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Downloading Help files

Save the Help file to your local hard drive, and uncompress (extract) it to an empty folder. To open the Help file, open the folder into which the .zip file was extracted, then do one of the following:

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Viewing Help files

If, when you open the Help file, the contents do not display in the right window, consider the following:

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Copyright

All Genesys software is © Copyright 2011 – 2018 Genesys Telecommunications Laboratories, Inc. All rights reserved.

Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.

Trademarks

Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.

All other trademarks are the property of their respective owners.

Third Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions.

Workspace 8.5

  • This product contains Tomers.WPF.Localization distributed under terms of the Public Domain developed by Tomer Shamam.
  • Apache Lucene. Copyright 2006 The Apache Software Foundation.
  • The snowball stemmers in "contrib/Snowball.Net/Snowball.Net/SF/Snowball" were developed by Martin Porter and Richard Boulton. The full snowball package is available from: http://snowball.tartarus.org/
  • This product includes Microsoft Composite Application Guidance for WPF which comes from Microsoft "AS IS", with WITH ALL FAULTS. You bear the risk of using it. We give no express warranties, guarantees or conditions. To the extent permitted under your local laws, we exclude the implied warranties of merchantability, fitness for a particular purpose and non-infringement. Genesys will support utilized functionality provided by this software.
  • NOTICE OF RESTRICTED RIGHTS FOR ORACLE PRODUCTS LICENSED TO THE US GOVERNMENT Oracle Programs delivered to the United States government subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable license agreement therefor. Otherwise, Oracle programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software-Restricted Rights (June 1987). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065.

Workspace SIP Endpoint 8.5

  • Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize functionality of commercial or non-commercial third parties. For more information on any third-party software included with this component, contact your Technical Support representative.
  • NOTICE OF RESTRICTED RIGHTS FOR ORACLE PRODUCTS LICENSED TO THE US GOVERNMENT Oracle Programs delivered to the United States government subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable license agreement therefor. Otherwise, Oracle programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software-Restricted Rights (June 1987). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065.
  • This product contains AES (see Third Party Software Notices.doc for license).
  • This product contains software developed by the OpenSSL project for use in the OpenSSL Toolkit. (http://www.openssl.org).
  • This product contains cryptographic software written by Eric Young (eay@cryptsoft.com).
  • This product includes software written by Tim Hudson (tjh@cryptsoft.com).

Translation Legal Notice

Customer enabled language translation functionality is provided on an as-is basis for internal use only. Outside distribution of this functionality and/or any translation(s) created using such functionality is not permitted except under a separate agreement negotiated with Genesys specifically for the purpose of distributing Genesys related translations.

New in Release 8.5.0

Workspace Desktop Edition

  • New user interface and interaction model
    • A new default modern user interface (UI) visual theme with a complete set of new icons. The former theme can still be accessed by selecting the Blue theme from the Main Menu.
    • Larger icon and button size on the toolbar to improve usability of most frequent user actions.
    • New UI interaction model that combines the previously separate Main View and Interaction windows into a single, cohesive workspace.
    • The Main View interaction toolbar is now dockable to the top of the screen, with an optional auto-hide setting.
    • Genesys branding and logo has been added.
    • The ability to change the visual appearance of the UI has been significantly improved. It is possible to change the colors, icons, company branding, font type, and various UI elements, by adding custom theme.
  • E-mail
    • E-mail attachment file-type restriction.
    • Improvements in HTML content handling, with the ability to preview the appearance of content before sending.
  • Team communicator
    • Retains both the inbound and outbound voice call history, differentiating missed versus answered inbound calls.
  • Support for video interaction. Video interaction requires Workspace SIP Endpoint 8.5
  • Miscellaneous
    • Discontinue support of Main View gadget mode
    • Ability to play tone on multiple devices upon incoming interaction
  • Documentation
    • Context sensitive help is migrated to docs.genesys.com/Documentation. It can be accessed from the Workspace Help menu or directly through a web browser.
  • System compatibility updates
    • Microsoft .Net Framework 4.5 is a pre-requisite. For current customers upgrade from Microsoft .Net Framework 3.5 to 4.5 is required.
    • Support of Windows 8.1
    • Support of Red Hat Enterprise Linux 7
    • Discontinue support of Windows XP
    • Discontinue support of Windows 2003 Server, Solaris/SPARC 9, and RHEL 4 for central installation and update.
    • Discontinue support of Citrix XenApp 4.5

Workspace SIP Endpoint

Starting with release 8.5.0, Interaction Workspace SIP Endpoint shall be known as Workspace SIP Endpoint. The 8.5 release of Workspace SIP Endpoint requires Workspace Desktop Edition 8.5.

Some of the primary new features added in the 8.5.0 release are:

  • Video support
    • Ability to receive inbound video interactions.
    • Video interaction controls:
      • End video call
      • Hold video call
      • Transfer video call
    • Video screen controls:
      • Toggle camera on/off
      • Toggle between main and thumbnail views
      • Hide and show thumbnail view
      • Enlarge to full screen

New in Release 8.5.1

Workspace Desktop Edition

The following new feature was introduced in the 8.5.128.07 release:

  • Web Chat enhancement
    • Chat auto mark done: You can now configure Workspace to automatically mark chat interactions as done when the contact leaves the session.
    • Async Chat support: It is now possible for agents to put a chat session on hold without ending the chat session. Putting a chat session on hold places it into an agent's personal workbin or other destination specified by a Chat Server business process definition. Agents can retrieve 'on-hold' chat sessions from their personal workbin.
    • The chat transcript no longer automatically scrolls to the bottom if the agent is viewing the earlier part of the conversation within a chat session.

The following new feature was introduced in the 8.5.127.06 release:

  • Agents can be enabled to change the reading direction of text in HTML email interactions allowing the email to contain both right-to-left and left-to-right language scripts.

The following new feature was introduced in the 8.5.126.07 release:

  • Supervisor agent state and channel readiness management: Supervisors can now use Team Communicator to change remotely the agent’s global and individual channel readiness state. If needed, supervisors can log off an agent from all channels.
  • UCS 9.1 compatibility.

The following new feature was introduced in the 8.5.125.04 release:

The following new features were introduced in the 8.5.122.08 release:

  • Chat enhancements
    • New user experience to clearly differentiate messages from each party involved in the conversation.
    • Loading of historical Chat interaction within current chat session: This improvement allows agents to have the full context of past chat interactions without needing to open the contact interaction history.
    • Unread message indicator: This capability allows agent to know if sent messages were not read by the customer.
  • SMS enhancement
    • New user experience to clearly differentiate messages from each party involved in the conversation.
  • IM enhancement
    • New user experience to clearly differentiate messages from each party involved in the conversation.
  • Workbin enhancement
    • Display of updated interaction properties: Any property update of an interaction stored in the workbin by a background process is now reflected in the Workbin view.

The following new feature was introduced in the 8.5.121.03 release:

  • Hyperlink Preview
    • Agents can now see the URL when they mouse over hyperlink text.

The following new feature was introduced in the 8.5.119.05 release:

  • You can now configure Workspace to specify whether an outgoing email interaction must have a subject before the email can be sent.

The following new features were introduced in the 8.5.118.10 release:

  • Email enhancement
    • Manual text hyperlink creation and management: Agents can manually highlight text in the body of an outgoing email and convert it into hyperlink. Hyperlinks can also be edited and deleted through a dedicated dialog box.
  • Standard Response enhancement
    • Standard responses can be inserted by typing a shortcut keyword: System administrators can map frequently used standard responses to corresponding keyword shortcuts. This feature improves the response time of agents by simply typing a keyword instead of browsing or searching for frequently used responses.
  • Voice enhancement
    • Agents can transfer calls and make calls to the voicemail boxes of other agents and agent groups.
  • Case Information enhancement
    • Hierarchy tree control for case information data attribute: System administrators can configure case information data attributes to be displayed in a folder tree hierarchy for agents to edit or select a case value.
  • Miscellaneous
    • Workspace is rebranded to reflect the new Genesys logo.
    • Conditional “Force close this case”: Agents can no longer indiscriminately force close an interaction window. This action is available only when certain system error condition occur.
    • System administrators can now define whether a file type is editable or read-only when an agent downloads it.
    • Supports Screen Recording Service with Interaction Recording Web Services (RWS) in multi-site disaster recovery environments.
    • Support for Windows Server 2016
    • Support for Hyper-V on Windows Server 2016
  • Localization support — Workspace Desktop Edition supports the following localizations:
    • Arabic 8.5.118.00
    • Chinese (Simplified) 8.5.118.00
    • Chinese (Traditional) 8.5.118.00
    • French (Canada) 8.5.118.00
    • French (France) 8.5.118.00
    • German (Germany) 8.5.118.01
    • Italian (Italy) 8.5.118.00
    • Japanese 8.5.118.00
    • Korean 8.5.118.00
    • Polish 8.5.118.00
    • Portuguese (Brazilian) 8.5.118.00
    • Russian 8.5.118.00
    • Spanish (Mexico) 8.5.118.00
    • Turkish 8.5.118.00

The following new features were introduced in the 8.5.117.18 release:

  • Hybrid voice agent support
    • Agents can now log in on two distinct voice devices and answer or make calls (according to priority rules) from each of them. In particular Skype for Business and Workspace SIP Endpoint hybrid mode is now supported. Contact Centers are no longer required to choose between Skype for Business or Workspace SIP Endpoint as their communication media of choice. With hybrid mode, both can be used by the same agent for handling customer interactions and internal communication. This feature significantly expands Skype enabled enterprise/back office users as available resources for assistance to improve first contact resolution.
  • Contact Management enhancement
    • Display list of possible matching contact on screen-pop: Workspace can be configured to display a list of possible matching contacts when a new interaction is received. This new feature allows agents to further qualify the contact to insure the interaction is properly assigned to the correct contact.
    • Highlight current interaction in interaction history: Some interactions might require several exchanges between the contact and the contact center. To help the agent quickly understand the context of the conversation across several interactions, Workspace automatically highlights the current interaction in the contact’s interaction history. This capability allows the agent to focus only on historical interactions that are related to the current one.
  • Case Information enhancement
    • Mandatory case information key-value pair: You can configure which key-value pair(s) are mandatory on Mark Done. This feature allows the business to capture critical interaction data when required.
  • Outbound Campaign enhancement
    • Some Outbound Campaign calls might have to be transferred to another user. Depending on the transfer destination, the call result might become lost in the process. This improvement introduces an option to force the transferring agent to finalize the outbound record processing, including setting the call result, before the transfer is completed.
  • Localization support — Workspace Desktop Edition supports the following localizations:
    • Arabic 8.5.118.00
    • Chinese (Simplified) 8.5.118.00
    • Chinese (Traditional) 8.5.118.00
    • French (Canada) 8.5.118.00
    • French (France) 8.5.118.00
    • German (Germany) 8.5.118.01
    • Italian (Italy) 8.5.118.00
    • Japanese 8.5.118.00
    • Korean 8.5.118.00
    • Polish 8.5.118.00
    • Portuguese (Brazilian) 8.5.118.00
    • Russian 8.5.118.00
    • Spanish (Mexico) 8.5.118.00
    • Turkish 8.5.118.00

The following new features were introduced in the 8.5.116.10 release:

  • Genesys Interaction Recording integration enhancement
    • Screen recording in hot seating environments support. For contact centers that use the hot/free seating (hot desking) model, agents can now log in from any workstation running Genesys Screen Recording to accurately capture agents’ activities on their displays for process and quality management.
  • Voice enhancement
    • Support for Cisco single-place-with-2-DNs switch model. This switch deployment model allows agents to register on a single Place both a personal DN (for direct extension calls) and an ACD DN (for routed calls). This capability prevents ACD calls from being routed to the agents if they are on a personal DN call.
  • Miscellaneous enhancements
    • Option to screen pop new interactions in the background when an agent is already actively handling an interaction. For agents who have the ability to handle multiple simultaneous interactions, this new capability reduces the amount of disruptions when new interactions arrive.
    • Thread view is now supported for Interaction Search.
    • Workspace no longer auto prepends the configured reply prefix (like "RE:") when an agent replies to an email that already includes the prefix.
  • Localization support — Workspace Desktop Edition supports the following localizations:
    • Arabic 8.5.115.00
    • Chinese (Simplified) 8.5.116.01
    • Chinese (Traditional) 8.5.116.01
    • French (Canada) 8.5.116.01
    • French (France) 8.5.116.01
    • German (Germany) 8.5.116.01
    • Italian (Italy) 8.5.116.01
    • Japanese 8.5.116.01
    • Korean 8.5.116.01
    • Polish 8.5.116.01
    • Portuguese (Brazilian) 8.5.116.02
    • Russian 8.5.116.02
    • Spanish (Mexico) 8.5.116.01
    • Turkish 8.5.116.01

The following new features were introduced in the 8.5.115.17 release:

  • Chat enhancements
    • Chat file transfer support. Customers and agents can now, in real-time, exchange files during chat interactions. This capability improves the agent’s ability to collaborate with the customer resulting in shorter handle time.
    • Emoji support. Agents can now receive and send emojis during chat interactions. By default, the application uses the operating system’s emoji character set. It is possible to configure the application to display other 3rd party emoji characters if necessary. This capability ensures the customer intention is not lost when an emoji is used during an interaction.
    • The transcripts of Chat and SMS (Session Mode) interactions, accessed in the Interaction History views, now include timeout warnings and auto-disconnect messages if the interaction was ended due to inactivity.
  • Email enhancement
    • The list of selectable ‘From’ addresses displayed when an agent responds to an email can now be set by a routing strategy. This capability allows the routing designer to dynamically adjusts the list of 'From' addresses the agent should use instead of relying on a list statically assigned to the agent.
  • Outbound Campaign enhancements
    • For Outbound Campaign preview records, agents can now manually enter a number to dial during the preview phase. This capability allows contact centers to have closer adherence to Outbound Campaign dialing regulations in certain regions.
    • You can now configure Workspace to prevent agents from scheduling personal callbacks.
  • Case information enhancement
    • You can now configure the case information to display certain standard interaction attributes in addition to attached data. The eServices interaction attribute 'ScheduledAt' can be configured to allow an agent to edit the value to manually specify the scheduled date of the interaction.
  • Localization support — Workspace Desktop Edition supports the following localizations:
    • Arabic 8.5.115.00
    • Chinese (Simplified) 8.5.115.00
    • Chinese (Traditional) 8.5.115.00
    • French (Canada) 8.5.115.00
    • French (France) 8.5.115.00
    • German (Germany) 8.5.115.01
    • Italian (Italy) 8.5.115.00
    • Japanese 8.5.115.00
    • Korean 8.5.115.00
    • Polish 8.5.115.00
    • Portuguese (Brazilian) 8.5.115.00
    • Russian 8.5.115.00
    • Spanish (Mexico) 8.5.115.00
    • Turkish 8.5.115.00

The following new features were introduced in the 8.5.114.08 release:

  • Automatic Place selection using Place Groups. This feature allows you to optimize the number of Places and SIP DNs to be created to support a flexible set of remote agents. When an agent is assigned or selects a Place Group, Workspace automatically selects an available Place for the phone used by the agent. This feature is limited to voice-only agents working with SIP Server DNs that are configured to be used along with the login.voice.prompt-dn-less-phone-number option.
  • Email enhancements
    • Ability to prevent agents from changing the 'To' and 'CC' addresses and adding a 'BCC' address when replying to an inbound email. This capability ensures email replies are sent to the intended recipient.
    • Ability to prevent agents from adding 'CC' and 'BCC' addresses when initiating a new email.
    • Improved email address format validation. This improvement ensures that 'To', 'CC', and 'BCC' email addresses are correctly entered when the agent attempts to send the email.
  • Localization support — Workspace Desktop Edition supports the following localizations:
    • Arabic 8.5.114.00
    • Chinese (Simplified) 8.5.114.00
    • Chinese (Traditional) 8.5.114.00
    • French (Canada) 8.5.114.00
    • French (France) 8.5.114.00
    • German (Germany) 8.5.114.00
    • Italian (Italy) 8.5.114.00
    • Japanese 8.5.114.00
    • Korean 8.5.114.00
    • Polish 8.5.114.00
    • Portuguese (Brazilian) 8.5.114.00
    • Russian 8.5.114.01
    • Spanish (Mexico) 8.5.114.00
    • Turkish 8.5.114.00

The following new features were introduced in the 8.5.113.11 release:

  • Email enhancements
    • Support for embedded images within the body of inbound emails. Emails are often sent with images inserted within the email body for illustration purposes. Agents receiving these emails can now see the images at the position intended by the sender.
    • Embedded images within the body of outbound email. Agents composing emails can now copy/paste or insert images in the email body within the text and adjust the image size if needed. Resizing an image in the email body increases or decreases the size of the email.
    • Email interaction history now displays embedded images.
    • In-line email forwarding.
      • This feature allows agents to forward an email as part of the body of an email instead of as an attachment. This allows agents to add comments and attachments before sending the forwarded email.
      • Agents can now forward from the History view, inbound and outgoing email when they are in the 'Done' state.
    • Space-tabbing within the email body. Agents can use the ‘Tab’ key to insert spacing within the email body. Previously, this action moved the focus to another part of the application.
  • Chat enhancement
    • Agents are notified by a visual alert when a customer or another party disconnects from a chat session that does not have the focus.
  • Localization support — Workspace Desktop Edition supports the following localizations:
    • Arabic 8.5.113.00
    • Chinese (Simplified) 8.5.113.00
    • Chinese (Traditional) 8.5.113.00
    • French (Canada) 8.5.113.00
    • French (France) 8.5.113.00
    • German (Germany) 8.5.113.00
    • Italian (Italy) 8.5.113.00
    • Japanese 8.5.113.00
    • Korean 8.5.113.00
    • Polish 8.5.113.00
    • Portuguese (Brazilian) 8.5.113.00
    • Russian 8.5.113.00
    • Spanish (Mexico) 8.5.113.00
    • Turkish 8.5.113.00

The following new features were introduced in the 8.5.112.08 release:

  • Focus-time reporting
    • Workspace Desktop Edition is an omni-channel application that enables agents to manage several simultaneous interactions on different channels. Workspace now tracks the duration for which each interaction is actively being worked on (in focus) to better support accurate reporting of an agent’s time spent per interaction. This information is recorded by Genesys Info Mart for historical reporting purpose. Genesys Info Mart version 8.5.004.06 or higher is required to use this feature.
  • Standard Response enhancement
    • Custom field codes support. You can now insert pre-defined text into outgoing email interactions by using a Standard Response configured to contain custom field codes.
  • Login enhancements
    • Recent Place selection at login has been optimized. Previously, the Use recent place check box was hidden in the Show More area. The check box is now displayed more prominently, with enhanced logic, to reduce accidental login on an incorrect device if an agent logs in from a location that is different from the last login.
    • Performance improvement by storing the agent's personal profile outside of the Configuration Server Person annex, in a controlled network area. This reduces the amount of data that is stored in Configuration Server and Workspace no longer executes Write requests to Configuration Server. Also, this feature enables the capability to access the agent's personal profile from any workstation/location where the agent logs in.
  • Workspace SIP Endpoint enhancement
    • Support of domain parameter configuration. You can now configure the Domain to be specified in the SIP REGISTER request separately from the address where this request is sent.
  • System compatibility update
    • Workspace and Workspace SIP Endpoint now support Windows 10. This support does not include Genesys Workspace Plugins. For plugin support information, refer to the specific documentation for each plugin.
  • Miscellaneous improvements
    • An agent's last used interaction search criteria in the Advanced Search view of the Interaction Search, My History, Contact History, and Contact Directory views is now retained between login sessions.
    • Workbin and Interaction Queue Filter sort order is now retained between login sessions.
  • Localization support — Workspace Desktop Edition supports the following localizations:
    • Arabic 8.5.112.00
    • Chinese (Simplified) 8.5.112.01
    • Chinese (Traditional) 8.5.112.00
    • French (Canada) 8.5.112.00
    • French (France) 8.5.112.00
    • German (Germany) 8.5.112.01
    • Italian (Italy) 8.5.112.00
    • Japanese 8.5.112.00
    • Korean 8.5.112.01
    • Polish 8.5.112.00
    • Portuguese (Brazilian) 8.5.112.01
    • Russian 8.5.112.01
    • Spanish (Mexico) 8.5.112.00
    • Turkish 8.5.112.01

The following new features were introduced in the 8.5.111.21 release:

  • Added support for Genesys Callback
    • Genesys Callback preview mode is now supported. With preview mode, agents can review important callback request data prior to initiating the call to customer. This capability allows agents to deliver a personalized customer experience for each callback request.
    • Ability to reschedule callback request. This feature allows agents to reschedule a callback interaction if the line is busy, an answering machine is reached, or a customer asks to change the time to make sure the customer’s initial inquiry is satisfied.
    • Ability to schedule callback followup while handling another interaction from same customer. This feature allows agents to schedule a followup call during another interaction, from any media channel. The scheduled callback becomes a child of the original interaction from which it originated with the same case information as the parent interaction.
    • Ability to schedule a standalone callback to a contact or phone number.
  • Voice enhancement
    • Hold duration and warning. Workspace can now be configured to display the duration that a call is in hold state. There are two threshold warnings informing the user that the call is on hold for too long.
  • Client-side Configuration Server cluster load balancing
    • It is now possible to provision Workspace in the management layer as a single application connected to a cluster of Configuration Server proxies. This capability allows Workspace to distribute load across multiple Configuration Servers and provides warm-standby in the N+1 model without relying on an expensive hardware load balancer.
  • Localization support — Workspace Desktop Edition supports the following localizations:
    • Arabic 8.5.110.00
    • Chinese (Simplified) 8.5.111.00
    • Chinese (Traditional) 8.5.111.00
    • French (Canada) 8.5.111.00
    • French (France) 8.5.111.00
    • German (Germany) 8.5.111.00
    • Italian (Italy) 8.5.111.00
    • Japanese 8.5.111.00
    • Korean 8.5.111.00
    • Polish 8.5.111.00
    • Portuguese (Brazilian) 8.5.111.00
    • Russian 8.5.111.00
    • Spanish (Mexico) 8.5.111.00
    • Turkish 8.5.111.00

The following new features were introduced in the 8.5.110.13 release:

  • Inbound MMS support
    • Ability for agents to receive inbound text messages with images.
    • A message with one or more images is presented as a thumbnail along with any associated written text. Agents can open the image for full viewing as needed.
    • Images are stored within the contact’s interaction history.
    • Supported image formats are: .bmp, .gif, .jpeg, .png, .tiff, and .ico.
  • Interaction queue and agent workbin supervision enhancement
    • Ability to perform quick keyword search for interactions within the selected interaction queue and agent workbin. For interaction queue and agent workbins that contain a large number of items, this feature allows the supervisor to quickly find interactions for further processing.
  • Agent personal and shared workbin enhancement
    • Ability for agents to perform a quick keyword search for interactions within the selected personal and shared workbin. For workbins that contain a large number of items, this feature allows agents to quickly find interactions for further processing.
    • Ability to configure a Shared Workbin so that its content is refreshed on-demand only instead of being automatically refreshed each time the content is updated.
  • Contact interaction history, my history, and interaction search enhancements
    • Ability to mark done in-progress interactions.
    • Ability to delete in-progress outbound email interactions.
  • Miscellaneous enhancements
    • For cross site internal calls, the receiving agent can now see the name of the calling agent. This enhancement is applicable for SIP Server deployments.
    • Time value statistic in the team communicator during target selection now displays in proper time format (hh:mm:ss).
    • Support for Windows Server 2012 Hyper-V.
  • Localization support — Workspace Desktop Edition supports the following localizations:
    • Arabic 8.5. 110.00
    • Chinese (Simplified) 8.5.110.00
    • Chinese (Traditional) 8.5.110.00
    • French (Canada) 8.5.110.00
    • French (France) 8.5.110.01
    • German (Germany) 8.5.110.00
    • Italian (Italy) 8.5.110.00
    • Japanese 8.5.110.00
    • Korean 8.5.110.00
    • Polish 8.5.110.00
    • Portuguese (Brazilian) 8.5.110.00
    • Russian 8.5.110.00
    • Spanish (Mexico) 8.5.110.00
    • Turkish 8.5.110.00

The following new features were introduced in the 8.5.109.16 release:

  • In environments where Workspace Desktop Edition is hosted using Virtual Desktop Infrastructure (VDI) and requires a reliable and distortion free audio and video communication channels, Workspace SIP Endpoint can now be deployed as a standalone application on agent workstations. The deployment architecture is supported when Workspace Desktop Edition is virtualized using:
    • Citrix XenApp and XenDesktop
    • Microsoft Remote Desktop Service
    • VMWare Horizon
  • Outbound campaign enhancement
    • Preview mode timed dialing. It is now possible to provision Workspace Desktop Edition to automatically dial a contact record’s phone number upon preview duration expiration.
  • Chat, Email, Workitem and SMS enhancements
    • Improved high availability support. In the event of a connectivity issue with Interaction Server or Interaction Server Proxy, Workspace can now be configured to continue the interaction with the customer until it re-connects to the backup server or to another node of the cluster.
    • Text zoom for the chat transcript, email body, and SMS transcript. It is now possible for the user to control the text display size of chat, email, and SMS media.
  • Voice enhancement
    • Applicable for SIP Server deployment. During multi-party conferences, the user now has the ability to temporarily suspend individual parties, including the customer, from participating in the conference. This feature allows agents to have private conversations during conference calls with a customer.
  • Miscellaneous enhancements
    • Enhance the display name of Configuration Server objects using the object annex. This capability allows system administrators to define an alternative display name for the following objects:
      • Routing point
      • ACD queue
      • Interaction queue
      • Action code
      • Workbin
      • Business Attribute
      • Skill
      • Agent group
      • Virtual queue
    • Runtime configuration of statistic gadget statistics. The statistic gadget dynamically reflects configuration changes without requiring the user to re-login.
    • My Team Workbin now displays the agent name instead of the agent ID.
  • Localization support — Workspace Desktop Edition supports the following localizations:
    • Arabic 8.5.109.00
    • Chinese (Simplified) 8.5.109.00
    • Chinese (Traditional) 8.5.109.00
    • French (Canada) 8.5.109.00
    • French (France) 8.5.109.00
    • German (Germany) 8.5.109.00
    • Italian (Italy) 8.5.109.00
    • Japanese 8.5.109.00
    • Korean 8.5.109.00
    • Polish 8.5.109.00
    • Portuguese (Brazilian) 8.5.109.00
    • Russian 8.5.109.00
    • Spanish (Mexico) 8.5.109.00
    • Turkish 8.5.109.00

The following new features were introduced in the 8.5.108.11 release:

  • Chat enhancement
    • Customer typing text preview: When configured, this ability allows agents to see the actual text the customer is typing before it is sent.
  • Disposition Code enhancement
    • Option to display disposition codes in category hierarchy: When there are a large number of disposition codes, this capability allows system administrators to logically categorize disposition codes such that it minimize the agent’s need to scroll through the entire list during disposition code selection.
    • Ability to search for disposition code across category structures
  • Stat Server N+1 cluster load balancing
    • You can now provision Workspace Desktop Edition in the Management Layer to connect to a cluster of Stat Servers. This allows you to manage the following:
      • Load balancing between Stat Servers
      • Warm standby in a N+1 model instead of Primary-Back mode
  • Miscellaneous
    • Support automated Genesys Interaction Recording (GIR) screen recorder agent credential authentication. This eliminates the need for agents to have to login twice and ensures that the recording is accurately associated with the correct agent activities.
    • Improved license consumption for eService media. Option for system administrator to configure Workspace Desktop Edition consumption of Interaction Server seat license based on channel log on/off instead of by ‘<channel> - Can Use…’ privileges.
  • Localization support — Workspace Desktop Edition supports the following localizations:
    • Chinese Traditional: 8.5.106.02

The following new features were introduced in the 8.5.106.19 release:

  • eService Business Continuity
    • eService Business Continuity provides the ability for the application to continue to offer critical functions in the event of a disaster scenario where the preferred data center encounters problem
    • Workspace can be configured to automatically switch from the preferred to the backup site in the event of a disaster
  • eService N+1 cluster load balancing
    • Load balancing that is applicable to Interaction Server and Universal Contact Server
    • Workspace can be provisioned in the Management Layer to act as a single application, allowing a single Workspace software package to be distributed to all users. This new capability eliminates the need to provision multiple Workspace applications when the number of users per Interaction Server and Universal Contact Server instance exceeds the recommended limit.
  • Case Information enhancement
    • System administrators can now configure validation rules for the “string” data type. This new capability ensures that the user not only enters the correct number of characters, but also the correct “string” format for the selected key-value pair (KVP).
  • Miscellaneous
    • You can configure Workspace to not automatically display the interaction view at screen-pop, which minimizes the Workspace usage of screen real-estate. When configured, only the toolbar is displayed, leaving the remaining screen real-estate for other business applications.
    • Support for IPv6
  • Localization support — Workspace Desktop Edition supports the following localizations:
    • French: 8.5.100.02
    • French Canada: 8.5.100.00

The following new features were introduced in the 8.5.105.12 release:

  • Auto-answer with timed interaction preview. When Workspace is configured to auto-answer inbound interactions, it is now possible to display the interaction preview window for a specified period of time, at the end of which the interaction is automatically answered.
  • Spelling check enhancement:
    • For outgoing email, chat, and SMS interactions, new options are available to configure Workspace to prompt the agent if there are remaining misspelled words in the interaction when the agent attempts to send or reply to interactions.
  • Standard Response enhancement:
    • Improved usability of inserting standard response in outgoing reply by double-clicking on a response in the Standard Response list.
  • System Compatibility Update:
    • Added support for VMware Horizon (with View) 6 desktop virtualization

The following new features were introduced in the 8.5.104.15 release:

  • Interaction Search
    • A new module allowing users to search for historical customer interactions outside the context of "My History" and "Contact History".
    • Ability to search for system interaction attributes like dates, media types, status, and email addresses.
    • Ability to search for business attributes stored as attached data key-value pairs.
    • Ability to search for specific text within the email body, the chat transcript, the subject, and the notepad.
    • Ability to search for interactions using the "Processed By" attribute. A supervisor can take advantage of this feature to view historical interactions detail handled by agents.
    • Ability to search within a specific date range using the "Between" operator.
  • E-mail enhancement
    • Ability to provide a comment when forwarding email interactions to external resources.
    • Ability to provide multiple “To” and “CC” addresses when forwarding to external resources.

The following new features were introduced in the 8.5.103.10 release:

  • E-mail enhancement
    • Ability to require agents to provide a disposition code when they transfer or forward an e-mail interaction to an external recipient.
  • Voice enhancements
    • Applicable to SIP Server only, a new option to prevent automatic reconnection with a contact when a consultation call is ended.
    • A new option to immediately change the agent state from After Call Work (ACW) to the prior state when an agent marks a voice interaction as Done.
  • Others enhancements
    • Security improvement: A new option to not automatically populate the login window with the login name of the last agent who used Workspace on the workstation, requiring agents to provide this information each time they login.

The following new features were introduced in the 8.5.102.06 release:

  • Single sign-on using Kerberos
    • Ability to configure Workspace to authenticate agents using their Windows (or MIT compliant) credential.
    • With Single sign-on, agents are not requested to provide username and password when starting the application; this reduces the need to memorize Genesys login credential, saves value time, and administration effort.
  • Adjustable user interface text and icon display size setting
    • Ability for the system administrator to adjust the display of text and other user interface elements by applying magnification settings to make it easier to read what is on the screen.
  • Team Communicator enhancement
    • Ability to configure which virtual queue statistic is displayed for Queue, Interaction Queue, and Route Point object types in the Team Communicator. This feature provides greater visibility about the state of the target destination when performing actions such as transfer, conference, and consultation.
  • Case Information
    • Ability to configure the storage format of date and time format, independent of the settings of the user’s operating system when an interaction includes a date/time key-value pair displayed in the case information. This setting enables other systems to consistently process the business data. The visual display of date and time is consistent with user’s operating system settings.
  • Compatibility Update
    • Support for Management Framework 8.5.
    • Support for Universal Contact Server (UCS) 8.5
    • Support for eServices 8.5.

The following new features were introduced in the 8.5.101.14 release:

  • Contact management enhancement
    • Ability to specify which contact profile attributes can be edited by agents
  • E-mail enhancement
    • Ability to print e-mail interactions from Contact Interaction History, My History, and Workbin views
  • Team communicator enhancements
    • Improved performance and network bandwidth consumption by employing the new Management Framework protocol
    • Ability to configure an alternate display name for configuration objects, such as Agent Groups, Skills, and Routing Points, that are displayed in corporate favorites and search results sets.
  • Voice interaction enhancement
    • For SIP Server deployed in multi-site architecture, Workspace now properly displays user name of participants during conference scenario
  • Others
    • Microsoft Click Once deployment enhancement
      • A new option to force agent to update the application when update is required
    • Localization enhancements include the ability to localize the following objects:
      • DN objects (Routing Point, ACD Queue, Virtual Queue)
      • Interaction queue
      • Interaction workbin
      • Agent group
      • Skill
      • Action Codes such as agent and channel states
      • Business attribute and values such as interaction disposition
    • Accessibility enhancement
      • Interaction Preview toast (Interaction Notification view) now gets focus upon ringing event. This enables text-to-speech software to read to agents the data and possible actions being displayed in the view.
  • System compatibility update
    • Citrix XenDesktop 7 and XenApp 7 support

The following new features were introduced in the initial 8.5.100.05 release:

  • SIP Voicemail Support
    • Support for personal and group voicemail boxes
    • Notify user of non-retrieved voicemails
    • Click to dial voicemail box with DTMF support
  • High Contrast Theme
    • To assist users with visual disabilities, Workspace Desktop Edition includes an out-of-box high contrast theme
  • System Compatibility Update
    • Windows Remote Desktop and RemoteApp support on Windows Server 2012
  • Localization support — Workspace Desktop Edition supports the following localizations:
    • Arabic: 8.5.100.01
    • Chinese (Simplified): 8.5.100.00
    • French: 8.5.100.02
    • German: 8.5.100.02
    • Italian: 8.5.100.01
    • Japanese: 8.5.100.00
    • Korean: 8.5.100.00
    • Polish: 8.5.100.02
    • Portuguese (Brazilian): 8.5.100.02
    • Russian: 8.5.100.04
    • Spanish (Latin American): 8.5.100.02
    • Turkish: 8.5.100.02

Workspace SIP Endpoint

The 8.5 release of Workspace SIP Endpoint requires Workspace Desktop Edition 8.5.

The following new features were introduced in the 8.5.114.05 release:

  • You can now enable a ringback ring tone when making calls, transferring calls, and starting consultation calls.
  • You can now specify that DTMF digits are not printed in logs. You can configure Workspace SIP Endpoint to print masked values instead.
  • Workspace SIP Endpoint no longer requires Microsoft Visual C++ 2005 Redistributable package. The Workspace SIP Endpoint installation package no longer installs this package.

The following new features were introduced in the 8.5.113.02 release:

  • Workspace SIP Endpoint now supports DNS SRV resolution to connect to Genesys SIP Proxies.
  • You can now configure Workspace SIP Endpoint to include the MAC address of the host in the SIP message headers.
  • You can now specify the TCP port range used for client-originated connections when SIP communication is configured to be transported over TCP or TLS protocol.

The following new features were introduced in the 8.5.107.03 release:

  • System compatibility update
    • Workspace and Workspace SIP Endpoint now support Windows 10.

The following new features were introduced in 8.5.105.03 release:

  • This release contains no new features. This is a compatibility update for Workspace Desktop Edition 8.5.110.13

The following new features were introduced in 8.5.104.12 release:

  • Standalone deployment architecture
    • In environments where Workspace Desktop Edition is hosted using Virtual Desktop Infrastructure (VDI) and requires a reliable and distortion free audio and video communication channels, Workspace SIP Endpoint can now be deployed as a standalone application on agent workstations.

The following new features were introduced in 8.5.103.03 release:

  • Support for IPv6

The following new features were introduced in 8.5.101.01 release:

  • This release features bug fixes only.

The following new features were introduced in the initial 8.5.100.10 release:

  • Support for H264 and G729 codecs

login.voice.prompt-dn-less-phone-number

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.


Specifies whether a DN-less phone number is prompted for in the login window. This option could be defined in PlaceGroup Object. This option is specific to SIP Server environment.

What is Workspace Desktop Edition?

Welcome to Genesys Workspace Desktop Edition (formerly Interaction Workspace). Workspace is a service that makes the omnichannel contact center come alive for your agents and supervisors!

Workspace Desktop Edition falls under the Employee Engagement Omnichannel solution of the PureEngage offering.

Hardware Sizing information for Workspace Desktop Edition can be found here.

It is easy to migrate from Interaction Workspace 8.1 to Workspace 8.5 Workspace is a role-based, task-sensitive, and fully extensible smart client application that enables users to provide a great customer experience across any channel, any time. This application is targeted for contact center agents, back-office experts, and branch office workers. Click the image to view an overview video of Workspace 8.5!

The Workspace CD includes Language Pack(s) which allow installers to select the language in which the user interface (UI) and online help files display.

What's New

Release Notes

Documentation

Deployment Guide

Use to deploy Workspace.

.NET Developer's Guide and API Reference

Use to customize Workspace.

Extension Examples

Use this to understand best coding practices.

Custom Localization

Use this to build your own localization of Workspace.

User's Guide

Use this to understand basic agent use case procedures for Workspace.

Help

Use this help file as a guide to the Workspace user interface.

International Release Notes, Help and Videos

Other documentation where Workspace is used

Workspace supports silent monitoring of agents on two different server types, SIP Server and T-Server for Cisco Unified Communications Manager.

Starting with release 8.5.0, Genesys Interaction Workspace is known as Genesys Workspace Desktop Edition.


More Release Information


Starting with release 8.5.0, Interaction Workspace shall be known as Workspace Desktop Edition.

Release Notes

Documentation

Deployment Guide

Use to deploy Interaction Workspace.

.NET Developer's Guide and API Reference

Use to customize Interaction Workspace.

Extension Examples

Use this to understand best coding practices.

Custom Localization

Use this to build your own localization of Interaction Workspace.

User's Guide

Use this to understand basic agent use case procedures for Interaction Workspace.

Help (wiki)

Use this help file as a guide to the Interaction Workspace user interface.

Help (CHM)

Use this help file as a guide to the Interaction Workspace user interface.

International Release Notes and Help

Readme

Starting with release 8.5.0, Interaction Workspace shall be known as Workspace Desktop Edition.

Release Notes

Documentation

Deployment Guide

Use to deploy Interaction Workspace.

Extension Examples

Use these to understand best coding practices.

User's Guide

Use this to understand basic agent use case procedures for Interaction Workspace.

Help

Use this help file as a guide to the Interaction Workspace user interface.

Readme


This page was last modified on October 1, 2018, at 11:21.