As a One Cloud Cisco Administrator you have access to a web-based administration tool, known as the OCC Self Service.

Go to:

https://www.globalservices.bt.com/gslogin/#/login

To access the self service portal, you’ll first need to log in 

to your BT My Account with your username and password. 

If this is the first time accessing this site you’ll be 

required to create a 6-digit PIN and set up your security 

questions.

Enter your user-name and password.

Then select Accept and log in.
Then Enter your PIN and secect Authenticate.

Welcome to your BT My Account dashboard.

Select View applications to go to the applications that you have access to.

If you’d like the OCC self service portal to appear on your dashboard for quick access, you can set it up as a Favourite by clicking on to the options menu then choose Favourite.

Select Launch Application to access the Home Page and the main application menu

As a One Cloud Cisco Administrator you have the access to view and modify certain features and functions.

We will now navigate you through the different areas of the menu bar and highlight their main purpose. 

The Home page displays:

• Interactive dashboard of your requests that have been processed through the application
• Your services (Quick link to the Users Hub)
• OCC news
• Business Insights
• Your 5 most recent events (actions)

Users Hub is the section where you'll manage your users. 
 

You can:

• View your existing users
• Add new users and create user profiles (for Unassigned Users) to any sites that you have access to
• Move and delete users
• You can search for a list of users by Division, Site or just search directly for a user

In the Phones section you can see all your active phones that are assigned to a user, or perhaps you would like to check if there are any spare unassigned phones

You can:

• Open a list of all phones on the system
• Search for a specific device by MAC address or device type
• Filter through assigned and unassigned phones
• View more information about the phones to delete the phone or reassign a user to it, and more. 

The Admin List displays a list of your administrators .Here you can edit or delete an administrator as required.

Also, add a New System Administrator too.

*Please be aware additional charges will apply.

The Event Log, this displays a list of your changes including the date and time, who made the change, a description of the change and the status.

In this section, you can make changes to user accounts*.

*Selecting Features opens a new tab and takes you to the Unified Communications Domain Manager

This is where you can make changes to user accounts that have already been added in the User Hub.

Should you need to report a fault, here shows the helpdesk contact details and a list of people to contact for escalation.

You can keep track of any changes made to

One Cloud Cisco here in the Release Notes.

In this section you can download a monthly inventory report.

This will open a drop down menu where you can select the month required of your inventory report.

When a new user joins your company and is added to your company active directory

it will become visible in the Unassigned Users list once the synchronisation to the 

Unified Communications Domain Manager has taken place.

You can then search for the user and assign the required profile and devices.

Open the Users Hub tab and click on Unniassigned users list.

Search by the User ID / Username as added to Active Directory, then select Search. 

Identify the current user and select the Pecndil icon to edit and click Submit.

There are six main steps to complete when creating a new local user in OCC Self Service Portal.

This guide will show you how to: 

•  Create a new user
•  Add a single user with a physical device, a single line with voicemail
•  Complete the 6 steps

Select and open the Users Hub to then, select Add New User.

To start, you’ll have to complete the User Information fields.

Select the Division and Site this user is associated to. Then, enter the name and create a unique username. (It can be letters and numbers). 

*You’ll get a green tick when the system has verified this username is available.

Also, add their email address.

The Self-care Access enables the end user to access a self-service portal where they can manage certain settings and services for their own OCC devices.

When switched on a password will be sent to the email entered here.

If you would like to give this access to your user, then switch it on.

Select Next to confirm your changes.

This is where you set up the service type and device.

There are several different service types and the devices available, will be determined by the service type you select.

Select the Service Type from the drop down menu, then select Add Device, select Add Physical Device. 

Select Device Type from the Device drop down list.

Select and choose the Phone Button Template

Then, enter the MAC Address of the phone.

(You willl find this at the back and the bottom of the phone)

Select Submit to confirm your changes.

The device has been added, the next step is to configure the line.

Select Configure Line

You can use the search options to find a specific number, internal only numbers, or a used number for shared lines. If you give them one without a Public Number, they’ll only be able to dial internally.

This is where you attach the line to the associated device. Select the devices and click Next.

The Voicemail is switched on, please review the features.

Select Next to continue.

Single Number Reach is not available for a Base User.

  This is where you associate the appropriate class of service or calling search space to the line.

This determines the types of calls the user can make and where they’re able to dial to. For example, local calls only, or National and mobile calls.

The class of service will auto-populate with the site default.

You can find an explanation of the calling search spaces in the OCC Help section.

Select Next to continue.

This is where you set up the passwords and PINs for the services you have selected.

The options that appear here will be dependent on the services you’ve selected.

For this scenario a PIN is required for the Voicemail.

Enter a 4 digit PIN that matches the security criteria, then select Next.

With the five steps complete, a full summary of the order will be displayed.

Once you have checked the summary and it’s correct, select Submit User to complete the order.

If need be, you can navigate back to any of the previous steps to make any amendments by selecting the steps on the left hand menu.

A confirmation message will appear showing that the order is being actioned. 

Select OK to complete the process.

From the OCC Self Service Portal: 

Select and open the Users Hub Tab 

• For LDAP/ Active Directory synchronised user – Select Unassigned users list

• For Local User Types – Select Add New Users

Unassigned User List - Type in the User ID in the search field Click Search

• Search for the new user created via AD
• Click the Edit Icon to Open up the 6 Step Wizard to create the user profile

There are 6 steps to be completed in order:

For Local Users – Enter the users’ credential details

For AD Users – The users’ credentials will already be populated

• Enter the Username
• Enter the Division and Site Using the drop-down list
• Enter the First Name and Last Name 
• Enter the Email address
• Switch on Self Care Portal access if required
• Click Next

Select the Service Type

Webex App Softphones can only be applied to Anywhere Licence Types

Select the Anywhere Service Type

1. Enable Webex Services 

Webex Service Menu

You only need to complete this section if you already have Webex Meetings or Messaging Services enabled on your contract.

This menu is linked directly with Cisco Control Hub. You can manage Meeting or Messaging options for the user from this window without having to access the Control Hub separately.

2. Add the Device Types

Select: Add device button

Seleft: Soft Device: Webex App

Select a Device Application

Select from the options to add single device types for Mobile or CSF Desktop applications.

Or Select ‘All Devices’ to enable a profile for all device types.

Phone Button Template - If you require a multiple line profile, select the appropriate line type template

(Only Valid for CSF device type).

Device Name – Auto Populated

The device types selected will be displayed

The Red error indicates you still need to add further information.

Allocate the telephone number to the devices.

3. Configure the Lines

The list of spare / free numbers for the site location will be displayed

Select the Telephone Number wanted Select – Next

If you are allocating multiple line numbers, repeat this process

4. Allocate the Line to the Device and Service

Select: Tick to associate the device types

Select: Tick to allocate a service - Voicemail and/or Single Number Reach if required

Click - Submit

If you require any further Services:

Switch On to Add Extension Mobility

Select Add Device to allocate a Mobility Profile

Select Add Device to add a physical phone device

Summary

Once all the devices and lines have been added as required

Configure Features

There are 2 possible features to enable

Single Number Reach – Allows simultaneous ringing of your telephone number at your physical device and at an alternative number – Mobile / Colleague / Home

Voicemail – Allows your calls to divert to Voicemail when the user is not available

If you allocated these to the line at Step 2 they will already be enabled.

If not, you can still allocate these now:

Click – to Switch on the service

Click – Configure Line to associate the service to the line number

If you do not require either service:

Click - Switch Off

Telephone Directory Field –The number you want to be displayed in the Internal Phone Directory

Class of Service - This determines the types of calls the user can make and where they are able to dial to, for example, local calls only, or National and Mobile Calls or International Calls.

Telephone Number Field:

Default – The Users’ own number is auto enabled

Enter Your Own - You can type in another Telephone Number to mask that user for internal directory searches e.g. Executive & Assistant numbers

Class of Service – The site default will be auto selected.

Use the drop down list to change the options - For example, local calls only, or National and Mobile Calls or International Calls.

Passwords – Applicable for Local Users Only: These are used to access End User Self Care, Cisco Webex Phone Services, or Jabber Softphone services

PIN’s – are used for Extension Mobility and Voicemail services

Passwords

Create a Password – Manually type in a default password

Generate a Password – Tick to have the system generate a password and send it to the user’s email address

PIN– Type in a PIN number. 

Please Note
The End User will also need to use their email to register their account on the Webex Control Hub when first using the Webex App. The OCC password is for access to their telephony services account

Check the summary is correct

If need be, you can navigate back to any of the previous steps to make amendments by selecting the steps on the left-hand menu.

Select - Submit User

To submit the order

Click OK to complete the process

Add user information by filling out all fields

Select Service Type – Voice User

2.1 Add Device

Click Add Device. Select Physical Device (only 1 physical device allowed with this profile)

•  Select the Device Type from the available drop down list 
•  Select the Phone Button Template – suitable for that device
•  Enter the MAC Address of the Phone
•  Click Submit
  

Extension Mobility is Not Enabled – Mobility is not included in this service type licence, but it can be switched on if required, a small additional charge will be incurred.

2.2 Configure Line

Click Configure Line

Scroll to find a suitable free number in the list – Private Number / Public Number

Or use the search fields if you know the number you want to use. Click Search Icon

Select the Devices and Services you want to associate to the Line Number. Click Submit.

Single Number Reach can be enabled for a Voice User.

Voicemail – Select On /Off as applicable to user

If the Line type was allocated to Voicemail at Step 2, this will already be enabled.

This determines where the user is able to dial to – Local Numbers, National Numbers, International Numbers etc.

Associate the appropriate Class of Service / Calling Search Space to the line. (See Appendix for list of most popular Codes available)

The site default will automatically be populated. Use the Drop Down list to select the appropriate code for the user.

Depending on the services (Self Care & Voicemail) you have selected you will presented with options to enter a Password or PIN.

Password – Applicable for Self-Care Access and Jabber User Log-in 
– Type a Password of your choice to inform the User, or use the Tick Option to Auto Generate a password that will be emailed to the user directly.

PIN – For Voicemail and Extension Mobility

– Enter a PIN, the credential policy will be listed as you click into the box, this will be dependent on pre-determined contract agreements for the PIN Length and security criteria.

Click Next - to progress to final step 6 to submit user

A full summary of the order will be displayed. Check and confirm all details, you can navigate back to any of the previous steps to amend or edit using the 1-5 menu steps on the left hand menu.

Click Submit User to complete the order. 

Cancel – will delete and cancel the full order

Add another user – Tick in Box, will open up a new order once the Submit User has been selected

Save Draft - Save a Draft of the order during and steps to continue and finish later.

Back – Go back to the previous step

Submit User – to complete this order and create user.

A confirmation message will be displayed to highlight that order is being progressed and to view the 

Event Log for confirmation

Standard Calling Search Spaces to apply to lines

Intl24HrsEnh-CSS-21 Unrestricted

Intl24HrsStd-CSS-22 Allows Everything except Premium Rate

Natl24HrsEnh-CSS-23 Allows Everything except International

Natl24HrsStd-CSS-24 Allows Everything except Premium Rate & International

Natl24HrsRst-CSS-25 Local Dialling Only (no mobile)

InternalOnly-CSS-26 Internal SLC + EXTN Only

Calling Search Spaces which restrict the Caller ID

CLIRIntl24HrsEnh-CSS-21R Unrestricted

CLIRIntl24HrsStd-CSS-22R Allows Everything except Premium Rate

CLIRNatl24HrsEnh-CSS-23R Allows Everything except International

CLIRNatl24HrsStd-CSS-24R Allows Everything except Premium Rate & International

CLIRNatl24HrsRst-CSS-25R Local Dialling Only (no mobile)

Users Hub - Select the Users Hub Tab from the top menu options

Select ‘Add New User’ for Local Users

Select ‘Unassigned users list’ to search and manage Active Directory Users.

Complete the 6 steps to add and configure New Users / Devices / Lines / Services.

User Information 

• Input the site Details – Division & Site
• Input the users full Name, Username and email address 
• Switch On/Off Self-care Access as applicable 
• Click Next

Select Service Type – Collaborate User

Extension Mobility will be switched on as standard with the Collaborate Service Type.

Switch Off Mobility if this is not required

2.1 Add Device

Click Add Device. Select Add Soft Device: Jabber

- Select the Device Type from the available drop down list 

• Android Mobile Device 
• IPHONE Mobile Device 
• IPAD Mobile or MAC Device 
• CSF – Client Services Framework for Windows / PC / Laptop Users
  
  

- Select the Phone Button Template – suitable for that device (Additional Line options available). 

- Device Name is optional and will auto populated depending on the profile selected.

- Click Submit

Jabber Device Type is displayed; any missing information will be highlighted as still to complete.

If Extension Mobility is required and enabled, Select Add Device to create a New Extension Mobility profile for a physical device type – Allocate the typical range used as Hot Desks that the user can log in to while in the office.

If Extension Mobility is not required – Switch Off Mobility

Once a Device or Mobility Profile have been added - Select Configure Line to add the extension/line numbers.

2.2 Configure line

Click Configure Line

Scroll to find a suitable free number in the list – Private Number / Public Number

Or use the search fields if you know the number you want to use. Click Search Icon.

Select the Devices and Services you want to associate to the Line Number. Click Submit.

Additional Lines – If a 2nd or additional line number is required for the user. Select Configure Lines again, Select another number and associate to the corresponding devices or profiles. Ensure you have selected the correct Phone Button Template for the device to allow a 2nd line to be added. 

Single Number Reach – Switch On/Off as applicable. If enabled enter the associated phone number for simultaneous ringing.

Voicemail – Select On /Off as applicable to user. If the line number was associated to Voicemail on the previous step, this will be enabled already.

This determines where the user is able to dial to – Local Numbers, National Numbers, International Numbers etc.

Associate the appropriate Class of Service / Calling Search Space to the line. (See Appendix for list of most popular Codes available)

The site default will automatically be populated. Use the Drop Down list to select the appropriate code for the user.

Depending on the services (Self Care & Voicemail) you have selected you will presented with options to enter a Password or PIN.

Password – Applicable for Self-Care Access and Jabber User Log-in 
– Type a Password of your choice to inform the User, or use the Tick Option to Auto Generate a password that will be emailed to the user directly.

PIN – For Voicemail and Extension Mobility

– Enter a PIN, the credential policy will be listed as you click into the box, this will be dependent on pre-determined contract agreements for the PIN Length and security criteria.

Click Next - to progress to final step 6 to submit user

A full summary of the order will be displayed. Check and confirm all details, you can navigate back to any of the previous steps to amend or edit using the 1-5 menu steps on the left hand menu.

Click Submit User to complete the order. 

Cancel – will delete and cancel the full order

Add another user – Tick in Box, will open up a new order once the Submit User has been selected

Save Draft - Save a Draft of the order during and steps to continue and finish later.

Back – Go back to the previous step

Submit User – to complete this order and create user.

A confirmation message will be displayed to highlight that order is being progressed and to view the 

Event Log for confirmation

Standard Calling Search Spaces to apply to lines

Intl24HrsEnh-CSS-21 Unrestricted

Intl24HrsStd-CSS-22 Allows Everything except Premium Rate

Natl24HrsEnh-CSS-23 Allows Everything except International

Natl24HrsStd-CSS-24 Allows Everything except Premium Rate & International

Natl24HrsRst-CSS-25 Local Dialling Only (no mobile)

InternalOnly-CSS-26 Internal SLC + EXTN Only

Calling Search Spaces which restrict the Caller ID

CLIRIntl24HrsEnh-CSS-21R Unrestricted

CLIRIntl24HrsStd-CSS-22R Allows Everything except Premium Rate

CLIRNatl24HrsEnh-CSS-23R Allows Everything except International

CLIRNatl24HrsStd-CSS-24R Allows Everything except Premium Rate & International

CLIRNatl24HrsRst-CSS-25R Local Dialling Only (no mobile)

Users Hub - Select the Users Hub Tab from the top menu options

Select ‘Add New User’ for Local Users

Select ‘Unassigned users list’ to search and manage Active Directory Users.

Complete the 6 steps to add and configure New Users / Devices / Lines / Services.

User Information 

• Input the site Details – Division & Site
• Input the users full Name, Username and email address 
• Switch On/Off Self-care Access as applicable 
• Click Next

Select Service Type – Collaborate User

Extension Mobility will be switched on as standard with the Collaborate Service Type.

2.1 Add Device

Click Add Device. Select Physical Device.#

•  Select the Device Type from the available drop down list 
•  Select the Phone Button Template – suitable for that device (Additional Line options available depending on phone type).
• Enter the MAC Address of the Phone
• Click Submit

Device Type is displayed; any missing information will be highlighted as still to complete.

If Extension Mobility is enabled, Select Add Device to either create a new Mobility profile for a different device type or line number, or select Copy from Primary Device to retain same details as device.

It is possible to have a Base Phone Device allocated to a user with a different extension number from their Mobility Profile. This allows flexibility with Base Phones that can be used in locations by multiple users, and not as Fixed Desk Phones/Users. If you are ceasing a user but require the Base Phone to remain. You must first allocate the existing Base Phone to another or new user before deleting current user.

Once a Device and/or Mobility Profile have been added - Select Configure Line to add the extension/line numbers.

2.2 Configure Line

Scroll to find a suitable free number in the list – Private Number / Public Number

Or use the search fields if you know the number you want to use. Click Search Icon

Select the Devices and Services you want to associate to the Line Number. Click Submit.

Multi Line/Multi Profile Options: If a different line number is required for the Base Phone and the Mobility Profile, only allocate the first number to the Physical Device. 

Click Configure Line again to select and allocate another Line number and associate this to the Mobility Profile, SNR and Voicemail as applicable. Click Next.

Additional Lines – If a 2nd or additional line number is required for the user. Select Configure Lines again, Select another number and associate to the corresponding devices or profiles. Ensure you have selected the correct Phone Button Template for the device to allow a 2nd line key to be added.

Voicemail and SNR can only be allocated to 1 number for the user.

Example of multiple lines, Base Phone and Mobility Profiles allocated

Single Number Reach – Switch On/Off as applicable. If enabled enter the associated phone number for simultaneous ringing.

Voicemail – Select On /Off as applicable to user. If the line number was associated to Voicemail on the previous step, this will be enabled already.

This determines where the user is able to dial to – Local Numbers, National Numbers, International Numbers etc.

Associate the appropriate Class of Service / Calling Search Space to the line. (See Appendix for list of most popular Codes available)

The site default will automatically be populated. Use the Drop Down list to select the appropriate code for the user.

Depending on the services (Self Care & Voicemail) you have selected you will presented with options to enter a Password or PIN.

Password – Applicable for Self-Care Access and Jabber User Log-in 
– Type a Password of your choice to inform the User, or use the Tick Option to Auto Generate a password that will be emailed to the user directly.

PIN – For Voicemail and Extension Mobility

– Enter a PIN, the credential policy will be listed as you click into the box, this will be dependent on pre-determined contract agreements for the PIN Length and security criteria.

Click Next - to progress to final step 6 to submit user

A full summary of the order will be displayed. Check and confirm all details, you can navigate back to any of the previous steps to amend or edit using the 1-5 menu steps on the left hand menu.

Click Submit User to complete the order. 

Cancel – will delete and cancel the full order

Add another user – Tick in Box, will open up a new order once the Submit User has been selected

Save Draft - Save a Draft of the order during and steps to continue and finish later.

Back – Go back to the previous step

Submit User – to complete this order and create user.

A confirmation message will be displayed to highlight that order is being progressed and to view the 

Event Log for confirmation

Standard Calling Search Spaces to apply to lines

Intl24HrsEnh-CSS-21 Unrestricted

Intl24HrsStd-CSS-22 Allows Everything except Premium Rate

Natl24HrsEnh-CSS-23 Allows Everything except International

Natl24HrsStd-CSS-24 Allows Everything except Premium Rate & International

Natl24HrsRst-CSS-25 Local Dialling Only (no mobile)

InternalOnly-CSS-26 Internal SLC + EXTN Only

Calling Search Spaces which restrict the Caller ID

CLIRIntl24HrsEnh-CSS-21R Unrestricted

CLIRIntl24HrsStd-CSS-22R Allows Everything except Premium Rate

CLIRNatl24HrsEnh-CSS-23R Allows Everything except International

CLIRNatl24HrsStd-CSS-24R Allows Everything except Premium Rate & International

CLIRNatl24HrsRst-CSS-25R Local Dialling Only (no mobile)

Users Hub - Select the Users Hub Tab from the top menu options

Select ‘Add New User’ for Local Users

Select ‘Unassigned users list’ to search and manage Active Directory Users.

Complete the 6 steps to add and configure New Users / Devices / Lines / Services.

User Information 

• Input the site Details – Division & Site
• Input the users full Name, Username and email address 
• Switch On/Off Self-care Access as applicable 
• Click Next

Select Service Type – Anywhere User

Extension Mobility will be switched on as standard with the Anywhere Service Type.

Switch Off Mobility if this is not required

2.1 Add Device

Scenario User – Physical Device 7821, Jabber for Windows CSF, Jabber for iPhone, No Mobility profile:

Device 1 – Physical Phone Device

Click Add Device. Select Add Physical Device

Complete the template with Device Type, Phone Button Template, MAC Address

Click Submit

Device 2 – Jabber for Windows

Click Add Device. Select Add Soft Device: Jabber 

- Select the Device Type from the available drop down list 

• Android Mobile Device  
• IPHONE Mobile Device  
• IPAD Mobile or MAC Device  
• CSF – Client Services Framework for Windows / PC / Laptop Users

- Select the Phone Button Template – suitable for that device (Additional Line options available). 

- Device Name is optional and will auto populated depending on the profile selected.

- Click Submit

Device 3 – Jabber for iPhone

Click Add Device. Select Add Soft Device: Jabber 

- Select the Device Type from the available drop down list

• Android Mobile Device 
• IPHONE Mobile Device 
• IPAD Mobile or MAC Device 
• CSF – Client Services Framework for Windows / PC / Laptop Users 

All Devices will be displayed, any missing information will be highlighted as still to complete. The Line details will need to be configured

If Extension Mobility is required and enabled, Select Add Device to create a New Extension Mobility profile for a physical device type – Allocate the typical range used as Hot Desks that the user can log in to while in the office.

2.2 Configure Line

Click Configure Line

Scroll to find a suitable free number in the list – Private Number / Public Number

Or use the search fields if you know the number you want to use. Click Search Icon

Click Next Select the Devices and Services you want to associate to the Line Number. Click Submit.

Additional Lines – If a 2nd or additional line number is required for the user. Select Configure Lines again, Select another number and associate to the corresponding devices or profiles. Ensure you have selected the correct Phone Button Template for the device to allow a 2nd line to be added.

Progress Example – Anywhere User, No Mobility, 1x 7821 Device, 1 Windows CSF Device, 1 i-Phone Device, all same single number :

Single Number Reach – Switch On/Off as applicable. If enabled enter the associated phone number for simultaneous ringing.

Voicemail – Select On /Off as applicable to user. If the line number was associated to Voicemail on the previous step, this will be enabled already.

This determines where the user is able to dial to – Local Numbers, National Numbers, International Numbers etc.

Associate the appropriate Class of Service / Calling Search Space to the line. (See Appendix for list of most popular Codes available)

The site default will automatically be populated. Use the Drop Down list to select the appropriate code for the user.

Depending on the services (Self Care & Voicemail) you have selected you will presented with options to enter a Password or PIN.

Password – Applicable for Self-Care Access and Jabber User Log-in 
– Type a Password of your choice to inform the User, or use the Tick Option to Auto Generate a password that will be emailed to the user directly.

PIN – For Voicemail and Extension Mobility

– Enter a PIN, the credential policy will be listed as you click into the box, this will be dependent on pre-determined contract agreements for the PIN Length and security criteria.

Click Next - to progress to final step 6 to submit user

A full summary of the order will be displayed. Check and confirm all details, you can navigate back to any of the previous steps to amend or edit using the 1-5 menu steps on the left hand menu.

Click Submit User to complete the order. 

Cancel – will delete and cancel the full order

Add another user – Tick in Box, will open up a new order once the Submit User has been selected

Save Draft - Save a Draft of the order during and steps to continue and finish later.

Back – Go back to the previous step

Submit User – to complete this order and create user.

A confirmation message will be displayed to highlight that order is being progressed and to view the 

Event Log for confirmation

Standard Calling Search Spaces to apply to lines

Intl24HrsEnh-CSS-21 Unrestricted

Intl24HrsStd-CSS-22 Allows Everything except Premium Rate

Natl24HrsEnh-CSS-23 Allows Everything except International

Natl24HrsStd-CSS-24 Allows Everything except Premium Rate & International

Natl24HrsRst-CSS-25 Local Dialling Only (no mobile)

InternalOnly-CSS-26 Internal SLC + EXTN Only

Calling Search Spaces which restrict the Caller ID

CLIRIntl24HrsEnh-CSS-21R Unrestricted

CLIRIntl24HrsStd-CSS-22R Allows Everything except Premium Rate

CLIRNatl24HrsEnh-CSS-23R Allows Everything except International

CLIRNatl24HrsStd-CSS-24R Allows Everything except Premium Rate & International

CLIRNatl24HrsRst-CSS-25R Local Dialling Only (no mobile)

There are five main user Entitlement Profiles. These profiles determine the device type and features a user will have access to.

Note: Entitlement Profiles can be modified for all users as required e.g. change a user from a Voice User to an Anywhere User

• All Device types
• Single Number Reach (SNR)
• Up to 10 devices (Single IP SIP or SCCP Handset and up to a maximum of 10 devices e.g. PC, Laptop, IOS, Android). It can have all 10 devices as soft client and no Physical Device/Handset or 1 Physical Device and 9 soft clients
• Extension Mobility (dependent on phone type)
• Up to Full Jabber UC
• Free Unified Messaging/Voice Mail (It comes free for Anywhere user).
• Extension Mobility (Optional)
• Voice Mail/Unified Messaging – included

• Single Device (Either Physical device or Soft Client but not both)
• All Device types
• Single Number Reach (SNR)
• Full Jabber UC (soft client)
• Extension Mobility (dependent on phone type)
• Unified Messaging/Voice Mail – Chargeable optional item/will be charged separately

• Single Physical Device
• Limited to use with low end phone
• Single Number Reach (SNR)
• Extension Mobility (dependent on phone type)
• Unified Messaging/Voice Mail – Chargeable optional item/will be charged separately.

• Extension Mobility (Must have this feature)
• No Device (No Physical Device or Softphone) you choose device type to base the EM profile on when creating the User
• Voice Mail/Unified Messaging - Chargeable optional item/will be charged separately

• Single Physical Device
• Limited to use with low end phones (e.g. analogue and Cisco 3905)
• Unified Messaging/Voice Mail – Chargeable optional item/will be charged separately

As One Cloud Cisco administrator, you’re able to make changes to user accounts.

It could be that you want to switch their voicemail on or add a second line or even change a faulty phone device.


This guide will show you how to:

• Edit a usee account
• Activate voicemail for a sure (as an example)

Select and open the Users Hub to then enter your user search criteria. For example the users “Last Name’.

Select Search to gain your search results.

The icons in the Actions column enable you to move, edit and delete a user. 

Select the Edit icon

It will open up the user account and display all their current settings.

To make any edits, select the relevant step (in the left-hand side column) where you need to make your change or modification.

• Select Features
• Now, switch on the Voicemail then, select Configure Line.
• Select the number that the voicemail is associated to, then select Next
• Select Voicemail by clicking into the box to add a tick, then select Submit.
• From here you can select Summary.
• Select Submit User to confirm all changes.

From the OCC Self Service Portal: 

Select and open the Users Hub Tab 

• The Webex App will replace the Jabber Softphone

• This guide will show you how to convert any existing Jabber softphone users to have Webex App softphones

There are 6 steps to be completed in order:

For Local Users – You can modify user credentials if there are changes required

For AD Users – The users’ credentials can only be changed from your active directory applications

If you require to Change Locations or Move the user to another site – Use the Move User Action (not Edit) after you have converted the user to a Webex App

All Existing Devices and Services for the user will be displayed

Webex App Softphones can only be applied to Anywhere Licence Types

To convert an existing Jabber device to a new Webex App device: 

Select the Service Type – Select Anywhere Service type (if current allocation is different)

1. Enable Webex Services - Select the Webex On/Off switch

Important You cannot have both Jabber and Webex App softphones active on the profile at the same time. In this scenario we will add the new device types first, then remove the Jabber devices (this ensures that we do not lose the number allocation during the steps).

2. Add the Device Types

Select: Add Device button

Select: Soft Device: Webex App

Select a Device Application

Select from the options to add single device types for Mobile or CSF Desktop applications.

Or Select ‘All Devices’ to enable a profile for all device types.

Phone Button Template - If you require a multiple line profile, select the appropriate line type template (Only Valid for CSF device type).

Device Name – Auto Populated

The device types selected will be displayed

There will be a number of Red error messages:

• You cannot have both Jabber and Webex devices configured 
• You need to allocate the telephone number to the new Webex devices.

3. Configure the Lines 

 Do this step prior to deleting a Jabber device to keep any existing number associations

Select: Configure Line button

The list of spare numbers will display first

Select ‘Configured Only’ – Tick

Only the existing number for the user will be displayed

Select the Telephone Number

Select – Next

4. Allocate the Line to the Device and Service

Existing Device associations will also be visible

Select: Tick to associate the new device types

Select: Tick to allocate a service - Voicemail and/or Single Number Reach if required

Now remove any existing Jabber Devices:

To Remove the Jabber Device

• Click Delete next to the entry
• Click Confirm – Are you sure you want to Delete 

Edit or Delete any other existing devices 

e.g. a Physical Device if no longer required 

Configure Features

There are 2 possible features – these would already be active for the existing user (Change if necessary)

Single Number Reach – Allows simultaneous ringing of your telephone number at your physical device and at an alternative number – Mobile / Colleague / Home

Voicemail – Allows your calls to divert to Voicemail when the user is not available

If you allocated these to the line at Step 2 they will already be enabled.

If not, you can still allocate these now:

Click – to Switch on the service

Click – Configure Line to associate the service to the line number If you do not require either service:

Click - Switch Off

These will already be active for the existing user – change if necessary  

Telephone Directory Field –The number you want to be displayed in the Internal Phone Directory  

Class of Service - This determines the types of calls the user can make and where they are able to dial to, for example, local calls only, or National and Mobile Calls or International Calls.

Telephone Number Field

Default – The Users’ own number is auto enabled

Enter Your Own - You can type in another Telephone Number to mask that user for internal directory searches e.g. Executive & Assistant numbers

Class of Service – The site default will be auto selected.

Use the drop down list to change the options

- For example, local calls only, or National and Mobile Calls or International Calls.

Existing Users – You will only be presented with the Security options if:

They are a Local User and did not have any existing Jabber softphones active, or you enabled End User Self Care. Any user with an existing Jabber device will retain their current Jabber Password and PIN when converting to Webex App.

Security Step 5: If you are only converting from a Jabber User to a Webex App User, this step will not be valid. There is No Change to the existing users’ password or PIN..

Password & Pin – If Prompted:

Create a Password – Manually type in a default password

Generate a Password – Tick to have the system generate a password and send it to the user’s email address

PIN – Only valid if switching on Voicemail or Extension Mobility for the first time

Please Note

The End User will also need to use their email to register their account on the Webex Control Hub when first using the Webex App. The OCC password is for access to their telephony services account

Check the summary is correct

If need be, you can navigate back to any of the previous steps to make amendments by selecting the steps on the left-hand menu.

Select - Submit User

To submit the order

Click OK to complete the process

Navigate to the Event Log Tab to check for Order Success or any Order Failed Messages

Active Directory users remain in an 'Unassigned' or 'Default' state until allocated to a profile.

Select and open the Users Hub then, select Unassigned users list.

1. Type in the User ID in the search filed.
2. Click Search.
3. The User will be displayes, User Type = CUCM-LDAP Synced

Edit User Icon: Click the Edit Icon to Open up the 6 step Wizard to create the user profile.

It is now possible to Move a User to another site via the User Hub when changing Clusters and Divisions. There is certain criteria that will apply, and limitations across regional Clusters / and Divisional Clusters to be managed and supported.

1. Retain Physical Phone – Same Number (same regional Cluster)

2. New Physical Device – Same Number (same regional Cluster)

3. New Physical Device – New Number (different Cluster/Division)

4. Retain Softphone – Same Number (same regional Cluster)

5. Retain Softphone –New Number (different Cluster / Division)

If the physical phone needs to be retained and in-use at the existing site as a base phone (logged out phone), you must first allocate the existing device to another user or a new/dummy user, otherwise the existing device will be disconnected.

Select the User Hub tab

Navigate to the Division and the Site, listing the users at the site, or search for the specific user.

Use the Newly created Action Icon Move User, to start the move options.

A summary of the user details will be displayed, check the information for the user and select continue.

Check the device types already existing, and confirm if you want the user to retain the current devices to move with them to the new site, or if the device is to remain at the current site. If the phone is being retained and to remain live at the existing site, this must first be moved to another or new user at the existing site.

Click Continue

Select the New Division, then select the New site, Click Next

This will perform the checks on the availability of retaining devices and numbers within the cluster ranges

Device Selection:

Select the Tick Box to ‘Keep Old Physical Device’ to retain the current device and move with user to the new location.  

Untick to select a new device type and enter MAC address for new phone.

* *A message will be displayed if the base phone has a different telephone number from the user mobility profile. If you require the current physical device to remain active as a Base Phone, firstly re-allocate the device to a new user or dummy account.

Number Selection:

If the user is remaining within the same regional cluster and the existing number can be re-used the selection Tick will be pre-populated.

If you do not want to retain the existing telephone number, Un-tick, and Select a new number at the new site. Click Submit.

If you are moving across a cluster or to another division, you will be forced to select a new number.

Keep Old Number selection will be unavailable.

Select a new Number, if applicable continue to select additional lines. Click Submit.

A confirmation message will be displayed to highlight that order is being progressed and to view the Event Log for confirmation. Click – Ok to complete.

It is possible to move a Jabber only device to another site if this is required. There will be no selection to select the device type, just to either retain or select a new number.

Select the Move Icon

Chose the New Division and New Site Location, Click Next

Moving a Jabber only User to another location within the same regional cluster and division, the device type options will be unavailable as the profile type will remain the same. Click Next.

Keep old number will only be populated if moving within the same regional cluster.

Or Un-Tick and Select a new number from the available numbers list.

Click Continue.

Pop-up confirmation that the request is being placed.

Some Limitations of Move User criteria:

•  A user will be moved with all existing features and services 
• If changing device options example from a Fixed Device to a Jabber Only profile, make the changes first on the user via the Edit feature, before carrying out the Move Action. You can only move like for like service types and physical devices. 
• Any shared/linked lines will need to be removed first before moving the user 
• Any phones to be retained at the existing site, edit and remove the device, or allocate the device to another user at existing site 
• Continue any other changes after the user has moved – new Pick-up Groups / Hunts Groups etc

There are limited changes you can make to a MS Teams User on One Cloud Cisco.
This guide will show you how to:

• Change the User's Telephone Number (same site allocation)
• Change the class of Servvice allocated to the Teams user
• Convert a Cisco User to an MS Teams Only user
• Convert the Teams User back to a Hybrid Anywhere or Cisco Only Profile 

If you need to change the physical site location of the MS Teams User to allocate a new telephone number from another site range, you must first Delete the user and then Add as New User to the new site location.

• Any other edit changes to user's name, email address, MS Teams license type must be changed on the Active Directory Services for synchronisation to the One Cloud platform.
• If the user is a Hybrid Anywhere User with both Cisco Services and MS Teams License, further edit options of the Cisco Services will be possible. See associated Edit Cisco User guides for more details. 
• Converting a user from Cisco or Hybrid to an MS Teams only User can also be carries out via these Edit user steps. 

Select and open the Users Hub, then search for the existing user

Use the Actions - Edit Icon to Open, view and Modify the user. 

1. User Information 

All User Credential Details are populated from the AD system. 

You cannot change any details on this page. 

2. Service Type & Devices

There are 2 different Profiles associated with MS Teams Users:

• MS Teams-only: Single number Profile Only,
• Anywhere-MS Teams: Hybrid Cisco Device and MS Teams Profile 

Select a New Service Type from the drop-down to change the allocation: 

Convert an existing Cisco User to an MS Teams user

Convert an MT Teams User to a Hybring or Cisco only User:

• Anywhere-MSTeams : Hybrid User
• Anywhere/Other: Cisco Device Profile

3. Features

Changing a telephone number for a user with an MS Teams Only profile: 

• To change or allocate a new telephone number click - configure line
• To select a new Spare Number - change the selection to 'Free'
• Associate the new line to te MS Teams Enterprise Voice Profile and click submit

4. Telephone Number & Class of Service

This is where you associate the appropriate class of service or calling search space to the line. 

This determines the types of calls of the user can make and where they are able to dial to

For example, local calls only, or National and Mobile calls or International Calls. 

The class of service will auto-populate with the site Default

User the Drop-down list to change the selection 

5.  Security is not applicable for MS Teams Only Users

6. Summary

With the five steps complete, a full summary of the order will be displayed. 

Check the summary is correct

If need be, you can navigate back to any of the previous steps to make amendments by selection the steps on the left-hand menu. 

Select Submit User to complete the order. 

There are other tasks associated with creating MS Teams Users for One Cloud Cisco:

• The User must firstly be created on your Local Adctive DIrectory Server
• The User must have the associated Office 265 and MS Teams Licences enabled 

This guide will show you how to:

• Locate the new user profile created via Active Directory 
• Add the MS Teams Profile to the User
• Add the Telephony Number to the User 

Active Directory users remain in an 'Unassigned' or 'Default' state until allocated to a profile

• Select and open the Users Hub, then select 'Unassigned users' list
• Type in the User ID in the search field and click Seatch
• The User will be displayed, User Type - CUCM-LDAP synced

Enter the Division and Site

Use drop-down list to allocate the Regional Division and the Site the user will be aligned to. 

Select the Service Type

There are 2 different Profiles associated with MS Teams Users:

• MS Teams-Only: Single number profile
• Anywhere-MS Temas: Hybrid Cisco Device and MS Teams Profile

Select the MS Teams-Only Service Type from the drop down menu

There are mo other Cisco features configure for Team Only profiles 

MS Teams Enterprise Voice - Enabled 

To allocate the Telephone Number click Configure Line 

Select a required line. This is where you attach the line to the MS Teams Enterprise Voice profile. 

Select MS Teams Enterprise Voice and click Sumbit. 
 

This is where you associate the appropriate class of service or calling search space to the line.

This determined the types of calls the user can make and where they are able to dial to, for example, local calls only, or National and Mobile Calls, or International Calls.

The class of service will auto-populate with the site Default 

Security is not applicable for MS Teams Only Users

Check the summary is correct

If need be, you can navigate back to any of the previous steps to make amendments by selection the steps on the left-hand menu. 

Select Submit User to complete the order. 

This guide will show you how to delete users from OCC/OCM:

• Cease an MS Teams Only User
• Cease a Hubring Anywhere Teams
•  

Please note: If the user is Deleted from the Active Directory system first, this will remove all association after the next synchronisation. The user will be cease from OCC services and returned to the Unassigned Users List.

• Converting a user from Cisco Hybrid to an MS Teams Only User or vice versa can be carried out via the Edit User steps.
• If you need to change the physical site location of the MS Teams User to allocate a new telephone number from another site range, you must first cease the user and then Add as a New User to the new site location. 

Select and open the Users Hub, then search for the existing user.
Use the Action - Delete Icon to Open, View and Cease the user

Check the summary details are correct for the selected user. 

Select Delete User

A confirmation message will appear advising of the 28 days rental liability period that exists when ceasing users

A phone can be replaced with a new one by capturing the new phone details.

• From the Subscriber Management menu, select Phones. 
• Search for a phone using the available filter options and click on the phone that needs to be replaced. Click on the Replace Phone button in the Quick Actions menu. 
• Select the device type and enter the MAC address and click Submit.
• Details from the previous phone would be moved to the new device.

• From the Subscriber Management menu, select Lines. 
• Search for a line using the available filter options and click on the item that needs to be updated. Update the Alerting Name within the Directory Number Basic Information settings
  
  Description: Enter a description of the directory number.
  Alerting Name: This is the name that would appear on the device receiving a call from a user.
  ASCII Alerting Name: Same as Alerting Name field but limited to ASCII characters. 
  
  
• To save your changes, click Save on the top right of the window.

• From the Subscriber Management menu, select Phones. 
• Search for a phone using the available filter options and click on the line item that needs to be updated. 
• Scroll to the Lines window and select/expand the Directory Number. 
• To save your changes, click Save on the top right of the window.

• From the Subscriber Management menu, select Lines. 
• Search for a line using the available filter options and click on the item that needs to be updated. 
• Select the new Calling Search Space from the drop down menu.

A Calling Search Space comprises a selected group of partitions. As a collective group these partitions will then determine the routing characteristics of the Calling Search Space.

Please refer to the diagram below to understand the different partitions of a Calling Search Space.

•  Customer/Site code:
  CuXX3Si9: This part doesn’t directly relate to CSS naming conventions. It is a specific identifier or code used within your organisation and would be preset. 
  
  
• Optional features:
  FAC - Forced Authorization Codes, allows you to regulate the types of calls that certain users can place, forces the user to enter a valid authorisation code on the phone before the call completes. CLIR - Calling Line Identification Restriction, hides a callers ID. 
  
  
• Geographic/Regional call space:
  Intl: International
  Natl: National
  Mob: Mobile 
  
  
• Time of day:
  24hrs: 24 hours
  WorkHrs: Working hours 
  
  
• Rate/Permissions:
  Enh: Enhanced - additional features or privileges associated
  Rst: Restricted – restricted calling features or destinations
  Std: Standard – standard dialing rules and permissions 
  
  
• CSS code/identifier:
  Unique identifier for the CSS 

The table below has examples of Standard Calling Search Spaces, for a full breakdown please refer to the Calling Search Spaces guide.

Names Description

Cu3Si9-Intl24HrsEnh-CSS-21 Unrestricted

Cu3Si9-Intl24HrsStd-CSS-22 Allows Everything except Premium Rate

Cu3Si9-Natl24HrsEnh-CSS-23 Allows Everything except Internationa

Cu3Si9-Natl24HrsStd-CSS-24 Allows Everything except Premium Rate & International

Cu3Si9-Natl24HrsRst-CSS-25 Local Dialling Only (no mobile)

• From the Subscriber Management menu, select Lines. 
• Search for a line using the available filter options and click on the item that needs to be updated. 
• Scroll to Call Forwarded Information, in Call Forward No Answer Internal enter the desired duration of the ring tone in (seconds) in the Call Forward No Answer Duration field. 
• To save your changes, click Save on the top right of the window.

• From the Subscriber Management menu, select Phones. 
• Search for a phone using the available filter options and click on the line item that needs to be updated. 
• Scroll to the Phone window and select the required Softkey Template from the drop down. 
• To save your changes, click Save on the top right of the window.

• From the Subscriber Management menu, select Phones. 
• Search for a phone using the available filter options and click on the line item that needs to be updated. 
• Scroll to the Speed Dials window and select + to add a new speed dial. 
• Enter the directory number (Dirn) for the speed dial. 
  If the number is external, prefix with your external code. 
• Enter a Label. 
• To save your changes, click Save on the top right of the window.

• From the Subscriber Management menu, select Phones. 
• Search for a phone using the available filter options and click on the line item that needs to be updated. 
• In the Lines window, expand the line you want to configure. Change the Busy Trigger to 1. 
• To save your changes, click Save on the top right of the window.

1. Click on Features and then click on Subscriber Management from the side menu and choose Subscribers from the drop-down menu.

2. This will open a list of users, search using the filter, for example search a using their last name.

3. Click on the user to open their profile.

1. Following previous steps, click on the correct name to open user details.

2. This will open a box where you can change the extension mobility PIN and password for the end user.

3. To reset PIN, enter the new PIN in the Confirm PIN field.

4. Enter the new password in the Confirm Password field.

5. Click on Save to save your changes.

A Calling Search Space comprises a selected group of partitions. As a collective group these partitions will then determine the routing characteristics of the Calling Search Space.

Names Description

Cu3Si9-Intl24HrsEnh-CSS-21 Unrestricted

Cu3Si9-Intl24HrsStd-CSS-22 Allows Everything except Premium Rate

Cu3Si9-Natl24HrsEnh-CSS-23 Allows Everything except International

Cu3Si9-Natl24HrsStd-CSS-24 Allows Everything except Premium Rate & International

Cu3Si9-Natl24HrsRst-CSS-25 Local Dialling Only (no mobile)

Cu3Si9-InternalOnly-CSS-26 Internal SLC + EXTN Only

Names Description

Cu3Si9-IntlWorkHrsEnh-CSS-21W Unrestricted - 08:00-18:00

Cu3Si9-IntlWorkHrsStd-CSS-22W Allows Everything except Premium Rate - 08:00-18:00

Cu3Si9-NatlWorkHrsEnh-CSS-23W Allows Everything except International - 08:00-18:00

Cu3Si9-NatlWorkHrsStd-CSS-24W Allows Everything except Premium Rate & International - 08:00-18:00

Cu3Si9-NatlWorkHrsRst-CSS-25W Local Dialling Only (no mobile) - 08:00-18:00

Cu3Si9-IntlExtHrsEnh-CSS-21E Unrestricted - 07:00-20:00

Cu3Si9-IntlExtHrsStd-CSS-22E Allows Everything except Premium Rate - 07:00-20:00

Cu3Si9-NatlExtHrsEnh-CSS-23E Allows Everything except International - 07:00-20:00

Cu3Si9-NatlExtHrsStd-CSS-24E Allows Everything except Premium Rate & International - 07:00-20:00

Cu3Si9-NatlExtHrsRst-CSS-25E Local Dialling Only (no mobile) - 07:00-20:00

Names Description

Cu3Si9-CLIRIntl24HrsEnh-CSS-21R Unrestricted

Cu3Si9-CLIRIntl24HrsStd-CSS-22R Allows Everything except Premium Rate

Cu3Si9-CLIRNatl24HrsEnh-CSS-23R Allows Everything except International

Cu3Si9-CLIRNatl24HrsStd-CSS-24R Allows Everything except Premium Rate & International

Cu3Si9-CLIRNatl24HrsRst-CSS-25R Local Dialling Only (no mobile)

Names Description

Cu3Si9-CLIRIntlWorkHrsEnh-CSS-21WR Unrestricted - 08:00-18:00

Cu3Si9-CLIRIntlWorkHrsStd-CSS-22WR Allows Everything except Premium Rate - 08:00-18:00

Cu3Si9-CLIRNatlWorkHrsEnh-CSS-23WR Allows Everything except International - 08:00-18:00

Cu3Si9-CLIRNatlWorkHrsStd-CSS-24WR Allows Everything except Premium Rate & International - 08:00-18:00

Cu3Si9-CLIRNatlWorkHrsRst-CSS-25WR Local Dialling Only (no mobile) - 08:00-18:00

Cu3Si9-CLIRIntlExtHrsEnh-CSS-21ER Unrestricted - 07:00-20:00

Cu3Si9-CLIRIntlExtHrsStd-CSS-22ER Allows Everything except Premium Rate - 07:00-20:00

Cu3Si9-CLIRNatlExtHrsEnh-CSS-23ER Allows Everything except International - 07:00-20:00

Cu3Si9-CLIRNatlExtHrsStd-CSS-24ER Allows Everything except Premium Rate & International - 07:00-20:00

Cu3Si9-CLIRNatlExtHrsRst-CSS-25ER Local Dialling Only (no mobile) - 07:00-20:0

Names Description

Cu3Si9-FAC-Intl24HrsEnh-CSS-51 Unrestricted

Cu3Si9-FAC-Intl24HrsStd-CSS-52 Allows Everything except Premium Rate

Cu3Si9-FAC-Natl24HrsEnh-CSS-53 Allows Everything except International

Cu3Si9-FAC-Natl24HrsRst-CSS-54 National only (no mobile)

Cu3Si9-FAC-Local24hrsStd-CSS-56 Local Dialling Only (no mobile)

Names Description

Cu3Si9-FAC-CLIRIntl24HrsEnh-CSS-51R Unrestricted

Cu3Si9-FAC-CLIRIntl24HrsStd-CSS-52R Allows Everything except Premium

Rate

Cu3Si9-FAC-CLIRNatl24HrsEnh-CSS-53R Allows Everything except International

Cu3Si9-FAC-CLIRNatl24HrsRst-CSS-54R National only (no mobile)

Cu3Si9-FAC-CLIRLocal24hrsStd-CSS56R

Local Dialling Only (no mobile)

Names Description

Cu3Si9-CF-Intl24HrsStd-CSS-32 Allows Everything except Premium Rate

Cu3Si9-CF-Natl24HrsStd-CSS-34 Allows Everything except Premium Rate & International

Cu3Si9-CF-Natl24HrsRst-CSS-35 National (no mobile)

Cu3Si9-CF-Internal-Only-CSS-36 Internal SLC + EXTN Only

Names Description

Cu3Si9-CF-CLIRIntl24HrsStd-CSS-42 Allows Everything except Premium Rate

Cu3Si9-CF-CLIRNatl24HrsStd-CSS-44 Allows Everything except Premium Rate & International

Cu3Si9-CF-CLIRNatl24HrsRst-CSS-45 National (no mobile)

There are five main user Entitlement Profiles. These profiles determine the device type and features a user will have access to.

Note: Entitlement Profiles can be modified for all users as required e.g. change a user from a Voice User to an Anywhere User.

• All Device types. 
• Single Number Reach (SNR). 
• Up to 10 devices (Single IP SIP or SCCP Handset and up to a maximum of 10 devices e.g. PC, Laptop, IOS, Android). It can have all 10 devices as soft client and no Physical Device/Handset or 1 Physical Device and 9 soft clients. 
• Extension Mobility (dependent on phone type). 
• Up to Full Jabber UC. 
• Free Unified Messaging/Voice Mail (It comes free for Anywhere user).  
• Extension Mobility (Optional). 
• Voice Mail/Unified Messaging – included.

• Single Device (Either Physical device or Soft Client but not both). 
• All Device types. 
• Single Number Reach (SNR). 
• Full Jabber UC (soft client). 
• Extension Mobility (dependent on phone type). 
• Unified Messaging/Voice Mail – Chargeable optional item/will be charged separately.

• Single Physical Device. 
• Limited to use with low end phone. 
• Single Number Reach (SNR). 
• Extension Mobility (dependent on phone type). 
• Unified Messaging/Voice Mail – Chargeable optional item/will be charged separately.

• Extension Mobility (Must have this feature). 
• No Device (No Physical Device or Softphone) you choose device type to base the EM profile on when creating the User. 
• Voice Mail/Unified Messaging - Chargeable optional item/will be charged separately.

• Single Physical Device. 
• Limited to use with low end phones (e.g. analogue and Cisco 3905). 
• Unified Messaging/Voice Mail – Chargeable optional item/will be charged separately.

• In the OCC Selfcare portal, click on the Features tab. From the Subscriber Management menu, select Users. 
  
  
• Search for a user using the available filter options and click on the line that needs to be updated. 
  
  
• Scroll to the Phone window and select the required Softkey Template from the drop down. 
  
  
• To save your changes, click Save on the top right of the window.

This feature allows a group of extensions to be accessed by a single directory number (DN) known as a Hunt Pilot.

Calls can then be distributed to the extensions in various configurations and forwarded from one to another on no answer, busy or not available.

There are three steps required to configure a hunt group:

1. Create a Line Group which contains the group members and also determines the distribution method for the group.

2. Create a Hunt List - this associates the line group and the hunt plot.

3. Create a Hunt Pilot which is the number dialled to reach the hunt group.

In this guide you be able to:

• Create a Line Group / Hunt List / Hunt Pilot.

• Set up queuing. • Delete a Hunt Group.

The creation and edits will be made within the VOSS portal. To access the portal click on the Features tab in the Users Hub.

You can view Hunt Groups for a particular site by selecting the site from the Options list at the top of the page. Alternatively, you can use the filter option to search for a specific site.

Hunt Groups can only be built at site level.

• Select Subscriber Management and then Hunt Groups – cross site
• Select + to Add a Hunt Group

Note, complete these fields in this order:

1. Hunt Group Members

2. Hunt List

3. Base Details

Hunt Group Members

Click on the + to add a Line Group and complete the fields described below.

Line Group Name

Enter a meaningful name for the line group.

RNA Reversion Timeout

The number of seconds a hunt group call with ring on a hunt group member’s phone before moving to the next member if the call is not answered. The RNA reversion timeout applies at the line group level to all members.

Distribution Algorithm

• Top Down
  Hunting starts from the first DN in the list to the last until an idle extension is found. 
• Circular
  Hunting starts at the first free extension after the last extension used therefore distributing calls evenly amongst the members of the group. 
• Longest Idle
  Calls are distributed to idle members starting from the longest idle member to the least idle member of a line group. 
• Broadcast
  Calls ring the phones of all available line group members simultaneously. 
   

Hunt Options No Answer

When a call is distributed to a member of a line group that doesn’t answer, choose a hunt option from the drop-down list.

Automatically Logout Hunt Member on No Answer

Administrators can choose whether hunt group members remain logged in if they did not answer a hunt group call. If this box is checked then hunt group members require a HLog key on their phone to enable them to log back into the hunt group.

Hunt Options Busy
When a call is distributed to a member of a line group that is busy, choose a hunt option from the drop-down list.

Hunt Options Not Available

When a call is distributed to a member of a line group that is not available, choose a hunt option from the drop-down list. Not available occurs when none of the numbers associated with the DN are registered, when extension mobility is in use or the DN/user isn’t logged in.

Note, when a member of a Hunt Group has Call Forward activated, they will not receive Hunt Group Calls, however if a member has SNR activated then Hunt Group calls will also be delivered to the Remote Destination.

• Select the + to add line group members. 
• Select the Direct Number of the hunt group member from the drop-down list, this will automatically populate the Route Partition Name. 
• Position: If you are creating a Top-Down Hunt Group this will enable you to specify the hunting order of the line group members.

In the Hunt List window, complete the following fields.

Description

Enter a meaningful name for the hunt list.

Cisco Unified Communications Manager Group

Select the appropriate group from the list.

Enable this Hunt List

Ensure this is checked however it is normally checked by default.

For Voice Mail Usage

Leave unchecked. This box is only used for voice mail port configuration.

In the Base Details window, complete the following:

Hunt Pilot Pattern

Enter a meaningful name for the hunt list.

Route Partition Enter a description.

Description Enter a description for the hunt pilot.

Hunt List

Enter the pickup group of the line group members to enable hunt group members to answer hunt group calls ringing at other extensions in their group.

Alerting Name Enter the name of the hunt group. This will enable hunt group members to identify calls to the hunt group as opposed to calls to their own extension.

Provide Outside Dial Tone

Uncheck this box.

Maximum Hunt Timer

Enter a value in seconds that specifies the maximum time for hunting. If left blank the default timer is applied which is 1800 seconds. When the timer expires calls will be sent to the destination specified in the hunt call treatment settings described below.

Forward Hunt No Answer Action 

Select the relevant option from the drop-down: Do Not Forward Unanswered Calls Use Forward Settings of Device that Forwarded to Hunt Pilot Forward Unanswered Calls to Destination

CFNA Destination Enter the destination to forward hunt group calls on no answer.

CSS CFNA

Select the appropriate Call Forward (CF) Calling Search Space for the destination number.

Maximum Hunt Timer

Enter a value in seconds that specifies the maximum time for hunting. If left blank the default timer is applied which is 1800 seconds. When the timer expires calls will be sent to the destination specified in the hunt call treatment settings described below.

Forward Hunt Busy Action

Select the relevant option from the drop-down: Do Not Forward Busy Calls Use Forward Settings of Device that Forwarded to Hunt Pilot Forward Busy Calls to Destination

CFB Destination

Enter the destination to forward hunt group calls on busy.

CSS CFB

Select the appropriate Call Forward (CF) Calling Search Space for the destination number.

Maximum Hunt Timer

Enter a value in seconds that specifies the maximum time for hunting. If left blank the default timer is applied which is 1800 seconds. When the timer expires calls will be sent to the destination specified in the hunt call treatment settings described below

If Hunt Group queuing is enabled, you do not need to configure the forwarding options previously described.

Call queuing enables callers to be held in a queue until a hunt group member becomes available to answer the call.

Callers in a queue hear an initial greeting announcement followed by music on hold.

If a caller remains in the queue for a period of time a secondary announcement is played at specific intervals until a call is answered.

To configure Queuing, place a tick in Queue Calls

Network Hold MOH Source & Announcements

Determines the music on hold options. Select from the drop-down list. Note – custom MoH must already be uploaded and configured by BT

Maximum Number of Callers Allowed in Queue

Enter a number between 1-100.

Queue Full Destination

Enter a destination to forward the calls to if the queue is full. If this field isn’t configured, calls will be disconnected.

Full Queue Calling Search Space

Select the appropriate Call Forward (CF) calling search space for the queue full destination number.

Maximum Wait Time in Queue

Enter the required maximum wait time in seconds (10-3600). Default is 900.

Maximum Wait Time Destination

Enter a destination to forward the calls to when the maximum wait time is reached.

Maximum Wait Time Calling Search Space

Select the appropriate Call Forward (CF) calling search space for the maximum wait time destination number.

No Hunt Members Answer/Available Destination

Allows calls to be routed to a secondary destination when no line members are logged on or registered.

No Hunt Members Answer/Available Calling Search Space

Lists all the CSS available on the system. This is used when No Hunt Members Answer/Available Destination is configured.

Select Subscriber Management and then Hunt Groups – cross site

You can search for a Hunt Group using the available filter options.

Check the box against the Hunt Group you wish to delete then select Delete.

Call Pickup and Group Call Pickup are features which allow a user to answer a call ringing on another user’s phone within their group. Call Pickup enables users to answer calls within their own group.

Group Call Pickup enables users to answer calls within their own group or in other groups. Users dial the appropriate call Pickup Group number when activating the feature from their phone.

In this guide you be able to: 

• View existing Pickup Groups. 
• Add a new Pickup Group. 
• Pickup Group line management. 
• Delete a call pick up group. 

The creation and edits will be made within the VOSS portal. To access the portal, click on the Features tab in the Users Hub

From the menu select Subscribers > Call Pickup Groups.

You can view Pickup Groups for a particular site by selecting the site from the Options list at the top of the page.

Alternatively, you can use the filter options to search for a specific Pickup Group. In this example, in the Description field, we filtered for BT.

You can add a Pickup Group by selecting the network device from the list. Please note that you can only build Call Pickup Groups at site level. Complete the fields described in the table below.

Description

Enter a description for the Pickup Group.

Call Pickup Group

Number Select a directory number for the Pickup Group from the drop-down list. Do not use a number in your PSTN Direct Dial range

Route Partition Name

Select the Feature-PT partition.

Pickup Notification

You can configure audio and/or visual notification to pick-up group members that a call is available for pickup. Select the type of alert from the drop-down list.

Pickup Notification Timer If this box is checked the calling party’s number will be displayed in the box on the phone which picks up the call.

Calling Party Info

If this box is checked the calling party’s information will be displayed in the box on the phone which picks up the call.

Called Party Info

If this box is checked the called party’s number will be displayed in the box on the phone which picks up the call.

Note, where you have Parent & Child Sites you will not see or be able to add/remove Member Lines here, see section on Pickup Group Lines.

Line: Select the Directory Number of the Pickup Group member from the drop-down list.

Select the + to add a member.

Enter the Directory Number or choose from the drop-down.

The Route Partition should auto populate, if not, choose the Route Partition that the number belongs to.

Select the + to add more members.

When you have completed the required fields select Save.

The transaction will be sent for processing and a message will be displayed briefly on the screen to confirm if the transaction has been successful.

In a Parent/Child site scenario the Pickup Group must be created on the Parent site and the member lines are added under Pickup Group Lines.

Once you have created a Pickup Group or wish to amend an existing group to add/remove members, select Subscriber Management > Pickup Group Lines.

Select the appropriate site from the Hierarchy drop down list. Then select OK.

Select the required group either by Pick Up group number or Pick Up group name.

The Member Lines drop down shows the existing Pickup Group members.

To add a new member tick, Add line to Group, enter required number in New Member Line box or select a number from drop-down list. Select Save.

To remove a number from a Pickup Group, select the number from Member Lines drop down and tick Delete line from group & select Save.

Call Pickup Groups must be associated if users wish to use Directed Call pickup or Other Call Pickup (oPickup) to answer calls ringing in other groups.

This feature can be configured under the Call Pickup Group. Please note that a softkey template with oPickup is required to use the Other Call Pickup feature.

At the bottom of each Call Pickup Group page, you will see a box similar to the example below.

To associate your Pickup Group with another group select the + at the top of the page to open another box.

Choose the Pickup Group you wish to associate from the drop-down list and enter a Priority of 2 so that if a user presses Call Pickup they will only answer calls ringing in their own group and if they press oPickup they will answer calls ringing in the associated group.

Note: Up to 10 Pickup Groups can be associated

Select Subscriber Management > Call Pickup Groups.

Check the box to the left of the group you want to delete then select Delete.

Auto Attendant is an overarching service that caters for the provisioning, configuration and management of Call Handlers, Greetings, Schedules and related dial plan components. Each section within the Auto Attendant can be broken down into three parts Call Handler, Manage Greetings Files, and Schedules.

BTs Best practice is to configure or Add in this order and to follow the steps in order of the document:

1. Create a Holiday Schedule.

2. Add Opening Hours Schedule.

3. Greetings.

4. Create Call Handler to select correct schedule.

However, if only specific items need amending go to the contents page and select an item.

The Naming convention should follow the below standards. This is for both ease of searching the Auto Attendants, and for potential fault finding.

Example/s:  

•  AA_SiteName_Main (This will correspond to the main site or pilot number). 
• AA_SiteName_Call_fwd_to_greeting (This will correspond to the forward rule to the greeting created). 
• AA_SiteName_Call_fwd_to_VM (This corresponds to forward voicemail on the same voicemail (Unity) cluster).

As a One Cloud Cisco Administrator, you’re able to make changes to the created Auto Attendant as per initially created order to BT. It is advised that any amendments or changes to existing Auto Attendant features should be copied or made note of first before amending.

If you have any questions please seek advise from BT.

• Create and manage schedules 
• Basics of Call Handler/s and Caller input 
• Manage Greetings 

Configurations that cannot be changed by the Administrator and require BT intervention are:

•  Change Pilot Numbers 
• Add or remove Call Handlers.

In the OCC Self Service Portal page. Select and open the Features tab , then select Customer Services. Then select Auto Attendant.

The below is an example setup of Auto Attendant on the OCC Platform. Please note depending on the order placed to BT it may differ.

If you need to View or Edit your Call Handler, Manage Greeting Files, or Schedules find them and click to view as per example below.

Please note. There will be parts that are greyed out and can only be viewed and cannot be edited and are only accessible by BT and you will need to contact to discuss.

Call Handler

Click to view and edit where applicable. For example, change your Transfer Rules.

Manage Greeting Files

Click to view and edit where applicable. For example, remove and add another Greeting File.

Schedules

Click to view and edit where applicable. For example, amend your Open Hours Schedule. Then change the times or date of the schedule

Be sure that when you are creating the schedule that the Hierarchy is at the correct level either at Site level or Customer level.

Regional or country specific holidays are created at the site level. If created at Customer level, you can select and use the schedule at multiple sites. However, be sure to have clear descriptions if you are.

Select Schedules and select, Add

Depending on the Hierarchy set, or your preference you will be presented at Division level. You may the option to Add at Site or Customer level instead.

Create a Holiday Schedule and amend

Create a Schedule Display Name, this will be the name of the schedule for your holiday/s.

For the Scheduled Display Name. Be sure to follow the naming convention. AA_. As mentioned in the introduction.

Network Device List will correspond to the various regions the organisation has around the world. For example, EMEA or APAC then you would set the Network Device List to the corresponding cluster the Auto Attendant will be built by. If you only have one cluster, then this option will be greyed out and it will be at particular site.

Once you have created a name for your Schedule Display Name.

Be sure to tick Is Holiday, this will change to Holiday Details, click the + icon next to it to enter your holiday.

If the holiday is just one day, make sure that you tick End of Day.

To add further holidays, click the plus + on the first created schedule to add more. Also if you wish to remove a holiday click the bin/delete to remove

Once completed click the Save icon on the top right.

To remove a schedule, go to Schedules. If there are a number of Schedules created, use the filter feature to find the schedule or scroll through the list. Place a tick in the schedule you wish to delete and click Delete

Click on the Call Hander you wish to configure.

Below are the options that are available in the created Call Handler. Click on the name for a more detailed description. 

• Call Handler Basics shows Pilot, Time Zone, Schedule, Phone System, Language, Partition Name and Call Handler Owner. 
• Transfer Rules enable or disable the required transfer rules. Note that the Standard transfer rule can not be disabled. 
• Caller Input edit the caller input, to configure user key input on keypad. 
• Greetings what the user will hear from keypad press. 
• Record/Playback configure the greeting that you want to record and playback on the chosen extension. 
• Upload Greeting choose the greeting file (.wav) to upload to the call handler.

• Time zone: Change the Time Zone the Handler is operating in. use the drop-down option to change if required. • 
• Schedule: This will be the one created for the handler. • 
• Phone System: This will be the default switch/phone system to use for the transfers. • 
• Language: This can be changed to the Windows Locale ID (LICID) which identifies the language that the Cisco Unity Connection plays the handler system prompts. • 
• Call Handler Owner: This is the alias of the Cisco Unity Connection User to associate to the owner list of this Call Handler if applicable. Click the + icon to type/search for the name. 

Save if any changes have been made to any option, be sure to click Save on the top right

Transfer rules are setup on the system by default. These three below are fixed (i.e., may not add/delete rules) but can be enabled or disabled. Note that the Standard transfer rule cannot be disabled. Best practise is to use the Standard option and not Alternative or Off Hours for basic setup.

Standard: Tick Enabled to apply the rule for the Transfer Call To option. This can be either a standard Greeting or to an Extension or URI in the drop-down. For example, using a Hunt-group in the Transfer Call To an Extension or URI.

Transfer Type you can Release to Switch or Supervise Transfer. Release to Switch will send the call straight to the Hunt pilot number. Supervise Transfer, the system will say an automated message, until it is picked up.

Alternative: If there is a requirement in an emergency for Alternative this can be set to overrule the Standard rules as a temporary measure. But be sure once the alternative or emergency has cleared, untick the Alternative option and save to revert to normal setup. 

For the Transfer Type you can Release to Switch or Supervise Transfer.

Enter the Extension to divert OR go to choose Greeting. In the example it is going to an alternative extension.

Release to Switch will send the call straight to the Hunt pilot number.

Supervise Transfer, the system will say an automated message, until it is picked up.

Save if any changes have been made to any option, be sure to click Save on the top right

The caller input section defines what button the user must press to get to a particular department or person. This will correspond to the Greeting that has been recorded/uploaded to the system. The configurable keys go from *, #, to 0-9.

Select each key to configure:

• Touchtone Key: The configurable key that has been chosen. 
• Ignore Additional Input (Locked): Unticked user to interface with the key press for input. If it is ticked, then the input subsequent from the user will be ignored. 
• Action: This will determine what the key press will do. For example, Transfer to Alternate Contact Number this will send the caller to a particular number or Hunt-group. 
• Extension or URI: This will be the number the call will be sent to. 
• Description: This is the description of what the Touchtone Key does for this option. 
• Transfer Type: Release to Switch or Supervised Transfer.

Save if any changes have been made to any option, be sure to click Save on the top right.

This section defines what your organisation would want in the specific greetings on the Auto Attendant.

Standard Enabled: Greeting which will correspond to the open hours to be configured.

Off Hours Enabled: Greeting which will correspond to the closed hours to be configured.

Alternative Enabled: Greeting which will correspond to the Alternative or emergency

Click on your created Call Hander you wish to configure, within Greetings select Standard Enabled.

• Enabled: This must be ticked to turn the feature on. 
• Callers Hear: This will be My Personal Recording which is the organisation’s set welcome message, and caller inputs. Or can be System Default or Nothing. If set to My Personal Recording, make sure Play the Record your Message at the Tone is unticked. 
• Delay between Re-prompt Caller: This is default set at two seconds. 
• After Greeting: How the call should be handled by the system. 
• Transfer/Greeting: Attempt Transfer to transfer the call. Or Greeting. 
• Call Handler: This Is the specific Handler it will go to for in hours. 

Below is an example for a Basic standard hours greeting.

• Callers Hear: This would be ‘My Personal Recording’. The greeting you have made.
  Make sure any tick boxes are unchecked (highlighted in red).
  In this example we will transfer to a destination phone number. 
• Transfer Rules demonstrates how to setup the destination phone number it will transfer to. 
• After Greeting: This will go to the ‘Call Handler’. 
• Transfer / Greeting: This should be set to Attempt Transfer. Set if a user does NOT input any key presses and goes to another Extension. The Extension is set in the Transfer Rules tab on the call Handler under Standard. See Transfer Rule section in the guide. 
• Call Handler: This should be set to your Main Call Handler. 

Save if any changes have been made to any option, be sure to click Save on the top right

Click on your created Call Hander you wish to configure, within the Greetings option select Off Hours Enabled. 

• Enabled: This must be ticked to turn the feature on. 
• Callers Hear: This will be My Personal Recording which is the organisation’s set welcome message, and caller inputs. Or can be System Default or Nothing. 
• Delay between Re-prompt Caller: This is default set at two seconds. 
• After Greeting: How the call should be handled by the system. 
• Transfer / Greeting: Attempt Transfer to transfer the call or Greeting. 
• Call Handler: This Is the specific Handler it will go to for out of hours. 

Be sure to follow the example below for a Basic off hour greeting that transfers off to another Call Handler.
• Caller Hear: This would be ‘My Personal Recording’. The greeting you recorded.
  Make sure any tick boxes are unchecked. In this example we will transfer to another call handler. 
• After Greeting: This will go to the ‘Call Handler’.  
• Transfer/ Greeting: This should be set to ‘Call’ 
• Call Handler: This should be set to your Out Of Hours Call Handler. 

Save if any changes have been made to any option, be sure to click Save on the top right