Cisco Unified IP Phone 6901 and 6911 User Guide for Cisco Unified Communications Manager 9.0 (SCCP and SIP)
Calling Features
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Calling Features

Contents

Calling Features

Agent Greeting

Agent Greeting allows you to create and update a prerecorded greeting that plays at the beginning of a call, such as a customer call, before you begin the conversation with the caller. You can prerecord a single greeting or multiple greetings as needed.

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

For more information, contact 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 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

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

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

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

Forward Calls Using User Options Web Pages

(Cisco Unified IP Phone 6901 only)
Procedure
    Step 1   Sign in to your User Options web pages.
    Step 2   Go to Device > Line Settings.
    Step 3   Enter the phone number you want to forward calls to.
    Step 4   Click Save.

    Forward Calls Using Feature Button

    (Cisco Unified IP Phone 6911 only)

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

      This procedure applies to the Cisco Unified IP Phone 6911 only.

      Call Pickup allows you to answer a call 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 two ways you can pick up a call:
      • Pickup—Allows you to answer a call ringing on another phone within your call pickup group. If multiple calls are available for pickup, your phone picks up the oldest ringing call first.
      • Group Pickup—Allows you to answer a call on a phone outside your call pickup group by:
        • Using a group pickup number provided by your system administrator.
        • Dialing the number of the ringing phone 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 for your call handling needs and work environment.

      Answer Call Using Pickup

      This procedure applies to the Cisco Unified IP Phone 6911 only.

      Procedure
        Step 1   If Auto Pickup is set up on your phone, press Feature 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.
        Step 2   If Auto Pickup is not set up, press Line or lift the handset to connect the call.

        Answer Call Using Group Pickup

        This procedure applies to the Cisco Unified IP Phone 6911 only.

        Procedure
          Step 1   If Auto Group Pickup is set up on your phone, press Feature followed by the predetermined number set up for Call Pickup to answer a call on a phone outside your pickup group.
          Step 2   Enter the group pickup number to connect the call.
          Step 3   If Auto Group Pickup is not set up, press Line 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

          Answer Call Waiting

          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 Code (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 Code (FAC) allow you to manage call access and accounting. Your administrator can require that you enter a valid authorization code before the call connects.

          Place Call Using Client Matter Code

          Procedure
            Step 1   Dial a number.
            Step 2   After the tone, enter a CMC.

            Place Call Using Forced Authorization Code

            Procedure
              Step 1   Dial a number.
              Step 2   After the tone, enter an 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 Conference Using Hookflash

              This procedure applies to the Cisco Unified IP Phone 6901 only.

              Procedure
                Step 1   Verify that you are on an active call (not on hold).
                Step 2   Press and release the hookswitch to get a dial tone.
                Step 3   Dial the desired phone number.
                Step 4   Wait for the recipient to answer or skip to Step 5 while the call is ringing.
                Step 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 Conference Party Using Hookflash

                This procedure applies to the Cisco Unified IP Phone 6901 only.

                Procedure
                  Step 1   Verify that you are in a conference.
                  Step 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 Conference

                  This procedure applies to the Cisco Unified IP Phone 6911 only.

                  Procedure
                    Step 1   Verify that you are on an active call (not on hold).
                    Step 2   Press Conference .
                    Step 3   Enter the phone number for the party you want to add to the conference.
                    Step 4   Wait for the party to answer or skip to Step 5 while the call is ringing.
                    Step 5   Press Conference again. The conference begins.
                    Step 6   (Optional)Repeat these steps to add more parties.

                    Hookflash

                    This procedure applies to the Cisco Unified IP Phone 6901 only.

                    Hookflash allows you to access the features in the list that follows. To use hookflash, quickly press and release the hookswitch button on the phone cradle rest.

                    You access the following features using hookflash:

                    • 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 Call

                    Procedure
                      Step 1   To put a call on hold, press Hold .

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

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

                      Meet Me Conference

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

                      The Meet Me conference begins when the host connects. Participants who call 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 Meet Me Conference

                      This procedure applies to the Cisco Unified IP Phone 6911 only.

                      Procedure
                      Press Feature followed by the predetermined Meet Me number set up by your system administrator.

                      You are connected to the conference.


                      Join Meet Me Conference

                      Procedure
                        Step 1   Dial the Meet Me phone number provided by the conference host.
                        Step 2   If you hear a busy tone, the host has not yet joined the conference. In this case, hang up and try your call again.

                        Monitoring and Recording

                        Monitoring and Recording 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.

                        Multilevel Precedence and Preemption

                        This procedure applies to the Cisco Unified IP Phone (SCCP) only.

                        In some environments, such as military or government offices, you may need to make and receive urgent or critical calls. If you have the need for this specialized call handling, your system administrator can add Multilevel Precedence and Preemption (MLPP) to your phone.

                        Keep these terms in mind:

                        • Precedence indicates the priority associated with a call.
                        • Preemption is the process of ending an existing, lower priority call while accepting a higher priority call that is sent to your phone.

                        If you want to choose a priority (precedence) level for an outgoing call, contact your system administrator for a list of corresponding precedence numbers for calls.

                        If you want to make a priority call, enter the MLPP access number provided by your system administrator, followed by the phone number.

                        If you hear a special ring (faster than usual) or special call waiting tone, you are receiving a priority call.

                        If you want to accept a higher priority call, answer the call as usual. If necessary, end an active call first.

                        If you hear a continuous tone interrupting your call, you or the other party are receiving a call that must preempt the current call. Hang up immediately to allow the higher priority call to ring through.

                        When you make or receive an MLPP-enabled call, you hear special ringtones and call waiting tones that differ from the standard tones.

                        If you enter an invalid MLPP access number, a verbal announcement alerts you to the error.

                        An MLPP-enabled call retains its priority and preemptive status when you:

                        • Put the call on hold
                        • Transfer the call
                        • Add the call to a three-way conference
                        • Answer the call using PickUp

                        Mute

                        This procedure applies to the 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 Phone

                        This procedure applies to the Cisco Unified IP Phone 6911 only.

                        Procedure
                          Step 1   Press Mute to turn Mute on.
                          Step 2   Press Mute again to turn Mute off.

                          Plus Dialing

                          Plus Dialing allows you to press and hold the star (*) 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.

                          When you press and hold the * key for at least 1 second, a tone plays. The corresponding tone stops after one second.

                          Dial International Number

                          Procedure
                            Step 1   Press and hold star (*) for at least 1 second. The plus (+) sign displays as the first digit in the phone number. The corresponding tone stops to indicate that the * has changed to a + sign.
                            Step 2   Dial the international number.

                            Redial

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

                            Redial Number

                            To redial a number:

                            • On Cisco Unified IP Phone 6901, go off hook and press Redial.
                            • On Cisco Unified IP Phone 6911, press Redial . 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 coworkers, 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 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.

                            Speed Dial

                            This procedure applies to the Cisco Unified IP Phone 6911 only.

                            Speed Dial allows you to press a button and enter a preconfigured code to place a call. Before you can use Speed Dial on your phone, you must set up Speed Dial on your User Options Web pages.

                            Depending on the setup, your phone can support this Speed Dial feature:

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

                            Place Call with Speed Dial

                            This procedure applies to the Cisco Unified IP Phone 6911 only.
                            Before You BeginBefore you can use speed dial buttons on your phone, you must set up speed dial on your User Options web pages.
                            Procedure
                            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.

                            Transfer Call Using Hookflash

                            This procedure applies to the Cisco Unified IP Phone 6901 only.

                            Procedure
                              Step 1   Verify that you are on an active call (not on hold).
                              Step 2   Press and release the hookswitch to get a dial tone.
                              Step 3   Enter the phone number of the transfer recipient.
                              Step 4   Wait for the recipient to answer or skip to Step 5 while the call is ringing.
                              Step 5   Hang up to complete the transfer.

                              Transfer Call Using Transfer Button

                              This procedure applies to the Cisco Unified IP Phone 6911 only.

                              Procedure
                                Step 1   Verify that you are on an active call (not on hold).
                                Step 2   Press Transfer .
                                Step 3   Enter the phone number of the transfer recipient or press a speed dial button.
                                Step 4   Wait for the recipient to answer or skip to Step 5 while the call is ringing.
                                Step 5   Press Transfer again or hang up to complete the transfer.

                                Toggle Calls Before Completing 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.

                                WebDialer

                                This procedure applies to the Cisco Unified IP Phone 6911 only.

                                WebDialer allows you to call contacts from the Cisco Unified CM Directory. Your system administrator sets up this feature for you.

                                Call Cisco Directory Contact Using WebDialer

                                This procedure applies to the Cisco Unified IP Phone 6911 only.

                                Procedure
                                  Step 1   Sign in to your User Options web pages.
                                  Step 2   Select User Options > Directory and search for a coworker.
                                  Step 3   Select the number that you want to dial.
                                  Step 4   If this is your first time using WebDialer, review the preferences on the Make Call page.
                                  Step 5   Select Dial.

                                  The call is now placed on your phone.

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

                                  Manage WebDialer Preferences

                                  This procedure applies to the Cisco Unified IP Phone 6911 only.

                                  Procedure
                                    Step 1   Initiate a call using WebDialer 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.

                                    Step 2   Select one of the following options from the Make Call page:
                                    • Preferred language—Determines the language used for WebDialer 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 WebDialer 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 WebDialer 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 WebDialer

                                    This procedure applies to the Cisco Unified IP Phone 6911 only.

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