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Configuration · guide

Setting up Single Number Reach and Mobile Connect in Unified CM

Cisco Unified CM

Verified 2026-10-02 · 80 sources · tier 2–5

For Unified CM administrators adding Cisco Unified Mobility (Single Number Reach) to users on a cluster with a working dial plan, PSTN routing and desk phones..

Single Number Reach gives the user one enterprise number and voicemail at which callers reach the desk phone or any configured remote destination 48. Cisco's Single Number Reach tech note describes the Cisco Unified Mobility application as known as Mobile Connect 26.

Before you start

  • Cisco states that enabling Mobility features requires planning so that the dial plan and call routing configuration can handle the deployment 39.
  • Cisco Unified Mobility is included in all Unified CM user-based licenses from basic to professional 24.
  • Cisco states that its mobility solution is verified only with Cisco equipment 8.
  • Cisco Unified Mobility features are not supported for T1 CAS, FXO, FXS and BRI 18.
  • The Release 15 Unified Mobility task flow runs: configure mobility users, configure mobility for IP phones, Mobile Voice Access (optional), Enterprise Feature Access (optional), Intelligent Session Control, mobility service parameters (optional), Cisco Jabber dual-mode, then other dual-mode devices 52.
  • Intelligent Session Control is enabled by setting the Cisco CallManager service parameter Reroute Remote Destination Calls to Enterprise Number to True 21, and it does not support direct URI dialing 20.
  • WarmTransfer's reading of the sources is that, as of 2026-09-30, the newest Unified CM build with published ReadMe and release notes is 15SU4a, so new deployments and upgrades would normally target 15SU4a or later 63.
  • Inventory, per user: the desk phone and its directory number, the mobile numbers that will become remote destinations, and a calling search space that can route to those numbers, since a caller can reach a destination only if the destination's partition is in the caller's calling search space 64.

See also Troubleshooting Single Number Reach that does not ring mobiles and Setting up LDAP directory sync and authentication in Unified CM.

What changes by situation

Pick your answers to see only your path. Nothing is sent anywhere until you make a plan.

How will you enable mobility for the chosen users?
Should remote destinations ring at all hours or only on a schedule?
Should ringing depend on who is calling?
Will users invoke enterprise mid-call features from their mobile phone?
Will users place enterprise-anchored calls by dialling in with Mobile Voice Access?
Will Cisco Jabber run as a dual-mode client on users' mobiles?

Six questions. One permanent page you can send to your manager.

Step 1 Check phone and gateway support

Do

Generate a phone feature list report for the Mobility feature to find which Cisco IP Phones support the Mobility softkey 27. Single Number Reach, Move to Mobile and Desk Pickup are supported on Cisco Desk Phone 9800 Series and Video Phone 8875 registered to Unified CM 38. PhoneOS firmware for the 8875 and 9800 series phones ships natively in the 15SU4a ISO and is installed by default 65. Confirm that the calls to remote destinations will not depend on T1 CAS, FXO, FXS or BRI, which Cisco Unified Mobility features do not support 18.

Verify

Suggested check: confirm that the report lists every desk phone model you plan to give the Mobility softkey.

Step 2 Enable mobility on the users

One user at a time in End User Configuration

Do

At User Management > End User, open each user and check Enable Mobility in the Mobility Information area 55. On the same end-user page, set Maximum Wait Time for Desk Pickup in milliseconds, which is the time after hanging up a call from a remote destination during which the user can still resume it from the desk phone 10. The default Maximum Wait Time for Desk Pickup is 10 seconds 9, while the field itself is set in milliseconds 10. On the same end-user page, set Remote Destination Limit, which sets how many remote destinations the user may have as Single Number Reach targets, then save 43.

Verify

A user must have Enable Mobility checked before Single Number Reach remote destinations can be owned by that user 66. Suggested check: reopen each user and confirm that Enable Mobility is still checked after the save.

Rollback

Suggested rollback: uncheck Enable Mobility on the user and save.

Existing users in bulk with Bulk Administration

Do

Enable mobility for existing users in bulk through Bulk Administration with Update Users > Query 56. The end user's Remote Destination Limit field sets how many remote destinations the user may have as Single Number Reach targets 43, and the default Maximum Wait Time for Desk Pickup is 10 seconds 9.

Verify

A mobility user shows Enable Mobility checked in the Mobility Information area at User Management > End User 55. Suggested check: open several of the updated users and confirm the checkbox is set on each.

Rollback

Suggested rollback: run a second update job against the same query that clears the mobility setting.

Newly synced LDAP users through a Feature Group Template

Do

Set the mobility settings in the Feature Group Template used by LDAP synchronization, so that newly synced users inherit them 57. A feature group template is created at User Management > User/Phone Add > Feature Group Template 67 and assigned to a sync from the Feature Group Template drop-down list in the LDAP Directory window 68. After the initial LDAP synchronization, new configurations such as a feature group template cannot be added to that LDAP directory sync 69. End users are synced with the assigned feature group template only the first time, when they are not yet present in Unified CM 70. For users who already exist, enable mobility through Bulk Administration (Update Users > Query) 56.

Verify

Clicking Perform Full Sync Now completes an LDAP sync immediately; otherwise the sync runs at the next scheduled time 71. Suggested check: after the sync, open a newly synced user and confirm that Enable Mobility is checked.

Rollback

Suggested rollback: remove the mobility settings from the template used for future imports, then clear the setting on users already created by the same method you used to set it.

Step 3 Add the Mobility softkey and allow it in the Feature Control Policy

Do

At Device > Device Settings > Softkey Template, use Configure Softkey Layout to add the Mobility softkey; it is enabled on all phones that use that template 50. If your phones use a Feature Control Policy, enable Mobility at Device > Device Settings > Feature Control Policy with Override Default and Enable Setting checked 17.

Verify

If Mobility is disabled in the Feature Control Policy that phones use, the Mobility softkey is disabled on those phones 17. Suggested check: reopen the template and the policy and confirm that Mobility is present and enabled in both.

Rollback

Suggested rollback: remove Mobility from the template layout and return the policy setting to its previous value.

Step 4 Point each desk phone at the template and the mobility user

Do

At Device > Phone, select the mobility softkey template, set the Owner User ID to the mobility-enabled user, optionally apply the Feature Control Policy, and save 37.

Verify

Suggested check: after the phone resets, confirm that the Mobility softkey is shown on each supported model.

Rollback

Suggested rollback: restore the previous softkey template and owner on the phone and save.

Step 5 Create the Remote Destination Profile

Do

At Device > Device Profile > Remote Destination Profile, create a profile with a Name, User ID and Device Pool, and associate the desk phone directory number with Add a New DN 42. Unified CM tries to reach the remote destination through the profile's Rerouting Calling Search Space, so that CSS must be able to route to the remote destination number 44. Remote Destination Profile templates in Bulk Administration carry Device Pool, User ID, Calling Search Space and Rerouting Calling Search Space among their fields 6. In the field, the Rerouting CSS is used for Mobile Connect calls and must see the PSTN route patterns, while the profile's ordinary CSS governs Mobile Voice Access calls 72.

Verify

Cisco's verification checks that the Remote Destination Profile name appears on the end user page and in the Associated Devices of the directory number page 59.

Rollback

Suggested rollback: delete any remote destinations that select this profile, then delete the profile.

Step 6 Add the remote destination and set its timers

Do

At Device > Remote Destination, enter the Destination number, choose the Mobility User ID, check Enable Unified Mobility features, select the Remote Destination Profile and the Single Number Reach Voicemail Policy, and check Enable Single Number Reach 41. Check Enable Move to Mobile to include the destination in the Mobility softkey list, which lets the user transfer an active desk phone call to that mobile device 30. The Single Number Reach Voicemail Policy has two options, Timer Control (the default) and User Control, and the timer fields shown change when User Control is chosen 61. Under Timer Control, setting the Wait (delay before ringing) value to zero makes the remote destination ring immediately 62. Cisco advises calibrating "Stop ringing this phone after" to less than the time after which the mobile provider sends the call to the mobile voicemail 51. In the field, practitioners zero the answer-too-soon and answer-too-late timers in labs but tune them in production to stop the cell phone's voicemail answering the SNR leg 73. Field reports suggest that a remote destination that never rings is often fixed by checking the line association check box that links the remote destination to the internal extension 74.

Verify

Suggested check: call the desk number from another phone and confirm that the mobile rings along with the desk phone.

Rollback

Suggested rollback: uncheck Enable Single Number Reach on the remote destination, or delete the remote destination.

Step 7 Set the ring schedule

Ring whenever the enterprise number rings

Do

Leave the remote destination's ring schedule at All the time and save 45.

Verify

Suggested check: call the desk number at different times of day and confirm that the mobile rings each time.

Ring only during a defined schedule

Do

Choose a specified ring schedule on the remote destination and set its time zone, then save 45. WarmTransfer's reading of the sources is that time-of-day ringing is controlled per remote destination by its ring schedule, so each remote destination needs its own schedule 54.

Verify

Suggested check: place test calls inside and outside the schedule and confirm that the mobile rings only inside it.

Rollback

Suggested rollback: set the ring schedule back to All the time and save.

Step 8 Build and apply the caller access list

No access list

Do

Leave the remote destination's ring schedule area without an access list; a list takes effect only when it is selected under "Ring this destination only if caller is in" or "Do not ring this destination if caller is in" 1.

Verify

Suggested check: call the desk number from more than one external number and confirm that each call rings the mobile.

Ring only for callers on an Allowed list

Do

At Call Routing > Class of Control > Access List, add a list and tie it to the user through the Owner drop-down 3. Set the Type to Allowed, where all numbers in the list are allowed 4. Define members with a Filter Mask of Not Available, Private or Directory Number, and give a Directory Number filter a DN Mask 2. In the remote destination's ring schedule area, choose "Ring this destination only if caller is in" and select the list 1. WarmTransfer's reading of the sources is that an access list only narrows which callers ring the destination inside its ring schedule 54.

Verify

Suggested check: call from a number on the list and from a number not on it, and confirm that only the listed caller rings the mobile.

Rollback

Suggested rollback: set the remote destination back to ringing for all callers, save, then delete the list.

Do not ring for callers on a Blocked list

Do

At Call Routing > Class of Control > Access List, add a list and tie it to the user through the Owner drop-down 3. Set the Type to Blocked, where all numbers in the list are blocked 4. Define members with a Filter Mask of Not Available, Private or Directory Number, and give a Directory Number filter a DN Mask 2. In the remote destination's ring schedule area, choose "Do not ring this destination if caller is in" and select the list 1. WarmTransfer's reading of the sources is that an access list only narrows which callers ring the destination inside its ring schedule 54.

Verify

Suggested check: call from a number on the list and from a number not on it, and confirm that only the unlisted caller rings the mobile.

Rollback

Suggested rollback: set the remote destination back to ringing for all callers, save, then delete the list.

Step 9 Enterprise Feature Access for mid-call features

Not used

Do

Leave Enterprise Feature Access unconfigured; it requires the Cisco CallManager service parameter Enable Enterprise Feature Access to be set to True 16.

Verify

Suggested check: confirm that the service parameter for this feature is not set to True.

Configure Enterprise Feature Access

Do

At Call Routing > Mobility > Enterprise Feature Access Number Configuration, add a unique DID Number with a Route Partition, and optionally check Default Enterprise Feature Access Number 14. Set the Cisco CallManager service parameter Enable Enterprise Feature Access to True 16. Keep or edit the default DTMF codes under Clusterwide Parameters (System - Mobility): Hold *81, Exclusive Hold *82, Resume *83, Transfer *84, Conference *85, Session Handoff *74, Start Selective Recording *86 and Stop Selective Recording *87 13. Confirm that calls from cellular networks deliver out-of-band DTMF, which enterprise features used from those networks require 15.

Verify

Suggested check: answer a call on the mobile, enter the hold code, then enter the resume code, and confirm that the call holds and resumes.

Rollback

Suggested rollback: set the feature's service parameter back to False and delete the access number you added.

Step 10 Mobile Voice Access

Not used

Do

If the cluster still uses an H.323 or SIP VXML gateway for Mobile Voice Access, remove that dependency before moving to 14SU5 or 15SU4, which Cisco's deprecation notice lists as not supporting it 34.

Verify

Suggested check: confirm no VXML gateway is still configured for Mobile Voice Access.

Native IVR-based Mobile Voice Access

Do

Make sure the Interactive Voice Response service is active and included in a Media Resource Group List 31. We infer that a cluster on 15SU4 or later needs the IVR media resource in the users' media resource group list rather than a VXML gateway 32. Check Enable Mobile Voice Access on each user in the Mobility Information area 55. On the publisher's Cisco CallManager service parameters, set Enable Mobile Voice Access to True, enter the Mobile Voice Access Number users dial, then restart the Cisco CallManager service 33. From Release 15SU4, Unified CM does not support Mobile Voice Access via H.323 and SIP VXML gateways 35, and Cisco recommends native Mobile Voice Access instead 36.

Verify

Mobile Voice Access is not available while the publisher node is unreachable 40. Suggested check: with the publisher reachable, dial the access number from a remote destination and place a call to an outside number.

Rollback

Suggested rollback: set the access feature's service parameter back to False, restart the call processing service, and uncheck the setting on each user.

Step 11 Jabber dual-mode clients

Plain mobile or PSTN numbers only

Do

Use only the remote destinations configured earlier; the Mobility Profile, dual-mode device, Mobility Identity and Handoff number belong to the Cisco Jabber dual-mode task flow 23.

Verify

Suggested check: confirm that no dual-mode client device was added for these users.

Add Jabber dual-mode devices with a Mobility Identity

Do

At Call Routing > Mobility > Mobility Profile, create a profile with Dial via Office Reverse as the Mobile Client Calling Option and set the Callback Caller ID for Dial-via-Office Reverse 29. At Device > Phone, add a Cisco Dual Mode for Android or Cisco Dual Mode for iPhone device with Device Name, Device Pool, Softkey Template, Owner User ID, Mobility User ID, Device Security Profile and SIP Profile, then associate a directory number 12. From the device, use Add New Mobility Identity, enter the mobile number as Destination, select the Mobility Profile and check Enable Single Number Reach 28. Set the handoff DID with its Route Partition at Call Routing > Mobility > Handoff Configuration, entering a number that starts with + with a preceding backslash 19. When first configured, Jabber devices count as registered devices toward the node's Maximum Number of Registered Devices service parameter 22.

Verify

Suggested check: confirm that the client registers and that a call to the desk number rings the mobile.

Rollback

Suggested rollback: delete the mobility identity, then the dual-mode device, then the profile created for it.

Step 12 Test end to end and record known limits

Do

Run Dialed Number Analyzer from Cisco Unified Serviceability > Tools against the enterprise number and confirm that Unified CM sends the call to the remote destination as well as the desk phone 58. For Single Number Reach calls to a remote destination, the originating caller's device pool selects the standard local route group 25. Record these limits for users and support staff:

  • Call Forward Unregistered is not supported when a remote destination is configured, or when a Mobility Identity has a mobile number with Single Number Reach enabled 7, and Cisco points to Call Forward Busy and Call Forward No Answer instead 75.
  • When a hunt group points at directory numbers that have Single Number Reach enabled, the call does not extend to the remote destinations unless all devices in the hunt group are logged in 49.
  • A remote destination call does not work when auto answer is enabled 5.
  • If Do Not Disturb is enabled on the desk phone, a direct call to the remote destination is not anchored and the desk phone cannot enter the remote In use state 11; Cisco ties this to DND with the call reject option or the DND softkey, while DND with ring off still anchors the call 76.
  • A video call received at the desk phone cannot be picked up on the mobile phone 60.
  • Each remote destination supports a maximum of 6 active calls 47.
  • Unified CM does not support call queuing with Cisco Unified Mobility 77.

Verify

Cisco's verification step is that the Dialed Number Analyzer output extends the call to the Remote Destination Profile along with the desk phone 78. Suggested check: place live calls to confirm the mobile rings, that Move to Mobile hands an active desk call to the mobile, and that a call hung up on the mobile can be resumed on the desk phone within the wait window.

Applicability

Applies to: Cisco Unified Communications Manager and Cisco Desk Phone 9800 Series. Deployments: on-premises and dedicated instance. Sources checked 2026-10-02. Cisco lists Version 15 as the latest Unified CM major release, released on 16 October 2023 79. From Release 15SU4, Unified CM does not support Mobile Voice Access via H.323 and SIP VoiceXML gateways, and the Cisco Unified Mobile Voice Access Service is deprecated 35. Native Mobile Voice Access is available in Unified CM 12.5 and later 36, and Unified CM Version 12.5 reached end of support on 31 August 2025 80. Single Number Reach, Move to Mobile and Desk Pickup support on Cisco Desk Phone 9800 Series and Video Phone 8875 applies when they are registered to Unified CM 38.

What remains uncertain

  • Default values and ranges for the remote destination timers in Unified CM are not covered by the sources below.
  • Recommended values for inbound caller ID matching and calling-number normalization are not covered by the sources below.
  • Native Mobile Voice Access dial-plan details beyond the IVR prerequisite and the service parameters are not covered by the sources below.
  • Mobile clients other than the dual-mode devices described here, mobility for clients connecting from outside the enterprise network, and user self-provisioning of remote destinations are not covered by the sources below.
  • A full configuration walkthrough for Intelligent Session Control is not covered by the sources below.

See also

Related to

Referenced by

Sources

  1. 1
    An access list is applied in the remote destination's ring schedule area by choosing either 'Ring this destination only if caller is in' or 'Do not ring this destination if caller is in' and selecting the list.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure an Access List / Configure a Remote Destination, ring schedule area · Checked 2026-10-02
  2. 2
    Access list members are defined with a Filter Mask of Not Available, Private or Directory Number, and a Directory Number filter takes a DN Mask.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure an Access List, Filter Mask · Checked 2026-10-02
  3. 3
    Access lists for Unified Mobility are configured at Call Routing > Class of Control > Access List and are tied to a user through the Owner drop-down.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure an Access List · Checked 2026-10-02
  4. 4
    An access list is either Allowed, where all numbers in the list are allowed, or Blocked, where all numbers in the list are blocked.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure an Access List, Type field · Checked 2026-10-02
  5. 5
    A remote destination call does not work when auto answer is enabled.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Restrictions table, Auto Answer · Checked 2026-10-02
  6. 6
    Remote Destination Profile templates in Bulk Administration carry Device Pool, User ID, Calling Search Space and Rerouting Calling Search Space among their fields.
    Bulk Administration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Remote Destination Profiles · Remote Destination Profile Templates, field descriptions · Checked 2026-10-02
  7. 7
    Call Forward Unregistered is not supported and does not work when a remote destination is configured, or when a Mobility Identity has a mobile number with Single Number Reach enabled.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Restrictions table, Call Forwarding Unregistered · Checked 2026-10-02
  8. 8
    Cisco states that its mobility solution is verified only with Cisco equipment.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Prerequisites · Checked 2026-10-02
  9. 9
    The default Maximum Wait Time for Desk Pickup is 10 seconds.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Overview, Mobility Features table (Desk Pickup) · Checked 2026-10-02
  10. 10
    Maximum Wait Time for Desk Pickup, set in milliseconds on the end user, is the time after hanging up a call from a remote destination during which the user can still resume it from the desk phone.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure a Mobility User, Mobility Information area field descriptions · Checked 2026-10-02
  11. 11
    If Do Not Disturb is enabled on the desk phone, a direct call to the remote destination is not anchored and the desk phone cannot be placed in the remote In use state.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Restrictions table, Do Not Disturb on the Desk Phone and Direct Calls to Remote Destination · Checked 2026-10-02
  12. 12
    A Jabber dual-mode device is added at Device > Phone as Cisco Dual Mode for Android or Cisco Dual Mode for iPhone with Device Name, Device Pool, Softkey Template, Owner User ID, Mobility User ID, Device Security Profile and SIP Profile, and then a directory number is associated.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Add a Dual-Mode Device for Cisco Jabber · Checked 2026-10-02
  13. 13
    The default Enterprise Feature Access DTMF codes are Hold *81, Exclusive Hold *82, Resume *83, Transfer *84, Conference *85, Session Handoff *74, Start Selective Recording *86 and Stop Selective Recording *87, editable under Clusterwide Parameters (System - Mobility).
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure Enterprise Feature Access, Clusterwide Parameters (System - Mobility) · Checked 2026-10-02
  14. 14
    The Enterprise Feature Access number is configured at Call Routing > Mobility > Enterprise Feature Access Number Configuration with a unique DID Number, a Route Partition and an optional Default Enterprise Feature Access Number checkbox.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure Enterprise Feature Access · Checked 2026-10-02
  15. 15
    Enterprise features used from cellular networks require out-of-band DTMF.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Restrictions table, Enterprise Features From Cellular Networks · Checked 2026-10-02
  16. 16
    Enterprise Feature Access also requires the Cisco CallManager service parameter Enable Enterprise Feature Access to be set to True.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure Enterprise Feature Access, service parameter step · Checked 2026-10-02
  17. 17
    If Mobility is disabled in the Feature Control Policy that phones use, the Mobility softkey is disabled on those phones; it is enabled at Device > Device Settings > Feature Control Policy with Override Default and Enable Setting checked.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Enable Mobility Within Feature Control Policy · Checked 2026-10-02
  18. 18
    Cisco Unified Mobility features are not supported for T1 CAS, FXO, FXS and BRI.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Restrictions table, Gateways and Ports · Checked 2026-10-02
  19. 19
    The handoff number for Wi-Fi to mobile network handoff is a DID set at Call Routing > Mobility > Handoff Configuration with its Route Partition, and a number starting with + must be entered with a preceding backslash.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure Handoff Number · Checked 2026-10-02
  20. 20
    Intelligent Session Control does not support direct URI dialing.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Restrictions table, SIP URI and Direct Calls to Remote Destination · Checked 2026-10-02
  21. 21
    Intelligent Session Control is enabled by setting the Cisco CallManager service parameter Reroute Remote Destination Calls to Enterprise Number to True; Ring All Shared Lines and Ignore Call Forward All on Enterprise DN (default True) sit under the same heading.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure Intelligent Session Control · Checked 2026-10-02
  22. 22
    When first configured, Jabber devices count as registered devices toward the node's Maximum Number of Registered Devices service parameter.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Restrictions table, Jabber Devices · Checked 2026-10-02
  23. 23
    The Cisco Jabber dual-mode task flow is: configure a Mobility Profile, add a dual-mode device for Cisco Jabber, configure a Mobility Identity, and configure the Handoff number.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure Cisco Jabber Dual-Mode task flow · Checked 2026-10-02
  24. 24
    Cisco Unified Mobility is included in all Unified CM user-based licenses from basic to professional.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Interactions table, Licensing row · Checked 2026-10-02
  25. 25
    For Single Number Reach calls to a remote destination, the originating caller's device pool selects the standard local route group.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Interactions table, Local Route Groups · Checked 2026-10-02
  26. 26
    Cisco's Single Number Reach tech note describes the Cisco Unified Mobility application as known as Mobile Connect.
    Configure Single Number Reach for CallManager · Introduction · Checked 2026-10-02
  27. 27
    To find which Cisco IP Phones support the Mobility softkey, Cisco directs administrators to generate a phone feature list report for the Mobility feature.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Prerequisites (Generate a Phone Feature List) · Checked 2026-10-02
  28. 28
    A Mobility Identity, added from the dual-mode device with Add New Mobility Identity, holds the device's mobile number as Destination and the Mobility Profile, and checking Enable Single Number Reach lets the device be reached on the enterprise number.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure a Mobility Identity · Checked 2026-10-02
  29. 29
    A Mobility Profile is created at Call Routing > Mobility > Mobility Profile, choosing Dial via Office Reverse as the Mobile Client Calling Option and setting the Callback Caller ID for Dial-via-Office Reverse.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure a Mobility Profile · Checked 2026-10-02
  30. 30
    Checking Enable Move to Mobile on a remote destination includes it in the Mobility softkey list, letting the user transfer an active desk phone call to that mobile device.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure a Remote Destination; Mobility Features table (Move to Mobile) · Checked 2026-10-02
  31. 31
    Mobile Voice Access requires the Interactive Voice Response service to be active and included in a Media Resource Group List.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Prerequisites · Checked 2026-10-02
  32. 32
    A cluster on 15SU4 or later that wants Mobile Voice Access has to use the native, IVR-based method, so it needs the IVR media resource in the users' media resource group list rather than a VXML gateway.inferred
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure Mobile Voice Access note; Prerequisites · Checked 2026-10-02
  33. 33
    Mobile Voice Access is enabled on the publisher's Cisco CallManager service parameters by setting Enable Mobile Voice Access to True and entering the Mobile Voice Access Number users dial, then restarting the Cisco CallManager service.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure Mobile Voice Access task flow (Enable Mobile Voice Access; restart Cisco CallManager) · Checked 2026-10-02
  34. 34
    Cisco's deprecation notice lists both Unified CM 14SU5 and 15SU4 as releases that do not support Mobile Voice Access via H.323 and SIP VXML gateways.
    Deprecation of Mobile Voice Access via H.323 and SIP VXML Gateways in Cisco Unified Communications Manager · Affected releases · Checked 2026-10-02
  35. 35
    From Release 15SU4, Unified CM does not support Mobile Voice Access via H.323 and SIP VoiceXML (VXML) gateways, and the Cisco Unified Mobile Voice Access Service is deprecated.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure Mobile Voice Access, note · Checked 2026-10-02
  36. 36
    Cisco recommends native Mobile Voice Access instead of VXML gateways, and native Mobile Voice Access is available in Unified CM 12.5 and later.
    Deprecation of Mobile Voice Access via H.323 and SIP VXML Gateways in Cisco Unified Communications Manager · Recommended alternative · Checked 2026-10-02
  37. 37
    To configure an IP phone for mobility, at Device > Phone select the mobility softkey template, set the Owner User ID to the mobility-enabled user, optionally apply the Feature Control Policy, and save.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure IP Phone for Mobility · Checked 2026-10-02
  38. 38
    Single Number Reach, Move to Mobile and Desk Pickup are supported on Cisco Desk Phone 9800 Series and Video Phone 8875 registered to Unified CM.
    Cisco Unified Mobility on 9800/8875 (Unified CM) · Supported mobility features · Checked 2026-10-02
  39. 39
    Cisco states that enabling Mobility features requires planning so that the dial plan and call routing configuration can handle the deployment.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Prerequisites · Checked 2026-10-02
  40. 40
    Mobile Voice Access is not available while the publisher node is unreachable, and Single Number Reach cannot be toggled then either.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Restrictions table, Unified Communications Manager publisher dependent features · Checked 2026-10-02
  41. 41
    A remote destination is added at Device > Remote Destination by entering the Destination number, choosing the Mobility User ID, checking Enable Unified Mobility features, selecting the Remote Destination Profile and the Single Number Reach Voicemail Policy, and checking Enable Single Number Reach.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure a Remote Destination · Checked 2026-10-02
  42. 42
    A Remote Destination Profile is created at Device > Device Profile > Remote Destination Profile with a Name, User ID and Device Pool, and the desk phone directory number is associated to it with Add a New DN.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure a Remote Destination Profile · Checked 2026-10-02
  43. 43
    The end user's Remote Destination Limit field sets how many remote destinations the user may have as Single Number Reach targets.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure a Mobility User, Mobility Information area · Checked 2026-10-02
  44. 44
    Unified CM tries to reach the remote destination through the Remote Destination Profile's Rerouting Calling Search Space, so that CSS must be able to route to the remote destination number.
    Configure Single Number Reach for CallManager · Configure, Remote Destination Profile Configuration · Checked 2026-10-02
  45. 45
    A remote destination's ring schedule can be All the time or a specified schedule, and a time zone is set when a schedule is used.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure a Remote Destination, ring schedule steps · Checked 2026-10-02
  46. 46
    Mobility service parameters are under System > Service Parameters > Cisco CallManager in the headings Clusterwide Parameters (System - Mobility), (System - Mobility Single Number Reach Voicemail) and (Feature - Reroute Remote Destination Calls to Enterprise Number).
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure Mobility Service Parameters · Checked 2026-10-02
  47. 47
    Each remote destination supports a maximum of six active calls.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Interactions table, Number of Supported Calls · Checked 2026-10-02
  48. 48
    Single Number Reach gives the user one enterprise number and voicemail at which callers reach the desk phone or any configured remote destination.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Overview, Mobility Features table (Single Number Reach) · Checked 2026-10-02
  49. 49
    When a hunt group points at directory numbers that have Single Number Reach enabled, the call does not extend to the SNR remote destinations unless all devices in the hunt group are logged in.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Restrictions table, Single Number Reach with Hunt Groups · Checked 2026-10-02
  50. 50
    The Mobility softkey is added to a softkey template at Device > Device Settings > Softkey Template using Configure Softkey Layout, and it is enabled on all phones that use that template.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure Softkey Template for Mobility · Checked 2026-10-02
  51. 51
    Cisco advises calibrating the remote destination's 'Stop ringing this phone after' value to less than the time after which the mobile provider sends the call to the mobile voicemail, so SNR calls do not land in the mobile voicemail.
    Configure Single Number Reach for CallManager · Configure, Remote Destination Configuration · Checked 2026-10-02
  52. 52
    The Release 15 Unified Mobility task flow runs: configure mobility users, configure mobility for IP phones, Mobile Voice Access (optional), Enterprise Feature Access (optional), Intelligent Session Control, mobility service parameters (optional), Cisco Jabber dual-mode, then other dual-mode devices.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Configuration Task Flow · Checked 2026-10-02
  53. 53
    The remote destination timer fields were previously named Delay before ringing timer, Answer too soon timer and Answer too late timer.
    Configure Single Number Reach for CallManager · Configure, Remote Destination Configuration (timer naming note) · Checked 2026-10-02
  54. 54
    Time-of-day ringing for Single Number Reach is controlled per remote destination by its ring schedule, and an access list only narrows which callers ring that destination inside the schedule, so a reader who wants both must configure both on each remote destination.inferred
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure a Remote Destination (ring schedule); Configure an Access List · Checked 2026-10-02
  55. 55
    A mobility user is configured at User Management > End User by checking Enable Mobility in the Mobility Information area; Enable Mobile Voice Access is an optional checkbox in the same area.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure a Mobility User, procedure · Checked 2026-10-02
  56. 56
    Mobility can be enabled for existing users in bulk through Bulk Administration (Update Users > Query).
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure Mobility Users Through Bulk Administration · Checked 2026-10-02
  57. 57
    Mobility settings can be provisioned through the Feature Group Template used by LDAP synchronization, and newly synced users inherit the mobility settings from that template.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Provision Mobility Users Through LDAP · Checked 2026-10-02
  58. 58
    Cisco's verification for SNR is a Dialed Number Analyzer test (Cisco Unified Serviceability > Tools > Dialed Number Analyzer) confirming that Unified CM sends the call to the remote destination as well as the desk phone.
    Configure Single Number Reach for CallManager · Verify · Checked 2026-10-02
  59. 59
    Cisco's SNR verification also checks that the Remote Destination Profile name appears on the end user page and in the Associated Devices of the directory number page.
    Configure Single Number Reach for CallManager · Verify · Checked 2026-10-02
  60. 60
    Mobility does not apply to video calls: a video call received at the desk phone cannot be picked up on the mobile phone.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Restrictions table, Video Calls · Checked 2026-10-02
  61. 61
    The Single Number Reach Voicemail Policy has two options, Timer Control (the default) and User Control, and the timer fields shown change when User Control is chosen.
    Configure Single Number Reach for CallManager · Configure, Remote Destination Configuration · Checked 2026-10-02
  62. 62
    Under Timer Control, setting the Wait (delay before ringing) value to zero makes the remote destination ring immediately.
    Configure Single Number Reach for CallManager · Configure, Remote Destination Configuration · Checked 2026-10-02
  63. 63
    As of 2026-09-30, the newest Unified CM build with published ReadMe and release notes is 15SU4a, and Version 14 has passed its end of software maintenance, so new deployments and upgrades would normally target 15SU4a or later.inferred
    ReadMe for Cisco Unified Communications Manager Release 15SU4a · Document header (Last Updated July 29 2026); combined with cisco-eol-v14-onprem-calling-apps Table 1 · Checked 2026-09-30
  64. 64
    A calling search space is a prioritized list of partitions. A caller can reach a destination only if the destination's partition is in the caller's calling search space.
    System Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Configure Partitions · Configure Partitions, Calling Search Spaces overview · Checked 2026-09-30
  65. 65
    PhoneOS firmware for the 8875 and 9800 series phones ships natively in the 15SU4a ISO and is installed by default.
    ReadMe for Cisco Unified Communications Manager Release 15SU4a · Phone firmware / important notes section · Checked 2026-09-30
  66. 66
    A Unified CM end user must have the Enable Mobility check box checked in End User Configuration before Single Number Reach remote destinations can be owned by that user.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure a Mobility User, Step 3; Configure a Remote Destination, Step 3 (Mobility User ID lists mobility-enabled users) · Checked 2026-10-02
  67. 67
    A feature group template is created at User Management > User/Phone Add > Feature Group Template, where Home Cluster and Enable User for Unified CM IM and Presence are set and a service profile and user profile are selected; it is then associated with an LDAP directory sync to apply its settings to synchronized end users.
    System Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Configure Provisioning Profiles · section: Configure a Feature Group Template · Checked 2026-09-30
  68. 68
    A feature group template is assigned to an LDAP directory sync by selecting it from the Feature Group Template drop-down list in the LDAP Directory window.
    System Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Configure LDAP Synchronization · section: Configure LDAP Directory Synchronization, Step 9 · Checked 2026-09-30
  69. 69
    After the initial LDAP synchronization has occurred, new users can still be synchronized but new configurations, such as a feature group template, cannot be added to that LDAP directory sync.
    System Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Configure LDAP Synchronization · section: Enable LDAP Directory Synchronization, Note; and section: LDAP Synchronization Overview · Checked 2026-09-30
  70. 70
    End users are synced with the assigned feature group template only the first time, when the users are not yet present in Unified CM.
    System Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Configure LDAP Synchronization · section: Configure LDAP Directory Synchronization, Note after Step 9 · Checked 2026-09-30
  71. 71
    After saving the LDAP directory, clicking Perform Full Sync Now completes an LDAP sync immediately; otherwise the sync runs at the next scheduled time.
    System Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Configure LDAP Synchronization · section: Configure LDAP Directory Synchronization, Steps 15-16 · Checked 2026-09-30
  72. 72
    Practitioners note the Rerouting CSS is used for Mobile Connect calls and must see the PSTN route patterns, while the RDP's ordinary CSS governs Mobile Voice Access calls.field report
    Unified Mobility and Mobile Voice Access · Rerouting CSS discussion · Checked 2026-10-02
  73. 73
    Practitioners zero the answer-too-soon and answer-too-late timers in labs but tune them in production to stop the cell phone's voicemail answering the SNR leg.field report
    Unified Mobility and Mobile Voice Access · Timers discussion · Checked 2026-10-02
  74. 74
    Practitioners report that a remote destination that never rings is often fixed by checking the line association check box that links the remote destination to the internal extension.field report
    Unified Mobility and Mobile Voice Access · Mobile Connect configuration walkthrough, remote destination line association step · Checked 2026-10-02
  75. 75
    Call Forward Unregistered does not work when a Remote Destination is configured, or when a Mobile Identity with a mobile number has Single Number Reach enabled; Cisco points to Call Forward Busy and Call Forward No Answer instead.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Restrictions, Call Forwarding Unregistered · Checked 2026-10-02
  76. 76
    For direct calls to a remote destination, DND with the call reject option (or the DND softkey) on the desk phone stops the desk phone entering the remote In use state and the call is not anchored, whereas DND with ring off still anchors the call.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Restrictions, Do Not Disturb on the Desk Phone and Direct Calls to Remote Destination · Checked 2026-10-02
  77. 77
    Unified CM does not support call queuing with Cisco Unified Mobility.
    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Restrictions, Call Queuing · Checked 2026-10-02
  78. 78
    Cisco's verification step for SNR is to run Dialed Number Analyzer against the enterprise number and confirm the analysis output extends the call to the Remote Destination Profile along with the desk phone.
    Configure Single Number Reach for CallManager · Verify · Checked 2026-10-02
  79. 79
    Version 15 is the latest Cisco Unified Communications Manager major release listed on Cisco's support pages; it was released on 16 October 2023 and its status is Available.
    Cisco Unified Communications Manager (CallManager) - Support · Product status and Latest release fields; Supported versions list · Checked 2026-09-30
  80. 80
    Cisco Unified CM Version 12.5 reached end of support on 31 August 2025.
    Cisco Unified Communications Manager (CallManager) - Support · Supported versions list, Version 12.5 entry (End-of-Support Date) · Checked 2026-09-30

Documents

tier 2 current vendor documentation

Bulk Administration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Remote Destination Profiles

Cisco Systems · accessed 2026-10-02

tier 2 current vendor documentation

Cisco Unified Communications Manager (CallManager) - Support

Cisco Systems · accessed 2026-09-30

tier 2 current vendor documentation

Cisco Unified Mobility on 9800/8875 (Unified CM)

Cisco Systems (Webex Help Center) · 2025-04-28 · accessed 2026-10-02

tier 2 current vendor documentation

Configure Single Number Reach for CallManager

Cisco Systems · 2026-06-03 · accessed 2026-10-02

tier 2 current vendor documentation

Deprecation of Mobile Voice Access via H.323 and SIP VXML Gateways in Cisco Unified Communications Manager

Cisco Systems · 2026-02-05 · accessed 2026-10-02

tier 2 current vendor documentation

Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility

Cisco Systems · accessed 2026-10-02

tier 2 current vendor documentation

ReadMe for Cisco Unified Communications Manager Release 15SU4a

Cisco Systems · 2026-07-29 · accessed 2026-09-30

tier 2 current vendor documentation

System Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Configure LDAP Synchronization

Cisco Systems · 2026-09-22 · accessed 2026-09-25

tier 2 current vendor documentation

System Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Configure Partitions

Cisco Systems · 2026-09-22 · accessed 2026-09-24

tier 2 current vendor documentation

System Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Configure Provisioning Profiles

Cisco Systems · 2026-09-22 · accessed 2026-09-30

tier 5 independent technical research

Unified Mobility and Mobile Voice Access

CollabCert (Vik Malhi) · 2016-03-29 · accessed 2026-10-02

Cite this page

APA

WarmTransfer. (2026, October 2). Setting up Single Number Reach and Mobile Connect in Unified CM. WarmTransfer. https://warmtransfer.net/guides/cucm-mobile-connect-setup

BibTeX

@misc{warmtransfer-cucm-mobile-connect-setup,
  title  = {Setting up Single Number Reach and Mobile Connect in Unified CM},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/cucm-mobile-connect-setup},
  note   = {Verified 2026-10-02}
}