Topic | Case Nr. | Case-Description | Expected Result | Additional Information |
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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: https://wiki.jtel.de/x/aAGKAQ | 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 | 12 | The A-Party makes an inbound call to the system and enters an acdACD-group Group queue. The call is then distributed to the B-Party. | The B-Partys telephone rings and they pick 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 | Outbound Telephony | 2 | The A-Party uses the jtel portal Agent Home 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 they pick up. The agent and the called party can hear each otherB-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. 12. 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: 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. Transfer with Query Options: AB-Party and C-Party will now be connected, if the C-Party picked the phone up. AB-Party and C-Party can hear each other. The AB-Party can now finish the transfer, after which the BA-Party and C-Party will be connected. BA-Party and C-Party an 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. Mini Client |
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Outbound Telephony | 4 | The newest version of the mini client should be used for the tests. It can be downloaded here: https://wiki.jtel.de/x/aAGKAQ 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 functionsThe connection to the portal works. All functions in the mini client are available and working. |
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 avaliable available event functions like callback, e-mail, voicemail ... or chat. The agent is for example able to for example 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 s report subscription by processing "send now". The report subscription is sent to the configured e-mail adressaddress. 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. |