This document provides information about how to customize Interaction Workspace by using extensions. It contains the following sections:
You can customize Interaction Workspace by using two approaches:
- Configuration—You can change the appearance and behavior of the application by configuring parameters (such as, options, annexes and tasks) in Genesys Administrator or any other Genesys Graphic User Interface (GUI), when applicable. The Interaction Workspace 8.0.0 User's Guide provides detailed information about configuration options.
- Extensions—You can extend the out-of-the-box GUI and business logic through development. Activation of an extension is performed through configuration.
Build custom modules by using the Genesys developer stack, which is composed of the following SDKs:
- Platform SDK
- Enterprise SDK
- Interaction Workspace API
Note: Enterprise SDK includes its own customization capabilities. Enterprise SDK customization is complementary to Interaction Workspace customization capabilities, so you can use both concurrently.
The custom code lies on top of the developer stack, as shown in Figure 1.

Figure 1: Custom Code On Top of Developer Stack
In addition to the Genesys developer stack, any third-party SDK can be used with Interaction Workspace, either directly if it is compatible, or by using an adapter if it is not.
The Interaction Workspace API offers a set of services that are used to build internal modules. Services include:
- Event Broker/Aggregator
- Logger
- Extension Manager
- Style Manager
- Brand Manager
Extensions provide a wide range of customization options, such as:
- Add actions to an existing
View
orPresenter
module by adding buttons to a toolbar, or items to a contextual menu. - Add a view to a region of an existing composite view, and populate this view with data from the Genesys back-end (through the appropriate SDK) or through a third-party API.
- Trigger a presentation action on a notification of change in model by using a pop-up window.
- Introduce custom code to execute an action by modifying the action parameters.
- Modify the data-set of the
Presenter
module before it is rendered in theView
module. You can do this by using custom logic to remove certain items from a list that is gathered from the back-end. - Write a custom view based on an existing
Presenter
module. - Populate an existing
View
module based on a custom-builtPresenter
module.
To implement the use cases that are described in the previous paragraph, modify the following levels of the architecture:
- Model—Extend Enterprise SDK, extend the Interaction Workspace model, or build new independent model elements. You can use Platform SDK or Enterprise SDK to influence event flow, action flow, or the model itself.
- Presenter—Append new actions and data to an existing
Presenter
module and add the appropriate logic so that it is rendered in theView
module. - View—Use an existing
Presenter
module to rewrite a customView
module. - Command—Add, replace, or remove an elementary command in an existing chain of command.
For example, the
InteractionVoiceReleaseCall
ChainOfCommand contains only one elementary command (ReleaseCommand
), but you can add other elementary commands.
Certain extension use cases support two approaches to implementation, such as:
- Static definition in an XML document
- Dynamic definition by using code that is based on the appropriate Interaction Workspace API
Figure 2 depicts the SDK stack that is embedded in Interaction Workspace 8.0.0 by using the following color key:
- Green—Interaction Workspace functional areas
- Orange—SDKs that are used directly by Interaction Workspace
- Light Orange—SDKs that are used indirectly by Interaction Workspace
- Yellow—SDKs that are not used directly by Interaction Workspace (but are available for a very specific need or customization)
- White—SDKs that are not used in the 8.0.0 version of Interaction Workspace

Figure 2: SDK Dependencies
Refer to the Genesys Developer Documentation CD or the Genesys Developer website, DevZone. DevZone is available at http://www.genesyslab.com/developer. It contains the latest versions of all Software Development Kit (SDK) documents, and forums, along with other important sources of developer-related information.
For additional information about the Genesys Telecommunications Laboratories, Inc., see our Technical Support website.
The following documentation contains information about Interactive Workspace. Genesys recommends that you consult the Deployment Guide first.
Interaction Workspace 8.0.0 Deployment Guide
Interaction Workspace 8.0.0 User’s Guide
Interaction Workspace 8.0.0 Release Note
Interaction Workspace 8.0.0 Extension Samples
Interaction Workspace 8.0.0 Context Sensitive Help (found in the application interface)