Unified Communications Manager 8.5 Administration

Transcription

1 Network Solutions Dealer Services Unified Communications Manager 8.5 Administration *356424* 2011 ADP, Inc.

2 These student course materials are the property of The Dealer Services Group of ADP, Inc. and are licensed to you for the sole purpose of giving necessary instructions in proper operation of the system. All these materials must be returned to ADP at its request. Any other use or application of these materials and the information contained herein is unauthorized and not endorsed by The Dealer Services Group of ADP, Inc. Printed material is registered by individual customer. There will be a $50 charge for every such assigned copy that cannot be recovered from the customer in its entirety originally as issued, and returned to The Dealer Services Group of ADP, Inc. upon request The Dealer Services Group of ADP, Inc. All rights reserved, including translation in the United States of America, as well as in Canada and other countries of the International Copyright Union. All rights reserved under Pan-American Copyright Conventions and under the Universal Copyright Convention. No part of these materials may be reproduced, translated, or appropriated in any form or by any means (including electronic, mechanical, or other, such as photocopying, recording, or any information storage and retrieval system) without permission in writing from the publisher. Inquiries should be addressed to: ADP, Inc. Dealer Services Group 1950 Hassell Rd. Hoffman Estates, Illinois (847) ADP-Autonom Robert Bosch Strasse Wulfrath, Germany ADP Dealer Services Ltd Sheppard Avenue East, 6th Floor North York, Ontario M2K 1E ADP Dealer Services (UK) Ltd. ADP House, Rawmarsh Road Rotherham, England S60 1RU Forms and Supplies toll free numbers: 800-ADP-ADP-ADP in U.S.A in Canada Printed in U.S.A.

3 Introduction ADP Training Locations United States Clifton NJ (973) Atlanta GA (678) Hoffman Estates IL (847) Dallas TX (214) LaPalma CA (714) Clackamas OR (503) Canada Toronto ON (416) Montreal QC (450) Vancouver BC (604) ADP, Inc. PRELIMINARY 1

4 Unified Communications Manager 8.5 Administration Welcome to ADP ADP Dealer Services is the second largest business unit of Automatic Data Processing, Inc. (NYSE:ADP) of Roseland, New Jersey. ADP Dealer Services provides integrated computing solutions to nearly 25,000 auto, truck, motorcycle, marine and recreational vehicle dealers throughout the world. ADP, Inc., with nearly $9 billion in revenues and more than 570,000 clients worldwide, is one of the largest providers of a broad range of premier, mission-critical, cost effective, transaction-processing and information-based business solutions. Some of the beneficial products ADP provides are: Accounting Payroll Finance & Insurance - Sales Management Parts Inventory & Invoicing Customer Satisfaction Management Service - Repair Order Invoicing, Dispatching, Electronic Repair Order Web-based Dealer Management Systems In addition, ADP Dealer Services works closely with key manufacturers to provide and enhance communication systems for dealer-to-factory use. All of these innovative computing services are designed to improve dealership efficiency and profitability ADP, Inc. PRELIMINARY

5 Introduction Table of Contents Frequently Asked Questions... 8 Resources adpdealerservices.com Learning Management System help.mynetworkphone.com Phone Administration Understanding the Different Phone Types Locating a Phone s MAC Address Logging In to Unified Communications Manager Administration Navigation Resetting a Phone Manage Users and Phones for Unified Communications Manager Changing an Existing Phone for a New User Removing a User from UCM Adding a New User Associating a User with a Phone Adding and Configuring a New Phone Configuring a Line for a Phone Unified Mobility Unified Mobility Overview Modifying User Configurations for Unified Mobility Creating Access Lists Creating Remote Destination Profiles Creating Remote Destination Numbers Phone Productivity Viewing the Route Plan Report Adding Extensions to a Call Pickup Group Changing Call Forwarding Options Adding Speed Dials Adding Entries in the Personal Address Book Setting up Fast Dial Positions Advanced UCM Configuration Changing the Music On Hold (MOH) Selection for a Group of Devices106 Hunt Group Introduction Setting Up a Line Group Setting Up a Hunt List Setting Up a Pilot Number Set up Call Park and Directed Call Park Numbers ADP, Inc. PRELIMINARY 3

6 Unified Communications Manager 8.5 Administration Subscribing a Phone to Extension Mobility Services Setting up Forced Authorization Codes Managing Network Phone Backups Managing Network Phone Backups Reports Administration Accessing CDR Analysis and Reporting Viewing Bills by Department Viewing Traffic Summary by Extension ADP, Inc. PRELIMINARY

7 Introduction Using This Manual This manual is designed to: Assist you during this course. Provide a reference manual for you back at your dealership. In this manual you will find: Screen examples to use as references. Checklists for step-by-step operations. Plenty of room in the margin for your notes. Exercises that give you a chance to practice what you learned. Common Instructions and Graphics When you see: It means: Tip. Tips give additional information or a reminder to assist you. This includes keystroke shortcuts. This indicates an exercise. This indicates a page has been provided for your additional notes. Stop. Wait before proceeding ADP, Inc. PRELIMINARY 5

8 Unified Communications Manager 8.5 Administration Notes ADP, Inc. PRELIMINARY

9 Introduction Course Objectives In this course you will learn about the following components of the ADP Network Phone Enterprise system: Overview of the hardware Accessing Unified Communications Manager Setting up and maintaining settings in Unified Communications Manager: Updating phone settings for new users Resetting phones Adding users Adding new phones and lines Setting up shared lines Setting up music on hold Setting up broadcast hunt groups Setting up forced authorization codes (FACs) Backing up the system Running basic call detail reports ADP, Inc. PRELIMINARY 7

10 Unified Communications Manager 8.5 Administration Frequently Asked Questions The following are scenarios that administrators for ADP s Network Phone system commonly encounter. 1. Our dealer group recently replaced an employee in the Sales department. What do I need to do to set up the new employee to use the old employee s phone and voice mail? If the previous employee s user name in the system was the extension of the phone: a. Change the First Name and Last Name in Unified Communications Manager (UCM) (see Adding a New User on page 43). b. Change the name on the directory lines for caller ID purposes (see Changing an Existing Phone for a New User on page 36). c. Change the First Name and Last Name in the user s Profile for Unity or Unity Connection (see the Unity or Unity Connection Administrator Guide). If the user name is a combination of the employee s first and last names: a. Create a new user in UCM (see Adding a New User on page 43). b. Associate the user name with the phone in UCM (see Associating a User with a Phone on page 48). c. Change the directory lines on the phone for caller ID purposes (see Changing an Existing Phone for a New User on page 36). d. Delete the previous employee from UCM (see Removing a User from on page 41). 2. We recently hired a new employee for a brand new position within the dealership. What do I need to do to set up this employee? a. Plug the employee s phone in, and add it to UCM (see Adding and Configuring a New Phone on page 51). b. Create a new user in UCM (see Adding a New User on page 43) ADP, Inc. PRELIMINARY

11 Introduction c. Associate the user to the phone (see Associating a User with a Phone on page 48). d. Set up a voice mail user for the employee (see the Unity or Unity Connection Administrator Guide). 3. I want to add a new speed dial on my phone for ADP Support. How can I set this up? Follow the steps in Adding Speed Dials on page Our general manager recently purchased a new model 7975 phone for his office. He has a 7960 in his office now, so what do I need to do to replace the 7960 with the 7975? a. Unplug the 7960 and plug in the b. Add the 7975 phone to UCM (see Adding and Configuring a New Phone on page 51). c. Configure all of the lines on the phone (Configuring a Line for a Phone on page 57). d. Associate the manager s user ID in UCM with the new phone (see Associating a User with a Phone on page 48) ADP, Inc. PRELIMINARY 9

12 Unified Communications Manager 8.5 Administration Resources adpdealerservices.com Log in to click the Member Login button, enter your User ID and Password, select Support Solutions from the drop-down list, and then click Login. Documentation user and technical guides. Knowledge Base search for answers to your questions. Training find out what s available. ADP Assistance Client Technical Assistance ADP Forms and Supplies In the U.S. call ADP-ADP-ADP In Canada call ADP, Inc. PRELIMINARY

13 Introduction ADP Training Click Training to view the many training offerings. Click Support for additional resources. Click Member Login to enter your adpdealerservices.com user-id and password or click Register to become a member. Click Training to view training options and the Learning Management System. Click Support Solutions to view cases, the Knowledge Base, and online documentation ADP, Inc. PRELIMINARY 11

14 Unified Communications Manager 8.5 Administration adpdealerservices.com Learning Management System Manage your learning with the web-based Learning Management System (LMS) available through adpdealerservices.com. Find course information, track your courses, and enroll online. A variety of learning options are available: E-Learning Provides access to training 24/7, via self paced courses available on the web at adpdealerservices.com Coach Learn from your dealership via the internet. Coach is a regularly scheduled, 1-2 hour class led by an ADP instructor. Class Traditional instructor led classes conducted in a regional ADP training center. Product Spotlight Preview an ADP product via the web, available 24/7 at adpdealerservices.com ADP, Inc. PRELIMINARY

15 Introduction help.mynetworkphone.com Access documentation and training resources from help.mynetworkphone.com ADP, Inc. PRELIMINARY 13

16 Unified Communications Manager 8.5 Administration Notes ADP, Inc. PRELIMINARY

17 Phone Administration Phone Administration Objectives In this chapter you will: Examine the different phone types your dealership uses Locate a phone s MAC Address Access Unified Communications Manager (UCM) Find a phone in UCM Reset a phone ADP, Inc. PRELIMINARY 15

18 Unified Communications Manager 8.5 Administration Understanding the Different Phone Types There are many different Cisco IP phones that your dealership can potentially use, although typically only a few will be used in your dealership. Available Phone Models Model 7911 Single line phone with LCD display and PC Port. Used for low to medium phone traffic. Model 7916 Expansion Adds 14 buttons to 7962/5. Two modules can be connected. Used for receptionist. Model 7925 Wireless phone with up to six lines. Color LCD display. Used by mobile workers. Model lighted line or speed dial buttons 192 x 64 pixel monochrome grayscale display Model 7937 Full duplex conference phone. Model 7942 LCD display. PC Port. Two lighted line or speed dial buttons. Used by transaction worker. Two way speakerphone. Model 7945 Color LCD display. PC Port. Two lighted line or speed dial buttons. Used by transaction worker. Two-way speakerphone. Model 7962 LCD display. PC Port. Six lighted line or speed dial buttons. Used by managers and high call volume areas. Two-way speakerphone. Model 7965 Color LCD display. PC Port. Six lighted line or speed dial buttons. Used by transaction worker. Two-way speakerphone ADP, Inc. PRELIMINARY

19 Phone Administration Model 8961 Color LCD display. PC Port. 10 lighted line or speed dial buttons. Two-way speakerphone. Model 9951 Color LCD display. PC Port. Five lighted line or speed dial buttons. Bluetooth. Video. Two-way speakerphone. Model 9971 Color touchscreen display. PC Port. Six lighted line or speed dial buttons. Bluetooth. Wireless. Video. Two-way speakerphone. Color Key Expansion Module Adds 18 buttons to 8961 (1 module), 9951 (up to 2 modules), and 9971 (up to 3 modules). Used for receptionist ADP, Inc. PRELIMINARY 17

20 Unified Communications Manager 8.5 Administration Locating a Phone s MAC Address The Media Access Control (MAC) address is a unique, 12- character, hexadecimal number (e.g., 000B6A409C40) that identifies a Cisco IP phone. Cisco UCM requires the MAC address when configuring a Cisco IP phone device. Note. The MAC address is also located underneath the phone (you must remove the battery for the 7925 model), so you can view a phone s MAC address even without power. The following steps are for locating the MAC address for all Cisco phones except the 7925 wireless model. Step Locating a Phone s MAC Address 1. Press Settings. 2. Use the arrow buttons to highlight the Network Configuration menu option. 3. Press the Select softkey. 4. View the MAC address. The following steps are for locating the MAC address for the 7925 wireless model, which differs from the other Cisco IP phones. Step Locating the Model 7925 Wireless Phone s MAC Address 1. With the phone powered on, press the Down arrow key to select the Settings menu option. 2. Press 5 to select Device Information. 3. Press the 2 to select Network. 4. View the MAC Address. When completed, press the Back softkey until you return to the main phone screen ADP, Inc. PRELIMINARY

21 Phone Administration Locating a Phone s MAC Address: Step-by-Step 1 Press Settings. 2 Use the arrow buttons to highlight the Network Configuration menu option. 3 Press the Select softkey ADP, Inc. PRELIMINARY 19

22 Unified Communications Manager 8.5 Administration Locating a Phone s MAC Address: Step-by-Step 4 View the MAC Address ADP, Inc. PRELIMINARY

23 Phone Administration Locating the Model 7925 Wireless Phone s MAC Address: Step-by-Step 1 With the phone powered on, press the Down arrow key to select the Settings menu option. 2 Press 5 to select Device Information ADP, Inc. PRELIMINARY 21

24 Unified Communications Manager 8.5 Administration Locating the Model 7925 Wireless Phone s MAC Address: Step-by-Step 3 Press the 2 to select Network. 4 View the MAC Address. When completed, press the Back softkey until you return to the main phone screen ADP, Inc. PRELIMINARY

25 Phone Administration Logging In to Unified Communications Manager Administration The Cisco Unified Communications Manager (UCM) Administration tool is accessed via a web-based interface. To access the login page, enter the appropriate URL into the address field of an Internet Explorer browser window. The following is a sample URL: where the strings of XXX are the IP address for your UCM server. You can find this IP address within the systems configuration documentation you previously received. Your Username (usually clientadmin ) and Password will be provided by the installation engineer ADP, Inc. PRELIMINARY 23

26 Unified Communications Manager 8.5 Administration Navigation Navigating within the administration application is done by rolling your mouse over on a menu item. Menu items include: System Call Routing Media Resources Advanced Features Device Application User Management Bulk Administration Help Depending on the permissions of your user name, some of the options shown on the following submenus may not be available to you ADP, Inc. PRELIMINARY

27 Phone Administration Navigation Menu Sub-Menu ADP, Inc. PRELIMINARY 25

28 Unified Communications Manager 8.5 Administration Navigation Menu Sub-Menu ADP, Inc. PRELIMINARY

29 Phone Administration Navigation Menu Sub-Menu ADP, Inc. PRELIMINARY 27

30 Unified Communications Manager 8.5 Administration Resetting a Phone You should reset a phone when it experiences an error, when you want to restore it to its original configuration, or when you make a change to it. When you reset a phone, it reloads its configuration from UCM, so any customizations made to the phone will be lost. When you reset the phone, any current calls will be disconnected, and it may take several minutes before the phone can be used again. You can reset a phone from UCM or from the actual phone. Note. Restarting a phone, while similar to resetting a phone, is different. When you restart a phone, UCM waits until the phone is free and then reloads all of its settings. Users usually won t notice when you restart their phone. You can only restart a phone from UCM. These steps show you how to reset a phone from UCM. Step Resetting a Phone from UCM 1. From the menu, click Device Phone. 2. From the Find Phone where drop-down list, select Directory Number. Enter the directory number in the field, and then click Find. 3. Click to select the box for the row of the phone to reset, and then click Reset Selected. 4. Click Reset. These steps show you how to reset a phone from itself. Step Resetting a Phone from the Device 1. Press the Services or Settings button. 2. From the keypad or dial pad press Star, Star, Pound, Star, Star [**#**] ADP, Inc. PRELIMINARY

31 Phone Administration Resetting a Phone from UCM: Step-by-Step 1 From the menu, click Device Phone. 2 From the Find Phone where dropdown list, select Directory Number. Enter the directory number in the field, and then click Find. 3 Click to select the box for the row of the phone to reset, and then click Reset Selected ADP, Inc. PRELIMINARY 29

32 Unified Communications Manager 8.5 Administration Resetting a Phone from UCM: Step-by-Step 4 Click Reset ADP, Inc. PRELIMINARY

33 Phone Administration Resetting a Phone from the Device: Step-by-Step 1 Press the Services or Settings button. 2 From the keypad or dial pad press Star, Star, Pound, Star, Star [**#**] ADP, Inc. PRELIMINARY 31

34 Unified Communications Manager 8.5 Administration Exercise Find and Reset a Phone Objective In this exercise you will find your phone in UCM, locate its MAC address, and then restart the phone. Instructions 1. Find your phone in UCM. 2. Locate the MAC address for your phone. 3. Restart your phone from UCM. End of the exercise ADP, Inc. PRELIMINARY

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36 Unified Communications Manager 8.5 Administration ADP, Inc. PRELIMINARY

37 Manage Users and Phones for Unified Communications Manager Manage Users and Phones for Unified Communications Manager Objectives In this chapter you will: Change the name assigned to a phone Remove a user Add a new user Associate a user to a phone Add and configure a new phone Configure a line for a phone ADP, Inc. PRELIMINARY 35

38 Unified Communications Manager 8.5 Administration Changing an Existing Phone for a New User When an employee leaves your dealership and is eventually replaced, you can easily update the former employee s phone settings to accommodate the new employee. This involves: 1. Updating the description for the phone and the caller id information for the line(s) associated with the phone. 2. Deleting the former employee from UCM. 3. Adding the new employee to UCM. 4. Associating the new user with the phone. Step Changing an Existing Phone for a New User 1. From the menu, click Device Phone. 2. From the Find Phone where drop-down list, select Directory Number. Enter the directory number in the field, and then click Find. 3. Click the Device Name for the phone you want to edit. 4. Enter a new value in the Description field to be something descriptive to both you and ADP Support, and then click Save. 5. Click OK in the dialog box. 6. From the Association Information section, click Line In the Alerting Name and Display (Internal Called ID) field, type the employee s name, and then click Save. Repeat steps 6 through 7 for each subsequent line, if needed. 8. Click Reset. 9. Click Restart ADP, Inc. PRELIMINARY

39 Manage Users and Phones for Unified Communications Manager Changing an Existing Phone for a New User: Step-by- Step 1 From the menu, click Device Phone. 2 From the Find Phone where drop-down list, select Directory Number. Enter the directory number in the field, and then click Find. 3 Click the Device Name for the phone you want to edit ADP, Inc. PRELIMINARY 37

40 Unified Communications Manager 8.5 Administration Changing an Existing Phone for a New User: Step-by- Step 4 Enter a new value in the Description field to be something descriptive to both you and ADP Support, and then click Save. 5 Click OK in the dialog box. 6 From the Association Information section, click Line ADP, Inc. PRELIMINARY

41 Manage Users and Phones for Unified Communications Manager Changing an Existing Phone for a New User: Step-by- Step 7 In the Alerting Name and Display (Internal Called ID) field, type the employee s name, and then click Save. Repeat steps 6 through 7 for each subsequent line, if needed. 8 Click Reset ADP, Inc. PRELIMINARY 39

42 Unified Communications Manager 8.5 Administration Changing an Existing Phone for a New User: Step-by- Step 9 Click Restart ADP, Inc. PRELIMINARY

43 Manage Users and Phones for Unified Communications Manager Removing a User from UCM Remove users from UCM as employees leave the dealership. While UCM displays a dialog before deleting a user, there is no undo feature, so once you delete a user it is gone with no way to retrieve it. Step Removing a User from UCM 1. From the menu, click User Management End User. 2. In the text box, type the first name of the person to remove, and then click Find. 3. Click to select the check box in the row for the person, and then click Delete Selected. 4. Click OK ADP, Inc. PRELIMINARY 41

44 Unified Communications Manager 8.5 Administration Removing a User from UCM: Step-by-Step 1 From the menu, click User Management End User. 2 In the text box, type the first name of the person to remove, and then click Find. 3 Click to select the check box in the row for the person, and then click Delete Selected. 4 Click OK ADP, Inc. PRELIMINARY

45 Manage Users and Phones for Unified Communications Manager Adding a New User Add new users to UCM as employees are hired at the dealership. Step Adding a New User 1. From the UCM menu, click User Management End User. 2. Click Add New. 3. Enter the information for the new user, and then click Save ADP, Inc. PRELIMINARY 43

46 Unified Communications Manager 8.5 Administration Adding a New User: Step-by-Step 1 From the UCM menu, click User Management End User. 2 Click Add New ADP, Inc. PRELIMINARY

47 Manage Users and Phones for Unified Communications Manager Adding a New User: Step-by-Step 3 Enter the information for the new user, and then click Save ADP, Inc. PRELIMINARY 45

48 Unified Communications Manager 8.5 Administration End User Configuration Page Key Fields User ID Password Confirm Password PIN Confirm PIN Last Name First Name Telephone Number Manager User ID Action/Definition Enter the user ID of the new user, following your organization s standards (e.g., user s extension). Example: A user with extension 4450 would have the user name of Enter a password for the user. The standard password for users added at the time of install by ADP is password. Enter the same password that you entered in the previous step. Enter a numeric PIN number (minimum of five numbers) for the new user. The standard PIN for users added at the time of install by ADP is Enter the same PIN that you entered in the previous step. Enter the last name of the new user. This is the last name that appears in the Corporate Directory or Attendant Console Application. Enter the first name of the new user. Note: This is the first name that appears in the Corporate Directory or Attendant Console Application. Enter the new user s extension number. Note: This is the number that appears in the Corporate Directory or Attendant Console Application. Enter the User ID of the new employee s manager. Caution: If you enter a user ID that does not exist in the system, an error will occur and you will lose all of the data you entered for this user ADP, Inc. PRELIMINARY

49 Manage Users and Phones for Unified Communications Manager End User Configuration Page Key Fields Department Primary Extension Action/Definition Enter the new user s department name using only letters, numbers, and spaces (other characters can interfere with w.e.b.suite and Call Intelligence) and by using these recommended department names consistently for all users: Accounting BDC Body Shop Executive FI Fleet Sales Fleet Service Guest Relations Internet Sales Leasing Management New Sales Office Parts Phone System Reception Rentals Service Used Sales Warranty If further differentiation is needed, use the store/manufacturer name before the department name. For example, if a dealership sells both Mazda and Kia vehicles and wants the two New Sales departments as separate groups, use Mazda New Sales and Kia New Sales as the department names. Note: This information is extremely useful in the Attendant Console Application because Operations can quickly display lists of employees by department. Select the primary extension for the user. You must select this value after associating the phone with the user ADP, Inc. PRELIMINARY 47

50 Unified Communications Manager 8.5 Administration Associating a User with a Phone After adding a phone and user to UCM, you need to associate the two together. This association allows the user to control certain settings for the phone (e.g., speed dialing and call forwarding) and facilitates add-on features such as Call Intelligence and CTI Desktop. Step Associating a User with a Phone 1. On the End User Configuration page, scroll down to the Device Association section, and then click Device Association. 2. From the Find User Device Association where dropdown list, select Directory Number. Type the user s extension in the text box, and then click Find. 3. Click-to-select the check box for the row with the phone to associate to the user, and then click Save Selected Changes ADP, Inc. PRELIMINARY

51 Manage Users and Phones for Unified Communications Manager Associating a User with a Phone: Step-by-Step 1 On the End User Configuration page, scroll down to the Device Association section, and then click Device Association. 2 From the Find User Device Association where drop-down list, select Directory Number. Type the user s extension in the text box, and then click Find. 3 Click-to-select the check box for the row with the phone to associate to the user, and then click Save Selected Changes ADP, Inc. PRELIMINARY 49

52 Unified Communications Manager 8.5 Administration Exercise Changing Existing Phones Objective In this exercise you will change the settings on your phone for a new user, delete an existing user, add a new user, and associate the new user with a phone. Instructions 1. Find your phone, and change the Description to Janice Davis, and then change the Display (Internal Called ID) field for line 1 to Janice Davis. Do not update the phone/line. 2. Go through the steps to restart your phone, but do not restart it. 3. Go through the steps to delete your user ID, but do not actually delete yourself. 4. Verify that Janice Davis is not already set up as an end user in UCM, and then add her as a new user as follows: First Name: Janice Last Name: Davis User ID: 4450 User Password: password Confirm Password: password PIN: Confirm PIN:12345 Telephone Number: Department: Parts Enable CTI Application Use: Yes Call Park Retrieval Allowed: Yes 5. Associate Janice Davis with your phone. End of the exercise ADP, Inc. PRELIMINARY

53 Manage Users and Phones for Unified Communications Manager Adding and Configuring a New Phone Cisco UCM can automatically detect and register a phone when you plug it into the network; however, you can also add a phone manually. For both methods, you decide how to configure the phone. Step Adding and Configuring a New Phone 1. Plug in the new IP phone to auto-configure on the network. Model 7965 is shown here. 2. From the UCM menu, click Device Phone. 3. Click Add New. 4. From the Phone Type drop-down list, select the model of phone you are adding, and then click Next. 5. From the Select the device protocol drop-down list, select SCCP, and then click Next. 6. Enter the phone configuration information, and then click Save. 7. Click OK in the dialog ADP, Inc. PRELIMINARY 51

54 Unified Communications Manager 8.5 Administration Adding a New Phone: Step-by-Step 1 Plug in the new IP phone to auto-configure on the network. Model 7965 is shown here. 2 From the UCM menu, click Device Phone ADP, Inc. PRELIMINARY

55 Manage Users and Phones for Unified Communications Manager Adding a New Phone: Step-by-Step 3 Click Add New. 4 From the Phone Type drop-down list, select the model of phone you are adding, and then click Next ADP, Inc. PRELIMINARY 53

56 Unified Communications Manager 8.5 Administration Adding a New Phone: Step-by-Step 5 From the Select the device protocol drop-down list, select SCCP, and then click Next. Note: Because the 8961, 9951, and 9971 models operate on the SIP protocol, UCM skips this step when you are configuring a phone of this type. 6 Enter the phone configuration information, and then click Save ADP, Inc. PRELIMINARY

57 Manage Users and Phones for Unified Communications Manager Adding a New Phone: Step-by-Step 7 Click OK in the dialog ADP, Inc. PRELIMINARY 55

58 Unified Communications Manager 8.5 Administration Phone Configuration Page Key Fields MAC Address Description Device Pool Calling Search Space Owner User ID Phone Button Template Action/Definition Enter the 12-digit hexadecimal number of the MAC address. Enter a description indicating who the user is or the location of the phone. Note: ADP recommends that you use a format of Building- Employee Name, if this information is available (e.g., Plaza-Jim Davis). Select the location where this phone has been (or will be) installed. Select the Class of Service you want to assign to the phone. ADP uses the following naming convention for phones: [SITE]-phone where SITE is the name of your dealership site Type the user ID associated with this phone. This is the value that displays in the call detail record (CDR) for calls made from this phone. Select the phone template for the type of phone that you are installing. The following are the most frequently used phone button templates: 7911: Standard : Standard : Standard 7931 SCCP 7937: Standard : Standard 7942G SCCP 7945: Standard 7945G SCCP 7962: Standard 7962G SCCP 7965: Standard 7965G SCCP 8961: Standard 8961 SIP 9951: Standard 9951 SIP 9971: Standard 9971 SIP 186 ATA: Standard ATA ADP, Inc. PRELIMINARY

59 Manage Users and Phones for Unified Communications Manager Configuring a Line for a Phone After a phone is added to UCM, you need to configure the lines (extensions) for the phone. This configuration includes the extension number, call forwarding rules, and caller ID information. Step Configuring a Line for a Phone 1. In the Association section, click Line [1] Add a new DN. 2. Enter the configuration information for the line, and then click Save. 3. In the dialog box that appears, click OK to return to the Phone Configuration page ADP, Inc. PRELIMINARY 57

60 Unified Communications Manager 8.5 Administration Configuring a Line for a Phone: Step-by-Step 1 In the Association section, click Line [1] Add a new DN. 2 Enter the configuration information for the line, and then click Save ADP, Inc. PRELIMINARY

61 Manage Users and Phones for Unified Communications Manager Configuring a Line for a Phone: Step-by-Step 3 In the dialog box that appears, click OK to return to the Phone Configuration page ADP, Inc. PRELIMINARY 59

62 Unified Communications Manager 8.5 Administration Directory Number Configuration Page Key Fields Directory Number Partition Voice Mail Profile Calling Search Space Forward Busy Internal/External Action/Definition Enter the directory number (or extension) you want to assign to the phone. Select the partition, which corresponds to the line number you are installing. Note: If you are installing two DIFFERENT directory numbers (or extensions) on a single phone, restart the Partition at Line 1 when you enter the new directory number for the first time. Select the value for your Unity or Unity Connection server. Note: Select NoVoic if you do not want the phone to have voice mail. Never select VM_XFER. This is not harmful; however, it is confusing for administration. Operators use VM_XFER to transfer a call to a user s voice mailbox without ringing the user s phone. Select the Class of Service you want to assign to the phone. ADP uses the following naming convention at the line level: [SITE]-line-res Where res is the level of restriction for the line and could be: res (Restricted): the phone can only dial internal extensions unres (Unrestricted): the phone can dial any number Select the options for when the phone is busy for both internal and external calls. These options can be the same or different for internal and external calls. There are many different choices and many different configurations. Review the items below to determine which fits your phone the best. For phones with a single line: To forward calls to voice mail, select the Voice Mail check box. To forward calls to another phone, type the phone s extension in the Coverage/Destination field, and then from the Calling Search Space drop-down list select line1-only. For phones with multiple lines: To forward calls from line 1 on the phone to line 2, type the SAME extension in the Coverage/Destination field, and then from the Calling Search Space drop-down list select line1-to-line2. Follow this same logic for each subsequent line on the phone ADP, Inc. PRELIMINARY

63 Manage Users and Phones for Unified Communications Manager Directory Number Configuration Page Key Fields Forward No Answer Internal/External Alerting Name Display (Internal Caller ID) Line Text Label Maximum Number of Calls Busy Trigger Action/Definition Select the options for when the phone is not answered for both internal and external calls. These options can be the same or different for internal and external calls. There are many different choices and many different configurations. Review the items below to determine which fits your phone the best. To forward calls to voice mail, select the Voice Mail check box. To forward calls to another phone, type the phone s extension in the Directory Number field, and then from the Calling Search Space drop-down list select line1-only. Type the name of the user. This name displays as Caller ID (before the call is picked up) when the user calls another phone on the system If this line is part of a broadcast hunt group, type the group s name (e.g., Parts, Service). When a call comes in to a broadcast hunt group, the value in this field displays on the caller s screen, but changes to the Display (Internal Caller ID) value once the person picks up the call. Type the name or department of the user. The information entered in this field displays as Caller ID when the user calls another phone on the system. If you want to replace the directory number that is listed next to the line buttons on the phone, type the appropriate information in this field. Type the maximum number of calls that this line shall be able to handle at any given time. The maximum number depends on the model number: Model 7911: 6 calls All others: 200 calls Type the number of calls that the line will accept at one time. For example, if the Busy Trigger is set to 2, calls 1 and 2 will both ring on the phone, but call 3 will automatically forward to the defined number (so long as calls 1 and 2 are both still connected to the line) ADP, Inc. PRELIMINARY 61

64 Unified Communications Manager 8.5 Administration Exercise Setting up New Phones Objective In this exercise you will add and configure a new phone, configure a line for it, and then find the phone using different search methods. Instructions 1. Add and configure the following Cisco 7942 phone: MAC Address: A1A2A3A4A5A6 Description: Test Phone for Janice Davis Owner User ID: Janice Davis Device Pool: Select an appropriate value for your dealership Calling Search Space: Select an appropriate value for your dealership Phone Button Template: Standard 7942G SCCP 2. Configure the following line for the phone you just created: Directory Number: 1234 Partition: Select an appropriate value for your dealership Voice Mail Profile: Select an appropriate value for your dealership Calling Search Space: Select an appropriate value for your dealership Forward Busy Internal/External: Voice Mail Forward No Answer Internal/External: Voice Mail Alerting Name: Parts Display (Internal Caller ID): Parts Line Text Label: Janice Davis Maximum Number of Calls: 200 Busy Trigger: 4 3. Find the phone you just created using three different methods. End of the exercise ADP, Inc. PRELIMINARY

65 Unified Mobility Unified Mobility Objectives In this chapter you will learn how to: Modify the Mobile Connect configuration for the user Create an access list for the user s remote destination number Create a new remote destination profile for the user Add a new remote destination for the user ADP, Inc. PRELIMINARY 63

66 Unified Communications Manager 8.5 Administration Unified Mobility Overview Unified Mobility provides advanced call routing capabilities for your ADP Network Phone system. With Unified Mobility you can set up your mobile phone to ring simultaneously whenever a call rings your Cisco IP phone. If you pick up the call on your mobile phone, you can later transfer the call seamlessly to your Cisco IP phone. To set up Unified Mobility for a user. 1. Modify the Unified Mobility configuration for the user. 2. Create an access list for the user s remote destination number (optional). 3. Create a new remote destination profile for the user. 4. Add a new remote destination for the user ADP, Inc. PRELIMINARY

67 Unified Mobility Modifying User Configurations for Unified Mobility You must enable Unified Mobility for the user before he or she can begin using it. Step Modify the User s Configuration for Unified Mobility 1. Open the End User Configuration page for the user (see Adding a New User on page 43.for a refresher). 2. Enter the Unified Mobility information for the user, and then click Save ADP, Inc. PRELIMINARY 65

68 Unified Communications Manager 8.5 Administration Modifying User Configurations for Unified Mobility: Step-by-Step 1 Open the End User Configuration page for the user (see Adding a New User on page 43.for a refresher). 2 Enter the Unified Mobility information for the user, and then click Save ADP, Inc. PRELIMINARY

69 Unified Mobility End User Configuration Page Key Fields Enable Mobility Primary User Device Enable Mobile Voice Access Maximum Wait Time for Desk Pickup Remote Destination Limit Remote Destination Profiles Access Lists Action/Definition Click the box to enable Unified Mobility for the user. Select the MAC address for the phone of the user. Leave this box unchecked. Leave this at the default value of Type 1. ADP recommends limiting a user to only one remote destination number. This field displays all remote destination profiles that are set up for the user. This field displays all access lists that are set up for the user ADP, Inc. PRELIMINARY 67

70 Unified Communications Manager 8.5 Administration Creating Access Lists An access list can allow or block specific numbers that activate the Mobile Connect feature. You can either create a list that allows only specific numbers to ring your mobile phone, or you can create a list where all numbers except a specific list ring your mobile phone. Step Create an Access List 1. From the menu, click Call Routing Class of Control Access List. 2. Click Add New. 3. Enter the information for the access list, and then click Save. 4. In the Access List Member Information section, click Add Member. 5. From the Filter Mask drop-down list, select Directory Number. In the DN Mask field, type the phone number to add to the access list. Click Save. Note: You can use the following wildcards for the DN Mask: X:Matches a single digit!: Matches any number of digits #: Used as a single digit for exact match ADP, Inc. PRELIMINARY

71 Unified Mobility Creating Access Lists: Step-by-Step 1 From the menu, click Call Routing Class of Control Access List. 2 Click Add New. 3 Enter the information for the access list, and then click Save ADP, Inc. PRELIMINARY 69

72 Unified Communications Manager 8.5 Administration Creating Access Lists: Step-by-Step 4 In the Access List Member Information section, click Add Member. 5 From the Filter Mask dropdown list, select Directory Number. In the DN Mask field, type the phone number to add to the access list. Click Save. Note: You can use the following wildcards for the DN Mask: X:Matches a single digit!: Matches any number of digits #: Used as a single digit for exact match ADP, Inc. PRELIMINARY

73 Unified Mobility Access List Configuration Page Key Fields Name Description Owner Allowed/Blocked Action/Definition Type the name for the access list. Type a description for the access list. Select the user ID for the owner of the access list. Allowed: Select to set the access list to allow calls from phone numbers setup on the Access List Member detail page. Blocked: Select to set the access list to block calls from phone numbers setup on the Access List Member detail page ADP, Inc. PRELIMINARY 71

74 Unified Communications Manager 8.5 Administration Creating Remote Destination Profiles Remote destination profiles define the parameters for all of a user s remote destination numbers. Step Create a Remote Destination Profile 1. From the menu, click Device Device Settings Remote Destination Profile. 2. Click Add New. 3. Enter the information for the remote destination profile, and then click Save. 4. In the Association Information section, click Line [1] Add a new DN. 5. On the Directory Number Configuration page, enter the following information for UCM to recognize the directory number, and then click Save: Directory Number: type the directory number for the user. Route Partition: select the partition for the directory number (e.g., line1). The Remote Destination Profile then displays in the Associated Devices field ADP, Inc. PRELIMINARY

75 Unified Mobility Creating Remote Destination Profiles: Step-by-Step 1 From the menu, click Device Device Settings Remote Destination Profile. 2 Click Add New ADP, Inc. PRELIMINARY 73

76 Unified Communications Manager 8.5 Administration Creating Remote Destination Profiles: Step-by-Step 3 Enter the information for the remote destination profile, and then click Save. 4 In the Association Information section, click Line [1] Add a new DN ADP, Inc. PRELIMINARY

77 Unified Mobility Creating Remote Destination Profiles: Step-by-Step 5 On the Directory Number Configuration page, enter the following information for UCM to recognize the directory number, and then click Save: Directory Number: type the directory number for the user. Route Partition: select the partition for the directory number (e.g., line1). The Remote Destination Profile then displays in the Associated Devices field ADP, Inc. PRELIMINARY 75

78 Unified Communications Manager 8.5 Administration Remote Destination Configuration Page Key Fields Action/Definition Name Description User ID Device Pool Calling Search Space Type a name for the remote destination profile. Type a description for the remote destination profile. Select the User ID to assign to this remote destination profile. Select the appropriate device pool for this remote destination profile. Select the Class of Service you want to assign to the phone. ADP uses the following naming convention at the line level: [SITE]-line-res Where res is the level of restriction for the line and could be: res (Restricted): the phone can only dial internal extensions unres (Unrestricted): the phone can dial any number User Hold Audio Source Leave this at the default value of <None>. Network Hold MOH Audio Source Privacy Rerouting Calling Search Space Calling Party Transformation CSS Ignore Presentation Indicators Leave this at the default value of <None>. Select Off. Select the same value as you did from the Calling Search Space drop-down list. Select the same value as you did from the Calling Search Space drop-down list. Leave this box unchecked ADP, Inc. PRELIMINARY

79 Unified Mobility Creating Remote Destination Numbers Remote destination numbers are the phone numbers for the remote device (i.e., cell phone) that is to simultaneously ring with the user s desk phone. Step Create a Remote Destination Number 1. From the menu, click Device Remote Destination. 2. Click Add New. 3. Enter the information for the remote destination number, and then click Save ADP, Inc. PRELIMINARY 77

80 Unified Communications Manager 8.5 Administration Creating Remote Destination Numbers: Step-by-Step 1 From the menu, click Device Remote Destination. 2 Click Add New. 3 Enter the information for the remote destination number, and then click Save ADP, Inc. PRELIMINARY

81 Unified Mobility Remote Destination Configuration Page Key Fields Name Destination Number Answer Too Soon Timer Answer Too Late Timer Delay Before Ringing Timer Remote Destination Profile Allowed Access List Blocked Access List Mobile Phone Enable Mobile Connect Ring Schedule Action/Definition Type a name for the remote destination number. Type the remote destination number as you would dial it from your phone. Leave this set at the default value. Leave this set at the default value. Leave this set at the default value. Select the appropriate profile for this remote destination number. If wanted, select the appropriate allowed access list to apply to this remote destination number (i.e., only numbers on this list will simultaneously ring the remote destination number). You cannot apply both types of access lists to the same remote destination number. If wanted, select the appropriate blocked access list to apply to this remote destination number (i.e., all numbers except those on this list will simultaneously ring the remote destination number). You cannot apply both types of access lists to the same remote destination number. If this is a mobile phone, click the checkbox. To enable simultaneous ringing of your desk IP phone and the remote destination phone, click the checkbox. When Mobile Connect is enabled, set the schedule that both phones are to ring simultaneously: All the time: The remote phone will simultaneously ring with the desk phone at all hours every day. As specified below: The remote phone will simultaneously ring with the desk phone according to the schedule you set below ADP, Inc. PRELIMINARY 79

82 Unified Communications Manager 8.5 Administration Key Fields When receiving a call during the above ringing schedule Action/Definition When Mobile Connect is enabled and you specified a ring schedule, select an access list to prevent or allow specific numbers to ring both phones simultaneously: Always ring this destination: Select when you do not want to apply an access list Ring this destination only if caller is in: Select when you want only numbers in the selected access list to ring both phones simultaneously Do not ring this destination if caller is in: Select when you want all numbers except those is the selected access list to ring both phones simultaneously ADP, Inc. PRELIMINARY

83 Phone Productivity Phone Productivity Objectives In this chapter you will learn how to: View the Route Plan Report Add a user to a Call Pickup Group Change call forwarding options for a user s phone Add a speed dial for a user s phone Add an entry in a user s personal address book Set up a fast dial position for a user s phone ADP, Inc. PRELIMINARY 81

84 Unified Communications Manager 8.5 Administration ADP, Inc. PRELIMINARY

85 Phone Productivity Viewing the Route Plan Report The Route Plan Report displays all assigned and unassigned numbers (extensions) for your dealership s ADP Network Phone system, including directory numbers (extensions), call park extensions, call pickup extensions, voice mail extensions, and hunt pilot extensions. Viewing this report can help you understand how your dealership s dial plan. Step Viewing the Route Plan Report 1. From the menu, click Call Routing Route Report. 2. Enter the search criteria, and then click Find ADP, Inc. PRELIMINARY 83

86 Unified Communications Manager 8.5 Administration Viewing the Route Plan Report: Step-by-Step 1 From the menu, click Call Routing Route Report. 2 Enter the search criteria, and then click Find ADP, Inc. PRELIMINARY

87 Phone Productivity Adding Extensions to a Call Pickup Group Call pickup groups allow any user in the group to pick up calls to another line in the group from his or her phone. For example, if you set up a call pickup group for the Parts department, any employee in this group can pick up calls to any Parts extension from his or her phone. Step Adding an Extension to a Call Pickup Group 1. From the menu, click Call Routing Directory Number. 2. Search for the extension to add to the call pickup group. 3. Click the extension to add to a call pickup group. 4. In the Call Forward and Call Pickup Settings section, select the appropriate call pickup group from the Call Pickup Group drop-down list, and then click Save ADP, Inc. PRELIMINARY 85

88 Unified Communications Manager 8.5 Administration Adding Extensions to a Call Pickup Group: Step-by-Step 1 From the menu, click Call Routing Directory Number. 2 Search for the extension to add to the call pickup group. 3 Click the extension to add to a call pickup group ADP, Inc. PRELIMINARY

89 Phone Productivity Adding Extensions to a Call Pickup Group: Step-by-Step 4 In the Call Forward and Call Pickup Settings section, select the appropriate call pickup group from the Call Pickup Group dropdown list, and then click Save ADP, Inc. PRELIMINARY 87

90 Unified Communications Manager 8.5 Administration Changing Call Forwarding Options An extension can have multiple call forwarding options, depending on the type of call (i.e., internal/external) and the extension s status (i.e., busy, no answer). Also, if setup, end users at your dealership can access the Cisco UCM User Options web interface to set all calls to forward to a specific number. From Cisco UCM Administration Step Changing Call Forwarding Options (Administrator) 1. From the menu, click Call Routing Directory Number. 2. Click the extension whose call forwarding options you want to change. 3. In the Call Forward and Call Pickup Settings section, adjust the options as needed, and then click Save to save the new options. From Cisco UCM User Options Step Changing Call Forwarding Options (User) 1. From the UCM User Options menu, click User Options Device. 2. Click Line Settings. 3. From the Line drop-down list, select the line whose options you want to change. 4. Adjust the settings for the call forwarding, and then click Save ADP, Inc. PRELIMINARY

91 Phone Productivity Changing Call Forwarding Options (Administrator): Step-by-Step 1 From the menu, click Call Routing Directory Number. 2 Click the extension whose call forwarding options you want to change ADP, Inc. PRELIMINARY 89

92 Unified Communications Manager 8.5 Administration Changing Call Forwarding Options (Administrator): Step-by-Step 3 In the Call Forward and Call Pickup Settings section, adjust the options as needed, and then click Save to save the new options ADP, Inc. PRELIMINARY

93 Phone Productivity Directory Number Configuration Page Key Fields Forward All Forward Busy Internal/External Forward No Answer Internal/External Forward No Coverage Internal/External Forward on CTI Failure Forward Unregistered Internal/External No Answer Ring Duration Action/Definition To forward all calls to voice mail, click to select Voice Mail. To forward all calls to another number, type the number in the Coverage/Destination field. To forward internal/external calls to voice mail when the line is busy, click to select Voice Mail. To forward internal/external calls to another number when the line is busy, type the number in the Coverage/Destination field. To forward internal/external calls to voice mail after the call rings for the specified time below, click to select Voice Mail. To forward internal/external calls to another number after the call rings for the specified time below, type the number in the Coverage/Destination field. For CTI route points and ports only: To forward internal/external calls to voice mail after the call rings for the specified time below, click to select Voice Mail. To forward internal/external calls to another number after the call rings for the specified time below, type the number in the Coverage/Destination field. For CTI route points and CTI ports only: To forward calls that fail on the CTI point/port to voice mail, click to select Voice Mail. To forward calls that fail on the CTI point/port to another number, type the number in the Destination field. For directory numbers not associated with a device (e.g., phone): To forward internal/external calls to voice mail after the call rings for the specified time below, click to select Voice Mail. To forward internal/external calls to another number after the call rings for the specified time below, type the number in the Coverage/Destination field. Type the number of seconds a call should ring before forwarding according to the rules on this page ADP, Inc. PRELIMINARY 91

94 Unified Communications Manager 8.5 Administration Changing Call Forwarding Options (User): Step-by-Step 1 From the UCM User Options menu, click User Options Device. 2 Click Line Settings. 3 From the Line drop-down list, select the line whose options you want to change ADP, Inc. PRELIMINARY

95 Phone Productivity Changing Call Forwarding Options (User): Step-by-Step 4 Adjust the settings for the call forwarding, and then click Save ADP, Inc. PRELIMINARY 93

96 Unified Communications Manager 8.5 Administration Adding Speed Dials You can add speed dials that map to buttons on the phone (depending on the phone model, and if available) or that are accessible using abbreviated dialing. Also, if setup, end users at your dealership can access the Cisco UCM User Options web interface to set up speed dials. From UCM Administration Step Adding Speed Dials (Administrator) 1. From the menu, click Device Phone. 2. From the first drop-down box after Find phones where, select Directory Number. 3. Type the directory number (or extension) of the phone you want to update in the text field. 4. Click Find to display a list of the phones matching your search criteria. 5. To select the phone you want to edit, click any RED words to the left of the column heading Status. 6. Click Add/Update Speed Dials. 7. Type the phone number in the Speed Dial Number field, type the name associated with the number in the Label field, and then click Update and Close. 8. Reset the phone (see Resetting a Phone on page 28 for a refresher). From UCM User Options Step Adding Speed Dials (User) 1. From the UCM User Options menu, click User Options Device. 2. Click Speed Dials. 3. In the Speed Dial Settings section, enter the information for the speed dial, and then click Save ADP, Inc. PRELIMINARY

97 Phone Productivity Adding Speed Dials (Administrator): Step-by-Step 1 From the menu, click Device Phone. 2 From the Find Phone where drop-down list, select Directory Number. Enter the directory number in the field, and then click Find. 3 Click the Device Name for the phone you want to edit ADP, Inc. PRELIMINARY 95

98 Unified Communications Manager 8.5 Administration Adding Speed Dials (Administrator): Step-by-Step 4 In the Association Information section, click Add a new BLF SD (or Add a new SD, if the phone does not support LED indicators for line buttons). 5 Enter the information for the speed dial, and then click Save ADP, Inc. PRELIMINARY

99 Phone Productivity Busy Lamp Field Speed Dial Configuration Page Key Fields Destination (or Number) Directory Number Label Label ASCII Call Pickup Action/Definition Type the phone number (as you would dial it manually) for the speed dial entry. If you enter a number in this field, you cannot select an extension from the Directory Number drop-down list. For BLF speed dial entries only: If you want to select a directory extension instead of typing it in the Destination field, select the appropriate extension from the drop-down list. Type the name to display on the phone s screen. Type the name to display on the phone s screen. Note: if you press Tab after typing the name in the Label field, the same name will auto-populate in this field. Click to select the box to associate the busy lamp field (BLF) button on a Cisco Unified IP Phone to a directory number (DN). This allows UCM to notify a phone user when a call is waiting to be picked up from the DN. When a call rings for a BLF phone line, the BLF speed dial will blink orange and the user can pick up the call by pressing the BLF speed dial button ADP, Inc. PRELIMINARY 97

100 Unified Communications Manager 8.5 Administration Adding Speed Dials (User): Step-by-Step 1 From the UCM User Options menu, click User Options Device. 2 Click Speed Dials. 3 In the Speed Dial Settings section, enter the information for the speed dial, and then click Save ADP, Inc. PRELIMINARY

101 Phone Productivity Speed Dial and Abbreviated Dial Configuration Page Key Fields Number Label ASCII Label Action/Definition Type the phone number (as you would dial it manually) for the speed dial entry. Type the name to display on the phone s screen. Type the name to display on the phone s screen. Note: if you press Tab after typing the name in the Label field, the same name will auto-populate in this field ADP, Inc. PRELIMINARY 99

102 Unified Communications Manager 8.5 Administration Adding Entries in the Personal Address Book End users at your dealership can add entries in their personal address books. These entries make it easier for end users to set up fast dial positions on their phones. Step Adding Entries in the Personal Address Book 1. From the UCM User Options menu, click User Options Personal Address Book. 2. Click Add New. 3. Enter the information for the contact, and then click Save ADP, Inc. PRELIMINARY

103 Phone Productivity Adding Entries in the Personal Address Book: Step-by- Step 1 From the UCM User Options menu, click User Options Personal Address Book. 2 Click Add New. 3 Enter the information for the contact, and then click Save ADP, Inc. PRELIMINARY 101

104 Unified Communications Manager 8.5 Administration Setting up Fast Dial Positions End users at your dealership can set up fast dial positions on their phones, which allow them to store and quickly dial frequentlycalled numbers. Step Setting up Fast Dial Positions 1. From the UCM User Options menu, click User Options Fast Dials. 2. Click Add New. 3. Accept the default value in the Fast Dial field. In the Phone Number field, type the number for the fast dial as you would dial it from your phone, and then click Save ADP, Inc. PRELIMINARY

105 Phone Productivity Setting up Fast Dial Positions: Step-by-Step 1 From the UCM User Options menu, click User Options Fast Dials. 2 Click Add New. 3 Accept the default value in the Fast Dial field. In the Phone Number field, type the number for the fast dial as you would dial it from your phone, and then click Save ADP, Inc. PRELIMINARY 103

106 Unified Communications Manager 8.5 Administration Exercise Phone Productivity Objective In this exercise you will add a user to a call pickup group, change a user s call forwarding options, add a speed dial entry, add an entry in a personal address book, and set up a fast dial position. Instructions 1. Add Janice Davis to an existing Call Pickup group. 2. Change the call forwarding options for Janice Davis. 3. Add a speed dial for Janice Davis to yourself. 4. Add Warren Jones as a contact in your personal address book. 5. Set up a fast dial position for Janice Davis to Warren Jones. End of the exercise ADP, Inc. PRELIMINARY

107 Advanced UCM Configuration Advanced UCM Configuration Objectives In this chapter you will learn how to set up: Music on Hold Selections Hunt Groups Extension Mobility Forced Authorization Codes ADP, Inc. PRELIMINARY 105

108 Unified Communications Manager 8.5 Administration Changing the Music On Hold (MOH) Selection for a Group of Devices The advantage of setting up MOH for device pools is that you can quickly change the audio stream for a large group of devices. Step Changing the Music On Hold (MOH) Selection for a Group of Devices 1. From the menu, click Device Device Settings Common Device Configuration. 2. Click Find to display all common profiles. 3. Click the name for the profile you want to update. 4. Select the appropriate Music on Hold file from the User Hold MOH Audio Source drop-down list and/or the Network Hold MOH Audio Source drop-down list, and then click Save ADP, Inc. PRELIMINARY

109 Advanced UCM Configuration Changing the Music On Hold (MOH) Selection for a Group of Devices: Step-by-Step 1 From the menu, click Device Device Settings Common Device Configuration. 2 Click Find to display all common profiles. 3 Click the name for the profile you want to update ADP, Inc. PRELIMINARY 107

110 Unified Communications Manager 8.5 Administration Changing the Music On Hold (MOH) Selection for a Group of Devices: Step-by-Step 4 Select the appropriate Music on Hold file from the User Hold MOH Audio Source dropdown list and/or the Network Hold MOH Audio Source: drop-down list, and then click Save ADP, Inc. PRELIMINARY

111 Advanced UCM Configuration Hunt Group Introduction Broadcast hunt groups simultaneously route calls to all available members within the group. For example, five people are assigned to a broadcast hunt group. If a new call arrives to the hunt group when two members are presently on the phone, the call will simultaneously ring to the other three members in the group, and any of the three members can pick up the call. To set up a hunt group: 1. Set up a new line group. 2. Set up a new hunt list. 3. Set up a new pilot number. Examples of Two Different Broadcast Hunt Group Setups ADP, Inc. PRELIMINARY 109

112 Unified Communications Manager 8.5 Administration Setting Up a Line Group A line group is comprised of extensions in a specific order that incoming calls can be routed to. A line group can belong to multiple hunt lists. Step Setting Up a Line Group 1. From the menu, click Call Routing Route/Hunt Line Group. 2. Click Add New. 3. Enter the Line Group information. 4. From the Route Partition drop-down list, select the appropriate partition to associate with this line group, and then click Find. 5. From the Available DN/Route Partition list, select each line to include in the line group. To select multiple values, press and hold Ctrl while clicking each value. 6. Click Add to Line Group. 7. Click Save ADP, Inc. PRELIMINARY

113 Advanced UCM Configuration Setting Up a Line Group: Step-by-Step 1 From the menu, click Call Routing Route/Hunt Line Group. 2 Click Add New. 3 Enter the Line Group information ADP, Inc. PRELIMINARY 111

114 Unified Communications Manager 8.5 Administration Setting Up a Line Group: Step-by-Step 4 From the Partition drop-down list, select the appropriate partition to associate with this line group, and then click Find. 5 From the Available DN/Route Partition list, select each line to include in the line group. To select multiple values, press and hold Ctrl while clicking each value ADP, Inc. PRELIMINARY

115 Advanced UCM Configuration Setting Up a Line Group: Step-by-Step 6 Click Add to Line Group to move the lines to the Selected DN/Route Partition box. 7 Click Save ADP, Inc. PRELIMINARY 113

116 Unified Communications Manager 8.5 Administration Line Group Configuration Page Key Fields Line Group Name RNA Reversion Timeout Distribution Algorithm No Answer Busy Not Available Action/Definition Type a name for the broadcast hunt group Type the number of seconds until UCM routes the call Select Broadcast Select the option for how UCM handles calls when no member in the hunt group answers the call Select the option for how UCM handles calls when all members in the hunt group are on the phone Select the option for how UCM handles calls when no member in the group is available to take the call ADP, Inc. PRELIMINARY

117 Advanced UCM Configuration Setting Up a Hunt List A hunt list is a collection of one or more line groups in a specific order that calls route to. One or more hunt pilot numbers can target a single hunt list. Step Setting Up a Hunt List 1. From the menu, click Call Routing Route/Hunt Hunt List. 2. Click Add New. 3. Enter the information for the hunt list, and then click Save. 4. Click Add Line Group. 5. From the Line Group drop-down list, select the line group to associate with this hunt list, and then click Save. 6. Click OK in the dialog box. 7. Click Save to save the changes. 8. Click OK in the dialog box to confirm. 9. Click Reset. 10. Click Reset ADP, Inc. PRELIMINARY 115

118 Unified Communications Manager 8.5 Administration Setting Up a Hunt List: Step-by-Step 1 From the menu, click Call Routing Route/Hunt Hunt List. 2 Click Add New. 3 Enter the information for the hunt list, and then click Save ADP, Inc. PRELIMINARY

119 Advanced UCM Configuration Setting Up a Hunt List: Step-by-Step 4 Click Add Line Group. 5 From the Line Group dropdown list, select the line group to associate with this hunt list, and then click Save. 6 Click OK in the dialog box ADP, Inc. PRELIMINARY 117

120 Unified Communications Manager 8.5 Administration Setting Up a Hunt List: Step-by-Step 7 Click Save to save the changes. 8 Click OK in the dialog box to confirm. 9 Click Reset ADP, Inc. PRELIMINARY

121 Advanced UCM Configuration Setting Up a Hunt List: Step-by-Step 10 Click Reset ADP, Inc. PRELIMINARY 119

122 Unified Communications Manager 8.5 Administration Hunt List Configuration Page Key Fields Name Description Cisco Unified Communications Manager Group Enable this Hunt List For Voice Mail Usage Action/Definition Type an appropriate name for the hunt list Type a description for the hunt pilot Select the UCM group that this hunt list is apart of To enable the hunt list, click to select the box. If you are using this hunt list for voice mail purposes, click to select the box ADP, Inc. PRELIMINARY

123 Advanced UCM Configuration Setting Up a Pilot Number A pilot number is a pseudo extension that routes calls to a hunt list. Step Setting Up a Pilot Number 1. On the menu, click Call Routing Route/Hunt Hunt Pilot. 2. Click Add New. 3. Enter the pilot number configuration information, and then click Save ADP, Inc. PRELIMINARY 121

124 Unified Communications Manager 8.5 Administration Setting Up a Pilot Number: Step-by-Step 1 On the menu, click Call Routing Route/Hunt Hunt Pilot. 2 Click Add New. 3 Enter the pilot number configuration information, and then click Save ADP, Inc. PRELIMINARY

125 Advanced UCM Configuration Hunt Pilot Configuration Page Key Fields Hunt Pilot Route Partition Description Numbering Plan Hunt List Alerting Name ASCII Alerting Name Action/Definition Type the extension number for the hunt pilot Select the appropriate partition to set up the hunt pilot on Type a description for the hunt pilot Select North American Numbering Plan Select the appropriate hunt list to associate with this pilot number Type the name of the hunt group. This name displays as Caller ID (before the call is picked up) when the user calls another phone on the system Type the same value as you did in the Alerting Name field ADP, Inc. PRELIMINARY 123

126 Unified Communications Manager 8.5 Administration Exercise Set up a Broadcast Hunt Group Objective In this exercise you will set up a new broadcast hunt group for the Parts department; this consists of creating a line group, hunt list, and pilot number. Instructions 1. Set up a line group as follows: Line Group Name: Parts RNA Reversion Timeout: 6 Distribution Algorithm: Broadcast No Answer: Try next member; then, try next group in Hunt List Busy: Try next member; then, try next group in Hunt List Not Available: Try next member; then, try next group in Hunt List 2. Set up a hunt list as follows: Hunt List Name: Parts Group Hunt Group Description: Parts Group Hunt Group Cisco UCM Group: Select your dealership name 3. Set up a pilot number as follows: Hunt Pilot: 3500 Partition: line1 Description: Parts Group Hunt Group Pilot Number Numbering Plan: North American Numbering Plan Hunt List: Parts Group End of the exercise ADP, Inc. PRELIMINARY

127 Advanced UCM Configuration Set up Call Park and Directed Call Park Numbers Parking a call places it on hold while transferring it to a virtual extension, so that another person can pick up the call on a different phone. Only one call can be parked to a specific call park extension at a time. Directed Call Park lets the person transfer the call to a specific call park number. Never configure both Call Park and Directed Call Park extensions for your ADP Network Phone System use one or the other. Step Set up a Call Park Number 1. From the menu, click Call Routing Call Park. 2. Click Add New. 3. Enter the information for the call park extension, and then click Save. Step Set up a Directed Call Park Number 1. From the menu, click Call Routing Directed Call Park. 2. Click Add New. 3. Enter the information for the directed call park extension, and then click Save ADP, Inc. PRELIMINARY 125

128 Unified Communications Manager 8.5 Administration Set up a Call Park Number: Step-by-Step 1 From the menu, click Call Routing Call Park. 2 Click Add New. 3 Enter the information for the call park extension, and then click Save ADP, Inc. PRELIMINARY

129 Advanced UCM Configuration Call Park Configuration Page Key Fields Call Park Number/Range Description Partition Cisco Unified Communications Manager Action/Definition Type the extension for the call park number. To enter a range of extensions, use X as the wild card. For example, if you want to enter a range of ten extensions, type 921X, which will create a range of extensions from 9210 to Type a description for the call park number. Select line1 to limit access to the call park extension (i.e., only extensions in the line 1 partition) Select the UCM server that the call park extension applies to ADP, Inc. PRELIMINARY 127

130 Unified Communications Manager 8.5 Administration Set up a Directed Call Park Number: Step-by-Step 1 From the menu, click Call Routing Directed Call Park. 2 Click Add New. 3 Enter the information for the directed call park extension, and then click Save ADP, Inc. PRELIMINARY

131 Advanced UCM Configuration Directed Call Park Configuration Page Key Fields Number Description Partition Reversion Number Reversion Calling Search Space Retrieval Prefix Action/Definition Type the extension for the directed call park number. To enter a range of extensions, use X as the wild card. For example, if you want to enter a range of ten extensions, type 921X, which will create a range of extensions from 9210 to Type a description for the directed call park extension. If you want to limit access to the directed call park extension (i.e., only extensions in the line 1 partition), select the partition from the list. To have unrestricted access to the directed call park extension, leave as <None>. Enter the extension where the call is to transfer if no one picks up the directed park call: If the directed call park number is to transfer to someone other than the person who originally parked the call, select the calling search space for that extension. Type the prefix (example: 1234) that the person needs to dial to retrieve the parked call ADP, Inc. PRELIMINARY 129

132 Unified Communications Manager 8.5 Administration Subscribing a Phone to Extension Mobility Services Extension mobility allows a user to access his or her personal phone settings (such as line appearances and speed dials) by logging in to any network phone in your dealership. Features that are tied directly to the physical phone, such as contrast, ring type, and volume settings, are not controlled with extension mobility. Before you can subscribe to extension mobility services, ADP must have first configured your Network Phone system for extension mobility. Step Subscribing a Phone to Extension Mobility Services 1. From the menu, click Device Phone. 2. From the first drop-down box after Find phones where, select Directory Number. 3. Type the directory number (or extension) of the phone you want to subscribe to extension mobility services in the text field. 4. Click Find to display a list of the phones matching your search criteria. 5. To select the phone you want to edit, click any RED words to the left of the column heading Status. 6. Click Subscribe/Unsubscribe Services 7. From the Select a Service drop-down list, select Extension Mobility, and then click Continue. 8. Click Subscribe. 9. Click the X in the window to close it ADP, Inc. PRELIMINARY

133 Advanced UCM Configuration Subscribing a Phone to Extension Mobility Services: Step-by-Step 1 From the menu, click Device Phone. 2 From the Find Phone where drop-down list, select Directory Number. Enter the directory number in the field, and then click Find. 3 Click the Device Name for the phone you want to edit ADP, Inc. PRELIMINARY 131

134 Unified Communications Manager 8.5 Administration Subscribing a Phone to Extension Mobility Services: Step-by-Step 4 In the Extension Information section, click to select the Enable Extension Mobility box, and then click Save. 5 Click OK in the dialog. 6 Click Reset to reset the phone and apply the change ADP, Inc. PRELIMINARY

135 Advanced UCM Configuration Subscribing a Phone to Extension Mobility Services: Step-by-Step 7 Click Reset ADP, Inc. PRELIMINARY 133

136 Unified Communications Manager 8.5 Administration Setting up Forced Authorization Codes Forced authorization codes (FAC) help you manage what type of calls your users can make on your dealership s ADP Network Phone system. FACs are usually set up to prevent unauthorized users from making certain kinds of calls, such as those to long distance numbers. FACs work in conjunction with route patterns, which must be configured to require the FACs. You decide which route patterns require FACs and what level of authorization the route pattern should have. See the ADP Network Phone Forced Authorization Codes Administrator Guide to see which route patterns are okay to use FACs on, as well as for additional information regarding FACs. Step Setting up Route Patterns 1. From the menu, click Call Routing Route/Hunt Route Pattern. 2. Click Find to display all route patterns. 3. Click the name of the route pattern to update. 4. Set up the route pattern to use FACs, and then click Save to save the changes. Step Adding Forced Authorization Codes 1. From the menu, click Call Routing Forced Authorization Codes. 2. Click Add New. 3. Configure the new forced authorization code, and then click Save to add the FAC ADP, Inc. PRELIMINARY

137 Advanced UCM Configuration Setting up Route Patterns: Step-by-Step 1 From the menu, click Call Routing Route/Hunt Route Pattern. 2 Click Find to display all route patterns. 3 Click the name of the route pattern to update ADP, Inc. PRELIMINARY 135

138 Unified Communications Manager 8.5 Administration Setting up Route Patterns: Step-by-Step 4 Set up the route pattern to use FACs, and then click Save to save the changes ADP, Inc. PRELIMINARY

139 Advanced UCM Configuration Adding Forced Authorization Codes: Step-by-Step 1 From the menu, click Call Routing Forced Authorization Codes. 2 Click Add New. 3 Configure the new forced authorization code, and then click Save to add the FAC ADP, Inc. PRELIMINARY 137

140 Unified Communications Manager 8.5 Administration Route Pattern Configuration Page Key Fields Require Forced Authorization Code Authorization Level Action/Definition Click to select this checkbox Type the number (between 0 and 255) for the level of authorization for this route pattern Forced Authorization Code Configuration Page Key Fields Action/Definition Authorization Code Name Type the name for the code Authorization Code Authorization Level Type the code (maximum of 16 numbers) Type the appropriate number (0-255) for the authorization level to assign this FAC. This number must be equal to or greater than the call s route pattern in order to connect the call. For example, if your dealership has a route pattern for informational (e.g., 411) calls with an Authorization Level of 10, a user must have a FAC Authorization Level of 10 or greater to complete the call ADP, Inc. PRELIMINARY

141 Advanced UCM Configuration Exercise Setting up Forced Authorization Codes Objective In this exercise you will set add a new forced authorization code (FAC) to a route plan already configured to accept FACs. Instructions 1. Set up a FAC as follows: Authorization Code Name: Training Authorization Code: 1212 Authorization Level: 100 End of the exercise ADP, Inc. PRELIMINARY 139

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143 Managing Network Phone Backups Managing Network Phone Backups Objectives In this chapter you will learn how to: Manage backups for the network phone system ADP, Inc. PRELIMINARY 141

144 Unified Communications Manager 8.5 Administration ADP, Inc. PRELIMINARY

145 Managing Network Phone Backups Managing Network Phone Backups ADP configures the Network Phone Enterprise (NPE) system to back up automatically each weekday night (Monday through Friday). The specific backup mechanism depends on your NPE configuration: UCM with Unity Connection (Business Edition): Uses a USB tape drive; you will need to change the backup tape every weekday morning UCM with Unity Connection (Enterprise): Uses a separate backup server; there are no tapes for you to change. UCM with Unity: UCM is backed up via SFTP to the Unity server, which is then backed up to the server s tape drive; you will need to change the backup tape every weekday morning. Note that voice mail messages are not backed up ADP, Inc. PRELIMINARY 143

146 Unified Communications Manager 8.5 Administration Notes ADP, Inc. PRELIMINARY

147 Reports Administration Reports Administration Objectives In this chapter you will learn how to set up: Accessing CDR Analysis and Reporting Viewing Bills by Department Viewing Traffic Summary by Extension ADP, Inc. PRELIMINARY 145

148 Unified Communications Manager 8.5 Administration ADP, Inc. PRELIMINARY

149 Reports Administration Accessing CDR Analysis and Reporting The CDR Analysis and Reporting tool is accessed via a web-based interface. To access the login page: 1. From the Navigation drop-down list, select Cisco Unified Serviceability, then click Go. 2. Roll your mouse over the Tools menu, and then click CDR Analysis and Reporting ADP, Inc. PRELIMINARY 147

150 Unified Communications Manager 8.5 Administration Viewing Bills by Department By viewing the Bills by Department report, you can see call logs for the individuals and time period you select. Step Viewing Bills by Department 1. From the menu, click User Reports Bills Department. 2. Enter the parameters for the report, and then click View Report. 3. View the report in PDF or CSV format ADP, Inc. PRELIMINARY

151 Reports Administration Viewing Bills by Department: Step-by-Step 1 From the menu, click User Reports Bills Department. 2 Enter the parameters for the report, and then click View Report. 3 View the report in PDF or CSV format ADP, Inc. PRELIMINARY 149

152 Unified Communications Manager 8.5 Administration Department Bill Page Key Fields Report Type Available Reports From/To Date Select Users Report Format Action/Definition Select the report type to view: Summary: Provides a summary of all calls Detail: Breaks out the calls by type (internal, local, long distance, international, and on net) Leave this as Generate New Report. Enter the beginning and ending dates in the range you want to report on. Note that you cannot view data for the current day; the most recent data available to view is from the previous day. Select the users to include with the report: If you know the user names, type them individually in the User ID field, and then click Add. Note that when adding a user ID using this method, the application does not verify that the user ID you entered is a valid value. To search for and select user IDs individually, click Search User(s). Type a first or last name, and then click Search. In the Action column for the user ID to select, click Select. Select all user IDs before closing the User Search Result page. Click to select the format you want to view the report in: CSV: Comma separated value file, which you can open in a spreadsheet application for further manipulation and analysis. PDF: Portable document format, which you can open in Acrobat Reader ADP, Inc. PRELIMINARY

153 Reports Administration Viewing Traffic Summary by Extension By viewing the Traffic Summary by Extension report, you can view a graphical representation of call activity for the extensions and time period you select. Step Viewing Traffic Summary by Extension 1. From the menu, click System Reports Traffic Summary by Extension. 2. Enter the parameters for the report, and then click View Report. 3. View the report in PDF or CSV format ADP, Inc. PRELIMINARY 151

154 Unified Communications Manager 8.5 Administration Viewing Traffic Summary by Extension: Step-by-Step 1 From the menu, click System Reports Traffic Summary by Phone Number. 2 Enter the parameters for the report, and then click View Report. 3 View the report in PDF or CSV format ADP, Inc. PRELIMINARY

155 Reports Administration Traffic Summary based on Extension Page Key Fields Generate Reports Select Call Types From/To Date Select Extensions Report Format Action/Definition Select the time period you want to report on: Hour of Day: Shows the average number of calls made/received for each hour of the day. (e.g., 12:00 p.m.) Day of Week: Shows the average number of calls made/received for each day of the week (e.g., Monday) Day of Month: Shows the average number of calls made/received for each day of the month (i.e., 15 th ) Click to select each call type to report on. Enter the beginning and ending dates in the range you want to report on. Note that you cannot view data for the current day; the most recent data available to view is from the previous day. Select the extensions to include with the report: To include all extensions in the report, click to select the Select All Phone Number(s) checkbox. If you know the extensions, type them individually in the Extension field, and then click Add Phone Number. Note that when adding an extension using this method, the application does not verify that the extension you entered is a valid value. To search for and select extensions, click Search Internal Phone Number based on User. Type a first or last name, and then click Search. In the Action column for the extension to select, click Select. Select all extensions before closing the Search Extension(s) based on User(s) page. Click to select the format you want to view the report in: CSV: Comma separated value file, which you can open in a spreadsheet application for further manipulation and analysis. PDF: Portable document format, which you can open in Acrobat Reader ADP, Inc. PRELIMINARY 153

156 Unified Communications Manager 8.5 Administration Exercise Viewing Reports Objective In this exercise you will log in to the Cisco CDR Analysis and Reporting tool, run the Bills by Department and Viewing Traffic Summary by Extension reports, and then save a copies of the reports to your PC. Instructions 1. Log in to the Cisco CDR Analysis and Reporting web interface. 2. Run the Bills by Department report in CSV format for a couple of individuals at the dealership. Save a copy to your PC. 3. Run the Viewing Traffic Summary by Extension report in PDF format for the extensions of the people selected in the previous report. Save a copy to your PC. End of the exercise ADP, Inc. PRELIMINARY