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Introduction

Use this document to test the Clarity Connect software install after completing the installation.

New Installation Tests

After installing Clarity Connect, run the following test scenarios to ensure the software is working properly.

If you encounter any issues during testing, open a separate ticket in Freshdesk for each issue. See Appendix: Logs for instructions on how to obtain Clarity Connect logs, which are often required for troubleshooting.

Before running the test scenarios below, ensure reporting files have been uploaded, Clarity Connect services have been started, and the latest CU has been applied.
  1. Navigate to the administrative website. This is the web domain that was set up in the Cloud Management Portal (CMP) under the Pre-Install tab.
  2. Log on to the administrative website using the master admin user credentials set up in CMP. The administrative website should appear similar to Figure .

If there are issues with the administrative website, make sure the site is added to the list of Trusted Sites. Open a ticket if the website does not load or if the system doesn’t recognize the admin username. Append website logs and a screen shot of the error to the ticket.

Figure 1 Administrative website

  1. Try adding a new agent to the system. Click Agent Management > Agent Profiles. The Agent Profiles page will appear (Figure 2).

Figure 2 Agent Profiles page

  1. Click Create. The Setup New Agent page will appear (Figure 3).

Figure 3 Setup New Agent page

  1. Using your own SIP address or a test SIP address, populate each field. Add the agent to the default team and assign a Level 1 default skill.
  2. Click Save.
  3. From the main menu bar, click Dashboard. A pop-up window should appear displaying current queues and the newly configured agent. The Dashboard should appear similar to Figure 4.
The Dashboard will not display any data at this point. Metrics will update as sessions are placed through Clarity Connect. Check the Dashboard again after placing the test IM and call.

If the pop-up window does not display, check to ensure your browser allows pop-ups. If the Dashboard displays an Oops screen, open a ticket and append the Dashboard and Metrics logs.

Figure 4 Dashboard

  1. Log on to Skype for Business with the SIP of the agent you created and verify the Dashboard is correctly displaying his or her presence.
It may take up to 15 minutes for the Dashboard to reflect the newly added agent.

If the Dashboard displays an error or the agent’s presence is not accurate, open a ticket listing the error message from the developer tools console and append the AgentFinder and Metrics logs.

  1. With a test user, place an IM to the portal endpoint SIP address. This SIP address can be found under the Applications tab in CMP. The default IVR menu should be returned via IM, allowing you to make a selection (Figure 5).

Enter 1 to be placed into the default queue. The agent you created earlier should receive a toast (Figure 6).

Figure 5 IM test

Figure 6 Toast

  1. Accept the call and verify you are connected to the agent and able to chat.
  2. In the agent IM window, a link to the Agent Console should display. Click this link and verify the Agent Console opens.

If the Clarity Connect portal does not display as available, you cannot connect to an agent, or you are unable to send an IM successfully, open a ticket and append the Portal logs.

The administrative website must be opened in an Internet Explorer browser window and Silverlight must be installed.
  1. With a test user that is different from the agent created earlier, place a call to the same SIP used above and follow the same steps to be placed in a queue and connected to an agent.

If you are unable to successfully place a call, the IVR menu does not load, or you cannot connect to an agent, open a ticket and append the Portal logs.

  1. From the main menu bar on the administrative website, click Reports.
  2. Click Agent Data Report.
  3. Click Session Data Report. A separate pop-up window displaying each report should appear.

Open a ticket if a pop-up window did not appear for either report.

Because call data takes up to 15 minutes to appear in reports for Clarity Connect 4.0 and up to one day for Clarity Connect 3.2 and prior, data fields may display as blank.
Contact a Clarity Connect Professional Services engineer to schedule training or discuss next steps if you have completed this section successfully without any errors.

Appendix: Logs

Clarity Connect Support engineers often ask for certain log files when investigating issues. Use this section to obtain log files for troubleshooting.

Service Logs

Service logs consist of Portal, Metrics, and AgentFinder logs.

To obtain Portal logs, navigate to {InstallPath}\Service\Portal\DebugLogs on each application server that has this component installed and provide a Clarity Connect engineer with the log files for the requested dates.

To obtain Metrics logs, navigate to {InstallPath}\Service\Metrics\DebugLogs on each application server that has this component installed and provide a Clarity Connect engineer with the log files for the requested dates.

To obtain AgentFinder logs, navigate to {InstallPath}\Service\AgentFinder\Logs-Debug on each application server that has this component installed and provide a Clarity Connect engineer with the log files for the requested dates.

Web Services Logs

Web Services logs consist of AgentConsoleService, CallHistoryService, DashboardService, and External logs.

To obtain AgentConsoleService logs, navigate to {InstallPath}\WebService\AgentConsoleService\logs on each application server that has this component installed and provide a Clarity Connect engineer with the log files for the requested dates.

To obtain CallHistoryService logs, navigate to {InstallPath}\WebService\CallHistoryService\logs on each application server that has this component installed and provide a Clarity Connect engineer with the log files for the requested dates.

To obtain DashboardService logs, navigate to {InstallPath}\WebService\DashboardService\logs on each application server that has this component installed and provide a Clarity Connect engineer with the log files for the requested dates.

To obtain External logs, navigate to {InstallPath}\WebService\External\logs on each application server that has this component installed and provide a Clarity Connect engineer with the log files for the requested dates.

ETL Logs

To gather ETL logs, navigate to {InstallPath}\ETL\logs on each application server that has this component installed and provide a Clarity Connect engineer with the log files for the requested dates.

Website Logs

To obtain Website logs, navigate to {InstallPath}\inetpub\ClarityConnect\logs on each application server that has this component installed and provide a Clarity Connect engineer with the log files for the requested dates.

Dashboard logs are comprised of the JS Console output and the network capture from Developer Tools in the browser. To obtain the JS Console output, open Developer Tools in your browser (press F12 in Internet Explorer), and then reload the web page. Navigate to the Console tab and capture any messages. To obtain the network capture, open Developer Tools in your browser, click the Network tab, and then click Play (green arrow). The network tool will begin recording network requests on the website. Click Stop (red square) when finished capturing any issues, and then click Export to save the captured data as an XML.

Message Router Logs

To obtain Message Router logs, navigate to {InstallPath}\Service\MessageRouter\DebugLogs on each application server that has this component installed and provide a Clarity Connect engineer with the log files for the requested dates.

Agent Rerouter Logs

To obtain Agent Rerouter logs, navigate to {InstallPath}\ClarityConnectAgentRouter\Logs on Lync Front End server that has this component installed and provide a Clarity Connect engineer with the log files for the requested dates.