Cisco® Unity Connection Administration v11.0 (UCA)



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.

Audience Profile

The primary audience for this course is as follows:

  • Administrator IT support personnel
  • Helpdesk support staff

Prerequisite(s) Recommended

There are no prerequisites for this course.

Learning Objectives

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

Course Outline

Course Outline

Module 1: 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
• What’s 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
Lab: Verifying Connectivity and Call Flow
Lab: Verifying and Configuring Call Handlers
Lab: Working with Users and Extensions in Voice Mail

Module 2: 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
• OS Admin
• Single Sign-On
Lab: Preparing to Configure Users and Contacts
Lab: Managing Users and Contacts
Lab: Managing Multiple Users

Module 3: Connection Users & 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 Uses Using AXL
• Importing Users Using LDAP
• Importing Users Using Bulk Administration Tool
• Reviewing Users
Lab: Implementing the Dial Plan
Lab: Understanding User Features
Lab: Implementing Messaging and User Features

Module 4: Understanding Call Handlers & 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
Lab: Implementing an Audiotext Application
Lab: Using Cisco Unity Connection Tools and Reports

Module 5: 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
No Labs for this Module

Module 6: Connection Tools & 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
No Labs for this Module

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Course Code


Course Duration


Instructions Method

Instructor Led