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 procedures

• Course Introduction
• Module 1: Understanding the Features of Cisco Unified EIM and Cisco Unified WIM
• Module 2: Architecture Installation Planning and Environment Installation
• Module 3: User Management
• Module 4: The Knowledge Base
• Module 5: Administration
• Module 6: Agent Console Module
• Module 7: Cisco Unified CCE Integration and Configuration
• Module 8: Cisco Unified Web Interaction Manager
• Module 9: Management Tools: Monitors and Reporting Module
• Module 10: Tactics for 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