Howto:Voxtron Communication Center - Testreport: Difference between revisions

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==Summary==
==Summary==
The Voxtron Communication Center solution consists of following modules:
 
*'''IVR''' module distributes all incoming calls and create call flows using [http://www.voxtron.com/products/axxium/ Axxium] or Voxtron VoiceXML Engine
* Test report of innovaphone PBX and Voxtron Communication Center according the test plan created by Voxtron.
*'''CTI''' module provides CTI functions and call information to call agents
 
*'''CC''' module to create/manage Agents and set Skills and Advance routing of Agents.
* 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]].
*'''Reporting''' module shows informations about call distribution to supervisors


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


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


Testing of this product has been finalized October, 2011.
Testing of this product has been finalized October, 2011.


==Version==
==Version==
IVR:
7.0.22
CC:
7.0.33
CTI:
5.0.14


X-CAPI:
*Voxtron VCC
3.3.226.0
**IVR: 7.0.22
**CC: 7.0.33
**CTI: 5.0.14


*X-CAPI: 3.3.226.0


innovaphone Firmware:
*innovaphone Firmware:
PBX 9.00 Hotfix4
**PBX 9.00 Hotfix4
TSP 8.00 Hotfix1 (8075)
**TSP 8.00 Hotfix1 (8075)


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


[[Image:VoxtronCC_Testreport_Testscenario.png]]
[[Image:Voxtron_Communication_Center_-_Testreport_0.png]]




Line 47: Line 43:
===Connection to innovaphone PBX===
===Connection to innovaphone PBX===


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


==Test Results==
==Test Results==
Line 55: Line 51:




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


{| border="1"  
{| border="1"  
Line 61: Line 57:
!Result
!Result
|----
|----
|E1 call service waiting queue, then talk to A1 || OK  
|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
|----
|----
|S1 call service waiting queue, then talk to A1 || OK  
|Consultation Call/Transfer - M1 call to A1,A1 transfer to A2 with Consultation || OK
|----
|----
|M1 call service waiting queue, then talk to A1 || 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 74: 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
|----
|Supervised Transfer (Ext.) - E1 call to IVR, IVR transfer to A1 || OK
|----
|----
|E1 blind transfered by A1 to S1 || OK  
|Blind Transfer (Int.) - M1 call to IVR, IVR blind transfer to A1 || OK
|----
|----
|If call in previous test not answered fallback to agent or watingqueue. || N/A
|Blind Transfer (Ext.) - E1 call to IVR, IVR blind transfer to A1 || OK
|----
|----
|E1 transferred by A1 to A2 and back to waiting queue || OK
|DTMF (Int.) - M1 call to IVR, M1 dial DTMF code to reach A1 || OK
|----
|----
|E1 blind transferred by A1 to A2 || OK
|DTMF (Ext.) - E1 call to IVR, E1 dial DTMF code to reach A1 || OK
|----
|----
|E1 transferred by A1 to M1 and back to waiting queue || OK
|MWI - Voicemail Message Waiting Indication || Not tested
|----
|----
|E1 blind transferred by A1 to M1 || OK
|Interagent Transfer - IVR Transfer call to A1, A1 transfer call to A2 || OK
|----
|----
|S1 transferred by A1 to E1 and back to waiting queue || OK
|Redirect Call (redirected number indication) || OK  
|----
|----
|S1 blind transferred by A1 to E1 || 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==


===Directory===
* 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. 


LDAP directory as phonebook is not supported.
* 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==
==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]
 
=== 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


====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 ===
 
Voxtron is always installed and configured by Voxtron 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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