Cisco IOS Telephony Services Version 3.0 System .

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Cisco IOS Telephony Services Version 3.0System Administrator GuideJuly 7, 2003Corporate HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706USAhttp://www.cisco.comTel: 408 526-4000800 553-NETS (6387)Fax: 408 526-4100

THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALLSTATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUTWARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THATSHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSEOR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB’s publicdomain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California.NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS” WITHALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUTLIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OFDEALING, USAGE, OR TRADE PRACTICE.IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING,WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCOOR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.CCIP, CCSP, the Cisco Arrow logo, the Cisco Powered Network mark, the Cisco Systems Verified logo, Cisco Unity, Follow Me Browsing, FormShare, iQ Net ReadinessScorecard, Networking Academy, and ScriptShare are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn, The Fastest Way to Increase YourInternet Quotient, and iQuick Study are service marks of Cisco Systems, Inc.; and Aironet, ASIST, BPX, Catalyst, CCDA, CCDP, CCIE, CCNA, CCNP, Cisco, the Cisco CertifiedInternetwork Expert logo, Cisco IOS, the Cisco IOS logo, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Empowering the Internet Generation,Enterprise/Solver, EtherChannel, EtherSwitch, Fast Step, GigaStack, Internet Quotient, IOS, IP/TV, iQ Expertise, the iQ logo, LightStream, MGX, MICA, the Networkers logo,Network Registrar, Packet, PIX, Post-Routing, Pre-Routing, RateMUX, Registrar, SlideCast, SMARTnet, StrataView Plus, Stratm, SwitchProbe, TeleRouter, TransPath, and VCOare registered trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and certain other countries.All other trademarks mentioned in this document or Web site are the property of their respective owners. The use of the word partner does not imply a partnership relationshipbetween Cisco and any other company. (0303R)Cisco IOS Telephony Services System Administrator Guide Version 3.0Copyright 2003 Cisco Systems, Inc. All rights reserved.

CONTENTSPrefacexiDocumentation ObjectivesAudiencexixiDocumentation OrganizationDocument ConventionsxixiiiObtaining Documentation xvCisco.com xvDocumentation CD-ROM xvOrdering Documentation xvDocumentation Feedback xviObtaining Technical Assistance xviCisco TAC Website xviOpening a TAC Case xviTAC Case Priority Definitions xviiObtaining Additional Publications and InformationCHA PTER1Cisco IOS Telephony Services OverviewContentsxvii1-11-5Cisco IOS Telephony Services 1-5Cisco IOS Telephony Services Network ScenariosAdditional Features 1-7Provisioning 1-7Connecting Cisco IP Phones 1-7Prerequisites 1-8License Prerequisites 1-8Memory Prerequisites 1-8Network Prerequisites 1-9Software Prerequisites 1-9Cisco IOS Software 1-9Cisco IOS Telephony Services Version 3.0 FilesRestrictions1-61-91-12Information About Setting Up an ITS SystemBefore You Start: Basic ITS ConceptsEphones 1-161-131-15Cisco IOS Telephony Services Version 3.0 System Administrator Guideiii

ContentsEphone-dns 1-16Single-Line Ephone-dn 1-17Dual-Line Ephone-dn 1-18Two Ephone-dns with One NumberDual-Number Ephone-dn 1-20Shared Ephone-dn 1-20Overlay Ephone-dn 1-21Phone Number Plan 1-22Direct Inward Dialing 1-23PBX or Keyswitch Model 1-24What to Do Next1-181-24Additional References 1-24Related Documents 1-25Standards 1-25MIBs 1-26RFCs 1-26Technical Assistance 1-26CHA PTER2Setting Up an ITS SystemContents2-12-1Information About Setting Up an ITS SystemPrerequisites2-12-1Setting Network Parameters for ITS 2-2Setting Up DHCP Service for ITS 2-2Defining a Single DHCP IP Address Pool 2-2Defining a Separate DHCP IP Address Pool for Each Cisco IP PhoneDefining a DHCP Relay Server 2-4Configuring Network Time Protocol 2-5Upgrading from ITS V2.1 to ITS V3.02-6Downgrading the Cisco IOS Software Image to an Earlier VersionVerifying the ConfigurationWhat to Do NextCHA PTER32-82-9Setting Up Phones in an ITS SystemContents3-13-1Information About Setting Up Phones in an ITS SystemSpecifying ITS Parameters3-2Setting Up Initial Extensions and Phones3-5Cisco IOS Telephony Services Version 3.0 System Administrator Guideiv3-12-82-3

ContentsAutomated Phone Setup Using the ITS Setup Tool 3-6Prerequisites 3-6Restrictions 3-7ITS Setup Tool Dialog 3-7Configurations Resulting from the ITS Setup Tool DialogPartially Automated Setup Using Router CLI 3-12Prerequisites 3-12Restrictions 3-12Manual Setup Using Router CLI 3-14Prerequisites 3-14Specifying Phone-Related Parameters 3-19DTMF Relay 3-19Configuring DTMF Relay for H.323 Networks 3-19Configuring DTMF Relay for SIP Networks 3-20Dial-Plan Pattern 3-22SIP Register Support 3-23Translation Rules 3-25International Language, Date Formats, and Tone SupportRestrictions 3-263-103-26Resetting and Restarting ITS Phones 3-29Rebooting Phones Using the reset Command 3-29Rebooting One Phone Using the restart Command 3-31Rebooting All Phones Using the restart Command 3-31Verifying ITS Phone ConfigurationConfiguration ExampleWhat to Do NextCHA PTER43-343-37Configuring Call TransferContents3-324-14-1Information About Configuring Call Transfer4-1Configuring H450.2-Standard Call Transfer for IP PhonesPrerequisites 4-2Restrictions 4-2Configuring Cisco-Proprietary Call TransferRestrictions 4-6What to Do Next4-24-64-7Cisco IOS Telephony Services Version 3.0 System Administrator Guidev

ContentsCHA PTER5Configuring Call ForwardingContents5-15-1Information About Configuring Call Forwarding5-1Configuring H.450.3-Standard Call Forwarding for IP PhonesPrerequisites 5-2Restrictions 5-2Configuring Cisco-Proprietary Call ForwardingWhat to Do NextCHA PTER65-5Setting Up the ITS GUIContents5-46-16-1Information About Setting Up the ITS GUIPrerequisites 6-2Restrictions 6-26-1Setting Up GUI Access for the System Administrator 6-2Enabling an HTTP Server and Setting the HTTP Path 6-3Setting Up GUI Access for the System Administrator 6-3Troubleshooting Tips 6-5Accessing the Cisco ITS GUI6-5Creating Additional GUI Login Accounts 6-7Setting Up GUI Access for Customer Administrators 6-7Creating and Loading an XML Configuration File 6-8Defining a Customer Administrator 6-11Setting Up GUI Access for Phone Users 6-13What to Do NextCHA PTER76-15Setting Up Optional ITS System FeaturesContents7-17-1Secondary Dial ToneInterdigit TimeoutRinging Timeout7-17-27-3Music on Hold 7-4Configuring Music on Hold from an Audio File 7-5Prerequisites 7-5Restrictions 7-5Configuring Music on Hold from a Live Feed 7-7Restrictions 7-7Cisco IOS Telephony Services Version 3.0 System Administrator Guidevi5-2

ContentsCHA PTER8Configuring ITS Phone FeaturesContents8-18-1Related Features8-1Automatic Line SelectionOn-Hook Dialing8-28-3Three-Party G.711 Conference CallsCaller ID Blocking on Outbound CallsRestrictions 8-5Caller ID Blocking per CallCallback Busy Subscriber8-48-58-68-7Speed-Dial Features 8-7Speed-Dial Buttons 8-7Defining Speed-Dial Button Information from ITS Router CLI 8-8Changing Existing Speed-Dial Button Information from an IP PhoneLocal Speed Dial 8-11Prerequisites 8-11Personal Speed Dial 8-138-10Configurable Phone Displays 8-14IP Phone Header Bar 8-14System Text Message for the Cisco IP Phone 7940 and Cisco IP Phone 7960 8-15System Display Message (Idle URL) for the Cisco IP Phone 7940 and Cisco IP Phone 7960URL Provisioning for Customized Function Buttons 8-18CHA PTER9Integrating Voice Mail with ITSContents8-169-19-1Configuring ITS for Cisco Unity Voice Mail 9-1Configuring an Access Number for Voice Mail 9-2Configuring the Router for Cisco Unity Voice Mail Integration Using SCCPAssociating a Voice-Mail Device 9-3Configuring Message Waiting Indication 9-5Information About the MWI Mechanism 9-5Information About the MWI Relay Mechanism 9-7Configuring the SIP-Based MWI Server 9-7Configuring MWI for Each ephone-dn 9-8Configuring an ephone-dn for MWI Notification 9-9Configuring MWI Relay 9-109-2Cisco IOS Telephony Services Version 3.0 System Administrator Guidevii

ContentsConfiguring DTMF for Legacy Voice-Mail Devices 9-12Configuring DTMF Patterns on the Router 9-12Configuring Integration Files on Legacy Voice-Mail SystemsCHA PTER10Configuring an Attendant for Primary Call CoverageContentsLabel Support10-110-2Monitor Lamp and Direct Station SelectSilent RingNight Service10-610-8IVR Auto-Attendant10-12Configuring Call BlockingContents10-310-5On-Hold Call Notification1110-110-1Related FeaturesCHA PTER9-1411-111-1Call-Blocking (Toll Bar) Based on Time of Day and Day of Week or DateCall-Blocking (Toll Bar) OverrideRestrictions 11-4Do Not Disturb ServiceClass of RestrictionCHA PTER1211-411-611-6Configuring Secondary Call CoverageContents12-112-1Related Features12-1Information About Configuring Call CoverageEphone-dn Overlays12-2Ephone-dn Dial-Peer PreferenceHuntstop12-112-412-5Ephone Hunt Groups 12-7Configuring Sequential Ephone Hunt Groups 12-9Configuring Peer Ephone Hunt Groups 12-11Call-Pickup Groups12-13Cisco IOS Telephony Services Version 3.0 System Administrator Guideviii11-1

ContentsCHA PTER13Configuring DirectoriesContents13-113-1Local Directory Order13-1Additional Directory EntriesLocal Directory DisableCHA PTER1413-3Configuring Productivity ToolsContents13-214-114-1Related Features14-1Flash Soft Key for Hookflash FunctionalityIntercom14-214-3Paging 14-6Restrictions 14-7Configuring Paging for a Single Group 14-8Configuring Paging for a Combined Group 14-11Prerequisites 14-11Account Code Entry by User14-14Applications Integration with Cisco ITS 14-14Downloading and Setting Up Cisco IOS TSPPrerequisites 14-15Modifying a TSP Configuration 14-17Removing TSP 14-19Verifying Basic TAPI Operation 14-19Troubleshooting TSP 14-19Troubleshooting TSP on the ITS RouterTroubleshooting TSP on a PC 14-21CHA PTER15Monitoring and Managing an ITS SystemCHA PTER16Troubleshooting an ITS System14-1514-1915-116-1CR- 1GL O S S A R YINDEXCisco IOS Telephony Services Version 3.0 System Administrator Guideix

ContentsCisco IOS Telephony Services Version 3.0 System Administrator Guidex

PrefaceThis preface discusses the objectives, audience, organization, and conventions of this document. It alsoprovides sources for obtaining documentation and technical assistance from Cisco Systems.Documentation ObjectivesThis document describes the tasks and commands necessary to configure and maintain Cisco IOSTelephony Services (ITS).AudienceThis document is intended primarily for system administrators who configure and maintain Cisco ITSbut who may not be familiar with the tasks, the relationship between tasks, or the Cisco IOS softwarecommands necessary to perform particular tasks. This configuration guide is also intended for thoseusers experienced with Cisco ITS who need to know about new features, new configuration options, andnew software characteristics in the current Cisco IOS software release.System administrators who are setting up a Cisco ITS system should be familiar with the following: TCP/IP fundamentals: IP addressing, routing, DHCP, HTTP, NTP, TFTP Cisco IOS fundamentals: CLI operation, VLAN configuration, flash and TFTP file management VoIP fundamentals: Configuring and verifying dial peers and voice portsDocumentation OrganizationThis document includes the following chapters: Chapter 1, “Cisco IOS Telephony Services Overview,” contains a high-level explanation ofCisco ITS. Chapter 2, “Setting Up an ITS System,” lists ITS prerequisites and explains how to set up a routerto support ITS. Chapter 3, “Setting Up Phones in an ITS System,” describes the basic steps to set up IP phones.Cisco IOS Telephony Services Version 3.0 System Administrator Guidexi

PrefaceDocumentation Organization Chapter 4, “Configuring Call Transfer,” explains the types of call transfer that can be used in an ITSsystem and how to enable each type. Chapter 5, “Configuring Call Forwarding,” explains the types of call forwarding that can be used inan ITS system and how to enable each type. Chapter 6, “Setting Up the ITS GUI,” explains how to set up the ITS graphical user interface (GUI),which provides a web-browser-based interface for administrators to enable and change phoneconfigurations and for phone users to search directories and change their own speed-dialinformation. Chapter 7, “Setting Up Optional ITS System Features,” explains the following features that affectall ITS users on a systemwide basis:– Interdigit timeout– Secondary dial tone– Ringing timeout– Music on hold (MOH) Chapter 8, “Configuring ITS Phone Features,” describes the following optional features that peopleuse or see on their phones:– Automatic line selection– On-hook dialing– Three-party G.711 conference calls– Caller ID blocking– Caller ID blocking per call– Callback busy subscriber– Speed-dial features– Configurable phone displays Chapter 9, “Integrating Voice Mail with ITS,” describes how to integrate an ITS system with severaltypes of existing voice-mail systems. Chapter 10, “Configuring an Attendant for Primary Call Coverage,” explains the following featuresthat are designed to enhance systems in which a single number is used for incoming contact:– Label support– Busy monitor lamp and direct station select– Silent ringing– On-hold call notification– Night service– Busy attendant announcement– IVR auto-attendant Chapter 11, “Configuring Call Blocking,” describes selective restrictions on outgoing calls. Chapter 12, “Configuring Secondary Call Coverage,” explains the following features that can beused to provide call coverage by routing incoming calls:– Ephone-dn overlays– Ephone-dn dial-peer preferenceCisco IOS Telephony Services Version 3.0 System Administrator Guidexii

PrefaceDocument Conventions– Huntstop– Ephone hunt groups– Call pickup and call pickup groups Chapter 13, “Configuring Directories,” explains features that relate to directories of numbers thatare maintained in an ITS system. Chapter 14, “Configuring Productivity Tools,” describes the following features to help employeesin their jobs:– Flash soft key for hookflash functionality– Intercom– Paging– Account code entry– Applications integration Chapter 15, “Monitoring and Managing an ITS System,” lists commands that can helpadministrators to observe the functioning of an ITS system. Chapter 16, “Troubleshooting an ITS System,” contains suggestions and commands for diagnosingproblems with ITS configuration and operation. The Command Reference contains entries for Cisco IOS commands that are new or changed in thisCisco IOS release.Document ConventionsWithin Cisco IOS software documentation, the term router is generally used to refer to a variety of Ciscoproducts (for example, routers, access servers, and switches). Routers, access servers, and othernetworking devices that support Cisco IOS software are shown interchangeably within examples. Theseproducts are used only for illustrative purposes; that is, an example that shows one product does notnecessarily indicate that other products are not supported.The Cisco IOS documentation set uses the following conventions:ConventionDescription or CtrlThe and Ctrl symbols represent the Control key. For example, the key combination D or Ctrl-Dmeans hold down the Control key while you press the D key. Keys are indicated in capital letters butare not case sensitive.stringA string is a nonquoted set of characters shown in italics. For example, when setting an SNMPcommunity string to public, do not use quotation marks around the string or the string will include thequotation marks.Command syntax descriptions use the following conventions:ConventionDescriptionboldfaceBoldface text indicates commands and keywords that you enter literally as shown.italicsItalic text indicates arguments for which you supply values.[x]Square brackets enclose an optional element (keyword or argument).Cisco IOS Telephony Services Version 3.0 System Administrator Guidexiii

PrefaceDocument ConventionsConventionDescription A vertical line indicates a choice within an optional or required set of keywords or arguments.[x y]Square brackets enclosing keywords or arguments separated by a vertical line indicate an optionalchoice.{x y}Braces enclosing keywords or arguments separated by a vertical line indicate a required choice.Nested sets of square brackets or braces indicate optional or required choices within optional or requiredelements. For example:ConventionDescription[x {y z}]Braces and a vertical line within square brackets indicate a required choice within an optional element.Examples use the following conventions:ConventionDescriptionscreenExamples of information displayed on the screen are set in Courier font.boldface screenExamples of text that you must enter are set in Courier bold font. Angle brackets enclose text that is not printed to the screen, such as passwords. ![An exclamation point at the beginning of a line indicates a comment line. (Exclamation points are alsodisplayed by the Cisco IOS software for certain processes.)]Square brackets enclose default responses to system prompts.The following conventions are used to attract the attention of the reader:CautionNoteTimesaverMeans reader be careful. In this situation, you might do something that could result in equipmentdamage or loss of data.Means reader take note. Notes contain helpful suggestions or references to materials not contained inthis manual.Means the described action saves time. You can save time by performing the action described in theparagraph.Cisco IOS Telephony Services Version 3.0 System Administrator Guidexiv

PrefaceObtaining DocumentationObtaining DocumentationCisco provides several ways to obtain documentation, technical assistance, and other technicalresources. These sections explain how to obtain technical information from Cisco Systems.Cisco.comYou can access the most current Cisco documentation on the World Wide Web at this URL:http://www.cisco.com/univercd/home/home.htmYou can access the Cisco website at this URL:http://www.cisco.comInternational Cisco websites can be accessed from this URL:http://www.cisco.com/public/countries languages.shtmlDocumentation CD-ROMCisco documentation and additional literature are available in a Cisco Documentation CD-ROMpackage, which may have shipped with your product. The Documentation CD-ROM is updated regularlyand may be more current than printed documentation. The CD-ROM package is available as a single unitor through an annual or quarterly subscription.Registered Cisco.com users can order a single Documentation CD-ROM (product numberDOC-CONDOCCD ) through the Cisco Ordering rdering place order ordering tool launch.htmlAll users can order annual or quarterly subscriptions through the on

Contents vi Cisco IOS Telephony Services Version 3.0 System Administrator Guide CHAPTER 5 Configuring Call Forwarding 5-1 Contents 5-1 Information About Configuring Call Forwarding 5-1 Configuring H.450.3-Standard Call Forwarding for IP Phones 5-2 Prerequisites 5-2 Restrictions 5-2 Configuring Cisco-Proprietary Call Forwarding5-4 What to Do Next 5-5 CHAPTER 6 Setting Up the ITS GUI 6-1

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