Call Testing


PESQ Testing Call Flow

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Testing – Performance Monitoring is testing and monitoring of the end-to-end availability and performance of contact center voice processing systems, toll free, toll fee, local, remote call forwarding numbers and other telephone-related services. DI places calls into a production phone system every 5 minutes to as infrequently as desired (i.e. once a month) and provides test results in a weekly report (or more or less frequently if required). DI makes digital audio recordings of the test calls and provides .wav files of these recordings via e-mail, as well as online. Testing concludes with an evaluation of findings, gap analysis and remediation recommendations that include quick hits, short-term and long-term recommendations. Monitoring is also available to test Web systems.

Testing – Load/Stress Testing services include performing several iterations of testing in order to simulate peak historical traffic volumes (ranging from a few simultaneous calls to > 1000 simultaneous calls). During load/stress testing, the DI team develops high-level views of end-to-end calls (i.e. greetings, access to account information, call routing functions, screen pop functions, response times) with or without agent interaction; and includes call routing, IVR and screen pop solutions. Testing concludes with an evaluation of findings, gap analysis and remediation recommendations that include quick hits, short-term and long-term recommendations.

PESQ Testing – Find Jitter, Choppy and Underwatrer Sounds  PESQ stands for “Perceptual Evaluation of Speech Quality” DI uses PESQ test equipment for end-to-end voice quality testing under real network and call volume conditions. By having a calibrated test device placing and receiving test calls with a predetermined outcome the test equipment will flag test calls that received jitters , underwater sounds or choppy calls with a date and time stamp. This approach allows the DI to work with the voice and network engineers to uncover the real problems impacting the call centers and network enviorment.

Dial Interactive is a quality driven company that is TL 9000 R5 / ISO 9001 :2008 Certified

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