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Avaya Solution & Interoperability Test Lab
Application Notes for availability and performance monitoring of Avaya Contact Center solutions using HeartBeat^TM 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.

After cutover, HeartBeat^TM solution availability and performance monitoring initiates real telephone calls that interact with your solution at regular intervals to ensure it continues to perform as you require and your customers expect.

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

HeartBeat^TM testing services allow contact center managers to go home with a feeling of confidence knowing that their solution is being monitored 24 x 7. Even in the event of a local power failure that causes the on-board diagnostics and notifications to fail, HeartBeat^TM will be able to detect the issue and initiate notifications to the specified technical support personnel. The patented IQ Services technology for availability and performance monitoring is completely hardware independent, software independent, and language independent.

Figure 1: Typical pie chart issued as part of a weekly report showing the availability of a target solution

Tangible benefits of availability testing

• Immediate notification of any issues detected.
• Detailed information that speeds up the process of identifying root causes and hastens problem resolution.
• Documented verification that your environment has been subjected to a consistent end-to-end test that exercises all elements of your system (telephony, equipment and host processes).
• Detailed test results that document your system's availability and provide complete test data that can be used for performance analysis and measurement of improvement.
• Internet access to test results.
• Internet access to temporarily suppress the notification process when a problem is experienced or when changes have to be made to the system.
• Comprehensive weekly reports that provide data that you can use with your management and customers to document system availability and performance.

• Real telephone calls access systems and interact with processes as frequently as required.
• Each call acts like a real user calling to gain information.
• System responses are timed and validated.
• Excessive response times and unexpected messages generate notifications.
• Notifications are delivered in the manner required - pages, phone calls or e-mails.
• Complete digital audio recordings of every test call are immediately posted to the Monitor Control Web Site for review when convenient.
• Complete digital audio recordings for calls that encounter an issue delivered via e-mail to facilitate trouble-shooting without having to replicate an error based on anecdotal information in a customer complaint.
• Availability of easy to understand end-to-end recordings of all test calls results in less finger pointing and faster problem resolution.
• Less time spent by technicians finding and fixing problems.
• Less time spent dealing with dissatisfied customers.