GVP IVR Unit Testing

[DamoVoda]

I'm currently in the process of developing a large VXML IVR application using the Genesys GVP 8.1.5 framework. I have successfully built, tested and deployed two smaller apps with no issues. However, testing on the large app is taking a long time as I have to navigate through all the menu's from the start to test functionality further down the call flow.

I'm looking for some unit testing software that can make this process less painful. This would be simple if I was just testing plain old VXML/Javascript but the apps call middleware functions and connect to media servers so a lot of stuff won't be easy to test on something like JVoiceXML.

I'm just wondering if anyone has any experience in this area and can point me in the right direction? I have Googled this extensively, searched and posted on the Genesys forums but still can't find a solution.

[Kubig]

It strongly depends on what the IVR application contains - if the user action (like DTMF or any other input from the user/caller), that  I does not know any solution - you have to just built SIP "robot" which will be able to make these actions. In other cases you can just use some SIP call generator, which will call your IVR for configured time and with configure CAPS.

[DamoVoda]

Sounds like a lot of work. I'm mainly trying to find out if unit testing GVP IVR apps (the whole thing is done through DTMF by the way) is more trouble than its worth. Am I going to waste more time building this "robot" and configuring it for each input than I would physically testing each menu option via a softphone? Would it have to be built in java/vxml or something else?

[cavagnaro]

No, there must be someone testing the user cases. Many non contempleded scenarios will appear.
Yes, hard to do but someone has to do it and also end user must validate it, same as a web page. You just don't put it on air

[GMG]

No tool is available, to test custom design.

We do have tools for load testing. I suggest you do unit testing manually.



--
GMG
CIV-8.X

[DamoVoda]

Alright, thanks a million guys. You saved me a lot of time on this, was gonna make a bit of a side project out of it. Guess it's back to manual testing then!

[genesysguru]

You could always try Empirix Hammer if you have no time but plenty of $$$$$

[jerry_jeremiah]

We have used Cyara (http://cyara.com) for our automated IVR testing for years.

[cavagnaro]

And how exactly this works?
How you measure customer satisfaction or testing process??

[Fra]

You usually select a number of call flows, specifying the menu options to be tested.
The Empirix / Cyara tool pumps then a high number of calls into those callflows, enter the menu options preselected and measures several factors, such as:
[list]
[li]call failures (i.e. calls not connected successfully)[/li]
[li]voice quality[/li]
[li]responsiveness (response time to DTMF input, delay in announcement play, call connection time etc)[/li]
[li]broken IVR branches [/li]
[li]drop calls[/li]
[li]etc[/li]
[/list]

Very useful for both IVR functional / E2E  and load testing, reports that come out of it help you address specific issues, but as said, expensive.

Fra

[DamoVoda]

Just noticed the replies on this. Thanks for your suggestions but I'm trying to implement a low cost solution. Cyara sounds very useful but we do have paid options available, I was hoping to be able to implement/develop something relatively low cost that will eliminate or drastically reduce our manual testing. If this does not exist then I understand.

[Adam G]

Try this:

Use a mobile/cell phone and enter each path/scenario as a "Saved Contact";

Enter the external number to dial (if there is one) - or use the local dial-in number.  Next add digits, based on your mapped IVR paths/scenarios;

<external number> P1 = Save As "Scenario 1"
<external number> P1P1 = Save As "Scenario 2"
<external number> P1P1P1 = Save As "Scenario 3"
...etc...

NOTES:

1.  For things like IDV/PIN, try:  <external number> PP#1234
2.  P = "Pause" - when saving a "Contact",  depress "#" on your mobile/cell phone keypad and keep it pressed - it should produce a "P" into the string of numbers.  This usually equates to a 1-second Pause between numbers entered.
3.  Enter "P" multiple times if the subject Announcement must be read fully first, before an Option is selected.

HTH?