Maricopa Community Colleges  CNT248   20075-99999 
Official Course Description: MCCCD Approval: 05/22/07
CNT248 20075-99999 L+L 4 Credit(s) 5 Period(s)
Cisco IP Telephony Troubleshooting
Knowledge of skills to install, configure, monitor and troubleshoot Cisco voice gateways and gatekeepers in an Enterprise network.
Prerequisites: CNT244 or permission of Instructor.
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MCCCD Official Course Competencies:
 
CNT248   20075-99999 Cisco IP Telephony Troubleshooting
1. Describe effective troubleshooting methods to resolve issues in complex IP Telephony networks. (I)
2. Troubleshoot common CallManager configuration, integration and operations problems. (II)
3. Troubleshoot Cisco AVVID (Architecture for Voice, Video and Integrated Data) and server components using the appropriate utilities and management tools. (III)
4. Troubleshoot common router, switch and gateway configuration, integration and operation issues and problems. (IV)
5. Use appropriate troubleshooting methods to determine and solve QoS (Quality of Service) issues in complex IP Telephony networks. (V)
6. Troubleshoot common Unity configuration, integration and operation issues and problems. (VI)
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MCCCD Official Course Outline:
 
CNT248   20075-99999 Cisco IP Telephony Troubleshooting
    I. Troubleshooting Methods
        A. Network Problems
        B. Network Issues
        C. Baseline Analysis
        D. Document Existing Infrastructure
        E. Troubleshooting Strategy
        F. Cisco TAC (Technical Assistance Center)
      II. Call Manager
          A. Call Setup Problems
            1. Voice Calls
            2. Video Calls
          B. System Trace Files
          C. Dial-Plan Issues
            1. Calling Search Space
            2. Partitions
            3. Translation Patterns
          D. Media Resources
            1. MOH (Music On Hold)
            2. Conferencing
          E. Computer Telephony Integration (CTI) Components
        III. AVVID (Architecture for Voice, Video and Integrated Data)
            A. Components
            B. Serviceability Tools
          IV. Network Infrastructure
              A. Layer 2 Configuration Errors
              B. Layer 3 Configuration Errors
              C. Gateway Operation
            V. Quality of Service (QoS)
                A. QoS Policies
                B. QoS Methods
                C. QoS Effect
                D. Voice Echo Problems
              VI. Unity Voice Mail Systems
                  A. Message Delivery Problems
                  B. Recovery Tools
                  C. Message Waiting Indication (MWI) Problems
                  D. Voice Mail Port Problems
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