Answer Posted / ranjithkumar

IVR systems are complex. While they offer a wide range of
features and functionality such as DTMF tone detection and
voice recognition, they also provide different interfaces to
other applications, literally rendering countless
transactions possible:
• Bank account information and payments management
• Customer Relationship Managements (CRM) systems
• Personal voice mail systems
• All reservation systems, including airline reservation and
check-in systems and cinema bookings

If managing an IVR system isn't challenging enough, consider
the complications related to the testing of an IVR system.

The Human Element
The testing of IVR systems requires a test tool that can
simulate the behavior and abilities of the caller - a rather
daunting task indeed.


Pushing the keys of a phone to send DTMF digits
The DTMF tone is the basic unit used to communicate with and
take control over an IVR system. A caller sends the DTMF
tones by pressing appropriate keys on a touch-tone phone to
move through the menu tree of the IVR system. This menu can
be a complicated maze of menus, branches and choices.
Complex systems of this type require in-depth testing to
ensure that customers are not confused or become stuck
without a defined exit.


Distinguishing between different languages
Advanced IVR systems offer caller-selectable languages in
which to play announcements.

Speaking, listening and understanding voice prompts
Many IVR systems do not only accept caller interactions with
DTMF tones, they are increasingly capable of recognizing
voice prompts spoken by the caller.

Rating the voice quality of an announcements
IVR system announcements must be of good quality. They must
be transmitted clearly to ensure the caller can understand
every word.

Behavior under load conditions
An IVR system can be put under very different load
conditions once it is deployed in a live network (e.g.,
during a tele-voting event, when many callers setup up a
call within a very short time). Thus IVR systems must be
tested under different load conditions prior to their
deployment to ensure:
• The IVR system works correctly under real load conditions
in a live network.
• The IVR system recovers properly from overload conditions
• The IVR system is stable over a long period of time

Integration of the IVR system in a complete network
Since IVR systems do not exist as "island" devices but are
always integrated into an entire network, it is important to
test them not only as stand-alone components but also as
integrated parts of the network.

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