Cisco Systems IP Phone OL 4660 01 User Manual

C H A P T E R  
4
Cisco Call Back  
The Cisco Call Back feature allows you to receive call back notification on your  
Cisco IP Phone when a called party line becomes available. To receive call back  
notification, a user presses the CallBack softkey while receiving a busy or  
ringback tone. You can activate call back notification on a line on a  
Cisco IP Phone within the same Cisco CallManager cluster as your phone. You  
cannot activate call back notification if the called party has forwarded all calls to  
another extension.  
This chapter provides the following information about Cisco Call Back:  
Cisco CallManager Features and Services Guide  
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Chapter 4 Cisco Call Back  
Introducing Cisco Call Back  
Figure 4-1 Cisco Call Back Using the Cisco Extended Functions Service  
Architecture  
Skinny  
NT Service Cisco Extended Functions  
Redundancy manager  
DB Change Notification handler  
Cisco  
CallManager  
M
Screen Saver  
Call Back Handler  
XSI over  
skinny  
Call Back  
Dictionary  
QBE  
QBEHelper DBL Library  
DB (SQL & Directory)  
SDI Trace  
Alarm  
Cisco  
CTIManager  
Cisco CTIManager Interface (QBEHelper)  
The QBEHelper library provides the interface that allows the CEF service to  
communicate with a configured Cisco CTIManager.  
Cisco CallManager Database Interface (DBL Library)  
The DBL library provides the interface that allows the CEF service to perform  
queries on various devices that are configured and registered in the  
Cisco CallManager database.  
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Chapter 4 Cisco Call Back  
Introducing Cisco Call Back  
Call Back Handler  
The Call Back Handler resides in the CEF service and receives the called  
extension and calling extension information when the CallBack softkey is  
pressed. Cisco CallManager passes this information to the CEF service through  
the Cisco CTIManager interface.  
The Cisco Extended Functions service determines the destination device by using  
the Cisco CallManager Database Interface. The CEF service opens the line and  
device by using Cisco CTIManager. When the called line becomes available, the  
CEF service sends an audio alert (a twinkle sound) and visual notification on the  
Cisco IP Phone through the Cisco CTIManager and XSI interfaces. Only one Call  
Back can be active on a Cisco IP Phone. The Call Back Handler keeps this  
information in memory. Phones and lines get opened through Cisco CTIManager  
only for a Call Back-activated phone and called phone line. When the Call Back  
notification goes to the Call Back-activated phone, the phone and lines that were  
opened by Cisco CTIManager close.  
Screen Saver and Call Back Dictionary  
The screen saver of the Cisco Extended Functions service reads the XML  
dictionary files and creates Document Object Model (DOM) objects for all  
installed locales when the CEF service starts. The system uses these DOM objects  
for constructing XSI screens that are needed by the Cisco IP Phone.  
Redundancy Manager  
When multiple Cisco Extended Functions are active within a Cisco CallManager  
cluster, the redundancy manager uses an algorithm to determine which CEF is  
active and which is the backup CEF. The Redundancy Manager uses the lowest IP  
address of the server that is running the CEF service as the active service. The  
remaining CEF services serve as backup services.  
DB Change Notifier  
The DB Change Notifier handles all the database change notifications, such as  
service parameter changes, trace parameter changes, and alarm configuration  
changes, and reports the changes to the CEF service.  
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Chapter 4 Cisco Call Back  
Introducing Cisco Call Back  
SDI Trace and Alarm  
The Cisco Extended Functions service uses the SDI Trace and Alarm libraries.  
The libraries generate trace and alarms to the Event Viewer. The alarm library  
publishes information to the Cisco RIS Data Collector service about the CEF  
service. For more information about trace and alarms, refer to the  
Cisco CallManager Serviceability Administration Guide.  
Cisco Extended Functions Service Dependency  
Cisco Call Back uses the Cisco Extended Functions service, which depends on the  
following services (see Figure 4-2):  
Cisco CallManager—Ensure a minimum of one Cisco CallManager service  
is running in the cluster, but the service need not be on the same server as  
CEF.  
Cisco CTIManager—Ensure a minimum of one Cisco CTIManager service is  
running in the cluster, but the service need not be on the same server as CEF.  
Cisco Database Layer Monitor—Ensure one Cisco Database Layer Monitor  
service is running on the same server as CEF.  
Cisco RIS Data Collector—Ensure one Cisco RIS Data Collector service is  
running on the same server as CEF.  
Tip  
Install all the services on one server for one-server Cisco CallManager systems.  
Cisco CallManager Features and Services Guide  
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Chapter 4 Cisco Call Back  
Introducing Cisco Call Back  
Figure 4-2 Cisco Extended Functions Service Dependency (Typical  
Configuration)  
Cisco  
CallManager  
Cisco  
Cisco  
CTIManager  
Extended  
Functions  
(Active)  
Cisco  
CallManager  
Cisco  
Cisco  
CTIManager  
Extended  
Functions  
(Backup)  
Cisco  
CallManager  
Multiple Cisco Extended Functions Applications in a Cluster  
If multiple Cisco Extended Functions applications are active within a  
Cisco CallManager cluster, Cisco Extended Functions uses an algorithm to  
determine which application should be active and to order the remaining as  
backups. The Cisco Extended Functions application with the lowest IP address  
becomes active. The application with the next lowest IP address becomes the  
backup to the active application. Any remaining applications act as backups to  
each other, beginning with the application with the next lowest IP address. If you  
add any new applications to the cluster, Cisco Extended Functions restarts the  
algorithm to determine which application will be active.  
Note  
When a Cisco Extended Functions application gets started in a cluster, the Cisco  
Extended Functions application with the lowest IP address becomes active. This  
process may cause an interruption to Call Back for approximately 2 minutes.  
To verify the directory status and Cisco Extended Functions application  
registration status to the Cisco CTIManager, use the Real-Time Monitoring Tool  
as described in the Cisco CallManager Serviceability Administration Guide.  
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Chapter 4 Cisco Call Back  
Introducing Cisco Call Back  
How to Use Cisco Call Back  
After proper installation and configuration, Cisco IP Phone Models 7960 and  
7940 include the Cisco Call Back feature. The following sections describe how to  
use the Call Back feature and what happens during normal and abnormal  
operations.  
For more information about how to use the Call Back feature, refer to the  
Cisco IP Phone Models 7960 and 7940 User Guide.  
Cisco Call Back—Normal Operation  
Use Cisco Call Back for notification when a busy phone becomes available. See  
the following examples.  
Phone A and Phone C call Phone B, and both phones activate Call Back. When  
Phone B becomes available, both Phone A and Phone C receive notification. The  
phone that initiates the Call Back first connects to Phone B.  
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Chapter 4 Cisco Call Back  
System Requirements for Cisco Call Back  
When Phone A unsuccessfully tries to activate Call Back, the following message  
displays:  
Call Back cannot be invoked for extension xxxx. Press Exit to  
quit this screen.  
If Phone A tries to press the CallBack softkey during the idle state, the following  
message displays on Phone A:  
Call Back is not active. Press Exit to quit this screen.  
When Phone A tries to activate Call Back and it is already active, the following  
message displays:  
CallBack is already active on xxxx. Press OK to activate on yyyy.  
Press Exit to quit this screen.  
When Phone A tries to activate Call Back and the extension is not found in the  
database, the following message displays:  
CallBack cannot be activated for xxxx.  
When Phone A tries to activate Call Back and the Cisco CTIManager and Cisco  
Extended Functions services are not registered, the following message displays:  
Service not available.  
When Phone A tries to activate Call Back and the Cisco Extended Functions  
service is not working, the following message displays:  
Call Back Service Failure.  
System Requirements for Cisco Call Back  
Cisco Call Back requires the following software components to operate:  
Cisco CallManager 3.3 or later  
Microsoft Windows 2000  
Microsoft Internet Explorer or Netscape Navigator  
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Chapter 4 Cisco Call Back  
Interactions and Restrictions  
The following phones support Cisco Call Back with the CallBack softkey (can be  
calling and called phone):  
Cisco IP Phone Models 7960, 7940, 7912, and 7905  
You can call the following phones and can have Call Back activated on them (must  
be in same Cisco CallManager cluster as calling phone):  
Cisco IP Phone 30 SP+  
Cisco IP Phone 12 SP+  
Cisco IP Phone 12 SP  
Cisco IP Phone 12 S  
Cisco IP Phone 30 VIP  
Cisco IP Phone Model 7902  
Cisco IP Phone Model 7910  
Cisco IP Phone Model 7935  
Cisco IP Phone Model 7936  
Cisco VGC Phone (uses the Cisco VG248 Gateway)  
Cisco Skinny Client Control Protocol (SCCP) Phone  
Cisco Analog Telephone Adapter (ATA) 186 and 188  
CTI route point forwarding calls to above phones  
Interactions and Restrictions  
Table 4-1 describes how Cisco Call Back interacts with call waiting and call  
forward features.  
Note  
The calling phone can have only one active Call Back request. The called phone  
can have multiple Call Back requests applied to it.  
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Chapter 4 Cisco Call Back  
Installing and Activating Cisco Extended Functions for the Cisco Call Back Feature  
Installing and Activating Cisco Extended Functions  
for the Cisco Call Back Feature  
Cisco Call Back, a feature within the Cisco Extended Functions service,  
automatically gets installed with Cisco CallManager installation. Perform three  
steps after installation to make Cisco Call Back available for use:  
1. Properly configure the Cisco Call Back feature for Cisco IP Phone users. See  
Configure the applicable service parameters for the Cisco Extended  
3. Use Cisco CallManager Serviceability Service Activation, located under the  
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Chapter 4 Cisco Call Back  
Configuring Cisco Call Back Feature  
Configuring Cisco Call Back Feature  
For successful configuration of the Cisco Call Back feature, review the steps in  
the configuration checklist, perform the configuration requirements, and activate  
the Cisco Extended Functions service. The following sections provide  
configuration information:  
Configuration Checklist for Cisco Call Back  
Table 4-2 shows the logical steps for configuring the Cisco Call Back feature in  
Cisco CallManager.  
Table 4-2 Cisco Call Back Configuration Checklist  
Configuration Steps  
Related Procedures and Topics  
Cisco CallManager Features and Services Guide  
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Chapter 4 Cisco Call Back  
Configuring Cisco Call Back Feature  
Step 5  
Choose user locales for Cisco IP Phones.  
User Configuration Settings,  
Cisco CallManager Administration Guide  
Cisco IP Telephony Locale Installer  
documentation.  
Step 6  
Using the Cisco CallManager  
Serviceability tool, Service Activation,  
Creating a Softkey Template with the CallBack Softkey  
Perform the following procedure to create a new softkey template with the  
CallBack softkey.  
Procedure  
Step 1  
Step 2  
From Cisco CallManager Administration, choose Device > Device Settings >  
Softkey Template.  
The Softkey Template Configuration window displays.  
From the Softkey Template list, or from the drop-down list box in the Create a  
softkey template based on field, choose the Standard User softkey template. (If  
you choose the first option, the Softkey Template Configuration window  
automatically displays with new information. Go to Step 3.)  
Step 3  
Click the Copy button.  
The Softkey Template Configuration window displays with new information.  
Step 4  
Step 5  
In the Softkey Template Name field, enter a new name for the template; for  
example, Standard User for Call Back.  
Click the Insert button.  
The Softkey Template Configuration redisplays with new information.  
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Chapter 4 Cisco Call Back  
Configuring Cisco Call Back Feature  
Step 6  
Step 7  
To add the CallBack softkey to the template, click the Configure Softkey Layout  
link.  
The Softkey Layout Configuration window displays. You must add the CallBack  
softkey to the On Hook and Ring Out call states.  
To add the CallBack softkey to the On Hook call state, click the On Hook link in  
the Call States field.  
The Softkey Layout Configuration window redisplays with the Unselected  
Softkeys and Selected Softkeys lists.  
Step 8  
Step 9  
From the Unselected Softkeys list, choose the CallBack softkey and click the right  
arrow to move the softkey to the Selected Softkeys list.  
To save and continue, click the Update button.  
Step 10 To add the CallBack softkey to the Ring Out call state, click the Ring Out link in  
the Call States field.  
The Softkey Layout Configuration window redisplays with the Unselected  
Softkeys and Selected Softkeys lists.  
Step 11 From the Unselected Softkeys list, choose the CallBack softkey and click the right  
arrow to move the softkey to the Selected Softkeys list.  
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Chapter 4 Cisco Call Back  
Configuring Cisco Call Back Feature  
Step 3  
Step 4  
In the Softkey Template field, choose the softkey template that contains the  
CallBack softkey from the drop-down list box. (If you have not created this  
Click the Update button.  
Adding CallBack Softkey Template in Phone Configuration  
Perform the following procedure to add the Call Back softkey template to each  
user phone.  
Procedure  
Step 1  
From Cisco CallManager Administration, choose Device > Phone.  
The Find and List Phones window displays.  
Step 2  
Step 3  
Find the phone to which you want to add the softkey template. See Finding a  
Phone in the Cisco CallManager Administration Guide.  
In the Softkey Template field, choose the softkey template that contains the  
CallBack softkey from the drop-down list box. (If you have not created this  
Step 4  
Click the Update button.  
Setting the Cisco Extended Functions Service Parameters  
Set the Cisco Extended Functions service parameters by using Cisco CallManager  
Administration to access the service parameters (Service > Service Parameters).  
Choose the server where the Cisco Call Back application resides and then choose  
the Cisco Extended Functions service.  
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Chapter 4 Cisco Call Back  
Configuring Cisco Call Back Feature  
Cisco recommends that you use the default service parameters settings unless  
otherwise instructed by the Cisco Technical Assistance Center. Cisco Extended  
Functions includes the following parameters for Cisco Call Back:  
CTI Connecting Port—Default specifies port 2748. If this port number  
changes, restart the Cisco Extended Functions service.  
Provider Open Call Time Out—Default specifies 30000. This parameter  
specifies the wait time of the Cisco Extended Functions service after provider  
open requests are issued to Cisco CTIManager. If this wait time changes,  
restart the Cisco Extended Functions service.  
HeartBeat Interval Time Out—Default specifies 30. Cisco Extended  
Functions and Cisco CTIManager exchange heartbeats to maintain the  
connection. If this interval time out changes, restart the Cisco Extended  
Functions service.  
Connection Retry Time Out—Default specifies 60000. Cisco Extended  
Functions retries to reconnect to Cisco CTIManager if a connection drops. If  
this retry timeout changes, restart the Cisco Extended Functions service.  
Synchronous Request Time Out—Default specifies 20000. This parameter  
specifies the wait time of the Cisco Extended Functions service after a  
synchronous request is issued. If this requested timeout changes, restart the  
Cisco Extended Functions service.  
Audio File Name—Default specifies CallBack.raw. The Call Back.raw file,  
located in the directory C:\Program Files\Cisco\TFTPPath gets uploaded to  
the Cisco IP Phone by Cisco TFTP during the restart cycle. This file contains  
the twinkle sound that the Cisco IP Phone plays during Call Back  
notification. The Audio format specifies 64 kbps audio mu-law. If this file  
name changes, restart the Cisco Extended Functions service.  
CBB Change Notification TCP Port—Default specifies 2552. This parameter  
specifies the port number of the Cisco Extended Functions database change  
notification receiving TCP port. The Cisco Database Layer Monitor sends  
database change notifications. If this port number changes, restart the Cisco  
Extended Functions service.  
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Chapter 4 Cisco Call Back  
Providing Information to Users for Cisco Call Back Feature  
Providing Information to Users for Cisco Call Back  
Feature  
The Cisco IP Phone Models 7960 and 7940 User Guide provides procedures for  
how to use the Call Back feature on the Cisco IP Phone.  
Troubleshooting Cisco Call Back Feature  
Use the Cisco CallManager Serviceability Trace Configuration and Real-Time  
Monitoring Tool to help troubleshoot Call Back problems. Refer to the  
Cisco CallManager Serviceability Administration Guide.  
For troubleshooting information, refer to the Troubleshooting Guide for  
Cisco CallManager.  
Where to Find More Information  
Related Topics  
Softkey Template Configuration, Cisco CallManager Administration Guide  
Device Defaults Configuration, Cisco CallManager Administration Guide  
Service Parameters Configuration, Cisco CallManager Administration Guide  
Cisco IP Phone Configuration, Cisco CallManager Administration Guide  
Additional Cisco Documentation  
Cisco CallManager Administration Guide  
Cisco CallManager System Guide  
Cisco CallManager Serviceability Administration Guide  
Cisco CallManager Serviceability System Guide  
Troubleshooting Guide for Cisco CallManager  
Cisco IP Phones Model 7960 and 7940 User Guide  
Cisco CallManager Features and Services Guide  
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Chapter 4 Cisco Call Back  
Where to Find More Information  
Cisco IP Phone Administration Guide for Cisco CallManager  
Cisco IP Telephony Locale Installer  
Cisco CallManager Features and Services Guide  
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Chapter 4 Cisco Call Back  
Where to Find More Information  
Cisco CallManager Features and Services Guide  
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