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
Affordability 418
Manageability 418
Complete 419
Components of the Smart Business Communications System 419
UC500 Series for Small Business 420
Catalyst Express Family of SBCS Switches 424
The Cisco Mobility Express System 426
Common Deployment Scenarios 427
SBCS Network Design Planning 427
Deploying the SBCS Suite for Eight Users 428
Deploying the SBCS Suite for Up to 16 Users 428
Deploying the SBCS Suite for Up to 48 Users 429
Deploying the SBCS Suite as a WAN Branch Office 430
Exam Preparation Tasks 432
Review All the Key Topics 432
Complete the Tables and Lists from Memory 432
Definitions of Key Terms 432
Chapter 12 Configuring and Maintaining the UC500 Series for Voice 435
Do I Know This Already? Quiz 435
Foundation Topics 439
Preconfigured Data, Security, and VPN Templates 439
Preconfigured Basic Voice Platform 440
Cisco Configuration Assistant 440
Obtaining and Installing the CCA Software 441
Preparing CCA for System Management 442
Understanding the CCA Interface 447
Configuring the UC520 for Voice 451
CCA Telephony Smart Assist Features 451
SIP Trunking on the UC520 461
Using CCA for System Maintenance and Troubleshooting 463
System Maintenance with the CCA Tool 463
Network Troubleshooting with the CCA Tool 464
Exam Preparation Tasks 466
Review All the Key Topics 466
Definitions of Key Terms 466
Chapter 13 Final Preparation 469
Tools for Final Preparation 469
Exam Engine and Questions on the CD-ROM 469
The Cisco Learning Network 471
Study Plan 472
Recall the Facts 472
Practice Configurations 472
Build Troubleshooting Skills Using Scenarios 473
Use the Exam Engine 473
Part VI Appendixes 477
Appendix A Answers to the Do I Know This Already?
Quizzes and Q&A Sections 479
Appendix B CCNA Voice Exam Updates: Version 1.0 487
Appendix C Memory Tables 491
Appendix D Memory Tables Answer Key 501
Glossary 513
