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Cisco Unified Email Interaction Manager & Unified Web Interaction Manager for Unified Contact Center Enterprise (UCCE)

Course Code: UEIME      Days: 5
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Central London
City
London 22/03/10 £ 1,850
London (W1) 17/05/10 £ 1,995
London 28/06/10 £ 1,850
England
Berkshire
Wokingham (RG41) 19/04/10 £ 2,000
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Course Overview

Cisco 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 Contact Center Enterprise 7.5 (Unified CCE), with accessibility and interoperability of both within the Cisco Agent Desktop (Cisco AD) Embedded Browser.

This five day instructor-led course will define the tasks necessary for implementation, configuration, and support of Unified Email Interaction Manager and Unified Web Interaction Manager, the components that make up the Cisco Interaction Manager.

Audience

  • Customer
  • Employee
  • Channel Partners/Resellers

Skills Gained

After completing this course, students will be able to:

  • Define and describe the features and functions of the Unified EIM and Unified WIM for Unified CCE
  • Define and describe deployment models for Unified EIM and Unified WIM
  • Design a for Unified EIM and Unified WIM lab or production system
  • Create and manage an entire knowledge base
  • Configure the Cisco Unified EIM and Unified WIM
  • Install, configure, test, customize and maintain Unified EIM and Unified WIM
  • Design, create and manage workflows
  • Define and describe the processes required to configure and integrate Unified EIM and Unified WIM with UCCE
  • Describe common issues and troubleshooting methodologies when troubleshooting Unified EIM and Unified WIM.

Prerequisites

  • 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
  • Unified Contact Center Enterprise (Unified CCE), Hosted or Unified ICM Architecture and Configuration
  • Working knowledge of:
    • ICM features
    • ICM components and architecture (how each component connects with one another to form the Enterprise system)
    • ICM installation
    • System IPCC features and installation
    • Setting up a voice script in ICM
    • Working with ICM Script Editor to configure routing scripts
    • Configuration of Call Manager to interface with ICM

Course Outline

  • Module 1 - Feature Overview
  • Module 2 - Architecture / Installation
  • Module 3 - User Management
  • Module 4 - The Knowledge Base
  • Module 5 - General Administration and Workflows
  • Module 6 - The E-Mail Agent
  • Module 7 - The Integrated System
  • Module 8 - Unified Contact Center Enterprise Configuration
  • Module 9 - Unified WIM
  • Module 10 - Monitoring and Reporting
  • Module 11 - Troubleshooting


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