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CHAPTER 4
Cisco Call Back
The Cisco Call Back feature allows you to receive call back notification on your
Cisco IP Phone when a called party line becomes available. To receive call back
notification, a user presses the CallBack softkey while receiving a busy or
ringback tone. You can activate call back notification on a line on a
Cisco IP Phone within the same Cisco CallManager cluster as your phone. You
cannot activate call back notification if the called party has forwarded all calls t
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Chapter 4 Cisco Call Back Introducing Cisco Call Back Introducing Cisco Call Back The following sections provide information about the Cisco Call Back feature: � Overview of Cisco Call Back Architecture, page 4-2 � Cisco Extended Functions Service Dependency, page 4-5 � Multiple Cisco Extended Functions Applications in a Cluster, page 4-6 � How to Use Cisco Call Back, page 4-7 Overview of Cisco Call Back Architecture The Cisco Call Back feature uses the Cisco Extended Functions (CEF) serv
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Chapter 4 Cisco Call Back Introducing Cisco Call Back Figure 4-1 Cisco Call Back Using the Cisco Extended Functions Service Architecture Skinny NT Service Cisco Extended Functions Redundancy manager DB Change Notification handler Cisco M CallManager Screen Saver Call Back Handler XSI over Call Back skinny Dictionary QBE QBEHelper DBL Library SDI Trace Alarm Cisco CTIManager DB (SQL & Directory) Cisco CTIManager Interface (QBEHelper) The QBEHelper library provides the interface that allow
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Chapter 4 Cisco Call Back Introducing Cisco Call Back Call Back Handler The Call Back Handler resides in the CEF service and receives the called extension and calling extension information when the CallBack softkey is pressed. Cisco CallManager passes this information to the CEF service through the Cisco CTIManager interface. The Cisco Extended Functions service determines the destination device by using the Cisco CallManager Database Interface. The CEF service opens the line and dev
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Chapter 4 Cisco Call Back Introducing Cisco Call Back SDI Trace and Alarm The Cisco Extended Functions service uses the SDI Trace and Alarm libraries. The libraries generate trace and alarms to the Event Viewer. The alarm library publishes information to the Cisco RIS Data Collector service about the CEF service. For more information about trace and alarms, refer to the Cisco CallManager Serviceability Administration Guide. Cisco Extended Functions Service Dependency Cisco Call Back u
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Chapter 4 Cisco Call Back Introducing Cisco Call Back Figure 4-2 Cisco Extended Functions Service Dependency (Typical Configuration) Cisco CallManager Cisco Cisco Extended CTIManager Functions (Active) Cisco CallManager Cisco Cisco Extended CTIManager Functions (Backup) Cisco CallManager Multiple Cisco Extended Functions Applications in a Cluster If multiple Cisco Extended Functions applications are active within a Cisco CallManager cluster, Cisco Extended Functions uses an algorithm to
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Chapter 4 Cisco Call Back Introducing Cisco Call Back How to Use Cisco Call Back After proper installation and configuration, Cisco IP Phone Models 7960 and 7940 include the Cisco Call Back feature. The following sections describe how to use the Call Back feature and what happens during normal and abnormal operations. For more information about how to use the Call Back feature, refer to the Cisco IP Phone Models 7960 and 7940 User Guide. Cisco Call Back—Normal Operation Use Cisco Call
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Chapter 4 Cisco Call Back System Requirements for Cisco Call Back When Phone A unsuccessfully tries to activate Call Back, the following message displays: Call Back cannot be invoked for extension xxxx. Press Exit to quit this screen. If Phone A tries to press the CallBack softkey during the idle state, the following message displays on Phone A: Call Back is not active. Press Exit to quit this screen. When Phone A tries to activate Call Back and it is already active, the following mes
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Chapter 4 Cisco Call Back Interactions and Restrictions The following phones support Cisco Call Back with the CallBack softkey (can be calling and called phone): � Cisco IP Phone Models 7960, 7940, 7912, and 7905 You can call the following phones and can have Call Back activated on them (must be in same Cisco CallManager cluster as calling phone): � Cisco IP Phone 30 SP+ � Cisco IP Phone 12 SP+ � Cisco IP Phone 12 SP � Cisco IP Phone 12 S � Cisco IP Phone 30 VIP � Cisco IP Phone Model 7
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Chapter 4 Cisco Call Back Installing and Activating Cisco Extended Functions for the Cisco Call Back Feature Table 4-1 Call Back Interactions with Call Waiting and Call Forwarding Call Forward Call Forward No Call Waiting Call Forward All Busy Answer Call Back ON Not configured Not configured Not configured Supported ON or OFF Configured OFF or OFF ON or OFF Not supported ON or OFF Not configured Configured Not configured Supported ON or OFF Not configured Not configured Configured Suppo
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Chapter 4 Cisco Call Back Configuring Cisco Call Back Feature Configuring Cisco Call Back Feature For successful configuration of the Cisco Call Back feature, review the steps in the configuration checklist, perform the configuration requirements, and activate the Cisco Extended Functions service. The following sections provide configuration information: � Configuration Checklist for Cisco Call Back, page 4-11 � Creating a Softkey Template with the CallBack Softkey, page 4-12 � Configu
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Chapter 4 Cisco Call Back Configuring Cisco Call Back Feature Table 4-2 Cisco Call Back Configuration Checklist (continued) Configuration Steps Related Procedures and Topics Step 5 Choose user locales for Cisco IP Phones. User Configuration Settings, Cisco CallManager Administration Guide Cisco IP Telephony Locale Installer documentation. Step 6 Using the Cisco CallManager Cisco CallManager Serviceability Serviceability tool, Service Activation, Administration Guide activate Cisco Exte
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Chapter 4 Cisco Call Back Configuring Cisco Call Back Feature Step 6 To add the CallBack softkey to the template, click the Configure Softkey Layout link. The Softkey Layout Configuration window displays. You must add the CallBack softkey to the On Hook and Ring Out call states. Step 7 To add the CallBack softkey to the On Hook call state, click the On Hook link in the Call States field. The Softkey Layout Configuration window redisplays with the Unselected Softkeys and Selected Softk
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Chapter 4 Cisco Call Back Configuring Cisco Call Back Feature Step 3 In the Softkey Template field, choose the softkey template that contains the CallBack softkey from the drop-down list box. (If you have not created this template, see the “Creating a Softkey Template with the CallBack Softkey” section on page 4-12.) Step 4 Click the Update button. Adding CallBack Softkey Template in Phone Configuration Perform the following procedure to add the Call Back softkey template to each user
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Chapter 4 Cisco Call Back Configuring Cisco Call Back Feature Cisco recommends that you use the default service parameters settings unless otherwise instructed by the Cisco Technical Assistance Center. Cisco Extended Functions includes the following parameters for Cisco Call Back: � CTI Connecting Port—Default specifies port 2748. If this port number changes, restart the Cisco Extended Functions service. � Provider Open Call Time Out—Default specifies 30000. This parameter specifies t
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Chapter 4 Cisco Call Back Providing Information to Users for Cisco Call Back Feature Providing Information to Users for Cisco Call Back Feature The Cisco IP Phone Models 7960 and 7940 User Guide provides procedures for how to use the Call Back feature on the Cisco IP Phone. Troubleshooting Cisco Call Back Feature Use the Cisco CallManager Serviceability Trace Configuration and Real-Time Monitoring Tool to help troubleshoot Call Back problems. Refer to the Cisco CallManager Serviceabil
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Chapter 4 Cisco Call Back Where to Find More Information � Cisco IP Phone Administration Guide for Cisco CallManager � Cisco IP Telephony Locale Installer Cisco CallManager Features and Services Guide OL-4660-01 4-17
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Chapter 4 Cisco Call Back Where to Find More Information Cisco CallManager Features and Services Guide OL-4660-01 4-18
