| • Module 1 - Features of Cisco Unified EIM and Cisco Unified WIM |
| Lesson 1: Features |
| Lesson 2: Components and Integration |
| Lab 1-1: Demonstrate an E-mail Message Flow |
| Lab 1-2: Demonstrate a Chat Message Flow |
| |
| • Module 2 - Architecture Installation Planning and Environment Installation |
| Lesson 1: Architecture |
| Lesson 2: Planning |
| Lesson 3: Sizing Server Software and Hardware |
| Lesson 4: Creating WebLogic Domains |
| Lesson 5: Installing Cisco Unified EIM and Cisco Unified WIM |
| Lab 2-1: Verifying and Preparing the Environment |
| Lab 2-2: Installing and Starting a Single-Server Configuration |
| |
| • Module 3 - User Management |
| Lesson 1: Managing Users |
| Lesson 2: Creating Groups and Queues |
| Lab 3-0: Setting up the Administration/Agent Workstation |
| Lab 3-1: Managing Users |
| |
| • Module 4 - The Knowledge Base |
| Lesson 1: Knowledge Base Basics |
| Lesson 2: Knowledge Base Special Functions |
| Lab 4-1: Managing Folders |
| Lab 4-2: Managing Articles |
| Lab 4-3: Managing Macros |
| Lab 4-4: General Knowledge Base Management |
| Lab 4-5: Managing Approval Processes |
| |
| |
| • Module 5 – Administration |
| Lesson 1: Configuring System Administration |
| Lesson 2: Configuring Workflows |
| Lab 5-1: Managing Business Settings |
| Lab 5-2: Managing E-Mail Functions |
| Lab 5-3: Managing Work Flows |
| Lab 5-4: Managing Archive Jobs |
| |
| • Module 6 - Agent Console |
| Lesson 1: The E-Mail Agent |
| Lesson 2: Pinning, Pulling, and Transferring Activities |
| Lesson 3: Navigating the Information Pane |
| Lab 6-1: Managing User Options |
| Lab 6-2: Transferring and Pulling Activities |
| Lab 6-3: Searching for Information |
| Lab 6-4: Managing Activities and Cases |
| Lab 6-5: Managing Customer Information |
| Lab 6-6: Managing Tasks and E-Mails |
| |
| • Module 7 - Cisco Unified CCE Integration and Configuration |
| Lesson 1: The Integrated System |
| Lesson 2: Configuring Unified CCE |
| Lesson 3: Integrating Post Installation |
| Lesson 4: Fault Tolerance |
| Lab 7-1: Preparing Cisco Unified CCE for the Integration Lab |
| Lab 7-2: Performing a Post-Installation Integration |
| Lab 7-3: Performing Post-Installation Cisco Unified EIM and Cisco Unified WIM Configuration |
| Lab 7-4: Testing the System |
| |
| • Module 8 - Cisco Unified Web Interaction Manager |
| Lesson 1: Managing Web Templates and Entry Points |
| Lesson 2: Conducting Chat Sessions |
| Lab 8-1: Creating a Chat Entry Point |
| Lab 8-2: Conducting a Chat Session in Cisco Unified WIM |
| |
| • Module 9 - Management Tools: Monitors and Reporting |
| Lesson 1: Using Management Tools: Monitors and Reports |
| Lesson 2: Reporting Across Channels: Web View |
| Lab 9-1: Monitoring Chat Sessions |
| |
| • Module 10 - Troubleshooting |
| Lesson 1: Troubleshooting at Startup |
| Lesson 2: Troubleshooting Servers |
| Lesson 3: Troubleshooting Processes |
| Lab 10-1: Troubleshoot Cisco Interaction Manager 4.4.1 |
Sie erhalten die englischen Original-Unterlagen als Cisco E-Book.
