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UCA v11.0 - Unity Connection 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


Unity Connection Administration (UCA) v11.0 describes Cisco Unity Connection administration features, options, and configuration settings as they apply to the administrator. The course presents Cisco Unity Connection with the focused goal of providing the administrators with the necessary skills to perform their day-to-day job functions using the Cisco Unity Connection version 11.0 system.

While the Cisco Unity Connection 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 Unity Connection 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 course ware 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:

  • Explain the function of Cisco Unity Connection and the various interfaces that are used to access the system
  • Describe the components that are required for user call processing by Cisco Unity Connection
  • Implement the various features and options that are available to users in Cisco Unity Connection
  • Explore the version 11.0 features and functions
  • Use the various applications, tools, and reports that are available in Cisco Unity Connection


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

  • Basic understanding of fundamental terms and concepts of computer networking, including LANs, WANs, and IP switching and routing.
  • Basic knowledge of traditional PSTN operations and technologies, including PBX and voice-mail administration tasks
  • Basic understanding of Cisco Unified Communications Manager

Who Should Attend

The primary audience for this course is as follows:

  • Administrator
  • IT support personnel
  • Helpdesk support staff

The secondary audience for this course is as follows:

  • Introduction to Cisco Unity Connection for Network Engineering Staff Personnel


Introduction to Unity Connection 11.x

  • An Overview of Cisco Unity Connection
    • What is Cisco Unity Connection?
    • Feature/Capacity Summary
    • Appliance Architecture
    • User Access to Inbox
    • Active-Active, High-Availability Deployment
    • Digital Networking
  • Whats New in 10.x/11.x?
    • HTTPS Networking
    • Single Sign-on
    • Video Greetings
    • Tenant Partitioning
    • Message Status on Reply/Reply-All
    • Mailbox quota email notification
    • Voice Message attachment in HTML Notification

Administration Interfaces for Cisco Unity Connection

  • Logging into Cisco Unity Connection Applications
    • Platform Administration
    • Application Administration
  • Application interfaces
    • UC Admin
    • Unified Serviceability
    • Unity Connection Serviceability
    • Unified Reporting
    • ELM
    • OS Admin
    • DRS
    • CLI
  • Single Sign-On

Connection Users and Contacts

  • Understanding Users and Contacts
    • Defining Users
    • Defining Contacts
  • Preparing to Configure Users
    • Configuring Authentication Rules
    • Configuring Class of Service
    • Configuring Schedules and Holidays
    • Configuring User Templates
    • Configuring Users
    • Understanding Contacts
    • Configuring Contacts
  • Managing Multiple Users
    • Configuring Multiple Users
    • Importing Users Using AXL
    • Importing Users Using LDAP
    • Importing Users Using Bulk Administration Tool
    • Reviewing Users

Understanding Call Handlers and Call Flow

  • Understanding Telephony Integration
    • Understanding Call Agent (CUCM) Routing Requirements
    • Describing Phone System Integration
    • Configuring Phone System Integration
  • How the System Handles Calls
    • Defining Call Routing: Direct and Forwarded
    • Describing Call Routing - Direct
    • Describing Call Routing Forwarded
    • Implementing Call Routing
    • Describe Call Handlers
    • Configure Call Handlers
    • Describe Directory Handlers
    • Configure Directory Handlers
    • Describe Interview Handlers
    • Configure Interview Handlers
    • Reviewing Incoming Call Flows
    • Reviewing Incoming Call Handling Components

Unity Connection Features

  • Understanding the Dial Plan
    • Dial Plan Components
    • Dial Plan Examples
    • Dial Plan Configuration
  • Understanding User Features
    • Describe Video Greetings
    • Understanding Integrated Messaging vs. Single Inbox
    • Configuring Integrated Messaging
    • Configuring Single Inbox
  • Accessing Voice Messaging and User Features
    • Accessing Voice Messaging
    • Visual Voicemail
    • Implementing ViewMail for Outlook
    • Personal Communications Assistant (PCA)
    • Accessing Voice Messaging Using RSS Feeds
  • Implementing Secure Messaging
    • Secure Messaging vs. Private Messaging
    • Configuring Secure and Private Messaging
  • Managing Distribution Lists
    • System Distribution Lists
    • Private Distribution Lists
  • Creating an Audiotext Application
    • Audiotext Application Design
    • Audiotext Application Configuration

Connection Tools and Reports

  • Greeting Administrator
    • Understanding Greeting Administrator
    • Greeting Administrator Configuration
  • Tools and Reports
    • Using the Bulk Edit Feature
    • Using Task Management
    • Using Cisco Unity Connection Reports
  • Using the Disaster Recovery System
    • Configuring Backups
    • Performing Restore Operations

Lab Outline

  • Lab 1-1: Verifying Connectivity and Call Flow
  • Lab 1-2: Verifying and Configuring Call Handlers
  • Lab 1-3: Working with Users and Extensions in Voice Mail
  • Lab 2-1: Preparing to Configure Users and Contacts
  • Lab 2-2: Managing Users and Contacts
  • Lab 2-3: Managing Multiple Users
  • Lab 3-1: Implementing the Dial Plan
  • Lab 3-2: Understanding User Features
  • Lab 3-3: Implementing Messaging and User Features
  • Lab 4-1: Implementing an Audiotext Application
  • Lab 4-2: Using Cisco Unity Connection Tools and Reports