Howto:Voxtron Communication Center - Testreport

FIXME: Working in progress

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

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

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
M1 call service waiting queue, then talk to A1

Call transfer

Tested feature	Result
E1 transfered with consultation by A1 to S1
E1 blind transfered by A1 to S1
If call in previous test not answered fallback to agent or watingqueue.
E1 transferred by A1 to A2 and back to waiting queue
E1 blind transferred by A1 to A2
E1 transferred by A1 to M1 and back to waiting queue
E1 blind transferred by A1 to M1
S1 transferred by A1 to E1 and back to waiting queue
S1 blind transferred by A1 to E1

Calls to Users with active Call Forward

Tested feature	Result
Agent calls user with call forward to service queue

CTI Functions of Call agent application

The Voxtron CC CTI module enables basic CTI functions.

Tested feature	Result
Initiate outgoing call
Accept incoming call
End call
Initiate consultation call
End consultation call and switch back
Swap between active call and call on hold
Put on hold
Conference

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	Result
Call to IVR announcement
DTMF

Other Features

Directory

LDAP directory as phonebook is not supported.

Configuration

innovaphone configuration

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.