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Unified E-Mail and Web Interaction Manager Enterprise Course Outline

 (5 days)
Version 2.0

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 v4.4.1 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

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

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
Adding Standalone Users
Lesson 2: Creating Groups
Creating a User Group
Adding Roles to a Group
Adding Users to a Group

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

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

Lab 2
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
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
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
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
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
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
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
Lab 9-1: Monitor Chat Sessions
Task 1: Monitor a WIM Chat Session

Lab 10
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
View outline in Word


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