TELEPHONE_Cisco 9971 Manual

Cisco Unified IP Phone 8961, 9951, and 9971 User Guide for Cisco
Unified Communications Manager 10.0 (SIP)

First Published: November 05, 2013
Last Modified: February 09, 2016
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CONTENTS
CHAPTER 1 Getting Started 1

Accessibility Features 1
Cisco Unified IP Phone 8961 1
Phone Connections for Cisco Unified IP Phone 8961 1
Buttons and Hardware 3
Phone with Single Line 7
Phone with Multiple Lines 9
Bluetooth 12
Wireless Connection and Bluetooth 21
Power Save and Power Save Plus 28
Power Save 28
Power Save Plus 28
Additional Information 29
CHAPTER 2 Phone Setup 31

Connect Footstand 31
Adjust Phone Display Viewing Angle 32
Adjust the Handset Rest 33
Cisco Unified IP Phone 8961, 9951, and 9971 User Guide for Cisco Unified Communications Manager 10.0 (SIP)
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Contents
Secure the Phone with a Cable Lock 34
CHAPTER 3 Basic Operations 35

Clean the Phone Screen 35
Clean the Phone Touchscreen Display 36
Make Calls 36
Make a Call with the Speakerphone 37
Place Call Using Headset 37
Release Call and Start Another Call 37
Dial Number On-Hook 37
Dial an International Number 38
Redial a Number 38
Make Priority Call with Login to SIP 39
Make Priority Call Without Login to SIP 39
Navigate and Select Items 40
View All Calls on Phone 40
Answer Calls 41
Answer the Oldest Call First 41
Call Pickup 41
Answer a Call Within Your Group (Pickup) 42
Answer a Call Using Group PickUp and a Phone Number 42
Answer a Call Using Group PickUp and a Group PickUp Number 43
Answer a Call From an Associated Group (Other Pickup) 43
Answer Calls Automatically 43
Answer Call Waiting 44
Manage Calls 44
Divert a Call 44
Transfer Call to Another Number 45
Consult Before You Complete a Transfer 45
Record a Call 46
Call Forward 46
Forward Calls 46
Mute Phone 47
Hold Call 47
Swap Between Active and Held Calls 48
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Contents
Put Call on Hold by Answering New Call 48

Answer a Call Left on Hold for Too Long 48
Determine If a Shared Line Is On Hold 48
Remote Hold 49
Get Notified when a Contact is Available 49
Call Park 49
Park and Retrieve a Call Using Call Park 50
Place a Call on Hold with Assisted Directed Call Park 50
Place a Call on Hold with Manual Directed Call Park 51
Intercom Calls 51
Place a Dedicated Intercom Call 51
Place a Dialable Intercom Call 52
Answer an Intercom Call 52
Video Calls 52
Toggle Between Phone and Video Display 52
Hide Softkeys in Full-Screen Video 53
Enable Full Screen Video 53
Mute Video 53
Swap Views 54
Adjust the Picture-In-Picture Position 54
View Phone Information 54
Sign In to the Cisco Unified Communications Self Care Portal 55
CHAPTER 4 Contacts 57
Corporate Directory 57
Search and Dial Contact 57
Search and Dial Contact While on Call 58
Personal Directory 58
Sign in and Out of a Personal Directory 58
Add Personal Directory Entry from Phone 59
Search for a Contact in Your Personal Directory 59
Dial a Number from Your Personal Directory 60
Edit Personal Directory Entry 60
Delete Personal Directory Entry 61
Fast Dial 61
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Contents
Place Call with Fast Dial Button 61

Fast-Dial Codes with Personal Directory 61
Assign Fast-Dial Code to Personal Directory Entry 62
Call a Contact with a Fast-Dial Code 62
Delete a Fast Dial Code 62
Cisco Web Dialer 63
Use Cisco Web Dialer with Another Online Corporate Directory 63
Change Cisco Web Dialer Preferences 63
Sign Out of Cisco Web Dialer 64
CHAPTER 5 Call History 65

Call History Overview 65
View Call History 67
View Call Record Details 67
Filter Call History 68
Dial from Call History 68
Edit Number from Call History 69
Clear Call History 69
Delete Call Record from Call History 69
CHAPTER 6 Voicemail 71
Access Voicemail 71
Check for Voice Messages 71
Listen to Voice Messages 72
CHAPTER 7 Advanced Calling Features 73

Conference Calls and Meetings 73
Add Third Party to Conference 74
Join Calls into Conference 74
Swap Between Calls Before You Complete a Conference 74
View and Remove Conference Participants 75
Remove Conference Participants 75
Scheduled Conference Calls (Meet Me) 75
Host a Meet Me Conference 75
Join a Meet Me Conference 76
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Contents
Speed Dial 76
Make a Call with a Speed-Dial Button 76
Use Speed-Dial Code On-Hook 76
Use Speed-Dial Code Off-Hook 77
Pauses in Speed Dial 77
Do Not Disturb 78
Turn On Do Not Disturb 79
Malicious Call Identification 79
Trace a Suspicious Call 79
Extension Mobility 79
Sign into Your Extension from Another Phone 80
Phone Calls with Mobile Connect 80
Enable Mobile Connect 80
Turn On Mobile Connect from a Desk Phone 81
Move a Call from Your Desk Phone to Your Mobile Phone 81
Move a Call from Your Mobile Phone to Your Desk Phone 81
Transfer a Call from Your Mobile Phone to Your Desk Phone 82
Line Status 82
Line Status Indicators 82
Custom Line Filters 83
Add a Line Filter 84
Select an Active Line Filter 84
Delete a Line Filter 85
Duplicate a Line Filter 85
Edit a Line Filter 85
Rename a Line Filter 86
Hunt Groups 86
Sign In and Out of a Hunt Group 86
View the Call Queue in a Hunt Group 86
Barge 87
Set up Barge Alert 87
Add Yourself to a Call on a Shared Line 87
Enable Privacy on a Shared Line 88
Toggle Prompt for Barge 88
Dismiss Barge Alert Prompt Window 88
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Contents
Call Chaperone 89
Record Chaperoned Call 89
Uniform Resource Identifier Dialing 90
CHAPTER 8 Advanced Operations 93

Applications 93
View Active Applications 93
Switch to Active Application 94
Close Active Application 94
Video Calls and Security 94
Call Functions 94
Agent Greeting 94
Alert Calls 95
Actionable Incoming Call Alert 95
Answer 95
Client Matter Code 96
Forced Authorization Code 96
Secure Calls 96
Shared Lines 96
Feature Buttons and Softkeys 97
Survivable Remote Site Telephony Overview 98
WLAN Sign-In 101
Sign In to WLAN 101
Change WLAN Sign-In 102
VPN client 102
VPN Connection Settings 103
Connect Through VPN 103
Change Your VPN to Another Network 104
Cisco VXC VPN 104
Plugins 105
Cisco IP Manager Assistant 105
Manager Phones 105
Manager Settings Menu 107
Select Assistant 107
Subscribe to Assistant Primary Phone Service 107
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Contents
Assistant Phones 108

Assistant Console 108
Assistant Settings Menu 108
Set Divert Target 109
Enable CallPlane Overwrite 110
Enable Smart Sorting 110
Assistant Manager Status Menu 110
Manager Settings Menu on Assistant Phone 111
Log In to IPMA Service on Phone 112
CHAPTER 9 User Preferences 113

Adjust Phone Screen Brightness 113
Adjust Headset Sidetone 114
Change Ringtone 114
Change Wallpaper 115
Change Font Size 115
Phone Services 116
Line Settings 116
CHAPTER 10 Cisco Unified Video Camera 117

Install Cisco Unified Video Camera 117
Mount Camera on Phone 117
Mount Camera on Monitor 118
View Camera Details 119
Cisco Unified Video Camera Features 119
Camera Lens Shutter 120
Close Camera Lens Shutter 120
Camera Preferences 121
Enable Auto Transmit 121
Adjust Camera Brightness 122
Adjust Camera View Area 122
Access Preview Video 123
Enable Video 123
Reset Camera 123
ix
Contents
CHAPTER 11 Accessories 125

Accessory Support 125
View Accessories List 126
View Accessories Details 126
USB Devices 127
Set Up Wideband for Analog Headset 127
Bluetooth Headsets 128
Add Bluetooth Accessory 129
Connect Bluetooth Accessory 129
Turn on Bluetooth 130
Disconnect Bluetooth Accessory 130
Delete Bluetooth Accessory 130
Cisco Unified IP Color Key Expansion Module 131
Cisco Unified IP Color Key Expansion Module Features 132
Place a Call on the Key Expansion Module 133
Key Expansion Module Button Setup 133
Adjust the Key Expansion Module Screen Brightness 134
CHAPTER 12 Frequently Asked Questions 135

Why Can't I See All Active Calls on My Phone? 136
How Do I Redirect an Incoming Call? 136
How Do I Silence a Ringing Call If I'm On a Call? 136
How Do I Resume a Call that is On Hold? 136
What Is the Difference Between Buttons on the Left and Those on the Right of the
Screen? 137
Why Do Softkeys Keep Changing? 137
What Is the Best Way to Look at Calls When I Have a Shared Line or Multiple Lines? 137
What Should I Do If I Accidentally Press a Button While on a Call? 138
How Do I Check Missed Calls? 138
How Do I Exit from a Running Application? 138
How Do I Connect Two Calls and then Drop from the Line Myself? 139
What Does the Swap Softkey Do? 139
How Do I Cancel a Conference or Transfer After I Start It? 140
How Can I Combine Two Calls Into a Single Conference Call? 140
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Contents
Where Should I Mount My Cisco Unified Video Camera? 140

How Can I Prevent Theft of my Cisco Unified Video Camera? 140
Why can I not see video on a call? 141
What Does the Preview Softkey Do? 141
What Happens to Video When I Put a Call On Hold? 141
What Do the Light Colors on My Cisco Unified Video Camera Indicate? 142
How Do I Close the Shutter on my Cisco Unified Video Camera? 142
Why Does the Video on my Cisco Unifed Video Camera Appear Too Dark? 142
Why Does My Phone Not Wake Up? 142
What Do Four Rings in Succession Mean? 143
Why Can't I Turn On VXC? 143
Why Is the VXC VPN Status "Not Connected"? 143
Why Does VXC Show a "Session Lost" Error? 144
CHAPTER 13 Troubleshooting 145

Missing Alert Calls Button 145
Missing All Calls Button 145
Cannot Sign In to the Personal Directory 146
Cannot Access the Self Care Portal 146
Security Error Message 146
Report Call Quality Issues 147
Documentation, Service Requests, and Additional Information 147
CHAPTER 14 Product Safety and Security 149

Safety and Performance Information 149
Power Outage 149
External Devices 149
Bluetooth Wireless Headset Performance 150
Ways to Provide Power to Your Phone 150
Phone Behavior During Times of Network Congestion 150
FCC Compliance Statements 150
FCC Part 15.21 Statement 151
FCC RF Radiation Exposure Statement 151
FCC Receivers and Class B Digital Statement 151
Cisco Product Security Overview 151
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Contents
Important Online Information 152
CHAPTER 15 Warranty 153

Cisco One-Year Limited Hardware Warranty Terms 153
xii
CHAPTER 1
Getting Started
• Accessibility Features, page 1
• Cisco Unified IP Phone 8961, page 1
• Power Save and Power Save Plus, page 28
• Additional Information, page 29
Accessibility Features
The Cisco Unified IP Phones 8961, 9951, and 9971 provide accessibility features for the vision impaired, the
blind, and the hearing and mobility impaired.
For detailed information about the accessibility features on these phones, see Accessibility Features for the
Cisco Unified IP Phone 8961, 9951, and 9971.
You can also find more information about accessibility at this Cisco website:
http://www.cisco.com/web/about/responsibility/accessibility/index.html
Cisco Unified IP Phone 8961

The following sections describe attributes of the Cisco Unified IP Phone 8961.
Phone Connections for Cisco Unified IP Phone 8961

Connect your phone to the corporate IP telephony network, using the following diagram.
1
Getting Started
1 DC adapter port (DC48V) 5 Computer port (10/100/1000 PC) connection
2 AC-to-DC power supply (optional) 6 Handset connection
3 AC power wall plug (optional) 7 Analog headset connection (headset optional)
4 Network port (10/100/1000 SW) with IEEE 8 Anti-theft security lock connector (lock optional)
802.3af and 802.3at power enabled
The following diagram shows the phone from the side.
2
Getting Started
Buttons and Hardware
1 USB port 2 Accessory connector; for example, to connect a Cisco Unified IP Color Key
Expansion Module
Note Each USB port supports the connection of up to five supported and nonsupported devices. Each device
connected to the phone is included in the maximum device count. For example, the USB port on your
phone can support a maximum of five USB devices (such as three Cisco Unified IP Color Key Expansion
modules, one hub, and one other standard USB device). Many third-party USB products count as multiple
USB devices, for example, a device containing USB hub and headset can count as two USB devices. For
more information, see the USB device documentation.

Your phone provides quick access to your phone lines, features, and call sessions:
• Programmable feature buttons (left side): Use to view calls on a line or access features such as Speed
Dial or All Calls. (These buttons are also called feature buttons.)
• Session buttons (right side): Use to perform tasks such as answering a call, resuming a held call, or
(when not being used for an active call) initiating phone functions such as displaying missed calls. Each
call on your phone is associated with a session button.
3
Getting Started
1 Phone screen Shows information about your phone, including directory number, call information (for
example, caller ID, icons for an active call or call on hold) and available softkeys.
4
Getting Started
2 Session buttons Each button corresponds with an active call or a call function. When you press the button,
the action depends on the state of the phone:
• Active calls: Causes the phone to take the default action for an active call. For example,
if you press the session button for a ringing call, the call is answered and if you press
the button on a held call, the call resumes. Session information, such as caller ID and
call duration, appears on the phone screen next to the session button.
• Call functions: When a session button is not being used for an active call, it can be
used to initiate functions on the phone, as indicated by the adjacent phone screen
icons. For example, press the session button to display missed calls, take the phone
off hook, or dial your voicemail system (with a Voicemail icon).
Color LEDs reflect the call state. LEDs can flash (blink on and off rapidly), pulse (alternately
dim and brighten), or appear solid (glow without interruption).
•
Flashing amber : Ringing call. Press this button to answer the call.
•
Solid green : May be a connected call or an outgoing call that is not yet
connected. If the call is connected, press this button to display the call details or the
participants of a conference call. If the call is not yet connected, press this button to
end the call.
•
Pulsing green : Held call. Press this button to resume the held call.
•
Solid red : Shared line is in use remotely. Press this button to barge into call (if
Barge is enabled).
•
Pulsing red : Shared line call put on hold remotely. Press this button to resume
the held call.
The positions of the session buttons and feature buttons can be reversed on phones that use
a locale with a right-to-left reading orientation, such as Hebrew and Arabic.
3 Softkey buttons Allow you to access the softkey options (for the selected call or menu item) displayed on
your phone screen.
4 Back button Returns to the previous screen or menu.
5 Release button Ends a connected call or session.
5
Getting Started
6 Navigation pad and Select button The four-way Navigation pad allows you to scroll through menus, highlight items, and
move within a text input field.
The Select button (center of the Navigation pad) allows you to select a highlighted item.
The Select button is lit (white) when the phone is in Power Save or Power Save Plus mode.
Press the Select button to override Power Save and Power Save Plus mode.
7 Conference button Creates a conference call.
8 Hold button Places a connected call on hold and toggles between an active and held call.
9 Transfer button Transfers a call.
10 Keypad Allows you to dial phone numbers, enter letters, and choose menu items by entering the
item number.
11 Speakerphone button Selects the speakerphone as the default audio path and initiates a new call, picks up an
incoming call, or ends a call. During a call, the button is lit green.
The speakerphone audio path does not change until you select a new default audio path
(for example, by picking up the handset).
If external speakers are connected, the Speakerphone button selects them as the default
audio path.
12 Mute button Toggles the microphone on or off during a call. When the microphone is muted, the button
is lit red. When muted, you can hear the other parties on the call, but they cannot hear you.
13 Headset button Selects the headset as the default audio path and initiates a new call, picks up an incoming
call, or ends a call. During a call, the button is lit green.
A headset icon in the phone screen header line indicates that the headset is the default
audio path. This audio path does not change until you select a new default audio path (for
example, by picking up the handset).
6
Getting Started
Phone with Single Line
14 Volume button Controls the handset, headset, and speakerphone volume (off hook) and the ringer volume
(on hook).
Silences the ringer on the phone if an incoming call is ringing.
15 Autodials your voicemail system (varies by system).

Messages button
16 Applications button Opens/closes the Applications menu. Depending on how your system administrator sets
up the phone, use it to access applications such as call history, preferences, and phone
information.
17 Contacts button Opens/closes the Contacts menu. Depending on how your system administrator sets up the
phone, use it to access personal directory, corporate directory, or call history.
18 Phone display Can be positioned to your preferred viewing angle.
19 Programmable feature buttons Each button corresponds with a phone line, speed dial, or calling feature.
(also called feature buttons) Press a phone line button to display the active calls for that line.
If you have multiple lines, you may have an All Calls button that displays a consolidated
list of all calls from all lines (oldest at the top). If you do not see the All Calls button, your
system administrator may have set up the primary line to automatically display all calls.
For information on your set up, contact your system administrator.
Color LEDs indicate the line state:
•
Amber : Ringing call on this line
•
Green : Active or held call on this line
•
Red : Shared line in use remotely
20 Handset with light strip The handset light strip lights up to indicate a ringing call (flashing red) or a new voice
message (steady red).

The way that your system administrator set up your phone determines what is displayed on your phone screen.
7
Getting Started
1 Line label Displays the line phone information.
2 Header Displays the date, time, and other information (such as phone number) about
the selected line.
If you are on a call and highlight the header instead of a call, the displayed
softkeys are the same as those that display when the phone is idle. This is useful,
for example, if you want to access the Forward All or New Call softkeys while
you are on a call.
3 Session button label Displays information (such as phone number and duration) about a connected
(for connected call) call on the line.
The timer counts the call duration in minutes and seconds (MM:SS) until the
call exceeds 60 minutes. Then the timer counts hours and minutes (HH:MM).
4 Session button label Displays information (such as phone number and duration) about a held call on
(for held call) the line.
Press the corresponding session button to resume the held call.
5 New Call icon Indicates you can press the corresponding session button to make a new call.
6 Softkeys Softkey options for the selected (highlighted) call only.

If you select a different call (for example, you press a feature button, press the
Navigation pad, or answer a ringing call), the softkey options may change.
8
Getting Started
Phone with Multiple Lines

If you have multiple lines, you may find it useful to use All Calls to view all calls on all lines. Your system
administrator can also set up your Primary Line key to automatically display all calls on all lines.
If you handle many calls at one time, use Answer to answer the oldest incoming call without having to scroll
down the call list and select the call.
For more information, contact your system administrator.
1 Primary line label Displays information about the primary phone line.
Look for the blue icon on the line label to see which line is selected. In this case, the primary
line is selected, and the information displayed is for the primary line only.
2 Header Displays the date, time, and other information (such as phone number) about the selected
line.
If you are on a call and highlight the header instead of a call, the displayed softkeys are the
same as those that display when the phone is idle. This is useful, for example, if you want
to access the Forward All or New Call softkeys while you are on a call.)
3 Session label (with Connected Displays information (such as call status and duration) about a connected call associated with
Call icon) the selected line.
4 Session labels (with Held Call Display information (such as call status and duration) about held calls associated with the
icons) selected line.
Calls are displayed on the right side of the phone screen from the oldest (at the top) to the
newest.
Press the session button next to a Held Call icon to resume the held call for that session.
9
Getting Started
5 Softkeys Softkey options for the selected call only.

If you select a different call (for example, you press a feature button or the Navigation pad,
or answer a ringing call), the softkey options may change.
6 Answer label Displays if your system administrator has assigned the Answer feature to the programmable
feature button.
Press this label or the corresponding button to answer the oldest incoming call without having
to scroll down the call list and select the call.
7 Speed-dial label Displays if you or your system administrator assigned a speed dial to the programmable
feature button. This is useful if you tend to have more than five active calls on your phone.
8 Nonprimary line labels Display calls and information about nonprimary phone lines.
9 All Calls label Displays if the All Calls feature is enabled. Press the corresponding button to display all calls
on all lines.
Calls are displayed on the right side of the phone screen from the oldest (at the top) to the
newest.
When you are on a call, press All Calls once to select the current call or the first call on the
list; press All Calls twice to select the header. With the header selected, the displayed softkeys
are the same as those that display when the phone is idle. This is useful, for example, if you
have multiple calls on your phone and want to access the New Call softkey.
Using the All Calls feature is recommended if you have multiple lines on your phone.
Your system administrator can also set up your phone so that the primary line key displays
the same list as All Calls. For more information, contact your system administrator.


10
Getting Started
1 DC adapter port (DC48V) 6 Handset connection
2 AC-to-DC power supply (optional for the 7 Analog headset connection (headset optional)
network port connection but required for a wifi
connection)
3 AC power wall plug (optional) 8 USB port
4 Network port (10/100/1000 SW) with 9 Anti-theft security connector (lock optional)
IEEE 802.3af and 802.3at power enabled
5 Computer port (10/100/1000 PC) connection 10 Camera pin holes (for Cisco Unified
Video Camera)
The following picture shows the side of the phone.
11
Getting Started
Bluetooth
1 USB port 3 Speaker port for output to optional

external speakers
2 Accessory connector; for example, for 4 Microphone port for input from optional external
connecting a Cisco Unified IP Phone Expansion microphone
Module
Note Each USB port supports a maximum of five supported and nonsupported devices that are connected to
the phone. Each device connected to the phone is included in the maximum device count. For example,
your phone can support five USB devices such as three Cisco Unified IP Color Key Expansion modules,
one hub, and one other standard USB device on the side port and five additional standard USB devices
on the back port. Many third-party USB products count as multiple USB devices, for example, a device
containing USB hub and headset can count as two USB devices. For more information, see the USB device
documentation.
Bluetooth
Your phone supports Bluetooth Class 2 technology when the headsets support Bluetooth. You can add and
pair up to five Bluetooth headsets to your phone, but the last Bluetooth headset connected becomes the default
for use with the phone.

• Programmable feature buttons (left side): Use to view calls on a line or access features such as Speed
Dial or All Calls. These buttons are also called feature buttons.
12
Getting Started
• Session buttons (right side): Use to perform tasks such as answering a call, resuming a held call, or
(when not being used for an active call) initiating phone functions such as displaying missed calls. Each
call on your phone is associated with a session button.
13
Getting Started
• Active calls: Press the button to take the default action for an active call. For example,
press the session button for a ringing call to answer the call and press the button on
a held call to resume the call. Session information, such as caller ID and call duration,
appears on the phone screen next to the session button.
icons. For example, press the session button to display missed calls, take the phone
off hook, or dial your voicemail system (with a Voicemail icon).
•
•
end the call.
•
•
Solid red : Shared line in use remotely. Press this button to barge into the call
(if Barge is enabled).
•
the held call.
3 Softkey buttons Allow you to access the softkey options (for the selected call or menu item) displayed on
your phone screen.
14
Getting Started
The Select button (center of the Navigation pad) allows you to select a highlighted item.
8 Hold button Places a connected call on hold and toggles between an ongoing and held call.
item number.
audio path.
is lit red.
When muted, you can hear the other parties on the call, but they cannot hear you.
13 Headset button Selects the headset as the default audio path and initiates a new call, picks up an incoming
call, or ends a call. During a call, the button is lit green.
A headset icon in the phone screen header line indicates the headset is the default audio
path. This audio path does not change until you select a new default audio path (for example,
by picking up the handset).
15
Getting Started
(on hook).

Messages button
information.
19 Programmable feature buttons Each button corresponds to a phone line, speed dial, and calling feature.
(also called feature buttons) Press a button for a phone line to display the active calls for that line.
•
•
•
Red : Shared line in-use remotely
The position of the programmable feature buttons can be reversed with the position of the
session buttons on phones that use a locale with a right-to-left reading orientation, such as
Hebrew and Arabic.

16
Getting Started
1 Line label Displays the line phone information.
2 Header Displays the date, time, and other information (such as phone number) about the selected
line.
3 Session button label (for connected Displays information (such as phone number and duration) about a connected call on the
call) line.
The timer counts the call duration in minutes and seconds (MM:SS) until the call exceeds
60 minutes. Then the timer counts hours and minutes (HH:MM).
4 Session label (for held call) Displays information (such as phone number and duration) about a held call on the line.
Press the corresponding session button to resume the held call.
5 New Call icon Indicates you can press the corresponding session button to make a new call.
6 Softkeys Softkey options for the selected (highlighted) call only.

If you select a different call (for example, you press a feature button, press the Navigation
pad, or answer a ringing call), the softkey options may change.

If you have multiple lines, you can use All Calls to view all calls on all lines. Your system administrator can
also set up your primary line key to automatically display all calls on all lines.
17
Getting Started
Look for the blue icon on the line label to see which line is selected. In this
case, the primary line is selected, and the information displayed is for the
primary line only.
2 Header Displays the date and time, and information (such as phone number) about
the selected line.
3 Session label (with Connected Call icon) Displays information (such as call status and duration) about a connected
call associated with the selected line.
4 Session label (with Held Call icon) Display information (such as call status and duration) about held calls
associated with the selected line.
Calls are displayed on the right side of the phone screen from the oldest (at
the top) to the newest.
Press the session button next to a Held Call icon to resume the held call for
that session.
5 Softkeys Softkey options for the selected call only.

If you select a different call (for example, you press a feature button, press
the Navigation pad, or answer a ringing call), the softkey options may change.
18
Getting Started
6 Answer label Displays if your system administrator has assigned the Answer feature to the
programmable feature button.
Press this label or the corresponding button to answer the oldest incoming
call without having to scroll down the call list and select the call.
7 Speed-dial label Displays if you or your system administrator assigned a speed dial to the
programmable feature button.
8 Nonprimary line labels Display information about nonprimary phone lines.
9 All Calls label Displays if the All Calls feature is enabled. Press the corresponding button
to display all calls on all lines.
Calls are displayed on the right side of the phone screen from the oldest (at
the top) to the newest.
Press the button once to select the current call or first call on the list. Press
the button twice to select the header line, which allows you to make a new
call.
With multiple lines, you may prefer the All Calls view.
Your system administrator can also set up your phone so that the primary
line key displays the same list as the All Calls button. For more information,
contact your system administrator.


19
Getting Started
1 DC adapter port (DC48V) 7 Analog headset connection (optional)
2 AC-to-DC power supply (optional for the 8 USB port

network port connection but required for a Wi-Fi
connection)
3 AC power wall plug (optional) 9 Anti-theft security lock connector (lock optional)
4 Network port (10/100/1000 SW) with 10 Camera pin holes (for Cisco Unified
IEEE 802.3af and 802.3at power enabled Video Camera)
5 Computer port (10/100/1000 PC) connection 11 Secure Digital I/O (SDIO) slot (not used for this
release)
6 Handset connection
The following picture shows the side of the phone.
20
Getting Started
Wireless Connection and Bluetooth
1 USB port 3 Speaker port for output to optional

external speakers
2 Accessory connector; for example, for connecting 4 Microphone port for input from optional external
a Cisco Unified IP Phone Expansion Module microphone
Note Each USB port supports the connection of up to five supported and nonsupported devices. Each device
connected to the phone is included in the maximum device count. For example, your phone can support
five USB devices (such as three Cisco Unified IP Color Key Expansion modules, one hub, and one other
standard USB device) on the side port and five additional standard USB devices on the back port. Many
third-party USB products count as multiple USB devices, for example, a device containing USB hub and
headset can count as two USB devices. For more information, see the USB device documentation.
Wireless Connection and Bluetooth

Your phone can be connected to a wireless network using 802.11a or 802.11b/g, but your system administrator
sets up the connection. For more information, contact your system administrator.
Your phone supports Bluetooth Class 2 technology when the headsets support Bluetooth. You can pair and
connect up to five Bluetooth headsets to your phone, but the last Bluetooth headset connected becomes the
default for use with the phone.

• Use the feature buttons (on the left) to view calls on a line or access features such as Speed Dial or All
Calls.
21
Getting Started
• Use the call session buttons (on the right) to perform tasks such as making a call, answering a call, or
resuming a held call. Each call on your phone is associated with a session button.
Phone screen items, such as menu options and softkeys, are touch-sensitive.
22
Getting Started
• Active calls: Press the button to take the default action for an active call. For example,
press the session button for a ringing call to answer the call and press the button on
a held call to resume the call. Session information, such as caller ID and call duration,
appears on the phone screen next to the session button.
icons. For example, press the session button to display missed calls, take the phone off
hook, or dial your voicemail system (with a Voicemail icon).
•
•
end the call.
•
•
Solid red : Shared line in use remotely. Press this button to barge into the call
(if Barge is enabled).
•
the held call.
23
Getting Started
The Select button (center of the Navigation pad) allows you to select a highlighted item,
disable the phone screen for cleaning, or enable the phone screen if it is in power-save
mode.
7 Hold button Places a connected call on hold and toggles between an active and held call.
item number.
audio path.
is lit red.
When muted, you can hear the other parties on the call, but they cannot hear you.
12 Headset button Selects the wired or wireless headset as the default audio path and initiates a new call, picks
up an incoming call, or ends a call. During a call, the button is lit green.
A headset icon in the phone screen header line indicates the headset is the default audio
path. This audio path does not change until a new default audio path is selected (for example,
by picking up the handset).
24
Getting Started
(on hook).

Messages button
information.
18 Programmable feature buttons Correspond to phone lines, speed dials, and calling features.
(also called feature buttons) Press a button for a phone line to display the active calls for that line.
•
•
•
Red : Shared line in-use remotely

25
Getting Started
1 Header Displays the date, time, and information (such as phone number) about the selected line.
2 Primary line label Displays the primary line phone information.
3 Session label Displays information (such as call status and duration) about active calls associated with
the selected line. Calls are displayed in order of the oldest (at the top) to the newest.
4 New Call icon A touch-sensitive icon you can press to make a new call.
5 Softkeys Touch-sensitive softkey options for the selected (highlighted) call only.
If you select a different call (for example, you press a feature button, press the Navigation
pad, or answer a ringing call), the softkey options may change.

If you have multiple lines, you can use All Calls to view all calls on all lines. Your system administrator can
also set up your primary line key to automatically display all calls on all lines.
26
Getting Started
1 Header Displays the date and time, and information (such as phone number) about the selected line.
(If you are on a call and highlight the header instead of a call, the softkeys that display are the
same as those that display when the phone is idle. This is useful, for example, if you want to
access the Forward All or New Call softkeys while you are on a call.)
2 Session label (for connected Displays information (such as call status and duration) about a connected call on the selected
call) line.
The timer counts the call duration in minutes and seconds (MM:SS) until the call exceeds 60
minutes. Then the timer counts hours and minutes (HH:MM).
3 Session label (for held call) Display information (such as call status and duration) about held calls associated with the selected
line.
Calls are displayed on the right side of the phone screen from the oldest (at the top) to the newest.
Press the session button next to a Held Call icon to resume the held call for that session.
The timer counts the call duration in minutes and seconds (MM:SS) until the call exceeds 60
minutes. Then the timer counts hours and minutes (HH:MM).
4 Softkeys Touch-sensitive softkey options.
5 Answer label Displays if your system administrator has assigned the Answer feature to the programmable
feature button.
Press this label or the corresponding button to answer the oldest incoming call without having
to scroll down the call list and select the call.
6 Speed-dial label Displays if you or your system administrator assigned a speed dial to the programmable feature
button.
7 Nonprimary line labels Display information about nonprimary phone lines.
27
Getting Started
Power Save and Power Save Plus
8 All Calls label Displays if the All Calls feature is enabled. Press the corresponding button to display all calls on
all lines.
Calls are displayed on the right side of the phone screen from the oldest (at the top) to the newest.
When you are on a call, press All Calls once to select the current call or the first call on the list;
press All Calls twice to select the header. With the header selected, the softkeys that display are
the same as those that display when the phone is idle. This is useful, for example, if you have
multiple calls on your phone and want to access the New Call softkey.
Using the All Calls feature is recommended highly if you have multiple lines on your phone.
Look for the blue icon on the line label to see which line is selected. In this case, the primary line
is selected, and the information displayed is for the primary line only.
Your system administrator can also set up your phone so that the primary line key displays the
same list as the All Calls button. For more information, contact your system administrator.
Power Save and Power Save Plus

Your administrator can set up these energy-saving modes:
• Power Save
• Power Save Plus
Power Save
Depending on how your administrator sets up your phone, the phone display may go into a power-save mode.
In power-save mode the phone screen appears blank and the Select button is lit white.
To turn on the phone display, press any button or lift the handset.
Power Save Plus

Your phone supports Cisco EnergyWise (EW), which is also known as power save plus. Your administrator
sets up sleep (power down) and wake (power up) times for your phone to save energy. If your phone goes
into power save plus, the Select button is lit white.
Ten minutes before the scheduled sleep time, the Select button lights up; you receive a message that your
phone will power off at a specific time. If configured, you may also hear a ringtone. The ringtone plays
according to the following schedule:
• At 10 minutes before power off, the ringtone plays four times
• At 30 seconds before power off, the ringtone plays 15 times or until the phone powers off
28
Getting Started
Additional Information
If your phone is inactive (idle) at the sleep time, a message reminds you that your phone is about to power
down. To keep the phone active, press OK in the message or any key on the phone.
If your phone is active, it waits until it has been inactive for a while before telling you of the pending power
shutdown.
After your phone goes to sleep, press Select to wake it up. At the configured wake time, your phone powers
up.
Wake and sleep times are also linked to the configured days that you normally work. If your requirements
change (for example, your work hours or work days change), contact your administrator to have your phone
reconfigured.
You can access the Cisco website at this URL: http://www.cisco.com/
Within the Cisco website, you can find the following information:
• Cisco Unified IP Phone 9951 and 9971 quick reference cards, quick start guides, and end-user guides:
http://cisco.com/en/US/products/ps10453/products_user_guide_list.html
• Cisco Unified IP Phone 8961 quick reference cards, quick start guides, and end-user guides:
http://www.cisco.com/en/US/products/ps10451/products_user_guide_list.html
• Licensing information:
http://cisco.com/en/US/products/ps10453/products_licensing_information_listing.html
• Cisco international websites:
Allows access to international Cisco websites from www.cisco.com by clicking the Worldwide [change]
link at the top of the web page.
29
Getting Started
30
CHAPTER 2
Phone Setup
• Connect Footstand, page 31
• Adjust Phone Display Viewing Angle, page 32
• Adjust the Handset Rest, page 33
• Secure the Phone with a Cable Lock, page 34
Connect Footstand
If your phone is placed on a table or desk, connect the footstand to the back of the phone.
31
Phone Setup
Adjust Phone Display Viewing Angle
Procedure
Step 1 Insert the curved connectors into the lower slots.

Step 2 Lift the footstand until the connectors snap into the upper slots.
Note Connecting and disconnecting the footstand may require a little more force than you expect.
Adjust Phone Display Viewing Angle

The viewing angle of the phone display can be adjusted according to your preference.
Procedure
Hold the handset and cradle with your left hand, hold the right side of the bezel (to the right of the display)
with your right hand, and then move your hands back and forth in opposite directions to adjust the angle.
The following figure shows the display angle of the Cisco Unified IP Phone 9971.
32
Phone Setup
Adjust the Handset Rest
Adjust the Handset Rest

If your phone is wall-mounted or if the handset slips out of the cradle too easily, you may need to adjust the
handset rest to ensure that the receiver does not slip out of the cradle.
Procedure
Step 1 Remove the handset from the cradle and pull the plastic tab from the handset rest.
Step 2 Rotate the tab 180 degrees.
Step 3 Hold the tab between two fingers, with the corner notches facing you.
Step 4 Line up the tab with the slot in the cradle and press the tab evenly into the slot. An extension protrudes from
the top of the rotated tab.
Step 5 Return the handset to the handset rest.
33
Phone Setup
Secure the Phone with a Cable Lock
Secure the Phone with a Cable Lock

You can secure your phone with a laptop cable lock up to 20 mm wide.
Procedure
Step 1 Take the looped end of the cable lock and wrap it around the object to which you want to secure your phone.
Step 2 Pass the lock through the looped end of the cable.
Step 3 Unlock the cable lock.
Step 4 Press and hold the locking button to align the locking teeth.
Step 5 Insert the cable lock into the lock slot of your phone and release the locking button.
Step 6 Lock the cable lock.
34
CHAPTER 3
Basic Operations
• Clean the Phone Screen, page 35
• Clean the Phone Touchscreen Display, page 36
• Make Calls, page 36
• Navigate and Select Items, page 40
• View All Calls on Phone, page 40
• Answer Calls, page 41
• Answer Calls Automatically, page 43
• Answer Call Waiting, page 44
• Manage Calls, page 44
• Call Forward, page 46
• Mute Phone, page 47
• Hold Call, page 47
• Get Notified when a Contact is Available, page 49
• Call Park, page 49
• Intercom Calls, page 51
• Video Calls, page 52
• View Phone Information, page 54
• Sign In to the Cisco Unified Communications Self Care Portal, page 55
Clean the Phone Screen

Caution Do not use any liquids or powders on the phone because they can contaminate phone components and
cause failures.
35
Basic Operations
Clean the Phone Touchscreen Display
Procedure
Wipe the screen with a soft, dry cloth.
Clean the Phone Touchscreen Display

When the phone has a touchscreen, the touchscreen needs to be inactive before you clean the display.
Caution Use only a soft, dry cloth to wipe the phone display. Do not use any liquids or powders on the phone
because they can contaminate phone components and cause failures.
Procedure
Step 1 If the phone is in sleep mode, press Select so that the phone wakes up.
Step 2 Press and hold Select until you see the message Touchscreen Disabled to disable the phone screen.
The phone screen reenables automatically after 60 seconds.
Step 3 Clean the display using a soft, dry cloth.

Step 4 To reenable the phone screen manually after cleaning, press Select until you see the message Touchscreen
Enabled.
Make Calls
Here are some easy ways to place a call on your Cisco Unified IP Phone.
• You can dial on-hook, without a dial tone (predial). To predial, enter a number, then go off-hook by
lifting the handset, or pressing Dial, , or .
• Press Turn On to enable the Enable Video On/Off feature, or press Return to return to the Setup screen.
Note • If parties on a call hear a beep tone, the call may be monitored or recorded. For more information,
contact your system administrator.
• Your phone may be set up for international call logging, which is indicated by a “+” symbol on the
call history, redial, or call directory entries. For more information, contact your system administrator.
• If Confidential Access Level (CAL) is enabled, you may see different messages about your call. If
your call fails due to an incompatible CAL, you see a failure message. For more information, contact
your administrator.
36
Basic Operations
Make a Call with the Speakerphone
Make a Call with the Speakerphone

Your administrator can configure your phone to disable the speakerphone.
Procedure
Step 1
Press Speakerphone .
Step 2 Enter a number.
Place Call Using Headset

Procedure
Step 1 If the headset button is lit, press New Call and enter a number.
Step 2
If the headset button is not lit, press and enter a number.
Release Call and Start Another Call

When you are on an active call or dialing, and want to release the call, the following actions occur:
• The active call ends
• The phone provides dial tone
• The New Call displays
Procedure
Step 1 When you are on an active call or while dialing, press Release.
Step 2 Enter the required number and press Dial.
Dial Number On-Hook

On-hook dialing allows you to enter a phone number before getting a dial tone and lift the handset to complete
the call.
37
Basic Operations
Dial an International Number
Your system administrator can enable your phone to check your Call History records and display the closest
matches while you are entering the number. For example, if your Call History has the entry 987-6543, this
entry displays as you enter the digits 987. When the desired number displays, you can select it to place the
call to that number.
Procedure
Step 1 Enter or speed-dial a phone number.

The On-Hook Dialing screen displays.
Step 2 Press Call. If you are specifying an Abbreviated Dial, enter the abbreviated number and then press Speed
Dial.
Step 3 Lift the handset, or press Speakerphone or Headset.
Step 4 If you hear a tone and see the message Enter Authorization Code, enter the Forced Authorization
Code (FAC) given to you by your system administrator.
Step 5 If you hear a tone and see the message Enter Client Matter Code, enter the Client Matter Code
(CMC) given to you by your system administrator.
If authorized by the system, the call proceeds.
Dial an International Number

You can dial international calls when you prefix the phone number with a plus (+) sign.
Procedure
Step 1 Press and hold star (*) for at least 1 second.

The plus (+) sign is displayed as the first digit in the phone number. The tone changes to indicate that the *
has changed to a + sign. You hear the tone if you are off-hook.
Step 2 Dial the number.

Ten seconds after the last key press, the phone dials the number.
Redial a Number
You can call the most recently dialed phone number.
Procedure
Step 1 (Optional) Select a line.

Step 2 Press Redial.
38
Basic Operations
Make Priority Call with Login to SIP
Make Priority Call with Login to SIP

Depending on how your system administrator configures your phone system, your phone might support making
and receiving secure calls using the Assured Services for SIP Lines (AS-SIP) feature.
With this feature, routine calls are placed normally. However, during an emergency you can select a priority
level that helps ensure the delivery of critical calls. Depending upon how your telephone is configured, you
may be required to enter your login information also.
When you receive a priority call, a precedence level icon displays next to the caller’s name on your phone
display.
Procedure
Step 1 Retrieve the handset from the cradle

Step 2 Press the PrecLevel softkey.
Step 3 Select a priority level for the call.
Step 4 Enter your credentials on the authorization screen. You have three opportunities to enter your login information
correctly.
Step 5 Enter the destination number.
You hear the precedence ring back tone and the precedence level icon displays on the screen.
Make Priority Call Without Login to SIP

Depending on how your system administrator configures your phone system, your phone might support making
and receiving secure calls using the Assured Services for SIP Lines (AS-SIP) feature. You may be required
to enter login information.
To place a priority call without logging in, follow these steps:
Procedure
Step 1 Retrieve the handset from the cradle.

Step 2 Press PrecLevel.
Step 3 Selects the desired priority level for the call.
Step 4 Enter the destination number.
You hear the precedence ringback tone and the precedence level icon displays on the screen.
39
Basic Operations
Navigate and Select Items
Navigate and Select Items

Task Action Example
Scroll to highlight an item. Press the Navigation pad. Highlight a call from the missed call list.
Select an item by number. Press the corresponding number on the Press 2 to select the second item in the
keypad. Applications menu.
Select an item using the Select button. Press Select at the center of the Navigation Highlight the Preferences application and
pad. press Select.
Navigate to a submenu. Highlight the menu item and press the item Highlight the Network Setup menu, then press
number on the keypad. 1 to open the submenu.
A right arrow (>) next to the menu
item indicates that a submenu exists. Or press the down arrow on the Navigation
pad and then press the Select button.
Select a line to use a calling feature Press the line button. Press the line button and then press Forward
(when the line is idle). All to forward calls on that line.
Indicators of your line selection include:
• The selected line is displayed on the
phone screen header.
• Color of the icon (on the line label)
changes to blue.
Select a line to use a calling feature Press the line button. Press the line button twice and then press
(when the line has one or more active Indicators of your line selection include: Forward All to forward calls on that line.
calls).
• The selected line is displayed on the
phone screen header.
• Color of the icon (on the line label)
changes to blue.
View All Calls on Phone

All Calls allows you to view a list, sorted in chronological order (oldest first), of all active calls on all of your
phone lines. You see the normal phone calls as well as shared line, barged calls, and conference calls.
You use this feature if you have multiple lines or if you share lines with other users. With the All Calls view:
• All active calls display on one place, making it easy to view and interact with calls on any line.
• When you lift the handset, the phone selects your primary line, which helps prevent inadvertent use of
a shared line for dialing.
40
Basic Operations
Answer Calls
• You can press the flashing amber session button to answer a ringing call on any line. You do not need
to first select the line with the ringing call before answering it.
Your system administrator sets up the All Calls button depending on your call-handling needs and work
environment.
The All Calls button is the session key with an associated icon . When the icon changes to , you have
missed a call. Press the (icon) to view the call history information for the missed call.
Your system administrator can also set up your primary line to automatically display all calls. Your system
administrator can also set up your phone so that after a call completes, the primary line with the All Calls
view displays.
Procedure
Step 1 To view all calls, press All Calls.

Step 2 If you do not see the All Calls button, press your primary line key.
Answer Calls
Your Cisco IP Phone works just like a regular phone. But we make it easier for you to answer calls.
Answer the Oldest Call First

You can answer the oldest call available on all your phone lines, including Hold Reversion and Park Reversion
calls that are in an alerting state. Incoming calls always have priority over Held or Park Reversion calls.
When working with multiple lines, you typically press the line button for the incoming call you want to answer.
If you just want to answer the oldest call regardless of line, press Answer.
Call Pickup
Call Pickup allows you to answer a call that is ringing on a coworker’s phone by redirecting the call to your
phone. Your system administrator sets up call groups and can assign you to one or more call groups. Your
system administrator also sets up the Call Pickup softkeys depending on your call-handling needs and work
environment.
You might use Call Pickup if you share call-handling tasks with coworkers.
There are three ways you can pick up a call:
Pickup
Allows you to answer a call that is ringing on another phone within your call pickup group.
If multiple calls are available for pick up, your phone picks up the oldest call first (the call that has been
ringing for the longest time).
41
Basic Operations
Answer a Call Within Your Group (Pickup)
Group Pickup
Allows you to answer a call on a phone that is outside your call pickup group by:
Using a group pickup number (provided by your system administrator).
Dialing the number of the ringing phone.
Other Pickup
Allows you to answer a call that is ringing on another phone within in your call pickup group or in an
associated call pickup group.
You can also monitor and pick up ringing calls using Line Status indicators if your system administrator has
set up Line Status indicators on speed-dial buttons for you. Line Status indicators allow you to see if a line
associated with a speed-dial button is idle, in-use, in a Do Not Disturb state, or ringing.
Related Topics
Line Status Indicators, on page 82
Answer a Call Within Your Group (Pickup)

You can answer a call that rings on another phone within your call pickup group. If multiple calls are available
for pickup, you'll answer the call that has been ringing for the longest time.
Procedure
Step 1 (Optional) Press the line button.

Step 2 Press PickUp to transfer an incoming call within your pickup group to your phone.
Step 3 Press Answer to connect to the call when the call rings.
Answer a Call Using Group PickUp and a Phone Number

Group PickUp allows you to answer a call on a phone that is outside your call pickup group
Procedure
Step 1 Press Group PickUp.

Step 2 Enter the number of the phone line with the call that you want to pick up.
For example, if the call is ringing on line 12345, enter 12345.
Step 3 Press Answer to connect to the call when the call rings.
42
Basic Operations
Answer a Call Using Group PickUp and a Group PickUp Number
Answer a Call Using Group PickUp and a Group PickUp Number

Procedure
Step 1 Press Group PickUp.

Step 2 Enter the group pickup number.
Step 3 Press Answer to connect the call when the call rings.
Answer a Call From an Associated Group (Other Pickup)

Procedure
Step 1 (Optional) Press the line button

Step 2 Press PickUp to answer a call in your pickup group or in a group that is associated with your phone.
Step 3 If the call rings, press Answer to connect to the call when the call rings.
Answer Calls Automatically

If your phone is set up to automatically answer calls, then you don't need to do anything special when your
phone rings. After one ring, you're automatically connected to the call using the speakerphone.
However, if you would rather use your headset to answer the call, you need to set it up first.
Procedure
Step 1 Connect your headset to your phone.

Step 2
Make sure that the Headset button lights up.
Step 3 When your phone automatically answers the incoming call, just talk to the caller using your headset.
If you don't want to use your headset anymore, press the Headset button to turn it off, and use the handset or
speakerphone instead.
43
Basic Operations
Answer Call Waiting
Answer Call Waiting

Call Waiting provides the following to notify you that a new call is ringing on your phone when you are
talking on another call:
• Call Waiting tone (single beep)
• An amber flashing line button
This feature is configured by the administrator.
Procedure
Step 1 To answer the ringing call, press the flashing amber session button or press Answer to answer the call. You
can also scroll to the call and press Select to answer it. Your phone puts the original call on hold automatically
and connects the ringing call.
Step 2 If the call is on a different line, you must first press the line button or All Calls, if available, to display the
ringing session and then answer the call.
Step 3 If the call is on the same line and not visible, as there are many calls, then you must scroll to display the
sessions.
Step 4 If a programmable feature button is set up by your system administrator to answer calls, you can press the
feature button to answer a ringing call, regardless of the line of the call or the line that is currently visible.
The phone automatically switches the line to display the call.
Manage Calls
Divert a Call
You can send an active or ringing call to your voicemail system or to a predetermined phone number.
You can silence the incoming (ringing) call. Press Volume down once, and then let the incoming call go to
the target number (voicemail or predetermined number set up by the administrator).
Procedure
Decline a call by performing one of the following actions:

• To redirect an incoming (ringing) call while on another call, highlight the incoming call, and then press
Divert. Otherwise, press Divert to redirect the current, active call.
• To redirect an incoming call when you are not on a call, press Divert.
• To redirect a held call, press Divert.
44
Basic Operations
Transfer Call to Another Number
Transfer Call to Another Number

Transfer allows you to redirect a connected call from your phone to another number:
• You can redirect a single call to another number that you specify.
• You can also connect two calls on one line or two different lines to each other (without remaining on
the line yourself).
Before completing a transfer procedure, you can press Release or Cancel to cancel the transfer or you can
press Swap to toggle between calls, which allows you to speak privately with each party.
Procedure
Step 1 Start with an active call (not on hold).

Step 2 Press Transfer and do one of the following to enter the transfer recipient’s phone number:
• Press the pulsing green session button of a held call (right side).
• Enter the transfer recipient’s phone number.
• Scroll to a Call History record and press Call.
• Press a speed-dial button.
• Press Speed Dial, enter a speed-dial number or highlight the number you want to call, and press Speed
Dial again.
• Press Active Calls and select a held call. The transfer completes immediately.
• If the Simplified New Call window is enabled, press Directory to select a contact from the phone
directory.
Note When the Simplified New Call window is disabled, you cannot search the directory to find a
number to receive the transferred call.
Step 3 Press Transfer or Trnsfer.

You need to hear the ring tone before you press Transfer. You do not need to wait for the recipient to answer
to complete the transfer.
Consult Before You Complete a Transfer

Before you transfer a call, you can talk to the person that you're transferring the call to. You can also swap
between that call and the call that you're transferring, before you complete the transfer.
Before You Begin

You have an active call that needs to be transferred.
45
Basic Operations
Record a Call
Procedure
Step 1 Press Transfer .

Step 2 Press Swap to return to the held call.
Step 3 Press Transfer to complete the transfer.
Record a Call
You can record a call. You might hear a notification tone as you record the call.
Procedure
Press Record to start or stop recording.
Call Forward
You can forward calls from any line on your phone to another number. Call forward is phone-line specific.
If a call reaches you on a line where call forwarding is not enabled, the call rings as usual.
There are two types of call-forwarding features that your administrator can set up on your phone:
• Unconditional call forwarding (call forward all) — Applies to all calls that you receive. You can set up
call forward all directly on your phone for any line. To set up call forward all remotely, go to the Self
Care Portal.
• Conditional call forwarding (call forward no answer, call forward busy, call forward no coverage) —
Applies to certain calls that you receive. To set up conditional call forwarding remotely, go to the Self
Care Portal.
Forward Calls
Procedure
Step 1 Press Forward all on any idle line from which you want to forward all calls.
Step 2 Enter the call forward target number exactly as you would dial it from your phone, or select an entry from
your list of recent calls.
46
Basic Operations
Mute Phone
Mute Phone
You can block audio input for your handset, headset, and speakerphone, so that you can hear other parties on
the call but they cannot hear you.
When the Separate Audio and Video Mute feature is enabled, you mute the audio but continue to send a video
image when you press Mute during a video call. This allows the other parties to see you but not to hear you.
When this feature is disabled, you mute both the audio and the video image when you press Mute during a
video call.
The Separate Audio and Video Mute feature is disabled by default. See your administrator to have it enabled.
Procedure
Step 1 Press Mute to turn Mute on.

Step 2 Press Mute again to turn Mute off.
Hold Call
Hold allows you to put an active call into a held state. Your phone allows one active call at a time; other calls
are put on hold.
Hold works with your phone handset as well as with USB headsets.
Procedure
Step 1
To put a call on hold, press the Hold hardkey.
The Hold icon displays and the line button pulses green.
Step 2 To resume the highlighted call, do one of these:
• Press Hold again.
• Press the pulsing green session button.
• Press the call session on the phone display (applicable for Cisco Unified IP Phone 9971 only).
• Press Resume.
• Press Select in the Navigation pad.
47
Basic Operations
Swap Between Active and Held Calls
Swap Between Active and Held Calls

Use the session buttons to swap between holding and connected calls.
Procedure
If you have a held call and an active call, press Session for the held call to resume that call and place the other
call on hold automatically.
Put Call on Hold by Answering New Call

If you are already on a call and receive a new call, answering the new call puts the first call on
hold automatically.
Answer the new call with one of the following methods:
Procedure
Step 1 Press the flashing amber Session button or press Session on the touchscreen (applicable for Cisco Unified IP
Phone 9971 only).
Step 2 Navigate to the new call using the Navigation pad and either press Answer or Select.
Answer a Call Left on Hold for Too Long

You can be notified when a call is left on hold. The notification is similar to an incoming call notification and
includes these cues:
• Single ring, repeating at intervals
• Flashing amber line button
• Flashing message indicator on the handset
• Visual notification on the phone screen
Procedure
Press the flashing amber line button or Answer to resume the held call.
Determine If a Shared Line Is On Hold

If a call on a shared line is placed on hold, a pulsing red line button and the hold icon display on the phone
screen.
48
Basic Operations
Remote Hold
Remote Hold
When you place a call on hold while using a shared line, the line button pulses green and your phone displays
the Hold icon. When another phone places a call on hold, the line button pulses red and your phone displays
the Remote Hold icon.
Get Notified when a Contact is Available

If you call someone and their line is busy or they do not answer, you can be notified with a special ringtone
when they are available.
Procedure
Step 1 Press Callback while you are listening to the busy tone or ring sound.
Step 2 Press Exit to exit the confirmation screen.
Step 3 When you hear the ringtone that the person is available, press Dial to place the call again.
Call Park
You can use your phone to park (temporarily store) a call. You can then retrieve the call from another phone
(such as a phone at a coworker’s desk or in a conference room).
There are two ways you can park a call:
Park
Allows you to park an active call that you answered on your phone. You can then use another phone
in the Cisco Unified Communications Manager system to retrieve the call.
Directed call park

Allows you to park and retrieve an active call in two different ways:
• Assisted directed call park—You use a feature button to park an active call; your administrator
sets up the button as a speed-dial line.
With this type of directed call, you can use line status indicators to monitor the status of the line
(in-use or idle).
• Manual directed call park—You park an active call by transferring it to a directed call number,
which your administrator sets up.
To retrieve the call at another phone, you dial a park retrieval prefix number. You then dial the
directed call number that you used to park the call.
Your administrator sets up either the directed call park or the park feature on your phone, but not both.
49
Basic Operations
Park and Retrieve a Call Using Call Park
Related Topics
Line Status, on page 82
Park and Retrieve a Call Using Call Park

Procedure
Step 1 During a call, press Park, and then hang up.

Your phone displays the number where the system parked the call. The parked call is put on hold, and you
can press Resume to resume the call on your phone.
Step 2 From any other Cisco IP Phone in your network, enter the number where the call is parked to retrieve the call.
Step 3 If you do not retrieve the call within a certain amount of time (set by your system administrator) you receive
an alert tone, at which time you can:
• Press Answer to answer the call on your phone.
• Retrieve the call from another phone.
If you fail to retrieve or answer the call within a specified amount of time, the call is redirected to another
destination (set up by your system administrator), such as voicemail. If the call gets redirected, it can no longer
be retrieved by using Call Park.
Place a Call on Hold with Assisted Directed Call Park

Procedure
Step 1 On a call, press BLF Directed Call Park on a line that displays an idle line status indicator.
Step 2 Retrieve the call from any other phone in your network:
a) Enter the park retrieval prefix.
b) Dial the directed call number.
Step 3 If you do not retrieve the call within the time that your administrator has set, you receive an incoming call
with notification of CallPark Reversion. You can then press Answer to answer the call. The other phones can
no longer retrieve that call.
• Press Resume to resume the call on your phone.
50
Basic Operations
Place a Call on Hold with Manual Directed Call Park
Place a Call on Hold with Manual Directed Call Park

Procedure
Step 1 During a call, press Transfer .

Step 2 Enter the directed call number where you will park the call.
Step 3 Press Transfer again to finish parking the call and then hang up.
Step 4 Retrieve the call from any other phone in your network as follows:
a) Enter the park retrieval prefix.
b) Dial the directed call number.
Step 5 If you do not retrieve the call within the time that your administrator has set, you receive an alert tone. You
can then do one of the following:
• Press Resume to resume the call on your phone.
Intercom Calls
You can place and receive one-way calls using an intercom line.
When you place an intercom call, the recipient’s phone answers the call automatically with mute activated
(whisper mode).Your message is broadcast through the recipient’s speakerphone, headset, or handset, if one
of these devices is active.
After receiving the intercom call, the recipient can start two-way audio (connected mode) to allow for further
conversation.
Place a Dedicated Intercom Call

Procedure
Step 1 Press Intercom.

Your phone enters whisper mode until the recipient accepts the intercom call. If you are on an active call, that
call is placed on hold.
Step 2 Listen for the intercom alert tone, and then begin speaking.
Step 3 Press Intercom to end the call.
51
Basic Operations
Place a Dialable Intercom Call
Place a Dialable Intercom Call

Procedure
Step 1 Press Intercom.

Step 2 Enter the intercom code.
Your phone enters whisper mode until the recipient accepts the intercom call. If you are on an active call, that
call is placed on hold.
Step 3 Listen for the intercom alert tone, and then begin speaking.
Answer an Intercom Call

You can answer an intercom call to talk to the other person.
Before You Begin

You receive a message on your phone screen, and an audible alert. Your phone answers the intercom call in
whisper mode.
Procedure
Step 1 Press Intercom to switch to connected mode. In connected mode, you can speak to the intercom caller.
Video Calls
The Cisco Unified IP Phones supports phone calls that contain video (if present). With these phones, you do
not need to install the Cisco Unified Video camera to receive the video portion of a call.
Note The Cisco Unified IP Phone 8961 does not support video.
Toggle Between Phone and Video Display

When you hide the video, it moves to the background and is displayed with a blurred effect. Hide your video
when you want to see the phone desktop.
52
Basic Operations
Hide Softkeys in Full-Screen Video
Procedure
Step 1 Press Hide video to hide the video.

Step 2 Press Show video to show the video.
Hide Softkeys in Full-Screen Video

The softkeys display on the screen when a full-screen video call is enabled. If there is no user activity, the
softkeys automatically hide after 10 seconds.
Procedure
To display the softkeys, do one of the following actions:

• Press Mute.
• Change the state of the video such as by plugging in the camera.
• Touch the phone screen (Cisco Unified IP Phone 9971 only).
• Press any softkey (Cisco Unified IP Phone 9951 only).
Enable Full Screen Video

Procedure
Step 1 Press Full Screen.

Step 2 Press Minimize to return to the original view.
Mute Video
Mute allows you to block audio input for your handset, headset, and speakerphone, so that you can hear other
parties on the call but they cannot hear you.
When the Separate Audio and Video Mute feature is enabled, you mute the audio but continue to transmit a
video image when you press Mute during a video call. This allows the other parties to see you but not to hear
you. When this feature is disabled, you mute both the audio and the video image when you press Mute during
a video call.
The Separate Audio and Video Mute feature is disabled by default. See your administrator to have it enabled.
53
Basic Operations
Swap Views
Procedure
Step 1 Press Mute Video.

Step 2 Press Unmute Video to unmute the video.
Swap Views
Procedure
Press Swap to toggle between the full-screen view and the picture-in-picture (PIP) view.
The Swap is only available if you are in full-screen view.
Adjust the Picture-In-Picture Position

When you are on a video call, you can view both your incoming and your outgoing video at the same time.
Procedure
Step 1 Press PiP to activate.

Step 2 Press PiP again to move the PiP window counter-clockwise around your phone screen.
Step 3 (Optional) Press Swap to toggle between the full-screen view and the PiP view.
Step 4 (Optional) Disable PiP by returning the PiP window to the default lower right position.
View Phone Information

The Phone Information window displays the following information about your phone:
• Host Name
• IP Address (some phones display IPv4 Address and IPv6 Address)
• MAC Address
• Active Load
• Last Upgrade
• Active Server
• Stand-by Server
54
Basic Operations
Sign In to the Cisco Unified Communications Self Care Portal
Procedure
Step 1 Press Applications .

Step 2 Use the Navigation pad and Select button to scroll and select Phone Information.
Step 3 Press Exit softkey to return to the Applications screen.

Your phone is a network device that can share information with other network devices in your company,
including your personal computer. You can use your computer to sign in to the Cisco Unified Communications
Self Care Portal, where you can control features, settings, and services for your phone. For example, you can
manage your phone display language, set up services, add entries to your personal address book, and set up
speed-dial codes.
Before you can access any of your options, such as speed dial or personal address book, you must sign in.
When you finish using the portal, sign out.
Sometimes, you can access the Cisco Unified Communications Self Care Portal without signing in.
For assistance in using the portal, see the Cisco Unified Communications Self Care Portal User Guide at http:/
/www.cisco.com/en/US/products/sw/voicesw/ps556/products_user_guide_list.html.
Procedure
Step 1 Obtain the portal URL, user ID, and default password from your administrator.
Typically, the portal URL is http://ip_address or hostname/ucmuser.
Step 2 Open a web browser on your computer and enter the URL.
Step 3 If prompted to accept security settings, select Yes or Install Certificate.
Step 4 Enter your user ID in the Username field.
Step 5 Enter your password in the Password field.
Step 6 Select Login.
Step 7 Select Logout to sign out.
55
Basic Operations
56
CHAPTER 4
Contacts
• Corporate Directory, page 57
• Personal Directory, page 58
• Fast Dial, page 61
• Fast-Dial Codes with Personal Directory, page 61
• Cisco Web Dialer, page 63
Corporate Directory
You can look up a coworker's number from your phone, which makes it easier to give them a call. Your
administrator sets up and maintains the directory.
Search and Dial Contact

Procedure
Step 1 Press Contacts .

Step 2 Use the Navigation pad and Select button to scroll and select Corporate Directory.
Step 3 Select one or all of these search criteria to search for a coworker:
• First Name
• Last Name
Step 4 Enter the search criteria information, press Submit, and select a contact.
Step 5 To dial, perform one of these actions:
• Press Dial.
• Press Select.
• From the keypad, press the number that displays in the upper right corner of the contact label.
57
Contacts
Search and Dial Contact While on Call
• Press Speakerphone .
• Press Headset .
• Pick up the handset.
Search and Dial Contact While on Call

Procedure

Step 2 Use the Navigation pad and Select button to scroll and select Corporate Directory.
Step 3 Select one or both of these search criteria to search for a coworker:
• First Name
• Last Name
Step 4 Enter the search criteria information and press Search .

Step 5 Press Dial.
The phone puts the existing call on hold and makes the new call.
Personal Directory
Use the personal directory to store the contact information for friends, family, or coworkers. You can add
your own contacts to the personal directory and special speed dial codes to people who you often call.
You can set up your personal directory from your phone or from the Self Care portal. Use your phone to assign
speed dial codes to the directory entries.
Sign in and Out of a Personal Directory

Before You Begin
Before you can sign in to your personal directory, you need your user ID and PIN. Contact your administrator
if you don't know this information.
58
Contacts
Add Personal Directory Entry from Phone
Procedure

Step 2 Select Personal directory.
Step 3 Enter your user ID and PIN, and press Submit.
Step 4 To sign out, select Log out, press Select, and then press OK.
Add Personal Directory Entry from Phone

Procedure

Step 2 Sign in to Personal Directory.
Step 3 Select Personal Address Book.
The Search for an entry screen displays.
Step 4 Press Submit.
Step 5 Press New. You may need to press More first.
Step 6 Enter the nickname information.
You can also enter a name.
Step 7 Press Phones and enter the phone numbers.
Make sure you include any required access codes, such as 9 or 1.
Step 8 Press Submit to add the entry to your personal directory.
Search for a Contact in Your Personal Directory

Procedure

Step 2 Sign in to your personal directory.
Step 4 Select a search criteria.
Step 5 Enter your search criteria and press Submit.
59
Contacts
Dial a Number from Your Personal Directory
Dial a Number from Your Personal Directory

Procedure

Step 3 Select your Personal Directory.
Step 4 Press Submit to search for an entry.
Step 5 Select the entry that you want to dial.
Step 6 Perform one of the following actions:
• Press Dial.
• Press a line button.
• Press Speakerphone .
• Press Headset.
Edit Personal Directory Entry

Procedure

Step 3 Select Personal Address Book and search for an entry.
Step 4 Press Select.
Step 5 Press Edit.
Step 6 Modify the entry information.
Step 7 Press Phones to modify a phone number.
Step 8 Pres Update.
60
Contacts
Delete Personal Directory Entry
Delete Personal Directory Entry

Procedure

Step 3 Select Personal Address Book and search for an entry.
Step 5 Press Edit.
Step 6 Press Delete.
You may need to press More first.
Step 7 Press OK to confirm the deletion.
Fast Dial
Fast Dial allows you dial a phone number from the Fast Dial service on your phone.
Place Call with Fast Dial Button

Procedure
Step 1 Press Fast Dial.

Step 3 Select Personal Fast Dials.
• Use the keypad to enter the fast-dial code.
• Scroll to and select a fast-dial code and then press the Dial softkey.
Fast-Dial Codes with Personal Directory

You can use the Contacts menu on your phone to manage the fast-dial codes in your personal directory.
61
Contacts
Assign Fast-Dial Code to Personal Directory Entry
Assign Fast-Dial Code to Personal Directory Entry

Procedure

Step 2 Use the Navigation pad and Select button to scroll and select Personal Directory.
Step 4 Enter the name information and press Submit.
Step 5 Press Select and then press FastDial.
Step 6 Select a number and press Select.
Step 7 Scroll to an unassigned fast-dial index. You may have to press Next to get to more fast-dial indexes.
Call a Contact with a Fast-Dial Code

Procedure

Step 3 Select Personal Fast Dials and scroll to a fast-dial code.
Step 4 Select the required fast-dial code and press Dial.
Delete a Fast Dial Code

Procedure

Step 3 Select Personal Fast Dials and search for a fast-dial code.
Step 4 Select the required code and press Remove.
Step 5 Select the index and press Remove.
62
Contacts
Cisco Web Dialer
Cisco Web Dialer

You can use Cisco Web Dialer, a web browser, and your Cisco IP phone to make calls from web and desktop
applications. Use your web browser and go to a website or your company directory, and then click a hyperlinked
phone number to begin your call.
You need a user ID and password to make a call. Your administrator can give you this information. First-time
users have to configure their preferences before a call.
For more information, see the “Cisco Web Dialer” document in http://www.cisco.com/c/en/us/support/
unified-communications/unified-communications-manager-callmanager/products-user-guide-list.html
Use Cisco Web Dialer with Another Online Corporate Directory

Procedure
Step 1 (Optional) If you have more than one phone of the same type configured, identify the MAC address of the
phone to be used:
a) Press Applications
b) Select Phone Information
c) Write down the MAC address of the phone.
Step 2 In a web browser, type the address of the Cisco WebDialer-enabled page:
https://[CUCM IP address]/webdialer/Webdialer
Step 3 Enter your user ID and password.
Step 4 (Optional) If you are using Cisco Web Dialer for the first time, review preferences on the Make Call window.
Step 5 Choose a line or a phone.
If you have one phone with a single line, the appropriate phone and line are automatically selected.
If you have more than one phone of the same type, use the MAC address to identify the phone.
Step 6 Enter the phone number that you want to dial, and press Dial.
Step 7 Press Hang up or hang up the handset after you complete your call.
Change Cisco Web Dialer Preferences

Procedure
Step 1 Use Cisco Web Dialer to start a call and access the Make Call window.
Step 2 Select one of the following options from the Make Call window:
• Preferred language
• Preferred device
63
Contacts
Sign Out of Cisco Web Dialer
Step 3 Choose a line or a phone.

Step 4 If you have an Extension Mobility profile, select Extension Mobility from the Calling Device drop-down
list.
Step 5 Ensure that you don't select Do not display call information or Disable Auto Close.
If you select Do not display call information, the Make Call window is not displayed when you next use
the phone.
If you select Disable auto close, the window does not close automatically after 15 seconds.
Sign Out of Cisco Web Dialer

Procedure
Step 1 Access the Make Call or Hang Up window.

Step 2 Select Sign Out.
64
CHAPTER 5
Call History
• Call History Overview, page 65
• View Call History, page 67
• View Call Record Details, page 67
• Filter Call History, page 68
• Dial from Call History, page 68
• Edit Number from Call History, page 69
• Clear Call History, page 69
• Delete Call Record from Call History, page 69
Call History Overview

Call History allows you to view information about the last 150 calls on your phone. The Call History lists
individual calls and call groups chronologically from the most recent call to the oldest one. If your phone has
multiple lines, calls on all lines are added together. The oldest calls over the 150-call limit are dropped from
the history.
In the Call History screen, the line information (such as “Line: 5623”) displays in the upper right corner to
indicate the line name or number for which the call history is displayed.
If set up by your administrator, you see icons beside each Call History entry. The icon shows the status
(Unknown, Idle, Busy, or DND) of the person who made the call.
For each call record or call group, an icon to the left of the caller ID shows the call type:
•
Received:
•
Placed:
•
Missed:
If the caller ID is unavailable, “Unknown” is displayed, and the phone number is listed.
65
Call History
Call History Overview
Calls for the same caller ID and phone number are grouped together only when if they occur in chronological
order and do not have calls associated. For each group, the time of the latest call and the number of calls (such
as “(3)”) are displayed:
• Incoming (Received) and outgoing (Placed) calls are grouped together.
• Missed calls are grouped together in a separate group.
For each individual call record or call group, the phone number is listed in blue and is contact sensitive for
touch dialing.
Hunt group and multiparty calls show an icon to the right of the caller ID that differentiates the call from a
normal call, and these calls are not grouped even when they are next to each other in the list.
A plus (+) symbol on entries in call history, redial, or call directory indicates that your phone is set up to list
international calls. For more information, contact your system administrator.
The received and placed calls from shared lines are logged in the Call History. To view all the call history
logs, open the Call History screen. The following table describes the call state, icon, and tag for shared lines.
Call State Call Icon Tag

Locally placed calls Placed
Locally received calls Received
Remotely placed calls Remote Placed
Remotely received calls Remote Received
Missed calls Missed
Your Call History list displays the status of monitored lines, if the feature is enabled by your system
administrator. Each call history item in the Call History lists displays an icon to identify the state of the line.
The following states are available:
• Unknown
• Idle
• Busy
• DND
If you use Cisco IP Manager Assistant (IPMA), you can request that your administrator set up your phone so
that private calls are handled in the Call History in this manner:
• (Default) The log record for the private call displays Private.
• The log record for the private call is not saved.
66
Call History
View Call History
View Call History

Procedure

• Press All Calls .
• Press Applications and select Call History.
Step 2 Use the Navigation pad and Select button to scroll and select a call record or call group.
Step 3 Press Exit to return to the Applications screen.
View Call Record Details

Procedure

Step 2 Use the Navigation pad and Select button to scroll and select Call History.
Step 3 Select a call record or group and press Details. You may need to press the More softkey first.
When you are on a call record, you can also press the right arrow on the Navigation pad to display the call
details (may be reversed on phones that use a right-to-left mode, such as for Arabic).
• For each individual call, the Details screen displays the line information in the upper right corner, such
as “Line: 5782,” and the call name, call number, alternate number (if available), call disposition (call
type), call duration, and time of the call.
• For each call group, the details shown are the same as for an individual call. The only difference is that
the multiple call-related information is shown, such as call disposition (call type), call duration, and time
of call, because this is a group of calls (Placed/Received or Missed). In a group of Missed calls, individual
records show no call duration.
• For each multiparty or hunt group call, the Details screen displays the line information in the upper right
corner. For the caller ID and number listed at the top of the screen, displays the call name, call number,
alternate number, and the hunt group information, if available.
Step 4 Press Return to return to the Call History screen.

Step 6 While on a connected call, press Show Details to show the Call Details screen.
This screen displays single call information and call duration and updates each second.
67
Call History
Filter Call History
Filter Call History

Procedure

The default view in Call History is for “All Calls,” which is shown at the top of the screen. The line information,
such as “Line: 5623,” is shown in the upper right corner.
Step 3 To sort calls for a specific phone line, select that phone line and view the individual calls or call groups for
that line.
Step 4 To sort by missed calls for the selected line, press Missed Calls softkey.
Dial from Call History

Procedure

Step 3 From the Call History screen, select the call record that you want to dial and perform one of the following
actions:
• Press Call.
• Press Select.
• Press Speakerphone or Headset .
Step 4 When the phone is in idle, you can press the down arrow on the Navigation pad to display the On-Hook
Dialing screen.
68
Call History
Edit Number from Call History
Edit Number from Call History

Procedure
Step 1
Press Applications .
Step 3 Highlight the call record that you want to edit.
Step 4 Press EditDial . You may need to press More first.
Step 5 Press the right or left arrow on the Navigation pad to move the cursor to the desired location.
Step 6 Press to delete numbers on the left of the cursor.
Step 7 Enter numbers using the phone keypad.
Step 8 Press Call to dial the new edited number.
Step 9 Press Return to return the Call History screen.
Clear Call History

Procedure

Step 3 Press Clear List to clear the entire call history on the phone. You may need to press More first.
Step 4 Confirm the list clearing by pressing Delete or press Cancel.
Delete Call Record from Call History

Procedure

Step 3 Highlight the individual call record or call group that you want to delete.
Step 4 To delete an individual call record, press Delete. You may need to press More first.
Step 5 To delete a call group, press Delete to delete all calls in the group.
69
Call History
Delete Call Record from Call History
A Delete Record alert message appears to verify that you want to delete the entire group of calls.
Step 6 Press Delete to delete the record, or press Cancel if desired.
70
CHAPTER 6
Voicemail
• Access Voicemail, page 71
• Check for Voice Messages, page 71
• Listen to Voice Messages, page 72
Access Voicemail
Procedure
Step 1 Press Messages .

Step 2 Follow the voice prompts.
Check for Voice Messages

Procedure
Check for voice messages in any of these ways:

• Look for a solid red light on your handset.
You can set up the visual message waiting lamp using the Self Care Portal.
•
Look for a Message icon on a line label.
The red background indicates that there are new voice messages.
When you select a line with a Message icon, a Voicemail icon displays on the right side of the phone
screen.
71
Voicemail
Listen to Voice Messages
Depending on your voicemail system, you might see a count of your new voice messages on the Message
icon and Voicemail icon .
If there are more than 99 new voice messages, the message count is replaced by a plus (+) sign.
If call forwarding is set up on a line that has new voice messages, the Call Forward icon replaces
the Message icon on the line label.
• Listen for a stutter tone (if available) from your handset, headset, or speakerphone when you place a
call.
The stutter tone is line-specific. You hear it only when using the line that has new voice messages.
You can set up audible message waiting tones using the Self Care Portal.
Listen to Voice Messages

After you listen to your new voice messages, the message indicators are updated on the phone screen. If there
are no new voice messages, the Message icon is removed from the line label, and the Voicemail icon is
removed from the right side of the phone screen.
Procedure
Step 1 To listen to voice messages, do one of the following:

• Press Messages .
•
Select a line with a Message icon .
• Press Session next to the Voicemail icon .
• On a Cisco Unified IP Phone 9971 touchscreen, press Voicemail .
Step 2 Follow the prompts to listen to your voice messages.
72
CHAPTER 7
Advanced Calling Features
• Conference Calls and Meetings, page 73
• Scheduled Conference Calls (Meet Me), page 75
• Speed Dial, page 76
• Do Not Disturb, page 78
• Malicious Call Identification, page 79
• Extension Mobility, page 79
• Phone Calls with Mobile Connect, page 80
• Line Status, page 82
• Custom Line Filters, page 83
• Hunt Groups, page 86
• Barge , page 87
• Call Chaperone, page 89
• Uniform Resource Identifier Dialing, page 90
Conference Calls and Meetings

You can talk with several people in a single call. You can dial another person and add them to the call. If you
have multiple phone lines, you can join two calls across two lines.
As the conference host, you can remove individual participants from the conference. The conference ends
when all participants hang up.
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Add Third Party to Conference
Add Third Party to Conference

Procedure
Step 1 Start with a connected call that is not on hold.

Step 2 Press Conference and do one of the following:
• Enter the phone number for the party you want to add and press Call.
• Press Speed Dial, enter a speed-dial number and press Speed Dial again.
• Press Active Calls and select a call.
• Select a call from the Call History.
Step 3 Wait for the party to answer (or skip to step 4 while the call is ringing).
Step 4 Press Conference.
The conference begins.
Join Calls into Conference

The conference is established on the line that had the active call.
Procedure
Step 1 Start with two connected calls.

Step 2 Make sure that one of the calls is active (not on hold). If both calls are on hold, resume one call.
Step 3 Press Conference .
Step 4 Press the line button for the other (held) call or if the held call is on another line:
a) Press Active Calls.
b) Choose a call from the list.
c) Press Conference.
The conference begins. The conference is established on the line that had the active call.
Swap Between Calls Before You Complete a Conference

You can talk to a person before you add them to a conference. You can also swap between the conference
call and the call with the other person.
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View and Remove Conference Participants
Procedure
Step 1 Call a new conference participant, but do not add the participant to the conference.
Wait until the call is connected.
Step 2 Press Swap to toggle between the participant and the conference.
View and Remove Conference Participants

If you created a conference, you can view the details of the last 16 participants who joined the conference.
You can also remove participants.
Procedure
Step 1 While you are in a conference, press Show Details to view a list of participants.
Step 2 (Optional) Highlight a participant and press Remove to drop the participant from the conference.
Remove Conference Participants

Procedure
Step 1 While in a conference, press Show Details.

Step 2 Highlight the participant that you want to remove, then press Remove.
Scheduled Conference Calls (Meet Me)

You can host or join a conference call at a scheduled time.
The conference call does not start until the host dials in and ends when all participants hang up. The conference
does not automatically end when the host hangs up.
Host a Meet Me Conference

Before You Begin
Get a meet me phone number from your administrator, and distribute the number to the conference participants.
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Join a Meet Me Conference
Procedure
Step 1 Lift the handset to get a dial tone and press Meet Me.
Step 2 Dial the meet me phone number.
Join a Meet Me Conference

You cannot join a meet me conference until the conference hosts dials in. If you hear a busy tone, the host
has not dialed into the conference. Hang up and try your call again.
Procedure
Dial the meet me phone number that the conference host provides.
Speed Dial
You can assign buttons or codes to quickly dial the numbers of people you call often. Before you can use
speed-dial features on your phone, set up speed dial in the Self Care Portal.
Depending on your setup, your phone can support these features:
• Speed-dial buttons—Dial a phone number from one or more line buttons set up for speed dialing.
• Speed-dial codes—Dial a phone number from a code (sometimes referred to as abbreviated dialing).
Make a Call with a Speed-Dial Button

l
Before You Begin
Set up speed-dial codes in the Self Care portal.
Procedure
Press a speed-dial button .
Use Speed-Dial Code On-Hook

Before You Begin
Before you can use speed-dial codes on your phone, you must set up Speed Dial in the Self Care Portal.
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Use Speed-Dial Code Off-Hook
Procedure
Enter the speed-dial code and press Speed Dial.
Use Speed-Dial Code Off-Hook

Before You Begin
Before you can use speed-dial codes on your phone, you must set up Speed Dial in the Self Care Portal.
Procedure
Step 1 Lift the handset and press Speed Dial.

Step 2 Enter the speed-dial code and press Speed Dial again to complete the call.
Pauses in Speed Dial

You can add dialing pauses, or extra digits to a speed dial. When you press the speed dial, your phone establishes
the call and sends the extra digits with dialing pauses inserted. Extra digits can include:
• A Forced Authorization Code (FAC)
• A Client Matter Code (CMC)
• A user extension
• A meeting access code
• A voicemail password
To include dialing pauses in the speed dial, include a comma (,) as part of the speed-dial string. Each comma
that you include represents an extra pause of 2 seconds. For example, two commas (,,) represent a pause of 4
seconds. A single comma also allows you to separate FAC and CMC from the other digits in the speed-dial
string.
Be aware of the following requirements 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.
Your phone does not save the FAC, CMC, or extra digits from the speed dial in the call history. If you press
Redial after connecting to a destination using speed dial, the phone prompts you to enter any required FAC,
CMC, or DTMF digits manually.
77
Do Not Disturb
Tip Before you configure speed dial, try to dial the specified digits manually at least once to ensure that the
digit sequence is correct.
Example 1
Consider the following requirements to access your voicemail and playback the most recent message:
• The number to access voicemail is8000.
• The PIN is 123456#.
• You must wait for 6 seconds while the voicemail system prompts you.
• You must press 3 to play latest message.
In this scenario, the speed dial number is 8000,123456#,,,3.
Example 2
Consider the following call requirements:
• The called number is 95556543.
• The FAC is 1234.
• The CMC is 9876.
• You must wait for 4 seconds.
• After the call is connected, you must add 56789#.
In this scenario, the speed dial number is 95556543,1234,9876,,56789#.
Do Not Disturb
You can turn off one of the following incoming call indicators:
• Your phone ring
• Your phone ring and any visual notification that you have an incoming call
When you enable the do not disturb (DND) feature, your incoming calls forward to another number, such as
your voicemail, if it is set up. The call is not saved or listed in your call history.
The DND feature affects all lines on a phone. The feature does not affect intercom or emergency calls.
You can change your DND options from the Self Care Portal. For information on customizing your DND
options, see the Cisco Unified Communications Self Care Portal User Guide at http://www.cisco.com/en/US/
products/sw/voicesw/ps556/products_user_guide_list.html.
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Turn On Do Not Disturb
Turn On Do Not Disturb

Use Do Not Disturb (DND) to silence your phone and ignore incoming call notifications when you need to
avoid distractions.
When you enable DND, your incoming calls forward to another number, such as your voicemail, if it is set
up.
When you enable DND, it affects all lines on your phone. However, you will always receive intercom and
emergency calls, even when DND is turned on.
Procedure
Step 1 Press Do not disturb to turn on DND.

Step 2 Press Do not disturb again to turn off DND.
Malicious Call Identification

You can use malicious call identification (MCID) to identify an active call as suspicious. MCID starts a series
of automated tracking and notification messages.
Trace a Suspicious Call

If you receive unwanted or harassing calls, use malicious call identification (MCID) to alert your administrator.
Your phone sends a silent notification message to your administrator with information about the call.
Procedure
Press MCID.
Extension Mobility
Cisco Extension Mobility (EM) allows you to configure a Cisco Unified IP Phone as your own temporarily.
After you sign in to EM, the phone adopts your user profile, including your phone lines, features, established
services, and web-based settings. Your system administrator sets up EM for you.
The Cisco Extension Mobility ChangePIN feature allows you to change your PIN from your Cisco Unified
IP Phone.
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Sign into Your Extension from Another Phone
Sign into Your Extension from Another Phone

You can sign into a different phone in your network and have it act the same as your phone with Cisco
Extension Mobility. After you sign in, the phone adopts your user profile, including your phone lines, features,
established services, and web-based settings.
Before You Begin

Get your user ID and PIN from your administrator.
Procedure
Step 1
Step 2 Select Extension Mobility (name can vary).
Step 3 Enter your user ID and PIN.
Step 4 If prompted, select a device profile.
Phone Calls with Mobile Connect

You can use your mobile phone to handle calls that are associated with your desk phone number. This service
is called Mobile Connect.
You associate your mobile phone with your desk phone in the Self Care portal, as an additional phone. You
can control which calls are sent to your mobile phone.
When you enable additional phones:
• Your desk phone and your additional phones receive calls simultaneously.
• When you answer the call on your desk phone, the additional phones stop ringing, disconnect, and
display a missed call message.
• When you answer the call on one additional phone, the other additional phones and desk phone stop
ringing and disconnect. A missed call message shows on the other additional phones.
• You can answer the call on an additional phone and switch the call to a desk phone that shares the line.
If you do so, the desk phones that share the same line display a Remote In Use message.
Enable Mobile Connect

Procedure
Step 1 Press Mobility to display the current remote destination status (Enabled or Disabled).
Step 2 Press Select to change the status.
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Turn On Mobile Connect from a Desk Phone
Turn On Mobile Connect from a Desk Phone

Procedure
Step 1 Press Mobility or select To Mobile to display the current remote destination status (Enabled or Disabled).
Step 2 Press Select to change the status.
Move a Call from Your Desk Phone to Your Mobile Phone

You can move a call from your desk phone to your mobile phone. The call is still connected to the line on
your desk phone, so you cannot use that line for other calls. The line remains in use until the call ends.
Before You Begin

You need to enable Mobile Connect on your desk phone.
Procedure
Step 1 Press Mobility.

Step 2 Press Select to send a call to your mobile phone.
Step 3 Answer the active call on your mobile phone.
Move a Call from Your Mobile Phone to Your Desk Phone

You can move a call from your mobile phone to your desk phone. The call is still connected to your mobile
phone.
Before You Begin

Procedure
Step 1 Hang up the call on your mobile phone to disconnect the mobile phone, but not the call.
Step 2 Press the line on your desk phone within 5 to 10 seconds to resume the call on your desk phone.
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Transfer a Call from Your Mobile Phone to Your Desk Phone
Transfer a Call from Your Mobile Phone to Your Desk Phone

You can transfer a call from your mobile phone to your desk phone.
Before You Begin

Get the access code from your administrator.
Procedure
Step 1 On the mobile phone, enter the access code for the hand-off feature.
Step 2 Hang up the call on your mobile phone to disconnect the mobile phone, but not the call.
Step 3 Press Answer on your desk phone within 10 seconds and start talking on the desk phone.
Line Status
Line status indicators allow you to view the state of a phone line that is associated with a speed-dial button.
Your administrator sets up line status indicators on your phone.
Line Status Indicators

Line status indicators allow you to view the state of a phone line that is associated with a speed-dial button.
Your administrator sets up line status indicators on your phone.
Icon Indicator
Line is in use.
Line is idle.
Line is ringing. (Applies only for the Call Pickup

feature.)
Line is in a do not disturb (DND) state.
Line status indicators can be set up on speed-dial buttons by your administrator and can be used with these
features:
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Custom Line Filters
Speed Dial
Allows you to monitor the status of (and dial) a specific number on a speed-dial button. If the monitored
line is unavailable, the Line Status button changes to a normal speed-dial button.
Directed Call Park
Allows you to monitor the line status of and dial a directed call park number on a speed-dial button.
Call Pickup
Allows you to monitor the line status of (and pick up a ringing call on) a ringing call on a
speed-dial button.
Your administrator can also set up your phone to play an audible alert when a call rings on the monitored line.
Custom Line Filters

Custom Line Filters enable you to reduce alert activity by filtering it to high-priority lines by allowing you
to set the alerting call notification priority on a subset of lines covered by an alert filter. The custom filter
generates either traditional pop-up alerts or actionable alerts for incoming calls on the selected lines. For each
filter, only the subset of lines under coverage will generate an alert. If a filter is turned off, lines under its
coverage will not show alert notifications.
If this feature has been configured, there are three, selectable, filter types available to you:
• All Calls (on all lines)
• Daily schedule
• Custom user
The administrator configures the default line filter, which is visible to you as the Daily schedule filter. Even
if the administrator has not configured the default filter, the all calls filter and custom filter options are available
to you. If you have not created any custom filters all provisioned lines are covered by the default line filter if
it exists, or all calls if it does not.
You cannot edit either the All Calls filter or the Daily schedule filter, but you can use the Daily schedule filter
as a template for a new, custom filter by duplicating and then editing the duplicate filter.
You save the custom filters directly to your phone so that you can quickly select and change coverage. You
can define a maximum of 20 custom filters, but only one filter may be active at a time.
Note If both the Custom Line Filters and the Actionable Incoming Call Alert features are enabled, actionable
call alerts apply only to the lines that are covered by filters.
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Add a Line Filter
Add a Line Filter

Procedure

Step 2 Select Preferences > Call notifications and press Select.
The current filter displays next to the option.
Step 3 Highlight Add new filter and press Select.

The maximum number of custom filters is 20. If you have already created the maximum number of custom
filters, delete a filter before continuing with this procedure.
Step 4 Press Select a second time to make the text editable.

Step 5 Accept the default name for the new filter, or enter a new one.
Step 6 Select the lines to add to the new filter.
All available lines are displayed in the list. If you require a line that is not in the list, contact your administrator.
Step 7 Click Apply.

Step 8 To view the filter, press Back.
Select an Active Line Filter

Procedure

Step 2 Highlight Preferences > Call notifications and press Select.
The currently available filter options display.
Step 3 Highlight the filter to apply and press Select.

Step 4 To create and manage your filters, press Applications and select Preferences > Call notifications on your
phone.
84
Delete a Line Filter
Delete a Line Filter

Procedure

Step 2 Highlight Preferences > Call notifications, and press Select.
Step 3 Highlight the filter to be deleted and press Delete.
Duplicate a Line Filter

Procedure

Step 3 Highlight the filter to be duplicated and press Duplicate.
Step 4 Highlight the duplicated filter and press Edit.
Step 5 (Optional) Enter a new name for the filter.
Step 6 Add or remove available lines from the filter.
Step 7 Click Apply.
Edit a Line Filter

Procedure

Step 3 Highlight the filter to be edited and press Edit.
Note You cannot edit the Daily schedule filter. For more information, contact your administrator.
Step 4 (Optional) Enter a new name for the filter.

Step 5 Add or remove available lines from the filter.
Step 6 Click Apply.
85
Rename a Line Filter
Rename a Line Filter

Procedure

Step 3 Highlight the filter to be renamed and press Edit.
Step 4 Enter a new name for the filter.
Step 5 Click Apply.
Hunt Groups
You can use hunt groups to share the call load in organizations that receive many incoming calls.
Your administrator sets up a hunt group with a series of directory numbers. When the first directory number
in the hunt group is busy, the system hunts for the next available directory number in the group. The system
directs the call to that phone.
If you are a member of a hunt group, you sign in to a hunt group when you want to receive calls. You sign
out of the group when you want to prevent calls from ringing on your phone.
Calls in the group call queue display the same call identification number, no matter which group phone accesses
the list.
Sign In and Out of a Hunt Group

Signing out of a hunt group does not prevent direct calls from ringing your phone.
Procedure
Step 1 Press Hunt Group to sign in.

Step 2 Press Hunt Group again to sign out.
View the Call Queue in a Hunt Group

You can use the queue statistics to check the status of the hunt group queue. The queue status display provides
the following information:
86
Barge
• Hunt group queue pattern

• Number of queued callers on each hunt group queue
• Longest waiting time
Procedure
Step 1 Press Queue Status.

Step 2 Press Update to refresh the statistics.
Step 3 Press Exit.
Barge
Barge allows you to add yourself to nonprivate calls on a shared line. You can convert the call into a conference
and add new participants.
Set up Barge Alert

By default, the Barge Alert option is set to Off and you can barge into an eligible shared lined without receiving
a prompt. When the Barge Alert is set to On, an alert prompt is displayed.
Procedure
Step 1 Press Applications ..

Step 2 Go to Preferences.
Step 3 At the Barge Alert menu item, click On to enable the alert or Off to enable Barge.
By default, the barge alert prompt is toggled Off.
Add Yourself to a Call on a Shared Line

Barge allows you to add yourself to non-private calls on a shared line. You can convert the call into a conference
and add new participants.
Procedure
Press the red Line button for the shared line.

You are added to the call.
87
Enable Privacy on a Shared Line
Enable Privacy on a Shared Line

Privacy prevents others who share your line from seeing information about your calls.
Privacy applies to all shared lines on your phone. If you have multiple shared lines and Privacy is enabled,
others cannot view any of your shared lines.
If the phone that shares your line has Privacy enabled, you can make and receive calls using the shared line
as usual.
Visual confirmation displays on your phone screen for as long as the feature is enabled.
Procedure
Step 1 Press Privacy to enable the feature.

Step 2 Press Privacy again to turn off the feature.
Toggle Prompt for Barge

By default, the Barge Alert option is set to Off and you can barge into an eligible shared lined without receiving
a prompt. When the Barge Alert is set to On, an alert prompt is displayed. Select Yes to barge into the call or
No to cancel the barge.
For more information, contact your administrator.
Procedure

Step 2 Select Preferences.
Step 3 At the Barge Alert menu item, click On to enable the alert or Off to enable Barge.
By default, the barge alert prompt is toggled Off.
Dismiss Barge Alert Prompt Window

When the Prompt for Barge feature is enabled on your phone, you see a pop-up window when you start to
barge into a call.
Procedure
Press No to cancel the barge, or press any line or session key.

The Barge Alert prompt window closes.
88
Call Chaperone
Note The alert closes automatically if the phone opens a new window, if a new alert window opens, or if
the current session is no longer available for barge.
Call Chaperone
Call Chaperone allows an authorized Call Chaperone user (the chaperone) to supervise (chaperone) and record
a call. Chaperoned calls have a minimum of three parties: the calling party, the chaperone, and the called
party. To determine if you are an authorized chaperone, contact your system administrator.
The chaperone answers a call, creates a conference call, and remains on the conference call to chaperone and
record the call. Cisco Unified IP Phones that are set up with the Call Chaperone feature also have a Record
button.
When the chaperone hangs up the call, the entire conference ends.
The chaperone can perform only the following tasks while chaperoning the call:
• Record the call.
• Conference in one participant. A chaperone can conference the first participant only; subsequent
participants can be added to the conference only by the other participants in the conference.
• End the call.
Record Chaperoned Call

Procedure
Step 1 Answer an incoming call.

The Record button displays if the system determines that the call must be chaperoned and recorded.
Step 2
Press Conference to create a conference call.
Step 3 Enter the phone number for the party you want to add and press Call.
Step 4 When the called party answers, press Conference.
The conference begins.
Step 5 Press Record to begin recording the conference call.

Alternatively, you can begin recording the call before the conference call is established. In this case, press
Conference after answering the incoming call. The call gets put on hold automatically, and the recording
stops while you set up the conference call. The recording restarts automatically when the conference call is
established.
Step 6 Press End Call to end the chaperoned call; all parties are disconnected.
89
Uniform Resource Identifier Dialing

You can place calls using Uniform Resource Identifier (URI) Dialing, using the alphanumeric URI address
as a directory number; for example, [email protected]. You must enter the URI address to select the contact.
The phone screen displays the call information for the URI call. The phone stores the URI call information
in the Call History and the Details page. When you receive a call with a URI address, the URI address is stored
in your Call History. Press Redial to call the most recently dialed URI address.
Depending upon how the administrator configures your phone, you may see either the URI or the Directory
Number (DN) displayed for the incoming call alerts, call sessions and call history. If the phone is set to display
the DN but only the URI is available, then the URI displays. If the phone is set to display the URI and only
the DN is available, then the DN displays.
Note URI calls cannot be placed using the soft keypad.
To place an on-hook call using a URI address, you need to press the ABC softkey to switch the keypad mode.
To place an off-hook call using a URI address, the URI address must be stored in your Call History or Speed
Dial list.
Note When you enter a URI address to place a call, do not pause for more then 10 seconds between key presses.
After 10 seconds of inactivity, the phone assumes that it has the complete address and attempts to place
the call.
When you dial or receive a call through URI dialing, the call window and incoming call alert display the
complete URI address.
When you enter a URI address, the maximum length is 254 characters. You can enter the complete domain
name to override the default domain.
URI dialing works with the other features of your phone:
• You can configure a URI address as a speed dial entry to place a call.
• You can configure the Call Forward All destination using the Speed Dial or Call History entries.
• You can initiate a conference call and add multiple parties using URI Dialing if the URI address is stored
in the Speed Dial list or Call History.
• You cannot use URI addresses during Meet Me conferences or for Group Call Pickup.
• You can initiate a transfer call using URI dialing if the URI address is stored in the Speed Dial list or
Call History.
• You can monitor the state (in-use or idle) of a call using URI Dialing associated with Speed Dial or Call
History.
• You can initiate URI Dialing when a busy or unavailable party becomes available.
• You can hide the display of the URI address information.
90
• When the phones are connected to the Cisco Unified Communications Manager Express and Survivable
Remote Site Telephony (CME/SRST), the URI Dialing functions are disabled. The ABC softkey does
not appear on the phone screen.
91
92
CHAPTER 8
Advanced Operations
• Applications, page 93
• Video Calls and Security, page 94
• Call Functions, page 94
• Feature Buttons and Softkeys, page 97
• Survivable Remote Site Telephony Overview, page 98
• WLAN Sign-In, page 101
• VPN client, page 102
• Plugins, page 105
• Cisco IP Manager Assistant, page 105
Applications
You can view the applications that are running on your phone, including those that are not under Applications
menu; for example, Directories. You may first see the disclaimer required for remote workers, if you have
not already accepted it.
View Active Applications

Procedure

Step 2 Use the Navigation pad and Select button to scroll and select Running Applications.
The phone displays a list of applications running on the phone including those that are not under the Application
menu.
93
Advanced Operations
Switch to Active Application
Switch to Active Application

Procedure
Step 1
Step 3 Choose a running application and press Switch To to open and use the selected application.
Step 4 Press Exit to close the application.
Close Active Application

Procedure
Step 1
Step 3 Select a running application and press Close App to close the application.
• Press Close to close the application without saving the changes.
• Press Cancel to cancel the close application operations.
Step 4 Press Exit to return back to the Applications screen.
Video Calls and Security

Your administrator can take steps to protect your video calls from tampering by people outside your company.
If you see the Secure icon displayed during a video call, your administrator has taken steps to ensure your
privacy.
Call Functions
This section provides information about some of the advanced call functions that are available on your phones.
Agent Greeting
You can create and update a prerecorded greeting that plays at the beginning of a call, such as a customer
call, before you begin a conversation. You can prerecord a single greeting or multiple greetings as needed.
94
Advanced Operations
Alert Calls
When a customer calls, both parties hear the prerecorded greeting. You can remain on mute until the greeting
ends, or you can answer the call over the greeting.
Alert Calls
The Alert Calls feature allows you to view a list of all Alert Calls in chronological order (oldest to most recent).
You interact with this feature using a programmable line key, which makes it easier to view all of the Alert
Calls that are received across your phone lines.
An Alert Call is a specific phone number that you consider important and want to be alerted to when you
receive a call from or make a call to this number.
System administrators set up the Alert Calls button. For more information, contact your system administrator.
Actionable Incoming Call Alert

The Actionable Incoming Call Alert displays an actionable alert instead of a toast alert when you receive an
incoming call. In addition to displaying incoming caller details, the actionable alert allows you to answer,
ignore, or divert the call.
Your administrator configures the Actionable Incoming Call Alert. By default, this actionable alert is disabled.
Note If both the Custom Line Filters and the Actionable Incoming Call Alert features are enabled, actionable
call alerts apply only to the lines that are covered by filters.
Answer
Answer allows you to answer the oldest call that is available on all line appearances on your phone, including
Hold Reversion and Park Reversion calls that are in an alerting state. Incoming calls always have priority
over Held or Park Reversion calls.
Your system administrator sets up the Answer button depending on your call-handling needs and work
environment. Typically, the Answer is set up if you have multiple lines.
When you get a call, you see a notification window on the phone screen, called a call toast. The call toast
remains visible for a preset amount of time. Your system administrator sets up the default time. Your
administrator can also enable an interactive notification alert window, called an Actionable Incoming Call
Alert, that enables you to directly answer, dismiss or divert a call.
If an incoming call has been call forwarded from another phone, you may see additional information in the
call toast to identify that the call has been forwarded. Your system administrator controls the amount of
additional information displayed. Additional information can identify the person who forwarded the call to
you and the caller information.
Incoming calls can be filtered using Custom Line Filters. You can create up to twenty custom line filters or
use the preset ones. Default line filters are configured by an administrator.
Related Topics
Custom Line Filters
95
Advanced Operations
Client Matter Code
Actionable Incoming Call Alert, on page 95
Client Matter Code

Your administrator may require that you enter a Client Matter Code (CMC) after you dial a phone number.
The CMC can be used for accounting or billing codes.
When a CMC is required, the phone displays Enter Client Matter Code, the dialed number changes
to “********”, and you hear a special tone. Use the keypad to enter the CMC for the call.
Related Topics
Forced Authorization Code, on page 96
Forced Authorization Code

Your administrator may require that you enter a Forced Authorization Code (FAC) after you dial a phone
number. The FAC controls access to phone numbers.
When a FAC is required, the phone displays Enter Authorization Code, the dialed number changes
to “********”, and you hear a special tone. Use the keypad to enter the FAC for the call. For security reasons,
the phone displays a “*” instead of the number entered.
Related Topics
Client Matter Code, on page 96
Secure Calls
Your administrator can take steps to protect your calls from tampering by people outside your company. When
you see a lock icon displayed on your phone during a call, your phone call is secure. Depending upon how
your phone is configured, you may have to sign in before you call somebody or hear a security tone played
over your handset.
Shared Lines
You can use one phone number for multiple phones and either you or your coworker can answer the call.
When the line flashes red, your coworker can pick up the call.
If you share a line with a coworker and:
• A call comes in on the shared line, the following occurs:
• Your phone rings, the line button is solid amber, and the session button flashes amber.
• Your coworker's phone rings, the line button is solid amber, and the session button flashes amber.
• Your coworker has a call on the shared line, the following occurs:
• If your coworker has privacy enabled, the shared line and the session buttons are solid red; the call
information does not display on your phone.
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Advanced Operations
Feature Buttons and Softkeys
• If your coworker does not have privacy enabled, the shared line and the session button are solid
red; the call information (name and number, if available) displays on your phone.
• You put the call on hold, the following occurs:

• Your line button is solid green and the session button pulses green
• Your coworker’s line button is solid red and the session button pulses red.
Feature Buttons and Softkeys

Depending on how your system administrator set up your phone, some features included in this guide may
not be available to you.
The following table provides information about some of the features that are available on softkeys and dedicated
feature buttons and some that your system administrator can set up on programmable feature buttons. Features
that appear on softkeys are set up by your system administrator.
Feature Name Dedicated Feature Programmable Softkey

Button Feature Button
Alert Calls X
All Calls X
Answer X
Assured Services for SIP Lines X
Call Back X X
Call Forward All X X
Call Park X X
Call Park Line Status X
Call Pickup X X
Call Pickup Line Status X
Conference X X (available only while

on a conference)
Divert X
Do Not Disturb X
Group Pickup X X
97
Advanced Operations
Survivable Remote Site Telephony Overview
Feature Name Dedicated Feature Programmable Softkey

Button Feature Button
Hold X
Hunt Groups X
Intercom X
Malicious Call Identification X X

(MCID)
Meet Me X X
Mobile Connect X X
Mute X
Other Pickup X X
Privacy X
Quality Reporting Tool (QRT) X X
Redial X X
Speed Dial X X
Speed Dial Line Status X
Support for Hold Button on USB X

Headset
Transfer X X (available only during

a transfer)
Note For details on softkeys used with Cisco IP Manager Assistant (IPMA), see Manager Phones, on page 105
and Assistant Phones, on page 108.

If communication between your phone and the Cisco Unified Communications Server is interrupted, you
receive an alert message on your phone. If you are on an active call, the call remains established, and you
enter a failover situation. This failover is the Survivable Remote Site Telephony (SRST) feature.
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Advanced Operations
While in failover, not all the features of your phone are available. The following table describes typical feature
and feature availability, although not all the features may be supported on your phone . For more information
about feature availability during failover, contact your system administrator.
Note SRST does not support IPv6.
Table 1: Feature support during failover
Feature Supported Notes

New Call Yes
End Call Yes
Redial Yes
Answer Yes
Hold Yes
Resume Yes
Conference Yes
Conference to Active Calls (Join) No The Active Calls softkey does not
display.
Conference List No
Transfer Yes
Transfer to Active Calls (Direct No

Transfer)
Auto Answer Yes
Call Waiting Yes
Caller ID Yes
Audible Message Waiting Indicator Yes
All Calls Programmable Line Key Yes
Answer Programmable Line Key Yes
Unified Session Presentation Yes Conference is the only feature

supported.
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Advanced Operations

Voicemail Yes Your voicemail will not be
synchronized with other users in
the Cisco Unified Communications
Manager cluster.
Speed Dial Yes
Service IRL Programmable Line Yes

Key
To Voicemail (iDivert) No The iDivert softkey does not

display.
Line Filters Partial Lines are supported but cannot be

shared.
Park Monitoring No The Park softkey does not display.
Barge No You see the message “That feature

is not currently available.”
Enhanced Message Waiting No Message count badges do not

Indication appear on the phone screen.
Only the Message Waiting icon
displays.
Directed Call Park No The softkey does not display.
BLF (Line Status) Yes

BLF Speed Dial
Hold Reversion No Calls remain on hold indefinitely.
Remote Hold No Calls appear as Local Hold calls.
Meet Me No The Meet Me softkey does not

display.
PickUp No The softkey causes no action.
Group PickUp No The softkey causes no action.
Other PickUp No The softkey causes no action.
Malicious Call ID No The softkey causes no action.
QRT No The softkey causes no action.
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Advanced Operations
WLAN Sign-In

Hunt Group No The softkey causes no action.
Intercom No The softkey causes no action.
Mobility No The softkey causes no action.
Privacy No The softkey causes no action.
Call Back No The Call Back softkey does not

display.
Shared line No
Video Yes Video conference is not supported.
BLF Speed Dial Yes
When your phone loses connectivity, your phone may display a message like this: Service
interruption. Some features unavailable.
WLAN Sign-In
Before you can access the WLAN network, you must sign in. Your system administrator sets up your phone
for Wi-Fi connectivity. For information about enabling WLAN on your phone, the WLAN security modes
available on your phone, and the site survey that displays the access point information, contact your system
administrator.
Sign In to WLAN
Procedure
Step 1
Step 2 Use the Navigation pad and Select button to scroll and select Wireless Sign in.
Step 3 Press Sign in.
After a successful login, the phone displays the Wi-Fi signal strength in the top right corner of the phone
screen.
Your phone notifies you about any Wi-Fi issues by displaying a visual notification on the phone screen.
See the table below for the different types of Wi-Fi signals that appear on your phone.
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Advanced Operations
Change WLAN Sign-In
Icon Description
No access point detected
Access point detected
Access point signal levels 1–4
Change WLAN Sign-In

Procedure

Step 2 Use the Navigation pad and Select button to scroll and select Wireless Sign in.
Step 3 Press Select and from the keypad, enter a user ID.
Use to delete what is in the User ID field. Use the keypad to enter a user ID.
Step 4 Press the down arrow on the Navigation pad to enter a password.
Step 5 Press Select and from the keypad, enter a password.
Step 6 Press Sign-in.
VPN client
The VPN Client establishes a virtual private network (VPN) connection on your phone when a phone is located
outside a trusted network or when network traffic crosses untrusted networks. Your system administrator
configures the VPN Client feature as needed.
If your phone is configured for VPN Client, the status of Auto-Detect Network Connection determines if a
VPN connection is possible. The status depends on the following situations:
• When your phone is located outside the corporate network:
• If Auto-Detect Network Connection is disabled, a VPN connection is possible. The Sign In screen
appears, and the phone prompts for credentials. On the phone in the VPN window ( Applications
> VPN), you can toggle the VPN Enabled field to control the ability of the phone to attempt a
VPN connection.
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Advanced Operations
VPN Connection Settings
• If Auto-Detect Network Connection is enabled, the Sign In screen appears, and the phone prompts
for your credentials, based on the authentication method that your system administrator configured
on your phone.
• When your phone is located inside the corporate network:

• If Auto-Detect Network Connection is disabled, a VPN connection is possible. The Sign In screen
appears, and the phone prompts for credentials. On the phone in the VPN window (Applications
> VPN), you can toggle the VPN Enabled field to control the ability of the phone to attempt a
VPN connection.
• If Auto-Detect Network Connection is enabled, you cannot connect through VPN, so the Sign In
screen does not appear, and the phone does not prompt for credentials.
To view VPN status messages, press Applications and then select Administrator Settings > Status
> Status Messages. For more information, contact your system administrator.
The Virtual Desktop Infrastructure (VDI) client attaches to the phone. It provides a virtual environment that
allows you to work and collaborate from any device and location at any time.
You must use the Cisco IP Power Cube on the phone in order to use the VDI client.
For more information, see the VDI documentation.
VPN Connection Settings

The VPN window (Applications > VPN) consists of these fields:
• Enable or disable VPN: If Auto-Detect Network Connection is disabled, toggle the VPN Enabled field
to control the ability of the phone to attempt a VPN connection.
• Change credentials: Select Change Credentials to change the user ID and password. If the authentication
is certificate-only or VPN Enabled is Off, the option is dimmed.
• View VPN status: The VPN Status field displays Connected or Not Connected.
Connect Through VPN

Procedure
Step 1 After you turn on your phone and the VPN Sign In screen appears (except with certificate authentication
mode), enter your credentials based on the configured authentication method:
• Username and password: Enter the username and the password that your system administrator gave you.
• Certificate and password: Enter the password that your system administrator gave you. Your username
is derived from the certificate.
• Certificate: If the phone uses only a certificate for authentication, the Sign In screen does not appear,
and phone displays the status of the phone attempting the VPN connection.
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Advanced Operations
Change Your VPN to Another Network
When the power is lost or reset under some circumstances, the stored credentials are cleared.
Step 2 Select Sign In to connect.
If you press Cancel while the phone is attempting the connection, the connection attempt stops, and the Sign
In screen appears again. If you press Cancel again, the VPN menu appears and shows the VPN Enabled field
as Off. The phone will not attempt a VPN connection again until you set the VPN Enabled field to On.
Change Your VPN to Another Network

When you are off-premises and your VPN is configured to connect to your company Cisco Unified
Communications Manager (Cisco UCM), you can switch your phone to another Cisco UCM.
Before You Begin

Disable the VPN before you change networks.
Procedure
Step 1 Select Applications .

Step 2 Select Administer settings > Network setup > IPv4 setup.
Step 3 Set DHCP to On.
Step 4 Set Alternate TFTP to Yes.
Step 5 Enter the new TFTP server IP in the TFTP server 1 field.
Step 6 Select Apply.
Cisco VXC VPN

The Cisco VXC VPN provides integrated VPN functionality for Cisco Virtualization Experience Clients
(Cisco VXC) 2111 and 2112. The feature enables VPN tunneling for the Cisco VXC 2111 and Cisco VXC
2112 clients when they are attached to a Cisco Unified IP Phone.
Your administrator must enable the Cisco VXC VPN functionality. You can then start the VPN connection
for the Cisco VXC by signing in to the VPN for the attached IP phone.
Your administrator can set up the phone to direct all traffic across one shared VPN tunnel or split the phone
and Cisco VXC traffic between two separate tunnels. In the latter case, your administrator can also set up the
phone to prompt you to sign in only once to establish both tunnels or to sign in separately for each tunnel.
Whether you are using single or dual tunnels, the VXC VPN Status appears as Connected when the Cisco
VXC is successfully connected to a VPN tunnel.
Status and statistics

To view Cisco VXC VPN status messages:
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Advanced Operations
Plugins
To view Cisco VXC VPN status messages, choose Applications > VPN, and check the VXC VPN Status
field.
To view VXC VPN statistics, choose Applications > Administrator Settings > Status > VPN Statistics.
Plugins
Plugins allow you to download and access applications that your system administrator sets up for you.
Cisco IP Manager Assistant

Cisco IP Manager Assistant (IPMA) provides call routing and other call management features to help managers
and assistants handle phone calls more effectively. The IPMA call routing service intercepts calls that are
made to managers and routes them to specified assistants, to other managers, or to targets defined by
preconfigured call filters. A manager can change the call routing dynamically.
IPMA has three key components:
Manager
A manager is the user whose incoming calls are intercepted by the call routing service.
Assistant
An assistant is the user who handles calls on behalf of a manager.
Assistant Console
The assistant console is a desktop application that can be used by assistants to perform tasks and manage
most features.
Your system administrator configures IPMA to function in shared-line mode or in proxy-line mode. If your
phone is configured in shared-line mode, the assistant phone and the manager phone share the same directory
number. In proxy-line mode, the assistant has a primary line and proxy lines to handle calls for managers.
Manager Phones
The manager phone makes all manager features available with the exception of Manager Configuration.
Managers access the Manager Configuration feature using the web. Your system administrator provides the
URL. Use Manager Configuration to set the default assistant, redirect target, inclusive filters, and exclusive
filters.
To be designated a manager phone, the phone must have a line with a directory number. An intercom line is
optional. If an intercom line is enabled, the current active assistant is the target for the intercom. If there are
no active assistants, no speed dial target exists for the intercom.
The manager accesses the Assistant Watch, Intercept Call, Divert, and Transfer to Voice Mail features from
the phone softkeys.
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Advanced Operations
Manager Phones
IPMA automatically logs in a manager when the Cisco IP Manager Assistant service starts. To access Assistant
Services, the manager phone needs to subscribe to the Assistant Primary Phone Service. You subscribe to
services from the Application Menu.
If you require enhanced privacy, you can request that any assistant phones do not include private information.
Your system administrator can set your phone so that your assistant sees one of the following on their phone:
• The private call displays Private along with the call status (but no call duration).
• (Default) The private call does not display.
You can also request that your administrator set up your assistant phones so that your private calls are handled
in the Call History of their phones in this manner
• (Default) The log record for the private call displays Private.
• The log record for the private call is not saved.
Manager Status Window

The Manager Status window is divided into the Assistant Watch area and the Assistant and Features area.
The Assistant Watch area is located at the top of the status window and displays the caller ID as well as the
elapsed time for an active call handled by an assistant. The Assistant and Features area displays icons to
indicate the presence of an active assistant and icons to display the status of manager features. If a feature is
turned off, the feature icon displays a red, barred circle.
Note In shared-line mode, the Assistant Watch area is hidden, and only Do Not Disturb is available in the
Assistant and Features area.
Assistant Watch status messages are displayed in the title bar of the Assistant Watch area.
Table 2: Assistant Watch Messages
Message Meaning
Assistant Watch - On Assistant Watch is on but no connected or incoming
calls are being redirected to the assistant at this time.
Assistant Watch - Off Assistant Watch is off. To toggle it on, press Set
Watch.
Call from followed by caller ID An incoming call was redirected to the assistant and
is currently ringing on the assistant's phone. The
manager can intercept the call.
Caller ID and a timer The assistant answered the incoming call.

The timer begins when the assistant answers, or
otherwise handles, the call.
Filtering Down Call Filtering is unavailable at this time.
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Advanced Operations
Manager Phones
Related Topics
Subscribe to Assistant Primary Phone Service, on page 107
Manager Settings Menu

The following table describes the manager phone options configured in the Manager Settings menu.
Table 3: Manger Settings Menu Options
Menu Option Description

Filter Toggles call filtering off and on.
Filter Mode Toggles between Inclusive or Exclusive filters.
Assistant Displays the active assistant. The manager can select other available
assistants from this option. See Select Assistant, on page 107.
Alert Tone Toggles alert off and on. Alert tone plays an audio alert to incoming calls
on the manager phone if the call is routed to the assistant phone.
Select Assistant
Procedure
Step 1 Press Applications.

Step 2 Select the appropriate Assistant Phone Service menu item.
The Manager Settings menu opens.
Step 3 Select the Assistant option.

If more than one assistant is available, all associated assistants display.
Step 4 Select the desired assistant.
Subscribe to Assistant Primary Phone Service
Procedure
Step 1 Press Applications.

Step 2 Select Assistant Pri Svc or press 6 on the keypad.
If necessary, subscribe to the Assistant Secondary Phone Service.
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Advanced Operations
Assistant Phones
Assistant Phones
Assistants access the IPMA features on the computer using the Assistant Console application or directly on
the assistant phone through phone services and softkeys.
Your administrator configures IPMA in either proxy-line or shared-line mode. In shared-line mode, the
assistant phone and the manager phone share a single directory number. In proxy-line mode, the assistant
phone has a primary line and proxy lines to handle calls for manager phones.
To access Assistant Services, the assistant phone needs to subscribe to the Assistant Primary Phone Service.
It may also be necessary to subscribe to Assistant Secondary Phone Services. You subscribe to services from
the Application menu.
To handle calls for managers, the assistant phone must log in to the IPMA service. IPMA supports Single
Sign On (SSO). If you have logged into the Assistant Console you do not need to log in to the IPMA service
on the phone.
A optional intercom line can be configured if required. The intercom line is a dedicated line; it can only be
used to speak to a specific manager phone, even if the assistant phone is associated with multiple managers.
Related Topics
Subscribe to Assistant Primary Phone Service, on page 107
Log In to IPMA Service on Phone, on page 112
Assistant Console
The Assistant Console is an application interface that can be used by assistants to manage IPMA features and
services.
Assistant Settings Menu

You configure some assistant phone options in the Assistant Settings menu. The following table describes
the options available in the Assistant Settings menu.
Table 4: Assistant Settings Menu Options

CallPlane OverWrite Toggles between Enabled and Disabled.
Enable this flag to send real time updates while the assistant is on a call.
When enabled, a change in a manager's status displays while the assistant
is on a call. Use this feature to help determine if a manager is busy before
diverting a call to that manager.
Smart Sorting Toggles between Enabled and Disabled.

Enable this flag to sort the manager list on the Assistant Manager Status
menu by new call event. If disabled, the ordering of the manager list is
static.
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Advanced Operations
Assistant Phones

Set Divert target When you press the Redirect softkey, incoming calls for the manager on
the assistant phone get diverted to the divert target, which is either the
currently selected manager (the default) or a directory number.
Softkeys are used to access and manage a variety of assistant tasks. The following table describes the softkeys
available in the Assistant Settings menu.
Table 5: Softkeys in the Assistant Settings window
Softkey Description
Select Toggles the settings for CallPlane OverWrite and Smart Sorting. If the Set Divert
Target field is highlighted, press Select to display the assistant Divert Target
screen.
StpUpdt/StrUpdat Stops or starts automatic refresh of a manager's status in the Assistant Manager
Status window. By default this is enabled (StrUpdat). To prevent automatic
refresh, press StpUpdt. Press StrUpdt to start automatic refresh.
Back Exits the Assistant Settings menu and returns to the Assistant Manager Status
window.
LogOut Logs out the assistant from the IPMA service. To resume using IPMA, the assistant
must log back into the IPMA service.
Set Divert Target
Procedure
Step 1 Open the Assistant Manager Status menu.

You may need to log in first.
Step 2 Press AsstSett.

If AsstSett is not visible, press More. You may need to press More twice.
Step 3 Press Set Divert Target.

Step 4 Enter the directory number.
Step 5 Press Save.
Pressing Redirect routes incoming, connected or on-hold calls to this number.
Related Topics
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Advanced Operations
Assistant Phones
Assistant Settings Menu, on page 108
Enable CallPlane Overwrite
Procedure

Step 2 Press AsstSett to open the Assistant Settings Menu.

Step 3 Choose CallPlane Overwrite and press Select.

Step 4 Choose Enable.
Step 5 Press Save.
Related Topics
Enable Smart Sorting
Procedure

Step 2 Press AsstSett to open the Assistant Settings Menu.

Step 3 Choose Smart Sorting and press Select.

Step 4 Choose Enable and press Select.
Step 5 Press Save.
Related Topics
Assistant Manager Status Menu

The following information is displayed in the Assistant Manager Status menu:
• Assistant status: indicates if the assistant is online or offline.
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Advanced Operations
Assistant Phones
• Manager list: displays the call status, line number, and call information for each associated manager.
Softkeys are used to access and manage a variety of assistant tasks. The following table describes the softkeys
available in the Assistant Manager Status menu.
Table 6: Softkeys in the Assistant Manager Status Window
Softkey Description
More Switches among pages. Press this key if a required key is not visible.
Select Selects the highlighted manager from the list of managers and opens the Manager
Settings window.
Answer Answer an incoming call for the corresponding manager.
Exit Exits the Assistant Service.
Redirect Immediately diverts incoming, connected or on-hold call to the corresponding

manager (the default) or to another preset directory number.
TransVm Sends an incoming, connected, or on-hold call to that manager's voice mailbox.
InterCom Enables the assistant to speak to a manager on an intercom line.
GoOffLine Takes the assistant offline. If another assistant is configured for the manager, and
if that assistant is online, then that assistant becomes the active assistant for the
manager.
AsstSett Opens the Assistant Settings window. The assistant uses this to configure settings.
See Assistant Settings Menu, on page 108.
Related Topics
Set Divert Target, on page 109
Manager Settings Menu, on page 107
Manager Settings Menu on Assistant Phone

The Manager Settings menu is used to manage applicable settings on behalf of each associated manager that
appears in the manager list of the Assistant Manager Status window. The available settings depend on whether
your phone is configured in shared-line mode or in proxy-line mode.
In shared-line mode, only the Do Not Disturb feature can be set by the assistant.
In proxy-line mode, the Manager Settings menu on the assistant phone is similar to the Manager Settings
menu on the manager phone. Note that the assistant cannot specify the active assistant phone for the manager
phone, but Do Not Disturb and Divert Calls can be toggled by the assistant. The assistant is also able to set
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Advanced Operations
Assistant Phones
the manager divert target for the selected manager. If the divert target is set to be blank, then the divert target
is saved as Assistant.
Log In to IPMA Service on Phone
Procedure

Step 2 Select the Assistant Service menu option and press Open.
Step 3 Select Assistant Login and press Open.
Step 4 Enter your User ID.
Step 5 Enter your PIN.
Step 6 Press Submit.
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CHAPTER 9
User Preferences
• Adjust Phone Screen Brightness, page 113
• Adjust Headset Sidetone, page 114
• Change Ringtone, page 114
• Change Wallpaper, page 115
• Change Font Size, page 115
• Phone Services , page 116
• Line Settings, page 116
Adjust Phone Screen Brightness

You can adjust your phone screen brightness level.
Procedure
Step 1
Step 2 Use the Navigation pad and Select button to scroll and select Preferences.
Step 3 Select Brightness.
• To increase brightness, press the right arrow on the Navigation pad.
• To decrease brightness, press the left arrow on the Navigation pad.
Step 4 Press Save to set the brightness, or press Cancel to exit.
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User Preferences
Adjust Headset Sidetone
Adjust Headset Sidetone

If your system administrator has sets the Headset Sidetone Controls feature for your phone, you can specify
the volume of your headset from your phone.
Procedure

Step 2 Use the Navigation pad and Select button to select Preferences.
Step 3 Select Headset Sidetone.
Step 4 Select one of the following sidetone levels:
• Off
• Very Low
• Low
• Normal
• High
Change Ringtone
You can choose a different ringtone for each line that your phone plays to indicate an incoming call. For
information about adding custom ringtones to your phone, contact your system administrator.
Procedure

Step 3 Select Ringtone.
Step 4 If your phone has multiple lines, select a line and press Edit or Select.
Step 5 Highlight a ringtone.
Step 6 Press Select or Edit.
Step 7 Press Play to play the sample ringtone.
Step 8 Press Set to apply the ringtone.
Step 9 To apply the ringtone to all lines, press Apply To All.
Step 10 Press Return to return to the Preferences screen.
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User Preferences
Change Wallpaper
Change Wallpaper
Your system administrator controls if you can change the wallpaper. If you can change the wallpaper, you
can set up your phone with wallpapers that are provided with the phone, or with your own custom wallpaper.
Procedure
Step 1
Step 2 Use the Navigation pad and Select to scroll and select Preferences.
Step 3 Select Wallpaper and select a wallpaper option.
Step 4 Press Preview to see the wallpaper on your phone screen.
Step 5 Press Set to apply the wallpaper to the phone.
Change Font Size

You can increase or decrease the maximum number of characters the IP phone displays by changing the font
size for the displayed characters. To increase the maximum number of displayed characters, select a smaller
font size. To decrease the maximum number of displayed characters, select a larger font size.
The font size affects the following labels:
• call screen (caller name and feature key label)
• caller name in Call History
• line label on phone screen
• line label on key expansion module
The following table describes the configuration setting and the corresponding font sizes.
Configuration Line Label Call Session: Call Session: Call History Key Expansion
Setting Caller Name Caller Number Module
Huge 26 point 26 point 22 point 26 point 23 point
Large (default) 23 point 23 point 22 point 23 point 18 point
Medium 20 point 20 point 22 point 19 point 18 point
Small 16 point 16 point 20 point 19 point 16 point
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User Preferences
Phone Services
Procedure
Step 1
Step 3 Select Font Size.
Step 4 Choose Huge, Large, Medium, or Small.
Step 5
Press Return to return to the Preferences screen.
Phone Services
Phone services can include special phone features, network data, and web-based information (such as stock
quotes and movie listings). You need to subscribe to a phone service using the Self Care Portal before you
can access it on your phone.
If one service is set up, the service opens by default. If more than one service is set up, select an option from
the menu.
Select a service by using one of these feature buttons:
•
(Feature button that your system administrator sets up)
•
Messages
•
Applications
•
Contacts
For information on Cisco Unified Communications Self Care Portal, see the Cisco Unified Communications
Self Care Portal User Guide, at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/useroptions/
10_5_1/CUCM_BK_U437D0F8_00_self-care-user-guide-1051.html.
Line Settings
Line settings affect a specific phone line (directory number) on your phone. Line settings can include call
forwarding, visual and audio message indicators, ring patterns, and other line-specific settings.
You can use the Cisco Unified Communications Self Care Portal to change your line settings. For information,
see the Cisco Unified Communications Self Care Portal User Guide at http://www.cisco.com/c/en/us/td/docs/
voice_ip_comm/cucm/useroptions/10_5_1/CUCM_BK_U437D0F8_00_self-care-user-guide-1051.html.
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CHAPTER 10
Cisco Unified Video Camera
• Install Cisco Unified Video Camera, page 117
• View Camera Details, page 119
• Cisco Unified Video Camera Features, page 119
• Camera Lens Shutter, page 120
• Camera Preferences, page 121
• Reset Camera, page 123
Install Cisco Unified Video Camera

The Cisco Unified Video Camera can be mounted on your Cisco Unified IP Phone 9951 or 9971, or it can be
mounted on your computer monitor. If you need help installing or positioning your camera, contact your
system administrator.
Mount Camera on Phone

Procedure
Step 1 Remove the protective plastic from the camera lens and body.
Step 2 On the phone, remove the small plastic cover located on the topside of the phone display.
Step 3 With your phone idle (no calls), slide the camera USB connector (on the bottom of the camera) into the Phone
USB port (on the back of the phone display).
As you do this, pins on the underside of the camera fit into pinholes on the top of the phone display to further
stabilize the camera.
117
Mount Camera on Monitor
Step 4 Look for the installation confirmation message on the phone screen.
Step 5 After installation is complete, adjust the View Area and Brightness settings as needed.
Mount Camera on Monitor

Procedure
Step 1 Obtain a mounting clip and USB extension cable from your system administrator.
Step 2 Remove the protective plastic from the camera lens and body.
Step 3 Plug the USB extension cable into the USB port on the back of the phone display.
Step 4 Place the camera in the mounting clip, as shown in the following figure.
Step 5 With your phone idle (no calls), attach the USB cable to the USB connector on the bottom of the camera.
Step 6 Adjust the mounting clip as needed to rest securely on your computer monitor.
As shown in the following figure, the mounting clip has two removable sliding supports (small and large).
Choose the support that best fits your computer monitor; you can remove the remaining support.
118
View Camera Details
Step 7 Look for the installation confirmation message on the phone screen.
Step 8 After installation is complete, adjust the View Area and Brightness settings as needed.
View Camera Details

Procedure

Step 2 Use the Navigation pad and Select button to scroll and select Accessories.
Step 3 Select Cisco Unified Video Camera and press Details.
Step 4 Press Return to return to the Accessories screen.
Cisco Unified Video Camera Features

The Cisco Unified Video Camera includes the following features.
119
Camera Lens Shutter
1 LED: Indicates the state of the camera as follows: 2 Camera lens: Swivels up and down to adjust the
camera angle. The lens shutter can close to block
• Video transmitting—Green video transmission.
• Video muted—Red
3 USB connector 4 Mounting pins: Secures the camera to your Cisco

Unified IP Phone. The pins fit into the designated
slots on top of the phone.
Camera Lens Shutter

The camera lens shutter allows you to physically block video transmission from your camera.
Close Camera Lens Shutter

The following figure shows the location of the camera lens shutter.
120
Camera Preferences
Procedure
Step 1 To close the shutter, rotate the lens clockwise.

Step 2 To open the shutter, rotate the lens counterclockwise.
Camera Preferences
Camera preferences allows you to set user preferences for the following items:
• Auto Transmit
• Brightness
• Viewing Areas
Enable Auto Transmit

When Auto Transmit Video is on, the camera streams video automatically during calls.
When Auto Transmit is off, video for each call is automatically muted (however, your phone still receives
video).
Procedure

Step 3 Select Cisco Unified Video Camera.
Step 4 Press Set-up.
Step 5 Press Turn On to enable the Auto Transmit feature, or press Return to return to the Set-up screen.
121
Adjust Camera Brightness
Adjust Camera Brightness

The brightness setting affects the video that you transmit to others; it does not affect video that you receive
from other parties.
Because the field of view can affect brightness, adjust the View Area before adjusting the brightness.
Procedure

Step 4 Select Brightness.
• To increase brightness, press the right or up arrow on the Navigation pad.
• To decrease brightness, press the left or down arrow on the Navigation pad.
Step 5 Press Save to set the brightness, or press Return to return to the Setup screen.
Adjust Camera View Area

The view area acts as a wide angle and zoom function for your camera:
• Increasing the view area allows the camera to capture a wider image field.
• Decreasing the view area acts as a zoom and narrows the image field.
Procedure

Step 4 Select View Area
• To increase the camera viewing area, press the right or up arrow on the Navigation pad.
• To decrease the camera viewing area, press the left or down arrow on the Navigation pad.
Step 5 Press Save to set the contrast, or press Return to return to the Setup screen.
122
Access Preview Video
Access Preview Video

Preview Video allows you to see the view from your camera when you are not in a video call. Use Preview
Video before making video calls to help set up and position your camera effectively.
Procedure
Step 1 Press More.

Step 2 Press Preview Video.
Enable Video
The Enable Video On/Off settings in the phone menu controls the video capability of the phone. If you enable
video, you identify the phone as being capable of sending and receiving video. If you disable video, your calls
use only audio. Your system administrator controls the ability to use video for calls.
Follow these steps to turn this feature on or off:
Procedure

Step 2 Use the Navigation pad and Select button to select Preferences > Video.
Step 3 Press On/Off softkey or Select button to toggle video on or off.
Reset Camera
Procedure

Step 3 Select Cisco Unified Video Camera and press Reset.
The phone resets the default configuration of the Cisco Unified Video Camera.
Step 4 Press Cancel to return to the Accessories screen.
123
Reset Camera
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CHAPTER 11
Accessories
• Accessory Support, page 125
• View Accessories List, page 126
• View Accessories Details, page 126
• USB Devices, page 127
• Set Up Wideband for Analog Headset, page 127
• Bluetooth Headsets, page 128
• Cisco Unified IP Color Key Expansion Module, page 131
Accessory Support
Your phone supports accessories from Cisco and third-party manufacturers.
Accessory Type Cisco Unified IP Phone

8961 9951 9971
Cisco Accessories
Cisco Unified IP Color Add-on module X X X

Key Expansion Module
Cisco Unified Camera Add-on module — X X
Virtual desktop infrastructure Add-on module X X X

(VDI) client
Third-Party Accessories
125
Accessories
View Accessories List
Accessory Type Cisco Unified IP Phone

8961 9951 9971
Headset Analog X X X
Analog Wideband X X X
Bluetooth — X X
USB X X X
Microphone External PC — X X
Speakers External PC — X X
View Accessories List

You can connect external hardware to your phone using the headjack, Bluetooth, or USB. The accessory list,
by default, contains an analog headset that can be set up to enable wideband.
Procedure

A list of phone accessories displays.
View Accessories Details

Procedure
Step 1
Step 3 Select an accessory from list and press Details.
The phone screen displays the details of selected accessory. The information displayed on the phone screen
depends on the accessory selected. Most of the accessories provide these details:
• Device Name
• Hostname
126
Accessories
USB Devices
• Device Type
• Device Service
• Firmware Version
• Paired Status (for Bluetooth devices)
• Connected Status
• Configured Status
Step 4 Press Setup to configure the selected accessory for your phone.
USB Devices
Each USB port supports a maximum of five supported and nonsupported devices that are connected to the
phone. Each device connected to the phone is included in the maximum device count.
For example, your phone can support five USB devices (such as three Cisco Unified IP Color Key Expansion
modules, one hub, and one other standard USB device) on the side port and five additional standard USB
devices on the back port. Many third-party USB products contain more than one USB device, and thus count
as more than one device. For example, a third-party USB device may contain an internal hub and a headset,
and thus count as two USB devices.
If you use a USB hub and remove the USB cable from the phone or device port during an active call, it may
cause your phone or device to reboot. For more information, contact your system administrator.
Set Up Wideband for Analog Headset

Procedure

Step 3 Select Analog Headset and press Setup.

The phone screen displays the wideband status for the analog headset.
Step 4 To enable wideband for the analog headset, press Turn On.
Step 5 To disable wideband for the analog headset, press Turn Off.
Step 6 Press Return to return to the Accessories screen.
127
Accessories
Bluetooth Headsets
Bluetooth Headsets
(For Cisco Unified IP Phone 9951 and 9971 only.)
Your phone supports Bluetooth Class 2 technology when the headsets support Bluetooth. You can add and
pair up to five Bluetooth headsets to your phone, but the last Bluetooth headset connected becomes the default
for use with the phone.
The Cisco Unified IP Phone 9951 and 9971 support Bluetooth Class 2 technology when the headsets support
Bluetooth. Bluetooth enables low-bandwidth wireless connections within a range of 30 feet (10 meters). The
best performance is in the 3- to 6-foot (1- to 2-meter) range.
When using Bluetooth headsets with your phone, these conditions apply:
• You can pair and connect up to five Bluetooth headsets to your phone, but the last Bluetooth headset
connected becomes the default for use with the phone.
• After a Bluetooth headset is connected, turning it off and reconnects it to the phone. The following
instructions apply when using the Bluetooth headset:
◦If you have both a Bluetooth headset and an analog headset attached to the phone, only one type
of headset works at any time. Using a USB headset disables both the Bluetooth and analog headset.
◦Enable the Bluetooth headset to disable the analog headset.
◦Disable the Bluetooth headset to enable the analog headset.
◦Unplug the USB headset and then enable either the Bluetooth headset or the analog headset.
• For optimum headset coverage, use your Bluetooth headset within 10 ft of the phone, although Bluetooth
coverage extends to about 30 ft from the phone.
• Your phone supports the Bluetooth Handsfree Profile. If your Bluetooth headset supports these features,
you can perform these call functions from your Bluetooth headset:
◦Answer a call
◦End a call
◦Change the headset volume for a call
◦Redial
◦Caller ID
◦Reject
◦Divert
◦Hold and Accept
◦Release and Accept
For more information, see the documentation from your Bluetooth headset manufacturer.
While using Bluetooth headset, there can be potential interference issues. Therefore Cisco recommends that
you reduce the proximity of other 802.11b/g devices, Bluetooth devices, microwave ovens, and large metal
objects.
128
Accessories
Add Bluetooth Accessory
For a Bluetooth wireless headset to work, it does not need to be within direct line-of-sight of the phone, but
some barriers, such as walls or doors, and interference from other electronic devices, can affect the connection.
Add Bluetooth Accessory

Before you add a Bluetooth accessory, it must be discoverable by the phone. Look for a flashing LED on a
Bluetooth accessory as an indication that it is discoverable. For more information, see the documentation from
the Bluetooth accessory manufacturer.
Procedure

Step 3 Select Add Bluetooth Accessory.
The phone searches for discoverable accessories that are supported. When an accessory is found, it is added
to the list in the Adding Bluetooth Accessory screen.
Step 4 Select the accessory and press Connect.
The phone automatically attempts to connect the accessory using a Bluetooth device PIN of “0000”.
Step 5 If your accessory requires a different PIN and the Adding PIN screen appears, enter the PIN for your accessory.
When the connection completes, the Bluetooth active icon appears on the phone screen header and a
checkmark appears next to the connected accessory.
Connect Bluetooth Accessory

Before You Begin

Before you can connect a Bluetooth accessory, it must be already added as an accessory to the phone.
Procedure

Step 3 Select a Bluetooth accessory and press Connect.
When the connection completes, the Bluetooth active icon appears on the phone screen header and a
checkmark appears next to the connected accessory.
129
Accessories
Turn on Bluetooth
Turn on Bluetooth
If your system administrator has set up the Bluetooth feature for your phone, you can turn it on and off from
your phone.
Procedure

Step 3 Select Bluetooth.
Step 4 Press On .
The Bluetooth icon appears on the phone screen header.
Step 5 (Optional) To add a Bluetooth accessory from this screen, select Bluetooth again and press Add Accessory.
Step 6 To turn off Bluetooth, press Applications .
Step 8 Select Bluetooth.
Step 9 Press Off.
The Bluetooth icon disappears from the phone screen header.
Disconnect Bluetooth Accessory

Procedure

Step 3 Select a Bluetooth accessory and then press Disconnect.
Delete Bluetooth Accessory

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Accessories
Cisco Unified IP Color Key Expansion Module
Procedure
Step 1
Step 3 Select a Bluetooth accessory and press Delete.
The Bluetooth accessory disconnects (if it was connected) and does not display on the Accessories list.
Cisco Unified IP Color Key Expansion Module

The Cisco Unified IP Color Key Expansion Module attaches to your Cisco Unified IP Phone 8961, 9951, and
9971 and allows you to add up to 36 extra line appearances or programmable buttons to your phone. The
programmable buttons can be set up as phone line buttons, speed-dial buttons, or phone feature buttons.
You can add multiple Expansion Modules to the Cisco Unified IP Phone 9951 and Cisco Unified IP Phone
9971.
Cisco Unified IP Phone model Number of Expansion Modules supported

8961 1 Expansion Module with 36 lines or buttons
9951 2 Expansion Modules with 72 lines or buttons
9971 3 Expansion Modules with 108 lines or buttons
When multiple Expansion Modules are attached, they are numbered according to the order in which they are
connected to the phone. For example:
• Key Expansion Module 1 is the Expansion Module closest to the phone.
• Key Expansion Module 2 is the Expansion Module in the middle.
• Key Expansion Module 3 is the Expansion Module farthest to the right.
The following figure shows a Cisco Unified IP Phone 9971 with three Cisco Unified IP Color Key
Expansion Modules.
131
Accessories
Cisco Unified IP Color Key Expansion Module Features
Cisco Unified IP Color Key Expansion Module Features

The Cisco Unified IP Color Key Expansion Module includes the following features.
1 Phone screen: Displays the phone number, speed-dial number (or name or other text label),
phone service, phone feature, or Privacy assigned to each button.
Icons indicating line status appear similar to, and function the same as, those on the Cisco Unified
IP Phone to which the Key Expansion Module is attached.
132
Accessories
Place a Call on the Key Expansion Module
2 Lighted Buttons: 18 line buttons. Each button corresponds to one line (as with the Cisco Unified
IP Phone). The lights beneath each button indicate the state of the corresponding line as follows:
• Line available: light off
• Line in use by you: solid green light
• Line in use by someone else: solid red light
• Line ringing: solid amber light
• You have a call on hold: solid green light
• Someone else has a call on hold on a shared line: solid red light
• Call transfer: solid green light
• Call is ringing on an inactive page: solid amber light
3 Shift Buttons: 2 buttons. Each button corresponds to one page of 18 line keys. The button for
page one is labeled with the number 1 and the button for page two is labeled with the number
2. The lights beneath each button indicate the state of the page as follows:
• Page is in view: solid green light
• Page is not in view: light off
• Page is not in view, with one or more alerting calls on the page: solid amber light
• Page is in view with one or more alerting calls on the page: solid green light
• A call is ringing on an inactive page: flashing amber light
Place a Call on the Key Expansion Module

Procedure
Step 1 Press the line button on the key expansion module.

Step 2 Dial a phone number.
Key Expansion Module Button Setup

You can use the Self Care Portal to configure your speed-dial numbers or program buttons to access phone
services. Phone services can include weather, stock quotes, or corporate calendars and directories.
133
Accessories
Adjust the Key Expansion Module Screen Brightness
Adjust the Key Expansion Module Screen Brightness

Procedure
Step 1 Press Applications on the phone.

Step 2 Select Preferences > Brightness > Key Expansion Module.
Step 3 Press right on the Navigation pad to increase brightness. Press left on the Navigation pad to decrease brightness.
Step 4 Press Save.
134
CHAPTER 12
Frequently Asked Questions
• Why Can't I See All Active Calls on My Phone?, page 136
• How Do I Redirect an Incoming Call?, page 136
• How Do I Silence a Ringing Call If I'm On a Call?, page 136
• How Do I Resume a Call that is On Hold?, page 136
• What Is the Difference Between Buttons on the Left and Those on the Right of the Screen?, page 137
• Why Do Softkeys Keep Changing?, page 137
• What Is the Best Way to Look at Calls When I Have a Shared Line or Multiple Lines?, page 137
• What Should I Do If I Accidentally Press a Button While on a Call?, page 138
• How Do I Check Missed Calls?, page 138
• How Do I Exit from a Running Application?, page 138
• How Do I Connect Two Calls and then Drop from the Line Myself?, page 139
• What Does the Swap Softkey Do?, page 139
• How Do I Cancel a Conference or Transfer After I Start It?, page 140
• How Can I Combine Two Calls Into a Single Conference Call?, page 140
• Where Should I Mount My Cisco Unified Video Camera?, page 140
• How Can I Prevent Theft of my Cisco Unified Video Camera?, page 140
• Why can I not see video on a call?, page 141
• What Does the Preview Softkey Do?, page 141
• What Happens to Video When I Put a Call On Hold?, page 141
• What Do the Light Colors on My Cisco Unified Video Camera Indicate?, page 142
• How Do I Close the Shutter on my Cisco Unified Video Camera?, page 142
• Why Does the Video on my Cisco Unifed Video Camera Appear Too Dark?, page 142
• Why Does My Phone Not Wake Up?, page 142
• What Do Four Rings in Succession Mean?, page 143
135
Why Can't I See All Active Calls on My Phone?
• Why Can't I Turn On VXC?, page 143

• Why Is the VXC VPN Status "Not Connected"?, page 143
• Why Does VXC Show a "Session Lost" Error?, page 144
Why Can't I See All Active Calls on My Phone?

Question
Why can't I see all the active calls on my phone?
Answer
When there are more calls than available session buttons on the phone, you can scroll to see them. Calls are
sorted from oldest to newest, with the oldest call at the top of the list.
How Do I Redirect an Incoming Call?

Question
How do I redirect an incoming call when I am on a call?
Answer
To redirect an incoming (ringing) call while on another call, highlight the incoming call, and then press Divert.
Otherwise press Divert to redirect the current, active call.
How Do I Silence a Ringing Call If I'm On a Call?

Question
How do I silence a ringing call, if I'm on a call?
Answer
You can silence the incoming (ringing) call. Press Volume down once, and then let the incoming call go to
the target number (voice mail or predetermined number set up the system administrator).
How Do I Resume a Call that is On Hold?

Question
How do I resume a call that is on hold?
136
What Is the Difference Between Buttons on the Left and Those on the Right of the Screen?
Answer
To resume a call on hold, you can use any of the following methods:
• Press the pulsing green session button.
• Press the call session on the phone display (for the Cisco Unified IP Phone 9971 only).
• Press Resume.
• Highlight the call by using the Navigation pad and pressing the Select button.
• Press Hold.
What Is the Difference Between Buttons on the Left and Those

on the Right of the Screen?
Question
What is the difference between the buttons on the left and those on the right of the screen?
Answer
Your phone has feature buttons on the left and call session buttons on the right. Use the feature buttons to
access features (such as speed dial) or select a phone line. Use call session buttons to perform call-related
tasks, such as making a new call, resuming a held call, or checking your voicemail. The positions of the session
buttons and feature buttons can be reversed on phones that use a locale with a right-to-left reading orientation,
such as Hebrew and Arabic.
Why Do Softkeys Keep Changing?

Question
Why do the softkeys keep changing?
Answer
Softkeys act on the selected (highlighted) call or menu item only. The softkeys that display depend on the
call or item you have selected.
What Is the Best Way to Look at Calls When I Have a Shared

Line or Multiple Lines?
Question
What is the best way to look at calls when I have a shared line or multiple lines?
137
What Should I Do If I Accidentally Press a Button While on a Call?
Answer
If you have a shared line or multiple lines, it is recommended that you use the All Calls feature to view calls.
When you press the All Calls button (on the left), all calls for all your lines are listed on the phone screen in
chronological order (oldest first). If you do not have an All Calls button, contact your system administrator
to set up this feature. Your administrator can also set up your primary line key to act the same as the All Calls
button.
What Should I Do If I Accidentally Press a Button While on a

Call?
Question
What should I do if I accidentally press a button while on a call?
Answer
If you are on a call and press a button for another line, your line view will change. Your current call disappears
from view and calls for the newly selected line are displayed. To redisplay the call you are on, select the line
that it is on, press All Calls, or, press the Primary line key if it is set up by your administrator to display all
calls.
How Do I Check Missed Calls?

Question
How do I check missed calls on my phone?
Answer
To check missed calls on your phone:
• Press Applications, select Call History, and press Missed.
• Press Missed Calls.
How Do I Exit from a Running Application?

Question
How do I exit from a running application?
Answer
To exit from a running applications you must:
1 Press Applications .
138
How Do I Connect Two Calls and then Drop from the Line Myself?
2 Use the Navigation pad and Select button to scroll and select Running Applications.
3 Select a running application and press Close App to close the application.
When prompted, save your changes.
4 Press Exit to end the running application.
If you do not exit a running application, it continues to run in the background.
How Do I Connect Two Calls and then Drop from the Line
Myself?
Question
How do I connect two calls and then drop from the line myself?
Answer
When you are on an active call (not on hold), do the following:
1 Press Transfer and enter the transfer recipient’s phone number in one of these ways:
• Press the session button of a held call.
• Enter the transfer recipient’s phone number.
• Scroll to a Call History record and press Call.
• Press Speed Dial, enter a speed-dial number or highlight the number you want to call, and press
Speed Dial again.
• Press Active Calls and select a held call. The transfer completes immediately.
2 Press Transfer again. You do not have to wait for the recipient to answer to complete the transfer.
What Does the Swap Softkey Do?

Question
What does the Swap softkey do?
Answer
The Swap softkey allows you to toggle between two calls before completing the transfer or creating a
conference. This allows you to consult privately with the party or parties on each call before combining the
calls into a conference.
139
How Do I Cancel a Conference or Transfer After I Start It?
How Do I Cancel a Conference or Transfer After I Start It?

Question
Can I cancel a conference or transfer procedure after I have started it?
Answer
Yes, before completing a conference or transfer, you can press Release or Cancel to cancel it.
How Can I Combine Two Calls Into a Single Conference Call?

Question
How can I combine two calls on hold into a single conference call?
Answer
Make sure that one of the calls is active (not on hold). If both calls are on hold, resume one cal, and then:
1
Press Conference .
2 Press the line button for the other (held) call.
The conference begins. The conference is established on the line that had the active call.
Where Should I Mount My Cisco Unified Video Camera?

Question
Should I mount my Cisco Unified Video Camera on my phone or on my computer monitor?
Answer
For casual video calling, a camera mounted directly on the phone is recommended. If you plan to turn to face
your computer monitor often (for example, if you are presenting slides), a camera mounted on monitor might
be preferable. Experiment with both and see what works best for you.
If you prefer to mount your camera on your computer monitor, ask your system administrator for a camera
mounting clip and USB extension cable.
How Can I Prevent Theft of my Cisco Unified Video Camera?

Question
How can I keep my Cisco Unified Video Camera secure to prevent theft?
140
Why can I not see video on a call?
Answer
If you are concerned about theft, you can place the camera in a locked drawer when not in use. If you plan to
remove the camera regularly for this reason, consider attaching the camera to a USB extension cable (available
from your system administrator) rather than mounting the camera directly on the phone.
Connecting and disconnecting the camera is easy and neither resets the phone nor disrupts the audio portion
of an active call. However, you may find connecting and disconnecting the camera easier if a USB cable is
used rather than directly removing and reattaching the camera to the phone.
Note that the Cisco wall mount kit contains a security mechanism which locks the camera to the phone.

Question
Answer
To see an image of the other party on your phone screen, the other party’s phone must support video and the
other party must have a camera installed and enabled on the phone. During conference calls, the conference
system used during the call must support video conferencing.
What Does the Preview Softkey Do?

Question
What does the Preview softkey do?
Answer
If you have a Cisco Unified Video Camera installed on your phone, you can press Preview to see the view
from your camera when you are not in a video call. Try using Preview before making video calls to help set
up and position your camera effectively.
What Happens to Video When I Put a Call On Hold?

Question
What happens to video when I put a call on hold?
Answer
Video transmission is blocked until you resume the call.
141
What Do the Light Colors on My Cisco Unified Video Camera Indicate?
What Do the Light Colors on My Cisco Unified Video Camera

Indicate?
Question
What do the different light colors on my Cisco Unified Video Camera indicate?
Answer
The colors indicate video transmission states as follows:
• Green: Your video is transmitting.
• Red: Your video is muted.
How Do I Close the Shutter on my Cisco Unified Video Camera?

Question
How can I close the shutter on my Cisco Unified Video Camera?
Answer
Close the camera shutter by rotating the camera lens clockwise. Rotate counter-clockwise to open the shutter
again
Why Does the Video on my Cisco Unifed Video Camera Appear

Too Dark?
Question
Why does video from my Cisco Unified Video Camera appear too dark (or too light)?
Answer
Lighting conditions (such as windows and ceiling lights) within the camera field of view affect the brightness.
Try moving the camera to see if the brightness improves. You can also adjust the brightness setting.
Why Does My Phone Not Wake Up?

Question
Why does my phone not work “wake up” when it worked before?
142
What Do Four Rings in Succession Mean?
Answer
If your system administrator has set up your phone for EnergyWise, the phone may be sleeping (powered
down). Your system administrator sets your phone to sleep at a certain time and wake (power up) at a certain
time. Your phone wakes up at the time your system administrator configured. You can press the Select button
to wake your phone up. Contact your system administrator to have the sleep and wake up times changed.
What Do Four Rings in Succession Mean?

Question
My phone played the ring tone four times in succession, but there is no call. What does this mean?
Answer
The phone is notifying you that your phone will power down (sleep) soon to conserve energy (the EnergyWise
feature). Your system administrator sets your phone to sleep at a certain time and wakes (power up) at a certain
time. Your phone wakes up at the time your system administrator configured, or you can press Select to wake
it up. Contact your system administrator to have the sleep and wake up times changed.
Why Can't I Turn On VXC?

Question
Why can't VXC be turned on?
Answer
Sometimes the VXC device can't get power from the phone. Make sure that the phone is powered by a power
brick or a PoE+ switch. If the issue persists, power cycle the phone.
Why Is the VXC VPN Status "Not Connected"?

Question
Why is the VXC VPN status “Not Connected” when the phone VPN status is “Connected” and the VXC device
is turned on?
Answer
Sometimes the VXC device can't be detected by the phone. Make sure the VXC device is directly connected
to the phone PC port, and then power cycle the VXC device.
143
Why Does VXC Show a "Session Lost" Error?
Why Does VXC Show a "Session Lost" Error?

Question
Why does VXC show a “session lost” or “signal in another monitor” error?
Answer
This issue happens with VXC2111 in some scenarios. Plug the monitor into display port 0, which is the furthest
display port on the right from the phone point of view.
144
CHAPTER 13
Troubleshooting
• Missing Alert Calls Button, page 145
• Missing All Calls Button, page 145
• Cannot Sign In to the Personal Directory, page 146
• Cannot Access the Self Care Portal, page 146
• Security Error Message, page 146
• Report Call Quality Issues, page 147
• Documentation, Service Requests, and Additional Information, page 147
Missing Alert Calls Button

Issue
I would like to use the Alert Calls button but it is not on my phone.
Possible Cause
It has not been set up by your system administrator.
Solution
Contact your system administrator to enable the Alert Calls feature for you.
Missing All Calls Button

Issue
I would like to use the All Calls button, but it is not on my phone.
145
Troubleshooting
Cannot Sign In to the Personal Directory
Possible Cause
It has not been set up by your system administrator or your system administrator may have set up your phone
so that the primary line button performs the All Calls function.
Solution
Contact your system administrator to enable the All Calls feature for you or check with your administrator
about the primary line button functionality.
Cannot Sign In to the Personal Directory

Problem
You can't sign in to your personal directory.
Possible Cause
• You are using your password to sign in, not your personal identification number (PIN).
• Your PIN must be reset.
Solution
• Use your PIN, not your password.
• Contact your administrator.
Cannot Access the Self Care Portal

Problem
You can't access your Self Care Portal.
Possible Cause
Your password must be reset or your administrator may have changed your access to the pages.
Solution
Contact your administrator.
Security Error Message

Problem
Your phone displays Security Error.
146
Troubleshooting
Report Call Quality Issues
Cause
Your phone firmware has identified an internal error.
Solution
If the message persists, contact your administrator.
Report Call Quality Issues

Your administrator may temporarily configure your phone with the Quality Reporting Tool (QRT) to
troubleshoot performance problems. Depending on configuration, use the QRT to:
• Immediately report an audio problem on a current call.
• Select a general problem from a list of categories and choose reason codes.
Procedure
Step 1 Press Report quality.

Step 2 Scroll and select the item that closely matches your problem.
Step 3 Press the Select softkey.
The information is sent to your system administrator.
Documentation, Service Requests, and Additional Information

For information about how to obtain documentation, submit a service request, and gather additional information,
see the monthly publication What’s New in Cisco Product Documentation. This publication also lists all new
and revised Cisco technical documentation at http://www.cisco.com/c/en/us/td/docs/general/whatsnew/
whatsnew.html.
Subscribe to the What’s New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed.
Use a reader application to set content for direct delivery to your desktop. The RSS feeds are a free service,
and Cisco currently supports RSS Version 2.0.
147
Troubleshooting
Documentation, Service Requests, and Additional Information
148
CHAPTER 14
Product Safety and Security
• Safety and Performance Information, page 149
• FCC Compliance Statements, page 150
• Cisco Product Security Overview, page 151
• Important Online Information, page 152
Safety and Performance Information
Power Outage
Your access to emergency service through the phone requires that the phone receive power. If a power
interruption occurs, service or emergency calling service dialing does not function until power is restored. If
a power failure or disruption occurs, you may need to reset or reconfigure the equipment before you can use
service or emergency calling service dialing.
External Devices
We recommend that you use good-quality external devices that are shielded against unwanted radio frequency
(RF) and audio frequency (AF) signals. External devices include headsets, cables, and connectors.
Depending on the quality of these devices and their proximity to other devices, such as mobile phones or
two-way radios, some audio noise may still occur. In these cases, we recommend that you take one or more
of these actions:
• Move the external device away from the source of the RF or AF signals.
• Route the external device cables away from the source of the RF or AF signals.
• Use shielded cables for the external device, or use cables with a better shield and connector.
• Shorten the length of the external device cable.
• Apply ferrites or other such devices on the cables for the external device.
149
Bluetooth Wireless Headset Performance
Cisco cannot guarantee the performance of external devices, cables, and connectors.
Caution In European Union countries, use only external speakers, microphones, and headsets that are fully compliant
with the EMC Directive [89/336/EC].
Bluetooth Wireless Headset Performance

Cisco IP phones support Bluetooth Class 2 technology when the headsets support Bluetooth. Bluetooth enables
low-bandwidth wireless connections within a range of 30 feet (10 meters). The best performance is in the 3-
to 6-foot (1- to 2-meter) range. You can connect up to five headsets, but only the last one connected is used
as the default.
Because of potential interference issues, we recommend that you move 802.11b/g devices, Bluetooth devices,
microwave ovens, and large metal objects away from the wireless headset.
The Bluetooth wireless headset does not need to be within direct line-of-sight of the phone. However, some
barriers, such as walls or doors, and interference from other electronic devices, can affect the connection.
Ways to Provide Power to Your Phone

You can provide power to your phone in one of two ways:
• Use the power cable that comes with your phone.
• If your network supports Power over Ethernet (PoE), you can plug your phone into the network. Plug
an Ethernet cable into the Ethernet phone port and into the network.
If you are not sure whether your network supports PoE, check with your administrator.
Phone Behavior During Times of Network Congestion

Anything that degrades network performance can affect Cisco IP Phone voice and video quality, and in some
cases, can cause a call to drop. Sources of network degradation can include, but are not limited to, the following
activities:
• Administrative tasks, such as an internal port scan or security scan
• Attacks that occur on your network, such as a Denial of Service attack
FCC Compliance Statements

The Federal Communications Commission requires compliance statements for the following:
150
FCC Part 15.21 Statement
FCC Part 15.21 Statement

Changes or modifications not expressly approved by the party responsible for compliance could void the
user’s authority to operate the equipment.
FCC RF Radiation Exposure Statement

This equipment complies with FCC radiation exposure limits set forth for an uncontrolled environment. End
users must follow the specific operating instructions for satisfying RF exposure compliance. This transmitter
must be at least 20 cm from the user and must not be collocated or operating in conjunction with any other
antenna or transmitter.
FCC Receivers and Class B Digital Statement

This product has been tested and complies with the specifications for a Class B digital device, pursuant to
Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful
interference in a residential installation. This equipment generates, uses, and can radiate radio frequency
energy and, if not installed and used according to the instructions, may cause harmful interference to radio
communications. However, there is no guarantee that interference will not occur in a particular installation.
If this equipment does cause harmful interference to radio or television reception, which is found by turning
the equipment off and on, the user is encouraged to try to correct the interference by one or more of the
following measures:
• Reorient or relocate the receiving antenna
• Increase the separation between the equipment or devices
• Connect the equipment to an outlet other than the receiver's
• Consult a dealer or an experienced radio/TV technician for assistance
Cisco Product Security Overview

This product contains cryptographic features and is subject to U.S. and local country laws that govern import,
export, transfer, and use. Delivery of Cisco cryptographic products does not imply third-party authority to
import, export, distribute, or use encryption. Importers, exporters, distributors, and users are responsible for
compliance with U.S. and local country laws. By using this product, you agree to comply with applicable
laws and regulations. If you are unable to comply with U.S. and local laws, return this product immediately.
Further information regarding U.S. export regulations can be found at http://www.bis.doc.gov/
policiesandregulations/ear/index.htm.
151
Important Online Information
Important Online Information

End User License Agreement
The End User License Agreement (EULA) is located here: http://www.cisco.com/go/eula
Regulatory Compliance and Safety Information

Regulatory Compliance and Safety Information (RCSI) is located here: http://www.cisco.com/c/en/us/td/docs/
voice_ip_comm/cuipph/all_models/regulatory_compliance/english/install/guide/iphrcsi3.html
152
CHAPTER 15
Warranty
• Cisco One-Year Limited Hardware Warranty Terms, page 153
Cisco One-Year Limited Hardware Warranty Terms

Special terms apply to your hardware warranty and services that you can use during the warranty period.
Your formal Warranty Statement, including the warranties and license agreements applicable to Cisco software,
is available on Cisco.com at the following URL: http://www.cisco.com/go/hwwarranty.
153
Warranty
Cisco One-Year Limited Hardware Warranty Terms
154

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Cisco Unified IP Phone 8961, 9951, and 9971 User Guide for Cisco

Unified Communications Manager 10.0 (SIP)

• Reorient or relocate the receiving antenna.

© 2016 Cisco Systems, Inc. All rights reserved.

CHAPTER 1 Getting Started 1

CHAPTER 2 Phone Setup 31

Secure the Phone with a Cable Lock 34

CHAPTER 3 Basic Operations 35

Put Call on Hold by Answering New Call 48

Place Call with Fast Dial Button 61

CHAPTER 5 Call History 65

CHAPTER 7 Advanced Calling Features 73

CHAPTER 8 Advanced Operations 93

Assistant Phones 108

CHAPTER 9 User Preferences 113

CHAPTER 10 Cisco Unified Video Camera 117

CHAPTER 11 Accessories 125

CHAPTER 12 Frequently Asked Questions 135

Where Should I Mount My Cisco Unified Video Camera? 140

CHAPTER 13 Troubleshooting 145

CHAPTER 14 Product Safety and Security 149

Important Online Information 152

CHAPTER 15 Warranty 153

Cisco Unified IP Phone 8961

Phone Connections for Cisco Unified IP Phone 8961

1 DC adapter port (DC48V) 5 Computer port (10/100/1000 PC) connection

2 AC-to-DC power supply (optional) 6 Handset connection

3 AC power wall plug (optional) 7 Analog headset connection (headset optional)

The following diagram shows the phone from the side.

Buttons and Hardware

4 Back button Returns to the previous screen or menu.

5 Release button Ends a connected call or session.

7 Conference button Creates a conference call.

9 Transfer button Transfers a call.

15 Autodials your voicemail system (varies by system).

18 Phone display Can be positioned to your preferred viewing angle.

Phone with Single Line

1 Line label Displays the line phone information.

6 Softkeys Softkey options for the selected (highlighted) call only.

Phone with Multiple Lines

5 Softkeys Softkey options for the selected call only.

Cisco Unified IP Phone 9951

Phone Connections for Cisco Unified IP Phone 9951

1 DC adapter port (DC48V) 6 Handset connection

3 AC power wall plug (optional) 8 USB port

The following picture shows the side of the phone.

1 USB port 3 Speaker port for output to optional

Buttons and Hardware

4 Back button Returns to the previous screen or menu.

5 Release button Ends a connected call or session.

7 Conference button Creates a conference call.

9 Transfer button Transfers a call.

15 Autodials your voicemail system (varies by system).

18 Phone display Can be positioned to your preferred viewing angle.

Phone with Single Line

1 Line label Displays the line phone information.

6 Softkeys Softkey options for the selected (highlighted) call only.

Phone with Multiple Lines

For more information, contact your system administrator.

5 Softkeys Softkey options for the selected call only.