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

COURSE OUTLINE:

Description

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.

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

Prerequisites

  • 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

Learning Objectives

  • Features and functions of Cisco Unified EIM and Cisco Unified WIM forCisco 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, andcreate and use monitors and reports
  • Troubleshoot Cisco Unified EIM and Cisco Unified WIM issues and configureCisco Unified CCE

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