Call Back

The Cisco call back feature allows receiving of call-back notification on an IP phone when a called-party line becomes available. To receive call-back notification, a user presses the CallBack softkey upon receiving a busy or ringback tone when trying to reach a destination. Call-back notification can be activated on a line on an IP phone within the same CUCM cluster as the destination IP phone. Call-back notification cannot be activated if the called party has forwarded all calls to another extension (Call Forward All [CFA] feature). The call back feature leverages the Cisco Extended Functions service.

Example: Cisco Call Back

In Figure 16-19, IP phone user C calls IP phone user A in the same cluster. If IP phone A is busy or there is no answer, IP phone user C activates the Cisco call back feature through the CallBack softkey. When IP phone A becomes available, IP phone C receives an audible alert and visual notification that the previously dialed number has become available. CUCM remembers the dialed number, so IP phone user C can then press the Dial softkey to reach IP phone user A.

Figure 16-19 Cisco Call Back

┬ęSends Call-Back Notification to C When A Is Available Again

Figure 16-19 Cisco Call Back

┬ęSends Call-Back Notification to C When A Is Available Again

The telephone call states that support call back are busy, call forward busy, or call forward no answer. The call forward no answer state includes call forward no answer to a voice-mail system or to another extension.

To configure the call back feature, choose the softkey template (for example, the Standard User template), copy and insert the template, and name it something appropriate, such as Standard User Callback. Configure the softkey layout by choosing the On Hook call state and the Call Back option. The softkey template is shown in Figure 16-20.

Figure 16-20 Cisco Call Back Softkey Configuration

Figure 16-20 Cisco Call Back Softkey Configuration

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