Call Back Feature – Cisco Unified Communication Manager
What is Call Back feature in Cisco Unified Communication Manager? The Call Back feature allows you to receive call-back notification on your Cisco Unified IP Phone when a called party line becomes available.
For example:- Phone A is calling Phone B. Phone A has been trying since long time but Phone B is unavailable to pick the call. So, while Phone B is ringing, a feature called CallBack is available on the Phone A’s softkey which can be pressed so that whenever Phone B is available, Phone A receives the notification.
Which state the Call Back Feature will work?
On Hook call state
Ring Out call state
Connected Transfer call state
How can be this configured?
Enable Cisco Extended Functions (CEF) on all servers via Serviceability
Configuring the Softkey –
Go to Device > Device Settings > Softkey Template > Standard User > Copy the template
Enter the Name, Description and Click on Save
Click on Related Links “Configure Softkey Layout and click Go
Select a call state to configure – Select On Hook from Drop Down Menu > Move Callback Softkey to Selected Softkeys > Click on Save
Select a call state to configure – Select Connected Transfer from Drop Down Menu > Move Callback Softkey to Selected Softkeys Click on Save
Select a call state to configure – Select Ring Out from Drop Down Menu > Move Callback Softkey to Selected Softkeys > Click on Save
Assigning the Softkey to the IP Phone/Device Profile
Go to Device > Phone > Select the phones on which you want to assign the Call Back Soft key.
Softkey Template > Select the above configured softkey from Drop Down Menu
Click on Save and Reset
Make some test call to test the feature.
- Phone A called Phone B, while ringing out, Phone A Pressed Callback Feature so that whenever Phone B is available, Phone A should be notified.
- Phone A Pressed, Callback and the feature was activated on Phone A
- Phone B went OffHook and made a call to some XYZ number and hung up the call. As soon as the Phone B hung up the call, Phone A received a notification on the Phone
I am working in an IT company and having 10+ years of experience into Cisco IP Telephony and Contact Center. I have worked on products like CUCM, CUC, UCCX, CME/CUE, IM&P, Voice Gateways, VG224, Gatekeepers, Attendant Console, Expressway, Mediasense, Asterisk, Microsoft Teams, Zoom etc. I am not an expert but i keep exploring whenever and wherever i can and share whatever i know. You can visit my LinkedIn profile by clicking on the icon below.
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