User Guide
Logging In 15
An email activity is created for each email that comes in to, or leaves, the system. Separate activities are also
created for emails that go through supervisory loops that allow supervisors to review outbound email.
Knowledge Base (KB): A department's common repository of predefined content. Developing a rich
knowledge base enables an organization to offer consistent and effective “knowledge-powered” interactions
to customers through all channels—self-service, chat, email, phone, and in-person.
Notes: Brief comments added to a business object. Notes are added to activities, cases, customer profiles,
and KB articles. They are meant for internal use and can be used to share tips and information with other
agents or supervisors.
Task: An activity created by agents and supervisors for tracking work that is internal to the organization,
such as follow-up actions resulting from an email or chat interaction with a customer.
Logging In
Logging In From a Browser
To log in to the business partition from your browser window:
1. Ensure that you configure your browser by following the instructions in the Cisco Unified Web and E-Mail
Interaction Manager Browser Settings Guide.
2. Type the URL provided by your system administrator in the browser. The URL is typically in the following
format:
http://
Web_Server
/
Partition_Virtual_Directory where Web_Server is the fully qualified domain
name of the web server and
Partition_Virtual_Directory is the virtual directory created for the business
partition.
3. In the Login window, type your user name and password. Click the Log In button.
Logging In From Cisco Agent Desktop
To log in to the business partition using Cisco Agent Desktop:
Cisco Interaction Manager integrates with the lower pane of the Cisco Agent Desktop. As an agent, you can
configure a task button to launch external applications and use it to log into Unified WIM and Unified EIM.
Important: In addition to their username and password, blended collaboration agents who are
allowed to change terminals have to provide their terminal ID and password to log in to the
application.