Testing an external call to a VDN

Last Updated : Mar 24, 2022 |

About this task

After testing internal calls, verify that your contact center processes external calls correctly. Make a test call to a configured VDN from a caller's phone to ensure that the caller can hear announcements in queue. Check if an agent in Auto-In mode can receive calls and hear a VOA message when they accept the call. Check the quality of the speech path between the caller and the agent.

Procedure

  1. Log in to the agent endpoint with agent credentials.
  2. On the caller's phone, call a VDN.
  3. Check if you can hear announcements.
  4. On the agent endpoint, change the agent work mode to Auto-In.
  5. Answer the incoming call.
  6. Check if you can hear the VOA message.

    The contact center plays a short message about the requested service before connecting the caller to an agent.

  7. On the caller's phone and agent endpoint, check the quality of the speech path.
  8. Complete the call.