Updating Your Workzone
All right, before you can test the simple desktop that you’ve created, we need to make some small changes to the configuration of your workzone.
What’s a Workzone?
We encountered workzones once before, briefly, but we didn’t explain them then, so let’s talk about them now.
Think of a workzone as an area of your contact center business that agents can log in to. A travel company, say, might have two workzones: Personal Travel and Business Travel.
Some agents may only be trained in either personal travel or business travel. These agents would automatically be logged in to the appropriate workzone upon logging in to Syntelate XA.
Other agents may be trained in both personal travel and business travel. Such agents would be prompted to select a workzone upon logging in to Syntelate XA.
Often, as in our case, there’s a one-to-one relationship between a workzone and a desktop. It is possible, though, to associate multiple workzones with the same desktop — but that’s beyond the scope of this tutorial.
Also, it’s at the level of the workzone that you configure such things as which CTI (Computer Telephony Integration) solution to use and whether the Worklist Engine should be used to pass records to agents. We’ll configure these things now.
Updating the Workzone’s Details
From the list of desktops, click 
and then click Workzone Editor.
Click 
for the workzone whose name matches the desktop that you created.
Next, follow these steps:
- Change CTI to Test telephony.
- For CTI configuration (JSON), copy and paste the following:
{"AutoAnswerSeconds": "8","DefaultFromNumber": "+4400000000000"} - For Worklist enabled?, select Yes.
- Click
.
What we’re doing here is:
- Setting up the test telephony system, so that you can mimic making real calls.
- Activating the Worklist Engine for this workzone. The Worklist Engine is responsible for passing most types of interaction to agents (in our case, these interactions will be outbound calls for the agent to make).
Next let’s look at Testing Your Desktop.