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Normal Call Test Cases


Test No.

1

Revision:


Tester:


Date:


Test Title:           

Agent Login

Test Purpose:

Verify agent can login to the system

Test Setup:

  • Agent is configured correctly and its credentials are available

Procedure:

  1. Login to Siebel by using Agent’s credentials

  2. Click on communication toolbar button

  3. Click on work edit

  4. Enter the extension

  5. Click on login

Expected Results:

  1. Agent should be logged in successfully.

Actual Results


Pass:     Fail: N/A:   

Remarks / Reason For Failure


...

Test No.

24

Revision:


Tester:


Date:


Test Title:           

Friendly Text Messages

Test Purpose:

Verify that locale based status message display on communication toolbar as defined in the messages file.

Test Setup:

  • Agent is configured and can be logged in

Procedure:

  1. Login to Siebel by using Agent’s credentials

  2. Click on communication toolbar button

  3. Click on work edit

  4. Enter the extension

  5. Click on login

Expected Results:

  1. The locale based status message should be displayed on communication toolbar as defined in the messages file.

Actual Results


Pass:     Fail: N/A:   

Remarks / Reason For Failure



Outbound Campaign Scenarios

Test No.

25

Revision:


Tester:


Date:


Test Title:           

Outbound Campaigns - Call Arrival

Test Purpose:

Only predictive outbound is supported, verify that agent can receive the call on outbound for automated outbound campaigns.

Test Setup:

  • Agent is configured and can be logged in

Procedure:

  1. Agent logs in to the Contact Center and switches to “Ready” state

  2. Outbound dialer reserves the agent and makes the outbound call

Expected Results:

  1. Agent should get the call alert (for the new incoming call

  2. Agent should be able to answer the call

Actual Results


Pass:     Fail: N/A:   

Remarks / Reason For Failure


...

Test No.

30

Revision:


Tester:


Date:


Test Title:           

Change State (with Reason)

Test Purpose:

When changing state from ready to not-ready, Verify that a pop-up applet display to choose reason code for not-ready.

Test Setup:

  • Agent is in Ready state

Procedure:

  1. Agent is on ready state

  2. Click on change state button

Expected Results:

  1. Agent should be given a pop-up applet to choose reason code for not-ready.

Actual Results


Pass:     Fail: N/A:   

Remarks / Reason For Failure



Network Failover Scenarios

Test No.

31

Revision:


Tester:


Date:


Test Title:           

WAN link is down - Connector works smoothly

Test Purpose:

WAN network is down,verify that the Connector continues to process Driver requests and Finesse events from its local site.

Test Setup:

  • Both sites are up and running.

  • WAN link is up too.

  • Agent is logged in to communication toolbar.

Procedure:

  1. Disconnect the WAN link

  2. Change agent state or make a call

Expected Results:

  1. Both sites working independently and processing calls

  2. Connector receives and processes requests normally

  3. Connector cannot receive any handshake messages from the other Connector

Actual Results


    Pass:     Fail: N/A:   

Remarks / Reason For Failure


...

Test No.

41

Revision:


Tester:


Date:


Test Title:           

Network between Connector-1 and both Finesse is restored

Test Purpose:

Agent operations are restored with the latest agent state

Test Setup:

  • Agent(s) are logged in and the toolbar is disabled

  • WAN link between Connector-1 and Finesse-2 is down

  • Private link between Connector-1 and Finesse-1 is down.

  • Both Connectors are up and running

  • Both Finesse are up and running

Procedure:

  1. Restore WAN link between Connector-1 and Finesse-2

  2. Restore private link between Connector-1 and Finesse-1

Expected Results:

  1. Driver should get the message IN_SERVICE from the local Connector

  2. Driver should send RECONNECT request to get the latest Agent state from Finesse

  3. Agent toolbar is restored.

Actual Results


Pass:     Fail: N/A:   

Remarks / Reason For Failure



Component Failure Tests


Test No.

42

Revision:


Tester:


Date:


Test Title:           

AMQ Broker-1 is down

Test Purpose:

What if Broker-1 is down during active setup

Test Setup:

  • Agent(s) are logged in.

  • All network connections are up

  • All components are up

Procedure:

  1. Stop AMQ Broker-1

Expected Results:

  1. Driver should establish connection with Broker-2 on Connector-2

  2. Connector-1 should establish connection with Broker-2 on Connector-2

  3. All operations should run smoothly and seamlessly.

Actual Results


Pass:     Fail: N/A:   

Remarks / Reason For Failure


...

Test No.

49

Revision:


Tester:


Date:


Test Title:           

Both AMQ Brokers and Connector-1 are restored

Test Purpose:

What if both Brokers and Connector-1 are restored after being stopped

Test Setup:

  • Agent(s) are logged in.

  • All network connections are up

  • All components are up

  • Both AMQ Broker are down

  • Connector-1 is down

Procedure:

  1. Start Broker-1

  2. Start Broker-2

  3. Start Connector-1

Expected Results:

  1. Agent(s) toolbar should be restored for regular operations

Actual Results


Pass:     Fail: N/A:   

Remarks / Reason For Failure



Browser Checks


Test No.

50

Revision:


Tester:


Date:


Test Title:           

Check Application Behavior On IE 10 & 11

Test Purpose:

Check if communication toolbar works and screen pop happens properly on supported IE versions

Test Setup:

  • Driver is installed and loaded

  • All network connections are up

  • All components are up

Procedure:

  1. Start IE

  2. Navigate to Siebel web client URL

  3. Open the communication toolbar

  4. Login providing the agent extension

Expected Results:

  1. Agent(s) operations should run smoothly on IE using communication toolbar

Actual Results


Pass:     Fail: N/A:   

Remarks / Reason For Failure


...

Test No.

51

Revision:


Tester:


Date:


Test Title:           

Check Application Behavior On Firefox

Test Purpose:

Check if communication toolbar works and screen pop happens properly on supported Firefox versions

Test Setup:

  • Driver is installed and loaded

  • All network connections are up

  • All components are up

Procedure:

  1. Start Firefox

  2. Navigate to Siebel web client URL

  3. Open the communication toolbar

  4. Login providing the agent extension

Expected Results:

  1. Agent(s) operations should run smoothly on Firefox using communication toolbar

Actual Results


Pass:     Fail: N/A:   

Remarks / Reason For Failure



User Scenarios


Test No.

52

Revision:


Tester:


Date:


Test Title:           

Same agent tries to login to two Siebel browsers

Test Purpose:

Check if one agent can log in on two Siebel browsers at the same time

Test Setup:

  • Environment is up and running and Agent can be logged in

Procedure:

  1. Login Agent 1 on siebel

  2. Login Agent 1 again on another system/browser on siebel

Expected Results:

  1. On the toolbar, the agent will get Siebel Maximum Toolbar sessions expired on 2nd system/browser.

Actual Results


Pass:     Fail: N/A:   

...

Test No.

59

Revision:


Tester:


Date:


Test Title:           

See what happens when Agent refreshes the browser

Test Purpose:

Check what happens when an Agent 1 is logged in and refreshes browser

Test Setup:

  • Environment is up and running and Agent is able to login

Procedure:

  1. Login using Agent 1

  2. Refresh the page

Expected Results:

  1. Agent remains on same state after refreshing the page

Actual Results


Pass:     Fail: N/A:   


Failover on different States


Test No.

60

Revision:


Tester:


Date:


Test Title:           

Simple call: agent is in wrap-up state and failover happens due to any component failure like ActiveMQ, Finesse or Generic connector

Test Purpose:

Check failover due to any component like ActiveMQ, Finesse or Generic connector during agent wrap-up

Test Setup:

  • Agent 1 is in wrap-up state after call ends

Procedure:

  1. ActiveMQ, Finesse or GC failover happens

Expected Results:

  1. Agent should be able to successfully wrap-up the call

Actual Results


Pass:     Fail: N/A:   

...

Test No.

74

Revision:


Tester:


Date:


Test Title:           

Conference Call: Call is active and Agent 2 is on hold, failover happens due to any component failure like ActiveMQ, Finesse or Generic connector

Test Purpose:

Check failover due to any component like ActiveMQ, Finesse or Generic connector when conference call is active and Agent 2 is on hold

Test Setup:

  • Conference call is active

  • Agent 2 is on hold

Procedure:

  1. ActiveMQ, Finesse or GC failover happens

Expected Results:

  1. Agent 2 should remain on hold and conf call should remain active between participants

Actual Results


Pass:     Fail: N/A:   




Acceptance Certificate

System description: EF Siebel Connector for

...

(Print)                                               (Sign)


Comments, variations or caveats:


This ACCEPTANCE CERTIFICATE is to be completed / signed and returned to the Expertflow Project Manager.