Cisco Unified IP Phone 6901 and 6911 User Guide for Cisco Unified CM 8.5 (SCCP and SIP)
Calling Features
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Calling Features

Table Of Contents

Calling Features

Agent Greeting

Auto Answer

Auto Answer with Your Speakerphone

Auto Barge

Call Forward All

Forward Calls on Your Phone

Call Pickup

Answer a Call Using Pickup

Answer a Call Using Group Pickup and a Group Pickup Number

Call Waiting

Respond to a Call Waiting Notification

Codes

Place a Call Using a Client Matter Code

Place a Call Using a Forced Authorization Code

Conference

Set up a Conference Using Hookflash

Drop a Party from a Conference Using Hookflash

Set Up a Conference

Hookflash

Use Hookflash to Activate Features

Hold

Hold and Resume a Call

Meet Me

Host a Meet Me Conference

Join a Meet Me Conference

Monitoring and Recording

Mute

Mute Your Phone

Plus Dialing

Dialing an International Number

Redial

Redial a Number

Shared Lines

Speed Dial

Place a Call with a Speed-Dial Button

Transfer

Transfer a Call to Another Number Using the Hookflash

Transfer a Call to Another Number Using the Transfer Button

Swap Between Calls Before Completing a Transfer

Web Dialer

Use Web Dialer with Cisco Directory

Set Up, View, or Change Web Dialer Preferences

Sign Out of Web Dialer


Calling Features


Agent Greeting

The Agent Greeting feature 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 prerecord a single greeting or multiple ones as needed.

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

For more information, see your system administrator.

Auto Answer

(Cisco Unified IP Phone 6911 only)

Auto Answer prompts your phone to automatically answer incoming calls after one ring.

Your system administrator sets up Auto Answer to work with your speakerphone.

Auto Answer with Your Speakerphone

Keep the handset in the cradle to auto answer with your speakerphone. Otherwise, calls ring normally and you must manually answer them.

Auto Barge

Auto barge, if configured, allows you to barge into a shared line call automatically.

For example, in a shared line scenario, when you go off hook and a call remote is already in use, you can barge into the call automatically.

Call Forward All

Call Forward All allows you to forward calls on your phone to another number.

You can set up Call Forward All directly on your phone. To access Call Forward All remotely, go to your User Options web pages.

There are two types of call-forwarding features that your system administrator may set up on your phone:

Unconditional call forwarding (Call Forward All)—Applies to all calls that you receive.

Conditional call forwarding (Call Forward No Answer, Call Forward Busy, Call Forward No Coverage)—Applies to certain calls that you receive, according to conditions, and is accessible only from your User Options web pages.

When forwarding calls from your phone, enter the call-forward target phone number exactly as you would dial it from your phone. For example, enter an access code or the area code, if necessary.

Your system administrator can set up other call forward options that:

Allow calls placed from the call forward target phone number to your phone to ring through, rather than be forwarded.

Prevent you from creating a call forward loop or exceeding the maximum number of links in a call forwarding chain.

Related Topics

Set Up Call Forwarding Per Line, page 30

Forward Calls on Your Phone

(Cisco Unified IP Phone 6901 only)

1. Sign in to your User Options web pages.

2. Go to Device > Line Settings.

3. Enter the phone number you want to forward calls to.

4. Click Save.

(Cisco Unified IP Phone 6911 only)

1. Press the Feature button followed by the predetermined number set up for Call Forward All.

2. Listen for a dial tone, then enter the phone number to which your calls will be forwarded.

A visual confirmation is displayed as a solid amber light on the handset.

3. To cancel call forwarding, repeat Step 1.

When you lift the handset, you will hear a stutter tone until you cancel call forwarding. The visual confirmation turns off when Call Forward All is canceled.

Call Pickup

(Cisco Unified IP Phone 6911 only)

Call Pickup allows you to answer a call that is ringing on a coworker's phone by redirecting the call to your phone.

You may use Call Pickup if you share call-handling tasks with coworkers.

There are three ways you can pick up a call:

Pickup—Allows you to answer a call that is ringing on another phone within your call pickup group.

If multiple calls are available for pickup, your phone picks up the oldest call first (the call that has been ringing for the longest time).

Group Pickup—Allows you to answer a call on a phone that is outside your call pickup group by:

Using a group pickup number (provided by your system administrator).

Dialing the ringing phone's number if the destination user's direct number is present in one of the current user's associated groups.

Your system administrator sets up the call pickup group you are in and the call pickup buttons depending on your call-handling needs and work environment.

Answer a Call Using Pickup

(Cisco Unified IP Phone 6911 only)

1. If Auto Pickup is set up on your phone, press the Feature button followed by the predetermined number set up for Call Pickup to transfer a ringing call within your pickup group to your phone. The call is connected.

2. If Auto Pickup is not set up, press the Line button or lift the handset to connect the call.

Answer a Call Using Group Pickup and a Group Pickup Number

(Cisco Unified IP Phone 6911 only)

1. If Auto Group Pickup is set up on your phone, press the Feature button followed by the predetermined number set up for Call Pickup to answer a call on a phone outside your pickup group.

2. Enter the group pickup number to connect the call.

3. If Auto Group Pickup is not set up, press the Line button or lift the handset to connect the call.

Call Waiting

Call Waiting provides cues to notify you that a new call is ringing on your phone when you are talking on another call, including:

A call waiting tone (single beep)

An amber flashing Line button

Respond to a Call Waiting Notification

To answer the ringing call, press the flashing amber Line button. Your phone puts the original call on hold automatically and connects the ringing call.

Codes

Codes allow you to place a call using a billing or tracking code. Your phone supports two types of codes (provided by your administrator):

Client Matter Codes (CMC) require you to enter a code to specify that the call relates to a specific client matter. Your administrator can assign client matter codes to customers, students, or other populations for call accounting and billing purposes.

Forced Authorization Codes (FAC) allow you to manage call access and accounting. The Forced Authorization Codes feature requires that the user enter a valid authorization code before the call connects.

Place a Call Using a Client Matter Code

1. Dial a number.

2. After the tone, enter a client matter code (CMC).

Place a Call Using a Forced Authorization Code

1. Dial a number.

2. After the tone, enter a forced authorization code (FAC).

Conference

Conference allows you to talk simultaneously with multiple parties. When you are talking on a call, use Conference to dial another party and add them to the call. You can remove individual participants from the conference if your phone supports the feature.

You can set up a conference by using the:

Hookflash feature on the Cisco Unified IP Phone 6901.

Conference button on the Cisco Unified IP Phone 6911.

The conference ends when all the participants hang up.

Set up a Conference Using Hookflash

(Cisco Unified IP Phone 6901 only)

1. Verify that you are on an active call (not on hold).

2. Press and release the hookswitch to get a dial tone.

3. Dial the party's number.

4. Wait for the recipient to answer (or skip to Step 5 while the call is ringing).

5. Press and release the hookswitch again.

The conference begins.


Note You can only include three participants in a conference. Use the hookflash feature to drop a participant from a conference.


Drop a Party from a Conference Using Hookflash

(Cisco Unified IP Phone 6901 only)

1. Verify that you are in a conference.

2. Press and release the hookswitch.

The party who joined last is dropped from the conference.


Note Only the conference host can drop a party from a conference.


Set Up a Conference

(Cisco Unified IP Phone 6911 only)

1. Verify that you are on an active call (not on hold).

2. Press the Conference button .

3. Enter the phone number for the party you want to add to the conference.

4. Wait for the party to answer (or skip to Step 5 while the call is ringing).

5. Press the Conference button again.

The conference begins.

Repeat these steps to add more parties, if desired.

Hookflash

Hookflash allows you to activate features on your phone by quickly pressing and releasing the hookswitch button on the phone cradle rest.

Use Hookflash to Activate Features

(Cisco Unified IP Phone 6901 only)

You can use hookflash to:

Answer a call

Transfer between two calls (when one call is incoming only)

Initiate a conference call

Remove a conference participant

Hold

Hold allows you to put an active call into a held state.

Hold and Resume a Call

1. To put a call on hold, press the Hold button .

The Line button flashes green. The party that is put on hold hears the preset music.

2. To resume the call, press the flashing green Line button, press the Speaker button (Cisco Unified IP Phone 6911 only), or go off hook, if the handset is in the cradle.

Meet Me

Meet Me allows you to call a predetermined number at a scheduled time to host or join a conference.

The conference begins when the host connects. Participants who join the conference before the host has joined hear a busy tone and must dial again.

The conference ends when all participants hang up; the conference does not automatically end when the host disconnects.

Host a Meet Me Conference

(Cisco Unified IP Phone 6911 only)

1. Press the Feature button followed by the predetermined Meet Me number (set up by your system administrator).

You are connected to the conference.

Join a Meet Me Conference

1. Go off-hook and dial the Meet Me conference number (provided by the conference host).

2. Enter the conference code provided by the Meet Me host.

You are connected to the conference.

Monitoring and Recording

The Monitoring and Recording feature allows you to monitor and record calls. Your system administrator enables this feature, which can be set up for automatic recording of all calls or recording of calls on a per-call basis.

Users might receive audible alerts during call monitoring and recording. By default, the person who monitors the call and records it (if also configured) does not receive an audible alert.

Mute

(Cisco Unified IP Phone 6911 only)

Mute allows you to block audio input for your handset and speakerphone, so that you can hear other parties on the call but they cannot hear you.

Mute Your Phone

(Cisco Unified IP Phone 6911 only)

1. Press the Mute button to turn Mute on.

2. Press the Mute button again to turn Mute off.

Plus Dialing

Plus Dialing allows you to press and hold the "*" key for at least 1 second to add a plus "+" sign as the first digit in a phone number for international dialing. It applies only for off-hook dialing.

After the + sign has been added to phone numbers, users can go into directories, such as received calls and call history, and select and dial one of these entries with the + sign without having to add digits for international calls.

Dialing an International Number

1. Press and hold the "*" key for at least 1 second. The + sign is entered as the first digit in the phone number. (The corresponding tone stops to indicate that the * has changed to a + sign.)

2. Dial the international number.

Redial

Redial allows you to call the most recently dialed phone number by pressing the Redial button.

Redial a Number

To redial a number:

On Cisco Unified IP Phone 6901, go off-hook and press the Redial button.

On Cisco Unified IP Phone 6911, press the Redial button . You can be off-hook or on-hook when you press this button.

Shared Lines

Shared lines allow you to use one phone number for multiple phones.

You may have a shared line if you have multiple phones and want one phone number, share call-handling tasks with co-workers, or handle calls on behalf of a manager.

For example, if you share a line with a coworker:

When a call comes in on the shared line:

Your phone rings and the Line button flashes amber.

Your coworker's phone rings and the Line button flashes amber.

If you answer the call:

Your Line button turns green.

Your coworker's Line button turns red.

When button is red, and if auto barge is enabled, you can auto barge a call by going off hook or make a new call, if auto barge is disabled.

If you put the call on hold:

Your Line button flashes green

Your coworker's Line button flashes red.

When the Line button flashes red, your coworker can pick up the call.

Related Topics

Answer a Call Using Pickup

Answer a Call Using Group Pickup and a Group Pickup Number

Speed Dial

(Cisco Unified IP Phone 6911 only)

Speed-dial features allow you to place a call by pressing a button and by entering a pre-configured code. Before you can use speed-dial features on your phone, you must set up speed-dial on your User Options Web pages.

Depending on setup, your phone can support this speed-dial feature:

Feature Button—Allows you to quickly dial a phone number if the this button and a code is set up for speed dialing.

Place a Call with a Speed-Dial Button

(Cisco Unified IP Phone 6911 only)

(Before you can use speed-dial buttons on your phone, you must set up speed dial on your User Options Web pages.)

To place a call, press the Feature button enabled for speed dial.

Transfer

Transfer allows you to redirect a connected call from your phone to another number.

You can redirect a single call to another number that you specify. Transfer is accomplished differently depending on the phone model you have:

Hookflash is used to transfer calls from the Cisco Unified IP Phone 6901.

The Transfer button is used to transfer calls from the Cisco Unified IP Phone 6911.

You can connect two calls to each other (without remaining on the line yourself).

Transfer a Call to Another Number Using the Hookflash

(Cisco Unified IP Phone 6901 only)

1. Verify that you are on an active call (not on hold).

2. Press and release the hookswitch to get a dial tone.

3. Enter the transfer recipient's phone number.

4. Wait for the recipient to answer (or, skip to Step 5 while the call is ringing).

5. Hang up to complete the transfer.

Transfer a Call to Another Number Using the Transfer Button

(Cisco Unified IP Phone 6911 only)

1. Verify that you are on an active call (not on hold).

2. Press the Transfer button .

3. Enter the transfer recipient's phone number (or press a speed dial button).

4. Wait for the recipient to answer (or, skip to Step 5 while the call is ringing).

5. Press the Transfer button again or hang up to complete the transfer.

Swap Between Calls Before Completing a Transfer

(Cisco Unified IP Phone 6911 only)

After you connect to the transfer recipient—but before you transfer a call to this party—you can press the Line button to toggle between the two calls. This allows you to consult privately with the party on each call before you complete the transfer.

Web Dialer

(Cisco Unified IP Phone 6911 only)

Web Dialer allows you to click-to-dial contacts from the Cisco Unified CM Directory. Your system administrator sets up this feature for you.

Use Web Dialer with Cisco Directory

(Cisco Unified IP Phone 6911 only)

1. Sign in to your User Options web pages.

2. Select User Options > Directory and search for a co-worker.

3. Select the number that you want to dial.

4. If this is your first time using Web Dialer, review the preferences on the Make Call page.

5. Select Dial.

The call is now placed on your phone.

6. To end a call, select Hang up or hang up from your phone.

Set Up, View, or Change Web Dialer Preferences

(Cisco Unified IP Phone 6911 only)

1. Initiate a call using Web Dialer to access the Make Call page.

The Make Call page displays the first time that you use WebDialer (after you select the number that you want to dial).

2. Select one of the following options from the Make Call page:

Preferred language—Determines the language used for Web Dialer settings and prompts.

Use preferred device—Identifies the Cisco Unified IP Phone (Calling device) and directory number (Calling line) that you will use to place Web Dialer calls. If you have one phone with a single line, the appropriate phone and line are automatically selected. Otherwise, choose a phone and/or line. If you have more than one phone of the same type, it will be specified by device type and MAC address.

Do not display call confirmation—If selected, the Web Dialer Make Call page will not display the next time Web Dialer is used. Calls will automatically be dialed after clicking on a contact from the Cisco Directory.

Disable Auto Close—If selected, the call window does not close automatically after fifteen seconds.

Sign Out of Web Dialer

(Cisco Unified IP Phone 6911 only)

Select the Sign Out icon in the Make Call or Hang Up page.