Unity Connection Administration (Call Manager) -Course Outline

UCA v12.5


Duration: 2 days

Unity Connection Administration (UCA) v12.5 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 12.5 system.While the Cisco Unity Connection software used in the class will be version 12.5.1, the course material is applicable to versions 8.x, 9.x, 10.x, 11.x, or 12.x. The concepts and the lab tasks are the same for most of the Cisco Unity Connection software versions.Note: The courseware (e-kit) for this course is being provided in a digital format. The course content is accessed using a standard web browser. You must have an active internet connection. The courseware can also be saved to your local device using a Cisco provided eReader application.

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 Cisco Unity Connection version 12.5 features and functions
  • Use the various applications, tools, and reports that are available in Cisco Unity Connection


Unity Connection Administration 12.5 does not have prerequisites. However, the following knowledge and skills allow the student to gain the most from the course:

  • 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:

  1. Network Engineering Staff


Introduction to Unity Connection 12.5

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

What’s New in 10.x/11.x/12.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

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

  • 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
  • Accessing Voice 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

What’s included?

  • Authorized Courseware
  • Intensive Hands on Skills Development with an Experienced Subject Matter Expert
  • Hands on practice on real Servers and extended lab support 1.800.482.3172
  • Examination Vouchers & Onsite Certification Testing- (excluding Adobe and PMP Boot Camps)
  • Academy Code of Honor: Test Pass Guarantee
  • Optional: Package for Hotel Accommodations, Lunch and Transportation

Training Solutions

With several convenient training delivery methods offered, The Academy makes getting the training you need easy. Whether you prefer to learn in a classroom or an online live learning virtual environment, training videos hosted online, and private group classes hosted at your site. We offer expert instruction to individuals, government agencies, non-profits, and corporations. Our live classes, on-sites, and online training videos all feature certified instructors who teach a detailed curriculum and share their expertise and insights with trainees. No matter how you prefer to receive the training, you can count on The Academy for an engaging and effective learning experience.


  • Instructor-Led (the best training format we offer)
  • Live Online Classroom – Online Instructor-Led
  • Self-Paced Video

Speak to an Admissions Representative for complete details

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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