Configure Cisco Desk Phone 9800 Series on Control Hub

Configure phones at organization level

Configure settings for all phones deployed within your organization to improve efficiency and reduce administrative overhead.

The configuration follows a hierarchical structure; therefore, if you configure a setting for an individual device or at the location level, it takes precedence over the same setting configured at the organization level.

1	From the customer view in Control Hub, go to Devices and select Settings.
2	Go to the Configuration Defaults tab and select Open org-wide defaults.
3	Search for an existing configuration or add a new one. To change an existing configuration, enter the parameter name in the search bar and open the configuration. To add a configuration, select Add configurations. Search for the configuration by product name or by parameter name and open it. See the supported phone parameters in Parameters for phone settings on Control Hub.
4	Change the settings.
5	Click Next after you finish the configurations.
6	Review your change and click Apply changes.

Configure phones at location level

You can configure your phones based on a physical location, allowing for flexible adjustments that won’t affect settings in other areas of the organization.

The configuration follows a hierarchical structure; therefore, if you configure a setting for an individual device, it takes precedence over the same setting configured at the location level.

1	From the customer view in Control Hub, go to Devices and select Settings.
2	Go to the Configuration Defaults tab.
3	If the desired location is available in the location list, select the Edit icon on it to open the configuration. Otherwise, select Set defaults on location and search for the location.
4	Search for the configuration by product name or by parameter name and open it. See the supported phone parameters in Parameters for phone settings on Control Hub.
5	Change the settings.
6	Select Next after you finish the configurations.
7	Review your change and select Apply changes.

Configure settings for multiple phones

You can configure settings for multiple phones at once to save time.

1	From the customer view in Control Hub, go to Devices, and then select the phones that you want to configure.
2	Click Edit in the top right of the device list.
3	Click All configurations. All the configurations that are applicable to the selected devices are displayed.
4	Modify the configurations that you want to apply to the selected devices. Expand a configuration to view its supported devices. Certain configurations allow you to customize values by device type.
5	Click Next.
6	Review your changes and click Apply. The results show the successfully applied settings and unsupported configuration items.
7	Click Close to close the page.

Configure settings for an individual phone

The configuration follows a hierarchical structure; therefore, if you configure a setting for an individual device, it takes precedence over the same setting configured at the location or organization level.

1	From the customer view in Control Hub, go to Devices, and then select your phone.
2	Select All configurations.
3	Set the desired parameters in the respective sections. For more information about these parameters, see Parameters for phone settings on Control Hub.
4	Select Next.
5	Review your changes and select Apply.
6	Select Close to close the page.

Configure phones with a configuration template

A configuration template is a collection of custom settings for or a location. Administrators can create and use configuration templates to apply collections of settings to groups of devices. These templates help to simplify the management of devices in your organization.

Create a configuration template for phones

You can add configurations for either a specific device type or multiple device types. When the template is applied, the system only implements compatible settings and skips those that don't apply.

1	From the customer view in Control Hub, go to Devices > Templates.
2	Click Create template.
3	Enter the unique template name and optionally provide a description for the template.
4	Select the configurations to add to your template. By default, the configuration list displays all available settings for all device types. You can search for specific configurations. To search for applicable configurations for your device, select your device model in the Filter by device type drop-down list. To search for a specific configuration, enter the parameter name in the search bar. See the supported phone parameters in Parameters for phone settings on Control Hub.
5	Change the configuration values. Expand a configuration to view its supported devices. Certain settings allow you to customize values by device type.
6	Continue adding more configurations to the template. To go back to the configuration list, use the breadcrumb on the page.
7	When finished, click Next and review your configurations. You can edit or remove configurations as needed.
8	Click Create to complete the template.

What to do next

Apply the template to devices.

Apply a configuration template to devices

You can apply a template to either a group of devices or an individual device.

Before you begin

You have a configuration template that is created for your devices.

1	From the customer view in Control Hub, go to Devices.
2	Select one or more devices by ticking the check box on each device entry.
3	Click Edit in the upper right of the list.
4	Click Configuration templates in the Configurations section.
5	Select the template in the drop-down list. The configurations included in the template display.
6	Click Next and review the configurations. Only the supported configurations will be applied to the selected devices.
7	Click Apply. The results show the successfully applied settings and unsupported configuration items.

Apply a configuration template to an individual device

Before you begin

You have a configuration template that is created for your device.

1	From the customer view in Control Hub, go to Devices.
2	Search for your device and open the device details.
3	Click Configuration templates in the Configurations section.
4	Select the template in the drop-down list. The configurations included in the template display.
5	Click Next and review the configurations. Only the supported configurations will be applied to the selected device.
6	Click Apply. The results show the successfully applied settings and unsupported configuration items.

Parameters for phone settings on Control Hub

This section includes a diversity of parameters available under All Configurations on Control Hub, catering to a wide range of needs and functionalities.

Parameter	Default and options	Description
Att Console
Maximum Lines on Phone with KEM	Default: 4 Options: 4, 8	Specifies whether to retain 4 or 8 lines on the phone and move the additional lines to the attached key expansion module (KEM). This parameter is available only when a KEM(s) is connected to the phone. For more information about KEM settings, see Cisco Desk Phone 9800 Key Expansion Module.
Lines
Line[n] Call Feature Settings Missed Call Notification	Default: Yes Options: Yes, No	Enables or disables visual notifications for missed calls on the line .
Phone > Action Button
Action Button		See Configure the Action button for details.
Phone > Call History
Call History	Default: Phone Options: Phone, Webex	Sets call history to either use the local history or the Webex unified call history from all of the end user's devices. This setting currently only applies to user devices and doesn't apply to workspace devices.
Phone > Help Desk
Help Desk		See Configure help desk for details.
Phone > Line Key Settings Call Appearances Per Line
Line Key Settings Call Appearances Per Line	Default: 2 Options: 1 - 10	Sets the maximum number of calls allowed on a line.
Phone > Multicast Paging Group
Group Paging Script[n]	Default: Empty	Specifies the multicast paging scripts. See Group paging script syntax for details.
Phone > Office Hours
Office Hours		See Configure your phone for power saving (Office Hours) for details.
Phone > Peer Firmware Sharing
Peer Firmware Sharing	Default: Yes Options: Yes, No	Enables or disables the Peer Firmware Sharing (PFS) feature. The PFS feature adds support for image upgrade optimization for the phones. When enabled on a root phone, PFS designates the phone to make a request for an image file. This establishes a transfer hierarchy and transfers the firmware image file from the root phone, down to the other phones in the hierarchy.
Phone > Programmable Softkeys
Programmable Softkeys		See Configure the Programmable Softkeys button for details.
Phone > Webex
Calendar Enable	Default: Yes Options: Yes, No	Enables or disables Webex calendar. When enabled, the phone loads Webex calendar to enable phone users to view the calendar events.
Directory Enable	Default: No Options: Yes, No	Enables or disables Webex directory service for the phone. When enabled, users on the phone can access and search for the contacts stored in the directory.
Directory Name	Default: Empty	Sets the display name for the directory.
Phone > XML Service
XML Application Service Name	Default : Empty	Defines the name of the XML application. The name displays on the phone as a web application choice.
XML Application Service URL	Default : Empty	Enters the URL where the XML application is located. Macro variables are supported in XML URLs. For the valid macro variables, see Macro variables supported in XML URLs.
Phone > XSI Phone Service
Directory Enable	Default: No Options: Yes, No	Enables or disables BroadSoft XSI directory service for the phone. When enabled, users on the phone can access and search for the contacts stored in the directory.
Directory Name	Default: Empty	Sets the display name for the directory.
Regional > Control Timer Values
Interdigit Long Timer	Default: 10 Options: 0 - 65535	Defines the amount of time that the phone will wait when no digit patterns match before the phone dials the number. A smaller time value causes unmatched dialed digits to be dialed quickly.
Interdigit Short Timer	Default: 3 Options: 0 - 65535	Defines the amount of time that the phone waits for the user to enter a digit. A smaller timer value requires digits to be dialed quickly.
Regional > Phone Language
Phone Language	Default: English-US	Sets the display language for the phone. This value will override the default value derived from its provisioned Location. For all supported languages, see Change language for your phone.
SIP
ICE	Default: No Options: Yes, No	Controls whether to allow SIP Media streams to go directly between phones on the same local network.
User Preferred Offhook Timer	Default: Empty Options: 0 - 30	This timer starts when the phone goes off hook. If no digits are dialed within the specified number of seconds, the timer expires and the null entry is evaluated. Unless you have a special dial plan string to allow a null entry, the call is rejected.
Software
Upgrade Channel	Default: Stable Options: Stable, Stable_Delay, Preview	Sets the channel for the phone to get firmware updates.
System > Bluetooth Enabled
Bluetooth Enabled	Default: No Options: Yes, No	Enables or disables the Bluetooth^® function on Cisco Desk Phone 9861 or 9871. When enabled, the phone user can connect their Bluetooth headsets to the phone.
System > IEEE802.1X
IEEE802.1X	Default: No Options: Yes, No	Enables or disables Port Based Network Access Control for devices. Setting this option incorrectly may cause devices to become disconnected from the network and require a local factory reset of the device to bring it back online.
System > Optional Network Configuration
Debug Level	Default: NOTICE Options: EMERGENCY, ALERT, CRITICAL, ERROR, WARNING, NOTICE, INFO, DEBUG	Sets the logging level for troubleshooting. The debugging level may affect the performance of the phone and it’s advisable to use it during troubleshooting.
Passthrough Port	Default: Yes Options: Yes, No	Enables or disables the PC port on the phone. When enabled, the phone can share the network connection with the device that connects to the PC port.
Use Config TOS	Default: No Options: Yes, No	Controls whether the phone uses the Time of Service (TOS) configurations.
System > USB Settings Disable Side USB
USB Settings Disable Side USB	Default: No Options: Yes, No	Enables or disables the USB-A port located on the right side of the phone. When disabled, the port doesn't work when you connect a headset as audio channel or for charging.
System > VLAN Settings
CDP	Default: Yes Options: Yes, No	Enables or disables Cisco Discovery Protocol (CDP) for local devices. When enabled, the phone discovers and advertises information about directly connected Cisco devices on a local area network (LAN). Setting this option incorrectly may cause devices to become disconnected from the network and require a local factory reset of the device to bring it back online.
LLDP	Default: Yes Options: Yes, No	Enables or disables Link Layer Discovery Protocol (LLDP) for the phone. When enabled, the phone discovers and advertises information about directly connected network devices on a local area network (LAN). Setting this option incorrectly may cause devices to become disconnected from the network and require a local factory reset of the device to bring it back online.
PC Port VLAN ID	Default: 1 Options: 0 - 4095	Enter a value of the VLAN ID that is used to tag communications from the PC port on the phone. The phone tags all the untagged frames coming from the PC (it does not tag any frames with an existing tag).
VLAN ID	Default: 1 Options: 0 - 4095	Enter a VLAN ID for the phone when you use a VLAN without CDP (VLAN enabled and CDP disabled). Only voice packets are tagged with the VLAN ID. Don't use the 1 value for the VLAN ID. If VLAN ID is 1, you cannot tag voice packets with the VLAN ID.
System > Web Access
Web Access	Default: Yes Options: Yes, No	Controls whether to allow access to the phone web page. When set to No, access to the phone web page is restricted. When set to Yes, the users and administrators can access the phone web page with the phone IP address.
System > Wifi Enabled
WiFi Enabled	Default: Yes Options: Yes, No	Enables or disables the Wi-Fi feature on Cisco Desk Phone 9861 or 9871. When enabled, the phone can connect to the network through Wi-Fi.
Thousand Eyes
Connection string	Default: Empty	Available only when ThousandEyes is activated at organization level. For more details, see Configure ThousandEyes Agent integration.
User > Audio Volume
Bluetooth Volume	Default: 10 Options: 0 - 15	Sets the Bluetooth headset volume. The users on the phone can change the settings with the Volume key on the phone or the Volume button on the headset.
Handset Volume	Default: 9 Options: 0 - 15	Sets the handset volume. The users on the phone can change the settings with the Volume key on the phone.
Headset Volume	Default: 9 Options: 0 - 15	Sets the headset volume. The users on the phone can change the settings with the Volume key on the phone or on their headset.
Ringer Volume	Default: 9 Options: 0 - 15	Sets the ringer volume. The users on the phone can change the settings with the Volume key on the phone.
Speaker Volume	Default: 9 Options: 0 - 15	Sets the speaker volume. The users on the phone can change the settings with the Volume key on the phone.
User > Microphone Audio
Microphone Audio	Default: Noise removal Options: Original, Noise removal, Optimize for my voice	Enables or disables the Noise Removal feature. There're three options available: Original—Turns off the Noise Removal feature Noise removal—Removes all background noise Optimize for my voice—Removes all background noise and background speech
User > Screen Appearance
Screen Appearance	Default: Violet Dark Options: Cyan Dark, Purple Dark, Blue Dark, Violet Dark, Blue Light, Violet Light	Specifies the wallpaper for the phone's home screen and the color theme for its user interface. The phone user can change the setting in the phone's settings menu.
User > Supplementary Services
DND Setting	Default: Yes Options: Yes, No	Enables or disables Do Not Disturb (DND) capability on the phone. When enabled, the users on the phone can turn DND on or off.
Date Format	Default: month/day Options: month/day, day/month	Defines the date format.
Missed Call Led Alert	Default: Disabled Options: Enabled, Disabled	Turns on or off the Top 360 LED indicator for missed calls. When disabled, no LEDs light up for missed calls.
Time Format	Default: 12hr Options: 12hr, 24hr	Sets the display format for time.

Configure the Action button

The Action button can be found as the red button located at the top-right of the phone. It allows phone users to quickly access the designated service, such as emergency service or custom service. You can associate the button with a service for users.

From the customer view in Control Hub, go to Devices, and then select your phone.

Select All configurations.

Navigate to the Phone section and select Action Button.

Configure the following parameters to associate the Action button with a service.

Table 1. Parameters for the Action button
Parameter	Default and options	Description
Action Button Function	Default: Off Options: Off, Emergency Call, Custom	You can configure the button with a specific service. Off: When set to Off, the Action button on the phone will not function. Emergency Call: Users can use the Action button to place an emergency call, if configured. Custom: Users can use the Action button to access the custom service, if configured. When you set the field to Emergency Call, make sure that you enter the phone number or URI of the emergency service in the Action Button Service Destination field. When set to Custom, make sure that you enter the URL of the service.
Action Button Service Destination	Default: Empty	Provide the phone number or the URI for emergency call, or the URL for the custom service. If you enable the Action button without setting a valid service destination, the user on the phone will see a message prompting for configuration. After the user closes this notification, the warning icon will persist in the header of the phone screen until the button is properly configured or disabled. If you enter a service URL, the URL must start with `http://` or `https://`. For example, `https://10.11.20.159/path/service.xml`. Phone numbers cannot be used as destinations for Custom services. If you configure the Action Button as Custom and enter a phone number as the service destination, an alert message will display on the phone indicating that the button is unconfigured.
Action Button Service Name	Default: Empty	Optionally specify a name for the service associated with the Action button. This name will be displayed in the on-screen message when the user presses the button, indicating which service will be triggered. If you don't specify a name, the default name will be Emergency call, Silent emergency call, or Custom action based on your selection in the Action Button Function field.
Dial Out Delay	Default: 5 Options: 0 - 30	Set the timeout period, in seconds, for the phone to initiate an emergency call or a custom action after the Action button is pressed. Set it to 0 if you prefer the phone to place the call or initiate an action immediately upon detecting the trigger, as specified by a single press, long press, or triple presses on the button.
Service Trigger	Default: Single Press Options: Single Press, Long Press, Press 3 times	Choose how users can place an emergency call or initiate a custom service using the phone's Action button. Single Press: Press the Action button to trigger the associated call or service. Long Press: Press the Action button down for at least 2 seconds to trigger the associated call or service. Press 3 times: Press the Action button three times with intervals of less than 2 seconds between each press to trigger the associated call or service.
Silent Emergency Call	Default: Disabled Options: Enabled, Disabled	This setting works only when the Action Button Function is set to Emergency Call. Silent emergency call is designed for discreet assistance in dangerous situations. It enables users to seek help without making any noise. When enabled, users are able to place one-way calls with the Action button. After the silent emergency call is placed, only the other party can end the call. To avoid drawing attention during the ongoing call, the screen on phone 9841 will freeze, while the screen on phone 9851, 9861, and 9871 will be turned off. When disabled, the emergency call functions as a two-way call, similar to other outgoing calls.

Select Next.

Review your changes and select Apply.

Select Close to close the page.

Configure your phone for power saving (Office Hours)

Three power-saving options are available on the phone to reduce power consumption during periods of inactivity.

Display-Off Mode

In Display-Off Mode, the phone turns off the screen to save power outside of the designated working hours. When the Office Hours feature is enabled, the phone goes into Display-Off Mode after working hours. You can light up the display by pressing any key on the phone. The display remains on until the phone has been in idle for a designated length of time, then it turns off automatically.

Deep Sleep Mode

In Deep Sleep Mode, the phone automatically powers down during the designated periods. You can choose to enable Deep Sleep Mode exclusively for non-workdays, or for both non-workdays and non-working hours on workdays. To wake up the phone, press the Select button on the Navigation Cluster.

When the phone is in Deep Sleep Mode, the Action button on the top-right of the device isn't accessible.

By default, the Office Hours feature is enabled on your phone. The default office hours are set to 7:00 to 19:00 from Monday to Friday. The phone turns off the screen outside of the designated hours. You can customize working hours, workdays, and the power-saving mode outside of office hours.

From the customer view in Control Hub, go to Devices, and then select your phone.

Select All configurations.

Navigate to the Phone section and select Office Hours.

Customize working hours and workdays to reflect the business hours of your users.

Table 2. Parameters for office hours
Parameter	Default and options	Description
Enabled	Default: True Options: False, True	Set this option to True to enable the Office Hours feature for Cisco Desk Phone 9800 Series. The Office Hours feature is designed to minimize power usage during inactivity periods on the phone. You can configure the phone to automatically turn off the screen (Display-Off Mode) or power off (Deep Sleep Mode) outside of the designated working periods.
Work Days	Default: Monday through Friday	Customize the workdays by selecting the desired days. During non-workdays, the phone will automatically turn off the screen. By default, workdays are set from Monday to Friday. This setting also applies to Deep Sleep Mode, if enabled. If you choose to enable Deep Sleep Mode exclusively for non-workdays, the phone will power off during those days. If you enable Deep Sleep Mode for all days, the phone will power off during both non-workdays and non-working hours on workdays. Set working hours for workdays using the Working Hours Start and Working Hours End fields.
Working Hours Start	Default: 07:00	Set the start time for working hours using the 24-hour format. Outside of the specified working hours, the phone will automatically turn off the screen, or enter Deep Sleep Mode only when Deep Sleep Enabled is set to All Days. Examples: 09:00 for 09:00 am; 17:30 for 05:30 pm
Working Hours End	Default: 19:00	Set the end time for working hours using the 24-hour format. Outside of the specified working hours, the phone will automatically turn off the screen, or enter Deep Sleep Mode only when Deep Sleep Enabled is set to All Days. Examples: 09:00 for 09:00 am; 17:30 for 05:30 pm Ensure that the interval between the start and end time longer than 60 minutes.

To customize the settings for non-working hours, configure the following parameters in the Outside Office Hours section.

You can set up the idle timeout for Display-Off Mode and customize the Deep Sleep Mode settings.

A random timer is applied on top of the specified power-on and power-off times to avoid sudden surges in power demand or network traffic. The phone powers off with a delay of 0 to 10 minutes after the specified power-off time, and powers on 0 to 60 minutes before the specified power-on time, randomly. Contact Cisco Technical Assistance Center (TAC) if you want to modify the random timer.

Table 3. Parameters for Outside Office Hours
Parameter	Default and options	Description
Deep Sleep Enabled	Default: False Options: False, Non-work Day Only, All Days	Enable or disable Deep Sleep Mode on the phone. When enabled, this feature automatically powers off the phone outside of the designated office hours. This option works only when the Office Hours is enabled. When set to False, the phone will not enter Deep Sleep Mode. When set to Non-work Day Only, the phone will power off exclusively on non-workdays. For the specified workdays, the phone will turn off the screen outside of the specified working hours. When set to All Days, the phone will power off during both non-workdays and non-working hours on workdays. Set working hours for workdays using the Working Hour Start and Working Hour End fields.
Phone Off Time After Working Hour End	Default: 60 Options: 0 - 360	Set the timeout period, in minutes, for the phone to automatically power off after the time specified in the Working Hours End field. If you want the phone to enter Deep Sleep Mode immediately after working hours, set it to 0.
Phone On Time Before Working Hour Start	Default: 60 Options: 0 - 360	Set the timeout period for the phone to wake up from Deep Sleep Mode before the time specified in the Working Hours Start field. If you want the phone to wake up until working hours start, set it to 0.
Enable Audible Alert	Default: False Options: False, True	Enable or disable the phone to play audio tone to alert the user before it enters Deep Sleep Mode.
Idle Timeout	Default: 30 Options: 1 - 60	This setting applies to the following two scenarios: Before the phone enters a scheduled Deep Sleep Mode Ten minutes before the scheduled deep sleep, a message pops up to notify the user that the phone will power off in ten minutes, and a countdown starts. When it times out, the phone powers off. During the countdown period, if there is any activity such as an incoming call, firmware upgrade, or provisioning resync, the countdown will restart. For example, if you have set this field to 20, the countdown will restart in 20 minutes after the activities are completed. After being manually awakened from Deep Sleep Mode For example, if you have set this field to 20, after being idle for 20 minutes, a message pops up to notify the user that the phone will power off in ten minutes, and a countdown starts. When it times out, the phone powers off. During the countdown period, if there is any activity such as an incoming call, firmware upgrade, or provisioning resync, the countdown will restart in 20 minutes after the activities are completed. If a user interacts with the phone during the countdown period, such as answering or declining calls or pressing keys, the phone will not enter Deep Sleep Mode for the rest of the day.
Display Off Idle Timeout	Default: 5 Options: 1 - 60	Set the timeout period in minutes for the phone to automatically turn off the screen after being awakened during Display-Off Mode.
LED Indicator In Display Off Mode	Default: Enabled Options: Enabled, Disabled	This field is available in the Outside Office Hours Display Off section. This setting determines whether to turn off the Front Arc LED when the phone enters Display Off Mode. When set to enabled, the Front Arc LED is off during non-working hours. When set to disabled, the Front Arc LED remains illuminated after the phone enters Display Off Mode.

Select Next.

Review your changes and select Apply.

Select Close to close the page.

Configure help desk

You can enable the help desk feature and configure quick numbers in Control Hub. Once configured, the users just need to select a number from your configured number list to quickly make a call.

From the customer view in Control Hub, go to Devices, and then select your phone.

In the Configurations section, select All configurations.

Navigate to the Phone section and select Help Desk.

Configure the following parameters to apply the help desk feature to the device:

Table 4. Parameters for help desk
Parameter	Default and options	Description
Custom Menu Name	Default: Help Desk	You can customize the help desk display name on the phone menu screen. If it's empty, the display name is "Help Desk".
Enable	Default: No Options: Yes, No	Enable or disable the help desk feature on the phone. If it's set to Yes, the users can press the Favorite button to access the Help Desk phone screen to dial out a quick number quickly.
Quick Number [n] > Name	Default: empty	Set the display name of the quick number. If it's empty, the phone displays the quick number instead.
Quick Number [n] > Number	Default: empty	Set the quick number for the related quick name.

Select Next.

Review your changes and select Apply.

Select Close to close the page.

Configure the Programmable Softkeys button

The softkeys can be found located at the bottom of the phone screen. You can associate the softykeys with a service to provide a quick access for users.

From the customer view in Control Hub, go to Devices, and then select your phone.

Select All configurations.

Navigate to the Phone section and select Programmable Softkeys.

Enter required keywords for each parameter to associate a soft key with a specific service. For more information on the keywords and related softkeys, see Programmable softkeys.

Table 5. Parameters for the programmable softkeys
Parameter	Default and options	Description
Conferencing Key List	Default: Empty Syntax:`crdstart;crdstop;crdpause;crdresume`	Adds the following recording softkeys on the phone to manage the recording of an active call. Record PauseRec StopRec ResRec
Connected Key List	Default: Empty Syntax: `hold;psk1;endcall;xfer;conf;xferLx;confLx;bxfer;phold;redial;dir;park`	Indicates the order of the softkeys that will appear on the phone screen. The order is based on the order the keywords added.
Connected Meeting Key List	Default: Empty Syntax: `endcall\|2;home\|3`	Specifies the softkeys that are available on the phone screen during a connected meeting.
Dialing Input Key List	Default: Empty Syntax: `cancel\|1;call\|2;delchar\|3;`	Specifies the softkeys and the order in which they are available during a call.
Enable	Default: No Options: Yes\|No	Enables or disables the programmable softkeys. Set this field to Yes to enable the programmable softkeys.
Hold Key List	Default: Empty Syntax: `resume;calllist;endcall;newcall;callpush;`	Specifies the softkeys and the order in which they are available when a call is on hold.
Idle Key List	Default: Empty Syntax: `guestin\|;guestout\|;acd_login\|;acd_logout\|;astate\|;redial\|;newcall\|;cfwd\|;recents\|;dnd\|;unpark\|;psk1\|;gpickup\|;pickup\|;dir\|4;miss\|5;selfview\|;messages\|;meetings`	Specifies the softkeys and the order in which they are available during a call. For example, `newcall` keyword adds the softkey New call softkey on the phone. On pressing, this softkey helps in intiating a new call.
Off Hook Key List	Default: Empty Syntax: `cancel;dnd;cfwd;unpark;pickup;`	Specifies the softkeys and the order in which they are available during off-hook or idle state. For example, `dnd` keyword adds the softkey DND softkey on the phone. On pressing, this softkey helps to turn on the DND mode.
PSK1 through PSK16	Default: Empty Syntax `fnc=sd;ext=extension_number@$PROXY;vid=n;nme=display_name`	Programmable softkey fields. Enter a string in these fields to configure softkeys that display on the phone screen. You can create softkeys for speed dials to numbers or extensions etc.
Processing Key List	Default: Empty Syntax: `endcall\|2`	Specifies the softkey that are available during releasing a call. For example, `endcall\|2` will add End call on the screen.
Releasing Key List	Default: Empty Syntax: endcall\|2;
Ringing Key List	Default: Empty Syntax: `answer\|1;ignore\|2;`	Specifies the softkeys available when the phone status is ringing. For example, `answer\|1;ignore\|2;` keyword adds softkeys Answer and Decline on the phone that helps user to either answer a call or decline a call when the phone rings.
Shared Active Key List	Default: Empty Syntax: `newcall\|1;psk1\|2;dir\|3;back\|4;`	Specifies the softkeys available such as to access the phone directory. For example, `dir` keyword adds the softkey Dir. User can press this softkey to access phone directory.
Shared Held Key List	Default: Empty Syntax: `resume\|1;dir\|4;`	Specifies the softkeys available when the phone is on hold or shared-held state. For example, `resume` keyword adds the softkey Resume. User can press this softkey to resume a call that is on hold.
Start Conference Key List	Default: Empty Syntax: `endcall\|2;conf\|3`	Specifies the softkeys available when the phone is in connected state. For example, `conf` keyword adds the softkey Conference. User can press this key to initiate a conference call.
Start Transfer Key List	Default: Syntax: `endcall\|2;xfer\|3;`	Specifies the softkeys available to transfer a call. For example, `xfer` keyword adds the softkey Transfer. User can press this key to transfer a call when there is one connected call and one idle call.

Select Next.

Review your changes and select Apply.

Select Close to close the page.

Programmable softkeys

Table 6. Programmable softkeys and keywords
Keyword	Key Label	Description	Phone state
answer	Answer	Answers an incoming call.	Ringing
audiomute	Mute or Unmute	Allows meeting participants to mute or unmute themselves in a Webex meeting.	Connected
barge	Barge	Allows another user to interrupt a shared call	Shared-Active, Shared-Held
bargesilent	BargeSilent or BargeSlnt	Allows another user to interrupt a shared call with the mic disabled.	Shared-Active
bxfer	BlindXfer	Performs a blind call transfer (transfers a call without speaking to the party to whom the call is transferred). Requires that Blind Xfer Serv is enabled.	Connected
call	Call	Always displays at the first position when the phone is registered.	Dialing Input or On-Hook
cancel	Cancel	Cancels a call (for example, when conferencing a call and the second party is not answering.	Off-Hook
cfwd	Forward / Clrfwd	Forwards all calls to a specified number.	Idle, Off-Hook, Shared-Active,Hold, Shared-Held
crdpause	PauseRec	Pauses recording.	Connected, Conferencing
crdresume	ResRec	Resumes recording.	Connected, Conferencing
crdstart	Record	Starts a recording	Connected, Conferencing
crdstop	StopRec	Stops a recording	Connected, Conferencing
conf	Conference	Initiates a conference call. Requires that Conf Server is enabled and there are two or more calls that are active or on hold.	Connected
delchar	delChar - backspace Icon	Deletes a character when entering text.	Dialing Input
dnd	DND	Sets Do Not Disturb to prevent calls from ringing the phone.	Idle, Off-Hook, Hold, Shared-Active, Shared-Held, Conferencing, Start-Conf, Start-Xfer
endcall	End call	Ends a call	Connected, Off-hook, Progressing, Start-Xfer, Start-Conf, Conferencing,Releasing, Hold,
hold	Hold	Puts a call on hold.	Connected, Start-Xfer, Start-Conf, Conferencing,
ignore	Decline	Ignores an incoming call.	Ringing
join	Join	Connects a conference call. If the Conferencing conference host is user A and users B & C are participants, when A presses "Join", A will drop off and users B & C will be connected.	Conferencing
calendar	Calendar	Opens the Meetings list	Idle
newcall	New call	Begins a new call.	Idle, Hold, Shared-Active, Shared-Held
park	Call park	Puts a call on hold at a designated "park" number.	Connected
participants	Participants (n)	Displays the meeting participant list, where (n) represents the count of the person who have joined the meeting.	Connected
recents	Recents	Displays the All calls list from call history.	Idle, Off-Hook, Shared-Active, Shared-Held
redial	Redial	Displays the redial list.	Idle, Connected, Start-Conf,Start-Xfer, Off-Hook (no input), Hold
resume	Resume	Resumes a call that is on hold.	Hold, Shared-Held
settings	Settings	Provides access to phone menus.	All
unpark	Call unpark	Resumes a parked call.	Idle, Off-Hook, Connected, Shared-Active
xfer	Transfer	Transfers a call. Requires that Attn Xfer Serv is enabled and there is at least one connected call and one idle call.	Connected, Start-Xfer, Start-Conf

Configure ThousandEyes Agent integration

ThousandEyes enables you to monitor and troubleshoot your devices and network. Endpoint Agent has been integrated into the phone firmware. But you need to enable ThousandEyes on your phones to get the agent registered to the ThousandEyes platform.

ThousandEyes Agent integration for phones supports the following models:

Table 7. Supported phone models
Phone model	Firmware version
Cisco Desk Phone 9861	3.2.1 and later
Cisco Desk Phone 9871	3.2.1 and later

Supported features

On ThousandEyes portal, you can view the following information related to phones:

Scheduled tests
Dynamic tests for Webex meetings via hybrid calendar
Dynamic tests for SIP calls
Local networks

Limitations

Network path isn't available or isn't accurate for ICE-optimized calls.
Phone Wi-Fi stats aren't available on the ThousandEyes portal.
Supports only synthetic tests for SIP calls to STUN servers.
The Run Once option for instant tests isn't supported in PhoneOS 3.2.1.
Real user tests are not supported for phones.

Enable ThousandEyes for your organization

When you enable ThousandEyes Agent integration at the organization level, any devices that are ThousandEyes-enabled and added to the organization will automatically integrate with ThousandEyes.

The setting at the organization level will default to the locations and devices within the organization. You can also modify location-specific or device-specific settings later, without affecting the other locations or devices.

Before you begin

Get ThousandEyes Endpoint Agent licenses (either essential or advantage) You need one endpoint license per device.
Get the connection string from the ThousandEyes application.

1	From the customer view in Control Hub, go to Devices > Settings.
2	Scroll down to the ThousandEyes section and toggle on Enable ThousandEyes Agent.
3	Click Add and paste the connection string that you copied from ThousandEyes portal. If you don't want to integrate all devices, leave the connection string field empty and enter it in the device-level settings instead.
4	Click Save in the popup window.

Enable ThousandEyes for a location

When the ThousandEyes Agent is enabled at the location level, any new devices added later will automatically have the ThousandEyes Agent activated.

Before you begin

Get ThousandEyes Endpoint Agent licenses (either essential or advantage). You need one endpoint license per device.
Get the account group token and connection string from the ThousandEyes application.

1	From the customer view in Control Hub, go to Devices > Settings > Configuration Defaults.
2	Click Set defaults on location, then select the desired location and click Next.
3	Search for ThousandEyes > Enable and set the configuration value to True.
4	Search for ThousandEyes > Account Token and enter the token.
5	Search for ThousandEyes > Connection String and paste the connection string.
6	Click Next and review your changes.
7	Click Apply changes.

Configure ThousandEyes on multiple phones

Before you begin

Get ThousandEyes Endpoint Agent licenses (either essential or advantage). You need one endpoint license per device.
Get the connection string from the ThousandEyes application.
Enable ThousandEyes integration for your organization or location before you set up this feature for your device. In device configurations, you can only enter the connection string.

1	From the customer view in Control Hub, go to Devices, and then select the phones that you want to configure.
2	Click Edit in the top right of the device list.
3	Click All configurations.
4	In the ThousandEyes section, paste the connection string that you get from the ThousandEyes portal.
5	Click Next.
6	Review your changes and click Apply.
7	Click Close to close the page.

Configure ThousandEyes on an individual device

Before you begin

Get ThousandEyes Endpoint Agent licenses (either essential or advantage). You need one endpoint license per device.
Get the connection string from the ThousandEyes application.
Enable ThousandEyes integration for your organization or location before you set up this feature for your device. In device configurations, you can only enter the connection string.

1	From the customer view in Control Hub, go to Devices > Settings.
2	On the Devices page, search for and select the device that you want to configure.
3	On the device details page, select All configurations in the Configurations section.
4	Paste the connection string that you get from ThousandEyes portal into the Connection string field in the ThousandEyes section.
5	Click Next.
6	Review your change and click Apply.
7	Click Close to close the page.

View ThousandEyes test results in Control Hub

You can view the test results for calls and meetings from the Troubleshooting section on Control Hub.

The Toubleshooting section displays call and meeting information a few minutes after the session is ended. The Webex Calling media analytics takes a few minutes to aggregate information after a session ends. In ThousandEyes application, you can view the information for ongoing sessions as per the configured test frequency.

Before you begin

Get the OAuth bearer token from ThousandEyes application.
Enable ThousandEyes integration for your devices.
Set up and endpoint agent tests on ThousandEyes application. See ThousandEyes Documentation for more information.

1	Establish a connection between Control Hub and ThousandEyes. From the customer view in Control Hub, go to Organization Settings. In the ThousandEyes section, toggle on Allow ThousandEyes API access. Paste the OAuth bearer token that you've copied from the ThousandEyes User API Tokens section. If the token is validated, then you can proceed to the next step. If the token isn't validated, an error will pop up. Make sure that the token matches the token that you copied in the ThousandEyes User API tokens section. Click Activate.
2	Go to Troubleshooting > Meetings & Calls.
3	Enter the MAC address or owner name of your device and press Enter.
4	To view test results for a specific time, adjust the time range. The test results display at the bottom of the page. Click a record to view the data details. Click on a network path to view the detailed information about it. Because of the limitation on ICE-optimized calls, no network path information for these calls is available on Control Hub, and ThousandEyes application may display incorrect data for these calls. ICE-optimized calls can be identified in the call details page as shown in the following screenshot.

Disable ThousandEyes for your devices

You can disable ThousandEyes for all deployed devices or for an individual device without affecting the others.

Choose one of the following actions as needed:

For all devices
1. Go to Devices > Settings.
2. Toggle off Enable ThousandEyes Agent.
For an individual device
1. On the Devices page, find your device and open the device details page.
2. Go to All configurations.
3. Clear the Connection string field in the ThousandEyes section.
4. Select Next and Apply.

Related references

Paging script syntax

Enter a string to configure the phone to listen for and initiate multicast paging. You can add a phone to up to 10 paging groups. Enter the script in this format:

Multicast paging:
pggrp=<multicast-address>:<port>;<name=group_name>;<num=multicast_number>; <listen=boolean_value>;<pri=priority_level>;<codec=codec_name>;
Example script:
pggrp=224.168.168.168:34560;name=Group_1;num=800;listen=yes;pri=1;
Multicast paging with XML application support:
pggrp=<multicast-address>:<port>;<name=group_name>;<num=multicast_number>; <listen=boolean_value>;<pri=priority_level>;<codec=codec_name>;<xmlapp=boolean_value>;<timeout=seconds>
Example script:
pggrp=224.168.168.168:34560;name=Group_1;num=800;listen=yes;pri=1;xmlap- p=yes;timeout=3600;

Multicast IP address (multicast-address) and port (port)—Enter the multicast IP address and the port specified on your paging server. The port number must be unique for each group and an even number within 1000 and 65534.
Make sure that you set the same multicast IP address and port for all the phones within a paging group. Otherwise, the phones can't receive paging.
Paging group name (name)—Optionally enter the name of the paging group. The name helps you identify the paging group the phone is in when you have multiple paging groups.
Multicast number (num)—Specify the number for the phone to listen for multicast paging and initiate a multicast paging session. Assign the same multicast number to all the phones within the group. The number must comply to the dial plan specified for the line to initiate a multicast.
Listen status (listen)—Specify whether the phone listens for paging from this group. Set this parameter to yes to make the phone listen for the paging. Otherwise, set it to no, or don't include this parameter in the script.
Priority (pri)—Specify priority between paging and phone call. If you don't specify the priority or don't include this parameter in the script, the phone uses priority 1. The four priority levels are:
0: Paging takes precedent over phone call. When the phone is on an active call, an incoming paging places the active call on hold. The call resumes when the paging ends.
1: When the phone receives an incoming paging on an active call, the user hears the mix of the paging and the call.
2: The user is alerted with the paging tone when receiving an incoming paging on an active line. The incoming paging isn't answered unless the active call is put on hold or ends.
3: The phone ignores the incoming paging without any alert when the phone is on an active call.
Audio codec (codec)—Optionally specify the audio codec for the multicast paging to use. The supported codecs are G711a, G711u, G722, and G729. If you don't specify the codec or don't include the codec parameter in the script, the phone uses G711u codec.
XML application (xmlapp)—Specify whether the phone contacts the XML application server when it receives audio over paging group. Set this parameter to Yes to make the phone invoke the XML application from multicast paging. Otherwise, set it to no.
Make sure that the parameter XML Application Service URL in XML services is configured, see Macro variables supported in XML URLs for details.
In the XML URL, the macro MCASTADDR must be configured to distinguish it from the normal multicast paging. For example, http(s)://<url>?mcast=$MCASTADDR
Timeout—Optionally specify the timeout (in seconds) for the XML application messages that display on the phone screen. If the parameter is not configured, the XML application messages disappear along with the paging.
Typically, the XML application ends after the timeout is reached, in regardless of the paging call. If the paging call is still active, only the XML application ends.
A new paging closes the XML application of the last paging, if the XML application is not closed when the last paging ended.

Macro variables supported in XML URLs

You can use macro variables in XML URLs. The following macro variables are supported:

User ID—UID1, UID2 to UIDn
Display name—DISPLAYNAME1, DISPLAYNAME2 to DISPLAYNAMEn
Auth ID—AUTHID1, AUTHID2 to AUTHIDn
Proxy—PROXY1, PROXY2 to PROXYn
MAC Address using lowercase hex digits—MA
Product Name—PN
Product Series Number—PSN
Serial Number—SERIAL_NUMBER

Table 8. Supported Macros
Macro Name	Macro Expansion
$	The form $$ expands to a single $ character.
A through P	Replaced by general-purpose parameters GPP_A through GPP_P.
SA through SD	Replaced by special purpose parameters GPP_SA through GPP_SD. These parameters hold keys or passwords used in provisioning. $SA through $SD are recognized as arguments to the optional resync URL qualifier, --key.
MA	MAC address using lowercase hex digits (000e08aabbcc).
MAU	MAC address using uppercase hex digits (000E08AABBCC).
MAC	MAC address using lowercase hex digits with a colon to separate hex digit pairs (00:0e:08:aa:bb:cc).
PN	Product Name; for example, Video Phone 8875, Desk Phone 9851.
PSN	Product Series Number; for example, 8875, 9841, 9861
SN	Serial Number string; for example, 88012BA01234.
CCERT	SSL Client Certificate status, installed or not installed.
IP	IP address of the phone within its local subnet; for example, 192.168.1.100.
EXTIP	External IP of the phone, as seen on the internet; for example, 66.43.16.52.
SWVER	Software version string. For example, PHONEOS.3-2-1-0104-37
HWVER	Hardware version string. For example, 2.0.1
PRVST	Provisioning State (a numeric string): -1 = explicit resync request 0 = power-up resync 1 = periodic resync 2 = resync failed, retry attempt
UPGST	Upgrade State (a numeric string): 1 = first upgrade attempt 2 = upgrade failed, retry attempt
UPGERR	Result message (ERR) of previous upgrade attempt; for example http_get failed.
PRVTMR	Seconds since last resync attempt.
UPGTMR	Seconds since last upgrade attempt.
REGTMR1	Seconds since Line 1 lost registration with SIP server.
REGTMR2	Seconds since Line 2 lost registration with SIP server.
UPGCOND	Legacy macro name.
SCHEME	File access scheme, one of TFTP, HTTP, or HTTPS, as obtained after parsing resync or upgrade URL.
SERV	Request target server host name, as obtained after parsing resync or upgrade URL.
SERVIP	Request target server IP address, as obtained after parsing resync or upgrade URL, possibly following DNS lookup.
PORT	Request target UDP/TCP port, as obtained after parsing resync or upgrade URL.
PATH	Request target file path, as obtained after parsing resync or upgrade URL.
ERR	Result message of resync or upgrade attempt. Only useful in generating result syslog messages. The value is preserved in the UPGERR variable in the case of upgrade attempts.
UIDn	The contents of the Line n UserID configuration parameter.
ISCUST	If unit is customized, value=1, otherwise 0. Customization status is viewable on Web UI Info page.
INCOMINGNAME	Name associated with first connected, ringing, or inbound call.
REMOTENUMBER	Phone number of first connected, ringing, or inbound call. If there are multiple calls, the data associated with the first call found is provided.
DISPLAYNAMEn	The contents of the Line N Display Name configuration parameter.
AUTHIDn	The contents of the Line N auth ID configuration parameter.

Configure Cisco Desk Phone 9800 Series on Control Hub

Configure phones at organization level

Configure phones at location level

Configure settings for multiple phones

Configure settings for an individual phone

Configure phones with a configuration template

Create a configuration template for phones

Apply a configuration template to devices

Apply a configuration template to an individual device

Parameters for phone settings on Control Hub

Configure the Action button

Configure your phone for power saving (Office Hours)

Configure help desk

Configure the Programmable Softkeys button

Programmable softkeys

Configure ThousandEyes Agent integration

Supported features

Limitations

Enable ThousandEyes for your organization

Enable ThousandEyes for a location

Configure ThousandEyes on multiple phones

Configure ThousandEyes on an individual device

View ThousandEyes test results in Control Hub

Disable ThousandEyes for your devices

Paging script syntax

Macro variables supported in XML URLs

Small Business

Enterprise

Devices

Solutions For

Resources

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