Interaction Workspace 8.0.0 .NET Developer's Guide and API Reference
Customizing Interaction Workspace Using Extensions

This document provides information about how to customize Interaction Workspace by using extensions. It contains the following sections:

Introducing Extensions

You can customize Interaction Workspace by using two approaches:

Developer Interfaces

Build custom modules by using the Genesys developer stack, which is composed of the following SDKs:

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.

Developers Stack

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:

Customization Options Using Extensions

Extensions provide a wide range of customization options, such as:

To implement the use cases that are described in the previous paragraph, modify the following levels of the architecture:

Certain extension use cases support two approaches to implementation, such as:

SDK Dependencies

Figure 2 depicts the SDK stack that is embedded in Interaction Workspace 8.0.0 by using the following color key:

Developers Stack

Figure 2: SDK Dependencies

Additional Information

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.

Genesys DevZone

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.

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