Cisco Unified IP Phone 6901 and 6911 Administration Guide for Cisco Unified Communications Manager 8.5 (SCCP and SIP)
Configuring Features, Templates, Services, and Users
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Configuring Features, Templates, Services, and Users

Table Of Contents

Configuring Features, Templates, Services, and Users

Telephony Features Available for the Cisco Unified IP Phone

Adding Users to Cisco Unified Communications Manager

Managing the User Options Web Pages

Giving Users Access to the User Options Web Pages

Specifying Options that Appear on the User Options Web Pages


Configuring Features, Templates, Services, and Users


After you install Cisco Unified IP Phones in your network, configure their network settings, and add them to Cisco Unified Communications Manager, you must use the Cisco Unified Communications Manager Administration application to configure telephony features, optionally modify phone templates, set up services, and assign users.

This chapter provides an overview of these configuration and setup procedures. Cisco Unified Communications Manager documentation provides detailed instructions for these procedures.

To list supported features for all phones or for a particular phone model on your Cisco Unified Communications Manager, you can generate a Unified CM Phone Feature List report on Cisco Unified Reporting.

For suggestions about how to provide users with information about features, and what information to provide, see "Providing Information to Users Via a Website."

For information about setting up phones in non-English environments, see "Technical Specifications."

This chapter includes following topics:

Telephony Features Available for the Cisco Unified IP Phone

Adding Users to Cisco Unified Communications Manager

Managing the User Options Web Pages

Telephony Features Available for the Cisco Unified IP Phone

After you add Cisco Unified IP Phones to Cisco Unified Communications Manager, you can add functionality to the phones. Table 5-1 includes a list of supported telephony features, many of which you can configure using Cisco Unified Communications Manager Administration. The Reference column lists Cisco Unified Communications Manager and other documentation that contains configuration procedures and related information.

For information about using most of these features on the phone, refer to Cisco Unified IP Phone 6901 and 6911 User Guide for Cisco Unified Communications Manager.


Note Cisco Unified Communications Manager Administration also provides several service parameters that you can use to configure various telephony functions. For more information on accessing and configuring service parameters, refer to Cisco Unified Communications Manager Administration Guide.

For more information on the functions of a service, select the name of the parameter or the question mark help button in the Service Parameter Configuration window.


Table 5-1 Telephony Features for the Cisco Unified IP Phone 

Feature
Description
Configuration Reference

Agent Greeting

Allows an agent to create and update a prerecorded greeting that plays at the beginning of a call, such as a customer call, before the agent begins the conversation with the caller. The agent can record greetings and update them, as required.

When a customer calls, both the agent and the customer can hear the prerecorded greeting. The agent can remain on mute until the greeting ends or answer the call over the greeting.

All codecs supported for the phone are supported for Agent Greeting calls.

To enable Agent Greeting in the Cisco Unified CM Administration application, choose Device > Phone, and locate the IP Phone that you want to configure. Scroll to the Device Information Layout pane and set the Built In Bridge field to On or Default.

If Built In Bridge is set to Default, choose System > Service Parameter and select the appropriate Server and Service. Scroll to the Clusterwide Parameters (Device - Phone) pane and set Builtin Bridge Enable to On.

For more information, see:

Cisco Unified Communications Manager Features and Services Guide, Barge and Privacy.

Cisco Unified Communications Manager System Guide, Cisco Unified IP Phones.

Audible Message Waiting Indicator (AMWI)

A stutter tone from the handset or speakerphone indicates that a user has one or more new voice messages on a line.

For more information, go to the "Cisco Unified IP Phone" chapter in the Cisco Unified Communications Manager System Guide.

Auto Answer

(Cisco Unified IP Phone 6911 only)

Connects incoming calls automatically after a ring or two.

Auto Answer works with the speakerphone.

For more information, go to the "Directory Number Configuration" chapter in the Cisco Unified Communications Manager Administration Guide.

Automatic Port Synchronization

(Cisco Unified IP Phone 6911 only)

When the Cisco Unified CM administrator uses the Remote Port Configuration feature to set the speed and duplex function of an IP phone remotely, loss of packets can occur if one port is slower than the other.

The Automatic Port Synchronization feature synchronizes the ports to the lowest speed among the two ports, which eliminates packet loss. When automatic port synchronization is enabled, it is recommended that both ports be configured for autonegotiate. If one port is enabled for autonegotiate and the other is at a fixed speed, the phone synchronizes to the fixed port speed.

Note If both the ports are configured for fixed speed, the Automatic Port Synchronization feature is ineffective.
The Remote Port Configuration and Automatic Port Synchronization features are compatible only with IEEE 802.3AF Power of Ethernet (PoE) switches. Switches that support only Cisco Inline Power are not compatible. Enabling this feature on phones that are connected to these types of switches could result in loss of connectivity to Cisco Unified CM, if the phone is powered by PoE.

To configure the parameter in the Cisco Unified CM Administration application, choose Device > Phone, select the appropriate IP phones, and scroll to the Product Specific Configuration Layout pane.

To configure the setting on multiple phones simultaneously, enable Automatic Port Synchronization in either the Enterprise Phone Configuration (System > Enterprise Phone Configuration) or the Common Phone Profile Configuration (Device > Device Settings > Common Phone Profile).

Auto Barge

Allows user to cbarge into a shared line call automatically.

For more information, refer to:

Cisco Unified Communications Manager Features and Services Guide "Barge and Privacy" chapter.

Block External to External Transfer

Prevents users from transferring an external call to another external number.

For more information, go to the "External Call Transfer Restrictions" chapter in the Cisco Unified Communications Manager Features and Services Guide.

Call Forward

Allows users to redirect incoming calls to another number. Call forward options include Call Forward All, Call Forward Busy, Call Forward No Answer, and Call Forward No Coverage.

You will hear a stutter tone after off-hook if Call Forward All feature is configured on your phone.

For more information, refer to:

Cisco Unified Communications Manager Administration Guide, "Directory Number Configuration" chapter.

Cisco Unified Communications Manager System Guide, "Cisco Unified IP Phone" chapter.

"Specifying Options that Appear on the User Options Web Pages" section

Call Forward All Loop Breakout

Detects and prevents Call Forward All loops. When a Call Forward All loop is detected, the Call Forward All configuration is ignored and the call rings through.

For more information, go to the "Cisco Unified IP Phone" chapter in the Cisco Unified Communications Manager System Guide.

Call Forward All Loop Prevention

Prevents a user from configuring a Call Forward All destination directly on the phone that creates a Call Forward All loop or that creates a Call Forward All chain with more hops than the existing Forward Maximum Hop Count service parameter allows.

For more information, go to the "Cisco Unified IP Phone" chapter in the Cisco Unified Communications Manager System Guide.

Call Forward Destination Override

Allows you to override Call Forward All (CFA) in cases where the CFA target places a call to the CFA initiator. This feature allows the CFA target to reach the CFA initiator for important calls. The override works whether the CFA target phone number is internal or external.

For more information, go to the "Understanding Directory Numbers" chapter in the Cisco Unified Communications Manager System Guide.

Call Pickup

(Cisco Unified IP Phone 6911 only)

Allows users to answer a call that is ringing on a co-worker's phone by redirecting the call to their phone

You can configure an audio alert for the primary line on the phone. This alert notifies the users that a call is ringing in their pickup group.

For more information, go to the "Call Pickup" chapter in the Cisco Unified Communications Manager Features and Services Guide.

Call Waiting

Indicates (and allows users to answer) an incoming call that rings while on another call.

The phone sounds the call waiting tone (single beep) and the line button flashes amber.

For more information, refer to:

Cisco Unified Communications Manager System Guide, "Understanding Directory Numbers" chapter.

cBarge

Allows a user to join a non-private call on a shared phone line. cBarge adds a user to a call and converts it into a conference, allowing the user and other parties to access conference features.

For more information, refer to:

Cisco Unified Communications Manager Features and Services Guide,"Barge and Privacy" chapter.

Cisco Unified Communications Manager System Guide, "Cisco Unified IP Phone" chapter.

Cisco Unified Communications Manager Features and Services Guide "Barge and Privacy" chapter.

Cisco Unified Video Advantage (CUVA)

(Cisco Unified IP Phone 6911 only)

Allows users to make video calls by using your Cisco Unified IP Phone, your personal computer, and an external video camera.

Configure Video Capabilities and Auto Line Select parameter in the Product Specific Configuration Layout section in Phone Configuration.

Cisco Web Dialer

Allows users to make calls from web and desktop applications.

For more information go to the "Cisco Web Dialer" chapter in the Cisco Unified Communications Manager Features and Services Guide.

Client Matter Codes (CMC)

Enables a user to specify that a call relates to a specific client matter.

For more information, go to the "Client Matter Codes and Forced Authorization Codes" chapter in the Cisco Unified Communications Manager Features and Services Guide.

Conference

Allows a user to talk simultaneously with multiple parties by calling each participant individually. Conference features include Conference and Meet Me.

Allows a non-initiator in a standard (ad hoc) conference to add participants; also allows any conference participant to join together two standard conferences on the same line.

Allows a conference host on the Cisco Unified IP Phone 6901 to remove the last participant that joined the conference by using the hookflash feature.

The service parameter, Advance Adhoc Conference, (disabled by default in Cisco Unified Communications Manager Administration) allows you to enable these features.

For information on conferences, go to the "Conference Bridges" chapter in the Cisco Unified Communications Manager System Guide.

For more information, go to the "Cisco Unified IP Phone" chapter in the Cisco Unified Communications Manager System Guide.

Note Be sure to inform your users whether these features are activated.

CTI Applications

A computer telephony integration (CTI) route point can designate a virtual device to receive multiple, simultaneous calls for application-controlled redirection.

For more information, go to the "CTI Route Point Configuration" chapter in the Cisco Unified Communications Manager Administration Guide.

Forced Authorization Codes (FAC)

Controls the types of calls that certain users can place.

For more information, go to the "Client Matter Codes and Forced Authorization Codes" chapter in the Cisco Unified Communications Manager Features and Services Guide.

Group Call Pickup

(Cisco Unified IP Phone 6911 only)

Allows a user to answer a call that is ringing on a directory number in another group.

For more information, go to the "Call Pickup" chapter in the Cisco Unified Communications Manager Features and Services Guide.

Hold Status

Enables phones with a shared line to distinguish between the local and remote lines that placed a call on hold.

The Line LED illuminates green light for Local Hold and red light for Remote Hold.

No configuration is required.

Hold/Resume

Allows the user to move a connected call from an active state to a held state by using the Hold button. The user resumes a held call by pressing the line button, speaker button, or going off-hook.

Note The LED on the line button flashes green when a local call is on hold and the LED flashes red when a remote call is on hold.

Requires no configuration, unless you want to use music on hold. See "Music-on-Hold" in this table for information.

Meet Me Conference

(Cisco Unified IP Phone 6911 only)

Allows a user to host a Meet Me conference in which other participants call a predetermined number at a scheduled time.

The user joins a meet me conference by pressing he feature button and the meet me conference number.

For more information go to the "Meet Me Number/Pattern Configuration" chapter in the Cisco Unified Communications Manager Administration Guide.

Message Waiting

Defines directory numbers for message-waiting on and message-waiting off indicator. A directly connected voice-messaging system uses the specified directory number to set or to clear a message-waiting indication for a particular Cisco Unified IP Phone.

For more information, refer to:

Cisco Unified Communications Manager Administration Guide, "Message Waiting Configuration" chapter.

Cisco Unified Communications Manager System Guide, "Voice Mail Connectivity to Cisco Unified Communications Manager" chapter.

Message Waiting Indicator

A light on the handset that indicates that a user has one or more new voice messages.

For more information refer to:

Cisco Unified Communications Manager Administration Guide, "Message Waiting Configuration" chapter.

Cisco Unified Communications Manager System Guide, "Voice Mail Connectivity to Cisco Unified Communications Manager" chapter.

Music on Hold

Plays music while callers are on hold.

For more information go to the "Music On Hold" chapter in the Cisco Unified Communications Manager Features and Services Guide.

Mute

(Cisco Unified IP Phone 6911 only)

Mutes the microphone from the handset or speakerphone.

Requires no configuration.

On-hook Call Transfer

Allows a user to press the Transfer button and then go on-hook to complete a call transfer.

For more information refer to Cisco Unified Communications Manager System Guide, "Cisco Unified IP Phones" chapter.

Plus Dialing

Allows the user to dial E.164 numbers prefixed with a "+" sign.

To dial the + sign, the user needs to press and hold the "*" key for at least 1 second. This applies to dialing the first digit for both on-hook or off-hook calls.

Requires no configuration.

Private Line Automated Ringdown (PLAR)

The Cisco Unified Communications Manager administrator can configure a phone number that the Cisco Unified IP Phone dials as soon as the handset goes off-hook. This can be useful for phones that are designated for calling emergency or "hotline" numbers.

For more information, go to the "Directory Number Configuration" chapter in the Cisco Unified Communications Manager Administration Guide.

Redial

Allows users to call the most recently dialed phone number by pressing the Redial button.

Requires no configuration.

Remote Port Configuration

Allows the administrator to configure the speed and duplex function of the phone Ethernet ports remotely by using Cisco Unified CM Administration. This enhances the performance for large deployments with specific port settings.

Note If the ports are configured for Remote Port Configuration in Cisco Unified CM, the data cannot be changed on the phone.

To configure the parameter in the Cisco Unified CM Administration application, choose Device > Phone, select the appropriate IP phone, and scroll to the Product Specific Configuration Layout pane (Switch Port Remote Configuration or PC Port Remote Configuration).

To configure the setting on multiple phones simultaneously, configure the remote configuration in either Enterprise Phone Configuration (System > Enterprise Phone Configuration) or Common Phone Profile Configuration (Device > Device Settings > Common Phone Profile.
(Switch Port Remote Configuration or PC Port Remote Configuration)

Shared Line

Allows a user to have multiple phones that share the same phone number or allows a user to share a phone number with a coworker.

For more information, go to the "Understanding Directory Numbers" chapter in the Cisco Unified Communications Manager System Guide.

Monitoring and Recording

(Cisco Unified IP Phone 6911 only)

Allows a supervisor to monitor an active call silently. The supervisor cannot be heard by either party on the call. The user may receive an audible alert during a call when it is being monitored.

When a call is secure, a lock icon is displayed. Callers may also receive an audible alert to indicate that the call is being monitored. The connected parties may also receive an audible alert that indicates the call is secure and is being monitored.

When an active call is being monitored or recorded, you can receive or place intercom calls; however, if you place an intercom call, the active call is put on hold. This causes the recording session to terminate and the monitoring session to suspend. To resume the monitoring session, the person being monitored must resume the call.

For more information, refer to the Cisco Unified Communications Manager Features and Services Guide, "Monitoring and Recording" chapter.

Speed Dialing

(Cisco Unified IP Phone 6911 only)

Dials a specified number that has been previously stored.

You have to configure this feature on the Cisco Unified Communications Manager; the users use the Feature key and the Feature Code to access speed dial.

For more information refer to:

Cisco Unified Communications Manager Administration Guide, "Cisco Unified IP Phone Configuration" chapter.

Cisco Unified Communications Manager System Guide, "Cisco Unified IP Phone" chapter.

Time-of-Day Routing

Restricts access to specified telephony features by time period.

For more information refer to:

Cisco Unified Communications Manager Administration Guide, "Time Period Configuration" chapter.

Cisco Unified Communications Manager System Guide, "Time-of-Day Routing" chapter.

Time Zone Update

Updates the Cisco Unified IP Phone with time zone changes.

For more information, refer to the Cisco Unified Communications Manager Administration Guide, "Date/Time Group Configuration" chapter.

Transfer

Allows users to redirect connected calls from their phones to another number.

Some JTAPI/TAPI applications are not compatible with the Direct Transfer feature implementation on the Cisco Unified IP Phone 6901 and 6911.

Voice messaging system

Enables callers to leave messages if calls are unanswered.

Messages are accessed using the Message button on the Cisco Unified IP Phone 6911.

Messages are accessed using the access code on the Cisco Unified IP Phone 6901.

For more information refer to:

Cisco Unified Communications Manager Administration Guide, "Cisco Voice-Mail Port Configuration" chapter.

Cisco Unified Communications Manager System Guide, "Voice Mail Connectivity to Cisco Unified Communications Manager" chapter.


Adding Users to Cisco Unified Communications Manager

Adding users to Cisco Unified Communications Manager allows you to display and maintain information about users and allows each user to perform these tasks:

Create a personal directory.

Set up speed dial and call forwarding numbers.

You can add users to Cisco Unified Communications Manager using one of these following methods:

To add users individually, choose User Management > End User from Cisco Unified Communications Manager Administration.

For more information, go to the End User Configuration chapter in the Cisco Unified Communications Manager Administration Guide.

To add users in batches, use the Bulk Administration Tool. This method also enables you to set an identical default password for all users.

For more information, go to the "Bulk Administration" chapter in Cisco Unified Communications Manager Administration Guide.

To add users from your corporate LDAP directory, choose System > LDAP > LDAP System from Cisco Unified Communications Manager Administration.


Note Once the Enable Synchronization from the LDAP Server is enabled, you will not be able to add additional users from Cisco Unified Communications Manager Administration.


For more information on LDAP, go to the "Understanding the Directory" chapter in the Cisco Unified Communications Manager System Guide.

To add a user and phone at the same time choose User Management > User/Phone Add from Cisco Unified Communications Manager.

Managing the User Options Web Pages

From the User Options web page, users can customize and control several phone features and settings. For detailed information about the User Options web pages, refer to Cisco Unified IP Phone 6901 and 6911 User Guide for Cisco Unified Communications Manager.

Giving Users Access to the User Options Web Pages

Before a user can access the User Options web pages, you must add the user to the standard Cisco Unified Communications Manager end user group and associate the appropriate phone with the user.

To add the user to the standard Cisco Unified Communications Manager end user group, you must follow these steps:

Procedure


Step 1 From Cisco Unified Communications Manager Administration, choose User Management > User Groups.

The Find and List Users window displays.

Step 2 Enter the appropriate search criteria and click Find.

Step 3 Click the Standard CCM End Users link. The User Group Configuration page for the Standard CCM End Users displays.

Step 4 Click Add End Users to Group. The Find and List Users window displays.

Step 5 Use the Find User drop-down list to find the end users that you want to add and click Find.

Step 6 A list of end users that matches your search criteria displays.

Step 7 In the list of records that display, click the check box next to the users that you want to add to this user group. If the list comprises multiple pages, use the links at the bottom to see more results.


Note The list of search results does not display end users that already belong to the user group.


Step 8 Click Add Selected.


To associate phones with the user, you must follow these steps:

Procedure


Step 1 From Cisco Unified Communications Manager Administration, choose User Management > End User.

The Find and List Users window displays.

Step 2 Enter the appropriate search criteria and click Find.

Step 3 In the list of records that display, click the link for the user.

Step 4 Click Device Association.

The User Device Association window displays.

Step 5 Enter the appropriate search criteria and click Find.

Step 6 Choose the device that you want to associate with the end user by checking the box to the left of the device.

Step 7 Click Save Selected/Changes to associate the device with the end user.

Step 8 From Related Links drop-down list in the upper, right corner of the window, select Back to User, and click Go.

The End User Configuration window displays and the associated devices that you chose display in the Controlled Devices pane.

Step 9 Click Save Selected/Changes.


Make sure to provide end users with the following information about the User Options web pages:

The URL required to access the application. This URL is:

http://<server_name:portnumber>/ccmuser/, where server_name is the host name of the Cisco Unified Communications Manager.

A user ID and default password are needed to access the application.

These settings correspond to the values you entered when you added the user to Cisco Unified Communications Manager (see the "Adding Users to Cisco Unified Communications Manager" section).

For additional information, refer to:

Cisco Unified Communications Manager Administration Guide, "User Group Configuration" chapter.

Cisco Unified Communications Manager Administration Guide, "End User Configuration" chapter.

Specifying Options that Appear on the User Options Web Pages

Most options that are on the User Options web pages appear by default. However, the following options must be set by the system administrator by using Enterprise Parameters Configuration settings in Cisco Unified Communications Manager Administration:

Show Ring Settings

Show Call Forwarding

Show Message Waiting Lamp

Show Audible Message Waiting Indicator


Note The settings apply to all User Options web pages at your site.


To specify the options that appear on the User Options web pages, follow these steps:

Procedure


Step 1 From Cisco Unified Communications Manager Administration, choose System > Enterprise Parameters.

The Enterprise Parameters Configuration window appears.

Step 2 In the CCMUser Parameters area, specify whether a parameter appears on the User Options web pages by choosing one of these values from the Parameter Value drop-down list for the parameter:

True—Option displays on the User Options web pages (default except for Show Ring Settings, and Show Call Forwarding).

False—Option does not display on the User Options web pages.

Show All Settings—All call forward settings display on the User Options web pages (default).

Hide All Settings—No call forward settings display on the User Options web pages.

Show Only Call Forward All—Only call forward all calls displays on the User Options web pages.