Communications Manager Administration (Call Manager) (CMA v12.5) – Course Outline

CMA v12.5


Duration: 03 days

Communications Manager Administration for Version 12.5 (CMA v12.5) is an instructor-led course presented by Skyline-ATS to system administrators and customers involved with the day-to-day operation of the Cisco Unified Communications Manager product.This course introduces you to the CUCM system, the necessary procedures for administering IP Phones and Users, understanding the Dial Plan and implementing Features.

In addition to instructor-led lectures and discussions, you will configure CUCM and Cisco IP Phones in the lab, either in a live classroom or WebEx remote classroom environment.

While the Cisco Unified Communications Manager software used in the class is version 12.5.1, the course material applies to versions 8.x, 9.x, 10.x, 11.x, or 12.x. The concepts and the lab tasks are the same for most of the Cisco Unified Communications Manager software versions.

Note: The courseware (e-kit) for this course is being provided in a digital format. The course content is accessed using a standard web browser. You must have an active internet connection. The courseware can also be saved to your local device using a Cisco provided eReader application.

The lab guide for CMA 12.5 is provided to the student as a pdf via the Skyline ATS Student Portal.
Please contact us at for additional information
If CMA v12.5 is offered the same week as UCA v12.5, at the same location, you can attend the CMA & UCA for $3995.00, giving you a $995.00 discount off the regular pricing for the individual classes.

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

Demonstrate an overall understanding of the Cisco Unified Communications Manager (CUCM) 12.x (or earlier version) system and its environment
Configure CUCM to support IP Phones in multiple locations
Configure CUCM to route calls to internal and PSTN destinations
Configure User accounts and multi-level administration
Understand User Web Page functionality
Configure user features, including Hunt Groups, Call Pickup, and Call Park.
Understand the capabilities of and demonstrate the Bulk Administration Tool
Understand the SMART Licensing model for Cisco Unified Communications
Understand and demonstrate the use of the Unified Reporting tool
Understand and demonstrate the use of the Dialed Number Analyzer
Communications Manager Administration 12.5 does not have prerequisites. However, the following knowledge and skills allow the student to gain the most from the course:

An understanding of traditional digital PBX systems
An understanding of basic telephony concepts
Business-level competence using the Windows operating system
Business-level competence using different Internet browsers
The ability to understand, read and speak English in a business and technical context (the CMA v12.5 course is available only in English at this time)
Who Should Attend
The primary audience for this course is as follows:

Customers configuring and maintaining CUCM 8.x, 9.x, 10.x, 11.0, or 12.x.
PBX System Administrators transitioning to CUCM administration
IP networking professionals taking on responsibility for CUCM administration
Workers being cross-trained for CUCM administration coverage
The secondary audience for this course is as follows:

Cisco Unified Communications system channel partners and resellers

What’s included?

  • Authorized Courseware
  • Intensive Hands on Skills Development with an Experienced Subject Matter Expert
  • Hands on practice on real Servers and extended lab support 1.800.482.3172
  • Examination Vouchers & Onsite Certification Testing- (excluding Adobe and PMP Boot Camps)
  • Academy Code of Honor: Test Pass Guarantee
  • Optional: Package for Hotel Accommodations, Lunch and Transportation

Training Solutions

With several convenient training delivery methods offered, The Academy makes getting the training you need easy. Whether you prefer to learn in a classroom or an online live learning virtual environment, training videos hosted online, and private group classes hosted at your site. We offer expert instruction to individuals, government agencies, non-profits, and corporations. Our live classes, on-sites, and online training videos all feature certified instructors who teach a detailed curriculum and share their expertise and insights with trainees. No matter how you prefer to receive the training, you can count on The Academy for an engaging and effective learning experience.


  • Instructor-Led (the best training format we offer)
  • Live Online Classroom – Online Instructor-Led
  • Self-Paced Video

Speak to an Admissions Representative for complete details

StartFinishPublic PricePublic Enroll Private PricePrivate Enroll


CUCM System Basics

Introduction to IP Telephony

Traditional Voice vs. IP Telephony
Clustering Overview
Intra-Cluster Communications
CUCM Redundancy Options
Deployment Models
Campus (Single Site) Deployment
Centralized Call Processing Deployment
Distributed Call Processing Deployment
Clustering over the IP WAN Call Processing Deployment
Hybrid Call Processing Deployment
Basics of CUCM Configuration

Administrative Interfaces

Administration and Serviceability
Unified Reporting and the Enterprise License Manager
Disaster Recovery System and Unified OS Administration
Navigation Bar
Command Line Interface
Server Redundancy: CM Groups
CM Group Configuration
Date/Time Group
Regions and Codecs
Device Pool Configuration
Service Parameters Configuration
Enterprise Parameters Configuration
Supporting Phones and Users
Configuring CUCM to Support Phones

Cisco Unified IP Phone Model Ranges
Specialized Cisco IP 89xx and 99xx phones
Cisco Jabber Client
Phone Button Templates
Softkey Template
Cisco IP Phone Registration
Device Defaults
Phone Configuration

Manual Phone Configuration
Using the Bulk Administration Tool (BAT)
Deploying new phones and users
Overview of the Auto-Register Phone Tool
Configuring CUCM to Support Users

Understanding CUCM Users
Manual User Creation
User Import with BAT
Importing Users with LDAP Sync
LDAP Authentication
Understanding User Administration
Configuring User Administration
Working with Access Control Groups
Assigning End Users to Access Control Groups
User Web Pages
Understanding the Dial Plan

Dial Plan Overview
Introduction to the Dial Plan
Understanding Dial Plan Components
Route Lists, Route Groups and Devices
Call Routing
Understanding Digit Analysis
Basics of Dial Plan Configuration

Basics of the Dial Plan
Dial Plan Configuration
Translation Patterns
Route Plan Report
Advanced Dial Plan Configuration

Understanding Digit Manipulation
External Phone Number Masks
Transformation Masks
Discard Digits Instructions: PreDot
Class of Control

Overview of Class of Control
Partitions and Calling Search Space
Traditional vs. Line/Device Approach
Configuring Partitions and CSSs
Time of Day Routing
PLAR Application
Forced Authorization Codes
CUCM Features
Media Resources

Overview of Media Resources
Conference Bridge
Music on Hold
Overview of Media Resource Management

Configuring Media Resources
User Features
Configuring Call Coverage in Cisco Unified Communications Manager

Call Coverage in Cisco Unified Communications Manager
Hunt Group Overview
Hunt Group Configuration
Final Forwarding
Shared Lines
Call Pickup
Directed and Group Call Pickup
Call Park

Lab Outline

Lab 2-1: Configuring the System to Support Cisco IP Phones
Lab 2-2: Creating and Associating Users
Lab 3-1: Configuring Basic Dial Plan Elements
Lab 3-2: Configuring Complex Dial Plan Elements
Lab 3-3: Implementing Class of Control
Lab 4-1: Configuring Media Resources
Lab 4-2: Configuring Hunt Groups and Call Coverage Lab
Lab 4-3: Configuring Call Pickup and Call Park