Course Description
Interaction Workspace 8.1 Deployment introduces the Interaction Workspace 8.1 product and covers installation and configuration of Interaction Workspace. Students will follow the steps for a Workspace deployment including SIP Endpoint and learn to configure Interaction Workspace software to alter and manipulate program options, functionality, and GUI elements. Students will learn the extent to which Interaction Workspace can be tailored to meet customer needs without the
requirement for API or SDK programming
Prerequisites:
Courses Required:
o Framework 8.1 Foundations (FWK81-FND)
o Framework 8.1 Deployment (FWK81-DPL)
Skills Required:
o Familiarity with Genesys software, Windows, Genesys Administrator
Course Details
Interaction Workspace 8.1 Deployment introduces the Interaction Workspace 8.1 product and covers installation and configuration of Interaction Workspace. Students will follow the steps for a Workspace deployment including SIP Endpoint and learn to configure Interaction Workspace software to alter and manipulate program options, functionality, and GUI elements. Students will learn the extent to which Interaction Workspace can be tailored to meet customer needs without the
requirement for API or SDK programming
Prerequisites:
Courses Required:
o Framework 8.1 Foundations (FWK81-FND)
o Framework 8.1 Deployment (FWK81-DPL)
Skills Required:
o Familiarity with Genesys software, Windows, Genesys Administrator
Module 1: Course Overview
Module 2: An Introduction to Interaction Workspace
Overview
Benefits and Features
High-Level Architecture
LEARNING CHECK
Components of Interaction Workspace
Types of Deployments
LEARNING CHECK
Connections to Genesys 8 Components
Roles and Privileges Overview
LEARNING CHECK
Module 3: Deployment Planning
IIS vs. Apache
Network Type
ClickOnce vs. Non-ClickOnce Deployment
Memory Usage
LEARNING CHECK
Module 4: Performing a ClickOnce Deployment
Benefits
Overview of Steps
Install the Interaction Workspace Deployment
Package and Deploy the ClickOnce Package on the
Web Server
Deploy Interaction Workspace on a Client
Workstation from ClickOnce
Update Interaction Workspace on the Web Server
Update Interaction Workspace on the Client
Workstation
DEMOS AND SIMULATION EXERCISES
THROUGHOUT
Module 5: Installing the Developer Package
Purpose and Requirements
Overview of Steps
DEMO: Install the Workspace Developer’s Toolkit on a Windows Operating System Module
6: Configuring Role Privileges
Active Recording
Broadcast Messages
Case Information
Chat
Contact Management
E-Mail
IM
Interaction Bar
Interaction Workspace SIP Endpoint
Outbound Campaign
Security
SMS
Standard Response
Statistics
Team Communicator
Team Lead
Voice
Web Callback
Workbins
Workitem
DEMO AND EXERCISE
Module 7: Common Configuration Changes
Not Ready Reason Codes
Login Options
Modifying Display of Attached Data
Disposition Codes
LEARNING CHECKS, DEMOS, AND
SIMULATION EXERCISES THROUGHOUT
Module 8: Changing Workspace Configuration
Overview (“See the Deployment Guide and Wiki for
Complete Configuration Option Reference”)
Accessibility Options
Agent Status Options
Broadcast Options
Chat Options
Contact Options
Display Format Options
E-Mail Options
Gadget Options
IM Options
Interaction/Interaction Management Options
KPI Options
Log Options
Main View Options
Outbound Options
Security Options
Workspace SIP Endpoint Options
SMS Options
Standard Response Options
Team Communicator Options
View Options
Voice Options
Web Callback Options
Workbin Options
Workitem Options
LEARNING CHECKS, DEMOS, AND
SIMULATION EXERCISES THROUGHOUT
Module 9: Course Review
Module 2: An Introduction to Interaction Workspace
Overview
Benefits and Features
High-Level Architecture
LEARNING CHECK
Components of Interaction Workspace
Types of Deployments
LEARNING CHECK
Connections to Genesys 8 Components
Roles and Privileges Overview
LEARNING CHECK
Module 3: Deployment Planning
IIS vs. Apache
Network Type
ClickOnce vs. Non-ClickOnce Deployment
Memory Usage
LEARNING CHECK
Module 4: Performing a ClickOnce Deployment
Benefits
Overview of Steps
Install the Interaction Workspace Deployment
Package and Deploy the ClickOnce Package on the
Web Server
Deploy Interaction Workspace on a Client
Workstation from ClickOnce
Update Interaction Workspace on the Web Server
Update Interaction Workspace on the Client
Workstation
DEMOS AND SIMULATION EXERCISES
THROUGHOUT
Module 5: Installing the Developer Package
Purpose and Requirements
Overview of Steps
DEMO: Install the Workspace Developer’s Toolkit on a Windows Operating System Module
6: Configuring Role Privileges
Active Recording
Broadcast Messages
Case Information
Chat
Contact Management
IM
Interaction Bar
Interaction Workspace SIP Endpoint
Outbound Campaign
Security
SMS
Standard Response
Statistics
Team Communicator
Team Lead
Voice
Web Callback
Workbins
Workitem
DEMO AND EXERCISE
Module 7: Common Configuration Changes
Not Ready Reason Codes
Login Options
Modifying Display of Attached Data
Disposition Codes
LEARNING CHECKS, DEMOS, AND
SIMULATION EXERCISES THROUGHOUT
Module 8: Changing Workspace Configuration
Overview (“See the Deployment Guide and Wiki for
Complete Configuration Option Reference”)
Accessibility Options
Agent Status Options
Broadcast Options
Chat Options
Contact Options
Display Format Options
E-Mail Options
Gadget Options
IM Options
Interaction/Interaction Management Options
KPI Options
Log Options
Main View Options
Outbound Options
Security Options
Workspace SIP Endpoint Options
SMS Options
Standard Response Options
Team Communicator Options
View Options
Voice Options
Web Callback Options
Workbin Options
Workitem Options
LEARNING CHECKS, DEMOS, AND
SIMULATION EXERCISES THROUGHOUT
Module 9: Course Review