UEIME – Cisco Unified E-Mail and Web Interaction Manager Enterprise v2.0 – Knowledge Club

UEIME – Cisco Unified E-Mail and Web Interaction Manager Enterprise v2.0

Teacher

Mandy Jackson

Category

CISCO Collaboration Cisco Contact Center Enterprise

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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:

 

  1. Features of Cisco Unified EIM and Cisco Unified WIM
  • Features
  • Components and Integration
  1. Architecture Installation Planning and Environment Installation
  • Architecture
• Planning
  • Sizing Server Software and Hardware
  • Creating WebLogic Domains
  • Installing Cisco Unified EIM and Cisco Unified WIM
  1. User Management
• Managing Users
  • Creating Groups and Queues

4. The Knowledge Base

  • Knowledge Base Basics
  • Knowledge Base Special Functions
  1. Administration
• Configuring System Administration
  • Configuring Workflows
  1. 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
  1. 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
  1. 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

Our Main Teachers

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Price : Free

Max Availability : 20

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