- ISBN: 9781587204173 | 1587204177
- Cover: Hardcover
- Copyright: 9/9/2011
The official, comprehensive assessment, review, and practice guide for Cisco's latest CCNA Voice exam -- direct from Cisco #xA0; Contains 80% new content, reflecting the exam's expansion to cover Cisco Unified Communications Manager (CUCM), CUCM Express, Unity Connection, Unified Presence, and network infrastructure Includes realistic exam questions on CD Contains extensive, proven features to help students review efficiently and remember the most important details #xA0; This is Cisco's official, comprehensive self-study resource for preparing for the new ICOMM exam - the only exam needed to gain CCNA Voice certification, now an essential prerequisite for CCNP Voice certification. Top Cisco instructor Jeremy D. Cioara presents every objective concisely and logically, with extensive teaching features that promote retention and understanding. You will find: " Pre-chapter quizzes to assess knowledge upfront and focus study more efficiently " Foundation topics sections that explain concepts and configurations, and link theory to actual configuration commands " Key topics sections calling attention to every figure, table, and list that candidates must know " Exam Preparation sections " Exam-realistic questions on CD About 80% of this edition's content is brand-new, reflecting the new exam's massive revision, reorganization, and expansion. In addition to Cisco CallManager Express, this book now covers Cisco Unified Communications Manager (CUCM), CUCM Express, Unity Connection, Unified Presence, and network infrastructure considerations. Specific topics added in this edition include: " CUCM/CUCM Express administration " Managing endpoints and end-users with CUCM " CUCM dial plan management " CUCM/CUCM Express mobility features " Voicemail integration with Unity Connection " Unified Presence support " Network infrastructure management/troubleshooting " Unity Connection management/troubleshooting
Jeremy D. Cioara, CCIE No. 11727, works in many facets of the Cisco networking realm. As an author, he has written multiple books for Cisco Press and Exam Cram. As an instructor, he teaches at Interface Technical Training (www.interfacett.com) in Phoenix, Arizona. Likewise, Jeremy has recorded many E-Learning titles at CBTNuggets (www.cbtnuggets.com). Finally, Jeremy is the CIO of AdTEC Networks and works as a network consultant, focusing on Cisco network and VoIP implementations. Jeremy also casually blogs about Cisco topics at Tekcert (www.tekcert.com) in his “free time.” Thankfully, he is married to the Certified Best Wife in the World (CBWW), who helps him manage his time and priorities and prevents him from getting an enormous Cisco logo tattooed across his chest.
Michael Valentine has 15 years of experience in the IT field, specializing in network design and installation. Currently, he is a Cisco trainer with Skyline Advanced Technology Services and specializes in Cisco Unified Communications, CCNA, and CCNP classes. His accessible, humorous, and effective teaching style has demystified Cisco for hundreds of students since he began teaching in 2002. Mike holds a Bachelor of Arts degree from the University of British Columbia and currently holds CCNA, CCDA, CCNP, CCVP, and CCSI No. 31461 certifications. Mike has developed courseware and labs for Cisco and its training partners. Mike is the coauthor of CCNA Exam Cram (Exam 640-802), Third Edition (Que 2008), authored the CCNA Voice Quick Reference Guide, and has served as technical editor and contributor on several Cisco Press titles.
Introduction xxv
Part I Voice Perspectives
Chapter 1 Traditional Voice Versus Unified Voice 3
“Do I Know This Already?” Quiz 3
Foundation Topics 6
Where It All Began: Analog Connections 6
The Evolution: Digital Connections 9
Moving from Analog to Digital 9
Channel Associated Signaling 11
Common Channel Signaling 12
Understanding the PSTN 13
Pieces of the PSTN 13
Understanding PBX and Key Systems 14
Connections to and Between the PSTN 14
PSTN Numbering Plans 16
The New Yet Not-So-New Frontier: VoIP 17
VoIP: Why It Is a Big Deal for Businesses 17
The Process of Converting Voice to Packets 18
Role of Digital Signal Processors 22
Understanding RTP and RTCP 23
Exam Preparation Tasks 25
Review All the Key Topics 25
Definitions of Key Terms 25
Chapter 2 Understanding the Pieces of Cisco Unified Communications 27
“Do I Know This Already?” Quiz 27
Foundation Topics 30
Did Someone Say Unified? 30
Understanding Cisco Unified Communications Manager Express 31
CME Key Features 32
CME Interaction with Cisco IP Phones 32
A Match Made in Heaven: CME and CUE 35
Understanding Cisco Unified Communications Manager 37
CUCM Key Features 37
CUCM Database Replication and Interacting with Cisco IP Phones 38
Understanding Cisco Unity Connection 41
Cisco Unity Connection Key Features 42
Cisco Unity Connection and CUCM Interaction 43
Understanding Cisco Unified Presence 44
Cisco Unified Personal Communicator 45
Exam Preparation Tasks 46
Review All the Key Topics 46
Definitions of Key Terms 46
Chapter 3 Understanding the Cisco IP Phone Concepts and Registration 49
“Do I Know This Already?” Quiz 49
Foundation Topics 52
Connecting and Powering Cisco IP Phones 52
Cisco Catalyst Switch PoE 54
Powering the IP Phone Using a Power Patch Panel or Coupler 54
Powering the IP Phone with a Power Brick 55
VLAN Concepts and Configuration 55
VLAN Review 55
VLAN Trunking/Tagging 56
Understanding Voice VLANs 58
VLAN Configuration 59
Understanding the Cisco IP Phone Boot Process 61
Configuring a Router-Based DHCP Server 61
Setting the Clock of a Cisco Device with NTP 63
IP Phone Registration 65
Exam Preparation Tasks 67
Review All the Key Topics 67
Definitions of Key Terms 67
Part II Managing Endpoints and End Users
Chapter 4 Getting Familiar with CME Administration 69
“Do I Know This Already?” Quiz 69
Foundation Topics 71
Managing CME Using the Command Line 71
Managing CME Using a Graphic User Interface 73
Exam Preparation Tasks 79
Review All the Key Topics 79
Chapter 5 Managing Endpoints and End Users with CME 81
“Do I Know This Already?” Quiz 81
Foundation Topics 84
Ensuring the Foundation 84
Voice VLAN 85
DHCP Services 85
TFTP Services 86
Base CME Configuration 87
Ephone and Ephone-DN—The Keys to Ringing Phones 88
Understanding and Configuring Ephone-DNs 89
Understanding and Configuring Ephones 90
Associating Ephones and Ephone-DNs 92
Adding Directory Numbers, Phones, and Users with CCP 95
Exam Preparation Tasks 102
Review All the Key Topics 102
Chapter 6 Understanding the CME Dial-Plan 105
“Do I Know This Already?” Quiz 105
Foundation Topics 108
Configuring Physical Voice Port Characteristics 108
Configuring Analog Voice Ports 108
Foreign Exchange Station Ports 108
Foreign Exchange Office Ports 111
Configuring Digital Voice Ports 112
Understanding and Configuring Dial Peers 117
Voice Call Legs 118
Configuring POTS Dial Peers 120
Configuring VoIP Dial Peers 124
Using Dial Peer Wildcards 126
Private Line Automatic Ringdown 128
Understanding Router Call Processing and Digit Manipulation 130
Matching Inbound and Outbound Dial Peers 132
Using Digit Manipulation 135
Practical Scenario 1: PSTN Failover Using the prefix Command 136
Practical Scenario 2: Directing Operator Calls to the Receptionist 138
Practical Scenario 3: Specific POTS Lines for Emergency Calls 139
Practical Scenario 4: Using Translation Profiles 141
Using CCP to Configure a CME Dial-Plan 145
Understanding and Implementing CME Class of Restriction 146
Quality of Service 152
Understanding the Enemy 153
Requirements for Voice, Video, and Data Traffic 154
Network Requirements for Voice and Video 154
Network Requirements for Data 154
Using Cisco AutoQoS 155
Exam Preparation Tasks 163
Review All the Key Topics 163
Complete the Tables and Lists from Memory 164
Definitions of Key Terms 164
Part III Handling Calls
Chapter 7 Configuring Cisco Unified CME Voice Productivity Features 167
“Do I Know This Already?” Quiz 167
Foundation Topics 171
Configuring a Voice Network Directory 171
Configuring Call Forwarding 175
Forwarding Calls from the IP Phone 175
Forwarding Calls from the CLI 177
Using the call-forward pattern Command to Support H.450.3 177
Configuring Call Transfer 180
Configuring Call Park 181
Configuring Call Pickup 186
Configuring Intercom 189
Configuring Paging 192
Configuring After-Hours Call Blocking 195
Configuring CDRs and Call Accounting 199
Configuring Music on Hold 203
Configuring Single Number Reach 204
Enabling the Flash-Based CME GUI 206
Exam Preparation Tasks 210
Review All the Key Topics 210
Definitions of Key Terms 210
Chapter 8 Administrator and End-User Interfaces 213
“Do I Know This Already?” Quiz 213
Foundation Topics 216
Describe the CUCM GUI and CLI 216
Cisco Unified Communications Manager Administration Interface 216
Cisco Unified Serviceability Administration Interface 217
Cisco Unified Operating System Administration Interface 219
Disaster Recovery System Interface 220
Cisco Unified Reporting Interface 220
CLI 220
User Management in CUCM: Roles and Groups 221
Roles 221
Groups 222
Describe the CUC GUI and CLI 223
Cisco Unity Connection Administration 224
Cisco Unity Connection Serviceability 225
Describe the Cisco Unified Presence Server GUI and CLI 226
Cisco Unified Presence Administration Interface 227
Cisco Unified Presence Serviceability 227
Exam Preparation Tasks 228
Review All the Key Topics 228
Definitions of Key Terms 228
Part IV Telephony Feature Management
Chapter 9 Managing Endpoints and End Users in CUCM 231
“Do I Know This Already?” Quiz 231
Foundation Topics 234
Implementing IP Phones in CUCM 234
Special Functions and Services Used by IP Phones 234
NTP 234
CDP 235
DHCP 235
PoE 235
TFTP 235
DNS 235
IP Phone Registration Process 236
SIP Phone Registration Process 236
Preparing CUCM to Support Phones 236
Service Activation 237
DHCP Server Configuration 237
Configuring DHCP in Router IOS 239
IP Phone Configuration Requirements in CUCM 240
Device Pool 240
Device Defaults 242
Softkey Template and Phone Button Template 242
Profiles 243
Describe End Users in CUCM 243
End Users Versus Application Users 243
Credential Policy 244
Features Interacting with User Accounts 244
User Locale 245
Device Association 245
Implementing End Users in CUCM 246
Manual Entry 246
Bulk Import Using BAT 246
LDAP Integration 246
LDAP Synchronization 248
LDAP Authentication 248
LDAP Integration Considerations 248
LDAP Sync Agreements 250
LDAP Sync Mechanism 251
LDAP Custom Filters 251
Configure LDAP Sync 251
Activate DirSync 251
Configure the LDAP System 252
Configure the LDAP Directory 252
Verify LDAP Sync 253
Configuring LDAP Authentication 254
Verify LDAP Authentication 254
Create LDAP Custom Filters 255
Exam Preparation Tasks 256
Review All the Key Topics 256
Chapter 10 Understanding CUCM Dial-Plan Elements and Interactions 259
“Do I Know This Already?” Quiz 259
Foundation Topics 263
CUCM Call Flows 263
Call Flow in CUCM if DNS Is Used 263
Call Flow in CUCM if DNS Is Not Used 263
Centralized Remote Branch Call Flow 265
Centralized Deployment PSTN Backup Call Flow 267
Centralized Deployment Considerations and Limitations 267
PSTN Backup Using CAC 268
Distributed Deployment Call Flow 268
Call-Routing Sources in CUCM 270
Call-Routing Destinations in CUCM 270
Call-Routing Configuration Elements 271
Route Pattern 271
Route List 271
Route Group 272
Gateways and Trunks 272
Call-Routing Behavior 273
Digit Analysis 273
Hunt Groups 274
Class of Control 274
Partition 275
Calling Search Space 275
Interaction of Partitions and Calling Search Spaces 275
Line-Device Configuration 276
Exam Preparation Tasks 277
Review All the Key Topics 277
Part V Voicemail and Presence Solutions
Chapter 11 Enabling Telephony Features with CUCM 279
“Do I Know This Already?” Quiz 279
Foundation Topics 282
Describe Extension Mobility in CUCM 282
Enable EM in CUCM 283
Step 1: Activate the EM Service 283
Step 2: Configure EM Service Parameters 283
Step 3: Add the EM Service 284
Step 4: Create Default Device Profiles 285
Step 5a: Create Device Profiles 285
Step 5b: Subscribe Device Profiles to the EM Service 286
Step 6: Associate Users with Device Profiles 287
Step 7a: Enable EM for Phones 288
Step 7b: Subscribe Phones to EM Service 289
Describe Telephony Features in CUCM 290
Call Coverage 290
Call Forward 291
Shared Lines 291
Barge and Privacy 291
Call Pickup 291
Call Hunting 292
Call Park 292
Intercom 293
CUCM Native Presence 293
Presence Architecture 293
Enable Telephony Features in CUCM 294
Enabling Call Coverage 295
Configuring Shared Lines 295
Configuring Barge 295
Configuring Call Pickup 297
Configuring Call Park and Directed Call Park 299
Configuring Call Hunting 301
Configuring Intercom Features 304
Configure CUCM Native Presence 305
Configuring BLF Speed Dials 305
Configuring Presence-Enabled Call Lists 306
Configuring Custom Presence Groups 307
Exam Preparation Tasks 311
Review All the Key Topics 311
Chapter 12 Enabling Mobility Features in CUCM 313
“Do I Know This Already?” Quiz 313
Foundation Topics 316
Understanding CUCM Mobility Features 316
Describe Mobile Connect 316
Unified Mobility Architecture 317
Access Lists 317
Time-of-Day Access 317
Mobile Voice Access 318
Implementing Mobility Features in CUCM 319
Configuring Mobile Connect 319
Step 1: Configure Softkey Templates 319
Step 2: Configure User Accounts for Mobility 319
Step 3: Configure the IP Phone to Support Mobility Features 320
Step 4: Create Remote Destination Profiles 320
Step 5: Add Remote Destinations to Remote Destination Profiles 321
Step 6: Configure Ring Schedules for Each Remote Destination 322
Step 7: Configure Access Lists 322
Step 8: Apply Access Lists 323
Step 9: Configure Service Parameters 325
Configuring MVA 326
Step 1: Activate the MVA Service 327
Step 2: Configure Service Parameters 327
Step 3: Enable MVA for Each User 328
Step 4: Configure the MVA Media Resource 329
Step 5: Configure the MVA VXML Application at the IOS Gateway 329
Exam Preparation Tasks 331
Review All the Key Topics 331
Definition of Key Terms 331
Part VI Voice Network Management and Troubleshooting
Chapter 13 Voicemail Integration with Cisco Unity Connection 333
“Do I Know This Already?” Quiz 333
Foundation Topics 336
Describe Cisco Unity Connection 336
Overview of Cisco Unity Connection 336
Single-Site and Multisite Deployment Considerations 336
CUC Integration Overview 337
CUC Integration with CUCM Using SCCP 337
CUC Integration Using SIP 338
CUC Features 338
System Settings 338
Call Handlers 340
Call Routing 340
Direct Routing Rules 341
Forwarded Routing Rules 341
Call Routing Rule Filters 341
Distribution Lists 342
Authentication Rules 342
Dial-Plan 342
Describe Cisco Unity Connection Users and Mailboxes 343
User Templates 343
User Template Basics 343
Password Settings 344
Roles 344
Transfer Rules and Greetings 344
Call Actions 345
Message Settings, Message Actions, and Caller Input 345
TUI Settings 345
CUC End Users 345
Extension and Call Forward Options 345
Voice Messaging with SRST and AAR 346
Voicemail Box 346
Private Distribution Lists 346
Notification Devices 346
User Creation Options 346
CUC Voicemail Boxes 347
Message Aging Policy and Mailbox Quotas 347
Implement Cisco Unity Connection Users and Mailboxes 347
Configure End User Templates 347
User Template Basics 348
Password Settings 349
Roles 350
Message Settings 350
Message Actions 351
Phone Menu 351
Playback Message Settings 352
Notification Devices 354
Configure CUC End Users 355
Manual Process 355
Alternate Extensions and Names 355
Private DLs 357
Importing End Users in to CUC 357
Importing Users from CUCM 358
Importing Users from LDAP 358
Bulk Administration Import of CUC Users 361
Managing the CUC Message Store 362
Mailbox Stores Membership 362
Message Aging Policy 363
Mailbox Quotas 363
Exam Preparation Tasks 365
Review All the Key Topics 365
Definitions of Key Terms 365
Chapter 14 Enabling Cisco Unified Presence Support 367
“Do I Know This Already?” Quiz 367
Foundation Topics 370
Describe Cisco Unified Presence Features 370
Cisco Unified Personal Communicator 370
CUPC Operating Modes 370
Enterprise Instant Messaging 371
Voice Calls 372
Video Calls 372
Integration Support 372
CUPC System Requirements 373
Cisco Unified Client Services Framework 373
Cisco Unified Communications Manager IP Phone Service 373
Cisco IP Phone Messenger 373
Describe Cisco Unified Presence Architecture 374
Integration with Microsoft Office Communications Server 374
Integration with LDAP 374
Integration with Cisco Unity Connection 375
Integration with Conferencing Resources 375
Integration with Calendar Resources 375
Architecture and Call Flow: Softphone Mode 376
Architecture and Call Flow: Deskphone Control Mode 376
Compliance and Persistent Chat 376
CUPS and QoS Considerations 377
Exam Preparation Tasks 379
Review All the Key Topics 379
Definitions of Key Terms 379
Chapter 15 Common CME Management and Troubleshooting Issues 381
“Do I Know This Already?” Quiz 381
Foundation Topics 384
Troubleshooting 384
Troubleshooting Common CME Registration Issues 385
Troubleshooting Dial-Plan and QoS Issues 389
Dial-Plan Issues 389
QoS Issues 392
Exam Preparation Tasks 396
Review All the Key Topics 396
Definitions of Key Terms 396
Chapter 16 Management and Troubleshooting of Cisco Unified Communications Manager 399
“Do I Know This Already?” Quiz 399
Foundation Topics 402
Describe How to Provide End-User Support for Connectivity and Voice
Quality Issues 402
Troubleshooting 402
Troubleshooting IP Phone Registration Problems 403
Deleting Unassigned Directory Numbers Using the Route Plan Report 405
Describe CUCM Reports and How They Are Generated 406
Generating Reports 406
Analyzing Reports 407
Understanding CUCM CDR Analysis and Reporting Tool Reports 408
Activate CAR-Related Services 408
Configure CDR Service Parameters 409
CAR Tool Users 410
CDR and CMR Architecture 410
CAR System Parameters 410
Exporting CDR and CMR Records 411
Generating CDR Reports 411
Example Report Generation 412
Generating System Reports 414
Generating Device Reports 415
Describe Cisco Unified RTMT 416
RTMT Interface 416
Monitoring CUCM with RTMT 417
CallManager Summary 417
Gateway Activity 417
Device Search 417
Database Summary 417
Describe the Disaster Recovery System 418
Using the DRS 419
Set Up a Backup Device 419
Create a Scheduled Backup 419
Perform a Restore 420
Exam Preparation Tasks 421
Review All the Key Topics 421
Definitions of Key Terms 421
Chapter 17 Monitoring Cisco Unity Connection 423
“Do I Know This Already?” Quiz 423
Foundation Topics 426
Generating and Accessing Cisco Unity Connection Reports 426
Cisco Unity Connection Serviceability Reports 426
Cisco Unified Serviceability: Serviceability Reports Archive 429
Analyzing Cisco Unity Connection Reports 430
Troubleshooting and Maintenance Operations Using Cisco Unity Connection Reports 433
Reports to Support Routine Maintenance 435
Exam Preparation Tasks 438
Review All the Key Topics 438
Definitions of Key Terms 438
Chapter 18 Final Preparation 441
Tools for Final Preparation 441
Pearson Cert Practice Test Engine and Questions on the CD 441
Install the Software from the CD 441
Activate and Download the Practice Exam 442
Activating Other Exams 442
Premium Edition 442
Cisco Learning Network 443
Chapter-Ending Review Tools 443
Suggested Plan for Final Review/Study 443
Using the Exam Engine 444
Summary 445
Appendix A Answers Appendix 447
Appendix B 640-461 CCNA Voice Exam Updates, Version 1.0 451
Glossary 453
TOC, 9781587204173, 6/27/2011
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