| |
| Duration: |
Description
Cisco Unified E-Mail and Web Interaction Manager
Enterprise (UEIME) v1.1 is intended for installation engineers, system
administrators, database administrators, sales engineers, and others
who are responsible for installing and maintaining the Cisco Unified
Web and E-Mail Interaction Manager installation, which 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). Objectives
- Describe, at a high level, the features and functions of Cisco
Unified EIM and Cisco Unified WIM for Cisco Unified Contact Center
Enterprise (CCE)
- Describe the 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
- Describe the use of the Agent Console
- Describe of the integration and configuration of Cisco Unified CCE
- Manage the web chat system
- Describe 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
- 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
Who Should Attend
- The primary audience for this course is as follows:
- People who will implement, configure, and support Cisco Unified EIM
and Cisco Unified WIM with Cisco Unified CCE or Cisco Unified Contact
Center Hosted
- The secondary audience for this course is as follows:
- People who will be system users on Cisco Unified EIM and Cisco
Unified WIM with Cisco Unified CCE and Cisco Unified Contact Center
Hosted
|
