CCNA Voice 640-461 Official Cert Guide

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Trust the best selling Official Cert Guide series from Cisco Press to help you learn, prepare, and practice for exam success. They are built with the objective of providing assessment, review, and practice to help ensure you are fully prepared for your certification exam.

CCNA Voice 640-461 Official Cert Guide presents you with an organized test preparation routine through the use of proven series elements and techniques. “Do I Know This Already?” quizzes open each chapter and enable you to decide how much time you need to spend on each section. Exam topic lists make referencing easy. Chapter-ending Exam Preparation Tasks help you drill on key concepts you must know thoroughly.

  • Master Cisco CCNA Voice 640-461 exam topics
  • Assess your knowledge with chapter-opening quizzes
  • Review key concepts with exam preparation tasks
  • Practice with200+ realistic exam questions on the CD-ROM

CCNA Voice 640-461 Official Cert Guide focuses specifically on the objectives for the CCNA Voice ICOMM exam. Senior voice consultants and trainers Jeremy Cioara and Michael Valentine share preparation hints and test-taking tips, helping you identify areas of weakness and improve both your conceptual knowledge and hands-on skills. Material is presented in a concise manner, focusing on increasing your understanding and retention of exam topics.

The companion CD-ROM contains a powerful Pearson IT Certification Practice Test engine that enables you to focus on individual topic areas or take a complete, timed exam. The assessment engine also tracks your performance and provides feedback on a module-by-module basis, laying out a complete assessment of your knowledge to help you focus your study where it is needed most.

Well-regarded for its level of detail, assessment features, comprehensive design scenarios, and challenging review questions and exercises, this official study guide helps you master the concepts and techniques that will enable you to succeed on the exam the first time.

The official study guide helps you master all the topics on the CCNA Voice exam, including:

  • Voice and data convergence
  • IP phone connections to the LAN infrastructure
  • Cisco Unified Communications Manager Express
  • CUCM Express IP phone configuration and voice productivity features
  • Gateways and trunks
  • Cisco Unity Express
  • Smart Business Communications System
  • UC500 series for voice

CCNA Voice 640-461 Official Cert Guide is part of a recommended learning path from Cisco that includes simulation and hands-on training from authorized Cisco Learning Partners and self-study products from Cisco Press. To find out more about instructor-led training, e-learning, and hands-on instruction offered by authorized Cisco Learning Partners worldwide, please visit

The print edition of the CCNA Voice 640-461 Official Cert Guide contains two free, complete practice exam.

Pearson IT Certification Practice Test minimum system requirements:

Windows XP (SP3), Windows Vista (SP2), or Windows 7;

Microsoft .NET Framework 4.0 Client;

Microsoft SQL Server Compact 4.0;

Pentium class 1GHz processor (or equivalent);

512 MB RAM;

650 MB disc space plus 50 MB for each downloaded practice exam

Also available from Cisco Press for Cisco CCNA Voice study is the CCNA Voice 640-461 Official Cert Guide Premium Edition eBook and Practice Test. This digital-only certification preparation product combines an eBook with enhanced Pearson IT Certification Practice Test.

This integrated learning package:

  • Allows you to focus on individual topic areas or take complete, timed exams
  • Includes direct links from each question to detailed tutorials to help you understand the concepts behind the questions
  • Provides unique sets of exam-realistic practice questions
  • Tracks your performance and provides feedback on a module-by-module basis, laying out a complete assessment of your knowledge to help you focus your study where it is needed most
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Product Details

  • ISBN-13: 9781587204173
  • Publisher: Cisco Press
  • Publication date: 9/23/2011
  • Series: Official Cert Guide Series
  • Edition number: 2
  • Pages: 528
  • Sales rank: 274,401
  • Product dimensions: 7.50 (w) x 9.20 (h) x 1.40 (d)

Meet the Author

Jeremy D. Cioara, CCIE No. 11727, works in many facets of the Cisco networking realm. As an author, he has written multiple books for Cisco Press and Exam Cram. As an instructor, he teaches at Interface Technical Training ( in Phoenix, Arizona. Likewise, Jeremy has recorded many E-Learning titles at CBTNuggets ( Finally, Jeremy is the CIO of AdTEC Networks and works as a network consultant, focusing on Cisco network and VoIP implementations. Jeremy also casually blogs about Cisco topics at Tekcert ( in his “free time.” Thankfully, he is married to the Certified Best Wife in the World (CBWW), who helps him manage his time and priorities and prevents him from getting an enormous Cisco logo tattooed across his chest.

Michael Valentine has 15 years of experience in the IT field, specializing in network design and installation. Currently, he is a Cisco trainer with Skyline Advanced Technology Services and specializes in Cisco Unified Communications, CCNA, and CCNP classes. His accessible, humorous, and effective teaching style has demystified Cisco for hundreds of students since he began teaching in 2002. Mike holds a Bachelor of Arts degree from the University of British Columbia and currently holds CCNA, CCDA, CCNP, CCVP, and CCSI No. 31461 certifications. Mike has developed courseware and labs for Cisco and its training partners. Mike is the coauthor of CCNA Exam Cram (Exam 640-802), Third Edition (Que 2008), authored the CCNA Voice Quick Reference Guide, and has served as technical editor and contributor on several Cisco Press titles.

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Table of Contents

Introduction xxv

Part I Voice Perspectives

Chapter 1 Traditional Voice Versus Unified Voice 3

“Do I Know This Already?” Quiz 3

Foundation Topics 6

Where It All Began: Analog Connections 6

The Evolution: Digital Connections 9

Moving from Analog to Digital 9

Channel Associated Signaling 11

Common Channel Signaling 12

Understanding the PSTN 13

Pieces of the PSTN 13

Understanding PBX and Key Systems 14

Connections to and Between the PSTN 14

PSTN Numbering Plans 16

The New Yet Not-So-New Frontier: VoIP 17

VoIP: Why It Is a Big Deal for Businesses 17

The Process of Converting Voice to Packets 18

Role of Digital Signal Processors 22

Understanding RTP and RTCP 23

Exam Preparation Tasks 25

Review All the Key Topics 25

Definitions of Key Terms 25

Chapter 2 Understanding the Pieces of Cisco Unified Communications 27

“Do I Know This Already?” Quiz 27

Foundation Topics 30

Did Someone Say Unified? 30

Understanding Cisco Unified Communications Manager Express 31

CME Key Features 32

CME Interaction with Cisco IP Phones 32

A Match Made in Heaven: CME and CUE 35

Understanding Cisco Unified Communications Manager 37

CUCM Key Features 37

CUCM Database Replication and Interacting with Cisco IP Phones 38

Understanding Cisco Unity Connection 41

Cisco Unity Connection Key Features 42

Cisco Unity Connection and CUCM Interaction 43

Understanding Cisco Unified Presence 44

Cisco Unified Personal Communicator 45

Exam Preparation Tasks 46

Review All the Key Topics 46

Definitions of Key Terms 46

Chapter 3 Understanding the Cisco IP Phone Concepts and Registration 49

“Do I Know This Already?” Quiz 49

Foundation Topics 52

Connecting and Powering Cisco IP Phones 52

Cisco Catalyst Switch PoE 54

Powering the IP Phone Using a Power Patch Panel or Coupler 54

Powering the IP Phone with a Power Brick 55

VLAN Concepts and Configuration 55

VLAN Review 55

VLAN Trunking/Tagging 56

Understanding Voice VLANs 58

VLAN Configuration 59

Understanding the Cisco IP Phone Boot Process 61

Configuring a Router-Based DHCP Server 61

Setting the Clock of a Cisco Device with NTP 63

IP Phone Registration 65

Exam Preparation Tasks 67

Review All the Key Topics 67

Definitions of Key Terms 67

Part II Managing Endpoints and End Users

Chapter 4 Getting Familiar with CME Administration 69

“Do I Know This Already?” Quiz 69

Foundation Topics 71

Managing CME Using the Command Line 71

Managing CME Using a Graphic User Interface 73

Exam Preparation Tasks 79

Review All the Key Topics 79

Chapter 5 Managing Endpoints and End Users with CME 81

“Do I Know This Already?” Quiz 81

Foundation Topics 84

Ensuring the Foundation 84

Voice VLAN 85

DHCP Services 85

TFTP Services 86

Base CME Configuration 87

Ephone and Ephone-DN—The Keys to Ringing Phones 88

Understanding and Configuring Ephone-DNs 89

Understanding and Configuring Ephones 90

Associating Ephones and Ephone-DNs 92

Adding Directory Numbers, Phones, and Users with CCP 95

Exam Preparation Tasks 102

Review All the Key Topics 102

Chapter 6 Understanding the CME Dial-Plan 105

“Do I Know This Already?” Quiz 105

Foundation Topics 108

Configuring Physical Voice Port Characteristics 108

Configuring Analog Voice Ports 108

Foreign Exchange Station Ports 108

Foreign Exchange Office Ports 111

Configuring Digital Voice Ports 112

Understanding and Configuring Dial Peers 117

Voice Call Legs 118

Configuring POTS Dial Peers 120

Configuring VoIP Dial Peers 124

Using Dial Peer Wildcards 126

Private Line Automatic Ringdown 128

Understanding Router Call Processing and Digit Manipulation 130

Matching Inbound and Outbound Dial Peers 132

Using Digit Manipulation 135

Practical Scenario 1: PSTN Failover Using the prefix Command 136

Practical Scenario 2: Directing Operator Calls to the Receptionist 138

Practical Scenario 3: Specific POTS Lines for Emergency Calls 139

Practical Scenario 4: Using Translation Profiles 141

Using CCP to Configure a CME Dial-Plan 145

Understanding and Implementing CME Class of Restriction 146

Quality of Service 152

Understanding the Enemy 153

Requirements for Voice, Video, and Data Traffic 154

Network Requirements for Voice and Video 154

Network Requirements for Data 154

Using Cisco AutoQoS 155

Exam Preparation Tasks 163

Review All the Key Topics 163

Complete the Tables and Lists from Memory 164

Definitions of Key Terms 164

Part III Handling Calls

Chapter 7 Configuring Cisco Unified CME Voice Productivity Features 167

“Do I Know This Already?” Quiz 167

Foundation Topics 171

Configuring a Voice Network Directory 171

Configuring Call Forwarding 175

Forwarding Calls from the IP Phone 175

Forwarding Calls from the CLI 177

Using the call-forward pattern Command to Support H.450.3 177

Configuring Call Transfer 180

Configuring Call Park 181

Configuring Call Pickup 186

Configuring Intercom 189

Configuring Paging 192

Configuring After-Hours Call Blocking 195

Configuring CDRs and Call Accounting 199

Configuring Music on Hold 203

Configuring Single Number Reach 204

Enabling the Flash-Based CME GUI 206

Exam Preparation Tasks 210

Review All the Key Topics 210

Definitions of Key Terms 210

Chapter 8 Administrator and End-User Interfaces 213

“Do I Know This Already?” Quiz 213

Foundation Topics 216

Describe the CUCM GUI and CLI 216

Cisco Unified Communications Manager Administration Interface 216

Cisco Unified Serviceability Administration Interface 217

Cisco Unified Operating System Administration Interface 219

Disaster Recovery System Interface 220

Cisco Unified Reporting Interface 220

CLI 220

User Management in CUCM: Roles and Groups 221

Roles 221

Groups 222

Describe the CUC GUI and CLI 223

Cisco Unity Connection Administration 224

Cisco Unity Connection Serviceability 225

Describe the Cisco Unified Presence Server GUI and CLI 226

Cisco Unified Presence Administration Interface 227

Cisco Unified Presence Serviceability 227

Exam Preparation Tasks 228

Review All the Key Topics 228

Definitions of Key Terms 228

Part IV Telephony Feature Management

Chapter 9 Managing Endpoints and End Users in CUCM 231

“Do I Know This Already?” Quiz 231

Foundation Topics 234

Implementing 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 236

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 243

Describe End Users in CUCM 243

End Users Versus Application Users 243

Credential Policy 244

Features Interacting with User Accounts 244

User Locale 245

Device Association 245

Implementing End Users in CUCM 246

Manual Entry 246

Bulk Import Using BAT 246

LDAP Integration 246

LDAP Synchronization 248

LDAP Authentication 248

LDAP Integration Considerations 248

LDAP Sync Agreements 250

LDAP Sync Mechanism 251

LDAP Custom Filters 251

Configure LDAP Sync 251

Activate DirSync 251

Configure the LDAP System 252

Configure the LDAP Directory 252

Verify LDAP Sync 253

Configuring LDAP Authentication 254

Verify LDAP Authentication 254

Create LDAP Custom Filters 255

Exam Preparation Tasks 256

Review All the Key Topics 256

Chapter 10 Understanding CUCM Dial-Plan Elements and Interactions 259

“Do I Know This Already?” Quiz 259

Foundation Topics 263

CUCM Call Flows 263

Call Flow in CUCM if DNS Is Used 263

Call Flow in CUCM if DNS Is Not Used 263

Centralized Remote Branch Call Flow 265

Centralized Deployment PSTN Backup Call Flow 267

Centralized Deployment Considerations and Limitations 267

PSTN Backup Using CAC 268

Distributed Deployment Call Flow 268

Call-Routing Sources in CUCM 270

Call-Routing Destinations in CUCM 270

Call-Routing Configuration Elements 271

Route Pattern 271

Route List 271

Route Group 272

Gateways and Trunks 272

Call-Routing Behavior 273

Digit Analysis 273

Hunt Groups 274

Class of Control 274

Partition 275

Calling Search Space 275

Interaction of Partitions and Calling Search Spaces 275

Line-Device Configuration 276

Exam Preparation Tasks 277

Review All the Key Topics 277

Part V Voicemail and Presence Solutions

Chapter 11 Enabling Telephony Features with CUCM 279

“Do I Know This Already?” Quiz 279

Foundation Topics 282

Describe Extension Mobility in CUCM 282

Enable EM in CUCM 283

Step 1: Activate the EM Service 283

Step 2: Configure EM Service Parameters 283

Step 3: Add the EM Service 284

Step 4: Create Default Device Profiles 285

Step 5a: Create Device Profiles 285

Step 5b: Subscribe Device Profiles to the EM Service 286

Step 6: Associate Users with Device Profiles 287

Step 7a: Enable EM for Phones 288

Step 7b: Subscribe Phones to EM Service 289

Describe Telephony Features in CUCM 290

Call Coverage 290

Call Forward 291

Shared Lines 291

Barge and Privacy 291

Call Pickup 291

Call Hunting 292

Call Park 292

Intercom 293

CUCM Native Presence 293

Presence Architecture 293

Enable Telephony Features in CUCM 294

Enabling Call Coverage 295

Configuring Shared Lines 295

Configuring Barge 295

Configuring Call Pickup 297

Configuring Call Park and Directed Call Park 299

Configuring Call Hunting 301

Configuring Intercom Features 304

Configure CUCM Native Presence 305

Configuring BLF Speed Dials 305

Configuring Presence-Enabled Call Lists 306

Configuring Custom Presence Groups 307

Exam Preparation Tasks 311

Review All the Key Topics 311

Chapter 12 Enabling Mobility Features in CUCM 313

“Do I Know This Already?” Quiz 313

Foundation Topics 316

Understanding CUCM Mobility Features 316

Describe Mobile Connect 316

Unified Mobility Architecture 317

Access Lists 317

Time-of-Day Access 317

Mobile Voice Access 318

Implementing Mobility Features in CUCM 319

Configuring Mobile Connect 319

Step 1: Configure Softkey Templates 319

Step 2: Configure User Accounts for Mobility 319

Step 3: Configure the IP Phone to Support Mobility Features 320

Step 4: Create Remote Destination Profiles 320

Step 5: Add Remote Destinations to Remote Destination Profiles 321

Step 6: Configure Ring Schedules for Each Remote Destination 322

Step 7: Configure Access Lists 322

Step 8: Apply Access Lists 323

Step 9: Configure Service Parameters 325

Configuring MVA 326

Step 1: Activate the MVA Service 327

Step 2: Configure Service Parameters 327

Step 3: Enable MVA for Each User 328

Step 4: Configure the MVA Media Resource 329

Step 5: Configure the MVA VXML Application at the IOS Gateway 329

Exam Preparation Tasks 331

Review All the Key Topics 331

Definition of Key Terms 331

Part VI Voice Network Management and Troubleshooting

Chapter 13 Voicemail Integration with Cisco Unity Connection 333

“Do I Know This Already?” Quiz 333

Foundation Topics 336

Describe Cisco Unity Connection 336

Overview of Cisco Unity Connection 336

Single-Site and Multisite Deployment Considerations 336

CUC Integration Overview 337

CUC Integration with CUCM Using SCCP 337

CUC Integration Using SIP 338

CUC Features 338

System Settings 338

Call Handlers 340

Call Routing 340

Direct Routing Rules 341

Forwarded Routing Rules 341

Call Routing Rule Filters 341

Distribution Lists 342

Authentication Rules 342

Dial-Plan 342

Describe Cisco Unity Connection Users and Mailboxes 343

User Templates 343

User Template Basics 343

Password Settings 344

Roles 344

Transfer Rules and Greetings 344

Call Actions 345

Message Settings, Message Actions, and Caller Input 345

TUI Settings 345

CUC End Users 345

Extension and Call Forward Options 345

Voice Messaging with SRST and AAR 346

Voicemail Box 346

Private Distribution Lists 346

Notification Devices 346

User Creation Options 346

CUC Voicemail Boxes 347

Message Aging Policy and Mailbox Quotas 347

Implement Cisco Unity Connection Users and Mailboxes 347

Configure End User Templates 347

User Template Basics 348

Password Settings 349

Roles 350

Message Settings 350

Message Actions 351

Phone Menu 351

Playback Message Settings 352

Notification Devices 354

Configure CUC End Users 355

Manual Process 355

Alternate Extensions and Names 355

Private DLs 357

Importing End Users in to CUC 357

Importing Users from CUCM 358

Importing Users from LDAP 358

Bulk Administration Import of CUC Users 361

Managing the CUC Message Store 362

Mailbox Stores Membership 362

Message Aging Policy 363

Mailbox Quotas 363

Exam Preparation Tasks 365

Review All the Key Topics 365

Definitions of Key Terms 365

Chapter 14 Enabling Cisco Unified Presence Support 367

“Do I Know This Already?” Quiz 367

Foundation Topics 370

Describe Cisco Unified Presence Features 370

Cisco Unified Personal Communicator 370

CUPC Operating Modes 370

Enterprise Instant Messaging 371

Voice Calls 372

Video Calls 372

Integration Support 372

CUPC System Requirements 373

Cisco Unified Client Services Framework 373

Cisco Unified Communications Manager IP Phone Service 373

Cisco IP Phone Messenger 373

Describe Cisco Unified Presence Architecture 374

Integration with Microsoft Office Communications Server 374

Integration with LDAP 374

Integration with Cisco Unity Connection 375

Integration with Conferencing Resources 375

Integration with Calendar Resources 375

Architecture and Call Flow: Softphone Mode 376

Architecture and Call Flow: Deskphone Control Mode 376

Compliance and Persistent Chat 376

CUPS and QoS Considerations 377

Exam Preparation Tasks 379

Review All the Key Topics 379

Definitions of Key Terms 379

Chapter 15 Common CME Management and Troubleshooting Issues 381

“Do I Know This Already?” Quiz 381

Foundation Topics 384

Troubleshooting 384

Troubleshooting Common CME Registration Issues 385

Troubleshooting Dial-Plan and QoS Issues 389

Dial-Plan Issues 389

QoS Issues 392

Exam Preparation Tasks 396

Review All the Key Topics 396

Definitions of Key Terms 396

Chapter 16 Management and Troubleshooting of Cisco Unified Communications Manager 399

“Do I Know This Already?” Quiz 399

Foundation Topics 402

Describe How to Provide End-User Support for Connectivity and Voice

Quality Issues 402

Troubleshooting 402

Troubleshooting IP Phone Registration Problems 403

Deleting Unassigned Directory Numbers Using the Route Plan Report 405

Describe CUCM Reports and How They Are Generated 406

Generating Reports 406

Analyzing Reports 407

Understanding CUCM CDR Analysis and Reporting Tool Reports 408

Activate CAR-Related Services 408

Configure CDR Service Parameters 409

CAR Tool Users 410

CDR and CMR Architecture 410

CAR System Parameters 410

Exporting CDR and CMR Records 411

Generating CDR Reports 411

Example Report Generation 412

Generating System Reports 414

Generating Device Reports 415

Describe Cisco Unified RTMT 416

RTMT Interface 416

Monitoring CUCM with RTMT 417

CallManager Summary 417

Gateway Activity 417

Device Search 417

Database Summary 417

Describe the Disaster Recovery System 418

Using the DRS 419

Set Up a Backup Device 419

Create a Scheduled Backup 419

Perform a Restore 420

Exam Preparation Tasks 421

Review All the Key Topics 421

Definitions of Key Terms 421

Chapter 17 Monitoring Cisco Unity Connection 423

“Do I Know This Already?” Quiz 423

Foundation Topics 426

Generating and Accessing Cisco Unity Connection Reports 426

Cisco Unity Connection Serviceability Reports 426

Cisco Unified Serviceability: Serviceability Reports Archive 429

Analyzing Cisco Unity Connection Reports 430

Troubleshooting and Maintenance Operations Using Cisco Unity Connection Reports 433

Reports to Support Routine Maintenance 435

Exam Preparation Tasks 438

Review All the Key Topics 438

Definitions of Key Terms 438

Chapter 18 Final Preparation 441

Tools for Final Preparation 441

Pearson Cert Practice Test Engine and Questions on the CD 441

Install the Software from the CD 441

Activate and Download the Practice Exam 442

Activating Other Exams 442

Premium Edition 442

Cisco Learning Network 443

Chapter-Ending Review Tools 443

Suggested Plan for Final Review/Study 443

Using the Exam Engine 444

Summary 445

Appendix A Answers Appendix 447

Appendix B 640-461 CCNA Voice Exam Updates, Version 1.0 451

Glossary 453

TOC, 9781587204173, 6/27/2011

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  • Posted December 21, 2011

    more from this reviewer

    Must read to learn and certify

    I want to refresh my knowledge around the Unified Communications and though that reading the new material for the CCNA Voice 640-461 Official Certification Guide will help me refresh all the knowledge gain when I got my CCVP certification. The Cisco certification guide have being evolving through the years and when I compare the initial official certification guides to the new ones a lot of effort and good material is compiled on this books.

    At my first quick review of the book where I read the index and browse some of the interesting topics that my eye catch. I found the material very easy to read because the material goes straight to the point and this is very simple when I was reviewing the comparison between the call manager express and the full blown solution I was able to understand at the first read what were the capabilities of the two solutions and how will they work on different architect solutions scenarios.

    Easily I was able to remember concepts that I have not use for sometime but also found simple answers to specific topics that when I went through my certification exam were a little confusing and hard to understand.

    If you have some basic and practical knowledge around Unified Communications this book will allow you to start linking the dots for your daily work and your certification exam and to improve your practical knowledge around Unified Communications.

    From the first page the book focus on real information needed for the certification exam and how to use in on your daily work for Unified Communication solutions.

    The books is very well organized since it is divide in 5 parts which cover the introduction to voice concepts, the next two chapters shows the two different implementations of unified communications manager the express and full blown solution. The final two chapters cover the voice mail integration with unified communications manager and the troubleshooting of the complete solution.

    Each chapter starts with an initial quiz which allows you to test your knowledge on topics of the chapter also there is a brief description of the topics the chapter covers.

    Another great feature of the book is the key topic pointers that help you summarize the main point you need to remember from each chapter, it has specific information you will need for work, and certification exam.
    The authors of this books Jeremy D. Cioara and Michael Valentine wrote a real world guide for the field and the certification exam.

    The appendix has information that will help you understand how to approach the certification exam, the CD content and some terms that you will need on your daily life and for the certification exam.

    It is a book that builds knowledge with the content you will see that the 18 chapters it contains cover the complete material for your certification exam and applies it to real world scenario's.

    I cannot stop reiterating that this book is a mandatory certification and field guide for any person that is working on the IT industry delivering any project, service or anything that relates to it. A must read if you are walking toward the certification but also will help you to learn the technology and solution for your daily work.

    The author build a book that has a lot of very specific useful information.I will recommend the book as a daily personal reference because you can find out concept that will help you on your daily work when you¿re are delivering a project and applying voice solutio

    1 out of 1 people found this review helpful.

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