This chapter covers the following topics:
Perform the steps outlined in the following table to verify the implementation of Oracle Interaction Center Server Manager. The Number column indicates the step sequence. The Required column indicates whether or not a step is required. The Description column describes high-level steps and, where applicable, provides a reference to a more detailed topic in this document. The Responsibility column indicates the Oracle Applications user account responsibility that is required to complete the step.
If you have defined an administrator for Oracle Interaction Center Server Manager, then that user has all of the responsibilities necessary to implement Oracle Interaction Center Server Manager.
The following table lists implementation verification procedures.
After you implement Oracle Interaction Center Server Manager and start the servers, you can test the validity of the CTI and switch integration by using the Unit Test Server test utility. An adapter included in Oracle Interaction Center Server Manager automates testing the integration. If integration fails, then the test tool provides information on the failure that the support and the implementation team can use to identify the problem.
At any time after you complete the integration, you can identify at least five telesets and agents (by agent login ID) that you can use to test the implementation. You can state the location from which to start the test without running previous test cases. You can also run a specific test case identified by a case number.
The Unit Test Server uses a test script file that lists a series of test cases to test one at a time. The Unit Test Server also uses a solution file that contains the expected behavior for each test case. At the end of each test case the Unit Test Server compares the observed behavior of the test with the expected behavior of the test read from the solution file. If a test case fails, then Unit Test Server terminates and generates a failure report which contains details about the test case that failed, the reason for its failure, the current observed behavior for the test, and the behavior that was expected.
Use the following procedure to configure the Unit Test Server test utility.
Install the latest release of the Oracle Advanced Inbound Telephony.
Create and configure the following Interaction Center servers:
Oracle Telephony Manager
Interaction Queuing and Distribution
Oracle Telephony Adapter Server
Inbound Telephony Server
Create an additional server of the type Unit Test Server.
Have the following resources available, 5 Telesets 2) 5 Agents (Oracle CRM Resources configured in Database) 3) 5 Oracle Apps users names (Oracle Apps System User-logins configured in Database) 4) 2 DID numbers pointing to 2 of the above telesets.
Five telesets
Five agents listed as resources configured in the database
Five Oracle Applications user login names configured in the database
Two Direct Inward Dialing (DID) numbers that point to two of the five telesets
Select the ICSM tab and then the Server Group subtab.
The Server Group List page appears.
Click a Server Group Name.
The Server Group Details page appears.
Click Create.
The Server Details page appears.
Enter a unique name in the Server Name field.
From the Server Type list select Unit Test Server.
Select a server group from the Member Server Group list.
Optionally, select or enter values in the fields for Location, Description, Using Server Group, and Primary Node.
Click Save.
The Server Details page appears.
Click Parameters.
The Unit Test Server parameter fields appear.
In the Parameter Name fields for Agents 1 through 5, enter values for the following parameters:
Canonical Phone Number: A standardized telephone number of the format: +<country code> (<area code>) <local exchange>-<subscriber number> For example, "+1 (555) 123-4567" is a United States (+1) telephone number within the 555 area code. This corresponds to the Direct inward dialing (DID) number to reach the agent's teleset.
Oracle Applications Login: The user names the agent uses to log in to Oracle Applications, for example UTAGENT1.
Teleset Hardware ID: The hardware number of the teleset the agent uses to log in to Oracle Advanced Inbound Telephony, for example T4881.
Teleset Internal Number: The number to dial to reach the agent's teleset internally from other agents, for example 4881.
Enter values in the following fields:
Genesys Application Name: The application name that the Unit Test Server uses to connect to the Genesys middleware server, for example AILSERVER. The application name used for the Unit Test Server should be different from the application name that is configured for the Oracle Telephony Adapter Server because one application name in Genesys middleware supports only one client.
Invalid Number to Dial: A number to dial to test the dialing to the invalid number test cases, for example 5555.
Maximum Wait Time for Event Response (seconds): The number of seconds the Unit Test Server needs to wait between two test cases to allow the Unit Test Server to collect the events fired from the middleware and Interaction Center servers even if there is some latency between telephony commands and event responses.
Route Point Number: The route point hardware number that the Inbound Telephony Server is configured to monitor.
Test Case Number: The test case number the Unit Test Server uses when it runs in the Single Test mode, for example B1.
Trace Level: The amount of detail to log. The levels rank from most information (Debug) to least information (Fatal).
Type of Testing: The testing mode the Unit Test Server will run in the next test. The Unit Test Server can run in three modes:
In All Tests from Beginning mode, the Unit Test Server starts testing all the cases in theTestCases file.
All Tests from Test Number mode, the Unit Test Server starts testing all the cases from a given TestCase Number. The Test Case Number can be given in the separate Parameter Field called Test Case Number.
Remaining Feasible Tests mode, the Unit Test Server first detects the Test Case where the Unit Test Server failed in the last run. It then masks out all cases that are dependent on or similar to the failed one and makes a list of the remainder and runs them.
Single Test mode, the Unit Test Server only runs the one test given in the Test Case Number field.
Click Update.
The page refreshes.
Optionally, to enter Java options and server arguments, click Advanced.
Start and stop the Unit Test Server as you do any Interaction Center server. Use the procedures starting and stopping servers described in Administration Tasks.
When running the Unit Test Server, observe the following considerations.
When you start the Unit Test Server it internally starts the other Interaction Center servers with which it interacts. Do not use the Group start button to start all the servers together. Instead, use the Unit Test Server start button only. The Unit Test Server restarts all the servers automatically to bring all servers to a fresh state without residual data. Because the Unit Test Server take time to restart the servers, it can take some additional time before the testing begins.
To terminate unit testing click the stop button available for the Unit Test Server. The Unit Test Server shuts down automatically after running all the test cases that it has been configured to test. Before it shuts down, the Unit Test Server shuts down all the other Interaction Center servers that it started.
Note: Note: An absolute requirement before running the Unit Test Server is to make sure that you reset to the idle state all the hardware devices that are configured to be used by the Unit Test Server. If the telesets are not reset, the Unit Test Server will fail to start or will give wrong results.
Configure all the parameters for the Unit Test Server in the Server Group Details page.