Catalogue > Courses

Prerequisites

A fundamental understanding of: Basic working knowledge of a computer and experience installing software onto a PC, Basic understanding of network connectivity, Linux Server experience, Understanding of how network devices get subnet and IP addressing information, VLAN routing and configuration, TCP networking, Configuration of dial-peers on H.323 voice-enabled routers, Basic route plan construction, Cisco IOS and Catalyst OS command line basics, IOS Configuration, Knowledge of Telephony Application Programming Interface (TAPI) and Java Telephony Application Programming Interface (JTAPI) (optional), Obtained a Cisco Certified Network Associate (CCNA) or equivalent knowledge.

Who should attend?

This course is intended for personnel within a multi channel call centre environment who will have day-to-day interaction with the ICM products from Cisco.

• Channel Partners
• Resellers
• Employees
• Customers

What you will learn

After completing this course, the student should be able to:

• Deploy a Cisco CallManager 5.0 server in a cluster using a supported IP telephony deployment model.
• Perform platform and general administration, and implement disaster recovery
• Deploy SCCP and SIP endpoints in a Cisco CallManager 5.0 cluster
• Deploy a dial plan consisting of gateways, trunks, route plan elements, hunt groups, partitions, and calling search spaces
• Implement multiple site deployments with fallback telephony services in the remote branches, call admission control over the WAN bandwidth, and automated call rerouting through the PSTN when the WAN bandwidth is insufficient.
• Configure Cisco CallManager to enable end-user features and services

Course content

• Course Introduction
• Establish an On-Cluster Call
• Components of Cisco IP Communications
• Cisco CallManager Cluster and Deployment Options
• Set up Cisco CallManager
• Cisco catalyst Switches
• Cisco IP Phones
• Add Phones and Other Endpoints
• Cisco IP Telephony Users
• Cisco Bulk Administration Tool
• Add Users
• Establish an Off-Cluster Call
• Telephony Class of Service
• Configuring a Telephony Class of Service for Devices
• Route Plan Basics
• Building Basic Route Plans
• Advanced Route Plans
• Cisco Access Gateways
• Configure Complex Route Plans
• Call Admission Control and Survivable Remote Site Telephony
• Configure Call Admission Control and Survivable Remote Site Telephony
• Enable Features for Users
• Media Resources
• Configure Media Resources
• Softkey Template
• Features, Configure IP Phones
• Cisco CallManager Attendant Console
• Cisco IP Softphone
• Cisco Voice over IP Integrated Applications
• Enabling Video Calling and Conferencing
• Cisco Video Telephony Solution Components
• Configuring CallManager for Video
• Configuring a Dial Plan for Video Telephony
• Securing IP Communications
• Principles of IP Communications Security
• Authentication and Encryption Fundamentals
• Operating System and CallManager
• Secure Administration HTTPS
• MS Windows IPsec
• CallManager Hardening
• Monitoring and Managing IP Communications
• Internal Server Tools
• Tools and Accounts
• Database Services
• Command-Line Tools
• Cisco CallManager Serviceability
• Real-Time Monitoring Tool
• Call Detail Records
• Directory Enhancements