Basic Install Deployment Checklists

Contact Expert v6.1 for Skype for Business Server

Site Readiness Checklists

The following checklists make sure your Contact Expert deployment is free from installation errors. The first part focuses on the verification of the prerequisites and core installation. Checklists in the second part verify the configuration of the primary features.

Verifying Prerequisites and Installation

Skype for Business Domain Check

  • Do you have a Microsoft Skype for Business 2015 environment with VoIP, IM, presence and conference services? Can users communicate with each other using Microsoft Skype for Business?
  • Can callers dial into your Skype for Business environment from the PSTN/GSM external providers?
  • Did you allocate a phone number for system demonstration / test purposes?
  • Did you create 2 Skype for Business user accounts for demonstration purposes?

CE Core Host Check

  • Did you setup CE Core Host? Does it satisfy all the hardware and software requirements?
  • Did you stop firewall on CE Core Host?
  • Did you enable remote desktop connection on CE Core Host for local administrators?
  • Can you connect to Geomant Support's FTP site ftp.geomant.com? (actual login might not be possible – passwords auto-expire, ask for a fresh one)
  • Did you setup CE campaign endpoints?
  • Did you create and assign certificate to CE Core Host?

CE Recorder Host Check

  • Did you setup CE Recorder Host? Does it satisfy all the hardware and software requirements?
  • Did you stop firewall on the CE Recorder Host?
  • Did you enable remote desktop connection on CE Recorder Host for local administrators?
  • Can you connect to Geomant Support's FTP site ftp.geomant.com? (actual login might not be possible – passwords auto-expire, ask for a fresh one)
  • Did you setup CE recorder endpoints?
  • Did you create and assign certificate to CE Recorder Host?

CE Administrator PC

  • Did you setup the CE Administrator PC? Does it satisfy all the hardware and software requirements?

CE Operator PC

  • Did you setup the CE Operator PC? Does it satisfy all the hardware and software requirements?

Verifying Initial Configuration

Campaign and Skype for Business Presence State Synchronicity

Campaign Endpoints

  • Take the campaigns into Running status.
  • Wait ~30 seconds.

  • Check a Skype for Business client: did the campaign endpoints change to Available Skype for Business presence status?

  • Take the campaigns into Available or Design status.

  • Wait ~30 seconds.

  • Check a Skype for Business client: did the campaign endpoints change to Offline Skype for Business presence status?

  • Take campaigns into Running status.

  • Stop the entire CE system using CE Server Manager.

  • Check a Skype for Business client: did the campaign endpoints change to Offline Skype for Business presence status?

  • Confirm the campaigns are in Running status.

  • Re-start the entire CE system using CE Server Manager.
  • Check a Skype for Business client: did the campaign endpoints change to Available Skype for Business presence status?

Recorder Endpoints

  • Confirm the CE system is up and running.

  • Are the recorder endpoints in Available Skype for Business presence status?

  • Stop the entire CE system using CE Server Manager.

  • Check a Skype for Business client: did the recorder endpoints change to Offline Skype for Business presence status?

  • Restart the entire CE system using CE Server Manager.

  • Check a Skype for Business client: did the recorder endpoints change to Available Skype for Business presence status?

Operator Endpoints

  • Try to log in with an operator account while CE is up and running.
  • Did the login request performed smoothly (without asking for any CE and Windows login name and password)?

  • Were you logged in to both CE and Skype for Business?

  • Log in an operator to CE.

  • Make sure the operator has no task.

  • Check a Skype for Business client: is the operator’s Skype for Business status“CE – Available”?

  • Switch the operator’s CE status to passive (AUX or break).

  • Check a Skype for Business client: is the operator’s Skype for Business status “CE – Break”?

Inbound ACD

  • Make sure no operator is logged in to CE.
  • Using a Skype for Business client not associated with this operator, dial the Skype for Business endpoint belonging to the inbound campaign.
  • Do you get the TTS message“Welcome to Geomant Contact Expert …”first then“Sorry all our operators are busy now …”?

  • Did the call terminated automatically afterwards?

  • Login with a CE operator.

  • Change the operator’s status to passive (AUX or break).
  • Using a Skype for Business client not associated with this operator, dial the Skype for Business endpoint belonging to the inbound campaign.
  • Do you get the TTS message“Welcome to Geomant Contact Expert …”first, then queue music?

  • While waiting in queue, do you get the following TTS message in 30 second intervals:“Expected waiting time is ….”?

  • Login with a CE operator.

  • Change the operator’s status to passive (AUX or break).
  • Using a Skype for Business client not associated with this operator, dial the Skype for Business endpoint belonging to the inbound campaign.
  • While you are waiting in CE queue, check the campaign endpoint in Skype for Business. Its Skype for Business status should be Busy and (as a Skype for Business note) you see that there is a caller waiting in queue.

  • You should also see the average and maximum waiting times associated with the queue.

  • Login with a CE operator.

  • Change the operator’s status to passive (AUX or break).
  • Using a Skype for Business client not associated with this operator, dial the Skype for Business endpoint belonging to the inbound campaign.
  • While you are waiting in CE queue, change the operator’s CE status to Available.
  • Do you get the TTS message“Connecting you to our operator …”?
  • Is your call delivered to the CE operator?
  • Can you pick up the call using either the CE softphone buttons or the Skype for Business conversation window?

Recording

  • Have an operator with a Skype for Business call delivered to him through CE ACD.
  • Using a Skype for Business client not associated with this operator, confirm the operator’s status is “CE – In Conversation”.
  • Using a Skype for Business client not associated with this operator, confirm the campaign endpoint status is Available.

  • Using a Skype for Business client not associated with this operator, confirm there is exactly one recorder endpoint in Busy Skype for Business status and (as a Skype for Business note) you see that this endpoint is currently recording your call.

  • Have an operator with a Skype for Business call delivered to him through CE ACD.

  • Drop the call, but do not close the task.
  • Using a Skype for Business client not associated with this operator, confirm the operator’s Skype for Business status is “CE – Wrap-Up”.
  • Using a Skype for Business client not associated with this operator, confirm the campaign endpoint status is Available.

  • Using a Skype for Business client not associated with this operator, confirm that the given recorder endpoint is in Available Skype for Business status and (as a Skype for Business note) you see that no endpoint is recording currently.

  • Open up the Contact history menu on the CE Administration website.

  • Can you find all the conversations you have made previously?
  • Can you see that these calls were recorded?
  • Can you listen to (play back) any of these conversations?
  • Can you export associated media files?

Outbound Dialer

  • Make sure that the dialing method associated with the outbound campaign is Preview.
  • Make sure the campaign is in Running state.
  • Add a contact to the campaign using the Contacts menu on CE Administration website.
  • Make sure you specify the phone number in E.164 format.
  • Log in with an operator associated with a skill for the campaign.
  • Wait ~30 seconds.
  • Is a task delivered to the operator?
  • Can you dial the associated contact?

  • Is the call connected when the called party picks up?

  • Make sure the dialing method associated with the outbound campaign is Progressive.

  • Make sure the campaign is in Running state.
  • Add a contact to the campaign using the Contacts menu on CE Administration website.
  • Make sure you specify the phone number in E.164 format.
  • Log in with an operator associated with a skill for the campaign.
  • Wait ~30 seconds.
  • Is the contact dialed automatically in the background?
  • Was a task delivered to the operator with the call when the called party picked up?
  • Can the operator answer (pick up) this call?
  • Is the call connected when the operator answers it?
Sorry, your browser does not support inline SVG. article updatedarticle updated6/23/2020 9:06:53 AM (UTC)6/23/2020 9:06:53 AM (UTC)