Confirm that the agent is logged in to the DEFINITY ECS ACD by entering the list agent_id xxxx command on a DEFINITY ECS console. Also note whether the agent is administered with the correct skill(s).

Verify that the agent is in the Auto-In or Manual-In mode on the voice terminal.

If the contact center has BCMS, enter the command monitor bcms skill . Verify that the agent is staffed, has the correct physical extension, and is in the Available state.

On the ICM server, confirm that the ICM lists the agent as logged in by selecting the agent menu item from the Display menu. Look for a line listing the agent with the specified ID.

Verify that the VDN is processing the call correctly by placing a test call from another phone to an Internet VDN. Check vector steps for the correct call flow.

Verify that the following items are administered correctly on the CentreVu Computer-Telephony server device administration and the DEFINITY ECS:

• Agent extensions

• Phantom extensions

• VDNs to launch message calls

• Hunt group extensions for agent skills

Also, verify that the phantom extensions are administered correctly on the CentreVu Internet Solutions/Message Care Common Administration Web page.

Verify that the Monitored Hunt Groups are correctly administered on the CTI Administration Web page.

Verify that the VDNs are correctly administered on the Mailbox Administration Web page.

If you have an ITG, verify that the trunks between the DEFINITY ECS and the ITG are in service. On the ITG console, use the showptg and showpri commands. On the DEFINITY ECS console, issue the command test trunk-group xx long. Troubleshoot any trunk problems using ITG or DEFINITY ECS documentation.

Verify that the customer Web page has the correct URL reference with the correct VDNs and call types. See the Web Guidelines documentation for details.

For the messaging software, verify that the correct VDN is administered for the mailbox.