Cisco CallManager Fundamentals

by Alexander, John; Pearce, Chris; Smith, Anne; Whetten, Delon

• ISBN13: 9781587051920
• ISBN10: 1587051923
• Edition: 2nd
• Format: Hardcover
• Copyright: 2005-09-22
• Publisher: Cisco Press

Summary

Exposes the inner workings of Cisco CallManager to help you maximize your Cisco IP Communications solution Read new content on QSIG, SIP trunks, video support, hunt lists and line groups, time-of-day routing, and new features added in CallManager releases 3.2, 3.3, 3.4, 4.0, and 4.1 Review content from the first edition that has been fully revised and updated to CallManager release 4.1 Learn how to deploy and manage a CallManager solution Understand the components that make up CallManager call routing through the use of basic to advanced examples that solve enterprise call routing problems Gain a full understanding of how CallManager manages media resources and processes information for conferencing, transcoding, annunciation, and more Learn detailed information about North American and international dial plans, trunk and station devices, media resources, and much more Cisco CallManager Fundamentals, Second Edition, provides examples and reference information about Ciscoreg; CallManager, the call-processing component of the Cisco IP Communications solution.Cisco CallManager Fundamentalsuses examples and architectural descriptions to explain how CallManager processes calls. This book details the inner workings of CallManager so that those responsible for designing and maintaining a Voice over IP (VoIP) solution from Cisco Systemsreg; can understand the role each component plays and how they interrelate. This book is the perfect resource to supplement your understanding of CallManager. Yours"ll learn detailed information about dial plan management and call routing, hardware and software components, media processing, call detail records, system management and monitoring, and the history of CallManager. The authors, all members of the original team that developed and implemented the CallManager software and documentation from its early stages, also provide a list of features and Cisco solutions that integrate with CallManager. This second edition ofCisco CallManager Fundamentalscovers software releases through release 4.1. With this book, you will gain a deeper understanding of the system and find answers to questions not available in any other source. This book is part of the Cisco Pressreg; Fundamentals Series. Books in this series introduce networking professionals to new networking technologies, covering network topologies, example deployment concepts, protocols, and management techniques.

Author Biography

John Alexander is a director of the CallManager software development group at Cisco. His experience is primarily in the field of voice communications, including call processing, voice messaging, call center, and switching systems.

 

Chris Pearce is a Cisco distinguished engineer in the CallManager software development group at Cisco. His expertise includes call routing, call control, and telephone features. Chris is directly involved in developing the system architecture and design.

 

Anne Smith is a technical writer in the CallManager support group at Cisco. Her expertise lies in comprehending and distilling complex technical information into comprehensive, accurate, and readable documentation.

 

Delon Whetten is a senior manager of the call processing team in the CallManager software development group at Cisco. His experience centers on the design and development of message switching, voice messaging, and VoIP call processing systems.

 

Table of Contents

Foreword	xxxiv
Introduction	xxxv
Cisco CallManager Architecture	3	(66)
Circuit-Switched Systems	8	(42)
Call Establishment in a Circuit-Switched Telephone System	9	(1)
Cisco IP Communications Networks	10	(1)
CallManager History	11	(1)
1994---Multimedia Manager	12	(1)
1997---Selsius-CallManager	13	(1)
2000---Cisco CallManager Release 3.0	14	(1)
2001---Cisco CallManager Release 3.1	15	(1)
2001---Cisco CallManager Release 3.2	16	(1)
2002---Cisco CallManager Release 3.3	16	(1)
2004---Cisco CallManager Release 4.0	17	(2)
2004---Cisco CallManager Release 4.1	19	(1)
Cisco-Certified Servers for Running Cisco IP Communications	20	(3)
Windows 2000 and Tomcat Services on Cisco IP Communications Servers	23	(2)
Client Devices That CallManager Supports	25	(7)
Call Establishment in a Cisco IP Communications Network	32	(3)
Cisco IP Communications Clustering	35	(1)
Clustering and Reliability	36	(1)
Database Clustering	37	(1)
CallManager Clustering	38	(5)
Device Redundancy	43	(1)
Deployment of Servers Within a CallManager Cluster	44	(6)
Enterprise Deployment of CallManager Clusters	50	(17)
Network Topologies	50	(1)
Single-Site Model	50	(2)
Multiple-Site Model with Independent Call Processing	52	(1)
Multiple-Site IP WAN Model with Distributed Call Processing	52	(3)
Multiple-Site Model with Centralized Call Processing	55	(2)
Combined Multiple-Site Model	57	(1)
Quality of Service (QoS)	57	(2)
Traffic Marking	59	(2)
Regions	61	(2)
CallManager Locations-Based Call Admissions Control	63	(1)
H.323 Gatekeeper	64	(3)
Summary	67	(2)
Call Routing	69	(190)
The Three Responsibilities of Call Routing	70	(2)
The Seven Fundamentals of Call Routing	72	(3)
Route Patterns and Route Filters	75	(46)
Wildcards	76	(2)
Dialing Behavior	78	(2)
Example 1: Simple Call Routing	80	(2)
Example 2: Closest Match Routing	82	(2)
Example 3: Wildcards That Match Multiple Digits	84	(5)
Overlapped Sending and Non-North American Numbering Plans	89	(4)
Dialing Behavior Refinements	93	(1)
Urgent Route Patterns	93	(2)
Outside Dial Tone	95	(4)
Call Classification	99	(2)
MLPP Precedence	101	(1)
The Route/Block Flag	102	(1)
Forced Authorization Codes and Client Matter Codes	103	(1)
Other Wildcards (@ and .)	104	(1)
@ Wildcard	104	(1)
. Wildcard	105	(1)
Route Filters	106	(1)
Tags	107	(1)
Operators	108	(2)
Route Filter Operation	110	(3)
Useful Route Filters for the North American Numbering Plan	113	(1)
Block Calls Where the User Has Selected a Long Distance Carrier	114	(1)
Block International Calls	114	(1)
Route Just Local Numbers	114	(1)
Metro Dialing	115	(2)
Route Toll-Free Numbers	117	(1)
Eliminate Interdigit Timing Between 7-Digit and 10-Digit Patterns	117	(1)
Block 900 Numbers	118	(3)
Dialing Transformations	121	(25)
When CallManager Can Apply Dialing Transformations	124	(2)
About Device Types That CallManager Supports	126	(1)
About Masks	127	(1)
About Name and Line Presentation	127	(3)
Dialing Transformation-Related Service Parameters	130	(1)
Calling Party Number Screening Indicator	131	(1)
Matching Calling Party Number With Attendant Flag	132	(1)
Overlap Receiving Flag for PRI	133	(1)
Strip # from Called Party Number	133	(1)
Unknown Caller ID, UnknownCallerIDFlag, and UnknownCallerIDText	133	(1)
Numbering Plan Info	133	(1)
Transformations on the Originating Device	134	(1)
External Phone Number Mask	134	(2)
Prefix Digits	136	(1)
Expected Digits and Num Digits	137	(1)
Attendant DN	137	(1)
Significant Digits	138	(1)
Transformations in Translation Patterns, Route Patterns, and Route Lists	139	(1)
Called Party Transformations	140	(1)
Digit Discarding Instructions	140	(1)
Called Party Transformation Mask	141	(1)
Prefix Digits	141	(1)
Calling Party Transformations	141	(1)
Use External Phone Number Mask Check Box	142	(1)
Calling Party Transformation Mask	142	(1)
Prefix Digits	142	(1)
Transformations on the Terminating Device	142	(1)
Caller ID DN	143	(1)
Calling Party Selection	143	(1)
Calling Line ID Presentation	144	(1)
Called Party IE Number Type	144	(1)
Calling Party IE Number Type	145	(1)
Called Numbering Plan	145	(1)
Calling Numbering Plan	145	(1)
Number of Digits to Strip	146	(1)
Display IE Delivery	146	(1)
Redirecting Number IE Delivery	146	(1)
Translation Patterns	146	(22)
Security Desk and Operator Functionality	149	(2)
Hotline Functionality	151	(2)
Extension Mapping from the Public to the Private Network	153	(4)
Insertion of Access Codes in the Received Calls and Missed Calls Menus of Cisco IP Phones	157	(7)
Multiple-Tenant Applications	164	(1)
Extension Mapping for Multiple Tenants	165	(1)
Calls Between Tenants	166	(2)
Call Hunting Constructs	168	(20)
Hunt Lists and Line Groups	169	(3)
Line Groups	172	(2)
Hunt Lists	174	(1)
Hunt Pilots	174	(3)
Route Lists and Route Groups	177	(1)
Route List and Group Operation	177	(2)
Assigning Gateways to Route Groups and Route Groups to Route Lists	179	(1)
Assigning Gateways to Route Groups	180	(1)
Assigning Route Groups to Route Lists	181	(3)
Route-Based Calling and Called Party Transformations	184	(2)
QSIG and Non-QSIG Route Lists	186	(2)
Calling Search Spaces and Partitions	188	(26)
Calling Search Space and Partitions Analogy	189	(1)
Calling Search Space and Partition Operation	190	(2)
Calling Search Space and Partitions Example	192	(4)
Calling Search Spaces on Line and on Station	196	(1)
Call Forwarding Calling Search Spaces	196	(2)
Calling Search Spaces Interaction with Unified Messaging Systems	198	(1)
About Cisco Messaging Interface (CMI)	199	(1)
About Non-SMDI-Based Unified Messaging Systems	200	(2)
Delivering the Correct Mailbox Number to Unified Messaging	202	(3)
Message Waiting Indicator	205	(3)
Time-of-Day Routing	208	(2)
QSIG Calling Search Spaces	210	(4)
Case Studies	214	(19)
Routing by Class of Calling User	214	(1)
User-Restriction Configuration Process	215	(4)
Routing by Geographic Location (or What the External Route Plan Wizard Builds)	219	(2)
Geographical Routing Problem Description	221	(3)
Outbound dialing	224	(1)
Route Group and Route List Creation	224	(3)
Route Filter Creation and Route Pattern Assignment	227	(2)
Applying Calling and Called Party Transformations	229	(1)
Calling Search Space Creation, Calling Search Space Assignment, and Phone Configuration	230	(1)
Inbound Dialing	231	(1)
Define Translation Patterns	231	(1)
Define and Assign Inbound Calling Search Spaces	232	(1)
Geographical Routing Summary	232	(1)
Miscellaneous Solutions	233	(15)
Insertion of Access Codes in the Placed Calls Menu of Cisco IP Phones	234	(1)
Automatic Rerouting of Calls when Call Admission Control Fails	234	(3)
One-to-One Station-to-Trunk Mapping	237	(2)
Fallback Routing to Another PBX	239	(1)
Multiple Call Appearances	239	(4)
Enhanced 911 Support	243	(5)
International Numbering Plans	248	(2)
File Format	248	(1)
International Dial Plans	249	(1)
Troubleshooting	250	(5)
Cisco CallManager Dialed Number Analyzer	250	(3)
CallManager Applies Outside Dial Tone Too Late	253	(1)
CallManager Applies Outside Dial Tone Too Early	253	(1)
Seven-Digit Calls to the North American PSTN Wait 10 Seconds Before Routing	253	(1)
Phone A Can Call Phone B, but Not Vice Versa	254	(1)
Route Pattern 9 XXX XXXX and Route Pattern 9.@ Are Defined, but CallManager Never Selects Route Pattern 9 XXX XXXX	254	(1)
Digit Discarding Instructions on a Route Pattern Are Defined, but the Digit Discarding Instructions Are Not Taking Effect	254	(1)
CPU Usage on a CallManager Server Rises to 100 Percent, Memory Usage Escalates, and Ultimately CallManager Restarts	255	(1)
Summary	255	(4)
Station Devices	259	(54)
Definition of Station Devices	261	(1)
Overview of Station Device Features Supported by CallManager	262	(22)
User/Station Distinction	262	(1)
Line Appearance Model	263	(2)
Shared Line Examples	265	(1)
Shared Line for Small Support Group	265	(1)
Shared Line for Executive Support	266	(1)
Station Features	267	(1)
Distinctive Ring per Line	267	(1)
Change Ring Settings	268	(1)
Block Calling ID on a Per-Call Basis	268	(1)
Malicious Call Identification	269	(1)
Barge/cBarge/Privacy	270	(4)
Join	274	(1)
Direct Transfer	274	(1)
iDivert	275	(1)
Service URLs/Speed Dials	276	(1)
Abbreviated Dialing (AbbrDial)	277	(1)
Dropping Conference Participants	278	(1)
Configurable Display of Forwarded Call Information	279	(2)
Configurable Text Label per Line	281	(1)
Alerting Name	281	(1)
Auto Answer	282	(1)
Media Termination at Route Points	283	(1)
Overview of Station Devices Supported by CallManager	284	(2)
Role of CallManager for Stations	284	(1)
SCCP Overview	285	(1)
Computer Telephony Integration (CTI) Overview	285	(1)
H.323 Endpoint Overview	286	(1)
SCCP Station Devices	286	(16)
Cisco IP Phones	287	(1)
Cisco IP Phone 7902G	288	(1)
Cisco IP Phone 7905G	289	(1)
Cisco IP Phone 7912G	289	(1)
Cisco Wireless IP Phone 7920	289	(1)
Cisco IP Phones 7940G, 7941G, 7960G, 7961G, 7970G, and 7971G-GE	289	(2)
Cisco IP Phone 7914 Expansion Module	291	(1)
Cisco IP Phone Conference Station 7936	291	(1)
Cisco IP Phone 7985G	291	(1)
Cisco IP Communicator	292	(1)
Cisco IP Phone Registration	292	(4)
Cisco IP Phone Security	296	(1)
Configuration	297	(1)
Device Identity and Configuration File Security	298	(1)
Media Privacy	299	(1)
Call Signaling	300	(1)
Cisco IP Phone Services	300	(1)
Overview of Cisco IP Phone Services	300	(1)
Phone-Supported XML Objects	301	(1)
Cisco VT Advantage	302	(1)
Computer Telephony Interface (CTI) Devices	303	(5)
CTI Application Architecture Overview	303	(1)
Application Layers External to CallManager	304	(1)
TAPI	304	(2)
JTAPI	306	(1)
CTI Layer	307	(1)
H.323 Endpoint Devices	308	(2)
H.323 Protocol Support	309	(1)
H.323 Device Configuration	310	(1)
Gatekeeper Functionality	310	(1)
Summary	310	(3)
Trunk Devices	313	(74)
Architectural Overview of Trunk Devices	314	(3)
Overview of Circuit-Switched Interfaces	317	(22)
Analog Trunks	317	(1)
FXS/FXO Trunks	317	(3)
E&M Trunks	320	(1)
Digital Trunks	320	(4)
CAS Trunks	324	(2)
BRI and PRI Trunks	326	(6)
QSIG	332	(7)
VoIP Gateway Security	339	(3)
Authentication, Authorization, and Privacy of Signaling Connections Between CallManager and Cisco Gateways	340	(1)
Authentication, Authorization, and Privacy of Media Connections Between Cisco VoIP Endpoints	341	(1)
H.323 Gateways	342	(24)
CallManager and the H.323 Control Model	343	(3)
H.323 Call Signaling Details	346	(1)
RAS	346	(10)
H.225	356	(4)
H.245	360	(6)
MGCP Gateways	366	(6)
MGCP Messages	366	(2)
Q.931 Backhaul	368	(3)
MGCP Gateway Failover	371	(1)
SIP	372	(12)
Roles of SIP Elements	373	(1)
SIP Call Flow	374	(5)
SIP UA-Initiated Features	379	(1)
Hold and Resume	380	(1)
Call Forwarding	380	(1)
Presentation and Restriction of Calling Line, Calling Name, Connected Line, and Connected Name	381	(1)
SIP Timers and Retry Counts	382	(2)
Summary	384	(3)
Media Processing	387	(108)
Media Processing Overview	389	(36)
Definition of Common Terms and Concepts Used in Voice over IP	390	(1)
Logical Channels	390	(1)
Voice Codecs	391	(3)
Video Codecs	394	(1)
Video Standards	394	(1)
Silence Suppression	395	(1)
IP Phone	396	(1)
Media Termination Point	397	(1)
Transcode	397	(1)
Transcoder	397	(1)
Call Leg	397	(1)
Media Processing Resource Types	398	(1)
Unicast Conferencing Resources	398	(2)
Media Termination Points (MTP)	400	(2)
Music on Hold (MOH) Resources	402	(1)
Annunciator Resources	403	(1)
Built-in Bridge Resources	404	(1)
Understanding Media Processing Resources	404	(1)
Software-Based Media Processing Resources	405	(1)
Hardware-Based Media Processing Resources	405	(1)
Advantages and Disadvantages of Hardware and Software Media Processing Resources	406	(1)
Media Resource Registration	406	(1)
The Media Control Layer	407	(4)
Controlling the Allocation and Usage of Media Resources	411	(1)
Reasons to Control the Allocation of Media Resources	412	(1)
Media Resource Default Configuration	412	(1)
How to Control Built-in Bridge Allocation	412	(1)
How to Control Media Resources Allocation	413	(12)
Architecture and Functionality of the Media Control Layer	425	(67)
Conferencing and Transcoding DSP Resources	426	(1)
Limitations on Conferencing and Transcoding Resources	426	(1)
Conference Resource Basic Architecture	427	(1)
Supplementary Services Layer	427	(1)
Protocol Layer	427	(1)
Built-in Bridge Support for Barge Feature	428	(1)
Conference Resource Allocation and Control	429	(3)
Device Registration and Initialization	432	(2)
Conferencing Limitations and Configuration Notes	434	(1)
Unicast Conference Bridge Application (Software)	435	(1)
Ad Hoc Conferencing	436	(1)
Meet-Me Conferencing	436	(1)
Conference Configuration	437	(1)
What Happens When Conference Resources Are Not Available	438	(2)
Unicast Conference Performance Statistics	440	(4)
MTP and Transcoding Resource Basic Architecture	444	(1)
Why to Use an MTP	444	(6)
When an MTP Is Inserted	450	(1)
Why to Use a Transcoder	450	(1)
Determining Which Device Needs the Transcoder	451	(1)
What Happens When Transcoders or MTPs Are Not Available When Needed	452	(1)
Rules for Inserting Transcoders and MTPs When They Are Available	452	(3)
Device Control and Operation	455	(1)
Device Registration and Initialization	455	(1)
MTP and Transcoder Configuration	455	(1)
MTP and Transcoder Performance Statistics	456	(2)
Music on Hold (MOH)	458	(1)
Configuring MOH Servers	458	(7)
Configuring CallManager to Use MOH	465	(2)
MOH and Conferences	467	(2)
CallManager MOH Usage and Performance Monitoring	469	(2)
Video Call Processing Architecture	471	(1)
CallManager Video Usage and Performance Monitoring	471	(3)
Annunciator/Tone Plant Processing Architecture	474	(1)
Device Control and Operation	475	(1)
Configuring Annunciator Servers	476	(1)
Annunciator Server Initialization	476	(1)
Annunciator Performance Statistics	477	(1)
Call Preservation During System Failures	478	(1)
General Overview of Call Preservation	478	(1)
Failure and Recovery Objectives	479	(1)
Handling System and Device Failures	480	(6)
Recovering Devices After a Failure	486	(6)
Summary	492	(3)
Manageability and Monitoring	495	(52)
Manageability Tools	497	(14)
Bulk Administration Tool (BAT)	497	(1)
Reasons to Use BAT	498	(1)
Setting Up a New System or Installing New Devices	498	(1)
Working with an Existing System	499	(1)
CSV Files	500	(1)
Tool for Auto-Registered Phone Support (TAPS)	501	(1)
Updating Phone Certificates	501	(1)
Learn More About BAT	502	(1)
CDR Analysis and Reporting (CAR)	502	(1)
Reasons to Use CAR	502	(2)
CAR Features	504	(1)
Loading CDR Data	505	(1)
Automatic Report Generation	506	(1)
Reports	506	(5)
CAR Database Maintenance	511	(1)
Alerts	511	(1)
Learn More About CAR	511	(1)
Monitoring Tools	511	(33)
Cisco CallManager Serviceability	512	(1)
Alarm Configuration	513	(1)
Alarm Definitions	514	(1)
Tracing	515	(1)
SDI Traces	516	(1)
SDL Traces	517	(1)
Trace Configuration	517	(3)
Troubleshooting Trace Settings	520	(1)
Trace Analysis	521	(1)
Service Activation	522	(1)
Control Center	522	(1)
QRT Viewer	522	(1)
Serviceability Reports Archive	523	(1)
Component Version Information	524	(1)
Learn More About Cisco CallManager Serviceability	524	(1)
Real-Time Monitoring Tool (RTMT)	524	(1)
RTMT View Tab	525	(4)
RTMT Alert Tab	529	(2)
Learn More About Real-Time Monitoring Tool	531	(1)
Microsoft Performance	531	(1)
Customizing Microsoft Performance	532	(1)
Learn More About Microsoft Performance	532	(1)
Trace Collection Tool	533	(2)
Learn More About the Trace Collection Tool	535	(1)
Event Viewer	535	(2)
Learn More About Event Viewer	537	(1)
Terminal Services Client	537	(1)
Installing and Accessing Terminal Services Client	537	(1)
Virtual Computer Networking (VNC) Viewer	538	(1)
CiscoWorks IP Telephony Environment Monitor	538	(1)
System Log Management	539	(1)
Cisco Syslog Collector	540	(1)
Cisco Syslog Analyzer	540	(1)
Learn More About CiscoWorks and ITEM	540	(1)
SNMP MIBs	541	(1)
HP Insight Agent	541	(1)
IBM Director Agent	541	(1)
CCM MIB Extension Agent	541	(1)
CDP MIB Extension Agent	542	(1)
Updating the CISCO-CCM-MIB Information	542	(1)
Updating the CISCO-CDP-MIB Information	542	(1)
Downloading the Latest MIBs	542	(1)
Cisco Discovery Protocol (CDP)	542	(1)
Voice Log Translator (VLT)	543	(1)
Summary	544	(3)
Call Detail Records	547	(60)
Overview of CDR Data	549	(2)
Contents and Generation of CDRs	549	(1)
Contents and Generation of CMRs	550	(1)
Creation and Usage of CDR Data	551	(3)
Enabling and Disabling CDR Data Generation	552	(1)
Logging or Not Logging Calls with Zero Duration	553	(1)
Enabling and Disabling CMR or Diagnostic Data Generation	554	(1)
Storage and Maintenance of CDR Data	554	(7)
Why Use a Central Database?	555	(2)
What Happens When the Central Database Is Not Available?	557	(2)
What Happens to CDR Data When a CallManager Node Fails?	559	(1)
How to Control the Storage and Transport of CDR Data	559	(1)
Where CDR Data Is Stored	559	(2)
How CDR Data Is Stored	561	(1)
Understanding Field Data in CDRs	561	(22)
General Information About the Data Types Used	562	(1)
Default Values for Unused Fields	562	(1)
Field Data Conversions	562	(1)
Time Values	563	(1)
IP Addresses	563	(1)
Example: Conversion of an IP Address Displayed as a Negative Number	563	(2)
Example: Conversion Example Using a Positive Number	565	(1)
Notes on Other Field Types	566	(1)
Global Call Identifiers (GCID)	566	(1)
Example: GCID Usage in a Call Transfer	567	(1)
Example: GCID Usage in a Conference Call	567	(1)
Call Leg Identifiers	568	(1)
Directory Numbers	568	(1)
Partitions	569	(1)
Duration	569	(1)
CDR Field Definitions	569	(7)
Codec Types	576	(1)
Cause Location Definitions	577	(1)
Cause Code Definitions	578	(2)
Legend for the OnBehalfOf Fields	580	(1)
Reason for Redirect	581	(1)
MLPP Precedence Levels	582	(1)
Video Resolution	582	(1)
Comment Field in CDRs	583	(1)
Understanding Field Data in CMRs	583	(3)
Fields Contained in the CMR	583	(3)
How to Identify the CDR Associated with a CMR	586	(1)
Identifying CDR Data Generated for Each Call Type	586	(13)
Calls Between Two Endpoints	586	(1)
CDR Data for a Call Between Two IP Phones	587	(1)
CDR Values for Calls Involving a Gateway	587	(1)
Abandoned Calls	587	(1)
Short Calls	588	(1)
IP Phone Failures During a Call	588	(1)
Forwarded or Redirected Calls	589	(1)
Precedence Calls (MLPP)	589	(1)
Malicious Calls	589	(1)
Video Calls	589	(1)
Immediate Divert (to Voice Mail)	590	(1)
Transferred Calls and Examples	590	(1)
Transferred Call Example 1: A Calls B, A Transfers B to C	590	(1)
Transferred Call Example 2: A Calls B, B Transfers A to C	591	(1)
Transferred Call Example 3: A Calls B, A Transfers B to C on a Blind Transfer	592	(1)
Transferred Call Example 4: A Calls B, B Transfers A to C on a Blind Transfer	593	(1)
Transferred Call Example 5: A Calls B, B Transfers A to C on a Blind Transfer, and C Is Forwarded to D	593	(1)
Parked Call Example: A Calls B, A Parks B, and C Picks Up B	594	(1)
Conference Calls and Examples	595	(1)
Ad Hoc Conference Calls	595	(2)
Meet-Me Conference Example: A Sets Up Meet-Me Conference, B and C Call into Conference	597	(1)
Held Calls Example	598	(1)
Calls with Busy or Bad Destinations	599	(1)
Accessing CDR Data in the Central CDR Database	599	(3)
Gaining Access to Database Tables	599	(1)
Performance Issues Related to Processing and Removing CDR Data	600	(1)
Maintaining CDR/CMR Data in the Database	600	(1)
Administrator's Responsibility	601	(1)
System Actions and Limits on Record Storage	601	(1)
Hints on Processing CDR Data	602	(2)
Additional Configuration Data Needed	602	(1)
OnNet Versus OffNet	603	(1)
Gateway Directory Number Processing	603	(1)
Troubleshooting CDR Data Generation and Storage	604	(1)
Summary	605	(2)
Appendix A Feature List	607	(152)
Cisco CallManager Feature List	607	(152)
Abbreviated Dialing (AbbrDial)	614	(1)
Annunciator	615	(1)
Answer/Release	616	(1)
Application Programming Interfaces (API)	616	(2)
Audible Indicator of Ringing Phone	618	(1)
Authentication/Encryption	618	(7)
Auto Answer/Intercom	625	(2)
Automated Alternate Routing (AAR)	627	(1)
Automated Change Notification/Database Replication	627	(3)
Automated Installation and Recovery	630	(1)
Automated Systemwide Software and Feature Upgrades	630	(1)
Automatic Attenuation/Gain Adjustment	631	(1)
Automatic Bandwidth Selection	631	(1)
Automatic Number Identification (ANI)	631	(1)
Auto-Registration	631	(1)
Backup and Restore System (BARS)	631	(1)
Barge/Conference Barge (cBarge)	632	(1)
Broadcast Paging Support (with Third-Party Integration)	633	(1)
Bulk Administration Tool (BAT)	634	(1)
Call Admission Control (CAC)	634	(1)
Call Back	635	(2)
Call Connection	637	(1)
Call Coverage	637	(1)
Call Detail Records (CDR) and Call Management Records (CMR)	638	(1)
Call Forwarding	639	(5)
Call Forwarding Support for Third-Party Applications	644	(1)
Call Park	645	(1)
Configuring Call Park	645	(1)
Call Pickup/Group Call Pickup (PickUp/GPickUp)	646	(2)
Call Preservation for Active Calls During CallManager Server Outage	648	(1)
Call Status per Line	649	(1)
Call Waiting/Retrieve	649	(1)
Calling Line Identification (CLID or Caller ID)	649	(2)
Calling Line ID Restriction (CLIR) on a Per-Call Basis	651	(1)
Calling Party Name Identification (CNID)	652	(1)
Calling Party Display Restriction	652	(1)
CAPF Report Generation	652	(2)
CDR Analysis and Reporting (CAR) Tool (formerly Administrative Reporting Tool)	654	(1)
Centralized System Administration, Monitoring, and Reporting	654	(1)
Cisco ATA-186 2-Port Analog Gateway Support	655	(1)
Cisco Bulk Trace Analysis	655	(1)
Cisco CallManager Administration Enhancements for Large System Administration	656	(2)
Cisco CallManager Attendant Console (Formerly Cisco WebAttendant)	658	(4)
Cisco CallManager Serviceability	662	(1)
Cisco CallManager Trace Collection Tool	662	(1)
Cisco CallManager User Options Web Page	662	(3)
Cisco Conference Connection (CCC) Support	665	(1)
Cisco CTL Client	665	(1)
Cisco Discovery Protocol (CDP) Support	665	(1)
Cisco Emergency Responder (CER) Support	665	(1)
Cisco IP Manager-Assistant	666	(1)
Cisco IP Phone 7902, 7905, 7912, Expansion Module 7914, Wireless 7920, Conference Station 7936 and 7935, 7940, 7941, 7960, 7961, 7970, and 7971 Support	666	(2)
Cisco IP Phone Services	668	(1)
Cisco IP Software-Based Phone Support (IP SoftPhone and IP Communicator)	668	(1)
Cisco Personal Address Book	669	(1)
Cisco VG248 48-Port Analog Gateway Support	670	(1)
CISCO-CCM-MIB Updates	670	(1)
Click to Dial/Click to Call	670	(2)
Client Matter Codes	672	(1)
Codec Support (Audio and Video)	673	(4)
Closest Match Routing	677	(1)
Clustering	677	(1)
Computer Telephony Integration (CTI) Support	678	(1)
Conference/Confrn	678	(4)
Context-Sensitive Help	682	(1)
Contrast/LCD Contrast	682	(1)
CTI Redundancy with CTIManager	682	(1)
Date/Time Zone Display Format Configurable per Phone	683	(1)
Dependency Records	683	(1)
Device Type-Based Information and Resets	683	(1)
Device Downloadable Feature Upgrade	683	(1)
Device Pool	684	(1)
Device Search in CallManager Administration	684	(1)
Device Wizard	685	(1)
DHCP IP Assignment for Phones and Gateways	685	(1)
Dial Plan Partitions and Calling Search Spaces	685	(1)
Dialed Number Analyzer (DNA)	685	(1)
Dialed Number Translation Table (Inbound and Outbound Translation)	686	(1)
Dialed Number Identification Service (DNIS) and RDNIS	686	(1)
Digit Analysis (Calling Party Number and Called Party Number)	686	(1)
Digital Signal Processor (DSP) Resource Management	686	(1)
Direct Inward Dial	686	(1)
Direct Outward Dial	686	(1)
Direct Transfer (DirTrfr)	687	(1)
Directories Button on Cisco IP Phones	687	(1)
Directory Dial from Cisco IP Phones	688	(1)
Distinctive Ring: Internal Versus External	688	(1)
Distinctive Ring Selection	688	(1)
Distributed CallManager Server Architecture	688	(1)
Distributed and Topologically Aware Resource Sharing	688	(1)
Dual-Tone Multi-Frequency (DTMF) Support	689	(1)
Embedded Directory for User Data	689	(1)
Emergency 911 Service (E911) Support	689	(1)
EndCall	690	(1)
Extension Mobility	690	(2)
External Route Plan Wizard	692	(1)
External/Internal Trunk Designation	692	(1)
Failover	692	(1)
FAX/Modem over IP Support	692	(1)
Forced Authorization Codes	693	(1)
FXO and FXS Support	694	(1)
Group Call Pickup/GPickUp	694	(1)
H.323 Client, Gateway, and Gatekeeper Support	694	(2)
Hold/Resume	696	(2)
Hookflash/Hookflash Transfer	698	(1)
HTTP Server Support	698	(1)
Hunt Lists and Line Groups	698	(1)
Inline Power Support on Cisco IP Phones	699	(1)
Internationalization/Localization	699	(1)
ISDN Basic Rate Interface (BRI) Support	700	(1)
Join	701	(1)
JTAPI Computer Telephony Interface (CTI)	701	(1)
JTAPI Control of Analog (FXS) Gateway Ports	701	(1)
LDAPv3 Directory Interface	701	(1)
Least Cost Routing Support	701	(1)
Lightweight Directory Access Protocol (LDAP) Support	701	(2)
Line	703	(4)
Manager Assistant Services	707	(4)
Mappable Softkeys	711	(1)
Media Gateway Control Protocol (MGCP) Support	712	(1)
Media Resource Group List Support	712	(1)
Meet-Me Conference/MeetMe	713	(1)
Messages Button on Cisco IP Phones	714	(1)
Message Waiting Indicator	714	(1)
Microsoft NetMeeting	715	(1)
Multilevel Administration (MLA)	715	(1)
Multilevel Precedence and Preemption (MLPP)	715	(3)
Multiple Calls per Line	718	(1)
Multiple Line Appearances per Phone	719	(1)
Music on Hold	719	(2)
Mute	721	(1)
NewCall	721	(1)
North American Numbering Plan (NANP) and Non-NANP Support	722	(1)
On-Hook and Off-Hook Dialing	722	(1)
Overlap Sending/Receiving	722	(1)
Paperless Phone	722	(1)
Performance Monitoring and Alarms	723	(1)
Privacy	723	(1)
Private Line Automatic RingDown (PLAR) Support	724	(1)
QSIG Support	724	(6)
Quality of Service (QoS)	730	(4)
Quality Reporting Tool (QRT)	734	(2)
Redial/REDL	736	(1)
Redirected Number Identification Service (RDNIS)	736	(1)
Redundancy/Failover	736	(1)
Remote Site Survivability for MGCP Gateways	737	(1)
Scalability Enhancements Through H.323 Gatekeeper (Beyond Ten Sites)	738	(1)
Serviceability Enhancements Through SNMP, CDP, CiscoWorks	738	(1)
Service URLs on Line/Feature Buttons	738	(1)
Services on Cisco IP Phones	738	(1)
Settings Button on Cisco IP Phones	738	(2)
Single CDR Repository per CallManager Cluster	740	(1)
Single Point for System/Device Configuration	740	(1)
Simple Network Management Protocol (SNMP) Support	740	(1)
Speakerphone/SPKR	740	(1)
Speed Dial	740	(1)
Supplementary Services	740	(1)
Survivable Remote Site Telephony (SRST)	741	(1)
Syslog Support for Debugging Output	741	(1)
System Event Reporting	742	(1)
TI/EI PRI Support	742	(1)
TI/EI-CAS Support	742	(1)
Telephony Application Programming Interface (TAPI) and JTAPI Support	742	(1)
Time-of-Day Routing	742	(1)
Time Zone Configuration	743	(1)
Toll Restriction/Toll Fraud Prevention	743	(1)
Tone on Hold	743	(1)
Tool for Auto-Registered Phone Support (TAPS)	743	(1)
Transcoding and Media Termination Point (MTP) Support	744	(1)
Transfer/XFER/Transf...	745	(3)
Trivial File Transfer Protocol (TFTP) Support	748	(2)
Turn off Phone Display	750	(1)
Unicast Conference	751	(1)
Video Telephony Support	751	(1)
Virus Protection Certification	752	(1)
Visual Indicator of Ringing Phone	752	(2)
Voice Activity Detection (VAD)/Silence Suppression Support	754	(1)
Voice Mail Support	754	(2)
Volume Controls	756	(1)
XML Support	756	(1)
Zero-Cost Automated Phone Adds and Moves	756	(3)
Appendix B Cisco Integrated Solutions	759	(36)
Infrastructure Solutions	762	(5)
Cisco Analog Telephone Adaptors (ATA)	763	(1)
Cisco DPA Voice Mail Gateways	763	(1)
Cisco VG248 FXS or Voice Mail Gateway	764	(1)
Cisco IP Videoconferencing (Cisco IP/VC)	765	(1)
Cisco Survivable Remote Site Telephony (SRST)	766	(1)
Telephony Service Solutions	767	(10)
AXL SOAP API	767	(1)
Bulk Administration Tool (BAT)	768	(1)
Cisco EGW/PGW	769	(1)
CDR Analysis and Reporting (CAR)	769	(1)
Cisco CallManager Express	770	(1)
Cisco CallManager Serviceability	770	(1)
Cisco CallManager User Options Web Page	771	(4)
Cisco Messaging Interface (CMI)	775	(1)
LDAP Support	775	(1)
Real-Time Monitoring Tool (RTMT)	776	(1)
Tool for Auto-Registered Phones Support (TAPS)	776	(1)
Client Solutions	777	(2)
Cisco IP Communicator (Predecessor: Cisco IP SoftPhone)	777	(1)
Cisco VT Advantage	778	(1)
Application Solutions	779	(10)
Cisco TAPI Software	779	(1)
Cisco JTAPI Software	780	(1)
Cisco CallManager Attendant Console (formerly Cisco WebAttendant)	781	(1)
Cisco Emergency Responder (CER)	782	(1)
Cisco IP Contact Center (IPCC)	783	(1)
Cisco IP Manager Assistant (IPMA)	784	(1)
Cisco IP Phone Address Book Synchronizer	785	(1)
Cisco IP Phone Services Software Development Kit (SDK)	785	(1)
Cisco MeetingPlace	786	(1)
Cisco MeetingPlace Express	786	(1)
Cisco Personal Assistant	787	(1)
Cisco Unity	787	(1)
Cisco Unity Express	788	(1)
Cisco WebDialer	788	(1)
System Tools	789	(6)
Cisco CallManager Trace Collection Tool	789	(1)
Cisco Dialed Number Analyzer	789	(1)
Cisco IP Interactive Voice Response (IP IVR) and Cisco IP Queue Manager (IP QM)	790	(1)
Cisco Security Agent (CSA)	790	(1)
CiscoWorks Internet Telephony Environment Monitor (ITEM) and CiscoWorks QoS Policy Manager (QPM)	791	(4)
Appendix C Protocol Details	795	(66)
H.323 Signaling	796	(17)
RAS Messaging Details	796	(12)
H.225 Messaging Details	808	(5)
QSIG	813	(5)
Call Completion	814	(1)
Call Diversion	815	(1)
Call Transfer	816	(1)
Message Waiting Indicator	817	(1)
Name Services	817	(1)
Path Replacement	818	(1)
SIP Signaling	818	(4)
SCCP Call Signaling	822	(7)
Application Protocols	829	(32)
JTAPI Package Support	830	(1)
Core Package	830	(1)
JTAPI Package Support	830	(1)
Core Package	830	(2)
Call Center Package	832	(2)
Call Center Capabilities Package	834	(1)
Call Center Events Package	835	(2)
Call Control Package	837	(2)
Call Control Capabilities Package	839	(2)
Call Control Events Package	841	(1)
Capabilities Package	842	(1)
Events Package	842	(1)
Media Package	843	(1)
Media Capabilities Package	844	(1)
Media Events Package	845	(1)
XML Data Types	845	(1)
Menu	845	(1)
IconMenu	846	(1)
Text	846	(1)
Image	847	(1)
ImageFile	848	(1)
GraphicMenu	849	(1)
GraphicFileMenu	850	(1)
Directory	850	(1)
Input	851	(1)
Softkeys	852	(1)
IPPhoneStatus	853	(1)
IPPhoneExecute	853	(1)
IPPhoneResponse	854	(1)
IPPhoneError	854	(1)
Phone-Supported URIs	855	(1)
Key URI	855	(1)
QueryStringParam URI	856	(1)
RTP Streaming Control URIs	856	(1)
Init URI	857	(1)
Dial URI	857	(1)
EditDial URI	858	(1)
Play URI	858	(3)
Glossary	861	(33)
Index	894