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Testing Plans
- Thread starter PeteyD
- Start date
Peter,
That's a tough one. Your vendor should have a comprehensive list of tests that need to be undertaken prior to cut over and should also give you direction on your UAT.
My experience in the past has taught me to understand the call flows throughly and also write your own test plans for these. Vendors do their best to create what you've asked for but sometimes there are issues with translating what is asked for into coding required or not knowing how or what to ask for in the first place.
I would run through scenario testing for time of day, day of week, public holidays, no agents logged in, call overflow parameters, call overflow to voicemail etc as a standard and make sure you know what should have happened and record this against what did.
Good luck,
JanelleP
That's a tough one. Your vendor should have a comprehensive list of tests that need to be undertaken prior to cut over and should also give you direction on your UAT.
My experience in the past has taught me to understand the call flows throughly and also write your own test plans for these. Vendors do their best to create what you've asked for but sometimes there are issues with translating what is asked for into coding required or not knowing how or what to ask for in the first place.
I would run through scenario testing for time of day, day of week, public holidays, no agents logged in, call overflow parameters, call overflow to voicemail etc as a standard and make sure you know what should have happened and record this against what did.
Good luck,
JanelleP
What I normally do is pull spare DN's, and TN's, and build a complete test environment. ACD phone at my desk etc.
Build what you are looking for in Symposium, mail/CP etc. Build test phone with test queue, and start pegging calls.
It is important to not only 4 digit dial these tests, but make calls from outside of your environment, (cell phone, or 9+) to ensure customers will recieve the same treatment.
Change your out of hours range, so you can test call flow during and after hours. The after hours especially if you have some sort of mail treatment to test proper routing to mb's etc. Also make test calls to your phone when it is in Not ready/ make busy mode. This will test your RAN messages, and or MOH.
Build what you are looking for in Symposium, mail/CP etc. Build test phone with test queue, and start pegging calls.
It is important to not only 4 digit dial these tests, but make calls from outside of your environment, (cell phone, or 9+) to ensure customers will recieve the same treatment.
Change your out of hours range, so you can test call flow during and after hours. The after hours especially if you have some sort of mail treatment to test proper routing to mb's etc. Also make test calls to your phone when it is in Not ready/ make busy mode. This will test your RAN messages, and or MOH.
You've received excellent advice from janellep and pbxn.
Remember that you can utilize "test CDNs." By testing the call flow in this non-live setting, you can eliminate most errors. And do keep in mind that there may be 2 types of these; the ones that are immediate blocks to call flow, and the ones that point to a need for improvement. Prioritize these for your sake of mind.
Consult with your provider on the "best practices guide" for Symposium. There is one out there, as well as a security guide. They are guides to ensuring that you have developed a sound plan.
Remember that you can utilize "test CDNs." By testing the call flow in this non-live setting, you can eliminate most errors. And do keep in mind that there may be 2 types of these; the ones that are immediate blocks to call flow, and the ones that point to a need for improvement. Prioritize these for your sake of mind.
Consult with your provider on the "best practices guide" for Symposium. There is one out there, as well as a security guide. They are guides to ensuring that you have developed a sound plan.
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