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

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).

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