Course Overview

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.

Participants will gain in-depth practical knowledge with exercises on administering and troubleshooting of all Cisco UC Components.

The software applications that are covered in this course include:

Cisco Unified Communications Manager (CUCM) 12.x / 14.0
Cisco Unified Communications Manager IM and Presence (IMP) 12.x / 14.0
Cisco Unity Connection 12.x / 14.0
Cisco Emergency Responder 12.x / 14.0
Cisco Paging Server 12.x / 14.0
Cisco Expressway (MRA) 12.x / 14.0
Cisco Unified Contact Center Express (UCCX) 12.x / 14.0
Cisco Meeting Server (CMS)

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

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