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

Networking/Server/Operating Systems
Schedules
  04/23/18 - 9AM PST - Presented via - WebEx
Optional
  LearnITAnytime Online Subscription (1 Year Subscription - $195.00)
  IT Online Library (1 Year Subscription - $1595.00)
  Private Mentoring 3 Hours ($225)
Quantity
If quantity is more than 1, Please add all Attendees' Names /Voucher #/ Learning Credit below separated with a comma. If not specified, we will contact you prior to the class start date. Special Instructions

Description

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 v4.4.1 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).

To participate in the hands-on labs in this class, you need to bring a laptop computer with the following:

  • Windows 7 or 8.1 or 10 is recommended. Mac OSX 10.6 or greater is supported as well.
  • Intel Celeron or better processors are preferred.
  • 1 GB or more of RAM
  • Browser Requirements: Internet Explorer 10 or greater or Mozilla Firefox. (Safari and Mozilla Firefox for Mac OSX)
  • All students are required to have administrator rights to their PCs and cannot be logged in to a domain using any Group Policies that will limit their machine's capabilities.
  • If you do not have administrator rights to your PC, you at least need permissions to download, install, and run Cisco Any Connect Client.
  • If you are participating in a WebEx event, it is highly recommended to take this class at a location that has bandwidth speeds at a minimum of 1 Mbps bandwidth speeds.

 

Objectives

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

Prerequisites

  • 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 8.x

Who Should Attend

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

Outline

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

Lab Outline

    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 4.4.1
    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 agents 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 agents 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