Administering Cisco Unified Communications 12.X/14

This is a 5-day hands-on one of a kind Cisco UC in-depth course takes student from initial endpoint configuration to a full solution deployment using all of the Cisco UC Components. Students will have extensive labs in which they will Administer and troubleshoot a Cisco 12.x / 14.0 UC Deployment.

Days : 5
Price :

This product is currently out of stock and unavailable.

Description

Who should attend

  • Network Video Engineer
  • Voice/UC/Collaboration/Communications Engineer
  • Collaboration Tools Engineer
  • Collaboration Sales/Systems Engineer

Prerequisites

  • An understanding of IP networking concepts (CCNA-level)
  • An understanding of traditional digital PBX systems
  • An understanding of basic telephony concepts
  • Business-level competence using the Windows operating system
  • Business-level competence using different Internet browsers

Course Objectives

Upon completing this course, the student will be able to meet these objectives:

  • Introduction to Voice Gateways
  • VoIP Call Legs
  • Dial Plan Implementation
  • Configuring Cisco Unified Communication Manager 12.5
  • Deploying Cisco VCUBE
  • Cisco Unified Border Element Implementation
  • Cisco Unified Border Element High Availability
  • Cisco Unified Border Element Security
  • Cisco Unified Border Element Monitoring and Troubleshooting

Outline: Administering Cisco Unified Communications 12.X/14 (ACUCC)

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