C H A P T E R 40 Cisco IP Phones Cisco IP Phones as full-featured telephones can plug directly into your IP network. H.323 clients, CTI ports, and Cisco IP Communicator comprise software-based devices that you configure similarly to the Cisco IP Phones. Cisco CallManager Administration allows you to configure phone features such as call forwarding and call waiting for your phone devices. You can also create phone button templates to assign a common button configuration to a large number of phones.
Chapter 40 Cisco IP Phones Supported Cisco IP Phones • Phone Failover and Fallback, page 40-47 • Phone Configuration Checklist, page 40-48 • Where to Find More Information, page 40-49 Supported Cisco IP Phones Table 40-1 provides an overview of the features that are available on the following Cisco IP Phones that Cisco CallManager supports: • Cisco IP Phone 7900 family • Cisco IP Phone 7914 expansion module • Cisco IP Conference Station 7935 and 7936 • Cisco IP Phone model 30 VIP • Cisco I
Chapter 40 Cisco IP Phones Supported Cisco IP Phones Table 40-1 Supported Cisco IP Phones and Features Cisco IP Phone Model Description Cisco IP Phone 7970 The Cisco IP Phone model 7970, a full-featured, eight-line business set, supports the following features: • A backlit, color touchscreen display for easy access to call details and features.
Chapter 40 Cisco IP Phones Supported Cisco IP Phones Table 40-1 Supported Cisco IP Phones and Features (continued) Cisco IP Phone Model Description Cisco IP Phone 7960 The Cisco IP Phone model 7960, a full-featured, six-line business set, supports the following features: Cisco IP Phone 7940 • A help (?) button • Six programmable line, speed-dial, or feature buttons • Four fixed buttons for accessing voice-messaging messages, adjusting phone settings, accessing services, and accessing directori
Chapter 40 Cisco IP Phones Supported Cisco IP Phones Table 40-1 Supported Cisco IP Phones and Features (continued) Cisco IP Phone Model Description Cisco IP Phone 7920 The Cisco Wireless IP Phone 7920, which is an easy-to-use IEEE 802.11b wireless IP phone, provides comprehensive voice communication in conjunction with Cisco CallManager and Cisco Aironet (r) 1200, 1100, 350, and 340 series of Wi-Fi (IEEE 802.11b) access points.
Chapter 40 Cisco IP Phones Supported Cisco IP Phones Table 40-1 Supported Cisco IP Phones and Features (continued) Cisco IP Phone Model Description Cisco IP Phone 7914 Expansion Module Cisco IP Phone 7914 Expansion Module extends the functionality of the Cisco IP Phone 7960 by providing 14 additional buttons. To configure these buttons as lines or speed dials, use Phone Button Template Configuration.
Chapter 40 Cisco IP Phones Supported Cisco IP Phones Table 40-1 Supported Cisco IP Phones and Features (continued) Cisco IP Phone Model Description Cisco IP Phone 7905G The Cisco IP Phone 7905G, a low-cost, single-line, basic-feature phone that is designed primarily for common-use areas such as cafeterias, break rooms, lobbies, and manufacturing floors, includes the following features: Cisco IP Phone model 7902G • LCD that displays features such as time, date, phone number, caller ID, call status, a
Chapter 40 Cisco IP Phones Supported Cisco IP Phones Table 40-1 Supported Cisco IP Phones and Features (continued) Cisco IP Phone Model Description Cisco IP Conference Station 7936 The Cisco IP Conference Station 7936, a full-featured, IP-based, hands-free conference station for use on desktops and offices and in small-to medium-sized conference rooms, includes the following features: • Three softkeys and menu navigation keys that guide a user through call features and functions Available features i
Chapter 40 Cisco IP Phones Supported Cisco IP Phones Table 40-1 Supported Cisco IP Phones and Features (continued) Cisco IP Phone Model Description Cisco IP Conference Station 7935 The Cisco IP Conference Station 7935, a full-featured, IP-based, hands-free conference station for use on desktops and offices and in small-to medium-sized conference rooms, includes the following features: • Three softkeys and menu navigation keys that guide a user through call features and functions Available features in
Chapter 40 Cisco IP Phones H.323 Clients and CTI Ports Table 40-1 Supported Cisco IP Phones and Features (continued) Cisco IP Phone Model Description Cisco IP Phone 30 VIP The Cisco IP Phone model 30 VIP offers many of the same features as PBX or POTS telephones.
Chapter 40 Cisco IP Phones Cisco IP Communicator For instructions on how to configure H.323 clients and CTI ports, refer to “Cisco IP Phone Configuration” in the Cisco CallManager Administration Guide. Cisco IP Communicator Cisco IP Communicator is a software-based application that allows users to place and receive phone calls using their personal computers. Cisco IP Communicator depends upon the Cisco CallManager call processing system to provide telephony features and Voice-over-IP capabilities.
Chapter 40 Cisco IP Phones Phone Button Templates Make sure that all phones have at least one line that is assigned to each phone. Normally, this assignment specifies button 1. Phones can have additional lines that are assigned, depending on the Cisco IP Phone model. Phones also generally have several features, such as speed dial, that are assigned to the remaining buttons.
Chapter 40 Cisco IP Phones Phone Button Templates Custom templates enable you to make features available on some or all phones, restrict the use of certain features to certain phones, configure a different number of lines or speed dials for some or all phones, and so on, depending on how the phone will be used. For example, you may want to create a custom template that can be applied to phones that will be used in conference rooms.
Chapter 40 Cisco IP Phones Phone Button Templates Table 40-2 Default Phone Button Templates Listed by Model (continued) Cisco IP Phone Model Default Phone Button Template Description Cisco IP Phone 7910 The default phone button template for the Cisco IP Phone 7910 uses button 1 for message waiting, button 2 for conference, button 3 for forwarding, buttons 4 and 5 for speed dial, and button 6 for redial. The Cisco IP Phone 7910 includes fixed buttons for Line, Hold, Transfer, and Settings.
Chapter 40 Cisco IP Phones Phone Button Templates Table 40-2 Default Phone Button Templates Listed by Model (continued) Cisco IP Phone Model Default Phone Button Template Description Cisco IP Phone 30 VIP The default Cisco IP Phone model 30 VIP template uses buttons 1 through 4 for lines, button 5 for call park, button 6 through 13 and 22 through 26 for speed dial, button 14 for message waiting indicator, button 15 for call forward, and button 16 for conference.
Chapter 40 Cisco IP Phones Phone Button Templates Guidelines for Customizing Phone Button Templates Use the following guidelines when you are creating custom phone button templates: • Make sure that phone users receive a quick reference card or getting started guide that describes the most basic features of the custom template.
Chapter 40 Cisco IP Phones Phone Button Templates Table 40-3 Phone Button Feature Description Feature Description AEC If you are configuring a template for the Cisco IP Phone model 30 VIP, you must include one occurrence of this feature and assign it to button 26. Auto echo cancellation (AEC) reduces the amount of feedback that the called party receives when the calling party is using a speakerphone. Users should press the AEC button on a Cisco IP Phone model 30 SP+ when they are using speakerphone.
Chapter 40 Cisco IP Phones Phone Button Templates Table 40-3 Phone Button Feature Description (continued) Feature Description Conference Users can initiate an ad hoc conference and add participants by pressing the Conference button. (Users can also use the Join softkey to initiate an ad hoc conference.) Only the person who initiates an ad hoc conference needs a conference button.
Chapter 40 Cisco IP Phones Softkey Templates Table 40-3 Phone Button Feature Description (continued) Feature Description Redial Users press this button to redial the last number that was dialed on the Cisco IP Phone. This feature requires no configuration to work. Privacy Users press this button to activate/deactivate privacy. Service URL Users press this button to access a Cisco IP Phone Service such as personal fast dials, stock quotes, or weather.
Chapter 40 Cisco IP Phones Softkey Templates Note • Standard IPMA Manager • Standard IPMA Shared Mode Manager The default process does not assign a softkey template to the Cisco IP Phone. The administrator must assign standard or nonstandard softkey templates to the Cisco IP Phone by assigning the templates individually to each phone or by assigning the device pool to each phone.
Chapter 40 Cisco IP Phones Softkey Templates Tip To refresh the softkeys for an application in the nonstandard softkey template, choose the standard softkey template that is already associated with the nonstandard softkey template. For example, if the administrator originally copied the Standard User template and deleted some buttons, choose the Standard User softkey template by clicking on the Add Application button. This adds the buttons that are included in the chosen softkey template.
Chapter 40 Cisco IP Phones Softkey Templates Table 40-4 Call States Note Call State Description Connected Displays when call is connected Connected Conference Consultation call for conference in connected call state Connected Transfer Consultation call for transfer in connected call state Digits After First Off-hook call state after user enters the first digit Off Hook Dial tone presented to phone Off Hook With Feature Off-hook call state for transfer or conference consultation call On Ho
Chapter 40 Cisco IP Phones Softkey Template Operation Figure 40-1 Sample Softkey Layout 1 Softkey 1 Softkey 2 Softkey 3 More 2 Softkey 4 Softkey 5 Softkey 6 More 3 Softkey 7 Softkey 8 Softkey 9 More 4 Softkey 10 Softkey 11 Softkey 12 More 5 Softkey 13 Softkey 14 Softkey 15 More 6 Softkey 16 More 68893 1 C l 1 C l 2 C l 3 C l 4 Softkey Template Operation For applications such as Cisco IPMA to support softkeys, ensure softkeys and softkey sets are configured in the dat
Chapter 40 Cisco IP Phones Methods for Adding Phones You can mix application and call-processing softkeys in any softkey template. A static softkey template associates with a device in the database. When a device registers with Cisco CallManager, the static softkey template gets read from the database into call processing and then gets passed to the device to be used throughout the session (until the device is no longer registered or is reset).
Chapter 40 Cisco IP Phones Directory Numbers if you want to assign a specific directory number to a phone or if you plan to implement authentication or encryption, as described in Cisco CallManager Security Guide 4.1. Tip Cisco CallManager automatically disables auto-registration if you configure the clusterwide security mode for authentication and encryption through the Cisco CTL client.
Chapter 40 Cisco IP Phones Directory Numbers For configuration information, see “Adding a Directory Number” in the Cisco CallManager Administration Guide. Shared Line Appearance You can set up one or more lines with a shared line appearance. A Cisco CallManager system considers a directory number to be a shared line if it appears on more than one device in the same partition.
Chapter 40 Cisco IP Phones Directory Numbers • Cisco IPMA with shared line support allows managers and assistants to share lines (refer to Cisco IP Manager Assistant With Shared Line Support in the Cisco CallManager Features and Services Guide). • Most devices with a shared line appearance can make or receive new calls or resume held calls at the same time. Incoming calls display on all devices that share a line, and anyone can answer the call. Only one call is active at a time on a device.
Chapter 40 Cisco IP Phones Directory Numbers the call on hold, user can retrieve the call from the Cisco IP Phone 1 or Cisco IP Phone 2. When User 2 dials directory number 2000 for the second call, only Cisco IP Phone 2 and Cisco IP Phone 3 ring. The following example demonstrates how an H.323 client, MGCP POTS Phone, and Cisco IP Phone with the same shared line appearance, directory number 2000, can use the Call Forward Busy Trigger and the Maximum Number of Calls settings.
Chapter 40 Cisco IP Phones Directory Numbers devices. For N number of devices sharing the same line, both Maximum Calls setting and Busy Trigger setting must be set to N. This allows each shared line user to receive at least one call. The shared line phone should not interact with the call that it does not receive (because the Line Control does not maintain call information). So, a newly registered device will not recognize any existing calls on that line.
Chapter 40 Cisco IP Phones Directory Numbers Managing Directory Numbers Directory numbers associate with devices such as phones, route points, CTI ports, and H.323 clients. Administrators manage directory numbers from the Directory Number Configuration and Route Plan Report windows in Cisco CallManager Administration. Use the Directory Number Configuration window to add, update, and remove directory numbers from a device, route point, or port.
Chapter 40 Cisco IP Phones Directory Numbers Note This check box only applies to the actual directory number and partition. It does not apply to the other device settings such as voice-messaging profile, call forwarding options, or MLPP. If any of these settings are changed for a shared line, then all devices get changed. For directory number configuration and update information, see “Configuring Directory Numbers” in the Cisco CallManager Administration Guide.
Chapter 40 Cisco IP Phones Directory Numbers Direct Transfer and Join Behavior The following information describes Direct Transfer and Join behavior: • Direct Transfer joins two established calls (call is in hold or in connected state) into one call and drops the feature initiator from the call. Direct Transfer does not initiate a consultation call and does not put the active call on hold. • Join does not create a consultation call and does not put the active call on hold.
Chapter 40 Cisco IP Phones Phone Features The previous implementation remains unchanged: user B can press the Transfer softkey twice to complete the transfer. Phone Features Cisco CallManager enables you to configure the following phone features on Cisco IP Phones: barge, privacy release, call back, call waiting, call forward, call park, call pickup, immediate divert, malicious call identification, quality report tool, service URL, and speed dial and abbreviated dial.
Chapter 40 Cisco IP Phones Phone Features • Call forward all—Forwards all calls. • Call forward busy—Forwards calls only when the line is in use and busy trigger setting is reached. • Call forward no answer—Forwards calls when the phone is not answered after the configured no answer ring duration. The administrator can configure call forward information display options to the original dialed number or the redirected dialed number, or both.
Chapter 40 Cisco IP Phones Phone Features Call Pickup Cisco CallManager provides the following types of call pickup: • Call pickup—Allows you to answer another ringing phone in your designated call pickup group. • Group call pickup—Allows you to answer incoming calls in another pickup group. • Other group call pickup—Allows you to answer incoming calls in a pickup group that is associated with your own group. All three types of call pickup can operate automatically or manually.
Chapter 40 Cisco IP Phones Phone Features Call Select The Select softkey allows a user to select a call for feature activation, or to lock the call from other devices that share the same line appearance. Pressing the Select softkey on a selected call deselects the call. When the call gets selected by a device, it gets put in the Remote-In-Use state on all other devices that share the line appearance. No call in the Remote-In-Use state can be selected.
Chapter 40 Cisco IP Phones Phone Features Direct Transfer Using the DirTrfr and Select softkeys, a user can transfer any two established calls removing the calls from the IP phone. For more information about Direct Transfer, see the “Making and Receiving Multiple Calls Per Directory Number” section on page 40-31. Immediate Divert The Immediate Divert feature allows you to immediately divert a call to a voice-messaging system. Managers and assistants, or anyone who shares lines, use this feature.
Chapter 40 Cisco IP Phones Phone Features Quality Report Tool The Quality Report Tool (QRT), a voice-quality and general problem-reporting tool for Cisco IP Phones, allows users to easily and accurately report audio and other general problems with their IP phone. QRT gets loaded as part of the Cisco CallManager installation, and the Cisco Extended Functions (CEF) service supports it.
Chapter 40 Cisco IP Phones Phone Features From a supported call state, and using the appropriate problem classification category, a user can then choose the reason code that best describes the problem that is being reported for the IP phone. A customized phone problem report provides you with the specific information. For detailed information about configuring and using the Quality Report Tool feature, refer to Quality Report Tool in the Cisco CallManager Features and Services Guide.
Chapter 40 Cisco IP Phones Phone Association digits, the AbbrDial softkey displays, and the user can access any speed-dial entry by entering the appropriate index. For information about configuring speed dials, see “Configuring Speed-Dial Buttons” in the Cisco CallManager Administration Guide. Phone Association Users can control some devices, such as phones. Applications that are identified as users control other devices, such as CTI ports.
Chapter 40 Cisco IP Phones Phone Administration Tips Searching by Description If you enter a user name and/or extension in the Description field when you are adding the phone, you can search by using that value in the Find and List Phones window. Searching by Device Type To search for a phone by its device type, choose Device Type and either enter a device type or choose a device type from the drop-down list box below the Find button.
Chapter 40 Cisco IP Phones Phone Administration Tips Example Create phones with directory numbers that are all digits and another directory number that contains an expression: • DN 2001 • DN 2002 • DN 2003 • DN 300[123] Perform a search for a Directory Number that ends with [123] and Allow wildcards check box checked. The result of the search includes 2001, 2002, and 2003 (because it uses 123 as the wildcard search).
Chapter 40 Cisco IP Phones Phone Administration Tips Table 40-5 Wildcard Search Strings Wildcard Character Description Example [^] Any single character not within the specified range ([^a-f]) or set ([^abcdef]). Where au_lname LIKE “de[^l]” lists all author last names beginning with de and where the following letter is not l. % Any number of characters. The expression SEP% finds all phones that begin with SEP, such as SEP111, SEP2222, SEP33333, and so forth.
Chapter 40 Cisco IP Phones Phone Administration Tips Note The list in the Find and List Phones window does not include analog phones and fax machines that are connected to gateways (such as a Cisco VG200). This list shows only phones that are configured in Cisco CallManager Administration.
Chapter 40 Cisco IP Phones Phone Administration Tips Directories Button The Cisco IP Phone models 7970, 7960, and 7940 can display a directory of employee names and phone numbers. Although you access this directory from the directories button on the IP phone, you must configure it before users can access it. To use the corporate directory, you must enter users into a Lightweight Directory Access Protocol (LDAP) directory that is configured with Cisco CallManager.
Chapter 40 Cisco IP Phones Phone Administration Tips The default specifies 10 phones per second. If a primary Cisco CallManager were to fail, the phones will fail over to the secondary Cisco CallManager. The failover process happens as fast as possible, using the priority queues to regulate the number of devices that are currently registering.
Chapter 40 Cisco IP Phones Phone Failover and Fallback Phone Failover and Fallback This section describes how phones fail over and fail back if the Cisco CallManager to which they are registered becomes unreachable. This section also covers conditions that can affect calls that are associated with a phone, such as reset or restart.
Chapter 40 Cisco IP Phones Phone Configuration Checklist Phone Configuration Checklist Table 40-6 provides steps to manually configure a phone in Cisco CallManager Administration. If you are using auto-registration, Cisco CallManager adds the phone and automatically assigns the directory number.
Chapter 40 Cisco IP Phones Phone Configuration Checklist Table 40-6 Phone Configuration Checklist (continued) Configuration Steps Procedures and Related Topics Step 5 Configuring Cisco IP Phones, Cisco CallManager Administration Guide Configure Cisco IP Phone services.
Chapter 40 Cisco IP Phones Where to Find More Information Where to Find More Information Related Topics • Voice Mail Connectivity to Cisco CallManager, page 26-1 • Call Pickup, page 31-1 • Enabling Auto-Registration, Cisco CallManager Administration Guide • Configuring Cisco IP Phones, Cisco CallManager Administration Guide • Associating Devices to a User, Cisco CallManager Administration Guide • Phone Button Template Configuration, Cisco CallManager Administration Guide • Service Parameters