(3.4.2.5) User Acceptance Tests UATs

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.

2

Revision:

Tester:

Date:

Test Title:           

Work Item Display during inbound call

Test Purpose:

Verify  the caller ID is visible in the work-item list for an inbound call

Test Setup:

• Inbound calls can be made

Procedure:

1. Make a call to logged in agent

Expected Results:

1. The caller ID should be visible in the work-item list

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

3

Revision:

Tester:

Date:

Test Title:           

Inbound Call from a known Contact

Test Purpose:

On call arrival, verify that screen pop up happens on the basis of customer’s mobile phone or work phone #

Test Setup:

• Contact has a valid phone number and a call can be made from that number to contact center

Procedure:

1. Existing contact makes a call to the Contact Center

2. Agent receives the call

Expected Results:

1. Screen pop up should be happened based on the Siebel Contact mobile phone or work phone #

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

4

Revision:

Tester:

Date:

Test Title:           

Inbound Call Alert

Test Purpose:

For an inbound call, Verify indication of incoming displays as an alerting/blinking button

Test Setup:

• Inbound calls can be made

Procedure:

1. Make a call to logged in agent

Expected Results:

1. For an inbound call, indication of incoming call should be displayed as an alerting/blinking button

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

5

Revision:

Tester:

Date:

Test Title:           

Inbound Call

Test Purpose:

For an inbound call, verify Answer call button displays.

Test Setup:

• Inbound calls can be made

Procedure:

1. Make a call to logged in agent

Expected Results:

1. For an inbound call, Answer call button should be displayed

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

6

Revision:

Tester:

Date:

Test Title:           

Inbound Call Active - Hold/Resume

Test Purpose:

Verify that the agent can hold and resume call.

Test Setup:

• An active call is in progress

Procedure:

1. Make a call to logged in agent

2. Agent receive a call

3. Click on hold button

4. Click on retrieve button

Expected Results:

1. Agent should be able to hold and resume call resulting in the call state as held (on hold) or active (on resume)

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

7

Revision:

Tester:

Date:

Test Title:           

Inbound Call Active - Release Call

Test Purpose:

Verify that agent can release an active call

Test Setup:

• An active call is in progress

Procedure:

1. Make a call to the Contact Center

2. Agent answers the call

3. Agent clicks on Release button

Expected Results:

1. Agent should be able to clear the call

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

8

Revision:

Tester:

Date:

Test Title:           

Call Timer Starts on new call

Test Purpose:

Verify that Call Timer starts when the call is started.

Test Setup:

• Call is ringing on agent’s interface

Procedure:

1. Make a call to the Contact Center

2. Agent receive a call

Expected Results:

1. InQueue time should be started when the call gets connected.

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

9

Revision:

Tester:

Date:

Test Title:           

Call Timer stops on call end

Test Purpose:

Verify that Call Timer stops and reset after call release.

Test Setup:

• Call in connected and call timer has started

Procedure:

1. Make a call to the Contact Center

2. Click on receive  call button

3. Click on release call button after small duration

Expected Results:

1. Call Timer should be stopped and reset after call release.

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

11

Revision:

Tester:

Date:

Test Title:           

Wrap-up with Reason Code - Applet Popup

Test Purpose:

Verify that a wrap-up selection Pop up applet appears on WORK or WORK_READY state event.

Test Setup:

• An active call is in progress

Procedure:

1. Make a call to the Contact Center

2. Click on receive call

3. End the call either from caller or agent

Expected Results:

1. The wrap-up selection popup applet should appear on call end.

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

12

Revision:

Tester:

Date:

Test Title:           

Wrap-up with Reason Code - Updated to Finesse

Test Purpose:

If call wrap-up reasons codes are configured and Work state is enabled in Finesse, verify that the wrap-up code is pushed to Finesse on agent’s selection of a wrap-up reason.

Test Setup:

• An active call is in progress

Procedure:

1. Make a call to the Contact Center

2. Click on receive call

3. End the call either from the caller or from the agent side

4. Select a wrap-up code from the wrapup applet

Expected Results:

1. The wrap-up code should be pushed to Finesse on agent’s selection of a wrap-up reason.

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

13

Revision:

Tester:

Date:

Test Title:           

Make Consult Call

Test Purpose:

Verify that the agent can do a Consult Call

Test Setup:

• An active call is in progress

Procedure:

1. Make a call to the Contact Center

2. Receive call on Agent machine

3. Specify the agent extension to do the consult call

4. Make consult call

Expected Results:

1. The agent should be able to do a Consult Call.

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

14

Revision:

Tester:

Date:

Test Title:           

Blind Call Transfer

Test Purpose:

Verify that the agent can make a blind transfer call.

Test Setup:

• An active call is in progress

Procedure:

1. Make a call to the Contact Center

2. Receive call on Agent machine

3. Specify the agent extension to blind transfer the call to

4. Click on Blind Transfer Call button

Expected Results:

1. Call is released from Agent-1 side

2. Agent-2 gets the new incoming call alert

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

15

Revision:

Tester:

Date:

Test Title:           

Consult Conference Call

Test Purpose:

Verify that the agent can do consult conference.

Test Setup:

• An active call is in progress

Procedure:

1. Make a call to the Contact Center

2. Receive call on Agent machine

3. Specify the agent extension to do the consult call

4. Make consult call

5. Click on conference button when consult call is active

Expected Results:

1. Conference call between 3 parties (caller, Agent-1, Agent-2) is active

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

16

Revision:

Tester:

Date:

Test Title:           

End Consult Call

Test Purpose:

Verify that the agent can end a consult call.

Test Setup:

• An active call is in progress

Procedure:

1. Make a call to the Contact Center

2. Receive call on Agent machine

3. Specify the agent extension to do the consult call

4. Click the consult call button

5. End the consult call from either Agent-1 or Agent-2

Expected Results:

1. Consult call ends

2. Agent-2 is free

3. Customer call is restored in HELD state with Agent-1

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

17

Revision:

Tester:

Date:

Test Title:           

Conference Call - One Agent Leaves

Test Purpose:

Verify that the agent can leave a conference call

Test Setup:

• An active call is in progress

Procedure:

1. Make a call to the Contact Center

2. Receive call

3. Click on consultative call button

4. Click on conference call button (after the call is active)

5. Click on release call button

Expected Results:

1. The releasing agent should be free and the state is changed to previous state (Ready or Not-Ready).

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

18

Revision:

Tester:

Date:

Test Title:           

Consult Conference Call - One party leaves

Test Purpose:

Verify that if the other party leaves the conference, the call remains active between the remaining 2 parties.

Test Setup:

• A conference call is in progress

Procedure:

1. Make a call to the Contact Center

2. Receive call

3. Click on consultative call button

4. Click on conference call button (after the call is active)

5. Click on release call button

Expected Results:

1. If one party leaves the conference, the call should remain active between the remaining 2 parties

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

19

Revision:

Tester:

Date:

Test Title:           

Make Call To Siebel Contact

Test Purpose:

Verify that Agent can make a call to Siebel Contact.

Test Setup:

• Agent is logged in and there are existing contacts in the system

Procedure:

1. Open and select a Siebel Contact

2. Click on the Make Call Button

Expected Results:

1. A call is initiated to the phone number of the Siebel Contact

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

20

Revision:

Tester:

Date:

Test Title:           

Make Call To Extension

Test Purpose:

Verify that Agent can make a call to extension provided in the toolbar.

Test Setup:

• Agent is logged in and in “Not Ready” state

Procedure:

1. Click on work Edit#.

2. Enter the extension

3. Click on make call button

Expected Results:

1. The call is initiated to the provided extension

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

21

Revision:

Tester:

Date:

Test Title:           

Phone Call Activity on Incoming Call

Test Purpose:

Verify that a Phone-call Activity with description "Inbound call" is created, when a single record is found against the caller's ANI.

Test Setup:

• An active call from existing contact is in progress

Procedure:

1. Make a call to the Contact Center

2. Agent answers the call

3. Siebel found a single record against the matching number

4. Agent ends the call

Expected Results:

1. The  Phone-call Activity with description "Inbound call" should be created, when a single record is found against the caller's ANI.

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

22

Revision:

Tester:

Date:

Test Title:           

Phone Call Activity - Unknown Caller

Test Purpose:

Verify that a Phone-call Activity with description "Unknown Caller (<ANI>)" is created, when a no record is found against the caller's ANI.

Test Setup:

• An active call from an unknown number is in progress

Procedure:

1. Make a call to Call Center

2. Agent answers the call

3. Siebel didn’t found a record matching this number

4. Agent ends the call

Expected Results:

1. The Phone-call Activity with description "Unknown Caller (<ANI>)" should be created, when no record is found against the caller's ANI.

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

23

Revision:

Tester:

Date:

Test Title:           

Phone Call Activity - Multiple Matching Contacts

Test Purpose:

Verify that a Phone-call Activity with description "Inbound call (<ANI>)" is created, when multiple records are found against the same ANI.

Test Setup:

• An active call from multiple existing contacts is in progress

Procedure:

1. Make a call to Contact Center

2. Agent answers

3. Siebel found multiple records against the ANI

Expected Results:

1. The Phone-call Activity with description "Unknown Caller (<ANI>)" should be created, when a no record is found against the caller's ANI.

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

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.

26

Revision:

Tester:

Date:

Test Title:           

Outbound Campaigns - Screen pop

Test Purpose:

Verify that screen pop happens in outbound campaigns in same way to the regular inbound call.

Test Setup:

• Agent is logged in and in ready state to take incoming calls

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. The screen pop should be happened in outbound campaigns in same way to the regular inbound call.

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

27

Revision:

Tester:

Date:

Test Title:           

Change State to Not Ready (without Reason)

Test Purpose:

Verify that the agent can change state ready to not ready

Test Setup:

• Agent is in ready state

Procedure:

1. Agent is in ready state

2. Click on change state button

Expected Results:

1. The agent should be able to change state ready to not ready

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

28

Revision:

Tester:

Date:

Test Title:           

Change State to Ready

Test Purpose:

Verify that the agent can change state not ready to ready.

Test Setup:

• Agent is in Not Ready state

Procedure:

1. Click on change state button.

Expected Results:

1. The agent should be able to change state not ready to ready.

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

29

Revision:

Tester:

Date:

Test Title:           

Log out (with Reason)

Test Purpose:

Verify that the agent can log out specifying a reason when logout reasons are configured.

Test Setup:

• Agent is in Not Ready state

Procedure:

1. Click on logout button

2. Select a logout reason from the logout popup applet

Expected Results:

1. The agent should be able to loggedout specifying a reason when logout reasons are configured

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

Test No.

31

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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.

32

Revision:

Tester:

Date:

Test Title:           

Failover Testing - Diver

Test Purpose:

WAN network is down, Verify that Driver sends/receive requests to the Connector on its local site normally.

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. Driver should be sending requests to the Connector on its local site normally.

2. Driver should be receiving updates from its local AMQ normally.

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

33

Revision:

Tester:

Date:

Test Title:           

WAN Restore - Connector Handshake Recovery

Test Purpose:

WAN network is down, Handshake between Connectors will not be performed. Verify that after WAN is restored, the handshake works perfectly.

Test Setup:

• Both sites are up and running.

• WAN link is Down.

• Agent is logged in to communication toolbar.

Procedure:

1. Restore WAN link

2. Make some agent operation like change state or make a call

Expected Results:

1. After WAN is restored, Connectors should sync normally over WAN sharing agent states of each.

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

34

Revision:

Tester:

Date:

Test Title:           

Network between Driver-1 and Connector-1 is down

Test Purpose:

Verify that Driver-1 connects to Connector-2

Test Setup:

• Both sites are up and running.

• WAN link is up too.

• Agent is logged in to communication toolbar and connected with Driver-1

Procedure:

1. Disconnect private link between Driver-1 and Connector-1

2. Make some agent operations for an agent connected via Driver-1

Expected Results:

1. Driver-1 requests should be processed via Connector-2

Actual Results

.

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

35

Revision:

Tester:

Date:

Test Title:           

Network between Connector-1 and Finesse-1 is down

Test Purpose:

Verify that Connector-1 connects to Finesse-2.

Test Setup:

• Both sites are up and running.

• WAN link is up too.

• Agent is logged in to communication toolbar and connected with Driver-1

Procedure:

1. Disconnect private link between Connector-1 and Finesse-1

2. Make some agent operations on agent connected with Driver-1

Expected Results:

1. Connection between Connector-1 and Finesse-2 should be established and requests should be processed via Finesse-2

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

36

Revision:

Tester:

Date:

Test Title:           

WAN link is down and the link between Driver-1 and Connector-1 is down

Test Purpose:

Verify that agent gets massage “MQ_DISCONNECTED” and all buttons on the toolbar get disabled.

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 between 2 sites

2. Disconnect the network between Driver-1 and Connector-1

Expected Results:

1. Agent should be displayed message“MQ_DISCONNECTED” and all buttons on the toolbar should get disabled

2. Active call will continue but agent will have no control on the toolbar. However, agent can control the call via phone.

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

37

Revision:

Tester:

Date:

Test Title:           

Network between Driver-1 and Connector-1 is down and WAN link is down

Test Purpose:

Verify that agent gets massage “MQ_DISCONNECTED” and all buttons on the toolbar get disabled.

Test Setup:

• Agent is logged in to communication toolbar

• Both Connectors are up

• Both Finesse are up

• Both SCS are up

Procedure:

1. Disconnect the private link between Driver-1 and Connector-1

2. Disconnect the WAN link between Driver-1 and Connector-2

3. Try performing some agent operation on the toolbar

Expected Results:

1. Agent should be displayed message“MQ_DISCONNECTED” and all  button on toolbar should get disabled

2. Active call will not be disrupted and agent can control the call via phone.

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

38

Revision:

Tester:

Date:

Test Title:           

Network Between Connector-1 and Finesse-2 is down

Test Purpose:

If the WAN link between Connector-1 and Finesse-2 is down, the Driver-1 request should still be processed smoothly via Connector-1 using Finesse-1 on the local site

Test Setup:

• Agent is logged in to the communication toolbar

• Link between Connector-1 and Finesse-1 is active

Procedure:

1. Disconnect the WAN link

2. Change Agent state or perform any agent operation

Expected Results:

1. The request should be processed normally via Finesse-1

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

39

Revision:

Tester:

Date:

Test Title:           

WAN Restored, link between Driver-1 and Connector-1 is restored

Test Purpose:

Verify that after the link between Driver-1 and Connector-1 is restored and WAN is also restored. Driver sends RECONNECT request to the Connector and resumes communication toolbar for all active agents

Test Setup:

• Agent is logged in to communication toolbar

• All agent controls are disabled

• Connector-1 is up

• Connector-2 is up

• Finesse-1 & Finesse-2 are up

• SCS is also up

Procedure:

1. Restore WAN link (link between 2 sites)

2. Restore private connection between Driver-1 and Connector-1

Expected Results:

1. Drive should get the heartbeat response from the Connector after restore

2. Driver shoud sends RECONNECT request to Connector to get Agent updated state

3. Driver restores all active agent’s communication toolbar

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

40

Revision:

Tester:

Date:

Test Title:           

WAN is down and Network between Connector-1 and Finesse-1 is down

Test Purpose:

Verify that Driver gets OUT_OF_SERVICE and all active agent’s toolbar disabled

Test Setup:

• Connector is up

• Agent is signed-in the Siebel Communication Toolbar

Procedure:

1. Disconnect the link between Connector-1 and Finesse-1

2. Disconnect the link between Connector-1 and Finesse-2 (WAN link)

3. Perform some agent operation

Expected Results:

1. Agent(s) will get OUT_OF_SERVICE message

2. Shortly after that, all toolbar buttons are disabled

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

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.

43

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Tester:

Date:

Test Title:           

Connector-1 is down

Test Purpose:

What if Connector-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 Connector-1

Expected Results:

1. Connector-2 should start processing requests from Driver-1.

2. All operations should run smoothly and seamlessly.

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

44

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Tester:

Date:

Test Title:           

Finesse-1 is down or OUT_OF_SERVICE

Test Purpose:

Check if Finesse-1 is down or out-of-service, is there any affect on request processing via Finesse-2?

Test Setup:

• Agent(s) are logged in.

• All network connections are up

• All components are up

Procedure:

1. Take Finesse-1 service down

Expected Results:

1. Both connectors should connect to Finesse-2

2. All agent operations should run smoothly

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

45

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Tester:

Date:

Test Title:           

Both AMQ Brokers and Connector-1 are down

Test Purpose:

What if both Brokers and Connector-1 are down during an active setup? Agents should see MQ_DISCONNECTED

Test Setup:

• Agent(s) are logged in.

• All network connections are up

• All components are up

Procedure:

1. Stop Broker-1

2. Stop Broker-2

Expected Results:

1. Agent(s) should see MQ_DISCONNECTED

2. All toolbar buttons should be disabled on connection timeout

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

46

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Tester:

Date:

Test Title:           

AMQ Broker-1 is restarted

Test Purpose:

Broker-1 is started after being stopped for a while

Test Setup:

• Agent(s) are logged in.

• All network connections are up

• All components are up

• AMQ Broker-1 is stopped

Procedure:

1. Start AMQ Broker-1

Expected Results:

1. Driver should reestablish connection with Broker-1 on Connector-1

2. Connector-1 should reestablish connection with Broker-1

3. All operations should run smoothly and seamlessly.

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

47

Revision:

Tester:

Date:

Test Title:           

Connector-1 is restarted

Test Purpose:

What if Connector-1 is started after being stopped for sometime

Test Setup:

• Agent(s) are logged in.

• All network connections are up

• All components are up

• Connector-1 is stopped

Procedure:

1. Start Connector-1

Expected Results:

1. Connector-1 should start processing requests

2. All operations should run smoothly and seamlessly.

Actual Results

Pass:     Fail: N/A:   

Remarks / Reason For Failure

Test No.

48

Revision:

Tester:

Date:

Test Title:           

Finesse-1 is back in-service

Test Purpose:

Check if Finesse-1 is back in-service after being out-of-service. Check the impact on the client or system

Test Setup:

• Agent(s) are logged in.

• All network connections are up

• All components are up

• Finesse-1 is stopped

Procedure:

1. Turn on Finesse-1

Expected Results:

1. All agent operations should run smoothly

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

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

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.

53

Revision:

Tester:

Date:

Test Title:           

See what happens if Agent tries to login with different extensions

Test Purpose:

Check what happens when Agent 1 tries to login using different extensions

Test Setup:

• Environment is up and the Agent 1 is logged in with extension 1

Procedure:

1. Agent 1 tries to login using extension 2

Expected Results:

1. Same agent with different extensions should not be allowed to login

2. The error message will be displayed.

Actual Results

Pass:     Fail: N/A:   

Test No.

54

Revision:

Tester:

Date:

Test Title:           

See what happens if two agent tries to login using same extensions

Test Purpose:

Check what happens when an Agent 1 and Agent 2 tries to login using extension 1

Test Setup:

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

Procedure:

1. Login using Agent 1 and extension 1

2. Login using Agent 2 and extension 1

Expected Results:

1. Agent 2 will get the error message, “The extension is already in use”

Actual Results

Pass:     Fail: N/A:   

Test No.

55

Revision:

Tester:

Date:

Test Title:           

See what happens when same agent tries to login on finesse and then on Siebel at the same time

Test Purpose:

Check what happens when an Agent 1 logs in on Finesse and then on Siebel

Test Setup:

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

Procedure:

1. Login Agent 1 on Finesse

2. Login Agent 1 on Siebel

Expected Results:

1. Agent should successfully be logged in on Siebel while still logged in to Finesse

Actual Results

Pass:     Fail: N/A:   

Test No.

56

Revision:

Tester:

Date:

Test Title:           

See what happens when same agent tries to login on Siebel and then on Finesse at the same time

Test Purpose:

Check what happens when an Agent 1 logs in on Siebel and then on Finesse at the same time

Test Setup:

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

Procedure:

1. Login using Agent 1 on Siebel

2. Login using Agent 1 on Finesse  

Expected Results:

1. Agent should successfully be logged in to both Siebel and Finesse

Actual Results

Pass:     Fail: N/A:   

Test No.

57

Revision:

Tester:

Date:

Test Title:           

See what happens when Agent closes the browser suddenly while logged in to toolbar as well

Test Purpose:

Check what happens when an Agent 1 is logged in on toolbar and closes the browser window suddenly

Test Setup:

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

Procedure:

1. Login using Agent 1

2. Login on toolbar using extension 1

3. Close the browser suddenly

Expected Results:

1. Siebel application will terminate user’s Siebel Object Manager session after session-timeout + channelCleanupTimer elapsed. Refer to Siebel documentation for settings of these attributes in Siebel.

2. On clearing Object Manager session, EF Siebel Driver is invoked with ReleaseSession.

3. EF Siebel Driver will invoke forced-logout the agent from Finesse.

4. If the agent is in READY state, Connector will change agent’s state to NOT_READY and logout immediately.

5. If the agent is in NOT_READY state, Connector will logout agent immediately.

6. If the agent is on an active call, the Connector will invoke the state-change command to make agent NOT_READY

7. When the active call ends, the Connector will logout the agent.

Actual Results

Pass:     Fail: N/A:   

Test No.

58

Revision:

Tester:

Date:

Test Title:           

Agent logout from Siebel with logging out from toolbar

Test Purpose:

Check what happens when an Agent 1 is logged out from toolbar and then logout from Siebel

Test Setup:

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

Procedure:

1. Login using Agent 1

2. Logout Agent 1 from CTI Toolbar

3. Logout Agent 1 from Siebel web client

Expected Results:

1. Agent should be logged out from Finesse as soon as the Agent gets logged out from Siebel Toolbar

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:   

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.

61

Revision:

Tester:

Date:

Test Title:           

Simple call: Call is ringing on agent side 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 when call is ringing on agent’s side

Test Setup:

• Call is ringing on Agent 1 side

Procedure:

1. ActiveMQ, Finesse or GC failover happens

Expected Results:

1. Agent should be able to successfully attend the call

Actual Results

Pass:     Fail: N/A:   

Test No.

62

Revision:

Tester:

Date:

Test Title:           

Simple call: Call is in active 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 when call is in active state

Test Setup:

• Call is in active state

Procedure:

1. ActiveMQ, Finesse or GC failover happens

Expected Results:

1. Smooth operation of active call should continue

Actual Results

Pass:     Fail: N/A:   

Test No.

63

Revision:

Tester:

Date:

Test Title:           

Simple call: Call is in hold 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 when call is in hold state

Test Setup:

• Call is in held state

Procedure:

1. ActiveMQ, Finesse or GC failover happens

Expected Results:

1. Smooth operation of active call should continue

Actual Results

Pass:     Fail: N/A:   

Test No.

64

Revision:

Tester:

Date:

Test Title:           

Simple call: Agent is in not ready state, receives a call and failover happens due to any component failure like ActiveMQ, Finesse or Generic connector. What will be the state of agent after call release

Test Purpose:

Agent is in not ready state, receives a call and failover happens due to any component like ActiveMQ, Finesse or Generic connector. Check state of agent after call release

Test Setup:

• Agent is in not ready state

• Agent receives a call

Procedure:

1. ActiveMQ, Finesse or GC failover happens

2. Check state of Agent after call release

Expected Results:

1. State of Agent should remain the same after call release

Actual Results

Pass:     Fail: N/A:   

Test No.

65

Revision:

Tester:

Date:

Test Title:           

Consult call: Consult call is ringing on Agent 2 side and failover happens due to any component failure like ActiveMQ, Finesse or Generic connector

Test Purpose:

Agent is in not ready state, receives a call and failover happens due to any component like ActiveMQ, Finesse or Generic connector. Check state of agent after call release

Test Setup:

• Agent is in not ready state and doing consult call with Agent2

Procedure:

1. Agent1 is in not ready state

2. Agent1 receives a call

3. Agent1 does consult call with Agent2

4. Call is ringing at Agent 2

5. ActiveMQ, Finesse or GC failover happens

Expected Results:

1. State of Agent2 should remain the same (call ringing)

2. State of Agent1 should remain the same (Release call button is enabled to clear consult transfer call)

Actual Results

Pass:     Fail: N/A:   

Test No.

66

Revision:

Tester:

Date:

Test Title:           

Consult call: Consult call is active between Agent 1 and Agent 2, 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 consult call is active between Agent 1 and Agent 2

Test Setup:

• Agent 1 and Agent 2 are on consult call

Procedure:

1. ActiveMQ, Finesse or GC failover happens

2. Check state of Agent after call release

Expected Results:

1. State of Agent should remain the same as it was before the failover

Actual Results

Pass:     Fail: N/A:   

Test No.

67

Revision:

Tester:

Date:

Test Title:           

Consult call: Consult Call is ringing on Agent 2 and releases call from IP phone, 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 consult call is ringing on Agent 2 and release call from IP phone

Test Setup:

• Consult call is ringing on Agent 2 side

• Call is released from IP phone

Procedure:

1. ActiveMQ, Finesse or GC failover happens

Expected Results:

1. Regular call should be active between both agents

Actual Results

Pass:     Fail: N/A:   

Test No.

68

Revision:

Tester:

Date:

Test Title:           

Consult call: Consult call is active between Agent 1 and Agent 2, releases call from IP phone, 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 consult call is active between Agent 1 and Agent 2, release call from Agent 2

Test Setup:

• Consult call is Active between Agent 1 and Agent 2

• Call is released from Agent 2 using IP phone

Procedure:

1. ActiveMQ, Finesse or GC failover happens

Expected Results:

1. Call should be released successfully for Agent 2

2. Call is active between Agent 1 and the caller

Actual Results

Pass:     Fail: N/A:   

Test No.

69

Revision:

Tester:

Date:

Test Title:           

Consult call: Consult call is active between Agent 1 and Agent 2, 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 consult call is active between Agent 1 and Agent 2, Agent 2 is on hold

Test Setup:

• Consult call is Active between Agent 1 and Agent 2

• Agent 2 is on hold

Procedure:

1. ActiveMQ, Finesse or GC failover happens

Expected Results:

1. Agent 2 should remain on hold

2. Agent 1 should remain active

Actual Results

Pass:     Fail: N/A:   

Test No.

70

Revision:

Tester:

Date:

Test Title:           

Consult call: Consult call is active between Agent 1 and Agent 2, Agent 1 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 consult call is active between Agent 1 and Agent 2, Agent 1 is on hold

Test Setup:

• Consult call is Active between Agent 1 and Agent 2

• Agent 1 is on hold

Procedure:

1. ActiveMQ, Finesse or GC failover happens

Expected Results:

1. Agent 1 should remain on hold

2. Agent 2 should remain active

Actual Results

Pass:     Fail: N/A:   

Test No.

71

Revision:

Tester:

Date:

Test Title:           

Blind Transfer: Blind transfer call is ringing on Agent 2, 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 blind transfer call is ringing on Agent 2

Test Setup:

• Blind transfer call is ringing on Agent 2

Procedure:

1. ActiveMQ, Finesse or GC failover happens

Expected Results:

1. Call should keep on ringing on Agent 2

2. While Agent 1 is already back to Ready/Not-Ready state as he was in prior to failover

Actual Results

Pass:     Fail: N/A:   

Test No.

72

Revision:

Tester:

Date:

Test Title:           

Conference Call: Conference call is active between 3 participants, 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 between all participants

Test Setup:

• Conference call is active between all participants

Procedure:

1. ActiveMQ, Finesse or GC failover happens

Expected Results:

1. Call between all participants should continue as it was prior to failover

Actual Results

Pass:     Fail: N/A:   

Test No.

73

Revision:

Tester:

Date:

Test Title:           

Conference Call: Call is active and Agent 1 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 1 is on hold

Test Setup:

• Conference call is active

• Agent 1 is on hold

Procedure:

1. ActiveMQ, Finesse or GC failover happens

Expected Results:

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

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: