Fastlane Cisco Collaboration Brochure 2012

Further Collaboraon courses, dates and online registraon: www.flane.com

Cisco Training 2012 Collaboration

Cisco Unified Communications Cisco CCIE 360 Voice Cisco Unified MeetingPlace Cisco Digital Media Suite Cisco TelePresence Tandberg TelePresence Cisco Unified Contact Center

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2 Further Collaboraon courses, dates and online registraon: www.flane.com

HIGH-END IT TRAINING AND CONSULTING The performance and future viability of your companys IT infrastructure hinges on the abilities of the people who run your systems. We provide basic-to-advanced training in high-end technology, honing your peoples skills and driving their professional develop-ment to benefit your company. Unified communications, video, security and VPN, virtualisation and data centres, wire-less networking, optical technologies, cloud services Fastlane has the consultants and training capabilities to meet all your demands in each of these specialised fields. Affording you insight into our training program for this year, this 2011 catalogue is here to help you put together an IT qualification programme tailored to your needs. Fastlane offers training around the globe and youll find our classrooms in more than 60 countries on all continents. The recipe for our success: Everything we do, we do to satisfy your highest standards for quality in training and our comprehensive evaluation system ensures we live up to these expectations. When you sign up for a Fastlane class, rest assured you will benefit from hands-on training with the latest devices utiliz-ing state-of-the-art labs. Our experienced training specialists will be happy to help you put together a training plan geared precisely to your needs, providing all the insight IT professionals need to make the most of current and forward-looking IT technologies. We look forward to working with you.

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Introduction to Fast Lane

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Table of Contents CISCO CERTIFICATION PATHWAYS

Cisco Certification Path .................................................................................................................................................... 4 CISCO UNIFIED COMMUNICATIONS

Introducing Cisco Voice and Unified Communications Administration v8.0 (ICOMMv8) ............................................... 5 Integrating Cisco Unified Communications Applications v8.0 (CAPPSv8) ..................................................................... 5 Implementing Cisco Voice Communications and QoS v8.0 (CVOICEv8) ...................................................................... 6 Troubleshooting Cisco Unified Communications v8.0 (TVOICEv8) ............................................................................... 6 Implementing Cisco Unified Communications Manager, Part 1 v8.0 (CIPT1v8) ............................................................ 7 Implementing Cisco Unified Communications Manager, Part 2 v8.0 (CIPT2v8) ............................................................ 7 Administering Cisco Unified Communications Manager v8.0 (ACUCM) ......................................................................... 8 Implementing Cisco Unified Communication Manager v7.0 (UCM70) ............................................................................ 9 Cisco Unified Presence Design and Implementation (PRSDI) ........................................................................................ 9 Implementing Cisco Quality of Service v2.3 (QOS) ......................................................................................................... 10 Implementing Unified Communications Security (IUCS) ................................................................................................. 10 Implementing Cisco Unified Messaging (IUM) ................................................................................................................. 11 Administering Cisco Unified Messaging v5.0 (AUM) ....................................................................................................... 11 Implementing Cisco Unity Connection (IUC) ................................................................................................................... 11 Cisco Unity Design and Networking (CUDN) ................................................................................................................... 12 Cisco Unified Communications Architecture and Design (UCAD) ................................................................................... 12 CISCO CCIE 360 VOICE

CCIE 360 Voice - ILT Workshop 1 (CIEV1) .................................................................................................................... 13 CCIE 360 Voice - ILT Workshop 2 (CIEV2) .................................................................................................................... 13 CISCO MEETING PLACE

Designing Cisco Unified MeetingPlace Solutions (DMPS) .............................................................................................. 14 Implementing Cisco Unified MeetingPlace Solutions (IMPS) .......................................................................................... 14 CISCO DIGITAL MEDIA SUITE

Digital Media Systems (DMS) ......................................................................................................................................... 15 Cisco Academy of digital signage (ADS) ........................................................................................................................ 15 CISCO TELEPRESENCE

Implementing Cisco TelePresence Solutions Immersive (ITSI) / TelePresence Boot Camp (TPBOOT) ........................ 16 Implementing Cisco Telepresence Solutions (ITS) ........................................................................................................ 17 Physical Installation of Cisco TelePresence Systems (PITS) .......................................................................................... 17 TANDBERG TELEPRESENCE

Implementing Express TelePresence Video Solutions (PAIETVS) ................................................................................. 18 Implementing Advanced TelePresence Video Solutions Part 1 (PAIATVS1) ................................................................. 19 Implementing Advanced TelePresence Video Solutions Part 2 (PAIATVS2) ................................................................. 19 Installing TelePresence Video Immersive Solutions (PAITVIS) ...................................................................................... 20 Implementing Cisco Unified Communications Manager for Cisco TelePresence Video v1.0 (PAIUCMTV) ................... 20 CISCO UNIFIED CONTACT CENTER

Unified Contact Centre Express and Unified IP IVR Deployment (UCCXD) ................................................................... 21 Unified Contact Centre Express Advanced (UCCXA) ..................................................................................................... 21 Implementing Cisco Unified E-Mail and Web Interaction Manager Enterprise v1.1 (UEIME) ........................................ 22 Cisco Unified Customer Voice Portal Implementation v7.0 (CVPI) ................................................................................. 22 Cisco Unified Contact Center Power Workshop (CUCCPW) / IPCC Boot Camp (IPCCBOOT) ..................................... 23


Widely respected throughout the world, Cisco Certifications substantiate the knowledge and skills of certified specialists. They rank among the most sought-after qualifications for internetworking professionals. Five Certification Levels: Cisco offers five levels of certification: from Entry and Associate, the basic levels of networking certification, to the advanced level of Professional, and up to Expert and Architect, the highest certification level for network specialists.

Cisco Certification Path


Introducing Cisco Voice and Unified Communications Administration (ICOMMv8) ID Duration ICOMM 5 Days

PREREQUISITES Interconnecting Cisco Network Devices 1 (ICND1) Interconnecting Cisco Network Devices 2 (ICND2) COURSE OBJECTIVES Upon completing this course, the learner will be able to meet these overall objectives: Describe the components of a Cisco Unified Communications

solution and identify call signaling and media stream flows Provide an overview of administrator and end-user interface

options in Cisco Unified Communications Manager, Cisco Uni-fied Communications Manager Express, Cisco Unity Express, Cisco Unity Connection, and Cisco Unified Presence

Understand call flows in Cisco Unified Communications Man-ager and Cisco Unified Communications Manager Express

Perform endpoint and end-user administration tasks in Cisco Unified Communications Manager and Cisco Unified Commu-nications Manager Express

Describe the telephony features supported in Cisco Unified Communications Manager and Cisco Unified Communications Manager Express

Administer users in Cisco Unity Connection and Cisco Unified Presence, and enable the most commonly used features for both applications

Describe how to maintain a Cisco Unified Communications solution

COURSE CONTENT Introducing Cisco Voice and Unified Communications Administra-tion (ICOMM) v8.0 teaches learners how to maintain and operate a Cisco Unified Communications solution that is based on Cisco Unified Communications Manager, Cisco Unified Communications Manager Express, Cisco Unity Connection, and Cisco Unified Presence. This course provides the learners with the knowledge and skills to achieve associate-level competency in Cisco Unified Communications. This course introduces the architecture, components, functionali-ties, and features of Cisco Unified Communications solutions and describes how daily job tasks, such as system monitoring, moves, adds, and changes are performed on Cisco Unified Communica-tions Manager, Cisco Unified Communications Manager Express, Cisco Unity Connection, and Cisco Unified Presence. This course contains: Overview of Cisco Unified Communications Solutions Overview of Administrator and End-User Interfaces Call Flows in Cisco Unified Communications Manager and

Cisco Unified Communications Manager Express Endpoint and End User Administration Enablement of End User Telephony and Mobility Features Enablement of Cisco Unity Connection and Cisco Unified Pres-

ence Cisco Unified Communications Solutions Maintenance

PREREQUISITES Introducing Cisco Voice and Unified Communications Admin-

istration (ICOMMv8) COURSE OBJECTIVES Upon completion of this course, you should be able to: Explain what a voice gateway is, how it works, and describe its

usage, components, and features Describe the characteristics and configuration elements of

VoIP call legs Describe how to implement IP phones using Cisco Unified

Communications Manager Express Describe the components of a dial plan and explain how to

implement a dial plan on a Cisco Unified voice gateway Explain what gatekeepers and Cisco Unified Border Elements

are, how they work, and what features they support Describe why QoS is needed, what functions it performs, and

how it can be implemented in a Cisco Unified Communications network

COURSE CONTENT Implementing Cisco Voice Communications and QoS (CVOICE) v8.0 teaches learners about voice gateways, characteristics of VoIP call legs, dial plans and their implementation, basic imple-mentation of IP phones in Cisco Unified Communications Manager Express environment and essential information about gatekeepers and Cisco Unified Border Element. The course provides the learn-ers with voice-related QoS mechanisms that are required in Cisco Unified Communications networks. This course contains: Introduction to Voice Gateways VoIP Call Legs Cisco Unified Communications Manager Express Endpoints

Implementation Dial Plan Implementation Gatekeeper and Cisco Unified Border Element Implementation Quality of Service

Cisco Unified Communications

Implementing Cisco Unified Communications Voice over IP and QoS (CVOICEv8) ID Duration CVOICE 5 Days



istration (ICOMMv8) COURSE OBJECTIVES Upon completion of this course, you should be able to: Describe voice-mail integration options and requirements Implement Cisco Unity Connection in a Cisco Unified Commu-

nications Manager deployment Describe how to implement Cisco Unity Express in a Cisco

Unified Communications Manager Express deployment Implement voice-mail networking using VPIM Implement Cisco Unified Presence and Cisco Unified Personal

Communicator

COURSE CONTENT Integrating Cisco Unified Communications Applications (CAPPS) v8.0 teaches you the integration options of Cisco Unified Pres-ence, Cisco Unity Express, and Cisco Unity Connection. It de-scribes voice messaging deployment scenarios, Cisco Unified Presence features, and troubleshooting mechanisms as well as Cisco Unified Presence and Cisco Unified Personal Communicator integration options with Cisco Unified Communications Manager. This course contains: Introduction to Voice Mail Cisco Unity Connection in a Cisco Unified Communications

Manager Environment Cisco Unity Express Implementation in Cisco Unified Commu-

nications Manager Express Environment Voice Profile for Internet Mail Implementation Cisco Unified Presence Implementation

PREREQUISITES The knowledge and skills that a learner must have before at-tending this course are as follows: Introducing Cisco Voice and Unified Communications Admin-

istration (ICOMMv8) Working knowledge of converged voice and data networks. Working knowledge of the MGCP, SIP, and H.323 and their

implementation on Cisco IOS gateways. Working knowledge of Cisco Unified Communications Manag-

er, Cisco Unified Communications features and applications, and Cisco IOS voice gateways in a single-site and multisite environment

COURSE OBJECTIVES After completing this course the delegate will be able to: Describe a systematic methodology to troubleshoot Cisco Uni-

fied Communications solutions Isolate and troubleshoot reported issues that relate to Cisco

Unified Communications Manager Diagnose a call setup issue and resolve the issues as you dis-

cover or reveal them, given a trouble call for which the source of the problem is unknown

Solve the common issues of an SAF-enabled network and CCD

Troubleshoot issues that are related to Cisco Unified Commu-nications Manager features and applications

Troubleshoot voice quality issues and issues that are related to media resources

COURSE CONTENT Troubleshooting Cisco Unified Communications (TVOICE) v8.0 prepares network professionals with the knowledge and skills that are required to troubleshoot Cisco Unified Communications sys-tems and solutions in enterprise, midmarket, and commercial de-ployments in single-site and multisite environments. The course teaches troubleshooting methodology, triage, resources, tools, and fixes at the integrated system or solution level for Cisco Unified Communications Manager. This course contains: Introduction to Troubleshooting Cisco Unified Communications

Solutions Cisco Unified Communications Manager Troubleshooting Troubleshooting Call Setup Issues SAF and CCD Issues Troubleshooting Cisco Unified Communications Manager Fea-

tures and Application Issues Voice Quality and Media Resources Issues

Integrating Cisco Unified Communications Applications (CAPPSv8) ID Duration CAPPS 5 Days


Troubleshooting Cisco Unified Communications (TVOICEv8) ID Duration TVOICE 5 Days


PREREQUISITES Implementing Cisco Unified Communications Voice over IP

and QoS (CVOICE 8) Integrating Cisco Unified Communications Applica-

tions (CAPPSv8) COURSE OBJECTIVES Upon completion of this course, you should be able to: Describe Cisco Unified Communications Manager, including its

functions, architecture, deployment and redundancy options, and how to install or upgrade

Perform Cisco Unified Communications Manager initial config-uration and user management

Configure Cisco Unified Communications Manager to support on-cluster calling

Implement PSTN access in Cisco Unified Communications Manager and to build a dial plan in a single-site Cisco Unified Communications Manager deployment

Implement Cisco Unified Communications Manager media resources

Implement Cisco Unified Communications Manager features and applications

COURSE CONTENT Implementing Cisco Unified Communications Manager, Part 1 (CIPT1) v8.0 prepares you for implementing a Cisco Unified Com-munications Manager solution at a single-site environment. This course focuses primarily on Cisco Unified Communications Man-ager version 8.0, which is the call routing and signaling component for the Cisco Unified Communications solution. You will perform post-installation tasks, configure Cisco Unified Communications Manager, implement Media Gateway Control Protocol (MGCP) and H.323 gateways, and build dial plans to place on-net and off-net phone calls. You will also implement me-dia resources, IP Phone Services, Cisco Unified Communications Manager native presence, and Cisco Unified Mobility. This course contains: Introduction to Cisco Unified Communications Manager Administering Cisco Unified Communications Manager Enabling Single-Site On-Net Calling Single-Site Off-Net Calling Media Resources Feature and Application Implementation


Implementing Cisco Unified Communications Manager, Part 1 (CIPT1v8) ID Duration CIPT1 5 Days

PREREQUISITES Implementing Cisco Unified Communications Manager, Part

1 (CIPT1v8) COURSE OBJECTIVES Upon completion of this course, you should be able to: Describe multisite deployment issues and solutions, and de-

scribe and configure required dial plan elements Implement call-processing resiliency in remote sites by using

Cisco Unified SRST, MGCP fallback, and Cisco Unified Com-munications Manager Express in Cisco Unified SRST mode

Implement bandwidth management and CAC to prevent over-subscription of the IP WAN

Implement Device Mobility and Cisco Extension Mobility Describe and implement CCD deployments

COURSE CONTENT Implementing Cisco Unified Communications Manager, Part 2 (CIPT2) v8.0 prepares you for implementing Cisco Unified Com-munications solution in a multisite environment. It covers global-ized call routing, Cisco Service Advertisement Framework (SAF) and Call Control Discovery (CCD), tail-end hop-off (TEHO), Cisco Unified Survivable Remote Site Telephony (SRST), and mobility features such as Cisco Device Mobility and Cisco Extension Mobil-ity. You will apply a dial plan for a multisite environment including TEHO, configure survivability for remote sites during WAN failure and implement solutions to reduce bandwidth requirements in the IP WAN. You will also enable Call Admission Control (CAC) in-cluding Session Initiation Protocol (SIP) Preconditions and auto-mated alternate routing (AAR). This course contains: Multisite Deployment Implementation Centralized Call-Processing Redundancy Implementation Bandwidth Management and CAC Implementation Implementation of Features and Applications for Multisite De-

ployments CCD

Implementing Cisco Unified Communications Manager, Part 2 (CIPT2v8) ID Duration CIPT2 5 Days


PREREQUISITES To fully benefit from this course, it is recommended that you have the following prerequisite skills and knowledge: Working knowledge of Microsoft Windows 2000 / XP Working knowledge of Microsoft Exchange or Lotus Domino

messaging environment Working knowledge of the features and benefits of a PBX

(CallManager preferred) Basic IP telephony concepts COURSE OBJECTIVES Administering Cisco Unified Communications Manager (ACUCM) teaches administrators how to perform the most frequently re-quested administrative tasks for Cisco Unified Communications Manager, and IP phone installations. The course will provide the skills and knowledge necessary to handle the addition of users, changing of user preferences, basic phone installation, and all the day-to-day management needs that are associated with IP teleph-ony system. The course lecture is based on Cisco Unified Com-munications Manager 7.0.

After completing this course, the student will be able to: Select, connect, and configure the various Cisco IP telephony

devices. Configure Cisco Unified Communications Manager to add us-

ers and phones to the Cisco Unified CM database using manu-al configuration, auto registration, or the Bulk Administration Tool.

Configure Cisco Unified Communications Manager to enable features and services to include conferencing, music on hold, speed dials, Call Park, Call Pickup, Cisco Call Back, Barge, Privacy and Cisco IP Phone Services.

Describe the minimum hardware requirements necessary for a particular unified communications component system.

List the minimal set of features of integration between a tele-phone switch and a Cisco Unity voice mail.

Correctly identify the standard features of a Cisco Unity sys-tem.

Correctly identify the standard features of a Personal Assistant system.

Efficiently manage the account over the telephone and using the desktop tools, ViewMail for Outlook, and Active Assistant.

Efficiently manage the account using both the telephone and the desktop tools provided.

Organize them in the correct order according to best practices. Correctly choose whether to make them an Internet subscriber

or a Unity subscriber. Create and use Internet Subscribers.

COURSE CONTENT Introduction to IP Telephony Exploring IP Telephony Describing the Cisco Unified Communications Manager De-

ployment Models Defining the CUCM Basic Configuration Logging into Cisco Unified Communications Manager Configuring the Cisco Unified Communications Manager Serv-

er Describing Multilevel Administration Configuring the Disaster Recovery System: Backup and Re-

store Procedures Preparing for Phone Registration Configuring Cisco Unified Communications Manager System

Parameters Supporting Cisco IP Phones Exploring Phone Registration and IP Phone Communications Configuring a Basic Route Plan Exploring Gateways Creating a Route Plan Discovering Route Filters and Digit Manipulation Configuring Route Filters and Translation Patterns Understanding Digit Manipulation Exploring Class of Control Defining Class of Control Configuring Advanced Class of Control Features Explaining CAC and SRST Understanding CAC Exploring SRST Understanding Media Resources Explaining Media Resources Exploring Media Resource Management Describing Cisco Unified Communications Manager Features Understanding Basic Cisco Unified Communications Manage-

ment Features Exploring Hunt Groups Describing Phone Services Exploring Moves, Adds, Changes, and Administration Understanding Phone Moves, Adds, and Changes Describing User Configuration Utilising the Cisco Unified Communications Manager BAT


Administering Cisco Unified Communications Manager (ACUCM) ID Duration ACUCM 3 Days



1 (CIPT1v8) Implementing Cisco Unified Communications Manager, Part

2 (CIPT2v8) COURSE OBJECTIVES Implementing Cisco Unified Communications Manager Version 7.0 Features (UCM70) is designed to provide learners with necessary knowledge and skills to install and upgrade Cisco Unified Commu-nications Manager version 7 and to implement the new features introduced with this new release in large, multisite Cisco Unified Communications Manager deployments.

COURSE CONTENT The course outline is as follows: Overview of Cisco Unified Communications Manager Release

7.0 Overview of Installation Options Cisco Unified Communications Manager v7 Migration from v5

and v6 Migration from Cisco Unified CallManager v4 to v7 New Features in Cisco Unified Communications Manager Re-

lease 7.0 Overview of New Features in Cisco Unified Communications

manager v7.0 E.164 Support Global transformations Local route Groups Configuring Unified Mobility Enhancements in Cisco Unified

Communications Manager v7.0

PREREQUISITES Working knowledge of converged voice and data networks. Working knowledge of MGCP, SIP, and H.323 and their imple-

mentation on Cisco IOS gateways. Ability to configure and operate Cisco Unified Communications

Manager. COURSE OBJECTIVES Cisco Unified Presence Design and Implementation (PRSDI) v6.0 is a 3-Day course that prepares you for installing and configuring a Cisco Unified Presence Release 6.0. It also includes integration options with other Cisco Unified Com-munication products as well as third-party presence solutions, including Microsoft Live Communication Server, Microsoft Office Communications Server, and IBM Lotus Sametime. Finally it presents deployment and maintaining options.

COURSE CONTENT The course contains these components: Evaluating Course Introduction Presence Overview Cisco Presence Cisco Unified Communications Manager Presence Cisco Unified Communications Manager Express Presence Design Cisco Unified Presence Design Cisco Unified Presence Server Cisco Unified Presence Deployment Models Design Cisco Unified Presence Security Cisco Unified Personal Communicator Cisco IP Phone Messenger Application Integrate with Cisco Unified Presence Cisco Unified Presence Interoperability Cisco Product Integration Third-Party Presence Server Integration Deploy Cisco Unified Presence Installing Cisco Unified Presence Cisco Unified Communications Manager Configuration Cisco Unified Presence Configuration Microsoft Integration IBM Lotus Sametime Integration Maintain Cisco Unified Presence Cisco Unified Presence Serviceability Operating System Administration Disaster Recovery


Implementing Cisco Unified Communications Manager V 7.0 Features (UCM70) ID Duration UCM70 3 Days

Cisco Unified Presence Design and Implementation (PRSDI) ID Duration PRSDI 3 Days


PREREQUISITES Interconnecting Cisco Network Devices 1 (ICND1) Interconnecting Cisco Network Devices 2 (ICND2) COURSE OBJECTIVES The Implementing Cisco Quality of Service (QOS) v2.0 course provides students with in-depth knowledge of IP QoS require-ments, conceptual models using Differentiated Services (DiffServ), Integrated Services (IntServ) and Best Effort (over provisioning), and the implementation of IP QoS on Cisco IOS switch and router platforms. The curriculum covers the theory of IP QoS, design issues, and configuration of various QoS mechanisms to facilitate the creation of effective administrative policies providing QoS. Case studies and lab exercises included in the course help stu-dents to apply the concepts mastered in individual modules to real-life scenarios. The course also gives students design and usage rules for various advanced IP QoS features and the integration of IP QoS with underlying Layer 2 QoS mechanisms, allowing them to design and implement efficient, optimized, and trouble-free multi-service networks.

After completing this course, students will be able to: Given a converged network, explain the need to implement

Quality of Service (QoS) and explain methods for implement-ing and managing QoS

Given a converged network, identify and describe different models used for ensuring QoS in a network and explain key IP QoS mechanisms used to implement the models

Given a converged network, explain the use of MQC and Au-toQoS to implement QoS on the network

Given a converged network and a policy defining QoS require-ments, successfully classify and mark network traffic to imple-ment the policy.

COURSE CONTENT The course outline is as follows: Introduction to IP QoS The Building Blocks of IP QoS Introduction to Modular QoS CLI and Auto-QoS Classification and Marking Congestion Management Congestion Avoidance Traffic Policing and Shaping Link Efficiency Mechanisms QoS Best Practices


istration (ICOMMv8) Implementing Cisco Unified Communications Voice over IP

and QoS (CVOICE 8) Implementing Cisco Unified Communications Manager, Part


1 (CIPT1v8) COURSE OBJECTIVES Implementing Unified Communications Security (IUCS) v1.0 pre-pares you for installing, configuring, and maintaining security on a Cisco Unified Communication solution. This 5-Day course focuses primarily on enabling security on Cisco Unified CallManager 5.0 and its components and applications . After completing this course, students will be able to: Identify different type of threats and attacks of Unified Commu-

nication infrastructure Identify different type of Layer 2 threats and attacks as well as

configure Cisco Catalyst Switch to prevent these attacks Identify different type of Layer 3 threats and attacks as well as

configure Cisco ASA Firewall to prevent these attacks

Deploy and enable Secure mode for Cisco Unified CallManag-er

Implementing Cisco IP phone security Implementing Cisco IOS voice gateway security Implementing security for intercluster communication Implementing Cisco Unified SRST for remote site failover Implementing V3PN (Voice and Video Virtual Private Network) Securing H.323 and SIP internetworking using IP-IP Gateway Implementing security for Unified Communication Application

such as Cisco Unified MeetingPlace, Cisco Unified Meeting-Place Express, Cisco Unity Express and Cisco Unity

COURSE CONTENT The course contains these components: Course Introduction Introduction to Unified Communications Security Implementing Infrastructure Security Securing Single Site Deployments Securing Multi-site Deployments Securing VoIP Internetworking Securing Unified Communication Applications


Implementing Cisco Quality of Service (QOS) ID Duration QOS 5 Days

Implementing Unified Communications Security (IUCS) ID Duration IUCS 5 Days


PREREQUISITES Prerequisite for this course is a sound understanding of Mi-

crosoft Windows Server and Microsoft Exchange. COURSE OBJECTIVES The aim of the Administering Unified Messaging (AUM) v5.0 course is to produce competent administrators of the Cisco Unity product v5.0 and later. By the end of this course, learners will be able to perform system setup and customization; add, delete, and modify subscribers; and monitor and maintain the Cisco Unity sys-tem. The class partially prepares a learner to take the Unified Communication for System Engineers exam (642-105).

COURSE CONTENT The course outline is as following: Course Introduction: Cisco Unified Communications System Hardware Cisco Unified Communications System Software Cisco Unity Connection overview Cisco Unified Communications Integrations Unified Communications Networking Unified Communications Maintenance and Utilities

PREREQUISITES Solid understanding of Microsoft Windows, Microsoft Ex-

change, or IBM Lotus Domino. Ability to competently program at least one telephone switch-

ing equipment (i.e., Cisco CallManager, NEC NEAX 2000 or 2400, Avaya Definity series, etc.

COURSE OBJECTIVES Implementing Cisco Unified Messaging (IUM) v5.0, formerly Cisco Unified Communications System Engineer (UCSE) provides stu-dents with best practice information on how to administer, install, configure, operate, and maintain a Cisco Unity system in either a stand-alone voice mail or unified messaging environment, as well lessons on Cisco Unity Connection.

IUM is a 5-day instructor-led (ILT) course with hands-on lab activities. It is one of two courses recommended for individu-als seeking qualification for the Cisco Unity Support Speciali-zation. COURSE CONTENT The course contains these components: An Overview of a Cisco Unified Communications System Unity Connection Cisco Unified Communications General Setup Unified Communications Subscribers: A Complete Reference Unified Communications System Monitoring and Maintenance


Implementing Cisco Unified Messaging (IUM) ID Duration IUM 5 Days

Administering Cisco Unified Messaging (AUM) ID Duration AUM 2 Days

PREREQUISITES Basic networking, voice and unified messaging skills or experi-

ence. COURSE OBJECTIVES This course is designed to provide the learner with the knowledge to implement, integrate, and administer and manage Cisco Unity Connection release 7.0. This course prepares the learners for these tasks by meeting the following objectives: Review Cisco Unity Connection Basics Install Cisco Unity Connection Integrate, Troubleshoot, and Monitor Cisco Unity Connection Migration from Cisco Unity to Cisco Unity Connection Configure Cisco Unity Connection Global System Operating

Parameters Configure Cisco Unity Connection User and Group Operation

COURSE CONTENT The course outline is as following: Course Introduction Cisco Unity Connection Basics Installation of Cisco Unity Connection Integrating, Troubleshooting, and Monitoring Cisco Unity Con-

nection Migration to Cisco Unity Connection Using COBRAS Configuration of Cisco Unity Connection Global System Oper-

ating Parameters Configuration of Cisco Unity Connection User Operation

ID Duration IUC 4 Days

Implementing Cisco Unity Connection 8.0 (IUC)


PREREQUISITES Interconnecting Cisco Network Devices 1 (ICND1) Interconnecting Cisco Network Devices 2 (ICND2) Designing for Cisco Internetwork Solutions (DESGN) COURSE OBJECTIVES The Cisco Unified Communications Architecture and Design course addresses the breadth of technical issues surrounding the design of Voice over Data networks and explains a methodology that brings order to approaching the problems faced by planners and designers. It teaches the assessment of the current network, Cisco methodology for implementing Voice over Data networks, and how to design sustainable and appropriate implementations. The 5-day course culminates in an intensive lab exercise to apply the concepts, recommendations and calculations to design an Enterprise Unified Communications solution with emphasis on LAN and WAN based call control systems that can be implement-ed and maintained cost-effectively. Given an existing data net-work, design a voice network solution overlay based on the use of Ciscos Unified Communications products according to the SRND and Cisco best practices.

COURSE CONTENT The course outline is as follows: Course Introduction Overview of Cisco Unified Communications solution compo-

nents Designing the LAN for a Cisco Unified Communications solu-

tion Designing the WAN for a Cisco Unified Communications solu-

tion Designing the Call Control component of a Cisco Unified Com-

munications

PREREQUISITES Learners should have completed the Unified Communications Sys-tem Engineer (Unity) and Cisco IP Telephony (CallManager) courses and understand the product installation and configuration procedures for deploying those solutions. Microsoft skills in Active Directory, SQL, Exchange and Windows 2000 and Windows 2003 are also recommended. COURSE OBJECTIVES Cisco Unity Design and Networking (CUDN) is an advanced course for engineers responsible for the design of sustainable complex Unity solutions based upon customer requirements. Upon completion of this course, you should have a higher degree of confidence that the designs you provide for your customers meet the criteria of being sustainable and reducing post-deployment support requirements.

COURSE CONTENT After completing this course the student should be able to: Explain the impact of different messaging environments

(Domino / MS) upon a Unity design. Design a large voicemail solution. Network Unity with legacy voicemail systems. Explain approved Cisco Unity deployment models. Apply a repeatable design methodology. Design solutions that meet specific customer needs. Design solutions that interoperate with legacy voicemail sys-

tems.


Cisco Unified Communications Architecture and Design (UCAD) ID Duration UCAD 5 Days

Cisco Unity Design & Networking (CUDN) ID Duration CUDN 4 Days






2 (CIPT2v8) Troubleshooting Cisco Unified Communications Voice over IP

and QoS (TVOICE 8) COURSE OBJECTIVES Upon completing the CIEV-1 course, students should be able to meet these objectives: Describe the Cisco 360 Learning Program for CCIE Voice

Blended Learning approach Describe the CCIE-level problem-solving approach to core

technologies task analysis Describe the CCIE-level problem-solving approach to dial plan

task analysis Describe the CCIE-level problem-solving approach to media

resources task analysis Describe the CCIE-level problem-solving approach to QoS

task analysis Identify next steps in CCIE Voice Lab Exam preparation

Describe the CCIE-level problem-solving approach to voice

applications task analysis COURSE CONTENT Cisco 360 CCIE Voice Advanced Workshop 1 (CIEV-1 v1.0) teaches students how to use an expert-level problem-solving pro-cess, including options analysis, to support complex Cisco Unified Communications technologies and topologies. The course is part of a blended learning curriculum that aids stu-dents in preparation for the CCIE Voice Lab Exam. CIEV-1 in-cludes two 8-hour Performance Assessment Labs. Hands-on lab exercises comprise about 60 percent of the course, and instructor-led lectures comprise about 40 percent.

Cisco CCIE 360 Voice

CCIE 360 Voice - ILT Workshop 1 (CIEV1) ID Duration ACS 3 Days





1 (CIPT1v8) Troubleshooting Cisco Unified Communications Voice over IP

and QoS (TVOICE 8) COURSE OBJECTIVES Upon completing the CIEV-2 course, students should be able to meet these objectives: Perform hands-on, expert-level multitopic labs that are 8 hours

long Have end-to-end expert-level strategies developed for the

CCIE Voice Lab Exam Perform expert-level task analysis and configuration for the full

range of Cisco Unified Communications topics that might be encountered in an actual production network

COURSE CONTENT Cisco 360 CCIE Voice Advanced Workshop 2 (CIEV-2 v1.0) teaches students how to use an expert-level problem-solving pro-cess, including options analysis, to support complex Cisco Unified Communications technologies and topologies. The course also allows students to refine their end-to-end test-taking strategies and methods by applying these strategies and methods to five labs on five consecutive days. This approach helps to refine both time- and stress-management techniques. CIEV-2 includes four 8-hour Performance Assessment Labs. Hands-on lab exercises comprise about 80 percent of the course, and instructor-led lectures comprise about 20 percent.

CCIE 360 Voice - ILT Workshop 2 (CIEV2) ID Duration CSMM 4 Days


Cisco Unified MeetingPlace

PREREQUISITES Have hands-on experience with MeetingPlace from having attended the following on-line courses: Cisco MeetingPlace Basic User (Web-based)(CMBU) Cisco MeetingPlace System Administrator (web-based)

(CMAD) COURSE OBJECTIVES To provide learners with skills to successfully design Cisco's rich-media conferencing solution appropriate for integration into a cus-tomer enterprise network. Identify MeetingPlace features, capacities and requirements to

consider when planning a comprehensive. Identify customer application, network, user and conferencing

requirement factors to consider when planning a MeetingPlace rollout.

Design a highly available, comprehensive MeetingPlace de-ployment plan, given specific customer environments and re-quirements.

COURSE CONTENT DMPS is a three-day instructor-led technical course that reviews and enforces the system architecture of MeetingPlace and how those components integrate into an enterprise network. Use of the MeetingPlace Configuration Tool and other tools in case studies and design scenarios will be emphasized to create solutions that meet common customer MeetingPlace deployment requirements.

PREREQUISITES Working knowledge of converged voice and data networks. Working knowledge of SIP, MGCP, and H.323 protocols and

their implementation on Cisco IOS gateways. Working knowledge of video basics Implementing Cisco Unified Communications IP Telephony

Part 1 (CIPT1) COURSE OBJECTIVES The course is a five-day instructor-led technical course providing in-depth coverage of how to install and configure the functional components of the Cisco MeetingPlace product in several deploy-ment models in an enterprise customer network. Learners become familiar with the inter-communication of key system components, system installation and configuration, troubleshooting, monitoring and debugging. Knowledge is reinforced by hand-on labs. COURSE CONTENT Understanding MeetingPlace Architecture and Hardware Understanding the MeetingPlace Solution Gathering Customer Information Implementing MeetingPlace Convergence Servers Implementing and Upgrading a MeetingPlace Media Server Understanding Media Server Components and Operations Installing and Configuring a Media Server Upgrading Media Server Hardware and Software Troubleshooting a Media Server

Implementing a MeetingPlace Control Server Installing and configuring a Control Server Configuring a SIP Gateway Configuring Outlook and SMTP Integration Configuring LDAP Integration Configuring Video Integration and Administration Implementing Localization Implementing MeetingPlace Web Conferencing Understanding MeetingPlace Web Conferencing Implementing MeetingPlace Web Conferencing Using the MeetingPlace Web User Interface Providing External Access to MeetingPlace Web Conferencing Upgrading or Uninstalling a Functioning MeetingPlace Web

Conferencing Installation MeetingPlace Integrations, Administration, and Maintenance Integrating Lotus Notes, Jabber and MOC Configuring PhoneView Using MeetingManager Backing-Up the Control Server Database Implementing a Highly Available Conferencing Solution Maintaining and Troubleshooting a Conferencing Solution Locating Documentation and Training Resources

Designing Cisco Unified MeetingPlace Solutions (DMPS) ID Duration DMPS 3 Days

Implementing Cisco Unified MeetingPlace Solutions (IMPS) ID Duration IMPS 5 Days


Cisco Digital Media Suite

PREREQUISITES Interconnecting Cisco Network Devices 1 (ICND1) Interconnecting Cisco Network Devices 2 (ICND2) COURSE OBJECTIVES After completing this course, students will have a thorough under-standing of the Cisco Digital Media Suite (DMS) with hands on ability to install, configure and troubleshoot the Digital Media Suite including Show and Share, Digital Signs and Cisco Cast. Through instructor led training and lab reinforcement with the MXE 3500, students will also be able to publish dynamic live & on-demand content for Show and Share and configure Digital Media Players with the use of Digital Media Manager.

COURSE CONTENT The Course Consists of the following: System Overview Components of the Digital Media Suite Scheduled Backup and Restore DMM Installation and Upgrade procedures DMP hardware overview Touchscreen support DMP Wi-Fi configuration RTSP support for Digital signs & Cisco Cast Cisco Signs Using DSM Proof of Play Digital Media Designer 2.0 DMP Local Storage DMS-CD LCD setup & configuration Show n Share upgrade and installation Show n Share Configuration Show n ShareViewers view Show n Share video creation and editing Show n Share Live events Integrating the MXE3500 Digital Media Encoder configuration DMS Authentication Options SNMP Management Content delivery with ACNS and WAAS

Digital Media Systems (DMS) ID Duration DMS 3 Days

PREREQUISITES Skilled in rich media content creation and video production Adobe Photoshop Adobe Illustrator Adobe Flash Adobe Premiere Adobe Dreamweaver COURSE OBJECTIVES Cisco Academy of Digital Signage (ADS) is a 2-day innovative education initiative that teaches media professionals how to create and optimize media content for digital signage. Cisco ADS pro-vides an instructor-led course to help develop the skills needed to produce digital signage for every market and customer.

COURSE CONTENT You will learn the following concepts during the two day course: Content Creation will highlight best practices for creating high-

definition, on-demand video, network-broadcasted and CCTV live video, multimedia and Web design, flash automations, still and animated images, text, dynamic content, and modular designs.

Content Management instruction will focus on content control, organization, playlisting, scheduling, digital signage manage-ment, content rights and administration.

Content Distribution will include best practices for content-delivery networking, store-and-forward, IP multicasting, content assessment, network and system readiness assessment, and streaming video (architecture, design and protocols).

If the attendee passes both the lab and written portions of the Exam they will become a Cisco Qualified Digital Signage Me-dia Professional.

Cisco Academy of Digital Signage (ADS) ID Duration ADS 2 Days


Cisco TelePresence

Implementing Cisco TelePresence Solutions Immersive (ITSI) / (TPBOOT) ID Duration IP-SYE2 5 Days



and QoS (CVOICE 8) Implementing Cisco Quality of Service (QOS) Implementing Cisco Unified Communications Manager, Part

1 (CIPT1v8) COURSE OBJECTIVES This TelePresence Power Workshop is a five-day, instructor-led course designed to help you prepare for the Cisco TelePresence Solutions Specialist certification, a professional-level certification for those specializing in the Cisco TelePresence field. The course provides a complete solution for the Cisco TelePresence Solutions Specialist curriculum. The course will provide you with a firm understanding of installa-tion to ongoing management. The TelePresence Power Workshop reinforces the instruction by providing hands-on labs. Upon completing this course, you will be able to meet these overall objectives: Describe a Cisco TelePresence solution and the technology

that makes it work Perform an RRA on a chosen Cisco TelePresence room to

validate its acceptability Assemble the Cisco TelePresence Systems 3000 and 3200

structure and perform verification testing and component con-figuration

Describe a Cisco TelePresence solution and the technology that makes it work

Describe and configure a Cisco TelePresence system endpoint Describe the Cisco TelePresence architecture Describe the extended features of Cisco TelePresence

COURSE CONTENT Module 1: Introduction to Cisco TelePresence Exploring the Cisco TelePresence Solution Exploring the Cisco TelePresence Environments Planning a Cisco TelePresence Room Design Module 2: Cisco TelePresence Planning and Assessment Managing the Project and Product Order Examining Room Readiness Requirements Examining the Basics of Acoustics Examining Lighting Basics Planning a Cisco TelePresence Room Design Module 3: Physical Assembly and Logistics Preparing for a Cisco TelePresence System Installation Assembling the Cisco TelePresence Systems 500, 1000, 1100,

,1300, 3000 and 3200 Installing Auxiliary Displays a Document Camera Wiring Tuning the Cisco TelePresence System Module 4: Cisco TelePresence Call Control Integrating Cisco TelePresence Endpoints with Cisco Unified

Communications Manager Examining the Cisco TelePresence User Interface Module 5: Cisco TelePresence Network Architecture Deploying a Cisco TelePresence Network Shaping and Policing Setting a QoS Policy Designing WAN and Branch QoS Policies Understanding the NPA Using the VSAA Module 6: Cisco TelePresence Extended System Features Understanding the Cisco TelePresence Multipoint Switch Understanding the Cisco TelePresence Multipoint Switch Exploring One-Button-to-Push Without Cisco TelePresence

Manager Examining Cisco TelePresence Interoperability Working with the Cisco TelePresence Recording Server Examining Intercompany Communications Examining Cisco TelePresence Security


PREREQUISITES Interconnecting Cisco Network Devices 1 (ICND1) Interconnecting Cisco Network Devices 2 (ICND2) Implementing Cisco Quality of Service (QOS) Implementing Cisco Unified Communications Manager Part 1

(CIPT1) COURSE OBJECTIVES Upon completing this course, you will be able to meet these overall objectives: Describe a Cisco TelePresence solution and the technology

that makes it work Describe and configure a Cisco TelePresence system endpoint Describe the Cisco TelePresence architecture Describe the extended features of Cisco TelePresence

COURSE CONTENT Implementing Cisco TelePresence Solutions (ITS) v1.0 is a four-day, instructor-led course designed to help you prepare for the Cisco TelePresence Solutions Specialist certification, a profes-sional-level certification for those specializing in the Cisco TelePresence field. The course is a component of the Cisco TelePresence Solutions Specialist curriculum. The course will provide you with a firm understanding of installa-tion to ongoing management. The Implementing Cisco TelePresence Solutions course reinforces the instruction by providing hands-on labs.

Implementing Cisco TelePresence Solutions (ITS) ID Duration ITS 4 Days

PREREQUISITES The knowledge and skills that a learner must have before at-tending this course are as follows: Basic computer literacy Basic Windows navigation skills Basic Internet usage skills Basic email usage skills COURSE OBJECTIVES Upon completing this course, the learner will be able to meet these overall objectives: Describe a Cisco TelePresence solution and the technology

that makes it work Perform an RRA on a chosen Cisco TelePresence room to

validate its acceptability Assemble the Cisco TelePresence Systems 3000 and 3200

structure and perform verification testing and component con-figuration

COURSE CONTENT Physical Installation of Cisco TelePresence Systems (PITS) v1.0 is a two-day instructor-led course designed to help you prepare for the Cisco TelePresence Solutions Specialist certification, a profes-sional-level certification for learners specializing in the Cisco TelePresence field. This course is a component of the Cisco TelePresence Solutions Specialist curriculum. The course is designed to give you a firm understanding of the physical installation of Cisco TelePresence units. The course reinforces the instruction by providing hands-on labs.

Physical Installation of Cisco TelePresence Systems (PITS) ID Duration PITS 2 Days

Cisco Telepresence


PREREQUISITES The knowledge and skills that a learner must have before attend-ing this course are as follows: Completed and passed the PATVSEE exam Completed the ELT component of the PAIETVS course COURSE OBJECTIVES At the end of the 2 day course students will be able to install and operate a basic a simple Cisco TelePresence network. Upon com-pleting this course, the learner will be able to meet these overall objective to put into practice the skills learnt within the online com-ponent of the course including: Installing , configuring and operating a Cisco TelePresence

C40 codec Configuring a Cisco TelePresence Video Communication

Server Configuring and operating a Cisco TelePresence MCU 4501 Configuring and operating a Cisco TelePresence Management

Suite

COURSE CONTENT Endpoints Cable up the C40 Codec Configure the C40 Codec Register the C40 Codec for SIP Test SIP calls Register the C40 Codec for H.323 and Interworking Test H.323 and Interworking calls Call Control Configuration of IP settings SIP domain and SIP configuration settings Configuration of H.323 and Interworking settings C40 Inbuilt multipoint and presentation capabilities Configuration backup MCU MCU Setup MCU Operation MCU backup Management Booking Monitoring Managing Systems Phone Books

Tandberg TelePresence

Implementing Express TelePresence Video Solutions (PAIETVS) ID Duration PAIETVS 2 Days

Cisco acquired TANDBERG in November 2009. Now as part of the Cisco Family TANDBERG offer a full range of TelePresence endpoints for immersive environments, con-ference rooms, individual desktops and home offices. Underlying their total solution are powerful infrastructure and management tools that allow users to communicate face-to-face with teams inside and outside of their organization.

Fast Lane Asia Pacific will be offering the new TelePresence ATP training across the Asia Pacific Region as Fast Lane has unrivalled experience in delivering Cisco Advanced Technology Provider (ATP) training to partners worldwide.


PREREQUISITES Completed and passed the PATVSEE exam Completed and passed the PATVSEA exam COURSE OBJECTIVES The Advanced TelePresence Video Solutions Part 1 course is designed to empower the partner with the capacity to install, con-figure, maintain and troubleshoot a Cisco TelePresence network so that 80% of all field activity is unassisted. Upon completing this course, the learner will be able to meet these overall objectives: Locate support documentation, install, operate, configure,

maintain, and troubleshoot Cisco TelePresence Codec C90 Describe Call Control protocols, install, configure basic regis-

tration capabilites, and troubleshoot Cisco TelePresence Video Communications Server (VCS).

Locate support documentation, install, operate, configure, maintain, and troubleshoot the Cisco TelePresence MCU range

Install, operate, configure, maintain, and troubleshoot the Cis-co TelePresence Management Suite (TMS).WLAN

COURSE CONTENT Endpoints C Series Operation, Documentation & Installation C Series Configuration, Maintenance & Troubleshooting Call Control Registration Protocols and VCS Installation VCS Basic Configuration Backup, Restore, Upgrade & Troubleshooting MCU MCU Setup, Configuration, Operations & Customization MCU Global Conference Settings MCU Upgrades, Backups & Troubleshooting Management Operation & Installation SQL Zones Permissions Troubleshooting

PREREQUISITES Implementing Advanced TelePresence Video Solutions

Pt1 (PAIATVS1) COURSE OBJECTIVES Upon completing this course, the learner will be able to meet these overall objectives: Recognize the MSE 8000 chassis and the corresponding

blades available including their function. Be able to operate a Cisco TelePresence Server to enable

mixed network calls between CTS and other Cisco TelePresence endpoints.

To be able to configure and operate a Cisco TelePresence Content Server

To be able to configure a Cisco TelePresence Video Commu-nication Server for subzones, zones, complex dial plans and security requirements

To be able to use the Cisco TelePresence Management Suite and Cisco TelePresence Communication Server to provision Movi and E20 systems

COURSE CONTENT Cisco TelePresence Server & Interoperability Protocol Cisco TelePresence MSE8000 & TelePresence Server TIP and Cisco Interoperation Support TelePresence Content Server Recording Features and Functions Configuration and Operation Extending TCS Functionality Call Control Registration, Security, Subzones, Zones & Traversal Zones Backups and Upgrades Call Policy, FindMe & Searches TAC Files Certificates, Presence & LDAP Authentication Calls to Unregistered Endpoints Regular Expressions ENUM and DNS Dialing Conference Factory Redundancy Provisioning Documentation & Provisioning User Accounts System Components, Configuration &Troubleshooting

Implementing Advanced TelePresence Video Solutions Part 1 (PAIATVS1) ID Duration PAIATVS1 5 Days

Implementing Advanced TelePresence Video Solutions Part 2 (PAIATVS2) ID Duration PAIATVS2 5 Days



PREREQUISITES Implementing Advanced TelePresence Video Solutions

Pt1 (PAIATVS1) Implementing Advanced TelePresence Video Solutions

Pt2 (PAIATVS2) COURSE OBJECTIVES Upon completing this course, the learner will be able to meet these overall objectives: Understand the features, benefits and operation of the Cisco

TelePresence T3 Install the main components of the Cisco TelePresence T3

system Configure the main components of the Cisco TelePresence T3

system Operate the Cisco TelePresence T3 system Troubleshoot the Cisco TelePresence T3 system

COURSE CONTENT The Installing TelePresence Video Immersive Solutions course is designed to empower the partner with the capacity to install, con-figure, maintain and troubleshoot a Cisco TelePresence Immer-sive solution so that 80% of all field activity is unassisted.

PREREQUISITES The knowledge and skills that a learner is recommended to have before attending this course are as follows: Working knowledge of fundamental terms and concepts of

computer networking, including LANs, WANs, and IP switching and routing

Ability to configure and operate Cisco routers and switches and to enable VLANs and DHCP

Basic understanding of digital interfaces, PSTN, and VoIP Fundamental knowledge of converged voice, video, and data

networks Ability to configure Cisco IOS gateways with traditional and

VoIP call legs) COURSE OBJECTIVES Upon completing this course, the learner will be able to meet these overall objectives: Describe Cisco Unified Communications Manager, including its

functions, architecture, deployment and redundancy options Perform Cisco Unified Communications Manager initial config-

uration and user management Configure Cisco Unified Communications Manager to support

on-cluster calling Implement PSTN access in Cisco Unified Communications

Manager and build a dial plan in a single-site Cisco Unified Communications Manager deployment

Describe how to secure and maintain a Cisco Unified Commu-nications solution

COURSE CONTENT Implementing Cisco Unified Communications Manager for Cisco TelePresence Video (PAIUCMTV) v1.0 prepares you to implement a Cisco Unified Communications Manager solution focused on supporting a Cisco TelePresence video conferencing solution. This course focuses primarily on Cisco Unified Communications Manager v8.0 and its call routing and signaling component for the Cisco Unified Communications solution. You will perform Cisco Unified Communications manager post-installation tasks, configure endpoints such as deploying a Cisco TelePresence system onto a Cisco Unified Communications solu-tion, configure Cisco Unified Communications Manager for a video network, implement Media Gateway Control Protocol (MGCP) and H.323 gateways, and build dial plans to place on-net and off-net phone calls. You will also implement QoS for internal calls, incom-ing PSTN calls, and out going PSTN calls.

Installing TelePresence Video Immersive Solutions (PAITVIS) ID Duration PAITVIS 5 Days

Implementing Cisco Unified Communications Manager for TelePresence Video (PAIUCMTV) ID Duration PAIUCMTV 5 Days





2 (CIPT2v8) COURSE OBJECTIVES Upon completing this course, the learner will be able to meet these overall objectives: Explain the components, function, and call flow of a Cisco Uni-

fied CVP solution when deployed in either a standalone or comprehensive model.

Group, summarize, and complete the steps necessary to con-figure a functional Cisco Unified CVP comprehensive deploy-ment model with Cisco Unified ICM Enterprise.

Demonstrate use of the six Cisco Unified ICM Enterprise micro-applications available to support caller interaction with Cisco Unified CVP.

Install and configure the Cisco Unified CVP VXML solution for Cisco Unified CVP.

Configure a Cisco Unified CVP environment to provide histori-cal data and configure and use the diagnostic features and tools to ensure end-to-end serviceability.

Architect a Cisco Unified CVP solution that is designed for failover protection and high availability. Use the recommended troubleshooting techniques to isolate and correct system fail-ures.

COURSE CONTENT The Cisco Unified Customer Voice Portal Implementation (CVPI) v7.0 course defines the tasks necessary for the operation, admin-istration, management, and provisioning of Cisco Unified Custom-er Voice Portal (CVP) as it is installed in a comprehensive Cisco Unified Intelligent Contact Management (ICM) Enterprise environ-ment. The course outline is as follows: Cisco Unified CVP Technical overview Cisco Unified CVP Comprehensive Cisco Unified ICM Enterprise Scripting to Support Cisco Uni-

fied CVP Media File, ECC and Micro Applications Cisco Unified CVP VXML Solution VXML Server and Studio Events, Log Files, and Reporting Reporting Database and Backup Failover, Diagnostics, and Troubleshooting

Customer Voice Portal Implementation (CVPI) ID Duration CVPI 5 Days

Cisco Unified Contact Center

PREREQUISITES Working knowledge of Windows 2003 Server, Windows XP Basic knowledge of SQL Server 2000 Basic knowledge of WebLogic and WebLogic Domains Basic knowledge of IIS Unified Contact Center Enterprise (Unified CCE), Hosted or

Unified ICM Architecture and Configuration Working knowledge of ICM features, ICM components and

architecture (how each component connects with one another to form the Enterprise system)

Working knowledge of ICM installation, System IPCC features and installation and Setting up a voice script in ICM

Working with ICM Script Editor to configure routing scripts Configuration of Call Manager to interface with ICM COURSE OBJECTIVES Cisco Interaction Manager provides the capability for agents to selectively handle E-Mail, chat, web collaboration, and voice re-quests using an integrated platform for task assignment using workflow conditions, routing scripts, and socket communication involving Cisco Unified Contact Center Enterprise 7.5 (Unified CCE), with accessibility and interoperability of both within the Cis-co Agent Desktop (Cisco AD) Embedded Browser.

This five day instructor-led course will define the tasks neces-sary for implementation, configuration, and support of Unified Email Interaction Manager and Unified Web Interaction Man-ager, the components that make up the Cisco Interaction Manager. . COURSE CONTENT The course outline is as follows: Feature Overview Architecture / Installation User Management The Knowledge Base General Administration and Workflows The E-Mail Agent The Integrated System Unified Contact Center Enterprise Configuration Unified WIM Monitoring and Reporting Troubleshooting

Implementing Cisco Unified E-Mail and Web Interaction Manager Enterprise (UEIME) ID Duration UEIME 5 Days


Unified Contact Center Express and Unified IP IVR Deployment (UCCXD) ID Duration UCCXD 5 Days

PREREQUISITES Prior to attending this course, learners should understand Internet-working Fundamentals, Basic IP telephony concepts, Cisco Unified Communications Manager deployments, Cisco IP Phones, Cisco IP Communicator, Contact Center Operations, Microsoft Windows 2000, 2003, XP, MS SQL 200, and MSDE Databases. COURSE OBJECTIVES After completing this course, learners will be able to design and plan a Unified Contact Center Express and a Unified IP IVR imple-mentation, install or discuss all CCX components, configure all CCX components, build workflow applications to exploit Unified IP IVR features and capabilities, build contact center workflows to exploit Unified Contact Center Express features and capabilities, deploy and use agent and Supervisor Desktop software, and trou-bleshoot installations and workflows. Upon completion of this course you will be able to: Design and plan a Unified Contact Center Express and a Uni-

fied IP IVR implementation Install or discuss all CRS components, servers and clients Configure all CRS components Build workflow applications to exploit Unified IP IVR features

and capabilities Build Contact Center workflows to exploit Unified Contact Cen-

ter Express features and capabilities Deploy and use Agent and Supervisor Desktop software Deploy Outbound Preview Dialer for Unified CCX Troubleshoot installations and workflows.

COURSE CONTENT The course content is as follows: Designing and Ordering Installation and Configuration CCX Script Editor Basic Script Editor Steps Caller and System Inputs Database Access Logical Operations Call Transfers Configuring Unified Contact Center Express Desktop Product Suite CCX Script Techniques Cisco Desktop Administration Remote Monitoring Outbound Preview Dialer Session Management Reports Servicing and Troubleshooting

PREREQUISITES Unified Contact Center Express and Unified IP IVR Deploy-

ment (UCCXD) COURSE OBJECTIVES Building on the knowledge base and scripting experience learned in CRSD / UCCXD classes, this course covers advanced tech-niques in scripting and overall CRS functionality. During this four day class students implement such things as ex-tending the functionality of UCCX using many of the tools that are already available in the premium version of the product. Expect to spend time exploring the Agent Desktop Interface and the Desktop Administrator to invoke behaviours that involve Third Party appli-cations and web based apps like: Web Callback Option and Leave a Message in Queue. There will be a major focus on Scripting and Subsystem manage-ment.

COURSE CONTENT The course content is as follows: Session management Review Build Common Utilities (Lecture / Lab) Basic ACD Routing Common / Good Practices Database Setup / Steps More ACD Routing Advanced ACD Routing Advanced ACD Callback Options Advanced Database Configuration Agent Desktop Configuration

Unified Contact Center Express Advanced (UCCXA) ID Duration UCCXA 4 Days



PREREQUISITES Strong knowledge of MS Windows Server 2003 and TCP/IP

networking Required attendance and completion of Call Manager class

(CIPT) Recommended attendance and completion of CRSD (IPCC

Express) Familiarity with your call centre operations (ACD, Network, and

any IVR implementations) COURSE OBJECTIVES After completing this course, the delegate will be able to: Configure a generic ICM system using the Configure ICM utility

(ICMPT1) Create several call routing and administrative scripts using the

Script Editor utility Generate real time and historical ICM reports using standard

templates from the WebView utility Describe ICM system components, their functions and pro-

cesses that run on the System Components Install the needed third party software for proper WebView

operation Install the ICM System Software in a duplexed Enterprise envi-

ronment Use the Cisco Support Tools Dashboard utility and ICM tools

for basic System Administration and Troubleshooting Accurately explain the IPCC solution concept Identify solution models and their issue Build an ICM Enterprise (ICMPT2), an IPCC Enterprise and a

System IPCC (IPCCPT) solution Install, configure, test and maintain ICM/IPCC components for

the single-site environment Formulate and implement ICM/IPCC call flows and routing

scripts Troubleshoot the ICM/IPCC solution set

COURSE CONTENT The Contact Centre Power Workshop v7.0 is an accelerated class combining three complete Cisco classes including Cisco Intelligent Contact Management Product Training Part 1 (ICMPT1), Cisco Intelligent Contact Management Product Training Part 2 (ICMPT2) and Cisco IP Contact Centre Product Training (IPCCE). Intelligent Contact Management Product Training Part 1 The Cisco Intelligent Contact Manager course provides an under-standing of ICM system terminology, features, functions, compo-nents and capabilities. The course component provides extensive coverage of ICM configuration, scripting and tools such as Call Tracer and other ICM Utilities. During the course labs delegates add a Contact Centre, complete configuration, perform contingencies in scripting and create and use Enterprise Services and Skill Groups. Labs include starting Call Generator and monitoring a script with simulated live data. The course looks at the reporting capabilities of ICM. WebView is used to launch several different report templates, setting thresh-olds and performing drill-downs. Intelligent Contact Management Product Training Part 2 The second part of the course provides ICM system administra-tors, maintenance personnel and Cisco Partners the knowledge and experience necessary to install, set-up, support and trouble-shoot the Cisco Intelligent Contact Management Enterprise Edi-tion. The course covers deployment models, deployment planning, ICM processes, functional descriptions and fault tolerance. Delegates will use a basic design (based on the ICMPT1 compo-nent) and create a duplexed ICM Central Controller with two Con-tact Centres. They will build a simple SQL database for use in database routing. After installing the required software, the dele-gate will set up their labs and using the knowledge gained previ-ously, will configure and script for their business logic. The course includes monitoring and troubleshooting the Lab built during this course. Support Tools, command line and various other trouble-shooting aids and techniques are also discussed. Cisco IP Contact Centre Product Training The final stage of the course gives an overview of the IP Contact Centre and its components. Delegates will configure an Enterprise IPCC, followed by an installation of a System IPCC, Cisco Agent Desktop (CAD v7.01) and the Outbound Option. Cisco CallManag-er version 4.1(3), IP IVR version 4.0(1) and ICM v7.0 are also used in this course. New call flows are created and used as the basis to aid delegates to understand how to configure and operate the IP Contact Cen-tre. The course also includes coverage of CTI OS Agent / Supervi-sor Desktop in the IPCC Enterprise and CAD in the System IPCC. IPCC specific templates are covered in WebView Reporting.

Cisco Unified Contact Center Power Workshop (CUCCPW) / (IPCCBOOT) ID Duration CUCCPW 9 Days



About Fastlane

HIGH END TRAINING AND CONSULTING We can help your company gain and develop all the technology skills it needs to rise to high-end challenges. After all, technology is the tool and only those who master it can capitalize on its benefits. Our customers and partners rely on us, and for very good reasons. Fastlane provides the network know-how you need. Voice and unified communications, security and VPN, data centres and storage networking, wireless networking, optical technologies or cloud computing whatever specialized insight, skills, and consulting you may need, Fastlane has the right expert for you. Fastlane is there for you in 60 countries across all continents. More than 300 Fastlane employees train and advise major companies in all industries, leading service providers, and government agencies in twelve languages. Serving customers worldwide, Fastlane head offices are sited in Bangalore, Berlin, Cary NC, Dubai, Singapore and Sydney. Fastlane is a leading Cisco Learning Solutions Partners worldwide. The fastest growing Cisco Learning Solutions Partner (CLSP), Fastlane offers you the full Cisco training curriculum, from entry-level to specialized high-end courses, in all regions across the globe. Fastlane is a preferred training partner for F5 Networks and other market leaders. F5s mission is to enable organizations to scale, adapt, and align with changing business de-mands and drive business forward on a solid foundation of IT agility so it makes sense that when they needed a new Training partner in Asia Pacific they sought out Fastlane. Fastlane is proud to be the only global NetApp Learning Partner. An authorized NetApp training partner, Fastlane offers original NetApp training programs world-wide. NetApp certified specialists with extensive storage experiences conduct the training. Fastlane offers a huge range of Instructor led Microsoft training. As a Microsoft CPLS, Fastlane strives to offer the largest possible range of Microsoft courses to our customers. Our aim is always to provide the most comprehensive and qualified service to our customers and clients. Fastlane gives you access to lab infrastructure unrivalled worldwide. Fastlane customers enjoy the use of training and demo labs for all areas of high-end networking. Equipped with the latest devices and technologies, our high-end labs provide first rate service and raise the bar for training quality. Our project consultants can access these labs from any location. Fastlane services satisfy the most discerning demands. A comprehensive evaluation system ensures Fastlane lives up to the most rigorous quality standards. With professional experience and excellent teaching skills, all our instructors and consultants transfer knowledge efficiently and effectively. Rest assured you will always enjoy friendly, competent service and a quick response to your every request, even at short notice. Contact us to discuss your needs.

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Fastlane Cisco Collaboration Brochure 2012

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