CMA v11.0 - Communications Manager Administration

Networking/Server/Operating Systems
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If quantity is more than 1, Please add all Attendees' Names /Voucher #/ Learning Credit below separated with a comma. If not specified, we will contact you prior to the class start date. Special Instructions


Communications Manager Administration for Version 11.0 (CMA v11.0) is an instructor-led course presented by Skyline-ATS to system administrators and customers involved with day-to-day operation of the Cisco Unified Communications Manager 11.0 (CUCM 11) product. This course will introduce you to the CUCM 11.0 system, the basic procedures for administering IP Phones and Users, understanding the Dial Plan and implementing Features. In addition to instructor-led lecture and discussions, you will configure CUCM and Cisco IP Phones in the lab, either in a live classroom or WebEx remote classroom environment. While the Cisco Unified Communications Manager software used in the class will be version 11.0.1, the course material is applicable to versions 8.x, 9.x, 10.x or 11.x. The concepts and the lab tasks are the same for most of the Cisco Unified Communications Manager software versions.

If CMA v11.0 is offered the same week as UCA v11.0, at the same location, you can attend the CMA & UCA for $3,695.00, giving you a $995.00 discount off the regular pricing for the individual classes.

Note: The courseware and lab guide for this course are being provided in an encrypted digital format. To be able to view your digital kit, you will need to bring a suitable device to view the content. You can install your digital course material onto a Windows PC, Mac (OSX 10.6 & up), Apple iPad (iPAD2 & up preferred) or Android tablet (v4.1 & up preferred). You will need to install an encrypted document viewer on your device to be able to view the course material. Please contact us at for additional information.


Upon completing this course, the learner will be able to meet these overall objectives:

  • Demonstrate an overall understanding of the CUCM 10.0 system and its environment
  • Configure CUCM to support IP Phones in multiple locations
  • Configure CUCM to route calls to internal, inter-cluster and PSTN destinations
  • Configure User accounts and multi-level administration
  • Understand User Web Page functionality
  • Configure user features including Intercom, Hunt Groups, [Other Group] Call Pickup and Presence
  • Understand Unified Mobility, Mobile Voice Access and Enterprise Feature Access
  • Understand the capabilities of and demonstrate the Bulk Administration Tool
  • Understand and configure the Disaster Recovery System
  • Understand the revised Licensing model for Cisco Unified Communications
  • Understand and demonstrate the use of the Unified Reporting tool
  • Understand and demonstrate the use of the Dialed Number Analyzer


The knowledge and skills that a learner must have before attending this course are as follows:

  • An understanding of traditional digital PBX systems
  • An understanding of basic telephony concepts
  • Business-level competence using the Windows operating system
  • Business-level competence using different Internet browsers
  • The ability to understand, read and speak English in a business and technical context (the CMA v11.0 course is available only in English at this time)

Who Should Attend

The primary audience for this course is as follows:

  • Customers who will be configuring and maintaining CUCM 8.x, 9.x, 10.x or 11.0
  • PBX System Administrators transitioning to CUCM administration
  • IP networking professionals taking on responsibility for CUCM administration
  • Workers being cross-trained for CUCM administration coverage
  • The secondary audience for this course is as follows:
    • Cisco Unified Communications system channel partners and resellers


    CUCM System Basics

      Introduction to IP Telephony
      • Traditional Voice vs. IP Telephony
      • Clustering Overview
      • Intra-Cluster Communications
      • CUCM Redundancy Options
      • Deployment Models
      • Campus (Single Site) Deployment
      • Centralized Call Processing Deployment
      • Distributed Call Processing Deployment
      • Clustering over the IP WAN Call Processing Deployment
      • Hybrid Call Processing Deployment

      Basics of CUCM Configuration

      • Administrative Interfaces
      • Logging into Administration and Serviceability
      • Logging into Unified Reporting and the Enterprise License Manager
      • Logging into the Disaster Recovery System and Unified OS Administration
      • Navigation Bar
      • Command Line Interface
      • Server Redundancy: CM Groups
      • CM Group Configuration
      • Date/Time Group
      • Regions and Codecs
      • Locations
      • Device Pool Configuration
      • Service Parameters Configuration
      • Enterprise Parameters Configuration

    Supporting Phones and Users

      Configuring CUCM to Support Phones
      • Cisco Unified IP Phone Model Ranges
      • Specialized Cisco IP 89xx and 99xx phones
      • Cisco Jabber Client
      • Phone Button Templates
      • Softkey Template
      • Cisco IP Phone Registration
      • Device Defaults Configuration
      • Phone Configuration
      • Manual Phone Configuration
      • Auto-Registration
      • Using the Bulk Administration Tool (BAT)
      • Deploying new phones and users
      • Overview of the Auto-Register Phone Tool

      Configuring CUCM to Support Users

      • Understanding CUCM Users
      • Manual User Creation
      • User Import with BAT
      • Importing Users with LDAP Sync
      • LDAP Authentication
      • Understanding User Administration
      • Configuring User Administration
      • Working With Access Control Groups
      • Assigning End Users to Access Control Groups
      • User Web Pages

    Understanding the Dial Plan

      Dial Plan Overview
      • Introduction to the Dial Plan
      • Understanding Dial Plan Components
      • Route Lists, Route Groups and Devices
      • Call Routing
      • Understanding Digit Analysis

      Basics of Dial Plan Configuration

      • Basics of Dial Plan Configuration
      • Translation Patterns
      • Route Plan Report

      Advanced Dial Plan Configuration

      • Understanding Digit Manipulation
      • External Phone Number Masks
      • Transformation Masks
      • Discard Digits Instructions: PreDot
      • Call Admission Control
      • Automated Alternate Routing (AAR)
      • Survivable Remote Site Telephony (SRST)
      • SRST Operation

      Class of Control

      • Overview of Class of Control
      • Traditional vs. Line/Device Approach
      • Configuring Partitions and CSSs
      • Partitions and Calling Search Space
      • Time of Day Routing
      • PLAR Application
      • Forced Authorization Codes

    CUCM Features

      Media Resources
      • Overview of Media Resources
      • Conference Bridge
      • Transcoder
      • Music on Hold
      • Annunciator
      • Overview of Media Resource Management
      • Configuring Media Resources

      User Features

      • Configuring Call Coverage in Cisco Unified Communications Manager
      • Call Coverage in Cisco Unified Communications Manager
      • Hunt Group Overview
      • Hunt Group Configuration
      • Final Forwarding
      • Shared Lines
      • Call Pickup
      • Directed and Group Call Pickup
      • Other Group Call Pickup
      • Call Park
      • Native Cisco Unified Communications Manager Presence
      • Presence Status on IP Phones
      • CSS versus Subscribe CSS
      • Configuring Native Cisco Unified Communications Manager Presence
      • Enable Presence-Enabled Call Lists
      • CUCM Mobility Features
      • Mobile Connect in Cisco Unified Communications Manager
      • Cisco Unified Mobility Architecture
      • Mobile Connect Call Flow: Incoming Calls to Office Phone
      • Mobile Connect Call Flow: Internal Calls Placed from a Remote Phone
      • Configure Remote Destination Profile
      • Configure Remote Destinations

      System Features

      • CUCM 11.0 Licensing
      • Enterprise License Manager Overview
      • Cisco Unified Reporting Tool

    Lab Outline

      Lab 2-1: Configuring the System to Support Cisco IP Phones
      Lab 2-2: Creating and Associating Users
      Lab 3-1: Configuring Basic Dial Plan Elements
      Lab 3-2: Configuring Complex Dial Plan Elements
      Lab 3-3: Implementing Class of Control
      Lab 4-1: Configuring Media Resources
      Lab 4-2: Configuring Hunt Groups and Call Coverage
      Lab 4-3: Configuring Call Pickup and Call Park
      Lab 4-4: Configuring Native Presence with Speed Dial BLF
      Lab 4-5: Configuring Mobile Connect
      Lab 4-6: Generating Cisco Unified Communications Manager Reports
      Lab 4-7: Configuring IP Phone Services