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Introduction xxiii
Part I Voice Perspectives
Chapter 1 Traditional Voice Versus Unified Voice 3
“Do I Know This Already?” Quiz 3
Analog Connections 6
Digital Connections 9
Moving from Analog to Digital 9
Channel Associated Signaling 11
Common Channel Signaling 12
Understanding the PSTN 12
Components of the PSTN 12
Understanding PBX and Key Systems 13
Connections To and Within the PSTN 14
PSTN Numbering Plans 15
The Emergence of VoIP 16
VoIP: Why It Is a Big Deal for Businesses
16
The Process of Converting Voice to Packets
17
The Role of Digital Signal Processors
21
Understanding RTP and RTCP 23
Review All the Key Topics 25
Complete the Tables from Memory 25
Definitions of Key Terms 26
Chapter 2 Understanding the Components of Cisco Unified
Communications 29
“Do I Know This Already?” Quiz 29
Unified Collaboration 32
Understanding Cisco Unified Communications Manager Express 33
CME Key Features 34
CME Interaction with Cisco IP Phones
35
Understanding Cisco Unified Communications Manager 37
CUCM Key Features 37
CUCM Database Replication and Interacting
with Cisco IP Phones 38
Understanding Cisco Unity Connection 41
Cisco Unity Connection Key Features 42
Cisco Unity Connection and CUCM
Interaction 43
Understanding Cisco Unified CM IM and Presence 44
Cisco Jabber 45
Understanding Video Communication Server and TelePresence
Management Suite 46
Cisco VCS Control and VCS Expressway
46
TelePresence Management Suite 47
Review All the Key Topics 48
Complete the Tables from Memory 48
Definitions of Key Terms 49
Chapter 3 Understanding Cisco IP Phones 51
“Do I Know This Already?” Quiz 51
Connecting and Powering Cisco IP Phones 54
Cisco Catalyst Switch PoE 56
Powering the IP Phone Using a Power Patch
Panel or Coupler 56
Powering the IP Phone with a Power Brick
57
VLAN Concepts and Configuration 57
VLAN Review 57
VLAN Trunking/Tagging 58
Understanding Voice VLANs 60
VLAN Configuration 61
Understanding the Cisco IP Phone Boot Process 63
Configuring a Router-Based DHCP Server 64
Setting the Clock of a Cisco Device with NTP 65
IP Phone Registration 67
Quality of Service 68
Understanding the Enemy 69
Requirements for Voice, Video, and Data
Traffic 70
Network
Requirements for Voice and Video 70
Network
Requirements for Data 70
QoS Mechanisms 71
Link Efficiency Mechanisms 72
Queuing Algorithms 73
Applying QoS 74
Using Cisco AutoQoS 74
Review All the Key Topics 82
Complete the Tables from Memory 82
Definitions of Key Terms 83
Part II Cisco Unified Communications Manager Express
Chapter 4 Getting Familiar with CME Administration 85
“Do I Know This Already?” Quiz 85
Preparing the CME Router for Cisco Configuration Professional
88
Managing CME Using CCP 89
CME Integrated GUI 89
Cisco Configuration Professional 90
Review All the Key Topics 94
Complete the Tables from Memory 94
Chapter 5 Managing Endpoints and End Users in CME 97
“Do I Know This Already?” Quiz 97
Describe End Users in CME 100
User Access Levels in CME 100
Creating Users in CME 100
Creating Users
with the CME GUI 101
Enabling the CME
Built-In GUI 101
Using the CME
Built-In GUI to Create the Customer Admin 103
Create or Modify End Users and Endpoints in CME Using the CCP GUI
105
General Capabilities of CCP 105
CCP Unified Communications Configuration
106
Implementing End Users and Endpoints in
CME 107
Review All Key Topics 111
Complete the Tables from Memory 111
Define Key Terms 111
Chapter 6 Understanding the CME Dial Plan 113
“Do I Know This Already?” Quiz 113
Configuring Physical Voice Port Characteristics 116
Configuring Analog Voice Ports 116
FXS Ports 116
FXO Ports 119
Configuring Digital Voice Ports 120
Understanding and Configuring Dial Peers 125
Voice Call Legs 126
Configuring POTS Dial Peers 127
Configuring VoIP Dial Peers 131
Using Dial Peer Wildcards 133
Private Line Automatic Ringdown 136
Understanding Router Call Processing and Digit Manipulation 137
Matching Inbound and Outbound Dial Peers
139
Using Digit Manipulation 142
Practical Scenario 1: PSTN Failover Using
the prefix Command 143
Practical Scenario 2: Directing Operator
Calls to the Receptionist 145
Practical Scenario 3: Specific POTS Lines
for Emergency Calls 146
Practical Scenario 4: Using Translation
Profiles 148
Using CCP to Configure a CME Dial Plan
151
Understanding and Implementing CME Class of Restriction 153
Using CCP to Implement COR 159
Review All the Key Topics 162
Definitions of Key Terms 163
Chapter 7 Enabling Telephony Features with CME 165
“Do I Know This Already?” Quiz 165
Configuring a Voice Network Directory 168
Configuring Call Forwarding 172
Forwarding Calls from the IP Phone 172
Forwarding Calls from the CLI 172
Using the call-forward pattern Command to
Support H.450.3 173
Configuring Call Transfer 175
Configuring Call Park 177
Configuring Call Pickup 182
Configuring Intercom 184
Configuring Paging 187
Configuring After-Hours Call Blocking 191
Configuring CDRs and Call Accounting 194
Configuring Music on Hold 198
Configuring Single Number Reach 199
Configuring Ephone Hunt Groups 201
Final Forwarding Options for Hunt Groups
202
Configuring Night Service Using CCP 203
Configuring Shared Ephone-dn Using CCP 206
Describe Extension Mobility in CME 207
Review All the Key Topics 208
Definitions of Key Terms 208
Part III Cisco Unified Communications Manager
Chapter 8 Administrator and End-User Interfaces 211
“Do I Know This Already?” Quiz 211
Describe the CUCM Administration Interfaces 214
Cisco Unified Communications Manager
Administration Interface 214
Cisco Unified Serviceability
Administration Interface 215
Cisco Unified Operating System
Administration Interface 217
Disaster Recovery System Interface 218
Cisco Unified Reporting Interface 218
CLI 218
User Management in CUCM: Roles and Access
Control Groups 219
Roles 219
Access Control Groups 220
Describe the CUC Administration Interfaces
221
Cisco Unity
Connection Administration 222
Cisco Unity
Connection Serviceability 224
Describe the Cisco Unified CM IM and
Presence Server Administration Interfaces 224
Cisco CM-IM and
Presence Administration Interface 224
Cisco Unified IM
and Presence Serviceability 225
Describe the End-User Interface for CUCM 226
Review All the Key Topics 228
Definitions of Key Terms 228
Chapter 9 Managing Endpoints and End Users in CUCM 231
“Do I Know This Already?” Quiz 231
Implementing IP Phones in CUCM 234
Special Functions and Services Used by IP
Phones 234
NTP 234
CDP 235
DHCP 235
PoE 235
TFTP 235
DNS 235
IP Phone Registration Process 236
SIP Phone Registration Process 236
Preparing CUCM to Support Phones 237
Service Activation 237
DHCP Server Configuration 237
Configuring DHCP in Router IOS 239
IP Phone Configuration Requirements in
CUCM 240
Device Pool
240
Device Defaults
242
Softkey Template
and Phone Button Template 242
Profiles 242
Adding Phones in CUCM 243
Manual
Configuration of IP Phones 243
Auto-Registration
of IP Phones 247
Bulk
Administration Tool 250
Auto Register
Phone Tool 251
Self-Provisioning
252
Describe End Users in CUCM 252
End Users Versus Application Users 252
Credential Policy 253
Features Interacting with User Accounts
253
User Locale 254
Device Association 254
Implementing End Users in CUCM 255
Manual Entry 255
Bulk Import Using BAT 256
LDAP Integration 256
LDAP
Synchronization 256
LDAP
Authentication 257
LDAP Integration
Considerations 257
LDAP Sync
Agreements 259
LDAP Sync
Mechanism 260
LDAP Custom
Filters 260
Configure LDAP Sync 260
Activate DirSync
260
Configure the
LDAP System 260
Configure the
LDAP Directory 261
Verify LDAP Sync 262
Configuring LDAP Authentication 262
Verify LDAP Authentication 263
Create LDAP Custom Filters 263
Review All the Key Topics 264
Definitions of Key Terms 264
Chapter 10 Understanding CUCM Dial Plan Elements and
Interactions 267
“Do I Know This Already?” Quiz 267
CUCM Call Flows 270
Call Flow in CUCM If DNS Is Used 270
Call Flow in CUCM If DNS Is Not Used
271
Centralized Remote Branch Call Flow
273
Centralized Deployment PSTN Backup Call
Flow 274
Centralized Deployment Considerations and
Limitations 275
PSTN Backup Using CAC 275
Distributed Deployment Call Flow 276
Call Routing Sources in CUCM 277
Call Routing Destinations in CUCM 277
Call Routing Configuration Elements
278
Route Pattern
278
Route List
279
Route Group
279
Gateways and
Trunks 280
Call Routing Behavior 280
Digit Analysis
280
Hunt Groups
281
Class of Control 282
Partition 282
Calling Search
Space 282
Interaction of
Partitions and Calling Search Spaces 282
Line Device
Configuration 283
Review All the Key Topics 284
Definitions of Key Terms 284
Chapter 11 Enabling Telephony and Mobility Features with CUCM
287
“Do I Know This Already?” Quiz 287
Describe Extension Mobility in CUCM 290
Enable EM in CUCM 291
Describe Telephony Features in CUCM 298
Call Coverage 298
Call Forward
298
Shared Lines
299
Barge and Privacy
299
Call Pickup
300
Call Hunting
300
Call Park 301
Intercom 301
CUCM Native Presence 301
Presence
Architecture 302
Enable Telephony Features in CUCM 303
Enabling Call Coverage 303
Configuring Shared Lines 303
Configuring Barge
304
Configuring Call
Pickup 305
Configuring Call
Park and Directed Call Park 308
Configuring Call
Hunting 310
Configuring Intercom Features 313
Configure CUCM Native Presence 315
Configuring BLF
Speed Dials 315
Configuring Presence-Enabled Call Lists
316
Configuring
Custom Presence Groups 317
Review All the Key Topics 321
Definitions of Key Terms 321
Chapter 12 Enabling Mobility Features in CUCM 323
“Do I Know This Already?” Quiz 323
Understanding CUCM Mobility Features 326
Describe Mobile Connect 326
Unified Mobility Architecture 327
Access Lists
327
Time-of-Day
Access 327
Mobile Voice
Access 328
Implementing Mobility Features in CUCM 328
Configuring Mobile Connect 329
Step 1: Configure
Softkey Templates 329
Step 2: Configure
User Accounts for Mobility 329
Step 3: Configure
the IP Phone to Support Mobility Features 331
Step 4: Create
Remote Destination Profiles 331
Step 5: Add
Remote Destinations to Remote Destination Profiles 331
Step 6: Configure
Ring Schedules for Each Remote Destination 332
Step 7: Configure
Access Lists 333
Step 8: Apply
Access Lists 334
Step 9: Configure
Service Parameters 335
Configuring MVA 336
Step 1: Activate
the MVA Service 337
Step 2: Configure
Service Parameters 337
Step 3: Enable
MVA for Each User 338
Step 4: Configure
the MVA Media Resource 339
Step 5: Configure
the MVA VXML Application at the IOS Gateway 340
Review All the Key Topics 341
Definitions of Key Terms 341
Part IV Voicemail and Presence Solutions
Chapter 13 Voice Messaging Integration with Cisco Unity
Connection 343
“Do I Know This Already?” Quiz 343
Describe Cisco Unity Connection 346
Overview of Cisco Unity Connection 346
Single-Site and Multisite Deployment
Considerations 346
CUC Integration Overview 347
CUC Integration
with CUCM Using SCCP 347
CUC Integration
Using SIP 348
CUC Features 349
System Settings
349
Enterprise
Parameters and Service Parameters 350
LDAP 350
Call Handlers
350
Call Routing
351
Direct Routing
Rules 351
Forwarded Routing
Rules 352
Call Routing Rule
Filters 352
Distribution
Lists 352
Authentication
Rules 352
Dial Plan 353
Describe Cisco Unity Connection Users and Mailboxes 353
User Templates 353
User Template
Basics 353
Password Settings
354
Roles 354
Transfer Rules
and Greetings 354
Call Actions
355
Message Settings,
Message Actions, and Caller Input 355
TUI Settings
355
CUC End Users 355
Extension and
Call Forward Options 356
Voice Messaging
with SRST and AAR 356
Voicemail Box
356
Private
Distribution Lists 356
Notification
Devices 356
User Creation Options 356
CUC Voicemail Boxes 357
Message Aging
Policy and Mailbox Quotas 357
Implement Cisco Unity Connection Users and Mailboxes 357
Configure End User Templates 357
User Template
Basics 358
Password Settings
359
Roles 360
Message Settings
360
Message Actions
361
Phone Menu
362
Playback Message
Settings 363
Notification
Devices 364
Configure CUC End Users 365
Manual Process
365
Alternate
Extensions and Names 366
Private DLs
367
Importing End Users into CUC 368
Importing Users
from CUCM 368
Importing Users
from LDAP 370
Bulk
Administration Import of CUC Users 372
Managing the CUC
Message Store 373
Mailbox Stores
Membership 374
Message Aging
Policy 374
Mailbox Quotas
375
Review All the Key Topics 377
Definitions of Key Terms 377
Chapter 14 Enabling CM IM and Presence Support 379
“Do I Know This Already?” Quiz 379
Describe CM-IMP Features 381
Jabber 381
Jabber Operating
Modes 381
Enterprise
Instant Messaging 382
Voice Calls
383
Video Calls
383
Integration
Support 383
Cisco Unified
Client Services Framework 383
Cisco Unified Communications Manager IP
Phone Service 384
Describe Cisco Unified Presence Architecture 384
Integration with Microsoft Office
Communications Server 385
Integration with LDAP 385
Integration with Cisco Unity Connection
385
Integration with Conferencing Resources
386
Integration with Calendar Resources
386
Architecture and Call Flow: Softphone Mode
386
Architecture and Call Flow: Deskphone
Control Mode 386
IM/Chat, Compliance, and Persistent Chat
387
CM-IMP and QoS Considerations 387
Enabling CM-IMP 389
Enabling End Users for Cisco Jabber in
CUCM 389
Step 1: Configure
End Users in CUCM 389
Step 2: Associate
the Directory Numbers with the End Users in CUCM 390
Step 3: Create a
Cisco Unified CSF Device 390
Step 4: Associate
the CSF Device with the End User in CUCM 390
Enabling End Users for Jabber in CUCM
390
Enabling CUCM Presence Signaling
Integration with CM-IMP 393
Enabling End Users for Jabber in CM-IMP
394
Troubleshooting Jabber 394
Review All the Key Topics 396
Definitions of Key Terms 396
Part V Voice Network Management and Troubleshooting
Chapter 15 Common CME Management and Troubleshooting Issues
399
“Do I Know This Already?” Quiz 399
Troubleshooting 402
Troubleshooting Common CME Registration Issues 403
Issue 1: Verifying PoE 405
Issue 2: Voice VLAN Assignment 405
Issue 3: DHCP Server 406
Issue 4: TFTP Server 406
Issue 5: CME Server 407
Troubleshooting Dial Plan and QoS Issues 407
Dial Plan Issues 407
QoS Issues 410
Review All the Key Topics 414
Definitions of Key Terms 414
Chapter 16 CUCM Monitoring, Maintenance, and Troubleshooting
417
“Do I Know This Already?” Quiz 417
Describe How to Provide End-User Support for Connectivity and
Voice
Quality Issues 421
Troubleshooting 421
Troubleshooting IP Phone Registration
Problems 422
Deleting Unassigned Directory Numbers
Using the Route Plan Report 424
Describe CUCM Reports and How They Are
Generated 425
Generating
Reports 425
Analyzing Reports 427
Understanding CUCM CDR Analysis and
Reporting Tool Reports 427
Activate CAR-Related Services 428
Configure CDR Service Parameters 428
CAR Tool Users
429
CDR and CMR Architecture 429
CAR System
Parameters 429
Exporting CDR and CMR Records 430
Generating CDR Reports 430
Report Generation Example 431
Generating System Reports 433
Generating Device Reports 434
Describe Cisco Unified RTMT 434
RTMT Interface 436
Monitoring CUCM with RTMT 436
Voice and Video
Summary 437
Gateway Activity
437
Device Search
438
Database Summary
439
Call Activity
440
Alert Central
442
Remote Browse
443
Syslog 443
Describe the Disaster Recovery System 444
Using the DRS 445
Set Up a Backup
Device 445
Create a
Scheduled Backup 445
Perform a Restore
446
Review All the Key Topics 447
Definitions of Key Terms 447
Chapter 17 Monitoring Cisco Unity Connection 449
“Do I Know This Already?” Quiz 449
Generating and Accessing Cisco Unity Connection Reports 452
Cisco Unity Connection Serviceability
Reports 452
Cisco Unified Serviceability:
Serviceability Reports Archive 455
Analyzing Cisco Unity Connection Reports 457
Troubleshooting and Maintenance Operations Using Cisco Unity
Connection Reports 459
Reports to Support Routine Maintenance
462
Review All the Key Topics 465
Definitions of Key Terms 465
Chapter 18 Final Preparation 467
Tools for Final Preparation 467
Exam Engine and Questions on the CD 467
Install the Exam Engine 467
Activate and Download the Practice Exam
468
Activating Other Exams 468
Premium Edition 468
The Cisco Learning Network 469
Memory Tables 469
Chapter-Ending Review Tools 469
Study Plan 469
Recall the Facts 470
Practice Configurations 470
Using the Exam Engine 470
Part VI Appendixes
Appendix A Answers Appendix 473
Appendix B Exam Updates 477
Always Get the Latest at the Companion Website 477
Technical Content 477
Appendix C Managing CME Using the Command Line 479
Glossary 493
Index 507
CD-Only Appendixes
Appendix D Memory Tables
Appendix E Memory Table Answer Key
Appendix F Study Planner
Michael Valentine has worked in the IT field since 1996 and became a trainer in 2001. Currently, he is a Cisco trainer with Skyline Advanced Technology Services and specializes in Cisco Unified Communications and CCNA classes. His accessible, humorous, and effective teaching style has demystified Cisco for thousands of students since he began teaching CCNA in 2002. Mike holds a bachelor of arts degree from the University of British Columbia and currently holds CCNA, CCNP, CCDP, CCVP, and CCSI No. 31461 certifications. Mike has developed courseware and labs for Cisco and its training partners. Mike is the coauthor of CCNA Exam Cram (Exam 640-802), Third Edition (Que 2008); authored the CCNA Voice Quick Reference Guide, and has served as technical editor and contributor on several Cisco Press titles.
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