Cisco Unified IP Phone 7931G User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP)
Advanced Call Handling
Downloads: This chapterpdf (PDF - 149.0KB) The complete bookPDF (PDF - 952.0KB) | Feedback

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

Working with Shared Lines

Using BLF to Determine a Line State

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 may configure for your phone depending on your call-handling needs and work environment.

Speed Dialing

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

Speed-dial buttons

Abbreviated Dialing

Fast Dials

To set up speed-dial buttons and Abbreviated Dial, you must access your User Options web pages. See Accessing Your User Options Web Pages, page 1.

To set up Fast Dials, you must access the Personal Directory feature. See Using Personal Directory on Your Phone, page 6.

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

If you want to...
Then...

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 ( ).

Note If your phone supports the Busy Lamp Field (BLF) speed-dial feature, you can see if the speed-dial number is busy before dialing. See Using BLF to Determine a Line State.

Use Abbreviated Dialing (On-hook)

1. Set up Abbreviated Dialing codes. See Setting Up Speed Dials on the Web, 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 a dial tone.

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 a dial tone.

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 the Web, page 2.


Picking Up a Redirected Call on Your Phone

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

If you want to...
Then...

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

1. Press the PickUp softkey or button. You may 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 or the Group PickUp button. You may 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 or the Other PickUp button. You may 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 or the Group PickUp button. You may 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.

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

4. 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 or Group PickUp and enter a line number, your phone picks up the ringing call on that particular line (if available).

If you have multiple lines and want to pick up the call on a non-primary line, first press for the desired line and then press a Call PickUp softkey or button.

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

If you use the BLF Pickup feature on your phone, see Using BLF to Determine a Line State.

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 coworker'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—Press the Transfer softkey during a call. To store the call, dial the Directed Call Park number and press Transfer again.

Assisted Directed Call Park—Use the Assisted Directed Call Park button displaying an idle line status indicator. To retrieve the call from any other Cisco Unified IP Phone in your network, press the flashing Assisted Direct Call Park button.

If you want to...
Then...

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. Note 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 .

2. Dial the directed call park number.

3. Press Transfer again to finish storing the call.

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, press the (flashing) () to connect to the call.

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

During a call, press the Assisted Directed Call Park button displaying an idle Line Status indicator .

Retrieve a parked call from an assisted directed call park number

Press the flashing Assisted Direct Call Park button.

If your administrator has not configured a reversion directory number, the parked call is reversed to the phone parking the call.


Tips

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.

Your system administrator can assign Directed Call Park buttons to available line buttons on your phone.

You can dial directed call park numbers if you do not have Directed Call Park buttons on your phone. However, you will not be able to see the status of the directed call park number.

Logging Out of Hunt Groups

If your organization receives a large number of incoming calls, you may be a member of a hunt group, which 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.

If you want to...
Then...

Log out of hunt groups to block hunt group calls temporarily

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

Log in to receive hunt group calls

Press HLog. When logged in, the Hunt Group button is lit.


Tip

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

Using a Shared Line

Your system administrator may 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 may include caller ID and call duration See Privacy for exceptions.

If you are sharing a line with coworkers using a different model Cisco Unified IP Phone, they might be able to add (or barge) themselves to your active call on the shared line. Your phone does not typically support this feature. If you need it, contact your system administrator for assistance. Otherwise, enable privacy to prevent coworkers from joining your calls.

Privacy

If you do not want coworkers who share your line to see information about your calls, enable the Privacy feature. Doing this also prevents others who share the line from viewing or barging your calls.

Working with Shared Lines

You can view information about calls on your shared lines, retrieve a call on a shared line placed on hold by a coworker, and prevent others from barging calls.

If you want to...
Then...

See if the shared line is in use

Look for the remote-in-use icon next to a red line button (steady).

View details about current calls on the shared line

Press the red line button (steady) for the remote-in-use line. All non-private calls appear in the call activity area of the phone screen.

Retrieve a held call on a shared line

Press the red line button (flashing) for the remote-in-use line.

Prevent others from viewing or barging calls on a shared line

1. Press Private ().

2. To verify that Privacy is on, look for the feature-enabled icon next to an amber line button .

Allow others to view or barge calls on a shared line

1. Press Private ().

2. To verify that Privacy is off, look for the feature-disabled icon next to an unlit line button .


Tips

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

The Privacy feature applies to all shared lines on your phone. Consequently, if you have multiple shared lines and Privacy is enabled, coworkers cannot view or barge calls on any of your shared lines.

Using BLF to Determine a Line State

Busy Lamp Field (BLF) features allow you to view the state of a phone line that is associated with a speed-dial button, call log, or directory listing on your phone. If you use BLF Pickup, you can answer a ringing call for the line that you are monitoring. Your system administrator determines which BLF features are configured for your phone.

If you want to...
Then...

See the state of a line listed in a call log or directory

Look for BLF indicators next to the line number:

Line is in-use.

Line is idle.

See the state of a speed-dial line

Look for BLF indicators next to the line number:

Line is in-use.

Line is idle.

BLF- monitored line is ringing (BLF Pickup)

Use BLF Pickup to answer a call ringing on a coworker's phone

While the line is ringing, press the BLF Pickup button .

The call is redirected to the next available line on your phone. (If you want to specify a line, first press a line button and then press the BLF button.)

If your phone supports auto-pickup, the call connects automatically. Otherwise, the call rings on your phone for you to answer.

If you press the BLF Pickup button when the monitored line is not ringing, your phone will speed dial the line number.


Tips

Your phone may play an audible indicator to alert you when a call is ringing on the monitored line (BLF Pickup only).

BLF Pickup answers the oldest ringing call first (if the line that you are monitoring has more than one ringing call).

Making and Receiving Secure Calls

Depending on how your system administrator configured your phone system, your phone may 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.

If you want to...
Then...

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

Contact 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 may 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.

If you want to...
Then...

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

In some specialized 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...
Then...

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).

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.

Multilevel Precedence and Preemption (MLPP) overrides the Do Not Disturb (DND) feature.

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

Using Cisco Extension Mobility

Cisco Extension Mobility (EM) allows you to configure a Cisco Unified IP Phone as your own temporarily. 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 Extension Mobility Change PIN feature allows you to change your PIN from your Cisco Unified IP Phone.

If you want to...
Then...

Log in to EM

1. 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. Choose ()> Services > EM Service (name can vary).

2. When prompted to log out, press Yes.

Change your PIN using the Change Credentials service

1. 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. 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 Cisco 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 your desk phone or you can hand off the call from your mobile phone to your desk phone.

If you want to...
Then...

Transfer your incoming mobile active call to a 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.

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.

If you want to...
Then...

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 Using Cisco WebDialer, page 14.

Answer a call using your mobile phone

See Answering a Call, page 5.

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

See Switching an In-Progress Call to Another Phone, page 8.

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

1. Press the Enterprise Hold (exact softkey name can vary) softkey.

The other party is placed on hold.

2. On your mobile phone, press the Resume (name may vary) softkey on the mobile phone. See Switching an In-Progress Call to Another Phone, page 8.

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 for just one phone:

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 for just one phone:

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 Cisco Unified Communications Manager (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.