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This course equips network professionals with the knowledge & skills required to troubleshoot Unified Communications systems/solutions in enterprise, mid-market & commercial deployments. Learn troubleshooting methodology, triage, resources, tools...

Course Outline
This course equips network professionals with the knowledge and skills required to troubleshoot Unified Communications systems/solutions in enterprise, mid-market, and commercial deployments. Learn troubleshooting methodology, triage, resources, tools, and fixes at the integrated system/solution level, as well as for components such as Cisco Unified Communications Manager, Cisco Unity, videoconferencing, and network infrastructure.

Why Global Knowledge? We offer a unique, real-world TUC lab environment that teaches you how to troubleshoot a sophisticated IP telephony network based on best practice recommendations for a real deployment. We have set ourselves apart from other Cisco training providers by enhancing our TUC hands-on labs to include a real dial plan, the latest recommendations for Class of Service (CoS) for calling
out to the PSTN, branch offices, and PBXs, and fault-tolerant gatekeeper deployments. No other training company offers a unique, real-world lab solution like ours.

Our voice network labs use the latest hardware and software.
• Troubleshoot Cisco's new ISR routers: 2811s are used throughout the network
• Gain experience with recent stable IOS release: 12.4.24T
• Configure Cisco Unified Communications Manager 7
• Explore router DSP configuration: PVDM2-64 cards in every 2811 router
• Every router has 2xFXS, 2xFXO, and 2xT1 ports (PRI and T1-CAS) as well as serial ports for WAN connectivity
• All of the latest tools are deployed on the laptops for analyzing traces
• All laptops have sniffers installed

All of our IP telephony courses provide a simulated PSTN.
• Deploy Cisco Unified Communications Manager 7
• Every pod has internal and external phones
• Build and test a real dial plan including:
? 911
? 3-digit service codes: 411, 511, etc.
? 7-digit local numbers: 681-1901
? 10-digit local numbers: 416-681-1901
? 11-digit long distance numbers: 1-733-802-1901
? International numbers: 011441902
? European branch location (Frankfurt)
? Overlapping extensions at Branch A and Branch B

And just like in a real network:
• The same simulated PSTN is accessible through both PRI and FXO ports as well as SIP trunks
• The same simulated PSTN is accessible to all clusters providing failover scenarios for bandwidth and connectivity problems

You will troubleshoot a network with the following features:
• IP phones preconfigured
• A full dial plan including Class of Service with blocking on lines:
? Headquarters location with PRI, FXO, and SIP trunk connectivity to PSTN
? Branch A and Branch B locations with overlapping extensions
? Frankfurt location with European dial plan
? Local route groups are deployed
? Global transformation patterns are used in some cases for digit manipulation
• Locations and regions
• Device pools
• Device mobility, extension mobility, and unified mobility mobile voice access
• Media resources, resource groups, and resource group lists
• SRST, COR, and media resources deployed on routers
• SIP, H.323, MGCP, and gatekeeper included

What You'll Learn • A systematic methodology to troubleshoot Cisco Unified Communications systems by using knowledge of tools and reports that help isolate Cisco Unified Communications system problems
• When given a trouble call that has been categorized as a Cisco Unified Communications Manager-related issue, isolate the specific problem, propose a solution, and, where appropriate, implement the solution
• Diagnose and resolve a call setup issue
• Troubleshoot the quality of both voice and video streams
• Given a trouble call that has been isolated to a Cisco Unified Communications system component application, isolate the specific problem, propose a solution, and, where appropriate, implement the

Course Outline 1. Methodology and Tools for Troubleshooting Cisco Unified Communications Systems
• Introducing Cisco Unified Communications Systems Troubleshooting
? Cisco Unified Communications Systems
? Network Infrastructure
? Cisco Unified Communications Manager (CUCM)
? Cisco Unity
? Voice Clients
• Troubleshooting Methodology in Cisco Unified Communications Systems
? Overview
? Preparing Your Network for Troubleshooting and Recovery
? Systematic Troubleshooting Methods
? Define the Problem
? Gather Facts
? Consider Possibilities
? Create Action Plan
? Implement Action Plan
? Observe Results
? Restart the Problem-Solving Process
? Document Results
• Gathering Information for Troubleshooting
? Overview of CUCM Troubleshooting
? CUCM Serviceability
? Alarms
? Configuring Trace
? Dialed Number Analyzer
? Controlling Services
? CUCM Real-Time Monitoring Tool
? Performance Monitor and Data Logging
? Alerts
? Trace and Log Central
? Trace Output
? Syslog Viewer
? Command-Line Interface
? Sniffer Traces

2. Troubleshoot CUCM-Related Issues
• Troubleshooting Common Endpoint Registration Issues
? Overview of Endpoint Registration Troubleshooting
? Cisco IP Phone Initialization
? Troubleshooting Endpoints with Ping
? Troubleshooting Device Issues
? Troubleshooting CUCM Issues
? Troubleshooting SIP Endpoints
• Troubleshooting CUCM Availability Issues
? CUCM System Stops Responding
? CUCM Administration Does Not Display
? Slow Web Server Response
• Troubleshooting CUCM Security Issues
? Overview of Securing IP Voice Communication
? Overview of Troubleshooting Security on Endpoints
? Troubleshooting Issues with the CAPF Service
? Troubleshooting Authentication String Errors
? Troubleshooting LSC Validation
? Troubleshooting CTL Security Tokens
• Troubleshooting Database Replication Issues
? Overview of Database Replication Issues
? Diagnosing Database Replication Issues with CUCM and 5.x
? Resolving Database Replication Issues with CUCM 5.x
? Re-Creating the Subscription of CUCM and 5.x
• Troubleshooting LDAP Replication Issues
? Overview of LDAP Synchronization with CUCM
? Synchronization Issues with the DC-Directory Service of CUCM
? Reinitializing LDAP Replication
? Resolving Directory Synchronization Issues in CUCM
? Troubleshooting CUCM Integrated with Microsoft Active Directory
? Overview of Directory Synchronization with CUCM 5.x
? Resolving Informix Database Synchronization Issues in CUCM 5.x
? Resolving Synchronization Issues in CUCM 5.x Using Active Directory
• Troubleshooting Common Gateway Registration Issues
? Overview of Gateway Registration Issues
? Overview of MGCP Gateway Communications
? Verifying Gateway Status and Configuration
? Viewing Event Log Messages
? Troubleshooting Commands for Cisco Gateways
? Cisco IOS MGCP Gateway Troubleshooting
? H.323 and SIP Gateway Communications

3. Troubleshoot Call Setup Issues
• Introducing Call Setup Issues and Causes
? Overview of Call Setup Issues
? Single-Site Call Setup Failure
? Intercluster and Intracluster Call Setup Failure
• Troubleshooting On-Premises Single-Site Calling Issues
? Understanding Digit Collection in CUCM
? On-Premises Call Setup Failure
? Partitions
? Calling Search Spac
? Troubleshooting Single-Site Call Setup Failure
? One-Way Calling
? Call-Forwarding Issues
? Forwarding to Voice Mail Issues
• Troubleshooting Offsite Call Issues
? Overview of Common Offsite Calling Issues
? Gateway Troubleshooting Checklist
? Digit Collection and Analysis
? Issues with DDI
? Dial Plan Issues
? Troubleshooting Common Voice Issues
• Troubleshooting Intercluster Dial Plan Issues
? Overview of Multiple-Site Dial Plan Issues
? Overlapping Dial Plan
? Call Setup to Another Cluster
? Immediate Remote Call Drops
• Troubleshooting Gatekeepers in a Cisco Unified Communications System
? Gatekeeper Overview
? Review of RAS Messages
? Gatekeeper show and debug Commands
? Discovery and Registration Issues
? Gatekeeper Call Admission Issues
? Gatekeeper Clustering and Alternate Gatekeeper Issues

4. Troubleshoot Voice and Video Quality Issues
• Defining Common Voice and Video Quality Issues
? Quality Issues in Cisco Unified Communications Systems
? Lack of Bandwidth
? End-to-End Delay
? Jitter
? Packet Loss
? QoS Requirements
? LAN QoS Considerations
• Troubleshooting VoIP Quality Problems
? Troubleshooting VoIP Quality Overview
? Identifying and Isolating Voice Quality Problems
? Troubleshooting Layer 2 Quality Problems
? Troubleshooting Voice Quality Issues on a Gateway
? QRT for Cisco IP Phones
? Troubleshooting Scenarios
? Voice Activity Detection
? Troubleshooting Echo
? Defining Echo in a Cisco Unified Communications System
? Sources and Types of Echo
? Defining the Echo Canceller
? Measuring Echo in a Cisco Unified Communications System
? Eliminating Echo in a Cisco Unified Communications System
• Troubleshooting Quality Problems of Cisco Unified Video Advantage
? Overview of Issues with Cisco Unified Video Advantage
? Verify CPU Speed
? CPU Throttling Solutions
? CUCM IP Phone Settings
? Setting up a PC to Capture a System Crash
? USB out of Bandwidth
? Remote Video Loss
? Cisco Audio Session Tunnel Traces
? Application Integration and Media Resource Issues
• Troubleshooting Common Cisco Unity Integration Issues
? How MWIs Function
? MWI Not Working
? MWI Is Delayed
? Call Transfer Problems
• Troubleshooting CTI Issues
? Computer Telephony Integration
? CUCM CTI Manager
? CTI-Controlled Devices
? CTI Quick Buffer Encoding
? CTI Route Points and CTI Ports
? Troubleshooting CUCM CTI Manager, JTAPI and TSP
• Troubleshooting Media Resources
? Media Resources Overview
? Hardware- and Software-Based Media Resource Issues

Labs The Global Knowledge TUC lab environment consists of eight interconnected CUCM 7.0.1 clusters. Two students are responsible for troubleshooting each cluster. Each cluster has the following applications preconfigured:
• Global-Pub: A CUCM 7.0.1 publisher
• Unity1-Admin: A Unity version 5.0 deployment running on a domain controller with DNS, a co-located exchange installation, and a certificate authority
• Unity1-Connection: A Unity Connection 7.0.1 publisher (optionally deployed)
• Global-CUPS1: A CUPS 7.0.2 publisher (optionally deployed)

Each cluster contains a Headquarters, Branch A, Branch B (with extensions that overlap with Branch A, not shown in the diagram), and a Frankfurt location.
Both traditional and blocking on lines Class of Service are deployed as well as North American and European dial plans. Device mobility and unified mobility mobile voice connect are deployed. Presence is also deployed.

Each cluster also contains a 2811 Integrated Services Router running IOS 12.4.24T. A sophisticated telephony simulation is provided allowing students to troubleshoot PRI and FXO connections to the PSTN, T1-CAS DS0-Groups to a channel bank connected to two PBXs, and FXS ports connected to analog phones. Each 2811 router is provisioned with a PVDM2-64 providing DSP resources and a serial card for WAN connectivity.

A complete CUCM deployment is preconfigured including:
• IP phones
• A full dial plan including Class of Service with blocking on lines:
? Headquarters location with PRI, FXO, and SIP trunk connectivity to PSTN
? Branch A and Branch B locations with overlapping extensions
? Frankfurt location with European dial plan
? Local route groups are deployed
? Global transformation patterns are used in some cases for digit manipulation
• Locations and regions
• Device pools
• Device mobility, extension mobility, and unified mobility mobile voice access
• Media resources, resource groups and resource group lists
• SRST, COR, and media resources deployed on routers
• SIP, H.323, MGCP, and gatekeeper included

The Unity and Unity Connection systems are completely configured with subscribers and call handlers. The CUPS system is preconfigured for desk phone control.

All laptops have the following tools loaded:
• VNC and terminal services
• Triple combo parser
• translatorX
• Wireshark

We offer more than 50 possible trouble tickets that instructors can apply at their discretion during class with additional trouble tickets are constantly being added to the labs.

Hands-On Labs Lab 1: Enhanced - Deploy CUCM 7.0 and Unity 5.0
Deploy the lab network.

Lab 2: Enhanced - Load CUCM Initial Setup
Use the Disaster Recovery System to load the configuration of your pod.

Lab 3: Enhanced - Load HQ Phones
Use the BAT to load HQ phones with different configurations: Traditional Class of Service, device/line or blocking on lines Class of Service, and Cisco and third-party SIP phones, 7965, and IP Communicator.
Trouble Tickets: Phone Registration
A variety of phone registration problems can be inserted into the network concerning:
• Auto-registration
• Microsoft DHCP
• Router DHCP
• Helper address
• Routing
• Access lists

Lab 4: Enhanced - Load Branch Phones
Use the BAT to load Branch phones with different configurations: Different extensions at Branch A, overlapping extensions at Branch B, and a European dial plan at the Frankfurt location. Local route groups are used for routing at all branch locations.

Lab 5: Exclusive - Load Unity Configuration
Use DIRT to load a Unity configuration, including Unity subscribers and Call Handlers, and add users supporting LDAP troubleshooting tickets.

Lab 6: Enhanced - LDAP Discovery
Explore the LDAP configuration in preparation for trouble tickets.

Trouble Tickets: LDAP
A variety of LDAP problems can be inserted into the network.

Lab 7: Real-Time Monitoring Tool (RTMT)
Explore RTMT deployment in preparation for trouble tickets.

Lab 8: Enhanced - MGCP Gateway Discovery
Explore the MGCP configuration in preparation for trouble tickets.

Trouble Tickets: Enhanced - MGCP Gateway
A variety of MGCP gateway problems can be inserted into the network concerning:
• MGCP domain names
• Configuration of expected and significant digits
• FXS ground vs. loop start
• Attendant numbers
• T1-CAS Digit Sending
• FXO port configuration
• Service provider problem: wrong DID sent
• ISDN Type of Number
• Service provider problem: PRI not up

Lab 9: Enhanced - Dial Plan Discovery: Traditional Class of Service
Explore the traditional Class of Service deployment in preparation for trouble tickets.

Lab 10: Exclusive - Dial Plan Discovery: Blocking on Lines Class of Service
Explore the blocking on lines Class of Service deployment in preparation for trouble tickets.

Trouble Tickets: Dial Plan

Partitions used for Blocking on Line Class of Service

A variety of dial plan problems can be inserted into the network concerning
both traditional and blocking on lines Class of Service:
• Misconfigured route patterns
• Route patterns with wrong partitions
• Misconfigured route filters
• Wrong calling search space on lines and phones
• Incorrectly configured calling search spaces
• Misconfigured call forward calling search spaces
• Wrong calling search spaces on gateways
• Route lists misconfigured
• Exclusive - Local route groups and global transformation issues
• Bad translation patterns
• One-way audio
• Digit manipulation

Lab 11: Enhanced - Dial Plan Discovery - H.323 Gateways
Students explore the traditional Class of Service deployment in preparation for
trouble tickets.

Trouble Tickets: Enhanced - H.323 Gateway

A variety of H.323 gateway problems can be inserted into the network concerning:
• H.323 source addresses
• Bogus dial peers
• Bad or missing translation-profiles for DID
• Second dial tone on incoming calls from PRI
• Bad incoming calling search space
• Exclusive - Global transformations and incoming calling party settings
• Misconfigured dial peers

Trouble Tickets: Enhanced - Locations and Regions

Each cluster is configured for bandwidth management allowing a variety of
codec and bandwidth-related problems to be explored:
• Misconfigured locations
• Devices in wrong locations
• Misconfigured regions

Lab 12: Exclusive - Dial Plan Discovery - SIP
Students explore the SIP deployment in preparation for trouble tickets.

Trouble Tickets: SIP
A variety of SIP problems will be inserted into the network concerning:
• Third-party SIP device configuration
• Exclusive - SIP trunks
• Exclusive - Misconfigured SUBSCRIBE calling search spaces
• Exclusive - Presence group issues
• Presence configuration across SIP trunks

Lab 13: Exclusive - CUPS and CUPC Deployment (Optional)
Students deploy and explore a CUPS deployment in preparation for trouble tickets.

Lab 14: Exclusive - Unity Connection Deployment (Optional)
Students deploy and explore a CUPS deployment in preparation for trouble tickets.

Additional problems to troubleshoot:
Intercluster trunks are configured between the clusters with redundant gatekeepers (using gatekeeper clusters). Extension mobility is deployed in the network as well as numerous features such as Call Park, Music on Hold, and Conferencing using software and DSP resources.

Who Needs to Attend

System engineers, field engineers, and anyone attempting the CCVP certification that includes IP Telephony Troubleshooting.

  • QOS - Implementing Cisco Quality of Service
  • GWGK - Implementing Cisco Voice Gateways & Gatekeepers

Prerequisites & Certificates

Certificates offered

Cancellation Policy
We require 16 calendar days notice to reschedule or cancel any registration. Failure to provide the required notification will result in 100% charge of the course. If a student does not attend a scheduled course without prior notification it will result in full forfeiture of the funds and no reschedule will be allowed. Within the required notification period, only student substitutions will be permitted.

Reschedules are permitted at anytime with 16 or more calendar days notice. Enrollments must be rescheduled within six months of the cancel date or funds on account will be forfeited.
Map & Reviews
Global Knowledge
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Here are some reviews of the training vendor.
Have a hard copy of the Project training manual would be beneficial to make notes as we were learning. We struggled the first day with connecting issues for those participating remotely from a GK facility (each time an activity was performed the one group lost connectivity. The instructor would have to wait until they reconnected to proceed - very time consuming). I feel this did impede learning; however the instructor handled it very well!
Reviewed by 2018
I have taken GK courses in the past and this one lived up to my expectations. I will continue to recommend GK for training purposes.
Reviewed by 2017
This was a lot of information to absorb in such a short time. The training provider was great, my only recommendation was to shorten the amount of time spent on personal experiences. It's hard to take in all the additional and sometimes unnecessary information, when we already have a lot to learn in such a short timeframe.
Reviewed by 2017
Direction about food not provided; first day 1 hour late because instructor couldn't log into the course presentation material; coffee machines broken; coffee cups unavailable on second day afternoon; instructor rather gruff and short-tempered; couldn't access course materials using Safari and tech support kept telling me there was nothing wrong (which there was). Had to use another browser; location of course very challenging to get parking for (and parking very expensive). Queen/Yonge not easily accessible; pricing and calls from Global Knowledge out of sync
Reviewed by 2017
The sound for the training session is bad... the teacher was cutting very often and the class students was not eared properly... beside this all good
Reviewed by 2017
Reviewed by 2017
Very good course that covered a good amount of topics that pertained to vendor management. Would have scored the course 100% except that not all the information was relevant to me. The course seemed to be more focused on managing service or IS&T vendors while I was looking for vendor info on those supplying goods.
Reviewed by 2017
Lab setup is very bad
Reviewed by 2017
Was a good seminar
Reviewed by 2017
Excellent Facility, Excellent Instructor.
Reviewed by 2017
The training provider was very good.
Reviewed by 2017
The lab was poorly designed, some part of the labs couldn't work with this network design, we ask several time the instructor to take action but nothing was done, he finally send them an email but the NterOne team never proceed to any changes. I would have expect the instructor to go hands-on on the lab and try to figure it out to see how it is suppose to work even if labs are outsourced by GK.
Reviewed by 2016
Lab content has to be reviewed.
Reviewed by 2016
There was a lot of material to fit into 4 days of training. There was also technical problems with seeing the presentation. Also the material provided was 2 slides per page and in several cases, it was unreadable.
Reviewed by 2016
The instructor was very knowledgeable and friendly. He had a upbeat attitude throughout the two sessions that made the course enjoyable. He was able to explain topics in a very simple manner. His use of whiteboard notes and graphics also helped explained these complex concepts.
Reviewed by 2016
This was the first virtual class I attended and it was a very positive experience.
Reviewed by 2016
Course material is out of date which did not help me gain knowledge of Azure. This course has damaged Microsoft's reputation with me and I'm an Architect responsible for recommending Cloud suppliers to clients. It will be difficult recommending Microsoft based on this course.
Reviewed by 2016
Thank you
Reviewed by 2016
very hands on and practical course with knowledgeable instructor
Reviewed by 2016
This is one of those courses similar to a number of them at Global Knowledge that could be done in 2 days or less. We spent about l50-60% of the time working on the exercises which is fine, however it would be more helpful if at least half of the exercises were done in the class by the instructor and work through rather than just showing an talking to the canned answers on the workbook. Also, I find it very cumbersome when Global Knowledge now provided one book (course materials & exercise workbook) in one. The entire class spent way to much time flipping back and forth between the course content & the workbook when we were doing the exercises, what a waste of time!
Reviewed by 2016
An excellent course for experienced Citrix techs moving from XenApp/XenDesktop 6.x or earlier to the new 7.x
Reviewed by 2016
please look at using another platform for delivering the course via online. I experienced tremendously difficulty on the first day staying connected, and there was a lot of problems hearing the instructor online. Just made it somewhat frustrating to participate in the course.
Reviewed by 2016
The course started at 8am ET, but I live in Calgary (Mountain Time), so it's 6am. I have to get up at 5:30am every day for 9 consecutive days. That's a bit hard for me. If it could be even half hour later (best for me is 1hr later), it would be much better.
Reviewed by 2016
This course can be done in 2 days. 3 days is a stretch.
Reviewed by 2015
Would like to have the slides available to print.
Reviewed by 2015
Excellent instructor, very knowledgably, great communications and presentations skills.
Reviewed by 2015
I took the virtual training. In the beginning we spent a lot of time to get every participant ready. The experience would be better if I took the classroom training.
Reviewed by 2015
The course was great however the 8:30 am start time was tough with a kid that I had to get to school. I either just made it or was within 10 minutes of the start time. A 9 am start time would be easier for people in my shoes. My classmates and I found the network slow and the network dropped a few times while working on labs. Hard copies of the lectures and labs would have been preferable. Very annoying to have to either print them out 10 pages at a time or to work only through the app.
Reviewed by 2015
The course is delivered by an industry expert and it really helped when it comes to understanding applicability of certain theoretical concepts.
Reviewed by 2015
Shipping address was asked but no materials was sent. Vendor encapsulation.....
Reviewed by 2015
There were technical issues with Adobe Connect on 2 of the 5 days, one causing an outage for an hour or 2. I'm unable to rate the instructors presence, as we never actually saw him, which is why I just put 2.5 (average).
Reviewed by 2015
Reviewed by 2015
Great Instructor
Reviewed by 2015
As virtual students, we never actually saw the instructor (only heard him), so I can't actually rate his Presence (but the field was required).
Reviewed by 2015
Our instructor- Dave was very helpful and kept everyone engaged. I definitely benefited from taking this particular course. I would highly recommend it to all. thank you! Ana
Reviewed by 2015
Re course materials: I wish Lab keys would have a screenshots
Reviewed by 2015
Instructor was both knowledgeable and personable - I would definitely consider taking another class with him!
Reviewed by 2015
Only issue with the facility is that the image color of the projector in classroom 3 turned yellow and stayed yellow for 2.5 days.
Reviewed by 2015
This course is heavily loaded, it helps to have an overview of what "cognos manager framework" can do. It focuses on a dimentionnel approach. In my case I would have appreciated a the focus based on a relational approach.
Reviewed by 2015
The course was IT project Management. It really seemed like a Project management fundamentals course not so much IT.
Reviewed by 2015
Excellent facilitator. The course content was well balanced and spread over day.
Reviewed by 2015
Had GK before, last time was good. This time the instructor was a bit off with the teaching style. Both times they send the course materials to the wrong location, company had to re-route it.
Reviewed by 2015
The class room at GK on BAY was an oven, but they booked us at a local hotel, which was great.
Reviewed by 2015
The course was really very helpful Instructor and facility were good as well. Only the missing the hardcopies material, sometime this help a lot than electronics copy. I understood the environmental policies very well, I used to work with Alberta Health and Environmental group as well with so many project. But for the course material it was required tools. For the contractors if the course falling on weekend would be great.
Reviewed by 2015
I am not highly enthused about taking a course over a video link, however, I did find that this course was well presented. It's my feeling that there is no substitute for a classroom environment when it comes to learning and sharing ideas.
Reviewed by 2015
I have not received the training certificate.
Reviewed by 2015
I really liked the useful tip cards as well as the introduction to KUMA. I feel KUMA could be used is almost any circumstance.
Reviewed by 2015
Too basic materials!
Reviewed by 2015
The only issue I encountered is that this course was cancelled multiple times before it was finally held. I would ask if there is a way to avoid frustrations with cancellation of future postings.
Reviewed by 2015
Course was great. Training provider was even better.
Reviewed by 2015
I was nervous about taking my first online course but the instructor was amazing and thorough. I would love to take another course from him in the future.
Reviewed by 2014
The provider was very knowledge and very professional
Reviewed by 2014
Since this is an online training, there are some items not applicable for evaluation purpose.
Reviewed by 2014
Great course and great teacher but it would have been noce to fins out Global Knowledge moved from Scott Street to Albert. Found that out when I showed up at Scott street and got off the elevator into an empty floor. I was nt alone as most in my class foudn this out the same way as well.
Reviewed by 2014
The instructor was knowledgeable in Word 2010 and very pleasant to work with. My problem was with the technology used, being it was a virtual session. There were too many instances where I had to log on, too much lag, audio problems on both my end and the trainers side of things. Perhaps the pre-test should also include an audio aspect in order to trouble-shoot audio problems prior to the beginning of the class session.
Reviewed by 2014
I do not feel as though I learned any new skills from taking this course. I did enjoy some of the course material but there was something missing from it. Very basic, highly repetitive. Everyone knows how to make a "to do" list but how to you prioritize and create focus in your daily work? I still am not sure of that. Although the instructor was very good and knowledgeable, someone with more energy and enthusiasm would have been better suited to teach this course as it became a little dull in the afternoon.
Reviewed by 2014
I really enjoyed the on-line class. Very helpful
Reviewed by 2014
it was good just a bit too fast.
Reviewed by 2014
The course material was good, although I would strongly recommend that participants be quite familiar with the PMBoK (either PMPs or CAPMs etc.) The instructor Bruce was very knowledgeable and provided some real world experience and examples.
Reviewed by 2014
Could possibly have been a 4 day course rather than 5 but there were people going at different speeds so the pace accommodated everyone. Also the lab environment perfectly for most students but a few did run into technical difficulties that had nothing to do with their inexperience with SharePoint. This was frustrating. The instructor is very knowledgeable and very helpful. I would like the contents of this course to be something we could get a certification in.
Reviewed by 2014
Reviewed by 2014
I like the fact that we did the exercice together with the instructor to show the content/knowledge and by ourself after that. However, I would have like to do different exercices to make sure I understood the content.
Reviewed by 2014
The 3's are really not applicable as this was a webinar
Reviewed by 2014
Overall course content was good. Got behind in some of the sessions. Still need to go back to them.
Reviewed by 2014
The ONLY reason facilities is marked low is because you asked about parking. The location is not conducive to finding parking. Otherwise - fantastic! And I loved the coffee bar!
Reviewed by 2014
Training provider is good but I was particularly impressed with Mr. Gilles Marcil who was our instructor for this course. He is well prepared and explains matter very well.
Reviewed by 2014
I was truly impressed with the format and information given. Clear and precise.
Reviewed by 2014
Course was too long, ended up not really understanding anything after the afternoon break. Took a day with our IT to load Mozilla, and still had difficulty starting labs. Virtual computer did not always work and lab screens were challenging working from laptop having to scroll up and down to complete tasks and read instructions.
Reviewed by 2014
Trainer Robert Proulx was excellent! Very knowledgeable, great sense of humour and the pace of the course was exactly what I needed.
Reviewed by 2014
no take away booklet. they offer the digital copy only and I would have liked to have the booklet for quick reference
Reviewed by 2014
Hello, It may be useful to have either a telephone booth and/or a breakout room for private mobile telephone conversations during breaks from the course. Please provide a document identifying my name, date of course, and number of hours. Thank you. Bill McCreery
Reviewed by 2014
Different levels should be established for people using Word for the very first time and others who are there to learn updated application. Some of the content was too basic for intermediate users. The trainer seemed confused trying to explain certain features.
Reviewed by 2014
The labs were buggy and lacked adapted instructions for the non-standard setup being used. This caused several headaches and need to troubleshoot before most would function properly.
Reviewed by 2014
Instructor was exceptional
Reviewed by 2013
It was a great class where the instructor provided lots of relevant examples to apply to day to day use utilizing the course material as a guideline.
Reviewed by 2013
This course was absolutley amazing. It provided me with wonderful tools to use in my work and day to day activities. Ross Rennie was our instructer and he was phenommenal. He was knowledgable, entertaining and very welcoming to everyone in the course. Is it wrong to say that I was excited to get back to work in order to implement these new tools?
Reviewed by 2013
Perhaps a less experienced instructor would be better to teach the more basic material. While our instructor was very knowledgeable, she seemed lost in some of the more basis functions and interfaces at times (probably because she hasn't had to work with them regularly for years). Could have spent A LOT less time going off on stories/tangents or explaining the lab/e-reader interface quirks, but overall a decent class with a few good pointers here and there.
Reviewed by 2013
The textbook(s) given for this course (ICND1v2) do not do very well when it comes to explaining the various acronyms and abbreviations when they first show up in the text. Many of these acronyms / abbreviations are not industry standards but rather Cisco-specific terms and the Glossary at the end(s) do not contain a full suite of the terms that are referenced throughout the text, leaving the reader to search for their meanings elsewhere...
Reviewed by 2013
Was a virtual training therefore section one is N/A
Reviewed by 2013
I was very impress with the instructor. She was very knowledgeable and I really like the fact that she shared some of her own experience with the group.
Reviewed by 2013
the training provider was really good and patient. I just wish we would have gone a bit further with some functions as the level was very basic, more like a level 1 /beginner.. but in terms of presentation, he did very well :)
Reviewed by 2013
The Cloud course exam was a farce. I expected to sit the exam on the second day but had to schedule it for the following day. The exam itself asked questions not covered in the course and some of the questions were extremely subjective, and as such I was extremely disappointed to have failed it by only one mark.
Reviewed by 2013
Very good course.
Reviewed by 2013
Very good instructor! Really took the time to explain answers to questions that were asked.
Reviewed by 2013
great, terrific
Reviewed by 2013
The instructor was excellent and made the course.
Reviewed by 2013
The instructor regularly asked us about the pace and everyone else was fine with it so I didn't say anything. However, it really feels like a 3-day course stretched to 5 days.
Reviewed by 2013
I would have liked 1/2 to 1 hour to study the contents of the course we had covered on the last day prior to writing the exam.
Reviewed by 2013
The instructor only tought 4 sections, we have 7sections in total,so after class, I have to finish them by myself!
Reviewed by 2013
Jeff and Paul are awesome to work with. Very organized and knowledgable
Reviewed by 2013
Virtualization and Cloud Essentials is a good course. Instructor has an excellent presentation style, knowledge and provided lots of additional information that will assist when on-the-job. The manuals do need an update but the instructor provided a lot of the latest information and live examples to make up for the out-dated information. A bit intense having two back-to-back classes with exams but have the option to take exams at a later date. Would recommend this class
Reviewed by 2013
May be limit number per course to 8 max.
Reviewed by 2013
Too many typos in the course material, especially the lab book.
Reviewed by 2013
A lot of contents to cover and could be overwhelming but the instructor Ted Church made it look simple and very easy to understand. He is good and very knowledgeable about what he teaches.
Reviewed by 2013
Global Knowledge does not provide printed copies of the workbooks, and you can not print your own from the electronic file they provide. You can purchase a printed copy for an additional charge which is ridiculous after paying for the course already.
Reviewed by 2013
Employees were not as professional as they could in at least couple situation. The classroom was too hot in the first day, and freezing in the following days. This course should be a 5 days course, and not 4. Impossible to handle 100% of the content in 4 days.
Reviewed by 2013
This course was way more basic than the outline describes, I felt that we should have covered more of the functions of Visio and less of the basic windows/microsoft functions.
Reviewed by 2013
Instructor was very knowledgeable about the subject. He is natural teacher which makes subject easy to understand
Reviewed by 2013
Was disappointed with the course content. For a level two course felt the trainer focused far too much on basic skills and not enough on animation and advanced features. Class progress was slow during the day, yes I learned new skills and learned about new capabilities of PPT 10 but relied on google not this course to perfect them.
Reviewed by 2013
I would like to have had more in-depth work on the process analysis portion and less on modelling. From the outline, I thought there would be more focus on analysis than there was. I think the course could maybe be 5 days instead of 4, or maybe state that knowledge of modelling is a requirement to take this course. Other than that, it was a good course. Good for more entry-level BA types; if you have a lot of experience, you will probably find it doesn't add that much.
Reviewed by 2013
The course material was overly dense and contained a lot of redundant information.
Reviewed by 2013
The instructor was fantastic - very knowledgable and engaging. The "polestar" was used only briefly and in my opinion had no value add to this course.
Reviewed by 2012
You should always host your Montreal trainings at the Bonaventure Hilton.
Reviewed by 2012
As always, Global Knowledge has put together another great Microsoft course (Config, Manage & Maintain Windows Server 2008 R2). This is my fourth time taking a course through Global Knowledge and it likely won't be my last.
Reviewed by 2012
Trainer is very knowledgeable. He was able to resolve any issues we encountered in our office.
Reviewed by 2012
Very interesting course and trainer. This course should be mandatory for all government clerks.
Reviewed by 2012
Excellent course Excellent instructer
Reviewed by 2012
I was not able to take the course book with me. I payed for the course so i should not have to buy the course book. The downloadable PDF of the course book is not printable. I like a hard copy to read as opposed to the computer screen.
Reviewed by 2012
Room was very cold! However the facility itself was clean with a friendly environment. Instructor had average knowledge of Microsoft Project 2010 and often could not answer questions. Presentation was average - instructor read handout page by page from a photocopied document that was projected onto wall.
Reviewed by 2012
The dissappoint with this course, you can't print the maunal, I think we pay enough money to take the course. VERY dissapointed in this aspect and only this.. would definitely compare else where due to this one factor.. shame as I felt the the instructor and facility to be excellent.
Reviewed by 2012
Very informative course. Covered everything I was looking to learn about Access. Would be interested in taking the level 2 course to expand on what I learned in this one. Global Knowledge in Mississauga is very nice and my instructor was great. A bit of a long drive coming from Durham region but would return and would reccomend to others.
Reviewed by 2012
I found the course to be a bit too advanced for a level 1 Excel.
Reviewed by 2012
Reviewed by 2012
The instructor was excellent and very knowledgeable. The office manager was very friendly and helpful as well. Overall it was a fantastic course and I will recommend Global Knowledge to family and friends! :)
Reviewed by 2012
Content as expected. Additional materials and relevant examples to drive learnings were provided. Lots of exercises to practice. Will be able to apply knowledge.
Reviewed by 2012
Check computers and other electronics and its functionality before course start up. Have up to date slides (binder and its hand outs show year 2011).
Reviewed by 2012
This was a virtual class so I cannot comment on the facility (I have rated the facility as I could not submit this otherwise), and because the course was Eastern Standard Time, for myself it was a little early as Eastern Standard Time was 2 hours ahead of my time. The instructor Mark Husereau was very knowledgeable and a really great with being patient, (this was my first virtual class). Mark used real examples throughout the course which was really great.
Reviewed by 2012
Course is as described. Alot of time is allowed to practice the new skill-set learned. Instructor is very knowledgable and provided additional information and tips. Worth while course.
Reviewed by 2012
The course was mainly about application which is fine for level 1. In level 2 I hope to get tips on design.
Reviewed by 2012
Attending sessions provided by GlobalKnowledge has been useful and career enhasing. The Coach, Coach, Coach instructor was EXCELLENT and provided addional, relevant information during session with supporting handouts.
Reviewed by 2012
- do we get a certifiacate for completing the courseÉ - although the instructor did give us excercises to do I would have liked a few more - almost like a test, so that I made sure I retained and understood what was taught. I`m a learn to do by doing person and like the instrutor lead courses so I can have someone there to explain in my terms how things work. I`ll have to really use the online excercises to make sure Ì am confident when I need to do something in Excel.
Reviewed by 2012
Should be time allocated for questions and answer
Reviewed by 2012
The instructor was excellent as was the hands-on learning approach. The only thing I took issue with was the fact that there were a lot of bilingual persons taking the course and they tended to ask questions in French, during this English class. The instructor was trying very hard to explain everything in both languages, but I felt that these students should have requested a French-speaking classroom setting if they wanted to speak French.
Reviewed by 2012
Very professional. Facility clean and comfortable.
Reviewed by 2012
For the cost of this course, a hard copy of the course handout should be provided as the classes follows the handout word for word.
Reviewed by 2012
The facilities at Global Knowledge were great. The Instructor was very knowlegable and made it easy to learn the material. It was a very good experience:)
Reviewed by 2012
Note: We had 2 different trainers during this 3 day course. Course: Terminology should reflect North America and be consistent with our business lingo.
Reviewed by 2012
Found the course very informative. I had little exposure to Sharepoint and learned a number of things I didn't know. Plan to take the next level of training
Reviewed by 2011
A charged mannul would be provided for students to make notes whereever they think instructions are important as reminders
Reviewed by 2011
The course is so expensive to be payed by oneself. In almost all the others participants their companies pay the fee.
Reviewed by 2011
No course books were provided for us to take.
Reviewed by 2011
Course was very detailed but more time would be helpful during workshops. An additional day would help lessen the course load.
Reviewed by 2011
should have discuss some case studies,,overall A+
Reviewed by 2011
Our instructor was very knowlegable and he provided excellent real life stories.
Reviewed by 2011
The course was very relevant. I was able to apply the knowledge I aquired in the course to my job on the very next day. The only complaint I have is with the temperature of the room. It was freezing! Students has to wear a jacket or sweater. We were told the temp gage was shared with another classroom that was quite warm so they had turned the temp very low causing our room to be very uncomfortable.
Reviewed by 2011
Given the cost of the course, the hardcopy of the manual should have been provided. It would have been useful to make notes alongside the material as we went along.
Reviewed by 2011
I am very disappointed with the handouts. I was told I could go online and download a copy of the manual, the problem is that I would like the printed copy of the manual. I chatted online with one of your technitian who was unable to help me. Then I was told someone would contact me by phone to help me. That never happened. When taking a training course, a person EXPECTS to leave the course with ALL the material.
Reviewed by 2011
Great course provider, keep it on your roaster
Reviewed by 2011
Course content and labs were very good, everything worked as expected.
Reviewed by 2011
I really enjoyed this course and was surpised how ell everything was run...enjoyed the instructer very much (Par) and would like to take an other course with him. I wish we could have taken the work book home with us though!!!
Reviewed by 2010

This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates or scheduling a private, in house course for your team.

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