Cisco CCT Collaboration (100-890 CLTECH)

For IT leaders: When Cisco collaboration endpoints have registration or feature issues, junior technicians often guess instead of following a process. That costs time and pushes routine support work up to senior engineers. This course gives entry-level staff a shared method for supporting Cisco collaboration environments following the 100-890 CLTECH objectives, which Cisco retired on 9 February 2025.

Role fit: This course is built for field engineers, desk-side technicians, and junior network admins who support Cisco collaboration endpoints, including SX and IX series hardware, touch controllers, cameras, and microphones. It also gives CUCM context. Senior collaboration engineers can skip it. For them, the CCNP Collaboration Core track is the next step.

Time investment: About 10 hours per learner, split into 12 skills of roughly 50 minutes each. That timeline fits a two- to four-week rollout alongside normal ticket work.

Risk and change-management notes: The course teaches technicians to use Cisco documentation and product information when supporting collaboration hardware. It also covers local device controls and real-time call stats that can help technicians troubleshoot user-reported issues. The instructor recommends pairing learners with senior staff and using spare, non-production endpoints for hands-on practice. Plan for that access before assigning the course.

Assign the course as a Playlist across your support team, then use Team Reporting to track progress through all 12 skills before scheduling exam attempts.

When a conference room system won’t register or a desk endpoint drops off CUCM minutes before a leadership meeting, your team needs technicians who can work the problem methodically instead of guessing. This training prepares IT Practitioners and field technicians to support Cisco collaboration endpoints with the structured approach the course models throughout.

• Faster endpoint recovery: Technicians learn the boot and registration process and work through what to verify when an endpoint does not register to CUCM, including command-line checks for IP connectivity and endpoint settings. That helps reduce troubleshooting time on common outages.
• Cleaner escalations to senior staff and Cisco TAC: The course stresses detailed documentation and shows technicians how to gather relevant system information and endpoint diagnostics. Escalations arrive with clearer context, so senior staff can start investigating right away.
• Consistent support across a mixed device fleet: Your team learns that many of the same CLI concepts apply across DX, MX, SX, Room Series, and Webex Boards. They also work with Touch 10 controls to place calls, check settings, and restart units.
• Fewer repeat visits: Hardware replacement guidance includes confirming everything works and walking end users through features before leaving. This reduces return trips caused by misconfiguration or user confusion.

For IT Directors, this course also gives junior technicians a shared vocabulary for voice gateways, dial peers, call legs, on-prem versus cloud deployments, and documentation-driven hardware decisions. They can then contribute productively alongside senior collaboration engineers.

Knowledge

• How a Cisco collaboration environment fits together: voice gateways, dial peers, call legs, converged networks, and how QoS prioritizes collaboration traffic
• The roles of Cisco collaboration platforms and services such as CUCM, Webex, and contact center applications, plus the trade-offs between on-premises and cloud deployments
• The Cisco endpoint portfolio, including Webex Desk Series, Webex Boards, Room Series, Room Kit Series, Room Panorama, Cisco SX hardware, Cisco TelePresence IX systems, and common peripherals
• Basic video concepts, such as resolution, software versus hardware codecs, and conferencing resources
• How endpoints get IP addresses, and what DHCP, DNS, NTP, and CDP do during the boot and registration process

Ability

• Troubleshoot an endpoint that will not register to CUCM by working through a checklist instead of guessing
• Use ping, traceroute, and nslookup to isolate connectivity problems and record clear handoff notes for another engineer
• Run CLI commands across supported Cisco collaboration endpoints to check or change endpoint settings
• Use a Touch 10 to place and manage calls, gather device information, and restart or reset a unit
• Gather endpoint details and document issues clearly enough for a teammate or Cisco TAC to act quickly
• Look up Cisco hardware documentation and End-of-Life notices, replace or upgrade endpoint hardware when needed, and confirm with the end user that the fix works after replacement