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Y2K Testing in
the Call Center
Hammer automated
test systems can play an important role in validating and documenting the
Y2K readiness of your call center telecommunications systems. Call center
systems are potentially vulnerable to Y2K problems in a number of areas:
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Wherever system
decisions are based on day and date entries or calculations such as day
of week call routing;
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Calculations that
are performed across time periods including reports and analysis;
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Forecasting and
scheduling.
Hammer can help
you verify your call center's Y2K readiness with both test systems and
consulting services.
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Test system operations
under normal operating call load
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Verify routing
decisions under different day/date scenarios
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Test system links
including SMDR, CDR, SMDI, CTI, and TAPI
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Validate proper
functioning of components including ACD, PBX, VRU, Voicemail, and CTI controllers
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Test inter-system
communications including ACD/VRU, and VRU/Host Mainframe
Advantages of Hammer
testing include:
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Documented test
results
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Automated testing
of multiple scenarios
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Testing under realistic
calling conditions
Back to
the Call Center
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