Phone Services

Phone service triggers provide two features:

  • Two ways to configure phone softkeys that trigger a notification or dial a number.
    • Assign a notification or number directly to a softkey. Think of it as a speed-dial.
    • Display a menu list of all phone service triggers that users can then choose from. Think of it as a speed-dial list.
  • A way to play a background music stream on Cisco and Mitel phones by pressing a softkey or from a menu list of phone service triggers.

There are three basic steps for phone services that trigger notifications and numbers:

There are three types of phone services:

  1. Go to Configuration > Phone Systems.
  2. Select your phone vendor (Avaya, Cisco, Mitel, Yealink, or Poly).
  3. Select New > New Phone Service Trigger.
  4. Enter a descriptive name for the trigger.

    5. Note: Use a name that helps your users know which trigger to assign to notifications.

  5. For Sites, do one of the following:
    • For single-site organizations, leave Available in All Sites checked.

    • For multi-site organizations, do one of the following:

      • If you're an All Sites Admin – To assign this trigger to a specific site, disable Available in All Sites and select a Site from the drop-down list. Or, you can leave it Available to All Sites.
      • If you're a Site Admin – This trigger is automatically assigned to your default site. Each Site Admin will need to create their own triggers.
  6. Select Save. UNP populates the URL field after you save the new trigger.
  7. Copy the URL and paste it into your phone softkey configuration to either directly trigger a notification or add it to the menu of phone services triggers.
  1. Go to Configuration > Phone Systems.
  2. Select your phone vendor (Avaya, Cisco, Mitel, Yealink, or Poly).
  3. Select New > Phone Service Dialer.
  4. Enter a descriptive name that helps your end users identify who or what will be dialed.
  5. Enter an Extension number to dial. This could be an emergency number such as 911, an internal phone extension, an external phone number, a SIP line that triggers a one-way or two-way notification type, and so on.
  6. Select Save.
  7. Copy the URL and paste it into your phone softkey configuration to either directly trigger dialing the number or add it to the menu of phone services triggers.

You must configure each phone unless your phones have a master configuration file. Steps for configuration depend on your phone model. UNP automatically displays the caller ID when a softkey is pressed.

Module/Trigger Phone Service Trigger Support
Avaya

Supported

CAP

Not Supported

Cisco

Supported

Email

Not Supported

IP Device Inputs

Not Supported

Mitel*

Only 6800 and 400 series phones

Supported

Mobile

Not Supported

Poly

Supported

SIP

Not Supported

SNMP Traps

Not Supported

Input Streams

Not Supported

Webhook - Teams and Slack

Not Supported

Yealink

Supported

Did you create your phone services triggers in UNP?

Do you already have a browser web page set up for Avaya phones? If not, you'll need to create one. Consult your Avaya documentation on how to set up a WML page for your Avaya phones.

Tip: Phone browser page is set in the Avaya 46xxsettings.txt global configuration file in the SET WMLHOME section.

Add the phone service triggers to the Avaya WML page. Do one of the following:

  • Assign a menu to a softkey that lists all the phone service triggers you created.

    1. Enter http://<UNPIP address>/Avaya/PhoneServices/Menu.

    When users press this button, they will see a list of triggers they can choose from.

  • Assign phone service triggers to individual softkeys

    1. For each softkey, paste in a UNP URL phone service trigger you previously created.

      The URL looks something like this http://UNP IP address/Avaya/PhoneServices/Activate/83cb848c-d3b6-e811-8428-005056011235.

    HTTPS is supported. You can replace http with https in the URL and add the UNP SSL certificate to IP Office. Follow the instructions in your Avaya documentation for assigning softkeys.

Did you create your phone services triggers in UNP?

These instructions are for Cisco CUCM 10. Instructions may be slightly different for your CUCM version.

There are three basic parts to CUCM setup:

Note: If you're using a menu list of phone service triggers and have already assigned the menu to a softkey, skip this step and simply add the new UNP phone service URL to the existing menu. Or, you can create an additional menu to assign to a different softkey.

  1. Log in to your Cisco CUCM.
  2. Go to Device > Device Settings > Phone Services.
  3. Select Add New.
  4. Provide a descriptive Service Name that helps you identify what the phone service trigger is for.
  5. For Service URL, do either of the following:

    • Paste in the UNP URL phone service trigger you previously created.

      The URL looks something like this http://UNP IP address/Cisco/PhoneServices/Activate/83cb848c-d3b6-e811-8428-005056011235.)

      HTTPS is supported if your CUCM is set up for SSL. Replace http with https in the URL.

    • Assign a menu to a softkey that lists all the phone service triggers you created – enter http://<UNPIP address>/Cisco/PhoneServices/Menu. When users press this button, they'll see a list of triggers they can choose from.
  6. For Service Category, select XML Service.
  7. For Service Type, select Standard IP Phone Service.
  8. Select Enable.
  9. Select Save.
  1. Go to Device > Device Settings > Phone Button Template.
  2. Edit the appropriate template for your phone model. Consult your Cisco documentation on how to do this.
  3. Select Service URL from the Line** drop-down list for each button you want to use. You can leave the Label field as is.
  4. Select Save.
  1. Go to Device > Phone.
  2. Use find to bring up a list of phones.
  3. Select a Device Name to edit it.
  4. For Phone Button Template, select the template you just created.
  5. Subscribe to the phone service you just created:
    1. For Related Links, select Subscribe/Unsubscribe Services and select Go, which opens the Subscribed Cisco IP Phone Services window.
    2. From the window, for Select a Service, select the phone service you created, select Next, select Save to close the window.

      3. The Phone Configuration page refreshes.

  6. Under Association, you'll see a list of Add a new SURL links. These are the Service URLs you defined when you created the template. Select one of the Add a new SURL links to configure it.
  7. In the Configure Service URL Buttons pop-up window, set each Button Service to one of the phone services you previously defined and enter a descriptive Label that identifies for the user what this softkey will dial.
  8. Select Save and then Close.
  9. Select Apply Config in the Phone Configuration menu and then select OK.

Did you create your phone services triggers in UNP?

Where you configure your phones depends on the firmware version of the phone.

Notes:
  • Phone models 565/g, 420, and 265 do not support phone services. Any phone services configured may display on the screen and appear to be linked to a button, but the buttons won't function to trigger the notification.
  • If you're using a menu list of phone service triggers and have already assigned the menu to a softkey, skip this step and simply add the new UNP phone service URL to the existing menu. Or, you can create an additional menu to assign to a different softkey.

Softkeys for these phones are configured for each user in Mitel MiVoice Connect or ShoreTel Director.

  1. Log in to your Mitel MiVoice Connect or ShoreTel Director.
  2. First, configure a new phone application:
    1. Go to Admin > Telephones > Phone Applications.
    2. Select New.
    3. Enter a descriptive Name for the phone softkey that helps your users identify it's use.
    4. For URL, do one of the following:
      • To link the softkey to directly send a notification, paste in the UNP URL phone service trigger you previously created. (The URL looks something like this http://UNP IP address/Mitel/PhoneServices/Activate/83cb848c-d3b6-e811-8428-005056011235.) HTTPS is supported. Replace http with https in the URL and add the UNP SSL certificate to Mitel Connect. Consult your vendor documentation.
      • To link the softkey to a menu that displays all the phone service triggers you've created, enter http://<UNPIP address>/Mitel/PhoneServices/Menu. When users press this button, they'll see a list of triggers they can choose from.
      • Add the application to the Phone User Group's > Profile > Phone Applications > Available applications list.
  3. Next, program the softkey:
    1. Go to Admin > Users > Programmable Buttons.
    2. Select a user.
    3. In the IP Phones tab,
      • Select Telephony as the #.
      • Select Phone Application as the Function.
      • Enter Long and Short Labels.
      • Select one of the phone applications you just set up.
  4. Save the changes.
  5. Repeat for each user.

Configure each phone in the phone's interface.

Notes:
  • These configuration steps are for Mitel phone model 6869i. Your phone configuration steps may be slightly different.
  • If you're using a menu list of phone service triggers and have already assigned the menu to a softkey, skip this step and simply add the new UNP phone service URL to the existing menu. Or, you can create an additional menu to assign to a different softkey.
  1. Log in to the phone interface.
  2. Go to Operations > Softkeys > Button Keys.
  3. For Type, select XML.
  4. Provide a name for the phone softkey.
  5. For Value, do one of the following:
    • to link the softkey to directly send a notification, paste the UNPURL phone service trigger you previously created. (The URL looks something like this http://UNP IP address/Mitel/PhoneServices/Activate/83cb848c-d3b6-e811-8428-005056011235.) HTTPS is supported. Replace http with https in the URL and add the UNP SSL certificate to MiVoice Connect. Consult your vendor commendation.
    • to provide a menu of all the triggers you configured in UNP, enterhttp://<UNPIP address>/Mitel/PhoneServices/Menu. When users press this button, they'll see a list of triggers they can choose from.
  6. Save your changes.
  7. Repeat on each phone.

Did you create your phone services triggers in UNP?

Do you already have a browser web page set up for Poly phones? If not, you'll need to create one. Consult your Poly documentation on how to set up a browser page for your Poly phones. The browser page is then set in each phone in the Microbrowser > Main Browser Home field.

Add the phone service triggers to the Poly browser page. Do one of the following:

  • assign a menu to a softkey that lists all the phone service triggers you created – enter http://<UNPIP address>/Polycom/PhoneServices/Menu. When users press this button, they'll see a list of triggers they can choose from.
  • assign phone service triggers to individual softkeys – for each softkey, paste in a UNP URL phone service trigger you previously created. (The URL looks something like this http://UNP IP address/Polycom/PhoneServices/Activate/83cb848c-d3b6-e811-8428-005056011235.) Follow the instructions in your Poly documentation for assigning softkeys.

Did you create your phone services triggers in UNP?

Assign phone service triggers to notifications.

Note: Live broadcast (one-way notification type) and intercom (two-way notification types) can only be triggered by dialing a line number. You cannot assign a phone service trigger to these notification types. For these two notification types, you assign a SIP line as the trigger and that SIP line is entered as the Extension in the phone service trigger so that it dials the SIP line for you. All other notification types can be assigned a phone service trigger, including Direct Two-way intercom notifications.

There are three basic steps to set up background music streams in UNP:

The music stream you use is up to you – online music services, CDs, WAV, MP3s. Check your phone manufacturer documentation for specifications on what your phones can accept. You may already have a music stream you want to use. You'll need the RTP address and port number of the music stream.

Important: The music stream IP must be multicast.

Tip: To play background music over speakers and analog PA systems, use Syn-Apps' Paging Relay.

  1. Go to Configuration > Phone Systems.
  2. Click on your phone vendor (Cisco or Mitel).
  3. Click New > Phone Service Background Stream.
  4. Enter a descriptive name that helps your end users identify what type of music will be played if you are creating more than one music stream.
  5. Enter the RTP Stream Address and Port Number for the music service you are using.
  6. Select Save. UNP populates the URL field after you save the new trigger.
  7. Copy the URL to paste into your phone softkey configuration to either play music directly from a softkey or select it from a softkey menu.

Each phone must be configured, unless your phones have a master configuration file. Steps for configuration depend on your phone model. UNP automatically displays the name of the music stream when a softkey is pressed.

Did you create your phone services background music stream in UNP?

These instructions are for Cisco CUCM 10. Instructions may be slightly different for your CUCM version.

Note: If you're using a menu list of phone service triggers and have already assigned the menu to a softkey, skip this step and simply add the new UNP phone service URL to the existing menu. Or, you can create an additional menu to assign to a different softkey.

  1. Log in to your Cisco CUCM.
  2. Go to Device > Device Settings > Phone Services.
  3. Select Add New.
  4. Provide a descriptive Service Name that helps you identify what the phone service trigger is for.
  5. For Service URL, enter one of the following:
    • Paste in the UNP URL phone service trigger you previously created. (The URL looks something like this http://UNP IP address/Cisco/PhoneServices/Activate/83cb848c-d3b6-e811-8428-005056011235.) HTTPS is supported if your CUCM is set up for SSL. Replace http with https in the URL.
    • Assign a menu to a softkey that lists all the phone service triggers you created – enter http://<UNPIP address>/Cisco/PhoneServices/Menu. When users press this button, they'll see a list of triggers they can choose from.
  6. For Service Category, select XML Service.
  7. For Service Type, select Standard IP Phone Service.
  8. Select Enable.
  9. Select Save.
  1. Go to Device > Device Settings > Phone Button Template.
  2. Edit the appropriate template for your phone model. Consult your Cisco documentation on how to do this.
  3. Select Service URL from the Line** drop-down list for each button you want to use. You can leave the Label field as is.
  4. Select Save.
  1. Go to Device > Phone.
  2. Use find to bring up a list of phones.
  3. Select a Device Name to edit it.
  4. For Phone Button Template, select the template you just created.
  5. Subscribe to the phone service you just created:
    • For Related Links, select Subscribe/Unsubscribe Services and select Go.
    • In the pop-up window, For Select a Service, select the phone service you created, select Next, select Save, and close the window.

      • The pop-up closes and the Phone Configuration page refreshes.

  6. Under Association, you'll see a list of Add a new SURL links. These are the Service URLs you defined when you created the template. Click on one of the Add a new SURL links to configure it.
  7. In the Configure Service URL Buttons pop-up window, set each Button Service to one of the phone services you previously defined and enter a descriptive Label that identifies for the user what this softkey will dial.
  8. Select Save and then Close.
  9. Select Apply Config in the Phone Configuration menu and then select OK.

Did you create your phone services triggers in UNP?

Where you configure your phones depends on the firmware version of the phone.

Notes:
  • Phone models 565/g, 420, and 265 do not support phone services. Any phone services configured may display on the screen and appear to be linked to a button, but the buttons won't function to trigger the notification.
  • If you're using a menu list of phone service triggers and have already assigned the menu to a softkey, skip this step and simply add the new UNP phone service URL to the existing menu. Or, you can create an additional menu to assign to a different softkey.

Softkeys for these phones are configured for each user in Mitel MiVoice Connect or ShoreTel Director.

  1. Log in to your Mitel MiVoice Connect or ShoreTel Director.
  2. First, configure a new phone application:
    1. Go to Admin > Telephones > Phone Applications.
    2. Select New.
    3. Enter a descriptive Name for the phone softkey that helps your users identify it's use.
    4. For URL, do one of the following:
      • To link the softkey to directly send a notification, paste in the UNP URL phone service trigger you previously created. (The URL looks something like this http://UNP IP address/Mitel/PhoneServices/Activate/83cb848c-d3b6-e811-8428-005056011235.) HTTPS is supported. Replace http with https in the URL and add the UNP SSL certificate to Mitel Connect. Consult your vendor documentation.
      • To link the softkey to a menu that displays all the phone service triggers you've created, enter http://<UNPIP address>/Mitel/PhoneServices/Menu. When users press this button, they'll see a list of triggers they can choose from.
      • Add the application to the Phone User Group's > Profile > Phone Applications > Available applications list.
  3. Next, program the softkey:
    1. Go to Admin > Users > Programmable Buttons.
    2. Select a user.
    3. In the IP Phones tab,
      • Select Telephony as the #.
      • Select Phone Application as the Function.
      • Enter Long and Short Labels.
      • Select one of the phone applications you just set up.
  4. Save the changes.
  5. Repeat for each user.

Configure each phone in the phone's interface.

Notes:
  • These configuration steps are for Mitel phone model 6869i. Your phone configuration steps may be slightly different.
  • If you're using a menu list of phone service triggers and have already assigned the menu to a softkey, skip this step and simply add the new UNP phone service URL to the existing menu. Or, you can create an additional menu to assign to a different softkey.
  1. Log in to the phone interface.
  2. Go to Operations > Softkeys > Button Keys tab.
  3. Select XML as the Type.
  4. Provide a name for the phone softkey.
  5. In the Value field, do one of the following:
    • to link the softkey to directly send a notification, paste the UNPURL phone service trigger you previously created. (The URL looks something like this http://UNP IP address/Mitel/PhoneServices/Activate/83cb848c-d3b6-e811-8428-005056011235.) HTTPS is supported. Replace http with https in the URL and add the UNP SSL certificate to MiVoice Connect. Consult your vendor commendation.
    • to provide a menu of all the triggers you configured in UNP, enter http://<UNPIP address>/Mitel/PhoneServices/Menu. When users press this button, they'll see a list of triggers they can choose from.
  6. Save your changes.
  7. Repeat on each phone.

Background music stream phone service triggers do not get assigned to notifications and are not available options when creating notifications.

When background music is playing and a call or notification comes in, music is automatically stopped. Users can manually restart the music by pressing the softkey again or selecting the music stream from a softkey menu list.