This preface describes who should read this publication and its document conventions.
The preface covers these topics:
•How to Use Online Help
•Cisco Product Security Overview
•Obtaining Technical Assistance
•Obtaining Additional Publications and Information
Cisco Unified CallManager Assistant is a feature that enhances the functionality of the phone system to allow managers and their assistants to work more effectively together. Cisco Unified CallManager Assistant User Guide provides instructions and examples to help you use the Cisco Unified CallManager Assistant feature.
All users of Cisco Unified CallManager Assistant should read this publication. Users include managers and assistants.
A Cisco Unified CallManager Assistant manager is a user whose incoming calls are intercepted and redirected to an assistant. The manager is supported by at least one assistant.
Managers can use Cisco Unified CallManager Assistant directly on their Cisco Unified IP Phones. However, managers will configure their features from the Manager Configuration window, or they can ask assistants to configure these preferences for them.
For details, see the "How to Configure Manager Features" section on page 7-1.
A Cisco Unified CallManager Assistant assistant is a user who handles calls on behalf of a manager.
Depending on how the feature is set up and used, Cisco Unified CallManager Assistant can automatically or manually intercepts incoming calls that were originally intended for a manager and redirects them to another target—which might be the manager's assistant. Assistants can answer, transfer, divert, and otherwise handle calls that Cisco Unified CallManager Assistant redirects to them.
One assistant can support as many as 33 managers.
Assistants can access most Cisco Unified CallManager Assistant features on their computers, using an application called the Assistant Console. Assistants can use the Assistant Console to:
•Place, answer, transfer, put on hold, end, divert, or add conference participants to a call.
•Monitor a manager's call activity and feature status.
•Enable or disable manager features.
•Configure manager features.
Table 1 provides an overview of the organization of this guide.
Table 1 Cisco Unified CallManager Assistant User Guide User Guide Organization
Chapter 1, "Introduction to Cisco Unified CallManager Assistant"
Describes Cisco Unified CallManager Assistant in Shared-line mode, Cisco Unified CallManager Assistant in Proxy-line mode, and how to identify which Cisco Unified CallManager Assistant mode you are using.
Chapter 2, "Getting Started with the Cisco Unified CallManager Assistant Console"
Provides assistants with a comprehensive overview of the Assistant Console.
Chapter 3, "How to Use the Assistant Console to Handle Calls"
Provides assistants with task-based instructions for using the Assistant Console to handle and monitor calls and features for one to five managers.
Chapter 4, "Assistants—How to Use Cisco Unified CallManager Assistant on Your Phone"
Describes how to use distinctive ringing, softkeys, and the intercom on the assistant's Cisco Unified IP Phone.
Chapter 5, "For Managers—How to Use Your Phone with Cisco Unified CallManager Assistant in Shared-line Mode"
Describes how to use the Cisco Unified CallManager Assistant features in shared line mode.
Chapter 6, "For Managers—How to Use Your Phone with Cisco Unified CallManager Assistant in Proxy-Line Mode"
Describes how to use the Cisco Unified CallManager Assistant menu, softkeys, and the status window on the manager's Cisco Unified IP Phone to handle calls and monitor an assistant's call activity in proxy line mode.
Chapter 7, "How to Configure Manager Features"
Describes how managers and assistants can customize manager features using the Manager Configuration window.
How to Use Online Help
The Cisco Unified CallManager Assistant online help system provides task-oriented help as well as context-sensitive help from most windows in the Cisco Unified CallManager Assistant user interface.
To access online help, click the ? button or click Help in the menu bar, which is located along the top of the console.
Once you open the help window, you can click Search in the toolbar to search the entire Cisco Unified CallManager Assistant User Guide by keyword. Click View PDF for a print-friendly version of the document.
Note•Note that the Search feature might not function in some versions of online help.
•You need to have Adobe Acrobat installed (either as an independent application or as a plug-in to your browser) to view a PDF copy of this document.
Refer to the following documents for further information. These documents are available at this URL:
•Cisco Unified CallManager Assistant Quick Reference for Managers
•Cisco Unified IP Phone 7960G and 7940G At a Glance
•Cisco Unified IP Phone 7960G and 7940G Phone Guide
•Cisco Unified IP Phone Features A-Z
•Cisco Unified IP Phone Expansion Module Phone 7914 Guide
Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several ways to obtain technical assistance and other technical resources. These sections explain how to obtain technical information from Cisco Systems.
You can access the most current Cisco documentation at this URL:
You can access the Cisco website at this URL:
You can access international Cisco websites at this URL:
Product Documentation DVD
Cisco documentation and additional literature are available in the Product Documentation DVD package, which may have shipped with your product. The Product Documentation DVD is updated regularly and may be more current than printed documentation.
The Product Documentation DVD is a comprehensive library of technical product documentation on portable media. The DVD enables you to access multiple versions of hardware and software installation, configuration, and command guides for Cisco products and to view technical documentation in HTML. With the DVD, you have access to the same documentation that is found on the Cisco website without being connected to the Internet. Certain products also have .pdf versions of the documentation available.
The Product Documentation DVD is available as a single unit or as a subscription. Registered Cisco.com users (Cisco direct customers) can order a Product Documentation DVD (product number DOC-DOCDVD=) from Cisco Marketplace at this URL:
Beginning June 30, 2005, registered Cisco.com users may order Cisco documentation at the Product Documentation Store in the Cisco Marketplace at this URL:
Nonregistered Cisco.com users can order technical documentation from 8:00 a.m. to 5:00 p.m. (0800 to 1700) PDT by calling 1 866 463-3487 in the United States and Canada, or elsewhere by calling 011 408 519-5055. You can also order documentation by e-mail at firstname.lastname@example.org or by fax at 1 408 519-5001 in the United States and Canada, or elsewhere at 011 408 519-5001.
You can rate and provide feedback about Cisco technical documents by completing the online feedback form that appears with the technical documents on Cisco.com.
You can send comments about Cisco documentation to email@example.com.
You can submit comments by using the response card (if present) behind the front cover of your document or by writing to the following address:
Attn: Customer Document Ordering
170 West Tasman Drive
San Jose, CA 95134-9883
We appreciate your comments.
Cisco Product Security Overview
This product contains cryptographic features and is subject to United States and local country laws governing import, export, transfer, and use. Delivery of Cisco cryptographic products does not imply third-party authority to import, export, distribute, or use encryption. Importers, exporters, distributors, and users are responsible for compliance with U.S. and local country laws. By using this product you agree to comply with applicable laws and regulations. If you are unable to comply with U.S. and local laws, return this product immediately.
A summary of U.S. laws governing Cisco cryptographic products may be found at: http://www.cisco.com/wwl/export/crypto/tool/stqrg.html. If you require further assistance please contact us by sending e-mail to firstname.lastname@example.org.
Cisco provides a free online Security Vulnerability Policy portal at this URL:
From this site, you can perform these tasks:
•Report security vulnerabilities in Cisco products.
•Obtain assistance with security incidents that involve Cisco products.
•Register to receive security information from Cisco.
A current list of security advisories and notices for Cisco products is available at this URL:
If you prefer to see advisories and notices as they are updated in real time, you can access a Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed from this URL:
Reporting Security Problems in Cisco Products
Cisco is committed to delivering secure products. We test our products internally before we release them, and we strive to correct all vulnerabilities quickly. If you think that you might have identified a vulnerability in a Cisco product, contact PSIRT:
•Emergencies — email@example.com
An emergency is either a condition in which a system is under active attack or a condition for which a severe and urgent security vulnerability should be reported. All other conditions are considered nonemergencies.
•Nonemergencies — firstname.lastname@example.org
In an emergency, you can also reach PSIRT by telephone:
•1 877 228-7302
•1 408 525-6532
Tip We encourage you to use Pretty Good Privacy (PGP) or a compatible product to encrypt any sensitive information that you send to Cisco. PSIRT can work from encrypted information that is compatible with PGP versions 2.x through 8.x.
Never use a revoked or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one linked in the Contact Summary section of the Security Vulnerability Policy page at this URL:
The link on this page has the current PGP key ID in use.
Obtaining Technical Assistance
Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Technical Support & Documentation website on Cisco.com features extensive online support resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not have a valid Cisco service contract, contact your reseller.
Cisco Technical Support & Documentation Website
The Cisco Technical Support & Documentation website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day, at this URL:
Access to all tools on the Cisco Technical Support & Documentation website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL:
Note Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting a web or phone request for service. You can access the CPI tool from the Cisco Technical Support & Documentation website by clicking the Tools & Resources link under Documentation & Tools. Choose Cisco Product Identification Tool from the Alphabetical Index drop-down list, or click the Cisco Product Identification Tool link under Alerts & RMAs. The CPI tool offers three search options: by product ID or model name; by tree view; or for certain products, by copying and pasting show command output. Search results show an illustration of your product with the serial number label location highlighted. Locate the serial number label on your product and record the information before placing a service call.
Submitting a Service Request
Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco engineer. The TAC Service Request Tool is located at this URL:
For S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly.
To open a service request by telephone, use one of the following numbers:
Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
EMEA: +32 2 704 55 55
USA: 1 800 553-2447
For a complete list of Cisco TAC contacts, go to this URL:
Definitions of Service Request Severity
To ensure that all service requests are reported in a standard format, Cisco has established severity definitions.
Severity 1 (S1)—Your network is "down," or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.
Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.
Severity 3 (S3)—Operational performance of your network is impaired, but most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.
Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.
Obtaining Additional Publications and Information
Information about Cisco products, technologies, and network solutions is available from various online and printed sources.
•Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, and logo merchandise. Visit Cisco Marketplace, the company store, at this URL:
•Cisco Press publishes a wide range of general networking, training and certification titles. Both new and experienced users will benefit from these publications. For current Cisco Press titles and other information, go to Cisco Press at this URL:
•Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and networking investments. Each quarter, Packet delivers coverage of the latest industry trends, technology breakthroughs, and Cisco products and solutions, as well as network deployment and troubleshooting tips, configuration examples, customer case studies, certification and training information, and links to scores of in-depth online resources. You can access Packet magazine at this URL:
•iQ Magazine is the quarterly publication from Cisco Systems designed to help growing companies learn how they can use technology to increase revenue, streamline their business, and expand services. The publication identifies the challenges facing these companies and the technologies to help solve them, using real-world case studies and business strategies to help readers make sound technology investment decisions. You can access iQ Magazine at this URL:
or view the digital edition at this URL:
•Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL:
•Networking products offered by Cisco Systems, as well as customer support services, can be obtained at this URL:
•Networking Professionals Connection is an interactive website for networking professionals to share questions, suggestions, and information about networking products and technologies with Cisco experts and other networking professionals. Join a discussion at this URL:
•World-class networking training is available from Cisco. You can view current offerings at this URL: