Alcatel Genesys 8 User manual

Product Availability Announcement
8.1.1 Interaction Workspace
July 29, 2011
1. Product Availability
The Agent Desktop team is pleased to announce Product Availability of Interaction
Workspace 8.1.1 effective today, July 29, 2011. Version 8.1.1 is the default shipping version.
Interaction Workspace is under PM shipping control. Product Management approval is
required.
2. Product Positioning and Information
Engaged representatives result in engaged customers. Interaction Workspace, an agent
desktop, brings a new user experience to Genesys 8. Interaction Workspace is a role-based,
modular, and fully extensible smart client application providing users blended conversation
experience. This application is targeted for contact center agents, back-office experts, and
branch office representatives.
The 8.1.1 release of Interaction Workspace includes the following new features (see Features
and Benefits document for cumulative list of all features to date):
Outbound Contact
oOutbound Campaign calling using Preview (pull and push), Predictive,
Progressive, and Matrix (ASM) mode.
oPreview modes allow agent to reject calls with specific business reason.
oPersonal and public callback rescheduling
oDo-Not-Call
oConfigurable outbound record data update
oNegotiated logout to prevent drop calls
SMS:
oSupports both page (single message) and session (similar to chat) modes.
oTransfer
oMessages exchanged transcript
oClick to dial and email
Interaction Bar
oEnhancement to the Interaction Workspace main view showing interaction(s)
currently in progress.
oInteraction bar allows users to control the interaction without having to ‘bring to
top’ the interaction window.
Standard Response Library
oSuggested responses
Spell Checking
oCorporate dictionary support
Case Information
oConfigurable case data update with UI support various data format
Customer Context Notification
oExisting in-progress interaction in queue
Team Communicator
oAgent state based on capacity rule for eService medias
Multimedia Conversation Blending Enhancements
oVoice to/from SMS
oeMail to/from SMS

oChat to SMS
oiWD Workitem to SMS
oClick to dial and email
Miscellaneous and UI Enhancements
oDynamic resizing of interaction window
oExpanded hot key and short cut mapping
oDial plan. Configurable dialing prefix and auto-omission of special characters
3. Supported Platforms
Switches
Support of all tier 1 switches
Please check with Product Management or refer to the Genesys Supported Media
Interfaces Reference Manual for the specific switches supported.
Client Operating Systems
Windows 2003, 2008, XP, Vista, and 7
Citrix 4.0, 4.5, and 5.0
Click-once Deployment Server
Windows 2003, 2008, and 2008R2
Red Hat Linux 5
Solaris/Sparc 9, 10
HP-UX 11iv3
Web Application Server for Click-once deployment
Microsoft IIS
Apache
4. Product Compatibility
Interaction Workspace 8.1.1 is compatible with the following products and versions:
Servers/Applications
7.6
8.0
Framework
Configuration Server
TServer
StatServer (RTME)
Not Supported
Supported
Supported
Supported1
Supported
Supported
Administrator
N/A
Supported2
Universal Contact Server (UCS)
Not Supported
Supported
SIP Server
Supported3
Supported3
eService - Genesys eMail
Not Supported
Supported4
eService - Genesys Chat
Not Supported
Supported4
eService - iWD
Not Supported
Supported4
eService - SMS
Not Supported
Supported4
Outbound Contact Server
Supported
Supported
1: Requires minimum Configuration Server 8.0.2
2: Requires minimum Administrator 8.0.2
3: Requires minimum SIP Server 8.0.2 for Interaction Workspace SIP Endpoint
4: Requires minimum eService 8.0.1 components

5. Sellable Items and Pricing (See latest price book for pricing information)
Sellable Item Name
Description
APN Number
V8.1 - Interaction
Workspace
Genesys 8 desktop application for
handling customer interactions. Intended
for green field customers
3GP08730ACAA
V8.1 - Interaction
Workspace –Lab
For lab deployment only
3GP08731ADAA
V8.1 - Interaction
Workspace GAD
Upgrade
This upgrade sellable item is intended for
customers that have previously
purchased Genesys Agent Desktop
(GAD).
3GP08733ACAA
V8.1 - Interaction
Workspace AIC Upgrade
This upgrade sellable is intended for
customers that have previously
purchased the Advance Integration
Connector (AIC) for use with custom
desktop built using SDK.
3GP08732ACAA
6. Documentation
Documentation will be delivered as part of the Documentation CD. The documentation is
also available on the Genesys Tech Support web sites at: http://support.genesyslab.com.
7. Sales Tools & Upcoming Events
The following collaterals are available on Xchange
Datasheet
Sales presentation
Features and benefits
FAQ
Sales guide
Sales and partner webinar
Upcoming Events
Product Management TOI webinar
8. If you need further help:
Rick Phung Product Manager
Susan Stearman Product Marketing Manager
=========================================================================