Cisco Unified E-Mail and Web Interaction Manager Enterprise (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'll 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

Who Needs to Attend

• 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 7.x

Follow-On Courses

There are no follow-ons for this course.

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

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