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

Cisco Unified E-Mail and Web Interaction Manager Enterprise (UEIME) v2.0 is intended 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 v4.3.1 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).

Upon completing this course, the student will be able to meet these overall objectives:

• Describe, at a high level, the features of Cisco Unified EIM and Cisco Unified WIM
• Describe the architecture of Cisco Unified EIM and Cisco Unified WIM
• Understand user management
• Create and manage an entire Knowledge Base
• Understand administration
• Describe the use of the Agent Console
• Describe Cisco Unified CCE Integration and Configuration
• Manage Cisco Unified Web Interaction Manager
• Describe management tools for monitoring and reporting
• Understand tactics for troubleshooting

The primary audience for this course is as follows:

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

The secondary audience for this course is as follows:

• People who will be system users on Cisco Unified EIM and Cisco Unified WIM with Cisco Unified CCE and Cisco Unified Contact Center Hosted

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

Lesson 1: Feature Overview

• Overview 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
• Scope of Integration

Module 2: Architecture Installation Planning and Environment Installation

Lesson 1: Architecture

• J2EE Architecture of Cisco Unified EIM and Cisco Unified WIM
• Integrated Components
• User Interface Architecture
• Distributed Services Management
• Reports Infrastructure

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

• End-User Environment
• Customer Environment
• Server Environment
• Server Hardware Sizing

Lesson 4: JBoss Instance

• Installing JBoss
• Creating a JBoss Instance

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

• Packaging and Bundling
• Installing Cisco Unified E-Mail and Web Interaction Manager
• Starting Cisco Interaction Manager

Module 3: User Management

Lesson 1: User Management

• Users
• Adding Standalone Users
• Roles
• Permissions

Lesson 2: Creating Groups

• Creating a User Group
• Adding Roles to a Group
• Adding Users to a Group
• Permissions

Module 4: The Knowledge Base

Lesson 1: Knowledge Base Basics

• The Purpose of the Knowledge Base
• Basic Concepts of the Knowledge Base
• Key Features

Lesson 2: Special Functions of the Knowledge Base

• Accessing the Knowledge Base
• Navigating to the Shared Content Folder
• General Knowledge-Base Management
• Special Functions
• Manage Approval Process

Module 5: Administration

Lesson 1: System Administration

• Administration Console
• Email Functions

Lesson 2: Configuring Workflows

• General Flow of an Email through the Workflow
• Queues
• Creating Queues
• Basic Components of a Workflow

Module 6: Agent Console

Lesson 1: The E-Mail Agent

• Agent Console – User Interface
• Setting Agent Options and Availability

Lesson 2: Pinning, Pulling, and Transferring Activities

• Pinning, Pulling, and Transferring Activities
• Searching

Lesson 3: The Information Pane

• Overview of the Information Pane
• Replying to E-Mails

Module 7: Cisco Unified CCE Integration and Configuration

Lesson 1: The Integrated System

• Block Diagram and Integration Protocols
• Cisco Unified EIM and Cisco Unified WIM Components
• Unified CCE Components
• Integrated Flow, Messages, and Mappings
• Configuration Mappings

Lesson 2: Unified CCE Configuration

• Configure a Network Voice Response Unit (VRU)
• Configure a Media Routing Peripheral Gateway (MR PG)
• Configure the Agent Desk Settings
• Configure an Agent Peripheral Gateway (Agent PG)
• Configure the ICM CTI Server
• Configure an Application Instance
• Configure a Media Class
• Configure Media Routing Domains (MRDs)
• Configure an Application Path
• Configure Skill Groups and Services
• Configure Agents
• Configure Device Targets/Labels
• Configure Call Types
• Configure a Dialed Number / Script Selector Default Label
• Configure Expanded Call Variables (ECC)

Lesson 3: Scripting

• Basic Scripting
• Scheduling a Script

Lesson 4: Post Installation Integration

• Running the Post-Install Integration Wizard
• The Post Installation Cisco Interaction Manager Configuration
• Configuring the Workflow and Queue to Utilize the Integrated System
• Enable Expanded Call Context (ECC) Variables
• Configuring Cisco Unified EIM to use the Expanded Call Variable
• Utilizing the Call Variable in a Script

Lesson 5: Fault Tolerance

• Fault Tolerance
• 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

• Architecture
• Integration with Cisco Interaction Manager and Cisco Unified CCE
• Web Callback and Blended Collaboration
• Troubleshooting

Lesson 2: Cisco Unified WIM Templates and Entry Points

• Web Templates
• Unified WIM Queues
• Cisco Unified WIM Entry Points

Lesson 3: Conducting Chat Sessions

• Chat Inbox
• Web Collaboration – Page Push
• Chat 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

• Initial Startup Issues

Lesson 2: Troubleshooting Servers

• Server-based Issues
• Troubleshooting Methodologies for Server-based Issues

Lesson 3: Troubleshooting Processes

• Distributed Services Management
• User Interface Debugging Tools

Activity 1-1: Demonstrate an Email Message Flow Activity 1-2: Demonstrate a Chat Message Flow

• Lab 2-1: Verifying and Preparing the Environment
  • Task 1: Verify SQL Server Authentication Settings
  • Task 2: Verify Cisco Unified CCE Installation
  • Task 3: Install JBoss
  • Task 4: Create a JBoss Instance

• Lab 2-2: Install and Start a Single-Server Configuration
  • Task 1: Install a Single Server Configuration
  • Task 2: Start Cisco Unified EIM and Cisco Unified WIM
  • Task 3: Log in to the Business Partition

• Lab 2-3: Set up the Administration/Agent Workstation
  • Task 1: Configure Internet Explorer
  • Task 2: Install and Configure Java
  • Task 3: Log In to the Business Partition

• Lab 3-1: Manage Users
  • Task 1: Create a Standalone Department Administrator User
  • Task 2: Create a Standalone Group
  • Task 3: Assign Roles to a Group
  • Task 4: Configure Permissions
  • Task 5: Assign User to a Group
  • Task 6: Create a Standalone User
  • Task 7: Assign Users to a Group

• Lab 4-1: Manage Folders
  • Task 1: Create a Folder
  • Task 2: Assign Permissions to a Folder
  • Task 3: Copy a Folder
  • Task 4: Delete a Folder

• Lab 4-2: Manage Articles
  • Task 1: Create an Article
  • Task 2: Create Standard Articles
  • Task 3: Edit an Article
  • Task 4: Make a Copy of an Article
  • Task 5: Delete an Article
  • Task 6: Add a Note to an Article
  • Task 7: Delete a Note that Is Attached to an Article
  • Task 8: View Versions of an Article
  • Task 9: Add an Attachment
  • Task 10: Delete an Attachment
  • Task 11: Add Metadata
  • Task 12: Bookmark an Article

• Lab 4-3: Manage Macros
  • Task 1: Create a Usage Macro
  • Task 2: Embed a Usage Macro in Another Article
  • Task 3: Embed a Business Object Macro in another Article

• Lab 4-4: Manage the Knowledge Base
  • Task 1: Rate an Article
  • Task 2: Print an Article
  • Task 3: Print all Articles in a Folder
  • Task 5: Manage Common Folders

• Lab 4-5: Manage Approval Processes
  • Task 1: Create an Approval Process

• Lab 5-1: Manage Business Settings
  • Task 1: Select the Default Dictionary
  • Task 2: Change the Business Time Zone
  • Task 3: Create a Shift Label
  • Task 4: Create a Day Label
  • Task 5: Create a Calendar
  • Task 6: Create a Category
  • Task 7: Create a Resolution Code
  • Task 8: Create a Service Level

• Lab 5-2: Manage E-Mail Functions
  • Task 1: Create an E-Mail Alias
  • Task 2: Add the E-Mail Address to the Retriever Instance
  • Task 3: Configure Blocked Addresses
  • Task 4: Configure Blocked File Extensions
  • Task 5: Configure Delivery Exceptions
  • Task 6: Restarting the Retriever Instance

• Lab 5-3: Manage Workflows
  • Task 1: Create a Cisco Unified E-Mail and Web Interaction Manager Queue
  • Task 2: Assign Permissions to a Cisco E-Mail and Web Interaction Manager Queue
  • Task 3: Create an Inbound Workflow

• Lab 5-4: Manage Archive Jobs
  • Task 1: Create an Archive Job
  • Task 2: Starting the Archive Process and Instance

• Lab 6-1: Manage User Options
  • Task 1: Change User Settings
  • Task 2: Change User Password
  • Task 3: Update Your Personal Dictionary
  • Task 4: Change Options for Pulling Activities
  • Task 5: Configure the Availability Settings

• Lab 6-2: Transfer and Pull Activities
  • Task 1: Transfer an Activity
  • Task 2: Pull an Activity

• Lab 6-3: Search for Information
  • Task 1: Create a Search
  • Task 2: Save a Search
  • Task 3: Open a Saved Search
  • Task 4: Create a Search from a Saved Search
  • Task 5: Delete a Search
  • Task 6: Locate a Result in the Agent Console
  • Task 7: Export the Search Results
  • Task 8: Print the Search Results

• Lab 6-4: Manage Activities and Cases
  • Task 1: Print Case Details
  • Task 2: Change the Case Due Date
  • Task 3: Change the Case Solution Description
  • Task 4: Change the Case Severity
  • Task 5: Transfer a Case
  • Task 6: Close a Case
  • Task 7: View Activity Details
  • Task 8: Print Activity Details
  • Task 9: Change the Priority of an Existing Activity
  • Task 10: Change the Due Date of an Existing Activity
  • Task 11: Create a Case
  • Task 12: Change the Case Associated with an Existing Activity

• Lab 6-5: Manage Customer Information
  • Task 1: View Customer Details
  • Task 2: Change Customer Details
  • Task 3: Change the Preferred Agent
  • Task 4: Change the Customer Contact Details
  • Task 5: Create a Customer

• Lab 6-6: Manage **Tasks and E-Mails
  • Task 1: Create a **Task
  • Task 2: Complete a **Task
  • Task 3: Reply to an E-Mail
  • Task 4: Pin and Unpin an Activity
  • Task 5: Complete an Activity
  • Task 6: Send and Complete an Activity
  • Task 7: Save a Draft of a Reply
  • Task 8: Change the From E-Mail Address
  • Task 9: Add Addresses to the To, Cc, or Bcc Fields

• Lab 7-1: Prepare Cisco Unified CCE for the Integration
  • Task 1: (Optional) Install the Administration Workstation
  • Task 2: Configure Peripheral Gateway PG1A
  • Task 3: Install Peripheral Gateway PG1A
  • Task 4: Configure CTI Server
  • Task 5: Configure a Media Class (This is an enterprise setting and the media classes have been created for you by the instructor)
  • Task 6: Configure a Media Routing Domain
  • Task 7: Configure a Call Type
  • Task 8: Configure a Media Routing Peripheral Gateways (MR PG)
  • Task 9: Install Peripheral Gateway PG2A
  • Task 10: Start Peripheral Gateway PG1A
  • Task 11: Create the WebView Database
  • Task 12: Install the WebView Third Party Tools
  • Task 13: Install WebView
  • Task 14: Add WebView Server to Trusted Sites
  • Task 15: Ensure Browser Cache Updates
  • Task 16: Ensure Display of WebView Server Error Messages
  • Task 17: Install ciscojtapi.exe
  • Task 18: Configure a Dialed Number/Script Selector
  • Task 19: Configure a Network VRU
  • Task 20: Add the VRU to the Media Routing Peripheral Gateway
  • Task 21: Add a Network Trunk Group
  • Task 22: Configure an Application Instance
  • Task 23: Configure an Application Path
  • Task 24: Configure Agents
  • Task 25: Configure a Service
  • Task 26: Configure Skill Groups
  • Task 27: Configure a Script

• Lab 7-2: Perform a Post-Installation Integration
  • Task 1: Run the User Interface Configuration Wizard
  • Task 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
  • Task 1: Configure the Listener Instance in Cisco Unified E-Mail and Web Interaction Manager
  • Task 2: Start the Required Services and Instances in Cisco Unified E-Mail and Web Interaction Manager

• Lab 7-4: Test the System
  • Task 1: Modify the Workflow to Send Route Requests to Cisco Unified CCE
  • Task 2: Route an E-Mail Through the System to your IPTA User
  • Task 3: Route an E-Mail through the System to your nIPTA User

• Lab 8-1: Prepare Cisco Media Blender for the Integration
  • Task 1: Install Media Blender
  • Task 2: Configure Cisco Media Blender

• Lab 8-2: Create a Chat Entry Point
  • Task 1: Configure a Cisco Unified Web Interaction Manager Entry Point

• Lab 8-3: Conduct a Chat Session in Cisco Unified WIM
  • Task 1: Configure and Launch a WIM Chat
  • Task 2: Make Yourself Available in the Chat Inbox
  • Task 3: Pull Chat Activities
  • Task 4: Send Messages to the Customer
  • Task 5: Send a Page to the Customer
  • Task 6: Complete a Chat
  • Task 7: View the Details of a Completed Chat Activity

• Lab 9-1: Monitor Chat Sessions
  • Task 1: Monitor a WIM Chat Session

• Lab 10-1: Troubleshoot Cisco Interaction Manager 4.3
  • Task 1: Troubleshoot SMTP mail server
  • Task 2: Troubleshoot McAfee Virus protection blocking port 25 for mass mailing
  • Task 3: Troubleshoot incorrect server name or IP address for the mail server
  • Task 4: Troubleshoot incorrect username and password of the mail server user
  • Task 5: Troubleshoot emails not retrieved
  • Task 6: Troubleshoot activities not reaching the agent’s inbox
  • Task 7: Restart the Listener instance for email not retrieved
  • Task 8: Check MR PIM is set to active in the Administration console
  • Task 9: Check MR PIM is set to active in the ICM Script Editor
  • Task 10: Check the ICM Script Editor for correct route
  • Task 11: Check the agent’s skill group association
  • Task 12: Check the exception queue for failed email notes
  • Task 13: Troubleshoot the MR PIM for failed email notes
  • Task 14: Check the Listener Instance

• Working knowledge of Windows 2003 Server and Windows XP
• Basic knowledge of Microsoft SQL Server 2005
• Basic knowledge JBoss Java EE Application Servers
• Basic knowledge of Microsoft Internet Information Services (IIS)
• Cisco Unified CCE version 7.x