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Community Member

How to view and access the Tools Console of the Cisco EIM/WIM 4.2(5a)

Hi, dear all experts.

I was unable to view the Tools Console from the Cisco EIM/WIM 4.2(5a) system. I couldn't see this console neither when I logged on to the default partition nor the system partition.

I would highly appreciate any advice and comment from anyone from the forum.

Thanks & Regards,

Eric

4 REPLIES
Green

Re: How to view and access the Tools Console of the Cisco EIM/WI

Never heard of the Tools Console. I have EIM 4.2(5a) ES4 right here and am creating workflows as we speak. I've used EIM for a couple of years and am eGain certified (for what it's worth) and have never heard of the "Tools Console".

Do you have any references?

Regards,

Geoff

Community Member

Re: How to view and access the Tools Console of the Cisco EIM/WI

Hi Geoff.

I have downloaded the Csico Unified Web and E-mail Interaction Manager Tools Console User's Guide fro Cisco Unified Contact Center Express 4.2(1) from Cisco CCO. According to the document, we can use this console to customize the agent's desktop screen layout as well as creating some custom attributes or activity type etc. For instance, I need to put credit card number as 1 of the parameters on the web form when initiating the web chat to the agent..

Your advice is highly appreciated.

Thanks & Regards,

Eric

Green

Re: How to view and access the Tools Console of the Cisco EIM/WI

Eric,

I see. I've only used EIM with UCCE - and my main experience is with the EIM (email) side of things. I did install an early release of 4.3 EIM/WIM with UCCE and made that work on the Web channel, but don't remember this area of customization.

Sorry.

Regards,

Geoff

Community Member

Re: How to view and access the Tools Console of the Cisco EIM/WI

Hi, Geoff.

I have just found out in the SRND, there are 2 different types of licenses for the Cisco Interaction manager, Basic and Advanced.

We have got the basic one, and it doesn't allow the customization of the UI and custom role. Hence, the Tools console would not appear as it is not included as part of the license package.

Thanks & Regards,

Eric

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