Implementing Cisco Unified E-Mail and Web Interaction Manager Enterprise Equitrain

Course details

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).

Target Audience

This course is designed for:

  • Individualswho will implement, configure, and support Cisco Unified EIM and Cisco Unified WIM with Cisco Unified CCE or Cisco Unified Contact Center Hosted


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

Course Outline

Features of Cisco Unified EIM and Cisco Unified WIM

  • Defining Features
  • Defining Components and Integration

Architecture Installation Planning and Environment Installation

  • Describing the Architecture
  • Planning
  • Sizing Server Software and Hardware
  • Creating WebLogic Domains
  • Installing Cisco Unified EIM and Cisco Unified WIM

User Management

  • Managing Users
  • Creating Groups and Queues

The Knowledge Base

  • Understanding Knowledge Base Basics
  • Understanding Knowledge Base Special Functions


  • Configuring System Administration
  • Configuring Workflows

Agent Console

  • Understanding the E-Mail Agent
  • Pinning, Pulling, and Transferring Activities
  • Navigating the Information Pane

Cisco Unified CCE Integration and Configuration

  • Describing the Integrated System
  • Configuring Unified CCE
  • Integrating Postinstallation
  • Describing Fault Tolerance

Cisco Unified Web Interaction Manager

  • Managing Web Templates and Entry Points
  • Conducting Chat Sessions

Management Tools: Monitors and Reporting

  • Using Management Tools: Monitors and Reports
  • Reporting Across Channels: Web View

Tactics for Troubleshooting

  • Troubleshooting at Startup
  • Troubleshooting Servers
  • Troubleshooting Processes

About Equitrain

EquiTrain –a pision of Equinox International- equips organizations with IT skills that are the lifeblood of modern corporate life, as Theyll as the professional expertise required for ensuring productivity and to remain competitive now and tomorrow.

At EquiTrain, They tailor end-to-end training solutions that incorporate both IT and business consultancy to the specific needs of each inpidual customer. They can equip yTheir IT professionals with all they need to quickly maximize yTheir new technology investments as Theyll as pushing forward absolute beginners on their road to IT proficiency.

They offer a broad range of IT and Management training cTheirses and certifications from top technology vendors with a choice of on-site or offsite, public or closed and local or abroad training. Their portfolio of cTheirses is supplemented by Their strategic training alliance with world's leading providers of learning solutions.

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