Connection Test

You can carry out a simple connection test to establish whether SOAP messages are being sent correctly. This only tests outbound.

Access http://<hostname>:<port>/bcb and choose Settings. In the Connections section, each connection can be tested individually using the Test button. If the connection could be established, a green light and ok are displayed; otherwise, a red light and failed are displayed. This may be because errors have been made defining the URLs in Customizing.

Traces

For troubleshooting, activate ICI traces. The trace shows a record of all activities to assist you in the identification and resolution of errors. The traces can be viewed using the Log Viewer in the Visual Administrator of the J2EE Engine.

Outbound Phone Calls and Outbound Messages from IC WebClient Agent

You can use the IC WebClient with the CMSS to demonstrate outbound phone calls and messaging. Functionality for initiating outbound chat is not provided. In the CMSS on the Telephony Info Page and the Messaging Info Page, preconfigured destination phone numbers and addresses are available for use when simulating outbound items from the IC WebClient. These destination numbers and addresses are programmed to simulate a specific reaction, and are only for outbound demonstrations.

You can monitor and perform operations on outbound calls and messages in the advanced mode.

Demonstration and Advanced Mode

The CMSS has a demonstration mode and an advanced mode. The demonstration mode enables you to simulate single items (phone calls, messages, chat sessions).

The advanced mode enables you to monitor and perform operations on multiple items from multiple containers. It always shows all items in all containers. When you choose Advanced, information is displayed and functions are available as follows:

Existing Items: Connection and status information is displayed for every current call, message, or chat session. You can display details and item-attached data for individual items on the relevant channel's page, as well as delete all current items of a particular channel.

Registered Containers: The containers that agents currently subscribe to are displayed. You can cancel subscriptions to containers. This function cancels all subscriptions to all containers.

Attached Data: The containers to that agents currently subscribe to can contain attached data. You can manipulate the attached data in advanced mode.