Howto:Voxtron Communication Center - Testreport
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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
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
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 |
| Blind/Direct Transfer - M1 call to A1,A1 make direct transfer to A2 | OK |
| Switch Between Calls - M1 call to A1,A1 hold and call to A2, A1 switch between calls/lines | OK |
| 3way Conference Call - M1 call to A1, A1 make consultation call to A2,A1 enable 3way conference between 3 users | OK |
XCAPI Tests - SIP GW Without Registration Mode
| Tested feature | Result |
|---|---|
| Supervised Transfer (Int.) - M1 call to IVR, IVR transfer to A1 | OK |
| Supervised Transfer (Ext.) - E1 call to IVR, IVR transfer to A1 | OK |
| Blind Transfer (Int.) - M1 call to IVR, IVR blind transfer to A1 | OK |
| Blind Transfer (Ext.) - E1 call to IVR, IVR blind transfer to A1 | OK |
| DTMF (Int.) - M1 call to IVR, M1 dial DTMF code to reach A1 | OK |
| DTMF (Ext.) - E1 call to IVR, E1 dial DTMF code to reach A1 | OK |
| MWI - Voicemail Message Waiting Indication | NOK |
| Interagent Transfer - IVR Transfer call to A1, A1 transfer call to A2 | OK |
| Redirect Call (redirected number indication) | OK |
| Call Type (type of redirection call) | OK |
XCAPI Tests - H323 GW Without Registration Mode
| Tested feature | Result |
|---|---|
| Supervised Transfer (Int.) - M1 call to IVR, IVR transfer to A1 | OK |
| Supervised Transfer (Ext.) - E1 call to IVR, IVR transfer to A1 | OK |
| Blind Transfer (Int.) - M1 call to IVR, IVR blind transfer to A1 | OK |
| Blind Transfer (Ext.) - E1 call to IVR, IVR blind transfer to A1 | OK |
| DTMF (Int.) - M1 call to IVR, M1 dial DTMF code to reach A1 | OK |
| DTMF (Ext.) - E1 call to IVR, E1 dial DTMF code to reach A1 | OK |
| MWI - Voicemail Message Waiting Indication | NOK |
| Interagent Transfer - IVR Transfer call to A1, A1 transfer call to A2 | OK |
| Redirect Call (redirected number indication) | OK |
| Call Type (type of redirection call) | OK |
XCAPI Tests - H323 PBX Registered Mode
| Tested feature | Result |
|---|---|
| Supervised Transfer (Int.) - M1 call to IVR, IVR transfer to A1 | OK |
| Supervised Transfer (Ext.) - E1 call to IVR, IVR transfer to A1 | OK |
| Blind Transfer (Int.) - M1 call to IVR, IVR blind transfer to A1 | OK |
| Blind Transfer (Ext.) - E1 call to IVR, IVR blind transfer to A1 | OK |
| DTMF (Int.) - M1 call to IVR, M1 dial DTMF code to reach A1 | OK |
| DTMF (Ext.) - E1 call to IVR, E1 dial DTMF code to reach A1 | OK |
| MWI - Voicemail Message Waiting Indication | NOK |
| Interagent Transfer - IVR Transfer call to A1, A1 transfer call to A2 | OK |
| Redirect Call (redirected number indication) | OK |
| Call Type (type of redirection call) | OK |
XCAPI Tests - SIP PBX Registered Mode
| Tested feature | Result |
|---|---|
| Supervised Transfer (Int.) - M1 call to IVR, IVR transfer to A1 | |
| Supervised Transfer (Ext.) - E1 call to IVR, IVR transfer to A1 | |
| Blind Transfer (Int.) - M1 call to IVR, IVR blind transfer to A1 | |
| Blind Transfer (Ext.) - E1 call to IVR, IVR blind transfer to A1 | |
| DTMF (Int.) - M1 call to IVR, M1 dial DTMF code to reach A1 | |
| DTMF (Ext.) - E1 call to IVR, E1 dial DTMF code to reach A1 | |
| MWI - Voicemail Message Waiting Indication | |
| Interagent Transfer - IVR Transfer call to A1, A1 transfer call to A2 | |
| Redirect Call (redirected number indication) | |
| Call Type (type of redirection call) |
Test Notes
- MWI Function tests were not conclusive. MWI messages are only sent from Innovaphone to XCAPI in H.323 mode or SIP Registered at PBX. The Voxtron MWI Configuration was not clear to know if this feature/method is compatible with Innovaphone. All messages to XCAPI didn't got any answer.
- During the tests was detected a issue when External User disconnect call before connect in the Blind transfer Scenario and using SIP. This is fixed by enabling the option at Gateway Object "No Inband Disconnect".
- Transfer Type on VCC must be set to "Explicit Call Transfer Explicit" to work properly, during the tests we notice that Implicit transfers don't work when using SIP.
- Called Number Type on VCC must be set to "Last redirecting number" in order to receive correct number on a Redirect Call.
- The CAPI show us a issue when answering a redirected call (i.e Call forward, Recall Call), the button to pickup the call it's not available (grey) to the user. It was taken a screenshot to report later to Voxtron Support in order to fix this. Seams that TAPI message it's not being correctly acknowladge by Voxtron CTI.
Configuration
innovaphone configuration
XCAPI
During the tests different configurations of XCAPI were used, H.323/SIP GW Mode and Registered at PBX.
Here we can find more information about XCAPI Configuration: XCAPI
3rd party product configuration
Voxtron is always installed and configured by Voxtron technician.
But here are some screenshots of the required options to work with Innovaphone.