Cisco Training Collaboration

Transcription

1 Cisco Training 2013 Collaboration Cisco Unified Communications Cisco CCIE 360 Voice Cisco Unified MeetingPlace Cisco Digital Media Suite Cisco TelePresence Tandberg TelePresence Cisco Unified Contact Center Further Collaboration courses, dates and online registration:

2 Introduction to Fast Lane HIGH-END IT TRAINING AND CONSULTING The performance and future viability of your company s 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 people s skills and driving their professional development to benefit your company. Unified communications, video, security and VPN, virtualization and data centres, wireless networking, optical technologies, cloud services Fast Lane has the consultants and training capabilities to meet all your demands in each of these specialized fields. Affording you insight into our training program for this year, this 2013 catalogue is here to help you put together an IT qualification programme tailored to your needs. Fast Lane offers training around the globe and you ll 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 Fast Lane class, rest assured you will benefit from hands-on training with the latest devices utilizing 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. Choua Lee Managing Director Fast Lane Asia Pacific Fast Lane Asia Pacific is an Authorized Vendor Learning Partner of the following: 2 Further Collaboration courses, dates and online registration:

3 Introduction to Fast Lane Fast Lane Asia Pacific is part of Fast Lane Group which is successfully operational in 60 countries across the globe. Further Collaboration courses, dates and online registration: 3

4 Table of Contents CISCO CERTIFICATION PATHWAYS Cisco Certification Path (Part 1)... 6 Cisco Certification Path (Part 2)... 7 CISCO UNIFIED COMMUNICATIONS Introducing Cisco Voice and Unified Communications Administration v8.0 (ICOMMv8)... 8 Implementing Cisco Voice Communications and QoS v8.0 (CVOICEv8)... 8 Integrating Cisco Unified Communications Applications v8.0 (CAPPSv8)... 9 Troubleshooting Cisco Unified Communications v8.0 (TVOICEv8)... 9 Implementing Cisco Unified Communications Manager, Part 1 v8.0 (CIPT1v8) Implementing Cisco Unified Communications Manager, Part 2 v8.0 (CIPT2v8) Administering Cisco Unified Communications Manager v8.0 (ACUCM) Implementing Cisco Unified Communication Manager v9.0 (FL-UCM9.0) Cisco Unified Presence Design and Implementation (PRSDI) Implementing Cisco Quality of Service v2.3 (QOS) Implementing Unified Communications Security (IUCS) Implementing Cisco Unified Messaging v8.0 (IUM) Administering Cisco Unified Messaging v8.0 (AUM) Implementing Cisco Unity Connection (IUC) Cisco Unity Design and Networking (CUDN) Cisco Unified Communications Architecture and Design (UCAD) Troubleshooting Cisco Unified Communications Systems (TUC) Cisco Unified Provisioning Manager (CUPM) Implementing Cisco Unified Communication Manager v7.0 (UCM70) Deploying Workforce Management for Cisco Unified Workforce Optimisation (WFM) Implementing Cisco Unity Connection (IUC) Deploying Cisco Unified Intelligence Center (DUIC) Implementing Cisco IOS Telephony and Unified Communications Express v8.5 (IITUCX) Implementing Cisco Unified Communications 8.5 Features (UC85) Designing and Implementing Cisco Jabber for Desktop and for Mobile (FL-DICJ) Cisco Unified Collaboration Design (Bootcamp) (CUCD) Ordering Cisco Unified Collaboration Workspace Products (OCUC) Implementing Cisco BE 6K v9.0 (ICBE-6K) Cisco Unified Communications 9.0 Updates (UCM9) Cisco Unified Collaboration Design Bootcamp v9.x (CUCD) Ordering Cisco Unified Collaboration Workspace Products (OCUCv9.x) Implementing Cisco Video Network Devices, Part 1 (e-learning) (VIVND1) Implementing Cisco Video Network Devices, Part 2 (VIVND2) Further Collaboration courses, dates and online registration:

5 Table of Contents CISCO CCIE 360 VOICE CCIE 360 Voice - ILT Workshop 1 (CIEV1) CCIE 360 Voice - ILT Workshop 2 (CIEV2) CISCO MEETING PLACE Designing Cisco Unified MeetingPlace Solutions (DMPS) Implementing Cisco Unified MeetingPlace Solutions (IMPS) CISCO DIGITAL MEDIA SUITE Digital Media Systems (DMS) Cisco Academy of digital signage (ADS) CISCO TELEPRESENCE Implementing Cisco TelePresence Solutions Immersive (ITSI) / TelePresence Boot Camp (TPBOOT) Implementing Cisco Telepresence Solutions (ITS) Physical Installation of Cisco TelePresence Systems (PITS) Cisco TelePresence Installation and Configuration Training (TCIT) Cisco TelePresence Support and Operations Training (TSOT) Cisco TelePresence Troubleshooting Training (TTST) TANDBERG TELEPRESENCE Implementing Express TelePresence Video Solutions (PAIETVS) Implementing Advanced TelePresence Video Solutions Part 1 (PAIATVS1) Implementing Advanced TelePresence Video Solutions Part 2 (PAIATVS2) Installing TelePresence Video Immersive Solutions (PAITVIS) Implementing Cisco Unified Communications Manager for Cisco TelePresence Video v1.0 (PAIUCMTV) CISCO UNIFIED CONTACT CENTER Cisco Unified Customer Voice Portal Implementation v7.0 (CVPI) Implementing Cisco Unified and Web Interaction Manager Enterprise v1.1 (UEIME) Unified Contact Centre Express and Unified IP IVR Deployment (UCCXD) Unified Contact Centre Express Advanced (UCCXA) Cisco Unified Contact Center Power Workshop (CUCCPW) / IPCC Boot Camp (IPCCBOOT) Cisco IP Contact Centre Enterprise (IPCCE) Advanced Services - Cisco IPCC Advanced Scripting (IPCAS) Advanced Services - Cisco IPCC Enterprise PPDIOO Workshop (PPDIOO) Advanced Services - Customizing Reporting for ICM and IPCC (IPCAR) Deploying Cisco Unified Contact Center Enterprise Software (DUCCE) Deploying Cisco Unified Contact Center Express v5.0 (UCCX Administering Cisco Unified Contact Center Enterprise (AUCCE) Fast Lane Training Regional Offices Directory Further Collaboration courses, dates and online registration: 5

6 Cisco Certification Path 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. 6 Further Collaboration courses, dates and online registration:

7 Cisco Certification Path Cisco Certifications help you launch and advance your IT Networking career. Choose a career path that meets your goals for professional and financial rewards. Further Collaboration courses, dates and online registration: 7

8 Cisco Unified Communications Introducing Cisco Voice and Unified Communications Administration (ICOMMv8) ID ICOMM Duration 5 Days Working knowledge of converged voice and data networks Basic knowledge of Cisco IOS gateways Basic knowledge of Cisco Unified Communications Manager and Cisco Unity Connection 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 signalling and media stream flows Provide an overview of administrator and end-user interface options in Cisco Unified Communications Manager, Cisco Unified Communications Manager Express, Cisco Unity Express, Cisco Unity Connection, and Cisco Unified Presence Understand call flows in Cisco Unified Communications Manager and Cisco Unified Communications Manager Express Perform endpoint and end-user administration tasks in Cisco Unified Communications Manager and Cisco Unified Communications 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 Introducing Cisco Voice and Unified Communications Administration (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, functionalities, 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 Communications 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 Presence Cisco Unified Communications Solutions Maintenance Implementing Cisco Unified Communications Voice over IP and QoS (CVOICEv8) ID CVOICE Duration 5 Days Introducing Cisco Voice and Unified Communications Administration (ICOMMv8) 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 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 implementation of IP phones in Cisco Unified Communications Manager Express environment and essential information about gatekeepers and Cisco Unified Border Element. The course provides the learners 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 8 Further Collaboration courses, dates and online registration:

9 Cisco Unified Communications Integrating Cisco Unified Communications Applications (CAPPSv8) ID CAPPS Duration 5 Days Working knowledge of converged voice and data networks. Basic knowledge of Cisco IOS gateways. Working knowledge of Cisco Unified Communications Manager and Cisco Unity Connection. Cisco CCNA certification recommended prerequisite. Upon completion of this course, you should be able to: Describe voic integration options and requirements Implement Cisco Unity Connection in a Cisco Unified Communications Manager deployment Describe how to implement Cisco Unity Express in a Cisco Unified Communications Manager Express deployment Implement voic networking using VPIM Implement Cisco Unified Presence and Cisco Unified Personal Communicator Integrating Cisco Unified Communications Applications (CAPPS) v8.0 teaches you the integration options of Cisco Unified Presence, Cisco Unity Express, and Cisco Unity Connection. It describes 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 Communications Manager Express Environment Voice Profile for Internet Mail Implementation Cisco Unified Presence Implementation Troubleshooting Cisco Unified Communications (TVOICEv8) ID TVOICE Duration 5 Days The knowledge and skills that a learner must have before attending this course are as follows: 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 Manager, Cisco Unified Communications features and applications, and Cisco IOS voice gateways in a singlesite and multisite environment After completing this course the delegate will 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 Troubleshooting Cisco Unified Communications (TVOICE) v8.0 prepares network professionals with the knowledge and skills that are required to troubleshoot Cisco Unified Communications systems and solutions in enterprise, midmarket, and commercial deployments 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. Further Collaboration courses, dates and online registration: 9

10 Cisco Unified Communications Implementing Cisco Unified Communications Manager, Part 1 (CIPT1v8) ID CIPT1 Duration 5 Days Working knowledge of converged voice and data networks Working knowledge of the MGCP, SIP, and H.323 protocols and their implementation on Cisco IOS gateways Ability to configure and operate Cisco routers and switches Ability to configure and operate Cisco Unified Communications Manager in a single-site environment 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 configuration 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 Implementing Cisco Unified Communications Manager, Part 1 (CIPT1) v8.0 prepares you for implementing a Cisco Unified Communications Manager solution at a single-site environment. This course focuses primarily on Cisco Unified Communications Manager version 8.0, which is the call routing and signalling 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 media 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 2 (CIPT2v8) ID CIPT2 Duration 5 Days Working knowledge of converged voice and data networks Working knowledge of the MGCP, SIP, and H.323 protocols and their implementation on Cisco IOS gateways Ability to configure and operate Cisco routers and switches Ability to configure and operate Cisco Unified Communications Manager in a single-site environment Upon completion of this course, you should be able to: Describe multisite deployment issues and solutions, and describe and configure required dial plan elements Implement call-processing resiliency in remote sites by using Cisco Unified SRST, MGCP fallback, and Cisco Unified Communications Manager Express in Cisco Unified SRST mode Implement bandwidth management and CAC to prevent oversubscription of the IP WAN Implement Device Mobility and Cisco Extension Mobility Describe and implement CCD deployments Implementing Cisco Unified Communications Manager, Part 2 (CIPT2) v8.0 prepares you for implementing Cisco Unified Communications solution in a multisite environment. It covers globalized 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 Mobility. 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) including Session Initiation Protocol (SIP) Preconditions and automated 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 Deployments CCD 10 Further Collaboration courses, dates and online registration:

11 Cisco Unified Communications Administering Cisco Unified Communications Manager (ACUCM) ID ACUCM Duration 3 Days To fully benefit from this course, it is recommended that you have the following prerequisite skills and knowledge: Basic knowledge of IP and networking or voice networks is suggested, but not required Basic knowledge of the Windows desktop environment Administering Cisco Unified Communications Manager (ACUCM) teaches administrators how to perform the most frequently requested 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 telephony system. The course lecture is based on Cisco Unified Communications Manager 7.0. After completing this course, the student will be able to: Describe the Cisco Unified Communications Manager network, service, and features Understand the importance of and configuration of redundancy and high availability in the enterprise network Describe user configuration and the user web interface Explain basic phone options and the use of BAT Explain the route plan and on-net/off-net calling Describe the various media resources, including conferencing and MOH Describe the basic phone features and use of hunt groups Administering Cisco Unified Communications Manager (ACUCM) v8.0 provides you with an understanding of the Cisco Unified Communications Manager System. This course teaches the concepts of IP telephony based in system administration, including its function, features, and configuration. This is an entry-level course that begins with the basic concepts of IP telephony and very quickly moves you forward into an understanding of system concepts: clustering, creation of phones and users, route plans, digit manipulation, media resources, and phone features, which are all important to supporting IP telephony in the enterprise network. The course focuses on Cisco Unified Communications Manager version 8.x. The course is geared to individuals that will be using and managing the system and performing administration for Level 1 and Level 2 support. Level 1 support is geared toward supporting phone users and making moves, adds, and changes to the desktop phone environment. Level 2 support is oriented to supporting changes in the organization, such as opening new office locations or relocating departments. The course does not cover issues of initial deployment, new cluster deployment or international deployments. Also, the course does not cover issues with the underlying network that involve routers, switches, or Cisco IOS software configuration. This course includes various lab exercises to apply what was learned in each preceding lesson. Labs begin with a newly installed publisher and subscriber. The only element that is preconfigured is two MGCP gateways, for the headquarters (HQ) and branch (BR), and an intercluster trunk pointing to the neighbour's pod. Therefore, the student will become familiar with all the various concepts through configuration of the elements in the lab environment. Further Collaboration courses, dates and online registration: 11

12 Cisco Unified Communications Implementing Cisco Unified Communications Manager V 9.0 Features and Updates (FL-UCM9.0) ID FL-UCM9.0 Duration 2 Days Working knowledge of fundamental terms and concepts of computer networking including LANs. Basics of digital interfaces, PSTN, and VoIP. Fundamental knowledge of converged voice and data networks. Ability to configure Cisco IOS gateways with traditional and VoIP call legs. Basic Cisco TelePresence Knowledge Cisco Unified CM, Unity Connection, Presence and Contact Center Express Knowledge By the end of the course delegates will be able to: Describe Cisco Unified CM 9.0 new features Describe Cisco Unified ELM (Enterprise License Manager) solution Implement Cisco Unified CM 9.0 new features (LDAP Enhancements, URI Dialling, Native Call Queuing, etc ) Describe the new Cisco VXC clients Describe and Implements the new Cisco Enterprise License Manager Describe Cisco Unity Connection updates Describe and Implement the new Cisco Unified IM and Presence Server Implement Cisco Jabber for Windows Cisco Unified CM 9.0 updates: Pause in Speed Dial Codec Preference Native Call Queuing Local Route Group Enhancements Native Call Recording New User Page Enhanced Location Based CAC LDAP enhancements Other CUCM 9.0 Features Enterprise License Manager (ELM) New VXC Clients UC virtualization URI Dialling and Routing Inter-cluster URI dialling Business Edition 6K updates SRTG Update Voice Gateway, CUBE, CME, SRST, CUE & UCS Express Cisco Unity Connection 9.0 Updates Intelligent Notifications IPv6 Support Google mail with SMTP Store and Forward Roadmap Cisco Unified IM and Presence 9.0 Updates Service Profiles Configuration Cisco Jabber Clients overview Cisco Unified Presence Design and Implementation (PRSDI) ID PRSDI Duration 3 Days Working knowledge of converged voice and data networks. Working knowledge of MGCP, SIP, and H.323 and their implementation on Cisco IOS gateways. Ability to configure and operate Cisco Unified Communications Manager. After completing this course, the student will be able to: 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 Communication 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 maintenance options. Explain presence technology and solution and describe Cisco Unified Communications Manager and Cisco Unified Communications Manager Express Presence Design Cisco Unified Presence deployment solutions Describe Cisco Unified Presence interoperability and integration options Install and configure Cisco Unified Presence and integrate it with other presence solutions 12 Further Collaboration courses, dates and online registration:

13 Cisco Unified Communications Implementing Cisco Quality of Service (QOS) ID QOS Duration 5 Days Completion of Interconnecting Cisco Networking Devices (ICND) or Cisco Certified Networking Associate (CCNA). The Configuring BGP on Cisco Routers course (BGP) or equivalent is recommended because some BGP background is assumed for the QoS course. Given a converged network, explain the need to implement Quality of Service (QoS) and explain methods for implementing 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 congested network, use Cisco QoS queuing mechanisms to manage network congestion. Given a network, use Cisco QoS traffic policing and traffic shaping mechanisms to effectively limit the rate of network traffic. Given a low speed WAN link, successfully use Cisco link efficiency mechanisms to improve the bandwidth efficiency of the link. Given a description of a service provider network or an enterprise network, correctly select the most appropriate QoS mechanisms for providing QoS using Cisco s best practices. 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 implementing 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 AutoQoS to implement QoS on the network Given a converged network and a policy defining QoS requirements, successfully classify and mark network traffic to implement the policy. The 5-day Implementing Cisco Quality of Service (QOS) v2.3 course provides students with in-depth knowledge of IP QoS requirements, 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. Implementing Unified Communications Security (IUCS) ID IUCS Duration 5 Days Basic understanding of fundamental terms and concepts of computer networking, including LANs, WANs, and IP switching and routing Basic knowledge of traditional public switched telephone network (PSTN) operations and technologies, including PBX and voic administration tasks Basic understanding of Cisco Unified Communications Manager or legacy PBX implementations Describe the Cisco Unity Connection system and the various deployment models Describe the process and procedures for installation of the Cisco Unity Connection software Describe the function, purpose, and configuration of digital networking in Cisco Unity Connection Describe additional integration concepts, including fax servers and Cisco Unity PIMG/TIMG integrations Describe the Cisco Unity Connection tools that are available for migrating, testing, and troubleshooting Implementing Cisco Unity Connection (IUC) v8.0 describes Cisco Unity Connection installation, networking, and advanced features, options, and configuration settings. This 3-day course presents Cisco Unity Connection with the focused goal of providing engineers and installers with the necessary skills to perform installation and setup of the Cisco Unity Connection 8.x system. Implementing Cisco Unified Messaging v8.0 (IUM) ID IUM Duration 5 Days A working knowledge of Microsoft Windows 2003 A working knowledge of Microsoft Exchange Server 2003 Features, benefits, and programming of at least one manufacturer PBX (Cisco Unified Communications Manager preferred) Attendance at AUM or equivalent knowledge Further Collaboration courses, dates and online registration: 13

14 Cisco Unified Communications After completing this course, students will be able to: Determine the appropriate platform to use and the correct voice boards that will meet the minimum hardware requirements for a Cisco Unity system, given the hardware specification for a computer messaging system of a stated capacity Select the correct components, install the software following the recommended installation sequence and verify proper operations Choose the correct integration type from a given set of specific components, and describe the steps that are needed to complete the integration Select the appropriate type of Cisco Unity networking and subscriber to ensure message delivery, message transfer, and directory replication for a given server type Use appropriate Cisco Unity tools and utilities to describe and address specific system maintenance, diagnostics, troubleshooting, and reporting problems The aim of the Implementing Cisco Unified Messaging (IUM) v8.0 course is to produce competent system engineers for the Cisco Unity product. Upon completion of this 3-day course, you will be able to install, upgrade, configure, maintain and troubleshoot new and existing Cisco Unity installations. It is the second class in a twoclass series, the first being Administering Cisco Unified Messaging (AUM). Administering Cisco Unified Messaging v8.0 (AUM) ID AUM Duration 2 Days A working knowledge of Microsoft Windows 2000 A working knowledge of the Microsoft Exchange A working knowledge of the features, benefits, and programming of at least one manufacturer s PBX (Cisco Unified CallManager or Cisco Unified Communications Manager preferred) Identify the components of the Cisco Unity system, describe their standard and optional features and explain how they integrate into a unified messaging system Configure a Cisco Unity system using acknowledged best practices and manage a Cisco Unity subscriber account using the Cisco Unity Administration tool Choose the correct subscriber type and add the individual subscriber using best practices for setting account policy, class of service, and subscriber templates Monitor and maintain a Cisco Unity system using available tools and reporting capabilities The aim of the Administering Cisco Unified Messaging (AUM) v8.0 course is to produce competent administrators of the Cisco Unity product, up to and including Release 8.0. By the end of this 2-day course, you will be able to perform system setup and customization; add, delete and modify subscribers and monitor and maintain the Cisco Unity system. It is the initial course in a two-course series - the other is Implementing Cisco Unified Messaging (IUM). As such, it lays a successful foundation for participation in the engineering-level course because a learner must understand the product features and how to use them before being able to install, configure, maintain and troubleshoot the features. Implementing Cisco Unity Connection v8.0 (IUC) ID IUC Duration 4 Days Basic understanding of fundamental terms and concepts of computer networking, including LANs, WANs, and IP switching and routing Basic knowledge of traditional public switched telephone network (PSTN) operations and technologies, including PBX and voic administration tasks Basic understanding of Cisco Unified Communications Manager or legacy PBX implementations Describe the Cisco Unity Connection system and the various deployment models Describe the process and procedures for installation of the Cisco Unity Connection software Describe the function, purpose, and configuration of digital networking in Cisco Unity Connection Describe additional integration concepts, including fax servers and Cisco Unity PIMG/TIMG integrations Describe the Cisco Unity Connection tools that are available for migrating, testing, and troubleshooting Implementing Cisco Unity Connection (IUC) v8.0 describes Cisco Unity Connection installation, networking, and advanced features, options, and configuration settings. This 4-day course presents Cisco Unity Connection with the focused goal of providing engineers and installers with the necessary skills to perform installation and setup of the Cisco Unity Connection 14 Further Collaboration courses, dates and online registration:

15 Cisco Unified Communications Cisco Unity Design & Networking (CUDN) ID CUDN Duration 4 Days Before attending CUDN, you should have completed the UCSE, CIPT1 and CIPT2 courses and understand the product installation and configuration procedures for deploying the IP Telephony solutions taught in class. Microsoft skills in Active Directory, SQL, Exchange and Windows 2000 and Windows 2003 are also recommended. CI-UCSE, CI-CIPT1, CI-CIPT2 CUDN is an advanced course for engineers responsible for the design of sustainable complex Unity solutions. Upon completion of this course, you will be able to create better network designs that better meet the criteria of being sustainable and reduce the postdeployment support requirements. 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 voic solution. Network Unity with legacy voic 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 voic systems. Cisco Unified Communications Architecture and Design (UCAD) ID UCAD Duration 5 Days Interconnecting Cisco Network Devices Part 1, v1.1 (ICND1) Interconnecting Cisco Network Devices Part 2, v1.1 (ICND2) Designing for Cisco Internetwork Solutions, v2.1 (DESGN) Implementing Cisco Voice Communications and QoS (CVOICE) v8.0 (CVOICE 8) Implementing Cisco Unified Communications Manager, Part 1 v8.0 (CIPT1 8) Implementing Cisco Unified Communications Manager, Part 2 v8.0 (CIPT2 8) Unified Communications Architecture and Design (UCAD) v8.0 provides an overview of all the components of a Cisco Unified Communications solution and demonstrates how to effectively engineer and design a Cisco Unified Communications call control solution. Identify the components that comprise a complete Cisco Unified Communications solution and size and position products within the solution Identify the products and features required in the LAN environment to support Cisco Unified Communications call control Based on existing telephony and data statistics, perform these tasks: Calculate the WAN bandwidth requirements to support VoIP calls Size the voice gateway Size and locate the media resources Identify the issues and components that make up a Cisco Unified Communications call control solution Size and locate Cisco Unified Communications call agents and Cisco Unified Communications Manager 8.x Design a correct dial plan Explain issues that impact E911 requirements Secure the voice network components Further Collaboration courses, dates and online registration: 15

16 Cisco Unified Communications Troubleshooting Cisco Unified Communications Systems (TUC) ID TUC Duration 5 Days Voice fundamentals: Cisco Voice over IP (CVOICE) Call Agent (Cisco Unified CallManager) skills and knowledge: Cisco IP Telephony Part 1 (CIPT1) Voice Infrastructure: Implementing Gateways and Gatekeepers (GWGK) An understanding of factors that affect voice and video quality: Implementing Cisco Quality of Service (QOS) Troubleshooting Cisco Unified Communications Systems (TUC) v1.0 equips network professionals with the knowledge and skills required to troubleshoot Unified Communications Systems / solutions in Enterprise, Mid-Market, and Commercial deployments. TUC teaches troubleshooting methodology, triage, resources, tools and fixes at the integrated System / Solution level, and for components (such as Cisco Unified Call Manager, Cisco Unity, videoconferencing, and infrastructure). Use a systematic methodology to troubleshoot Cisco Unified Communication systems Diagnose a call setup issue and resolve the issues Troubleshoot the quality of both voice and video streams Given a trouble call that has been isolated to a Cisco Unified Communications component, isolate the specific problem, propose a solution, and, where appropriate, implement the solution Cisco Unified Provisioning Manager (CUPM) ID CUPM Duration 2 Days Basic Microsoft Windows user-level knowledge Basic web browser usability knowledge TCP/IP networking experience Basic Cisco router and switch configuration experience Basic IP telephony network administration skills Familiarity with the implementation and administration of the following applications: Cisco Unified Communications Manager Cisco Unified Communications Manager Express Cisco Unity Cisco Unity Express Cisco Unity Connection Upon completion of this course, you should be able to: Describe what is meant by the term unified communications and describe the management space and the Cisco suite of products for managing the Cisco Unified Communications System Discuss the associated network management needs and challenges Effectively use Cisco UPM to: Auto configure a unified communications environment by domains and service areas Push infrastructure configurations out to new networks Load subscriber data or migrate existing subscriber data Administer individual adds, updates, or deletes through a single interface and synchronize it across the unified communications environment Roll out new subscribers and services automatically on existing unified communications networks After completing this two-day course, students should be able to use these products to properly provision Cisco Unified Communications networks, consisting of Cisco Unified Communications Manager, formerly called Cisco CallManager, Cisco Unified Communications Manager Express, Cisco Unity, Cisco Unity Express, and Cisco Unity Connection. Students will meet these objectives by applying the information learned in the lectures through hands-on lab exercises. Module 1: Introduction Module 2: Using Cisco UPM Module 3: System Administration Laboratory 16 Further Collaboration courses, dates and online registration:

17 Cisco Unified Communications Implementing Cisco Unified Communication Manager v7.0 (UCM70) ID UCM70 Duration 3 Days Completion of CIPT1and CIPT2or equivalent knowledge. The knowledge and skills that a learner must have before attending this course are as follows: Working knowledge of converged voice and data networks. Working knowledge of Cisco IOS gateways. Ability to configure and operate Cisco Unified Communications Manager and Cisco IOS gateways in a multisite environment. Very good understanding of multisite dial plans, including the following components: SRST and CFUR AAR Line / device CSS approach Device mobility TEHO Basic knowledge about Cisco Unified Mobility At the end of this course, the delegate will be able to: The course outline is as follows: Installation of Cisco Unified Communications Manager Release 7.0 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 Release 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 Describe update and installation options of Cisco Unified Communications Manager v7.0 List and implement new features of Cisco Unified Communications Manager v7.0 learned in the lectures through hands-on lab exercises. Deploying Workforce Management for Cisco Unified Workforce Optimisation (WFM) ID WFM Duration 4 Days None Install WFM Configure WFM for your call center Generate and adjust forecasts Create and edit schedules Perform intraday functions, such as adding non-production activities to a schedule and trading two agents schedules Generate reports Utilize historical data to calculate forecast accuracy and create forecasts for new CSQs Describe how to use the agent interface Describe the resources that are available for troubleshooting problems in WFM Introduction to WFM for Cisco Unified WFO WFM configuration Forecast Management Schedule Management Intraday Functions Report Management Special Functions Agent Functions Troubleshooting Resources Further Collaboration courses, dates and online registration: 17

18 Cisco Unified Communications Implementing Cisco Unity Connection (IUC) ID IUC Duration 3 Days Basic understanding of voice mail systems Knowledge of PBX operation or Cisco Unified Communications Manager Knowledge of traditional public switched telephone network (PSTN) operations and technologies Cisco Unity Connection design and platform overlays Deployment models and integration options Digital networking and Voice Profile for Internet Messaging (VPIM) Installation process Verify the proper installation and integration Configure digital networking Concepts, function, and features of PBX IP Media Gateway (PIMG) and T1 Media Gateway (TIMG) Features and configuration of fax integration SpeechView and Live Record features Purpose and function of the Cisco Object Backup and Restore Application Suite (COBRAS) Features, function, and configuration of the Real-Time Monitoring Tool (RTMT) Navigate Cisco Unity Connection Administration Call handlers, users, and call flow How to add users and contacts Implement the dial plan Various user features Design and build an audiotext application Introduction to Cisco Unity Connection Installing and Integrating Cisco Unity Connection Digital Networking VPIM Networking Advanced Integration Concepts Cisco Unity Connection User Operation Configuring Users and Contacts Implementing Features Using Cisco Unity Connection Applications, Tools, and Reports Laboratory Deploying Cisco Unified Intelligence Center (DUIC) ID DUIC Duration 3 Days The knowledge and skills that you should have before attending this course are: A working knowledge of Unified Contact Center Enterprise A working knowledge of contact center operations Upon completing this course, you will be able to: Deploying Cisco Unified Intelligence Center (DUIC) 8.0 is a threeday ILT course. Cisco Unified Intelligence Center 8.0 is a comprehensive, end-to-end reporting solution, designed to make the task of creating reports and managing disparate data sources easier on the customer and, at the same time, present a consistent user interface and a common tool to access the varied data across multiple Cisco product families. Provide a comprehensive overview of the Cisco Unified Intelligence Center Demonstrate how to install, administer and provide security for the CUIC solution Describe reporting concepts and capabilities and features of CUIC reports Provide a detailed description of how custom reports from normal data sources (Cisco Unified CCE and Cisco CVP) and new data sources can be created to meet specific customer requirements 18 Further Collaboration courses, dates and online registration:

19 Cisco Unified Communications Implementing Cisco IOS Telephony and Unified Communications Express v8.5 (IITUCX) ID IITUCX Duration 5 Days The knowledge and skills that a learner must have before attending this course are as follows: Working knowledge of fundamental terms and concepts of computer networking to include LANs, WANs, and IP switching and routing. Ability to configure and operate Cisco routers and switches Interconnecting Cisco Network Devices 1 (ICND1). Cisco CCENT certification recommended as a prerequisite. Very good understanding of multisite dial plans, including the following components: SRST and CFUR AAR Line / device CSS approach Device mobility TEHO Basic knowledge about Cisco Unified Mobility Upon completing this course, the learner should be able to meet these overall objectives: Explain the benefits and components of a Cisco Unified Communications system. Describe how traditional telephony systems operate. Describe the basic operation, protocols, and components that are involved in a VoIP call, and you will be able to configure a gateway to support these calls. Implement Cisco Unified CME to support a single site Install and configure Cisco Unity Express, including Cisco Unity Express AutoAttendant. The Implementing Cisco IOS Telephony and Unified Communications Express (IITUCX) v8.5 is a five-day ILT class designed to be the primary training for Cisco Unified Communications Manager Express (Cisco Unified CME) and Cisco Unity Express. The goal of the course is to provide learners with the necessary knowledge and skills to implement Cisco Unified CME and Cisco Unity Express by using the CLI and GUI interfaces. This subtopic provides an overview of how the course is organized. Course Introduction Cisco Unified Communications System Introduction Traditional Telephony Operations VoIP Fundamentals Cisco Unified Communications Manager Express Implementation Cisco Unity Express Implementation Lab Guide Implementing Cisco Unified Communications 8.5 Features (UC85) ID UC85 Duration 5 Days You will gain the most from this course if you have experience in deploying and managing Cisco Unified Communications networks. Cisco CCNP Voice level of knowledge is required to attend this course. Upon Describe the new features in Cisco Unified Communications Manager, introduce Cisco Unified Communications Manager Session Manager Edition, and explain client enhancements and new clients Describe Cisco Unity Connection including new functions, architecture, deployment, and redundancy options Describe and configure new Cisco Unified Presence features, message compliance, federation, and calendaring Describe the components of a virtual infrastructure supporting Cisco Unified Communications Applications Describe enhancements in Cisco Unified SRSX, Cisco Unified Messaging Gateway, and Cisco Unified Border Element Call Processing Update Voice Messaging Update Cisco Unified Presence Cisco Unified Communications Virtualization Cisco Unified SRSX and Cisco Unified Border Element Further Collaboration courses, dates and online registration: 19

20 Cisco Unified Communications Designing and Implementing Cisco Jabber for Desktop and for Mobile (FL-DICJ) ID FL-DICJ Duration 3 Days The skills and knowledge required to attend this course are expressed below: Delegates must have attended and passed the following courses, or have the equivalent experience in order to fully benefit from this course. This course will explore the implementation of the Jabber Client for Desktop and for Mobile (iphone, Android and ipad). After completing this course students will be able to design and implement a complete Cisco Jabber solution ( on premises or cloud based) and they will be able to describe the requirements for Cisco Jabber for Mobile and integrate it with Cisco Unified CM 9.0, Cisco Unified CM IM and Presence and Cisco TelePresence VCS. Cisco Jabber for Desktop Cisco Jabber Deployment Option (On Premises vs. Cloud) Cisco Jabber Authentication Options Cisco Jabber Desktop Sharing options (WebEx Adhoc and BFCP) Cisco Unified IM and Presence: Multi-node Design, Planning and Implementation Cisco Jabber and UDS (User Data Service) Integrating Cisco Unified IM and Presence with Cisco Unified CM 9.0 and Pre 9.0 Troubleshooting Cisco Unified IM and Presence Database Installation & Integration ( Persistent Chat and Message Compliance) Cisco Unified Presence Calendaring Enablement of SIP/XMPP Federation Integrating Cisco Jabber with Unity Connection for Visual Voic Integrating Cisco Jabber with Microsoft Office 2010 Cisco Jabber for Mobile (iphone, ipad and Android) Cisco UC components requirements Deployment options Provisioning Cisco Jabber on Cisco Unified CM and VCS & TMS (Only Cisco Jabber for ipad) Cisco Jabber Secure Connect feature Hands-On Lab Implementing Cisco Jabber for Windows Configuring Cisco Unified IM and Presence and Cisco Unified CM 9.0 Integration Cisco Jabber Visual Voic Enable Persistent Chat and Message Compliance Configuring XMPP federation Enable Cisco Unified IM and Presence High Availability Troubleshooting Cisco Unified IM and Presence Implement Cisco Jabber for iphone and Jabber IM Implementing Cisco Jabber for ipad 20 Further Collaboration courses, dates and online registration:

21 Cisco Unified Communications Cisco Unified Collaboration Design (Bootcamp) (CUCD) ID CUCD Duration 4 Days Working knowledge of fundamental terms and concepts of computer networking including LANs. Basics of digital interfaces, PSTN, and VoIP. Fundamental knowledge of converged voice and data networks. Ability to configure Cisco IOS gateways with traditional and VoIP call legs. Upon completing this course, the learner should be able to meet these overall objectives: Describe Cisco Unified Communications Manager, Communication Manager Business Edition and Communication Manager Express including its functions, architecture, deployment and redundancy options (SRST, CME-SRST and E-SRST) Describe the main components of UCS solution (B and C series) Describe Cisco Communication Manager Session Management Edition Solution Identify different VXC clients, Cisco Cius and solution architecture. Identify the difference between CUWL and UCL Licensing Model, how to order each type and Enterprise License Manager (ELM) Identify the different mobility solutions including Mobile Connect and Mobile Voice Access Describe Cisco Jabber for desktop and for mobile (iphone, ipad, Android) clients, architecture and Ordering Describe the CUCi-Lync solution and ordering options Unity Connection 9.x as Unified Messaging solution,srsv (Survivable Remote Site Voice Mail) Updates and Visual Voic Understand the Collaboration Prime products portfolio. Describe the Cisco Unified Contact Center Express 9.x Architecture and Updates Describe Cisco Telepresence and Video Conference Solutions including VCS, TMS, C series Endpoints and CTS 1000, 3000 and TX9000 Describe the different Cisco MeetingPlace 8.x/WebEx and WebEx Cloud Connected Audio (CCA) deployment options. Cisco Unified CM Cisco Prime UC Management suite Cisco Unified Collaborative Clients Mobile Applications Cisco Unified Meeting Place Cisco Unified Contact Center Digital Media Suite TelePresence and Video Solution Deploying Cisco Unified Communications Manager Cisco Unified Mobility Deploying Cisco Unity Connection Unified Messaging Deploying Cisco Unified Collaborative Clients Cisco Unified MeetingPlace 8.x Deployment Options Design and Deploy Cisco TelePresence Cisco Unified Contact Center Express 9.x Further Collaboration courses, dates and online registration: 21

22 Cisco Unified Communications Ordering Cisco Unified Collaboration Workspace Products (OCUC) ID OCUC Duration 3 Days The The knowledge and skills that a learner must have before attending this course are as follows: Basic LAN and WAN understanding. Fundamental knowledge of converged voice and data networks. Very good understanding of multisite dial plans, including the following components: SRST and CFUR AAR Line / device CSS approach Device mobility TEHO Basic knowledge about Cisco Unified Mobility Describe Cisco Unified Communications Manager, Business Edition and Communication Manager Express including the differences between each solution and the licensing options for each Describe the main components of UCS solution (B and C series) from the sales point of view. Describe Cisco Communication Manager Session Management Edition Solution Identify different VXC clients and Cisco Cius. Identify the difference between CUWL and UCL Licensing Model, how to order each type. Describe the new Enterprise License Manager (ELM) Identify the different mobility solutions including Mobile Connect and Mobile Voice Access Describe Cisco Jabber for desktop and for mobile (iphone, ipad, Android) clients, architecture and Ordering Describe the CUCi-Lync solution and ordering options Describe Cisco Unified Messaging Solutions Understand the Collaboration Prime products portfolio. Describe the Cisco Unified Contact Center Express and version 9.0 new features. Describe Cisco Telepresence and Video Conference Solutions including VCS, TMS, C series Endpoints and CTS 1000, 3000 and TX9000 Describe the different Cisco MeetingPlace 8.x/WebEx and WebEx Cloud Connected Audio (CCA) deployment options. Describe the Cisco WebEx Meeting Server (CWMS) Solution components. Cisco Unified CM Cisco Unified Messaging Solutions Cisco Prime UC Management suite Cisco Unified Collaborative Clients Mobile Applications Cisco Unified Contact Center Digital Media Suite TelePresence and Video Solution Course Labs 22 Further Collaboration courses, dates and online registration:

23 Cisco Unified Communications Implementing Cisco BE 6K v9.0 (ICBE-6K) ID ICBE-6K Duration 3 Days Understanding of Cisco Unified Communications Manager After you complete this course you will be able to: Understand the BE6000 solution and market positioning Use the BE6000 sizing tools Understand the key UCS and VMware concepts and guidelines for BE6000 Describe the Cisco endpoint range Connect and configure a user on BE6000 Configure Unity Connection and user mailbox Describe Cisco Unified Presence Complete initial configuration of CUP Install Cisco Jabber on Desktop Install Cisco Jabber IM on IPhone or Android Integrate Webex Meeting Center and CUP Understand the VXI Concept and VXI Sizing and Configuration Tool Explain the key features of UCCX Complete inital setup and configuration of UCCX Understand mobility design considerations Architecture and Sizing Pre-Installation ESXi Installation Using Vsphere client to create a UC VM Installing a UC VM Cisco Unified Communication Manager Cisco Unity Connection Cisco Unified Presence Unified Contact Center Express and 1700). Cisco Unified Communications 9.0 Updates (UCM9) ID UCM9 Duration 2 Days Similar knowledge level to CCNP-Voice. It is recommended that the student be familiar with the UC 8.0 release or higher. After completing this course, you will be able to: 9.0 system release. Enrich your skills and prepare yourself to be able to deploy, configure and support UC 9.0 in your own or your customers' networks. With a heavy dose of hands-on lab exercises, you will learn about enhancements to Cisco Unified Communications Manager and other components of the UC solution, including these highlights: Understand and implement the latest 9.0 Unified Communications Managers enhancements, including updates Cisco Extend and Connect Understand and implement the latest 9.0 enhancements to the Unified Communications solution, including Cisco Jabber and Cisco Extension Mobility Cross Cluster Understand and implement new Unified Communications capabilities, including URI dialing, Cisco Intercluster Lookup Service, and VCS integration with CUCM Extension Mobility Cross Cluster Cisco Jabber VCS Integration with Cisco Unified Communications Manager URI dialing and converged dial plans Cisco leads the market with Unified Communications solutions that connect people, information, and teams, helping to enable comprehensive and effective collaboration. Fast Lane keeps you on the leading edge of Cisco UC knowledge with this "delta" course focusing on the enhancements introduced in Cisco's UC Further Collaboration courses, dates and online registration: 23

24 Cisco Unified Communications Cisco Unified Collaboration Design Bootcamp v9.x (CUCD) ID CUCD Duration 4 Days The knowledge and skills that a learner must have before attending this course are as follows: Working knowledge of fundamental terms and concepts of computer networking including LANs. Basics of digital interfaces, PSTN, and VoIP. Fundamental knowledge of converged voice and data networks. Ability to configure Cisco IOS gateways with traditional and VoIP call legs. By the end of the course delegates will be able to: Describe Cisco Unified Communications Manager, Business Edition and Communication Manager Express including its functions, architecture, deployment and redundancy options (SRST, CME-SRST and E-SRST) Describe Cisco Communication Manager Session Management Edition Solution Identify different VXC clients and Cisco Cius. Identify the new Enterprise License Manager (ELM) server Identify the different mobility solutions including Mobile Connect and Mobile Voice Access Deploying Cisco Jabber for desktop and for mobile (iphone, ipad, Android) clients, architecture and deployment options. Implment CUCi-Lync solution. Unity Connection 9.x as Unified Messaging solution, SRSV (Survivable Remote Site Voice Mail) Updates. Understand the Collaboration Prime products portfolio. Describe the Cisco Unified Contact Center Express 9.x Architecture and Updates Cisco TelePresence different deployment options and integrating Cisco Unified CM with Cisco TelePresence VCS Describe the different Cisco MeetingPlace 8.x/WebEx and WebEx Cloud Connected Audio (CCA) deployment options. Describe the new Cisco WebEx Meeting Server (CWMS) By the end of this course you will get a full understanding of Cisco Unified Collaboration portfolio, the deployment options for all Collaboration solutions and the main design issues that you have to consider in your new design. ALL Cisco Unified Collaboration different solutions will be covered in this course including the following: Cisco Unified CM, Cisco Unified CME, Cisco Messaging Solutions, Cisco Digital Media Suite (DMS), Cisco Web Conferencing (MeetingPlace, WebEx and Cisco WebEx Meeting Server (CWMS)), Cisco Jabber and Cisco TelePresence. Also you will get hands on experience on the latest version (v9.0) of Cisco Unified Collaboration products. Course Modules: Deploying Cisco Unified CM Cisco Unified Messaging Deployment and Integration Optio Cisco Prime UC Management suite Deploying Cisco Unified Collaborative Clients Deploying Cisco Web Conferencing Digital Media Suite Solution Overview TelePresence and Video Deployment and Integration Deploying and Implementing Cisco Unified Contact Center Express 9.x 24 Further Collaboration courses, dates and online registration:

25 Cisco Unified Communications Ordering Cisco Unified Collaboration Workspace Products (OCUCv9.x) ID OCUCv9.x Duration 3 Days The knowledge and skills that a learner must have before attending this course are as follows: Basic LAN and WAN understanding. Fundamental knowledge of converged voice and data networks. By the end of the course delegates will be able to: Describe Cisco Unified Communications Manager, Business Edition and Communication Manager Express including the differences between each solution and the licensing options for each Describe the main components of UCS solution (B and C series) from the sales point of view. Describe Cisco Communication Manager Session Management Edition Solution Identify different VXC clients and Cisco Cius. Identify the difference between CUWL and UCL Licensing Model, how to order each type. Describe the new Enterprise License Manager (ELM) Identify the different mobility solutions including Mobile Connect and Mobile Voice Access Describe Cisco Jabber for desktop and for mobile (iphone, ipad, Android) clients, architecture and Ordering Describe the CUCi-Lync solution and ordering options Describe Cisco Unified Messaging Solutions Understand the Collaboration Prime products portfolio. Describe the Cisco Unified Contact Center Express and version 9.0 new features. Describe Cisco Telepresence and Video Conference Solutions including VCS, TMS, C series Endpoints and CTS 1000, 3000 and TX9000 Describe the different Cisco MeetingPlace 8.x/WebEx and WebEx Cloud Connected Audio (CCA) deployment options. Describe the Cisco WebEx Meeting Server (CWMS) Solution components. In this course, you will know the different Cisco Unified Collaboration solutions, the different licensing options and how can you order each solution. The course will cover all the different Cisco Unified Collaboration products including the following Cisco Unified CM, Cisco Unified CME, Cisco Messaging Solutions, Cisco Digital Media Suite (DMS), Cisco Web Conferencing (MeetingPlace, WebEx SaaS and Cisco WebEx Meeting Server (CWMS)), Cisco Jabber and Cisco TelePresence and licensing options including CUWL and UCL. Modules: Cisco Unified CM Cisco Unified Messaging Solutions Cisco Prime UC Management suite Cisco Unified Collaborative Clients Mobile Applications Cisco Web Conferencing Cisco Unified Contact Center Digital Media Suite TelePresence and Video Solution Implementing Cisco Video Network Devices, Part 1 (e-learning) (VIVND1) ID VIVND1 Duration 3 Days Working knowledge of basic IP basic networking. Cisco Basic IP networking e-learning or Interconnecting Cisco Devices Part 1 and Part 2 (ICND1 and ICND2). Implementing Cisco Video Network Devices, Part 1 (VIVND1) v1.0 course is a learning product designed to provide students with the necessary knowledge to describe characteristics of video solutions and assess the requirements for a successful implementation of a video solution. The course describes the characteristics of a video solution and enables students to evaluate the general requirements for video deployments such as coding options, media formats, protocols, network impact, high-level architectural components and their interactions, and requisites to the environment. Supported on Windows or Mac computing environments. Downloadable version requires Safari browser (v5.x and above) and Java (v1.6 through 1.7 build 5). The online streaming version is supported with: Safari (v5.x and above), Chrome (v21.x and above), or Firefox (v16.x and above) with Flash (v9.x and above). The training will not work with other browsers, including Internet Explorer. Further Collaboration courses, dates and online registration: 25

26 Cisco Unified Communications Implementing Cisco Video Network Devices, Part 2 (VIVND2) ID VIVND2 Duration 5 Days The knowledge and skills that you must have before attending this course are as follows: Interconnecting Cisco Network Devices Part 1, Version 2.0 (ICND1) and Interconnecting Cisco Network Devices Part 2, Version 2.0 (ICND2) or equivalent Working knowledge of basic IP basic networking Knowledge of Video Foundation Topics listed in the Implementing Cisco Video Network Devices, Part 1 (VIVND1) v1.0 course Cisco Business Video Solutions Cisco Unified Communications and Collaboration Video Endpoints Cisco TelePresence Endpoints Multipoint Conferencing This course is designed to provide you with the necessary knowledge and skills that are needed to implement various Cisco video endpoints in converged Cisco video infrastructures. Cisco business video solutions have four major Cisco Medianet application components: Cisco Unified Communications and Collaboration Cisco TelePresence Cisco Digital Media Suite Cisco Video Surveillance This course describes Cisco business video solutions and enables students to implement and troubleshoot Cisco Unified Communications, Cisco Collaboration and Cisco TelePresence endpoints in different Cisco business video solution architectures. 26 Further Collaboration courses, dates and online registration:

27 Cisco CCIE 360 Voice CCIE 360 Voice - ILT Workshop 1 (CIEV1) ID CIEV1 Duration 5 Days Cisco Unified Communications Manager Express and Cisco Unity Express skills Telephony and dial plan design skills Cisco Unified Communications Manager configuration skills Cisco gateway configuration skills Cisco gatekeeper configuration skills Cisco Unified Communications troubleshooting skills QoS configuration skills Cisco Unity Connection configuration skills Cisco Contact Center configuration skills Cisco Unified Presence Server configuration skills To possess the prerequisite skills and knowledge, you must have passed the CCIE Voice Written Exam. 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 Describe the CCIE-level problem-solving approach to voice applications task analysis Identify next steps in CCIE Voice Lab Exam preparation Cisco 360 CCIE Voice Advanced Workshop 1 (CIEV-1 v1.0) teaches you how to use an expert-level problem-solving process, including options analysis, to support complex Cisco Unified Communications technologies and topologies. The course is part of a blended learning curriculum that aids you in preparation for the CCIE Voice Lab Exam. CIEV-1 includes 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. Course time begins at 8:30 a.m. (0830) daily and continues into the late afternoon or evening. Course time that extends late into the day is primarily dedicated to hands-on lab assignments. You may have the option to perform these assignments inside or outside of the classroom. On the last day of class, the course ends between 4:30 and 5:00 p.m. (1630 and 1700). CCIE 360 Voice - ILT Workshop 2 (CIEV2) ID CIEV2 Duration 4 Days You must have completed Cisco CCIE Voice Advanced Workshop 1 (CIEV-1) or its equivalent, or have a recorded strong attempt at the actual Cisco CCIE Voice lab You must also possess a solid understanding of the core technologies that are encountered in the Cisco CCIE Voice Lab Exam. These technologies include: Telephony and dial plan design skills Cisco Unified Communications Manager and Cisco Unified Communications Manager Express configuration and troubleshooting skills Cisco gateway and gatekeeper configuration and troubleshooting skills QoS configuration and troubleshooting skills Cisco Unified Contact Center Express, Cisco Unified Presence, and Cisco Unity Connection configuration and troubleshooting skills 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 Further Collaboration courses, dates and online registration: Cisco 360 CCIE Voice Advanced Workshop 2 (CIEV-2 v1.0) teaches you how to use an expert-level problem-solving process, including options analysis, to support complex Cisco Unified Communications technologies and topologies. The course also allows you to refine your 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 timeand 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. Course time begins at 8:30 a.m. (0830) daily and continues into the late afternoon or evening. Course time that extends late into the day is primarily dedicated to hands-on lab assignments. You may have the option to perform these assignments inside or outside of the classroom. On the last day of class, the course ends between 4:30 and 5:00 p.m. (1630 and 1700). 27

28 Cisco Unified MeetingPlace Designing Cisco Unified MeetingPlace Solutions (DMPS) ID DMPS Duration 3 Days You should have completed the self-paced Cisco MeetingPlace Product Overview course You should have hands-on experience with MeetingPlace from having attended the following on-line courses: "CMBU" - Cisco MeetingPlace Basic User (90-minute Web-based) "CMAD" - Cisco MeetingPlace System Administrator (90- minute, web-based) 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. Successfully design Cisco's rich-media conferencing solution appropriate for integration into a customer 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 deployment plan, given specific customer environments and requirements Implementing Cisco Unified MeetingPlace Solutions (IMPS) ID IMPS Duration 5 Days 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 (suggested training -- Implementing Cisco IP Video Conference Rich Media Communications (ICRMC) Ability to configure and operate Cisco Unified Communication Manager (suggested training -- Implementing Cisco Unified Communication Manager Part 1 (CIPT1) Install, troubleshoot, monitor and maintain a comprehensive Cisco MeetingPlace solution in a customer enterprise environment Transfer appropriate learning to end users of the conferencing solution Identify system components and client information required to successfully implement a comprehensive MeetingPlace solution Verify successful operation of a MeetingPlace Media Server after performing an installation or upgrade Successfully implement a MeetingPlace Control Server including required interactions with customer SIP, and directory services Successfully implement and maintain a MeetingPlace Web Conferencing solution for internal and external access Identify user interfaces and procedures required to perform MeetingPlace administration and maintenance tasks and to configure specific integrations 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 deployment models in an enterprise customer network. You will 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. Providing External Access to MeetingPlace Web Conferencing Upgrading or Uninstalling a Functioning MeetingPlace Web Conferencing Installation 28 Further Collaboration courses, dates and online registration:

29 Cisco Digital Media Suite Digital Media Systems (DMS) ID DMS Duration 4 Days An understanding of basic routing and switching including multicasting After completing this course, students will have a thorough understanding 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. Install Show and Share application Configuring Show and Share Show and Share Videos Show and Share Live Events Integrating MXE and SnS Specific objectives covered in this course include: Understand traditional Signage market Describe Digital Media Player devices Configure DMPs via Device Manager (DMPDM) Advanced DMP features: WiFi and Touch screen Install Digital Media Manager Manage Digital Signs application Content Distribution Utilize Digital Media Designer Designing Cast Show and Share for end users The goal of the course is to technically enable Cisco partner sales engineers to install and configure the Cisco Digital Media Suite through implementing the comprehensive suite of Digital Signs, Cast, and Show and Share applications for real-time and on-demand communication including flexible digital media creation, management, and publishing of content in various formats to multiple devices. Cisco Academy of Digital Signage (ADS) ID ADS Duration 2 Days Skilled in rich media content creation and video production Adobe Photoshop Adobe Illustrator Adobe Flash Adobe Premiere Adobe Dreamweaver 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 provides an instructor-led course to help develop the skills needed to produce digital signage for every market and customer. You will learn the following concepts during the two day course: Content Creation will highlight best practices for creating high-definition, on-demand video, networkbroadcasted 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 management, 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 Media Professional. Further Collaboration courses, dates and online registration: 29

30 Cisco TelePresence Implementing Cisco TelePresence Solutions Immersive (ITSI) / (TPBOOT) ID ITSI Duration 5 Days Interconnecting Cisco Networking Devices Part 1 Interconnecting Cisco Networking Devices Part 2 Implementing Cisco Quality of Service Implementing Cisco Unified Communications Manager Part 1 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 configuration 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 Exploring The Implementing Cisco TelePresence Solutions Immersive (ITSI) v1.0 5-day course is a combination course made up of the Implementing Cisco TelePresence Solutions (ITS) v1.1 4-day course and the Physical Installations of Cisco TelePresence Solutions (PITS) v1.0 1-day course. ITS v1.1 teaches Cisco TelePresence architecture, components, functionality, features, and interoperability. It describes how to plan, design, implement and troubleshoot a Cisco TelePresence video networking solution to deliver an immersive experience with low latency, jitter, and packet loss. ITS v1.1 includes an Overview of Cisco Collaboration Solutions and an expanded interoperability section that covers Cisco MediaNet's MXE Solutions. You will gain a firm understanding of installation to ongoing management. PITS v1.0 is a 1-day instructor-led course designed to help you plan, design and implement the physical assembly and installation of immersive Cisco TelePresence rooms. ITSI v1.0 is designed to help you prepare for the Cisco TelePresence Solutions Specialist certification. Implementing Cisco TelePresence Solutions (ITS) ID ITS Duration 4 Days Interconnecting Cisco Networking Devices Part 1 Interconnecting Cisco Networking Devices Part 2 Implementing Cisco Quality of Service Implementing Cisco Unified Communications Manager Part 1 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 Implementing Cisco TelePresence Solutions (ITS) v1.0 is a fourday, 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 is a component of the Cisco TelePresence Solutions Specialist curriculum. The course will provide you with a firm understanding of installation to ongoing management. The Implementing Cisco TelePresence Solutions course reinforces the instruction by providing hands-on labs. 30 Further Collaboration courses, dates and online registration:

31 Cisco TelePresence Physical Installation of Cisco TelePresence Systems (PITS) ID PITS Duration 2 Days The knowledge and skills that a learner must have before attending this course are as follows: Basic computer literacy Basic Windows navigation skills Basic Internet usage skills Basic usage skills Upon completing this course, the learner will be able to meet these overall objectives: 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 professional-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. 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 configuration Further Collaboration courses, dates and online registration: 31

32 Cisco TelePresence Cisco TelePresence Installation and Configuration Training (TCIT) ID TCIT Duration 5 Days Following are the prerequisites for this course: Cisco TelePresence Support and Operations Training (TSOT) or equivalent knowledge and experience Networking knowledge including IPv4 addressing, OSI 7-layer model, uses of switches and routers, DHCP, cabling, and DNS Upon completion of this course, you should be able to: Install Cisco TelePresence appliance hardware and the Cisco TelePresence MSE 8000 chassis and assign IP addressing information Install Cisco TelePresence Management Suite (TMS) on a preconfigured window server and configure basic settings Describe hardware requirements for Cisco TelePresence Manager and Cisco TelePresence Multipoint Switch Describe how the Cisco UCM and Cisco VCS interact Describe which endpoints interoperate and how the Cisco TelePresence Server can be used to facilitate any endpoint working with any other endpoint Configure the basic settings needed on a Cisco VCS; interpret the messages sent by H.323 and SIP endpoints during a registration, a call, and a deregistration Recall and describe video and audio standards used in Cisco TelePresence Describe call routes suing the Cisco VCS and Cisco UCM devices Provision Cisco TelePresence System endpoints and Cisco Unified IP Video Phones using Cisco UCM, Cisco TMS, and Cisco VCS Create search rules and transforms, a DNS zone, and subzones on the Cisco VCS for a given scenario Configure a firewall traversal connection and describe its effects on devices Configure a Cisco TelePresence Multipoint Switch, a Cisco TelePresence MCU, a Cisco TelePresence Server, Cisco TMS, Cisco TelePresence Conductor, and a Cisco ISDN Gateway Describe the operation of Cisco TelePresence Manager Describe clustering capabilities of Cisco VCS, Cisco TMS, Cisco TelePresence Conductor, Cisco TelePresence Multipoint Switch, Cisco TelePresence Manager, Cisco TelePresence MCU, and Cisco TelePresence Server Describe the roles of a LAN and of QoS on a telepresence network Describe basic security features on Cisco TelePresence endpoints and infrastructure devices and the encryption capabilities of SIP and H.323 registrations and calls Use the Cisco VCS to prevent both calls and registrations of certain endpoints and describe the effects of authentication on Cisco TMS provisioning The Cisco TelePresence Installation and Configuration Training version 1.0 instructor-led course offered by High-Touch Delivery Learning Services will provide participants with the skills and knowledge needed to install and configure the main infrastructure components of a Cisco TelePresence network. Infrastructure devices covered in this course include: Cisco TelePresence Video Communication Server (VCS) Cisco TelePresence Management Suite (TMS) Cisco TelePresence Multipoint Control Unit (MCU) Cisco TelePresence Server Cisco TelePresence Multipoint Switch (CTMS) Cisco TelePresence MSE8000 and associated blades Cisco TelePresence Manager Cisco TelePresence Conductor In addition, this course covers provisioning of Cisco TelePresence System endpoints and Cisco Unified IP Phones from Cisco UCM and configuring Session Initiation Protocol (SIP) trunks to link Cisco UCM to Cisco VCS. 32 Further Collaboration courses, dates and online registration:

33 Cisco TelePresence Cisco TelePresence Support and Operations Training (TSOT) ID TSOT Duration 5 Days There are no prerequisites for this course, but computer networking knowledge is recommended. Upon Upon completion of this course, you should be able to: Operate, install, configure, maintain, and troubleshoot Cisco TelePresence System Integrator C Series and related endpoints, including Cisco TelePresence EX, MX, and SX SeriesSchedule and manage multipoint conferences using Cisco TelePresence MCU Schedule, manage, maintain, and troubleshoot endpoints using Cisco TMS Describe the purpose of Cisco TelePresence infrastructure devices and their role within TelePresence infrastructure Describe the H.323, Session Initiation Protocol (SIP), and TelePresence Interoperability Protocol(TIP) protocols; and define terms used in TelePresence Use the Cisco TelePresence Video Communication Server (VCS) to track calls and aid troubleshooting Describe the differences between Cisco TelePresence MCU products and the differences between the Cisco TelePresence System Codec C Series, Cisco TelePresence MXP Series, and Cisco TelePresence System endpoints Make calls between an IP phone registered to a preconfigured Cisco Unified Communications Manager and a telepresence endpoint registered to a preconfigured Cisco VCSConfigure Cisco TelePresence Conductor to set up a Rendezvous conferenceoperate the Cisco TelePresence Content Server (TCS) The course focuses on the skills required for first-level helpdesk technicians who provide support for Cisco TelePresence users. Skills covered include: Installing, configuring, and operating endpoints Setting up multiple-site conferences using the Cisco TelePresence Multipoint Control Unit (MCU) Configuring and operating the Cisco TelePresence Management Suite (TMS) to manage conferences Cisco TelePresence Troubleshooting Training (TTST) ID TTST Duration 5 Days Cisco TelePresence Support and Operations Training (TSOT) One of the following: Cisco TelePresence Installation and Configuration Training (TICT) or Implementing Advanced TelePresence Video Solutions Part 1, v1.0 (PAIATVS1) andimplementing Advanced TelePresence Video Solutions Part 2, v1.0 (PAIATVS2)or equivalent knowledge and experience Networking knowledge, including IPv4 addressing, Open Standards Institute (OSI) 7-layer model, uses of switches and routers, Dynamic Host Configuration Protocol (DHCP), cabling, and DNS Upon completion of this course, you should be able to: Locate and interpret diagnostic information related to registration, calls, call quality, and provisioning on infrastructure devices including the Cisco VCS, Cisco Unified Communications Manager (UCM), and Cisco TelePresence Management Suite (TMS)Obtain and display IP traces Display logs on Cisco C Series Codecs and the Cisco VCS; capture, display, and interpret Session Initiation Protocol (SIP), H.320, H.323, and interworking logs on Cisco TelePresence hardware Identify and troubleshoot faults in the call setup process; and trace and interpret messages involved in connecting a provisioned endpoint Describe symptoms of faults and good fault-prevention methods and use Cisco TMS to identify reliability patterns Describe how Cisco TMS communicates with other infrastructure devices and troubleshoot faults within Cisco TMS itself Troubleshoot issues related to firewalls and clustering on Cisco TelePresence infrastructure devices and configure relevant service records (SRV) for Domain Name System (DNS) Describe the effect of network settings on the TelePresence experience Communicate effectively with Cisco Technical Assistance Center (TAC) and with the Cisco Global Licensing Operations (GLO) team Resolve multiple faults in a preconfigured network The The Cisco TelePresence Troubleshooting Training version 1.0 instructor-led course provides you with the ability to troubleshoot issues ranging from configuration errors to complex infrastructure issues. You will gain a detailed understanding of what is happening at a low level and the skills to be able to identify the likely causes of errors and resolve them. The course also recognizes that in many installations the engineer does not have access to all parts of the TelePresence network and thus will show students how to build up evidence of problems in order to demonstrate it to other departments and to the Cisco Technical Assistance Center (TAC). Further Collaboration courses, dates and online registration: 33

34 Tandberg TelePresence Cisco acquired TANDBERG in November Now as part of the Cisco Family TANDBERG offer a full range of TelePresence endpoints for immersive environments, conference 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. Implementing Express TelePresence Video Solutions (PAIETVS) ID PAIETVS Duration 2 Days The knowledge and skills that a learner must have before attending this course are as follows: Completed and passed the PATVSEE exam Completed the ELT component of the PAIETVS course At the end of the 2-day course students will be able to install and operate a basic a simple Cisco TelePresence network. Upon completing this course, the learner will be able to meet these overall objective to put into practice the skills learnt within the online component 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 At the end of this 2-day course, you will be able to install and operate a basic Cisco TelePresence network. 34 Further Collaboration courses, dates and online registration:

35 Tandberg TelePresence Implementing Advanced TelePresence Video Solutions Part 1 (PAIATVS1) ID PAIATVS1 Duration 5 Days Completed and passed the PATVSEA exam Locate support documentation, install, operate, configure, maintain and troubleshoot Cisco TelePresence Codec C90 Describe Call Control protocols, install, configure basic registration capabilities 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 Cisco TelePresence Management Suite (TMS) At the end of this 2-day course, you will be able to install and operate a basic Cisco TelePresence network. Implementing Advanced TelePresence Video Solutions Part 2 (PAIATVS2) ID PAIATVS2 Duration 5 Days Completed and passed the PATVSEE exam Completed and passed the PATVSEA exam Completed PAIATVS1 class 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 Communication 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 The Advanced TelePresence Video Solutions Part 2 course is designed to empower you with the capacity to install, configure, maintain and troubleshoot a Cisco TelePresence network so that 80% of all field activity is unassisted. Further Collaboration courses, dates and online registration: 35

36 Tandberg TelePresence Installing TelePresence Video Immersive Solutions (PAITVIS) ID PAITVIS Duration 5 Days Completed and passed the PATVSEE exam Completed and passed the PATVSEA exam Completed PAIATVS1 class Completed PAIATVS2 class 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 The Installing TelePresence Video Immersive Solutions course is designed to empower the partner with the capacity to install, configure, maintain and troubleshoot a Cisco TelePresence Immersive solution so that 80% of all field activity is unassisted. Implementing Cisco Unified Communications Manager for TelePresence Video (PAIUCMTV) ID PAIUCMTV Duration 5 Days 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) 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 solution, 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, incoming PSTN calls, and outgoing PSTN calls. 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 configuration 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 Communications solution 36 Further Collaboration courses, dates and online registration:

37 Cisco Unified Contact Center Customer Voice Portal Implementation (CVPI) ID CVPI Duration 5 Days Cisco CCNA Knowledge and skills equivalent to having attended the Cisco Voice over IP (CVOICE) course Knowledge and skills equivalent to having attended the Cisco IP Telephony Part 1 (CIPT1) course Experience and knowledge about Cisco Unified Contact Center Enterprise Upon completing this course, the learner will be able to meet these overall objectives: Explain the components, function, and call flow of a Cisco Unified CVP solution when deployed in either a standalone or comprehensive model. Group, summarize, and complete the steps necessary to configure a functional Cisco Unified CVP comprehensive deployment 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 historical 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 failures. The Cisco Unified Customer Voice Portal Implementation (CVPI) v7.0 course defines the tasks necessary for the operation, administration, management, and provisioning of Cisco Unified Customer Voice Portal (CVP) as it is installed in a comprehensive Cisco Unified Intelligent Contact Management (ICM) Enterprise environment. The course outline is as follows: Cisco Unified CVP Technical overview Cisco Unified CVP Comprehensive Cisco Unified ICM Enterprise Scripting to Support Cisco Unified 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 Implementing Cisco Unified and Web Interaction Manager Enterprise (UEIME) ID UEIME Duration 5 Days 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) ICM installation System IPCC features and installation Setting up a voice script in ICM Working with ICM Script Editor to configure routing scripts Configuration of Call Manager to interface with ICM Cisco Interaction Manager provides the capability for agents to selectively handle , chat, web collaboration, and voice requests 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 Cisco Agent Desktop (Cisco AD) Embedded Browser. This five day instructor-led course will define the tasks necessary for implementation, configuration, and support of Unified Interaction Manager and Unified Web Interaction Manager, the components that make up the Cisco Interaction Manager. The course outline is as follows: Feature Overview Architecture / Installation User Management The Knowledge Base General Administration and Workflows The Agent The Integrated System Unified Contact Center Enterprise Configuration Unified WIM Monitoring and Reporting Troubleshooting Further Collaboration courses, dates and online registration: 37

38 Cisco Unified Contact Center Unified Contact Center Express and Unified IP IVR Deployment (UCCXD) ID UCCXD Duration 5 Days Internetworking fundamentals Basic IP telephony concepts Cisco Unified Communications Manager Cisco IP phones, Cisco IP Communicator Contact Center operations Microsoft Windows 2000, 2003, XP MS SQL Server Design and plan a Cisco Unified CCX and a Cisco Unified IP IVR implementation Install or discuss all Cisco Unified CCX components, servers, and clients Configure all Cisco Unified CCX components Build workflow applications to exploit Cisco Unified IP IVR features and capabilities Build contact center workflows to exploit Cisco Unified Contact Center Express features and capabilities Deploy and use Cisco Agent and Supervisor Desktop software Deploy the Cisco Desktop Work Flow Administrator and set contact center options Use real-time and historical reporting Deploy the Outbound Preview Dialer Deploy Agent Deploy Automatic Speech Recognition and text-tospeech applications Discuss maintenance activities This course, Deploying Cisco Unified Contact Center Express (UCCXD) v4.0, provides you with hands-on experience and knowledge of tasks typically performed during contact center deployment. This includes the deployment of Cisco Unified Contact Center Express (CCX) and Cisco Unified IP Interactive Voice Response (IVR) as contact center solutions. Tasks include planning, installation and configuration, scripting, and troubleshooting. Unified Contact Center Express Advanced (UCCXA) ID UCCXA Duration 4 Days Unified Contact Center Express and Unified IP IVR Deployment (UCCXD) Building on the knowledge base and scripting experience learned in CRSD / UCCXD classes, this course covers advanced techniques in scripting and overall CRS functionality. During this four day class students implement such things as extending 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 behaviors that involve Third Party applications and web based apps like: Web Callback Option and Leave a Message in Queue. There will be a major focus on Scripting and Subsystem management. 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 38 Further Collaboration courses, dates and online registration:

39 Cisco Unified Contact Center Cisco Unified Contact Center Power Workshop (CUCCPW) / (IPCCBOOT) ID CUCCPW Duration 9 Days Strong Basic knowledge of MS Windows-NT Server Familiarity with your call center operations (ACD, Network, and any IVR implementations) This Power Workshop is intended for personnel who will implement, configure and support the Cisco IPCC Product. After completing this Power Workshop, students will be able to: Accurately explain the IPCC solution concept Identify solution models and their issues Build a "clean order" for an IPCC solution Design an IPCC solution using all applicable components Install, configure, test and maintain IPCC components for the Single-Site environment Formulate and implement IPCC call flows and routing Use Cisco s standard IPCC deployment tools Troubleshoot the IPCC solution set Configuration & Scripting Reporting & Monitoring Blended Agent ICM Deployment Planning ICM Functional Description ICM 5.0 Third Party Software Installing NAMSP Instance Configuring NAMSP Installing ACME Instance Configuring ACME Installing BUZCO Instance Tools IPCC SYNOPSIS Hardware Selection IPCC Deployment Team Roles & Responsibilities IPCC Solutions Packages and Ordering Information Case Study Call and Control Flows ICM Central Controller Installation Understanding the ICM Software Processes Seattle Contact Center Project Cisco Application Editor Creating an Application CallManager as a Routing Client IPCC Features IPCC Design Consideration Final Contact Center Project Further Collaboration courses, dates and online registration: 39

40 Cisco Unified Contact Center Cisco IP Contact Centre Enterprise (IPCCE) ID IPCCE Duration 5 Days Attendance and completion of ICM Product Training (ICMPT): Cisco ICM Product Training Part 1 (ICMPT1) Cisco ICM Product Training Part 1 (ICMPT2) Attendance and completion of Cisco IP Telephony Part 1 (CIPT1): This course is intended for personnel who will implement, configure and support the Cisco IPCC Product but have already attended training on the ICM Product. This course is based on ICM 7.0, CallManager 4.1 and CRS 4.0. The course outline is as follows: Cisco IP Telephony Part 1 v6.0 (CIPT1) Working knowledge of Windows 2003 Server, Windows XP Basic knowledge of SQL Server 2000 Recommended attendance and completion of CRSD Upon completion of this course, you should be able to: Explain the IPCC solution concept, components, and interaction of components. Identify new features in IPCC 7.0. Describe IPCC deployment models and their issues. Determining IPCC queuing and routing client options. Design an System IPCC lab and production system. Install, configure, test, and maintain IPCC components. Design IPCC call flows. Creating IPCC script. Use Cisco's standard IPCC deployment tools. Troubleshoot the IPCC solution set. Advanced Services - Cisco IPCC Advanced Scripting (IPCAS) ID IPCAS Duration 2 Days IP Contact Centres & Routing IPCC Components and Concepts IPCC 7.0 Routing IPCC Deployment Planning Enterprise IPCC vs System IPCC Call centre experience and Cisco IPCC/ICM Boot Camp or Cisco IPCC/ICM Product Training and Cisco IPCC/ICM System Administration Cisco IP Contact Centre Product Boot Camp 7.0 (IPCCBOOT) or Cisco ICM Product Training Part 1 (ICMPT 1) Cisco ICM Product Training Part 2 (ICMPT 2) Upon Upon completion of this course, you should be able to: Develop a technique for determining the business rules that dictate the delivery of calls within a call centre. Convert business rules into a call-flow design based on the requirements. Develop scripts providing IVR treatment, collecting digits, performing database lookups, and facilitating screen pops at the desktop. Recognize how scripting can affect historical reporting. Test the scripting logic to verify that it meets the business requirements. Identify script failure and learn troubleshooting techniques. Call-centre customers use Cisco IP Contact Centre Enterprise / Intelligent Contact Management (IPCC/ICM) to efficiently route call-centre contacts to the agent with the most appropriate skill set to assist the customer. Cisco ICM scripting provides the tools needed to translate an organizations business rules for customer contacts into call-routing logic. In the Cisco IPCC Enterprise Advanced Scripting course, students convert business requirements into call-flow design and then into scripts that provide the routing information to routing clients. The process includes configuring, scripting, and testing complex call flows. Example scripts are designed to demonstrate the provision of specific interactive voice response (IVR) treatment, the collection of call processing variables used in database lookups for call routing, and the facilitation of standard reporting. Other topics include collecting and setting the variables to provide CTI screen pops. 40 Further Collaboration courses, dates and online registration:

41 Cisco Unified Contact Center Advanced Services - Cisco IPCC Enterprise PPDIOO Workshop (PPDIOO) ID PPDIOO Duration 5 Days IPCC/Advanced Technology Provider (ATP) certification (or in process) Cisco ICM/IPCC product training: ICMPT (ICM Product training), IPCCF (IPCC Product Training), ICMSA (ICM System Administration) Cisco IP Contact Centre Product Power Workshop (IPCCPW) or Cisco ICM Product Training Part 1 (ICMPT1) Cisco ICM Product Training Part 2 (ICMPT2) Project management experience IPCC experience and familiarity with traditional timedivision multiplexing (TDM) based automatic call distributor (ACD) solutions. The Cisco IPCC Enterprise PPDIOO workshop is a five-day course for system engineers, consultants and partners who deploy Cisco IP Contact Centre (IPCC) solutions. The course is designed to emulate IPCC deployments in a classroom environment. Students will use a customer business case and, as part of a workgroup, develop and document an IPCC solution to meet the needs of that business case. Students will develop a solution based on the Cisco Systems PPDIOO project methodology: prepare, plan, design, implement, operate, and optimize. The course provides students with hands-on experience and knowledge of those tasks typically performed during an IPCC deployment. This includes customer needs analysis, deployment planning, configuration and staging, scripting, customer acceptance and troubleshooting. Upon Upon completion of this course, you should be able to: Convert business requirements into call flow design and scripts that provide routing information to routing clients, meet reporting needs, and provide call data to agent desktops. Develop IPCC scripts and produce standard reports. Properly document configuration and scripting implementations. Undertake fundamental debugging/fault finding of the IPCC solution. Deploy solution and test for acceptance. Advanced Services - Customizing Reporting for ICM and IPCC (IPCAR) ID IPCAR Duration 2 Days ICMPT, IPCCF, IPCCT/IPCC enterprise training Cisco IP Contact Centre Power Workshop (IPCCPW) or Cisco IP Contact Centre Enterprise (IPCCE) Cisco ICM Product Training Part 1 (ICMPT1) Cisco ICM Product Training Part 2 (ICMPT2) Call centre experience SQL programming experience Upon completion of this course, you should be able to: Describe the ICM environment. Understand typical call flows. Relate call flows to data generation. Name primary database tables. Describe primary formulas for ICM call statistics. Use InfoMaker to format and create templates. Add new templates to WebView. Navigate and query the ICM database schema. Assess the need for customization. Describe reporting best practices. Further Collaboration courses, dates and online registration: The Cisco Systems Customizing ICM/IPCC Reports workshop is designed to provide students with a thorough understanding of the ICM reporting environment and the technical aspects of implementing custom reports in WebView. Although the workshop focuses on the IPCC implementation, participants familiar with traditional ICM installations can also benefit from the topics covered. In order to lay the groundwork necessary for the advanced reporting concepts, the course provides a detailed examination of how the components of the ICM work together to generate the reporting data. Students will participate in hands-on exercises to build knowledge ranging from a basic understanding of the reporting tools to custom report design, construction, and implementation. After completing this course, the participants will have a solid foundation in the ICM reporting environment. They will be able to identify when customization is required and will have the skills necessary to build or modify WebView reporting templates from standard ICM summary tables. 41

42 Cisco Unified Contact Center Deploying Cisco Unified Contact Center Enterprise Software (DUCCE) ID DUCCE Duration 5 Days The knowledge and skills that a learner must have before attending this course are as follows: Attended Cisco Unified Contact Center Enterprise Administration (AUCCE) course Have a strong knowledge of Microsoft Windows Server 2003 and Active Directory Upon completion of this course, you should be able to: Deploying Cisco Unified Contact Center Enterprise (DUCCE) is an instructor-led course for system engineers and customers who will be involved with day-to-day interaction with the Cisco Unified Contact Center Enterprise (CCE) product. This course will give you an understanding of the Unified CCE deployment capabilities, processes, fault tolerance, installation, and performing basic troubleshooting. You will accomplish this by installing the Unified CCE software and introducing Unified CCE troubleshooting tools. Demonstrate an overall understanding of the Cisco Unified CCE system, processes, and its environment Install and configure a Cisco Unified CCE system Create routing options using an external SQL database and an Application Gateway Install and configure Cisco Outbound Option Install and utilize Cisco Support Tools, Cisco Analysis Manager, and Cisco Unified Intelligence Center Deploying Cisco Unified Contact Center Express v5.0 (UCCX) ID UCCX Duration 5 Days Internet working Fundamentals (ICND1 and ICND2 or CCNABC) recommended. Basic IP telephony concepts (ICOMM) recommended Cisco Unified Communication Manager deployments (CIPT1V8) recommended. Cisco IP Phones, Cisco IP Communicator Contact Center Operations Microsoft Windows 2000, 2003, XP MS SQL 2000, MSDE Databases After you complete this course you will be able to: Provide a comprehensive overview of the Cisco Unified Contact Center Express product suite. This overview will cover descriptions of the product, compatibility, and hardware and software options, architecture, and sizing and ordering tools. Provide a complete description of the Cisco Unified CCX installation process, the configuration required with an overview of most common configuration web pages, and describe the call flow processes needed to establish a call on Cisco Unified CCX. Describe the Cisco Unified CCX script editor, how it is installed and how to implement common IVR scripting techniques. Provide a comprehensive view of Cisco Unified CCX ACD operations to include basic contact center build-up, scripting, agent and supervisor desktop configurations, advanced scripting topics, and reporting. Describe how to install, configure and use features found in Cisco Unified CCX Premium such as, Remote Monitoring, Outbound Dialer, Agent , Agent Web Chat, and Automatic Speech Recognition (ASR) and Text-to-Speech (TTS). Understand how to maintain and monitor a Cisco Unified CCX system. This course provides students with hands-on experience and knowledge of tasks typically performed during contact center deployment. This includes the deployment of Cisco Unified Contact Center Express (CCX) and Cisco Unified IP Interactive Voice Response (IVR) as contact center solutions. Tasks include planning, installation and configuration, scripting, and troubleshooting. This course is based on UCCX release 9.0 Cisco Unified CCX Product Overview Cisco Unified CCX Installation and Configuration Cisco Unified CCX Scripting Cisco Unified CCX Premium Functions Cisco Unified CCX Maintenance 42 Further Collaboration courses, dates and online registration:

43 Cisco Unified Contact Center Administering Cisco Unified Contact Center Enterprise (AUCCE) ID AUCCE Duration 5 Days Attendees should meet the following prerequisites: Familiarity with Call Center operations Microsoft Active Directory Microsoft Windows 2003 Microsoft SQL Server Upon completion of this course, you should be able to: Demonstrate an overall understanding of the Cisco Unified Contact Center Enterprise (Cisco Unified CCE) system, the Intelligent Contact Management (ICM) routing application, and its environment. Configure a Cisco Unified CCE system that routes from Cisco Unified IP IVR. Describe ICM users and feature control sets, various ICM configuration utilities, ICM variables, and create routing options using an external SQL Database. Understand administrative scripting, translation routing concepts, and how translation routing operates. Configure a new Cisco Unified CCE system that routes from Cisco Unified Communications Manager. Understand the Cisco Outbound Option components and how to configure an outbound dialer, import rule, query rule, and a campaign. Describe basic reporting characteristics of the Cisco Unified Intelligence Center. Administering Cisco Unified Contact Center Enterprise (AUCCE) is an instructor-led course presented by training partners to system engineers and customers who will be involved with day-to-day interaction with the Cisco Unified Contact Center Enterprise (Cisco Unified CCE) product. This course will give you an understanding of the Cisco Unified CCE system, the Intelligent Contact Management (ICM) routing application, and the Cisco Outbound Option. We will accomplish this by configuring the Cisco Unified CCE software, use the ICM routing software to route calls from Cisco Unified IP IVR and from Cisco Unified Communications Manager. Additionally, you will use various ICM utilities to aid you in locating configuration errors and configure the Cisco Outbound Option. Module 1: Cisco Unified Contact Center Enterprise Product Overview Module 2: Configuring Cisco Unified Contact Center Enterprise Module 3: Extended Functions Module 4: Administrative Scripts and Translation Routing Module 5: Configuring a Second Peripheral Module 6: Configuring Cisco Outbound Option Module 7: Cisco Unified Intelligence Center Further Collaboration courses, dates and online registration: 43

44 About Fast Lane Find the nearest Fast Lane training center in your area! HONG KONG Suite 501, 5th Floor, The Hennessy, 256 Hennessy Road, Wan Chai, Hong Kong Phone: CHINA 18th Floor Shanghai Oriental Centre, 699 Nanjing West Road, Shanghai Phone: 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. SINGAPORE 1 Robinson Road #08-02, AIA Tower Singapore Phone: MALAYSIA A Menara UOA Bangsar No 5 Jalan Bangsar Utama 1, 59000, Kuala Lumpur Phone: INDONESIA Jl. Prof. Dr. Latumenten Raya No. 7 E/G, Jakarta 11330, Indonesia Phone: PHILIPPINES Level 34, Unit C, Rufino Pacific Tower, 6784 Ayala Avenue Makati City 1226 Phone: THAILAND 26th Floor, Jasmine City Building, 2 Soi Prasarnmitr (Sukhumvit 23), Sukhumvit Road, Klongtoey Nua, Wattana, Bangkok Phone : AUSTRALIA - SYDNEY Suite C3.10, Mountain Street, Ultimo, Sydney, New South Wales, 2007 Phone: AUSTRALIA - CANBERRA Suite 1, Level 3, 8 10 Hobart Place, Canberra City, ACT, 2601 Phone: AUSTRALIA - MELBOURNE Suite 3.08, Level 3, 566 St Kilda Road, Melbourne, Victoria, 3000 Phone: SOUTH KOREA 4F GeoWon B/D, Secho 2 Seocho, Phone: INDIA 2nd Floor (Above Bank of India), #1655, Jeevan Bhima Nagar Main Road Bangalore Phone: We trust you will always enjoy our friendly accommodation and will benefit from our competent service. We always respond quick to every request, even at a short notice. Contact us to discuss your needs. [email protected] 44 Further Collaboration courses, dates and online registration: