End-to-End Call
Center Testing
A growing number
of call centers want to generate "end-to-end" test calls through to agent
positions to verify the performance of CTI implementations including screen
pop occurrence, skills-based routing tables, and timings. There are several
ways that "end-to-end" testing can be automated using a Hammer test system.
Placing End-to-end
Test Calls
Because Hammer
tests systems are able to generate ANI and DNIS, it is possible to conduct
tests of CTI installations without going though the public switched network
(PSTN), emulating calls from any central office (CO) using any DNIS/800
number. Routing tables and other ANI- and DNIS-dependant functionality
can be validated without the expense of actually installing PSTN lines
or placing thousands of test calls over the PSTN.
Receiving
Test Calls
The simplest
end-to-end testing approach is to place test calls to agent (CSR) positions
that are staffed. When the agent accepts the call, the Hammer system delivers
recorded messages instructing the agent to enter specific information using
the agent set keypad. DTMF tones can be used to provide almost any information
desired about the call, including the agent position number receiving the
call, whether or not a screen pop occurred, and the customer account number
of the screen pop, for example. The DTMF tones generated by the agent set
keypad are collected by the Hammer for each call and compared to expected
results. Any deviation can be flagged by the Hammer and all relevant call
information can be accumulated on Hammer's built-in SQL database for later
analysis and charting.
Complete
Test Automation
The same approach
to end-to-end testing outlined above can be completely automated using
any of a number of client/server desktop test tools such as WinRunner from
Mercury Interactive or SQA Robot from Rational. Typically, the test team
will choose the desktop test tool already in use by the company's software
QA group.
Using a softphone
implemented on each agent's desktop PC, the desktop test tool can be programmed
to automatically answer test calls placed by the Hammer and generate the
desired sequence of DTMF tones to indicate what happened when the call
was received. These DTMF entries are compared by the Hammer test system
to the expected result and any discrepancies are flagged and logged to
Hammer's built-in SQL database for later analysis and charting.
Using Hammer's
built-in TCP/IP data connectivity, it is also possible to structure more
complex tests where the desktop test tool communicates data back to the
Hammer via LAN or WAN connections. The Hammer test system would then consolidate
test results for each unique test call based on a call identification number.
Consulting
Services
A wide range
of options is available for end-to-end testing with the Hammer. Hammer's
experienced test consultants can work with your team to plan and implement
the end-to-end testing methodology that best meets your specific needs
and requirements based on your call center system and network configurations.
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