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Cisco Unified CallManager Features and Services Guide, Release 5.1(3)
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Index
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Preface
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Cisco Extension Mobility
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Call Throttling and the Code Yellow State
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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 and Privacy
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Call Park
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Call Pickup Group
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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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Presence
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FeedbackTable Of Contents
A - B - C - D - E - F - G - H - I - L - M - N - O - P - Q - R - S - T - U - W -
Index
A
AAR
MLPP interaction 14-26
access
restricting with partitions 11-3
access control
MLPP numbering plan
example (figure) 14-20
explained 14-19
precedence patterns
example (figure) 14-20
explained 14-19
ac user
associating with devices and pilot points 17-29
configuring 17-21
alternate party diversion (APD)
example (figure) 14-10
explained 14-9
announcements
blocked precedence 14-18
blocked precedence (figure) 14-18
busy station 14-18
MLPP 14-16
unauthorized precedence 14-17
unauthorized precedence (figure) 14-17
application dial rules
configuring for Cisco WebDialer 16-10
Attendant Console
See Cisco Unified CallManager Attendant Console
audio sources
configuring 7-16
creating for MOH 7-9
default MOH sample 7-9
for MOH 7-8
managing for MOH 7-10
multicast 7-10
storing for MOH 7-10
unicast 7-10
auto call pickup 11-2
automated alternate routing (AAR)
MLPP interaction 14-26
B
bandwidth
insufficient with AAR for MLPP 14-26
barge
activating with built-in conference bridge 9-8
configuration checklist (table) 9-9
installing and activating 9-8
interactions and restrictions 9-6
overview 9-1
service parameters 9-10
softkey 9-3
system requirements 9-5
BLF/SpeedDial
buttons 21-19
configuration settings (table) 21-20
configuring 21-19
built-in conference bridge
barge 9-8
C
call display restrictions
configuration checklist (table) 18-5
configuring 18-5
configuring in user device profile 1-18
enabling 18-2
interactions 18-3
introduction 18-1
overview 18-1
sample configurations 18-8
scenarios 18-3
system requirements 18-3
call forward
MLPP interaction 14-25
calling search spaces
Cisco Unified CallManager Assistant
configuration tips 3-17
SUBSCRIBE (for Presence) 21-9, 21-13
call park
configuration checklist (table) 10-7
configuration settings (table) 10-10
configuring 10-6
configuring a number 10-9
deleting a number 10-11
example with MOH 7-5
finding a number 10-8
installing and activating 10-6
interactions 10-4
introduction 10-1
overview 10-1
restrictions 10-6
setting service parameters 10-7
system requirements 10-4
troubleshooting 10-11
usage example 10-2
call pickup group
assigning call pickup group to a directory number 11-14
auto call pickup 11-2
configuration checklist (table) 11-6
configuration settings (table) 11-12
defining a pickup group for other group call pickup 11-13
deleting 11-13
finding 11-10
installing and activating 11-1
interactions and restrictions 11-4
introducing 11-1
restricting access 11-3
setting the service parameters 11-9
system requirements 11-1, 11-3
using with partitions 11-3
call preservation
with MLPP 14-26
call queuing 17-9
call throttling
introduction 2-1
related topics 2-3
troubleshooting 2-2
call transfer
MLPP interaction 14-25
call waiting
MLPP interaction 14-26
cBarge
activating with shared conference bridge 9-8
softkey 9-4
CDR
recording for precedence calls 14-24
channel nonpreemptable 14-12
Cisco Call Back
additional information for Cisco Call Back notification with SIP phones 5-6
configuration checklist 5-8
description 5-1
interactions and restrictions 5-5
interactions with Call Forward, iDivert, and Voice-Mail System features 5-6
overview 5-1
setting service parameters 5-10
softkey template 5-9
suspend/resume functionality 5-4
system requirements 5-5
understanding 5-2
Cisco CallManager Attendant Console Server service
service parameters 17-32
understanding 17-10
Cisco CallManager Unified AutoAttendant
configuration checklist (table) 8-5
Cisco CRS engine 8-9
adding Cisco Unified CallManager AutoAttendant 8-16
configuring for Cisco Unified CallManager AutoAttendant 8-9
Cisco Customer Response Platform
components 8-3
Cisco Extension Mobility
adding 1-14
bulk administration tool 1-8
configuration checklist 1-12
configuration example 1-11, 1-12
configuring 1-10
description 1-3
device profiles 1-2
illustrated (figure) 1-3
information for users 1-25
installing 1-10
interaction with Presence 21-9
login call flow 1-6
logout call flow 1-6
overview 1-1
subscribing 1-23
system requirements 1-7
user device profile, associating 1-22
Cisco Unified CallManager
configuring for Cisco Unified CallManager AutoAttendant 8-5
creating user 8-5
MOH servers 7-7
Cisco Unified CallManager Assistant
architecture overview 3-2, 4-2
assistant console dialog options 3-34, 4-24
assistant console interface 3-4, 4-4
bulk administration tool 3-7, 4-7
calling search space and partitions
configuration tips 3-17
Cisco Unified IP Phone interface 3-5, 4-4
Cisco Unified IP Phone Services, configuration tips 3-22
configuration checklist for proxy line support (table) 3-11
configuration checklist with shared line support (table) 4-10
configuration wizard for proxy line 3-14
configuring assistant phones
tips 3-24
configuring assistant proxy and incoming intercom lines 3-30
configuring manager and assigning assistant for proxy line 3-27
configuring manager and assigning assistant for shared line 4-17
configuring manager phones
tips 3-23
configuring manager primary and incoming intercom lines 3-27, 4-17
configuring shared and incoming intercom lines for assistant 4-20
database and directory access architecture
deleting assistant information 3-31, 4-21
deleting manager information 3-28, 4-18
dial rules configuration 3-33, 4-23
installing and activating 3-10, 4-9
installing the assistant console application 3-34, 4-23
manager and assistant phone configuration 3-23, 4-14
manager assistant administration interface 3-6, 4-5
manager configuration 3-34, 4-24
message waiting indicator 3-10
multilevel precedence and preemption 3-9
Multilevel Precedence and Preemption (MLPP) 4-8
phones
providing information to managers and assistants 3-33, 4-23
restrictions 3-10
route point
configuration tips 3-19
See Cisco Unified CallManager Assistant
setting service parameters 3-19, 4-12
starting the Cisco IP Manager Assistant service 3-22, 4-14
system configuration with proxy line 3-14
time-of-day routing 3-9
updating assistant information 3-32, 4-22
updating manager information 3-29, 4-19
with proxy line support
overview 3-1
with shared line support
overview 4-1
Cisco Unified CallManager Attendant Console
associating devices and pilot points with ac user 17-29
client configuration settings (table) 17-37
configuration checklist 17-17
configuring 17-16
configuring attendant settings 17-36
configuring held icon timers 17-38
CorporateDirectory.txt file
creating and uploading 17-33
deleting 17-34
dependency records 17-39
directory 17-9
Enabling Super Provider 17-22
Firewall Support 17-12
hunt groups
configuration settings (table) 17-30
deleting members 17-32
understanding 17-2
viewing members 17-32
installation and activation 17-16
installing 17-35
interactions 17-14
overview 17-1
pilot points
configuration settings 17-25
configuring 17-24
deleting 17-27
finding 17-23
resetting 17-28
understanding 17-2
redundancy 17-11
restrictions 17-15
starting after installing Windows XP SP2 17-36
system requirements 17-12
users
configuration settings 17-20
configuring 17-18
configuring the ac user 17-21
deleting 17-21
finding 17-19
understanding 17-2
Cisco Unified CallManager AutoAttendant 8-5
adding a JTAPI call control group 8-11
adding to Cisco CRS 8-16
choose media types 8-15
Cisco Unified CallManager and the CRS engine 8-4
cluster setup 8-10
components 8-3
configuration (table) 8-5
configuring welcome prompt 8-22
creating user 8-5
customizing 8-20
description 8-1
installation requirements 8-3
installing 8-4
installing or upgrading 8-4
installing the CRS engine 8-3
JTAPI trigger 8-17
managing 8-24
modifying instance 8-20
modifying prompts 8-21
overview 8-2
provisioning Cisco media termination subsystem 8-15
recording welcome prompt 8-21
script 8-2
server setup 8-11
understanding 8-1
uploading spoken name 8-23
Cisco Unified IP Phone Services
Cisco Unified CallManager Assistant
configuration tips 3-22
Cisco USB MOH adaptor 7-22
Cisco WebDialer
adding users to standard Cisco Unified CallManager end users group 16-11
configuration checklist (table) 16-5
configuring application dial rules 16-10
configuring Webdialer servlet 16-6
creating a proxy user 16-11
installing and activating 16-4
interactions and restrictions 16-3
overview 16-1
Redirector servlet 16-2
redundancy 16-2
service parameters 16-6
system requirements 16-3
trace settings 16-13
Client Matter Codes
configuration checklist (table) 6-5
configuration settings (table) 6-8
configuring 6-7
CTI, JTAPI, and TAPI usage 6-4
deleting 6-8
described 6-2
enabling for route patterns 6-8
finding 6-6
installation 6-5
interactions 6-3
requirements 6-5
restrictions 6-3
system requirements 6-5
user information 6-13
code yellow state 2-1
common network facility preemption
example (figure) 14-13
example with retry timer Trr (figure) 14-14
explained 14-13
CorporateDirectory.txt file
creating and uploading 17-33
deleting 17-34
creating
Cisco Unified CallManager user 8-5
CRS
server setup 8-11
CRS engine
hardware and software requirements 8-3
CTI route points
Cisco Unified CallManager Assistant configuration tips 3-19
Customer Response Solutions
server 8-11
Customer Response Solutions engine
installing and upgrading 8-3
custom phone rings
creating 15-3
customizing files 15-2
introduction 15-1
overview 15-1
PCM file requirements 15-3
D
database
scalability 7-7
dependency records
Cisco Unified CallManager Attendant Console 17-39
device profiles
and Cisco Extension Mobility 1-2
directory
Cisco Unified CallManager Attendant Console, understanding 17-9
directory number
assigning a call pickup group 11-14
directory server settings, Cisco Unified CallManager AutoAttendant 8-10
domain
identifier for MLPP 14-6
E
enterprise parameters
MLPP 14-30
Presence 21-13
external call transfer restrictions
block offnet to offnet transfer service parameter 20-7
call classification service parameter 20-7
configuration checklist (table) 20-6
gateway configuration 20-7
installing and activating 20-5
interactions 20-5
overview 20-1
restrictions 20-5
route pattern configuration 20-8
service parameters 20-7
system requirements 20-4
trunk configuration 20-8
F
features
barge 9-1
call display restrictions 18-1
call park 10-1
Cisco Extension Mobility
bulk administration tool 1-8
Cisco Unified CallManager Assistant
assistant console interface 3-4, 4-4
bulk administration tool 3-7, 4-7
calling search space and partitions 3-17
Cisco Unified IP Phone interface 3-5, 4-4
Cisco Unified IP Phone Services 3-22
configuration checklist for proxy line support (table) 3-11
manager assistant administration interface 3-6, 4-5
message waiting indicator 3-10
multilevel precedence and preemption 3-9
Multilevel Precedence and Preemption (MLLP) 4-8
route point 3-19
time-of-day routing 3-9
understanding architecture 3-2, 4-2
understanding database and directory access architecture 3-5, 4-4
Cisco WebDialer 16-1
external call transfer restrictions 20-1
immediate divert 12-1
Malicious Call ID (MCID) 13-1
Multilevel Precedence and Preemption (MLPP)
using with Cisco Unified CallManager Assistant 4-8
privacy 9-1
QRT 19-1
file format
Ringlist.xml 15-2
fixed audio source
configuration settings (table) 7-23
deleting 7-23
Forced Authorization Codes
configuration checklist (table) 6-5
configuration settings (table) 6-11
configuring 6-10
CTI, JTAPI, and TAPI usage 6-4
deleting 6-11
described 6-2
enabling for route patterns 6-12
finding 6-9
installation 6-5
interactions 6-3
requirements 6-5
restrictions 6-3
system requirements 6-5
user information 6-13
G
group call pickup
configuration settings (table) 11-12
H
held icon timers, configuring 17-38
hunt groups
broadcast, understanding 17-8
circular, understanding 17-6
configuration settings (table) 17-30
configuring 17-29
deleting members 17-32
linked, understanding 17-5
understanding 17-2
viewing members 17-32
I
immediate divert
configuration checklist (table) 12-9
installing and activating 12-9
interactions 12-6
more information 12-11
overview 12-1
restrictions 12-7
setting service parameters 12-10
system requirements 12-2
using 12-4
indication enabled 14-7
insufficient bandwidth
AAR for MLPP 14-26
L
lines
interaction with MLPP 14-24
login call flow
Cisco Extension Mobility 1-6
logout call flow
Cisco Extension Mobility 1-6
M
malicious call ID
adding a softkey template 13-6
configuration checklist (table) 13-5
configuring alarms 13-6
giving MCID to users 13-7
installing 13-4
interactions 13-3
overview 13-1
removing MCID feature 13-7
restrictions 13-4
services 13-1
setting service parameters 13-5
system requirements 13-2
troubleshooting 13-8
using feature with Cisco Unified CallManager 13-2
feature code 13-2
Malicious Call Identification (MCID), see malicious call ID
MCGP
and MLPP 14-27
MLPP
activating 14-29
announcements
blocked precedence 14-18
blocked precedence (figure) 14-18
busy station 14-18
explained 14-16
unauthorized precedence 14-17
unauthorized precedence (figure) 14-17
automated alternate routing (AAR) 14-26
call forward 14-25
call preservation 14-26
call transfer 14-25
call waiting 14-26
CDR recording 14-24
configuration checklist (table) 14-29
described 14-1
domain 14-6
enterprise parameters 14-30
hierarchical configuration 14-23
indication 14-7
installing 14-29
interactions 14-27
introducing 14-1
line feature interaction 14-24
MGCP 14-27
numbering plan
example (figure) 14-20
explained 14-19
precedence
alternate party diversion (APD) 14-9
alternate party diversion example (figure) 14-10
call setup 14-8
explained 14-3
patterns 14-7
precedence patterns
example (figure) 14-20
explained 14-19
preemption
common network facility 14-13
common network facility example (figure) 14-13
common network facility example with retry timer Trr (figure) 14-14
details 14-11
explained 14-6
receiving 14-10
user access 14-11
user access channel nonpreemptable 14-12
user access example (figure) 14-12
PRI 14-27
service parameter 14-24
shared lines 14-25
terminology 14-2
trunk selection
example (figure) 14-22
explained 14-21
modifying files 15-2
MOH
audio files
deleting 7-30
displaying 7-28
managing 7-28
uploading 7-29
audio sources 7-16
configuration settings (table) 7-19
configuring 7-18
deleting 7-19
explained 7-8
finding 7-17
call park example 7-5
characteristics 7-3
Cisco USB adaptor 7-22
configuration checklist (table) 7-14
configuring 7-24
creating audio sources 7-9
database scalability 7-7
default MOH sample 7-9
definitions 7-2
described 7-1
failover and fallback 7-14
features
database requirements 7-7
database scalability 7-7
manageability 7-7
MOH servers 7-5
server manageability 7-6
server redundancy 7-6
server scalability 7-6
fixed audio source 7-21
configuration settings (table) 7-23
configuring 7-22
deleting 7-23
functionality 7-4
list of topics 7-1
managing audio sources 7-10
monitoring performance
overview (table) 7-15
service states 7-16
requirements and limits 7-12
server configuration settings (table) 7-26
servers
characteristics 7-5
configuring 7-25
database requirements 7-7
explained 7-8
finding 7-24
manageability 7-6
perfmon counters 7-15
redundancy 7-6
resetting 7-25
scalability 7-6
storing audio sources 7-10
supported features 7-5
transfer hold example 7-5
understanding 7-1
user hold example 7-5
multicast
audio sources for MOH 7-10
configuration checklist (table) 7-12
explained 7-10
multilevel precedence and preemption
activating 14-29
announcements
blocked precedence 14-18
blocked precedence (figure) 14-18
busy station 14-18
explained 14-16
unauthorized precedence 14-17
unauthorized precedence (figure) 14-17
automated alternate routing (AAR) 14-26
call forward 14-25
call preservation 14-26
call transfer 14-25
call waiting 14-26
CDR recording 14-24
configuration checklist (table) 14-29
described 14-1
domain 14-6
enterprise parameters 14-30
hierarchical configuration 14-23
indication 14-7
installing 14-29
interactions 14-27
introducing 14-1
line feature interaction 14-24
MGCP 14-27
numbering plan
example (figure) 14-20
explained 14-19
precedence
alternate party diversion (APD) 14-9
alternate party diversion example (figure) 14-10
call setup 14-8
explained 14-3
patterns 14-7
precedence patterns
example (figure) 14-20
explained 14-19
preemption
common network facility 14-13
common network facility example (figure) 14-13
common network facility example with retry timer Trr (figure) 14-14
details 14-11
explained 14-6
receiving 14-10
user access 14-11
user access channel nonpreemptable 14-12
user access example (figure) 14-12
service parameter 14-24
shared lines 14-25
terminology 14-2
trunk selection
example (figure) 14-22
explained 14-21
Multilevel Precedence and Preemption (MLPP)
using with Cisco Unified CallManager Assistant
restrictions 4-9
music on hold (MOH)
audio sources 7-8
call park example 7-5
characteristics 7-3
configuration checklist (table) 7-14
creating audio sources 7-9
default MOH sample 7-9
definitions 7-2
described 7-1
failover and fallback 7-14
functionality 7-4
list of topics 7-1
managing audio sources 7-10
monitoring performance
overview (table) 7-15
service states 7-16
requirements and limits 7-12
servers
characteristics 7-5
database requirements 7-7
explained 7-8
manageability 7-6
perfmon counters 7-15
redundancy 7-6
scalability 7-6
storing audio sources 7-10
supported features 7-5
transfer hold example 7-5
understanding 7-1
user hold example 7-5
N
nonpreemptable user access channel 14-12
numbering plan
MLPP (figure) 14-20
MLPP access control 14-19
O
other call pickup
configuration checklist (table) 11-8
P
parameters, service
CDR 13-5
partitions
restricting access 11-3
using call pickup 11-3
partition support
overview 16-10
PCM file requirements
for custom ring types 15-3
perfmon counters
counter descriptions (table) 7-16
using to view MOH servers 7-15
phones
custom rings
overview 15-1
PCM file requirements 15-3
interaction with Presence 21-3
pilot points
associating with the ac user 17-29
configuration settings 17-25
configuring 17-24
deleting 17-27
finding 17-23
resetting 17-28
understanding 17-2
precedence
alternate party diversion (APD)
example (figure) 14-10
explained 14-9
blocked 14-18
blocked (figure) 14-18
busy station 14-18
call setup 14-8
CDR recording 14-24
explained 14-3
patterns
access control 14-19
MLPP (figure) 14-20
setup 14-7
unauthorized 14-17
unauthorized (figure) 14-17
preemption
common network facility 14-13
common network facility example (figure) 14-13
common network facility example with retry timer Trr (figure) 14-14
details 14-11
explained 14-6
receiving 14-10
user access 14-11
user access channel nonpreemptable 14-12
user access example (figure) 14-12
Presence
authorization 21-7
BLF/SpeedDial
configuration settings (table) 21-20
configuring 21-19
BLF/SpeedDial buttons
configuring 21-19
configuration checklist (table) 21-10
feature interactions and restrictions 21-10
groups 21-5
applying 21-17
configuration example 21-5
configuration settings (table) 21-16
interaction examples 21-7
interaction with Cisco Extension Mobility 21-9
interaction with phones and trunks 21-3
interaction with route lists 21-4
more information 21-21
request
SUBSCRIBE calling search space 21-9, 21-13
tips for presence group and presence authorization 21-18
PRI
and MLPP 14-27
privacy
activating 9-8
configuration checklist (table) 9-10
installing and activating 9-8
interactions and restrictions 9-6
overview 9-1
service parameters 9-10
system requirements 9-5
prompts, Cisco Unified CallManager AutoAttendant 8-21
proxy user
creating for Cisco WebDialer 16-11
Q
QRT
adding softkey template to phones 19-20
Cisco Extended Functions service 19-5
configuration checklist 19-16
configuring 19-15
creating softkey template 19-16
description 19-1
extended menu choices 19-9
installing 19-14
interactions and restrictions 19-14
IP phone support 19-5
overview 19-1
problem categories and reason codes 19-10
QRT reports 19-26
securing signaling connections 19-7
serviceability features 19-21
setting service parameters 19-24
system requirements 19-5
user interface 19-8
using 19-8
using the QRT Viewer 19-26
Quality Report Tool (QRT) 19-1
R
Redirector servlet
configuring 16-10
redundancy
Cisco Unified CallManager Attendant Console 17-11
Cisco WebDialer 16-2
MOH servers 7-6
requirements
Cisco Call Back 5-5
Cisco Extension Mobility 1-7
retry timer Trr example (figure) 14-14
Ringlist.xml file format 15-2
route list
interaction with Presence 21-4
S
security
Cisco Unified CallManager Assistant 3-22, 4-14
Presence authorization 21-7
service parameters
barge 9-10
CDR 13-5
Cisco WebDialer 16-6
external call transfer restrictions 20-7
MLPP 14-24
Presence 21-13
privacy 9-10
services
Cisco Extension Mobility, adding 1-14
shared conference bridge
cBarge 9-8
shared lines
MLPP interaction 14-25
softkey
barge 9-3
cBarge 9-4
templates for MCID 13-6
spoken name, uploading 8-23
standard Cisco Unified CallManager end users group
adding users for Cisco WebDialer 16-11
T
templates, softkey
MCID 13-6
trace settings
Cisco WebDialer 16-13
transfer
external call transfer restrictions 20-1
transfer hold, example with MOH 7-5
Trr retry timer preemption example (figure) 14-14
trunks
interaction with Presence 21-3
selection for MLPP
example (figure) 14-22
explained 14-21
U
unicast
audio sources for MOH 7-10
explained 7-10
USB MOH adaptor 7-22
user
creating Cisco Unified CallManager 8-5
user hold, example with MOH 7-5
users
Cisco Unified CallManager Attendant Console
configuring 17-18
understanding 17-2
W
WebDialer
See Cisco WebDialer
Webdialer servlet
configuring 16-6
described 16-1