This KnowledgeBase article has been written to inform staff of some of the Call Manager (Telephone System) services that IT Services offer. The aim of this article is to better the reader’s knowledge of the telephone system and how the below services can improve your call experience
The second section describes how to use Unified Communications Self-Care Portal to configure user settings for the users Cisco Unified IP Phones and Jabber applications. Using this portal, users can configure settings such as Phone PIN, Voicemail Notifications, Call History, Availability and more.
Call Pickup Groups
Call pickup groups, allow you to answer a call that comes in on a directory number other than your own. When you hear an incoming call ringing on another phone, you can redirect the call to your phone by using the call pickup feature.
Call pickup allows users to pick up incoming calls within their own group. Call Manager automatically dials the appropriate call pickup group number when a user activates this feature on a phone.
Call pickup groups work best for small-medium departmental teams that wish to pick up their colleagues phone call and answer any queries they may have or pass on a message for when the intended caller is not available. Not only does this improve the team’s availability, but it also improves productivity. Any call pickup group member can pick up an incoming call without leaving their desk.
Hunt Groups are used to distribute phone calls from a single telephone number to a group of several phone lines. Specifically, it refers to the route used to select which line will receive a call.
A Hunt Group is not connected to a particular handset, rather to a specific number. Calls placed to that number can be routed to a predefined group of extension numbers. A call coming in on that specific number can be broadcast, or rotated through, the pool of lines until a free phone line is found, and the caller is connected.
When calls are sent to a hunt group, the phone system rings any number of phones in sequence until someone answers or the call is sent to voicemail. The most popular routing method is Longest Idle Time. The call is first sent to the phone which has been idle the longest. If that is busy (or goes unanswered) the next longest idle phone rings, etc. For example, if Liz, Mark and Eric handle incoming calls, the system might ring Liz’s desk four times first. If he doesn’t answer, Mark’s phone would ring and so on.
Hunt groups work best for departmental teams that offer a service such as Timetabling, Transport and HR Recruitment. It ensures customer inquiries are met with more direct results whilst ensuring members of the group aren’t answering the phone repetitively when there is significant traffic.
Cisco Unified Communications Self Care Portal
Open https://unifiedcomms.derby.ac.uk/ucmuser in a web browser and enter your staff username and password.
Unified Communications Self-Care Portal uses a web-based graphical interface and can be accessed via your staff login. Which means it offers an easy solution if you become locked out of your phone/s or forget your PIN, you can easily reset your PIN and continue using your phone.
Phones— The settings under this tab allow you to view and configure your phone settings such as speed dial numbers, ring settings, call history, and call forwarding settings.
Voicemail—The settings under this tab allow you to set up your voicemail preferences.
IM & Availability—The settings under this tab allow you to set up your Do Not Disturb and IM & Presence status.
Conferencing—The settings under this tab allow you to set up conferencing options.
General Settings—The settings under this tab allow you to configure settings such as user locales and passwords.
Set your Phone PIN:
To set or reset your Phone PIN, go to the General Settings tab. Locate the Phone Services PIN and enter your new PIN (it must be 5-digits long).