Ruby call scenarios on LG and Samsung PABXs

[Belinda Frick]

Call scenarios for Ruby

This document explains how to determine what the PABX reports for
different call scenarios.

The following call scenarios will be checked:
1. Calls going to an agent immediately
2. Calls waiting in the queue for a short time and then going to an agent
3. Calls hanging up in the queue while waiting for an agent
4. Calls waiting in the queue for a long time i.e. more than 2 minutes.
(Whether the call is answered is not important).

Please follow these guidelines:

Use the PABX3 interface to log each scenario.
It is important to ensure that no other calls enter the system
during this test.
Use a new log file for each scenario. Rename the existing log
file to a new name before starting. The log file is in
"C:\Program Files\Datatex\PABX3\RawData". The log file name has the
format Raw200432.txt where 2004 is the year and 32 is the week of
the year.
Phone from the same telephone for each scenario
Use the same agent for each scenario.


1. Calls going to an agent immediately

Ensure that one agent is logged in and available to take calls.
Rename the log file to a different name.
Wait 15 seconds.
Phone the call centre number and wait till the agent answers.
Wait 15 seconds and then hang up.
Wait 15 seconds and then rename the log file to a different
name, perhaps Test1.txt.


2. Calls waiting in the queue for a short time and then going to an agent

Ensure that one agent is logged in and that the agent is busy on a call.
Rename the log file to a different name.
Wait 15 seconds.
Phone the call centre number and wait till you receive the
first queue message.
After the message has played, have the agent hang up for the
other call.
The agent should then receive your call.
Wait 15 seconds and then hang up.
Wait 15 seconds and then rename the log file to a different name,
perhaps Test2.txt.


3. Calls hanging up in the queue while waiting for an agent

Ensure that one agent is logged in and that the agent is busy on
a call.
Rename the log file to a different name.
Wait 15 seconds.
Phone the call centre number and wait till you receive the first
queue message.
After the message has played, hang up.
Wait 15 seconds and then rename the log file to a different name,
perhaps Test3.txt.


4. Calls waiting in the queue for a long time i.e. more than 2 minutes

Ensure that one agent is logged in and that the agent is busy on a call.
Rename the log file to a different name.
Wait 15 seconds.
Phone the call centre number and wait till you receive the first
queue message.
After the message has played, wait for 2 more minutes and hang up.
Wait 15 seconds and then rename the log file to a different name,
perhaps Test4.txt.

Send all the scenario test files to Datatex, addressed to support@datatex.co.za.
Also include the number you called from, the agents' extension, the ACD/UCD
group number if available, the DID/DDI number if applicable and the PABX Model.