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UEIME: Implementing Cisco Unified E-Mail and Web Interaction Manager Enterprise 2.0

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Cisco Interaction Manager provides the capability for agents to selectively handle E-Mail, chat, web collaboration, and voice requests using an integrated platform for task assignment using workflow conditions, routing scripts, and socket communication involving Cisco Unified Contact Center Enterprise (Unified CCE), with accessibility and interoperability of both within the Cisco Agent Desktop (Cisco AD) Embedded Browser. This five day instructor-led course will define the tasks necessary for implementation, configuration, and support of Unified Email Interaction Manager and Unified Web Interaction Manager, the components that make up the Cisco Interaction Manager.

A complete technical installation, configuration and integration course for Cisco Unified EIM and WIM and Unified CCE. The course is for sales engineers, installers, consultants, application support staff and IT personnel who will be able to perform all aspects of the installation and maintenance of the Cisco Unified EIM and WIM applications.

Course Objectives

After completing this course the student should be able to:

  • Define and describe the features and functions of the Unified EIM and Unified WIM for Unified CCE
  • Define and describe deployment models for Unified EIM and Unified WIM
  • Design a for Unified EIM and Unified WIM lab or production system
  • Create and manage an entire knowledge base
  • Configure the Cisco Unified EIM and Unified WIM
  • Install, configure, test, customize and maintain Unified EIM and Unified WIM
  • Design, create and manage workflows
  • Define and describe the processes required to configure and integrate Unified EIM and Unified WIM with UCCE
  • Describe common issues and troubleshooting methodologies when troubleshooting Unified EIM and Unified WIM.

Course Content

  • Understanding the Features of Cisco Unified EIM and Cisco Unified WIM
  • Feature Overview
  • Integration Overview 
  • Architecture Installation Planning and Environment Installation
  • Architecture
  • Sizing Server Software and Hardware (sizing) Requirements
  • JBoss Instance
  • Installing Cisco Unified E-Mail and Web Interaction Manager 
  • User Management
  • User Management 
  • Creating Groups
  • The Knowledge Base
  • Knowledge Base Basics
  • Special Functions of the Knowledge Base
  • Administration
  • System Administration
  • Configuring Workflows 

Target Audience

  • Customer
  • Employee
  • Channel Partners/Resellers

Course Duration

5 days

Suggested Pre-requisites

The knowledge and skills that a student must have before attending this course are as follows:

  • Working knowledge of Windows 2003 Server, Windows XP and SQL Server 2000
  • ICM parts 1 and 2

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