Testing and Troubleshooting
If you followed all of these steps, you should have a functional voice site up and running. So go ahead and test it out. Call your voice site's phone number and go through the IVR, just as your customers would.
As you go through the IVR, you should follow one of the two paths:
Calling During Business Hours
You'll hear the greeting you configured on the Welcome Message Page.
Troubleshooting: System asking for a PIN?
When the greeting finishes playing, you'll go to the main menu where you'll have the option to choose between billing and support. You configured these settings on the Main Menu Options Page.
Troubleshooting: Didn't go to the main menu?
Hold Message and Wait Audio
When you choose billing or support, you'll hear a message that indicates you're being transferred to an agent, which you configured on the Transferring to Agent Message Page, followed by the waiting messages and the EWT you configured on the Waiting Prompts Page.
Troubleshooting: Didn't hear the transfer message?
Troubleshooting: Didn't hear the waiting audio?
Troubleshooting: The EWT didn't play?
Routed to an Agent
While you wait in the queue for an agent, the system returns to the ACD Page to find the routing parameters you defined on the Contact Center Routing Page. As long as you have created at least one agent with the required skill in VCC Dashboard, the system will successfully route your call based on these parameters.
Troubleshooting: Connected to the wrong agent?
Troubleshooting: Waited in the queue too long before being returned to the Welcome Message Page?
Calling Outside of Business Hours
Leave a Message?
Rather than hear the main menu options, you will instead hear the after hours message you specified on the After Hours: Leave a Message? Page.
Troubleshooting: Routed to the Main Menu Options Page instead?
Troubleshooting: Didn't go to the Voicemail Page?
Now that you’re comfortable using CX Builder, refer to the CX Builder Help and other Premier Edition resources for much more information on all the options and features available to you.