Contents

• Directory numbers
• Configure directory number
• Characteristics of directory numbers
• Shared line appearance
• Manage directory numbers
• Directory number features
• Make and receive multiple calls per directory number
• Transfer and conference behavior
• Direct transfer and join behavior
• Search by directory number
• Dependency records

Directory numbers

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This chapter provides information about using the Directory Number Configuration window in Cisco Unified Communications Manager Administration, to configure and modify directory numbers (lines) that are assigned to phones. Keep in mind, however, that directory numbers (DNs) do not always associate with devices.

• Configure directory number
• Characteristics of directory numbers
• Shared line appearance
• Manage directory numbers
• Directory number features
• Make and receive multiple calls per directory number
• Search by directory number
• Dependency records

Related References

Device pools

Configure directory number

Using the Directory Number Configuration window in Cisco Unified Communications Manager Administration, you can configure and modify directory numbers (lines) that are assigned to phones. Keep in mind, however, that directory numbers (DNs) do not always associate with devices.

Tip	If you are using autoregistration, Cisco Unified Communications Manager adds the phone and automatically assigns the directory number.

Note	For information on how to configure Private Line Automatic Ringdown (PLAR), see Manage directory numbers.

The steps to manually configure a directory number in Cisco Unified Communications Manager Administration are as follows. For more information on directory numbers, see the Characteristics of directory numbers.

Procedure

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Step 1	If you want to configure a DN for a phone, add and configure the phone. You may need the following information about the phone: Model MAC address Physical location of the phone Cisco Unified Communications Manager user to associate with the phone Partition, calling search space, and location information, if used Number of lines and associated DNs to assign to the phone
Step 2	Add and configure lines (DNs). Configure DNs either from the Directory Number Configuration window or, if you want to configure a DN for a phone, from the Phone Configuration window.You can also configure phone features such as call park, call forward, and call pickup.
Step 3	Configure speed-dial buttons. You can configure speed-dial buttons for phones if you want to provide speed-dial buttons for users or if you are configuring phones that do not have a specific user who is assigned to them. Users can change the speed-dial settings on their phones by using Cisco Unified CM User Options.
Step 4	Configure Cisco Unified IP Phone services. You can configure services for Cisco Unified IP Phones 7970, 7960, 7940, 7912, and 7905 and Cisco IP Communicator if you want to provide services for users or if you are configuring phones that do not have a specific user who is assigned to them. Users can change the services on their phones by using the Cisco Unified CM User Options.
Step 5	Customize phone button templates and softkey templates, if required. Configure templates for each phone.
Step 6	Assign services to phone buttons, if required.
Step 7	Provide power, install, verify network connectivity, and configure network settings for the Cisco Unified IP Phone.
Step 8	Associate a user with the phone (if required).

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Characteristics of directory numbers

You can configure up to 200 calls for a line on a device. As you configure the number of calls for one line, the calls that are available for another line decrease. Cisco Unified IP Phones that support the multicall display (such as a Cisco Unified IP Phone 7960) support up to 200 calls per DN and 2 calls per DN for non-multicall display devices (such as Cisco Unified IP Phone 7905).

The Cisco Unified IP Phone displays the following information about each line:

• Unique call identifier (from 1 to 200). This identifier remains consistent across all multicall display devices that have a shared-line appearance.
• Call select status, an icon that shows the state of the currently selected call
• Call information such as calling party or called party
• Call state icon such as connected or hold
• Duration of a call

User/Phone Add and Directory Numbers

The End User, Phone, DN, and LA Configuration window allows all-at-once addition of a new end user and a new phone that is associated with the new end user. You can associate a directory number (existing or new) and line appearance for the new end user by using the same window. To access the End User, Phone, DN, and LA Configuration window, choose the User Management > User/Phone Add menu option.

Note	The End User, Phone, DN, and LA Configuration window only allows addition of a new end user and a new phone. The window does not allow entry of existing end users or existing phones.

Shared line appearance

You can set up one or more lines with a shared-line appearance. A Cisco Unified Communications Manager system considers a directory number to be a shared line if it appears on more than one device in the same partition. For example, if directory number 9600 on phone A is in the partition called Dallas and on phone B in the partition called Texas, that directory number does not represent a shared-line appearance. (Ensure the directory number 9600 for phone A and phone B are in the same partition; for example, Dallas.)

In a shared-line appearance, for example, you can set up a shared line, so a directory number appears on line 1 of a manager phone and also on line 2 of an assistant phone. Another example of a shared line involves a single incoming 800 number that is set up to appear as line 2 on every sales representative phone in an office. You can also choose to update a directory number and have the updates apply to all devices that share the directory number.

The following information provides tips about and lists the restrictions for using shared-line appearances with Cisco Unified Communications Manager.

Shared Line Tips

Use the following tips when configuring shared lines:

• You create a shared-line appearance by assigning the same directory number and route partition to different devices.
• If multiple devices share a line, each device name displays in the Associated Devices pane of the directory number in the Directory Number Configuration window in Cisco Unified Communications Manager Administration.
• If you change the Calling Search Space or Call Forward and Pickup settings on any device that uses the shared line, the changes apply to all devices that use that shared line.

  Note	Shared lines always have identical DN settings, except for the field sections in the Directory Number Configuration window that contain the naming convention "on Device SEPXXXXXXXXXXXX," which are maintained/mapped to a specific device.

• To stop sharing a line appearance on a device, change the directory number or partition name for the line and update the directory number in the Directory Number Configuration window in Cisco Unified Communications Manager Administration.
• In the case of a shared-line appearance, Remove From Device removes the directory number on the current device only and does not affect other devices.
• Most devices with a shared-line appearance can make or receive new calls or resume held calls at the same time. Incoming calls display on all devices that share a line, and anyone can answer the call. Only one call remains active at a time on a device.

  Note

  Cisco Unified IP Phones 7905, 7912, 7940, and 7960 that are running SIP will not display remote-in-use calls and cannot do remote resume (cannot pick up a held line that is shared). These phones that are running SIP do not support shared-line features such as Single Button Barge/cBarge, Barge, cBarge, and Privacy.

• Call information (such as calling party or called party) displays on all devices that are sharing a line. If one of the devices turns on the Privacy feature, other devices that share the line will not see outbound calls that are made from the device that turned on privacy. All devices will still see inbound calls to the shared line.
• Devices with shared-line appearances can initiate independent transfer transactions.
• Devices with shared-line appearances can initiate independent conference transactions.
• Devices with shared-line appearance support the Call Forward Busy Trigger and the Maximum Number of Calls settings. You can configure Call Forward Busy Trigger per line appearance, but the configuration cannot exceed the maximum number call setting for that directory number.
  The following example demonstrates how three Cisco Unified IP Phones with the same shared-line appearance, directory number 2000, use Call Forward Busy Trigger and Maximum Number of Calls settings. This example assumes that two calls occur. The following values configuration applies for the devices:

  • Cisco Unified IP Phone 1-Configured for a maximum call value of 1 and busy trigger value of 1
  • Cisco Unified IP Phone 2-Configured for a maximum call value of 1 and busy trigger value of 1
  • Cisco Unified IP Phone 3-Configured a for maximum call value of 2 and busy trigger value of 2 When Cisco Unified IP Phone User 1 dials directory number 2000 for the first call, all three devices ring. The user for Cisco Unified IP Phone 3 picks up the call, and Cisco Unified IP Phones 1 and 2 go to remote in use. When the user for Cisco Unified IP Phone 3 puts the call on hold, user can retrieve the call from Cisco Unified IP Phone 1 or Cisco Unified IP Phone 2. When User 2 dials directory number 2000 for the second call, only Cisco Unified IP Phone 3 rings. The following example demonstrates how an H.323 client, MGCP POTS phone, and Cisco Unified IP Phone with the same shared line appearance, directory number 2000, can use the Call Forward Busy Trigger and the Maximum Number of Calls settings. This example assumes that two calls occur. The following values configuration applies for the devices:
  • H.323 client-Configured for a maximum call value of 1 and busy trigger value of 1
  • MGCP POTS Phone-Configured for a maximum call value of 1 and busy trigger value of 1
  • Cisco Unified IP Phone-Configured for a maximum call value of 2 and busy trigger value of 2 When User 1 dials directory number 2000 for the first call, all three devices ring. The user for the Cisco Unified IP Phone picks up the call; when the user for Cisco Unified IP Phone puts the call on hold, the user(s) for H323 client and MGCP POTS phone cannot retrieve the call. If User 2 dials directory number 2000 for the second call, all three devices (IP phone, MCGP POTS phone, H.323 client) ring, and all three users can answer the call. The Update Directory Number of All Devices Sharing this Line check box, in the Directory Number Configuration window, determines whether a shared directory number gets updated to all devices that share the number. See the Manage directory numbers for more information. A shared-line phone should not be able to interact with the call that it rejects, due to the limitation of the maximum number of calls per DN or for other reasons. For example, A and A1 share the same DN. A1 and A have the maximum number of calls set to 1 and 2, respectively. When C and D call the share line DN, A1 answers these two calls. A can only interact with the first call, as it rejects the second call due to its own maximum number of calls per DN limitation. For this reason, Cisco recommends that the same value be configured for the maximum number of calls for all shared-line MCID devices. For N number of devices that share the same line, ensure both Maximum Calls setting and Busy Trigger setting are set to N. This allows each shared-line user to receive at least one call. The shared-line phone should not interact with the call that it does not receive (because the Line Control does not maintain call information). So, a newly registered device will not recognize any existing calls on that line. The newly registered device cannot resume any held call if the call started before this device was registered with the Line Control. For example, A and A1 share the same line, A is powered down (or logged out for the extension mobility user), and A1 receives an active call. After phone A is on and it registers with Cisco Unified Communications Manager, A should not see the existing active call in this line. If shared-line phone calls should interact with each other, Cisco recommends that you set the maximum number of calls for all shared-lines MCID devices to 2*N, where N specifies the number of shared-line devices.
• A phone user can view held calls on shared-line appearances on the phone. For example, a phone user can determine whether the call was put on hold by the phone user locally at the primary device or by another party remotely on a shared device. You do not need to perform any configuration for this feature to work. For more information on viewing held calls for shared lines, see the Cisco Unified IP Phone documentation that supports your phone model.
• If you want to do so, you can check the Log Missed Calls check box in Cisco Unified Communications Manager Administration, so Cisco Unified Communications Manager logs missed calls in the call history for a specified shared line appearance on a phone.

Tip	This feature works if a phone user logs in to a phone via Cisco Extension Mobility.

The examples in Table 15-2, which use the following phones, describe how the missed call logging feature works for shared lines:

• Phone A, which has directory number 1000 that is configured for the first line and directory number 2000 for the second line, which is shared with phone B.
• Phone B, which has directory number 2000 that is configured as the first line, which is shared with phone A, and directory number 3000 that is configured as the second line.
• Phone C, which places the calls.

  Table 1 Examples of How Logging Works for Missed Calls With Shared Lines

  Phone A	Phone B
  Phone C calls directory number (DN) 1000. The Logged Missed Calls check box displays as checked for DN 1000. Missed calls get logged to DN 1000. If the Logged Missed Calls check box displays as unchecked, missed calls do not get logged to DN 1000.	Not applicable
  Phone C calls directory number (DN) 2000. The Logged Missed Calls check box displays as checked for DN 2000. Missed calls get logged to DN 2000. If the Logged Missed Calls check box displays as unchecked, missed calls do not get logged to DN 2000.	Phone C calls DN 2000, which is a shared line appearance. Logging displays for the shared line appearance on Phone B because the Logged Missed Calls check box is checked for DN 2000.

Shared Line Restrictions

The following restrictions apply to shared lines:

• Do not use shared-line appearances on any Cisco Unified IP Phone that requires autoanswer capability and do not turn on auto answer for a shared-line appearance.
• Do not configure shared-line appearances on the primary lines of the phones; for example, if two phones have a shared-line appearance, only one of the phones should have the primary line configured as shared (the other phone should have the secondary line configured as shared).
• Barge, cBarge, and Privacy work with shared lines only.
• Cisco recommends that you do not configure shared lines for Cisco Unified IP Phones, H.323 clients, and MGCP POTS phones; likewise, Cisco recommends that you do not configure shared lines for H.323 clients and MGCP POTS phones. If you configure the same shared-line appearance for a H.323 client, a MGCP POTS phone, for example, NetMeeting, and a Cisco Unified IP Phone, you cannot use the hold/resume feature on the H.323 client or MGCP POTS phone.
• Cisco recommends that you do not configure shared lines for Cisco Unified IP Phones 7905, 7912, 7940, and 7960 that are running SIP because these phones cannot pick up held calls on shared lines nor can they use the shared-line features Single Button Barge/cBarge, Barge, cBarge, and Privacy.
• Cisco Unified IP Phones 7906, 7911, 7941, 7961, 7970, and 7971 that are running SIP have the capability of supporting multiple lines with the same directory number in different partitions. However, configuring and using other phones that are running SIP with multiple lines with the same directory number is not supported.
• If the number of shared-line users in the conference is equal to or greater than the configuration for the Maximum Number of Calls setting for the device from which you are attempting to barge, the phone displays the message, Error Past Limit.

Manage directory numbers

Directory numbers associate with devices such as phones, route points, CTI ports, and H.323 clients. Administrators manage directory numbers from the Directory Number Configuration and Route Plan Report windows in Cisco Unified Communications Manager Administration. Use the Directory Number Configuration window or the Phone Configuration window to add, update, and remove directory numbers from a device, route point, or port. Use the Route Plan Report window to delete or update unassigned directory numbers from Cisco Unified Communications Manager database.

Note	Do not associate a directory number with a CTI route point or CTI port if the directory number is a member of a line group.

The Directory Number Configuration window contains two check boxes: Active and Update Directory Number of All Device Sharing this Line.

Active Check Box

The Active check box, which only displays for unassigned directory numbers, determines whether the directory number gets loaded and used by Cisco Unified Communications Manager. By checking the check box, the directory number gets loaded and used by Cisco Unified Communications Manager. For example, the directory number belonged to an employee who left the company. The directory number had certain settings that were configured, such as call forwarding to voice-messaging system. By leaving the directory number active, a call that is intended for the directory number will get forwarded. This eliminates the need to reconfigure another employee to have the same call-forwarding options. If the check box is not checked, the directory number will not get loaded by Cisco Unified Communications Manager, which results in settings that are configured for that DN to not be used (for example, call forward destinations), and callers will not get their call forwarded properly.

Update Directory Number of All Devices That Share This Line Check Box

This check box determines whether a shared directory number gets updated to all devices that share the number. When the check box is checked, all devices that share the directory number will receive the directory number change. If the check box remains unchecked, only the current device that displays in the window gets the directory number changed, and all other devices that share the directory number remain unchanged.

Note	This check box only applies to the actual directory number and partition. It does not apply to the other device settings such as voice-messaging profile, call-forwarding options, or MLPP. If any of these settings are changed for a shared line, all devices get changed.

Directory number features

Cisco Unified Communications Manager enables you to configure the following features for directory numbers: call waiting and call forward.

For information about features that relate to phones, see the Phone features. The following features get configured for phones: barge, privacy release, call back, call park, call pickup, immediate divert, malicious call identification, quality report tool, service URL, and speed dial and abbreviated dial

Call Forward

Call forward allows a user to configure a Cisco Unified IP Phone, so all calls that are destined for it ring another phone. The following types of call forward exist:

• Call forward all-Forwards all calls.
• Call forward busy-Forwards calls only when the line is in use and busy trigger setting is reached.
• Call forward no answer-Forwards calls when the phone is not answered after the configured no answer ring duration, or if the destination is unregistered.
• Call forward no coverage-Forwards calls when call either exhausts or times out, and the associated hunt-pilot for coverage specifies Use Personal Preferences for its final forwarding.

You can configure each call forward type for internal and external calls that can be forwarded to voice-messaging system, dialed destination number, or calling search space.

Cisco Unified Communications Manager supports a secondary Calling Search Space (CSS) for Call Forward All (CFA) field. The secondary CSS for CFA combines with the existing CSS for CFA to allow the support of the alternate CSS system configuration. When CFA is activated, only the primary and secondary CSS for CFA get used to validate the CFA destination and redirect the call to the CFA destination. If these fields are empty, the null CSS gets used. The combination of the line CSS and device CSS no longer gets used when the CSS for CFA is None. Only the CSS fields that are configured in the primary CSS for CFA and secondary CSS for CFA fields get used. If CFA is activated from the phone, the CFA destination gets validated by using the CSS for CFA and the secondary CSS for CFA, and the CFA destination gets written to the database. When the CFA is activated, the CFA destination always gets validated against the CSS for CFA and the secondary CSS for CFA.

The administrator can configure call-forward information display options to the original dialed number or the redirected dialed number or both. The administrator can enable or disable the calling line ID (CLID) and calling name ID (CNID). The display option gets configured for each line appearance.

The call forward busy trigger gets configured for each line appearance and cannot exceed the maximum number of calls that are configured for a line appearance. The call forward busy trigger determines how many active calls exist on a line before the call forward busy setting gets activated (for example, 10 calls).

The call forward no answer ring duration gets configured for each line appearance, and the default specifies 12 seconds. The call forward no answer ring duration determines how long a phone rings before the call forward no answer setting gets activated.

Tip	Keep the busy trigger slightly lower than the maximum number of calls, so users can make outgoing calls and perform transfers.

Configure call forward in the Directory Number Configuration window in Cisco Unified Communications Manager Administration.

Cisco Unified Communications Manager provides a service parameter (CFA Destination Override) that allows the administrator to override Call Forward All (CFA) when the target of the CFA calls the initiator of the CFA, so the CFA target can reach the initiator for important calls. In other words, when the user to whom calls are being forwarded (the target) calls the user whose calls are being forwarded (the initiator), the phone of the initiator rings instead of call forwarding back to the target. The override works whether the CFA target phone number is internal or external.

When the CFA Destination Override service parameter is set to False (the default value), no override occurs. Ensure the service parameter is set to True for CFA override to work.

Note

CFA override only takes place if the CFA destination matches the calling party and the CFA Destination Override service parameter is set to True. If the service parameter is set to True and the calling party does not match the CFA destination, CFA override does not take place, and the CFA remains in effect.

Call Waiting

Call waiting lets users receive a second incoming call on the same line without disconnecting the first call. When the second call arrives, the user receives a brief call-waiting indicator tone, which is configured with the Ring Setting (Phone Active) in the Directory Number Configuration window.

Configure call waiting in the Directory Number Configuration window in Cisco Unified Communications Manager Administration by setting the busy trigger (greater than 2) and maximum number of calls.

Tip	To configure call waiting for phones with no display (such as the Cisco IP Phone 30 VIP), set the busy trigger to 2 and the maximum number of calls to 2.

Note

The user can invoke the Cancel Call Waiting feature, which enables the user to block the operation of call waiting for one call. During this call, the Call Waiting service is rendered inactive, so that anyone calling the user receives the normal busy treatment, and no call waiting tones interrupt the call. For more information on the cancel call waiting feature, see the Cancel Call Waiting.

Make and receive multiple calls per directory number

Cisco Unified Communications Manager supports various behaviors when users make and receive multiple calls per DN: Transfer/Direct Transfer and Conference/Join.

Transfer allows different line appearances in one device to initiate independent transfer transactions and allows multiple transfer transactions per line appearance per device.

Conference allows different line appearances in one device to initiate independent conference transactions and allows multiple conference transactions per line appearance per device.

Note	Devices that do not support multicall display, such as Cisco Unified IP Phone 7910, cannot transfer or conference two existing calls together.

• Transfer and conference behavior
• Direct transfer and join behavior

Transfer and conference behavior

If only one active call exists on the directory number, the first invocation of a feature results in putting the active call on hold and initiating a new call by using the same directory number. When the new call gets set up, the second invocation of the same feature starts the feature operation. The first invocation of Transfer/Conference will always initiate a new call by using the same directory number, after putting the active call on hold.

Direct transfer and join behavior

The following information describes Direct Transfer and Join behavior:

• Direct Transfer joins two established calls (call is in hold or in connected state) into one call and drops the feature initiator from the call. Direct Transfer does not initiate a consultation call and does not put the active call on hold.
• Join does not create a consultation call and does not put the active call on hold. To implement Join, choose at least two calls and then press the Join softkey on one of the calls. Join can include more than two calls, which results in a call with three or more parties. Join supports up to 16 participants in a call. To choose an active or held call, highlight the call and press the Select softkey. A checked indicator displays next to a selected call on the phone. The call that initiates the Join automatically gets included, even if it is not selected. The active call gets included even if not selected. If all the calls in the join represent a basic call, the call that initiated the join represents the primary call. If any call in the join is a conference call (that is, it was in a conference before being joined), that call represents the primary call. The selected status of the final call after the join depends on the selected status of the primary call before the join. If the primary call was selected, the final call remains selected after the join. This means that if that call is put on hold, shared lines would not be able to retrieve the call because the call is still selected. If the primary call was not selected, the final call remains unselected after the call.
• With the party entrance tone feature, a tone plays on the phone when a basic call changes to a multiparty call; that is, when a basic call changes to a barged call, cBarged call, ad hoc conference, meet-me conference, or a joined call. In addition, a different tone plays when a party leaves the multiparty call. When a joined call begins, Cisco Unified Communications Manager uses the party entrance tone configuration from the conference controller. Cisco Unified Communications Manager uses this configuration until the conference ends. To use the party entrance feature, ensure that you turned the privacy feature off for the devices and ensure that the controlling device for the multiparty call has a built-in bridge. In addition, either configure the Party Entrance Tone service parameter, which supports the Cisco CallManager service, or configure the Party Entrance Tone setting per directory number in the Directory Number Configuration window (Call Routing > Directory Number).

  Note	If more than one call in the join is a conference call, conference chaining occurs.

  Note	Be aware that Private and Hidden calls are not recognized for Join.

Join Across Lines Behavior

The Join Across Lines feature allows a user to join calls that are on multiple lines-either on different directory numbers, or on the same directory number but on different partitions. To implement Join by using the Join Across Lines feature, press the Join softkey from an active call; then, press the line button for the call(s) that you want to include in the conference. If more than one call exists on the selected line, a window opens on the phone screen to prompt the user to select the call(s) to be joined. Select the call(s) and press Join to complete the action.

The call that initiates the Join automatically gets included, even if it is not selected. The active call gets included even if not selected. If all the calls in the join represent a basic call, the call that initiated the join represents the primary call. If any call in the join is a conference call (that is, it was in a conference before being joined), that call represents the primary call.

The selected status of the final call after the join depends on the selected status of the primary call before the join. If the primary call was selected, the final call remains selected after the join. This means that if that call is put on hold, shared lines cannot retrieve the call because the call is still selected. If the primary call was not selected, the final call remains unselected after the call.

Note	If more than one call in the join is a conference call, conference chaining will occur.

Search by directory number

The following sections describe how to modify your search to locate a directory number. If you have thousands of directory numbers in your network, you may need to limit your search to find the directory number that you want. If you cannot locate a directory number, you may need to expand your search to include more directory numbers.

Note	Be aware that the directory number search is not case sensitive.

Searching by Directory Number

To search for a phone by its directory number (DN), choose Directory Number and either enter a search criteria (such as begins with or ends with) or click the Find button.

Note	Some directory numbers do not associate with phones. To search for those directory numbers, which are called unassigned DN, use the Route Plan Report window.

Searching by Route Partition

To search for a phone by its route partition, choose Route Partition and either enter a search criteria (such as begins with or ends with) or click the Find button.

Searching by Description

To search for a phone by its description, choose Description and either enter a search criteria (such as begins with or ends with) or click the Find button.

Search Within Results

To refine your search results, you can search for additional information. For example, if you search for directory numbers by directory number, you may want to search within the directory number results for DNs that share the same route partition. After you perform an initial search, check the Search Results check box. You can enter additional, or different, search criteria in the drop-down list boxes. Click Find again to search within the previous results.

Finding All Directory Numbers in the Database

To find all directory numbers that are registered in the database, choose Directory Number from the list of fields; choose "is not empty" from the list of patterns; then, click the Find button.

Dependency records

If you need to find the directory numbers that a specific phone is using or the phones to which a directory number is assigned, choose Dependency Records from the Related Links drop-down list box on the Cisco Unified Communications Manager Administration Phone Configuration or Directory Number Configuration window. The Dependency Records Summary window displays information about directory numbers that are using the phone. To find more information about the directory number, click the directory number, and the Dependency Records Details window displays. If the dependency records are not enabled for the system, the dependency records summary window displays a message.