Introduction
This page aims to provide a generalized checklist containing tests of the most basic jtel system functions 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 |
|---|---|---|---|---|
| Inbound Telephony | 1 | 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 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 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. 1. Afterwards, use the call-control functions of the jtel portal Agent Home 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: 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. The A-Party can now finish the transfer, after which the B-Party and C-Party will be connected. B-Party and C-Party an 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 | 4 | The newest version of the mini client should be used for the tests. It can be downloaded here: | The 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 functions like callback, e-mail or chat. The agent is able to for example distribute the event to another agent. The agent is able to 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. | |
| 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. | The report subscription is sent to the configured e-mail adress. The report was sent in the specified format (.pdf, .xls, etc.). The file can be opened and contains the specified statistical data. |