Implementing Media Resources, Features, and Applications

1. Configuring Cisco Unified Communications Manager User Features Implementing Media Resources, Features, and Applications

2. Outline Cisco Unified Communications Manager User Features Overview Call Park and Directed Call Park Call Pickup and Hold Reversion DND, Intercom, and Cisco Call Back Barge and Privacy User Web Pages IP Phone Services

3. Cisco Unified Communications Manager User Features Overview

4. Common Cisco Unified Communications Manager User Features Call Park and Directed Call Park Call Pickup Hold Reversion DND (Do Not Disturb) Intercom Cisco Call Back Barge and Privacy User Web Pages IP Phone Services CiscoUnifiedCM Cluster PSTN

5. Call Park and Directed Call Park

6. Call Park Allows you to put a call on hold so that it can be retrieved from another telephone in the cluster. Can park the call to a Call Park extension by pressing the Park softkey or the Call Park button. Define either a single directory number or a range of unique directory numbers for use as call park extension numbers. Dial “1234” to pick up call CiscoUnifiedCM 4 C Sends Call Park code to display on phone 3 5 A B “1234” 1 Initial streamCall park codeFinal stream 2 Call Park

7. Call Park Configuration • Ensure that Call Park number or range is unique within the cluster and that each Cisco Unified CM that devices are registered to has its own unique Call Park number or range.

8. Directed Call Park Allows you to transfer a call to an available user-selected Directed Call Park number Retrieve a parked call by dialing a retrieval prefix followed by the directed call park number Users can also use the BLF to speed dial a Directed Call Park number Dial “2180” or use BLF Button to pick up parked call 4 CiscoUnifiedCM C A B Transfer to 80 1 Initial streamTransfer to Call Park Final stream 2 Transfer to Directed Call Park number (80) 3

9. Directed Call Park Configuration • Ensure that Directed Call Park number or range is unique within the cluster. • The Reversion Number is the number to which the parked call will return if not retrieved. • The Retrieval Prefix is needed to differentiate between park and retrieval.

10. Configuration of Call Park Button • Directed buttons BLF can be configured for phones or user profiles.

11. Call Pickup and Hold Reversion

12. Call Pickup and Group Call Pickup Call Pickup—Allows users to pick up incoming calls within their own group. Cisco Unified CM automatically dials the configured call pickup group number when the user presses Pickup. Group Call Pickup—Allows users to pick up incoming calls from another group. After pressing Gpickup button, user must enter the appropriate pickup group number. Call Pickup Group Call Pickup GPickup, dials call pickup group number Pickup Group A Group B Group C

13. Other Group Call Pickup Allows users to pick up incoming calls in a group that is associated with their own group. Cisco Unified CM automatically searches for incoming calls in associated groups when the user activates this feature. Use the softkey OPickup. OPickup Group A Group B Group C Group C is associated with Group A and B

14. Call Pickup Configuration Define a unique Call Pickup Group Number Call Routing > Call Pickup Group

15. Call Pickup Configuration (Cont.) Assign the Call Pickup Group to a line or directory number. Directory Number Configuration

16. Hold Reversion The Hold Reversion feature alerts a phone user when a held call exceeds a configured time limit. Alerts are generated, such as a ring or beep, at the phone to remind the user to handle the call. A calls C 3 CiscoUnifiedCM C 4 Sends Hold Reversion message to A after Timeout Initial callHold ReversionSecond call 1 A calls B A B 2 Call Hold B

17. Hold Reversion Configuration: Timer The default Hold Reversion timeout is defined in the CallManager Service parameters and is overruled by a setting on the line. System > Service Parameters > Cisco CallManager Call Routing > Directory Number

18. Hold Reversion Configuration: Focus Revert Call Focus Priority specifies which call is connected, a new incoming call or the reverted call, when a user goes off-hook. System > Device Pool

19. DND, Intercom and Cisco Call Back

20. Do Not Disturb (DND) Do Not Disturb (DND) feature allows you to turn off the ringer for an incoming call by pressing a feature button, softkey, or using the User Options web page. Users can choose to have the IP phone beep or flash to indicate an incoming call. CiscoUnifiedCM B DND A

21. DND Configuration: Common Profile DND parameters can be configured on a per-phone basis or using a Common Phone Profile. Device > Device Settings > Common Phone Profile

22. DND Configuration: Add DND Softkey A DND softkey has to be added to the phones Softkey Template in order to let the user control the DND state. A feature key can also be used to control DND state. Device > Device Settings > Softkey Template

23. Intercom With an intercom line, a user can call the intercom line of another user, which auto-answers to one-way audio whisper. The recipient can then accept the whispered call and initiate a two-way intercom call. One-way audio whisper A B Two-way intercom call  User presses the Intercom button to dial the Intercom line of phone B User at Phone B receives short spoken message of User A by one-way audio whisper. User B accepts Intercom call by pressing key. Two-way Intercom call is established.

24. Intercom Configuration Steps Create intercom partition. Verify automatically created intercom CSS or (optionally) replace by customized intercom CSS. Create intercom directory numbers. Assign intercom directory numbers to phones.

25. Step 1: Create Intercom Partition Cisco Unified CM Administration: Call Routing > Intercom > Intercom Route Partition Intercom partitions are created the same way as standard partitions.

26. Step 2: Verify Automatically Generated Intercom Calling Search Space Cisco Unified CM Administration: Call Routing > Intercom > Intercom Calling Search Space Automatically created intercom CSS Name and description are taken from intercom partition („_GEN“ added at the end) Automatically created intercom CSS includes the previously configured intercom partition

27. Step 3: Create Intercom Directory Numbers Cisco Unified CM Administration: Call Routing > Intercom > Intercom Directory Number Configure an intercom DN range (same value can be specified twice to add a single intercom DN) Select intercom partition Configure intercom description and alterting name Select intercom CSS DN = directory number

28. Step 4: Assign Intercom Directory Number to Phone Phone Configuration Page -> Intercom Line Enter the intercom DN to be applied to the phone intercom line Configuration of intercom DN is loaded after intercom directory number has been entered DN = directory number

29. Step 4: Assign Intercom Directory Number to Phone (Cont.) Configure line appearance of intercom DN. If Speed Dial is entered, pressing intercom phone button creates intercom connection to specified intercom DN (used for point-to-point intercom DN). If no Speed Dial is set, target intercom DN has to be dialed after pressing intercom phone button. DN = directory number

30. Cisco Call Back Receive callback notification when a called party becomes available. Sends Call Back notification to C when A is available again 2 3 C calls A, A is busy C CiscoUnifiedCM 1 A calls B A B

31. Cisco Call Back Configuration Add softkey to the phones softkey template Device > Device Settings > Softkey Template

32. Barge and Privacy

33. Barge and Privacy Overview Barge: Users can add themselves to remotely active calls on shared line. Barge uses built-in conference bridge; cBarge uses shared conference bridge. Privacy: Users can allow or disallow other users on shared line to view call information or to use Barge or cBarge. 2 1 Barge Process Media Media Initiator Target Other Party Shared line • Original two-party call • Initiator barges into the call three-way call: • If initiator hangs up, original call remains active. • If target hangs up, initiator and other party connect point-to-point. • If other party hangs up, original call and barged call are released.

34. Shared Line Appearance • Some directory numbers can be associated with more than one device.

35. Barge Configuration Enable clusterwide (Cisco CallManager Service Parameter) Enable at device level

36. Privacy Configuration Enable clusterwide Enable at device level

37. Privacy Display The Barge key will not appear on the shared line if privacy is enabled. Privacy disabled Privacy enabled

38. User Web Pages

39. User Options Web Page Controllable features vary by phone model Some user-definable settings are: User locale User password Do Not Disturb (On/Off) Call Forward (All, On Busy, On No Answer, On No Coverage) Message Waiting Indicator and Ring settings Line text label Speed dials IP phone services and service buttons Personal address book

40. User Options Web Page: Phone to User Relation The User Options web page allows users to configure their phones. Phones are assigned to user accounts. Authenticated user is able to control the phones assigned. Phones are assigned to user accounts Log in as Alice 1 CiscoUnifiedCM Phone A Phone B User Alice Phone C Phone D User Alice Phone E Phone A Phone F Set Call Forwardon Phone A 2

41. User Options Example Alice accesses https://CUCM101/CCMUser/. She logs in and she selects the phone A. Selects line settings and changes the CFA setting for phone A.

42. IP Phone Services

43. IP Phone Services Cisco Unified IP Phone Services are applications that utilize the web client or server and XML capabilities of the Cisco Unified IP phone Phone service applications provide value-added services by running directly on the user desktop phone Functions of a service application using IP Phone Services are display of data (text and graphics) user input authentication a mix of those functions Common examples for IP Phone Services are stock tickers, meal of the day, Cisco Extension Mobility, internet news readers

44. IP Phone Services The button labeled "Services," or a preconfigured phone button, can be used to access the services menu The Services menu is delivered by the Cisco Unified CM When a service is selected, the phone sends a HTTP request to the configured service URL IP Phone Service Application Server Service Button pressed 1 HTTP Request to Service URL CiscoUnifiedCM 2 1 2 Phone A

45. Cisco IP Phone Services Configuration Steps Choose Device > Device Settings > Phone Services Perform one of the followings tasks: To add an Cisco IP phone service, click the Add New button To update a service, click the name of the Cisco IP Phone Service that you want to update Enter the appropriate settings for the service and save. To apply the changes, update the IP Phone Services Configuration window.

46. Configure IP Phone Services Step 2: Phone Services To add an IP phone service, click the Add New button. To update a service, click the name of the Cisco IP Phone Service that you want to update. Device >Device Settings > Phone Services

47. Configure IP Phone Services Step 3: Phone Services Parameters Service Name – a (meaningful) name for the service ASCII Service Name – name for ASCII-only phone displays Service Description – what the service does Service URL – where the service can be found Device >Device Settings > Phone Services > Login

48. Summary The Cisco Unified Communications Manager provides several predefined user features. Users can also use the BLF to speed dial a Directed Call Park number. The default Hold Reversion timeout is defined in the Cisco Communications Manager Service parameters and is overruled by a setting on the line. Users can use an intercom line only to dial other intercom lines. Barge uses built-in conference bridge; cBarge uses shared conference bridge. The User Options web page enables users to change the Call Forward Busy and No answer for assigned phones. The Cisco IP Phone Services menu is delivered by the Cisco Unified Communications Manager while the service itself comes from an application server.