CUCM - CallBack

     The Cisco Call Back feature allows you to receive call back notification on your IP phone when a called party line becomes available. 

1. IP phone user A calls IP phone user B in the same cluster. 
2. If IP phone B is busy or there is no answer, IP phone user A activates the Cisco Call Back features through the CallBack softkey. 
1. The CallBack softkey can be activated while the call is ringing (RING OUT state). Pressing the CallBack softkey while the call is ringing cancels the call. It does NOT work if the call gets sent to voicemail.
2. The CallBack softkey can be  activated after the call has ended (ON HOOK state).
3. The CallBack softkey can be activated during a consultation transfer (CONNECTED TRANSFER state).
3. IP phone B becomes available. Phone B either went ON HOOK after their call ended. Or they got back to their desk and picked up their phone (OFF HOOK state).
4. IP phone A receives an audible alert and visual notification that the DN is available. Since Cisco CallManager remembers the dialed number, IP phone user A can then press the Dial softkey to reach IP phone user B.

CallBack Configuration Requirements:

1. Enable Cisco Extended Functions (CEF) on all servers via Serviceability
2. Add the "CallBack" softkey to the ON HOOK, RING OUT, and CONNECTED TRANSFER states.
3. Apply the CallBack softkey templates to the phones.
4. (Optional) Review and modify the CallBack Service Parameters as needed
5. Test CallBack!

Callback FAQ
http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_qanda_item09186a0080191057.shtml#intro









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Extension Mobility Configuration

1. Verify Extension Mobility Service is Running
1. From CUCM Serviceability Select  Tools > Control Center – Feature Services
2. Make sure that the Cisco Extension Mobility service shows status Activated
2. Configure Extension Mobility Service
1. From CUCM Administration select  Device > Device Settings > Phone Services
2. Click Add New
3. In the Service Name field, type Extension Mobility
4. In the Service Description field, type Login and Logout Service
5. In the Service URL field, Enter the following URL
1. http://<CUCM IP Address>/emapp/EMAppServlet?device=#DEVICENAME#
6. Click Save
3. Modify Enterprise Parameters to Reflect IP Address of CallManager
1. From CUCM Administration select  System > Enterprise Parameters
2. Under Phone URL parameters, change all fields from hostname to IP address. Change ONLY the host name, not the reset of the field.
3. Click Save
4. Create Device Profile Default for Each Phone Model that shall Support Cisco Extension Mobility
1. From CUCM Administration select  Device > Device Settings > Default Device Profile
2. From the drop down list, select the phone type, for example, Cisco 7965
3. Under Description, enter a description of this profile.
4. Under Phone Button Template, select Standard 7965 SCCP.
5. Click Save
6. Repeat for each model phone to be configured
5. Create Device User Profile for a User
1. From CUCM Administration select  Device > Device Settings > Device Profile
2. Click Add New
3. From the drop down list, select the phone type, for example, Cisco 7965
4. Click Next
5. Enter a Device Profile Name (username-EM)
6. From the Phone Button Template field, select Standard 79XX SCCP
7. Click Save
8. On the left hand side of the screen, click the link Line [1] – Add a new DN
9. Choose a valid DN, enter that DN in the Directory Number field.
10. Under Route Partition, select INTERNAL-PT
11. Enter any Call Forward and Call Pickup Settings as necessary.
12. Click Save
13. Select  Related Links > Subscribe/Unsubscribe Services
14. From Services, select Extension Mobility, then click Next.
15. Click Subscribe
16. Click Save
17. Repeat steps 7-13 for any additional lines.
6. Associate User Device Profile to a User
1. From CUCM Administration select User Management > End User.
2. Select the user from the list that matches the profile that was created.
3. Under Extension Mobility > Available Profiles, select the profile that was created in the previous exercise and move it to the Controlled Profiles selection.
4. Under Default Profile, select the profile.
5. Click Save.
7. Configure and Subscribe Cisco Unified IP Phones to Service and Enable it.
1. Select Device>Phone from the menu.
2. Select the phone from the list of devices.
3. In the Related Links: field, select Subscribe/Unsubscribe Services and click Go
4. In the pop-up window, under Service Information, in the Select a Service pull down menu, elect Extension Mobility.
5. Click Next
6. Click Subscribe
7. Click Save
8. Close the pop-up window.
9. Under Extension Information, check the Enable Extension Mobility box.
10. Under the Logout Profile field, select – Use Current Device Settings –
11. Click Save.
12. Click Ok from the pop-up warning.
13. Click Reset
14. In the pop-up window select Reset.
15. Click Close.

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IP Manager Assistant (IPMA) - Shared Line Mode

        IP Manager Assistant (IPMA) provides better support, visibility, and control between a Manager and an Assistant or multiple Assistants. There are two ways of configuring IPMA. The first being Proxy Mode and the second being shared-line mode. 

Configuring Shared Line Mode

1. Configure the Manager phone and Assistant(s) phones with a shared line appearance.
2. In Cisco Unified Serviceability, activate the Cisco IP Manager Assistant service in the Service Activation window.
3. Configure Cisco IP Manager Assistant service parameters for shared line support
1. Clusterwide Parameters (applies to all servers)
1. In CM Administration go to System > Service Parameters
1. Choose the IPMA server and choose the CIsco IP Manager Assistant Service
2. Cisco IPMA Server (Primary) - up to 2500 managers and assistants
3. Cisco IPMA Server (Backup)
4. Cisco IPMA Server Port - Default Port 2912
5. IPMA Heartbeat Interval - Time for failover to occur (default is 30 seconds)
6. IPMA Assistant Console Request timeout - Default is 30 seconds
2. Advanced Clusterwide
1. Enable Multiple Active Mode - default is false. If true, both IPMA servers are used and up to 7000 managers and assistants can be used via multiple pools
2. Pool 2 - IPMA Server (Primary) - 2500 users here
3. Pool 2 - IPMA Server (Backup)
4. Pool 3 - IPMA Server (Primary) - 2500 users here
5. Pool 3 - IPMA Server (Backup)
3. IPMA Service Parameters (for each server)
1. CTIManager (Primary) IP Address - used for call control
2. CTIManager (Backup) IP Address
4. Restart the IPMA Service for the changes to take effect
5. In CM Administrator go to User Management > End User
6. Start with the Manager
1. Verify that he/she is associated with their phone
2. Under Related Links, select Manager Configuration
3. Configure the device, intercom, shared lines, and assistant(s)
4. Once the Manager is setup, their phone will reset with IPMA features on the phone
7. Configure the Assistant
1. Verify that he/she is associated with their phone
2. Under Related Links, select Assistant Configuration
3. Configure the device, intercom, primary line, managers, and manager lines
8. You can setup dial rules (prepend 9) for the IPMA
9. Download and install Cisco Unified Communication Manager Assistant
1. If running Windows 7, download through Cisco CallManager Updates
10. Install and login with the correct IPMA server IP address, username and password

http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/8_6_1/ccmfeat/fsipmasl.html#wp1288368

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CUCM - Automated Alternate Routing (AAR)

Automated Alternate Routing (AAR) is a high-availability feature that takes a call which would normally traverse the WAN, but is re-routed through the PSTN because the set bandwidth has been reached between two locations.

To be honest, I haven't deployed AAR at many sites. I guess this has a lot to do with the fact that I'm either really lazy, or that the cost of bandwidth has gone down so much that bandwidth and call admission control (CAC) hasn't been much of a customer requirement, or it's probably a combination of both.

If you would like to deploy AAR, the following steps and options are below, but keep in mind AAR ties directly to Call Admission Control (CAC) which means you'll have to configure and/or pay attention to Location and Region settings.


Configuring Automated Alternate Routing (AAR)

1. Turn the service on!!
1. System > Service Parameters
2. Set “Automated Alternate Routing Enabled” to True. It is False by default.
3. (Optional) Change “AAR Network Congestion Rerouting Text” to alert users that call is being re-routed. By default it is set to “Network Congestion. Rerouting.”
4. If you don't turn this on, callers will experience a re-order tone
2. Call Routing > Automated Alternate Routing Group
3. Create XXX-AAR for each site
1. You can actually create a single AAR group for NANP sites, but it depends on a few things. I would recommend creating an AAR Group for each site to keep everything clean and less confusing for administrators.
4. Set Prefix Digits Within to 9 (Local) or 91 (Long Distance) for AAR calls between phones within this group
5. Set Prefix Digits Between to 9 (Local) or 91 (Long Distance) for AAR calls between phones from AAR Group A to AAR Group B. (this field does not show up if you have ONLY 1 AAR group)
6. AAR Group and CSS
1. The AAR Group and CSS can be set on the Device Pool or the Phone, gateway, or endpoint.
7. Extension AAR Settings
1. Make sure that you have the correct External Phone Number Mask (EPNM) for each phone. This is how AAR figures out what number and how many digits to dial after prepending 91 or 9 within the AAR Group. 
2. If, for some reason, you want AAR triggered calls to go to voicemail or to a different number/group altogether, you can configure these options within "AAR Settings" on the extension
3. The AAR Settings options (voicemail or AAR Destination Mask) take precedence over the External Phone Number Mask
8. Lastly, the AAR triggered number is matched to a route pattern using the AAR Calling Search Space. If an outbound route is matched, the call is pushed out through the PSTN.

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Single Number Reach and MobileConnect

        Single Number Reach allows users to give out a single number and be reached on multiple devices (maximum of four). When calling a user’s Single Number Reach DID, four seconds (default) go by before ringing the user’s remote destinations (eg. cell phone, home phone, etc.). Once the remote destination is ringing, the Send Call to Mobile Menu Timer Service Parameter (default 60 seconds) defines the amount of time the remote destination(s) has to pick up the call.

        Users/Administrators can set the schedule (days/times) that SNR is active for each of their remote destinations though the ccmuser or appadmin GUI.

        MobileConnect allows users to receive a call on their primary device (desk phone) and press the Mobility soft-key or line button which calls their remote destination device (eg. cell phone). Once the user picks up their remote device, the call is connected on their remote device and the person they are talking to is none the wiser. MobileConnect also allows users to hang up their remote destination device and seamlessly pick the call up on their primary phone (default time to pick up is 10 seconds).

How to configure Single Number Reach and MobileConnect:

1. Create End User and verify that the user is associated to their phone and that “Enable Mobility” (uses 4 device licenses per user, and 2 if adjunct) and “Enable Mobile Voice Access” is checked along with their Primary User Device selected.
1. Selecting the Primary User Device takes the Mobility Enabled End User license and changes it into an Adjunct license.
2. Under Enable Mobile Voice Access is the Maximum Wait Time for Desk Pickup which is defaulted at 10 seconds. This is the time (in milliseconds) that the user has to pick up the MobileConnect call after hanging up their remote destination device. It is recommended that if users are not at their desk, that they let the other party hang up first as their call may be hijacked at their desk.
2. Create/modify a SoftKey Template to include Mobility.
1. If the user’s phone is a 8900/9900 series phone, a Phone Button Template must be created with a Mobility line key.
3. On the user’s phone, apply the new softkey (or phone button template) and select the user under the Owner User ID.
1. If the Owner User ID is not selected, MobileConnect will fail with a message stating “You are not a valid Mobile Phone User”.
2. If the Owner User ID is grayed out, it is because you have Extension Mobility selected. The Cisco Help Guide states that you should not have both EM and Owner User ID selected, but I’ve tested and it works fine.
4. Under Device > Device Settings > Remote Destination Profile create a new RDP for each MobileConnect/SNR user.
1. For the call to actually reach the external number, the Rerouting Calling Search Space is the CSS that controls this.
2. You must select a Rerouting CSS that can reach the PSTN or the SNR will fail for external numbers.
3. Make sure the Privacy setting is set to "Default"
5. Under Device > Destination Profile create a new RD for each MobileConnect/SNR user.
1. You must put the user’s remote destination here along with the out-dialing number(s) such as 91 or 81, unless it is an internally reachable extension. Always associate the line for SNR to work.
2. Instead of using 91 or 81 for dialing out, you can also set an Application Dial Rule which will be triggered for SNR.
6. Under System > Service Parameters, select the Cisco CallManager service.
1. Verify that "Privacy Setting" is set to True (default)
2. Verify that "Enforce Privacy Settings on Held Calls" is set to False (default)
3. You cannot transfer a call from a cell phone to a desk phone if the Remote Destination Profile Privacy specifies On, and the "Enforce Privacy Setting on Held Calls" service parameter specifies True.
7. Reset the user’s phone and test SNR and MobileConnect.

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Visual Voicemail and Configuration

Visual Voicemail is a CUCM service that is typically applied to the Messages button to allow users the option of accessing their voicemail visually through their phone’s screen.

1. Verify that ALL phones have “Web Access” enabled on their main phone page via bulk edit, or by Enterprise Phone Configuration (under System menu), or by Common Phone Profile Configuration (under Device > Device Settings menu)
1. Order of precedence: Phone > Common Phone Profile > Enterprise Phone Configuration
2. Create a separate Voice Mail Pilot similar to the standard Voice Mail Pilot with a description of “Visual Voicemail Reverse Trap Pilot”
3. Create a separate Hunt Pilot with a description of “Visual Voicemail Reverse Hunt Pilot”
4. In Unity Connection go to System Settings > Advanced > Connection Administration
1. Verify “Applications Can Cache the Cisco Unity Connection Password” is selected
2. Set the “Session Timeout” to 300
3. Set the “Pilot Number for Voice Mail” to your standard voicemail pilot
4. Set the “Pilot Number for TRAP Connections” to your visual voicemail pilot
5. Configure a Reverse TRAP Rule in Unity Connection
1. Go to Call Management > Call Routing > Direct Routing Rules and select “Add New”
2. As the Display Name set it to “Visual Voicemail Reverse Trap Rule”
3. Set the Conversation to “Reverse Trap”
4. Add a new routing rule as “Dialed Number Equals <Visual Voicemail Pilot>”
5. Save
6. In CUCM go to Device > Device Settings > Phone Services and select “Add New”
1. Set the “Service Name and ASCII” as “VisualVoicemail”
2. Set the Service URL as “http://<IP address of VM server>/midlets/VisualVoicemail/VisualVoicemail.jad”
3. Select “Java MIDlet” for the Service Category
4. Select “Messages” for the Service Type
5. Set the Service Vendor to “Cisco”
6. Leave the Service Version blank
7. Select “Enable” only
8. Save
7. Set Visual Voicemail Service Parameters
1. Create a New Parameter as “voicemail_server” with a Display Name of “Voicemail server”
2. Under Default Value enter the Hostname or IP address of the voicemail server
3. Under Description enter “Hostname of voicemail server”
4. Create a New Parameter as “call_connect_delay” with a Display Name of “Call Connect Delay”
5. Set the Default Value to 1000 and a description of “Default call connect delay”
6. Create a New Parameter as “log_level” with a Display Name of “Log Level”
7. Set the Default Value to “info” and a description of “Level of logging”

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