intelligent Workload Distribution 8.5 Deployment Guide

Welcome to the intelligent Workload Distribution 8.5 Deployment Guide. This document describes how to install and configure intelligent Workload Distribution (iWD).This document is valid for 8.5.0 releases of this product.

This document is primarily intended for IT staff who are responsible for iWD installation and configuration and business analysts who are responsible for department and process configuration. It has been written with the assumption that you have a basic understanding of:

• The workflow concepts as implemented in the various enterprise source systems (for example, business process management (BPM) systems, host systems, CRM systems, and so on) from which iWD solution will capture tasks.
• Network design and operation.
• Your own network configurations.

Overview

• New in Release 8.5.0
• Systems, Platforms and Compatibilities
• iWD Solution Architecture for 8.5.0
• Migration to 8.5.0

Installation Overview

• Deployment Overview
• Installation Phase Overview
• System Configuration Overview
• Business Logic Overview

Installation 1

• Prepare for Installation - UPDATED
• Interaction Server Configuration
• Installing/Removing iWD GAX Plug-ins-UPDATED
• Installing Genesys Rules System
• Installing Runtime Node - UPDATED
• Installing iWD Manager - UPDATED
• Enabling/Disabling ADDP Connections

Installation 2

• Creating the (Tenant and) Solution in GAX Plug-in
• Working with Integrated Capture Points
• iWD Setup Utility
• Stat Server Extensions
• Logging
• Preparing iWD for use with Social Engagement

Troubleshooting

• Troubleshooting - NEW
• Support for RHEL 64-bit Platforms - NEW
• Blocked Lookup Tables - NEW

Configuration

• iWD Manager Configuration
• Roles and Privileges in GAX
• iWD GAX Plug-in Configuration
• iWD Services
• iWD Reporting

Further Configuration

• Customer and Partner Translation
• High Availability - UPDATED