This course is intended for engineers and administrators responsible for installing and maintaining Cisco Unified Web and E-Mail Interaction Manager deployments 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).

Target Audience

Individuals involved in the implementation, configuration and support of Cisco Unified EIM and Cisco Unified WIM with Cisco Unified CCE or Cisco Unified Contact Center Hosted.

Objectives

After completing this course you should be able to:

• 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

Attendees should meet the following prerequisites:

• 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

Testing and Certification

Recommended as preparation for the following exams:

• There is currently no exam aligned to this course, attendance is required though for partners looking to attain Cisco UCCE ATP Accreditation.

Course Content

Features of Cisco Unified EIM and Cisco Unified WIM

• Feature Overview
• Integration Overview

Architecture Installation Planning and Environment Installation

• Architecture
• Planning
• Sizing Server Software and Hardware Requirements
• JBoss Instance
• Installing Cisco Unified E-Mail and Web Interaction Manager

User Management

• User Management
• Creating Groups

The Knowledge Base

• Knowledge Base Basics
• Special Functions of the Knowledge Base

Administration

• System Administration
• Configuring Workflows

Agent Console

• The E-Mail Agent
• Pinning, Pulling and Transferring Activities
• The Information Pane

Cisco Unified CCE Integration and Configuration

• The Integrated System
• Unified CCE Configuration
• Scripting
• Post Installation Integration
• Fault Tolerance

Cisco Unified Web Interaction Manager

• Cisco Media Blender 7.1
• Cisco Unified WIM Templates and Entry Points
• Conducting Chat Sessions

Management Tools: Monitors and Reporting

• Using Management Tools: Monitors and Reports
• Multichannel Reporting

Tactics for Troubleshooting

• Troubleshooting- Startup
• Troubleshooting Servers
• Troubleshooting Processes

Labs:

• Lab 2-1: Verify and Prepare 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
• Lab 7-2: Perform a Post-Installation Integration
• Lab 7-3: Performing 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: Cisco Interaction Manager 4.3 Troubleshooting