Overview

The Cisco Certified Network Associate Voice (CCNA Voice) validates associate-level knowledge and skills required to administer a voice network. The Cisco CCNA Voice certification confirms that the required skill set for specialized job roles in voice technologies such as voice technologies administrator, voice engineer, and voice manager. It validates skills in VoIP technologies such as IP PBX, IP telephony, handset, call control, and voicemail solutions.

The CCNA Voice certification assesses skills and knowledge related to the Cisco Unified Communications Manager. It is typically employed by large organizations such as governments, large companies, and colleges. Additionally, the CCNA Voice Certification assesses skills and knowledge related to the Cisco CallManager Express (CME) and Cisco Unity Express (CUE) solutions typically used by medium and small organizations such as companies with less than 2,000 employees, retail businesses, and small school districts.

Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.1 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.

Duration

40 hours

Objectives

• Describe the components of a Cisco Unified Communications solution and identify call signaling and media stream flow

• 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

Intended Audience

• Channel Partner / Reseller

• Customer

• Employee

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

Course Outline

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.

1.     Describe the Characteristics of a Cisco Unified Communications Solution
-        Describe the Cisco Unified Communications components and their functions
-        Describe call signalling and media flows
-        Describe quality implications of a VoIP network
2.     Provision End Users and Associated Devices
-        Describe user creation options for Cisco Unified Communications Manager and Cisco Unified Communications Manager Express
-        Create or modify user accounts for Cisco Unified Communications Manager
-        Create or modify user accounts for Cisco Unified Communications Manager Express using the GUI
-        Create or modify endpoints for Cisco Unified Communications Manager
-        Create or modify endpoints for Cisco Unified Communications Manager Express using the GUI
-        Describe how calling privileges function and how calling privileges impact system features
-        Create or modify directory numbers
-        Enable user features and related calling privileges for extension mobility, call coverage, intercom, native presence, and unified mobility remote destination configuration
-        Enable end users for Cisco Unified Presence
-        Verify user features are operational
3.     Configure Voice Messaging and Presence
-        Describe user creation options for voice messaging
-        Create or modify user accounts for Cisco Unity Connection
-        Describe Cisco Unified Presence
-        Configure Cisco Unified Presence
4.     Maintain Cisco Unified Communications System
-        Generate CDR and CMR reports
-        Generate capacity reports
-        Generate usage reports
-        Generate RTMT reports to monitor system activities
-        Monitor voicemail usage
-        Remove unassigned directory numbers
-        Perform manual system backup
5.     Provide End User Support
-        Verify PSTN connectivity
-        Define fault domains using information gathered from end user
-        Troubleshoot endpoint issues
-        Identify voicemail issues and resolve issues related to user mailboxes
-        Describe causes and symptoms of call quality issues
-        Reset single devices

-     Describe how to use phone applications