Description
The Course Name: UEIME – Cisco Unified E-Mail and Web Interaction Manager Enterprise v2.0
The Duration: 5 Days
The Overview:
The purpose of this course is to teach participants how to install and maintain 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).
What You Will Learn:
- How to describe, at a high level, the features of Cisco Unified EIM and Cisco Unified WIM
- How to describe the architecture of Cisco Unified EIM and Cisco Unified WIM
- How to understand user management
- How to create and manage an entire Knowledge Base
- How to understand administration
- How to describe the use of the Agent Console
- How to describe Cisco Unified CCE Integration and Configuration
- How to manage Cisco Unified Web Interaction Manager
- How to describe management tools for monitoring and reporting
- How to understand tactics for troubleshooting
The Course Index:
- Features of Cisco Unified EIM and Cisco Unified WIM
- Features
- Components and Integration
- Architecture Installation Planning and Environment Installation
- Architecture • Planning
- Sizing Server Software and Hardware
- Creating WebLogic Domains
- Installing Cisco Unified EIM and Cisco Unified WIM
- User Management • Managing Users
- Creating Groups and Queues
4. The Knowledge Base
- Knowledge Base Basics
- Knowledge Base Special Functions
- Administration • Configuring System Administration
- Configuring Workflows
- 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
- 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
- Troubleshooting • Troubleshooting at Startup
- Troubleshooting Servers • Troubleshooting Processes
Labs:
Lab 1-1: Demonstrate an E-mail Message Flow
Lab 1-2: Demonstrate a Chat Message Flow
Lab 2-1: Verifying and Preparing the Environment
Lab 2-2: Installing and Starting a Single-Server Configuration
Lab 3-0: Setting up the Administration/Agent Workstation
Lab 3-1: Managing Users
Lab 4-1: Managing Folders
Lab 4-2: Managing Articles
Lab 4-3: Managing Macros
Lab 4-4: General Knowledge Base Management
Lab 4-5: Managing Approval Processes
Lab 5-1: Managing Business Settings
Lab 5-2: Managing E-Mail Functions
Lab 5-3: Managing Work Flows
Lab 5-4: Managing Archive Jobs
Lab 6-1: Managing User Options
Lab 6-2: Transferring and Pulling Activities
Lab 6-3: Searching for Information
Lab 6-4: Managing Activities and Cases
Lab 6-5: Managing Customer Information
Lab 6-6: Managing Tasks and E-Mails
Lab 7-1: Preparing Cisco Unified CCE for the Integration Lab
Lab 7-2: Performing a Post-Installation Integration
Lab 7-3: Performing Post-Installation Cisco Unified EIM and Cisco Unified WIM Configuration
Lab 7-4: Testing the System
Lab 8-1: Creating a Chat Entry Point
Lab 8-2: Conducting a Chat Session in Cisco Unified WIM
Lab 9-1: Monitoring Chat Sessions
Lab 10-1: Troubleshoot Cisco Interaction Manager 4.4.1