Cisco Unified Communications Manager Version 14 Configuration Guide

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Feature Configuration Guide for Cisco Unified Communications
Manager, Release 14
First Published: 2019-08-27
Last Modified: 2021-03-31
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CONTENTS
Getting Started 45
PART I
Feature Configuration Overview 1
CHAPTER 1
About the Feature Configuration Guide 1
Generate a Phone Feature List 1
Configuration Tools 3
CHAPTER 2
About the Feature Configuration Guide 3
Configuration Tools Overview 3
Cisco Unified Communications Manager Administration 3
Log In to Cisco Unified CM Administration 4
Cisco Unified Communications Manager Serviceability 4
Log into Cisco Unified Communications Manager Serviceability 5
Generate a Phone Feature List 5
Remote Worker Features 7
PART II
Cisco Unified Mobility 9
CHAPTER 3
Cisco Unified Mobility Overview 9
Mobility Features 10
Cisco Unified Mobility Prerequisites 11
Cisco Unified Mobility Configuration Task Flow 12
Configure a Mobility User 13
Configure Mobility Users through Bulk Administration 14
Provision Mobility Users Through LDAP 14
Configure Mobility for IP Phones 15
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Configure Softkey Template for Mobility 16
Enable Mobility within Feature Control Policy 17
Configure IP Phone for Mobility 18
Configure a Remote Destination Profile 18
Configure a Remote Destination 19
Configure an Access List 20
Configure Mobile Voice Access 20
Activate the Cisco Unified Mobile Voice Access Service 22
Enable Mobile Voice Access 22
Configure Directory Number for Mobile Voice Access 23
Restart Cisco CallManager Service 23
Configure an Existing H.323 or SIP Gateway for Remote Access 24
Configure a New H.323 Gateway for Remote Access 25
Configure Enterprise Feature Access 27
Configure Intelligent Session Control 28
Configure Mobility Service Parameters 29
Configure Cisco Jabber Dual-Mode 29
Configure Other Dual-Mode Devices 30
Configure a Mobility Profile 31
Add a Dual-Mode Device for Cisco Jabber 31
Dual-Mode Device Configuration Fields 32
Add Other Dual-Mode Device 33
Configure a Mobility Identity 34
Configure Handoff Number 34
Cisco Unified Mobility Call Flow 35
FMC Over SIP Trunks Without Smart Client 35
Hunt Group Login and Logout for Carrier-Integrated Mobile Devices 36
Cisco Unified Mobility Interactions 37
Cisco Unified Mobility Restrictions 38
Cisco Unified Mobility Troubleshooting 42
Cannot Resume Call on Desktop Phone 42
Device Mobility 43
CHAPTER 4
Device Mobility Overview 43
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Device Pool Assignment 45
Device Mobility Groups Operations Summary 46
Device Mobility Prerequisites 47
Device Mobility Configuration Task Flow 48
Enable Device Mobility Clusterwide 48
Enable Device Mobility for Individual Devices 49
Configure a Physical Location 49
Configure a Device Mobility Group 50
Configure a Device Pool for Device Mobility 50
Configure Device Mobility Information 51
View Roaming Device Pool Parameters 51
Device Mobility Interactions 52
Device Mobility Restrictions 53
Extend and Connect 55
CHAPTER 5
Extend and Connect Overview 55
Extend and Connect Prerequisites 56
Extend and Connect Configuration Task Flow 56
Configure User Account 56
Add User Permissions 57
Create CTI Remote Devices 58
Add Directory Number to a Device 58
Add Remote Destination 59
Verify Remote Destination 60
Associate User with Device 60
CTI Remote Device (CTIRD) Call Flows 61
Extend and Connect Interactions 62
Extend and Connect Restrictions 63
Remote Worker Emergency Calling 65
CHAPTER 6
Remote Worker Emergency Calling Overview 65
Remote Worker Emergency Calling Prerequisites 65
Remote Worker Emergency Calling Configuration Task Flow 66
Configure User As a Remote Worker 66
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Specify Alternate Routing for Emergency Calling 67
Configure the Application Server 67
Configure E911 Messages 67
Configure Mobile and Remote Access 69
CHAPTER 7
Mobile and Remote Access Overview 69
Mobile and Remote Access Prerequisites 71
Mobile and Remote Access Configuration Task Flow 72
Activate Cisco AXL Web Service 73
Configure Maximum Session BitRate for Video 73
Configure a Device Pool for Mobile and Remote Access 74
Configure ICE 74
Configure Phone Security Profile for Mobile and Remote Access 75
Configure Mobile and Remote Access Access Policy for Cisco Jabber Users 76
Configure Users for Mobile and Remote Access 77
Configure Endpoints for Mobile and Remote Access 77
Configure Cisco Expressway for Mobile and Remote Access 77
MRA Failover with Lightweight Keepalives 77
Remote Network Access 79
PART III
Wireless LAN 81
CHAPTER 8
Wireless LAN Overview 81
Wireless LAN Configuration Task Flow 81
Configure a Network Access Profile 82
Configure a Wireless LAN Profile 82
Configure a Wireless LAN Profile Group 82
Link a Wireless LAN Profile Group to a Device or Device Pool 83
Link a Wireless LAN Profile Group to a Device 83
Link a Wireless LAN Profile Group to a Device Pool 83
VPN Client 85
CHAPTER 9
VPN Client Overview 85
VPN Client Prerequisites 85
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VPN Client Configuration Task Flow 85
Complete Cisco IOS Prerequisites 87
Configure Cisco IOS SSL VPN to Support IP Phones 87
Complete ASA Prerequisites for AnyConnect 89
Configure ASA for VPN Client on IP Phone 89
Upload VPN Concentrator Certificates 91
Configure VPN Gateway 92
VPN Gateway Fields for VPN Client 92
Configure VPN Group 93
VPN Group Fields for VPN Client 93
Configure VPN Profile 94
VPN Profile Fields for VPN Client 94
Configure VPN Feature Parameters 95
VPN Feature Parameters 96
Add VPN Details to Common Phone Profile 97
Licensing 99
PART IV
Licensing 101
CHAPTER 10
Licensing 101
Unified Communications Manager Licensing 102
License Compliance 103
User Only Licensing 104
Device Only 104
User and Device 104
Maximum Number of Devices Per User 111
TelePresence Room License 111
Version Independent Licensing 111
License Substitution 112
Licensing Scenarios 112
Adding Users 112
Adding Unassociated Devices 112
Adding Users with Associated Devices 113
Number of Devices Per User 114
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License Usage Report 114
Cisco Unified Reporting 115
Monitoring and Recording 117
PART V
Silent Monitoring 119
CHAPTER 11
Silent Monitoring Overview 119
Silent Monitoring Prerequisites 120
Configure Silent Monitoring Task Flow 120
Enable Built in Bridge for Phones Clusterwide 121
Enable Built in Bridge for a Phone 121
Enable Monitoring Privileges for Supervisor 122
Assign a Monitoring Calling Search Space 122
Configure Silent Monitoring Notification Tones 123
Configure Secure Silent Monitoring 123
Configure an Encrypted Phone Security Profile 123
Assign Security Profile to Phone 124
Configure Silent Monitoring for Unified Contact Center Express 124
Silent Monitoring Interactions 125
Silent Monitoring Restrictions 126
Recording 127
CHAPTER 12
Recording Overview 127
Multi-Fork Recording 128
Recording Media Source Selection 129
Recording Prerequisites 130
Recording Configuration Task Flow 131
Create a Recording Profile 131
Configure SIP Profile for Recording 132
Configure SIP Trunks for Recording 132
Configure Route Pattern for Recording 133
Configure Agent Phone Line for Recording 133
Enable Built in Bridge for Cluster 134
Enable Built in Bridge for a Phone 134
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Enable Gateway for Recording 135
Configure Recording Notification Tones 135
Configure a Record Feature Button 136
Configure a Phone Button Template for Recording 136
Associate a Phone Button Template with a Phone 137
Configure a Record Softkey 137
Configure a Softkey Template for Recording 138
Associate a Softkey Template with a Phone 138
Associate a Softkey Template with a Common Device Configuration 139
Recording Call Flow Examples 140
Recording Interactions and Restrictions 140
Call Center Features 143
PART VI
Agent Greeting 145
CHAPTER 13
Agent Greeting Overview 145
Agent Greeting Prerequisites 145
Agent Greeting Configuration Task Flow 145
Configure Built In Bridge 147
Agent Greeting Troubleshooting 147
Auto-Attendant 149
CHAPTER 14
Auto-Attendant Overview 149
Cisco Unity Connection Configuration 150
Cisco Unity Connection Configuration Task Flow 150
Configure CTI Route Point 151
Configure Auto-Attendant System Call Handler 152
Configure Caller Input Option 152
Configure Extension for Operator Call Handler 153
Modify Standard Call Transfer Rule for Operator 153
Update Default System Transfer Restriction Table 153
Cisco Unity Connection Auto-Attendant Troubleshooting 154
Cisco Unified CCX Configuration 154
Cisco Unified CCX Prerequisites 154
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Cisco Unified CCX Auto-Attendant Task Flow 154
Cisco Unified CCX Auto-Attendant Troubleshooting 156
Cisco Unity Express Configuration 156
Cisco Unity Express Auto-Attendant Troubleshooting 156
Manager Assistant 157
CHAPTER 15
Cisco Unified Communications Manager Assistant Overview 157
Manager Assistant Shared Line Overview 158
Manager Assistant Proxy Line Overview 159
Manager Assistant Prerequisites 159
Manager Assistant Task Flow for Proxy Lines 159
Run the Cisco Unified CM Assistant Configuration Wizard 160
Manager Assistant Service Parameters for Proxy Line 162
Configure Manager And Assign Assistant For Proxy Line 167
Configure Assistant Line Appearances for Proxy Line 169
Manager Assistant Task Flow for Shared Lines 170
Configure Partitions for Manager Assistant Shared Line Support 171
Partition Name Guidelines for Manager Assistant Shared Line Support 172
Configure Calling Search Spaces for Manager Assistant Shared Line Support 172
Configure Cisco IP Manager Assistant Service Parameters 173
Configure Intercom Settings 173
Configure an Intercom Partition 174
Configure an Intercom Calling Search Space 174
Configure an Intercom Directory Number 175
Configure an Intercom Translation Pattern 175
Configure Multiple Manager Assistant Pool 176
Configure Secure TLS Connection to CTI for Manager Assistant 176
Configure IPMASecureSysUser Application User 177
Configure CAPF Profile 177
Configure Cisco WebDialer Web Service 179
Configure CTI Route Point 180
Configure IP Phone Services for Manager and Assistant 180
Cisco IP Phone Services Configuration Fields 180
Configure Phone Button Templates for Manager, Assistant, and Everyone 183
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Configure a Phone Button Template for Manager Assistant 184
Associate a Manager Assistant Button Template with a Phone 184
Configure Manager and Assign Assistant for Shared Line Mode 185
Configure Assistant Line Appearances for Shared Line 186
Install Assistant Console Plugin 187
Manager Assistant Interactions 188
Manager Assistant Restrictions 190
Cisco Unified Communications Manager Assistant Troubleshooting 191
Calling Party Gets Reorder Tone 192
Calls Do Not Get Routed When Filtering Is On or Off 193
Cisco IP Manager Assistant Service Unreachable 193
Cannot Initialize Cisco IP Manager Assistant Service 195
Assistant Console Installation from Web Fails 195
HTTP Status 503—This Application Is Not Currently Available 195
Manager Is Logged Out While the Service Is Still Running 196
Manager Cannot Intercept Calls That Are Ringing on the Assistant Proxy Line 196
No Page Found Error 197
System Error - Contact System Administrator 197
Unable to Call Manager When Cisco IP Manager Assistant Service is Down 198
User Authentication Fails 199
Voice Messaging Features 201
PART VII
Audible Message Waiting Indicator 203
CHAPTER 16
Audible Message Waiting Indicator Overview 203
Audible Message Waiting Indicator Prerequisites 203
Audible Message Waiting Indicator Configuration Task Flow 203
Configure Audible Message Waiting Indicator Service Parameters 204
Configure Audible Message Waiting Indicator for a Directory Number 204
Configure Audible Message Waiting Indicator for a SIP Profile 205
Audible Message Waiting Indicator Troubleshooting 205
Audible Message Waiting Indicator Is Not Heard on the Phone 205
Localized AMWI Tone Is Not Played in a Specific Locale 206
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Immediate Divert 207
CHAPTER 17
Immediate Divert Overview 207
Immediate Divert Prerequisites 208
Immediate Divert Configuration Task Flow 208
Configure Immediate Divert Service Parameters 209
Configure a Softkey Template for Immediate Divert 210
Associate a Softkey Template with a Common Device Configuration 211
Add a Softkey Template to the Common Device Configuration 212
Associate a Common Device Configuration with a Phone 212
Associate a Softkey Template with a Phone 213
Immediate Divert Interactions 213
Immediate Divert Restrictions 214
Immediate Divert Troubleshooting 216
Key is not active 216
Temporary Failure 216
Busy 216
Conferencing Features 217
PART VIII
Ad Hoc Conferencing 219
CHAPTER 18
Ad Hoc Conferencing Overview 219
Ad Hoc Conferencing Task Flow 219
Configure Softkey Template for Conferencing 220
Associate Softkey Template Common Device 221
Add a Softkey Template to a Common Device Configuration 222
Associate a Common Device Configuration with a Phone 223
Associate a Softkey Template with a Phone 223
Configure Ad Hoc Conferencing 223
Ad Hoc Conferencing Service Parameters 224
Configure Join Across Lines 226
Conference Interactions 227
Conference Restrictions 227
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Meet-Me Conferencing 231
CHAPTER 19
Meet-Me Conferencing Overview 231
Meet-Me Conferencing Task Flow 231
Configure a Softkey Template for Meet-Me Conferencing 232
Associate a Softkey Template with a Common Device Configuration 233
Add a Softkey Template to a Common Device Configuration 233
Associate a Common Device Configuration with a Phone 234
Associate a Softkey Template with a Phone 234
Configure a Meet-Me Conferencing Number 235
Meet-Me Number and Pattern Settings 235
Meet-Me Conferencing Restrictions 236
Conference Now 237
CHAPTER 20
Conference Now Overview 237
Conference Now Prerequisites 237
Activate Cisco IP Voice Media Streaming 238
Configure Conference Now Settings 238
Enable Conference Now for User 239
Enable Conference Now via LDAP 239
Conference Now Interactions 240
Conference Now Restrictions 241
Placing Calls 243
PART IX
Call Back 245
CHAPTER 21
Call Back Overview 245
Call Back Prerequisites 245
Call Back Configuration Task Flow 246
Configure Softkey Template for CallBack 247
Associate CallBack Softkey Template with a Common Device Configuration 248
Associate CallBack Softkey Template with Phone 249
Configure CallBack Button 250
Configure Phone Button Template for Call Back 250
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Associate a Button Template with a Phone 251
Call Back Interactions 251
Call Back Restrictions 252
Call Back Troubleshooting 253
Unplug/Reset Phone After Pressing CallBack Softkey but Before CallBack Occurs 253
Caller Misses to View Availability Notification Before Phone Reset 253
Call Back Error Messages 253
CallBack Is Not Active 254
CallBack Is Already Active 254
CallBack Cannot Be Activated 254
Key Not Active 255
Hotline 257
CHAPTER 22
Hotline Overview 257
System Requirements for Hotline 258
Hotline Configuration Task Flow 258
Create Custom Softkey Template 258
Configure Hotline on Phones 259
Configure Route Class Signaling Task Flow 260
Enable Route Class Signaling in the Cluster 260
Enable Route Class Signaling on Trunks 261
Enable Route Class Signaling on Gateways 261
Configure Signaling Labels for the Hotline Route Class 262
Configure the Route Class on Hotline Route Patterns 263
Configure the Route Class on Hotline Translation Patterns 263
Configure Hotline to Call Only or Receive Only Task Flow 264
Configure Partitions for Hotline Call Only Receive Only 264
Configure Calling Search Space for Hotline Call Only Receive Only 264
Configure Call Only on Hotline Phone 265
Configure Receive Only on Hotline Phone 265
Configure Call Screening with a Calling Search Space 266
Configure Partitions for Hotline Call Screening 266
Create Calling Search Space for Hotline Call Screening 267
Configure Hotline Phones for Call Screening 268
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Hotline Troubleshooting 268
Speed Dial and Abbreviated Dial 271
CHAPTER 23
Speed Dial and Abbreviated Dial Overview 271
Programming Speed Dials with Pauses 271
Speed Dial and Abbreviated Dial Configuration Task Flow 272
Configure Speed Dial and Abbreviated Dial 272
WebDialer 275
CHAPTER 24
WebDialer Overview 275
WebDialer Prerequisites 275
WebDialer Configuration Task Flow 275
Activate WebDialer 277
Enable WebDialer Tracing 277
Configure WebDialer Servlet 278
Configure Redirector Servlet 278
Configure WebDialer Application Server 279
Configure Secure TLS Connection to CTI 279
Configure WDSecureSysUser Application User 280
Configure CAPF Profile 280
Configure Cisco IP Manager Assistant 283
Configure Language Locale for WebDialer 283
Configure WebDialer Alarms 283
Configure Application Dial Rules 284
Add Users to Standard CCM End User Group 285
Configure Proxy User 285
Add a WebDialer End User 286
Assign Authentication Proxy Rights 286
WebDialer Interactions 286
WebDialer Restrictions 287
WebDialer Troubleshooting 287
Authentication Error 287
Service Temporarily Unavailable 288
Directory Service Down 288
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Cisco CTIManager Down 288
Session Expired, Please Login Again 289
User Not Logged In on Any Device 289
Failed to Open Device/Line 290
Destination Not Reachable 290
Paging 291
CHAPTER 25
Paging Overview 291
InformaCast Basic Paging 291
InformaCast Advanced Notification 291
InformaCast Mobile 292
Paging Prerequisites 292
Cisco Unified Communications Manager Configuration for Basic Paging Task Flow 293
Configure SNMP for Paging 294
Enable SNMP Service 294
Create an InformaCast SNMP Community String 295
Configure Region for Paging 295
Set Default Codec to G.711 295
Configure a Device Pool for Paging 296
Configure Partitions and Calling Search Spaces for Paging 296
Configure Route Partition for InformaCast Paging 297
Configure Calling Search Space for InformaCast Paging 297
Configure CTI Ports for Paging 298
Configure Access Control Group with AXL Access 298
Configure Application User for Paging 299
Enable Web Access for a Phone 300
Enable Web Access for Common Phone Profile 300
Enable Web Access for Enterprise Phone Configuration 301
Configure Authentication URL 301
Set Authentication URL 301
Reset Your Phones 302
Test Your Phones 302
Advanced Notification Paging Configuration Task Flow 303
Install the InformaCast Virtual Appliance 303
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Configure Connection to InformaCast 305
Configure Panic Button 306
Configure CallAware Emergency Call Alerting 308
Paging Interactions 309
Advanced Notification Paging Interactions 310
Intercom 311
CHAPTER 26
Intercom Overview 311
Intercom and Default Devices 311
Intercom Prerequisites 312
Intercom Configuration Task Flow 312
Configure Intercom Partition 312
Configure an Intercom Calling Search Space 313
Configure an Intercom Translation Pattern 314
Configure an Intercom Directory Number 314
Intercom Line and Speed Dial Configuration 315
Intercom Interactions 315
Intercom Restrictions 317
Intercom Troubleshooting 318
Busy Tone When Dialing Out of Intercom Line 318
Intercom Calls cannot use Talkback with Speaker, Handset or Headset 318
Troubleshooting SCCP 318
Intercom Lines Not Showing Up on Phone 318
Intercom Lines Not Showing Up When Phone Falls Back to SRST 319
Troubleshooting SIP 319
Debug Phones That Are Running SIP 319
Configuration of Phones That Are Running SIP 319
Cisco Extension Mobility User Is Logged In But Intercom Line Does Not Display 319
Intercom Line Fails to Display on Phone 320
Receiving Calls 321
PART X
Prime Line Support 323
CHAPTER 27
Prime Line Support Overview 323
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Prime Line Support Prerequisites 323
Prime Line Support Configuration Task Flow 323
Configure Clusterwide Prime Line Support 324
Configure Prime Line Support for Devices 325
Prime Line Support Interactions 325
Prime Line Support Troubleshooting 326
Prime Line Support Does Not Work When Set To True 326
Unable To Answer Inbound Calls 326
Inbound Calls Are Answered Automatically 326
Call Forwarding 327
CHAPTER 28
Call Forwarding Overview 327
Call Forward All, Including CFA Loop Prevention and CFA Loop Breakout 328
Call Forwarding Configuration Task Flow 329
Configure Partitions for Call Forwarding 329
Partition Name Guidelines for Call Forwarding 330
Configure Calling Search Space for Call Forwarding 331
Configure Call Forwarding when Hunt List is Exhausted or Hunt Timer Expires 332
Hunt Call Treatment Fields for Call Forwarding 332
Configure Call Forward No Bandwidth 334
Directory Number Configuration Fields for Call Forwarding 334
Configure Call Forward Alternate Destination 335
MLPP Alternate Party And Confidential Access Level Settings Fields for Call Forwarding 336
Configure Other Call Forwarding Types 336
Call Forwarding Fields 337
Enable Destination Override for Call Forwarding 345
Call Forwarding Interactions 345
Call Forwarding Restrictions 349
Call Pickup 351
CHAPTER 29
Call Pickup Overview 351
Group Call Pickup Overview 351
Other Group Pickup Overview 351
Directed Call Pickup Overview 352
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BLF Call Pickup Overview 352
Call Pickup Configuration Task Flow 353
Configure a Call Pickup Group 355
Assign a Call Pickup Group to Directory Numbers 355
Configure Partitions for Call Pickup 356
Configure Calling Search Space 357
Assign a Call Pickup Group to Hunt Pilots 358
Configure Call Pickup Notification 358
Configure Call Pickup Notification for a Call Pickup Group 359
Configure Call Pickup Notification for a Directory Number 360
Configure BLF Call Pickup Notification 360
Configure Directed Call Pickup 362
Configure a Time Period 362
Configure Time Schedule 362
Associate a Time Schedule with a Partition 362
Configure Automatic Call Answering 363
Configure Auto Call Pickup 363
Configure BLF Auto Pickup 364
Configure Call Pickup Phone Buttons 364
Configure Call Pickup Phone Button Template 365
Associate Call Pickup Button Template with Phone 365
Configure BLF Speed Dial Number for the BLF Call Pickup Initiator 366
Configure Softkeys for Call Pickup 366
Configure a Softkey Template for Call Pickup 367
Associate a Softkey Template with a Common Device Configuration 368
Associate a Softkey Template with a Phone 369
Call Pickup Interactions 370
Call Pickup Restrictions 370
Call Park and Directed Call 373
CHAPTER 30
Call Park Overview 373
Call Park Prerequisites 374
Call Park Configuration Task Flow 374
Configure Clusterwide Call Park 375
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Configure a Partition for Call Park 376
Configure a Call Park Number 377
Call Park Configuration Fields 378
Configure a Softkey Template for Call Park 379
Associate a Softkey Template with a Common Device Configuration 380
Add a Softkey Template to a Common Device Configuration 380
Associate a Common Device Configuration with a Phone 381
Associate a Softkey with a Phone 381
Configure Call Park Button 382
Configure a Phone Button Template for Call Park 382
Associate a Button Template with a Phone 382
Configure Park Monitoring 383
Configure Park Monitoring System Timers 383
Configure Park Monitoring for Hunt Pilots 384
Configure Park Monitoring for a Directory Number 385
Configure Park Monitoring via Universal Line Template 386
Call Park Interactions 388
Call Park Restrictions 389
Troubleshooting Call Park 389
User Cannot Park Calls 389
Call Park Number is Not Displayed Long Enough 390
Directed Call Park Overview 390
Directed Call Park Prerequisites 390
Directed Call Park Configuration Task Flow 390
Configure ClusterWide Directed Call Park 391
Configure a Directed Call Park Number 391
Directed Call Park Configuration Settings 392
Configure BLF/Directed Call Park Buttons 393
BLF/Directed Call Park Configuration Fields 393
Synchronize Directed Call Park with Affected Devices 394
Directed Call Park Interactions 394
Directed Call Park Restrictions 396
Troubleshooting Directed Call Park 396
User Cannot Retrieve Parked Calls 396
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Cisco Unified Communications Manager Version 14 Configuration Guide

Category
Software
Type
Configuration Guide
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