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 Spac.