If you are a system administrator, you are likely the primary source of information for Cisco IP Phone users in your network or company. It is important to provide current and thorough information to end users.

To successfully use some of the features on the Cisco IP Phone (including Services and voice message system options), users must receive information from you or from your network team or must be able to contact you for assistance. Make sure to provide users with the names of people to contact for assistance and with instructions for contacting those people.

We recommend that you create a web page on your internal support site that provides end users with important information about their Cisco IP Phones.

Consider including the following types of information on this site:

• User guides for all Cisco IP Phone models that you support

• Information on how to access the Cisco Unified Communications Self Care Portal

• List of features supported

• User guide or quick reference for your voicemail system

After you add Cisco IP Phones to Third-Party Call Control system, you can add functionality to the phones. The following table includes a list of supported telephony features, many of which you can configure by using Third-Party Call Control system.

Note	The Third-Party Call Control system also provides several service parameters that you can use to configure various telephony functions.

The following table provides information about features that are available on softkeys, features that are available on dedicated feature buttons, and features that you need to configure as programmable feature buttons. An "X" in the table indicates that the feature is supported for the corresponding button type or softkey. Of the two button types and softkeys, only programmable feature buttons require configuration in Cisco IP Phone administration.

You can configure speed dial on an idle line of a user phone. The user can then use that line key to speed-dial a number. When you enable the speed dial on the line key, the user sees the speed-dial icon a name for the speed dial line key. The user presses the line key to dial the assigned extension.

You can configure speed dials on the phone with the web interface.

Speed dial, directory, extended function, and other strings configured in the phone can include wait (X) and pause (,) characters. These characters that allow manual and automatic DTMF (Dual-Tone Multi-Frequency) signal transmission.

You can add the wait and pause character with speed-dial, extended function, or directory strings in the format:

where:

• Dial_String —is the number that the user is trying to reach. For example, 8537777 or 14088537777.

• [ ](space)—is a dial termination character that defines or delimits the end of the dial string. The space is mandatory. If the phone encounters an X or a comma (,) before the space, the characters are treated as part of dial string.

• , (comma)—is a 2-second pause that is inserted for each comma in the string.

• X (wait)—indicates that the phone is waits for user input and acknowledgement.

  When the user manually enters the DTMF signal with the key pad, the user sees a message to acknowledge that the transmission of the manual entry is complete. On confirmation, the phone sends any DTMF signals defined by the DTMF_string. The phone executes the next parameter. If there are no more parameters in the dial string to execute, the phone exits to the main screen.

  The wait prompt window does not disappear until the user confirms the wait prompt or the call is ended either by the user or ended by the remote device.

• DTMF_string—is the DTMF signals that a user sends to a remote device after the call is connected. The phone cannot send signals other than valid DTMF signals.

Example:

18887225555,,5552X2222

A speed dial entry triggers the phone to dial 18887225555. The space indicates the end of the dial string. The phone waits 4 seconds (2 commas), and then sends the DTMF signals 5552.

A message is displayed, prompting the user to manually enter digits. When the user finishes dialing the digits, the user presses OK to confirm the manual input is complete. The phone sends the DTMF signals 2222.

Usage Guidelines

A user can transmit digits any time, as long as the call is connected.

The maximum length of the string, including the Xs or commas (,), is limited to the length of a speed-dial entry, dial screen entry, directory entry, and other dialed strings.

When a wait is initiated, the phone displays the home screen and prompts the user to input more digits with the key pad. If this action occurs while the user is editing an entry, the edits might be lost.

If only the first part of a dial string matches a dial plan when the call is dialed, the portion of the dial string that does not match the dial string is ignored. For example:

85377776666,,1,23

If 8537777 matches a dial plan, the characters 6666 are ignored. The phone waits 4 seconds before sending DTMF 1. It then wait 2 seconds and sends DTMF 23.

When logging the call, the phone only logs the dial string; the DTMF strings are not logged.

Valid DTMF signals are 0-9, *, or #. All other characters are ignored.

Limitations

When the call is connected and immediately transferred, the phone might not be able to process the DTMF signals. This depends on the length of time that the call is connected before it is transferred.

You can configure speed dial on a Key Expansion Module line. The user can then press the line key to call a frequently dialed number.

You can configure dial assistance so that your users can place calls more quickly. As a user dials, the phone displays a list of closely-matched phone numbers on the screen.

If a user needs to monitor a coworker's availability to receive a call, you can configure a busy lamp field on the user's (monitoring) phone. With this feature, colored LEDs show whether a coworker's (monitored) line is busy or free to take a call.

You can configure busy lamp field so a user can answer an incoming call on the monitored line. With busy lamp field pickup, the user can select the blinking line key to answer an incoming call.

You can also configure the busy lamp field to work with speed dial or call pickup to give the user more flexibility when handling calls.

To configure the busy lamp field on a phone that you want to monitor:

• Configure a busy lamp field for a specific line key or user

• Configure a busy lamp field for multiple users (BroadSoft only)

The BLF List URI overrides the extended function setting when Use Line Keys For BLF List is enabled. This means that the busy lamp field, speed dial, and call pickup features are configured for each user as the BLF List URI specifies.

You can configure busy lamp field to work with other features on your key expansion module, such as speed dial, and call pickup. Use the information in the following table as a guide when selecting the correct string format.

You can configure multicast paging so that users can page all the phones at once or page a group of phones without involving a server. On the Configuration Utility page, you configure a phone as a part of a paging group and can subscribe them to the same multicast address. This enables users to direct pages to specific groups of phones. When you assign each paging group with a unique number, the user dials the paging group number to start paging. All phones that are subscribed to the same multicast address (also configured on the Configuration Utility page) receive the page. The user hears a paging tone of three short beeps when there is an incoming paging call.

Keep these things in mind:

• Your network must support multicasting so that all devices in the same paging group are able to join the corresponding multicast group.

• If the phone is on an active call when a group page starts, the incoming page is ignored.

• Group paging is one way and uses the G711 codec. The paged phone can only listen to the call from the originator.

• Incoming pages are ignored when DND is enabled.

• When paging occurs, the speaker on the paged phones automatically powers on unless the handset or the headset is in use.

• If the phone is on an active call when a group page starts, the incoming page is ignored. When the call ends, the page is answered, if the page is active.

• When multiple pages occur, the pages are answered in chronological order. Until the active page ends, the next page is not answered.

You can set paging priority. You no longer need to register the phone to send or receive a page and this feature is known as "Out of Band Paging" feature. You can configure maximum of five paging groups on the phone.

When a paging is initiated during an active call, your user sees an incoming page or outgoing page icons on the phone.

Priority has no impact during a regular page. Only when the phone receives a call during an active page, priority impacts the active call. Following scenarios explain how priority of an active page impacts an active call:

• PG_PRI_EMERGENT(Priority 0): If the phone receives a page with priority 0 during a call, the call will be put on hold. After the paging is complete, the call resumes.

• PG_PRI_IMPRORTANT(Priority 1): If the phone receives a page with priority 1 during a call, the call and the page audio is mixed.

• PG_PRI_NORMAL (Priority 2): If the device receives a page with priority 2 during a call, the phone does not display any incoming page icon on the phone screen and the user only hears a notification tone. Once the call ends and if the page is still active, the user sees the paging notification on the phone.

• PG_PRI_MINOR (Priority 3): If the phone receives a page with priority 3 during a call, the page is ignored.

You can customize the softkeys displayed on the phone. The default softkeys (when the phone is in an idle state) are Redial, Directory, Call Forward, and Do Not Disturb. Other softkeys are available during specific call states (for example, if a call is on hold, the Resume softkey displays).

You can set up provisioning authority so that users can access their personalized phone settings from other phones. For example, people who work different shifts or who work at different desks during the week can share an extension, yet have their own personalized settings.

The Sign in softkey appears on the phone when you enable provisioning authority on the phone. Users enter their usernames and passwords to access their personal phone settings. Users can also ignore the sign-in and use the phone as a guest. After users sign in, they have access to their personal directory numbers on the phone. When the user signs out, the phone reverts to a basic profile with limited features.

Set up the hotel feature on Broadworks and set the phone as a host or a guest.

Users can set their own password on their phones, or you can set a password for them.

Users submit problem reports to you with the Problem Reporting Tool.

If you are working with Cisco TAC to troubleshoot a problem, they typically require the logs from the Problem Reporting Tool to help resolve the issue.

To issue a problem report, users access the Problem Reporting Tool and provide the date and time that the problem occurred, and a description of the problem. You need to download the problem report from the Configuration Utility page.

You must use a server with an upload script to receive the problem reports that the user sends from the phone.

• If the URL specified in the PRT Upload Rule field is valid, users get a notification alert on the phone UI saying that they have successfully submitted the problem report.

• If the PRT Upload Rule field is empty or has an invalid URL, users get a notification alert on the phone UI saying that the data upload failed.

The phone uses an HTTP/HTTPS POST mechanism, with parameters similar to an HTTP form-based upload. The following parameters are included in the upload (utilizing multipart MIME encoding):

• devicename (example: "SEP001122334455")

• serialno (example: "FCH12345ABC")

• username (The user name is either the Station Display Name or the User ID of the extension. The Station Display Name is first considered. If this field is empty, then the User ID is chosen.)

• prt_file (example: "probrep-20141021-162840.tar.gz")

You can generate PRT automatically at specific intervals and can define the PRT file name.

A sample script is shown below. This script is provided for reference only. Cisco does not provide support for the upload script installed on a customer's server.

<?php

// NOTE: you may need to edit your php.ini file to allow larger
// size file uploads to work.
// Modify the setting for upload_max_filesize
// I used:  upload_max_filesize = 20M

// Retrieve the name of the uploaded file 
$filename = basename($_FILES['prt_file']['name']);

// Get rid of quotes around the device name, serial number and username if they exist
$devicename = $_POST['devicename'];
$devicename = trim($devicename, "'\"");

$serialno = $_POST['serialno'];
$serialno = trim($serialno, "'\"");

$username = $_POST['username'];
$username = trim($username, "'\"");

// where to put the file
$fullfilename = "/var/prtuploads/".$filename;

// If the file upload is unsuccessful, return a 500 error and
// inform the user to try again

if(!move_uploaded_file($_FILES['prt_file']['tmp_name'], $fullfilename)) {
        header("HTTP/1.0 500 Internal Server Error");
        die("Error: You must select a file to upload.");
}

?>

The Single Paging or Intercom feature enables a user to directly contact another user by phone. If the phone of the person being paged has been configured to accept pages automatically, the phone does not ring. Instead, a direct connection between the two phones is automatically established when paging is initiated.

You can use the protocols and standards defined in Technical Report 069 (TR-069) to manage phones. TR-069 explains the common platform for management of all phones and other customer-premises equipment (CPE) in large-scale deployments. The platform is independent of phone types and manufacturers.

As a bidirectional SOAP/HTTP-based protocol, TR-069 provides the communication between CPEs and Auto Configuration Servers (ACS).

• Plantronics Savi 740

• Jabra PRO920

• Jabra PRO9400

• Sennheiser DW Pro1

If you are working with Cisco TAC to troubleshoot a problem, they typically require the logs from the Problem Reporting Tool to help resolve the issue. You can generate PRT logs using the phone web page and upload them to a remote log server.

You can factory reset the phone from the phone web page. The reset only happens if the phone is idle. If the phone is not idle, the phone web page shows a message that the phone is busy and that you need to try again.

You can configure an extension to only accept secure calls. If the extension is configured to only accept secure calls then any calls the extension makes will be secure.

You can also configure a secured extension with XML services. Enter a string in this format: