8 Testing before migration
AnywhereNow Dialogue Cloud advises the following path for migration scenarios where production telephone numbers need to be cut over to AnywhereNow Dialogue Cloud after PoC and/or UAT.
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Already assign the (future) production numbers for each production A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. in the AnywhereNow Dialogue Cloud
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Fully configure the UCC(s) including the provisioning the UCC’s Contact Center Agents and optionally trainee’s and supervisors
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Make a number-plan design, mapping PSTN test-numbers with the AnywhereNow Dialogue Cloud provisioned UCC production numbers
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Make manipulation rules on customer SBC that map/translate the test numbers to the production numbers and route the call to the AnywhereNow Dialogue Cloud
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When customers does a test, it calls a test number, this number will be recognized by the customer’s SBC which will be translated towards the production number of the UCC and forwarded to the AnywhereNow Dialogue Cloud.
When using this method AnywhereNow Dialogue Cloud will already be using the production numbers internally. Any errors can already be resolved beforehand. When all testing has been done and approved, point the production numbers from the old system to AnywhereNow Dialogue Cloud. You have now migrated without any change and help needed from AnywhereNow.
This makes sure migration can be done (and undone) by customer. There should be no need for rollback as all testing has been done with production numbers from AnywhereNow Dialogue Cloud perspective.