ICOMM_8 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:
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
The lesson includes this activity:
- 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
The lesson includes this activity:
- 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
The lesson includes this activity:
- 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
The lesson includes this activity:
- 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
The lesson includes this activity:
- 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
The lesson includes this activity:
- 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
The lesson includes this activity:
- 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
The lesson includes this activity:
- 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
The lesson includes this activity:
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
The lesson includes this activity:
- 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
The lesson includes this activity:
- 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
The lesson includes this activity:
- 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
The lesson includes this activity:
- 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
The lesson includes this activity:
- 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
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