Testing 3 - Inbound

Set up a default route in the Name Space Editor as shown in Fig. 1 below.

Fig. 1 - Incoming Call 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; in this example, 200.

Set up a queue for the default address as shown (Fig. 2) with RNA (Ring No Answer) time 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.

Fig. 2 - Queue Configuration

Restart the Softdial Services to apply changes to the Name Space.

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

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

Log on an agent to the System campaign.

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

AL\AN1\ADA\CNSystem\AE167

Softdial CallGem™ responds with the Logged In [LI] confirmation:

LI\CNSystem\AN1

Add Agent 1 to an inbound queue with the Group Membership [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.