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Procedure documentationDemonstrating and Testing the ICI Using the CMSS Locate this document in the navigation structure

Prerequisites

You have installed and customized the ICI.

You have installed the J2EE Engine.

You have set up the Interaction Center (IC) WebClient.

Note Note

There may be multiple connections configured for SOAP messages sent from the SAP system. When using the CMSS to perform your demonstrations and tests, you must ensure that you are using the CMSS connection. You do so by selecting the Default radio button next to Communication Management Software Simulator in the Connections section of BCB administration, or by Customizing the IC WebClient accordingly. For more information, see Customizing the Integrated Communication Interface.

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Procedure

Demonstrations Using the Communication Management Software Simulator (CMSS)

To access the CMSS user interface, either go directly to http://<hostname>:<port>/ccsui or choose Communication Management Software Simulator from BCB administration.

The following procedures show how to carry out simple demonstrations of the functionality in demonstration mode. All the demonstration procedures start from the CMSS in its initial status. For information about the advanced mode, see Communication Management Software Simulation.

Inbound Phone Call to IC WebClient Agent

  1. In the CMSS under Agents, choose Simulation. On the Agents Overview Page , make sure that the IC WebClient agent to be used for the demonstration is not currently logged on.

  2. In the IC WebClient, log the agent on and ensure that the telephony channel is open for this agent, so that the agent can receive inbound phone calls.

  3. In the CMSS on the Agents Overview Page, choose Refresh. You see that the agent is now logged on with the status Ready (under Workmode). The agent's contact details are shown under Addresses.

  4. In the CMSS under Telephony, choose Simulation. The Telephony Demo Page appears.

  5. At From, enter the phone number of a customer who might call the agent. You can actually enter any phone number, but if you enter a customer's phone number recognized by the system, the customer's details are displayed. The destination phone numbers available on the Telephony Info Page are not to be used in this demonstration. They are only for outbound demonstrations.

  6. At To, select the phone number of the agent. Note that you must actively select the number even if there is only one number available in the field.

  7. Choose Call Agent. The status message Phone call is active appears.

  8. In the IC WebClient, note the inbound phone call and accept it.

  9. In the CMSS on the Telephony Demo Page, choose Drop Call. The status message Connection is closed appears.

  10. In the IC WebClient, note that the call has been dropped.

Inbound Chat Session to IC WebClient Agent

  1. In the CMSS under Agents, choose Simulation. On the Agents Overview Page, make sure that the IC WebClient agent to be used for the demonstration is not currently logged on.

  2. In the IC WebClient, log the agent on and ensure that the chat channel is open for this agent, so that the agent can receive inbound chat.

  3. In the CMSS on the Agents Overview Page, choose Refresh. You see that the agent is now logged on with the status Ready (under Workmode). The agent's contact details are shown under Addresses.

  4. In the CMSS under Chat, choose Simulation. The Chat Demo Page appears.

  5. At From, enter the address of a customer who might send a chat request to the agent. You can actually enter any address, but if you enter a customer's address recognized by the system, the customer's details are displayed.

  6. At To, select the address of the agent. Note that you must actively select the address even if there is only one address available in the field.

  7. At Title, enter a title for the chat request.

  8. At Text, enter some text for the chat request.

  9. Choose Send Chat Request to Agent. The status messageChat session is active appears.

  10. In the IC WebClient, note the arrival of the chat request and send a reply posting.

  11. In the CMSS on the Chat Demo Page, choose Refresh then note the reply posting made by the IC WebClient agent.

  12. Enter another text at Text and choose Send New Posting.

  13. Choose Leave Chat Session. The status message Chat session has been leftappears.

  14. In the IC WebClient, note that the chat session has been left.

Inbound Message to IC WebClient Agent

  1. In the CMSS under Agents, choose Simulation. On the Agents Overview Page, make sure that the IC WebClient agent to be used for the demonstration is not currently logged on.

  2. In the IC WebClient, log the agent on and ensure that the messaging channel is open for this agent, so that the agent can receive inbound messages.

  3. In the CMSS on the Agents Overview Page, choose Refresh. You see that the agent is now logged on with the status Ready (under Workmode). The agent's contact details are shown under Addresses.

  4. In the CMSS under Messaging, choose Simulation. The Messaging Demo Page appears.

  5. At From, enter the address of a customer who might send a message to the agent. You can actually enter any address, but if you enter a customer's address recognized by the system, the customer's details are displayed.

  6. At To, select the address of the agent. Note that you must actively select the address even if there is only one address available in the field.

  7. At Subject, enter a subject for the message.

  8. Select Attachment and enter some text at Text.

  9. Choose Send Message to Agent. The status message Message has been sentappears.

  10. In the IC WebClient, note the arrival of the message sent.

Note Note

If you want to return to the initial status, choose Reset CMSS. This deletes all agents that are logged on, all subscriptions, and all items.

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