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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‖
option should be checked
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 &
Make sure that some file is
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
– -- --
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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
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ACD Call Scenarios
23Dial IVR+ACD Gextn (with
Queue Timeout 60 secs and
enable ―Skill Based‖ option)
24―Announce ACD Greeting‖
option should be Unchecked
25―Announce Position in Queue‖
option should be checked
26―Announce Position in Queue‖
option should be UNchecked
27―Call Redistribution Time‖ field
should have valid input
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
–Provide valid data in ‖Maximum Number of Waiting Calls‖ field
– ―Announce ACD Greeting‖ option should be Unchecked
-- ―Announce Position in Queue‖ option should be UNchecked
– ‖Announce Voicemail‖ should be checked
– ―Call Redistribution Time‖ field should have valid input
–Provide valid input in 'Announcement Frequency' field –Make sure that no file is selected in File--> Music Files-->Announcement File
– -- --
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ACD Call Scenarios
33
Repeat the steps from 23 to 32
& make sure no file is selected in
File--> Music Files-->
Announcement File
34
Make sure that some file is
selected in File--> Music Files--
>Music on Hold / Promotions
35 Supervisor Recording a call
36 Supervisor Monitoring a call
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)
–Provide valid data in ‖Maximum Number of Waiting Calls‖ field
– ―Announce ACD Greeting‖ option should be Unchecked
-- ―Announce Position in Queue‖ option should be UNchecked
– ‖Announce Voicemail‖ should be Unchecked
– ―Call Redistribution Time‖ field should have valid input
–Provide valid input in 'Announcement Frequency' field
–Make sure that no file is selected in File--> Music Files-->Announcement File – -- --
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ACD Call Scenarios
43―Announce ACD Greeting‖
option should be Unchecked
44―Announce Position in Queue‖
option should be UNchecked
45‖Announce Voicemail‖ should be
UNchecked
46―Call Redistribution Time‖ field
should have valid input
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
50 Supervisor Recording a call
51 Supervisor Monitoring a call
52
53
54
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ACD Call Scenarios
55
56
57
58Dial IVR+ACD Gextn (with
Queue Timeout 120 secs and
enable ―Random‖ option )
59―Announce ACD Greeting‖
option should be checked
60―Announce Position in Queue‖
option should be UNchecked
61‖Announce Voicemail‖ should be
checked
62―Call Redistribution Time‖ field
should have valid input
63
64
Repeat the steps from 58 to 63 &
make sure that some file is
selected in File--> Music Files-->
Announcement File
–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 UNchecked
– ‖Announce Voicemail‖ should be checked
– ―Call Redistribution Time‖ field should have valid input
–Provide valid input in 'Announcement Frequency' field –Make sure that some file is selected in File--> Music Files-->Announcement Fil
– -- --
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ACD Call Scenarios
65
Make sure that no file is selected
in File--> Music Files--> Music on
Hold / Promotions
66 Supervisor Recording a call
67 Supervisor Monitoring a call
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
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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
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ACD Call Scenarios
91ACD group should be set with
disaster to PSTN number Dial IVR+ACD GExtn
92ACD group should be set with
disaster to IVR
Dial ACD DID and give Extn
when IVR is heared
93ACD group should be set with
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
In Routing Plan of user, put sip:
ACD DID(call should be
distributed based on ―Longest
Idle Time‖ )in first priority
Dial User DID from softphone
as dialer
101
In Routing Plan of user, put sip:
ACD DID(call should bedistributed based on ―Longest
Idle Time‖ )in first priority
Set IP1 in call logs and click onuser Extn
102
In Routing Plan of user, put sip:
ACD DID(call should be
distributed based on ―Longest
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
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ACD Call Scenarios
103 Set Softphone in call logs Dial ACD DID
104 Set IP1 in call logs Dial IVR+ACD GExtn
105 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
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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
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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
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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
149If the Queue overflow option is
“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
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ACD Call Scenarios
152
153
154 Queue overflow optionsIf the Queue overflow option is
“New Queue”
155
156
157If the Queue overflow option is
“DID”
158
159
160
161
162
163If the Queue overflow option is
“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
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ACD Call Scenarios
165
166
167 Queue overflow optionsIf the Queue overflow option is
“New Queue”
168
169
170If the Queue overflow option is
“DID”
171
172
174
175
176
177If the Queue overflow option is
“Voicemail”
178
ACD Group1 ( Medium priority)
should contain atleast one agent
who is logged in
Dial ACD DID
QUEUE TIMEOUT OVERFLOW
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ACD Call Scenarios
179 Queue Timeout overflow settingsIf the Queue overflow option is
“New Queue”
180Enable call forward to userB on
userA
181
182If the Queue overflow option is
“DID”
183
184
185
186
187
188If the Queue overflow option is
“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
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ACD Call Scenarios
192
193If the Queue overflow option is
“DID”
194
195
197
198
199
200If the Queue overflow option is
“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
Queue Timeout overflow option
of that group should be to any
PSTN number
203
Group should have atleast one
agent logged in(reject the call on
agent)
Queue Timeout overflow option
of that group should be to any
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)
Queue Timeout overflow option
of that group should be to any
PSTN number
AD
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ACD Call Scenarios
206
Queue Timeout overflow option
of that group should be to any
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-
30secs, Queue Timeout-
60secs
Dial ACD DID
210
1.Add two agents (Routing
Plans with only IP1-20secs) in
ACD group.
2.Call Redistribution Time-
30secs, Queue Timeout-
60secs
Dial IVR+ACDGExtn
211
1.Add two agents (Routing
Plans with only IP1-20secs) in
ACD group.
2.Call Redistribution Time-60secs, Queue Timeout-
60secs
Dial ACD DID
Call Redistribution Time & Queue Timeout
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ACD Call Scenarios
212
1.Add two agents (Routing
Plans with only IP1-20secs) in
ACD group.
2.Call Redistribution Time-
60secs, Queue Timeout-60secs
Dial IVR+ACDGExtn
213
1.Add two agents (Routing
Plans with only IP1-20secs) in
ACD group.
2.Call Redistribution Time-
60secs, Queue Timeout-
90secs
Dial ACD DID
214
1.Add two agents (Routing
Plans with only IP1-20secs) in
ACD group.
2.Call Redistribution Time-
60secs, Queue Timeout-
90secs
Dial IVR+ACDGExtn
215
1.Add two agents (Routing
Plans with only IP1-20secs) in
ACD group.
2.Call Redistribution Time-
90secs, Queue Timeout-
90secs
Dial ACD DID
216
1.Add two agents (Routing
Plans with only IP1-20secs) in
ACD group.
2.Call Redistribution Time-
90secs, Queue Timeout-
90secs
Dial IVR+ACDGExtn
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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
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ACD Call Scenarios
Put the Call on Hold from agent side Caller should be able to get the MOH
Record a ACD call using 'Ad-Hoc'Supervisor should be able to Record
the call using 'Ad-Hoc'
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
When Queue records page is
displayed,select the link “DID ” and click
on 'search'
Records of that particular group
should be displayed
When Queue records page is
displayed,select the link “CALLER ID ”
and click on 'search'
Records of that particular group
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
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ACD Call Scenarios
Dial few more ACD Calls which are
greater than the “Maximum Number of
Waiting Calls” given
Ex: Give 'Maximum
Number of Waiting calls'
as 5
All the calls which cross the limit of
'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
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 not
be played to the caller
Check for “Call Redistribution Time'
Ex: Enter “Call
Redistribution Time' as
60 secs
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 ' fieldCheck whether the call is routing to the
Agent who is having highest skill rate
and based on Group Wrap -Up Time
If the ACD agent Wrap-Up Time is
less than the Group Wrap-Up Time,
that ACD agent should not get the call
Call should 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
for 'Queue Timeout and Call
Redistribution time'
Call should follow 'Queue Timeout
and Call Redistribution time' and
should overflow(according to settings
iven
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ACD Call Scenarios
Accept the call on agent2 and Check
for 'Announcement File'
After call is accepted on agent, (After
Wrap -Up Time completes)
Announcement file should not be
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
When Extn user is unavailable, leave a
Voicemail from ACD agent
ACD agent should be able to leave an
Voicemail to the user Extn
Make a Blind transfer to Extn of user Extn user accepts the call on 2nd seq
When call routed to agent1(10),accept
and hang up
Ex:Group wrap-up time is
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
Dial few more ACD Calls which are
greater than the “Maximum Number of
Waiting Calls” given
Ex: Give 'Maximum
Number of Waiting calls'
as 10
All the calls which cross the limit of
'Maximum Number of Waiting Calls'
should follow the OVERFLOW
settin s of that ACD rou
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ACD Call Scenarios
Check for “Announce ACD Greeting” ACD greeting should not be played to
the caller after he makes the ACD call
Check for “Announce Position in
Queue”
Position of the call(in Queue) should
not be announced to the caller
Check for “Announce Voicemail”Voicemail prompt should not be
played to the caller
Check for “Call Redistribution Time'
Ex: Enter “Call
Redistribution Time' as
30 secs
According to the Call Redistribution
Time,call should route to the agents in
ACD group
Check whether the call is routing all the
Agent(s) who is next available and
based on Group Wrap -Up Time
Ex:20 secs(If any agent
accept the call and hang
up,then he will not get the
next call till 20 secs
If the ACD agent Wrap-Up Time is
less than the Group Wrap-Up Time,
that ACD agent should not get the call
Let 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'
After call is accepted on agent, (When
Wrap -Up Time completes)
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
agent is trying to transfer the call to
another user's DID
When DID user is unavailable, leave a
Voicemail from ACD agent
ACD agent should be able to leave an
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
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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
Dial few more ACD Calls which are
greater than the “Maximum Number of
Waiting Calls” given
Ex: Give 'Maximum
Number of Waiting calls'
as 15
All the calls which cross the limit of
'Maximum Number of Waiting Calls'
should follow the OVERFLOW
settin s of that ACD rou
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
not 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
90 secs
According to the Call Redistribution
Time,call should route to the agents
in ACD group
Check whether the call is routing all the
Agent(S) randomly and based on
Group Wrap -Up Time
If the ACD agent Wrap-Up Time is
less than the Group Wrap-Up Time,
that ACD agent should not get the call
Let the call ring on agents and check
for 'Queue Timeout and Call
Redistribution time'
Call should follow 'Queue Timeoutand Call Redistribution time' and
should overflow(according to settings
iven
Accept the call on agent and check for
“Announcement File”
Ex:25 secs(If any agent
accept the call and hang
up,then he will not get the
next call till 25 secs
After call is accepted on agent, (When
Wrap -Up Time completes)
Announcement file should be played
reeting is selected in File-->Music Files--> ACD Greetings )
e
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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
agent is trying to transfer the call to
another user's DID
When Extn user is unavailable, leave a
Voicemail from ACD agent
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
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ACD Call Scenarios
Park the call using 9996
Call should be parked and user should
be able to pick up the parked call
either after 5 minutes or pick up using
the code given
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
Agent should be able to transfer the
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
Agent should be able to transfer the
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
the call on agent and make Blind
transfer to a IVR+ACD GExtn
Agent should be able to transfer the
call
When call comes to ACD group,accept
the call on agent and make Blind
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
Accept the call on any agent in that
ACD group
Caller and callee should be able to
communicate
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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
Accept the call on any agent in that
ACD group
Caller and callee should be able to
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
Caller should be able to leave a
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)
Accept the call on any agent in that
ACD group and make #1# transfer to
user DID
Agent should be able to transfer the
call
Accept the call on any agent in that
ACD group and make #2# transfer touser Extn
Caller should be able to leave aVoicemail to the Extn user
Accept the call on any agent in that
ACD group and make Warmtransfer to
PSTN
Caller should be able to leave a
Voicemail to the Extn user
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ACD Call Scenarios
Accept the call on agent and make
Warmtransfer to ACD DIDCall should be transferred
Accept the call on agent and make
Warmtransfer to INTECall should be transferred
Accept the call on agent and make
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
Don't accept the call on agents ,it
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
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ACD Call Scenarios
Accept the next call on any agent
Low priority group call should be
accepted and this should be seen in
Live Monitor
After accepting the call on agent,make
#2# transfer to Extn of a user
Caller should be able to leave a
Voicemail to the Extn user
Observe the call behaviour 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
Don't accept the call on agents ,it
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 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
Accept the next call on any agent
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
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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
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
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ACD Call Scenarios
Don't accept the call on agent in ACD
group2
When Voicemail is prompted ,user
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 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
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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
should be able to leave a Voicemail to
the ACD group2
Click the “New Queue” and select ACD
group2( High priority) from the listCall should reach ACD group2
Check whether the Overflow details are
seen in Queue Reports of ACD group1
In ACD group1's Queue Reports,
under “Queue Overflow options”,the
details of the Overflow should be seen
Accept the call on ACD agent and
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 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 selected
number
Click 'DID' and select PSTNCall should route to the selected
number
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
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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
Click the “New Queue” and select ACD
group2( High priority) from the listCall should reach ACD group2
Check whether the Overflow details are
seen in Queue Reports of ACD group1
In ACD group1's Queue Reports,
under “Queue Overflow options”,the
details of the Overflow should be seen
Accept the call on ACD agent and
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 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 selected
number
Click 'DID' and select PSTNCall should route to the selected
number
Click 'Voicemail' and UpdateCaller should be prompted to leave a
Voicemail
All the agents in the group should be
unavailable or busy
Call should follow Queue Timeout
overflow settings
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ACD Call Scenarios
Click the “New Queue” and select ACD
group2( High priority) from the listCall should reach the ACD group2
Accept the call on agent and make
Blind transfer to Extn of userA
Call should reach userB,caller and
callee should be able to communicate
Check whether the Overflow details are
seen in Queue Reports of ACD group1
In ACD group1's Queue Reports,
under “Queue Timeout Overflow”
options,the details of the Overflow
should be seen
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 selected
number
Click 'DID' and select PSTNCall should route to the selectednumber
Click 'Voicemail' and UpdateCaller should be prompted to leave a
Voicemail
All the agents in the group should be
unavailable or busy
Call should follow Queue Timeout
overflow settings
Click the “New Queue” and select ACD
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
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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”
options,the details of the Overflow
should be seen
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 selected
number
Click 'DID' and select PSTNCall should route to the selected
number
Click 'Voicemail' and UpdateCaller should be prompted to leave a
Voicemail
Dial ACD DID Call should reach PSTN number
Dial IVR+ACD GExtn Call should reach PSTN number
Dial ACD DID Call should reach PSTN number
Dial IVR+ACD GExtn Call should reach PSTN number
Dial ACD DID Call should reach PSTN number
ITIONAL CASES FOR 'QUEUE TIMEOUT OVERFLOW'
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ACD Call Scenarios
Dial IVR+ACD GExtn Call should reach PSTN number
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
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 as first cycle and again call
should route to another agent for the
remaining 30 secs
Make an ACD DID call and let the call
route to the agent(s)(not on ACD/non ACD call) according to the settings.
Call should route to any agent,ring for
60secs and then call should connectto Voicemail
RANDOM
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ACD Call Scenarios
Make an IVR+ACDGExtn call and let
the call route to the agent(s)(not on
ACD/non ACD call) according to the
settings.
Call should route to any agent,ring for
60secs and then call should connect
to Voicemail
Make an ACD DID call and let the call
route to the agent(s)according to the
settings.
Call should route to any agent,ring for
60secs as first cycle and again call
should route to another agent for the
remaining 30 secs
Make an IVR+ACDGExtn call and let
the call route to the agent(s)(not on
ACD/non ACD call) according to the
settings.
Call should route to any agent,ring for
60secs as first cycle and again call
should route to another agent for the
remaining 30 secs
Make an ACD DID call and let the call
route to the agent(s)(not on ACD/non
ACD call) according to the settings.
Call should route to any agent,ring for
90secs and then call should connect
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
90secs and then call should connect
to Voicemail
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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
Same as Expected Pass clear
Same as Expected Pass clear
Same as Expected Pass clear
Same as Expected Pass clear
Same as Expected Pass clear the records are not generated
immediately.
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.
Same as Expected Pass clear
Same as Expected Pass clear
Same as Expected Pass clear
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ACD Call Scenarios
Same as Expected Pass clear
Same as Expected Pass clear
Same as Expected Pass clear
Same as Expected Pass clear
Same as Expected Pass clear doubt what exactly is call
redistribution time
Same as Expected Pass clear
doubt
Same as Expected Pass clear
Same as Expected Pass clear
Same as Expected Pass clear
Same as Expected Pass clear
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ACD Call Scenarios
Same as Expected Pass clear
the announcement file is played
for 20 secs which is 5 seconds
more than the desired time i.e.
15 seconds.
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ACD Call Scenarios
When we try to enable randomrecording,a small window is
opened with blank screen
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ACD Call Scenarios
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ACD Call Scenarios
Fail Fail NA
Call parking is not working after
doing Blind transfer from the
agent
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
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ACD Call Scenarios
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
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ACD Call Scenarios
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Caller iD is shown as some
junk and ACD call got stuck
under 'Waiting Calls'
7039
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ACD Call Scenarios
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass 7039
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
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ACD Call Scenarios
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
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ACD Call Scenarios
Same as Expected Pass Pass
ACD server crashed when call
is overflow-ing to another
Queue
7043
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass 7164
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
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Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass ACD server crahed in alpha
netwok7164
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
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Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass PassCaller ID is displayed as some
junk on ACD Web Live Monitor 7039
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
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Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass PassCaller ID is displayed as some
junk on ACD Web Live Monitor 7039
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass ACD sever crashed once when
agent is getting logged off.
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
Same as Expected Pass Pass
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Same as Expected Pass Pass
Same as Expected Pass NA
Same as Expected Pass NA
Same as Expected Pass NA
Same as Expected Pass NA
Same as Expected Pass NA
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Pass NA
Same as Expected Pass NA
Same as Expected Pass NA
Same as Expected Pass NA
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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
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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
get logged off automatically
After 20 minutes (agent is in
DND),agent should get logged
off automatically
After 20 minutes, agent should
get logged off automatically
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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
10 Agent is already logged-in as ACD
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
15 Enter Invalid Password
Supervisor Login
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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
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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
Press 3 for both monitoring and
recording
47Recording privilege disabled andsupervisor privilege enabled from
Dashboard
Press 3 for both monitoring andrecording
48Recording privilege and supervisor
privilege enabled from Dashboard
Press 3 for both monitoring and
recording
Supervisor option 3 for both
Supervisor option 4 for Agent Login
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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
Press 4 for Agent Login
51 Agent is already logged-in as ACD
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
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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- 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
IVR should announce- Login Incorrect Same as Expected
ACD 9997 TREE
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IVR should announce- Login Incorrect Same as Expected
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
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, 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- 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
IVR should announce- invalid option Same as Expected
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IVR should announce- Sorry you do not have
supervisor privilegeSame as Expected
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 have
supervisor privilegeSame as Expected
IVR should announce- Sorry you do not have
supervisor privilegeSame 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
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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
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Status Remarks Bug ID
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
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Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
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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
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Pass
Pass
Pass
Pass
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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 :
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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
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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
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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
70 Enter Invalid 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
ACD agentPress 1 to login the Agent
74 Agent is not a part of any
ACD groupPress 1 to login the Agent
75 Agent is already logged-in as
ACD agentPress 2 to login the Agent
76 Agent is not logged-in as
ACD agentPress 2 to login the Agent
Supervisor Login
77 After Dialing 9997 Press 2 for Supervisor Login78 Enter the Supervisors Extension
79 Enter the Supervisors Password
80 Enter Invalid 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
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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
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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
Press 3 for both monitoring and recording
111
Recording privilege disabled
and supervisor privilege
enabled from Dashboard
Press 3 for both monitoring and recording
112
Recording privilege and
supervisor privilege enabled
from Dashboard
Press 3 for both monitoring and recording
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>>
Supervisor option 4 for Agent Login
114
After logging in as supervisor
for a group and Agent is not
logged-in as ACD agent
Press 4 for Agent Login
115
After logging in as supervisor
for a group and Agent is
already logged-in as ACD
agent
Press 4 for Agent Login
Supervisor option 5 for Agent Login
116 Agent is already logged-in as
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
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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
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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
Calls should route to ACD group after
Transfer
Calls should route to ACD group after
Transfer
Calls should route to ACD group for
support buddy
Calls should route to ACD group for
support buddy
Call should go to ACD group from user's
routing planCall should go to ACD group from user's
routing plan
Call should go to ACD group from user's
routing plan
Calls should route to ACD group after
Transfer
Calls should route to ACD group after
Transfer
Call should reach to the ACD DID
Call should reach to the ACD DID
Call should reach to the ACD DID
Call should reach to the ACD Group
Call should reach to the PSTN number
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ACD_CallTypes
call should reach to the ACD DID and the
call should transfer to the Ext
Call should go to the Voice mail of that ext
Call should reach to the ACD Group, after
Transfer Call should disconnect
Call should reach to The Empty Queue
Over Flow DID.
Announcement file should play
Forwards should not work in ACD
Call should go to the Queue timeout
Call should go to Queue timeout over flow,
after 5 mins
Caller should get the MOH
Caller should get MOH and should get
changing Music files
Should appear in the Live monitor in Active
calls screen
Should appear in the Live monitor in
Waiting calls section
Call should not come to that user
Call should reach to the International
Number Call should come to the User
Call should come to that ACD DID
Call should reach to the PSTN number
Call should reach to the ACD DID
Call should reach to the ACD DID
Call should not reach to Disaster number
Call should not reach to Disaster number
Call should not reach to Disaster number
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Call should not reach to Disaster number
IVR should announce- “Welcome to ACD
manager, press 1 to Agent Login 2 to
Supervisor Login
IVR should Prompt for “Agents Extension”
IVR should Prompt for “Agents Password”
IVR should announce- press 1 to Login and
press 2 to logout
IVR should announce- Login Incorrect
IVR should announce- Login Incorrect
IVR should announce- Agent Logged in
IVR should announce- You are already
Logged in
IVR should announce- Sorry we cannot log
you in as you are not part of any ACD
group, please contact your system
administrator
IVR should announce- Agent Logged out
IVR should announce- sorry we cannot log
you out, as you are not logged in
IVR should Prompt for “Supervisor's
Extension”IVR should Prompt for “Password”
IVR should Prompt for “Agents Extension to
Monitor”
IVR should announce- Login Incorrect
IVR should announce- Login Incorrect
IVR should Prompt for “Agents Group
Code”
IVR should announce- press 1 to
Monitoring, 2 to Recording, 3 for both, 4 for
Agent Login, 5 for Agent Logout
IVR should announce- You are not a
supervisor for the 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
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The supervisor should be connected for the
active call, and able to monitor silently
IVR should announce- Sorry you do not
have supervisor privilege
IVR should announce- Sorry there is no
active call to monitor / no agent available
The supervisor should be connected for the
active call, a low tone frequency is should
be played on agents side and supervisor
should be able to monitor and whisper in
agents ear only and there should be no
sound for customer
IVR should announce- Sorry you do not
have supervisor privilege
IVR should announce- Sorry there is no
active call to monitor / no agent available
The supervisor should be connected for the
active call, an announcement file played 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- Sorry you do not
have supervisor privilege
IVR should announce- Sorry there is no
active call to monitor / no agent available
IVR should announce- invalid option
IVR should announce- Sorry you do not
have supervisor 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>>
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ACD_CallTypes
IVR should announce- Sorry you do not
have supervisor privilege
IVR should announce- Sorry you do not
have supervisor privilege
IVR should announce- Sorry you do not
have supervisor privilege
Ad-hoc call recording started and IVR
should announce- Press 1 for silent mode,
press 2 for Whisper mode, press 3 for
Barge-in mode
IVR should announce- Agent Logged in
IVR should announce- You are already
Logged in
IVR should announce- Agent Logged out
IVR should announce- sorry we cannot log
you out, as you are not logged in
The page should be routed to MASK
settings page
It should display only the ACD groups,
other groups should not be visible
It should display all the greetings available
for the account, except **operator and
default greeting
It should display the mask time
period(dates and time)It should display the list box select weekday
with all the seven days of week
It should display the default PST/PDT
timezone
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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
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Remarks
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ACD_Transfers
Project Name:
Author :
Reviewed By :
TC_ID Pre Condition
1
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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
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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#
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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
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#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#
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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
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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
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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
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Ext
Ext
DID
DID
DID
PSTN
PSTN
PSTN
Ext
Ext
Ext
Ext
DID
DID
DID
PSTN
PSTN
PSTN
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Remark
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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
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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
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ACD Web Live Monitor
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
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ACD Web Live Monitor
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
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ACD Web Live Monitor
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
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ACD Web Live Monitor
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
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ACD Web Live Monitor
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
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ACD Web Live Monitor
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
108Monitor the call through supervisor with
any mode
After selecting any
mode,put the call of agent
on HOLD
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ACD Web Live Monitor
109Monitor the call through supervisor with
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
111 Put the supervisor on HOLDFrom Agent try to do
transfer like #2# Extn
112 Put the supervisor on HOLDFrom Agent try to do
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
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ACD Web Live Monitor
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
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ACD Web Live Monitor
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
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ACD Web Live Monitor
153
154Make sure that the Random Recording
is enabled with 3:5 ratio of recording
155Make sure that the Random Recording
is enabled with 5:5 ratio of recording
156Make 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
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ACD Web Live Monitor
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
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ACD Web Live Monitor
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
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ACD Web Live Monitor
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
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ACD Web Live Monitor
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
ACD Web Live Monitor
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
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ACD Web Live Monitor
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
ACD Web Live Monitor
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
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ACD Web Live Monitor
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
ACD Web Live Monitor
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
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ACD Web Live Monitor
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
the ACD Web Live Monitor
User along with the respective group name
should be displayed on ACD ACD Web Live
Monitor
Add that user to an ACD group and log in
that user using 9997
User along with the respective group name
should be displayed on ACD ACD Web Live
Monitor
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
ACD Web Live Monitor
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
ACD Web Live Monitor
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
ACD Web Live Monitor
Click on Waitings Tab in ACD Web Live
Monitor
The waiting call should be seen under waiting
calls tab
MONITORING MODES
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ACD Web Live Monitor
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
Left Click the active call in the ACD Web
Live Monitor
Recording options should be disabled and
silent mode should be activated for the agent
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ACD Web Live Monitor
Check for all the supervisory modes for
supervisor on active call
All the remaining supervisory modes should
be disabled except silent mode
Check for all the supervisory modes for
supervisor on active call
All the remaining supervisory modes should
be disabled except whisper mode
Check for all the supervisory modes for
supervisor on active call
All the remaining supervisory modes should
be disabled except Barge in mode
Left Click the active call in the ACD Web
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
Left Click the active call in the ACD Web
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
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ACD Web Live Monitor
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
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) either
from DTMF or ACD Web Live Monitor
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ACD Web Live Monitor
From supervisor,try to change the
monitoring modes from one to another
through DTMF as well as from ACD Web
Live Monitor
Modes should not not be changed(can be
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.
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. Caller should be
able to leave a voicemail
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.
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.
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
Accept the call on agent and monitor the
call from one supervisor(ACD Web Live
Monitor) and after sometime try to monitor
the same call from another
supervisor(through 9997)
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
the ACD Web Live Monitor
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
ACD Web Live Monitor
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
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ACD Web Live Monitor
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 whether the agent is getting any
IVR after enabling the whisper mode
The agent should be played an IVR
“supervisor joining the call”
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
ACD Web Live Monitor
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
Check whether the supervisor is getting
any IVR after enabling the Barge in mode
The supervisor should be played an IVR
“Barge in mode is been enabled”
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 caller is getting any IVR
after enabling the Barge in mode
The caller should be played an IVR
“supervisor joining the call”
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
ACD Web Live Monitor
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
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ACD Web Live Monitor
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
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ACD Web Live Monitor
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
Check for the recording mode in ACD Web
Live Monitor after accepting the 2st call
Random Mode of recording should be seen
under call Recording Mode in ACD Agents
panel
Check for the recording mode in ACD Web
Live Monitor after accepting the 3st call
Random Mode of recording should be seen
under call Recording Mode in ACD Agents
panel
Check for the recording mode in ACD Web
Live Monitor after accepting the 4st call
Random Mode of recording should be seen
under call Recording Mode in ACD Agents
panel
Check for the recording mode in ACD Web
Live Monitor after accepting the 5st call
Random Mode of recording should be seen
under call Recording Mode in ACD Agents
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
Check for the recording mode in ACD Web
Live Monitor after accepting the 6st call
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
Try to change the recording mode from
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
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ACD Web Live Monitor
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
Try to change the recording mode from
Static to any other mode before the
selected time expires(when there is no
active call to that agent)
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
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ACD Web Live Monitor
Accept the call on agent and record the
call,when recording is happening,refresh
the ACD Web Live Monitor
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
Accept the call on agent and monitor the
call from one supervisor
Supervisor should be able to monitor the
call,even if the recording options are
disabled on dashboard
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
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ACD Web Live Monitor
Actual ResultStatus
(Pass/Fail)
Remarks Bug ID
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass 6996
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass 6943
Same as Expected Pass 7147
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ACD Web Live Monitor
Same as Expected Pass 7010
Same as Expected Pass 7059
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass 6889
Same as Expected Pass 7220
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
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ACD Web Live Monitor
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass 7021
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
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ACD Web Live Monitor
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass 7335
Same as Expected Pass 7133
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ACD Web Live Monitor
Same as Expected Pass 7159
Same as Expected Pass
Same as Expected Pass 7123
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
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ACD Web Live Monitor
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass 7334
Same as Expected Pass
Same as Expected Pass 6988
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
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ACD Web Live Monitor
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
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ACD Web Live Monitor
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass 7314
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ACD Web Live Monitor
Same as Expected Pass
Same as Expected Pass 7306
Same as Expected Pass 7306
Same as Expected Pass 7306
Same as Expected Pass 7306
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass 7298
Same as Expected Pass 7308
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
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ACD Web Live Monitor
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
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ACD Web Live Monitor
Same as Expected Pass
Same as Expected Pass 7067
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass 6911
Same as Expected Pass
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ACD Web Live Monitor
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
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ACD Web Live Monitor
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass 6936
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ACD Web Live Monitor
Same as Expected Pass
Same as Expected Pass 7131
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
Same as Expected Pass
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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
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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
29 Select 50 calls to view from the dashboard
30 Select 75 calls to view from the dashboard
31 Select 100 calls to view from the dashboard
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
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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
55For an ACD group,in Empty Queue Overflow ,put
overflow to ACD DID
56For an ACD group,in Empty Queue Overflow ,put
overflow to Voicemail
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Missed Calls
57For an ACD group,in Queue Overflow options ,put
overflow to some other queue
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
overflow to some other queue
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
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Missed Calls
Executed Date:
Creation Date:
Reviewed Date:
Scenario
Check for Missed calls Tab on LM
Check for Missed calls Tab on LM
Check for Missed calls Tab on LM
click on Missed calls Tab
Check for the Drop downs: Filter By Queue, Select Phone
and Download
click on View Last Drop down list
Click on any no. of call to be displayed from the drop down
list
click on Missed calls Tab
Click on no. of call to be displayed from the “View Last”drop down list
Check for the column Destination
Refresh Missed calls Tab
check for the call by selecting the no. of calls
Check whether the last call is displayed as the latest in the
list
check for the s.no for the call in Missed calls
Check for the column From
Check for the column Queue Name
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Missed Calls
Check for the column Status
Check for the column Destination
Check for the column Time
Check for the call in missed calls pane
Check for the column Destination
Check the Missed calls listed in Missed calls pane
Check the no. of calls listed in the drop down menu
click on Last 25 calls Data to Down load
Select open with and click on OK
Select save file and click OK
Check the No.of calls down loaded
Check the Missed calls listed in Missed calls pane
Check the Missed calls listed in Missed calls pane
Check the Missed calls listed in Missed calls pane
Check the Status in the Missed calls pane
Check the Destination in the Missed calls pane
select “select Duration” to down load Missed calls
Enter invalid From and To dates
Click on Cancel
Try open the missed calls window again
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Missed Calls
check for From and To dates
Enter valid From and To dates
Click on OK
Select open with and click on OK
Select save file and click OK
Check the No.of calls down loaded
Refresh the Live Monitor and check whether the Time Zone
is changed for the missed calls
Open the Live Monitor in full screen mode and check for the
missed calls
When the agents are ringing, press * to leave a voicemail
and check the Missed calls
Now open the LM of that supervisor and check for the
Missed calls
Let that group get some Missed calls and check whether
both the supervisors are getting Missed Calls or not
After removing the supervisor option to the agent,refresh
the LM and check for the Missed calls
Check for the Missed calls in supervisor (who is added to
groupC) ACD Web Liv e Monitor
Now check for the Missed calls(last 100 calls) for this
supervisor in Live Monitor
Let that group get some Missed calls and check whether
the supervisor is getting Missed Calls or not
Let that group get some Missed calls and check whether
the supervisor is getting Missed Calls or not
When the agents in that overflow group are ringing ,hang
up the call and check for the Missed Call in the LM
When the agents in that ACD DID are ringing ,hang up the
call and check for the Missed Call in the LM
When the agents in that overflow group are ringing ,hang
up the call and check for the Missed Call in the LM
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Missed Calls
When the agents in that overflow group are ringing ,hang
up the call and check for the Missed Call in the LM
When the agents in that ACD DID are ringing ,hang up the
call and check for the Missed Call in the LM
When the agents in that overflow group are ringing ,hangup the call and check for the Missed Call in the LM
When the agents in that overflow group are ringing ,hang
up the call and check for the Missed Call in the LM
When the agents in that ACD DID are ringing ,hang up the
call and check for the Missed Call in the LM
When the agents in that overflow group are ringing ,hang
up the call and check for the Missed Call in the LM
Delete that ACD group and create a ACD group with the
same name.Now check for the Missed calls for that
group(open that group's supervisor's LM)
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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
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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
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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
old)Same as Expected Pass
Newly added supervisor should get the Missed Calls (new and
old)Same as Expected Pass
The Missed call should be shown with exact call flow Same as Expected Pass
The Missed call should be shown with exact call flow Same as Expected Pass
The Missed call should be shown with exact call flow Same as Expected Pass
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Missed Calls
The Missed call should be shown with exact call flow Same as Expected Pass
The Missed call should be shown with exact call flow Same as Expected Pass
The Missed call should be shown with exact call flow Same as Expected Pass
The Missed call should be shown with exact call flow Same as Expected Pass
The Missed call should be shown with exact call flow Same as Expected Pass
The Missed call should be shown with exact call flow Same as Expected Pass
Missed calls should not be carried to this group even if it is
created with the same name.Same as Expected Pass
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Missed Calls
Remarks Bug ID