Support HTTP URL for Music on Hold Media Files Feature Description

This feature allows the specification of an HTTP or HTTPS URL address for a media file to be used by the Music/Video on Hold service.

Business Telephony: This feature adds Vertical Service Code (also known as Feature Access Code, or FAC) support for Anonymous Call Rejection (ACR) service. A user subscribed to Anonymous Call Rejection service can activate or deactivate the service using FACs. The two new FACs are configurable on a per-group basis, with the system defaults being *77 for Anonymous Call Rejection activation and *87 for Anonymous Call Rejection deactivation.

To activate Anonymous Call Rejection, the user dials the activation FAC. The Application Server then plays an announcement to inform the user that the Anonymous Call Rejection service has been successfully activated. If the Anonymous Call Rejection service was already active, the user still receives the announcement. To deactivate Anonymous Call Rejection, the user dials the deactivation FAC. The Application Server then plays an announcement to inform the user that the Anonymous Call Rejection service has been successfully deactivated, even if the Anonymous Call Rejection service was never activated in the first place.

The main functionalities introduced by this feature to Cisco BroadWorks Assistant and Assistant–Enterprise are:

• Movement of common and reusable logic into a library and stabilizing it to the extent where it can be considered as an independent product

• Enhanced synchronization between Cisco BroadWorks Assistant and other clients (CommPilot Call Manager and Cisco BroadWorks Communicator)

• Web Pop Uniform Resource Locator (URL)

• Change of vCard behavior to access via toast

• Support of Lightweight Directory Access Protocol (LDAP) direct and hosted models

• Right-click to dial from Outlook emails

• N-Way Calling support

• Selection directories for keyword search scope

This feature adds the ability to program the Auto Attendant to perform two new actions:

• Play a recorded announcement and then return to the Auto Attendant current menu.

• Transfer the caller directly to the voice mailbox of the extension entered by the caller.

This activity adds two enhancements to the Automatic Callback Polling functionality:

• Provisionable SIP Status Codes – Prior to the delivery of this feature, the Automatic Callback (ACB) functionality triggered on status codes other than 486 (Busy Here) and 600 (Busy Everywhere). For instance, the 480 (Temporarily Unavailable) and 606 (Not Acceptable) status codes triggered the service. This feature changes this functionality to make the list of these status codes configurable. In this way, a customer can limit the Session Interface Protocol (SIP) status codes that trigger this feature.

• Provisionable Activation Digit – The initial implementation of this feature ensures ACB is only triggered by the subscriber entering a “1” when prompted to activate the Automatic Callback feature. This enhancement of this feature makes this digit (prompt and value entered) configurable.

Residential Telephony: Enhances the existing Directed Pickup with Barge-in service to optionally select the most recent active call in a group as the default barge-in target. The user does not have to enter the extension of the active call on which to barge in.

This enhancement is used to support residential multi-line deployments when a user attempts to barge in on an existing call involving another user in the household. This feature is designed to emulate what can be done today with multiple analog phones connected to the same RJ-11 port.

When the Directed Pickup with Barge-in feature access code is enabled, automatic target selection is possible if only one user is active in the Directed Pickup with Barge-in user’s group at the time the Directed Call Pickup with Barge-in service is invoked. An “active” user means either one of these scenarios:

• A user from the same group as the Directed Pickup with Barge-in user (excluding the Directed Pickup with Barge-in user) is involved in one (or more) connected call(s) with another user.

• A user from the same group as the Directed Pickup with Barge-in user (excluding the Directed Pickup with Barge-in user) is the terminator of a call and is being alerted.

If the target is ambiguous because multiple users meet the condition, the Directed Pickup with Barge-in user hears a stutter dial tone, and the target’s extension must be entered.

BroadWorks Mobility is a flexible solution designed to meet the needs of the mobile carrier, enterprise customer, and end user. The Cisco BroadWorks unique mobile hybrid architecture allows extension of the business services environment to the mobile handset. The architecture relies on two distinct components: the Session Continuity Function (SCF) and the BroadWorks Mobile Manager (MM).

• The Session Continuity Function is a platform that communicates with the mobile operator network over standard protocols. Note that it resides in the mobile operator’s network or a hosting center.

• The BroadWorks Mobile Manager performs call processing tasks or provides mobility features and integrates the Mobile Manager and Session Continuity Function by providing flow-through provisioning. Note that the BroadWorks Mobile Manager sits at the customer premises and acts as a front-end to the PBX.

The BroadWorks Mobility Manager and Session Continuity Function work together to seamlessly integrate the mobile network with the business services environment of the enterprise. This integration provides a seamless experience for the end user including the ability to use different mobile access networks, as well as have a consistent business service set on their mobile phone and desk phone.

BroadWorks Mobility is a flexible solution designed to meet the needs of the mobile carrier, enterprise customer, and end user. The Cisco BroadWorks unique mobile hybrid architecture allows extension of the business services environment to the mobile handset. The architecture relies on two distinct components: the Session Continuity Function (SCF) and the BroadWorks Mobility service.

The Session Continuity Function is a platform that communicates with the mobile operator network over standard protocols.

It resides in the mobile operator’s network or in a hosting center.

• The BroadWorks Mobility service is a user-assignable service that enables a user to use a mobile device to engage Cisco BroadWorks enhanced services.

The BroadWorks Mobility service and the Session Continuity Function work together to seamlessly integrate the mobile network with the business services environment of the enterprise. This integration provides a seamless experience for the end user including the ability to use different mobile access networks, as well as have a consistent business service set on their mobile phone and desk phone.

This feature provides a set of mobile capabilities that help meet the key requirements of mobile operators for deployment of business services to the mobile handsets.

The BroadWorks Mobility solution relies on two distinct components, the Cisco BroadWorks Service Control Function Server (SCF), and the Cisco BroadWorks Application Server’s Telephony Application Server (AS TAS) Mobility service. The Cisco BroadWorks Service Control Function Server is integrated with the mobile network on one side and the Cisco BroadWorks Application Server on the other side to provide the mobile network with the business service environment of the enterprise.

The Call Me Now service provides the ability for an external party to initiate a Click-to-Dial call to a Cisco BroadWorks user. For example, a Cisco BroadWorks user could place a Call Me Now widget on a social networking site and their friends could use the widget to place a call to them.

The Call Me Now service configuration for the target user provides for selective screening of the number provided by the external party, the type of answer confirmation that is required, and the ability to enable/disable the service.

In addition, the Outgoing Call Plan (OCP), Outgoing Digit Plan (ODP), Outgoing Pinhole Digit Plan (OPDP), Communication Barring – Fixed (CBF), and Hierarchical Communication Barring (HCB) service configurations are enhanced to support the screening of Call Me Now calls.

NOTE: The target user’s terminating services run as usual for the call initiated to them, so it is possible that the call is screened or redirected instead of being answered by the target user.

This activity adds the following enhancements to the Call Park and Recall feature:

• Provides an audio and visual indication to the “recall” user to distinguish between a reverted and new call

• Provides a visual indication to the target that a call is parked against the extension

• Provides additional call routing and handling options for reverted calls when the receptionist is unavailable or busy

This feature enhances Call Pickup, Directed Call Pickup, and Directed Call Pickup with Barge-in services by allowing unanswered calls to be picked up when a call already exists on the inbound target line/extension.

Prior to this enhancement, picking up calls using Call Pickup, Directed Call Pickup, and Directed Call Pickup with Barge-in services were limited to a single inbound call. If the called party was already on a call and received additional calls, other members of the Call Pickup group could not pick up these unanswered calls.

This enhancement allows all inbound unanswered calls to be picked up by other members of the Call Pickup group regardless of whether the called member has active or held calls.

Residential Services: Enhances the existing Call Return service to optionally configure a two-level activation procedure that supplies an audio prompt with an announcement of the last incoming number and a confirmation to proceed before returning the call.

This feature also adds a FAC to delete the last incoming number and additional system parameters allowing the operator to customize the behavior of the Call Return service.

Enables users to specify digit patterns instead of individual phone numbers on the following selective services: Selective Call Forwarding, Selective Call Acceptance, Selective Call Rejection, Call Notification, and Priority Alert. Digit patterns consist of a sequence of digits followed by the * wildcard. For example, 240* would apply to any calls from phone numbers starting with 240.

Users can also use the “?” wildcard character in specifying digit patterns. The “?” wildcard character represents any single digit (0 through 9) and can be used multiple times anywhere within a digit string. The “?” wildcard can be used with or without the “*” wildcard at the end of the digit string.

Enables a user to answer a call while already engaged in another call. When a second call is received while a user is engaged in a call, the user is informed via a call waiting tone. To answer the waiting call, the user presses the flash hook. The user connects with the waiting party and holds the original party. By pressing the flash hook, the user reconnects to the original party and holds the waiting party. The feature completes when any party hangs up.

Users can activate/deactivate the Call Waiting service for all incoming calls via their web interface. Users also have the option of canceling their Call Waiting on a per-call basis by dialing the respective feature access code for Cancel Call Waiting per Call before making the call, or after a switch-hook flash during the call. Once the call is over, Calling Waiting is restored.

Enables a user to block delivery of his/her identity to the called party. The user controls the service via a web interface, which provides the ability to activate and deactivate the service. If activated, all calls made by the user have the user’s identity blocked.

If this service is activated, users can still choose to allow the delivery of their Calling Line ID on a specific call by entering the respective feature access code (*65 is the default) for Calling Line ID Delivery per Call. Once the call is over, Calling Line ID Blocking is restored.

Enables a service provider to control whether or not the two services below are assigned to a user, rather than being a default capability. Once this service is assigned, users have the ability to enable or disable the service.

• Internal Calling Line ID Delivery

• External Calling Line ID Delivery

Some access devices, specifically embedded Multimedia Terminal Adapters (eMTAs), do not have the ability to mute the modem burst used to deliver the caller ID to the phone in a call waiting scenario. This results in a loud screeching sound being played to the called party.

This feature enhances the current Call Waiting feature to (optionally) disable the delivery of the caller ID if the called party is busy on a call.

This feature enhances the Calling Name Retrieval (CNAM) service by allowing the Application Server to query an external server through a Simple Object Access Protocol/Extensible Markup Language (SOAP/XML) interface. In addition, it provides a configuration option for setting the query method to use, either subscription-based (current) or the SOAP/XML query-based (provided by this feature).

This feature also introduces a new system parameter to control sending the calling name for outgoing PSTN calls. This functionality is unrelated to the Calling Name Retrieval service.

This feature makes the location of the user profile configurable: fully in the Cisco BroadWorks Database Server, fully in the HSS, or both as previously supported.

The configurable user profile location provides more flexibility in choosing the best deployment strategy. The Database Server-only solution does not save profile information in the HSS, thus avoiding the HSS storage requirement and interoperability issues. The HSS-only solution may be preferable depending on HSS performance and geographical distribution or if access to the user profiles through the HSS is required by components external to Cisco BroadWorks. The hybrid approach, Database Server and HSS simultaneously, is preserved for backward compatibility.

This service introduces a system parameter that removes the per-user service assignment requirement for Connected Line Identity Presentation.

The new system parameter, enforceUserServiceAssignment, is configurable through the command line interface (CLI) and is located under Service/COLP.

• If enforceUserServiceAssignment is set to “true”, then the Connected Line Identification Presentation service must be assigned to the user for the user to receive Connected Line Identity Presentation.

• If enforceUserServiceAssignment is set to “false”, then Connected Line Identity Presentation is provided to the originator regardless of whether the Connected Line Identity Presentation service is assigned to the originator.

The default value of enforceUserServiceAssignment is “true”.

Enables users to pre-configure multiple profiles for managing incoming calls differently based on the user’s status:

• Available – In the Office

• Available – Out of the Office

• Busy

• Unavailable

Each profile includes preferences for managing the relevant incoming call functions, for example, Call Forwarding (Busy, No Answer, Always, and Selective), Voice Messaging, Simultaneous Ringing, and Call Notify, which can be configured through a single easy-to-use web page. Users can also select their active profile an IVR menu. If a user elects to use CommPilot Express, it takes preference over all other service settings associated with processing incoming calls.

Business Telephony: Introduces three new Feature Access Codes (FACs):

• Call Forwarding Always (CFA) interrogation FAC

• Call Forwarding Busy (CFB) interrogation FAC

• Call Forwarding No Answer (CFNA) interrogation FAC

The subscriber can dial these FACs to get the current status and destination of the Call Forwarding services listed above. The status is returned as active or inactive and the destination is reported as “voice mail” or the current forwarded number. The default FACs for each status query are as follows:

• CFA Interrogation FAC = *21*

• CFB Interrogation FAC = *67*

• CFNA Interrogation FAC = *61*

The FACs are configurable on a group basis.

The Hierarchical Communication Barring (HCB) feature provides additional flexibility to the Communication Barring functionality.

Communication Barring – Fixed provides the system administrator with the ability to define barring profiles that can be mapped to a subscriber via the Network Class of Service (NCOS) values (by the service provider/enterprise administrators).

This new functionality allows the system administrator to define system-level barring profiles for use by the subscriber on outbound calls. The new feature is available in addition to the Communication Barring – Fixed feature, and provides inbound communication barring via digit pattern matching criteria to the system level.

Companies often reserve a set of cubicles and phones for mobile workers who come into the office from time to time. “Hoteling” enables mobile users to share office space and phones on an as-needed basis, like a hotel room.

The Hoteling service supports this activity by enabling users with guest privileges to log in to a host account via their web portal or voice portal. This enables the employee to use the host phone to make and receive their calls as usual, while retaining their own Cisco BroadWorks user profile.

Localization: Currently, the Auto Attendant service uses the Calling Line ID (CLID) name for name dialing and for name spelling. Unfortunately, the CLID name is a U.S. ASCII string, which cannot contain Unicode characters. In some languages, such as Icelandic, user names can contain Unicode characters. In addition, the Icelandic phone keypad allows the dialing of these Unicode characters.

This feature enhances the Name Dialing feature by allowing Icelandic Unicode characters in the name dialing and in the name spelling.

This feature provides feature access code (FAC) support for interrogating the activation status of the following services and corresponding default FACs:

• Anonymous Call Rejection (ACR) – * 52*

• Call Waiting (CW) – *53*

• Calling Line ID Delivery Blocking (CLIR) – *54*

• Connected Line Identification Restriction (COLR) – *56*

• Selective Call Rejection (SCR) – *51*

This activity introduces a new service called Legacy Automatic Callback (ACB). Similar to the MMTel Automatic Callback already available in Cisco BroadWorks, this service allows a subscriber to reach another busy subscriber shortly after that busy subscriber becomes available. When active, the service monitors the busy subscriber. When that subscriber is available, it recalls the original caller, places a call back to the original busy subscriber, and connects the two parties.

Though similar to the MMTel Automatic Callback in purpose, the Legacy Automatic Callback service is different in important ways. For Legacy Automatic Callback, a subscriber dials a Feature Access Code (FAC) to invoke Automatic Callback toward the last dialed number. This is different from MMTel Automatic Callback, which does not have a FAC, but allows the subscriber to invoke Automatic Callback when a call attempt toward the other subscriber results in a busy indication.

This feature enhances the current Shared Call Appearance (SCA) implementation to identify the actual device that originates or answers the call.

Users with the BroadWorks Anywhere (BA) or Shared Call Appearances (SCA) services are able to originate or answer calls using multiple devices provisioned against that service. For instance, for BroadWorks Anywhere, a call terminating to a BroadWorks Anywhere user may be answered on a device other than the Cisco BroadWorks user’s primary device, but the applicable accounting records indicate the call was answered by the Cisco BroadWorks user (and note that similar behavior is observed with call originations).

This phone list serves as a searchable company directory, listing names, numbers, and email addresses.

Each user added to the group is automatically added to this list. Also included are the extensions for reaching the Auto Attendant(s), Hunt Group(s), and the voice portal, when applicable. Group administrators can add additional phone numbers to the Group Phone List by either adding them individually via their web portal or by importing them from a file.

Emergency numbers, repair numbers, chargeable directory assistance numbers, or GETS reserved FACs cannot be added to the phone list.

Each user can add, delete, edit, and re-order numbers in their Personal Phone List, which serves as a personal speed dial list. Users can add multiple numbers to this list by uploading them from a flat file.

Emergency numbers, repair numbers, chargeable directory assistance numbers, or GETS reserved FACs cannot be added to the phone list.

This feature adds a new user service called Polycom Phone Services. When assigned and configured, it introduces a set of services that integrates Cisco BroadWorks services with features and capabilities on the Polycom family of phones. Specifically, it introduces the concept of a “Polycom Phone Directory”, which allows an end user to add, delete, and synchronize a set of contacts onto their Polycom phone.

This feature will continue to be enhanced in future releases to support additional levels of integration and personalization with Polycom phones.

This feature modifies the Execution Server (XS) Telephony Application Server (TAS) to support the Pre-alerting Announcement feature, which is already supported on the Application Server (AS) Telephony Application Server (TAS).

The functionality described in the Pre-alerting Announcement Service Feature Description; Release 17 is introduced on the Execution Server.

Enables an administrator to specify the maximum call time in minutes for answered (and unanswered) calls. Maximum call time can be specified on a system, service provider/enterprise, group, and user basis. If an answered call exceeds the maximum call time allowed, then the call is released by the system. This helps to prevent fraud and also provides a mechanism to cut off calls that have accidentally been left

off-hook.

Residential Services: Enhances the existing Selective Call Forwarding service by adding the following enhancements:

• Support for “blocked lists”

• Support for calendaring

• Support for activation and deactivation of FACs

In addition, the feature extends the enhancements for “blocked lists” and calendaring to the following services:

• BroadWorks Anywhere

• Call Notify

• Custom Ringback

• Selective Call Acceptance

• Selective Call Rejection

• Sequential Ringing

Selective Services: Private Number Screening (AS)

Selective Services: Private Number Screening (XS)

This feature enhances the logic for selective services to determine whether a selective service should execute when handling private calls. The existing logic now includes an extra screening to verify whether the selective services should consider private calls.

The ability to offer this extra screening is provided through the introduction of a new “true” or “false” system parameter, called screenPrivateNumber.

This enhancement also provides the ability to preserve the previous functionality. The toggling of the new functionality is controlled through the new command line interface (CLI) system parameter, screenPrivateNumber, under SelectiveServices (under CLI hierarchy XS-CLI/Service/SelectiveServices).

The selective services that are enhanced by this feature are the following:

• Custom Ringback

• Call Notification (CN)

• Pre-alerting Announcement

• Selective Call Forwarding (SCF)

• Selective Call Acceptance (SCA)

• Selective Call Rejection (SCR)

Each of the above services behaves differently when there is a matching criterion. When the new screenPrivateNumber system parameteris set to “true” and in the event of the successful privacy screening by a specific selective service, this enhancement does not affect its existing functionality. This means that the service execution of these selective services remains the same.

This enhancement has no impact on the web portal of any of the above services.

This feature enhances the Calling Plans service to allow administrators to manage their forwarded and transferred calls independently of one another.

The current Cisco BroadWorks implementation of Outgoing Calling Plan (OCP) has a single set of restrictions for transferred and forwarded calls. This feature introduces a system parameter that allows for bundling the transfer with regular calling restrictions. Forwarded calls can have their own calling restrictions configured independently.

Allows for incoming calls to ring on up to 35 additional phones simultaneously, connecting the first phone to be answered. If one of the phones is already hosting an active call under the line ID, incoming calls are delivered to the active phone and any outgoing calls from another phone using the same line ID are blocked.

Certain IP phones can present the following states across their lamps: idle, progressing, alerting, active, and held. Certain IP phones can also support the hold/retrieve function, whereby calls on shared lines can be held on one device and retrieved from another registered device.

Example applications of this service include setting up a second line for an executive assistant or creating a hosted key system solution with multiple lines being shared across multiple phones in an office.

This feature modifies the Cisco BroadWorks Application Server to allow Unicode characters to be used in the identity name (for example, calling line identity name and connected line identity name) on system interfaces such as Session Initiation Protocol (SIP) and Media Gateway Control Protocol (MGCP).

The Application Server’s SIP RFC 3261 compliance is enhanced to encode and decode bytes using UTF-8 (RFC 3629) without relying upon the file.encoding system property being UTF-8.

The Application Server’s MGCP RFC 3435 and RFC 3660 compliance is enhanced to encode and decode bytes using UTF-8 without relying upon the file.encoding system property being UTF-8.

This feature provides enhancements to BroadWorks Custom Ringback, Music On Hold, and Video On Hold services. The enhancements include:

• User-defined Custom Ringback for “Call Waiting” calls, which allows users to select an alternative media source for Call Waiting calls. Users have two options for Custom Ringback, one for initial calls and an alternative option for waiting calls.

• User-defined Music On Hold, which allows users to select their own media for Music On Hold.

• User-defined Video On Hold, which allows users to select their own media for Video On Hold.

This feature enhances the Hoteling Guest service as follows:

• Allows the guest to access the voice portal using the guest’s main device or from a Shared Call Appearance (SCA) location even if the guest is still associated with a Hoteling Host.

• The option to disassociate from a remote host is added to the voice portal Hoteling menu to allow a Hoteling Guest to disassociate from a remote Hoteling Host.

Enables an administrator to force all calls to query the Network Server on a system, service provider/enterprise, or group basis. With this feature engaged, all calls from a group are directed to the Network Server (usually, only inter-group calls query the Network Server).

Furthermore, to support residential and enterprise users on the same system, it is important to be able to designate groups to have calling line identity restrictions enabled or disabled. For enterprise groups, they should be disabled (default) and for residential groups, they should be enabled. This feature allows an administrator to specify if calling line identity restrictions are enabled or disabled for a group on a system, service provider/enterprise, or group basis. When incoming calls are received, this feature is checked to determine if calling line identity restrictions are enforced or not.

All of the configuration parameters are provided in a hierarchical manner. There are identical parameters at the system, service provider/enterprise, group and user (if applicable) layers. The user has the highest precedence, and the system has the lowest precedence. On a per-call basis, the system selects the parameter to use based on the precedence. Thus, the user parameter is used if it is configured, otherwise the group parameter is used if it is configured, otherwise the service provider/enterprise parameter is used if it is configured, and lastly the system parameter is used if all other layers are not configured.

Some markets have regulations that specifically forbid toll bypass. Deploying Cisco BroadWorks in such markets requires that the system (for example, routing on the Application and Network Servers) be configured appropriately. However, appropriate routing configuration is not enough to prevent all toll bypass scenarios. This feature is introduced to cover the cases that cannot be handled by routing alone, in particular:

• Call Forwarding

• Call Transfer

• Conferencing

Each user is assigned a “home zone” that corresponds to their actual location, and the above services are prevented from linking (forwarding, transferring, or bridging) a public-switched telephone network (PSTN) party with a Cisco BroadWorks party from another zone. Users in an enterprise can always call each other freely regardless of zones.

Enables the tracking of calls made to outside of the group by prompting users for an account code. This service does not validate the codes entered (see Authorization Codes), so calls are not blocked. Account codes are managed by the group administrator and can be two to 14 digits long. Note that groups cannot have this service and the Authorization Codes service enabled at the same time.

Account Codes can also be implemented on a per-call basis in which users have the option to enter an account code by dialing a feature access code before the call, or by flashing the switch-hook during a call and then dialing the feature access code (for example, to register an incoming call from a client).

This feature introduces a new report for the Enhanced Call Center Reporting solution. This report provides information related to the activities performed by an agent. These agent activities include:

• Automatic Call Distribution (ACD) state changes of the agent

• Entering of disposition code for a call handled by the agent

• Detailed information about calls handled by the agent

This feature allows the Network Server to process a request from a routing network element (NE) in access-side mode or network-side mode, depending on the signaling information in the request. Prior to this feature, a routing NE could be either an access routing NE or a network routing NE, but not both. With this feature, a routing NE can be both an access routing NE and a network routing NE, with the Network Server determining whether to apply access-side or network-side processing, based on signaling information in the Session Initiation Protocol (SIP) request. Specifically, the Network Server can process the request in access-side mode if it contains tgrp/trunk-context parameters in the Contact Uniform Resource Identifier (URI) or if it contains an otg parameter in the From header that identifies a known trunk group.

Additionally, when the Network Server receives a request from a routing NE, it may optionally select the routing profile of that routing NE even if the Network Server recognizes the originator.

This feature addresses the need to populate the desired phone number in the Tel URI of the P-Asserted-Identity header. There are two approaches to define the desired phone number:

• The first approach is to use the Trunk Group Identity in the Tel URI of the P-Asserted-Identity (PAI) header for all trunk group-originated calls. This need arises because some deployed devices only use the information in the Tel URI of the P-Asserted-Identity header even when SIP URI is present. In such cases, the pilot user’s DN may be lost if it is in the SIP URI and not the Tel URI.

• The second approach is to use the charge number in the Tel URI of the P-Asserted-Identity header for all Cisco BroadWorks-hosted users. This includes virtual users; distributed group calls (DGC) users, and trunk group users. This approach, when configured, has a higher precedence than the first approach for Trunk Group Identity.

The Auto Attendant serves as an automated receptionist that answers the phone and provides a personalized message to callers with options for connecting to the operator, dialing by name or extension, or connecting to up to nine configurable extensions (for example, 1 = Marketing, 2 = Sales, and so on). Configuration via the CommPilot group web interface also allows for hours of operation to be modified, with different options available for hours that the company is open or closed. Group administrators use their voice portal to record auto attendant greetings. For example, a message can be left remotely to indicate that the office has been closed due to inclement weather. In addition, users have the ability to record their name for playback when a caller dials by name or extension.

A group can have multiple Auto Attendants configured, either individually (for example, customer service with separate business hours) or integrated into a multi-level Auto Attendant (for example, enterprise’s main Auto Attendant is configured to seamlessly route to the Auto Attendant of a particular department or location).

This feature aims to enhance usability of Auto Attendant for callers who use mobile devices or devices on which the announcements cannot be heard while digits are being pressed on the keypad.

When a caller dials a name, Auto Attendant keeps collecting the user’s input even after Cisco BroadWorks finds that there is no match until the user stops inputting and only then plays an error message. If a name dialing search leads to no matches, the caller is offered to dial 0 to be transferred to the operator directly instead of having to go back to the main menu.

The following enhancements have been added to the Auto Attendant service:

• Immediate Extension Dialing – enables callers to dial an extension through the first level of the Auto Attendant without having to first select the extension dialing option.

• Dial by First Name – name dialing is enhanced to consider both the first and last name, instead of only the last name.

• Holiday Schedule – enables administrators to set the after-hours menu for selected dates (for example, recurring holidays)

• Business Hours Support – enhancement enables administrator to set different business hours for different days of the week.

The Cisco BroadWorks Call Center is comprised of several components that interact to deliver the overall solution. The solution is primarily an inbound CallCenter; however it allows individual agents to perform outbound dialing (that is, no centralized power dialer for now). In addition, the positioning of the solution is typically aimed at small medium business (SMB) markets requiring informal CallCenter functionality.

The agent and supervisor are deployed as a single desktop application. The features exposed are dictated by the license granted to the individual attempting to log in.

Following is an overview of the main Call Center functionalities introduced by this feature:

• Support for revised Cisco BroadWorks Call Center solution architecture

• New look and feel and user interface (UI) interactions

• Support for Windows Vista

• Minimum JRE requirement of 1.5.11 (or higher maintenance releases) and support for Java 1.6.2 (or higher maintenance releases)

• Enhanced reports

• Supervisor dashboard

• Message waiting indicator (MWI) for Call Center’s voice mailbox on client

• Maximum Automatic Call Distribution (ACD) Wrap-Up timer

This feature implements the following enhancements:

• Agent Escalation – Allows the agent to escalate a call to a supervisor.

• Emergency Calls – The supervisor is immediately placed into a conference with the agent and the user/caller.

• Silent Monitoring – Allows the supervisor to listen into calls being handled by their agents. An optional tone allows agents to know that they are being monitored.

• Customer Originated Trace – Permits an agent to issue a trace on any call presented to them. The trace can be issued mid-call by pressing a key.

This feature provides visibility into queues that are on the same lines as they are on the Dashboard for the supervisors. As well, this enhancement enables a simplified dashboard for agents in the Call Center application.

The existing BroadWorks Agent license is required to enable this feature.

Call Center service: This activity provides the following call treatment enhancements:

Mandatory Entrance Announcement – This is an optional queue entrance message. The administrator has the option to enable or disable the entrance message. The message can be flagged as mandatory, which forces the entrance message to be played to completion. The entrance message is available to all queue types (Basic, Standard, and Premium).

External Music Source – The administrator can specify an external music source for Music On Hold (MoH). The Music On Hold option is available to all queue types (Basic, Standard, and Premium).

Centralized File Location Addressable by HTTP – The Cisco BroadWorks Media Server is used to play media files to the caller when needed.

For each announcement, the administrator can upload an alternate audio/video announcement file or specify a uniform resource locator (URL) to a file located on a centralized file repository. In the latter case, the Media Server retrieves the file using the URL via the Hypertext Transfer Protocol (HTTP).

Comfort Message Bypass – Introduces a policy that permits calls that are expected to be answered quickly to be provided with alternate comfort messages instead of the usual comfort/Music-On-Hold treatments.

This policy applies after the entrance message has finished playing (if applicable), and is only available to Premium call queues.

This feature adds the ability for a Call Center Supervisor/Agent client application user to delete selected call log entries and prevent them from being displayed on the client interface. Deleting entries removes the call logs from the client as well as the server.

End users can now select and clear a single call log, multiple call logs, or all logs.

This enhancement introduces an option to restrict functionalities in the Thin Call Center Deployment Studio Image (DSI) and command line interface (CLI), respectively.

The following functionalities can be restricted through the DSI:

• Escalate Button

• Emergency Escalate Button

• Reporting Link

• Outbound Call Calling Line ID (CLID) Selection (in the Application menu and in the main screen)

The Hoteling Host feature can be restricted through the CLI.

This activity modifies the Cisco BroadWorks Call Center solution in the following areas:

• Remodeling of the BroadWorks Call Center offering

• Queue call processing and policies

• Multiple queue priority routing

• Agent and supervisor functions

This activity also implements the following miscellaneous enhancements:

• Password history

• Media file maximum size constraints

This feature implements the following enhancements for the Call Center solution:

• Agent Hold and Retrieve Enhancements

• Distinctive Ringing

• Agent Whisper Message

• Call Center Outgoing Call

• Call Center Call Information

• Call Treatments Chaining

• DNIS Enhancements

• Workflow Enhancements

Call Center service: Introduces a policy that permits the forced transition of a Call Center agent from available/wrap-up to unavailable status. The transition occurs under the following conditions:

• The agent is making or receiving a personal call

• The agent is enabling the Do Not Disturb (DND) service

• The agent is not answering an incoming ACD call (bounced call)

Forced agent unavailability default settings are configured at the system level or group/enterprise level. These settings can be overridden at the agent level.

The triggers described above apply for both Standard and Premium type agents, except for the personal call trigger that applies only for Premium type agents.

Call Center service: Introduces a Queue policy configuration option that allows calls to Call Center agents to be automatically answered and rendered over the device’s speaker and microphone.

This Queue policy is only available to queues of type Premium.

It is important to note that the agent’s device must support the remote control talk event package.

Call Center service: Introduces a policy allowing a Call Center to temporarily divert new incoming calls to a new route defined by the customer. This feature is independent of the Night service route.

Forced forwarding of calls does not affect calls already in the Call Center’s call queue. These calls are routed to and presented to the Call Center agents in the usual way.

This feature is typically invoked when a change in business conditions dictates calls to be redirected to another Automatic Call Distribution (ACD) other than Night service of overflow routes.

Call Center service: This activity updates the Call Center licensing scheme.

Three new user services have been added to Call Center licensing:

Call Center – Basic:

• License Type = User

• Service Quantity Type = User Service

Call Center – Standard:

• License Type = User

• Service Quantity Type = User Service

Call Center – Premium:

• License Type = User

• Service Quantity Type = User Service

The following existing group licenses have been removed:

• Call Center

• Call Center Video

Call Center instances can be created if one of the new user services is authorized to the group. The video license is no longer required to enable video on Call Center instances.

The following existing user licenses have been removed:

• Call Center Supervisor Reporting

• Call Center Enhanced

• Call Center Express Agent

This feature allows:

• Intelligent Interactive Voice Responses (IVRs) to associate a data tag with a call being inserted into a queue.

• The client (Agent/Supervisor) to access the data tag via Xsi-Events and to expose it via the Web Pop URL.

Call Center service: Introduces two features: Night Service and Holiday Service.

Night Service– This Call Center service provides a policy to perform different routing during hours that the queue is not in service (generally after business hours). The service is invoked via a schedule that defines the business hours of the queue.

Holiday Service – This activity introduces a policy that permits calls to be processed differently during holiday periods. The holiday schedule is defined at the group level. The Queue policy allows the configuration of a specific routing action when a call is received during a holiday period. If no holiday schedule is defined for the queue, then all incoming calls to the queue are processed as if they were received during a non-holiday period.

Call Center service: Introduces a policy that determines which call in the queue, based on priority, should be delivered to an agent when this agent becomes available.

The Priority Routing policy offers two settings:

• Longest Wait – When this setting is selected, the wait times of the next call in line from each queue where the agent is staffing are compared. The longest waiting call is selected and delivered to the agent.

• Fixed Queue Priority – When this setting is selected, a list of precedence is configured among the queue of the group/enterprise. The call from the highest precedence queue that the agent is staffing is selected and delivered to the agent.

For either setting, bounced calls always have priority over non-bounced calls. If there is more than one candidate-bounced call, then they are prioritized based on the original time at which the call was offered to an agent.

This policy is configured at the group/enterprise level.

Call Center service: Enhances the handling of the following routing conditions:

• Stranded calls

• Bounced calls

• Overflow

The following describes each enhancement in additional detail:

Stranded calls – A policy is provided that allows a queue to be configured to determine what to do with a stranded call. A stranded call is defined as a call already queued in an ACD with no agents logged in. The current Enable Call Queuing when Call Center is Not Staffed is replaced with this function.

Bounced calls – A policy is provided that allows a queue to be configured to determine what to do with a bounced call. A bounced call is defined as a call that is being routed to the agent but for some reason the call is not answered. This feature enhances the current Skip to Next Agent After X Rings function.

Overflow – A policy is provided to perform overflow processing. Overflow processing permits calls to be processed when a large number of calls have been received or calls have been waiting longer than a configured threshold. This enhances existing queue functionality and is configured in the Forward Call After Waiting X Seconds option in the No Answer Settings configuration.

This feature enhances the Call Center statistics provided through the Cisco BroadWorks web portal.

Specifically, this feature enhances the Call Center statistics by:

• Harmonizing the definitions of the statistics accumulated on the Cisco BroadWorks Application Server with the definitions of the statistics accumulated on the reporting server.

• Providing configuration options to the administrator to turn off the accumulation of Call Center statistics on the Cisco BroadWorks Application Server and allow the web portal interface and daily email report functions to retrieve the statistics from the reporting server (if available and configured), which enhances scalability and performance of the Cisco BroadWorks Application Server.

• Enhancing the web-based presentation to allow a web user to configure a specific period for which statistics are requested.

• Changing the retention period of statistics accumulated on the Cisco BroadWorks Application Server to 48 hours.

Maintaining statistics even if an agent is removed from the Call Center queue, or if the agent’s user profile is removed from the Cisco BroadWorks Application Server cluster.

This feature introduces two new Call Center functions:

• Unavailable codes

• Agent Wrap-up state management

This feature provides an option to play the estimated wait message (EWM) periodically at a specified interval. The estimated wait time or queue position is recalculated before playback. The updated EWM is played before or after the comfort message if they conflict; however, it does not interrupt/replace the comfort message.

This feature is applied to all call center types (Basic, Standard, and Premium).

This feature adds usability enhancements to the BroadWorks Call Center client in the following areas:

• Displays a sorted list of agents or call centers for selection when generating reports.

• Displays the agent call center join status on the Monitoring screen as long as the mouse is paused over the agent.

• Removes the held calls from the Agent Call Summary pie chart in the Agent Utilization Report. Held calls are a subset of the other call types and should not be in the pie chart.

This feature enhances the following usability aspects of the Hosted Thin Call Center application:

• This enables supervisors to make agents join their respective queues.

• This enables supervisors to navigate to the Agents directory and the Queue widget from the Dashboard.

• This enables supervisors to hide agents with the Sign-Out Automatic Call Distribution (ACD) state.

• The agent status is shown for all agents in the Dashboard.

• The CALL and EXT action buttons are merged.

• Hom

Enables business groups to set up a basic Call Center with incoming calls received by a single phone number distributed among a group of users, or agents. The following functionality is supported:

• Agents log in and log out

• Uniform distribution of incoming call to the available agents

• Queuing of the incoming calls that cannot be answered immediately

• Overflow to a given destination when the group is unable to accept calls

• No-answer policy to redirect call to the next agent if not answered in a specific number of rings by the previous agent

• Deflection to a given destination outside of business hours

• Music On Hold

A variety of statistics are provided to monitor the performance of Call Centers, such as Average Number Agents Busy and Average Hold Time Before Call Loss. Statistics are also provided to track individual agent performance, such as Average Time Agent Spends on Calls and Amount of Time Each Agent Logged On and Idle. A statistics report is generated at the end of each day and sent to one or two email addresses.

Option to append Caller ID prefix for calls distributed by Call Center service, thereby enabling Call Center agents to distinguish from direct incoming calls, for example, “Support – John Smith”.

Enables the Priority Alert/Ringing service (listed above) to be assigned to a Call Center, rather than assign the service to each agent individually.

The following new call distribution policy is available for Call Centers:

Weighted Call Distribution – enables calls to be distributed to agents according to a pre-defined weighting. Each agent is assigned a weight corresponding to the percentage of incoming calls they should receive.

This feature is designed to forward the hunt group call to a different number instead of the no answer number, if all devices are unreachable.

In addition, it triggers a busy condition if all the agents are busy except for the unreachable agents. This is a configurable behavior.

This enhancement introduces a new Call Recording user service, which provides a Session Initiation Protocol (SIP)-based interface toward Third Party Call Recording (3PCR) platforms.

The Call Recording solution feature applies to the Hosted Private Branch Exchange (PBX) and Business Connectivity applications, and the Call Center solution, in particular.

Supporting a hosted Call Recording solution, allows service providers to:

• Implement a Call Center Call Recording solution, and

• Meet a regulatory requirement in the Europe, Middle East, and Africa (EMEA) market.

It is important to note that Cisco BroadWorks does not provide media storage or management of the archived recordings; it streams media to a 3PCR platform.

This service introduces an enhancement to the existing Call Recording user service by providing the capability to record video in addition to audio. It interfaces with the Third Party Call Recording platform (3PCR) using SIP to support audio and video recordings in both single and dual modes. It also interfaces with the Cisco BroadWorks Media Server to enable the streaming of media to the users and the 3PCR platform.

This feature enables support for the recording of three-way and n-way video conferences in both single and dual modes.

This feature enhances the Call Recording service to enable a user to start, stop, pause, and resume call recordings. The availability of the new functionality is determined by the recording mode.

This feature introduces two new recording modes:

• Always with Pause/Resume

• On Demand with User-Initiated Start

This feature resolves cases where a Business Telephony user can be misled by the Calling Line ID (CLID) displayed on the terminating phone, specifically after a call is transferred.

In these cases, the terminating user sees the CLID of the user that transferred the call, not the transferred party. The originating user only sees the initial number dialed even if the call has been transferred to a different user on the terminating end.

This enhancement allows the terminating or originating calls to be updated with the new connected user’s identity when the remote connected party has changed (for example, from a call being transferred from one party to another).

This feature uses the SIP UPDATE (RFC 5876) or Re-INVITE request with a P-Asserted-Identity (PAI)/Remote-Party-ID (RPID) to update the session dialog with the new connected user identity when the remote connected party changes.

This feature provides the support for multiple Calling Line Identities to comply with the rules defined in 3GPP TS 29.163.

The TS 29.163 specification defines the interworking between SIP and ISUP for PSTN gateway, or MGCF. In ISUP, the asserted number is populated into the Calling Party Number (CgPN) parameter and the presentation number as an Additional Calling Party Number (ACgPN) is populated into the Generic Number (GN) parameter. Conversely, in SIP, the asserted identity is populated into the P-Asserted-Identity (PAI) header and the presentation identity is populated into the From header. This feature implements the standards-based Multiple Calling Line Identity Model. It is applicable in both standalone and IMS configurations of the Application Server.

Additional call types added to Incoming Calling Plan:

• Calls From Within Group – allows calls to be received from other users within the group

• Restricted Calls From Within Group – similar to Calls From Within Group call type, but does not allow another user from within the group to transfer or forward a call to the user

Enhanced version of the basic Outgoing Calling Plan provides administrators with a greater degree of control over outgoing calls made from within their group. In addition to “blocking” or “allowing” given call types and digit strings, administrators have the following options for configuring the outgoing calling profile of their group, department, and individual users:

• Authorization Codes – selected users can be prompted for an authorization code to allow specified call types or digit strings. Administrators can pre-configure one or multiple authorization codes to be entered by users. Use of this feature within the Enhanced Outgoing Calling Plan takes precedence over the standalone Authorization Code service.

• Sustained Authorization Codes – users have the option to enter a sustained authorization code to unlock calling from their phone. When the feature is enabled, users cannot be prompted for an authorization code every time they make a call that requires an authorization code, as defined by the Enhanced Outgoing Calling Plan. Separate feature access codes are used to turn this feature on and off.

• Call Transfer – specified outgoing call types and digit strings can be automatically transferred to one of up to three transfer destinations that administrators can pre-configure. For example, international calls made from a conference room can be transferred to a company operator who validates the user’s identity and their purpose for making an international call.

Existing configurations are retained when Enhanced Outgoing Calling Plan is assigned to replace the basic version of the service.

Additional call type is added to Outgoing Calling Plan:

Restricted Group – allows calls to other users in group, but (unlike Group call type) does not allow a called user within the group to transfer or forward the user’s call

Residential Services: The Communication Barring services enables restriction, for specified users, of originated or redirected calls that match specific criteria.

This feature adds support for Communication Barring – Fixed (CBF) service. This service uses the concepts of network class of service (NCOS) and barring profile. A NCOS allows for mapping a subscriber to an active barring profile. A barring profile specifies the barring criteria and actions.

The Communication Barring – Fixed service is invoked when a call is explicitly or implicitly originated by the end user, specifically:

• Call Origination

• Call Forwarding (all variants)

• Call Transfer

Upon call origination, the service analyzes the call and compares it against the communication barring profile associated with the user’s NCOS. If the call is allowed, it is processed as usual. If the call matches any of the criteria defined by the service, it is treated according to the proper option such as block, send to treatment, allow timed, and so on.

It is important to note that the Communication Barring – Fixed service cannot be activated or deactivated under the control of the end user.

This feature provides the following enhancements to Call Processing Policies:

• The Maximum Number of Concurrent Redirected Calls policy is enhanced to always cover attended transfers.

• The Use User Phone Number for Group Calls when Internal CLID is Unavailable policy is added.

• The Use User Phone Number for Enterprise Calls when Internal CLID is Unavailable policy is added.

• The Include Redirections in Maximum Number of Concurrent Calls policy is added.

Provides each group administrator with the option to specify the feature access codes (also known as star codes) associated with their services (for example, Last Number Redial, Call Return) via the CommPilot group web portal. Users can see, but not edit, the feature access code associated with each service at any time by referencing their CommPilot personal web portal.

Group administrators have the option configure two different feature access codes for the same service. For example, *69 and #81 could both be used to enable Call Return.

This feature adds the ability to make the Hunt Group calling line ID (CLID) changes made by the system level to be optional at the Hunt Group level. Prior to this service, a system-wide CLI parameter determines if the Hunt Group’s name is included in the CLID.

When a call is placed to a Hunt Group, the Hunt Group’s name can be added to the CLID.

This activity adds new CLID controls to the Hunt Group. The Hunt Group administrator has the option to continue using the system level CLID settings or override the system settings and specify the CLID settings for the Hunt Group.

The first new setting, “Use the system default CLID configuration”, if selected, specifies that the Hunt Group continues to use the current system CLID configuration.

The second new setting, “Customize the CLID for this Hunt Group” if selected, specifies that the Hunt Group CLID setting is based on the sub setting “Include the Hunt Group name in the CLID”. If the sub setting is selected, then the Hunt Group’s name is included in the CLID. If not selected, then no CLID modifications are made and the CLID looks like a direct call to the agent.

NOTE: The “Customize the CLID for this Hunt Group” setting affects Hunt Group calls but does not affect Call Center calls.

This feature allows signing of web applications using a custom certificate. To get access to the signing functionality, the CLI provides a level under the web application specific level. This level appears if and only if the web application contains Java Application Resource (jar) files that can be signed. The name of this level is called Certificate and it is used to perform the following operations:

• Get the current file signature type, “BroadSoft” or “Custom”. By default it is assumed that all required components are signed with the “BroadSoft” certificate.

• Generate a custom certificate signing request (CSR) to

  /tmp/[WebAppName_version].csr. The CSR length can be set between 512 to 4096 bits inclusively (default is 2048 when not specified).

• Upload a custom certificate for custom signature.

• Sign the jar files using either the BroadSoft or a custom certificate.

• Export a custom certificate to use it on different web applications and/or different servers.

• Remove a chain file.

To get access to this level, the web application must be activated.

Provides group administrators with the option of establishing an additional department layer of administration (for example, Sales, Engineering) to which users would be associated. This capability is especially useful for larger enterprises that want to distribute responsibilities for day-to-day administration. Group administrators have the option of establishing default calling plans (incoming, outgoing) for each department. In addition, name dialing within an Auto Attendant can be restricted to the users within a department.

Department administrators can be created to manage the following tasks within their respective departments:

• Add, modify, and delete users within a department

• Assign, modify, and remove personal services for users within a department

• Configure the following group services, if they have been assigned to the department: Call Centers, Hunt Groups, Account Codes, Authorization Codes, Series Completion, and Call Pick-Up

Clients: Deployment Studio is a tool that performs customizations of several Cisco BroadWorks client applications. This feature enhances Deployment Studio to:

• Improve support for localization

• Make improvements to expose default values for settings

• Change the “look and feel” slightly

• Support Vista

Deployment Studio offers support for localization enhancements to the following client applications:

• Receptionist

• Call Center Agent/Supervisor

The Deployment Studio Image (DSI) for each supporting client supports the following pre-bundled languages:

• English-U.S. (Default)

• French

• German

• Italian

• Spanish (Spain)

• Spanish Central America and Latin America (CALA)

• Simplified Chinese

In addition to the pre-bundled language support, the Deployment Studio Image for the supporting client application provides a custom language choice from a list of modern world languages where the network administrator must provide their own translations.

This feature enhances the Directory Number Hunting (DNH) service by providing more flexibility:

• It allows for terminating the calls to the agent device first.

• It allows for using the original agent’s service for busy and no answer calls.

This feature introduces a new Find-me/Follow-me (FMFM) service, which allows for the dispatching of incoming calls across multiple family devices.

For a given FMFM group, it is possible to create an Alerting policy that combines Sequential and Simultaneous Ringing. The FMFM Alerting policy can be applied to members of the family (that is, Cisco BroadWorks group members) and addresses (that is, phone numbers, extensions, and Session Initiation Protocol [SIP] Uniform Resource Identifiers [URIs]).

This feature also adds the ability for members of the FMFM group to perform a Call Push to send a call back to the FMFM group so that another member of the group can answer the call.

Front Office: Adds functionality the Call Park service for Receptionist clients.

Advanced Core Services: Extends the functionality of the Call Park service.

Front Office: Adds functionality the Call Park service for Receptionist clients.

Advanced Core Services: Extends the functionality of the Call Park service.

This feature modifies the Execution Server (XS) Telephony Application Server (TAS) to support the Group Night Forwarding feature that is already supported on the Application Server (AS) Telephony Application Server. This feature is introduced on the Execution Server with functional parity with Release 20.0 of the Application Server. For more information on the functionality, see the corresponding Application Server Feature Description (FD), which is the Group Night Forwarding Feature Description.

For more information, see the Cisco BroadWorks Service Guide, Cisco BroadWorks Service Interaction Guide, and Cisco BroadWorks XS Mode ISC Interface Specification.

A new type of service, the Group Paging service, is introduced as part of this feature. The Group Paging service allows the administrator to configure the DN and targets/recipients as well as the originators to be a part of the service. The Group Paging service alerts all targets and connects them into a multi-way conference with the originator when the group paging DN is dialed.

Instances of the Group Paging service are included in the organization directory based on the privacy settings. The paging group is also available for extension dialing based on the Auto Attendant Extension Dialing Privacy option settings.

Allows users within a group to be included in a specified sub-group to handle incoming calls received by an assigned Hunt Group’s phone number. Group administrators can choose from any of the following “hunt” schemes, each of which rings the specified phones in a different manner:

• Circular – sends calls in a fixed order. The call is sent to the first available person on the list, beginning where the last call left off

• Regular – sends calls to users in the order listed by an administrator. Incoming calls go to the first available person on the list, always starting with the first person on the list

• Simultaneous – rings all of the users in the group simultaneously; the first user to pick up the ringing phone is connected

• Uniform – as a call is completed, the user moves to the bottom of the call queue in a shuffling fashion. The next incoming call goes to the user who has been idle the longest. If a user receives a call that was not directed to them through the Hunt Group, the call is not included in the receiving order for uniform calls

Group administrators can also establish a No Answer Policy to redirect calls to the next agent if not answered in a specific number of rings by the previous agent. If all idle phones have been visited once without answer, there are two options for handling the call: forward call to an external number, or give the call a Temporarily Unavailable treatment, which can trigger a service such as voice mail.

Option to append caller ID prefix for calls distributed by the Hunt Group service, thereby enabling users to distinguish from direct incoming calls, for example, “Support – John Smith”.

The following services can be assigned to Hunt Groups:

• Priority Alert/Ringing – assign service to entire Hunt Group, rather than to each individual line

• SMDI Message Desk – send redirecting information for calls received by the Hunt Group to legacy voice mail system over an analog SMDI interface. This information (calling number, called number, redirection information) can be used by the voice mail system to redirect the calling party to the user’s mailbox and provide the correct greeting

The following new call distribution policy is available for Hunt Groups:

• Weighted Call Distribution – enables calls to be distributed to agents according to a pre-defined weighting. Each agent is assigned a weight corresponding to the percentage of incoming calls they should receive

Enables a user to call a number that provides a group of members with an instant conference bridge. When the user dials the specific group call number, the system alerts all members in the group and, as the members answer, they are joined into a multi-way conference. If the originating user uses the Push To Talk feature, then the attributes of the Push To Talk feature are used (one-way or two-way broadcast, auto-answer, access control list). This use of Push To Talk added to Instant Group Call equates to “group intercom” functionality. The Push To Talk or forced-off-hook functionality is engaged are when a member receives a Push To Talk group call.

An administrator defines a virtual group composed of a list of member users. These members can be part of the same group or enterprise (specified by user name, extension or location code + extension) or can be external users (specified by a phone number or SIP URI).

This feature enhances the Intercept Group and Intercept User services in the following ways:

• A new option is offered to route outbound calls made by intercepted users to a configurable customer care number after the intercept announcement is played.

• A new option is offered to allow incoming calls to intercepted users (referred to as “partial intercept”).

• Partially intercepted users are provided with a blocking announcement that differs from that for fully intercepted users.

• A new option is offered to allow outbound local calls to intercepted users.

• A new option is offered to send inbound calls to intercepted users to Voice Mail instead of playing an announcement.

• A new option is offered to allow certain types of inbound calls to intercepted users (for example, Public Safety Answering Point [PSAP] call back or customer care), as specified by a carrier-defined list of numbers.

Business Telephony: This feature enhances the existing Music On Hold (Moth) service and Call Center Music On Hold service to allow supporting different audio sources and audio codecs for internal (intra-group or intra-enterprise) calls and external calls.

The objective of this enhancement is to better manage the quality of service (QoS) and bandwidth used to provide Music On Hold to internal and external users. This is accomplished by:

• Allowing the system administrator to select the alternate media source and preferred codec to play back the Music On Hold service.

• Optionally, allowing the group administrator to select an alternate media source and codec for internal calls to play back the Music On Hold service.

By default, the same Music On Hold source and audio codec are used for both internal and external calls.

Music On Hold audio source can be configured at the department level. If an audio source has not been specified for the department, the group-defined audio source is used by default.

Enables users to enable/disable Music On Hold on a per-call or persistent basis by either using the respective feature access code or their web portal. This service is especially useful for users are participating in a conference call.

New group feature that allows for unidirectional paging to a defined group of users by dialing a group paging directory number or extension. Configuration of this feature is done by a group administrator or one higher access credentials.

When an authorized user dials a group paging directory number or extension, all of the “targets” (those users who should receive the page) ring. Upon answering, the targets are placed in a multi-way conference.

This feature also permits the provisioning of “nested paging groups”. A paging group can be defined as a target within another paging group. As an example, Paging Group A can contain Paging Group B and Paging Group C as a nested paging group. Dialing Paging Group A also rings all targets defined in Paging Group B and Paging Group C. It is important to note that nesting is limited to a single level. As an example, Paging Group B (listed above) cannot contain Paging Group D as a nested paging group. A maximum of 294 targets can be defined in a paging group (total single targets and nested group targets).

This feature provides an enhancement to the Cisco BroadWorks call screening services called Outgoing Pinhole Digit Plan (OPDP). This enhancement allows an administrator to provision digit patterns and associated screening actions, which the system applies before the Outgoing Calling Plan (OCP) and Outgoing Digit Plan (ODP) screening services. When a pinhole digit pattern is matched, the system allows a call that might otherwise be blocked by the Outgoing Calling Plan or Outgoing Digit Plan services.

Additionally, this feature enhances the syntax used in the Incoming Digit Plan and Outgoing Digit Plan services to allow digit ranges.

This activity ensures that the Call Center (Agent and Supervisor) and Receptionist hosted thin client applications are fully supported with Microsoft Outlook 2010 64 bit.

The activity also ensures these hosted thin client applications are compatible with the 32-bit version of Microsoft Outlook.

Business Telephony: This feature enhances Cisco BroadWorks support for Outside Access Codes (OAC) by introducing a Dial Plan policy. Prior to the implementation of this feature, the system processed Outside Access Codes through the Digit Collection policy on the Application Server and the Voice Virtual Private Network (VPN) policy on the Network Server. The two policies were not integrated, which led to inconsistent OAC handling in certain types of call originations.

The Dial Plan policy is implemented on the Application Server and replaces the Digit Collection policy. The Dial Plan policy addresses the limitations described above by ensuring that OACs are processed consistently regardless of the origination method (client or device) or Media Gateway Control Protocol (MGCP) or SIP.

The Application Server Dial Plan policy provides a complete OAC function, enabling the application of the Outgoing Calling Plan/Outgoing Digit Plan to be transparent with the OAC.

The Network Server Voice VPN policy remains unchanged and can still be used as an overlay to the Application Server Dial Plan policy when more complex dial plan configuration is required for an enterprise.

This set of features covers BroadWorks Receptionist, herein referred to as Receptionist. This document catalogs the new features and enhancements included in the operator console. The following is a list of the main features introduced:

• BroadWorks Call Center Integration n Queue Monitoring and Manipulation

• Pluggable Speed Dials Directory

• Pluggable Direct Lightweight Directory Access Protocol (LDAP) Directory

• Pluggable Phone Status Monitoring (PSM) Directory

Front Office: Provides four main areas of functionality that improve the workflow so that a user can now answer a call with the space key, type the destination number, and press the Enter key to transfer the call.

• The ability to now accept calls with the space key. The Function keys from F1 to F10 answer the call for each respective switchboard line where F1 corresponds to the first line in the switchboard; F2 corresponds to line 2 on the switchboard and so on.

• The ability to use the space key as a toggle to answer the next incoming call in subsequent instances when the user presses the space key.

• A better customization workflow and process within Deployment Studio results in a more intuitive, dynamic selection system to make the customization process easier and simpler.

• The ability to transfer calls with the Enter key.

This feature adds the ability for a Receptionist user to delete the call logs and prevent them from being displayed on the client interface. Deleting entries removes the call logs from the client as well as the server. End users can select clear call logs in the following manner:

• Single-entry deletion

• Multi-entry deletion

• Delete all entries

This conforms to regulatory requirements by governments in certain countries for reasons related to privacy.

This feature enhances the note-taking capability of the Hosted Thin Receptionist client by allowing the user to sort and search their contacts based on notes the user made about the contacts.

In addition, this feature stores the notes on the server allowing the user to access their notes from any computer or mobile device when they log in to Receptionist.

This feature adds a new web application to allow the retrieval of custom media files via the Xtended Services Platform (Xsp). Currently, administrators and users have no way to retrieve the custom media files that have been uploaded to the Announcement Repository; however, sometimes this is necessary, for example, when migrating users from one system to another.

The CommPilot web application is modified to allow administrators and users retrieve custom media files from the Announcement Repository directly from the CommPilot web pages.

This feature enhances the Cisco BroadWorks SIP interface to provide better compliance with RFC3264 Hold. It adds transparency in the way the hold SDP is proxied by the Application Server. When configured to use RFC3264 Hold Normalization, the hold SDP is now proxied by the Application Server without applying any hold normalization.

This feature enhances the Cisco BroadWorks hold announcement interaction with the external hold party announcement. If the Application Server provides an announcement to the held party (for example, Music On Hold), then the answer SDP received from the held party must be modified to ensure that media streaming from the holding party is disabled, specifically when the held party provides a recvonly media stream. This feature adds support to hold communication with the announcement scenario as defined in 3GPP TS 24.610.

A call to a route point or call center agent can be automatically transferred to a wrap-up destination upon a local call release.

The wrap-up destination is typically a route point queue to allow the remote application to perform subsequent actions on the call after the agent call has ended.

This feature enhances the route point capabilities by allowing a remote application to connect a caller to a media resource executing a VoiceXML script. This makes possible a more complex interaction of the caller with an Interactive Voice Response (IVR) system. Any digits provided by the caller are collected and sent to the remote application.

After the script completes or is terminated by the remote application, the call is placed back in the queue, so that the remote application can perform additional actions on the call.

The current Session Admission Control (SAC) functionality based on counting subscriber sessions does not meet the needs of customers who want to determine whether to count sessions to or from specific user network locations types such as BroadWorks Mobility, BroadWorks Anywhere, and Remote Office.

This feature enhances the SAC functionality to enable granularity in configuring whether a call to or from a network location type is counted against subscriber-level SAC limits.

This feature also prevents the system administrator from configuring an enterprise-owned phone number as the destination for BroadWorks Anywhere and Remote Office locations.

The Series Completion service can be assigned to a selected series of lines to forward calls on a busy condition. It is a form of “hunting” in which the next line in the group is tried in a prearranged order, without any limit on the number of sequential forwards.

This service is used to support key system functionality. Key systems typically ring all available lines in a specified order for incoming calls, regardless of the number dialed to reach the company. For example, when calling a technical support hotline, the user dials 1-800-555-HELP. That number attempts to ring line 1 of the company. If line 1 is busy, it attempts to ring line 2. If line 2 is busy … and so on. If all lines are busy, the call can be sent to Voice Messaging or another assigned service of the group. Similarly, if all lines or users of this company were assigned to a Series Completion group, Cisco BroadWorks would act just like a key system.

This feature makes logging services, similar to those available in existing Cisco BroadWorks servers, available to web applications deployed on the Xtended Services Platform (Xsp).

It provides a new internal API, similar to the existing logging APIs that web applications use to log their messages. The same input channels, categories, and output channels concepts are made available to the users of the API. This logging service is configured using the CLI.

This feature enables subscription sharing on the Cisco BroadWorks Application Server. Subscription sharing allows clients who subscribe to the same target and event package to share a user-level subscription on the server. This improves the performance and scalability of the Cisco BroadWorks Application Server and the client since fewer notifications need to be sent out from the Application Server when shared subscriptions are used, and fewer notifications need to be processed by the client.

For the client changes, only subscription sharing for Call Center thin clients that subscribe to call center queues is implemented.

Residential Services: Enhances Communication Barring-Fixed (CBF) service by adding call duration timer support.

Originating Call Duration Timer – In scenarios where Allow Timed or Authorization Code Timed action applies, the Application Server starts the call duration timer when the call is answered. Once the timer expires, the Application Server releases the call. Before the call is released, the Application Service checks whether the user is in a call state to receive an audio stream. If the user is in such a state, the Application Server plays the CBFMaxDurationExceeded.wav announcement to the user to indicate that the maximum allowed duration is reached.

Redirecting Call Timer – In the scenarios in which Allow Timed action applies, the Application Server starts the call duration timer when the redirected call is answered. Once the timer expires, the Application Server disconnects the call.

This feature adds an enterprise and group administrator policy that allows or disallows enterprise and group administrators to activate phone numbers.

Prior to the addition of this feature, only system, provisioning, and service provider administrators could activate or deactivate phone numbers for a service provider. Enterprise and group administrators did not have the ability to activate or deactivate the phone numbers.

The Telephone Number Activation policy settings include:

• Full Access – This setting allows the enterprise and/or group administrator to activate/deactivate phone numbers.

• Read-only Access – This setting allows the enterprise and/or group administrators to view the activation status of the phone number.

• No Access – When this option is chosen, it disallows access to number activation for enterprise and/or group administrators.

Hosted Thin Call Center and Hosted Thin Receptionist client applications publish the manual presence state changes and the free text changes of the logged-in user using RESTful API to support the Aggregated Presence 2.0 feature.

The Hosted Thin clients also support the following new automatic presence states, in addition to the existing states: “Busy-Call“, “Busy-Meeting”, ”Mobile Away”, and “Offline In-Call” regardless of whether the Aggregated Presence feature is enabled.

This feature enhances the presence capabilities of the Call Center and Receptionist applications (thin client applications) by consolidating the presence updates received from multiple Instant Messaging (IM) clients.

The main purpose of this feature is to show the unified presence of a user when they are logged in through multiple devices or applications.

This enhancement provides a Call Center supervisor with the ability to run multiple reports in parallel. An agent can only run one report at a time.

This enhancement also changes the CALL button and the TXR (Transfer) button in Call Center and Receptionist applications into split buttons with the right side of these buttons displaying menus that enable the user to dial other known destinations for a contact from the menu.

The Voice Portal provides an entry point for end users to access, use, and configure the following services via any phone interface: Voice Messaging, Call Forwarding Remote Access, CommPilot Express, and Personalized Name Recording. The Voice Portal can also be used to record Auto Attendant greetings remotely. The Voice Portal can be reached from any phone. Each party uses their own configurable passcode to access their respective menu of services.

Service providers and/or group administrators can customize (or “brand”) the voice portal entry greeting heard by users who are logging into the Voice Portal. When both a service provider message and a group message are provisioned, the group message is played.

Business groups also have the option of enabling a Voice Portal wizard to run the first-time users log in to their Voice Portal. The wizard guides users through the following steps: change default passcode to a personalized passcode, and record personalized name.

Portals and Clients: This activity is the first phase of moving the deployment of the Receptionist and Call Center client applications from a desktop-based install to a server-hosted install.

These client applications are currently deployed to end users as a desktop-based installation executable. This feature moves the deployment and launch of these applications into the network by hosting them within the system and moving them to a software package as a service (SaaS) model.

Additionally, this activity introduces the concept of localization/ customization bundles. These bundles can be associated with a service provider/group within Cisco BroadWorks, and applied to clients when launched by users within the subscriber hierarchy.

In this new model, the application is not installed on the user’s desktop. Rather, the application is downloaded on demand from the server and then executed locally on a PC.

The SaaS model offers customers many benefits such as:

• Zero install/browser-style cache: No formal installation process.

• Support and maintenance: Diagnosis and centralized patching

• Deployment: Centralized administration and self-upgrading

• Release alignment: Clients fully integrated with Cisco BroadWorks platform

• Customization: Subscriber hierarchy profiles and dynamic packaging

• Cross-platform support: Windows, Mac, and Linux support (Only Windows support is offered in Release 16.0).

This feature enhances the Call Center client as follows:

• Stranded Call Notification – During agent sign-out, this activity introduces the ability for the Call Center Thin client to query if the agent is the last agent staffing the queues (to which the agent is assigned). If the agent is not the last agent for the queues assigned to the agent, then the agent is successfully signed out. If the agent is the last staffed agent in a queue, the Call Center Thin client displays a pop-up notification to the agent, which shows all the queues where the agent is the last agent. The agent is given the option to follow through with the signing out or remain available to answer calls.

• Escalate Silent Monitor into Barge-in – This activity introduces the ability for the supervisor to barge into a session that the agent is silently monitoring.

• The supervisor already has ability to listen into calls that are handled by the agents that the supervisor is monitoring. By giving the supervisor the ability to interrupt the session via barging-in, the supervisor can intervene when necessary. The supervisor must be assigned the Directed Call Pick Up with Barge-in service and the Call Center Monitoring service.

• Determine Night Service Policy Manual Override – This activity introduces the ability to notify clients when the call center’s night policy schedule has been manually overridden.

• The Call Center client already subscribes for call center configuration events, which indicate the active or inactive status of the services, such as the night service. With the introduction of this activity, a new indication is provided in the notification to reflect when the night service policy is activated due to manual intervention.

These indications are sent out during the initial subscription notification, as well as anytime there is a configuration change to the night service policy schedule or if there is a transition across a schedule boundary.

This activity provides the following enhancements:

• Call Center – Agent and Supervisor thin client applications are enhanced to provide a Web Pop URL available all the time, on all the calls.

• Receptionist thin client application is enhanced to provide a Web Pop URL available all the time, on all the calls.

This feature adds licensing for the delivery of the Collaborate – Sharing service, which enables the sharing functionality in Business Communicator with Cisco BroadWorks. It includes the licenses as well as a conversion script to have the assignment for the users to prevent an out-of-service situation.

In addition, an extra option is included to allow the Messaging Servers (UMS) to be supported at a service provider or enterprise level. This allows a single Application Server cluster to support multiple Messaging Servers.

This feature introduces new options that are required to address interoperability issues with various IMS core vendors.

• A new Trunk Mode device option allows for more flexible rules to populate the Request-URI and the To header content for terminating requests.

• Cisco BroadWorks optionally has the ability to generate the P-Called-Party-ID header on terminating requests.

• The domain portion of the Request-URI for trunk group-related terminations can optionally be overwritten using either the new peering domain or the trunk group identity.

• A new syntax for the served user information is now supported. Cisco BroadWorks can now carry the served user information in the P-Served-User header. The former P-Served-User-Identity is still supported (IMS only).

Allow Multiple IP-Address-Specified Paths to a Single Trunk Group

This feature enhances devices that have the static registration-capable device option to have up to five contacts configured from the one current contact. This allows a user to have multiple Internet Protocol (IP) paths, thereby improving network redundancy. Service providers can use this functionality to create multiple paths to a given user. This applies to all the usual Cisco BroadWorks users including trunk group pilot users.

The system attempts to terminate to the provisioned contacts in sequence until a successful termination occurs or the contact list is exhausted.

The following features enhance the current SIP trunking offering to allow the Network Server to select an Application Server cluster based on tgrp/context or OTG/DTG, thus allowing the SIP trunking offering to scale beyond a single Application Server pair:

• Allow Network Server (NS) Origination Redirect to Function On Trunk Group Identity versus User

• Allow Network Server (NS) to Utility/Sync Trunk Group Identity Information for Terminating Call Routing/Lookup to Application Server (AS)

The Network Server is enhanced so that the hard-coded list of private policies currently being used when an enterprise is created is replaced by a configurable list stored in the database. This list consists of private policy names separated by a space character. The choice of available policies is:

• EntMediaSrvSel

• EntNGWRouting

• EntSIMPLE

• EntSubLocation

• ExtDialing

• FarEndHopOff

• voiceVPN

By default, this list contains ExtDialing and voiceVPN. It is accessible and maintained from the command line interface (CLI) under NS_CLI/SubscriberMgmt/Enterprise/DefaultPoliciesOnSync. There are CLI commands that are used to maintain the list, for example, get is used to list the policies, add is used to add a new policy, and delete is used to delete an existing policy.

As previously mentioned, these policies are kept in a space-separated list that is saved in the database. Therefore, when a new enterprise is added, the default private policies assigned to that enterprise are retrieved from this list in the database.

This Business Trunking License Unit (BTLU) allocation model is enhanced to provide bursting BTLUs to the enterprises (in the enterprise provisioning model) or groups (in the service provider provisioning model).

If an enterprise or group has no regular BTLUs available; however, it has bursting BTLUs available, the system allows the call to proceed with the burst indicator marked in the call detail record (CDR).

Provides an option for additional layer of administration above the group layer to facilitate the management of large enterprises spanning multiple groups and sites. This enterprise layer is parallel to the service provider layer. Thus, system administrators have the option to create service providers and/or enterprises, each of which is administered separately.

Enterprise administrators can use this administrative layer to create a private dialing plan shared across multiple groups and sites, thereby enabling users to call one another using location codes and extensions instead of full phone numbers.

This activity enhances the Cisco BroadWorks SIP Trunking solution in the following ways:

• An operator may provision a single Cisco BroadWorks user service profile to provide immediate SIP trunking connectivity, including direct inward dialing, to all users on a Private Branch Exchange (PBX).

• In an IMS SIP trunking deployment, Enterprise Trunk routing policies can influence the routing path through the core network via the use of SIP caller preferences. Prior to this feature, the system could only affect the routing path by selecting the Request-URI.

• In an IMS SIP trunking deployment, Cisco BroadWorks offers improved support for caller identity when the IMS network uses wildcard public user identities.

This feature provides a set of significant enhancements to Business Trunking offering. At the basic level, it offers parity with legacy Primary Rate Interface (PRI) trunking offerings while leveraging the advanced services offered by Cisco BroadWorks for sophisticated, large enterprise deployments. The enhancements to Business Trunking offering include:

More explicit trunk group identification, allowing calls to be processed over the trunk group without having to explicitly provision a user profile for each phone number provisioned behind the private branch exchange (PBX) on the other end of the trunk group.

• A trunk group attribute, which overrides the calling line identity with the trunk group pilot identity for all calls originated over the trunk group.

• The ability to unconditionally redirect all calls destined for the trunk group to another destination.

• The capability to associate a specific translation’s profile with a trunk group, allowing service provider customers to retain their existing phone numbers when moving from one geographical location to any other location within the same local access transport area (LATA). This permits a user to move geographic locations keeping their existing phone number, without requiring a change of their rate center and/or local calling area.

• Additional support for routing calls over multiple trunk groups, and enhancing redundancy and survivability deployment configurations.

• Decoupling of business trunking licenses from individual trunk group capacity management.

Enables the following group-based services and policies to be deployed across multiple groups within an enterprise:

• Hunt Groups

• Call Centers

• Voice Portal

• Messaging

• Push To Talk

• Hoteling

• Rules for defining extension dialing, passwords, digit collection, feature access codes

This feature extends the functionality of Route List users by allowing to automatically assign extensions to them.

Without this capability, the only way to assign extensions to a series of Route List numbers is to define trunk users for each number and assign explicit extensions to each user.

The Route List service functionality is enhanced in two ways:

• The service gains a prefix-matching capability. This new capability provides enhanced flexibility for matching route list DNs by including support for variable length numbers.

• The Application Server captures the Route List DN in enhanced call logs for placed, received, and missed calls.

This feature introduces “schedule” at the service provider/enterprise level. Both time schedule and holiday schedule can be added to a service provider/enterprise. The events defined within the service provider/enterprise-level schedule have the same option as the system, group, and user-level schedules.

Enterprise-level schedules are listed on the group and user-level schedules list page with view-only permission.

All groups and users within an enterprise can use the enterprise-level schedules in the services. These services include BroadWorks Anywhere, Call Forwarding Selective, Call Notify, Custom Ringback, Pre-alerting Announcement, Priority Alert, Selective Call Acceptance, Selective Call Rejection, Sequential Ringing, Simultaneous Ringing Family/Personal, Auto Attendant, Call Center Routing policies, and Route Point.

The feature adds the following functionalities to the existing Enterprise Trunk and trunk group processing:

• Mechanisms to detect when a trunk group is available or unavailable for a trunk group with a pilot user.

• Selecting only available trunk groups for call routing.

• Prepending a trunk group prefix to the R-URI.

The first two functionalities reduce the waiting time that occurs when unavailable trunk groups are used for routing within an Enterprise Trunk. This feature detects if a trunk group is available or unavailable by polling the pilot user of a trunk group. The polling is done to all trunk groups with a pilot user regardless of whether it belongs to an Enterprise Trunk. An unavailable trunk group is not selected for routing calls.

The third functionality is added to support terminating calls going through a trunk group. As long as a trunk group has the prefix defined and enabled and the user portion of the request URI is composed of all digits, the prefix is pre-pended to the user portion of the R-URI.

Business Telephony: Enhances Cisco BroadWorks group features allowing them to be supported across enterprise groups. Specifically, the following group features are enhanced to work across different groups within an enterprise:

• Call Park and Call Retrieve

• Directed Call Pickup

• Directed Call Pickup with Barge-in

This enhancement allows the Hosted Business solution to support group-based features across Cisco BroadWorks groups within the enterprise, permitting enterprises to route incoming calls through a central location to geographically distributed remote offices, and still take advantage of the group features.

This feature adds a new user service that allows an administrator to provision a trunking user with a terminating address (terminating alternate identity) that has no uniqueness restriction. As a result, the same address can be assigned to more than one user in the system.

When a call terminates to a trunking user with a provisioned terminating trunk identity, the terminating trunk identity is used to form the Request-URI and To header in the SIP request based on the trunking mode in use.

The terminating trunk identity is similar to the alternate trunk identity, but is used for terminating calls only and has precedence over the alternate trunk identity.

The sendContinuousOptionsMessage Application Server configuration parameter can enable continually sending SIP OPTIONS to determine the trunk group availability status when trunkGroupStatefulReroutingEnabled is “true”.

This feature enhances the trunk group availability functionality by allowing configuration to control which OPTIONS response status codes indicate an available trunk group.

This feature adds the following enhancements for trunking out-of-dialog (OOD) Private Branch Exchange (PBX) redirections:

• Trunking OOD PBX redirection calling line identity (CLID) mapping functionality

When a PBX redirects a call back to Cisco BroadWorks using OOD PBX redirection, this functionality provides the ability to identify whether a CLID of OOD PBX redirection matches the CLID of a call terminated to the trunk group. This functionality is used to determine whether a CLID of trunking OOD PBX redirection is unscreened for trunk group pilot user identity usage policies.

• Trunk group capacity control for OOD PBX redirections

This feature introduces a new system parameter to the Trunk Group service to control whether a trunking OOD PBX redirection should be counted as a trunk group origination with respect to trunk group capacity.

Business Connectivity Enhancements: This feature implements the Advice of Charge Integrated Services Digital Network (ISDN) supplementary services. Advice of Charge (AoC) allows a subscriber to receive charging information for telecommunications services.

Advice of Charge-D (AoC-D) presents charging information to the calling party during the call (presentation can be via display on the phone, audible tone, or announcement).

Advice of Charge-E (AoC-E) presents charging information to the calling party at the end of the call (presentation is in the form of a displayed message on the phone).

The Cisco BroadWorks platform implements the appropriate 3GPP specification for sending AoC information to the access device in the form of eXtensible Markup Language (XML) embedded within a SIP message.

Cisco BroadWorks derives the AoC rate information in one of three ways:

• From upstream network elements that send tariff information in the originating direction during a call.

• From an Online Charging System (OCS) over the Ro interface.

• From the Cisco BroadWorks Rating Function (RFN) over the Ro interface. This process is provided by Cisco.

It is the responsibility of the access device to decode and process the resulting AoC body included in the SIP message container.

This feature enhances the existing Advice of Charge (AoC) interface to provide the following functionality:

• Support AoC information as defined in 3GPP 32.280 V11.0.0 including embedded tariff information mechanism as a standard means for retrieving a tariff in the context of the Advice of Charge service.

• Redundancy support for tariff information requests when done over the Diameter interface to the OCS.

• Advice of Charge – During call (AoC-D) delay between the charge update is configurable at the enterprise and group level (currently system level only).

• Additional attribute-value pairs (AVPs) in the accounting requests (ACRs) that represent the advice of charge information sent to the devices.

This feature provides web access to the Verify Translation and Routing (VTR) tool already available through the Application Server command line interface (CLI). Making the VTR tool available from a web interface makes debugging easier and allows administrators to better understand their configurations and services.

The first part of the feature adds a page in the Utility section of the CommPilot web application. Since the CommPilot web application can be used to create configuration, it is an appropriate place to integrate a configuration testing utility.

The second part of the feature creates a separate (stand-alone) VTR application. The Xsi-VTR application acts like an accessible interface that accepts VTR requests and outputs VTR responses. A simple web page should be part of the web application for the application to be useful without further development.

This enhancement provides better control over the usage of user aliases in the Application Server translation phase. The feature introduces a new system-level parameter called incomingCallToUserAliasMode, which determines what usage the Application Server is allowed to have with user aliases when performing Application Server translations. The parameter can take three different values:

• Enabled – In this mode, the Application Server uses all user aliases to try to match a given user with the translated address.

• Explicit Alias – In this mode, the Application Server uses all user aliases EXCEPT the default user alias (equal to the full user ID) to try to match a given user with the translated address.

• Disabled – In this mode, the Application Server is not allowed to use ANY of the user aliases to try to match a given user with the translated address. This mode is equivalent to disabling the usage or uniform resource identifier (URI) dialing altogether.

By default, the value of the parameter is set to “enabled”, permitting the use of all user aliases to perform translations for incoming calls. This is equivalent to the legacy mode where any user alias can be used to match a translated address.

This feature enhances the Cr reference point msc-ivr package on the Cisco BroadWorks Media Server to support playing dual-tone multi-frequency (DTMF) tones to a connection. The DTMF tones to be played are specified in the dialog’s prompt <dtmf> element, according to RFC 6231. This enhancement enables, for example, an Application Server to request that the Media Server generate DTMF either on behalf of legacy devices that do not support DTMF or on behalf of a web/PC-based call client.

This feature also enhances the Cr reference point msc-mixer package on the Cisco BroadWorks Media Server to support the relaying of DTMF tones across joined connections and the relaying of DTMF tones throughout a conference. This enhancement enables, for example, a Call Recording service to capture DTMF tones on a Call Recording Server or other services that require DTMF tones to be relayed to other participants in a conference.

Prior to this feature, the system provided special handling for emergency calls due to their critical nature as well as regulatory requirements. Two notable aspects of this special handling include:

• Cisco BroadWorks does not audit a call session that contains an emergency call.

• Cisco BroadWorks does not allow a subscriber to receive an incoming call when that subscriber has an active emergency call.

As a consequence of these two processing characteristics, if an emergency call becomes a “hung” call, that is, a call that has not been and will not be released properly; the Cisco BroadWorks subscriber that owns the emergency call cannot receive incoming calls.

This feature provides a solution to the problem of a “hung” emergency call. In this solution:

• If an emergency call’s duration exceeds the value specified by the system parameter emergencyCallAlarmMinutes, then the system signals an SNMP notification, which allows a network administrator to investigate and intervene.

• If the call’s duration then exceeds the value of the system parameter emergencyCallCleanupMinutes, then the system automatically frees the resources associated with the emergency call, thereby allowing new incoming calls.

NOTE: When Cisco BroadWorks frees these resources, it does not send any signaling messages, such as a SIP BYE request, to end the call.

This feature enhances the Location-based Normalization and Call Barring feature by applying the rules associated not only with the best-matched physical location, but also with matching other physical locations, effectively offering a cascading of translation rules and reducing the amount of provisioning.

The enhancements are particularly effective for cascading dialing rules for regions enclosed in other regions. They allow the network operator to define general rules that apply, for example, at the county level without having to define them again in enclosed regions such as metropolitan areas, cities, and campuses.

The Network Server media/codec-based routing is a utility that a policy invokes to reorder or screen out SIP contacts. Prior to this feature, this utility returned a best match list of network elements (NEs) based on the media capabilities of NEs regardless of the codec order in the SDP.

This activity enhances the Network Server media/codec-based routing functionality by adding the support of routing based on codec preference.

This feature allows group administrators to configure the Speed Dial 100 service to be used with or without a prefix.

When the service is configured not to use a prefix, the end user has the same Speed Dial experience as in the Speed Dial 8 service.

Enhances call routing and processing to support non-geographical phone numbers and to allow for dynamically updated user locations. These enhancements are necessary for proper support of emergency calling in countries and regions where the location of a user cannot be derived from a user’s phone number. In addition, these enhancements are required so that the physical location information can be proxied for IP Multimedia Subsystem (IMS) deployments.

These enhancements comprise a new attribute added to the device profile to denote the physical location of the device, a new Physical Location service added to the Application Server, and a new Physical Location Routing policy added to the Network Server.

Enhances call routing and processing to support non-geographical phone numbers and to allow for dynamically updated user locations. These enhancements are necessary for proper support of emergency calling in countries and regions where the location of a user cannot be derived from a user’s phone number. In addition, these enhancements are required so that the physical location information can be proxied for IP Multimedia Subsystem (IMS) deployments.

These enhancements comprise a new attribute added to the device profile to denote the physical location of the device, a new Physical Location service added to the Application Server, and a new Physical Location Routing policy added to the Network Server.

This feature introduces a new call processing policy, Dialable Caller ID (DCLID), on the Application Server and a new translation policy, Reverse Translation, on the Network Server.

In general, this feature provides a mechanism to deliver the calling number in a dialable format. The calling number in a dialable format allows Cisco BroadWorks subscribers to:

• Distinguish between local and toll inbound calls from the calling number

• Return calls directly from call logs on the subscriber’s phone without having to manipulate the digits in the call log

Upon receiving an incoming network call to a Cisco BroadWorks user, the Application Server queries the Network Server for Reverse Translation if the Dialable Caller ID service applies. The Network Server performs Reverse Translation to determine the format of the remote party number as well as Network Server call type, call category, alternate call indicator, and type of network.

This activity introduces “meet-me” conferencing that runs on the Cisco BroadWorks Application Server.

Features include, but are not limited to:

• Support for high-definition audio

• Scheduling, recurring and reservationless conferencing

• Up to 294 participants per conference

• Invite new conference participants using out calling

• Recorded conferences

• Moderator controls

• Access code generation

• Participant mute and un-mute

• Participant count and roll call

• Migration tool to convert customers using existing audio conferencing solution

Media Resources: The Cr reference point defined by 3GPP formalizes the protocol between an Application Server and a Media Server/Media Resource Function. The Cr reference point currently provides IVR and Conferencing services; however, it can be extended to provide other services, for example Fax service.

This feature implements the Cr reference point on the Cisco BroadWorks Media Server for Conferencing services. The following Cisco BroadWorks Media Server features are exposed through the Cr reference point:

• 150-way conferencing per mixer

• Ability to put mixers in a daisy chain to support hundreds of participants

• Dual-Tone Multi-Frequency (DTMF) clamping

• Sidebar conference

• Muting and unmuting individual conference participants

• Prime-speaker mode

This feature provides a Meet-Me Audio Conferencing service that runs within the Cisco BroadWorks Application Server. The roles of various components relating to this feature are:

• Application Server: Schedule a conference, establish an audio conference on the Media Server, connect phones to the conference, and control the conference.

• Media Server: Perform audio mixing, record the conference, play prompts, and detect DTMF tones.

• Profile Server: Store conference recordings.

• Xtended Services Platform (Xsp): Host the Xtended Services Interface (Xsi) and a web application that provides access to audio recordings stored on the Profile Server.

• Outlook Toolbar: Facilitate scheduling of conferences by automating the steps to reserve a conference bridge.

• Web Control Client: Allows the moderator of a conference to see the list of participants who joined the conference and take actions such as mute a participant and record the audio conference.

This activity introduces the following enhancements to Meet-Me Conferencing:

• End of conference warning

• Final warning prompt

• Maximum conference

• Configurable grace

• Early entry period

• Active conference notification

• Conference expiry notification

Enables the setup, use, and monitoring of n-way conferences via a web interface. Both internal and external participants can use a conference bridge once it has been set up. The Conferencing service includes the following features:

• Audio and web conferencing

• Scheduled, recurring, reservation-less, and ad-hoc

• Meet-me dial-in numbers

• Web collaboration

• Share Microsoft PowerPoint, Excel, and Word files

• Secure SSL and password protection

• Web browser viewable, no client is required

• Moderator control

• Dial-out capability

• Mute, hold, drop, and add participants

• DTMF and web portal interfaces

• In-call functions

• Roll call, hand raising, optional leader

• PIM integration

• Automated email invitations and Outlook calendar entries

• Reporting

• Web-based reporting

• Department and project codes

• Recording

• Recording and playback of individual conferences

• Access code generation

• Automatic, pre-assigned, or user-defined

This feature adds support for sentence construction customization specific to the Hebrew language to voice-based Cisco BroadWorks features make use of announcements and build sentences dynamically by playing segments in a specific order. Specific changes include:

• Sentence construction changes for date, message aging, and duration format

• New versions of existing announcements to facilitate grammatical gender when voicing sentences

• New announcements to enhance dynamic sentence construction

This feature grants the ability to brand the default From notification email address from the Internet Mail Facility at the reseller level to administrators with reseller-level or higher-level privileges. Additionally, the default From address of the following services and utilities can be branded at the reseller level:

• Call Center

• Call Notify

• Collaborate

• Emergency

• Call Notification

• Emergency Zones

• Meet-Me Conferencing

• Voice Messaging

This feature enables the subscriber to configure the Messaging service for only an informational message. This enhancement allows a caller to hear any pre-recorded message and disables the ability to leave a message.

The user can configure the following options:

• Disable Message Deposit

• Disconnect call after greeting

• Forward call after greeting to

This feature introduces active talker identification and notification capabilities to the Meet-Me Audio Conferencing service and to the Meet-Me Conferencing Moderator client.

This feature enhances the Media Server’s support for the active talker notification over the Cr interface’s msc-mixer package.

The Media Server reports the list of participants that exceeded a configurable loudness threshold during the last active talker interval in a <active-talkers-notify> event. The Media Server uses the rolling average of each participant’s energy to determine whether to add them to the active talker list.

This feature also enhances the Meet-Me Conferencing Moderator client to show an active talker status icon for a participant or moderator who is actively speaking in the conference.

This feature provides an additional level of security, which is used to prevent malicious participants from joining a Meet-Me conference. To join the conference, the security PIN must be entered after the conference ID or moderator ID.

The Meet-Me Conferencing Outlook Plug-in uses the Enable Security PIN option when creating a new conference and adds the security PIN to the meeting invite, if enabled.

This feature adds MPEG-2 Layer 3 (MP3) file support for the recording of messages within the Voice Messaging service.

This feature adds the capability for administrators to configure the MPEG-2 Layer 3 (MP3) audio format to be used for Voice Messaging recordings. Prior to this feature, only the pulse code modulation (PCM) format was available. Audio files formatted with PCM are commonly known as Waveform Audio File Format (WAV) files. In addition to taking less space than PCM files, MP3 files are practically universally supported, which eliminates some compatibility issues.

The new configuration for the MP3 audio format appears at system-level Voice Messaging configuration. The MP3 format option applies only to audio voice messages.

This feature enhances Cisco BroadWorks to provide a Network Voice Portal solution. The Network Voice Portal solution consists of two components:

• System voice portal (SVP)

• Network voice portal (NVP)

Voice Portal allows Cisco BroadWorks users to access features such as Voice Messaging (VM), Incoming Call Management (ICM), Personalized Name, Call Forwarding, Voice Portal Calling, and so on, through a phone interface. It is also the entry point for the purposes of voice mail deposit and voice mail retrieval.

Unified Messaging: The system currently supports the delivery of a message waiting indicator (MWI) via Short Message Peer-to-Peer Protocol (SMPP) to a mobile device. However, the MWI notification is not transmitted to the mobile device if the user does not have the Voice Messaging service.

This activity enhances the MWI Delivery to Mobile Endpoint services by delivering the MWI notification if the user has the Third Party Voice Mail service.

Third-Party Voice Mail Message Waiting Indication (MWI) enables the receipt of MWI status for users whose voice mail service is hosted on a third-party system. Thus, even without using Cisco BroadWorks’ own integrated voice mail, users can still be notified of messages via their phone lamp and stutter dial tone.

This feature supports the receipt of SMDI-based message waiting indication (MWI) from TDM-based voice mail systems (terminal server required), as well as SIP-based MWI notification from other IP-based voice mail systems (no terminal server required).

Enables users to configure their single Cisco BroadWorks voice mail box to also support a secondary non-Cisco BroadWorks line (for example, mobile phone or PBX), in addition to their primary Cisco BroadWorks line. Thus, a Cisco BroadWorks user can eliminate the need for maintaining and possibly paying for separate voice mail service (for example, for their mobile phone) by also having those unanswered calls routed to their Cisco BroadWorks voice mailbox.

To enable this service, a user must simply register their secondary phone number via the CommPilot personal web portal and configure their secondary phone service with Call Forward Busy and Call Forward No Answer to route to the respective Cisco BroadWorks voice portal. Calls received by the group voice portal from this secondary number are automatically recognized and prompted with the user’s voice mailbox greeting.

Enables users to record messages for incoming calls that are not answered within a specified number of rings, receive busy treatment, or are transferred directly to voice mail. Incoming callers are given the options to review and change their message and get a warning tone if their message is about to reach the maximum configured length.

Users can configure the service via their personal web portal or by calling into their voice portal from any phone. The personal web portal enables users to control whether their voice mail messages are to be delivered to their email account as .wav attachments and/or to the voice messaging system repository for retrieval from a phone. Users can also set their password and elect to give callers the option of connecting to an attendant by pressing 0.

By accessing the voice portal from any phone, users can listen to, save, and delete each message, as well as move to the previous or next message. During the playback of a message, users have the option of skipping forward, skipping back, or pausing. Replies to message senders can be sent, and messages can be forwarded with an introductory message to one or more group members, or to the entire group. Messages can also be composed and sent to one or more users in the group, or the entire group. Users have the option of marking a message as urgent or confidential. Users can also pre-configure lists of users to whom voice messages can be sent. The voice portal also enables users to record their name and multiple personal greetings for busy and unavailable. Users also have the option to enter a feature access code on their phone to clear their message waiting indicator (MWI).

System providers have the following capabilities in configuring Voice Messaging service for individual groups:

• Message Aging – enables service providers to set a maximum duration for the storage of saved messages by each group

• Multiple Mail Servers – enables service providers to specify a different POP3 mail server or IMAP (including Exchange 2000) mail server for each group or user

• Variable Mailbox Sizes – enables service providers to set a different maximum mailbox size for each group or user

The feature provides a simplified interaction between the voice portal and the user to improve the user experience for users who simply want to listen to their messages and do not need advanced features.

After accessing the voice portal, the user is placed directly into the voice mailbox. If new messages are present, the first new message is automatically played and saved, and the voice portal moves to the new message.

This express mode removes the Interactive Voice Response (IVR) prompts and timestamp message for new messages in the mailbox.

This feature strengthens the security of the Voice Portal access.

To enhance the voice portal access security, new rules are introduced to make the voice portal passcode more secure and difficult to guess by an unauthorized party.

This service provides a set of mobile capabilities that help meet the key requirements of mobile operators for deployment of business services to the mobile handset.

This feature enhances the Xtended Services Interface (Xsi) to include a new Xsi-Action request to obtain an IMRN from the Cisco BroadWorks Application Server. This enhances the functionality so that the Xtended Services Interface can be used by third-party applications, such as a mobile client, to obtain an IMRN and eventually anchor the call using the obtained IMRN to provide origination services to the mobile user.

This feature enhances the existing Xtended Services Interface (Xsi) and Fax Messaging functionalities to offer the following:

• Support for uploading a file to use as the fax media via Xtended Services Interface

• Ability to monitor the status of the sent fax via Xtended Services Interface

This feature adds the ability to send the phone-context parameter to mobility locations when a non E164 phone number is delivered in Calling Line Identity, Connected Line Identity and Asserted Identity.

This feature includes four related mobility features:

• BroadWorks Mobility: Support for Multi-Sim

• BroadWorks Mobility: Mobile Identity Based Alerting

• BroadWorks Mobility: CLID Control

• BroadWorks Mobility: Call Anchoring Control

These features are collectively referred to as the BroadWorks Mobility Persona Management feature. A user can use a mobile service for both personal and business purposes. The BroadWorks Mobility Persona Management features enhance the existing BroadWorks Mobility service functionality to allow flexibility of managing mobile devices for personal as well as business needs, as required.

• The BroadWorks Mobility: Support Multi-Sim feature allows a user to use multiple mobile devices within the BroadWorks Mobility service.

• The BroadWorks Mobility: Mobile Identity Based Alerting feature allows a user to manage the alerting policy for the identities that are associated with the user.

• The BroadWorks Mobility: CLID Control feature allows the user to manage the calling line ID presentation when the call is originated from identities associated with the user.

The BroadWorks Mobility: Call Anchoring Control feature allows the user to decide whether the calls should be anchored on the Cisco BroadWorks Telephony Application Server for business communications and not anchored for personal communications.

This feature enhances the Cisco BroadWorks Service Control Function Server platform to support the following additional capabilities:

• American National Standard Institute (ANSI) Interim Standard (IS-41) support

• Support for Domain Status notification

• Change scaling from clustered pair to farm

This feature enhances directory searches by allowing searching for both first name and last name through a single request.

In addition, this feature adds support for the hiragana field when populated.

IP Multimedia Routing Numbers (IMRN) are used as temporary numbers to route calls over the Public Switched Telephone Network (PSTN) to Cisco BroadWorks for call anchoring, and user and group feature processing. They are configured in the system pool within the platform and allocated when an Xtended Services Interface (Xsi) request arrives from a client.

Because Cisco BroadWorks covers multiple jurisdictions, there is a need for the allocated IMRN to be based on the jurisdiction of the device that originates the IMRN allocation request. This feature creates multiple system-level IMRN pools based on matching the calling party address in the IMRN Xtended Services Interface post command.

This feature enhances a stand-alone Cisco BroadWorks system to provide logical next generation network (NGN) and IMS SIP interfaces within the same Application Server cluster.

It provides a new method of integration with the mobile network where a user’s mobile devices are IMS user equipment (UE) as defined by 3rd Generation Partnership Project (3GPP) using the Gm interface via a proxy Call Session Control Function (CSCF) and IMS Service Control (ISC) interface to an Application Server, while all the other user devices and network locations are stand-alone or adjunct devices connected directly, or indirectly via a Session Border Controller (SBC), to Cisco BroadWorks.

This feature introduces support for the following:

• IP Multimedia Routing Number (IMRN) queries on DP3 triggers

• Optional FCI message generation providing ONNET/OFFNET CDR data

• Number normalization for dialed digits on mobile originations (MO) for calls with a Nature Of Address (NOA) of “UNKNOWN” based on the dialed digits matching configured International Dialing Digit (IDD) and National Dialing Digits (NDD)

This feature adds the following enhancements to the BroadWorks Mobility service:

• Calls originated from a mobile location can be translated and routed differently from calls originated from a non‑mobile location.

• Calls dialed to a mobile location can use the mobile number as the connected identity.

• Calls originated from a mobile location or dialed to a mobile location that are transferred or redirected can be translated and routed differently from non-mobile calls.

• Calls dialed to a mobile number that are redirected can use the mobile number as a redirecting identity.

This feature implements the following enhancements to the BroadWorks Mobility and BroadWorks Anywhere Services:

• Intermediate Routing Number (IMRN) pools can be configured and managed on an enterprise/service provider and group levels.

• BroadWorks Mobility Xtended Services Interface (Xsi) capabilities are expanded to BroadWorks Anywhere locations.

• Mobile Subscriber Directory Number pools can be created at the service provider/enterprise and service provider group levels.

Prior to this feature, to deploy BroadWorks Mobility service across multiple countries, a single Application Server cluster and a single Service Control Function Server cluster were required for each country.

This feature enables the Application Server to interface with multiple Service Control Function Servers, which are deployed for each network.

The network can be configured such that prefixed IMS mobile calls are sent to the Network Server. The Network Server is responsible for locating the originator or terminator of the call and sending the call to the subscriber’s hosting Application Server. For the IMS cores that are unable to handle the 3xx responses, the Network Server must proxy the calls to the hosting Application Server.

This feature enhances the Network Server’s Execution Server Location policy to optionally look up for the Application Server that hosts BroadWorks Mobility user and the system voice portal.

The network can be configured such that prefixed IMS mobile calls are sent to the Network Server. The Network Server is responsible for locating the originator or terminator of the call and sending the call to the subscriber’s hosting Application Server. For the IMS cores that are unable to handle the 3xx responses, the Network Server must proxy the calls to the hosting Application Server.

This feature enhances the Network Server’s Execution Server Location policy to optionally look up for the Application Server that hosts BroadWorks Mobility user and the system voice portal.

This feature implements the following enhancements to the Cisco BroadWorks support of the Customized Applications for Mobile Network Enhanced Logic (CAMEL) supplementary service invocations for Explicit Call Transfer (ECT):

• Explicit Call Transfer notification handling from the mobile network.

• Cisco BroadWorks correctly reflecting the mobile user status when call is transferred.

This feature adds the ability to query the destination or calling number for number portability on selected originating and terminating calls, enabling an announcement to be played or Communication Barring service to be invoked based on the portability status determined.

The feature adds four fundamental capabilities:

• Determination that a destination address and calling address are portable.

• Query of number portability database (NPDB) to retrieve and map a portability status.

• Optionally, performing a communication barring action based upon the portability status.

• Optionally, playing a notification announcement based upon the portability status.