Cisco
Technology
Collaboration, Voice and Video
Cisco Collaboration, Voice and Video Training (UEIME)
Cisco Unified Email 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 Email Interaction Manager v4.4.1 installation, which includes a common platform and one or both of the following applications: Cisco Unified Email Interaction Manager (EIM) and Cisco Unified Web Interaction Manager (WIM). This Cisco Collaboration training should be taken by students who have a basic understanding of Windows 2003 Server, Windows XP, Microsoft SQL Server 2005, JBoss Java EE Application Servers, Cisco Unified CCE version 8.x, and IIS. Find additional Cisco Collaboration course details below.
About the course
Prerequisites:
The knowledge and skills that a learner should have before attending this course are as follows:
- 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 Objectives:
Upon completing this course, the learner 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
Course content
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
Lab Outline:
Labs are designed to assure learners a whole practical experience, through the following practical activities:
- Lab 1-1: Demonstrate an Email Message Flow
- Lab 1-2: Demonstrate a Chat Message
- Lab 2-1: Verifying and Preparing the Environment
- Lab 2-2: Install and Start a Single-Server Configuration
- Lab 2-3: Set up the Administration/Agent Workstation
- Lab 3-1: Manage Users
- Lab 4-1: Manage Folders
- Lab 4-2: Manage Articles
- Lab 4-3: Manage Macros
- Lab 4-4: Manage the Knowledge Base
- Lab 4-5: Manage Approval Processes
- Lab 5-1: Manage Business Settings
- Lab 5-2: Manage E-Mail Functions
- Lab 5-3: Manage Workflows
- Lab 5-4: Manage Archive Jobs
- Lab 6-1: Manage User Options
- Lab 6-2: Transfer and Pull Activities
- Lab 6-3: Search for Information
- Lab 6-4: Manage Activities and Cases
- Lab 6-5: Manage Customer Information
- Lab 6-6: Manage Tasks and E-Mails
- Lab 7-1: Prepare Cisco Unified CCE for the Integration
- Lab 7-2: Perform a Post-Installation Integration
- Lab 7-3: Perform Post-Installation Cisco Unified EIM and Cisco Unified WIM Configuration
- Lab 7-4: Test the System
- Lab 8-1: Prepare Cisco Media Blender for the Integration
- Lab 8-2: Create a Chat Entry Point
- Lab 8-3: Conduct a Chat Session in Cisco Unified WIM
- Lab 9-1: Monitor Chat Sessions
- Lab 10-1: Troubleshoot Cisco Interaction Manager 4.4.1
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