Curs valabi până la modificarea structurii de Cursuri Cisco: 24.02.2020

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

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.

Cui i se adresează?

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

Ce veți învăța?

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
Cerințe preliminare:

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
Agenda cursului:

Materialele de curs sunt în limba Engleză. Predarea se face în limba Română.

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

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

Este recomandat să continui cu:

Nu există cursuri recomandate după finalizarea acestui curs.

Programe de certificare

Nu sunt programe de ceritifcare pentru acest curs.

Detalii curs

Durată
5
zile

Preț
0
EUR

Modalități de livrare
Predare în clasă, Clasă hibridă, Clasă virtuală
Nivel de specializare

Într-o economie bazată pe cunoaștere, educarea și instruirea angajaților reprezintă o investiție în vederea obținerii unei performanțe îmbunătățite pe termen scurt, precum și a succesului pe termen lung al organizației.
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