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START DATE END DATE CLASS TIMINGS MODE LOCATION ACTION
12/17/2018 12/21/2018
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03/11/2019 03/15/2019
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06/03/2019 06/07/2019
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Live Online
08/26/2019 08/30/2019
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11/11/2019 11/15/2019
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Live Online

Unified E-Mail and Web Interaction Manager Enterprise (UEIME v2.0)

Course Overview

After finishing this course, the understudy will have the capacity to meet these general goals:

  • Depict, at an abnormal state, the highlights of Cisco Unified EIM and Cisco Unified WIM
  • Depict the design of Cisco Unified EIM and Cisco Unified WIM
  • Comprehend client administration
  • Make and deal with a whole Knowledge Base
  • Comprehend organization
  • Depict the utilization of the Agent Console
  • Depict Cisco Unified CCE Integration and Configuration
  • Oversee Cisco Unified Web Interaction Manager
  • Depict administration apparatuses for observing and revealing
  • Comprehend strategies for investigating

Prerequisites

  • Working learning of Windows 2003 Server and Windows XP
  • Fundamental information of Microsoft SQL Server 2005
  • Fundamental information JBoss Java EE Application Servers
  • Fundamental learning of Microsoft Internet Information Services (IIS)
  • Cisco Unified CCE form 8.x

Unified E-Mail and Web Interaction Manager Enterprise (UEIME v2.0)

Course Outline

Module 1: Understanding the Features of Cisco Unified EIM and Cisco Unified WIM

Lesson 1: Feature Overview

Review of Cisco Unified EIM and Cisco Unified WIM

Cisco Unified E-Mail Interaction Manager

Cisco Unified Web Interaction Manager

Voice Web Interaction

Shared Functionality

Lesson 2: Integration Overview

Cisco Unified Contact Center Enterprise Hosted Integration

Extent of Integration

Module 2: Architecture Installation Planning and Environment Installation

Lesson 1: Architecture

J2EE Architecture of Cisco Unified EIM and Cisco Unified WIM

Incorporated Components

UI Architecture

Conveyed Services Management

Reports Infrastructure

Lesson 3: Sizing Server Software and Hardware (estimating) Requirements

End-User Environment

Client Environment

Server Environment

Server Hardware Sizing

Lesson 4: JBoss Instance

Introducing JBoss

Making a JBoss Instance

Lesson 5: Installing Cisco Unified E-Mail and Web Interaction Manager

Bundling and Bundling

Introducing Cisco Unified E-Mail and Web Interaction Manager

Beginning Cisco Interaction Manager

Module 3: User Management

Lesson 1: User Management

Clients

Including Standalone Users

Parts

Consents

Lesson 2: Creating Groups

Making a User Group

Adding Roles to a Group

Adding Users to a Group

Consents

Module 4: The Knowledge Base

Lesson 1: Knowledge Base Basics

The Purpose of the Knowledge Base

Essential Concepts of the Knowledge Base

Key Features

Lesson 2: Special Functions of the Knowledge Base

Getting to the Knowledge Base

Exploring to the Shared Content Folder

General Knowledge-Base Management

Unique Functions

Oversee Approval Process

Module 5: Administration

Lesson 1: System Administration

Organization Console

Email Functions

Lesson 2: Configuring Workflows

General Flow of an Email through the Workflow

Lines

Making Queues

Fundamental Components of a Workflow

Module 6: Agent Console

Lesson 1: The E-Mail Agent

Operator Console ? User Interface

Setting Agent Options and Availability

Lesson 2: Pinning, Pulling, and Transferring Activities

Sticking, Pulling, and Transferring Activities

Looking

Lesson 3: The Information Pane

Review of the Information Pane

Answering to E-Mails

Module 7: Cisco Unified CCE Integration and Configuration

Lesson 1: The Integrated System

Square Diagram and Integration Protocols

Cisco Unified EIM and Cisco Unified WIM Components

Bound together CCE Components

Coordinated Flow, Messages, and Mappings

Design Mappings

Lesson 2: Unified CCE Configuration

Design a Network Voice Response Unit (VRU)

Design a Media Routing Peripheral Gateway (MR PG)

Design the Agent Desk Settings

Design an Agent Peripheral Gateway (Agent PG)

Design the ICM CTI Server

Design an Application Instance

Design a Media Class

Design Media Routing Domains (MRDs)

Design an Application Path

Design Skill Groups and Services

Design Agents

Design Device Targets/Labels

Design Call Types

Design a Dialed Number/Script Selector Default Label

Design Expanded Call Variables (ECC)

Lesson 3: Scripting

Fundamental Scripting

Booking a Script

Lesson 4: Post Installation Integration

Running the Post-Install Integration Wizard

The Post Installation Cisco Interaction Manager Configuration

Designing the Workflow and Queue to Utilize the Integrated System

Empower Expanded Call Context (ECC) Variables

Designing Cisco Unified EIM to utilize the Expanded Call Variable

Using the Call Variable in a Script

Lesson 5: Fault Tolerance

Adaptation to non-critical failure

Failover Capability of the MR PG and EAAS Connection

Failover Capability of the CTI Server and Listener Connection

Module 8: Cisco Unified Web Interaction Manager

Lesson 1: Cisco Media Blender 7.1

Design

Combination with Cisco Interaction Manager and Cisco Unified CCE

Web Callback and Blended Collaboration

Investigating

Lesson 2: Cisco Unified WIM Templates and Entry Points

Web Templates

Brought together WIM Queues

Cisco Unified WIM Entry Points

Lesson 3: Conducting Chat Sessions

Talk Inbox

Web Collaboration ? Page Push

Talk Transfer

Module 9: Management Tools: Monitors and Reporting

Lesson 1: Using Management Tools: Monitors and Reports

Supervisory Tools

Reports

Lesson 2: Multichannel Reporting

Web View Integration

Web View Reports

Module 10: Tactics for Troubleshooting

Lesson 1: Troubleshooting - Startup

Beginning Startup Issues

Lesson 2: Troubleshooting Servers

Server-based Issues

Investigating Methodologies for Server-based Issues

Lesson 3: Troubleshooting Processes

Appropriated Services Management

UI Debugging Tools

Lab Outline

Movement 1-1: Demonstrate an Email Message Flow

Movement 1-2: Demonstrate a Chat Message Flow

Lab 2-1: Verifying and Preparing the Environment

Undertaking 1: Verify SQL Server Authentication Settings

Undertaking 2: Verify Cisco Unified CCE Installation

Undertaking 3: Install JBoss

Undertaking 4: Create a JBoss Instance

Lab 2-2: Install and Start a Single-Server Configuration

Undertaking 1: Install a Single Server Configuration

Undertaking 2: Start Cisco Unified EIM and Cisco Unified WIM

Undertaking 3: Log in to the Business Partition

Lab 2-3: Set up the Administration/Agent Workstation

Errand 1: Configure Internet Explorer

Errand 2: Install and Configure Java

Errand 3: Log In to the Business Partition

Lab 3-1: Manage Users

Errand 1: Create a Standalone Department Administrator User

Errand 2: Create a Standalone Group

Errand 3: Assign Roles to a Group

Errand 4: Configure Permissions

Errand 5: Assign User to a Group

Errand 6: Create a Standalone User

Errand 7: Assign Users to a Group

Lab 4-1: Manage Folders

Errand 1: Create a Folder

Errand 2: Assign Permissions to a Folder

Errand 3: Copy a Folder

Errand 4: Delete a Folder

Lab 4-2: Manage Articles

Errand 1: Create an Article

Errand 2: Create Standard Articles

Errand 3: Edit an Article

Assignment 4: Make a Copy of an Article

Assignment 5: Delete an Article

Assignment 6: Add a Note to an Article

Assignment 7: Delete a Note that Is Attached to an Article

Assignment 8: View Versions of an Article

Assignment 9: Add an Attachment

Assignment 10: Delete an Attachment

Assignment 11: Add Metadata

Assignment 12: Bookmark an Article

Lab 4-3: Manage Macros

Assignment 1: Create a Usage Macro

Assignment 2: Embed a Usage Macro in Another Article

Assignment 3: Embed a Business Object Macro in another Article

Lab 4-4: Manage the Knowledge Base

Assignment 1: Rate an Article

Assignment 2: Print an Article

Assignment 3: Print all Articles in a Folder

Assignment 5: Manage Common Folders

Lab 4-5: Manage Approval Processes

Assignment 1: Create an Approval Process

Lab 5-1: Manage Business Settings

Assignment 1: Select the Default Dictionary

Assignment 2: Change the Business Time Zone

Assignment 3: Create a Shift Label

Assignment 4: Create a Day Label

Assignment 5: Create a Calendar

Assignment 6: Create a Category

Assignment 7: Create a Resolution Code

Assignment 8: Create a Service Level

Lab 5-2: Manage E-Mail Functions

Assignment 1: Create an E-Mail Alias

Assignment 2: Add the E-Mail Address to the Retriever Instance

Assignment 3: Configure Blocked Addresses

Assignment 4: Configure Blocked File Extensions

Assignment 5: Configure Delivery Exceptions

Assignment 6: Restarting the Retriever Instance

Lab 5-3: Manage Workflows

Assignment 1: Create a Cisco Unified E-Mail and Web Interaction Manager Queue

Errand 2: Assign Permissions to a Cisco E-Mail and Web Interaction Manager Queue

Assignment 3: Create an Inbound Workflow

Lab 5-4: Manage Archive Jobs

Assignment 1: Create an Archive Job

Assignment 2: Starting the Archive Process and Instance

Lab 6-1: Manage User Options

Assignment 1: Change User Settings

Assignment 2: Change User Password

Assignment 3: Update Your Personal Dictionary

Assignment 4: Change Options for Pulling Activities

Assignment 5: Configure the Availability Settings

Lab 6-2: Transfer and Pull Activities

Assignment 1: Transfer an Activity

Assignment 2: Pull an Activity

Lab 6-3: Search for Information

Assignment 1: Create a Search

Assignment 2: Save a Search

Assignment 3: Open a Saved Search

Assignment 4: Create a Search from a Saved Search

Assignment 5: Delete a Search

Assignment 6: Locate a Result in the Agent Console

Assignment 7: Export the Search Results

Assignment 8: Print the Search Results

Lab 6-4: Manage Activities and Cases

Assignment 1: Print Case Details

Assignment 2: Change the Case Due Date

Assignment 3: Change the Case Solution Description

Assignment 4: Change the Case Severity

Undertaking 5: Transfer a Case

Undertaking 6: Close a Case

Undertaking 7: View Activity Details

Undertaking 8: Print Activity Details

Undertaking 9: Change the Priority of an Existing Activity

Undertaking 10: Change the Due Date of an Existing Activity

Undertaking 11: Create a Case

Undertaking 12: Change the Case Associated with an Existing Activity

Lab 6-5: Manage Customer Information

Undertaking 1: View Customer Details

Undertaking 2: Change Customer Details

Undertaking 3: Change the Preferred Agent

Undertaking 4: Change the Customer Contact Details

Undertaking 5: Create a Customer

Lab 6-6: Manage Tasks and E-Mails

Undertaking 1: Create a Task

Undertaking 2: Complete a Task

Undertaking 3: Reply to an E-Mail

Undertaking 4: Pin and Unpin an Activity

Undertaking 5: Complete an Activity

Undertaking 6: Send and Complete an Activity

Undertaking 7: Save a Draft of a Reply

Undertaking 8: Change the From E-Mail Address

Undertaking 9: Add Addresses to the To, Cc, or Bcc Fields

Lab 7-1: Prepare Cisco Unified CCE for the Integration

Assignment 1: (Optional) Install the Administration Workstation

Assignment 2: Configure Peripheral Gateway PG1A

Assignment 3: Install Peripheral Gateway PG1A

Assignment 4: Configure CTI Server

Assignment 5: Configure a Media Class (This is a venture setting and the media classes have been made for you by the educator)

Assignment 6: Configure a Media Routing Domain

Assignment 7: Configure a Call Type

Assignment 8: Configure a Media Routing Peripheral Gateways (MR PG)

Assignment 9: Install Peripheral Gateway PG2A

Assignment 10: Start Peripheral Gateway PG1A

Assignment 11: Create the WebView Database

Assignment 12: Install the WebView Third Party Tools

Assignment 13: Install WebView

Assignment 14: Add WebView Server to Trusted Sites

Assignment 15: Ensure Browser Cache Updates

Assignment 16: Ensure Display of WebView Server Error Messages

Assignment 17: Install ciscojtapi.exe

Assignment 18: Configure a Dialed Number/Script Selector

Assignment 19: Configure a Network VRU

Assignment 20: Add the VRU to the Media Routing Peripheral Gateway

Assignment 21: Add a Network Trunk Group

Assignment 22: Configure an Application Instance

Assignment 23: Configure an Application Path

Assignment 24: Configure Agents

Assignment 25: Configure a Service

Assignment 26: Configure Skill Groups

Assignment 27: Configure a Script

Lab 7-2: Perform a Post-Installation Integration

Undertaking 1: Run the User Interface Configuration Wizard

Undertaking 2: Configure Post-Install Cisco Unified EIM and Cisco Unified WIM

Lab 7-3: Perform Post-Installation Cisco Unified EIM and Cisco Unified WIM Configuration

Undertaking 1: Configure the Listener Instance in Cisco Unified E-Mail and Web Interaction Manager

Undertaking 2: Start the Required Services and Instances in Cisco Unified E-Mail and Web Interaction Manager

Lab 7-4: Test the System

Undertaking 1: Modify the Workflow to Send Route Requests to Cisco Unified CCE

Undertaking 2: Route an E-Mail Through the System to your IPTA User

Undertaking 3: Route an E-Mail through the System to your nIPTA User

Lab 8-1: Prepare Cisco Media Blender for the Integration

Undertaking 1: Install Media Blender

Undertaking 2: Configure Cisco Media Blender

Lab 8-2: Create a Chat Entry Point

Undertaking 1: Configure a Cisco Unified Web Interaction Manager Entry Point

Lab 8-3: Conduct a Chat Session in Cisco Unified WIM

Undertaking 1: Configure and Launch a WIM Chat

Undertaking 2: Make Yourself Available in the Chat Inbox

Undertaking 3: Pull Chat Activities

Errand 4: Send Messages to the Customer

Undertaking 5: Send a Page to the Customer

Undertaking 6: Complete a Chat

Undertaking 7: View the Details of a Completed Chat Activity

Lab 9-1: Monitor Chat Sessions

Undertaking 1: Monitor a WIM Chat Session

Lab 10-1: Troubleshoot Cisco Interaction Manager 4.4.1

Undertaking 1: Troubleshoot SMTP mail server

Undertaking 2: Troubleshoot McAfee Virus security blocking port 25 for mass mailing

Undertaking 3: Troubleshoot mistaken server name or IP address for the mail server

Undertaking 4: Troubleshoot mistaken username and secret word of the mail server client

Undertaking 5: Troubleshoot messages not recovered

Undertaking 6: Troubleshoot exercises not coming to the agent?s inbox

Assignment 7: Restart the Listener example for email not recovered

Assignment 8: Check MR PIM is set to dynamic in the Administration support

Assignment 9: Check MR PIM is set to dynamic in the ICM Script Editor

Assignment 10: Check the ICM Script Editor for remedy course

Assignment 11: Check the agent?s aptitude amass affiliation

Assignment 12: Check the special case line for fizzled email notes

Assignment 13: Troubleshoot the MR PIM for fizzled email notes

Assignment 14: Check the Listener Instance

Awards