course objectives

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

• Describe the Cisco Unified Communications Manager network, service, and features
• Understand the importance of and configuration of redundancy and high availability in the enterprise network
• Describe user configuration and the user web interface
• Explain basic phone options and the use of BAT
• Explain the route plan and on-net/off-net calling
• Describe the various media resources, including conferencing and MOH
• Describe the basic phone features and use of hunt groups

 

---

prerequisites

The knowledge and skills that a delegate must have before attending this course are:

• Basic knowledge of IP and networking or voice networks is suggested, but not required
• Basic knowledge of the Windows desktop environment

 

course objectives

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

• Explain the function of Cisco Unity Connection and the various interfaces that are used to access the system
• Describe the components that are required for user call processing by Cisco Unity Connection
• Implement the various features and options that are available to users in Cisco Unity Connection
• Use the various applications, tools, and reports that are available in Cisco Unity Connection

---

prerequisites

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

• Basic understanding of fundamental terms and concepts of computer networking, including LANs, WANs, and IP switching and routing
• Basic knowledge of traditional PSTN operations and technologies, including PBX and voice-mail administration tasks
• Basic understanding of Cisco Unified Communications Manager

course objectives

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

• Demonstrate an overall understanding of the Cisco Unified CCE system, the Intelligent Contact Management (ICM) routing application, and its environment
• Configure a Cisco Unified CCE system that routes from Cisco Unified IP IVR
• Describe ICM users and feature control sets, various ICM configuration utilities, ICM variables, and create routing options using an external SQL Database
• Understand administrative scripting, translation routing concepts, and how translation routing operates
• Configure a new Cisco Unified CCE system that routes from Cisco Unified Communications Manager
• Understand the Cisco Outbound Option components and how to configure an outbound dialer, import rule, query rule, and a campaign
• Describe basic reporting characteristics of Cisco Unified Intelligence Center

 

---

prerequisites

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

• Familiarity with call center operations
• Microsoft Active Directory
• Microsoft Windows 2003
• Microsoft SQL Server 2005

 

course objectives

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

• Identify the components of the Cisco Unity system, describe their standard and optional features, and explain how they integrate into a unified messaging system
• Configure a Cisco Unity system using acknowledged best practices and manage a Cisco Unity subscriber account using the Cisco Unity Administrator tool
• Choose the correct subscriber type and add the individual subscriber using best practices for setting account policy, class of service, and subscriber templates
• Monitor and maintain a Cisco Unity system using available tools and reporting capabilities

---

prerequisites

The knowledge and skills a learner must have before attending this course include the following:

• A working knowledge of Microsoft Windows 2000
• A working knowledge of the Microsoft Exchange
• A working knowledge of the features, benefits, and programming of at least one manufacturer’s PBX (Cisco Unified CallManager or Cisco Unified Communications Manager preferred)

course objectives

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

• Describe voice-mail integration options and requirements
• Implement Cisco Unity Connection in a Cisco Unified Communications Manager deployment
• Describe how to implement Cisco Unity Express in a Cisco Unified Communications Manager Express deployment
• Implement voice-mail networking using VPIM
• Implement Cisco Unified Presence and Cisco Unified Personal Communicator

 

---

prerequisites

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

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

These are the recommended Cisco learning offerings:

• Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0
• Implementing Cisco Unified Communications Manager, Part 1 (CIPT1) v8.0

 

course objectives

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

• Describe Cisco Unified Communications Manager, including its functions, architecture, deployment and redundancy options, and how to install or upgrade
• Perform Cisco Unified Communications Manager initial configuration and user management
• Configure Cisco Unified Communications Manager to support on-cluster calling
• Implement PSTN access in Cisco Unified Communications Manager and to build a dial plan in a single-site Cisco Unified Communications Manager deployment
• Implement Cisco Unified Communications Manager media resources
• Implement Cisco Unified Communications Manager features and applications

---

prerequisites

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

• Working knowledge of fundamental terms and concepts of computer networking, including LANs, WANs, and IP switching and routing
• Ability to configure and operate Cisco routers and switches and to enable VLANs and DHCP
• Basics of digital interfaces, PSTN, and VoIP
• Fundamental knowledge of converged voice and data networks
• Ability to configure Cisco IOS gateways with traditional and VoIP call legs
• Cisco learning offerings:
• Interconnecting Cisco Networking Devices, Part 1 (ICND1) v1.0
• Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0
• Implementing Cisco Voice Communications and QoS (CVOICE) v8.0

 

course objectives

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

• Describe multisite deployment issues and solutions, and describe and configure required dial plan elements
• Implement call-processing resiliency in remote sites by using Cisco Unified SRST, MGCP fallback, and Cisco Unified Communications Manager Express in Cisco Unified SRST mode
• Implement bandwidth management and CAC to prevent oversubscription of the IP WAN
• Implement Device Mobility and Cisco Extension Mobility
• Describe and implement CCD deployments

 

---

prerequisites

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

• Working knowledge of converged voice and data networks
• Working knowledge of the MGCP, SIP, and H.323 protocols and their implementation on Cisco IOS gateways
• Ability to configure and operate Cisco routers and switches
• Ability to configure and operate Cisco Unified Communications Manager in a single-site environment

These Cisco learning offerings are recommended:

• Implementing Cisco Voice Communications and QoS (CVOICE) v8.0
• Implementing Cisco Unified Communications Manager, Part 1 (CIPT1) v8.0

 

course objectives

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

• Apply a repeatable design methodology during the presales phase
• Apply a repeatable design methodology during the planning phase
• Apply a repeatable design methodology during the final design and implementation phase
• Explain the migration process from a voice-mail-only implementation to unified messaging and solutions that interoperate with circuit-switched voice-mail systems

 

---

prerequisites

The knowledge and skills a learner must have before attending this course are as follows:

• Cisco CCDA® or equivalent work experience
• UCSE course or equivalent work experience
• Recommended: Understand the high-level characteristics of a messaging environment, such as Microsoft Exchange or IBM Lotus Domino

 

course objectives

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

• Explain what a voice gateway is, how it works, and describe its usage, components, and features
• Describe the characteristics and configuration elements of VoIP call legs
• Describe how to implement IP phones using Cisco Unified Communications Manager Express
• Describe the components of a dial plan, and explain how to implement a dial plan on a Cisco Unified voice gateway
• Explain what gatekeepers and Cisco Unified Border Elements are, how they work, and what features they support
• Describe why QoS is needed, what functions it performs, and how it can be implemented in a Cisco Unified Communications network

 

---

prerequisites

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

• Working knowledge of fundamental terms and concepts of computer networking, including LANs, WANs, and IP switching and routing
• Ability to configure and operate Cisco IOS routers in an IP environment at the Cisco CCNA® Routing and Switching level
• Basic knowledge of traditional voice, converged voice, and data networks at the Cisco CCNA Voice level

This Cisco learning offering is recommended:

• Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0

 

course objectives

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

• Explain the components, function, and call flow of a Cisco Unified CVP solution when it is deployed in either a standalone or comprehensive model
• Configure a functional Cisco Unified CVP comprehensive deployment model with Cisco Unified ICM Enterprise
• Demonstrate the use of the six Cisco Unified CCE microapplications that are available to support caller interaction with Cisco Unified CVP
• Describe Voice Extensible Markup Language (VXML) as a technology and describe the benefits that it provides to Cisco Unified CVP; install and configure the Cisco Unified CVP VXML solution for Cisco Unified CVP
• Execute the steps that are required to configure a Cisco Unified CVP environment to provide historical data and to configure and use the diagnostic features and tools to ensure end-to-end serviceability
• Design a Cisco Unified CVP solution that is designed for failover protection and high availability and use the recommended troubleshooting techniques to isolate and correct system failures

 

---

prerequisites

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

• Cisco CCNA®
• Knowledge and skills equivalent to having attended the Cisco Voice over IP (CVOICE) course
• Knowledge and skills equivalent to having attended the Cisco IP Telephony Part 1 (CIPT1) course
• Experience and knowledge about Cisco Unified Contact Center Enterprise

 

course objectives

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

• Assess the features, capacities, and requirements of the Cisco Unified MeetingPlace architecture and design as they relate to planning a comprehensive customer Cisco Unified MeetingPlace deployment

---

prerequisites

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

• The sponsoring organization must hold a Cisco Unified Communications Specialized Certification before prospective students can enroll in this course

course objectives

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

• Demonstrate an overall understanding of the Cisco Unified CCE system, processes, and its environment
• Install and configure a Cisco Unified CCE system
• Create routing options using an external SQL database and an Application Gateway
• Install and configure Cisco Outbound Option
• Install and utilize Cisco Support Tools, Cisco Analysis Manager, and Cisco Unified Intelligence Center

 

---

prerequisites

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

• Attended Cisco Unified Contact Center Enterprise Administration (AUCCE) course
• Have a strong knowledge of Microsoft Windows Server 2003 and Active Directory

 

course objectives

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

• Provide a comprehensive overview of the Cisco Unified Intelligence Center
• Demonstrate how to install, administer, and provide security for the CUIC solution
• Describe reporting concepts and capabilities and features of CUIC reports
• Provide a detailed description of how custom reports from normal data sources (Cisco Unified CCE and Cisco CVP) and new data sources can be created to meet specific customer requirements

 

---

prerequisites

The knowledge and skills that a delegate should have before attending this course are as follows:

• A working knowledge of Unified Contact Center Enterprise is desired.
• A working knowledge of contact center operations is desirable

 

course objectives

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

• Describe the components of a Cisco Unified Communications solution and identify call signalling 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.

 

---

prerequisites

The knowledge and skills that a delegate 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

course objectives

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

• Explain the benefits and components of a Cisco Unified Communications system
• Describe how traditional telephony systems operate
• Describe the basic operation, protocols, and components that are involved in a VoIP call, and you will be able to configure a gateway to support these calls
• Implement Cisco Unified CME to support a single site
• Install and configure Cisco Unity Express, including Cisco Unity Express AutoAttendant

---

prerequisites

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

• Working knowledge of fundamental terms and concepts of computer networking to include LANs, WANs, and IP switching and routing
  • Interconnecting Cisco Network Devices 1 (ICND1)
• Ability to configure and operate Cisco routers and switches
  • Cisco CCENT® certification recommended prerequisite

course objectives

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

• Identify the system components and client information that are required to implement a comprehensive Cisco Unified MeetingPlace solution
• Implement a Cisco Unified MeetingPlace Application Server, including the required interactions with customer Session Initiation Protocol (SIP), email, and directory resources and systems
• Verify successful operation of a Cisco Unified MeetingPlace Media Server after performing an installation or upgrade
• Implement and maintain a Cisco Unified MeetingPlace Web Conferencing solution, providing access to participants internal and external to a customer network
• Identify user interfaces and procedures that are required to perform Cisco Unified MeetingPlace administration and maintenance tasks and also to configure specific integrations

 

---

prerequisites

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

• If the attendee is employed by a Cisco Partner, the sponsoring organization must hold an Advanced Unified Communications Specialization and Cisco IP Video Conference Rich Media Communications (ICRMC) training.
• Hands-on experience with Cisco Unified MeetingPlace or from attending the following online course:
  • CMBU: Cisco MeetingPlace Basic User (90-minute, web-based, instructor-led training)
  • CMAD: Cisco MeetingPlace System Administrator (90-minute, web-based, instructor-led training)

 

course objectives

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

• Describe a Cisco TelePresence solution and the technology that makes it work
• Describe and configure a Cisco TelePresence system triple-screen immersive endpoint
• Describe the Cisco TelePresence architecture
• Perform an Room Readiness Assessment to validate its acceptability
• Assemble the Cisco TelePresence Systems 3000 and 3200 structure and perform verification testing and component configuration
• Describe the breadth of the Cisco Collaboration Solutions
• Describe the new features of Cisco’s MediaNet MXE Solutions

---

prerequisites

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

• Knowledge and skills equivalent to those learned in Interconnecting Cisco Networking Devices Part 1
• Knowledge and skills equivalent to those learned in Interconnecting Cisco Networking Devices Part 2
• Knowledge and skills equivalent to those learned in Implementing Cisco Quality of Service
• Knowledge and skills equivalent to those learned in Implementing Cisco Unified Communications Manager Part 1

course objectives

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

• Describe a Cisco TelePresence solution and the technology that makes it work
• Perform an Room Readiness Assessment on a chosen Cisco TelePresence room to validate its acceptability
• Assemble the Cisco TelePresence Systems 3000 and 3200 structure and perform
• verification testing and component configuration
• Describe and configure a Cisco TelePresence system triple-screen immersive endpoint
• Describe the Cisco TelePresence architecture
• Describe the breadth of the Cisco Collaboration Solutions
• Describe the new features of Cisco’s MediaNet MXE Solutions

 

---

prerequisites

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

• Basic computer literacy
• Basic Windows navigation skills
• Basic Internet usage skills
• Basic email usage skills
• Knowledge and skills equivalent to those learned in Interconnecting Cisco Networking Devices Part 1
• Knowledge and skills equivalent to those learned in Interconnecting Cisco Networking Devices Part 2
• Knowledge and skills equivalent to those learned in Implementing Cisco Quality of Service
• Knowledge and skills equivalent to those learned in Implementing Cisco Unified Communications Manager Part 1

 

course objectives

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

• Describe the Cisco Unity Connection system and the various deployment models
• Describe the process and procedures for installation of the Cisco Unity Connection software
• Describe the function, purpose, and configuration of digital networking in Cisco Unity Connection
• Describe additional integration concepts, including fax servers and Cisco Unity PIMG/TIMG integrations
• Describe the Cisco Unity Connection tools that are available for migrating, testing, and troubleshooting

---

prerequisites

Here are the knowledge and skills that a delegate must have before taking this course:

• Basic understanding of fundamental terms and concepts of computer networking, including LANs, WANs, and IP switching and routing
• Basic knowledge of traditional public switched telephone network (PSTN) operations and technologies, including PBX and voice-mail administration tasks
• Basic understanding of Cisco Unified Communications Manager or legacy PBX implementations

course objectives

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

• Given the hardware specification for a computer messaging system of a stated capacity, determine the appropriate platform to use and the correct voice boards that will meet the minimum hardware requirements for a Cisco Unity system.
• Given a set of installation software components, select the correct components, install the software following the recommended installation sequence, and verify proper operation.
• Given an integration scenario with specific components, choose the correct integration type and describe the steps that are needed to complete the integration.
• Given a particular server type, be able to select the appropriate type of Cisco Unity networking and subscriber to ensure message delivery, message transfer, and directory replication.
• Given a problem description and access to appropriate Cisco Unity tools and utilities, describe and be able to use the appropriate tools to address specific system maintenance, diagnostics, troubleshooting, and reporting problems

---

prerequisites

The knowledge and skills a delegate must have before attending this course include the following:

• A working knowledge of Microsoft Windows 2003
• A working knowledge of Microsoft Exchange Server 2003
• Features, benefits, and programming of at least one manufacturer PBX (Cisco Unified Communications Manager preferred)
• Attendance at AUM or equivalent knowledge

course objectives

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

• Locate support documentation, and install, operate, configure, maintain, and troubleshoot the Cisco TelePresence Codec C90
• Describe the call-control protocols, and install, configure basic registration capabilities for, and troubleshoot the Cisco TelePresence Video Communication Server (VCS).
• Locate support documentation, and install, operate, configure, maintain, and troubleshoot the Cisco TelePresence Multipoint Control Unit (MCU).
• Install, operate, configure, maintain, and troubleshoot the Cisco TelePresence Management Suite (TMS).

 

---

prerequisites

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

• Completed and passed the TelePresence Video Sales Engineer for Express ELT (PATVSEE v1.0) exam
• Completed and passed the TelePresence Video Sales Engineer for Advanced ELT (PATVSEA v1.0) exam

 

course objectives

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

• Recognize the Cisco TelePresence MSE 8000 Series chassis and the corresponding blades that are available, including their function and operate a Cisco TelePresence Server to enable mixed network calls between the server and other Cisco TelePresence endpoints
• Configure and operate a Cisco TCS
• Configure a Cisco VCS for subzones, zones, complex dial plans, and security requirements
• Operate the Cisco TelePresence Management Suite (TMS) and Cisco VCS to provision Cisco TelePresence Movi and Cisco IP Video Phone E20 systems

 

---

prerequisites

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

• Completed and passed the PATVSEE exam
• Completed and passed the PATVSEA exam

Cisco learning offerings:

• Implementing Advanced TelePresence Video Solutions Part 1 (PAIATVS1) v1.0

 

course objectives

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

• Install, configure, and operate a Cisco TelePresence C40 codec
• Configure a Cisco TelePresence Video Communication Server
• Configure and operate a Cisco TelePresence MCU 4501
• Configure and operate a Cisco TelePresence Management Suite

 

---

prerequisites

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

• Completed and passed the PATVSEE exam
• Completed the e-learning component of the Implementing Express TelePresence Video Solutions course

 

course objectives

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

• Understand the features, benefits, and operation of the Cisco TelePresence System T3
• Install the main components of the Cisco TelePresence System T3
• Configure the main components of the Cisco TelePresence System T3
• Operate the Cisco TelePresence System T3
• Troubleshoot the Cisco TelePresence System T3

 

---

prerequisites

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

• Completed and passed the PATVSEE exam
• Completed and passed the PATVSEA exam
• Completed Implementing Advanced TelePresence Video Solutions Part 1 (PAIATVS1) course
• Completed Implementing Advanced TelePresence Video Solutions Part 2 (PAIATVS2) course

 

course objectives

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

• Describe Cisco Unified Communications Manager, including its functions, architecture, deployment and redundancy options
• Perform Cisco Unified Communications Manager initial configuration and user management
• Configure Cisco Unified Communications Manager to support on-cluster calling
• Implement PSTN access in Cisco Unified Communications Manager and build a dial plan in a single-site Cisco Unified Communications Manager deployment
• Describe how to secure and maintain a Cisco Unified Communications solution

---

prerequisites

The knowledge and skills that a delegate is recommended to have before attending this course are as follows:

• Working knowledge of fundamental terms and concepts of computer networking, including LANs, WANs, and IP switching and routing
• Ability to configure and operate Cisco routers and switches and to enable VLANs and DHCP
• Basic understanding of digital interfaces, PSTN, and VoIP
• Fundamental knowledge of converged voice, video, and data networks
• Ability to configure Cisco IOS gateways with traditional and VoIP call legs

Cisco learning offerings:

• Interconnecting Cisco Networking Devices, Part 1 (ICND1) v1.0
• Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0
• Implementing Cisco Voice Communications and QoS (CVOICE) v8.0

 

course objectives

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

• Describe a Cisco TelePresence solution and the technology that makes it work
• Perform an RRA on a chosen Cisco TelePresence room to validate its acceptability
• Assemble the Cisco TelePresence Systems 3000 and 3200 structure and perform verification testing and component configuration

---

prerequisites

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

• Basic computer literacy
• Basic Windows navigation skills
• Basic Internet usage skills
• Basic email usage skills

course objectives

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

• Explain presence technology and solutions,  and describe Cisco Unified Communications Manager and Cisco Unified Communications Manager Express Presence
• Design Cisco Unified Presence deployment solutions
• Describe Cisco Unified Presence interoperability and integration options
• Install and configure Cisco Unified Presence and integrate it with other presence solutions
• Maintain and administer Cisco Unified Presence and perform disaster recovery

---

prerequisites

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

• Working knowledge of converged voice and data networks
• Working knowledge of MGCP, SIP, and H.323 and their implementation on Cisco IOS gateways
• Ability to configure and operate Cisco Unified Communications Manager

course objectives

Upon completion of this course, you should be able to:

• Operate, install, configure, maintain, and troubleshoot Cisco TelePresence System Integrator C Series and related endpoints, including Cisco TelePresence EX, MX, and SX Series
• Schedule and manage multipoint conferences using Cisco TelePresence MCU
• Schedule, manage, maintain, and troubleshoot endpoints using Cisco TMS
• Describe the purpose of Cisco TelePresence infrastructure devices and their role within TelePresence infrastructure; describe the H.323, Session Initiation Protocol (SIP), and TelePresence Interoperability Protocol (TIP) protocols; and define terms used in TelePresence
• Use the Cisco TelePresence Video Communication Server (VCS) to track calls and aid troubleshooting
• Describe the differences between Cisco TelePresence MCU products and the differences between the Cisco TelePresence System Codec C Series, Cisco TelePresence MXP Series, and Cisco TelePresence System endpoints
• Make calls between an IP phone registered to a preconfigured Cisco® Unified Communications Manager and a TelePresence endpoint registered to a preconfigured Cisco VCS
• Configure Cisco TelePresence Conductor to set up a Rendezvous conference
• Operate the Cisco TelePresence Content Server (TCS)

---

prerequisites

Following are the prerequisites for this course:

• There are no prerequisites for this course, but computer networking knowledge is recommended.

course objectives

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

• Describe a systematic methodology to troubleshoot Cisco Unified Communications solutions
• Isolate and troubleshoot reported issues that relate to Cisco Unified Communications Manager
• Diagnose a call setup issue and resolve the issues as you discover or reveal them, given a trouble call for which the source of the problem is unknown
• Solve the common issues of an SAF-enabled network and CCD
• Troubleshoot issues that are related to Cisco Unified Communications Manager features and applications
• Troubleshoot voice quality issues and issues that are related to media resources

 

---

prerequisites

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

• Working knowledge of converged voice and data networks
• Working knowledge of the MGCP, SIP, and H.323 and their implementation on Cisco IOS gateways
• Working knowledge of Cisco Unified Communications Manager, Cisco Unified Communications features and applications, and Cisco IOS voice gateways in single-site and multisite environments

These Cisco learning offerings are recommended:

• Implementing Cisco Voice Communications and QoS (CVOICE) v8.0
• Implementing Cisco Unified Communications Manager, Part 1 (CIPT1) v8.0
• Implementing Cisco Unified Communications Manager, Part 2 (CIPT2) v8.0

 

course objectives

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

• Describe the new features in Cisco Unified Communications Manager, Cisco Unified Communications Manager Session Management Edition, and Cisco Unified Communications Manager Business Edition variants
• Describe and configure the new Cisco Unity Connection functions, architecture, deployment, and redundancy options
• Describe and configure the new Cisco Unified Presence features, message compliance, federation, and calendaring
• Plan and deploy Cisco Unified Communications applications in a virtual infrastructure and migrate existing physical servers to a VM
• Describe the enhancements in Cisco Unified SRST and SRSV

---

prerequisites

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

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

These are the recommended Cisco learning offerings:

• Integrating Cisco Unified Communications Applications (CAPPS) v8.0
• Implementing Cisco Unified Communications Manager, Part 1 (CIPT1) v8.0

course objectives

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

• Identify the components that comprise a complete Cisco Unified Communications solution and size and position products within the solution
• Identify the products and features required in the LAN environment to support Cisco Unified Communications call control
• Based on existing telephony and data statistics, perform these tasks:
  • Calculate the WAN bandwidth requirements to support VoIP calls
  • Size the voice gateway
  • Size and locate the media resources
• Identify the issues and components that make up a Cisco Unified Communications call control solution
  • Size and locate Cisco Unified Communications call agents and Cisco Unified Communications Manager 8.x
  • Design a correct dial plan
  • Explain issues that impact E911 requirements
  • Secure the voice network components

 

---

prerequisites

The delegate should have a working knowledge equivalent to the following Cisco courses:

• ICND1
• ICND2
• DESGN
• CVOICE
• CIPT1 and CIPT2
• QoS
• TDM Telephony

 

course objectives

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

• Understand how to properly setup and design a script with these functions in mind:
  • Prompt, document, and grammar management
  • Scripting for proper terminating and ending a script
  • Debugging
  • Abandon rates
  • Exception handling
  • Using the default script
• Create a helpdesk script
• Understand how to define and use skills
• Understand and setup conditional routing
• How to use Enterprise Data
• How to setup and use Session Management
• Allow for callbacks
• Allow for callbacks while maintaining a position in queue
• Use Auto Attendant with and without ASR
• Understand how to integrate CRS with Intelligent Contact Manager (ICM)

---

prerequisites

The knowledge and skills that a delegate must have before attending this course include the following:

• All required knowledge and skills required for Unified Contact Center Express Deployment (UCCXD)
• Completion of the UCCXD course

course objectives

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

• Design and plan a Cisco Unified CCX and a Cisco Unified IP IVR implementation
• Install or discuss all Cisco Unified CCX components, servers, and clients
• Configure all Cisco Unified CCX components
• Build work flow applications to exploit Cisco Unified IP IVR features and capabilities
• Build contact center work flows to exploit Cisco Unified Contact Center Express features and capabilities
• Deploy and use Cisco Agent and Supervisor Desktop software
• Deploy the Cisco Desktop Work Flow Administrator and set contact center options
• Use real-time and historical reporting
• Deploy the Outbound Preview Dialer
• Deploy Agent Email
• Deploy Automatic Speech Recognition and text-to-speech applications
• Discuss maintenance activities

 

---

prerequisites

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

• Internetworking fundamentals
• Basic IP telephony concepts
• Cisco Unified Communications Manager
• Cisco IP phones, Cisco IP Communicator
• Contact Center operations
• Microsoft Windows 2000, 2003, XP
• MS SQL Server

 

course objectives

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

• Identify vulnerabilities in Cisco Unified Communications networks and describe security strategies, cryptographic services, PKI, and VPN technologies
• Implement network infrastructure security features
• Implement Cisco Unified Communications Manager and Cisco Unified Communications endpoint security features
• Implement network infrastructure security features

---

prerequisites

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

• Working knowledge of converged voice and data networks
• Working knowledge of Cisco IOS gateways, Cisco Unified SRST gateways, and Cisco Unified Border Element
• Working knowledge of Cisco Unified Communications Manager and Cisco Unified Communications Manager Express
• CCNP® Voice certification is recommended

Additional knowledge and skills that will help the delegate benefit fully from the course are as follows:

• Knowledge of network security fundamentals
• Knowledge of Cisco IOS Firewall and Cisco ASA adaptive security appliance firewalls
• Knowledge of IPsec and SSL VPNs
• CCNA® Security certification is recommended

Cisco learning offerings:

• Implementing Cisco Voice Communications and QoS (CVOICE) v8.0
• Implementing Cisco Unified Communications Manager, Part 1 (CIPT1) v8.0
• Implementing Cisco Unified Communications Manager, Part 2 (CIPT2) v8.0
• Implementing Cisco IOS Network Security (IINS) v1.0

course objectives

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

• Describe, at a high level, the features of Cisco Unified EIM and Cisco Unified WIM
• Describe the architecture of Cisco Unified EIM and Cisco Unified WIM
• Understand user management
• Create and manage an entire Knowledge Base
• Understand administration
• Describe the use of the Agent Console
• Describe the use of the Agent Console
• Describe Cisco Unified CCE Integration and Configuration
• Manage Cisco Unified Web Interaction Manager
• Describe management tools for monitoring and reporting
• Understand tactics for troubleshooting

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prerequisites

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

• Working knowledge of Windows 2003 Server and Windows XP
• Basic knowledge of Microsoft SQL Server 2000
• Basic knowledge of WebLogic and WebLogic domains
• Basic knowledge of Microsoft Internet Information Services (IIS)
• Cisco Unified CCE version 7.x