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Testing the ORS-based Services

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

Prerequisites

You must have completed the following:

  1. Configured the dependencies.
  2. Configured the Builtin services.
  3. Tested the Builtin services.
  4. Configured the ORS-based services.

Scenario VOICE-NOW-USERORIG Test Procedure

GMSscenariovoicenowuserorig.PNG

  1. Agent Desktop:
    • Log in Agent.
    • Make voice ready.
  2. Using JavaScript sample: GMS Service Management UI > Lab > Sample:
    • Set Contact# = <customer phone from which call will be dialed>.
    • Set Scenario = VOICE-NOW-USERORIG.
    • 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 .
    • On a successful GMS call GMS_MatchResult = SUCCESS.

Scenario VOICE-WAIT-USERORIG Test Procedure

GMSscenariovoicewaituserorig.PNG

  1. Agent Desktop:
    • Log in Agent.
    • Make voice ready.
  2. Using JavaScript sample: GMS Service Management UI > Lab > Sample:
    • Set Contact# = <customer phone from which call will be dialed>.
    • Set Scenario = VOICE-WAIT-USERORIG.
    • Click Connect.
    • Click OK on the message.
    • Wait for Agent Available message.
    • Select Yes, I am ready to talk.
    • 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.
    • On a successful GMS call GMS_MatchResult = SUCCESS.

Scenario VOICE-NOW-USERTERM Test Procedure

GMSscenariovoicenowuserterm.PNG

  1. Agent Desktop:
    • Log in Agent.
    • Make voice ready.
  2. Using Javascript sample: GMS Service Management UI > Lab > Sample:
    • Set Contact# = <customer phone to which call will be dialed>.
    • Set Scenario = VOICE-NOW-USERTERM.
    • Click Connect.
    • Message displays: You will receive a call shortly.
    • Click OK.
  3. Expected result:
    • Call is received.
    • Treatment is played.
    • Call is routed to Agent.
    • Toast is displayed with attached data.
    • Call is connected to Agent.
    • On a successful GMS call GMS_MatchResult = SUCCESS.

Scenario VOICE-WAIT-USERTERM Test Procedure

GMSscenariovoicewaituserterm.PNG

  1. Agent Desktop:
    • Log in Agent.
    • Make voice ready.
  2. Using Javascript sample: GMS Service Management UI > Lab > Sample:
    • Set Contact# = <customer phone to which call will be dialed>.
    • Set Scenario = VOICE-WAIT-USERTERM.
    • Click Connect.
    • Click OK on the message.
    • Wait for Agent available message.
    • Select Yes, I am ready to talk.
    • Message displays: You will receive a call shortly.
  3. Expected result:
    • Call is received.
    • Treatment is played.
    • Call is routed to the Agent.
    • Toast is displayed with attached data.
    • Call is connected to the Agent.
    • On a successful GMS call GMS_MatchResult = SUCCESS.

Scenario CHAT-NOW Test Procedure

GMSscenariochatnow.PNG

  1. Agent Desktop:
    • Log in Agent.
    • Make chat ready.
  2. Using Javascript sample: GMS Service Management UI > Lab > Sample:
    • Set Scenario = CHAT-NOW.
    • Click Connect.
  3. Expected result:
    • GMS app displays chat tab.
    • Chat interaction is routed to the Agent.
    • Toast is displayed with attached data.
    • Chat is connected to the 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.

Scenario CHAT-WAIT Test Procedure

GMSscenariochatwait.PNG

  1. Agent Desktop:
    • Log in Agent.
    • Make chat ready.
  2. Using Javascript sample: GMS Service Management UI > Lab > Sample:
    • Set Scenario = CHAT-WAIT.
    • Click Connect.
    • Click OK on the message.
    • Wait for Agent Available message.
    • Select Yes, I am ready to chat.
  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.

What's Next?

Congratulations - you have successfully tested your GMS deployment! You can now go ahead and configure additional Callback services as needed. Note that you can quickly configure a Callback service to one of the above scenarios by selecting the appropriate default configuration after you add a Callback service.

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This page was last modified on 11 April 2018, at 12:02.