Cisco Unified IP Phone 7931G 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

Using Mute

Switching Between Multiple Calls

Switching an In-Progress Call to Another Phone

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 Meet-Me

Viewing or Removing Conference Participants

Placing or Receiving Intercom Calls


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...
Then...
For more information, see...

Place a call using the handset

Pick up the handset and enter a number.

Using a Handset, Headset, and Speakerphone, page 1

Place a call using the speakerphone

Press and enter a number.

Using a Handset, Headset, and Speakerphone, page 1

Place a call using a headset

Press () and enter a number.

(Typically, button 23 is assigned to the headset.)

Using a Handset, Headset, and Speakerphone, page 1

Redial a number

Press to dial the last number.

Placing a Call—Basic Options

Dial from a call log

1. Press () > Directories.

2. Choose Missed Calls, Received Calls, or Placed Calls.

3. 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, pressing Dial, or pressing () or .

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 and go off-hook or press the Select button.

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

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

Your phone may 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 may be available on your phone. See your system administrator for more information about these additional options.

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

Place a call while another call is active (using a different line)

1. Press for a new line. The first call is automatically placed on hold.

2. Enter a number.

Using Hold and Resume

Speed dial a number

Do one of the following:

Press ().

Use the Abbreviated Dial feature.

Use the Fast Dial feature.

Speed Dialing, page 1

Dial from a corporate directory on your phone

1. Press () > Directories > Corporate Directory
(name can vary).

2. Enter a name and press Search.

3. Highlight a listing and go off-hook.

Using Call Logs, page 1

Use Cisco 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

See if a line associated with a speed-dial is busy before placing a call to that line

Look for Busy Line Feature indicators.

Using BLF to Determine a Line State, page 7

Make a priority (precedence) call

Enter the MLPP access number, then enter a phone number.

Prioritizing Critical Calls, page 10

Dial from a Personal Address Book (PAB) entry

1. Press () > Directories > Personal Directory to log in.

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

Using Personal Directory on Your Phone, page 6

Place a call using a billing or tracking code

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 Extension Mobility profile

Log in to the 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 13

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

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

Using Your Personal Address Book on the Web, page 2


Answering a Call

You can answer a call by 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...

Answer with a headset

Press (), if unlit. Or, if () is lit, press Answer or (flashing).

Note The ringing line is selected automatically. Ask your system administrator about options to always select the primary line.

If you are using a wireless headset, refer to the wireless headset documentation.

Using a Handset, Headset, and Speakerphone, page 1

Answer with the speakerphone

Press , Answer, or (flashing).

Note The ringing line is selected automatically. Ask your system administrator about options to always select the primary line.

Using a Handset, Headset, and Speakerphone, page 1

Switch from a connected call to answer a new call

Press Answer or, if the call is ringing on a different line, press (flashing).

Using Hold and Resume

Answer 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

Auto-connect calls

Use AutoAnswer.

Using AutoAnswer with a Headset or Speakerphone, page 3

Retrieve a parked call on another phone

Use Call Park, Directed Call Park, or Assisted 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

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, answer the call on your mobile phone and you have up to four IP phones or a softphone configured as shared lines, the additional phones stop flashing.

Managing Business Calls Using a Single Phone Number, page 13


Tips

If parties on a call hear a beep tone, the call may 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 the calls are being chaperoned.

Ending a Call

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

If you want to...
Then...

Hang up while using the handset

Return the handset to its cradle. Or press EndCall.

Hang up while using a headset

Press (). Or, to keep headset mode active, press EndCall.

Hang up while using the speakerphone

Press or EndCall.


Using Hold and Resume

You can hold and resume calls. When you put a call on hold, the Hold icon appears on the right in the call information area and the corresponding line button flashes green . With a shared line, when you place a call on hold, the line button flashes green and the phone displays the local hold icon. When another phone places a call on hold, the line button flashes red and the phone displays the remote hold icon .

If another user put a shared line on hold, its associated line button displays (flashing). You (and anyone else sharing that line) can resume the call.

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" call 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.

Displaying a line button (flashing, depending on the line state).

If you want to...
Then...

Put a call on hold

1. Make sure that the appropriate call is highlighted.

2. Press .

Remove a call from hold on the current line

For the flashing held call, press one of these: , ,or.

 

Highlight the appropriate call and press Resume or Press .


Tips

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

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.

Your system administrator determines the duration between Hold Reversion alerts.

When a call is chaperoned, the call chaperone cannot sue Hold.

Using Mute

With Mute enabled, you can hear other parties on a call but they cannot hear you. You can use Mute with the handset, speakerphone, or a headset.

If you want to...
Then...

Toggle microphone on

Press .

Toggle microphone off

Press .


Switching Between Multiple Calls

You can switch between multiple calls on multiple lines.

If you want to...
Then...

Switch to a held call on another line

Press (flashing) for the line that you are switching to.

Switch from a connected call to answer a ringing call

Press (flashing). Any active call is placed on hold and the selected call resumes.


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.

If you want to...
Then...

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). For a list of access codes, see your system administrator.

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.

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 Resume on your desk phone within 4 seconds and start talking on the desk phone.

Switch an in-progress call from a mobile phone to Cisco Unified devices that share the same line (Session Handoff)

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

2. Press Answer on one of your Cisco Unified devices within 10 seconds and start talking on the phone.

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.


Transferring Calls

Transfer redirects a connected call. The target is the number that you want to transfer the call to. When you transfer a call, your phone uses a new line to initiate the transfer.

If you want to...
Then...

Transfer a call without talking to the transfer recipient

1. From an active call, press .

2. Enter the target number.

3. Press 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 .

2. Enter the target number.

3. Wait for the transfer recipient to answer.

4. Press 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 and then hang up.

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

You cannot use to redirect a call on hold. Press Resume 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 someone else's phone, iDivert allows you to redirect the call either to your own voice-message system or to the original called party's voice-message system. 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 does not support the option described above, using iDivert redirects the call to your voice-message system.

If you want to...
Then...

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 that of the originally 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 redisplay the menu. You can also ask your system administrator to configure a longer time-out 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.

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

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 may 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.

If you want to...
Then...

Set up Call Forward All on your primary line

Press CFwdALL and enter a target phone number.

Note Your phone may have additional line keys assigned to the same directory number as your primary line. If so (and you want all calls to that directory number forwarded) you need to set call forwarding for each of these lines.

Cancel Call Forward All on your primary line

Press CFwdALL.

Verify that Call Forward All is enabled on your primary line

Look for:

The call forward icon next to the primary phone number: , which is always on line key 1.

The call forward target number in the status line.

Set up or cancel call forwarding remotely, or for a non-primary line

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 Line Settings on the Web, page 8.)

Note When call forwarding is enabled for any line other than the primary line, your phone does not provide you with confirmation that calls are being forwarded. Instead, you must confirm your settings in the User Options web pages.


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 may 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...
Then...

Turn on DND

Press DND.

"Do Not Disturb" displays on the phone, the DND lights (solid), and the ring tone is turned off.

Turn off DND

Press DND.

Customize DND settings

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

2. Choose User Options > Device.

3. 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 join three or more people into one telephone conversation, creating 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 or the Conference button. Conference is available on most phones.

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

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

Using Conference

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

If you want to...
Then...

Create a conference by calling participants

1. From a connected call, press Confrn or Conference. You may need to press the more softkey to see Confrn.

2. Enter the phone number of the participant.

3. Wait for the call to connect.

4. Press Confrn or Conference 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

Press ConfList or Conference List. You may need to press the more softkey first. See Viewing or Removing Conference Participants.


Tips

If you frequently join more than two parties into a single conference, you may find it useful to first select the calls that you want to join, then press Join to complete the action.

When Join completes, caller ID changes to "Conference."

A Call Chaperone user can conference only the first caller. Subsequent callers can be conferenced by the other participants in the conference.

Using Join

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

If you want to...
Then...

Create a conference by joining together existing calls

1. From an active call, press Join. You may need to press the more softkey to see Join.

2. Press the green flashing line button for the calls that you want to include in the conference.

One of the following occurs:

The calls are joined.

A window opens on your phone screen prompting you to select the calls that you want to join. Highlight the calls and press Select, then press Join to complete the action.

Create a conference by joining together existing calls that are on multiple phone lines

1. From an active call, press Join. You may need to press the more softkey to see Join.

2. Press the green flashing line button for the calls that you want to include in the conference.

One of the following occurs:

The calls are joined.

A window opens on your phone screen prompting you to select the calls that you want to join. Highlight the calls and press Select, then press Join to complete the action.

Note If your phone does not support Join for calls on multiple lines, transfer the calls to a single line before using Join.

See a list of participants or remove participants

Press ConfList or Conference List. You may need to press the more softkey first. See Viewing or Removing Conference Participants.


Tips

If you frequently join more than two parties into a single conference, you may find it useful to first select the calls that you want to join together, then press Join to complete the action.

When Join completes, caller ID changes to "Conference."

Using Meet-Me

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

If you want to...
Then...

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 8.

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 or Remove Last Participant.

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.


Placing or Receiving Intercom Calls

You can make an intercom call to a target phone that auto-answers the call in speakerphone mode with mute activated. The one-way intercom call allows you to deliver a short message to the recipient. If the recipient's handset or headset is in use, the audio is sent to the device in use. Any current call activity that your recipient is engaged in continues simultaneously.

The target destination receives an intercom-alert tone and can then choose to:

Listen to the caller with your microphone muted (you can hear the caller, but the caller cannot hear you).

End the intercom call by pressing the EndCall softkey with the intercom call in focus. Do this if you do not want to hear the message.

Talk to the caller by pressing the active intercom button and using either the handset, headset or speaker. The intercom call becomes a two-way connection so that you can converse with the caller.

When using the intercom feature, be aware of the following:

From an intercom line, you can only dial other intercom lines.

You can use only one intercom line at a time.

When your active call is being monitored or recorded, you can receive or place intercom calls.

You cannot place an intercom call on hold.


Note If you log into the same phone on a daily basis using your Cisco Extension Mobility profile, ensure that your system administrator assigns the phone button template that contains intercom information to this profile and assign the phone as the default intercom device for the intercom line.


If you want to...
Then...

Place an intercom call to a preconfigured target intercom number

Press (intercom target line) and, after you hear the intercom-alert tone, begin speaking.

Place an intercom call to a non-preconfigured target intercom number

Press (). Enter the intercom target number or press a speed-dial number for your target. After you hear the intercom-alert tone, begin speaking.

Receive an intercom call

When you hear the intercom-alert tone, handle the call in one of these ways:

Listen to the message in one-way audio.

Speak to the caller by pressing (active intercom line).

Press EndCall with the intercom call in focus.