Cisco Systems IP Phone 12 series User Manual

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  
number of phones.  
After you have added the phones, you can associate users with them. By  
Methods for Adding Phones, page 40-24  
Directory Numbers, page 40-25  
Phone Features, page 40-33  
Phone Association, page 40-40  
Phone Administration Tips, page 40-40  
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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.  
Four fixed feature buttons:  
Messages—accessing voice-messaging  
messages  
Settings—adjusting phone settings  
Services—accessing services  
Directories—accessing call logs and  
directories  
A Help (?) button for immediate assistance with  
calling features  
Eight programmable buttons to use as Line  
buttons, speed dial buttons, or for other phone  
services  
Five softkeys for accessing additional call details  
and functionality (softkeys change depending on  
the call state for a total of 16 softkeys)  
An internal, two-way, full-duplex speakerphone  
and microphone mute  
The 7970G-GE is the gigabit ethernet version of the  
7970. Phones 7970G, 7960G and 7940G are the  
non-gigabit version.  
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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:  
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 directories  
Four softkeys for accessing additional call details  
and functionality (softkeys change depending on  
the call state for a total of 16 softkeys)  
A large LCD display that shows call details and  
softkey functions  
An internal, two-way, full-duplex speakerphone  
and microphone mute  
Cisco IP Phone 7940  
The Cisco IP Phone model 7940, a two-line business  
set with features similar to the Cisco IP Phone model  
7960, includes the following features:  
A help (?) button  
Two programmable line, speed-dial, or feature  
buttons  
Four fixed buttons for accessing voice-messaging  
messages, services, and directories, and adjusting  
phone settings  
Four softkeys for accessing additional call details  
and functionality (softkeys change depending  
upon the call state for a total of 16 softkeys)  
A large LCD display that shows call details and  
softkey functions  
An internal, two-way, full-duplex speakerphone  
and microphone mute  
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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. Features include:  
A pixel-based display for intuitive access to  
calling features.  
Two soft keys that dynamically present calling  
options to the user.  
A four-way rocker switch allowing easy  
movement through the displayed information.  
Volume control for easy decibel-level adjustments  
of the handset and ringer when in use.  
Cisco IP Phone 7912G The Cisco IP Phone 7912G, which is a single-line  
phone that supports a maximum of two calls at the  
same time, provides basic-feature functionality for  
individuals who conduct low to medium telephone  
traffic.  
This model, which supports inline power, provides an  
integrated 10/100 Ethernet switch for connectivity to a  
collocated PC.  
This model offers four dynamic softkeys.  
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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.  
The Cisco IP Phone 7914 Expansion Module includes  
an LCD to identify the function of the button and the  
line status.  
You can daisy chain two Cisco IP Phone 7914  
Expansion Modules to provide 28 additional lines or  
speed-dial and feature buttons.  
Cisco IP Phone 7910  
The Cisco IP Phone 7910, a single-line, basic-feature  
phone that is designed primarily for common-use areas  
with medium telephone traffic such as lobbies or  
breakrooms, includes the following features:  
Four dedicated feature buttons for Line, Hold,  
Transfer, and Settings  
Six programmable feature buttons that you can  
configure through phone button templates in  
Cisco CallManager  
Available features include Call Park, Redial,  
Speed Dial, Call Pickup, Conference, Forward  
All, Message Waiting, and Meet-Me Conference.  
A two-line LCD display (24 characters per line)  
that indicates the directory number, call status,  
date, and time  
An internal speaker that is designed for hands-free  
dialing.  
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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:  
LCD that displays features such as time, date,  
phone number, caller ID, call status, and softkey  
tabs  
Four softkeys that engage any of the functions that  
display on the corresponding LCD screen tabs.  
Softkey functions change depending on the status  
of the phone  
Three dedicated buttons for Hold, Menu, and  
Navigation  
An internal speaker that is designed for hands-free  
dialing  
Cisco IP Phone model The Cisco IP Phone 7902G provides a cost-effective,  
7902G  
entry-level IP phone for a lobby, laboratory,  
manufacturing floor, or another area where only basic  
calling capability is required. The single-line Cisco IP  
Phone 7902G includes the following features:  
Fixed feature keys that provide one-touch access  
to the redial, transfer, conference, and voice-mail  
access features  
Three dedicated buttons for hold, menu, and  
volume control  
Inline power which allows the phone to receive  
power over the LAN  
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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 include Call Park, Call Pick Up,  
Group Call Pick Up, Transfer, and Conference  
(Ad Hoc and Meet-Me).  
An LCD display that indicates the date and time,  
calling party name, calling party number, digits  
dialed, feature, and line status  
A digitally tuned speaker and three microphones  
that allow conference participants to move around  
while speaking  
Microphone mute  
Ability to add external microphones to support  
larger rooms  
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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 include Call Park, Call Pick Up,  
Group Call Pick Up, Transfer, and Conference  
(Ad Hoc and Meet-Me).  
An LCD display that indicates the date and time,  
calling party name, calling party number, digits  
dialed, feature, and line status  
A digitally tuned speaker and three microphones  
that allow conference participants to move around  
while speaking  
Microphone mute  
Cisco IP Phone 12 SP+ The Cisco IP Phone model 12 SP+ offers many of the  
same features as PBX or POTS telephones. This IP  
phone includes the following features:  
12 programmable line and feature buttons  
An LED that is associated with each of the 12  
feature and line buttons to indicate feature and line  
status  
A two-line LCD display (20 characters per line)  
for call status and identification  
An internal, two-way speakerphone and  
microphone mute  
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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. This IP  
phone includes the following features:  
26 programmable line and feature buttons  
An LED that is associated with each of the 26  
feature and line buttons to indicate feature and line  
status  
A two-line LCD for displaying date and time,  
calling party name, calling party number, and  
digits dialed  
An internal, two-way speakerphone with  
microphone mute  
Dedicated feature buttons for Transfer, Hold, and  
Redial  
H.323 Clients and CTI Ports  
Cisco CallManager Administration enables you to configure software-based  
devices such as H.323 clients and CTI ports. Software-based Cisco CallManager  
applications such as Cisco SoftPhone, Cisco AutoAttendant, and Cisco IP  
Interactive Voice Response (IVR) use CTI ports that are virtual devices.  
H.323 clients include Microsoft NetMeeting devices.  
You configure H.323 clients and CTI ports through the Phone Configuration  
window in Cisco CallManager Administration like you do phones, but they often  
Note  
Cisco recommends that you do not configure CTI ports or devices that use TAPI  
applications in a line group.  
For information on H.323 clients and shared line appearances, see the “Shared  
Line Appearance” section on page 40-26.  
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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.  
This interaction with Cisco CallManager means that Cisco IP Communicator  
provides the same functionality as a full-featured Cisco IP Phone, while providing  
the portability of a desktop application. Additionally, it means that you administer  
Cisco IP Communicator as a phone device by using the Cisco CallManager  
Administration Phone Configuration window.  
Phone Button Templates  
Cisco CallManager includes several default phone button templates. When adding  
phones, you can assign one of these templates to the phones or create a new  
template.  
Creating and using templates provides a fast way to assign a common button  
configuration to a large number of phones. For example, if users in your company  
do not use the conference feature, you can create a template that reassigns this  
button to a different feature, such as speed dial.  
To create a template, you must make a copy of an existing template and assign the  
template a unique name. You can make changes to the custom templates that you  
created, and you can change the labels of the default phone button templates. You  
cannot change the function of the buttons in the default templates. You can rename  
existing templates and modify them to create new ones, update custom templates  
to add or remove features, lines, or speed dials, and delete custom templates that  
are no longer being used. When you update a template, the change affects all  
phones that use the template.  
Renaming a template does not affect the phones that use that template. All  
Cisco IP Phones that use this template continue to use this template after it is  
renamed.  
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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.  
You can delete phone templates that are not currently assigned to any phone in  
your system if they are not the only template for a given phone model. You cannot  
delete a template that is assigned to one or more devices or the default template  
for a model (specified in the Device Defaults Configuration window). You must  
reassign all Cisco IP Phones that are using the template that you want to delete to  
a different phone button template before you can delete the template.  
Note  
The standard phone button template for the Cisco IP Phone Model 7960, which  
supports the Cisco IP Phone Model 7914 Expansion Module, includes buttons for  
both devices (up to 34 buttons).  
Use the Dependency Records link on the Phone Button Template Configuration  
window to view the devices that are using a particular template.  
Cisco CallManager does not directly control all features on Cisco IP Phones  
through phone button templates. Refer to the Cisco IP Phone Administration  
Guide for Cisco CallManager and other phone documentation for detailed  
information about individual Cisco IP Phone 7900 family models.  
Default Phone Button Templates  
Although all Cisco IP Phones support similar features, you implement these  
features differently on various models. For example, some models configure  
features such as Hold or Transfer by using phone button templates; other models  
have fixed buttons or onscreen program keys for these features that are not  
configurable. Also, the maximum number of lines or speed dials that are  
supported differs for some phone models. These differences require different  
phone button templates for specific models.  
Each Cisco IP Phone model comes with a default phone button template. You can  
use the default templates as is to quickly configure phones. You can also copy and  
modify the templates to create custom templates.  
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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. Table 40-2  
provides descriptions of the default phone button template for each  
Cisco IP Phone model.  
Table 40-2 Default Phone Button Tem plates Listed by Model  
Cisco IP Phone Model Default Phone Button Template Description  
Cisco IP Phone 7970  
The default Cisco IP Phone 7970 template uses  
buttons 1 and 2 for lines and assigns buttons 3 through  
8 as speed dials. Access other phone features, such as  
call park, call forward, redial, hold, resume, voice  
messaging system, conferencing, and so on using  
softkeys on the Cisco IP Phone 7970.  
Cisco IP Phone 7960  
The default Cisco IP Phone 7960 template uses  
buttons 1 and 2 for lines and assigns buttons 3 through  
34 as speed dials or lines or for the features privacy and  
service URL. Access other phone features, such as  
abbreviated dial, call park, call forward, redial, hold,  
resume, call back, conferencing, and so on, by using  
softkeys on the Cisco IP Phone 7960.  
Cisco IP Phone 7940  
The Cisco IP Phone 7940 comes with a preconfigured  
one-line phone button template (button 1 for line 1 and  
button 2 for speed dial). Access phone features, such  
as abbreviated dial, call park, call forward, redial,  
hold, resume, call back, conferencing, and so on, by  
using softkeys on the Cisco IP Phone 7940.  
Cisco IP Phone 7920  
Cisco IP Phone 7912  
The default phone button template for the Cisco IP  
Phone 7920 uses buttons 1 and 2 for lines and assigns  
buttons 3 through 6 for speed dials.  
The default phone button template for the  
Cisco IP Phone 7912 uses button 1 for line 1, buttons  
2 through 5 for speed dial, button 6 for Hold, and  
button 7 for Settings.  
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Chapter 40 Cisco IP Phones  
Phone Button Templates  
Table 40-2 Default Phone Button Tem plates 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.  
Cisco IP Phone 7905  
Cisco IP Phone 7902  
The default phone button template for the  
Cisco IP Phone 7905 uses button 1 for line 1, buttons  
2 through 5 for speed dial, button 6 for Hold, and  
button 7 for Settings.  
The default phone button template for the  
Cisco IP Phone 7902 uses button 1 for line 1, buttons  
2 through 5 for speed dial, button 6 for Hold, and  
button 7 for Settings.  
Cisco IP Conference  
Station 7936  
The default phone button template, which is not  
configurable, for the Cisco IP Conference Station 7936  
uses button 1 for line 1.  
Cisco IP Conference  
Station 7935  
The default phone button template, which is not  
configurable, for the Cisco IP Conference Station 7935  
uses button 1 for line 1.  
Cisco IP Phone 30 SP+ The default Cisco IP Phone model 30 SP+ template  
uses buttons 1 through 4 for lines, and button 5 for call  
park; button 6 through 8 and 17 through 21 remain  
undefined, and button 9 through 13 and 22 through 25  
apply for speed dial; button 14 applies for message  
waiting indicator, button 15 for forward, and button 16  
for conference.  
Note  
For only the Cisco IP Phone model 30 SP+,  
assign button 26 for automatic echo  
cancellation (AEC).  
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Chapter 40 Cisco IP Phones  
Phone Button Templates  
Table 40-2 Default Phone Button Tem plates 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.  
Cisco IP Phone  
12 Series, including  
the 12 S, 12 SP, and  
12 SP+  
The default Cisco IP Phone 12 Series template uses  
buttons 1 and 2 for lines, button 3 for redial, buttons 4  
through 6 for speed dial, button 7 for hold, button 8 for  
transfer, button 9 for forwarding, button 10 for call  
park, button 11 for message waiting, and button 12 for  
conference.  
Cisco VGC Virtual  
Phone  
The default phone button template for the Cisco VGC  
Virtual Phone uses button 1 for a line and buttons 2  
through 10 for speed dials.  
Cisco ATA 186 (and  
188)  
The default phone button template for the  
Cisco ATA 186 and Cisco ATA 188 uses button 1 for  
a line and buttons 2 through 10 for speed dials.  
Cisco IPMA Assistant The default phone button template for the Cisco IPMA  
7960  
Assistant uses button 1 and buttons 7 through 12 for  
lines, buttons 2 through 6 and buttons 17 through 34  
for speed dials.  
ISDN BRI Phone  
The default phone button template for the ISDN BRI  
phone uses button 1 for line 1.  
Cisco IP  
Communicator  
The default Cisco IP Communicator template uses  
buttons 1 and 2 for lines and assigns buttons 3 through  
8 as speed dials. Access other phone features, such as  
call park, call forward, redial, hold, resume, voice  
messaging system, conferencing, and so on using  
softkeys (by configuring the softkey template to the  
phone).  
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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. If you  
create a custom template for employees in your company to use, make sure  
that it includes the following features and that you describe them on the quick  
reference card that you create for your users.  
Cisco IP Phone 7970, 7960, 7940—Line (one or more)  
Cisco IP Phone 7912—Line, speed dial, hold, and settings  
Cisco IP Phone 7910—Forward all  
Cisco IP Phone 7905 and 7902—Line, speed dial, hold, and settings  
Cisco IP Phone model 12 SP+—Line (one or more), hold, call park, and  
forward all  
Cisco IP Phone model 30 VIP—Line (one or more), call park, and  
forward all  
Cisco VGC Virtual Phone and Cisco ATA 186 (and 188)—Line and  
speed dials  
Consider the nature of each feature to determine how to configure your phone  
button template. You might want to assign multiple buttons to speed dial and  
line; however, you usually require only one of the other phone button features  
that are described in Table 40-3.  
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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. Users do not need to press  
this button when speakerphone is not in use. This  
feature requires no configuration for it to work.  
Answer/release  
Auto answer  
In conjunction with a headset apparatus, the user can  
press a button on the headset apparatus to answer and  
release (disconnect) calls.  
If this feature is programmed on the template, activating  
this button causes the speakerphone to go off hook  
automatically when an incoming call is received.  
Note  
You configure this feature for some phones  
models through the Phone Button Template  
window. You configure this feature for some  
phone models in the Phone Configuration  
window.  
Call park  
In conjunction with a call park number or range, when  
the user presses this button, call park places the call at a  
directory number for later retrieval. You must have a call  
park number or range that is configured in the system for  
this button to work, and you should provide that number  
or range to your users, so they can dial in to the  
number(s) to retrieve calls.  
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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. You must make sure that an  
ad hoc conference bridge device is configured in  
Cisco CallManager Administration for this button to  
work. See Conference Bridges for more information.  
Forward all  
Users press this button to forward all calls to the  
designated directory number. Users can designate  
forward all in the Cisco IP Phone Configuration  
windows, or you can designate a forward all number for  
each user in Cisco CallManager Administration.  
Hold  
Users press this button to place an active call on hold. To  
retrieve a call on hold, users press the flashing line  
button or lift the handset and press the flashing line  
button for the call on hold. The caller on hold receives a  
tone every 10 seconds to indicate the hold status or  
music (if the Music On Hold feature is configured). The  
hold tone feature requires no configuration to work.  
Line  
Users press this button to dial a number or to answer an  
incoming call. You must have added directory numbers  
on the user phone for this button to work.  
Meet-Me conference When users press this button, they initiate a meet-me  
conference, and they expect other invited users to dial in  
to the conference. Only the person who initiates a  
meet-me conference needs a meet-me button. You must  
make sure that a meet-me conference device is  
configured in Cisco CallManager Administration for  
this button to work.  
Message waiting  
Users press this button to connect to the  
voice-messaging system.  
None  
Use None to leave a button unassigned.  
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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.  
Speed-dial  
Transfer  
Users press this button to speed dial a specified number.  
System administrators can designate speed-dial  
numbers in Cisco CallManager Administration. Users  
can designate speed-dial numbers in the Cisco IP Phone  
User Options Menu.  
Users press this button to transfer an active call to  
another directory number. This feature requires no  
configuration to work.  
Softkey Templates  
Use softkey templates to manage softkeys that are associated with applications  
such as Cisco IPMA or call-processing features such as Cisco Call Back on the  
Cisco IP Phones. The administrator uses the Softkey Template Configuration  
windows in Cisco CallManager Administration to create and update softkey  
templates.  
Cisco CallManager supports two types of softkey templates: standard and  
nonstandard. Standard softkey templates in the Cisco CallManager database  
contain the recommended selection and positioning of the softkeys for an  
application. Cisco CallManager provides the following standard softkey  
templates:  
Standard User  
Standard Feature  
Standard IPMA Assistant  
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Chapter 40 Cisco IP Phones  
Softkey Templates  
Standard IPMA Manager  
Standard IPMA Shared Mode Manager  
Note  
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.  
The administrator creates a nonstandard softkey template by using the Softkey  
Template Configuration windows in Cisco CallManager Administration. To  
create a nonstandard softkey template, the administrator copies a standard softkey  
template and makes changes. The administrator can add and remove applications  
that are associated with any nonstandard softkey template. Additionally, the  
administrator can configure softkey sets for each call state for a nonstandard  
softkey template.  
The Softkey Template Configuration window lists the standard and nonstandard  
softkey templates and uses different icons to differentiate between standard and  
nonstandard templates.  
The administrator assigns softkey templates in the following Cisco CallManager  
Administration configuration windows:  
Device Pool Configuration  
Phone Configuration (Cisco IP Phones 7905, 7912, 7920, 7940, 7960, 7970)  
User Device Profile Configuration  
Add Application  
The administrator can add a standard softkey template that is associated with a  
Cisco application to a nonstandard softkey template. When the administrator  
clicks the Add Application button from the Softkey Template Configuration  
window, a separate window displays and allows the administrator to choose the  
standard softkey template that is to be added to the end of the nonstandard softkey  
template. Duplicate softkeys get deleted from the end of the set that is moving to  
the front of the set.  
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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.  
The number of softkeys in any given call state cannot exceed 16. An error message  
displays, and the add application procedure stops when the maximum number of  
softkeys is reached. The administrator must manually remove some softkeys from  
the call state before trying to add another application to the template.  
The Delete Application button allows the administrator to delete application  
softkey templates that are associated with a nonstandard softkey template. Only  
the softkeys that are associated with the application get deleted. When softkeys  
are commonly shared between applications, they remain in the softkey template  
until the last application that shares the softkeys is removed from the softkey  
template.  
Configure Softkey Layout  
The administrator can configure softkey sets for each call state for a nonstandard  
link from the Softkey Template Configuration window, the Softkey Layout  
Configuration window displays.  
The Softkey Layout Configuration window contains the following fields:  
Call states—Lists the different call states of a Cisco IP Phone. You cannot  
add, update, or delete call states. The highlighted call state indicates the  
chosen call state and the softkeys that are available for that call state.  
Table 40-4 lists the call states.  
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Table 40-4 Call States  
Call State  
Description  
Connected  
Displays when call is connected  
Connected  
Conference  
Consultation call for conference in connected call state  
Connected Transfer  
Digits After First  
Off Hook  
Consultation call for transfer in connected call state  
Off-hook call state after user enters the first digit  
Dial tone presented to phone  
Off Hook With  
Feature  
Off-hook call state for transfer or conference  
consultation call  
On Hold  
Call on hold  
On Hook  
Remote In Use  
Ring In  
Displays when no call exists for that phone  
Another device that shares the same line uses call.  
Call received and ringing  
Ring Out  
Call initiated and the destination ringing  
Unselected softkeys—Lists softkeys that are associated with a call state. This  
field lists the unselected, optional softkeys when the call state is highlighted.  
The softkeys that are listed in this field get added to the chosen softkeys field  
by using the right arrows. You can add the Undefined softkey more than once  
in the chosen softkey list. Choosing Undefined results in a blank softkey on  
the Cisco IP Phone.  
Selected softkeys—Lists softkeys that are associated with the chosen call  
state. This field lists the chosen softkeys when the call state is highlighted.  
The maximum number of softkeys in this field cannot exceed 16. See  
Figure 40-1 for a sample softkey layout.  
Note  
Cisco recommends that a softkey remain in the same position for each call state.  
This provides the user with consistency and ease of use; for example, the More  
softkey always appears in the fourth softkey position from the left for each call  
state.  
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Softkey Template Operation  
Figure 40-1 Sam ple Softkey Layout  
Softkey 1  
Softkey 4  
Softkey 7  
Softkey 10  
Softkey 13  
Softkey 16  
Softkey 2  
Softkey 5  
Softkey 8  
Softkey 11  
Softkey 14  
Softkey 3  
Softkey 6  
Softkey 9  
Softkey 12  
Softkey 15  
More  
More  
More  
More  
More  
More  
1
2
3
4
5
6
1
Softkey Template Operation  
For applications such as Cisco IPMA to support softkeys, ensure softkeys and  
softkey sets are configured in the database for each device that uses the  
application.  
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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). When  
a device resets, it may get a different softkey template or softkey layout because  
of updates that the administrator makes.  
Softkeys support a field called application ID. An application, such as Cisco  
IPMA, activates/deactivates application softkeys by sending a request to the  
device through the Cisco CTIManager and call processing with a specific  
application ID.  
When a user logs into the Cisco IPMA service and chooses an assistant for the  
service, the application sends a request to the device, through Cisco CTIManager  
and call processing, to activate all its softkeys with its application ID.  
At any time, several softkey sets may display on a Cisco IP Phone (one set of  
softkeys for each call).  
The softkey template that is associated with a device (such as a Cisco IP Phone)  
in the database designates the one that is used when the device registers with call  
processing. Perform the association of softkey templates and devices by using  
Softkey Template configuration in Cisco CallManager Administration. See  
“Softkey Template Configuration” in the Cisco CallManager Administration  
Guide.  
Methods for Adding Phones  
You can automatically add phones to the Cisco CallManager database by using  
auto-registration, manually by using the phone configuration windows, or in  
groups with the Bulk Administration Tool (BAT).  
By enabling auto-registration before you begin installing phones, you can  
automatically add a Cisco IP Phone to the Cisco CallManager database when you  
connect the phone to your IP telephony network. For information on enabling  
auto-registration, refer to “Enabling Auto-Registration” in the  
Cisco CallManager Administration Guide. During auto-registration,  
Cisco CallManager assigns the next available sequential directory number to the  
phone. In many cases, you might not want to use auto-registration; for example,  
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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.  
If you do not use auto-registration, you must manually add phones to the  
Cisco CallManager database or use the Bulk Administration Tool (BAT). BAT, a  
plug-in application, enables system administrators to perform batch add, modify,  
and delete operations on large numbers of Cisco IP Phones. Refer to the Bulk  
Administration Tool Guide for Cisco CallManager for detailed instructions on  
using BAT.  
Directory Numbers  
Using Directory Number Configuration in Cisco CallManager Administration,  
you can configure and modify directory numbers (lines) that are assigned to  
phones. Keep in mind, however, that directory numbers do not always associate  
with devices (see the “Managing Directory Numbers” section on page 40-30).  
You can configure up to 200 calls for a line on a device in a cluster, with the  
limiting factor being the device. As you configure the number of calls for one line,  
the calls available for another line decrease. Cisco IP Phones that support the  
multicall display (such as a Cisco IP Phone 7960) support up to 200 calls per DN  
and 2 calls per DN for non-multicall display devices (such as Cisco IP Phone  
7905).  
The Cisco IP Phone displays the following information about each line:  
Unique call identifier (from 1 to 200). This identifier is consistent across all  
multicall display devices that have a shared line appearance.  
Call select status, an icon which shows the state of the currently selected call.  
Call information such as calling party or called party.  
Call state icon such as connected or hold.  
Duration of a call  
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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. For example, if directory  
number 9600 on phone A is in the partition called Dallas and on phone B in the  
partition called Texas, then that directory number is not a shared line appearance.  
(The directory number 9600 for phone A and phone B must be in the same  
partition; for example, Dallas.)  
In a shared line appearance, for example, you can set up a shared line, so a  
directory number appears on line 1 of a manager phone and also on line 2 of an  
assistant phone. Another example of a shared line would be a single incoming 800  
number that is set up to appear as line 2 on every sales representative phone in an  
office. You can also choose to update a directory number and have the updates  
apply to all devices that share the directory number.  
The following information provides tips and lists the restrictions for using shared  
line appearances with Cisco CallManager:  
Shared Line Tips  
You create a shared line appearance by assigning the same directory number  
and partition to different devices.  
If other devices share a line, the words Shared Line display in red next to the  
directory number in the Directory Number Configuration window in  
Cisco CallManager Administration.  
If you change the Calling Search Space or Call Forward and Pickup settings  
on any device that uses the shared line, the changes apply to all devices that  
use that shared line.  
To stop sharing a line appearance on a device, change the directory number  
or partition name for the line and update the directory number in the  
Directory Number Configuration window in Cisco CallManager  
Administration.  
In the case of a shared line appearance, Remove From Device removes the  
directory number on the current device only and does not affect other devices.  
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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. For limitations, see the “Shared Line Restrictions” section on  
page 40-29.  
Call information (such as calling party or called party) displays on all devices  
sharing a line. If the Privacy feature is turned on by one of the devices, other  
devices sharing the line will not see outbound calls made from the device that  
turned privacy on. Inbound calls to the shared line will still be seen by all  
devices  
Devices with shared line appearances can initiate independent transfer  
transactions.  
Devices with shared line appearances can initiate independent conference  
transactions.  
Devices with shared line appearance support the Call Forward Busy Trigger  
and the Maximum Number of Calls settings. You can configure Call Forward  
Busy Trigger per line appearance, but the configuration cannot exceed the  
maximum number call setting for that directory number.  
The following example demonstrates how three Cisco IP Phones with the  
same shared line appearance, directory number 2000, use Call Forward Busy  
Trigger and Maximum Number of Calls settings. This example assumes that  
two calls occur. The following values have been configured for the devices:  
Cisco IP Phone 1—Configured for a maximum call value of 1 and busy  
trigger value of 1  
Cisco IP Phone 2—Configured for a maximum call value of 1 and busy  
trigger value of 1  
Cisco IP Phone 3—Configured a for maximum call value of 2 and busy  
trigger value of 2  
When User 1 dials directory number 2000 for the first call, all three devices  
ring. The user for the Cisco IP Phone 3 picks up the call, and the Cisco IP  
Phones 1 and 2 go to remote in use. When the user for Cisco IP Phone 3 puts  
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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. This example assumes that two calls occur. The  
following values have been configured for the devices:  
H.323 client—Configured for a maximum call value of 1 and busy trigger  
value of 1  
MGCP POTS Phone—Configured for a maximum call value of 1 and  
busy trigger value of 1  
Cisco IP Phone—Configured for a maximum call value of 2 and busy  
trigger value of 2  
When User 1 dials directory number 2000 for the first call, all three devices  
ring. The user for the Cisco IP Phone picks up the call; when the user for  
Cisco IP Phone puts the call on hold, the user(s) for H323 client and MGCP  
POTS Phone cannot retrieve the call. If User 2 dials directory number 2000  
for the second call, only the Cisco IP Phone rings. Users for the MCGP POTS  
Phone or the H.323 Client cannot answer the call.  
For information on Maximum Number of Calls setting, refer to the “Directory  
Number Configuration Settings” in the Cisco CallManager Administration  
Guide.  
The check box, Update Directory Number of All Devices Sharing this Line,  
in the Directory Number Configuration window, determines whether a shared  
directory number gets updated to all devices sharing the number. Refer to the  
“Update Directory Number of All Devices Sharing this Line” section on  
page 40-30 for more information.  
A shared line phone should not be able to interact with the call that it rejects,  
due to the limitation of the maximum number of calls per DN or for other  
reasons. For example, A and Ashare the same DN. Aand A have the  
maximum number of calls set to 1 and 2, respectively. When C and D call the  
share line DN, Aanswers these two calls. A can only interact with the first  
call, as it rejects the second call due to its own maximum number of calls per  
DN limitation. For this reason, Cisco recommends that the same value be  
configured for the maximum number of calls for all shared line MCID  
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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. The newly  
registered device cannot resume any held call if the call started before this  
device was registered with the Line Control. For example, A and Ashare the  
same line, A is powered down (or logged out for the extension mobility user),  
and A’s receives an active call. After phone A is on and it registers with  
Cisco CallManager, A should not see the existing active call in this line.  
If shared line phones’ calls should interact with each other, Cisco  
recommends that you set the maximum number of calls for all shared lines  
MCID devices to 2*N, where N is the number of shared line devices.  
Shared Line Restrictions  
Do not use shared lines for Cisco CallManager Attendant Console pilot points  
or hunt group members. The phone that acts as the attendant console supports  
shared lines.  
Do not use shared line appearances on any Cisco IP Phone that requires  
auto-answer capability and do not turn on auto answer for a shared line  
appearance.  
Do not configure shared line appearances on the primary lines of the phones;  
for example, if two phones have a shared line appearance, only one of the  
phones should have the primary line configured as shared (the other phone  
should have the secondary line configured as shared).  
Barge and Privacy work with shared lines only.  
Cisco recommends that you do not configure shared lines for Cisco IP  
Phones, H.323 clients, and MGCP POTS phones; likewise, Cisco  
recommends that you do not configure shared lines for H.323 clients and  
MGCP POTS phones. If you configure the same shared line appearance for a  
H.323 client, a MGCP POTS phone, for example, NetMeeting, and a Cisco IP  
Phone, you cannot use the hold/resume feature on the H.323 client or MGCP  
POTS Phone.  
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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. Use the Route  
Plan Report window to delete or update unassigned directory numbers from  
Cisco CallManager database.  
Note  
Do not associate a directory number with a CTI route point or CTI port if the  
directory number is a member of a line group.  
The Directory Number Configuration window contains two check boxes: Active  
and Update Directory Number of All Device Sharing this Line.  
Active Check Box  
The Active check box, which only displays for unassigned directory numbers,  
determines whether the directory number gets loaded and used by  
Cisco CallManager. By checking the check box, the directory number gets loaded  
and used by Cisco CallManager. For example, the directory number belonged to  
an employee who left the company. The directory number had certain settings  
configured, like call forwarding to voice messaging. By leaving the directory  
number active, a call that is intended for the directory number will get forwarded.  
This eliminates the need to reconfigure another employee to have the same call  
forwarding options. If the check box is not checked, then the directory number  
will not get loaded by Cisco CallManager, resulting in settings configured for that  
DN to not be used (for example, call forward destinations) and callers will not get  
their call forwarded properly.  
Update Directory Number of All Devices Sharing this Line  
This check box determines whether a shared directory number gets updated to all  
devices sharing the number. By checking the check box, all devices sharing the  
directory number will receive the directory number change. By leaving the check  
box unchecked, only the current device displayed in the window gets the directory  
number changed and all other devices sharing the directory number remain  
unchanged.  
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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. For  
information about deleting and updating unassigned directory numbers, see  
“Deleting Unassigned Directory Numbers” and “Updating Unassigned Directory  
Numbers” in the Cisco CallManager Administration Guide.  
Making and Receiving Multiple Calls Per Directory Number  
Cisco CallManager supports various behaviors when users make and receive  
multiple calls per DN: Transfer/Direct Transfer and Conference/Join.  
Transfer allows different line appearances in one device to initiate independent  
transfer transactions and allows multiple transfer transactions per line appearance  
per device.  
Conference allows different line appearances in one device to initiate independent  
conference transactions and allows multiple conference transactions per line  
appearance per device.  
Note  
Devices that do not support multicall display, such as Cisco IP Phone Model  
7910, cannot transfer or conference two existing calls together.  
Transfer and Conference Behavior  
If only one active call exists on the directory number, the first invocation of a  
feature results in putting the active call on hold and initiating a new call by using  
the same directory number. When the new call gets set up, the second invocation  
of the same feature starts the feature operation. The first invocation of  
Transfer/Conference will always initiate a new call by using the same directory  
number, after putting the active call on hold.  
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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. To implement Join, choose at least two calls and then press the Join  
softkey on one of the calls. Join can include more than two calls, which  
results in a call with more than three parties. Join supports up to 16  
participants in a call. To choose an active or held call highlight the call and  
press the “Select” softkey. A selected call has a checked indicator shown next  
to it on the phone. The call that initiates the Join gets automatically included,  
even if not selected.  
Onhook Call Transfer  
Modifications to the Call Transfer feature add the onhook (hangup) action as a  
possible last step to complete a call transfer. The Transfer On-hook Enabled  
service parameter, which enables onhook call transfer, must be set to True for  
onhook call transfer to succeed. If the service parameter is set to False, the onhook  
action ends the secondary call to the third party.  
In the existing implementation, if user B has an active call on a particular line  
(from user A) and user B has not reached the maximum number of calls on this  
line, the Cisco IP Phone provides a Transfer softkey to user B. If user B presses  
the Transfer softkey (or Transfer button, if available) once, user B receives dial  
tone and can make a secondary call: user B dials the number of a third party (user  
C). Cisco CallManager provides a Transfer softkey to user B again. If user B  
presses the Transfer softkey again (or Transfer button, if available), the transfer  
operation completes.  
With the new onhook call transfer implementation, user B can hang up after  
dialing user C’s number, and the transfer completes. Both the existing and new  
implementations work in both the case of a blind transfer (user B disconnects  
before user C answers) and also in the case of a consult transfer (user B waits for  
user C to answer and announces the call from user A).  
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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.  
Barge and Privacy  
The Barge and Privacy features work together. Both features work with shared  
lines only.  
Barge adds a user to a call that is in progress. Pressing the Barge of cBarge softkey  
automatically adds the user (initiator) to the shared line call (target), and the users  
currently on the call receive a tone. Barge supports built-in conference and shared  
conference bridges.  
Privacy allow a user to allow or disallow other users of shared-line devices to view  
its call information or to allow another user to barge into its active calls.  
For more information about Barge and Privacy, refer to Barge and Privacy in the  
Cisco CallManager Features and Services Guide.  
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 Phones 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.  
For more information about the Call Back feature, refer to the Cisco CallManager  
Features and Services Guide and the user guide for the specific Cisco IP Phone.  
Call Forward  
Call forward allows a user to configure a Cisco IP Phone, so all calls that are  
destined for it ring another phone. Three types of call forward exist:  
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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. The administrator  
can enable or disable the calling line ID (CLID) and calling name ID (CNID). The  
display option gets configured for each line appearance.  
The call forward busy trigger gets configured for each line appearance in a cluster  
and cannot exceed the maximum number of calls that are configured for a line  
appearance. The call forward busy trigger determines how many active calls there  
are on a line before the call forward busy setting gets activated (for example, 10  
calls).  
The call forward no answer ring duration gets configured for each line appearance  
in a cluster, and the default specifies 12 seconds. The call forward no answer ring  
duration determines how long a phone rings before the call forward no answer  
setting gets activated.  
Tip  
Keep the busy trigger slightly lower than the maximum number of calls, so that  
users have the ability to make outgoing calls and perform transfers.  
Configure call forward in the Directory Number Configuration window in  
Cisco CallManager Administration.  
Call Park  
Call park allows a user to place a call on hold, so anyone who is configured to use  
call park on the Cisco CallManager system can retrieve it.  
For example, if a user is on an active call at extension 1000, the user can park the  
call to a call park extension such as 1234, and another use can dial 1234 to retrieve  
the call.  
To use call park, you must add the call park extension (in this case, 1234) in  
Cisco CallManager Administration when you are configuring phone features. For  
more information about call park, refer to Call Park in the Cisco CallManager  
Features and Services Guide.  
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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. If the service  
parameter, AutoCallPickupEnabled, is enabled, the Cisco CallManager  
automatically connects you to the incoming call after you press one of the  
following softkeys on the phone:  
Pickup—For call pickup (calls in your own pickup group)  
GPickup—For group call pickup (calls in another pickup group)  
OPickup—For other group call pickup (calls in a pickup group that is associated  
with your own pickup group)  
After the call pickup feature is automated, you need to use only one keystroke for  
a call connection except for group call pickup. You dial the DN of that other  
pickup group after you press the GPickup softkey on the phone.  
Note  
CTI applications supports monitoring the party whose call is picked up. CTI  
applications does not support monitoring the pickup requester or the destination  
of the call that is picked up. Hence, Cisco IPMA does not support auto call pickup  
(one-touch call pickup).  
You configure the call pickup feature when you are configuring phone features in  
Cisco CallManager.  
When adding a line, you can indicate the call pickup group. The call pickup group  
indicates a number that can be dialed to answer calls to this directory number (in  
the specified partition). For more information about call pickup, refer to the “Call  
Pickup” section on page 31-1 and the “Pickup Group Configuration” chapter of  
the Cisco CallManager Administration Guide.  
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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. In other words, selecting a call instance will lock it from other  
devices that share the same line appearance.  
Selected calls are identified by a special display symbol.  
Call Waiting  
Call waiting lets users receive a second incoming call on the same line without  
disconnecting the first call. When the second call arrives, the user receives a brief  
call waiting indicator tone, which is configured with the Ring Setting (Phone  
Active) in the Directory Number Configuration window.  
Configure call waiting in the Directory Number Configuration window in  
Cisco CallManager Administration by setting the busy trigger (greater than 2) and  
maximum number of calls.  
Tip  
To configure call waiting for phones with no display (such as the  
Cisco IP Phone Model 30 VIP) set the busy trigger to 2 and the maximum number  
of calls to 2.  
Conference List  
The conference list feature provides a list of participant directory numbers that are  
in an ad hoc conference. The name of the participant displays if it is configured  
in Cisco CallManager Administration.  
Any participant can invoke the conference list feature on the phone and can view  
the participants. The conference controller can invoke the conference list feature  
and can view and remove any participant in the conference by using the Remove  
softkey.  
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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. When the call gets diverted, the line becomes available to make  
or receive new calls.  
Access the Immediate Divert feature by using the iDivert softkey. Configure this  
softkey by using the Softkey Template Configuration window of  
Cisco CallManager Administration. The softkey template gets assigned to phones  
For more information about Immediate Divert, refer to Immediate Divert in the  
Cisco CallManager Features and Services Guide.  
Join  
Using the Join softkey, a user can join up to 15 established calls (for a total of 16)  
to create a conference. For more information about Join, see the “Making and  
Receiving Multiple Calls Per Directory Number” section on page 40-31.  
Malicious Call Identification (MCID)  
The MCID feature provides a useful method for tracking troublesome or  
threatening calls. When a user receives this type of call, the Cisco CallManager  
system administrator can assign a new softkey template that adds the Malicious  
Call softkey to the user’s phone. For POTS phones that are connected to a SCCP  
gateway, users can use a hookflash and enter a feature code of *39 to invoke the  
MCID feature.  
For more information about MCID, refer to the “Malicious Call Identification”  
chapter in the Cisco CallManager Features and Services Guide.  
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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.  
As system administrator, you enable QRT functionality by creating, configuring,  
and assigning a softkey template to associate the QRT softkey on a user’s IP  
phone. You can choose from two different user modes, depending upon the level  
of user interaction that you want with QRT. You then define how the feature will  
work in your system by configuring system parameters and setting up  
Cisco CallManager Serviceability tools. You can create, customize, and view  
phone problem reports by using the QRT Viewer application.  
Support for the QRT feature extends to any model IP phone that includes the  
following capabilities:  
Support for softkey templates  
Support for IP phone services  
Controllable by CTI  
Contains an internal HTTP server  
Note  
For more information, refer to the following URL for the appropriate  
Cisco IP Phone guide for your phone model:  
When users experience problems with their IP phones, they can report the type of  
problem and other relevant statistics by pressing the QRT softkey on the  
Cisco IP Phone during one of the following call states:  
Connected  
Connected Conference  
Connected Transfer  
On Hook  
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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. For more information about configuring and using the  
QRT Viewer, refer to the Cisco CallManager Serviceability Administration  
Guide.  
For information about the user interface, refer to the appropriate Cisco IP Phone  
Guide for your model IP phone and the Cisco IP Phone Administration Guide for  
Cisco CallManager.  
Service URL  
You can also configure a Cisco IP Phone Service URL, such as the Extension  
Mobility service, to a phone button. When the button gets pressed, the service gets  
invoked.  
To configure a service URL on a phone button for the user, the administrator  
performs the following steps:  
1. Using Cisco IP Phone Services Configuration, create a service.  
2. Using Phone Button Configuration, create a custom phone button template to  
include the service URL feature.  
3. Using Phone Configuration, add the custom phone button template to each  
phone that requires the service URL button.  
4. Using Phone Configuration, subscribe to each appropriate service.  
5. Using Phone Configuration, add the service URL button.  
6. Notify the users to configure services for their phone by using the  
Add/Update your Service URL Buttons link on the User Options Menu.  
Speed Dial and Abbreviated Dial  
Cisco CallManager supports the configuration of up to 99 speed-dial entries,  
which are accessed through phone buttons and abbreviated dialing.  
When the user configures up to 99 speed-dial entries, part of the speed-dial entries  
can be assigned to the speed-dial buttons on the IP phone; the remaining  
speed-dial entries are used for abbreviated dialing. When a user starts dialing  
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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. When users have control of a  
phone, they can control certain settings for that phone, such as speed dial and call  
forwarding. For more information on associating phones with users, refer to  
“Associating Devices to a User” in the Cisco CallManager Administration Guide.  
Phone Administration Tips  
The following sections contain information that might help you configure phones  
in the Cisco CallManager Administration.  
Phone Search  
The following sections describe how to modify your search to locate a phone. If  
you have thousands of Cisco IP Phones in your network, you might need to limit  
your search to find the phone that you want. If you are unable to locate a phone,  
you may need to expand your search to include more phones.  
Note  
Be aware that the phone search is not case sensitive.  
Searching by MAC Address  
To search for a phone by its MAC address, choose Device Name and ends with,  
and enter the last four or five characters in the MAC address.  
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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.  
Searching by Call Pickup Group  
To search for a phone by its call pickup group, choose Call Pickup Group and  
choose a call pickup group name, then click the Find button. Alternatively, click  
the Find button only.  
Searching by Directory Number  
To search for a phone by its directory number (DN), choose Directory Number  
and either enter a search criteria (such as begins with or ends with) or click the  
Find button.  
Note  
Some directory numbers do not associate with phones. To search for those  
directory numbers, which are called unassigned DN, use the Route Plan Report  
window.  
Searching by Using Wildcard Characters  
To search by using wildcard searches, check the Allow wildcard check box.  
Wildcard searches are checked by default. Refer to the following example for a  
description of how Cisco CallManager uses the wildcard search on a directory  
number.  
Note  
In the Find and List Phones window, Cisco CallManager recognizes only SQL  
wildcards. The asterisk (*) is not a recognized SQL wildcard. Use the percent sign  
(%) to search for any variable-length string of characters.  
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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). If you perform the same search  
with Allow wildcards check box unchecked, the result of the search includes only  
300[123] (the exact pattern). Table 40-5 lists the wildcard search strings that  
Cisco CallManager allows in the Find and List Phones window.  
Table 40-5 Wildcard Search Strings  
Wildcard Character  
Description  
Example  
_ (underscore)  
Any single character.  
Where au_fname LIKE  
“_ean” finds all  
four-letter first names  
that end with ean (Dean,  
Sean, Jean).  
[ ]  
Any single character  
within the specified  
range ([a-f]) or set  
([abcdef]).  
Where au_lname LIKE  
“[CP] arsen” finds author  
last names ending with  
arsen and beginning with  
any single character  
between C and P; for  
example, Carsen, Larsen,  
Karsen.  
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Phone Administration Tips  
Table 40-5 Wildcard Search Strings  
Wildcard Character  
Description  
Example  
[^]  
Any single character not Where au_lname LIKE  
within the specified  
range ([^a-f]) or set  
([^abcdef]).  
“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.  
Searching by Calling Search Space  
If you choose calling search space, the options that are available in the database  
display, you can choose one of these options from the drop-down list box below  
the Find button.  
Searching by Device Pool  
If you choose device pool, the options that are available in the database display  
(for example, default), you can choose one of these options from the drop-down  
list box below the Find button.  
Searching by LSC Status  
If you choose LSC status, the options that are available in the database display  
(for example, operation pending), you can choose one of these options from the  
drop-down list box below the Find button.  
Searching by Device Security Mode  
If you choose device security mode, the options that are available in the database  
display (for example, use system default), you can choose one of these options  
from the drop-down list box below the Find button.  
Finding All Phones in the Database  
To find all phones that are registered in the database, choose Device Name from  
the list of fields; choose “is not empty” from the list of patterns; then, click the  
Find button.  
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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.  
Messages Button  
By performing the following actions, you can configure a voice-messaging access  
number for the messages button on Cisco IP Phone models 7970, 7960, and 7940,  
so users can access the voice-messaging system by simply pressing the messages  
button:  
1. Configure the voice-mail pilot number by choosing Feature > Voice Mail >  
Voice Mail Pilot.  
2. Configure the voice-mail profile by choosing Feature > Voice Mail >  
Voice Mail Profile.  
3. Choose the appropriate profile from the Voice Mail Profile field on the  
Directory Number Configuration window. By default, this field uses the  
default voice-mail profile that uses the default voice-mail pilot number  
configuration.  
Note  
Note  
Typically, you can edit the default voice-mail pilot and default voice-mail profiles  
to configure voice-messaging service for your site.  
For more information on configuring a voice-messaging service, see Voice Mail  
Connectivity to Cisco CallManager, page 26-1.  
For the Cisco IP Phone models 12 SP+ and 30 VIP, you can use phone button  
templates to configure a button with the message-waiting feature for access to a  
voice-messaging service.  
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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.  
The URL Directories enterprise parameter defines the URL that points to the  
global directory for display on Cisco IP Phone models 7970, 7960, and 7940  
phones. The XML device configuration file for the phone stores this URL.  
Tip  
If you are using IP addresses rather than DNS for name resolution, make sure that  
the URL Directories enterprise parameter value uses the IP address of the server  
for the hostname.  
If the phone URL was not updated correctly after the URL Directories enterprise  
parameter was changed, try stopping and restarting the Cisco TFTP service; then,  
reset the phone.  
Cisco CallManager User Options  
Cisco IP Phone users can access the Cisco CallManager User Options through  
their web browser, so they can configure a variety of features on their phone.  
Some of the configurable features include call forward, speed dial, and personal  
address book. By setting enterprise parameters as either True or False,  
administrators can configure which features are made available to users; for  
example, the administrator can set the Show Speed Dial Settings enterprise  
parameter to False and users would not be able to configure speed dials on their  
phones.  
MaxPhonesFallBackQueueDepth Service Parameter  
The Cisco CallManager service uses the MaxPhonesFallBackQueueDepth  
service parameter to control the number of phones to queue on the higher priority  
Cisco CallManager when that Cisco CallManager is available for registration.  
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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.  
When the primary Cisco CallManager recovers, the phones get returned to that  
Cisco CallManager; however, you do not need to remove a phone from a working  
Cisco CallManager, in this case the secondary, as fast as possible because the  
phone is on a working system. The queue depth gets monitored (using the  
MaxPhonesFallBackQueueDepth service parameter setting) to determine whether  
the phone that is requesting registration gets registered now or later. If the queue  
depth is greater than 10 (default), the phone stays where it is and tries later to  
register to the primary Cisco CallManager.  
In the Service Parameters Configuration window, you can modify the  
MaxPhonesFallBackQueueDepth service parameter. If the performance value is  
set too high (the maximum is 500), phone registrations could slow the  
Cisco CallManager real-time response. If the value is set too low (the minimum  
is 1), the total time for a large group of phones to return to the primary  
Cisco CallManager will be long.  
Dependency Records  
If you need to find out what directory numbers a specific phone is using or what  
phones a directory number is assigned to, click the Dependency Records link that  
is provided on the Cisco CallManager Administration Phone Configuration or  
Directory Number Configuration window. The Dependency Records Summary  
window displays information about directory numbers that are using the phone.  
To find out more information about the directory number, click the directory  
number and the Dependency Records Details window displays. If the dependency  
records are not enabled for the system, the dependency records summary window  
displays a message.  
For more information about Dependency Records, refer to “Accessing  
Dependency Records” and “Removing a Directory Number from a Phone” in the  
Cisco CallManager Administration Guide.  
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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.  
Cisco CallManager Fails or Becomes Unreachable  
The active Cisco CallManager designation applies to the Cisco CallManager from  
which the phone receives call-processing services. The active Cisco CallManager  
usually serves as the primary Cisco CallManager for that phone (unless the  
primary is not available).  
If the active Cisco CallManager fails or becomes unreachable, the phone attempts  
to register with the next available Cisco CallManager in the Cisco CallManager  
Group that is specified for the device pool to which the phone belongs.  
The phone device reregisters with the primary Cisco CallManager as soon as it  
becomes available after a failure. See the “MaxPhonesFallBackQueueDepth  
Service Parameter” section on page 40-45 for information about phone  
registration during failover.  
Note  
Phones do not failover or fallback while a call is in progress.  
Phone is Reset  
If a call is in progress, the phone does not reset until the call finishes.  
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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.  
Table 40-6 Phone Configuration Checklist  
Configuration Steps  
Procedures and Related Topics  
Step 1  
Gather the following information about the phone:  
Phone Search, page 40-40  
Model  
MAC address  
Physical location of the phone  
Cisco CallManager user to associate with the phone  
Partition, calling search space, and location  
information, if used  
Number of lines and associated DNs to assign to the  
phone  
Step 2  
Step 3  
Step 4  
Add and configure the phone.  
Adding a Phone,  
Cisco CallManager  
Administration Guide  
Add and configure lines (DNs) on the phone. You can also Adding a Directory Number,  
configure phone features such as call park, call forward, Cisco CallManager  
and call pickup.  
Administration Guide  
Configure speed-dial buttons.  
Configuring Speed-Dial  
Buttons, Cisco CallManager  
Administration Guide  
You can configure speed-dial buttons for phones if you  
want to provide speed-dial buttons for users or if you are  
configuring phones that do not have a specific user who is  
assigned to them. Users can change the speed-dial  
settings on their phones by using Cisco IP Phone User  
Options.  
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Chapter 40 Cisco IP Phones  
Phone Configuration Checklist  
Table 40-6 Phone Configuration Checklist (continued)  
Configuration Steps  
Procedures and Related Topics  
Step 5  
Configure Cisco IP Phone services.  
Configuring Cisco IP Phones,  
Cisco CallManager  
Administration Guide  
You can configure services for Cisco IP Phone models  
7970, 7960, 7940, 7912, 7905, and Cisco IP  
Communicator if you want to provide services for users  
or if you are configuring phones that do not have a  
specific user who is assigned to them. Users can change  
the services on their phones by using the Cisco IP Phone  
User Options.  
Step 6  
Customize phone button templates and softkey templates, Adding Phone Button  
if required. Configure templates for each phone. Templates, Cisco CallManager  
Administration Guide  
Configuring Cisco IP Phones,  
Cisco CallManager  
Administration Guide  
Adding Nonstandard Softkey  
Templates, Cisco CallManager  
Administration Guide  
Step 7  
Assign services to phone buttons, if required.  
Adding a Cisco IP Phone  
Service to a Phone Button,  
Cisco CallManager  
Administration Guide  
Step 8  
Step 9  
Provide power, install, verify network connectivity, and Cisco IP Phone Administration  
configure network settings for the Cisco IP Phone.  
Guide for Cisco CallManager  
Associate user with the phone (if required).  
Associating Devices to a User,  
Cisco CallManager  
Administration Guide  
Step 10  
Make calls with the Cisco IP Phone.  
Refer to the user guide for your  
Cisco IP Phone.  
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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 Configuration, Cisco CallManager Administration Guide  
Barge and Privacy, Cisco CallManager Features and Services Guide  
Call Park, Cisco CallManager Features and Services Guide  
Immediate Divert, Cisco CallManager Features and Services Guide  
Quality Report Tool, Cisco CallManager Features and Services Guide  
Additional Cisco CallManager Documentation  
Phone administration documentation that supports your phone model and this  
version of Cisco CallManager  
Cisco IP Phone user documentation, including Getting Started documents  
Firmware release notes for your phone model  
Bulk Administration Tool Guide for Cisco CallManager  
Cisco IP Manager Assistant User Guide  
Cisco IP Communicator Administration Guide  
Cisco CallManager System Guide  
 
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