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CCNA Collaboration CICD 210-060 Official Cert Guide

By Michael H. Valentine

Published by Cisco Press

Published Date: Oct 13, 2015



CCNA Collaboration CICD 210-060 Official Cert Guide

CCNA Collaboration CICD 210-060 Official Cert Guide from Cisco Press enables you to succeed on the exam the first time and is the only self-study resource approved by Cisco. Long-time Cisco expert and trainer Michael Valentine shares preparation hints and test-taking tips, helping you identify areas of weakness and improve both your conceptual knowledge and hands-on skills.

This complete, official study package includes

  • A test-preparation routine proven to help you pass the exam
  • “Do I Know This Already?” quizzes, which enable you to decide how much time you need to spend on each section
  • Chapter-ending exercises, which help you drill on key concepts you must know thoroughly
  • The powerful Pearson IT Certification Practice Testsoftware, complete with hundreds of well-reviewed, exam-realistic questions, customization options, and detailed performance reports
  • A final preparation chapter that guides you through tools and resources to help you craft your review and test-taking strategies
  • Study plan suggestions and templates to help you organize and optimize your study time

Well regarded for its level of detail, study plans, assessment features, challenging review questions and exercises, this official study guide helps you master the concepts and techniques that ensure your exam success.

CCNA Collaboration CICD 210-060 Official Cert Guide is part of a recommended learning path from Cisco that includes simulation and hands-on training from authorized Cisco Learning Partners and self-study products from Cisco Press. To find out more about instructor-led training, e-learning, and hands-on instruction offered by authorized Cisco Learning Partners worldwide, please visit

Michael Valentine, CCNA, CCNP, CCDP, CCVP, CCSI No. 31461, has worked in IT since 1996, and as a trainer since 2001. He is currently a Cisco trainer with Skyline Advanced Technology Services, specializing in Cisco Unified Communications and CCNA. His accessible, humorous, and effective teaching style has demystified Cisco technology for thousands of students. He has developed courseware and labs for both Cisco and its training partners, is co-author of CCNA Exam Cram (Exam 640-802), Third Edition, and is the author of CCNA Voice Quick Reference Guide.

The official study guide helps you master topics on the CCNA Collaboration CICD 210-060 exam, including the following:

  • Cisco Unified Communications components
  • Cisco Unified Communications Manager Express administration, end user management, dial plans, and telephony features
  • Cisco Unified Communications Manager administration, end point management, dial plan elements and interactions, and telephony and mobility features
  • Cisco Unity Connection voicemail
  • CM IM and Presence support
  • CME and CUCM management and troubleshooting
  • Monitoring Cisco Unity Connection

The CD-ROM contains more than 140 practice questions for the exam, memory table exercises and answer keys, a glossary flash card tool, and a study planner tool.

Pearson IT Certification Practice Test minimum system requirements:

Windows Vista (SP2), Windows 7, Windows 8.1, or Windows 10; Microsoft .NET Framework 4.5 Client; Pentium-class 1 GHz processor (or equivalent); 512 MB RAM; 650 MB disk space plus 50 MB for each downloaded practice exam; access to the Internet to register and download exam databases

This volume is part of the Official Cert Guide series from Cisco Press. Books in this series provide officially developed exam preparation materials that offer assessment, review, and practice to help Cisco Career Certification candidates identify weaknesses, concentrate their study efforts, and enhance their confidence as exam day nears.

Table of Contents


Introduction xxiii

Part I Voice Perspectives

Chapter 1 Traditional Voice Versus Unified Voice 3

“Do I Know This Already?” Quiz 3
Analog Connections 6
Digital Connections 9
    Moving from Analog to Digital 9
    Channel Associated Signaling 11
    Common Channel Signaling 12
Understanding the PSTN 12
    Components of the PSTN 12
    Understanding PBX and Key Systems 13
    Connections To and Within the PSTN 14
    PSTN Numbering Plans 15
The Emergence of VoIP 16
    VoIP: Why It Is a Big Deal for Businesses 16
    The Process of Converting Voice to Packets 17
    The Role of Digital Signal Processors 21
    Understanding RTP and RTCP 23
Review All the Key Topics 25
    Complete the Tables from Memory 25
Definitions of Key Terms 26

Chapter 2 Understanding the Components of Cisco Unified Communications 29
“Do I Know This Already?” Quiz 29
    Unified Collaboration 32
Understanding Cisco Unified Communications Manager Express 33
    CME Key Features 34
    CME Interaction with Cisco IP Phones 35
Understanding Cisco Unified Communications Manager 37
    CUCM Key Features 37
    CUCM Database Replication and Interacting with Cisco IP Phones 38
Understanding Cisco Unity Connection 41
    Cisco Unity Connection Key Features 42
    Cisco Unity Connection and CUCM Interaction 43
Understanding Cisco Unified CM IM and Presence 44
    Cisco Jabber 45
Understanding Video Communication Server and TelePresence Management Suite 46
    Cisco VCS Control and VCS Expressway 46
    TelePresence Management Suite 47
Review All the Key Topics 48
    Complete the Tables from Memory 48
Definitions of Key Terms 49

Chapter 3 Understanding Cisco IP Phones 51
“Do I Know This Already?” Quiz 51
Connecting and Powering Cisco IP Phones 54
    Cisco Catalyst Switch PoE 56
    Powering the IP Phone Using a Power Patch Panel or Coupler 56
    Powering the IP Phone with a Power Brick 57
VLAN Concepts and Configuration 57
    VLAN Review 57
    VLAN Trunking/Tagging 58
    Understanding Voice VLANs 60
    VLAN Configuration 61
Understanding the Cisco IP Phone Boot Process 63
Configuring a Router-Based DHCP Server 64
Setting the Clock of a Cisco Device with NTP 65
IP Phone Registration 67
Quality of Service 68
    Understanding the Enemy 69
    Requirements for Voice, Video, and Data Traffic 70
        Network Requirements for Voice and Video 70
        Network Requirements for Data 70
    QoS Mechanisms 71
    Link Efficiency Mechanisms 72
    Queuing Algorithms 73
    Applying QoS 74
    Using Cisco AutoQoS 74
Review All the Key Topics 82
    Complete the Tables from Memory 82
Definitions of Key Terms 83

Part II Cisco Unified Communications Manager Express

Chapter 4 Getting Familiar with CME Administration 85
“Do I Know This Already?” Quiz 85
Preparing the CME Router for Cisco Configuration Professional 88
Managing CME Using CCP 89
    CME Integrated GUI 89
    Cisco Configuration Professional 90
Review All the Key Topics 94
    Complete the Tables from Memory 94

Chapter 5 Managing Endpoints and End Users in CME 97
“Do I Know This Already?” Quiz 97
Describe End Users in CME 100
    User Access Levels in CME 100
    Creating Users in CME 100
        Creating Users with the CME GUI 101
        Enabling the CME Built-In GUI 101
        Using the CME Built-In GUI to Create the Customer Admin 103
Create or Modify End Users and Endpoints in CME Using the CCP GUI 105
    General Capabilities of CCP 105
    CCP Unified Communications Configuration 106
    Implementing End Users and Endpoints in CME 107
Review All Key Topics 111
    Complete the Tables from Memory 111
Define Key Terms 111

Chapter 6 Understanding the CME Dial Plan 113
“Do I Know This Already?” Quiz 113
Configuring Physical Voice Port Characteristics 116
    Configuring Analog Voice Ports 116
        FXS Ports 116
        FXO Ports 119
    Configuring Digital Voice Ports 120
Understanding and Configuring Dial Peers 125
    Voice Call Legs 126
    Configuring POTS Dial Peers 127
    Configuring VoIP Dial Peers 131
    Using Dial Peer Wildcards 133
    Private Line Automatic Ringdown 136
Understanding Router Call Processing and Digit Manipulation 137
    Matching Inbound and Outbound Dial Peers 139
    Using Digit Manipulation 142
    Practical Scenario 1: PSTN Failover Using the prefix Command 143
    Practical Scenario 2: Directing Operator Calls to the Receptionist 145
    Practical Scenario 3: Specific POTS Lines for Emergency Calls 146
    Practical Scenario 4: Using Translation Profiles 148
    Using CCP to Configure a CME Dial Plan 151
Understanding and Implementing CME Class of Restriction 153
Using CCP to Implement COR 159
Review All the Key Topics 162
Definitions of Key Terms 163

Chapter 7 Enabling Telephony Features with CME 165
“Do I Know This Already?” Quiz 165
Configuring a Voice Network Directory 168
Configuring Call Forwarding 172
    Forwarding Calls from the IP Phone 172
    Forwarding Calls from the CLI 172
    Using the call-forward pattern Command to Support H.450.3 173
    Configuring Call Transfer 175
Configuring Call Park 177
Configuring Call Pickup 182
Configuring Intercom 184
Configuring Paging 187
Configuring After-Hours Call Blocking 191
Configuring CDRs and Call Accounting 194
Configuring Music on Hold 198
Configuring Single Number Reach 199
Configuring Ephone Hunt Groups 201
    Final Forwarding Options for Hunt Groups 202
Configuring Night Service Using CCP 203
Configuring Shared Ephone-dn Using CCP 206
Describe Extension Mobility in CME 207
Review All the Key Topics 208
Definitions of Key Terms 208

Part III Cisco Unified Communications Manager

Chapter 8 Administrator and End-User Interfaces 211
“Do I Know This Already?” Quiz 211
Describe the CUCM Administration Interfaces 214
    Cisco Unified Communications Manager Administration Interface 214
    Cisco Unified Serviceability Administration Interface 215
    Cisco Unified Operating System Administration Interface 217
    Disaster Recovery System Interface 218
    Cisco Unified Reporting Interface 218
    CLI 218
    User Management in CUCM: Roles and Access Control Groups 219
        Roles 219
    Access Control Groups 220
    Describe the CUC Administration Interfaces 221
        Cisco Unity Connection Administration 222
        Cisco Unity Connection Serviceability 224
    Describe the Cisco Unified CM IM and Presence Server Administration Interfaces 224
        Cisco CM-IM and Presence Administration Interface 224
        Cisco Unified IM and Presence Serviceability 225
Describe the End-User Interface for CUCM 226
Review All the Key Topics 228
Definitions of Key Terms 228

Chapter 9 Managing Endpoints and End Users in CUCM 231
“Do I Know This Already?” Quiz 231
Implementing IP Phones in CUCM 234
    Special Functions and Services Used by IP Phones 234
        NTP 234
       CDP 235
        DHCP 235
        PoE 235
        TFTP 235
        DNS 235
    IP Phone Registration Process 236
    SIP Phone Registration Process 236
    Preparing CUCM to Support Phones 237
    Service Activation 237
    DHCP Server Configuration 237
    Configuring DHCP in Router IOS 239
    IP Phone Configuration Requirements in CUCM 240
        Device Pool 240
        Device Defaults 242
        Softkey Template and Phone Button Template 242
        Profiles 242
    Adding Phones in CUCM 243
        Manual Configuration of IP Phones 243
        Auto-Registration of IP Phones 247
        Bulk Administration Tool 250
        Auto Register Phone Tool 251
        Self-Provisioning 252
Describe End Users in CUCM 252
    End Users Versus Application Users 252
    Credential Policy 253
    Features Interacting with User Accounts 253
    User Locale 254
    Device Association 254
Implementing End Users in CUCM 255
    Manual Entry 255
    Bulk Import Using BAT 256
    LDAP Integration 256
        LDAP Synchronization 256
        LDAP Authentication 257
        LDAP Integration Considerations 257
        LDAP Sync Agreements 259
        LDAP Sync Mechanism 260
        LDAP Custom Filters 260
    Configure LDAP Sync 260
        Activate DirSync 260
        Configure the LDAP System 260
        Configure the LDAP Directory 261
    Verify LDAP Sync 262
    Configuring LDAP Authentication 262
    Verify LDAP Authentication 263
    Create LDAP Custom Filters 263
Review All the Key Topics 264
Definitions of Key Terms 264

Chapter 10 Understanding CUCM Dial Plan Elements and Interactions 267
“Do I Know This Already?” Quiz 267
CUCM Call Flows 270
    Call Flow in CUCM If DNS Is Used 270
    Call Flow in CUCM If DNS Is Not Used 271
    Centralized Remote Branch Call Flow 273
    Centralized Deployment PSTN Backup Call Flow 274
    Centralized Deployment Considerations and Limitations 275
    PSTN Backup Using CAC 275
    Distributed Deployment Call Flow 276
    Call Routing Sources in CUCM 277
    Call Routing Destinations in CUCM 277
    Call Routing Configuration Elements 278
        Route Pattern 278
        Route List 279
        Route Group 279
        Gateways and Trunks 280
    Call Routing Behavior 280
        Digit Analysis 280
        Hunt Groups 281
    Class of Control 282
        Partition 282
        Calling Search Space 282
        Interaction of Partitions and Calling Search Spaces 282
        Line Device Configuration 283
Review All the Key Topics 284
Definitions of Key Terms 284

Chapter 11 Enabling Telephony and Mobility Features with CUCM 287
“Do I Know This Already?” Quiz 287
Describe Extension Mobility in CUCM 290
Enable EM in CUCM 291
Describe Telephony Features in CUCM 298
    Call Coverage 298
        Call Forward 298
        Shared Lines 299
        Barge and Privacy 299
        Call Pickup 300
        Call Hunting 300
        Call Park 301
    Intercom 301
    CUCM Native Presence 301
        Presence Architecture 302
Enable Telephony Features in CUCM 303
    Enabling Call Coverage 303
    Configuring Shared Lines 303
        Configuring Barge 304
        Configuring Call Pickup 305
        Configuring Call Park and Directed Call Park 308
        Configuring Call Hunting 310
    Configuring Intercom Features 313
    Configure CUCM Native Presence 315
        Configuring BLF Speed Dials 315
    Configuring Presence-Enabled Call Lists 316
        Configuring Custom Presence Groups 317
Review All the Key Topics 321
Definitions of Key Terms 321

Chapter 12 Enabling Mobility Features in CUCM 323
“Do I Know This Already?” Quiz 323
Understanding CUCM Mobility Features 326
    Describe Mobile Connect 326
    Unified Mobility Architecture 327
        Access Lists 327
        Time-of-Day Access 327
        Mobile Voice Access 328
Implementing Mobility Features in CUCM 328
    Configuring Mobile Connect 329
        Step 1: Configure Softkey Templates 329
        Step 2: Configure User Accounts for Mobility 329
        Step 3: Configure the IP Phone to Support Mobility Features 331
        Step 4: Create Remote Destination Profiles 331
        Step 5: Add Remote Destinations to Remote Destination Profiles 331
        Step 6: Configure Ring Schedules for Each Remote Destination 332
        Step 7: Configure Access Lists 333
        Step 8: Apply Access Lists 334
        Step 9: Configure Service Parameters 335
    Configuring MVA 336
        Step 1: Activate the MVA Service 337
        Step 2: Configure Service Parameters 337
        Step 3: Enable MVA for Each User 338
        Step 4: Configure the MVA Media Resource 339
        Step 5: Configure the MVA VXML Application at the IOS Gateway 340
Review All the Key Topics 341
Definitions of Key Terms 341

Part IV Voicemail and Presence Solutions

Chapter 13 Voice Messaging Integration with Cisco Unity Connection 343
“Do I Know This Already?” Quiz 343
Describe Cisco Unity Connection 346
    Overview of Cisco Unity Connection 346
    Single-Site and Multisite Deployment Considerations 346
    CUC Integration Overview 347
        CUC Integration with CUCM Using SCCP 347
        CUC Integration Using SIP 348
    CUC Features 349
        System Settings 349
        Enterprise Parameters and Service Parameters 350
        LDAP 350
        Call Handlers 350
        Call Routing 351
        Direct Routing Rules 351
        Forwarded Routing Rules 352
        Call Routing Rule Filters 352
        Distribution Lists 352
        Authentication Rules 352
        Dial Plan 353
Describe Cisco Unity Connection Users and Mailboxes 353
    User Templates 353
        User Template Basics 353
        Password Settings 354
        Roles 354
        Transfer Rules and Greetings 354
        Call Actions 355
        Message Settings, Message Actions, and Caller Input 355
        TUI Settings 355
    CUC End Users 355
        Extension and Call Forward Options 356
        Voice Messaging with SRST and AAR 356
        Voicemail Box 356
        Private Distribution Lists 356
        Notification Devices 356
    User Creation Options 356
    CUC Voicemail Boxes 357
        Message Aging Policy and Mailbox Quotas 357
Implement Cisco Unity Connection Users and Mailboxes 357
    Configure End User Templates 357
        User Template Basics 358
        Password Settings 359
        Roles 360
        Message Settings 360
        Message Actions 361
        Phone Menu 362
        Playback Message Settings 363
        Notification Devices 364
    Configure CUC End Users 365
        Manual Process 365
        Alternate Extensions and Names 366
        Private DLs 367
    Importing End Users into CUC 368
        Importing Users from CUCM 368
        Importing Users from LDAP 370
        Bulk Administration Import of CUC Users 372
        Managing the CUC Message Store 373
        Mailbox Stores Membership 374
        Message Aging Policy 374
        Mailbox Quotas 375
Review All the Key Topics 377
Definitions of Key Terms 377

Chapter 14 Enabling CM IM and Presence Support 379
“Do I Know This Already?” Quiz 379
Describe CM-IMP Features 381
    Jabber 381
        Jabber Operating Modes 381
        Enterprise Instant Messaging 382
        Voice Calls 383
        Video Calls 383
        Integration Support 383
        Cisco Unified Client Services Framework 383
    Cisco Unified Communications Manager IP Phone Service 384
Describe Cisco Unified Presence Architecture 384
    Integration with Microsoft Office Communications Server 385
    Integration with LDAP 385
    Integration with Cisco Unity Connection 385
    Integration with Conferencing Resources 386
    Integration with Calendar Resources 386
    Architecture and Call Flow: Softphone Mode 386
    Architecture and Call Flow: Deskphone Control Mode 386
    IM/Chat, Compliance, and Persistent Chat 387
    CM-IMP and QoS Considerations 387
Enabling CM-IMP 389
    Enabling End Users for Cisco Jabber in CUCM 389
        Step 1: Configure End Users in CUCM 389
        Step 2: Associate the Directory Numbers with the End Users in CUCM 390
        Step 3: Create a Cisco Unified CSF Device 390
        Step 4: Associate the CSF Device with the End User in CUCM 390
    Enabling End Users for Jabber in CUCM 390
    Enabling CUCM Presence Signaling Integration with CM-IMP 393
    Enabling End Users for Jabber in CM-IMP 394
    Troubleshooting Jabber 394
Review All the Key Topics 396
Definitions of Key Terms 396

Part V Voice Network Management and Troubleshooting

Chapter 15 Common CME Management and Troubleshooting Issues 399
“Do I Know This Already?” Quiz 399
Troubleshooting 402
Troubleshooting Common CME Registration Issues 403
    Issue 1: Verifying PoE 405
    Issue 2: Voice VLAN Assignment 405
    Issue 3: DHCP Server 406
    Issue 4: TFTP Server 406
    Issue 5: CME Server 407
Troubleshooting Dial Plan and QoS Issues 407
    Dial Plan Issues 407
    QoS Issues 410
Review All the Key Topics 414
Definitions of Key Terms 414

Chapter 16 CUCM Monitoring, Maintenance, and Troubleshooting 417
“Do I Know This Already?” Quiz 417
Describe How to Provide End-User Support for Connectivity and Voice
    Quality Issues 421
    Troubleshooting 421
    Troubleshooting IP Phone Registration Problems 422
    Deleting Unassigned Directory Numbers Using the Route Plan Report 424
    Describe CUCM Reports and How They Are Generated 425
        Generating Reports 425
    Analyzing Reports 427
    Understanding CUCM CDR Analysis and Reporting Tool Reports 427
    Activate CAR-Related Services 428
    Configure CDR Service Parameters 428
        CAR Tool Users 429
    CDR and CMR Architecture 429
        CAR System Parameters 429
    Exporting CDR and CMR Records 430
    Generating CDR Reports 430
    Report Generation Example 431
    Generating System Reports 433
    Generating Device Reports 434
Describe Cisco Unified RTMT 434
    RTMT Interface 436
    Monitoring CUCM with RTMT 436
        Voice and Video Summary 437
        Gateway Activity 437
        Device Search 438
        Database Summary 439
        Call Activity 440
        Alert Central 442
        Remote Browse 443
        Syslog 443
Describe the Disaster Recovery System 444
    Using the DRS 445
        Set Up a Backup Device 445
        Create a Scheduled Backup 445
        Perform a Restore 446
Review All the Key Topics 447
Definitions of Key Terms 447

Chapter 17 Monitoring Cisco Unity Connection 449
“Do I Know This Already?” Quiz 449
Generating and Accessing Cisco Unity Connection Reports 452
    Cisco Unity Connection Serviceability Reports 452
    Cisco Unified Serviceability: Serviceability Reports Archive 455
Analyzing Cisco Unity Connection Reports 457
Troubleshooting and Maintenance Operations Using Cisco Unity Connection Reports 459
    Reports to Support Routine Maintenance 462
Review All the Key Topics 465
Definitions of Key Terms 465

Chapter 18 Final Preparation 467
Tools for Final Preparation 467
Exam Engine and Questions on the CD 467
    Install the Exam Engine 467
    Activate and Download the Practice Exam 468
    Activating Other Exams 468
    Premium Edition 468
The Cisco Learning Network 469
Memory Tables 469
Chapter-Ending Review Tools 469
Study Plan 469
Recall the Facts 470
Practice Configurations 470
Using the Exam Engine 470

Part VI Appendixes

Appendix A Answers Appendix 473

Appendix B Exam Updates 477
Always Get the Latest at the Companion Website 477
    Technical Content 477

Appendix C Managing CME Using the Command Line 479

Glossary 493

Index 507

CD-Only Appendixes

Appendix D Memory Tables
Appendix E Memory Table Answer Key
Appendix F Study Planner


CCNA Collaboration CICD 210-060 Official Cert Guide

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