Welcome to ONLC Training Centers

UCA v12.5 - Unity Connection Administration

Need a price quote?

Follow the link to our self-service price quote form to generate an email with a price quote.

Need a class for a group?

We can deliver this class for your group. Follow the link to request more information.

Email Alert

Receive an email when this class is available as "Ready to Run" or "Early Notice" status.

Train from your home or office

If you have high-speed internet and a computer you can likely take this class from your home or office.

UCA v12.5 - Unity Connection Administration Course Outline

Unity Connection Administration (UCA) v11.0 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 11.0 system.

While the Cisco Unity Connection software used in the class will be version 11.0.1, the course material is applicable to versions 8.x, 9.x, 10.x or 11.x. The concepts and the lab tasks are the same for most of the Cisco Unity Connection software versions.

If CMA v11.0 is offered the same week as UCA v11.0, at the same location, you can attend the CMA & UCA for $3995.00, giving you a $995.00 discount off the regular pricing for the individual classes.

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

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:
IT support personnel
Helpdesk support staff

The secondary audience for this course is as follows:
Introduction to Cisco Unity Connection for Network Engineering Staff Personnel

Course Outline

Introduction to Unity Connection 11.x

An Overview of Cisco Unity Connection
Understanding Cisco Unity Connection?
Cisco Unity Connection Integration
Active-Active, High-Availability Deployment
Digital Networking Deployment Model
Overview of Incoming Call Flows
Cisco Unity Connection Incoming Call Flow
Retrieving Messages

What’s New in 11.0?
New Features for 11.0
Missed Call Notification
Video Greetings for Call Handlers
System Restore Tool
Subject Line Customization

Navigating Cisco Unity Connection
Accessing Cisco Unity Connection
Logging into Cisco Unity Connection
Serviceability and Connection Serviceability
Cisco Unity Connection Administration
General Configuration
Cisco Prime License Manager

Connection Users and Contacts

Defining and Configuring Users & Contacts
Defining Users
Defining and Creating Users
Preparing to Configure Users
Configuring Authentication Rules
Configuring Class of Service
Configuring Schedules and Holidays
Configuring User Templates
Reviewing User Features
Configuring Users
Defining 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
How the System Handles Calls
Describing Call Routing – Direct or Forwarded
Describing Call Routing - Direct
Describing Call Routing – Forwarded
Describing Call Handlers
Default Call Handlers
Default Call Handler Flow
Call Handler Configuration
Describing Directory Handlers
Configuring Directory Handlers
Describing Interview Handlers
Configuring Interview Handlers
Implementing Call Routing
Implementing Call Routing - Direct
Implementing Call Routing – Forwarded
Reviewing Incoming Call Handling Components

Unity Connection Features

Understanding the Dial Plan
Dial Plan Components
Dial Plan Configuration
Step 1 – Adding Partitions
Step 2 – Create Search Spaces and Assign Partitions
Step 3 – Assign users to Partitions and Search Spaces​

Understanding Unified Messaging
Integrated vs. Unified Messaging
Configuring Messaging for IMAP/Single Inbox
Implementing ViewMail for Outlook
Configuring Integrated Messaging for IMAP
Configuring Unified Messaging for Single Inbox​

Accessing Voice Messaging and User Features
Accessing Voice Messaging
Phone View
Visual Voicemail
Personal Communications Assistant​

Managing Distribution Lists
Distribution Lists – System Distribution Lists
Distribution Lists – Private Distribution Lists​

Creating an Audiotext Application
Audiotext Application Design
The Audiotext Application
Audiotext Application Configuration
Greetings Administrator
Greetings Administrator Configuration

Unity Connection Tools, Reports and Disaster Recovery

Using Cisco Unity Connection Tools and Reports
Using the Bulk Edit Feature
Using Task Management
Cisco Unity Connection Reports​

Using the Disaster Recovery System
Disaster Recovery Tool
Configuring Backups
Performing Restore Operations

Lab Outline

Lab 1: Testing connectivity

Lab 2-1: Preparing to Configure Users and Contacts
Lab 2-2: Managing Users and Contacts
Lab 2-3: Managing Multiple Users
Lab 2-4: Understanding User Features

Lab 3: Verifying and Configuring Call Handlers

Lab 4-1: Implementing the Dial Plan
Lab 4-2: Implementing Messaging and User Features
Lab 4-3: Managing Distribution Lists
Lab 4-4: Creating an Audiotext Application

Lab 5: Using Cisco Unity Connection Tools and Reports
View outline in Word


Attend hands-on, instructor-led UCA v12.5 - Unity Connection Administration training classes at ONLC's more than 300 locations. Not near one of our locations? Attend these same live classes from your home/office PC via our Remote Classroom Instruction (RCI) technology.

For additional training options, check out our list of Cisco Courses and select the one that's right for you.


Class Format
Class Policies
Student Reviews

First Name

Last Name