Cisco Unified Communications Manager (CallManager) Configuration Guide

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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