The IVR test service will regularly call a given IVR system, and use Touch Tones and/or Voice navigation to reach desired menu-trees and customer end-points, such as Support, Billing, Sales, etc. The IVR test service will then enter a programmed "hidden" menu option, which branches off to the Interpage IVR test service, and by doing so can test both the reliability and timing of IVR functions. Caller queues may also be tested in a similar manner to determine if hold time is too long or callers are given proper call-back options and if the IVR system is in fact providing call-backs within proper and reasonable timeframes and/or at acceptable service levels.
Limited IVR (with simple up-front menus) and non-IVR phone systems (with, for example, a simple auto attendant or other means that prompts callers to merely enter an extension) may also be tested by the IVR and Telephone System Test Service without the additional steps of navigating a large IVR system and/or testing queue hold times. The IVR Test Service may additionally be utilized to test if a business or given departments across multiple time zones maintain "open" and "closed" modes in accordance with a customer's/caller's location and/or within the times set by company policy.
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The Interpage Interactive Voice Response (IVR) Test Service will monitor and test a given telephone system by automatically calling at pre-set intervals and scheduled times, and alert MIS, VoIP, phone support, or any other personnel responsible for the maintenance and operation of the IVR or telephone system when the system fails to answer, process calls, processes calls too slowly, or other customer-facing service quality criteria are not met.
The IVR Test Service automatically navigates a given IVR, auto-attendant menu system, or up-front propts on a phone system (such as a request for an extension) in a manner consistent with how customers, sales prospects, vendors, or other callers would call, and navigates through the various options by generating Touch Tone or issuing voice to desired test extentions, departments, or other end-points of a given IVR, auto attendant, or other telephone system menu or up-front caller prompts.
The IVR Test Service can test for various outcomes, such as calls which reach desired end-points, blocked calls, call queue time reporting, calls which never answer, open/closed status, remote worker connectivity, and other service conditions which may affect the caller experience. Tests can be conducted at various scheduled times during the day, which simple, plain-text reports sent back to one or more recipients, and alerts of failure conditions messaged, paged, voice notified, faxed, or e-mailed to necessary on-call personnel.
Notifications and alerts of failed test conditions may be sent to nearly any device or destination, including cell phones, pagers, landline/POTS phones via voice/verbal notification, e-mail, and fax. Recipients can be scheduled by time, day of week, and/or message content, so that only the correct employees and staff will be notified for a given type of failure or error condition.
IVR, Auto Attendant, and Telephone System Test Features
- Test any IVR, Auto Attendant, or phone system in the same way that a caller would experience the IVR or phone system
- IVR/Auto Attendants/telephone systems can be navigated by script, timing, touch tone, and/or voice commands
- Simple, low-graphics, non-JavaScript web-based interface which can be accessed from nearly any web-browser or mobile device, and which is easily integrated into other software packages via integration with the interface
- Immediately/manually change the "on-call" status of a messaging recipient, or schedule availability in advance by time and/or day of the week
- Multiple endpoints of a given IVR or telephone system can be tested, with different alerts to appropriate on-call staff for a given department or office
- Failure alert delivery to nearly any destination device or service, including SMS, pagers, e-mail, fax and voice
- On-call schedule so that only working staff will be notified
Services and Pricing
IVR Test/001: $50 per month, with a one-time $50 set-up fee. Two daily tests of one destination/endpoint/extension, with alerts to one fixed destination (no access to notification scheduler/filter). Motification by SMS/Cellphone or pager only. Under plan 001, the IVR Test system will navigate a given IVR/Auto-Attendant/Telephone System to one endpoint/destination access number provided by Interpage as part of the IVR Test/001 account. Failures to access said endpoint will result in a failure notification to one cellphone or pager only.
IVR Test/002: $99 per month, with a one-time $99 set-up fee; up to 10 daily tests to up to 2 destinations/end points/extensions. Alerts may be sent to up to 5 destinations, including SMS/text message, pager, e-mail, fax, and voice alerts. Access to the Interpage Scheduler is included, and alert messages can be filtered and scheduled so that only on-call or appropriate personnel are messaged to respond when an error condition or problem occurs.
IVR Test/003: $250 per month, with a one-time $250 set-up fee, offers similar functionality to the 002 plan above, but with up to 10 endpoint/menu tree destinations and up to 25 failure/alert notification recipients. As in plan IVR Test/002, access to the web-based notification scheduler is also included.
General:
Notifications/alerts to cellphones, pagers, voicemail, voice, fax and e-mail anywhere in the 50 US States, DC, or Canadian Provinces are included in the above plans. Additional per-use charges may apply when messaging outside of the US/Canada (except for email notifications, for which there are no additional charges), please contact Interpage for details.
Contacts
To receive additional information about Interpage's IVR and Telephone System Test Service, please contact us via:
Web-based Support/Inquiry Interface
Telephone: +1 (650) 331-3900
Interpage Contacts Page
We will be happy to answer any questions you may have concerning the IVR Test and our other telephone system test services.
Last modified 08/27/2021
