Bias-Free Language

The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.

This feature allows the specification of an HTTP or HTTPS URL address for a media file to be used by the Music/Video on Hold service. AS, XS This feature allows the Personal/Family Simultaneous Ringing user to define criteria that determines if the Personal/Family Simultaneous Ringing service is activated for the incoming call. This feature allows users to add special numbers (that is, emergency and repair numbers) to enterprise Common Phone List, group Common Phone List, and user Personal Phone List. AS, XS Enables users to have up to ten phone numbers and/or extensions assigned to them. The usual ringing is provided for incoming calls to the primary phone number and users have the option of enabling a distinctive ring for calls to their second and third phone numbers. For outgoing calls from the user, the user’s primary phone number is the calling line identity. AS, XS Enables a user to reject calls from anonymous parties who have explicitly restricted their Caller ID. By activating the service via a web interface, callers without available caller identification are informed that the user is not accepting calls at that time. The user’s phone does not ring and the user sees or hears no indication of the attempted call. This service does not apply to calls from within the group.

Business Telephony: This feature adds Vertical Service Code (also known as Feature Access Code, or FAC) support for Anonymous Call Rejection (ACR) service. A user subscribed to Anonymous Call Rejection service can activate or deactivate the service using FACs. The two new FACs are configurable on a per-group basis, with the system defaults being *77 for Anonymous Call Rejection activation and *87 for Anonymous Call Rejection deactivation.

To activate Anonymous Call Rejection, the user dials the activation FAC. The Application Server then plays an announcement to inform the user that the Anonymous Call Rejection service has been successfully activated. If the Anonymous Call Rejection service was already active, the user still receives the announcement. To deactivate Anonymous Call Rejection, the user dials the deactivation FAC. The Application Server then plays an announcement to inform the user that the Anonymous Call Rejection service has been successfully deactivated, even if the Anonymous Call Rejection service was never activated in the first place. AS, XS Advanced Core Services: Enhances the Simultaneous Ringing and Sequential Ringing services by ensuring that the call is not answered by a far-end messaging system. This feature enhances the BroadWorks Mobility feature to support “route advance” to more than one Service Control Function (SCF) by allowing a fully qualified domain name (FQDN) to be configured for the SCF.

Movement of common and reusable logic into a library and stabilizing it to the extent where it can be considered as an independent product

Enhanced synchronization between Cisco BroadWorks Assistant and other clients (CommPilot Call Manager and Cisco BroadWorks Communicator) The following functionality is added to BroadWorks Assistant and BroadWorks Assistant – Enterprise: Citrix Support, Mozilla Firefox Support (Firefox 2.0), and Supervised Transfer. This feature adds the ability for a BroadWorks Assistant–Enterprise client application user to delete selected/multiple call log entries and prevent them from being displayed on the client interface. Deleting entries removes the call logs from the client as well as the server. This feature enhances Cisco BroadWorks Assistant – Enterprise to provide support for double-byte languages such as Chinese (simplified), Korean, and Japanese used in Far East Asian countries. This feature enables the subscriber to configure the Messaging service for an informational/greeting message from the BroadWorks Assistant–Enterprise application only. This enhancement allows a caller to hear a prerecorded message/greeting and disables the ability to leave a message. This feature enhances unified messaging integration in Assistant–Enterprise to provide a visual indicator when new voice or fax messages are received. The purpose of this feature is to give the user an opportunity to change the password directly from the BroadWorks Assistant–Enterprise toolbar when it expires. This feature enhances Assistant–Enterprise to support right-to-left languages such as Hebrew or Arabic. The feature allows the localization of the Assistant–Enterprise client for deploying languages that are right-to-left. This feature adds the ability to configure server-based Answer Confirmation on the Simultaneous Ringing service via the Assistant–Enterprise Services dialog. This feature provides the ability for Assistant – Enterprise to support the service status notifications for the Simultaneous Ringing service provided in Cisco BroadWorks. The purpose of this feature is to enhance Unified Messaging integration in Assistant– Enterprise to bridge a configuration gap between the portal and toolbar configuration of the Voice Messaging service. AS, XS Authentication is performed upon the registration of an IP phone. This ensures that the user of the device is authorized to gain access to system. SIP invites can also be authenticated on an ongoing basis at pre-defined intervals. Standard digest authentication is used. The authentication information is configured both in the phone and via the group web portal. All call originations from unregistered phones are denied. AS, XS Enables users who receive a busy condition to monitor the busy party and automatically establish a call when the busy party becomes available. This service can only be activated when calling within the same group. AS, XS This feature enhances the Automatic Callback (ACB) feature so that it is compliant with the MMTEL Completion of Communications to Busy Subscribers (CCBS) service.

Provisionable SIP Status Codes – Prior to the delivery of this feature, the Automatic Callback (ACB) functionality triggered on status codes other than 486 (Busy Here) and 600 (Busy Everywhere). For instance, the 480 (Temporarily Unavailable) and 606 (Not Acceptable) status codes triggered the service. This feature changes this functionality to make the list of these status codes configurable. In this way, a customer can limit the Session Interface Protocol (SIP) status codes that trigger this feature.

Provisionable Activation Digit – The initial implementation of this feature ensures ACB is only triggered by the subscriber entering a “1” when prompted to activate the Automatic Callback feature. This enhancement of this feature makes this digit (prompt and value entered) configurable. AS, XS This feature consists of enhancing the existing Automatic Callback (ACB) feature by introducing a new callback method for users who are not necessarily Cisco BroadWorks users. Enables users to automatically hold and retrieve incoming calls without requiring the use of feature access codes. This feature is especially useful for attendants managing a large volume of incoming calls by enabling them to hold calls by simply transferring them to dedicated parking stations. The feature is made active on that dedicated parking station. When an incoming call is directed to that station, the call is automatically put on hold and provided any media on hold. When the attendant wants to address the call, he/she simply retrieves the call from the held station. A timer exists that automatically returns the call to the attendant following expiration. This also allows for holding calls where the user customer premises equipment does not have a flash key.

Residential Telephony: Enhances the existing Directed Pickup with Barge-in service to optionally select the most recent active call in a group as the default barge-in target. The user does not have to enter the extension of the active call on which to barge in.

This enhancement is used to support residential multi-line deployments when a user attempts to barge in on an existing call involving another user in the household. This feature is designed to emulate what can be done today with multiple analog phones connected to the same RJ-11 port.

When the Directed Pickup with Barge-in feature access code is enabled, automatic target selection is possible if only one user is active in the Directed Pickup with Barge-in user’s group at the time the Directed Call Pickup with Barge-in service is invoked. An “active” user means either one of these scenarios:

A user from the same group as the Directed Pickup with Barge-in user (excluding the Directed Pickup with Barge-in user) is involved in one (or more) connected call(s) with another user.

A user from the same group as the Directed Pickup with Barge-in user (excluding the Directed Pickup with Barge-in user) is the terminator of a call and is being alerted.

If the target is ambiguous because multiple users meet the condition, the Directed Pickup with Barge-in user hears a stutter dial tone, and the target’s extension must be entered. This feature adds the basic call logs to the CommPilot portal. While Basic Call Logs are currently available on the Application Server, there has been no web page in the CommPilot portal where they are displayed to the user. This feature adds the Basic Call Logs web page to the CommPilot portal and makes it available to users with the Basic Call Logs service assigned. Note that the existing group web policy called “Enhanced Call Logs” is renamed to “Call Logs” and this policy is now applicable to both the Enhanced Call Logs and Basic Call Logs service. This feature introduces the Basic Call Logs functionality, already available on the Application Server, to the Execution Server (XS).

BroadWorks Mobility is a flexible solution designed to meet the needs of the mobile carrier, enterprise customer, and end user. The Cisco BroadWorks unique mobile hybrid architecture allows extension of the business services environment to the mobile handset. The architecture relies on two distinct components: the Session Continuity Function (SCF) and the BroadWorks Mobile Manager (MM).

The Session Continuity Function is a platform that communicates with the mobile operator network over standard protocols. Note that it resides in the mobile operator’s network or a hosting center.

The BroadWorks Mobile Manager performs call processing tasks or provides mobility features and integrates the Mobile Manager and Session Continuity Function by providing flow-through provisioning. Note that the BroadWorks Mobile Manager sits at the customer premises and acts as a front-end to the PBX.

The BroadWorks Mobility Manager and Session Continuity Function work together to seamlessly integrate the mobile network with the business services environment of the enterprise. This integration provides a seamless experience for the end user including the ability to use different mobile access networks, as well as have a consistent business service set on their mobile phone and desk phone.

BroadWorks Mobility is a flexible solution designed to meet the needs of the mobile carrier, enterprise customer, and end user. The Cisco BroadWorks unique mobile hybrid architecture allows extension of the business services environment to the mobile handset. The architecture relies on two distinct components: the Session Continuity Function (SCF) and the BroadWorks Mobility service.

The Session Continuity Function is a platform that communicates with the mobile operator network over standard protocols.

It resides in the mobile operator’s network or in a hosting center.

The BroadWorks Mobility service is a user-assignable service that enables a user to use a mobile device to engage Cisco BroadWorks enhanced services.

The BroadWorks Mobility service and the Session Continuity Function work together to seamlessly integrate the mobile network with the business services environment of the enterprise. This integration provides a seamless experience for the end user including the ability to use different mobile access networks, as well as have a consistent business service set on their mobile phone and desk phone.

This feature provides a set of mobile capabilities that help meet the key requirements of mobile operators for deployment of business services to the mobile handsets.

The BroadWorks Mobility solution relies on two distinct components, the Cisco BroadWorks Service Control Function Server (SCF), and the Cisco BroadWorks Application Server’s Telephony Application Server (AS TAS) Mobility service. The Cisco BroadWorks Service Control Function Server is integrated with the mobile network on one side and the Cisco BroadWorks Application Server on the other side to provide the mobile network with the business service environment of the enterprise. Front Office: Enhances the camp-on facility of the Receptionist client. The Busy Camp On feature is activated automatically when the transferring party transfers a call to a busy party in the group or the enterprise. AS, XS Allows for configuring a location (for example, a mobile) where a call should be redirected when the main device is unreachable (for example, landline). AS, XS Enables a user to redirect all incoming calls to another phone number. Users have the option to activate and deactivate the service by dialing a feature access code or configuring the service via their web interface. If activated, a user must specify the forwarding number. This is a simplified version of Call Forwarding Always (that is, there are no feature access codes, voice portal access, and so on), and it is executed after the Call Forwarding Always service. This service allows an end user to configure two Call Forwarding Always services without losing configuration data. AS, XS Enables a user to redirect calls to another destination when an incoming call encounters a busy condition. Users have the option to activate and deactivate the service by dialing a feature access code or configuring the service via their web interface. If activated, a user must specify the forwarding number. AS, XS Enables a user to redirect calls to another destination when an incoming call is not answered within a specified number of rings. Users have the option to activate and deactivate the service by dialing a feature access code or configuring the service via their web interface. If activated, a user must specify the forwarding number and the number of rings before forwarding. AS, XS Enables a user to define criteria that causes certain incoming calls to be redirected to another destination. If an incoming call meets user-specified criteria, the call is redirected to the user-specified destination. The user controls the service via a web interface, which provides the ability to set the forwarding destination address and the criteria sets for determining which calls require forwarding. A criteria set is based on incoming calling line identity, time of day, and day of week. Multiple criteria sets can be defined. AS, XS Enables users to apply different forward-to phone numbers for their various call forward entries. Previously, Call Forwarding Selective entries were restricted to use one common forward-to number. This feature introduces two new Cisco BroadWorks services, named Calling Number Delivery and Calling Name Delivery, which allow the Application Server to manage separately the delivery of calling number and calling name to Cisco BroadWorks users. The new services are licensed as user services. If a user has Calling Number Delivery assigned and enabled, then the Application Server “delivers” to the user the calling number for new incoming calls. Similarly, if a user has Calling Name Delivery assigned and enabled, then the Application Server “delivers” to the user the calling name for new incoming calls.

The Call Me Now service provides the ability for an external party to initiate a Click-to-Dial call to a Cisco BroadWorks user. For example, a Cisco BroadWorks user could place a Call Me Now widget on a social networking site and their friends could use the widget to place a call to them.

The Call Me Now service configuration for the target user provides for selective screening of the number provided by the external party, the type of answer confirmation that is required, and the ability to enable/disable the service.

In addition, the Outgoing Call Plan (OCP), Outgoing Digit Plan (ODP), Outgoing Pinhole Digit Plan (OPDP), Communication Barring – Fixed (CBF), and Hierarchical Communication Barring (HCB) service configurations are enhanced to support the screening of Call Me Now calls.

NOTE : The target user’s terminating services run as usual for the call initiated to them, so it is possible that the call is screened or redirected instead of being answered by the target user. AS, XS Enables a user to define criteria that cause certain incoming calls to trigger an email notification. If an incoming call meets user-specified criteria, an email (or short message to a cell phone) is sent to the notify address informing the user of the details of the incoming call attempt. The user controls the service via a web interface, which provides the ability to set the notify email address and the criteria sets for determining which calls trigger a notification. A criteria set is based on incoming calling line identity, time of day, and day of week. Multiple criteria sets can be defined.

This feature enhances Call Pickup, Directed Call Pickup, and Directed Call Pickup with Barge-in services by allowing unanswered calls to be picked up when a call already exists on the inbound target line/extension.

Prior to this enhancement, picking up calls using Call Pickup, Directed Call Pickup, and Directed Call Pickup with Barge-in services were limited to a single inbound call. If the called party was already on a call and received additional calls, other members of the Call Pickup group could not pick up these unanswered calls.

This enhancement allows all inbound unanswered calls to be picked up by other members of the Call Pickup group regardless of whether the called member has active or held calls. AS, XS Enables a user to call the last party that called, whether or not the call was answered. To call back the last party that called, the user dials the Call Recall feature access code. The system stores the number of the last party to call, and connects the user to that party.

Residential Services: Enhances the existing Call Return service to optionally configure a two-level activation procedure that supplies an audio prompt with an announcement of the last incoming number and a confirmation to proceed before returning the call.

This feature also adds a FAC to delete the last incoming number and additional system parameters allowing the operator to customize the behavior of the Call Return service.

Enables users to specify digit patterns instead of individual phone numbers on the following selective services: Selective Call Forwarding, Selective Call Acceptance, Selective Call Rejection, Call Notification, and Priority Alert. Digit patterns consist of a sequence of digits followed by the * wildcard. For example, 240* would apply to any calls from phone numbers starting with 240.

Users can also use the “?” wildcard character in specifying digit patterns. The “?” wildcard character represents any single digit (0 through 9) and can be used multiple times anywhere within a digit string. The “?” wildcard can be used with or without the “*” wildcard at the end of the digit string. AS, XS Enables users to request that a call they have received to be automatically traced by dialing a feature access code after the call. AS, XS Allows for rolling back a transferred call to the transferring party when the call is not answered by the destination party. This feature also prevents further redirections from the destination party. AS, XS Enables a user to consult with the add-on party before transferring the caller. To initiate call transfer with consultation, the user presses the flash hook and dials the add-on party. When the call is answered, the user can consult with the add-on party. To transfer, the user hangs up causing the caller to be connected to the add-on party. AS, XS Enables a user to make a three-way call with the caller and add-on party before transferring the caller. To initiate call transfer with three-way consultation, the user presses the flash hook and dials the add-on party. When the call is answered, the user presses the flash hook and forms a three-way call with the add-on party and caller. To transfer, the user hangs up, causing the caller to be connected to the add-on party.

Enables a user to answer a call while already engaged in another call. When a second call is received while a user is engaged in a call, the user is informed via a call waiting tone. To answer the waiting call, the user presses the flash hook. The user connects with the waiting party and holds the original party. By pressing the flash hook, the user reconnects to the original party and holds the waiting party. The feature completes when any party hangs up.

Users can activate/deactivate the Call Waiting service for all incoming calls via their web interface. Users also have the option of canceling their Call Waiting on a per-call basis by dialing the respective feature access code for Cancel Call Waiting per Call before making the call, or after a switch-hook flash during the call. Once the call is over, Calling Waiting is restored. AS, XS Enables a service provider to control whether or not Call Waiting is assigned to a user, rather than being a default capability. Thus, the service provider has the option to charge for this service.

Enables a user to block delivery of his/her identity to the called party. The user controls the service via a web interface, which provides the ability to activate and deactivate the service. If activated, all calls made by the user have the user’s identity blocked.

If this service is activated, users can still choose to allow the delivery of their Calling Line ID on a specific call by entering the respective feature access code (*65 is the default) for Calling Line ID Delivery per Call. Once the call is over, Calling Line ID Blocking is restored. AS, XS Enables users with this service assigned to always receive the calling line ID if available, regardless of whether or not it is blocked by the calling party. For example, this capability could be used by law enforcement agencies in certain countries. AS, XS Enables the delivery of a caller’s identity to a user’s device (if capable). Delivered information includes the caller’s phone number and name. The information is delivered only if the information is available and has not been blocked by the caller.

Enables a service provider to control whether or not the two services below are assigned to a user, rather than being a default capability. Once this service is assigned, users have the ability to enable or disable the service.

Some access devices, specifically embedded Multimedia Terminal Adapters (eMTAs), do not have the ability to mute the modem burst used to deliver the caller ID to the phone in a call waiting scenario. This results in a loud screeching sound being played to the called party.

This feature enhances the current Call Waiting feature to (optionally) disable the delivery of the caller ID if the called party is busy on a call. Provides the calling name for incoming calls by querying an external database for the information if it is not received in the call set-up messaging. Although the Cisco BroadWorks standard Calling Line ID Delivery provides the calling number and name for all calls within the system, calling name information is typically not passed with calls received from external parties (for example, PSTN-originated calls).

This feature enhances the Calling Name Retrieval (CNAM) service by allowing the Application Server to query an external server through a Simple Object Access Protocol/Extensible Markup Language (SOAP/XML) interface. In addition, it provides a configuration option for setting the query method to use, either subscription-based (current) or the SOAP/XML query-based (provided by this feature).

This feature also introduces a new system parameter to control sending the calling name for outgoing PSTN calls. This functionality is unrelated to the Calling Name Retrieval service. Front Office: Allows users of this service to limit the display of their name, status, or name and status in group or enterprise directories. This feature is specific to government organizations such as the police where special undercover agents are not displayed in the directories. A special privacy icon appears in the Receptionist contact directory in this situation indicating that the user does not wish to display their Busy Lamp Field (BLF) status. The Collaborate Guest client is an Xtended web application that allows a non-Cisco BroadWorks user (a guest) to participate in a multiuser chat, screen share, and audio/video conferencing hosted by a Cisco BroadWorks user in their My Room on the UC-One client.

This feature makes the location of the user profile configurable: fully in the Cisco BroadWorks Database Server, fully in the HSS, or both as previously supported.

The configurable user profile location provides more flexibility in choosing the best deployment strategy. The Database Server-only solution does not save profile information in the HSS, thus avoiding the HSS storage requirement and interoperability issues. The HSS-only solution may be preferable depending on HSS performance and geographical distribution or if access to the user profiles through the HSS is required by components external to Cisco BroadWorks. The hybrid approach, Database Server and HSS simultaneously, is preserved for backward compatibility.

This service introduces a system parameter that removes the per-user service assignment requirement for Connected Line Identity Presentation.

The new system parameter, enforceUserServiceAssignment , is configurable through the command line interface (CLI) and is located under Service/COLP .

If enforceUserServiceAssignment is set to “true”, then the Connected Line Identification Presentation service must be assigned to the user for the user to receive Connected Line Identity Presentation.

If enforceUserServiceAssignment is set to “false”, then Connected Line Identity Presentation is provided to the originator regardless of whether the Connected Line Identity Presentation service is assigned to the originator.

Each profile includes preferences for managing the relevant incoming call functions, for example, Call Forwarding (Busy, No Answer, Always, and Selective), Voice Messaging, Simultaneous Ringing, and Call Notify, which can be configured through a single easy-to-use web page. Users can also select their active profile an IVR menu. If a user elects to use CommPilot Express, it takes preference over all other service settings associated with processing incoming calls. AS, XS The Communication Barring User-Control service allows users to prevent or allow calls of specific types to be made from their accounts. Users select a barring profile from among the profiles authorized for their group by using a telephone or web user interface. They can activate, deactivate, and query the status of Communication Barring User-Control via the web and by using specific feature access codes along with a PIN code. This feature provides the ability for Call Clients (such as Assistant–Enterprise) to be notified of Simultaneous Ringing service status changes. AS, XS Allows the web portal to display time values using either a 24-hour or 12-hour clock, depending on the locale setting saved for the user’s account. AS, XS ISDN Migration: Provides Cisco BroadWorks users with connected line information for the calling party. The called party can also block the delivery of the connected line on a per-call or permanent basis. AS, XS Enables a user to put the caller on hold, and make a consultation call to another party. To initiate consultation hold, the user presses the flash hook and dials the add-on party. When the call is answered, the user can consult with the add-on party. To drop the add-on party and reconnect to the original party, the user presses the flash hook twice. AS, XS Enables a user to specify custom audio media files such as music or corporate greetings for ringback tones versus a standard system ring tone. Users can specify multiple profiles where each profile is associated with a set of incoming call criteria (that is, phone numbers, time of day, and so on) and a custom media file. If criteria are not met, then the group’s custom media file is used. If the group service is not provisioned or configured, the system ringback is provided. This feature is also called “color ringback” in certain markets. AS, XS Enables a user to specify custom audio and video media files for ringback tones versus a standard system ring tone. Users can specify multiple profiles where each profile is associated with a set of incoming call criteria (that is, phone numbers, time of day, and so on) and a custom media (audio and video) file. If criteria are not met, then the group’s custom media file is used. If the group service is not provisioned or configured, the system ringback is provided. If the caller does not have a video client or video phone, only the audio media file is played. AS, XS Allows users to activate Cisco BroadWorks services (for example, Do Not Disturb and Call Forwarding Always) by using device feature keys rather than using the web portal. AS, XS Users are assigned a ten-digit directory number that can be used to place or receive calls directly to this phone, without forcing access via a central number. AS, XS Enables a user to answer a call directed to another phone in their group by dialing the respective feature access code followed by the extension of the ringing phone. AS, XS In addition to the ability to pick up a call directed to another user in the same customer group, this version of the Directed Call Pick-Up service (listed below under group services) also enables the user to barge-in on the call if already answered, thereby creating a three-way call. Administrators can configure whether or not a warning tone is played when a barge-in occurs. AS, XS Enhances the Call Waiting service to provide a distinctive ringback to the caller when the called party is busy and alerted with a call waiting tone. Different ringback audio files can be used depending on the country code of the called party. This is configured through a system-level parameter. AS, XS Provides a different call waiting tone (that is, alert) or a different ringing cadence for intra-group calls versus calls received from outside of the group. This service is provisioned as part of the Priority Alert/Ringing service, so users must choose to enable either Distinctive Alert/Ringing or Priority Alert/Ringing (different tone/ring for user-specified phone numbers) at any given time. This feature enhances the Hosted Thin Call Center client and Hosted Thin Receptionist clients by allowing the user to see the diversion information when the call is delivered to the user through a queue. In other words, when User A calls User B and User B does not answer but instead redirects the call (using Call Forwarding No Answer or any other kind of diversion) to Queue C that delivers the call to User D, User D sees the information for User B as well. AS, XS Provides the option to prevent calls that are redirected by a user to be redirected again by the called party to their voice mail. It is especially useful for service such as Simultaneous Ring and Sequential Ring. If Simultaneous Ring is engaged, and one of the lines has voice mail pickup set for two rings, this feature continues to ring all the lines past the two rings and not transfer the call to voice mail. AS, XS Allows users to set their station as unavailable so that incoming calls are given a busy treatment. Users have the option to activate and deactivate the service by dialing a feature access code or configuring the service via their web interface. This feature enhances the Government Emergency Telecommunications Service (GETS) support by allowing the user to enable or disable the Calling Line ID Delivery Blocking for GETS feature code (GETS-FC) calls. This feature enhances the Calling Name Retrieval service to perform actions (block the call or divert the call to voice mail) depending on the presence and value of a header in the Calling Name Retrieval query response. This feature provides an extensive branding experience that is typically requested by most customers of the Hosted Thin Receptionist and Hosted Thin Call Center Applications. AS, XS Enables users to designate a held call as “privately held”. A privately held call cannot be retrieved from another station. In Shared Call Appearance applications that require several steps to transfer a call, this feature keeps others in a common call group from retrieving the held call. AS, XS Introduces additional feature access codes on Cisco BroadWorks to meet ETSI specifications, providing increased transparency in countries where these feature access codes are being used (for example, France). New feature access codes are introduced for sending callers to voice mail, setting the number of rings required for no-answer handling, changing the default Calling Line ID Blocking and Call Waiting settings, and accessing the voice portal. AS, XS With this enhancement, the system administrator can assign a warning announcement to each alternate call indicator (ACI) value. If the Network Server tags an originating call with an ACI value, and if the ACI value indicates an expensive call, then the Application Server plays the announcement assigned to that ACI value before allowing the call to continue.

The subscriber can dial these FACs to get the current status and destination of the Call Forwarding services listed above. The status is returned as active or inactive and the destination is reported as “voice mail” or the current forwarded number. The default FACs for each status query are as follows: AS, XS Enables users to hold a call for any length of time by flashing the switch-hook on their phone and dialing the respective feature access code. Parties are reconnected again when the switch-hook is flashed and the feature access code is dialed again. This feature adds French (Canada) language support to the following Cisco BroadWorks client applications: Hosted Thin Call Center, Hosted Thin Receptionist, and Meet-Me Conferencing Moderator. AS, XS This feature implements a Session Initiation Protocol (SIP) 181 response to the originator when a call is redirected. In addition, Cisco BroadWorks users can now control the types of calls that receive this response.

The Hierarchical Communication Barring (HCB) feature provides additional flexibility to the Communication Barring functionality.

Communication Barring – Fixed provides the system administrator with the ability to define barring profiles that can be mapped to a subscriber via the Network Class of Service (NCOS) values (by the service provider/enterprise administrators).

This new functionality allows the system administrator to define system-level barring profiles for use by the subscriber on outbound calls. The new feature is available in addition to the Communication Barring – Fixed feature, and provides inbound communication barring via digit pattern matching criteria to the system level.

Companies often reserve a set of cubicles and phones for mobile workers who come into the office from time to time. “Hoteling” enables mobile users to share office space and phones on an as-needed basis, like a hotel room.

The Hoteling service supports this activity by enabling users with guest privileges to log in to a host account via their web portal or voice portal. This enables the employee to use the host phone to make and receive their calls as usual, while retaining their own Cisco BroadWorks user profile. This feature consists of enhancements to the existing Hoteling Host-Guest features. A new event package is added to provide a mechanism for the host device to synchronize with the Application Server when the host device’s association status is modified. It also allows the Session Initiation Protocol (SIP) phone user to use keys on the phone as an alternative to associating a guest with the host device. Currently, the Hoteling Host and Hoteling Guest services are not permitted to be active on the same user account. The Hoteling Guest service is given precedence, thus preventing the account from simultaneously being associated with a Hoteling Host. This feature eliminates this restriction and allows the two services to operate simultaneously on the same user account. Advanced Core Services: Enhances the Hoteling Host and Hoteling Guest services by making the disassociation timer configurable (enabled with or without a time limit or disabled).

Localization: Currently, the Auto Attendant service uses the Calling Line ID (CLID) name for name dialing and for name spelling. Unfortunately, the CLID name is a U.S. ASCII string, which cannot contain Unicode characters. In some languages, such as Icelandic, user names can contain Unicode characters. In addition, the Icelandic phone keypad allows the dialing of these Unicode characters.

This feature enhances the Name Dialing feature by allowing Icelandic Unicode characters in the name dialing and in the name spelling.

This feature provides feature access code (FAC) support for interrogating the activation status of the following services and corresponding default FACs: AS, XS This feature provides support for SIP-based IP phones, in addition to basic analog phones or soft clients. Users with IP phones can manage their calls in real time (for example, call hold, conference).

This activity introduces a new service called Legacy Automatic Callback (ACB). Similar to the MMTel Automatic Callback already available in Cisco BroadWorks, this service allows a subscriber to reach another busy subscriber shortly after that busy subscriber becomes available. When active, the service monitors the busy subscriber. When that subscriber is available, it recalls the original caller, places a call back to the original busy subscriber, and connects the two parties.

Though similar to the MMTel Automatic Callback in purpose, the Legacy Automatic Callback service is different in important ways. For Legacy Automatic Callback, a subscriber dials a Feature Access Code (FAC) to invoke Automatic Callback toward the last dialed number. This is different from MMTel Automatic Callback, which does not have a FAC, but allows the subscriber to invoke Automatic Callback when a call attempt toward the other subscriber results in a busy indication. AS, XS Enables a user to have more than one forwarded call active at a time. There are no limitations on the number of simultaneous calls a user can forward. Calls are specified for forwarding via the web portal interface. AS, XS This feature improves the Number Search capability on the web portal. Specifically, this feature enhances this capability by relaxing and improving the search behavior to cope with common search use cases and return the expected number range. AS, XS Allows users to add any number of other parties to a call, up to a maximum number configurable at the system level (maximum 15, including the originator). This is similar to the Three-Way Calling feature. This activity introduces the Open Mobile Alliance (OMA) Presence user service. The Execution Server sends presence information on behalf of users who have this service assigned when these users become active on a call. When the call later terminates, the presence event state is removed. SIP PUBLISH requests are sent to the Presence Server for this purpose. The Voice over Internet Protocol (VoIP) telephony state of the user is reported inside a Presence Information Data Format (PIDF) body. This feature allows the system administrator to control whether users can make or receive video calls. The goal is to avoid using too much data for users with limited data plans.

This feature enhances the current Shared Call Appearance (SCA) implementation to identify the actual device that originates or answers the call.

Users with the BroadWorks Anywhere (BA) or Shared Call Appearances (SCA) services are able to originate or answer calls using multiple devices provisioned against that service. For instance, for BroadWorks Anywhere, a call terminating to a BroadWorks Anywhere user may be answered on a device other than the Cisco BroadWorks user’s primary device, but the applicable accounting records indicate the call was answered by the Cisco BroadWorks user (and note that similar behavior is observed with call originations). The Personal Assistant service is enhanced to allow the user to be alerted prior to the call being processed by the Personal Assistant. AS, XS Enables users to record their name to be played back to incoming callers in conjunction with multiple services, including Voice Messaging and Auto Attendant. A .wav file is recorded and uploaded via a phone and respective CommPilot Personal web page. The Call Logs enables users to view the following lists of stored numbers: missed, received, and dialed. The call log is accessed through the CommPilot web portal and includes the most recent numbers registered for each category, as well as the respective call times and dates.

This phone list serves as a searchable company directory, listing names, numbers, and email addresses.

Each user added to the group is automatically added to this list. Also included are the extensions for reaching the Auto Attendant(s), Hunt Group(s), and the voice portal, when applicable. Group administrators can add additional phone numbers to the Group Phone List by either adding them individually via their web portal or by importing them from a file.

Emergency numbers, repair numbers, chargeable directory assistance numbers, or GETS reserved FACs cannot be added to the phone list.

Each user can add, delete, edit, and re-order numbers in their Personal Phone List, which serves as a personal speed dial list. Users can add multiple numbers to this list by uploading them from a flat file.

Emergency numbers, repair numbers, chargeable directory assistance numbers, or GETS reserved FACs cannot be added to the phone list.

This feature adds a new user service called Polycom Phone Services. When assigned and configured, it introduces a set of services that integrates Cisco BroadWorks services with features and capabilities on the Polycom family of phones. Specifically, it introduces the concept of a “Polycom Phone Directory”, which allows an end user to add, delete, and synchronize a set of contacts onto their Polycom phone.

This feature will continue to be enhanced in future releases to support additional levels of integration and personalization with Polycom phones. This feature adds support for building dynamic sentences used in certain announcements according to the Portuguese-specific needs. This new service provides a user-customizable announcement to be played to the calling party before alerting the terminating party. The announcement can be configured to be interruptible (or not interruptible) by the calling party upon detection of configurable dual-tone multi-frequency (DTMF) sequence.

This feature modifies the Execution Server (XS) Telephony Application Server (TAS) to support the Pre-alerting Announcement feature, which is already supported on the Application Server (AS) Telephony Application Server (TAS).

The functionality described in the Pre-alerting Announcement Service Feature Description; Release 17 is introduced on the Execution Server. AS, XS Enables users to view and print a directory listing of all the business group members and their respective contact information (for example, extension, mobile phone number, email address). The information is displayed in one of two formats: summary or detailed. The Group Directory is accessible from the CommPilot web portal. AS, XS Enables a user to define criteria to have certain incoming calls trigger a different call waiting tone (that is, alert) or a different ringing cadence than normal calls. The user sets the criteria (for example, incoming calling number, time of day and day of week) for determining which calls require priority notification via their CommPilot Personal web interface. Multiple criteria sets, or profiles, can be defined. Enables user-to-user intercom service across an enterprise. When a user dials the respective feature access code followed by the called party’s extension, the system requests that the called station answer automatically. Users and administrators can define accept and reject lists, which can include wildcards. This feature adds support for the Push to Talk service, which is already available on the Application Server, on the Execution Server. This feature enhances the Contacts widget in the Hosted Thin Receptionist client application to allow the user to view the maximum number of contacts across all the directories. This feature also enhances the client to provide a similar user experience to that in the Hosted Thick Receptionist client. Enables users to access and use their Cisco BroadWorks services from any end point, on-net, or off-net (for example, home office, mobile phone). This service is especially useful for teleworkers and mobile workers, as it enables them to use all of their features while working remotely (for example, extension dialing, transfers, conference calls, directories, and so on). In addition, since calls are still originated from Cisco BroadWorks, the service provides an easy mechanism for separating personal and business phone expenses, as well as keeping alternate phone numbers private. This service must be set up by the group administrator.

Enables an administrator to specify the maximum call time in minutes for answered (and unanswered) calls. Maximum call time can be specified on a system, service provider/enterprise, group, and user basis. If an answered call exceeds the maximum call time allowed, then the call is released by the system. This helps to prevent fraud and also provides a mechanism to cut off calls that have accidentally been left

off-hook.

AS, XS Enables providers to set up a new level of voice portal than spans all groups in a service provider without requiring a public phone number for each group voice portal. In addition, a user can be configured to use the service provider voice portal or the group voice portal. If a carrier is using the service provider voice portal, a user is assigned a service provider voice mailbox, which is unique for the service provider. AS, XS Enables users to have a short ring burst played on their phone when the following services are triggered Call Forwarding Always, Call Forwarding Selective, and Do Not Disturb. Ring Splash can be enabled for each of these services individually and serves as a reminder that the respective service is active. AS, XS Allows for migrating (retrieving) an active call from one Shared Call Appearance (SCA) location (for example, a mobile) to another (for example, landline). AS, XS Enables a user to define criteria that causes certain incoming calls to be allowed. If an incoming call meets user-specified criteria, the call is allowed to complete to the user. All other calls are blocked and the caller is informed that the user does not wish to receive the call. The user controls the service via a web interface, which provides the ability to establish the criteria sets for determining which calls are allowed to complete. A criteria set is based on incoming calling line identity, time of day, and day of week. Multiple criteria sets can be defined. AS, XS Enables a user to define criteria that cause certain incoming calls to be blocked. If an incoming call meets user-specified criteria, the call is blocked and the caller is informed that the user is not accepting calls. The user controls the service via a web interface, which provides the ability to establish the criteria sets for determining which calls require blocking. A criteria set is based on incoming calling line identity, time of day, and day of week. Multiple criteria sets can be defined. AS, XS The Customer Originated Trace service allows users to report malicious calls. To do this, users flash the switch hook and dial a Customer Originated Trace FAC during the call or release the call and then dial the FAC on dial tone. With this enhancement, the number of the calling party is automatically added to the Selective Call Rejection screening list of the user who dialed the Customer Originated Trace FAC.

This feature enhances the logic for selective services to determine whether a selective service should execute when handling private calls. The existing logic now includes an extra screening to verify whether the selective services should consider private calls.

The ability to offer this extra screening is provided through the introduction of a new “true” or “false” system parameter, called screenPrivateNumber .

This enhancement also provides the ability to preserve the previous functionality. The toggling of the new functionality is controlled through the new command line interface (CLI) system parameter, screenPrivateNumber, under SelectiveServices (under CLI hierarchy XS-CLI/Service/SelectiveServices ) .

The selective services that are enhanced by this feature are the following:

Each of the above services behaves differently when there is a matching criterion. When the new screenPrivateNumber system parameteris set to “true” and in the event of the successful privacy screening by a specific selective service, this enhancement does not affect its existing functionality. This means that the service execution of these selective services remains the same.

This enhancement has no impact on the web portal of any of the above services.

This feature enhances the Calling Plans service to allow administrators to manage their forwarded and transferred calls independently of one another.

The current Cisco BroadWorks implementation of Outgoing Calling Plan (OCP) has a single set of restrictions for transferred and forwarded calls. This feature introduces a system parameter that allows for bundling the transfer with regular calling restrictions. Forwarded calls can have their own calling restrictions configured independently. AS, XS Enables users to define a “find-me” list of phone numbers that are alerted sequentially for incoming calls that match specified criteria. While the service searches for the user, the calling party is provided with a greeting followed by periodic comfort announcements. The caller can also interrupt the search to leave a message by pressing a DTMF key. Supports the addition of custom enhancements to the Cisco BroadWorks feature set such as enhanced call routing, screening, or notification services. Scripts are written in the call processing language (CPL) and are uploaded by Cisco BroadWorks via the CommPilot web portal. The feature is authorized and assigned like all other services. This feature enhances the system’s support for Call Processing Language (CPL) scripts, adding the ability to configure service scripts at either the group or user level.

Allows for incoming calls to ring on up to 35 additional phones simultaneously, connecting the first phone to be answered. If one of the phones is already hosting an active call under the line ID, incoming calls are delivered to the active phone and any outgoing calls from another phone using the same line ID are blocked.

Certain IP phones can present the following states across their lamps: idle, progressing, alerting, active, and held. Certain IP phones can also support the hold/retrieve function, whereby calls on shared lines can be held on one device and retrieved from another registered device.

Example applications of this service include setting up a second line for an executive assistant or creating a hosted key system solution with multiple lines being shared across multiple phones in an office. AS, XS The Shared Call Appearance (SCA) service provides an attribute that is used to allow or disallow bridging between the SCA locations. This allows for bridging calls between shared call appearance locations to facilitate manager/administrative assistant interactions. AS, XS Cisco BroadWorks users with the Shared Call Appearance service are misled by the display on their phones, which indicates they have multiple “missed calls”. These calls have actually been answered using alternate devices that are configured as “shared call appearances” in BroadWorks. This feature notifies the phone, using the SIP CANCEL message, indicating that the call was answered elsewhere and is not to be included in “missed calls”. Silent Alerting allows the user to suppress ringing when receiving calls at the primary, Shared Call Appearance, Flexible Seating Guest, Hoteling Guest, and Video Add-On locations. The alerting can be either enabled for all locations or disabled for all locations. AS, XS Enables users to have multiple phones ring simultaneously when any calls are received on their Cisco BroadWorks phone number. The first phone to be answered is connected. For example, calls to a user’s desk phone could also ring the user’s mobile phone, in case the user is not at his/her desk. This feature adds the capability for a carrier to launch the Cisco BroadWorks hosted thin clients (Receptionist, Call Center Agent, and Call Center Supervisor) and the Moderator client from a third-party portal without requiring the end user to see or use the login page of these applications. The Microsoft Messenger soft client can be used as an alternative to analog or IP phones for making and receiving calls, while still having access to all of the features of Cisco BroadWorks. AS, XS Enables users to dial two-digit codes to call up to 100 frequently called numbers. Entry of the two-digit code is preceded by a configurable prefix: 0-9, A-D, *, or # (default). Users can program the numbers in their directory via the Speed Dial 100 web page in their CommPilot Personal web portal, or directly through their phone using the respective feature access code (*75 default). AS, XS Enables users to dial single digit codes to call up to eight different numbers, such as frequently dialed numbers or long strings of digits that are hard to remember. AS, XS Enables a user to make a three-way call with two parties, in which all parties can communicate with each other. To initiate a three-way call while engaged in a regular two-party call, the user presses the flash hook and dials the third party. Before or after the third party answers, the user presses the flash hook and forms a three-way call with the two parties. To drop the third party, the user presses the flash hook and is reconnected with the original party in a regular two-party call. If the user hangs up, all parties are released. To ease the deployment of Cisco BroadWorks in countries using the Turkish language, certain sentences that were constructed by the system when using Interactive Voice Response (IVR) announcements have been modified to reflect the specifics of that language.

This feature modifies the Cisco BroadWorks Application Server to allow Unicode characters to be used in the identity name (for example, calling line identity name and connected line identity name) on system interfaces such as Session Initiation Protocol (SIP) and Media Gateway Control Protocol (MGCP).

The Application Server’s SIP RFC 3261 compliance is enhanced to encode and decode bytes using UTF-8 (RFC 3629) without relying upon the file.encoding system property being UTF-8.

The Application Server’s MGCP RFC 3435 and RFC 3660 compliance is enhanced to encode and decode bytes using UTF-8 without relying upon the file.encoding system property being UTF-8.

This feature provides enhancements to BroadWorks Custom Ringback, Music On Hold, and Video On Hold services. The enhancements include:

User-defined Custom Ringback for “Call Waiting” calls, which allows users to select an alternative media source for Call Waiting calls. Users have two options for Custom Ringback, one for initial calls and an alternative option for waiting calls. AS, XS Allows users to manage their privacy by restricting access to their call status by directories, Auto Attendants, Receptionist, and Busy Line Field. Enables the use of video media in conjunction with regular audio media. If a user’s primary device does not support video, this service can be used to configure a video-capable device to deliver the video portion of their call. The system “splits” the multimedia call, directing the audio portion to the primary device and the video portion to the video add-on device. All services continue to operate as they would for a regular audio call. This feature adds two functionalities to the voice portal, enhancing the voice messaging deposit mechanism. First, if the transfer key “0” is pressed while leaving a voice message, the user is now prompted to choose to send the voice mail or to cancel the recording before being transferred. Second, when a message is sent explicitly (by pressing pound (#) and then 3), the user is now prompted to either be transferred to an attendant “0” or to return to the voice portal “*”. This feature extends the functionality of the Voice Messaging User - Video service by playing a different video greeting when the option of transferring to the operator is enabled. AS, XS Enables users to make calls from the voice portal, as if making calls from their desk. Calls are still made on the user’s account but can be made from any phone.

Allows the guest to access the voice portal using the guest’s main device or from a Shared Call Appearance (SCA) location even if the guest is still associated with a Hoteling Host.

The option to disassociate from a remote host is added to the voice portal Hoteling menu to allow a Hoteling Guest to disassociate from a remote Hoteling Host.

Enables an administrator to force all calls to query the Network Server on a system, service provider/enterprise, or group basis. With this feature engaged, all calls from a group are directed to the Network Server (usually, only inter-group calls query the Network Server).

Furthermore, to support residential and enterprise users on the same system, it is important to be able to designate groups to have calling line identity restrictions enabled or disabled. For enterprise groups, they should be disabled (default) and for residential groups, they should be enabled. This feature allows an administrator to specify if calling line identity restrictions are enabled or disabled for a group on a system, service provider/enterprise, or group basis. When incoming calls are received, this feature is checked to determine if calling line identity restrictions are enforced or not.

All of the configuration parameters are provided in a hierarchical manner. There are identical parameters at the system, service provider/enterprise, group and user (if applicable) layers. The user has the highest precedence, and the system has the lowest precedence. On a per-call basis, the system selects the parameter to use based on the precedence. Thus, the user parameter is used if it is configured, otherwise the group parameter is used if it is configured, otherwise the service provider/enterprise parameter is used if it is configured, and lastly the system parameter is used if all other layers are not configured.

Some markets have regulations that specifically forbid toll bypass. Deploying Cisco BroadWorks in such markets requires that the system (for example, routing on the Application and Network Servers) be configured appropriately. However, appropriate routing configuration is not enough to prevent all toll bypass scenarios. This feature is introduced to cover the cases that cannot be handled by routing alone, in particular:

Each user is assigned a “home zone” that corresponds to their actual location, and the above services are prevented from linking (forwarding, transferring, or bridging) a public-switched telephone network (PSTN) party with a Cisco BroadWorks party from another zone. Users in an enterprise can always call each other freely regardless of zones. This feature enhances the Application Server’s ability to perform an Attended Call Transfer (also called Transfer with Consultation) in response to a SIP REFER request. Specifically, the feature enables the Application Server to perform the Attended Transfer when the two calls to be bridged are in different user sessions.

Enables the tracking of calls made to outside of the group by prompting users for an account code. This service does not validate the codes entered (see Authorization Codes), so calls are not blocked. Account codes are managed by the group administrator and can be two to 14 digits long. Note that groups cannot have this service and the Authorization Codes service enabled at the same time.

Account Codes can also be implemented on a per-call basis in which users have the option to enter an account code by dialing a feature access code before the call, or by flashing the switch-hook during a call and then dialing the feature access code (for example, to register an incoming call from a client).

This feature introduces a new report for the Enhanced Call Center Reporting solution. This report provides information related to the activities performed by an agent. These agent activities include: This feature adds the agent name and agent number/extension to the existing Call Center Call Detail Report when the call is distributed to and answered by an agent. In previous releases, when a call is delivered to a hunt group, call center, or route point agent and the agent’s device returns a SIP 302 Moved Temporarily response, the call leg is released since that kind of termination is generally considered to be diversion-inhibited. In Release 21.0, this feature adds the ability to optionally honor these responses.

This feature allows the Network Server to process a request from a routing network element (NE) in access-side mode or network-side mode, depending on the signaling information in the request. Prior to this feature, a routing NE could be either an access routing NE or a network routing NE, but not both. With this feature, a routing NE can be both an access routing NE and a network routing NE, with the Network Server determining whether to apply access-side or network-side processing, based on signaling information in the Session Initiation Protocol (SIP) request. Specifically, the Network Server can process the request in access-side mode if it contains tgrp/trunk-context parameters in the Contact Uniform Resource Identifier (URI) or if it contains an otg parameter in the From header that identifies a known trunk group.

Additionally, when the Network Server receives a request from a routing NE, it may optionally select the routing profile of that routing NE even if the Network Server recognizes the originator.

The first approach is to use the Trunk Group Identity in the Tel URI of the P-Asserted-Identity (PAI) header for all trunk group-originated calls. This need arises because some deployed devices only use the information in the Tel URI of the P-Asserted-Identity header even when SIP URI is present. In such cases, the pilot user’s DN may be lost if it is in the SIP URI and not the Tel

The second approach is to use the charge number in the Tel URI of the P-Asserted-Identity header for all Cisco BroadWorks-hosted users. This includes virtual users; distributed group calls (DGC) users, and trunk group users. This approach, when configured, has a higher precedence than the first approach for Trunk Group Identity. AS, XS Performs an authorization of calls made outside of the group by prompting users for an authorization code. Calls are not connected unless a valid code is entered. Authorization codes are managed by the group administrator and can be of two to 14 digits in length. Note that groups cannot have this service and the Account Codes service enabled at the same time.

The Auto Attendant serves as an automated receptionist that answers the phone and provides a personalized message to callers with options for connecting to the operator, dialing by name or extension, or connecting to up to nine configurable extensions (for example, 1 = Marketing, 2 = Sales, and so on). Configuration via the CommPilot group web interface also allows for hours of operation to be modified, with different options available for hours that the company is open or closed. Group administrators use their voice portal to record auto attendant greetings. For example, a message can be left remotely to indicate that the office has been closed due to inclement weather. In addition, users have the ability to record their name for playback when a caller dials by name or extension.

A group can have multiple Auto Attendants configured, either individually (for example, customer service with separate business hours) or integrated into a multi-level Auto Attendant (for example, enterprise’s main Auto Attendant is configured to seamlessly route to the Auto Attendant of a particular department or location).

This feature aims to enhance usability of Auto Attendant for callers who use mobile devices or devices on which the announcements cannot be heard while digits are being pressed on the keypad.

When a caller dials a name, Auto Attendant keeps collecting the user’s input even after Cisco BroadWorks finds that there is no match until the user stops inputting and only then plays an error message. If a name dialing search leads to no matches, the caller is offered to dial 0 to be transferred to the operator directly instead of having to go back to the main menu.

Immediate Extension Dialing – enables callers to dial an extension through the first level of the Auto Attendant without having to first select the extension dialing option. AS, XS This feature introduces a new system parameter to prevent the infinite Auto Attendant redirection loop. The parameter controls the number of redirections allowed for a call to an Auto Attendant (from one Auto Attendant to another). The count of answered redirections is conveyed over Session Initiation Protocol (SIP) in the Diversion or History-info header, in a proprietary parameter named answered-redirection . This feature introduces the Auto Attendant – Standard service. The Auto Attendant – Standard is based on the existing Auto Attendant capabilities with the addition of the support for submenus and holiday schedules. The Execution Server is updated to provide the same Auto Attendant services as in AS mode. The Auto Attendant service license is renamed to Auto Attendant – Basic, the Auto Attendant – Video license is renamed to Auto Attendant – Basic Video, and the Auto Attendant – Standard service is added. The purpose of this feature is to enhance the BroadWorks Receptionist client application to allow existing Directed Call Pickup/Barge-in and Camp On functionality to operate in conjunction with the Receptionist’s Use full Directory Number deployment option. This feature also allows the Receptionist client to seamlessly support activation of the Cisco BroadWorks feature “Support Call Park/Retrieve and Directed Call Pickup across Groups”. If this feature is activated or available in Cisco BroadWorks, the Receptionist client enables Directed Call Pickup/Barge-in functionality for users within the enterprise, instead of just within the group the Receptionist user belongs to. AS, XS Advanced Core Services: Enhances the Call Transfer service by allowing the transferring party to camp on a call against a busy destination in the group or enterprise. This feature modifies the Execution Server (XS) Telephony Application Server (TAS) to support Busy Lamp Field features that were already supported on the Application Server Telephony Application Server. This feature is introduced on the Execution Server with functional parity with Release 20.0 of the Application Server. Enables a user to receive the call state information on monitored users. This information supports busy lamp field operation for IP attendant console phones and devices. The list of monitored users is managed by the group administrator level and above.

The Cisco BroadWorks Call Center is comprised of several components that interact to deliver the overall solution. The solution is primarily an inbound CallCenter; however it allows individual agents to perform outbound dialing (that is, no centralized power dialer for now). In addition, the positioning of the solution is typically aimed at small medium business (SMB) markets requiring informal CallCenter functionality.

The agent and supervisor are deployed as a single desktop application. The features exposed are dictated by the license granted to the individual attempting to log in. Call Center: Provides the Call Center Supervisor client with a message waiting indication (MWI) as well as the number of new/unread messages when a customer leaves a voice message.

Silent Monitoring – Allows the supervisor to listen into calls being handled by their agents. An optional tone allows agents to know that they are being monitored.

Customer Originated Trace – Permits an agent to issue a trace on any call presented to them. The trace can be issued mid-call by pressing a key. Call Center: Allows supervisors to sort the Supervisor Team tab by campaign and view Calling Line ID (CLID) for an agent’s active calls. The feature also provides supervisor status. Call Center: Allows agents to transfer calls to the back of the queue (primary option) or to the front of the queue (secondary option). Call Center Agent and Supervisor Client Support for Deployment Studio Localization Enhancements 14.sp6 Call Center Agent and Supervisor: This feature enhances Call Center Agent and Supervisor client to support the Deployment Studio updates for localization.

This feature provides visibility into queues that are on the same lines as they are on the Dashboard for the supervisors. As well, this enhancement enables a simplified dashboard for agents in the Call Center application.

The existing BroadWorks Agent license is required to enable this feature.

This feature provides a call center customer with the ability to automatically move agents (when they are unreachable) to Unavailable with a specific unavailable code. A policy is introduced on the queue that allows calls in the queue to be processed in a different way, as the number of agents that are deemed unreachable reaches a threshold. This allows a call center to avoid stranding calls when a site becomes unreachable and to divert the calls to a different location or to provide information to the caller in queue. The purpose of this feature is to clarify the functionality of the search text box to the end user. Search is added to the text box when it is inactive or not in use in the BroadWorks Receptionist client application. In addition, for the BroadWorks Call Center client application, Enter Keyword, currently used in the search text box when inactive or not in use, is replaced by Search. This feature is available only for Release 16.0 of BroadWorks Receptionist and BroadWorks Call Center client applications. This activity enhances certain Open Client Interface (OCI) transactions that are used by Hosted Thin Call Center and Receptionist client applications to facilitate the search in user directories and to augment the number of data fields available for displaying the content of these directories. Users of Hosted Thin Call Center and Hosted Thin Receptionist applications using a soft client can be authenticated via a Personal Identity Verification (PIV) card. Users of Hosted Thin Call Center and Hosted Thin Receptionist applications using a soft client can be authenticated via a Personal Identity Verification (PIV) card. Users of Hosted Thin Call Center and Hosted Thin Receptionist applications using a soft client can be authenticated via a Personal Identity Verification (PIV) card. Users can sign into the Hosted Thin Call Center and Hosted Thin Receptionist client applications using their Security Assertion Markup Language (SAML)-based credentials, such as Okta, Google G Suite, Microsoft Office 365, Active Directory Federated Services (ADFS), or a custom identity provider. Users can sign into the Hosted Thin Call Center and Hosted Thin Receptionist client applications using their Security Assertion Markup Language (SAML)-based credentials, such as Okta, Google G Suite, Microsoft Office 365, Active Directory Federated Services (ADFS), or a custom identity provider. Users can sign into the Hosted Thin Call Center and Hosted Thin Receptionist client applications using their Security Assertion Markup Language (SAML)-based credentials, such as Okta, Google G Suite, Microsoft Office 365, Active Directory Federated Services (ADFS), or a custom identity provider. This feature provides performance measurements for the web application that runs on the Xtended Services Platform to allow service providers to monitor the performance and gauge the scalability of the Call Center web-based client. This feature provides the ability to assign the Calling Name Retrieval feature to Call Center Virtual Subscribers (Vsubs). If the Call Center Agents (CCAs) are phantom, the recommended configuration is to assign the Calling Name Retrieval service to the Call Center Vsub. Therefore, the CNAM query is only done by the Call Center. Since the same calling name, retrieved by the Call Center Vsub, is available to CCA associated with the Call Center, all CCA get the same name and do not perform a CNAM query for the calling name.

Call Center service: This activity provides the following call treatment enhancements:

Mandatory Entrance Announcement – This is an optional queue entrance message. The administrator has the option to enable or disable the entrance message. The message can be flagged as mandatory, which forces the entrance message to be played to completion. The entrance message is available to all queue types ( Basic, Standard , and Premium ).

External Music Source – The administrator can specify an external music source for Music On Hold (MoH). The Music On Hold option is available to all queue types ( Basic, Standard , and Premium ).

Centralized File Location Addressable by HTTP – The Cisco BroadWorks Media Server is used to play media files to the caller when needed.

For each announcement, the administrator can upload an alternate audio/video announcement file or specify a uniform resource locator (URL) to a file located on a centralized file repository. In the latter case, the Media Server retrieves the file using the URL via the Hypertext Transfer Protocol (HTTP).

Comfort Message Bypass – Introduces a policy that permits calls that are expected to be answered quickly to be provided with alternate comfort messages instead of the usual comfort/Music-On-Hold treatments.

This policy applies after the entrance message has finished playing (if applicable), and is only available to Premium call queues.

This feature adds the ability for a Call Center Supervisor/Agent client application user to delete selected call log entries and prevent them from being displayed on the client interface. Deleting entries removes the call logs from the client as well as the server.

End users can now select and clear a single call log, multiple call logs, or all logs.

This enhancement introduces an option to restrict functionalities in the Thin Call Center Deployment Studio Image (DSI) and command line interface (CLI), respectively.

The following functionalities can be restricted through the DSI:

Disposition Codes are additional attributes that are applied to a call during the call and during wrap-up. This allows the calls to be tagged with promotions, topics, and so on. Call Center managers can use this data to better understand the performance of their agents and call centers. This document describes the second phase of enhancements to the Cisco BroadWorks Call Center Agent/Supervisor client application, as part of the overall Premium Automatic Call Distribution (ACD) Enhancements solution on Cisco BroadWorks. The first phase of these enhancements was introduced in Cisco BroadWorks Release 16.0. The enhancements described in this document are Cisco BroadWorks Call Center Agent/Supervisor client application changes based on and enabled by Cisco BroadWorks server enhancements. This feature enhances the CallCenter entrance message functionality. After the initial entrance message is played, an optional queue position for the caller or an estimated wait time is announced.

Call Center service: Introduces a policy that permits the forced transition of a Call Center agent from available/wrap-up to unavailable status. The transition occurs under the following conditions:

Forced agent unavailability default settings are configured at the system level or group/enterprise level. These settings can be overridden at the agent level.

The triggers described above apply for both Standard and Premium type agents, except for the personal call trigger that applies only for Premium type agents. This feature allows customers to analyze call center activities by providing them with direct access to the data created for each activity.

Call Center service: Introduces a Queue policy configuration option that allows calls to Call Center agents to be automatically answered and rendered over the device’s speaker and microphone.

This Queue policy is only available to queues of type Premium.

It is important to note that the agent’s device must support the remote control talk event package.

Call Center service: Introduces a policy allowing a Call Center to temporarily divert new incoming calls to a new route defined by the customer. This feature is independent of the Night service route.

Forced forwarding of calls does not affect calls already in the Call Center’s call queue. These calls are routed to and presented to the Call Center agents in the usual way.

This feature is typically invoked when a change in business conditions dictates calls to be redirected to another Automatic Call Distribution (ACD) other than Night service of overflow routes.

Call Center service: This activity updates the Call Center licensing scheme.

Three new user services have been added to Call Center licensing:

Call Center – Basic:

Call Center instances can be created if one of the new user services is authorized to the group. The video license is no longer required to enable video on Call Center instances.

The following existing user licenses have been removed:

Call Center service: Introduces two features: Night Service and Holiday Service.

Night Service– This Call Center service provides a policy to perform different routing during hours that the queue is not in service (generally after business hours). The service is invoked via a schedule that defines the business hours of the queue.

Holiday Service – This activity introduces a policy that permits calls to be processed differently during holiday periods. The holiday schedule is defined at the group level. The Queue policy allows the configuration of a specific routing action when a call is received during a holiday period. If no holiday schedule is defined for the queue, then all incoming calls to the queue are processed as if they were received during a non-holiday period.

Call Center service: Introduces a policy that determines which call in the queue, based on priority, should be delivered to an agent when this agent becomes available.

The Priority Routing policy offers two settings:

Longest Wait – When this setting is selected, the wait times of the next call in line from each queue where the agent is staffing are compared. The longest waiting call is selected and delivered to the agent.

Fixed Queue Priority – When this setting is selected, a list of precedence is configured among the queue of the group/enterprise. The call from the highest precedence queue that the agent is staffing is selected and delivered to the agent.

For either setting, bounced calls always have priority over non-bounced calls. If there is more than one candidate-bounced call, then they are prioritized based on the original time at which the call was offered to an agent.

This policy is configured at the group/enterprise level.

The following describes each enhancement in additional detail:

Stranded calls – A policy is provided that allows a queue to be configured to determine what to do with a stranded call. A stranded call is defined as a call already queued in an ACD with no agents logged in. The current Enable Call Queuing when Call Center is Not Staffed is replaced with this function.

Bounced calls – A policy is provided that allows a queue to be configured to determine what to do with a bounced call. A bounced call is defined as a call that is being routed to the agent but for some reason the call is not answered. This feature enhances the current Skip to Next Agent After X Rings function.

Overflow – A policy is provided to perform overflow processing. Overflow processing permits calls to be processed when a large number of calls have been received or calls have been waiting longer than a configured threshold. This enhances existing queue functionality and is configured in the Forward Call After Waiting X Seconds option in the No Answer Settings configuration. This feature adds skill-based routing to distribute calls from a company’s call centers. In this model, a skill level is assigned to each agent for each call center membership. When the agent becomes available to receive calls queued on these call centers, the call from the call center where the agent is most skilled is offered. This behavior allows agents to work on the calls where they can be the most effective, improving call center efficiency.

This feature enhances the Call Center statistics provided through the Cisco BroadWorks web portal.

Specifically, this feature enhances the Call Center statistics by:

Harmonizing the definitions of the statistics accumulated on the Cisco BroadWorks Application Server with the definitions of the statistics accumulated on the reporting server.

Providing configuration options to the administrator to turn off the accumulation of Call Center statistics on the Cisco BroadWorks Application Server and allow the web portal interface and daily email report functions to retrieve the statistics from the reporting server (if available and configured), which enhances scalability and performance of the Cisco BroadWorks Application Server.

Maintaining statistics even if an agent is removed from the Call Center queue, or if the agent’s user profile is removed from the Cisco BroadWorks Application Server cluster. This feature introduces a new event package that provides a mechanism for the agent device to synchronize with the status of call centers that the agent is assigned and has joined. This allows the agent to get a visual indicator of the call center status and modify the call handling behavior accordingly. This feature allows call center administrators to set yellow and red ranges in dashboards to indicate when key statistics are outside of acceptable ranges.

This feature provides an option to play the estimated wait message (EWM) periodically at a specified interval. The estimated wait time or queue position is recalculated before playback. The updated EWM is played before or after the comfort message if they conflict; however, it does not interrupt/replace the comfort message.

This feature is applied to all call center types (Basic, Standard, and Premium).

Removes the held calls from the Agent Call Summary pie chart in the Agent Utilization Report. Held calls are a subset of the other call types and should not be in the pie chart.

Enables business groups to set up a basic Call Center with incoming calls received by a single phone number distributed among a group of users, or agents. The following functionality is supported:

A variety of statistics are provided to monitor the performance of Call Centers, such as Average Number Agents Busy and Average Hold Time Before Call Loss . Statistics are also provided to track individual agent performance, such as Average Time Agent Spends on Calls and Amo unt of Time Each Agent Logged On and Idle . A statistics report is generated at the end of each day and sent to one or two email addresses.

Option to append Caller ID prefix for calls distributed by Call Center service, thereby enabling Call Center agents to distinguish from direct incoming calls, for example, “Support – John Smith”.

Enables the Priority Alert/Ringing service (listed above) to be assigned to a Call Center, rather than assign the service to each agent individually.

The following new call distribution policy is available for Call Centers:

Weighted Call Distribution – enables calls to be distributed to agents according to a pre-defined weighting. Each agent is assigned a weight corresponding to the percentage of incoming calls they should receive. This feature verifies the support of existing functionalities of the Hosted Thin Call Center client in the Edge browser on the Windows 10 operating system (OS). This feature enhances Client Application Protocol-C (CAP-C) Attendant Console clients (for example, Receptionist) by allowing them to monitor the Call Forwarding Always (CFA) feature status of other users.

This feature is designed to forward the hunt group call to a different number instead of the no answer number, if all devices are unreachable.

In addition, it triggers a busy condition if all the agents are busy except for the unreachable agents. This is a configurable behavior. This activity is part of the feature that implements enhanced capabilities for the Cisco BroadWorks Call Center solution. This part implements the enhancement to the Calling Line ID (CLID) security configuration, by which the Application Server is modified to restrict access to modification of the group and user CLID numbers on the web portal by non-system or provisioning administrators. AS, XS Enables group administrators to intercept calls routed to a non-working internal line with informative announcements and alternate routing options. The service can be assigned to an individual user’s phone number (for example, when they have left the company) or it can be assigned to all the members of the group. AS, XS This activity ensures that the Call Manager is fully supported with Microsoft Outlook 2010 64 bit and that it is compatible with the 32-bit version of Microsoft Outlook. AS, XS The new combined Call Manager/Attendant Console client supports all existing Call Manager and Attendant Console functionality, without changing the current look and feel of Call Manager. The client is being rewritten as an Adobe Flash application. AS, XS The purpose of this feature is to enhance the CommPilot Call Manager user interface by applying a new skin to the standard skin components from Adobe Flex without any layout changes. AS, XS Enables a user to hold a call and to retrieve it from another station within the group. To park a call, a user presses the flash hook and dials the call park feature access code. The call is parked and the caller is held. To retrieve the call, the user goes to any phone in the group and dials the call retrieve feature access code, followed by the user’s extension. The call is retrieved and connected to the retrieving user. This feature changes the behavior of automatic Call Park Recall to be more consistent with the other features that go with recall, that is, Call Transfer Recall and Automatic Hold/Retrieve Recall. This feature allows front-office personnel to distinguish between a reverted call and a new call. It also provides additional routing and call handling options to improve front-office efficiency when the receptionist is unavailable or busy. For example, a call can now be reverted to alternative users instead of to the parking user. Finally, a notification is added to inform the user when a call is parked against their extension. AS, XS Enables a user to answer any ringing line within their pick-up group. A pick-up group is a group administrator-defined set of users within the group, to which the Call Pickup feature applies. To pick up a ringing call, a user dials the Call Pickup feature access code. The user is then connected to the caller. If more than one line in the pick-up group is ringing, the call that has been ringing the longest is answered. Users can also execute Call Pickup via a web interface. This feature allows a call center agent to join and unjoin BroadWorks Call Center instances using feature access codes (FAC). This is particularly important in cases where call center agents are receiving calls on mobile phone and have no access to the Call Center Agent client. This feature enhances the Call Pickup and Directed Call Pickup functionality on the Execution Server. It brings to the Execution Server the Call Pickup enhancements already offered on the Application Server.

This enhancement introduces a new Call Recording user service, which provides a Session Initiation Protocol (SIP)-based interface toward Third Party Call Recording (3PCR) platforms.

The Call Recording solution feature applies to the Hosted Private Branch Exchange (PBX) and Business Connectivity applications, and the Call Center solution, in particular.

Supporting a hosted Call Recording solution, allows service providers to:

It is important to note that Cisco BroadWorks does not provide media storage or management of the archived recordings; it streams media to a 3PCR platform. This feature enhances the interface between the Cisco BroadWorks Application Server and SIP endpoint devices, which allows users to initiate and control their call recording sessions from their IP phones. This feature enhances the Call Recording service to provide end-user notifications to notify end users when the call is being recorded. Three new end-user notifications are introduced by this feature.

This service introduces an enhancement to the existing Call Recording user service by providing the capability to record video in addition to audio. It interfaces with the Third Party Call Recording platform (3PCR) using SIP to support audio and video recordings in both single and dual modes. It also interfaces with the Cisco BroadWorks Media Server to enable the streaming of media to the users and the 3PCR platform.

This feature enables support for the recording of three-way and n-way video conferences in both single and dual modes.

This feature enhances the existing Call Recording service by adding the capability to record both the voice mail messages and the caller’s interactions with the Voice Messaging system while callers are leaving messages in the user’s mailbox. This feature enhances the existing Call Recording service by capturing additional data specific for recordings involving a call center or route point. This new data allows customers to identify and listen to recordings that are from a particular campaign or support line.

This feature enhances the Call Recording service to enable a user to start, stop, pause, and resume call recordings. The availability of the new functionality is determined by the recording mode.

This feature introduces two new recording modes:

This enhancement introduces a new Call Recording button on the Receptionist and Call Center (Agent and Supervisor) “Thin Clients” to enable on-demand recording of calls.

This feature resolves cases where a Business Telephony user can be misled by the Calling Line ID (CLID) displayed on the terminating phone, specifically after a call is transferred.

In these cases, the terminating user sees the CLID of the user that transferred the call, not the transferred party. The originating user only sees the initial number dialed even if the call has been transferred to a different user on the terminating end.

This enhancement allows the terminating or originating calls to be updated with the new connected user’s identity when the remote connected party has changed (for example, from a call being transferred from one party to another).

This feature uses the SIP UPDATE (RFC 5876) or Re-INVITE request with a P-Asserted-Identity (PAI)/Remote-Party-ID (RPID) to update the session dialog with the new connected user identity when the remote connected party changes. AS, XS Provides the name and number of the group (or company) for outgoing calls from users in the group, rather than providing the user’s own name and number. The group number can be defined on a per-user basis, which is often appropriate for multi-location groups. This feature provides the ability to control Calling Line ID Blocking (CLIB) for emergency calls. This behavior can be controlled by setting a system parameter.

This feature provides the support for multiple Calling Line Identities to comply with the rules defined in 3GPP TS 29.163.

The TS 29.163 specification defines the interworking between SIP and ISUP for PSTN gateway, or MGCF. In ISUP, the asserted number is populated into the Calling Party Number (CgPN) parameter and the presentation number as an Additional Calling Party Number (ACgPN) is populated into the Generic Number (GN) parameter. Conversely, in SIP, the asserted identity is populated into the P-Asserted-Identity (PAI) header and the presentation identity is populated into the From header. This feature implements the standards-based Multiple Calling Line Identity Model. It is applicable in both standalone and IMS configurations of the Application Server. AS, XS Enables administrators to prevent specified users from forwarding or transferring calls to certain types of numbers, such as long distance, toll, or premium numbers. This capability is especially useful for preventing fraudulent calling, such as company employees calling their office number at night or on the weekend to make personal calls to international destinations. Calling plans are configured via the CommPilot group web interface. If a profile has not been configured for a particular user, the default set of incoming call privileges for the department or group is applied. AS, XS Enables administrators to block specified incoming calls to their company, department, and/or individual users. For example, some users can be prevented from receiving calls from outside the company, or collect calls. The Incoming Calling Plan is configured via the CommPilot group web interface. In addition to being able to configure which types of calls each user is restricted from receiving (for example, intra-group), group administrators can regulate incoming calling by restricting specific digit patterns. For example, users can be prevented from receiving calls from a competitor’s number or a particular area code or country code. If a profile has not been configured for a particular user, the default set of incoming call privileges for the department or group is applied. AS, XS Enables administrators to block users from making certain types of outgoing calls, such as long distance, toll, or premium. The Outgoing Calling Plan is configured via the CommPilot group web interface. In addition to being able to configure which types of calls each user is restricted from making, group administrators can regulate outgoing calling by restricting specific digit patterns. For example, users can be prevented from calling a competitor’s number or a particular area code or country code. If a profile has not been configured for a particular user, the default set of outgoing call privileges for the department or group is applied.

Enhanced version of the basic Outgoing Calling Plan provides administrators with a greater degree of control over outgoing calls made from within their group. In addition to “blocking” or “allowing” given call types and digit strings, administrators have the following options for configuring the outgoing calling profile of their group, department, and individual users:

Authorization Codes – selected users can be prompted for an authorization code to allow specified call types or digit strings. Administrators can pre-configure one or multiple authorization codes to be entered by users. Use of this feature within the Enhanced Outgoing Calling Plan takes precedence over the standalone Authorization Code service.

Sustained Authorization Codes – users have the option to enter a sustained authorization code to unlock calling from their phone. When the feature is enabled, users cannot be prompted for an authorization code every time they make a call that requires an authorization code, as defined by the Enhanced Outgoing Calling Plan. Separate feature access codes are used to turn this feature on and off.

Call Transfer – specified outgoing call types and digit strings can be automatically transferred to one of up to three transfer destinations that administrators can pre-configure. For example, international calls made from a conference room can be transferred to a company operator who validates the user’s identity and their purpose for making an international call. Attendant Console CAP clients can monitor another user’s status and profile (or the user’s own). When a monitored user’s situation changes, the monitoring client receives callUpdate , sessionUpdate , and/or profileUpdate CAP messages. A new monitoredUserId field is added to these messages so that CAP clients can correlate the message with the correct monitored user. AS, XS Enables administrators to specify a Charge Number that is recorded for selected users. When assigned, the charge number is included in the call detail records (CDRs) generated for the user’s originating calls and included in the SIP INVITEs of the calls originated by the user. For call originations, the Application Server populates the calling number as the user’s phone number as usual, and includes the new charge number configured for the user’s Charge Number service in the outgoing invitation.

Residential Services: The Communication Barring services enables restriction, for specified users, of originated or redirected calls that match specific criteria.

This feature adds support for Communication Barring – Fixed (CBF) service. This service uses the concepts of network class of service (NCOS) and barring profile. A NCOS allows for mapping a subscriber to an active barring profile. A barring profile specifies the barring criteria and actions.

The Communication Barring – Fixed service is invoked when a call is explicitly or implicitly originated by the end user, specifically:

Upon call origination, the service analyzes the call and compares it against the communication barring profile associated with the user’s NCOS. If the call is allowed, it is processed as usual. If the call matches any of the criteria defined by the service, it is treated according to the proper option such as block, send to treatment, allow timed, and so on.

It is important to note that the Communication Barring – Fixed service cannot be activated or deactivated under the control of the end user. This feature enhances the Communication Barring service to enable the system to apply a Network Class of Service (NCOS) dynamically to originating calls. Cisco BroadWorks can prompt the originating user for a code, and then select and apply an NCOS based on the code entered. This feature introduces a call processing policy for a Cisco BroadWorks subscriber that detects concurrent alerting requests from a calling/called party address pair to prevent looping errors. AS, XS Enables the group administrator to configure each of the displayed user names and calling numbers. This information is visible to users in their profiles as read only. AS, XS Option to select whether configurable calling line ID should be used for regular (non-emergency) calls, emergency calls, all calls, or no calls. AS, XS Provides the ability to map directory numbers (DNs) within a group to unique extensions. The extensions can be of any length (two to six digits) as defined by the group administrator and dialed via a web interface or by phone. All extensions within a group must be of the same length.

Provides each group administrator with the option to specify the feature access codes (also known as star codes) associated with their services (for example, Last Number Redial, Call Return) via the CommPilot group web portal. Users can see, but not edit, the feature access code associated with each service at any time by referencing their CommPilot personal web portal.

Group administrators have the option configure two different feature access codes for the same service. For example, *69 and #81 could both be used to enable Call Return. AS, XS Enables each business group to define up to two different prefixes to precede their feature access codes. Each prefix can include one to two characters, with the default being a single star (*).

This feature adds the ability to make the Hunt Group calling line ID (CLID) changes made by the system level to be optional at the Hunt Group level. Prior to this service, a system-wide CLI parameter determines if the Hunt Group’s name is included in the CLID.

When a call is placed to a Hunt Group, the Hunt Group’s name can be added to the CLID.

This activity adds new CLID controls to the Hunt Group. The Hunt Group administrator has the option to continue using the system level CLID settings or override the system settings and specify the CLID settings for the Hunt Group.

The first new setting, “Use the system default CLID configuration”, if selected, specifies that the Hunt Group continues to use the current system CLID configuration.

The second new setting, “Customize the CLID for this Hunt Group” if selected, specifies that the Hunt Group CLID setting is based on the sub setting “Include the Hunt Group name in the CLID”. If the sub setting is selected, then the Hunt Group’s name is included in the CLID. If not selected, then no CLID modifications are made and the CLID looks like a direct call to the agent.

NOTE : The “Customize the CLID for this Hunt Group” setting affects Hunt Group calls but does not affect Call Center calls. This feature is an addition to the Charge Number service. This feature enhances the Charge Number service by adding a new configuration option to control the URI scheme (SIP or tel) to use when sending the P-Charge-Info header. AS, XS A default time zone is specified for each business group. The respective time zone is used for all services requiring date/time stamps, such as Voice Messaging, Auto Attendant, and Selective Call Forwarding. Users have the option of individually changing their own effective time zone in cases where it differs from the group’s default. In many European markets, telephony service providers need the capability to receive the connected identity from a Private Branch Exchange (PBX) and to send that identity to the remote party. The Application Server has several configuration options that can enable this capability for the calling identity, that is, the Application Server can receive the calling identity from the originating party on the PBX and relay it to the terminating party. This feature enhances the Application Server to apply the same configuration options to the connected identity. This feature enhances the Cisco BroadWorks call capabilities by enabling a remote application to dynamically control the audio and/or video that is played when the Cisco BroadWorks user with the Music On Hold service assigned puts a call on hold.

This feature allows signing of web applications using a custom certificate. To get access to the signing functionality, the CLI provides a level under the web application specific level. This level appears if and only if the web application contains Java Application Resource (jar) files that can be signed. The name of this level is called Certificate and it is used to perform the following operations:

Get the current file signature type, “BroadSoft” or “Custom”. By default it is assumed that all required components are signed with the “BroadSoft” certificate. Front Office: Allows a Receptionist user to create and access custom contact directories that represent a subset of the enterprise/group list. Front Office: Allows a Receptionist user to create and access custom contact directories that represent a subset of the enterprise/group list. AS, XS Enables a group to specify custom audio media files such as music or corporate greetings for ringback tones versus a standard system ring tone. Administrators can specify multiple profiles where each profile is associated with a set of incoming call criteria (that is, phone numbers, time of day, and so on) and a custom media file. If criteria are not met, then the system ringback is provided. AS, XS Enables a group to specify custom audio and video media files for ringback tones versus a standard system ring tone. Administrators can specify multiple profiles where each profile is associated with a set of incoming call criteria (that is, phone numbers, time of day, and so on) and a custom media (audio and video) file. If criteria are not met, then the network/standard ringback tone file is provided. If the caller does not have a video client or video phone, only the audio media file is played. This feature enhances the Calling Line ID (CLID) capabilities by permitting an administrator to provision a CLID number and/or CLID name for a department within a group and enable the CLID name and/or number for each user in that department.

Provides group administrators with the option of establishing an additional department layer of administration (for example, Sales, Engineering) to which users would be associated. This capability is especially useful for larger enterprises that want to distribute responsibilities for day-to-day administration. Group administrators have the option of establishing default calling plans (incoming, outgoing) for each department. In addition, name dialing within an Auto Attendant can be restricted to the users within a department.

Department administrators can be created to manage the following tasks within their respective departments:

Configure the following group services, if they have been assigned to the department: Call Centers, Hunt Groups, Account Codes, Authorization Codes, Series Completion, and Call Pick-Up AS, XS Music On Hold audio source can be configured at the department level. If an audio source has not been specified for the department, the group-defined audio source is used by default.

Clients: Deployment Studio is a tool that performs customizations of several Cisco BroadWorks client applications. This feature enhances Deployment Studio to:

In addition to the pre-bundled language support, the Deployment Studio Image for the supporting client application provides a custom language choice from a list of modern world languages where the network administrator must provide their own translations. This feature introduces a new call processing policy, Dialable Caller ID (DCLID), on the Application Server and a new translation policy, Reverse Translation, on the Network Server. AS, XS Enables a user to hold a call against a specific extension and to retrieve it from another station within the group. To park a call, a user presses the flash hook and dials the directed call park feature access code followed by the extension to park against. The call is parked and the caller hears silence. To retrieve the call, the user goes to any other phone in the group and dials the call retrieve feature access code, followed by the extension to which the call was parked. The call is retrieved and connected to the retrieving user. Display Call Forwarding Always Monitoring Status in User Status Information in Receptionist 14.sp4 Front Office: Extends the states of monitored users by showing the Call Forwarding Always service state for a monitored contact. Advanced Core Services: This feature is an enhancement to the Busy Lamp Field service, allowing the external device (the device with the busy lamp field) to show whether the monitored user is busy on an incoming call (recipient) or on an outgoing call (initiator). The purpose of this feature is to enable Cisco BroadWorks to support the Explicit Call Transfer (ECT) feature through the inter-working between the IP Multimedia Subsystem (IMS) and the Public Switched Telephone Network (PSTN)/Public Land Mobile Network (PLMN). AS, XS Enables enterprises to play live audio to held parties directly from an external audio source that is controlled by the enterprise and is typically located on their premises. The external audio source is comprised of a gateway with an analog audio line-in jack. A radio, CD player, or any other audio device connects into the audio line-in jack. Music from an external audio source can be used for calls that are put on hold by Call Waiting, Call Hold, or Call Park, but not calls waiting on a Call Center queue.

This feature introduces a new Find-me/Follow-me (FMFM) service, which allows for the dispatching of incoming calls across multiple family devices.

For a given FMFM group, it is possible to create an Alerting policy that combines Sequential and Simultaneous Ringing. The FMFM Alerting policy can be applied to members of the family (that is, Cisco BroadWorks group members) and addresses (that is, phone numbers, extensions, and Session Initiation Protocol [SIP] Uniform Resource Identifiers [URIs]).

This feature also adds the ability for members of the FMFM group to perform a Call Push to send a call back to the FMFM group so that another member of the group can answer the call. This feature allows to configure a default user calling line ID (CLID) number at the group level, which can be overridden by the user’s actual CLID phone number at the user level. This feature introduces a new Group Night Forwarding service. This service redirects all calls to the user when the feature is activated by an administrator or by defined and set time criteria.

This feature modifies the Execution Server (XS) Telephony Application Server (TAS) to support the Group Night Forwarding feature that is already supported on the Application Server (AS) Telephony Application Server. This feature is introduced on the Execution Server with functional parity with Release 20.0 of the Application Server. For more information on the functionality, see the corresponding Application Server Feature Description (FD), which is the Group Night Forwarding Feature Description .

For more information, see the Cisco BroadWorks Service Guide , Cisco BroadWorks Service Interaction Guide , and Cisco BroadWorks XS Mode ISC Interface Specification .

A new type of service, the Group Paging service, is introduced as part of this feature. The Group Paging service allows the administrator to configure the DN and targets/recipients as well as the originators to be a part of the service. The Group Paging service alerts all targets and connects them into a multi-way conference with the originator when the group paging DN is dialed.

Instances of the Group Paging service are included in the organization directory based on the privacy settings. The paging group is also available for extension dialing based on the Auto Attendant Extension Dialing Privacy option settings. Enables group administrators to generate reports on the resources used in their group and, if applicable, in each of their departments. Information includes phone numbers, devices, services, users, and departments. The reports are generated on a web page in the comma-separated value (CSV) format, so they can be easily imported into a spreadsheet for sorting and archiving. In a network with high latency, reconnecting both sides of a call following a hunt group agent answer is not efficient, mostly due to the SDP renegotiation between the agent and the caller. This feature optimizes the hunt group agent answer call flow to account for such high latency networks. When the agent answers, the agent is sent a SIP re-INVITE containing the initial SDP offer from the originator’s INVITE to the hunt group. This allows the agent to be connected to the originator without having to renegotiate SDP.

Allows users within a group to be included in a specified sub-group to handle incoming calls received by an assigned Hunt Group’s phone number. Group administrators can choose from any of the following “hunt” schemes, each of which rings the specified phones in a different manner:

Circular – sends calls in a fixed order. The call is sent to the first available person on the list, beginning where the last call left off

Regular – sends calls to users in the order listed by an administrator. Incoming calls go to the first available person on the list, always starting with the first person on the list

Uniform – as a call is completed, the user moves to the bottom of the call queue in a shuffling fashion. The next incoming call goes to the user who has been idle the longest. If a user receives a call that was not directed to them through the Hunt Group, the call is not included in the receiving order for uniform calls

Group administrators can also establish a No Answer Policy to redirect calls to the next agent if not answered in a specific number of rings by the previous agent. If all idle phones have been visited once without answer, there are two options for handling the call: forward call to an external number, or give the call a Temporarily Unavailable treatment, which can trigger a service such as voice mail. This feature adds a new Hunt Group policy to enable the group to be busy. The feature also provides control over this policy from all agents in the hunt group via feature access codes (FACs). This feature adds a new Hunt Group policy to enable the group to be busy. The feature also provides control over this policy from all agents in the hunt group via feature access codes (FACs).

Option to append caller ID prefix for calls distributed by the Hunt Group service, thereby enabling users to distinguish from direct incoming calls, for example, “Support – John Smith”.

The following services can be assigned to Hunt Groups:

SMDI Message Desk – send redirecting information for calls received by the Hunt Group to legacy voice mail system over an analog SMDI interface. This information (calling number, called number, redirection information) can be used by the voice mail system to redirect the calling party to the user’s mailbox and provide the correct greeting

Weighted Call Distribution – enables calls to be distributed to agents according to a pre-defined weighting. Each agent is assigned a weight corresponding to the percentage of incoming calls they should receive

Enables a user to call a number that provides a group of members with an instant conference bridge. When the user dials the specific group call number, the system alerts all members in the group and, as the members answer, they are joined into a multi-way conference. If the originating user uses the Push To Talk feature, then the attributes of the Push To Talk feature are used (one-way or two-way broadcast, auto-answer, access control list). This use of Push To Talk added to Instant Group Call equates to “group intercom” functionality. The Push To Talk or forced-off-hook functionality is engaged are when a member receives a Push To Talk group call.

An administrator defines a virtual group composed of a list of member users. These members can be part of the same group or enterprise (specified by user name, extension or location code + extension) or can be external users (specified by a phone number or SIP URI).

A new option is offered to route outbound calls made by intercepted users to a configurable customer care number after the intercept announcement is played.

A new option is offered to allow certain types of inbound calls to intercepted users (for example, Public Safety Answering Point [PSAP] call back or customer care), as specified by a carrier-defined list of numbers. Intercept is a network feature controlled by the operator to restrict certain incoming and outgoing calls, usually in the context of nonpayment. For mobility carriers, the enforcement of the mobility intercept is performed in the mobile network and is independent from the fixed intercept. This feature allows these two intercepts to be managed independently. AS, XS Enables users to access an intercom paging system by dialing an extension within the group. The paging system is simply configured as a user and interconnected via a standard two-wire interface. AS, XS Enables a user to make and receive multiple calls simultaneously on their different shared call appearance (SCA) locations. This feature provides improved support for the manager/administrative assistant scenario by presenting incoming calls to all locations, regardless of ongoing call activity. Also, enables all end-point locations to originate a call even if another location is busy. This feature is an overlay to the Shared Call Appearance feature. AS, XS Enables group administrators to upload an audio file (.wav file containing music, advertising, and so on) onto the system to be broadcast to held parties. This service can be used in conjunction with the following services: Call Centers, Call Hold, and Call Park.

Business Telephony: This feature enhances the existing Music On Hold (Moth) service and Call Center Music On Hold service to allow supporting different audio sources and audio codecs for internal (intra-group or intra-enterprise) calls and external calls.

The objective of this enhancement is to better manage the quality of service (QoS) and bandwidth used to provide Music On Hold to internal and external users. This is accomplished by:

Allowing the system administrator to select the alternate media source and preferred codec to play back the Music On Hold service.

Optionally, allowing the group administrator to select an alternate media source and codec for internal calls to play back the Music On Hold service.

Music On Hold audio source can be configured at the department level. If an audio source has not been specified for the department, the group-defined audio source is used by default.

Enables users to enable/disable Music On Hold on a per-call or persistent basis by either using the respective feature access code or their web portal. This service is especially useful for users are participating in a conference call. AS, XS Enhances the Music/Video On Hold service to add a configurable time interval that must elapse on a held call before the system plays music or video to a caller. This can prevent the service from triggering in common call transfer scenarios. This feature implements the Route Point group service that allows external systems to easily integrate with Cisco BroadWorks to provide enhanced Call Center functionality.

New group feature that allows for unidirectional paging to a defined group of users by dialing a group paging directory number or extension. Configuration of this feature is done by a group administrator or one higher access credentials.

When an authorized user dials a group paging directory number or extension, all of the “targets” (those users who should receive the page) ring. Upon answering, the targets are placed in a multi-way conference.

This feature also permits the provisioning of “nested paging groups”. A paging group can be defined as a target within another paging group. As an example, Paging Group A can contain Paging Group B and Paging Group C as a nested paging group. Dialing Paging Group A also rings all targets defined in Paging Group B and Paging Group C. It is important to note that nesting is limited to a single level. As an example, Paging Group B (listed above) cannot contain Paging Group D as a nested paging group. A maximum of 294 targets can be defined in a paging group (total single targets and nested group targets).

This feature provides an enhancement to the Cisco BroadWorks call screening services called Outgoing Pinhole Digit Plan (OPDP). This enhancement allows an administrator to provision digit patterns and associated screening actions, which the system applies before the Outgoing Calling Plan (OCP) and Outgoing Digit Plan (ODP) screening services. When a pinhole digit pattern is matched, the system allows a call that might otherwise be blocked by the Outgoing Calling Plan or Outgoing Digit Plan services.

Additionally, this feature enhances the syntax used in the Incoming Digit Plan and Outgoing Digit Plan services to allow digit ranges.

This activity ensures that the Call Center (Agent and Supervisor) and Receptionist hosted thin client applications are fully supported with Microsoft Outlook 2010 64 bit.

The activity also ensures these hosted thin client applications are compatible with the 32-bit version of Microsoft Outlook.

Hosted Thin Call Center and Hosted Thin Receptionist applications are fully functional with the 32-bit and 64-bit Microsoft Outlook 2016.

Business Telephony: This feature enhances Cisco BroadWorks support for Outside Access Codes (OAC) by introducing a Dial Plan policy. Prior to the implementation of this feature, the system processed Outside Access Codes through the Digit Collection policy on the Application Server and the Voice Virtual Private Network (VPN) policy on the Network Server. The two policies were not integrated, which led to inconsistent OAC handling in certain types of call originations.

The Dial Plan policy is implemented on the Application Server and replaces the Digit Collection policy. The Dial Plan policy addresses the limitations described above by ensuring that OACs are processed consistently regardless of the origination method (client or device) or Media Gateway Control Protocol (MGCP) or SIP.

The Application Server Dial Plan policy provides a complete OAC function, enabling the application of the Outgoing Calling Plan/Outgoing Digit Plan to be transparent with the OAC.

The Network Server Voice VPN policy remains unchanged and can still be used as an overlay to the Application Server Dial Plan policy when more complex dial plan configuration is required for an enterprise. This feature enables the Hosted Thin Call Center and Hosted Thin Receptionist applications to support the display of a Privacy Policy link on the application Sign In page and in the About tab on the Settings page, which when clicked, displays the Privacy Policy statement in a newly launched window.

This set of features covers BroadWorks Receptionist, herein referred to as Receptionist. This document catalogs the new features and enhancements included in the operator console. The following is a list of the main features introduced: This set of features covers BroadWorks Receptionist. The following is an overview of the main Receptionist functionalities introduced by this feature: Citrix support, Camped call party identification, and Date stamp for call history. Front Office: Makes the Call Control and Call Options button size configurable (and smaller) at the end-user level from within the Receptionist application interface. This feature allows more room on the interface for elements such as the Contact directory. Front Office: Allows the end user to change the color of the Busy Lamp Field (BLF) status icons in the Receptionist contact directory. Today, these icons are preset. This feature provides the ability to alter these on a per-user basis or by the service provider prior to mass deployment. This feature also caters to the introduction of a privacy icon and the ability to configure the color of these in line with the existing status icons. Front Office: This feature provides more space for Receptionist Enterprise users to view the switchboard and Call Center queue panels simultaneously by allowing users to hide the panel for Company Profile and Company Notes. Front Office: Allows service providers and systems integrators to remove icons and therefore the corresponding functionality from the Receptionist Call Options and Call Control interface panel prior to deployment. This functionality enables the service provider to hide specific functionality from the end user due to service restrictions or specific target market requirements.

Front Office: Provides four main areas of functionality that improve the workflow so that a user can now answer a call with the space key, type the destination number, and press the Enter key to transfer the call.

The ability to now accept calls with the space key. The Function keys from F1 to F10 answer the call for each respective switchboard line where F1 corresponds to the first line in the switchboard; F2 corresponds to line 2 on the switchboard and so on.

The ability to use the space key as a toggle to answer the next incoming call in subsequent instances when the user presses the space key.

A better customization workflow and process within Deployment Studio results in a more intuitive, dynamic selection system to make the customization process easier and simpler. Changes the original BroadWorks Receptionist to become BroadWorks Receptionist - Enterprise and introduces smaller scale Receptionist clients targeted at the small and medium enterprise market. Front Office: Automatically links the last incoming call with the next outgoing call when two calls are present on the Receptionist switchboard. This feature is an enhancement of an existing feature that provided the same functionality but only automatically linked the first outgoing call. This enhancement links consecutive outgoing calls if the first outgoing call is not successful. Front Office: Allows users to delete all their call history information including dialed, received, and missed calls whenever they leave their station to go on break, lunch, log in or log out, or leave for the day. This feature is intended to comply with German law and improve employee security. This enhancement provides a solution to help improve the experience of the Receptionist users by providing visual indicators for reverted/recalled calls. The purpose of this feature is to allow the user to initiate calls from call history logs (dialed, received, and missed) in the Receptionist client application.

This feature adds the ability for a Receptionist user to delete the call logs and prevent them from being displayed on the client interface. Deleting entries removes the call logs from the client as well as the server. End users can select clear call logs in the following manner: This feature provides an enhancement to the keyword search filter in the Receptionist client to add a Starts With operator for queries. It is applicable to all directories in the Directory panel. Front Office: Allows configuration of the font size, font type, and the font color of all main interface components within the Receptionist interface. The extent of this configuration broadly incorporates the login UN and PW labels, contact directory headers, text buttons, icon labels, and panel headers. This does not include the Options dialog. Front Office: Allows Receptionist to indicate when a call is transferred to the Receptionist. Today, the name and number of the transferring party as well as the transferred call is displayed to the Receptionist user. This functionality is called “last redirected” support. This feature clearly indicates transferred calls. The interface displays the text “transferred” in the Switchboard Status column for transferred calls. Front Office: Provides the configuration of the client for Lightweight Directory Access Protocol (LDAP) directories at a user level within the Receptionist application through the Options dialog as provided through Call Center client. Front Office: Allows access to the local PC Outlook directory from within the Receptionist Interface from the Contact Directory panel in the interface. This feature verifies the support of existing functionalities of the Hosted Thin Receptionist client in the Edge browser on the Windows 10 operating system (OS). This feature verifies the support of existing functionalities of the Hosted Thin Receptionist client on Exchange 2013 and Office 365 for calendar integration.

This feature enhances the note-taking capability of the Hosted Thin Receptionist client by allowing the user to sort and search their contacts based on notes the user made about the contacts.

In addition, this feature stores the notes on the server allowing the user to access their notes from any computer or mobile device when they log in to Receptionist.

This feature adds a new web application to allow the retrieval of custom media files via the Xtended Services Platform (Xsp). Currently, administrators and users have no way to retrieve the custom media files that have been uploaded to the Announcement Repository; however, sometimes this is necessary, for example, when migrating users from one system to another.

The CommPilot web application is modified to allow administrators and users retrieve custom media files from the Announcement Repository directly from the CommPilot web pages.

This feature enhances the Cisco BroadWorks SIP interface to provide better compliance with RFC3264 Hold . It adds transparency in the way the hold SDP is proxied by the Application Server. When configured to use RFC3264 Hold Normalization , the hold SDP is now proxied by the Application Server without applying any hold normalization.

This feature enhances the Cisco BroadWorks hold announcement interaction with the external hold party announcement. If the Application Server provides an announcement to the held party (for example, Music On Hold), then the answer SDP received from the held party must be modified to ensure that media streaming from the holding party is disabled, specifically when the held party provides a recvonly media stream. This feature adds support to hold communication with the announcement scenario as defined in 3GPP TS 24.610 . The Xtended Services Interface (Xsi) can notify a remote application when activity occurs on a Route Point or an Automatic Call Distribution (ACD). This feature enhances the Xtended Services Interface by adding new event information when calls are received by a Route Point or an ACD. With these changes, a remote application now knows if a received call has previously been redirected and if a policy announcement is being played, stopped or completed. This feature allows a remote application to admit or reject calls to a route point (via the CTI interface). Call admission occurs prior to the call being queued and answered, giving the remote application control over the number of calls entering the queue. The gives remote applications the ability to screen a call before it is queued and answered by the route point.

A call to a route point or call center agent can be automatically transferred to a wrap-up destination upon a local call release.

The wrap-up destination is typically a route point queue to allow the remote application to perform subsequent actions on the call after the agent call has ended.

This feature enhances the route point capabilities by allowing a remote application to connect a caller to a media resource executing a VoiceXML script. This makes possible a more complex interaction of the caller with an Interactive Voice Response (IVR) system. Any digits provided by the caller are collected and sent to the remote application.

After the script completes or is terminated by the remote application, the call is placed back in the queue, so that the remote application can perform additional actions on the call. This feature enhances the Session Admission Control service introduced in Release 17.0. Specifically, the service is enhanced to support an allowed list. When a member of a Session Admission Control (SAC) group makes a call that matches the service provider’s allowed list, the call is allowed to complete even if the SAC group has reached full capacity. This feature allows Session Admission Control (SAC) to define a weight for audio codecs when allocating the session count based on the perceived codec negotiated. The goal is to consider the fact that some codecs consume more bandwidth than others and to reject new calls when the bandwidth limit of the network is reached due to ongoing calls. This feature allows to count calls redirected outside the subscriber level if the level is configured to count only external sessions.

The current Session Admission Control (SAC) functionality based on counting subscriber sessions does not meet the needs of customers who want to determine whether to count sessions to or from specific user network locations types such as BroadWorks Mobility, BroadWorks Anywhere, and Remote Office.

This feature enhances the SAC functionality to enable granularity in configuring whether a call to or from a network location type is counted against subscriber-level SAC limits.

This feature also prevents the system administrator from configuring an enterprise-owned phone number as the destination for BroadWorks Anywhere and Remote Office locations.

The Series Completion service can be assigned to a selected series of lines to forward calls on a busy condition. It is a form of “hunting” in which the next line in the group is tried in a prearranged order, without any limit on the number of sequential forwards.

This service is used to support key system functionality. Key systems typically ring all available lines in a specified order for incoming calls, regardless of the number dialed to reach the company. For example, when calling a technical support hotline, the user dials 1-800-555-HELP. That number attempts to ring line 1 of the company. If line 1 is busy, it attempts to ring line 2. If line 2 is busy … and so on. If all lines are busy, the call can be sent to Voice Messaging or another assigned service of the group. Similarly, if all lines or users of this company were assigned to a Series Completion group, Cisco BroadWorks would act just like a key system. This feature modifies this behavior and allows the silent monitor request to proceed even if the target user is involved in more than one call. If the target user is involved in more than one active, held , or remotely held call, then the oldest call is selected. The term “oldest” call is used to mean the first call among the candidate calls to be originated or received. Front Office: Allows all editions of Receptionist to conform to industry standards for name displays in directories by changing the sort view to “last name first”.

This feature makes logging services, similar to those available in existing Cisco BroadWorks servers, available to web applications deployed on the Xtended Services Platform (Xsp).

It provides a new internal API, similar to the existing logging APIs that web applications use to log their messages. The same input channels, categories, and output channels concepts are made available to the users of the API. This logging service is configured using the CLI.

This feature enables subscription sharing on the Cisco BroadWorks Application Server. Subscription sharing allows clients who subscribe to the same target and event package to share a user-level subscription on the server. This improves the performance and scalability of the Cisco BroadWorks Application Server and the client since fewer notifications need to be sent out from the Application Server when shared subscriptions are used, and fewer notifications need to be processed by the client.

For the client changes, only subscription sharing for Call Center thin clients that subscribe to call center queues is implemented.

This feature allows a call center or route point supervisor to coach an agent while the agent is on a call with a customer. During coaching, the agent can hear the supervisor, but the customer cannot hear the supervisor. The supervisor can navigate between the monitoring modes (silent monitoring, supervisor coaching, and barge-in).

Residential Services: Enhances Communication Barring-Fixed (CBF) service by adding call duration timer support.

Originating Call Duration Timer – In scenarios where Allow Timed or Authorization Code Timed action applies, the Application Server starts the call duration timer when the call is answered. Once the timer expires, the Application Server releases the call. Before the call is released, the Application Service checks whether the user is in a call state to receive an audio stream. If the user is in such a state, the Application Server plays the CBFMaxDurationExceeded.wav announcement to the user to indicate that the maximum allowed duration is reached.

Redirecting Call Timer – In the scenarios in which Allow Timed action applies, the Application Server starts the call duration timer when the redirected call is answered. Once the timer expires, the Application Server disconnects the call.

This feature adds an enterprise and group administrator policy that allows or disallows enterprise and group administrators to activate phone numbers.

Prior to the addition of this feature, only system, provisioning, and service provider administrators could activate or deactivate phone numbers for a service provider. Enterprise and group administrators did not have the ability to activate or deactivate the phone numbers.

The Telephone Number Activation policy settings include:

Hosted Thin Call Center and Hosted Thin Receptionist client applications publish the manual presence state changes and the free text changes of the logged-in user using RESTful API to support the Aggregated Presence 2.0 feature.

The Hosted Thin clients also support the following new automatic presence states, in addition to the existing states: “Busy-Call“, “Busy-Meeting”, ”Mobile Away”, and “Offline In-Call” regardless of whether the Aggregated Presence feature is enabled.

This feature enhances the presence capabilities of the Call Center and Receptionist applications (thin client applications) by consolidating the presence updates received from multiple Instant Messaging (IM) clients.

The main purpose of this feature is to show the unified presence of a user when they are logged in through multiple devices or applications.

This enhancement provides a Call Center supervisor with the ability to run multiple reports in parallel. An agent can only run one report at a time.

This enhancement also changes the CALL button and the TXR (Transfer) button in Call Center and Receptionist applications into split buttons with the right side of these buttons displaying menus that enable the user to dial other known destinations for a contact from the menu. AS, XS Auto Attendant can be configured to support uploading and playback of video greetings. All other functions of Auto Attendant remain the same. Call Center can be configured support uploading and playback of video to be played for greeting and queued calls. All the other functions of Call Center remain the same. AS, XS Call Intercept (user and group) can be configured to support uploading and playback of video announcements. All the other functions of Call Intercept remain the same. This feature integrates the new Cisco BroadWorks Video Server (UVS) and the Cisco BroadWorks Application Server. The Video Server is used to provide audio or audio and video conferences as part of collaboration services. It provides new bridges that allow a user to have audio and video conferences integrated into their multiuser chat sessions on the UC-One client. This feature integrates the new Cisco BroadWorks Video Server (UVS) and the Cisco BroadWorks Application Server. The Video Server is used to provide audio or audio and video conferences as part of collaboration services. It provides new bridges that allow a user to have audio and video conferences integrated into their multiuser chat sessions on the UC-One client.

The Voice Portal provides an entry point for end users to access, use, and configure the following services via any phone interface: Voice Messaging, Call Forwarding Remote Access, CommPilot Express, and Personalized Name Recording. The Voice Portal can also be used to record Auto Attendant greetings remotely. The Voice Portal can be reached from any phone. Each party uses their own configurable passcode to access their respective menu of services.

Service providers and/or group administrators can customize (or “brand”) the voice portal entry greeting heard by users who are logging into the Voice Portal. When both a service provider message and a group message are provisioned, the group message is played.

Business groups also have the option of enabling a Voice Portal wizard to run the first-time users log in to their Voice Portal. The wizard guides users through the following steps: change default passcode to a personalized passcode, and record personalized name. AS, XS Provides an optional system configuration parameter that allows users to transfer from the voice portal to another configured external phone number. This feature is useful for integration with external voice components like text-to-speech devices. This feature introduces a new extended scope to the Voice Portal service, which allows a voice portal to provide its functions for any user on the system calling into it. The new scope aims at simplifying the provisioning of voice portals and reducing the number of HSS profiles for deployments where there is a high number of groups containing a low number of users. The Out-Dialing capability, which enables calling of participants to be added to a conference, is added to the conferencing service.

Portals and Clients: This activity is the first phase of moving the deployment of the Receptionist and Call Center client applications from a desktop-based install to a server-hosted install.

These client applications are currently deployed to end users as a desktop-based installation executable. This feature moves the deployment and launch of these applications into the network by hosting them within the system and moving them to a software package as a service (SaaS) model.

Additionally, this activity introduces the concept of localization/ customization bundles. These bundles can be associated with a service provider/group within Cisco BroadWorks, and applied to clients when launched by users within the subscriber hierarchy.

In this new model, the application is not installed on the user’s desktop. Rather, the application is downloaded on demand from the server and then executed locally on a PC.

The SaaS model offers customers many benefits such as:

This is the second and final phase in the evolution of the Cisco BroadWorks solutions-based client applications from a desktop-based architecture to hosted Software as a Service (SaaS) architecture. The BroadWorks Receptionist and Call Center Agent/Supervisor clients are considered solution-based clients in the Cisco BroadWorks client application product suite.

Stranded Call Notification – During agent sign-out, this activity introduces the ability for the Call Center Thin client to query if the agent is the last agent staffing the queues (to which the agent is assigned). If the agent is not the last agent for the queues assigned to the agent, then the agent is successfully signed out. If the agent is the last staffed agent in a queue, the Call Center Thin client displays a pop-up notification to the agent, which shows all the queues where the agent is the last agent. The agent is given the option to follow through with the signing out or remain available to answer calls.

Escalate Silent Monitor into Barge-in – This activity introduces the ability for the supervisor to barge into a session that the agent is silently monitoring.

The supervisor already has ability to listen into calls that are handled by the agents that the supervisor is monitoring. By giving the supervisor the ability to interrupt the session via barging-in, the supervisor can intervene when necessary. The supervisor must be assigned the Directed Call Pick Up with Barge-in service and the Call Center Monitoring service.

Determine Night Service Policy Manual Override – This activity introduces the ability to notify clients when the call center’s night policy schedule has been manually overridden.

The Call Center client already subscribes for call center configuration events, which indicate the active or inactive status of the services, such as the night service. With the introduction of this activity, a new indication is provided in the notification to reflect when the night service policy is activated due to manual intervention.

These indications are sent out during the initial subscription notification, as well as anytime there is a configuration change to the night service policy schedule or if there is a transition across a schedule boundary.

Call Center – Agent and Supervisor thin client applications are enhanced to provide a Web Pop URL available all the time, on all the calls. This feature enhances Cisco BroadWorks to synchronize, store, and map the Cisco UUID into the BroadWorks infrastructure such that it can be used in various interactions with Webex and Webex for BroadWorks services. AS, XS The Call Settings WebView application allows users to view and configure their call-related settings via a WebView from the mobile, tablet, and desktop UC-One applications. AS, XS The Call Settings WebView application allows users to view and configure their call-related settings via a WebView from the mobile, tablet, and desktop UC-One applications. The Collaborate Guest client is an Xtended web application that allows a non-Cisco BroadWorks user (a guest) to participate in a multi-user chat, screen sharing, and audio/video conferencing hosted by a Cisco BroadWorks user in their My Room on the UC-One client. This feature enhances the usability of the Collaborate Guest client (also called Guest client). The Guest client’s user interface (UI) look and feel is also updated to match the UI design of the Collaborate suite of clients. This feature adds the Conference Room user service license. Conference Room is a specialized application designed for small to medium-sized meeting/huddle rooms to include physical rooms in the My Room audio, video, and content experience The Messaging Server (UMS) no longer enforces license checking for Guest Clients, effectively removing the need for consuming licenses for Guest Clients. The Video Server (UVS) is used to provide audio or audio and video conferences as part of collaboration services. This feature increases the maximum number of participants allowed in a Collaborate room session to 145 participants. This feature adds the location dialing code over Xsi, OCI-P, BroadCloud API to support extension dialing and directory search in Webex for BroadWorks deployments.

This feature adds licensing for the delivery of the Collaborate – Sharing service, which enables the sharing functionality in Business Communicator with Cisco BroadWorks. It includes the licenses as well as a conversion script to have the assignment for the users to prevent an out-of-service situation.

In addition, an extra option is included to allow the Messaging Servers (UMS) to be supported at a service provider or enterprise level. This allows a single Application Server cluster to support multiple Messaging Servers. This feature implements better bandwidth measurement to detect adverse network conditions, feedback to sharers when viewers are experiencing network difficulties, and multiple levels of transcoding to provide lower bandwidth options for clients on slower networks without the extreme impact of the bandwidth mitigation strategy. The Sharing Server (USS) adds support for authentication using Cisco BroadWorks authorization tokens against the Cisco BroadWorks Xtended Services Platform (Xsp). This feature enhances the ability of the UC-One client to identify the called party in 18x/200 response and re-INVITE/UPDATE messages. Prior to this feature, the client identified the remote party using the location code and extension retrieved from the SIP URI included in the From and P-Asserted-Identity headers. This feature provides a more reliable identifier for the client to use to resolve the remote party. The Sharing Server adds support for listening to connections on multiple ports as well as ports below 1024. Specifically, the use of standard port 443 is now supported in addition to 8443. This feature integrates the new Cisco BroadWorks Video Server (UVS) and the Cisco BroadWorks Application Server. The Video Server is used to provide audio or audio and video conferences as part of collaboration services. It provides new bridges that allow a user to have audio and video conferences integrated into their multiuser chat sessions on the UC-One client. This feature integrates the new Cisco BroadWorks Video Server (UVS) and the Cisco BroadWorks Application Server. The Video Server is used to provide audio or audio and video conferences as part of collaboration services. It provides new bridges that allow a user to have audio and video conferences integrated into their multiuser chat sessions on the UC-One client. This feature enhances Cisco BroadWorks to support the integration of the Webex mobile client in deployments where the Mobility service (mobile network and native dialer) is used to connect calls. This feature adds support for the WebP image compression format to the Sharing Server (USS), which allows Communicator clients that send images to the Sharing Server and receive images from the Sharing Server to use the WebP format. This feature introduces a mechanism that allows the Webex client to discover if a user is in a call pickup group and only displays the call pickup button in that case. AS, XS Introduces a new type of administrative account at the enterprise level, termed the “customer administrator”. The customer administrator has access only to group-management and user-management features. The customer administrator does not have access to any enterprise-level configuration, call capacity, or call processing features. Enhances business trunking by temporarily allowing a higher call capacity, specifying alternate routing rules for busy or unreachable trunk groups, and sending alerts for capacity exceeded conditions and unreachable trunks groups.

The domain portion of the Request-URI for trunk group-related terminations can optionally be overwritten using either the new peering domain or the trunk group identity.

A new syntax for the served user information is now supported. Cisco BroadWorks can now carry the served user information in the P-Served-User header. The former P-Served-User-Identity is still supported (IMS only). Enables service providers to define a maximum number of simultaneous calls that can be handled by a selected group of users who are behind premises-based equipment such as PBXs, IP PBXs, and key telephone systems (KTS). These users are referred to as trunk group users. This new framework provides better support for network connectivity services for intelligent CPE while still allowing Cisco BroadWorks services to be offered as an overlay for end users. Trunk group users are enabled for individual and group features. This feature adds a system-wide reporting capability on the Cisco BroadWorks Application Server to report the Business Trunking license unit (BTLU) utilization. This feature introduces a new call blocking action for enterprise trunk route exhaustion. This blocking action is one of the internal call blocking actions supported by the treatment’s functionality. At the system level, an administrator can configure a treatment to customize how enterprise trunk route exhaustion is handled. The feature enhances the Cisco BroadWorks Application Server to allow more granularity in the configuration of treatments for the Enterprise Trunking failure scenarios.

Allow Multiple IP-Address-Specified Paths to a Single Trunk Group

This feature enhances devices that have the static registration-capable device option to have up to five contacts configured from the one current contact. This allows a user to have multiple Internet Protocol (IP) paths, thereby improving network redundancy. Service providers can use this functionality to create multiple paths to a given user. This applies to all the usual Cisco BroadWorks users including trunk group pilot users.

The system attempts to terminate to the provisioned contacts in sequence until a successful termination occurs or the contact list is exhausted.

The following features enhance the current SIP trunking offering to allow the Network Server to select an Application Server cluster based on tgrp/context or OTG/DTG, thus allowing the SIP trunking offering to scale beyond a single Application Server pair:

Allow Network Server (NS) to Utility/Sync Trunk Group Identity Information for Terminating Call Routing/Lookup to Application Server (AS) This feature provides a new SIP trunking capability, such that the Application Server can route network-originated calls directly to a Private Branch Exchange (PBX) identified by a trunk group identifier. With this capability, the Application Server can route an inbound call without identifying a Cisco BroadWorks user from a lookup of the called number.

The Network Server is enhanced so that the hard-coded list of private policies currently being used when an enterprise is created is replaced by a configurable list stored in the database. This list consists of private policy names separated by a space character. The choice of available policies is:

By default, this list contains ExtDialing and voiceVPN. It is accessible and maintained from the command line interface (CLI) under NS_CLI/SubscriberMgmt/Enterprise/DefaultPoliciesOnSync . There are CLI commands that are used to maintain the list, for example, get is used to list the policies, add is used to add a new policy, and delete is used to delete an existing policy.

As previously mentioned, these policies are kept in a space-separated list that is saved in the database. Therefore, when a new enterprise is added, the default private policies assigned to that enterprise are retrieved from this list in the database.

This Business Trunking License Unit (BTLU) allocation model is enhanced to provide bursting BTLUs to the enterprises (in the enterprise provisioning model) or groups (in the service provider provisioning model).

If an enterprise or group has no regular BTLUs available; however, it has bursting BTLUs available, the system allows the call to proceed with the burst indicator marked in the call detail record (CDR).

Provides an option for additional layer of administration above the group layer to facilitate the management of large enterprises spanning multiple groups and sites. This enterprise layer is parallel to the service provider layer. Thus, system administrators have the option to create service providers and/or enterprises, each of which is administered separately.

Enterprise administrators can use this administrative layer to create a private dialing plan shared across multiple groups and sites, thereby enabling users to call one another using location codes and extensions instead of full phone numbers. AS, XS Advanced Core Services: Improves the ability of customers to search large numbers of service providers or enterprises (more than 1,000). AS, XS This policy enables enterprises to use PSTN gateways that are located on their own premises. Enterprises can use the policy to define which off-net calls should be sent to the PSTN through the enterprise-hosted network gateway for specified users. Thus, one application of this service would allow service providers to serve customers in service areas where the service provider does not have local PSTN connections. In this case, all off-net calls originating from users at such sites would be routed to the PSTN through an enterprise-based network gateway. This feature adds capacity management to the enterprise trunk. It also enhances the trunk group capacity management to allow the administrator to create a unidirectional trunk group. This feature adds outgoing and incoming call limits to the enterprise trunk. It also adds the ability to reserve a minimum capacity for the enterprise trunk. This is used to reserve enterprise capacity when more than one enterprise trunk is present within an enterprise.

An operator may provision a single Cisco BroadWorks user service profile to provide immediate SIP trunking connectivity, including direct inward dialing, to all users on a Private Branch Exchange (PBX).

In an IMS SIP trunking deployment, Enterprise Trunk routing policies can influence the routing path through the core network via the use of SIP caller preferences. Prior to this feature, the system could only affect the routing path by selecting the Request-URI .

In an IMS SIP trunking deployment, Cisco BroadWorks offers improved support for caller identity when the IMS network uses wildcard public user identities.

This feature provides a set of significant enhancements to Business Trunking offering. At the basic level, it offers parity with legacy Primary Rate Interface (PRI) trunking offerings while leveraging the advanced services offered by Cisco BroadWorks for sophisticated, large enterprise deployments. The enhancements to Business Trunking offering include:

More explicit trunk group identification, allowing calls to be processed over the trunk group without having to explicitly provision a user profile for each phone number provisioned behind the private branch exchange (PBX) on the other end of the trunk group.

A trunk group attribute, which overrides the calling line identity with the trunk group pilot identity for all calls originated over the trunk group.

The capability to associate a specific translation’s profile with a trunk group, allowing service provider customers to retain their existing phone numbers when moving from one geographical location to any other location within the same local access transport area (LATA). This permits a user to move geographic locations keeping their existing phone number, without requiring a change of their rate center and/or local calling area. AS, XS Enables departments to span across multiple groups within an enterprise to reflect the organizational structure. Enterprise-wide departments can be used for bulk provisioning of directories and enterprise-wide services, thereby streamlining the management of large volumes of users. Departments can be configured in a multi-level hierarchy (for example Engineering – Montreal, Engineering – Washington). AS, XS Directories can be configured to span across multiple groups within an enterprise. Users would continue to access their directories via their CommPilot web portal or Click To Dial enabled client, and administrators could continue to supplement the directory with frequently dialed numbers. The web portal also includes a search mechanism that enables users and administrators to search by name. AS, XS Multi-group enterprises have the option of creating an enterprise voice portal to enable all users within their enterprise to call into a common directory number to access their voice portal. The called voice portal automatically redirects each user to the voice portal of their business group to begin the login process. AS, XS Voice portal enhanced to enable users who were identified by their extension to also be identified by their location code plus extension for such activities as logging in to the voice portal. Messaging capabilities also enhanced to allow users to employ compose/forward/reply functions and distribution lists across multiple groups within their enterprise.

This feature extends the functionality of Route List users by allowing to automatically assign extensions to them.

Without this capability, the only way to assign extensions to a series of Route List numbers is to define trunk users for each number and assign explicit extensions to each user. AS, XS Enables enterprises to carry PSTN-destined calls on-net and drop them off through private gateways that are local to the call destination. For example, an enterprise with many locations throughout the country can carry originating calls over the service provider’s packet telephony network to the enterprise location closest to the destination, and have the call “hop-off” to the PSTN from that location. As backup, the service provider’s public routes are also identified, should an enterprise’s private routes be unavailable. This capability enables a beneficial business arrangement between a service provider and an enterprise that shares the cost of transporting and terminating PSTN-destined calls. AS, XS Enhances the validation performed on the phone number entered on the configuration page of various Cisco BroadWorks services to allow for entering feature access codes and speed codes in addition to phone numbers and extensions. For instance, this allows configuration of the Auto Attendant to go directly to a user’s voice mail by prefixing the destination number by the “Direct Voice Mail Transfer” feature access code. AS, XS Enables an administrator to force the use of an uncompressed codec on a system, service provider/enterprise, group, or user basis. For all calls to or from a user with this feature enabled, the codec is forced to G.711, and all appropriate features are disabled. This is required for some customer premises equipment where it is not possible to configure ports to use different codecs. This feature is helpful for setting up ports for fax machines or modems that require the use of a clear channel and an uncompressed codec. This feature introduces a filtering functionality for obtaining a list of groups that have a specific domain assigned to them. The Service Provider/Enterprise → Resources → Domains Modify page does not display the groups by default since the Search button has to be clicked first. The two search criteria are Group ID and Group Name . The filtering option is also introduced for getting a list of groups to migrate in the Service Pack Migration task. The group page in the Add/Modify Service Pack Migration task has the option of searching for groups or selecting all the existing groups. This feature enhances the web portal and the command line interface (CLI) to allow administrators to search for directory numbers (DNs) at the system or service provider/enterprise levels when Cisco BroadWorks manages a large number of DNs. This feature ports all Hoteling service-related features from the Application Server to the Execution Server. For the summary of the functionality associated with each ported feature, see the Hoteling Support in XS Mode Feature Description . This feature increases the maximum configurable value for unreachable destination time-out for a trunk group to pass the Microsoft Lync 2013 certification. This feature is intended to prevent a search page from pre-populating the whole list of enterprise/service provider IDs in the search criteria. This reduces loading delays on a web page. This feature also provides improved search criteria when the user wants to search for a group or user in the system by implementing filter options such as “Starts With”, “Contains”, and “Equal To”. AS, XS System providers or group administrators can enable users to dial a digit to access an outside line (for example, 9+ dialing), thereby standardizing dialing practices across a company that is using a combination of Cisco BroadWorks and a PBX. This feature enhances the physical location support by providing a way to assign a physical location directly to a trunking user. This user-assigned physical location has priority over a device-assigned physical location and applies to outgoing calls from a trunk group.

The service gains a prefix-matching capability. This new capability provides enhanced flexibility for matching route list DNs by including support for variable length numbers.

This feature introduces “schedule” at the service provider/enterprise level. Both time schedule and holiday schedule can be added to a service provider/enterprise. The events defined within the service provider/enterprise-level schedule have the same option as the system, group, and user-level schedules.

Enterprise-level schedules are listed on the group and user-level schedules list page with view-only permission.

All groups and users within an enterprise can use the enterprise-level schedules in the services. These services include BroadWorks Anywhere, Call Forwarding Selective, Call Notify, Custom Ringback, Pre-alerting Announcement, Priority Alert, Selective Call Acceptance, Selective Call Rejection, Sequential Ringing, Simultaneous Ringing Family/Personal, Auto Attendant, Call Center Routing policies, and Route Point.

The first two functionalities reduce the waiting time that occurs when unavailable trunk groups are used for routing within an Enterprise Trunk. This feature detects if a trunk group is available or unavailable by polling the pilot user of a trunk group. The polling is done to all trunk groups with a pilot user regardless of whether it belongs to an Enterprise Trunk. An unavailable trunk group is not selected for routing calls.

The third functionality is added to support terminating calls going through a trunk group. As long as a trunk group has the prefix defined and enabled and the user portion of the request URI is composed of all digits, the prefix is pre-pended to the user portion of the R-URI.

Business Telephony: Enhances Cisco BroadWorks group features allowing them to be supported across enterprise groups. Specifically, the following group features are enhanced to work across different groups within an enterprise:

This enhancement allows the Hosted Business solution to support group-based features across Cisco BroadWorks groups within the enterprise, permitting enterprises to route incoming calls through a central location to geographically distributed remote offices, and still take advantage of the group features. This feature introduces a new SIP trunking capability, in which the Application Server can relay the To header received from a Public Switched Telephone Network (PSTN) origination to the terminating Private Branch Exchange (PBX). This capability addresses Dialed Number Identification Service (DNIS) scenarios in which the original called number is carried in the To header and the Request-URI is used to route to the terminating PBX user.

This feature adds a new user service that allows an administrator to provision a trunking user with a terminating address (terminating alternate identity) that has no uniqueness restriction. As a result, the same address can be assigned to more than one user in the system.

When a call terminates to a trunking user with a provisioned terminating trunk identity, the terminating trunk identity is used to form the Request-URI and To header in the SIP request based on the trunking mode in use.

The terminating trunk identity is similar to the alternate trunk identity, but is used for terminating calls only and has precedence over the alternate trunk identity. Business Trunking: This feature provides the capability for the Trunk Group to manage call capacity not only among the users using the Trunk Group, but also among the regular hosted users. In a typical application, a device (such as a fax machine) can be configured as a hosted user. This feature allows the hosted user to share the capacity of the Trunk Group.

The sendContinuousOptionsMessage Application Server configuration parameter can enable continually sending SIP OPTIONS to determine the trunk group availability status when trunkGroupStatefulReroutingEnabled is “true”.

This feature enhances the trunk group availability functionality by allowing configuration to control which OPTIONS response status codes indicate an available trunk group. Advanced Core Services: This feature decouples the service profile for the main trunk user from the Trunk Group, allowing the main trunk user to have the same service assignment capability as any other user in the system. This feature enhances the current Trunk Group feature to increase the scalability and improve the resiliency of Cisco’s Business Connectivity offer. This feature focuses on the enhancement of out-of-dialog private branch exchange (PBX) redirection calls. Some customers treat out-of-dialog PBX redirected calls as PBX trunk group origination calls. This has implications on calling line identification (CLID).

When a PBX redirects a call back to Cisco BroadWorks using OOD PBX redirection, this functionality provides the ability to identify whether a CLID of OOD PBX redirection matches the CLID of a call terminated to the trunk group. This functionality is used to determine whether a CLID of trunking OOD PBX redirection is unscreened for trunk group pilot user identity usage policies.

This feature introduces a new system parameter to the Trunk Group service to control whether a trunking OOD PBX redirection should be counted as a trunk group origination with respect to trunk group capacity. This feature allows Cisco BroadWorks to process all non-pilot trunking users’ calls in unmapped sessions, which is known to improve performance for lines that handle a high volume of calls. This feature enhances the SIP Trunking solution by adding supplementary configuration options related to user identification and calling line identity (CLID) selection. This feature adds the support of a new user service called Virtual On-Net Enterprise Extensions. It integrates the virtual private network (VPN) destinations to the Cisco BroadWorks enterprise framework by explicitly defining off-net destinations in the enterprise directory on the Application Server. The off-net destinations are associated with extension numbers. Cisco BroadWorks users with the Virtual On-Net Enterprise Extensions service enabled can place extension dialing calls to these off-net destinations. AS, XS Enables multi-location enterprises to configure their private dial plans for on-net call routing. Using simplified dial patterns, users within an enterprise can call each other by dialing the appropriate location code and extension. Thus, Voice VPN integrates the "islands” of user groups across an enterprise into one unified private dial plan. Multi-location enterprises with non-homogeneous equipment can be easily supported, including any combination of Cisco BroadWorks Application Servers, PBXs, and even PSTN switches. Access to specified third parties (for example, partners, customers, and so on) can also be integrated within the dial plan, thereby providing an “extranet” type of functionality. The Voice VPN service is configured directly by the enterprise through the CommPilot enterprise web portal. AS, XS The Application Server currently gets all the groups using a single sync transaction. With this feature, the Application Server is modified to get the groups in chunks of a predetermined numbers (1000). The synch Application Programming Interface (API) command to get the group is modified to support paging (as well as other get synch commands). AS, XS Advanced Core Services: The SIP Access Code header is introduced to address the issue of service interaction between Internet Protocol (IP) Centrex services and non-IP Centrex services in next generation network (NGN) deployments in China and other Asian markets.

Business Connectivity Enhancements: This feature implements the Advice of Charge Integrated Services Digital Network (ISDN) supplementary services. Advice of Charge (AoC) allows a subscriber to receive charging information for telecommunications services.

Advice of Charge-D (AoC-D) presents charging information to the calling party during the call (presentation can be via display on the phone, audible tone, or announcement).

Advice of Charge-E (AoC-E) presents charging information to the calling party at the end of the call (presentation is in the form of a displayed message on the phone).

The Cisco BroadWorks platform implements the appropriate 3GPP specification for sending AoC information to the access device in the form of eXtensible Markup Language (XML) embedded within a SIP message.

Cisco BroadWorks derives the AoC rate information in one of three ways:

Support AoC information as defined in 3GPP 32.280 V11.0.0 including embedded tariff information mechanism as a standard means for retrieving a tariff in the context of the Advice of Charge service.

Advice of Charge – During call (AoC-D) delay between the charge update is configurable at the enterprise and group level (currently system level only).

Additional attribute-value pairs (AVPs) in the accounting requests (ACRs) that represent the advice of charge information sent to the devices.

This feature provides web access to the Verify Translation and Routing (VTR) tool already available through the Application Server command line interface (CLI). Making the VTR tool available from a web interface makes debugging easier and allows administrators to better understand their configurations and services.

The first part of the feature adds a page in the Utility section of the CommPilot web application. Since the CommPilot web application can be used to create configuration, it is an appropriate place to integrate a configuration testing utility.

The second part of the feature creates a separate (stand-alone) VTR application. The Xsi-VTR application acts like an accessible interface that accepts VTR requests and outputs VTR responses. A simple web page should be part of the web application for the application to be useful without further development. AS, XS Extends the current call processing controls for users, groups, service providers, and enterprises to include the ability to limit the number of simultaneous calls for each user depending on the media type of the calls. AS, XS Enables service providers to centrally manage all translations and routing within their network. This alleviates the service provider from having to manage similar data in distributed network elements. Any changes are instantly made available to all network elements requiring call routing functions. The default Network Server policy routes calls through the network elements closest to the call originator and destination. Call typing and North American screening are also performed. AS, XS This feature extends the Network Server carrier selection processing provided by the Equal Access policy so that it can be used by other policies such as Service Center Routing and Rate Center-based Routing. These policies are now capable of including the call originator’s equal access (EA) carrier information in the contacts returned by the Network Server. This functionality is enabled on a per-policy instance basis. AS, XS Introduces the ability for the network to route calls based on an optional list of supported codecs configured for Cisco BroadWorks routing, resource, and hosting network elements (NEs). The system dynamically assesses which NEs should be served based on the signaled media type within the body of a Session Initiation Protocol (SIP) message via the media description section of a Session Definition Protocol (SDP) message. Codec-based routing is not a routing policy; it is a utility that a policy can invoke to reorder or screen out SIP contacts.

This enhancement provides better control over the usage of user aliases in the Application Server translation phase. The feature introduces a new system-level parameter called incomingCallToUserAliasMode, which determines what usage the Application Server is allowed to have with user aliases when performing Application Server translations. The parameter can take three different values:

Explicit Alias – In this mode, the Application Server uses all user aliases EXCEPT the default user alias (equal to the full user ID) to try to match a given user with the translated address.

Disabled – In this mode, the Application Server is not allowed to use ANY of the user aliases to try to match a given user with the translated address. This mode is equivalent to disabling the usage or uniform resource identifier (URI) dialing altogether.

By default, the value of the parameter is set to “enabled”, permitting the use of all user aliases to perform translations for incoming calls. This is equivalent to the legacy mode where any user alias can be used to match a translated address.

This feature enhances the Cr reference point msc-ivr package on the Cisco BroadWorks Media Server to support playing dual-tone multi-frequency (DTMF) tones to a connection. The DTMF tones to be played are specified in the dialog’s prompt <dtmf> element, according to RFC 6231 . This enhancement enables, for example, an Application Server to request that the Media Server generate DTMF either on behalf of legacy devices that do not support DTMF or on behalf of a web/PC-based call client.

This feature also enhances the Cr reference point msc-mixer package on the Cisco BroadWorks Media Server to support the relaying of DTMF tones across joined connections and the relaying of DTMF tones throughout a conference. This enhancement enables, for example, a Call Recording service to capture DTMF tones on a Call Recording Server or other services that require DTMF tones to be relayed to other participants in a conference. AS, XS Adds support for Directed MSN and All MSN for Call Forwarding services. Call Forwarding Always (CFA), Call Forwarding Busy (CFB), Call Forwarding No Answer (CFNA), and Call Forwarding Not Reachable (CFNR) are enhanced to support Directed MSN and All MSN functionalities. This feature enhances the Number Portability policy to support the Destination Trunk Group (DTG) and a Digit Manipulation Index (DMI) in the routing number table. AS, XS Enables routing of emergency calls to the correct tandem switch based on the caller’s phone number. The system ignores user disconnects and disallows features to be used when an emergency number (that is, 911) is dialed. AS, XS Enhances the Application Server emergency calling support by optionally allowing the Application Server to obtain a routable address to use for emergency calls from an emergency number server. Based on the geographical location of the caller, the emergency number server can provide the Application Server with a routing number local to the user’s calling area.

Prior to this feature, the system provided special handling for emergency calls due to their critical nature as well as regulatory requirements. Two notable aspects of this special handling include:

As a consequence of these two processing characteristics, if an emergency call becomes a “hung” call, that is, a call that has not been and will not be released properly; the Cisco BroadWorks subscriber that owns the emergency call cannot receive incoming calls.

This feature provides a solution to the problem of a “hung” emergency call. In this solution:

AS, XS Enhances the Element Management System (EMS) by allowing nodes (Cisco BroadWorks network elements or NEs) to be added manually to the system. AS, XS Centralizes the maintenance tasks for Cisco BroadWorks servers on the Element Management System (EMS). Administrators can perform maintenance tasks remotely, and automate the execution of tasks for any or all servers from the EMS, reducing administrative time and error.

This feature enhances the Location-based Normalization and Call Barring feature by applying the rules associated not only with the best-matched physical location, but also with matching other physical locations, effectively offering a cascading of translation rules and reducing the amount of provisioning.

The enhancements are particularly effective for cascading dialing rules for regions enclosed in other regions. They allow the network operator to define general rules that apply, for example, at the county level without having to define them again in enclosed regions such as metropolitan areas, cities, and campuses. AS, XS Enables service providers to determine how long-distance calls are routed. After determining the type of long-distance call and the caller’s preferred inter-exchange carrier, this service determines, for example, whether the call is to be carried on-net through least-cost routing or if the call is to be handed off to a preferred carrier as close as possible to the originator. AS, XS Allows for the assignment of preferred inter-exchange carriers (PICs) to service providers, enterprises, groups, and users. Precedence is given to the lowest entity in the hierarchy that has a PIC assigned to it. For example, a PIC is assigned to an individual user would override PICs assigned to the group and service provider. AS, XS Extends the Cisco BroadWorks digit map from 256 characters to 2,048 characters, to facilitate foreign deployments and permit the handling of more complex dialing plans. AS, XS System and OAM: Allows the routing of numbers of more than 15 digits at the local, national, and international levels across the Application Server. AS, XS This feature allows the routing of numbers of more than 15 digits at the local, national, and international levels across the Network Server. AS, XS Introduces the support of SRV records on the Emergency Number Simple Object Access Protocol (SOAP) Translation Interface and provides more flexibility for the external server to modify routing parameters. AS, XS Advanced Core Services: Allows customers to use a unique conference uniform resource identifier (URI) across multiple Application Server clusters. AS, XS Introduces the Location Server, which is essentially a Network Server without call processing capabilities, for use in IP Multimedia Subsystem (IMS) deployments. The Location Server provides Web Servers and the Element Management System (EMS) with the Application Server cluster pair associated with a given user account, and with the specific Application Server for that user. This facilitates scalability and is central to the Web Server farm concept. The Location Server also collects and provides the software version and patch level of the Web Servers and Application Servers under its monitoring scope. AS, XS Improves the suitability of the system for IMS deployments by introducing the concept of an identity profile that can be assigned to a user accounts. The identity profile replaces the concept of the device used in stand-alone deployments. Each user can have a SIP-URI, a TEL-URI, or both associated with his or her identity. The term line/port, which refers to the SIP-URI public user identity of the user, is renamed to public identity when using the Application Server in an IMS deployment. AS, XS Advanced Core Services: This is an enhancement to the Cisco BroadWorks ability to inter-work between IP Multimedia Subsystem (IMS) networks and the Public Switched Telephone Network (PSTN). Supports the use of an enterprise ID, or incoming trunk group (ITG), to map incoming calls to an enterprise, group, or site. Use of ITG avoids having to perform phone number-based validation. AS, XS Call screening decoupled from the North American model to make it entirely flexible. Enhancements include easier management of rate centers and extended capability to dial without a national prefix. AS, XS Advanced Services: Allows for the consistent management of the caller ID for intra-enterprise calls while making use of the Network Server Voice VPN capabilities. AS, XS Allows the Web Portal on the Application Server to be used efficiently to view and manage Voice Virtual Private Network (VPN) routing entries. AS, XS Enables system providers to specify which routes are most advantageous to use for various types of calls. By stipulating cost and weighting factors, system providers can more accurately control routing of calls within their network. AS, XS Synchronizes the user line/port information on the Network Server automatically with that information on the Application Server to allow the Network Server to redirect Register methods received from session border controllers. AS, XS Routing policy supports the porting of users onto and out of system. Note that this policy only supports local number portability (LNP) in markets where the SCP query method is not mandatory, because the policy does not rely on SS7 or SCP queries. This feature introduces the capability for defining calling restrictions based on the location of a mobile user. Location information is obtained by inspecting Customized Applications for Mobile Network Enhanced Logic (CAMEL) headers in the SIP INVITE message. AS, XS This feature allows a network operator to perform normalization and specific translations based on the physical location and type of access to the network. This enhanced functionality can be used, for example, to allow or deny shortened dialing patterns (for example, seven-digit dialing in the North American Numbering Plan) or perform call barring based on the geographical location where a call originated. AS, XS Enables system providers to decouple their Media Servers from specific Application Servers, thereby deploying their media resources as a large pool that can be shared among Application Servers. This practice results in improved utilization and lower deployment requirements for Media Servers. In addition, the Media Servers can be geographically deployed, which can optimize call latency and bandwidth utilization. This feature changes the behavior of the Cisco BroadWorks TAS Application Server to pass multiple consecutive hold re-Invites end-to-end through the server. Prior to this feature, only the initial hold Invite was passed end-to-end and subsequent hold Invites would be responded to automatically by the TAS Application Server. A hold re-Invite is a SIP INVITE that contains an SDP that the system considers to put a call on hold. AS, XS Ability to support multiple country codes simultaneously on Application Server. Thus, single Application Server pair can serve multiple countries AS, XS Extends the current call processing controls for users, groups, service providers, and enterprises to include the ability to limit the codecs allowed for users to any one of a set of predefined codec lists. The system administrator can create multiple codec lists, each with a unique descriptive name, that define classes of service (for example, a set defined as “Mobile Media” could contain the codecs “H.263, H.264, and G.711”). Administrators can then restrict users to any of these predefined lists.

The Network Server media/codec-based routing is a utility that a policy invokes to reorder or screen out SIP contacts. Prior to this feature, this utility returned a best match list of network elements (NEs) based on the media capabilities of NEs regardless of the codec order in the SDP.

This activity enhances the Network Server media/codec-based routing functionality by adding the support of routing based on codec preference. AS, XS Allows originating services such as Outgoing Calling Plan (OCP) to make use of Network Server data earlier in the call set-up process. The feature also enables new services to make use of the more accurate call typing information available from the Network Server. AS, XS Allows for the routing of calls to Cisco BroadWorks subscribers using SIP URLs. All subscribers within a system provider’s network can have up to three URL aliases to receive calls. To support BroadCloud, the Network URL Dialing policy on the Network Server now supports provisioning of multiple routing network elements (NEs) per Request-URI pattern, each routing NE with its own cost and weight. The Network Server builds and returns the route list for the matching pattern . To support BroadCloud, the Network URL Dialing policy on the Network Server now supports provisioning of multiple routing network elements (NEs) per Request-URI pattern, each routing NE with its own cost and weight. The Network Server builds and returns the route list for the matching pattern .

This feature allows group administrators to configure the Speed Dial 100 service to be used with or without a prefix.

When the service is configured not to use a prefix, the end user has the same Speed Dial experience as in the Speed Dial 8 service. AS, XS Enhances the current Open Client Interface-Reporting (OCI-R) implementation by modifying the OCI-R to return all of the information associated with Public Identities (PI) that were added, deleted, or modified by an OCI request. AS, XS Supports the use of an enterprise ID or outgoing trunk group (OTG). The OTG is populated by the system and is based on the originator’s enterprise, group, or site, and is sent to other network elements, thereby avoiding phone number-based validation. AS, XS Enables service providers to offer customized local calling zones to their customers by supporting multiple local calling areas (LCA) files concurrently.

Enhances call routing and processing to support non-geographical phone numbers and to allow for dynamically updated user locations. These enhancements are necessary for proper support of emergency calling in countries and regions where the location of a user cannot be derived from a user’s phone number. In addition, these enhancements are required so that the physical location information can be proxied for IP Multimedia Subsystem (IMS) deployments.

These enhancements comprise a new attribute added to the device profile to denote the physical location of the device, a new Physical Location service added to the Application Server, and a new Physical Location Routing policy added to the Network Server.

Enhances call routing and processing to support non-geographical phone numbers and to allow for dynamically updated user locations. These enhancements are necessary for proper support of emergency calling in countries and regions where the location of a user cannot be derived from a user’s phone number. In addition, these enhancements are required so that the physical location information can be proxied for IP Multimedia Subsystem (IMS) deployments.

These enhancements comprise a new attribute added to the device profile to denote the physical location of the device, a new Physical Location service added to the Application Server, and a new Physical Location Routing policy added to the Network Server. AS, XS The routing engine itself is driven through a completely flexible policy approach. Everything from dial plans, call typing, route selection, and network services implementation is policy-driven and updateable “on-the-fly”, including the introduction of new policies within the network. AS, XS Enhanced translations provide a leading call typing policy instance that can be applied to certain translation profiles. This facilitates the adoption of call typing rules per profile and makes dial plans easier to manage and customize. AS, XS Enhances the Application Server in IP Multimedia Subsystem (IMS) mode to proxy the Session Initiation Protocol (SIP) Priority header (and optionally add/modify it for emergency calls) in SIP INVITE messages. The purpose of this feature is to increase the likelihood of audio resources being available in call scenarios where a call is transferred after answer by generating preconditions in the SIP INVITE sent to the transferred-to party. AS, XS Enhances the Open Client Interface-Provisioning (OCI-P) to expose the service provider network-based conferencing Uniform Resource Identifier (URI) and the system-specified maximum number of parties allowed in an n-way network-based conference (to the user). AS, XS Routing policy enables service providers to select a destination based on the call originator’s rate center and call type. The rate center identification can either be based on the Telcordia NNACL file or based on zones assigned directly against national destination codes. Modifies the Web Server to ease the integration with a proxy by providing relative URLs to clients. It removes the protocol (HTTP or HTTPS) and the host from most of its servlets and its HTML pages, in favor of the protocol and host provided in the Apache HTTP server configuration.

This feature introduces a new call processing policy, Dialable Caller ID (DCLID), on the Application Server and a new translation policy, Reverse Translation, on the Network Server.

In general, this feature provides a mechanism to deliver the calling number in a dialable format. The calling number in a dialable format allows Cisco BroadWorks subscribers to:

Upon receiving an incoming network call to a Cisco BroadWorks user, the Application Server queries the Network Server for Reverse Translation if the Dialable Caller ID service applies. The Network Server performs Reverse Translation to determine the format of the remote party number as well as Network Server call type, call category, alternate call indicator, and type of network. This feature adds support for the RFC 3398 policy on the access side through a newly introduced device option. When the device option is enabled, the Cisco BroadWorks Application Server limits the number of ringback transitions coming from the access device being proxied to the network side. Introduces the framework to define the maximum number of sessions at all subscriber land logical link levels, as well as the associated rules to determine whether the creation of a new session is allowed for a given access device. AS, XS Provides service providers with a mechanism to complete a list of contacts returned by the Network Server with overflow routes. The overflow option is configured on a per DN/URL basis and allows the Subscriber Location policy to continue processing even though a hosting NE is identified for a call. AS, XS Provides service providers with a single-point-of-contact for all subscribers in their network. Provisioning new subscribers is made easy with automatic synchronization of the group and user data between Application Servers and the Network Server. Call routing to subscribers is simplified with the Network Server serving as the central ingress point to the system network. AS, XS Adds support for the adaptive multi-rate (AMR) codec for Interactive Voice Response (IVR) and Conferencing services on the Media Server. AS, XS Adds a mechanism to the Network Server to allow Enterprise Subscriber Location and Subscriber Location policies to bypass call routing for some specific hosting network elements. This mechanism allows carriers to route calls properly using their public translations while allowing the category to be marked as private (for intra-enterprise calls). AS, XS Adds a header to control the flow of media before answer. By manipulating this header, proxies are able to restrict the flow of media; the actual media blocking is delegated to a trusted network element further downstream. Cisco BroadWorks can handle P-Early-Media on behalf of devices that do not support P-Early-Media and ease the interoperability between devices/networks that do and devices/networks that do not support the P-Early-Media SIP extension. This feature enhances the Cisco BroadWorks Application Server to support the proxying of user-to-user information received in a request from a trunk device, as specified in draft-ietf-cuss-sip-uui-10 . The user-to-user information is used to transmit information from an application to a target destination. The target destination then knows to act on this information. AS, XS Adds support for using a Class 5 switch as an access device for Cisco BroadWorks. The diversion header counter parameter in the terminating INVITE is set to the maximum forwarding allowed by the local exchange switch when the subscriber is assigned the new device type: “Local Exchange – Max Forwarding”. The purpose of this activity is to provide an interface for customer premises equipment (CPE) capable of displaying status information for Call Forwarding Always, Call Forwarding No Answer, Call Forwarding Busy, and Call Forward Not Reachable. To accomplish this, the X-FeatureControl header is added to the 200 OK responses for incoming INVITEs with SIP Request URI with the FAC formats defined in the Requirements. This header contains the result of the operation: “success” or “failure”. Enables the Application Server to record, in a call detail record, the total duration of a recording made during a Conferencing Server conference call. Provides new functionality on the Conferencing Server to check whether a conference is ongoing before allowing an edit. If ongoing, the conference is not allowed to be edited and an error indication is returned to the user. The Conferencing Host Client is a new web interface used by the conference host to manage an individual conference, which is defined by a conference ID. It can be a scheduled, recurring, or reservation-less conference. The client provides the host with a visually intuitive interface for managing the conference participants. Provides new functionality on the Conferencing Server that allows a system-wide expiration time for conferences to be set via the Conferencing Server administrative interface. On a pre-defined interval, the system purges all expired conferences older than the specified time (for example, 30 days). Provides a new policy on the Conferencing Server that allows a system-wide expiration time for recording files to be set via the Conferencing Server administrative interface. On a pre-defined interval, the system purges all recording files older than this time (for example, 30 days). This feature clears old media files server storage.

This activity introduces “meet-me” conferencing that runs on the Cisco BroadWorks Application Server.

Features include, but are not limited to:

This feature introduces support for a mobile client to place a call to a conference bridge with call-through calls via the Xtended Services Interface. Adds functionality to check the validity of a file extension before uploading it to the Conferencing Server for sharing or presenting.

Media Resources: The Cr reference point defined by 3GPP formalizes the protocol between an Application Server and a Media Server/Media Resource Function. The Cr reference point currently provides IVR and Conferencing services; however, it can be extended to provide other services, for example Fax service.

This feature implements the Cr reference point on the Cisco BroadWorks Media Server for Conferencing services. The following Cisco BroadWorks Media Server features are exposed through the Cr reference point: Enables a Conferencing Server cluster to act as a pooled resource for multiple Application Server pairs. With this enhancement, Conferencing Server resources are deployed more efficiently, supporting an entire Cisco BroadWorks deployment. This feature changes the Conferencing Server so that dialed digits are sent to the Application Server “as is” and that the Application Server does not apply any translations to the digits.

This feature provides a Meet-Me Audio Conferencing service that runs within the Cisco BroadWorks Application Server. The roles of various components relating to this feature are:

Application Server: Schedule a conference, establish an audio conference on the Media Server, connect phones to the conference, and control the conference.

Xtended Services Platform (Xsp): Host the Xtended Services Interface (Xsi) and a web application that provides access to audio recordings stored on the Profile Server.

Web Control Client: Allows the moderator of a conference to see the list of participants who joined the conference and take actions such as mute a participant and record the audio conference. This enhancement permits a Meet-Me Conferencing host to create a conference and assign delegates with certain host privileges for that conference. This permits other Cisco BroadWorks users who are assigned as delegates on the Meet-Me conference to modify a subset of conference attributes and launch the Moderator Client. This feature provides usability enhancements to the Moderator client. These enhancements provide an intuitive user interface and improved user experience. This feature enables creation of Meet-Me conference recordings in the MP3 file format on the Cisco BroadWorks Application Server. This is in addition to the existing support for WAV files. Provides new functionality on the Conferencing Server to check whether a conference is ongoing or already expired before deletion. If ongoing or already expired, the conference is not deleted and an error indication is returned to the user.

Enables the setup, use, and monitoring of n -way conferences via a web interface. Both internal and external participants can use a conference bridge once it has been set up. The Conferencing service includes the following features: AS, XS Adds support for date format customization specific to the German language. In addition, the order in which day-month-year are voiced when playing the envelope of a voice mail is made dependent on the language selected, rather than defaulting to English.

This feature adds support for sentence construction customization specific to the Hebrew language to voice-based Cisco BroadWorks features make use of announcements and build sentences dynamically by playing segments in a specific order. Specific changes include: Voice-based Cisco BroadWorks features are making use of announcements, and some sentences are built dynamically by playing segments in a specific order. Such sentence construction obeys ordering rules that can differ from language to language. This activity adds support for all announcement needs that are specific to the Korean language. This feature provides the ability to screen a voice portal’s return call using the voice portal assigned communication barring profile followed by the communication barring profile assigned to the user. This feature enhances the Cisco BroadWorks solution to check for and display calendar presence as part of monitoring users. Calendars, available via Microsoft Exchange, are integrated.

This feature grants the ability to brand the default From notification email address from the Internet Mail Facility at the reseller level to administrators with reseller-level or higher-level privileges. Additionally, the default From address of the following services and utilities can be branded at the reseller level: AS, XS Enhances the mail server redundancy scheme, adding support for SRV DNS record types to identify the list of mail servers to be used. Further, the system now honors the criteria intended for ordering records (for example, SRVs are ordered according to the priority field). A configurable timeout value controls the maximum time interval before the system stops attempting to connect to an unresponsive mail server, and moves on to the next server in the priority list. The Extended Away greeting feature adds the support of an extended away voice messaging greeting. The voice portal is updated such that the user can record their extended away greeting and can select to use the extended away greeting for all no-answer calls. If the user has their extended away greeting activated and they call into the voice portal, a reminder message is played to the user. AS, XS Extends the Messaging service to offer users the ability to receive, store, review, and manage fax messages. Users are notified of new fax messages in the same way that they are notified of new voice messages. Fax messages can be retrieved by email, or can be printed by sending the message to another fax number using the telephone voice portal.

This feature enables the subscriber to configure the Messaging service for only an informational message. This enhancement allows a caller to hear any pre-recorded message and disables the ability to leave a message.

The user can configure the following options:

This feature adds Instant Messaging and Presence capabilities to users of the Call Center and Receptionist applications (Thin Client applications). Instant Messaging and Presence (IM&P) capabilities allow users to communicate more efficiently and improve their business processes. The system already has provisioning capabilities for IM&P. This feature implements the functionality required to provision and configure the IM&P service to Cisco BroadWorks users through the OCI-P interface and the Cisco BroadWorks CommPilot web portal. Two IM&P licenses are provided on BroadWorks: Integrated IM&P and 3rdParty IM&P. The first license is assigned to users using the BroadCloud IM&P service; the second is assigned to users using a third-party IM&P service. AS, XS This feature replaces the IMAP LOGOUT with an IMAP CLOSE and IMAP LOGOUT. This added step provides an automated mechanism to expunge messages marked for deletion. AS, XS Provides an “always on” voice mailbox. For the designated user account, the “number of rings before greeting” parameter is set to 0, immediately providing the user’s no-answer greeting and the user’s device is not alerted. The feature itself changes the “number of rings before greeting” range from 2 through 6 to 0 through 6. AS, XS Increases the maximum message length from five minutes to 10 minutes, increases the maximum mailbox limit from 100 minutes to 900 minutes, and increases the number of distribution lists from 10 to 15.

This feature introduces active talker identification and notification capabilities to the Meet-Me Audio Conferencing service and to the Meet-Me Conferencing Moderator client.

This feature enhances the Media Server’s support for the active talker notification over the Cr interface’s msc-mixer package.

The Media Server reports the list of participants that exceeded a configurable loudness threshold during the last active talker interval in a <active-talkers-notify> event. The Media Server uses the rolling average of each participant’s energy to determine whether to add them to the active talker list.

This feature also enhances the Meet-Me Conferencing Moderator client to show an active talker status icon for a participant or moderator who is actively speaking in the conference. This feature provides an enhancement that allows participants to identify themselves with a code after joining a conference. This code can then be communicated via Xtended Services Interface (Xsi) to any application subscribed to the conference. This self-identifying code is neither persisted nor validated; however, it is used to assist integration with third-party applications such as web collaboration tools. This feature allows the host or conference delegate to create a custom conference greeting that is played to the participants when they join a conference. This allows the host or conference delegate to provide the attendees with information about the meeting. This feature introduces the Maximum Scheduled Conference Duration to the Meet-Me Audio Conferencing feature. A Meet-Me conferencing bridge parameter is introduced to restrict the duration of scheduled conferences.

This feature provides an additional level of security, which is used to prevent malicious participants from joining a Meet-Me conference. To join the conference, the security PIN must be entered after the conference ID or moderator ID.

The Meet-Me Conferencing Outlook Plug-in uses the Enable Security PIN option when creating a new conference and adds the security PIN to the meeting invite, if enabled. AS, XS Enables the “from” header to be configurable on a service provider basis instead of a system basis when sending an email for message deposit and message notification. The Moderated MyRoom feature adds further control to MyRoom. When the control for a user’s MyRoom is enabled, a standard subscriber is not able to join the user’s MyRoom without the user’s approval. When the control for a user’s MyRoom is disabled, the behavior is the existing behavior, that is, a standard subscriber is able to join the user’s MyRoom without asking for approval. A guest client can also join a user’s MyRoom without approval if the corresponding setting is enabled. The control settings can be set via the command line interface (CLI) and REST APIs.

This feature adds MPEG-2 Layer 3 (MP3) file support for the recording of messages within the Voice Messaging service.

This feature adds the capability for administrators to configure the MPEG-2 Layer 3 (MP3) audio format to be used for Voice Messaging recordings. Prior to this feature, only the pulse code modulation (PCM) format was available. Audio files formatted with PCM are commonly known as Waveform Audio File Format (WAV) files. In addition to taking less space than PCM files, MP3 files are practically universally supported, which eliminates some compatibility issues.

The new configuration for the MP3 audio format appears at system-level Voice Messaging configuration. The MP3 format option applies only to audio voice messages. This feature enhances the MWI Delivery to Mobile Endpoint functionality by adding a system parameter to control whether Cisco BroadWorks specifies the total number of messages or just the number of new messages when it sends an MVI to the mobile. This feature enhances the MWI Delivery to Mobile Endpoint functionality by adding a system parameter to control whether Cisco BroadWorks specifies the total number of messages or just the number of new messages when it sends an MVI to the mobile. Cisco BroadWorks UC-Connect allows the Cisco BroadWorks VoIP Application Server to be controlled by the Microsoft Office Communications (MOC) Server. The MOC Server along with its client application, Office Communicator, can be used to initiate telephone calls and control other calling features such as conferencing and putting calls on hold. Cisco BroadWorks UC-Connect allows the Cisco BroadWorks VoIP Application Server to be controlled by the Microsoft Office Communications (MOC) Server. The MOC Server along with its client application, Office Communicator, can be used to initiate telephone calls and control other calling features such as conferencing and putting calls on hold. Cisco BroadWorks UC-Connect allows the Cisco BroadWorks VoIP Application Server to be controlled by the Microsoft Office Communications (MOC) Server. The MOC Server along with its client application, Office Communicator, can be used to initiate telephone calls and control other calling features such as conferencing and putting calls on hold. The Multiple Active Calls with UC-Connect feature is an enhancement of Cisco BroadWorks UC-Connect. Its purpose is to solve the current multiple call management issue regarding the Microsoft Open Client Server (OCS) (Microsoft Office Communications [MOC]) client, where because the MOC client does not support more than one active call at a time, any active call that follows the first call causes the first active call to be held, even though that is not the intention. The Voice Messaging User service has the option to forward voice messages as email to an arbitrary email address. In some cases, it is desirable to be able to forward to multiple email addresses. An example is a call center where voice mail is assigned to the call center virtual user and the voice mails should be distributed to all the call center agents via email. This feature allows any voice mail user (including virtual users) to forward voice mail to multiple email addresses. The Voice Messaging User service is modified to accept up to 50 email addresses for the voicemail forwarding option.

This feature enhances Cisco BroadWorks to provide a Network Voice Portal solution. The Network Voice Portal solution consists of two components:

Voice Portal allows Cisco BroadWorks users to access features such as Voice Messaging (VM), Incoming Call Management (ICM), Personalized Name, Call Forwarding, Voice Portal Calling, and so on, through a phone interface. It is also the entry point for the purposes of voice mail deposit and voice mail retrieval. AS, XS Enables the system to control the MWI status of users with system voice mail who have their access lines on a PBX, a Class 5 switch, or another IP-based application server. This service is supported through an outgoing SIP NOTIFY MWI. For legacy-based users on a PBX or Class 5 switch, an MWI converter and terminal server are required to convert the SIP NOTIFY MWI message to SMDI TCP MWI and SMDI RS-232 MWI messages, respectively. This feature enhances the CommPilot Call Manager and Assistant–Enterprise clients to display additional fields in call logs when data is retrieved from the Redundant Call Detail Server (CDS) Repository (also called the Enhanced Call Logs Repository). This feature enhances the CommPilot Call Manager and Assistant–Enterprise clients to display additional fields in call logs when data is retrieved from the Redundant Call Detail Server (CDS) Repository (also called the Enhanced Call Logs Repository).

Unified Messaging: The system currently supports the delivery of a message waiting indicator (MWI) via Short Message Peer-to-Peer Protocol (SMPP) to a mobile device. However, the MWI notification is not transmitted to the mobile device if the user does not have the Voice Messaging service.

This activity enhances the MWI Delivery to Mobile Endpoint services by delivering the MWI notification if the user has the Third Party Voice Mail service.

Third-Party Voice Mail Message Waiting Indication (MWI) enables the receipt of MWI status for users whose voice mail service is hosted on a third-party system. Thus, even without using Cisco BroadWorks’ own integrated voice mail, users can still be notified of messages via their phone lamp and stutter dial tone.

This feature supports the receipt of SMDI-based message waiting indication (MWI) from TDM-based voice mail systems (terminal server required), as well as SIP-based MWI notification from other IP-based voice mail systems (no terminal server required). AS, XS Facilitates the integration of a third-party voice mail platform with Cisco BroadWorks and its services. Busy and unanswered calls can be forwarded to a phone number or URL configured at the group level by the service provider. The number of rings before considering a call unanswered is defined at the user level. AS, XS Voice Messaging can support video greetings, message recording, and message playback. All the other functions of Voice Messaging remain the same. This feature enhances the Xsi-Actions web application to provide external systems such as BroadCloud with access to the email server that stores the voice messages of a Cisco BroadWorks subscriber. Since the email server is typically on the private side of the network, this web application is provided on the Xtended Services Platform so that a public interface provides access to the private element. AS, XS This feature facilitates the migration of time division multiplexing (TDM) users to the Cisco BroadWorks platform through a transparent voice mail retrieval interface. A new Voice Mail Retrieval feature access code (FAC), when dialed, connects the subscriber automatically to their Voice Mail Retrieval menu. This access method applies to both the Voice Messaging and Third-Party Voice Mail Support services.

Enables users to configure their single Cisco BroadWorks voice mail box to also support a secondary non-Cisco BroadWorks line (for example, mobile phone or PBX), in addition to their primary Cisco BroadWorks line. Thus, a Cisco BroadWorks user can eliminate the need for maintaining and possibly paying for separate voice mail service (for example, for their mobile phone) by also having those unanswered calls routed to their Cisco BroadWorks voice mailbox.

To enable this service, a user must simply register their secondary phone number via the CommPilot personal web portal and configure their secondary phone service with Call Forward Busy and Call Forward No Answer to route to the respective Cisco BroadWorks voice portal. Calls received by the group voice portal from this secondary number are automatically recognized and prompted with the user’s voice mailbox greeting. The voice mail passcode is used by end users to access the voice portal. This feature allows the service provider/enterprise administrator to determine a default passcode, and it allows end users to set their own passcode. AS, XS Enables users to automatically call back the person who left them a message by hitting an option during or after listening to the message. This feature works if the caller’s line ID is available; otherwise, the call back is denied. AS, XS A stutter tone is provided via the telephone when new messages reside in the user’s voice mailbox. A visual indicator on the phone is also provided.

Enables users to record messages for incoming calls that are not answered within a specified number of rings, receive busy treatment, or are transferred directly to voice mail. Incoming callers are given the options to review and change their message and get a warning tone if their message is about to reach the maximum configured length.

Users can configure the service via their personal web portal or by calling into their voice portal from any phone. The personal web portal enables users to control whether their voice mail messages are to be delivered to their email account as .wav attachments and/or to the voice messaging system repository for retrieval from a phone. Users can also set their password and elect to give callers the option of connecting to an attendant by pressing 0.

By accessing the voice portal from any phone, users can listen to, save, and delete each message, as well as move to the previous or next message. During the playback of a message, users have the option of skipping forward, skipping back, or pausing. Replies to message senders can be sent, and messages can be forwarded with an introductory message to one or more group members, or to the entire group. Messages can also be composed and sent to one or more users in the group, or the entire group. Users have the option of marking a message as urgent or confidential. Users can also pre-configure lists of users to whom voice messages can be sent. The voice portal also enables users to record their name and multiple personal greetings for busy and unavailable. Users also have the option to enter a feature access code on their phone to clear their message waiting indicator (MWI).

Multiple Mail Servers – enables service providers to specify a different POP3 mail server or IMAP (including Exchange 2000) mail server for each group or user AS, XS New feature access code enables user to send incoming calls directly their mailbox or voice mail of any other user within group. AS, XS Enables a user to be informed of new voice messages. The notification is in the form of an email (or short message to a cell phone) or an indication on the user’s station. The user controls the service via a web interface, which provides the ability to activate and deactivate email notification as well as the email notification address. AS, XS Enables users to have their voice messages delivered to a specified email address in the form of an email message with a .wav file attachment. If available, the caller’s name and number are also included in the email subject line. AS, XS Enables the user an option to “auto login to voice portal if calling from the user’s own phone”. If set to “yes” then when a user calls in to the voice portal from the user’s own phone, the user is not prompted for a passcode but immediately given access the voice portal menu. If set to “no” then the existing functionality is used and the user is prompted for the passcode. AS, XS Enables system providers to customize the keys and prompts that are used to navigate through the voice portal menus and submenus. A key is either 1 digit (0 through 9), *, or #. Administrators can choose from a list of valid keys that are free to use. If no key is chosen for an optional menu selection, the menu option is disabled. The association of keys to actions (choices of each menu) is configurable for most menus and submenus. The system introduces one announcement per menu option and one announcement per key value. Typically, prompts are automatically constructed to list the options and their matching keys.

The feature provides a simplified interaction between the voice portal and the user to improve the user experience for users who simply want to listen to their messages and do not need advanced features.

After accessing the voice portal, the user is placed directly into the voice mailbox. If new messages are present, the first new message is automatically played and saved, and the voice portal moves to the new message.

This express mode removes the Interactive Voice Response (IVR) prompts and timestamp message for new messages in the mailbox.

This feature strengthens the security of the Voice Portal access.

To enhance the voice portal access security, new rules are introduced to make the voice portal passcode more secure and difficult to guess by an unauthorized party.

This service provides a set of mobile capabilities that help meet the key requirements of mobile operators for deployment of business services to the mobile handset.

This feature enhances the Xtended Services Interface (Xsi) to include a new Xsi-Action request to obtain an IMRN from the Cisco BroadWorks Application Server. This enhances the functionality so that the Xtended Services Interface can be used by third-party applications, such as a mobile client, to obtain an IMRN and eventually anchor the call using the obtained IMRN to provide origination services to the mobile user.

This feature adds the ability to send the phone-context parameter to mobility locations when a non E164 phone number is delivered in Calling Line Identity, Connected Line Identity and Asserted Identity. This feature will add the capability to report the location information in Ro CCR Initial message by performing a SCF Location Query for terminating mobility locations that uses access device profiles and are not registered. The purpose of this feature is to provide long-term interworking support for a customer’s legacy Mobile Switching Center (MSC) that does not support the inclusion of the Call-Info header in SIP messages nor does it support SIP forking. BroadWorks Mobility – Enhanced Unreachable Status Checking and Mobility Device Network Determined Incoming Call Barring This feature allows to determine the unreachable status of a mobile subscriber from MSRN query results without issuing an additional power state query.

These features are collectively referred to as the BroadWorks Mobility Persona Management feature. A user can use a mobile service for both personal and business purposes. The BroadWorks Mobility Persona Management features enhance the existing BroadWorks Mobility service functionality to allow flexibility of managing mobile devices for personal as well as business needs, as required.

The BroadWorks Mobility: Support Multi-Sim feature allows a user to use multiple mobile devices within the BroadWorks Mobility service.

The BroadWorks Mobility: Mobile Identity Based Alerting feature allows a user to manage the alerting policy for the identities that are associated with the user.

The BroadWorks Mobility: CLID Control feature allows the user to manage the calling line ID presentation when the call is originated from identities associated with the user.

The BroadWorks Mobility: Call Anchoring Control feature allows the user to decide whether the calls should be anchored on the Cisco BroadWorks Telephony Application Server for business communications and not anchored for personal communications. The feature enhances Cisco BroadWorks to allow synchronization of numbers, both dialable numbers (DNs) and mobile subscriber directory numbers (MSDNs) at the enterprise level rather than at the group level. This feature enhances the communication hold by adding an option to connect the local or remote party to the Media Resource Function (MRF) in hold scenarios where the call leg is not connected (for example, a parked party in a call park scenario). Connecting the party to the Media Resource Function ensures that the party or an intermediary node does not tear down the session due to an RTP Control Protocol (RTCP) inactivity time-out. Prior to this feature, the MWI Delivery to Mobile Endpoint service provided by Cisco BroadWorks was very simple and is essentially only valuable for devices that provided a simple indicator notifying the user of a message waiting. Smartphones allow the delivery of a Short Message Service (SMS) to the phone, which provides additional information for presentation to the user. This feature adds configurable templates for the Short Message Peer-to-Peer Protocol (SMPP) Message Waiting Indicator (MWI) service delivered from both the Cisco BroadWorks Service Control Function (SCF) Server and Application Server (AS) platforms. This feature adds a device option specifically for access devices, which enables the suppression of announcements toward the device. This feature adds the capability to present either the internal or the external CLID to the mobile access device when a call is determined to be an intra-enterprise call or an intra-group call via existing routing policies. This feature enhances Cisco BroadWorks to allow Service Providers to properly support the femtocells being deployed in their networks.

IP Multimedia Routing Numbers (IMRN) are used as temporary numbers to route calls over the Public Switched Telephone Network (PSTN) to Cisco BroadWorks for call anchoring, and user and group feature processing. They are configured in the system pool within the platform and allocated when an Xtended Services Interface (Xsi) request arrives from a client.

Because Cisco BroadWorks covers multiple jurisdictions, there is a need for the allocated IMRN to be based on the jurisdiction of the device that originates the IMRN allocation request. This feature creates multiple system-level IMRN pools based on matching the calling party address in the IMRN Xtended Services Interface post command. This feature extends the Cisco BroadWorks mobile capabilities to the Hosted Collaboration Solution (HCS)/Cisco Unified Communications Manager (CUCM) users by using the Cisco BroadWorks platform as the mobility integration point without requiring the HCS/CUCM to develop the interfaces required to integrate with mobile networks. In other words, this feature provides the Fixed-Mobile Convergence (FMC) service to HCS or CUCM users. In the rest of the document, the term “HCS” is used for HCS, CUCM, and Private Branch Exchange (PBX) users.

This feature enhances a stand-alone Cisco BroadWorks system to provide logical next generation network (NGN) and IMS SIP interfaces within the same Application Server cluster.

It provides a new method of integration with the mobile network where a user’s mobile devices are IMS user equipment (UE) as defined by 3rd Generation Partnership Project (3GPP) using the Gm interface via a proxy Call Session Control Function (CSCF) and IMS Service Control (ISC) interface to an Application Server, while all the other user devices and network locations are stand-alone or adjunct devices connected directly, or indirectly via a Session Border Controller (SBC), to Cisco BroadWorks. Since Cisco BroadWorks is being deployed in Voice over Long Term Evolution (VoLTE) environments, mobile devices are being used with Cisco BroadWorks. Some of these devices rely on the video capability exchange through Session Initiation Protocol (SIP) Contact header parameters defined in IR.94 and RFC 3840 standards to establish a video call. The purpose of this feature is to allow the SIP Contact header video media feature tag , which indicates the video capability of the device, to be transmitted in the outgoing SIP message destined to devices connected to the device from which they were received. AS, XSA The BroadWorks Mobility service is enhanced so that it can be used regardless of how the mobile device is integrated with Cisco BroadWorks.

Number normalization for dialed digits on mobile originations (MO) for calls with a Nature Of Address (NOA) of “UNKNOWN” based on the dialed digits matching configured International Dialing Digit (IDD) and National Dialing Digits (NDD)

Calls originated from a mobile location or dialed to a mobile location that are transferred or redirected can be translated and routed differently from non-mobile calls. The BroadWorks Mobility service can be implemented using the Cisco BroadWorks Service Control Function (SCF). The SCF enables direct Cisco BroadWorks integration with the Mobile Network Operator (MNO) Signaling System 7 (SS7)/SIGnaling TRANsport (SIGTRAN) network. When anchoring calls in Cisco BroadWorks, it is sometimes necessary to suppress announcements from being played in the mobile network. This is needed because there are potential rare conditions where the mobile network may have timers such as No Answer set differently from Cisco BroadWorks, and as such, may cause an announcement to be played prior to the Cisco BroadWorks No Answer timer. This would prevent the Cisco BroadWorks Call Forwarding No Answer service from being run. This feature provides a method to proxy available information from the Signaling System 7 (SS7) network messages to the Cisco BroadWorks call detail record (CDR) for BroadWorks Mobility calls. Primarily this data comes from the INITDP, ATI, and SRI messages. This feature provides a method to proxy available information from the Signaling System 7 (SS7) network messages to the Cisco BroadWorks call detail record (CDR) for BroadWorks Mobility calls. Primarily this data comes from the INITDP, ATI, and SRI messages.

Prior to this feature, to deploy BroadWorks Mobility service across multiple countries, a single Application Server cluster and a single Service Control Function Server cluster were required for each country.

This feature enables the Application Server to interface with multiple Service Control Function Servers, which are deployed for each network.

The network can be configured such that prefixed IMS mobile calls are sent to the Network Server. The Network Server is responsible for locating the originator or terminator of the call and sending the call to the subscriber’s hosting Application Server. For the IMS cores that are unable to handle the 3xx responses, the Network Server must proxy the calls to the hosting Application Server.

This feature enhances the Network Server’s Execution Server Location policy to optionally look up for the Application Server that hosts BroadWorks Mobility user and the system voice portal.

The network can be configured such that prefixed IMS mobile calls are sent to the Network Server. The Network Server is responsible for locating the originator or terminator of the call and sending the call to the subscriber’s hosting Application Server. For the IMS cores that are unable to handle the 3xx responses, the Network Server must proxy the calls to the hosting Application Server.

This feature enhances the Network Server’s Execution Server Location policy to optionally look up for the Application Server that hosts BroadWorks Mobility user and the system voice portal. This enhancement allows for the Network Server Originator Redirect (OrigRedirect) policy to perform access handling for requests from non-access routing network elements (NEs). This enhancement also provides the ability for session case call triggers (originating and terminating) to be handled by the Network Server and the stand-alone Application Server. The Notification Push Server (NPS) is a new web application used by Cisco BroadWorks and Cisco BroadWorks Collaborate to push notifications for messaging, VoIP calls, Voice Messaging and more to UC-One applications, targeting mobile phones and tablets running the iPhone Operating System (iOS) and Android operating system. This feature adds the capability to present the internal calling line ID (CLID) to the mobile location (whether originating or terminating) when a call is determined to be an intra‑enterprise call or an intragroup call via existing routing policies. For BroadWorks Mobility termination, the outgoing INVITE message includes the user’s redirection information within the SIP Diversion or SIP History-Info header. This may cause some of the user’s mobile display to show the call as being diverted, which is undesired for a BroadWorks Mobility call leg. This feature adds support for the Application Server to send push notifications for VoIP calls to mobile applications over the Apple Push Notification service (APNs) and Google Cloud Messaging (GCM) service using the Notification Push Server. AS, XS Prior to Release 22, the Cisco BroadWorks Service Control Function (SCF) Server only supported the International Telecommunication Union (ITU) Signaling System 7 (SS7) variant for Customized Application for Mobile Network Enhanced Logic (CAMEL) Application Part (CAP) and Mobile Application Part (MAP) Transaction Capability Application Part (TCAP) protocols. This feature provides support for the American National Standards Institute (ANSI) SS7 variant on the Service Control Function Server for the existing mobility service capabilities for Global System for Mobile Communications (GSM) networks. This feature enhances the Cisco BroadWorks Application Server to allow sending the Mobility access device PUI in the SIP URI of the P-Asserted-Identity (PAI) for Mobility originating calls. Service Control Function: MAP SRI Support for Unreachable Status and MAP SRI Support for Call Barring 2018.03 Cisco BroadWorks is enhanced to determine whether to bar an incoming call to a mobile user based on the Server Mobile Station Roaming Number (MSRN) query results. AS, XS The feature enhances the Service Control Function (SCF) platform by placing a comprehensive resource monitoring and alarming framework and supporting hot changes.

This feature implements the following enhancements to the Cisco BroadWorks support of the Customized Applications for Mobile Network Enhanced Logic (CAMEL) supplementary service invocations for Explicit Call Transfer (ECT): This feature adds support for a Notification Push Server application programming interface (API) that can handle any generic push notification message type, as long as the message adheres to the rules of the API.

This feature adds the ability to query the destination or calling number for number portability on selected originating and terminating calls, enabling an announcement to be played or Communication Barring service to be invoked based on the portability status determined.

The feature adds four fundamental capabilities:

This feature enhances the BroadWorks Anywhere and BroadWorks Mobility services by providing a transfer notification between two different Cisco BroadWorks call sessions and detaching the call from the users to reflect their telephony presence correctly. This feature allows users of the BroadWorks Mobility service to place calls to ported numbers where the mobile network inserts a routing code prefixed with a “D” hexadecimal (hex) digit in the called party network. This feature enhances the Cisco BroadWorks Application Server to trigger roaming logic based on system configured home network Mobile Country Code (MCC) and Mobile Network Code (MNC) tuples.