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Automatic Call Distribution for Salesforce

PBX Test Tool can be used to test Mirage ACD for Salesforce  Demo which contains some default scenarios and related values.

 

 

Type of scenarios to test

 

1. Data look Up

Retrieve different set of data from the Salesforce based on the caller number.

 

•Name Look Up

•Language Look Up

•Presence State look Up

 

2.Extension Look Up

Retrieve extension number of the caller(contact)  object owner or account owner and send call directly to him/her.

In case of IVR , retrieve extension number of the case owner and send call directly to him/her.

In case of custom result, return any custom field of type phone linked to object found.

 

•Object Owner Extension Look Up

•Account Owner Extension Look Up

•Case Number Extension look Up.

 

Default values to test Mirage ACD for Salesforce scenarios using PBX Test Tool

 

General values for all scenarios -

 

ACD Cloud Service Endpoint URL  -  Predefined and read only on PBX test tool.

 

Org id - Predefined and read only on PBX test tool.

 

PBX Token - Predefined and read only on PBX test tool.

 

Select PBX - Predefined and read only  on PBX test tool .

 

1. Name Look Up

 

Select Lookup Type - Data Lookup

Select Lookup -  Data Look Up - Name (5F8BD6-39F3C3-3E9B67)

Select Search Type - Caller Id

Search Type Value - +4975251234567

 

Expected Result -  ACD DEMO

 

NameLookUp

 

2. Language Look Up

 

Select Lookup Type - Data Lookup

Select Lookup -   Data Look Up - Language (E42453-015E2C-A6652C)

Select Search Type - Caller Id

Search Type Value - +4975251234567

 

Expected Result - English

 

LanguageLookUp

 

3. Presence State Look Up

 

Select Lookup Type - Data Lookup

Select Lookup -  Data Look Up Presence State (E16B81-E69F72-5D33D9)

Select Search Type - Caller Id

Search Type Value - +4975251234567

 

Expected Result - Busy

 

Presence State Look Up

 

4. Object Owner Extension look Up

 

Select Lookup Type  - Extension Lookup

Select look up - Extension Look Up - Object Owner (9323D1-745AFA-346FF5)

Select Search Type - Caller ID

Search Type Value - +4975251234567

 

Expected Result - 4444

 

ObjectOwnerExtLookUp

 

5. Account Owner Extension look Up

 

Select Lookup Type  - Extension Lookup

Select look up - Extension Look Up -  Account Owner (2C0F09-D263BA-8F16E9)

Select Search Type - Caller ID

Search Type Value - +4975251234567

 

Expected Result - 5454

 

AccountOwnerExtLookUp

 

6. Custom Result Extension look Up

 

Select Lookup Type  - Extension Lookup

Select look up - Extension Look Up -  Account Owner (2C0F09-D263BA-8F16E9)

Select Search Type - Caller ID

Search Type Value - +4975251234567

 

Expected Result - +4975259876543

 

CustomResultExtLookUp

 

7. Case Number Owner Extension Look Up

 

Select Lookup Type  - Extension Lookup

Select look up - Extension Look Up - IVR ID (4A693E-B0ED26-EC6938)

Select Search Type -  IVR ID

Search Type Value - 00001002

 

Expected Result - 5454

 

CaseOwnerExtLookUp

 

8. IVR Look Up ( CTI Installation Required )

 

Select Lookup Type  - IVR Lookup

Select Lookup - Default - IVR Lookup (53988C-6B3A7D-773171)

Select Search Type  - Caller ID

Search Type Value - +4975251234567

IVR Input Value - 00001002

 

Expected Result - 200 ( Means saving data in server succeeded )

 

IVRLookUp