After the contact center fails over, verify that an agent can complete a call transfer. You can make a test call to a configured VDN from the caller's phone to verify if an agent can complete a call transfer and check the quality of the speech path.
Procedure
Log in to the supervisor endpoint.
You must enter an endpoint extension and the associated password.
Log in to the agent endpoint with agent credentials.
You must enter an agent login ID and the associated password.
On the agent endpoint, change the agent work mode to Auto-In.
The system administrator can configure the endpoint feature buttons on the Configuration Server web portal.
On the caller's phone, call the configured VDN.
On the agent endpoint, answer the incoming call.
Initiate an attended transfer to the supervisor endpoint extension.
On the caller's phone, check if you can hear music on hold.
On the supervisor endpoint, answer the call from the agent.
On the agent and supervisor endpoints, check the quality of the speech path.
On the agent endpoint, complete the transfer to the supervisor.
On the caller's phone and supervisor endpoint, check the quality of the speech path.
