Cisco Unified Communications Manager Features and Services Guide, Release 9.0(1)
Call Back
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Call Back

Call Back

This chapter provides information about the Call Back feature.

Configure Call Back

The Call Back feature allows you to receive call-back notification on your Cisco Unified IP Phone when a called party line becomes available. You can activate call back for a destination phone that is within the same Cisco Unified Communications Manager cluster as your phone or on a remote PINX over QSIG trunks or QSIG-enabled intercluster trunks. In the case of Cisco Business Edition 5000 systems, the single Cisco Unified Communications Manager server comprises the cluster.

To receive call-back notification, a user presses the CallBack softkey or feature button while receiving a busy or ringback tone. A user can also activate call back during reorder tone, which is triggered when the no answer timer expires.

Perform the following steps to configure the Call Back feature.

Procedure
    Step 1   If phone users want the softkeys and messages to display in a language other than English, or if you want the user to receive country-specific tones for calls, verify that you installed the locale installer. For more information, see the Cisco Unified Communications Operating System Administration Guide
    Step 2   In Cisco Unified Communications Manager Administration, create a copy of the Standard User softkey template and add the CallBack softkey to the following states:
    • On Hook call state
    • Ring Out call state
    • Connected Transfer call state
    If the phone supports Call Back as a feature button, create a copy of the applicable phone button template and add the CallBack feature button.
    Step 3   In Cisco Unified Communications Manager Administration, add the new softkey template to the Common Device Configuration.
    Step 4   In the Phone Configuration window, perform one of the following tasks:
    1. Choose the common device configuration that contains the new softkey or phone button template.
    2. Choose the new softkey template from the Softkey Template drop-down list box, or choose the new phone button template from the Phone Button Template drop-down list box.
    Step 5   In the Phone Configuration window, verify that the correct user locale is configured for the Cisco Unified IP Phone(s). For more information, see topics related to changing an end user password, as well as configuring Speed-Dial Buttons and abbreviated dialing in the Cisco Unified Communications Manager Administration Guide. Also see the Cisco Unified Communications Operating System Administration Guide
    Step 6   If you do not want to use the default settings, configure the Call Back service parameters.
    Step 7   Verify that the Cisco CallManager service is activated in Cisco Unified Serviceability. For more information, see the Cisco Unified Serviceability Administration Guide

    Related References
    Related Information

    Call Back feature

    The Call Back feature allows you to receive call-back notification on your Cisco Unified IP Phone when a called party line becomes available. You can activate call back for a destination phone that is within the same Cisco Unified Communications Manager cluster as your phone or on a remote PINX over QSIG trunks or QSIG-enabled intercluster trunks. In the case of Cisco Business Edition 5000 systems, the single Cisco Unified Communications Manager server comprises the cluster.

    To receive call-back notification, a user presses the CallBack softkey or feature button while receiving a busy or ringback tone. A user can also activate call back during reorder tone, which is triggered when the no answer timer expires.

    The following sections provide information on the Call Back feature:

    Call Back examples

    The following examples describe how Call Back works after an unavailable phone becomes available.


    Note


    The calling phone only supports one active call back request. The called phone can support multiple call back requests.

    Call Back only supports spaces and digits 0 through 9 for the name or number of the calling or called party. To work with Call Back, the name or number of the calling or called party cannot contain # or * (pound sign or asterisk).



    Note


    If the originating side (User A) gets reset after Call Back has been activated, then Call Back gets automatically cancelled. User A does not receive an audio alert, and the Callback notification screen does not display. If the terminating side (User B) gets reset, Call Back does not get cancelled. User A will receive an audio alert, and the Callback notification screen displays after User B becomes available.


    Example: User A calls User B, who is not available

    User A calls User B, who exists either in the same Cisco Unified Communications Manager cluster as User A or in a different cluster. In the case of Cisco Business Edition 5000 systems, the single Cisco Unified Communications Manager server comprises the cluster. Because User B is busy or does not reply, User A activates the Call Back feature by using the CallBack softkey. The following call back activation message displays on the phone of User A:

    CallBack is activated on <DN of User B>Press Cancel to deactivate
    Press Exit to quit this screen
    

    User A presses the Exit softkey.

    After User B becomes available (phone becomes on hook after busy or completes an off-hook and on-hook cycle from idle), User A receives an audio alert, and the following message displays on the phone of User A:

    <DN of User B> has become availableTime HH:MM MM/DD/YYYY
    Press Dial to call
    Press Cancel to deactivate
    Press Exit to quit this screen
    

    User A presses the Exit softkey and then goes off hook and dials the DN of User B. User B answers the call. Users A and B go on hook.

    When User A presses the CallBack softkey, the following message displays on the phone of User A:

    <DN of User B> has become availableTime HH:MM MM/DD/YYYY
    Press Dial to call
    Press Cancel to deactivate
    Press Exit to quit this screen

    Note


    Manually dialing a DN that has been activated with Call Back notification does not affect the Call Back status.


    Example: User A activates the Call Back feature for User B but is busy when User B becomes available

    User A calls User B. User B does not answer. User A activates the Call Back feature by using the CallBack softkey. The following call back activation message displays on the phone of User A:

    CallBack is activated on <DN of User B>Press Cancel to deactivate
    Press Exit to quit this screen
    

    User A presses the Exit softkey.

    User C then calls User A, and users A and C go on hook in an active call. User B becomes available (phone becomes on hook after busy or completes an off-hook and on-hook cycle from idle) while User A is still on an active call. User A receives an audio alert, and the following message displays on the phone of User A:

    <DN of User B> has become availableTime HH:MM MM/DD/YYYY
    Press Dial to call
    Press Cancel to deactivate
    Press Exit to quit this screen
    

    User A can interrupt the active call to contact User B in either of two ways:

    • Select Dial from the notification screen. The active call automatically gets put on hold while User A calls User B.
    • Press the Exit softkey to exit the notification screen and then park (or otherwise handle) the active call. After the active call is handled, User A can press the CallBack softkey and select Dial to call User B).

    Example: User A calls User B, who configured Call Forward No Answer (CFNA) to User C before call-back activation occurs

    The following scenario applies to Call Forward No Answer.

    The call from User A gets forwarded to User C because Call Forward No Answer is configured for User B. User A uses call back to contact User C if User C is not busy; if User C is busy, User A contacts User B.

    When User B or User C becomes available (on hook), User A receives an audio alert, and a message displays on User A phone that states that the user is available.

    Example: User A calls User B, who configures call forwarding to User C after User A activates call back

    The following scenarios support Call Forward All, Call Forward Busy, and Call Forward No Answer.

    • User A calls User B, who exists in the same Cisco Unified Communications Manager cluster as User A. User A activates call back because User B is not available. Before User B becomes available to User A, User B sets up call forwarding to User C. User A may call back User B or User C, depending on the call-forwarding settings for User B.
    • User A calls User B, who exists in a different cluster. The call connects by using a QSIG trunk. User A activates call back because User B is not available. Before User B becomes available to User A, User B sets up call-forwarding to User C. One of the following events occurs:
      • If the Callback Recall Timer (T3) has not expired, User A always calls back User B.
      • After the Callback Recall Timer (T3) expires, User A may call back User B or User C, depending on the call-forwarding settings of User B.

    Tip


    The timer starts when the system notifies User A that User B is available. If User A does not complete the call back call during the allotted time, the system cancels call back. On the phone of User A, a message states that User B is available, even after the call back cancellation. User A can dial User B.


    Example: User A and User C call User B at the same time

    User A and User C call User B at the same time, and User A and User C activate call back because User B is unavailable. A call-back activation message displays on the phones of User A and User C.

    When User B becomes available, both User A and User C receive an audio alert, and a message displays on both phones that states that User B is available. The User, that is, User A or User C, that presses the Dial softkey first connects to User B.

    Suspend/Resume feature

    Call Back provides the ability of the system to suspend the call completion service if the user, who originated Call Back, is currently busy and receives call-back notification when the called party becomes available. When the originating user then becomes available, the call completion service resumes for that user.

    After the originating user (User A) activates the Call Back feature, and then becomes busy when the called party (User B) becomes available, the originating PINX sends out a Suspend Callback APDU message that indicates to the peer to suspend monitoring of User B until User A becomes available again. When User A becomes available, the originating PINX sends the Resume APDU message for the terminating side to start monitoring User B again.


    Note


    Call Back supports the originating Suspend/Resume call-back notification for both intracluster and intercluster QSIG trunks or QSIG-enabled intercluster trunks. In the case of Cisco Business Edition 5000 systems, the single Cisco Unified Communications Manager server comprises the cluster. It also supports Suspend/Resume notification for QSIG-enabled H.225 trunks, and H.323 gateways.


    The following example describes how the Suspend/Resume feature works:

    Example: User A is busy when User B becomes available

    User A calls User B, who exists either in the same Cisco Unified Communications Manager cluster as User A or in a different cluster. Because User B is busy or does not reply, User A activates the Call Back feature by using the CallBack softkey. The following call back activation message displays on the phone of User A:

    CallBack is activated on <DN of User B>Press Cancel to deactivate
    Press Exit to quit this screen
    

    User A presses the Exit softkey.

    User A has a busy trigger set to 1.

    User A becomes busy. User B then becomes available.

    User A does not receive an audio alert and does not receive a call-back notification screen on the display.

    The originating side (User A) sends a Suspend Callback APDU message to the terminating side (User B).

    User A becomes available. The originating side sends a Resume Callback APDU message to the terminating side. This causes monitoring of User B to resume.

    When User B becomes available, User A receives an audio alert, and a Callback notification screen displays.

    System requirements for Call Back

    Call Back requires the following software components:

    • Cisco Unified Communications Manager 5.0 or later
    • Cisco CallManager service that is running on at least one server in the cluster
    • Cisco Database Layer Monitor service that is running on the same server as the Cisco CallManager service
    • Cisco RIS Data Collector service that is running on the same server as the Cisco CallManager service
    • Cisco Unified Communications Manager Locale Installer, that is, if you want to use non-English phone locales or country-specific tones
    • Microsoft Internet Explorer 7 or Microsoft Internet Explorer 8 or Firefox 3.x or Safari 4.x

    Interactions and restrictions


    Note


    If users want the CallBack softkeys, feature buttons, and messages on the phone to display in any language other than English, or if you want the user to receive country-specific tones for calls, install the locale installer, as described in the Cisco Unified Communications Operating System Administration Guide.


    Table 1  Cisco Unified IP Phone That Use Call Back Softkeys and Buttons

    Cisco Unified IP Phone Model

    CallBack Softkey

    Call Back Button

    Cisco Unified IP Phone 6900 Series (except 6901 and 6911)

    X

    X

    Cisco Unified IP Phone 7900 Series

    X

    Cisco Unified IP Phone 8900 Series

    X

    X

    Cisco Unified IP Phone 9900 Series

    X

    X

    Cisco IP Communicator

    X

    You can use the Call Back feature with some Cisco-provided applications, such as Cisco Unified Communications Manager Assistant.

    You can call the following devices and can have call back activated on them:

    • Cisco Unified IP Phones 6900, 7900, 8900, and 9900 Series (except 6901 and 6911)
    • Cisco VGC Phone (uses the Cisco VG248 Gateway)
    • Cisco Analog Telephone Adapter (ATA) 186 and 188
    • Cisco Unified Communications Manager Release 8.0 and earlier supported Call Back only on busy subscriber for Cisco VG224 endpoints. Cisco Unified Communications Manager Release 8.5 and later supports Call Back on no answer for Cisco VG224 endpoints.
    • CTI route point forwarding calls to preceding phones

    Tip


    When a Cisco Extension Mobility user logs in or logs out, any active call completion that is associated with call back automatically gets canceled. If a called phone is removed from the system after call back is activated on the phone, the caller receives reorder tone after pressing the Dial softkey. The user may cancel or reactivate call back.



    Tip


    If you forward all calls to voice-messaging system, you cannot activate call back.



    Note


    Call Back is not supported over SIP trunks; however, Call Back is supported over QSIG-enabled SIP trunks.


    To find more information about Cisco Unified IP Phones and the Call Back feature, see the phone user documentation at the following sites:

    http://www.cisco.com/en/US/products/ps10326/products_user_guide_list.html

    http://www.cisco.com/en/US/products/hw/phones/ps379/products_user_guide_list.html

    http://www.cisco.com/en/US/products/ps10451/products_user_guide_list.html

    http://www.cisco.com/en/US/products/ps10453/products_user_guide_list.html

    Call Back notification with phones running SIP

    The way that call back notification works on the Cisco Unified IP Phones 7960 and 7940 that are running SIP differs from the phones that are running SCCP. The Cisco Unified IP Phones 7960 and 7940 that run SIP do not support call-back notification for on-hook/off-hook states. The only way that Cisco Unified Communications Manager would know when a line on a SIP 7960 or 7940 phone becomes available is by monitoring an incoming SIP INVITE message that Cisco Unified Communications Manager receives from the phone. After the phone sends SIP INVITE to Cisco Unified Communications Manager and the phone goes on hook, Cisco Unified Communications Manager can send an audio and call back notification screen to the Cisco Unified IP Phone 7960 and 7940 (SIP) user.

    Interactions with Call Forward iDivert and Voice-Messaging features

    The following call states describe the expected behaviors, for the calling party, that occur when Cisco Unified Communications Manager Call Back interacts with the Call Forward, iDivert, and voice-messaging system features.


    Note


    The Cisco Unified IP Phones 6900, 8900, and 9900 use the Divert feature and softkey, which behaves the same as Immediate Divert (iDivert).



    Note


    The iDivert feature does not work if it has been initiated via CTI and the redirect signal must traverse a QSIG link.


    When a called party (Phone B) either forwards an incoming call by using Forward All, Forward Busy, or Forward No Answer; or diverts a call by using iDivert; to a voice-messaging system, the calling party (Phone A) can enter one of the following states with respect to the call back feature:

    • VM-Connected state: The call gets connected to voice-messaging system. The CallBack softkey remains inactive on the calling party (Phone A) phone.
    • Ring-Out state with the original called party: The voice-mail profile of the called party does not have a voice-mail pilot. The called party (Phone B) will see "Key Is Not Active" after pressing the iDivert softkey. The calling party (Phone A) should be able to activate call back against the original called party (Phone B).
    • Ring-Out state with voice-messaging system feature and voice-mail pilot number as the new called party: The call encounters either voice-messaging system failure or network failure. The called party (Phone B) will see "Temp Failure" after pressing iDivert softkey. The calling party (Phone A) cannot activate call back against the original called party (Phone B) because the call context has the voice mail pilot number as the "new" called party.
    • Ring-Out state with busy voice-mail port and voice-mail pilot number as the new called party: The call encounters busy voice-mail port. The called party (Phone B) will see "Busy" after pressing iDivert softkey. The calling party (Phone A) cannot activate call back against the original called party (Phone B) because the call context has the voice mail pilot number as the "new" called party.

    For more information, see the following sections:

    • See topics related to phone features in the Cisco Unified Communications Manager System Guide
    • Immediate Divert

    Install and activate Call Back

    Call Back automatically installs when you install Cisco Unified Communications Manager. After you install Cisco Unified Communications Manager, you must configure Call Back in Cisco Unified Communications Manager Administration, so phone users can use the Call Back feature.

    The Call Back feature relies on the Cisco CallManager services, so make sure that you activate the Cisco CallManager service in Cisco Unified Serviceability.

    Call Back Softkey configuration

    This section provides detailed configuration information for Call Back. You can create and configure Softkey templates, add a Softkey template to the phone user, and set Call Back service parameters.


    Tip


    Before you configure the Call Back feature, review the configuration summary task for this feature.


    Related Tasks

    Create a Softkey template

    Perform the following procedure to create a new softkey template with the CallBack softkey.

    Procedure
      Step 1   From Cisco Unified Communications Manager Administration, choose Device > Device Settings > Softkey Template.

      The Softkey Template Configuration window displays.

      Step 2   From the Find and List Softkey Template window, choose the Standard User softkey template.
      Step 3   Click the Copy icon.

      The Softkey Template Configuration window displays with new information.

      Step 4   In the Softkey Template Name field, enter a new name for the template; for example, Standard User for Call Back.
      Step 5   Click the Save button.

      The Softkey Template Configuration redisplays with new information.

      Step 6   To add the CallBack softkey to the template, choose Configure Softkey Layout from the Related Links drop-down list box in the upper, right corner and click Go.

      The Softkey Layout Configuration window displays. You must add the CallBack softkey to the On Hook, Ring Out, and Connected Transfer call states.

      Step 7   To add the CallBack softkey to the On Hook call state, choose On Hook from the Select a Call State to Configure drop-down list box.

      The Softkey Layout Configuration window redisplays with the Unselected Softkeys and Selected Softkeys lists.

      Step 8   From the Unselected Softkeys list, choose the CallBack softkey and click the right arrow to move the softkey to the Selected Softkeys list.
      Step 9   To save and continue, click the Save button.
      Step 10   To add the CallBack softkey to the Ring Out call state, choose Ring Out from the Select a Call State to Configure drop-down list box.

      The Softkey Layout Configuration window redisplays with the Unselected Softkeys and Selected Softkeys lists.

      Step 11   From the Unselected Softkeys list, choose the CallBack softkey and click the right arrow to move the softkey to the Selected Softkeys list.
      Step 12   To save and continue, click the Save button.
      Step 13   To add the CallBack softkey to the Connected Transfer call state, choose Connected Transfer from the Select a Call State to Configure drop-down list box.
      Step 14   The Softkey Layout Configuration window redisplays with the Unselected Softkeys and Selected Softkeys lists.
      Step 15   From the Unselected Softkeys list, choose the CallBack softkey and click the right arrow to move the softkey to the Selected Softkeys list.
      Step 16   Click the Save button.

      Configure Softkey template

      Perform the following procedure to add the CallBack softkey template to the common device configuration. You create customized common device configurations for Call Back feature users.

      Procedure
        Step 1   From Cisco Unified Communications Manager Administration, choose Device > Device Settings > Common Device Configuration.

        The Find and List Common Device Configuration window displays.

        Step 2   Choose any previously created common device configuration that is in the Common Device Configuration list.
        Step 3   In the Softkey Template field, choose the softkey template that contains the CallBack softkey from the drop-down list box. (If you have not created this template, see the Create a Softkey template.)
        Step 4   Click the Save button.

        Add Softkey template

        Perform the following procedure to add the CallBack softkey template to each user phone.

        Procedure
          Step 1   From Cisco Unified Communications Manager Administration, choose Device > Phone.

          The Find and List Phones window displays.

          Step 2   Find the phone to which you want to add the softkey template. See topics related to Cisco Unified IP Phone configuration in the Cisco Unified Communications Manager Administration Guide.
          Step 3   Perform one of the following tasks:
          1. From the Common Device Configuration drop-down list box, choose the common device configuration that contains the new softkey template.
          2. In the Softkey Template drop-down list box, choose the new softkey template that contains the CallBack softkey.
          Step 4   Click the Save button.

          A dialog box displays with a message to press Reset to update the phone settings.


          Configure Call Back button

          This section provides detailed information to configure a Call Back button template.


          Tip


          Before you configure the Call Back feature, review the task to configure Call Back.


          Related Tasks

          Create a phone button template

          Perform the following procedure to create a new phone button template with the CallBack feature button.

          Procedure
            Step 1   From Cisco Unified Communications Manager Administration, choose Device > Device Settings > Phone Button Template.

            The Phone Button Template Configuration window displays.

            Step 2   From the Find and List Phone Button Template window, choose the phone button template for the IP phone that needs the Call Back feature button; for example, Standard 6961 SCCP.
            Step 3   Click the Copy icon.

            The Phone Button Template Configuration window displays with new information.

            Step 4   In the Phone Button Template Name field, enter a new name for the template; for example, Standard 6961 SCCP for Call Back.
            Step 5   Click the Save button.

            The Phone Button Template Configuration redisplays with new information.

            Step 6   To add the CallBack feature button to the template, choose any line button drop-down list box and choose CallBack.
            Step 7   Click the Save button.

            Add phone button template

            Perform the following procedure to add the CallBack phone button template to each user phone.

            Procedure
              Step 1   From Cisco Unified Communications Manager Administration, choose Device > Phone.

              The Find and List Phones window displays.

              Step 2   Find the phone to which you want to add the phone button template. See topics related to Cisco Unified IP Phone configuration in the Cisco Unified Communications Manager Administration Guide.
              Step 3   In the Phone Button Template drop-down list box, choose the new phone button template that contains the CallBack feature button.
              Step 4   Click the Save button.

              A dialog box displays with a message to press Reset to update the phone settings.


              Set Call Back service parameters

              You configure Call Back service parameters by accessing System > Service Parameters in Cisco Unified Communications Manager Administration; choose the server where the Cisco CallManager service runs and then choose the Cisco CallManager service.

              Unless instructed otherwise by the Cisco Technical Assistance Center, Cisco recommends that you use the default service parameters settings. Call Back includes service parameters such as Callback Enabled Flag, Callback Audio Notification File Name, Connection Proposal Type, Connection Response Type, Call Back Request Protection T1 Timer, Callback Recall T3 Timer, Callback Calling Search Space, No Path Preservation, and Set Private Numbering Plan for Callback. For information on these parameters, click the question mark button that displays in the upper corner of the Service Parameter Configuration window.

              Provide Call Back information to users

              The Cisco Unified IP Phone user guides that are available on the web provide procedures for how to use the Call Back feature on the Cisco Unified IP Phone. Use these guides in conjunction with the question mark button help provided on the Cisco Unified IP Phone 7900 Series.

              Troubleshooting Call Back

              Use the Cisco Unified Serviceability Trace Configuration and Real Time Monitoring Tool to help troubleshoot call back problems. See the Cisco Unified Serviceability Administration Guide and the Cisco Unified Real Time Monitoring Tool Administration Guide.