Basic IP Phone Features

Cisco CallManager software extends enterprise telephony features and capabilities to packet telephony network devices, such as Cisco IP Phones, media-processing devices, voice over IP (VoIP) gateways, and multimedia applications. Four basic IP phone features do not require configuration in Cisco CallManager and are activated when the user presses a softkey on the IP phone:

• Hold Places an active call on hold. Hold requires no configuration, unless you want to use music on hold (MoH). When you put a call on hold, the call remains active even though you and the other party cannot hear one another. You can answer other calls while a call is on hold. Engaging the hold feature generates music or a beeping tone (called "tone on hold").
• Redial Redials the last number dialed. To redial the most recently dialed number, press the Redial softkey. Doing so without lifting the handset activates the speakerphone or headset. To redial a number from a line other than your primary line, select the desired line button and then press Redial.
• Transfer Transfers an active call to another directory number (DN) through use of the Transf softkey. This can be a blind transfer, where the call is cut over directly to another extension, or a consultative transfer, where a temporary ad hoc conference call is created to allow all parties to speak before a transfer occurs.
• Call Waiting Lets users receive a second incoming call on the same line without disconnecting the first call. When the second call arrives, the user receives a brief call waiting indicator tone.

Speed Dial and Abbreviated Dial Configuration

Speed dialing provides quick access to frequently dialed numbers. Abbreviated dialing, introduced in Cisco CallManager Release 4.0, extends speed dial functionality by enabling a user to configure up to 99 speed dial entries on a telephone. When a user lifts the handset, the AbbrDial softkey appears. The user can access any speed dial entry by entering the appropriate index, either one or two digits, followed by pressing the AbbrDial softkey.

You can configure speed dials or abbreviated dials in Cisco CallManager Administration. You can access this configuration by clicking Device > Phone, selecting the phone you want to configure, and clicking the Add/Update Speed Dials link in the upper-right corner. A window similar to that shown in Figure 16-1 opens. Configure abbreviated dials just as you would configure speed dials. Users (or administrators) can configure speed dials from the User Options web page (https:///ccmuser).

Figure 16-1. Configuring IP Phone Speed Dials

 

Auto Answer Configuration

Auto Answer is a feature that causes the speakerphone or headset to go off hook automatically when an incoming call is received. You can program this feature on a telephone-by-telephone basis. To configure Auto Answer, choose the device that you want to enable, and then choose Auto Answer under the Directory Number Settings. A window appears similar to that shown in Figure 16-2. You can choose Auto Answer Off, Auto Answer with Headset, or Auto Answer with Speakerphone. Using the Auto Answer with Headset feature works well for support desks because it delays the call by one second and plays a tone in the ear of the user with the headset to notify them of an incoming call.

Figure 16-2. Configuring Auto Answer

 

Call Forward and Configurable Call Forward Display Configuration

Call forwarding allows an administrator or user to configure a Cisco IP Phone so that all calls that are destined for that IP phone ring at another telephone or go directly to voice mail. To access the call forwarding options, choose Device > Phone, then select a phone and select a line to display the call forwarding parameters shown in Figure 16-3.

Figure 16-3. Configuring Call Forwarding

The call forwarding options are as follows:

• Forward All The settings in this row of fields specify the forwarding treatment for calls to this DN if the DN is set to forward all calls. Specify the following values:

  - Voice Mail Check this check box to use settings in the Voice Mail Profile Configuration window. When this check box is checked, Cisco CallManager ignores the settings in the Coverage/Destination and Calling Search Space fields.
   

  - Coverage/Destination This setting indicates the DN to which all calls are forwarded. Use any dialable phone number, including an outside destination.
   

  - Calling Search Space This setting allows you to specify different calling restrictions for call forwarding. Otherwise, the same calling restrictions applied in the IP phone calling search space also apply to call forwarding.
   

• Other call forwarding settings Starting with Cisco CallManager Release 4.1, the administrator can specify different call forwarding treatment based on whether the caller is external or internal for no answer, busy, and no coverage conditions.

  Note

  Call Forward Busy, Call Forward No Answer, and Call Forward No Coverage for external and internal calls and the interaction of the No Coverage option is covered in detail in Chapter 12, "Configuring Hunt Groups and Call Coverage."

• Configurable call forwarding display Starting with Cisco CallManager Release 4.0, the administrator can configure call forwarding information display options to the original dialed number, to the redirected dialed number, or to both (these settings are not shown in Figure 16-3). You can enable or disable the caller name or caller number and present this information to the display of the forwarded party. The display option is configured for each line appearance.

Softkey Templates