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Cisco Unified CallManager Features and Services Guide, Release 4.2(3)
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Index
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Preface
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Cisco Unified CallManager Extension Mobility
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Cisco Unified CallManager Assistant With Proxy Line Support
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Cisco Unified CallManager Assistant With Shared Line Support
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Cisco Call Back
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Client Matter Codes and Forced Authorization Codes
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Music On Hold
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Cisco Unified CallManager AutoAttendant
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Barge, Privacy, and Privacy on Hold
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Call Park and Directed Call Park
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Immediate Divert
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Malicious Call Identification
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Multilevel Precedence and Preemption
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Custom Phone Rings
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Cisco WebDialer
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Cisco Unified CallManager Attendant Console
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Call Display Restrictions
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Quality Report Tool
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External Call Transfer Restrictions
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Cisco Unified CallManager Device Mobility
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Hold Reversion
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FeedbackTable Of Contents
A - B - C - D - E - F - H - I - J - L - M - N - P - Q - R - S - T - U - W -
Index
A
AAR
MLPP interaction 12-35
access control
MLPP numbering plan
example (figure) 12-28
explained 12-27
precedence patterns
example (figure) 12-28
explained 12-27
announcements
blocked precedence 12-25
blocked precedence (figure) 12-25
busy station 12-26
MLPP 12-23
unauthorized precedence 12-24
unauthorized precedence (figure) 12-24
application dial rules
configuring for WebDialer 14-11
Attendant Console, Cisco Unified CallManager
configuration 15-22
configuration checklist 15-24
configuration tool settings 15-62
configuring broadcast hunting 15-61
configuring circular hunting 15-61
configuring held icon timers 15-60
dependency records 15-66
dial rules 15-50
directory 15-14
directory lookup rules 15-50
hunt groups
configuration settings (table) 15-47
deleting members 15-45
updating members 15-45
viewing members 15-45
installation 15-22
interaction with Extension Mobility 15-20
more information 15-67
overview 15-1
performance monitors 15-66
pilot points, configuring 15-31
redundancy 15-16
service parameters 15-49
users 15-2
users, configuring 15-25
using the Attendant Console Configuration Tool 15-61
audio sources
creating for MOH 6-13
for MOH 6-12
managing for MOH 6-14
MOH CD-ROM 6-12
multicast 6-15
unicast 6-15
automated alternate routing (AAR)
MLPP interaction 12-35
B
bandwidth
insufficient with AAR for MLPP 12-35
barge
activating with built-in conference bridge 8-14
configuration checklist (table) 8-15
installing and activating 8-13
interactions and restrictions 8-10
more information 8-19
overview 8-1
service parameters 8-18
softkey 8-5
system requirements 8-9
broadcast hunting
configuring 15-61
built-in conference bridge
barge 8-14
C
call display restrictions
configuration checklist (table) 16-8
configuring 16-8
enabling 16-3
interactions 16-6
introduction 16-2
more information 16-24
overview 16-1
sample configurations 16-16
scenarios 16-5
system requirements 16-4
troubleshooting 16-23
calling search spaces
Cisco Unified CallManager Assistant
configuration tips 2-27
call park
adding a number 9-13
configuration checklist (table) 9-10
configuration settings (table) 9-16
configuring 9-9
deleting a number 9-15
example with MOH 6-7
finding a number 9-11
installing and activating 9-9
interactions 9-6
introduction 9-2
more information 9-18
overview 9-1
restrictions 9-8
setting service parameters 9-11
system requirements 9-6
troubleshooting 9-18
updating a number 9-14
usage example 9-3
call preservation
with MLPP 12-35
call queuing 15-13
configuring 15-61
cBarge
activating with shared conference bridge 8-14
softkey 8-6
CDR
recording for precedence calls 12-34
channel nonpreemptable 12-17
Cisco Call Back
configuration checklist 4-8
description 4-1
interactions and restrictions 4-5
interactions with Call Forward, iDivert, and Voice-Mail System features 4-6
overview 4-1
setting service parameters 4-12
softkey template 4-9
system requirements 4-5
Cisco CRA
viewing trace settings 7-30
Cisco CRA Engine
adding Cisco Unified CallManager AutoAttendant 7-23
adding CTI port group 7-20
configuring for Cisco Unified CallManager AutoAttendant 7-14
configuring JTAPI subsystem 7-19
starting and stopping 7-30
Cisco Customer Response Platform
components 7-4
Cisco Device Mobility
configuration checklist 19-14
configuration tips 19-13
configuring 19-9
enabling/disabling 19-15
feature interactions 19-8
feature restrictions 19-8
installing 19-9
network considerations 19-12
operations 19-2
overview 19-2
supported phone models 19-9
system requirements 19-8
troubleshooting 19-17
viewing roaming parameters 19-17
Cisco Extension Mobility
adding 1-26
configuration checklist 1-22
configuration checklist (table) 1-22
configuration example 1-21
configuring 1-19
description 1-4
device profiles 1-2
equivalency 1-11
illustrated (figure) 1-5
installing 1-16
login call flow 1-9
logout call flow 1-10
overview 1-1
subscribing 1-39
system requirements 1-13
user device profile, associating 1-37
using 1-41
Cisco Hold Reversion
configuration checklist 20-15
configuring 20-12
description 20-3
examples 20-3
feature interactions 20-10
feature restrictions 20-11
installing 20-12
supported phone models and devices 20-9
system requirements 20-9
Cisco TCD
understanding 15-16
Cisco Unified CallManager
configuring for Cisco Unified CallManager AutoAttendant 7-10
MOH servers 6-9
Cisco Unified CallManager Assistant
architecture overview 2-2, 3-2
bulk administration tool 1-14, 2-11, 3-10
calling search space and partitions
configuration tips 2-27
Cisco Unified IP Phone interface 2-6, 3-6
Cisco Unified IP Phone Services, configuration tips 2-33
configuration checklist for proxy line support (table) 2-17
configuration checklist with shared line support (table) 3-15
configuration wizard for proxy line 2-23
configuring assistant proxy and incoming intercom lines 2-45
configuring manager and assigning assistant for proxy line 2-41
configuring manager and assigning assistant for shared line 3-24
configuring manager primary and incoming intercom lines 2-41, 3-24
configuring shared and incoming intercom lines for assistant 3-29
database and directory access architecture
deleting assistant information 2-48, 3-31
deleting manager information 2-43, 3-27
dial rules configuration 2-50, 3-34
installing and activating 2-15, 3-14
installing the assistant console application 2-54, 3-37
interactions 2-11
LDAP configuration settings (table) 2-52, 3-35
manager and assistant phone configuration 2-34, 3-20
manager assistant administration interface 2-9, 3-8
multilevel precedence and preemption 2-14
Multilevel Precedence and Preemption (MLPP) 3-13
phones
providing information to managers and assistants 3-37
route point
configuration tips 2-29
setting service parameters 2-30, 3-18
starting the Cisco IP Manager Assistant service 2-33, 3-20
system configuration with proxy line 2-22
time-of-day routing 2-14
updating assistant configuration 2-49
updating assistant information 3-32
updating manager information 2-44, 3-28
Cisco Unified CallManager Attendant Console 15-50
client configuration settings (table) 15-57
configuration 15-22
configuration checklist 15-24
configuration tool settings 15-62
configuring broadcast hunting 15-61
configuring circular hunting 15-61
configuring held icon timers 15-60
configuring settings 15-56
creating the corporate directory file 15-52
dependency records 15-66
dial rules 15-50
directory 15-14
hunt groups
configuration settings (table) 15-47
deleting members 15-45
updating members 15-45
viewing members 15-45
installation 15-22
installing 15-53
interaction with Extension Mobility 15-20
more information 15-67
overview 15-1
performance monitors 15-66
pilot points, configuring 15-31
redundancy 15-16
service parameters 15-49
starting after installing Windows XP SP2 15-55
users 15-2
users, configuring 15-25
using the Attendant Console Configuration Tool 15-61
Cisco Unified CallManager AutoAttendant 7-10, 7-14, 7-26, 7-28
adding CTI ports 7-12
adding CTI route points 7-10
adding to Cisco CRA 7-23
components 7-4
configuring directory server settings 7-15
customizing 7-25
description 7-1
installation requirements 7-6
installing 7-6
managing 7-30
modifying instance 7-25
overview 7-3
reinstalling 7-8
script 7-3
understanding 7-2
upgrading 7-8
uploading spoken name 7-29
Cisco Unified CallManager Extension Mobility
configuration checklist (table) 7-9, 7-14
Cisco Unified IP Phone Services
Cisco Unified CallManager Assistant
configuration tips 2-33
Cisco WebDialer 14-1
Client Matter Codes
adding 5-11
configuration checklist (table) 5-8
configuration settings (table) 5-14
CTI, JTAPI, and TAPI usage 5-7
deleting 5-13
described 5-2
enabling for route patterns 5-14
finding 5-9
installation 5-8
interactions 5-4
requirements 5-7
restrictions 5-4
system requirements 5-7
updating 5-12
user information 5-23
common network facility preemption
example (figure) 12-18
example with retry timer Trr (figure) 12-20
explained 12-17
computer management (device driver) window (figure) 6-25
configuring Cisco CRA Engine 7-14
configuring Cisco Unified CallManager 7-10
configuring welcome prompt 7-28
CTI ports
adding for Cisco Unified CallManager AutoAttendant 7-12
adding to Cisco CRA 7-20
CTI route points
adding for Cisco Unified CallManager AutoAttendant 7-10
Cisco Unified CallManager Assistant configuration tips 2-29
custom phone rings
creating 13-4
more information 13-4
overview 13-1
PCM file requirements 13-3
D
database
scalability 6-10
Defense Red Switch Network 12-37
Defense Switched Network 12-37
dependency records
Cisco Unified CallManager Attendant Console 15-66
device profiles
and Cisco Extension Mobility 1-2
devices
driver states, checking 6-24
dialed digits 12-36
dial rules
Cisco Unified CallManager Attendant Console 15-50
directed call park
adding a number 9-29
configuration checklist (table) 9-26
configuration settings (table) 9-32
configuring 9-25
deleting a number 9-31
finding a number 9-27
installing and activating 9-25
interactions 9-22
introduction 9-20
more information 9-37
restrictions 9-24
setting service parameters 9-27
system requirements 9-21
troubleshooting 9-35
updating a number 9-30
usage examples 9-20
directory lookup rules 15-50
directory server settings, Cisco Unified CallManager AutoAttendant 7-15
domain
identifier for MLPP 12-8
DSCP
mapping to call precedence 12-39
E
enterprise parameters
MLPP 12-52
external call transfer restrictions
block offnet to offnet transfer service parameter 18-10
call classification service parameter 18-9
configuration checklist (table) 18-8
gateway configuration 18-11
installing and activating 18-7
interactions 18-6
more information 18-13
overview 18-1
restrictions 18-7
route pattern configuration 18-12
service parameters 18-9
system requirements 18-5
trunk configuration 18-11
F
features
barge 8-1
call display restrictions 16-1
call park 9-1
Cisco Unified CallManager Assistant
bulk administration tool 1-14, 2-11, 3-10
calling search space and partitions 2-27
Cisco Unified IP Phone interface 2-6, 3-6
Cisco Unified IP Phone Services 2-33
configuration checklist for proxy line support (table) 2-17
configuration checklist with shared line support (table) 3-15
manager assistant administration interface 2-9, 3-8
multilevel precedence and preemption 2-14
Multilevel Precedence and Preemption (MLLP) 3-13
route point 2-29
time-of-day routing 2-14
understanding architecture 2-2, 3-2
understanding database and directory access architecture 2-7, 3-6
device mobility 19-1
external call transfer restrictions 18-1
hold reversion 20-1
immediate divert 10-1
Malicious Call ID (MCID) 11-1
Multilevel Precedence and Preemption (MLPP)
using with Cisco IPMA 3-13
privacy 8-1
QRT 17-1
WebDialer 14-1
file format
RingList.xml 13-2
Forced Authorization Codes
adding 5-17
configuration checklist (table) 5-8
configuration settings (table) 5-21
CTI, JTAPI, and TAPI usage 5-7
deleting 5-20
described 5-3
enabling for route patterns 5-22
finding 5-16
installation 5-8
interactions 5-4
requirements 5-7
restrictions 5-4
system requirements 5-7
updating 5-19
user information 5-23
H
held icon timers, configuring 15-60
hunt groups
broadcast
configuring 15-61
understanding 15-12
circular
understanding 15-10
circular hunting
configuring 15-61
configuration settings (table) 15-47
configuring 15-42
deleting members 15-45
linked 15-7
understanding 15-3
updating members 15-45
viewing members 15-45
I
immediate divert
configuration checklist (table) 10-11
installing and activating 10-10
interactions 10-8
more information 10-12
overview 10-1
restrictions 10-9
setting service parameters 10-12
system requirements 10-2
using 10-5
indication enabled 12-10
insufficient bandwidth
AAR for MLPP 12-35
intercluster trunks
executive override precedence call 12-38
J
JTAPI subsystem, configuring 7-19
L
LDAP
for Cisco Unified CallManager Assistant configuration settings (table) 3-35
lines
interaction with MLPP 12-34
login call flow
Cisco Extension Mobility 1-9
logout call flow
Cisco Extension Mobility 1-10
M
malicious call ID
adding a softkey template 11-9
configuration checklist (table) 11-7
configuring alarms 11-9
giving MCID to users 11-11
installing 11-6
interactions 11-4
more information 11-13
overview 11-1
removing MCID feature 11-11
restrictions 11-5
services 11-1
setting service parameters 11-8
system requirements 11-3
troubleshooting 11-12
using feature with Cisco Unified CallManager 11-2
feature code 11-2
Malicious Call Identification (MCID), see malicious call ID
MCGP
and MLPP 12-36
MLPP
activating 12-49
announcements
blocked precedence 12-25
blocked precedence (figure) 12-25
busy station 12-26
explained 12-23
unauthorized precedence 12-24
unauthorized precedence (figure) 12-24
automated alternate routing (AAR) 12-35
call preservation 12-35
CDR recording 12-34
configuration checklist (table) 12-50
configuring 12-49
described 12-1
domain 12-8
enterprise parameters 12-52
hierarchical configuration 12-32
indication 12-10
installing 12-49
interactions 12-45
introducing 12-2
line feature interaction 12-34
MGCP 12-36
more information 12-54
numbering plan
example (figure) 12-28
explained 12-27
precedence
alternate party diversion example (figure) 12-13
call setup 12-10
explained 12-4
MLPP alternate party (MAP) 12-12
patterns 12-9
precedence patterns
example (figure) 12-28
explained 12-27
preemption
common network facility 12-17
common network facility example (figure) 12-18
common network facility example with retry timer Trr (figure) 12-20
details 12-15
enabled 12-14
explained 12-7
receiving 12-14
user access 12-15
user access channel nonpreemptable 12-17
user access example (figure) 12-16
PRI 12-36
service parameter 12-34
shared lines 12-35
supplementary services 12-39
call forwarding 12-41
call pickup 12-43
call transfer 12-43
hunt pilots and hunt lists 12-44
multiple appearance lines 12-40
three-way calling 12-42
terminology 12-3
trunk selection
example (figure) 12-31
explained 12-29
MLPP alternate party (MAP)
explained 12-12
MLPP alternate party (MAP diversion
example (figure) 12-13
modifying prompts 7-26
MOH
audio sources
adding 6-27
configuration settings (table) 6-31
configuring 6-26
copying 6-29
deleting 6-30
explained 6-12
updating 6-28
call park example 6-7
CD-ROM 6-12
characteristics 6-4
configuration checklist (table) 6-20
creating audio sources 6-13
database scalability 6-10
definitions 6-2
described 6-1
failover and fallback 6-19
features
database requirements 6-9
database scalability 6-10
manageability 6-10
MOH servers 6-7
server manageability 6-9
server redundancy 6-9
server scalability 6-8
fixed audio source
configuration settings (table) 6-35
described 6-34
functionality 6-5
list of topics 6-1
managing audio sources 6-14
monitoring performance
computer management (device driver) window (figure) 6-25
device driver states 6-24
overview (table) 6-21
service states 6-23
more information 6-51
requirements and limits 6-18
server configuration settings (table) 6-47
servers
adding 6-41
characteristics 6-7
copying 6-43
database requirements 6-9
deleting 6-44
explained 6-11
finding 6-38
manageability 6-9
perfmon counters 6-22
redundancy 6-9
resetting 6-46
scalability 6-8
updating 6-42
supported features 6-7
transfer hold example 6-7
understanding 6-2
user hold example 6-7
multicast
audio sources for MOH 6-15
configuration checklist (table) 6-17
explained 6-15
multilevel precedence and preemption
across intercluster trunks 12-36
activating 12-49
announcements
blocked precedence 12-25
blocked precedence (figure) 12-25
busy station 12-26
explained 12-23
unauthorized precedence 12-24
unauthorized precedence (figure) 12-24
automated alternate routing (AAR) 12-35
call preservation 12-35
CDR recording 12-34
configuration checklist (table) 12-50
configuring 12-49
described 12-1
dialed digits 12-36
domain 12-8
DSCP 12-39
enterprise parameters 12-52
hierarchical configuration 12-32
indication 12-10
installing 12-49
interactions 12-45
introducing 12-2
line feature interaction 12-34
mapping to DSCP 12-39
MGCP 12-36
more information 12-54
numbering plan
example (figure) 12-28
explained 12-27
precedence
alternate party diversion example (figure) 12-13
call setup 12-10
explained 12-4
MLPP alternate party (MAP) 12-12
patterns 12-9
precedence patterns
example (figure) 12-28
explained 12-27
preemption
common network facility 12-17
common network facility example (figure) 12-18
common network facility example with retry timer Trr (figure) 12-20
details 12-15
enabled 12-14
explained 12-7
receiving 12-14
user access 12-15
user access channel nonpreemptable 12-17
user access example (figure) 12-16
service parameter 12-34
shared lines 12-35
terminology 12-3
trunk selection
example (figure) 12-31
explained 12-29
tunneling UUIE 12-36
music on hold (MOH) 6-26, 6-38
audio sources 6-12
call park example 6-7
CD-ROM 6-12
characteristics 6-4
configuration checklist (table) 6-20
creating audio sources 6-13
definitions 6-2
described 6-1
failover and fallback 6-19
functionality 6-5
list of topics 6-1
managing audio sources 6-14
monitoring performance
computer management (device driver) window (figure) 6-25
device driver states 6-24
overview (table) 6-21
service states 6-23
more information 6-51
requirements and limits 6-18
servers
characteristics 6-7
database requirements 6-9
explained 6-11
manageability 6-9
perfmon counters 6-22
redundancy 6-9
scalability 6-8
supported features 6-7
transfer hold example 6-7
understanding 6-2
user hold example 6-7
N
nonpreemptable user access channel 12-17
numbering plan
MLPP (figure) 12-28
MLPP access control 12-27
P
parameters, service
CDR 11-8
PCM file requirements
for custom ring types 13-3
perfmon counters
counter descriptions (table) 6-23
using to view MOH servers 6-22
phones
custom rings
overview 13-1
PCM file requirements 13-3
pilot points
configuring 15-31
understanding 15-3
precedence
blocked 12-25
blocked (figure) 12-25
busy station 12-26
call setup 12-10
CDR recording 12-34
explained 12-4
MLPP alternate party (MAP)
explained 12-12
MLPP alternate party (MAP) diversion
example (figure) 12-13
patterns
access control 12-27
MLPP (figure) 12-28
setup 12-9
unauthorized 12-24
unauthorized (figure) 12-24
preemption
common network facility 12-17
common network facility example (figure) 12-18
common network facility example with retry timer Trr (figure) 12-20
details 12-15
enabled 12-14
explained 12-7
receiving 12-14
user access 12-15
user access channel nonpreemptable 12-17
user access example (figure) 12-16
PRI
and MLPP 12-36
privacy
activating 8-14
configuration checklist (table) 8-17
installing and activating 8-13
interactions and restrictions 8-10
more information 8-19
overview 8-1
service parameters 8-18
system requirements 8-9
prompts, Cisco Unified CallManager AutoAttendant 7-26
proxy user
creating for WebDialer 14-11
Q
QRT
adding softkey template to phones 17-22
Cisco Extended Functions service 17-7
configuration checklist 17-19
configuring 17-18
creating softkey template 17-20
description 17-2
extended menu choices 17-11
installing 17-17
interactions and restrictions 17-17
IP phone support 17-7
overview 17-1
problem categories and reason codes 17-12
QRT reports 17-27
serviceability features 17-23
setting service parameters 17-26
system requirements 17-7
user interface 17-10
using 17-9
using the QRT Viewer 17-27
Quality Report Tool (QRT) 17-1
R
recording welcome prompt 7-26
redirector servlet
configuring 14-10
redundancy
MOH servers 6-9
WebDialer 14-4
requirements
Cisco Call Back 4-5
Cisco Device Mobility 19-8
Cisco Extension Mobility 1-13
Cisco Hold Reversion 20-9
retry timer Trr example (figure) 12-20
RingList.xml file format 13-2
S
service
supplementary 12-39
service parameters
barge 8-18
CDR 11-8
external call transfer restrictions 18-9
MLPP 12-34
privacy 8-18
WebDialer 14-8
services
Cisco Extension Mobility, adding 1-26
shared conference bridge
cBarge 8-14
shared lines
MLPP interaction 12-35
softkey
barge 8-5
cBarge 8-6
softkey templates
MCID 11-9
spoken name, uploading 7-29
supplementary services
call forwarding 12-41
call pickup 12-43
call transfer 12-43
hunt pilots and hunt lists 12-44
multiple appearance lines 12-40
overview 12-39
three-way calling 12-42
T
templates, softkey
MCID 11-9
trace settings
WebDialer 14-13
transfer
external call transfer restrictions 18-1
transfer hold, example with MOH 6-7
Trr retry timer preemption example (figure) 12-20
trunks
selection for MLPP
example (figure) 12-31
explained 12-29
U
unicast
audio sources for MOH 6-15
explained 6-15
user hold, example with MOH 6-7
W
WebDialer
configuration checklist (table) 14-7
configuring application dial rules 14-11
configuring Webdialer servlet 14-8
creating a proxy user 14-11
installing and activating 14-6
interactions and restrictions 14-5
more information 14-14
overview 14-1
redirector servlet 14-2
redundancy 14-4
service parameters 14-8
servlet 14-2
system requirements 14-5
trace settings 14-13
WebDialer servlet
configuring 14-8