Cisco Unified CallManager Assistant User Guide for Cisco Unified CallManager 4.2
For Managers--How to Use Your Phone with Cisco Unified CallManager Assistant in Proxy-Line Mode
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For Managers—How to Use Your Phone with Cisco Unified CallManager Assistant in Proxy-Line Mode

Table Of Contents

For Managers—How to Use Your Phone with Cisco Unified CallManager Assistant in Proxy-Line Mode

Getting Started—for Managers

Using Cisco CallManager Extension Mobility

Understanding Assistant Selection

Using the Status Window

Using the Cisco Unified CallManager Assistant Menu on Your Phone

How to Intercept, Divert, and Transfer Calls

How to Intercept a Call that is Ringing on the Assistant's Phone

How to Immediately Divert an Incoming Call to Another Number

How to Divert All Calls to Another Number

How to Transfer a Call to Voice Messaging Service

How to Use Call Filtering

How to Use the Intercom Feature to Speak to an Assistant

How to Mute the Ringer on Your Phone


For Managers—How to Use Your Phone with Cisco Unified CallManager Assistant in Proxy-Line Mode


Cisco Unified CallManager Assistant enhances the functionality of your phone and allows you and your assistant to handle calls more effectively. Your system administrator has chosen your Cisco Unified CallManager Assistant configuration to operate in either shared-line mode or proxy-line mode. In shared-line mode, you and your assistant are assigned the same directory number. Your assistant uses this shared number (line) to handle calls on your behalf. In proxy-line mode, you are assigned a directory number and your assistant is assigned an alternate directory number to use as a proxy. Your assistant uses the proxy number (line) to handle calls on your behalf. Before you begin, you should identify which mode your system administrator has chosen. See "Introduction to Cisco Unified CallManager Assistant."

Cisco Unified CallManager Assistant provides the following features for managers who are configured for proxy-line mode:

Call-routing—Selectively redirects incoming calls to your phone or to your assistant's phone based on your custom filter list.

Enhanced call-handling and monitoring features on your Cisco Unified IP Phone—Provides new softkeys and a status window on your phone's LCD screen; provides access to a Cisco Unified CallManager Assistant menu from the Services button on your phone.

Intercom capabilities—Allows you to place intercom calls to your assistant and receive intercom calls from your assistant.

Web-based feature configuration—Allows you to customize some manager features, such as the Divert target, using the Manager Configuration window. Alternately, your assistant can configure these features on your behalf from the Assistant Console.

See the following topics for more information:

How to Identify the Cisco Unified CallManager Mode on a Manager's Phone

Getting Started—for Managers

How to Intercept, Divert, and Transfer Calls

How to Use Call Filtering

How to Use the Intercom Feature to Speak to an Assistant

How to Mute the Ringer on Your Phone

For Managers—How to Access Manager Configuration

Getting Started—for Managers

These topics can help you get started with Cisco Unified CallManager Assistant:

Using Cisco CallManager Extension Mobility

Understanding Assistant Selection

Using the Status Window

Using the Cisco Unified CallManager Assistant Menu on Your Phone

Using Cisco CallManager Extension Mobility

To use Cisco Unified CallManager Assistant with Cisco Unified CallManager Extension mobility:


Step 1 Log in to Cisco Unified CallManager Extension Mobility.

Step 2 Select Cisco IPMA services in the services menu.


Refer to the Cisco Unified IP Phone 7960 and 7940 Series User Guide for more information about the Cisco Unified CallManager Extension Mobility feature.

Understanding Assistant Selection

As a manager, you are automatically logged in to the Cisco Unified CallManager Assistant feature unless you are configured to use Cisco Unified CallManager Extension Mobility.

To handle your calls, your assistant must log in to the Cisco Unified CallManager Assistant Console application and must remain online. If your active assistant logs out or goes offline, Cisco Unified CallManager Assistant will attempt to assign another assistant to you.

Identifying your active assistant

Your active assistant is the person who is currently handling calls on your behalf.

If you have multiple assistants, you might want to identify which assistant is currently active. To do so, press the Services button on your phone and select the Cisco IPMA service. Item 3 identifies your active assistant.

Assigning your default assistant

Whenever possible, Cisco Unified CallManager Assistant assigns your default assistant to serve as your active assistant. If your default assistant is unavailable (offline or logged out), Cisco Unified CallManager Assistant assigns another assistant until your default assistant logs in or restores online availability.

You (or your assistant) can choose your default assistant from the Manager Configuration window. For details, see the "How to Assign a Default Assistant to a Manager" section.

Changing assistants

If you have multiple assistants and more than one of them is logged in and online, you can override automatic selection by manually choosing your active assistant.

Select item 3 from the Cisco Unified CallManager Assistant menu on your phone to see a list of available assistants. If multiple assistants are available, select another assistant to serve as your active assistant. Exit from the menu when you are done.

When your assistants are not available

If all of your assistants are unavailable, the Assistant icon (left-most icon) in the Cisco Unified CallManager Assistant status window on your phone appears crossed out. Your call-handling support will resume as soon as one of your assistants logs in.

Related Topics

Getting Started—for Managers

How to Intercept, Divert, and Transfer Calls

How to Use Call Filtering

How to Use the Intercom Feature to Speak to an Assistant

How to Mute the Ringer on Your Phone

Using the Status Window

For Managers

The Cisco Unified CallManager Assistant status window appears on the LCD screen of your Cisco Unified IP Phone.

There are two areas within the Cisco Unified CallManager Assistant status window:

Assistant Watch area—The top portion of the status window displays the caller ID and the elapsed time for a call that is being handled on your behalf by an assistant. See Table 1 for details.

Assistant and Features area—The largest portion of the status window displays icons to indicate the presence of an active assistant and the on/off status of your features. See Table 2 for details.

Table 1 Assistant Watch Messages in the Cisco Unified CallManager Assistant Status Window 

Message
Meaning

"Assistant Watch - ON"

Assistant Watch is on but there are no connected or incoming calls being redirected to your assistant at the moment.

"Call from" followed by caller ID

An incoming call was redirected to your assistant and is currently ringing on your assistant's phone. You can intercept the call now.

Caller ID and a timer

The incoming call has been answered by the assistant. The timer begins once the assistant answers (or otherwise handles) the call.

"Assistant Watch - OFF"

Assistant Watch is off. To set it to on, press the SetWtch softkey.

"Filtering Down"

Call Filtering feature is unavailable at this time.


Table 2 Assistant and Feature Icons in the Cisco Unified CallManager Status Window 

Feature
Description

Assistant Available

The assistant icon resembles a person and is located on the left side of your status window. The icon indicates that an active assistant is ready to take your calls.

Assistant Unavailable

The assistant unavailable icon resembles a person with a line across it. This indicates that all of your assistants are unavailable.

To identify your active assistant, press the Services button on your Cisco Unified IP Phone, then select the Cisco IPMA service.

Call Filter Enabled

A mesh-filled circle indicates that filtering is on.

Call Filter Disabled

A hollow circle indicates that filtering is off.

To toggle the filter off and on, select Filter from the Cisco Unified CallManager Assistant menu. You can configure call filtering from the Manager Configuration web page.

Do Not Disturb Enabled

A crossed-out bell indicates that the feature is on (ringer is disabled).

Do Not Disturb Disabled

A bell indicates that the feature is off (ringer is enabled).

To enable/disable the Do Not Disturb feature and turn your ringer on or off, press the DND softkey.

Divert All Enabled

An arrow deflected by a barrier indicates that the feature is on (calls are being redirected away from your phone);

Divert All Disabled

A straight arrow indicates that the feature is off (calls are being directed to your phone).

To enable/disable the Divert All feature, press the DivAll softkey. The initial default target for this feature is your selected assistant. You can change the target from the Manager Configuration web page.


Tips

The status window is not visible when you are using your phone to place or receive calls.

Press the SetWtch softkey to toggle Assistant Watch off and on.

Related Topics

Getting Started—for Managers

How to Intercept, Divert, and Transfer Calls

How to Use Call Filtering

How to Use the Intercom Feature to Speak to an Assistant

How to Mute the Ringer on Your Phone

Using the Cisco Unified CallManager Assistant Menu on Your Phone

For Managers

To open the Cisco Unified CallManager Assistant menu on your phone, press the Services button and choose the Cisco IPMA service. Table 3 describes Cisco Unified CallManager Assistant menu items and associated tasks.

Table 3 Cisco Unified CallManager Assistant Menu Items and Associated Tasks

Cisco IPMA menu item
What it does
1

Filter

Toggles call filtering off and on.

2

Filter Mode

Toggles between Inclusive or Exclusive filters.

3

Assistant

Displays your active assistant and other available assistants.


Related Topics

Getting Started—for Managers

How to Intercept, Divert, and Transfer Calls

How to Use Call Filtering

How to Use the Intercom Feature to Speak to an Assistant

How to Mute the Ringer on Your Phone

How to Intercept, Divert, and Transfer Calls

For Managers

You can use Cisco Unified CallManager Assistant softkeys on your phone to intercept, divert, transfer, and otherwise handle an active call.

This section covers the following topics:

How to Intercept a Call that is Ringing on the Assistant's Phone

How to Immediately Divert an Incoming Call to Another Number

How to Divert All Calls to Another Number

How to Transfer a Call to Voice Messaging Service

How to Intercept a Call that is Ringing on the Assistant's Phone

For Managers

Press the Intrcpt softkey on your Cisco Unified IP Phone to intercept a call that is ringing on your assistant's phone and to redirect the call to your own phone.

To successfully intercept the call, you must press the Intrcpt softkey before your assistant answers the call; you cannot intercept calls that have already connected.


Tip When a call for you is ringing on your assistant's phone, you can see the text "Call from" and the caller ID in the Assistant Watch portion of the status window on your phone.


Related Topics

Getting Started—for Managers

How to Intercept, Divert, and Transfer Calls

How to Use Call Filtering

How to Use the Intercom Feature to Speak to an Assistant

How to Mute the Ringer on Your Phone

How to Immediately Divert an Incoming Call to Another Number

For Managers

Press the ImmDiv softkey to divert a call that is ringing, connected, or on hold from your phone to another phone.

By default, the Immediate Divert (ImmDiv) feature redirects calls to your selected assistant. However, you or your assistant can substitute any phone number as the Divert target.


Note If no assistant is available and the manager presses the ImmDiv softkey, a call that would normally be diverted to an assistant will instead go to the manger's voice mailbox by default.


Tips

If the assistant is the designated ImmDiv target and if you have Assistant Watch on, you can verify that the call has been diverted to your assistant by looking at the status window on your LCD screen.

The ImmDiv feature and the Divert All (DivAll) feature share the same Divert target. You or your assistant can change this target from the Manager Configuration window.

Related Topics

Getting Started—for Managers

How to Intercept, Divert, and Transfer Calls

How to Use Call Filtering

How to Use the Intercom Feature to Speak to an Assistant

How to Configure the Divert Target for a Manager

How to Divert All Calls to Another Number

For Managers

Press the DivAll softkey to toggle the Divert All (DivAll) feature on or off. When this feature is on, DivAll redirects your incoming calls to another phone.

Unlike ImmDiv, which you invoke on a call-by-call basis, DivAll allows you to redirect all future incoming calls until you set the feature to off.

By default, the DivAll target is your selected assistant. However, you or your assistant can substitute any phone number as the Divert target. For example, if you plan to be away from the office and you still want to receive your calls, you can set the Divert All target to your cell phone number.

Tips

An icon in the Cisco Unified CallManager Assistant status window indicates whether the DivAll feature is on or off. A deflected arrow indicates that the feature is on; a straight arrow indicates that the feature is off.

DivAll applies to all your lines that can be managed by your assistant; it cannot redirect the incoming calls that you receive on a personal line that your assistant does not have access to, or on an intercom line.

The DivAll feature and the Immediate Divert (ImmDiv) feature share the same Divert target. You or your assistant can change this target from the Manager Configuration window.

If you have both call filtering and DivAll enabled, Cisco Unified CallManager Assistant first applies call filtering to an incoming call. Call filtering directs the call to you or to your assistant (depending on filter settings.) Next, Cisco IPMA applies DivAll to those calls that filtering has directed to you. The DivAll feature redirects those calls to the DivAll target.

If you configure call forward all on your phone, all your incoming calls will be forwarded to the call forward number that you entered. Your calls will not be filtered to your assistant and they will not be diverted to your divert target.

Related Topics

Getting Started—for Managers

How to Intercept, Divert, and Transfer Calls

How to Use Call Filtering

How to Use the Intercom Feature to Speak to an Assistant

How to Configure the Divert Target for a Manager

How to Transfer a Call to Voice Messaging Service

For Managers

Press the TrnsfVM softkey to immediately send a call from your phone to your voice messaging service. You can transfer a call on hold to your voice messaging service.

Related Topics

Getting Started—for Managers

How to Intercept, Divert, and Transfer Calls

How to Use Call Filtering

How to Use the Intercom Feature to Speak to an Assistant

How to Mute the Ringer on Your Phone

How to Use Call Filtering

For Managers

Call filtering selectively redirects your incoming calls to your assistant, based on the caller ID and the following configurations and settings:

Filter Mode

Filter Lists

Filter on/off status

Table 4 provides details about each of these filter settings.


Note The initial default settings are such that Inclusive call filtering is on and filter lists are empty; therefore all of your incoming calls are redirected to your assistant. To customize filtering, see the "How to Create Filter Lists for a Manager" section.


In order for your assistant to handle your calls, call filtering must be enabled. If you have both call filtering and Divert All (DivAll) enabled, Cisco Unified CallManager Assistant first applies call filtering to an incoming call. Call filtering directs the call to you or to your assistant (depending on filter settings.) Next, Cisco IPMA applies DivAll to those calls that filtering has directed to you. The DivAll feature redirects those calls to the DivAll target.

For example, you can set up a inclusive filter to receive only family calls. All other calls will be handled by your assistant. If you have plans to be away from your office, you can then set the DivAll target to your cell phone number, enable Divert All, and receive the calls from your family on your cell phone. Your assistant will still receive all other calls.


Note When you configure call forward all on your phone, all your incoming calls will be forwarded to the call forward number that you entered. Your calls will not be filtered to your assistant and they will not be diverted to your divert target.


Table 4 Call Filtering Settings 

Setting
Purpose
Where to find it
Notes

Filter Mode

Use the filter mode setting to toggle between Inclusive and Exclusive filter lists.

Inclusive filtering—In this mode, Cisco Unified CallManager Assistant sends incoming calls that match numbers in your Inclusive filter list to you; the remainder are redirected to your assistant.

Exclusive filtering—In this mode, Cisco Unified CallManager Assistant redirects incoming calls that match numbers in your Exclusive filter list to your assistant; the remainder are sent to you.

Toggle between Inclusive and Exclusive filter lists from the Cisco Unified CallManager Assistant menu on your phone's LCD screen.

By initial default, the Inclusive filter is active.

Assistants can control the filter mode on your behalf from the Assistant Console.

Filter Lists

Filter lists consist of one or more phone numbers (partial or entire). When you get a new call and filtering is on, Cisco Unified CallManager Assistant compares the caller ID to the numbers in your active list. Depending on whether the numbers match and which filter list is active (Inclusive or Exclusive), Cisco Unified CallManager Assistant then routes the call to you or to your assistant.

Create filter lists from the Manager Configuration window. Choose the Inclusive or Exclusive Filter tab.

Your assistant can set up filter lists for you. By initial default, filter lists are empty.

Filter on/off status

The filter on/off setting toggles call filtering on or off.

When the feature is on, all of your incoming calls are intercepted and redirected according to filter settings.

Toggle filtering on and off from the Cisco Unified CallManager Assistant menu on your phone's LCD screen. Press the Services button and choose the Cisco IPMA service, then select Filter.

The initial default setting for the filter is on.


Tip

A circle icon in theCisco Unified CallManager Assistant status window indicates whether the call filtering feature is on or off. A mesh-filled circle icon indicates on; a hollow circle indicates off.

Related Topics

Getting Started—for Managers

How to Intercept, Divert, and Transfer Calls

How to Use the Intercom Feature to Speak to an Assistant

How to Create Filter Lists for a Manager

How to Use the Intercom Feature to Speak to an Assistant

For Managers

The Intercom feature is an optional feature and allows you to speak to your assistant over an intercom line. It is configured by your system administrator. See your system administrator if you do not have this feature and wish to have it.

To place an intercom call on your Cisco Unified IP Phone, press the intercom speed dial button that corresponds to your assistant.

If your assistant is not on another call when you initiate an intercom call, your speakerphone and your assistant's speakerphone will open simultaneously. You can then converse using your phone's speakerphone, headset, or handset. This is the case when your assistant places an intercom call to you, as well.

If your assistant is busy on another call when you initiate an intercom call, the intercom call will ring on the assistant's phone and must be answered manually. This is also the case when your assistant places an intercom call to you at a time when you are on another call.

To end the intercom call, hang up the phone (or push the speaker or headset button).

Related Topics

Getting Started—for Managers

How to Intercept, Divert, and Transfer Calls

How to Use Call Filtering

How to Mute the Ringer on Your Phone

How to Mute the Ringer on Your Phone

For Managers

In order to mute the ringer on your phone, press the DND softkey to toggle the Do Not Disturb feature on or off. When this feature is on, the ringer is disabled on your Cisco Unified IP Phone. The DND feature disables the ringer for all lines on the phone, including intercom lines. The Do Not Disturb feature is represented by a bell in the Cisco Unified CallManager Assistant status window s on the LCD screen of your Cisco Unified IP Phone. A crossed-out bell indicates that the feature is on and the ringer on your phone is disabled. Your assistant's phone will continue to ring. A bell indicates that the feature is off and the ringer is enabled.

The initial default setting is off.

Tip

This feature does not affect call filtering.

Related Topics

Getting Started—for Managers

How to Intercept, Divert, and Transfer Calls

How to Use Call Filtering

How to Use the Intercom Feature to Speak to an Assistant