&> Introduction xxiii Part I Voice Perspectives Chapter 1 Traditional Voice Versus Unified Voice 3 "Do I Know This Already?" Quiz 3Analog Connections 6Digital Connections 9 Moving from Analog to Digital 9 Channel Associated Signaling 11 Common Channel Signaling 12Understanding the PSTN 12 Components of the PSTN 12 Understanding PBX and Key Systems 13 Connections To and Within the PSTN 14 PSTN Numbering Plans 15The Emergence of VoIP 16 VoIP: Why It Is a Big Deal for Businesses 16 The Process of Converting Voice to Packets 17 The Role of Digital Signal Processors 21 Understanding RTP and RTCP 23Review All the Key Topics 25 Complete the Tables from Memory 25Definitions of Key Terms 26 Chapter 2 Understanding the Components of Cisco Unified Communications 29 "Do I Know This Already?" Quiz 29 Unified Collaboration 32Understanding Cisco Unified Communications Manager Express 33 CME Key Features 34 CME Interaction with Cisco IP Phones 35Understanding Cisco Unified Communications Manager 37 CUCM Key Features 37 CUCM Database Replication and Interacting with Cisco IP Phones 38Understanding Cisco Unity Connection 41 Cisco Unity Connection Key Features 42 Cisco Unity Connection and CUCM Interaction 43Understanding Cisco Unified CM IM and Presence 44 Cisco Jabber 45Understanding Video Communication Server and TelePresence Management Suite 46 Cisco VCS Control and VCS Expressway 46 TelePresence Management Suite 47Review All the Key Topics 48 Complete the Tables from Memory 48Definitions of Key Terms 49 Chapter 3 Understanding Cisco IP Phones 51 "Do I Know This Already?" Quiz 51Connecting and Powering Cisco IP Phones 54 Cisco Catalyst Switch PoE 56 Powering the IP Phone Using a Power Patch Panel or Coupler 56 Powering the IP Phone with a Power Brick 57VLAN Concepts and Configuration 57 VLAN Review 57 VLAN Trunking/Tagging 58 Understanding Voice VLANs 60 VLAN Configuration 61Understanding the Cisco IP Phone Boot Process 63Configuring a Router-Based DHCP Server 64Setting the Clock of a Cisco Device with NTP 65IP Phone Registration 67Quality of Service 68 Understanding the Enemy 69 Requirements for Voice, Video, and Data Traffic 70 Network Requirements for Voice and Video 70 Network Requirements for Data 70 QoS Mechanisms 71 Link Efficiency Mechanisms 72 Queuing Algorithms 73 Applying QoS 74 Using Cisco AutoQoS 74Review All the Key Topics 82 Complete the Tables from Memory 82Definitions of Key Terms 83 Part II Cisco Unified Communications Manager Express Chapter 4 Getting Familiar with CME Administration 85 "Do I Know This Already?" Quiz 85Preparing the CME Router for Cisco Configuration Professional 88Managing CME Using CCP 89 CME Integrated GUI 89 Cisco Configuration Professional 90Review All the Key Topics 94 Complete the Tables from Memory 94 Chapter 5 Managing Endpoints and End Users in CME 97 "Do I Know This Already?" Quiz 97Describe End Users in CME 100 User Access Levels in CME 100 Creating Users in CME 100 Creating Users with the CME GUI 101 Enabling the CME Built-In GUI 101 Using the CME Built-In GUI to Create the Customer Admin 103Create or Modify End Users and Endpoints in CME Using the CCP GUI 105 General Capabilities of CCP 105 CCP Unified Communications Configuration 106 Implementing End Users and Endpoints in CME 107Review All Key Topics 111 Complete the Tables from Memory 111Define Key Terms 111 Chapter 6 Understanding the CME Dial Plan 113 "Do I Know This Already?" Quiz 113Configuring Physical Voice Port Characteristics 116 Configuring Analog Voice Ports 116 FXS Ports 116 FXO Ports 119 Configuring Digital Voice Ports 120Understanding and Configuring Dial Peers 125 Voice Call Legs 126 Configuring POTS Dial Peers 127 Configuring VoIP Dial Peers 131 Using Dial Peer Wildcards 133 Private Line Automatic Ringdown 136Understanding Router Call Processing and Digit Manipulation 137 Matching Inbound and Outbound Dial Peers 139 Using Digit Manipulation 142 Practical Scenario 1: PSTN Failover Using the prefix Command 143 Practical Scenario 2: Directing Operator Calls to the Receptionist 145 Practical Scenario 3: Specific POTS Lines for Emergency Calls 146 Practical Scenario 4: Using Translation Profiles 148 Using CCP to Configure a CME Dial Plan 151Understanding and Implementing CME Class of Restriction 153Using CCP to Implement COR 159Review All the Key Topics 162Definitions of Key Terms 163 Chapter 7 Enabling Telephony Features with CME 165 "Do I Know This Already?" Quiz 165Configuring a Voice Network Directory 168Configuring Call Forwarding 172 Forwarding Calls from the IP Phone 172 Forwarding Calls from the CLI 172 Using the call-forward pattern Command to Support H.450.3 173 Configuring Call Transfer 175Configuring Call Park 177Configuring Call Pickup 182Configuring Intercom 184Configuring Paging 187Configuring After-Hours Call Blocking 191Configuring CDRs and Call Accounting 194Configuring Music on Hold 198Configuring Single Number Reach 199Configuring Ephone Hunt Groups 201 Final Forwarding Options for Hunt Groups 202Configuring Night Service Using CCP 203Configuring Shared Ephone-dn Using CCP 206Describe Extension Mobility in CME 207Review All the Key Topics 208Definitions of Key Terms 208 Part III Cisco Unified Communications Manager Chapter 8 Administrator and End-User Interfaces 211 "Do I Know This Already?" Quiz 211Describe the CUCM Administration Interfaces 214 Cisco Unified Communications Manager Administration Interface 214 Cisco Unified Serviceability Administration Interface 215 Cisco Unified Operating System Administration Interface 217 Disaster Recovery System Interface 218 Cisco Unified Reporting Interface 218 CLI 218 User Management in CUCM: Roles and Access Control Groups 219 Roles 219 Access Control Groups 220 Describe the CUC Administration Interfaces 221 Cisco Unity Connection Administration 222 Cisco Unity Connection Serviceability 224 Describe the Cisco Unified CM IM and Presence Server Administration Interfaces 224 Cisco CM-IM and Presence Administration Interface 224 Cisco Unified IM and Presence Serviceability 225Describe the End-User Interface for CUCM 226Review All the Key Topics 228Definitions of Key Terms 228 Chapter 9 Managing Endpoints and End Users in CUCM 231 "Do I Know This Already?" Quiz 231Implementing IP Phones in CUCM 234 Special Functions and Services Used by IP Phones 234 NTP 234 CDP 235 DHCP 235 PoE 235 TFTP 235 DNS 235 IP Phone Registration Process 236 SIP Phone Registration Process 236 Preparing CUCM to Support Phones 237 Service Activation 237 DHCP Server Configuration 237 Configuring DHCP in Router IOS 239 IP Phone Configuration Requirements in CUCM 240 Device Pool 240 Device Defaults 242 Softkey Template and Phone Button Template 242 Profiles 242 Adding Phones in CUCM 243 Manual Configuration of IP Phones 243 Auto-Registration of IP Phones 247 Bulk Administration Tool 250 Auto Register Phone Tool 251 Self-Provisioning 252Describe End Users in CUCM 252 End Users Versus Application Users 252 Credential Policy 253 Features Interacting with User Accounts 253 User Locale 254 Device Association 254Implementing End Users in CUCM 255 Manual Entry 255 Bulk Import Using BAT 256 LDAP Integration 256 LDAP Synchronization 256 LDAP Authentication 257 LDAP Integration Considerations 257 LDAP Sync Agreements 259 LDAP Sync Mechanism 260 LDAP Custom Filters 260 Configure LDAP Sync 260 Activate DirSync 260 Configure the LDAP System 260 Configure the LDAP Directory 261 Verify LDAP Sync 262 Configuring LDAP Authentication 262 Verify LDAP Authentication 263 Create LDAP Custom Filters 263Review All the Key Topics 264Definitions of Key Terms 264 Chapter 10 Understanding CUCM Dial Plan Elements and Interactions 267 "Do I Know This Already?" Quiz 267CUCM Call Flows 270 Call Flow in CUCM If DNS Is Used 270 Call Flow in CUCM If DNS Is Not Used 271 Centralized Remote Branch Call Flow 273 Centralized Deployment PSTN Backup Call Flow 274 Centralized Deployment Considerations and Limitations 275 PSTN Backup Using CAC 275 Distributed Deployment Call Flow 276 Call Routing Sources in CUCM 277 Call Routing Destinations in CUCM 277 Call Routing Configuration Elements 278 Route Pattern 278 Route List 279 Route Group 279 Gateways and Trunks 280 Call Routing Behavior 280 Digit Analysis 280 Hunt Groups 281 Class of Control 282 Partition 282 Calling Search Space 282 Interaction of Partitions and Calling Search Spaces 282 Line Device Configuration 283Review All the Key Topics 284Definitions of Key Terms 284 Chapter 11 Enabling Telephony and Mobility Features with CUCM 287 "Do I Know This Already?" Quiz 287Describe Extension Mobility in CUCM 290Enable EM in CUCM 291Describe Telephony Features in CUCM 298 Call Coverage 298 Call Forward 298 Shared Lines 299 Barge and Privacy 299 Call Pickup 300 Call Hunting 300 Call Park 301 Intercom 301 CUCM Native Presence 301 Presence Architecture 302Enable Telephony Features in CUCM 303 Enabling Call Coverage 303 Configuring Shared Lines 303 Configuring Barge 304 Configuring Call Pickup 305 Configuring Call Park and Directed Call Park 308 Configuring Call Hunting 310 Configuring Intercom Features 313 Configure CUCM Native Presence 315 Configuring BLF Speed Dials 315 Configuring Presence-Enabled Call Lists 316 Configuring Custom Presence Groups 317Review All the Key Topics 321Definitions of Key Terms 321 Chapter 12 Enabling Mobility Features in CUCM 323 "Do I Know This Already?" Quiz 323Understanding CUCM Mobility Features 326 Describe Mobile Connect 326 Unified Mobility Architecture 327 Access Lists 327 Time-of-Day Access 327 Mobile Voice Access 328Implementing Mobility Features in CUCM 328 Configuring Mobile Connect 329 Step 1: Configure Softkey Templates 329 Step 2: Configure User Accounts for Mobility 329 Step 3: Configure the IP Phone to Support Mobility Features 331.