Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP)

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1 Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) For Cisco Unified IP Phone 6921, 6941, 6945, and 6961 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA USA Tel: NETS (6387) Fax:

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3 Contents Your Phone 1 Cisco Unified IP Phone Phone Connections 1 Buttons and Hardware 3 Phone Screen 5 Cisco Unified IP Phone Phone Connections 6 Buttons and Hardware 8 Phone Screen 11 Cisco Unified IP Phone Phone Connections 12 Buttons and Hardware 14 Phone Screen 17 Cisco Unified IP Phone Phone Connections 18 Buttons and Hardware 20 Phone Screen 22 General Phone Information 23 Footstand 23 Higher Viewing Angle 24 Lower Viewing Angle 25 Handset Rest 25 Power-Saving Mode 26 Applications 28 Phone Applications 28 Services 28 Access Services 28 Call History 28 Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) iii

4 View Call History 29 View Call Record Details 29 Filter Call History 29 Dial From Call History 29 Clear Call History 30 Delete Call Record From Call History 30 Preferences 31 Ring Tones 31 Contrast 31 Phone Information 32 View Phone Information 32 Administrator Settings 32 Contacts 33 Phone Contacts 33 Corporate Directory 33 Search for and Dial a Contact 33 Search for and Dial a Contact While on a Call 34 Personal Directory 34 Personal Directory Options 35 Fast-Dial Codes with Personal Directory 37 Messages 38 Voice Messages 38 Personalize Your Voic 38 Check for Voice Messages 38 Listen to Voice Messages 39 Calling Features 40 Feature Buttons and Softkeys 40 Agent Greeting 41 Answer 41 Auto Answer 41 Auto Answer with Your Headset 42 Auto Answer with Your Speakerphone 42 iv OL

5 Call Back 42 Set up a Call Back Notification 42 Call Forward All 42 Forward Calls on a Primary Line 43 Call Park 43 Park and Retrieve a Call Using Park 44 Park and Retrieve a Call Using Manual Directed Call Park 44 Park and Retrieve a Call Using Assisted Directed Call Park 44 Call Pickup 45 Answer a Call Using Pickup 45 Answer a Call Using Group Pickup and a Group Pickup Number 45 Answer a Call Using Group Pickup and a Phone Number 46 Answer a Call Using Other Pickup 46 Call Waiting 46 Respond to a Call Waiting Notification 46 cbarge 47 Add Yourself to a Conference on a Shared Line 47 Classic Ring Tones 47 Codes 47 Place a Call Using a Client Matter Code 47 Place a Call Using a Forced Authorization Code 47 Conference 48 Add Another Party to Your Call to Create a Conference 48 Combine Calls Across Lines to Create a Conference 48 Swap Between Calls Before Completing a Conference 48 End a Conference 49 View Conference Participants 49 Remove Conference Participants 49 Divert 49 Divert a Call 49 Do Not Disturb 49 Turn DND On and Off 50 Extension Mobility 50 Enable Extension Mobility 50 Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) v

6 Fast Dial 50 Place a Call Using Fast Dial 51 Hold 51 Hold and Resume a Call 51 Swap Between Held and Active Calls on Multiple Lines 51 Put a Call on Hold by Answering a New Call on Another Line 51 Determine if a Shared Line is on Hold 51 Hold Reversion 52 Respond to a Hold Reversion Notification 52 Hunt Groups 52 Sign In and Out of a Hunt Group 52 Intercom 52 Place an Intercom Call 53 Receive an Intercom Call 53 Line Status 53 Line Status Indicators 53 Malicious Call Identification 54 Trace a Suspicious Call 54 Meet Me 54 Host a Meet-Me Conference 54 Join a Meet-Me Conference 55 Mobile Connect 55 Turn On or Off Mobile Connect to All Your Remote Destinations From Your Desk Phone 55 Switch an In-Progress Call on Your Desk Phone to a Mobile Phone 56 Switch an In-Progress Call From a Mobile Phone to Your Desk Phone 56 Monitor and Record 56 Multilevel Precedence and Preemption 56 Multiple Calls Per Line 58 Answer a Second Call On the Same Line 58 Switch Between Multiple Calls On the Same Line 58 Move From a Line To Another Line With Multiple Calls 58 End a Call On a Line With Multiple Calls 58 Outbound Call Rollover 58 Create a Conference With Two Calls On the Same Line 58 vi OL

7 Transfer Two Calls On the Same Line 59 Multiple incoming alerting calls 60 Shared Line 60 Limitations 60 Mute 60 Mute Your Phone 60 On-hook Dialing 61 Dial a Number On Hook 61 Plus Dialing 61 Dialing an International Number 61 Privacy 61 Enable Privacy on a Shared Line 62 Quality Reporting Tool 62 Report Problems on Your Phone 62 Redial 62 Redial a Number 62 Shared Lines 62 Speed Dial 63 Place a Call with a speed dial Button 63 Place a Call with a Speed Dial Code 64 Transfer 64 Transfer a Call to Another Number 64 Use Direct Transfer to Connect Calls Across Lines 64 Swap Between Calls Before Completing a Transfer 65 Web Dialer 65 Use Web Dialer with Cisco Directory 65 Use Web Dialer with Another Online Corporate Directory 65 Set Up, View, or Change Web Dialer Preferences 65 Sign Out of Web Dialer 66 User Options 67 User Options Web Pages 67 Sign In and Out of User Options Web Pages 67 Device 68 Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) vii

8 Select a Device From the User Options Web Pages 68 Customize Do Not Disturb Options 68 Line Settings 69 Set Up Call Forwarding Per Line 69 Change the Voice Message Indicator Setting Per Line 69 Change the Audible Voice Message Indicator Setting Per Line 70 Change the Ring Settings Per Line 70 Change or Create a Line Text Label for Your Phone Display 70 Speed Dial on the Web 71 Set Up speed dial Buttons 71 Set Up Speed Dial Codes 71 Phone Services 71 Subscribe to a Service 72 Search for Services 72 Change or End Services 72 Change a Service Name 73 Add a Service to an Available Programmable Feature Button 73 User Settings 73 Change Your Browser Password 73 Change Your PIN 74 Change the Language for Your User Options Web Pages 74 Change the Language for Your Phone Display 74 Directory 74 Personal Address Book 75 Add a New PAB Entry 75 Search for a PAB Entry 75 Edit a PAB Entry 75 Delete a PAB Entry 75 Assign a Feature Button for Personal Address Book 76 Fast Dials 76 Assign a Feature Button for Fast Dial 76 Assign a Fast Dial Code to a PAB Entry 76 Assign a Fast Dial Code to a Phone Number Without Using a PAB Entry 77 Search for a Fast Dial Entry 77 Edit a Fast Dial Phone Number 77 viii OL

9 Delete a PAB Entry 77 Mobility Settings 78 Add a New Remote Destination 78 Create an Access List 79 Plugins 79 Access Plugins 80 FAQs and Troubleshooting 81 Frequently Asked Questions 81 Troubleshooting Tips 81 Conference 82 Personal Directory 82 Shared Lines 83 User Options 83 Cleaning the Cisco Unified IP Phone 83 Product Safety, Security, Accessibility, and Related Information 84 Safety and Performance Information 84 Power Outage 84 External Devices 84 Cisco Product Security 85 Accessibility Features 85 Additional Information 85 Warranty 87 Cisco One-Year Limited Hardware Warranty Terms 87 Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) ix

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11 Your Phone This chapter describes the features of the Cisco Unified IP Phone 6921, 6941, 6945, and Cisco Unified IP Phone 6921 The Cisco Unified IP Phone 6921 provides these features: Phone connections Buttons and hardware Phone screen Phone Connections For your phone to work, it must be connected to the corporate IP telephony network. Your system administrator can help you connect your phone. Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) 1

12 DC adaptor port (DC48V). 5 Access port (10/100 PC) connection. 2 AC-to-DC power supply (optional). 6 Handset connection. 3 AC power wall plug (optional). 7 Analog headset connection (optional). 4 Network port (10/100 SW) connection. IEEE 802.3af power enabled. 2 OL

13 Your Phone Buttons and Hardware GHI 2 ABC 5 JKL 3 DEF 6 MNO PQRS 8 TUV 9 WXYZ Handset light strip Indicates an incoming call (flashing red) or new voice message (steady red). 2 Phone screen Shows information about your phone such as directory number, active call and line status, softkey options, speed dials, placed calls, and phone menu listings. 3 Softkey buttons Depending on how your system administrator sets up the phone, enable softkey options displayed on your phone screen. Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) 3

14 4 Transfer button Transfers a call. 5 Conference button Creates a conference call. 6 Hold button Places an active call on hold. 7 Navigation bar and Select button 8 Line 1 and Line 2 buttons 1 2 The Navigation bar allows you to scroll through menus and highlight items. When phone is on hook, displays phone numbers from your Placed Call listing (up arrow) or your speed dials (down arrow). The Select button (in the middle of the Navigation bar) allows you to select a highlighted item. Line 1 selects the primary phone line. Depending on how your system administrator sets up the phone, Line 2 may provide access to: Secondary phone line Speed-dial number (speed-dial button) Web-based service (for example, a Personal Address Book button) Buttons illuminate to indicate status: Green, steady Active call Green, flashing Held call Amber, flashing Incoming call or reverting call Red, steady Remote line in use (shared line) Red, flashing Remote line on hold 9 Headset button Toggles the headset on or off. When the headset is on, the button is lit. 10 Speakerphone button Toggles the speakerphone on or off. When the speakerphone is on, the button is lit. 11 Keypad Allows you to dial phone numbers, enter letters, and select menu items (by entering the item number). 12 Mute button Toggles the microphone on or off. When the microphone is muted, the button is lit. 4 OL

15 Your Phone 13 Volume button Controls the handset, headset, and speakerphone volume (off hook) and the ringer volume (on hook). 14 Messages button Auto-dials your voic system (varies by system). 15 Applications button Opens/closes the Applications menu. Use it to access call history, user preferences, phone settings, and phone model information. 16 Contacts button Opens/closes the Directories menu. Use it to access personal and corporate directories. 17 Handset Phone handset. Phone Screen 1 Header Displays date, time, and directory number. 2 Line details and other phone information During a call, displays details for the active line. If not on a call, displays line text label and other information such as placed calls, speed dials, and phone menu listings. 3 Softkey labels Display softkeys for available features or actions. Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) 5

16 Cisco Unified IP Phone 6941 The Cisco Unified IP Phone 6941 provides these features: Phone connections Buttons and hardware Phone screen Phone Connections For your phone to work, it must be connected to the corporate IP telephony network. Your system administrator can help you connect your phone. 6 OL

17 Your Phone DC adaptor port (DC48V). 5 Access port (10/100 PC) connection. 2 AC-to-DC power supply (optional). 6 Handset connection. 3 AC power wall plug (optional). 7 Analog headset connection (optional). 4 Network port (10/100 SW) connection. IEEE 802.3af power enabled. Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) 7

18 Buttons and Hardware OL

19 Your Phone 1 Handset light strip Indicates an incoming call (flashing red) or new voice message (steady red). 2 Phone screen Shows information about your phone such as directory number, active call and line status, softkey options, speed dials, placed calls, and phone menu listings. 3 Programmable feature buttons Depending on how your system administrator sets up the phone, programmable feature buttons (on each side of the phone screen) provide access to: Phone lines and intercom lines Speed-dial numbers (speed-dial buttons, including the Line Status speed-dial features) Web-based services (for example, a Personal Address Book button) Call features (for example, a Privacy button) Buttons illuminate to indicate status: Green, steady Active call or two-way intercom call Green, flashing Held call Amber, steady Privacy in use, one-way intercom call, DND active, or logged into Hunt Group Amber, flashing Incoming call or reverting call Red, steady Remote line in use (shared line or Line Status) Red, flashing Remote line on hold 4 Softkey buttons Depending on how your system administrator sets up the phone, enable softkey options displayed on your phone screen. 5 Transfer button Transfers a call. 6 Conference button Creates a conference call. 7 Hold button Places an active call on hold. Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) 9

20 8 Navigation bar and Select button The Navigation bar allows you to scroll through menus and highlight items. When phone is on hook, displays phone numbers from your Placed Call listing (up arrow) or your speed dials (down arrow). The Select button (in the middle of the Navigation bar) allows you to select a highlighted item. 9 Headset button Toggles the headset on or off. When the headset is on, the button is lit. 10 Speakerphone button Toggles the speakerphone on or off. When the speakerphone is on, the button is lit. 11 Keypad Allows you to dial phone numbers, enter letters, and select menu items (by entering the item number). 12 Mute button Toggles the microphone on or off. When the microphone is muted, the button is lit. 13 Volume button Controls the handset, headset, and speakerphone volume (off hook) and the ringer volume (on hook). 14 Messages button Auto-dials your voice messaging system (varies by system). 15 Applications button Opens/closes the Applications menu. Use it to access call history, user preferences, phone settings, and phone model information. 16 Contacts button Opens/closes the Directories menu. Use it to access personal and corporate directories. 17 Handset Phone handset. 10 OL

21 Your Phone Phone Screen 1 Header Displays date, time, and directory number. 2 Line text label with icon Displays text label and icon for phone or intercom line, speed-dial numbers, or services, depending on your configuration. 3 Primary line details and other phone information 4 Secondary line details and other phone information Displays line label and call details for the primary line, and other phone information such as placed calls, speed dials, and phone menu listings. Displays line label and call details for the secondary line, and other phone information such as placed calls, speed dials, and phone menu listings. 5 Softkey labels Display softkeys for available features or actions. Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) 11

22 Cisco Unified IP Phone 6945 The Cisco Unified IP Phone 6945 provides these features: Phone connections Buttons and hardware Phone screen Phone Connections For your phone to work, it must be connected to the corporate IP telephony network. Your system administrator can help you connect your phone. 12 OL

23 Your Phone DC adaptor port (DC48V). 5 Access port (10/100/1000 PC) connection. 2 AC-to-DC power supply (optional). 6 Auxiliary port. 3 AC power wall plug (optional). 7 Handset connection. 4 Network port (10/100/1000 SW) 8 Analog headset connection (optional). connection. IEEE 802.3af power enabled. Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) 13

24 Buttons and Hardware OL

25 Your Phone 1 Handset light strip Indicates an incoming call (flashing red) or new voice message (steady red). 2 Phone screen Shows information about your phone such as directory number, active call and line status, softkey options, speed dials, placed calls, and phone menu listings. 3 Programmable feature buttons Depending on how your system administrator sets up the phone, programmable feature buttons (on each side of the phone screen) provide access to: Phone lines and intercom lines Speed-dial numbers (speed-dial buttons, including the Line Status speed-dial features) Web-based services (for example, a Personal Address Book button) Call features (for example, a Privacy button) Buttons illuminate to indicate status: Green, steady Active call or two-way intercom call Green, flashing Held call Amber, steady Privacy in use, one-way intercom call, DND active, or logged into Hunt Group Amber, flashing Incoming call or reverting call Red, steady Remote line in use (shared line or Line Status) Red, flashing Remote line on hold 4 Softkey buttons Depending on how your system administrator sets up the phone, enable softkey options displayed on your phone screen. 5 Transfer button Transfers a call. 6 Conference button Creates a conference call. 7 Hold button Places an active call on hold. Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) 15

26 8 Navigation bar and Select button The Navigation bar allows you to scroll through menus and highlight items. When phone is on hook, displays phone numbers from your Placed Call listing (up arrow) or your speed dials (down arrow). The Select button (in the middle of the Navigation bar) allows you to select a highlighted item. 9 Headset button Toggles the headset on or off. When the headset is on, the button is lit. 10 Speakerphone button Toggles the speakerphone on or off. When the speakerphone is on, the button is lit. 11 Keypad Allows you to dial phone numbers, enter letters, and select menu items (by entering the item number). 12 Mute button Toggles the microphone on or off. When the microphone is muted, the button is lit. 13 Volume button Controls the handset, headset, and speakerphone volume (off hook) and the ringer volume (on hook). 14 Messages button Auto-dials your voice messaging system (varies by system). 15 Applications button Opens/closes the Applications menu. Use it to access call history, user preferences, phone settings, and phone model information. 16 Contacts button Opens/closes the Directories menu. Use it to access personal and corporate directories. 17 Handset Phone handset. 16 OL

27 Your Phone Phone Screen 1 Header Displays date, time, and directory number. 2 Line text label with icon Displays text label and icon for phone or intercom line, speed-dial numbers, or services, depending on your configuration. 3 Primary line details and other phone information 4 Secondary line details and other phone information Displays line label and call details for the primary line, and other phone information such as placed calls, speed dials, and phone menu listings. Displays line label and call details for the secondary line, and other phone information such as placed calls, speed dials, and phone menu listings. 5 Softkey labels Display softkeys for available features or actions. Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) 17

28 Cisco Unified IP Phone 6961 The Cisco Unified IP Phone 6961 provides these features: Phone connections Buttons and hardware Phone screen Phone Connections For your phone to work, it must be connected to the corporate IP telephony network. Your system administrator can help you connect your phone. 18 OL

29 Your Phone DC adaptor port (DC48V). 5 Access port (10/100 PC) connection. 2 AC-to-DC power supply (optional). 6 Handset connection. 3 AC power wall plug (optional). 7 Headset connection (optional). 4 Network port (10/100 SW) connection. IEEE 802.3af power enabled. Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) 19

30 Buttons and Hardware ABC 3 DEF GHI 5 JKL 6 MNO 7 PQRS 8 TUV 9 WXYZ Handset light strip Indicates an incoming call (flashing red) or new voice message (steady red). 2 Phone screen Shows information about your phone such as directory number, active call and line status, softkey options, speed dials, placed calls, and phone menu listings. 3 Softkey buttons Depending on how your system administrator sets up the phone, enable softkey options displayed on your phone screen. 20 OL

31 Your Phone 4 Transfer button Transfers a call. 5 Conference button Creates a conference call. 6 Hold button Places an active call on hold. 7 Navigation bar and Select button The Navigation bar allows you to scroll through menus and highlight items. When phone is on hook, displays phone numbers from your Placed Call listing (up arrow) or your speed dials (down arrow). The Select button allows you to select a highlighted item. 8 Programmable feature buttons Depending on how your system administrator sets up the phone, programmable feature buttons provide access to: Phone lines and intercom lines Speed-dial numbers (speed-dial buttons, including the Line Status speed-dial features) Web-based services (for example, a Personal Address Book button) Call features (for example, a Privacy button) Buttons illuminate to indicate status: Green, steady Active call or two-way intercom call Green, flashing Held call Amber, steady Privacy in use, one-way intercom call, DND active, or logged into Hunt Group Amber, flashing Incoming call or reverting call Red, steady Remote line in use (shared line or Line Status) Red, flashing Remote line on hold 9 Headset button Toggles the headset on or off. When the headset is on, the button is lit. 10 Speakerphone button Toggles the speakerphone on or off. When the speakerphone is on, the button is lit. 11 Keypad Allows you to dial phone numbers, enter letters, and select menu items (by entering the item number). Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) 21

32 12 Mute button Toggles the microphone on or off. When the microphone is muted, the button is lit. 13 Volume button Controls the handset, headset, and speakerphone volume (off hook) and the ringer volume (on hook). 14 Messages button Auto-dials your voice messaging system (varies by system). 15 Applications button Opens/closes the Applications menu. Use it to access call history, user preferences, phone settings, and phone model information. 16 Contacts button Opens/closes the Directories menu. Use it to access personal and corporate directories. 17 Handset Phone handset. Phone Screen 1 Header Displays date, time, and directory number. 2 Line details and other phone information During a call, displays details for the active line. If not on a call, displays line text label and other information such as placed calls, speed dials, and phone menu listings. 3 Softkey labels Display softkeys for available features or actions. 22 OL

33 Your Phone General Phone Information Footstand If the phone is placed on a table or desk, the footstand can be connected to the back of your phone for a higher or lower viewing angle, depending on your preference. 2 1 CISCO Footstand slots for a higher viewing angle 2 Footstand slots for a lower viewing angle Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) 23

34 Higher Viewing Angle OL

35 Your Phone Lower Viewing Angle Handset Rest Your system administrator may have mounted your phone on a wall. With a wall-mounted phone, you might need to adjust the handset rest to ensure that the receiver will not slip out of the cradle. Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) 25

36 Remove the handset from the cradle and pull the plastic tab from the handset rest. 2 Rotate the tab 180 degrees. 3 Hold the tab between two fingers, with the corner notches facing you. Make sure the tab lines up evenly with the slot in the handset cradle. 4 Press the tab evenly into the slot. An extension protrudes from the top of the rotated tab. Return the handset to the handset rest. Power-Saving Mode Your phone supports the Cisco EnergyWise (EW) program. Your system administrator sets up sleep (power down) and wake (power up) times for your phone to save energy. Ten minutes before the scheduled sleep time, the Select button flashes and you receive a message that your phone will power down at a specific time. If the power-saving mode is enabled by your system administrator, you hear your ringtone play. The ringtone plays according to the following schedule: At 10 minutes before power down, the ringtone plays four times 26 OL

37 Your Phone At 7 minutes before power down, the ringtone plays four times At 4 minutes before power down, the ringtone plays four times At 30 seconds before power down, the ringtone plays 15 times or until the phone powers down If your phone is inactive (idle) at the sleep time, your phone powers down. If your phone is active (for example, on a call), your phone waits until it has been inactive for a period of time before removing power. After the phone goes to sleep, press the Select button to wake your phone up. After the phone is inactive for a period of time, the phone goes back to sleep. At the set wake time, your phone powers up. Wake and sleep times are also linked to the configured days that you normally work. If your requirements change (for example, your work hours or work days change), see your system administrator to have your phone reconfigured. For more information about EnergyWise and your phone, see your system administrator. Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) 27

38 Applications Phone Applications Phone applications allow you to access the following: Services Call History Preferences Phone Information Administrator Settings (For system administrators only.) Services Phone services can include special phone features, network data, and web-based information (such as stock quotes and movie listings). The services available for your phone depend on the phone system configuration and the services you are subscribed to. For more information, see your system administrator. Access Services 1. Press the Applications button. 2. Select the service you want to access. (Use the Navigation bar and button to scroll and select.) 3. Press the Select softkey, or press the Exit softkey to return to the Applications screen. Call History Call History allows you to view information about the last 150 calls on your phone. A call icon is displayed to indicate the type of call: Received Placed Missed Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) 28

39 Applications The caller ID is displayed with the call icon. If the caller ID is unavailable, then the phone number is displayed. If the phone number is unavailable, then Unknown is displayed. All Call History items are integrated into one list and are ordered by time (latest to oldest). Calls for the same caller ID and phone number are grouped together only when if they occur in chronological order and do not have calls associated. For each group, the time of the latest call and the number of calls, are displayed: Incoming (Received) and outgoing (Placed) calls are grouped together. Missed calls are grouped together in a separate group. There is 150 call limit per phone and not per line. For example, if a phone has multiple lines, the 150 call limit is for all lines combined. You can sort the Call History list by all lines, each line, or by missed calls. You can also dial a number directly from the Call History list. View Call History 1. Press the Applications button. 2. Select Call History. (Use the Navigation bar and button to scroll and select.) 3. Select All Lines or the line that you want to view. 4. Press the softkey to return to the Call History screen. View Call Record Details 1. Press the Applications button. 2. Select Call History. (Use the Navigation bar and button to scroll and select.) 3. Select All Lines or the line that you want to view. 4. Select a call record and press the Details softkey (you may need to press the more softkey first). 5. Press the softkey to return to the Call History list. Filter Call History 1. Press the Applications button. 2. Select Call History. (Use the Navigation bar and button to scroll and select.) 3. Select All Lines or the line that you want to view. 4. To sort by missed calls for the selected line, press the Missed Calls softkey. 5. To view all calls in the Call History list, press the All Calls softkey. 6. Press the softkey to return to the Call History screen. Dial From Call History 1. Press the Applications button. Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) 29

40 2. Select Call History. (Use the Navigation bar and button to scroll and select.) 3. Select All Lines or the line that you want to view. 4. From the Call History list, select the call you want to dial and do one of the following: Press the Call softkey. Press the line key. Pick up the handset. Press the speakerphone or headset button. Edit Number From Call History 1. Press the Applications button. 2. Select Call History. (Use the Navigation bar and button to scroll and select.) 3. Select All Lines or the line that you want to view. 4. Select the call you want to edit. 5. Press the EditDial softkey (you may need to press the more softkey first). 6. Press the >> softkey to move the cursor to the right and press the << softkey to move the cursor to the left. 7. Press the softkey to delete numbers. 8. Press the Dial softkey to dial the edited number (you may need to press the more softkey first). 9. Press the softkey to return to the Call History list. Clear Call History 1. Press the Applications button. 2. Select Call History. (Use the Navigation bar and button to scroll and select.) 3. Select All Lines or the line that you want to view. 4. Press the Clear softkey (you may need to press the more softkey first). 5. Press the Delete softkey to delete the Call History list, or press the Cancel softkey to go back to the Call History screen. Delete Call Record From Call History 1. Press the Applications button. 2. Select Call History. (Use the Navigation bar and button to scroll and select.) 3. Select All Lines or the line that you want to view. 4. Select the call you want to delete. 5. Press the Del Call softkey (you may need to press the more softkey first). 30 OL

41 Applications 6. Press the Delete softkey to delete the call, or press the Cancel softkey to go back to the Call History screen. Preferences Preferences allows you to set these user preferences: Ring Tone Contrast Ring Tones You can customize how your phone indicates an incoming call and a new voice mail message. You can also adjust the ringer volume for your phone. Change Ringtone for a Line 1. Press the Applications button. 2. Select Preferences. (Use the Navigation bar and button to scroll and select.) 3. Select Ringtone. 4. Select a ringtone. 5. Press the Play softkey to play a sample. 6. Press the Set softkey to select the ringtone. 7. Press the Apply softkey to confirm your selection, or press the Cancel softkey to go back to the Ringtone screen. 8. Press the softkey to return to the Preferences screen. Contrast You can adjust your phone screen contrast level. The default contrast level setting is 50%. Adjust the Contrast 1. Press the Applications button. 2. Select Preferences. (Use the Navigation bar and button to scroll and select.) 3. Select Contrast. 4. To increase contrast, press the up arrow on the Navigation bar. To decrease contrast, press the down arrow. 5. Press the Save softkey to set the contrast level, or press the Cancel softkey to exit. Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) 31

42 Phone Information Phone Information allows you to view the following model information for your phone: Model Number IP Address MAC Address Unified Video Advantage Active Load Inactive Load Last Upgrade Active Server Stand-by-Server Backlight On Time Backlight On Duration Backlight Idle Timeout Days Backlight Not Active View Phone Information 1. Press the Applications button. 2. Select Phone Information. (Use the Navigation bar and button to scroll and select.) 3. Press the Exit softkey to return to the Applications screen. Administrator Settings For information on accessing and changing the Administrator Settings, see your system administrator. 32 OL

43 Contacts Phone Contacts The Cisco Unified IP Phones 6921, 6941, 6945, and 6961 provide you with access to corporate and personal contacts using these directories: Corporate Directory Personal Directory Corporate Directory The corporate directory contains corporate contacts that you can access on your phone. Your system administrator sets up and maintains the directory. You can dial calls from your corporate directory in two ways: When you are not on another call. When you are on another call. Related Topics Line Status, page 53 Search for and Dial a Contact 1. Press the Contacts button. 2. Select Corporate Directory. (Use the Navigation bar and button to scroll and select.) 3. Select any of these criteria to search for a co-worker: First name Last name Number 4. Enter the search criteria information, press the Submit softkey, and select a contact. 5. To dial a contact, use one of these options: Press the Dial softkey. Press the Select button. Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) 33

44 Press the contact label number. Press a line button. Press the Speakerphone button. Press the Headset button. Pick up the handset. Search for and Dial a Contact While on a Call 1. Press the Contacts button. 2. Select Corporate Directory. (Use the Navigation bar and button to scroll and select.) 3. Select any of these criteria to search for a co-worker: First name Last name Number 4. Enter the information, then select Search > Dial. 5. Select one of these to handle the original call: Hold button Puts the first call on hold and dials the second. Transfer button Transfers the first party to the second and drops you from the call. To complete the action, press the Transfer button again after dialing. Conference button Creates a conference call with all parties, including you. To complete the action, press the Conference button again after dialing. End Call softkey Disconnects the first call and dials the second. Personal Directory The personal directory contains a list of your personal contacts. You can assign fast-dial codes to your personal directory entries for fast-dialing. There are two ways you can set up and maintain your personal directory: Phone Using your phone, you can: Set up and use Personal Directory Assign and use fast-dial codes User Options Web Pages Using User Options web pages, you can also set up and use your personal directory. Related Topics User Options, page OL

45 Contacts Personal Directory Options From your phone, you can use personal directory options to: Sign in and out Add an entry Search for an entry Dial a number Delete an entry Edit an entry Sign In and Out of Personal Directory 1. Press the Contacts button. 2. Select Personal Directory. (Use the Navigation bar and button to scroll and select.) 3. Enter your user ID and PIN (provided by your system administrator), then press the Submit softkey. 4. Select the Exit softkey, twice, to sign out. If you do not sign out, you are automatically signed out. For more information, see your system administrator. Add a Personal Directory Entry 1. Sign in to Personal Directory. 2. Press the New softkey (you may need to press the more softkey first). 3. Enter the name information. 4. Press the Phones softkey and enter the phone numbers. Include any required access codes such as a 9 or Press the Submit softkey to add the entry to your personal directory. Search for an Entry in Personal Directory 1. Sign in to Personal Directory. 2. Select Personal Address Book. (Use the Navigation bar and button to scroll and select.) 3. Choose any of the following criteria to search for an entry. (Use the Navigation bar and button to scroll and select.) First name Last name Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) 35

46 4. Enter the search criteria information, then press the Submit softkey. The name displays. 5. Press the Select softkey. Dial a Number from Personal Directory 1. Sign in to Personal Directory and search for an entry. (Use the Navigation bar and button to scroll and select.) 2. Select the number that you want to dial. 3. To dial a contact, use one of these options: Press the Dial softkey. Press a line button. Press the Speakerphone button. Press the Headset button. Pick up the handset. Delete a Personal Directory Entry 1. Sign in to Personal Directory and search for an entry. (Use the Navigation bar and button to scroll and select.) 2. Press the Edit softkey. 3. Press the Delete softkey. (You may need to select the more softkey first.) 4. Press the OK softkey to confirm the deletion. Edit a Personal Directory Entry 1. Sign in to Personal Directory and search for an entry. (Use the Navigation bar and button to scroll and select.) 2. Press the Edit softkey to modify the name or address. 3. Modify the name or address. 4. Press the Phones softkey to modify a phone number. 5. Press the Update softkey. 36 OL

47 Contacts Fast-Dial Codes with Personal Directory Using the phone, you can: Assign a fast-dial code to a Personal Directory entry Place a call using a fast-dial code Delete a fast-dial code Assign a Fast-Dial Code to a Personal Directory Entry 1. Sign in to Personal Directory. (Use the navigation bar and button to scroll and select.) 2. Enter the name information and press the Submit softkey. 3. Select the name, then press the FastDial softkey. 4. Select a number and press the Select softkey. 5. Press the Next softkey. 6. Press the Assign softkey for a new fast-dial code that you want to assign to the number. Place a Call Using a Fast-Dial Code 1. Sign in to Personal Directory and search for a fast-dial code. (Use the Navigation bar and button to scroll and select.) 2. Select the fast-dial code you want to dial. 3. Press the Dial softkey. Delete a Fast-Dial Code 1. Sign in to Personal Directory and search for a fast-dial code. (Use the Navigation bar and button to scroll and select.) 2. Select the fast-dial code that you want to delete. 3. Press the Remove softkey. Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) 37

48 Messages Voice Messages Voice messages are stored on your voic system. Your company determines the voic system your phone uses. You can: Personalize your voic Check for voice messages Listen to voice messages Personalize Your Voic Press the Messages button, then follow the voice prompts. Check for Voice Messages Check for voice messages in any of these ways: Look at the visual message indicator lamp on your handset. You can configure the visual message indicator lamp using your User Options web pages. Look for: (For Cisco Unified IP Phone 6941 and 6945 only.) A message waiting icon. (For Cisco Unified IP Phones 6921 and 6961 only.) A text message. Listen for a stutter tone from your handset, headset, or speakerphone when you place a call. The stutter tone is line-specific. You hear it only when using the line that has a waiting message. You can configure the audible message indicator using your User Options web pages. Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) 38

49 Messages Related Topics Change the Voice Message Indicator Setting Per Line, page 69 Change the Audible Voice Message Indicator Setting Per Line, page 70 Listen to Voice Messages There are two ways you can listen to voice messages: Press the Messages button to listen to voice messages left on any line. Press a line button, then press Messages to hear only the voice messages for that line. Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) 39

50 Calling Features Feature Buttons and Softkeys Depending upon how your system administrator sets up your phone, some features included in this guide might not be available to you. This table provides information about some of the features that are available on dedicated feature buttons, and some of the features that are set up by your system administrator either on programmable feature buttons or softkeys. Feature Name Dedicated Feature Button Programmable Feature Button Softkey Call Back X X Call Forward All X X Call Park X X Call Park Line Status X Call Pickup X X Call Pickup Line Status X Conference X X Directed Call Park X Divert X Do Not Disturb (DND) X Group Pickup X X Hold X Hunt Groups X Intercom X Malicious Call Identification (MCID) X Meet Me X X Mobile Connect X Mute X Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) 40

51 Calling Features Feature Name Dedicated Feature Button Programmable Feature Button Other Pickup X X Privacy X Quality Reporting Tool (QRT) X Redial X X Speed Dial X X Speed Dial Line Status X Transfer X X Softkey Agent Greeting The Agent Greeting feature allows an agent to create and update a prerecorded greeting that plays at the beginning of a call, such as a customer call, before the agent begins the conversation with the caller. The agent can prerecord a single greeting or multiple ones as needed. When a customer calls, both the customer and the agent hear the prerecorded greeting. The agent can remain on mute until the greeting ends or answer the call over the greeting. For more information, see your system administrator. Answer Answer allows you to answer the oldest call that is available on all line appearances on your phone, including Hold Reversion and Park Reversion calls that are in an alerting state. Incoming calls are always given priority over Held or Park Reversion calls. Your system administrator sets up the Answer button depending on your call-handling needs and work environment. This feature is typically set up for users who have multiple lines. When you get a call, you see a notification window on the phone screen, called a call toast. The call toast remains visible for a preset amount of time. If an incoming call has been call forwarded from another phone, you may see additional information to identify that the call has been forwarded. Your system administrator controls the amount of additional information displayed. Additional information can identify the person who forwarded the call to you and the caller information. Auto Answer Auto Answer prompts your phone to automatically answer incoming calls after one ring. Your system administrator sets up Auto Answer to work with either your speakerphone or headset. Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) 41

52 Auto Answer with Your Headset Keep the headset button illuminated when the phone is idle. Otherwise, calls ring normally and you must manually answer them. To keep the headset button illuminated, use a line button or softkeys (instead of the headset button) to go off hook and on hook, and to place and end calls. Auto Answer with Your Speakerphone Keep the handset in the cradle and the headset button you must manually answer them. unlit. Otherwise, calls ring normally and Call Back Call Back allows you to receive an audio and visual notification on your phone when a busy or unavailable party becomes available. Set up a Call Back Notification 1. Press the Callback softkey while listening to the busy tone or ring sound. A confirmation screen displays on the phone. 2. Press the Exit softkey to return to the main screen, if desired. Your phone alerts you when the line is free. 3. Press the Dial softkey to place the call again, if desired. Call Forward All Call Forward All allows you to forward calls on your phone to another number. For your primary line, you can set up Call Forward All directly on your phone. For all other lines or to access Call Forward All remotely go to your User Options web pages. There are two types of call forwarding features that your system administrator might set up on your phone: Unconditional call forwarding (Call Forward All) Applies to all calls that you receive. Conditional call forwarding (Call Forward No Answer, Call Forward Busy, Call Forward No Coverage) Applies to certain calls that you receive, according to conditions, and is accessible only from your User Options web pages. When forwarding calls from your phone: 42 OL

53 Calling Features Enter the call forward target number exactly as you would dial it from your phone. For example, enter an access code or the area code, if necessary. Call forwarding is phone-line specific. If a call reaches you on a line where call forwarding is not enabled, the call will ring as usual. Your system administrator can set up other call forward options that: Allow calls placed from the call forward target number to your phone to ring through, rather than be forwarded. Prevent you from creating a call forward loop or exceeding the maximum number of links in a call forwarding chain. Related Topics Set Up Call Forwarding Per Line, page 69 Forward Calls on a Primary Line 1. Press the Fwd All softkey. 2. Enter the target phone number. (Depending on how your voic system is set up, you may be able to press the Messages button to forward all calls to voic .) Visual confirmation displays on your screen for as long as the feature is enabled. 3. To cancel call forwarding, press Fwd OFF. To forward calls on other lines, go to your User Options Web pages. Call Park Call Park allows you to park (temporarily store) a call you receive on your phone, and which you can then retrieve from another phone (for example, a phone at a co-worker s desk or in a conference room). There are three ways you can park a call: Park Allows you to park an active call that you answered on your phone, and retrieve it using another phone in the Cisco Unified Communications Manager system. Manual Directed Call Park Allows you to park an active call by transferring it to a Directed Call number, which your system administrator sets up. You retrieve the call at another phone by dialing a park retrieval prefix number (provided by your system administrator), then dialing the Directed Call number you used to park the call. Assisted Directed Call Park Allows you to park an active call using a feature button, which your system administrator sets up as a speed dial line. You retrieve the call from any other Cisco Unified IP Phone in your network. Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) 43

54 Your system administrator sets up either the Manual Directed Call Park or the Park feature on your phone, but not both. Related Topics Line Status, page 53 Park and Retrieve a Call Using Park 1. During a call, press the Park softkey. Your phone displays the call park number where the system stored your call. 2. Note the call park number displayed on your phone screen. You will use the number to retrieve the call. 3. Hang up. You have a limited time to retrieve a parked call before it reverts to ringing at the original number. 4. From any other Cisco Unified IP Phone in your network, enter the call park number to retrieve the call. Park and Retrieve a Call Using Manual Directed Call Park 1. During a call, press the Transfer button. 2. Enter the Directed Call number where you will park the call. 3. Press Transfer again to finish parking the call, then hang up. You have a limited time to retrieve a parked call before it reverts to ringing at the original number. 4. Retrieve the call, from any other Cisco Unified IP Phone in your network as follows: a. Enter the park retrieval prefix. b. Dial the Directed Call number. For example, if the park retrieval prefix is 99 and the Directed Call number is 1234, enter Park and Retrieve a Call Using Assisted Directed Call Park 1. During a call, press the Assisted Directed Call Park button displaying an idle Line Status indicator. 2. To retrieve a parked call from an assisted directed call park number, press the flashing Assisted Direct Call Park button. If your administrator has not configured a reversion directory number, the parked call is reversed to the phone parking the call. 44 OL

55 Calling Features Call Pickup Call Pickup allows you to answer a call that is ringing on a co-worker s phone by redirecting the call to your phone. You might use Call Pickup if you share call-handling tasks with co-workers. There are three ways you can pick up a call: Pickup Allows you to answer a call that is ringing on another phone within your call pickup group. If multiple calls are available for pick up, your phone picks up the oldest call first (the call that has been ringing for the longest time). Group Pickup Allows you to answer a call on a phone that is outside your call pickup group by: Using a group pickup number (provided by your system administrator). Dialing the ringing phone s number. Other Pickup Allows you to answer a call that is ringing on another phone within in your call pickup group or in an associated call pickup group. Your system administrator sets up the call pickup group you are in, and the call pickup softkeys depending on your call-handling needs and work environment. You can also monitor and pick up ringing calls using Line Status indicators if your system administrator has set up Line Status indicators on speed dial buttons for you. Line Status indicators allow you to see if a line associated with a speed dial button is idle, in-use, in a Do Not Disturb state, or ringing. Related Topics Line Status, page 53 Answer a Call Using Pickup 1. Press the PickUp softkey to transfer a ringing call within your pickup group to your phone. If you have multiple lines and want to pick up the call on a non-primary line, first press the desired line button, then press PickUp. If your phone supports auto-pickup, you are connected to the call. 2. If the call rings, press the Answer softkey to connect to the call. Answer a Call Using Group Pickup and a Group Pickup Number 1. Press the GPickup softkey to answer a call on a phone outside your pickup group. If you have multiple lines and want to pick up the call on another line, first press the desired line button, then press GPickup. Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP) 45

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