Unified Communications Manager 8.5 Administration

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

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

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.

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

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

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

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.

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

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?

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

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,

help.mynetworkphone.com

Access documentation and training resources from help.mynetworkphone.com.

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

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.

Model 7962

LCD display. PC Port.

Model 7965

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.

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

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

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

Navigation

Navigation

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

Find.

3 Click to select the box for the row of the phone to reset, and then click

Resetting a Phone from UCM: Step-by-Step

4

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.

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

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.

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.

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

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

Changing an Existing Phone for a New User:

Step-by-Step

9

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.

Removing a User from UCM: Step-by-Step

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

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

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.

End User Configuration Page

Key Fields Action/Definition

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.

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

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.

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.

Adding a New Phone: Step-by-Step

7

Click OK in the dialog.

Phone Configuration Page

Key Fields Action/Definition

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 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 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

Key Fields Action/Definition 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.

Directory Number Configuration Page

Key Fields Action/Definition 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

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

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

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.

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.

End User Configuration Page

Key Fields Action/Definition

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.

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

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

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

Access List Configuration Page

Key Fields Action/Definition

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.

Creating Remote Destination Profiles: Step-by-Step

1

From the menu, click Device | Device Settings | Remote Destination Profile.

2

Click Add New.

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.

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.

Remote Destination Configuration Page

Key Fields Action/Definition

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

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.

Remote Destination Configuration Page

Key Fields Action/Definition

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.

Key Fields Action/Definition 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

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

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.

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

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.

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

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

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.

Directory Number Configuration Page

Key Fields Action/Definition

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 Coverage/Destination field.

Forward No Coverage

Internal/External

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.

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): 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.

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.

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

4

Adjust the settings for the call forwarding, and then click

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.

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.

Busy Lamp Field Speed Dial Configuration Page

Key Fields Action/Definition 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.

Speed Dial and Abbreviated Dial Configuration Page

Key Fields Action/Definition

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

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

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

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

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

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,

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

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

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.