Administering Cisco IP Telephony Solutions 6.1

Convergent Communications, Inc. - A Cisco Systems Learning Partner

Administering Cisco IP Telephony Solutions v6.1

Course Outline & Labs

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Administering Cisco IP Telephony Solutions - 5-Day Hands-On Administration Communications Manager 6.0 and Unity 5.0
This course now includes Tier One Support Training and was designed and developed for Cisco by CCI

Course Description

Once an enterprise Communications Manager 5 or Communications Manager 6 solution is deployed, the work doesn't stop. Just like in the traditional PBX world moves, adds, changes, and deletions, will be needed. If you can't afford or don’t want to rely on your integrator for this service; you will have to train your staff. The very positive thing with moving from a traditional circuit-switched PBX solution to an IP PBX solution is you can leverage your LAN administration team to get the job done.

In Administering Cisco IP Telephony Solutions, you will get an in-depth and detailed administration level course on how to support your Communications Manager 6 and Unity 5.0 installation. In this course, we cover the addition of users, changing user preferences, basic phone installation, changing Unity voice mail subscribers and a host of other topics associated with the day-to-day management of your IP PBX system. Common support issues are covered and practiced in a lab setting so that your administrators can also provide tier 1 support.

ROI with training your internal staff to administer your IP PBX solution is significant and includes the cost saving of internal staff verses consultant staff, quicker up time for end users, and more production out of existing internal resources. Administering Cisco IP Telephony Solutions will provide your LAN administration team with the skills and knowledge necessary to handle all the day-to-day needs that come with an IP PBX installation.

Course Objectives

Course objectives are as follows:

Learn how to add and delete subscribers as well as modify current subscribers
Understand how to set up DHCP and TFTP on the IP phones
Setup and Configuration of an IP phone for a new end user
Set up soft phone functions for end users and manage web attendant
Initiate call features such as call park, call pickup, call waiting, client matter codes and others
Review and practice basic troubleshooting processes and tools
Gain an understanding of basic dial plans.
Run and understand Unity performance and administration reports
Configure voice mail services for Unity 5.0 subscribers

Intended Audience

This course is intended for individuals who:

Network and LAN administrators tasked with maintaining a Cisco Unified Communications Manager 6 [or Cisco Unified Communications Manager 5] and Cisco Unity 5.0 solution

Prerequisites

CCNA certification or equivalent experience
Some system administration experience, e.g., Windows 2000/2003 server, Linux, PBX

Lab Topology

Course Outline

IP Telephony Overview
Clustering Cisco Communications Manager Servers
Registering Cisco IP Phones with Communications Manager
Configuring Cisco IP Phone Features
Troubleshooting Cisco Communications Manager
Intercluster Trunks
Cisco Communications Manager Dial Plans
Cisco Communications Manager Users
Cisco Communications Manager Call Detail Records
Class of Service
Overview Cisco Unified Communications System

Understanding Cisco Unity
Describing Cisco Unified Communications Integrations
Understanding Cisco Unity Standard System Features
Describing Cisco Unity Standard User Features
Describing Optional Cisco Unity Features
Understanding Cisco Unity Express

Cisco Unity Connection

Cisco Unity Connection Overview
Positioning Cisco Unity Connection
Cisco Unity Connection Telephone Integrations
Cisco Unity Connection Standard Features
Cisco Unity Connection Optional Features

Cisco Unified Communications General Setup

Using Cisco Unity
Using the Cisco Unity Administrator
Cisco Unity System Setup

Cisco Unified Communications Subscribers: A Complete Reference

Cisco Unity Global Subscriber Settings
Cisco Unity Subscriber Accounts and Settings
Using Call Handlers and Interview Handlers

Cisco Unified Communications System Monitoring and Maintenance

Cisco Unified Communications System Monitoring
Cisco Unified Communications System Maintenance
Cisco Unified Communications System Reporting

Tier 1 Support

Course Labs

Understanding Your Environment
CallManager Basics
Enterprise Parameters
Service Parameters
CallManager Backup/Restore
Working With IP Phones
Configuring Cisco IP Phone Basic Features

Creating Templates
Basic Features (hold, transfer, call waiting, shared lines)

Configuring Cisco IP Phone Advanced Features

Advanced Features (Call Back, Call Pickup, Group Call Pickup, Call Fowarding, Forced Authorization Codes, Call Park, Conferencing – MeetMe, AdHoc, Join – Barge, cBarge, Privacy, Setting Phone Ring Types, QRT, iDivert, Intercom, Do Not Disturb)

Using CallManager Troubleshooting Tools
Configuring CallManager Dial Plan
Configure User Personal Directory
Configure Dial Buttons
Configure Extension Mobility
Call Detail Records(CDRs)

Install Call Detail Record Tools
Using CAR to work with Call Detail Records
Create Call Detail Record Reports

Configure a Telephony Class of Service for Devices

Configure Partitions
Configure Search Spaces
Create PLAR phone

Create Lobby Phones
Create Executive and Employee Phone COS
Time of Day Routing
Configure Attendant Console
Cisco IP Communicator (Optional)
Connecting to Cisco Unity
Setting Up Cisco Unity
Preparing to Add Subscribers
Working with Subscribers
An Audiotext Application
Emergency Dialouts
Cisco Unity System Monitoring and Maintenance
Comprehensive Tier 1 support lab
[Instructor inserts problems and students must either resolve or escalate to tier 2]
Commonly encountered Tier 1 support problems
- Startup problems (power, addressing, connection to CUCM
- Unexpected phone resets
- Common user issues
- Poor voice quality
- Common hardware problems
- Common 7914 problems
- MWI behavior
- Users moving phones