Voice Foundations for Cisco Collaboration (VFCC)

Overview
Outline

About this Course

Voice Foundations for Cisco Collaboration (VFCC) from Sunset Learning Institute is designed for engineers or administrators who are: new to voice but experienced with data or; experienced in voice but new to Cisco Voice and; need a fundamental knowledge of Cisco Voice architecture solutions used in typical Voice Collaboration environments. In other words, if you only have 1 week of training to get up to speed on Voice Gateways and Cisco Unified Communications Manager, this class is for you - read on! VFCC combines elements from standard Cisco courses including CVOICE, CIPT, ICOMM and an introduction to Contact Center courses. The focus of this particular course is implementation of the Dial Plan across the Voice Gateway and CUCM environment. Heavy emphasis will be placed on Call Routing within the UC environment. Little time will be spent on Features of the telephony environment (for these topics consider attending CIPT1, CIPT2 or ACUCM). As an example, discussion and implementation of Gatekeepers and SIP Proxy servers are a part of VFCC, changing speed dials for your users is not (we’ll assume you can figure that out on your own). This course is a lab intensive course with lots of hands-on time spent working on the equipment; our goal is to make you a better administrator by making you a better engineer. Other courses are available from SLI that focus on more basic Administrative features and functions

Audience Profile

This course is intended for anyone supporting the dial-plan across any of the basic telephony components of the Cisco Contact Center (Express or Enterprise) environments including Voice Gateways, SIP Proxy, Gatekeeper and Unified Communications Manager. It is intended for engineers who are:

1.)New to Voice, but not new to Data or;
2.)Not new to Voice, but new to Cisco Voice and;
3.)Need a fundamental knowledge of basic Cisco Voice architecture solutions used in a Unified Communications environment, including anyone who will be working with Contact Center Express or Enterprise

At Course Completion

Upon completing this course, the learner will be able to meet these overall objectives:

Effectively configure and utilize Unified CM Device Pools and all the accouterments which accompany them.
Configure inbound/outbound Trunk functionality on Voice Gateway.
Configure VoIP functionality on Ingress/Egress Gateways including SIP, H.323 and MGCP.
Describe which Call Control Protocols are suitable for a given deployment and benefits of each.
Configure basic SIP Proxy and/or Gatekeeper functionality.
Configure corresponding Trunk type(s) in Unified CM including SIP, H.323 and MGCP.
Configure digit manipulation on Voice Gateways and Unified CM.
Implement telephony class-of-service using Calling Search Spaces and Partitions.
Implement Media Resources (MOH, XCODE) and deploy using MRG’s and MRGL’s.
Integrate Unified CM with LDAP.

Prerequisites

To fully benefit from this course, students should have the following prerequisite skills and knowledge:

Working data and/or voice background. In this course, the assumption is that you have experience in either the data world or the telephony world, and are now being asked to gain knowledge on Cisco Unified Communications, which combines both worlds.
Working knowledge of basic Call Center functionality.
ICND is a highly recommended prerequisite for this course if you are new to the data world.

Course Outline

Module 1: Basic Telephony Overview

Cisco Contact Center Overview
PBX functionality
ACD functionality
IVR/VRU functionality

Module 2: Unified Communications Manager

What is a Cluster?
Server Roles in the Cluster
Enabling Server Services
Deployment Models
Redundancy Deployment
CCE Resource sizing limitations
A/D Integration
Unified CM Navigation, tips and tricks
Device Pools and all that surround them!
Phones/DN’s
Using Auto-Registration to your advantage
Got CCX? Use TAPS
RTMT Overview
Diagnostic Framework/RTMT-Analysis Manager for the Contact Center

Module 3: On-Net Calling

Special Purpose VXML Gateways
IP vs. TDM Call Control Protocols overview
SIP vs. H.323 vs. MGCP
The Role of the IOS Voice Gateway
CUBE Gateways
DSP’s for the Gateway
Voice Cards for the Gateway
Traditional PSTN Gateways
Inter-Cluster Trunks
SCCP
SAF/CCD

Module 5: Advanced Dial Plan Considerations

Numbering Plan Type Considerations
Call Control Protocol Considerations
Modifying the numbering plan in Unified CM
Modifying the numbering plan on the Gateway
Voice Translation Rules on Gateway
Translating Unused DID block in Unified CM
Route Groups/Route Lists
What is Telephony Class of Service/Restriction
Line based CSS Considerations
TOD routing
Gateway/Trunk Considerations
Restrict inbound/outbound access using CSS/Partitions
What are Media Resources?
Software/Hardware Media Resources
MTP’s
Transcoders
Conference Bridges
MOH and MOH server considerations
Configuring Media Resources
MRG’s and MRGL’s

Module 6: CTI Deployment Considerations

Call Control Considerations for CCX/CCE
Dial-Plan Scale/Summarization with Gatekeeper/SIP Proxy
QOS/CAC Considerations
CTI Manager Service
CTI Route Points
AXL accounts
CTI Ports
Monitoring Contact Center Resources
What is the Diagnostic Framework (DF)??
Diagnostic Framework Portico
Unified System CLI
Analysis Manager via RTMT

Labs:

Lab 1-1: Explore the Lab Environment
Lab 2-1: Initial Unified CM Configuration
Lab 2-2: Device Pools and Initial Phone Registration
Lab 2-3: Enable DNA, Install RTMT
Lab 3-1: Unified CM Trunking with Intercluster Trunks (ICT’s) and SIP Trunks
Lab 3-2: Unified CM Trunking with SIP Proxy
Lab 3-3: Service Advertisement Framework - Call Control Discovery (SAF/CCD)
Lab 4-1: Implement MGCP Gateways
Lab 4-2: Configure Digital Voice Interfaces (ISDN PRI T-1) for H.323 and SIP
Lab 4-3: Implement H.323
Lab 4-4: Implement SIP
Lab 5-1: Digit Manipulation and Least-Cost-Routing
Lab 5-2: Media Resources
Lab 5-3: Calling Privileges
Lab 6-1: Active Directory integration via LDAP and Extension Mobility