Duration: 5 Days
UEIME v2.0 is intended for installation engineers, system administrators, database administrators, sales engineers, and others who are responsible for installing and maintaining Cisco Unified Web and E-Mail Interaction Manager, including a common platform and either Cisco Unified E-Mail Interaction Manager (EIM) or Cisco Unified Web Interaction Manager (WIM) or both.
What You Will Learn
- Features and functions of Cisco Unified EIM and Cisco Unified WIM for Cisco Unified Contact Center Enterprise (CCE)
- Architecture of Unified EIM and Unified WIM
- Manage new users, roles, groups, and queues
- Configure Cisco Unified EIM and Cisco Unified WIM
- Create and manage an entire Knowledge Base
- Create and manage workflows
- Use of the Agent Console
- Integration and configuration of Cisco Unified CCE
- Manage the web chat system
- Examine supervisory tools, monitor agent work, join chat sessions, and create and use monitors and reports
- Troubleshoot Cisco Unified EIM and Cisco Unified WIM issues and configure Cisco Unified CCE
Audience
- Individuals who will implement, configure, and support Cisco Unified EIM and Cisco Unified WIM with Cisco Unified CCE or Cisco Unified Contact Center Hosted
- Individuals who will be system users on Cisco Unified EIM and Cisco Unified WIM with Cisco Unified CCE and Cisco Unified Contact Center Hosted
Prerequistes
- Working knowledge of Windows 2003 Server and Windows XP
- Basic knowledge of Microsoft SQL Server 2000
- Basic knowledge of WebLogic and WebLogic domains
- Basic knowledge of Microsoft Internet Information Services (IIS)
- Cisco Unified CCE version 8.x
Course Outline
1. Features of Cisco Unified EIM and Cisco Unified WIM
- Features
- Components and Integration
2. Architecture Installation Planning and Environment Installation
- Architecture
- Planning
- Sizing Server Software and Hardware
- Creating WebLogic Domains
- Installing Cisco Unified EIM and Cisco Unified WIM
3. User Management
- Managing Users
- Creating Groups and Queues
4. The Knowledge Base
- Knowledge Base Basics
- Knowledge Base Special Functions
5. Administration
- Configuring System Administration
- Configuring Workflows
6. Agent Console
- The E-Mail Agent
- Pinning, Pulling, and Transferring Activities
- Navigating the Information Pane
7. Cisco Unified CCE Integration and Configuration
- The Integrated System
- Configuring Unified CCE
- Integrating Post Installation
- Fault Tolerance
8. Cisco Unified Web Interaction Manager
- Managing Web Templates and Entry Points
- Conducting Chat Sessions
9. Management Tools: Monitors and Reporting
- Using Management Tools: Monitors and Reports
- Reporting Across Channels: Web View
10. Troubleshooting
- Troubleshooting at Startup
- Troubleshooting Servers
- Troubleshooting Processes
Course Labs
Lab 1-1: Demonstrate an E-mail Message Flow
Lab 1-2: Demonstrate a Chat Message Flow
Lab 2-1: Verifying and Preparing the Environment
Lab 2-2: Installing and Starting a Single-Server Configuration
Lab 3-0: Setting up the Administration/Agent Workstation
Lab 3-1: Managing Users
Lab 4-1: Managing Folders
Lab 4-2: Managing Articles
Lab 4-3: Managing Macros
Lab 4-4: General Knowledge Base Management
Lab 4-5: Managing Approval Processes
Lab 5-1: Managing Business Settings
Lab 5-2: Managing E-Mail Functions
Lab 5-3: Managing Work Flows
Lab 5-4: Managing Archive Jobs
Lab 6-1: Managing User Options
Lab 6-2: Transferring and Pulling Activities
Lab 6-3: Searching for Information
Lab 6-4: Managing Activities and Cases
Lab 6-5: Managing Customer Information
Lab 6-6: Managing Tasks and E-Mails
Lab 7-1: Preparing Cisco Unified CCE for the Integration Lab
Lab 7-2: Performing a Post-Installation Integration
Lab 7-3: Performing Post-Installation Cisco Unified EIM and Cisco Unified WIM Configuration
Lab 7-4: Testing the System
Lab 8-1: Creating a Chat Entry Point
Lab 8-2: Conducting a Chat Session in Cisco Unified WIM
Lab 9-1: Monitoring Chat Sessions
Lab 10-1: Troubleshoot Cisco Interaction Manager 4.4.1
