You are previewing Authorized Self-Study Guide Cisco IP Telephony (CIPT), Second Edition.
O'Reilly logo
Authorized Self-Study Guide Cisco IP Telephony (CIPT), Second Edition

Book Description

Foundation Learning for CCVP IP Telephony

Jeremy Cioara, CCIE® No. 11,727

Cisco IP Telephony (CIPT), Second Edition, is a Cisco®-authorized, self-paced learning tool for CCVP IP telephony foundation learning. This book provides you with the knowledge needed to install, configure, and maintain a Cisco IP telephony solution. By reading this book, you will gain a thorough understanding of Cisco Unified CallManager version 4.1, the call routing and signaling component for the Cisco IP telephony solution.

Cisco IP Telephony (CIPT) expands your knowledge of voice over IP (VoIP) and public switched telephone network (PSTN) components and technologies. This book teaches you how to describe, install, configure, and support Cisco Unified CallManager 4.1 in a Cisco network including such features as security and video; how to configure gateways, gatekeepers, and switches; and how to build route plans to place intra- and intercluster Cisco IP phone calls. Chapter review questions, detailed configuration examples, network diagrams, and thorough explanations help reinforce learning.

Whether you are preparing for CCVP certification or simply want to gain a better understanding of IP telephony and Cisco Unified CallManager, you will benefit from the foundation information presented in this book.

Cisco IP Telephony (CIPT), Second Edition, is part of a recommended learning path from Cisco Systems® that includes simulation and hands-on training from authorized Cisco Learning Partners and self-study products from Cisco Press. To find out more about instructor-led training, e-learning, and hands-on instruction offered by authorized Cisco Learning Partners worldwide, please visit www.cisco.com/go/authorizedtraining.

Jeremy D. Cioara, CCIE® No. 11,727, is the owner of AdTEC Networks and works as a network consultant, instructor, and author. He has been working in network technologies for more than a decade and has deployed networks worldwide. His current consulting work focuses on network and VoIP implementations.

  • Examine design strategies behind a Cisco Unified CallManager cluster, cluster replication, and Cisco Unified CallManager deployment models

  • Perform Cisco Unified CallManager server installations and upgrades

  • Learn the features of all Cisco IP Phones, the IP phone startup process, and audio codec communication

  • Add IP phone users and apply bulk moves, adds, and changes

  • Configure Cisco gateways and trunks

  • Design and configure Cisco Unified CallManager route plans

  • Implement telephony call restrictions and control

  • Effectively coordinate multisite deploymentsConfigure user features, Cisco Unified CallManager Attendant, and Cisco IP Manager Assistant

  • Secure the Windows operating system and Cisco Unified CallManager administration

  • Prevent toll fraud and harden the IP phone against attack

  • Configure Cisco Unified CallManager to support video

  • Monitor performance and configure alarms, traces, and CAR

  • This volume is in the Certification Self-Study Series offered by Cisco Press®. Books in this series provide officially developed self-study solutions to help networking professionals understand technology implementations and prepare for the Cisco Career Certifications examinations.

    Category: IP Communications

    Covers: Cisco Unified CallManager v4.1

    Table of Contents

    1. Copyright
      1. Dedications
    2. About the Author
    3. About the Technical Reviewers
    4. Acknowledgments
    5. Icons Used in This Book
    6. Command Syntax Conventions
    7. Foreword
    8. Introduction
      1. Goals and Methods
      2. Who Should Read This Book?
      3. How This Book Is Organized
    9. I. Cisco CallManager Fundamentals
      1. 1. Introduction to Cisco Unified Communications and Cisco Unified CallManager
        1. Cisco Unified Communications
        2. Understanding Cisco Unified CallManager
          1. Cisco Unified CallManager and IP Phone Interaction
          2. The Components of Cisco Unified CallManager
          3. Cisco Unified CallManager Servers
        3. Summary
        4. Review Questions
      2. 2. Cisco Unified CallManager Clustering and Deployment Options
        1. The Two Sides of the Cisco Unified CallManager Cluster
          1. The SQL Database Cluster
          2. Intracluster Run-Time Data
        2. Cluster Redundancy Designs
          1. 1:1 Redundancy Design
          2. 2:1 Redundancy Design
        3. Call-Processing Deployment Models
          1. Single-Site Deployment
          2. Multisite Deployment with Centralized Call Processing
          3. Multisite Deployment with Distributed Call Processing
          4. Clustering over the IP WAN
        4. Summary
        5. Review Questions
      3. 3. Cisco Unified CallManager Installation and Upgrades
        1. Cisco Unified CallManager 4.x Clean Installation Process
          1. Installation Disks
          2. Installation Configuration Data
          3. Sample Configuration Data Worksheet
          4. Postinstallation Procedures
          5. Activating Cisco Unified CallManager Services
        2. Upgrading Prior Cisco Unified CallManager Versions
        3. Summary
        4. Review Questions
    10. II. IPT Devices and Users
      1. 4. Cisco IP Phones and Other User Devices
        1. Cisco IP Phones
          1. Entry-Level Cisco IP Phones
          2. Midrange and Upper-End Cisco IP Phones
          3. Additional Cisco IP Telephony Endpoints
        2. IP Phone Startup Process
        3. Cisco IP Phone Codec Support
        4. Summary
        5. Review Questions
      2. 5. Configuring Cisco Unified CallManager to Support IP Phones
        1. Configuring Intracluster IP Phone Communication
          1. Removing DNS Reliance
          2. Configuring Device Pools
            1. Cisco Unified CallManager Group Configuration
            2. Date/Time Group Configuration
            3. Region Configuration
            4. Softkey Template Configuration
            5. IP Phone Button Templates
            6. Putting It All Together
        2. IP Phone Configuration
          1. Manual IP Phone and Directory Number Configuration
          2. Automatic IP Phone Registration
        3. Case Study: Device Pool Design
        4. Summary
        5. Review Questions
      3. 6. Cisco IP Telephony Users
        1. Cisco CallManager User Database
        2. Cisco CallManager User Configuration
          1. Adding a User
          2. Configuring Device Pools
        3. User Logon and Device Configuration
          1. CallManager User Options: Log On
          2. CallManager User Options: Welcome
          3. CallManager User Options: Call Forwarding
          4. CallManager User Options: Speed Dials
          5. CallManager User Options: IP Phone Services
          6. CallManager User Options: Personal Address Book and Fast Dial
          7. CallManager User Options: Message Waiting Lamp Policy
          8. CallManager User Options: Locale Settings
        4. Summary
        5. Review Questions
      4. 7. Cisco Bulk Administration Tool
        1. The Cisco Bulk Administration Tool
          1. BAT Components
          2. BAT Installation
          3. Adding Cisco IP Phones Using BAT
            1. Using BAT Wizard Step 1: Choosing Devices
            2. Using BAT Wizard Step 2: Device Specifics
            3. Using BAT Wizard Step 3: Proceed with Task
            4. Adding Phones Step 1: Configuring BAT Templates
            5. Adding Phones Step 2: Creating CSV Files
            6. Adding Phones Step 3: Validating Phones
            7. Adding Phones Step 4: Inserting Phones
          4. Updating IP Phones Using BAT
        2. Using the Tool for Auto-Registered Phone Support
        3. Summary
        4. Review Questions
    11. III. IPT Network Integration and Route Plan
      1. 8. Cisco Catalyst Switches
        1. Catalyst Switch Role in IP Telephony
        2. Powering the Cisco IP Phone
          1. Two Types of PoE Delivery
          2. PoE Device Detection
          3. Catalyst Family of PoE Switches
          4. Configuring PoE
          5. Verifying PoE
        3. Data and Voice VLANs
          1. Configuring and Verifying Dual VLANs Using the CatOS
          2. Configuring and Verifying Dual VLANs Using the NativeOS
        4. Configuring Class of Service
        5. Summary
        6. Review Questions
      2. 9. Configuring Cisco Gateways and Trunks
        1. Cisco Gateway Concepts
          1. Analog and Digital Gateways
          2. Core Gateway Requirements
          3. Gateway Communication Overview
        2. Configuring Access Gateways
          1. H.323 Gateway Configuration
            1. Call Classification
          2. MGCP Gateway Configuration
          3. Non-IOS MGCP Gateway Configuration
        3. Cisco Trunk Concepts
        4. Configuring Intercluster Trunks
        5. SIP and Cisco CallManager
          1. SIP Components
          2. CallManager SIP Integration and Configuration
        6. Summary
        7. Review Questions
      3. 10. Cisco Unified CallManager Route Plan Basics
        1. External Call Routing
        2. Route Plan Configuration Process
          1. Route Group Overview and Configuration
          2. Route List Overview and Configuration
          3. Route Pattern Concepts and Configuration
            1. Route Pattern: Commonly Used Wildcards
            2. Route Pattern Examples
          4. Digit Analysis
            1. Digit Collection
            2. Closest Match Routing
            3. Interdigit Timeout
          5. Simple Route Plan Example
        3. Summary
        4. Review Questions
      4. 11. Cisco Unified CallManager Advanced Route Plans
        1. Route Filters
          1. Route Filter Tags
          2. Configuring Route Filters
          3. Applying Route Filters
          4. Practical Route Filter Example
        2. Discard Digit Instructions
        3. Transformation Masks
          1. Calling-Party Transformations
          2. Called-Party Transformations
          3. Configuring Calling- and Called-Party Transformation Masks
          4. Transformation Example
        4. Translation Patterns
          1. Translation Pattern Configuration
          2. Practical Use of a Translation Pattern
        5. Route Plan Report
        6. Summary
        7. Review Questions
      5. 12. Configuring Hunt Groups and Call Coverage
        1. Call Distribution Components
          1. Line Groups
            1. Call-Distribution Algorithms
            2. Hunt Options
            3. Call Distribution Scenarios: Top-Down Example
          2. Hunting and Forwarding
        2. Configuring Line Groups, Hunt Lists, and Hunt Pilots
          1. Configuring Line Groups
          2. Configuring Hunt Lists
          3. Configuring Hunt Pilots
        3. Summary
        4. Review Questions
      6. 13. Implementing Telephony Call Restrictions and Control
        1. Class of Service Overview
        2. Partitions and Calling Search Spaces Overview
          1. Calling Search Spaces Applied to Gateways and Intercluster Trunks
          2. Partition Configuration
          3. Calling Search Space Configuration
        3. Time-of-Day Routing Overview
          1. Time Periods
          2. Time Schedule
          3. Time-of-Day Routing Effect on Users
        4. Configuring Time-of-Day Routing
          1. Configuring Time Periods
          2. Configuring Time Schedules
          3. Applying Time Schedules
        5. Time-of-Day Routing Usage Scenario
        6. Summary
        7. Review Questions
      7. 14. Implementing Multiple-Site Deployments
        1. Call Admission Control
          1. Locations-Based Call Admission Control
            1. Configuring Location-Based Call Admission Control
            2. AAR Overview
            3. Configuring AAR
              1. Enabling AAR in the CallManager Cluster
              2. AAR Group Configuration
              3. Configuring Endpoints for AAR
          2. Gatekeeper-Based Call Admission Control
            1. Gatekeeper Communication
            2. Gatekeeper-Based Call Admission Control Configuration
        2. Survivable Remote Site Telephony
          1. SRST Router Configuration
          2. SRST Reference Configuration
        3. Summary
        4. Review Questions
    12. IV. VoIP Features
      1. 15. Media Resources
        1. Introduction to Media Resources
        2. Conference Bridge Resources
          1. Conference Bridge Hardware
          2. Conference Bridge Hardware CallManager Configuration
        3. Media Termination Point Resources
          1. MTP Configuration
        4. Annunciator Resources
          1. Annunciator Configuration
        5. Transcoder Resources
          1. Transcoder Configuration
        6. Music on Hold Resources
          1. Creating Audio Source Files
          2. Configuring MoH
            1. Step 1: Configure the Audio Translator
            2. Step 2: Configure the MoH Server
            3. Step 3: Add and Configure Audio Source Files
            4. Step 4: Set MoH Servicewide Settings
            5. Step 5: Find and Configure the Fixed Audio Source
            6. Step 6: Assigning Audio Source IDs
        7. Media Resource Management
          1. Media Resource Design
          2. Media Resource Groups
          3. Media Resource Group Configuration
          4. Media Resource Group List Configuration
          5. Assigning Media Resource Group Lists
          6. MRGL Design Strategy: Grouping Resources by Type
          7. MRGL Design Strategy: Grouping Resources by Location
        8. Summary
        9. Review Questions
      2. 16. Configuring User Features, Part 1
        1. Basic IP Phone Features
          1. Speed Dial and Abbreviated Dial Configuration
          2. Auto Answer Configuration
          3. Call Forward and Configurable Call Forward Display Configuration
        2. Softkey Templates
          1. Adding Softkey Templates
          2. Modifying Softkey Availability and Positioning
          3. Assigning Softkey Templates to Devices
          4. Deleting Softkey Templates
        3. Enhanced IP Phone Features
          1. Multiple Calls per Line Appearance
          2. Direct Transfer
          3. Call Join
          4. Immediate Divert to Voice Mail
          5. Call Park
          6. Call Pickup and Group Call Pickup
            1. Other Group Call Pickup
            2. Call Pickup Configuration
            3. AutoCall Pickup
          7. Cisco Call Back
        4. Barge and Privacy
          1. Configuring Barge
          2. Configuring Privacy
        5. IP Phone Services
          1. Configuring IP Phone Services
          2. Services Phone Display Examples
        6. Summary
        7. Review Questions
      3. 17. Configuring User Features, Part 2
        1. Cisco CallManager Extension Mobility
          1. Extension Mobility Example
          2. Configuring Extension Mobility
            1. Cisco CallManager Extension Mobility Service Parameters
            2. Configuring a Default Device Profile
            3. Configuring User Device Profiles
            4. Associating Users with Device Profiles
            5. Creating the Extension Mobility Service
            6. Updating Cisco IP Phones to Add Extension Mobility Support
        2. Client Matter Codes and Forced Authentication Codes
          1. FAC Concepts
          2. CMC Concepts
          3. FAC and CMC Configuration
            1. Creating CMC Codes
            2. Creating FAC Codes
            3. Enabling Route Patterns for FAC and CMC
        3. Call Display Restrictions
          1. Understanding Calling Line ID Presentation
          2. Understanding Connected Line ID Presentation
          3. Understanding Ignore Presentation Indicators
          4. Configuring Caller ID Restrictions
        4. Malicious Call Identification
          1. Configuring MCID
            1. Configuring CallManager to Support CDRs
            2. Configuring MCID Alarms
            3. Adding the MCID Softkey
        5. Multilevel Precedence and Preemption
        6. Summary
        7. Review Questions
      4. 18. Configuring Cisco Unified CallManager Attendant Console
        1. Introduction to Cisco CallManager Attendant Console
          1. Terms and Definitions
          2. The Telephony Call Dispatcher and Attendant Console Directory
            1. Cisco Telephony Call Dispatcher
            2. Cisco CallManager Attendant Console Directory
          3. Pilot Points and Hunt Groups
        2. Call Routing and Call Queuing
          1. Call Routing
          2. Call Queuing
        3. Server and Administration Configuration
          1. Adding Attendant Console Users
          2. Adding the “ac” User
          3. Pilot Point Configuration
          4. Hunt Group Configuration
          5. Activating Cisco TCD and CTIManager Services
          6. Using the Attendant Console Configuration Tool
          7. Installing and Configuring the Attendant Console Client
        4. Cisco Attendant Console Features
          1. Attendant Console GUI: Call Control
          2. Attendant Console GUI: Custom Speed Dials
          3. Attendant Console GUI: Directory Lookup
          4. Attendant Console GUI: Parked Calls
          5. Attendant Console GUI: Broadcast Calls
        5. Summary
        6. Review Questions
      5. 19. Configuring Cisco IP Manager Assistant
        1. Cisco IP Manager Assistant Overview
          1. Cisco IPMA with Proxy-Line Support
          2. Cisco IPMA with Shared-Line Support
        2. Cisco IP Manager Assistant Architecture
        3. Configuring Cisco IPMA for Shared-Line Support
          1. IPMA Step 1: Activating the Cisco IPMA Service
          2. IPMA Step 2: Configuring Service Parameters
          3. IPMA Step 3: Restarting the Cisco IPMA Service
          4. IPMA Step 4: Configuring Managers and Assistants
          5. IPMA Step 5: Configuring Call Divert Target
          6. IPMA Step 6: Installing the IPMA Assistant Console
        4. Summary
        5. Review Questions
    13. V. IPT Security
      1. 20. Securing the Windows Operating System
        1. Threats Targeting the Operating System
          1. Lowering the Threats in Windows Operating System
        2. Security and Hot Fix Policy
        3. Operating System Hardening
          1. IP Telephony Operating System Security Scripts
          2. File-Sharing Considerations
        4. Antivirus Protection
        5. Cisco Security Agent
          1. Cisco Security Headless Agent
          2. Cisco Security Managed Agent
          3. CSA Supported Applications
          4. CSA Protection
          5. CSA Guidelines
        6. Administrator Password Policy
          1. Account and Password Considerations
        7. Common Windows Exploits
        8. Security Taboos
        9. Summary
        10. Review Questions
      2. 21. Securing Cisco Unified CallManager Administration
        1. Threats Targeting Remote Administration
        2. Securing CallManager Communications Using HTTPS
          1. HTTPS Certificates
          2. Accessing CallManager When Using Self-Signed Certificates
        3. Multilevel Administration
          1. Enabling MLA
          2. MLA Functional Groups
          3. MLA User Groups
          4. Assigning MLA Access Privileges
          5. Creating New MLA Functional and User Groups
        4. Summary
        5. Review Questions
      3. 22. Preventing Toll Fraud
        1. Toll Fraud Exploits
        2. Preventing Call Forward and Voice-Mail Toll Fraud Using Calling Search Spaces
        3. Blocking Commonly Exploited Area Codes
        4. Using Time-of-Day Routing
        5. Using FAC and CMC
        6. Restricting External Transfers
          1. Defining OnNet and OffNet
          2. Configuring Call Transfer Restrictions
          3. Call Transfer Restriction Example
        7. Dropping Conference Calls
        8. Summary
        9. Review Questions
      4. 23. Hardening the IP Phone
        1. Threats Targeting Endpoints
        2. Blocking Endpoint Attacks
          1. Stopping Rogue Images from Entering IP Phones
          2. Disabling Phone Settings in Cisco CallManager Administration
            1. Disabling PC Port and Settings Access
            2. Disabling IP Phone Web Access
            3. Ignoring Gratuitous ARP
            4. Disabling Voice VLAN Access
            5. Enabling IP Phone Encryption and Authentication
        3. Summary
        4. Review Questions
      5. 24. Understanding Cryptographic Fundamentals
        1. What Is Cryptography?
          1. Authentication and Encryption
        2. Symmetric Encryption
          1. Symmetric Encryption Example: AES
        3. Asymmetric Encryption
          1. Symmetric Encryption Example: RSA
        4. Hash Functions
        5. Digital Signatures
          1. Digital Signatures and RSA
        6. Summary
        7. Review Questions
      6. 25. Understanding the Public Key Infrastructure
        1. The Need for a PKI
          1. Key Exchange in Symmetric Cryptography
          2. Key Exchange Protected by Asymmetric Encryption
          3. The Pitfall of Asymmetric Key Exchange
        2. PKI as a Trusted Third-Party Protocol
        3. PKI Entities
          1. X.509v3 Certificates
          2. Self-Signed Certificates
        4. PKI Enrollment
          1. Man-in-the-Middle PKI Enrollment Attack
          2. Secure PKI Enrollment
        5. PKI Revocation and Key Storage
          1. PKI Revocation Methods
          2. Key Storage
          3. Smart Cards and Smart Tokens
        6. PKI Example
          1. PKI and SSL/TLS
          2. Web Server Certificate Exchange
        7. Summary
        8. Review Questions
      7. 26. Understanding Cisco IP Telephony Authentication and Encryption Fundamentals
        1. Threats Targeting the IP Telephony System
        2. How CallManager Protects Against Threats
          1. Secure Signaling and Media Transfer
          2. Authentication of Phone Images
          3. Authentication of Phone Configuration Files
        3. PKI Topologies in Cisco IP Telephony
          1. Self-Signed Certificates PKI Topology
          2. Manufacturing Installed Certificates PKI Topology
          3. Locally Significant Certificates PKI Topology
          4. Independent, Separated PKI Topology
          5. CTL Client
            1. CTL Client Application
            2. CTL Verification on the IP Phone
            3. Initial Deployment Issue
        4. PKI Enrollment in Cisco IP Telephony
          1. CAPF Acting as a CA
          2. CAPF Acting as a Proxy to an External CA
        5. Keys and Certificate Storage in Cisco IP Telephony
        6. Authentication and Integrity
          1. Certificate Exchange in TLS
          2. Server-to-Phone Authentication
          3. Phone-to-Server Authentication
          4. TLS SHA-1 Session Key Exchange
        7. Encryption
          1. TLS AES Encryption
          2. SRTP Media Encryption
          3. SRTP Packet Format
          4. Secure Call Flow Summary
        8. Summary
        9. Review Questions
      8. 27. Configuring Cisco IP Telephony Authentication and Encryption
        1. Authentication and Encryption Configuration Overview
        2. Enabling Services Required for Security
        3. Using the CTL Client
          1. Installing the CTL Client
        4. Working with Locally Significant Certificates
          1. Issuing a Phone Certificate Using an Authentication String
          2. Issuing a Phone Certificate Using the CAPF
        5. Configuring the Device Security Mode
        6. Negotiating Device Security Mode
        7. Generating a CAPF Report
        8. Summary
        9. Review Questions
    14. VI. IP Video
      1. 28. Introducing IP Video Telephony
        1. IP Video Telephony Solution Components
        2. Video Call Concepts
          1. Cisco CallManager Involvement in Video Calls
          2. Video Call Flow
          3. Video Codecs Supported by Cisco CallManager
        3. Video Protocols Supported in Cisco CallManager
          1. SCCP Video Call Characteristics
          2. H.323 Video Call Characteristics
          3. SCCP and H.323 in Cisco CallManager
        4. Bandwidth Management
          1. Video Call Bandwidth Requirement
          2. Calculating the Total Bandwidth
            1. Actual Bandwidth Used Per Video Call
          3. Call Admission Control in Cisco CallManager
        5. Call Admission Control Within a Cluster
          1. Region Configuration
          2. Location Configuration
          3. Call Admission Control Example
          4. Retry Video Call as Audio
        6. Call Admission Control Between Clusters
          1. Gatekeeper Call Admission Control Options
          2. Gatekeeper Call Admission Control Example
        7. Summary
        8. Review Questions
      2. 29. Configuring Cisco VT Advantage
        1. Cisco VT Advantage Overview
          1. Cisco VT Advantage Components
          2. Cisco VT Advantage Supported Standards
          3. Protocols Used by Cisco VT Advantage
        2. How Calls Work with Cisco VT Advantage
          1. Cisco VT Advantage Video Modes
        3. Configuring Cisco CallManager for Video
          1. Call-Routing Considerations
          2. VT Advantage Deployment Tool
        4. Configuring Cisco IP Phones for Cisco VT Advantage
          1. Verifying Phone Loads
          2. Configuring IP Phones to Support Video
          3. Verification of Phone Configuration
        5. Installing Cisco VT Advantage on a Client
          1. Cisco VT Advantage Hardware and Software Requirements
          2. Cisco VT Advantage Installation Preparation Checklist
          3. Installing Cisco VT Advantage
          4. Cisco VT Advantage Installation Verification
        6. Summary
        7. Review Questions
    15. VII. IPT Management
      1. 30. Introducing Database Tools and Cisco Unified CallManager Serviceability
        1. Database Management Tools
          1. Database Management Tools Overview
          2. Microsoft SQL Server 2000 Enterprise Manager
          3. DBLHelper
        2. Cisco CallManager Serviceability Overview
          1. Serviceability Components
            1. Alarm
            2. Trace
            3. Tools
            4. Application
            5. Help
          2. Control Center
          3. Service Activation
        3. Tools Overview
        4. Summary
        5. Review Questions
      2. 31. Monitoring Performance
        1. Performance Counters
          1. Performance Analysis
        2. Microsoft Event Viewer
        3. Microsoft Performance Monitor
          1. Microsoft Performance Monitor Report View
          2. Microsoft Performance Monitor Graph and Histogram View
          3. Microsoft Windows Task Manager
        4. Real-Time Monitoring Tool Overview
          1. Real-Time Monitoring Tool Configuration Profiles
          2. Using the Real-Time Monitoring Tool Effectively
            1. Viewing Call Activity
            2. Using Device Search
            3. Visiting Alert Central
        5. Summary
        6. Review Questions
      3. 32. Configuring Alarms and Traces
        1. Alarm Overview
        2. Alarm Configuration
          1. Configuring Alarms
          2. Configuring Alarms for Java Applications
          3. Alarm Details
        3. Trace Configuration
          1. Types of Traces
          2. Trace Configuration and Analysis Overview
          3. Trace Configuration
          4. Enabling Clusterwide Trace Settings
        4. Trace Analysis
        5. Trace Collection
          1. The Trace Collection Tool
        6. Bulk Trace Analysis
          1. Bulk Trace Analysis Features
          2. Using Bulk Trace Analysis
        7. Additional Trace Tools
        8. Summary
        9. Review Questions
      4. 33. Configuring CAR
        1. CAR Overview
          1. CDRs and CMRs
          2. CAR Users
          3. CAR Report Types and User Levels
        2. CAR Configuration
          1. Initial Configuration
          2. CAR System Parameter Menu Configuration
          3. Administration Rights and Mail Parameters
          4. Dial Plan Configuration
          5. Gateway and System Preferences
        3. Report Scheduling
          1. Managing the CDR Load
          2. Configuring the Schedulers
        4. System Database Configuration
          1. CDR and CAR Database Alerts
          2. Database Purges
        5. User Report Configuration
          1. Viewing the Report
          2. Sending the Report
        6. Summary
        7. Review Questions
      5. 34. Using Additional Management and Monitoring Tools
        1. Remote Management Tools
          1. CiscoWorks ITEM Overview
          2. Simple Network Management Protocol
            1. SNMP Basics
            2. SNMP Configuration on Cisco CallManager
          3. Syslog Overview
            1. Syslog Configuration in Cisco CallManager
        2. Dependency Records
          1. Enabling Dependency Records
          2. Accessing Dependency Records
        3. Password Changer Tool
          1. Using the Password Changer Tool
        4. Cisco Dialed Number Analyzer
          1. Installing Cisco Dialed Number Analyzer
          2. Using the Cisco Dialed Number Analyzer
        5. Quality Report Tool
          1. Activating the QRT Softkey
          2. Viewing QRT Logs
        6. Summary
        7. Review Questions
    16. VIII. Appendix
      1. A. Answers to Review Questions
        1. Chapter 1
        2. Chapter 2
        3. Chapter 3
        4. Chapter 4
        5. Chapter 5
        6. Chapter 6
        7. Chapter 7
        8. Chapter 8
        9. Chapter 9
        10. Chapter 10
        11. Chapter 11
        12. Chapter 12
        13. Chapter 13
        14. Chapter 14
        15. Chapter 15
        16. Chapter 16
        17. Chapter 17
        18. Chapter 18
        19. Chapter 19
        20. Chapter 20
        21. Chapter 21
        22. Chapter 22
        23. Chapter 23
        24. Chapter 24
        25. Chapter 25
        26. Chapter 26
        27. Chapter 27
        28. Chapter 28
        29. Chapter 29
        30. Chapter 30
        31. Chapter 31
        32. Chapter 32
        33. Chapter 33
        34. Chapter 34