Paging is similar to the intercom concept; however, it provides only a one-way automatic path for communication. This is useful to allow broadcast messages, such as emergency notifications or to notify employees of holding calls.
The CUCM/CME paging system works by designating an ephone-dn as a paging number. Calls to the DN of this ephone-dn broadcast to the IP phones that are assigned to this paging group. The figure below illustrates this concept.
As shown in the figure above, calls to DN 5555 page the three phones assigned to that paging group. Calls to 5556 do the same for the paging group 81.
In our demonstration, JOSECK (1000), and THE FINANCE MANAGER (1010) belongs to the paging group of 80 with the DN number of 7070. MOKAYA (1001) and MANANI belong to the paging group of 81 with the DN number of 7071. JOSMO (1003) and MOKAJOS (1004) belong to the paging group of 82 of DN Number 7072.
We will also have one Paging group of 83 of DN number 7073 which will page all the phones in the organization.
A call to 7070 pages JOSECK (1000), and THE FINANCE MANAGER (1010) while a call to 7071 pages MOKAYA (1001) and MANANI (1002). A call to 7072 pages both JOSMO (1003) and MOKAJOS (1004) at the same time. A call to 7073 pages all phones.
In this demonstration JOSECK (1000) is going to call 7073 which will page all the phones in the system.
Intercom configurations are common in traditional phone systems. This feature allows an administrative assistant and executive to work closely together by having a speakerphone “tether” between them.
Technically, the way intercom deployments work is through a speed-dial and auto-answer speed-dial configuration. If the administrative assistant presses the button configured as an intercom, it speed dials the executive’s phone, which auto-answers the call on muted speakerphone.
To establish two-way communication, the executive deactivates mute (by pressing the Mute button). Understanding this helps make the intercom configuration much clearer.
In our demonstration, JOSECK the CEO and MOKAYA the secretary to the CEO’s phones have been configured to use Intercom. It is really simple, Either JOSECK or MOKAYA can press the Intercom button and the other party presses the mute button to deactivate mute and establish a two-way communication.
Step 1: JOSECK (C.E.O) calls MOKAYA (The Secretary) by pressing the Intercom button specifically configured for this purpose as shown in the figure below.
Step 2: The Secretary accepts the call by pressing the mute button to start the two-way conversation.
Call pickup allows you to answer another ringing phone in the organization from your local phone. This is accomplished by pushing the PickUp softkey on the IP phone while another phone is ringing. The call automatically transfers to the local phone, where you can answer it.
Of course, the organization is large, and there could be many ringing phones at the same time, so call pickup gives you the opportunity to divide the phones into groups. You assign each of these groups a number in the CME configuration, as shown in the figure below.
Based on the softkey used, the users can answer other ringing phones in their own group or enter other group numbers to answer the ringing phones in that group.
After assigning the ephone-dns to the respective call pickup groups, users can begin answering other ringing phones. CUCM/CME permits three methods to answer other ringing phones:
■ Directed pickup: You can pick up another ringing phone directly by pressing the
PickUp softkey and dialing the DN of the ringing phone. CUCM/CME then transfers the call and immediately answers it at your local phone.
■ Local group pickup: You can pick up another ringing phone in the same call pickup group as your phone by pressing the GPickUp button and entering an asterisk (*) when you hear the second dial tone.
■ Other group pickup: You can pick up a ringing phone in another group by pressing the GPickUp button and entering the other group number when you hear the second dial tone.
■ OPickUp: Even better, you could press the OPickUp softkey where you will be able to pick up a ringing phone in your group. If there is no ringing phone in your group, the CUCM/CME checks for ringing phones in other groups automatically and you don’t have to key in any number of the other groups.
If multiple phones are ringing in the user’s call pickup group, CME answers the oldest ringing phone when the user invokes call pickup.
In our demonstration there are two Pickup Groups: KISII-SALES-G1 and KISII-SALES-G2 as shown in the figure below:
MOKAYA (1001) and MANANI (1002) have been placed into KISII-SALES-G1 group while JOSMO (1003) and MOKAJOS (1004) have been placed into KISII-SALES-G2 group.
Step 1: JOSECK (1000) calls MOKAYA (1002) who is currently not in the office but MANANI hears the phone ring and wants to pick it up without necessarily going to MOKAYA’s cubicle to do that.
Step 2: MANANI (1002) who is in the same PickUP group as MOKAYA (1001) can pick up MOKAYA’s ringing phone by pressing the OPickUp softkey as shown in the figure below.
MANANI (1002) PICKS THE CALL
Typically, when you place a call on hold, you can retrieve the call only from the original phone where you placed the call on hold. Shared-line systems bend the rules by allowing you to retrieve the call from any phone with the same shared line assignment.
The call park feature takes this one step further by allowing you to retrieve the call from any phone in the organization. Call park “parks” the caller on hold at an extension rather than on a specific line. Any IP phone that is able to dial the park extension number can retrieve the call.
The call park system works by finding free Directory numbers in the CUCM configuration that you have not assigned to an IP phone and have specifically designated as a call park slot.
Scenarios fits different environments. Calls being parked at random extensions might work well for a warehouse environment with a voice-paging system. When an employee has a call, the receptionist could announce, “Josmo, you have a call on 5913,” over the loudspeaker, at which point Josmo could go to a phone and dial the extension to pick up the call on hold.
To park a call, simply press the Park softkey while on an active call. CUCM finds a parking slot for the call and send a message back to the phone that parked the call.
When the user parks the call, CUCM/CME allocates the first available park slot. Sometimes, you might want to designate which parking slot the call gets, in cases such as those in which each department of the company is assigned a unique call park number. In this case, you can transfer the call (using the Trnsfer softkey) directly into the parking slot you want.
You can answer parked calls in one of three ways:
■ Dial directly into the call park slot. For example, lifting a phone handset and dialing 1095 answers whatever call is parked at 1095.
■ Press the PickUp softkey and dial the call park number that you want to answer.
■ From the phone at which the call was parked, press the PickUp softkey followed by an asterisk (*) to recall the most recently parked call back to the phone.
In this demonstration, MOKAJOS (1004) calls JOSMO (1003) who receives the call. Then JOSMO parks the call by pressing the Park softkey and then he receive a confirmation message that the call has been parked at 1095.
Step 1: MOKAJOS (1004) calls JOSMO (1003) who receives the call as shown below.
Step 2: Then JOSMO (1003) parks the call by pressing the Park softkey and then he receive a confirmation message that the call has been parked at 1095 as shown in the figure below.
Step 3: JOSECK (1000) who want to retrieve the call can just call the park Directory of 1095 to retrieve the call as shown in the figure below.
Transferring calls represents another common function in voice networks. To transfer a call, hit the Trnsfer softkey while on an active call. (Note that this is not a typo: Trnsfer without the a is correct.)
When you do, you hear another dial tone, at which point you can dial the phone number to which you want to transfer your active call. What happens from there depends on the transfer method configured on the CME router or CUCM. Two transfer methods are available:
■ Consult: Consult transfer allows you to speak with the other party before transferring the call. After you dial the number to which you want to transfer the call, you can wait for the other party to answer and speak with them before transferring the call.
Pressing the Trnsfer softkey a second time transfers the call, dropping you out of the conversation. Consult transfers require a second line (or dual-line configuration). This is the default transfer mode in CME. However, the specific method of transfer used by default in CME is Full Consult.
■ Blind: Blind transfer immediately transfers the call after you dial the number (you do not hit the Trnsfer softkey a second time). Blind transfers can work in a single-line configuration.
In our demonstration we are going to show you how to do call transfer using the Full Consult transfer method. In this demonstration, JOSECK (1000) calls MOKAYA (1001) and they have a conversation, then MOKAYA transfers JOSECK to MOKAJOS (1004). The step by step process is shown below.
Step 1: JOSECK (1000) calls MOKAYA (1001) who receives the call and they have a conversation as shown below.
Step 2: MOKAYA (1001) then presses the Transfer softkey and is asked to enter the number to whom he wants to transfer the call. In this case is MOKAJOS’s number of 1004 as show in the figure below.
Step 3: MOKAJOS (1004) accepts the call and MOKAYA (1001) consults with MOKAJOS if he could receive the call from JOSECK (1000).
Step 4: MOKAJOS (1004) accepts to receive the call from JOSECK (1000). So MOKAYA (1001) presses the Transfer softkey the second time and now transfers the call and moves out of the call as shown below.