Acd Testcases

ACD Call Scenarios
Project Name: Author : Reviewed By : ACD Server Executed Date: Creation Date: Reviewed Date
TC_ID
Pre-Condition
Scenario
Precondition: Provide valid data in Maximum Number of Waiting Calls field Announce ACD Greeting option should be checked (Make sure that some greeting is selected in File-->Music File -- Announce Position in Queue option should be checked Announce Voicemail should be checked Call Redistribution Time field should have valid input Provide valid input in 'Announcement Frequency' field Make sure that some file is selected in File--> Music Files-->Announcement File Make sure that some file is selected in File--> Music Files-->Music on Hold / Promotions Dial ACD DID (with Queue 1 Timeout 90 secs and enable
Ring all option) Announce ACD Greeting option should be checked
Basic ACD call scenarios
Announce Position in Queue option should be checked
Announce Voicemail should be checked
Call Redistribution Time field should have valid input
Provide valid input in 'Announcement Frequency' field Make sure that some file is selected in File--> Music Files Music on Hold / Promotions
Repeat the steps from 1 to 7 & Make sure that some file is selected in File--> Music Files Announcement File
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ACD Call Scenarios

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10
Supervisor Recording a call
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Supervisor Monitoring a call
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Queue Reports(Goto ACD Preferences>Queue Reports-> select any Queue which has recorded files)
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ACD Call Scenarios

Precondition: Provide valid data in Maximum Number of Waiting Calls field Announce ACD Greeting option should be Unchecked -- Announce Position in Queue option should be UNchecked Announce Voicemail should be checked Call Redistribution Time field should have valid input Provide valid input in 'Announcement Frequency' field Make sure that no file is selected in File--> Music Files-->Announcement File Make sure that some file is selected in File--> Music Files-->Music on Hold / Promotions Dial IVR+ACD Gextn (with 23 Queue Timeout 60 secs and
enable Skill Based option) Announce ACD Greeting option should be Unchecked
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25
Announce Position in Queue option should be checked
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Announce Position in Queue option should be UNchecked
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Provide valid input in 'Announcement Frequency' field
29
Add two agents---agent1(with IP1 and IP2) and agent2 to the ACD group with skill rate 10 and 2
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ACD Call Scenarios

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Repeat the steps from 23 to 32 & make sure no file is selected in File--> Music Files--> Announcement File Make sure that some file is selected in File--> Music Files->Music on Hold / Promotions
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Additional case: (Add two agents---agent1 (with IP1 and IP2) and agent2 to the Dial ACD DID ACD group with skill rate 10 and 2 and provide valid wrap-up time
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Dial ACD DID before the wrapup time of agent1 completes
Precondition: Provide valid data in Maximum Number of Waiting Calls field Announce ACD Greeting option should be Unchecked -- Announce Position in Queue option should be UNchecked Announce Voicemail should be Unchecked Call Redistribution Time field should have valid input Provide valid input in 'Announcement Frequency' field Make sure that no file is selected in File--> Music Files-->Announcement File Make sure that no file is selected in File--> Music Files-->Music on Hold / Promotions Dial ACD DID (with Queue 42 Timeout 30 secs and enable
Next Available option)
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ACD Call Scenarios

43
Announce ACD Greeting option should be Unchecked
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45
Announce Voicemail should be UNchecked
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48
Repeat the steps from 42 to 46 &make sure that file is not selected in File--> Music Files--> Announcement File Make sure that no file is selected in File--> Music Files-->Music on Hold / Promotions
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ACD Call Scenarios

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Precondition: Provide valid data in Maximum Number of Waiting Calls field Announce ACD Greeting option should be checked (Make sure that some greeting is selected in File-->Music File -- Announce Position in Queue option should be UNchecked Announce Voicemail should be checked Call Redistribution Time field should have valid input Provide valid input in 'Announcement Frequency' field Make sure that some file is selected in File--> Music Files-->Announcement File Make sure that no file is selected in File--> Music Files-->Music on Hold / Promotions Dial IVR+ACD Gextn (with 58 Queue Timeout 120 secs and
enable Random option ) Announce ACD Greeting option should be checked
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Announce Voicemail should be checked
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Repeat the steps from 58 to 63 & make sure that some file is selected in File--> Music Files--> Announcement File
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ACD Call Scenarios

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Make sure that no file is selected in File--> Music Files--> Music on Hold / Promotions
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71
ROUTING PLANS
PSTN
72
In User Routing plan 1-softphone with 20 secs, 2-ACD DID(ported number without sip) with 30secs, 3-IP1 with 40 secs
Dial User DID
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74
Dial User DID Call should route to the ACD Agent after 1 seq timeout
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ACD Call Scenarios

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Enable forward option to ACD DID(call should be distributed based on 'Fewest Calls') on userA In Routing Plan of user, put sip: ACD DID(call should be distributed based on Longest Idle Time )in first priority In Routing Plan of user,put IVR in third priority(with 30 seconds), In ACD group,call should be distributed based on Round Robin memory
79
Dial IVR+Extn of userA
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Dial User DID
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Dial User DID and give ACD GExtn when IVR is played
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In Routing Plan of user, put sip: Dial IVR+ ** operator** (user) ACD DID in fourth priority
84
In Group User's Routing plan,put ACD DID(ported number without Dial IVR+ ** operator** (Group) sip) in 2nd seq
85
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87
In Group User's Routing plan, put another user's DID and again in Dial IVR+ ** operator** (Group) that DID user's routing plan, put ACD DID For any user,put ACD DID as Disaster number
88
Dial IVR+ACDGExtn
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ACD group should be set with disaster to INTE number
Dial IVR+ACD GExtn Dial IVR+ACD Gextn and give ACD Gextn when IVR is heared
90
ACD group should be set with disaster to IVR number
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ACD Call Scenarios

91
ACD group should be set with disaster to PSTN number
Dial IVR+ACD GExtn
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ACD group should be set with disaster to IVR
Dial ACD DID and give Extn when IVR is heared
93
ACD group should be set with disaster to DID of any user
Dial IVR+ACD GExtn
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ACD group enabled Disaster to another ACD DID
Dial IVR+ACD GExtn
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ACD group enabled Disaster to invalid number
Dial IVR+ACD GExtn
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In that DID user's routing plan put other Account IVR(give ACD Gextn when IVR is played).This Dial user DID ACD group enabled disaster to PSTN number In that group's User Routing plan put another user DID and again Dial IVR+GExtn in that DID user's routing plans, put ACD DID In that group's User Routing plan put another user DID and again Dial IVR+GExtn in that DID user's routing plans, put ACD DID
Disaster settings are not working for ACD DID
Worldsmart
99 3PCC 100
In Routing Plan of user, put sip: ACD DID(call should be distributed based on Longest Idle Time )in first priority In Routing Plan of user, put sip: ACD DID(call should be distributed based on Longest Idle Time )in first priority In Routing Plan of user, put sip: ACD DID(call should be distributed based on Longest Idle Time )in first priority In user Routing plan put From other account,dial user sip:ACD DID (of another Account DID ) in second priority
Dial User DID from softphone as dialer Set IP1 in call logs and click on user Extn Set IP2 in call logs and click on IVR and give user Extn
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ACD Call Scenarios

103
Set Softphone in call logs
Dial ACD DID
104
Set IP1 in call logs
Dial IVR+ACD GExtn
105 NPA 106
Set IP2 in call logs
Dial user DID(enable forward to ACD DID on that user)
107
First 3 digits of Caller id of userA and first three digits of ACD DID should be same First 3 digits of Caller id of userA and first three digits of IVR number should be same
Dial ACD DID's last 7 digits from worldsmart user Dial IVR's last 7 digits from worldsmart user and enter ACD GExtn
GROUP PRIORITIES
PRIORITY LEVEL
Create 3 ACD groups with High, Medium and Low priorities with two agents(Ex:group1---x and y, group2---x and y,group3---x and y) In Routing Plans of agents,put >=60 secs as ringing time for each sequence
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Dial ACD DID
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ACD Call Scenarios

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Create 3 ACD groups with High, Medium and Low priorities with two agents(Ex:group1---x and y, group2---x and y,group3---x and y) In Routing Plans of agents,put >=60 secs as ringing time for each sequence
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Dial IVR+ACD GExtn
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OVER FLOW OPTIONS

EMPTY QUEUE OVERFLOW 126
ACD Group1( High priority ) should not have agent(s) in it and Dial ACD DID also if agents are there, all of them should be logged out
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ACD Call Scenarios

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ACD group2 should have Broadcast option enabled and add two users(broadcast) ACD Goup2 should have Email option enabled
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DID should be a ported number
If the Queue overflow option is DID
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If the Queue overflow option is Voicemail

ACD Group1( High priority ) should not have agent(s) in it and Dial IVR+ACD GExtn also if agents are there all of them should be logged out
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ACD Call Scenarios

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ACD group2 should have Broadcast option enabled and add two users(broadcast) ACD Goup2 should have Email option enabled
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DID should be a ported number
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149 QUEUE OVERFLOW OPTIONS
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Goto-->Admin dashboard--> ACD Preferences-->click View link of any ACD group1( Low priority)-Dial ACD DID > ACD settings--> Agent Interface---> Edit--> Maximum Number of Waiting Calls=2
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ACD Call Scenarios

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Queue overflow options
If the Queue overflow option is New Queue
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Goto-->Admin dashboard--> ACD Preferences click View link of any ACD group1 ( Low priority)Dial IVR+ACDGExtn ->ACD settings Agent Interface--> Edit--> Maximum Number of Waiting Calls=2
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ACD Call Scenarios

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Queue overflow options
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177 QUEUE TIMEOUT OVERFLOW 178
ACD Group1 ( Medium priority) should contain atleast one agent Dial ACD DID who is logged in
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ACD Call Scenarios

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Queue Timeout overflow settings
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Enable call forward to userB on userA
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ACD Group1 ( Medium priority) should contain atleast one agent Dial IVR+ACD GExtn who is logged in
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Queue Timeout overflow settings
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Enable call forward to userB on userA
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ACD Call Scenarios

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ADDITIONAL CASES FOR 'QUEUE TIMEO 201

Group should have atleast one agent logged in(put the agent in DND)
Queue Timeout overflow option of that group should be to any PSTN number Queue Timeout overflow option of that group should be to any PSTN number
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Queue Timeout overflow option Group should have atleast one agent logged in(reject the call on of that group should be to any agent) PSTN number Queue Timeout overflow option of that group should be to any PSTN number Queue Timeout overflow option Group should have atleast on agent logged in(agent should not of that group should be to any be registered anywhere) PSTN number
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ACD Call Scenarios

206 Queue Timeout overflow option of that group should be to any PSTN number
RANDOM
Call Redistribution Time & Queue Timeout In one user Routing Plan, put 1.softphone-10secs (Timeout) 2.ACD DID -20secs (Timeout) Dial DID of that user 3.IP1 -30 secs (Timeout) Call Redistribution Time30secs, Queue Timeout30secs 1.Add two agents (Routing Plans with only IP1-20secs) in ACD group. Dial IVR+ACDGExtn 2.Call Redistribution Time30secs, Queue Timeout30secs 1.Add one agent to an ACD group.In Routing Plan,put 1.softphone-10secs (Timeout) 2.user DID -20secs (Timeout) Dial ACD DID 3.IP1 -30 secs (Timeout) Call Redistribution Time30secs, Queue Timeout60secs 1.Add two agents (Routing Plans with only IP1-20secs) in ACD group. Dial IVR+ACDGExtn 2.Call Redistribution Time30secs, Queue Timeout60secs
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1.Add two agents (Routing Plans with only IP1-20secs) in ACD group. Dial ACD DID 2.Call Redistribution Time60secs, Queue Timeout60secs
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ACD Call Scenarios

1.Add two agents (Routing Plans with only IP1-20secs) in ACD group. Dial IVR+ACDGExtn 2.Call Redistribution Time60secs, Queue Timeout60secs
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ACD Call Scenarios

16th July,2009
Description
Test Data
Expected Result
Basic ACD call scenarios

that some greeting is selected in File-->Music Files--> ACD Greetings )
uncement File on Hold / Promotions Dial few more ACD Calls which are Ex: Give 'Maximum greater than the Maximum Number of Number of Waiting calls' Waiting Calls given as 3 Check for Announce ACD Greeting
All the calls which cross the limit of 'Maximum Number of Waiting Calls' should follow the OVERFLOW settings of that ACD group ACD greeting should be played to the caller after he makes the ACD call Position of the call(in Queue) should be announced to the caller After announcing the position in Queue,Voicemail prompt should be played to the caller
Check for Announce Position in Queue
Check for Announce Voicemail Ex: Enter Call Redistribution Time' as 60secs
Check for Call Redistribution Time'
According to the Call Redistribution Time,call should route to the agents in ACD group Position in Queue should be announced to the caller,depending upon the time given in the 'Announcement Frequency' field If the ACD agent Wrap-Up Time is less than the Group Wrap-Up Time, that ACD agent(s) should not get the call Call should follow 'Queue Timeout and Call Redistribution time' and should overflow(according to settings given)
Check for Announcement Frequency Check whether the call is routing all the Agents based on Group Wrap -Up Time Let the call ring on agents and check for 'Queue Timeout and Call Redistribution time'
Ex:15 secs(If any agent After call is accepted on agent, (When Accept the call on agent and Check for accept the call and hang Wrap -Up Time completes) 'Announcement File' up,then he will not get the Announcement file should be played next call till 15 secs)
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ACD Call Scenarios

Put the Call on Hold from agent side Caller should be able to get the MOH
Record a ACD call using 'Ad-Hoc'
Supervisor should be able to Record the call using 'Ad-Hoc' Supervisor should be able to Monitor the call using silent mode Caller should get MOH when ACD agent is trying to transfer the call to another user Extn ACD agent should be able to leave an Voicemail to the user Extn and that user should be able to access the Voicemail Extn user accepts the call on 2nd seq Transfer should work and MOH should stop playing to Caller and he should be able to communicate with the Extn user Records of that particular group should be displayed Records of that particular group should be displayed Records of that particular group should be displayed Records of that particular group should be displayed Records of that particular date should be displayed User should be able to access the recorded file.
Monitoring this call with Silent mode
From the accepted agent,dial User Extn to do WarmTransfer When Extn user is unavailable, leave a Voicemail from ACD agent
Dial User Extn to do WarmTransfer
ACD Agent did Warmtransfer to user Extn When Queue records page is displayed,select the link GROUP and click on 'search' When Queue records page is displayed,select the link AGENT and click on 'search' When Queue records page is displayed,select the link DID and click on 'search' When Queue records page is displayed,select the link CALLER ID and click on 'search' When call records are displayed according to the above searches,click on a particular date Click on Download link of any record
After accessing the record,delete it
Record must be deleted and the ACD File Memory Usage should be reduced according to the size of the deleted record
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ACD Call Scenarios
cement File on Hold / Promotions Dial few more ACD Calls which are Ex: Give 'Maximum greater than the Maximum Number of Number of Waiting calls' Waiting Calls given as 5 Check for Announce ACD Greeting
All the calls which cross the limit of 'Maximum Number of Waiting Calls' should follow the OVERFLOW settings of that ACD group ACD greeting should not be played to the caller after he makes the ACD call Position of the call(in Queue) should be announced to the caller After announcing the position in Queue,Voicemail prompt should not be played to the caller
Check for Announce Voicemail Ex: Enter Call Redistribution Time' as 60 secs
According to the Call Redistribution Time,call should route to the agents in ACD group Position in Queue should be announced to the caller,depending upon the time given in the 'Announcement Frequency' field If the ACD agent Wrap-Up Time is less than the Group Wrap-Up Time, that ACD agent should not get the call Call should route to agent1 again
Check for Announcement Frequency Check whether the call is routing to the Agent who is having highest skill rate and based on Group Wrap -Up Time Call should first route to agent1 and follow the routing plan(don't accept the call) If call is not accepted on agent2,check whether the call is being routed to agent1 or not Call should first route to agent1 and follow the routing plan(reject the call on both the sequences) Let the call ring on agents and check for 'Queue Timeout and Call Redistribution time'
Call should route to agent1
Call should route to agent2 Call should follow 'Queue Timeout and Call Redistribution time' and should overflow(according to settings given)
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ACD Call Scenarios

Accept the call on agent2 and Check for 'Announcement File' After call is accepted on agent, (After Wrap -Up Time completes) Announcement file should not be played Caller should be able to get the MOH
Put the Call on Hold from agent side Record a ACD call using 'Static'(should be enabled to the agent before making the call) Monitoring this call with ' Whisper' mode From the accepted agent,make Blind transfer to Extn of user When Extn user is unavailable, leave a Voicemail from ACD agent
Supervisor should be able to Record the call using 'Static' Supervisor should be able to Monitor the call using ' Whisper' mode when ACD agent is trying to transfer the call to another user Extn,Caller should get MOH ACD agent should be able to leave an Voicemail to the user Extn
Make a Blind transfer to Extn of user
Extn user accepts the call on 2nd seq
When call routed to agent1(10),accept and hang up
Ex:Group wrap-up time is Call should hang up 30 secs Call should not route to agent1(till the wrap-up time completes) although he has highest skill rate but it should route to agent2
Check for the call routing
cement File n Hold / Promotions Dial few more ACD Calls which are Ex: Give 'Maximum greater than the Maximum Number of Number of Waiting calls' Waiting Calls given as 10
All the calls which cross the limit of 'Maximum Number of Waiting Calls' should follow the OVERFLOW settings of that ACD group
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ACD Call Scenarios

Check for Announce ACD Greeting ACD greeting should not be played to the caller after he makes the ACD call Position of the call(in Queue) should not be announced to the caller Voicemail prompt should not be played to the caller Ex: Enter Call Redistribution Time' as 30 secs According to the Call Redistribution Time,call should route to the agents in ACD group
Check for Announce Voicemail
Ex:20 secs(If any agent Check whether the call is routing all the If the ACD agent Wrap-Up Time is accept the call and hang Agent(s) who is next available and less than the Group Wrap-Up Time, up,then he will not get the based on Group Wrap -Up Time that ACD agent should not get the call next call till 20 secs) Call should follow 'Queue Timeout Let the call ring on agents and check and Call Redistribution time' and for 'Queue Timeout and Call should overflow(according to settings Redistribution time' given) After call is accepted on agent, (When Accept the call on agent and Check for Wrap -Up Time completes) 'Announcement File' Announcement file should not be played Put the Call on Hold from agent side Record a ACD call using 'Random'(should be enabled to the agent before making the call) Monitoring this call with Barge-in mode Caller should not get the MOH
Supervisor should be able to Record the call using 'Random' Supervisor should be able to Monitor the call using Barge-in mode Caller should not get MOH when ACD agent is trying to transfer the call to another user's DID ACD agent should be able to leave an Voicemail to the DID user User should get the Voicemail as Email according to the format
From the accepted agent,dial User DID to do WarmTransfer When DID user is unavailable, leave a Voicemail from ACD agent Check whether the voicemail is sent to the user's respective Email Address
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ACD Call Scenarios

Dial User DID to do WarmTransfer DID user accepts the call on 2nd seq Transfer should work and caller should be able to communicate with the DID user MOH should work on both sides
ACD Agent did Warm transfer to user DID
Check for MOH on both sides
that some greeting is selected in File-->Music Files--> ACD Greetings )
uncement File n Hold / Promotions Dial few more ACD Calls which are Ex: Give 'Maximum greater than the Maximum Number of Number of Waiting calls' Waiting Calls given as 15 Check for Announce ACD Greeting
All the calls which cross the limit of 'Maximum Number of Waiting Calls' should follow the OVERFLOW settings of that ACD group ACD greeting should be played to the caller after he makes the ACD call Position of the call(in Queue) should not be announced to the caller After announcing the position in Queue,Voicemail prompt should be played to the caller
Check for Announce Voicemail Ex: Enter Call Redistribution Time' as 90 secs
Check for Call Redistribution Time' Check whether the call is routing all the Agent(S) randomly and based on Group Wrap -Up Time Let the call ring on agents and check for 'Queue Timeout and Call Redistribution time' Accept the call on agent and check for Announcement File
According to the Call Redistribution Time,call should route to the agents in ACD group If the ACD agent Wrap-Up Time is less than the Group Wrap-Up Time, that ACD agent should not get the call Call should follow 'Queue Timeout and Call Redistribution time' and should overflow(according to settings given)
Ex:25 secs(If any agent After call is accepted on agent, (When accept the call and hang Wrap -Up Time completes) up,then he will not get the Announcement file should be played next call till 25 secs)
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ACD Call Scenarios

Put the Call on Hold from agent side Caller should not be able to get the MOH Supervisor should be able to Record the call using 'Ad-Hoc' Supervisor should be able to Monitor the call using silent mode Caller should get MOH when ACD agent is trying to transfer the call to another user's DID ACD agent should be able to leave a Voicemail to the user Extn
Record a ACD call using 'Ad-Hoc'
Monitoring this call with Silent mode
From the accepted agent,make Blind transfer to DID of user When Extn user is unavailable, leave a Voicemail from ACD agent
Make Blind transfer to user's DID
DID user accepts the call on 2nd seq Transfer should work and MOH should stop playing to Caller and DID user should be able to communicate with the Extn user
ACD Agent did Blind transfer to user's DID
ROUTING PLANS
Call should follow the Routing Plans of the user
1st Seq phones should ring upto Timeout
Call should follow Routing plan of user and reach ACD group
Let the Call route to ACD group and allow the agent(s) to ring till timeout Call should reach the third sequence of user(IP1-timeout)
Call should follow the Routing plan Call should route to the ACD agent on 2nd seq(with 40 ringing timeout),accept the call on agent and make Blind transfer to a user's Extn Put the Call on Hold from Callee side
Agent should be able to transfer the call to the Extn user
Caller should be able to get the MOH
Check for the Dynamic MOH
MOH should be changed dynamically
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ACD Call Scenarios

Park the call using 9996 Call should be parked and user should be able to pick up the parked call either after 5 minutes or pick up using the code given Transfer should be done to the PSTN number Agent should be able to transfer the call
Accept the call on ACD agent and Make a Blind transfer to PSTN Accept the call on any agent in that ACD group and make #1# transfer to user Extn Leave the 2 sequences to timeout(ex:20 secs each) Accept the call on agent in ACD group and make #2# transfer to user Extn
1st and 2nd Seq phones should ring upto Timeout Caller should be able to leave a Voicemail to the Extn user
Reject the call on all the 3 sequences
Call should route to next sequence
Accept the call on agent in ACD group and make Warm transfer to a PSTN
Agent should be able to transfer the call 1st Seq phones should ring upto Timeout
Leave timeout for 1st seq Call should route to the ACD agent on 2nd seq(with 40 ringing timeout),accept the call on agent and make Blind transfer to a IVR+ACD GExtn When call comes to ACD group,accept the call on agent and make Blind transfer to PSTN Accept the call on agent in that ACD group
Agent should be able to transfer the call
Call should be transferred to PSTN
Caller and callee should be able to communicate Caller and callee should be able to communicate Caller and callee should be able to communicate
Accept the call on INTE
Accept the call on any agent in that ACD group
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ACD Call Scenarios

Accept the call on PSTN Caller and callee should be able to communicate Call should route to the agent(s) in that group Call should route to the agent(s) in that group Caller and callee should be able to communicate Call should not reach the invalid number
Accept the call on Extn user and make Warmtransfer to another ACD DID Accept the call on DID user and make Blind transfer to ACD DID Accept the call on any agent in that ACD group Check whether the call is routing to that invalid number
Accept the call on PSTN
Caller and callee should be able to communicate After Voicemail prompt is played,agent should be able to leave Voicemail to that Extn user Caller should be able to leave a Voicemail
Accept the call on ACD agent,make #1# transfer to an DID(user unavailable) Accept the call on ACD agent,make #2# transfer to an Extn
Leave the first priority to timeout,accept the call on agent,make warm transfer to user DID and check for MOH on both sides Accept the call on any agent in that ACD group and make #1# transfer to user DID Accept the call on any agent in that ACD group and make #2# transfer to user Extn Accept the call on any agent in that ACD group and make Warmtransfer to PSTN
Transfer and MOH should work(on both sides)
Agent should be able to transfer the call Caller should be able to leave a Voicemail to the Extn user Caller should be able to leave a Voicemail to the Extn user
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ACD Call Scenarios

Accept the call on agent and make Warmtransfer to ACD DID Accept the call on agent and make Warmtransfer to INTE Accept the call on agent and make Blind transfer to PSTN When call reached ACD agent,accept and make #1# transfer to IVR+Extn and check for MOH Call should reach ACD agent,accept and do Blind transfer to user DID Call should be transferred
Call should be transferred
Call should be transferred
Transfer should be done and MOH should be played on both sides(dynamically also) Transfer should be done to the PSTN number
GROUP PRIORITIES
Observe the call behavior in ACD Live Monitor
Make an ACD DID call to Low priority group Make an ACD DID call to Medium priority group after few seconds Make an ACD DID call to High priority group after few seconds,accept the call on any agent After sometime disconnect the High priority group call on the agent
Don't accept the call on agents ,it should be ringing Don't accept the call on agents ,it should be ringing High priority group call should be accepted,other two calls should be in waiting state which can be seen in Live Monitor Call should be disconnected and medium priority group call should reach any agent Medium priority group call should be accepted and Low priority group call should be in waiting state(should be seen in Live Monitor) Low priority group call should reach the agents
Accept the next call on any agent
Disconnect the call of medium priority group
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ACD Call Scenarios

Accept the next call on any agent Low priority group call should be accepted and this should be seen in Live Monitor Caller should be able to leave a Voicemail to the Extn user
After accepting the call on agent,make #2# transfer to Extn of a user
Observe the call behaviour in ACD Live Monitor
Make an ACD DID call to Low priority group Make an ACD DID call to Medium priority group after few seconds Make an ACD DID call to High priority group after few seconds,accept the call on any agent After sometime disconnect the High priority group call on the agent
Don't accept the call on agents ,it should be ringing Don't accept the call on agents ,it should be ringing High priority group call should be accepted,other two calls should be in waiting state which can be seen in Live Monitor Call should be disconnected and medium priority group call should reach any agent Medium priority group call should be accepted and Low priority group call should be in waiting state(should be seen in Live Monitor) Low priority group call should reach the agents Low priority group call should be accepted and this should be seen in Live Monitor Caller should be able to leave a Voicemail to the Extn user
Accept the next call on any agent
Disconnect the call of medium priority group
Accept the next call on any agent After accepting the call on agent,make #1# transfer PSTN of a user and check or MOH
OVER FLOW OPTIONS

Click ' New Queue' and select any ACD group2 ( Low priority ) from the list Since there are no agents,call should follow Empty Queue Overflow options and route to ACD group2
Page 30
ACD Call Scenarios

Check whether the Overflow details are seen in Queue Reports of ACD group1 Don't accept the call on agent in ACD group2(leave them till timeout) Check whether the Voicemail is being broadcasted Check for Email format for Group and users Click 'DID' and select any DID of ACD agent from the list Click 'DID' and select any user DID from the list Click 'DID' and select ACD DID from the list Click 'DID' and add any number (INTE,PSTN,DID) In ACD group1's Queue Reports, under Queue Timeout Overflow,the details of the Overflow should be seen When Voicemail is prompted ,caller should be able to leave a Voicemail to the ACD group2 Voicemail should be sent to the Group and users and they must be able to access the Voicemail(s) Email should be sent to the Group and the users(according to their settings.Wav or MP3) Call should route to the selected DID
Call should route to the selected DID
Number should be added to the list
Click 'DID' and select INTE
Call should route to the selected number Call should route to the selected number Caller should be prompted to leave a Voicemail Since there are no agents,call should follow Empty Queue Overflow options and route to ACD group2 In ACD group1's Queue Reports, under Queue Timeout Overflow,the details of the Overflow should be seen
Click 'DID' and select PSTN
Click 'Voicemail' and Update Click 'New Queue' ( Medium / High priority ) and select any ACD group from the list Check whether the Overflow details are seen in Queue Reports of ACD group1
Page 31
ACD Call Scenarios

Don't accept the call on agent in ACD group2 Check whether the Voicemail is being broadcasted Check for Email format for Group and users Click 'DID' and select any DID of ACD agent from the list Click 'DID' and select any user DID from the list Click 'DID' and select ACD DID from the list Click 'DID' and add any number (INTE,PSTN,DID) When Voicemail is prompted ,user should be able to leave a Voicemail to the ACD group2 Voicemail should be sent to the Group and users and they must be able to access the Voicemail(s) Email should be sent to the Group and the users(according to their settings.Wav or MP3) Call should route to the selected DID
Call should route to the selected number Call should route to the selected number Caller should be prompted to leave a Voicemail
Click ' Voicemail' and Update
Accept the call on agent
Call should be accepted,agent and caller should be able to communicate
Make another ACD DID call to the same ACD group(don't accept the call)
Call should be in waiting state and should be seen in ACD Live Monitor
Page 32
ACD Call Scenarios

Make the third ACD DID call to the same ACD group Call should follow Queue overflow options When Voicemail is prompted caller should be able to leave a Voicemail to the ACD group2 Call should reach ACD group2 In ACD group1's Queue Reports, under Queue Overflow options,the details of the Overflow should be seen Transfer should work and user should be able to park the call and pick up
Reject the call on agent in ACD group2
Click the New Queue and select ACD group2( High priority) from the list Check whether the Overflow details are seen in Queue Reports of ACD group1 Accept the call on ACD agent and make Warm transfer to DID of user Click 'DID' and select any DID of ACD agent from the list Click 'DID' and select any user DID from the list Click 'DID' and select ACD DID from the list Click 'DID' and add any number (INTE,PSTN,DID)
Click 'Voicemail' and Update
Accept the call on agent
Call should be accepted, agent and caller should be able to communicate
Page 33
ACD Call Scenarios

Make another ACD DID call to the same ACD group(don't accept the call) Make the third ACD DID call to the same ACD group Click the New Queue and select ACD group2( High priority) from the list Check whether the Overflow details are seen in Queue Reports of ACD group1 Accept the call on ACD agent and make Blind transfer to DID of user Click 'DID' and select any DID of ACD agent from the list Click 'DID' and select any user DID from the list Click 'DID' and select ACD DID from the list Click 'DID' and add any number (INTE,PSTN,DID) Call should be in waiting state and should be seen in ACD Live Monitor Call should follow Queue overflow options
Call should reach ACD group2 In ACD group1's Queue Reports, under Queue Overflow options,the details of the Overflow should be seen Transfer should work and user should be able to park the call and pick up
All the agents in the group should be unavailable or busy
Call should follow Queue Timeout overflow settings
Page 34
ACD Call Scenarios

Click the New Queue and select ACD group2( High priority) from the list Accept the call on agent and make Blind transfer to Extn of userA Check whether the Overflow details are seen in Queue Reports of ACD group1 Click 'DID' and select any DID of ACD agent from the list Click 'DID' and select any user DID from the list Click 'DID' and select ACD DID from the list Click 'DID' and add any number (INTE,PSTN,DID) Call should reach the ACD group2
Call should reach userB,caller and callee should be able to communicate In ACD group1's Queue Reports, under Queue Timeout Overflow options,the details of the Overflow should be seen Call should route to the selected DID
Call should route to the selected number Call should route to the selected number Caller should be prompted to leave a Voicemail Call should follow Queue Timeout overflow settings
All the agents in the group should be unavailable or busy Click the New Queue and select ACD group2( High priority) from the list Accept the call on agent and make #1# transfer Extn of userA
Call should reach the ACD group2
Call should reach userB,caller and callee should be able to communicate
Page 35
ACD Call Scenarios

Check whether the Overflow details are seen in Queue Reports of ACD group1 Click 'DID' and select any DID of ACD agent from the list Click 'DID' and select any user DID from the list Click 'DID' and select ACD DID from the list Click 'DID' and add any number (INTE,PSTN,DID) In ACD group1's Queue Reports, under Queue Timeout Overflow options,the details of the Overflow should be seen Call should route to the selected DID
Click 'Voicemail' and Update ADDITIONAL CASES FOR 'QUEUE TIMEOUT OVERFLOW' Dial ACD DID
Call should reach PSTN number
Dial IVR+ACD GExtn
Dial ACD DID
Dial IVR+ACD GExtn
Dial ACD DID
Page 36
ACD Call Scenarios

Dial IVR+ACD GExtn Call should reach PSTN number
RANDOM
Check whether the call is routing to ACD group
When call comes to ACD group, agents in that ACD group should be ringing and if agents are not accepting the call,then it should be connected to voicemail
Make an IVR+ACDGExtn call and let the call route to the agent(s)according to the settings.
Call should route to any agent,ring for 30secs and shoud connect to voicemail
Check whether the call is routing to ACD group and again coming back to the user DID
Call should route to agent in that ACD groupand should not reach the DID user
Call should route to any agent,ring for 30secs as first cycle and again call should route to another agent for the remaining 30 secs
Make an ACD DID call and let the call route to the agent(s)(not on ACD/non ACD call) according to the settings.
Call should route to any agent,ring for 60secs and then call should connect to Voicemail
Page 37
ACD Call Scenarios
Make an IVR+ACDGExtn call and let the call route to the agent(s)(not on ACD/non ACD call) according to the settings.
Make an ACD DID call and let the call route to the agent(s)according to the settings.
Make an IVR+ACDGExtn call and let the call route to the agent(s)(not on ACD/non ACD call) according to the settings.
Make an ACD DID call and let the call route to the agent(s)(not on ACD/non ACD call) according to the settings.
Page 38
ACD Call Scenarios
Actual Result
Status (Pass / Fail)
Voice
Remarks
BUG ID
Same as Expected
Pass
clear
Same as Expected
Pass
clear
Same as Expected
Pass
clear
Same as Expected
Pass
clear
Same as Expected
Pass
clear
Same as Expected
Pass
clear
Same as Expected
Pass
clear
Same as Expected
Pass
clear After hanging up the caller also,agent is not getting hanged up and Announcement file is still being played to the agent
7019
Page 39
ACD Call Scenarios

Same as Expected Pass clear
Same as Expected
Pass
clear
got a alert message while adhoc recording.
Same as Expected
Pass
clear
Same as Expected
Pass
clear
Same as Expected
Pass
clear
Same as Expected
Pass
clear
Same as Expected
Pass
clear
Same as Expected
Pass
clear
the records are not generated immediately. the records are not generated immediately. the records are not generated immediately. no caller id is found.
Same as Expected
Pass
clear
Same as Expected
Pass
clear
Same as Expected Same as Expected
Pass Pass
clear clear
Same as Expected
Pass
clear
Page 40
ACD Call Scenarios
Same as Expected
Pass
clear
Same as Expected
Pass
clear
Same as Expected
Pass
clear
Same as Expected
Pass
clear
Same as Expected
Pass
clear
doubt what exactly is call redistribution time
Same as Expected
Pass
clear
doubt
Same as Expected
Pass
clear
Same as Expected
Pass
clear
Same as Expected
Pass
clear
Same as Expected
Pass
clear
Page 41
ACD Call Scenarios

Same as Expected Pass clear the announcement file is played for 20 secs which is 5 seconds more than the desired time i.e. 15 seconds.
Page 42
ACD Call Scenarios
When we try to enable random recording,a small window is opened with blank screen
Page 43
ACD Call Scenarios
Page 44
ACD Call Scenarios
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Page 45
ACD Call Scenarios

Fail Fail NA Call parking is not working after doing Blind transfer from the agent
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Page 46
ACD Call Scenarios

Same as Expected Pass Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Page 47
ACD Call Scenarios

Same as Expected Pass Pass Caller iD is shown as some junk and ACD call got stuck under 'Waiting Calls' 7039
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Page 48
ACD Call Scenarios

Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Page 49
ACD Call Scenarios

Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
7039
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Page 50
ACD Call Scenarios

Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Page 51
ACD Call Scenarios

Same as Expected Pass Pass ACD server crashed when call is overflow-ing to another Queue 7043
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
7164
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Page 52
ACD Call Scenarios

Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
ACD server crahed in alpha netwok
7164
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Page 53
ACD Call Scenarios

Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Caller ID is displayed as some junk on ACD Web Live Monitor
7039
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Page 54
ACD Call Scenarios

Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Caller ID is displayed as some junk on ACD Web Live Monitor
7039
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
ACD sever crashed once when agent is getting logged off.
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Same as Expected
Pass
Pass
Page 55
ACD Call Scenarios

Same as Expected
Pass
NA
Same as Expected
Pass
NA
Same as Expected
Pass
NA
Same as Expected
Pass
NA
Same as Expected
Pass
NA
Page 56
ACD Call Scenarios
Same as Expected
Pass
NA
Pass
NA
Same as Expected
Pass
NA
Same as Expected
Pass
NA
Same as Expected
Pass
NA
Page 57
ACD Call Scenarios
FIXED
Page 58
ACD Call Scenarios
Page 59
ACD Call Scenarios
Page 60
ACD Call Scenarios
Page 61
ACD Call Scenarios
Page 62
ACD Call Scenarios
Page 63
ACD Call Scenarios
Page 64
ACD Call Scenarios
Page 65
ACD Call Scenarios
Page 66
ACD Call Scenarios
FIXED
Page 67
ACD Call Scenarios
Page 68
ACD Call Scenarios
FIXED
Page 69
ACD Call Scenarios
Page 70
ACD Call Scenarios

FIXED
FIXED
Page 71
ACD Call Scenarios
FIXED
Page 72
ACD Call Scenarios
FIXED
Page 73
ACD Call Scenarios
FIXED
Page 74
ACD Call Scenarios
Page 75
ACD Call Scenarios
Page 76
ACD Call Scenarios
Page 77
ACD Call Scenarios
Page 78
ACD Call Scenarios
Page 79
ACD Call Scenarios
Page 80
ACD Call Scenarios
Page 81
ACD Call Scenarios
Page 82
ACD Call Scenarios
Page 83
ACD Call Scenarios
Page 84
ACD Call Scenarios
Page 85
ACD Call Scenarios
Page 86
ACD Call Scenarios
Page 87
ACD Call Scenarios
Page 88
ACD Call Scenarios
Page 89
ACD Call Scenarios
Page 90
ACD Call Scenarios
Page 91
ACD Call Scenarios
Page 92
ACD Call Scenarios
Page 93
ACD Call Scenarios
Page 94
ACD Call Scenarios
Page 95
ACD Call Scenarios
Page 96
ACD Call Scenarios
Page 97
ACD Call Scenarios
Page 98
ACD Call Scenarios
Page 99
ACD Call Scenarios
Page 100
ACD Call Scenarios
Page 101
ACD Call Scenarios
Page 102
ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
Page 200
ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
Page 287
ACD Call Scenarios
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ACD Call Scenarios
Page 289
ACD Call Scenarios
Page 290
ACD Call Scenarios
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ACD Call Scenarios
Page 292
ACD Call Scenarios
Page 293
ACD Call Scenarios
Page 294
ACD Call Scenarios
Page 295
ACD Call Scenarios
Page 296
ACD Call Scenarios
Page 297
ACD Call Scenarios
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ACD Call Scenarios
Page 299
ACD Call Scenarios
Page 300
ACD Call Scenarios
Page 301
ACD Call Scenarios
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ACD Call Scenarios
Page 303
ACD Call Scenarios
Page 304
ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
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ACD Call Scenarios
Page 309
ACD Call Scenarios
Page 310
ACD Call Scenarios
Page 311
ACD Call Scenarios
Page 312
ACD Call Scenarios
Page 313
ACD Call Scenarios
Page 314
ACD Call Scenarios
Page 315
ACD Call Scenarios
Page 316
ACD Call Scenarios
Page 317
ACD Call Scenarios
Page 318
ACD Call Scenarios
Page 319
ACD Call Scenarios
Page 320
ACD Call Scenarios
Page 321
ACD Call Scenarios
Page 322
ACD Call Scenarios
Page 323
ACD Call Scenarios
Page 324
ACD Call Scenarios
Page 325
ACD Call Scenarios
Page 326
ACD Call Scenarios
Page 327
ACD Call Scenarios
Page 328
ACD Call Scenarios
Page 329
ACD Call Scenarios
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ACD Call Scenarios
Page 331
ACD Call Scenarios
Page 332
ACD Call Scenarios
Page 333
ACD Call Scenarios
Page 334
ACD Call Scenarios
Page 335
ACD Call Scenarios
Page 336
ACD Call Scenarios
Page 337
ACD Call Scenarios
Page 338
ACD Call Scenarios
Page 339
ACD Call Scenarios
Page 340
ACD Call Scenarios
Page 341
ACD Call Scenarios
Page 342
ACD Call Scenarios
Page 343
ACD Call Scenarios
Page 344
ACD Call Scenarios
Page 345
ACD Call Scenarios
Page 346
ACD Call Scenarios
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ACD Call Scenarios
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ACD_logout
Project Name: Author : Reviewed By : ACD
Sravani
Executed Date: Creation Date: Reviewed Date 16th July,2009
TC_ID
Scenario
Description
Test Data
ACD auto logout settings

1 2 Make few ACD calls to Don't accept the call on agent for an ACD group 20 minutes Reject the call on agent (agent Make an ACD call to should not answer the calls for 20 an ACD group minutes after rejecting this call) Reject the call on agent (agent should answer the calls for 20 minutes after rejecting this call) ACD agent should not get the call(becoz he is in DND) and make sure the agent is in DND for 20 minutes Make some ACD calls to an ACD group (add Agent will not get the call and let one agent who is not the calls continue till 20 minutes registered) for 20 minutes
Page 705
ACD_logout
Expected Result After 20 minutes agent should not log out After 20 minutes,agent should get logged off automatically After 20 minutes,agent should get logged off automatically After 20 minutes (agent is in DND),agent should get logged off automatically
Actual Result
Status (Pass / Fail)
Voice
Remarks
ttings
After 20 minutes, agent should get logged off automatically
Page 706
ACD_logout
BUG ID
Page 707
ACD_logout
Page 708
ACD_logout
Page 709
ACD_logout
Page 710
ACD_logout
Page 711
ACD_logout
Page 712
ACD_logout
Page 713
ACD_logout
Page 714
ACD_logout
Page 715
ACD_logout
Page 716
ACD_logout
Page 717
ACD_logout
Page 718
ACD_logout
Page 719
ACD_logout
Page 720
ACD_logout
Page 721
ACD_logout
Page 722
ACD_logout
Page 723
ACD_logout
Page 724
ACD_logout
Page 725
ACD_logout
Page 726
ACD_logout
Page 727
ACD_logout
Page 728
ACD_logout
Page 729
ACD_logout
Page 730
ACD_logout
Page 731
ACD_logout
Page 732
ACD_logout
Page 733
ACD_logout
Page 734
ACD_logout
Page 735
ACD_logout
Page 736
ACD_logout
Page 737
ACD_logout
Page 738
ACD_logout
Page 739
ACD_logout
Page 740
ACD_logout
Page 741
ACD_logout
Page 742
9997
Project Name: Author : Reviewed By : ACD---9997 Executed Date: Creation Date: Reviewed Date:
TC_ID
Pre-Condition
Description
ACD
1 Dial 9997 from Soft Phone or IP Phone 1 or IP Phone 2
Agent Login/logout
2 3 4 5 6 7 8 Agent is not logged-in as ACD agent Agent is already logged-in as ACD agent After Dialing 9997 Press 1 for Agent Login Enter the Agents Extension Enter the Agents Password Enter Invalid Password Enter other accounts Extension and Password Press 1 to login the Agent Press 1 to login the Agent
Agent is not a part of any ACD group Press 1 to login the Agent Agent is already logged-in as ACD agent Agent is not logged-in as ACD agent Press 2 to login the Agent
10 11
Supervisor Login
12 13 14 15 After Dialing 9997 Press 2 for Supervisor Login Enter the Supervisor's Extension Enter the Supervisor's Password Enter Invalid Password
Page 743
9997
16 17 After logging in as supervisor Enter other accounts Extension and Password Enter the Agents Extension to monitor
18
Enter the Agents Group Code
19 20
Enter the Invalid Group Code Enter the valid group code, for which you are not a supervisor
Supervisor Monitoring- option 1

21 After logging in as supervisor for a group Silent mode enabled on dashboard Silent mode disabled on Dashboard No active call to monitor Press 1 for Supervisor Monitoring
22 23 24
Press 1 for Silent mode Press 1 for Silent mode Press 1 for Silent mode
25
Whisper mode enabled on dashboard Press 2 for Whisper mode
26 27
Whisper mode disabled on Dashboard No active call to monitor
Press 2 for Whisper mode Press 2 for Whisper mode
28
Barge-in mode enabled on dashboard Press 3 for Barge-in mode
29 30 31
Barge-in mode disabled on Dashboard No active call to monitor
Press 3 for Barge-in mode Press 3 for Barge-in mode Press any invalid option (other than 1,2,3,4,6)
Supervisor Recording- option 2
Page 744
9997
32 33 34 35 36 37 38 39 40 41 42 43 There is no active call Under Enabling Recording Under Enabling Recording There is no active call Under Enabling Recording Recording privilege Disable from Dashboard Recording privilege enabled from Dashboard Press 2 for Supervisor Recording Press 2 for Supervisor Recording Press 1 for Enabling Recording Press 2 for Disabling Recording Press 1 for Ad-hoc Press 1 for Ad-hoc Press 2 for Random Enter the ratio using * as ratio symbol Enter an invalid ratio using * as ratio symbol Enter an ratio using # as ratio symbol Press 2 for Random Press 3 for Static
44
Try to stop the recording for an active Recording should get stopped and call 9997 call should hang up
Supervisor option 3 for both

45 Recording privilege and supervisor privilege disabled from Dashboard Recording privilege enabled and supervisor privilege disabled from Dashboard Recording privilege disabled and supervisor privilege enabled from Dashboard Recording privilege and supervisor privilege enabled from Dashboard Press 3 for both monitoring and recording Press 3 for both monitoring and recording Press 3 for both monitoring and recording Press 3 for both monitoring and recording
46
47
48
Supervisor option 4 for Agent Login
Page 745
9997
49 After logging in as supervisor for a group and Agent is not logged-in as ACD agent After logging in as supervisor for a group and Agent is already logged-in as ACD agent Press 4 for Agent Login
50
Press 4 for Agent Login
Supervisor option 5 for Agent Logout

51 52 Agent is already logged-in as ACD agent Agent is not logged-in as ACD agent Press 5 to logout the Agent Press 5 to logout the Agent
Page 746
9997
Test Data
Expected Result
Actual Result
ACD 9997 TREE

IVR should announce- Welcome to ACD manager, press 1 to Agent Login 2 to Supervisor Login Same as Expected
IVR should Prompt for Agents Extension IVR should Prompt for Agents Password IVR should announce- press 1 to Login and press 2 to logout IVR should announce- Login Incorrect IVR should announce- Login Incorrect IVR should announce- Agent Logged in IVR should announce- You are already Logged in IVR should announce- Sorry we cannot log you in as you are not part of any ACD group, please contact your system administrator IVR should announce- Agent Logged out IVR should announce- sorry we cannot log you out, as you are not logged in
Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected
Same as Expected
IVR should Prompt for Supervisor's Extension IVR should Prompt for Password IVR should Prompt for Agents Extension to Monitor IVR should announce- Login Incorrect
Same as Expected Same as Expected Same as Expected Same as Expected
Page 747
9997
IVR should announce- Login Incorrect IVR should Prompt for Agents Group Code IVR should announce- press 1 to Monitoring, 2 to Recording, 3 for both, 4 for Agent Login, 5 for Agent Logout IVR should announce- You are not a supervisor for the group IVR should announce- You are not a supervisor for the group IVR should announce- Press 1 for silent mode, press 2 for Whisper mode, press 3 for Barge-in mode The supervisor should be connected for the active call, and able to monitor silently IVR should announce- Sorry you do not have supervisor privilege IVR should announce- Sorry there is no active call to monitor / no agent available The supervisor should be connected for the active call, a low tone frequency is should be played on agents side and supervisor should be able to monitor and whisper in agents ear only and there should be no sound for customer IVR should announce- Sorry you do not have supervisor privilege IVR should announce- Sorry there is no active call to monitor / no agent available The supervisor should be connected for the active call, an announcement file played for both agent and customer side and supervisor should be able to monitor and talk with both the agent and customer, like a 3 way conference IVR should announce- Sorry you do not have supervisor privilege IVR should announce- Sorry there is no active call to monitor / no agent available IVR should announce- invalid option Same as Expected Same as Expected
Same as Expected
Same as Expected
Same as Expected Same as Expected Same as Expected
Same as Expected
Same as Expected
Page 748
9997
IVR should announce- Sorry you do not have supervisor privilege IVR should announce- Press 1 to Enable Recording and 2 to disable Recording IVR should Prompt for press 1 for Ad-hoc, 2 for Random, 3 for Static IVR should announce- Recording disabled IVR should announce- Recording enabled IVR should announce- there is no agent available IVR should Prompt for Ratio of call, with * as ratio symbol IVR should announce- Recording enabled IVR should announce- invalid ratio IVR should announce- invalid ratio IVR should Prompt for Ratio of call, with * as ratio symbol IVR should announce- Recording enabled<<Test cases to be reviewed>> The recording which is going on for the active call should be stopped Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected
Same as Expected
IVR should announce- Sorry you do not have supervisor privilege IVR should announce- Sorry you do not have supervisor privilege IVR should announce- Sorry you do not have supervisor privilege Ad-hoc call recording started and IVR should announce- Press 1 for silent mode, press 2 for Whisper mode, press 3 for Barge-in mode
Same as Expected
Same as Expected
Same as Expected
Same as Expected
Page 749
9997
IVR should announce- Agent Logged in Same as Expected
IVR should announce- You are already Logged in
Same as Expected
IVR should announce- Agent Logged out IVR should announce- sorry we cannot log you out, as you are not logged in
Page 750
9997
Status
Remarks
Bug ID
Pass
Pass Pass Pass Pass Pass Pass Pass
Pass
Pass Pass
Pass Pass Pass Pass
Page 751
9997
Pass Pass
Pass
Pass Pass
Pass
Pass Pass Pass
Pass
Pass Pass
Pass
Pass Pass Pass
Page 752
9997
Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass If we hang up the call when the IVR[ call recording is disabled for....] is being played,ACD server is crashing
Pass
7107
Fixed
Pass
Pass
Pass
Pass
Page 753
9997
Pass
Pass
Pass Pass
Page 754
ACD_CallTypes
Project Name: Author : Reviewed By : ACD Server
TC_ID
Pre-Condition
User A Call is on Mediaserver1 or Other Available Media servers
Description
Different Calls Routing to ACD Server

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 Set Routing Plan to ACD DID Set Routing Plan to SIP:ACD DID Set Routing Plan to IVR+ACD group Set a ACD group in PBX Set Routing Plan to ACD DID Set Routing Plan to SIP:ACD DID Set Routing Plan to IVR+ACD group Dial in ACD DID Dial in IVR+ACD Group Dial in IVR+Ext Dial in IVR+Ext Dial in IVR+Ext Dial in IVR+Ext + Transfer to IVR+ACD Group Dial in IVR+Ext + Transfer to ACD DID Dial in IVR+Ext + Caller Transferring to ACD DID 111/611 calls Routed to ACD Group Right Click to Support. Routed to ACD Group Dial in Ext+Ext Dial in Ext+Ext Dial in Ext+Ext Dial in Ext+Ext + Transfer to IVR+ACD Group Dial in Ext+Ext + Transfer to ACD DID
ACD General Test Cases

16 17 18 19 20 Call to IVR **operator** and Operator as User, in his routing plan put ACD DID Call to IVR **operator** and Operator as User, in his routing plan put SIP: ACD DID Call to IVR **Operator** and Operator as Group, In Group user routing plan put sip:ACDDID Call to IVR enter ACD Ext Call to IVR , enter ACD EXT, but the ACD Group is in Disaster with PSTN number
Page 755
ACD_CallTypes
21 22 23 24 25 26 27 28 29 30 Call to 611 Call should reach to the Support, and in this routing plan put ACD DID of another account Call to 611 call should reach to the support, and in his routing plan put ACD DID of another account, no one is logged in Call to 111 Call should reach to the Support, and in this routing plan put ACD DID of another account Call to 111 call should reach to the support, and in his routing plan put ACD DID of another account, no one is logged in Call to user Ext From other account, in his routing plan put sip ACD DID of other Account user Call to IVR From other Account press User Ext, in his routing plan put ACD DID Call to IVR from other Account press user Ext, accept the call and transfer to ACD DID Call to IVR From other Account **operator** Group, in group User routing plan put Sip ACD DID Call to IVR From other Account **operator** Group, in Group User Routing plan put another user DID and here put ACD DID Call from PSTN to User DID, in his routing plan put ACD DID --> Agent is appearing on Different Router. Call to IVR from Soft Phone --> using **Operator** --> default --> Operator will get a call -> reject the call --> press ext for the ACD Group --> If no agents Call should go to Empty queue Over Flow. -> Voice Mail or DID or PSTN number.
31
ACD Calling from PSTN

32 33 34 35 36 37 38 39 40 41 42 Call to IVR + 9997 Call to ACD DID from PSTN, ACD DID in disaster with INTE number Call to ACD DID from PSTN ACD DID in disaster with PSTN number Call to ACD DID from PSTN ACD DID in disaster with DID number Call to ACD DID from PSTN, ACD DID in Disaster with invalid number Call to ACD DID from PSTN, System wise Disaster is enabled and PSTN number in Disaster Call to IVR from PSTN **operator** and Operator as User, in his routing plan put SIP: ACD DID Call to IVR from PSTN **Operator** and Operator as Group, In Group user routing plan put sip:ACDDID Call to IVR from PSTN enter ACD Ext Call to IVR from PSTN, enter ACD EXT, but the ACD Group is in Disaster with PSTN number Call to IVR number from PSTN, enter ACD Ext, With Two Max waiting Calls
Page 756
ACD_CallTypes
43 44 45 Call to IVR number from PSTN, enter ACD Ext, Agent Accept the call, Transfer #1# to Ext Call to IVR number from PSTN, enter ACD Ext, agent Accept the call, Transfer #2# ext Call to IVR number from PSTN, enter ACD Ext, agent Accept the call, Transfer #2# ext, If the User is not having Voice mail Enables Max waiting calls are 2 and wrap up time is 20 secs, and if no agents are logged on ACD Queue, Empty Queue Overflow is Another user DID. Call from IVR + ext Call to IVR number and press ACD + ext, if agent accept the call Call to IVR number and press ACD + ext, if agent accept the call and forward the call to Ext Call to IVR number and press ACD + Ext, if agents are not accepting the call Call to IVR number and press ACD + Ext, if agents are not accepting the call up to 5 mins Call to IVR number and press ACD Group Ext, agent accept the call and put on HOLD Call to IVR number and press ACD Group Ext, agent accept the call and put on HOLD, and use Dynamic upload the agents who are accept the call, should appear in the live monitor the agents who are Waiting in the Queue, should appear in the live monitor Call to ACD DID agent accept the call and Transfer #1# ext, in his routing plan put Sip:user id Call to ACD DID agent accept the call and Transfer #1# ext, in his routing plan put INTE number Call to other Account User DID. Call to other Account user DID, in routing plan put other account ACD DID Call to other account user DID in his routing plan put other Account ACD DID, This DID in disaster with PSTN number Call to IVR From other Account **operator** Group, in group User routing plan put Sip ACD DID Call to IVR From other Account **operator** Group, in Group User Routing plan put another user DID and here put ACD DID Call to ACD DID From PSTN, Agent is in Disaster with PSTN number Call to ACD DID from Worksmart, agent is in Disaster with INTE number Call to IVR + ACD ext from Worksmart, agent is in Disaster with INTE number
46 47 48 49 50 51 52 53 54 55 56 57 58 59 60
61
62 63 64
Page 757
ACD_CallTypes
65 Call to IVR + ACD ext from PSTN agent is in Disaster with PSTN number
ACD 9997 Tree

66 Dial 9997 from Soft Phone or IP Phone 1 or IP Phone 2
Agent Login
67 68 69 70 71 72 73 Agent is not logged-in as ACD agent Agent is already logged-in as ACD agent Agent is not a part of any ACD group Agent is already logged-in as ACD agent Agent is not logged-in as ACD agent After Dialing 9997 After Dialing 9997 Press 1 for Agent Login Enter the Agents Extension Enter the Agents Password Enter Invalid Password Enter other accounts Extension and Password Press 1 to login the Agent Press 1 to login the Agent
74
Press 1 to login the Agent
75 76
Press 2 to login the Agent Press 2 to login the Agent
Supervisor Login
77 78 79 80 81 82 83 84 85 After logging in as supervisor Press 2 for Supervisor Login Enter the Supervisors Extension Enter the Supervisors Password Enter Invalid Password Enter other accounts Extension and Password Enter the Agents Extension to monitor Enter the Agents Group Code Enter the Invalid Group Code Enter the valid group code, for which you are not a supervisor
Supervisor Monitoring- option 1

86 After logging in as supervisor for a group Press 1 for Supervisor Monitoring
Page 758
ACD_CallTypes
87 88 89 Silent mode enabled on dashboard Silent mode disabled on Dashboard No active call to monitor Press 1 for Silent mode Press 1 for Silent mode Press 1 for Silent mode
90
Whisper mode enabled on dashboard
Press 2 for Whisper mode
91 92
Whisper mode disabled on Dashboard No active call to monitor
Press 2 for Whisper mode Press 2 for Whisper mode
93
Barge-in mode enabled on dashboard
Press 3 for Barge-in mode
94 95 96 97 98 99 100 101 102 103 104 105 106 107 108
Barge-in mode disabled on Dashboard No active call to monitor
Press 3 for Barge-in mode Press 3 for Barge-in mode Press any invalid option (other than 1,2,3)
Supervisor Recording- option 2

Recording privilege Disable from Dashboard Recording privilege enabled from Dashboard Press 2 for Supervisor Recording Press 2 for Supervisor Recording Press 1 for Enabling Recording Press 2 for Disabling Recording Under Enabling Recording There is no active call Under Enabling Recording Press 1 for Ad-hoc Press 1 for Ad-hoc Press 2 for Random Enter the ratio using * as ratio symbol Enter an invalid ratio using * as ratio symbol Enter an ratio using # as ratio symbol There is no active call Under Enabling Recording Press 2 for Random Press 3 for Static
Page 759
ACD_CallTypes
Supervisor option 3 for both
109 Recording privilege and supervisor privilege disabled from Dashboard Recording privilege enabled and supervisor privilege disabled from Dashboard Recording privilege disabled and supervisor privilege enabled from Dashboard Recording privilege and supervisor privilege enabled from Dashboard After choosing option 3 for both recording and supervising After logging in as supervisor for a group and Agent is not logged-in as ACD agent After logging in as supervisor for a group and Agent is already logged-in as ACD agent Agent is already logged-in as ACD agent Agent is not logged-in as ACD agent Press 3 for both monitoring and recording
110
Press 3 for both monitoring and recording
111
112
113
<<Test cases Monitoring 1 for silent, 2 for Whisper and 3 for Barge-in to be executed>>

114 Press 4 for Agent Login
115
Press 4 for Agent Login

116 117 Press 5 to logout the Agent Press 5 to logout the Agent
Dashboard Test Cases- ACD preferences MASK

118 119 120 121 122 123 Click on ACD Preference Tab-> MASK link Check the List box, ACD group Check the List box, Greeting messages Select the Radio button set mask by date Select the Radio button set mask by day Check the timezone list box
Page 760
ACD_CallTypes
124 Setting up a mask-> Select the ACD group, select the greeting, select the timezone, select the mask time period, check the recurring if required and click create mask Try calling the ACD group when mask is active Delete the Mask Try calling the ACD group when mask is deleted or inactive
125 126 127
Page 761
ACD_CallTypes
Creation Date: Reviewed Date
Test Data
Expected Result
Actual Result
Status (Pass/Fail)
Calls should route to ACD group Calls should route to ACD group Call should go to IVR, and then to ACD group from user's routing plan Call should go to IVR, and then to ACD group from user's routing plan Call should go to IVR, and then to IVR and then to ACD group from user's routing plan Calls should route to ACD group after Transfer Calls should route to ACD group after Transfer Calls should route to ACD group after Transfer Calls should route to ACD group for support buddy Calls should route to ACD group for support buddy Call should go to ACD group from user's routing plan Call should go to ACD group from user's routing plan Call should go to ACD group from user's routing plan Calls should route to ACD group after Transfer Calls should route to ACD group after Transfer
Call should reach to the ACD DID Call should reach to the ACD DID Call should reach to the ACD DID Call should reach to the ACD Group Call should reach to the PSTN number
Page 762
ACD_CallTypes
call should reach to the ACD DID Call should go to the Queue timeout overflow call should reach to the ACD DID Call should go to the Queue timeout overflow Call should go to the ACD DID Call should come to ACD DID Call should reach to the ACD DID Call should reach to the ACD DID Call should reach to the ACD DID Call should come to the ACD DID
Call should go to any one of the option
Agent should Login and logout Call should reach to the INTE number Call should reach to the INTE Number Call should reach to the DID number, and should follow the All the options with that DID Call should disconnect Call should reach to the PSTN number Call should reach to the ACD DID Call should reach to the ACD DID Call should reach to the ACD Group Call should reach to the PSTN number Call should reach to the ACD DID. And if third call comes call should go to the Queue Over flow
Page 763
ACD_CallTypes
call should reach to the ACD DID and the call should transfer to the Ext Call should go to the Voice mail of that ext Call should reach to the ACD Group, after Transfer Call should disconnect Call should reach to The Empty Queue Over Flow DID. Announcement file should play Forwards should not work in ACD Call should go to the Queue timeout Call should go to Queue timeout over flow, after 5 mins Caller should get the MOH Caller should get MOH and should get changing Music files Should appear in the Live monitor in Active calls screen Should appear in the Live monitor in Waiting calls section Call should not come to that user Call should reach to the International Number Call should come to the User Call should come to that ACD DID Call should reach to the PSTN number Call should reach to the ACD DID
Call should reach to the ACD DID
Call should not reach to Disaster number Call should not reach to Disaster number Call should not reach to Disaster number
Page 764
ACD_CallTypes
Call should not reach to Disaster number
IVR should announce- Welcome to ACD manager, press 1 to Agent Login 2 to Supervisor Login IVR should Prompt for Agents Extension IVR should Prompt for Agents Password IVR should announce- press 1 to Login and press 2 to logout IVR should announce- Login Incorrect IVR should announce- Login Incorrect IVR should announce- Agent Logged in IVR should announce- You are already Logged in IVR should announce- Sorry we cannot log you in as you are not part of any ACD group, please contact your system administrator IVR should announce- Agent Logged out IVR should announce- sorry we cannot log you out, as you are not logged in IVR should Prompt for Supervisor's Extension IVR should Prompt for Password IVR should Prompt for Agents Extension to Monitor IVR should announce- Login Incorrect IVR should announce- Login Incorrect IVR should Prompt for Agents Group Code IVR should announce- press 1 to Monitoring, 2 to Recording, 3 for both, 4 for Agent Login, 5 for Agent Logout IVR should announce- You are not a supervisor for the group IVR should announce- You are not a supervisor for the group IVR should announce- Press 1 for silent mode, press 2 for Whisper mode, press 3 for Barge-in mode
Page 765
ACD_CallTypes
The supervisor should be connected for the active call, and able to monitor silently IVR should announce- Sorry you do not have supervisor privilege IVR should announce- Sorry there is no active call to monitor / no agent available The supervisor should be connected for the active call, a low tone frequency is should be played on agents side and supervisor should be able to monitor and whisper in agents ear only and there should be no sound for customer IVR should announce- Sorry you do not have supervisor privilege IVR should announce- Sorry there is no active call to monitor / no agent available The supervisor should be connected for the active call, an announcement file played for both agent and customer side and supervisor should be able to monitor and talk with both the agent and customer, like a 3 way conference IVR should announce- Sorry you do not have supervisor privilege IVR should announce- Sorry there is no active call to monitor / no agent available IVR should announce- invalid option IVR should announce- Sorry you do not have supervisor privilege IVR should announce- Press 1 to Enable Recording and 2 to disable Recording IVR should Prompt for press 1 for Ad-hoc, 2 for Random, 3 for Static IVR should announce- Recording disabled IVR should announce- Recording enabled IVR should announce- there is no agent available IVR should Prompt for Ratio of call, with * as ratio symbol IVR should announce- Recording enabled IVR should announce- invalid ratio IVR should announce- invalid ratio IVR should Prompt for Ratio of call, with * as ratio symbol IVR should announce- Recording enabled<<Test cases to be reviewed>>
Page 766
ACD_CallTypes
IVR should announce- Sorry you do not have supervisor privilege IVR should announce- Sorry you do not have supervisor privilege IVR should announce- Sorry you do not have supervisor privilege Ad-hoc call recording started and IVR should announce- Press 1 for silent mode, press 2 for Whisper mode, press 3 for Barge-in mode
IVR should announce- Agent Logged in
IVR should announce- You are already Logged in
IVR should announce- Agent Logged out IVR should announce- sorry we cannot log you out, as you are not logged in
The page should be routed to MASK settings page It should display only the ACD groups, other groups should not be visible It should display all the greetings available for the account, except **operator and default greeting It should display the mask time period(dates and time) It should display the list box select weekday with all the seven days of week It should display the default PST/PDT timezone
Page 767
ACD_CallTypes
The mask should be created for the group and should be shown under Active mask if date is current date or else should be displayed under Inactive mask The call should not go follow ACD, it should play only the greeting set, and goes to empty queue overflow The mask should be deleted The call should follow ACD irrespective of Mask greetings
Page 768
ACD_CallTypes
Remarks
Page 769
ACD_CallTypes
Page 770
ACD_CallTypes
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ACD_CallTypes
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Page 839
ACD_Transfers
Project Name: Author : Reviewed By : TC_ID
Pre Condition
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20
21 22 23 24 25 26 27 28 29 30
31
Page 840
ACD_Transfers
32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67
Page 841
ACD_Transfers
68 69 70 71 72 73 74 75 76 77 78 79 80
81 82 83 84 85 86 87 88 89 90
91 92 93 94 95 96 97 98 99 100 101 102
Page 842
ACD_Transfers
103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120
Page 843
ACD_Transfers
Description
Description Transfer Type
PSTN ACD DID Agent accepted the call
WARM Blind #1# #2# WARM Blind #1# WARM Blind #1#
PSTN IVR + ACD Group Agent accept the call
PSTN IVR + Group / Ext(routing plan ACD DID, Agent accepts the call)
PSTN IVR + Group / Ext(routing plan SIP: ACD DID@, Agent accepts the call
WARM
Page 844
ACD_Transfers
Blind #1# #2# WARM Blind #1# WARM Blind #1# PSTN DID(routing plan ACD DID, agent accepts the call) WARM Blind #1# #2# WARM Blind #1# WARM Blind #1# PSTN IVR + EXT(routing plan ACD DID, Agent accept the call) WARM Blind #1# #2# WARM Blind #1# WARM Blind #1# World Smart ACD DID Agent accepted the call WARM Blind #1# #2# WARM Blind #1#
Page 845
ACD_Transfers
WARM Blind #1# World Smart IVR + ACD Group Agent accept the call WARM Blind #1# #2# WARM Blind #1# WARM Blind #1# World Smart IVR + Group / Ext(routing plan ACD DID, Agent accepts the call)
World Smart IVR + Group / Ext(routing plan SIP: ACD DID@, Agent accepts the call
World Smart DID(routing plan ACD DID, agent accepts the call)
WARM Blind
Page 846
ACD_Transfers
#1# #2# WARM Blind #1# WARM Blind #1# World Smart IVR + EXT(routing plan ACD DID, Agent accept the call) WARM Blind #1# #2# WARM Blind #1# WARM Blind #1#
Page 847
ACD_Transfers
Status Transfer to Ext Ext Ext Ext DID DID DID PSTN PSTN PSTN Ext Ext Ext Ext DID DID DID PSTN PSTN PSTN Ext Ext Ext Ext DID DID DID PSTN PSTN PSTN Ext Transfer(Pass / Fail)
MOH Dynamic MOH Caller ID Voice
Page 848
ACD_Transfers
Ext Ext Ext DID DID DID PSTN PSTN PSTN Ext Ext Ext Ext DID DID DID PSTN PSTN PSTN Ext Ext Ext Ext DID DID DID PSTN PSTN PSTN Ext Ext Ext Ext DID DID DID
Page 849
ACD_Transfers
PSTN PSTN PSTN Ext Ext Ext Ext DID DID DID PSTN PSTN PSTN Ext Ext Ext Ext DID DID DID PSTN PSTN PSTN Ext Ext Ext Ext DID DID DID PSTN PSTN PSTN Ext Ext
Page 850
ACD_Transfers
Ext Ext DID DID DID PSTN PSTN PSTN Ext Ext Ext Ext DID DID DID PSTN PSTN PSTN
Page 851
ACD_Transfers
Remark
Page 852
ACD_Transfers
Page 853
ACD_Transfers
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Page 961
ACD Web Live Monitor

Proj ACD Web Live Monitor Executed Date: ect Aut Creation Date: hor Rev Reviewed Date: iew TC_ Pre-Condition Scenario ID Precondition: i. Create a New ACD Group and add two agents to it Agent A Logged out Agent B Logged out ii. Open Web ACD Web Live Monitor a. IM->Start Menu->Click on Start ACD Web Live Monitor b. Login to User Personal Dashboard->Click on ACD Web Live Monitor
INTERFACE
1
Add an existing agent who is logged to an existing group
Remove a logged in agent (who is part of more than one group) from the ACD group Add an agent to three groups and make that agent as moderator of any group Add a agent(who is not logged onto ACD server) to an ACD group
If ACD server is restarted
Refresh the ACD Web Live Monitor ACD Web Live Monitor server should be stopped
Page 962

9 Open two ACD Web Live Monitor's on two different systems (one from the agent's IM client and another from the agent's dashboard) Number of calls should exceed 4 digit number Under ACD agents pane,click on the sorting icon Under ACD agents pane,click on the sorting icon Open the ACD Web Live Monitor in different browsers
10
11
12
13 PR OT 14
Open ACD Web Live Monitors of same agent on different systems Checking for the Tab All Checking for ACD Agents panel
15
16 Both the agents are Logged out
17
18 Minimize the ACD Web Live Monitor
19 Login Agent A and AgentB through 9997
20
21
22 Particular group is selected from the View all Queues list
23
24
Page 963

25
26 Add any of the logged out agent to the 27 ACD Group from Admin Dashboard-> Users Tab-> Groups->edit 28 Add a logged in Agent to more than 29 one ACD Group from users edit page by checking the check box Add an agent to more than one group 30 and make a call to any one of the ACD group Add a logged in Agent to more than 31 one ACD Group from edit page of ACD group 32 Try to Delete the Group with Logged in Agents
Editing the Group
Delete an agent from a particular group 33 [he should be part of other group(s) also ] 34 Logout the agent through 9997
35
Add a user to an ACD group and log him in
Add an ACDgroup with group name 36 reaching the maximum limit and add two agents(log them in) 37
Page 964

38
39 Logout one agent from the ACD group
Create an ACD group and add already 40 existing(logged in) agents(who are part of another group) to that group
41
42
Remove one agent from the ACDgroup which is having two agents logged in Log out the agents from any ACDgroup and try to delete the group
43
44
Goto any user(who who belongs to one ACD group) Edit page
Goto Edit page of any agent who is part 45 of another ACD group and check any ACD group which he doesn't belong to
46
Deleting an agent from an ACD group when he is on call
Deleting an agent from an ACD group [ 47 by unchecking through agent's Edit page ] when he is on call
48
Make a call to ACD group and hang up the call when the agents are ringing
49 Make a call to ACD group
Agent Log off
Page 965

Set Auto Logout settings for an agent 50 and make a call to the group to which that agent belongs to EDITING THE SERVICE PLAN Select a user(having seat type that 51 doesn't include ACD feature) and purchase add-on for ACD feature Select a user(having seat type that doesn't include ACD feature),select 52 another user (having seat type that include ACD feature) Goto Edit page of a user(having seat that doesn't include ACD feature) and 53 change to seat type which includes ACD feature 54
55
Enable Random/Static mode to an agent
56 NON-SAAS
MONITORING MODES
Checking for supervisory Make sure that no supervisory mode is modes in Dashboard 57 enabled in Dashboard for supervisor Waiting calls,Active calls in ACD Web Live Monitor 58
59
60 Make two Inbound ACD Call one after the other
61
62
Page 966

63
64
65
66
67 Make sure that few calls should be present in both waiting and active calls If any calls got stuck under Waiting calls or Active calls
68
69
70
71
72
73
74
75
76 Make sure that no supervisory mode or Checking for supervisor 77 Recording mode is enabled in options from Dashboard Dashboard 78 Select silent mode (only) for the supervisor from Dashboard
Page 967

79 Un check the silent mode and check whisper mode for supervisor Un check the whisper mode and check Barge in mode for supervisor Checking for I Monotoning ACD calls on ACD Web Live Monitor ii 3Pcc
80
81
Enable all the supervisory 82 modes(Silent, Whisper and Barge-in) for supervisor on Dashboard 83
84
85
86
87
88
89
90 Monitoring call accepted on soft phone
91
92
93
Page 968

94 Checking for changing monitoring modes Dynamically for the active call
95
96
97
98 Monitoring through IP phones
99
100
101
102
103
104
105
106 After selecting any Monitor the call through supervisor with mode,put the call of any mode supervisor on HOLD After selecting any Monitor the call through supervisor with mode,put the call of agent any mode on HOLD
107
108
Page 969

109 After selecting any Monitor the call through supervisor with mode,put the call of caller any mode on HOLD From Agent try to do transfer like #1# Extn From Agent try to do transfer like #2# Extn From Agent try to do transfer like blind to Extn From Agent try to do transfer like Warm transfer to Extn Make a call to that ACD group
110 Put the supervisor on HOLD
114
Add an three agents to an ACD group and make two of them as supervisors
115
Add an three agents to an ACD group and make two of them as supervisors
Make a call to that ACD group
116
Stoping the active monitoring of one supervisor by another supervisor
Monitor an active call through one supervisor
117 Add four agents to an ACD group and make one of them as supervisor Make three calls to that ACD group Make a call to an ACD group
118
119
120 Make few calls to ACD group
121
Make a call to ACD group and agent accepts the call
Checking for 3Pcc
122
Checking for IP phone 1
Page 970

123
124
125 Make a call to ACD group and agent accept the call
126
Checking for IP phone 2
127
128
129
130
131
RECORDING MODES
132 Recording mode is disabled for supervisor on Dashboard Enable only Recording mode for supervisor on Dashboard Checking for Recording Modes for supervisor from Dashboard
133
134
135
136
137
Page 971

138
139
140
141
142 Checking for changing Recording modes Dynamically
143
144
145
146
147
148
149
150
151 Enter the ratio for Random so that it 152 should not be equal ratio ( enter the ratio like 2:8 , 3:10... ) Make a call to an ACD group and accept the call on agent
Page 972

153 Make sure that the Random Recording is enabled with 3:5 ratio of recording Make sure that the Random Recording is enabled with 5:5 ratio of recording Make sure that the Random Recording is enabled with 3:5 ratio of recording
154
155
156
157
158
159
160
161
162
163
164
165
Random Recording is enabled for the active call
166
167
Page 973

168
169
170 Make 11 calls to that ACD group agent (who has the enabled ratio)
171 Enable random recording for 10:10 Make sure that the static Recording is enabled
172
173
174
Make sure that the static Recording is enabled
175
176
177
178
179
180
Enable static recording for specified time
Make few calls in that time
181
Page 974

182 Make a call to an ACD group
183
Change the recording mode of an agent from Random to Static or Static to Random for 2 or 3 times Agent should be enabled with Random/Static recording
184
185 Dynamic update of recording modes
Make a call to an ACD group
Enable both Recording and monitoring options on Dashboard For an ACD group add two agents and Make an ACD call to the make one of them as supervisor. 186 group to which that Disable the Recording option for the supervisor belongs to Supervisor on Admin dashboard. 187 Register IP Phone 1 of the supervisor on two phones
188
189 Make an ACD call ->Open Agent A's 190 ACD Web Live Monitor and start recording the active call 191
Page 975

18th Aug,2009
Description
Test Data
Expected Result
itor Web Live Monitor
INTERFACE
On ACD Web Live Monitor,check for the agents 'Login Since 'time Login Since time should be displayed as DD:hh:mm:seconds Login Since for that agent should be shown as the time when he is added to the group but not when he is logged into the ACD server Login Since for that agent in all other groups should not be disturbed
Check for the Agent Login Since time
Check for the Login Since of that agent in ACD Web Live Monitor
Check for the Login Since of that agent After adding the agent,log in that agent using 9997 and Check for the Login Since of that agent in ACD Web Live Monitor
Login Since of that agent should be displayed according to the group added time
Login Since for that agent should start from 00:00:00:00 Login Since for that agent should be shown from the time ACD server was restarted(ex:if agent login is at 5:00 and ACD server is restarted at 5:30,after the server restarts,the Login Since should be shown from 5:30 onwards It should not take much CPU usage The drop down selected should not be seen on ACD Web Live Monitor after the restart
Check for the Agent Login Since time
Check for CPU usage Select any drop down and leave it until the ACD Web Live Monitor is restarted
Page 976

Check for an agent's Login Since time in both the ACD Web Live Monitor's Check for the calls in ACD Web Live Monitor Click on the sorting icon of Agent Name Login Since of that agent should be shown same [according to the ACD server login] in both the ACD Web Live Monitor's Everything should be as Expected and nothing should be overlapped. All the agents should be displayed in sorted order All the Queue's should be displayed in sorted order All the functionalities should work as expected
Click on the sorting icon of Queue Name Check for few functionalities of ACD Web Live Monitor in all the browsers
When both of them are opened,close any one of them Click on All Tab on New ACD Web Live Monitor Check whether the ACD Agents added in the group are seen in ACD Web Live Monitor Click on View All Queues drop down list and check for the group Login in any of the agent Maximize the ACD Web Live Monitor and check for the Logged in agent Check whether the ACD Agents logged in are seen in ACD Web Live Monitor Click on View All Queues drop down list and check for the group Select the group in the View all Queues list
The one which is opened should remain and the ACD Web Live Monitor should not crash The New Web ACD Web Live Monitor should be visible in Splitter with ACD Agents, Waiting Calls and Active calls sections The ACD Agents that are logged out should not be seen in ACD Agents panel The group should not be seen in the drop down list since no agents are logged in The agent should be logged in The newly logged in agent should be seen on ACD Web Live Monitor The Logged in ACD Agents added in the ACD group should be seen in ACD Web Live Monitor in ACD Agents panel The group should be seen in the drop down list The Agents in the group that are logged in should be displayed under ACD Agents panel The agents in that group that are logged in should be seen in ACD Agents panel The names of the ACD Agents who logged in should be seen under Agent Name in ACD Agents panel
Click on ACD Agents Tab Check the Agent name under ACD Agents panel
Page 977

Check the Queue name under ACD Agents panel Check the Login time under ACD Agents panel Check whether the ACD Agents added in the group are seen in ACD Web Live Monitor Login the agent through 9997 Agents with their respective Queue name should be displayed under The ACD agents Login time time should start from zero and the login time should be according to their respective login order The Newly added agent should not seen in ACD Web Live Monitor since the agent is logged out The logged in ACD agent should be seen in ACD Web Live Monitor The agent should be part of the groups which are checked and should be visible on ACD Web Live Monitor with their respective group names The Phone icon should be shown for the agent only for that particular group but not to all the groups he belongs to The agent(who is part of selected ACD groups) should be visible on ACD Web Live Monitor with their respective group names System should alert to Logout the Agents and then delete the group The deleted agent should be removed from that particular group from ACD Web Live Monitor and should be visible on other groups The logged out agent should not be seen in any of the groups on ACD Web Live Monitor User along with the respective group name should be displayed on ACD ACD Web Live Monitor and when we try to delete the user,a pop-up should be displayed saying The user you are trying to delete is logged into the ACD,and cannot be deleted at the movement ACD group should be displayed
Check for the agent in ACD Web Live Monitor Accept the call on agent and check for the phone icon for that agent on ACD Web Live Monitor Check for the agent in ACD Web Live Monitor
Check whether the group is deleted or not
Check for the agent in that group in ACD Web Live Monitor Check for the logged out agent in ACD Web Live Monitor
Check for the user on ACD Web Live Monitor and delete the user from the account
Check for the ACDgroup in the ACD Web Live Monitor under 'Filter by Queue' Select that ACD group and check for agents
Agents who belong to that group should be displayed
Page 978

Check for the same ACDgroup agents under 'ACD agents' in ACD Web Live Monitor Agents along with their group name should be displayed on the ACD Web Live Monitor Agents who is logged out should not be seen on the ACD Web Live Monitor and ACD group along with the other agent should be seen on ACD Web Live Monitor Newly created group along with the agents should be seen on ACD Web Live Monitor(under 'Filter By Queue' and 'ACD agents'. Login time should start from the time of creating the agents in that particular group and not according to their previous login time Agent(of that particular group) should not displayed but he should be seen as an agent for other groups he belongs to. ACD group(along with its respective agents) should be deleted and should not be seen on the ACD Web Live Monitor Agent should be seen in the ACD group for which he is added (i.e checked) and should not be seen in the group for which he unchecked. Supervisor should be able to enable Recording and monitoring modes to that agent Agent should get removed from the group and supervisor should not be able to monitor or record the call of that agent Agent should get removed from the group and supervisor should not be able to monitor or record the call of that agent The call should be seen under missed calls in ACD Web Live Monitor and also in Admin dashboard [ agents page-->Missed calls--> under Queue Reports ] After logging in the agent,he should be seen under ACD agents and the phone icon should be seen beside the agent
Check for the agents and the ACD group
Check for the group and agents
Check for the login time of the agents(for the above described group) Check for the agent under 'ACD agents' in ACD Web Live Monitor Check fro the group and its respective agents in ACD Web Live Monitor Uncheck on already existing ACD group and check on other ACD group and verify the same on ACD Web Live Monitor Make three calls to that ACD group,accept the third call on agent and from supervisor try to enable the recording or monitoring modes to that agent Remove an agent from an ACD group when he is on call and check for monitoring recording modes with supervisor In agent's Edit page,uncheck the ACD group[ group for which the call is routed ] when he is on call and check for monitoring recording modes with supervisor Check for the missed call in agents page of Admin dashboard-->Queue Reports--> Agents and also in ACD Web Live Monitor Accept the call on agent and log off the agent from 9997.when he is disappeared from ACD agents pane,again log him in through 9997.Now check the agent under ACD agents(Note: Agent is still on call)
Page 979

Accept the call on agent and when the agent gets logged off in the middle of the call,try to change or enable the recording/monitoring options Supervisor should be able to enable the option for that call or the existing should be continued (discussions required)
Add that user to an ACD group and log in that user using 9997 Goto Admin dashboard-->Manage seats--> Swap the seats of both the users and add the user(who have the seat that includes ACD feature) to the ACD group and check the ACD Web Live Monitor Add that user to an ACD group and log in that user using 9997
User along with the respective group name should be displayed on ACD ACD Web Live Monitor User along with the respective group name should be displayed on ACD ACD Web Live Monitor User along with the respective group name should be displayed on ACD ACD Web Live Monitor All the changes done on dashboard should be reflected on ACD Web Live Monitor without refreshing the window After re adding the agent,the modes should not be displayed to that agent Monitoring and recording modes should work for Non-saas accounts
Check for dynamic update of all above described changes After enabling the mode to the agent, remove the agent from the group and readd him to the same group. Check the ACD Web Live Monitor regarding this Check for the monitoring and recording modes for the non-saas accounts
MONITORING MODES
Check for Supervisory Mode under ACD Agents panel Supervisory mode field should be blank in ACD Web Live Monitor
Click on agent to enable modes Check for Call Recording field under ACD Agents panel Click on agent to enable modes in ACD Web Live Monitor Calls come to ACD Group Click on Waitings Tab in ACD Web Live Monitor
Should not display options Recording Mode field should be blank in ACD Web Live Monitor The agents left click options Should not display Calls should be seen under Waiting calls in ACD Web Live Monitor The waiting call should be seen under waiting calls tab
Page 980

Check the No. of the calls Waiting calls panel Check for Caller ID under Waiting calls panel Check for Waiting since under Waiting calls panel Check for Queue Name under Waiting calls panel Place the mouse over on the Waiting call and Check for the agents who all are ringing in that ACD group Refresh the ACD Web Live Monitor After restart the ACD server,check for the stuck calls are not going off from ACD Web Live Monitor Accept any one of the waiting calls Check the No. of the calls Active The No. of calls should be seen in proper order in Waiting calls panel The called ID should be seen as set for the caller Waiting calls panel The waiting time should start from 0 mins Waiting calls panel The Queue Name should be seen properly Waiting calls panel When we place the mouse over on Waiting call,all the agents who are ringing for that particular call should be seen as a pop-up All the waiting and active calls and agent information should be carried to the ACD Web Live Monitor once it comes back After restart the ACD server,stuck calls should get removed from ACD Web Live Monitor The Answered call should disappear from Waiting Calls and should be seen under Active Calls The No. of calls should be seen in proper order in Active calls panel The accepted call should be seen under Active calls Tab The Agent who accept the the call should be seen under Agent Name in Active calls Panel The called ID should be seen as set for the caller in Active calls panel The Time should start from 0 mins in Active Call panel The respective Queue name should be displayed on which the call is active in Active Call panel No options should be displayed in ACD Web Live Monitor Recording options should be disabled and silent mode should be activated for the agent
calls
panel
Click on Active calls Tab on ACD Web Live Monitor Check the Agent Name of the calls Active
calls panel
Check the Caller ID of the calls Active
calls panel
Check the On call since of the calls Active
calls panel
Check the Queue Name of the calls Active calls panel Left Click the active call in the ACD Web Live Monitor Left Click the active call in the ACD Web Live Monitor
Page 981

Check for all the supervisory modes for supervisor on active call Check for all the supervisory modes for supervisor on active call Check for all the supervisory modes for supervisor on active call Left Click the active call in the ACD Web Live Monitor Select soft phone from Select phone drop down list on the ACD Web Live Monitor Select silent mode to supervise the active call Reject the call at supervisor's soft phone Left Click the active call in the ACD Web Live Monitor and Select silent mode again to supervise the active call Change the soft phone to IP Phone when the call is ringing Let the call go for time out All the remaining supervisory modes should be disabled except silent mode All the remaining supervisory modes should be disabled except whisper mode All the remaining supervisory modes should be disabled except Barge in mode Supervisory modes (Silent, Whisper and Barge-in)should be displayed Soft Phone should be seen on ACD Web Live Monitor and the supervisor should able to monitor the calls through soft phone The monitoring call should ring at the soft t phone of the supervisor Call should hang up and no action should be taken The monitoring call should ring at the soft t phone of the supervisor Call should ring at soft phone only The call should ring at soft phone for 3mins and then disconnect The selected mode (silent) should be seen under Supervisory mode in ACD Agents panel An IVR should play for Dynamically changing the recording modes Press 1 for silent mode press 2 for whisper press 3 for Barge in press 4 to increase volume press 6 to decrease the volume press * to exit The monitoring call should not be disturbed as the silent mode is already enabled Changed mode should be displayed beside the agent Should not allow to uncheck
Accept the call at soft phone
Check whether an IVR is played at the soft phone after accepting the call
Press 1 from supervisors soft phone to monitor the call in silent mode Left click the active call / press the options on DTMF and try to select other monitoring mode again for the same call Try to disable the silent mode
Page 982

Check for voice The supervisor should able to hear the conversation between Agent and the caller The silent mode of recording should change to whisper mode dynamically The recording mode should be updated to whisper from silent The whisper mode should be checked and the rest of the modes should be enabled All the scenarios should wok as expected The supervisor should be played an IVR whisper mode is been enabled Both the Agent and the supervisor should able to communicate with each other but not the caller with supervisor The whisper mode of recording should change to Barge in mode dynamically The agent should be played an IVR supervisor joining the call The recording mode should be updated to Barge in from whisper All the three i.e caller,Agent and the supervisor should able to communicate The Barge in mode should be checked and the rest of the modes should be enabled The Barge in mode should be dynamically changed to Silent mode and the change should be applicable where ever it should Modes should not not be changed(can be observed on ACD Web Live Monitor) either from DTMF or ACD Web Live Monitor Modes should not not be changed(can be observed on ACD Web Live Monitor) either from DTMF or ACD Web Live Monitor
Press 2 from soft phone to change to whisper mode dynamically Check whether the mode updated under ACD Web Live Monitor->ACD Agents panel>Supervisory mode check with the active call left click options Check for all the above functionalities with IP Phones that are performed for softphone Check whether the supervisor is getting any IVR after enabling the whisper mode Check for voice Press 3 from soft phone to change to Barge in mode dynamically Check whether the agent is getting any IVR after enabling the Barge-in mode Check whether the mode updated under ACD Web Live Monitor->ACD Agents panel>Supervisory mode Check for voice
check with the active call left click options Press 1 from supervisors soft phone to monitor the call in silent mode From supervisor,try to change the monitoring modes from one to another through DTMF as well as from ACD Web Live Monitor From supervisor,try to change the monitoring modes from one to another through DTMF as well as from ACD Web Live Monitor
Page 983

From supervisor,try to change the monitoring modes from one to another through DTMF as well as from ACD Web Live Monitor When the supervisor is on HOLD,try to do transfer to some Extn,after the transfer check for the supervisor When the supervisor is on HOLD,try to do transfer to some Extn,after the transfer check for the supervisor When the supervisor is on HOLD,try to do transfer to some Extn,after the transfer check for the supervisor When the supervisor is on HOLD,try to do transfer to some Extn,after the transfer check for the supervisor Accept the call on agent and monitor the call from one supervisor(ACD Web Live Monitor) and after sometime try to monitor the same call from another supervisor(ACD Web Live Monitor) Accept the call on agent and monitor the call from one supervisor(ACD Web Live Monitor) and after sometime try to monitor the same call from another supervisor(through 9997) Stop the active monitoring by another supervisor through 9997 or DTMF Enable the monitoring for the same call from the supervisor who stopped the existing monitoring Accept the call on the agents and try to monitor all the calls from at a time supervisor Accept the call on agent and from supervisor monitor the call. At this time disable the monitoring options for the supervisor from Admin dashboard Accept the calls on agents and try to monitor the calls from supervisor Select IP phone 1 on ACD Web Live Monitor to monitor the call Try to monitor the active call in whisper mode by left click and select the whisper mode Modes should not not be changed(can be observed on ACD Web Live Monitor) either from DTMF or ACD Web Live Monitor As soon as transfer is done,supervisor should get disconnected. As soon as transfer is done,supervisor should get disconnected. Caller should be able to leave a voicemail As soon as transfer is done,supervisor should get disconnected. As soon as transfer is done,supervisor should get disconnected. The first supervisor should be able to monitor the call but the second one should be prompted that he cannot monitor the call and if he wants to monitor,he should stop the existing monitoring The first supervisor should be able to monitor the call but the second one should be prompted that he cannot monitor the call and if he wants to monitor,he should stop the existing monitoring Monitoring should stop and the respective mode should disappear beside the agent in the ACD Web Live Monitor Supervisor should be able to monitor the call Supervisor should be able to monitor all the three calls Supervisor should not get the monitoring options for that call and already existing monitoring should continue supervisor should be able to monitor the call one after the other The select phone should set to IP Phone1 on ACD Web Live Monitor The monitoring call ring at IP1 of the supervisor
Page 984

Check whether the supervisor is getting any IVR after enabling the whisper mode Check whether the agent is getting any IVR after enabling the whisper mode Check for voice Select IP phone 2 on ACD Web Live Monitor to monitor the call Try to monitor the active call in Barge in mode by left click and select the Barge in mode Check whether the supervisor is getting any IVR after enabling the Barge in mode Check whether the agent is getting any IVR after enabling the Barge in mode Check whether the caller is getting any IVR after enabling the Barge in mode Check for voice The supervisor should be played an IVR whisper mode is been enabled The agent should be played an IVR supervisor joining the call Both the Agent and the supervisor should able to communicate with each other The select phone should set to IP Phone2 on ACD Web Live Monitor The monitoring call ring at IP2 of the supervisor The supervisor should be played an IVR Barge in mode is been enabled The agent should be played an IVR supervisor joining the call The caller should be played an IVR supervisor joining the call Caller, Agent and the supervisor should able to communicate with each other
RECORDING MODES
Left click the agents in the group in ACD Agents panel Left click the agents in the group in ACD Agents panel Enable Random/Static recording and check whether the Recording mode updated under ACD Web Live Monitor-> ACD Agents panel->Recording mode Enable Ad-Hoc recording to the active call While the Ad-Hoc recording is going on left click on the Active call and check for the recording options While the Ad-Hoc recording is going on, left click on the agent(on active call) under ACD Agents pane and check for the recording options No options should be displayed in ACD Web Live Monitor Recording options(Random,Ad-Hoc (disabled) and static) should be displayed in ACD Web Live Monitor The recording mode should be updated The Ad-Hoc recording mode should be checked and the rest of the modes should also be enabled The other two recording options should be disabled The other two recording options should be enabled
Page 985

Select any mode and enable it to the agent While the Ad-Hoc recording is going on,hang up the call from caller side. Now check for the recording(any) modes for that agent Check whether the call record is seen in Admin dashboard->Queue Reports Try to disable the Ad-Hoc recording mode by UN checking it Try to down load the call record from Admin Dashboard Left click on any of the agent of which the supervisor belongs to Select Random Recording The recording mode should be enabled to that agent and the existing Ad-Hoc recording should be continued till the end of that call supervisor should be able to enable the recording mode to that agent Call record should should be seen for the newly recording call Ad-Hoc recording mode should be disabled and call recording should be stopped Recorded call should be down loaded Recording options(Random and static) should be displayed in ACD Web Live Monitor ACD Random recording window should be opened to enter the ratio of calls to be recorded System should alert System should accept the ratio and the Adhoc recording should be stopped The active call should not be recorded The recording mode should displayed as Random The Recording Mode should be seen as Random under Recording Mode in ACD Agents panel Recorded call should be down loaded
Enter an invalid ratio Enter a valid ratio of call to be recorded and click on OK Check whether the active call is recorded in Random Check whether the recording mode(Random) enabled is displayed under recording modes in ACD Agents panel Disconnect the active call and check for the Recording mode on ACD Web Live Monitor Try to down load the call record from Admin Dashboard Enable random recording in full screen mode If the answered call is not being recorded with Random (according to the ratio),then enable Ad-Hoc recording by left clicking on the active call
Random recording should be enabled
Ad-Hoc recording should be enabled to the agent for that call
Page 986

Hang up the above described call and check for the word Random beside the agent Try to change the recording mode from Random to any other mode before the selected ratio expires Make five ACD inbound calls to the ACD Group Check for the recording mode in ACD Web Live Monitor after accepting the 1st call Check for the recording mode in ACD Web Live Monitor after accepting the 2st call Check for the recording mode in ACD Web Live Monitor after accepting the 3st call Check for the recording mode in ACD Web Live Monitor after accepting the 4st call Check for the recording mode in ACD Web Live Monitor after accepting the 5st call Check the no. of call recorded out of the above five calls in Admin Dashboard Check for the recording mode in ACD Web Live Monitor after accepting the 6st call While recording a call with Random,uncheck the Random recording for that call from ACD agents pane and try to enable Static While recording a call with Random,uncheck the Random recording for that call from ACD agents pane and try to enable Ad-Hoc by left clicking on the active call Try to change the recording mode from Random to static for the active call Enter invalid start and End Times and save the settings Enter valid start and End Times and save the settings The word Random should be seen beside the agent User should able to change the recording mode All the five calls should be recorded automatically after agent accepts the call Random Mode of recording should be seen under call Recording Mode in ACD Agents panel Random Mode of recording should be seen under call Recording Mode in ACD Agents panel Random Mode of recording should be seen under call Recording Mode in ACD Agents panel Random Mode of recording should be seen under call Recording Mode in ACD Agents panel Random Mode of recording should be seen under call Recording Mode in ACD Agents panel Only three call s should be recorded out of five Random Recording Should be disabled and should disappear under call Recording Mode in ACD Agents panel System should accept the time ,Static should be seen beside the agent (replacing the random) and the Random recording should not be stopped for that call
Ad-Hoc should be in disabled mode and the random recording should continue
ACD static call recording window should be opened with blank start and End time fields System should alert System should accept the time ,Static should be seen beside the agent and the Random recording should not be stopped
Page 987

Check whether the active call is recorded in static mode Check the recording mode(static) enabled is displayed under recording modes in ACD Agents panel Disconnect the active call and check for the Recording mode on ACD Web Live Monitor When the 11 call is hanged up,check whether the Random recording is still enabled for that agent Make a new ACD call and Agent accept the call Try to change the recording mode from Static to any other mode before the selected time expires(when there is no active call to that agent) Make no call to the agent with in the time limit whose recording is enabled Make an ACD call after the static recording time expire Make Maximum No. of calls to the ACD Group Try to down load the call record from Admin Dashboard While recording a call with static ,uncheck the Static recording for that call from ACD agents pane and try to enable Random While recording a call with static,uncheck the static recording for that call from ACD agents pane and try to enable Ad-Hoc by left t clicking on the active call Accept the calls after the specified time completes,accept a new call and check for the word Static beside the agent Enable Static recording to agent1 of groupA and enable static recording to agent2 of groupB
th
The active call should not be recorded The recording mode should displayed as static The Recording Mode should be seen as Static under Recording Mode in ACD Agents panel Random recording should disappear for that agent after accepting 10 calls The call should be recorded with static mode of recording automatically after accepting the call User should able to change the recording mode Static recording mode should be seen under recording mode in ACD agents panel Static recording mode should be not be seen and should disappear All the calls that are made to the ACD group with in the time should be recorded and And the Recording mode should be seen as static on ACD Web Live Monitor Recorded call should be down loaded The word Random should be seen beside the agent (replacing the Static) and the Static recording should not be stopped for that call
Ad-Hoc should be in disabled mode and the static recording should continue The word Static should disappear for that agent and recording should not happen further Both the agents should be enabled with Static recording mode
Page 988

Accept the call on agent and record the call,when recording is happening,refresh the ACD Web Live Monitor Check for the modes after enabling any of them Left click on that agent under ACD Agents pane and uncheck the enabled recording mode Accept the call on agent and from supervisor record the call. At this time disable the recording option for the supervisor from Admin dashboard ACD Web Live Monitor should be refreshed and recording should be continued
The latest enabled mode should be displayed beside the agent
Recording mode should be disabled for that agent Supervisor should not get the recording options further for that call and already existing active call recording should continue
Accept the call on agent and monitor the call from one supervisor
Supervisor should be able to monitor the call,even if the recording options are disabled on dashboard The monitoring call should ring at both the phones The monitoring call should be accepted on only one phone and should able to monitor and record the call Check whether both the supervisors could able to monitor and record the active call The supervisor mode that enabled by the Agent A should be carried to Agent B's ACD Web Live Monitor Should able to change the supervisor mode
Try to monitor and record as well Try to accept the call on both the phones at the same time Enable any two agents(A and B) as supervisors in a group from Admin dashboard Close Agent A's ACD Web Live Monitor and open Agent B's ACD Web Live Monitor and check for the Supervisor mode Try to change the Supervisor mode from Agent B's ACD Web Live Monitor
Page 989
Actual Result
Status (Pass/Fail)
Remarks
Bug ID
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
6996
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
6943
Same as Expected
Pass
7147
Page 990

Same as Expected Pass 7010
Same as Expected
Pass
7059
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
6889
Same as Expected
Pass
7220
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Page 991

Same as Expected Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
7021
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Page 992

Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
7335
Same as Expected
Pass
7133
Page 993

Same as Expected Pass 7159
Same as Expected
Pass
Same as Expected
Pass
7123
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Page 994

Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
7334
Same as Expected
Pass
Same as Expected
Pass
6988
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Page 995

Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Page 996

Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
7314
Page 997
7314

Same as Expected
Pass
7306
Same as Expected
Pass
7306
Same as Expected
Pass
7306
Same as Expected
Pass
7306
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
7298
Same as Expected
Pass
7308
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Page 998

Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Page 999

Same as Expected
Pass
7067
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
6911
Same as Expected
Pass
Page 1000

Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Page 1001

Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
6936
Page 1002

Same as Expected
Pass
7131
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Page 1003
Missed Calls
Project Name: Author : Reviewed By: TC_ID MISSED CALLS Agent logged into his Live Monitor 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 Call to Group B and the ACD call went to Empty Queue overflow to DID Group A and B doesn't have any missed calls Make a call to Group A and disconnect the call from caller before agent accept the call Login to Web Live Monitor of the Agent who is not a supervisor of any group Make the agent as a supervisor of any ACD group and refresh the LM Make the agent as a supervisor of any two ACD groups(Group A and B) and refresh the LM Group doesn't have any missed calls click on Missed calls Tab Pre-Condition ACD Web Live Monitor
Page 1004
Missed Calls
17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 Click on Down load to down load Missed calls Open the saved Missed calls file Select 50 calls to view from the dashboard Select 75 calls to view from the dashboard Select 100 calls to view from the dashboard Call to ACD Queue and the call should overflow to New Queue The Queue has more than 50 missed calls(Group A and B) Select 25 calls to view from the dashboard click on Download drop down list The ACD call is Timed out and reached to voicemail
Page 1005
Missed Calls
38 39 40 41 42 43 44 45 46 47 Make a call to an ACD group Select a supervisor who is having missed calls report and remove the supervisor option from Admin dashboard Add two agents to the ACD group and make them as supervisors to that group Remove the supervisor option for an agent in an ACD group Add an agent(who is already a supervisor in ACD groupA and ACD groupB) to ACD groupC and make him as supervisor Add an agent to an ACD group1( having 100 missed calls),make as supervisor and in the same way add him into ACD group2( having 100 missed calls),make as supervisor Add an existing agent to a new ACD group and make him as supervisor In an user's(logged in agent) edit page,check an ACD group and make him as supervisor to that group For an ACD group,in Empty Queue Overflow ,put overflow to some other queue For an ACD group,in Empty Queue Overflow ,put overflow to ACD DID For an ACD group,in Empty Queue Overflow ,put overflow to Voicemail Open the saved Missed calls file Change the existing Time Zone of the system to some other
48 49
50
51
52
53
54 55 56
Page 1006
Missed Calls
57 58 59 For an ACD group,in Queue Overflow options ,put overflow to some other queue For an ACD group,in Queue Overflow options,put overflow to ACD DID For an ACD group,in Queue Overflow options ,put overflow to Voicemail For an ACD group,in Queue Timeout Overflow ,put overflow to some other queue For an ACD group,in Queue Timeout Overflow ,put overflow to ACD DID For an ACD group,in Queue Timeout Overflow, put overflow to Voicemail ACD group which is being deleted should have some Missed calls
60 61 62
63
Page 1007
Missed Calls
Executed Date: Creation Date: Reviewed Date: Scenario
Check for Missed calls Tab on LM Check for Missed calls Tab on LM Check for Missed calls Tab on LM click on Missed calls Tab Check for the Drop downs: Filter By Queue, Select Phone and Download click on View Last Drop down list Click on any no. of call to be displayed from the drop down list click on Missed calls Tab Click on no. of call to be displayed from the View Last drop down list Check for the column Destination Refresh Missed calls Tab check for the call by selecting the no. of calls Check whether the last call is displayed as the latest in the list check for the s.no for the call in Missed calls Check for the column From Check for the column Queue Name
Page 1008
Missed Calls
Check for the column Status Check for the column Destination Check for the column Time Check for the call in missed calls pane Check for the column Destination
Check the Missed calls listed in Missed calls pane Check the no. of calls listed in the drop down menu click on Last 25 calls Data to Down load Select open with and click on OK Select save file and click OK Check the No.of calls down loaded Check the Missed calls listed in Missed calls pane Check the Missed calls listed in Missed calls pane Check the Missed calls listed in Missed calls pane Check the Status in the Missed calls pane Check the Destination in the Missed calls pane select select Duration to down load Missed calls Enter invalid From and To dates Click on Cancel Try open the missed calls window again
Page 1009
Missed Calls
check for From and To dates Enter valid From and To dates Click on OK Select open with and click on OK Select save file and click OK Check the No.of calls down loaded Refresh the Live Monitor and check whether the Time Zone is changed for the missed calls Open the Live Monitor in full screen mode and check for the missed calls When the agents are ringing, press * to leave a voicemail and check the Missed calls Now open the LM of that supervisor and check for the Missed calls Let that group get some Missed calls and check whether both the supervisors are getting Missed Calls or not After removing the supervisor option to the agent,refresh the LM and check for the Missed calls Check for the Missed calls in supervisor (who is added to groupC) ACD Web Liv e Monitor Now check for the Missed calls(last 100 calls) for this supervisor in Live Monitor Let that group get some Missed calls and check whether the supervisor is getting Missed Calls or not Let that group get some Missed calls and check whether the supervisor is getting Missed Calls or not When the agents in that overflow group are ringing ,hang up the call and check for the Missed Call in the LM When the agents in that ACD DID are ringing ,hang up the call and check for the Missed Call in the LM When the agents in that overflow group are ringing ,hang up the call and check for the Missed Call in the LM
Page 1010
Missed Calls
When the agents in that overflow group are ringing ,hang up the call and check for the Missed Call in the LM When the agents in that ACD DID are ringing ,hang up the call and check for the Missed Call in the LM When the agents in that overflow group are ringing ,hang up the call and check for the Missed Call in the LM When the agents in that overflow group are ringing ,hang up the call and check for the Missed Call in the LM When the agents in that ACD DID are ringing ,hang up the call and check for the Missed Call in the LM When the agents in that overflow group are ringing ,hang up the call and check for the Missed Call in the LM Delete that ACD group and create a ACD group with the same name.Now check for the Missed calls for that group(open that group's supervisor's LM)
Page 1011
Missed Calls
18th Aug,2009 Status (Pass/Fail)
Expected Result
Actual Result
Missed calls tab should not appear of the agent on his LM Missed calls tab should appear of the agent on his LM Missed calls tab should appear for the agent on his LM Missed calls pane should be empty The Drop downs Filter By Queue, Select Phone and Download should be disabled by default The No. call to be displayed is to be listed(25,50,75,100) No calls should be displayed in Missed calls pane No calls should be displayed in Missed calls pane The call should be displayed as Abandon in Missed calls pane The Destination column should be displayed as empty Missed calls pane should be empty The status of the call should be displayed as ' Empty Queue ' in Missed calls pane The last call should be displayed as the latest in the list The latest call should be displayed as s.no 1 The callers caller ID should be displayed Group B name should be displayed in Queue Name
Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected
Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass
Page 1012
Missed Calls
The status of the call should be displayed as Empty Queue in Missed calls pane The DID given in the overflow options should be displayed The Time and Date of the call should be displayed The call should be seen in Missed calls The voicemail should be displayed Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Pass Pass Pass Pass Pass
The latest 25 call should be displayed in the Missed calls pane The no. of call selected to view in the Missed call pane should be displayed in drop down list to down load MissedcallsDetails.xls window should be opened Missed calls file should be opened to View The Missed call file should be saved in the specified location The no.of calls down loaded should be equal to the selected no.of calls in the drop down list to down load All the existing 50 calls should be displayed in the Missed calls pane Missed calls pane should display the existing 50 calls Missed calls pane should display the existing 50 calls The status should be sen as over flow to new Queue The new Queue name should be seen ACD Missed calls Report window should be opened System should alert ACD Missed calls Report window should be closed The ACD Missed calls Report window should be closed
Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected
Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass
Page 1013
Missed Calls
The From and To fields should be empty System should accept opening MissedcallsDetails.xls window should be opened Missed calls file should be opened to View The Missed call file should be saved in the specified location The no.of calls down loaded should be with in the Time limit given Time for the Missed calls(existing and further) should be displayed as per the selected Time Zone in the system Missed calls should be displayed even if the Live Monitor is opened in Full screen mode Appropriate call flow should be there for the call made Missed calls should not be shown Both the supervisors should get the Missed Calls(new and old) Missed calls' tab should not be present for that agent Missed calls of ACD groupC (old / new) should be shown under Missed Calls tab of supervisor Last 100 Missed Calls should be shown according to the time order Newly added supervisor should get the Missed Calls (new and old) Newly added supervisor should get the Missed Calls (new and old) The Missed call should be shown with exact call flow The Missed call should be shown with exact call flow The Missed call should be shown with exact call flow Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Same as Expected Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass
Pass Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Same as Expected
Pass
Pass Pass Pass
Page 1014
Missed Calls
The Missed call should be shown with exact call flow The Missed call should be shown with exact call flow The Missed call should be shown with exact call flow Same as Expected Same as Expected Same as Expected Pass Pass Pass
The Missed call should be shown with exact call flow The Missed call should be shown with exact call flow The Missed call should be shown with exact call flow Missed calls should not be carried to this group even if it is created with the same name.
Pass Pass Pass
Same as Expected
Pass
Page 1015
Missed Calls
Remarks
Bug ID
Page 1016
Missed Calls
Page 1017
Missed Calls
7113 6992 7342 7112
Page 1018
Missed Calls
7157
Page 1019

Acd Testcases

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Acd Testcases

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ACD Call Scenarios

Basic ACD call scenarios

Announce Position in Queue option should be checked

Announce Voicemail should be checked

Call Redistribution Time field should have valid input

ACD Call Scenarios

Supervisor Recording a call

Supervisor Monitoring a call

ACD Call Scenarios

Announce Position in Queue option should be checked

Announce Position in Queue option should be UNchecked

Call Redistribution Time field should have valid input

Provide valid input in 'Announcement Frequency' field

ACD Call Scenarios

Supervisor Recording a call

Supervisor Monitoring a call

Dial ACD DID before the wrapup time of agent1 completes

ACD Call Scenarios

Announce Position in Queue option should be UNchecked

Announce Voicemail should be UNchecked

Call Redistribution Time field should have valid input

Supervisor Recording a call

Supervisor Monitoring a call

ACD Call Scenarios

Announce Position in Queue option should be UNchecked

Announce Voicemail should be checked

Call Redistribution Time field should have valid input

ACD Call Scenarios

Supervisor Recording a call

Supervisor Monitoring a call

Dial User DID

ACD Call Scenarios

Dial IVR+Extn of userA

Dial User DID

ACD group should be set with disaster to INTE number

ACD group should be set with disaster to IVR number

ACD Call Scenarios

Dial IVR+ACD GExtn

ACD group should be set with disaster to IVR

Dial ACD DID and give Extn when IVR is heared

ACD group should be set with disaster to DID of any user

Dial IVR+ACD GExtn

ACD group enabled Disaster to another ACD DID

Dial IVR+ACD GExtn

ACD group enabled Disaster to invalid number

Dial IVR+ACD GExtn

Disaster settings are not working for ACD DID

ACD Call Scenarios

Dial ACD DID

Set IP1 in call logs

Dial IVR+ACD GExtn

105 NPA 106

Set IP2 in call logs

Dial user DID(enable forward to ACD DID on that user)

Dial ACD DID

ACD Call Scenarios

Dial IVR+ACD GExtn

OVER FLOW OPTIONS

ACD Call Scenarios

DID should be a ported number

If the Queue overflow option is DID

If the Queue overflow option is Voicemail

ACD Call Scenarios

DID should be a ported number