Grandstream Networks UCM6 series User manual

Grandstream Networks, Inc.
UCM6XXX Series
Service Guide

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Table of Contents
CALLER ID .........................................................................................................................3
CALL HOLDING..................................................................................................................5
CALL FORWARDING .........................................................................................................7
CALL TRANSFER.............................................................................................................10
VOICEMAIL.......................................................................................................................14
CALL WAITING.................................................................................................................19
CALL PARKING................................................................................................................21
DO-NOT-DISTURB ...........................................................................................................23
CALL PICKUP...................................................................................................................25
CONFERENCE CALL .......................................................................................................28
RING SIMULTANEOUSLY ................................................................................................32
RING GROUP ...................................................................................................................34
FOLLOW ME.....................................................................................................................37
CONCURRENT REGISTRATION .....................................................................................40
SHARED CALL APPEARANCE .......................................................................................42
WAKEUP SERVICE ..........................................................................................................45

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CHAPTER 1
Caller ID

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Caller ID
Description
Caller ID is a service that transmits caller information to the called party’s device, allowing
the callee to know who is calling before deciding whether or not to answer a call.
Getting Started
The Caller ID feature is available by default on the UCM. To use it:
1. Make sure that either that the trunk, extension, or the UCM itself has a CID
configured in their corresponding configuration pages.
2. UCM’s Outbound CID priority is as follows:
Keep Original CID >>> Trunk CID (Keep Trunk CID enabled) >>> DOD >>> Extension
CID >>> Register Trunk Username (Keep Trunk CID disabled) >>> Global Outbound CID.
Using the Service
Assuming the following:
•A is an extension registered to UCM 1.
•B is an extension registered to UCM 2.
•A has CID number “1000” and CID name “John Bob”.
•UCM 1 is peered with UCM 2.
•UCM 1’s peered trunk has CID number “123” and CID name “GS”.
•UCM 2’s peered trunk has Keep Original CID enabled.
The service can be used as such:
1. A calls B.
2. B’s endpoint rings and displays A’s CID number “123” and CID name “GS”.
Due to CID priority, UCM 1’s CID information overrides A’s CID information.
Because UCM 2 enabled Keep Original CID, UCM 1’s CID information was preserved and
passed along to B.
Miscellaneous
Some countries may not include CID information in calls over analog lines, potentially
resulting in call failures when the UCM tries to look for the information in incoming calls.

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CHAPTER 2
Call Holding

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Call Holding
Description
Call holding is a feature that allows a person to pause and resume an ongoing call
without terminating the line.
Getting Started
The Call Holding feature is available by default on the UCM. No additional
configuration is necessary.
Using the Service
Assuming the following:
•A and B are extensions registered to the UCM.
The service can be used as such:
1. B calls A.
2. A starts ringing and picks up the call.
3. Call between A and B is established.
4. A presses the hold button.
5. B is now on hold. Music on Hold may or may not play depending on the
system’s configuration. No audio from either party can be heard.
6. A presses the hold button again to retrieve the call.
7. A and B can hear each other again.
Miscellaneous
If no Music on Hold is heard, or if calls cannot be retrieved, navigate to PBX Settings
→ SIP Settings → Misc and check if Forward HOLD Requests option is enabled. If so,
disable the option and try again.

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CHAPTER 3
Call Forwarding

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Call Forwarding
Description
Call forwarding is a feature that allows an endpoint to redirect calls to another phone
number or extension, minimizing the chances of a call going unanswered.
Getting Started
The Call Forwarding feature is available by default on the UCM. To use it:
1. Navigate to Extension/Trunk->Edit Extension and navigate to the Features
tab.
2. Configure the Call Forward Unconditional, Call Forward No Answer, and Call
Forward Busy fields with the desired settings.
(Optional). Enable the call forwarding feature codes by navigating to Call
Features→Feature Codes and clicking on the DND/Call Forward tab. This allows users
to enable and disable specific call forwarding settings by entering a code.
Using Call Forward Unconditional
Call Forward Unconditional redirects all calls immediately to the configured
destination.
Assuming the following:
•A, B, and C are SIP extensions registered to the UCM.
•A has Call Forward Unconditional set up to redirect calls to B.
The service can be used as such:
1. C calls A.
2. A does not ring, and the call s redirected to B.
3. B rings and picks up the call.
4. Call between B and C is established.
Using Call Forward No Answer
Call Forward No Answer redirects calls upon ring timeout to the configured
destination.
Assuming the following:
•A, B, and C are SIP extensions registered to the UCM.

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•A has a Ring Timeout of 10 seconds.
•A has Call Forward No Answer set up to redirect calls to B.
The service can be used as such:
1. C calls A.
2. A rings for 10 seconds.
3. A stops ringing, and the call is redirected to B.
4. B starts ringing and picks up the call.
5. Call between B and C is established.
Using Call Forward Busy
Call Forward Busy redirects calls to the configured destination if the called line is
busy.
Assuming the following:
•A and B are SIP extensions registered to the UCM.
•C and D are out-office POTS phones.
•A has Call Forward Busy set up to redirect calls to B.
The service can be used as such:
1. C calls A.
2. A starts ringing and picks up the call.
3. Call between A and C is established.
4. D calls A, and the call is redirected to B. The call between A and C receives
no interruptions.
5. B starts ringing and picks up the call.
6. Call between B and D is established.
Note: Call Forward Busy will not work if the Call Waiting service is enabled.
Miscellaneous

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CHAPTER 4
Call Transfer

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Call Transfer
Description
Call transferring is a function that allows users to manually redirect calls to another
recipient. This allows for a call participant to talk to an appropriate party without
having to make a new call.
Getting Started
Call Transferring is available by default on the UCM. To use it:
1. Make sure the feature codes for Blind Transfer, Attended Transfer, and
Seamless Transfer are configured in Call Features → Feature Codes → Feature
Maps and that they are not disabled.
2. The following transfer types are available:
a. Blind Transfer –After dialing the number to transfer to, the
transferring party is immediately disconnected. During this transfer
process, music on hold will play for the transferred party. The default
feature code is #1.
b. Attended Transfer –After dialing the number to transfer to, the
transferring party places the current call on hold and rings the new
recipient. Generally, the transferring party confirms that the
recipient is available before completing the attended transfer. The
default feature code is *2.
c. Seamless Transfer –After dialing the number to transfer to, the
existing call will continue until the transfer recipient picks up. The
transferring party will be disconnected upon pickup. No music on hold
will play during the transfer process, and the transferred party will
receive no indication of being transferred. This gives the impression
of the transferring party physically handing the phone over to
another party. The default feature code is *44.
Making a Blind Transfer
Assuming the following:
•A, B, and C are SIP extensions registered to the UCM.
•The blind transfer feature code is set to “Allow Both”.
•#1 is the configured feature code to initiate a blind transfer.

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The service can be used as such:
1. A dials B.
2. B rings and answers the call.
3. A and B can hear and talk to each other.
4. A dials #1.
5. B hears music on hold.
6. A dials C.
7. A is disconnected from the call.
8. C rings and answers the call.
9. B and C can hear and talk to each other.
Making an Attended Transfer
Assuming the following:
•A, B, and C are SIP extensions registered to the UCM.
•The attended transfer feature code is set to “Allow Both”.
•*2 is the configured feature code to initiate an attended transfer.
The service can be used as such:
1. A dials B.
2. B rings and answers the call.
3. A and B can hear and talk to each other.
4. A dials *2.
5. B hears music on hold.
6. A dials C.
7. C rings and answers the call.
8. A and C can hear and talk to each other.
9. A hangs up the call.
10.B is connected with C.
11.B and C can hear and talk to each other.
Making a Seamless Transfer
Assuming the following:

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•A, B, and C are SIP extensions registered to the UCM.
•1200 is C’s extension number.
•The seamless transfer feature code is enabled.
•*44 is the configured feature code to initiate a seamless transfer.
The service can be used as such:
1. A dials B.
2. B rings and answers the call.
3. A and B can hear and talk to each other.
4. A dials *441200.
5. C rings.
6. The call between A and B is still ongoing.
7. C answers the call.
8. A is disconnected from the call.
9. B and C can hear and talk to each other.
Miscellaneous

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CHAPTER 5
Voicemail

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Voicemail
Description
Voicemail is a service that allows callers to leave behind a voice message for an
unavailable user. These voice messages can then be managed by the user.
Getting Started
The Voicemail feature is available by default on the UCM. To use it:
1. Navigate to Extension/Trunk→Edit Extension→Basic Settings.
2. Check the Voicemail option and select “Enable Local Voicemail”.
3. Navigate to the Features tab and configure at least one Call Forward
destination with “Voicemail”.
4. If using Call Forward No Answer to forward to voicemail, make sure that
the Ring Timeout option on the same page has a value configured.
5. Navigate to Call Features→Feature Codes→Feature Codes and make sure
that Voicemail Access Code and My Voicemail options are enabled and have
values configured (*98 and *97 by default respectively).
6. Voicemail count can be viewed from the Extensions page and is formatted
as Urgent/Total/Read.
7. (Optional) If a user wants to be able to access the voicemail management
system via an external device, navigate to Call Features →Voicemail →
Voicemail and enable Voicemail Remote Access. This prompt will not play
for internal calls. Warning: Enabling this will replace the default “Leave a
Message” voicemail prompt with one that will give the caller the option to
access an extension’s voicemail management system. This poses potential
security risks and is recommended to be disabled if unused.
Leaving a Voice Message
Assuming the following:
•A and B are extensions registered to the UCM.
•B has the following configuration:
oVoicemail: Enable Local Voicemail
oAvailable→Call Forward No Answer: Voicemail
oRing Timeout: 3

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The service can be used as such:
1. A calls B.
2. B starts ringing.
3. B stops ringing after 3 seconds.
4. A hears B’s voicemail prompt.
5. A leaves a voice message and hangs up.
6. Extensions page will show B’s voicemail count as 0/1/0
7. If supported, B’s endpoint will indicate one unread voicemail.
Managing Voicemail with Personal Extension
Assuming the following:
•A is a SIP extension registered to the UCM.
•My Voicemail feature code is *97.
•A has 1 unread voicemail.
The service can be used as such:
1. A dials *97.
2. A hears the UCM voicemail management prompt asking for the voicemail
password.
3. A enters his voicemail password.
4. A hears all the voicemail management options.
5. A presses 1 to listen to new messages.
6. A presses 7 to delete the message.
7. A hangs up the call.
8. Extensions page will show A’s voicemail count as 0/0/0.
Managing Voicemail from a Different Extension
Assuming the following:
•A and B are SIP extensions registered to the UCM.
•Voicemail Access Code feature code is *98.
•A has 1 unread voicemail.
The service can be used as such:
1. B dials *98.

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2. B hears the UCM voicemail management prompt asking for an extension
number.
3. B enters A’s extension number.
4. B hears the UCM voicemail management prompt asking for A’s voicemail
password.
5. B enters A’s voicemail password.
6. B hears all the voicemail management options.
7. B presses 1 to listen to A’s new messages.
8. B presses 7 to delete A’s message.
9. B hangs up the call.
10. Extensions page will show A’s voicemail count as 0/0/0.
Managing Voicemail from an Outside Line
Assuming the following:
•Voicemail Remote Access is enabled in the Call Features →Voicemail →
Voicemail page.
•A is a SIP extension registered to the UCM.
•A does not have any call forwarding to voicemail configured.
•A has a ring timeout of 3.
•A has 1 unread voicemail
•C is an external POTS line.
•UCM has an analog trunk configured to make and receive PSTN calls.
•An IVR extension is configured to allow the direct dialing of extensions.
•An inbound route is configured for calls to the analog trunk to be routed to
IVR.
The service can be used as such:
1. C dials UCM’s PSTN number.
2. C hears the IVR’s welcome prompt.
3. C dials A’s extension.
4. A rings for 3 seconds.
5. C hears a prompt to press 1 to leave a voicemail for A or 2 to enter
voicemail management.
6. C dials 2.

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7. C hears the UCM voicemail management prompt asking for an extension
number.
8. C dials A’s extension number.
9. C hears the UCM voicemail management prompt asking for A’s voicemail
password.
10. C enters A’s voicemail password.
11. C hears all the voicemail management options.
12. C presses 1 to listen to A’s new messages.
13. C presses 7 to delete A’s message.
14. C hangs up the call.
15. Extensions page will show A’s voicemail count as 0/0/0.
Miscellaneous
The “Enable Remote Voicemail” option supports only Informatec’s remote voicemail
system.

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CHAPTER 6
Call Waiting

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Call Waiting
Description
Call waiting is feature that allows a person to receive calls even while already in an
existing call. The person will hear a notification tone signaling that another call is
coming in.
Getting Started
The Call Holding feature is available by default on the UCM. To use it:
1. Navigate to Extension/Trunk→Edit Extension and navigate to the Features
tab.
2. Check the Call Waiting option.
Using the Service
Assuming the following:
•A, B, and C are extensions registered to the UCM.
The service can be used as such:
1. B calls A.
2. A starts ringing and picks up the call.
3. Call between A and B is established.
4. C calls A.
5. A hears a notification tone.
6. C will continue to hear a ringback tone.
Miscellaneous
Enabling the Call Waiting service will cause Call Forward No Answer rules to be
ignored.