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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

GMSscenariorequestinteration.PNG

  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.

Scenario request-chat Test Procedure

GMSscenariorequestchat.PNG

  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

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This page was last modified on September 18, 2018, at 07:01.