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CISCO Training Course Details
 
 
UEIME v1.1 - Cisco Unified E-Mail and Web Interaction Manager Enterprise
 
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
 
Course Outline
 
  • Module 1: Features of Cisco Unified EIM and Cisco Unified WIM
    • Lesson 1: Defining Features
    • Lesson 2: Defining Components and Integration
  • Module 2: Architecture Installation Planning and Environment Installation
    • Lesson 1: Describing the Architecture
    • Lesson 2: Planning
    • Lesson 3: Sizing Server Software and Hardware
    • Lesson 4: Creating WebLogic Domains
    • Lesson 5: Installing Cisco Unified EIM and Cisco Unified WIM
  • Module 3: User Management
    • Lesson 1: Managing Users
    • Lesson 2: Creating Groups and Queues
  • Module 4: The Knowledge Base
    • Lesson 1: Understanding Knowledge Base Basics
    • Lesson 2: Understanding Knowledge Base Special Functions
  • Module 5: Administration
    • Lesson 1: Configuring System Administration
    • Lesson 2: Configuring Workflows
  • Module 6: Agent Console
    • Lesson 1: Understanding the E-Mail Agent
    • Lesson 2: Pinning, Pulling, and Transferring Activities
    • Lesson 3: Navigating the Information Pane
  • Module 7: Cisco Unified CCE Integration and Configuration
    • Lesson 1: Describing the Integrated System
    • Lesson 2: Configuring Unified CCE
    • Lesson 3: Integrating Postinstallation
    • Lesson 4: Describing Fault Tolerance
  • Module 8: Cisco Unified Web Interaction Manager
    • Lesson 1: Managing Web Templates and Entry Points
    • Lesson 2: Conducting Chat Sessions
  • Module 9: Management Tools: Monitors and Reporting
    • Lesson 1: Using Management Tools: Monitors and Reports
    • Lesson 2: Reporting Across Channels: Web View
  • Module 10: Troubleshooting
    • Lesson 1: Troubleshooting at Startup
    • Lesson 2: Troubleshooting Servers
    • Lesson 3: Troubleshooting Processes
 
 
 
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