Network Training - Course Details

UEIMEv20-CUEMWIME UEIME v2.0 - Cisco Unified E-Mail and Web Interaction Manager Enterprise

Network Training Course Description:
UEIME v2.0 is intended for installation engineers, system administrators, database administrators, sales engineers, and others who are responsible for installing and maintaining Cisco Unified Web and E-Mail Interaction Manager, including a common platform and either Cisco Unified E-Mail Interaction Manager (EIM) or Cisco Unified Web Interaction Manager (WIM) or both.
Network Training Course Duration:
Network Training Course Target Audience:
Individuals who will implement, configure, and support Cisco Unified EIM and Cisco Unified WIM with Cisco Unified CCE or Cisco Unified Contact Center Hosted,Individuals who will be system users on Cisco Unified EIM and Cisco Unified WIM with Cisco Unified CCE and Cisco Unified Contact Center Hosted
Network Training Course Prerequisite:
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
Course Content:

  • 1. Features of Cisco Unified EIM and Cisco Unified WIM

    • Features
    • Components and Integration

  • 2. Architecture Installation Planning and Environment Installation

    • Architecture
    • Planning
    • Sizing Server Software and Hardware
    • Creating WebLogic Domains
    • Installing Cisco Unified EIM and Cisco Unified WIM

  • 3. User Management

    • Managing Users
    • Creating Groups and Queues

  • 4. The Knowledge Base

    • Knowledge Base Basics
    • Knowledge Base Special Functions

  • 5. Administration

    • Configuring System Administration
    • Configuring Workflows

  • 6. 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

  • 8. 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

  • 10. Troubleshooting

    • Troubleshooting at Startup
    • Troubleshooting Servers
    • Troubleshooting Processes

  • 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