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An important piece of any project plan and development cycle should always be a formal testing process. It’s surprising how often we see this skipped over or skimped on. It’s important to not only test the call flow itself, including all the branches and options, but also unexpected inputs and error conditions, and finally load testing.
We see many IVR systems where the only testing done was a handful of test calls to verify the call flow. Some common issues that should be considered include:
1、What happens if the caller hangs up unexpectedly?
2、What about if the caller enters the wrong number of digits, or the wrong termination digit?
3、What happens if there are no digits entered, how many times does the system retry? If the retries fail, does the system gracefully end the call or transfer to an agent?
4、If the system is using ASR, how does it handle background noise or speakerphone calls?
6、Proper and thorough testing before putting the IVR system into production can really make the difference between a stable, smooth launch and unexpected outages and frustrated callers down the road.
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