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How to disable CallBack for external numbers? Cisco Unified CM 8.5

Posted on 2011-09-20
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Last Modified: 2012-06-07
Hello guys,
Is there a way to disable (grayed out) the CallBack soft key only for outside numbers?

-the VoIP system is running around Cisco Unified CM 8.5;
-as IP phones we are using Cisco IP Phone 7945

Thank you!
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Question by:r3helpdesk
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Expert Comment

by:José Méndez
ID: 36568546
No there is not. The softkey template (in its different states like on hook, connected and so forth) is always the same regardless the type of phone call that you try.

Maybe you want to make use of the "Call Back Recall T3 Timer" Service Parameter?:

This parameter specifies a timer that is started when user A is notified that user B is now available. If user A does not invoke the call back feature during this period, the call back feature is cancelled. However, user A still sees on the display the notification that user B had become available and user A can still use the Dial softkey to attempt to reach user B
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Author Comment

by:r3helpdesk
ID: 36572027
Willy thank you for your answer.
I'm not talking about T3 Timer. I know about the state but, I've also seen that if I place a call, for example to the voice mail number (which is an internal number) and there are no any available ports for a new connection (it depends of the Unity Express license) obviously it will ring busy, doing this, the callback soft key appears on screen but this in this case is grayed out. What do I need to do to receive the same behavior?

Thank you!
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Expert Comment

by:José Méndez
ID: 36573468
Man! thats entirely a different situation!

I still don't get picture you describe. When is the phone not showing the softkey? Under what conditions?
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Author Comment

by:r3helpdesk
ID: 36579142
Ok, let's make things simple.

by default when I call an outside number, the screen it shows like this
 outside callwhich is the same when calling an internal number

I want to make it like this
 grayed outonly when calling outside numbers

Is there a way to do this?

Thank you!
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Expert Comment

by:José Méndez
ID: 36581608
On the last picture you were dialing a Unity Express pilot to an auto attendant?
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Author Comment

by:r3helpdesk
ID: 36585871
Yes but it does not matter, I just want to know if there is a way to have the same behavior when calling an outside number.

Thank you!
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Accepted Solution

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José Méndez earned 500 total points
ID: 36588021
I ask so you don't fall into a restriction:

When a called party (Phone B) either forwards an incoming call by using Forward All, Forward Busy, or Forward No Answer; or diverts a call by using iDivert; to a voice-messaging system, the calling party (Phone A) can enter one of the following states with respect to the call back feature:

•VM-Connected state: The call gets connected to voice-messaging system. The CallBack softkey remains inactive on the calling party (Phone A) phone.
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Author Comment

by:r3helpdesk
ID: 36599966
Ok Willy, I understand the way how it works in your description
but I need to know only if there is a way to set the button behavior in the same way (as described) when calling other numbers then extensions. If the answer it's no, ok, I got it, if it's yes, then how can I do it.

Thank you!
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