Module 1: Cisco Unified Messaging System Hardware and Software
This module demonstrates how to install and upgrade the Cisco Unity system
Lesson 1 Identifying Unified Messaging Server Hardware and Software
Describe the platform overlay scheme and the systems that Cisco supplies. Upon completing this lesson, you will be able to meet these objectives:
- Describe the five platform overlay levels in detail
- Describe the type of information that is contained on the Cisco Unity Supported Platforms List
Lesson 2 Describing Unified Messaging Architecture
Identify the functional areas of the Cisco unified messaging system architecture. Upon completing this lesson, you will be able to meet these objectives:
- Describe the Cisco Unity for Exchange architecture
- Describe the system software components that are used in a Cisco Unity installation
- Describe the client software components that are used in a Cisco Unity installation including Cisco Unity VMO and Cisco PCA
- Describe the hardware and software that are used by Cisco Unity systems for voice recognition
Lesson 3 Installing Cisco Unity Messaging Software
Describe the installation of Cisco Unity software. Upon completing this lesson, you will be able to meet these objectives:
- Describe the tasks that are performed before the installation, as well as the tasks that are not performed by the install disk or the platform configuration disk
- Describe how the Cisco Unity System Setup Assistant assists in the preparation of a Cisco Unity system
- Describe the functions that are performed by the Permissions wizard
- Describe the information that is needed for Cisco Unity system setup and the tasks performed
- Describe the tasks that are performed by the License File Wizard
- Describe the three Cisco Unity services that are configured by the Service Configuration Wizard
- Describe the choices for the message store that must be made using the Message Store Configuration Wizard
- Describe the functions that are performed by the Password Hardening Wizard
- Describe how Cisco UTIM integrates the Cisco Unity software with your telephone system
- Describe the Authentication SSL process
- Discuss the Cisco Unity Server Updates Wizard
- Discuss the additional resources available for a Cisco Unity installation
Lesson 4 of 4: Upgrading Cisco Unified Messaging Software
Describe the available upgrade paths and the steps that are involved in upgrading a previous version of Cisco Unity to Cisco Unity 5.0. Upon completing this lesson, you will be able to meet these objectives:
- Identify the possible upgrade paths to Cisco Unity 8.0
- Describe how to upgrade to Cisco Unity 8.0 for Microsoft Exchange from Cisco Unity 4.0 or later versions
Module 2: Unified Messaging Integrations
This module describes the integration of various Cisco unified messaging systems with particular telephone switches.
Lesson 1 Introducing Cisco Unified Messaging Integrations
Describe the attributes of an integration between a Cisco Unity system and a telephone system. Upon completing this lesson, you will be able to meet these objectives:
- Describe the three essential attributes of a communication integration between a Cisco Unity system and a telephone system
- Describe the attributes of a communication integration between a Cisco Unity system and Cisco Unified Communications Manager
- Describe how Cisco Unity messaging systems integrate with Cisco Unified Communications Manager using the Cisco Unity and Cisco Unified Communications Manager Telephony Service Provider
- Describe how a Cisco Unity system integrates with a telephone system using a Cisco Unity PIMG or TIMG
- Describe how Cisco Unity messaging systems integrate with a telephone system using SIP
- Describe how the Cisco Unity messaging system can integrate with a traditional circuit-switched PBX and with Cisco Unified Communications Manager simultaneously
- List supported telephone systems for Cisco Unity systems
- Define a messaging port and describe how it provides communication between the telephone system and the Cisco Unity system
- Describe the five settings that can be used to configure messaging ports
- Describe the guidelines for configuring the Cisco Unity ports
Lesson 2 Integrating Cisco Unity with Cisco Unified Communications Manager
Describe the programming and configuration setup necessary to integrate Cisco Unified Communications Manager with a Cisco Unity system. Upon completing this lesson, you will be able to meet these objectives:
- Describe the process for setting up voice-mail connectivity
- Describe the functions of the MWI directory numbers
- Describe the functions of the voice-mail pilot
- Describe the functions of the voice-mail profiles and how to set them
- Describe the functions and configuration of the voice-mail ports
- Describe the use of line groups with Cisco Unified Communications Manager
- Lesson 3 Integrating Cisco Unity with a PIMG or TIMG**
Describe the programming and configuration setup necessary to integrate a Cisco Unity system with PIMG and TIMG units. This includes being able to meet these objectives:
- Describe the integration of a PIMG or TIMG with a Cisco Unity system
- Illustrate the configuration of a PIMG or TIMG using the Cisco UTIM utility
Module 3: Unified Messaging Networking
This module describes the networking capabilities of a Cisco Unity system
- Lesson 1 Introducing Cisco Unity Networking
Explain key concepts important to networking in Cisco Unity systems, such as message delivery and directory replication, location objects, dialing domains, and the various types of networking offered. Upon completing this lesson, you will be able to meet these objectives:
- Define networking and interoperability in the Cisco Unity environment
- Describe digital networking in the Cisco Unity environment
- Describe cross-box login
- Describe the types of networking
- Describe the interoperability available for Cisco Unity systems
- Describe how the Cisco Unity Voice Connecter for Exchange allows an Exchange Cisco Unity solution to send and receive messages from other messaging systems
Lesson 2 Understanding Message Transfer and Directory Replication
Describe the message transfer and directory replication process. Upon completing this lesson, you will be able to meet these objectives:
- Describe the message transfer and directory replication process, specifically addressing the interactions of Cisco Unity systems with Active Directory in Windows 2003
- Describe how routing group message passing ensures that messages are delivered to the correct home server in a multiple-routing-group environment
- Describe how SQL replication works in a Cisco Unity environment
Lesson 3 Understanding Networking Subscribers
Describe the options available for adding subscribers and present a decision tree for choosing the most appropriate type of subscribers. Upon completing this lesson, you will be able to meet these objectives:
- Describe the options available for the different types of subscribers
- Describe the characteristics of an Internet subscriber
- Describe the characteristics of an AMIS subscriber
- Describe the characteristics of a VPIM subscriber
- Describe the characteristics of a bridge subscriber
- Describe the choices to be made when using Internet, AMIS, VPIM, and bridge subscribers or blind addressing
Lesson 4 Understanding Digital Networking
Describe digital networking and the components that make it up. Upon completing this lesson, you will be able to meet these objectives:
- Describe the purpose and function of location objects in digital networking
- Describe the requirements for setting up digital networking
- Describe the steps that are needed to set up digital networking
- Describe the parameters that determine how extensive a search will be
- Define the concept of dialing domains in Cisco Unity systems
Lesson 5 Understanding VPIM Networking
Describe how Cisco Unity uses VPIM networking to deliver voice, fax, and text messages over the Internet. Upon completing this lesson, you will be able to meet these objectives:
- Describe how a Cisco Unity system uses VPIM networking to deliver messages
- Describe the components and characteristics of VPIM messages
- Describe how to set up VPIM networking
- Describe the use of primary and delivery locations in VPIM networking
- Describe how the Cisco Unity Voice Connector for Exchange works in VPIM networking
- Describe how messages are addressed in a VPIM network
- Describe available options and setup procedures for VPIM subscribers
- Describe available options and procedures to migrate to VPIM from SMTP
Lesson 6 Understanding AMIS Networking
Describe how a Cisco Unity system uses the AMIS networking protocol to transfer voice messages between AMIS-compliant servers. Upon completing this lesson, you will be able to meet these objectives:
- Describe how a Cisco Unity system uses AMIS networking to deliver messages
- Describe how to set up AMIS networking
- Describe the use of primary and delivery locations in AMIS networking
- Describe how the Cisco Unity Voice Connector for Exchange works in AMIS networking
- Describe how messages are addressed in an AMIS network
- Describe available options and setup procedures for AMIS subscribers
Lesson 7 Understanding Cisco Unity Bridge Networking
Describe how a Cisco Unity system uses bridge networking to deliver messages between Cisco Unity and mail servers in an Octel network. Upon completing this lesson, you will be able to meet these objectives:
- Describe how a Cisco Unity system uses bridge networking to deliver messages
- Describe the general procedural steps for setting up bridge networking
- Describe the use of primary and delivery locations in bridge networking
- Describe how the Cisco Unity Voice Connector for Exchange works in bridge networking
- Describe how messages are transferred in a bridge network
- Describe available options and setup procedures for bridge subscribers
Module 4: Unified Communications Maintenance and Utilities
This module describes the basic tools that are provided in the Cisco Unity system for system maintenance, diagnostics, and troubleshooting.
Lesson 1 Using Cisco Unity Administration Tools*
Describe the administration tools that are located in the Cisco Unity Tools Depot. Upon completing this lesson, you will be able to meet these objectives:
- Describe how to use the GrantUnityAccess Utility
- Describe how to use the Advanced Settings tool
- Describe how to use the Migrate Subscriber Data tool
- Describe how to use the Custom Keypad Mapping utility
- Describe how to use the Bulk Subscriber Delete tool
- Describe how to use the Cisco License Viewer
- Describe how to use the Broadcast Message Manager
- Describe how to use the Port Status Monitor
- Describe how to use the Call Viewer
Lesson 2 Using Cisco Unity Audio Management Tools
Describe how to use Cisco Unity audio management tools. Upon completing this lesson, you will be able to meet these objectives:
- Describe how to use the Set Record Format utility
- Describe how to use the Set Wave Format utility
- Describe how to use the Wave Gain utility
- Describe how to use the Codec Checker
- Describe how to use the AudioStat utility
Lesson 3 Using Cisco Unity Diagnostic Tools
Describe how to use the Cisco Unity diagnostic tools. Upon completing this lesson, you will be able to meet these objectives:
- Describe how to use the db Walker utility
- Describe how to use the diagnostic traces available
- Describe the SysCheck utility
- Describe the Cisco Unity Performance Information and Diagnostics utility
- Describe the Directory Access Diagnostics tool
- Describe the Cisco Unity Diagnostic Viewer
- Describe the EMS
Lesson 4 Understanding Disaster Recovery and Cisco Unity
Explain the disaster recovery capabilities of a Cisco Unity system and describe the recommended data backup and restore procedures. Upon completing this lesson, you learner will be able to meet these objectives:
- Provide an overview of the disaster recovery process
- Describe supported disaster recovery situations
- Describe which data is saved in a disaster recovery backup
- Describe the data that is not backed up during the disaster recovery backup process
- Describe the backup procedure
- Describe the two-hop SQL backup method
- Describe how to schedule backups
- Give an overview of the restore procedure
- Describe the remapping of subscriber alias strings
- Describe issues to consider when restoring
- Describe the permissions that are needed when restoring
Lesson 5 Providing Redundancy by Implementing Failover in Cisco Unity
Explain the failover capabilities of a Cisco Unity system and describe how to implement failover for a given site. Upon completing this lesson, you will be able to meet these objectives:
- Describe how Cisco Unity servers are arranged to provide failover support in the most commonly occurring configurations
- Show how a circuit-switched telephone system is connected to both the primary and secondary Cisco Unity servers in a failover configuration
- Describe how Cisco Unity servers share information and monitor one another so that failover can happen smoothly when required
- Describe the guidelines that must be used in implementing a Cisco Unity failover solution
- Describe the process of configuring failover on the primary and secondary Cisco Unity servers
- Describe how the standby redundancy feature uses failover functionality to provide duplicate Cisco Unity servers for disaster recovery
- Describe tasks that must be done to monitor and maintain the Cisco Unity failover feature effectively
- Describe the procedures for backup and restoration of systems that are configured for failover
Course Outline for AUM
Module 1: Cisco Unified Messaging Overview
Describe the Cisco Unified Communications system.
Lesson 1: Introducing Cisco Unity
Identify the components of the Cisco Unity system and describe how information flows among them. Upon completing this lesson, you will be able to meet these objectives:
- Describe the purpose and function of Cisco Unity
- Describe how an outside caller interacts with Cisco Unity
- Describe how a subscriber interacts with Cisco Unity
Lesson 2: Understanding Unified Messaging Integrations
Describe the Cisco Unity integration process and its minimal integration features, integration methods, and supported systems. Upon completing this lesson, you will be able to meet these objectives:
- Describe how information is sent between a phone system and Cisco Unity
- Describe the features that constitute Cisco Unity integration
- Describe the different methods of integrating Cisco Unity into a telephone system
- List systems qualified to integrate with Cisco Unity
Lesson 3: Understanding Cisco Unity Standard System Features
Identify the Cisco Unity standard and optional system features. Upon completing this lesson, you will be able to meet these objectives:
- Describe the function of the Cisco Unity System Preparation Assistant feature
- Describe the function of the Cisco Unity Installation and Configuration Assistant
- Describe the function of the Cisco Unity Post Installation Update Wizard
- Describe the function of Cisco Unity system broadcast messages
- Describe the function of the alternate TUI key mapping feature
- Describe the function of the Cisco UMR
- Describe the function of the RSA enhanced phone security feature
- Describe the function of the digital Networking feature
- Describe the system enhancements that are available with Cisco Unity
- Describe the dropped call recovery features that are available with Cisco Unity
- Describe the message monitoring and remote message monitoring features
- Describe the security features available with Cisco Unity
- Describe Cisco Unity support for Microsoft Exchange 2007
Lesson 4: Understanding Cisco Unity Standard User Features
Identify the Cisco Unity standard user features. Upon completing this lesson, you will be able to meet these objectives:
- Describe the function of the voice-mail feature
- Describe the function of the auto-attendant feature
- Describe the function of the audiotext application feature
- Describe the function of the system administration feature
- Describe the function of the message locator by name feature
- Describe the Phone View feature
- Describe the function of the live reply feature
- Describe the Cisco PCA Unity Assistant
- Describe the Cisco Unity Greeting Administrator feature
- Describe the function of the multiple directory handlers feature
- Describe the other features that are available in Cisco Unity
Lesson 5: Understanding Cisco Unity Optional Features
Identify the optional features of a Cisco Unity system. Upon completing this lesson, you will be able to meet these objectives:
- Describe the Cisco PCA Unity Inbox feature
- Describe the function of the unified messaging feature
- Describe the available localized versions
- Describe the function of the TTS feature
- Describe the function of the Novell GroupWise Connector feature
- Describe the function of the integrated faxing feature
- Describe the function of the AMIS networking feature
- Describe the function of the VPIM feature
- Describe the function of the bridge networking feature
Module 2: Cisco Unified Messaging General Setup
Describe how to use a Cisco Unity subscriber account and the Cisco Unity Administrator tool, and discuss how to configure a Cisco Unity system using best practices.
Lesson 1: Using Cisco Unity
Describe how to manage Cisco Unity subscriber accounts over the telephone and explain how to use the desktop tools. Upon completing this lesson, you will be able to meet these objectives:
- Describe how Cisco Unity manages calls
- Explain how to use the Cisco Unity VMO
- Explain how subscribers use the Cisco Unity Assistant to manage their voice-mail accounts
- Describe how subscribers use the Cisco Unity Inbox to manage their voice-mail messages
Lesson 2: Using the Cisco Unity Administrator
Demonstrate how to configure a Cisco Unity system with the Cisco Unity system administration tool. Upon completing this lesson, you will be able to meet these objectives:
- Describe the basic layout of the Cisco Unity Administrator
- Describe the Cisco Unity Administrator navigation bar
- Describe the Cisco Unity administration security features
- Describe the Cisco Unity on-screen Help features
- Describe how the Cisco Unity Media Master is used to record and play back voice
- Describe the basics of Cisco Unity voice processing
Lesson 3: Setting Up Cisco Unity
Organize Cisco Unity system configuration tasks in the correct order according to best practices. Upon completing this lesson, you will be able to meet these objectives:
- List the tasks that must be performed to set up a Cisco Unity system
- Describe the categories and settings that must be configured on a Cisco Unity system
- Describe how to configure system schedules in Cisco Unity
- Describe how to verify licensing information
- Explain the concept of a communications port and its use in Cisco Unity
- Describe the settings available for ports on a Cisco Unity system
- Describe how to customize the opening greeting
- Describe the default directory call handler configuration
- Describe the operator call handler configuration
The lesson includes this activity:
- Lab Exercise 2-1: Setting Up Cisco Unity
Module 3: Cisco Unified Messaging Subscriber Configuration
Configure the system to add subscribers and handle calls correctly for the stated scenarios.
Lesson 1: Configuring Global Subscriber Settings
Describe the tasks necessary to prepare for adding subscribers to a Cisco Unity system. Upon completing this lesson, you will be able to meet these objectives:
- Describe global subscriber settings in Cisco Unity
- Describe account policy and explain how it applies to the security of the application
- Describe how Cisco Unity CoS is used to grant system access privileges and to control licensing
- Describe distribution lists
- Describe subscriber templates
- Explain why the Example Administrator account is sometimes removed and what precautions must be taken when removing it
- Identify the order of the tasks that need to be accomplished before adding subscribers
The lesson includes this activity:
- Lab Exercise 3-1: Preparing to Add Subscribers
Lesson 2: Configuring Subscriber Accounts and Settings
Choose the correct actions for adding, deleting, or changing individual subscriber accounts. Upon completing this lesson, you will be able to meet these objectives:
- Describe the differences between subscriber accounts and subscriber templates
- Identify features available to individual subscribers in addition to their subscriber template settings
- Describe private lists and their use
- Describe alternate extensions and their use
- Describe the message notification process
- Describe the VUI alternate names feature
- Describe the default Cisco Unity accounts and their use
- Describe the different types of Cisco Unity subscribers
- Describe how to add subscribers
- Describe how to delete subscribers
- Describe how to delete account information from the Microsoft Exchange Server
The lesson includes this activity:
- Lab Exercise 3-2: Working with Subscribers
Lesson 3: Using Call Handlers and Interview Handlers
Build a call handler that performs various tasks. Upon completing this lesson, you will be able to meet these objectives:
- Define a call handler
- Describe how to use and customize the default call handlers
- Describe how to redefine message recipients in the operator mailbox
- Describe how to use call handler settings
- Describe how to use the interview handler
- Describe how to make a call handler plan
- Describe how to use call routing rules
- Describe how to use restriction tables
The lesson includes these activities:
- Lab Exercise 3-3: Creating an Audiotext Application
- Lab Exercise 3-4: Configuring Emergency Dial-Outs
- Lab Exercise 3-5: Using the Cisco Unity Message Monitor
Module 4: Cisco Unified System Monitoring and Maintenance
Describe and perform the typical tasks necessary to maintain and monitor a Cisco Unity system.
Lesson 1: Monitoring a Cisco Unified Messaging System
Describe the use of Cisco Unity monitoring tools that show current, real-time system activity and information. Upon completing this lesson, you will be able to meet these objectives:
- Describe Cisco Unity Real-Time Monitoring Tools
- Determine when to use reports and when to use the Real-Time Monitoring Tools
- Describe the Call Viewer
- Describe the Status Monitor
- Describe the Port Status Monitor
The lesson includes this activity:
- Lab Exercise 4-1: Performing Cisco Unity System Monitoring and Maintenance
Lesson 2: Maintaining a Cisco Unified Messaging System
Describe the tasks and tools that are used to maintain a Cisco Unity server. Upon completing this lesson, you will be able to meet these objectives:
- Describe the tasks and the tools that are used to maintain a Cisco Unity Server
- Describe how to use the Cisco Unity Disaster Recovery Tool
- Describe how to use the db Walker utility
- Describe how to use the Audiotext Manager
- Describe how to use the Broadcast Message Manager
- Describe how to use the Bulk Edit utility
- Describe how to use the Bulk Import wizard
- Describe how to use the Global Subscriber Manager
Lesson 3: Managing Cisco Unified Messaging System Reporting
Identify which report provides the necessary information for a given reporting situation. Upon completing this lesson, you will be able to meet these objectives:
- Explain the two types of historical data: snapshot and over time
- Determine when to use reports and when to use the Real-Time Monitoring Tools
- Describe the report features that apply generally to all reports
- Describe the use of Cisco Unity subscriber reports
- Describe the use of Cisco Unity system reports
- Describe the use of the Port Usage Analyzer
- Describe how to gather Cisco Unity System Information
- Describe the use of the Subscriber Information Dump utility
Lab Exercises For IUM
- Lab Exercise 1-1: Installing Cisco Unified Messaging Software (Exchange)
- Lab Exercise 3-1: Configuring Digital Networking
- Lab Exercise 3-2: Configuring Touch-Tone Transferring and Cross-Box Login Between Cisco Unity Servers
- Lab TS-1: Trouble Ticket 1
- Lab TS-1: Trouble Ticket 2
- Lab TS-1: Trouble Ticket 3
- Lab TS-1: Trouble Ticket 4
- Lab TS-1: Trouble Ticket 5
Lab Exercises For AUM
- Lab Exercise 2-1: Setting up Cisco Unity
- Lab Exercise 3-1: Preparing to Add Subscribers
- Lab Exercise 3-2: Working with Subscribers
- Lab Exercise 3-3: Creating an Audiotext Application
- Lab Exercise 3-4: Configuring Emergency Dial-Outs
- Lab Exercise 3-5: Using the Cisco Unity Message Monitor
- Lab Exercise 4-1: Performing Cisco Unity System Monitoring and Maintenance