Cisco Unified Contact Center

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

Duration: 5 Day Hands-On Lab & Lecture Course

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).
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

Course 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 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