Install the Genesys Co-browse Plug-in for Workspace Desktop Edition

Important

Genesys does not recommend installation of its components via a Microsoft Remote Desktop connection. The installation should be performed locally.

Important

For compliant versions of each component, see Related Components.

Installing the Genesys Co-browse Plug-in for Workspace Desktop Edition in Application Mode

Prerequisites

• You have installed Workspace Desktop Edition in Application mode.
• You have installed Internet Explorer 11.

Installing the Genesys Co-browse Plug-in

Start of procedure

1. In your installation package, locate and double-click the setup.exe file. Click Next. The Select Installed Application screen appears.
2. Select your Workspace Desktop Edition application.
3. Click Next. The Ready to Install screen appears.
4. Click Install. The Genesys Installation Wizard indicates it is performing the requested operation for the Genesys Co-browse Plug-in for Workspace Desktop Edition. When done, the Installation Complete screen appears.
5. Click Finish to complete your installation of the Genesys Co-browse Plug-in for Workspace Desktop Edition.

End of procedure

Installing the Genesys Co-browse Plug-in for ClickOnce/Developers Toolkit Workspace Desktop Edition

Prerequisites

• You have Installed Workspace Desktop Edition in ClickOnce or Developers Toolkit mode.
• You have installed Internet Explorer 11.

Start of procedure

1. Install the Co-browse WDE Plug-in in your WDE installation as described in Installing the Genesys Co-browse Plug-in.
2. From the Start menu, open Workspace Desktop Edition- Deployment Manager.
3. Click Next. On the next screen, check the topmost check box and click Next again.
4. Check the Add custom files check box. Note and remember the Base URL* value. This value will be used as the agent's login. Click Next
5. Use the Add button to add to the Custom Files list all plug-in files placed in the WDE installation installation folder by setup. Leave all check boxes unchecked. Click Next.
   
6. Enter the Config Server host, Config Server port, and WDE application name in the Client Configuration page. Take care to enter this information correctly. Check both check boxes below the page. Click Next.
7. Click Next in the next two screens.
8. At the next screen, leave all check boxes unchecked. Click Finish.
9. When you see the Application Installation Wizard, click Install.
10. Log in an agent. You should see the WDE main window.

End of procedure

You have set up a WDE application and deployed the Co-browse WDE plug-in. You can now log in any agent using URL <Base URL*>publish.htm from any other host.

Configuring Workspace Desktop Edition to allow the Plug-in to work with co-browsing

Prerequisites

• You have installed Workspace Desktop Edition.
• You have installed the Genesys Co-browse Plug-in for Workspace Desktop Edition
• You have prepared a Co-browse Server cluster or a stand-alone Co-browse Server.

To configure Workspace Desktop Edition to work with Co-browse:

1. Open Genesys Administrator and navigate to PROVISIONING > Environment > Applications.
2. Select the Workspace Desktop Edition application.
3. In the application's Options section, create a cobrowse section and specify the url option in this section, see the url option for details.

Important

If you use a stand-alone Co-browse Server, you can also configure co-browsing using a Connection to the Co-browse Server/Node application. However, this functionality is deprecated since 8.5.0 and will be removed in the 8.5.101 release. If you configure a connection to a Co-browse Node application, make sure Workspace Desktop Edition has read access to all applications it connects to, including the Co-browse Node.

Next Steps

• Loading Certificate for SSL
• Configure Token-based Agent Authentication (Optional)

Configuring Role-Based Access Control for Co-browse

To configure Co-browse privileges for an agent you should:

• Import the Co-browse Plug-in for Workspace Desktop Edition template.
• Configure Role-Based Access Control.

Important

Starting in version 8.5.001.09, the plug-in is shipped with the Application Template and XML metadata that provide the plug-in options to configure in the cobrowse section. The Application Template also includes the Agent - Can Monitor Co-browse privilege, a dedicated privilege that the Co-browse plug-in supports starting in this release.

Importing the Co-browse Plug-in for Workspace Desktop Edition Template

Prerequisites

• You have configured Workspace Desktop Edition to allow the plug-in to work with Co-browsing.

Start

1. Open Genesys Administrator and navigate to PROVISIONING > Environment > Application Templates.
2. In the Create menu of the Tasks panel, click the Upload Template link.
   
3. Click Add in the Click ′Add′ and choose application template (APD) file to import dialog box.
4. Browse the Co-browse_WDE_Plug-in_850.apd file, available in the Templates directory of the plug-in installation. Click Open. The New Application Template panel opens.
5. Click Import Metadata.
   
6. Browse to the Co-browse_WDE_Plug-in_850.xml file, available in the Templates directory of the plug-in installation. Click Open. The metadata fields in the Configuration tab are now filled.
7. Click Save & Close.

End
Now, when you are provisioning the Privileges assigned to a Role, the list of Privileges available for Interaction Workspace includes the privileges defined in the Co-browse Plug-in template.

Configuring Agent Privileges to Work with Co-browse

You must complete this procedure to allow specific users or groups to manage Co-browse in Workspace Desktop Edition.
Prerequisites

• You have imported the Co-browse Plug-in for Workspace Desktop Edition Template.

Start

1. In Genesys Administrator, navigate to Provisioning > Accounts > Roles.
2. Edit or create a Role responsible for managing Co-browse in Workspace Desktop Edition. For instance, click New to create the Agent - Can Monitor Co-browse role.
3. Select the Role Privileges tab.
4. In the Add/Remove Products top panel, enable Interaction Workspace and expand the Interaction Workspace Co-browse Privileges section.
5. Set the Agent - Can Monitor Co-browse option to Allowed.
   
   
6. In the Members section of the Configuration tab, add the users or groups who should get this role.
   
   
7. Click Save & Close.

End