Part I Voice Perspectives 3 Chapter 1 Perspectives on Voice Before Convergence 5 "Do I Know This Already?" Quiz 5 Foundation Topics 8 Where It All Began: Analog Connections 8 Loop Start and Ground Start Signaling 9 Supervisory Signaling 11 Informational Signaling 11 Address Signaling 12 The Evolution: Digital Connections 12 Converting Analog to Digital Signals 13 Sending Multiple Calls over a Single Line 16 Understanding the PSTN 21 The Pieces of the PSTN 21 Understanding PBX and Key Systems 22 Connections to and Between the PSTN 23 PSTN Numbering Plans 25 Exam Preparation Tasks 27 Review All the Key Topics 27 Definitions of Key Terms 27 Chapter 2 Perspectives on Voice After Convergence 31 "Do I Know This Already?" Quiz 31 Foundation Topics 34 VoIP: Why It Is a Big Deal for Businesses 34 The Cisco VoIP Structure 35 Infrastructure Layer 36 Call Processing Layer 36 Applications Layer 40 Endpoints Layer 44 Exam Preparation Tasks 52 Review All the Key Topics 52 Definitions of Key Terms 52 References Used in This Chapter 53 Part II Unified Voice Using Call Manager Express 55 Chapter 3 Connecting IP Phones to the LAN Infrastructure 57 "Do I Know This Already?" Quiz 57 Foundation Topics 61 Connecting and Powering Cisco IP Phones 61 Cisco Catalyst Switch PoE 61 Powering the IP Phone Using a Power Patch Panel or Coupler 67 Powering the IP Phone with a Power Brick 67 VLAN Concepts and Configuration 68 VLAN Concepts 68 VLAN Configuration 75 Understanding Cisco IP Phone Boot Process 92 Configuring a Router-Based DHCP Server 92 Setting the Clock of a Cisco Device with NTP 94 Exam Preparation Tasks 98 Review All the Key Topics 98 Definitions of Key Terms 99 Chapter 4 Installing Cisco Unified Communications Manager Express 101 "Do I Know This Already?" Quiz 101 Foundation Topics 105 Cisco Unified Communications Manager Express Overview 105 Licensing and Models for Cisco Unified CME 112 PBX Model 113 Keyswitch Model 113 Hybrid Model 114 Installing Unified CME on a Cisco Router 115 Configuring the Cisco Unified CME Router as a TFTP Server 118 Configuring the Cisco Unified CME System-Level Functions 121 Maximum Phones and Directory Numbers 121 Firmware Load Files 122 Source IP Address Information 125 Generated Configuration Files 126 Exam Preparation Tasks 130 Review All the Key Topics 130 Complete the Tables and Lists from Memory 131 Definitions of Key Terms 131 Chapter 5 Basic CME IP Phone Configuration 133 "Do I Know This Already?" Quiz 133 Foundation Topics 137 Ensuring the Foundation 137 Voice VLAN 138 DHCP Services 139 TFTP Services 140 Ephone and Ephone-DN-The Keys to Ringing Phones 141 Understanding and Configuring Ephone-DNs 141 Understanding and Configuring Ephones 143 Associating Ephones and Ephone-DNs 144 Working with Shared-Line and Overlay Options 148 Troubleshooting IP Phone Registration 156 Supporting Auto-Registration and Auto-Assignment of IP Phones 162 Additional IP Phone Configuration Parameters 165 Rebooting IP Phones 165 Phone Language Settings 167 Date and Time Format 170 System Message 170 Exam Preparation Tasks 172 Review All the Key Topics 172 Complete the Tables and Lists from Memory 173 Definitions of Key Terms 173 Chapter 6 Configuring Cisco Unified CME Voice Productivity Features 175 "Do I Know This Already?" Quiz 175 Foundation Topics 179 Configuring a Voice Network Directory 179 Configuring Call Forwarding 182 Forwarding Calls from the IP Phone 182 Forwarding Calls from the CLI 182 Using the call-forward pattern Command to Support H.450.3 183 Configuring Call Transfer 185 Configuring Call Park 187 Configuring Call Pickup 190 Configuring Intercom 192 Configuring Paging 194 Configuring After-Hours Call Blocking 196 Configuring CDRs and Call Accounting 200 Configuring Music on Hold 203 Enabling the CME GUI 204 Exam Preparation Tasks 209 Review All the Key Topics 209 Definitions of Key Terms 210 Part III Connecting via Gateways and Trunks 213 Chapter 7 Gateway and Trunk Concepts 215 "Do I Know This Already?" Quiz 215 Foundation Topics 218 The Process of Converting Voice to Packets 218 Choosing a Voice Codec 221 Calculating Codec Bandwidth Requirements 222 The Role of Digital Signal Processors 226 Understanding RTP and RTCP 227 Internet Low Bitrate Codec: One Codec to Rule Them All 229 Trunking CME to the PSTN 230 Understanding Analog Connections 230 Understanding Digital Connections 231 Trunking CME to Other VoIP Systems 231 H.323 233 SIP 235 MGCP 237 SCCP 239 Understanding Internet Telephony Service Providers 240 Exam Preparation Tasks 241 Review All the Key Topics 241 Complete the Tables and Lists from Memory 242 Definitions of Key Terms 242 Chapter 8 Configuring and Verifying Gateways and Trunks 245 "Do I Know This Already?" Quiz 245 Foundation Topics 249 Configuring Physical Voice Port Characteristics 249 Configuring Analog Voice Ports 249 Configuring Digital Voice Ports 253 Understanding and Configuring Dial Peers 258 Voice Call Legs 260 Configuring POTS Dial Peers 261 Configuring VoIP Dial Peers 265 Using Dial-Peer Wildcards 267 Private Line Automatic Ringdown 270 Understanding Router Call Processing and Digit Manipulation 272 Matching Inbound and Outbound Dial Peers 273 Using Digit Manipulation 277 Quality of Service 288 Understanding the Enemy 288 Requirements for Voice, Video, and Data Traffic 289 Using Cisco AutoQoS 291 Exam Preparation Tasks 300 Review All the Key Topics 300 Complete the Tables and Lists from Memory 301 Definitions of Key Terms 301 Part IV Voice Mail with Cisco Unity Express 303 Chapter 9 Cisco Unity Express Concepts 305 "Do I Know This Already?" Quiz 305 Foundation Topics 309 What Is Cisco Unity Express? 309 Where Does Cisco Unity Express Fit? 309 Hardware Flavors of Cisco Unity Express 310 Cisco Unity Express Software 313 Cisco Unity Express Licensing 317 Cisco Unity Express to IP PBX Integrations 320 Features and Functions of Cisco Unity Express Voice Mail 321 Users and Groups 321 Subscriber Mailbox Versus General Delivery Mailbox 322 Mailbox Subscriber Features 323 Mailbox Caller Features 333 VoiceView Express 334 Integrated Messaging 334 Voice Profile for Internet Mail 335 Features and Functions of Cisco Unity Express Auto Attendant 335 Cisco Unity Express Automated Attendant 336 Cisco Unity Express Custom Scripting 340 Cisco Unity Express Management 341 Administrator Management 341 Subscriber Management 346 Record Message Options for the Caller 352 Exam Preparation Tasks 353 Review All the Key Topics 353 Complete the Tables and Lists from Memory 353 Definitions of Key Terms 354 Chapter 10 Cisco Unity Express Configuration 357 "Do I Know This Already?" Quiz 357 Foundation Topics 361 Cisco Unity Express Installation and Upgrade 361 Installing the Cisco Unity Express Module 361 Installing and Upgrading the Cisco Unity Express Software 364 Adding and Verifying Cisco Unity Express Licenses 370 Cisco Unity Express Configuration 374 Cisco Unity Express Post-Installation Configuration 374 Configuring Cisco Unified CME to Support Cisco Unity Express 378 Cisco Unity Express GUI 384 Cisco Unity Express Troubleshooting 393 Compatibility 393 Cisco Unity Express Configuration 394 IP Connectivity 394 Call Routing 395 MWI 397 Cisco Unity Express Trace Files 398 Restoring Cisco Unity Express to the Factory Defaults 403 Exam Preparation Tasks 404 Review All the Key Topics 404 Complete the Tables and Lists from Memory 405 Definitions of Key Terms 405 Part V The Smart Business Communications System Suite 407 Chapter 11 Introducing the Smart Business Communications System 409 "Do I Know This Already?" Quiz 409 Foundation Topics 413 Unified Communications and the Smart Business Communications System 413 Simplicity 416 Affordabili.