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 messaging 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 {Internet 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 a 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 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 Message Care Mailbox Administration Web page.