Telephony Testing

3) Inbound

This is best done with the Dialer Chat utility, using the following procedure:

The Softdial Repository™ Inbound Routes tab has a Default Tenant Route. The default route catches all calls that do not have Caller Line Identity (CLI) or Dialed Number Information Service (DNIS) attached and passes them to the specified destination address; by default, 200.

Set up a queue for the default address as shown (Fig. 1) with Offer Timeout set to 15 secs and Overflow Time set to 60 secs. It is not necessary to set an overflow address for the purposes of this test.

Queue configuration 1Queue configuration 2

Fig. 1 - Queue Configuration

We assume here that the Softdial Services are running, and Dialer Chat is connected, as described in 2) Outbound Testing, steps 1) and 2).

In order to start communication with Softdial CallGem™, the telephony layer issues a TrunksOpen [TO] message to Softdial CallGem™ with a Number of Trunks (NT) parameter advising the number of trunks available, e.g.

TO\NT10

You can confirm that the telephony layer is present by sending an EnumerateSwitches [ES] message from Dialer Chat with a Transaction Identifier (TX) parameter. If a telephony layer has registered with Softdial CallGem™ (by sending a TrunksOpen [TO] message), Softdial CallGem™ will respond with a SwitchData [SZ] message indicating switch details, as shown in the example below.

ES\TX1
SZ\TX1\NT30\DP30\TS39876.959796\IC__singlecti

Log on an agent to the System campaign.

The System campaign is already open by default, so there is no need for an OpenCampaign [OC] message:

AL\AN1\ADA\CNSystem\AE167

Softdial CallGem™ responds with the LoggedIn [LI] confirmation:

LI\CNSystem\AN1

Add Agent 1 to an inbound queue with the GroupMembership [GM] message. In this case the agent is added to Queue 200 which has been allocated to the System campaign.

GM\CNSystem\AN1\GA200\ON

Softdial CallGem™ is now waiting to be notified of an incoming call from STG.

When an inbound call is presented, it will connect the call to Agent 1 and issue the following messages:

AC\CNSystem\AN1\SIInbound_1234\TN1296381200\IB\IO\DN179

The Inbound Offering (IO) parameter indicates that Agent 1's phone is ringing.

AC\CNSystem\AN1\SIInbound_1234\TN1296381200\IB\DN179

Agent 1 has answered the call.

Fig. 2 shows a typical Dialer Chat message sequence for this test:

Dialer Chat - Inbound Test

Fig. 2 - Dialer Chat - Inbound Test

For more details of inbound messaging, see Inbound SDMP Messaging.

For more details of inbound routing, see Inbound Overview.

 

If the tests described in 1) Aculab Hardware and Driver Testing, 2) Outbound Testing and this topic are completed successfully, we have proved that