Testing Redirection on No Answer

Last Updated : Apr 22, 2022 |

About this task

Check if the contact center handles unanswered calls correctly. If an agent cannot answer the call, the contact center redirects an ACD call to the original skill or to the specified VDN for alternative call handling. Check if the work mode of the unavailable agent changes to Aux work.

For more information about Redirection on No Answer, see the features section in Avaya Contact Center – Extended Capacity Solution Description.

Before you begin

  • Ensure that you have Redirection on No Answer parameters configured for the migrated skill. For more information, see the skill overview section in Administering Avaya Contact Center – Extended Capacity.

  • Ensure that the agents you use for verification have the migrated skill configured.

  • Ensure that the VDN you call and the Redirection on No Answer VDN have the migrated skill assigned.

Procedure

  1. Log in to endpoint 1 with the agent credentials.
  2. Log in to endpoint 2 with the agent credentials.
  3. On both endpoints, change the agent work mode to Auto-In.
  4. On the caller's phone, call the VDN.
  5. On endpoint 1, do not answer the call.

    After the administered number of rings, the contact center redirects the call to the agent logged in to endpoint 2. The work mode of the agent logged in to endpoint 1 changes to Aux work.

  6. On endpoint 2, answer the incoming call.
  7. Check the quality of the speech path.
  8. Complete the call.