Cisco VoIP - Glossary of Common Terms

Terms that are commonly used by the VoIP team when referring to Cisco VoIP.

Types of Accounts

User Account: A Cisco account that is assigned to a specific person. These accounts are linked to the user’s NetID which allows them to access the online voicemail portal and self-care portal as well as Jabber.

Common Account: A Cisco account that is not assigned to a specific person. They are general accounts such as front desks, conference rooms, lab phones, etc. These accounts do not have a NetID associated with them and therefore cannot access the online voicemail portal or Jabber client.

Line Buttons Available on 7841 & 8851

Call Appearance: Additional phone number(s) added to a desk phone so that the user can place and receive calls from that number in addition to their own number. Commonly used for coworkers who monitor each other’s phone line as a backup, administrative assistants who monitor multiple phone lines for other users and main departmental lines that are monitored by multiple people.

*Changes to call appearances must be requested through the online Change Account form (Cisco VoIP Request Forms ).

Speed Dial: A phone number that the user wants to have readily available and will not need to dial each time they want to call it. The number will be listed on the screen on their desk phone and they can call it by selecting the corresponding button for that line.

*Speed dials can be updated using the Self Care Portal for accounts linked to a NetID (User Accounts). Changes to speed dials for Common Accounts (no NetID linked) must be requested through the online Change Account form (Cisco VoIP Request Forms ).

BLF (Busy Light): This indicator is the leftmost icon on a call appearance/speed dial. It allows a user to see if the other phone is busy/in use. This is used when someone would like to transfer a call to another phone but wants to make sure the phone is available.

*BLFs can only be used on a desk phone. Changes to BLF must be requested through the online Change Account form (Cisco VoIP Request Forms ).

Phone Number Labels

Display Name: The name that is listed on the next to a phone number. This is not the same as the outgoing Caller ID. Changing the Display Name in the Self Care Portal will not change the outgoing Caller ID.

* This can be edited by the user in the Self Care Portal for accounts linked to a NetID (User Accounts). Changes to Display Names for Common Accounts (no NetID linked) must be requested through the online Change Account form (Cisco VoIP Request Forms ).

Caller ID: This is what displays when the user makes an outgoing call to another person who is also using Cisco VoIP.

*This cannot be edited on the Self Care Portal. Requests should be sent to the VoIP team using the online Change Account form (Cisco VoIP Request Forms ).

Call Masking: This is a combination of caller ID and call back number. For most users, when they call out it will display their name and phone number and if someone were to select redial to call them back it will go directly to their phone number. Some users need their direct phone number hidden so that if someone tries to redial them it will go to a main line instead. Common examples are doctor’s offices and police stations.

*This cannot be edited on the Self Care Portal. Requests should be sent to the VoIP team using the online Change Account form (Cisco VoIP Request Forms ).

Portals and Applications

Self-Care Portal: Available to user accounts to manage settings for their Cisco phone. Requires NetID login to access.

*Not all settings can be edited in the Self Care Portal, certain requests must be submitted to the VoIP team via the online Account Change request form (Cisco VoIP Request Forms ).

Voicemail Portal: Available to user accounts to manage their voicemail account. Allows a user to play, reply to, reply all to, forward and delete voicemails as well as update notification settings and voicemail greetings. Requires NetID login to access.

*Note, not all user accounts will have a voicemail box. Requests should be sent to the VoIP team using the online Change Account (Cisco VoIP Request Forms ) form if a voicemail box needs to be created.

Webex/Jabber Client: Applications used to make/receive calls as well as check voicemail using a computer, tablet or cell phone. The applications must be installed on the device and NetID login is required for access. A Jabra headset or speakerphone is generally used however the device’s native speakers and microphone can also be used.

*Note, the VoIP team cannot install the Jabber client for anyone. Users must contact their IT support to have Jabber installed. Due to 911 location concerns, the client can only be installed by IT staff onto a university-owned computer.

Available Features

Hunt Group: A setup so multiple users can answer calls from one line, this is not the same as Call Center. When a call comes in it will route through a designated list of users. The list can either be ordered so the call will route to specific users first (an ordered list), the user who has been idle the longest or broadcasted to all available users. The call will go to the next available person on the list if that person does not answer the call will continue rolling down the list. This can be set up so users are logged in automatically or they can use a line key on the phone to log-in and log-out.

*This cannot be created or changed by the user. Requests should be sent to the VoIP team using the online Change Account form (Cisco VoIP Request Forms ).

Contact Center/Cisco Finesse: This is a software used by groups or departments that have multiple people answering one or more lines and need specific call routing or pick systems setup. The DoIT Help Desk uses this software.

*There is an additional cost for a group or department for this system and this is not something that can be created quickly. Groups interested in getting additional information about the Call Center software should be referred to the VoIP team.

Dialing Restriction: This restricts what phone numbers an account can call to. The options are Campus Only, Local (includes Campus), Long-Distance (includes Campus and Local), and International (includes Campus, Local and Long-Distance). Campus, Local and Long-Distance are all included in the billing process. International has additional charges for the department depending on the country called and call duration.

*This cannot be changed by the user. Requests should be sent to the VoIP team using the online Change Account form (Cisco VoIP Request Forms ).

Enhanced Voicemail: This is used if a caller needs to be given different options (a call tree) once they reach the voicemail. Example: Pick 1 for John Doe’s voicemail box, pick 2 for Jane Doe’s voicemail box, and pick 3 to be sent to the front desk.