Cisco Unified IP Phone 7906G and 7911G User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP)
Advanced Call Handling
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Advanced Call Handling

Table Of Contents

Advanced Call Handling

Speed Dialing

Picking Up a Redirected Call on Your Phone

Storing and Retrieving Parked Calls

Logging Out of Hunt Groups

Using a Shared Line

Understanding Shared Lines

Using Barge to Add Yourself to a Shared-Line Call

Understanding Barge Features

Using Barge Features

Preventing Others from Viewing or Barging a Shared-Line Call

Making and Receiving Secure Calls

Tracing Suspicious Calls

Prioritizing Critical Calls

Using Cisco Extension Mobility

Managing Business Calls Using a Single Phone Number


Advanced Call Handling


Advanced call-handling tasks involve special features that your system administrator might configure for your phone depending on your call-handling needs and work environment.

Speed Dialing

Speed dialing allows you to enter an index number or select a phone screen item to place a call. Depending on configuration, your phone can support several speed-dial features:

Speed Dials

Abbreviated Dialing

Fast Dials


NoteTo set up speed-dial numbers and Abbreviated Dial, you must be able to access your User Options web pages. See Using the Cisco Unified CM User Options Web Pages, page 1.

To set up Fast Dials, you must access to the Personal Directory feature. See Using Personal Directory on Your Phone.

Alternately, your system administrator can configure speed-dial features for you.

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Use speed-dial buttons

1. Set up speed-dial buttons. See Setting Up Speed Dials on the Web, page 5.

2. To place a call, press (a speed-dial button).

Use Abbreviated Dialing (On-hook)

1. Set up Abbreviated Dialing codes. See "Setting Up Speed Dials on the Web" section on page 5.

2. To place a call, enter the Abbreviated Dialing code and press AbbrDial.

Use Abbreviated Dialing (Off-hook)

1. Pick up the handset.

2. Press the AbbrDial softkey and enter the abbreviated dial code using the keypad.

3. Press the AbbrDial softkey again.

To use Off-hook Abbreviated Dialing to conference a call:

1. Press the Confrn softkey. The user will hear dialtone.

2. Follow steps 2 and 3 above.

3. Press the Confrn softkey again.

To use Off-hook Abbreviated Dialing to transfer a call:

1. Press the Transfer softkey. The user will hear dialtone.

2. Follow steps 2 and 3 above.

3. Press the Transfer softkey again.

To use Off-hook Abbreviated Dialing while a call is on hold:

1. Press the NewCall softkey.

2. Follow steps 2 and 3 above.

Use Fast Dial

1. Create a Personal Address Book entry and assign a Fast Dials code. See Using Personal Directory on the Web, page 2.

2. To place a call, access the Fast Dial service on your phone. See Using Personal Directory on Your Phone.


Picking Up a Redirected Call on Your Phone

Call PickUp allows you to answer a call that is ringing on a co-worker's phone by redirecting the call to your phone. You might use Call PickUp if you share call-handling tasks with coworkers.

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Answer a call that is ringing on another extension within your call pickup group

1. Press the PickUp softkey. You might have to go off-hook to display the softkey.

If your phone supports auto-pickup, you are now connected to the call.

2. If the call rings, press Answer to connect to the call.

Answer a call that is ringing on another extension outside of your call pickup group

1. Press the GPickUp softkey. You might have to go off-hook to display the softkey.

2. Enter the group pickup number.

If your phone supports auto-pickup, you are now connected to the call.

3. If the call rings, press Answer to connect to the call.

Answer a call that is ringing on another extension in your group or in an associated group

1. Press the OPickUp softkey. You might have to go off-hook to display the softkey.

If your phone supports auto-pickup, you are now connected to the call.

2. If the call rings, press Answer to connect to the call.

Answer a call that is ringing on a particular extension (line number)

1. Press the GPickUp softkey. You might have to go off-hook to display the softkey.

2. Enter the line number with the call that you want to pick up. For example, if the call that you want to pick up is ringing on line 12345, enter 12345.

If your phone supports auto-pickup, you are now connected to the call.

3. If the call rings, press Answer to connect to the call.


Tips

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

If you press GPickUp and enter a line number, your phone picks up the ringing call on that particular line (if available).

Depending on how your phone is configured, you might receive an audio or visual alert about a call to your pickup group.

Storing and Retrieving Parked Calls

You can park a call when you want to store the call so that you or someone else can retrieve it from another phone in the Cisco Unified Communications Manager (Unified CM) system (for example, a phone at a co-worker's desk or in a conference room).

You can park a call by using these methods:

Call Park—Use the Park softkey to store the call. Your phone displays the call park number where the system stored your call. You must record this number and then use the same number to retrieve the call.

Directed Call Park—Use the Transfer softkey to direct the call to an available directed call park number that you dial or speed dial. To retrieve the call from a directed call park number, you must dial the park retrieval prefix and then dial or speed dial the same directed call park number.

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Store an active call using Call Park

1. During a call, press Park. You may need to press the more softkey to see Park.

2. Record the call park number displayed on your phone screen.

3. Hang up.

Retrieve a parked call

Enter the call park number from any Cisco Unified IP Phone in your network to connect to the call.

Direct and store an active call at a directed call park number

1. During a call, press Transfer.

2. Select a speed-dial number assigned to a directed call park number or dial the number.

3. Press Transfer again to finish storing the number.

Retrieve a parked call from a directed call park number

From any Cisco Unified IP Phone in your network, enter the park retrieval prefix and dial the directed call park number, or after entering the park retrieval prefix, select the speed-dial for the directed call park number to connect to the call.


Tip

You have a limited time to retrieve a parked call before it reverts to ringing at the original number. See your system administrator for details.

Logging Out of Hunt Groups

If your organization receives a large number of incoming calls, you might be a member of a hunt group. A hunt group includes a series of directory numbers that share the incoming call load. When the first directory number in the hunt group is busy, the system hunts for the next available directory number in the group and directs the call to that phone.

When you are away from your phone, you can prevent hunt group calls from ringing your phone by logging out of hunt groups.

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Log out of hunt groups to temporarily block hunt group calls

Press HLog. Your phone screen displays, "Logged out of Hunt Group."

Log in to receive hunt group calls

Press HLog.


Tip

Logging out of hunt groups does not prevent non-hunt group calls from ringing your phone.

Using a Shared Line

Your system administrator might ask you to use a shared line if you:

Have multiple phones and want one phone number

Share call-handling tasks with coworkers

Handle calls on behalf of a manager

Understanding Shared Lines

Remote-in-Use Icon

The remote-in-use icon appears when another phone that shares your line has a connected call. You can place and receive calls as usual on the shared line, even when the remote-in-use icon appears.

Sharing Call Information and Barging

Phones that share a line each display information about calls that are placed and received on the shared line. This information might include caller ID and call duration. See Privacy for exceptions.

When call information is visible in this way, you and coworkers who share a line can add yourselves to calls using either Barge or cBarge. See Using Barge to Add Yourself to a Shared-Line Call.

Privacy

If you do not want coworkers who share your line to see information about your calls, enable the Privacy feature. Doing so also prevents coworkers from barging your calls. See Preventing Others from Viewing or Barging a Shared-Line Call.


Note The maximum number of calls that a shared line supports can vary by phone.


Using Barge to Add Yourself to a Shared-Line Call

You can use barge features (cBarge and Barge) to add yourself to calls on your shared line. (Calls must be non-private calls. See Using a Shared Line.)

Understanding Barge Features

cBarge and Barge

Depending on how your phone is configured, you can add yourself to a call on a shared line using either cBarge or Barge:

cBarge converts the call into a standard conference, allowing you to add new participants. See Making Conference Calls, page 11 for information about standard conferences.

Barge allows you to add yourself to the call but does not convert the call into a conference or allow you to add new participants.

Using Barge Features

The table below describes how to use barge features (cBarge or Barge) to add yourself to a call on a shared line.

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See if the shared line is in use

Look for the remote-in-use icon .

Add yourself to a call on a shared line

1. Highlight a remote-in-use call.

2. Press Barge. You may need to press the more softkey to display Barge.

Other parties hear a beep tone announcing your presence.

View conference participants (if you used cBarge)

See Viewing or Removing Conference Participants, page 14.


Tips

When you barge a call, other parties might hear a beep tone announcing your presence. With cBarge, other parties hear a brief audio interruption and the phone screen changes to display conference details.

When you leave a call that you have barged, other parties hear a beep-beep tone.

If a phone that is using the shared line has Privacy enabled, call information and barge softkeys will not appear on the other phones that share the line.

If a phone that is using the shared line has Privacy disabled and it is configured with Private Line Automated Ringdown (PLAR), the barge and cBarge features will still be available.

You will be disconnected from a call that you have joined using Barge if the call is put on hold, transferred, or turned into a conference call.

Preventing Others from Viewing or Barging a Shared-Line Call

If you share a phone line, you can use the Privacy feature to prevent others who share the line from viewing or barging (adding themselves to) your calls.

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Prevent others from viewing or barging calls on a shared line

1. Press more > Private.

2. To verify that Privacy is on, look for the Privacy-enabled icon next to "Private" on the phone screen.

Allow others to view or barge calls on a shared line

1. Press more > Private.

2. To verify that Privacy is off, look for the Privacy-disabled icon next to "Private" on the phone screen.


Tip

If the phone that shares your line has Privacy enabled, you can make and receive calls using the shared line as usual.

Making and Receiving Secure Calls

Depending on how your system administrator has configured your phone system, your phone might support making and receiving secure calls.

Your phone can support these types of calls:

Authenticated call—The identities of the phones participating in the call have been verified.

Encrypted call—The phone is receiving and transmitting encrypted audio (your conversation) within the Unified CM network. Encrypted calls are authenticated.

Protected call—The phone is a secure (encrypted and trusted) device on the Unified CM server and is configured as a "Protected Device" in Unified CM Administration.

If "Play Secure Indication Tone" is enabled (True) in Unified CM Administration, the protected phone plays a secure or nonsecure indication tone at the beginning of the call:

When end-to-end secure media is established through the Secure Real-Time Transfer Protocol (SRTP) and the call status is secure, the phone plays the secure indication tone (three long beeps with brief pauses).

When end-to-end nonsecure media is established through the Real-Time Protocol (RTP) and the call status is nonsecure, the phone plays the nonsecure indication tone (six short beeps with brief pauses).

If the Play Secure Indication Tone option is disabled (False), no tone is played.

Nonprotected call—The phone does not have a "Protected Device" status in Unified CM. No secure or nonsecure indication tone is played.

Nonsecure call—The phone is not protected on the Unified CM server and the call status is nonsecure.

For more information, see your system administrator.

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Check the security level of a call or conference

Look for a security icon in the top right corner of the call activity area, next to the call duration timer:

Authenticated call or conference

Encrypted call or conference

Non-secure call or conference

Verify that the phone connection (call status) is secure

Listen for a secure indication tone at the beginning of the call:

Secure call status—If the phone is protected, the "Play Secure Indication Tone" is enabled, and the call status is secure, a secure indication tone plays on the protected phone at the beginning of a call (three long beeps with pauses). The lock icon is also present to indicate that the call is secure.

Nonsecure call status—If the phone is protected, the "Play Secure Indication Tone" is enabled, and the call status is nonsecure, a nonsecure indication tone plays on the protected phone at the beginning of a call (six short beeps with brief pauses). The play arrow icon is also present to indicate that the call is not secure.

For more information, see your system administrator.

Determine if secure calls can be made in your company

See your system administrator.



Note There are interactions, restrictions, and limitations that affect how security features work on your phone. For more information, ask your system administrator.



Note A device engaged in a call is either trusted or untrusted as determined by Cisco. Lock or shield icons are not displayed on a Cisco Unified IP Phone screen when a call is to or from an untrusted device, even though the call might be secure.


Tracing Suspicious Calls

If you are receiving suspicious or malicious calls, your system administrator can add the Malicious Call Identification (MCID) feature to your phone. This feature enables you to identify an active call as suspicious, which initiates a series of automated tracking and notification messages.

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Notify your system administrator about a suspicious or harassing call

Press MCID.

Your phone plays a tone and displays the message, "MCID successful."


Prioritizing Critical Calls

(SCCP phones only)

In some specialized environments, such as military or government offices, you might 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.

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Want to choose a priority (precedence) level for an outgoing call

Contact your system administrator for a list of corresponding precedence numbers for calls.

Want to make a priority (precedence) call

Enter the MLPP access number (provided by your system administrator) followed by the phone number.

Hear a special ring (faster than usual) or special call waiting tone

You are receiving a priority (precedence) call. An MLPP icon on your phone screen indicates the priority level of the call.

Want to view priority level of a call

Look for an MLPP icon on your phone screen:

Priority call

 

Medium priority (immediate) call

 

High priority (flash) call

 

Highest priority (flash override) or Executive Override call

 

Higher priority calls are displayed at the top of your call list. If you do not see an MLPP icon, the priority level of the call is normal (routine).

Want to accept a higher-priority call

Answer the call as usual. If necessary, end an active call first.

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.


Tips

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

If you enter an invalid MLPP access number, a verbal announcement will alert you of 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

MLPP overrides the Do Not Disturb (DND) feature.

Using Cisco Extension Mobility

Cisco Extension Mobility (EM) allows you to temporarily configure a Cisco Unified IP Phone as your own. Once you log in to EM, the phone adopts your user profile, including your phone lines, features, established services, and web-based settings. Your system administrator must configure EM for you.

The Cisco Extension Mobility ChangePIN feature allows you to change your PIN from your Cisco Unified IP Phone.

If you want to...
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Log in to EM

1. Press and choose Services > EM Service (name can vary).

2. Enter your user ID and PIN (provided by your system administrator).

3. If prompted, select a device profile.

Log out of EM

1. Press and choose Services > EM Service (name can vary).

2. When prompted to log out, press Yes.

Change your PIN using the Change Credentials service

1. Press and choose Services > Change Credentials.

2. Enter your User ID in the User ID field.

3. Enter your PIN in the Current PIN field.

4. Enter your new PIN in the New PIN field.

5. Enter your new PIN again in the Confirm PIN field.

6. Press Change.

You will see a PIN Change Successful message.

7. Press Exit.

Change your PIN using the ChangePIN softkey

1. Press and choose Services > EM Service (name can vary).

2. Press ChangePIN.

3. Enter your PIN in the Current PIN field.

4. Enter your new PIN in the New PIN field.

5. Enter your new PIN again in the Confirm PIN field.

6. Press Change.

You see the PIN Change Successful message.

7. Press Exit.


Tips

EM automatically logs you out after a certain amount of time. Your system administrator establishes this time limit.

Changes that you make to your EM profile from your Unified CM User Options web pages take effect immediately if you are logged in to EM on the phone; otherwise, changes take effect the next time you log in.

Changes that you make to the phone from your User Options web pages take effect immediately if you are logged out of EM; otherwise, changes take effect after you log out.

Local settings controlled by the phone are not maintained in your EM profile.

Managing Business Calls Using a Single Phone Number

Intelligent Session Control associates your mobile phone number with your business IP phone number. When you receive a call to your remote destination (mobile phone), your desk phone does not ring; only your remote destination rings. When an incoming call is answered on the mobile phone, the desk phone displays a Remote in Use message.

During a call you can also use any of your mobile phone features. For example, if you receive a call on your mobile number, you can answer the call from either your desk phone or you can hand off the call from your mobile phone to your desk phone.

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Transfer your incoming mobile active call to desk phone

Use the various features of your mobile phone (for example, *74). Contact your system administrator for a list of access codes.


With Mobile Connect and Mobile Voice Access installed, you can use your mobile phone to handle calls associated with your desktop phone number.

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Configure Mobile Connect

Use the User Options web pages to set up remote destinations and create access lists to allow or block calls from specific phone numbers from being passed to the remote destinations. See Setting Up Phones and Access Lists for Mobile Connect, page 9.

Answer a call using your mobile phone

See Answering a Call, page 4.

Switch an in-progress call between your desk phone and mobile phone

See Switching an In-Progress Call to Another Phone, page 6.

Put a call that has been picked up on your mobile phone on hold

1. Press the Enterprise Hold (name may vary) softkey.

The other party is placed on hold.

2. On your mobile phone, press the Resume (name may vary) softkey. See Switching an In-Progress Call to Another Phone, page 6.

Initiate a conference call on a call that has been picked up on a mobile phone

1. Press the Enterprise Conference (name may vary) softkey your mobile phone.

2. Dial your enterprise access code for conferencing to initiate a new call. The other party is placed on hold.

3. Press the Enterprise Conference softkey to complete the conference set-up and include both callers in the conference.

Connect to Mobile Voice Access

1. From any phone, dial your assigned Mobile Voice Access number.

2. Enter the number you are calling from, if prompted, and your PIN.

Turn on Mobile Connect from your mobile phone

1. Dial your assigned Mobile Voice access number.

2. Enter your mobile phone number (if requested) and PIN.

3. Press 2 to enable Mobile Connect.

4. Choose whether to turn Mobile Connect on for all configured phones or just one:

All phones—Enter 2.

One phone—Enter 1 and enter the number you want to add as a remote destination, followed by #.

Make a call from your mobile phone

See Placing a Call—Additional Options, page 2.

Turn off Mobile Connect from your mobile phone

1. Dial your assigned Mobile Voice access number.

2. Enter your mobile phone number (if requested) and PIN.

3. Press 3 to disable Mobile Connect.

4. Choose whether to turn Mobile Connect off for all configured phones or just one:

All phones—Enter 2.

One phone—Enter 1 and enter the number you want to remove as a remote destination, followed by #.

Turn on or off Mobile Connect access to all your remote destinations from your desk phone

1. Press Mobility to display the current remote destination status (Enabled or Disabled).

2. Press Select to change the status.

3. Press Exit.


Tips

When calling Mobile Voice Access, you must enter the number you are calling and your PIN if any of the following are true:

The number you are calling from is not one of your remote destinations.

The number is blocked by you or your carrier (shown as "Unknown Number").

The number is not accurately matched in the Unified CM database; for example, if your number is 510-666-9999, but it is listed as 666-9999 in the database, or your number is 408-999-6666, but it is entered as 1-408-999-6666 in the database.

If you incorrectly enter any requested information (such as mobile phone number or PIN) three times in a row, the Mobile Voice Access call disconnects, and you are locked out for a period of time. See your system administrator if you need assistance.