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Cisco IP Communicator Administration Guide (2.0)
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Preface
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An Overview of Cisco IP Communicator
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Preparing to Deploy Cisco IP Communicator
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Deploying and Updating Cisco IP Communicator
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Configuring the Application
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Configuring Features and Services
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Customizing Cisco IP Communicator
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Viewing Operational Information
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Troubleshooting Cisco IP Communicator
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Providing Information to Users Via a Website
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Index
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PDF of the Entire Book
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Table Of Contents
Configuring Features and Services
Telephony Features Available for Cisco IP Communicator
Configuring Corporate and Personal Directories
Searching Directories with Cisco IP Communicator
Integrating Cisco Unified CallManager with a Directory Server
Understanding How Quick Search Works
How to Configure Quick Search Using the Directory Wizard
How to Configure Quick Search Manually
Specifying User Authentication Information for Quick Search
Applying Dialing Rules to Quick Search Dialing
Configuring Personal Directory
Modifying Phone Button Templates
Adding Users to Cisco Unified CallManager
Disabling Local Settings Access
Installing the Cisco IP Telephony Locale Installer
Configuring Features and Services
After you add a Cisco IP Communicator device to Cisco Unified CallManager, you can use the Cisco Unified CallManager Administration web application to configure telephony features, install locales other than English, modify phone templates, assign users, and set up services for Cisco IP Communicator. You can also configure product-specific settings for Cisco IP Communicator.
After you run the Cisco IP Communicator Administration Tool, you can use the Directory Wizard to set up the Quick Search and Dialing Rules features to work with directories that are located on the Cisco Unified CallManager server.
Tip
In general, it is preferable to configure the settings in Cisco Unified CallManager Administration before deploying Cisco IP Communicator to ensure that features are set up properly for the user at first launch and will remain consistent thereafter.
This chapter contains the following topics:
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Telephony Features Available for Cisco IP Communicator
After you add Cisco IP Communicator devices to Cisco Unified CallManager, you can add functionality to those devices. Table 5-1 includes a list of supported telephony features, many of which you can configure using the Cisco Unified CallManager Administration web application. The Configuration Reference column lists Cisco Unified CallManager documentation that contains configuration procedures and related information.
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http://www.cisco.com/en/US/products/sw/voicesw/ps556/tsd_products_support_series_home.html
Table 5-1 Configuring telephony features using Cisco Unified CallManager Administration
Abbreviated dialing
A user can configure up to 99 speed-dial entries. Speed-dial entries that are not assigned to the speed-dial buttons on the IP Communicator are used for abbreviated dialing. When a user starts dialing digits, the AbbrDial softkey appears, and the user can access any speed-dial entry by entering the appropriate index.
See the Cisco Unified CallManager Administration Guide for information about abbreviated dialing and speed dialing.
Auto answer
Causes the speakerphone or headset to go off-hook automatically when an incoming call is received.
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Barge
Allows a user to join an in-progress call on a shared line. Phones support Barge in two conference modes:
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See the Cisco Unified CallManager Features and Services Guide.
Block external to external transfer
Prevents users from transferring an external call to another external number.
See the Cisco Unified CallManager Features and Services Guide.
Call display restrictions
Determines the information that will display for calling or connected lines, depending on the parties who are involved in the call.
See the Cisco Unified CallManager Features and Services Guide.
Call park
Places the call on hold so that anyone connected to the Cisco Unified CallManager system can retrieve the call.
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Call pickup
Picks up incoming calls within a group.
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Call waiting
Receives a second incoming call on the same line without disconnecting the first call.
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Caller ID
Displays the telephone number and name of the caller.
See the Cisco Unified CallManager Administration Guide.
Cisco Call Back
Allows a user to receive call back notification on a Cisco IP Phone when a called party's line becomes available.
See the Cisco CallManager Features and Services Guide for configuration instructions.
Cisco Unified CallManager Assistant
Enables managers and their assistants to work together more effectively by providing a call-routing service, enhancements to phone capabilities for the manager, and desktop interfaces that are primarily used by the assistant.
See the Cisco Unified CallManager Features and Services Guide and Cisco Unified CallManager Administration Guide for system requirements, installation and configuration instructions, and use information.
Client matter codes (CMC)
Enables a user to specify that a call relates to a specific client matter.
See the Cisco CallManager Features and Services Guide
Conference
Initiates an ad hoc conference and then conferences in other participants one at a time.
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Configurable call forward display
Allows you to specify information that appears on a phone when a call is forwarded. This information can include the caller name, caller number, redirected number, and original dialed number.
See the Cisco Unified CallManager Administration Guide.
Direct transfer
Joins two established calls (calls that are on hold or in connected state) into one call and drops the feature initiator from the call. Does not initiate a consultation call and does not put the active call on hold.
See the Cisco Unified CallManager System Guide.
Forced authorization codes (FAC)
Controls the types of calls that certain users can place.
See the Cisco Unified CallManager Features and Services Guide
Ring setting
Identifies ring type used for a line when a phone has another active call.
See the Cisco Unified CallManager Administration Guide.
Users can adjust their ring settings from the Cisco Unified CallManager User Options web pages by clicking Change the Ring Settings for your phone.
Forward
Forwards all calls to the designated directory number.
See the Cisco Unified CallManager Administration Guide.
Group call pickup
Allows users to pick up incoming calls within their own group or in other groups.
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Hold
Places an active call on hold.
Requires no configuration, unless you want to use music on hold; see "Music-on-Hold" in this table for information.
Immediate Divert
Immediately diverts a call to a voice messaging system. When a call is diverted, the line becomes available to make or receive new calls.
See the Cisco Unified CallManager Features and Services Guide.
Join
Allows a user to initiate an ad hoc conference by using the Join softkey.
Join does not create a consultation call and does not put the active call on hold. Join can include more than two calls, which results in a call with more than three parties.
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Malicious caller identification (MCID)
Allows you to report a call of a malicious nature by requesting that Cisco Unified CallManager identify and register the source of an incoming call in the network.
See the Cisco Unified CallManager Features and Services Guide.
Meet-Me conference
Enables other callers to join in a conference.
See the Cisco Unified CallManager Administration Guide.
Message waiting
Indicates that one or more voice messages are waiting for a user.
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Multilevel Precedence and Preemption (MLPP)
Allows properly validated users to place priority calls. If necessary, users can preempt lower-priority phone calls. Also allows the use of the call-forward alternate party (CFAP) feature for forwarding a precedence call.
See the Cisco Unified CallManager Features and Services Guide for configuration procedures.
Music-on- hold
Plays music while callers are on hold.
See the Cisco Unified CallManager Features and Services Guide.
Privacy
Enables or disables whether users with phones that share the same line can view call status and can barge a call.
See the Cisco Unified CallManager Features and Services Guide for system requirements, configuration instructions, and use information.
Quality Reporting Tool (QRT)
Allows users to use the QRT softkey on a phone to submit information about problem phone calls. QRT can be configured for either of two user modes, depending upon the amount of user interaction desired with QRT.
See the Cisco Unified CallManager Features and Services Guide.
Redial
Redials the last number dialed on the Cisco IP Phone.
Requires no configuration.
Services
Allows you to use the Cisco IP Phone Services Configuration menu in Cisco Unified CallManager Administration to define and maintain the list of phone services to which users can subscribe.
See the Cisco Unified CallManager Administration Guide and to Cisco Unified CallManager System Guide for more information.
Services URL button
Provides one-touch access to information services.
See the Cisco Unified CallManager Administration Guide for configuration procedures.
Speed-dial
Dials a specified number that has been previously stored.
See the Cisco Unified CallManager Administration Guide.
Time-of-Day Routing
Restricts access to specified telephony features by time period.
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Transfer
Transfers an active call to another directory number.
Requires no configuration.
Video Support
Enables video support.
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Voice messaging system
Enables callers to leave voice messages if calls are unanswered.
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Configuring Corporate and Personal Directories
This section contains these topics:
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Searching Directories with Cisco IP Communicator
Table 5-2 provides a summary of directory search features that are supported by Cisco IP Communicator.
Table 5-2 Directory search features supported by Cisco IP Communicator
Corporate directory searches via the Directories button
Click the Directories button on the Cisco IP Communicator interface or enter a shortcut (Ctrl + D), then choose the directory from the phone screen menu.
If necessary, integrate Cisco Unified CallManager with a directory server; no additional configuration is required.
See the "Integrating Cisco Unified CallManager with a Directory Server" section.
Corporate and personal directory searches via the Quick Search feature
Right-click on the Cisco IP Communicator interface and choose Quick Search, or enter a shortcut (Alt + K).
This feature is specific to Cisco IP Communicator.
Use the Cisco IP Communicator Directory Wizard to configure the Quick Search feature (as well as the Dialing Rules feature).
Users can create personal directories by subscribing to the Personal Address Book service from the User Options web page.
See the "Configuring Quick Search" section and the "Configuring Personal Directory" section.
Personal directory searches via the Services button
Click the Services button on the Cisco IP Communicator interface or enter a shortcut (Ctrl + R)1 , then choose the Personal Address Book service from the phone screen menu.
Users create personal directories by subscribing to the Personal Address Book service from the User Options web page.
1 In all releases prior to Release 2.0, this keyboard shortcut is Ctrl + V
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Integrating Cisco Unified CallManager with a Directory Server
To allow searches against corporate directories via the Directories button on the Cisco IP Communicator interface, integrate Cisco Unified CallManager with a directory server (if necessary). You might have already completed this task to support other phone devices in your network.
For help, see the Installing and Configuring the Cisco Customer Directory Configuration Plugin, a document which guides you through the process of integrating Cisco Unified CallManager with Microsoft Active Directory and Netscape Directory Server.
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Configuring Quick Search
To configure Quick Search—a feature specific to Cisco IP Communicator—use the Directory Wizard. (To install the Directory Wizard, run the Cisco IP Communicator Administration Tool. See the "Running the Cisco IP Communicator Administration Tool" section on page 2-17 for details.)
See the following topics for more information:
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Tip
Understanding How Quick Search Works
If you want to set up Quick Search to access a personal or corporate directory that exists on the Cisco Unified CallManager server, use the Directory Wizard. The Directory Wizard creates an XML configuration file (LdapDirectories.xml) that tells Cisco IP Communicator which LDAP directories to search.
Cisco IP Communicator downloads this file at startup and saves the list of specified LDAP directories. When a user invokes the Quick Search feature, Cisco IP Communicator searches the specified LDAP directories, stopping at the first directory where one or more matches are found. (Therefore, if you have two directories specified, and your search string is matched in the first directory, the second directory will not be searched, regardless of whether or not it contains matching entries.)
You can apply Quick Search configuration to all devices in a Cisco Unified CallManager cluster by using the Cisco IP Communicator Directory Wizard, or you can manually create a custom Quick Search XML file to apply to a specific device.
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How to Configure Quick Search Using the Directory Wizard
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To configure Quick Search for all Cisco IP Communicator devices in a Cisco Unified CallManager cluster, follow the procedure below.
Before You Begin
First, you must run the Cisco IP Communicator Administration Tool, which installs the Directory Wizard. It is recommended that you run this Tool on the Cisco Unified CallManager publisher. (See the "Running the Cisco IP Communicator Administration Tool" section on page 2-17 for details.)
Procedure
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Based on the information that you input, the Directory Wizard creates directory and/or Dialing Rules configuration files and stores these files in the appropriate location on the server so that Cisco Unified CallManager can access them.
Tips for Using Directory Wizard
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How to Configure Quick Search Manually
You must manually create the Quick Search configuration file if either of the following situations apply to you:
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Before You Begin
If you have not done so already, run the Cisco IP Communicator Administration Tool. This tool installs the LDAP directories ReadMe file (LdapDirectories.README.TXT).
Procedure
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Specifying User Authentication Information for Quick Search
Cisco Unified CallManager uses a Lightweight Directory Access Protocol (LDAP) directory to store authentication and authorization information. Authentication establishes the user's right to access the system and identifies the telephony resources that a user is permitted to use, such as a specific telephone extension.
In order to configure Quick Search, you must decide how user authentication is going to work. (This is true whether you configure Quick Search manually or by using the Directory Wizard.)
Here are your options:
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Applying Dialing Rules to Quick Search Dialing
The Cisco IP Communicator Dialing Rules feature applies pre-established dialing rules stored in Cisco Unified CallManager to Quick Search phone numbers.
Before you can use the Cisco IP Communicator Dialing Rules feature, you need to make sure that dialing rules have already been established for your Cisco Unified CallManager cluster. To set up dialing rules in Cisco Unified CallManager, you can set up route patterns to apply to all methods of making a call, or you can set up application dialing rules to apply to calls made using an application like Cisco IP Communicator. (For more information about your route plan options, see the Cisco Unified CallManager System Guide and the Cisco Unified CallManager Administration Guide.)
If you are using application dialing rules (instead of a route pattern), you need to set up a configuration file that tells Cisco IP Communicator where to find the dialing rules stored in Cisco Unified CallManager. To set up the Dialing Rules file, launch the Cisco IP Communicator Directory Wizard and follow the relevant steps. (The wizard can help you configure the Quick Search feature as well as Dialing Rules.) See the "How to Configure Quick Search Using the Directory Wizard" section.
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Configuring Personal Directory
Personal Directory provides a personal address book stored in the Cisco Unified CallManager Lightweight Directory Access Protocol (LDAP) directory. It also provides a Cisco Unified IP Phone synchronizer, and two Cisco Unified IP Phone services: the Personal Address Book (PAB) service and the Personal Fast Dial service. The Cisco IP Phone Address Book Synchronizer allows users to synchronize Microsoft Outlook and Outlook Express address book entries with the directory in Cisco Unified CallManager. From Cisco IP Communicator, a user can search and dial from the PAB service.
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How users configure Quick Search to access a Personal Address Book
If properly configured, Quick Search will search against a user's Personal Address Book (PAB) first, and against a corporate directory second. Quick Search will stop at the first directory where it finds a match.
To allow Quick Search to access a user's PAB, the following conditions must be met:
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How users configure the Personal Address Book
To configure Personal Directory users must access their User Options web pages. Users do this from the Cisco IP Communicator interface (right-click menu > User Options...) Access depends upon users first entering their Cisco Unified CallManager credentials (right-click > Preferences > User).
If users want to synchronize with Microsoft Outlook, they must also install the Cisco Unified IP Phone Address Book Synchronizer utility, provided by you. To obtain this software, choose Application > Install Plugins from the Cisco Unified CallManager Administration web application and click Cisco Unified IP Phone Address Book Synchronizer. For more information, see the Cisco Unified CallManager documentation.
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Modifying Phone Button Templates
Phone button templates let you assign features to line/speed dial buttons.
Ideally, you modify templates before registering devices on the network. In this way, you can access customized template options from Cisco Unified CallManager during registration.
To modify a template, choose Device > Device Settings > Phone Button Template from the Cisco Unified CallManager Administration web application. To assign a template to a device, use the Phone Button Template field in the Cisco Unified CallManager Administration Phone Configuration page. See the Cisco Unified CallManager Administration Guide and Cisco Unified CallManager System Guide for more information.
The default Cisco IP Communicator template uses buttons 1 and 2 for lines and assigns buttons 3 through 8 as speed dial. Access other telephony features, such as call park, call forward, redial, hold, resume, voice messaging system, conferencing, and so on using softkeys in the Cisco IP Communicator interface.
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Configuring Softkey Templates
Using Cisco Unified CallManager, you can manage softkeys associated with applications that are supported by Cisco IP Communicator. Cisco Unified CallManager supports two types of softkey templates: standard and nonstandard. An application that supports softkeys can have one or more standard softkey templates associated with it. You cannot modify standard softkey templates (modify nonstandard templates only).
To configure softkey templates, select Device > Device Settings > Softkey Template from the Cisco Unified CallManager Administration web application. To assign a softkey template to a device, use the Softkey Template field in the Cisco Unified CallManager Administration Phone Configuration page. See the Cisco Unified CallManager Administration Guide, Cisco Unified CallManager System Guide for more information.
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Setting Up Services
Users can click the Services button on Cisco IP Communicator to access XML applications that enable the display of interactive content with text and graphics on the Cisco IP Communicator phone screen. Examples of services include local movie times, stock quotes, and weather reports.
Before a user can access most services:
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Before you set up services, gather the URLs for the sites you want to set up and verify that users can access those sites from your corporate IP telephony network.
To set up these services, choose Feature > Cisco Unified IP Phone Services from the Cisco Unified CallManager Administration web application. See the Cisco CallManager Administration Guide and Cisco Unified CallManager System Guide for more information.
After you configure these services, verify that your users have access to the User Options web pages, from which they can select and subscribe to configured services. See the "Helping Users Subscribe to Services and Configure Features" section on page A-3 for a summary of the information that you must provide to end users.
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Adding Users to Cisco Unified CallManager
Adding users to Cisco Unified CallManager Administration allows you to display and maintain information about users and allows each user to perform the following actions:
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You can add users to Cisco Unified CallManager using either of these methods:
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See the Cisco Unified CallManager Administration Guide for more information about adding users. See the Cisco Unified CallManager System Guide for details about user information.
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See the Bulk Administration Tool User Guide for Cisco Unified CallManager for details.
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Disabling Local Settings Access
You can disable local access to network settings for a device. Doing so causes the affected settings to appear grayed-out on the Cisco IP Communicator interface.
To disable settings, select Disabled from the Settings Access drop-down menu located in the Cisco Unified CallManager Phone Configuration page. This will disable access to the following:
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You might choose to disable settings access if you want to prevent users from modifying settings that you have already specified and which are normally accessible from the client PC (such as Alternate TFTP server). In this case, you should disable access at the time that you provision the Cisco IP Communicator device record rather than after the user launches the application. Otherwise, if a user modifies these settings, you will be locked out of performing any changes remotely and will need to override local settings from the client desktop.
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Installing the Cisco IP Telephony Locale Installer
If you are using Cisco Unified IP Phones in a locale other than English, you should install the Cisco IP Telephony Locale Installer on every Cisco Unified CallManager server in the cluster. Installing the locale installer ensures that you have the latest translated text, user and network locales, and country-specific phone tones available for the Cisco IP Phones. For more information, see the Using the Cisco IP Telephony Locale Installer at this URL:
http://www.cisco.com/univercd/cc/td/doc/product/voice/
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