QOS v2.5
Duration: 5 days
Version 1.0
Description
Implementing Cisco Collaboration Devices (CICD v1.0) is an extended hours 5-day course focusing on providing the skills and knowledge necessary to implement Cisco Unified Communications (UC) solutions. It covers administration of end-user interfaces,
telephony and mobility features, and Cisco UC solutions maintenance.
CICD v1.0 is a version update to ICOMM v8.0. The primary difference is that video topics have been added into the course and Cisco Unity Express has been removed. CICD v1.0 is an extended hours course typically running 9 to 10 hours per day. Note: Students
registering for this course will be receiving their course kit in a digital format.
Course Kit Requirements and Instructions
Please be aware that this digital version is designed for online use, not for printing. You can print up to 10 pages only in each guide within a course. Please note that every time you click the Print button in the book, this counts as one page printed,
whether or not you click OK in the Print dialog.
Objective
Upon completing this course, the learner 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 Connection, and Cisco Unified Communications Manager IM
and Presence Service.
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 Communications
Manager IM and Presence Service, 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 learner 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
Who Should Attend
The primary audience for this course is as follows:
Network administrators and network engineers
Cisco CCNA Collaboration candidates
The secondary audience for this course is as follows:
Systems engineers
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.
Methods
- 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
| Start | Finish | Public Price | Public Enroll | Private Price | Private Enroll |
|---|---|---|---|---|---|
| 9/23/2024 | 9/28/2024 | ||||
| 10/14/2024 | 10/19/2024 | ||||
| 11/4/2024 | 11/9/2024 | ||||
| 11/25/2024 | 11/30/2024 | ||||
| 12/16/2024 | 12/21/2024 | ||||
| 1/6/2025 | 1/11/2025 | ||||
| 1/27/2025 | 2/1/2025 | ||||
| 2/17/2025 | 2/22/2025 | ||||
| 3/10/2025 | 3/15/2025 | ||||
| 3/31/2025 | 4/5/2025 | ||||
| 4/21/2025 | 4/26/2025 | ||||
| 5/12/2025 | 5/17/2025 | ||||
| 6/2/2025 | 6/7/2025 | ||||
| 6/23/2025 | 6/28/2025 | ||||
| 7/14/2025 | 7/19/2025 | ||||
| 8/4/2025 | 8/9/2025 | ||||
| 8/25/2025 | 8/30/2025 | ||||
| 9/15/2025 | 9/20/2025 | ||||
| 10/6/2025 | 10/11/2025 | ||||
| 10/27/2025 | 11/1/2025 | ||||
| 11/17/2025 | 11/22/2025 | ||||
| 12/8/2025 | 12/13/2025 | ||||
| 12/29/2025 | 1/3/2026 |
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
Curriculum
Course Outline
Module 1: Cisco Unified Communications Solutions
Lesson 1: Understanding the Components of Cisco Unified Communications
Solutions
Cisco Unified Communications Call Control Options
Cisco Unified Communications Manager Express Overview
Cisco Unified Communications Manager Overview
Cisco Business Edition 6000
Cisco VCS and Cisco Expressway Series
Cisco Unified Communications Manager IM and Presence Service
Overview
Cisco Unity Connection Overview
Cisco Prime Collaboration
Cisco TMS Overview
Lesson 2: Understanding the Characteristics of Cisco Unified Communications
Solutions
Overview of Traditional Voice Networks
Overview of Converged Voice Networks
Overview of Packet-Oriented Networks
Module 2: Administrator and End-User Interfaces
Lesson 1: Understanding Administrator Interfaces
Cisco Unified Communications Manager Administrator Interfaces
Cisco Unified Communications Manager Serviceability
Cisco Unified Communications Manager Services
Cisco Unified Communications Manager Operating System
Discovery 1: Verify System Information
Disaster Recovery System
Cisco Unified Reporting
Access the CLI
Discovery 2: Obtain Platform Details with CLI from Cisco Unified
Communications Manager
User Management
Cisco VCS and Cisco TMS Administrative Interfaces
Cisco Unity Connection Administrator Interfaces
Cisco Unity Connection Serviceability
Discovery 3: Verify Voicemail Integration
Cisco Unified Communications Manager IM and Presence Service
Administrator Interfaces
Cisco Unified Communications Manager Express Administrator Interfaces
Perform the “Explore Administrator Interfaces” Lab
Lesson 2: Understanding End-User Interfaces
Cisco Unified Communications Manager End-User Interfaces Overview
Customize User Website Permissions
Customize CCMUser Enterprise Parameters
End-User LDAP Authentication
Self Care Portal Devices
Cisco Unified Communications Manager Express End-User Interfaces
Authentication and Synchronization for End Users in Cisco Unity
Connection
Administrator-Enabled User Login
Cisco Personal Communications Assistant
Cisco Unity Connection TUI
Perform the “Explore End-User Interfaces” Lab
Module 3: Call Flows in Cisco Call Control Platforms
Lesson 1: Understanding Call Flows and Call Legs
Cisco Unified Communications Manager SCCP Call Flows and Call Legs
Cisco Unified Communications Manager Centralized Architecture PSTN
Backup Call Flow
Cisco Unified Communications Manager Distributed Architecture Call Flow
Cisco Unified Communications Manager PSTN Backup Path Selection
AAR Call Flow
Dial Peer Overview
Inbound Dial Peer Selection
Outbound Dial Peer Selection
Cisco VCS Call Flows
Lesson 2: Understanding the Configuration Components that Impact Call Flows in
Cisco Unified Communications Manager
Cisco Unified Communications Manager CoS Overview
Partitions and CSSs
Examples of Partitions and CSSs
Discovery 4: Discover the Cisco Unified Communications Manager CoS
Implementation
Cisco Unified Communications Manager Call Routing Overview
Cisco Unified Communications Manager Call Routing Logic
Digit Analysis
Cisco Unified Communications Manager Path Selection Configuration
Elements
Hunt Groups
Call Admission Control
Regions
Discovery 5: Discover the Cisco Unified Communications Manager Call
Routing Implementation
Perform the “Explore Call Flows in Cisco Unified Communications
Manager” Lab
Lesson 3: Understanding Configuration Components That Impact Call Flows in
Cisco Unified Communications Manager Express
Cisco Unified Communications Manager Express COR Overview
COR Behavior
Discovery 6: Discover the Cisco Unified Communications Manager Express
COR Implementation
Cisco Unified Communications Manager Express Call Routing Overview
Trunk Groups
Ephone Hunt Group Overview
Discovery 7: Discover the Cisco Unified Communications Manager Express
Call Routing Implementation
Perform the “Explore Call Flows in Cisco Unified Communications Manager
Express” Lab
Module 4: Endpoint and End-User Administration
Lesson 1: Understanding End-User Characteristics and Configuration
Requirements
End Users in Cisco Unified Communications Manager
Cisco Unified Communications Manager Express User Access Levels
Cisco Unified Communications Manager Express User Locale
Lesson 2: Understanding End-User Implementation Options
Cisco Unified Communications Manager User Management Options
Cisco Unified Communications Manager LDAP Support
LDAP Integration: Synchronization
LDAP Integration: Authentication
LDAP Integration Considerations
Synchronization Agreements
LDAP Synchronization Configuration Procedure
LDAP Authentication Configuration
LDAP Custom Filter
Implement End Users in Cisco Unified Communications Manager Express
Perform the “Implement End Users” Lab
Lesson 3: Understanding Endpoint Characteristics and Configuration
Requirements
IP Phone Registration Process Overview
Cisco SCCP IP Phone Startup Process
Cisco SIP Phone Startup Process
Cisco Unified Communications Manager Network Configuration
IP Phone Configuration Requirements in Cisco Unified Communications
Manager
IP Phone Configuration Requirements in Cisco Unified Communications
Manager Express
Lesson 4: Understanding Endpoint Implementation Options
Discovery 8: Configure and Verify Endpoint Basic Configuration Elements
Discovery 9: Device Settings Configuration
Configuration Methods and Tools
Autoregistration
Manual Cisco IP Phone Configuration
Cisco Unified Communications Manager BAT
Self-Provisioning
Update the Endpoint Firmware from SCCP to SIP
Implement IP Phones in Cisco Unified Communications Manager Express
Configure Menu
View Menu
Configuration Tool Comparison
Perform the “Implement Endpoints” Lab
Module 5: End User Telephony and Mobility Features
Lesson 1: Understanding Telephony Features
Cisco Extension Mobility in Cisco Unified Communications Manager
Call Forward Options
Shared Lines
Call Pickup
Call Hunting Components
Call Park
Intercom in Cisco Unified Communications Manager
Native Cisco Unified Communications Manager Presence
Cisco Unified Communications Manager Express Features
Lesson 2: Enabling Telephony Features
Discovery 10: Configure Cisco Extension Mobility
Configure Call Coverage in Cisco Unified Communications Manager
Discovery 11: Configure Hunt Groups
Configure Intercom Functionality in Cisco Unified Communications
Manager
Configure Speed Dial BLF
Configure Call Forward Settings in Cisco Unified Communications Manager
Express
Configure Cisco Unified Communications Manager Express for Night
Service
Configure Paging in Cisco Unified Communications Manager Express
Configure Shared Ephone-dn in Cisco Unified Communications Manager
Express
Configure Pickup Groups in Cisco Unified Communications Manager
Express
Configure Intercom in Cisco Unified Communications Manager Express
Configure Hunt Groups in Cisco Unified Communications Manager Express
Perform the “Enable Telephony Features” Lab
Lesson 3: Understanding Mobility Features
Mobile Connect in Cisco Unified Communications Manager
Mobile Voice Access in Cisco Unified Communications Manager
Mobility in Cisco Unified Communications Manager Express
Lesson 4: Enabling Mobility Features
Configure Cisco Unified Mobility in Cisco Unified Communications Manager
Discovery 12: Configure Cisco Unified Mobility on HQ Phone 1
Discovery 13: Configure Cisco Unified Mobile Voice Access in Cisco
Unified Communications Manager
Configure Mobility in Cisco Unified Communications Manager Express
Perform the “Enable Mobility Features” Lab
Module 6: Cisco Unity Connection and Cisco Unified Communications Manager IM and Presence Service
Lesson 1: Understanding Cisco Unity Connection
Cisco Unity Connection Overview
Cisco Unity Connection Integration
Discovery 14: Verify the Cisco Unity Connection Integration
Cisco Unity Connection Call Handler
Cisco Unity Connection Call Routing
Cisco Unity Connection Authentication Rules
Cisco Unity Connection Dial Plan
Lesson 2: Understanding End User and Voice Mailbox Characteristics and
Configuration Requirements
Cisco Unity Connection End-User Templates Overview
User Template Basics
Default Class of Service
Password Settings and Roles
Transfer Rules and Greetings
Call Actions
Message Actions and Caller Input
TUI Experience
Cisco Unity Connection End Users
Cisco Unity Connection Voice Mailboxes
Cisco Unity Connection Video Greetings
Lesson 3: Understanding End User and Voice Mailbox Implementation Options
Discovery 15: Configure a User Template
Discovery 16: Configure a User
Import End Users from Cisco Unified Communications Manager
Import Users from LDAP
Bulk Import Users
Manage Cisco Unity Connection Message Storage
Discovery 17: Configure Cisco MediaSense for Video Greeting
Discovery 18: Configure Cisco Unity Connection for Video Greeting
Perform the Implement End Users and Voice Mailboxes Lab
Lesson 4: Understanding Cisco Unified Communications Manager IM and
Presence Service
Cisco Unified Communications Manager IM and Presence Service
Features and Functionality
Cisco Unified Communications Manager IM and Presence Service
Architecture
Lesson 5: Enabling Cisco Unified Communications Manager IM and Presence
Service
Configure Cisco Unified Communications Manager for Cisco Jabber
Configure the Cisco Unified Communications Manager IM and Presence
Server
Troubleshoot Cisco Jabber
Perform the “Enable Cisco Unified Communications Manager IM and
Presence Service” Lab
Module 7: Cisco Unified Communications Solutions Maintenance
Lesson 1: Providing End-User Support
Problem-Solving Model Overview
Gather Facts
Consider Possibilities
Create an Action Plan
Implement the Action Plan
Observe Results
Restart the Problem-Solving Process
Document Results
Troubleshooting IP Phone Registration
Powering IP Phones
VLAN Overview
Configure Access Ports
Voice Quality Issues
Perform the “Provide End-User Support” Lab
Lesson 2: Understanding Cisco Unified Communications Manager Reports
Cisco Unified Communications Manager Reports Overview
Generate Reports
Analyze the Generated Reports
Discovery 19: Use Cisco Unified Reporting
Lesson 3: Understanding Cisco Unified Communications Manager CDR Analysis
and Reporting Tool Reports
Cisco Unified Communications Manager CAR Tool Overview
Cisco Unified Communications Manager CAR Tool User Overview
Discovery 20: Configure System Settings in the Cisco Unified
Communications Manager CAR Tool
Export CDR and CMR Records
Generate CDR User Reports
Discovery 21: Generate User Reports
Generate System Reports
Discovery 22: Generate and View a QoS Detail Report
Generate Device Reports
Discovery 23: Generate and View a Gateway Utilization Report
Perform the Generate Cisco Unified Communications Manager CAR Tool
Reports Lab
Lesson 4: Monitoring the System with Cisco Unified Real-Time Monitoring Tool
Cisco Unified RTMT Overview
Monitor the System with Cisco Unified RTMT
Monitor Cisco Unified Communications Manager with Cisco Unified RTMT
Perform the “Monitor the System with Cisco Unified RTMT” Lab
Lesson 5: Monitoring Voicemail in Cisco Unity Connection
Generate Reports on Cisco Unity Connection
Discovery 24: Generate a Cisco Unity Connection Serviceability Report
Generate Reports in Cisco Unified Serviceability
Discovery 25: Generate Cisco Unified Serviceability Reports
Use Reports for Troubleshooting and Maintenance
Lesson 6: Understanding the Disaster Recovery System
Disaster Recovery System Overview
Back Up Cisco Unified Communications Solutions
Restore Cisco Unified Communications Solutions
Perform the Back Up Cisco Unified Communications Manager Lab
(Optional)
Lab Outline
Hardware Lab 1: Explore Administrator Interfaces
Start Services in Cisco Unified Communications Manager Serviceability
Create a Personalized Application User and Verify Role Privileges for Application
User Web Pages
Add a New Cisco Unified IP Phone
Modify Service Parameters
Verify the Application Server in Cisco Unified Communications Manager for Cisco
Unified Communications Manager IM and Presence Service
Enable Services on Cisco Unified Communications Manager IM and Presence
Create the Presence Gateway for Cisco Unified Communications Manager in the
Cisco Unified Communications Manager IM and Presence Service
Start the Cisco Serviceability Reporter service
Configure Cisco Unified Communications Manager Express to Support Cisco
Configuration Professional
Install Cisco Configuration Professional on the Student PC and Discover the Cisco
Unified Communications Manager Express Router
Hardware Lab 2: Explore End-User Interfaces
Create an End User in Cisco Unified Communications Manager
Set Enterprise Parameters and Configure End-User Settings
Configure Voicemail Users in Cisco Unity Connection
Create End Users in Cisco Unified Communications Manager Express
Hardware Lab 3: Explore Call Flows in Cisco Unified Communications Manager
Configure the Cisco Unified Communications Manager CoS Implementation
Configure the Cisco Unified Communications Manager Call Routing
Implementation
Test the Inbound Cisco Unified Communications Manager COS Implementation
Set Route Patterns Back to PSTN Partition
Hardware Lab 4: Explore Call Flows in Cisco Unified Communications Manager Express
Configure the Cisco Unified Communications Manager Express Call Routing
Implementation
Hardware Lab 5: Implement End Users
Use Microsoft Active Directory for End-User Synchronization to Configure End
Users in Cisco Unified Communications Manager
Change User Settings in Cisco Unified Communications Manager
Hardware Lab 6: Implement Endpoints
Configure the Self-Provisioning IVR Service
Add a New Phone in Cisco Unified Communications Manager Using
Autoregistration
Use the Self-Provisioning IVR Service on Autoregistered Phones
Add a New Phone in Cisco Unified Communications Manager Using the Cisco
Unified Communications Manager BAT
Add a New Phone in Cisco Unified Communications Manager Express Using the
GUI
Hardware Lab 7: Enable Telephony Features
Configure Group Pickup for the HQ Phones
Configure Directed Call Park
Configure Intercom Functionality
Configure IP Phones for BLF Speed Dials
Hardware Lab 8: Enable Mobility Features
Challenge: Change When Calls to the Remote Destination Ring
Challenge: Configure the Remote Destination to Ring Longer
Challenge: Prevent the Remote Destination from Ringing When Receiving Calls
from the Branch
Hardware Lab 9: Implement End Users and Voice Mailboxes
Challenge: Unlist a User from Cisco Unity Connection
Import End Users from Cisco Unified Communications Manager
Import End Users from Microsoft Active Directory
Set the Message Store Settings
Hardware Lab 10: Enable Cisco Unified Communications Manager IM and Presence
Service
Configure Cisco Unified Communications Manager for Cisco Jabber
Create a CSF Device for Softphone Mode
Configure the Cisco Unified IM and Presence Server
Log in to Cisco Jabber
Test Cisco Jabber Features
Hardware Challenge Lab 11: Provide End-User Support
Trouble Ticket: IP Phone Is Not Registered
Trouble Ticket: Group Pickup Does Not Work
Trouble Ticket: Cisco Extension Mobility Service Is Not Working
Hardware Challenge Lab 12: Generate Cisco Unified Communications Manager CAR Tool
Reports
Challenge Lab: Analyze Calls
Hardware Lab 13: Monitor the System with Cisco Unified RTMT
Install Cisco Unified RTMT
Monitor System Parameters
Work with Traces and Syslog Messages
Monitor Cisco Unified Communications Manager Parameters
Work with Profiles
Use the Port Monitor to Check the Voicemail Ports
Hardware Lab 14: (Optional) Back Up Cisco Unified Communications Manager
Create a Backup Device
Configure the Scheduler
Perform Manual Backup
(Optional) Restore the Cisco Unified Communications Manager Database
*Implement Cisco Digital Media Players
