Howto:Voxtron Communication Center - Testreport: Difference between revisions
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===Connection to innovaphone PBX=== | ===Connection to innovaphone PBX=== | ||
Media connection to the PBX is handled by X-CAPI and used by IVR module of | CTI module uses Innovaphone TSP to monitor Agents. | ||
Media connection to the PBX is handled by X-CAPI and used by IVR module of Voxtron Communication Center. | |||
==Test Results== | ==Test Results== |
Revision as of 12:22, 26 October 2011
Summary
The Voxtron Communication Center solution consists of following modules:
- IVR module distributes all incoming calls and create call flows using Axxium or Voxtron VoiceXML Engine
- 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.
- Reporting module shows informations about call distribution to supervisors
Certification Status
Testing of this product has been finalized October, 2011.
Version
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
File:VoxtronCC Testreport Testscenario.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 Agents.
Media connection to the PBX is handled by X-CAPI and used by IVR module of Voxtron Communication Center.
Test Results
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 | Result |
---|---|
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 |
E1 transferred by A1 to A2 and back to waiting queue | OK |
E1 blind transferred by A1 to A2 | OK |
E1 transferred by A1 to M1 and back to waiting queue | OK |
E1 blind transferred by A1 to M1 | OK |
S1 transferred by A1 to E1 and back to waiting queue | OK |
S1 blind transferred by A1 to E1 | OK |
Calls to Users with active Call Forward
Tested feature | Result |
---|---|
Agent calls user with call forward to service queue | OK |
CTI Functions of Call agent application
The ACHAT work-route application for call agents enables basic CTI functions.
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 | OK |
Put on hold | OK |
Conference | NOK |
3-party conference is not available via CTI and usage of this function will disable the active call for CTI.
IVR
IVR functions provided by 3rd party product Voice4 from TE-SYSTEMS.
Tested feature | Ok? |
---|---|
Call to IVR announcement | OK |
DTMF | OK |
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
Object names of waiting queues for announcement and busy counter in V7 PBX have to accomplish following requirements:
- announce wqiting queue name have to begin with "ansage"
- busy counter waiting queue have to begin with "besetzt"
Upper/lower case is ignored.
SOAP
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
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.