Test your contact center

Now that all configuration in both your Microsoft 365 tenant as well as AnywhereNow tenant is completed, it is time to test the contact center.

For this test you need both an Agent as well as a Caller, in this example both are a user from your Microsoft 365 tenant. However, if you have assigned a phone number to the address of your contact center (the resource account in your Microsoft 365 tenant) the caller can also be another device.

Once both parties are logged in, it is time to place the actual call.

Login the caller to Microsoft Teams

1. Navigate to your Microsoft Teams client

   Expected outcome: You are redirected to the Microsoft login page

   

2. Fill in your username

3. Click next

   Expected outcome: You are prompted to enter your password

   

4. Fill in your password

5. Click sign in

   Expected outcome: You are asked whether you would like to stay signed in.

   

6. Optionally, select don’t show this again

7. Choose either yes or no

   Expected outcome: The Microsoft Teams client opens

   

Login the agent to AnywhereNow WebAgent

1. Navigate to

   Note

   Please select your matching regional admin portal.

   AnywhereNow admin Portal (Production NORA)

   AnywhereNow admin Portal (Production EMEA)

   AnywhereNow admin Portal (Preview)

   Expected outcome: The AnywhereNow WebAgent login page opens

   

2. Fill in your sign-in address

3. Optionally, select keep me signed in

4. Click next

   Expected outcome: You are redirected to the Microsoft login page and you are prompted to enter your password

   

5. Fill in your password

6. Click sign in

   Expected outcome: You are asked whether you would like to stay signed in.

   

7. Optionally, select don’t show this again

8. Choose either yes or no

   Expected outcome: The AnywhereNow WebAgent opens

   

9. If the browser indicates that the WebAgent wants to use your microphone, click allow

10. In the right upper corner, click your profile image or name

    Expected outcome: Your profile opens and should display the contact centers assigned to you as an agent.

    

Initiate a call to the AnywhereNow Contact Center

Once both parties are logged in, it is time to give the contact center a call.

1. In the Microsoft Teams client of the caller, use the top search bar to search for the newly created resource account

2. Press enter

3. Select People

   Expected outcome: The resource account shows-up in the search results, notice the headset icon indicating it is a resource account

   

4. Select the resource account from the results

5. Click call (in the top right corner)

   Expected outcome: The call window shows up

   

6. If the browser indicates that the WebAgent wants to use your camera and microphone, click allow

   Expected outcome: The resource account is called and AnywhereNow will answer the call

   

   In the meanwhile, AnywhereNow will look for an Agent to answer the call. As a result, the Agent receives an invite in the WebAgent.

   

7. In the WebAgent, click the green accept icon.

   Expected outcome: The green call icon will change into a yellow pause icon

   

   Furthermore, the caller will see a third participant joining the call

   

   And audio should be flowing between the Caller and the Agent.

Congrats! You have accomplished the Microsoft Teams course.

Good job! You have setup a contact center in AnywhereNow on top of your Microsoft Teams deployment.