Cisco Unified CallManager Features and Services Guide, Release 4.2(3)
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Index

Table Of Contents

A - B - C - D - E - F - H - I - J - L - M - N - P - Q - R - S - T - U - W -

Index

A

AAR

MLPP interaction 12-35

access control

MLPP numbering plan

example (figure) 12-28

explained 12-27

precedence patterns

example (figure) 12-28

explained 12-27

announcements

blocked precedence 12-25

blocked precedence (figure) 12-25

busy station 12-26

MLPP 12-23

unauthorized precedence 12-24

unauthorized precedence (figure) 12-24

application dial rules

configuring for WebDialer 14-11

Attendant Console, Cisco Unified CallManager

configuration 15-22

configuration checklist 15-24

configuration tool settings 15-62

configuring broadcast hunting 15-61

configuring circular hunting 15-61

configuring held icon timers 15-60

dependency records 15-66

dial rules 15-50

directory 15-14

directory lookup rules 15-50

hunt groups

configuration settings (table) 15-47

deleting members 15-45

updating members 15-45

viewing members 15-45

installation 15-22

interaction with Extension Mobility 15-20

more information 15-67

overview 15-1

performance monitors 15-66

pilot points, configuring 15-31

redundancy 15-16

service parameters 15-49

users 15-2

users, configuring 15-25

using the Attendant Console Configuration Tool 15-61

audio sources

creating for MOH 6-13

for MOH 6-12

managing for MOH 6-14

MOH CD-ROM 6-12

multicast 6-15

unicast 6-15

automated alternate routing (AAR)

MLPP interaction 12-35

B

bandwidth

insufficient with AAR for MLPP 12-35

barge

activating with built-in conference bridge 8-14

configuration checklist (table) 8-15

installing and activating 8-13

interactions and restrictions 8-10

more information 8-19

overview 8-1

service parameters 8-18

softkey 8-5

system requirements 8-9

broadcast hunting

configuring 15-61

built-in conference bridge

barge 8-14

C

call display restrictions

configuration checklist (table) 16-8

configuring 16-8

enabling 16-3

interactions 16-6

introduction 16-2

more information 16-24

overview 16-1

sample configurations 16-16

scenarios 16-5

system requirements 16-4

troubleshooting 16-23

calling search spaces

Cisco Unified CallManager Assistant

configuration tips 2-27

call park

adding a number 9-13

configuration checklist (table) 9-10

configuration settings (table) 9-16

configuring 9-9

deleting a number 9-15

example with MOH 6-7

finding a number 9-11

installing and activating 9-9

interactions 9-6

introduction 9-2

more information 9-18

overview 9-1

restrictions 9-8

setting service parameters 9-11

system requirements 9-6

troubleshooting 9-18

updating a number 9-14

usage example 9-3

call preservation

with MLPP 12-35

call queuing 15-13

configuring 15-61

cBarge

activating with shared conference bridge 8-14

softkey 8-6

CDR

recording for precedence calls 12-34

channel nonpreemptable 12-17

Cisco Call Back

configuration checklist 4-8

description 4-1

interactions and restrictions 4-5

interactions with Call Forward, iDivert, and Voice-Mail System features 4-6

overview 4-1

setting service parameters 4-12

softkey template 4-9

system requirements 4-5

Cisco CRA

viewing trace settings 7-30

Cisco CRA Engine

adding Cisco Unified CallManager AutoAttendant 7-23

adding CTI port group 7-20

configuring for Cisco Unified CallManager AutoAttendant 7-14

configuring JTAPI subsystem 7-19

starting and stopping 7-30

Cisco Customer Response Platform

components 7-4

Cisco Device Mobility

configuration checklist 19-14

configuration tips 19-13

configuring 19-9

enabling/disabling 19-15

feature interactions 19-8

feature restrictions 19-8

installing 19-9

network considerations 19-12

operations 19-2

overview 19-2

supported phone models 19-9

system requirements 19-8

troubleshooting 19-17

viewing roaming parameters 19-17

Cisco Extension Mobility

adding 1-26

configuration checklist 1-22

configuration checklist (table) 1-22

configuration example 1-21

configuring 1-19

description 1-4

device profiles 1-2

equivalency 1-11

illustrated (figure) 1-5

installing 1-16

login call flow 1-9

logout call flow 1-10

overview 1-1

subscribing 1-39

system requirements 1-13

user device profile, associating 1-37

using 1-41

Cisco Hold Reversion

configuration checklist 20-15

configuring 20-12

description 20-3

examples 20-3

feature interactions 20-10

feature restrictions 20-11

installing 20-12

overview 20-1, 20-2

supported phone models and devices 20-9

system requirements 20-9

Cisco TCD

understanding 15-16

Cisco Unified CallManager

configuring for Cisco Unified CallManager AutoAttendant 7-10

MOH servers 6-9

Cisco Unified CallManager Assistant

architecture overview 2-2, 3-2

assistant interfaces 2-8, 3-7

bulk administration tool 1-14, 2-11, 3-10

calling search space and partitions

configuration tips 2-27

Cisco Unified IP Phone interface 2-6, 3-6

Cisco Unified IP Phone Services, configuration tips 2-33

configuration checklist for proxy line support (table) 2-17

configuration checklist with shared line support (table) 3-15

configuration wizard for proxy line 2-23

configuring assistant proxy and incoming intercom lines 2-45

configuring manager and assigning assistant for proxy line 2-41

configuring manager and assigning assistant for shared line 3-24

configuring manager primary and incoming intercom lines 2-41, 3-24

configuring shared and incoming intercom lines for assistant 3-29

database and directory access architecture

understanding 2-7, 3-6

deleting assistant information 2-48, 3-31

deleting manager information 2-43, 3-27

desktop interface 2-6, 3-5

dial rules configuration 2-50, 3-34

extension mobility 2-12, 3-10

installing and activating 2-15, 3-14

installing the assistant console application 2-54, 3-37

interactions 2-11

LDAP configuration settings (table) 2-52, 3-35

manager and assistant phone configuration 2-34, 3-20

manager assistant administration interface 2-9, 3-8

manager interfaces 2-7, 3-7

more information 2-56, 3-39

multilevel precedence and preemption 2-14

Multilevel Precedence and Preemption (MLPP) 3-13

phones

configuration tips 2-39, 3-23

providing information to managers and assistants 3-37

reporting tools 2-12, 3-11

restrictions 2-11, 2-15, 3-13

route point

configuration tips 2-29

setting service parameters 2-30, 3-18

softkeys 2-8, 3-8

starting the Cisco IP Manager Assistant service 2-33, 3-20

system configuration with proxy line 2-22

system requirements 2-10, 3-9

time-of-day routing 2-14

understanding 2-3, 3-3

updating assistant configuration 2-49

updating assistant information 3-32

updating manager information 2-44, 3-28

Cisco Unified CallManager Attendant Console 15-50

client configuration settings (table) 15-57

configuration 15-22

configuration checklist 15-24

configuration tool settings 15-62

configuring broadcast hunting 15-61

configuring circular hunting 15-61

configuring held icon timers 15-60

configuring settings 15-56

creating the corporate directory file 15-52

dependency records 15-66

dial rules 15-50

directory 15-14

hunt groups

configuration settings (table) 15-47

deleting members 15-45

updating members 15-45

viewing members 15-45

installation 15-22

installing 15-53

interaction with Extension Mobility 15-20

more information 15-67

overview 15-1

performance monitors 15-66

pilot points, configuring 15-31

redundancy 15-16

service parameters 15-49

starting after installing Windows XP SP2 15-55

users 15-2

users, configuring 15-25

using the Attendant Console Configuration Tool 15-61

Cisco Unified CallManager AutoAttendant 7-10, 7-14, 7-26, 7-28

adding CTI ports 7-12

adding CTI route points 7-10

adding to Cisco CRA 7-23

components 7-4

configuring directory server settings 7-15

customizing 7-25

description 7-1

installation requirements 7-6

installing 7-6

managing 7-30

modifying instance 7-25

overview 7-3

reinstalling 7-8

script 7-3

understanding 7-2

upgrading 7-8

uploading spoken name 7-29

Cisco Unified CallManager Extension Mobility

configuration checklist (table) 7-9, 7-14

Cisco Unified IP Phone Services

Cisco Unified CallManager Assistant

configuration tips 2-33

Cisco WebDialer 14-1

Client Matter Codes

adding 5-11

configuration checklist (table) 5-8

configuration settings (table) 5-14

CTI, JTAPI, and TAPI usage 5-7

deleting 5-13

described 5-2

enabling for route patterns 5-14

finding 5-9

installation 5-8

interactions 5-4

requirements 5-7

restrictions 5-4

system requirements 5-7

updating 5-12

user information 5-23

common network facility preemption

example (figure) 12-18

example with retry timer Trr (figure) 12-20

explained 12-17

computer management (device driver) window (figure) 6-25

configuring Cisco CRA Engine 7-14

configuring Cisco Unified CallManager 7-10

configuring welcome prompt 7-28

CTI ports

adding for Cisco Unified CallManager AutoAttendant 7-12

adding to Cisco CRA 7-20

CTI route points

adding for Cisco Unified CallManager AutoAttendant 7-10

Cisco Unified CallManager Assistant configuration tips 2-29

custom phone rings

creating 13-4

more information 13-4

overview 13-1

PCM file requirements 13-3

D

database

scalability 6-10

Defense Red Switch Network 12-37

Defense Switched Network 12-37

dependency records

Cisco Unified CallManager Attendant Console 15-66

device profiles

and Cisco Extension Mobility 1-2

devices

driver states, checking 6-24

dialed digits 12-36

dial rules

Cisco Unified CallManager Attendant Console 15-50

directed call park

adding a number 9-29

configuration checklist (table) 9-26

configuration settings (table) 9-32

configuring 9-25

deleting a number 9-31

finding a number 9-27

installing and activating 9-25

interactions 9-22

introduction 9-20

more information 9-37

restrictions 9-24

setting service parameters 9-27

system requirements 9-21

troubleshooting 9-35

updating a number 9-30

usage examples 9-20

directory lookup rules 15-50

directory server settings, Cisco Unified CallManager AutoAttendant 7-15

domain

identifier for MLPP 12-8

DSCP

mapping to call precedence 12-39

E

enterprise parameters

MLPP 12-52

external call transfer restrictions

block offnet to offnet transfer service parameter 18-10

call classification service parameter 18-9

configuration checklist (table) 18-8

gateway configuration 18-11

installing and activating 18-7

interactions 18-6

more information 18-13

overview 18-1

restrictions 18-7

route pattern configuration 18-12

service parameters 18-9

system requirements 18-5

trunk configuration 18-11

F

features

barge 8-1

call display restrictions 16-1

call park 9-1

Cisco Unified CallManager Assistant

assistant interfaces 2-8, 3-7

bulk administration tool 1-14, 2-11, 3-10

calling search space and partitions 2-27

Cisco Unified IP Phone interface 2-6, 3-6

Cisco Unified IP Phone Services 2-33

configuration checklist for proxy line support (table) 2-17

configuration checklist with shared line support (table) 3-15

desktop interface 2-6, 3-5

extension mobility 2-12, 3-10

manager assistant administration interface 2-9, 3-8

manager interfaces 2-7, 3-7

multilevel precedence and preemption 2-14

Multilevel Precedence and Preemption (MLLP) 3-13

phones 2-39, 3-23

reporting tools 2-12, 3-11

route point 2-29

softkeys 2-8, 3-8

time-of-day routing 2-14

understanding 2-3, 3-3

understanding architecture 2-2, 3-2

understanding database and directory access architecture 2-7, 3-6

device mobility 19-1

external call transfer restrictions 18-1

hold reversion 20-1

immediate divert 10-1

Malicious Call ID (MCID) 11-1

Multilevel Precedence and Preemption (MLPP)

using with Cisco IPMA 3-13

privacy 8-1

QRT 17-1

WebDialer 14-1

file format

RingList.xml 13-2

Forced Authorization Codes

adding 5-17

configuration checklist (table) 5-8

configuration settings (table) 5-21

CTI, JTAPI, and TAPI usage 5-7

deleting 5-20

described 5-3

enabling for route patterns 5-22

finding 5-16

installation 5-8

interactions 5-4

requirements 5-7

restrictions 5-4

system requirements 5-7

updating 5-19

user information 5-23

H

held icon timers, configuring 15-60

hunt groups

broadcast

configuring 15-61

understanding 15-12

circular

understanding 15-10

circular hunting

configuring 15-61

configuration settings (table) 15-47

configuring 15-42

deleting members 15-45

linked 15-7

understanding 15-3

updating members 15-45

viewing members 15-45

I

immediate divert

configuration checklist (table) 10-11

installing and activating 10-10

interactions 10-8

more information 10-12

overview 10-1

restrictions 10-9

setting service parameters 10-12

system requirements 10-2

using 10-5

indication enabled 12-10

insufficient bandwidth

AAR for MLPP 12-35

intercluster trunks

executive override precedence call 12-38

J

JTAPI subsystem, configuring 7-19

L

LDAP

for Cisco Unified CallManager Assistant configuration settings (table) 3-35

lines

interaction with MLPP 12-34

login call flow

Cisco Extension Mobility 1-9

logout call flow

Cisco Extension Mobility 1-10

M

malicious call ID

adding a softkey template 11-9

configuration checklist (table) 11-7

configuring alarms 11-9

explained

giving MCID to users 11-11

installing 11-6

interactions 11-4

more information 11-13

overview 11-1

removing MCID feature 11-11

restrictions 11-5

services 11-1

setting service parameters 11-8

system requirements 11-3

troubleshooting 11-12

using feature with Cisco Unified CallManager 11-2

feature code 11-2

Malicious Call Identification (MCID), see malicious call ID

MCGP

and MLPP 12-36

MLPP

activating 12-49

announcements

blocked precedence 12-25

blocked precedence (figure) 12-25

busy station 12-26

explained 12-23

unauthorized precedence 12-24

unauthorized precedence (figure) 12-24

automated alternate routing (AAR) 12-35

call preservation 12-35

CDR recording 12-34

configuration checklist (table) 12-50

configuring 12-49

described 12-1

domain 12-8

enterprise parameters 12-52

hierarchical configuration 12-32

indication 12-10

installing 12-49

interactions 12-45

introducing 12-2

line feature interaction 12-34

MGCP 12-36

more information 12-54

numbering plan

example (figure) 12-28

explained 12-27

precedence

alternate party diversion example (figure) 12-13

call setup 12-10

explained 12-4

MLPP alternate party (MAP) 12-12

patterns 12-9

precedence patterns

example (figure) 12-28

explained 12-27

preemption

common network facility 12-17

common network facility example (figure) 12-18

common network facility example with retry timer Trr (figure) 12-20

details 12-15

enabled 12-14

explained 12-7

receiving 12-14

user access 12-15

user access channel nonpreemptable 12-17

user access example (figure) 12-16

PRI 12-36

restrictions 12-45, 12-46

service parameter 12-34

shared lines 12-35

supplementary services 12-39

call forwarding 12-41

call pickup 12-43

call transfer 12-43

hunt pilots and hunt lists 12-44

multiple appearance lines 12-40

three-way calling 12-42

terminology 12-3

trunk selection

example (figure) 12-31

explained 12-29

MLPP alternate party (MAP)

explained 12-12

MLPP alternate party (MAP diversion

example (figure) 12-13

modifying prompts 7-26

MOH

audio sources

adding 6-27

configuration settings (table) 6-31

configuring 6-26

copying 6-29

deleting 6-30

explained 6-12

updating 6-28

call park example 6-7

CD-ROM 6-12

characteristics 6-4

configuration checklist (table) 6-20

configuring 6-26, 6-38

creating audio sources 6-13

database scalability 6-10

definitions 6-2

described 6-1

failover and fallback 6-19

features

database requirements 6-9

database scalability 6-10

manageability 6-10

MOH servers 6-7

server manageability 6-9

server redundancy 6-9

server scalability 6-8

fixed audio source

configuration settings (table) 6-35

described 6-34

functionality 6-5

list of topics 6-1

managing audio sources 6-14

monitoring performance

computer management (device driver) window (figure) 6-25

device driver states 6-24

overview (table) 6-21

service states 6-23

more information 6-51

requirements and limits 6-18

server configuration settings (table) 6-47

servers

adding 6-41

characteristics 6-7

copying 6-43

database requirements 6-9

deleting 6-44

explained 6-11

finding 6-38

manageability 6-9

perfmon counters 6-22

redundancy 6-9

resetting 6-46

scalability 6-8

updating 6-42

supported features 6-7

transfer hold example 6-7

understanding 6-2

user hold example 6-7

multicast

audio sources for MOH 6-15

configuration checklist (table) 6-17

explained 6-15

multilevel precedence and preemption

across intercluster trunks 12-36

activating 12-49

announcements

blocked precedence 12-25

blocked precedence (figure) 12-25

busy station 12-26

explained 12-23

unauthorized precedence 12-24

unauthorized precedence (figure) 12-24

automated alternate routing (AAR) 12-35

call preservation 12-35

CDR recording 12-34

configuration checklist (table) 12-50

configuring 12-49

described 12-1

dialed digits 12-36

domain 12-8

DSCP 12-39

enterprise parameters 12-52

hierarchical configuration 12-32

indication 12-10

installing 12-49

interactions 12-45

introducing 12-2

line feature interaction 12-34

mapping to DSCP 12-39

MGCP 12-36

more information 12-54

numbering plan

example (figure) 12-28

explained 12-27

precedence

alternate party diversion example (figure) 12-13

call setup 12-10

explained 12-4

MLPP alternate party (MAP) 12-12

patterns 12-9

precedence patterns

example (figure) 12-28

explained 12-27

preemption

common network facility 12-17

common network facility example (figure) 12-18

common network facility example with retry timer Trr (figure) 12-20

details 12-15

enabled 12-14

explained 12-7

receiving 12-14

user access 12-15

user access channel nonpreemptable 12-17

user access example (figure) 12-16

restrictions 12-45, 12-46

service parameter 12-34

shared lines 12-35

terminology 12-3

trunk selection

example (figure) 12-31

explained 12-29

tunneling UUIE 12-36

music on hold (MOH) 6-26, 6-38

audio sources 6-12

call park example 6-7

CD-ROM 6-12

characteristics 6-4

configuration checklist (table) 6-20

creating audio sources 6-13

definitions 6-2

described 6-1

failover and fallback 6-19

functionality 6-5

list of topics 6-1

managing audio sources 6-14

monitoring performance

computer management (device driver) window (figure) 6-25

device driver states 6-24

overview (table) 6-21

service states 6-23

more information 6-51

requirements and limits 6-18

servers

characteristics 6-7

database requirements 6-9

explained 6-11

manageability 6-9

perfmon counters 6-22

redundancy 6-9

scalability 6-8

supported features 6-7

transfer hold example 6-7

understanding 6-2

user hold example 6-7

N

nonpreemptable user access channel 12-17

numbering plan

MLPP (figure) 12-28

MLPP access control 12-27

P

parameters, service

CDR 11-8

PCM file requirements

for custom ring types 13-3

perfmon counters

counter descriptions (table) 6-23

using to view MOH servers 6-22

phones

custom rings

creating 13-1, 13-4

overview 13-1

PCM file requirements 13-3

pilot points

configuring 15-31

understanding 15-3

precedence

blocked 12-25

blocked (figure) 12-25

busy station 12-26

call setup 12-10

CDR recording 12-34

explained 12-4

MLPP alternate party (MAP)

explained 12-12

MLPP alternate party (MAP) diversion

example (figure) 12-13

patterns

access control 12-27

MLPP (figure) 12-28

setup 12-9

unauthorized 12-24

unauthorized (figure) 12-24

preemption

common network facility 12-17

common network facility example (figure) 12-18

common network facility example with retry timer Trr (figure) 12-20

details 12-15

enabled 12-14

explained 12-7

receiving 12-14

user access 12-15

user access channel nonpreemptable 12-17

user access example (figure) 12-16

PRI

and MLPP 12-36

privacy

activating 8-14

configuration checklist (table) 8-17

installing and activating 8-13

interactions and restrictions 8-10

more information 8-19

overview 8-1

service parameters 8-18

system requirements 8-9

prompts, Cisco Unified CallManager AutoAttendant 7-26

proxy user

creating for WebDialer 14-11

Q

QRT

adding softkey template to phones 17-22

Cisco Extended Functions service 17-7

configuration checklist 17-19

configuring 17-18

creating softkey template 17-20

description 17-2

extended menu choices 17-11

installing 17-17

interactions and restrictions 17-17

IP phone support 17-7

overview 17-1

problem categories and reason codes 17-12

QRT reports 17-27

serviceability features 17-23

setting service parameters 17-26

system requirements 17-7

user interface 17-10

using 17-9

using the QRT Viewer 17-27

Quality Report Tool (QRT) 17-1

R

recording welcome prompt 7-26

redirector servlet

configuring 14-10

redundancy

MOH servers 6-9

WebDialer 14-4

requirements

Cisco Call Back 4-5

Cisco Device Mobility 19-8

Cisco Extension Mobility 1-13

Cisco Hold Reversion 20-9

retry timer Trr example (figure) 12-20

RingList.xml file format 13-2

S

service

supplementary 12-39

service parameters

barge 8-18

CDR 11-8

external call transfer restrictions 18-9

MLPP 12-34

privacy 8-18

WebDialer 14-8

services

Cisco Extension Mobility, adding 1-26

shared conference bridge

cBarge 8-14

shared lines

MLPP interaction 12-35

softkey

barge 8-5

cBarge 8-6

softkey templates

MCID 11-9

spoken name, uploading 7-29

supplementary services

call forwarding 12-41

call pickup 12-43

call transfer 12-43

hunt pilots and hunt lists 12-44

multiple appearance lines 12-40

overview 12-39

three-way calling 12-42

T

templates, softkey

MCID 11-9

trace settings

WebDialer 14-13

transfer

external call transfer restrictions 18-1

transfer hold, example with MOH 6-7

Trr retry timer preemption example (figure) 12-20

trunks

selection for MLPP

example (figure) 12-31

explained 12-29

U

unicast

audio sources for MOH 6-15

explained 6-15

user hold, example with MOH 6-7

W

WebDialer

configuration checklist (table) 14-7

configuring application dial rules 14-11

configuring Webdialer servlet 14-8

creating a proxy user 14-11

installing and activating 14-6

interactions and restrictions 14-5

more information 14-14

overview 14-1

redirector servlet 14-2

redundancy 14-4

service parameters 14-8

servlet 14-2

system requirements 14-5

trace settings 14-13

WebDialer servlet

configuring 14-8