Please note this article is designed for customers who have purchased Professional Services and are testing the Contact Center Voice routing of a deployment.
On the testing tab of the project workbook, you will find a test number. This is the number you will use throughout the UAT process.
On the testing tab, there’s also a list of items for the end-user to test or accept. Go through the list and check off each scenario. If there’s any issue note it in the notes column. If the scenario does not apply to your install select N/A.
After completing the testing tab email deployment@ximasoftware.com.
Before getting started please open our testing resources page here for helpful articles on items below..
Calling Experience
Call into each of the skill groups - Listen to the queue music
Call in, navigate to each of the skill groups, and listen to the queue music.
Music and call quality is good
Call in and confirm the queue music, announcements, and call quality are clear and sound good.
Able to schedule a Queued Callback
Call into each skill group that has queued callback enabled and schedule a callback.
Queue Timeout works
If a queue timeout was elected, confirm it’s working.
Details can be found on the queue options tab of the project Workbook
Queue Overflow works
If a queue overflow was elected, confirm it’s working.
Note: if selected and no agents are logged into the skill, all other testings may fail.
Details can be found on the queue options tab of the project Workbook
Verify all announcements and queue music are as desired
Call into each of the skill groups, listen to all the announcements, and confirm they are as desired.
Verify all digit actions are working as expected
If digit actions were elected, confirm they are working.
Details can be found on the digit actions tab of the project Workbook
Agent Experience
All agents can sign into Contact Center Agent Client from their PC’s
Navigate to http://<ipaddress of server>:9080/ccagent
User: Agent (extension)
Password: Extension number by default. (305, in this example)
All agents can activate the voice channel
Agents are assigned to the correct skill groups
Note: If the agent’s channel(s) is gray, the channel is not fully active and the agent will not be accepting new media. You can mouse-over the red channel button to see why they are not enabled. Reasons include “on a call, on DND, etc”
Agents can receive queued callbacks
Call into the skill groups and schedule a queued callback. Then have an agent go available in that skill to receive the callback.
Verify After Call work is working and set as desired
Verify Missed Call Work is working and set as desired
See this article for additional info on ACW/MCW.