unified communications network solutions dealer services...

63134-02

*356424* © 2011 ADP, Inc.

Network Solutions Dealer Services

Unified Communications

Manager 8.5 Administration

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.

© 2011 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 60195-2308 (847) 397-1700

ADP-Autonom Robert Bosch Strasse 35 42 489 Wulfrath, Germany 49-02058-902-00

ADP Dealer Services Ltd. 1210 Sheppard Avenue East, 6th Floor North York, Ontario M2K 1E3 416-498-3700

ADP Dealer Services (UK) Ltd. ADP House, Rawmarsh Road Rotherham, England S60 1RU 44-01709-838000

Forms and Supplies toll free numbers: 800-ADP-ADP-ADP in U.S.A. 877-847-9276 in Canada

Printed in U.S.A.

Introduction

63134-02 2011 ADP, Inc. PRELIMINARY 1

ADP Training Locations

United States

Clifton NJ (973) 591-6400

Atlanta GA (678) 319-6400

Hoffman Estates IL (847) 397-1700

Dallas TX (214) 630-3041

LaPalma CA (714) 228-0222

Clackamas OR (503) 654-6300

Canada

Toronto ON (416) 498-3700

Montreal QC (450) 641-7200

Vancouver BC (604) 291-6200

Unified Communications Manager 8.5 Administration

2 2011 ADP, Inc. PRELIMINARY 63134-02

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.

Introduction


Table of Contents

Frequently Asked Questions ..................................................................... 8 Resources ............................................................................................... 10 adpdealerservices.com – Learning Management System ...................... 12 help.mynetworkphone.com ..................................................................... 13

Phone Administration ...................................................... 15

Understanding the Different Phone Types .............................................. 16 Locating a Phone’s MAC Address ........................................................... 18 Logging In to Unified Communications Manager Administration ............ 23 Navigation ................................................................................................ 24 Resetting a Phone ................................................................................... 28

Manage Users and Phones for Unified Communications Manager ............................................................................. 35

Changing an Existing Phone for a New User .......................................... 36 Removing a User from UCM ................................................................... 41 Adding a New User .................................................................................. 43 Associating a User with a Phone ............................................................. 48 Adding and Configuring a New Phone .................................................... 51 Configuring a Line for a Phone ................................................................ 57

Unified Mobility ................................................................. 63

Unified Mobility Overview ........................................................................ 64 Modifying User Configurations for Unified Mobility ................................. 65 Creating Access Lists .............................................................................. 68 Creating Remote Destination Profiles ..................................................... 72 Creating Remote Destination Numbers ................................................... 77

Phone Productivity ........................................................... 81

Viewing the Route Plan Report ............................................................... 83 Adding Extensions to a Call Pickup Group.............................................. 85 Changing Call Forwarding Options ......................................................... 88 Adding Speed Dials ................................................................................. 94 Adding Entries in the Personal Address Book ...................................... 100 Setting up Fast Dial Positions ............................................................... 102

Advanced UCM Configuration ....................................... 105

Changing the Music On Hold (MOH) Selection for a Group of Devices106 Hunt Group Introduction ........................................................................ 109 Setting Up a Line Group ........................................................................ 110 Setting Up a Hunt List............................................................................ 115 Setting Up a Pilot Number ..................................................................... 121 Set up Call Park and Directed Call Park Numbers ................................ 125



Subscribing a Phone to Extension Mobility Services ............................ 130 Setting up Forced Authorization Codes................................................. 134

Managing Network Phone Backups .............................. 141

Managing Network Phone Backups ...................................................... 143

Reports Administration .................................................. 145

Accessing CDR Analysis and Reporting ............................................... 147 Viewing Bills by Department .................................................................. 148 Viewing Traffic Summary by Extension ................................................. 151

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.



Notes

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



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).

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 94.

4. 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 7975.

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).



Resources

adpdealerservices.com

Log in to http://www.adpdealerservices.com, 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 1-800-ADP-ADP-ADP

In Canada call 1-877-847-9276

http://www.dealersuite.com/

Introduction


ADP Training – www.adpdealerservices.com

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.

Click Training to

view the many

training offerings.

Click Support for

additional resources.



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.

Introduction


help.mynetworkphone.com

Access documentation and training resources from

help.mynetworkphone.com.



Notes

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



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 7931 24-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.


Model 7965 Color LCD display. PC Port. Six lighted line or speed dial

buttons. Used by transaction worker.




Model 8961 Color LCD display. PC Port. 10

lighted line or speed dial buttons.


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.



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.



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.



Locating a Phone’s MAC Address: Step-by-Step

4

View the MAC

Address.



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.



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.



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:

https://XXX.XXX.XXX.XXX/ccmadmin, 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.



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.



Navigation

Menu Sub-Menu



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 [**#**]



Resetting a Phone from UCM: 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 to

select the

box for the

row of the

phone to

reset, and

then click

Reset

Selected.



Resetting a Phone from UCM: Step-by-Step

4

Click Reset.



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 [**#**]



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.

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



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


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 1.

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.

9. Click Restart.



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.




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 1.




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.




9

Click Restart.



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.



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.



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.



Adding a New User: Step-by-Step

1

From the

UCM menu,

click User

Management

| End User.

2

Click Add

New.



Adding a New User: Step-by-Step

3

Enter the

information

for the new

user, and then

click Save.



End User Configuration Page

Key Fields Action/Definition

User ID 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 ―4450.‖

Password Enter a password for the user.

The standard password for users added at the time of install by

ADP is password.

Confirm

Password

Enter the same password that you entered in the previous step.

PIN 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

12345.

Confirm PIN Enter the same PIN that you entered in the previous step.

Last Name Enter the last name of the new user.

This is the last name that appears in the Corporate Directory or

Attendant Console Application.

First Name Enter the first name of the new user.

Note: This is the first name that appears in the Corporate

Directory or Attendant Console Application.

Telephone

Number

Enter the new user’s extension number.

Note: This is the number that appears in the Corporate Directory

or Attendant Console Application.

Manager User

ID

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.





Department 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.

Primary

Extension

Select the primary extension for the user. You must select this

value after associating the phone with the user.



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‖ 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.



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.



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: 12345

– Confirm PIN:12345

– Telephone Number: 503-555-1234

– Department: Parts

– Enable CTI Application Use: Yes

– Call Park Retrieval Allowed: Yes

5. Associate Janice Davis with your phone.




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.



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.




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.

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.




7

Click OK in the

dialog.



Phone Configuration Page


MAC Address Enter the 12-digit hexadecimal number of the MAC address.

Description 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).

Device Pool Select the location where this phone has been (or will be) installed.

Calling Search

Space

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

Owner User ID 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.

Phone Button

Template

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 7911

7925: Standard 7925

7931: Standard 7931 SCCP

7937: Standard 7937

7942: Standard 7942G SCCP




8961: Standard 8961 SIP



186 ATA: Standard ATA 186



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.



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.



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.



Directory Number Configuration Page


Directory

Number

Enter the directory number (or extension) you want to assign to the

phone.

Partition 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.

Voice Mail

Profile

Select the value for your Unity or Unity Connection server.

Note: Select NoVoiceMail 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.

Calling Search

Space

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

Forward Busy

Internal/External

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.





Forward No

Answer

Internal/External

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.

Alerting Name 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.

Display (Internal

Caller ID)

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.

Line Text Label 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.

Maximum

Number of Calls

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

Busy Trigger 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).



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.


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



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.

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.



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.

Unified Mobility




Enable Mobility Click the box to enable Unified Mobility for the user.

Primary User Device Select the MAC address for the phone of the user.

Enable Mobile Voice

Access

Leave this box unchecked.

Maximum Wait Time

for Desk Pickup

Leave this at the default value of 10000.

Remote Destination

Limit

Type 1. ADP recommends limiting a user to only one remote

destination number.

Remote Destination

Profiles

This field displays all remote destination profiles that are set

up for the user.

Access Lists This field displays all access lists that are set up for the user.



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

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.



Creating Access Lists: Step-by-Step

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

Unified Mobility


Access List Configuration Page


Name Type the name for the access list.

Description Type a description for the access list.

Owner Select the user ID for the owner of the access list.

Allowed/Blocked 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.



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.

Unified Mobility


Creating Remote Destination Profiles: Step-by-Step

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.

Unified Mobility



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.



Remote Destination Configuration Page


Name Type a name for the remote destination profile.

Description Type a description for the remote destination profile.

User ID Select the User ID to assign to this remote destination

profile.

Device Pool Select the appropriate device pool for this remote

destination profile.

Calling Search Space 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

Leave this at the default value of <None>.

Privacy Select Off.

Rerouting Calling

Search Space

Select the same value as you did from the Calling Search

Space drop-down list.

Calling Party

Transformation CSS

Select the same value as you did from the Calling Search

Space drop-down list.

Ignore Presentation

Indicators

Leave this box unchecked

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



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.

Unified Mobility


Remote Destination Configuration Page


Name Type a name for the remote destination number.

Destination Number Type the remote destination number as you would dial it

from your phone.

Answer Too Soon

Timer

Leave this set at the default value.

Answer Too Late Timer Leave this set at the default value.

Delay Before Ringing

Timer

Leave this set at the default value.

Remote Destination

Profile

Select the appropriate profile for this remote destination

number.

Allowed Access List 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.

Blocked Access List 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.

Mobile Phone If this is a mobile phone, click the checkbox.

Enable Mobile Connect To enable simultaneous ringing of your desk IP phone and

the remote destination phone, click the checkbox.

Ring Schedule 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.




When receiving a call

during the above ringing

schedule

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

Phone Productivity


Phone Productivity

Objectives


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

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.



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.

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.



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.

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 drop-

down list, and

then click

Save.



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.

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.



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.

Phone Productivity




Forward All 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.

Forward Busy

Internal/External

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.

Forward No

Answer

Internal/External

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


Forward No

Coverage

Internal/External

For CTI route points and ports only:






Forward on CTI

Failure

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.

Forward

Unregistered

Internal/External

For directory numbers not associated with a device (e.g., phone):






No Answer Ring

Duration

Type the number of seconds a call should ring before forwarding

according to the rules on this page.



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.

Phone Productivity


Changing Call Forwarding Options (User): Step-by-Step

4

Adjust the

settings for

the call

forwarding,

and then click

Save.



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)


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)


Device.

2. Click Speed Dials.

3. In the Speed Dial Settings section, enter the information

for the speed dial, and then click Save.

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.



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.

Phone Productivity


Busy Lamp Field Speed Dial Configuration Page


Destination

(or Number)

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.

Directory Number 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.

Label Type the name to display on the phone’s screen.

Label ASCII 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.

Call Pickup 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.



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.

Phone Productivity


Speed Dial and Abbreviated Dial Configuration Page


Number Type the phone number (as you would dial it manually) for the

speed dial entry.

Label Type the name to display on the phone’s screen.

ASCII Label 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.



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


Personal Address Book.

2. Click Add New.

3. Enter the information for the contact, and then click

Save.

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.



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 frequently-

called numbers.

Step Setting up Fast Dial Positions


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.

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.



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.


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



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.



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.



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 drop-

down list and/or

the Network

Hold MOH

Audio Source:

drop-down list,

and then click

Save.



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



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.



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.




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.




6

Click Add to

Line Group to move the

lines to the

Selected

DN/Route

Partition box.

7

Click Save.



Line Group Configuration Page


Line Group Name Type a name for the broadcast hunt group

RNA Reversion Timeout Type the number of seconds until UCM routes the call

Distribution Algorithm Select Broadcast

No Answer Select the option for how UCM handles calls when no

member in the hunt group answers the call

Busy Select the option for how UCM handles calls when all

members in the hunt group are on the phone

Not Available Select the option for how UCM handles calls when no

member in the group is available to take the call



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.



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.




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.



Hunt List Configuration Page


Name Type an appropriate name for the hunt list

Description Type a description for the hunt pilot

Cisco Unified

Communications

Manager Group

Select the UCM group that this hunt list is apart of

Enable this Hunt List To enable the hunt list, click to select the box.

For Voice Mail Usage If you are using this hunt list for voice mail purposes, click to

select the box.



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.



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.



Hunt Pilot Configuration Page


Hunt Pilot Type the extension number for the hunt pilot

Route Partition Select the appropriate partition to set up the hunt pilot on

Description Type a description for the hunt pilot

Numbering Plan Select North American Numbering Plan

Hunt List Select the appropriate hunt list to associate with this pilot number

Alerting Name 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

ASCII Alerting Name Type the same value as you did in the Alerting Name field



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




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.



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.



Call Park Configuration Page


Call Park Number/Range 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 9219.

Description Type a description for the call park number.

Partition Select line1 to limit access to the call park extension (i.e.,

only extensions in the line 1 partition)

Cisco Unified

Communications

Manager

Select the UCM server that the call park extension applies

to.



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.



Directed Call Park Configuration Page


Number 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 9219.

Description Type a description for the directed call park extension.

Partition 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>.

Reversion Number Enter the extension where the call is to transfer if no one

picks up the directed park call:

Reversion Calling Search

Space

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.

Retrieval Prefix Type the prefix (example: 1234) that the person needs to

dial to retrieve the parked call.



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


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.



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.




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.




7

Click Reset.



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.



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.



Setting up Route Patterns: Step-by-Step

4

Set up the

route pattern

to use FACs,

and then click

Save to save

the changes.



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.



Route Pattern Configuration Page


Require Forced

Authorization Code

Click to select this checkbox

Authorization Level Type the number (between 0 and 255) for the level of

authorization for this route pattern

Forced Authorization Code Configuration Page


Authorization Code Name Type the name for the code

Authorization Code Type the code (maximum of 16 numbers)

Authorization Level 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.



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


Managing Network Phone Backups



Objectives


Manage backups for the network phone system




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.



Notes

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



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.



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.



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.



Department Bill Page


Report Type 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)

Available Reports Leave this as Generate New Report.

From/To Date 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 Users 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.

Report Format 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.



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.



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.



Traffic Summary based on Extension Page


Generate Reports 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., 15th

)

Select Call Types Click to select each call type to report on.

From/To Date 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 Extensions 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.

Report Format 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.



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.


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