Table Of Contents

A - B - C - D - E - F - G - H - I - L - M - N - O - P - Q - R - S - T - U - W -

Index

A

AAR

MLPP interaction 13-26

access

restricting with partitions 10-3

access control

MLPP numbering plan

example (figure) 13-20

explained 13-19

precedence patterns

example (figure) 13-20

explained 13-19

ac user

associating with devices and pilot points 16-28

configuring 16-21

alternate party diversion (APD)

example (figure) 13-10

explained 13-9

announcements

blocked precedence 13-18

blocked precedence (figure) 13-18

busy station 13-18

MLPP 13-16

unauthorized precedence 13-17

unauthorized precedence (figure) 13-17

application dial rules

configuring for WebDialer 15-10

Attendant Console

See Cisco Unified CallManager Attendant Console

audio sources

configuring 6-16

creating for MOH 6-9

default MOH sample 6-9

for MOH 6-8

managing for MOH 6-10

multicast 6-10

storing for MOH 6-9

unicast 6-10

auto call pickup 10-2

automated alternate routing (AAR)

MLPP interaction 13-26

B

bandwidth

insufficient with AAR for MLPP 13-26

barge

activating with built-in conference bridge 8-8

configuration checklist (table) 8-9

installing and activating 8-8

interactions and restrictions 8-6

overview 8-1

service parameters 8-10

softkey 8-3

system requirements 8-5

BLF/SpeedDial

buttons 20-19

configuration settings (table) 20-20

configuring 20-19

built-in conference bridge

barge 8-8

C

call display restrictions

configuration checklist (table) 17-5

configuring 17-5

configuring in user device profile 1-18

enabling 17-2

interactions 17-3

introduction 17-1

overview 17-1

sample configurations 17-8

scenarios 17-3

system requirements 17-3

call forward

MLPP interaction 13-24

calling search spaces

Cisco Unified CallManager Assistant

configuration tips 2-18

SUBSCRIBE (for Presence) 20-9, 20-13

call park

configuration checklist (table) 9-6

configuration settings (table) 9-10

configuring 9-6

configuring a number 9-9

deleting a number 9-11

example with MOH 6-5

finding a number 9-7

installing and activating 9-6

interactions 9-4

introduction 9-1

overview 9-1

restrictions 9-6

setting service parameters 9-7

system requirements 9-4

troubleshooting 9-11

usage example 9-2

call pickup group

assigning call pickup group to a directory number 10-14

auto call pickup 10-2

configuration checklist (table) 10-6

configuration settings (table) 10-12

configuring 10-1, 10-11

defining a pickup group for other group call pickup 10-13

deleting 10-13

finding 10-10

installing and activating 10-1

interactions and restrictions 10-4

introducing 10-1

restricting access 10-3

setting the service parameters 10-9

system requirements 10-1, 10-3

using with partitions 10-3

call preservation

with MLPP 13-26

call queuing 16-9

call transfer

MLPP interaction 13-25

call waiting

MLPP interaction 13-25

cBarge

activating with shared conference bridge 8-8

softkey 8-4

CDR

recording for precedence calls 13-24

channel nonpreemptable 13-12

Cisco Call Back

additional information for Cisco Call Back notification with SIP phones 4-6

configuration checklist 4-8

description 4-1

interactions and restrictions 4-5

interactions with Call Forward, iDivert, and Voice-Mail System features 4-6

overview 4-1

setting service parameters 4-10

softkey template 4-9

suspend/resume functionality 4-4

system requirements 4-5

understanding 4-2

Cisco CallManager Attendant Console Server service

service parameters 16-31

understanding 16-10

Cisco CallManager Unified AutoAttendant

configuration checklist (table) 7-5

Cisco CRS engine 7-9

adding Cisco Unified CallManager AutoAttendant 7-16

configuring for Cisco Unified CallManager AutoAttendant 7-9

Cisco Customer Response Platform

components 7-3

Cisco Extension Mobility

adding 1-14

bulk administration tool 1-8

configuration checklist 1-12

configuration example 1-11, 1-12

configuring 1-10

description 1-3

device profiles 1-2

illustrated (figure) 1-3

information for users 1-25

installing 1-10

interaction with Presence 20-9

login call flow 1-6

logout call flow 1-6

overview 1-1

subscribing 1-23

system requirements 1-7

user device profile, associating 1-22

Cisco Unified CallManager

configuring for Cisco Unified CallManager AutoAttendant 7-5

creating user 7-5

MOH servers 6-7

Cisco Unified CallManager Assistant

architecture overview 2-2, 3-2

assistant console dialog options 2-34, 3-24

assistant console interface 2-4, 3-4

assistant interfaces 2-5, 3-5

bulk administration tool 2-7, 3-7

calling search space and partitions

configuration tips 2-18

Cisco Unified IP Phone interface 2-5, 3-4

Cisco Unified IP Phone Services, configuration tips 2-23

configuration checklist for proxy line support (table) 2-11

configuration checklist with shared line support (table) 3-10

configuration wizard for proxy line 2-15

configuring assistant phones

tips 2-25

configuring assistant proxy and incoming intercom lines 2-30

configuring manager and assigning assistant for proxy line 2-27

configuring manager and assigning assistant for shared line 3-17

configuring manager phones

tips 2-24

configuring manager primary and incoming intercom lines 2-27, 3-17

configuring shared and incoming intercom lines for assistant 3-20

database and directory access architecture

understanding 2-5, 3-4

deleting assistant information 2-32, 3-21

deleting manager information 2-29, 3-18

dial rules configuration 2-33, 3-23

extension mobility 2-8, 3-7

installing and activating 2-10, 3-9

installing the assistant console application 2-34, 3-23

IPMASecureSysUser 2-22, 3-14

manager and assistant phone configuration 2-23, 3-14

manager assistant administration interface 2-6, 3-5

manager configuration 2-35, 3-24

manager interfaces 2-5, 3-4

message waiting indicator 2-10

multilevel precedence and preemption 2-9

Multilevel Precedence and Preemption (MLPP) 3-8

phones

configuration tips 2-26, 3-16

providing information to managers and assistants 2-34, 3-23

reporting tools 2-8, 3-7

restrictions 2-10

route point

configuration tips 2-19

security 2-22, 3-14

See Cisco Unified CallManager Assistant

setting service parameters 2-20, 3-12

softkeys 2-6, 3-5

starting the Cisco IP Manager Assistant service 2-23, 3-14

system configuration with proxy line 2-14

system requirements 2-6, 3-6

time-of-day routing 2-9

understanding 2-2, 3-2

updating assistant information 2-32, 3-22

updating manager information 2-29, 3-19

with proxy line support

overview 2-1

with shared line support

overview 3-1

Cisco Unified CallManager Attendant Console

associating devices and pilot points with ac user 16-28

client configuration settings (table) 16-36

configuration checklist 16-16

configuring 16-16

configuring attendant settings 16-36

configuring held icon timers 16-38

CorporateDirectory.txt file

creating and uploading 16-32

deleting 16-33

dependency records 16-39

directory 16-9

hunt groups

configuration settings (table) 16-30

deleting members 16-31

understanding 16-2

viewing members 16-31

installation and activation 16-15

installing 16-34

interactions 16-13

overview 16-1

pilot points

configuration settings 16-24

configuring 16-23

deleting 16-26

finding 16-22

resetting 16-27

understanding 16-2

redundancy 16-11

restrictions 16-14

starting after installing Windows XP SP2 16-35

system requirements 16-12

users

configuration settings 16-20

configuring 16-18

configuring the ac user 16-21

deleting 16-20

finding 16-18

understanding 16-2

Cisco Unified CallManager AutoAttendant 7-5

adding a JTAPI call control group 7-11

adding to Cisco CRS 7-16

choose media types 7-15

Cisco Unified CallManager and the CRS engine 7-4

cluster setup 7-10

components 7-3

configuration (table) 7-5

configuring welcome prompt 7-22

creating user 7-5

customizing 7-20

description 7-1

installation requirements 7-3

installing 7-4

installing or upgrading 7-4

installing the CRS engine 7-3

JTAPI trigger 7-17

managing 7-24

modifying instance 7-20

modifying prompts 7-21

overview 7-2

provisioning Cisco media termination subsystem 7-15

recording welcome prompt 7-21

script 7-2

server setup 7-11

understanding 7-1

uploading spoken name 7-23

Cisco Unified IP Phone Services

Cisco Unified CallManager Assistant

configuration tips 2-23

Cisco WebDialer 15-1

Client Matter Codes

configuration checklist (table) 5-5

configuration settings (table) 5-8

configuring 5-7

CTI, JTAPI, and TAPI usage 5-4

deleting 5-8

described 5-2

enabling for route patterns 5-8

finding 5-6

installation 5-5

interactions 5-3

requirements 5-5

restrictions 5-3

system requirements 5-5

user information 5-13

common network facility preemption

example (figure) 13-13

example with retry timer Trr (figure) 13-14

explained 13-13

CorporateDirectory.txt file

creating and uploading 16-32

deleting 16-33

creating

Cisco Unified CallManager user 7-5

CRS

server setup 7-11

CRS engine

hardware and software requirements 7-3

CTI route points

Cisco Unified CallManager Assistant configuration tips 2-19

Customer Response Solutions

server 7-11

Customer Response Solutions engine

installing and upgrading 7-3

custom phone rings

creating 14-3

customizing files 14-2

introduction 14-1

overview 14-1

PCM file requirements 14-3

D

database

scalability 6-7

dependency records

Cisco Unified CallManager Attendant Console 16-39

device profiles

and Cisco Extension Mobility 1-2

directory

Cisco Unified CallManager Attendant Console, understanding 16-9

directory number

assigning a call pickup group 10-14

directory server settings, Cisco Unified CallManager AutoAttendant 7-10

domain

identifier for MLPP 13-6

E

enterprise parameters

MLPP 13-30

Presence 20-13

external call transfer restrictions

block offnet to offnet transfer service parameter 19-7

call classification service parameter 19-7

configuration checklist (table) 19-6

gateway configuration 19-7

installing and activating 19-5

interactions 19-5

overview 19-1

restrictions 19-5

route pattern configuration 19-8

service parameters 19-7

system requirements 19-4

trunk configuration 19-8

F

features

barge 8-1

call display restrictions 17-1

call park 9-1

Cisco Extension Mobility

bulk administration tool 1-8

Cisco Unified CallManager Assistant

assistant console interface 2-4, 3-4

assistant interfaces 2-5, 3-5

bulk administration tool 2-7, 3-7

calling search space and partitions 2-18

Cisco Unified IP Phone interface 2-5, 3-4

Cisco Unified IP Phone Services 2-23

configuration checklist for proxy line support (table) 2-11

extension mobility 2-8, 3-7

manager assistant administration interface 2-6, 3-5

manager interfaces 2-5, 3-4

message waiting indicator 2-10

multilevel precedence and preemption 2-9

Multilevel Precedence and Preemption (MLLP) 3-8

phones 2-26, 3-16

reporting tools 2-8, 3-7

route point 2-19

softkeys 2-6, 3-5

time-of-day routing 2-9

understanding 2-2, 3-2

understanding architecture 2-2, 3-2

understanding database and directory access architecture 2-5, 3-4

external call transfer restrictions 19-1

immediate divert 11-1

Malicious Call ID (MCID) 12-1

Multilevel Precedence and Preemption (MLPP)

using with Cisco Unified CallManager Assistant 3-8

Presence 20-1, 20-2

privacy 8-1

QRT 18-1

WebDialer 15-1

file format

Ringlist.xml 14-2

fixed audio source

configuration settings (table) 6-23

configuring 6-21, 6-22

deleting 6-22

Forced Authorization Codes

configuration checklist (table) 5-5

configuration settings (table) 5-11

configuring 5-10

CTI, JTAPI, and TAPI usage 5-4

deleting 5-11

described 5-2

enabling for route patterns 5-12

finding 5-9

installation 5-5

interactions 5-3

requirements 5-5

restrictions 5-3

system requirements 5-5

user information 5-13

G

group call pickup

configuration settings (table) 10-12

H

held icon timers, configuring 16-38

hunt groups

broadcast, understanding 16-8

circular, understanding 16-6

configuration settings (table) 16-30

configuring 16-28

deleting members 16-31

linked, understanding 16-5

understanding 16-2

viewing members 16-31

I

immediate divert

configuration checklist (table) 11-7

installing and activating 11-7

interactions 11-5

more information 11-8

overview 11-1

restrictions 11-6

setting service parameters 11-8

system requirements 11-2

using 11-4

indication enabled 13-7

insufficient bandwidth

AAR for MLPP 13-26

L

lines

interaction with MLPP 13-24

login call flow

Cisco Extension Mobility 1-6

logout call flow

Cisco Extension Mobility 1-6

M

malicious call ID

adding a softkey template 12-6

configuration checklist (table) 12-5

configuring alarms 12-6

explained

giving MCID to users 12-7

installing 12-4

interactions 12-3

overview 12-1

removing MCID feature 12-7

restrictions 12-4

services 12-1

setting service parameters 12-5

system requirements 12-2

troubleshooting 12-8

using feature with Cisco Unified CallManager 12-2

feature code 12-2

Malicious Call Identification (MCID), see malicious call ID

MCGP

and MLPP 13-26

MLPP

activating 13-28

announcements

blocked precedence 13-18

blocked precedence (figure) 13-18

busy station 13-18

explained 13-16

unauthorized precedence 13-17

unauthorized precedence (figure) 13-17

automated alternate routing (AAR) 13-26

call forward 13-24

call preservation 13-26

call transfer 13-25

call waiting 13-25

CDR recording 13-24

configuration checklist (table) 13-29

described 13-1

domain 13-6

enterprise parameters 13-30

hierarchical configuration 13-23

indication 13-7

installing 13-28

interactions 13-26, 13-27

introducing 13-1

line feature interaction 13-24

MGCP 13-26

numbering plan

example (figure) 13-20

explained 13-19

precedence

alternate party diversion (APD) 13-9

alternate party diversion example (figure) 13-10

call setup 13-8

explained 13-3

patterns 13-7

precedence patterns

example (figure) 13-20

explained 13-19

preemption

common network facility 13-13

common network facility example (figure) 13-13

common network facility example with retry timer Trr (figure) 13-14

details 13-11

enabled 13-10, 13-11

explained 13-6

receiving 13-10

user access 13-11

user access channel nonpreemptable 13-12

user access example (figure) 13-12

PRI 13-26

restrictions 13-26, 13-27

service parameter 13-23

shared lines 13-25

terminology 13-2

trunk selection

example (figure) 13-22

explained 13-21

modifying files 14-2

MOH

audio files

deleting 6-30

displaying 6-28

managing 6-28

uploading 6-29

audio sources 6-16

configuration settings (table) 6-19

configuring 6-18

deleting 6-19

explained 6-8

finding 6-17

call park example 6-5

characteristics 6-3

configuration checklist (table) 6-14

configuring 6-23

creating audio sources 6-9

database scalability 6-7

default MOH sample 6-9

definitions 6-2

described 6-1

failover and fallback 6-13

features

database requirements 6-7

database scalability 6-7

manageability 6-7

MOH servers 6-5

server manageability 6-6

server redundancy 6-6

server scalability 6-6

fixed audio source 6-21

configuration settings (table) 6-23

configuring 6-22

deleting 6-22

functionality 6-4

list of topics 6-1

managing audio sources 6-10

monitoring performance

overview (table) 6-15

service states 6-16

requirements and limits 6-12

server configuration settings (table) 6-26

servers

characteristics 6-5

configuring 6-24

database requirements 6-7

explained 6-8

finding 6-23

manageability 6-6

perfmon counters 6-15

redundancy 6-6

resetting 6-25

scalability 6-6

storing audio sources 6-9

supported features 6-5

transfer hold example 6-5

understanding 6-1

user hold example 6-5

multicast

audio sources for MOH 6-10

configuration checklist (table) 6-12

explained 6-10

multilevel precedence and preemption

activating 13-28

announcements

blocked precedence 13-18

blocked precedence (figure) 13-18

busy station 13-18

explained 13-16

unauthorized precedence 13-17

unauthorized precedence (figure) 13-17

automated alternate routing (AAR) 13-26

call forward 13-24

call preservation 13-26

call transfer 13-25

call waiting 13-25

CDR recording 13-24

configuration checklist (table) 13-29

described 13-1

domain 13-6

enterprise parameters 13-30

hierarchical configuration 13-23

indication 13-7

installing 13-28

interactions 13-26, 13-27

introducing 13-1

line feature interaction 13-24

MGCP 13-26

numbering plan

example (figure) 13-20

explained 13-19

precedence

alternate party diversion (APD) 13-9

alternate party diversion example (figure) 13-10

call setup 13-8

explained 13-3

patterns 13-7

precedence patterns

example (figure) 13-20

explained 13-19

preemption

common network facility 13-13

common network facility example (figure) 13-13

common network facility example with retry timer Trr (figure) 13-14

details 13-11

enabled 13-10, 13-11

explained 13-6

receiving 13-10

user access 13-11

user access channel nonpreemptable 13-12

user access example (figure) 13-12

restrictions 13-26, 13-27

service parameter 13-23

shared lines 13-25

terminology 13-2

trunk selection

example (figure) 13-22

explained 13-21

Multilevel Precedence and Preemption (MLPP)

using with Cisco Unified CallManager Assistant

restrictions 3-9

music on hold (MOH)

audio sources 6-8

call park example 6-5

characteristics 6-3

configuration checklist (table) 6-14

creating audio sources 6-9

default MOH sample 6-9

definitions 6-2

described 6-1

failover and fallback 6-13

functionality 6-4

list of topics 6-1

managing audio sources 6-10

monitoring performance

overview (table) 6-15

service states 6-16

requirements and limits 6-12

servers

characteristics 6-5

database requirements 6-7

explained 6-8

manageability 6-6

perfmon counters 6-15

redundancy 6-6

scalability 6-6

storing audio sources 6-9

supported features 6-5

transfer hold example 6-5

understanding 6-1

user hold example 6-5

N

nonpreemptable user access channel 13-12

numbering plan

MLPP (figure) 13-20

MLPP access control 13-19

O

other call pickup

configuration checklist (table) 10-8

P

parameters, service

CDR 12-5

partitions

restricting access 10-3

using call pickup 10-3

partition support

overview 15-10

PCM file requirements

for custom ring types 14-3

perfmon counters

counter descriptions (table) 6-16

using to view MOH servers 6-15

phones

custom rings

creating 14-1, 14-3

overview 14-1

PCM file requirements 14-3

interaction with Presence 20-3

pilot points

associating with the ac user 16-28

configuration settings 16-24

configuring 16-23

deleting 16-26

finding 16-22

resetting 16-27

understanding 16-2

precedence

alternate party diversion (APD)

example (figure) 13-10

explained 13-9

blocked 13-18

blocked (figure) 13-18

busy station 13-18

call setup 13-8

CDR recording 13-24

explained 13-3

patterns

access control 13-19

MLPP (figure) 13-20

setup 13-7

unauthorized 13-17

unauthorized (figure) 13-17

preemption

common network facility 13-13

common network facility example (figure) 13-13

common network facility example with retry timer Trr (figure) 13-14

details 13-11

enabled 13-10, 13-11

explained 13-6

receiving 13-10

user access 13-11

user access channel nonpreemptable 13-12

user access example (figure) 13-12

Presence

authorization 20-7

BLF/SpeedDial

configuration settings (table) 20-20

configuring 20-19

BLF/SpeedDial buttons

configuring 20-19

configuration checklist (table) 20-11

feature interactions and restrictions 20-10

groups 20-5

applying 20-17

configuration example 20-5

configuration settings (table) 20-16

interaction examples 20-7

interaction with Cisco Extension Mobility 20-9

interaction with phones and trunks 20-3

interaction with route lists 20-4

more information 20-21

overview 20-1, 20-2

request

examples 20-3, 20-4

SUBSCRIBE calling search space 20-9, 20-13

tips for presence group and presence authorization 20-18

PRI

and MLPP 13-26

privacy

activating 8-8

configuration checklist (table) 8-10

installing and activating 8-8

interactions and restrictions 8-6

overview 8-1

service parameters 8-10

system requirements 8-5

prompts, Cisco Unified CallManager AutoAttendant 7-21

proxy user

creating for WebDialer 15-11

Q

QRT

adding softkey template to phones 18-20

Cisco Extended Functions service 18-5

configuration checklist 18-16

configuring 18-15

creating softkey template 18-16

description 18-2

extended menu choices 18-9

installing 18-14

interactions and restrictions 18-14

IP phone support 18-5

overview 18-1

problem categories and reason codes 18-10

QRT reports 18-26

securing signaling connections 18-7

serviceability features 18-21

setting service parameters 18-24

system requirements 18-5

user interface 18-8

using 18-8

using the QRT Viewer 18-26

Quality Report Tool (QRT) 18-1

R

redirector servlet

configuring 15-10

redundancy

Cisco Unified CallManager Attendant Console 16-11

MOH servers 6-6

WebDialer 15-2

requirements

Cisco Call Back 4-5

Cisco Extension Mobility 1-7

retry timer Trr example (figure) 13-14

Ringlist.xml file format 14-2

route list

interaction with Presence 20-4

S

security

Cisco Unified CallManager Assistant 2-22, 3-14

IPMASecureSysUser 2-22, 3-14

Presence authorization 20-7

service parameters

barge 8-10

CDR 12-5

external call transfer restrictions 19-7

MLPP 13-23

Presence 20-13

privacy 8-10

WebDialer 15-6

services

Cisco Extension Mobility, adding 1-14

shared conference bridge

cBarge 8-8

shared lines

MLPP interaction 13-25

softkey

barge 8-3

cBarge 8-4

templates for MCID 12-6

spoken name, uploading 7-23

standard Cisco Unified CallManager end users group

adding users for WebDialer 15-11

T

templates, softkey

MCID 12-6

trace settings

WebDialer 15-13

transfer

external call transfer restrictions 19-1

transfer hold, example with MOH 6-5

Trr retry timer preemption example (figure) 13-14

trunks

interaction with Presence 20-3

selection for MLPP

example (figure) 13-22

explained 13-21

U

unicast

audio sources for MOH 6-10

explained 6-10

user

creating Cisco Unified CallManager 7-5

user hold, example with MOH 6-5

users

Cisco Unified CallManager Attendant Console

configuring 16-18

understanding 16-2

W

WebDialer

adding users to standard Cisco Unified CallManager end users group 15-11

configuration checklist (table) 15-5

configuring application dial rules 15-10

configuring Webdialer servlet 15-6

creating a proxy user 15-11

installing and activating 15-4

interactions and restrictions 15-3

overview 15-1

redirector servlet 15-2

redundancy 15-2

service parameters 15-6

servlet

configuring 15-6

described 15-1

system requirements 15-3

trace settings 15-13