System testing is a part of the installation, upgrade, and ongoing maintenance of a Unified CCE solution. Testing requirements and processes vary from customer to customer. Therefore, specific steps for executing tests are not included in this document.
For installations, testing must ensure all aspects of contact center operation before going live.
For upgrades, at the beginning of each maintenance window, consider running preupgrade tests to establish a benchmark. The benchmark is used when you run the postupgrade tests. Postupgrade tests are necessary for each maintenance window to ensure continued contact center operation throughout the entire upgrade process, which can span multiple maintenance windows.
If you require assistance with Unified CCE solution testing, work with your Cisco representative.
Contact centers need established tests plans and processes for all aspects of contact center operation. Have the plans, tools, and processes in place to test your contact center.
After upgrading Cisco IOS-based transcoders and conference bridges, verify the following:
After upgrading the Cisco Unified CCE Router and Logger, verify the following:
After upgrading the Real Time AW/HDS software, verify the following:
After upgrading the peripheral gateways, verify the following:
Step 1 | Use the Windows Event Viewer on each server to check that no exceptions, errors, or unexpected events have occurred. Select Windows Logs and review the Application and System logs. , then expand |
Step 2 | Ensure that real time and historical data is sent to the Router and AW database. |
Step 3 | Ensure that basic calls and call functionality (such as transfers, conferences, call treatment and queuing) are working properly. |
Step 4 | Ensure that the peripheral is running properly on the upgraded gateway by verifying call flows, CTI desktops, Outbound Option, and other applications. |
After upgrading the Cisco Telephony Integration Object Server and Outbound Option, verify the following:
Step 1 | Use the Windows Event Viewer on each server to check that no exceptions, errors, or unexpected events have occurred. Select Windows Logs and review the Application and System logs. , then expand |
Step 2 | Ensure that all Outbound Option Agent and Transfer to VRU campaigns function as expected, including all applicable dialing modes (Preview, Direct Preview, Progressive, Predictive). |
Step 3 | Ensure that Import Rules function as expected by importing a Contact List and Do Not Call List as applicable. |
After you upgrade both sides of all redundant components, verify the following:
After upgrading the Cisco Telephony Integration Object Server (CTI OS) and CAD agent client software, verify the following:
Step 1 | Use the Windows Event Viewer on each server to check that no exceptions, errors, or unexpected events have occurred. Select Windows Logs and review the Application and System logs. , then expand |
Step 2 | Ensure that basic calls and call functionality (such as transfers, conferences, call treatment and queuing by Unified IP IVR, and so on) are working properly. |
Step 3 | Check that agents are still able to log in and answer calls. |
After upgrading Unified Communications Manager, verify the following:
Step 1 | Verify that no error messages have occurred during the upgrade process. |
Step 2 | Check the upgrade log file for any errors. |
Step 3 | Start all first node and subsequent node servers. |
Step 4 | Verify that there is no replication failure between the first node and subsequent node servers. |
Step 5 | Verify that SIP and SCCP IP Phones are registered with Unified Communications Manager. |
Step 6 | Ensure that the following devices are configured correctly: gatekeeper, trunks, and CTI route points. |
Step 7 | Ensure that the media resources (conference bridges, MTP and transcoders) are configured correctly by checking their status. |
Step 8 | Verify if the end users are able to connect to their CTI managers. |
Step 9 | Check if the license usage is correct as reported in the License Unit Report. |
Step 10 | Check if services on all servers in the cluster are up. |
Step 11 | Perform the Unified Communications Manager first node and subsequent node process verification using the following Real Time Monitoring Tool feature verification process: |