ICOMM Administering Cisco Voice and Unified Communications v8.0 Classroom

ICOMM_8 Administering Cisco Voice and Unified Communications v8.0

Course Description

Cisco Voice and Unified Communications Administration (ICOMM) v8.0 teaches learners how to maintain and operate a Cisco Unified Communications solution that is based on Cisco Unified Communications Manager, Cisco Unified Communications Manager Express, Cisco Unity Connection, and Cisco Unified Presence. This course provides the learners with the knowledge and skills to achieve associate-level competency in Cisco Unified Communications.

This course introduces the architecture, components, functionalities, and features of Cisco Unified Communications solutions and describes how daily job tasks, such as system monitoring, moves, adds, and changes are performed on Cisco Unified Communications Manager, Cisco Unified Communications Manager Express, Cisco Unity Connection, and Cisco Unified Presence.

Prerequisites

The knowledge and skills that you must have before attending this course are as follows:

• Working knowledge of converged voice and data networks
• Basic knowledge of Cisco IOS gateways
• Basic knowledge of Cisco Unified Communications Manager and Cisco Unity Connection

Associated Certifications

There will be an exam for this class specifically.

Who Should Attend

The primary audience for this course is as follows:

• Network Administrators and Network Engineers
• CCNA Voice candidates

The secondary audience for this course is as follows:

• Systems Engineers

Course Objectives

Upon completing this course, you will be able to meet these overall objectives:

• Describe the components of a Cisco Unified Communications solution and identify call signaling and media stream flows
• Provide an overview of administrator and end-user interface options in Cisco Unified Communications Manager, Cisco Unified Communications Manager Express, Cisco Unity Express, Cisco Unity Connection, and Cisco Unified Presence
• Understand call flows in Cisco Unified Communications Manager and Cisco Unified Communications Manager Express
• Perform endpoint and end-user administration tasks in Cisco Unified Communications Manager and Cisco Unified Communications Manager Express
• Describe the telephony features supported in Cisco Unified Communications Manager and Cisco Unified Communications Manager Express
• Administer users in Cisco Unity Connection and Cisco Unified Presence, and enable the most commonly used features for both applications
• Describe how to maintain a Cisco Unified Communications solution

Course Outline

Module 1: Overview of Cisco Unified Communications Solutions

Describe voice-mail integration options and requirements.

Lesson 1: Understanding the Components of Cisco Unified Communications Solutions

This lesson defines the role of Cisco Unified Communications components in a Cisco Unified Communications solution. Upon completing this lesson, you will be able to meet these objectives:

• Describe the role of Cisco Unified Communications Manager Express and Cisco Unity Express in a Cisco Unified Communications solution
• Describe the role of Cisco Unified Communications Manager in a Cisco Unified Communications solution
• Describe the role of Cisco Unity Connection in a Cisco Unified Communications solution
• Describe the role of Cisco Unified Presence in a Cisco Unified Communications solution

Lesson 2: Understanding the Characteristics of Cisco Unified Communications Solutions

This lesson defines the characteristics of a Cisco Unified Communications solution and what needs to be considered when sending voice over packet-based networks. Upon completing this lesson, you will be able to meet these objectives:

• Describe how traditional voice networks work and give a short overview of the components
• Describe how converged networks work and give an overview of the Cisco Unified Communications components
• Describe the basic characteristics of different quality of service (QoS) technologies to prioritize or expedite voice data

Module 2: Overview of Administrator and End-User Interfaces

Provide an overview of administrator and end-user interface options in Cisco Unified Communications Manager, Cisco Unified Communications Manager Express, Cisco Unity Express, Cisco Unity Connection, and Cisco Unified Presence.

Lesson 1: Understanding Administrator Interfaces

This lesson defines the administrator interfaces of Cisco Unified Communications Manager, Cisco Unified Communications Manager Express, Cisco Unity Express, Cisco Unity Connection, and Cisco Unified Presence. Upon completing this lesson, you will be able to meet these objectives:

• Describe the Cisco Unified Communications Manager GUI and CLI
• Describe the Cisco Unity Connection GUI and CLI
• Describe the Cisco Unified Presence GUI and CLI
• Describe the Cisco Unified Communications Manager Express GUI, CLI, and Cisco Configuration Professional tool
• Describe the Cisco Unity Express GUI, CLI, and Cisco Configuration Professional tool
• Lab 2-1: Exploring Administrative Interfaces

Lesson 2: Understanding End-User Interfaces

This lesson defines the end user interfaces of Cisco Unified Communications Manager, Cisco Unified Communications Manager Express, Cisco Unity Express, Cisco Unity Connection, and Cisco Unified Presence. Upon completing this lesson, you will be able to meet these objectives:

• Describe the Cisco Unified Communications Manager end-user GUI
• Describe the Cisco Unified Communications Manager Express end-user GUI
• Describe the Cisco Unified Unity Express end-user interfaces
• Describe Cisco Unity Connection end-user interfaces
• Describe the Cisco Unified Presence end-user GUI
• Lab 2-2: Exploring End-User Interfaces

Module 3: Call Flows in Cisco Unified Communications Manager and Cisco Unified Communications Manager Express

Understand call flows in Cisco Unified Communications Manager and Cisco Unified Communications Manager Express.

Lesson 1: Understanding Call Flows and Call Legs

This lesson defines the characteristics of call flows and the associated call legs in Cisco Unified Communications Manager and Cisco Unified Communications Manager Express. Upon completing this lesson, you will be able to meet these objectives:

• Describe the Cisco Unified Communications Manager call flows and call legs
• Describe the Cisco Unified Communications Manager Express call flows and call legs

Lesson 2: Understanding the Configuration Components Impacting Call Flows in Cisco Unified Communications Manager

This lesson defines configuration components (class of service, Call Admission Control, route lists, route groups, and so on) that impact call flows in Cisco Unified Communications Manager. Upon completing this lesson, you will be able to meet these objectives:

• Describe the concept of CoS
• Describe call routing in Cisco Unified Communications Manager
• Lab 3-1: Exploring Call Flows in Cisco Unified Communications Manager

Lesson 3: Understanding the Configuration Components Impacting Call Flows in Cisco Unified Communications Manager Express

This lesson defines configuration components (class of restriction, dial peers, and so on) that impact call flows in Cisco Unified Communications Manager Express. Upon completing this lesson, you will be able to meet these objectives:

• Describe the concept of class of restriction
• Describe call routing in Cisco Unified Communications Manager Express
• Lab 3-2: Exploring Call Flows in Cisco Unified Communications Manager Express

Module 4: Endpoint and End User Administration

Perform endpoint and end-user administration tasks in Cisco Unified Communications Manager and Cisco Unified Communications Manager Express.

Lesson 1: Understanding Endpoint Characteristics and Configuration Requirements

This lesson defines the characteristics of endpoints in Cisco Unified Communications Manager and Cisco Unified Communications Manager Express and the related configuration requirements. Upon completing this lesson, you will be able to meet these objectives:

• Describe how IP phones register with Cisco Unified Communications Manager and Cisco Unified Communications Manager Express
• Describe the necessary parameters to add an IP phone in Cisco Unified Communications Manager, including device pool, phone button template, softkey template, common phone profile, calling search space, location, AAR group, and display configuration
• Describe the necessary parameters to add an IP phone in Cisco Unified Communications Manager Express, including MAC address, phone type, button associations

Lesson 2: Understanding Endpoint Implementation Options

This lesson defines how to implement endpoints in Cisco Unified Communications Manager and Cisco Unified Communications Manager Express. Upon completing this lesson, you will be able to meet these objectives:

• Describe the characteristics, differences, and process of the different IP phone implementation tools in Cisco Unified Communications Manager
• Describe the characteristics, differences, and process of the IP phone implementation tools in Cisco Unified Communications Manager Express
• Lab 4-1: Implementing Endpoints

Lesson 3: Understanding End-User Characteristics and Configuration Requirements

This lesson defines the characteristics of end users in Cisco Unified Communications Manager and Cisco Unified Communications Manager Express and the related configuration requirements. Upon completing this lesson, you will be able to meet these objectives:

• Describe the end users in Cisco Unified Communications Manager
• Describe the end users in Cisco Unified Communications Manager Express

Lesson 4: Understanding End-User Implementation Options

This lesson defines how to implement end users in Cisco Unified Communications Manager and Cisco Unified Communications Manager Express. Upon completing this lesson, you will be able to meet these objectives:

• Describe the end-user implementation process in Cisco Unified Communications Manager: manual configuration or LDAP synchronization
• Describe the end-user implementation process in Cisco Unified Communications Manager Express
• Lab 4-2: Implementing End Users

Module 5: Enablement of End User Telephony and Mobility Features

Describe the telephony features supported in Cisco Unified Communications Manager and Cisco Unified Communications Manager Express.

Lesson 1: Understanding Telephony Features

This lesson defines how to explain the Cisco Extension Mobility feature and its advantages, drawbacks, and architectural integration in Cisco Unified Communications Manager and Cisco Unified Communications Manager Express. Upon completing this lesson, you will be able to meet these objectives:

• Explain the Cisco Extension Mobility feature and its advantages, drawbacks, and architectural integration in Cisco Unified Communications Manager
• Explain call coverage and its advantages, drawbacks, and architectural integration in Cisco Unified Communications Manager
• Explain the intercom functionality and its advantages, drawbacks, and architectural integration in Cisco Unified Communications Manager
• Explain native Cisco Unified Communications Manager presence and its advantages, drawbacks, and architectural integration in Cisco Unified Communications Manager
• Explain the features Cisco Extension Mobility, call coverage, intercom, and presence in Cisco Unified Communications Manager Express

Lesson 2: Enabling Telephony Features

This lesson defines how to enable telephony features for end users in Cisco Unified Communications Manager and Cisco Unified Communications Manager Express. Upon completing this lesson, you will be able to meet these objectives:

• Configure Cisco Extension Mobility in Cisco Unified Communications Manager
• Configure call coverage features in Cisco Unified Communications Manager
• Configure intercom functionality in Cisco Unified Communications Manager
• Configure native Cisco Unified Communications Manager presence
• Configure Cisco Unified Communications Manager Express features
• Lab 5-1: Enabling Telephony Features

Lesson 3: Understanding Mobility Features

This lesson defines the characteristics of mobility features in Cisco Unified Communications Manager and Cisco Unified Communications Manager Express. Upon completing this lesson, you will be able to meet these objectives:

• Explain Mobile Connect and its advantages, drawbacks, and architectural integration in Cisco Unified Communications Manager
• Explain MVA and its advantages, drawbacks, and architectural integration in Cisco Unified Communications Manager
• Explain Mobility and its advantages, drawbacks, and architectural integration in Cisco Unified Communications Manager Express

Lesson 4: Enabling Mobility Features

This lesson defines how to enable mobility features for end users in Cisco Unified Communications Manager and Cisco Unified Communications Manager Express. Upon completing this lesson, you will be able to meet these objectives:

• Configure Mobile Connect in Cisco Unified Communications Manager
• Configure MVA in Cisco Unified Communications Manager
• Configure Mobility in Cisco Unified Communications Manager Express
• Lab 5-2: Enabling Mobility Features

Module 7: Cisco Unified Communications Solutions Maintenance

Describe how to maintain a Cisco Unified Communications solution.

Lesson 1: Providing End-User Support

This lesson defines how to provide end-user support in case of basic connectivity or voice quality issues. Upon completing this lesson, you will be able to meet these objectives:

• Explain the general troubleshooting approach and explain the phone registration troubleshooting process
• Explain the VLAN concept for data and voice networks
• Explain the QoS model together with CAC
• Lab 7-1: Providing End-User Support (optional, if course timing permits)

Lesson 2: Understanding Cisco Unified Communications Manager Reports

This lesson defines Cisco Unified Communications Manager reports and how they are generated. Upon completing this lesson, you will be able to meet these objectives:

• Explain the report generation process in Cisco Unified Communications Manager and how to access the reports
• Use analyzed reports for troubleshooting, maintenance, and system analysis tasks
• Lab 7-2: Generating Cisco Unified Communications Manager Reports

Lesson 3: Understanding Cisco Unified Communications Manager CDR Analysis and Reporting Tool Reports

This lesson defines Cisco Unified Communications Manager CAR tool reports and how they are generated. Upon completing this lesson, you will be able to meet these objectives:

• Describe the Cisco Unified Communications Manager CAR tool and its general parameters
• Manage the CDR system settings: system parameters, scheduler, and the database
• Generate CDR reports for users, system, and devices
• Lab 7-3: Generating Cisco Unified Communications Manager CAR Tool Reports

Lesson 4: Monitoring the System with Cisco Unified Real-Time Monitoring Tool

This lesson defines Cisco Unified RTMT and how to use it for system monitoring. Upon completing this lesson, the learner will be able to meet these objectives:

• Describe the Cisco Unified RTMT general parameters and how to access it
• Use the Cisco Unified RTMT for system monitoring
• Use the Cisco Unified RTMT to monitor the Cisco Unified Communications Manager
• Lab 7-4: Monitoring the System with Cisco Unified RTMT

Lesson 5: Monitoring Voice Mail in Cisco Unity Connection

This lesson defines the monitoring options in Cisco Unity Connection and how they can be used to monitor voice mail usage. Upon completing this lesson, the learner will be able to meet these objectives:

• Explain the report generation process in Cisco Unity Connection and how to access the reports
• Analyze the different Cisco Unity Connection reports
• Use analyzed reports for troubleshooting and maintenance tasks
• Lab 7-5: Monitoring Usage of Cisco Unity Connection
• Administer users in Cisco Unity Connection and Cisco Unified Presence, and enable the most commonly used features for both applications.

Lesson 6: Understanding the Disaster Recovery System

This lesson defines the Disaster Recovery System and how it is used for backup and restore tasks in Cisco Unified Communications systems. Upon completing this lesson, the learner will be able to meet these objectives:

• Describe the Disaster Recovery System
• Describe the backup process in the Cisco Unified Communications solutions
• Describe the restore process in the Cisco Unified Communications solutions
• Lab 7-6: Backing Up Cisco Unified Communications Manager Using the Disaster Recovery System (optional)

Hands-on Lab Exercises

• Lab 2-1: Exploring Administrator Interfaces
• Lab 2-2: Exploring End-User Interfaces
• Lab 3-1: Exploring Call Flows in Cisco Unified Communications Manager
• Lab 3-2: Exploring Call Flows in Cisco Unified Communications Manager Express
• Lab 4-1: Implementing Endpoints
• Lab 4-2: Implementing End Users
• Lab 5-1: Enabling Telephony Features
• Lab 5-2: Enabling Mobility Features
• Lab 6-1: Implementing End Users and Voice Mailboxes
• Lab 6-2: Enabling Cisco Unified Presence
• Lab 7-1: Providing End-User Support (optional)
• Lab 7-2: Generating Cisco Unified Communications Manager Reports
• Lab 7-3: Generating Cisco Unified Communications Manager CAR Tool Reports
• Lab 7-4: Monitoring the System with Cisco Unified RTMT
• Lab 7-5: Monitoring Usage of Cisco Unity Connection
• Lab 7-6: Backing Up Cisco Unified Communications Manager Using the Disaster Recovery System