Howto:ACHAT - Authensis - Call Center Application Testreport
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Summary
Certification Status
This product is being tested right now. The test is not yet completed.
Version
work-route, control-route, admin-route:
8.0.3
CSTA-Adapter:
2.22.0.0
SOAP to CSTA Converter:
1.91.0.1
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
- M1
- Phone on Master PBX
- A1
- Agent 1 Phone
- A2
- Agent 2 Phone
- S1
- Phone on Slave PBX
- E1
- External Phone
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.
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) |
Basic Call
| Tested feature | Result |
|---|---|
| E1 call service waiting queue, then talk to A1 | OK |
| S1 call service waiting queue, then talk to A1 | OK |
| M1 call service waiting queue, then talk to A1 | OK |
Call transfer
| Tested feature | Voice Ok? |
|---|---|
| E1 transfered with consultation by A1 to S1 | OK |
| E1 blind transfered by A1 to S1 | OK |
| If call in previous test not answered fallback to agent or watingqueue. | 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 |
| End 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 |
| Conference | N/A |
Swap and Conference functions are under construction now and should be available with V7.
Other Features
Directory
LDAP directory as phonebook is not supported.
Configuration
innovaphone configuration
ACHAT server and innovaphone PBX are maintaining two active connections:
- SOAP is used for call center application functions
- H.323 registration of XCAPI for IVR functions
3rd party product configuration
ACHAT is always installed and configured by Authensis technician.