Immediate Divert

Immediate Divert Overview

The Immediate Divert feature is a Unified Communications Manager supplementary service that allows you to immediately divert a call to a voicemail system. When Immediate Divert diverts a call, the line becomes available to make or receive new calls. Access the Immediate Divert feature by using the iDivert or Divert softkey on the IP phone.

Immediate Divert provides the following functions:

  • Diverts a call to a voicemail system in the following manner:

    • Legacy iDivert diverts the call to the voice mailbox of the party that invokes the iDivert feature.

    • Enhanced iDivert diverts the call to either the voice mailbox of the party that invokes the iDivert feature or to the voice mailbox of the original called party.

  • Diverts inbound calls that are in the Call Offering, Call on Hold, or Call Active states.

  • Diverts outbound calls in the Call Active or Call on Hold states.


Note
Although the Immediate Divert feature is not available to CTI applications, a CTI redirect operation exists that performs the same function as Immediate Divert. Application developers can use the CTI redirect operation to accomplish Immediate Divert.

Immediate Divert Prerequisites

  • You must configure the voicemail profiles and hunt pilots.

    For information on how to configure voicemail profiles and hunt pilots, see System Configuration Guide for Cisco Unified Communications Manager

  • The following devices support Immediate Divert:

    • Voice-messaging systems such as Cisco Unity Connection that use the Skinny Client Control Protocol (SCCP).

    • QSIG devices (QSIG-enabled H.323 devices, MGCP PRI QSIG T1 gateways, and MGCP PRI QSIG E1 gateways), depending on the setting of the Use Legacy Immediate Divert and Allow QSIG During iDivert clusterwide service parameters.

    • The following table lists the phones that use the Divert or iDivert softkey.

      Table 1. Cisco Unified IP Phones That Use Immediate Divert Softkeys
      Cisco Unified IP Phone Model Divert Softkey iDivert Softkey

      What to configure in softkey template

      Cisco Unified IP Phone 6900 Series (except 6901 and 6911)

      X

      iDivert

      Cisco Unified IP Phone 7900 Series

      X

      iDivert

      Cisco Unified IP Phone 8900 Series

      X

      Configured by default

      Cisco Unified IP Phone 9900 Series

      X

      Configured by default


Note

Cisco Unified IP Phones 8900 and 9900 series have the Divert softkey assigned by default.

Immediate Divert Configuration Task Flow

Before you begin

Procedure

  Command or Action Purpose

Step 1

Configure Immediate Divert Service Parameters

Configure the service parameters to enable Immediate Divert across various devices and applications.

Step 2

Configure a Softkey Template for Immediate Divert

Create and configure a softkey template and add the iDivert softkey to that template.

Step 3

To Associate a Softkey Template with a Common Device Configuration, complete the following subtasks:

Optional. To make the softkey template available to phones, you must complete either this step or the following step. Follow this step if your system uses a Common Device Configuration to apply configuration options to phones.

This is the most commonly used method for making a softkey template available to phones.

Step 4

Associate a Softkey Template with a Phone

Optional. Use this procedure either as an alternative to associating the softkey template with the Common Device Configuration, or in conjunction with the Common Device Configuration. Use this procedure in conjunction with the Common Device Configuration if you need assign a softkey template that overrides the assignment in the Common Device Configuration or any other default softkey assignment.

Configure Immediate Divert Service Parameters

Procedure

Step 1

From Cisco Unified CM Administration, choose System > Service Parameters.

Step 2

From the Server drop-down list, choose the server that is running the Cisco CallManager service.

Step 3

From the Service drop-down list, choose Cisco CallManager.

Step 4

Configure the relevant service parameters and click Save.

Table 2. Service Parameter Fields for Immediate Divert
Field Description

Call Park Display Timer

Enter a number from 0 to 100 (inclusive) to control the timer for the Immediate Divert text display on the IP phones. Set this timer for the server or for each server in a cluster that has the Cisco CallManager service and Immediate Divert configured. The default value for this service parameter is 10 seconds.

Use Legacy Immediate Divert

Select one of the following options from the drop-down list:

  • True—The user that invokes the iDivert feature can divert an incoming call only to his own voice mailbox. This is the default setting.

  • False—Immediate Divert allows diversion of an incoming call to either the voice mailbox of the original called party or to the voice mailbox of the user that invokes the iDivert feature.

Allow QSIG During iDivert

Select one of the following options from the drop-down list:

  • True—Immediate Divert diverts calls to voicemail systems that can be reached over QSIG, SIP, and QSIG-enabled H.323 devices.

  • False—Immediate Divert does not support access to voicemail systems over QSIG or SIP trunks. This is the default setting.

Immediate Divert User Response Timer

Enter a number from 5 to 30 (inclusive) to determine the time given to the iDivert softkey user to choose the party to whom to divert a call. If the user does not choose a party, the call remains connected. The default value for this service parameter is 5 seconds.

Configure a Softkey Template for Immediate Divert

To divert incoming calls or outgoing calls, configure a softkey template and assign the iDivert softkey to that template. You can configure the iDivert softkey in the following call states:

  • Connected

  • On hold

  • Ring in

Immediate Divert supports the following call states:

  • For incoming calls:

    • Call offering (shown as Ring In on the softkey template).

    • Call on hold

    • Call active

  • For outgoing calls:

    • Call on hold

    • Call active

Procedure

Step 1

From Cisco Unified CM Administration, choose Device > Device Settings > Softkey Template.

Step 2

Perform the following steps to create a new softkey template; otherwise, proceed to the next step.

  1. Click Add New.

  2. Select a default template and click Copy.

  3. Enter a new name for the template in the Softkey Template Name field.

  4. Click Save.

Step 3

Perform the following steps to add softkeys to an existing template.

  1. Click Find and enter the search criteria.

  2. Select the required existing template.

Step 4

Check the Default Softkey Template check box to designate this softkey template as the default softkey template.

Note

 

If you designate a softkey template as the default softkey template, you cannot delete it unless you first remove the default designation.

Step 5

Choose Configure Softkey Layout from the Related Links drop-down list in the upper right corner and click Go.

Step 6

From the Select a Call State to Configure drop-down list, choose the call state for which you want the softkey to display.

Step 7

From the Unselected Softkeys list, choose the softkey to add and click the right arrow to move the softkey to the Selected Softkeys list. Use the up and down arrows to change the position of the new softkey.

Step 8

Repeat the previous step to display the softkey in additional call states.

Step 9

Click Save.

Step 10

Perform one of the following tasks:

  • Click Apply Config if you modified a template that is already associated with devices to restart the devices.
  • If you created a new softkey template, associate the template with the devices and then restart them. For more information, see Add a Softkey Template to a Common Device Configuration and Associate a Softkey Template with a Phone sections.

Associate a Softkey Template with a Common Device Configuration

Optional. There are two ways to associate a softkey template with a phone:

  • Add the softkey template to the Phone Configuration.

  • Add the softkey template to the Common Device Configuration.

The procedures in this section describe how to associate the softkey template with a Common Device Configuration. Follow these procedures if your system uses a Common Device Configuration to apply configuration options to phones. This is the most commonly used method for making a softkey template available to phones.

To use the alternative method, see Associate a Softkey Template with a Phone

Procedure

  Command or Action Purpose

Step 1

Add a Softkey Template to the Common Device Configuration

Step 2

Associate a Common Device Configuration with a Phone

Add a Softkey Template to the Common Device Configuration

Procedure

Step 1

From Cisco Unified CM Administration, choose Device > Device Settings > Common Device Configuration.

Step 2

Perform the following steps to create a new Common Device Configuration and associate the softkey template with it; otherwise, proceed to the next step.

  1. Click Add New.

  2. Enter a name for the Common Device Configuration in the Name field.

  3. Click Save.

Step 3

Perform the following steps to add the softkey template to an existing Common Device Configuration.

  1. Click Find and enter the search criteria.

  2. Click an existing Common Device Configuration.

Step 4

In the Softkey Template drop-down list, choose the softkey template that contains the softkey that you want to make available.

Step 5

Click Save.

Step 6

Perform one of the following tasks:

  • If you modified a Common Device Configuration that is already associated with devices, click Apply Config to restart the devices.
  • If you created a new Common Device Configuration, associate the configuration with devices and then restart them.

Associate a Common Device Configuration with a Phone

Procedure

Step 1

From Cisco Unified CM Administration, choose Device > Phone.

Step 2

Click Find and select the phone device to add the softkey template.

Step 3

From the Common Device Configuration drop-down list, choose the common device configuration that contains the new softkey template.

Step 4

Click Save.

Step 5

Click Reset to update the phone settings.

Associate a Softkey Template with a Phone

Optional. Use this procedure as an alternative to associating the softkey template with the Common Device Configuration. This procedure also works in conjunction with the Common Device Configuration. You can use it when you need to assign a softkey template that overrides the assignment in the Common Device Configuration or any other default softkey assignment.

Before you begin

Configure a Softkey Template for Immediate Divert

Procedure

Step 1

From Cisco Unified CM Administration, choose Device > Phone.

Step 2

Click Find to select the phone to add the softkey template.

Step 3

From the Softkey Template drop-down list, choose the template that contains the new softkey.

Step 4

Click Save.

Immediate Divert Interactions

Feature Interaction

Multilevel Precedence and Preemption (MLPP)

Immediate Divert diverts calls to voice-messaging mailboxes regardless of the type of call (for example, a precedence call).

When Alternate Party Diversion (call precedence) is activated, Call Forward No Answer (CFNA) gets deactivated.

Call Forward

When the Forward No Answer setting on the Directory Number Configuration window is not configured, Call Forward uses the clusterwide CFNA timer service parameter, Forward No Answer Timer.

If a user presses the iDivert softkey at the same time as the call is being forwarded, the call gets diverted to an assigned call forward directory number (because the timer was too short), not the voice-messaging mailbox. To resolve this situation, set the CFNA timer service parameter to enough time (for example, 60 seconds).

Call Detail Records (CDR)

Immediate Divert uses the immediate divert code number in the Onbehalf of fields (for example, joinOnbehalfOf and lastRedirectRediectOnBehalfOf) in CDR.

Call Park and Directed Call Park

When user A calls user B, and user B parks the call; user B retrieves the call and then decides to send the call to a voice-messaging mailbox by pressing the iDivert or Divert softkey. User A receives the voice-messaging mailbox greeting of user B.

Conference

When a conference participant presses the iDivert softkey, the remaining conference participants receive the voice-messaging mailbox greeting of the immediate divert initiator. Conference types include Ad Hoc, Meet-Me, Barge, cBarge, and Join.

Hunt List

For calls that reach the phone directly through a hunt list pilot (as part of the hunting algorithms), the iDivert softkey appears dimmed if the Use Legacy Immediate Divert clusterwide service parameter is set to True; otherwise, it does not appear dimmed.

For calls that do not reach the phone directly through a hunt list pilot (as part of the hunting algorithms), the iDivert softkey does not appear dimmed when the Use Legacy Immediate Divert clusterwide service parameter is set to True or False.

Note

 

For Jabber in desk phone mode, iDivert feature redirection to VM is done through CTI application where ‘Use Legacy Immediate Divert’ parameter will not take effect and HP number will be sent as diversion info to Voice mail servers.

Auto Call Pickup

If the Use Legacy Immediate Divert clusterwide service parameter is set to False, and the Auto Call Pickup Enabled clusterwide service parameter is set to True, and a user of call pickup group uses call pickup to answer a call, the IP phone display will not present any choices to the user when the iDivert softkey is pressed.

Immediate Divert Restrictions

Restriction Description

Voice Mail Profile

When you use QSIG integration with your voicemail system, a voicemail profile that includes either a voicemail pilot or a voicemail mask or both should leave the Make this the default Voice Mail Profile for the System check box unchecked. Ensure the default Voice Mail Profile setting is always set to No Voice Mail.

Call Forward All (CFA) and Call Forward Busy (CFB)

When Call Forward All (CFA) and Call Forward Busy (CFB) are activated, the system does not support Immediate Divert (CFA and CFB have precedence over Immediate Divert).

Busy Voicemail System

The iDivert detects a busy condition on the voicemail ports, when iDivert reaches a voicemail system over a local or SCCP connection.

Note

 

Immediate Divert cannot divert a call to a busy voicemail port; voicemail ports can exist as members of a route or hunt list.

The call cannot divert to a busy voicemail system, but the original call gets maintained. The phone displays "Busy" message on which iDivert was invoked to indicate that the call was not diverted.

When a voicemail system is reached over a QSIG or SIP trunk, iDivert can be detected, but the call does not get maintained. When the Allow QSIG During iDivert clusterwide service parameter is set to True, or the Use Legacy Immediate Divert clusterwide service parameter is set to False, Immediate Divert supports access to voicemail systems that can be reached over QSIG or SIP trunks. When the Allow QSIG During iDivert clusterwide service parameter is set to False, and the Use Legacy Immediate Divert clusterwide service parameter is set to True, Immediate Divert does not support access to voicemail systems over QSIG or SIP trunks.

Malicious Caller ID

System does not support using Malicious Caller ID and Immediate Divert features together.

Forward No Answer Timeout

A race condition in connection with the Forward No Answer Timeout exists when you press the iDivert softkey. For example, if a manager presses the iDivert softkey immediately after the Forward No Answer timeout, call forward forwards the call to a preconfigured directory number. However, if the manager presses the iDivert softkey before the Forward No Answer timeout, immediate divert diverts the call to the voice-messaging mailbox of the manager.

Calling Parties and Called Parties

The calling parties and called parties can divert the call to their voice mailboxes if both simultaneously press the iDivert softkey.

Conference Types

When one participant in a conference presses the iDivert softkey, all remaining participants receive an outgoing greeting of the participant who pressed iDivert. Conference types include Meet-Me, Ad Hoc, cBarge, and Join.

Split or Join Operation

If the last action on a call was Auto Pickup, Call Transfer, Call Park, Call Park Reversion, Conference, Meet-Me Conference, or any application that performs a split or join operation, enhanced iDivert does not present a screen to a called party to choose the voice mailbox. Instead, enhanced iDivert immediately diverts the call to the voice mailbox that is associated with the called party.

Immediate Divert Troubleshooting

Key is not active

The phone displays this message when the user presses iDivert: 

Key is not active

The voice-messaging profile of the user who pressed iDivert does not have a voice-messaging pilot.

Configure a voice-messaging pilot in the user voice-messaging profile.

Temporary Failure

The phone displays this message when the user presses iDivert: 

Temporary Failure

The voice-messaging system does not work, or a network problem exists.

Troubleshoot your voice-messaging system. See troubleshooting or voice-messaging documentation.

Busy

The phone displays this message when the user presses iDivert: 

Busy

This message means that the voice-messaging system is busy.

Configure more voice-messaging ports or try again.