Testing the CMS software

Last Updated : Nov 15, 2024 |
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After the CMS software has been installed or upgraded, the on-site technician must test the CMS software to verify its sanity.
Before you begin
Verify that:
  • The virtual console is active
  • CMS is turned on.
  1. Test the Real-Time Reports subsystem.
    1. Enter: CMS
      ADDITIONAL INFORMATION:
      The system displays the CMS Main Menu.
    2. Select Reports.
    3. Select Real-time.
    4. Select Split/Skill.
    5. Select Split Status or Skill Status.
    6. Verify that the Split/Skill Status Report input window is displayed.
    7. Enter a valid split number in the Split: or Skill: field.
    8. Select the Run action to run the report.
    9. Verify that the system displays the Split or Skill Status Report window.
    10. If the switch link is not operating, the report fields are blank and the status line reads Switch link down.
    11. Press the F3 key to access the Print window screen.
    12. Select Print window to send the report to the printer.
    13. Look at the message line near the bottom of the window and verify that there is a confirmation message about sending the report to the printer.
    14. Verify that the report printed by checking the printer for the report.
    15. Return to the CMS Main Menu screen by pressing the F5 key twice.
  2. Test the Historical Reports subsystem.
    1. On the CMS Main Menu, select Reports.
    2. Select Historical.
    3. Select Split/Skill.
    4. Select Status.
    5. Verify that the Split/Skill Status Report input window is displayed.
    6. Enter a valid split number in the Split/Skill: field.
    7. Enter -1 in the Date: field.
    8. Select the Run action list item, and run the report.
    9. Verify that the report window is displayed and that the information is displayed in the appropriate fields.
      ADDITIONAL INFORMATION:
      Note:
      If no historical data exists, the fields in the report window are blank.
    10. Return to the CMS Main Menu by pressing the F5 key twice.
  3. Test the Dictionary subsystem by doing the following from the CMS Main Menu.
    1. On the CMS Main Menu select Dictionary.
    2. Select Login Identifications
    3. Enter an asterisk (*) in the Login ID field.
    4. Select the List all action list item. The system lists all the login IDs.
    5. Verify that the logins are displayed.
      ADDITIONAL INFORMATION:
      Note:
      On a new system, the fields are blank.
    6. Return to the CMS Main Menu by pressing the F5 key twice.
  4. Test the Exceptions subsystem.
    1. On the CMS Main Menu screen, select Exceptions.
    2. Select Real-time Exception Log.
    3. Verify that the window is displayed.
      ADDITIONAL INFORMATION:
      Note:
      For a new installation, this window may be blank
    4. Return to the CMS Main Menu by pressing the F5 key once.
  5. Test the Call Center Administration subsystem.
    1. On the CMS Main Menu select Call Center Administration.
    2. Select the Call Work Codes option.
    3. Press Enter.
    4. Select the List all action list item, and list all the call work codes currently defined.
    5. Verify that the displayed information is correct.
      ADDITIONAL INFORMATION:
      Note:
      On a new system, the fields may be blank.
    6. Return to the CMS Main Menu by pressing the F5 key twice.
  6. Test the Custom Reports subsystem.
    1. On the CMS Main Menu select Custom Reports.
    2. Select Real-time. The system lists the names of the custom reports.
    3. Verify that the names of existing custom reports are listed. If there are no reports, you receive a message saying the submenu is empty.
    4. Return to the CMS Main Menu by pressing the F5 key once.
  7. Test the User Permissions subsystem.
    1. On the CMS Main Menu select User Permissions.
    2. Select User Data.
    3. Verify that the User Data Input window is displayed.
    4. Return to the CMS Main Menu by pressing the F5 key once.
  8. Test the System Setup subsystem
    1. On the CMS Main Menu select System Setup.
    2. Select CMS state.
    3. Verify that CMS is operating in the Multi-user mode.
    4. Return to the CMS Main Menu by pressing the F5 key once.
  9. Test the Maintenance subsystem.
    1. On the CMS Main Menu select Maintenance.
    2. Select the Printer Administration option.
    3. Enter a valid printer name in the CMS printer name: field.
    4. Select the List all action list item. The system lists the printer parameters.
    5. Verify that the printer has been administered correctly.
    6. Return to the CMS Main Menu by pressing the F5 key twice.
  10. If the Graphics feature package has been enabled, test the Graphics subsystem.
    1. On the CMS Main Menu select Graphics.
    2. Verify that a Real-time Graphics screen can be accessed.
    3. Return to the CMS Main Menu by pressing the F5 key once.
    4. At each CMS terminal, log in as cms and enter the correct terminal type to verify that the terminals are working properly. To log off, select the Logout option from the CMS Main Menu.
    ADDITIONAL INFORMATION:
    If you encounter a problem that you cannot solve, escalate the problem through normal procedures.
Related links
Performing the customer handover