acd testcases

8/14/2019 Acd Testcases

http://slidepdf.com/reader/full/acd-testcases 1/1016

ACD Call Scenarios

Project Name: ACD Server Executed Date:

Author : Creation Date:

Reviewed By : Reviewed Date

TC_ID Pre-Condition Scenario

1Dial ACD DID (with Queue

Timeout 90 secs and enable ―

Ring all ‖ option)

2―Announce ACD Greeting‖

option should be checked

3―Announce Position in Queue‖


4‖Announce Voicemail‖ should be

checked

5―Call Redistribution Time‖ field

should have valid input

6Provide valid input in

'Announcement Frequency' field

7

Make sure that some file is

selected in File--> Music Files

→Music on Hold / Promotions

8

Repeat the steps from 1 to 7 &


selected in File--> Music Files

→Announcement File

Basic A

–Provide valid data in ‖Maximum Number of Waiting Calls‖ field

– ―Announce ACD Greeting‖ option should be checked (Make sure that some g

-- ―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 Fil

– -- --



ACD Call Scenarios

9

10 Supervisor Recording a call

11 Supervisor Monitoring a call

12

13

14

15

16

Queue Reports(Goto ACD

Preferences—>Queue Reports--

> select any Queue which has

recorded files)

17

18

19

20

21

22



ACD Call Scenarios

23Dial IVR+ACD Gextn (with

Queue Timeout 60 secs and

enable ―Skill Based‖ option)


option should be Unchecked




option should be UNchecked



28Provide valid input in

'Announcement Frequency' field

29

30

Add two agents---agent1(with IP1

and IP2) and agent2 to the ACD

group with skill rate 10 and 2

31

32


– ―Announce ACD Greeting‖ option should be Unchecked

-- ―Announce Position in Queue‖ option should be UNchecked



–Provide valid input in 'Announcement Frequency' field –Make sure that no file is selected in File--> Music Files-->Announcement File

– -- --



ACD Call Scenarios

33

Repeat the steps from 23 to 32

& make sure no file is selected in

File--> Music Files-->

Announcement File

34


selected in File--> Music Files--

>Music on Hold / Promotions



37

38

39

40

Additional case:

(Add two agents---agent1 (with

IP1 and IP2) and agent2 to the

ACD group with skill rate 10 and

2 and provide valid wrap-up time

Dial ACD DID

41Dial ACD DID before the wrap-

up time of agent1 completes

42Dial ACD DID (with Queue

Timeout 30 secs and enable ―

Next Available‖ option)


– ―Announce ACD Greeting‖ option should be Unchecked


– ‖Announce Voicemail‖ should be Unchecked


–Provide valid input in 'Announcement Frequency' field

–Make sure that no file is selected in File--> Music Files-->Announcement File – -- --



ACD Call Scenarios


option should be Unchecked




UNchecked



47

48

Repeat the steps from 42 to 46

&make sure that file is not

selected in File--> Music Files-->

Announcement File

49

Make sure that no file is selected

in File--> Music Files-->Music on

Hold / Promotions



52

53

54



ACD Call Scenarios

55

56

57

58Dial IVR+ACD Gextn (with

Queue Timeout 120 secs and

enable ―Random‖ option )






checked



63

64

Repeat the steps from 58 to 63 &

make sure that some file is

selected in File--> Music Files-->

Announcement File


– ―Announce ACD Greeting‖ option should be checked (Make sure that some g




–Provide valid input in 'Announcement Frequency' field –Make sure that some file is selected in File--> Music Files-->Announcement Fil

– -- --



ACD Call Scenarios

65

Make sure that no file is selected

in File--> Music Files--> Music on

Hold / Promotions



68

69

70

71

PSTN

72

In User Routing plan

1-softphone with 20 secs,

2-ACD DID(ported numberwithout sip) with 30secs,

3-IP1 with 40 secs

Dial User DID

73

74

75

Dial User DID – Call should route

to the ACD Agent after 1 seq

timeout

76

77



ACD Call Scenarios

78

79

Enable forward option to ACD

DID(call should be distributed

based on 'Fewest Calls') onuserA

Dial IVR+Extn of userA

80

In Routing Plan of user, put sip:

ACD DID(call should be

distributed based on ―Longest

Idle Time‖ )in first priority

Dial User DID

81

In Routing Plan of user,put IVR in

third priority(with 30 seconds), In

ACD group,call should be

distributed based on ―Round

Robin memor ‖

Dial User DID and give ACD

GExtn when IVR is played

82

83In Routing Plan of user, put sip:

ACD DID in fourth priorityDial IVR+ ** operator** (user)

84

85

In Group User's Routing plan,put

ACD DID(ported number without

sip) in 2nd seq

Dial IVR+ ** operator** (Group)

86

87

In Group User's Routing plan, put

another user's DID and again in

that DID user's routing plan, put

ACD DID

Dial IVR+ ** operator** (Group)

88For any user,put ACD DID as

Disaster number Dial IVR+ACDGExtn

89 ACD group should be set withdisaster to INTE number

Dial IVR+ACD GExtn

90ACD group should be set with

disaster to IVR number

Dial IVR+ACD Gextn and give

ACD Gextn when IVR is

heared



ACD Call Scenarios


disaster to PSTN number Dial IVR+ACD GExtn


disaster to IVR

Dial ACD DID and give Extn

when IVR is heared


disaster to DID of any user Dial IVR+ACD GExtn

94ACD group enabled Disaster to

another ACD DIDDial IVR+ACD GExtn

95ACD group enabled Disaster to

invalid number Dial IVR+ACD GExtn

96

In that DID user's routing planput other Account IVR(give ACD

Gextn when IVR is played).This

ACD group enabled disaster to

PSTN number

Dial user DID

97

In that group's User Routing plan

put another user DID and again

in that DID user's routing plans,

put ACD DID

Dial IVR+GExtn

98

In that group's User Routing plan

put another user DID and again

in that DID user's routing plans,

put ACD DID

Dial IVR+GExtn

Worldsmart

99

In user Routing plan put

sip:ACD DID (of another Account

) in second priority

From other account,dial user

DID

3PCC

100





Dial User DID from softphone

as dialer

101


ACD DID(call should bedistributed based on ―Longest


Set IP1 in call logs and click onuser Extn

102




Idle Time‖ in first riorit

Set IP2 in call logs and click on

IVR and give user Extn

Disaster settings are not working for ACD DID



ACD Call Scenarios

103 Set Softphone in call logs Dial ACD DID

104 Set IP1 in call logs Dial IVR+ACD GExtn

105 Set IP2 in call logsDial user DID(enable forward

to ACD DID on that user)

NPA

106

First 3 digits of Caller id of

userA and first three digits of

ACD DID should be same

Dial ACD DID's last 7 digits

from worldsmart user

107

First 3 digits of Caller id of

userA and first three digits of IVR

number should be same

Dial IVR's last 7 digits from

worldsmart user and enter

ACD GExtn

108

rea e groups w g ,

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

109 Dial ACD DID

110

111

112

113

114

PRIORITY LEVEL



ACD Call Scenarios

115

116

117

rea e groups w g ,

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

118 Dial IVR+ACD GExtn

119

120

121

122

123

124

125

126

ACD Group1( High priority )

should not have agent(s) in it and

also if agents are there, all of

them should be logged out

Dial ACD DID

OEMPTY QUEUE OVERFLOW



ACD Call Scenarios

127

128

129

ACD group2 should have

Broadcast option enabled and

add two users(broadcast)

130ACD Goup2 should have Email

option enabled

131 DID should be a ported number If the Queue overflow option is

“DID”

132

133

134

135

136

137If the Queue overflow option is

“Voicemail”

138

ACD Group1( High priority )

should not have agent(s) in it and

also if agents are there all ofthem should be logged out

Dial IVR+ACD GExtn

139



ACD Call Scenarios

140

141

ACD group2 should have

Broadcast option enabled and

add two users(broadcast)

142ACD Goup2 should have Email

option enabled

143 DID should be a ported number If the Queue overflow option is

“DID”

144

145

146

147

148


“Voicemail”

150

Goto-->Admin dashboard--> ACD

Preferences-->click ―View‖ link

of any ACD group1( Low priority)-

> ACD settings--> Agent

Interface---> Edit--> MaximumNumber of Waiting Calls=2

Dial ACD DID

151

QUEUE OVERFLOW OPTIONS



ACD Call Scenarios

152

153

154 Queue overflow optionsIf the Queue overflow option is

“New Queue”

155

156


“DID”

158

159

160

161

162


“Voicemail”

164

oto--> m n as oar -->

Preferences → click ―View‖ link

of any ACD group1 ( Low priority)-

->ACD settings → Agent Interface

--> Edit--> Maximum Number of

Waitin Calls=2

Dial IVR+ACDGExtn



ACD Call Scenarios

165

166

167 Queue overflow optionsIf the Queue overflow option is

“New Queue”

168

169


“DID”

171

172

174

175

176


“Voicemail”

178

ACD Group1 ( Medium priority)

should contain atleast one agent

who is logged in

Dial ACD DID

QUEUE TIMEOUT OVERFLOW



ACD Call Scenarios

179 Queue Timeout overflow settingsIf the Queue overflow option is

“New Queue”

180Enable call forward to userB on

userA

181


“DID”

183

184

185

186

187


“Voicemail”

189

ACD Group1 ( Medium priority)

should contain atleast one agent

who is logged in

Dial IVR+ACD GExtn

190 Queue Timeout overflow settingsIf the Queue overflow option is

“New Queue”

191Enable call forward to userB on

userA



ACD Call Scenarios

192


“DID”

194

195

197

198

199


“Voicemail”

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

202



PSTN number

203

Group should have atleast one

agent logged in(reject the call on

agent)



PSTN number

204Queue Timeout overflow optionof that group should be to any

PSTN number

205

Group should have atleast on

agent logged in(agent should not

be registered anywhere)



PSTN number

AD



ACD Call Scenarios

206



PSTN number

207

In one user Routing Plan, put

1.softphone-10secs (Timeout)

2.ACD DID -20secs (Timeout)

3.IP1 -30 secs (Timeout)

Call Redistribution Time-

30secs, Queue Timeout-

30secs

Dial DID of that user

208

1.Add two agents (Routing

Plans with only IP1-20secs) in

ACD group.

2.Call Redistribution Time-30secs, Queue Timeout-

30secs

Dial IVR+ACDGExtn

209

1.Add one agent to an ACD

group.In Routing Plan,put

1.softphone-10secs (Timeout)

2.user DID -20secs (Timeout)

3.IP1 -30 secs (Timeout)

Call Redistribution Time-


60secs

Dial ACD DID

210



ACD group.

2.Call Redistribution Time-


60secs

Dial IVR+ACDGExtn

211



ACD group.

2.Call Redistribution Time-60secs, Queue Timeout-

60secs

Dial ACD DID

Call Redistribution Time & Queue Timeout



ACD Call Scenarios

212



ACD group.


60secs, Queue Timeout-60secs

Dial IVR+ACDGExtn

213



ACD group.



90secs

Dial ACD DID

214



ACD group.



90secs

Dial IVR+ACDGExtn

215



ACD group.



90secs

Dial ACD DID

216



ACD group.



90secs

Dial IVR+ACDGExtn



ACD Call Scenarios

16th

July,2009

Description Test Data Expected Result

Dial few more ACD Calls which are

greater than the “Maximum Number of

Waiting Calls” given

Ex: Give 'Maximum

Number of Waiting calls'

as 3

All the calls which cross the limit of

'Maximum Number of Waiting Calls'should follow the OVERFLOW

settings of that ACD group

Check for “Announce ACD Greeting” ACD greeting should be played to the

caller after he makes the ACD call

Check for “Announce Position in

Queue”

Position of the call(in Queue) should

be announced to the caller

Check for “Announce Voicemail”

After announcing the position in

Queue,Voicemail prompt should be

played to the caller

Check for “Call Redistribution Time'

Ex: Enter “Call

Redistribution Time' as

60secs

According to the Call Redistribution

Time,call should route to the agents

in ACD group

Check for “Announcement Frequency”

Position in Queue should be

announced to the caller,depending

upon the time given in the

'Announcement Fre uenc ' field

Check whether the call is routing all the

Agents based on Group Wrap -Up

Time

If the ACD agent Wrap-Up Time is

less than the Group Wrap-Up Time,

that ACD agent(s) should not get the

callLet the call ring on agents and check

for 'Queue Timeout and Call

Redistribution time'

Call should follow 'Queue Timeout

and Call Redistribution time' and

should overflow(according to settings

iven

Accept the call on agent and Check for

'Announcement File'

Ex:15 secs(If any agent

accept the call and hang

up,then he will not get the

next call till 15 secs)

After call is accepted on agent, (When

Wrap -Up Time completes)

Announcement file should be played

CD call scenarios

reeting is selected in File-->Music Files--> ACD Greetings )

e



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'

Monitoring this call with Silent modeSupervisor should be able to Monitor

the call using silent mode

From the accepted agent,dial User Extn

to do WarmTransfer

Caller should get MOH when ACD

agent is trying to transfer the call to

another user Extn

When Extn user is unavailable, leave a

Voicemail from ACD agent

ACD agent should be able to leave an

Voicemail to the user Extn and that

user should be able to access the

Voicemail

Dial User Extn to do WarmTransfer Extn user accepts the call on 2nd seq

ACD Agent did Warmtransfer to user

Extn

Transfer should work and MOH

should stop playing to Caller and he

should be able to communicate with

the Extn user

When Queue records page is

displayed,select the link “GROUP” and

click on 'search'

Records of that particular group

should be displayed

When Queue records page isdisplayed,select the link “AGENT ” and

click on 'search'

Records of that particular groupshould be displayed


displayed,select the link “DID ” and click

on 'search'


should be displayed


displayed,select the link “CALLER ID ”

and click on 'search'


should be displayed

When call records are displayed

according to the above searches,click

on a particular date

Records of that particular date should

be displayed

Click on “Download” link of any recordUser should be able to access the

recorded file.

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



ACD Call Scenarios




Ex: Give 'Maximum


as 5


'Maximum Number of Waiting Calls'

should follow the OVERFLOW

settin s of that ACD rou

Check for “Announce ACD Greeting” ACD greeting should not be played to

the caller after he makes the ACD call


Queue”


be announced to the caller



Queue,Voicemail prompt should not

be played to the caller


Ex: Enter “Call


60 secs



in ACD group

Check for “Announcement Frequency”

Position in Queue should be

announced to the caller,depending

upon the time given in the

'Announcement Fre uenc ' fieldCheck whether the call is routing to the

Agent who is having highest skill rate

and based on Group Wrap -Up Time



that ACD agent should not get the call

Call should first route to agent1 and

follow the routing plan(don't accept the

call)

Call should route to agent1 again

If call is not accepted on agent2,check

whether the call is being routed to

agent1 or not

Call should route to agent1

Call should first route to agent1 and

follow the routing plan(reject the call on

both the sequences)

Call should route to agent2

Let the call ring on agents and check






iven



ACD Call Scenarios

Accept the call on agent2 and Check

for 'Announcement File'

After call is accepted on agent, (After


Announcement file should not be

la ed

Put the Call on Hold from agent side Caller should be able to get the MOH

Record a ACD call using 'Static'(should

be enabled to the agent before making

the call)

Supervisor should be able to Record

the call using 'Static'

Monitoring this call with ' Whisper'

mode

Supervisor should be able to Monitor

the call using ' Whisper' mode

From the accepted agent,make Blind

transfer to Extn of user

when ACD agent is trying to transfer

the call to another user Extn,Caller

should get MOH




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

30 secsCall should hang up

Check for the call routing

Call should not route to agent1(till the

wrap-up time completes) although he

has highest skill rate but it should

route to agent2




Ex: Give 'Maximum


as 10







ACD Call Scenarios

Check for “Announce ACD Greeting” ACD greeting should not be played to

the caller after he makes the ACD call


Queue”


not be announced to the caller

Check for “Announce Voicemail”Voicemail prompt should not be



Ex: Enter “Call


30 secs


Time,call should route to the agents in

ACD group


Agent(s) who is next available and

based on Group Wrap -Up Time




next call till 20 secs










iven

Accept the call on agent and Check for

'Announcement File'



Announcement file should not be

la ed

Put the Call on Hold from agent side Caller should not get the MOH

Record a ACD call using'Random'(should be enabled to the

agent before making the call)

Supervisor should be able to Recordthe call using 'Random'

Monitoring this call with Barge-in modeSupervisor should be able to Monitor

the call using Barge-in mode

From the accepted agent,dial User DID

to do WarmTransfer

Caller should not get MOH when ACD


another user's DID

When DID user is unavailable, leave a



Voicemail to the DID user

Check whether the voicemail is sent to

the user's respective Email Address

User should get the Voicemail as

Email according to the format



ACD Call Scenarios

Dial User DID to do WarmTransfer DID user accepts the call on 2nd

seq

ACD Agent did Warm transfer to user

DID

Transfer should work and caller

should be able to communicate with

the DID user

Check for MOH on both sides MOH should work on both sides




Ex: Give 'Maximum


as 15





Check for “Announce ACD Greeting” ACD greeting should be played to the

caller after he makes the ACD call


Queue”


not be announced to the caller



Queue,Voicemail prompt should be



Ex: Enter “Call


90 secs



in ACD group


Agent(S) randomly and based on

Group Wrap -Up Time







Call should follow 'Queue Timeoutand Call Redistribution time' and


iven

Accept the call on agent and check for

“Announcement File”




next call till 25 secs



Announcement file should be played

reeting is selected in File-->Music Files--> ACD Greetings )

e



ACD Call Scenarios

Put the Call on Hold from agent sideCaller should not be able to get the

MOH

Record a ACD call using 'Ad-Hoc'Supervisor should be able to Record

the call using 'Ad-Hoc'

Monitoring this call with Silent modeSupervisor should be able to Monitor

the call using silent mode

From the accepted agent,make Blind

transfer to DID of user

Caller should get MOH when ACD


another user's DID



ACD agent should be able to leave a

Voicemail to the user Extn

Make Blind transfer to user's DID DID user accepts the call on 2nd

seq

ACD Agent did Blind transfer to user's

DID

Transfer should work and MOH

should stop playing to Caller and DID

user should be able to communicate

with the Extn user

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 follow the Routing planCall should reach the third sequence

of user(IP1-timeout)

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

Agent should be able to transfer the

call to the Extn user

Put the Call on Hold from Callee side Caller should be able to get the MOH

Check for the Dynamic MOH MOH should be changed dynamically

ROUTING PLANS



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

Accept the call on ACD agent and

Make a Blind transfer to PSTN

Transfer should be done to the PSTN

number

Accept the call on any agent in that

ACD group and make #1# transfer to

user Extn


call

Leave the 2 sequences to

timeout(ex:20 secs each)1

stand 2

nd Seq phones should ring

upto Timeout

Accept the call on agent in ACD group

and make #2# transfer to user Extn

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


call

Leave timeout for 1st seq

1st Seq phones should ring upto

Timeout

Call should route to the ACD agent on2nd seq(with 40 ringing timeout),accept


transfer to a IVR+ACD GExtn


call

When call comes to ACD group,accept


transfer to PSTN

Call should be transferred to PSTN

Accept the call on agent in that ACD

group

Caller and callee should be able to

communicate

Accept the call on INTE Caller and callee should be able tocommunicate


ACD group


communicate



ACD Call Scenarios

Accept the call on PSTNCaller and callee should be able to

communicate

Accept the call on Extn user and make

Warmtransfer to another ACD DID

Call should route to the agent(s) in

that group

Accept the call on DID user and make

Blind transfer to ACD DID

Call should route to the agent(s) in

that group


ACD group


communicate

Check whether the call is routing to that

invalid number

Call should not reach the invalid

number

Accept the call on PSTNCaller and callee should be able to

communicate

Accept the call on ACD agent,make

#1# transfer to an DID(user

unavailable)

After Voicemail prompt is

played,agent should be able to leave

Voicemail to that Extn user

Accept the call on ACD agent,make

#2# transfer to an Extn


Voicemail

Leave the first priority to timeout,accept

the call on agent,make warm transfer to

user DID and check for MOH on both

sides

Transfer and MOH should work(on

both sides)


ACD group and make #1# transfer to

user DID


call


ACD group and make #2# transfer touser Extn

Caller should be able to leave aVoicemail to the Extn user


ACD group and make Warmtransfer to

PSTN





ACD Call Scenarios

Accept the call on agent and make

Warmtransfer to ACD DIDCall should be transferred


Warmtransfer to INTECall should be transferred


Blind transfer to PSTNCall should be transferred

When call reached ACD agent,accept

and make #1# transfer to IVR+Extn

and check for MOH

Transfer should be done and MOH

should be played on both

sides(dynamically also)

Call should reach ACD agent,accept

and do Blind transfer to user DID

Transfer should be done to the PSTN

number

Observe the call behavior in ACD Live

Monitor

Make an ACD DID call to Low priority

group

Don't accept the call on agents ,it

should be ringing

Make an ACD DID call to Medium

priority group after few seconds


should be ringing

Make an ACD DID call to High priority

group after few seconds,accept the call

on any agent

High priority group call should be

accepted,other two calls should be in

waiting state which can be seen in

Live Monitor

After sometime disconnect the High

priority group call on the agent

Call should be disconnected and

medium priority group call should

reach any agent

Accept the next call on any agent

Medium priority group call should be

accepted and Low priority group callshould be in waiting state(should be

seen in Live Monitor)

Disconnect the call of medium priority

group

Low priority group call should reach

the agents

GROUP PRIORITIES



ACD Call Scenarios


Low priority group call should be

accepted and this should be seen in

Live Monitor

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


should be ringing

Make an ACD DID call to Medium

priority group after few seconds


should be ringing

Make an ACD DID call to High priority

group after few seconds,accept the call

on any agent

High priority group call should be

accepted,other two calls should be in

waiting state which can be seen in

Live Monitor

After sometime disconnect the High

priority group call on the agent

Call should be disconnected and

medium priority group call should

reach any agent


Medium priority group call should beaccepted and Low priority group call

should be in waiting state(should be

seen in Live Monitor)

Disconnect the call of medium priority

group

Low priority group call should reach

the agents


Low priority group call should be

accepted and this should be seen in

Live Monitor

After accepting the call on agent,make

#1# transfer PSTN of a user and check

or MOH

Caller should be able to leave aVoicemail to the Extn user

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

ER FLOW OPTIONS



ACD Call Scenarios

Check whether the Overflow details are

seen in Queue Reports of ACD group1

In ACD group1's Queue Reports,

under “Queue Timeout Overflow”,the

details of the Overflow should be seen

Don't accept the call on agent in ACD

group2(leave them till timeout)

When Voicemail is prompted ,caller

should be able to leave a Voicemail to

the ACD group2

Check whether the Voicemail is being

broadcasted

Voicemail should be sent to the Group

and users and they must be able to

access the Voicemail(s)

Check for Email format for Group and

users

Email should be sent to the Group and

the users(according to their settings-

.Wav or MP3)

Click 'DID' and select any DID of ACD

agent from the listCall should route to the selected DID

Click 'DID' and select any user DID

from the listCall should route to the selected DID

Click 'DID' and select ACD DID from

the listCall should route to the selected DID

Click 'DID' and add any number

(INTE,PSTN,DID)Number should be added to the list

Click 'DID' and select INTECall should route to the selectednumber

Click 'DID' and select PSTNCall should route to the selected

number

Click 'Voicemail' and UpdateCaller should be prompted to leave a

Voicemail

Click 'New Queue' ( Medium / High

priority ) and select any ACD group

from the list

Since there are no agents,call should

follow Empty Queue Overflow options

and route to ACD group2




under “Queue Timeout Overflow”,the




ACD Call Scenarios

Don't accept the call on agent in ACD

group2

When Voicemail is prompted ,user


the ACD group2

Check whether the Voicemail is being

broadcasted

Voicemail should be sent to the Group

and users and they must be able to

access the Voicemail(s)

Check for Email format for Group and

users

Email should be sent to the Group and

the users(according to their settings-

.Wav or MP3)









Click 'DID' and select INTECall should route to the selected

number

Click 'DID' and select PSTNCall should route to the selectednumber

Click ' Voicemail' and UpdateCaller should be prompted to leave a

Voicemail

Accept the call on agentCall 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



ACD Call Scenarios

Make the third ACD DID call to the

same ACD group

Call should follow Queue overflow

options

Reject the call on agent in ACD group2

When Voicemail is prompted caller


the ACD group2

Click the “New Queue” and select ACD

group2( High priority) from the listCall should reach ACD group2




under “Queue Overflow options”,the



make Warm transfer to DID of user

Transfer should work and user should

be able to park the call and pick up







Click 'DID' and add any number(INTE,PSTN,DID)

Number should be added to the list


number


number


Voicemail

Accept the call on agentCall should be accepted, agent and

caller should be able to communicate



ACD Call Scenarios

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

Make the third ACD DID call to the

same ACD group

Call should follow Queue overflow

options


group2( High priority) from the listCall should reach ACD group2




under “Queue Overflow options”,the



make Blind transfer to DID of user

Transfer should work and user should

be able to park the call and pick up







Click 'DID' and add any number(INTE,PSTN,DID)

Number should be added to the list


number


number


Voicemail

All the agents in the group should be

unavailable or busy

Call should follow Queue Timeout

overflow settings



ACD Call Scenarios


group2( High priority) from the listCall should reach the ACD group2


Blind transfer to Extn of userA

Call should reach userB,caller and

callee should be able to communicate




under “Queue Timeout Overflow”

options,the details of the Overflow

should be seen










number

Click 'DID' and select PSTNCall should route to the selectednumber


Voicemail

All the agents in the group should be

unavailable or busy

Call should follow Queue Timeout

overflow settings


group2( High priority) from the listCall should reach the ACD group2

Accept the call on agent and make #1#

transfer Extn of userA

Call should reach userB,caller and

callee should be able to communicate



ACD Call Scenarios




under “Queue Timeout Overflow”

options,the details of the Overflow

should be seen










number


number


Voicemail

Dial ACD DID Call should reach PSTN number

Dial IVR+ACD GExtn Call should reach PSTN number




ITIONAL CASES FOR 'QUEUE TIMEOUT OVERFLOW'



ACD Call Scenarios


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



to the settings.


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.


60secs and then call should connectto Voicemail

RANDOM



ACD Call Scenarios


the call route to the agent(s)(not on

ACD/non ACD call) according to the

settings.


60secs and then call should connect

to Voicemail


route to the agent(s)according to the

settings.




remaining 30 secs


the call route to the agent(s)(not on

ACD/non ACD call) according to the

settings.




remaining 30 secs


route to the agent(s)(not on ACD/non

ACD call) according to the settings.



to Voicemail



to the settings.



to Voicemail



ACD Call Scenarios

Same as Expected Pass clear

Same as Expected Pass clear got a alert message while ad-

hoc recording.






Same as Expected Pass clear the records are not generated

immediately.

Same as Expected Pass clear the records are not generatedimmediately.

Same as Expected Pass clear the records are not generated

immediately.

no caller id is found.






ACD Call Scenarios





Same as Expected Pass clear doubt what exactly is call

redistribution time


doubt







ACD Call Scenarios


the announcement file is played

for 20 secs which is 5 seconds

more than the desired time i.e.

15 seconds.



ACD Call Scenarios

When we try to enable randomrecording,a small window is

opened with blank screen



ACD Call Scenarios



ACD Call Scenarios

Fail Fail NA

Call parking is not working after

doing Blind transfer from the

agent

Same as Expected Pass Pass














ACD Call Scenarios















ACD Call Scenarios












Caller iD is shown as some

junk and ACD call got stuck

under 'Waiting Calls'

7039



ACD Call Scenarios







Same as Expected Pass Pass 7039









ACD Call Scenarios















ACD Call Scenarios


ACD server crashed when call

is overflow-ing to another

Queue

7043







Same as Expected Pass Pass 7164








ACD Call Scenarios








Same as Expected Pass Pass ACD server crahed in alpha

netwok7164








ACD Call Scenarios






Same as Expected Pass PassCaller ID is displayed as some

junk on ACD Web Live Monitor 7039










ACD Call Scenarios




Same as Expected Pass PassCaller ID is displayed as some

junk on ACD Web Live Monitor 7039





Same as Expected Pass Pass ACD sever crashed once when

agent is getting logged off.







ACD Call Scenarios


Same as Expected Pass NA







ACD Call Scenarios


Pass NA






ACD Call Scenarios

FIXED



ACD Call Scenarios



ACD Call Scenarios

FIXED



ACD Call Scenarios



ACD Call Scenarios

FIXED



ACD Call Scenarios



ACD Call Scenarios

FIXED

FIXED



ACD Call Scenarios

FIXED



ACD Call Scenarios



ACD_logout

Project Name: ACD Executed Date:

Author : Sravani Creation Date: 16th

July,2009

Reviewed By : Reviewed Date

TC_ID Scenario Description Test Data

1Make few ACD calls to

an ACD group

Don't accept the call on agent for

20 minutes

2Make an ACD call to

an ACD group

Reject the call on agent (agent

should not answer the calls for 20

minutes after rejecting this call)

3

Reject the call on agent (agent

should answer the calls for 20

minutes after rejecting this call)

4

ACD agent should not get the

call(becoz he is in DND) and make

sure the agent is in DND for 20

minutes

5

Make some ACD calls

to an ACD group (add

one agent who is not

registered) for 20

minutes

Agent will not get the call and let

the calls continue till 20 minutes

ACD auto logout settings



ACD_logout

Expected Result Actual ResultStatus

(Pass / Fail)

Voice Remarks

After 20 minutes agent should

not log out

After 20 minutes,agent should

get logged off automatically

After 20 minutes,agent should


After 20 minutes (agent is in

DND),agent should get logged

off automatically

After 20 minutes, agent should




ACD_logout

BUG ID



ACD_logout



9997

Project Name: ACD---9997 Executed Date:

Author : Creation Date:

Reviewed By : Reviewed Date:

TC_ID Pre-Condition Description

1Dial 9997 from Soft Phone or IP Phone

1 or IP Phone 2

gen

Lo in/lo out

2 After Dialing 9997 Press 1 for Agent Login

3 Enter the Agents Extension

4 Enter the Agents Password

5 Enter Invalid Password

6Enter other accounts Extension and

Password

7 Agent is not logged-in as ACD agent Press 1 to login the Agent

8 Agent is already logged-in as ACD

agentPress 1 to login the Agent

9 Agent is not a part of any ACD group Press 1 to login the Agent


agent

11 Agent is not logged-in as ACD agent Press 2 to login the Agent

12 After Dialing 9997 Press 2 for Supervisor Login

13 Enter the Supervisor's Extension

14 Enter the Supervisor's Password


Supervisor Login



9997

16Enter other accounts Extension and

Password

17 After logging in as supervisor Enter the Agents Extension to monitor

18 Enter the Agents Group Code

19 Enter the Invalid Group Code

20Enter the valid group code, for which

you are not a supervisor

21 After logging in as supervisor for a

groupPress 1 for Supervisor Monitoring

22 Silent mode enabled on dashboard Press 1 for Silent mode

23 Silent mode disabled on Dashboard Press 1 for Silent mode

24 No active call to monitor Press 1 for Silent mode

25 Whisper mode enabled on dashboard Press 2 for Whisper mode

26Whisper mode disabled on

DashboardPress 2 for Whisper mode

27 No active call to monitor Press 2 for Whisper mode

28 Barge-in mode enabled on dashboard Press 3 for Barge-in mode

29Barge-in mode disabled on

DashboardPress 3 for Barge-in mode

30 No active call to monitor Press 3 for Barge-in mode

31Press any invalid option (other than

1,2,3,4,6)

Supervisor Monitoring- option 1

Supervisor Recording- option 2



9997

32Recording privilege Disable from

DashboardPress 2 for Supervisor Recording

33Recording privilege enabled from

DashboardPress 2 for Supervisor Recording

34 Press 1 for Enabling Recording

35 Press 2 for Disabling Recording

36 Under Enabling Recording Press 1 for Ad-hoc

37 There is no active call Press 1 for Ad-hoc

38 Under Enabling Recording Press 2 for Random

39 Enter the ratio using * as ratio symbol

40Enter an invalid ratio using * as ratio

symbol

41 Enter an ratio using # as ratio symbol

42 There is no active call Press 2 for Random

43 Under Enabling Recording Press 3 for Static

44Try to stop the recording for an active

call

Recording should get stopped and

9997 call should hang up

45Recording privilege and supervisor

privilege disabled from Dashboard

Press 3 for both monitoring and

recording

46

Recording privilege enabled and

supervisor privilege disabled from

Dashboard


recording

47Recording privilege disabled andsupervisor privilege enabled from

Dashboard

Press 3 for both monitoring andrecording

48Recording privilege and supervisor

privilege enabled from Dashboard


recording

Supervisor option 3 for both

Supervisor option 4 for Agent Login



9997

49

After logging in as supervisor for a

group and Agent is not logged-in as

ACD agent

Press 4 for Agent Login

50

After logging in as supervisor for a

group and Agent is already logged-in

as ACD agent



agentPress 5 to logout the Agent

52 Agent is not logged-in as ACD agent Press 5 to logout the Agent

Supervisor option 5 for Agent Logout



9997

Test Data Expected Result Actual Result

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” Same as Expected

IVR should Prompt for “Agents Password” Same as Expected

IVR should announce- press 1 to Login and press 2to logout Same as Expected

IVR should announce- Login Incorrect Same as Expected


IVR should announce- Agent Logged in Same as Expected

IVR should announce- You are already Logged in Same as Expected

IVR should announce- Sorry we cannot log you inas you are not part of any ACD group, please

contact your system administrator

Same as Expected

IVR should announce- Agent Logged out Same as Expected

IVR should announce- sorry we cannot log you out,

as you are not logged inSame as Expected

IVR should Prompt for “Supervisor's Extension” Same as Expected

IVR should Prompt for “Password” Same as Expected

IVR should Prompt for “Agents Extension to

Monitor”Same as Expected


ACD 9997 TREE



9997


IVR should Prompt for “Agents Group Code” Same as Expected

IVR should announce- press 1 to Monitoring, 2 to

Recording, 3 for both, 4 for Agent Login, 5 for

Agent Logout

Same as Expected

IVR should announce- You are not a supervisor for

the groupSame as Expected

IVR should announce- You are not a supervisor for

the groupSame as Expected

IVR should announce- Press 1 for silent mode,

press 2 for Whisper mode, press 3 for Barge-in

mode

Same as Expected

The supervisor should be connected for the activecall, and able to monitor silently

Same as Expected

IVR should announce- Sorry you do not have

supervisor privilegeSame as Expected

IVR should announce- Sorry there is no active call

to monitor / no agent availableSame as Expected

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

Same as Expected





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

Same as Expected





IVR should announce- invalid option Same as Expected



9997



IVR should announce- Press 1 to Enable Recording

and 2 to disable RecordingSame as Expected

IVR should Prompt for “press 1 for Ad-hoc, 2 forRandom, 3 for Static”

Same as Expected

IVR should announce- Recording disabled Same as Expected

IVR should announce- Recording enabled Same as Expected

IVR should announce- there is no agent available Same as Expected

IVR should Prompt for Ratio of call, with * as ratio

symbolSame as Expected

IVR should announce- Recording enabled Same as Expected

IVR should announce- invalid ratio Same as Expected

IVR should announce- invalid ratio Same as Expected

IVR should Prompt for Ratio of call, with * as ratio

symbolSame as Expected

IVR should announce- Recording enabled<<Test

cases to be reviewed>>Same as Expected

The recording which is going on for the active call

should be stoppedSame as Expected





IVR should announce- Sorry you do not havesupervisor privilege

Same as Expected

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



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 Same as Expected

IVR should announce- sorry we cannot log you out,

as you are not logged inSame as Expected



9997

Status Remarks Bug ID

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass



9997

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass



9997

Pass

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

7107 Fixed

Pass

Pass

Pass

Pass



9997

Pass

Pass

Pass

Pass



ACD_CallTypes

ACD Server

TC_ID Pre-Condition Description

User A Call is onMediaserver1 or Other

Available Media servers

Different Calls Routing to ACD Server 1 Dial in ACD DID

2 Set a ACD group in PBX Dial in IVR+ACD Group

3 Set Routing Plan to ACD DID Dial in IVR+Ext

4Set Routing Plan to SIP:ACD

DIDDial in IVR+Ext

5Set Routing Plan to IVR+ACD

group

Dial in IVR+Ext

6 Dial in IVR+Ext + Transfer to IVR+ACD Group

7 Dial in IVR+Ext + Transfer to ACD DID

8 Dial in IVR+Ext + Caller Transferring to ACD DID

9 111/611 calls Routed to ACD Group

10 Right Click to Support. Routed to ACD Group

11 Set Routing Plan to ACD DID Dial in Ext+Ext

12Set Routing Plan to SIP:ACD

DIDDial in Ext+Ext

13Set Routing Plan to IVR+ACD

groupDial in Ext+Ext

14 Dial in Ext+Ext + Transfer to IVR+ACD Group

15 Dial in Ext+Ext + Transfer to ACD DID

ACD General Test Cases

16Call to IVR **operator** and Operator as User, in his routing

plan put ACD DID17

Call to IVR **operator** and Operator as User, in his routing

plan put SIP: ACD DID

18Call to IVR **Operator** and Operator as Group, In Group

user routing plan put sip:ACDDID

19 Call to IVR enter ACD Ext

20Call to IVR , enter ACD EXT, but the ACD Group is in

Disaster with PSTN number

Project Name:

Author :

Reviewed By :



ACD_CallTypes

21Call to 611 Call should reach to the Support, and in this

routing plan put ACD DID of another account

22

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

23

Call to 111 Call should reach to the Support, and in this

routing plan put ACD DID of another account

24

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

25Call to user Ext From other account, in his routing plan put

sip ACD DID of other Account user

26Call to IVR From other Account press User Ext, in his

routing plan put ACD DID

27Call to IVR from other Account press user Ext, accept the

call and transfer to ACD DID

28Call to IVR From other Account **operator** Group, in group

User routing plan put Sip ACD DID

29Call to IVR From other Account **operator** Group, in

Group User Routing plan put another user DID and here put

ACD DID

30Call from PSTN to User DID, in his routing plan put ACD

DID --> Agent is appearing on Different Router.

31

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.

ACD Calling from PSTN32 Call to IVR + 9997

33 Call to ACD DID from PSTN, ACD DID in disaster with INTEnumber

34Call to ACD DID from PSTN ACD DID in disaster with PSTN

number

35Call to ACD DID from PSTN ACD DID in disaster with DID

number

36Call to ACD DID from PSTN, ACD DID in Disaster with

invalid number

37Call to ACD DID from PSTN, System wise Disaster is

enabled and PSTN number in Disaster

38Call to IVR from PSTN **operator** and Operator as User,

in his routing plan put SIP: ACD DID

39Call to IVR from PSTN **Operator** and Operator as Group,

In Group user routing plan put sip:ACDDID

40 Call to IVR from PSTN enter ACD Ext

41Call to IVR from PSTN, enter ACD EXT, but the ACD Group

is in Disaster with PSTN number

42Call to IVR number from PSTN, enter ACD Ext, With Two

Max waiting Calls



ACD_CallTypes

43Call to IVR number from PSTN, enter ACD Ext, Agent

Accept the call, Transfer #1# to Ext

44Call to IVR number from PSTN, enter ACD Ext, agent

Accept the call, Transfer #2# ext

45

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

46

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

47Call to IVR number and press ACD + ext, if agent accept the

call

48Call to IVR number and press ACD + ext, if agent accept the

call and forward the call to Ext

49Call to IVR number and press ACD + Ext, if agents are not

accepting the call

50Call to IVR number and press ACD + Ext, if agents are not

accepting the call up to 5 mins

51 Call to IVR number and press ACD Group Ext, agent acceptthe call and put on HOLD

52Call to IVR number and press ACD Group Ext, agent accept

the call and put on HOLD, and use Dynamic upload

53the agents who are accept the call, should appear in the live

monitor

54the agents who are Waiting in the Queue, should appear in

the live monitor

55Call to ACD DID agent accept the call and Transfer #1# ext,

in his routing plan put Sip:user id

56Call to ACD DID agent accept the call and Transfer #1# ext,

in his routing plan put INTE number 57 Call to other Account User DID.

58Call to other Account user DID, in routing plan put other

account ACD DID

59Call to other account user DID in his routing plan put other

Account ACD DID, This DID in disaster with PSTN number

60Call to IVR From other Account **operator** Group, in group

User routing plan put Sip ACD DID

61

Call to IVR From other Account **operator** Group, in

Group User Routing plan put another user DID and here put

ACD DID

62Call to ACD DID From PSTN, Agent is in Disaster with

PSTN number

63Call to ACD DID from Worksmart, agent is in Disaster with

INTE number

64Call to IVR + ACD ext from Worksmart, agent is in Disaster

with INTE number



ACD_CallTypes

65Call 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 After Dialing 9997 Press 1 for Agent Login

68 Enter the Agents Extension

69 Enter the Agents Password


71 Enter other accounts Extension and Password

72 Agent is not logged-in as

ACD agentPress 1 to login the Agent

73 Agent is already logged-in as


74 Agent is not a part of any

ACD groupPress 1 to login the Agent



76 Agent is not logged-in as


Supervisor Login

77 After Dialing 9997 Press 2 for Supervisor Login78 Enter the Supervisors Extension

79 Enter the Supervisors Password


81 Enter other accounts Extension and Password

82 After logging in as supervisor Enter the Agents Extension to monitor

83 Enter the Agents Group Code

84 Enter the Invalid Group Code

85Enter the valid group code, for which you are not a

supervisor

Supervisor Monitoring- option 1

86 After logging in as supervisor

for a groupPress 1 for Supervisor Monitoring



ACD_CallTypes

87Silent mode enabled on

dashboardPress 1 for Silent mode

88Silent mode disabled on

DashboardPress 1 for Silent mode

89 No active call to monitor Press 1 for Silent mode

90Whisper mode enabled on

dashboardPress 2 for Whisper mode

91Whisper mode disabled on

DashboardPress 2 for Whisper mode

92 No active call to monitor Press 2 for Whisper mode

93Barge-in mode enabled on

dashboardPress 3 for Barge-in mode

94Barge-in mode disabled on

DashboardPress 3 for Barge-in mode

95 No active call to monitor Press 3 for Barge-in mode

96 Press any invalid option (other than 1,2,3)

Supervisor Recording- option 2

97Recording privilege Disable

from Dashboard

Press 2 for Supervisor Recording

98Recording privilege enabled

from DashboardPress 2 for Supervisor Recording

99 Press 1 for Enabling Recording

100 Press 2 for Disabling Recording

101 Under Enabling Recording Press 1 for Ad-hoc

102 There is no active call Press 1 for Ad-hoc

103 Under Enabling Recording Press 2 for Random

104 Enter the ratio using * as ratio symbol

105 Enter an invalid ratio using * as ratio symbol

106 Enter an ratio using # as ratio symbol

107 There is no active call Press 2 for Random

108 Under Enabling Recording Press 3 for Static



ACD_CallTypes

Supervisor option 3 for both

109

Recording privilege and

supervisor privilege disabled

from Dashboard

Press 3 for both monitoring and recording

110

Recording privilege enabled

and supervisor privilege

disabled from Dashboard


111

Recording privilege disabled

and supervisor privilege

enabled from Dashboard


112

Recording privilege and

supervisor privilege enabled

from Dashboard


113

After choosing option 3 for

both recording and

supervising

<<Test cases Monitoring 1 for silent, 2 for Whisper and 3 for

Barge-in to be executed>>


114

After logging in as supervisor

for a group and Agent is not

logged-in as ACD agent


115

After logging in as supervisor

for a group and Agent is

already logged-in as ACD

agent




ACD agentPress 5 to logout the Agent

117

Agent is not logged-in as

ACD agent Press 5 to logout the Agent

Dashboard Test Cases- ACD preferences

MASK

118 Click on ACD Preference Tab-> MASK link

119 Check the List box, ACD group

120 Check the List box, Greeting messages

121 Select the Radio button set mask by date

122 Select the Radio button set mask by day

123 Check the timezone list box



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

125 Try calling the ACD group when mask is active

126 Delete the Mask

127 Try calling the ACD group when mask is deleted or inactive



ACD_CallTypes

Creation Date:

Reviewed Date

Test Data Expected Result Actual ResultStatus

(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


Transfer


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 planCall should go to ACD group from user's

routing plan

Call should go to ACD group from user's

routing plan


Transfer


Transfer

Call should reach to the ACD DID



Call should reach to the ACD Group

Call should reach to the PSTN number



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 not reach to Disaster number





ACD_CallTypes


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- 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 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 groupIVR 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



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


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






active call, an announcement file played forboth 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- invalid option


have supervisor privilegeIVR 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>>



ACD_CallTypes







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



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



ACD_CallTypes

Remarks



ACD_CallTypes



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

1819

20

21

22

23

24

25

26

27

28

29

30

31



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



ACD_Transfers

68

69

70

71

72

73

74

75

76

77

78

79

80

81

82

83

84

85

86

87

88

8990

91

92

93

94

95

96

9798

99

100

101

102



ACD_Transfers

103

104

105

106

107

108

109

110

111

112

113

114

115

116

117

118

119

120



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 WARM

Blind

#1#

#2#

WARM

Blind

#1#

WARMBlind

#1#

PSTN → IVR + Group / Ext(routing plan ACD DID, Agent accepts the call)WARM

Blind

#1#

#2#

WARM

Blind

#1#

WARM

Blind

#1#

PSTN → IVR + Group / Ext(routing plan SIP: ACD DID@, Agent accepts the

call WARM



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#



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 thecall) WARM

Blind

#1#

#2#

WARM

Blind

#1#

WARM

Blind#1#

World Smart → IVR + Group / Ext(routing plan SIP: ACD DID@, Agent

accepts the call WARM

Blind

#1#

#2#

WARM

Blind

#1#WARM

Blind

#1#

World Smart → DID(routing plan ACD DID, agent accepts the call) WARM

Blind



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#



ACD_Transfers

Transfer to Transfer(Pass / Fail) MOH Dynamic MOH Caller ID Voice

Ext

Ext

Ext

Ext

DID

DID

DID

PSTN

PSTN

PSTN

Ext

Ext

Ext

Ext

DID

DID

DID

PSTNPSTN

PSTN

Ext

Ext

Ext

Ext

DID

DID

DID

PSTN

PSTN

PSTN

Ext

Status



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



ACD_Transfers

PSTN

PSTN

PSTN

Ext

Ext

Ext

Ext

DID

DID

DID

PSTN

PSTN

PSTN

Ext

Ext

Ext

Ext

DID

DID

DID

PSTN

PSTNPSTN

Ext

Ext

Ext

Ext

DID

DID

DIDPSTN

PSTN

PSTN

Ext

Ext



ACD_Transfers

Ext

Ext

DID

DID

DID

PSTN

PSTN

PSTN

Ext

Ext

Ext

Ext

DID

DID

DID

PSTN

PSTN

PSTN



ACD_Transfers

Remark



ACD_Transfers



ACD Web Live Monitor ro

ACD Web Live Monitor Executed Date:

u

horCreation Date:

evReviewed Date:

TC_

ID

Pre-Condition Scenario

1

2 Add an existing agent who is logged to

an existing group

3

Remove a logged in agent (who is part

of more than one group) from the ACD

group

4

Add an agent to three groups and

make that agent as moderator of any

group

5 Add a agent(who is not logged onto

ACD server) to an ACD group

6 If ACD server is restarted

7 Refresh the ACD Web Live Monitor

8 ACD Web Live Monitor server should

be stopped

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 M



ACD Web Live Monitor

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)

10Number of calls should exceed 4 digit

number

11Under ACD agents pane,click on the

sorting icon

12Under ACD agents pane,click on the

sorting icon

13Open the ACD Web Live Monitor in

different browsers

14

Open ACD Web Live Monitors of

same agent on different systems

15Checking for the Tab

―All‖

16 Both the agents are Logged outChecking for ACD

Agents panel

17

18 Minimize the ACD Web Live Monitor

19

20Login Agent A and AgentB through

9997

21

22

23Particular group is selected from the

View all Queues list

24




25

26

27

Add any of the logged out agent to the

ACD Group from Admin Dashboard->

Users Tab-> Groups->edit

Editing the Group

28

29

Add a logged in Agent to more than

one ACD Group from users edit page

by checking the check box

30

Add an agent to more than one group

and make a call to any one of the ACD

group

31

Add a logged in Agent to more than

one ACD Group from edit page of ACD

group

32Try to Delete the Group with Logged in

Agents

33

Delete an agent from a particular group

[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

36

Add an ACDgroup with group name

reaching the maximum limit and addtwo agents(log them in)

37




38

39 Logout one agent from the ACD group

40

Create an ACD group and add already

existing(logged in) agents(who are part

of another group) to that group

41

42Remove one agent from the ACDgroup

which is having two agents logged in

43Log out the agents from any ACDgroup

and try to delete the group

44Goto any user(who who belongs to one

ACD group) Edit page

45

Goto Edit page of any agent who is part

of another ACD group and check any

ACD group which he doesn't belong to

46Deleting an agent from an ACD group

when he is on call

47

Deleting an agent from an ACD group [

by unchecking through agent's Edit

page ] when he is on call

48Make 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




50

Set Auto Logout settings for an agent

and make a call to the group to which

that agent belongs to

51 Select a user(having seat type thatdoesn't include ACD feature) and

purchase add-on for ACD feature

52

Select a user(having seat type that

doesn't include ACD feature),select

another user (having seat type that

include ACD feature)

53

Goto Edit page of a user(having seat

that doesn't include ACD feature) and

change to seat type which includes

ACD feature

54

55Enable Random/Static mode to an

agent

56 NON-SAAS

57Make sure that no supervisory mode is

enabled in Dashboard for supervisor

Checking for supervisory

modes in Dashboard

Waiting calls,Active calls

in ACD Web Live Monitor

58

59

60

61Make two Inbound ACD Call one after

the other

62

EDITING THE SERVICE PLAN




63

64

65

66

67

68Make sure that few calls should be

present in both waiting and active calls

69If any calls got stuck under Waiting

calls or Active calls

70

71

72

73

74

75

76

77

Make sure that no supervisory mode or

Recording mode is enabled in

Dashboard

Checking for supervisor

options from Dashboard

78Select silent mode (only) for the

supervisor from Dashboard




79

80Un check the silent mode and check

whisper mode for supervisor

81Un check the whisper mode and check

Barge in mode for supervisor

82

Enable all the supervisory

modes(Silent, Whisper and Barge-in)

for supervisor on Dashboard

Checking for

I Monotoning ACD calls

on ACD Web Live Monitor

ii 3Pcc

83

84

85

86

87

88

89

90 Monitoring call accepted on soft phone

91

92

93




94

95

Checking for changing

monitoring modes

Dynamically for the active

call

96

97

98 Monitoring through IP phones

99

100

101

102

103

104

105

106

107Monitor the call through supervisor with

any mode

After selecting any

mode,put the call ofsupervisor on HOLD


any mode

After selecting any

mode,put the call of agent

on HOLD





any mode

After selecting any

mode,put the call of caller

on HOLD

110 Put the supervisor on HOLDFrom Agent try to do

transfer like #1# Extn


transfer like #2# Extn


transfer like blind to Extn

113 Put the supervisor on HOLD

From Agent try to do

transfer like Warm

transfer to Extn

114 Add an three agents to an ACD group

and make two of them as supervisors

Make a call to that ACD

group

115 Add an three agents to an ACD group

and make two of them as supervisors

Make a call to that ACD

group

116Stoping the active monitoring of one

supervisor by another supervisor

Monitor an active call

through one supervisor

117

118 Add four agents to an ACD group and

make one of them as supervisor

Make three calls to that

ACD group

119Make a call to an ACD

group

120 Make few calls to ACD group

121Make a call to ACD group and agent

accepts the callChecking for 3Pcc

122 Checking for IP phone 1




123

124

125

126Make a call to ACD group and agent

accept the callChecking for IP phone 2

127

128

129

130

131

132

Recording mode is disabled for

supervisor on Dashboard

133Enable only Recording mode for

supervisor on Dashboard

Checking for Recording

Modes for supervisor

from Dashboard

134

135

136

137




138

139

140

141

142

143

Checking for changing

Recording modes

Dynamically

144

145

146

147

148

149

150

151

152

Enter the ratio for Random so that it

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




153

154Make sure that the Random Recording

is enabled with 3:5 ratio of recording





157

158

159

160

161

162

163

164

165Random Recording is enabled for the

active call

166

167




168

169

170

171 Enable random recording for 10:10

Make 11 calls to that ACD

group agent (who has the

enabled ratio)

172Make sure that the static Recording is

enabled

173

174Make sure that the static Recording is

enabled

175

176

177

178

179

180 Enable static recording for specifiedtime

Make few calls in thattime

181




182 Make a call to an ACD group

183

Change the recording mode of an

agent from Random to Static or Staticto Random for 2 or 3 times

184 Agent should be enabled with

Random/Static recording

185 Dynamic update of recording modesMake a call to an ACD

group

Enable both Recording and

monitoring options on Dashboard

186

For an ACD group add two agents and

make one of them as supervisor.

Disable the Recording option for the

Supervisor on Admin dashboard.

Make an ACD call to the

group to which that

supervisor belongs to

187Register IP Phone 1 of the supervisor

on two phones

188

189

190

Make an ACD call ->Open Agent A's

ACD Web Live Monitor and start

recording the active call

191




18th

Aug,2009

Description Test Data Expected Result

On ACD Web Live Monitor,check for the

agents 'Login Since 'time

“Login Since” time should be displayed as

DD:hh:mm:seconds

Check for the Agent ”“Login Since”” time

“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

Check for the ““Login Since”“ of that agent

in ACD Web Live Monitor

““Login Since”” for that agent in all other

groups should not be disturbed

Check for the ““Login Since”” of that agent““Login Since”” of that agent should be

displayed according to the group added time

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”” for that agent should start

from 00:00:00:00

Check for the Agent ”“Login Since”” time

“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

Check for CPU usage It should not take much CPU usage

Select any drop down and leave it until the

ACD Web Live Monitor is restarted

The drop down selected should not be seen

on ACD Web Live Monitor after the restart

nitor

INTERFACE




Check for an agent's “Login Since” time in

both the ACD Web Live Monitor's

“Login Since”” of that agent should be shown

same [according to the ACD server login] in

both the ACD Web Live Monitor's

Check for the calls in ACD Web Live

Monitor

Everything should be as Expected and

nothing should be overlapped.

Click on the sorting icon of Agent Name All the agents should be displayed in sorted

order

Click on the sorting icon of Queue Name All the Queue's should be displayed in sorted

order

Check for few functionalities of ACD Web

Live Monitor in all the browsers

All the functionalities should work as

expected

When both of them are opened,close any

one of them

The one which is opened should remain and

the ACD Web Live Monitor should not crash

Click on “All” Tab on New ACD Web Live

Monitor

The New Web ACD Web Live Monitor should

be visible in Splitter with ACD Agents,

Waiting Calls and Active calls sections

Check whether the ACD Agents added in

the group are seen in ACD Web Live

Monitor

The ACD Agents that are logged out should

not be seen in ACD Agents panel

Click on “View All Queues” drop down list

and check for the group

The group should not be seen in the drop

down list since no agents are logged in

Login in any of the agent The agent should be logged in

Maximize the ACD Web Live Monitor and

check for the Logged in agent

The newly logged in agent should be seen on


Check whether the ACD Agents logged in

are seen in 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

Click on “View All Queues” drop down list

and check for the group

The group should be seen in the drop down

list

Select the group in the View all Queues list The Agents in the group that are logged inshould be displayed under ACD Agents panel

Click on ACD Agents TabThe agents in that group that are logged in

should be seen in ACD Agents panel

Check the Agent name under ACD Agents

panel

The names of the ACD Agents who logged in

should be seen under Agent Name in ACD

Agents panel




Check the Queue name under ACD Agents

panel

Agents with their respective Queue name

should be displayed under

Check the Login time under ACD Agents

panel

The ACD agents Login time time should start

from zero and the login time should be

according to their respective login order

Check whether the ACD Agents added in

the group are seen in ACD Web Live

Monitor

The Newly added agent should not seen in

ACD Web Live Monitor since the agent is

logged out

Login the agent through 9997The logged in ACD agent should be seen in


Check for the agent 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

Accept the call on agent and check for the

phone icon for that agent on ACD Web Live

Monitor

The Phone icon should be shown for the

agent only for that particular group but not to

all the groups he belongs to

Check for the agent in ACD Web Live

Monitor

The agent(who is part of selected ACD

groups) should be visible on ACD Web Live

Monitor with their respective group names

Check whether the group is deleted or notSystem should alert to Logout the Agents and

then delete the group

Check for the agent in that group in ACD

Web Live Monitor

The deleted agent should be removed from

that particular group from ACD Web Live

Monitor and should be visible on other groups

Check for the logged out agent in ACD

Web Live Monitor

The logged out agent should not be seen in

any of the groups on ACD Web Live Monitor

Check for the user on ACD Web Live

Monitor and delete the user from the

account

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”

Check for the ACDgroup in the ACD Web

Live Monitor under 'Filter by Queue' ACD group should be displayed

Select that ACD group and check for

agents

Agents who belong to that group should be

displayed




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

Check for the agents and the ACD group

Agents who is logged out should not be seen

on the ACD Web Live Monitor and ACD

group along with the other agent should beseen on ACD Web Live Monitor

Check for the group and agents

Newly created group along with the agents

should be seen on ACD Web Live

Monitor(under 'Filter By Queue' and 'ACD

agents'.

Check for the login time of the agents(for

the above described group)

Login time should start from the time of

creating the agents in that particular group

and not according to their previous login time

Check for the agent under 'ACD agents' in


Agent(of that particular group) should not

displayed but he should be seen as an agent

for other groups he belongs to.

Check fro the group and its respective

agents in ACD Web Live Monitor

ACD group(along with its respective agents)

should be deleted and should not be seen on

the 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

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.

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

Supervisor should be able to enable

Recording and 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

Agent should get removed from the group

and supervisor should not be able to monitor

or record the call of that agent

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

Agent should get removed from the group

and supervisor should not be able to monitor

or record the call of that agent

Check for the missed call in agents page of

Admin dashboard-->Queue Reports-->

Agents and also in ACD Web Live Monitor

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 ]

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)

After logging in the agent,he should be seen

under ACD agents and the phone icon should

be seen beside the agent




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 inthat user using 9997

User along with the respective group nameshould be displayed on ACD ACD Web Live

Monitor

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




Monitor

Add that user to an ACD group and log in

that user using 9997



Monitor

Check for dynamic update of all abovedescribed changes

All the changes done on dashboard shouldbe reflected on ACD Web Live Monitor

without refreshing the window

After enabling the mode to the agent,

remove the agent from the group and re-

add him to the same group. Check the ACD

Web Live Monitor regarding this

After re adding the agent,the modes should

not be displayed to that agent

Check for the monitoring and recording

modes for the non-saas accounts

Monitoring and recording modes should work

for Non-saas accounts

Check for Supervisory Mode under ACD

Agents panel

Supervisory mode field should be blank in


Click on agent to enable modes Should not display options

Check for Call Recording field under ACD

Agents panel

Recording Mode” field should be blank in


Click on agent to enable modes in ACD

Web Live Monitor

The agents left click options Should not

display

Calls come to ACD GroupCalls should be seen under Waiting calls in


Click on Waitings Tab in ACD Web Live

Monitor

The waiting call should be seen under waiting

calls tab

MONITORING MODES




Check the No. of the calls Waiting calls

panel

The No. of calls should be seen in proper

order in Waiting calls panel

Check for Caller ID under Waiting calls

panel

The called ID should be seen as set for the

caller Waiting calls panel

Check for Waiting since under Waiting

calls panel

The waiting time should start from 0 mins

Waiting calls panel

Check for Queue Name under Waiting

calls panel

The Queue Name should be seen properly

Waiting calls panel

Place the mouse over on the Waiting call

and Check for the agents who all are

ringing in that ACD group

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

Refresh the ACD Web Live Monitor

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,check for the

stuck calls are not going off from ACD Web

Live Monitor

After restart the ACD server,stuck calls

should get removed from ACD Web Live

Monitor

Accept any one of the waiting calls

The Answered call should disappear from

Waiting Calls and should be seen under

Active Calls

Check the No. of the calls Active calls

panel

The No. of calls should be seen in proper

order in Active calls panel

Click on Active calls Tab on ACD Web Live

Monitor

The accepted call should be seen under

Active calls Tab

Check the “Agent Name” of the calls Active

calls panel

The Agent who accept the the call should be

seen under Agent Name in Active calls Panel

Check the “Caller ID” of the calls Active

calls panel

The called ID should be seen as set for the

caller in Active calls panel

Check the “On call since” of the calls Active

calls panel

The Time should start from 0 mins in Active

Call panel

Check the “Queue Name” of the calls

Active calls panel

The respective Queue name should be

displayed on which the call is active in Active

Call panel

Left Click the active call in the ACD Web

Live Monitor

No options should be displayed in ACD Web

Live Monitor


Live Monitor

Recording options should be disabled and

silent mode should be activated for the agent




Check for all the supervisory modes for

supervisor on active call

All the remaining supervisory modes should

be disabled except silent mode




be disabled except whisper mode




be disabled except Barge in mode


Live Monitor

Supervisory modes (Silent, Whisper and

Barge-in)should be displayed

Select soft phone from “Select phone” drop

down list on the ACD Web Live Monitor

“Soft Phone” should be seen on ACD Web

Live Monitor and the supervisor should able

to monitor the calls through soft phone

Select silent mode to supervise the active

call

The monitoring call should ring at the soft t

phone of the supervisor

Reject the call at supervisor's soft phoneCall should hang up and no action should be

taken


Live Monitor and Select silent mode again

to supervise the active call

The monitoring call should ring at the soft t

phone of the supervisor

Change the soft phone to IP Phone when

the call is ringingCall should ring at soft phone only

Let the call go for time outThe call should ring at soft phone for 3mins

and then disconnect

Accept the call at soft phone

The selected mode (silent) should be seen

under Supervisory mode in ACD Agents

panel

Check whether an IVR is played at the soft

phone after accepting the call

n s ou p ay or ynam ca y c ang ng

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

ress * to exit

Press 1 from supervisors soft phone tomonitor the call in silent mode

The monitoring call should not be disturbedas the silent mode is already enabled

Left click the active call / press the options

on DTMF and try to select other monitoring

mode again for the same call

Changed mode should be displayed beside

the agent

Try to disable the silent mode Should not allow to uncheck




Check for voiceThe supervisor should able to hear the

conversation between Agent and the caller

Press 2 from soft phone to change to

whisper mode dynamically

The silent mode of recording should change

to whisper mode dynamically

Check whether the mode updated under

ACD Web Live Monitor->ACD Agents panel-

>Supervisory mode

The recording mode should be updated to

whisper from silent

check with the active call left click optionsThe whisper mode should be checked and

the rest of the modes should be enabled

Check for all the above functionalities with

IP Phones that are performed for softphone All the scenarios should wok as expected

Check whether the supervisor is getting

any IVR after enabling the whisper mode

The supervisor should be played an IVR

“whisper mode is been enabled”

Check for voice

Both the Agent and the supervisor should

able to communicate with each other but not

the caller with supervisor

Press 3 from soft phone to change to Barge

in mode dynamically

The whisper mode of recording should

change to Barge in mode dynamically

Check whether the agent is getting any

IVR after enabling the Barge-in mode

The agent should be played an IVR

“supervisor joining the call”

Check whether the mode updated under

ACD Web Live Monitor->ACD Agents panel-

>Supervisory mode

The recording mode should be updated to

Barge in from whisper

Check for voice All the three i.e caller,Agent and the

supervisor should able to communicate

check with the active call left click optionsThe Barge in mode should be checked and

the rest of the modes should be enabled

Press 1 from supervisors soft phone to

monitor the call in silent mode

The Barge in mode should be dynamically

changed to Silent mode and the change

should be applicable where ever it should

From supervisor,try to change the

monitoring modes from one to another

through DTMF as well as from ACD Web

Live Monitor

Modes should not not be changed(can be

observed on ACD Web Live Monitor) eitherfrom DTMF or ACD Web Live Monitor




Live Monitor


observed on ACD Web Live Monitor) either

from DTMF or ACD Web Live Monitor







Live Monitor


observed on ACD Web Live Monitor) either

from DTMF or ACD Web Live Monitor

When the supervisor is on HOLD,try to do

transfer to some Extn,after the transfer

check for the supervisor

As soon as transfer is done,supervisor

should get disconnected.





should get disconnected. Caller should be

able to leave a voicemail











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)

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


call from one supervisor(ACD Web Live

Monitor) and after sometime try to monitor

the same call from another

supervisor(through 9997)

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

Stop the active monitoring by another

supervisor through 9997 or DTMF

Monitoring should stop and the respective

mode should disappear beside the agent in


Enable the monitoring for the same callfrom the supervisor who stopped the

existing monitoring

Supervisor should be able to monitor the call

Accept the call on the agents and try to

monitor all the calls from at a time

supervisor

Supervisor should be able to monitor all the

three calls

Accept the call on agent and from

supervisor monitor the call. At this time

disable the monitoring options for the

supervisor from Admin dashboard

Supervisor should not get the monitoring

options for that call and already existing

monitoring should continue

Accept the calls on agents and try to

monitor the calls from supervisor

supervisor should be able to monitor the call

one after the other

Select IP phone 1 on ACD Web Live

Monitor to monitor the call

The select phone should set to IP Phone1 on


Try to monitor the active call in whisper

mode by left click and select the whisper

mode

The monitoring call ring at IP1 of the

supervisor





any IVR after enabling the whisper mode


“whisper mode is been enabled”


IVR after enabling the whisper mode



Check for voiceBoth the Agent and the supervisor should

able to communicate with each other

Select IP phone 2 on ACD Web Live

Monitor to monitor the call

The select phone should set to IP Phone2 on


Try to monitor the active call in Barge in

mode by left click and select the Barge in

mode

The monitoring call ring at IP2 of the

supervisor


any IVR after enabling the Barge in mode


“Barge in mode is been enabled”


IVR after enabling the Barge in mode



Check whether the caller is getting any IVR

after enabling the Barge in mode

The caller should be played an IVR


Check for voiceCaller, Agent and the supervisor should able

to communicate with each other

Left click the agents in the group in ACD

Agents panel

No options should be displayed in ACD Web

Live Monitor

Left click the agents in the group in ACD

Agents panel

Recording options(Random,Ad-Hoc

(disabled) and static) should be displayed in


Enable Random/Static recording and check

whether the Recording mode updated

under ACD Web Live Monitor-> ACD

Agents panel->Recording mode

The recording mode should be updated

Enable Ad-Hoc recording to the active call

The Ad-Hoc recording mode should be

checked and the rest of the modes should

also be enabled

While the Ad-Hoc recording is going on leftclick on the Active call and check for the

recording options

The other two recording options should bedisabled

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

The other two recording options should be

enabled

RECORDING MODES




Select any mode and enable it to the agent

The recording mode should be enabled to

that agent and the existing Ad-Hoc recording

should be continued till the end of that call

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

supervisor should be able to enable the

recording mode to that agent

Check whether the call record is seen in

Admin dashboard->Queue Reports

Call record should should be seen for the

newly recording call

Try to disable the Ad-Hoc recording mode

by UN checking it

Ad-Hoc recording mode should be disabled

and call recording should be stopped

Try to down load the call record from Admin

DashboardRecorded call should be down loaded

Left click on any of the agent of which thesupervisor belongs to

Recording options(Random and static)

should be displayed in ACD Web Live

Monitor

Select Random Recording

ACD Random recording window should be

opened to enter the ratio of calls to be

recorded

Enter an invalid ratio System should alert

Enter a valid ratio of call to be recorded and

click on OK

System should accept the ratio and the Ad-

hoc recording should be stopped

Check whether the active call is recorded inRandom

The active call should not be recorded

Check whether the recording

mode(Random) enabled is displayed under

recording modes in ACD Agents panel

The recording mode should displayed as

Random

Disconnect the active call and check for the

Recording mode on ACD Web Live Monitor

The Recording Mode should be seen as

Random under Recording Mode in ACD

Agents panel

Try to down load the call record from Admin

DashboardRecorded call should be down loaded

Enable random recording in full screenmode

Random recording should be enabled

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

Ad-Hoc recording should be enabled to the

agent for that call




Hang up the above described call and

check for the word “Random” beside the

agent

The word “Random” should be seen beside

the agent

Try to change the recording mode from

Random to any other mode before the

selected ratio expires

User should able to change the recording

mode

Make five ACD inbound calls to the ACD

Group

All the five calls should be recorded

automatically after agent accepts the call

Check for the recording mode in ACD Web

Live Monitor after accepting the 1st call

Random Mode of recording should be seen

under call Recording Mode in ACD Agents

panel





panel





panel





panel





panel

Check the no. of call recorded out of the

above five calls in Admin Dashboard

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

While recording a call with

Random,uncheck the Random recording

for that call from ACD agents pane and try

to enable Static

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

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

Ad-Hoc should be in disabled mode and the

random recording should continue


Random to static for the active call

ACD static call recording window should be

opened with blank start and End time fields

Enter invalid start and End Times and save

the settingsSystem should alert

Enter valid start and End Times and save

the settings

System should accept the time ,Static should

be seen beside the agent and the Random

recording should not be stopped




Check whether the active call is recorded in

static modeThe active call should not be recorded

Check the recording mode(static) enabled

is displayed under recording modes in ACD

Agents panel

The recording mode should displayed as

static

Disconnect the active call and check for the

Recording mode on ACD Web Live Monitor

The Recording Mode should be seen as

Static under Recording Mode in ACD Agents

panel

When the 11

call is hanged up,check

whether the Random recording is still

enabled for that a ent

Random recording should disappear for that

agent after accepting 10 calls

Make a new ACD call and Agent accept

the call

The call should be recorded with static mode

of recording automatically after accepting the

call


Static to any other mode before the

selected time expires(when there is no

active call to that agent)

User should able to change the recording

mode

Make no call to the agent with in the time

limit whose recording is enabled

Static recording mode should be seen under

recording mode in ACD agents panel

Make an ACD call after the static recording

time expire

Static recording mode should be not be seen

and should disappear

Make Maximum No. of calls to the ACD

Group

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

Try to down load the call record from AdminDashboard

Recorded call should be down loaded

While recording a call with static ,uncheck

the Static recording for that call from ACD

agents pane and try to enable Random

The word “Random” should be seen beside

the agent (replacing the Static) and the Static

recording should not be stopped for that call

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

Ad-Hoc should be in disabled mode and the

static recording should continue

Accept the calls after the specified time

completes,accept a new call and check for

the word “Static” beside the agent

The word “Static” should disappear for that

agent and recording should not happen

further

Enable Static recording to agent1 of groupA

and enable static recording to agent2 of

groupB

Both the agents should be enabled with Static

recording mode




Accept the call on agent and record the

call,when recording is happening,refresh


ACD Web Live Monitor should be refreshed

and recording should be continued

Check for the modes after enabling any of

them

The latest enabled mode should be displayed

beside the agent

Left click on that agent under ACD Agents

pane and uncheck the enabled recording

mode

Recording mode should be disabled for that

agent

Accept the call on agent and from

supervisor record the call. At this time

disable the recording option for the

supervisor from Admin dashboard

Supervisor should not get the recording

options further for that call and already

existing active call recording should continue


call from one supervisor

Supervisor should be able to monitor the

call,even if the recording options are

disabled on dashboard

Try to monitor and record as wellThe monitoring call should ring at both the

phones

Try to accept the call on both the phones at

the same time

The monitoring call should be accepted on

only one phone and should able to monitor

and record the call

Enable any two agents(A and B) as

supervisors in a group from Admin

dashboard

Check whether both the supervisors could

able to monitor and record the active call

Close Agent A's ACD Web Live Monitor

and open Agent B's ACD Web Live Monitor

and check for the Supervisor mode

The supervisor mode that enabled by the

Agent A should be carried to Agent B's ACD

Web Live Monitor

Try to change the Supervisor mode from

Agent B's ACD Web Live Monitor Should able to change the supervisor mode




Actual ResultStatus

(Pass/Fail)

Remarks Bug ID

Same as Expected Pass



Same as Expected Pass 6996







Missed Calls

Project Name: ACD Web Live Monitor

Author :

Reviewed By:

TC_ID Pre-Condition

MISSED CALLS

Agent logged into his Live Monitor

1Login to Web Live Monitor of the Agent who is not a

supervisor of any group

2Make the agent as a supervisor of any ACD group

and refresh the LM

3Make the agent as a supervisor of any two ACD

groups(Group A and B) and refresh the LM

4 Group doesn't have any missed calls

5 click on Missed calls Tab

6

7 Group A and B doesn't have any missed calls

8Make a call to Group A and disconnect the call from

caller before agent accept the call

9

10

11Call to Group B and the ACD call went to Empty

Queue overflow to DID

12

13

14

15

16



Missed Calls

17

18

19

20 The ACD call is Timed out and reached to voicemail

21

22The Queue has more than 50 missed calls(Group

A and B)

23 Select 25 calls to view from the dashboard

24 click on Download drop down list

25

26

27

28 Open the saved Missed calls file




32Call to ACD Queue and the call should overflow to

New Queue

33

34 Click on Down load to down load Missed calls

35

36

37



Missed Calls

38

39

40

41

42

43 Open the saved Missed calls file

44Change the existing Time Zone of the system to

some other

45

46 Make a call to an ACD group

47

Select a supervisor who is having missed calls report

and remove the supervisor option from Admin

dashboard

48 Add two agents to the ACD group and make them as

supervisors to that group

49Remove the supervisor option for an agent in an

ACD group

50 Add an agent(who is already a supervisor in ACDgroupA and ACD groupB) to ACD groupC and make

him as supervisor

51

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

52 Add an existing agent to a new ACD group and

make him as supervisor

53

In an user's(logged in agent) edit page,check an

ACD group and make him as supervisor to that

group

54For an ACD group,in Empty Queue Overflow ,put

overflow to some other queue


overflow to ACD DID


overflow to Voicemail



Missed Calls

57For an ACD group,in Queue Overflow options ,put


58For an ACD group,in Queue Overflow options,put

overflow to ACD DID

59 For an ACD group,in Queue Overflow options ,putoverflow to Voicemail

60For an ACD group,in Queue Timeout Overflow ,put


61For an ACD group,in Queue Timeout Overflow ,put

overflow to ACD DID

62For an ACD group,in Queue Timeout Overflow, put

overflow to Voicemail

63 ACD group which is being deleted should have some

Missed calls



Missed Calls

Executed Date:

Creation Date:

Reviewed Date:

Scenario

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



Missed Calls

Check for the column Status


Check for the column Time

Check for the call in missed calls pane


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 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



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


the supervisor is getting Missed Calls or not


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





Missed Calls





When the agents in that overflow group are ringing ,hangup 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)



Missed Calls

18th

Aug,2009

Expected Result Actual ResultStatus

(Pass/Fail)

Missed calls tab should not appear of the agent on his LM Same as Expected Pass

Missed calls tab should appear of the agent on his LM Same as Expected Pass

Missed calls tab should appear for the agent on his LM Same as Expected Pass

Missed calls pane should be empty Same as Expected Pass

The Drop downs Filter By Queue, Select Phone and

Download should be disabled by defaultSame as Expected Pass

The No. call to be displayed is to be listed(25,50,75,100) Same as Expected Pass

No calls should be displayed in Missed calls pane Same as Expected Pass

No calls should be displayed in Missed calls pane Same as Expected Pass

The call should be displayed as Abandon in Missed calls pane Same as Expected Pass

The Destination column should be displayed as empty Same as Expected Pass

Missed calls pane should be empty Same as Expected Pass

The status of the call should be displayed as ' Empty Queue '

in Missed calls paneSame as Expected Pass

The last call should be displayed as the latest in the list Same as Expected Pass

The latest call should be displayed as s.no 1 Same as Expected Pass

The callers caller ID should be displayed Same as Expected Pass

Group B name should be displayed in Queue Name Same as Expected Pass



Missed Calls

The status of the call should be displayed as Empty Queue in

Missed calls paneSame as Expected Pass

The DID given in the overflow options should be displayed Same as Expected Pass

The Time and Date of the call should be displayed Same as Expected Pass

The call should be seen in Missed calls Same as Expected Pass

The voicemail should be displayed Same as Expected Pass

The latest 25 call should be displayed in the Missed calls pane Same as Expected Pass

The no. of call selected to view in the Missed call pane should

be displayed in drop down list to down load Same as Expected Pass

“MissedcallsDetails.xls ” window should be opened Same as Expected Pass

Missed calls file should be opened to View Same as Expected Pass

The Missed call f ile should be saved in the specified location Same as Expected Pass

The no.of calls down loaded should be equal to the selected

no.of calls in the drop down list to down loadSame as Expected Pass

All the existing 50 calls should be displayed in the Missed calls

paneSame as Expected Pass

Missed calls pane should display the existing 50 calls Same as Expected Pass

Missed calls pane should display the existing 50 calls Same as Expected Pass

The status should be sen as over flow to new Queue Same as Expected Pass

The new Queue name should be seen Same as Expected Pass

ACD Missed calls Report window should be opened Same as Expected Pass

System should alert Same as Expected Pass

ACD Missed calls Report window should be closed Same as Expected Pass

The ACD Missed calls Report window should be closed Same as Expected Pass



Missed Calls

The From and To fields should be empty Same as Expected Pass

System should accept Same as Expected Pass

“opening MissedcallsDetails.xls ” window should be opened Same as Expected Pass

Missed calls file should be opened to View Same as Expected Pass

The Missed call f ile should be saved in the specified location Same as Expected Pass

The no.of calls down loaded should be with in the Time limit

givenSame as Expected Pass

Time for the Missed calls(existing and further) should be

displayed as per the selected Time Zone in the systemSame as Expected Pass

Missed calls should be displayed even if the Live Monitor is

opened in Full screen mode Same as Expected Pass

Appropriate call flow should be there for the call made Same as Expected Pass

Missed calls should not be shown Same as Expected Pass

Both the supervisors should get the Missed Calls(new and

old)Same as Expected Pass

Missed calls' tab should not be present for that agent Same as Expected Pass

Missed calls of ACD groupC (old / new) should be shown

under “Missed Calls” tab of supervisor Same as Expected Pass

Last 100 Missed Calls should be shown according to the time

order Same as Expected Pass

Newly added supervisor should get the Missed Calls (new and


Newly added supervisor should get the Missed Calls (new and


The Missed call should be shown with exact call flow Same as Expected Pass





Missed Calls







Missed calls should not be carried to this group even if it is

created with the same name.Same as Expected Pass



Missed Calls

Remarks Bug ID

acd testcases

Documents