CCNA – Collaboration or Cisco Certified Network Associate Collaboration is an associate level certification offered by Cisco Systems and it certifies the skills and ability of a network engineer in administrating voice communication within a given network infrastructure. A CCNA certified professional is considered to be proficient in various Voice over Internet Protocol (VoIP) technologies like IP telephony, IP PBX, call control, voicemail, handset related solutions and is regarded as an expert in skills like managing Cisco Call Manager, Cisco Call Manager Express, Cisco Unity Express (CMU) and Cisco Unified Communications Manager 8.0 (CUCM 8.0). This certification is ideal and suitable for individual who are or aspire to be voice engineer, voice manager and voice technologies administrator and is considered to be active or valid for a period up to 3 years.

1. Describe the Characteristics of a Cisco Unified Communications Solution
   Describe the Cisco Unified Communications components and their functions
   Describe call signaling and media flows
   Describe quality implications of a VoIP network
   
2. Provision End Users and Associated Devices
   Describe user creation options for Cisco Unified Communications Manager and Cisco Unified Communications Manager Express Create or modify user accounts for Cisco Unified Communications Manager.
   Create or modify user accounts for Cisco Unified Communications Manager Express using the GUI.
   Create or modify endpoints for Cisco Unified Communications Manager.
   Create or modify endpoints for Cisco Unified Communications Manager Express using the GUI.
   Describe how calling privileges function and how calling privileges impact system features.
   Create or modify directory numbers.
   Enable user features and related calling privileges for extension mobility, call coverage, intercom, native presence, and unified mobility remote destination configuration.
   Enable end users for Cisco Unified IM and Presence.
   Verify user features are operational.
   
3. Configure Voice Messaging and Presence
   Describe user creation options for voice messaging
   Create or modify user accounts for Cisco Unity Connection
   Describe Cisco Unified IM and Presence
   Configure Cisco Unified IM and Presence
   
4. Maintain Cisco Unified Communications System
   Generate CDR and CMR reports
   Generate capacity reports
   Generate usage reports
   Generate RTMT reports to monitor system activities
   Monitor voicemail usage
   Remove unassigned directory numbers
   Perform manual system backup
   
5. Provide End User Support
   Verify PSTN connectivity
   Define fault domains using information gathered from end user
   Troubleshoot endpoint issues
   Identify voicemail issues and resolve issues related to user mailboxes
   Describe causes and symptoms of call quality issues
   Reset single devices
   Describe how to use phone applications