Module 1 – Feature Overview
Cisco Unified Web and E-Mail 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 CCE 5.0, with accessibility and interoperability of both within the Cisco Agent Desktop (Cisco AD) embedded browser.
Voice requests are handled in a separate pane inside Cisco AD.
Cisco Unified Web and E-Mail Interaction Manager is made up of two components. The first is Cisco Unified E-Mail Integration Manager (Cisco Unified EIM) and the second is Cisco Unified Web Integration Manager (Cisco Unified WIM).
This module will introduce the Cisco Unified Web and E-Mail Interaction Manager and the following concepts:
- Sample business workflows
- Integration components
- High-level integration components
- The language of Cisco Unified Web and E-Mail Interaction Manager
- Logical data structure
- User interface
- Permissions
- Workflow
- Activity management
- Reporting
- Calendaring
- Archiving and purging
- The knowledge base
Module 2 – Architecture / Installation
Built on a web-centric architecture, Cisco Unified Web and E-Mail Interaction Manager is a powerful application. This module will prepare the user to:
- Provide a high-level overview of the Cisco Unified Web and E-Mail Interaction Manager and Cisco Unified CCE integration and components
- Discuss the architecture of the standalone platform
- Verify the prerequisite hardware and software
- Perform a single-server standalone installation
- Launch the application
- Log on as a partition administrator
Module 3 – User Management
Proper management of system users not only provides a security benefit, but also eases the tasks that are associated with adding and providing permissions to those users.
This module will cover the following topics:
- IPTA vs. nIPTA vs. standalone users
- Cisco Unified ICM vs. Cisco Unified Web and E-Mail Interaction Manager queues
- Creating standalone users
- Roles
- Groups
- Queues
- Permissions
Module 4 – The Knowledge Base
At the heart of Cisco Unified Web and E-Mail Interaction Manager is the knowledge base. The knowledge base contains all of the pre-written responses used for both e-mail and live web interaction. In this module, we will introduce and cover all aspects of the knowledge base creation including:
- Folder management
- Article management
- Managing macros
- General knowledge base management
- Managing the approval process
- Permissions
Module 5 – General Administration and Workflows
In order to get the full functionality out of Cisco Web and E-Mail Interaction Manager, an administrator needs to configure the system. In this module, we will configure the following:
- Products
- Calendars
- Classifications
- Service levels
- E-mail functions
- Archiving
In addition to the base product configuration, we will also cover workflows.
- Workflows allow the system to use the configured data and the knowledge base in concert with one another to make business rule-based decisions on e-mail activities.
Module 6 – The E-Mail Agent
Cisco Unified Web and E-Mail Interaction Manager was built to enable agents to better perform their specific tasks. The agent functions are the most important to the successful deployment of the application. In this module, we will cover the following e-mail related functions:
- Setting agent preferences and availability
- Pulling and transferring activities
- Searching for information
- Managing activities and cases
- Managing customer information
- Replying to e-mails
Module 7 – The Integrated System
Up to this point in the course, we have considered only the standalone version of the application, unattached to Cisco Unified CCE. We will now focus on the integration components and the interaction of those components. We will cover the following:
Step 1 A block diagram of key components
- Key component description
- System flows
- Cisco Unified Web and E-Mail Interaction Manager user interfaces (integration points only)
- Historical reporting client
- High-availability fault tolerance
Module 8 – Unified Contact Center Enterprise Configuration
Integrating Cisco Unified Web and E-Mail Interaction Manager with Cisco Unified CCE requires significant configuration on the part of Cisco Unified CCE. This module focuses on configuring the following components of Cisco Unified CCE:
- Application instance
- Media classes
- Network voice response unit (VRU)
- Call type
- Script selector
- Media routing peripheral gateway (MR PG)
- Agent desk settings
- Agent peripheral gateway (Agent PG)
- Application path
- Agents
- Services
- Skill groups
- Scripts
- Media routing domains (MRD)
Once this is accomplished, we will run the Post-Install Configuration wizard, which will transfer the configuration information to Cisco Unified Web and E-Mail Interaction Manager, and then we’ll complete two additional post-install steps that must be performed manually: namely adding a listener instance and setting the MR Connection Port.
Module 9 – Unified WIM
Cisco Unified Web and E-Mail Interaction Manager consists of two components: Cisco Unified EIM and Cisco Unified WIM. We will now focus on Cisco Unified WIM and cover it in two lessons. In this module we will cover the following
- Managing web templates
- Managing entry points
- Managing chat sessions as an agent
Module 10 – Monitoring and Reporting
Managers are given several tools to make their jobs easier in Cisco Unified Web and E-Mail Interaction Manager. This module focuses on these tools. We will cover the following in this module:
- Supervisory tools
- Monitoring agent work
- Joining chat sessions
- Monitors
- Reports
Hands-on Lab Exercises
- Lab 2-1: Verifying and Preparing the Environment
- Lab 2-2: Installing/Starting a Single-Server Configuration
- Lab 3-1: Managing Users
- Lab 4-1: Managing Folders
- Lab 4-2: Managing Articles
- Lab 4-3: Managing Macros
- Lab 4-4: General Knowledge Base Management
- Lab 4-5: Managing Approval Processes
- Lab 5-1: Managing Business Settings
- Lab 5-2: Managing E-Mail Functions
- Lab 5-3: Managing Archive Jobs
- Lab 5-4: Managing Workflows
- Lab 6-1: Managing User Preferences
- Lab 6-2: Transferring and Pulling Activities
- Lab 6-2: Searching for Information
- Lab 6-4: Managing Activities and Cases
- Lab 6-5: Managing Customer Information
- Lab 6-6: Managing Tasks and E-Mails
- Lab 8-1: Preparing Cisco Unified CCE for the Integration Lab
- Lab 8-2: Configuring Scripts
- Lab 8-3: Post Install Integration
- Lab 8-4: Post-Install Cisco Unified EIM and Cisco Unified WIM configuration
- Lab 9-1: Creating a Chat Entry Point
- Lab 9-2: Conducting a Chat Session in Cisco Unified WIM
- Lab 9-3: Chat Monitors Configuration Files Summary