Cisco Cisco Unified CRM Connector 7.5 Installation Guide

 

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Organizations rarely implement dedicated test and development PBX and 
other channel hardware instances.  Instead dedicated test, development and 
training configurations are built out on the production platforms with an 
isolated set of route points, queues, IVR voice scripts and agent phones 
and ACD logins configured for test, development and other purposes. 

This ensures that test, development and training phone calls and agent 
sessions will not accidentally bleed into the production work.  It also 
protects the integrity of production switch reports. 

Test environments still must meet the minimal hardware requirements, but 
they can be deployed on virtual servers from VMWare or other VM 
services that support two or more processors per virtual server. 

The test environment should include a CRM Connector Server with the 
appropriate connector and adapters installed and configured to point to the 
test environments.   

You should have a test pathway implemented on your switch and within 
your IVR, with scripts that segregate test agents and phone calls and 
information from production work. 

The telephony test environment should be able to receive and make calls to 
the public network (PSTN).  To simulate the production environment, the 
test telephony environment should be able to handle and queue multiple 
calls.    

Three agent test configurations are necessary to test conference and 
transfer scenarios, but also to test multiple calls in the queue.  In addition 
to the properly configured CRM Connector Server configuration you will 
need three (3) agent desktops consisting of an agent PC, an agent 
telephone configured with test extensions, logins to test agent ACD skills 
and queues and a login to the test application environment.  Agents should 
be able to receive queued calls placed from the PSTN and where allowed, 
be able to place outbound calls through the PSTN.  If production agents 
may receive direct inward dialed calls, then the test environment should 
also be configured for this feature. 

Cisco recommends an incremental approach to implementing the CRM 
Connector components.  This approach installs, configures and validates 
each CRM Connector product component before implementing the next 
component.   

Using this approach you should first implement the pre-requisite software 
and make sure that the IIS services are working properly and that the .NET 
components work in your environment.