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Implementing Cisco Unified E-Mail and Web Interaction Manager Enterprise (UEIME)

Course Description Schedule Course Outline
 

Course Content

Cisco Unified E-Mail and Web Interaction Manager Enterprise (UEIME) v2.0 provides you with the necessary information to install and maintain the Cisco Unified Web and E-Mail Interaction Manager v4.4.1. The installation 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)

Who should attend

  • Installation Engineers
  • System Administrators
  • Database Administrators
  • Sales Engineers

Prerequisites

  • Working knowledge of Windows 2003 Server, Windows XP
  • Basic knowledge of SQL Server 2005
  • Basic knowledge of JBoss Java EE Application Servers
  • Basic knowledge of Microsoft Internet Information Services (IIS)
  • Cisco Unified CCE version 8.x

Course Objectives

Upon completing this course, you will be able to:

  • Describe, at a high level, the features of Cisco Unified EIM and Cisco Unified WIM
  • Describe the architecture of Cisco Unified EIM and Cisco 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

Detailed Course Outline

Module 1: Understanding the Features of Cisco Unified EIM and Cisco Unified WIM

  • Feature Overview
    • Overview of Cisco Unified EIM and Cisco Unified WIM
    • Cisco Unified E-Mail Interaction Manager
    • Cisco Unified Web Interaction Manager
    • Voice Web Interaction
    • Shared Functionality
  • Integration Overview
    • Cisco Unified Contact Center Enterprise Hosted Integration
    • Scope of Integration

Module 2: Architecture Installation Planning and Environment Installation

  • Architecture
    • J2EE Architecture of Cisco Unified EIM and Cisco Unified WIM
    • Integrated Components
    • User Interface Architecture
    • Distributed Services Management
    • Reports Infrastructure
  • Sizing Server Software and Hardware (sizing) Requirements
    • End-User Environment
    • Customer Environment
    • Server Environment
    • Server Hardware Sizing
  • JBoss Instance
    • Installing JBoss
    • Creating a JBoss Instance
  • Installing Cisco Unified E-Mail and Web Interaction Manager
    • Packaging and Bundling
    • Installing Cisco Unified E-Mail and Web Interaction Manager
    • Starting Cisco Interaction Manager

Module 3: User Management

  • User Management
    • Users
    • Adding Standalone Users
    • Roles
    • Permissions
  • Creating Groups
    • Creating a User Group
    • Adding Roles to a Group
    • Adding Users to a Group
    • Permissions

Module 4: The Knowledge Base

  • Knowledge Base Basics
    • The Purpose of the Knowledge Base
    • Basic Concepts of the Knowledge Base
    • Key Features
  • Special Functions of the Knowledge Base
    • Accessing the Knowledge Base
    • Navigating to the Shared Content Folder
    • General Knowledge-Base Management
    • Special Functions
    • Manage Approval Process

Module 5: Administration

  • System Administration
    • Administration Console
    • Email Functions
  • Configuring Workflows
    • General Flow of an Email through the Workflow
    • Queues
    • Creating Queues
    • Basic Components of a Workflow

Module 6: Agent Console

  • The E-Mail Agent
    • Agent Console User Interface
    • Setting Agent Options and Availability
  • Pinning, Pulling, and Transferring Activities
    • Pinning, Pulling, and Transferring Activities
    • Searching
  • The Information Pane
    • Overview of the Information Pane
    • Replying to E-Mails

Module 7: Cisco Unified CCE Integration and Configuration

  • The Integrated System
    • Block Diagram and Integration Protocols
    • Cisco Unified EIM and Cisco Unified WIM Components
    • Unified CCE Components
    • Integrated Flow, Messages, and Mappings
    • Configuration Mappings
  • Unified CCE Configuration
    • Configure a Network Voice Response Unit (VRU)
    • Configure a Media Routing Peripheral Gateway (MR PG)
    • Configure the Agent Desk Settings
    • Configure an Agent Peripheral Gateway (Agent PG)
    • Configure the ICM CTI Server
    • Configure an Application Instance
    • Configure a Media Class
    • Configure Media Routing Domains (MRDs)
    • Configure an Application Path
    • Configure Skill Groups and Services
    • Configure Agents
    • Configure Device Targets/Labels
    • Configure Call Types
    • Configure a Dialed Number / Script Selector Default Label
    • Configure Expanded Call Variables (ECC)
  • Scripting
    • Basic Scripting
    • Scheduling a Script
  • Post Installation Integration
    • Running the Post-Install Integration Wizard
    • The Post Installation Cisco Interaction Manager Configuration
    • Configuring the Workflow and Queue to Utilize the Integrated System
    • Enable Expanded Call Context (ECC) Variables
    • Configuring Cisco Unified EIM to use the Expanded Call Variable
    • Utilizing the Call Variable in a Script
  • Fault Tolerance
    • Fault Tolerance
    • Failover Capability of the MR PG and EAAS Connection
    • Failover Capability of the CTI Server and Listener Connection

Module 8: Cisco Unified Web Interaction Manager

  • Cisco Media Blender 7.1
    • Architecture
    • Integration with Cisco Interaction Manager and Cisco Unified CCE
    • Web Callback and Blended Collaboration
    • Troubleshooting
  • Cisco Unified WIM Templates and Entry Points
    • Web Templates
    • Unified WIM Queues
    • Cisco Unified WIM Entry Points
  • Conducting Chat Sessions
    • Chat Inbox
    • Web Collaboration Page Push
    • Chat Transfer

Module 9: Management Tools: Monitors and Reporting

  • Using Management Tools: Monitors and Reports
    • Supervisory Tools
    • Reports
  • Multichannel Reporting
    • Web View Integration
    • Web View Reports

Module 10: Tactics for Troubleshooting

  • Troubleshooting - Startup
    • Initial Startup Issues
  • Troubleshooting Servers
    • Server-based Issues
    • Troubleshooting Methodologies for Server-based Issues
  • Troubleshooting Processes
    • Distributed Services Management
    • User Interface Debugging Tools

Lab Outline

  • Demonstrate an Email Message Flow
  • Demonstrate a Chat Message Flow
  • Verifying and Preparing the Environment
  • Install and Start a Single-Server Configuration
  • Set up the Administration/Agent Workstation
  • Manage Users
  • Manage Folders
  • Manage Articles
  • Manage Macros
  • Manage the Knowledge Base
  • Manage Approval Processes
  • Manage Business Settings
  • Manage E-Mail Functions
  • Manage Workflows
  • Manage Archive Jobs
  • Manage User Options
  • Transfer and Pull Activities
  • Search for Information
  • Manage Activities and Cases
  • Manage Customer Information
  • Manage Tasks and E-Mails
  • Prepare Cisco Unified CCE for the Integration
  • Perform a Post-Installation Integration
  • Perform Post-Installation Cisco Unified EIM and Cisco Unified WIM Configuration
  • Test the System
  • Prepare Cisco Media Blender for the Integration
  • Create a Chat Entry Point
  • Conduct a Chat Session in Cisco Unified WIM
  • Monitor Chat Sessions
  • Troubleshoot Cisco Interaction Manager 4.4.1
Classroom Training

Duration 5 days

Price
  • United States: US$ 3,695
  • Cisco Learning Credits: 37 CLC
Enroll now
Online Training
Price
  • United States: US$ 3,695
  • Cisco Learning Credits: 37 CLC
Enroll now