Cisco Unity Connection Administration


2 Days


Employees of federal, state and local governments; and businesses working with the government.

Course Description

Unity Connection Administration (UCA) v9.0 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 9.0 system. Students that require skills beyond administration where engineering, integration, and networking skills are required should consider the Implementing Cisco Unity Connection (IUC) course.

This course provides an understanding of latest Cisco Unity Connection version 9.0 features such as Unified Messaging concepts and implementation, including Single Inbox, Text to Speech, and calendars.

Note: The courseware and lab guide for this course will be provided in a digital format. You can choose to install it onto a Windows PC, Mac, Apple iPad or Android tablet.


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 9.0 features and function of Unified Messaging, including Single Inbox, Text to Speech and calendars.
  • 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
  • Introduction to Cisco Unity Connection for Network Engineering Staff Personnel


Module 1: Introduction to Cisco Unity Connection

Lesson 1: An Overview of Cisco Unity Connection

  • Understanding Cisco Unity Connection
  • Cisco Unity Connection Integration
  • Active-Active, High-Availability Deployment
  • Digital Networking Deployment Model

Lesson 2: Navigating Cisco Unity Connection

  • Accessing Cisco Unity Connection
  • Logging into Cisco Unity Connection Applications
  • Serviceability and Connection Serviceability
  • Cisco Unity Connection Administration
  • Ports and Telephony Integration
  • General Configuration

Lesson 3: Understanding Call Handlers, Users, and Call Flow

  • How the System Handles Calls
  • Describe Call Handlers
  • HandlersFunction and Purpose
  • Default Call Handler Flow
  • Call Handler Configuration
  • Understanding Call Flow
  • Reviewing Incoming Call Flows
  • Reviewing Incoming Call Handling Components
  • Describe Call Routing Direct and Fowarded
  • Describing Call RoutingDirect
  • Describing Call RoutingForwarded
  • Defining and Configuring Users
  • Implementing Call Routing
  • Implementing Call RoutingDirect
  • Implementing Call RoutingForwarded
  • Describing Directory Handlers
  • Configuring Directory Handlers
  • Describing Interview Handlers
  • Configuring Interview Handlers

Module 2: Configuring Users and Contacts

Lesson 1: Explaining Users and Contacts

  • Understanding Users
  • Preparing to Configure Users
  • Configuring Authentication Rules
  • Configuring Class of Service
  • Configuring Schedules and Holidays
  • Configuring User Templates
  • Configuring Users
  • Understanding Contacts
  • Configuring Contacts

Lesson 2: Managing Multiple Users

  • Configuring Multiple Users
  • Importing Users Using AXL
  • Importing Users Using LDAP
  • Importing Users Using Bulk Administration Tool
  • Reviewing Users

Module 3: Implementing Features

Lesson 1: Implementing the Dial Plan

  • Dial Plan Components
  • Dial Plan Configuration

Lesson 2: Understanding User Features

  • Reviewing User Features
  • Integrate vs. Unified Messaging
  • Unified Messaging in Version 9.0
  • Unified Messaging Configuration

Lesson 3: Accessing Voice Messaging and User Features

  • Accessing Voice Messaging
  • Phone View / Visual Voicemail
  • Implementing ViewMail for Outlook
  • ViewMail for Outlook 2007 Single Inbox
  • ViewMail for Outlook 2007 IMAP
  • Personal Communications Assistant (PCA)
  • Accessing Voice Messaging Using RSS Feeds
  • Using RSS Feeds
  • Implementing Secure Messaging

Lesson 4: Managing Distribution Lists

  • Distribution ListsSystem Distribution Lists
  • Distribution ListsPrivate Distribution Lists

Module 4: Using Cisco Unity Connection Applications, Tools and Reports

Lesson 1: Designing an Audiotext Application

  • Audiotext Application Design
  • Audiotext Application Configuration
  • Greeting Administrator
  • Greeting Administrator Configuration

Lesson 2: Using Cisco Unity Connection Tools and Reports

  • Using the Bulk Edit Feature
  • Using Task Management
  • Cisco Unity Connection Reports

Lesson 3: Using the Disaster Recovery System

  • Disaster Recovery Tool
  • 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