Testing the ORS-based Services

Now that you have configured the ORS-based services, it's time to test them.

Prerequisites

You must have completed the following:

1. Configured the dependencies.
2. Configured the built-in services.
3. Tested the built-in services.
4. Configured the ORS-based services.

Important

In the following scenarios, if the GMS Match fails, there will be no user data attached to the interaction.

Scenario VOICE-NOW-USERORIG Test Procedure

1. Agent Desktop:
   • Log in Agent.
   • Make voice ready.
2. Using JavaScript sample: GMS Service Management UI > Lab > Sample:
   • Set Contact# = <customer phone from which call will be dialed>.
   • Set Scenario = VOICE-NOW-USERORIG.
   • Click Connect.
   • Dial displayed Number to Call.
3. Expected result:
   • Treatment is played.
   • Call is routed to Agent.
   • Toast is displayed with attached data.
   • Call is connected to Agent .
   • On a successful GMS call GMS_MatchResult = SUCCESS.

Scenario VOICE-WAIT-USERORIG Test Procedure

1. Agent Desktop:
   • Log in Agent.
   • Make voice ready.
2. Using JavaScript sample: GMS Service Management UI > Lab > Sample:
   • Set Contact# = <customer phone from which call will be dialed>.
   • Set Scenario = VOICE-WAIT-USERORIG.
   • Click Connect.
   • Click OK on the message.
   • Wait for Agent Available message.
   • Select Yes, I am ready to talk.
   • Dial displayed Number to Call.
3. Expected result:
   • Treatment is played.
   • Call is routed to Agent.
   • Toast is displayed with attached data.
   • Call is connected to Agent.
   • On a successful GMS call GMS_MatchResult = SUCCESS.

Scenario VOICE-NOW-USERTERM Test Procedure

1. Agent Desktop:
   • Log in Agent.
   • Make voice ready.
2. Using Javascript sample: GMS Service Management UI > Lab > Sample:
   • Set Contact# = <customer phone to which call will be dialed>.
   • Set Scenario = VOICE-NOW-USERTERM.
   • Click Connect.
   • Message displays: You will receive a call shortly.
   • Click OK.
3. Expected result:
   • Call is received.
   • Treatment is played.
   • Call is routed to Agent.
   • Toast is displayed with attached data.
   • Call is connected to Agent.
   • On a successful GMS call GMS_MatchResult = SUCCESS.

Scenario VOICE-WAIT-USERTERM Test Procedure

1. Agent Desktop:
   • Log in Agent.
   • Make voice ready.
2. Using Javascript sample: GMS Service Management UI > Lab > Sample:
   • Set Contact# = <customer phone to which call will be dialed>.
   • Set Scenario = VOICE-WAIT-USERTERM.
   • Click Connect.
   • Click OK on the message.
   • Wait for Agent available message.
   • Select Yes, I am ready to talk.
   • Message displays: You will receive a call shortly.
3. Expected result:
   • Call is received.
   • Treatment is played.
   • Call is routed to the Agent.
   • Toast is displayed with attached data.
   • Call is connected to the Agent.
   • On a successful GMS call GMS_MatchResult = SUCCESS.

Scenario CHAT-NOW Test Procedure

1. Agent Desktop:
   • Log in Agent.
   • Make chat ready.
2. Using Javascript sample: GMS Service Management UI > Lab > Sample:
   • Set Scenario = CHAT-NOW.
   • Click Connect.
3. Expected result:
   • GMS app displays chat tab.
   • Chat interaction is routed to the Agent.
   • Toast is displayed with attached data.
   • Chat is connected to the Agent.
   • GMS app shows agent has joined chat.
   • Agent Desktop shows Customer has joined chat.
   • On a successful GMS call GMS_MatchResult = SUCCESS.
   • Customer and Agent can now exchange messages.

Scenario CHAT-WAIT Test Procedure

1. Agent Desktop:
   • Log in Agent.
   • Make chat ready.
2. Using Javascript sample: GMS Service Management UI > Lab > Sample:
   • Set Scenario = CHAT-WAIT.
   • Click Connect.
   • Click OK on the message.
   • Wait for Agent Available message.
   • Select Yes, I am ready to chat.
3. Expected result:
   • GMS app displays chat tab.
   • Chat interaction is routed to Agent.
   • Toast is displayed with attached data.
   • Chat is connected to Agent.
   • GMS app shows agent has joined chat.
   • Agent Desktop shows customer has joined chat.
   • On a successful GMS call GMS_MatchResult = SUCCESS.
   • Customer and Agent can now exchange messages.

What's Next?

Congratulations - you have successfully tested your GMS deployment! You can now go ahead and configure additional Callback services as needed. Note that you can quickly configure a Callback service to one of the above scenarios by selecting the appropriate default configuration after you add a Callback service.