Monitoring Lines

Unanswered Question
May 13th, 2010
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Hi,

I have a UC560 with model phones SPA 504G+500S and 501G.
In this  situation there are 3 assistants. This assistants have a 504G+500S  phone.This assistants with their phones have to monitor the lines of the  others users.
The others users have SAP 504G and 501G phones. This  users only have 1 directory-number configured in their phones.

I am  confused about  monitor mode, watch mode and presence service.

I  thought that in wacth mode I could see the incoming calls to others  users and I could pick up them but I can not do it. Only  I can see if a user is busy but I can not  see when this user is receiving  a incoming call and therefore I can not pick up it.


Could  someone tell me how I can monitor the lines  (to see if they are busy or  not) and also to see if they are receiving  incoming calls or not to pick  up the call.


Please,  Could you send me some example configuration about this?.


Another  thing, If I configure "service dss" under telephony-service, transfer is  done  simply pressing the line button, no need to press transfer before  but this transfer is full-consult or it is blind?.


Thank you.

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Rob Huffman Thu, 05/13/2010 - 16:37
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Hi sat,


The default behavior of dss is a consult transfer Neither "monitor" nor "watch" mode

will show the Incoming call status. Monitor will give status for 1 line/DN on a phone and watch

will give status for all lines on a specified phone.



Monitor Mode for Shared Lines


In Cisco CME 3.0 and later versions, monitor mode for shared lines provides a visible line status indicating whether the line is in-use or not. A monitor-line lamp is off or unlit only when its line is in the idle call state. The idle state occurs before a call is made and after a call is completed. For all other call states, the monitor line lamp is lit. A receptionist who monitors the line can see that it is in use and can decide not to send additional calls to that extension, assuming that other transfer and forwarding options are available, or to report the information to the caller; for example, "Sorry, that extension is busy, can I take a message?"


Note Typically, Cisco Unified CME does not attempt a transfer that causes the caller (transferee) to hear a busy tone. However, the system does not check the state of subsequent target numbers in the call-forward path when the transferred call is transferred more than once. Multiple transfers can occur because a call-forward-busy target is also busy and configured for Call Forward Busy.



For configuration information for monitor mode, see;


http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/admin/configuration/guide/cmebasic.html#wp1039613


Monitor mode is intended for use only in the context of shared lines so that a receptionist can visually monitor the in-use status of several users' phone extensions; for example, for Busy Lamp Field (BLF) notification. To monitor all lines on an individual phone so that a receptionist can visually monitor the in-use status of that phone, see the "Watch Mode for Phones" section.




In Cisco Unified CME 4.1 and later versions, a line button that is configured for watch mode on one phone provides Busy Lamp Field (BLF) notification for all lines on another phone (watched phone) for which watched directory number is the primary line. Watch mode allows a phone user, such as a receptionist, to visually monitor the in-use status of an individual phone. A user can use the line button that has been set in watch mode as a speed-dial to call the first extension of the watched phone. The watching phone button would lit red if the watched phone is unregistered, in a DND state or offhook state. Pressing it, if not lit red, will dial to the number in the same manner it would for a monitor button or the speed dial button. Incoming calls on a line button that is in watch mode do not ring and do not display caller ID or call-waiting caller ID.


The line button for a watched phone can also be used as a direct-station-select for a call transfer when the watched phone is idle. In this case, the phone user who transfers a call from a normal line can press the Transfer button and then press the line button of the watched directory number, causing the call to be transferred to the phone number associated with the watched directory number.


For configuration information for watch mode, see;


http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/admin/configuration/guide/cmebasic.html#wp1039613





Note If the watched directory number is a shared line and the shared line is not idle on any phone with which it is associated, then in the context of watch mode, the status of the line button indicates that the watched phone is in use.


For best results when monitoring the status of an individual phone based on a watched directory number, the directory number configured for watch mode should not be a shared line. To monitor a shared line so that a receptionist can visually monitor the in-use status of several users' phone extensions, see the "Monitor Mode for Shared Lines" section.


http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/admin/configuration/guide/cmebasic.html#wp1081127



For Presence info see;


http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/admin/configuration/guide/cmepres.html#wpxref41310


Hope this helps!
Rob



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https://supportforums.cisco.com/docs/DOC-8895


https://supportforums.cisco.com/docs/DOC-8727

sat.datos.mdtel Thu, 05/13/2010 - 23:45
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Hi,

Firstly thank you Rob for your help.

Is there any way to  configure that the receptionist can see on her phone (on the buttons which watch to others users) the incoming calls to others users and to could pick up them.

As I  told you I can now only see if a  user is busy (in use) but I can not  see when this user is receiving  a incoming call and  therefore I can not pick up it.

I need  this functionality.

In CallManager when I configure BLF I have this functionality. Why don´t I have this functionality in cme or uc560?

Thank you


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