Howto:Voxtron Communication Center - Testreport: Difference between revisions

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m (New page: ==Summary== The ACHAT ACD and call center solution consists of following modules: *Voice Route! module distributes all incoming calls *Work Route provides CTI functions and call informatio...)
 
 
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==Summary==
==Summary==
The ACHAT ACD and call center solution consists of following modules:
*Voice Route! module distributes all incoming calls
*Work Route provides CTI functions and call information to call agents
*Control Route shows informations about call distribution to supervisors
*Voice4 as 3rd party module provides extended IVR functions


Most tested scenarios except some CTI functions are supported by ACHAT and were successfully passed.
* Test report of innovaphone PBX and Voxtron Communication Center according the test plan created by Voxtron.
 
* The test were successful and all required tests were passed. As a result the Voxtron Communication Center is qualified as a [[Howto:What_is_a_%22recommended_product%22%3F#CTI_and_UMS_applications | Engineered Product]].


==Certification Status==
==Certification Status==


<!-- {{Template:Compat Status "tested"}} -->
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  - uncomment one of the stati below
{{Template:Compat Status "certified"|certificate=ACHAT_-_Authensis_-_3rd_Party_Product_-_Desc-achat-cert.pdf}}
  - update date below
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{{Template:Compat_Status_"engineered_prod."|certificate=Voxtron_-_Communication_Center_-_3rd_Party_Product_-_Desc-voxtron-cert.pdf‎}}


Testing of this product has been finalized December 10th, 2008.
Testing of this product has been finalized October, 2011.


==Version==
==Version==
work-route, control-route, admin-route:
8.03
CSTA-Adapter:
2.24.0.0
SOAP to CSTA Converter:
1.93.0.1
ACHAT Server:
8.0.2
X-CAPI:
3.3.36.0


Ansagenserver:
*Voxtron VCC
1.17.4.6
**IVR: 7.0.22
**CC: 7.0.33
**CTI: 5.0.14


*X-CAPI: 3.3.226.0


innovaphone Firmware:
*innovaphone Firmware:
6.00 sr2-hotfix6 08-60900.77
**PBX 9.00 Hotfix4
7.00 hotfix1 08-70300.06
**TSP 8.00 Hotfix1 (8075)


==Test Setup==
==Test Setup==


[[Image:ACHAT Authensis Testreport Testscenario.png]]
[[Image:Voxtron_Communication_Center_-_Testreport_0.png]]




Line 50: Line 38:
; A1 : Agent 1 Phone
; A1 : Agent 1 Phone
; A2 : Agent 2 Phone
; A2 : Agent 2 Phone
; S1 : Phone on Slave PBX
; E1 : External Phone
; E1 : External Phone




===Connection to innovaphone PBX===
===Connection to innovaphone PBX===
SOAP to CSTA connector is a part of ACHAT and is used by ACHAT to monitor Waiting Queues and Agents.


Media connection to the PBX is handled by X-CAPI and used by IVR module of ACHAT.
* CTI module uses Innovaphone TSP to monitor/control Agents.
 
* Media connection to the PBX is handled by X-CAPI and used by IVR module of Voxtron Communication Center.


==Test Results==
==Test Results==
Line 63: Line 51:




===Basic Call===
===TAPI Tests===


{| border="1"  
{| border="1"  
Line 69: Line 57:
!Result
!Result
|----
|----
|E1 call service waiting queue, then talk to A1 || OK  
|Dial - A1 call to A2 || OK  
|----
|----
|S1 call service waiting queue, then talk to A1 || OK  
|Answer Direct Call - A2 answer/pickup A1 Call || OK
|----
|----
|M1 call service waiting queue, then talk to A1 || OK  
|Answer Redirect Call - A2 answer/pickup redirected Call from M1 to A1 || NOK
|----
|Consultation Call/Transfer - M1 call to A1,A1 transfer to A2 with Consultation || OK 
|----
|Blind/Direct Transfer - M1 call to A1,A1 make direct transfer to A2 || OK 
|----
|Switch Between Calls - M1 call to A1,A1 hold and call to A2, A1 switch between calls/lines || OK 
|----
|3way Conference Call - M1 call to A1, A1 make consultation call to A2,A1 enable 3way conference between 3 users || OK
|}
|}


===Call transfer===
 
===XCAPI Tests - SIP GW Without Registration Mode ===


{| border="1"  
{| border="1"  
Line 82: Line 79:
!Result
!Result
|----
|----
|E1 transfered with consultation by A1 to S1 || OK  
|Supervised Transfer (Int.) - M1 call to IVR, IVR transfer to A1 || OK
|----
|----
|E1 blind transfered by A1 to S1 || OK  
|Supervised Transfer (Ext.) - E1 call to IVR, IVR transfer to A1 || OK
|----
|----
|If call in previous test not answered fallback to agent or watingqueue. || N/A
|Blind Transfer (Int.) - M1 call to IVR, IVR blind transfer to A1 || OK
|----
|----
|E1 transferred by A1 to A2 and back to waiting queue || OK
|Blind Transfer (Ext.) - E1 call to IVR, IVR blind transfer to A1 || OK
|----
|----
|E1 blind transferred by A1 to A2 || OK
|DTMF (Int.) - M1 call to IVR, M1 dial DTMF code to reach A1 || OK
|----
|----
|E1 transferred by A1 to M1 and back to waiting queue || OK
|DTMF (Ext.) - E1 call to IVR, E1 dial DTMF code to reach A1 || OK
|----
|----
|E1 blind transferred by A1 to M1 || OK
|MWI - Voicemail Message Waiting Indication || Not tested
|----
|----
|S1 transferred by A1 to E1 and back to waiting queue || OK
|Interagent Transfer - IVR Transfer call to A1, A1 transfer call to A2 || OK
|----
|----
|S1 blind transferred by A1 to E1 || OK
|Redirect Call (redirected number indication) || OK
|----
|Call Type (type of redirection call) || OK
|}
|}


===Calls to Users with active Call Forward===
===XCAPI Tests - H323 GW Without Registration Mode ===
 
{| border="1"  
{| border="1"  
!Tested feature
!Tested feature
!Result
!Result
|----
|----
|Agent calls user with call forward to service queue
|Supervised Transfer (Int.) - M1 call to IVR, IVR transfer to A1 ||  OK
|OK
|----
|Supervised Transfer (Ext.) - E1 call to IVR, IVR transfer to A1 ||  OK
|----
|Blind Transfer (Int.) - M1 call to IVR, IVR blind transfer to A1 ||  OK
|----
|Blind Transfer (Ext.) - E1 call to IVR, IVR blind transfer to A1 || OK
|----
|DTMF (Int.) - M1 call to IVR, M1 dial DTMF code to reach A1 || OK
|----
|DTMF (Ext.) - E1 call to IVR, E1 dial DTMF code to reach A1 || OK
|----
|MWI - Voicemail Message Waiting Indication || Not tested
|----
|Interagent Transfer - IVR Transfer call to A1, A1 transfer call to A2 || OK
|----
|Redirect Call (redirected number indication) || OK
|----
|Call Type (type of redirection call) || OK
|}
|}


===CTI Functions of Call agent application===
[[Howto:XCAPI|The only method recommended is registering XCAPI directly on the innovaphone PBX using SIP Protocol. All other setups are no longer supported thus.]]
The ACHAT ''work-route'' application for call agents enables basic CTI functions.
 
===XCAPI Tests - H323 PBX Registered Mode ===


{| border="1"  
{| border="1"  
!Tested feature
!Tested feature
!Ok?
!Result
|-
|----
|Initiate outgoing call || OK
|Supervised Transfer (Int.) - M1 call to IVR, IVR transfer to A1 ||  OK
|-
|----
|Accept incoming call || OK
|Supervised Transfer (Ext.) - E1 call to IVR, IVR transfer to A1 || OK
|-
|----
|End call || OK
|Blind Transfer (Int.) - M1 call to IVR, IVR blind transfer to A1 || OK
|-
|----
|Initiate consultation call || OK
|Blind Transfer (Ext.) - E1 call to IVR, IVR blind transfer to A1 || OK
|-
|----
|End consultation call and switch back || OK
|DTMF (Int.) - M1 call to IVR, M1 dial DTMF code to reach A1 || OK
|-
|----
|Swap between active call and call on hold || OK
|DTMF (Ext.) - E1 call to IVR, E1 dial DTMF code to reach A1 || OK
|-
|----
|Put on hold || OK
|MWI - Voicemail Message Waiting Indication || Not tested
|-
|----
|Conference || NOK
|Interagent Transfer - IVR Transfer call to A1, A1 transfer call to A2 || OK
|----
|Redirect Call (redirected number indication) || OK  
|----
|Call Type (type of redirection call) || OK
|}
|}


3-party conference is not available via CTI and usage of this function will disable the active call for CTI.
[[Howto:XCAPI|The only method recommended is registering XCAPI directly on the innovaphone PBX using SIP Protocol. All other setups are no longer supported thus.]]


===IVR===
===XCAPI Tests - SIP PBX Registered Mode ===
IVR functions provided by 3rd party product Voice4 from TE-SYSTEMS.


{| border="1"  
{| border="1"  
!Tested feature
!Tested feature
!Ok?
!Result
|-
|----
|Call to IVR announcement || OK
|Supervised Transfer (Int.) - M1 call to IVR, IVR transfer to A1||Not tested
|-
|----
|DTMF || OK
|Supervised Transfer (Ext.) - E1 call to IVR, IVR transfer to A1||Not tested
|----
|Blind Transfer (Int.) - M1 call to IVR, IVR blind transfer to A1||Not tested
|----
|Blind Transfer (Ext.) - E1 call to IVR, IVR blind transfer to A1||Not tested
|----
|DTMF (Int.) - M1 call to IVR, M1 dial DTMF code to reach A1||Not tested
|----
|DTMF (Ext.) - E1 call to IVR, E1 dial DTMF code to reach A1||Not tested
|----
|MWI - Voicemail Message Waiting Indication||Not tested
|----
|Interagent Transfer - IVR Transfer call to A1, A1 transfer call to A2||Not tested
|----
|Redirect Call (redirected number indication)||Not tested
|----
|Call Type (type of redirection call)||Not tested
|}
|}


==Other Features==
==Test Notes==
 
* MWI Function tests were not conclusive so they were marked as not tested. MWI messages are only sent from innovaphone to XCAPI in H.323 mode or SIP Registered at PBX. The Voxtron MWI Configuration was not clear during the tests. XCAPI supports MWI indications. 


===Directory===
* During the tests was detected an issue when External User disconnect call before connect in the Blind transfer Scenario and using SIP. This is fixed by enabling the option at Gateway Object "No Inband Disconnect".


LDAP directory as phonebook is not supported.
* Transfer Type on VCC must be set to "Explicit Call Transfer Explicit" to work properly, during the tests we notice that Implicit transfers don't work when using SIP.
 
* Called Number Type on VCC must be set to "Last redirecting number" in order to receive correct number on a Redirect Call.
 
* The CAPI show us a issue when answering a redirected call (i.e Call forward, Recall Call), the button to pickup the call it's not available (grey) to the user. This issue was reported to Voxtron Support in order to fix this in future version.


==Configuration==
==Configuration==


===innovaphone configuration===
=== Innovaphone TSP===
 
* To use CTI with Voxtron we need to install and setup innovaphone TAPI Service Provider with default configurations.
 
* Here we can find more information about innovaphone TSP Configuration: [http://wiki.innovaphone.com/index.php?title=Reference8:TAPI_Service_Provider Innovaphone TSP]
 
=== XCAPI ===
 
* During the tests different configurations of XCAPI were used, H.323/SIP GW Mode and Registered at PBX. However the method recommend and fully working it's by registering the XCAPI at the PBX on a GW Object using SIP Protocol.
 
* Here we can find more information how to configure XCAPI: [http://wiki.innovaphone.com/index.php?title=Howto:XCAPI XCAPI]


ACHAT server and innovaphone PBX are maintaining two active connections:
=== Voxtron Communication Center ===


*SOAP is used for call center application functions
* Voxtron is always installed and configured by certified Voxtron technician.
*H.323 registration of XCAPI for IVR functions


Object names of waiting queues for announcement and busy counter in V7 PBX have to accomplish following requirements:
* But here are some screenshots of the required options to work with innovaphone:
*announce wqiting queue name have to begin with "ansage"
*busy counter waiting queue have to begin with "besetzt"


Upper/lower case is ignored.


====SOAP====
* Menu IVR -> Call Control -> Inbound -> Called number type - Last redirecting number
SOAP configuration of the PBX is performed as usual: User Object placed in PBX group with active flag was used to init SOAP session. All Agents User Objects and Wating Queue objects are placed in this group.


====XCAPI====
[[Image:Voxtron_Communication_Center_-_Testreport_1.png]]
[[Howto:XCAPI|XCAPI]] was registered on user object on the PBX. No special configuration steps were performed.


=== 3rd party product configuration ===
 
ACHAT is always installed and configured by Authensis technician.
* Menu IVR -> Call Control -> Outbound/Transfer -> Transfer Type - Explicit Call Transfer Explicit
 
[[Image:Voxtron_Communication_Center_-_Testreport_2.png]]


== Related Articles ==
== Related Articles ==
<!--*[[Main_Page|wiki-innovaphone]]-->
<!--*[[Main_Page|wiki-innovaphone]]-->
[[Howto:Voxtron_-_Communication_Center_-_3rd_Party_Product|Voxtron Communication Center - 3rd Party Product]]
[[Category:Howto|{{PAGENAME}}]]
[[Category:Compat|{{PAGENAME}}]]

Latest revision as of 16:57, 9 April 2020


Summary

  • Test report of innovaphone PBX and Voxtron Communication Center according the test plan created by Voxtron.
  • The test were successful and all required tests were passed. As a result the Voxtron Communication Center is qualified as a Engineered Product.

Certification Status

EngineeredProd.png The tests for this product have been completed and it has been approved as a engineered product (Certification document).

Testing of this product has been finalized October, 2011.

Version

  • Voxtron VCC
    • IVR: 7.0.22
    • CC: 7.0.33
    • CTI: 5.0.14
  • X-CAPI: 3.3.226.0
  • innovaphone Firmware:
    • PBX 9.00 Hotfix4
    • TSP 8.00 Hotfix1 (8075)

Test Setup

Voxtron Communication Center - Testreport 0.png


M1
Phone on Master PBX
A1
Agent 1 Phone
A2
Agent 2 Phone
E1
External Phone


Connection to innovaphone PBX

  • CTI module uses Innovaphone TSP to monitor/control Agents.
  • Media connection to the PBX is handled by X-CAPI and used by IVR module of Voxtron Communication Center.

Test Results

TAPI Tests

Tested feature Result
Dial - A1 call to A2 OK
Answer Direct Call - A2 answer/pickup A1 Call OK
Answer Redirect Call - A2 answer/pickup redirected Call from M1 to A1 NOK
Consultation Call/Transfer - M1 call to A1,A1 transfer to A2 with Consultation OK
Blind/Direct Transfer - M1 call to A1,A1 make direct transfer to A2 OK
Switch Between Calls - M1 call to A1,A1 hold and call to A2, A1 switch between calls/lines OK
3way Conference Call - M1 call to A1, A1 make consultation call to A2,A1 enable 3way conference between 3 users OK


XCAPI Tests - SIP GW Without Registration Mode

Tested feature Result
Supervised Transfer (Int.) - M1 call to IVR, IVR transfer to A1 OK
Supervised Transfer (Ext.) - E1 call to IVR, IVR transfer to A1 OK
Blind Transfer (Int.) - M1 call to IVR, IVR blind transfer to A1 OK
Blind Transfer (Ext.) - E1 call to IVR, IVR blind transfer to A1 OK
DTMF (Int.) - M1 call to IVR, M1 dial DTMF code to reach A1 OK
DTMF (Ext.) - E1 call to IVR, E1 dial DTMF code to reach A1 OK
MWI - Voicemail Message Waiting Indication Not tested
Interagent Transfer - IVR Transfer call to A1, A1 transfer call to A2 OK
Redirect Call (redirected number indication) OK
Call Type (type of redirection call) OK

XCAPI Tests - H323 GW Without Registration Mode

Tested feature Result
Supervised Transfer (Int.) - M1 call to IVR, IVR transfer to A1 OK
Supervised Transfer (Ext.) - E1 call to IVR, IVR transfer to A1 OK
Blind Transfer (Int.) - M1 call to IVR, IVR blind transfer to A1 OK
Blind Transfer (Ext.) - E1 call to IVR, IVR blind transfer to A1 OK
DTMF (Int.) - M1 call to IVR, M1 dial DTMF code to reach A1 OK
DTMF (Ext.) - E1 call to IVR, E1 dial DTMF code to reach A1 OK
MWI - Voicemail Message Waiting Indication Not tested
Interagent Transfer - IVR Transfer call to A1, A1 transfer call to A2 OK
Redirect Call (redirected number indication) OK
Call Type (type of redirection call) OK

The only method recommended is registering XCAPI directly on the innovaphone PBX using SIP Protocol. All other setups are no longer supported thus.

XCAPI Tests - H323 PBX Registered Mode

Tested feature Result
Supervised Transfer (Int.) - M1 call to IVR, IVR transfer to A1 OK
Supervised Transfer (Ext.) - E1 call to IVR, IVR transfer to A1 OK
Blind Transfer (Int.) - M1 call to IVR, IVR blind transfer to A1 OK
Blind Transfer (Ext.) - E1 call to IVR, IVR blind transfer to A1 OK
DTMF (Int.) - M1 call to IVR, M1 dial DTMF code to reach A1 OK
DTMF (Ext.) - E1 call to IVR, E1 dial DTMF code to reach A1 OK
MWI - Voicemail Message Waiting Indication Not tested
Interagent Transfer - IVR Transfer call to A1, A1 transfer call to A2 OK
Redirect Call (redirected number indication) OK
Call Type (type of redirection call) OK

The only method recommended is registering XCAPI directly on the innovaphone PBX using SIP Protocol. All other setups are no longer supported thus.

XCAPI Tests - SIP PBX Registered Mode

Tested feature Result
Supervised Transfer (Int.) - M1 call to IVR, IVR transfer to A1 Not tested
Supervised Transfer (Ext.) - E1 call to IVR, IVR transfer to A1 Not tested
Blind Transfer (Int.) - M1 call to IVR, IVR blind transfer to A1 Not tested
Blind Transfer (Ext.) - E1 call to IVR, IVR blind transfer to A1 Not tested
DTMF (Int.) - M1 call to IVR, M1 dial DTMF code to reach A1 Not tested
DTMF (Ext.) - E1 call to IVR, E1 dial DTMF code to reach A1 Not tested
MWI - Voicemail Message Waiting Indication Not tested
Interagent Transfer - IVR Transfer call to A1, A1 transfer call to A2 Not tested
Redirect Call (redirected number indication) Not tested
Call Type (type of redirection call) Not tested

Test Notes

  • MWI Function tests were not conclusive so they were marked as not tested. MWI messages are only sent from innovaphone to XCAPI in H.323 mode or SIP Registered at PBX. The Voxtron MWI Configuration was not clear during the tests. XCAPI supports MWI indications.
  • During the tests was detected an issue when External User disconnect call before connect in the Blind transfer Scenario and using SIP. This is fixed by enabling the option at Gateway Object "No Inband Disconnect".
  • Transfer Type on VCC must be set to "Explicit Call Transfer Explicit" to work properly, during the tests we notice that Implicit transfers don't work when using SIP.
  • Called Number Type on VCC must be set to "Last redirecting number" in order to receive correct number on a Redirect Call.
  • The CAPI show us a issue when answering a redirected call (i.e Call forward, Recall Call), the button to pickup the call it's not available (grey) to the user. This issue was reported to Voxtron Support in order to fix this in future version.

Configuration

Innovaphone TSP

  • To use CTI with Voxtron we need to install and setup innovaphone TAPI Service Provider with default configurations.
  • Here we can find more information about innovaphone TSP Configuration: Innovaphone TSP

XCAPI

  • During the tests different configurations of XCAPI were used, H.323/SIP GW Mode and Registered at PBX. However the method recommend and fully working it's by registering the XCAPI at the PBX on a GW Object using SIP Protocol.
  • Here we can find more information how to configure XCAPI: XCAPI

Voxtron Communication Center

  • Voxtron is always installed and configured by certified Voxtron technician.
  • But here are some screenshots of the required options to work with innovaphone:


  • Menu IVR -> Call Control -> Inbound -> Called number type - Last redirecting number

Voxtron Communication Center - Testreport 1.png


  • Menu IVR -> Call Control -> Outbound/Transfer -> Transfer Type - Explicit Call Transfer Explicit

Voxtron Communication Center - Testreport 2.png

Related Articles

Voxtron Communication Center - 3rd Party Product

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