Implementing Cisco Unified E-Mail and Web Interaction Manager Enterprise

Course details

Overview:

The Implementing Cisco Unified E-Mail and Web Interaction Manager Enterprise (UEIME)course is intented for installation engineers, system administrators, database administrators, sales engineers, and others who are responsible for installing and maintaining the Cisco Unified Web and E-Mail Interaction Manager installation, 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).

Objectives:

• Upon completing this course, the learner will be able to meet these overall objectives:
• Describe, at a high level, the features and functions of Cisco
• Unified EIM and Cisco Unified WIM for Cisco Unified
• Contact Center Enterprise (CCE)
• Describe the 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
• Describe the use of the Agent Console
• Describe of the integration and configuration of Cisco Unified CCE
• Manage the web chat system
• Describe 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

Content:

• Features of Cisco Unified EIM and Cisco Unified WIM
• Architecture Installation Planning and Environment Installation
• User Management
• The Knowledge Base
• Administration
• Agent Console
• Cisco Unified CCE Integration and Configuration
• Cisco Unified Web Interaction Manager
• Management Tools: Monitors and Reporting
• Tactics for Troubleshooting