QA Onboarding Basics - Central

QA New Employee Work Book
QA New Hire Work Book

v7.0
1
Contents
Welcome..................................................................................................................................................................................... 6
Task 1. General Overview of the Business Logic.................................................................................................... 7
1. Business Logic............................................................................................................................................................ 7
1.1. What is a Contact Center?............................................................................................................................ 7
1.2. What do Contact Centers do?..................................................................................................................... 7
1.3. What are the Contact Types that Take Place in a Contact Center?..............................................8
1.4. What is a Contact Center Agent?............................................................................................................... 8
1.5. What are the Skills?........................................................................................................................................ 8
1.6. What are the Channels?................................................................................................................................ 8
Task 2. NICE inContact Overview................................................................................................................................... 9
2.1. Products........................................................................................................................................................... 10
2.1.1. Omnichannel Routing............................................................................................................................ 10
2.1.2. Analytics...................................................................................................................................................... 10
2.1.3. Workforce Optimization....................................................................................................................... 11
2.1.4. Automation and Artificial Intelligence............................................................................................ 11
2.1.5. Open Cloud Foundation........................................................................................................................ 11
2.2. Basic Architecture........................................................................................................................................ 12
2.2.1. Service components for each Component..................................................................................... 13
2.2.2. Basic Component Communication Flow......................................................................................... 14
Task 3. Verifying Accesses.............................................................................................................................................. 15
3. Tool Access............................................................................................................................................................... 15
3.1. Use UCN Credentials.................................................................................................................................... 15
3.2. Use NICEDEN credentials.......................................................................................................................... 15
3.3. Requested credentials................................................................................................................................ 15
Task 4. Test Case Management.................................................................................................................................... 16
4. JIRA.............................................................................................................................................................................. 16
4.1. XRay for Jira.................................................................................................................................................... 16
Task 5. NICE inContact Environments...................................................................................................................... 18
5. Clusters...................................................................................................................................................................... 18
5.1. List of Clusters Assigned to Teams........................................................................................................ 18
2
5.2. Cluster Web Administration tool: Web Admins...............................................................................21

5.2.1. Boxes in a Cluster.................................................................................................................................... 22
5.2.2. Version Pack in a Cluster...................................................................................................................... 24
5.2.3. Failover........................................................................................................................................................ 24
Task 6. Interfaces................................................................................................................................................................ 26
6. Old UI vs. New UI.................................................................................................................................................... 26
6.1. Central............................................................................................................................................................... 26
6.2. User Hub.......................................................................................................................................................... 27
Task 7. Operations............................................................................................................................................................. 29
7. Basic Operations..................................................................................................................................................... 29
7.1. Business Unit.................................................................................................................................................. 29
7.2. Campaign......................................................................................................................................................... 29
7.3. Skills................................................................................................................................................................... 30
7.4. Scripts............................................................................................................................................................... 31
7.4.1. Studio............................................................................................................................................................ 31
7.4.2. Creating Scripts........................................................................................................................................ 33
7.5. Points of Contact (POC)............................................................................................................................... 35
7.6. Personal Connection (PC)......................................................................................................................... 36
Task 8. Agents....................................................................................................................................................................... 38
8. Agents......................................................................................................................................................................... 38
8.1. Types of Agents:............................................................................................................................................. 38
8.2. Generate Contacts........................................................................................................................................ 38
8.2.1. Pre Configurations.................................................................................................................................. 38
Task 9. Log Decoder........................................................................................................................................................... 40
9. Log Decoder............................................................................................................................................................. 40
9.1. Downloading LogDecoder......................................................................................................................... 40
9.2. Configure LogDecoder................................................................................................................................ 40
Task 10. Team Process Knowledge............................................................................................................................ 43
10. Process Knowledge........................................................................................................................................... 43
10.1. Knowledge of the R&D sprint process............................................................................................. 43
10.2. Knowledge of the QA processes......................................................................................................... 44
QA Demo.................................................................................................................................................................................. 48
QA Quiz..................................................................................................................................................................................... 49
Additional Training........................................................................................................................................................... 50
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Glossary................................................................................................................................................................................... 51
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Revision History
Revision Date Author Description

1.0 06/16/201 Paola Machicado Document created
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2.0 06/22/217 Carla Munoz Added additional training and
architecture modification
3.0 09/26/201 Paola Machicado Removed sections for unused
8 tools
4.0 01/31/201 Nichole Proestakis Added QA Quiz and QA demo
9 sections
5.0 04/27/201 Paola Machicado Updated tools links
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6.0 05/29/201 Cameron Questereit Updated graphs
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7.0 11/04/201 Daniela Cortes Added general information
9 sections
7.1 01/15/202 Paola Machicado Updated old links and removed
0 Thin Agent and Power Agent
references
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Welcome
We are excited to have you as part of our NICE inContact team. To ensure you get everything you
need to be successful, we have created this onboarding workbook for you to complete over the next
2 weeks.
If you have any questions, please ask anyone on the QA team.
Welcome!
NICE inContact Quality Assurance (QA) Team
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Task 1. General Overview of the Business Logic
1. Business Logic
The experience and customer service are crucial to business success in addition be a significant
differentiator for any business.
A contact center is the heart of a customer service strategy and it's often the primary channel for
most of the interactions the customers have with a company.
Access to the right technology can make or break the success of the contact center in an age of
digital transformation.
NICE inContact helps organizations to implement efficiently the best solutions for customer care.
1.1. What is a Contact Center?
Contact centers and call centers are both centers for customer service, and the two terms are often
used interchangeably.
Call centers are a more traditional customer service option, having been in use since the 1960s.
Call centers interact with customers or the public specifically through phones or voice
communication. They handle both inbound and outbound calls.
However, with the advent of the Internet and digital media, contact centers have increasingly
become a popular option.
Contact centers are similar to call centers, but they handle customer service through a wider
variety of means. This can include chat, email, messaging apps, social media, text, and fax, along
with the outbound and inbound calls
They present a variety of methods mentioned through which a company can be contacted, allowing
customers to choose the method they like best.
1.2. What do Contact Centers do?
Provide customers with an alternative communication channel to inform or service inquiries.
They can either reach out to customers with service offers, or they can act as traditional support
and respond to incoming calls.
The inbound calls are made by a customer or prospect to gather specific information or resolve a
specific problem (customer service).
The outbound calls, on the other hand, are made by a call center agent or salesperson to an existing
customer or prospective lead to promote and sell products/services.
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1.3. What are the Contact Types that Take Place in a Contact Center?
A Contact Center handles all information processing and treatment via:
- Inbound and outbound calls.

- Incoming and outcoming emails
- Online chats
- Work items
- Voice Mails
1.4. What is a Contact Center Agent?
Contact center agents are on the front lines of customer service; they are a principal member for
interested consumers.
A contact center agent is a person who handles incoming or outgoing customer calls for a business
further of handle account inquiries, customer complaints or support issues, managing inbound
and/or outbound calls, following various communication scripts when speaking to a caller,
answering questions and providing solutions/alternatives to issues and up-selling to products or
services.
1.5. What are the Skills?
Customer service agents need a very special set of customer service skills to professionally deal
with customers.
Although customer service is often seen as a skill in and of itself, there are many associated skills
that support strong customer service abilities.
1.6. What are the Channels?
Increasingly, customers are more demanding than ever and expect the businesses to be present on
several channels, and to offer consistent, qualified service on all of them. The best way to make
support more convenient for customers is to offer support on several different channels.
A channel is any method offered to customers to interact with companies. They can call, they can
write (an email, an SMS, social media, etc.).
Some contact centers have different teams working on different channels like Omnichannel and
Single Channel.
Omnichannel customer support includes email, chat, voice over IP (VoIP) and website support and
it can allow agents to support several contacts at the same time.
Single-channel support includes the same channels Omnichannel does but agents can only have one
contact at a time.
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Task 2. NICE inContact Overview
2. NICE inContact
NICE is the worldwide leading provider of enterprise software solutions that empower
organizations to make smarter decisions based on advanced analytics of structured and
unstructured data.
Reaches all available market segments, from the smallest businesses to Fortune 100 companies.
inContact is the cloud contact center software leader, with the most complete, easiest and most
reliable solution to help organizations achieve their customer experience goals.
inContact continuously innovates in the cloud and is the only provider to offer a complete
solution that includes the customer interaction cloud, an expert service model and the broadest
partner ecosystem.
Joining forces with NICE enables inContact to reach a larger customer base with their state-of-
the-art cloud offering. In addition, it allows inContact customers and prospects to benefit from
the leading WFO and analytics offerings in the market.
NICE and inContact jointly offer a full range of solutions for the fast-growing Contact Center as a
Service (CCaaS) industry that is substantially larger than NICE’s current addressable market.
Additionally, the two companies will continue to cultivate their large partner network, enabling
partners to offer an unparalleled range of leading contact center solutions, both in US and
international markets.
NICE inContact is a reliable contact center management software and can be used by small
businesses and large enterprises alike and is in place across a wide variety of vertical markets.
For further information, you can look for help here:
Short New Hire

Orientation.pptx
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2.1. Products
CXone is the world's #1 cloud customer experience platform (suite of tools), enables organizations
to handle customer issues from any channel, improve the performance of their agents, analyze data,
and achieve their customer experience goals.
NICE inContact has the following features:
- Omnichannel routing
- Analytics
- Workforce Optimization
- Automation AI
- Open Cloud Foundation
CXone unifying best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation,

and Artificial Intelligence—all built on an Open Cloud Foundation.
2.1.1. Omnichannel Routing
It is a contact routing and interaction management suite that empowers agents to positively and
productively interact with customers in digital and voice channels.
Seamlessly connects customers to the right agent across any channel choosing from 30+ native
digital channels, including email, web chat, messaging, mobile apps and social media:
2.1.2. Analytics
Turns insights into results by making data relevant, easy to consume and actionable to drive
measurable improvements and understand the omnichannel experience customers receive.
Gets information from customers’ interactions that can be used to make improvements
Turns raw data into information that is relevant and easy to understand for all job levels, while
maintaining appropriate security controls.
Makes data useful for everyone improving the speed and outcome of decisions
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2.1.3. Workforce Optimization
Empowers and helps agents perform better which improves the customer experience and increases
agent job satisfaction. Happy agents create happy customers.
Quickly pinpoints efficiency opportunities and easily implements repeatable solutions.
Understands the true experience customers receive and automate measurable quality improvement
plans.
2.1.4. Automation and Artificial Intelligence
Provides intelligent self-service, eliminates mundane tasks and speeds resolutions of customer
issues for better business outcomes through intelligent self-service, agent-assisted, and fully-
automated alerts and actions.
2.1.5. Open Cloud Foundation
Guarantees an industry 99.99% availability and offers:
- Unparalleled security and reliability

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- Easy customization through RESTful APIs and CXexchange for pre-built integrations from
ecosystem partners.
- Continuously expanded, updated, well-documented and tested application programming
interfaces
- Quality optimized voice and data services
- Deploy anywhere with flexible, multinational options
Visit the www.niceincontact.com web site and browse the "Products" menu. Familiarize yourself
with each of the following products offered by NICE inContact.
2.2. Basic Architecture
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2.2.1. Service components for each Component
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2.2.2. Basic Component Communication Flow
The user accesses Central using the Web Services component and there they can define campaigns,
skills, point of contacts, teams, etc. That information is saved in the COR Database.
Using SQL Jobs, the information available in COR Database is copied to the other Databases (DW,
DM and Tube)
When the user launches the agent, it automatically uses the Web Services component.
When the user starts creating contacts, all the information generated is saved in the COR Database.
Then, the cycle of copying information into other Databases is repeated.
Please review the following video for a more detailed explanation.
Task 3. Verifying Accesses
3. Tool Access
3.1. Use UCN Credentials
 Microsoft Teams – use the Web version or install the desktop version
 Mojo
 Confluence
 Jira (production)
 Jira (test)
 Skype for Business
3.2. Use NICEDEN credentials
 SuccessFactors
 NICE University
3.3. Requested credentials
For these tools, you need to contact IT personal to request accounts
 Remedy Force (requires Salesforce account)

 NICE Dojo
If you have any problem accessing any account, please let your trainer or IT personnel know.
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Task 4. Test Case Management
4. JIRA
Jira Software is an agile project management tool compatible with any agile methodology, whether
Scrum, Kanban or your own. It allows teams to:
 Plan, monitor and publish software.

 Create user stories and epics, plan sprints and distribute tasks among a software team.
 Prioritize and analyze team's work in context and with full visibility.
 Make releases with most current information.
 Manage and execute test cases for features.
 Manage bugs.
4.1. XRay for Jira
Xray is an add on for Jira that allows testing efforts to be registered and associated to the
development artifacts to provide information of a release, project, etc. in a single tool. Manual and
automated tests can be written, updated and executed, and their results are immediately seen in
the associated user stories, test plans, etc. for reporting purposes.
Task Activity 1:
Become familiar with XRay for Jira

a. Open Jira test.
b. Select the IC project: Projects > View All Projects > IC.
c. Go to Tests > Test Repository.
d. Under Test Repository, expand QA Onboarding folder.
e. Expand QA Onboarding Basics folder.
f. Right click Task 07 Our Product folder and select Create Test Set option.
i. Enter the required information for the test set:
ii. Summary: <your_initials> - Task 7 Our Product e.g. “PM - Task 7 Our Product”.
iii. Assignee: Assign it to yourself.
g. Press the Create button.
h. Create Test Sets for:
i. Task 08 Contact Delivery
ii. Task 09 Personal Connection
iii. Task 10 Web Admins
iv. Task 11 Log Decoder
i. Press the Create button.
j. Select Test Plan issue type.
k. Enter the required information for the test plan:
i. In General tab:
i. Summary: <your_initials> - QA Onboarding Test Plan e.g. “PM - QA
Onboarding Test Plan”.
ii. Assignee: Assign it to yourself.
iii. Priority: Set P4
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ii. In Test Plan Details tab:

i. Tests Associated with a Test Plan: Select the Test Sets you created earlier.
l. Open the recently created Test Plan.
m. Under the Tests section, press the Create Test Execution button, and select All tests
option.
n. Enter the required information for the test execution:
i. Summary: <your_initials> - QA Onboarding Execution e.g. “PM - QA Onboarding
Execution”.
ii. Assignee: Assign it to yourself.
iii. Fix Version: Select current version, you can ask your manager or QA buddy.
iv. Test Environments: Select the environment you are working on. e.g. SC1.
o. Press the Create button.
p. Select any test case, and press the Execute button.
q. Select the Execute option to display the test case’s steps.
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Task 5. NICE inContact Environments
5. Clusters
A cluster is a collection of nodes that are usually on the same network and they act as a single
system. It is nothing but a group of nodes interconnected together to process a huge amount of data
in a distributed manner. Each node is a single entity machine or server.
Clusters are reliable as they share resources and space for reliability and perform Load Balancing
and Parallel Processing for faster execution. Almost all data processing tools are using the
advantage of a cluster for processing of data.
Among the advantages of using cluster are increased processing power, because there are more
nodes that are doing the computations, better fault tolerance, as the loss of one node in the cluster
affects the whole system less than if there was only a single node running, and higher availability, as
more nodes can process the incoming requests.
5.1. List of Clusters Assigned to Teams
Some clusters are assigned to teams to test developed code or features. Each team is responsible for
the operation and update of its own cluster.
Teams Clusters
Studio HC24 DO47
DO37
ACD HC14
HC2
OB HC10 DO38
Max HC6 DO33
Channels I HC1 DO83
Channels II DO36
Reporting HC17 DO44
HC4
Routing DO56
DO46
Tools HC20 DO55
ESC DO66
DO72
DO88
Octopus DO81
Review:
1. What do the letters "TC" stand for in the cluster abbreviation "TC1"?
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TC stands for Testing Cluster. This type of cluster is available for integration testing; it contains
more data and it is closer to a real environment because it has a pair of nodes.
2. What does the "H" stand for in the cluster abbreviation "HC3"?
HC stands for Half Cluster. This type of cluster is available for new features testing during
implementation. There is only one node linked to this cluster.
3. What does the "S" stand for in the cluster abbreviation "SC2"?
SC stands for Staging Cluster. This type of cluster is available as an intermediate step between
testing cluster and production cluster deployments. It has two nodes. In general, it is used in
Staging phase for integration testing in a step prior to customer environment deploys.
4. What does the "C" stand for in the cluster abbreviation "C14"? What is this cluster used for
(generally speaking)?
C stands for Customer. This cluster is a production cluster, and its access is limited to production
bug testing. Configuration changes in these clusters are NOT allowed.
5. What does the "E" stand for in the cluster abbreviation "E1"?
E stands for European cluster. This cluster is a production cluster for Europe customers, and its
access is limited to production bug testing. Configuration changes s in these clusters are NOT
allowed.
6. What does the "B" stand for in the cluster abbreviation "B2"? What is this cluster used for
(generally speaking)?
B stands for Beta. This cluster is a production cluster used for beta testing. Its access is limited to
production bug testing. Configuration changes in these clusters are NOT allowed.
https://tlvconfluence01.nice.com/display/IN/Cluster+Explanation
Task Activity 1:
Create an account for each of the following clusters:
a. TC2
b. TC3
c. HC4
d. SC1
e. SC10
Here are the sites and credentials for the above sites:
a. TC2
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https://home-tc2.ucnlabext.com/inContact/Login.aspx
User: brain@tc2.com
Pass: Control123
b. TC3
https://home-tc3.ucnlabext.com/inContact/Default.aspx
User: wakko@tc3.com
Pass: AControl123
c. SC1
https://home-sc1.ucnlabext.com/inContact/Default.aspx
User: woody@sc1.com
Pass: Control123
d. SC10
https://home-sc10.ucnlabext.com/inContact/Login.aspx
User: snoopy@sc10.com
Pass: Control123
e. SC11
https://home-sc11.ucnlabext.com/inContact/Login.aspx
User: yakko@sc11.com
Pass: Control123
In order to create your accounts, go to: Admin > Users
Notes:
 For security reasons, you must use your niceincontact email in the Email field.
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 Make sure you choose the inContact Admin security profile.
Using SSO for Central accounts:
You can use inCentral SSO http://incontactsso/ to access the accounts in any cluster you have
associated to your @niceincontact email address.
Single sign-on (SSO) is a session and user authentication service that permits an end user to enter
one set of login credentials (such as a name and password) and be able to access multiple
applications.
5.2. Cluster Web Administration tool: Web Admins
WebAdmins is an internal website that we use to deploy inContact’s products and it can be your
best friend and resource for things like:
 Cluster Health
 Check if services are running
 Server names (FQDN)
 Deploying code
 Reloading Business Unit Info (to reload the cache in the VC if the Tenant ID and or NICE
Integration Configuration is changed)
 Checking/changing the User Sync Interval Time
 Checking CTI events and call tree info
 Checking which version your cluster is currently using
To log in to WebAdmins, go to the following URLs. Use your UCN credentials:
 Test Clusters: http://webadmins-test/Login.aspx
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 Staging Clusters: http://webadmins-staging/Login.aspx

You may want to save these URL somewhere. You will use them a lot.
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5.2.1. Boxes in a Cluster
This section describes the main components in for an inContact Cluster.
The main functions of the cluster’s components are:
 VC (Virtual Cluster): Contains the main Control logic for the entire cluster. This contains
the inControl script engine and most of the functionality that inContact customers interact
with. Redundancy for the VC is performed through Active/Standby. Only one VC is active at
a time.
 Coop: It is the service of the virtual cluster to synchronize contacts
 File Server: It is responsible for storing and retrieving many types of files. It's a separate
process that runs on the same Server that a VC runs on.
File Server may store files in a local database or a remote database
The main files used are:

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o Prompts: Gets these files from FileServer to play an audio prompt to a patron.
o Music: Gets these files from FileServer to play music or audio to a patron.
o Recordings: Puts these files to save a recording. This can be a recording of a patron
conversation or a shorter recording that may be used in prompts. Also, can get a
recording to play back to a business unit agent.
Other processes/server communicate with the File Server using a REST API. As part of its
operation, the File Server copies files directly to/from Media Server disks when a GET or
PUT request is received from a Media Server.
 Data Warehouse: It is only accessible through reports, but you must save information of
the entire system
 BI tube: It is only accessible through reports, but you must save information of the entire
system. It is part of BI applications
 My Data: It is a database for the INUSER instance
 API Web: Back end of system or a set of functionalities that they expose so that they are
used in other places.
 IIS: It's the web service by which the API work. We make requests to the web application
that is on this IIS server
 Media Server: This server is responsible for managing media operations.
The Media Server is often is in the voice path between a calling party and an agent, though it
could drop out of the voice path when there is no need to monitor or record the voice (in
the current implementation the Media Server never drops out of the voice path).
5.2.2. Version Pack in a Cluster
Significant changes in our business require to introduce new versions. To verify and identify the
last code deployed to a cluster, we need to go to “Deployments” in the Web Admins main menu:
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5.2.3. Failover
Failover is a backup mode of operation in which the functions of a system component (such as a
processor, server, network or database) are assumed by the second system components when the
main component is not available either due to a failure or due to scheduled downtime.
Note: From this task on, you will have to be prepared to demonstrate your learning experience to your
trainer.
Note: For the test cases to be executed in this and subsequent sections, use the Test Execution you
created in XRay in Task 4.
Task Activity 2:
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Run the following test cases for Web Admins:
- TC#: IC-51334: WebAdmins> Login to WebAdmins

- TC#: IC-51329: WebAdmins> Add sites in the Clusters Overview, (also run IC-51328,
IC-51327, IC-51326, IC-51325, IC-51324, IC-51323 for the other clusters)
- TC#: IC-51366: WebAdmins> Identify which version a site has.
- TC#: IC-51365: WebAdmins> Identify the components in HC Cluster
- TC#: IC-51363: WebAdmins> Identify the components in TC or SC Clusters
- TC#: IC-51362: WebAdmins> Identify the last change set applied in a cluster
- TC#: IC-51361: WebAdmins> Identify when a component is in Green. (Ok Status)
- TC#: IC-51360: WebAdmins> Identify when a component is in Error o Failed
- TC#: IC-51359: WebAdmins> Identify when a component is in Maintenance
- TC#: IC-51358: WebAdmins> Compare 2 sites
- TC#: IC-51357: WebAdmins> Identify the last deploy in a Cluster
- TC#: IC-51355: WebAdmins> Make a Failover in a SC cluster
Review:
Answer the following questions (you can get the help of teammates to find out the answers)
 What is the name of the dashboard where you can see a summary of the environments?
__________________________________________________________________________________________________________
________________________________________________________________________________________________________
 How can you tell which side of the cluster is active?
__________________________________________________________________________________________________________
________________________________________________________________________________________________________
 What does it mean to failover a Cluster?
__________________________________________________________________________________________________________
________________________________________________________________________________________________________
 How do you select the clusters you wish to see in your summary page?
__________________________________________________________________________________________________________
________________________________________________________________________________________________________
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Task 6. Interfaces
6. Old UI vs. New UI

NICE inContact CXone is the web application where customers create, customize, and manage
contact centers.
Administrators use Central to set up different channels of communication with contacts; managers,
to run reports that display the status and activity of the contact center; scripters, to apply custom
scripts created in Studio; supervisors, to review agent calls; and agents, to launch the agent
application.
CXOne is a robust platform growing more so day by day, and it offers two interfaces:
 Central: New look UI

 User Hub: The new and modern UI
6.1. Central
When you decide to adopt the modernized CXone Central Blue administration interface you will
observe the changes all changes are related to color scheme, design, and navigation.
Those are:
 App Launcher
 User Menu
 Module Selector
For the Central interface changes to take effect, users will have to log off and log back on after the
change has been made. This does not take much time.
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https://help.incontact.com/summer18/Content/ReleaseNotes/CXoneCentralNavigationChanges.ht
m
6.2. User Hub
NICE inContact has a short-term plan to move existing customers from our traditional, virtual
cluster-based platform to our new microservice-based platform.
To fully execute on this plan, all existing customers that use Central as their primary location must
be converted to use User Hub.
With User Hub, what are we trying to achieve?
A seamless user experience that is easy to read, easy to navigate and reliable.
When you decide to adopt the modernized CXone User hub, the interface you will observe the
changes all changes are related with navigation and integrations
Supported Browser is:
 Chrome
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Task 7. Operations
7. Basic Operations
7.1. Business Unit
A Business Unit is the space in which a customer operates. Each customer has their own work
environment that holds all of their items such as skills, points of contacts, users, and scripts.
For more details:
https://help.incontact.com/fall18/Content/Central/BusinessUnits/BusinessUnitsOverview.htm
Task Activity 1:
In order to start creating your own testing space, we will start with the business unit.
a. Locate test case IC-51298 in the Test Execution in XRay, and run it to create your first
business unit
b. Locate test case IC-51295 in order to enable features in your new Business Unit.
Review:
 What does BU stand for?

__________________________________________________________________________________________________________
________________________________________________________________________________________________________
 Does the BU number have to be unique?
__________________________________________________________________________________________________________
________________________________________________________________________________________________________
 What is a Parent Company?
__________________________________________________________________________________________________________
________________________________________________________________________________________________________
 Where do we get the BU number from?
__________________________________________________________________________________________________________
________________________________________________________________________________________________________
7.2. Campaign
Campaigns are buckets of skills used for reporting purposes.

For more details:
https://help.incontact.com/fall18/Content/Central/Campaigns/CampaignsOverview.htm
Task Activity 2:
a. Locate test case IC-51296 in XRay, and run it to create your first campaign
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7.3. Skills
Skills are classifications that are assigned to agents based on abilities, specialties, and knowledge.
There is no limit on the number of skills for a business unit nor for agents. Each skill must be
assigned to a campaign. A Skill is used to route calls to an agent. They can be created for each of the
media types that we have.
For more details:

https://help.incontact.com/fall18/Content/Central/Skills/SkillsOverview.htm
Task Activity 3:
a. Login to your business unit and create a skill for each of the following media types running
the associated test case in XRay:
Skill Type Test Case Number

Chat (Inbound) IC-51297
Email (Inbound) IC-51290
Email (Outbound) IC-51289
Phone (Inbound) IC-51288
Phone (Outbound) IC-51287
Voice Mail (Inbound) IC-51286
Work Item (Inbound) IC-51285
b. Locate test case IC-51277 to create five items of each skill using the bulk upload.
Review
 What is SLA?
__________________________________________________________________________________________________________
________________________________________________________________________________________________________
 How does the Priority Comparison work?

__________________________________________________________________________________________________________
________________________________________________________________________________________________________
 What types of Screen pops can you set up?

__________________________________________________________________________________________________________
________________________________________________________________________________________________________
 What does it mean for a skill to be blended?
__________________________________________________________________________________________________________
________________________________________________________________________________________________________
 What are the proficiencies for a skill?

__________________________________________________________________________________________________________
________________________________________________________________________________________________________
31
7.4. Scripts
Scripts are a UI based mechanism used for routing contacts in the contact center. For the creation,
edition and maintenance of scripts, we will need Studio application.
7.4.1. Studio
Studio is our desktop application that allows customers to create their IVR Scripts. The application
includes more than 150 pre-defined routing components known as actions, and these actions can
be combined in thousands of different ways.
For more details:
https://help.incontact.com/fall18/Content/Studio/StudioOverview.htm
Task Activity 4:
a. Downloading Studio
Download Studio from Central> Admin> Support> Software and Updates> Accept Button>
Studio.exe
b. Configuring Domain in Studio
To select the correct domain of your cluster, follow these steps:
i. Open Studio.
ii. Open Task Manager (Ctrl + Shift + Esc).
iii. Look for the Studio App (the number might be different):
iv. Right click the process, and from the displayed Context menu select the
Open File Location option.
v. In the opened folder, look for the inControl.NET.exe.config file and open it
in an editor program like Notepad.
vi. Look for the “ShowConnectMenu" and "ShowDomainLogin" keys and set
them to true as follows:
32
vii. Open Studio again and verify the Domain field is displayed:
c. Configuring SSO Settings (to login with SSO)

i. Open Studio.
ii. Open Task Manager (Ctrl + Shift + Esc).
iii. Look for the Studio App (the number might be different):
iv. Right click the process, and from the displayed Context menu select the
Open File Location option.
33
v. In the opened folder, look for the inControl.NET application and create a
shortcut.
vi. Go to shortcut and right click on it.
vii. Select the Properties option from the displayed context menu.
viii. The Properties opens
ix. In Target add the following: -sso
x. Click on OK button
xi. Open Studio using the shortcut.
xii. The users related with your niceincontact email are displayed.
7.4.2. Creating Scripts
In the Studio application, a workflow is called a script. Scripts can be very basic designs, simply
routing a phone contact from caller to agent, or more complex designs, including multiple branches
that end in different actions based on a wide variety of parameters.
34
Task Activity 5:
a. Create the following scripts:

i. Create a Basic Phone Script – Execute the test case IC-51284
ii. Create a Basic Chat Script – Execute the test case IC-51283
iii. Create a Basic Email Script – Execute the test case IC-51282
iv. Create a Basic Work item Script - Execute the test cases IC-51278 and IC-
51281
35
v. Create a Basic Voice Mail Script - Execute the test case IC-51280
7.5. Points of Contact (POC)
A point of contact is exactly what it sounds like, it is the customers’ point of contact to the call
center, i.e. the way an incoming contact enters the system. This could be a chat link, an email
address or a phone number. You will most commonly hear it referred to as POC.
For more details:
https://help.incontact.com/fall18/Content/Central/PointsOfContact/PointsOfContactOverview.ht
m
Task Activity 6:
36
a. Login to your business unit and create a POC for each of the following by running the
corresponding test cases in Xray:
POC Test Case

Type Number
Chat IC-51294
Email IC-51293
Phone IC-51292
Call
Work IC-51291
Item
b. Locate test case IC-51276 to create five items of each POC using the bulk upload.
Review
 What is IVR Reporting?

__________________________________________________________________________________________________________
________________________________________________________________________________________________________
 What table do you need to look in to find a POC number (DNIS) to use?
__________________________________________________________________________________________________________
________________________________________________________________________________________________________
 What do you have to set up before creating a POC?

__________________________________________________________________________________________________________
________________________________________________________________________________________________________
7.6. Personal Connection (PC)
Personal Connection (PC) is a proactive dialer that enables you to reach contacts via voice phone
calls, one-way agentless SMS messages, and one-way agentless emails.
For more details:
https://help.incontact.com/fall18/Content/Central/PersonalConnection/PersonalConnectionOver
view.htm
Task Activity 6:
a. Login to your Business Unit and run the corresponding test cases in Xray:
Note. You must turn on the Personal Connection Feature in your BU.
i. TC#: IC-51318: Create a Personal Connection Skill
ii. TC#: IC-51317: Create/ upload and assign your skill to a calling list
iii. TC#: IC-51316: Successfully take calls through personal connection

37
iv. TC#: IC-51315: Check errors in your calling list
v. TC#: IC-51313: Change your calling ratio
vi. TC#: IC-51312: Manage your time zone bounding
vii. TC#: IC-51311: Successfully complete Priority-Based blending
Review
1. What does BU stand for?

It’s the space in which a customer operates that holds all of their items such as skills, points
of contacts, users, and scripts.
2. Does the BU number have to be unique?

Yes, it does
3. What is a Parent Company?

It's used to be able to add other business units and access those
4. Where do we get the BU number from?

it's when creating the BU
5. What is IVR Reporting?

Interactive Voice Response (IVR) is an automated phone menu that allows interaction
through voice commands, key inputs, or both, to obtain information, route an inbound voice
call or both.
6. What table do you need to look in to find a POC number (DNIS) to use?
http://eng-msmon01:8997/numbers
7. What do you have to set up before creating a POC?
You must have a skill created and Script created
 How high can your set your calling ratio to?

__________________________________________________________________________________________________________
________________________________________________________________________________________________________
 What type of AMD options do we have?
__________________________________________________________________________________________________________
________________________________________________________________________________________________________
38
Task 8. Agents
8. Agents
Agent is an interface tool that a contact center representative uses to handle calls, chats, email, and
work items. It is the primary tool that contact center agents use to interact with customers.
Supervisors can also use the interface to monitor and improve agent performance.
For more details:
https://help.incontact.com/fall18/Content/Agent/AgentOverview.htm
8.1. Types of Agents:
Some versions of the agent application are the following, which are web applications that can be
launched from Central:
Launch MAX - Locate test case IC-51300 in Xray, and run it to launch MAX
8.2. Generate Contacts
8.2.1. Pre Configurations
a. For Phone Type contacts - Using your Soft phone (setup the following)
i. Download X-lite from here X-Lite client
ii. Configure your X-Lite using your assigned softphone number (your manager
should assign you one).
39
Task Activity 6:
a. Login to your MAX Agent and run the corresponding test cases in the Xray test execution
you created earlier.
i. TC#: IC-51309: IB Phone Contact using a valid DNIS

ii. TC#: IC-51299: IB Phone Contact using SimulateInbound from Studio
iii. TC#: IC-51303: IB Chat Contact using a POC
iv. TC#: IC-51306: IB Email Contact
v. TC#: IC-51304: IB Work Item Contact
vi. TC#: IC-51307: VoiceMail Contact
vii. TC#: IC-51305: OB Email Contact
viii. TC#: IC-51308: OB Phone Contact
40
Task 9. Log Decoder
9. Log Decoder
LogDecoder is a tool with which we can check the logs of all components of inContact.
9.1. Downloading LogDecoder
Download LogDecoder from Web Admins> Tools> LogDecoder 2
9.2. Configure LogDecoder
To add sites in LogDecoder, follow these steps:
i. Open LogDecoder.
ii. Go to File> Browser
iii. Go to Add Cluster (Plus Icon)
iv. Enter the Name of Cluster e.g. HC5
v. Click on OK button
vi. Focus on HC5 cluster and right click on it.
vii. Click on Add Node
viii. In Add Server <Cluster> popup, enter the components available for the
cluster e.g. HC-C5COR01:
41
ix. Repeat the steps: vi. to viii. to add all components

x. Save the changes made in Log Decoder clicking on Cluster Config button
Task Activity 1:
a. Using LogDecoder run the corresponding test cases in Xray:
i. TC#: IC-51338: LogDecoder> Download the logs

ii. TC#: IC-51337: LogDecoder> Review the logs
iii. TC#: IC-51336: LogDecoder> Search a ContactId in the logs
iv. TC#: IC-51335: LogDecoder> Save a Log
42
Review
 Where do you download Log Decoder from?

__________________________________________________________________________________________________________
________________________________________________________________________________________________________
 Can you have more than one Node per service you create?
__________________________________________________________________________________________________________
________________________________________________________________________________________________________
43
Task 10. Team Process Knowledge
10. Process Knowledge

READ the following information:
10.1. Knowledge of the R&D sprint process
a. How long is a sprint?
It is usually 3 weeks long.
b. Which Day of the week does a sprint start?
It usually starts on Wednesday.
c. Which Day of the week does a sprint end?
It usually ends on Tuesday.
d. What is a planning meeting, and who attends to it?
It is the meeting where the whole team defines what stories the team commits to
deliver in a sprint, and who will be in charge of each User Story. The entire team
(QAs, SETs and DEVs), the product owner (PO) and the engineering manager attend
this meeting.
e. What is a grooming meeting, and who attends to it?
The purpose of the grooming meetings is to get the details for features, discuss
dependencies, estimate the features size, and define what stories need to be
delivered, and estimate the effort needed to complete the user stories. The entire
team (QAs, SETs and DEVs), the product owner (PO), the engineering manager
attend this meeting. Product owners should attend the grooming meetings, as their
input is highly important to define scope and acceptance criteria.
f. What is a retrospective meeting, and who attends to it?
It is the meeting where the entire team analyzes the performance of the team during
the sprint. They discuss what went well, what went wrong and what they need to
improve. The entire team (QAs, SETs and DEVs), the engineering manager, and
sometimes the product owner attend this meeting.
g. What is a User Story?
It can be defined as an informal description of one portion of a feature that is

written from the perspective of an end user in a natural language.
44
h. What is Story Pointing?
It is a method to define the effort needed to implement a story.
i. What numbers do we use in planning?
Numbers used for planning are based on the Fibonacci series and let us measure the
effort that will take to implement the user story. The numbers are:
0,1,2,3,5,8,13,20,40,100
j. What is Planning Poker?
It is a method used by the team to define the story points for a user story. The
decision is made by the entire team through the utilization of cards that are based
on the Fibonacci series. Once the story is clear, acceptance criteria added,
ambiguities removed, the team votes to determine effort. If there is no agreement in
the voting, people that scored the highest and the lowest have to explain their
reasons and the team has to vote again until they get to an agreement.
10.2. Knowledge of the QA processes
a. What is a mind map meeting, and when does it occur?
It is an optional meeting where members of the QA team explain the entire team
(DEVS and PO) the test scenarios that are being considered for a specific user story.
They occur after the QA has been assigned a user story and analyzed it to get test
scenarios. It should happen the second day of the sprint.
b. What is a Test Plan, and when is it due?
It is the document where QA defines the testing considerations and scenarios for a
user story. If a mind map took place, it is created using the feedback obtained there.
Find the detailed process creation here. The Test plan should be sent by the end of
the second day.
c. What is a Quality Plan, and when is it due?
A Quality Plan (or QPlan) is the testing strategy plan for all new feature/bug work
before it may be merged into MAIN or Dev. It is created collaboratively by the entire
feature team, who will decide which criteria will be tested by unit tests, automated
acceptance tests, or traditional manual tests; with the emphasis on automation. Find
the detailed process here. The QPlan should be done before the implementation of
the feature/bug begins.
d. What is a Quality Report, and when is it due?
A Quality Report (or QReport) is the feature team's evidence that the new
feature/bug code is ready to merge back into MAIN according to what was stated in
the QPlan. This is the proof that quality code criteria has been met. Find the detailed
45
process here. The QReport should be done after feature/bug testing is completed
and it is a gate to merging code to MAIN.
e. What are test case reviews?
They are a revision of the test cases written by one QA engineer, performed by a
teammate in order to verify its correctness and change their State from Design to
Ready, so that they can be executed.
f. When are manual test case reviews due?
They should be done before the first week ends. Or, at least, before the QA starts
running the test cases.
g. When are automated tests code reviews due?
As soon as the code is ready and before the code is merged.
h. When should automation development begin?
As soon as the stories are assigned, or dependent code is complete.
i. Who on the team closes a User Story?
The Product Owner can close a user story once DEV and QA work is done, and
automation is implemented.
j. What should a QA do first thing in the morning?
- Review emails to confirm priority tasks.

- Review Bugs to validate or clarify.
- Begin with tasks for the day.
Task Activity 1:
a. Test Case Creation

i. Review the page Different ways to create a test case located in Confluence to
create a test in Xray.
ii. Review the page QA Test Case Review Check List in Confluence on the
inContact R&D > Quality > Manual testing page to obtain knowledge on the
test case writing standards.
iii. Create test cases in Xray for Jira Test: Open QA Onboarding training Epic and
create a new Story under this epic with your initials, e.g. “PM QA
Onboarding”. Using the Layout available in the QA Test Case Review Check
List in Confluence, add test cases for the following scenarios to the story you
just created:
i. Create a BU
ii. Create a Campaign
iii. Create a User
46
b. Create A Bug
i. Review what is required in a bug report in the Jira Bug Process page in
Confluence.
ii. In Jira, Create 2 bugs for the following cases under the Story created
previously:
i. It is not possible to create a Skill
ii. An error is generated when we try to Edit a Team
Fill in the suggested areas in Jira’s description as follows:
Browser and version: (if applicable)
IE11
Login Location: (Customer, Business Unit, etc)
Link: https://home-sc1.ucnlabext.com/incontact/
Cluster: SC1
User: example@changeme.com
Pass: qa
Steps To Reproduce:
1. Launch and login to Central with above user
2. Go to this section
3. Then do this
4. Do this
5. Do this
Expected Result:
Describe what should happen.
Actual Result:
Describe displayed error.
Work around (if applicable)
c. Viewing Test Case Results

i. Xray
i. Overall Test Case Results can be viewed in Xray following these
steps:
1. In Jira, go to Tests > Xray Reports.
2. The Test Executions Report is displayed and you can use
filters to select your Test Execution.
3. The results of the Test Execution are displayed in the
summary table of the report.
4. Open the Test Execution using the link to see details of the
results.
ii. Results for a particular test case:
1. Open the test case in Jira.
2. Scroll down to the Test Runs section.
3. You will see the results of all the executions of the test case.
47
Review
 Does Xray keep a history of test case executions?

________________________________________________________________________________________________________
________________________________________________________________________________________________________
This finishes your basic training!
Congratulations! You are ready for a NICE inContact Team!
48
QA Demo
You will be given an admin user on a Staging Test Cluster where you will be expected to do the
following:
 Launch MAX and connect the user’s agent leg to a phone in the room.
 Configure the user’s BU with the necessary items to route, and process by an agent, each of
the five basic types:
o IB Voice*
 Warm transfer from one agent to another
o IB Email
o Chat
o VM
o Work Item
 May use any help documents during the demo.
 All scripts, and other items, must be created during the demo.
 Questions may be asked as to why the actions taken are necessary.
 Should be able to complete in 40 minutes +20 minutes for additional questions from those
observing the demo.
*IB Call maybe a spawned call if desired
49
QA Quiz
1. What are the different ways to refuse a contact?
2. What are the different types of reasons a contact can be refused?
3. How many different media types are there? List them out.
4. What are the different types of points of contacts that can be created? List them out.
5. What is the difference between the skills page and the Points of Contact page? Create a skill
for each media type and a point of contact.
a. What are the required values when creating a skill and POC?
6. If a contact is not being routed to you, what should you check?
7. What is a script?
8. What is a system script? List out three different names of a system script.
9. Build a script that changes the Agent state using studio.
10. What is the difference between single session handling and omni session handling?
11. What values change for the Agent when switching from SCH to OSH?
12. What is the Agent Leg?
13. What does it mean when the agent leg is pinned up?
14. What are the different teams at NICE-inContact? What are their areas of expertise?
15. What is the CxOne platform?
16. What is VC? Why is the VC important to our platform?
17. Where do you find NICE-inContact’s APIs? Run two different versions of APIs and compare
the json response, what is different about them?
18. What is webadmins? Why is it useful?
19. Where can you find the different scripts that are running in the VC?
20. What is a failover? Why are failovers needed?
a. What are the different things you should check before failing over the cluster?
b. When do we lose contacts on failovers?
c. What contacts should always stay up on failovers?
21. What are the different types of environments we have?
22. What is a Media Server?
23. What is a File Server?
24. How do you know if a Cluster is basically healthy?
25. How do you address an unhealthy cluster?
26. What is the difference between a POC and a Skill?
27. What is the Behavioral Gateway?
28. When would you start the Hand-Off Process of a bug to another team? What is involved in
the Hand-Off Process?
29. How many of “Agent” programs do we have? How is each unique?
30. What is Log Reader and why would QA use it?
31. What are the different tools you used to answer these questions?
50
Additional Training
You will be invited to attend to some live training sessions, which are going to be scheduled by your
manager. The sessions are:
Employee Education & Development (Training Department)
- At-A-Glance (4 hours)
- Ascent CORE Training (2 weeks)
You already have all the information and tools necessary to develop yourself in the inContact Product.
Online documentation:
https://help.incontact.com/fall18/Content/Home.htm
Useful documents:
http://tlvconfluence01.nice.com:8090/display/IN/QA+Docs+Sub
Training videos for different features (UI not updated):
http://mojo/rnd/qa/SitePages/TrainingVideoArchive.aspx?
WikiPageMode=Edit&InitialTabId=Ribbon.EditingTools.CPEditTab&VisibilityContext=WSSWikiPag
e
Training Workbook with different areas of the product:
http://mojo/rnd/qa/_layouts/15/WopiFrame.aspx?sourcedoc=/rnd/qa/Documents/Archive/QA
%20New%20Employee%20Work%20Book.docx&action=default
51
Glossary
Cluster
A cluster consists of two or more independent but interconnected servers. Some clusters are
configured so that they can provide high availability by allowing the workload to be transferred to a
secondary node if the main node stops functioning. Other clusters are designed to provide
scalability by allowing users or load to be distributed between nodes. Both configurations are
considered clusters.
One important feature that clusters have is that they are presented to applications as if they were a
single server. It is desirable that the administration of several nodes of a cluster be as similar as
possible to the administration of a single node configuration. The cluster management software
should provide this level of transparency.
In order for the nodes to act as if they were a single server, the files must be stored in such a way
that they can be accessed by all the nodes in the cluster.
In short, a cluster is a group of independent servers that cooperate behaving as if they were a single
system.
Failover Clusters
Failover is a backup mode of operation in which the functions of a system component (such as a
processor, server, network or database, for example) are assumed by the second system
components when the main component is not available either due to a failure or due to scheduled
downtime.
Web Services
A web services is a technology that uses a set of protocols and standards that serve to exchange
data between applications.
The main function of a Web server is to store the files of a site and broadcast them on the Internet
to be visited by users. Basically, a Web server is a large computer that stores and transmits data via
the Internet. When a user enters a web page, their browser communicates with the server by
sending and receiving data that determines what they see on the screen. That is why we say that
Web servers are for storing and transmitting data from a site as requested by a visitor's browser.
API (Application Programming Interfaces)
A definition of API is a formal specification about how one module of a software communicates and
interacts with another software (like an operating system, application).
In other words, APIs are a set of commands, functions, and computer protocols that allow to the
developers create specific programs for certain operating systems.
52
APIs greatly simplify the work of a programmer, since you do not have to "write" code from scratch.
They allow the programmer to use predefined functions to interact with the operating system or
with another program.
Data warehouse (DW)
DW is a system used for reporting and data analysis, and is considered a core component of
business intelligence.
DWs are central repositories of integrated data from one or more disparate sources. They store
current and historical data in one single place and are used to create analytical reports for
knowledge workers throughout the enterprise.
Data Mart
Data marts are subsets of data from a data warehouse for specific areas. The data available in this
context can be grouped, explored and propagated in multiple ways, so that different groups of users
can exploit them in the most convenient way according to their needs.
Tube
A tabular database, as the name implies, is a database that is structured in a tabular form. It
arranges data elements in vertical columns and horizontal rows. Each cell is formed by the
intersection of a column and row. Each row and column is uniquely numbered to make it ordered
and efficient. This type of database has a virtually infinite range for mass data storage.
53

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QA New Employee Work Book

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5.2. Cluster Web Administration tool: Web Admins...............................................................................21

Revision Date Author Description

If you have any questions, please ask anyone on the QA team.

NICE inContact Quality Assurance (QA) Team

Task 1. General Overview of the Business Logic

1.1. What is a Contact Center?

1.2. What do Contact Centers do?

Provide customers with an alternative communication channel to inform or service inquiries.

A Contact Center handles all information processing and treatment via:

- Inbound and outbound calls.

1.4. What is a Contact Center Agent?

1.5. What are the Skills?

1.6. What are the Channels?

Task 2. NICE inContact Overview

For further information, you can look for help here:

Short New Hire

NICE inContact has the following features:

CXone unifying best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation,

2.1.1. Omnichannel Routing

2.1.3. Workforce Optimization

Quickly pinpoints efficiency opportunities and easily implements repeatable solutions.

2.1.4. Automation and Artificial Intelligence

2.1.5. Open Cloud Foundation

Guarantees an industry 99.99% availability and offers:

- Unparalleled security and reliability

For further information, you can look for help here:

2.2. Basic Architecture

2.2.1. Service components for each Component

2.2.2. Basic Component Communication Flow

Please review the following video for a more detailed explanation.

Task 3. Verifying Accesses

3.1. Use UCN Credentials

3.2. Use NICEDEN credentials

3.3. Requested credentials

For these tools, you need to contact IT personal to request accounts

 Remedy Force (requires Salesforce account)

Task 4. Test Case Management

 Plan, monitor and publish software.

4.1. XRay for Jira

Become familiar with XRay for Jira

ii. In Test Plan Details tab:

Task 5. NICE inContact Environments

5.1. List of Clusters Assigned to Teams

For further information, you can look for help here:

Create an account for each of the following clusters:

In order to create your accounts, go to: Admin > Users

 Make sure you choose the inContact Admin security profile.

Using SSO for Central accounts:

5.2. Cluster Web Administration tool: Web Admins

To log in to WebAdmins, go to the following URLs. Use your UCN credentials:

 Test Clusters: http://webadmins-test/Login.aspx

 Staging Clusters: http://webadmins-staging/Login.aspx

5.2.1. Boxes in a Cluster

This section describes the main components in for an inContact Cluster.

The main functions of the cluster’s components are:

 Coop: It is the service of the virtual cluster to synchronize contacts

File Server may store files in a local database or a remote database

The main files used are:

 My Data: It is a database for the INUSER instance

 Media Server: This server is responsible for managing media operations.

5.2.2. Version Pack in a Cluster

Run the following test cases for Web Admins: