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

Table Of Contents

Basic Call Handling

Placing a Call—Basic Options

Placing a Call—Additional Options

Answering a Call

Ending a Call

Using Hold and Resume

Switching Between Multiple Calls

Switching an In-Progress Call to Another Phone

Viewing Multiple Calls

Transferring Calls

Sending a Call to a Voice Message System

Forwarding Calls to Another Number

Using Do Not Disturb

Making Conference Calls

Using Conference Features

Using Conference

Using Join

Using cBarge

Using Meet-Me

Viewing or Removing Conference Participants


Basic Call Handling


You can perform basic call-handling tasks using a range of features and services. Feature availability can vary; see your system administrator for more information.

Placing a Call—Basic Options

Here are some easy ways to place a call on your Cisco Unified IP Phone.

If you want to...
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For more information, see...

Place a call

Pick up the handset and dial the number.

An Overview of Your Phone.

Dial on-hook (with dial tone)

Press New Call and dial the number.

Redial a number

Press Redial.

Place a call when another call is active

1. Press .

2. Press New Call.

3. Enter a number.

Using Hold and Resume.

Dial from a call log

1. Press and select Directories > Missed Calls, Received Calls, or Placed Calls.

2. Scroll to the number and press Dial.

Using Call Logs, page 1.


Tips

You can dial on-hook without a dial tone (pre-dial). To pre-dial, enter a number, then go off-hook by lifting the handset and press Dial.

When you pre-dial, your phone tries to anticipate the number you are dialing by displaying matching numbers (if available) from your Placed Calls log. This is called Auto Dial. To call a number displayed with Auto Dial, scroll to it, press Dial, and go off-hook.

If you make a mistake while dialing, press << to erase digits.

If parties on a call hear a beep tone, the call might be monitored or recorded. Ask your system administrator for more information.

Your phone might be set up for international call logging, which is indicated by a "+" symbol on the call logs, redial, or call directory entries. See your system administrator for more information.

Placing a Call—Additional Options

You can place calls using special features and services that might be available on your phone. See your system administrator for more information about these additional options.

If you want to...
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For more information, see...

Dial from a corporate directory on your personal computer using Cisco WebDialer

1. Open a web browser and go to a WebDialer-enabled corporate directory.

2. Click the number that you want to dial.

Using Cisco WebDialer, page 11.

Use CallBack to receive notification when a busy or ringing extension is available

1. Press CallBack while listening to the busy tone or ring sound.

2. Hang up. Your phone alerts you when the line is free.

3. Place the call again.

Note When a call is being chaperoned, a call chaperon cannot use CallBack.

Your system administrator.

Make a priority (precedence) call (SCCP phones only)

Enter the Multilevel Precedence and Preemption (MLPP) access number, then enter a phone number.

Prioritizing Critical Calls, page 10.

Dial from a Personal Address Book (PAB) entry

1. Press and select Directories > Personal Directory to log in.

2. Choose Personal Address Book and search for a listing.

Using the Cisco Unified CM User Options Web Pages, page 1.

Using Personal Directory on Your Phone, page 5.

Place a call using a billing or tracking code

(SCCP phones only)

1. Dial a number.

2. After the tone, enter a client matter code (CMC) or a forced authorization code (FAC).

Your system administrator.

Place a call using your Cisco Extension Mobility profile

Log in to the Cisco Extension Mobility service on a phone.

Using Cisco Extension Mobility, page 11.

Make a call from a mobile phone using Mobile Voice Access

1. Obtain your Mobile Voice Access number and End user PIN from your system administrator.

2. Dial your assigned Mobile Voice access number.

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

4. Press 1 to make a call to an enterprise IP phone.

5. Dial a desktop phone number other than your desktop phone number.

Managing Business Calls Using a Single Phone Number, page 12.

Place a call using Fast Dial

Note Before using this option, your system administrator must configure this feature and assign a service URL to the line button. Contact your system administrator for more information.

1. Press the Fast Dial line button.

2. Scroll to or press the index number to find and select an entry.

The system dials the specified number.

Configuring Fast Dials on the Web, page 3 and Using Your Personal Address Book on the Web, page 2

Place a call using your PAB

Note Before using this option, your system administrator must configure this feature and assign a service URL to the line button. Contact your system administrator for more information.

1. Press the PAB line button.

2. Access the contact and select the number.

The system dials the specified number.

Configuring Fast Dials on the Web, page 3 and Using Your Personal Address Book on the Web, page 2


Answering a Call

You can answer a call by simply lifting the handset, or you can use other options if they are available on your phone.

If you want to...
Then...
For more information, see...

Switch from a connected call to answer a new call

Press Answer.

Using Hold and Resume.

Answer a call using call waiting

Press Answer.

Using Hold and Resume.

Send a call to a voice message system

Press iDivert.

Sending a Call to a Voice Message System.

Automatically connect incoming calls

Use AutoAnswer.

Using AutoAnswer, page 3.

Retrieve a parked call on another phone

Use Call Park or Directed Call Park.

Storing and Retrieving Parked Calls, page 4.

Use your phone to answer a call ringing elsewhere

Use Call Pickup.

Picking Up a Redirected Call on Your Phone, page 3.

Answer a priority call (SCCP phones only)

Hang up the current call and press Answer.

Prioritizing Critical Calls, page 10.

Answer a call on your mobile phone or other remote destination

Set up Mobile Connect and answer your phone.

When you enable Mobile Connect:

Your desktop and remote destinations receive calls simultaneously.

When you answer the call on your desktop phone, the remote destinations stop ringing, are disconnected, and display a missed call message.

When you answer the call on one remote destination, the other remote destinations stop ringing, are disconnected, and a missed call message is shown on the other remote destinations.

Managing Business Calls Using a Single Phone Number, page 12.


Tips

If parties on a call hear a beep tone, the call might be monitored or recorded. Ask your system administrator for more information.

If you work in a contact center or similar environment, you can create, update, and delete your own prerecorded greeting that plays automatically if Agent Greeting is configured for your phone. For more information, see your system administrator.

A Call Chaperone user cannot answer an incoming call while calls are being chaperoned.

Ending a Call

To end a call, simply hang up. Here are some more details.

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Hang up while using the handset

Return the handset to its cradle. Or press EndCall.

Hang up while monitoring a call (using the speaker)

Press EndCall.

Hang up one call, but preserve another call on the same line

Press EndCall. If necessary, remove the call from hold first.


Using Hold and Resume

You can hold and resume calls. When you put a call on hold, the Hold icon appears next to the call timer and in the line area. When using a shared line and another phone user puts the call on hold, the Remote Hold icon appears next to the call timer and in the line area. In both cases, the hold LED is solid red .

If the Hold Reversion feature is enabled for your phone, a call that you put on hold reverts back to ringing after a certain period of time. The "reverting" calls remains on hold until you resume it or until Hold Reversion times out.

Your phone indicates the presence of a reverting call by:

Alerting you at intervals with a single ring (or flash or beep, depending on your phone line setting).

Briefly displaying a "Hold Reversion" message in the status bar at the bottom of the phone screen.

Displaying the animated Hold Reversion icon next to the caller ID for the held call.

If you want to...
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Put a call on hold

1. Make sure that the call you want to put on hold is highlighted.

2. Press .

Remove a call from hold

1. Make sure the appropriate call is highlighted.

2. Press .


Tips

Engaging the Hold feature typically generates music (if Music on Hold is configured) or a beeping tone.

When a held call is highlighted, the Hold button becomes lit (red). When a call that is not held is highlighted, and there are other held calls on the line, the Hold button changes to blinking (red).

If you receive an alert for an incoming call and a reverting call at the same time, by default your phone shifts the focus of the phone screen to display the incoming call. Your system administrator can change this focus priority setting.

If you use a shared line, Hold Reversion rings only on the phone that put the call on hold, not on the other phones that share the line.

The duration between Hold Reversion alerts is determined by your system administrator.

When a call is chaperoned, the call chaperon cannot use Hold.

Switching Between Multiple Calls

You can switch between multiple calls on your phone.

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Then...

Switch between connected calls

1. Make sure the call that you want to switch to is highlighted.

2. Press . Any active call is placed on hold and the selected call resumes.

Switch from a connected call to answer a ringing call

Press Answer. Any active call is placed on hold.


Switching an In-Progress Call to Another Phone

You can switch in-progress calls between the desktop phone and your mobile phone or other remote destination.

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Switch an in-progress call on your desktop phone to a mobile phone

1. Press the Mobility softkey and select Send call to mobile.

2. Answer the in-progress call on your mobile phone.

Switch an in-progress call from a mobile phone to your desktop phone

1. Hang up the call on your mobile phone to disconnect the mobile phone, but not the call.

2. Press Answer softkey on your desk phone within 4 seconds and start talking on the desk phone.

Switch an in-progress call from a mobile phone to a desk phone sharing the same line (Session Handoff)

1. While on your mobile phone, press the access code for the Session Handoff feature (for example, *74). See your system administrator for a list of access codes.

2. Hang up the call on your mobile phone to disconnect the mobile phone, but not the call.

3. Press the Answer softkey on your desk phone within 10 seconds and start talking on the desk phone. The number of seconds to answer the call on your desk phone is set by your system administrator.

The other Cisco Unified devices that share the same line display a Remote in Use message. The number of seconds to resume the call depends on the configuration set by the system administrator.


Viewing Multiple Calls

Understanding how multiple calls display on your phone can help you organize your call-handling efforts.

Your phone displays calls as follows for the highlighted line:

Calls with the highest precedence and longest duration display at the top of the list.

Calls of a similar type are grouped together. For example, calls that you have interacted with are grouped near the top, and calls on hold are grouped last.

Transferring Calls

Transfer redirects a connected call. The target is the number to which you want to transfer the call.

If you want to...
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Transfer a call without talking to the transfer recipient

1. From an active call, press Transfer.

2. Enter the target number.

3. Press Transfer again to complete the transfer or EndCall to cancel.

Note If your phone has on-hook transfer enabled, complete the transfer by hanging up.

Talk to the transfer recipient before transferring a call (consult transfer)

1. From an active call, press Transfer.

2. Enter the target number.

3. Wait for the transfer recipient to answer.

4. Press Transfer again to complete the transfer or EndCall to cancel.

Note If your phone has on-hook transfer enabled, complete the transfer by hanging up.

Redirect a call to a voice message system

Press iDivert. For more information, see Sending a Call to a Voice Message System.


Tips

If on-hook transfer is enabled on your phone, you can either hang up to complete the call, or press Transfer and then hang up.

If on-hook transfer is not enabled on your phone, hanging up without pressing Transfer again places the call on hold.

You cannot use Transfer to redirect a call on hold. Press again to remove the call from hold before transferring it.

When a call is chaperoned, the call chaperone cannot use transfer.

Sending a Call to a Voice Message System

You can use iDivert to send an active, ringing, or on-hold call to your voice message system. Depending on the type of call and your phone configuration, you can also use iDivert to send the call to the voice message system of another party.

If the call was originally sent to the phone of another person, iDivert allows you to redirect the call either to your own voice message system or to the voice message system of the original called party. Your system administrator must make this option available to you.

If the call was sent to you directly (not transferred or forwarded to you), or if your phone is does not support the option described above, using iDivert redirects the call to your voice message system.

If you want to...
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Send an active, ringing, or on-hold call to a voice message system

Press iDivert. One of two things occurs:

The call is transferred to your voice message system.

Your phone screen displays a menu that allows you to choose between your voice message system or the voice message system of the original called party. Choose an option to redirect the call.


Tips

If your phone displays a menu that disappears before you make your selection, you can press iDivert again to re-display the menu. You can also ask your system administrator to configure a longer timeout value.

When you switch an in-progress call from your mobile phone to Cisco Unified devices that share the same line (Session Handoff), the iDivert feature is disabled on the Cisco Unified devices. The iDivert feature returns when the call ends.

Forwarding Calls to Another Number

You can use the call forwarding features to redirect incoming calls from your phone to another number.

Your system administrator might allow you to choose from two types of call forwarding features:

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.

You can access Call Forward All on your phone or from your Cisco Unified CM User Options web pages; conditional call forwarding features are accessible only from your User Options web pages. Your system administrator determines which call forwarding features are available to you.

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Set up Call Forward All on your line

Press CFwdALL and enter a target phone number.

Cancel Call Forward All on your line

Press CFwdALL.

Verify that Call Forward All is enabled on your line

Look for:

Alternating call forwarding icons displayed next to your phone number.

The call forward target number in the status line.

Set up or cancel call forwarding remotely

1. Log in to your User Options web pages. (See Accessing Your User Options Web Pages, page 1.)

2. Access your call forwarding settings. (See Controlling User Settings on the Web, page 7.)


Tips

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

You can forward your calls to a traditional analog phone or to another IP phone, although your system administrator might restrict the call forwarding feature to numbers within your company.

Call forwarding is phone line specific. If a call reaches you on a line where call forwarding is not enabled, the call rings as usual.

Your system administrator can enable a call forward override feature that allows the person receiving your forwarded calls to reach you. With override enabled, a call placed from the target phone to your phone is not forwarded, but rings through.

Your phone may reject your attempt to set up Call Forward All directly on the phone if the target number that you enter would create a call forwarding loop or would exceed the maximum number of links permitted in a call forwarding chain.

When you switch an in-progress call from your mobile phone to Cisco Unified devices that share the same line (Session Handoff), the Call Forward feature is disabled on the Cisco Unified devices. The Call Forward feature returns when the call ends.

Using Do Not Disturb

You can use the Do Not Disturb (DND) feature to turn off only the ringer on your phone or to turn off all audible and visual notifications of incoming calls. Your system administrator enables DND for your phone.

When DND and Call Forward are both enabled on your phone, calls are forwarded and the caller does not hear a busy tone.

DND interaction with other types of calls includes:

DND does not affect intercom calls or non-intercom priority calls.

If both DND and AutoAnswer are enabled, only intercom calls will be auto-answered.

When you switch an in-progress call from your mobile phone to Cisco Unified devices that share the same line (Session Handoff), the DND feature is disabled on the Cisco Unified devices. The DND feature returns when the call ends.

.

If you want to...
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Turn on DND

Press DND.

"Do Not Disturb" displays on the status line, and the ring tone is turned off.

Turn off DND

Press the DND softkey or:

1. Press > Device Configuration > Call Preferences > Do Not Disturb.

2. Select No, and then press Save.

Customize DND settings

If your system administrator configured DND settings to appear on the User Options page, follow these steps:

1. Log in to your User Options web pages. See Accessing Your User Options Web Pages, page 1.

2. From the drop-down menu, choose User Options > Device.

3. You can set the following options:

Do Not Disturb—Set to enable/disable DND.

DND Option—Choose either Call Reject (to turn off all audible and visual notifications) or Ringer Off (to turn off only the ringer).

DND Incoming Call Alert (applies to either DND option set)—Set the alert to beep only, flash only, disable the alert, or choose "None" (to use the "Alert" setting configured by your system administrator).


Making Conference Calls

Your Cisco Unified IP Phone allows you to talk simultaneously with multiple parties in a conference call.

Using Conference Features

You can create a conference in various ways, depending on your needs and the features that are available on your phone.

Conference—Allows you to create a standard (ad hoc) conference by calling each participant. Use the Confrn softkey. Conference is available on most phones.

Join—Allows you to create a standard (ad hoc) conference by combining existing calls. Use the Join softkey.

cBarge—Allows you to create a standard (ad hoc) conference by adding yourself to a call on a shared line. Use the cBarge softkey. cBarge is only available on phones that use shared lines.

Meet-Me—Allows you to create or join a conference by calling a conference number. Use the MeetMe softkey.

Using Conference

Conference allows you to call each participant. Conference is available on most phones.

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Create a conference by calling participants

1. From a connected call, press Confrn.

2. Enter the phone number of the participant.

3. Wait for the call to connect.

4. Press Confrn again to add the participant to your call.

5. Repeat to add additional participants.

Add new participants to an existing conference

Repeat the steps listed above.

Your system administrator determines whether non-initiators of a conference can add or remove participants.

See a list of participants or remove participants

See Viewing or Removing Conference Participants.


Using Join

Join allows you to combine two or more existing calls to create a conference in which you are a participant.

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Create a conference by joining together existing calls

1. From an active call, highlight another call that you want to include in the conference and press Select.

Selected calls display this icon .

2. Repeat this step for each call that you want to add.

3. Press Join. You may need to press the more softkey to see Join.

Join together two existing conferences

Use the Join or DirTrfr softkeys.

Check with your system administrator to see if this feature is available to you.

See a list of participants or remove participants

See Viewing or Removing Conference Participants.


Using cBarge

You can create a conference by using cBarge to add yourself to a call on a shared line.

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Create a conference by barging a call on a shared line

Highlight the call and press cBarge to complete the action.

See Using a Shared Line, page 5 for more information.

See a list of participants or remove participants

See Viewing or Removing Conference Participants.


Using Meet-Me

Meet-Me conferencing allows you to start or join a conference by calling the conference number.

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Start a Meet-Me conference

1. Obtain a Meet-Me phone number from your system administrator.

2. Distribute the number to participants.

3. When you are ready to start the meeting, go off-hook to get a dial tone, then press MeetMe.

4. Dial the Meet-Me conference number.

Participants can now join the conference by dialing in.

Note Participants hear a busy tone if they call the conference before the initiator has joined. In this case, participants must call back.

Join a Meet-Me conference

Dial the Meet-Me conference number (provided by the conference initiator).

Note You will hear a busy tone if you call the conference before the initiator has joined. In this case, try your call again.

End a Meet-Me conference

All participants must hang up.

The conference does not automatically end when the conference initiator disconnects.


Tip

If you call a secure Meet-Me conference number from a non-secure phone, your phone displays the message, "Device Not Authorized." For more information, see Making and Receiving Secure Calls, page 7.

Viewing or Removing Conference Participants

During a standard (ad hoc) conference, you can view a list of participants and remove participants.

View a list of conference participants

Press ConfList or Conference List.

Participants are listed in the order in which they join the conference with the most recent additions at the top.

Note The conference participants list, ConfList, displays a maximum of 16 participants. Though users can add as many conference participants as the conference bridge supports, ConfList displays 16 participants only. As new participants join the conference, ConfList displays only the last 16 participants who have joined.

Get an updated list of conference participants

While viewing the conference list, press Update.

See who initiated the conference

While viewing the conference list, locate the participant listed at the bottom of the list with an asterisk (*) next to the name.

Remove any conference participant

While viewing the conference list, highlight the participant's name and press Remove.

Drop the last participant added to the conference

While viewing the conference list, press RMLstC.

You can remove participants only if you initiated the conference call.

Verify that a conference call is secure

Look for the or icon after "Conference" on the phone screen.

Verify that a participant is calling from a secure phone

Look for the or icon beside the participant's name on the phone screen.

Add more participants

See Using Conference.