Testing calls to Avaya Contact Center – Extended Capacity after failover

Last Updated : Feb 14, 2022 |
Prolog information
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After the contact center fails over, verify that your contact center processes calls normally. You can make a test call to a configured VDN from the caller's phone to verify if callers hear announcements when they are in queue and if agents in Auto-In mode can receive calls and hear VOA message when they accept the call. Check the quality of the speech path between the caller and the agent.
  1. Log in to the agent endpoint with agent credentials.
    ADDITIONAL INFORMATION:
    You must enter an agent login ID and the associated password.
  2. On the caller's phone, call the configured VDN.
  3. Check if you can hear announcements.
  4. On the agent endpoint, change the agent work mode to Auto-In.
    ADDITIONAL INFORMATION:
    The system administrator can configure the endpoint feature buttons on the Configuration Server web portal.
  5. Answer the incoming call.
  6. Check if you can hear the VOA message.
    ADDITIONAL INFORMATION:
    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.
Related links
Adding a test announcementAdding test contact center objects