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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.
NOTE Instead of configuring intercom DNs from Call Routing > Intercom >
Intercom Directory Number and then assigning the existing intercom DN to a phone
intercom line, you can create the intercom DN from the Intercom Line Configuration
page of a phone by entering an intercom CN that does not exist yet. In this case, all
intercom DN values will be blank, and after the intercom DN has been configured, the
DN-related portion is saved as a new intercom DN, and the line appearance configuration
is stored at the phone intercom line. The same concept applies to phone DNs; you can
create them from Call Routing > Directory Number or from a phone line.
Barge and Privacy 423
Figure 16-19 Cisco Call Back
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.