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.x 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 Features by Release
• Systems, Platforms and Compatibilities
• iWD Solution Architecture for 8.5.x
• Migration to 8.5.0/8.5.1

Installation Overview

• Deployment Overview
• InstallationPhaseOverview
• SystemConfigurationOverview
• BusinessLogicOverview
• Prepare for Installation

Installation 1

• Interaction Server Configuration
• Installing iWD GAX Plug-in
• Uploading IPs Using GAX
• Installing Runtime Node
• Installing iWD Manager
• Enabling/Disabling ADDP Connections

Installation 2

• Creating the Tenant in GAX
• Working with Integrated Capture Points
• iWD Setup Utility
• Manual Setup of the IWDBPs in 8.5.104
• Stat Server Extensions

Installation 3

• Logging
• Preparing iWD for use with Social Engagement
• Installing/Removing Language Packs

Troubleshooting

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

Configuration

• iWD Manager Configuration
• Roles and Privileges in GAX
• Setting Shared User Access Roles Across iWD and GRS
• Integration with Genesys Rules System and Universal Contact Server
• iWD Business Solution Configuration
• iWD Services
• iWD Reporting
• Configuring Multiple Business Processes
• Database Cluster Configuration

iWD Web Installation and Configuration

• Installing iWD Web for Windows Manually
• Installing iWD Web on Linux
• Create/Configure iWD Web in GAX
• Configure Web Service Capture Point
• Configuring Spring Services

Further Configuration

• Customer and Partner Translation
• High Availability