October 29, 2012
GL Communications Announces Release of Testing Solutions for IVR Systems
By Anil Sharma
GL Communications (News - Alert) Inc., a supplier of test, monitoring and analysis equipment for TDM, Wireless, IP and VoIP networks, has announced the release of Testing Solutions for IVR (Interactive Voice Response) Systems.
“IVR (Interactive Voice Response) Systems depends on DTMF digits, or tones, as inputs from the users and in turn presents a menu for banking, hospitality, voicemail and other automated applications. Depending on the application, the branching of the menu can get complicated, and this requires accurate testing prior to deployment,” Robert Bichefsky, senior manager of the company, said in a statement.
Bichefsky said that when calling an IVR system from any interface, the user is asked to send DTMF digits in response to prompts. The IVR system may have several sequences and require either single DTMF digit responses or several DTMF digit responses (i.e. the credit card number).
“Once through the IVR system the user will either be connected to real voice or the user will simply be disconnected,” he said.
Bichefsky said that using GL products with their associated scripting, it is possible to automate the IVR process. GL's IVR test platforms can generate and detect user-defined digits, tones and play/record voice files, using a simple GUI setup or automate the whole process through scripts.
Automatic IVR testing, he said, is possible via scripting and with any GL supported emulation product. The scripting provides the means to detect voice and send DTMF digits in response to voice prompts.
Once connected to the call, the GL product can perform Quality of Service (PESQ) or path confirmation tests.
GL's products that support IVR systems testing are: VQuad with Dual Universal Telephony Adapter (UTA), VQuad - Lite, VQuad Probe, PacketGen and RTP ToolBox for over PacketNetworks, T1 E1 Analyzer for over TDM networks. MAPS test equipments include traffic generators and detectors to perform IVR testing of all types of traffic over TDM, TRAU, and Packet networks and DCOSS over T1 E1, Analog, SS7, ISDN Networks.