CISCO Training

  Unified Web and eMail Interaction Manager Enterprise
 

UEIME_10 Course Description

Cisco Unified Web and E-Mail Interaction Manager Enterprise v1.1 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 installation, which includes a common platform and one or both of the following applications: Cisco Unified E-Mail Interaction Manager (Cisco Unified EIM) and Cisco Unified Web Interaction Manager (Cisco Unified WIM).

Prerequisites

To fully benefit from this course, it is recommended that you have the following prerequisite skills and knowledge:

  • Working knowledge of Windows 2003 Server, Windows XP
  • Basic knowledge of SQL Server 2000
  • Basic knowledge of WebLogic and WebLogic domains
  • Basic knowledge of IIS
  • Good understanding of Intelligent Contact Manager (ICM) v7.x
  • Internet Protocol (IP) Cisco Unified CCE (IPCCE) v7.x

Associated Certifications

  • None

Who Should Attend

The primary audience for this course is as follows:

  • Engineers who will implement, configure, and support Cisco Unified Web and E-Mail Interaction Manager with Cisco Unified Contact Center Enterprise (Cisco Unified CCE) or Cisco Unified Contact Center Hosted (Cisco Unified CCH).

The secondary audience for this course is as follows:

  • Administrators who will be system users on the Cisco Unified Web and E-Mail Interaction Manager with Cisco Unified CCE and Cisco Unified CCH.

Number of Days

4 Days instructor-led classroom training. (Approx. 7 hours each day.)

Course Objectives

After completing this course, the student will be able to:

  • Describe at a high level the features and functions of the Cisco Unified Web and E-Mail Interaction Manager integrated with Cisco Unified Contact Center Enterprise, including the following:
  • Describe the architecture of Cisco Unified Web and E-Mail Interaction Manager
  • Detail the hardware and software environment required for Cisco Unified Web and E-Mail Interaction Manager.
  • Correctly install and launch Cisco Unified Web and E-Mail Interaction Manager.
  • Properly manage new users, roles, groups, and queues.
  • Describe the functions of roles and permissions.
  • Create groups and users within the Cisco Unified Web and E-Mail Interaction Manager.
  • Create and manage an entire knowledge base.
  • Configure and maintain the Cisco Unified Web and E-Mail Interaction Manager
  • Master the use of the Agent Console.
  • Set agent preferences and availability.
  • Describe the methods of pulling, pinning, and transferring activities.
  • Describe the functions of the Information and Reply panes of the Agent Console.
  • Identify the key components of the integrated system, describe the primary functions and interactions of the key components, explain the system flow, identify the integration points of the various user interfaces, understand the historical reporting client, and explain the high availability fault tolerance features of the integrated system.
  • Describe at a high level the features and functions in configuring main components of Cisco Unified CCE.
  • Describe fault tolerance and the installation of the Cisco Unified WIM and Cisco Unified EIM.
  • Create web templates, manage entry points, and manage chat sessions as an agent.
  • Configure and use supervisory tools, monitor agent work, join chat sessions, and create and use monitors and reports.
  • Use the reports native to Cisco Unified EIM and Cisco Unified WIM.
  • Use multichannel reporting: Web View.
  • Troubleshoot Cisco Unified Web and E-Mail Interaction Manager issues.
  • Troubleshoot Cisco Unified System Contact Center Enterprise configuration.
  • Configure Cisco Unified System Contact Center Enterprise.

Course Outline

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