Testing the GMS Built-in Services

Now that you have configured the built-in services, it's time to test them.

Prerequisites

You must have completed the following:

1. Configured the dependencies.
2. Configured the built-in services.

Important

In the following scenarios, if the GMS Match fails, there will be no user data attached to the interaction.

Scenario request-interaction Test Procedure

1. On the Agent Desktop:
   • Log in agent.
   • Make voice ready.
2. Using the Javascript sample: Service Management UI > Lab > Sample:
   • Log in agent and make voice ready.
   • Set Contact# = <customer phone from which call will be dialed>
   • Set Scenario = REQUEST-INTERACTION
   • Click Connect.
   • Dial displayed Number to Call.
3. Expected result:
   • Treatment is played.
   • Call is routed to agent.
   • Toast is displayed with attached data.
   • Call is connected to agent.
   • For a successful GMS call, GMS_MatchResult = SUCCESS is displayed in the agent desktop as attached data.

REMOVE for GMS-9451?Scenario request-chat Test Procedure

1. Agent Desktop
   • Log in agent.
   • Make chat ready.
2. Using the Javascript sample: Service Management UI > Lab > Sample:
   • Set Scenario = REQUEST-CHAT
   • Click Connect.
3. Expected result:
   • GMS app displays chat tab.
   • Chat interaction is routed to agent.
   • Toast is displayed with attached data.
   • Chat is connected to agent.
   • GMS app shows agent has joined chat.
   • Agent desktop shows customer has joined chat.
   • On a successful GMS call GMS_MatchResult = SUCCESS
   • Customer and agent can now exchange messages.

Next Steps

Configure the ORS-based Services