Cisco Unified IP Phones 8941 and 8945 User Guide for Cisco Unified Communications Manager 9.0 (SCCP and SIP)
Calling Features
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Calling Features

Contents

Calling Features

This chapter describes the following calling features:

Feature Buttons and Softkeys

Depending on how your phone is set up,, some features in this guide may not be available to you.

This table provides information about features that are available on softkeys and dedicated feature buttons and features that your system administrator sets up on programmable feature buttons.

Feature name

Dedicated feature button

Programmable feature button

Softkey

Answer

X

Barge and cBarge

X

X

Call Back

X

X

Call Forward All

X

X

Call Park

X

X

Call Park Line Status

X

Call Pickup

X

Call Pickup Line Status

X

Conference

X

X (available while on a conference only)

Divert

X

X

Do Not Disturb

X

X

Group Pickup

X

Hold

X

Hunt Groups

X

Intercom

X

Malicious Call Identification (MCID)

X

X

Meet Me

X

Mobile Connect

X

X

Monitoring and Recording

   

X

Mute (Audio)

X

Mute (Video)

X

Other Pickup

X

Privacy

X

Quality Reporting Tool (QRT)

X

X

Queue Status

X

Redial

X

Speed Dial

X

X

Speed Dial Line Status

X

Transfer

X

X (available during a transfer only)

Survivable Remote Site Telephony Overview

If communication between your phone and the Cisco Unified Communications Server is interrupted, you receive an alert message on your phone. If you are on an active call, the call remains established, and you enter a failover situation. This failover is the Survivable Remote Site Telephony (SRST) feature.

While in failover, not all the features of your phone are available. The following table describes typical feature and feature availability, although not all the features may be supported on your phone . For more information about feature availability during failover, contact your system administrator.

Table 1 Feature Support During Failover
Feature Supported Notes

New Call

Yes

 

End Call

Yes

 

Redial

Yes

 

Answer

Yes

 

Hold

Yes

 

Resume

Yes

 

Conference

Yes

 

Conference to Active Calls (Join)

No

The Active Calls softkey does not display.

Conference List

No

 

Transfer

Yes

 

Transfer to Active Calls (Direct Transfer)

No

 

Auto Answer

Yes

 

Call Waiting

Yes

 

Caller ID

Yes

 

Audible Message Waiting Indicator

Yes

 

All Calls Programmable Line Key

Yes

 

Answer Programmable Line Key

Yes

 

Unified Session Presentation

Yes

Conference is the only feature supported.

Voicemail

Yes

Your voicemail will not be synchronized with other users in the Cisco Unified Communications Manager cluster.

Speed Dial

Yes

 

Service IRL Programmable Line Key

Yes

 

To Voicemail (iDivert)

No

The iDivert softkey does not display.

Line Filters

Partial

Lines are supported but cannot be shared.

Park Monitoring

No

The Park softkey does not display.

Barge

No

You see the message “That feature is not currently available.”

Enhanced Message Waiting Indication

No

Message count badges do not appear on the phone screen.

Only the Message Waiting icon displays.

Directed Call Park

No

The softkey does not display.

BLF

Partial

BLF feature key works like Speed Dial keys.

Hold Reversion

No

Calls remain on hold indefinitely.

Remote Hold

No

Calls appear as Local Hold calls.

Meet Me

No

The Meet Me softkey does not display.

PickUp

No

The softkey causes no action.

Group PickUp

No

The softkey causes no action.

Other PickUp

No

The softkey causes no action.

Malicious Call ID

No

The softkey causes no action.

QRT

No

The softkey causes no action.

Hunt Group

No

The softkey causes no action.

Intercom

No

The softkey causes no action.

Mobility

No

The softkey causes no action.

Privacy

No

The softkey causes no action.

Call Back

No

The Call Back softkey does not display.

When your phone loses connectivity, your phone may display a message like this: Service interruption. Some features unavailable.

Agent Greeting

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

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

For more information, contact your system administrator.

Answer

Answer allows you to answer the oldest call that is available on all line appearances on your phone, including Hold Reversion and Park Reversion calls that are in an alerting state. Incoming calls are always given priority over Held or Park Reversion calls.

Your system administrator sets up the Answer button depending on your call-handling needs and work environment. This feature is typically set up for users who have multiple lines.

When you get a call, you see a notification window on the phone screen, called a call toast. The call toast remains visible for a preset amount of time. Your system administrator sets up the default time.

If an incoming call has been call forwarded from another phone, you may see additional information to identify that the call has been forwarded. Your system administrator controls the amount of additional information that is displayed. Additional information can identify the person who forwarded the call to you and the caller information.

When you receive a call, the phone number that displays on the screen contains the string of digits that you can dial to contact the caller. The digit string can contain the following digits, if required:

  • Code to obtain an outside line (for example, if you have to dial 9)
  • Long distance code
  • Area code
  • City code
  • Telephone number

The phone saves the complete digit string in the call history, and you can save the number in your Personal Address Book.

Answer Oldest Call First

Procedure
To answer the oldest incoming call first, press Answer.

Auto Answer

Auto Answer prompts your phone to automatically answer incoming calls after one ring.

Your system administrator sets up Auto Answer to work with either your speakerphone or headset.


Note


If you have Auto Answer set up for the speakerphone, and you change the call to the headset, your next incoming call rings on the headset. If you have Auto Answer set up for the headset, and you change the call to the speakerphone, your next incoming call rings on the speakerphone. Auto Answer makes sure that the call is answered; it does not override the location where you interacted with a previous call.


Auto Answer with Headset

Incoming calls are autoanswered with the headset when the following conditions apply:
  • Auto Answer with Headset is enabled by your system administrator.
  • The Headset button is illuminated.
  • The headset is connected to the phone.

Otherwise, calls ring normally and you manually answer them.

To keep the Headset button illuminated, use buttons and softkeys (instead of the Headset button) to place and end calls. Your administrator sets the headset as the default audio path for Auto Answer.

Auto Answer with Speakerphone

Keep the handset in the cradle and the Headset button unlit. Otherwise, calls ring normally and you must manually answer them.

Barge

Barge allows you to add yourself to non-private calls on a shared line. You can convert the call into a conference and add new participants.

Related Information

Add Yourself to Call On Shared Line

Procedure
Press the red line button for the shared line.

You are added to the call.


Call Back

Call Back allows you to receive an audio and a visual notification on your phone when a busy or unavailable party becomes available.

Callback may appear on your phone as a feature button or a softkey. For more information, contact your system administrator.

Set Up Call Back Notification

Procedure
    Step 1   Press Callback while listening to the busy tone or ring sound. A confirmation screen displays on the phone.
    Step 2   Press Exit to exit the confirmation screen.

    Your phone alerts you when the line is free.

    Step 3   Press Dial to place the call again.

    Call Forward

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

    There are two types of call-forwarding features that your system administrator may set up on your phone:
    • Unconditional call forwarding (Call Forward All)—Applies to all calls that you receive. You can set up Call Forward All directly on your phone for any line. To set up Call Forward All remotely, go to your User Options web pages.
    • Conditional call forwarding (Call Forward No Answer, Call Forward Busy, Call Forward No Coverage)—Applies to certain calls that you receive, according to conditions, and is accessible only from your User Options web pages.
    When forwarding calls from your phone:
    • Enter the call forward target number exactly as you would dial it from your phone. For example, enter an access code or the area code, if necessary.
    • Call forwarding is phone-line specific. If a call reaches you on a line where call forwarding is not enabled, the call will ring as usual.
    • Your system administrator can set up other call-forward options that do the following:
      • Allow calls placed from the call forward target number to your phone to ring through, rather than be forwarded.
      • Prevent you from creating a call-forward loop or exceeding the maximum number of links in a call forwarding chain.

    Forward All Calls

    Procedure
      Step 1   On any idle line from which you want to forward your calls, press Forward All.
      Step 2   Enter a phone number, or select an entry from the Call History list. Depending on how your voicemail system is set up, you may be able to press Messages to forward all calls to voicemail. Visual confirmation displays for a few seconds to confirm the number to which your calls will be forwarded.
      Step 3   To verify that your calls are forwarded, look for:
      • A Forward All icon in the line label.
      • The forwarding information in the header.
      Step 4   To cancel call forwarding, press Forward Off.
      Step 5   To set up conditional call forwarding, go to your User Options web page.

      Call Park

      Call Park allows you to use your phone to park (temporarily store) a call, which you can then retrieve from another phone (such as a phone at a coworker’s desk or in a conference room).

      There are two ways you can park a call:

      Park

      Allows you to park an active call that you answered on your phone, and retrieve it using another phone in the Cisco Unified Communications Manager system.

      Directed Call Park

      Allows you to park and retrieve an active call in two different ways:

      • Assisted Directed Call Park—Allows you to park an active call using a feature button, which your system administrator sets up as a speed-dial line. With this type of directed call, you can monitor the status of the line (in-use, idle, or Do Not Disturb) using Line Status indicators.
      • Manual Directed Call Park—Allows you to park an active call by transferring it to a Directed Call number, which your system administrator sets up. You retrieve the call at another phone by dialing a park retrieval prefix number (provided by your system administrator) and then dialing the Directed Call number you used to park the call.

      Your system administrator sets up either the Directed Call Park or the Park feature on your phone, but not both.

      Related Information

      Park and Retrieve Call Using Park

      Procedure
        Step 1   During a call, press Park, then hang up. Your phone displays the number where the system parked the call. The parked call is put on hold, and you can press Resume to resume the call on your phone.
        Step 2   From any other Cisco Unified IP Phone in your network, enter the number where the call is parked to retrieve the call.
        Step 3   If you do not retrieve the call within a certain amount of time (set by your system administrator) you receive an alert tone, at which time you can:
        • Press Answer to answer the call on your phone.
        • Retrieve the call from another phone.
        If you fail to retrieve or answer the call within a specified amount of time, the call is redirected to another destination (set up by your system administrator), such as voicemail. If the call gets redirected, it can no longer be retrieved by using Call Park.

        Park Call Using Assisted Directed Call Park

        Procedure
          Step 1   During a call, press Directed Call Park displaying an idle Line Status indicator.
          Step 2   Retrieve the call from any other Cisco Unified IP Phone in your network as follows:
          1. Enter the park retrieval prefix.
          2. Dial the Directed Call number.

            Example:If the park retrieval prefix is "99" and the Directed Call number is "1234," enter 991234.
          Step 3   If you do not retrieve the call within a certain amount of time (set by your system administrator) you receive an alert tone, at which time you can:
          • Press Resume to resume the call on your phone.
          • Retrieve the call from another phone.
          If you fail to retrieve or resume the call within a specified amount of time, the call is directed to another destination (set up by your system administrator), such as voicemail. If the call gets redirected, it can no longer be retrieved by using Call Park.

          Park Call Using Manual Directed Call Park

          Procedure
            Step 1   During a call, press Transfer .
            Step 2   Enter the Directed Call number where you will park the call.
            Step 3   Press Transfer again to finish parking the call, then hang up.
            Step 4   Retrieve the call from any other Cisco Unified IP Phone in your network as follows:
            1. Enter the park retrieval prefix.
            2. Dial the Directed Call number.

              Example:If the park retrieval prefix is "99" and the Directed Call number is "1234," enter 991234.
            Step 5   If you do not retrieve the call within a certain amount of time (set by your system administrator) you will receive an alert tone, at which time you can:
            • Press Resume to resume the call on your phone.
            • Retrieve the call from another phone.
            If you fail to retrieve or resume the call within a specified amount of time, the call is directed to another destination (set up by your system administrator), such as voicemail. If the call gets redirected, it can no longer be retrieved by using Call Park.

            Call PickUp

            Call PickUp allows you to answer a call 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.

            There are three ways you can pick up a call:
            • PickUp—Allows you to answer a call ringing on another phone within your call pickup group. If multiple calls are available for pick up, your phone picks up the oldest call first (the call that has been ringing for the longest time).
            • Group PickUp—Allows you to answer a call on a phone that is outside your call pickup group by:
              • Using a group pickup number (provided by your system administrator).
              • Dialing the number of the ringing phone.
            • Other PickUp—Allows you to answer a call ringing on another phone within in your call pickup group or in an associated call pickup group.

            Your system administrator sets up your call pickup group and your call pickup softkeys, depending on your call-handling needs and work environment.

            You can also monitor and pick up ringing calls using Line Status indicators if your system administrator has set up Line Status indicators on speed-dial buttons for you. Line Status indicators allow you to see if a line that is associated with a speed-dial button is idle, in-use, in a Do Not Disturb state, or ringing.

            Related References

            Answer Call Using PickUp

            Procedure
              Step 1   Perform one of the following actions:
              • Press PickUp to transfer a ringing call within your pickup group to your phone.
              • If you have multiple lines and want to pick up the call on a nonprimary line, first press the desired line button, then press PickUp.

              If your phone supports autopickup, you are connected to the call.

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

              Answer Call Using Group PickUp and Group PickUp Number

              Procedure
                Step 1   Perform one of the following actions:
                • Press Group PickUp to answer a call on a phone outside your pickup group.
                • If you have multiple lines and want to pick up the call on another line, first press the desired line button, then press Group PickUp.
                Step 2   Enter the group pickup number.

                If your phone supports autopickup, you are now connected to the call.

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

                Answer Call Using Group PickUp and Phone Number

                Procedure
                  Step 1   Perform one of the following actions:
                  • Press Group PickUp.
                  • If you have multiple lines and want to pick up the call on a nonprimary line, first press the desired line button, and then press Group PickUp.
                  Step 2   Enter the number of the phone line with the call that you want to pick up.

                  For example, if the call is ringing on line 12345, enter 12345.

                  If your phone supports autopickup, you are now connected to the call.

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

                  Answer Call Using Other PickUp

                  Procedure
                    Step 1   Press OPickUp to transfer a call in your pickup group or in an associated group to your phone.

                    If your phone supports autopickup, you are now connected to the call.

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

                    Call Waiting

                    Call Waiting provides the following to notify you that a new call is ringing on your phone when you are talking on another call:

                    • Call Waiting tone (single beep )
                    • An amber flashing line button

                    This feature is configured by the administrator.

                    Call Waiting Response

                    To answer the ringing call, press the flashing amber line button or press the Answer softkey to answer the call. You can also use the Navigation pad and scroll to the call and press the Select button to answer it. Your phone puts the original call on hold automatically and connects the ringing call.

                    • If the call is on a different line, you must first press the line button or the All Calls button, if available, to display the ringing session and then answer the call.
                    • If the call is on the same line and not visible because there are many calls, you must scroll to display the sessions.
                    • If a programmable feature button is set up by your system administrator to answer calls, you can press the feature button to answer a ringing call, regardless of the line of the call or the line that is currently visible. The phone automatically switches the line to display the call.

                    Client Matter Code

                    Your system administrator can set up your phone to request that you enter a Client Matter Code (CMC) after you dial a phone number. The CMC can be used for accounting or billing codes, and your system administrator assigns CMCs..

                    When required, the phone displays Enter Client Matter Code, the dialed number changes to "********", and you hear a special tone. Enter the CMC for the call using the keypad.

                    Related Information

                    Conference

                    Conference allows you to talk simultaneously with multiple parties in an ad hoc meeting.

                    When you are talking on a call, use Conference to dial another party and add them to the call.

                    If you have multiple phone lines, you can alternately use Conference to combine two calls across two lines. For example, if you have a call on Line 1 and a call on Line 2, you can combine the calls into a conference.

                    As the conference host, you can remove individual participants from the conference. The conference ends when all participants hang up.

                    Related References
                    Related Information

                    Add Party to Call to Create Conference

                    Procedure
                      Step 1   Start with a connected call that is not on hold.
                      Step 2   Press Conference and do one of the following:
                      • Enter the phone number for the party you want to add and press Call.
                      • Press a speed-dial button.
                      • Press Speed Dial, enter a speed-dial number and press Speed Dial again.
                      • Press Active Calls and select a call.
                      • Select a call from the Call History.
                      Step 3   Wait for the party to answer (or skip to step 4 while the call is ringing).
                      Step 4   Press Conference. The conference begins.

                      Join Calls into Conference

                      The conference is established on the line that had the active call.

                      Procedure
                        Step 1   Start with two connected calls.
                        Step 2   Make sure that one of the calls is active (not on hold). If both calls are on hold, resume one call.
                        Step 3   Press Conference .
                        Step 4   Press the line button for the other (held) call or if the held call is on another line:
                        1. Press Active Calls.
                        2. Choose a call from the list.
                        3. Press Conference.

                        The conference begins. The conference is established on the line that had the active call.


                        Swap Between Calls Before Completing Conference

                        Use this procedure to consult privately with the conference and another person, before adding the person into the conference.

                        Procedure
                          Step 1   Call a new conference participant, but do not add the participant to the conference.
                          Step 2   Press Swap to toggle between the participant and the conference.

                          View Conference Participants

                          You can view the details of the last 16 participants who joined the conference.

                          Procedure
                          While in a conference, press Show Details to view a list of participants.
                          Note   

                          When you place a call to another party, and the person you called creates a conference with a third phone, the Show Details softkey only displays for the person who created the conference.


                          Remove Conference Participants

                          Procedure
                            Step 1   While in a conference, press Show Details.
                            Step 2   Highlight the participant that you want to remove, then press Remove.

                            Divert

                            Divert allows you to send an active or ringing call to your voicemail system or to a predetermined phone number (set up by your system administrator).

                            Divert Call

                            You can silence the incoming (ringing) call. Press Volume down once, then let the incoming call go to the target number (voicemail or predetermined number set up the system administrator).

                            Procedure
                              Step 1   To redirect an incoming (ringing) call while on another call, use the Navigation

                              pad to highlight the incoming call, then press Divert. Otherwise press Divert to redirect the current, active call.
                              Step 2   To redirect an incoming call while not on a call, press Divert.
                              Step 3   To redirect a held call, first resume the call and then press Divert.

                              Do Not Disturb

                              Do Not Disturb (DND) allows you to turn off either:

                              • The ringer on your phone
                              • The ringer and any visual notification that you have an incoming call

                              When DND is enabled, your incoming calls forward to another number, such as your voicemail, if it is set up and the call is not saved or listed in your Call History.

                              The DND feature affects all lines on a phone. The feature does not affect intercom or 911 calls.

                              Your system administrator sets up a line button or softkey on your phone for DND with the ringer and visual notifications off by default. However, you can change your DND options from your User Options web pages.

                              Turn DND On and Off

                              Procedure
                                Step 1   Press DND to turn on DND. Visual confirmation displays briefly.
                                Step 2   Press DND again to turn off DND. Visual confirmation displays briefly.

                                Extension Mobility

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

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

                                Enable Extension Mobility

                                Procedure
                                  Step 1   Press Applications .
                                  Step 2   Select Extension Mobility. The label may vary.
                                  Step 3   Enter the user ID and PIN provided by your system administrator.
                                  Step 4   If prompted, select a device profile. Running applications also appear in the Running Applications window.
                                  Step 5   To sign out, press Applications .
                                  Step 6   Select Extension Mobility. The label may vary.
                                  Step 7   When prompted to sign out, press Yes.

                                  Fast Dial

                                  Fast Dial allows you dial a phone number from the Fast Dial service on your phone. Before you can use Fast Dial on your phone, you must set up Fast Dial on your User Options web page.

                                  Related Information

                                  Place Call with Fast Dial Button

                                  Before You Begin

                                  Before you can use Fast Dial on your phone, you must set up Fast Dial on your User Options web page.

                                  Procedure
                                    Step 1   Press Fast Dial.
                                    Step 2   Sign in to Personal Directory.
                                    Step 3   Select Personal Fast Dials.
                                    Step 4   Select a fast-dial code and then press the Dial softkey.

                                    Forced Authorization Code

                                    Your system administrator can set up your phone to request that you enter a Forced Authorization Code (FAC) after you dial a phone number. The FAC controls access to phone numbers, and your system administrator assigns FACs.

                                    When required, the phone displays Enter Authorization Code, the dialed number changes to "********", and you hear a special tone. Enter the FAC for the call using the keypad, noting that the phone displays a "*" instead of the number entered.

                                    Related Information

                                    Hold

                                    Hold allows you to put an active call into a held state. Your phone allows one active call at a time; other calls are put on hold.

                                    Hold works with your phone handset as well as with USB headsets.

                                    Put Call on Hold

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

                                      The Hold icon displays and the line button pulses green.

                                      Step 2   To resume the highlighted call, do one of these:
                                      • Press the pulsing green line button.
                                      • Press the Resume softkey.
                                      • Press the Select button in the Navigation pad.

                                      Swap Between Holding and Active Calls

                                      You can use line buttons to swap between holding and connected calls. For example, if you have a held call and an active call, pressing the line button for the held call resumes that call and places the other call on hold automatically.

                                      Put Call On Hold by Answering New Call

                                      If you are already on a call and receive a new call, answering the new call puts the first call on hold automatically.

                                      You can answer the new call by:

                                      • Pressing the flashing amber line button.
                                      • Navigating to the new call by using the Navigation pad and either pressing the Answer softkey or the Select button.

                                      Determine If Shared Line Is On Hold

                                      Procedure
                                      Look for a pulsing red line button and the Hold icon. When these indicators display, a call on the shared line has been put on hold remotely by another user.

                                      Remote Hold

                                      When you place a call on hold while using a shared line, the line button pulses green and the phone displays the Hold icon. When another phone places a call on hold, the line button pulses red and the phone displays the Remote Hold icon.

                                      Hold Reversion

                                      Hold Reversion notifies you when a call is left on hold.

                                      A Hold Reversion notification is similar to a new call notification and includes these cues:

                                      • Single ring, repeating at intervals
                                      • Flashing amber line button
                                      • Flashing message indicator on the handset
                                      • Visual notification on the phone screen

                                      Respond to Hold Reversion Notification

                                      Procedure
                                      Press the flashing amber line button or Answer to resume the call from hold.

                                      Hunt Groups

                                      Hunt Groups are used to share the call load in organizations that receive a large number of incoming calls.

                                      Your system administrator sets up a hunt group with a series of directory numbers. 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.

                                      If you are a member of a hunt group, you sign in to a hunt group when you want to receive calls, and you sign out of the group when you want to prevent calls from ringing on your phone.

                                      Your administrator sets up the Queue Status button so that you can view statistics about the queue for the hunt group.

                                      Calls in the group call queue display the same call identification number, no matter which group phone accesses the list.

                                      Sign In and Out of Hunt Group

                                      Signing out of a hunt group does not prevent direct calls from ringing your phone.

                                      Procedure
                                        Step 1   Press Hunt Group to sign in. Visual confirmation displays briefly.
                                        Step 2   Press Hunt Group again to sign out.

                                        Display Queue Statistics

                                        Use the queue statistics to check the status of the hunt group queue.

                                        Procedure
                                          Step 1   Press Queue Status. The Queue status window appears.
                                          Step 2   To refresh the statistics, press Refresh.
                                          Step 3   To exit, press Exit.

                                          Intercom

                                          Intercom allows you to place and receive one-way calls using a dedicated or dialable intercom line.

                                          When you place an intercom call, the recipient’s phone autoanswers with mute activated (whisper mode) and broadcasts your message through the recipient’s speakerphone, headset, or handset, if one of these devices is active.

                                          After receiving the intercom call, the recipient can initiate two-way audio (connected mode) to allow for further conversation.

                                          Place Dedicated Intercom Call

                                          Procedure
                                            Step 1   Press Intercom. Your phone enters whisper mode until the recipient accepts the intercom call. If you are on an active call, that call is placed on hold.
                                            Step 2   Listen for the intercom alert tone, then begin speaking.
                                            Step 3   Press Intercom to end the call.

                                            Place Dialable Intercom Call

                                            Procedure
                                              Step 1   Press Intercom.
                                              Step 2   Enter the intercom code. Your phone enters whisper mode until the recipient accepts the intercom call. If you are on an active call, that call is placed on hold.
                                              Step 3   Listen for the intercom alert tone, then begin speaking.
                                              Step 4   Press Intercom to end the call.

                                              Receive Intercom Call

                                              Procedure
                                                Step 1   When an intercom call comes to your phone, you receive a message on your phone screen, an audible alert, and your phone answers the intercom call with mute activated. You can handle the intercom call in one of these ways:
                                                • Listen to the intercom caller in whisper mode. Any current call activity you are already engaged in continues simultaneously. In whisper mode, the intercom caller cannot hear you.
                                                • Press Intercom to switch to connected mode. In connected mode, you can speak to the intercom caller.
                                                Step 2   Press Intercom to end the call.

                                                Line Status

                                                Line Status indicators allow you to view the state of a phone line that is associated with a speed-dial button.

                                                Your system administrator sets up Line Status indicators on your phone.

                                                Line Status Indicators

                                                Line status indicators show the state of a line.

                                                Icon

                                                Indicator

                                                Line is in use.

                                                Line is idle.

                                                Line is ringing. Only for Call Pickup.

                                                Line is in a Do Not Disturb (DND) state.

                                                Line status indicators can be set up on speed-dial buttons by your system administrator and can be used with these features:
                                                • Directed Call Park

                                                  Allows you to monitor the line status of (and dial) a Directed Call Park number on a speed-dial button.

                                                • Directed Call Park

                                                  Allows you to monitor the line status of (and dial) a Directed Call Park number on a speed-dial button.

                                                • Call Pickup

                                                  Allows you to monitor the line status of (and pick up a ringing call on) a ringing call on a speed-dial button.

                                                  Your system administrator can also set up your phone to play an audible alert when a call is ringing on the monitored line.
                                                • Speed Dial

                                                  Allows you to monitor the status of (and dial) a specific number on a speed-dial button. If the monitored line is unavailable, the Line Status button changes to a normal speed-dial button.

                                                Related References

                                                Malicious Call Identification

                                                Malicious Call Identification (MCID) allows you to identify an active call as suspicious, which initiates a series of automated tracking and notification messages.

                                                Trace Suspicious Call

                                                Procedure
                                                Press Report Caller to send a silent notification message to your system administrator.

                                                When the silent notification message is sent, your phone provides both a visual and audible confirmation.


                                                Meet Me Conference

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

                                                The Meet Me conference begins when the host connects. Participants who call the conference before the host has joined hear a busy tone and must dial again.

                                                The conference ends when all participants hang up; the conference does not automatically end when the host disconnects.

                                                Host Meet Me Conference

                                                Procedure
                                                  Step 1   Obtain a Meet Me phone number from your system administrator.
                                                  Step 2   Distribute the Meet Me phone number to participants.
                                                  Step 3   When you are ready to start the meeting, lift the handset to get a dial tone and then press Meet Me.
                                                  Step 4   Dial the Meet Me phone number.

                                                  Join Meet Me Conference

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

                                                    Mobile Connect

                                                    Mobile Connect allows you to use your mobile phone to handle calls associated with your desk phone number.

                                                    When you enable Mobile Connect:

                                                    • Your desk phone and remote destinations (your mobile phones) receive calls simultaneously.
                                                    • When you answer the call on your desk 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 and desk phone stop ringing and are disconnected, and a missed call message is shown on the other remote destinations.
                                                    • When you answer the call on one remote destination and then switch the call to a Cisco Unified device that shares lines, the Cisco Unified devices that share the same line display a Remote In Use message.

                                                    To set up 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.

                                                    Related Information

                                                    Turn On or Off Mobile Connect to All Remote Destinations from Desk Phone

                                                    Procedure
                                                      Step 1   Press Mobility to display the current remote destination status (Enabled or Disabled).
                                                      Step 2   Press Select to change the status.
                                                      Step 3   Press Exit.

                                                      Related Tasks

                                                      Switch Desk Phone Call to Mobile Phone

                                                      Procedure
                                                        Step 1   Press Mobility.
                                                        Step 2   Select To mobile.
                                                        Step 3   Answer the in-progress call on your mobile phone.

                                                        You cannot use the same phone line for any other calls, but if your desk phone supports multiple lines, you can use another line to make or receive calls.

                                                        The desk phone line button turns red and the handset icons and the calling party number appear on the phone display.


                                                        Switch Mobile Call to Desk Phone

                                                        Procedure
                                                          Step 1   Select a line on your desk phone.
                                                          Step 2   Hang up the call on your mobile phone to disconnect the mobile phone, but not the call.
                                                          Step 3   Press Resume on your desk phone within five to 10 seconds and start talking on the desk phone.

                                                          Hand Off Call from Mobile Phone to Desk Phone

                                                          Procedure
                                                            Step 1   While on your mobile phone, enter the access code for the handoff feature.

                                                            Contact your system administrator for a list of access codes.

                                                            Step 2   Hang up the call on your mobile phone to disconnect the mobile phone, but not the call.
                                                            Step 3   Press the Answer softkey on your desk phone within 10 seconds and start talking on the desk phone. Your system administrator sets the number of seconds to answer the call on your desk phone. The Cisco Unified devices that share the same line display a Remote In Use message.

                                                            Monitoring and Recording

                                                            Monitoring and Recording allows you to monitor and record calls if desired. Your system administrator enables this feature, which can be set up for automatic recording of all calls or recording of individual calls, when required.

                                                            You can start or stop a recording by pressing Record on your phone.

                                                            You may hear notification tones during call monitoring and recording. By default, the person who monitors the call and records it (if also configured) does not hear the notification tones.

                                                            For more information, contact your system administrator.

                                                            Multiple Calls Per Line

                                                            Each line can support multiple calls. By default, your phone supports four active calls per line, and a maximum of 24 active calls per line. Your system administrator can adjust this number (not exceeding 24 calls) according to your need. Only one call can be connected at any time; other calls are automatically placed on hold.

                                                            If there are multiple calls on the line when a call completes, the phone screen displays a list of other calls on the line.

                                                            Answer Second Call on Same Line

                                                            Procedure
                                                            To answer a second call on the same line, press the flashing amber line button.

                                                            The phone places any active calls on hold, and the second call becomes active.

                                                            The phone screen text changes based on the active call and the number of calls on the line.


                                                            Switch Between Multiple Calls on Same Line

                                                            Procedure
                                                              Step 1   Select a call using one of the following actions:
                                                              • Use the Navigation pad and Select button to select a call.
                                                              • Press the line button to switch between two calls on the same line.
                                                              Step 2   If there are more than two calls on the line, select the call from the call list and resume the call.

                                                              Move from Line to Another Line with Multiple Calls

                                                              Procedure
                                                                Step 1   Press the line button for the call to which you are switching.

                                                                If a single call is holding on the line, the call automatically resumes.

                                                                Step 2   If multiple calls are holding, the phone prompts you to select a call. Highlight the appropriate call and press Resume.

                                                                Create Conference with Two Calls on Same Line

                                                                Procedure
                                                                  Step 1   With two connected calls on the same line, select a call to make it the active call (the second call is put on hold).
                                                                  Step 2   Press Conference.
                                                                  Step 3   Perform one of the following actions:
                                                                  • Enter the new participant's phone number and wait for the call to connect.
                                                                  • Select the call to add to the conference from the list of calls on the line.
                                                                  • Press another line button and select a call from that call list.
                                                                  Step 4   After calling a new conference participant, but before adding the participant to the conference, you can press Swap to toggle between the two calls.

                                                                  This allows you to consult privately with the participant on each call before you complete the conference.

                                                                  Step 5   Press Conference to add the participant to your call. This step is not required if you are adding the participant from a separate line that has only one connected call.

                                                                  The conference begins.

                                                                  Step 6   Repeat to add additional participants.

                                                                  Transfer Two Calls on Same Line

                                                                  Procedure
                                                                    Step 1   Verify that you are on an active call (not on hold).
                                                                    Step 2   Press Transfer.
                                                                    Step 3   Perform one of the following actions:
                                                                    • Enter the transfer recipient's phone number.
                                                                    • Press a speed-dial button.
                                                                    • Select the call to transfer to from the list of calls on the line.
                                                                    • Press another line button and select a call from that call list.
                                                                    Step 4   Wait for the recipient to answer. Or, skip to Step 6 while the call is ringing.
                                                                    Step 5   You can press Swap to toggle between the two calls.

                                                                    This allows you to consult privately with the participant on each call before you complete the transfer.

                                                                    Step 6   Press Transfer again. This step is not required if you are transferring to a call on a separate line that has only one connected call

                                                                    The transfer is complete.


                                                                    Multiple Incoming Alert Calls

                                                                    If there is a second incoming call on the line while the first call is ringing, the phone screen text changes according to the total number of incoming calls.

                                                                    • If there are more incoming calls, press Answer to view all calls on all lines.
                                                                    • If there is any incoming call on the same line, the phone adds the call to the call list. If you press the line button, you can view the list of calls on the line.
                                                                    • If there are two simultaneous incoming calls on the phone:
                                                                      • Press Answer or line button to answer the call.
                                                                      • Press the line button of another line to view the list of incoming calls on that line.

                                                                    Shared Line

                                                                    If there are two or three remote calls on the shared line, the caller ID indicates the number of calls on the line and the state of the call.

                                                                    • If at least one call is on hold on the line, the line button flashes red.
                                                                    • If all the calls are active, the line button flashes solid red.

                                                                    Mute

                                                                    Mute allows you to block audio input for your handset, headset, and speakerphone, so that you can hear other parties on the call but they cannot hear you. Video Mute allows you to block video for your camera, so that you can see other parties on the video call, but they cannot see you.

                                                                    Mute Phone

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

                                                                      Mute Video

                                                                      Procedure
                                                                        Step 1   Press the Video Mute button to mute the camera video.

                                                                        Visual confirmation displays.

                                                                        Step 2   Press the Video Mute button again to unmute the camera video.

                                                                        On-Hook Dialing

                                                                        On-hook dialing allows you to enter a phone number before getting a dial tone and lift the handset to complete the call.

                                                                        Your system administrator can enable your phone to check your Call History records and display the closest matches while you are entering the number. For example, if your Call History has the entry 987-6543, this entry displays as you enter the digits 987. When the desired number displays, you can select it to place the call to that number.

                                                                        Dial number On-Hook

                                                                        Procedure
                                                                          Step 1   Enter or speed-dial a phone number. The On-Hook Dialing screen displays.
                                                                          Step 2   Press Call. If you are specifying an Abbreviated Dial, enter the abbreviated number and then press Speed Dial.
                                                                          Step 3   Lift the handset, or press the Speakerphone or Headset button.
                                                                          Step 4   If you hear a tone and see the message "Enter Authorization Code," enter the Forced Authorization Code (FAC) given to you by your system administrator.

                                                                          If authorized by the system, the call proceeds.

                                                                          Step 5   If you hear a tone and see the message "Enter Client Matter Code", enter the Client Matter Code (CMC) given to you by your system administrator.

                                                                          If authorized by the system, the call proceeds.


                                                                          Dial Number On-Hook with Call Log Filtering

                                                                          Procedure
                                                                            Step 1   With the phone on-hook, start to enter a phone number.

                                                                            As you enter numbers, the phone searches the call history records and finds the records that match the digits entered.

                                                                            Step 2   If there are matching records, use the Navigation pad and Select button to select the number or continuing entering the digits of the phone number.
                                                                            Step 3   Select Call.

                                                                            The phone places a call to the selected number.


                                                                            Plus Dialing

                                                                            Plus Dialing allows you to press and hold the star (*) key for at least 1 second to insert a plus (+) sign as the first digit in a phone number for international dialing. The plus sign applies only for on-hook or off-hook calling.

                                                                            When you see phone numbers with the + sign in them, you can select and dial the entry without having to add digits for international calls.

                                                                            Dial International Number

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

                                                                              Privacy

                                                                              Privacy allows you to prevent others who share your line from seeing information about your calls.

                                                                              Privacy applies to all shared lines on your phone. If you have multiple shared lines and Privacy is enabled, others cannot view any of your shared lines.

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

                                                                              Related Information

                                                                              Enable Privacy on Shared Line

                                                                              Procedure
                                                                                Step 1   Press Privacy to enable the feature. Visual confirmation displays on your phone screen for as long as the feature is enabled.
                                                                                Step 2   Press Privacy again to turn off the feature.

                                                                                Quality Reporting Tool

                                                                                Your system administrator may temporarily configure your phone with the Quality Reporting Tool (QRT) to troubleshoot performance problems. Depending on configuration, use the QRT to:

                                                                                • Immediately report an audio problem on a current call.
                                                                                • Select a general problem from a list of categories and choose reason codes.

                                                                                Report Phone Problems

                                                                                Procedure
                                                                                  Step 1   Press Report Quality.
                                                                                  Step 2   Use the Navigation pad and the Select button to scroll and select the item that most closely matches your problem.
                                                                                  Step 3   Press the Select softkey. The information is sent to your system administrator.

                                                                                  Redial

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

                                                                                  Redial Number

                                                                                  Procedure
                                                                                    Step 1   To place the call on any phone line, press Redial.
                                                                                    Step 2   To place the call on a specific phone line, select the line to obtain dial tone and press Redial.

                                                                                    Secure and Nonsecure Indication Tone

                                                                                    When a phone is configured as secure (encrypted and trusted), it can be given a "protected" status. After a phone is protected, the protected phone can be configured to play an indication tone at the beginning of a call.

                                                                                    Only protected phones hear these secure or nonsecure indication tones. Nonprotected phones do not hear the secure or nonsecure tones. If the overall call status changes during the call, the protected phone plays the appropriate tone.

                                                                                    A protected phone plays a tone or not under these circumstances:
                                                                                    • When the option to play a tone, Play Secure Indication Tone option, is enabled (True):
                                                                                      • When end-to-end secure media is established and the call status is secure, the phone plays the secure indication tone (three long beeps with pauses).
                                                                                      • When end-to-end nonsecure media is established and the call status is nonsecure, the phone plays the nonsecure indication tone (six short beeps with brief pauses).
                                                                                    • When the Play Secure Indication Tone option is disabled, no tone plays.

                                                                                    For more information, contact your system administrator.

                                                                                    Shared Lines

                                                                                    Shared lines allow you to use one phone number for multiple phones and either you or your coworker can answer the call. When the line flashes red, your coworker can pick up the call.

                                                                                    If you share a line with a coworker:

                                                                                    • When a call comes in on the shared line:
                                                                                      • Your phone rings and the line button flashes amber.
                                                                                      • Your coworker's phone rings and the line button flashes amber.
                                                                                    • When your coworker has a call on the shared line:
                                                                                      • The shared line button on your phone appears solid red to indicate that the line is in-use remotely.
                                                                                      • The coworker’s call displays on your screen (unless your coworker has Privacy enabled).
                                                                                    • If you put the call on hold:
                                                                                      • Your line button pulses green
                                                                                      • Your coworker’s line button pulses red.
                                                                                    • You or the coworker can join a call on the shared line using the Barge feature. Barge converts the call into a conference. To barge, press the red session button for the remote in-use call on the shared line.
                                                                                    Related Information

                                                                                    Speed Dial

                                                                                    Speed Dial allows you to press a button and enter a preset code to place a call. Before you can use Speed Dial features on your phone, you must set up speed-dial on your User Options web pages.

                                                                                    Depending on setup, your phone can support these Speed Dial features:

                                                                                    • Speed-dial buttons—Allow you to quickly dial a phone number from one or more line buttons set up for speed dialing. If your system administrator has set up the Line Status feature, you can monitor the status of a speed-dial line by using the line status indicators.
                                                                                    • Speed-dial codes—Allow you to dial a phone number from a code (sometimes referred to as abbreviated dialing).

                                                                                    You can use also use Speed Dial to reach telephone numbers that require a Forced Authorization Code (FAC), Client Matter Code (CMC), or additional digits (such as a user extension, a meeting access code, or a voicemail password). These numbers usually require you to input pause characters in the digit string.

                                                                                    Related Information

                                                                                    Place Call with Speed-Dial Button

                                                                                    Before You Begin

                                                                                    Before you can use speed-dial buttons on your phone, you must set up Speed Dial on your User Options web page.

                                                                                    Procedure
                                                                                    To place a call, press a speed-dial button on the left side of your phone.

                                                                                    Use Speed-Dial Code On-Hook

                                                                                    Before You Begin

                                                                                    Before you can use speed-dial codes on your phone, you must set up the codes on your User Options web page.

                                                                                    Procedure
                                                                                    Enter the speed-dial code and press Speed Dial.

                                                                                    Use Speed-Dial Code Off-Hook

                                                                                    Before You Begin

                                                                                    Before you can use speed-dial codes on your phone, you must set up the codes on your User Options web page.

                                                                                    Procedure
                                                                                      Step 1   Lift the handset and press Speed Dial.
                                                                                      Step 2   Enter the speed-dial code and press Speed Dial again to complete the call.

                                                                                      Transfer

                                                                                      Transfer allows you to redirect a connected call from your phone to another number:

                                                                                      • You can redirect a single call to another number that you specify.
                                                                                      • You can also connect two calls on one line or two different lines to each other (without remaining on the line yourself).

                                                                                      Before completing a transfer procedure, you can press Release or Cancel to cancel the transfer or you can press Swap to toggle between calls, which allows you to speak privately with each party.

                                                                                      Transfer Call to Another Number

                                                                                      Procedure
                                                                                        Step 1   Start with an active call (not on hold).
                                                                                        Step 2   Press Transfer and do one of the following to enter the transfer recipient’s phone number:
                                                                                        • Press the pulsing green session button of a held call (right side).
                                                                                        • Enter the transfer recipient’s phone number.
                                                                                        • Scroll to a Call History record and press Call.
                                                                                        • Press a speed-dial button.
                                                                                        • Press Speed Dial, enter a speed-dial number or highlight the number you want to call, and press Speed Dial again.
                                                                                        • Press Active Calls and select a held call. The transfer completes immediately.
                                                                                        Step 3   Press Transfer or Trnsfer.

                                                                                        You do not need to wait for the recipient to answer to complete the transfer.


                                                                                        Swap Between Calls Before Completing Transfer

                                                                                        After you connect to the transfer recipient—but before you transfer a call to this party—you can press Swap to toggle between the two calls. This allows you to consult privately with the party on each call before you complete the transfer.

                                                                                        Video calls and security

                                                                                        The audio for a call can be secure or nonsecure. Similarly, the video stream for a call can be secure or nonsecure. Depending on the system configuration, the Secure icon displays when only audio stream is secure or when both audio and video streams are secure. For more information, contact your system administrator.

                                                                                        WebDialer

                                                                                        Cisco WebDialer allows you to make calls on your Cisco Unified IP Phone to directory contacts by selecting items in a web browser. Your system administrator sets up this feature for you.

                                                                                        Use WebDialer with Cisco Directory

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

                                                                                          The call is now placed on your phone.

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

                                                                                          Use WebDialer with Another Online Corporate Directory

                                                                                          Procedure
                                                                                            Step 1   Sign in to a WebDialer-enabled corporate directory and search for coworkers.
                                                                                            Step 2   Select the number that you want to dial.
                                                                                            Step 3   When prompted, enter your user ID and password.
                                                                                            Step 4   If this is your first time using WebDialer, review the preferences on the Make Call window.
                                                                                            Step 5   Select Dial.

                                                                                            The call is now placed on your phone.

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

                                                                                            Change WebDialer Preferences

                                                                                            Procedure
                                                                                              Step 1   Initiate a call using WebDialer to access the Make Call window.

                                                                                              The Make Call window displays the first time that you use WebDialer (after you select the number that you want to dial).

                                                                                              Step 2   Select one of the following options from the Make Call window:
                                                                                              • Preferred language: Determines the language used for WebDialer settings and prompts.
                                                                                              • Use preferred device: Identifies the Cisco Unified IP Phone (calling device) and directory number (calling line) that you use to place WebDialer calls.

                                                                                              If you have one phone with a single line, the appropriate phone and line are automatically selected.

                                                                                              Step 3   If the phone and line are not automatically selected, choose a phone or line.

                                                                                              If you have more than one phone of the same type, the list identifies the phone by device type and MAC address. To display the MAC address on your phone, select Applications > Phone Information.

                                                                                              Step 4   If you have an Extension Mobility profile, select Extension Mobility from the Calling Device drop-down menu from the Make Call window.
                                                                                              • Do not display call confirmation: If selected, the WebDialer Make Call window does not display the next time WebDialer is used. Calls will automatically dial after you select a contact from the Cisco directory.
                                                                                              • Disable Auto Close: If selected, the call window does not close automatically after 15 seconds.

                                                                                              Sign Out of WebDialer

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