Associated Certifications
NA
Required Exam(s)
NA
Instructorctclc admin
TypeOnsite Course
Duration
5 Days
Methods of Delivery
ILT, WEBEX, VIRTUAL
Price$3695.00
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The Implementing Cisco Unified E-Mail and Web Interaction Manager Enterprise (UEIME) v2.0 course 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).

Course Objectives

Who Should Attend

Prerequisites

Course Outline

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Upon completing this course, the student will be able to meet these objectives:

  • 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

The primary audience for this course is as follows:

  • People who will implement, configure, and support Cisco Unified EIM and Cisco Unified WIM with Cisco Unified CCE or Cisco Unified Contact Center Hosted
  • People who will be system users on Cisco Unified EIM and Cisco Unified WIM with Cisco Unified CCE and Cisco Unified Contact Center Hosted

  • 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

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

HANDS-ON LABS:

  • 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