Howto:ACHAT - Authensis - Call Center Application Testreport: Difference between revisions

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!Tested feature
!Tested feature
!Voice Ok?
!Voice Ok?
!Additional information
|----
|----
|External caller transfered with consultation to user on slave PBX || OK ||
|E1 transfered with consultation by A1 to S1 || OK  
|----
|----
|External caller blind transfered to user on slave PBX || OK ||
|E1 blind transfered by A1 to S1 || OK  
|----
|----
| If call in previous test not answered fallback to agent or watingqueue. || N/A || This feature is not supported and schould be realised by PBX
| If call in previous test not answered fallback to agent or watingqueue. || N/A  
|- ---
|----
| inno1 calls testphone. testphone transfers to inno2. ||  ||  
| inno1 calls testphone. testphone transfers to inno2. ||  
|- ---
|----
| testphone calls inno1. inno1 transfers to inno2. ||  ||  
| testphone calls inno1. inno1 transfers to inno2. ||  
|- ---
|----
| testphone calls inno1. testphone transfers to inno2. ||  ||  
| testphone calls inno1. testphone transfers to inno2. ||  
|}
|}


Revision as of 14:39, 28 August 2008

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

ACHAT Authensis Testreport Testscenario.png


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)

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 NOK

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.

Related Articles

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