課堂由導師以講座形式教授課程理論及進行商業實習，而實習時段由學員親自進行商業實習。
1. Cisco Voice and Unified Communications Background
1.1 VoIP Overview
1.1.1 VoIP Environment
1.1.2 IP Telephony Environment
1.1.3 Mixed Environment
1.2 Cisco Unified Communications Overview
1.3 Voice Data Transmission
1.3.1 Signals Conversion and Codec
1.3.2 Protocols for Voice Data Transmission
1.4 VoIP Signaling Protocols
1.5 Bandwidth Usage
1.6 Delay
1.7 Quality of Service (QoS)
1.7.1 IntServ Model
1.7.2 DiffServ Model
1.7.3 CBWFQ and LLQ
1.7.4 CoS (Class of Service)
1.7.5 WAN efficiency
2. Cisco Unified Communications Manager
2.1 CUCM Overview
2.1.1 CUCM Installation (For reference only)
2.1.2 CUCM Web Interface
2.1.2.1 Cisco Unified CM Administration
2.1.2.2 Cisco Unified Serviceability
2.1.2.3 Cisco Unified OS Administration
2.1.2.4 Disaster Recovery System (DRS)
2.2 CUCM User Management
2.2.1 Application User
2.2.2 End User
2.2.3 User Group and Roles
2.3 CUCM Endpoints
2.4 Configuring Directory Number
2.5 Users Options
2.6 Basic Reporting and Monitoring
2.6.1 License Unit Report
2.6.2 RTMT
2.6.3 CU Reporting
2.6.4 CDR Analysis and Reporting (CAR)
3. Cisco Unified Unity
3.1 Basic Operation of Cisco Unity
3.2 Configuring Cisco Unity Connection in CUCM Business Edition
3.3 Cisco Personal Communications Assistant
3.4 Creating New Users in Cisco Unity Connection
4. Cisco Unified Presence
4.1 Presence Overview
4.2 Native Presence Support in CUCM
4.3 Cisco Unified Presence Server 8.0
4.3.1 Basic setup for Cisco Unified Presence (作參考之用)
4.3.2 Cisco Unified Personal Communicator (CUPC)
4.3.3 CUPC – Instant Messaging and Softphone
4.3.4 CUPC –Desktop Phone Control
4.3.5 CUPC - Voicemail
5. Voice Gateways and Dial Peers
5.1 Overview
5.1.1 DSP
5.1.2 Voice Ports
5.1.3 Working of Voice Gateway with Analog Phone and PSTN
5.2 Configuring Dial Peers
5.3 Options for Configuring Dial Peers
5.3.1 Destination Pattern
5.3.2 Dial Peer Characteristics
6. Cisco Unified Communications Manager Express
6.1 Overview
6.2 CME GUI
6.3 Basic CME Configuration through GUI
6.4 Configuring Dial Peers for CME
7. CUCM Features
7.1 Extension Mobility
7.1.1 Requirement and Configuration Overview
7.1.2 Procedure for using Extension Mobility
7.2 Unified Mobility
7.2.1 Features Overview
7.2.2 Requirement and Configuration Overview
7.2.3 Operations Overview
7.3 Whisper Intercom
7.3.1 Requirement and Configuration Overview
7.3.2 Operations Overview
7.4 Client Service Framework - CSF
8. Troubleshooting Telephony Problems
8.1 General Model of Problem Solving
8.2 Tools for Troubleshooting
8.3 Troubleshooting Voice Quality
8.3.1 Through Cisco IP Phone
8.3.2 Through Voice Port
8.4 Examples of Voice Quality Problems
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