Use this procedure to make a test phone call to verify that Avaya Workspaces and Avaya Oceana® are correctly configured.
Procedure
Ensure that the agent is logged in and is ready to handle customer calls.
Using Avaya one-X® Communicator or a Communication Manager deskphone, do one of the following:
To verify the Experience Portal Interactive Voice Response (IVR), dial the inbound launch number configured in Experience Portal.
The inbound launch number is configured on the Experience Portal Management web console by clicking System Configuration > Applications > Application Launch > Called Number. Calls to this number are treated and then routed to suitable agents based on the attributes.
To verify the Call Center Elite IVR, dial the Self Service Vector Directory Number (VDN) configured in Communication Manager.
Important:
Engagement Designer workflows reject the calls made from Communication Manager stations that are monitored by Avaya Control Manager or Avaya Oceana®. Therefore, to make a test call, you must use a station that is not monitored by Avaya Control Manager or Avaya Oceana®.
To make a test call to Experience Portal or Call Center Elite Self Service test number, you can use Avaya one-X® Communicator or a Communication Manager deskphone with an unmonitored station.
A monitored station specifies the station that you define and configure in Avaya Control Manager. If a station is defined in Avaya Control Manager and assigned as an Avaya Oceana® station, the CallServerConnector service identifies all configured agent stations, and also identifies when the stations are used with Avaya Oceana® even if Communication Manager and Application Enablement Services report the station as unmonitored.
Do not use any station that is configured in Avaya Control Manager for Avaya Oceana® use to make test calls into the system. If an incoming voice call is originated from an agent station that is configured in Avaya Control Manager as an Avaya Oceana® resource, the call fails at the retrieving context step in the Engagement Designer workflow and does not get routed to an Avaya Oceana® agent.
Verify that the test call is presented to the agent in Avaya Workspaces.
Using Avaya Workspaces, answer the routed call.
Ensure that there is an audio speech path between the test customer and agent.
Place the call On Hold and Off Hold to verify call control functionality.
Release the test call.
Continue to verify Voice contact configuration in your solution.
Note:
When an agent accepts an interaction within in Avaya Workspaces, the Customer Journey widget is populated using the Customer Journey Service APIs. You must ensure that that the CustomerJourneyService attribute is correctly configured to communicate with the External Data Mart for this feature to work. You must deploy customer journey on the same cluster as Context Store Manager. Customer journey displays any interactions that create touchpoints on the EDM.
