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Contact Center
Testing Services
6601 Lyndale Ave S, Suite 330
Minneapolis, MN 55423
Phone: +1 612.243.6700
Fax: +1 612.869.6200
Copyright 2008
Interactive Quality Services, Inc.
All Rights Reserved.
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Application Notes for performance testing Avaya Contact Center solutions using StressTestTM Services from IQ Services
Abstract
IQ Services supports the demand for quality assurance and reliable performance in contact centers that rely on technologies such as CTI, screenpop, DNIS and ANI delivery, ACD, VoIP, IVR, NLSR, VXML, SALT, TTS, unified queues, and so forth.
StressTestTM load testing services exercise your system with large quantities of real telephone calls to ensure that all components of your implementation are properly integrated and work before the system is put into production.
Information in these notes has been obtained through compliance testing and additional technical discussions. Testing was conducted via the DeveloperConnection Program at the Avaya Solution and Interoperability Test Lab.
Introduction
StressTestTM Performance Testing allows contact center managers to go live with confidence knowing that their Avaya solution has been load tested up to the designed capacity of the system. StressTestTM provides a controlled increase in the telephone and/or browser traffic accessing the target solution so that any issues that appear can be quickly identified, isolated and fixed. By using remote testing facilities to launch the calls/browsers, the customer is provided a demonstration of performance of any Avaya solution in the customer's environment including the front-end telephony and the back end legacy databases. The patented IQ Services technology for performance testing is totally hardware independent, software independent, and language independent.
Figure 1
StressTestTM by IQ Services provides an end-to-end demonstration of performance of any Avaya solution.
Tangible Benefits of Load Testing
- End-to-end load testing provides you with a demonstration of performance of your total environment, including your carrier's front-end telephony and your host database equipment, to ensure a positive customer experience on start-up.
- You receive detailed, quantitative documentation regarding what your customers would have experienced at every step of every call placed during the StressTestTM.
- You reduce the cost of finding and fixing problems.
- You verify that each fix has been successfully implemented.
- You manage the risk in a way that ensures that your customers will have a positive first experience when your new system is deployed.
- You manage the risk of timely project implementation in a manner that allows you to achieve the economies you predicted for your new system.
How are the benefits achieved?
- Your vendors thoroughly test their products before they are delivered to you but they cannot test the piece that they provide in exactly the same fashion as your customers will use it until all pieces are in place and connected.
- Modern systems are so technically complex that rigorous testing before going into production is the only way to ensure that your customers will have the pleasing experience that you have planned for them.
- Load testing provides detailed response time and performance information for every step of every call, and complete digital audio recordings of every call are made to illustrate any issues that may appear.
- For issues that may arise, you don't have to rely on anecdotal information about what someone experienced during testing, or pore over reports and statistics after the fact.
- Load test reports provide easy to understand symptom information resulting in less finger pointing and faster resolution of problems.
- Controlled, repeatable telephone call (and/or Internet browser) traffic through the total environment duplicates conditions causing errors and/or verifying that fixes have been made.
Access to Services & Documentation
Product support literature, part numbers for services and prices are in the Avaya price books and can be provided by:
The Application Services IVR Support Team
1-800-524-7201
VoiceResponse@Avaya.com
OR
Jean Baker-Temple at 720-444-8303
BakerTemple@Avaya.com
OR
IQ Services
Chuck Blethen at 480-225-8430
CBlethen@IQ-Services.com
Demonstration Support
You and your customers can see a demonstration of ORCA (Online Reporting and Charting Application) via the Internet by requesting a Webex demo session from IQ Services or any Avaya sales staff. A permanent ORCA web site demo has been set up for Avaya and runs live 24 x 7.
You and your customer can also request the URL and password when a real StressTestTM is under way. ORCA allows those who have a stake in the system integration to view the progress of the load test as it happens, live and on-line.
©2004 Avaya Inc. All Rights Reserved.
Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by ¨ and TM are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. The information provided in these Application Notes is subject to change without notice. The configurations, technical data, and recommendations provided in these Application Notes are believed to be accurate and dependable, but are presented without express or implied warranty. Users are responsible for their application of any products specified in these Application Notes.
Please e-mail any questions or comments pertaining to these Application Notes directly to the Avaya DeveloperConnection Program at devconnect@avaya.com. Refer to StressTestTM Performance Testing Services from IQ Services.
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