Your Cisco IPC Express system is fully operational after the completion of Step 6 for all basic features. However, you probably want to configure numerous additional Cisco CME call processing features to better tailor the system to your business needs. The next sections describe configuring the following:
Configuring Phone and User Features
In this section, you configure several phone and user-related features:
Caller ID Name Display
Caller ID is the name associated with the calling party's extension when a call is ringing on an IP phone. To customize this field, set the Name field on the ephone-dn, as shown in Example 15-25. The calling name appears only on IP phone-to-IP phone calls.
Example 15-25. Customizing the Caller ID Name
cme-3725#show running-config ephone-dn 1 dual-line number 2001 secondary 2225552001 name Alice ! ephone-dn 2 dual-line number 2002 secondary 2225552002 name Aaron
Phone Name Display
The top line of an idle IP phone display can show the name of the extension or the phone's owner. To show a name in this field, set the Description field on the ephone-dn, as shown in Example 15-26. Note that top-line display customization is supported only on Cisco 7960 and 7940 IP Phones.
Example 15-26. Customizing the Phone Name
cme-3725#show running-config ephone-dn 1 dual-line number 2001 secondary 2225552001 description Alice Davidson
Phone Button Label Customization
The IP phone displays the extension configured on each button next to the button. For example, on Alice's phone, 2001 is displayed by default next to button 1. To customize this display to a different string, set the Label field on the ephone-dn, as shown in Example 15-27.
Example 15-27. Customizing the Button Display
cme-3725#show running-config ephone-dn 1 dual-line number 2001 secondary 2225552001 label Alice
A shared line is an extension that appears on multiple phones. There are different ways of defining shared lines, depending on the operation you want.
To define a shared line that rings on several phones simultaneously, define a single ephone-dn, and place it as a button appearance on multiple phones.
Another way to define a shared line is to have the extensions ring in succession. For example, assume that two employees, Anne (2004) and Alan (2005), work in your office as receptionists. Reception is extension 2060. Anne is the main receptionist, and Alan fills in for Anne while she is not at her desk.
Example 15-28 shows how to configure this. Two ephone-dns are defined with the same extension number (2060). The first has no huntstop configured, and the second has preference 1. A call to extension 2060 is first routed to ephone-dn 6, which appears on button 1 of Anne's phone. If Anne (ephone-dn 6) is busy, the call is routed to Alan's phone (ephone-dn 7 on button 1 of ephone 5). If Alan (ephone-dn 7) is also busy, the calling party hears busy tone. Note that preference 0 is the default configuration on an ephone-dn and does not show in the CLI.
Example 15-28. Configuring Reception as a Shared Line
cme-3725#show running-config ephone-dn 6 number 2060 label Reception name Reception no huntstop ! ephone-dn 7 number 2060 label Reception name Reception preference 1 ! ephone 4 mac-address 0003.AAAA.0004 button 1:6 ! ephone 5 mac-address 0003.AAAA.0005 button 1:7
The hunt group feature redirects incoming calls to a hunt pilot number on busy or no answer from one ephone-dn to another based on a list defined in the ephone-hunt group. The calling party's number is displayed on IP phones with Cisco CME 3.2 or later. There are three types of hunt groups:
Site B has two employees (User2 at extension 3002 and User3 at 3003) who take customer service calls. The number called internally for customer service is 3050 and 444.555.3050 from the PSTN. To distribute calls equitably across the two employees, a longest-idle hunt group is defined as shown in Example 15-29.
Example 15-29. Configuring a Hunt Group for Customer Service
cme-2691#show running-config ephone-hunt 1 longest-idle pilot 3050 secondary 4445553050 list 3002, 3003 final 3105
The final destination is defined as the voice mail pilot number (3105) so that a caller can leave a message if neither of the customer service employees is available. User2 and User3 are members of a customer service group defined on Cisco UE. A general delivery mailbox (GDM) is associated with extension 3050, as shown in Figure 15-13.
Figure 15-13. GDM for Customer Service
A local directory of names and phone numbers is automatically built using the Name and Number fields under the ephone-dn configuration, as shown in Example 15-30. You can configure the local directory to show directory information in first name, last name format or last name, first name format. Phones have to be reset for directory changes to take effect.
The directory command does not automatically reorder names entered under the ephone-dn. If you change the directory format, you also have to manually change all the names under the ephone-dns to match the directory format.
Example 15-30. Local Directory
cme-3725#show running-config telephony-service directory last-name-first ! ephone-dn 1 dual-line number 2001 secondary 2225552001 name Alice Davidson ! ephone-dn 2 dual-line number 2002 secondary 2225552002 name Aaron Wilkins
You may define a number of speed-dial buttons for each IP phone, limited by the number of buttons supported on the phone. This configuration is shown in Example 15-31. If more speed-dial buttons are configured than the number of available buttons on the phone, the extra speed-dial configurations are ignored. If speed dials are mapped to buttons with DNs assigned, speed-dial configurations are ignored. Speed dials cannot appear between buttons with DNs assigned. For example, on a Cisco 7960 IP Phone with six buttons, if button 1 and button 6 have an ephone-dn defined, the entire speed-dial configuration is ignored, even if buttons 2 to 5 are unassigned.
You can configure up to four speed-dial buttons on a Cisco 7960G IP Phone. The following example shows speed dials on buttons 2 and 3.
Example 15-31. Speed Dials
cme-3725#show running-config ephone 1 mac-address 0003.6BAA.D1F8 speed-dial 1 2005 label "Alan" speed-dial 2 3050 label "Customer Svc" type 7960 button 1:1
Local Speed Dial
To work around the number of speed-dial entries limited by the number of buttons per phone, you may create a speeddial.xml file, as shown in Example 15-32 to list all the speed-dial entries. The local speed-dial Cisco CME feature provides a system-wide list of frequently called numbers (up to 32) accessible from the directory button on the phone.
Example 15-32. Speed-Dial XML File
Speed Dials Record 1 to 2 of 2 Directory Assistance 95551212 Your friends at Cisco 4085264000
After you have created the XML file, place the speeddial.xml file in the Cisco CME router's Flash memory by using the copy tftp flash command:
Router(config)#copy tftp://ip address/speeddial.xml flash:speeddial.xml
The local speed-dial menu appears when you select Local Speed Dial from the phone's Directory menu.
Personal Speed Dial
The Personal Speed Dial feature adds personal speed-dial entries, on a per-phone basis, to the system-wide speed-dial directory (discussed in the preceding section).
You create personal speed-dial entries by using the fastdial command under an ephone definition, as shown in Example 15-33. Phone users access personal speed-dial numbers through the Directories > Local Services > Personal Speed Dial menu. Personal speed-dial numbers appear in the order in which they are entered into the configuration.
The fastdial command is supported only on the Cisco 7940 and 7960 IP Phones.
Example 15-33. Personal Speed Dials
cme-3725#show running-config ephone 2 username "awilkins" mac-address 0003.6BAA.D362 fastdial 1 3001 name User1 fastdial 2 3002 name User2 fastdial 3 2001 name Alice fastdial 4 2005 name Alan speed-dial 1 2004 label "Anne" type 7960 button 1:2
Cisco CME supports country-specific language displays and call progress tones for IP phones. All phones on a Cisco CME system must use the same language settings. You can't configure multiple languages on a single CME router. The default language is set to English/U.S. Example 15-34 shows how to configure a system for Italian. (Both Sites A and B in the sample configuration are configured for U.S. English.)
Example 15-34. Localization
router#show running-config telephony-service user-locale IT network-locale IT reset all
Up to Cisco CME release 3.1, the first available line is automatically selected to make or answer a call on an IP phone. Since release 3.1, Cisco CME supports four different modes for selecting the line to answer on an incoming call or to select an extension (by pressing a button) to make an outgoing call:
You can find details on these modes in the Cisco CME Command Reference on Cisco.com.
For most of the phones at Site A and Site B, the default (autoline) is sufficient. The exception is the two receptionists, where you want incoming calls to select a line automatically, but you want outgoing calls to explicitly press a button (choosing between their own extension or the receptionist's extension) before making the call. Example 15-35 shows this configuration for Anne's phone.
Example 15-35. Autoline Selection
router#show running-config ephone 4 mac-address 0003.AAAA.0004 auto-line incoming button 1:6 2:4
IP Phone Softkey Customization
You can change or disable the display order of softkeys on the Cisco 7960, 7940, 7905, and 7912 IP Phones using the ephone-template command. The template can specify softkey order settings for phone states including alerting, connected, idle, and seized, as shown in Example 15-36. You must restart an IP phone to make the changes in the template take effect. You can define up to five templates.
Example 15-36. Softkey Customization
cme-3725#show running-config ephone-template 1 softkeys idle Redial Pickup Dnd Login Gpickup softkeys seized Pickup Redial Endcall Gpickup ! ephone 1 ephone-template 1
Direct FXO Trunk Line Select
Cisco CME can automatically seize an FXO trunk line when you press a line button or lift the handset. This allows you to hear stutter dial tone from the central office (CO) when you lift the handset if you get voice mail service from your PSTN provider. The destination-pattern configured in the trunk's dial peer must match the trunk code defined on the ephone-dn.
Aaron, at extension 2002, is the manager at your Site A office, and you want him to have direct access to a CO line for emergency 911 access. Button 2 on his phone should be labeled "911." When pressed, this button must select dial tone directly from the CO for outside dialing. The configuration shown in Example 15-37 achieves this by making an automatic connection between button 2 on Aaron's phone and the second FXO line (port 2/0/1) on the Cisco CME system. When Aaron goes off-hook on button 2, his phone gets dial tone from the CO. The following things happen behind the scenes:
Example 15-37. FXO Line Select
cme-3725#show running-config voice-port 2/0/1 ! dial-peer voice 1004 pots destination-pattern 911 port 2/0/1 forward-digits all ! ephone-dn 10 number 2999 label 911 trunk 911 timeout 5 ! ephone 2 type 7960 button 1:2 2:10
To overcome the button limitation on certain phone types and to support more extensions on a phone, you can use overlay DNs to associate multiple ephone-dns to a single button on a phone. That way the phone can receive calls to multiple extensions on the same button.
As the manager of Site A, Aaron has a special extension (2020) where you can reach him directly, but other employees in the office do not know this number. Because he seldom receives calls on this number, Aaron does not want to dedicate a button on this phone just for this number. Instead, he wants these calls to come in on button 1, where his regular calls to extension 2002 also ring. Example 15-38 shows this configuration using overlay DNs.
Example 15-38. Overlay DN
cme-3725#show running-config ephone-dn 30 number 2020 ! ephone 2 button 1o2,30 2:10 3:21
Configuring System Features
In this section, you configure several general system features:
Music on Hold
The music on hold (MOH) feature supports the .au and .wav file formats. MOH applies only to G.711 intersite VoIP calls and PSTN calls. All other calls, including local calls between Cisco CME phones on the same system, hear tone on hold.
A sample MOH file, music-on-hold.au, is included in Cisco CME as a .zip or .tar file. It also can be downloaded from the Cisco.com Software Center. You normally download the MOH file to a TFTP server in the network, and then copy the file into Flash from the Cisco CME system CLI by using the following:
copy tftp://ip address/music-on-hold.au flash:
where ip address is the TFTP server's address. Be sure to enter n when prompted to erase Flash. Example 15-39 shows the content of the Flash and the configuration necessary to enable MOH.
Example 15-39. Enabling MOH
cme-3725#show flash -#- --length-- -----date/time------ path ... 11 496521 Apr 02 2002 11:27:06 -08:00 music-on-hold.au cme-3725#show running-config telephony-service moh music-on-hold.au
On-Hold Call Notification
The on-hold call notification feature sends an audible notification on Cisco CME phones to alert the user that a call is on hold. This feature is typically used when multiple lines are configured and the user might forget that a call on a secondary line is still on hold. Three types of on-hold notifications can be configured:
Example 15-40 shows a configuration of an on-hold call notification on Ashley's phone (extension 2003).
Example 15-40. On-Hold Call Notification
cme-3725#show running-config ephone-dn 3 dual-line number 2003 secondary 2225552003 hold-alert 15 originator
The interdigit timeout specifies how many seconds the system waits between the initial and subsequent digit presses on the phone keypad when a caller dials a call. This is shown in Example 15-41. If the timeout expires before the destination is identified, a fast-busy is given, and the call ends.
Example 15-41. Interdigit Timeout
cme-3725#show running-config telephony-service timeouts interdigit 20
The initial timeout, which specifies how many seconds Cisco CME waits before the caller enters the initial digit, cannot be configured and is set to 10 seconds. Phones have to be reset to make the configuration take effect.
The intercom feature allows one-way, autoanswer voice connections. Specially configured speed-dial buttons allow a call to be placed to the selected extension. On the destination phone, the call is automatically answered in speakerphone mode with mute enabled. To respond to the intercom call and open two-way voice, the recipient can deactivate the mute button (or, in the case of a Cisco 7910 IP Phone, lift the handset). Intercom lines cannot be used in shared-line configurations. There are three types of intercom features:
At Site A, Alice is Aaron's assistant. Their phones must be linked via the intercom feature so that Alice can announce a visitor's arrival to Aaron, or Aaron can easily ask Alice something without having to dial a call. The configuration shown in Example 15-42 builds a dedicated intercom facility between button 3 on each of the two phones.
Example 15-42. Intercom
cme-3725#show running-config ephone-dn 20 number A2222 name Intercom from Alice intercom A2223 ! ephone-dn 21 number A2223 name Intercom from Aaron intercom A2222 ! ephone 1 button 1:1 3:20 ! ephone 2 button 1:2 2:10 3:21
The paging feature operates in a similar fashion to intercom, but it provides only one-way voice broadcast. Only idle phones receive paging announcements. Paging defines an extension that can be called to broadcast an audio page to a group of idle Cisco CME phones participating in the paging group.
The paging mechanism uses audio distribution using IP Multicast, replicated unicast, and a mixture of both. Therefore, multicast is used where possible, and unicast is allowed on specific phones that cannot be reached through multicast.
The recommended configuration of paging groups is to use a multicast address. If multicast is not configured, IP phones are paged individually using IP Unicast (to a maximum of ten IP phones). When multiple paging extensions are configured, each extension must use a unique IP Multicast address.
At Site A, you want to configure paging to all five employees' phones so that they can make announcements to the entire office staff by dialing extension 2010. This configuration is shown in Example 15-43.
Example 15-43. Paging
cme-3725#show running-config ephone-dn 25 number 2010 name All Office paging ip 18.104.22.168 port 2000 ! ephone 1 paging-dn 25
You may define how long a phone can ring with no answer before returning disconnect tone to the caller. This timeout is used only for extensions that do not have call-forward-no-answer (CFNA) configured. The ringing timeout, shown here, keeps calls from ringing forever over interfaces such as FXO that do not have forward-disconnect supervision:
telephony-service timeouts ringing 120
After you answer a call, you may press the call park softkey on the phone to park a call to one of the following two types of park slots:
The phone display shows where the call is parked so that you, or another employee, may pick up the call again. You can create a call park slot reserved for use by one extension by assigning that slot a number whose last two digits are the same as the last two digits of the extension number. When an extension starts to park a call, the system first searches for a call park slot that shares the same final two digits as the extension. If no such call park slot is found, the system then chooses any other available call park slot.
Example 15-44 defines a park slot for each of the five extensions at Site A so that each employee has a dedicated park slot. Note that in the call park ephone-dns 101, 102 to 105 map to ephone-dns 1, 2 to 5 that have extensions with the same last two digits 01, 02 to 05. Each park slot 101, 102 to 105 is reserved for use by ephone-dns 1, 2 to 5, respectively.
Example 15-44. Call Park
cme-3725#show running-config ephone-dn 1 number 2001 ephone-dn 2 number 2002 ephone-dn 3 number 2003 ephone-dn 4 number 2004 ephone-dn 5 number 2005 ephone-dn 101 number 7401 park-slot timeout 30 limit 10 ! ephone-dn 102 number 7402 park-slot timeout 30 limit 10 ! ephone-dn 103 number 7403 park-slot timeout 30 limit 10 ! ephone-dn 104 number 7404 park-slot timeout 30 limit 10 ! ephone-dn 105 number 7405 park-slot timeout 30 limit 10
To pick up a call from the same phone where the call was parked, simply press the pickup softkey and dial *. To pick up the call from any other phone, press the pickup softkey, and dial the extension of the call park slot shown on the phone display.
Time and Date Format
Cisco CME phones use time and date information from the router, which in turn is set up using NTP. You can customize the format in which the date and time are shown as follows:
telephony-service time-format 24 date-format dd-mm-yy
Configuring Conference Call, Call Transfer, and Call Forward
In this section, you configure several call transfer and conference-related features:
G.711 conferencing is the default operation on Cisco CME and requires no configuration. All parties in a conference call must use either the G.711 µ-law codec or G.711 a-law codec. No other codec is supported for conferencing. G.729A endpoints can be supported via transcoding to G.711. Conferencing requires at least two lines configured on the phone initiating the conference. The dual-line configuration entered on the extensions in the earlier section "Defining Extensions" is sufficient to enable conferencing.
Cisco CME also supports conference cascading so that up to a maximum of eight or 16 conference sessions can be supported based on the platform you are using. The maximum number of G.711 conferences supported by Cisco CME varies by platform. If you want to adjust the maximum number of conference sessions, you may use the following CLI:
telephony-service max-conferences 8
Call transfer was discussed in Chapter 5, "Cisco CME Call Processing Features." The various releases of Cisco CME have different functionality with respect to the transfer operation. As of Cisco CME 3.2, the following methods of transfer are supported:
Example 15-45 shows Site A set up for full-consult transfers between Sites A and B. If transfers to PSTN destinations must also be allowed, you must also define transfer patterns matching PSTN dial plan patterns.
Example 15-45. Call Transfer
cme-3725#show running-config telephony-service transfer-system full-consult transfer-pattern 3... transfer-pattern 2...
Cisco CME allows you to configure a transfer mode for each ephone-dn to override the global transfer mode set for all phones.
Transferring an incoming PSTN call to another PSTN destination can cause FXO ports to remain connected after both call parties disconnect. For you to avoid this problem, your PSTN provider must support one of the following disconnect methods on analog lines:
You can configure forwarding calls using the call-forward busy, call-forward noan, or call-forward-all commands for an ephone-dn. Cisco CME can forward calls using either a proprietary method or an H.450.3 standard method. If a forward-pattern is configured, as shown here, calls from the pattern (such as 2001, the calling number, not the called number) are forwarded using H.450.3, and all other calling parties are forwarded using the Cisco CME-proprietary forwarding method:
telephony-services forward-pattern 2...
Call Forward All Restrictions
You may restrict the maximum number of digits that can be entered by using the cfwdall softkey, as shown in Example 15-46. Note that call forward restrictions apply only to destinations entered from the phone keypad, not to destinations entered using the CLI or GUI.
Example 15-46. Call Forward Restrictions
cme-3725#show running-config ephone-dn 1 dual-line number 2001 secondary 2225552001 call-forward max-length 4 ! ephone-dn 2 dual-line number 2002 secondary 2225552002 call-forward max-length 8
In this section, you configure the following features used to enable applications:
The Idle URL feature lets you access a URL, and display its content on idle IP phones. As a general rule, the Idle URL page should be hosted on an external web server. Cisco CME does not support the Idle URL for files stored in router Flash. Use the configuration shown in Example 15-47 to turn on this feature.
Example 15-47. Idle URL
cme-3725#show running-config telephony-service url idle http://22.214.171.124/idle.asp
Each Cisco CME system allows you to configure a single URL for services hosted from a separate server:
telephony-service url services http://10.10.10.4/CCMUser/123456/urltest.xml
However, the referenced service page urltest.xml can itself contain multiple URLs pointing to other services. Example 15-48 shows a sample urltest.xml file.
Example 15-48. XML Services
cme-3725#show running-config Services Select an option App1 http://10.10.10.4/CCMUser/123456/app.asp1 App2 http://10.10.10.4/CCMUser/123456/app2.asp
Step 8 Interconnecting Multiple Cisco IPC Express Systems
Part I: Cisco IP Communications Express Overview
Introducing Cisco IPC Express
Building a Cisco IPC Express Network
Cisco IPC Express Architecture Overview
Part II: Feature Operation and Applications
Cisco IP Phone Options
Cisco CME Call Processing Features
Cisco CME PSTN Connectivity Options
Connecting Multiple Cisco CMEs with VoIP
Integrating Cisco CME with Cisco CallManager
Cisco IPC Express Automated Attendant Options
Cisco IPC Express Integrated Voice Mail
Cisco CME External Voice Mail Options
Additional External Applications with Cisco CME
Part III: Administration and Management
Cisco IPC Express General Administration and Initial System Setup
Configuring and Managing Cisco IPC Express Systems
Cisco IPC Express System Configuration Example
Part IV: Maintenance and Troubleshooting
Troubleshooting Basic Cisco IPC Express Features
Troubleshooting Advanced Cisco CME Features
Troubleshooting Cisco CME Network Integration
Troubleshooting Cisco UE System Features
Troubleshooting Cisco UE Automated Attendant
Troubleshooting Cisco UE Integrated Voice Mail Features
Part V: Appendixes
Appendix A. Cisco IPC Express Features, Releases, and Ordering Information
Appendix B. Sample Cisco UE AA Scripts
Appendix C. Cisco Unity Express Database Schema