Cisco Systems IP Phone OL 18613 01 User Manual

C H A P T E R  
19  
Do Not Disturb  
The Do Not Disturb (DND) feature provides the following options:  
Call Reject—This option specifies that no incoming call information gets presented to the user.  
Depending on how you configure the DND Incoming Call Alert parameter, the phone may play a  
beep or display a flash notification of the call.  
Ringer Off—This option turns off the ringer, but incoming call information gets presented to the  
device, so that the user can accept the call.  
Users can configure DND directly from their Cisco Unified IP Phone or from the Cisco Unified CM User  
Options.  
This chapter provides the following information about Do Not Disturb:  
Configuration Checklist for the Do Not Disturb Feature  
The Do Not Disturb (DND) feature provides the following options:  
Call Reject—This option specifies that no incoming call information gets presented to the user.  
Depending on how you configure the DND Incoming Call Alert parameter, the phone may play a  
beep or display a flash notification of the call.  
Ringer Off—This option turns off the ringer, but incoming call information gets presented to the  
device, so that the user can accept the call.  
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Chapter 19 Do Not Disturb  
Overview of Do Not Disturb Architecture  
Beep Only—For an incoming call, this option causes the phone to play a beep tone only.  
Flash Only—For an incoming call, this option causes the phone to display a flash alert.  
You can configure DND Incoming Call Alert on a per-device basis and also configure it on the Common  
Phone Profile window for group settings. If you do not set up the configuration at the device level, the  
Common Phone Profile settings get used.  
Overview of Do Not Disturb Architecture  
This section provides an overview of DND architecture for both SIP and SCCP devices and includes the  
following topics:  
DND Status Notification for SIP Devices  
Cisco Unified Communications Manager supports Do Not Disturb that a SIP device initiates or that a  
Cisco Unified Communications Manager device initiates. A DND status change gets signaled from a SIP  
device to Cisco Unified Communications Manager by using the SIP PUBLISH method (RFC3909). A  
DND status change gets signaled from a Cisco Unified Communications Manager to a SIP device by  
using a dndupdate Remote-cc REFER request. Cisco Unified Communications Manager can also publish  
the Do Not Disturb status for a device, along with the busy and idle status for the device.  
DND Status Notification for SCCP Devices  
Cisco Skinny Client Control Protocol (SCCP) supports Do Not Disturb requests that an SCCP device  
initiates or that a Cisco Unified Communications Manager device initiates. A DND status change gets  
signaled from an SCCP device to Cisco Unified Communications Manager by using SCCP messaging.  
System Requirements for the Do Not Disturb Feature  
The following sections provide software and hardware requirement for Do Not Disturb:  
Software Requirements  
To operate, the Do Not Disturb feature requires the following software components:  
Cisco Unified Communications Manager Release 7.0(1) or later  
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Interactions and Restrictions  
Hardware Requirements  
The following Cisco Unified IP Phones support the Do Not Disturb feature:  
Cisco Unified IP Phones that run SCCP and SIP: 7906G, 7911G, 7931G, 7941G-GE, 7942G, 7945G,  
7961G-GE, 7962G, 7965G, 7970G, 7971G-GE, 7975  
Cisco Unified IP Phones that run SCCP: 7940, 7960  
Note  
Cisco Unified IP Phones 7940 and 7960 that are running SIP use their own backwards-compatible  
implementation of Do Not Disturb, which you configure on the SIP Profile window.  
Interactions and Restrictions  
See the following sections for information on interactions and restrictions:  
Interactions  
The following sections describe how the Do Not Disturb feature interacts with Cisco Unified  
Communications Manager applications and call processing:  
Call Forward All  
Park Reversion  
On Cisco Unified IP Phones, the text message that indicates that the Do Not Disturb (DND) feature is  
active takes priority over the text message that indicates that the user has new voicemail messages, which  
allows the user to know when DND is active. However, the text message that indicates that the Call  
Forward All feature is active has a higher priority than DND.  
For locally parked calls, Park Reversion overrides DND (both options). If Phone A is on DND and  
parked a call, the park reversion to Phone A will occur normally and will ring Phone A.  
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Interactions and Restrictions  
For remotely parked calls, DND overrides Park Reversion:  
If Phone A activates DND Ringer Off and shares a line with Phone A-prime, when Phone A-prime  
parks the call, park reversion on Phone A will not ring and will honor the DND settings.  
If Phone A activates DND Call Reject, the park reversion call will not be presented to Phone A.  
Pickup  
For a locally placed Pickup request, Pickup overrides DND (both options). If Phone A is on DND and  
has initiated any type of Pickup, the Pickup call would be presented normally and it will ring Phone A.  
For a remotely placed Pickup request, DND overrides Pickup.  
If Phone A (with DND Ringer Off activated) shares a line with Phone A-prime, when Phone A-prime  
initiates Pickup, the Pickup call to Phone A will not ring and will honor DND settings.  
If Phone A is in DND Call Reject mode, the Pickup call will not be presented to Phone A.  
Hold Reversion and Intercom  
Hold reversion and intercom override DND (both options), and the call gets presented normally.  
MLPP and CER  
Callback  
MLPP (phones that are running SCCP) and CER calls override DND (both options). MLPP and CER  
calls get presented normally, and the phone will ring.  
For the originating side, callback overrides DND. When the activating device is on DND mode (both  
options), the callback notification (both audio and visual) will still be presented to the user.  
For the terminating side, DND overrides callback:  
When the terminating side is on DND Ringer Off, the Callback Available screen will be sent after  
the terminating side goes off hook and on hook.  
When the terminating side is on DND Call Reject and is available (goes off hook and on hook), a  
new screen will be sent to the activating device as “<DirectoryNumber> has become available but  
is on DND-R” if the activating device is in same cluster. Callback available notification will be sent  
only after the terminating side disables DND Call Reject.  
Pickup Notification  
For the DND Ringer Off option, only visual notification gets presented to the device.  
For the DND Call Reject option, no notification gets presented to the device.  
Hunt List  
If a device in a Hunt List has DND Ringer Off activated, the call will get still presented to the user when  
a call gets made to that Hunt List. However, the DND Incoming Call Alert settings would still apply.  
If a device in a Hunt List has DND Call Reject activated, any calls to that Hunt List will go to the next  
member and will not get sent to this device.  
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Chapter 19 Do Not Disturb  
Interactions and Restrictions  
Extension Mobility  
For extension mobility, the device profile settings include DND incoming call alert and DND status.  
When a user logs in and enables DND, the DND incoming call alert and DND status settings get saved,  
and these settings get used when the user logs in again.  
Note  
When a user who is logged in to extension mobility modifies the DND incoming call alert or DND status  
settings, this action does not affect the actual device settings.  
Restrictions  
Some restrictions apply to DND usage, depending on the phone or device type in use.  
The following phone models and devices that are running either SCCP or SIP support both DND  
options:  
Cisco Unified IP Phone 7906G  
Cisco Unified IP Phone 7911G  
Cisco Unified IP Phone Expansion Module 7914  
Cisco Unified IP Phone 7931G  
Cisco Unified IP Phone 7941G/7941G-GE  
Cisco Unified IP Phone 7942G  
Cisco Unified IP Phone 7945G  
Cisco Unified IP Phone 7961G/7961G-GE  
Cisco Unified IP Phone 7962G  
Cisco Unified IP Phone 7965G  
Cisco Unified IP Phone 7970G  
Cisco Unified IP Phone 7971G/7971G-GE  
Cisco Unified IP Phone 7975G  
The following phone models and devices that are running SCCP support only the DND Ringer Off  
option:  
Cisco Unified IP Phone 7940  
Cisco Unified IP Phone 7960  
Cisco IP Communicator  
Note  
Cisco Unified IP Phones 7940 and 7960 that run SIP use their own implementation of Do  
Not Disturb, which is backward compatible.  
The following phone models and devices support only the DND Call Reject option:  
Mobile devices (dual mode)  
Remote Destination Profile  
Cisco Unified Mobile Communicator  
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Installing and Activating the Do Not Disturb Feature  
Installing and Activating the Do Not Disturb Feature  
Do Not Disturb, a system feature, comes standard with Cisco Unified Communications Manager  
software. It does not require special installation.  
Configuring the Do Not Disturb Feature  
This section describes the procedures for configuring the Do Not Disturb feature:  
Tip  
Before you configure the Do Not Disturb feature, review the “Configuration Checklist for the Do Not  
Setting the Do Not Disturb Service Parameters  
Cisco Unified Communications Manager provides one systemwide service parameter for Do Not  
Disturb: BLF Status Depicts DND. This parameter determines whether DND status is considered in the  
Busy Lamp Field (BLF) status calculation, and you can set the parameter to True or False.  
When you specify True for BLF Status Depicts DND and DND is activated on the device, the BLF  
status indicator for the device or line appearance reflects the DND state.  
When you specify False for BLF Status Depicts DND and DND is activated on the device, the BLF  
status indicator for the device or line appearance reflects the actual device state.  
When BLF Status Depicts DND is enabled or disabled for the cluster, the cluster setting applies to all  
phones on the server that support DND.  
Note  
To set this service parameter, navigate to System > Service Parameters and choose the Cisco  
CallManager service for the server that you want to configure. Specify the desired state for BLF Status  
Depicts DND in the Clusterwide Parameters (System - Presence) pane.  
Configuring DND Softkeys  
Default softkey templates do not make a DND softkey available. To add a DND softkey, navigate to  
Device > Phone Settings > Softkey Template, add one to a softkey template in the Softkey Template  
Configuration window, and associate the template to the device.  
Be aware that a DND softkey is available in the following states:  
Connected  
Connected Conference  
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Configuring the Do Not Disturb Feature  
Connected Transfer  
Off Hook  
Off Hook with Feature  
On Hold  
Remote In Use  
On Hook  
Ring In  
Ring Out  
Digits After First  
Configuring a DND Feature Key  
To configure a DND feature key, navigate to Device > Device Settings > Phone Button Template and  
add Do Not Disturb in the Phone Button Template Configuration window.  
Configuring Device Parameters for DND  
To configure DND on a particular Cisco Unified IP Phone, navigate to Device > Phone and choose the  
phone that you want to configure. In the Do Not Disturb pane on the Phone Configuration window,  
configure the parameters that are shown in Table 19-2.  
Table 19-2  
DND Device Param eters  
Field  
Description  
Do Not Disturb  
DND Option  
Check this check box to enable Do Not Disturb on the phone.  
When you enable DND on the phone, this parameter allows you  
to specify how the DND features handle incoming calls:  
Call Reject—This option specifies that no incoming call  
information gets presented to the user. Depending on how  
you configure the DND Incoming Call Alert parameter, the  
phone may play a beep or display a flash notification of the  
call.  
Ringer Off—This option turns off the ringer, but incoming  
call information gets presented to the device, so that the user  
can accept the call.  
Use Common Phone Profile Setting—This option specifies  
that the DND Option setting from the Common Phone Profile  
window will get used for this device.  
Note  
For 7940/7960 phones that are running SCCP, you can  
only choose the Ringer Off option. For mobile devices  
and dual-mode phones, you can only choose the Call  
Reject option. When you activate DND Call Reject on a  
mobile device or dual-mode phone, no call information  
gets presented to the device.  
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Table 19-2  
DND Device Param eters (continued)  
Field  
Description  
DND Incoming Call Alert  
When you enable the DND Ringer Off or Call Reject option, this  
parameter specifies how a call displays on a phone.  
From the drop-down list, choose one of the following options:  
None—This option specifies that the DND Incoming Call  
Alert setting from the Common Phone Profile window will  
get used for this device.  
Disable—This option disables both beep and flash  
notification of a call but for the DND Ringer Off option,  
incoming call information still gets displayed. For the DND  
Call Reject option, no call alerts display and no information  
gets sent to the device.  
Beep Only—For an incoming call, this option causes the  
phone to play a beep tone only.  
Flash Only—For an incoming call, this option causes the  
phone to display a flash alert.  
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How to Use the Do Not Disturb Feature  
Adding DND to Common Phone Profiles  
To add DND to a common phone profile, navigate to Device > Device Settings > Common Phone  
Profile and choose the phone profile that you want to modify. In the Common Phone Profile  
Configuration window, configure the DND parameters that are shown in Table 19-3.  
Table 19-3  
Com m on Phone Profile DND Param eters  
Field  
Description  
DND Option  
When you enable DND on the phone, this parameter allows  
you to specify how the DND features handle incoming calls:  
Call Reject—This option specifies that no incoming call  
information gets presented to the user. Depending on how  
you configure the DND Incoming Call Alert parameter,  
the phone may play a beep or display a flash notification  
of the call.  
Ringer Off—This option turns off the ringer, but  
incoming call information gets presented to the device, so  
that the user can accept the call.  
Note  
For mobile devices and dual-mode phones, you can  
only choose the Call Reject option. When you activate  
DND Call Reject on a mobile device or dual-mode  
phone, no call information gets presented to the  
device.  
DND Incoming Call Alert  
When you enable the DND Ringer Off or Call Reject option,  
this parameter specifies how a call displays on a phone.  
From the drop-down list, choose one of the following options:  
None—This option specifies that the DND Incoming Call  
Alert setting from the Common Phone Profile window  
will get used for this device.  
Disable—This option disables both beep and flash  
notification of a call but for the DND Ringer Off option,  
incoming call information still gets displayed. For the  
DND Call Reject option, no call alerts display and no  
information gets sent to the device.  
Beep Only—For an incoming call, this option causes the  
phone to play a beep tone only.  
Flash Only—For an incoming call, this option causes the  
phone to display a flash alert.  
How to Use the Do Not Disturb Feature  
This section provides instructions for using Do Not Disturb, as well as usage examples for different Do  
Not Disturb call scenarios.  
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How to Use the Do Not Disturb Feature  
Using the Do Not Disturb Feature  
You can activate Do Not Disturb using any of the following methods:  
Softkey  
Feature line key  
Cisco Unified CM User Options windows  
After you activate DND, the phone status line displays Do not disturb is active, the DND line button  
icon becomes an empty circle, and the light turns amber.  
When you activate DND, you can still receive incoming call notifications on the phone as specified by  
the incoming call alert settings in Cisco Unified Communications Manager administration, but the phone  
will not ring, except for high-priority calls (such as Cisco Emergency Responder and MLPP calls).  
Also, if you enable DND while the phone is ringing, the phone stops ringing.  
Do Not Disturb Usage Examples  
This section provides several examples of how calls get presented to phones with the Do Not Disturb  
feature enabled for both the DND Ringer Off option and the DND Call Reject option.  
DND Ringer Off Option  
The following examples use the DND Ringer Off option.  
Normal Priority Call with DND Ringer Off Enabled on a Nonshared Line  
Figure 19-1 shows the steps that are associated with DND when you place a normal-priority call to a  
phone with DND Ringer Off enabled on a nonshared line:  
1. Phone B activates DND. Phone B displays Do Not Disturb is active.  
2. Phone A dials phone B.  
3. Phone B beeps, and phone A receives ringback tone.  
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Figure 19-1  
Norm al Priority Call w ith DND Ringer Off Enabled on a Nonshared Line  
Cisco Unified  
Communications Manager  
M
Cisco Unified Communications Manager  
extends the call to Phone B. Phone B will  
only get a Beep to indicate an incoming call.  
Phone A calls Phone B  
Phone B is on  
DND Ringer Off  
with the DND  
Incoming Call  
Alert Setting as  
Beep Only  
IP  
IP  
Phone A  
Phone B  
Normal Priority Call with DND Ringer Off Enabled on a Shared Line  
Figure 19-2 shows the steps that are associated with DND when you place a normal-priority call to a  
phone with DND Ringer Off enabled on a shared line:  
1. Phone B activates DND. Phone B displays Do Not Disturb is active.  
2. Phone A dials a shared line on phone B.  
3. Phone B beeps, and phone B', which shares the line, rings normally.  
4. Phone A receives ringback tone.  
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How to Use the Do Not Disturb Feature  
Figure 19-2  
Norm al Priority Call w ith DND Ringer Off Enabled on a Shared Line  
Cisco Unified  
Communications Manager  
M
Cisco Unified Communications Manager  
extends the call to Phone B. Phone B will  
only get a Beep to indicate an incoming call.  
Phone A calls Phone B  
Phone B'  
rings  
normally  
Phone B is on  
DND Ringer Off  
with the DND  
Incoming Call  
Alert Setting as  
Beep Only  
IP  
IP  
IP  
Phone A  
Phone B  
Phone B'  
High Priority Call with DND Ringer Off Enabled on a Shared Line  
Figure 19-3 shows the steps that are associated with DND when you place a high-priority call to a phone  
with DND Ringer Off enabled on a shared line:  
1. Phone B activates DND. Phone B displays Do Not Disturb is active.  
2. Phone A dials a shared line on phone B.  
3. Phone B beeps, and phone B', which shares the line, rings normally.  
4. Phone A receives ringback tone.  
5. Phone B answers and parks the call.  
6. Park reversion occurs, and phone B rings normally.  
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Chapter 19 Do Not Disturb  
How to Use the Do Not Disturb Feature  
Figure 19-3  
High Priority Call w ith DND Ringer Off Enabled on a Shared Line  
Cisco Unified  
Communications Manager  
M
Cisco Unified Communications Manager  
extends the call to Phone B. Phone B will  
only get a Beep to indicate an incoming call.  
Phone B Answers and Parks the call. Park  
Reversion occurs and Phone B rings normally.  
Phone A calls Phone B  
Phone B'  
rings  
normally  
Phone B is on  
DND Ringer Off  
with the DND  
Incoming Call  
Alert Setting as  
Beep Only  
IP  
IP  
IP  
Phone A  
Phone B  
Phone B'  
Normal Call with DND and Call Forward No Answer Enabled on a Nonshared Line  
The following steps show the call flow for a call that you make to a phone with both DND and Call  
Forward No Answer active:  
1. Phone B configures Call Forward No Answer to forward calls to Phone C.  
2. Phone B activates DND.  
3. Phone A calls Phone B.  
4. Phone B beeps and does not answer the call.  
5. The call gets forwarded to phone C, which rings normally.  
DND Call Reject Option  
The following examples use the DND Call Reject option.  
Normal Priority Call with DND Call Reject Enabled on a Nonshared Line  
The following steps show the call flow for a call with Call Reject enabled on a nonshared line:  
1. Phone B activates DND Call Reject with a DND Incoming Call Alert setting of Beep Only.  
2. Phone A call Phone B.  
3. Cisco Unified Communications Manager rejects the call with the reason User Busy.  
4. Phone B gets a beep tone only.  
Normal Priority Call with DND Call Reject Enabled on a Shared Line  
The following steps show the call flow for a call with Call Reject enabled on a shared line:  
1. Phone B activates DND Call Reject with a DND Incoming Call Alert setting of Beep Only.  
2. Phone A call Phone B.  
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Chapter 19 Do Not Disturb  
Troubleshooting the Do Not Disturb Feature  
3. Cisco Unified Communications Manager rejects the call with the reason User Busy.  
4. Phone B gets a beep tone only.  
5. Phone B-prime, which is not on DND, rings normally.  
High-Priority Call with DND Call Reject Enabled on a Shared Line  
The following steps show the call flow for a high-priority call with DND Call Reject enabled on a shared  
line:  
1. Phone A activates DND Call Reject with a DND Incoming Call Alert setting of Beep Only.  
2. Phone A calls Phone B.  
3. Cisco Unified Communications Manager extends the call the Phone B.  
4. Phone B answers the call.  
5. Phone A parks the call.  
6. Phone A-prime, which is not on DND, rings normally.  
7. Park Reversion occurs, and Phone A rings normally.  
Troubleshooting the Do Not Disturb Feature  
The section provides troubleshooting information for both SIP and SCCP Cisco Unified IP Phones.  
Basic DND Troubleshooting  
If DND does not operate as expected, the main thing to do is find out whether the settings maintained by  
the SCCP station code are the same as what the user thinks they are, as shown in the following examples.  
Verify DND status by toggling DND  
If you toggle DND status using a softkey or a line button, you can see the new status in the LmFeatureInd  
message that is sent to line control. (The new status implies the old status was the opposite.) You can  
then toggle back.  
The LmFeatureInd SDL trace gives the following three fields:  
feature: A value of 4 indicates DND.  
featureState: A value of 0 indicates on; a value of 1 indicates off.  
dndOption: A value of 0 indicates unknown; a value of 1 indicates ringer-off, and a value of 2  
indicates call-reject.  
Verify all DND settings by resetting the phone  
If you reset the phone, all of the DND settings will be printed in the detailed SDI traces, for example:  
StationD: (xxxxxxx) DND settings from TSP:  
status=a, option=b, ringSetting=d  
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where  
a equals 0 (DND off) or 1 (DND on)  
b equals 1 (DND ringer-off option, 1 indicates ringer-off)  
d equals 1 (disable ringer), 2 (flash only), or 5 (beep only)  
Troubleshooting Phones That Are Running SIP  
Use the following information to troubleshoot phones that are running SIP:  
debugs: sip-dnd, sip-messages, dnd-settings  
show: config, dnd-settings  
Sniffer traces  
Troubleshooting Phones That Are Running SCCP  
Use the following information to troubleshoot phones that are running SCCP:  
debug: jvm all info  
Sniffer traces  
Troubleshooting DND Errors  
Table 19-4 shows symptoms and actions for DND troubleshooting.  
Table 19-4  
DND Troubleshooting Sym ptom s and Actions  
Symptom  
Actions  
DND feature key does not display  
Check the Cisco Unified Communications Manager  
version and ensure that it is 6.0 or above.  
Verify the button template for this phone has the DND  
feature key.  
Capture a sniffer trace and verify that the phone gets  
the correct button template.  
Verify that the phone is running an 8.3(1) and above  
load.  
DND softkey does not display  
Check the Cisco Unified Communications Manager  
version and ensure that it is 6.0 or above.  
Verify the softkey template for this phone has DND.  
Capture a sniffer trace and verify that the phone gets  
the correct softkey template.  
Verify that the phone is running an 8.3(1) and above  
load.  
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Related Topics  
Table 19-4  
DND Troubleshooting Sym ptom s and Actions (continued)  
Symptom  
Actions  
BLF speed dial does not show DND status  
Check the Cisco Unified Communications Manager  
version and ensure that it is 6.0 or above.  
Verify that the BLF DND is set to enabled in  
Enterprise parameters.  
Capture a sniffer trace and verify that the phone gets  
the correct NotificationMessage.  
Verify that the phone is running an 8.3(1) and above  
load.  
Related Topics  
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Related Topics  
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