This event is five-days instructor led training program designed for Cisco channel partners and customers with key features of Unified EIM, WIM and Unified CCE. The contents of this training is designed for sales engineers, installers, consultants, application support staff and IT personnel to perform installation and maintenance of the Cisco Unified EIM and WIM applications.

Upon completing this course, the learner 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 the use of the Agent Console
• Describe Cisco Unified CCE Integration and Configuration
• Describe management tools for monitoring and reporting
• Understand tactics for troubleshooting

Features of Cisco Unified EIM and Cisco Unified WIM

• • Feature Overview

Integration Overview

Architecture Installation Planning and Environment Installation

• Architecture
• Planning
• Sizing Server Software and Hardware Requirements
• JBoss Instance
• Installing Cisco Unified E-Mail and Web Interaction Manager

User Management

• User Management
• Creating Groups

The Knowledge Base

• Knowledge Base Basics
• Special Functions of the Knowledge Base

Administration

• System Administration
• Configuring Workflows

Agent Console

• The E-Mail Agent
• Pinning, Pulling and Transferring Activities
• The Information Pane

Cisco Unified CCE Integration and Configuration

• The Integrated System
• Unified CCE Configuration
• Scripting
• Post Installation Integration
• Fault Tolerance

Cisco Unified Web Interaction Manager

• Cisco Media Blender 7.1
• Cisco Unified WIM Templates and Entry Points
• Conducting Chat Sessions

Management Tools: Monitors and Reporting

• Using Management Tools: Monitors and Reports
• Multichannel Reporting

Tactics for Troubleshooting

• Troubleshooting- Startup
• Troubleshooting Servers
• Troubleshooting Processes

Labs:

• Lab 2-1: Verify and Prepare the Environment
• Lab 2-2: Install and Start a Single-Server Configuration
• Lab 2-3: Set up the Administration/Agent Workstation
• Lab 3-1: Manage Users
• Lab 4-1: Manage Folders
• Lab 4-2: Manage Articles
• Lab 4-3: Manage Macros
• Lab 4-4: Manage the Knowledge Base
• Lab 4-5: Manage Approval Processes
• Lab 5-1: Manage Business Settings
• Lab 5-2: Manage E-Mail Functions
• Lab 5-3: Manage Workflows
• Lab 5-4: Manage Archive Jobs
• Lab 6-1: Manage User Options
• Lab 6-2: Transfer and Pull Activities
• Lab 6-3: Search for Information
• Lab 6-4: Manage Activities and Cases
• Lab 6-5: Manage Customer Information
• Lab 6-6: Manage Tasks and E-Mails
• Lab 7-1: Prepare Cisco Unified CCE for the Integration Lab
• Lab 7-2: Perform a Post-Installation Integration
• Lab 7-3: Performing Post-Installation Cisco Unified EIM and Cisco Unified WIM Configuration
• Lab 7-4: Test the System
• Lab 8-1: Prepare Cisco Media Blender for the Integration
• Lab 8-2: Create a Chat Entry Point
• Lab 8-3: Conduct a Chat Session in Cisco Unified WIM
• Lab 9-1: Monitor Chat Sessions
• Lab 10-1: Cisco Interaction Manager 4.3 Troubleshooting

• Channel Partner / Reseller
• Customer
• Employee

The recommended knowledge and skills that a learner should have for the best learning outcome include:

• Windows 2003 Server
• Windows XP
• SQL Server 2000
• WebLogic and Web Logic Domains
• Microsoft Internet Information Services (IIS)
• Cisco Unified CCE v7.x