Application Control Engine System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CL.ACE.001 Basic Call Flow Integrate Cisco Application Control Verifies that intelligent loadbalancing and content-switching Engine Load-Balancing technologies are integrated with and Content-Switching acceleration and security Technologies in Unified capabilities in a Unified CVP CVP Post-Routed Test Bed Post-Routed test bed using the Cisco Application Control Engine. 1 of 63
Cisco Agent Desktop System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC701CF.CAD.004 Remote Agent Central Site CAD Supervisor Agent Call Recording/Monitoring of Remote and Central Site Agents Verifies that the central site CAD Supervisor can silently monitor/record the calls of both remote and central site CAD agents. UC701CF.CAD.009 Remote Agent Multiple Blind Transfer Calls by Remote CAD Agent Using SCCP Unified IP Phone to Remote and Central Site Agents Verifies that a remote CAD agent using an SCCP Unified IP Phone can transfer (blind) calls to multiple agents in the remote and central sites. Failed CSCtd22390 2 of 63
CTI OS Agent Desktop System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC701CF.CTI.001 Remote Agent Multiple Blind Transfer Calls by Remote CTI OS Agent Between Remote Sites and Central Site Verifies that a remote CTI OS agent can transfer (blind) calls and CTI data between remote sites and central site UC701CF.CTI.003 Remote Agent Multiple Conference Calls by Remote and Central CTI OS Agents Between Remote Sites and Central Site UC701CF.CTI.004 Remote Agent Central Site CTI OS Supervisor Agent Call Monitoring of Remote and Central Site Agents UC701CF.CTI.005 Remote Agent Unified Remote CTI OS Supervisor Agent Call Monitoring of Remote and Central Site Agents UC701CF.CTI.006 Remote Agent Remote CTI OS Agent Witness Call Recording UC701CF.CTI.007 Remote Agent Multiple Conferences/Hold by Remote CAD Agent to Remote and Central Site Agents Verifies that remote and central site CTI OS agents can answer and conference calls and CTI data between remote sites and the central site using the Cisco 881 Enterprise Teleworker Router. Verifies that the central site CTI OS Supervisor can silently monitor/record the calls of both remote and central site CTI OS agents. Verifies that the remote site CTI OS Supervisor can silently monitor/record the calls of both remote and central site CTI OS agents. Verifies that the Witness Call Recording feature correctly notifies the caller about recording the call with the remote agent. Verifies that a remote agent can conference calls to multiple remote and central site agents and place the calls on hold when the agents are not available. Failed CSCtd53264 3 of 63
Failover, Recovery, Redundancy System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC701CF.FRR.001 Failover Unified CCE with Unified CVP: Active VRU PG Failover and Recovery Verifies that Unified CVP Post- Routed call flows continue to function properly 1) after the active VRU PG fails over to the standby VRU PG and 2) after it UC701CF.FRR.003 Failover Unified CCE with Unified CVP: Active Unified ICME Rogger Failure and Recovery UC701CF.FRR.004 Failover Unified CCE with Unified CVP: Unified Manager CTI Manager Failure and Recovery recovers. Verifies that Unified CVP Post- Routed call flows continue to function properly 1) after the active Unified ICME Rogger fails over to the standby Unified ICME Rogger and 2) after it recovers. Verifies that Unified CVP Post- Routed call flows continue to function properly 1) after the active Unified Manager CTI Manager fails over to the standby CTI Manager and 2) after it recovers. UC701CF.FRR.011 Failover Unified CCE with Unified CVP: Unified Manager First Node (Publisher) Failover to Primary Subsequent Node (Subscriber) and Recovery UC701CF.FRR.012 Failover Unified CCE with Unified CVP: Primary Unified Manager Subsequent Node (Subscriber) Failover to Secondary Subsequent Node (Subscriber) and Recovery Verifies that Unified CVP Post- Routed call flows continue to function properly 1) after the Unified Manager first node fails over to the primary subsequent node and 2) after it recovers. Verifies that Unified CVP Post- Routed call flows continue to function properly 1) after the primary Unified Manager subsequent node fails over to the secondary subsequent node, and 2) after it recovers. 4 of 63
Failover, Recovery, Redundancy System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC701CF.FRR.019 Failover Unified CCE with Unified IP IVR: Data Center WAN Verifies that Unified IP IVR call flows continue to function properly after the connection to Connection Failure and the data center WAN is broken Recovery and then restored. UC701CF.FRR.020 Failover Parent Active Unified ICME Rogger Failover and Recovery UC701CF.FRR.028 Failover Unified Expert Advisor Runtime Server Failover and Recovery UC702CF.FRR.029 Failover Unified CCE with Unified CVP: Before Unified Expert Advisor Accepts or Rejects IM Offering on Blind Transfer from Agent, RunTime Server Process Fails UC802CL.FRR.001 Recovery & Redundancy SIP Dialer Failover and Fallback Verifies that Parent call flows continue to function properly 1) after the active primary Unified ICME Rogger fails over to the standby Unified ICME Rogger and 2) after it recovers. Verifies that a Unified Expert Advisor can successfully transfer (consult) a Unified CVP Post-Routed Call to a Unified IP Phone 1) after the active Unified Expert Advisor Runtime Server fails over to the standby Runtime Server and 2) after it recovers. Verifies that when an agent transfers (blind) a Unified CVP Post-Routed call to a Unified Expert Advisor who receives an instant message, that before the Unified Expert Advisor either accepts or rejects the offering, the RunTime Server process fails. Verifies the ability of a SIP Dialer to failover to a standby SIP Dialer when either a server or network failure occurs, and also confirms the fallback to the primary SIP Dialer when it returns to service. PSTN->SIP Gateway->Unified CVP->Unified ICM->Unified CVP->Unified CM->Agent A- >Unified ICM->Unified CVP- >Unified CM->Unified Presence- >Unified Expert Advisor B 5 of 63
Failover, Recovery, Redundancy System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CL.FRR.002 Recovery & Redundancy SIP Dialer Failover to Standby Unified SIP Proxy Verifies that when a primary Unified SIP Proxy server is placed out of service, the SIP Dialer uses the standby Unified SIP Proxy to handle signaling/call processing with gateways and the Unified Manager. 6 of 63
Gateways System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CL.GTW.001 Unified CM Post- Routed Call Flow Using VGD 1T3 as MGCP Gateway Verifies the succesful installation, configuration, and basic testing of a VGD 1T3 Voice Gateway used as an UC802CL.GTW.002 Unified CM Post- Routed Call Flow UC802CL.GTW.003. Network One-hour Load Test Using VGD 1T3 as MGCP Gateway Upgrade VGD 1T3 Gateway using Resource Manager Essential Tool UC802CL.GTW.004 Basic Call Flow VGD 1T3 Gateway Configuration Saved After Reboot MGCP Gateway. Verifies a successful one-hour load with a 99.99% call success rate (CSR) on a VGD 1T3 Voice Gateway used as an MGCP Gateway. Verifies that the Using Resource Manager Essential tool successfully upgraded the VGD 1T3 gateway. Verifies that VGD 1T3 stays configured as an MGCP gateway after it is rebooted. Failed Failed CSCtd29652 CSCtd29387 7 of 63
Interoperability System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CL.INT.001 Interoperability Unified System Release 8.0(2) Site Interoperability with Unified Manager Release 6.1(4) Site in Unified Manager Post-Routed Test Bed Verifies that Unified System Release 8.0(2) site can interoperate with a Unified Manager System Release 6.1(4) site in a Unified Manager Post-Routed test bed in a 1-hour load test. UC802CL.INT.002 Interoperability Unified System Release 8.0(2) Site Interoperability with Unified Manager Release 6.1(4) Site in Unified CVP Post-Routed Test Bed UC802CL.INT.003 Interoperability Unified System Release 8.0(2) Parent Site Interoperability with Unified System Release 6.1(4) Child Site Verifies that Unified System Release 8.0(2) site can interoperate with a Unified Manager System Release 6.1(4) site in a Unified CVP Post-Routed test bed in a 1-hour load test. Verifies that Unified System Release 8.0(2) parent site can interoperate with a Unified System Release 6.1(4) child site in a 1- hour load test. 8 of 63
Interoperability System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CL.INT.004 Interoperability Unified System Release 8.0(2) Parent Site Interoperability with Unified Manager System Release 7.1(3) Child Site Verifies that Unified System Release 8.0(2) parent site can interoperate with a Unified Manager System Release 7.1(3) child site in a 1-hour load test. UC802CL.INT.005. Interoperability Parent/Child Test Bed: 120-hour Load Test on Unified System Release 7.1(3) Child Site Interoperability with Unified System Release 8.0(2) Parent Site UC802CL.INT.006 Interoperability Unified Manager Post-Routed Test Bed: 120-hour Load Test on Unified 7.1(3) Site Interoperability with Unified System Release 8.0(2) Site Verifies that a Unified System Release 7.1(3) child site can interoperate with Unified System Release 8.0(2) parent site in a 120-hour load test in a Parent/ Child test bed. Verifies that a Unified System Release 7.1(3) site can interoperate with a Unified System Release 8.0(2) site in a 120-hour load test on a Unified Manager Post- Routed test bed. 9 of 63
Interoperability System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CL.INT.007 Interoperability Unified CVP Post- Routed Test Bed: 120- Hour Load Test on Unified Verifies that a Unified System Release 7.1(3) site can interoperate with a Unified 7.1(3) System Site interoperability with Release 8.0(2) site in a 120- Unified hour load test on a Unified CVP 8.0(2) Post-Routed Test Bed. Site 10 of 63
Network System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC701CF.NME.001 Network Cisco Unified Operations Manager (Unified Operations Manager) Autodiscovery of All Devices Including All Supported Unified CCE Devices Verifies the following for a fresh Unified Operations Manager installation, 1) device credentials configuration, 2) auto-discovery start, 3) discovery of all devices in the provided IP address range (and supported by Unified Operations Manager), and 4) after completion of discovery, that devices are in "monitored" state. UC701CF.NME.002 UC701CF.NME.003 UC701CF.NME.004 Network Network Network Cisco Unified Operations Manager Manual Addition and Deletion of Unified Contact Center Enterprise (Unified CCE) Devices Unified Operations Manager Service Level View (SLV) of Unified CCE Cloud Correctly Displays All Nodes and Links Cisco Unified Operations Manager Unified CCE Device Details Correctly Displays Device Details, Including Unified CCE Processes Verifies the successful manual addition and deletion of undiscovered Unified CCE devices. Verifies that after discovering and adding all devices, the SLV of a Unified CCE cloud correctly shows all aspects of the display including the devices, links between the devices, and menus for alerts and performance details. Verifies that the Unified CCE Device Details view from the SLV correctly and completely displays device details, including the connections and status. 11 of 63
Network System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC701CF.NME.005 Network Cisco Unified Operations Manager Unified CCE Device Performance Display Verifies that the Unified CCE Performance view from the SLV correctly displays performance data and that performance data collection does not cause a negative impact on Unified CCE device operation. UC701CF.NME.006 UC701CF.NME.007 UC701CF.NME.008 UC701CF.NME.010 UC701CF.NME.011 Network Network Network Network Network Cisco Unified Operations Manager Alarm Display and Clearing for Unified CCE Nodes Cisco Unified Operations Manager Monitors Unified Expert Adviser Devices Cisco Unified Operations Manager Custom Notification (Syslog) Cisco Unified Operations Manager Unified CCE Alert History Reports Cisco Unified Operations Manager, Execute Tools in Device Center Verifies that the Unified CCE Alerts Display view from the SLV correctly receives and displays alerts and events and that these can be cleared as needed. Verifies that Unified Operations Manager monitors and displays detailed information on all Unified Expert Advisor devices properly. Verifies the setup of custom event (i.e. syslog) in Notifications for Unified CCE devices and that the syslog is created and sent to the syslog server when an event occurs. Verifies that the Unified CCE Alerts History view from the SLV displays the complete list of recent alerts and alarms, including those that were cleared. Verifies that the results of 1) selecting various Unified CCE devices using the Unified Operations Manager Device Center Tools and 2) performing functions such as ping, SNMP MIB walk, etc. meet expected values. 12 of 63
Outbound Option Calls System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CL.OOD.001 Outbound Option SIP Dialing Outbound via Unified SIP Proxy Verifies that a call can successfully be transferred to an agent via a SIP Gateway during an outbound call made using a SIP Dialer with a Unified SIP UC802CL.OOD.002 Outbound Option Enhanced Schema Support for SIP Dialer UC802CL.OOD.005 Outbound Option Performance and Sizing Data Collection for SIP Dialer Deployment Proxy. Verifies that new fields have been introduced in Dialer, Dialer_detail, Campaign and Termination_Call_Detail tables to support the SIP Dialer. Verifies that performance and sizing data collection using SIP Dialer meets the following requirements: 1) 1500 dialer ports and 1000 agents can be configured in the SIP Dialer environment, 2) Twenty calls per second (CPS) can be reached, and 3) a 99.9% call completion rate (CCR) can be achieved. 13 of 63
Reliability, Load System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CF.REL.027 Reliability 1-Hour Load Test on Unified System Release 8.0(2) Verifies a successful 1-hour load test on Unified System Release 8.0(2) components installed on the Components on Unified UCS B200 Blade Servers in a Computing System (UCS) B-Series Server Unified CVP Post-Routed test bed. Chassis Blade in Unified CVP Post- Routed Test Bed UC802CL.REL.001 Reliability Parent/Child 24-hour Load UC802CL.REL.002 Reliability Parent/Child 72-hour Load Verifies that a Parent/Child call flow is successful over a 24-hour period under heavy traffic volume. Verifies that the testing of a Parent/Child call flow is successful over a 72-hour period under heavy traffic volume. UC802CL.REL.003 Reliability Parent/Child 120-hour Load UC802CL.REL.004 Reliability Unified CVP Post- Routed 24-hour Load UC802CL.REL.005 Reliability Unified CVP Post- Routed 72-hour Load UC802CL.REL.006 Reliability Unified CVP Post- Routed 120-hour Load Verifies that a Parent/Child call flow is successful over a 120- hour period under heavy traffic volume. Verifies that a Unified CVP Post- Routed call flow is successful over a 24-hour period under heavy traffic volume. Verifies that a Unified CVP Post- Routed call flow is successful over a 72-hour period under heavy traffic volume Verifies that a Unified CVP Post- Routed call flow is successful over a 120-hour period under heavy traffic volume 14 of 63
Reliability, Load System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CL.REL.007 Reliability Unified Manager Post-Routed 24-hour Load Verifies that a Unified Manager Post- Routed call flow is successful over a 24-hour period under heavy traffic volume. Failed CSCtd27187 UC802CL.REL.008 Reliability Unified Manager Post-Routed 72-hour Load UC802CL.REL.009 Reliability Unified Manager Post-Routed 120-hour Load UC802CL.REL.011 Reliability Unified CCX Parent- Child 72-hour Load UC802CL.REL.012 Reliability Unified CCX Parent- Child 120-hour Load UC802CL.REL.013 Reliability Unified Expert Advisor 24-hour Load UC802CL.REL.014 Reliability Unified Expert Advisor 72-hour Load UC802CL.REL.015 Reliability Unified Expert Advisor 120-hour Load Verifies that a Unified Manager call flow is successful over a 72-hour period under heavy traffic volume Verifies that a Unified Manager Post- Routed call flow is successful over a 120-hour period under heavy traffic volume. Verifies that a Unified CCX Parent-Child call flow is successful over a 72-hour period under heavy traffic volume Verifies that a Unified CCX Parent-Child call flow is successful over a 120-hour period under heavy traffic volume Verifies that a Unified Expert Advisor call flow is successful over a 24-hour period under heavy traffic volume Verifies that a Unified Expert Advisor call flow is successful over a 72-hour period under heavy traffic volume. Verifies that a Unified Expert Advisor call flow is successful over a 120-hour period under heavy traffic volume 15 of 63
Reliability, Load System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CL.REL.016 Reliability Unified CVP Post- Routed 24-hour Load on Unified Computing System Verifies that a Unified CVP Post- Routed call flow on a Unified Computing System (UCS) is successful over a 24-hour period under heavy traffic volume. UC802CL.REL.017 Reliability Unified CVP Post- Routed 72-hour Load on Unified Computing System UC802CL.REL.018 Reliability Unified CVP Post- Routed 120-hour Load on Unified Computing System UC802CL.REL.019 Reliability SIP Dialer 24-hour Load UC802CL.REL.020 Reliability SIP Dialer 72-hour Load UC802CL.REL.021 Reliability SIP Dialer 120-hour Load Verifies that a Unified CVP Post- Routed call flow on a Unified Computing System is successful over a 72-hour period under heavy traffic volume. Verifies that a Unified CVP Post- Routed call flow on a Unified Computing System is successful over a 120-hour period under heavy traffic flow. Verifies that a Unified Manager Post- Routed call flow using Unified SIP Dialer is successful over a 24-hour period under heavy traffic volume. Verifies that a Unified Manager Post- Routed test site with a SIP Dialer integrated is successful over a 72-hour period under heavy traffic volume. Verifies that a Unified Manager test site with a SIP Dialer integrated over a 120-hour period is successful under heavy traffic volume. 16 of 63
Reliability, Load System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CL.REL.026 Reliability 120-Hour Load Test on Verifies that a 120-hour load run Unified Expert Advisor Deployment is successful on a Unified Expert Advisor deployment. UC802CL.REL.028 Reliability 1-hour Load Test for Unified CVP Post- Routed Call Flow Using Unified SIP Proxy Verifies that a 1-hour load test on Unified CVP Post-Routed call flow using Unified SIP Proxy was successful. UC802CL.REL.029 Reliability SIP Dialer 24-hour Outbound Option Calling Campaign with SIP Gateway and Multiple Agents Verifies the successful execution of an outbound calling campaign using a SIP Dialer and a SIP Gateway with multiple outbound agents. UC802CL.REL.030 Reliability SIP Dialer 1-hour Load Verifies a successful 1-hour load test using a SIP Dialer can generate calls to approximately 100 agents with a 99.9% call completion rate and encounters no memory leaks. UC802CL.REL.031 Reliability 24-Hour Load Test with Service Advertiser Framework (SAF) Call Control Discovery Services in Unified Manager Post-Routed Test Bed Verifies a successful 24-hour load test with SAF call control discovery services turned on/off in the Unified Manager Post-Routed test bed. 17 of 63
Reporting System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CL.RPT.001 Reporting Unified Intelligence Center Unified CVP Reporting Verifies the ability to generate Unified CVP reporting using Unified Intelligence Center with UC802CL.RPT.002 Reporting Unified Intelligence Center Web Server Application and Database in Unified CVP Post-Routed Test Bed UC802CL.RPT.003 Reporting Connect Unified Intelligence Center Reporting Capability to Unified ICM/ Unified CCE Admin Workstation and Historical Data Server new Unified CVP templates. Verifies that the installation and configuration of the Unified Intelligence Center web server application and database can be done on a single dedicated server. Verifies that the Unified Intelligence Center reporting capability can configured to connect to a Unified ICM/ Unified CCE Admin Workstation that houses the administration workstation database (for realtime reports) and Historical Data Server (for historical reports). UC802CL.RPT.005 Reporting Unified Intelligence Center Scheduled Reports UC802CL.RPT.007 Reporting Unified Intelligence Center Authentication in Unified CVP Post- Routed Test Bed Verifies that the Unified Intelligence Center can automatically generate reports at predetermined times by setting up scheduled reports. Verifies that a Unified Intelligence Center can log in using a VOS local OS user account or LDAP user account. w/ Exception CSCtc44636 UC802CL.RPT.008 Reporting Unified Intelligence Center Synchronization with Unified ICME Data Change Verifies that changes to the Unified ICME agent database are automatically updated in the Unified Intelligence Center database when a synchronization program is used. 18 of 63
Service Advertisement Framework System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CL.SAF.001 Basic Call Flow Service Advertiser Framework (SAF) Call Control Discovery on Unified Manager Post-Routed Test Bed Verifies that the SAF Call Control functionality correctly discovers all participating Unified components. UC802CL.SAF.002 Basic Call Flow Learning Service Advertiser Framework (SAF) Call Control Discovery on Unified Manager Post-Routed Test Bed UC802CL.SAF.003 Basic Call Flow Unified ICME Peripheral Gateway Stability While Using Service Advertiser Framework (SAF) Services Verifies that Unified Managerbased call agents listen for SAF advertisements for the call control service and use the learned information to build dynamic routes to remote call agents. Verifies that Unified ICME PGs remain stable while the SAF learning and advertising service is in use. 19 of 63
Unified Analysis Manager System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CL.DIP.001 Network UC802CL.DIP.002 UC802CL.DIP.003 UC802CL.DIP.004 Network Network Network Unified Analysis Manager Discovery of Seed Devices Unified Analysis Manager Import Function for IP Addresses and Authentication Information of Unified System Components Unified Analysis Manager Scheduling and Call Log/Trace Settings Unified Analysis Manager Scheduled Polling for Troubleshooting Verifies that the Unified Analysis Manager can gather or collect key information on all the Unified System components in a deployment from a single tool. Verifies that the Unified Analysis Manager can import a flat file containing a list of DNS names, IP addresses, and authentication credentials for a set of Unified System components. Verifies that the Unified Analysis Manager allows users to logically group Unified System applications to enable scheduling, customized log/trace settings, and system call tracking functions. Verifies that the Unified Analysis Manager can create a schedule for frequent polling of Unified System components for a short period to troubleshoot problems under load conditions. UC802CL.DIP.005 Network Unified Analysis Manager Collection of Core Dump Files from Unified System Components Verifies that the Unified Analysis Manager can collect core dump files from individual Unified System components. 20 of 63
Unified Analysis Manager System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CL.DIP.007 Network UC802CL.DIP.008 Network Unified Analysis Manager Collection of Log/Trace Information for Unified CVP Post- Routed Call Flow Collection of Log/Trace Information for Unified Communication Manager Post-Routed Call Flow by Unified Analysis Manager Verifies that the Unified Analysis Manager can collect log and trace files for Unified CVP Post- Routed call flows. Verifies the ability of the Unified Analysis Manager to collect log and trace files within a Unified Communication Manager Post-Routed test bed UC802CL.DIP.009 Network Collection of Log/Trace Information for Parent/Child Call Flow by Unified Analysis Manager UC802CL.DIP.010 Basic Call Flow Setting Trace Levels for Unified ICME components from Unified Analysis Manager Verifies the ability of the Unified Analysis Manager to collect log and trace files within a Parent/Child test bed. Verifies that trace levels can successfully be set for Unified ICME components from Unified Analysis Manager. 21 of 63
Unified CM Extension Mobility System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CL.EXM.001 Extension Mobility Visitor Agent A Using Extension Mobility Can Transfer (Blind) Call to Local Agent B Verifies that a PSTN call routed to Agent A logged in as visitor and using Extension Mobility can transfer (Blind) the call to a Registered and Logged local Agent B who is registered in at the Same Unified Manager Cluster and logged in at the same Unified Manager cluster. 22 of 63
Unified CVP System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC701CF.CVP.001 Basic Call Flow Blind and Consult Verifies that a Unified CVP child PSTN-> Unified CVP-> Unified Transfers of Parent Call agent can transfer (blind) a ICME-> Agent by Unified CVP Child Agent to Multiple Unified CVP Child Agents parent call to an agent, and when there is no response, RONA at the parent site routes the call to another agent who transfers (consult) it to an UC701CF.CVP.002 Basic Call Flow Blind and Consult Transfers of Queued Parent Call by Unified CVP Child Agent to Multiple Unified CVP Child Agents via Parent System UC701CF.CVP.003 Basic Call Flow Conference of Queued Parent Call by Unified CVP Child Agent with Multiple Unified CVP Child Agents via Parent System UC701CF.CVP.010 Basic Call Flow Blind Transfers of Queued Child Call by Unified CVP Child Agent to Another Agent UC802CL.CVP.001 CAC (Call Admission Control) Ad hoc Conference of Unified CVP Post- Routed Using H.323 Call by SIP Agent to Remote SCCP Agent, Call Queued at Unified CVP available agent. Verifies that a Unified CVP child agent can transfer (blind) a Parent call that was initially queued to an agent, who then transfers (consult) it to another agent, via a parent system. Verifies that when a Unified CVP child agent conferences a Parent call that was initially queued with two agents, one of whom is unavailable, RONA at the parent site routes it to an available agent. Verifies that a Unified CVP child agent can transfer (blind) a call that was initially queued to another agent, via a parent system. Verifies that a Unified CVP Post- Routed inbound call routed via a H323 gateway to a SIP agent using a SIP Unified IP Phone can be queued and then conference (ad hoc) with an SCCP agent using a remote SCCP Unified IP Phone. PSTN-> Unified CVP-> Unified ICME-> Agent PSTN-> Unified CVP-> Unified ICME->Agent PSTN-> Unified CVP-> Unified ICME-> Agent PSTN->Gateway->Gatekeeper- >Unified CVP->Unified ICME- >Unified CM->SIP Agent- >Unified ICME->Unified CM- >Remote SCCP Agent 23 of 63
Unified CVP System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CL.CVP.002 CAC (Call Admission Control) Blind Transfer of Unified CVP Post- Routed Using H.323 Call by SIP Agent to Remote SCCP Agent Verifies that a Unified CVP Post- Routed inbound call routed via a H323 gateway to a SIP agent using a SIP Unified IP Phone can be transferred (blind) to a SCCP remote agent. PSTN->Gateway->Gatekeeper- >Unified CVP->Unified ICME- >Unified CM->SIP Agent- >Unified ICME->Unified CM- >Remote SCCP Agent UC802CL.CVP.003 CAC (Call Admission Control) Consult Transfer of Unified CVP Post- Routed Using H.323 Call by SCCP Agent to Remote SCCP Agent, Call Queued at Unified CVP Verifies that a Unified CVP Post- Routed inbound call routed via a H323 gateway to an SCCP agent using an SCCP Unified IP Phone can be transferred (consultative) to another SCCP agent after being queued. PSTN->Gateway->Gatekeeper- >Unified CVP->Unified ICME- >Unified CM->SCCP Agent- >Unified ICME->Unified CM- >Remote SCCP Agent 24 of 63
Unified Expert Advisor System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CL.EXA.001 Unified Expert Advisor Call Flow Replication of Information Between Unified Expert Advisor and Unified Presence Verifies that Unified Presence user information is replicated correctly between Unified Expert Advisor Runtime Server and Unified Presence without errors and exceptions. Unified Presence End Users- >Unified Expert Advisor End Users->Unified Expert Advisor PG->Unified ICME Agents 25 of 63
Unified ICME System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC712CF.ICM.001 Transfer Consult Transfer of Customer Call using Unified IP Phone 6941 by Agent to Unified Expert Advisor Verifies that customer call from a Unified IP Phone 6941 gets the normal call treatment when an agent transfers (consult) a call to a Unified Expert Advisor. PSTN->Unified CVP->Unified ICME->Agent UC712CF.ICM.002 Basic Call Flow Conference by Unified Expert Advisor using Unified IP Phone 6941 with Regular Agent and Unified Mobile Agent via SIP Trunk UC712CF.ICM.003 Transfer Customer Call using Unified IP Phone 6921 to CTI OS Agent UC712CF.ICM.004 Basic Call Flow Unified CCE (CTI OS) Agent Receives Customer call on Unified IP Phone 6941 UC712CF.ICM.005 Transfer Consult Transfer by Unified Expert Advisor to Unified CCE Agent, Both using Unified IP Phones 6941 UC712CF.ICM.006 Conference Conference Call by Unified Expert Advisor Agent with Another Unified CCE Agent, Both using Unified IP Phones 6941 via H.323 Trunk UC712CF.ICM.007 Conference Conference Call by Unified Expert Advisor with Regular Agent, Both Using Unified IP Phones 6941 Verifies that a Unified Expert Advisor using a Unified IP Phone 6941 can conference a customer call with either a regular agent or a Unified Mobile Agent via a SIP Trunk. Verifies that a customer call from a Unified IP Phone 6921 can be connected to a CTI OS Agent. Verifies that a CT IOS agent can use an Unified IP Phone 6941 to receive customer calls. Verifies that a Unified Expert Advisor can transfer (consult) a call to a Unified CCE Agent when both are using Unified IP Phones 6941. Verifies that a Unified Expert Advisor Agent can conference a customer with a Unified CCE Agent when both are using Unified IP Phones 6941 via an H.323 trunk. Verifies that a Unified Expert Advisor can conference a customer call with a regular agent when both are using Unified IP Phones 6941 via a H.323 trunk. PSTN->Unified CVP->Unified ICME->Agent PSTN->Unified CVP->Unified ICME->Agent PSTN->Unified CVP->Unified ICME->Agent PSTN->Unified CVP->Unified ICME->Agent PSTN->Unified CVP->Unified ICME->Agent PSTN->Unified CVP->Unified ICME-Agent 26 of 63
Unified ICME System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC712CF.ICM.008 Conference Conference Call by Unified Expert Advisor using Unified IP Phone 6921 with Regular Agent using Unified Wireless IP Phone 7921G Verifies that a Unified Expert Advisor using a Unified IP Phone 6921 can conference a call with a regular agent using Unified Wireless IP Phone 7921G via an H.323 trunk. PSTN->Unified CVP->Unified ICME-Agent UC712CF.ICM.009 Basic Call Flow Customer Call to Unified Expert Advisor using Unified IP Phone 6941 UC802CL.ICM.002 Basic Call Flow Maximum Number of Voice Recordings Limit Reached on CAD Desktop UC802CL.ICM.003 Basic Call Flow CTI Data is Retained on CTI OS Agent Desktop For Long Duration Outbound Call UC802CL.ICM.004 Transfer Blind Transfer of Unified CVP Post- Routed SIP Calls to Agent UC802CL.ICM.005 Basic Call Flow Call Monitoring with Detailed Tracing on Unified Manager UC802CL.ICM.006 Basic Call Flow Unified CVP Post- Routed Call in Load Test via H.323/SIP Gateway Verifies that a customer call can be connected to a Unified Expert Advisor using a Unified IP Phone 6941. Verifies that the CAD agent desktop continues to work properly and has call control even after the maximum limit of voice recordings is reached and the Supervisor tries to access the recordings. Verifies that the CTI data remains visible on the CTI OS Agent Desktop for a long duration outbound call and the agent continues to have call control of the active call. Verifies that Unified CVP Post- Routed SIP calls are successfully transferred (blind) to agent. Verifies that Unified Manager functions properly when call monitoring is enabled with detailed tracing. Verifies that Unified CVP Post- Routed calls are completed successfully when routed through H.323 Gateway/SIP gateways. PSTN->Unified CVP->Unified ICME-Agent PSTN->Unified CM->Unified ICME->Agent PSTN->Unified CM->Unified ICME->Agent PSTN->Unified CVP->Unified ICME->Unified CM->Agent PSTN->Unified CM->Unified ICME->Agent PSTN->Unified CVP->Unified ICME->Unified CM->Agent 27 of 63
Unified ICME System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CL.ICM.007 Transfer Warm Transfer of Unified CVP Post- Routed Calls between Agents is Successful Verifies that Agent A can successfully transfer (warm) a Unified CVP Post-Routed call to Agent B. PSTN->Unified CVP->Unified ICME->Unified CM->Agent UC802CL.ICM.008 Basic Call Flow Agent Becomes Available After Customer Disconnects Call while Holding in Queue UC802CL.ICM.009 Reporting Cisco Unified Intelligence Center Scheduler Service UC802CL.ICM.013 Conference Unified CVP Post- Routed Call: CTI OS Agent Conference Call to Unified Expert Advisor Using Unified IP Phone 99xx Series UC802CL.ICM.014 Transfer Unified CVP Post- Routed Call: CTI OS Agent Transfer Call to Unified Expert Advisor Using Unified IP Phone 99xx Series Verifies that the agent resets to available state after caller hangs up while holding in queue. Verifies that the Scheduler Service starts properly on the Unified Intelligence Center Web server. Verifies that a CTI OS Agent using a Unified IP Phone 99xx series can successfully conference a Unified CVP Post- Routed call to an Unified Expert Advisor. Verifies that a CTI OS Agent using a Unified IP Phone 99xx series can successfully transfer a Unified CVP Post-Routed call to an Unified Expert Advisor. 28 of 63
Unified IP Phones System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CL.CIP.001 Basic Call Flow Route Unified Contact Verifies the ability to configure a PSTN->Unified CM->Unified IP Center Enterprise Call to Agent Using Unified IP Phone 9971 with 2 Extensions Unified IP Phone 9971 as an agent phone with 2 lines [one Unified CCE extension] and perform the following actions: 1) log in the Unified IP Phone 9971 agent phone using CTI OS and CAD software, 2) use the desktop to answer calls to the agent phone, 3) answer calls using the Unified IP Phone 9971 agent phone, and 4) verify the call state using the desktop IVR->Agent UC802CL.CIP.002 Transfer Consult Transfer from Agent Using Unified IP Phone 9971 screen. Verifies the ability to configure a Unified IP Phone 9971 as an agent phone with 2 lines [one Unified CCE extension] and use CAD software to log in the agent phone and initiate a consultative transfer to another agent. PSTN->Unified CM->Unified IP IVR->Agent A->Agent B UC802CL.CIP.003 Conference Conference Call Between Agents Using Unified IP Phone 9971 Verifies the ability to configure a Unified IP Phone 9971 as an agent phone with 2 lines [one Unified CCE extension] and use CAD software to log in the agent phone and initiate a conference call with another agent. PSTN->Unified CM->Unified IP IVR->Agent A->Agent B 29 of 63
Unified IP Phones System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CL.CIP.004 Transfer Blind Transfer of Queued Parent Call Between Unified Contact Center Verifies that a Unified CVP child agent can transfer (blind) a queued parent call to a Unified CCE child agent (a Unified IP Enterprise Child Agents Phone 6900 Series SCCP (Unified IP Phone 6900 endpoint), who then transfers Series SCCP Endpoint and Unified IP Phone (blind) the call to another Unified CCE child agent (a Unified IP 9971 SIP Endpoint) via Phone 9971 SIP endpoint). Parent System UC802CL.CIP.005 Transfer Blind Transfer of Queued Parent Call Between Unified Contact Center Enterprise Child Agents (Unified IP Phone 6900 Series SCCP Endpoint and Unified IP Phone 7971 SIP Endpoint) via Parent System UC802CL.CIP.006 Transfer Blind Transfer of Queued Parent Call Between Unified Contact Center Enterprise Child Agents (Unified IP Phone 9971 and Unified IP Phone 7971 SIP Endpoints) via Parent System Verifies that a Unified CVP child agent can transfer (blind) a queued parent call to a Unified CCE child agent (a Unified IP Phone 6900 Series SCCP endpoint), who then transfers (blind) the call to another Unified CCE child agent (a Unified IP Phone 7971 SIP endpoint). Verifies that a Unified CVP child agent can transfer (blind) a queued parent call to a Unified CCE child agent (a Unified IP Phone 9971 SIP endpoint), who then transfers (blind) the call to another Unified CCE child agent (a Unified IP Phone 7971 SIP endpoint). 30 of 63
Unified IP Phones System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CL.CIP.007 Transfer Consult Transfer of Queued Parent Call Between Unified Contact Center Verifies that a Unified CVP child agent can transfer (consultative) a queued parent call to a Unified CCE child agent (a Unified IP Enterprise Child Agents Phone 6900 Series SCCP (Unified IP Phone 6900 endpoint), who then transfers Series SCCP Endpoint and Unified IP Phone (blind) the call to another Unified CCE child agent (a Unified IP 9971 SIP Endpoint) via Phone 9971 SIP endpoint). Parent System UC802CL.CIP.008 Transfer Consult Transfer of Queued Parent Call Between Unified Contact Center Enterprise Child Agents (Unified IP Phone 6900 Series SCCP Endpoint and Unified IP Phone 7971 SIP Endpoint) via Parent System UC802CL.CIP.009 Transfer Consult Transfer of Queued Parent Call Between Unified Contact Center Enterprise Child Agents (Two Unified IP Phone 9971 SIP Endpoints) via Parent System Verifies that a Unified CVP child agent can transfer (consultative) a queued parent call to a Unified CCE child agent (a Unified IP Phone 6900 Series SCCP endpoint), who then transfers (blind) the call to another Unified CCE child agent (a Unified IP Phone 7971 SIP endpoint). Verifies that a Unified CVP child agent can transfer (consultative) a queued parent call to a Unified CCE child agent (a Unified IP Phone 9971 SIP endpoint), who then transfers (blind) the call to another Unified CCE child agent (another Unified IP Phone 9971 SIP endpoint). 31 of 63
Unified IP Phones System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CL.CIP.010 Transfer Consult Transfer of Queued Parent Call Between Unified Contact Center Verifies that a Unified CVP child agent can transfer (consultative) a queued parent call to a Unified CCE child agent (a Unified IP Enterprise Child Agents Phone 9971 SIP endpoint), who (Unified IP Phone 9971 then transfers (blind) the call to and Unified IP Phone 7971 SIP Endpoints) via Parent System another Unified CCE child agent (a Unified IP Phone 7971 SIP endpoint). UC802CL.CIP.011 Conference Conference of Queued Parent Call Between Unified Contact Center Enterprise Child Agents (Unified IP Phone 6900 Series SCCP Endpoint and Unified IP Phone 9971 SIP Endpoint) via Parent System UC802CL.CIP.012 Conference Conference of Queued Parent Call Between Unified Contact Center Enterprise Child Agents (Unified IP Phone 6900 Series SCCP Endpoint and Unified IP Phone 7971 SIP Endpoint) via Parent System UC802CL.CIP.013 Conference Conference of Queued Parent Call Between Unified Contact Center Enterprise Child Agents (Two Unified IP Phone 9971 SIP Endpoints) via Parent System Verifies that a Unified CVP child agent can conference a queued parent call to a Unified CCE child agent (a Unified IP Phone 6900 Series SCCP endpoint), who then conferences in another Unified CCE child agent (a Unified IP Phone 9971 SIP endpoint). Verifies that a Unified CVP child agent can conference a queued parent call to a Unified CCE child agent (a Unified IP Phone 6900 Series SCCP endpoint), who then conferences in another Unified CCE child agent (a Unified IP Phone 7971 SIP endpoint). Verifies that a Unified CVP child agent can conference a queued parent call to a Unified CCE child agent (a Unified IP Phone 9971 SIP endpoint), who then conferences in another Unified CCE child agent (another Unified IP Phone 9971 SIP endpoint). 32 of 63
Unified IP Phones System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CL.CIP.014 Conference Conference of Queued Parent Call Between Unified Contact Center Verifies that a Unified CVP child agent can conference a queued parent call to a Unified CCE Enterprise Child Agents child agent (a Unified IP Phone (Unified IP Phone 9971 9971 SIP endpoint), who then SIP Endpoint and Unified IP Phone 7971 SIP Endpoint) via conferences in another Unified CCE child agent (a Unified IP Phone 7971 SIP endpoint). Parent System UC802CL.CIP.015 Transfer Unified IP Phone 9971 Agent PSTN SIP Transfer Call UC802CL.CIP.016 Conference Unified IP Phone 9971 Agent PSTN H.323 Conference Call UC802CL.CIP.017 Conference Unified IP Phone 9971 Agent Conference Call by CTI Route Point UC802CL.CIP.018 Basic Call Flow Unified IP Phone 9971 Agent Hold and Resume SIP Call Verifies that a Unified IP Phone 9971 child agent can answer a PSTN SIP call and then transfer the call to another agent based on the agent ID. Verifies that a Unified IP Phone 9971 child agent can answer a PSTN H.323 call and then conference in another agent based on the agent ID. Verifies that a Unified IP Phone 9971 child agent can answer a PSTN SIP call and then conference in another agent based on the CTI route point. Verifies that a Unified IP Phone 9971 agent can answer a Unified CVP Post-Routed call routed via a SIP gateway, place the call on hold, and then resume the call. PSTN->SIP Gateway->Unified SIP Proxy->Unified CVP- >Unified ICME->Unified Presence->Child Unified CVP- >Child Unified ICME->Child Unified CM->Unified IP Phone 9971 PSTN->Gatekeeper->Unified Presence->Unified CVP- >Unified ICME->Gatekeeper- >Child Unified CVP->Child Unified ICME->Child Unified CM- >Unified IP Phone 9971 PSTN->SIP Gateway->Unified Presence->Unified CVP- >Unified ICME->Unified Presence->Child Unified CVP- >Child Unified ICME->Child Unified CM->Unified IP Phone 9971 PSTN->SIP Gateway->Unified SIP Proxy->Unified CVP- >Unified ICME->Unified CVP PG->Unified CM->Unified IP Phone 9971 33 of 63
Unified IP Phones System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CL.CIP.019 Transfer Unified IP Phone 9971 Agent SIP Transfer Call UC802CL.CIP.020 Conference Unified IP Phone 9971 Agent H.323 Conference Call Verifies that a Unified IP Phone 9971 agent can answer a Unified CVP Post-Routed call routed via a SIP gateway and then transfer the call to another agent. Verifies that a Unified IP Phone 9971 agent can answer a Unified CVP Post-Routed call routed via a H.323 gateway then conference in another agent. PSTN->SIP Gateway->Unified SIP Proxy->Unified CVP- >Unified ICME->Unified CVP PG->Unified CM->Unified IP Phone 9971 PSTN->H.323 Gateway- >Gatekeeper->Unified CVP- >Unified ICME->Unified CVP PG->Unified CM->Unified IP Phone 9971 34 of 63
Unified SIP Proxy System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CL.CSP.003 Basic Call Flow Create Trigger Conditions for Unified SIP Proxy to Respond With Appropriate Actions for Various Call Flows Verifies that trigger conditions allow the Unified SIP Proxy to respond with the appropriate action for various call flows 35 of 63
All Tests System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC701CF.CAD.004 Remote Agent Central Site CAD Supervisor Agent Call Recording/Monitoring of Remote and Central Site Agents Verifies that the central site CAD Supervisor can silently monitor/record the calls of both remote and central site CAD agents. UC701CF.CAD.009 Remote Agent Multiple Blind Transfer Calls by Remote CAD Agent Using SCCP Unified IP Phone to Remote and Central Site Agents UC701CF.CTI.001 Remote Agent Multiple Blind Transfer Calls by Remote CTI OS Agent Between Remote Sites and Central Site UC701CF.CTI.003 Remote Agent Multiple Conference Calls by Remote and Central CTI OS Agents Between Remote Sites and Central Site UC701CF.CTI.004 Remote Agent Central Site CTI OS Supervisor Agent Call Monitoring of Remote and Central Site Agents UC701CF.CTI.005 Remote Agent Unified Remote CTI OS Supervisor Agent Call Monitoring of Remote and Central Site Agents UC701CF.CTI.006 Remote Agent Remote CTI OS Agent Witness Call Recording Verifies that a remote CAD agent using an SCCP Unified IP Phone can transfer (blind) calls to multiple agents in the remote and central sites. Verifies that a remote CTI OS agent can transfer (blind) calls and CTI data between remote sites and central site Verifies that remote and central site CTI OS agents can answer and conference calls and CTI data between remote sites and the central site using the Cisco 881 Enterprise Teleworker Router. Verifies that the central site CTI OS Supervisor can silently monitor/record the calls of both remote and central site CTI OS agents. Verifies that the remote site CTI OS Supervisor can silently monitor/record the calls of both remote and central site CTI OS agents. Verifies that the Witness Call Recording feature correctly notifies the caller about recording the call with the remote agent. Failed Failed CSCtd22390 CSCtd53264 36 of 63
All Tests System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC701CF.CTI.007 Remote Agent Multiple Conferences/Hold by Remote CAD Agent to Remote and Central Site Agents Verifies that a remote agent can conference calls to multiple remote and central site agents and place the calls on hold when the agents are not available. UC701CF.CVP.001 Basic Call Flow Blind and Consult Verifies that a Unified CVP child Transfers of Parent Call agent can transfer (blind) a by Unified CVP Child Agent to Multiple Unified CVP Child Agents parent call to an agent, and when there is no response, RONA at the parent site routes the call to another agent who transfers (consult) it to an UC701CF.CVP.002 Basic Call Flow Blind and Consult Transfers of Queued Parent Call by Unified CVP Child Agent to Multiple Unified CVP Child Agents via Parent System UC701CF.CVP.003 Basic Call Flow Conference of Queued Parent Call by Unified CVP Child Agent with Multiple Unified CVP Child Agents via Parent System UC701CF.CVP.010 Basic Call Flow Blind Transfers of Queued Child Call by Unified CVP Child Agent to Another Agent UC701CF.FRR.001 Failover Unified CCE with Unified CVP: Active VRU PG Failover and Recovery available agent. Verifies that a Unified CVP child agent can transfer (blind) a Parent call that was initially queued to an agent, who then transfers (consult) it to another agent, via a parent system. Verifies that when a Unified CVP child agent conferences a Parent call that was initially queued with two agents, one of whom is unavailable, RONA at the parent site routes it to an available agent. Verifies that a Unified CVP child agent can transfer (blind) a call that was initially queued to another agent, via a parent system. Verifies that Unified CVP Post- Routed call flows continue to function properly 1) after the active VRU PG fails over to the standby VRU PG and 2) after it recovers. PSTN-> Unified CVP-> Unified ICME-> Agent PSTN-> Unified CVP-> Unified ICME-> Agent PSTN-> Unified CVP-> Unified ICME->Agent PSTN-> Unified CVP-> Unified ICME-> Agent 37 of 63
All Tests System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC701CF.FRR.003 Failover Unified CCE with Unified CVP: Active Unified ICME Rogger Failure and Recovery Verifies that Unified CVP Post- Routed call flows continue to function properly 1) after the active Unified ICME Rogger fails over to the standby Unified ICME Rogger and 2) after it UC701CF.FRR.004 Failover Unified CCE with Unified CVP: Unified Manager CTI Manager Failure and Recovery recovers. Verifies that Unified CVP Post- Routed call flows continue to function properly 1) after the active Unified Manager CTI Manager fails over to the standby CTI Manager and 2) after it recovers. UC701CF.FRR.011 Failover Unified CCE with Unified CVP: Unified Manager First Node (Publisher) Failover to Primary Subsequent Node (Subscriber) and Recovery UC701CF.FRR.012 Failover Unified CCE with Unified CVP: Primary Unified Manager Subsequent Node (Subscriber) Failover to Secondary Subsequent Node (Subscriber) and Recovery UC701CF.FRR.019 Failover Unified CCE with Unified IP IVR: Data Center WAN Connection Failure and Recovery Verifies that Unified CVP Post- Routed call flows continue to function properly 1) after the Unified Manager first node fails over to the primary subsequent node and 2) after it recovers. Verifies that Unified CVP Post- Routed call flows continue to function properly 1) after the primary Unified Manager subsequent node fails over to the secondary subsequent node, and 2) after it recovers. Verifies that Unified IP IVR call flows continue to function properly after the connection to the data center WAN is broken and then restored. 38 of 63