The initial setup script will go through the IVR system menus and records all the messages. These will become the source files used later to compare during each test. The initial setup script should be made after each menu change in your IVR system.
Before the initial setup script can be carried run, information about the number of branches and the length of each branch is required. The Harmony will then proceed to work its way through each branch to record the audio at each step.
Following the execution of the initial setup script, your IVR testing can be run manually as requested, scheduled to run at specific times or setup to check your system constantly. Depends on your preferences we can build the tests to check the full IVR system or selected menu parts.
For telecom operators, banks, membership organisations where telephone number, credit card or ID number are used for authentication, the Harmony can send these at the correct menu option.
Depending on your test the emutel™ Harmony can generate a report after your test is finish or allows you to have a live preview of the calls being made into your IVR system in real time.
Report results are stored within the emutel™ Harmony in a MySQL database and if our standard template doesn't meet your needs we would be happy to discuss a custom built report for you.
Interactive functionality allows you to check where the error was found and if it was an incorrect message played, you can also listen to the messages that were recorded during a test, i.e. if we were expecting after pressing #1 to hear “Please choice a language” but your system played “Welcome to tech support” this message will be recorded and available to playback from your report.
In case of an error occurring during the test the emutel™ Harmony will generate an SNMP error message and send it into your SNMP Management Server.
It is possible to specify what kind of events are considered to be errors and an SNMP trap sent based on this:
- Call didn’t go through
- Call was not answer
- IVR error message
Along with SNMP you can also use live preview to check if any errors have appeared on your system. Live preview can be accessed remotely via browser.