Implementing Cisco Unified and Web Interaction Manager Enterprise

Transcription

1 Implementing Cisco Unified and Web Interaction Manager Enterprise Varighet: 5 Days Kurskode: UEIME Beskrivelse: This course is intented for installation engineers, system administrators, database administrators, sales engineers, and others who are responsible for installing and maintaining the Cisco Unified Web and Interaction Manager installation, which includes a common platform and one or both of the following applications: Cisco Unified Interaction Manager (EIM) and Cisco Unified Web Interaction Manager (WIM). Målgruppe: The primary audience for this course ispeople who will implement, configure, and support Cisco Unified EIM and Cisco Unified WIM with Cisco Unified CCE or Cisco Unified Contact Center Hosted Agenda: After you complete this course you will be able to: Create and manage workflows Describe, at a high level, the features and functions of Cisco Unified EIM and Cisco Unified WIM for Cisco Unified Contact Center Enterprise (CCE) Describe the use of the Agent Console Describe of the integration and configuration of Cisco Unified CCE Describe the architecture of Unified EIM and Unified WIM Manage the web chat system Manage new users, roles, groups, and queues Configure Cisco Unified EIM and Cisco Unified WIM Describe supervisory tools, monitor agent work, join chat sessions, and create and use monitors and reports Create and manage an entire Knowledge Base Troubleshoot Cisco Unified EIM and Cisco Unified WIM issues and configure Cisco Unified CCE Forkunnskaper: Attendees should meet the following prerequisites: Working knowledge of Windows 2003 Server and Windows XP Basic knowledge of Microsoft SQL Server 2000 Basic knowledge of WebLogic and WebLogic domains Basic knowledge of Microsoft Internet Information Services (IIS) Cisco Unified CCE version 7.x Test og sertifisering Recommended preparation for exam(s); None specific at this time

2 Påfølgende kurs: The following courses are recommended for further study: None recommended

3 Innhold: Features of Cisco Unified EIM and Cisco The Knowledge Base Unified WIM Understanding Knowledge Base Basics Defining Components and Integration Defining Features Defining Components and Integration Installing Cisco Unified EIM and Cisco Defining Components and Integration Unified WIM Installing Cisco Unified EIM and Cisco Installing Cisco Unified EIM and Cisco Unified WIM Unified WIM Pinning, Pulling, and Transferring Activities Pinning, Pulling, and Transferring Pinning, Pulling, and Transferring Activities Activities Troubleshooting Servers Troubleshooting Servers Troubleshooting Servers Defining Components and Integration Architecture Installation and Administration Environment Installation Installing Cisco Unified EIM and Cisco Configuring System Administration Unified WIM Describing the Architecture Defining Components and Integration Defining Components and Integration Pinning, Pulling, and Transferring Activities Installing Cisco Unified EIM and Cisco Installing Cisco Unified EIM and Cisco Unified WIM Unified WIM Troubleshooting Servers Pinning, Pulling, and Transferring Pinning, Pulling, and Transferring Activities Activities Cisco Unified Web Interaction Manager Managing Web Templates and Entry Points Troubleshooting Servers Troubleshooting Servers Defining Components and Integration Agent Console Installing Cisco Unified EIM and Cisco Defining Components and Integration Understanding the Agent Unified WIM Installing Cisco Unified EIM and Cisco Defining Components and Integration Unified WIM Pinning, Pulling, and Transferring Activities

4 Installing Cisco Unified EIM and Cisco Unified WIM Pinning, Pulling, and Transferring Activities Troubleshooting Servers Pinning, Pulling, and Transferring Activities Management Tools: Monitors and Reporting Troubleshooting Servers Using Management Tools: Monitors and Reports Defining Components and Integration Troubleshooting Servers Defining Components and Integration Installing Cisco Unified EIM and Cisco Unified WIM Defining Components and Integration Installing Cisco Unified EIM and Cisco Unified WIM Installing Cisco Unified EIM and Cisco Pinning, Pulling, and Transferring Activities Unified WIM Pinning, Pulling, and Transferring Activities Pinning, Pulling, and Transferring Activities Troubleshooting Servers Troubleshooting Servers Tactics for Troubleshooting Defining Components and Integration Troubleshooting Servers Troubleshooting at Startup Installing Cisco Unified EIM and Cisco Cisco Unified CCE Integration and Unified WIM Configuration Defining Components and Integration Describing the Integrated System Installing Cisco Unified EIM and Cisco Pinning, Pulling, and Transferring Activities Unified WIM Defining Components and Integration Installing Cisco Unified EIM and Cisco Pinning, Pulling, and Transferring Activities Unified WIM Troubleshooting Servers User Management Pinning, Pulling, and Transferring Managing Users Activities Troubleshooting Servers Defining Components and Integration Defining Components and Integration Troubleshooting Servers

5 Installing Cisco Unified EIM and Cisco Unified WIM Installing Cisco Unified EIM and Cisco Unified WIM Pinning, Pulling, and Transferring Activities Pinning, Pulling, and Transferring Activities Troubleshooting Servers Troubleshooting Servers Additional Information: No further information available Ytterligere informasjon: For mer informasjon eller kursbooking, vennligst ring oss Grenseveien 97, 0663 Oslo, PO Box 6256 Etterstad, 0606 Oslo, Norway