-
Cisco Unified CallManager Features and Services Guide, Release 5.0(1)
-
Index
-
Preface
-
Cisco CallManager Extension Mobility
-
Cisco IP Manager Assistant With Proxy Line Support
-
Cisco IP Manager Assistant With Shared Line Support
-
Cisco Call Back
-
Client Matter Codes and Forced Authorization Codes
-
Music On Hold
-
Cisco CallManager AutoAttendant
-
Barge and Privacy
-
Call Park
-
Call Pickup Group
-
Immediate Divert
-
Malicious Call Identification
-
Multilevel Precedence and Preemption
-
Custom Phone Rings
-
Cisco WebDialer
-
Cisco CallManager Attendant Console
-
Call Display Restrictions
-
Quality Report Tool
-
External Call Transfer Restrictions
-
Presence
-
Feedback
Table Of Contents
Understanding How Cisco Call Back Works
Suspend/Resume Functionality for Call Back
System Requirements for Cisco Call Back
Additional Information on Cisco Call Back Notification with SIP Phones
Feature Interactions with Call Forward, iDivert, and Voice-Messaging System Features
Installing and Configuring Cisco Call Back
Configuration Checklist for Cisco Call Back
Creating a Softkey Template for the CallBack Softkey
Configuring CallBack Softkey Template in Device Pool
Adding CallBack Softkey Template in Phone Configuration
Setting Cisco Call Back Service Parameters
Providing Cisco Call Back Information to Users
Troubleshooting Cisco Call Back
Cisco Call Back
This chapter provides information on the following topics:
•
Understanding How Cisco Call Back Works
•
•
•
•
•
•
•
Introducing Cisco Call Back
The Cisco Call Back feature allows you to receive call-back notification on your Cisco IP Phone when a called party line becomes available. You can activate call back for a destination phone that is within the same Cisco CallManager cluster as your phone or on a remote PINX over QSIG trunks or QSIG-enabled intercluster trunks.
To receive call-back notification, a user presses the CallBack softkey while receiving a busy or ringback tone. A user can also activate call back during reorder tone, which is triggered when the no answer timer expires.
The following sections provide information on the Cisco Call Back feature:
•
•
•
•
Understanding How Cisco Call Back Works
The following examples describe how Cisco Call Back works after an unavailable phone becomes available:
•
•
Note
Cisco Call Back only supports spaces and digits 0 through 9 for the name or number of the calling or called party. To work with Cisco Call Back, the name or number of the calling or called party cannot contain # or * (pound sign or asterisk).
Note
Example: User A calls user B, who is not available
User A calls user B, who exists either in the same Cisco CallManager cluster as user A or in a different cluster. Because user B is busy or does not reply, user A activates the Call Back feature by using the Callback softkey. The following call back activation message displays on the phone of user A:
CallBack is activated on <DN of User B> Press Cancel to deactivatePress Exit to quit this screenUser A presses the Exit softkey.
After user B becomes available (phone becomes on hook after busy or completes an off-hook and on-hook cycle from idle), user A receives an audio alert, and the following message displays on the phone of User A:
<DN of User B> has become availableTime HH:MM MM/DD/YYYYPress Dial to callPress Cancel to deactivatePress Exit to quit this screenUser A presses the Exit softkey and then goes off hook and dials the DN of User B. User B answers the call. User A and User B go on hook.
When User A presses the Callback softkey, the following message displays on the phone of User A:
<DN of User B> has become availableTime HH:MM MM/DD/YYYYPress Dial to callPress Cancel to deactivatePress Exit to quit this screen
Note
Example: User A calls user B, who configured Call Forward No Answer (CFNA) to user C before call back activation occurs
The following scenario applies to Call Forward No Answer.
The call from user A gets forwarded to user C because Call Forward No Answer is configured for user B. User A uses call back to contact user C if user C is not busy; if user C is busy, user A contacts user B.
When user B or user C becomes available (on hook), user A receives an audio alert, and a message displays on user A phone that states that the user is available.
Example: User A calls user B, who configures call forwarding to user C after user A activates call back
The following scenarios support Call Forward All, Call Forward Busy, and Call Forward No Answer.
•
•
–
–
Tip
Example: User A and user C call user B at the same time
User A and user C call user B at the same time, and user A and user C activate call back because user B is unavailable. A call back activation message displays on the phones of user A and user C.
When user B becomes available, both user A and user C receive an audio alert, and a message displays on both phones that states that user B is available. The user, that is, user A or user C, that presses the Dial softkey first connects to user B.
Suspend/Resume Functionality for Call Back
Cisco Call Back provides the ability of the system to suspend the call completion service if the user, who originated Cisco Call Back, is currently busy and receives call-back notification when the called party becomes available. When the originating user then becomes available, the call completion service resumes for that user.
After the originating user (User A) activates the Cisco Call Back feature, and then becomes busy when the called party (User B) becomes available, the originating PINX sends out a Suspend Callback APDU message indicating to the peer to suspend monitoring of User B until User A becomes available again. When User A becomes available, the originating PINX sends the Resume APDU message for the terminating side to start monitoring User B again.
Note
The following example describes how the Suspend/Resume feature works:
Example: User A is busy when User B becomes available
User A calls user B, who exists either in the same Cisco CallManager cluster as user A or in a different cluster. Because user B is busy or does not reply, user A activates the Call Back feature by using the Callback softkey. The following call back activation message displays on the phone of user A:
CallBack is activated on <DN of User B> Press Cancel to deactivatePress Exit to quit this screenUser A presses the Exit softkey.
User A has a busy trigger set to 1.
User A becomes busy. User B then becomes available.
User A does not receive an audio alert and does not receive a call-back notification screen on the display.
The originating side (User A) sends a Suspend Callback APDU message to the terminating side (User B).
User A becomes available. The originating side sends a Resume Callback APDU message to the terminating side. This causes monitoring of User B to resume.
When User B becomes available, User A receives an audio alert and a Callback notification screen displays.
System Requirements for Cisco Call Back
Cisco Call Back requires the following software components:
•
•
•
•
•
•
Interactions and Restrictions
Note
Cisco IP Phone models 7970, 7960, 7940, 7912, 7905 and Cisco Communicator support Cisco Call Back with the CallBack softkey (can be calling and called phone). You can use call back with some Cisco-provided applications, such as Cisco IP Manager Assistant (IPMA).
Note
You can call the following devices and can have call back activated on them:
•
•
•
•
•
•
•
Tip
If you forward all calls to voice-messaging system, you cannot activate call back.
Additional Information on Cisco Call Back Notification with SIP Phones
The way that call back notification works on the SIP 7960 and 7940 phones differs from the SCCP phone models. The Cisco SIP Phone models 7960 and 7940 do not support call back notification for on-hook/off-hook states. The only way that Cisco CallManager would know when a line on a SIP 7960 or 7940 phone becomes available is by monitoring an incoming SIP INVITE message that Cisco CallManager receives from the phone. After the phone sends SIP INVITE to Cisco CallManager and the phone goes on hook, Cisco CallManager will be able to send an audio and call back notification screen the SIP 7960/7940 user.
Feature Interactions with Call Forward, iDivert, and Voice-Messaging System Features
The following call states describe the expected behaviors, for the calling party, that occur when Cisco CallManager Call Back interacts with the Call Forward, iDivert, and voice-messaging system features.
When a called party (Phone B) either forwards an incoming call using Forward All, Forward Busy, or Forward No Answer; or diverts a call using iDivert; to a voice-messaging system, the calling party (Phone A) can enter one of the following states with respect to the call back feature:
•
•
•
•
For more information refer to the following sections:
•
Installing and Configuring Cisco Call Back
Cisco Call Back automatically installs when you install Cisco CallManager. After you install Cisco CallManager, you must configure Cisco Call Back in Cisco CallManager Administration, so phone users can use the Cisco Call Back feature.
For successful configuration of the Cisco Call Back feature, review the steps in the configuration checklist, perform the configuration requirements, and activate the Cisco CallManager service. The following sections provide detailed configuration information:
•
•
•
•
•
Configuration Checklist for Cisco Call Back
Table 4-1 shows the steps for configuring the Cisco Call Back feature.
Table 4-1 Cisco Call Back Configuration Checklist
Step 1
If phone users want the softkeys and messages to display in a language other than English, or if you want the user to receive country-specific tones for calls, verify that you installed the locale installer.
Cisco IP Telephony Locale Installer documentation
Step 2
In Cisco CallManager Administration, create a copy of the Standard User softkey template and add the CallBack softkey to the following states:
•
•
•
Step 3
In Cisco CallManager Administration, add the new softkey template to the device pool.
Step 4
In the Phone Configuration window, perform one of the following tasks:
•
•
Step 5
In the Phone Configuration window, verify that the correct user locale is configured for the Cisco IP Phone(s).
End User Configuration Settings, Cisco CallManager Administration Guide
Phone Configuration Settings, Cisco CallManager Administration Guide
Cisco IP Telephony Locale Installer documentation
Step 6
If you do not want to use the default settings, configure the Cisco Call Back service parameters.
Step 7
Verify that the Cisco CallManager service is activated in Cisco CallManager Serviceability.
Cisco CallManager Serviceability Administration Guide
Creating a Softkey Template for the CallBack Softkey
Perform the following procedure to create a new softkey template with the CallBack softkey.
Procedure
Step 1
The Softkey Template Configuration window displays.
Step 2
Step 3
The Softkey Template Configuration window displays with new information.
Step 4
Step 5
The Softkey Template Configuration redisplays with new information.
Step 6
The Softkey Layout Configuration window displays. You must add the CallBack softkey to the On Hook, Ring Out, and Connected Transfer call states.
Step 7
The Softkey Layout Configuration window redisplays with the Unselected Softkeys and Selected Softkeys lists.
Step 8
Step 9
Step 10
The Softkey Layout Configuration window redisplays with the Unselected Softkeys and Selected Softkeys lists.
Step 11
Step 12
Step 13
Step 14
Step 15
Step 16
Configuring CallBack Softkey Template in Device Pool
Perform the following procedure to add the Call Back softkey template to the device pool. You can add the template to the default device pool if you want all users to have access to the CallBack softkey, or you can create a customized device pool for Call Back feature users.
Procedure
Step 1
The Find and List Device Pool window displays.
Step 2
Step 3
Step 4
A dialog box displays with a message to press Reset to update the device pool settings.
Adding CallBack Softkey Template in Phone Configuration
Perform the following procedure to add the Call Back softkey template to each user phone.
Procedure
Step 1
The Find and List Phones window displays.
Step 2
Step 3
•
•
Step 4
A dialog box displays with a message to press Reset to update the phone settings.
Setting Cisco Call Back Service Parameters
You configure Cisco Call Back service parameters by accessing Service > Service Parameters in Cisco CallManager Administration; choose the server where the Cisco CallManager service runs and then choose the Cisco CallManager service.
Unless instructed otherwise by the Cisco Technical Assistance Center, Cisco recommends that you use the default service parameters settings. Cisco Call Back includes service parameters such as Callback Enabled Flag, Callback Audio Notification File Name, Connection Proposal Type, Connection Response Type, Call Back Request Protection T1 Timer, Callback Recall T3 Timer, Callback Calling Search Space, No Path Preservation, and Set Private Numbering Plan for Callback. For information on these parameters, click the question mark button that displays in the upper corner of the Service Parameter window.
Providing Cisco Call Back Information to Users
The Cisco IP Phone Models 7960 and 7940 User Guide provides procedures for how to use the Call Back feature on the Cisco IP Phone. Use this guide in conjunction with the question mark button help that displays on the phone.
Troubleshooting Cisco Call Back
Use the Cisco CallManager Serviceability Trace Configuration and Real-Time Monitoring Tool to help troubleshoot call back problems. Refer to the Cisco CallManager Serviceability Administration Guide.
Additional Information
See the "Related Topics" section.
Related Topics
•
•
•
•
•
•
•
•
•
•
•
•
