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Feature Configuration Guide for Cisco Unified Communications Manager, Release 10.5(2)

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Book Title

Feature Configuration Guide for Cisco Unified Communications Manager, Release 10.5(2)

Chapter Title

Extend and Connect

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Updated:
January 19, 2018

Chapter: Extend and Connect

Extend and Connect

Extend and Connect Overview

The Extend and Connect feature allows administrators to deploy Unified Communications (UC) Computer Telephony Integration (CTI) applications that interoperate with any endpoint. With Extend and Connect, users can access UC applications from any location using any device.

The Extend and Connect feature for Unified Communications Manager provides the following UC features:

  • Receive incoming enterprise calls

  • Make Call

  • Disconnect

  • Hold and Retrieve

  • Redirect and Forward

  • Call Forward All

  • Do Not Disturb

  • Play Dual Tone Multi Frequency (DTMF) (out-of-band and in-band)

  • Consult Transfer, Conference

  • Add, edit, and delete remote destinations

  • Set remote destination as Active or Inactive

  • Persistent Connection

  • Play Whisper Announcement

Extend and Connect Prerequisites

  • Cisco Jabber, Release 9.1(1) or later

  • Cisco Unified Workspace License (CUWL) Standard, CUWL Professional, or Cisco User Connect License (UCL) - Enhanced

Extend and Connect Configuration Task Flow

This section describes the procedures that you must complete to provision Cisco Unified Communications Manager users with Extend and Connect capabilities. For information about provisioning Cisco Jabber for Windows users with Extend and Connect, see the Cisco Jabber for Windows Installation and Configuration Guide at http:/​/​www.cisco.com/​c/​en/​us/​support/​unified-communications/​jabber-windows/​products-installation-guides-list.html.
Before You Begin

Procedure
     Command or ActionPurpose
    Step 1Configure User Account
          		Enable mobility for users so that they can use CTI remote devices. CTI devices are off-cluster phones that work with Cisco UC applications.  
    Step 2Add User Permissions
          		Add access control group permissions.  
    Step 3Create CTI Remote Devices
          		Configure off-cluster phones that users can use with Cisco UC applications.  
    Step 4Add Directory Number to a Device
          		Associate a directory number with the CTI remote device.  
    Step 5(Optional) Add Remote Destination  

    Add a numerical address or directory URI that represents the other phones that the user owns.

     
    Step 6(Optional) Verify Remote Destination  

    Verify if the remote destination is successfully added for a user.

     
    Step 7Associate User with Device
          		Associate an end user account to the CTI remote device.  

    Configure User Account

    For a new or existing users in Unified Communications Manager, you must enable user mobility so that they can use CTI remote devices. If you do not enable mobility for users, you cannot assign those users as owners of CTI remote devices.
    Procedure
      Step 1   From Cisco Unified CM Administration, choose User Management > End User.

      The Find and List Users window appears.

      Step 2   Perform one of the following:
      • To configure a new user, click Add New.
      • To select an existing user, specify the appropriate filters in the Find User Where field, select Find to retrieve a list of users, and then select the user from the list.
      Note   

      You may add the new end user account through LDAP integration or local configuration.

      The End User Configuration window appears.

      Step 3   Locate the Mobility Information section.
      Step 4   Check the Enable Mobility check box.
      Step 5   Click Save.
      What to Do Next

      Add User Permissions

      Add User Permissions

      After the end user is active in Unified Communications Manager, add access control group permissions.

      Before You Begin

      Configure User Account

      Procedure
        Step 1   From Cisco Unified CM Administration, choose User Management > End User.

        The Find and List Users window appears.

        Step 2   Specify the appropriate filters in the Find User Where field, and then select Find to retrieve a list of users.
        Step 3   Select the user from the list.

        The End User Configuration window appears.

        Step 4   Locate the Permissions Information section.
        Step 5   Click Add to Access Control Group.

        The Find and List Access Control Groups window appears.

        Step 6   Click Find.

        The Access Control Group list for Standard Users appears.

        Step 7   Check the check boxes next to the following permissions:

        • Standard CCM End-Users

        • Standard CTI Enabled

        Step 8   Click Add Selected.

        The window closes and the access control groups are added to the user account.

        Step 9   Click Save.
        What to Do Next

        Create CTI Remote Devices

        Create CTI Remote Devices

        A CTI remote device is a device type that represents off-cluster phones that users can use with Cisco UC applications. The device type is configured with one or more lines (directory numbers) and one or more remote destinations.

        Unified Communications Manager provides Extend and Connect capabilities to control calls on devices such as public switched telephone network (PSTN) phones and private branch exchange (PBX) devices.

        Before You Begin

        Add User Permissions

        Procedure
          Step 1   From Cisco Unified CM Administration, choose Device > Phone.

          The Find and List Phone window appears.

          Step 2   Click Add New.
          Step 3   Select CTI Remote Device from the Phone Type drop-down list and then click Next.

          The Phone Configuration window appears.

          Step 4   Select the appropriate user ID from the Owner User ID drop-down list.
          Note   

          Only users for whom you enable mobility are available from the Owner User ID drop-down list.

          Unified Communications Manager populates the Device Name field with the user ID and a CTRID prefix, for example, CTRIDusername.

          Step 5   Edit the default value in the Device Name field, if appropriate.
          Step 6   Enter a meaningful description in the Description field.
          Note   

          Cisco Jabber displays device descriptions to users. If Cisco Jabber users have multiple devices of the same model, the descriptions from Unified Communications Manager help users tell the difference between them.

          Step 7   Ensure that you select an appropriate option from the Rerouting Calling Search Space drop-down list in the Protocol Specific Information section.

          The Rerouting Calling Search Space drop-down list defines the calling search space for rerouting and ensures that users can send and receive calls from the CTI remote device.

          Step 8   Configure the remaining fields in the Phone Configuration window. See the online help for more information about the fields and their configuration options.
          Step 9   Click Save.

          The fields to associate directory numbers and add remote destinations are displayed in the Phone Configuration window.

          What to Do Next

          Perform the following tasks:

          Add Directory Number to a Device

          A directory number (DN) is a numerical address that is configured as a line on the CTI remote device. A DN typically represents the primary work number of a user (for example, 2000 or +1 408 200 2000).


          Note

          The Calling Search Space (CSS) and partition of DN are mandatory on devices.


          Note

          The CTI Remote Device should not block its own DN. The CSS is important for the CTIRD device to reach its own DN.

          Follow these steps to add a directory number to a CTI remote device.

          Procedure
            Step 1   Locate the Association Information section in the Phone Configuration window.
            Step 2   Click Add a new DN.

            The Directory Number Configuration window appears.

            Step 3   Specify a directory number in the Directory Number field.
            Step 4   Configure all other required fields. See the online help for more information about the fields and their configuration options.
            Step 5   Click Save.

            Add Remote Destination

            A remote destination is a numerical address or directory URI that represents the other phones that the user owns (for example, a home office line or other PBX phone). A remote destination may be any off-cluster device. Unified Communications Manager automatically applies application dial rules to all remote destination numbers for CTI remote devices. By default, four remote destinations are supported per device. You can set the maximum number to 10 remote destinations per device in End User Configuration window.


            Note

            You can determine which remote destination the Jabber client has set as Active by opening the Phone Configuration window from the Cisco Unified Communications Manager Administration interface.


            Note

            Unified Communications Manager users can add remote destinations through the Cisco Jabber interface. For more information, see the Cisco Jabber for Windows Installation and Configuration Guide at http:/​/​www.cisco.com/​c/​en/​us/​support/​unified-communications/​jabber-windows/​products-installation-guides-list.html.

            • Unified Communications Manager automatically verifies whether it can route calls to remote destinations that Cisco Jabber users add through the client interface.

            • Unified Communications Manager does not verify whether it can route calls to remote destinations that you add through the Cisco Unified Communications Manager Administration interface.

            Procedure
              Step 1   From Cisco Unified Communications Manager Administration, choose Device > Phone.

              The Find and List Phones window appears.

              Step 2   Specify the appropriate filters in the Find Phone Where field to and then select Find to retrieve a list of phones.
              Step 3   Select the CTI remote device from the list.

              The Phone Configuration window appears.

              Step 4   Locate the Associated Remote Destinations section.
              Step 5   Click Add a New Remote Destination.

              The Remote Destination Information window appears.

              Step 6   Enter the destination number in the Destination Number field.

              To use the remote destination with Cisco Jabber clients, you must configure the destination name as JabberRD.

              Step 7   Configure the remaining fields in the Remote Destination Information window. See the online help for more information about the fields and their configuration options.
              Step 8   Click Save.

              Verify Remote Destination

              Perform these steps to verify if the remote destination is successfully added for a user.
              Procedure
                Step 1   From Cisco Unified Communications Manager Administration, choose Device > Phone.

                The Find and List Phones window appears.

                Step 2   Specify the appropriate filters in the Find Phone Where field to and then click Find to retrieve a list of phones.
                Step 3   Select the CTI remote device from the list.

                The Phone Configuration window appears.

                Step 4   Locate the Associated Remote Destinations section and verify that the remote destination is available.
                Step 5   Click Apply Config.
                Note   

                The Device Information section on the Phone Configuration window indicates when a remote destination is active or controlled by Cisco Jabber.

                Associate User with Device

                Procedure
                  Step 1   From Cisco Unified CM Administration, choose User Management > End User.
                  Step 2   Specify the appropriate filters in the Find User Where field to and then click Find to retrieve a list of users.
                  Step 3   Select the user from the list. The End User Configuration window appears.
                  Step 4   Locate the Device Information section.
                  Step 5   Click Device Association. The User Device Association window appears.
                  Step 6   Find and select the CTI remote device.
                  Step 7   To complete the association, click Save Selected/Changes.
                  Step 8   From Related Links drop-down list box, choose Back to User, and then click Go. The End User Configuration window appears, and the associated device that you chose appears in the Controlled Devices pane.

                  Extend and Connect Interactions and Restrictions

                  Extend and Connect Interactions

                  Table 1 Extend and Connect Interactions

                  Feature

                  Interaction

                  Directory URI Dialing

                  Configure a Directory URI as the DN, remote destination, or both for the CTI remote device.

                  Unified Mobility

                  Extend and Support does not support moving active calls between a Cisco Unified IP Phone and a remote destination.

                  If you want the capabilities of both Unified Mobility and Extend and Connect, you can configure the same remote destination on the Remote Device Profile and CTI Remote Device types when the Owner ID of both device types is the same. This configuration allows Cisco Mobility features to be used concurrently with Extend and Connect. The ability to configure the same remote destination on both device types is supported using Cisco Unified Communications Manager Release 10.0(1) or later.

                  Do not configure remote destinations that are used with the Cisco Extend and Connect feature on Cisco Dual-mode for iPhone, Cisco Dual-mode for Android, and Carrier-integrated Mobile device types. Do not use prefixes to differentiate the same remote destination address. For example, 91-4085555555 and +1-4085555555 are treated as the same number.

                  Hunt List

                  The Extend and Connect feature allows users to receive hunt calls on remote destination phones under the following conditions:

                  • The user has a Cisco Unified IP Phone.
                  • The Cisco Unified P Phone is available to answer hunt calls (logged-in/HLog).
                  • Cisco Jabber is running in Extend and Connect mode.

                  CallerID Information

                  • The incoming caller ID information (name and number) is displayed on the Jabber client.

                  • This information may also be displayed on the device, depending on your carrier and trunk configuration.

                  • Outbound Dial Via Office calls to the remote destination display Voice Connect as the name and the trunk DID as the number.

                  • Configure the trunk DID in the Unified CM Trunk Pattern, Route Pattern, or Cisco Gateway. This configuration may also be assigned by the carrier. The number field may display as blank if the trunk DID is not configured.

                  • Outbound calls to the desired party display the CTI Remote Device Display Name and Directory Number (DN) as configured in Unified Communications Manager.

                  • Remote destination numbers are never displayed to the called party.

                  Extend and Connect Restrictions

                  Table 2 Extend and Connect Restrictions

                  Restriction

                  Description

                  Maximum number of remote destinations

                  You can configure up to ten remote destinations for each CTI remote device.

                  Note   

                  By default, four remote destinations are supported per device. You can set the maximum number to 10 remote destinations per device.

                  Off-cluster devices

                  • Remote destination numbers must represent off-cluster devices.

                  • Remote destinations can be off-cluster URIs.

                  Directory numbers

                  You cannot configure directory numbers as remote destination numbers.

                  Cisco Jabber

                  Before you save the remote destinations that are configured using Cisco Jabber, verify if the remote destinations can be routed by the configured dial plan.

                  Application dial rules

                  Application Dial Rules are applied to all remote destinations that are configured on the CTI remote device through the Cisco Unified Communications Manager Administration interface and Cisco Jabber.

                  Note   

                  Advise end users which number formats the Application Dial Rules are configured to support (for example, nn-nnn-nnnn, E.164, both).

                  Remote destination number

                  Each remote destination number must be unique within the cluster.

                  Note   

                  The same remote destination number cannot be used by two or more users.

                  Remote destination validation

                  • Remote destination numbers are validated using the CTI remote device reroute calling search space.

                  • Remote destinations that are configured using the Cisco Unified Communications Manager Administration interface and AXL interface are not validated.

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