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Interaction Workspace 8.1 Deployment

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

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
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