Testing 2 - Outbound

From the Softdial Control Center (see Softdial Control Center), select Service Status. This opens the Service Status window (Fig. 1).

Fig. 1 - Service Status Window

Confirm that the following services are Running:

• Softdial Telephony Gateway
• Namespace Server
• CallGem Dialer & ACD Engine

If any services are not shown as Running, restart the services.

From Start Menu > Programs > Softdial Contact Center, select Dialer Chat.

Click Connect (Fig. 2).

Fig. 2 - Dialer Chat Connected

The Host defaults to localhost but if the Softdial CallGem™ instance you are connecting to is not on the same server as Dialer Chat, you can enter the IP address of any accessible server here.

In order to start communication with Softdial CallGem™, the telephony layer issues a Trunks Open [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 Enumerate Switches [ES] message from Dialer Chat with a Transaction Identifier (TX) parameter. If a telephony layer has registered with Softdial CallGem™ (by sending a Trunks Open [TO] message), Softdial CallGem™ will respond with a Switch Data [SZ] message indicating switch details, as shown in the example below.

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

Next, open a campaign and log on an agent with the following messages:

OC\CNTestCampaign
AL\CNTestCampaign\AN1\ADAgent1\AE***

*** means 'number specific to your environment'

If using V10.1 or later and no Tenant Description (TD) parameter is specified, Softdial CallGem™ will assume the default tenant.

Softdial CallGem™ should respond with confirmation of the campaign open (V10.1) and agent log in request:

CO\TDdefault\CNTestCampaign
LI\TDdefault\CNTestCampaign\AN1

The Agent Extension (AE) number should ring and either a heartbeat or WAV sound played, depending on how the Aculab cards are configured.

If successful, this test confirms that the Aculab interface in STG is functioning.

Now set up a test call with a Make Call [MC] message:

MC\CNTestCampaign\AN1\FC\TNxxx

The Follow On Call (FC) parameter indicates that this is an 'Ad-Hoc' call and should be dialed immediately.

If the call is answered, Softdial CallGem™ should respond with an Agent Connect [AC] message as follows:

AC\TDdefault\CNTestCampaign\AN1\SIxxx\TNxxx\FC\AG1

To close the call, enter a Start Wrap [SW] message:

SW\AN1

Softdial CallGem™ should respond with Call Ended [CE] and Number Back [NB] messages as follows:

CE\TDdefault\CNTestCampaign\AN1\SIxxx\TNxxx\FC
NB\TDdefault\CNTestCampaign\AN1\SIxxx\TNxxx\RE10\FC

The Reason Code (RE) value of 10 means that the call was a 'Live' call and was successfully transferred to Agent1.

Fig. 3 shows a screenshot of the Dialer Chat window containing a typical message sequence for this test:

Fig. 3 - Dialer Chat - Successful Follow-on Call

The full message log file for a similar session looks like this.

To aid understanding, the messages below in lower case are user-entered; in UPPER CASE are Softdial CallGem™-generated.

The test can also use the predictive process as shown in Fig. 4 below:

Fig. 4 - Dialer Chat - Successful Predictive Call