Implementing Cisco Unified E-Mail and Web Interaction Manager Enterprise (UEIME)

Detailed Outlines

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

Objectives and Pre-requisites

Course Objectives

Cisco Interaction Manager provides the capability for agents to selectively handle E-Mail, chat, web collaboration, and voice requests using an integrated platform for task assignment using workflow conditions, routing scripts, and socket communication involving Cisco Unified Contact Center Enterprise 7.5 (Unified CCE), with accessibility and interoperability of both within the Cisco Agent Desktop (Cisco AD) Embedded Browser. This five day instructor-led course will define the tasks necessary for implementation, configuration, and support of Unified Email Interaction Manager and Unified Web Interaction Manager, the components that make up the Cisco Interaction Manager.


The knowledge and skills you must have before attending this course are as follows:

  • Working knowledge of Windows 2003 Server, Windows XP
  • Basic knowledge of SQL Server 2000
  • Basic knowledge of WebLogic and WebLogic Domains
  • Basic knowledge of IIS
  • Unified Contact Center Enterprise (Unified CCE), Hosted or Unified ICM Architecture and Configuration
  • Working knowledge of:
    • ICM features
    • ICM components and architecture (how each component connects with one another to form the Enterprise system)
    • ICM installation
    • System IPCC features and installation
    • Setting up a voice script in ICM
    • Working with ICM Script Editor to configure routing scripts
    • Configuration of Call Manager to interface with ICM

Classroom training
Duration: 5 days
Price: US$ ----
 CLC: 37

Course Schedule:
Egypt, Cairo, 13 Jan 2015
Dubai, 22 Mar, 2015
Qatar, Doha, 19 Apr 2015

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