ACUCW1 - Administering Cisco Unified Communications Workspace Part 1: Basic v10.5

5 days
Please contact FMC to schedule.

Course Description

This exclusive course focuses on adding phones and users in an environment that is similar to what you will see in your own system, including:

  • Cisco Unified Communications Manager (CUCM) v7, v8, and v9
  • Unity Connection v8 and v9
  • Client devices

You will learn how to access the CUCM administrative pages to perform moves, adds, and changes of Cisco IP Phones, while configuring users and associating them with phones. You will learn to configure simple features, such as DND, Music on Hold, MeetMe conferencing, and shared lines and barge, as well as access to CUCM user web pages. You'll also learn to configure voice mail accounts for users, build a voice mail menu system, and manage licenses using Enterprise License Manager with Cisco UC v9.1.

You will gain a basic understanding of route patterns that are used for dialing and Class of Service, which is used to control who can dial where, such as internal, local, long distance, and so forth.

What You'll Learn

  • Basic CUCM architecture and terminology
  • How the CUCM administrative and user GUIs work
  • Device pools and other common elements of phone configuration
  • Add and delete phones manually and using auto registration
  • Use the BAT tool to add phones and users and to change configurations
  • Add users, assign them capabilities, and associate them with phones
  • Configure phone features: shared lines, call park, DND, Music on Hold, and phone services
  • Configure phones for Class of Service using the line/device approach
  • The NANP
  • Configure phones for voice mail
  • Enable video
  • Investigate CDR and billing using third-party software called OfficeWatch
  • Components of the Cisco Unity and Unity Connection systems and how they integrate into a unified messaging system
  • Configure Cisco Unity Connection users
  • Deploy and use the Greetings and Broadcast administration tools
  • Configure Cisco Unity Connection Voice Mail Menu System using call and interview handlers (i.e., build an Audiotext application)

Who Should Attend

This entry-level course is designed for administrators who need an understanding of Cisco UC networks. Engineers, network architects, and integrators with overall responsibility for Cisco UC networks can also benefit from this course, especially when taken in combination with more advanced courses such as ACUCW2.


For this basic course, familiarity with relevant technologies and an understanding of router configuration is not needed.

Why Global Knowledge?

No other training partner offers a course like ACUCW1, which is designed to address the needs of entry-level administrators in North America.

  • Prerequisite knowledge or router-configuration experience is not required.
  • Labs are based on a preconfigured network with the focus on user and phone moves, adds, changes, and simple feature configuration. For Unity Connection, the focus is on subscriber administration and building and maintaining the voice mail menu.
  • Entry-level administrators do not configure routers, so no router configuration is included in the class.
  • Accompanying follow-on course provides an excellent track for career development.

The Global Knowledge ACUCW1 lab environment offers a unique, real-world environment for learning how to administer IP telephony, video, and voice mail. The ACUCW1 class focuses on entry-level administration, offering you a preconfigured environment that has:

  • All necessary services installed and the system setup preconfigured
  • A complete dial plan that uses a SIP trunk to access a simulated PSTN
  • A complete Class of Service deployment that uses the line/device approach
  • Unity Connection servers that provide voice mail capabilities

The lab environment features a fully configured cluster with HQ, Branch A, and Branch B sites. A complete dial plan, including Class of Service, is deployed using the most recent CUCM features supporting simpler dial plan configuration. Our Unified Communications (UC) courses provide a simulated PSTN, enabling you to gain an understanding of the North American Numbering Plan (NANP) and the concepts associated with a variable-length on-net dial plan supporting multiple sites with overlapping extensions. In this class, the dial plan is preconfigured and allows you to apply Class of Service to phones and lines and to test calling to 3-digit, 7-digit, 10-digit, 11-digit, and international route patterns.

  • Deploy CUCM 9.1
  • Work with three IP phones and Cisco IP Communicator per student pod
    • Two internal 7965 phones and an IP Communicator
    • One test phone allowing students to test outcalling to the PSTN and incoming
  • Work with a real dial plan including:
    • 911
    • 3-digit service codes: 411, 511, etc.
    • 7-digit local numbers: 555-1901
    • 10-digit local numbers: 416-777-1901
    • 11-digit long distance numbers: 1-733-802-1901
    • International numbers: 011441901

Our next-generation Cisco UC platform combines the Cisco Unified Computing System (UCS) with a VMware DRS cluster, distributing the load for individual classrooms across 16 UCS B-Series blades provisioned with 1.6 TB of RAM. You will access and control your environment using the vSphere client in the same way you would in a production environment. Taking advantage of the improved performance of the UCS environment, we can deploy additional capabilities while improving classroom performance. Our new UC on UCS lab environment provides enhanced and exclusive labs that you won't find with any other training provider, including:

  • VMware exploration lab in which you'll learn the basics of managing your virtual apps
  • UC 9.1.1a licensing

Course Outline


Lesson 1: Introduction to Cisco Unified Communications Manager (CUCM)

  • Exploring IP Telephony
  • Understanding Cisco Unified Communications Manager Architecture
  • Supporting Cisco Unified IP Phones
  • Understanding Cisco Unified Communications Manager Administration Options

Lesson 2: Configuring Users and Phones

  • Managing User Accounts in CUCM
  • Exploring Phone Registration and Cisco Unified IP Phones
  • Implementing IP Phones
  • Remote Monitoring and Troubleshooting Phones

Lesson 3: CUCM Dial Plan and Calling Privileges

  • Configuring Cisco Unified Communications Manager Call-Routing Components
  • Defining Class of Control
  • Using Class of Control Features

Lesson 4: Configuring CUCM Applications and Features

  • Implementing Media Resources in Cisco Unified Communications Manager
  • Cisco Unified Communications Manager User Features
  • Cisco Unified Communications Manager User Web Pages
  • Cisco Unified Communications Manager Call Detail Records and Billing
  • Configuring Voice Mail

Lesson 5: Unity Connection

  • Understanding Cisco Unity Connection
  • Examining Integration

Lesson 6: Unity Connection General Setup

  • Examining Deployment Models
  • Integrating Cisco Unity Connection

Lesson 7: Unity Connection Subscriber Setup

  • Managing Class of Service
  • Managing Individual Users

Lesson 8: Unity Connection: Managing System Settings

  • Managing System Settings


Lab 1: Topology and Deployment

Lab 2: Exclusive - VMware Exploration (Optional)

Lab 3: Exclusive - CUCM/CUC v9.1.1a License Setup

Lab 4: Users: End Users

Lab 5: Enhanced - Users: Application Users

Lab 6: Users: BAT

Lab 7: Exclusive - Investigate HQ Common Configuration

Lab 8: Manual Phone Configuration

Lab 9: Phone Auto Configuration

Lab 10: Phone Configuration CIPC

Lab 11: Phone Basic Features

Lab 12: Phones: BAT

Lab 13: Exclusive - Dial Plan Exploration Lab

Lab 14: Exclusive - Line/Device Class of Service: Discovery

Lab 15: Exclusive - Phones - Branch A

Lab 16: Exclusive - Troubleshooting MACs (Optional)

Lab 17: MOH and Conferencing

Lab 18: Enhanced - Users Features1: Softkeys and DND

Lab 19: Users Features 2: Call Park and Pickup

Lab 20: Enhanced - Users Features 3: Shared Lines and Barge

Lab 21: Users Features 4: Users Options Web Pages and IP Phone Services

Lab 22: Enhanced - Load Voice Mail Integrations and License CUC

Lab 23: Enhanced - Configure Phones for Voice Mail

Lab 24: Unity Connection Voice Mail Integration

Lab 25: System Settings

Lab 26: System Schedule

Lab 27: Enhanced - Class of Service and Roles

Lab 28: Adding Subscribers/Users

Lab 29: Personal Communications Assistant

Lab 30: Unity Connection Opening Greeting

Lab 31: Enhanced - Interview and Call Handlers

Lab 32: Exclusive - Greetings and Broadcast Administrators