I've been tasked with doing the UAT for the new Concerto dialler we are having installed. I've never done anything like this before so if anyone here has any experience of UAT or advice about what to include in the testing I'd be extremely greatful.

Hi,

If you could give some more details about this task, maybe i could help. What is that is required from this test.

We are using Concerto dialer for our contact centre.

You can reach me on suvidh@alfaoverseas.com

Thanks. We have a Concerto V7 dialler going on line next month so I'm dealing with the supervisor/rpm testing. We use an in house agent application so I'm not having to deal with scripting and application creation testing.

I've got a basic checklist of the parts of the system I'm going to use but I have a feeling I'm missing something about how to do the testing.

We are also installing a Unison 7 running RPM. Initially, we will have two applications running with the LyriCall agent BUI & one with the standard ASCII agent interface. Does anyone have a generic UAT framework which I can use as a basis for the agent integration? Also, I would be extremely grateful if anyone can offer anything similar for the dial function testing (i.e. volume testing, checking dial outcomes etc).

Hi Liam, few questions around this;

1. Have you ever used a predictive dialler in your organisation? If so has your user base (managers, agents and MIS / Reporting) changed interface / requirement of the system?

2. Is the v7.0 dialler an upgrade of a previous Unison?

3. New to dialler technology.

The answers will dictate entirely different UAT scenario’s.

Option 1. You have a dialler, it works but ‘someone’ has identified a better, shiny box you should have to give you a measurable improvement…. This gives you a number of advantages in constructing UAT’s.

Requirements – these would have been captured by the project team and can be used for individual tests such as “the ability to call multiple numbers in turn if no answer for first number”, create a ticklist for all of the requirements promised by your supplier and agreed with the business, construct tests to prove each point.

Experience of a predictive dialler, measure the performance of the new box vs your old solution, create requirement matrices for each user type (manager, MIS, real-time control, administration etc), bench against old solution and compare. Look for repetitive actions by users that take inordinate amounts of time, a small squeak in a car drives you nuts after 300 miles!

Experience of interpreting machine values around performance – not to be underestimated when comparing performance of differing platforms (this of course means that you will have gone through the pain of establishing performance metrics against your current solution and have a reasonable, meaningful and documented base of data to reference).

Option 2. Get the white paper regarding new features from Aspect (nee Concerto) from your sales rep. Create matrices for all your previous version features plus the new stuff for each user group.

Option 3. Welcome to hell… It’s going to be an interesting ride. Read posts from this forum, there are lots around concerto / unison.

Hope it helps as a starter,

Regards,

Ian