| A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | AA | AB | AC | AD | AE | |
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1 | Test | Setup similar to what customer has: Agent is in his company's network. Client is in PSTN. PBX is in the cloud(AWS/NC). Network is dropped at the Agent's company side Both PC and phone are affected | Difference in setup: Agent connects to dashboard via the server IP address and not the FQDN Network is dropped at the Agent's company side Both PC and phone are affected | Difference in setup: Agent's PC and phone are on different networks Network is dropped at agent's PC | Difference in setup: Agent's PC and phone are on different networks Network is dropped at agent's Phone | Difference in setup : Agent's PC and phone are on different networks network CABLE is removed from agents pc | Difference in setup:
Agent's PC and phone are on different networks Network is dropped at agent's PC With Gregs Partial Improvement UC-4316 | Comments | Difference in setup: Agent's PC and phone are on different networks Network is dropped at agent's PC With Greg final Improvement UC-4316 (without fix for UC-4359) | Comments | fix for UC-4316 | fix for UC-4359 | |||||||||||||||||||
2 | Agent is IDLE | Under 15 s connection drop | No "Reconnecting" message or other message are displayed while the connection is dropped for less than 15 seconds. A supervisor will still see this agent correctly as Idle. Dashboard still works correctly. | No "Reconnecting" message or other message are displayed while the connection is dropped for less than 15 seconds. Dashboard still works correctly. Agent can still receive calls. | - | - | No "Reconnecting" message or other message are displayed while the connection is dropped for less than 15 seconds. Dashboard still works correctly. Agent can still receive calls. JerryB If you change states such as changing from idle to released while disconnected, that change must not take place immediately since there is no way for the UI to tell the backend about it. Once the connection is reestablished, does the agent get set to release? Does the agent manager show the agent correctly throughout? What if the agent changes to released and their UI shows them that way but the backend doesn't know it yet? I assume it would send them a call even through their UI shows them released??? When connection is down if agent clicks Release button, it gets grayed out. Once the connection is re-established the agent gets set to released. The supervisor sees his status ok at all times. If a call comes in queue it behaves correctly. | No "Reconnecting" message or other message are displayed while the connection is dropped for less than 15 seconds. Dashboard still works correctly. Agent can still receive calls. When connection is down if agent clicks Release button, it gets grayed out. Once the connection is re-established the agent gets set to released. The supervisor sees his status ok at all times. If a call comes in queue it behaves correctly. | - if agent process is busy and wsock dies don't kill agent process -agent stop being busy -> kill agent process to allow login without new prompt "Do you want to terminate your session ?" | -if agent process is busy and wsock dies don't kill agent process - agent stop being busy agent process is not killed | |||||||||||||||||||||
3 | Interrupt connection for more than 15 seconds and click OK on "Unable to establish connection pop-up" before network reconnection | Aprox 15-20 seconds after network disconnection the browser will display "Reconnecting" message which will show up for 2-10 seconds and then the pop up message "Unable to establish a connection to server" will be displayed" Clicking OK button on this pop-up while the network is still down,will dispay Reconnecting for 5-15 seconds and will eventually redirect you to reach_server_IP/logout.. link, however since there is no connection , the browser will display it's typical message for network disconnection. After bringing the connection back up, if you refresh the browser page you will be redirected to the login page. | Aprox 15-20 seconds after network disconnection the browser will display "Reconnecting" message which will show up for 2-10 seconds and then the pop up message "Unable to establish a connection to server" will be displayed"
Clicking OK button on this pop-up while the network is still down,will dispay Reconnecting for 5-15 seconds and will eventually redirect you to reach_server_IP/logout.. link, however since there is no connection , the browser will display it's typical message for network disconnection. After bringing the connection back up, if you refresh the browser page you will be redirected to the login page. The other issues got Recently fixed by :UC-4330 | - | - | Aprox 15-20 seconds after network disconnection the browser will display "Reconnecting" message which will show up for 2-10 seconds and then the pop up message "Unable to establish a connection to server" will be displayed" Clicking OK button on this pop-up while the network is still down,will dispay Reconnecting for 5-15 seconds and will eventually redirect you to reach_server_IP/logout.. link, however since there is no connection , the browser will display it's typical message for network disconnection. After bringing the connection back up, if you refresh the browser page you will be redirected to the login page. JerryB What if a call comes in between 0 and 15 seconds that matches this agent's skills. Does the call get offered to the agent? If they answer it does the UI show correctly once the network reconnects? If the call comes between 0-15 s after network disconnections, the call is still offered to the agent, he can answer it . The dashboard however does not display any new incoming call, which should be expected since the connection is down. After reconnection occurs the agent is sent back to login page where afer entering credential heis shown the newly added message rearding existing session. If he select Yes, the call is dropped and he is logged in in Idle mode. He can receive new calls after he goes available A supervisor will see the agent's status correctly at all times | Aprox 15-20 seconds after network disconnection the browser will display "Reconnecting" message which will show up for 2-10 seconds and then the pop up message "Unable to establish a connection to server" will be displayed" Clicking OK button on this pop-up while the network is still down,will dispay Reconnecting for 5-15 seconds and will eventually redirect you to reach_server_IP/logout.. link, however since there is no connection , the browser will display it's typical message for network disconnection. After bringing the connection back up, if you refresh the browser page you will be redirected to the login page. If the call comes between 0-15 s after network disconnections, the call is still offered to the agent, he can answer it . The dashboard however does not display any new incoming call, which should be expected since the connection is down. After reconnection occurs the agent is sent back to login page where afer entering credential heis shown the newly added message rearding existing session. If he select Yes, the call is dropped and he is logged in in Idle mode. He can receive new calls after he goes available A supervisor will see the agent's status correctly at all times. | ||||||||||||||||||||||||
4 | Interrupt connection for more than 15 seconds and click OK on "Unable to establish connection pop-up" after network reconnection | Aprox 15-20 seconds after network disconnection the browser will display "Reconnecting" message which will show up for 2-10 seconds and then the pop up message "Unable to establish a connection to server" will be displayed" When the connection is brought back up, clicking OK button on this pop-up will redirect you to the login page. | "Aprox 15-20 seconds after network disconnection the browser will display ""Reconnecting"" message which will show up for 2-10 seconds and then the pop up message ""Unable to establish a connection to server"" will be displayed"" When the connection is brought back up, clicking OK button on this pop-up will redirect you to the login page." The other issues got Recently fixed by :UC-4330 | - | - | Aprox 15-20 seconds after network disconnection the browser will display "Reconnecting" message which will show up for 2-10 seconds and then the pop up message "Unable to establish a connection to server" will be displayed" When the connection is brought back up, clicking OK button on this pop-up will redirect you to the login page. JerryB Again, can the agent recieve calls during the 0=15 second period of time? Yes | Aprox 15-20 seconds after network disconnection the browser will display "Reconnecting" message which will show up for 2-10 seconds and then the pop up message "Unable to establish a connection to server" will be displayed" When the connection is brought back up, clicking OK button on this pop-up will redirect you to the login page. The agent can recieve calls during the 0-15 second period of time when websocket is disconnected, if it indeed receives a call he will remain on-call and logged in as seen by the supervisor in dashboard untill the call is dropped (if network connection is not re-established until this point, when call is ended agent will automatically log out) . If connection is re-establised and agent is on-call, agent is disconnected at next login by pressing "Yes" on the new pop-up message implemented which will end also the call in progress. If it doesnt receive any calls during network disruption and network is not re-established for aprox 40 -45 seconds, agent is automatically logged out | ||||||||||||||||||||||||
5 | Interrupt connection for more than 15 seconds and do not click OK on "Unable to establish connection pop-up" after network reconnection | Aprox 15-20 seconds after network disconnection the browser will display "Reconnecting" message which will show up for 2-3 seconds and then the pop up message "Unable to establish a connection to server" will be displayed. When the network connection is brought back, if you do not click the OK button on the above pop-up, nothing will happen. | Aprox 15-20 seconds after network disconnection the browser will display "Reconnecting" message which will show up for 2-3 seconds and then the pop up message "Unable to establish a connection to server" will be displayed. When the network connection is brought back, if you do not click the OK button on the above pop-up, nothing will happen. The other issues got Recently fixed by :UC-4330 | - | - | - | Aprox 15-20 seconds after network disconnection the browser will display "Reconnecting" message which will show up for 2-3 seconds and if connection is re-established at this point agent is redirected to server_fqdn/reach/portal/undefined. If no further actions are taken, Supervisor will still see the agent logged in for 40-45 seconds, after that agent is logged out. If disconnect period greater than 40-45 seconds, pop-up message "Unable to establish a connection to server", agent is logged out as seen by supervisor in his dashboard, if network is brought back and "OK" agent is redirected to login page. | ||||||||||||||||||||||||
6 | Agent is On a call | Under 15 s connection drop | No "Reconnecting" message or other message are displayed while the connection is dropped for less than 15 seconds. While the connection is down for those few seconds, there is no audio on the call. Call will have audio again once the network connection is re-established,. Call will not drop. A supervisor will still see this agent correctly as Idle. Dashboard still works correctly. | No "Reconnecting" message or other message are displayed while the connection is dropped for less than 15 seconds. While the connection is down for those few seconds, there is no audio on the call. Call will have audio again once the network connection is re-established,. Call will not drop. Dashboard still works correctly. | Difference from result compared to test on the left is : voice path is not affected when network is down | No "Reconnecting" message or other message are displayed while the connection is dropped for less than 15 seconds. Audio is not affected Call will not drop. A supervisor will still see this agent correctly as on Call. Dashboard still works correctly. JerryB Why would audio go away if only the PC lost connectivity? Call not dropping is GOOD but you state that the supervisor sees the agent as IDLE. That is not good. Agent should be shown as being on call. My bad wrong copy paste | No "Reconnecting" message or other message are displayed while the connection is dropped for less than 15 seconds. Audio is not affected. Call will not drop. A supervisor will still see this agent correctly as on Call. Dashboard still works correctly. Agent can receive other calls. | ||||||||||||||||||||||||
7 | Interrupt connection for more than 15 seconds and click OK on "Unable to establish connection pop-up" before network reconnection | Differences (compared to the same scenario where no calls involved ): When the network conncetion is lost, voice path is lost as expected, and aprox 40-50 seconds after network is disconnected, call is dropped on the caller side, while the agent still appears to be on this "call". When connection is back up, call is dropped on the agent side as well. http://jira.sipxcom.org/browse/UC-4316 | Differences (compared to the same scenario where no calls involved ):
When the network conncetion is lost, voice path is lost as expected, and aprox 40-50 seconds after network is disconnected, call is dropped on the caller side, while the agent still appears to be on this "call". When connection is back up, call is dropped on the agent side as well. The other issues got Recently fixed by :UC-4330 | Difference from result compared to test on the left is : voice path is not affected when network is down | "Phantom" calls sent to agents in case their deskphones lose network connection http://jira.sipxcom.org/browse/UC-4317 | A message is displayed after reconnecting and going to login : Do you want to terminate your previous session? There is a call in that session which has not been handled yet. That call will be terminated if you choose to terminate the session. If you choose No - Call will not be ended, and you will be sent back to login screen If you choose Yes - Call will be dropped on agent;s side, while the customer will be either dropped(because of requeue bug - UC-4320) or placed again in queue to be handled by other agents(which happens rarely). JerryB We should no longer EVER requeue the call so the fact that some of them are requeuing is problematic. Although low occurance.. Will mention in Jira - no requeing should occur in this scenario After choosing yes you will be directed to dashboard with initial state correct - Released. Supervisor will see the agent in correct status at all times which is On call . while the call is still ongoing, and Released after he selects Yes at the question. JerryB How does the agent end up in the released state? I assume they are logging back in. Is that correct? Yes they go through login ,then choose Yes, and get set to Released- which is the initial status normally. | Aprox 15-20 seconds after network disconnection the browser will display "Reconnecting" message which will show up for 2-3 seconds and if connection is re-established at this point agent is redirected to server_fqdn/reach/portal/undefined : -Audio is not affected. -Call will not drop. -A supervisor will still see this agent correctly as on Call. Upon reconnecting and logging in, pop-up message "Do you want to terminate your previous session?" If you choose No - Call will not be ended, and you will be sent back to login screen If you choose Yes - Call will be dropped, or requeued to be handled by other agents.(low occurance) After choosing yes you will be directed to dashboard with initial state correct - Released. Supervisor will see the agent in correct status at all times which is On call . while the call is still ongoing, Logged Out till relogin, and Released after he selects Yes at the question. If click OK on pop-up "Unable to establish a connection" before connection is re-established after 40-45 seconds, agent is redirected to server_fqdn/logout link: -Audio is not affected. -Call will not drop. -A supervisor will still see this agent correctly as on Call. Upon reconnecting and logging in, pop-up message "Do you want to terminate your previous session?" If you choose No - Call will not be ended, and you will be sent back to login screen If you choose Yes - Call will be dropped, or requeued to be handled by other agents.(low occurance) | ||||||||||||||||||||||||
8 | Interrupt connection for more than 15 seconds and click OK on "Unable to establish connection pop-up" after network reconnection | The same result as above from call point of view http://jira.sipxcom.org/browse/UC-4316 | The same result as above from call point of view The other issues got Recently fixed by :UC-4330 | - | - | Same as above | Agent is redirected to login page upon network reconnection : -Audio is not affected. -Call will not drop. -A supervisor will still see this agent correctly as on Call. If agent logs in, pop-up message "Do you want to terminate your previous session?" - same as above. | ||||||||||||||||||||||||
9 | Interrupt connection for more than 15 seconds and do not click OK on "Unable to establish connection pop-up" after network reconnection | The same result as above from call point of view http://jira.sipxcom.org/browse/UC-4316 | The same result as above from call point of view The other issues got Recently fixed by :UC-4330 | - | - | - | If you don't click OK on "The server has terminated your session nothing happens: -Audio is not affected. -Call will not drop. -A supervisor will still see this agent correctly as on Call. | ||||||||||||||||||||||||
10 | Greg's scenario 1: 1. Agent is on call 2. Network connection is dropped 3. Reach shows the Reconnecting message 4. Network connection is restored 5. Reach stops showing the Reconnecting message | We end up with 3 outcomes from dashboard point of view and two from call point of view : From dashboard point of view: most of times you either get redirected to "fqdn/reach/portal/undefined" - blank page , or you just get set to Released mode - so you can just go Idle again. Not so often will happen that you will receive the "Server has terminated your session" pop up message, which when clicked it will redirect you to login page. From call point of view : most of the times the call will drop as soon as the re-connection happens. Not so often, actually quite rarely, the re-queuing mechanism will work and the call will not be dropped and will be re-queued. http://jira.sipxcom.org/browse/UC-3909 http://jira.sipxcom.org/browse/UC-4316 JerryB If the network is restored, why is the agent state or UI changed at all? If the reconnect occurs prior to the server side effectively timing the agent out, the agent UI should be unchanged. If the network connection is restored after the server side times the agent out, then a redirect to login page is best ... with the continue to log in will drop any active call type of message. Tipically Reconnect message appears after 18-20 seconds, so the reconnect in this case occurs after the server side timed the agent out. | Aprox 15-20 seconds after network disconnection the browser will display "Reconnecting" message which will show up for 2-3 seconds and if connection is re-established at this point agent is redirected to server_fqdn/reach/portal/undefined : -Audio is not affected. -Call will not drop. -A supervisor will still see this agent correctly as on Call. Upon reconnecting and logging in, pop-up message "Do you want to terminate your previous session?" If you choose No - Call will not be ended, and you will be sent back to login screen If you choose Yes - Call will be dropped, or requeued to be handled by other agents.(low occurance) After choosing yes you will be directed to dashboard with initial state correct - Released. Supervisor will see the agent in correct status at all times which is On call . while the call is still ongoing, Logged Out till relogin, and Released after he selects Yes at the question. | ||||||||||||||||||||||||||||
11 | Greg' scenario 2: 1. Agent is on a call 2. Disconnect agent's computer from the network (the reconnect message should show up) 3. Reconnect agent's computer immediately (I believe the client is trying to reconnect only for 2 seconds before giving up)? 4. See if the call stays up | - | - | - | - | Call did not stay up in most cases with exception of one: This call got re-queued, however the agent got redirected to /reach/portal/undefined, then the agent logged back in and went available but the call was still not offered to him. A supervisor could see the offered call as matching 1 agent which is available, but it did not get offered. This result only happened once. UC-4359 | In this case, pop-up message "Unable to establish a connection after reconnecting if clicked agent is redirected to login page : Audio is not affected. -Call will not drop. -A supervisor will still see this agent correctly as on Call. Identical behaviour as above after this point. | ||||||||||||||||||||||||
12 | Logout agent while in a call | Agent will be asked if he wants to logout. If he selects Yes then he will be logged out and call will be dropped | - | - | 1.Agent 1 is on call and chooses to logout. You would normally get your call dropped if you would choose to logout while on a call But considering the new fix leaves the call up, the call is not dropped. 2.Agent 2 is idle and waiting for new calls. 3.A separate call comes in while agent 1 is still on his ongoing call. It is placed in queue and offered to Agent 2. If there would be no agent 2 , then it would just sit in queue and not get offered to anyone. 4.Tried this multiple times, it always got offered to agent 2.(or sit in queue waiting) 5.Agent 1 ends the call . So only in this case, reach will now offer new calls to agent 1. Yes the agent manager shows him is idle - but we would expect that with this new "fix" .. So he will be able to receive new calls while he is logged out, until actually goes to the login page and re-logins and chooses Yes to end the previous session. I thought this is how it was supposed to work. | 1.Agent 1 is on call and chooses to logout, the call is not dropped. 2.Agent 2 is idle and waiting for new calls. 3.A separate call comes in while agent 1 is still on his ongoing call. It is placed in queue and offered to Agent 2. If there would be no agent 2 , then it would just sit in queue and not get offered to anyone. 4.Tried this multiple times, it always got offered to agent 2.(or sit in queue waiting) 5.Agent 1 ends the call, as soon as the call is ended Agent process is killed and he is logged out. So he will not be able to receive new calls while he is logged out, until actually goes to the login page and re-logins and chooses Yes to end the previous session. | |||||||||||||||||||||||||
13 | Re-queue mechanism in case of Agent Log Out | 2 agents available, 1st agent receives a incoming call, but does not answer and logs out from dashboard. Call is not dropped and rerouted to Agent2. | - | - | |||||||||||||||||||||||||||
14 | Re-queue mechanism in case of network disconnect | Does not work properly - we only saw it work twice after maybe 50 calls/network disconencts. And it somehow only worked if the agent got released but not logged out, then once he got back idle - the call was again sent to him In the other casse, the call is either dropped , or it barely just rings the other available agent and then gets dropped automatically http://jira.sipxcom.org/browse/UC-4320 | - | - | UC-4320 | UC-4320 | |||||||||||||||||||||||||
15 | Network disconnect at server side | If there is a network issue at the server side, all agents gets released after 15-17 seconds. | - | - | |||||||||||||||||||||||||||
16 | Cause a network disconnect for less than 15 secs (like 10) Hang up on the caller side since he does not hear the agent anymore and he is impatient (end call in less than 10s) Verify that the same agent can get a new subsequent call properly without having to log out and log back in | - | - | There is voice path between customer and agent while network is down, because it only affects the agents PC When customeer drops the call, the call ends on both side as expected. Agent is set to released (not logged out) He receives new calls when he goes back Idle. | - | I. 10 seconds network disconnection on Agent's PC: - call is not dropped - network is restored - browser will display Reconnecting message - no action is taken at this point by the caller - call remains up - agent is redirected to server_fqdn/portal/undefined - caller hangs up, call is dropped on both sides - agent is logged out as seen by supervisor II. 10 seconds network disconnection on Agent's PC: - call is not dropped - network is restored - browser will display Reconnecting message - caller hangs up the call at this point, call is dropped on both sides - agent is redirected to server_fqdn/portal/undefined - supervisor still sees the agent as IDLE for 40-45 seconds - logging in the agent in those 40-45 seconds will trigger the prompt "Do you want to terminate your session" | |||||||||||||||||||||||||
17 | Open the wsock in Browser/Dev Tools/Network tab Look for ping messages Disconnect network conection when ping shows up And reconnect it when the next ping shows up (~15 seconds apart) | Call stays up. The UI is disconnected and then when it reconnects the agent will be set to Released but you will also see the "In session" logo and Transfer/Conference drop-down - which you wouldn't normally see when you are Released. If you click the go available/play button - it does not react, it gets graeyed out. If you try using Transfer/Conf drop down - it does not work. However all the other options seem to work fine. You can still logout. If you logout - the call still continues If you log back in you will be prompted for the new message :"Do you want to terminate your previous session?" - if you choose No - call contiunes, if you choose Yes - you are logged in and call is dropped. A supervisor will see the agent as on call always until he chooses Yes. The agent should NOT be offered new calls. And, in fact, once they end the single call they should be logged off and not be shown in the agent manager. And they should not be counted as an agent in the queue manager. The idea is to allow the agent to "finish" the call that is at their phone and then make them log back in so that there is a fresh session. | |||||||||||||||||||||||||||||
18 | Set Wrap-up on queue with 0 0 values | Wrap-up does not influence scenarios outcome. Wrap-up will not be applied, the agent once selecting "Yes" will be logged in in Released mode. Supervisor will see him as on call untill he chooses Yes, after that he will see him Releaed, No wrap-up in between. No issues It actually does influence? But you would have to not want to login back to the portal for it to affect you. You will be stuck in wrap-up until you re-login. Once you re-login and choose Yes then wrap-up ends and you are back in released mode as expected. | |||||||||||||||||||||||||||||
19 | (no-wrap-up)Place call 1, answer. Drop connection for >20s, REconnect.Call is not dropped. Drop the call. Don't re-login yet. Place a new call. Call alerts this agent(because he is still idle even though he didn't relogin). WHile call is ringing agent, go to login, relogin, choose Yes to end the current session. | Call ringing agent is dropped in this particular scenario | |||||||||||||||||||||||||||||
20 | Logging an agent off from the agent manager shouldn't be allowed if they are on a call. | If Agent tries to Log Off during Oncall state a pop message is displayed "Do you want to leave this site ? Changes you made may not be saved. "yes" or "no" . If "yes" agent is logged off , call will stay up until Agent or customer will drop it in case when Requeue setting is false. If Requeue setting is set to true , call is dropped automatically after agent presses "yes" and requeued. | |||||||||||||||||||||||||||||
21 | See how agents logged in via short code are affected | no websocket connection involved in this case | |||||||||||||||||||||||||||||
22 | Agent statistics, CDR tests Is talk time right for the agent (e.g. include the talk time on the phone call after they lose connection but are still on the call)? Is there still a CDR written for the call? Does it have the right agent on it? Does it have the right timestamp? | ? | |||||||||||||||||||||||||||||
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