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CCNA Voice 640-461 Official Cert Guide

By Jeremy Cioara, Michael H. Valentine

Published by Cisco Press

Published Date: Sep 9, 2011


Trust the best selling Official Cert Guide series from Cisco Press to help you learn, prepare, and practice for exam success. They are built with the objective of providing assessment, review, and practice to help ensure you are fully prepared for your certification exam.


CCNA Voice 640-461 Official Cert Guide presents you with an organized test preparation routine through the use of proven series elements and techniques. “Do I Know This Already?” quizzes open each chapter and enable you to decide how much time you need to spend on each section. Exam topic lists make referencing easy. Chapter-ending Exam Preparation Tasks help you drill on key concepts you must know thoroughly.

  • Master Cisco CCNA Voice 640-461 exam topics
  • Assess your knowledge with chapter-opening quizzes
  • Review key concepts with exam preparation tasks
  • Practice with200+  realistic exam questions on the CD-ROM

CCNA Voice 640-461 Official Cert Guide focuses specifically on the objectives for the CCNA Voice ICOMM exam. Senior voice consultants and trainers Jeremy Cioara and Michael Valentine share preparation hints and test-taking tips, helping you identify areas of weakness and improve both your conceptual knowledge and hands-on skills. Material is presented in a concise manner, focusing on increasing your understanding and retention of exam topics.


The companion CD-ROM contains a powerful Pearson IT Certification Practice Test engine that enables you to focus on individual topic areas or take a complete, timed exam. The assessment engine also tracks your performance and provides feedback on a module-by-module basis, laying out a complete assessment of your knowledge to help you focus your study where it is needed most.


Well-regarded for its level of detail, assessment features, comprehensive design scenarios, and challenging review questions and exercises, this official study guide helps you master the concepts and techniques that will enable you to succeed on the exam the first time.


The official study guide helps you master all the topics on the CCNA Voice exam, including:

  • Voice and data convergence
  • IP phone connections to the LAN infrastructure
  • Cisco Unified Communications Manager Express
  • CUCM Express IP phone configuration and voice productivity features
  • Gateways and trunks
  • Cisco Unity Express
  • Smart Business Communications System
  • UC500 series for voice

CCNA Voice 640-461 Official Cert Guide is part of a recommended learning path from Cisco that includes simulation and hands-on training from authorized Cisco Learning Partners and self-study products from Cisco Press. To find out more about instructor-led training, e-learning, and hands-on instruction offered by authorized Cisco Learning Partners worldwide, please visit


The print edition of the CCNA Voice 640-461 Official Cert Guide contains two free, complete practice exam.


Pearson IT Certification Practice Test minimum system requirements:

Windows XP (SP3), Windows Vista (SP2), or Windows 7;

Microsoft .NET Framework 4.0 Client;

Microsoft SQL Server Compact 4.0;

Pentium class 1GHz processor (or equivalent);

512 MB RAM;

650 MB disc space plus 50 MB for each downloaded practice exam


Also available from Cisco Press for Cisco CCNA Voice study is the CCNA Voice 640-461 Official Cert Guide Premium Edition eBook and Practice Test. This digital-only certification preparation product combines an eBook with enhanced Pearson IT Certification Practice Test.


This integrated learning package:

  • Allows you to focus on individual topic areas or take complete, timed exams
  • Includes direct links from each question to detailed tutorials to help you understand the concepts behind the questions
  • Provides unique sets of exam-realistic practice questions
  • Tracks your performance and provides feedback on a module-by-module basis, laying out a complete assessment of your knowledge to help you focus your study where it is needed most


Table of Contents

    Introduction xxv

Part I Voice Perspectives

Chapter 1 Traditional Voice Versus Unified Voice 3

    “Do I Know This Already?” Quiz 3

    Foundation Topics 6

    Where It All Began: Analog Connections 6

    The Evolution: Digital Connections 9

        Moving from Analog to Digital 9

        Channel Associated Signaling 11

        Common Channel Signaling 12

    Understanding the PSTN 13

        Pieces of the PSTN 13

        Understanding PBX and Key Systems 14

        Connections to and Between the PSTN 14

        PSTN Numbering Plans 16

    The New Yet Not-So-New Frontier: VoIP 17

        VoIP: Why It Is a Big Deal for Businesses 17

        The Process of Converting Voice to Packets 18

        Role of Digital Signal Processors 22

        Understanding RTP and RTCP 23

    Exam Preparation Tasks 25

        Review All the Key Topics 25

        Definitions of Key Terms 25

Chapter 2 Understanding the Pieces of Cisco Unified Communications 27

    “Do I Know This Already?” Quiz 27

    Foundation Topics 30

    Did Someone Say Unified? 30

    Understanding Cisco Unified Communications Manager Express 31

        CME Key Features 32

        CME Interaction with Cisco IP Phones 32

        A Match Made in Heaven: CME and CUE 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 Presence 44

        Cisco Unified Personal Communicator 45

    Exam Preparation Tasks 46

        Review All the Key Topics 46

        Definitions of Key Terms 46

Chapter 3 Understanding the Cisco IP Phone Concepts and Registration 49

    “Do I Know This Already?” Quiz 49

    Foundation Topics 52

    Connecting and Powering Cisco IP Phones 52

        Cisco Catalyst Switch PoE 54

        Powering the IP Phone Using a Power Patch Panel or Coupler 54

        Powering the IP Phone with a Power Brick 55

    VLAN Concepts and Configuration 55

        VLAN Review 55

        VLAN Trunking/Tagging 56

        Understanding Voice VLANs 58

        VLAN Configuration 59

    Understanding the Cisco IP Phone Boot Process 61

    Configuring a Router-Based DHCP Server 61

    Setting the Clock of a Cisco Device with NTP 63

    IP Phone Registration 65

    Exam Preparation Tasks 67

        Review All the Key Topics 67

        Definitions of Key Terms 67

Part II Managing Endpoints and End Users

Chapter 4 Getting Familiar with CME Administration 69

    “Do I Know This Already?” Quiz 69

    Foundation Topics 71

    Managing CME Using the Command Line 71

    Managing CME Using a Graphic User Interface 73

    Exam Preparation Tasks 79

        Review All the Key Topics 79

Chapter 5 Managing Endpoints and End Users with CME 81

    “Do I Know This Already?” Quiz 81

    Foundation Topics 84

    Ensuring the Foundation 84

        Voice VLAN 85

        DHCP Services 85

        TFTP Services 86

        Base CME Configuration 87

    Ephone and Ephone-DN—The Keys to Ringing Phones 88

        Understanding and Configuring Ephone-DNs 89

        Understanding and Configuring Ephones 90

        Associating Ephones and Ephone-DNs 92

    Adding Directory Numbers, Phones, and Users with CCP 95

    Exam Preparation Tasks 102

        Review All the Key Topics 102

Chapter 6 Understanding the CME Dial-Plan 105

    “Do I Know This Already?” Quiz 105

    Foundation Topics 108

    Configuring Physical Voice Port Characteristics 108

        Configuring Analog Voice Ports 108

        Foreign Exchange Station Ports 108

        Foreign Exchange Office Ports 111

        Configuring Digital Voice Ports 112

    Understanding and Configuring Dial Peers 117

        Voice Call Legs 118

        Configuring POTS Dial Peers 120

        Configuring VoIP Dial Peers 124

        Using Dial Peer Wildcards 126

        Private Line Automatic Ringdown 128

    Understanding Router Call Processing and Digit Manipulation 130

        Matching Inbound and Outbound Dial Peers 132

        Using Digit Manipulation 135

        Practical Scenario 1: PSTN Failover Using the prefix Command 136

        Practical Scenario 2: Directing Operator Calls to the Receptionist 138

        Practical Scenario 3: Specific POTS Lines for Emergency Calls 139

        Practical Scenario 4: Using Translation Profiles 141

        Using CCP to Configure a CME Dial-Plan 145

    Understanding and Implementing CME Class of Restriction 146

    Quality of Service 152

        Understanding the Enemy 153

        Requirements for Voice, Video, and Data Traffic 154

        Network Requirements for Voice and Video 154

        Network Requirements for Data 154

        Using Cisco AutoQoS 155

    Exam Preparation Tasks 163

        Review All the Key Topics 163

        Complete the Tables and Lists from Memory 164

        Definitions of Key Terms 164

Part III Handling Calls

Chapter 7 Configuring Cisco Unified CME Voice Productivity Features 167

    “Do I Know This Already?” Quiz 167

    Foundation Topics 171

    Configuring a Voice Network Directory 171

    Configuring Call Forwarding 175

        Forwarding Calls from the IP Phone 175

        Forwarding Calls from the CLI 177

        Using the call-forward pattern Command to Support H.450.3 177

    Configuring Call Transfer 180

    Configuring Call Park 181

    Configuring Call Pickup 186

    Configuring Intercom 189

    Configuring Paging 192

    Configuring After-Hours Call Blocking 195

    Configuring CDRs and Call Accounting 199

    Configuring Music on Hold 203

    Configuring Single Number Reach 204

    Enabling the Flash-Based CME GUI 206

    Exam Preparation Tasks 210

        Review All the Key Topics 210

        Definitions of Key Terms 210

Chapter 8 Administrator and End-User Interfaces 213

    “Do I Know This Already?” Quiz 213

    Foundation Topics 216

    Describe the CUCM GUI and CLI 216

        Cisco Unified Communications Manager Administration Interface 216

        Cisco Unified Serviceability Administration Interface 217

        Cisco Unified Operating System Administration Interface 219

        Disaster Recovery System Interface 220

        Cisco Unified Reporting Interface 220

        CLI 220

        User Management in CUCM: Roles and Groups 221

        Roles 221

        Groups 222

        Describe the CUC GUI and CLI 223

        Cisco Unity Connection Administration 224

        Cisco Unity Connection Serviceability 225

        Describe the Cisco Unified Presence Server GUI and CLI 226

        Cisco Unified Presence Administration Interface 227

        Cisco Unified Presence Serviceability 227

    Exam Preparation Tasks 228

        Review All the Key Topics 228

        Definitions of Key Terms 228

Part IV Telephony Feature Management

Chapter 9 Managing Endpoints and End Users in CUCM 231

    “Do I Know This Already?” Quiz 231

    Foundation Topics 234

    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 236

        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 243

        Describe End Users in CUCM 243

        End Users Versus Application Users 243

        Credential Policy 244

        Features Interacting with User Accounts 244

        User Locale 245

        Device Association 245

    Implementing End Users in CUCM 246

        Manual Entry 246

        Bulk Import Using BAT 246

        LDAP Integration 246

        LDAP Synchronization 248

        LDAP Authentication 248

        LDAP Integration Considerations 248

        LDAP Sync Agreements 250

        LDAP Sync Mechanism 251

        LDAP Custom Filters 251

        Configure LDAP Sync 251

        Activate DirSync 251

        Configure the LDAP System 252

        Configure the LDAP Directory 252

        Verify LDAP Sync 253

        Configuring LDAP Authentication 254

        Verify LDAP Authentication 254

        Create LDAP Custom Filters 255

    Exam Preparation Tasks 256

        Review All the Key Topics 256

Chapter 10 Understanding CUCM Dial-Plan Elements and Interactions 259

    “Do I Know This Already?” Quiz 259

    Foundation Topics 263

    CUCM Call Flows 263

        Call Flow in CUCM if DNS Is Used 263

        Call Flow in CUCM if DNS Is Not Used 263

        Centralized Remote Branch Call Flow 265

        Centralized Deployment PSTN Backup Call Flow 267

        Centralized Deployment Considerations and Limitations 267

        PSTN Backup Using CAC 268

        Distributed Deployment Call Flow 268

        Call-Routing Sources in CUCM 270

        Call-Routing Destinations in CUCM 270

        Call-Routing Configuration Elements 271

        Route Pattern 271

        Route List 271

        Route Group 272

        Gateways and Trunks 272

        Call-Routing Behavior 273

        Digit Analysis 273

        Hunt Groups 274

        Class of Control 274

        Partition 275

        Calling Search Space 275

        Interaction of Partitions and Calling Search Spaces 275

        Line-Device Configuration 276

    Exam Preparation Tasks 277

        Review All the Key Topics 277

Part V Voicemail and Presence Solutions

Chapter 11 Enabling Telephony Features with CUCM 279

    “Do I Know This Already?” Quiz 279

    Foundation Topics 282

    Describe Extension Mobility in CUCM 282

    Enable EM in CUCM 283

        Step 1: Activate the EM Service 283

        Step 2: Configure EM Service Parameters 283

        Step 3: Add the EM Service 284

        Step 4: Create Default Device Profiles 285

        Step 5a: Create Device Profiles 285

        Step 5b: Subscribe Device Profiles to the EM Service 286

        Step 6: Associate Users with Device Profiles 287

        Step 7a: Enable EM for Phones 288

        Step 7b: Subscribe Phones to EM Service 289

    Describe Telephony Features in CUCM 290

        Call Coverage 290

        Call Forward 291

        Shared Lines 291

        Barge and Privacy 291

        Call Pickup 291

        Call Hunting 292

        Call Park 292

        Intercom 293

        CUCM Native Presence 293

        Presence Architecture 293

    Enable Telephony Features in CUCM 294

        Enabling Call Coverage 295

        Configuring Shared Lines 295

        Configuring Barge 295

        Configuring Call Pickup 297

        Configuring Call Park and Directed Call Park 299

        Configuring Call Hunting 301

        Configuring Intercom Features 304

        Configure CUCM Native Presence 305

        Configuring BLF Speed Dials 305

        Configuring Presence-Enabled Call Lists 306

        Configuring Custom Presence Groups 307

    Exam Preparation Tasks 311

        Review All the Key Topics 311

Chapter 12 Enabling Mobility Features in CUCM 313

    “Do I Know This Already?” Quiz 313

    Foundation Topics 316

    Understanding CUCM Mobility Features 316

        Describe Mobile Connect 316

        Unified Mobility Architecture 317

        Access Lists 317

        Time-of-Day Access 317

        Mobile Voice Access 318

    Implementing Mobility Features in CUCM 319

        Configuring Mobile Connect 319

        Step 1: Configure Softkey Templates 319

        Step 2: Configure User Accounts for Mobility 319

        Step 3: Configure the IP Phone to Support Mobility Features 320

        Step 4: Create Remote Destination Profiles 320

        Step 5: Add Remote Destinations to Remote Destination Profiles 321

        Step 6: Configure Ring Schedules for Each Remote Destination 322

        Step 7: Configure Access Lists 322

        Step 8: Apply Access Lists 323

        Step 9: Configure Service Parameters 325

        Configuring MVA 326

        Step 1: Activate the MVA Service 327

        Step 2: Configure Service Parameters 327

        Step 3: Enable MVA for Each User 328

        Step 4: Configure the MVA Media Resource 329

        Step 5: Configure the MVA VXML Application at the IOS Gateway 329

    Exam Preparation Tasks 331

        Review All the Key Topics 331

        Definition of Key Terms 331

Part VI Voice Network Management and Troubleshooting

Chapter 13 Voicemail Integration with Cisco Unity Connection 333

    “Do I Know This Already?” Quiz 333

    Foundation Topics 336

    Describe Cisco Unity Connection 336

        Overview of Cisco Unity Connection 336

        Single-Site and Multisite Deployment Considerations 336

        CUC Integration Overview 337

        CUC Integration with CUCM Using SCCP 337

        CUC Integration Using SIP 338

        CUC Features 338

        System Settings 338

        Call Handlers 340

        Call Routing 340

        Direct Routing Rules 341

        Forwarded Routing Rules 341

        Call Routing Rule Filters 341

        Distribution Lists 342

        Authentication Rules 342

        Dial-Plan 342

    Describe Cisco Unity Connection Users and Mailboxes 343

        User Templates 343

        User Template Basics 343

        Password Settings 344

        Roles 344

        Transfer Rules and Greetings 344

        Call Actions 345

        Message Settings, Message Actions, and Caller Input 345

        TUI Settings 345

        CUC End Users 345

        Extension and Call Forward Options 345

        Voice Messaging with SRST and AAR 346

        Voicemail Box 346

        Private Distribution Lists 346

        Notification Devices 346

        User Creation Options 346

        CUC Voicemail Boxes 347

        Message Aging Policy and Mailbox Quotas 347

Implement Cisco Unity Connection Users and Mailboxes 347

        Configure End User Templates 347

        User Template Basics 348

        Password Settings 349

        Roles 350

        Message Settings 350

        Message Actions 351

        Phone Menu 351

        Playback Message Settings 352

        Notification Devices 354

        Configure CUC End Users 355

        Manual Process 355

        Alternate Extensions and Names 355

        Private DLs 357

        Importing End Users in to CUC 357

        Importing Users from CUCM 358

        Importing Users from LDAP 358

        Bulk Administration Import of CUC Users 361

        Managing the CUC Message Store 362

        Mailbox Stores Membership 362

        Message Aging Policy 363

        Mailbox Quotas 363

    Exam Preparation Tasks 365

        Review All the Key Topics 365

        Definitions of Key Terms 365

Chapter 14 Enabling Cisco Unified Presence Support 367

    “Do I Know This Already?” Quiz 367

    Foundation Topics 370

    Describe Cisco Unified Presence Features 370

        Cisco Unified Personal Communicator 370

        CUPC Operating Modes 370

        Enterprise Instant Messaging 371

        Voice Calls 372

        Video Calls 372

        Integration Support 372

        CUPC System Requirements 373

        Cisco Unified Client Services Framework 373

        Cisco Unified Communications Manager IP Phone Service 373

        Cisco IP Phone Messenger 373

    Describe Cisco Unified Presence Architecture 374

        Integration with Microsoft Office Communications Server 374

        Integration with LDAP 374

        Integration with Cisco Unity Connection 375

        Integration with Conferencing Resources 375

        Integration with Calendar Resources 375

        Architecture and Call Flow: Softphone Mode 376

        Architecture and Call Flow: Deskphone Control Mode 376

        Compliance and Persistent Chat 376

        CUPS and QoS Considerations 377

    Exam Preparation Tasks 379

        Review All the Key Topics 379

        Definitions of Key Terms 379

Chapter 15 Common CME Management and Troubleshooting Issues 381

    “Do I Know This Already?” Quiz 381

    Foundation Topics 384

    Troubleshooting 384

    Troubleshooting Common CME Registration Issues 385

    Troubleshooting Dial-Plan and QoS Issues 389

        Dial-Plan Issues 389

        QoS Issues 392

    Exam Preparation Tasks 396

        Review All the Key Topics 396

        Definitions of Key Terms 396

Chapter 16 Management and Troubleshooting of Cisco Unified Communications Manager 399

    “Do I Know This Already?” Quiz 399

    Foundation Topics 402

    Describe How to Provide End-User Support for Connectivity and Voice

        Quality Issues 402

        Troubleshooting 402

        Troubleshooting IP Phone Registration Problems 403

        Deleting Unassigned Directory Numbers Using the Route Plan Report 405

        Describe CUCM Reports and How They Are Generated 406

        Generating Reports 406

        Analyzing Reports 407

        Understanding CUCM CDR Analysis and Reporting Tool Reports 408

        Activate CAR-Related Services 408

        Configure CDR Service Parameters 409

        CAR Tool Users 410

        CDR and CMR Architecture 410

        CAR System Parameters 410

        Exporting CDR and CMR Records 411

        Generating CDR Reports 411

        Example Report Generation 412

        Generating System Reports 414

        Generating Device Reports 415

    Describe Cisco Unified RTMT 416

        RTMT Interface 416

        Monitoring CUCM with RTMT 417

        CallManager Summary 417

        Gateway Activity 417

        Device Search 417

        Database Summary 417

    Describe the Disaster Recovery System 418

        Using the DRS 419

        Set Up a Backup Device 419

        Create a Scheduled Backup 419

        Perform a Restore 420

    Exam Preparation Tasks 421

        Review All the Key Topics 421

        Definitions of Key Terms 421

Chapter 17 Monitoring Cisco Unity Connection 423

    “Do I Know This Already?” Quiz 423

    Foundation Topics 426

    Generating and Accessing Cisco Unity Connection Reports 426

        Cisco Unity Connection Serviceability Reports 426

        Cisco Unified Serviceability: Serviceability Reports Archive 429

    Analyzing Cisco Unity Connection Reports 430

    Troubleshooting and Maintenance Operations Using Cisco Unity Connection Reports 433

        Reports to Support Routine Maintenance 435

    Exam Preparation Tasks 438

        Review All the Key Topics 438

        Definitions of Key Terms 438

Chapter 18 Final Preparation 441

    Tools for Final Preparation 441

        Pearson Cert Practice Test Engine and Questions on the CD 441

        Install the Software from the CD 441

        Activate and Download the Practice Exam 442

        Activating Other Exams 442

        Premium Edition 442

        Cisco Learning Network 443

        Chapter-Ending Review Tools 443

        Suggested Plan for Final Review/Study 443

        Using the Exam Engine 444

    Summary 445

Appendix A Answers Appendix 447

Appendix B 640-461 CCNA Voice Exam Updates, Version 1.0 451

Glossary 453

TOC, 9781587204173, 6/27/2011



CCNA Voice 640-461 Official Cert Guide

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