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Unified E-Mail and Web Interaction Manager Enterprise (UEIME v2.0)

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About this Course

Cisco Unified E-Mail and Web Interaction Manager Enterprise (UEIME) v2.0 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 v4.4.1 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).

Audience Profile

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

At Course Completion

Upon completing this course, the student will be able to meet these overall objectives:

  • 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

Prerequisites

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

Course Outline

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

Lesson 1: 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

Lesson 2: Integration Overview

  • Cisco Unified Contact Center Enterprise Hosted Integration
  • Scope of Integration

Module 2: Architecture Installation Planning and Environment Installation

Lesson 1: Architecture

  • J2EE Architecture of Cisco Unified EIM and Cisco Unified WIM
  • Integrated Components
  • User Interface Architecture
  • Distributed Services Management
  • Reports Infrastructure

Lesson 3: Sizing Server Software and Hardware (sizing) Requirements

  • End-User Environment
  • Customer Environment
  • Server Environment
  • Server Hardware Sizing

Lesson 4: JBoss Instance

  • Installing JBoss
  • Creating a JBoss Instance

Lesson 5: 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

Lesson 1: User Management

  • Users
  • Adding Standalone Users
  • Roles
  • Permissions

Lesson 2: Creating Groups

  • Creating a User Group
  • Adding Roles to a Group
  • Adding Users to a Group
  • Permissions

Module 4: The Knowledge Base

Lesson 1: Knowledge Base Basics

  • The Purpose of the Knowledge Base
  • Basic Concepts of the Knowledge Base
  • Key Features

Lesson 2: 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

Lesson 1: System Administration

  • Administration Console
  • Email Functions

Lesson 2: Configuring Workflows

  • General Flow of an Email through the Workflow
  • Queues
  • Creating Queues
  • Basic Components of a Workflow

Module 6: Agent Console

Lesson 1: The E-Mail Agent

  • Agent Console User Interface
  • Setting Agent Options and Availability

Lesson 2: Pinning, Pulling, and Transferring Activities

  • Pinning, Pulling, and Transferring Activities
  • Searching

Lesson 3: The Information Pane

  • Overview of the Information Pane
  • Replying to E-Mails

Module 7: Cisco Unified CCE Integration and Configuration

Lesson 1: 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

Lesson 2: 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)

Lesson 3: Scripting

  • Basic Scripting
  • Scheduling a Script

Lesson 4: 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

Lesson 5: 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

Lesson 1: Cisco Media Blender 7.1

  • Architecture
  • Integration with Cisco Interaction Manager and Cisco Unified CCE
  • Web Callback and Blended Collaboration
  • Troubleshooting

Lesson 2: Cisco Unified WIM Templates and Entry Points

  • Web Templates
  • Unified WIM Queues
  • Cisco Unified WIM Entry Points

Lesson 3: Conducting Chat Sessions

  • Chat Inbox
  • Web Collaboration Page Push
  • Chat Transfer

Module 9: Management Tools: Monitors and Reporting

Lesson 1: Using Management Tools: Monitors and Reports

  • Supervisory Tools
  • Reports

Lesson 2: Multichannel Reporting

  • Web View Integration
  • Web View Reports

Module 10: Tactics for Troubleshooting

Lesson 1: Troubleshooting - Startup

  • Initial Startup Issues

Lesson 2: Troubleshooting Servers

  • Server-based Issues
  • Troubleshooting Methodologies for Server-based Issues

Lesson 3: Troubleshooting Processes

  • Distributed Services Management
  • User Interface Debugging Tools