Introduction
This page aims to provide a generalized checklist containing tests of the most basic jtel system functions (minimal requirements) which need to be tested after a jtel release update on your system.
This page may not contain all required tests specific to your system.
Glossary
| Word | Explanation |
|---|---|
| A-Party | The caller |
| B-Party | The called party |
| C-Party | C-Party or Third party |
Checklist
| Topic | Case Nr. | Case-Description | Expected Result | Additional Information |
|---|---|---|---|---|
| Log-in/out | 1 | Log-in to the jtel ACD Portal or Mini-Client as you are used to do. In case you use the Mini-Client please use the newest version of the Mini-Client. It can be downloaded here: | The connection to the portal works. The to you known functions in the mini client are available and working. | Make your tests via the jtel ACD Portal (browser) or via the jtel Mini-Client. |
| Inbound Telephony | 2 | The A-Party makes an inbound call to the system and enters an ACD-Group queue. The call is then distributed to the B-Party. | The B-Partys telephone rings and the B-Party picks the call up. The A-Party and B-Party can hear each other. | The display in the Agent Home and Mini Client should change and provide all information relevant to the call, as well as the call-control functions. |
| Call transfers | 3 | Repeat the steps in Case Nr. 2. Afterwards, use the configured call-control functions of the jtel portal Agent Home (or Mini-Client) to transfer the call to the C-Party. | Blind Transfer: A-Party and C-Party will now be connected, if the C-Party picked the phone up. A-Party and C-Party can hear each other. Transfer with Query Options: B-Party and C-Party will now be connected, if the C-Party picked the phone up. B-Party and C-Party can hear each other. The B-Party can now finish the transfer, after which the A-Party and C-Party will be connected. A-Party and C-Party can now hear each other. Guided Transfer: A,B and C-Party are now connected and can hear each other. The A-Party has the choice to conclude the transfer, after which B and C-Party will be connected. B and C-Party can now hear each other. | |
| Outbound Telephony | 4 | The A-Party uses the jtel portal Agent Home (or Mini-Client) to start an outbound call. The B-Party picks the phone up. | The agents telephone (A-Party) rings and he picks up. The phone of the called party (B-Party) rings and he picks up. The agent and the called party can hear each other. | The display in the Agent Home and Mini Client should change and provide all information relevant to the call, as well as the call-control functions. |
| Media Events | 5 | Many mechanisms are available to conclude this test. It is best that you use the same methods which will be used during your service hours. | The media event is distributed to an available agent. The agent opens the event and is able to use the available event functions like callback, e-mail, voicemail ... or chat. The agent is for example able to distribute the event to another agent. The agent is able to finalise, close the event. | Testing is not required, if media events are not used on a daily basis. |
| Reports | 6 | Many reports are available. It is best that you use the same reports that are used on a day-to-day basis. | The report is executable and downloadable in the specified format (.pdf, .xls, etc.). The file can be opened and contains the specified statistical data. | Testing is not required, if reporting is not used on a daily basis. |
| Report-Subscriptions | 7 | Many reports are available. It is best that you use the same reports that are used on a day-to-day basis. | You can execute a report subscription by processing the action option "send". The report subscription is sent to the configured e-mail address. The report was sent in the specified format (.pdf, .xls, etc.). The file can be opened and contains the specified statistical data. | Testing is not required, if subscriptions are not used on a daily basis. |