The custom options for the Action button on Cisco Desk Phone 9800 Series require specific PhoneOS firmware support. See the following table for details:

FeatureRequired firmware version
Emergency callPhoneOS 3.0.1 and later
Custom servicePhoneOS 3.2.1 and later
Multiple triggersPhoneOS 3.3.1 and later
HTTP PostPhoneOS 3.3.1 and later
Multiple events on a single triggerPhoneOS 3.4.1 and later

Configure the Action button for emergency calls

The Action button for emergency calls ensures quick and easy access to critical assistance in workspaces.

1

Access the phone administration web page.

2

Select Voice > Phone.

3

Navigate to the Action Button section and configure the following parameters to link the Action button with an emergency service.

  • Action Button Function: Select Emergency Call.

  • Action Button Service Destination: Enter the phone number or the URI of the emergency service.

  • Action Button Service Name (Optional): Specify a name for the service associated with the action trigger. This name will be displayed in the on-screen message when the user presses the button, indicating which event will be initiated. If no name is specified, Emergency call will be used as the display name.

  • Dial Out Delay: Set the timeout period (in seconds) for the phone to initiate an emergency call after the trigger is detected. The default value is 5 seconds. If set to 0, the call is placed immediately upon detecting the trigger.

  • Service Trigger Select a trigger from the list: Single Press, Long Press, or Press 3 Times.

  • Silent Emergency Call (Optional): By default, the emergency call functions as a two-way call, similar to other outgoing calls. When silent emergency call is enabled, the audio is silent on the caller side to avoid drawing attention during the onging call. Only the call recipient can end the silent emergency call.

    During a silent emergency call, the screen on phone 9841 will freeze, while the screen on phone 9851, 9861, and 9871 will be turned off. All other functions are inaccessible. The phone restores normal operation after the recipient ends the call.

  • Allow Silent Emergency Call Retrieval (Optional): Enable this feature if you allow users to press any key to restore normal phone operation while maintaining the emergency call. The call audio remains silent unless the user increases the speaker volume using the Volume key.

For more details about these parameters, see Parameters for the Action button.

You can also configure these parameters in the phone configuration XML file (cfg.xml) by entering the following strings:

<!-- Action Button -->
<Action_Button_Function ua="na">Emergency Call</Action_Button_Function>
<!-- available options: Off|Emergency Call|Custom -->
<Action_Button_Service_Name ua="na">911</Action_Button_Service_Name>
<Action_Button_Service_Destination ua="na">911</Action_Button_Service_Destination>
<Service_Trigger ua="na">Long Press</Service_Trigger>
<!--
 available options: Single Press|Long Press|Press 3 times|MultiTrigger 
-->
<Dial_Out_Delay ua="na">5</Dial_Out_Delay>
<Silent_Emergency_Call ua="na">Disabled</Silent_Emergency_Call>
<!-- available options: Enabled|Disabled -->
<Allow_Silent_Emergency_Call_Retrieval ua="na">No</Allow_Silent_Emergency_Call_Retrieval>
<!--
 available options: Yes|No
-->

4

When done, click Submit All Changes.

Associate the Action button with a custom service

When you associate the Action button with a custom service, the phone users can access the service by the designated trigger, such as a single press, long press, or triple presses on the button.

1

Access the phone administration web page.

2

Select Voice > Phone.

3

Navigate to the Action Button section and configure the following parameters to associate the Action button with a service.

  • Action Button Function: Select Custom.

  • Action Button Service Name (Optional): Specify a name for the service associated with the trigger. This name will be displayed in the on-screen message when the user presses the button, indicating which service will be triggered. When no name is specified, Custom service will be used as the display name.

  • Action Button Service Destination: Enter the URL of the custom service. The URL must start with http:// or https://, for example, https://10.11.20.159/path/service.xml.

  • Custom Content Field (Optional): If you want to enable the phone to send an HTTP Post request when the Action button is pressed, enter the HTTP data such as method, header, and post content, with a maximum length of 1024 characters.

    For POST script examples and the syntax, see HTTP Post request for the Action button.

  • Dial Out Delay: Set the timeout period, in seconds, for the phone to initiate an event after detecting the trigger. The default value is 5 seconds. When set to 0, the event is initiated immediately upon trigger detection.

  • Service Secret (Optional): Enter the authentication secret, token or password if your custom service requires authentication to access it. The entered secret is displayed as a masked string and can be referenced using the macro $SS in Custom Content Field and Action Button Service Destination.

  • Service Trigger Select a trigger from the list: Single Press, Long Press, or Press 3 Times.

  • Silent Emergency Call (Optional): If you have included a phone number or dialing URI in the service destination, enabling this feature will silent emergency calls.

    By default, the emergency call functions as a two-way call, similar to other outgoing calls. When set to enabled, the audio is silent on the caller side to avoid drawing attention during the onging call. Only the call recipient can end the call.

    During a silent emergency call, the screen on phone 9841 will freeze, while the screen on phone 9851, 9861, and 9871 will be turned off. All other functions are inaccessible. The phone restores normal operation after the recipient ends the call.

For more details about these parameters, see Parameters for the Action button.

You can also configure these parameters in the phone configuration XML file (cfg.xml) by entering the following strings:

<!-- Action Button -->
<Action_Button_Function ua="na">Custom</Action_Button_Function>
<!-- available options: Off|Emergency Call|Custom -->
<Action_Button_Service_Name ua="na">Services</Action_Button_Service_Name>
<Action_Button_Service_Destination ua="na">https://12.23.13.21/path/service.xml</Action_Button_Service_Destination>
<Custom_Content_Field ua="na"/>
<Service_Secret ua="na"/>
<Service_Trigger ua="na">Long Press</Service_Trigger>
<!--
 available options: Single Press|Long Press|Press 3 times|MultiTrigger 
-->
<Dial_Out_Delay ua="na">5</Dial_Out_Delay>

4

When done, click Submit All Changes.

Configure a single trigger for multiple events

A single trigger for multiple events allows one action on the action button to initiate several related processes simultaneously. This feature enhances responsiveness, reduces complexity, and ensures seamless workflow execution across applications.

1

Access the phone administration web page.

2

Select Voice > Phone.

3

Navigate to the Action Button section and configure the following parameters to associate the Action button with a service.

  • Action Button Function: Select Custom.

  • Action Button Service Destination: Enter the phone number to call and the XML service URL in this format:

    tel:<phonenumber or SIP URI> + <serviceURL>

    The URL must start with http:// or https://.

    Example: tel:1234 + https://10.11.20.159/path/service.xml

  • Action Button Service Name (Optional): Specify a name for the service associated with the action trigger. This name will be displayed in the on-screen message when the user presses the button, indicating which service will be triggered. When no name is specified, Custom service will be used as the display name.

  • Custom Content Field (Optional): If you want to enable the phone to send an HTTP Post request when the Action button is pressed, enter the HTTP data such as method, header, and post content, with a maximum length of 1024 characters.

    For POST script examples and the syntax, see HTTP Post request for the Action button.

  • Dial Out Delay: Set the timeout period, in seconds, for the phone to initiate an event after detecting the trigger. The default value is 5 seconds. When set to 0, the event is initiated immediately upon trigger detection.

  • Service Secret (Optional): Enter the authentication secret, token or password if your custom service requires authentication to access it. The entered secret is displayed as a masked string and can be referenced using the macro $SS in Custom Content Field and Action Button Service Destination.

  • Silent Emergency Call (Optional): If you have included a phone number or dialing URI in the service destination, enabling this feature will silent emergency calls.

    By default, the emergency call functions as a two-way call, similar to other outgoing calls. When set to enabled, the audio is silent on the caller side to avoid drawing attention during the onging call. Only the call recipient can end the call.

    During a silent emergency call, the screen on phone 9841 will freeze, while the screen on phone 9851, 9861, and 9871 will be turned off. All other functions are inaccessible. The phone restores normal operation after the recipient ends the call.

  • Allow Silent Emergency Call Retrieval (Optional): Enable this feature if you allow users to press any key to restore normal phone operation while maintaining the emergency call. The call audio remains silent unless the user increases the speaker volume using the Volume key.

For more details about these parameters, see Parameters for the Action button.

You can also configure these parameters in the phone configuration XML file (cfg.xml) by entering the following strings:

<!-- Action Button -->
<Action_Button_Function ua="na">Custom</Action_Button_Function>
<!-- available options: Off|Emergency Call|Custom -->
<Action_Button_Service_Name ua="na">Alert</Action_Button_Service_Name>

<Action_Button_Service_Destination ua="na">tel:1234 + https://10.11.20.159/path/service.xml</Action_Button_Service_Destination>
<Custom_Content_Field ua="na"/>
<!-- <Service_Secret ua="na"/> -->
<Dial_Out_Delay ua="na">5</Dial_Out_Delay>
<Silent_Emergency_Call ua="na">Disabled</Silent_Emergency_Call>
<!-- available options: Enabled|Disabled -->
<Allow_Silent_Emergency_Call_Retrieval ua="na">No</Allow_Silent_Emergency_Call_Retrieval>
<Service_Trigger ua="na">Press 3 times</Service_Trigger>
<!--
 available options: Single Press|Long Press|Press 3 times|MultiTrigger 
-->

4

When done, click Submit All Changes.

Configure multiple triggers

You can configure the Action button to connect to multiple services and assign each service with its own trigger. For example, a long press on the Action button places a call to the designated emergency agent; a single short press on the button post a notification to the phones within the corporation.

1

Access the phone administration web page.

2

Select Voice > Phone.

3

Navigate to the Action Button section and select MultiTrigger in the Service Trigger field.

4

Based on your use cases, configure the parameters in the desired trigger sections.

The following parameters are available in these sections - MultiTrigger - Single Press, MultiTrigger - Long Press, and MultiTrigger - Press Three Times.

  • Action Button Function: Select the service that phone users can access via the trigger.

  • Action Button Service Name (Optional): Specify a name for the service associated with the trigger. This name will be displayed in the on-screen message when the user presses the button, indicating which service will be triggered. When no name is specified, Custom service will be used as the display name.

  • Action Button Service Destination: Enter the URL of the custom service. The URL must start with http:// or https://, for example, https://10.11.20.159/path/service.xml.

  • Custom Content Field (Optional): If you want to enable the phone to send an HTTP Post request when the Action button is pressed, enter the HTTP data such as method, header, and post content, with a maximum length of 1024 characters.

    For POST script examples and the syntax, see HTTP Post request for the Action button.

  • Service Secret (Optional): Enter the authentication secret, token or password if your custom service requires authentication to access it. The entered secret is displayed as a masked string and can be referenced using the macro $SS in Custom Content Field and Action Button Service Destination.

  • Dial Out Delay: Set the timeout period, in seconds, for the phone to initiate an event after detecting the trigger. The default value is 5 seconds. When set to 0, the event is initiated immediately upon trigger detection.

  • Silent Emergency Call(Optional): If you have set the Action button for emergency calls, enabling this feature will silent emergency calls.

    By default, the emergency call functions as a two-way call, similar to other outgoing calls. When set to enabled, the audio is silent on the caller side to avoid drawing attention during the onging call. Only the call recipient can end the call.

    During a silent emergency call, the screen on phone 9841 will freeze, while the screen on phone 9851, 9861, and 9871 will be turned off. All other functions are inaccessible. The phone restores normal operation after the recipient ends the call.

  • Allow Silent Emergency Call Retrieval (Optional): Enable this feature if you allow users to press any key to restore normal phone operation while maintaining the emergency call. The call audio remains silent unless the user increases the speaker volume using the Volume key.

    This parameter is located in the Action Button section.

For more details about these parameters, see Parameters for the Action button.

You can also configure these parameters in the phone configuration XML file (cfg.xml) by entering the following strings:

<!-- MultiTrigger - Single Press -->
<Action_Button_Function_1 ua="na">Custom</Action_Button_Function_1>
<!-- available options: Off|Emergency Call|Custom -->
<Action_Button_Service_Name_1 ua="na">Notification</Action_Button_Service_Name_1>
<Action_Button_Service_Destination_1 ua="na"/>https://10.11.20.159/path/Messages.xml</Action_Button_Service_Destination_1>>
<Custom_Content_Field_1 ua="na"/>
<Service_Secret_1 ua="na"/>
<Dial_Out_Delay_1 ua="na">5</Dial_Out_Delay_1>
<Silent_Emergency_Call_1 ua="na">Disabled</Silent_Emergency_Call_1>
<!-- available options: Enabled|Disabled -->
<!-- MultiTrigger - Press Three Times -->
<Action_Button_Function_2 ua="na">Custom</Action_Button_Function_2>
<!-- available options: Off|Emergency Call|Custom -->
<Action_Button_Service_Name_2 ua="na">IT Support</Action_Button_Service_Name_2>
<Action_Button_Service_Destination_2 ua="na">https://10.11.20.159/path/support.xml</Action_Button_Service_Destination_2>
<Custom_Content_Field_2 ua="na"/>
<Service_Secret_2 ua="na"/>
<Dial_Out_Delay_2 ua="na">5</Dial_Out_Delay_2>
<Silent_Emergency_Call_2 ua="na">Disabled</Silent_Emergency_Call_2>
<!-- available options: Enabled|Disabled -->
<!-- MultiTrigger - Long Press -->
<Action_Button_Function_3 ua="na">Emergency Call</Action_Button_Function_3>
<!-- available options: Off|Emergency Call|Custom -->
<Action_Button_Service_Name_3 ua="na">911</Action_Button_Service_Name_3>
<Action_Button_Service_Destination_3 ua="na">911</Action_Button_Service_Destination_3>
<Custom_Content_Field_3 ua="na"/>
<Service_Secret_3 ua="na"/>
<Dial_Out_Delay_3 ua="na">5</Dial_Out_Delay_3>
<Silent_Emergency_Call_3 ua="na">Disabled</Silent_Emergency_Call_3>
<!-- Action Button -->
<Allow_Silent_Emergency_Call_Retrieval ua="na">No</Allow_Silent_Emergency_Call_Retrieval>
<!--
 available options: Yes|No

5

When done, click Submit All Changes.

References

Parameters for the Action button

The following parameters are located in the Action Button section in the Voice > Phone tab.

Table 1. Parameters for the Action button
ParameterDefault and optionsDescription
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 for single service 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 or Custom, make sure that you enter the service destination in the Action Button Service Destination field. Or, the phone will display a configuration error.

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.

Action Button Service Destination

Default: Empty

Provide the service destination in one of the following formats based on the service assigned to the Action button:

  • For emergency call services, enter a telephone number or the URI of emergency service.

  • When configure the button for a custom service, enter the service URL. The URL must start with http:// or https://. For example, https://10.11.20.159/path/service.xml.

  • To configure the button to initiate multiple events with a single trigger, enter tel:<phonenumber or SIP URL> + <Service RUL>. Example: tel:1234 + https://10.11.20.159/path/service.xml.

    Calling SIP URIs is also supported. Enter the URI in the format of tel: sip 4567@co.webex.com

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.

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. Instead, you can add a phone number in this format tel:<phone number>, for example, tel:1234.

Custom Content Field

Default: Empty

This setting works only when the Action Button Function is set to Custom.

Enter the HTTP data such as method, header, and post content, with a maximum length of 1024 characters. When configured, the phone sends an HTTP Post request when the Action is pressed.

You can also use other macros such as $MA, $SN.

For POST script examples and the syntax, see HTTP Post request for the Action button.

Service Secret

Default: Empty

A service secret can be an authentication secret, token or password. The entered secret is displayed as a masked string and can be referenced using the macro $SS in Custom Content Field and Action Button Service Destination.

Service Trigger

Default: Single Press

Options: Single Press, Long Press, Press 3 times, MultiTrigger

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 one second between each press to trigger the associated call or service.

MultiTrigger: Select this option to associate multiple triggers and events to the Action button. Then, go to the MultiTrigger - Single Press, MultiTrigger - Long Press, and MultiTrigger - Press Three Times sections to configure the specific settings.

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 event immediately upon detecting the trigger, as specified by a single press, long press, or triple presses on the button.

Silent Emergency Call

Default: Disabled

Options: Enabled, Disabled

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. The phone locks all functions during a silent emergency call, by default. To allow users to restore normal phone operation while maintaining the silent emergency call, enable the Allow Silent Emergency Call Retrieval feature.

  • When disabled, the emergency call functions as a two-way call, similar to other outgoing calls.

Allow Silent Emergency Call Retrieval

Default: No

Options: Yes, No

Controls whether users can retrieve phone functionality during a silent emergency call. By default, once a silent emergency call is initiated, the phone locks all functions until the call recipient ends the call.

When this parameter is set to Yes, users can press any key to restore normal phone operation while maintaining the emergency call. The call audio remains silent unless the user increases the volume using the Volume key.

The parameters in the following table are available in the MultiTrigger - Single Press, MultiTrigger - Long Press, and MultiTrigger - Press Three Times sections on the Voice > Phone tab.

Table 2. Parameters for multiple triggers
ParameterDefault and optionsDescription
Action Button Function

Default: Off

Options: Off, Emergency Call, Custom

Select the service that phone users can access via the service trigger.

  • Off: When set to Off, the action trigger will not function.
  • Emergency Call: Users can place a call to the designated emergency number via the action trigger.
  • Custom: Users can access the designated service via the action trigger.

    When you set the field to Emergency Call or Custom, make sure that you enter the proper service destination in the Action Button Service Destination field. Or, the phone will display a configuration error.

Action Button Service Name

Default: Empty

Optionally specify a name for the service associated with the action trigger. 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.

Action Button Service Destination

Default: Empty

Provide the phone number, the URI for emergency call, or the URL for the custom service.

If you enter a service URL, the URL must start with http:// or https://.

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. Instead, you can add a phone number in this format tel:<phone number>, for example, tel:1234.

Custom Content Field

Default: Empty

This setting works only when the Action Button Function is set to Custom.

Enter the HTTP data such as method, header, and post content, with a maximum length of 1024 characters. When configured, the phone sends an HTTP Post request when the Action is pressed.

You can use macros in the HTTP data, such as $MA, $SN.

For POST script examples and the syntax, see HTTP Post requests for the Action button.

Service Secret

Default: Empty

A service secret can be an authentication secret, token or password. The entered secret is displayed as a masked string and can be referenced using the macro $SS in Custom Content Field and Action Button Service Destination.

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 event immediately upon detecting the trigger, as specified by a single press, long press, or triple presses on the button.

Silent Emergency Call

Default: Disabled

Options: Enabled, Disabled

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. The phone locks all functions during a silent emergency call, by default. To allow users to restore normal phone operation while maintaining the silent emergency call, enable the Allow Silent Emergency Call Retrieval feature.

  • When disabled, the emergency call functions as a two-way call, similar to other outgoing calls.

HTTP Post request for the Action button

The Action button on Cisco Desk Phone 9800 Series can be configured to trigger XML applications through HTTP Post requests.

In Custom Content Field, enter the request script. You can specify either XML or JSON content type and include macros in the request. For example, $SScan be added to the script to retrieve the authentication secret, token, or password provided in the Service Secret field.

The following examples are in XML and JSON:

Sample #1: XML
--method POST
--header 'Content-Type: application/xml'
--header 'Authorization: Bearer username:$SS'
--body '<MetaData><Trigger>True</Trigger><Description>This is for HTTP POST XML</Description></MetaData>' 

Sample #2: JSON
--method POST
--header 'Content-Type: application/json'
--header 'Authorization: $SS'
--body '{"events":[{"evtid":"12345", "parameters": {"trigger":true}, "Description":"This is for HTTP POST JSON"}]}'

The following example is for an HTTP Post request. 

--method POST
--header 'Content-Type: application/xml'
--body '<MetaData><Trigger>True</Trigger><Description>This is for HTTP POST XML</Description></MetaData>'
Table 3. Supported macros
Macro nameMacro expansion
#DEVICENAME#The device name displayed in the calling system; for example, SEP845A3EC21288
$MAMAC address using lowercase hex digits (000e08aabbcc).
$MCASTADDRAddress of multicast paging application.

$PN

$PSN

Product Name; for example, DP-9851, DP-9871.
$SNSerial Number string; for example, FVH28022D0T.
$SSService secret required to access an XML application.