Cisco Unified E-Mail and Web Interaction Manager Enterprise v2.0 (UEIME)

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Cisco Unified E-Mail and Web Interaction Manager Enterprise v2.0 (UEIME)

What you’ll learn in this course

The Cisco Unified E-Mail and Web Interaction Manager Enterprise v2.0 (UEIME) is intended for installation engineers, system administrators, database administrators, sales engineers, and others who are responsible for installing and maintaining the Cisco Unified Web and E-Mail Interaction Manager installation, which includes a common platform and one or both of the following applications: Cisco Unified E-Mail Interaction Manager (EIM) and Cisco Unified Web Interaction Manager (WIM).

Who should enroll

The course is for sales engineers, installers, consultants, application support staff and IT personnel who will be able to perform all aspects of the installation and maintenance of the Cisco Unified EIM and WIM applications.

Course Prerequisites

To fully benefit from this course, you should have the following knowledge:

· 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 7.x

Course Objectives

After taking this course, you should be able to:

· Describe, at a high level, the features and functions of Cisco Unified EIM and Cisco Unified WIM for Cisco Unified Contact Center Enterprise (CCE)

· Describe the architecture of Unified EIM and Unified WIM

· Understand user management

· Create and manage an entire Knowledge Base

· Understand administration

· Describe the use of the Agent Console

· Describe Cisco Unified CCE Integration and Configuration

· Manage Cisco Unified Web Interaction Manager

· Describe management tools for monitoring and reporting

· Understand tactics for troubleshooting

Course outline

Module 1: Features of Cisco Unified EIM and Cisco Unified WIM

· Defining Features

· Defining Components and Integration

Module 2: Architecture Installation Planning and Environment Installation

· Describing the Architecture

· Planning

· Sizing Server Software and Hardware Requirements

· Creating WebLogic Domains

· Installing Cisco Unified EIM and Cisco Unified WIM

Module 3: User Management

· Managing Users

· Creating Groups and Queues

Module 4: The Knowledge Base

· Understanding Knowledge Base Basics

· Understanding Knowledge Base Special Functions

Module 5: Administration

· Configuring System Administration

· Configuring Workflows

Module 6: Agent Console

· Understanding the E-Mail Agent

· Pinning, Pulling, and Transferring Activities

· Navigating the Information Pane

Module 7: Cisco Unified CCE Integration and Configuration

· Describing the Integrated System

· Configuring Unified CCE

· Scripting

· Post Installation Integration

· Describing Fault Tolerance

Module 8: Cisco Unified Web Interaction Manager

· Cisco Media Blender 7.1

· Cisco Unified WIM Templates and Entry Points

· Conducting Chat Sessions

Module 9: Management Tools: Monitors and Reporting

· Using Management Tools: Monitors and Reports

· Multichannel Reporting

Module 10: Tactics for Troubleshooting

· Troubleshooting at Startup

· Troubleshooting Servers

· Troubleshooting Processes

Lab outline

· Lab 1-1: Demonstrate an Email Message Flow

· Lab 1-2: Demonstrate a Chat Message Flow

· Lab 2-1: Verifying and Preparing the Environment

· Lab 2-2: Install and Start a Single-Server Configuration

· Lab 2-3: Set up the Administration/Agent Workstation

· Lab 3-1: Manage Users

· Lab 4-1: Manage Folders

· Lab 4-2: Manage Articles

· Lab 4-3: Manage Macros

· Lab 4-4: Manage the Knowledge Base

· Lab 4-5: Manage Approval Processes

· Lab 5-1: Manage Business Settings

· Lab 5-2: Manage E-Mail Functions

· Lab 5-3: Manage Workflows

· Lab 5-4: Manage Archive Jobs

· Lab 6-1: Manage User Options

· Lab 6-2: Transfer and Pull Activities

· Lab 6-3: Search for Information

· Lab 6-4: Manage Activities and Cases

· Lab 6-5: Manage Customer Information

· Lab 6-6: Manage Tasks and E-Mails

· Lab 7-1: Prepare Cisco Unified CCE for the Integration

· Lab 7-2: Perform a Post-Installation Integration

· Lab 7-3: Perform Post-Installation Cisco Unified EIM and Cisco Unified WIM Configuration

· Lab 7-4: Test the System

· Lab 8-1: Prepare Cisco Media Blender for the Integration

· Lab 8-2: Create a Chat Entry Point

· Lab 8-3: Conduct a Chat Session in Cisco Unified WIM

· Lab 9-1: Monitor Chat Sessions

· Lab 10-1: Troubleshoot Cisco Interaction Manager 4.3

Duration

Instructor-led training: (5) days

Price

To consult

Cisco Learning Credits

To consult

INSTRUCTOR

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Lectures
Duration
Skill level
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CURRICULUM

SECTION 1: INTRODUCTION TO HANDSTANDS

Parents, students and community members are invited to attend this meeting, which discusses educational issues at the high school and its middle and elementary schools. Schools in the Kerrington cluster are: Aldiger, Caramba, Chesterfield, Cutterey, Fraiser, Johnson, Antonio, Lorney Winston, Ramos, and Westford secondary schools

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