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Trust the best selling Official Cert Guide series from Cisco Press to help you learn, prepare, and practice for exam success. They are built with the objective of providing assessment, review, and practice to help ensure you are fully prepared for your certification exam. CCNA Voice 640-461 Official Cert Guide presents you with an organized test preparation routine through the use of proven series elements and techniques. "Do I Know This Already?" quizzes open each chapter and enable you to decide how much time you need to spend on each section. Exam topic lists make referencing easy. Chapter-ending Exam Preparation Tasks help you drill on key concepts you must know thoroughly. Master Cisco CCNA Voice 640-461 exam topics Assess your knowledge with chapter-opening quizzes Review key concepts with exam preparation tasks Practice with200+ realistic exam questions on the CD-ROMCCNA Voice 640-461 Official Cert Guide focuses specifically on the objectives for the CCNA Voice ICOMM exam. Senior voice consultants and trainers Jeremy Cioara and Michael Valentine share preparation hints and test-taking tips, helping you identify areas of weakness and improve both your conceptual knowledge and hands-on skills. Material is presented in a concise manner, focusing on increasing your understanding and retention of exam topics.The companion CD-ROM contains a powerful Pearson IT Certification Practice Test engine that enables you to focus on individual topic areas or take a complete, timed exam. The assessment engine also tracks your performance and provides feedback on a module-by-module basis, laying out a complete assessment of your knowledge to help you focus your study where it is needed most. Well-regarded for its level of detail, assessment features, comprehensive design scenarios, and challenging review questions and exercises, this official study guide helps you master the concepts and techniques that will enable you to succeed on the exam the first time.The official study guide helps you master all the topics on the CCNA Voice exam, including:Voice and data convergence IP phone connections to the LAN infrastructure Cisco Unified Communications Manager Express CUCM Express IP phone configuration and voice productivity features Gateways and trunks Cisco Unity Express Smart Business Communications System UC500 series for voiceCCNA Voice 640-461 Official Cert Guide is part of a recommended learning path from Cisco that includes simulation and hands-on training from authorized Cisco Learning Partners and self-study products from Cisco Press. To find out more about instructor-led training, e-learning, and hands-on instruction offered by authorized Cisco Learning Partners worldwide, please visit www.cisco.com/go/authorizedtraining.The print edition of the CCNA Voice 640-461 Official Cert Guide contains two free, complete practice exam.Pearson IT Certification Practice Test minimum system requirements: Windows XP (SP3), Windows Vista (SP2), or Windows 7; Microsoft .NET Framework 4.0 Client;Microsoft SQL Server Compact 4.0; Pentium class 1GHz processor (or equivalent); 512 MB RAM; 650 MB disc space plus 50 MB for each downloaded practice examAlso available from Cisco Press for Cisco CCNA Voice study is the CCNA Voice 640-461 Official Cert Guide Premium Edition eBook and Practice Test. This digital-only certification preparation product combines an eBook with enhanced Pearson IT Certification Practice Test. This integrated learning package: Allows you to focus on individual topic areas or take complete, timed exams Includes direct links from each question to detailed tutorials to help you understand the concepts behind the questions Provides unique sets of exam-realistic practice questions Tracks your performance and provides feedback on a module-by-module basis, laying out a complete assessment of your knowledge to help you focus your study where it is needed most
Contents
Introduction xxvPart I Voice PerspectivesChapter 1 Traditional Voice Versus Unified Voice 3"Do I Know This Already?" Quiz 3Foundation Topics 6Where It All Began: Analog Connections 6The Evolution: Digital Connections 9Moving from Analog to Digital 9Channel Associated Signaling 11Common Channel Signaling 12Understanding the PSTN 13Pieces of the PSTN 13Understanding PBX and Key Systems 14Connections to and Between the PSTN 14PSTN Numbering Plans 16The New Yet Not-So-New Frontier: VoIP 17VoIP: Why It Is a Big Deal for Businesses 17The Process of Converting Voice to Packets 18Role of Digital Signal Processors 22Understanding RTP and RTCP 23Exam Preparation Tasks 25Review All the Key Topics 25Definitions of Key Terms 25Chapter 2 Understanding the Pieces of Cisco Unified Communications 27"Do I Know This Already?" Quiz 27Foundation Topics 30Did Someone Say Unified? 30Understanding Cisco Unified Communications Manager Express 31CME Key Features 32CME Interaction with Cisco IP Phones 32A Match Made in Heaven: CME and CUE 35Understanding Cisco Unified Communications Manager 37CUCM Key Features 37CUCM Database Replication and Interacting with Cisco IP Phones 38Understanding Cisco Unity Connection 41Cisco Unity Connection Key Features 42Cisco Unity Connection and CUCM Interaction 43Understanding Cisco Unified Presence 44Cisco Unified Personal Communicator 45Exam Preparation Tasks 46Review All the Key Topics 46Definitions of Key Terms 46Chapter 3 Understanding the Cisco IP Phone Concepts and Registration 49"Do I Know This Already?" Quiz 49Foundation Topics 52Connecting and Powering Cisco IP Phones 52Cisco Catalyst Switch PoE 54Powering the IP Phone Using a Power Patch Panel or Coupler 54Powering the IP Phone with a Power Brick 55VLAN Concepts and Configuration 55VLAN Review 55VLAN Trunking/Tagging 56Understanding Voice VLANs 58VLAN Configuration 59Understanding the Cisco IP Phone Boot Process 61Configuring a Router-Based DHCP Server 61Setting the Clock of a Cisco Device with NTP 63IP Phone Registration 65Exam Preparation Tasks 67Review All the Key Topics 67Definitions of Key Terms 67Part II Managing Endpoints and End UsersChapter 4 Getting Familiar with CME Administration 69"Do I Know This Already?" Quiz 69Foundation Topics 71Managing CME Using the Command Line 71Managing CME Using a Graphic User Interface 73Exam Preparation Tasks 79Review All the Key Topics 79Chapter 5 Managing Endpoints and End Users with CME 81"Do I Know This Already?" Quiz 81Foundation Topics 84Ensuring the Foundation 84Voice VLAN 85DHCP Services 85TFTP Services 86Base CME Configuration 87Ephone and Ephone-DN-The Keys to Ringing Phones 88Understanding and Configuring Ephone-DNs 89Understanding and Configuring Ephones 90Associating Ephones and Ephone-DNs 92Adding Directory Numbers, Phones, and Users with CCP 95Exam Preparation Tasks 102Review All the Key Topics 102Chapter 6 Understanding the CME Dial-Plan 105"Do I Know This Already?" Quiz 105Foundation Topics 108Configuring Physical Voice Port Characteristics 108Configuring Analog Voice Ports 108Foreign Exchange Station Ports 108Foreign Exchange Office Ports 111Configuring Digital Voice Ports 112Understanding and Configuring Dial Peers 117Voice Call Legs 118Configuring POTS Dial Peers 120Configuring VoIP Dial Peers 124Using Dial Peer Wildcards 126Private Line Automatic Ringdown 128Understanding Router Call Processing and Digit Manipulation 130Matching Inbound and Outbound Dial Peers 132Using Digit Manipulation 135Practical Scenario 1: PSTN Failover Using the prefix Command 136Practical Scenario 2: Directing Operator Calls to the Receptionist 138Practical Scenario 3: Specific POTS Lines for Emergency Calls 139Practical Scenario 4: Using Translation Profiles 141Using CCP to Configure a CME Dial-Plan 145Understanding and Implementing CME Class of Restriction 146Quality of Service 152Understanding the Enemy 153Requirements for Voice, Video, and Data Traffic 154Network Requirements for Voice and Video 154Network Requirements for Data 154Using Cisco AutoQoS 155Exam Preparation Tasks 163Review All the Key Topics 163Complete the Tables and Lists from Memory 164Definitions of Key Terms 164Part III Handling CallsChapter 7 Configuring Cisco Unified CME Voice Productivity Features 167"Do I Know This Already?" Quiz 167Foundation Topics 171Configuring a Voice Network Directory 171Configuring Call Forwarding 175Forwarding Calls from the IP Phone 175Forwarding Calls from the CLI 177Using the call-forward pattern Command to Support H.450.3 177Configuring Call Transfer 180Configuring Call Park 181Configuring Call Pickup 186Configuring Intercom 189Configuring Paging 192Configuring After-Hours Call Blocking 195Configuring CDRs and Call Accounting 199Configuring Music on Hold 203Configuring Single Number Reach 204Enabling the Flash-Based CME GUI 206Exam Preparation Tasks 210Review All the Key Topics 210Definitions of Key Terms 210Chapter 8 Administrator and End-User Interfaces 213"Do I Know This Already?" Quiz 213Foundation Topics 216Describe the CUCM GUI and CLI 216Cisco Unified Communications Manager Administration Interface 216Cisco Unified Serviceability Administration Interface 217Cisco Unified Operating System Administration Interface 219Disaster Recovery System Interface 220Cisco Unified Reporting Interface 220CLI 220User Management in CUCM: Roles and Groups 221Roles 221Groups 222Describe the CUC GUI and CLI 223Cisco Unity Connection Administration 224Cisco Unity Connection Serviceability 225Describe the Cisco Unified Presence Server GUI and CLI 226Cisco Unified Presence Administration Interface 227Cisco Unified Presence Serviceability 227Exam Preparation Tasks 228Review All the Key Topics 228Definitions of Key Terms 228Part IV Telephony Feature ManagementChapter 9 Managing Endpoints and End Users in CUCM 231"Do I Know This Already?" Quiz 231Foundation Topics 234Implementing IP Phones in CUCM 234Special Functions and Services Used by IP Phones 234NTP 234CDP 235DHCP 235PoE 235TFTP 235DNS 235IP Phone Registration Process 236SIP Phone Registration Process 236Preparing CUCM to Support Phones 236Service Activation 237DHCP Server Configuration 237Configuring DHCP in Router IOS 239IP Phone Configuration Requirements in CUCM 240Device Pool 240Device Defaults 242Softkey Template and Phone Button Template 242Profiles 243Describe End Users in CUCM 243End Users Versus Application Users 243Credential Policy 244Features Interacting with User Accounts 244User Locale 245Device Association 245Implementing End Users in CUCM 246Manual Entry 246Bulk Import Using BAT 246LDAP Integration 246LDAP Synchronization 248LDAP Authentication 248LDAP Integration Considerations 248LDAP Sync Agreements 250LDAP Sync Mechanism 251LDAP Custom Filters 251Configure LDAP Sync 251Activate DirSync 251Configure the LDAP System 252Configure the LDAP Directory 252Verify LDAP Sync 253Configuring LDAP Authentication 254Verify LDAP Authentication 254Create LDAP Custom Filters 255Exam Preparation Tasks 256Review All the Key Topics 256Chapter 10 Understanding CUCM Dial-Plan Elements and Interactions 259"Do I Know This Already?" Quiz 259Foundation Topics 263CUCM Call Flows 263Call Flow in CUCM if DNS Is Used 263Call Flow in CUCM if DNS Is Not Used 263Centralized Remote Branch Call Flow 265Centralized Deployment PSTN Backup Call Flow 267Centralized Deployment Considerations and Limitations 267PSTN Backup Using CAC 268Distributed Deployment Call Flow 268Call-Routing Sources in CUCM 270Call-Routing Destinations in CUCM 270Call-Routing Configuration Elements 271Route Pattern 271Route List 271Route Group 272Gateways and Trunks 272Call-Routing Behavior 273Digit Analysis 273Hunt Groups 274Class of Control 274Partition 275Calling Search Space 275Interaction of Partitions and Calling Search Spaces 275Line-Device Configuration 276Exam Preparation Tasks 277Review All the Key Topics 277Part V Voicemail and Presence SolutionsChapter 11 Enabling Telephony Features with CUCM 279"Do I Know This Already?" Quiz 279Foundation Topics 282Describe Extension Mobility in CUCM 282Enable EM in CUCM 283Step 1: Activate the EM Service 283Step 2: Configure EM Service Parameters 283Step 3: Add the EM Service 284Step 4: Create Default Device Profiles 285Step 5a: Create Device Profiles 285Step 5b: Subscribe Device Profiles to the EM Service 286Step 6: Associate Users with Device Profiles 287Step 7a: Enable EM for Phones 288Step 7b: Subscribe Phones to EM Service 289Describe Telephony Features in CUCM 290Call Coverage 290Call Forward 291Shared Lines 291Barge and Privacy 291Call Pickup 291Call Hunting 292Call Park 292Intercom 293CUCM Native Presence 293Presence Architecture 293Enable Telephony Features in CUCM 294Enabling Call Coverage 295Configuring Shared Lines 295Configuring Barge 295Configuring Call Pickup 297Configuring Call Park and Directed Call Park 299Configuring Call Hunting 301Configuring Intercom Features 304Configure CUCM Native Presence 305Configuring BLF Speed Dials 305Configuring Presence-Enabled Call Lists 306Configuring Custom Presence Groups 307Exam Preparation Tasks 311Review All the Key Topics 311Chapter 12 Enabling Mobility Features in CUCM 313"Do I Know This Already?" Quiz 313Foundation Topics 316Understanding CUCM Mobility Features 316Describe Mobile Connect 316Unified Mobility Architecture 317Access Lists 317Time-of-Day Access 317Mobile Voice Access 318Implementing Mobility Features in CUCM 319Configuring Mobile Connect 319Step 1: Configure Softkey Templates 319Step 2: Configure User Accounts for Mobility 319Step 3: Configure the IP Phone to Support Mobility Features 320Step 4: Create Remote Destination Profiles 320Step 5: Add Remote Destinations to Remote Destination Profiles 321Step 6: Configure Ring Schedules for Each Remote Destination 322Step 7: Configure Access Lists 322Step 8: Apply Access Lists 323Step 9: Configure Service Parameters 325Configuring MVA 326Step 1: Activate the MVA Service 327Step 2: Configure Service Parameters 327Step 3: Enable MVA for Each User 328Step 4: Configure the MVA Media Resource 329Step 5: Configure the MVA VXML Application at the IOS Gateway 329Exam Preparation Tasks 331Review All the Key Topics 331Definition of Key Terms 331Part VI Voice Network Management and TroubleshootingChapter 13 Voicemail Integration with Cisco Unity Connection 333"Do I Know This Already?" Quiz 333Foundation Topics 336Describe Cisco Unity Connection 336Overview of Cisco Unity Connection 336Single-Site and Multisite Deployment Considerations 336CUC Integration Overview 337CUC Integration with CUCM Using SCCP 337CUC Integration Using SIP 338CUC Features 338System Settings 338Call Handlers 340Call Routing 340Direct Routing Rules 341Forwarded Routing Rules 341Call Routing Rule Filters 341Distribution Lists 342Authentication Rules 342Dial-Plan 342Describe Cisco Unity Connection Users and Mailboxes 343User Templates 343User Template Basics 343Password Settings 344Roles 344Transfer Rules and Greetings 344Call Actions 345Message Settings, Message Actions, and Caller Input 345TUI Settings 345CUC End Users 345Extension and Call Forward Options 345Voice Messaging with SRST and AAR 346Voicemail Box 346Private Distribution Lists 346Notification Devices 346User Creation Options 346CUC Voicemail Boxes 347Message Aging Policy and Mailbox Quotas 347Implement Cisco Unity Connection Users and Mailboxes 347Configure End User Templates 347User Template Basics 348Password Settings 349Roles 350Message Settings 350Message Actions 351Phone Menu 351Playback Message Settings 352Notification Devices 354Configure CUC End Users 355Manual Process 355Alternate Extensions and Names 355Private DLs 357Importing End Users in to CUC 357Importing Users from CUCM 358Importing Users from LDAP 358Bulk Administration Import of CUC Users 361Managing the CUC Message Store 362Mailbox Stores Membership 362Message Aging Policy 363Mailbox Quotas 363Exam Preparation Tasks 365Review All the Key Topics 365Definitions of Key Terms 365Chapter 14 Enabling Cisco Unified Presence Support 367"Do I Know This Already?" Quiz 367Foundation Topics 370Describe Cisco Unified Presence Features 370Cisco Unified Personal Communicator 370CUPC Operating Modes 370Enterprise Instant Messaging 371Voice Calls 372Video Calls 372Integration Support 372CUPC System Requirements 373Cisco Unified Client Services Framework 373Cisco Unified Communications Manager IP Phone Service 373Cisco IP Phone Messenger373Describe Cisco Unified Presence Architecture 374Integration with Microsoft Office Communications Server 374Integration with LDAP 374Integration with Cisco Unity Connection 375Integration with Conferencing Resources 375Integration with Calendar Resources 375Architecture and Call Flow: Softphone Mode 376Architecture and Call Flow: Deskphone Control Mode 376Compliance and Persistent Chat 376CUPS and QoS Considerations 377Exam Preparation Tasks 379Review All the Key Topics 379Definitions of Key Terms 379Chapter 15 Common CME Management and Troubleshooting Issues 381"Do I Know This Already?" Quiz 381Foundation Topics 384Troubleshooting 384Troubleshooting Common CME Registration Issues 385Troubleshooting Dial-Plan and QoS Issues 389Dial-Plan Issues 389QoS Issues 392Exam Preparation Tasks 396Review All the Key Topics 396Definitions of Key Terms 396Chapter 16 Management and Troubleshooting of Cisco Unified Communications Manager 399"Do I Know This Already?" Quiz 399Foundation Topics 402Describe How to Provide End-User Support for Connectivity and VoiceQuality Issues 402Troubleshooting 402Troubleshooting IP Phone Registration Problems 403Deleting Unassigned Directory Numbers Using the Route Plan Report 405Describe CUCM Reports and How They Are Generated 406Generating Reports 406Analyzing Reports 407Understanding CUCM CDR Analysis and Reporting Tool Reports 408Activate CAR-Related Services 408Configure CDR Service Parameters 409CAR Tool Users 410CDR and CMR Architecture 410CAR System Parameters 410Exporting CDR and CMR Records 411Generating CDR Reports 411Example Report Generation 412Generating System Reports 414Generating Device Reports 415Describe Cisco Unified RTMT 416RTMT Interface 416Monitoring CUCM with RTMT 417CallManager Summary 417Gateway Activity 417Device Search 417Database Summary 417Describe the Disaster Recovery System 418Using the DRS 419Set Up a Backup Device 419Create a Scheduled Backup 419Perform a Restore 420Exam Preparation Tasks 421Review All the Key Topics 421Definitions of Key Terms 421Chapter 17 Monitoring Cisco Unity Connection 423"Do I Know This Already?" Quiz 423Foundation Topics 426Generating and Accessing Cisco Unity Connection Reports 426Cisco Unity Connection Serviceability Reports 426Cisco Unified Serviceability: Serviceability Reports Archive 429Analyzing Cisco Unity Connection Reports 430Troubleshooting and Maintenance Operations Using Cisco Unity Connection Reports 433Reports to Support Routine Maintenance 435Exam Preparation Tasks 438Review All the Key Topics 438Definitions of Key Terms 438Chapter 18 Final Preparation 441Tools for Final Preparation 441Pearson Cert Practice Test Engine and Questions on the CD 441Install the Software from the CD 441Activate and Download the Practice Exam 442Activating Other Exams 442Premium Edition 442Cisco Learning Network 443Chapter-Ending Review Tools 443Suggested Plan for Final Review/Study 443Using the Exam Engine 444Summary 445Appendix A Answers Appendix 447Appendix B 640-461 CCNA Voice Exam Updates, Version 1.0 451Glossary 453TOC, 9781587204173, 6/27/2011
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