria, click the – button to
remove the last added criteria or click the Clear Filter button to remove all added search criteria.

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Configuring Client Matter Codes

Step 3 Click Find.

All or matching records display. You can change the number of items that display on each page by
choosing a different value from the Rows per Page drop-down list box.

Note You can delete multiple records from the database by checking the check boxes next to the
appropriate record and clicking Delete Selected. You can delete all configurable records for this
selection by clicking Select All and then clicking Delete Selected.

Step 4 From the list of records that display, click the link for the record that you want to view.

Note To reverse the sort order, click the up or down arrow, if available, in the list header.

The window displays the item that you choose.

Additional Information
See the “Related Topics” section on page 13-13.

Configuring Client Matter Codes

You enter CMCs in Cisco Unified Communications Manager Administration or through the Cisco Bulk
Administration Tool (BAT). If you use BAT, the BAT comma separated values (CSV) file provides a
record of CMCs and client names. After you configure CMC, make sure that you update your dial plan
documents or keep a printout of the BAT CSV file with your dial plan documents.
To add or update CMCs in Cisco Unified Communications Manager Administration, perform the
following procedure:

Procedure

Step 1 Perform one of the following tasks:

• To add CMCs, choose Call Routing > Client Matter Codes and click Add New. Continue with
Step 2.
• To update CMCs, locate the CMC that you want to update, as described in the “Finding Client Matter
Codes” section on page 13-6 and continue with Step 2.
Step 2 Enter the appropriate settings as described in Table 13-2.
Step 3 Click Save.
Step 4 After you add all CMCs, see the “Enabling Client Matter Codes For Route Patterns” section on
page 13-8.

Additional Information
See the “Related Topics” section on page 13-13.

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CMC Configuration Settings

CMC Configuration Settings

Use Table 13-2 in conjunction with the “Configuring Client Matter Codes” section on page 13-7.

Table 13-2 Configuration Settings for Adding a CMC

Setting Description
Client Matter Code Enter a unique code of no more than 16 digits that the
user will enter when placing a call. The CMC displays
in the CDRs for calls that use this code.
Description Enter a name of no more than 50 characters. This
optional field associates a client code with a client.

Additional Information
See the “Related Topics” section on page 13-13.

Deleting Client Matter Codes

To delete a CMC in Cisco Unified Communications Manager Administration, perform the following
procedure:

Procedure

Step 1 Locate the CMC that you want to delete, as described in the “Finding Client Matter Codes” section on
page 13-6.
Step 2 After the Client Code Matter Configuration window displays, click Delete.
Step 3 To continue with the deletion, click OK.

Additional Information
See the “Related Topics” section on page 13-13.

Enabling Client Matter Codes For Route Patterns

Perform the following steps to enable CMCs on route patterns:

Procedure

Step 1 In Cisco Unified Communications Manager 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 in the Find and List Route Pattern window,
as described in “Route Pattern Configuration” in the Cisco Unified Communications Manager
Administration Guide.

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Forced Authorization Codes Configuration

• To add a new route pattern, refer to “Route Pattern Configuration” in the Cisco Unified
Communications Manager Administration Guide.
Step 3 In the Route Pattern Configuration window, check the Require Client Matter Code check box.
Step 4 Perform one of the following tasks:
• If you updated the route pattern, click Save.
• If you added a new route pattern, click Save.
Step 5 Repeat Step 2 through Step 4 for all route patterns that require a client matter code.
Step 6 After you complete the route pattern configuration, see the “Providing Information to Users” section on
page 13-13.

Additional Information
See the “Related Topics” section on page 13-13.

Forced Authorization Codes Configuration

To configure FACs, see the following sections:
• CMC and FAC Configuration Checklist, page 13-5
• Finding Forced Authorization Codes, page 13-9
• Configuring Forced Authorization Codes, page 13-10
• Deleting Forced Authorization Codes, page 13-12
• FAC Configuration Settings, page 13-11
• Providing Information to Users, page 13-13
• Enabling Forced Authorization Codes for Route Patterns, page 13-12

Finding Forced Authorization Codes

Cisco Unified Communications Manager allows you to locate specific FACs on the basis of specific
criteria. To locate FACs, perform the following procedure:

Note During your work in a browser session, Cisco Unified Communications Manager Administration retains
your search preferences. If you navigate to other menu items and return to this menu item, Cisco Unified
Communications Manager Administration retains your search preferences until you modify your search
or close the browser.

Procedure

Step 1 Choose Call Routing > Forced Authorization Codes.

The Find and List window displays.

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Configuring Forced Authorization Codes

Step 2 To find all records in the database, ensure the dialog box is empty; go to Step 3.
To filter or search records:
• From the first drop-down list box, choose a search parameter.
• From the second drop-down list box, choose a search pattern.
• Specify the appropriate search text, if applicable.

Note To add additional search criteria, click the + button. When you add criteria, the system searches
for a record that matches all criteria that you specify. To remove criteria, click the – button to
remove the last added criteria or click the Clear Filter button to remove all added search criteria.

Step 3 Click Find.

All or matching records display. You can change the number of items that display on each page by
choosing a different value from the Rows per Page drop-down list box.

Note You can delete multiple records from the database by checking the check boxes next to the
appropriate record and clicking Delete Selected. You can delete all configurable records for this
selection by clicking Select All and then clicking Delete Selected.

Step 4 From the list of records that display, click the link for the record that you want to view.

Note To reverse the sort order, click the up or down arrow, if available, in the list header.

The window displays the item that you choose.

Additional Information
See the “Related Topics” section on page 13-13.

Configuring Forced Authorization Codes

After you design your FAC implementation, you enter authorization codes either in Cisco Unified
Communications Manager Administration or through the Cisco Bulk Administration Tool (BAT).
Consider using BAT for large batches of authorization codes; the comma separated values (CSV) file in
BAT serves as a blueprint for authorization codes, corresponding names, and corresponding levels.

Note For future reference, make sure that you update your dial plan documents or keep a printout of the CSV
file with your dial plan documents.

To add a small number of authorization codes in Cisco Unified Communications Manager

Administration, perform the steps in the following procedure.

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FAC Configuration Settings

Procedure

Step 1 In Cisco Unified Communications Manager Administration, choose Call Routing > Forced
Authorization Codes.
Step 2 Perform one of the following tasks:
• To add a new FAC, click Add New.
• To update an FAC, locate the authorization code that you want to update as described in the “Finding
Forced Authorization Codes” section on page 13-9.
Step 3 Using the configuration settings in Table 13-3, configure the authorization codes.
Step 4 Click Save.

Note After you add all authorization codes, see the “Enabling Forced Authorization Codes for Route
Patterns” section on page 13-12.

Additional Information
See the “Related Topics” section on page 13-13.

FAC Configuration Settings

Use Table 13-3 in conjunction with the “Configuring Forced Authorization Codes” section on
page 13-10.
For more information, see the “Related Topics” section on page 13-13.

Table 13-3 Configuration Settings for FAC

Setting Description
Authorization Code Name 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; this name displays in the CDRs for
calls that use this code.
Authorization Code Enter a unique authorization code that is no more than
16 digits. The user enters this code when the user
places a call through a FAC-enabled route pattern.
Authorization Level Enter a three-digit authorization level that exists in the
range of 0 to 255; the default equals 0. The level that
you assign to the authorization code determines
whether the user can route calls through FAC-enabled
route patterns. To successfully route a call, the user
authorization level must equal or be greater than the
authorization level that is specified for the route
pattern for the call.

Additional Information
See the “Related Topics” section on page 13-13.

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Deleting Forced Authorization Codes

Deleting Forced Authorization Codes

To delete a FAC, perform the following procedure:

Procedure

Step 1 Locate the authorization code that you want to delete, as described in the “Finding Forced Authorization
Codes” section on page 13-9.
Step 2 After the Forced Authorization Code Configuration window displays, click Delete.
Step 3 To continue with the deletion, click OK.

Additional Information
See the “Related Topics” section on page 13-13.

Enabling Forced Authorization Codes for Route Patterns

Perform the following steps to enable FACs for route patterns:

Procedure

Step 1 In Cisco Unified Communications Manager 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 in the Find and List Route Pattern window,
as described in “Route Pattern Configuration” in the Cisco Unified Communications Manager
Administration Guide.
• To add a new route pattern, refer to “Route Pattern Configuration” in the Cisco Unified
Communications Manager Administration Guide.
Step 3 In the Route Pattern Configuration window, check the Require Forced Authorization Code check box.
Step 4 Click Save.

Tip Even if you do not check the Require Forced Authorization Code check box, you can specify the
authorization level because the database stores the number that you specify.

Step 5 Repeat Step 2 through Step 4 for all route patterns that require an authorization code.
Step 6 After you complete the route pattern configuration, see the “Providing Information to Users” section on
page 13-13.

Additional Information
See the “Related Topics” section on page 13-13.

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Providing Information to Users

Providing Information to Users

After you configure the feature(s), communicate the following information to your users:
• Inform users about restrictions that are described in “Interactions and Restrictions” section on
page 13-3.
• Provide users with all necessary information to use the features; for example, authorization code,
authorization level, client matter code, and so on. Inform users that dialing a number produces a tone
that prompts for the codes.
• For FAC, the system attributes calls that are placed with the user authorization code to the user or
the user department. Advise users to memorize the authorization code or to keep a record of it in a
secure location.
• Advise users of the types of calls that users can place; before a user notifies a phone administrator
about a problem, users should hang up and retry the dialed number and code.
• Inform users that they can start entering the code before the tone completes.
• To immediately route the call after the user enters the code, the users can press # on the phone;
otherwise, the call occurs after the interdigit timer (T302) expires; that is, after 15 seconds by
default.
• The phone plays a reorder tone when the user enters an invalid code. If users misdial the code, the
user must hang up and try the call again. If the reorder tone persists, users should notify the phone
or system administrator that a problem may exist with the code.

Additional Information
See the “Related Topics” section on page 13-13.

Related Topics
• Route Pattern Configuration, Cisco Unified Communications Manager Administration Guide
• Understanding Route Plans, Cisco Unified Communications Manager System Guide
• Interactions and Restrictions, page 13-3
• System Requirements, page 13-5

Forced Authorization Codes

• Introducing Forced Authorization Codes, page 13-2
• CMC and FAC Configuration Checklist, page 13-5
• Finding Forced Authorization Codes, page 13-9
• Configuring Forced Authorization Codes, page 13-10
• Deleting Forced Authorization Codes, page 13-12
• FAC Configuration Settings, page 13-11
• Enabling Forced Authorization Codes for Route Patterns, page 13-12

Client Matter Codes

• Introducing Client Matter Codes, page 13-2
• CMC and FAC Configuration Checklist, page 13-5

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Related Topics

• Finding Client Matter Codes, page 13-6

• Configuring Client Matter Codes, page 13-7
• Deleting Client Matter Codes, page 13-8
• CMC Configuration Settings, page 13-8
• Enabling Client Matter Codes For Route Patterns, page 13-8

Additional Cisco Documentation

• Cisco Unified Communications Manager Bulk Administration Guide
• Cisco Unified Communications Manager Administration Guide
• Cisco Unified Communications Manager CDR Analysis and Reporting Administration Guide

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