Engage Voice
Testing call routing in your inbound queue

Last updated on June 30, 2021

Table of contents

You should test your inbound queues to ensure they operate as you expect. This article discusses how you assign a test number to an inbound call, and place test calls to your inbound queue to test open and closed call routing.

Assigning a number to an inbound queue

  1. Navigate to Routing > Queues via the left-hand navigation bar.
  2. Select the queue you’d like to test.
  3. Navigate to the DNIS Assignment option in your queue’s configuration panel.
  4. Click Show All DNIS to see the list of all available phone numbers.
  5. Check the boxes beside each number that you want to assign to your inbound queue.
  6. Click the Save button at bottom right to save your changes.
Once the test numbers have been assigned to your account, you can view and assign those numbers to a queue via  the DNIS Assignment option in your queue configuration panel.

Placing test calls to your inbound queue 

It’s a good idea to test your inbound queue while the queue is open as well as when it’s closed to ensure that the call is routed correctly. Note that depending on your build, you may need to perform certain tests on components in the IVR rather than in the inbound queue, and vice versa.
 
If you’d like to test the call routing in your inbound queue while it’s open, you’ll first want to ensure that you have at least one agent logged into that queue. Then, take the following steps:
1. Place a call to your inbound queue by calling the test number associated with the queue. Once you’ve connected, test for the following:

a. Test IVR routing in your inbound queue (if applicable):

i. Test that each DTMF option available in the IVR routes to the correct endpoint.

ii. Test that each node of the IVR takes the appropriate action as configured in your IVR.

1. Test that you hear the audio prompts configured in your IVR.

2. Test that the IVR can capture any data inputs from the caller (if applicable).

3. Test that you can leave a voicemail in the IVR (if applicable).

b. Test that a call is received by the queue and processed according to your inbound queue settings.

c. Test that a call that matches a priority queue event or queue event function as intended.

2. Place additional calls as needed to test the operation of each event and setting.

a. Repeat these steps as needed for each of your inbound queue.

If you’d like to test your inbound queue when the queue is closed, follow the steps below. 
  1. Place a call to your inbound queue by calling the test number associated with the queue
    1. Test that the call is handled as expected for an after-hours call or during a configured schedule override.
  2. Repeat these steps as needed for each of your inbound queues.

Testing inbound queues from the agent perspective

  1. Navigate to the agent interface and log in.
  2. In the second login page, select the inbound queues you want to test with this agent.
  3. For the Login Type, select the Use integrated softphone option.
  4. Check the Start taking calls box to enable the agent to immediately take calls.
  5. Place calls to the test number associated with the inbound queue and test the following:
    1. The agent receives the calls as expected.
    2. The call controls the agent uses in their workflow work as expected.
    3. Any call information presents to the agent as expected.
  6. Repeat this test for other agents assigned to the inbound queue.
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