Howto:ACHAT - Authensis - Call Center Application Testreport
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Summary
Certification Status
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 |
Other Features
Directory
LDAP directory as phonebook is not supported.
Configuration
innovaphone configuration
3rd party product configuration
ACHAT is always installed and configured by Authensis technician.