UEIME - Cisco Unified E-Mail and Web Interaction Manager Enterprise v2.0 Eğitimi

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Eğitim Tipi ve Süresi

3 Days ILT    
Eğitim Sağlayıcı ve Kategori

Cisco  » Contact Center Eğitimler
Cisco  » Collaboration, Voice, Video, and Contact Center Training Eğitimler

COURSE OVERVIEW

UEIME v2.0 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.

 

WHAT YOU'LL 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

 

OUTLINE

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

 

WHO SHOULD ATTEND

  • 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



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