Howto:ACHAT - Authensis - Call Center Application Testreport

Version

work-route, control-route, admin-route:

8.0.3

CSTA-Adapter:

2.21.0.0

ACHAT Server:

8.0.2

X-CAPI:

3.3.36.0

Ansagenserver:

1.17.4.6

innovaphone Firmware:

6.00 sr2-hotfix6 08-60900.77

Test Setup

Connection to the 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.

Test Results

Hold/Retrieve

Tested feature	Result
Device handles incoming hold (inactive) correctly
Device handles incoming hold (sendonly) correctly
Device can put a call on hold using correctly(inactive or sendonly)

Call transfer

Tested feature	Voice Ok?	MoH Ok?
External caller transfered with consultation to user on slave PBX	OK	OK
External caller blind transfered to user on slave PBX	OK	OK
If call in previous test not answered fallback to agent or watingqueue	N/A	N/A
inno1 calls testphone. testphone transfers to inno2.
testphone calls inno1. inno1 transfers to inno2.
testphone calls inno1. testphone transfers to inno2.

Diversions

Tested feature	Voice Ok?
Agent calls user diverted to service queue	OK

Call agent application CTI

Tested feature	Ok?
Initiate outgoing call	OK
Accept incoming call	OK
Initiate consultation call	OK
End consultation call and switch back	OK
Swap between active call and call on hold	NOK
Put on hold	N/A

Other Features

Directory

LDAP directory as phonebook is not supported.

Configuration

3rd party product configuration

ACHAT is always installed and configured by Authensis technician.