EncartaLabs

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

( Duration: 5 Days )

The Cisco Unified E-Mail and Web Interaction Manager Enterprise (UEIME) training course 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.

By attending Cisco Unified E-Mail and Web Interaction Manager Enterprise (UEIME) workshop, attendees will learn:

  • Features and functions of Cisco Unified EIM and Cisco Unified WIM for Cisco Unified Contact Center Enterprise (CCE)
  • Architecture of Unified EIM and Unified WIM
  • Manage new users, roles, groups, and queues
  • Configure Cisco Unified EIM and Cisco Unified WIM
  • Create and manage an entire Knowledge Base
  • Create and manage workflows
  • Use of the Agent Console
  • Integration and configuration of Cisco Unified CCE
  • Manage the web chat system
  • Examine supervisory tools, monitor agent work, join chat sessions, and create and use monitors and reports
  • Troubleshoot Cisco Unified EIM and Cisco Unified WIM issues and configure Cisco Unified CCE

The Cisco Unified E-Mail and Web Interaction Manager Enterprise (UEIME) class is ideal for:

  • 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

COURSE AGENDA

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

Encarta Labs Advantage

  • One Stop Corporate Training Solution Providers for over 4,000 Modules on a variety of subjects
  • All courses are delivered by Industry Veterans
  • Get jumpstarted from newbie to production ready in a matter of few days
  • Trained more than 50,000 Corporate executives across the Globe
  • All our trainings are conducted in workshop mode with more focus on hands-on sessions

View our other course offerings by visiting http://encartalabs.com/course-catalogue-all.php

Contact us for delivering this course as a public/open-house workshop/online training for a group of 10+ candidates.

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