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Cisco Unified CallManager Features and Services Guide, Release 4.2(1)
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Index
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Preface
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Cisco CallManager Extension Mobility
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Cisco IP Manager Assistant With Proxy Line Support
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Cisco IP Manager Assistant With Shared Line Support
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Cisco Call Back
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Client Matter Codes and Forced Authorization Codes
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Music On Hold
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Cisco CallManager AutoAttendant
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Barge, Privacy, and Privacy on Hold
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Call Park and Directed Call Park
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Immediate Divert
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Malicious Call Identification
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Multilevel Precedence and Preemption
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Custom Phone Rings
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Cisco WebDialer
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Cisco CallManager Attendant Console
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Call Display Restrictions
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Quality Report Tool
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External Call Transfer Restrictions
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Cisco CallManager Device Mobility
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Troubleshooting Features and Services
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Feedback
Table Of Contents
Call Park and Directed Call Park
System Requirements for Call Park
Installing and Activating Call Park
Call Park Configuration Checklist
Setting the Service Parameters for Call Park
Call Park Configuration Settings
Where to Find More Information
Introducing Directed Call Park
Using the Directed Call Park Feature
System Requirements for Directed Call Park
Installing and Activating Directed Call Park
Configuring Directed Call Park
Directed Call Park Configuration Checklist
Setting the Service Parameters for Directed Call Park
Finding a Directed Call Park Number
Adding a Directed Call Park Number
Updating a Directed Call Park Number
Deleting a Directed Call Park Number
Directed Call Park Configuration Settings
Troubleshooting Directed Call Park
Where to Find More Information
Call Park and Directed Call Park
This chapter describes the Call Park feature, which is a hold function, and the Directed Call Park feature, which is a transfer function. Cisco recommends that you treat these two features as mutually exclusive: enable one or the other, but not both. If you do enable both, ensure that the numbers that are assigned to each are exclusive and do not overlap. The information in the following sections will help you utilize these two features to their maximum potential:
Call Park
The Call Park feature allows you to place a call on hold, so it can be retrieved from another phone in the Cisco CallManager system (for example, a phone in another office or in a conference room). If you are on an active call at your phone, you can park the call to a call park extension by pressing the Park softkey or the Call Park button. Someone on another phone in your system can then dial the call park extension to retrieve the call.
You can define either a single directory number or a range of directory numbers for use as call park extension numbers. You can park only one call at each call park extension number.
This chapter provides the following information about call park:
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System Requirements for Call Park
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Introducing Call Park
The Call Park feature works within a Cisco CallManager cluster, and each Cisco CallManager in a cluster must have call park extension numbers defined. (For information about using call park across clusters, see the "Using Call Park Across Clusters" section.) You can define either a single directory number or a range of directory numbers for use as call park extension numbers. Ensure that the directory number or range of numbers is unique.
Valid call park extension numbers comprise integers and the wildcard character, X. You can configure a maximum of XX in a call park extension number (for example, 80XX), which provides up to 100 call park extension numbers. When a call gets parked, Cisco CallManager chooses the next call park extension number that is available and displays that number on the phone.
Cisco CallManager can park only one call at each call park extension number.
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Using the Call Park Feature
Figure 9-1 illustrates the call park process.
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Figure 9-1 Call Park Process
Using Call Park Across Clusters
Users can dial the assigned route pattern (for example, a route pattern for an intercluster trunk could be 80XX) and the call park number (for example 8022) to retrieve parked calls from another Cisco CallManager cluster. Additionally, you must ensure that calling search spaces and partitions are properly configured. See the following example.
Example of Retrieving Parked Calls from Another Cluster
Two clusters exist in the network (cluster A and cluster B). Cluster A includes user A1 and user A2. Cluster B includes user B1 and user B2.
Cluster A includes call park numbers in the range of 81xx. Cluster B includes call park numbers in the range of 82xx (the administrator configures these ranges).
Cluster A includes route patterns that are configured to other cluster park ranges as 82xx (routes to Cluster B). Cluster B includes route patterns that are configured to other cluster park ranges as 81xx (routes to Cluster A).
When user A1 parks a call at 8101, all users (which have correct partitions configured) in Cluster A and Cluster B can retrieve the parked call because of the route pattern configuration. When user B1 parks a call at 8202, all users (which have correct partitions configured) in Cluster A and Cluster B can retrieve the parked call because of the route pattern configuration. See Figure 9-2.
Figure 9-2 Retrieving Parked Calls by Using Intercluster Trunks
System Requirements for Call Park
To operate, Call Park requires the following software components:
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The following phones support Call Park with the Park softkey in the Standard User and Standard Feature softkey templates:
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The following phones support Call Park with the Call Park button on the phone button template:
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Interactions and Restrictions
The following sections describe the interactions and restrictions for the Call Park feature.
Interactions
The following sections describe how Call Park interacts with Cisco CallManager applications and call processing:
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Attendant Console
Cisco CallManager Attendant Console uses the Call Park Retrieval Allowed check box (found on the Cisco CallManager Administration User Configuration window) when configuring the ac user. See "Configuring the ac User" in the Cisco CallManager Features and Services Guide for details.
Music On Hold
Music on hold allows users to place calls on hold with music that is provided from a streaming source. Music on hold allows two types of hold:
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Route Plan Report
The route plan report displays the patterns and directory numbers that are configured in Cisco CallManager. Use the route plan report to look for overlapping patterns and directory numbers before assigning a directory number to Call Park. Refer to the Route Plan Report chapter in the Cisco CallManager Administration Guide.
Calling Search Space and Partitions
Assign the Call Park directory number or range to a partition to limit Call Park access to users on the basis of the device calling search space. See Calling Search Space Configuration and Partition Configuration in the Cisco CallManager Administration Guide.
Immediate Divert
Call Park supports Immediate Divert (iDivert softkey). For example, user A calls user B, and user B parks the call. User B retrieves the call and then decides to send the call to voice-messaging mailbox by pressing the iDivert softkey. User A receives the voice-messaging mailbox greeting of user B.
Barge
The following paragraphs describe the differences between Barge and cBarge with call park.
Barge with Call Park
The target phone (the phone that is being barged upon) controls the call. The barge initiator "piggy backs" on the target phone. The target phone includes most of the common features, even when the target is being barged; therefore, the barge initiator has no feature access. When the target parks a call, the barge initiator then must release its call (the barge).
cBarge with Call Park
The target and barge initiator act as peers. The cBarge feature uses a conference bridge, making it behave similar to a MeetMe conference. Both phones (target and barge initiator) have full access to their features.
Directed Call Park
Cisco recommends that you do not configure both directed call park and the Park softkey for call park, but the possibility exists to configure both. If you configure both, ensure that the call park and directed call park numbers do not overlap.
Restrictions
The following restrictions apply to the Call Park feature:
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See the "Adding a Call Park Number" section for configuration details.
Installing and Activating Call Park
Call Park, a system feature, comes standard with Cisco CallManager software. It does not require special installation.
Configuring Call Park
This section contains the following information:
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Call Park Configuration Checklist
Table 9-1 provides a checklist to configure Call Park.
Table 9-1 Call Park Configuration Checklist
Step 1
Configure a partition for call park extension numbers to make the partition available only to users who have the partition in their calling search space.
Adding a Partition, Cisco CallManager Administration Guide
Media Termination Point Configuration, Cisco CallManager Administration Guide
Step 2
Configure unique park extension numbers for each Cisco CallManager in the cluster:
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Server Configuration, Cisco CallManager Administration Guide
Cisco CallManager Configuration, Cisco CallManager Administration Guide
Cisco CallManager Group Configuration, Cisco CallManager Administration Guide
Step 3
Configure a unique call park number or define a range of call park extension numbers.
Step 4
Assign the Standard User softkey template to each device that has call park access. For phones that do not use softkeys, the phone button template with the Call Park button automatically gets configured.
Softkey Template Configuration, Cisco CallManager Administration Guide
Step 5
In the User Configuration window for each user that is allowed to access the call park feature, check the Call Park Retrieval Allowed check box.
Adding a New User, Cisco CallManager Administration Guide
Step 6
Notify users that the call park feature is available.
Refer to the phone documentation for instructions on how users access call park features on their Cisco IP Phone.
Setting the Service Parameters for Call Park
Cisco CallManager provides two clusterwide service parameters for call park: Call Park Display Timer and Call Park Reversion Timer. Each service parameter includes a default and requires no special configuration.
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Finding a Call Park Number
Because you might have several call park numbers in your network, Cisco CallManager lets you locate specific call park numbers on the basis of specific criteria. Use the following procedure to locate call park numbers.
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Procedure
Step 1
The Find and List Call Park Numbers window displays. Use the two drop-down list boxes to search for a call park number.
Step 2
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From the second Find Call Park Numbers where drop-down list box, choose one of the following criteria:
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Step 3
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A list of discovered call park numbers displays by
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Step 4
The window displays the call park number that you choose.
Related Topics
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Adding a Call Park Number
This section describes how to add a single call park extension number or range of extension numbers.
Procedure
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The Call Park Number Configuration window displays.
Step 3
Step 4
Related Topics
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Updating a Call Park Number
This section describes how to update a call park extension number or range of numbers.
Procedure
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Step 4
Related Topics
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Deleting a Call Park Number
This section describes how to delete call park numbers from the Cisco CallManager database.
Procedure
Step 1
Step 2
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Related Topics
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Call Park Configuration Settings
Table 9-2 describes the call park configuration settings.
Related Topics
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Troubleshooting Call Park
Table 9-3 provides troubleshooting recovery tips for common call park problems.
Table 9-3 Troubleshooting Tips for Call Park
User cannot park calls. When the user presses the Park softkey or feature button, the call does not get parked.
Ensure that a unique call park number is assigned to each Cisco CallManager in the cluster. See the "Adding a Call Park Number" section.
The partition that is assigned to the call park number does not match the partition that is assigned to the phone directory number. See the "Adding a Call Park Number" section and the "Adding a Directory Number" section in the Cisco CallManager Administration Guide.
The call park number does not display long enough for the user.
Set the Call Park Display Timer to a longer duration. See the "Setting the Service Parameters for Call Park" section.
Where to Find More Information
Related Topics
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Additional Cisco Documentation
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Directed Call Park
Directed Call Park allows a user to transfer a parked call to an available user-selected directed call park number. Configure directed call park numbers in the Cisco CallManager Directed Call Park Configuration window. Configured directed call park numbers exist clusterwide. You can configure phones that support the directed call park Busy Lamp Field (BLF) to monitor the busy/idle status of specific directed call park numbers. Users can also use the BLF to speed dial a directed call park number. See System Requirements for Directed Call Park, for a list of the phone models that support the BLF.
This chapter provides the following information about directed call park:
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Introducing Directed Call Park
Cisco CallManager can park only one call at each directed call park number. To retrieve a parked call, a user must dial a configured retrieval prefix followed by the directed call park number at which the call is parked. Configure the retrieval prefix in the Directed Call Park Configuration window.
Using the Directed Call Park Feature
The following examples illustrate how the directed call park feature can be used.
Example 1
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Example 2
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System Requirements for Directed Call Park
To operate, Directed Call Park requires the following software components:
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A user can park and retrieve a call by using directed call park from any phone that can perform a transfer including Cisco IP Phone models 7905, 7912, 7920, 7940, 7960, and 7970. Cisco VG248 Analog Phone Gateways also support directed call park.
The following phones can monitor the busy/idle status of a directed call park number by using the directed call park Busy Lamp Field (BLF):
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Interactions and Restrictions
The following sections describe the interactions and restrictions for directed call park:
Interactions
The following sections describe how directed call park interacts with Cisco CallManager applications and call processing:
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Attendant Console
The Cisco CallManager Administration User Configuration window does not include any configuration or activation for directed call park as it does for call park. See Restrictions, for additional information about directed call park with attendant console.
Music On Hold
Music on hold allows users to place calls on hold with music that is provided from a streaming source. Music on hold allows two types of hold:
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Route Plan Report
The route plan report displays the patterns and directory numbers that are configured in Cisco CallManager. Use the route plan report to look for overlapping patterns and directory numbers before assigning a directory number to directed call park. Refer to the Route Plan Report chapter in the Cisco CallManager Administration Guide.
Calling Search Space and Partitions
Assign the directed call park directory number or range to a partition to limit directed call park access to users on the basis of the device calling search space. See Calling Search Space Configuration and Partition Configuration in the Cisco CallManager Administration Guide.
Immediate Divert
Directed call park supports Immediate Divert (iDivert softkey). For example, user A calls user B, and user B parks the call. User B retrieves the call and then decides to send the call to voice-messaging mailbox by pressing the iDivert softkey. User A receives the voice-messaging mailbox greeting of user B.
Barge
The following paragraphs describe the differences between Barge and cBarge with directed call park.
Barge with Directed Call Park
The target phone (the phone that is being barged upon) controls the call. The barge initiator "piggy backs" on the target phone. The target phone includes most of the common features, even when the target is being barged; therefore, the barge initiator has no feature access. When the target parks a call using directed call park, the barge initiator then must release its call (the barge).
cBarge with Directed Call Park
The target and barge initiator act as peers. The cBarge feature uses a conference bridge that makes it behave similar to a meet me conference. Both phones (target and barge initiator) retain full access to their features.
Call Park
Cisco recommends that you do not configure both directed call park and the Park softkey for call park, but the possibility exists to configure both. If you configure both, ensure that the call park and directed call park numbers do not overlap.
A caller who has been parked (the parkee) by using the directed call park feature cannot, while parked, use the standard call park feature.
Restrictions
The following restrictions apply to directed call park:
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See the "Adding a Directed Call Park Number" section for configuration details.
Installing and Activating Directed Call Park
Directed call park system feature comes standard with Cisco CallManager software. Any phone that can perform a transfer can use directed call park. It does not require special installation. Cisco recommends that you configure either call park or directed call park, but not both. If you do configure both, ensure that the directed call park and call park numbers do not overlap.
Configuring Directed Call Park
This section contains the following information:
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Directed Call Park Configuration Checklist
Table 9-4 provides a checklist to configure directed call park.
Table 9-4 Directed Call Park Configuration Checklist
Step 1
Configure a partition for directed call park numbers to make the partition available only to users who have the partition in their calling search space. To successfully retrieve a parked call, the calling search space from which the user is retrieving the call must contain the partition that includes the directed call park number.
Adding a Partition, Cisco CallManager Administration Guide
Media Termination Point Configuration, Cisco CallManager Administration Guide
Calling Search Space Configuration, Cisco CallManager Administration Guide
Step 2
Configure a unique directed call park number or define a range of directed call park numbers. You must specify a range by using wildcards. For example, the range 40XX configures the range as 4000 to 4099.
Caution
Note
Step 3
Assign the Standard User softkey template to each device that has directed call park access. For phones that do not use softkeys, the phone button template with the Transfer button automatically gets configured.
Softkey Template Configuration, Cisco CallManager Administration Guide
Step 4
For phone models that support the directed call park BLF, configure the phone button template to include one or more Call Park BLF buttons and configure the directed call park BLF settings.
Guidelines for Customizing Phone Button Templates, Cisco CallManager System Guide
Configuring Directed Call Park Busy Lamp Field Settings, Cisco CallManager Administration Guide
Step 5
Notify users that the directed call park feature is available.
Refer to the phone documentation for instructions on how users access directed call park features on their Cisco IP Phone.
Setting the Service Parameters for Directed Call Park
The Call Park Reversion Timer clusterwide service parameter affects directed call park. This parameter determines the time that a call remains parked. The default specifies 60 seconds. When the timer expires, the parked call returns to either the device that parked the call or to another specified number, depending on what you configure in the Directed Call Park Configuration window.
Finding a Directed Call Park Number
Because you may have several directed call park numbers in your network, Cisco CallManager lets you locate specific directed call park numbers on the basis of specific criteria. Use the following procedure to locate directed call park numbers.
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Procedure
Step 1
The Find and List Directed Call Park Numbers window displays. Use the two drop-down list boxes to search for a directed call park number.
Step 2
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From the second Find Directed Call Park Numbers where drop-down list box, choose one of the following criteria:
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Step 3
Tip
A list of discovered directed call park numbers displays by
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Step 4
The window displays the directed call park number that you choose.
Related Topics
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Adding a Directed Call Park Number
This section describes how to add a single directed call park number or range of numbers.
Procedure
Step 1
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The Directed Call Park Configuration window displays.
Step 3
Step 4
Related Topics
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Updating a Directed Call Park Number
This section describes how to update a directed call park extension number or range of numbers.
Procedure
Step 1
Step 2
Step 3
Step 4
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Note
Related Topics
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Deleting a Directed Call Park Number
This section describes how to delete directed call park numbers from the Cisco CallManager database.
Procedure
Step 1
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Step 3
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Related Topics
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Directed Call Park Configuration Settings
Table 9-5 describes the directed call park configuration settings.
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Related Topics
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Troubleshooting Directed Call Park
Table 9-6 provides troubleshooting recovery tips for common directed call park problems.
Table 9-6 Troubleshooting Tips for Directed Call Park
User cannot park calls. After the Transfer softkey (or Transfer button if available) is pressed and the directed call park number is dialed, the call does not get parked.
Ensure that the partition that is assigned to the call park number matches the partition that is assigned to the phone directory number. See the "Adding a Directed Call Park Number" section and the "Adding a Directory Number" section in the Cisco CallManager Administration Guide.
Ensure that the partition and calling search space are configured correctly for the device. See Calling Search Space Configuration and Partition Configuration in the Cisco CallManager Administration Guide.
User cannot park calls. After pressing the Transfer softkey (or Transfer button if available) and dialing the directed call park number, the user receives a busy tone, and the IP phone displays the message, Park Slot Unavailable.
Ensure that the dialed directed call park number is not already occupied by a parked call or park the call on a different directed call park number.
User cannot park calls. After pressing the Transfer softkey (or Transfer button if available) and dialing the directed call park number, the user receives a reorder tone or announcement.
Ensure that the dialed number is configured as a directed call park number. See the "Finding a Directed Call Park Number" section and the "Adding a Directed Call Park Number" section.
Parked calls revert too quickly.
Set the Call Park Reversion Timer to a longer duration. See the "Setting the Service Parameters for Directed Call Park" section.
User cannot park calls. The user receives a reorder tone after the reversion timer expires.
Ensure that the user presses the Transfer softkey (or Transfer button if available) before dialing the directed call park number, then presses the Transfer softkey (or Transfer button) again or goes on hook after dialing the directed call park number. Because directed call park is a transfer function, the directed call park number cannot be dialed alone. See the "Introducing Directed Call Park" section.
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User cannot retrieve parked calls. After dialing the directed call park number to retrieve a parked call, the user receives a busy tone, and the IP phone displays the message, Park Slot Unavailable.
Ensure that the user dials the retrieval prefix followed by the directed call park number. See the "Introducing Directed Call Park" section.
Parked calls do not revert to the number that parked the call.
Check the configuration of the directed call park number to ensure that it is configured to revert to the number that parked the call rather than to a different directory number. See the "Configuring Directed Call Park" section.
When an attempt is made to delete a directed call park number or range, a message displays that indicates that the number or range cannot be deleted because it is in use.
You cannot delete a directed call park number that a device is configured to monitor (by using the BLF button). To determine which devices are using the number, click the Dependency Records link on the Directed Call Park Configuration window.
After configuring a range of directed call park numbers, user cannot park a call at a number within the range.
Review the syntax for entering a range of directed call park numbers. If incorrect syntax is used, the system may appear to configure the range when it actually does not. See the "Adding a Directed Call Park Number" section.
Where to Find More Information
Related Topics
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Additional Cisco Documentation
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