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.

1. Customer
2. Employee
3. Channel Partners/Resellers

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