Cisco IP Phone Features

Abstract

Cisco IP Phone features are controlled via softkeys. Softkeys are programmable feature buttons that appear on the Cisco IP phone. While each feature is executed differently, each feature is initiated by the clicking of a softkey on the Cisco IP Phone. This white paper will cover various features in Cisco Unified Communications Manager (CUCM) controlled via softkeys that are not enabled by default.

Sample

Introduction

Softkeys represent features available to the phone while in a call state. An idle phone is in the "onhook" call state because the handset is on the cradle holding the phone hook down. When the handset is lifted, the phone is in the "offhook" state. If the phone is in an existing call, the phone is in the connected call state. The CUCM call states are as follows.

On Hook
Connected
On Hold
Ring In
Off Hook
Connected Transfer
Digits After First
Connected Conference
Ring Out
Off Hook with Feature
Remote In Use
Connected No Feature

The onhook call state has many available softkey features, but only three are enabled by default. The default softkeys in CUCM 6.1(1) include Redial, NewCall, and Call Forward All (CfwdAll). Pressing the redial softkey will dial the last attempted phone call using the speaker phone. The NewCall softkey will take the phone off hook with the speakerphone active.

Default On Hook Softkeys

The CfwdAll button will allow the user to enter a call forwarding destination for all calls destined to the Cisco IP phone. If the company uses 9 as an access code for outside calls, remind the users of the system to include the 9 for all external PSTN call forwarding (e.g., cell phone). Call forwarding can be restricted by configuring a calling search space on the CfwdAll settings of the directory number. Calling search spaces applied to the call forwarding options of the directory number will override the line and device calling search space configurations on the phone. The line/device calling search space (CSS) is applicable only to the call forward all (CFA) call forwarding option. All other call forwarding options use the traditional calling search space methodology. CUCM versions prior to 5.0 do not include a line CSS configuration item for the CFA option.

Callback

The first unselected softkey in the offhook call state is the CallBack softkey. The CallBack softkey is a feature that allows the calling party to initiate a CUCM monitor of the called party's line state. The callback feature can be used after an unsuccessful call where Call Forward Busy (CFB) does not forward the call to voicemail. The calling party presses the CallBack softkey initiating CUCM to monitor the called party's phone. When there is a state transition (onhook or offhook), the calling party's phone rings back with LCD display information of the called party. If the calling party picks up the phone, the called party's phone begins ringing. CallBack requires the Cisco Extended Service to be running on CUCM. This feature is not effective when call forward busy conditions are forwarded to the subscriber's voicemail greeting.

Call Transfer

Another unselected softkey in the onhook call state is the Direct Transfer (DirTrfr) softkey. This softkey is used to transfer two active calls when you are on multiple lines of a phone, and you would like to connect the two calls without being part of the conversation. Without this feature, one would need to coordinate a new phone call between the recipients by bouncing between the two phone calls. Click the DirTrfr button while one of the calls is active, then highlight the other call using the rocker panel of the phone and then click the DirTrfr softkey again.

Call Pickup Options

Another unselected softkey in the onhook call state is the Group Pickup (GPickUp) softkey. Group pickup is a variant of call pickup, and CUCM has three call pickup options: call pickup, group call pickup, and other pickup. The pickup softkey will allow a user of a Cisco IP Phone to pick up a ringing phone within the same pickup group at their phone. In an organization which had six members of an information technology (IT) support help desk, all six IT help desk member's directory numbers can be put into the same pickup group. If a member of the IT help desk group walked away from their phone, another member of the group could redirect an incoming call to their phone by choosing the pickup softkey.

To do this, a call pickup group needs to be configured in CUCM administration (Call Routing > Call Pickup Group). Click the Add New button. Create a name and number for the pickup group. This number does not need to follow your internal dial plan and does not need to be in the direct inward dialing (DID) range the company purchased from the PSTN provider. The call pickup group number is never dialed directly. The call pickup number provides a mechanism to relate phone directory numbers into a group to provide coverage for people who have temporarily left their desk. Click Save.