The Test

Test simulates the work of support center and verifies that an incoming call is recognized and the corresponding workflow is started. The test covers the use case UC2,5,6) from mobile/international to service ACD number (+49 0412345-1212).

1. Modify set_env.bat as described in How to enable Valuemation CTI, set

   -Dde.usu.s3.gui.console.enabled=true

   -Denable_cti=true

   -Ddebug_cti=true

2. Define 2 Valuemation users: ag1v and ag2v (which will be used by agents of support center).

   The corresponding accounts ag1_valuemation, ag2_valuemation are already defined on AgentOne server.

3. Start Valuemation rich client as administrator
   • Define that a test workflow will be started by "connected" event.

     Run Setup CTI Administrator Setting

     Set WF_Connected = Test.CTI

     (use workflow IPC.AcceptCall.ByCTI to open Accept Call dialog)

4. Start Valuemation rich client as ag2v
   • Define CTI User Settings for user ag2v:

     Plugin Type = Sikom AgentOne 5

     Provider Connection = Sikom: profile=1,server=10.65.253.108, ....

     Username = ag2_valuemation

     Workplace = 3738

     Password = abcde

5. Start Valuemation rich client as ag1v
   • Define CTI User Settings for user ag1v:

     Plugin Type = Sikom AgentOne 5

     Provider Connection = Sikom: profile=1,server=10.65.253.108, ....

     Username = ag1_valuemation

     Workplace = 1240

     Password = abcde

   • Setup Valuemation Console

     Open Console using main menu Customize | Console.

     Set openAtStart = true, CTI = true

     Press button Start.

     Press button Save.

     Close Console.

6. Login to AgentOne client software as (ag1_valuemation, 1240, abcde).