CCNA Voice Official Exam Certification Guide (640-460 IIUC) [NOOK Book]

Overview

  • Master IIUC 640-460 exam topics with the official study guide
  • Assess your knowledge with chapter-opening quizzes
  • Review key concepts with Exam Preparation Tasks

CCNA Voice Official Exam Certification Guide is a best of breed Cisco exam study guide that focuses specifically on the objectives for the CCNA Voice IIUC 640-460 exam. Senior voice instructors and network engineers Jeremy Cioara, Michael Cavanaugh, ...

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CCNA Voice Official Exam Certification Guide (640-460 IIUC)

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Overview

  • Master IIUC 640-460 exam topics with the official study guide
  • Assess your knowledge with chapter-opening quizzes
  • Review key concepts with Exam Preparation Tasks

CCNA Voice Official Exam Certification Guide is a best of breed Cisco exam study guide that focuses specifically on the objectives for the CCNA Voice IIUC 640-460 exam. Senior voice instructors and network engineers Jeremy Cioara, Michael Cavanaugh, and Kris Krake 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.

CCNA Voice Official Exam Certification 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 allow you to decide how much time you need to spend on each section. Exam topic lists make referencing easy. Chapter-ending Exam Preparation Tasks sections help drill you on key concepts you must know thoroughly.

Well-regarded for its level of detail, assessment features, 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.

CCNA Voice Official Exam Certification 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 cisco.com/go/authorizedtraining.

The official study guide helps you master all the topics on the IIUC exam, including

  • Connecting IP phones to the LAN infrastructure
  • Cisco Unified CME installation
  • Cisco Unified CME IP phone configuration
  • Cisco Unified CME voice productivity features
  • Gateway and trunk concepts and configuration
  • Cisco Unity Express concepts and configuration
  • Smart Business Communications System
  • Configuring and maintaining the UC500 for voice
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Product Details

  • ISBN-13: 9781587058325
  • Publisher: Pearson Education
  • Publication date: 11/21/2008
  • Series: Official Cert Guide
  • Sold by: Barnes & Noble
  • Format: eBook
  • Edition number: 1
  • Pages: 576
  • Sales rank: 1,258,277
  • File size: 7 MB

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 worksas a network consultant focusing on Cisco network and Voice over IP (VoIP) implementations. Jeremy also runs the Cisco Blog (ciscoblog.com) in his “free time.”

Michael J. Cavanaugh, CCIE No. 4516 (Routing & Switching, Voice) and MCSE +Messaging, has been in the networking industry for more than 22 years. His employment

with companies such as Wachovia, General Electric, Cisco Systems, Inc., BellSouth Communication Systems, and AT&T Communication Systems has allowed him to stay at the forefront of technology and hold leading-edge certifications. He has spent the last eight years focused on Cisco Unified Communications design, professional services, consulting, and support. Michael’s passion is learning the practical applications of new technologies and sharing knowledge with fellow engineers.

Kris A. Krake, CCIE No. 10229 (Routing & Switching, Voice), is a Unified Communications Systems Engineer for Cisco Systems. Kris has consulted in the networking arena for more than 13 years and has spent over half of that time focused on Unified Communications. His employment with an Internet service provider and companies such as Aegon USA, BellSouth Communication Systems, and Cisco Systems has given him the opportunity to design, implement, and support a vast array of networks and telecommunications systems that range in size from small business to the globally reaching systems of the Fortune 50.


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Read an Excerpt

IntroductionIntroduction

Welcome to the world of CCNA Voice! As technology continues to evolve, the realm of voice, which was traditionally kept completely separate from data, has now begun to merge with the data network. This brings together two different worlds of people: data technicians—historically accustomed to working with routers, switches, servers, and the like—and voice technicians, historically accustomed to working with PBX systems, digital handsets, and trunk lines. Regardless of your background, one of the primary goals of the new CCNA Voice certification is to bridge these two worlds together.

In June 2008, Cisco announced new CCNA specialties, including CCNA Security, CCNA Wireless, and CCNA Voice. These certifications, released 10 years after the initial CCNA, represent Cisco's growth into new and emerging industries. Certification candidates can now specialize in specific areas of study. Figure I.1 shows the basic organization of the certifications and exams used to achieve your CCNA Voice certification.

Figure I.1
Cisco Certifications and CCNA Voice Certification Path

As you can see from Figure I.1, a traditional CCNA certification is a prerequisite before you venture into the CCNA Voice certification. As of June 2009, the CCNA Voice certification will become a prerequisite before you are able to pursue the Cisco Certified Voice Professional (CCVP) certification. Goals and Methods

The most important and somewhat obvious goal of this book is to help you pass the Implementing Cisco IOS Unified Communications (IIUC) exam (640-460). In fact, if the primary objective of this book were different, then the book'stitle would be misleading. The methods used in this book to help you pass the IIUC exam are designed to also make you much more knowledgeable about how to do your job.

This book uses several key methodologies to help you discover the exam topics that you need to review in more depth, to help you fully understand and remember those details, and to help you prove to yourself that you have retained your knowledge of those topics. So, this book does not try to help you pass by memorization, but helps you truly learn and understand the topics. The CCNA Voice exam is the foundation for many of the Cisco professional certifications, and it would be a disservice to you if this book did not help you truly learn the material. Therefore, this book will help you pass the CCNA Voice exam by using the following methods:

  • Helping you discover which test topics you have not mastered

  • Providing explanations and information to fill in your knowledge gaps

  • Supplying exercises and scenarios that enhance your ability to recall and deduce the answers to test questions

  • Providing practice exercises on the topics and the testing process via test questions on the CD-ROM.

In addition, this book uses quite a different style from typical certification-preparation books. The newer Cisco certification exams have adopted a style of testing that essentially says, "If you don't know how to do it, you won't pass this exam." This means that most of the questions on the certification exam will require you to deduce the answer through reasoning or configuration rather than just memorizing facts, figures, or syntax from a book. To accommodate this newer testing style, the authors have written this book as a "real world" explanation of Cisco VoIP topics. Most concepts are explained using real-world examples rather than showing tables full of syntax options and explanations, which are freely available on Cisco.com. As you read through this book, you will definitely get a feeling of, "This is how I can do this," which is exactly what you need for the newer Cisco exams.Who Should Read This Book?

The purpose of this book is twofold. The primary purpose is to tremendously increase your chances of passing the CCNA Voice certification exam. The secondary purpose is to provide the information necessary to deploy a VoIP solution using Cisco Unified Communication Manager Express (CME) or the Smart Business Communications System (SBCS). Cisco's new exam approach provides an avenue to write the book with both a real-world and certification-study approach at the same time. As you read through this book and study the configuration examples and exam tips, you will have a true sense of understanding how you could deploy a VoIP system, while at the same time feeling equipped to pass the CCNA Voice certification exam.Strategies for Exam Preparation

Strategies for exam preparation will vary depending on your existing skills, knowledge, and equipment available. Of course, the ideal exam preparation would consist of building a small voice lab with a Cisco Unified Communications Manager Express 2801 Integrated Services Router and Cisco Unity Express capabilities, a switch, and a few IP phones, which you could then use to work through the configurations as you read through this book. However, not everyone has access to this equipment, so the next best step you can take is to read through the chapters in this book, jotting notes down with key concepts or configurations on a separate notepad. Each chapter begins with a "Do I Know This Already?" quiz designed to give you a good idea of the chapter's content and your current understanding of it. In some cases, you might already know most of or all the information covered in a given chapter.

After you have read through the book, have a look at the current exam objectives for the CCNA Voice exam listed on Cisco.com (http://www.cisco.com/certification). If there are any areas shown in the certification exam outline that you would still like to study, find those sections in the book and review them.

When you feel confident in your skills, attempt the practice exam included on the CD with this book. As you work through the practice exam, note the areas where you lack confidence and review those concepts or configurations in the book. After you have reviewed the areas, work through the practice exam a second time and rate your skills. Keep in mind that the more you work through the practice exam, the more familiar the questions will become, so the practice exam will become a less accurate judge of your skills.

After you have worked through the practice exam a second time and feel confident with your skills, schedule the real IIUC (640-460) exam through Vue (http://www.vue.com). You should typically take the exam within a week from when you consider yourself ready to take the exam, so that the information is fresh in your mind.

Keep in mind that Cisco exams are very difficult. Even if you have a solid grasp of the information, there are many other factors that play into the testing environment (stress, time constraints, and so on). If you pass the exam on the first attempt, fantastic! If not, know that this happens commonly. The next time you attempt the exam, you will have a major advantage: you have experienced the exam first-hand. Although future exams may have different questions, the topics and general "feel" of the exam will remain the same. Take some time to study areas from the book where you felt weak on the exam. Retaking the exam the same or following day from your first attempt is a little aggressive; instead, schedule to retake it within a week, while you are still familiar with the content.640-460 IIUC Exam Topics

Table I.1 lists the exam topics for the 640-460 IIUC exam. This table also lists the book parts in which each exam topic is covered.

Table I.1 640-460 IIUC Exam Topics

Chapter Where Topic Is Covered

Exam Topic

Describe the components of the Cisco Unified Communications Architecture

Chapter 2

Describe the function of the infrastructure in a UC environment

Chapter 2

Describe the function of endpoints in a UC environment

Chapter 2

Describe the function of the call processing agent in a UC environment

Chapter 2

Describe the function of messaging in a UC environment

Chapter 2

Describe the function of auto attendants and IVRs in a UC environment

Chapter 2

Describe the function of contact center in a UC environment

Chapter 2

Describe the applications available in the UC environment, including Mobility, Presence, and Telepresence

Chapter 2

Describe how the Unified Communications components work together to create the Cisco Unified Communications Architecture

Describe PSTN components and technologies

Chapter 1

Describe the services provided by the PSTN

Chapter 1

Describe time division and statistical multiplexing

Chapter 1

Describe supervisory, informational, and address signaling

Chapter 1

Describe numbering plans

Chapter 1

Describe analog circuits

Chapter 1

Describe digital voice circuits

Chapter 1

Describe PBX, trunk lines, key-systems, and tie lines

Describe VoIP components and technologies

Chapter 7

Describe the process of voice packetization

Chapter 7

Describe RTP and RTCP

Chapter 7

Describe the function of and differences between codecs

Chapter 7

Describe H.323, MGCP, SIP, and SCCP signaling protocols

Describe and configure gateways, voice ports, and dial peers to connect to the PSTN and service provider networks

Chapter 8

Describe the function and application of a dial plan

Chapter 8

Describe the function and application of voice Gateways

Chapter 8

Describe the function and application of voice ports in a Gateway

Chapter 8

Describe the function and operation of call-legs

Chapter 8

Describe and configure voice dial peers

Chapter 8

Describe the differences between PSTN and Internet Telephony Service Provider circuits

Describe and configure a Cisco network to support VoIP

Chapter 3

Describe the purpose of VLANs in a VoIP environment

Chapter 3

Describe the environmental considerations to support VoIP

Chapter 3

Configure switched infrastructure to support voice and data VLANs

Chapter 3

Describe the purpose and operation of PoE

Chapter 8

Identify the factors that impact voice quality

Chapter 8

Describe how QoS addresses voice quality issues

Chapter 8

Identify where QoS is deployed in the UC infrastructure

Implement UC500 using Cisco Configuration Assistant

Chapter 11

Describe the function and operation of Cisco Configuration Assistant

Chapter 12

Configure UC500 device parameters

Chapter 12

Configure UC500 network parameters

Chapter 12

Configure UC500 dial plan and voicemail parameters

Chapter 12

Configure UC500 SIP trunk parameters

Chapter 12

Configure UC500 voice system features

Chapter 12

Configure UC500 user parameters

Implement Cisco Unified Communications Manager Express to support endpoints using CLI

Chapter 4

Describe the appropriate software components needed to support endpoints

Chapter 3

Describe the requirements and correct settings for DHCP, NTP, and TFTP

Chapter 3

Configure DHCP, NTP, and TFTP

Chapter 4

Describe the differences between key system and PBX mode

Chapter 5

Describe the differences between the different types of ephones and ephone-dns

Chapter 5

Configure Cisco Unified Communications Manager Express endpoints

Chapter 6

Configure call-transfer per design specifications

Chapter 6

Configure voice productivity features, including hunt groups, call park, call pickup, paging groups, and paging/intercom

Chapter 6

Configure Music on Hold

Implement voicemail features using Cisco Unity Express

Chapter 9

Describe the Cisco Unity Express hardware platforms

Chapter 9

Configure the foundational elements required for Cisco Unified Communications Manager Express to support Cisco Unity Express

Chapter 9

Describe the features available in Cisco Unity Express

Chapter 10

Configure AutoAttendant services using Cisco Unity Express

Chapter 10

Configure basic voicemail features using Cisco Unity Express

How This Book Is Organized

Although this book could be read cover-to-cover, it is designed to be flexible and allow you to easily move between chapters and sections of chapters to cover just the material that you need more work with. If you do intend to read all the chapters, the order in the book is an excellent sequence to use.

The core chapters, Chapters 1 through 12, cover the following topics:

  • Chapter 1, "Perspectives on Voice Before Convergence": This chapter discusses what would be known as the traditional telephony world. It begins where the telephone system originally started: analog connectivity. It then moves into the realm of digital connections and considerations and concludes with the primary pieces that you need to know from the public switched telephone network (PSTN).

  • Chapter 2, "Perspectives on Voice After Convergence": This chapter focuses primarily on the components of a Cisco VoIP network. By breaking down the voice infrastructure into four distinct areas, each component can be categorized and described. These components include endpoints, call processing agents, applications, and network infrastructure devices.

  • Chapter 3, "Connecting IP Phones to the LAN Infrastructure": This chapter discusses the preparation and base configuration of the LAN infrastructure to support VoIP devices. This preparation includes support for Power over Ethernet (PoE), voice VLANs, a properly configured DHCP scope for VoIP devices, and the Network Time Protocol (NTP).

  • Chapter 4, "Installing Cisco Unified Communications Manager Express": This chapter covers everything you need to know to get Cisco Unified Communication Manager Express (CME) ready to support IP phones. It initially walks through the Cisco Unified CME overview and licensing information, then unpacks the installation and base configuration process.

  • Chapter 5, "Basic Cisco Unified CME IP Phone Configuration": This chapter focuses on the process to create and assign directory numbers to Cisco IP phones. In addition, the chapter walks through the configuration of IP phone auto-registration, which makes your initial network setup much easier, and the configuration of additional phone parameters such as phone locale and system messages.

  • Chapter 6, "Configuring Cisco Unified CME Voice Productivity Features": This chapter examines feature after feature supported by the CME router. By the time you're done with this chapter, you'll understand how to configure features such as intercom, paging, call park and pickup, and many others.

  • Chapter 7, "Gateway and Trunk Concepts": Now that the internal VoIP network is operational through the CME configuration, this chapter examines connections to the outside world through the PSTN or over an IP network. Concepts covered in this chapter include the process of converting voice to packetized format, codec considerations, and trunking methods.

  • Chapter 8, "Configuring and Verifying Gateways and Trunks": This chapter takes the concepts from Chapter 7 and puts them into configuration action. Topics from this chapter include the configuration of physical voice ports, dial-peer and digit manipulation configuration, and quality of service (QoS).

  • Chapter 9, "Cisco Unity Express Concepts": This chapter introduces the Cisco Unity Express (CUE), describing the differences between hardware platforms, the software components, and licensing options. The features, functions, and management of the voicemail and auto-attendant applications provided by CUE are explored.

  • Chapter 10, "Cisco Unity Express Configuration": This chapter discusses the configuration of the Cisco Unity Express platform. It begins with the Cisco Unity Express installation process and walks through configuring Cisco Unity Express global options, mailbox settings, and auto-attendant scripts. The chapter concludes with Cisco Unity Express troubleshooting methods.

  • Chapter 11, "Introducing the Smart Business Communications System": This chapter introduces the concept of Unified Communications (UC) and explains how the Smart Business Communications System (SBCS) is positioned to deliver UC to the small-medium business (SMB) market. Individual components of the SBCS suite and the most common ways they are deployed are discussed to lay a foundation for implementing the UC500 Series for Small Business.

  • Chapter 12, "Configuring and Maintaining the UC500 Series for Voice": This chapter discusses the process of provisioning the UC500 Series for Small Business. The chapter begins with a discussion of the UC500's function in the SBCS family, moves into a discussion about the Cisco Configuration Assistant (CCA), and then concludes with step-by-step instructions for deploying and maintaining telephony and voice-mail services on the UC500.

In addition to the 12 main chapters, this book includes tools to help you verify that you are prepared to take the exam. Chapter 13, "Final Preparation," includes guidelines that you can follow in the final days before the exam. Also, the CD-ROM includes quiz questions and memory tables that you can work through to verify your knowledge of the subject matter.

© Copyright Pearson Education. All rights reserved.

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Table of Contents

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


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Preface

Introduction

Welcome to the world of CCNA Voice! As technology continues to evolve, the realm of voice, which was traditionally kept completely separate from data, has now begun to merge with the data network. This brings together two different worlds of people: data technicians—historically accustomed to working with routers, switches, servers, and the like—and voice technicians, historically accustomed to working with PBX systems, digital handsets, and trunk lines. Regardless of your background, one of the primary goals of the new CCNA Voice certification is to bridge these two worlds together.

In June 2008, Cisco announced new CCNA specialties, including CCNA Security, CCNA Wireless, and CCNA Voice. These certifications, released 10 years after the initial CCNA, represent Cisco's growth into new and emerging industries. Certification candidates can now specialize in specific areas of study. Figure I.1 shows the basic organization of the certifications and exams used to achieve your CCNA Voice certification.

Figure I.1
Cisco Certifications and CCNA Voice Certification Path

As you can see from Figure I.1, a traditional CCNA certification is a prerequisite before you venture into the CCNA Voice certification. As of June 2009, the CCNA Voice certification will become a prerequisite before you are able to pursue the Cisco Certified Voice Professional (CCVP) certification.

Goals and Methods

The most important and somewhat obvious goal of this book is to help you pass the Implementing Cisco IOS Unified Communications (IIUC) exam (640-460). In fact, if the primary objective of this book were different, then the book's title would be misleading. The methods used in this book to help you pass the IIUC exam are designed to also make you much more knowledgeable about how to do your job.

This book uses several key methodologies to help you discover the exam topics that you need to review in more depth, to help you fully understand and remember those details, and to help you prove to yourself that you have retained your knowledge of those topics. So, this book does not try to help you pass by memorization, but helps you truly learn and understand the topics. The CCNA Voice exam is the foundation for many of the Cisco professional certifications, and it would be a disservice to you if this book did not help you truly learn the material. Therefore, this book will help you pass the CCNA Voice exam by using the following methods:

  • Helping you discover which test topics you have not mastered
  • Providing explanations and information to fill in your knowledge gaps
  • Supplying exercises and scenarios that enhance your ability to recall and deduce the answers to test questions
  • Providing practice exercises on the topics and the testing process via test questions on the CD-ROM.

In addition, this book uses quite a different style from typical certification-preparation books. The newer Cisco certification exams have adopted a style of testing that essentially says, "If you don't know how to do it, you won't pass this exam." This means that most of the questions on the certification exam will require you to deduce the answer through reasoning or configuration rather than just memorizing facts, figures, or syntax from a book. To accommodate this newer testing style, the authors have written this book as a "real world" explanation of Cisco VoIP topics. Most concepts are explained using real-world examples rather than showing tables full of syntax options and explanations, which are freely available on Cisco.com. As you read through this book, you will definitely get a feeling of, "This is how I can do this," which is exactly what you need for the newer Cisco exams.

Who Should Read This Book?

The purpose of this book is twofold. The primary purpose is to tremendously increase your chances of passing the CCNA Voice certification exam. The secondary purpose is to provide the information necessary to deploy a VoIP solution using Cisco Unified Communication Manager Express (CME) or the Smart Business Communications System (SBCS). Cisco's new exam approach provides an avenue to write the book with both a real-world and certification-study approach at the same time. As you read through this book and study the configuration examples and exam tips, you will have a true sense of understanding how you could deploy a VoIP system, while at the same time feeling equipped to pass the CCNA Voice certification exam.

Strategies for Exam Preparation

Strategies for exam preparation will vary depending on your existing skills, knowledge, and equipment available. Of course, the ideal exam preparation would consist of building a small voice lab with a Cisco Unified Communications Manager Express 2801 Integrated Services Router and Cisco Unity Express capabilities, a switch, and a few IP phones, which you could then use to work through the configurations as you read through this book. However, not everyone has access to this equipment, so the next best step you can take is to read through the chapters in this book, jotting notes down with key concepts or configurations on a separate notepad. Each chapter begins with a "Do I Know This Already?" quiz designed to give you a good idea of the chapter's content and your current understanding of it. In some cases, you might already know most of or all the information covered in a given chapter.

After you have read through the book, have a look at the current exam objectives for the CCNA Voice exam listed on Cisco.com (http://www.cisco.com/certification). If there are any areas shown in the certification exam outline that you would still like to study, find those sections in the book and review them.

When you feel confident in your skills, attempt the practice exam included on the CD with this book. As you work through the practice exam, note the areas where you lack confidence and review those concepts or configurations in the book. After you have reviewed the areas, work through the practice exam a second time and rate your skills. Keep in mind that the more you work through the practice exam, the more familiar the questions will become, so the practice exam will become a less accurate judge of your skills.

After you have worked through the practice exam a second time and feel confident with your skills, schedule the real IIUC (640-460) exam through Vue (http://www.vue.com). You should typically take the exam within a week from when you consider yourself ready to take the exam, so that the information is fresh in your mind.

Keep in mind that Cisco exams are very difficult. Even if you have a solid grasp of the information, there are many other factors that play into the testing environment (stress, time constraints, and so on). If you pass the exam on the first attempt, fantastic! If not, know that this happens commonly. The next time you attempt the exam, you will have a major advantage: you have experienced the exam first-hand. Although future exams may have different questions, the topics and general "feel" of the exam will remain the same. Take some time to study areas from the book where you felt weak on the exam. Retaking the exam the same or following day from your first attempt is a little aggressive; instead, schedule to retake it within a week, while you are still familiar with the content.

640-460 IIUC Exam Topics

Table I.1 lists the exam topics for the 640-460 IIUC exam. This table also lists the book parts in which each exam topic is covered.

Table I.1 640-460 IIUC Exam Topics

Chapter Where Topic Is Covered

Exam Topic

Describe the components of the Cisco Unified Communications Architecture

Chapter 2

Describe the function of the infrastructure in a UC environment

Chapter 2

Describe the function of endpoints in a UC environment

Chapter 2

Describe the function of the call processing agent in a UC environment

Chapter 2

Describe the function of messaging in a UC environment

Chapter 2

Describe the function of auto attendants and IVRs in a UC environment

Chapter 2

Describe the function of contact center in a UC environment

Chapter 2

Describe the applications available in the UC environment, including Mobility, Presence, and Telepresence

Chapter 2

Describe how the Unified Communications components work together to create the Cisco Unified Communications Architecture

Describe PSTN components and technologies

Chapter 1

Describe the services provided by the PSTN

Chapter 1

Describe time division and statistical multiplexing

Chapter 1

Describe supervisory, informational, and address signaling

Chapter 1

Describe numbering plans

Chapter 1

Describe analog circuits

Chapter 1

Describe digital voice circuits

Chapter 1

Describe PBX, trunk lines, key-systems, and tie lines

Describe VoIP components and technologies

Chapter 7

Describe the process of voice packetization

Chapter 7

Describe RTP and RTCP

Chapter 7

Describe the function of and differences between codecs

Chapter 7

Describe H.323, MGCP, SIP, and SCCP signaling protocols

Describe and configure gateways, voice ports, and dial peers to connect to the PSTN and service provider networks

Chapter 8

Describe the function and application of a dial plan

Chapter 8

Describe the function and application of voice Gateways

Chapter 8

Describe the function and application of voice ports in a Gateway

Chapter 8

Describe the function and operation of call-legs

Chapter 8

Describe and configure voice dial peers

Chapter 8

Describe the differences between PSTN and Internet Telephony Service Provider circuits

Describe and configure a Cisco network to support VoIP

Chapter 3

Describe the purpose of VLANs in a VoIP environment

Chapter 3

Describe the environmental considerations to support VoIP

Chapter 3

Configure switched infrastructure to support voice and data VLANs

Chapter 3

Describe the purpose and operation of PoE

Chapter 8

Identify the factors that impact voice quality

Chapter 8

Describe how QoS addresses voice quality issues

Chapter 8

Identify where QoS is deployed in the UC infrastructure

Implement UC500 using Cisco Configuration Assistant

Chapter 11

Describe the function and operation of Cisco Configuration Assistant

Chapter 12

Configure UC500 device parameters

Chapter 12

Configure UC500 network parameters

Chapter 12

Configure UC500 dial plan and voicemail parameters

Chapter 12

Configure UC500 SIP trunk parameters

Chapter 12

Configure UC500 voice system features

Chapter 12

Configure UC500 user parameters

Implement Cisco Unified Communications Manager Express to support endpoints using CLI

Chapter 4

Describe the appropriate software components needed to support endpoints

Chapter 3

Describe the requirements and correct settings for DHCP, NTP, and TFTP

Chapter 3

Configure DHCP, NTP, and TFTP

Chapter 4

Describe the differences between key system and PBX mode

Chapter 5

Describe the differences between the different types of ephones and ephone-dns

Chapter 5

Configure Cisco Unified Communications Manager Express endpoints

Chapter 6

Configure call-transfer per design specifications

Chapter 6

Configure voice productivity features, including hunt groups, call park, call pickup, paging groups, and paging/intercom

Chapter 6

Configure Music on Hold

Implement voicemail features using Cisco Unity Express

Chapter 9

Describe the Cisco Unity Express hardware platforms

Chapter 9

Configure the foundational elements required for Cisco Unified Communications Manager Express to support Cisco Unity Express

Chapter 9

Describe the features available in Cisco Unity Express

Chapter 10

Configure AutoAttendant services using Cisco Unity Express

Chapter 10

Configure basic voicemail features using Cisco Unity Express

How This Book Is Organized

Although this book could be read cover-to-cover, it is designed to be flexible and allow you to easily move between chapters and sections of chapters to cover just the material that you need more work with. If you do intend to read all the chapters, the order in the book is an excellent sequence to use.

The core chapters, Chapters 1 through 12, cover the following topics:

  • Chapter 1, "Perspectives on Voice Before Convergence": This chapter discusses what would be known as the traditional telephony world. It begins where the telephone system originally started: analog connectivity. It then moves into the realm of digital connections and considerations and concludes with the primary pieces that you need to know from the public switched telephone network (PSTN).
  • Chapter 2, "Perspectives on Voice After Convergence": This chapter focuses primarily on the components of a Cisco VoIP network. By breaking down the voice infrastructure into four distinct areas, each component can be categorized and described. These components include endpoints, call processing agents, applications, and network infrastructure devices.
  • Chapter 3, "Connecting IP Phones to the LAN Infrastructure": This chapter discusses the preparation and base configuration of the LAN infrastructure to support VoIP devices. This preparation includes support for Power over Ethernet (PoE), voice VLANs, a properly configured DHCP scope for VoIP devices, and the Network Time Protocol (NTP).
  • Chapter 4, "Installing Cisco Unified Communications Manager Express": This chapter covers everything you need to know to get Cisco Unified Communication Manager Express (CME) ready to support IP phones. It initially walks through the Cisco Unified CME overview and licensing information, then unpacks the installation and base configuration process.
  • Chapter 5, "Basic Cisco Unified CME IP Phone Configuration": This chapter focuses on the process to create and assign directory numbers to Cisco IP phones. In addition, the chapter walks through the configuration of IP phone auto-registration, which makes your initial network setup much easier, and the configuration of additional phone parameters such as phone locale and system messages.
  • Chapter 6, "Configuring Cisco Unified CME Voice Productivity Features": This chapter examines feature after feature supported by the CME router. By the time you're done with this chapter, you'll understand how to configure features such as intercom, paging, call park and pickup, and many others.
  • Chapter 7, "Gateway and Trunk Concepts": Now that the internal VoIP network is operational through the CME configuration, this chapter examines connections to the outside world through the PSTN or over an IP network. Concepts covered in this chapter include the process of converting voice to packetized format, codec considerations, and trunking methods.
  • Chapter 8, "Configuring and Verifying Gateways and Trunks": This chapter takes the concepts from Chapter 7 and puts them into configuration action. Topics from this chapter include the configuration of physical voice ports, dial-peer and digit manipulation configuration, and quality of service (QoS).
  • Chapter 9, "Cisco Unity Express Concepts": This chapter introduces the Cisco Unity Express (CUE), describing the differences between hardware platforms, the software components, and licensing options. The features, functions, and management of the voicemail and auto-attendant applications provided by CUE are explored.
  • Chapter 10, "Cisco Unity Express Configuration": This chapter discusses the configuration of the Cisco Unity Express platform. It begins with the Cisco Unity Express installation process and walks through configuring Cisco Unity Express global options, mailbox settings, and auto-attendant scripts. The chapter concludes with Cisco Unity Express troubleshooting methods.
  • Chapter 11, "Introducing the Smart Business Communications System": This chapter introduces the concept of Unified Communications (UC) and explains how the Smart Business Communications System (SBCS) is positioned to deliver UC to the small-medium business (SMB) market. Individual components of the SBCS suite and the most common ways they are deployed are discussed to lay a foundation for implementing the UC500 Series for Small Business.
  • Chapter 12, "Configuring and Maintaining the UC500 Series for Voice": This chapter discusses the process of provisioning the UC500 Series for Small Business. The chapter begins with a discussion of the UC500's function in the SBCS family, moves into a discussion about the Cisco Configuration Assistant (CCA), and then concludes with step-by-step instructions for deploying and maintaining telephony and voice-mail services on the UC500.

In addition to the 12 main chapters, this book includes tools to help you verify that you are prepared to take the exam. Chapter 13, "Final Preparation," includes guidelines that you can follow in the final days before the exam. Also, the CD-ROM includes quiz questions and memory tables that you can work through to verify your knowledge of the subject matter.

© Copyright Pearson Education. All rights reserved.

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  • Posted January 2, 2010

    Great intro to Cisco voice

    This is s great book for not only people preparing for the Voice CCNA but also those looking to learn the basics about Cisco voice. http://www.pcgenius.com

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  • Posted January 23, 2009

    VERY VERY HIGHLY RECOMMENDED!!

    Do you need help in trying to pass the Implementing Cisco IOS Unified Communications (IIUC) exam (640-460)? If you do, then this book is for you! Authors Jeremy Cioara, Michael J. Cavanaugh, and Kris A. Krake, have done an outstanding job of writing a book that is also intended to tremendously increase your chances of passing the CCNA Voice certification exam.<BR/><BR/><BR/>Authors Cioara, Cavanaugh and Krake, begin with a discussion of the traditional telephony world. Then, the authors focus on the components of a Cisco VoIP network. Next, they discuss the preparation and base configuration of the LAN infrastructure to support VoIP devices. The authors also cover everything you need to know to get Cisco Unified Communication Manager Express (CME) ready to support IP phones. They continue by focusing on the process to create and assign directory numbers to Cisco IP phones. Then, the authors examine feature after feature that are supported by the CME router. Next, they examine the connections to the outside world through the PSTN or over an IP network. The authors also introduce the Cisco Express (CUE), describing the differences between hardware platforms, the software components, and licensing options. They continue by discussing the configuration of the Cisco Unity Express platform. Then, the authors introduce the concept of Unified Communications (UC) and explain how the Smart Business Communications System (SBCS) is positioned to deliver UC to the small-medium business (SMB) market. Finally, they discuss the process of provisioning the UC500 Series for Small Business.<BR/><BR/><BR/>This most excellent book has been written with both a real-world and certification-study approach at the same time. Perhaps more importantly, as you read through this great boo and study the configuration examples and exam tips, you will have a true sense of understanding of how you can deploy a VoIP system, while at the same time feeling equipped to pass the CCNA Voice certification exam.

    Was this review helpful? Yes  No   Report this review
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    Posted May 9, 2009

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