Telephony Adapter Test Cases

This appendix covers the following topics:

Test Procedures

Events, denoted by [<Agent>/<EventName>] are Oracle Telephony Manager events to check at the given time.

Note: Not all possible Oracle Telephony Manager events are checked at all times.

The following table lists agent state test procedures.

Number Test Procedure
A1 With agent A's actual phone logged out, log in agent A with the softphone.
A2 With agent A's actual phone logged in and not ready, log in agent A with the softphone; see if the phone is automatically logged out and then logged in.
A3 With agent A's actual phone logged in and ready, login agent A with the softphone; see if the phone is automatically logged out and then logged in.
A4 With agent A's actual phone logged in and on a call, log in agent A with the softphone; see if the proper error message is displayed; manually hang up any remaining calls on the phone; log in agent A with the softphone again; see if the phone is automatically logged out and then logged in.
A5 Log out agent A.
A6 Set agent A to ready state.
A7 Set agent A to not-ready state.

The following table lists make call/ answer call test procedures.

Number Test Procedure
B1 A calls B; B does not answer; A hangs up.
B2 A calls B; B answers [NO B/ExternalWithData]; A hangs up.
B3 A calls B; B answers; B hangs up.
B4 A makes outbound call to X; X does not answer; A hangs up.
B5 A makes outbound call to X; X answers [NO A/ExternalWithData]; A hangs up.
B6 A makes outbound call to X; X answers; X hangs up.
B7 A receives inbound call from X [A/ExternalWithData]; A does not answer; X hangs up.
B8 A receives inbound call from X [A/ExternalWithData]; A answers; A hangs up.
B9 A receives inbound call from X; A answers; X hangs up.
B10 A calls B which is busy.
B11 A makes outbound call to X which is busy.
B12 A calls an invalid internal number.
B13 A makes outbound call to an invalid external number.

The following table lists hold/retrieve test procedures.

Number Test Procedure
C1 A calls B; B answers; A puts call on hold; A retrieves the call.
C2 A calls B; B answers; B puts call on hold; B retrieves the call.
C3 A calls B; B answers; A puts call on hold; B puts call on hold; A retrieves the call; B retrieves the call.
C4 A calls B; B answers; A puts call on hold; B hangs up.
C5 A calls B; B answers; B puts call on hold; A hangs up.
C6 A makes outbound call to X; X answers; A puts call on hold; A retrieves the call.
C7 A makes outbound call to X; X answers; A puts call on hold; X hangs up.
C8 A receives inbound call from X [A/ExternalWithData]; A answers; A puts call on hold; A retrieves the call.
C9 A receives inbound call from X; A answers; A puts call on hold; X hangs up.
C10 A calls B; A puts call on hold; B answers; A retrieves the call.
C11 A makes outbound call to X; A puts call on hold; X answers; A retrieves the call.

The following table lists consultative transfer test procedures.

Number Test Procedure
D1 A receives inbound call from X [A/ExternalWithData]; A answers; A makes consultation call to B; B answers [B/TransferWithData; call data should be same as A/ExternalWithData previously]; A completes transfer.
D2 A receives inbound call from X; A answers; A makes outbound consultation call to Y; Y answers; A completes transfer.
D3 A makes outbound call to X; X answers [NO A/ExternalWithData]; A makes consultation call to B; B answers [NO B/TransferWithData]; A completes transfer.
D4 A makes outbound call to X; X answers; A makes outbound consultation call to Y; Y answers; A completes transfer.
D5 A calls B; B answers; B makes consultation call to C; C answers [NO C/TransferWithData]; B completes transfer.
D6 A calls B; B answers; B makes outbound consultation call to X; X answers; B completes transfer.
D7 A receives inbound call from X; A answers; A makes consultation call to B; B answers; B puts consultation call on hold; A completes transfer; B retrieves transferred call.
D8 A makes outbound call to X; X answers; A makes consultation call to B; B answers; B puts consultation call on hold; A completes transfer; B retrieves transferred call.
D9 A calls B; B answers; B makes consultation call to C; C answers; C puts consultation call on hold; B completes transfer; C retrieves transferred call.
D10 A calls B; B answers; A puts call on hold; B makes consultation call to C; C answers [NO C/TransferWithData]; B completes transfer; A retrieves transferred call.
D11 A calls B; B answers; A puts call on hold; B makes outbound consultation call to X; X answers; B completes transfer; A retrieves transferred call.

The following table lists blind transfer test procedures.

Number Test Procedure
E1 A receives inbound call from X [A/ExternalWithData]; A answers; A makes consultation call to B; A completes transfer before B answers; B answers [B/TransferWithData].
E2 A receives inbound call from X; A answers; A makes outbound consultation call to Y; A completes transfer before Y answers; Y answers.
E3 A makes outbound call to X; X answers [NO A/ExternalWithData]; A makes consultation call to B; A completes transfer before B answers; B answers [NO B/TransferWithData].
E4 A makes outbound call to X; X answers; A makes outbound consultation call to Y; A completes transfer before Y answers; Y answers.
E5 A calls B; B answers; B makes consultation call to C;B completes transfer before C answers; C answers [NOC/TransferWithData].
E6 A calls B; B answers; B makes outbound consultation call to X; B completes transfer before X answers; X answers.
E7 A calls B; B answers; A puts call on hold; B makes consultation call to C; B completes transfer before C answers; C answers [NO C/TransferWithData]; A retrieves transferred call.
E8 A calls B; B answers; A puts call on hold; B makes outbound consultation call to X; B completes transfer before X answers; X answers; A retrieves transferred call.

The following table lists consultative conference test procedures.

Number Test Procedure
F1 A receives inbound call from X [A/ExternalWithData]; A answers; A makes consultation call to B; B answers [B/ConferenceWithData; call data should be same as A/ExternalWithData previously]; A completes conference.
F2 A receives inbound call from X; A answers; A makes outbound consultation call to Y; Y answers; A completes conference.
F3 A makes outbound call to X; X answers [NO A/ExternalWithData]; A makes consultation call to B; B answers [NO B/ConferenceWithData]; A completes conference.
F4 A makes outbound call to X; X answers; A makes outbound consultation call to Y; Y answers; A completes conference.
F5 A calls B; B answers; B makes consultation call to C; C answers [NO C/ConferenceWithData]; B completes conference.
F6 A calls B; B answers; B makes outbound consultation call to X; X answers; B completes conference.
F7 A receives inbound call from X; A answers; A makes consultation call to B; B answers; B puts consultation call on hold; A completes conference; B retrieves conferenced call.
F8 A makes outbound call to X; X answers; A makes consultation call to B; B answers; B puts consultation call on hold; A completes conference; B retrieves conferenced call.
F9 A calls B; B answers; B makes consultation call to C; C answers; C puts consultation call on hold; B completes conference; C retrieves conferenced call.
F10 A calls B; B answers; A puts call on hold; B makes consultation call to C; C answers [NO C/ConferenceWithData]; B completes conference; A retrieves conferenced call.
F11 A calls B; B answers; A puts call on hold; B makes outbound consultation call to X; X answers; B completes conference; A retrieves conferenced call.

The following table lists consultation (transfer/conference) cancel test procedures.

Number Test Procedure
G1 A receives inbound call from X [A/ExternalWithData]; A answers; A makes consultation call to B; X hangs up before B answers; B answers [B/TransferWithData].
G2 A receives inbound call from X; A answers; A makes consultation call to B; A hangs up consultation call before B answers; A reconnects to X.
G3 A receives inbound call from X [A/ExternalWithData]; A answers; A makes consultation call to B; B answers [B/TransferWithData]; X hangs up before A completes the transfer/conference.
G4 A receives inbound call from X; A answers; A makes consultation call to B; B answers; A hangs up consultation call; A reconnects to X.
G5 A receives inbound call from X; A answers; A makes consultation call to B; B answers; B hangs up consultation call; A reconnects to X.
G6 A receives inbound call from X; A answers; A makes outbound consultation call to Y; X hangs up before Y answers; Y answers.
G7 A receives inbound call from X; A answers; A makes outbound consultation call to Y; A hangs up consultation call before Y answers; A reconnects to X.
G8 A receives inbound call from X; A answers; A makes outbound consultation call to Y; Y answers; X hangs up before A completes the transfer/conference.
G9 A receives inbound call from X; A answers; A makes outbound consultation call to Y; Y answers; A hangs up consultation call; A reconnects to X. P
G10 A receives inbound call from X; A answers; A makes outbound consultation call to Y; Y answers; Y hangs up consultation call; A reconnects to X.
G11 A makes outbound call to X; X answers; A makes consultation call to B; X hangs up before B answers; B answers.
G12 A makes outbound call to X; X answers; A makes consultation call to B; A hangs up consultation call before B answers; A reconnects to X.
G13 A makes outbound call to X; X answers; A makes consultation call to B; B answers; X hangs up before A completes the transfer/conference.
G14 A makes outbound call to X; X answers; A makes consultation call to B; B answers; A hangs up consultation call; A reconnects to X.
G15 A makes outbound call to X; X answers; A makes consultation call to B; B answers; B hangs up consultation call; A reconnects to X.
G16 A makes outbound call to X; X answers; A makes outbound consultation call to Y; X hangs up before Y answers; Y answers.
G17 A makes outbound call to X; X answers; A makes outbound consultation call to Y; A hangs up consultation call before Y answers; A reconnects to X.
G18 A makes outbound call to X; X answers; A makes outbound consultation call to Y; Y answers; X hangs up before A completes the transfer/conference.
G19 A makes outbound call to X; X answers; A makes outbound consultation call to Y; Y answers; A hangs up consultation call; A reconnects to X.
G20 A makes outbound call to X; X answers; A makes outbound consultation call to Y; Y answers; Y hangs up consultation call; A reconnects to X.
G21 A calls B; B answers; B makes consultation call to C; A hangs up before C answers; C answers.
G22 A calls B; B answers; B makes consultation call to C; B hangs up consultation call before C answers; B reconnects to A.
G23 A calls B; B answers; B makes consultation call to C; C answers; A hangs up before B completes the transfer/conference.
G24 A calls B; B answers; B makes consultation call to C; C answers; B hangs up consultation call; B reconnects to A.
G25 A calls B; B answers; B makes consultation call to C; C answers; C hangs up consultation call; B reconnects to A.
G26 A calls B; B answers; B makes outbound consultation call to X; A hangs up before X answers; X answers.
G27 A calls B; B answers; B makes outbound consultation call to X; B hangs up consultation call before X answers; B reconnects to A.
G28 A calls B; B answers; B makes outbound consultation call to X; X answers; A hangs up before B completes the transfer/conference.
G29 A calls B; B answers; B makes outbound consultation call to X; X answers; B hangs up consultation call; B reconnects to A.
G30 A calls B; B answers; B makes outbound consultation call to X; X answers; X hangs up consultation call; B reconnects to A.
G31 A receives inbound call from X; A answers; A makes consultation call to B which is busy; A reconnects to X.
G32 A receives inbound call from X; A answers; A makes outbound consultation call to Y which is busy; A reconnects to X.
G33 A receives inbound call from X; A answers; A makes consultation call to an invalid internal number; A reconnects to X.
G34 A receives inbound call from X; A answers; A makes outbound consultation call to an invalid external number; A reconnects to X.
G35 A makes outbound call to X; X answers; A makes consultation call to B which is busy; A reconnects to X.
G36 A makes outbound call to X; X answers; A makes outbound consultation call to Y which is busy; A reconnects to X.
G37 A makes outbound call to X; X answers; A makes consultation call to an invalid internal number; A reconnects to X.
G38 A makes outbound call to X; X answers; A makes outbound consultation call to an invalid external number; A reconnects to X.
G39 A calls B; B answers; B makes consultation call to C which is busy; B reconnects to A.
G40 A calls B; B answers; B makes outbound consultation call to X which is busy; B reconnects to A.
G41 A calls B; B answers; B makes consultation call to an invalid internal number; B reconnects to A.
G42 A calls B; B answers; B makes outbound consultation call to an invalid external number; B reconnects to A.

The following table lists route point test procedures.

Number Test Procedure
K1 A calls R; R routes to B [NO B/ExternalWithData]; B answers; A makes consultation call to C; C answers [NO C/TransferWithData]; A completes transfer.
K2 A calls R; R routes to B; B answers; A makes consultation call to C; A completes transfer before C answers; C answers [NO C/TransferWithData].
K3 A calls R; R routes to B; B answers; A makes consultation call to C; C answers [NO C/ConferenceWithData]; A completes conference.
K4 A calls B; B answers; B makes consultation call to R; R routes to C; C answers [NO C/TransferWithData]; B completes transfer.
K5 A calls B; B answers; B makes consultation call to R; B completes transfer before R routes to C; R routes to C; C answers [NO C/TransferWithData].
K6 A calls B; B answers; B makes consultation call to R; R routes to C; B completes transfer before C answers; C answers [NO C/TransferWithData].
K7 A calls B; B answers; A makes consultation call to R; R routes to C; C answers [NO C/TransferWithData]; A completes transfer.
K8 A calls B; B answers; A makes consultation call to R; A completes transfer before R routes to C; R routes to C; C answers [NO C/TransferWithData].
K9 A calls B; B answers; A makes consultation call to R; R routes to C; A completes transfer before C answers; C answers [NO C/TransferWithData].
K10 A calls B; B answers; B makes consultation call to R; R routes to C; C answers [NO C/ConferenceWithData]; B completes conference.
K11 A calls R; R routes to B; B answers; A makes consultation call to C; B hangs up before C answers; C answers [NO C/ConferenceWithData].
K12 A calls R; R routes to B; B answers; A makes consultation call to C; A hangs up consultation call before C answers.
K13 A calls R; R routes to B; B answers; A makes consultation call to C; C answers; B hangs up.
K14 A calls R; R routes to B; B answers; A makes consultation call to C; C answers; A hangs up consultation call.
K15 A calls R; R routes to B; B answers; A makes consultation call to C; C answers; C hangs up consultation call.
K16 A calls B; B answers; B makes consultation call to R; A hangs up before R routes to C; R routes to C; C answers.
K17 A calls B; B answers; B makes consultation call to R; R routes to C; A hangs up before C answers; C answers.
K18 A calls B; B answers; B makes consultation call to R; B hangs up consultation call before R routes to C.
K19 A calls B; B answers; B makes consultation call to R; R routes to C; B hangs up consultation call before C answers.
K20 A calls B; B answers; B makes consultation call to R; R routes to C; C answers; A hangs up.
K21 A calls B; B answers; B makes consultation call to R; R routes to C; C answers; B hangs up consultation call.
K22 A calls B; B answers; B makes consultation call to R; R routes to C; C answers; C hangs up consultation call.
K23 A receives inbound call from X [A/ExternalWithData]; A answers; A makes consultation call to R; R routes to B; B answers [B/TransferWithData]; A completes transfer.
K24 A receives inbound call from X; A answers; A makes consultation call to R; A completes transfer before R routes to B; R routes to B; B answers [B/TransferWithData].
K25 A receives inbound call from X; A answers; A makes consultation call to R; R routes to B; A completes transfer before B answers; B answers [B/TransferWithData].
K26 A receives inbound call from X; A answers; A makes consultation call to R; R routes to B; B answers [B/ConferenceWithData]; A completes conference.
K27 A makes an outbound call to X; X answers; A makes consultation call to R; R routes to B; B answers [B/TransferWithData]; A completes transfer.
K28 A makes an outbound call to X; X answers; A makes consultation call to R; A completes transfer before R routes to B; R routes to B; B answers [B/TransferWithData].
K29 A makes an outbound call to X; X answers; A makes consultation call to R; R routes to B; A completes transfer before B answers; B answers [B/TransferWithData].
K30 A makes an outbound call to X; X answers; A makes consultation call to R; R routes to B; B answers [B/ConferenceWithData]; A completes conference.

The following table lists DTMF tones test procedures.

Number Test Procedure
L1 A received inbound call from X; A answers; A presses some digits and clicks on "Dial" button; X hears DTMF tones of digits dialed by A.
L2 A makes outbound call to X; X answers; A presses some digits and clicks on "Dial" button; X hears DTMF tones of digits dialed by A.
L3 A calls B; B answers; A presses some digits and clicks on "Dial" button; B hears DTMF tones of digits dialed by A.
L4 A calls B; B answers; B presses some digits and clicks on "Dial" button; A hears DTMF tones of digits dialed by B.