IT TRAINING

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

In this course you will learn about the functions and features of Cisco Unified EIM as well as Cisco Unified WIM for Cisco Unified Contact Center Enterprise.

Topics covered in this course include installation and maintenance of Cisco Unified Web and E-Mail Interaction Manager.

Who needs to attend

Who needs to attend?
This course is aimed at anyone whose responsabilities include implementation, configuration and support for Cisco Unified EIM and Cisco Unified WIM.

what you will learn

What you will learn
Upon completion you will know how to:

  • 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
Prerequisites

Prerequisite
Students need to have:

  • 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

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

Follow on
There are no follow-ons for this course.

Certification programs
There are no certifications associated with this course.