Installing the Plug-in for Interaction Workspace

The Genesys Web Engagement Plug-in for Interaction Workspace allows you to enable chat and web callback engagement features in Interaction Workspace. See Genesys Web Engagement Plug-in for Interaction Workspace Help for details.

To install this plug-in, complete the following procedures:

1. Installing the Plug-in for Interaction Workspace
2. Importing the Plug-in for Interaction Workspace Template
3. Adding a Connection to the Backend Server if you are following the Standalone deployment scenario. If you are following the Clustering deployment scenario, complete Adding a Connection to the Load Balancer for the Backend Servers.
4. Configuring Role-Based Access Control
5. Genesys Web Engagement can also work with agents who are Team Leads. For details about how to configure Team Leads, see the following topics in the Interaction Workspace Deployment Guide:
   • Procedure: Enabling agents to be Team Leads
   • Monitoring Chat Interactions

Installing the Plug-in for Interaction Workspace

Prerequisites

• Your environment includes Interaction Workspace. See Genesys environment prerequisites for compliant versions. For more information about installing Interaction Workspace, refer to the Interaction Workspace Deployment Guide.

Start

1. In your installation package, locate and double-click the setup.exe file.
2. Click Next. The Select Installed Application screen appears.
3. Select your Interaction Workspace application.
4. Click Next. The Ready to Install screen appears.
5. Click Install. The Genesys Installation Wizard indicates it is performing the requested operation for the Genesys Web Engagement Plug-in for Interaction Workspace. When through, the Installation Complete screen appears.
6. Click Finish to complete your installation. As a result of the installation, the following files are copied to the Interaction Workspace installation directory:
   • InteractionWorkspace\Genesyslab.Desktop.Modules.WebEngagement.dll
   • InteractionWorkspace\Genesyslab.Desktop.Modules.WebEngagement.module-config
   • InteractionWorkspace\Newtonsoft.Json.Net35.dll

End

Importing the Plug-in for Interaction Workspace Template

Prerequisites

• You completed Installing the Plug-in for Interaction Workspace

Start

1. In Genesys Administrator, navigate to Provisioning > Environment > Application Templates.
2. In the Tasks panel, click 'Upload Template.
   
   
   

   Upload Template link in the Tasks panel
3. In the Click 'Add' and choose application template (APD) file to import window, click Add.
4. Browse to the Web_Engagement_iWS_Plug-in.apd file. The Configuration tab for the new template opens.
5. Click Import Metadata.
   
   
   

   Click Import Metadata.
6. Select the Web_Engagement_iWS_Plug-in.xml metadata file and click Open. The metadata fields in the Configuration tab are now filled.
7. Click Save & Close.

End

Adding a Connection to the Backend Server

Prerequisites

• You completed Importing the Plug-in for Interaction Workspace Template
• You are following the Standalone deployment scenario and need to add a connection to a single Backend Server.

Start

1. In Genesys Administrator, navigate to Provisioning > Environment > Applications, select the Interaction Workspace application, and click Edit....
2. In the Connections section, click Add. The Browse Applications window opens.
3. Select the Web Engagement Backend Server application and click OK. The Backend Server is added to the list of Connections.
4. Click Save & Close.

End

Adding a Connection to the Load Balancer for the Backend Servers

Prerequisites

• You completed Importing the Plug-in for Interaction Workspace Template
• You are following the Clustering deployment scenario and need to add a connection to the load balancer for the Backend Servers.

Start

1. In Genesys Administrator, navigate to Provisioning > Environment > Applications, select the Interaction Workspace application, and click Edit....
2. Select the Options tab and click New.
3. Set the following values:
   • Location: Options
   • Section: settings
   • Name: loadbalancer
   • Value: The address of your load balancer for the Backend Servers — for example, http://198.51.100.12:8000.
4. Click OK. The option is added to the [settings] section.
5. Click Save & Close.

End

Configuring Role-Based Access Control

Complete this procedure to allow specific users or groups to manage Web Engagement in Interaction Workspace.

Prerequisites

• You completed Importing the Plug-in for Interaction Workspace Template

Start

1. In Genesys Administrator, navigate to Provisioning > Accounts > Roles.
2. Edit or create a Role responsible for managing Web Engagement in Interaction Workspace. For instance, create the Agent can Monitor Web Engagement role by clicking the New button.
3. Select the Role Privileges tab.
4. In the Add/Remove Products top panel, enable Interaction Workspace and expand the Interaction Workspace Web Engagement Privileges section.
5. Set the Allowed value for the Agent - Can Monitor Web Activity option.
   
   
   

   Select 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

Next Steps

• Installing the Plug-in for Genesys Administrator Extension