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Cisco Unified Communications Manager Features and Services Guide, Release 6.1(1)
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Index
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Preface
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Barge and Privacy
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Call Back
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Call Display Restrictions
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Call Park and Directed Call Park (Revised 04/21/2010)
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Call Pickup Group
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Call Throttling and the Code Yellow State
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Cisco Extension Mobility
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Cisco Unified Communications Manager Assistant With Proxy Line Support
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Cisco Unified Communications Manager Assistant With Shared Line Support
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Cisco Unified Communications Manager Attendant Console
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Cisco Unified Communications Manager Auto-Attendant
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Cisco Web Dialer
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Client Matter Codes and Forced Authorization Codes
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Custom Phone Rings
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Device Mobility
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Do Not Disturb
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External Call Transfer Restrictions
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Hold Reversion
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Immediate Divert
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Intercom
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Malicious Call Identification
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Mobile Connect and Mobile Voice Access (Revised 10/24/2011)
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Monitoring and Recording
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Multilevel Precedence and Preemption
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Music On Hold (Revised 12/19/2008)
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Presence
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Quality Report Tool
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Feedback
Table Of Contents
Introducing the Do Not Disturb Feature
Overview of Do Not Disturb Architecture
DND Status Notification for SIP Devices
DND Status Notification for SCCP Devices
System Requirements for the Do Not Disturb Feature
Installing and Activating the Do Not Disturb Feature
Configuring the Do Not Disturb Feature
Configuration Checklist for the Do Not Disturb Feature
Setting the Do Not Disturb Service Parameters
Configuring Device Parameters for DND
Adding DND to Common Phone Profiles
How to Use the Do Not Disturb Feature
Using the Do Not Disturb Feature
Troubleshooting the Do Not Disturb Feature
Troubleshooting DND for SCCP Cisco Unified IP Phones
Do Not Disturb
The Do Not Disturb (DND) feature allows you to turn off the ringer for an incoming call. When DND is enabled, you can also choose to have the Cisco Unified IP Phone beep or flash to indicate an incoming call. Users can configure DND directly from their Cisco Unified IP Phone or from the User Option web pages.
This chapter provides the following information about Do Not Disturb:
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Introducing the Do Not Disturb Feature
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Introducing the Do Not Disturb Feature
When DND is enabled, all new incoming calls with normal priority will honor the DND settings for the device. High-priority calls, such as Cisco Emergency Responder (CER) calls or calls with Multi-Level Precedence & Preemption (MLPP), will ring on the device. Also, when you enable DND, the Auto Answer feature gets disabled.
The user can enable and disable DND by any of the following methods:
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The system administrator can also enable and disable DND on a per-phone basis in Cisco Unified Communications Manager Administration.
When you enable DND, the Cisco Unified IP Phone displays the message Do Not Disturb is active. The DND line button icon also turns into an empty circle, and the light turns amber when DND is active.
Incoming Call Alert Settings
DND incoming call alert settings determine how the incoming call alert gets presented to the user when DND Ringer Off is enabled. The following list gives the available options:
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You can configure DND Incoming Call Alert on a per-device basis and also configure it on the Common Phone Profile window for group settings. If you do not set up the configuration at the device level, the Common Phone Profile settings get used.
Overview of Do Not Disturb Architecture
This section provides an overview of DND architecture for both SIP and SCCP devices and includes the following topics:
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DND Status Notification for SIP Devices
Cisco Unified Communications Manager supports Do Not Disturb that a SIP device initiates or that a Cisco Unified Communications Manager device initiates. A DND status change gets signaled from a SIP device to Cisco Unified Communications Manager by using the SIP PUBLISH method (RFC3909). A DND status change gets signaled from a Cisco Unified Communications Manager to a SIP device by using a dndupdate Remote-cc REFER request. Cisco Unified Communications Manager can also publish the Do Not Disturb status for a device, along with the busy and idle status for the device.
DND Status Notification for SCCP Devices
Cisco Skinny Client Control Protocol (SCCP) supports Do Not Disturb requests that an SCCP device initiates or that a Cisco Unified Communications Manager device initiates. A DND status change gets signaled from an SCCP device to Cisco Unified Communications Manager by using SCCP messaging.
System Requirements for the Do Not Disturb Feature
The following sections provide software and hardware requirement for Do Not Disturb.
Software Requirements
To operate, the Do Not Disturb feature requires the following software components:
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Hardware Requirements
The following Cisco Unified IP Phones support the Do Not Disturb feature:
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Interactions
The following sections describe how the Do Not Disturb feature interacts with Cisco Unified Communications Manager applications and call processing:
Park Reversion
For a locally parked call, park reversion overrides DND. If phone A is on DND and parks a call, the park reversion to phone A occurs normally and will ring phone A.
For a remotely parked call, DND overrides park reversion. If phone A is on DND and shares a line with phone B, when phone B parks the call, the park reversion on phone A will not ring and will honor the DND settings.
Pickup
For a locally placed pickup request, pickup overrides DND. If phone A is on DND and initiates any kind of pickup, the pickup call gets presented normally and will ring phone A.
For a remotely placed pickup request, DND overrides pickup. If phone A is on DND and shares a line with phone B, when phone B initiates pickup, the pickup call to phone A will not ring and will honor the DND settings.
Hold Reversion and Intercom
Hold reversion and intercom override DND, and the call gets presented normally.
MLPP and CER
MLPP and CER calls override DND. MLPP and CER calls get presented normally, and the phone will ring.
Callback
Callback overrides DND. When you enable DND Ringer Off mode on the phone, the Callback notification (both audio and visual) will still get presented to the user.
Pickup Notification
When you enable DND Ringer Off, only visual pickup notification will get presented to the user.
Hunt List
When you enable DND Ringer Off on a phone in a hunt list, a call to the hunt list still gets presented to the phone. However, the DND Incoming Call Alert settings would apply to the call.
Extension Mobility
For extension mobility, the device profile settings include DND incoming call alert and DND status. When a user logs in and enables DND, the DND incoming call alert and DND status settings get saved, and these settings get used when the user logs in again.
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Installing and Activating the Do Not Disturb Feature
Do Not Disturb, a system feature, comes standard with Cisco Unified Communications Manager software. It does not require special installation.
Configuring the Do Not Disturb Feature
This section describes the procedures for configuring the Do Not Disturb feature:
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Configuration Checklist for the Do Not Disturb Feature
Table 16-1 provides a checklist to configure the Do Not Disturb feature.
Setting the Do Not Disturb Service Parameters
Cisco Unified Communications Manager provides one systemwide service parameter for Do Not Disturb: BLF Status Depicts DND. This parameter determines whether DND status is considered in the Busy Lamp Field (BLF) status calculation, and you can set the parameter to True or False.
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When BLF Status Depicts DND is enabled or disabled for the cluster, the cluster setting applies to all phones in the cluster that support DND.
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Configuring DND Softkeys
Default softkey templates do not make a DND softkey available. To add a DND softkey, navigate to Device > Phone Settings > Softkey Template, add one to a softkey template in the Softkey Template Configuration window, and associate the template to the device.
Be aware that a DND softkey is available in the following states:
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Configuring a DND Feature Key
To configure a DND feature key, navigate to Device > Device Settings > Phone Button Template and add Do Not Disturb in the Phone Button Template Configuration window.
Configuring Device Parameters for DND
To configure DND on a particular Cisco Unified IP Phone, navigate to Device > Phone and choose the phone that you want to configure. In the Do Not Disturb pane on the Phone Configuration window, configure the parameters that are shown in Table 16-2.
Adding DND to Common Phone Profiles
To add DND to a common phone profile, navigate to Device > Device Settings > Common Phone Profile and choose the phone profile that you want to modify. In the Common Phone Profile Configuration window, configure the DND parameters that are shown in Table 16-3.
How to Use the Do Not Disturb Feature
This section contains instructions for using Do Not Disturb, as well as usage examples for different Do Not Disturb call scenarios.
Using the Do Not Disturb Feature
You can activate Do Not Disturb using any of the following methods:
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After you activate DND, the phone status line displays Do not disturb is active, the DND line button icon becomes an empty circle, and the light turns amber. The phone periodically plays a tone to remind you that DND is active.
When you activate DND, you can still receive incoming call notifications on the phone as specified by the incoming call alert settings in Cisco Unified Communications Manager administration, but the phone will not ring, except for high-priority calls (such as Cisco Emergency Responder and MLPP calls).
Also, if you enable DND while the phone is ringing, the phone stops ringing.
Do Not Disturb Usage Examples
This section provides several examples of how calls get presented to phones with the Do Not Disturb feature enabled.
Normal Priority Call with DND Ringer Off Enabled on a Nonshared Line
Figure 16-1 shows the steps that are associated with DND when you place a normal-priority call to a phone with DND Ringer Off enabled on a nonshared line:
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Figure 16-1 Normal Priority Call with DND Ringer Off Enabled on a Nonshared Line
Normal Priority Call with DND Ringer Off Enabled on a Shared Line
Figure 16-2 shows the steps that are associated with DND when you place a normal-priority call to a phone with DND Ringer Off enabled on a shared line:
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Figure 16-2 Normal Priority Call with DND Ringer Off Enabled on a Shared Line
High Priority Call with DND Ringer Off Enabled on a Shared Line
Figure 16-3 shows the steps that are associated with DND when you place a high-priority call to a phone with DND Ringer Off enabled on a shared line:
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Figure 16-3 High Priority Call with DND Ringer Off Enabled on a Shared Line
Normal Call with DND and Call Forward No Answer Enabled on a Nonshared Line
The following steps show the call flow for a call that you make to a phone with both DND and Call Forward No Answer active:
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Troubleshooting the Do Not Disturb Feature
The section provides troubleshooting information for both SIP and SCCP Cisco Unified IP Phones.
Troubleshooting DND Errors
Table 16-4 shows symptoms and actions for DND troubleshooting.
Troubleshooting DND for SCCP Cisco Unified IP Phones
If DND does not operate as expected on an SCCP Cisco Unified IP Phone, the main thing to do is find out whether the settings maintained by the SCCP station code are the same as what the user thinks they are, as shown in the following examples.
Verify DND status by toggling DND
If you toggle DND status using a softkey or a line button, you can see the new status in the LmFeatureInd message that is sent to line control. (The new status implies the old status was the opposite.) You can then toggle back.
The LmFeatureInd SDL trace gives the following three fields:
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Verify all DND settings by resetting the phone
If you reset the phone, all of the DND settings will be printed in the detailed SDI traces, for example:
StationD: (xxxxxxx) DND settings from TSP:status=a, option=b, ringSetting=dwhere
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Related Topics
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