Cisco Unified CallManager Features and Services Guide, Release 5.1(3)
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Index

Table Of Contents

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

Index

A

AAR

MLPP interaction 14-26

access

restricting with partitions 11-3

access control

MLPP numbering plan

example (figure) 14-20

explained 14-19

precedence patterns

example (figure) 14-20

explained 14-19

ac user

associating with devices and pilot points 17-29

configuring 17-21

alternate party diversion (APD)

example (figure) 14-10

explained 14-9

announcements

blocked precedence 14-18

blocked precedence (figure) 14-18

busy station 14-18

MLPP 14-16

unauthorized precedence 14-17

unauthorized precedence (figure) 14-17

application dial rules

configuring for Cisco WebDialer 16-10

Attendant Console

See Cisco Unified CallManager Attendant Console

audio sources

configuring 7-16

creating for MOH 7-9

default MOH sample 7-9

for MOH 7-8

managing for MOH 7-10

multicast 7-10

storing for MOH 7-10

unicast 7-10

auto call pickup 11-2

automated alternate routing (AAR)

MLPP interaction 14-26

B

bandwidth

insufficient with AAR for MLPP 14-26

barge

activating with built-in conference bridge 9-8

configuration checklist (table) 9-9

installing and activating 9-8

interactions and restrictions 9-6

overview 9-1

service parameters 9-10

softkey 9-3

system requirements 9-5

BLF/SpeedDial

buttons 21-19

configuration settings (table) 21-20

configuring 21-19

built-in conference bridge

barge 9-8

C

call display restrictions

configuration checklist (table) 18-5

configuring 18-5

configuring in user device profile 1-18

enabling 18-2

interactions 18-3

introduction 18-1

overview 18-1

sample configurations 18-8

scenarios 18-3

system requirements 18-3

call forward

MLPP interaction 14-25

calling search spaces

Cisco Unified CallManager Assistant

configuration tips 3-17

SUBSCRIBE (for Presence) 21-9, 21-13

call park

configuration checklist (table) 10-7

configuration settings (table) 10-10

configuring 10-6

configuring a number 10-9

deleting a number 10-11

example with MOH 7-5

finding a number 10-8

installing and activating 10-6

interactions 10-4

introduction 10-1

overview 10-1

restrictions 10-6

setting service parameters 10-7

system requirements 10-4

troubleshooting 10-11

usage example 10-2

call pickup group

assigning call pickup group to a directory number 11-14

auto call pickup 11-2

configuration checklist (table) 11-6

configuration settings (table) 11-12

configuring 11-1, 11-11

defining a pickup group for other group call pickup 11-13

deleting 11-13

finding 11-10

installing and activating 11-1

interactions and restrictions 11-4

introducing 11-1

restricting access 11-3

setting the service parameters 11-9

system requirements 11-1, 11-3

using with partitions 11-3

call preservation

with MLPP 14-26

call queuing 17-9

call throttling

introduction 2-1

related topics 2-3

troubleshooting 2-2

call transfer

MLPP interaction 14-25

call waiting

MLPP interaction 14-26

cBarge

activating with shared conference bridge 9-8

softkey 9-4

CDR

recording for precedence calls 14-24

channel nonpreemptable 14-12

Cisco Call Back

additional information for Cisco Call Back notification with SIP phones 5-6

configuration checklist 5-8

description 5-1

interactions and restrictions 5-5

interactions with Call Forward, iDivert, and Voice-Mail System features 5-6

overview 5-1

setting service parameters 5-10

softkey template 5-9

suspend/resume functionality 5-4

system requirements 5-5

understanding 5-2

Cisco CallManager Attendant Console Server service

service parameters 17-32

understanding 17-10

Cisco CallManager Unified AutoAttendant

configuration checklist (table) 8-5

Cisco CRS engine 8-9

adding Cisco Unified CallManager AutoAttendant 8-16

configuring for Cisco Unified CallManager AutoAttendant 8-9

Cisco Customer Response Platform

components 8-3

Cisco Extension Mobility

adding 1-14

bulk administration tool 1-8

configuration checklist 1-12

configuration example 1-11, 1-12

configuring 1-10

description 1-3

device profiles 1-2

illustrated (figure) 1-3

information for users 1-25

installing 1-10

interaction with Presence 21-9

login call flow 1-6

logout call flow 1-6

overview 1-1

subscribing 1-23

system requirements 1-7

user device profile, associating 1-22

Cisco Unified CallManager

configuring for Cisco Unified CallManager AutoAttendant 8-5

creating user 8-5

MOH servers 7-7

Cisco Unified CallManager Assistant

architecture overview 3-2, 4-2

assistant console dialog options 3-34, 4-24

assistant console interface 3-4, 4-4

assistant interfaces 3-5, 4-5

bulk administration tool 3-7, 4-7

calling search space and partitions

configuration tips 3-17

Cisco Unified IP Phone interface 3-5, 4-4

Cisco Unified IP Phone Services, configuration tips 3-22

configuration checklist for proxy line support (table) 3-11

configuration checklist with shared line support (table) 4-10

configuration wizard for proxy line 3-14

configuring assistant phones

tips 3-24

configuring assistant proxy and incoming intercom lines 3-30

configuring manager and assigning assistant for proxy line 3-27

configuring manager and assigning assistant for shared line 4-17

configuring manager phones

tips 3-23

configuring manager primary and incoming intercom lines 3-27, 4-17

configuring shared and incoming intercom lines for assistant 4-20

database and directory access architecture

understanding 3-5, 4-4

deleting assistant information 3-31, 4-21

deleting manager information 3-28, 4-18

dial rules configuration 3-33, 4-23

extension mobility 3-8, 4-7

installing and activating 3-10, 4-9

installing the assistant console application 3-34, 4-23

IPMASecureSysUser 3-22, 4-14

manager and assistant phone configuration 3-23, 4-14

manager assistant administration interface 3-6, 4-5

manager configuration 3-34, 4-24

manager interfaces 3-5, 4-4

message waiting indicator 3-10

multilevel precedence and preemption 3-9

Multilevel Precedence and Preemption (MLPP) 4-8

phones

configuration tips 3-26, 4-16

providing information to managers and assistants 3-33, 4-23

reporting tools 3-8, 4-7

restrictions 3-10

route point

configuration tips 3-19

security 3-22, 4-14

See Cisco Unified CallManager Assistant

setting service parameters 3-19, 4-12

softkeys 3-6, 4-5

starting the Cisco IP Manager Assistant service 3-22, 4-14

system configuration with proxy line 3-14

system requirements 3-6, 4-6

time-of-day routing 3-9

understanding 3-2, 4-2

updating assistant information 3-32, 4-22

updating manager information 3-29, 4-19

with proxy line support

overview 3-1

with shared line support

overview 4-1

Cisco Unified CallManager Attendant Console

associating devices and pilot points with ac user 17-29

client configuration settings (table) 17-37

configuration checklist 17-17

configuring 17-16

configuring attendant settings 17-36

configuring held icon timers 17-38

CorporateDirectory.txt file

creating and uploading 17-33

deleting 17-34

dependency records 17-39

directory 17-9

Enabling Super Provider 17-22

Firewall Support 17-12

hunt groups

configuration settings (table) 17-30

deleting members 17-32

understanding 17-2

viewing members 17-32

installation and activation 17-16

installing 17-35

interactions 17-14

overview 17-1

pilot points

configuration settings 17-25

configuring 17-24

deleting 17-27

finding 17-23

resetting 17-28

understanding 17-2

redundancy 17-11

restrictions 17-15

starting after installing Windows XP SP2 17-36

system requirements 17-12

users

configuration settings 17-20

configuring 17-18

configuring the ac user 17-21

deleting 17-21

finding 17-19

understanding 17-2

Cisco Unified CallManager AutoAttendant 8-5

adding a JTAPI call control group 8-11

adding to Cisco CRS 8-16

choose media types 8-15

Cisco Unified CallManager and the CRS engine 8-4

cluster setup 8-10

components 8-3

configuration (table) 8-5

configuring welcome prompt 8-22

creating user 8-5

customizing 8-20

description 8-1

installation requirements 8-3

installing 8-4

installing or upgrading 8-4

installing the CRS engine 8-3

JTAPI trigger 8-17

managing 8-24

modifying instance 8-20

modifying prompts 8-21

overview 8-2

provisioning Cisco media termination subsystem 8-15

recording welcome prompt 8-21

script 8-2

server setup 8-11

understanding 8-1

uploading spoken name 8-23

Cisco Unified IP Phone Services

Cisco Unified CallManager Assistant

configuration tips 3-22

Cisco USB MOH adaptor 7-22

Cisco WebDialer

adding users to standard Cisco Unified CallManager end users group 16-11

configuration checklist (table) 16-5

configuring application dial rules 16-10

configuring Webdialer servlet 16-6

creating a proxy user 16-11

installing and activating 16-4

interactions and restrictions 16-3

overview 16-1

Redirector servlet 16-2

redundancy 16-2

service parameters 16-6

system requirements 16-3

trace settings 16-13

Client Matter Codes

configuration checklist (table) 6-5

configuration settings (table) 6-8

configuring 6-7

CTI, JTAPI, and TAPI usage 6-4

deleting 6-8

described 6-2

enabling for route patterns 6-8

finding 6-6

installation 6-5

interactions 6-3

requirements 6-5

restrictions 6-3

system requirements 6-5

user information 6-13

code yellow state 2-1

common network facility preemption

example (figure) 14-13

example with retry timer Trr (figure) 14-14

explained 14-13

CorporateDirectory.txt file

creating and uploading 17-33

deleting 17-34

creating

Cisco Unified CallManager user 8-5

CRS

server setup 8-11

CRS engine

hardware and software requirements 8-3

CTI route points

Cisco Unified CallManager Assistant configuration tips 3-19

Customer Response Solutions

server 8-11

Customer Response Solutions engine

installing and upgrading 8-3

custom phone rings

creating 15-3

customizing files 15-2

introduction 15-1

overview 15-1

PCM file requirements 15-3

D

database

scalability 7-7

dependency records

Cisco Unified CallManager Attendant Console 17-39

device profiles

and Cisco Extension Mobility 1-2

directory

Cisco Unified CallManager Attendant Console, understanding 17-9

directory number

assigning a call pickup group 11-14

directory server settings, Cisco Unified CallManager AutoAttendant 8-10

domain

identifier for MLPP 14-6

E

enterprise parameters

MLPP 14-30

Presence 21-13

external call transfer restrictions

block offnet to offnet transfer service parameter 20-7

call classification service parameter 20-7

configuration checklist (table) 20-6

gateway configuration 20-7

installing and activating 20-5

interactions 20-5

overview 20-1

restrictions 20-5

route pattern configuration 20-8

service parameters 20-7

system requirements 20-4

trunk configuration 20-8

F

features

barge 9-1

call display restrictions 18-1

call park 10-1

Cisco Extension Mobility

bulk administration tool 1-8

Cisco Unified CallManager Assistant

assistant console interface 3-4, 4-4

assistant interfaces 3-5, 4-5

bulk administration tool 3-7, 4-7

calling search space and partitions 3-17

Cisco Unified IP Phone interface 3-5, 4-4

Cisco Unified IP Phone Services 3-22

configuration checklist for proxy line support (table) 3-11

extension mobility 3-8, 4-7

manager assistant administration interface 3-6, 4-5

manager interfaces 3-5, 4-4

message waiting indicator 3-10

multilevel precedence and preemption 3-9

Multilevel Precedence and Preemption (MLLP) 4-8

phones 3-26, 4-16

reporting tools 3-8, 4-7

route point 3-19

softkeys 3-6, 4-5

time-of-day routing 3-9

understanding 3-2, 4-2

understanding architecture 3-2, 4-2

understanding database and directory access architecture 3-5, 4-4

Cisco WebDialer 16-1

external call transfer restrictions 20-1

immediate divert 12-1

Malicious Call ID (MCID) 13-1

Multilevel Precedence and Preemption (MLPP)

using with Cisco Unified CallManager Assistant 4-8

Presence 21-1, 21-2

privacy 9-1

QRT 19-1

file format

Ringlist.xml 15-2

fixed audio source

configuration settings (table) 7-23

configuring 7-21, 7-22

deleting 7-23

Forced Authorization Codes

configuration checklist (table) 6-5

configuration settings (table) 6-11

configuring 6-10

CTI, JTAPI, and TAPI usage 6-4

deleting 6-11

described 6-2

enabling for route patterns 6-12

finding 6-9

installation 6-5

interactions 6-3

requirements 6-5

restrictions 6-3

system requirements 6-5

user information 6-13

G

group call pickup

configuration settings (table) 11-12

H

held icon timers, configuring 17-38

hunt groups

broadcast, understanding 17-8

circular, understanding 17-6

configuration settings (table) 17-30

configuring 17-29

deleting members 17-32

linked, understanding 17-5

understanding 17-2

viewing members 17-32

I

immediate divert

configuration checklist (table) 12-9

installing and activating 12-9

interactions 12-6

more information 12-11

overview 12-1

restrictions 12-7

setting service parameters 12-10

system requirements 12-2

using 12-4

indication enabled 14-7

insufficient bandwidth

AAR for MLPP 14-26

L

lines

interaction with MLPP 14-24

login call flow

Cisco Extension Mobility 1-6

logout call flow

Cisco Extension Mobility 1-6

M

malicious call ID

adding a softkey template 13-6

configuration checklist (table) 13-5

configuring alarms 13-6

explained

giving MCID to users 13-7

installing 13-4

interactions 13-3

overview 13-1

removing MCID feature 13-7

restrictions 13-4

services 13-1

setting service parameters 13-5

system requirements 13-2

troubleshooting 13-8

using feature with Cisco Unified CallManager 13-2

feature code 13-2

Malicious Call Identification (MCID), see malicious call ID

MCGP

and MLPP 14-27

MLPP

activating 14-29

announcements

blocked precedence 14-18

blocked precedence (figure) 14-18

busy station 14-18

explained 14-16

unauthorized precedence 14-17

unauthorized precedence (figure) 14-17

automated alternate routing (AAR) 14-26

call forward 14-25

call preservation 14-26

call transfer 14-25

call waiting 14-26

CDR recording 14-24

configuration checklist (table) 14-29

described 14-1

domain 14-6

enterprise parameters 14-30

hierarchical configuration 14-23

indication 14-7

installing 14-29

interactions 14-27

introducing 14-1

line feature interaction 14-24

MGCP 14-27

numbering plan

example (figure) 14-20

explained 14-19

precedence

alternate party diversion (APD) 14-9

alternate party diversion example (figure) 14-10

call setup 14-8

explained 14-3

patterns 14-7

precedence patterns

example (figure) 14-20

explained 14-19

preemption

common network facility 14-13

common network facility example (figure) 14-13

common network facility example with retry timer Trr (figure) 14-14

details 14-11

enabled 14-10, 14-11

explained 14-6

receiving 14-10

user access 14-11

user access channel nonpreemptable 14-12

user access example (figure) 14-12

PRI 14-27

restrictions 14-27, 14-28

service parameter 14-24

shared lines 14-25

terminology 14-2

trunk selection

example (figure) 14-22

explained 14-21

modifying files 15-2

MOH

audio files

deleting 7-30

displaying 7-28

managing 7-28

uploading 7-29

audio sources 7-16

configuration settings (table) 7-19

configuring 7-18

deleting 7-19

explained 7-8

finding 7-17

call park example 7-5

characteristics 7-3

Cisco USB adaptor 7-22

configuration checklist (table) 7-14

configuring 7-24

creating audio sources 7-9

database scalability 7-7

default MOH sample 7-9

definitions 7-2

described 7-1

failover and fallback 7-14

features

database requirements 7-7

database scalability 7-7

manageability 7-7

MOH servers 7-5

server manageability 7-6

server redundancy 7-6

server scalability 7-6

fixed audio source 7-21

configuration settings (table) 7-23

configuring 7-22

deleting 7-23

functionality 7-4

list of topics 7-1

managing audio sources 7-10

monitoring performance

overview (table) 7-15

service states 7-16

requirements and limits 7-12

server configuration settings (table) 7-26

servers

characteristics 7-5

configuring 7-25

database requirements 7-7

explained 7-8

finding 7-24

manageability 7-6

perfmon counters 7-15

redundancy 7-6

resetting 7-25

scalability 7-6

storing audio sources 7-10

supported features 7-5

transfer hold example 7-5

understanding 7-1

user hold example 7-5

multicast

audio sources for MOH 7-10

configuration checklist (table) 7-12

explained 7-10

multilevel precedence and preemption

activating 14-29

announcements

blocked precedence 14-18

blocked precedence (figure) 14-18

busy station 14-18

explained 14-16

unauthorized precedence 14-17

unauthorized precedence (figure) 14-17

automated alternate routing (AAR) 14-26

call forward 14-25

call preservation 14-26

call transfer 14-25

call waiting 14-26

CDR recording 14-24

configuration checklist (table) 14-29

described 14-1

domain 14-6

enterprise parameters 14-30

hierarchical configuration 14-23

indication 14-7

installing 14-29

interactions 14-27

introducing 14-1

line feature interaction 14-24

MGCP 14-27

numbering plan

example (figure) 14-20

explained 14-19

precedence

alternate party diversion (APD) 14-9

alternate party diversion example (figure) 14-10

call setup 14-8

explained 14-3

patterns 14-7

precedence patterns

example (figure) 14-20

explained 14-19

preemption

common network facility 14-13

common network facility example (figure) 14-13

common network facility example with retry timer Trr (figure) 14-14

details 14-11

enabled 14-10, 14-11

explained 14-6

receiving 14-10

user access 14-11

user access channel nonpreemptable 14-12

user access example (figure) 14-12

restrictions 14-27, 14-28

service parameter 14-24

shared lines 14-25

terminology 14-2

trunk selection

example (figure) 14-22

explained 14-21

Multilevel Precedence and Preemption (MLPP)

using with Cisco Unified CallManager Assistant

restrictions 4-9

music on hold (MOH)

audio sources 7-8

call park example 7-5

characteristics 7-3

configuration checklist (table) 7-14

creating audio sources 7-9

default MOH sample 7-9

definitions 7-2

described 7-1

failover and fallback 7-14

functionality 7-4

list of topics 7-1

managing audio sources 7-10

monitoring performance

overview (table) 7-15

service states 7-16

requirements and limits 7-12

servers

characteristics 7-5

database requirements 7-7

explained 7-8

manageability 7-6

perfmon counters 7-15

redundancy 7-6

scalability 7-6

storing audio sources 7-10

supported features 7-5

transfer hold example 7-5

understanding 7-1

user hold example 7-5

N

nonpreemptable user access channel 14-12

numbering plan

MLPP (figure) 14-20

MLPP access control 14-19

O

other call pickup

configuration checklist (table) 11-8

P

parameters, service

CDR 13-5

partitions

restricting access 11-3

using call pickup 11-3

partition support

overview 16-10

PCM file requirements

for custom ring types 15-3

perfmon counters

counter descriptions (table) 7-16

using to view MOH servers 7-15

phones

custom rings

creating 15-1, 15-3

overview 15-1

PCM file requirements 15-3

interaction with Presence 21-3

pilot points

associating with the ac user 17-29

configuration settings 17-25

configuring 17-24

deleting 17-27

finding 17-23

resetting 17-28

understanding 17-2

precedence

alternate party diversion (APD)

example (figure) 14-10

explained 14-9

blocked 14-18

blocked (figure) 14-18

busy station 14-18

call setup 14-8

CDR recording 14-24

explained 14-3

patterns

access control 14-19

MLPP (figure) 14-20

setup 14-7

unauthorized 14-17

unauthorized (figure) 14-17

preemption

common network facility 14-13

common network facility example (figure) 14-13

common network facility example with retry timer Trr (figure) 14-14

details 14-11

enabled 14-10, 14-11

explained 14-6

receiving 14-10

user access 14-11

user access channel nonpreemptable 14-12

user access example (figure) 14-12

Presence

authorization 21-7

BLF/SpeedDial

configuration settings (table) 21-20

configuring 21-19

BLF/SpeedDial buttons

configuring 21-19

configuration checklist (table) 21-10

feature interactions and restrictions 21-10

groups 21-5

applying 21-17

configuration example 21-5

configuration settings (table) 21-16

interaction examples 21-7

interaction with Cisco Extension Mobility 21-9

interaction with phones and trunks 21-3

interaction with route lists 21-4

more information 21-21

overview 21-1, 21-2

request

examples 21-3, 21-4

SUBSCRIBE calling search space 21-9, 21-13

tips for presence group and presence authorization 21-18

PRI

and MLPP 14-27

privacy

activating 9-8

configuration checklist (table) 9-10

installing and activating 9-8

interactions and restrictions 9-6

overview 9-1

service parameters 9-10

system requirements 9-5

prompts, Cisco Unified CallManager AutoAttendant 8-21

proxy user

creating for Cisco WebDialer 16-11

Q

QRT

adding softkey template to phones 19-20

Cisco Extended Functions service 19-5

configuration checklist 19-16

configuring 19-15

creating softkey template 19-16

description 19-1

extended menu choices 19-9

installing 19-14

interactions and restrictions 19-14

IP phone support 19-5

overview 19-1

problem categories and reason codes 19-10

QRT reports 19-26

securing signaling connections 19-7

serviceability features 19-21

setting service parameters 19-24

system requirements 19-5

user interface 19-8

using 19-8

using the QRT Viewer 19-26

Quality Report Tool (QRT) 19-1

R

Redirector servlet

configuring 16-10

redundancy

Cisco Unified CallManager Attendant Console 17-11

Cisco WebDialer 16-2

MOH servers 7-6

requirements

Cisco Call Back 5-5

Cisco Extension Mobility 1-7

retry timer Trr example (figure) 14-14

Ringlist.xml file format 15-2

route list

interaction with Presence 21-4

S

security

Cisco Unified CallManager Assistant 3-22, 4-14

IPMASecureSysUser 3-22, 4-14

Presence authorization 21-7

service parameters

barge 9-10

CDR 13-5

Cisco WebDialer 16-6

external call transfer restrictions 20-7

MLPP 14-24

Presence 21-13

privacy 9-10

services

Cisco Extension Mobility, adding 1-14

shared conference bridge

cBarge 9-8

shared lines

MLPP interaction 14-25

softkey

barge 9-3

cBarge 9-4

templates for MCID 13-6

spoken name, uploading 8-23

standard Cisco Unified CallManager end users group

adding users for Cisco WebDialer 16-11

T

templates, softkey

MCID 13-6

trace settings

Cisco WebDialer 16-13

transfer

external call transfer restrictions 20-1

transfer hold, example with MOH 7-5

Trr retry timer preemption example (figure) 14-14

trunks

interaction with Presence 21-3

selection for MLPP

example (figure) 14-22

explained 14-21

U

unicast

audio sources for MOH 7-10

explained 7-10

USB MOH adaptor 7-22

user

creating Cisco Unified CallManager 8-5

user hold, example with MOH 7-5

users

Cisco Unified CallManager Attendant Console

configuring 17-18

understanding 17-2

W

WebDialer

See Cisco WebDialer

Webdialer servlet

configuring 16-6

described 16-1