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VF - Voice Foundations for Cisco Collaboration (VFCC)

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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.



The first day of this course will begin with a generic discussion of telephony concepts (PBX’s, ACD’s, IVR’s, DS0’s, T-1, T-3, etc.) and will incorporate an overview of the basic components used in the Cisco Enterprise and Express Contact Center environments to facilitate this discussion. The next several days will be spent configuring the basic infrastructure of a telephony environment including Voice Gateways, SIP Proxy Servers, H.323 Gatekeepers, and Unified Communications Manager. By mid-week, students will have basic Inbound/Outbound dialing functionality configured for back-office users. The final days of this course will cover additional Dial-Plan related items including; Number translation (Translation Rules, Patterns), Telephony Class of Service (CSS/Partitions), and consideration of QOS and CAC. Along the way, we’ll install and use some of the support utilities used within the environment including the Dialed Number Analyzer (DNA) and the Real-Time Monitoring Tool (RTMT). By the end of this one-week class, the student will be better prepared to support the basic telephony environment used in most Collaboration environments.



VFCC is also an excellent pre-requisite to attending an advanced Contact Center Course (UCCX, DUCCE, and AUCCE 1 & 2, etc.). Students will be better prepared for advanced courses by taking VFCC and will learn more during their time in the advanced Contact Center courses if they first attend a VFCC course or have equivalent experience. This course will address the fundamentals of the Cisco Voice infrastructure including; Voice Gateways, Cisco Unified Communications Manager (CUCM) as well as the Call Signaling protocols and components used between these components (TDM, SIP, H.323, MGCP). The components and protocols discussed in this course are common to both the Contact Center Express and Enterprise environments. The goal of this course is to focus on the myriad of Trunk and Line side connections which will be used in the Contact Center environment - Express or Enterprise.

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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.
  • ICND is a highly recommended prerequisite for this course if you are new to the data world.

Detailed Class Syllabus


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 4: Off-Network (PSTN) Calling


TDM Trunk Considerations
The Importance of Binding
Depth with Dial-Peers
H.323
Can a Gateway be a Gatekeeper?
SIP
MGCP
Configure SIP Trunk to GW
Configure H.323 Trunk to GW
Consolidation of Trunks using Gatekeeper
Consolidation of Trunks using SIP Proxy
Configure MGCP

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