Administering Cisco Unified Communications 12.X/14

Module 0: Introductions

• Introductions
• Lesson 1: Introductions
  • Topic List
• Learner Skills and Knowledge
• Course Goal
• Webex Basics
• Cisco Icons and Symbols
• Introductions
• Lesson 2: Understanding Cisco Endpoints
  • Cisco Software Support Service (SWSS)
  • Business Edition 4000 Overview
  • Business Edition 6000
  • BE4000 Appliance at a Glance
  • Cisco Collaboration Architecture
  • Locating Documentation (1)
• Module Summary

Module 1: Tools for Managing UC Collaboration 12.x / 14.0

• Module Introduction
• Topic List
• Lesson 1: Cisco Prime Collaboration Deployment Manager Overview 12.x / 14.0
  • Complete Lifecycle Management (1)
  • Cisco Prime Collaboration Assurance – Features (1)
  • Cisco Prime Collaboration Assurance and Analytics Business – Analytics Features
  • Cisco Prime Collaboration Provisioning
  • Automated System Provisioning
  • Packaging – Standard and Advanced
  • Summary
• Lesson 2: Utilizing the Bulk Administration Tool (BAT)
  • Overview of Cisco Unified Communications Manager BAT
  • Activate Bulk Provisioning Service
  • Start, Stop and Restart Bulk Provisioning Service
  • Cisco Unified Communications Manager BAT Procedures (1)
  • Phone Template Settings
  • Add a Line to the Template (1)
  • Add a Second Line to the Template
  • Download the bat.xlt
  • Open Bat.xlt in Excel
  • Select the Tab for item the you want to Create
  • Choose Fields to be Imported
  • Enter Phone Information and Export Bat File
  • Upload Exported File from Excel
  • Select File and Specify Target and Type
  • Validate Uploaded Phones
  • Insert Phones
  • Specify Insert Phone Details
  • Confirm Phone Import with Job Scheduler
• Lesson 3: Migrating Phones
  • Export Utility
  • Migrating Existing Phone Configuration to a Different Phone Model
  • Migrating Phones – Phone Template (1)
• Lesson 4: Self Provisioning
  • Configuring Self-Provisioning
  • Configure the Universal Device Templates (1)
• Lesson 5: OS Command Line Tools
  • Access the CLl
  • Reset Application Administrator Password via CLI
  • Reset OS Platform Administrator Password
  • Create Additional OS Users
  • Set the WebAPP Session Timeout
  • Check the CUCM IP Information
  • Ping
  • Check, Stop, and Restart, Services
  • Lesson 6: Loading Cisco Option Packages (COP)
  • Downloading Cisco Option Files (COP)
  • Use SFTP Server to Serve Files
  • Loading a COP File into CUCM
  • Install COP File
• Module Summary

Module 2: Cisco Unified Communication Manager 12.x / 14.0

• Module Introduction
  • Topic List
• Lesson 1: Understanding Smart Licensing
  • Cisco Smart Software Licensing
  • Smart Account
  • Create a Smart Account
  • Virtual Account
  • Deployment Options
  • Ordering in Cisco Commerce Workspace (CCW)
  • Migrating/Upgrading Classic Licenses to Smart
  • Registering a Device on CSSM
  • Token Creation in Cisco Smart Software Manager
  • License Management: CSSM (1)
  • Smart Licensing in CUCM 12.x and above
  • CUCM: Evaluation Mode
  • CUCM: Register (Transport Setting)
  • CUCM: Register Product (with Token)
  • CSSM: Create Token (if not already available)
  • CUCM: License Management (Registered, Authorized)
  • CSSM: License Management (In Compliance)
  • CSSM: License Management (Out of Compliance)
  • Cisco Smart Software Licensing Management
  • License Management on Subscriber Node
• Lesson 2: Cisco Unified Communication Manager Overview
  • Overview of the Cisco Unified Computing System Solution
  • Cisco Unified Communications Manager High Availability
  • Database Replication and User-Facing Features
  • Intracluster Communication
• Lesson 3: 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
• Lesson 4: Deploying Endpoints and Users
  • Comparison of Endpoints Supported by Cisco Unified Communications Manager
  • Endpoint Configuration Elements
  • Cisco Unified Communications Manager User Accounts (1)
  • Cisco Unified Communications Manager User Management Options
  • End Users
  • Manual End User Configuration Page
  • Cisco Unified Communications Manager LDAP Support
    • LDAP Integration: Synchronization (1)
    • LDAP Integration: Authentication (1)
    • LDAP Integration Features: Attribute Mapping (1)
  • End-User Data Storage Locations
  • LDAP Integration Feature: Filters (1)
  • LDAP Synchronization Configuration Procedure
  • Activate Cisco DirSync Service
  • Configure the LDAP System
  • Configure the LDAP Directory (1)
  • Verify LDAP Synchronization
  • LDAP Synchronization User Attributes
  • LDAP Authentication Configuration
  • LDAP Authentication Verification
  • LDAP Custom Filter
  • LDAP Custom Filter Verification
• Lesson 5: Implementing Endpoints and Features
  • IP Phone Registration Process Overview
  • Network Time Protocol
  • Special Functions Used by Cisco IP Phones
  • Cisco SCCP IP Phone Startup Process
  • VLAN Discovery Process
  • IP Phone DHCP Configuration
  • DHCP Server Feature Support Overview
  • TFTP Device Configuration XML File
  • SCCP IP Phone Registration
  • Cisco SIP Phone Startup Process
  • Cisco Unified Communications Manager Network Configuration
  • Service Activation
  • DHCP Server
  • DHCP on Cisco Unified Communications Manager Express
  • IP Phone Configuration Requirements in Cisco Unified Communications Manager
  • Cisco Unified Communications Manager Group
  • Device Pools
  • Templates
  • IP Phone Configuration
  • Manual Cisco IP Phone Configuration
  • Add the IP Phone
  • Configure SCCP IP Phone Settings
  • Configure Directory Number
  • Apply the Configuration
• Lesson 6: Implementing Endpoint Addressing and Call Routing
  • Endpoint Addressing
  • Endpoint Addressing by Numbers
  • Endpoint Addressing by URIs
  • Cisco Unified Communications Manager Call Routing Overview
  • Sources of Call-Routing Requests (Entities Requiring Call-Routing Table Lookups
  • Call-Routing Table Entries (Call-Routing Targets)
  • Cisco Unified Communications Call-Routing Logic
  • Digit-by-Digit Analysis of Numbers Not Received In a Single Block
  • Variable-Length Patterns, Overlapping Patterns, and Urgent Priority
  • Overlaps and Interdigit Timeout
  • Urgent Priority
• Lesson 7: Implementing Calling Privileges
  • Calling Privileges Overview
  • Calling-Privilege Requirement PSTN Example
  • Calling-Privileges Configuration Elements
  • Partitions and CSSs
  • Partition <None> and CSS <None>
  • Analogy: Locks and Key Rings
  • Partitions and CSS Example
  • Partition and CSS Considerations
  • Phones Have a Device CSS and Line CSS
  • Example with IP Phone Line CSS and Device CSS
  • Partition and CSS Configuration
  • Summary
• Lesson 8: MoH in Cisco Unified Communications Manager
  • Music on Hold
  • MOH Support in Cisco Unified Communications Manager
  • MOH Sources
  • MOH Server Capacity
  • Unicast and Multicast MOH Characteristics
  • Multicast MOH
  • MOH Configuration
  • Media Resource Access Control Overview
  • Media Resource Access Control Characteristics
  • Components of Media Resource Access Control
  • Media Resource Access Control Example
  • Conference Bridge Selection
  • Conference Bridge Selection Configuration
  • Media Resource Access Control Configuration
• Lesson 9: Implementing Conference Bridges
  • Cisco Unified Communications Manager Audio Conference Bridge
  • Cisco Unified Communications Manager Software Audio Conference Bridge
• Lesson 10: Unified Communication Manager with Cisco Meeting Server Configuration
  • Cisco Collaboration Preferred Architecture
    • Virtualization
    • Cisco Unified Communications on the Cisco Unified Computing System (UCS)
    • Cisco Business Edition 7000 (BE7000)
    • Core Applications
    • Collaboration Endpoints
  • Ad Hoc Conference with CMS
  • Configuration required on the Cisco Unified Communications Manager
  • Upload The CUCM Certificate
  • Configuring a Non-Secure SIP Trunk
  • Destination Information for the SIP Trunk
  • Creating a Conference Bridge for Cisco Meeting Server
  • CUCM Certificates for Cisco Meeting Server
  • CUCM Media Resource Groups
  • Media Resource Group Lists
  • Applying Media Resource Group Lists
  • Domain Based Routing
  • Numeric Dialing
  • Route Groups and Route Lists (1)
  • Summary
• Lesson 11: Understanding Cisco Unified Communications Manager CAR Analysis and Reporting Tool Reports
  • Cisco Unified Communications Manager CAR Tool Overview
  • Activate Cisco Unified Communications Manager CAR Services
  • CDR Service Parameters
  • Cisco Unified Communications Manager CAR Tool User Types
  • CDR and CMR Architecture
  • Cisco Unified Communications Manager CAR Tool User Overview (1)
  • Configure the Mail Parameters
• Lesson 12: Understanding Cisco Unified Communications Manager Reports
  • Cisco Unified Communications Manager CAR Tool User Overview
  • Cisco Unified Communications Manager Reports Overview
  • Cisco Unified Reporting (1)
  • Cisco Unified Reporting Status Messages and Icons
• Lesson 13: Using Troubleshooting and Monitoring Tools
  • Overview of Troubleshooting and Monitoring Tools
  • Cisco Unified Communications Manager Dialed Number Analyzer
  • Cisco Unified Communications Manager Dialed Number Analyzer Output
  • Route Plan Report
  • Cisco Unified RTMT Overview
  • Service Parameters
  • Cisco Unified RTMT System Requirements
  • Enable a User for Cisco Unified RTMT Login
  • Cisco Unified RTMT Menu (1)
  • Monitor the System with Cisco Unified RTMT
  • Performance
  • Alert Notification Configuration
  • Custom Alerts on Performance Counters
  • Cisco Unified RTMT Trace and Log Central
• Lesson 14: Understanding the Disaster Recovery System
  • Disaster Recovery System Overview
  • Disaster Recovery System Architecture
    • Disaster Recovery System Menu
  • Disaster Recovery System Components
• Back Up Cisco Unified Communications Solutions
  • Scheduler
  • Backup Status
• Restore Cisco Unified Communications Solutions
  • Restore Wizard: Type of Restore (1)
• Module Summary

Module 3: Cisco Unified Gateways

• Module Introductions
  • Topic List
• Lesson 1: Implementing PSTN Access Using MGCP Gateways
  • MGCP Gateway Implementation Overview
  • Endpoint Identifiers
  • MGCP Gateway Support in Cisco Unified Communications Manager
  • Cisco Unified Communications Manager Configuration Server
  • PRI Backhaul
  • MGCP Gateway Implementation Considerations
  • Implement an MGCP Gateway in Cisco Unified Communications Manager
  • Integrate Cisco IOS MGCP Gateways with Cisco Unified Communications Manager
  • Cisco IOS MGCP Gateway Configuration Steps
  • Cisco IOS MGCP Gateway Configuration Example
  • Configure Cisco IOS MGCP Gateway Fractional PRIs
  • Path Selection
  • Path Selection Example
  • Path Selection Configuration Elements in Cisco Unified Communications Manager
  • Route Group Functionality
  • Local Route Groups
    • Multiple Local Route Groups
    • Local Route-Group Functionality
  • Route List Configuration
  • Route Pattern Configuration Example
  • Digit Manipulation Requirements with Multiple Paths
  • Digit Manipulation Configuration Elements (1)
  • Digit Manipulation Flow Example (Outgoing Call to PSTN)
  • Digit Manipulation Flow Example (Incoming Call from PSTN)
  • Summary
• Lesson 2: Describing Cisco SIP Gateways
  • SIP Gateway Overview
    • SIP Gateway Configuration Example
  • Dial Peer Overview
    • Main Components of VoIP and POTS Dial Peers (1)
    • Inbound Dial Peer Selection
    • Inbound Dial Peer Selection Example
    • Outbound Dial Peer Selection
    • Outbound Dial Peer Selection Example
  • Main Digit Manipulation Mechanisms
  • Summary
• Lesson 3: Troubleshooting Common Gateway
  • Cisco IOS MGCP Gateway Communications
  • Cisco IOS MGCP Gateway and Endpoint
  • Cisco IOS MGCP Gateway Configuration Elements
  • Cisco IOS MGCP Gateway Registration
  • Cisco IOS MGCP Gateway Registration Issues
  • Verify Cisco IOS MGCP Gateway Status (1)
  • Cisco IOS MGCP Gateway Monitoring Commands
  • Cisco IOS MGCP Gateway Unsuccessful Registration
  • Cisco IOS SIP Trunk Communications
  • Summary
• Module Summary

Module 4: Integrating Cisco Unity Connection 12.x / 14.0

• Module Introductions
  • Topic List
• Lesson 1: Unity Connection Overview
  • Single-Site and Multisite Deployment Model
  • Cisco Unity Connection Administration (1)
    • Cisco Unity Connection Integration Options
    • Cisco Unity Connection SIP Integration
  • Create a Sip Trunk Security Profile
    • Create a Sip Trunk (1)
  • Voice Mail Pilot and Voice Mail Profile
  • Route Pattern
  • Unity Connection SIP Integration
    • Unity Connection SIP Integration – New Port Group
    • Cisco Unity Connection Integration Troubleshooting Tools (1)
    • Common Mistakes with SIP Integrations
  • Call Forward Options
  • Unity Connection Call Handlers
    • Call Handler Example
    • Caller Input
    • Caller Input Analysis (1)
    • Call Handler Templates
    • Default Call Handler Flow
    • Operator Call Handler
    • Operator Not Available
    • Goodbye Call Handler
    • Directory Handler Overview
    • Directory Handler – Search Results Behavior
    • Interview Handler
  • Cisco Unity Connection Call Routing (1)
    • Default Call-Routing Behavior
    • Direct Call Routing
    • Forwarded Call Routing
  • Cisco Unity Connection Dial Plan
  • Message Aging Policy and Mailbox Quotas
  • Message Aging Policy
  • Mailbox Quotas
  • Roles
• Lesson 2: Creating Users
  • User-Creation Options
  • Understanding Users (1)
  • Preparing to Configure Users (1)
  • Configuring Authentication Rules (1)
  • Configuring Class of Service (1)
  • Configuring Schedules and Holidays (1)
  • Cisco Unity Connection User Templates
  • Cisco Unity Connection End Users
  • Voice Mailbox
  • Configuring User Templates (1)
  • Configuring Users
    • Add a New User
    • Edit Users
    • Import End Users from Cisco Unified Communications Manager
    • Imported User
  • Import Users from LDAP
  • LDAP Directory
  • Bulk Import Users
  • Reviewing Users
  • User Features
    • User Features – Edit Password Settings (1)
    • User Features – Roles
    • User Features – MWI
  • Transfer Rules and Greetings
    • User Features – Transfer Rules
  • User Features – Message Settings
  • User Features – Caller Input
  • User Features – Edit Mailbox
  • Notification Devices (1)
  • User Features – Alternate Extensions
  • User Features – Alternate Names
• Lesson 3: Designing an Audiotext Application
  • Audiotext Application (Auto Attendant) Configuration (1)
  • Greeting Administrator (1)
  • Cisco Unity Connection Reports
    • Unity Connection – Report Configuration
    • Unity Connection – Cluster Management
  • Port Monitor Configuration
    • Port Monitor -RTMT
    • Port Monitor
  • Unified Messaging Terminology
    • Single Inbox High-Level Architecture
    • Single Inbox Functionality
    • Unified Messaging Benefits
• Module Summary

Module 5: Integrating Cisco Unified IM and Presence 12.x / 14.0

• Module Introductions
  • Topic List
• Lesson 1: Cisco Unified Communications Manager IM and Presence Service Overview
  • Cisco Unified Communications Manager IM and Presence Service Overview
  • OVA Template for Cisco Unified Communications IM and Presence
  • Cisco Unified Communications IM and Presence Cluster
  • Cisco Jabber Overview (1)
  • Service Discovery
  • Quality of Service
  • Cisco Jabber Port Usage (1)
  • Summary
• Lesson 2: Describing Cisco Unified Communications IM and Presence Components and Communication Flows
  • Cisco Jabber Information Flow in Deskphone Mode
  • Cisco Jabber Information Flow in Softphone Mode
  • Cisco Jabber in Phone-Only Mode
  • Cisco Jabber and Voicemail
  • Cisco Jabber and Conferencing
  • Integration with LDAP for Cisco Jabber
  • Cisco Jabber Login Flow
  • Access for Cisco Jabber without VPN
  • Summary
• Lesson 3: Integrating Cisco Unified Communications IM and Presence
  • Set Up Cisco Unified Communications Manager for Presence
    • Checklist for Cisco Unified Communications Manager Setup
  • Cisco Jabber UC Services
  • Implementing Cisco Unified Communications IM and Presence
    • Checklist for Cisco Unified Communications IM and Presence Setup
    • Cisco Unified Communications IM and Presence Services
  • Cisco Jabber Service Discovery
    • Service Discovery: Domain
    • Service Discovery: Operating Mode (1)
  • Cisco UDS SRV Record
    • SRV Records
    • DNS SRV Record Priorities and Weights
    • Troubleshoot DNS SRV Entries
  • Methods of Installation
  • Create a Custom Installer (1)
  • Summary
• Lesson 4: Configuring Cisco Unified Communications IM and Presence Features and Implementing Cisco Jabber
  • Cisco Jabber in Phone-Only Mode
  • Configure Cisco Jabber in Softphone Mode
  • Cisco Jabber UC Services (1)
  • Visual Voicemail Interface for Cisco Jabber
  • Cisco Jabber in Softphone Mode
  • Cisco Jabber Account Options
  • Connection Status
  • LDAP Profile Test
  • Voicemail Profile Test
  • Enable End Users and Devices for CTI
  • Cisco Jabber in Deskphone Mode
  • Summary
• Lesson 5: Implementing Jabber on CUCM
  • Configure Cisco Unified Communications Manager for Cisco Jabber
    • Step 1: Automate the Jabber Client Configuration with SRV Records
    • Step 2: Define the Cisco Unified Communications Services
    • Step 3: Create a Service Profile
    • Step 4: End-User Configuration (1)
    • Step 5: Create Cisco Unified CSF Device (1)
    • Step 6: Associate the Cisco Unified CSF Device to the End User
    • Step 7: Define a SIP Trunk
  • Configure the Cisco Unified Communications Manager IM and Presence Server
  • Choose the SIP Publish Trunk
  • Set the Presence Gateway for Cisco Unified Communications Manager
• Lesson 6: Verifying and Troubleshooting Tools for Cisco Unified Presence Components
  • System Dashboard
  • Cisco Unified IM and Presence Reporting
  • System Troubleshooter (1)
  • Cisco Jabber Connection Status
  • End User Cannot Log into Cisco Jabber
  • Trace Filter Settings
  • Summary
• Module Summary

Module 6: Cisco Unified Communications Mobile and Remote Access (MRA) 12.x / 14.0

• Module Introductions
  • Topic List
• Lesson 1: Cisco Expressway Series Deployment Options
  • Cisco Expressway
• Terminology (1)
• VCS vs Expressway
• Expressway X8.9 Local Registration Support
• Mobile and Remote Collaboration with Expressway
• Cisco Jabber Remote Access Options
• What can a Jabber client do with Expressway?
• Fixed Endpoint Support
• Expressway Firewall Traversal Basics
• Cisco Expressway Licensing
• Expressway Rich Media Session Licenses
• Lesson 2: Implementing Unified Communications Mobile and Remote Access
  • Unified Communications Mobile and Remote Access
    • Unified Communications Mobile and Remote Access Components Overview
  • Firewall Traversal
  • Firewall Port Details
• Expressway & Jabber Service Discovery
• Unified Communications Mobile and Remote Access DNS Requirements
• Unified Communications Mobile and Remote Access Certificate Requirements
• HTTPS Reverse Proxy
• Registering Cisco Jabber to Cisco Unified Communications Manager
• Unified Communications Mobile and Remote Access Prerequisites
• Unified Communications Mobile and Remote Access Configuration Procedure
• Lesson 3: Expressway Server Certificates
  • Expressway Certs and Clustering
• Expressway Certificate Signing Request (CSR)
• Cert Subject Alternative Name (SAN) requirements
• Expressway Trusted CA Certificates (1)
• Module Summary

Module 7: Cisco Emergency Responder (CER) 12.x / 14.0

• Module Introductions
  • Topic List
• Lesson 1: Cisco Emergency Responder (CER)
  • E9-1-1 defined
• Legislation and Regulation
• ANI & ALI Defined
• PS-ALI accounts
• Defining Phone Locations
• E9-1-1 for VoIP
• Using Ip Subnets
• E911 with IP Telephony- What could go wrong?
• E911 with Cisco Emergency Responder
• 911 in Enterprise – Challenges
• Preparation (One Time)
• Local Notifications (Real – Time)
• What is Cisco Emergency Responder?
• Cisco Emergency Responder 12.x
• CER Cluster
• Clustering over the WAN
• Integration with UC Manager
• Locating Phones
• Cisco ER in Operation: Endpoint Location Example
• Lesson 2: Setup Cisco Unified Communications Manager
  • Create Phone Partition for Internal Phone
    • Create Phone Partition for E911
    • Create Phone Calling Search Space
    • Create Emergency Responder Calling Search Space
    • Create Emergency CTI Route – Primary 911
    • Add a Directory Number to the Primary CTI RP911
    • Create Emergency CTI Route – Secondary 912
    • Add a Directory Number to the Secondary CTI RP912
    • Create Emergency CTI Route – ELIN 913 (The destination of all incoming calls from the PSAP)
    • Add a Directory Number to the ELN Callback
    • Create Required CTI Ports for CER to Call Security (1)
  • Create a Cisco Unified Communications Manager Group for Cisco Emergency Responder
  • ELIN Numbers Emergency Calls and PSAP Callbacks
    • Create Route Patterns for ERLs (1)
    • Create Translation Patterns for ELINs
    • Create Translation Patterns for 9.911 / 911 (1)
  • Create Emergency Responder Cisco Unified Communications Manager User
    • Cisco Emergency Responder Configuration
    • Login into Emergency Responder
  • User Management
  • Server and Server Group Configuration
  • Telephony Settings
  • Identify Cisco Unified Communications Manager Clusters
  • Work with Emergency Responder Locations
  • Add Onsite Security Personnel
  • Default ERL Creation
  • Default ALI Information
  • Configuring IP Subnet-based ERLs
  • Emergency Responder Switch Configuration
    • Set Up SNMPv2
    • Set Up SNMPv3
  • Identify LAN Switches
  • Switch Port Configuration
• Module Summary

Module 8: Unified Contact Center Express (UCCX)

• Module Introductions
  • Topic List
• Lesson 1: Unified Contact Center Express (UCCX) Architecture
  • Cisco Unified CCX Primary Functions
  • Cisco Unified CCX Operating System and Browser Support
  • Cisco Unified CCX Environment
    • Cisco Unified CCX Deployment Models
    • Cisco Unified CCX Cluster Components
  • Single Server or First Node Server Setup
  • Cisco Unified CCX Administration
  • Cisco Unified Communications Manager Configuration Page (1)
  • System Parameters (1)
  • Language Management
  • Prompt Management (1)
  • Script Management
  • Document Management
  • Grammar Management
  • Application Management (1)
  • Cisco Unified CCX Subsystems
    • Cisco Unified Communications Manager Telephony Subsystem
    • RmCm Subsystem
    • Chat and Email Subsystem
    • Outbound Subsystem
    • Database Subsystem
    • Email Subsystem
    • Cisco Media Subsystem
    • MRCP ASR Subsystem
    • MRCP TTS Subsystem
  • Administration Tools
    • Plug-ins
    • User Management (1)
    • Real-Time Reporting
  • Supervisor and User Web Pages
    • Supervisor Web Page (1)
    • User Web Page
  • Cisco Finesse Administration
    • Cisco Finesse Administration Console
  • Serviceability and Maintenance Summaries
    • Cisco Unified CCX Serviceability
    • Control Center
• Lesson 2: Introduction to Scripting
  • Cisco Unified CCX Script Editor Introduction
    • Installing the Cisco Unified CCX Script Editor
  • Knowing the Script Editor
    • Starting the Script Editor
    • Synchronize License with Cisco Unified CCX Engine
    • Cisco Unified CCX Script Editor Windows (1)
    • Script Management (1)
  • Debugging a Script
    • Understanding Debugging
    • Reactive or Non-Reactive Debugging
    • Running a Debug Session (1)
  • Cisco Unified CCX Agent
  • Cisco Unified CCX Supervisor
  • Resource Groups (1)
  • Skills (1)
  • Contact Service Queues
  • Teams
  • Finesse IP Phone Agent
    • Finesse IP Phone Agent Features
    • Finesse IP Phone Agent Interface (1)
    • Configuring Finesse IP Phone Agent (1)
  • Cisco Finesse
    • Sign in to Cisco Finesse
    • Finesse Agent Desktop (1)
    • Finesse Supervisor Desktop (1)
  • Agent Configuration (1)
  • Supervisor Configuration
  • Create Resource Groups
  • Create Skills
  • Configure Resources
  • Configure Contact Service Queues (1)
  • Configure Teams
• Lesson 3: Using Cisco Unified CCX Reports
  • Cisco Unified CCX Reporting Introduction
    • Three Types of Reports
    • Historical Reporting User Configuration
    • Abandoned Rates
    • Handled/Abandoned/Dequeued Markings
  • Cisco Unified Intelligence Center
    • Cisco Unified Intelligence Center Introduction
    • Historical Reporting Configurations (1)
  • Commonly Used Terms
  • Accessing Cisco Unified Intelligence Center
  • Reports Drawer
  • Viewing a Report (1)
  • Saving a Report
  • Editing a Template
  • CSQ Activity Report Example
• Module Summary

Module 9: Troubleshooting

• Module Introductions
  • Topic List
• Lesson 1: Overview of Troubleshooting and Monitoring Tools
  • Cisco Unified Serviceability
  • Cisco Unified Communications Manager Traces
    • Trace Configuration Options
    • Trace Configuration
  • Cisco Unified Communications Manager Dialed Number Analyzer
  • Cisco Unified Communications Manager Dialed Number Analyzer Output
  • Instructor Demo: Route Plan Report
  • Cisco Unified RTMT
    • Cisco Unified RTMT Alert Central
    • Custom Alerts on Performance Counters
    • Cisco Unified RTMT Syslog Viewer
    • Cisco Unified RTMT Trace and Log Central (1)
  • Cisco Unified RTMT Performance Monitor and Data Logging
  • Cisco Unified Communications Manager Reporting Tool
    • Cisco IOS Troubleshooting Tools
    • Sniffer Traces
• Lesson 2: Troubleshooting Common Gateway and Endpoint Registration Issues
  • Cisco IOS MGCP Gateway Communications
  • Cisco IOS MGCP Gateway and Endpoint
  • Cisco IOS MGCP Gateway Registration Issues
  • Verify Cisco IOS MGCP Gateway Status (1)
  • Cisco IOS MGCP Gateway Monitoring Commands
  • Cisco IOS H.323 Gateway and SIP Trunk Communications
• Module Summary